Toyota Auto Service Problem

After buying a Toyota RAV4 we needed to take that car in for service when needed.  After calling the dealership prior to each visit I soon discovered that when I call the dealership, I am actually talking to someone in a Texas call center.  This posses a problem for me because after making an appointment and arriving at the dealership, the person who greets me at the dealership has utterly no idea that I have an appointment.  So what is the purpose of the call center?  When you drive into the dealership, there are two dedicated traffic lanes.  One if for no appointment and the other is for appointments.  I always pick the appointment lane.   But, I figure there is utterly no difference in both lanes.

The last week in March, 2019, I tried to call my local dealership at about 10:15 am to see if they could do the service in time for my daughter to get the car at 5 pm. She had work at 6 and I needed the car ahead to make sure she would not get fired from her job.  Problem for me is I could not talk to anyone at the dealership service, only the call center.  The call center would not have the answer to my question.  I requested that someone call me from the dealership so I could ask how long the work would take.  The call center lady took my call back number and told me someone would get in touch with me.  I have yet to get that call!

So, why does Toyota have a call center in Texas which, from my experience, has no communication with the local dealership?  Why not allow the customer call the dealership service department?

Posted March 2019