I have been using Toyota Assistance for nearly 3 years, but I have never had the chance to actually use it until two days ago when I found my car completely non-functional in my backyard. I reside in Hatay Dörtyol center. I immediately contacted Toyota Assistance to explain the situation, and the customer representative took note of my location and directed me to the technical team. They speculated that the battery was likely dead and advised that the vehicle needed to be towed to the service center. The information was relayed back to the customer representative who assured me that the tow truck would arrive within 1 to 1.5 hours. After a while, the tow truck contacted me to inquire about the car's location and if it was movable. I informed them that the car hadn't budged and was still in park mode. They requested a photo, and I promptly sent it. Later, I was informed that they couldn't retrieve the car in its current position as it was on dirt ground and could only be taken if the service team arrived and got the car running. Since it was already 9 PM, they said the service team couldn't come until the next morning. I had no choice but to wait until the next day. My car wasn't even locked. I had to endure this open and vulnerable situation. The next morning, I called Toyota Assistance early and repeated the same details, and they directed me to the technical service once again. The technical service asked me to file a complaint through the assistance line. I was exhausted and humiliated from repeating the same things over and over again. They assured me that they would get back to me promptly. I was tired of waiting for hours. How is it possible that they can't solve such a simple problem in the heart of the city? The tow truck was waiting for my response, so I told them not to come anymore. The driver rightfully explained that they couldn't retrieve the car from that location. I had to take matters into my own hands. Afterwards, no one called or inquired about me. I could have been stranded on the road or faced a more urgent situation. What conditions do we need to meet to use this service? I truly feel like a victim in this situation.
I regret to say that this complaint marks my third within the past 15 days regarding the service at Toyota Borovalı. The first complaint dates back to August 14, 2023, when I had the 105,000 km maintenance done at Toyota Borovalı service. My second complaint was submitted after receiving no response...
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