Sorry to hear of your troubles Steve.

As mentioned before, I used to be a factory rep for Toyota, so you've definitely started things off correctly by calling the national number and starting a file.

From this point the escalation will most likely be that you receive a call from the dealership customer relations manager, as he or she will receive a printout of your complaint within the next few days. As per your normal demeanor, I would recommend that you explain your situation as calmly but firmly as possible (as you always do) and in the meantime think about what sort of outcome would get you back to the happy times. Meaning, do you want an apology, free oil change, free stuff, what...

Additionally, remember that the dealership and the 800# are not the last line of defense for an upset customer. San Diego should be in the LA Toyota Region, and at that regional office there is a Regional Customer Relations Manager whose job it is to stay on top of dealers that are receiving poor customer satisfaction scores. Those scores for both service and sales are quite a big hammer that the Region uses to keep it's dealerships in line, and a point (dealership) can be revoked should poor marks become chronic. The Region will also have a District Service Manager that covers the San Diego Metro, and his or her job is to keep tabs with the service managers of each dealership, monitor their customer labor sales figures as well as their proportion of warranty expenditures. It's not a common practice, but District Service Managers WILL meet with customers on a case by case basis, so that person may also be someone you should educate about Mossy's practices.

Bottom line: if you're not receiving the sort of outcome or satisfaction that you believe you should, if you need further escalation, request through both the 800# AND the dealership's customer relations manager that you speak with the Regional CRM and/or the District Service Manager covering San Diego. After all, you're doing them a service if a dealership under their supervision is executing improper oil changes.

Good luck and keep us posted.


** edit:
You seem to be very meticulous so I'm sure this doesn't need to be said, but: Although the Toyota customer service line will keep a computer based file on what you and they have discussed, you won't have access really to that information. The best plan is to always keep your own log of times/dates/contacts and subjects discussed so you can substantiate your position and plainly paint a picture of what the true events were.