A B C Alarm Inc.

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

My name is *** *** and I am the General Manager of PTF, LLC dba Performance Toyota ("Performance")I would like to acknowledge receipt of the Revdex.com Complaint #*** regarding *** ***n and his service visits with Performance ("Complaint")After investigating this
matter, kindly accept the following information in response to his Complaint.On or about April 9, 2016, Mr*** brought in his Scion FR-S, VIN#*** ("Vehicle") to Performance and we performed the 20,mile maintenance interval which included an engine oil and filter change, tire rotation, and a complete multi-point inspectionThe drain plug was warped and with Mr***'s approval, Performance replaced itMr*** mentioned to Performance that he had his previous two (2) oil changes performed at Joseph ToyotaOn or about June 11, 2016, Mr*** brought his Vehicle back to Performance because the engine was running hotThere were no visible signs of leaking and the engine was knockingPerformance pulled the valve covers and disassembled the engine and found that the number and bearings were scored and also the and rod bearings were worn awayPerformance found the engine was starved of oilPerformance could not find anything that would cause the oil to disappearPerformance requested a field technician from Toyota Motor U.S.A(“Toyota") inspect the VehicleToyota inspected the Vehicle and found nothing that would cause the oil to disappearAs a goodwill gesture to Mr*** and because it could find no warrantable cause for the disappearance of the oil, Toyota instructed Performance to replace the engine, at no cost to Mr***While Performance was looking into the engine issues, it provided Mr*** a rental vehicle to use, at no cost to him.On July 19, 2016, Mr*** brought the Vehicle in and stated that the heat shield rattled in 1st and 2nd gears at RPMs from the time the engine was replacedPerformance inspected the Vehicle and found that the nuts and bolts on the heat shield were brokenWe brought this to Mr***'s attention and he stated that the bolts were broken by somebody else who worked on the exhaustPerformance installed new nuts and bolts for Mr*** at no cost to himAt this visit, Mr*** also stated that the check engine light was staying onPerformance found that Code P000D indicated the oil control valve was stickingPerformance replaced the oil control valve for the VVTi, at the bank exhaust sideThis was a warranty repair from Toyota and therefore no cost to Mr***Performance test drove the Vehicle for at least miles and found the car operated as designed and was unaware of any other current deficiencies of the Vehicle.Since the Vehicle has already been inspected by Toyota, Performance recommended that Mr*** take the Vehicle to another Toyota dealer for a second opinionPerformance would like to state at this time that it has asked Mr*** to not return to our facilityHe was very disruptive in front of other customers and was acting very rude to our techniciansPerformance would also like to point out that this Vehicle is being leased by Mr*** and he has installed aftermarket components on this Vehicle which modifies the original factory specificationsAll of the repairs performed on this Vehicle by Performance were consistent with Toyota's factory standards, as instructed by Toyota and not as the customer demandedPerformance has done everything within reason to assist Mr***, and as a result of his ill-mannered behavior, we will respectfully refer any future repairs on this Vehicle to Toyota.Thank you in advance for your anticipated assistance with this matterShould you have anyquestions or need additional information, please do not hesitate to contact me.Very truly yours, *** ***
*** *** General Managerco: *** ** *** General Counsel (via email only)

Please offer *** *** that she continue to look at our site at Performance Toyota and if she should find a vehicle that she would be interested in or would consider purchasing, let her know that the General Manager, *** ***, will work with her and make her an exceptional deal
Thank you
*** ** *** *** ***

My name
is *** *** and I am the General Manager of PTF, LLC dba Performance Toyota
("Performance")I would like to acknowledge receipt of the RevDex.com Complaint #*** regarding *** *** and her recent visit
to Performance ("Complaint")After investigating this matter,
kindly
accept the following information in response to her Complaint.On or
about July 3, 2015, *** *** talked with *** ***, a Performance sales
representative, regarding a Scion tc ("Vehicle") that she saw on
Performance's website*** *** was making arrangements to come to
Performance to meet with *** *** on July 7, to look at and test drive
the VehicleHowever, in between the time that *** *** could make it to
Performance to look at the Vehicle and the time that she actually arrived, the
Vehicle was sold without *** knowledge, on July 6, It is our standard
practice to promptly remove sold vehicles from our website to prevent customers
from mistakenly thinking such vehicles are still available.This is an unfortunate
circumstance and one we truly regret, but this inadvertent oversight was
certainly not a "bait and switch" tactic, which *** *** claims in
her ComplaintPerformance would have honored any prior pricing that she saw on
the website if the Vehicle were still availableThis happens from time to time
and we apologize that it happened to her.To show
good faith with *** ***, Performance contacted other dealerships to see if
we could find a pre-owned Scion tc similar to the Vehicle she was interested
inUnfortunately, we could not locate any similar ones at that timeSince
that time we have been in contact with *** *** to offer her a choice of
other vehicles for a comparable price and she has expressed interest only in a
Scion tc and has declined these other alternatives presented to her
Performance apologizes for the inconvenience *** *** has experienced with
this ordeal, but we must respectfully disagree that we acted improperly or in
violation of any laws.Thank
you in advance for your assistance and cooperation in this matter.Very
truly yours,PERFORMANCE TOYOTA

PERFORMANCE T O Y O T AVIA - Email Only.October 18, 2017*** ***, Marketplace Resource ConsultantCincinnati Revdex.comE, 4th, Suite 600Cincinnati, Ohio 45202RE: *** *** - Complaint ID#***Dear Ms***,| would like to comment on Mr***'s comments regarding my original response to the ComplaintWhile I am sorry that Mr*** feels that I am not handling the situation properly, I try my best to take care of every customer that comes to the dealershipHowever, each one has completely different expectations on how their individual situation should be handledI have standard policies and guidelines on how to address situations such as this to take out the guess work, favoritism, or emotions.I have attached the document Mr*** requested regarding the $quoteI don't want him, or anyone, to feel the diagnostic charge as being "shook down," or disregard his family's safety for a profitI am just trying to determine who is accountable for the problemOnce that determination has been made, we can proceed accordingly with our findings.I apologize for any misunderstanding or confusion I may have createdI would still like the opportunity to diagnose the issue with Mr***'s van as described above if he would be willing to meet with me to resolve this situation.Thank you in advance for your anticipated assistance with this matterShould you have any questions or need additional information, please do not hesitate to contact me.Very truly yours, PERFORMANCE TOYOTAAndrew F* General Managercc: Kevin HA***, General Counsel (via email only)Dixie Highway - Fairfield, Ohio, 45014-*** (Original document attached)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
** ***

PERFORMANCE T O Y O T AVIA - Email OnlySeptember 21, 2017[redacted] Marketplace Resource Consultant Cincinnati Revdex.com1 E. 4th, Suite 600Cincinnati, Ohio 45202 RE: [redacted] Complaint ID#[redacted]Dear Ms. [redacted],My name is Andrew F[redacted] and I am the General...

Manager of PTF, LLC dba Performance Toyota ("Performance"). I would like to acknowledge receipt of Revdex.com Complaint #[redacted] regarding Mr. and Mrs. [redacted] and their recent service experience with Performance ("Complaint"). After investigating this matter, kindly accept the following information in response to their Complaint.On or about September 12, 2017, Mrs. [redacted] brought their 2017 Toyota Sienna, VIN#[redacted] ("Vehicle") to Performance because the blind spot monitor ("BSM") light on the dash was coming on. The technician investigated and found that there was damage to the bumper in multiple spots. When discussing this with Mrs. [redacted], she mentioned that the damage happened a week prior. Performance spoke with Mr. [redacted] on the phone and he said the damage happed a month prior. Mr. [redacted] did mention that the bumper had been repaired by a body shop on or about August 14, 2017, so Performance was confused as to why there were so many damage spots on the bumper. However, when starting the investigation, Performance noticed that the code "Misalignment" appeared. The technician discussed with Mrs. [redacted] that it would need to obtain approval from Toyota Motor Sales, U.S.A., Inc. ("Toyota") to remove the bumper cover to get to the BSM to determine whether the BSM was bent or out of alignment, which could have happened when the damage occurred, or when the body shop repaired the bumper.It is important to note that in this case, there was no malfunction code. The system was shutting itself off because it could not read within the parameters of the sensor. Once the system is realigned, it will properly read the location of approaching vehicles. Mr. [redacted] was quoted the price of $206 to remove the bumper and perform a proper diagnosis, not $400 as Mr. [redacted] states in his Complaint.Mr. [redacted] states in his Complaint that there was a Class Action investigation for the BSM. Please note that our Service Manager has checked the bulletins applicable to the Sienna and has found nothing regarding this issue with the BSM on the 2017 Sienna. However, older models did have a grounding issue and did actually have a TSB for that issue, but Performance has found no such bulletins pertaining to the 2017 Sienna.5676 Dixie Highway - Fairfield, Ohio, 45014-[redacted] Cincinnati Revdex.com RE: [redacted] - Complaint ID#[redacted] Page -2- Performance believes it is possible that when Mr. [redacted] took the Vehicle to the body shop for the repair of the bumper that the body shop may have moved the sensor accidently while working behind the bumper. Unfortunately, if this is the case, Toyota will not cover this under warranty as it is not a mechanical failure. However, if it turns out that the current situation is a mechanical failure, Toyota will pay for the repairs and Mr. and Mrs. [redacted] will not have to pay anything. We cannot make a proper determination of that until we remove the bumper and do a full diagnostic on the BSM. Standard practice under these circumstances is the Customer pays for removal for the technician to assess the problem and once it's diagnosed, we can then determine who will be paying us. If Mr. [redacted] is unsatisfied with this proposed course of action, he can also discuss this matter directly with Toyota Motor Sales U.S.A., Inc.Thank you in advance for your anticipated assistance with this matter. Should you have any questions or need additional information, please do not hesitate to contact me.Very truly yours, PERFORMANCE TOYOTA Andrew F[redacted] General Manager CC: Kevin H. A[redacted], General Counsel (via email only) (Original document attached)

As of today, Performance Toyota on Dixie Highway in Fairfield saw my car in the service department this morning,  and gave my 2011 Kia Soul an inspection on the front brakes. I was told my brakes are good and that perhaps rain water overnight  getting to my brakes could be reason why...

it scrapes first thing in the morning and it would dry out over the day. Thanks to Andy, the service crew and the Revdex.com for your prompt attention to this matter.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Given that I only have 7 days to respond, I am indicating that I do not accept the response. However, I am more than willing to meet with Mr. F[redacted] if he could provide me a way to get in contact with him, or if he would reach out to me at [redacted].
Regards,
[redacted]

RE:     [redacted] Dear [redacted] My name is [redacted] and I am the General Manager of PTF, LLC dba Performance Toyota ("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint #[redacted] regarding [redacted] and...

his recent purchase with Performance on or about February 19, 2015 ("Complaint"). After investigating this matter, kindly accept the following information in response to his Complaint. Upon receipt of the Complaint I immediately telephoned [redacted] to discuss this matter with him directly. It appears his only issue is that he did not get a duplicate key in a timely manner. Therefore, I am having our service department schedule a time to get his duplicate key made for him. I suggested that [redacted], or his wife, contact my service department, within 30 days from the date of my call to him, in order to get this completed. He seemed very happy with this resolution. I sincerely apologize for any inconvenience [redacted] encountered regarding this issue and hope this helps to resolve his Complaint. Please do not hesitate to contact me with any questions or concerns and thank you for your assistance with this matter.[redacted] General Manager

September 20, 2016RE: [redacted]
[redacted]My name is [redacted] and I am the General Manager of PTF, LLC dba Performance Toyota ("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint #[redacted] regarding [redacted] and her...

recent purchase from Performance ("Complaint"). After investigating this matter, kindly accept the following information in response to her Complaint:On or about July 2, 2016, Ms. [redacted] purchased a 2016 Toyota Camry, VIN#[redacted] ("Vehicle") from Performance. Her loan for the Vehicle was financed through General Electric Credit Union ("GE"). At the time of her purchase, GE offered the best financing for her needs. Ms. [redacted] found the GE financing offer to be acceptable and the installment contract was prepared for her signature. As you are aware, an installment contract contains information regarding interestrate, annual percentage rate, finance charges, and an itemization of the total amount financed and any fees the lender requires applicable to the loan. It is a normal practice of Performance that prior to the customer signing an installment Contract, they are asked to review it to make sure the information is corrector if they have any questions regarding the information noted on the contract. If they approve the information noted on the installment Contract, they are then instructed to sign this document.Performance is sorry for the oversight by Ms. [redacted] of the mandatory bank fee. However, Performance can only Conclude that since Ms. [redacted] reviewed and signed the installment contract, she fully approved the information Contained therein.Thank you in advance for your anticipated assistance with this matter. Should you have any questions or need additional information, please do not hesitate to contact me.Very truly yours, PERFORMANCE TOYOTA[redacted] General Manager[redacted]
[redacted]

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 [redacted], and have determined that this does not resolve my complaint. 
The finance
person never disclose anything about the fees involved, If she could
have told us how much time it would have taken, may be couple of
seconds, buy intentionally she didn't mention that. One thing I would
like to ask to the manager of Performance Toyota, when he applies for a
credit card, did he read all the disclosures and fine prints which is
written in a font size of 6, 100% of people never read that, We always
read the summary.For the reference I have attached the document which we received and signed, a copy is attached here as Doc 1.  If you look at the bottom there is a charge of $225 (says finance charge) , they added and subtracted (less prepaid finance charge) at the end, making the total to be $20,433.51 (which was the actual price we are supposed to pay, but they added $225 on top of $20,433.51 making us pay $20658.51I don't know why they do such calculation, may be just to rip of people knowingly. If there is a finance charge involve make it clear and show it in the calculation without hiding anything so that people can see.
Regards,
[redacted]

Ms. [redacted]Performance Toyota finally diagnosed the problem with my car, and thus, my claim has been resolved for now. Thank you for your assistance.[redacted]

My name is [redacted] and I am the General Manager of PTF, LLC dba Performance Toyota ("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint [redacted] regarding [redacted] and his recent purchase from Performance ("Complaint"). After investigating this matter,...

kindly accept the following information in response to his Complaint. On or about March 31, 2016, Mr. [redacted] purchased a 2010 Honda Civic, VIN#[redacted] ("Vehicle") from Performance. He picked up his Vehicle the next day and noticed that the TPMS light was staying on. Please note that we have now repaired the TPMS indicator light, as confirmed by the customer, at no cost to Mr. [redacted]. Mr. [redacted] feels this is fair and is happy with the resolution. Thank you in advance for your anticipated assistance with this matter. Should you have any questions or need additional information, please do not hesitate to contact me. Very truly yours,[redacted], General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I first read Mr. F[redacted]'* response, I though I understood Performance Toyota's position and that it was perfectly rational given the circumstances. If the service technician had heard my wife say the dent occurred "last week" in lieu of "a FEW weeks ago", and then thought the dent was just fixed and the BSM system had not operated properly after the fix, then I could withdraw my complaint and I'm sure this could be settled with Performance Toyota independently. Misunderstandings happen.But upon closer inspection, this appears to actually be a shakedown in order for Performance Toyota to make a profit. Quoting Mr. F[redacted]'s response, "Standard practice under these circumstances is the customer pays for the removal for the technician to assess the problem and once it's diagnosed, we can then determine who will be paying us." Based on this statement, all Mr. F[redacted] is concerned with is who is PAYING HIM, apparently even after collecting payment from the customer for removing the bumper. There is no concern about customer safety, processing a warranty claim 10 months after selling a vehicle, or as a novel idea, providing good customer service. Instead, Performance Toyota is focused solely on who is paying them and making a quick buck.This position is bolstered even more by Mr. F[redacted]'s unwillingness to address facts in my complaint - not to mention the several dubious claims he makes. For instance, he states that there are "so many damage spots on the bumper." This is simply not true, as there was only one small dent, please refer to the two pictures attached. The first picture shows the rear bumper, the second picture shows the supposed damage spots on the bumper. I invite anyone to come check out the condition in case the pictures aren't clear. To make sure that Mr. F[redacted] has the right customer in mind while making these inaccurate statements, I request that he provide pictures that Performance Toyota took of the damage or at least the technician sketch(es) confirming the details. And while Mr. F[redacted] is quick to develop theories as to why the BSM is not working and why he should charge several hundred dollars to investigate, he conveniently fails to address facts that were presented:(1)why did the BSM work for several weeks after the dent occurred and was then repaired? (2) if the owner's manual stated that only a "strong impact" would cause the system to malfunction, then why would it seem reasonable that a small dent that didn't even make the air bags go off cause a problem? (3) the dent popped out without the need to remove the bumper and cause misalignment of the BSM, as claimed by Mr. F[redacted].Next, Mr. F[redacted] claims that we were given a quote of $206 to remove the bumper and diagnose the situation. Such a specific number must have surely come from a printed quote, although we never received one. Maybe the quote was inadvertently left on the printer, and thus it may not have been given to my wife before she left the service appointment. Please have Mr. F[redacted] give us a copy of the quote, because $206 is certainly much less than the verbal quote I was given of "it would take approximately half a day of outsourced body shop labor and diagnosis, which could cost up to $400."Lastly, this whole situation is extremely disturbing. I paid $40,000 for a vehicle that had specific safety features to help keep my family safe. The Performance Toyota salesman was even a major factor in us choosing the XLE model when he demonstrated the utility of those safety features. But now we remain with the safety features off and putting my wife and kids at risk, while Performance Toyota attempts to shake us down and profit from us. On the Performance Toyota website, the company lists 4 goals. One goal is: "Be accountable: When we don't exceed your expectations, we'll try to make it right."Does any of this sound like trying to make it right? Let's stick to the facts and not wild theories, because my family's safety is riding on it. I look forward to a quick resolution as too much time has already been wasted.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
For the record I had a TRD Intake and a Magnaflow exhaust and LED lights I personally installed nothing relating to "oil starvation" which is what caused my engine to blow. Also, I would not view claiming Toyota "broke my car" as "disruptive" nor would I considering the service manager saying I'm full of "s[redacted]" during a vehicle inspection drive and lock-in me out the dealership during the drive he and I took fair grounds to remove someone from the dealership. I had record of what the Service manager said to me during the ordeal and actually I had technicians agreeing that the service manager treated me unfairly. For the record. I was told to "shut up" and threatened to be removed by police because I asked to speak with the GM and Customers Relations Manager after unfairly being removed because I file a complaint with the Revdex.com. The service manager told me he wasn't happy that I did such and to go somewhere else during our drive at which time I express the other local dealership stated that they did not want to work on a car someone else repaired. Even so the other Toyota dealer reviewed the Work Orders and my vehicle at the same time recently in response to Performance's request  and found numerous discrepancies with what was stated to be replaced and what was actually (not) replaced. I made a choice to no long do business at any Performance dealership. If I modded my car to the extent described by Performance Toyota (to make a failed point I guess) then why would they "good will" my vehicle's engine still? I had enough evidence  to further the situation according to my legal advisors yet chose to just end my lease early because I rather lose money then be in a unsafe vehicle that they are still yet to repair correctly. I no longer want to do business with Toyota as a whole. Performance Toyota handled this situation terribly and everything I claimed previously I have backed with documentation,recordings, and videos which I still have.Thank You.
Regards,
[redacted]