Air Capital Disposal, Inc.

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.I DID NOT deny renting the car during a snow storm.  The rental agent said that it looked like somebody scraped the car to get the snow off of it.  THIS is what I denied doing.  I even told the rental agent that the car was garaged at my home during the snow storm!!! Assuming how damage occurred is just as dangerous and unfair to the customer as assuming WHEN the damage occurred.  There was NO INSPECTION BEFORE OR AFTER the vehicle was rented, and certainly not with the customers present.  This vehicle was returned to Kings Toyota damaged before I rented it.  Kings Toyota's own documentation show's no record of inspection in their out/in reports, and the rental manager even admitted that this was a gap in their process.  I was even apologized to about the vehicle's condition upon renting it because it hadn't been "processed in yet."  For the protection of both Kings Toyota as well as their customers, walk around inspections should be made standard before and after with the customer present.  This would have avoided this mess.
Regards,
[redacted]

Mrs, [redacted] brought her 2007 Toyota Camry with 176,524 miles on September 23,2016. She had only been to Kings Toyota Service Department once before. She requested we start an Phase 1 oil consumption test. See attached repair order. That test consist of an oil change and placing a tamper proof sticker on the  oil cap, drain plug and dip stick. And she was to drive her car 1100 -1300 miles to determine any oil consumption. The Camry was towed back in on Sunday Sept 25,2016. On Monday Sept 26th it was determined there was no coolant in the engine. We filled the system and pressure tested the system for leaks. It was determined the head gasket had failed. With 176,524 miles on her Camry her head gasket is not covered under warranty. Her issues were not related to an oil consumption issue that was covered under her recall. Toyota Corp. was contacted and if customer paid for her engine to be disassembled and inspected and there was an issue with oil consumption Toyota would offer assistance. Mrs. [redacted] might want to consult [redacted]. With 175,423 miles on Sept 3rd and 13th,2016 [redacted] replaced her oil pan. And on March 5, 2016 they replaced her water pump. See attachement. If Mrs. [redacted] would like trade in assistance Kings Toyota would do our best to assist her. She should contact [redacted]

Spoke with [redacted] and agreed to put a stop payment on the first refund check mailed 4/6 and issue a replacement on 4/17. Customer is satisfied. Rob S.Kings Toyota

We have been in contact with this customer and have come to an agreeable deal on a different vehicle. The transaction should be completed soon. rob S[redacted]kings Toyota

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.
I have the alignment report from Toyota that proves it was out. The balding was known when I bought the truck and the salesman also knew and told me not to worry and they would fix it if needed. The balding tires are now on the back and I can not rotate my tires and put those on the front. This was a short term fix and does not address the fact that a faulty vehicle was knowingly sold to me. The fact that I am going through this shows how unethical the dealership is. The good news is that I know some very high powered social media people and I will be talking to them next.
Regards,
[redacted]

Before processing the complaint, we need you to provide some additional information.  Please respond to the following points: 1. Provide copy of Extended Warranty.2. Provide copy for Technical Service Bulletin, if you have one.3. Provide a copy of the repair bill for repair work performed as...

described in your Desired Resolution.   I am attaching documents to respond to this query. 1. Note: I never received a print notice of the extended warranty; the letter provided here was found online. I do not know why I did not receive this information from Toyota, although it may have not been sent to my Ohio address after moving from Indiana. 2. The attached document noting the TSB is available online. 3. After towing my car to King's Toyota on 9/25, I requested they evaluate what caused the engine to fail. They are asking me to authorize $1,300 in labor to tear down the engine. I do not believe I should agree to this costs as they did not properly diagnose my car and the engine failed during an oil consumption test that they recommended. I have not paid any additional costs at this time, but I have lost the value of my car (as explained in my complaint) between the date I brought it in for service and they initiated the oil consumption test and the date the engine failed during that testing period. The blue book value on my model of car (2007 Camry) in Fair condition with a working engine but in need of engine repair is listed as $5,000 - $7,000. That would have been the value of my car when I took it in for service on 9/23/16. After the engine failed, the car's value is less than $500 for salvage unless it is repaired. I believe they should take responsibility for repairing the engine or compensate me for the lost value of the car given the fact that they did not properly diagnose the car and the engine subsequently failed while I was driving the car to complete an oil consumption test that they recommended.  This Toyota website also documents the engine problem, the warranty information, and the TSB: http://www.toyoheadquarters.com/threads/excessive-oil-consumption-on-2az-fe-engi...⇄  Thank you, [redacted]

Thanks for the follow up.Kings did not address the fact that their sales rep Bruce Ihle indicated to me that the entire amount was taken care of by their leasing manager.Also, as far as the damage inspection, I was not present for the inspection and essentially lost control of the car between them having the car and the inspection occurring at a later date. So I would question the validity of the damages.So in short, they did address the contract, but when a representative of their company makes a statement that the amount was taken care of and in reality I was not told the truth on that issue, I would think there would be some responsibility taken by the dealership.Also, I left numerous messages for Bruce Ihle with no response, emailed Bruce and his boss and again no response.  For a customer who had used Kings exclusively, I find this a bit disturbing.If the dealership would like to call me they can.[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. The service advisor is baldly lying; I showed him a video of the smoke coming from my tailpipe that was recorded the morning I brought my car in for examination. I did not refuse other diagnostics; I was told this was the only thing to do because of the TSB on my engine. I was not offered any other opportunity to discuss possible problems with my engine. I now realize that I should have insisted he write every word on the request; I trusted in their ethics too much and that was my bad. Their statements about the number of times I brought my car in for service are inaccurate; while I did not bring my car in to their dealership for routine service/repairs, I brought my car to them multiple times for recall repairs, including repairs to the floormat, repairs to the accelerator pedal and the recall on the driver-side window control. This suggests to me that they either do not keep accurate records, or they are intentionally misleading the Revdex.com in discussions of this [redacted]er. Either way, this calls into question the accuracy of their records regarding the current [redacted]er. The issue regarding whether I wanted to pay for the repair of my driver-side window controls is irrelevant to the current discussion.Deciding not to repair the window does not mean I would not be willing to repair my engine; the window is not necessary to maintain the safe operation of the vehicle. I do not accept their response. I am not interested in trading the car in for another car. I believe they have behaved negligently and are avoiding their responsibility for being negligent. I do not wish to trade the car in for another Toyota. As a consumer, I would not do future business with them given their lack of ethical and responsible behavior in this [redacted]
Regards,
[redacted]

Thank for allowing Kings Toyota to address the problem this customer has experienced.After speaking with the general manager, he has agreed that the dealership will pay to have the film removed from the windows as indicated in this letter but not for the retinting of the windows. I have been...

trying to contact the customer  on the phone numbes supplied but there is no answer nor is there any kind of voicemail system I can leave a message on. I will continue to try and contact customer to make the above referenced offer. If you have contact with the customer before me, I will be happy to speak with him if you will give him my name and phone number. Regards,[redacted]Customer Relations ManagerKings Toyota Scion[redacted]

I do understand your frustration with the vehicle breaking down only a few days after your purchase. I can assure you that Kings Toyota does take the safety of all of the vehicles we sell seriously. I do not know how our service department could have predicted a timing chain failure unless the...

car was showing signs or sounds to indicate there was a problem.  Unfortunately there is no warranty on a 10 year old vehicle with over 170K miles. I have attached the agreement signed at the time of purchase indicating the vehicle did not have a warranty. Rob S.General ManagerKings Toyota

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.]
Now this is just getting out of hand.  There was an engine noise and you
ignored that I stated that in my first complaint and in my email to you. 
We were assured that noise was because it was a hybrid engine and they are
louder and make different noises by your sales rep Josh A[redacted].  So you
knew about it!  It was known at the time of purchase and we were lead to
believe it was simply the way the car worked. 
You say you properly inspected the car but we don’t believe it.  You say that is the only indication and I
have told you that was an issue that was going on with the car when it was
sold.  You have chosen to look that over
and ignore what I have said.   
 
There is risk but this
is why we went through a dealership and not a private seller.  The risk should be minimal but we were proven
wrong.  The car should have been inspected
fully prior to us buying it.  We spent a lot
of money on a used car and then not even two months later had to put a lot more
into it.  One would think the dealership
sales men, service men, managers, and even the general manager would show and
provide good customer service.  You are
continuing to do the opposite of that.  Instead
you again are passing blame on others. 
No one has showed an ounce of concern for what we have been
through. 
 
The timeline you speak
of is as follows: 
 
January 19th car
towed to king’s Toyota and determined engine is shot.  Will need to
replace, found engine in Kentucky that will work to put in.  Cost TDB and
coverage of warranty TBD.  We were to decide what to do.  Put motor
in or eat the whole cost of the car
January 22nd spoke
with Norm in the early AM to proceed with motor replacement. 
January 23rd found
root of problem and notified warranty company.  Told they would be out in
2-3 days.  Max Norm has seen is one day and still expected to be done
by Friday.  Even on the bill it says
1-2 days for adjuster to come out.   
January 26th Told
the warranty company just showed up and they were there and will make their
decision hopefully soon, but it was a Friday afternoon. 
I called and
complained to the warranty company that it took them so long and they owned up
to that and they apologized. 
January 29th told
the warranty company gave the go ahead and that they would cover 50%. 
Also was told that they just ordered the motor and it should be here by Wednesday and
the car should be done by the end of the week at the latest. 
February 2nd talked
with Norm because we had not gotten an update.  Car motor didn’t make it
to the dealership until Thursday.  They were working on putting it
together.  He said Monday it should be done! 
February 5th we
were told it was taking a lot longer than they ever anticipated mid-week we
should be done.
February 7th Hybrid
battery not talking with new motor.  Sent to [redacted] dealership to
reset.  While there they found a recall, which when we purchased the
vehicle we were told that it was to late to repair but that’s okay its done and
we appreciate that, even though we know nothing of what recall was
repaired.  Norm still wants to put 40-50
miles on new motor to make sure everything is okay.  Said it would be
done Friday
February 9th we
finally received word that the car was ready. 
I know the repair
timeline without even looking at your attachment I know it because it was a
ridiculous amount of time.  And when talking to Norm, the service guy that
I talked to almost on a daily basis for 3 weeks, the first time I was told it
would be ready by the end of the week!  That’s a big difference of you
having my car for 7 days versus 21.  So I
know the timeline like the back of my hand because I lived through it.  I think if you wanted to truly go over it us
you would have responded to my first email reaching out to you.
Regards,
[redacted]

Hi ,Kings Toyota has called me and they informed they will replace the air bag and will cover under warranty without any charge to me. I am going to with draw my complaint based on this issue.Thank you[redacted]

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]

I am sorry that you feel this way about your recent service. In reviewing the paperwork your car is 19 months old and just shy of 50,000 miles. We do recommend brake fluid service at 50,000 miles to our customers routinely. Although this service is not in the Toyota manual our Toyota Master...

Certified Technicians do recommend it along with many of the other OEM's. The fluid with time takes on moisture and can cause corrosion issues to the cylinder, brake lines and calipers. The work was explained and properly approved at the time of the service at $129.95. Unfortunately I can not replace the new fluid with the old fluid in this case. I would be happy to have my service manager talk to you in more detail about the service and why we recommend it if you would like. Rob S[redacted]General Managerkings Toyota

June 10, 2015
 
Sales Manager Chris O[redacted]
and CRM, Heather C[redacted], have already contacted customer concerning her refund
with the following:
 
A refund check for $1000
has already been issued and is waiting to be picked up by customer. Check is
with the receptionist in...

the used car showroom.
 
In the message left by Ms.
C[redacted], she requested Ms. [redacted] call her direct if customer prefers to have
the check mailed to her. If so, check would be mailed tomorrow, 6/11/2015.
 
Kings Toyota considers
this case closed.
 
 
Regards,
Heather T. C[redacted]
Customer Relations Manager
Kings Toyota Scion
 
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