Greenville Toyota / Scion

After market parts were placed on my vehicle without disclosure of the product I was receiving.The following information is what was on our invoice. We noticed that the tensioner/OAP item number was different than other part numbers. After searching google for the part, I found that it was an [redacted] Auto part. The dealership guarantees their genuine parts as the only parts they use according to the promotional emails sent to me by Greenville Toyota/Scion. (We appreciate the opportunity to care for your Toyota Tundra. We are committed to keeping your Toyota a Toyota with:* Toyota Certified Technicians* Genuine Toyota Parts* Competitive Prices)Greenville Toyota purchased an [redacted] Auto part and then raised the price $10.00 to a genuine toyota part price. Greenville Toyota/Scion had my truck for three days during this time. The parts manager said they did not have the Genuine Toyota part in and did not have to put a Genuine Toyota part on my truck since the warranty was out, yet when I called another local dealership they said there were several tensioners on the shelf and they could have the part shipped over night. If the [redacted] Auto part were to go bad and cause further damage to my vehicle, the dealership could say nothing could be done since it was not a genuine part installed. I contacted OAP about the warranty provide for the tensioner. [redacted] said the warranty would only cover the tensioner and would not cover damage that could occur to the engine if the part were to fail and the engine overheated. I would have to foot the bill for a new engine. I called the GM, gave him my concerns and he said he would get more information and call back. That was over a month ago! This was the first time I have ever had a conversation about service with the general manager. After a week of no response I took my complaint to the next level. You would think a service or parts manager would have to let you know if they were putting an after market part on your vehicle or a disclosure statement to let a customer know what was being put on a vehicle. As a loyal customer who has spent over $16,000.00 since 2004 I received $120.00 dollars worth of coupons which can only be used at Greenville Toyota/Scion. After taking this issue to corporate, Greenville Toyota reported back to corporate that we should find another certified Toyota dealer to help us with our service needs which would void our loyalty coupons and void our free tire rotations since we just purchased new tires. 6/3/15COOLING SYS LEAK COOLANT LEAK ~ ~WATERPUMP LEAKING ~ ~R/R WATERPUMP ASSEMBLY/DRIVEB ELT/GASKETS AND COOLANT AND BELT TENSIONER ASSEMBLYPARTSNAME PART # QTYPUMP ASSY, WATER TOXXXXXXXXXX XSUPER LONG LIFE C TOXXXXXSLLC2 2BELT, V-RIBBED TOXXXXXAXXXX XCOOKIE DISC TOMMMXXXXX XTENSIONER/OAP TOXXXXX XDesired SettlementExplanation of why Greenville Toyota/Scion will not replace the aftermarket part and continue to service our vehicle as I am a loyal Toyota customer. Corporate Toyota, after talking with the dealer, recommended that we drive 20 minutes further to have our vehicle serviced which is an inconvenience to me. Will Greenville Toyota/Scion honor the loyalty coupons for $120.00 dollars sent and will they honor the free tire rotations for purchasing tires at Greenville Toyota/Scion as they have done with previous tire purchases?June 5th 2015 was my last correspondence with the dealership.Business Response /[redacted] has never been happy with anything we do. That is just the way he is. We felt it was best that we turn this matter over to Toyota corporate and they are taking care of [redacted]. Even though we try very hard to please all of our customers, sometimes it just does not work out.Thank you.Consumer Response /[redacted]/I have been a loyal Toyota customer at Greenville Toyota/Scion since 2004. During this time to be more specific, I have spent over $11,000 in the service department and approximately $34,000 at Greenville Toyota/Scion. After 11 years of being their customer, there have been only two occasions I had an unpleasant service experience. With the exception of the above mentioned experiences, I have been happy with all other service experiences. This is the first time I have ever contacted the General Manager. I am disappointed and shocked that a reputable Toyota dealer would stoop to make me appear not credible by saying that "I have never been happy and that is just the way I am", after only speaking to him one time. I have only stated the facts in my complaint and have not demonized the character of anyone in the dealership. Toyota Corporate is no longer handling my complaint by my choice, as the dealer has not answered my questions, even with Toyota Corporate's assistance.Allow me to explain the events that led to me filing a complaint with the Revdex.com. I went through the chain of command by calling the Parts manager, who informed me that he could put whatever parts he wanted on my vehicle since it was no longer under warranty. I left a message for the Service manager to call me as I wanted to ask a few questions regarding my invoice. After he returned my call, I was again left with many questions and continued to follow the chain of command. I called the General Manager and informed him that an [redacted] Auto part was placed on my vehicle with a price difference of $10.00, which reflected a Genuine Toyota part. The dealership sent me an email, which advertises they only use Genuine Toyota Parts. I also informed him of the difference in the two parts regarding warranties and what would be covered in the event the [redacted] Auto part fails, possibly causing further damage to my engine. The General Manager confirmed what the Parts Manager told me about frequently placing aftermarket parts on vehicles serviced at the dealership, but said he would investigate the issue, and either he or his Service Manager would call me back. I waited two weeks for a return phone call from the General Manager or Service Manager. After not receiving a return call, I had no other option but to write a letter and send it to the the next level, which was the South East Toyota District Representative. After the South East Toyota District Rep. read my letter and reviewed the situation, I found it necessary that I, MYSELF, turn this matter over to Toyota Corporate and not Greenville Toyota/Scion as falsified in the business response. New Desired Resolution:As seen in Greenville Toyota/Scion's response to this complaint, they have not answered my questions addressing the initial desired resolution. I will be very direct with my desired resolution. I would like the following questions answered: 1. Why the aftermarket part was placed in my vehicle without my knowledge? 2. Why I was charged the Genuine Toyota price for that aftermarket part? 3. Why, as a loyal customer, will they not replace the aftermarket part with the Genuine Toyota part, I was charged for?It is very concerning as a loyal, 11-year customer that I can't get an answer that is appropriate. I felt the Revdex.com was the next step because when filing a complaint or responding, I am asked to present truthful information. I have provided 100% absolute truth and facts. I only ask the same from the dealer, and request them to answer my questions. If the dealer is unwilling to answer my specific questions, then I will try another avenue to seek an answer. Thank you for your time to review my response.Final Business Response /[redacted]/It is my understanding that Toyota corporate has handled this situation. [redacted] has gone to another Toyota dealer where he has had a genuine Toyota tensioner installed at no charge to him and has also been compensated extra by Toyota corporate to take his business to another Toyota dealership.[redacted] has been made whole, plus some.Thank you.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)Corporate has offered to have the Toyota tensioner installed at a different dealership, however I paid for the original service that should have been performed. Compensation that was offered was $275.00. $135.00 for what would have been the free rotation of the life of the tires purchased. $140.00 of the $275.00 was from loyalty points that was earned through regular service. To have been made whole, plus some would entail compensation above and beyond what one has rightfully earned.