We lost the key to our 2006 Toyota Prius. After work one day, I stopped by in person to get a price on replacing it. I took my bill of sale with me so they would have the required vin number to give me the estimate, so there would be no confusion. They took my vin number and put it into their computer. I was told the part was $144.50 and the labor was $40. I was surprised it would cost so much to replace my key, so I asked to see the person in service, Gene. He confirmed that because of the Prius's computer system, it is expensive to replace.
I proceeded to tow my car there and ask them to do the work. After towing the car there, they called me and said that they made a mistake and that it would cost $799. I couldn't believe it. They told me I could tow my car somewhere else for an estimate if I didn't like it. Here is the most interesting part of the story. They do not dispute any version of these events. They simply say that they made a mistake and I should be more "reasonable" about it.
I spoke with the General Manager, who brushed me off to the Service Manager, who told me I was being unreasonable. She also investigated, confirmed that nobody disputed that I was quoted a price twice, in person, for my work. Finally, they agreed to knock the bill down to $640. This is a horrible way to do business and it should be illegal.
To cap it off, they placed a followup call to see if I was happy with my service. I told my story again to the customer service person and she told me that the service manager, Joe Cabrera, would call me today. Of course, I received no such phone call. I am considering taking them to small claims court.
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