My last three service visits have had a pattern of highly questionable pricing ethics at Stevens Creek Toyota: #1: Minor service, costing $80.00; upon pick up, agent said I needed the cabin filter replaced; $75. 00 for the filter and $50.00 labor. I declined and asked the location of filter. Told behind the glove box. I purchased an upgraded filter for 5.00 and installed it myself. #2: A service-$400, and told my timing belt needed replacement on <50,000 mile Camry. I authorized the work and at pick up was told my cabin filter needed replacement. I asked the cost, told the same $125.00. I told the agent that I just replaced it myself for $5.00 and I it was understandable for them to charge but not gouge. He looked caught but offered no apology. #3: A major service-$600.00, and a call indicating a torn bellows boot and leaking power steering fluid, costing $1300.00 more. I proceeded asking questions: How does a boot get ripped? Response: Something can fly up under the car and rip it. There was no instance of such while I was driving the car. Question: How much fluid leaked out? Response: it was empty, in the red. The fluid was full when I took it in, no light was lit on the dashboard, and there was no noise when turning the wheel that would occur if there was no fluid. The car-a 2005 with <60,000 miles has had some major repairs in contrast with the mileage that I would expect at >100,000 miles. I declined the repair; Goodyear told me I definitely would have heard the noise from no fluid and although the boot was ripped, the repair was not needed. I also had an alignment performed at that time and the car pulls to the right. There is no way of proving the service dept mechanic intentionally ripped the boot, but nothing flew up into my undercarriage while I was driving and there was no sound symptom of no fluid. The reality is cars in general are not selling these days due to the state of our economy, and dealerships are hurting. I won't go back. As if the $30,000.00 purchase was not enough, they gouge returning customers for service. Gouged enough.
04/I3/2014. Took my car in for repair and due to my past experience with other service shops; I did verify the car odometer reading with what they have put down on “millage in/out” section in the initial paper work before they take it away (The reading was 82790.) They called me the next day and said that it is covered under warranty but car needs to stay in shop till Wednesday since the part is coming from Los Angeles.
04/16/2014. During the pickup on Wednesday evening I re-checked the odometer before leaving the area and noticed that it was reading 82972 (an additional of 182 miles.) when I confront the person in charge (John Smith) he said there must be a mistake or he might have put down the wrong readings on initial paper work. I told him that I did verify the odometer reading right after he handed the initial paper work and it was a match. Then he tried to explain away the discrepancy and saying that we have camera footage that will show the car never left the lot (BUT ODOMETER DOES NOT LIE.) When I asked to speak to manager, he said that manager has gone home (10 minutes to 5:00PM) and he only works till Wednesday and wont be in till next Monday.
It was a very upsetting situation for me since I trusted them with leaving my car in their possession. For all I know, besides putting almost 200 miles on my car, the driver could have taken it to his privet shop or garage and replaced its parts with used or after market one since it was no longer in the possession of dealership service shop. Before driving away, I took a continuous iphone video of the car and its odometer reading while it was park in front of their as a proof to my claim.
4/17/2014. Spoke to service Manager Barry and Service director Kenny and was hoping that they would try to investigate the matter (may be with the help of their surveillance camera) and have a corrective action in place so no other customer will fall victim to it. But Kenny refused to accept the fact that initial paper work (with my signature on it) had the correct drop off millage (also verified by me) and tried to brush it under the rug by trying to offer carwash voucher for my inconvenience (WHICH I NEVER GOING TO USE.) My whole point is to help others not to fall victim and be aware of such a conduct that goes on. My advice to them is to take a before/after photo or video of the odometer at any service shop.
Two days later while driving at night (first time since pickup), Police pulled me over for none functioning head lights!!!! Also car is not performing like it used to and I am not sure if the engine has been under stress for that extra 182 miles. I am extremely stressed out by this experience and I don’t know where to turn to.
Stevens Creek Toyota Reviews
My last three service visits have had a pattern of highly questionable pricing ethics at Stevens Creek Toyota: #1: Minor service, costing $80.00; upon pick up, agent said I needed the cabin filter replaced; $75. 00 for the filter and $50.00 labor. I declined and asked the location of filter. Told behind the glove box. I purchased an upgraded filter for 5.00 and installed it myself. #2: A service-$400, and told my timing belt needed replacement on <50,000 mile Camry. I authorized the work and at pick up was told my cabin filter needed replacement. I asked the cost, told the same $125.00. I told the agent that I just replaced it myself for $5.00 and I it was understandable for them to charge but not gouge. He looked caught but offered no apology. #3: A major service-$600.00, and a call indicating a torn bellows boot and leaking power steering fluid, costing $1300.00 more. I proceeded asking questions: How does a boot get ripped? Response: Something can fly up under the car and rip it. There was no instance of such while I was driving the car. Question: How much fluid leaked out? Response: it was empty, in the red. The fluid was full when I took it in, no light was lit on the dashboard, and there was no noise when turning the wheel that would occur if there was no fluid. The car-a 2005 with <60,000 miles has had some major repairs in contrast with the mileage that I would expect at >100,000 miles. I declined the repair; Goodyear told me I definitely would have heard the noise from no fluid and although the boot was ripped, the repair was not needed. I also had an alignment performed at that time and the car pulls to the right. There is no way of proving the service dept mechanic intentionally ripped the boot, but nothing flew up into my undercarriage while I was driving and there was no sound symptom of no fluid. The reality is cars in general are not selling these days due to the state of our economy, and dealerships are hurting. I won't go back. As if the $30,000.00 purchase was not enough, they gouge returning customers for service. Gouged enough.
04/I3/2014. Took my car in for repair and due to my past experience with other service shops; I did verify the car odometer reading with what they have put down on “millage in/out” section in the initial paper work before they take it away (The reading was 82790.) They called me the next day and said that it is covered under warranty but car needs to stay in shop till Wednesday since the part is coming from Los Angeles.
04/16/2014. During the pickup on Wednesday evening I re-checked the odometer before leaving the area and noticed that it was reading 82972 (an additional of 182 miles.) when I confront the person in charge (John Smith) he said there must be a mistake or he might have put down the wrong readings on initial paper work. I told him that I did verify the odometer reading right after he handed the initial paper work and it was a match. Then he tried to explain away the discrepancy and saying that we have camera footage that will show the car never left the lot (BUT ODOMETER DOES NOT LIE.) When I asked to speak to manager, he said that manager has gone home (10 minutes to 5:00PM) and he only works till Wednesday and wont be in till next Monday.
It was a very upsetting situation for me since I trusted them with leaving my car in their possession. For all I know, besides putting almost 200 miles on my car, the driver could have taken it to his privet shop or garage and replaced its parts with used or after market one since it was no longer in the possession of dealership service shop. Before driving away, I took a continuous iphone video of the car and its odometer reading while it was park in front of their as a proof to my claim.
4/17/2014. Spoke to service Manager Barry and Service director Kenny and was hoping that they would try to investigate the matter (may be with the help of their surveillance camera) and have a corrective action in place so no other customer will fall victim to it. But Kenny refused to accept the fact that initial paper work (with my signature on it) had the correct drop off millage (also verified by me) and tried to brush it under the rug by trying to offer carwash voucher for my inconvenience (WHICH I NEVER GOING TO USE.) My whole point is to help others not to fall victim and be aware of such a conduct that goes on. My advice to them is to take a before/after photo or video of the odometer at any service shop.
Two days later while driving at night (first time since pickup), Police pulled me over for none functioning head lights!!!! Also car is not performing like it used to and I am not sure if the engine has been under stress for that extra 182 miles. I am extremely stressed out by this experience and I don’t know where to turn to.