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Review of Simpson Tri-Cities - Toyota, C...

I used to tell people this was the place to go for...

I used to tell people this was the place to go for a vehicle and the service that would usually follow. Unfortunately that is no longer the case and will tell people to seek service elsewhere as my last experience has been a horrible one in a line of declining services over the last few years. My family and I have used the Toyota services when they were still at the autoplex in Pasco and we continued to use them because we felt we would receive that same level of attention to detail and care. That hasn't been the case, especially with my last service. I took my vehicle in for an oil change, which I normally perform myself but because of the recent weather opted to have it done quickly by Toyota instead. The vehicle, a Scion FRS, has a recall, which they notified me of. I scheduled for the recall service. This is what happened after:
- I was told the car was only needed for a full day at most
- I was not offered a rental vehicle as stated by the recall letter
- The service required more time because more parts were needed
- Tech was scheduled for 2 days off after initial "full day"
- I was told for quality purposes that no other tech would touch
the car so therefore the service was delayed an addition 2 days until
tech returned
- I was offered a rental car but it was implied I would pay the cost
- No rental car even though Toyota states it would cover cost
- After 2 days the recall service was completed and was told all was in working order and I could pick up the car
- The interior had my belongings rearranged as if someone had been going through it and various pieces of trash not belonging to me scattered about
- Upon starting the vehicle, several lights lit up and stayed on my initial drive home. Check engine and traction control lights stayed on and cruise control was disabled
- Returned to dealership and was told car had been test driven and no issues found
- Car needed to be left overnight for further testing
- Service shuttle gave me a ride home but driver complained to me about distance I was traveling because he "was hoping to get off early"
- Driver made a call not using hands free device while in motion
- Van had a cracked windshield
- I had to call next morning to find out the status of vehicle, was told it was out on the test drive to pass inspection
- Car pass inspection, upon picking up vehicle more items rearranged and not restored as were before, this time components of the car like shifter boot was removed
- A hat not belonging to me along with lots of gravel in passenger seat had been left in the car
- Seat left in forward most position with seat belt pulled all the way out and not retracted
- When I finally drove the car, I reversed out of the space it was parked in, it had been parked on top of the parking block so it scraped as I reversed out of spot
- After closer inspection around the rest of the vehicle, filter cover in the engine bay was not properly shut
- A paint scrap was visible below the driver side door, possibly by a poorly positioned tool as it is an odd area to receive a scratch due to a curb and wheels were not disturbed, a photo is attached. Looks like a very fresh scratch as edges are still flaking off and no signs of rust yet
- Repair order states that test drive was 46 miles but in fact was 96 from millage written down when dropped off until picked up. Fuel was not replaced, dropped off with under half a tank, picked up with an eighth remaining, fuel light turned on after 5 minute drive

Overall this was a bad experience from the beginning as the service rep scheduled the service not fully understanding the extensive work and time that was required to complete the service properly. I was not expecting the car to come back spotless but I was expecting it not to come back in worse condition after leaving it. I truly love the Toyota brand and all the vehicles we have owned, so it was very disappointing to have this dealership fall short of what I have come to expect from the Toyota name.