Despicable work ethics. Mgmt's #1 goal is to replace long time, dedicated employees with low paid, entry level "green peas" as they call them. Easy to teach their rhetoric and propaganda to. Employees are encouraged and brow beaten into recommending and upselling repairs that are in many, many cases unneccessary to customers in the guise of "preventative maintenance" Most times these rec's are solely based off a made up (no actual Toyota literature proving the validity)mileage interval. The Service advisors are trained (read brainwashed)into pushing these sales onto customers or face dire consequences.
The technicians are treated the same or worse. Failure to recommend such service will result in write ups which ultimately lead to termination. Customers are being duped worse by mgmt allowing uncertified technicians repair vehicles in order to further push profits upward. For example repairs such as brake jobs, water pumps, power steering gear assy's, differentials, axle bearings and even transmission replacements are being done by techs with 3,4, maybe 18 mos experience...at an oil change level..not a factory trained certified technician level. Equivalent of a receptionist at the doctors office doing your procedure and not the doctor. But of course you'll still pay the same amount. Wages and salaries are constantly manipulated by mgmt in order to pad profits. Schedules are rotated and work areas are changed with such frequency that it's impossible to settle into a routine and perform your day to day duties without wondering if you'll be moving your tools or days off from one day to the next.