Complaint: I went to Manhattan Beach Toyota on Friday July 23rd 2010 for a simple oil change. When I dropped of my vehicle with one of their employees, Eli Corona, he first did a walk around the vehicle to notate any blemishes, similar to when someone picks up a rental car from them, but since my vehicle is in mint condition, there were no blemishes for him to write down. When the oil change was done about an hour later I was advised to have my spark plugs replaced and the fuel injectors cleaned. I agreed to these additional services and left the dealership for another hour. However, when I came back to pick up my car I immediately noticed a dent in the body above the left rear wheel. I called Eli Corona over to have a look and he agreed that he hadn’t seen the dent either when I dropped of the car and he did his walk around. He went to talk to his customer relations manager, Joy Anderson, and she came over to have a look at the vehicle. She apologized for the trouble and walked me to her office where she gave me her business card. We scheduled an appointment for the following Friday July 30th at 12:00PM to have someone from the dealership who is trained in bodywork to remove the dent. I thanked her for her efforts to take care of this issue and left the dealership. The day before the appointment I made a phone call to Joy Anderson and since she didn’t pick up the phone I left a message to confirm the time. When I returned to the dealership on Friday 30th at around 11:40AM, I dropped of the car with their same employee, Eli Corona, and he drove the car to the back of the dealership. I also saw the same customer relations manager, Joy Anderson, and she greeted me and said that someone will take a look at the vehicle. However, just about 10 minutes after that, I saw how Eli Corona brought back the vehicle, with the dent still in it. He called me over and suddenly started to question as to how the dent got into the car. He also said that their person for body work had already left since my appointment was supposedly earlier in the day and not at noon, that they cannot fix the dent and I should talk to Joy Anderson about this who had supposedly just left for lunch and wouldn’t return for another hour! I immediately started to sense that they were trying to deny responsibility for what happened to my car and wanted me to leave so I walked back into the dealership preparing to wait one hour instead of coming back another day. On the way to the waiting area I saw Joy Anderson and immediately asked her what was going on. She walked with me over to my vehicle and to Eli Corona and said that my appointment was not at noon but earlier in the day. I told her that this was not true and reminded her that I left her a message to confirm the time. She admitted to have not checked her messages but insisted that we were supposed to meet earlier. Strangely, she didn’t say anything about that when I saw her after dropping of the vehicle earlier. She said that their guy for body work would not be back that day and that we should schedule a new appointment for the following Friday. I asked her what time the appointment would be and she told me she would give me a call to schedule the time. I left the dealership angry as I was told to be there at noon and had completely cleared my schedule for this as this was supposed to be a repair job that would take a day or maybe a day and a half. Furthermore, they could not definitely ensure me to provide me with a rental if they had to keep my car. I did not hear from anyone from Manhattan Bach Toyota all week long so the day before I was supposed to bring back the vehicle yet again, I called Joy Anderson to ask her to find out at what time I should be dropping of my vehicle. Since she didn’t pick up the phone I left her a message and asked her to please call me back regarding our appointment. I’ve never received any call from anyone from Manhattan Beach Toyota regarding this incident and any phone calls I make are not being returned. It has become clear to me that the dealership is simply ignoring this issue and hoping for me to just disappear. Nobody at Manhattan Beach Toyota wants to take responsibility and fix the damage that was done while my vehicle was being serviced. I also never received the usual follow up phone call which asks me to rate my service experience. I am expecting Manhattan Beach Toyota to fix the damage done to my vehicle free of charge and to provide me with a rental vehicle free of charge should they need to keep my vehicle over night.
Tags: Auto Dealer Repairs
Address: 1500 North Sepulveda Boulevard Manhattan Beach, California United States of America