Jamie Durand

Review of Gateway Toyota ,Inc.

The sales department was great, however it was aft...

The sales department was great, however it was after I purchased a brand new 2020 Rav 4 that the service department provided extremely negative customer service. I originally brought up an issue a couple weeks ago about a dust leak coming into the back passenger seats of my car on both sides. The mechanic originally told me to keep my air intake at 3 to lower the cabin pressure however after another week or 2 of driving the leak was still there. I booked at appointment for July 14 at 9:30am and had Stephanie as my service advisor. I let her know that I would need an update on when my car would be finished ASAP as I had a long drive home and was just hanging out in the mean time waiting for it. She said she would do that. 4 hours later I still had not heard any updates so I decided to call her back to check in. I was put on hold for approx. 10 minutes and finally transferred to the service section. The lady that answered let me know she would have to go and find Stephanie and I was put on hold again until I was eventually hung up on. I was in the area as I was waiting around so I went into the actual service area and conveniently she was just at her desk. I asked her if I could have an update on when my car would be finished and she told me that it had not even gone in to be looked at yet. This was at 1:12pm. I asked her why my car has still not been looked at if I brought it in 4 hours ago for the appointment? She said I looked upset and I said yes I am upset I have a very long drive home which is why I asked for an update on whether I need to wait here all day or when I could pick it up? She said I obviously didnt know how a service area works in a degrading tone. I said im sure anyone would expect there car to be looked at within at least 4 hours when they had an appointment otherwise why did I waste my day dropping it off so early? She said she doesn't know what I expect from her and I said to have my car looked at and be updated? She said that if I had let her know I lived out of town maybe she couldve got it in earlier. Like what does that mean? have people been getting bumped ahead in my appointment time? I told her I would assume if I asked her originally for an update ASAP as I had a long drive that would be enough for her to sense the urgency? She told me it might go in in an hour. At this point I decided to drive home as I've already waited around in the city for 4 hours and was upset by the terrible customer servcie and the degrading why I was talked to. Around approx. 4:02 I get a voicemail from her telling me my car is ready and I need to come in so she can go over things with her. The service manager then calls me and lets me know that absolutely nothing was done to fix my dust leak. She let me know that if I did want to fix it I would need to purchase $600 running boards. Why did I buy bumper to bumper extended warranty to pay $600 to fix a dust leak? Currently its still in the shop. Still not fixed. I don't see why I would need to pay for a fix on the car when I signed a contract with warranty and if thats the case you may as well refund me the entire warranty as I have copious amounts of dust all over my seats in my "new" car. The original mechanic had told me there was a couple of different options he could try to fix it so i'm not sure if you are now telling me you can't fix it due to me calling out your awful customer service and your degrading service advisor?