I have faced ongoing issues with a hood latch that was initially damaged by a Toyota Service technician over a year ago. I brought my vehicle in multiple times after noticing the hood would not close properly, following a diagnostic and axle check appointment. Despite these visits, the service only involved relatching the hood, and they never offered to replace the faulty latch. Today, they finally proposed replacing the latch but refused to cover the cost, even though the defect was caused solely by a Toyota technician. I will never return to this service location due to their failure to follow proper procedures, document issues accurately, and take responsibility for their technician’s errors. The time spent traveling to this distant location, combined with the risk to my safety—especially when my child was in the vehicle—highlights their negligence. After leaving the dealership today, I was assured the hood was secured and I could come back to have the full replacement done as I needed to get my child to school, only to find the hood was unlatched and bouncing on the freeway, posing a serious safety hazard. Their disregard for safety and customer concern is unacceptable. My repeated attempts to have the latch fully replaced, instead of just reattached, have been ignored, forcing me to reconsider my loyalty to Toyota. I previously trusted Toyota as a reliable, safe brand with affordable fixes, but this prolonged issue and poor customer service have severely damaged that trust and confidence in the brand.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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