Ken Fung

Review of germain toyota

I would like to share my experience which I just r...

I would like to share my experience which I just received from Germain to the future customers. Germain has always been reliable and holds a high standard in the work they've provided for my vehicles. Although this past experience has forced me to take my vehicle elsewhere now.

I brought my car in for an airbag recall which turned out to be a horrible experience not just with the work but with the customer interaction as well.

I have attached a picture of their first job. When I first found out about the issue, I informed the service advisor and their first response was do not raise my voice. At that moment, I felt uncomfortable because like I was being attack by the service advisor for being unreasonable or something. After the manager saw and understood the problem, he was willing to work with me to clean up their messy job as well working with me to bring my car back later on next week. He informed that they will fix any issues to my satisfaction plus a car wash. I felt taking care of.

I took my car back to Germain for 2nd time and still did not fully fix everything to back to it's original placement. Wires were still showing, parts were still broken, and car was not wash. Again, I went to speak with another service advisor and his response was for me to "lower my voice". I honestly felt they did not value my business as I was just communicating with them the issues. He told me that they will not work on the issue again as they believe the issue has been fixed. So, at the end, they did not fix the issue to my satisfaction.

If it was such a difficult "job" Germain should not have took my business to change the airbag as I was checking in If they knew I have non factory parts on the dashboard. But they did and as a result I have to take my car to another shop because I was told that they're not willing to work on it again.

I understand that I did not have to paid for this service since recalls are billed to the manufacturer, but it does not mean I do not deserve a quality service compared to paid customer. Oh by the way, I have attached another picture that Germain did not inform nor apologize to me that my keychain was broken during their possession. How am I going to get another custom keychain that can only be purchased overseas.

Please use my review as a reference and hopefully this was only a anomaly. However, Germain Toyota has lost my business.