Toyota Scion of Waldorf

It was sticker shock.  I found out I needed an alignment and there were a lot of things on there.  I figured if they're telling me these things need to be done, I should do it.  I think it was a little over the top.  I like that I can make an appointment online and they always do a good job on my car.  I never drove out of there and they didn't do a good job. The past owner, it's been changed, used to give you a chart and it would be yellow, green and red and they would check the things on there that they thought was either going, may need service the next time, so I was kind of aware of what was going to happen at my next check up. They don't do this anymore, so that I'm a little disappointed about, because it helped me know what I was going to get into the next time.  They just said I needed it and that was it.  They didn't say, "Oh this could be done at another time."  Usually they'll say, "Well this is going, but you can wait a little while for this."  They don't do that anymore.  I think they also could, when they make an appointment with you, that they could not make so many in that time range, so you don't have to wait so long.  You do have to wait a long time.  Although, they have a very comfortable waiting room, but you have a long wait for anything you get done there.  I think they overbook people.  It's under warranty.

They have a nice waiting room. It was clean. I like the way the techs come out and give you the information you need. They are very informative. The work was good. It would be better if they were faster.

unknown

unknown

unknown

.

It wasn't installed properly, and as a result, it affected my brakes. I didn't have proper braking on my car, and they had to tow my car back to the dealership after I had driven off.

Been going there about 6-7 years and they've been doing well.

unknown

unknown

Excellent. I have used this service provider for over 10 years. This is a Toyota dealership. I have used their service department and body shop routinely and have always received excellent, courteous and professional service.

The first time I went there earlier in the year was a horrible experience. Got the complete run around and noone seemed to know anything in the whole place. Work was not done when came to pick up so then had to wait another hour on top of previous delays.
I have to give their service dept a break however as my service last week was much better. I also went there last summer to enquire about new cars (twice). Was extremely unimpressed with the knowledge and professionalism of the sales staff. Got the runaround instead of answers so not surprisingly bought elsewhere

Toyota of Waldorf are very personable. They know me as a customer and they have worked me in. I got a flat tire and they came and took care of that on the spot for me. Overall, I'm pleased. My son thinks the price is higher, but that's the price I'm willing to pay to know that no one else will be working on my car but the dealership I bought it from and whatever is under the warranty.

I chose Toyota of Waldorf because they are located close to where I live. I found a car right away. The salespeople weren't pushy, but the financing people were. Everything else went great.

They were pretty good and fairly quick. Only from my experience they seemed to be a little fast. My wife did not have any complaints. The price was fair. They always struggle if it was a heavy day.

I like everything about Toyota of Waldorf or I wouldn't go back. Prices are high, but I guess you pay for what you get.

Friendly salesman, who was not pushy or over aggressive. We liked being treated in a professional manner with no high pressure sales tactics.

Overall their service was excellent. With good customer services skills.

Their service was excellent; very good. Their prices are reasonable and I will go back to Toyota of Waldorf.

When they called the $450 estimate to us I discussed it on the phone with several supervisor/management people. At all times they were very calm, claimed expertise and long experience and invited me in to see the brakes. Their main point was there was and quot;metal on metaland quot; and they couldn't turn the rotors. I went in and inspected the one surface (outside, drivers side) that had been and quot;metal to metaland quot;. My comment was there was only a few thousandths of damage and it could easily be turned. Their measurements of the front rotors was 0.967 (967 thousandths) and the minimum rotor thickness is specified by Toyota as 0.906. They had 61 thousandths that could be turned off the rotor's two surfaces, only half of that would be needed to yield a perfectly good rotor surface (this was substantiated and accomplished later at Mr. Tire).

Their stand was that once the pad edge (rivet) metal hit the rotor it changes the composition of the rotor and makes it impossible to turn. They further stated that their machine, that turns the rotor, is a $12,000 machine and they didn't want to risk damaging their machine and that the cutting bit would just bounce or be diverted off the damaged area. I explained that I had a modest machine shop background and I didn't see that as a problem, there was only a 3/8 inch band around the outer edge of the rotor, I told them if my floor jack had been working I would have just sanded that outside periphery after replacing the pads. They were pleasant enough, sensing that I was essentially suspecting that they were ripping us off, and explained as well as they could their position. I just disagreed and told them I needed a second opinion.

So they refused to turn down the rotor, would not just replace the pads (with the rotor having made light contact with the metalic rivet of the pad) and said it was unsafe to drive. I told them that was far from correct, that metal on metal would still stop the car (especially with only 3/8 inch metal contact) and that most people would have driven it thousands of miles like that before noises would have forced them to service the brakes. We had gotten in very early, as soon as any noise was heard and had used the emergency brake (rear brakes only engage) to get there (so as to not damage the front rotor(s) any farther). I had looked at the rotors before leaving home, the rotors looked fine. They would not honor the coupon. I refused to pay the $29.95 inspection fee, they did agree that if I was unhappy they would waive the fee. We drove home and took it to Mr. Tire the next day.

At Mr. Tire I didn't tell them any of the above until after the work had been done. They measured the rotors at 0.973 and 0.967 which was the same for one rotor and 6 thousandths greater for the other. They let me watch all of the work, when they turned the rotors they made three passes, the last pass being very light, the rotors looked like new. They replaced the brake pads, lubricated in the proper areas, rotated the tires for me, knocked off $7 from the usual $19 shop supply fee, drove the car to test the brakes, inspected the rear brakes and tires, etc. I was very happy with the service and price $122.34 after all fees and taxes. Toyota also of course would have added shop supply fees and taxes.

When Toyota sent me an email asking me to fill out a survey I did. I heard back from the service manager, very professional and pleasant, as were the others I had contact with and over a few emails we discussed the situation. In my opinion he did not understand the 61 thousandths leeway we had with the rotor. He mentioned another dimension of 0,936 as the minimum machining measurement. That means that between 936 and 906 you would have 30 thousandths, 15 on each side before you reached the 0.906 Toyota specified minimum. We weren't at 936 but 967, another 31 thousandths. Mr. Tire said they normally only take off 10 or 15 thousandths, per rotor surface, and when I asked if the rotors, even after this first turning down could be turned again they replied probably, meaning if there was no damage and another light turning were needed they could do it. I remain upset about Toyota, thus this report.

I emailed the service manager that I now understand why women hesitate to get auto repair work done. Frankly that is why I went along with my wife, it is her car. To complicate matters my wife thought we should give them the $450 and get the work done. She was inclined to believe Toyota even after I assured her the rotors could be turned. It caused an argument between my wife and I. Later, after Mr. Tire invoiced the work and we got the car home she saw it differently of course, she saved about $325.

I also emailed the service manager that I had wanted to talk to their general manager but couldn't spend the whole day there (we got in at 9:30AM and didn't get out until 1:30PM). I don't know if he forwarded our correspondence on to his general manager or not, I have not heard anything more.

In the very nice set of estimate and educational paperwork Toyota gave us it was stated and quot;When replacing the brake pads it is best to replace the rotors as well. This will allow the braking system to work at its highest level of performance, and will also allow the new pads to have the longest life possible.and quot; Of course brand new parts will always be better but this car had 89114 miles on it and there is always a question of being cost effective. Apparently Toyota turns plenty of rotors though because on the way out of their shop I was shown the machine they use to turn rotors, the rotors get turned while still on the car. A good concept because the rotor is being turned on the same shaft it normally runs on, giving a truer turning, a better system than removing the rotors and turning them on a separate machine as did Mr. Tire (and 90% of repair shops). My point here is that Toyota has a published policy/recommendation that the service people at Waldorf Toyota are apparently not only following but have been educated or brain washed to BELIEVE (to the exclusion of good repair judgement). I again say they were pleasant and apparently either convinced their recommendations were valid or fearful of their jobs if they don't follow Toyota shop policy. One claimed 20 years experience. They have a well worn turning machine, they must turn many rotors. I believe the $89 special was the problem, I doubt they will offer it again. To these pleasant people I can only say what would you have done for your wife and her car?