The issue has been resolved with Copeland ToyotaThey have charged me for parts and not for labor
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy
my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. My truck is a 2007 Toyota Tundra and is 9 years old, not 12 years of age as mentioned by Copeland Toyota. I bought the truck in 2009 with apx. 10,000 miles ( just about new). I have had the truck for 7 years. I have always serviced my truck at Copeland Toyota since I bought it and have kept it well maintained over the years. In 7 years, the drive belt has broke and been replaced 5 times. 5 times is way too many, and unacceptable. A drive belt, on avg. should last at least 50,000 miles or 5 years and have a 3 year warranty on the belt. All Toyota parts have a 1 year warranty, which does not specify or take in consideration each individual part. Therefore when Copeland Toyota states "The drive belt lasted close to the average expected lifespan for all but two occasions", they mean the belt broke twice before that 1 year warranty mark, that they give for all parts. The other times the belt broke were over a year, but no more than 2 years. A drive belt should last much more than a year or two, and in some automobiles, last a lifetime. Over the years this constant drive belt problem has had additional consequences and put undue stress on the other parts that rely on it. The water pump, radiator, and powersteering pump have also needed to be replaced because of the drive belt. Last, and most important the engine has been affected from the drive belt. Overtime, engine overheating from the unreliable drive belt has caused a warped head gasket and coolant leak, which ultimately can damage the entire motor. Copeland Toyota stated they would pay for a new power steering pump piece, supposively a $384.00 value that the belt broke. When the truck was returned to me after repairs, I looked under the hood and the power steering pump that was supposively replaced was old and dirty. Copeland Toyota definitely did not put in a new power steering pump like they said they would. And I don't get it. Why would Copeland Toyota say they would "help me" pay for a part (power steering pump) that the belt broke, but make me responsible for the rest of the fees, incl. the drive belt and the labor. The problem is the drive belt and it damaged other parts in my vehicle. Copeland Toyota knows what has happened with the drive belt multiple times is not right. Like acknowledging there is something wrong with the picture but does not want to take 100% responsibility for it like they should. In addition, this time Copeland Toyota changed the drive belt it was replaced with a Goodyear drive belt not a Toyota drive belt. Isn't there something wrong with that ? There is something wrong and defective with my trucks drive belt system and Toyota should be held liable for it. I paid Copeland Toyota 35,000 dollars for the truck and expect much more. I have had the same drive belt problem time and time again with this vehicle since I purchased it at Copeland Toyota. I expect a safe reliable vehicle that I drive around in with my 3 children. The drive belt has snapped while I have been driving and lucky I haven't gotten in an accident because of it. After all, I'm worried about my safety and the safety of others while driving my vehicle. At this point I have even thought about purchasing another vehicle. I am very disappointed and dissatisfied with everything I have gone through with Toyota.
Regards,
[redacted]
As noted in Ms. [redacted] response, we do not see eye to eye on this situation. We have made multiple efforts to reach Ms. [redacted] and come to a conclusion. As to her question regarding the invoices, we did not write amounts off until we receive payment. Please forward us the amount agreed upon and we will clean up the remaining receivable balance. Thank you,[redacted]
We work with all our customers to get them all available rebates. As with all rebates, there are certain requirements (established by Toyota) to receiving the rebates. One of the restrictions on this rebates has to do with credit score. We submit the rebate request to Toyota...
and they denied it due to one of the requirements. As we do with any rebate that is not granted by Toyota, we call our representatives at Toyota's corporate office. We worked with Toyota to get the failed requirements waived and the [redacted]'s were granted the rebate. I am not sure why this complaint was filed as we were able to remedy the situation.
Thank you for you letter. As discussed with Ms. [redacted], when we contacted the funding source regarding the payoff of her [redacted] it did not include excise tax that Ms. [redacted] had not paid (we contacted for a payoff of the note - a payoff of the note does not include excise...
tax). Upon completing the transaction and paying off the vehicle, we were notified that an additional amount was owed on the vehicle - it was the excise taxes that Ms. [redacted] had not paid. This amount was not included in the payoff as it was not part of the note but additional amounts owed (as with any lease). We paid the amount so that Ms. [redacted] credit would not be dinged and so that we could attain the title. [redacted] called Ms. [redacted] multiple times to discuss this issue and would not get return phone calls. When they finally had a chance to discuss, Ms. [redacted] agreed that the amount owed was excise tax and [redacted] and Ms. [redacted] agreed to split the cost. After [redacted] discussed the agreement with dealership management and called Ms. [redacted] back, she stated (aggressively) that the deal was off and she was not paying anything. The amount owed is excise tax and is the responsibility of Ms. [redacted]. We did her a favor by paying it so that her credit would not be affected. We would like to be paid back for something that was her responsibility. Thank you[redacted]
Our F&I representative, [redacted] has been in the car business for over 30 years. He assured me that he told you that cancellation would reduce the principle balance - as he has told many other individuals in the past. In your statement, you state you want what you agreed to. You agreed to buying the car with the additional products. You later decided (after speaking with your significant other) that you no longer wanted the additional products. We have cancelled additional products. That is all we can do.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...
and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. I received the check, this is resolved.
Regards, [redacted]
Revdex.com: This matter has been resolved
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Business Bureau:
The business reached out to me last night and resolved the issue, so I have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted], we are sorry for the frustration. The full price of your remote starter has been refunded to your auto loan bank. You should see the loan balance (principal) reflect that refund now. Please let us know if we can be of further assistance.
There is a problem with this information. The persons name is [redacted]. This may have been the reason we did not respond. Please note that we reviewed the vehicle with Ms. [redacted] upon delivery. The attached new vehicle delivery checklist attached in which Ms. [redacted]...
reviewed and signed off in which the only items that is noted is touch up paint. Our sales department has meet and discussed all of her concerns with her. Our service department has looked into all of her issues. We have addressed all her concerns. Please contact me with any questions. Thank you,[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. After cancelling the additional products, I was not told that it would come off the principle balance. I was told that my first payment would be roughly $400 since Toyota had already billed the first month, but after the first month, my monthly payments would go down to roughly $360. I also have a witness that [redacted] did in fact say this to me as I signed the cancellation paperwork, and signed the new contract. The first time I have ever heard of it coming off of the principle balance was the day before Thanksgiving , with the completely unprofessional and utterly rude phone call with [redacted]. He hung up on me, only after saying that he has told the same thing to his customers for 30 years. I want what was agrrleed upon. I did not agree upon $400 a month. I said that was my budget was $350 per month, and even that was at the top of my price range.
Regards,
[redacted]
Sorry for the delay. I have been out sick for a few days. Our customer, [redacted] purchased a vehicle from us and upon purchasing the vehicle did purchase a few insurance products. After leaving the dealership, our customer came back and decided she did not want the...
insurance products. At this time we cancelled the products and explained to Ms. [redacted] that the amount the had agreed to pay for the products would be taken off the principal balance of the note. We also explained that her monthly invoice would not decrease but that she would pay off the note a few months earlier than originally contracted for. Please let me know if you would like to see the back for the cancellations. At this point, we have done everything Ms. [redacted] has requested us to do. Thank you and please let me know the next steps. Thank you[redacted] F. [redacted] Jr.
Our General Sales Manager [redacted] talked with the customer about this issue and a resolution has been reached. Both the customer and the dealership are happy with the outcome.
Hello, [redacted]. We are very sorry you are unhappy with your service experience with us. To review, you had the drive belt replaced by us on January 4, 2012 at 53,937 miles, on September 12, 2013 at 77,703 miles, and on January 27, 2014 at 83,459 miles (no charge for this service). On January...
28, 2014 we replaced the belt and tensioner at no charge due to the belt failing from the day prior, and on February 15, 2016 at 119,110 we replaced the belt a last time. The drive belt lasted close to the average expected lifespan for all but two of these occasions. On the occasions where it did not wear as expected, you were not charged and the service was covered under warranty. During the course of this process we also inspected your vehicle multiples times and corrected any issues that may have caused increased wear. In reference to the related damage to your vehicle, we absorbed the cost of the one item that was related to the drive belt failure, your power steering pump. The other related damage issue you inquired about was the coolant leak/headgasket warp. This issue cannot be caused by faulty drive belts and is therefore unrelated to that problem. The reason we did not fix this issue upon inspection is, as you stated, the entire engine would have to be changed out. On a vehicle of this age (12 years / 120,000 miles) issues like this can occur and are very rarely fixed as the cost of replacing the entire engine can easily outweigh the total value of the vehicle. We apologize again that you are unhappy with you experience, but we have inspected your vehicle before and after each service and found no evidence of subpar work. Any issues related to your drive belt have been rectified and you were only charged for issues that fell outside the terms of the vehicle/parts warranty.
The issue has been resolved with Copeland ToyotaThey have charged me for parts and not for labor
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy
my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. My truck is a 2007 Toyota Tundra and is 9 years old, not 12 years of age as mentioned by Copeland Toyota. I bought the truck in 2009 with apx. 10,000 miles ( just about new). I have had the truck for 7 years. I have always serviced my truck at Copeland Toyota since I bought it and have kept it well maintained over the years. In 7 years, the drive belt has broke and been replaced 5 times. 5 times is way too many, and unacceptable. A drive belt, on avg. should last at least 50,000 miles or 5 years and have a 3 year warranty on the belt. All Toyota parts have a 1 year warranty, which does not specify or take in consideration each individual part. Therefore when Copeland Toyota states "The drive belt lasted close to the average expected lifespan for all but two occasions", they mean the belt broke twice before that 1 year warranty mark, that they give for all parts. The other times the belt broke were over a year, but no more than 2 years. A drive belt should last much more than a year or two, and in some automobiles, last a lifetime. Over the years this constant drive belt problem has had additional consequences and put undue stress on the other parts that rely on it. The water pump, radiator, and powersteering pump have also needed to be replaced because of the drive belt. Last, and most important the engine has been affected from the drive belt. Overtime, engine overheating from the unreliable drive belt has caused a warped head gasket and coolant leak, which ultimately can damage the entire motor. Copeland Toyota stated they would pay for a new power steering pump piece, supposively a $384.00 value that the belt broke. When the truck was returned to me after repairs, I looked under the hood and the power steering pump that was supposively replaced was old and dirty. Copeland Toyota definitely did not put in a new power steering pump like they said they would. And I don't get it. Why would Copeland Toyota say they would "help me" pay for a part (power steering pump) that the belt broke, but make me responsible for the rest of the fees, incl. the drive belt and the labor. The problem is the drive belt and it damaged other parts in my vehicle. Copeland Toyota knows what has happened with the drive belt multiple times is not right. Like acknowledging there is something wrong with the picture but does not want to take 100% responsibility for it like they should. In addition, this time Copeland Toyota changed the drive belt it was replaced with a Goodyear drive belt not a Toyota drive belt. Isn't there something wrong with that ? There is something wrong and defective with my trucks drive belt system and Toyota should be held liable for it. I paid Copeland Toyota 35,000 dollars for the truck and expect much more. I have had the same drive belt problem time and time again with this vehicle since I purchased it at Copeland Toyota. I expect a safe reliable vehicle that I drive around in with my 3 children. The drive belt has snapped while I have been driving and lucky I haven't gotten in an accident because of it. After all, I'm worried about my safety and the safety of others while driving my vehicle. At this point I have even thought about purchasing another vehicle. I am very disappointed and dissatisfied with everything I have gone through with Toyota.
Regards,
[redacted]
As noted in Ms. [redacted] response, we do not see eye to eye on this situation. We have made multiple efforts to reach Ms. [redacted] and come to a conclusion. As to her question regarding the invoices, we did not write amounts off until we receive payment. Please forward us the amount agreed upon and we will clean up the remaining receivable balance. Thank you,[redacted]
We work with all our customers to get them all available rebates. As with all rebates, there are certain requirements (established by Toyota) to receiving the rebates. One of the restrictions on this rebates has to do with credit score. We submit the rebate request to Toyota...
and they denied it due to one of the requirements. As we do with any rebate that is not granted by Toyota, we call our representatives at Toyota's corporate office. We worked with Toyota to get the failed requirements waived and the [redacted]'s were granted the rebate. I am not sure why this complaint was filed as we were able to remedy the situation.
Thank you for you letter. As discussed with Ms. [redacted], when we contacted the funding source regarding the payoff of her [redacted] it did not include excise tax that Ms. [redacted] had not paid (we contacted for a payoff of the note - a payoff of the note does not include excise...
tax). Upon completing the transaction and paying off the vehicle, we were notified that an additional amount was owed on the vehicle - it was the excise taxes that Ms. [redacted] had not paid. This amount was not included in the payoff as it was not part of the note but additional amounts owed (as with any lease). We paid the amount so that Ms. [redacted] credit would not be dinged and so that we could attain the title. [redacted] called Ms. [redacted] multiple times to discuss this issue and would not get return phone calls. When they finally had a chance to discuss, Ms. [redacted] agreed that the amount owed was excise tax and [redacted] and Ms. [redacted] agreed to split the cost. After [redacted] discussed the agreement with dealership management and called Ms. [redacted] back, she stated (aggressively) that the deal was off and she was not paying anything. The amount owed is excise tax and is the responsibility of Ms. [redacted]. We did her a favor by paying it so that her credit would not be affected. We would like to be paid back for something that was her responsibility. Thank you[redacted]
Our F&I representative, [redacted] has been in the car business for over 30 years. He assured me that he told you that cancellation would reduce the principle balance - as he has told many other individuals in the past. In your statement, you state you want what you agreed to. You agreed to buying the car with the additional products. You later decided (after speaking with your significant other) that you no longer wanted the additional products. We have cancelled additional products. That is all we can do.
This complaint has been resolved to the customers satisfaction.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...
and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. I received the check, this is resolved.
Regards, [redacted]
Revdex.com: This matter has been resolved
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Better...
Business Bureau:
The business reached out to me last night and resolved the issue, so I have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted], we are sorry for the frustration. The full price of your remote starter has been refunded to your auto loan bank. You should see the loan balance (principal) reflect that refund now. Please let us know if we can be of further assistance.
There is a problem with this information. The persons name is [redacted]. This may have been the reason we did not respond. Please note that we reviewed the vehicle with Ms. [redacted] upon delivery. The attached new vehicle delivery checklist attached in which Ms. [redacted]...
reviewed and signed off in which the only items that is noted is touch up paint. Our sales department has meet and discussed all of her concerns with her. Our service department has looked into all of her issues. We have addressed all her concerns. Please contact me with any questions. Thank you,[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. After cancelling the additional products, I was not told that it would come off the principle balance. I was told that my first payment would be roughly $400 since Toyota had already billed the first month, but after the first month, my monthly payments would go down to roughly $360. I also have a witness that [redacted] did in fact say this to me as I signed the cancellation paperwork, and signed the new contract. The first time I have ever heard of it coming off of the principle balance was the day before Thanksgiving , with the completely unprofessional and utterly rude phone call with [redacted]. He hung up on me, only after saying that he has told the same thing to his customers for 30 years. I want what was agrrleed upon. I did not agree upon $400 a month. I said that was my budget was $350 per month, and even that was at the top of my price range.
Regards,
[redacted]
Sorry for the delay. I have been out sick for a few days. Our customer, [redacted] purchased a vehicle from us and upon purchasing the vehicle did purchase a few insurance products. After leaving the dealership, our customer came back and decided she did not want the...
insurance products. At this time we cancelled the products and explained to Ms. [redacted] that the amount the had agreed to pay for the products would be taken off the principal balance of the note. We also explained that her monthly invoice would not decrease but that she would pay off the note a few months earlier than originally contracted for. Please let me know if you would like to see the back for the cancellations. At this point, we have done everything Ms. [redacted] has requested us to do. Thank you and please let me know the next steps. Thank you[redacted] F. [redacted] Jr.
Our General Sales Manager [redacted] talked with the customer about this issue and a resolution has been reached. Both the customer and the dealership are happy with the outcome.
Hello, [redacted]. We are very sorry you are unhappy with your service experience with us. To review, you had the drive belt replaced by us on January 4, 2012 at 53,937 miles, on September 12, 2013 at 77,703 miles, and on January 27, 2014 at 83,459 miles (no charge for this service). On January...
28, 2014 we replaced the belt and tensioner at no charge due to the belt failing from the day prior, and on February 15, 2016 at 119,110 we replaced the belt a last time. The drive belt lasted close to the average expected lifespan for all but two of these occasions. On the occasions where it did not wear as expected, you were not charged and the service was covered under warranty. During the course of this process we also inspected your vehicle multiples times and corrected any issues that may have caused increased wear. In reference to the related damage to your vehicle, we absorbed the cost of the one item that was related to the drive belt failure, your power steering pump. The other related damage issue you inquired about was the coolant leak/headgasket warp. This issue cannot be caused by faulty drive belts and is therefore unrelated to that problem. The reason we did not fix this issue upon inspection is, as you stated, the entire engine would have to be changed out. On a vehicle of this age (12 years / 120,000 miles) issues like this can occur and are very rarely fixed as the cost of replacing the entire engine can easily outweigh the total value of the vehicle. We apologize again that you are unhappy with you experience, but we have inspected your vehicle before and after each service and found no evidence of subpar work. Any issues related to your drive belt have been rectified and you were only charged for issues that fell outside the terms of the vehicle/parts warranty.