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I originally brought my 2018 Tacoma in for the 5k service, which I was told would be; checking and rotating tires, and checking fluids.
When I arrived at my scheduled appointment, I was told it would be a 2 hour wait because of how busy they were. When I pointed out a leak in my rear differential, I was asked how I noticed, I replied that I was checking forums about possible issues with that particular model. The service advisor told me not to research potential issues because it gets people questioning issues that don't exist, even after I pointed out the leak. I made an appointment for June 17th to drop off my truck and get a loaner vehicle.
June 17th I met with Grant Noftle to drop off my truck for the 5k service, and the leaking differential. I also ask about the recall on the millimeter wave sensor, which I had never gotten notice for (thanks forums), and a chemical residue drip from the factory on my windshield. I was given my loaner car and told it would be a couple days.
June 19th, I received a call from Grant saying the 5k service and recall had been done, and he'd spoken with the regional service manager to get confirmation on the differential and windshield. He said everything was covered and it would be done in a couple days. There's 4300 miles on the vehicle and well within the bumper to bumper warranty.
June 22nd, I received a call saying it was done but I wasn't able to pick it up before the dealership closed. June 23rd, I came to the dealer and was told I couldn't pick up my vehicle because the service department was closed, and no one had access to the keys.
June 24th, I came back, Grant told me the vehicle wasn't finished and he didn't know why someone would have called. He then told me he hadn't even contacted the regional sales manager about the windshield. When I expressed my displeasure with the situation, he offered a free car wash, which was kind of a slap in the face. Later that day I received a call from Grant stating, he had fought to get my factory defective windshield replaced and it would be ready for pickup June 28th.
June 29th at 4pm, I received a call from Grant that my vehicle was finally ready for pickup, but he wouldn't be there and to deal with another service advisor. At 4:15pm I walk in and see Grant walking right towards me, after his eyes widen because he's been caught in another lie, he proceeded to put on sunglasses (indoors) and walk past looking out the window, to avoid acknowledging me.
I finish my paperwork with the original advisor, that had told me not to look for potential issues with my vehicle.
My truck is brought to the front as dirty as the day I dropped it off, and I pulled out of the lot finally done with this horrible experience. Then I noticed my cupholder that was half full of change was nearly empty(not sure if there's a vending machine). I don't care if it was a couple dollars or thousands, being stolen from at your dealer, put this experience over the top.
After being lied to multiple times about the status of my vehicle and a couple days turning into 2 weeks, multiple wasted trips, cancelling plans because a carolla hatchback loaner doesn't fit my needs, being talked down to about my automotive knowledge, a service advisor trying to use a disguise to avoid me noticing him, and being stolen from, I tried taking it up with Toyota corporate. I exchanged several emails telling me I would be contacted by Kim Jaffe, the customer relations manager or another member of the management team.
It's been almost 2 weeks and I have yet to hear from anyone at the dealership and corporate has been zero help at all.