Poor Quality at Toyota Dealership, Am I Overreacting?

EightImmortals on 02/07/2022 - 13:30
Last edited 02/07/2022 - 14:54

Beats me. So anyway as I have posted previously we bought a new Rav 4 last year, great car no problems. But I am losing confidence in the quality of the dealers service department.

At the 1st service (1500Km) I asked them to change the oil (and paid them extra to do it) even though it's not really needed but as keep my cars for a long time I like to make sure they are properly maintained. The manual says that the preferred oil is 0W16 (hybrid), they put in 5W30. OK the manual says that's acceptable as well, but still? Car seems to be running OK so I didn't worry about it.

Just had the car in for it's 12 month 10K service, I noted at the time that the adhesive tape holding the weather shields on was starting to degrade already and asked them to look at it for me thinking they would just replace the tape. Apparently not, they wanted top replace the whole kit as it was under warranty, so whatever, just means another day in the workshop for the car, no biggy. At the same time I noticed the invoice said they had put 10W30 oil in instead of 0w16. When I queried them they called me back and said that was just a typo and the tech 'definitely' put 0W20 in (still not 0W16)…OK.

And yesterday they replaced the weather-shields but left bits of old adhesive throughout the inside and outside of the car. I took some pics (after I cleaned about half of it up and figured I should probably take some pics :)). Clearly they didn't check the car after doing the job.

https://imgur.com/RVH20ek
https://imgur.com/gTS1gGX
https://imgur.com/fWE11eH
https://imgur.com/nVPynVq

So not the end of the world but I'm seriously thinking of taking the car to my non-dealership mechanic from now on as at least I know they do the job properly and take care of my vehicle even though it will probably cost me more. I'm usually pretty patient and accepting when mistakes are made but I'm not getting a good vibe from these guys.

Poll Options

  • 57
    Overreacting
  • 262
    Not overeacting
Automotive

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Toyota Australia
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Comments

  • Oz em on 04/07/2022 - 11:58

    The dealer quoted $3500 to fix a part. Then before getting that repaired I had more issues and went back and was told the transmission had a fault and to buy a new car as it couldn’t be repaired.

    I took the car elsewhere, I paid $700 and it no longer has any issues.

  • jason101 on 04/07/2022 - 12:40

    Does the oil type (examples in this post) really effect engine life or performance in our climate or typical vehicle use in AU ? While I understand this is a matter of principal being raised by the OP, does the lighter grade oil perform better at sub zero or when rock climbing at 2kmh for hours in Nepal etc which isn't really applicable in Oz ?

    • EightImmortals on 04/07/2022 - 13:04

      I think it has to do with the stop/start nature of the hybrid engine, the oil needs to be fairly thin I guess to avoid issues? Though the manual does list lower grade oils as 'acceptable' and I'd be surprised if Toyota engines could handle a variety of oils to due to different locations not having access to all types of oil. But if the book says a particular type is preferred I don't think they wrote it in there just for funsies. :)

      • legs on 04/07/2022 - 13:26

        You'd think of all places, the dealership would follow the exact manufacturer guidelines.
        In reality, unfortunately they don't.

        0w20 and 0w16 are almost exactly the same. 0w16 is less commonly used though, does that mean maybe it's more expensive? If so then you've got the reason why the dealership would pick the more common (and cheaper?) consumable.

        Personally I'd still want to use the exact recommended specs given that's what they would have used for engineering, testing, etc. Toyota engineers would have a reason why they recommend a particular grade. Whether that reason relates to engine longevity or is part of marketing (trying to extract the absolute maximum fuel efficiency benefit to meet a certain km per litre figure) it shouldn't matter and the dealership should use what the manufacturer recommends…

  • JimB on 04/07/2022 - 13:35

    Next time you drop it off ask the service adviser to specify the 0w16 oil on the job sheet.

    Also WTF is Toyota specifying 0w16 oil when they have 0w15 oil?

  • Drakesy on 04/07/2022 - 14:15
    +1

    I can confirm that nit picky customers will get looked after the least. If you make it a headache for mechanics then they won't put the effort in.

    I wouldn't pull them up on the adhesive, probably got the apprentice to do it, not worth losing sleep over.

  • l005e on 04/07/2022 - 14:30
    +3

    Toyota dealership mechanics are hopeless.

    Here is what happend to me: After a 40,000 service they forgot to tighten the sump plug on our prado, had a decent oil stain on our driveway the next day.

    Called them and someone came out and drove the car back to the dealership and assured that this was minor issue and safe to drive…….ok.

    When they droped the car back I asked what they would do about the driveway and the guy said someone would call to come and clean it all up…never happened.

    Called and complained but they dont care.

    They also never changed the air filters inside the car disbite confirming it on the service sheet, had to do this myself.

    F U Toyota

  • hornbill on 04/07/2022 - 14:43
    +1

    When I picked up my hybrid Camry from dealer they left out the floor mats promised and also forgot to install apple car play.
    Had car play installed at 1000km check up but went to another Toyota dealer for first service.
    That place filled the oil another half way up again above the full mark. Shame they trap you with capped price servicing.

  • digitalbath on 04/07/2022 - 15:43
    +4

    Not overreacting, but I doubt anything will change.
    Most of society workforce these days is happy with just doing the bare minimum, and attention to detail is severely lacking in most customer focused jobs. Just the way people are these days.

    • superuser on 04/07/2022 - 18:03
      +1

      There are still good people love doing their jobs though but very rare.

      • digitalbath on 05/07/2022 - 12:51
        +1

        Oh definitely. I agree completely. Sadly they are in the minority these days though.

  • keejoonc on 04/07/2022 - 16:26
    +4

    Funny thing is if you were the one who used the different spec oil and something goes wrong, they will probably blame you and refuse any warranty.

    • [Deactivated] on 05/07/2022 - 09:22

      Warranty vs precision maintenance. Its a real dilemma unfortunately.
      Who would have thought the place where they sell new cars is a bad place to keep an old car alive huh?

  • superuser on 04/07/2022 - 18:02
    +1

    Never go to dealer, that's what I've learned from buying a brandnew car, 1st service at dealer, they spilled the oil on engine and didn't even bother to clean it up, it's the dealer with miniature Sydney harbour Bridge at front. I guess it's bad everywhere now.
    I'll only buy a second hand car from now on.

  • DiscoJango on 04/07/2022 - 19:22
    +1

    All dealerships use minimum wage apprentices, dont expect any quality service when you drop your car off to them.

  • sajidmib on 04/07/2022 - 21:25

    My belief is until i havent spent on AMG C63 all other cars can live with small cosmetic issues. I would only cry if something is cosmetically not nicely done on my amg.

  • srr on 04/07/2022 - 22:19
    +3

    This is why I'm the one servicing my car.

  • Milestron on 04/07/2022 - 22:34

    I've also been underwhelmed by the Toyota service experience. I'm hoping to be in a position on my next car to get a premium brand. Was wondering if people have had better experience with BMW Mercedes etc?

  • wtfnodeal on 04/07/2022 - 23:00
    +1

    If your car has a dip stick take it out to see the oil is fresh/transparent or dark. There is a chance that they didn’t even change the oil and the oil filter.

    • greatlamp on 05/07/2022 - 09:12
      +1

      I doubt they would be so callous. They would dump the oil, top up with cheap stuff and call it done - no proper drainage of old oil in the sump, and no replacement of the filter.

      You wouldn't be able to tell.

  • shreav on 05/07/2022 - 05:00

    I was advised that servicing my car anywhere else will void my warranty. =\

    • knasty on 05/07/2022 - 09:32
      +3

      Not true in relation to statutory warranty. Extended/dealer warranty probably yes.

      • shreav on 05/07/2022 - 10:28

        Yes that's my issue unfortunately. I used to think the 5 year warranty was awesome. Now not so sure.

  • lost in transit on 05/07/2022 - 05:19

    Why people still use Toyota servicing is beyond me…..
    Find a great mechanic and use them…

  • greatlamp on 05/07/2022 - 09:14
    +2

    I hope people sharing here start posting negative google reviews at each dealership. Include pictures wherever possible. Google is very reluctant to delete genuine reviews.

    This industry is crooked because there are no consequences for ripping off the customer

  • Cheapsize on 05/07/2022 - 15:46

    If possible change dealers in my opinion.

  • brad1-8tsi on 05/07/2022 - 16:32

    Are you sure 0w-16 (or 0w-20) isn't the North American cold climate brew?

    Our Honda is supposed to have 0w-20 in North America. In Australia it's 10w-30…

    • EightImmortals on 05/07/2022 - 17:08

      In the manual it says 0W16, I assume the manual is written for Australia as there are no other countries mentioned. Is your Honda a hybrid?

      • brad1-8tsi on 06/07/2022 - 14:59

        2005 Honda Accord Euro. They specify the thin oil for the North American sub-zero winters and to meet the CAFE targets. You wouldn't run 0w-20 in a Californian summer if you wanted engine longevity. It's like water.

        Back to your issue.

        Did you look in section 8 of the manual? Possibly page 396 & 397. It's standard Toyota layout where they show a range of temperatures and a range of oil viscosities. Personally, for Australian temperatures, I would run 5w-30 if I was keeping the RAV4 for many years. That's speaking with my reliability engineer hat on.

        I reckon the dealer is doing the right thing.

        • EightImmortals on 06/07/2022 - 15:09

          Yes, it says 0W-16 preferred but 0W-20, 5W-20 or 5W-30 is recommended. It warns about 10W-30 in cold temps (-18c which we never get).
          Cheers

          • brad1-8tsi on 06/07/2022 - 15:23
            +1

            @EightImmortals: Unless you live in the Snowy Mountains our Syd/Mel/Adl low winter temps are 0c at worst.

            You should think more about bearing film of a 16 weight oil on a 40c day over bitumen in a traffic jam. It's an engine that turns off and then springs to life. Which oil will have the most lubrication layer remaining on the crank and conrod bearings? Tribology is an interesting field of thought.

            5w-30 somewhere near the money when cold but nearly twice the viscosity when the heats on.

  • geosta on 05/07/2022 - 18:10

    I have only taken my car to a dealer service once - bought a used Toyota Camry from a dealership, they offered a 3 year warranty (not that it was probably worth much anyway) if you got it serviced with them.

    Take it in for the first service, having noticed that one of the headlights wasn't working, waiting to get a phonecall saying that they were going to need to replace it.

    No phone call, except to say service is finished and that I can pick it up.

    Collected car, tested headlight and sure enough, was still not working. I checked the service log and they had ticked "Check headlights".

    Resolved never to go back and just take it to my family mechanic.

    Two days later I get a phone call from the dealership asking for feedback on the service experience. I asked whether their service technician was either A) a liar, or B) incompetent. They stammered through some corporate-speak bullsh*t but at the end of the day they knew they couldn't really say anything. Other than to offer for me to bring it back in for them to replace the headlight bulb free of charge (well, for the labour anyway, I had to pay for the part :)

    Yeah nah, I'm good!

  • KMeister on 06/07/2022 - 01:35
    +2

    If you have an issue with the service/s from your Toyota Dealership, please approach the dealership Service Manager, either in person or electronically (phone is the least effective method to initiate the communication). If this fails, please contact the head office.

    In relation to the engine oil, you CAN ask your Toyota dealership to use Toyota Genuine Oil, and they will work to honour your request . However, if you choose to ask them, please give them enough lead time, so they can order the correct oil in time. And no, Toyota dealers are not required to use Toyota Genuine Oil in your Toyota vehicle, however, they must adhere to one of the recommended oil grades mentioned in the Owner's Manual.

    Providing the engine oil used in your vehicle matches to prescribed API grades, has ILSAC certification and within the viscosity range, your vehicle should do fine, 0w-16 is the best resource conserving oil that is suitable for your vehicle, 0w-20 would do just fine too. For more info refer to page 396-397 in the Owners Manual. So don't stress about it too much.

    If there is poor workmanship, you've got to address it then and there, don't ignore it, or else the gaps will not be identified or fixed.

    In relation to the Hybrid Battery Health Check, you don't have to service the car with a Toyota dealer to get this done, you can get this done as a separate service from a Toyota dealership for a fee. Currently, to my knowledge, Non-Toyota operators do not have the capability or knowledge to do this service as per Toyota Specification, but the information will be shared with qualified operators/operations under the mandatory Motor Vehicle Information Scheme (MVIS), this law came into effect on 1st of July 2022.

  • echelon6 on 06/07/2022 - 10:46

    dealership workers are all noobs with maybe 1 'captain' but he's busy fixing mistakes for people who actually complain - the good ones eventually leave and start their own garages

    source: every job done by my mitsu dealer has had plastic clips not put in, missing screws and other noob bs that I ended up having to fix myself

  • lookalive on 06/07/2022 - 11:04

    I remember going to Peter Warrens to service my car, needed new timing belt. I was waiting to be serviced when a girl stormed in and demanded compensation for near new car, she claimed that the technician that changed her oil forgot to put the oil cap back on, and there was oil everywhere in the engine bay. She was furious, wasn't swearing, just very angry. She wanted a new car because she believed the damage done to the engine must be permanent seeing how she's driven it for many hundreds of KMs, they said the best they can do was clean up the mess and fill it up again, basically, no compensation. I left before I saw the final outcome, but yeah, stealerships often hire juniors.

  • Herbse on 06/07/2022 - 11:17
    +1

    Toyota have lost the plot. They used to be excellent value with a high reputation for quality and service. Now they're the worst value, longest wait times and average quality.

    They are living off their 1990s reputation and being overtaken by the Korean market who are now doing what Toyota did at that time. Offer more exciting vehicles with better design and style with a good reputation of value for money.

    From 1990 to 2015, 90% of my family and friends would only buy Toyota's out of pure Fanboyism, now the same group are buying Hyundai's and Kia's because there's nothing they like in the Toyota range and the price is way too high. Plus they are keen to get customers and not lazy and think they're too big to fail.

  • apple2016 on 06/07/2022 - 11:39

    I had the exact same issue of Holden dealer using a oil outside of manufacturer spec.
    Found an independent mechanic now and always supply the oil just to be sure!.

  • Cave Fire on 06/07/2022 - 19:38
    -1

    Couple of the newer Toyota engines need 0w20. Could be Vvti or similar. Previous gens had issues on 5w20. Could drain and fill 2ltrs then repeat later. Not sure if heavy weight oil would sink, you could buy one litre of 0w20 to test or go with oil analysis. Oil also thickens over time.

  • SleepingBanana on 13/07/2022 - 23:47
    +1

    Dealers are completely seperate companies but authorised to use Toyota’s brand, like your nearby Pizza Hut franchise. There might be some certain standards, but it’s up to the shop to decide to follow or not, just like you get different amount of pepperonis on your pizza from one shop to another.

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