Air Capital Disposal, Inc.

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,
*** ***

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I understand that you can't predict what might happen.  However, the vehicle burned through 5 quarts of oil in less than 3,000 miles.  There were 2 quarts in the engine when it got to Toyota because we had put 2 quarts into it the night before.  No engine in good condition (which they told us it was and continue to stand behind that it was) would ever burn close to that amount.  The engine was shot from the moment we bought it when we were told it was in great condition.  And they aren't going to accept that they could of missed this or had a hint that something was wrong.  The service department even told me this is something they have never seen before and all told us to talk to someone above them because this isn't right.  Now we are and no one will listen or even try and take care of us as customers.  Mr. S[redacted] is going to put blame on the Warranty company and I already talked with them and they explained to me the process.  His service department took their time throughout the 3 weeks to get things done.  It took more than 2 days to take the engine apart.  It took more than 3 days to get an engine when they had found it an new they would need it the week prior.  Then it took 2 days to put it all together.  Another day to drive it and then it was towed to another dealer to have the hybrid battery talk to the new engine.  Another day to fix a recall.  Then it was finally ready for us to pick up.  So don't just blame it on the warranty company his service department didn't handle things in the right way and my car should of been done at the most a week and a half.  Not 3 weeks!  The additional coverage he speaks of may of been offered but neither my husband nor I remember that.  In his response he chose to put blame on others instead of accepting even the slightest bit of responsibility.  He also didn't even try to show any sign of consideration for the situation we experienced with his dealership.  I also find it ironic that it took the Revdex.com contacting him for him to respond to me after I sent an email to him last Thursday.  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.What happened to my car prior to bringing it to King's Toyota is not relevant to my current complaint. When I brought my car to King's for service, I explained the symptoms and that I was aware of the TSB but I also expressed my concern that there was considerable smoke coming from my engine and that I was worried the car could not be driven for a length of time. I asked them to evaluate the engine and let me know if there were other issues. The person at the desk (whom I assumed had knowledge) informed me that the only thing to do was an oil consumption test; the only reason I signed off on that recommendation when I left the car is that I assumed the person who made the recommendation was knowledgeable and had the expertise AND that the mechanic who serviced the car would look it over and make sure it was safe to drive before putting me back behind the wheel. I relied on the expertise of their mechanics to evaluate and diagnose my car and provide me with an understanding of what might be going on before I took possession of the car and drove it again. They now say they believe there was a problem with a water pump; if the pump was failing, they should have been able to diagnose that when I left the car with them the first time. Although I brought the car to King's with the knowledge that there was a TSB for my engine related to oil consumption, I relied on their expertise to evaluate whether that was the most likely cause of the problems I was observing with my engine. I expressed clearly my concern that my engine was burning something out of the tailpipe and I believed it to be oil, but that I was asking them to look the car over and make a diagnosis. Instead, they assumed it was the oil consumption and told me that the only thing to do was an oil consumption test. One of two things happened here: 1) they were correct and the source of the failure was related to the TSB engine problem (that should be covered under warranty), or 2) they were incorrect in assuming the problem was related to that TSB issue and because they failed in their obligation to perform any diagnostic checks of other systems of my engine, they recommended I continue driving the car and the problem they failed to diagnose (or even consider diagnosing) resulted in the failure of my engine. Either way, they have the responsibility to make the value of my car "whole" here - either by repairing the engine or compensating me for a portion of the lost value (in cash) for the car. Given their poor customer service and the fact that they put my own safety and that of my family at risk through their negligence by not pursuing appropriate diagnostic work has burned me on ever owning a Toyota again. I do not seek trade-in value, I am seeking for my car to be restored to the condition it was in when I brought it to them, at which time it was running and may have needed service, but was functioning. Their negligence resulted in the loss of any value on the car and I expect them to address this. I am not asking them to restore full blue book value (which would be $5-7k) but instead to meet me in the middle and pay me $2,500 or repair the engine.
Regards,
[redacted]

I understand your expectations on the purchase of 2 vehicles was very high, and I totally understand that. I can assure you that we work on clear communication with our customers all the time. It is one of the most important parts of our sales and service process. I an very disappointed...

that there was a misunderstanding when the purchased was made but also several months later. Toyota does have a very strict certification process that is adhered to. The fact that the tread debth is the requirement is correct and the certified warranty does not cover adjustments or wear and tear items like tires.Unfortunately I can not put new tires on a vehicle that was not on the original signed agreement. It appears that the manager did work with you and actually agreed to your negotiated request of a tire rotation and alignment at no cost purely as a customer satisfaction decision. Even on a bran New Toyota adjustments like am alignment and tire rotation would not be covered after the car was driven 13,000 miles from date of purchase.When the time comes to rotate and replace the 2 tires, Kings Toyota will agree to replace the tires at a discounted amount equal to used car department cost...which is discounted from a normal retail rate.Hopefully this helps in your overall satisfaction on your two car purchase from kings Toyota! Rob S[redacted]General ManagerKings Toyota

Kings Toyota and the customer have worked a resolution to the complaint. The customer traded in the 2004 Chrysler Pacifica on June 17,2015. They purchased a 2006 Honda Pilot from Kings Toyota. Everyone is satisfied with the outcome.

CRM, Heather [redacted],  spoke with customer yesterday 6.1.2016. Told customer to expect a call back sometime today after she has had time  to review with service director the actual repairs needed and then with the finance manager to find out...

what her warranty actually covers, and if it would cover this. The warranty company will probably need to come out to review and evaluate the repair. They, not Kings Toyota, decides if a repair is covered under warranty.

[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 [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.   I did receive a call and spoke with a man who identified himself as the General Manager of King's Toyota.  During the conversation the man did extend cancelling payment on a refund check he said was mailed and would again issue a check if the check was not received in the next couple of business days.  I honestly do not recall the man explaining a 10 day hold policy of checks to assure the checks are cleared.  Joda Green, the salesman stated my check would be returned to me and the check was to simply hold the vehicle until a decision was made.  The final decision to purchase the vehicle was subject to my boyfriend's approval.As of the last mail delivery date no check has been received from King's Toyota.  I believe King's Toyota should issue a refund check, mail it with tracking with proof that the check has been mailed with the amount including prevailing interests rates.  King's Toyota has deprived me of my hard earned money.I have no faith in King's Toyota to do the right thing based on my experience with them.  This is why I reached out to the Revdex.com.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The customer has agreed to a $230 refund from Kings Toyota. The refund was credited on their AMX card on July 1,2016. We appreciate their business.

[redacted], sales associate, and I discussed yesterday and reached out to customer via email, text and left a vm message concerning these issues. Customer responded to [redacted] late evening that she had received paperwork and all concerns as stated had been resolved. Response was done via text messaging...

which [redacted] shared with me this morning, allowing me to close out this case. If there is anything else that should be addressed for this customer, please let me know.Regards,[redacted]Customer Relations ManagerKings Toyota Scion

The Service Adviser states that the customer did not mention anything about the engine other than the oil consumption test. The customer's repair order confirms what the service adviser is stating. Her second complaint when she dropped the vehicle off was about the drives rear window. She refused to pay diagnostic fees for this issue and stated we fixed the window three years ago on a recall therefore it was our problem. The service adviser stated that she wasn't willing to spend any money what so ever and that if she stated that the tail pipe was smoking or had other issues he would of definitely ask for diagnostic time to check over the vehicle other than the oil consumption test. To review the only other time the customer was at Kings Toyota was in August 2014 for a window recall. This customer is not entitled to any compensation. We ask that her Camry be removed from Kings Toyota property or we will need to start collecting storage fees. The Service Manager has spend many hours trying to assist this customer.Kings Toyota would be willing to assist the customer with a more that fair trade in of her vehicle or repair her vehicle at her expense.

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.You obviously will not do the right ethical thing and replace the tires. Steve was fully aware of the uneven wear on the tires and told me you would fix it if it got worst. Obviously your word means nothing and hence the term "used car salesman". This is exactly where this comes from. There is also no way to get that much wear in such a short period of time, proving that Toyota Kings was aware of it and neglected to fix it because it is not on the "certified" checklist.  I am glad that you acknowledge the alignment was out, but you would have to because I have the paperwork to prove it. 
Regards,
[redacted]

Let me know if there is anything else I can do...

Customer relations manager, [redacted], has reached out to customer with both an apology and confirmation that Kings Toyota would be refunding  the $78.29 Mr. [redacted] spent to  have his vehicle realigned at a different service location. Mr. [redacted] graciously accepted both the apology...

and the offer of the refund. CRM told customer he should expect a check sometime within the next 5 to 7 working days. Should he not receive it within that timeframe, he is to call Ms. Chattos direct.Regards,[redacted]Customer Relations ManagerKings Toyota Scion

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]

The records do indicate that at 39,677 miles, 13,325 miles and 5 months after purchase, the vehicle did need a front end alignment. The truck was not in for service prior to the alignment. Kings Toyota can not take responsibility for tires that are worn due to an alignment problem that could have occurred at any time between the purchase and the complaint date. I have attached a copy of the contract and ther is no mention of an alignment or tire proble. In fact it appears that Mr [redacted] looked over the truck pretty well asking for various items to be taken care of. Rob S[redacted]Kings Toyota

I am sorry to hear that the Rav 4 you purchased a year ago had a transmission problem. We do our best in checking the cars out before we sell them but that is no guarantee that there will be no problems down the road. The Toyota Technicians follow a repair diagram whenever a vehicle is...

malfunctioning. It is very possible the ECM was bad along with the transmission. To properly repair, the diagram states to replace the ECM first. Kings Toyota has been paid and if you put the payment on a credit card you will need to pay them payments. I do not see a responsibility to pay your payments or the repair bill that you authorized. Rob S[redacted]General managerKings Toyota

We are very sorry that the response was not satisfactory to Mr. [redacted]. My first response was based on information from the [redacted] adjuster.  There is not evidence that the damage was done prior to Mr. [redacted] renting the vehicle. This is an unfortunate situation but this is why both parties have insurance. It's up to the insurance companies to determine who is at fault. The insurance companies are working that out at this time.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The issue is not that the ECM may have been an issue at the time of purchase. Several months after purchase the car began to have issues shifting, I brought it in to be diagnosed, and the auto department at Kings Toyota said at that time there were "110%" sure it was the ECM. It was not properly diagnosed, that is the issue. Had my car been properly diagnosed and the correct part placed in the car I would still have the car to this day. Kings Toyota is responsible for this misdiagnosis. 
Regards,
[redacted]