First Team Toyota
3400 Western Branch Blvd
Chesapeake, Virginia 23321
Sales and Service: 888-702-8919

I took my daughter's RAV 4 in to get all the wiper blades replaced, tires rotated, state inspection, and multi point inspection. I made the original approintment on line and received a confirmation. When I took it in at the scheduled time they acted as if they had no idea why I was there although they ask you what you want done to your vehicle when you book the appointment on line. I clearly explained to the service advisor that the vehicle had been in a couple of months back for an oil change and that when my daughter brought it home I noticed that the rear wiper blade insert was cut and hanging. I informed them that I wanted a Multi Point Inspection done (which they should do and advertise they do complete on every vehicle that comes through the shop) because of the wiper blade being missed the last time. When the vehicle was finished, it sat in the lot for 30 minutes (I found this out later) and no one informed me it was done. I had to go out and inquire about its status before finding out. When I was handed the keys I saw that the multi point inspection form had not been filled out at all. I inquired about the fact if they did it and the service advisor said they did, but didn't find anything wrong. Being one that works with dealerships I know this is not the way MPIs are communicated to customers. They never completed an MPI on my daughter's vehicle. During a time when Toyota vehicles are being recalled left and right, to not complete an MPI, also known as a "safety inspection" on every vehicle that comes through a Toyota dealership in my mind is a crime. To not do one after a customer specifically asked for it (and it is clearly noted on the RO (repair order to the service technician) is just lazy. To lie to me, the customer, that it was done, is bad business and unethical. I paid for the work that was done, went out to the vehicle and the wiper blade I brought it in to have replaced was still hanging down. I went back in and asked for the service manager. The service advisor stated he was not in. I asked for the person in charge, and she said no one was in charge. (what?) I then walked her out to the vehicle and showed her the wiper blade and she said, OK, I'll have service take it back and put one on. At that point, I just drove away. The couldn't do it right the first time, what gives me any confidence they are going to do it right now. Additionally, they should have never passed the vehicle for VA state inspection with the wiper blades in this condition. It is a safety issue. I will NEVER go to this Toyota dealership again. I have to question whether I will ever go to any Toyota dealership again. I question whether I will ever purchase another Toyota again.

Tom Rein

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