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Original Comment My brother-in-law died and my wife and I were 120 miles away from home with the grieving family. On Monday night, my sons (both in their early 20's and not mechanically inclined) drove the Rav 4 to my sister-in-law's home to be with their grieving mother. They told me that there were lots of lights on in the car. I got up early the next morning (the wake was at 4:00 P.M. and brought the Rav 4 to Boch Toyota in Norwood praying that they would fit me in and do the necessary repairs so we could get home safely right after the funeral. The people at Bach could not have been more accommodating or kinder. I had an issue with my warranty that was an "extra care warranty" problem. In my mind, "extra care" now means "no care." They expected me to leave my car for 1-2 days for inspection before it could be fixed. They told me that because I had gotten such a cheap price on my genuine certified Toyota Platinum 7 year $0 deductible warranty, they were going to "flag me for inspection" EVERY time I brought my vehicle in. They would not wave the inspection despite the circumstances and Boch's professional assessment. I had to go through hell with "Extra Care" to get the car inspected that day. They did not offer to help me expedite the process, I had to demand that they did. No one should be treated as coldly as I was while going through a death in the family 120 miles from home. I was told by the "no care" supervisor that I could stay at a hotel. They would pay up to $100 a night. I told him I had checked the surrounding hotels and there was not one for less than $239. I had checked because we had family coming in for the funeral. But I told him if he could find one, I'd be happy to take it. He continued to read from the script and say I was covered. Can you imagine? That should not reflect negatively on the Boch. They said to me, "We have never seen a Toyota owner treated this way before." In turn, they treated me better than I have ever been treated at any dealership (I am 59 years old and have averaged turning over a car once every three years for family and job since I was 21). I had Larry Dulski as a service technician who was understanding, kind, considerate, and above all professional. Thank God he was there to help me through this ordeal. They don't come any better than him. The General Manager gave me his personal cell phone to contact Toyota Corporate while I was waiting for Toyota Extra Care to contact me on my personal cell phone. He could not have been more considerate. I used it for over 90 minutes. I am sure he was inconvenienced missing some of his own personal communications and I would like to thank him for thinking of me as both as a Toyota customer and a person. I was touched by this gesture. I called the Corporate headquarter and asked to speak to a senior member or supervisor and was refused. I was told by the representative that Toyota had nothing to do or could not help a customer beyond the 3 year 36,000 mile warranty. When I said I'd like to register this complaint with a supervisor, I was told that I could not. She was the last word. Funny part was, when we started the conversation, I immediately asked for a supervisor and she told me that she had to try to help me first. I guess the supervisor just did not want to take the call. I wonder if that conversation was recorded or if she wrote a true rendition of our conversation. In the end, thanks to the efforts of the Boch Team, I picked up the car that night and my sons could drive home safely from the funeral. These people were wonderful and I cannot thank them enough for there efforts to help me through what could of been a terrible 3 day away from home ordeal. I just think that a dealership that cares about people this way should be recognized. Thank you Bock Toyota. I also think that when you consider buying a "extra care" service plan, plan on having a lawyer review it. Because if you get it inexpensively, they will try to find a way to screw you in return. This was not my first time being forced to have my car inspected. Nor was it the first time that the "Impartial" inspector (that bull!!!), tried to lower what the dealership said were required repairs. Let me ask you a question. If the dealership is certified and puts its' name on the line saying you are required to have repairs done, and this "impartial" guy comes in and says that they are not necessary, then who is the liar? Who do you trust? And why is it that the customer takes the brunt by going without a car 24-36 hours and then has to deal with extra-care instead of his dealership? Never happened with Honda!!

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