Weblocal.ca recommends
Coffee & S'cream
- 555 Northmount Dr NW Calgary, AB T2K 3J3
- (403) 210-2020
Glenmore Door Services Ltd
- Bay 5 7139 40 St Se Calgary, AB T2C 2H7
- (403) 279-0600
J.J. Lee Tae Kwon-Do School
- 1114 Gladstone Rd NW Calgary, AB T2N 3E7
- (403) 283-9055
Flower Gallery
Your Local Family owned & operated Florist that can deliver around the corner or around the world!!
- 4119 17th Ave SE Calgary, AB T2A 0T1
- (403) 248-2400
Market Mall Denture Clinic
Enhancing Smiles For Over 30 years!
- Suite 227, 4935 40th Ave NW Calgary, AB T3A 2N1
- (403) 247-6222
Advertise With Us
Discover all the advantages of an enriched profile and monitor your online reputation with Weblocal.ca
Upgrade your accountWhat the community has to say about Heninger Toyota
Add Photo or Video
User Photos & Videos
Be the first Weblocal.ca user to add photos or videos of Heninger Toyota
Add your review
Alain Verbeke
November 08, 2010
Crispe
Calgary
September 19, 2010
Reviews [2]
English
Worst service possible
October 2010 - I have been a customer of Heninger Toyota since 2004 and I have now sold my two Toyota Sienna's, which were good products, to finally get rid of the Heninger non-service,which has upset me for several years. I could give 15 examples of poor service experience,but let me start with the key point and then provide five representative examples.
The key problem with Heninger's non-service is that the customer talks to a so-called service representative in the morning, who basically takes the vehicle key and then calls the customer later (when the customer is home or at the office) to describe everything that is wrong with the vehicle and that requires fixing. The service representative basically states what it will cost. It is a "take it or leave it approach" with zero scope for discussion and the impossibility to talk to an actual technician. At the end of the day, the customer goes to the cash register, pays an administrative support person and gets the vehicle back. There is no assumption that the customer might want to talk to the technician or even the service representative to go over the work and to see what actually has been done or to voice concerns. The customer is supposed to be happy. The visit is then followed by a phone or e-mail message from Heninger asking how good the experience was. A few times I have responded and voiced concerns; I have never received an answer. Yes, the ISO 9000 type procedures are in place, but they mean nothing to the customer. The technicians are totally sheltered from the customers and are therefore always right, and the so-called service representatives, many of whom act like robots simply register and transmit information without any genuine sensitivity to customer needs. Let me now give five examples of poor service:
1) After my 2004 AWD Sienna had less than 20K km on it, I was told that the tires needed replacement. It was only after an enormous fight that Heninger finally replaced them, and I still had to pay for part of the cost, though Toyota had already recognized that the tires were no good, and that all the affected vehicles would receive replacement tires.
2) After my 2004 Sienna had a little back fender bender, I requested an appointment and a quote from Heninger's body shop. An extraordinarily rude lady on the phone said that it would take weeks for an estimate and that there were still vehicles in the parking lot that had been there for three weeks and had not been seen yet for a damage estimate. After a big fuss on the phone, I was able to talk to the body shop's manager who was very professional and agreed to make an estimate based on pictures of the damage. Very nice, apart from the fact that the estimated cost was 40% higher than that of 2 other estimates I had to get from well-known body shops in Calgary to satisfy the insurance company.
3) A number of times a little orange light has illuminated on the dash board of my vans. The manual says: bring vehicle to dealer immediately. What it really means is that Heninger has now already earned $120 plus tax for the diagnostic analysis. One day I drove away from Heninger after having spent many hundreds of dollars in allegedly required repairs based on the diagnostic. On the way home, the little orange light went on again. I immediately called the service representative. Answer: this is obviously a new defect. You will have to bring in your van again, and the diagnostic fee will be $120 plus tax.
4) One day, after getting my 2006 van back from Heninger for maintenance,I arrived home and saw the spare tire in the trunk of the van. The spare tire was solidly attached and took most of the space in the trunk. I could not fold down the back bench anymore. I immediately called the service representative and this person said it must have been a mistake. I just had to bring the van back and the spare tire would be put back. When I brought back my van, the service representative stated that this was a Toyota corrosion problem and that there was no solution. The tire had to stay in the trunk or I had to sign a waiver that any accident resulting from placing the spare tire back where it belonged would be my own responsibility. However, the service representative also told me that Toyota was working on a solution and would call me if a solution were found. Months after a general recall by Toyota to fix this problem in all North-American Sienna's I have still not heard back from Heninger.
5) My 2004 Sienna was in a big hail storm last June and was "undented" by a professional company. When I noticed a problem with the electronic door lock shortly after, I brought my van to Heninger. Says the service representative on the phone: "The technician says that a non-Heninger person has done something to the door. This van must go to the bodyshop. The technician says he won't even touch it. You will have to make an appointment with the bodyshop. No I cannot do that for you."
Goodbye Heninger. I am now driving two non-Toyota vehicles. Every time I will pass by your "service buildings", I will smile and count myself fortunate not to have to deal with you again.
they've gone downhill
if you don't shop here on a special occasion, like red flag days where you can get a great deal, don't bother. they will add sales pressure like crazy, making the experience not enjoyable.
Send to Phone (SMS)
Bookmark
Email
Address BookInformation
Partners
-
Submit a Business
If you don't see your business listing on Weblocal.ca,please add your business listing
