Toyota, Unauthorized Service and Unexpected Charges in Avondale, AZ. I am writing to express my concerns regarding recent service on my vehicle at your Toyota dealership in Avondale, AZ.
On **November 9th**, I brought my vehicle in for an oil change and diagnostic, which was quoted at **$185**. On **November 11th**, I received a voicemail at 9:38 AM, from Junior (service advisor/technician), mentioning the need for more diagnostic time due to a potential injector issue. He did not mention any additional charges for labor or parts in the voicemail. I attempted to contact Junior around **10:02 AM** and called multiple times without success. I then spoke with a representative at **844-610-8941**, who confirmed they would proceed with the diagnostic, and I planned to pick up the vehicle on **November 12th**. Later on, **November 12th at 1:25 PM**, I spoke to Junior, who informed me that the light engine was currently off but might come back on. My husband then spoke with Junior around **2:45 PM**, clearly stating that we would not proceed with any repairs given the age of the vehicle. When I arrived to pick up the car at **5:00 PM**, I was surprised to find a total charge of **$911**, with no prior discussion of the costs for parts or labor that had been added. When my spouse and I were at the dealership picking up our vehicle, my spouse asked Junior directly about what actions were taken to address the engine light. Junior informed us that he had worked on the manifold, implying that this was the solution. However, when we reviewed the receipt after payment, Junior ran after us to hand over the document, which clearly indicated that only a gasket—costing **$23**—had been replaced, not the manifold. Given that the cost of a manifold is significantly higher, this discrepancy raises further concerns about transparency in the service provided.
Additionally, the oil change invoice noted that the next service would be due in only 1,000 miles, despite the car typically requiring service every 3,000-5,000 miles. I am extremely frustrated with the lack of clear communication and the unexpected charges. At no point did Junior or any representative disclose that parts or additional labor would be performed without explicit approval from either myself or my spouse. This has led to a breakdown of trust and significant dissatisfaction with your service. By contrast, my experience at the Acura dealership in Tempe has always been transparent, with costs and next steps clearly communicated before any work is done. I would appreciate it if you could review this issue, as this experience has left me questioning the level of transparency and customer care at your dealership. Thank you for your attention to this matter. I look forward to a response addressing these concerns.
