Review of Gateway Toyota ,Inc.

4 years ago

Issue:

Issue:
Today, I took my 2017 Toyota Rav4 for its 1st schedule service maintenance at Gateway Toyota.

I was introduced to Bonnie as my service advisor and we did all the paper work associated with the service, I requested for a shuttle drop to my work. Everything was fine and dandy.

When I got back from the office I called Bonnie because I received a miss call from Gateway Toyota I thought it was Bonnie she said: No, was there a voicemail? and I said there was none that was my reply. I mentioned to Bonnie "If there any stone chip can you fill since it was a free service under GEM membership." She answered no problem.

A few hours later Bonnie call and said your car is ready, but we couldn't fill in the stone chip because there's a crack.

I was seriously in shock, because I always clean my windshield regardless the temperature and I would notice a crack instantly. When I drop it off there was no cracks I'm 100% sure about this.

But one of service advisors was insisting it was there and crack came from a stone chip because of the notes on pre-inspection. I told them I didn't ask for the stone chip to be fill until I was at the office and no one came to check my car when it arrive at service area. Unlike other Toyota dealership a porter inspects the cars dents, stretches and crack windshield.

The other service advisor was rude and she just felt that she wanted me out, saying we are not paying for my windshield because it s from a stone chip and the cold/hot changes. How come this didn t happen when we had -37 and I was using my heat to the max at 3rd speed blowing straight at the window

I had to left because I had other errands to do and arguing with someone with not authority is pointless.

I took a light and there no stone chip where it was supposed to be. There's a hard plastic under the base of the windshield even the rubber seal wasn t even damage.

Now the crack has now spread across to my A pillar.

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Resolution:

*Update* I have spoken to a very kind and well-spoken Service Manager her name was Doris Blanchard after we have talk about the issue. We have reach an agreement that we were both happy on. Doris was concern about my experience with the service department specially it was my 1st time bring in my car. She really did a good job on changing my prospective about Gateway Toyota service department.

Thanks, Doris!!