Lee's Toyota, Jamaica, NY - 1999 Toyota Camry poor service experience

Lee's Toyota, Jamaica, NY - 1999 Toyota Camry poor service experience

Customer Complaint

March 29, 2004 I currently own a 1999 Toyota Camry. I had a bad service job performed on my vehicle in the past with another mechanic, so I decided to only bring my car to the Toyota Dealership for service. Mr. Akiem from Lee’s Toyota in Jamaica, New York recommended that I only let one mechanic service my vehicle, and I took his advice. I called on Thursday March 25, 2004 and spoke to Mr. Akiem the assistant service manager. I told him my brakes were making a grinding noise. He told me it was going to cost about $229.00 to fix. I brought my car into Lee’s Toyota on Saturday March 27, 2004 at a little after 11am. Mr. Jason Harold informed me, my vehicle needed rotors. In addition, Mr. Harold had to order the part. Mr. Harold stated the cost of repair on my vehicle would be $406 after taxes. Mr. Harold called me at 10:45am on March 29, 2004. He stated that Lee’s Toyota wanted an additional $84 to unlock the caliper. He continued the conversation using technical auto mechanic terminology. I am an accountant, not an auto mechanic. I explained to Mr. Harold I did not understand. After concluding the conversation with Mr. Harold I called my stepfather. My stepfather and myself called Lee’s Toyota back about twenty minutes later. I spoke to Mr. Akiem, because Mr. Harold was out to lunch. Mr. Akiem did not know what was going on with my vehicle.

I asked him, could he please talk it over with the mechanic servicing my vehicle. Mr. Akiem informed me the mechanic was out of the building performing a test drive. I told Mr. Akiem I spoke to Mr. Harold and the total was $406 after taxes. I asked Mr. Akiem for a revised total. He could not provide that information to me, because the bill did not add up to the information Mr. Harold provided me with. Mr. Akiem stated I had to wait until Mr. Harold returned from lunch. Mr. Akiem tried to help me, but Mr. Harold did not put all the information in my file. Mr. Harold returned my phone call at 12:10pm on March 29, 2004. I told him I did not want the service provided because it was not adding up to what was previously discussed. I felt as if Lee’s Toyota was receiving $406 from me and they still were attempting to gain an additional $84.00. Mr. Harold told me that “it is not that you don’t understand, it is that you don’t want to understand.” He also said “we (Lee’s Toyota) are giving you a service for free.” I do not call $406 a free service. I informed Mr. Harold that I was a repeat customer. He added, “ you have a 1999 Toyota and you have only came here 4 times.” I do have a 1999 Toyota and it is true I have only been to the dealership four times, but I did not buy my car in 1999. In addition, that should not make me less of a customer. Mr. Harold informed me Toyota Service closed at 6pm. Due to an emergency on the F Train in New York, I arrived at the dealership at 6:06pm. I called the dealership from my cell phone at 6:00pm and informed the service girl I was two blocks away and I had a 1999 Camry. I asked her if I could come and pick it up, she said yes after a short pause. Mr. Arvin was helping two individuals before myself. When I arrived at the front of the counter, he said it is 6:10pm and the cashier was closed. I told him I called a few minutes prior to arriving. I showed him my cell phone, where the number was stored with the date and time. Mr. Arvin said “ I am not saying you did not call, but you did not speak to the service department.”

He also said, “if I spoke to him, he would have told me no.” I asked to speak to a Manager. Mr. Arvin said there wasn’t any manager on duty until tomorrow morning. He added he was not releasing my car unless I gave him cash. I informed Mr. Arvin the bill was not the correct amount. He said he does not know anything about the situation, and I have to speak to Mr. Jason Harold tomorrow. I asked Mr. Arvin if I paid the total will Lee’s Toyota refund the overpayment later. Mr. Arvin stated he did not know. I repeated I wanted to speak to a manager. Mr. Arvin said there was no manager in the building. Mr. Arvin told me I had fifteen minutes to give him cash or he was going to lock my vehicle in the building. I went across the street and withdrew $400. The withdrawal cost me $4.00. I arrived back at the service center on the phone with the Toyota Headquarters. My stepfather arrived at the center a few minutes later. My stepfather asked for a manager, then Mr. Arvin informed him that there was a manager at Lee’s Toyota but we had to go find him on the sales floor. I told Mr. Arvin that he told me there was no manager at Lee’s Toyota this evening, but now that a guy has arrived there is a manager he can talk to. I asked Mr. Arvin five times to call the manager. He continued to refuse. I asked him does he treat all his customers this way. He told me he was doing me a favor by accepting cash. Mr. Arvin then called Mr. Joel the sales manager, but he did not respond.

Mr. Arvin held my car keys in his hands and said if I did not talk to him nicer he would not release my car to me. Mr. Arvin looked at me a few minutes later and said he was doing me a favor and he does not have to release my car. He made these statements after he put the money in one hand and picked up my car keys once more. I told Mr. Arvin not to threaten me. I also told Mr. Arvin I would not be there at all if the woman on the phone did not say it was ok. As I was getting in my car Mr. Arvin told me that he helped me so if I wanted to complain about anybody it should be Jason. Finally, I have never been treated so badly in a service industry before. I thought if I brought my car to the Toyota dealership for service I would get the best possible service around. After this service I received from Lee’s Toyota, I feel I cannot trust Toyota. If Lee’s Toyota represents how Toyota customers are treated I don’t want to be a Toyota customer in the future. I plan to buy another car in a couple of years. After the service I received, the next car I buy will not be a Toyota.

The dishonestly surrounding my experience has made me a very upset customer. The final transaction with Mr. Arvin holding my keys in a threatening manner, was the breaking point. I hope no other customer will have this experience. I hope I receive the difference from the total bill of $432.40 and the $406.00 total I was originally told. The customer service I received was unsatisfactory. Sincerely, Angelina B

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