Detailed Review of West Ashley Toyota by TaxManChas

This is a detailed review of West Ashley Toyota in Charleston SC written by TaxManChas. To read all reviews of West Ashley Toyota please visit their main page.

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Dishonest and Misleading Service Department

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March 17, 2009, 8:25 am

TaxManChas

Car Dealer Check Member

Join Date: Mar 2009

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Dishonest and Misleading Service Department

Why was your vehicle being serviced?

Maintenance

Were you given an accurate wait time?

None Given

Would You Recommend this Dealership?

Year of your vehicle

2005

Make of your vehicle

Toyota Tacoma

Name of Your Service Technician?

Greg Engert

Review Ratings Score
Problem Fixed	3		Greeting	3
Honesty	0		Time	0
Questions	0		Promises	3
Treated	3
Overall Score		1.71

Sorry, but this is a little long.

I went to have a routine oil change at a standalone shop (not the dealership). When the oil cap was removed, the technician saw a yellow "gunk" type matter. He told me that it is possible that there is an engine problem and I should take it to a Toyota dealership since my vehicle is still under warranty. I appreciated his honest advice even though it meant me leaving his shop to take my money elsewhere.

I was worried about my truck, so I took it immediately over to the West Ashley Toyota dealership. I pulled up and showed Greg Engert the problem. He then went and grabbed one of the other mechanics to take a look also. They immediately told me the gunk was a tell-tale sign of a cracked head gasket. Thankfully, my engine is still under warranty! They tell me they will have to clear it with the office in North Carolina before they can do any work to make sure it's covered. Fine. I leave my truck with them and I get a ride home.

I'm still worried about my truck, so I load up google to try and find some answers as to how it could've happened since I take good care of my vehicle. The first page of listings are for forums with people who had the same issue as me. It's a very common issue with people who drive short commutes everyday and don't get the engine nice and hot to burn off excess condensation. I immediately tried to call the dealership, but alas I guess they had just left for the day because there was no answer. So I did the next best thing I could think of and I wrote Greg Engert an email. I told him what I found and let him know that I do indeed have a very short commute and never get my engine nice and hot. I asked if this could be my problem instead of the engine.

Well Greg told me when I brought it in that he would get back to me around lunchtime to let me know what he found out. At 4:30, I give him a call since I hadn't heard anything. While on the phone, he said he was reading my email. He said nothing about the possibility that my truck is completely fine and the "gunk" was normal and just needed to be wiped out. Instead, he tells me that they need to open my engine. He said the cost would be covered under the warranty if something was wrong, but I may have to pay for it if there is no issue at all. I told him I wanted to know for sure if it would be covered or not and we hung up.

At this point, I call a co-workers husband who is a mechanic. I told him about the "gunk" and he immediately told me it was very common with short-commuters during the cold months and it isn't a problem. The Toyota guys never even mentioned it! I emailed Greg (to have a paper trail) that I didn't want any work done until we can talk about why my issue WOULDN'T be from short commutes. No response. I call and he tells me they already opened my engine and it will cost me $140 to find out nothing is wrong.

So now I'm stuck with this bill that was for something completely unneccesary. Either the service department at West Ashely Toyota is incompetant and didn't know about that issue and didn't take 30 seconds to look into it, or they're dishonest. I'm sure they're good at what they do, so that just leaves they don't care at all about the customers and just wanted to bill me $140 for nothing. I'm not 100% convinced they even opened up my engine to look.

Now I get to try and fight to have the charge covered under my warranty since both mechanics told me it's an engine issue. They didn't for a second ask about other symptoms that would indicate an engine problem. Every aspect of my situation screams short-commute and cold weather was my problem. I really wish I had researched it before I took it to West Ashley Toyota. Silly me for thinking they might actually be honest.

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March 17, 2009, 4:14 pm

TaxManChas

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Join Date: Mar 2009

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Update on Dishonest and Misleading Service Department

Update: I spoke with Greg Engert and he has agreed to cut my charge in half. Unfortunately, I am still paying $70 for work that I did not authorize. Perhaps customer service will help clear it up or I'll challenge the charges with Visa.

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May 15, 2009, 8:13 am

toyotagirl

Join Date: Jan 2009

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Comment on Dishonest and Misleading Service Department

I did research you situation. When a customer comes in with a situation like yours, we do have to look at the vehicle and do a diagnostic before we can state emphatically what the problem is. The technician has to be paid for that service; he doesn't work for free. I don't work for free - I'm sure you don't either. While customer input is helpful while we investigate the problem with the vehicle, the technician still has to do the diagnostic work, and he should be paid for it. It is unfortunate that your email did not get to Greg in time to halt the diagnostic work - he was working in good faith based on your earlier conversation. Greg reduced your fee as a sign of our good faith. We cannot reduce the fee further.

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