Toyota Corolla Cross Repair Refused - Service Negligence
On July 30, 2025, my parked Toyota Corolla Cross Hybrid was damaged by another vehicle while I was out of town. When I returned my vehicle on August 14, I immediately took it to the Nataş Kozyatağı Toyota service center in Istanbul and presented the necessary documents and policies. Despite this, they scheduled my vehicle for repair on September 1st. When I took the vehicle to the service center on September 1st, they informed me that they had no agreement with my insurance company and could not accept the vehicle; they referred me to the ALJ Çekmeköy service center. Due to Nataş's negligence during this period, I was unable to use my vehicle for two weeks. After I returned my vehicle to ALJ Çekmeköy, an expert came and said the process would begin. However, when I called about a month later to inquire about the repair, I was informed that one of the repairs was covered by the old policy and therefore I would have to pay over ₺40,000, or they would not release my vehicle. I was forced to make this payment. When I picked up my car, I noticed stains on all the plastic parts on the right side from the paint or waxing process. When I asked, they said it would disappear with a wash. When I explained that I didn't want to take the car in this condition, I was made to wait for about an hour while they cleaned it. At least, there was no extra charge for this. Both Toyota service centers began the process without thorough checks on availability and dates before delivery, resulting in a waste of time and money. Nataş service closed the matter without an apology. ALJ told me I should collect payment from the insurance company myself, and no customer satisfaction support was offered. My car's warranty and insurance policy are still valid. I expect a more careful and customer-focused approach in service processes, along with a refund of my payment, to avoid such a problem again.
