Had two previous repairs done at this dealership and have - JY341
Had two previous repairs done at this dealership and have been a frequent client for their parts. Not cheap but I thought I was paying premium for quality and I enjoyed my interactions with some of the staff there. Well that sense of premium service was completely destroyed when I took my sienna there for a noise coming from the front passenger side. I was charged for a "complete" x-point check. When I picked up my car, I was handed a long list of other things that amounts to costs well over 9k. Naturally I asked about the relation of those problems to the noise that brought me there in the first place and the reply was "Oh, yes, they might be connected, when you fix these problems, we will check your car again, if there is still a noise, we will go from there." Because of the big price tag, I decided to take the car home and think about it. When I got him, I got under the chassis, and looked at the things the dealership pointed out to me. I noticed that these are old issues, so I decided to pay a private mechanic for a second opinion. He asked me to drive the car around the block with him in the passenger seat. As soon as we hit 40kmph, the noise came on and he concluded ball bearing. I then looked up some youtube video and watched how other mechanics diagnosed car noise problems and some with worn ball bearing sounded just like mine. With that information, I called the dealership and explained everything, when the receptionist tried very politely to reject my claim that perhaps the technician never even drove my car to check my noise complaint, I asked to speak with a manager, who was a sufficiently knowledgeable person and easier to communicate with, especially after I informed him that I had paid someone else to diagnose the same issue. He told me to come back 3 weeks later for a "free" re-check! I had no idea why I even agreed to that bold request. And yes, I did arrive 3 weeks later when the car noise had grown even louder and one minute after the manager got in the car as I drove away for a road test, he concluded, yep, it was mostly from broken ball bearing. Think about the possibility that I would have had it replaced at the dealership if the issue was correctly diagnosed the first time! He offered no real explanation or compensation when I asked him how such a common mechanical failure that can be easily diagnosed by a road test could have escaped his tech's attention. All I got was a resounding confirmation of what the real problem behind the noise. Needless to say, I took all my future auto maintenance to somewhere else. I would give a zero star if there were such an option.
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