Craig Zeigler

Shortly after I started a new job, I decided it would be a good idea to get a vehicle that got better than 12 mpg, and I ended up with a 2007 Toyota Corolla LE from Cramer Toyota in Venice, FL. The car is fairly nice for an econo box, and it had everything I really needed. What I didn't count on was the check engine light that came on at about 70 miles. As soon as I got the light, I plugged my friend's Auto Tap diagnostic tool into the car and recovered the diagnostic code. With that information, I went back to the dealer, handed them the code, and asked them to take care of it. They informed me that it wasn't anything serious and that the car was safe to drive until they got the parts they needed.

I came back that weekend, so they could first repair the cause of the check engine light, detail the car, and deliver the tank of fuel that came with the car. Since I purchased the car late in the evening, there was no one left to do a proper inspection on the car even though they signed off that it was done. After 3 hours sitting in the dealership, I found the service manager whom I've dealt with before, and asked what was going on. He looked around and told me they just got the car back from detail. After some more looking around, they were unable to locate the part for the car, but eventually found it.

For some reason they decided the ECU needed to be replaced. I'm not sure why a cam position sensor error made them think to replace the ECU, but they're supposed to be the experts. This was a 10 minute job, and they sent me on my way. Granted, I was fairly impatient at that point since they told me an hour to an hour and a half to do the repairs, and I was still wondering at double that time. On the way home, the light came back on again, and I instantly called the dealership to discuss this with them. It seems that after I left, they all followed suit, because I couldn't contact anyone.

When I went back the next day, they said again that it was nothing serious and I should leave the car with them when I could do without it for a while. This car was purchased as a work vehicle, and I really didn't like the idea of buying a new car, and still having to drive my gas guzzling truck until they go it sorted out. There was no offer of a loaner or rental car. After some complaining, they reluctantly offered to set up a rental car, but I would have to be there after 8:30 am to pick it up. This wasn't very easy to do since I have to be to work 22 miles away by 8:30 am. Again, they were no help.

Throughout all of this, I made several phone calls in hopes of talking to someone. In one case, I was on hold for 30 minutes before giving up and trying to call again later. Eventually that day I managed to speak with a sales manager who's name I wish I had written down. After explaining what has been happening, and that I was very upset with the lack of service I had grown used to from Cramer Toyota, he informed me in a very rude tone that their dealership does not have customer service problems. This was obviously not the case since I had been calling several times and getting nowhere.

Since they told me the car was safe to drive, I decided to simply ignore the light for a while until I had time to take it to a dealership that actually values its customers. I have put 4,500 miles on the car with the check engine light going on and off, which was really wearing thin on my good nature, and this morning I had the chance to stop into Germain Toyota of Sarasota to have a quick chat with someone.

When I pulled into the service land, a very nice lady met me at the car and began asking questions. I actually stopped in because the service required light had started flashing the day before. I thought this was just to let me know it is time to change the oil, and I was correct. She then asked if there was anything else, and I mentioned the check engine light which happened to be on at that time. She didn't really go into much more detail, but it was clear she didn't want me to drive out of the dealership with my car in that shape. She quickly arranged a loaner for me, took the list of issues I had with the car, and I was done and on my way to work in a loaner car in under 15 minutes. Needless to say, I am quite impressed with the service I have gotten so far from Germain Toyota, and as long as this level of service continues, I will be a loyal customer for as long as I own this car.

Late this afternoon I got a call from Germain Toyota telling me to keep the loaner because they needed to order cam gears for the car. It seems the car was not safe to drive, and I shouldn't have ignored the light. This instantly horrified me since I made the mistake of trusting the unqualified, rude people at Cramer Toyota of Venice. After I got over my horror, I was happy to let Germain Toyota repair the car. They are going to call me as soon as it is done, and I will be on the phone shortly with Toyota to let them know what has happened, that I feel Cramer Toyota should have to answer for their continued lack of service and lack of ability. As soon as I have more information and closure to this issue, I hope to post a follow up.

The moral of this story is to AVOID Cramer Toyota in Venice Florida. I have had a rather long history with this dealership and can't imagine what I was thinking when I decided to take my car to them for service.