Brought In for an Oil Change, Left with a Dead Radio
I took my car to Cobb County Toyota on March 31st for a routine oil change and to have my CarPlay port inspected because it was not working properly. When I got there, my radio and screen were working perfectly fine aside from the CarPlay issue. I waited about 3-4 hours for the service to be completed. After getting my car back, I realized my radio screen would no longer turn on at all. The entire display system was completely dead. I immediately called the service department, and they apologized and offered me an appointment the following morning. The next morning, I went back and waited another two hours while they looked at the vehicle again. I eventually had to follow up myself for an update because nobody communicated with me. When I finally spoke to the service staff (Andrew), instead of explaining what had happened or attempting to diagnose the issue clearly, I was immediately told about replacement radios and quoted $1,965 plus tax. At no point did anyone explain why my radio stopped working immediately after servicing my vehicle. I brought the car in with a functioning radio and left without one. The interaction felt dismissive, and it seemed more focused on avoiding responsibility than helping resolve the issue. One manager even told me, "Well, your car has over 100,000 miles, what did you expect?" My car had about 106,000 miles, but that response felt disrespectful and completely ignored the fact that the radio was working before the service appointment. I called Toyota corporate support, who opened a case and told me I would receive a callback from the store manager within 24 hours. I never received that callback. When I followed up again with corporate, I was told the dealership claimed it was simply a coincidence that my radio stopped working at the same time they serviced the vehicle. Wanting a second opinion, I took my car to an independent shop. Within a short time, they found that a fuse connected to the radio appeared to have been blown and removed entirely. They replaced the fuse, and my radio immediately worked perfectly again. Total cost: $75. After being quoted nearly $2,000 for a full radio replacement by Cobb County Toyota, the actual issue turned out to be a missing/blown fuse that cost $75 to fix. I understand that mistakes can happen during vehicle service. What disappointed me most was not the mistake itself, but the lack of accountability, communication, and customer care afterward. I hope this review encourages better transparency and treatment of customers in the future.
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