Auto Lane, Inc.

This is in response to the above complaint filed by *** ***I am including a letter which was sent to the Attorney General's office, attention Sally ***, regarding this frivolous claimThe contract which Mr*** signed and initiated was explained to him at the time he took delivery of the
vehicle.All of the paper work which he signed and has copies of, are self explanatory and have been explained to him several times.Again, this claim has no merit and does not deserve additional time.Thank you,Bill Bart, Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Toyota has issued a warranty enhancement on the vehicle and yes her vehicle has failed the test. Therefore Toyota is going to repair the vehicle. This is NOT a recall but rather an enhancement to the warrantyTo clarify, we do not have the parts to do the repair. The
parts are distributed by Toyota specifically for the vehicles and are currently on National back orderToyota is working with their vendors to get us parts for this repair but we have not received hers as of yet. We apologize for any information that was given that turned out to be inaccurate as we can only relay what is given to us by Toyota.Toyota Corporate and us the dealer have spoken to the customer and relayed the latest information available. As a dealership, Toyota San Diego, does not have control of the parts distribution or the rules that apply to customers that have this concern. Toyota is not allowing for rental vehicles for customers experiencing this situation. We do not make rules nor can we changed them. After speaking with the customer and explaining the most current information, I contacted our representative for Toyota to make sure that there was not any new information regarding timing and rental car status. Unfortunately there is not and the information given to the customer is the most up to date information available.The customer contacted Toyota again after our conversation and was given the same information by a representative and the center supervisor.At Toyota San Diego we strive for customer satisfaction but we apologize that we can't provide the customer the information or outcome she is seeking

Spoke with the customer and he is scheduled to come in on Saturday 10/28/to explore possibilities in trading in vehicle. There re are no major issues with the vehicle at the moment

Once again Toyota San Diego has reviewed the entire situation and based on all the facts reiterate it's initial response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action or lack of action would not resolve my complaint Toyota of USA advised me to speak to the management of the dealership because they have the most recent information through their Regional Parts RepresentativeI believe after months of being misled and with the parts still on backorder, the absolute minimum the dealership should do is obtain a manufacturing and distribution schedule for the parts required to fix my vehicle as well as othersThis information must be available somewhere within the Toyota Corporation and the dealership, along with their regional parts rep, should be able to obtain it with enough effortI have requested the name of the Regional Parts Rep from both Toyota of San Diego and Toyota of USA, in hopes of trying to obtain an ETA, but was denied that information

For Customer Satisfaction reasons Toyota San Diego has refunded the customer's money and replaced the wheel with a new one as requested by the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action or lack of action would not resolve my complaint. What good is a Warranty Enhancement if 6 months after failing their test, Toyota still has the parts on backorder and cannot give me any date to repair my vehicle? I believe at the minimum, that someone within the vast Toyota Corporation should be able to provide a solid manufacturing and delivery date for the parts required to fix my vehicle and other SCION TC's to dealership management who can they give this information to their customers.
[redacted]

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.  After speaking w the GM [redacted] I decided to accept his offer of not only refunding me the total amount paid by check via US Mail for the amount of $307, for the key fob and laser cut key, but as a courtesy he decided to also mail me the laser cut key.Regards,[redacted]

We have reviewed the customer’s complaint and feel that we have handled the situation correctly.  After interviewing all employees involved, reviewing pictures of the vehicle and reviewing videotape of the visits we ask that the customer ceases to visit our business.  The alleged damage...

to her vehicle happened over long periods of time and could not have been a result of a car wash that was never performed by Toyota San Diego.  Her actions against our employees, our customers, and the dealership is unacceptable on many levels and can’t be tolerated.  It is unfortunate that this situation could not be remedied because there always seems to be a way to come to a satisfactory outcome by all.  However this particular situation and customer conduct was unlike any we have ever experienced at Toyota San Diego.

The customer is correct in most of the facts provided.  Unfortunately 1 of the parts was on back order with Toyota and we received it on August 10th.  Since then we have tried contact the customer numerous times and left 4 seperate voicemails but have not received a call back.  The...

Parts Manager has offered the customer his personal cell pohone number so that he could assist and deliver on his commitment to help.  We still have the part that was cut specifically for his vehicle and not returnable to Toyota since it would be unusable on any other car.Please have the customner contact [redacted], Parts Manager, and we would be happy to follow through on all commitments made.  We apoligize for any inconvenience that this has caused.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. its unacceptable that Toyota is not resolving this known issue and blaming it on the hubcaps. why sell a new car that they know will have this known issue. I want to return the car and get a different car and want all the money I put in on this car that is making ticking noises. 
Regards,
[redacted]

The Collision Center did speak with customer when made aware of the situation.  We did offer to have the customer come in to check the vehicle but she chose to go to another dealership.  The other dealership repeated a repair that was done 9 months prior before the vehicle left our...

dealership.  We are unsure of the cause of the recalibration but for customer satisfaction reasons are refunding the customer the fee she is requesting for customer satisfaction reasons.We apologize for any inconvenience that this may have caused.

First and foremost I would like to apologize for any inconvenience the dealership has caused.  It is our goal to provide an excellent experience for all our customers. As for the coolant cap and the loose hubcap, this was human error and we have coached and counseled our employee who...

conducted the work on your vehicle. At Toyota San Diego we pride ourselves in taking care of the customer as is evident by the number of people involved in trying to make the customer happy.  We have even purchased, at our expense, new hubcaps for the customer in hope that they would not make as much noise as the originals.  Unfortunately we do not make the rules as to what is a warrantable issue at the dealership level.  Therefore we have contacted Toyota on this issue and both the dealership and Toyota have relayed the information to the customer that this is a normal operating characteristic.   I am sorry that you feel that the information that you are receiving is unacceptable but we have tried everything we are aware of to minimize noise.  As for this being a known issue, it is not only Toyota hubcaps that make noise from time to time, it is all vehicles that have hubcaps.  Since this is not a warrantable situation and the dealership can't change that decision, and again for customer satisfaction reasons, Toyota San Diego would be happy to sell to the customer a set of alloy wheels at our cost if that is what the customer wants.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

We truly apologize for not being able to provide the customer with the information she is seeking.  The customer has opened cases with Toyota Motor Sales and has been told that the information she wants is unavailable.  We have also tried to get that information but have been unable to get a specific timeframe.As Toyota San Diego, a dealership, we commit to getting the information to the customer immediately once we receive any updates on her vehicle.Again we apologize for the frustration but this is a Toyota Motor Sales national issue.

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.  I will...

wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have called the customer and left a direct number for myself to discuss the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The claim that the damage done to my vehicle could only happen over a long period of time is false. The service writer for Toyota of San Diego called to inform me that my car was ready to be picked up and that he had power washed the inside engine compartment and that he went ahead and power washed the outside of my vehicle because it was dirty. Holding a power washer too close to a paint job will burn off the clear coat. Which was the result of him using a power washer intended for engine compartments on the hood. Prior to my visit the hood of my car had no damage. I bought the car from them, certified new, and have been a loyal customer for years. He apologized for the damaged when I brought it to the managers attention. After taking my car to try to buff out the damage they denied there ever being damage after seeing that the buff job did inot get rid of the damage. When I naturally got upset and was expressing my concerns he stopped me and asked if I was really upset about the damage or was it just me being an emotional women because of personal reasons. I have evidence that the damage was not there before taking it in. I can also provide expert testimony that the damage done is quite possible due to the improper use of a power washer. All I was asking for was the damage that they did to my car be repaired. ]
Regards,
[redacted]