Pancho Gonzalez

Review of Round Rock Toyota

After purchasing an used 2017 Toyota Tacoma TRD Sp...

After purchasing an used 2017 Toyota Tacoma TRD Sport 4X4 I was experiencing a problem with the trucks BT Stereo when selecting XM from the source menu the screen would blink check antenna and would not receive XM. The truck is still under factory warranty and further it is supposed to be Certified Pre Owned . On July 11 2019 we took the truck to Round Rock Toyota and met with service advisor Scott Thomas who wrote up the truck and we proceeded to wait in customer waiting area. After waiting 4 hours I was told they diagnosed the problem to the XM antenna and they needed to order the part since it was not stocked. Scott told us that they would call when part arrives.We heard back a few day s later that the antenna arrived and if we would like to schedule appointment, we scheduled for July 20 2019.When arriving we met with Bhavik Patel who was our advisor for that day since Scott was on vacation.We left the truck with Bhavik and proceeded to wait in customer waiting area.After waiting 3 hours Bhavik came by and explained that the antenna was installed and it did not fix the problem.The next step would be to order the whole BT Radio /Navigation /XM unit. I was told by Bhavik that they would contact me when the unit arrives.2 weeks went by and I did not hear back I called and spoke to Scott and he said the unit is on backorder.I decided to call Toyota Corporate to check on the status of the stereo and why it would take so long, spoke to Heather who said she would escalate to case manager and they would let me know. Next day I got call from Round Rock that the stereo was received. I called and scheduled appointment to have the stereo installed. On August 17 2019 we went back to Round Rock Toyota to have stereo installed. We were met with service advisor Micah Miller left the truck and proceeded to wait for repair.3 hours later Micah came to us and adviced us that there was a missing harness from the XM antenna to the stereo which was not installed at the Toyota factory when the vehicle was build since the VIN indicated that it should have XM. He told me that the service tech needed to check and see which additional parts needed to be ordered in order to have XM work. At this point I decided to call Toyota corporate again and refer to the case number 190***** which was assigned the first time and they confirmed that the stereo had shipped to Round Rock but could not elaborate on a missing wire harness for XM to work from factory? Moments later service advisor Micah came to me and explained that the service tech had used another Tacoma truck similar to mine to check the wires on the stereo and low and behold found a loose wire harness which was reconnected, and XM worked. Micah did not want to close out the invoice and give me a copy until he could sort out how they would do the billing. I was told by Micah that Toyota would compensate us for the time spend waiting and inconvenience, not sure if this will materialize but will see. We received the key to the vehicle and on checking the BT radio unit which supposedly was replaced it looked like the same original unit was there all the settings and BT connections were there. Also noted was a scratch on top of the dash board where apparently the stereo unit was placed.
After this experience I really have no choice to give a bad rating to Round Rock Toyota service and go to one of the 3 other Toyota dealers for service.