Toyota of Glendale

First and foremost I am stunned at the poor customer service skills of the General Manager Gary and asst. Manager Cindy.

3 different issues happened all unacceptable and this vendor has been fired where I would entrust my car to nor would I ever buy a car from them again and at this point more than likely not buying another toyota.

Issue 1:

My car was scratched during a routine oil change and tire rotation. When the car came back from service it had grease marks all over it I assume from the rotation. When I cleaned it and I should not have had the car returned in that condition I noticed the marks. I emailed and called right away and also asked for Gary to return my call.

I was told to bring the car in. I did and Cindy took close up photos and said they would review the footage and she would get an estimate from the bodyshop and get back to me. (Note I'm bringing the car in 3 wks after the incident. They had 3wks to review footage and didn't.)

I had to follow up and was told it was all set and to bring my car in on Monday. I also get on a call with Carlos the service manager and let him know my concerns about them touching my car. He told me if I want I can drive it in or Cindy would go with me.

I get a call from Carlos that Friday end of day. Car was supposed to get work done on Monday, and told that Gary had to review the footage and everything was on hold. They approved the fix so why does Gary have to review it? Then I speak with Carlos on Monday and he changes the story and says that the delay was become I wanted to get the whole bumper painted. I asked for them to fix the scratch. We discussed the process for that and now Carlos acted like I'm asking for extra work. Then we discuss the footage again. and he claims that nothing bumped into my car. I told him to look at the close-up footage of what the rep took before taking my car to the back . He said he didn't see scratches. Right. So no scratches until it came back from service and since the tire rotation happened more than likely it was scratched with a tool or lift.

Then Cindy gets back to me a day or two later and starts berating me about a bad yelp review I left for them. Absolutely insane and inappropriate way to speak to a customer. Then keeps denying they did the scratches. I did not feel comfortable having her touch my car. She also keeps denying Gary knew of the issue. Yea every time I spoke to someone there I asked for Gary to call me including her.

Speak with Gary finally. Gary is rude and keeps telling me to stop yelling at him when I'm talking in my normal voice. Massive gas lighting. Clearly I do not trust these people with my car after the insane communication.

Issue 2:

12V battery dies while I'm out of town and leaves me stranded. Had to call aaa twice and get the battery replaced out of town. Had that battery died when I was the mountain which I was 20 minutes before it died I would have been stuck with no cellphone reception and no way to get help. According to Cindy and Aura they do not test the battery during the oil change nor let customers know the 12v has a lifespan of 4-6 years. The toyota of Monterey let me know that and they do communicate that as well as the other Toyotas I followed up with.

Life endangerment. Gary was patronizing when I explained what happened and acted like it wasn't a big deal. This man is disgusting period.

Issue 3:

The abusive and hostile communication from Cindy and Gary is unacceptable period. The owner of this place must *** this level of service or it would not have happened. Gary and Cindy need to guzzle less donuts and focus on customer service skills which they both lack. Both should be fired.