I spent $1200 for service maintenance at Champion Toyota a few months ago and received very good service. The Service Rep offered me free oil changes as long as I own my Toyota even though I did not buy my Highlander at Champion Toyota. On my first attempt to go for an oil change, I arrived early and was told the wait would be at least 2 hours, so I left. Second attempt in Nov., I waited in the Service line for about 10 min and a gentleman asked what service I was requesting. I explained that this was my second trip to get an oil change and wanted to add tire rotation as well. I reminded him that the oil change was supposed to be complimentary b/c of the maintenance work I received previously. I told him who offered the free oil changes and he quickly told me this person was not authorized to make such promises and that the dealership had cracked down on such practices. This guy's attitude quickly changed when he realized that by servicing my car, Champion would not be making any revenue. He never apologized for not being able to honor what the previous rep had promised and told me if I still wanted to wait, it would be at least 2 hours. I asked him if there was ever a day when there wasn't a 2 hour wait and his answer was no, not really. So, I guess that's how they get out of doing oil changes/tire rotations, b/c who wants to wait that long for such a simple service? When I asked to speak with the Service Director, he informed me that he was busy and probably could not meet with me for at least an hour. So, I left, very disappointed, and tried to call from my cell later in the a.m. The Service Director was busy and he had no voicemail. I wanted to hold, but she said the wait would be an hour or more. Do you see a pattern here? Go away unless you're bringing in BIG $$$ to the dealership. I understand they are there to make money, but they won't make any more off of me with service like that. WAKE UP! Consumers have a choice!
Pros: If you're spending a lot of $$ in the service dept, you're treated well-lots of attention
Cons: don't honor their promises, you're just a number to them