**BUYER BEWARE: Toyota of Johnson City**
I purchased my 2024 Toyota Sienna XSE brand new, straight off the showroom floor at Toyota of Johnson City in June 2024. I also purchased nearly $2,000 in additional warranty coverage for wheels, tires, dents, windshield damage, and key fobs. After my experiences with their service department, I can honestly say I regret giving this dealership my business.
On November 4, I noticed one of my tires consistently losing air ā 7 PSI in less than 24 hours. I called Toyota of Johnson City specifically to schedule an appointment to have the leak in my tire checked. Since I would already be bringing my van in, I also asked them to go ahead and perform my routine tire rotation.
When I arrived, I was told I needed three filters replaced for $170 to keep my warranty valid. I agreed. After waiting over TWO HOURS for what I was told would take approximately 45 minutes, I got my van back with the tire pressure warning light still on.
I immediately returned. My service advisor, Zay, acted as though I had no idea what I was talking about and explained that they had simply forgotten to reset the sensor. When I asked about the leak I had specifically requested them to check, he said nothing had been reported to him and that it wasn't his job. When I asked what I should do if the tire lost pressure again, his response was simply, "You can bring it back."
I explained that I was leaving town Saturday and had already made time for this appointment specifically to address the problem. I was essentially brushed off.
As I predicted, on November 6, the SAME tire had dropped another 7 PSI, down to 30 PSI. I called Zay again, and his response was that it was "only down to 30 pounds" and that it was fine. I disagreed and explained that a tire steadily losing pressure is absolutely NOT fine.
After some back and forth, he reluctantly agreed to pick up my vehicle so they could look at it. Later, I received a call confirming what I had suspected all along: **THE TIRE HAD A LEAK!** They claimed it was too close to the sidewall to repair and offered to order a replacement for $341. I declined.
To make matters worse, when I picked up my van, the service paperwork stated that I had been there the previous day and "didn't mention a leak." That is completely FALSE. Checking for that exact leak was the ONLY reason I scheduled the appointment in the first place!
I am beyond frustrated. I spent over two hours at this dealership, paid $170 for additional maintenance, repeatedly explained the same problem, and still had to call back and fight to get someone to actually investigate it. All while being treated with an incredibly condescending and dismissive attitude.
As a woman, I cannot help but wonder if I would have been treated differently had I been a man. I knew there was a problem, clearly explained it multiple times, and was made to feel like I was the problem rather than the customer asking for a legitimate service.
This isn't my first Toyota. I've purchased brand-new vehicles from Toyota of Kingsport and Fred Anderson Toyota in Asheville, and I have NEVER experienced anything remotely like this.
A dealership's responsibility doesn't end when they sell you a vehicle, especially when you've paid extra for warranty coverage and trust them to service it.
**Toyota of Johnson City, you have lost a customer. I would strongly encourage anyone considering purchasing a vehicle here to look elsewhere. There are other Toyota dealerships that will value your business and, more importantly, treat you with respect.**
