Bel-Air Toyota

UPDATED REVIEW of 2011-10-19, 5:45 PM I did contact UPDATED REVIEW of 2011-10-19, 5:45 PM I did contact the service manager (Antoine Thibodeau) with the original review (see below). He got back to m UPDATED REVIEW of 2011-10-19, 5:45 PM I did contact the service manager (Antoine Thibodeau) with the original review (see below). He got back to me shortly after with the promise he would look into it, and he did. He called me the next day. He agreed that there had been a series of miscommunications and asked me what he could do to rectify the situation, because he "doesn't lose customers". My first suggestion was a refund of the difference between the charged and quoted prices, to which he readily agreed. He apologized and told me that I could talk to him at any time in regard to any issue. The cheque arrived in the mail today. With it was a letter and a coupon for a free vehicle detailing - $280 worth - "As a token our our appreciation...". I was not expecting that, and was pleasantly surprised. This is a good-faith resolution. We're prepared to give the service department at Bel-Air Lexus Toyota another try. - - - - - ORIGINAL REVIEW of 2011-10-05, 12:46:32 PM Original ratings: Customer Service: 1/5 Quality of Work: 4/5 Friendliness: 2/5 Overall Experience: 1/5 Price: 1/5 This review concerns the servicing of my 2005 Toyota Sequoia 4x4. Yesterday I called the dealership and asked for a quote for three services. I spoke to Isabelle. Here are the quotes I received. Parts and labour, before tax: - Spark plug replacement: $112.95 - Front differential fluid change: $28.95 - Oil, filter and lube: $40.95 - Total, taxes in: $206.63 On the basis of these numbers, I booked an appointment. This morning I arrived to drop off the truck and spoke to service advisor Marielle. I noticed right away that she wrote down $65 for the oil change, so I asked her about the difference between that value and the quote. She told me Isabelle 'probably thought I was bringing in a Corolla'. That's one. Midway through the morning I got a call from Marielle telling me that the spark plugs my engine required were the Iridium type, not the standard type, and the price would be $202. That's two. When I picked up the truck at lunch Marielle wasn't there, so I dealt with Guy Cyr. I asked him why I wasn't quoted the correct prices in the first place. He told me that Isabelle is in reception and relies upon the dealer's computer, which is occasionally incorrect, for quoting prices. He told me that I should ask to speak to a service advisor when I call. If that's the case, why is reception quoting prices at all? That's three. Guy said they had already booked my next appointment for the 192,000 km service, which includes lubrication of the propellor shaft. However, I specifically asked Marielle AND Isabelle for Oil, Filter and Lube. Was the lubrication not done? His response: When you tell a service advisor you want lubrication we assume you mean lubrication of the locks, latches and hinges, so that's what we did. That's four. When I asked Guy for an explanation of discrepancies, the most frequent answer I got was, 'I cannot answer that question.' We paid and left - incidentally, their debit machine was down and I had to pay by credit card. No big deal, it happens. When I got back to the office I took another look at the bill and saw that I had been charged 34.96 for the front differential fluid change. That's five. - Total, taxes in: $337.77. That's five. Five reasons why we will think twice about returning to Bel-Air Lexus Toyota. I'll be sharing this review with the service manager. More