Review:
I bought my car into Wesley Chapel Toyota for my usual oil change, mainly because they have some great coupons which help us save a few bucks. When my service advisor Marty and I looked over my car he mentioned that my tires were getting low and would need to be replaced soon.

I agreed with him and said that I plan on doing this in the next week or so. I asked to have my oil changed and explained that I had a coupon with me for $12.95 off an oil change. The coupon didn't list any stipulations and I expected to, pay for just an oil change when my bill was due. I went to the cashier and she presented a bill for $36.99 which included a tire rotation. I explained that I did not ask for that and that I even told my service advisor Marty that I would be purchasing new tires very shortly.

I asked for them to page Marty, he came to the counter and I referred back to our converstion in the service bay. He remembered me mentioning the tires, but refused to remove the charges. I paid for and signed the receipt adding "not happy" next to my name.

Driving home, I left a message for the service manger to call me but never received a callback. I called twice since then and eventually called the 800 customer service number and received a case # (1103100765). My wife has since received one phone message with a garbled message. I called back the 800 customer service number asking if I could speak to a district manager and was told I had to go thru the local storte manager. Funny how they will call you countieuosly when they want you to answer their satisfaction survey, but once when you really havea complaint. Oh and I purchaed 4 new tires from Pep Boys the following week. Chris

update 06/08/2011

After numerous calls to the dealership and the 800 customer service line. I finally on 05/27/2011 received a call from the dealership.

They promised me that they would look into it and cut me a refund check that monday (06/31/2011). I called yesterday and left a message with Jose Lopez to please contact me.

So far I haven't received a callback from my followup
I haven't received mt refund.
But they did offer me 1 free oil change to keep me as a loyal cutomer. (WOW)

update 06/10/2011
I received a call from Jose while at work on friday basically calling me a liar. That I signed off on the tires to be rotated.

It's my fault for not taking the time to carefully review ALL of the paperwork. I guess he forgot our verbal conversation of me repeatly stating that I was going to BUY NEW tires in the near future.

I feel sorry for all of your other customers that don't read ALL of the paperwork before signing.

I will continue to update all of the auto/ customer complaint websites (17 and counting) with the great Service and follow-up I received from Wesley Chapel Toyota.

I will also warn future potential customers to be very careful if they do decide to visit your dealership to be aware, be very aware.

Chris Kelley