Ahmad Ahmadian DDS

The customer stated, "After I returned to the dealership and they noticed the mistake they themselves would not run the truck." That is protocol taken for any vehicle that is showing low oil pressure, until the situation has been analyzed As stated previously, there haven't been any malfunctions or operating concerns to speculate the engine has been damaged The amount of miles an engine will last is undetermined with any new or used vehicle Even though the vehicle has showed no signs of damage, Gullo Toyota is willing to disassemble the engine by one of their Toyota Certified Master Technicians to visually inspect the engine along with a Toyota Representative The customer will have hours once the engine is disassembled to analyze the engine if he chooses, after that time Gullo Toyota will have their Toyota Certified Technician reassemble the engine The customer will have hours once the engine has been reassembled to pick up his vehicle This offer is good for to days from date of email to agree and san appointment to perform the disassembling of the engine

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me The Customer Relations Manager was prompt and helpful in resolving this matter, I wish I would have had her contact information sooner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
There are lies in the dealership state which I have documentation to
the truck was not low on oil as they claim, it was out of oil with non replaced after oil changeAfter I returned to the dealership and they noticed the mistake they themselves would not run the truckThe service advisor had several employees come to push the truck into the shop and not run the engineAlso the Service manager apologized for the error and said it should be fine he had never ad this problem before
Secondly they did not offer a 100k warranty they only offered a 60,mile warranty when I had already told them in writing I had the 100k warranty
Third the dealership that found the metal shaving is the truck has not stated there is no problems with the engineIt is in the file that Dan from Gullo called *** at *** *** and *** told him yes there is a problem and this is not normalI have this statement from the Dealership General Manager John *** and it is in my customer file at the dealership
The offer to take the engine apart for inspection is the first time this has been offeredHowever being of mechanic steel background there is no way to know what damage is doneIt would have to be taken out and wither Magnetically partical tested or Liquid penetrate tested to show any possible cracks or other scaring
At the same time the lies they keep stating when I have documented proof I can not trust the competency of the shop any moreThey can not even remember to replace the oil in the vehicle after a oil change, how could I expect them to be able to make a major repair of an engine
If Gullo will provide a comparable truck to drive for a week or however long it takes while I have another dealership completely go through the engine I may accept that
Matt
[Provide details of why you are not satisfied with this resolution.]
Regards,

The CRM contacted the customer on February 19, at 5:pm. The CRM asked the customer if this was a good time to talk. The customer asked the CRM what is this about. The CRM responded it is about the Revdex.com Case that you submitted. The customer said yes. The CRM
explained to the customer the lien holder has not cleared the title to the dealership. The title needs to clear before the check can be issued. The customer stated he was told it would be to days. That is the issue. The CRM went to say something and the customer hung up.
The to business days mentioned is the time frame a customer is told the dealership's bank holds checks. The dealership apologies for the inconvenience this has caused the customer at this timeOnce the lien holder electronically sends the dealership a clear title, a check will be processed and mailed to the customerIf the customer needs further assistance, the customer can call the dealership and ask to speak with the CRM

To whom it may concernWe have spoken to the customer and apologized for the miscommunicationWe have informed the customer all the feedback has been sent to the upper management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
As stated in the previous document Gullo Toyota has lied about the fact of this caseOn the facts they spoke with other dealership stating they retracted the statement of anything being wrong and the offer of a 100k warranty and the fact oil was forgotten to be replaced in the motor after oil change
They did not claim the oil was only low until after the fact of finding metal shaving in the oilIf it would have just been low it would have been stated the day of the incident not after a problem arises
How could they be trusted to tear down a complete engine and to be trusted to the finding of the engine's stabilityThey Have constantly showed misleading statements in this case in writing
I have been advised not to accept any mechanical work from Gullo by my attorney due to the written proof of misleading remarks to date
I will have a certified dealership of my choice to do this work and advise me of findingsI would like to have Gullo provide a comparable vehicle during this time
How ever what happens if damage is found? What will Gullo Toyota do to rectify the situation for ruining a brand new engine?
Regards,

The customer brought his vehicle in for Toyota’s Complimentary 5,mile service on October 15, with 4,miles, a Gullo Toyota’s technician performed the 5k maintenance on the customer's truck…we returned the truck to the customer, when he drove a short distance from the dealership
the oil light came onThe customer returned immediately to the dealership. The motor was showing low on oil (not out of oil) when inspected by our technician We filled the engine with oil and the customer proceeded on his way…
The customer had a second oil change performed at another dealership on November 29, with 10,miles. The other dealership didn’t see any indications of damage to the engine. This information was confirmed by the Service Director at the other dealershipThe other dealership stated on the repair order there were metal shavings found in the oil filter. The Service Director confirmed with Toyota this is not unusual for a new engine. The vehicle has been driven 5,plus miles since the initial oil change
The customer has spoken with the Customer Relations Manager, Service Director and Owner of the dealership trying to get this matter resolvedEveryone the customer has been working with at the dealership has apologized for any inconvenience this matter has caused and offered to extend his engine warranty to 100K…not aware that he already had this protection…
We have been in contact with Toyota in regards to this issue and we both agree that any severe or permanent damage would have surfaced by nowWe have conveyed that to the customer along with the fact that he has 100k protection on his engine The anticipation of knowing how long an engine will last is unknown and no one can predict or assume this vehicle will not be able to achieve 200k+ miles
In the case of oil deprivation the area that would be first damaged would be the cam shaft… To put the customer’s mind at ease, the dealership is willing to remove a valve cover and remove several cam caps for inspection with the customer present to show that no damage occurred to the engine of his vehicle…

The CRM spoke with the customer.   After speaking with the customer, the CRM went to the Finance Director.  The Finance Director spoke with the customer.  The Finance Director asked the customer to send documentation the vehicle was sold and to apologize to the...

customer for this matter not being handled the way it should have been.  The customer sent the information.  The CRM sent a cancellation form via email to the customer.  The customer e-mailed it back to the CRM.  The CRM brought the cancellation form to the accounting office today.  The CRM apologized to the customer for the inconvenience this matter has caused.  The CRM has requested to have the accounting office notify the CRM when the check has been processed and is ready to be mailed to the customer.  The CRM will notify the customer once the information is received.  The CRM asked the customer if it would okay to close this case.  The customer agreed.

The customer stated, "After I returned to the dealership and they noticed the mistake they themselves would not run the truck." That is protocol taken for any vehicle that is showing low oil pressure, until the situation has been analyzed.  As stated previously, there haven't been any malfunctions or operating concerns to speculate the engine has been damaged.  The amount of miles an engine will last is undetermined with any new or used vehicle.  Even though the vehicle has showed no signs of damage, Gullo Toyota is willing to disassemble the engine by one of their Toyota Certified Master Technicians to visually inspect the engine along with a Toyota Representative.  The customer will have 24 hours once the engine is disassembled to analyze the engine if he chooses, after that time Gullo Toyota will have their Toyota Certified Technician reassemble the engine.  The customer will have 24 hours once the engine has been reassembled to pick up his vehicle.  This offer is good for 7 to 10 days from date of email to agree and set-up an appointment to perform the disassembling of the engine.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The Customer Relations Manager was prompt and helpful in resolving this matter, I wish I would have had her contact information sooner.