Valley Toyota Service Department

I am writing to formally lodge a complaint regarding the incredibly frustrating and unprofessional experience I have had with your service department concerning the repair of my Toyota Prius Prime.<br>In mid-January, my vehicle’s undercarriage was damaged by an unknown object, and I brought it to Toyota Chilliwack for repair. What followed has been a series of unacceptable errors, misinformation, and a complete lack of management:<br>1. Misinformation and Questionable Quoting<br>Initially, I paid $169 plus tax for an inspection. Following this, the receptionist informed me that the Sensor Controller Unit on the undercarriage was damaged. I was told this was a massive job requiring 4 hours of labor, with a labor fee of $900. I reported this to ICBC. However, after doing my own research into the Prius Prime's structure, I discovered that the control unit is actually located under the passenger seat, not on the undercarriage. This blatantly incorrect information made me seriously question the integrity and competence of your service department.<br>2. Wasted Time and Failed Commitments<br>Despite my anger over the false information, I returned to your dealership to resolve the issue. Your team promised to contact ICBC and scheduled my repair for a Saturday. I arrived on time for my appointment, only to be told that no one had ordered the necessary parts. Wasting a customer's time due to basic internal negligence is completely unacceptable.<br>3. Appalling Management and Lack of Follow-through<br>Even after this, I gave your dealership one last chance. I explained to the Service Manager that I would be traveling abroad soon and needed this resolved urgently. He personally guaranteed that the repair would be arranged as quickly as possible. Yet, when I called him right before my trip for an update, his response was to ask me, "What is ICBC's phone number?" I am utterly speechless at this level of incompetence. It is shocking that a Service Manager at a certified Toyota dealership lacks the basic procedural knowledge to contact ICBC, let alone the professionalism to follow up on a promise made to a customer.<br>This entire ordeal has been exceptionally poorly managed. I expect a prompt and formal explanation regarding the initial incorrect diagnosis/quote, as well as an immediate action plan to fix my vehicle properly without any further delays or excuses.

Sharla was a gem! I was greeted by a smile and was treated like royalty. Thank you Sharla! I look forward to seeing you again

Caleb is top notch.

We had a great experience at Valley Toyota after our car broke down in Chilliwack. Nikki at the service desk was so kind and helpful and they got our car back on the road by midday the following day, despite being fully booked for service appointments.<br><br>We greatly appreciate the hustle in repairing our car so we could get home without too much of a delay. Thanks Valley Toyota!!

Sharla and the service team were great to deal with!