Cox Toyota - Scion

Thank you for your notification of our customer's complaint.  I've looked into the issue.  We hope that we can resolve this issue and we regret any confusion or failure to meet the customer's expectations.  Please note: 08/26/16:  Purchased vehicle10/19/16: ToyotaCare 5K...

service performed.  No charge to customer.12/19/16:  ToyotaCare 10K service performed.  No charge to customer.02/23/17: ToyotaCare 15K service performed.  No charge to customer.  Identified and removed cause of noise in frame.  No charge to customer.05/18/17: ToyotaCare 20K service performed.  No charge to customer. COVERAGE ISSUEBuying a vehicle can be confusing.  I believe the customer may have misunderstood some of the coverages that come with the purchase of a new Toyota.   First, our dealership, Cox Toyota, has never offered "lifetime" oil changes and/or lifetime tire rotations.  We do offer a "Lifetime Engine Warranty" which provides mechanical repair protection for covered engine components but it does not cover oil changes.  This coverage is outlined in paperwork provided with each new vehicle purchase.  We get the customer to sign the paperwork and I can provide a copy if you like. Toyota Motor Sales (TMS) does not offer "lifetime" oil changes and/or lifetime tire rotations.  "ToyotaCare" is a TMS maintenance program and it is provided by Toyota at no extra cost with every new vehicle purchased.  ToyotaCare offers 24 months or 25,000 miles (whichever comes first) worth of no cost maintenance service for services as detailed in the vehicle's maintenance guide.  On some visits this qualifies the vehicle for an oil change, sometimes it doesn't.  It's all dependent on what is called for by the manufacturer's recommendation. The customer also purchased a Vehicle Service Contract (VSC) at the time of vehicle purchase.  The VSC offers additional mechanical repair protection for covered components of the vehicle.  However, this coverage doesn't provide free lifetime oil changes.  We, also, have the signed paperwork stating this coverage. TIRE ISSUEWe did rotate the tires on each ToyotaCare visit as listed above.  On the last visit in May there were over 24,000 miles on the 9 month old vehicle, which would estimate out to about 32,000 miles after one year.  Per the federal government the average annual mileage put on a vehicle in NC is around 15,000.  It's reasonable that this vehicle's tires are going to wear out faster than the typical vehicle due to how it has been driven and the high miles being put on it.  In any case, all requested services were performed. It is our perspective that we have not done anything wrong or misleading.  Consequently, we will not be providing lifetime free oil changes, lifetime free tire rotations, or payment for the tires that were purchased elsewhere.  We would be very happy to meet with the customer and review any paperwork that outlines the agreements and explain the coverage. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.I received my car back Friday evening, November 17th, after my partner got off work early to physically go to the dealership and sit and watch the body technician perform the repairs, to make sure the car was properly and professionally repaired, once and for all, back to the original condition it was when we originally brought it there - which was brand spanking new, not even 4 weeks old!  Should he have had to do that?  No, he should not have.  There was not one person who looked over the car after the body technician had supposedly finished making the repairs, to make sure it was properly and professionally repaired - before they called us each time to tell us it was done.  Not even the Service Manager, David. The customer service needs a make-over, especially within the service department.  There was nothing but carelessness, miscommunication and mismanagement involved.  The Service Manager, David, came off very arrogant and defensive from the beginning and remained within that attitude throughout almost the entire process.  His attitude was as if they had done no wrong, and that he couldn't help what one of the technicians did, and when I tried to explain to him all the miscommunications that had been made - he did not care.  All he cared about was the fact that some of the miscommunications had been corrected at that time, it did not matter to him what all we had dealt with up to that point that made the entire process so exhausting and frustrating.While I do accept Cox Toyota's response, I still am not pleased at all with the customer service, or the service department.  As already stated, it all needs an overhaul.  Throughout the entire process, there was not one single person who went above and beyond, or went the extra mile, to properly, professionally, and efficiently resolve the issue and repair the vehicle.  Nor did anyone offer to do anything extra, no matter how small, to compensate us for our lost work time and pay, my lost school time, and all of the frustrations we endured through the carelessness, miscommunication, and mismanagement.  Bob was apologetic the night the accident occurred, but I am not sure how sincere his apology was.  The only true, sincere, heartfelt apology we received was from Chris M[redacted] when we spoke with him Friday evening when we picked the car up - and he, of course, had no idea about our situation.  That place needs help!As of right now, I will never return to Cox Toyota for anything at all, and I will never recommend them to anyone!

Initial Business Response /* (1000, 5, 2016/01/25) */
-The customer bought his 2008 Tundra on 3/1/15.
-On 6/1/15 we checked out the customer's vehicle and observed no problems. The issue did not show up when we operated the vehicle and the computer showed no problems. It is not advisable to...

replace things, and generate cost, without being able to identify the problem.

-Around 6 months later on 7/16/15 the customer asked us to check his vehicle out and it had a dead battery. The customer paid for and we replaced the battery.
-Around 2 weeks later the customer came in with a problem with the starter staying engaged, a separate issue, we replaced the starter under the maintenance agreement.
-Around 5 months later (1/2/16) the customer brought his vehicle in with a stutter at 30 MPH. This was a separate issue than any earlier complaints. We replaced the torque converter under the maintenance agreement.
-We haven't seen the customer's vehicle since the last repair.
-We appreciate the customer's business and regret the inconvenience that his vehicle's problems have caused him. The repairs with his vehicle were accurately diagnosed and were unrelated. No action or lack of action on our part caused any of the issues with the customer's property.
-I notice that the Revdex.com complaint was lodged before the last repair. As far as we know the vehicle is operating normally now.
If not, we'd be very happy to check it out and fix it. If he needs a rental for a few days we'll cover it but only if we can see the problem. If the problem doesn't occur when we have the vehicle then there isn't much we can do about it.