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Unprofessional, damaging auto repair advice

On July 28th I brought my 2004 Toyota Prius to your dealership, Foss Toyota, Casper, Wyoming, for evaluation. The night before as I was approaching Casper indicator lights went on indicating some sort of mechanical failure. The car appeared to run normally and I was able to make my way into Casper late on the evening of July 27th, I arrived at Foss Toyota before the service department was open and presented my car to the service department when it opened. A shuttle took me back to the motel I was staying at and picked me up again shortly thereafter. I was told that a water coolant pump was needed and could be ordered and delivered the next day. After discussing this with the service person I asked if I could drive the car safely back to Los Angeles. I was told I could. I asked if the warning lights would come back on and I was told that they probably would and to ignore them. I paid for the diagnosis and left. My family and I, consisting of my daughter and two young grandsons, left Casper at about 10 traveling on Highway. Within about 30 miles the warning lights came back on and shortly thereafter the air conditioning stopped working. Then the car appeared to run more roughly and I became very concerned. At Independence Rock Rest Area, the first place available to stop, I parked and tried to get help on my cell phone but there was no reception. The pay phone would not accept a credit card and I quickly learned that NO ONE accepts collect calls! I anxiously waited for cell phone reception but was unable to get any. After 90 minutes or so a State Trooper was able to get my tow company for me. The trooper also called Foss Toyota for me so I could have the part ordered. Then he called my master technician at Keyes Toyota, in Los Angeles who told me under no circumstances should I drive my car needing that part replaced as it could damage the hybrid system to the tune of thousands of dollars. Several hours later I was finally towed back to Foss Toyota but because the part had not been ordered very early that day it was going to take an additional day. So instead of getting the part the next day, Wednesday, it would be arriving on Thursday. Thursday the part arrived, it was installed and I was finally able to leave Casper. This particular part had a service bulletin regarding replacement. The replacement was free with mileage of 60,000 or less. My mileage was 77,000. The person who worked on my Prius defended his recommendation that I could safely drive back to Los Angeles was based on the fact that the service bulletin did not state that the car could not be driven! When I called and spoke with my master technician at Keyes Toyota and asked him how he knew the car shouldn’t be driven he stated that it was Prius training. He also informed me that he had only done 4 or 5 water coolant pumps but that the extensive training provided him with the expertise needed to work on the hybrid cars. I tried to negotiate with the service manager on the cost of the repair along with a rental car. I was given a car and was surprised when it was not provided for me, given the circumstances. In order to get my car so I could leave and return home I paid for the repair and car rental. I disputed the charges with my credit union but they were unable to work out a settlement. At this point I am going to try to appeal to your sense of fairness toward some sort of compensation for the additional day and night’s food and lodging not to mention the inconvenience of being stranded for hours at Independence Rock. Fortunately I did not miss any work time as I am a teacher and neither did my daughter. This was a very unfortunate experience for me and my family during a difficult time. This trip from California to South Dakota was to bury my father and we were all overwhelmed with grief. During our stay in Casper, both coming and going to South Dakota we found everyone else in Casper to be warm and caring, making every effort to make us feel welcome. Susan Higgins
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2 comments
#1111754

An unhappy fussbudget Toyota Pious owner from Los Angeles, Commiefornia. What a surprise.

#514571

of course its everyone elses fault when things happen, worthless online rant because thats all you can do.......complain, complain, complain, get a real car If you hate your POS prius !

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ID
#140170 Review #140170 is a subjective opinion of poster.
Location
North Hollywood, California

Unprofessional advice

On July 28th I brought my 2004 Toyota Prius to your dealership, Foss Toyota, Casper, Wyoming, for evaluation. The night before as I was approaching Casper indicator lights went on indicating some sort of mechanical failure. The car appeared to run normally and I was able to make my way into Casper late on the evening of July 27th, I arrived at Foss Toyota before the service department was open and presented my car to the service department when it opened. A shuttle took me back to the motel I was staying at and picked me up again shortly thereafter. I was told that a water coolant pump was needed and could be ordered and delivered the next day. After discussing this with the service person I asked if I could drive the car safely back to Los Angeles. I was told I could. I asked if the warning lights would come back on and I was told that they probably would and to ignore them. I paid for the diagnosis and left. My family and I, consisting of my daughter and two young grandsons, left Casper at about 10 traveling on Highway. Within about 30 miles the warning lights came back on and shortly thereafter the air conditioning stopped working. Then the car appeared to run more roughly and I became very concerned. At Independence Rock Rest Area, the first place available to stop, I parked and tried to get help on my cell phone but there was no reception. The pay phone would not accept a credit card and I quickly learned that NO ONE accepts collect calls! I anxiously waited for cell phone reception but was unable to get any. After 90 minutes or so a State Trooper was able to get my tow company for me. The trooper also called Foss Toyota for me so I could have the part ordered. Then he called my master technician at Keyes Toyota, in Los Angeles who told me under no circumstances should I drive my car needing that part replaced as it could damage the hybrid system to the tune of thousands of dollars. Several hours later I was finally towed back to Foss Toyota but because the part had not been ordered very early that day it was going to take an additional day. So instead of getting the part the next day, Wednesday, it would be arriving on Thursday. Thursday the part arrived, it was installed and I was finally able to leave Casper. This particular part had a service bulletin regarding replacement. The replacement was free with mileage of 60,000 or less. My mileage was 77,000. The person who worked on my Prius defended his recommendation that I could safely drive back to Los Angeles was based on the fact that the service bulletin did not state that the car could not be driven! When I called and spoke with my master technician at Keyes Toyota and asked him how he knew the car shouldn’t be driven he stated that it was Prius training. He also informed me that he had only done 4 or 5 water coolant pumps but that the extensive training provided him with the expertise needed to work on the hybrid cars. I tried to negotiate with the service manager on the cost of the repair along with a rental car. I was given a car and was surprised when it was not provided for me, given the circumstances. In order to get my car so I could leave and return home I paid for the repair and car rental. I disputed the charges with my credit union but they were unable to work out a settlement. At this point I am going to try to appeal to your sense of fairness toward some sort of compensation for the additional day and night’s food and lodging not to mention the inconvenience of being stranded for hours at Independence Rock. Fortunately I did not miss any work time as I am a teacher and neither did my daughter. This was a very unfortunate experience for me and my family during a difficult time. This trip from California to South Dakota was to bury my father and we were all overwhelmed with grief. During our stay in Casper, both coming and going to South Dakota we found everyone else in Casper to be warm and caring, making every effort to make us feel welcome. Susan Higgins
View full review
1 comment
#682168

I HAVE NEVER 1 TIME HAD ANY PROBLEM AT THIS DEALER

ID
#140165 Review #140165 is a subjective opinion of poster.
Location
North Hollywood, California

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