Grace Augustus

Review of Woburn Toyota

I came in here to get my Toyota Highlander fixed t...

I came in here to get my Toyota Highlander fixed three weeks ago because the message on the dashboard said there were 3 issues: brake malfunction, check SRS airbag and ABS, and to take the care immediately to a dealership and get it checked out.
I mentioned all of these issues to the service agent Mike, trusting that they know what they are doing being a Toyota dealership. A couple of days later I was told that Woburn Toyota technicians could not resolve the issue and are waiting to hear from Toyota themselves on how to resolve this issue. At the end of 1st week was told that its the junction block is the issue and Toyota stands by this solution to the problem that I faced. I paid $2,000/- took the car home on Friday and Monday morning back to square one same issues- same lights go on and same messages on the dashboard.
I brought the car back on Thursday the same week and was told they will re-look at the issue which is on them. Also my husband and myself insisted that the technicians check the battery and do a cold start - when the temp. dips really low this problem shows up. After our insistence they found now that the relay line is bad and that we have to pay again $250/- and we were told that they are doing us a favor by giving us at this price.

At this point both of us were extremely disappointed and aggravated at how this is being handled. Why should the customer pay for a faulty diagnosis which does not resolve the same problem ? why should the customer pay for a part of the car to be replaced that's not the solution to the problem ? why should the customer pay for second diagnosis and parts to resolve the issue that was not solved the first time around ?

The best part is that now this time around its not a guarantee it will be fixed but a choice of how far we want to keep going to find the issue and fix it - says the service agent and Service Manager Kathy. Because this is the way it is when they do a diagnosis. Customer should keep paying for Woburn Toyota to learn how to find issues and fix them for their customers!

We were old by the service Manager that she was going to talk with GM and revert back in a day. Today is 4th day, and I understand that Thursday was thanksgiving but yet to hear back even after leaving her voice messages and mails. We are without a car now. Very poor customer service.

I am hoping that the Toyota brand image is upheld and customers are treated justly when I talk with the GM of Woburn Toyota today. I hope they the waive the $225/- Having said that if the problem is not fixed I think Toyota should refund this entire amount. If the discussion with the GM is not fruitful planning to take this with Toyota.

Update: Kathy called us on Saturday and she waived us the $225. We picked our car back. Hoping the fix that they did this time really works.