Not surprised. Not only must their boat payment be overdue but their mortgage too!

Would like to know where this dealership is and if they actually have a license from Toyota.

 

How many poor souls do they actually hook with that atrocious skullduggery!!

 

Hey Dr. Dyno! Rockland County in New York. Part of a very large auto group in the area. Never had issues here before...this service advisor was over the top. I have a lifetime powertrain on my wife's car (Ford Fusion AWD) and I'm happy to have dealer do the oil changes and routine maintenance. It's a 2017 and she only has 45K on it but I already had the tranny fluid, coolant and brake fluid done (6 years). I like tossing them a bone once in a while but only when I know something will be reasonably useful at the time.

Will probably start doing my own on the RAV4 after this.

 

Kinda figured it was Big City tactics. They aren't bashful at all. They just overwhelm customers with BS fully expecting them to pay with no question. And all of the dealers in their group likely do the same.

 

I've said it over and over again: dealerships are there to make money off their customers.
In a previous post, I told you about a service representative who only called customers to say their car was ready.
Here's how: ...Hello, your car is ready, but we noticed your brakes need cleaning. Would you like to make an appointment?...
On her desk was a brake disc and pads.
* Sorry for my English.

 

The giggle item was the hybrid battery filter service charge. Check that $399 price for a $10 part that may not even need anything but a vacuuming and 10 minutes max of labor.

I visit with a list of what I want done and refuse all others. Eventually they know they can't bamboozle me and stop the upsells.

 

If they charge that much for the Hybrid battery filter, I'd love to see their quote for the cabin filter! 😆
As for the brake fluid and knowing that most dealers are crooks, they probably suck the fluid out of the reservoir, and replenish it, rather than bleeding the calipers. I'd recommend getting a brake fluid hydrometer from Amazon to test the moisture content of the brake fluid and do it yourself when it's needed.

Amazon.com: ITEQ Brake Fluid Liquid Tester Pen with 5 LED Indicators, Calibrated For DOT3 DOT4 Brake Fluid : Automotive

Amazon.com: ITEQ Brake Fluid Liquid Tester Pen with 5 LED Indicators, Calibrated For DOT3 DOT4 Brake Fluid : Automotive

www.amazon.com

 

Have had same pushy tactics used as has DME21 at the dealership which serviced our RAV4. Originally sold me a lifetime oil and filter service contract on which they have now lost a lot of money since they obviously never expected that I would keep this vehicle as long as I have (14 years). But they have used that to draw me back for the covered service to attempt to panic me into having pricey and unneeded services done. I told them that I only would have those done which are in the official Toyota documents provided when I bought the vehicle new and they tried to badger me by stating that those services were only for basic needs and that the dealer services were needed in addition. I put an end to it all by phoning Toyota corporate and insisting that I be put in touch with a design engineer or similar person and they did. He affirmed that what was in the Toyota service documents was sufficient. Next time the dealership tried their service sell tactic I told them what the engineer had stated and even provided his name. No dealership service hassles since!

 

Throttle Body service: Probably unnecessary (I have never had it done, not even once, on any of my vehicles). I don't think this is something you should be looking into unless the engine runs rough.

Brake Fluid exchange: Probably unnecessary @ 50K mi, unless the fluid appears discolored. Maybe at 100K miles to be on the safe side.

(Not sure what BG is) Fuel Injection service: Probably unnecessary, especially if you use Top Tier gasoline; I have never had it done.

Coolant Fluid exchange: Probably unnecessary @ 50K mi; I had mine changed at 100K miles.

Transmission Fluid exchange and the next item: Front differential, Rear Differential and Transfer Case fluid replacement: RAV4 Hybrid does not have a transfer case, and IIRC the front differential is the same unit with the "transmission" ("transaxle" in Toyota's parlance).

Hybrid Battery Filter service: these filters cost $10-15 apiece and they can be replaced with the same effort and expertise as one needs to replace a disposable filter bag in a vacuum cleaner. See below my invoice from our dealership for the filters.

Hybrid Coolant Service: probably unnecessary at 50K miles. I had mine done at 110K I think

Disclosure: I have never had a RAV4 Hybrid, so my observations and recommendations are based on the 2021 Sienna AWD-e, whose powertrain si near-identical to that of the RAV4 Hybrid. I did get the following fluids exchanged at 110K miles and they were (1) Transaxle, (2) Coolant, (3) Hybrid components coolant, (4) Rear differential. IIRC it was around $650.00.

The giggle item was the hybrid battery filter service charge. Check that $399 price for a $10 part that may not even need anything but a vacuuming and 10 minutes max of labor.

I visit with a list of what I want done and refuse all others. Eventually they know they can't bamboozle me and stop the upsells.

I used to try to vacuum those filters out, but a regular car vac can't pick the fuzz from inside the pleating, so I gave up and now I just replace them. Some 20 bucks every 50K miles is a rounding error in the TCO calculation.

 

Thanks everyone! Yeah - the hybrid battery filter service was my personal favorite! I've been vacuuming it, but based on the feedback I think I'll replace it. BG makes 44K and other products - good quality. This is the stuff they would use for the treatment: BG Platinum Air Intake, Valve and Combustion Cleaner PN 261 - about $60 on Amazon. I'll do the powertrain fluids between 60k and 90k as most folks here recommend. Coolant (both) at either 100k or 6 years. Only use Shell Top Tier except for occasional BJs, which is also Top Tier. I just put in a bottle of Redline anyway as it can't hurt. What's funny about this place is they use BG MOA and CF5 on every service - which should mean you never need these extreme options!

 

Update: I received an email this morning from the service advisor hoping for "complete satisfaction" and encouraging me to review the declined services. Call if I would like more explanation about the recommendations and then book appointment to have this important work done!

 

Hard to trust that they’ll even do what they say they’re going to do…

Have had pretty good satisfaction after finding a more reputable place myself after encountering something like that.

 

I agree with Dimitrij except for the brake fluid. I would recommend changing it every 2-3 years, prior to discoloration, along with lubing caliper pins.

 

My point as well with the brake fluid. If it's discolored, it's too late. Brake fluid is hygroscopic, it pulls water out of the air. Buy a tester (Link in post #16) and flush it when the moisture content gets high. The test is a simple dip into the fluid. DougNuts is right, in that on average, that's about 2-3 years.

 

Leave a one star review for the dealership service dept. encourage others as well. Probably a new “manager” proving themself

 

Well sounds like a good time to hit the better biz folks up.
And maybe a call in to the atty general consumer fraud department
Or call the local news guys.

 

The manufacturers required services are listed in the owners manual. Anything else is not a requirement. I am a retired automotive service manager with over 44 years experience so you can take that to the bank.

 

Yep dealerships are getting crazy everywhere. I took my Rav4 in for a quick oil change here in Europe where I live. I was going to be driving around trip from one country, across another, and into my final destination for a week stay. Then turn around and head back. All together about 40hrs. of driving including traffic. So, you can understand why I wanted an oil change before heading out. The service department was adamant that I did not need an oil change or that I was even due for an oil change, that I was wasting money, and even though I am requesting one, the oil change is not due for another 10,000 miles. Then they happen told me this, if I get an oil change it will void my warranty. So, I told them that I do not know of any damn dealership that refuses not to take a customers money and will cancel a customers warranty. None!!! I still got the oil change and moved to another country where the customer service was exceptional at the local Toyota dealership and they gave me a one year warrantyon the service that they provided to me.

 

The prices seem expensive. $400 to change the filter? Ten minutes tops and probably a $10 part.

32% APR? Sounds like a ripoff to me.

I do believe in brake fluid service though. Whether
they actually did it properly or not is questionable.

 

Ah yes, I experienced a very similar list when I took mine in for its 30,000 mile check. Just like you, I rejected the list as the Toyota maintenance schedule doesn't include any of those items. They also pulled the same thing about the transfer case fluid needing to be changed. A hybrid doesn't have a transfer case. It's only the gas powered, AWD vehicles that do. Like you, I rejected the offer, and I also told them what I thought about their aggressive marketing. I ended up doing the 30k inspection myself at home and have done pretty much all of the inspections since. There will come a time when I need Toyota maintenance, and I will have to go there, but I may well try another dealer too.

Something I did notice is that my dealership became a lot more aggressive since 2020. I bought a tundra new in 2019, and my Rav 4 hybrid in late 2019. The purchase experience differed between the two purchases, and the marketing for service became much more aggressive shortly after I bought the RAV. It would appear to be a dealer network thing. Whether it's sanctioned by Toyota or not, I don't know.

Interestingly, a friend bought a prime a couple of years ago and his Wife uses it to go back and forth to work. She took it into the same dealer for the required 5k check, and was assaulted with a litany of things, including wheel alignment, and airconditioining system service that totaled up over 1,200 bucks that wasn't needed either. Oh the brake fluid thing: I was told that also. I bought a 12 dollar brake fluid moisture tester on amazon, and checked both my vehicles. Neither showed any moisture in the fluid. I had a partially used can of motorcycle brake fluid that had been open and sitting for years, with the lid on it. It tested positive for moisture, as I would have expected it to.

So yes, this is a thing and it annoys me immensely.

Coupled with the aggressive marketing: I went all the way up the ladder to get the local dealer to stop calling and pushing for maintenance, and stop emailing and posting service stuff. It stopped for well over a year, but now it has started back up and the phone calls come almost once a week now.

 

Yeah. Out of control. I contacted Toyota Brand Engagement. This was their response:

Briefly stated, Toyota Motor Sales, USA Inc. and Toyota Motor Corporation permit ‘Supplemental Services’ during maintenance/repair of any Toyota product solely when expressly recommended in a technical service bulletin or in our maintenance schedule. It is important to follow the recommended services listed in your warranty and maintenance guide. Toyota may deny warranty coverage if your vehicle or a part fails due to abuse, neglect, improper maintenance or unapproved modifications.

The Warranty and Maintenance Guide contains a Maintenance Log and other information regarding the Toyota recommended services for your vehicles under normal and special operating conditions. Please refer to your WMG for additional details. As noted, your dealer may recommend more frequent maintenance intervals or more maintenance services than those listed in the WMG.

They don't seem overly concerned. Also gave the dealership a one star review but did let them know that the technician did the approved work correctly. I ordered the hybrid battery filter ($21 including shipping) based on everyone's feedback.

It's great to have a professional technician in this forum; puts my mind at ease!

 

Probably. I've removed and vacuumed a couple of times but consensus is to replace it...cheap part!

 

Having been in the industry for more than 40 years, I can tell you in the last 15 years dealerships have placed an enormous amount of pressure on service departments to produce and generate more sales. Failure to do this often results and employees being terminated so there is the reason for the aggressive sales tactics. I agree totally unfair and most services are not required so they are not mandatory.

 

Isn't it obvious? Hybrid filter service. $399. Unscrew, remove, blast with air, put back, put the screw back. 10 minutes tops.

 

My dealer recommended $2,700.00 of maintenance. Over $700.00 for changing a PCV valve. Maybe i should get it done? 56,000 miles on a 2016 tab4 hybrid.

 

I don't go to dealer for any maintenance or repairs. I paid $700 for water pump and ac service few years ago on 2013 Highlander V6 only because it took many hours to get to it.
Now, PCV valve is not on preventative list and only replaced then it fails.

 

I would suggest sending that price sheet to Toyota corporate and also complain about their practices. I would also ask the dealer for that justification of need that it was from Toyota on paper and send that as well to Toyota corporate.

 

There is nothing corporate can do. Each dealer is independent and not under control of Toyota corporate. The only thing can be done is to post the experience on all social media so people will not buy cars from them. The less cars they sell the less cars they will receive.

 

Update. Engagement wanted me to reply to their email. I asked if a document existed that helped with decision making for items beyond the manual. No such things - we have to rely on these forums to help us. Here is part of the response, needless to say, there were no inspections done, just a chart:

For any services recommended that are not listed in your warranty and maintenance guide, we recommend talking to your local dealer who will then provide recommendations based on an inspection of your vehicle for recommended services.

I will demand inspection results going forward!