I was sorry to learn of your experience at the dealership on Friday For some reason, I did not get your voicemail message; so again, I apologize that no one has returned your phone call.I will be glad to work with you to assist in the repair of your vehicle As you know, all of our used car inventory goes through a rigorous inspection before being put up for saleWe will stand by the quality of our vehicle and bring it to a proper standard.Please contact me directly so that I can make arrangements on your behalf My direct number is 614- [redacted] and my email address is [redacted]
Dear Mr. [redacted] -First, please forgive my delayed response. I was out of the office when you were at the dealership and have been catching up on a number of items. Plus, I wanted to take the time to prepare a thoughtful response to you.Let me begin by saying I'm so sorry that you had a poor...
experience dealing with [redacted] and our store, in general. Having worked with [redacted] for some time I can assure you that he meant no disrespect in how he handled your inquiry. But I can completely understand how it would have come across that way to you, and, for that, I am profoundly sorry.It so happens that we are not adequatley equipped at the moment to sell cars - to the degree we would like - to people emerging from prior credit problems. This reflects a lack of funding partners needed to work with people in your situation, and it is something we are actively working to change. We are simply behind the curve in making that correction.Having said that, I agree that [redacted] mishandled your communications and I will work with him on his follow through. So, again, I hope you can accet my apology. In no way did we mean any offense to you and would never want anyone who comes to shop here - regardless of where they end up buying a vehicle - to feel mistreated in any way. Our goal is to be as welcoming and inclusive as possible, and I regret that is not what you experienced.Thank you for your honesty and feedback. If there is ever anything we can do to be of service to you, please know you are more than welcome here.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please notify the business to process the refund (to the credit card used for the original payment) they indicated they would make in their response.
We apologize that there was such a delay in getting back to Mr. [redacted]. We do not recommend work that does not need to be done, however if this repair did not fix the initial problem, we will be happy to refund Mr. [redacted] his $257.66. Again, our goal is to satisfy our customers and fix...
their vehicles properly the first time. Thank you for the feedback so we can continue to improve our overall communication strategy.
Other than what was offered to the customer in the previous correspondence, the dealership has nothing addtional to offer. The dealership is no longer considering repairing the vehicle.
Dear Ms. [redacted],
I am sorry to hear about your disappointing experience. We will be happy to refund you for the oil change. I tried to call you to discuss this matter in person, but the call didn't seem to go through. I would like to talk to you about this experience. Please...
give me a call at your convenience. Please note, I will be out of the office June 13 returning June 22nd.
Customer satisfaction is our number one goal. We are always looking at ways to make our service department better for our customers. Unfortunately, sometimes things happen and we let someone down. I look forward to talking with you to get more details of your experience so we can look to grow from this mistake.
Again, I apologize that we did not meet the level of satisfaction we strive to achieve.
Sincerely,
[redacted]
General Manager
Tansky Toyota
[redacted]
I was sorry to learn of your experience at the dealership on Friday. For some reason, I did not get your voicemail message; so again, I apologize that no one has returned your phone call.I will be glad to work with you to assist in the repair of your vehicle. As you know, all of our used...
car inventory goes through a rigorous inspection before being put up for sale. We will stand by the quality of our vehicle and bring it to a proper standard.Please contact me directly so that I can make arrangements on your behalf. My direct number is 614-[redacted] and my email address is [redacted]
I am rejecting this response for several reasons. Frist, while the business has offered a $2,000 credit towards the purchase of a new vehicle, they do not have any of the vehicle I want currently in stock and I need a vehicle immediately since they deemed mine unsafe. I visited the dealership on Saturday August 01 for a prearranged visit with Tony. I had indicated I was interested in a 4runner or highlander with preference for the 4runner. While they had highlanders in stock my preference was for a 4runner limited edition. Tony introduced me to his manager who said they would not have any in stock until late September or early October. What good is a credit if they don't have what I want to buy? Second, I requested a quote to repair my vehicle from Mark M[redacted], Service Manager. My vehicle was at the dealership for an entire week. When I picked it up August 01 and asked the service representative for a copy of the estimate he said one was not prepared. In there response they are saying the entire frame needs replaced yet when the issue was first diagnosed, Ben, the service tech said that they could complete the repair at the dealership, they would order the part and in his estimate was about $7,000. How all of the sudden did the quote more than double and why are they only address general issues and not those specific to my situation? Finally, I requested to know more and a change in their service procedures. I have been told at each visit to the dealership for service that they perform a comprehensive inspection of the vehicle. I was told that the issue was identified this time when the tech put the car on the service rack and did and inspection of the areas sported by the rack. This was for an air condition related service. The vehicle has been in the rack at the dealership many many times, why was this the first inspection to identify any issue? Why did the service tech do the inspection at all? Why did previous inspection at least call out a rust issue on the frame? What exactly is the purpose of the service inspection? I have been told by the service techs that it is to identify current issues and to be proactive and identify preventative issues as well? Why wasn't the rush called out sooner from a preventative related standpoint? It seems to be that the service inspection is just another way to generate service revenue for the dealership but does not really protect the consumer from a preventative basis? and if that is the case why do the inspection at all?? Curiously I wonder how much additional revenue is generated from the inspections??
Kurt Gatterdam
To whom it may concern:After reviewing the client's concern, my service manager called the client to discuss the problems he experienced while at our store. Our service manager told the client we would detail his vehicle as an apology for this inconvenience. We believe the customer is...
happy at this time and hope to keep him as a valued customer. Johanna W[redacted]Tansky Toyota###-###-####
I sympathize with your frustration, and understand how stressful it is to receive unwanted news.
Our standard cost for replacing a 4runner frame, unless it is covered under warranty, is around $15000. My assumption is that a suggestion was made to buy a new vehicle because of...
this high cost. If you prefer, I can apply that $2000 credit towards the cost of replacing your frame.
We value your business and hope we can assist you in resolving this situation.
I was sorry to learn of your experience at the dealership on Friday For some reason, I did not get your voicemail message; so again, I apologize that no one has returned your phone call.I will be glad to work with you to assist in the repair of your vehicle As you know, all of our used car inventory goes through a rigorous inspection before being put up for saleWe will stand by the quality of our vehicle and bring it to a proper standard.Please contact me directly so that I can make arrangements on your behalf My direct number is 614- [redacted] and my email address is [redacted]
I reviewed the response made by the business in reference to complaint ID 1***, and find the resolution is satisfactory to me
Dear Mr. [redacted] -First, please forgive my delayed response. I was out of the office when you were at the dealership and have been catching up on a number of items. Plus, I wanted to take the time to prepare a thoughtful response to you.Let me begin by saying I'm so sorry that you had a poor...
experience dealing with [redacted] and our store, in general. Having worked with [redacted] for some time I can assure you that he meant no disrespect in how he handled your inquiry. But I can completely understand how it would have come across that way to you, and, for that, I am profoundly sorry.It so happens that we are not adequatley equipped at the moment to sell cars - to the degree we would like - to people emerging from prior credit problems. This reflects a lack of funding partners needed to work with people in your situation, and it is something we are actively working to change. We are simply behind the curve in making that correction.Having said that, I agree that [redacted] mishandled your communications and I will work with him on his follow through. So, again, I hope you can accet my apology. In no way did we mean any offense to you and would never want anyone who comes to shop here - regardless of where they end up buying a vehicle - to feel mistreated in any way. Our goal is to be as welcoming and inclusive as possible, and I regret that is not what you experienced.Thank you for your honesty and feedback. If there is ever anything we can do to be of service to you, please know you are more than welcome here.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please notify the business to process the refund (to the credit card used for the original payment) they indicated they would make in their response.
We apologize that there was such a delay in getting back to Mr. [redacted]. We do not recommend work that does not need to be done, however if this repair did not fix the initial problem, we will be happy to refund Mr. [redacted] his $257.66. Again, our goal is to satisfy our customers and fix...
their vehicles properly the first time. Thank you for the feedback so we can continue to improve our overall communication strategy.
Other than what was offered to the customer in the previous correspondence, the dealership has nothing addtional to offer. The dealership is no longer considering repairing the vehicle.
Dear Ms. [redacted],
I am sorry to hear about your disappointing experience. We will be happy to refund you for the oil change. I tried to call you to discuss this matter in person, but the call didn't seem to go through. I would like to talk to you about this experience. Please...
give me a call at your convenience. Please note, I will be out of the office June 13 returning June 22nd.
Customer satisfaction is our number one goal. We are always looking at ways to make our service department better for our customers. Unfortunately, sometimes things happen and we let someone down. I look forward to talking with you to get more details of your experience so we can look to grow from this mistake.
Again, I apologize that we did not meet the level of satisfaction we strive to achieve.
Sincerely,
[redacted]
General Manager
Tansky Toyota
[redacted]
I was sorry to learn of your experience at the dealership on Friday. For some reason, I did not get your voicemail message; so again, I apologize that no one has returned your phone call.I will be glad to work with you to assist in the repair of your vehicle. As you know, all of our used...
car inventory goes through a rigorous inspection before being put up for sale. We will stand by the quality of our vehicle and bring it to a proper standard.Please contact me directly so that I can make arrangements on your behalf. My direct number is 614-[redacted] and my email address is [redacted]
I am rejecting this response for several reasons. Frist, while the business has offered a $2,000 credit towards the purchase of a new vehicle, they do not have any of the vehicle I want currently in stock and I need a vehicle immediately since they deemed mine unsafe. I visited the dealership on Saturday August 01 for a prearranged visit with Tony. I had indicated I was interested in a 4runner or highlander with preference for the 4runner. While they had highlanders in stock my preference was for a 4runner limited edition. Tony introduced me to his manager who said they would not have any in stock until late September or early October. What good is a credit if they don't have what I want to buy? Second, I requested a quote to repair my vehicle from Mark M[redacted], Service Manager. My vehicle was at the dealership for an entire week. When I picked it up August 01 and asked the service representative for a copy of the estimate he said one was not prepared. In there response they are saying the entire frame needs replaced yet when the issue was first diagnosed, Ben, the service tech said that they could complete the repair at the dealership, they would order the part and in his estimate was about $7,000. How all of the sudden did the quote more than double and why are they only address general issues and not those specific to my situation? Finally, I requested to know more and a change in their service procedures. I have been told at each visit to the dealership for service that they perform a comprehensive inspection of the vehicle. I was told that the issue was identified this time when the tech put the car on the service rack and did and inspection of the areas sported by the rack. This was for an air condition related service. The vehicle has been in the rack at the dealership many many times, why was this the first inspection to identify any issue? Why did the service tech do the inspection at all? Why did previous inspection at least call out a rust issue on the frame? What exactly is the purpose of the service inspection? I have been told by the service techs that it is to identify current issues and to be proactive and identify preventative issues as well? Why wasn't the rush called out sooner from a preventative related standpoint? It seems to be that the service inspection is just another way to generate service revenue for the dealership but does not really protect the consumer from a preventative basis? and if that is the case why do the inspection at all?? Curiously I wonder how much additional revenue is generated from the inspections??
Kurt Gatterdam
To whom it may concern:After reviewing the client's concern, my service manager called the client to discuss the problems he experienced while at our store. Our service manager told the client we would detail his vehicle as an apology for this inconvenience. We believe the customer is...
happy at this time and hope to keep him as a valued customer. Johanna W[redacted]Tansky Toyota###-###-####
I sympathize with your frustration, and understand how stressful it is to receive unwanted news.
Our standard cost for replacing a 4runner frame, unless it is covered under warranty, is around $15000. My assumption is that a suggestion was made to buy a new vehicle because of...
this high cost. If you prefer, I can apply that $2000 credit towards the cost of replacing your frame.
We value your business and hope we can assist you in resolving this situation.