Toyota Santa Monica
801 Santa Monica Blvd
Santa Monica, California 90401
Phone: 424-268-3812

Nail in tire that the dealer was supposed to plug. The plug is on my service receipt. Discovered that the nail was never removed and was still in the tire and that NO plug was ever installed. Also charged to rotate tires that was never done.

Lisa Garrett

I have visited the dealership 4 times in the past 3 months in an attempt to have a defective part replaced under warranty. I own a new Matrix with 10K miles. The panel that cover the pillar between the driver door and rear passanger door fell off because it is defective and it cannot be remounted. I first took the car in in October. I was told that a Toyota Rep needs to see the part and approve replacement. I waited one month for a call from the dealership(they promised to call me and set up an appointment) after not hearing from them, I called and complained and was told to bring the car in again and they will take care of the issue. I drove it in again (30 minute drive in each direction from my house and back). Left the car with the service dept for a few hours. Got a call to come pick up the car and was told that they cannot replace it without the Toyota Rep approval. My complaints that we have been there already and why tell me to bring it in again did not help. They promised to set up an appointment for the next time the Toyota Rep will be in. I drove the car again after receiving such a call and dropped the car off for the third time. A few hours later I get a call to pick up the car and that they did not perform the repair because the Rep never showed up. Now I am pissed as hell, I call and complain to as many people as I can at the dealership. The manager finally agrees to order the part and replace it without Toyota Rep approval. He promises to call me when the part is in. I wait a whole month and nobody calls. I pick up the phone a couple of days ago and complain that no one has contacted me regarding this issue, they tell me that I can bring in the car today 12/30/2009 and all will be well. I drive my car all the way to the dealer again and decided to wait for my car in the waiting area. Two hours go by and I finally get up and question the service people about my car. The service guy looks very blushed and embarrassed and tells me that they do not have the part in stock and that I will need to bring in the car again!!!!!!!!!!!! I just wasted half a day on this damn issue again....30 minutes of driving....wasted gasoline........and they want me to come back again! I think that I am being given a major run around and that there is no real intention of taking care of this issue. I would warn any Toyota owner to keep their distance from this outfit.

Complaint filed with Toyota. Toyota Response: Sorry, this is our policy, there is not much we can do for you!

My last Toyota ( I was a very devoted owner...this is my 5th Toyota vehicle). .Never again!

Jake Dorian

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