Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268189, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is not true that they asked for my authorization to look into the matter more. As a matter of fact, I questioned them the day I initially brought it in and when I spoke to the assistant service manager and asked if it could possibly be something else and that this didn't make sense, he stated no, that it was definitely the transmission and advised me to call Toyota Corporation because this should not have happened and did not once ask me to bring it back to do a further diagnosis.
I called them several times the following week and they were adamant each time that it was definitely the transmission and not once did they offer for me to bring it back and look into it further. I kept stating to them that it didn't make sense. That is why we took it somewhere else to get a second opinion. I am appalled that they would state that they gave me an opportunity for them to look into it further. As a matter of fact after the repair at [redacted]'s Toyota I had written a letter to Joseph Toyota and Toyota Corporation expressing my concerns and asking for the reimbursement. I received a call from [redacted] Wanamaker (who claimed to be a transmission expert) from Joseph Toyota and he was still adamant that [redacted]'s just did a temporary fix and that I would definitely still need a new transmission. So for them to say that they gave me an opportunity to do further diagnosis is not true. After driving the car for almost a year later now which included a trip to [redacted] and a trip to [redacted] and several trips to South Bend, [redacted] to see our daughter and driving it 40 miles a day back and forth to work it is still running good (with the original transmission).
Several months after [redacted]'s fixed it, I again called Joseph Toyota and spoke to [redacted] Wanamaker and again he claimed to be a transmission expert and still insisted that I was still going to need a new transmission. I believe his exact words were "I'm telling you, you will need a new transmission". This sort of action needs to be stopped. How many other people have they done this to? All I'm asking is to be reimbursed for the repair and the tow. I'm just glad that I didn't spend $4500.00 for a new transmission that I didn't need.
in reference to ID [redacted]
no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistake. My service director was off ill when the customer first emailed him and the email went unnoticed. that was second mistake. The first mistake was a...
failure by a technician to properly finish his assignment. My service director has called the customer, and we have sent a check to her for the amount requested. She has been a good customer of ours for years and we hope she will return. But either way, it was the right thing to do to reimburse the customer.
respectfully submitted.
[redacted]
General manager
Dear Ms. [redacted]
On 9-22-14 the customer brought into our shop his 2007 Toyota Camry for a suspension complaint. We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assembly. we installed all needed parts and test drove to complete...
job. when customer picked up car he returned on same day saying that a check engine light was on. We gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functions. None of these were related to previous complaints. The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped together. some wires were not attached to the box. When asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accident. We informed customer that it needed a new wiring harness and fuse box to correct problem. He authorized us to repair. Parts were ordered and installed. when proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier stated. That repair was also done. the customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on. WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time.
The customer has obtained or purchased this vehicle that, according to [redacted], has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle. In checking [redacted] it shows that through 7 owners of this car, it has had 7 recordable accidents. When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problems. The reason it took so long to fix was the parts were on national back order which is a common problem on certain parts . In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand new. And even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire time. Replacing sensors, wires and other computer centered features is not a quick fix. WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage.
Respectfully,
[redacted]
General Manager
PS. as I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had.
As General Manager I was shocked and embarrassed to receive the complaint from the customer. It was the first I had heard of the problem. I immediately looked into the matter and found that a mistake had been made in the initial quote of payments to the customer, both in rate and in...
term. With both senior management in that department gone, the assistant manager failed to react in a way that we would prefer, which is taking care of the customer, even when a mistake has occurred. after meeting with the salesperson and manager, it was easy to see that this mistake needed to be corrected. I then called the customer and apologized for the incident, and offering to deliver the car to her at the original agreed upon offer. Regardless of the cost to the dealership (which is substantial) it is the right move to make. I believe that all people will make mistakes, but what is remembered is how you took care of that mistake.
After a long talk with customer she told me that she would call me back after discussing with husband to see if they would accept my offer. I agreed to hold car for her for a couple of days until she got back to me.
Respectfully submitted,
[redacted]
General manager
Joseph Toyota of Cincinnati
Dear Revdex.com:
While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us.
The customer brought their vehicle in on 11/29/2013 to Joseph Toyota to be diagnosed for a...
check engine light, a VSC light and TRAC light being illuminated on dash. When hooked into our computers for diagnosis, the reading came back as an internal transmission slippage. This code recommends a transmission replacement, which the customer had been quoted $3921 to replace. Since the vehicle had 85032 miles, it was out of factory warranty. We discussed with Toyota and was able to obtain $1000 from Toyota to go toward repair. The customer refused any further diagnosis or repair and took the vehicle home.
On 12/13/2013 the vehicle was towed to [redacted]'s Toyota to examine after vehicle stopped shifting gears. Getting the same computer readings that we got here 2 weeks earlier, [redacted]'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission. The customer authorized them to repair the transmission for a cost of $455.
On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to [redacted] Toyota. As a goodwill gesture, we refunded the diagnostic charges.
Joseph Toyota did the same diagnosis as [redacted] Toyota. The difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to [redacted], allowing them to find a different problem that caused the issue from the beginning. If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that [redacted] found and fixed the vehicle for the same amount. We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges.
Joseph Toyota has always prided itself in taking care of the customer in every way possible. In this situation(as many are today) we were relying on computer information to diagnose the situation. sometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain. Again, if the customer would have authorized further diagnosis, then we would have found the same thing [redacted] Toyota found (after they got the same readings we did and concurred the diagnosis). The customer knew they had an issue with the transmission when they left here and decided to drive it anyway. The fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it.
respectfully submitted,
[redacted]
General manager joseph Toyota
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268189, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is not true that they asked for my authorization to look into the matter more. As a matter of fact, I questioned them the day I initially brought it in and when I spoke to the assistant service manager and asked if it could possibly be something else and that this didn't make sense, he stated no, that it was definitely the transmission and advised me to call Toyota Corporation because this should not have happened and did not once ask me to bring it back to do a further diagnosis.
I called them several times the following week and they were adamant each time that it was definitely the transmission and not once did they offer for me to bring it back and look into it further. I kept stating to them that it didn't make sense. That is why we took it somewhere else to get a second opinion. I am appalled that they would state that they gave me an opportunity for them to look into it further. As a matter of fact after the repair at [redacted]'s Toyota I had written a letter to Joseph Toyota and Toyota Corporation expressing my concerns and asking for the reimbursement. I received a call from [redacted] Wanamaker (who claimed to be a transmission expert) from Joseph Toyota and he was still adamant that [redacted]'s just did a temporary fix and that I would definitely still need a new transmission. So for them to say that they gave me an opportunity to do further diagnosis is not true. After driving the car for almost a year later now which included a trip to [redacted] and a trip to [redacted] and several trips to South Bend, [redacted] to see our daughter and driving it 40 miles a day back and forth to work it is still running good (with the original transmission).
Several months after [redacted]'s fixed it, I again called Joseph Toyota and spoke to [redacted] Wanamaker and again he claimed to be a transmission expert and still insisted that I was still going to need a new transmission. I believe his exact words were "I'm telling you, you will need a new transmission". This sort of action needs to be stopped. How many other people have they done this to? All I'm asking is to be reimbursed for the repair and the tow. I'm just glad that I didn't spend $4500.00 for a new transmission that I didn't need.
Regards,
[redacted]
in reference to ID [redacted]
no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistake. My service director was off ill when the customer first emailed him and the email went unnoticed. that was second mistake. The first mistake was a...
failure by a technician to properly finish his assignment. My service director has called the customer, and we have sent a check to her for the amount requested. She has been a good customer of ours for years and we hope she will return. But either way, it was the right thing to do to reimburse the customer.
respectfully submitted.
[redacted]
General manager
Dear Ms. [redacted]
On 9-22-14 the customer brought into our shop his 2007 Toyota Camry for a suspension complaint. We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assembly. we installed all needed parts and test drove to complete...
job. when customer picked up car he returned on same day saying that a check engine light was on. We gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functions. None of these were related to previous complaints. The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped together. some wires were not attached to the box. When asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accident. We informed customer that it needed a new wiring harness and fuse box to correct problem. He authorized us to repair. Parts were ordered and installed. when proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier stated. That repair was also done. the customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on. WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time.
The customer has obtained or purchased this vehicle that, according to [redacted], has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle. In checking [redacted] it shows that through 7 owners of this car, it has had 7 recordable accidents. When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problems. The reason it took so long to fix was the parts were on national back order which is a common problem on certain parts . In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand new. And even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire time. Replacing sensors, wires and other computer centered features is not a quick fix. WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage.
Respectfully,
[redacted]
General Manager
PS. as I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had.
As General Manager I was shocked and embarrassed to receive the complaint from the customer. It was the first I had heard of the problem. I immediately looked into the matter and found that a mistake had been made in the initial quote of payments to the customer, both in rate and in...
term. With both senior management in that department gone, the assistant manager failed to react in a way that we would prefer, which is taking care of the customer, even when a mistake has occurred. after meeting with the salesperson and manager, it was easy to see that this mistake needed to be corrected. I then called the customer and apologized for the incident, and offering to deliver the car to her at the original agreed upon offer. Regardless of the cost to the dealership (which is substantial) it is the right move to make. I believe that all people will make mistakes, but what is remembered is how you took care of that mistake.
After a long talk with customer she told me that she would call me back after discussing with husband to see if they would accept my offer. I agreed to hold car for her for a couple of days until she got back to me.
Respectfully submitted,
[redacted]
General manager
Joseph Toyota of Cincinnati
Dear Revdex.com:
While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us.
The customer brought their vehicle in on 11/29/2013 to Joseph Toyota to be diagnosed for a...
check engine light, a VSC light and TRAC light being illuminated on dash. When hooked into our computers for diagnosis, the reading came back as an internal transmission slippage. This code recommends a transmission replacement, which the customer had been quoted $3921 to replace. Since the vehicle had 85032 miles, it was out of factory warranty. We discussed with Toyota and was able to obtain $1000 from Toyota to go toward repair. The customer refused any further diagnosis or repair and took the vehicle home.
On 12/13/2013 the vehicle was towed to [redacted]'s Toyota to examine after vehicle stopped shifting gears. Getting the same computer readings that we got here 2 weeks earlier, [redacted]'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission. The customer authorized them to repair the transmission for a cost of $455.
On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to [redacted] Toyota. As a goodwill gesture, we refunded the diagnostic charges.
Joseph Toyota did the same diagnosis as [redacted] Toyota. The difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to [redacted], allowing them to find a different problem that caused the issue from the beginning. If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that [redacted] found and fixed the vehicle for the same amount. We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges.
Joseph Toyota has always prided itself in taking care of the customer in every way possible. In this situation(as many are today) we were relying on computer information to diagnose the situation. sometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain. Again, if the customer would have authorized further diagnosis, then we would have found the same thing [redacted] Toyota found (after they got the same readings we did and concurred the diagnosis). The customer knew they had an issue with the transmission when they left here and decided to drive it anyway. The fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it.
respectfully submitted,
[redacted]
General manager joseph Toyota
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]