Unacceptable Service at Sierra Toyota, Antelope Valley, CA

1. The service manager told my wife they were going to drain and replace the 'transmission fluid' in our 2005 Prius at 14,000 miles; she told them it didn't have a 'transmission' but rather a power splitting device - he insisted that it did have a transmission, and that she just wasn't feeling it shift. Fortunately, he read the service manual before changing the fluid, which is due to be changed at 100,000 miles!!!

2. We were charged for "battery pads" - what battery pads?! I've removed and replaced the battery terminals on the 12V battery, and there were no battery pads. The battery is in a compartment that doesn't get dirty. I think we were charged for components and labor that they did not perform.

3. They charged us for oil and gasoline additives, about $5 for each. We had the oil changed 3 weeks earlier, and instructed the dealer not to perform an oil change. The oil level was precisely at the same level after their service. I think we were charged for an unnecessary oil additive, and I doubt that they actually added anything - the oil level was right on the mark, no change. Even adding a pint of additive would have caused a change.

4. I do not believe that they needed to add anything to the gasoline. Again, a $5 charge for something not required.

5. They rotated the tires and deflated the tires from the pressure I had; I don't mind them deflating the tires to a recommended level, but they had the rear tires 3 to 4 pounds higher than the front; the right side differed by 4 pounds, and the left by 3. I know the recommended difference is 2 pounds, and the front should be higher - either they don't know, or are just sloppy. I measured the pressure cold and I am meticulous about my tire pressure, noticing significant differences in mileage with pressure changes. I am apalled that something this simple has escaped the service techs.

6. They adjusted the emergency break so that it's much harder to push than it was when the car was new. Also, after driving around the block, not pushing at all on the breaks, the rear drums were hot to the touch - an indication to me that the pads are rubbing - that hurts mileage and can be dangerous.

I would bring the car back to have them ease up on the tightness of the rear breaks, but I have no confidence whatsoever in their service department. It's as if they had never heard of a Prius and had no idea how to service it.

 

Re: Unacceptable Service at Sierra Toyota, Antelope Valley,

We had the oil changed 3 weeks earlier, and the garage didn't reset the "Maintenance Required" circuit - when I noticed that I was almost ready for the 15,000 mile service, I decided to have Toyota do the 15,000 mile service already, minus the oil change - just rotate the tires and inspect.

 

Re: Unacceptable Service at Sierra Toyota, Antelope Valley,

I complained to Toyota, and they evidently called the dealer; I had a call this morning from the Customer Satisfaction person at the dealer, but couldn't take the call as I was in a meeting at work. I'll call them tomorrow and sort it out.

I really didn't want to resolve this by just going back to the service manager, or even the dealership manager or owner - I wanted Toyota to know they had a problem, so they could solve it at an appropriate level.