Transmission failure
Broke down on Tuesday 3/24/15 on 695 and was towed to Russell Toyota. Thirteen days and nearly $5,800, including rental, later we got the van back. On 3/31 was told van would be ready on 4/1 at 5:15 pm. We are from Harrisburg, PA so family drove down on 4/3 only to be told van wasn't done and to come back on Saturday. Called on Saturday and still wasn't ready. Called on Monday and still not done. Although I was told to leave at 2:30 and it would be done till I got there. Got another call at 3 and told me it still wasn’t done. In this thirteen day period I called Toyota National who only agreed to cover the cost of the rental, up to $500.00. I also called Russell's service manager, general manager, and customer relations manager, none of whom would call me back. I have since called again for the general manager, who is apparently the only one that can provide a regional manager's contact info., and still no call back. He did finally email but still not with the requested info. No one can explain to me why a 5 year old van with 72,000 miles needs a new transmission and why this new transmission only comes with a one year warranty even though it should be the same one going into a vehicle coming off the factory line that gets a 3 year, 36,000 mi. warranty.
The breakdown and cost to repair is bad enough but the lack of a warranty and lack of concern about customer satisfaction is inexcusable. It is readily apparent that Toyota has not made a connection between customer satisfaction and customer loyalty. I had a mechanical failure on a Chevrolet years ago outside of the warranty and in order to show some responsibility Chevy provided a voucher for significant discount on the future purchase of a new Chevy. Unless Toyota addresses this to my satisfaction I can pretty well guarantee that we will never buy another Toyota and will certainly never recommend them to anyone.
The breakdown and cost to repair is bad enough but the lack of a warranty and lack of concern about customer satisfaction is inexcusable. It is readily apparent that Toyota has not made a connection between customer satisfaction and customer loyalty. I had a mechanical failure on a Chevrolet years ago outside of the warranty and in order to show some responsibility Chevy provided a voucher for significant discount on the future purchase of a new Chevy. Unless Toyota addresses this to my satisfaction I can pretty well guarantee that we will never buy another Toyota and will certainly never recommend them to anyone.
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