The following letter is in response to the Revdex.com complaint
#***, filed by *** ***, in regard to his Toyota Corolla
serviced at Big Two Toyota of Chandler.
The vehicle in question, VIN # *** was originally received
in for an airbag recall on January 1, 2017,
and at that time no parts were available
for the recall to be completed As a
guest relations offer, Toyota Motors offered the option of leaving the vehicle
in the service department and providing Mr*** a complimentary rental
vehicle until such time as the parts were available to complete the
recall. Mr*** took this option
and was subsequently given a complimentary vehicle to drive. Unfortunately, the parts for the recall in question did not
arrive for quite some time and Mr***’s vehicle could not be properly
repaired per Toyota standards until September 5th, 2017. During this time Mr***’s vehicle was
stored in a secured lot on site at Big Two while he drove the complimentary
loaner vehicle supplied by Toyota Motors.
Upon receiving his repaired vehicle, Mr*** was concerned about
paint discoloration on certain panels on his vehicle. Jason B***, the Service Director, forwarded
these concerns to Toyota’s District Service and Parts Manager for review. Upon that review it was discovered that the
paint on these panels was not Toyota original paint. At some point, the vehicle has been repainted
and the panels in question were not painted by Toyota as original but rather
had been repaired/repainted at a later date.
Due to this, Toyota Motors will not cover the paint concerns as they are
not a warrantable concern.While we certainly understand Mr***’s concerns about
the paint on his vehicle, we cannot offer assistance or coverage on paint
concerns that did not originate from a factory paint application. Big Two kept Mr***’s vehicle in a
secure lot during its time here but cannot store vehicles inside over an
extended period. Mr***, could
not have expected that Big Two would be storing his vehicle inside when he
availed himself of the option to drive a complimentary loaner vehicle while
awaiting parts on his vehicle and Big Two did perform the previous paint work
that apparently has some issues at this time.
We can absolutely understand his frustration regarding the paint
concerns, however, Big Two is in no way responsible for them and at this time
will not be able to assist with any paint work on the vehicle.Thank you for the opportunity to respond to Mr***’s
complaint, we understand that there are always two sides to any concern and
appreciate the opportunity to express ours.
Feel free to contact us with any further questions regarding this
complaint.Sincerely,Wally H***General ManagerBig Two Toyota of Chandler
We were out there approxweeks ago and finished up the last of the work that couldn't be completed last fall due to weather. She is satisfied with what was done
This letter is in response to the above referenced Complaint
ID, and more specifically to the response from Mr***. While we appreciate Mr***’s point of
view, Big Two would like to clarify a few points as to why we respectfully
disagree with his position. First and
foremost, Mr*** states that Big Two took months to repair the airbags
on his vehicle per the specifications of Toyota. To be clear, Big Two repaired the vehicle as
soon as Toyota released work instructions and parts to complete the recall
work. Big Two has zero control over the
speed of recall parts availability and has no advantage to having a guest
vehicle waiting on repairs. We always
make the best effort to complete work in the shortest time we can for our
guests. In this case, any delays had to
do with parts availability that Big Two has no control over.Secondly, Mr*** did not have to leave his vehicle at
Big Two for the time period when parts were unavailable nationally. Toyota offered the option of leaving the
vehicle at the guests dealer of choice and receiving a no-cost loaner vehicle
at the guests request. At the time that
Mr*** took advantage of Toyota’s offer, there was no timetable for the
availability of parts and Big Two made no claims as to when the vehicle would
be able to have the recall operation performed. Thirdly, Big Two made no claim or commitment to have Mr
***’s vehicle stored indoors during this period. Big Two, and the vast majority of repair
facilities, do not have the ability to “garage” vehicles while awaiting parts
for repairs. It is impractical and
unrealistic to store vehicles within the garage during working hours. Mr*** could not have reasonably
assumed that his vehicle was going to be stored indoors and Big Two made no
representation as such. Big Two cannot
be responsible for paint concerns caused by simply storing the vehicle for Mr
***. Big Two took all reasonable
care of the vehicle, keeping it in a secure and locked lot with security on
site. Lastly, in regards to the paint concerns in question, Mr
***’s vehicle was repainted at some point in its history. The only panels that Mr*** has
concerns about are panels that were repainted and are not factory painted
panels. Mr***’s best course of
action would be to return to the shop that painted these panels and request
them to be repaired at that shop. Since
the factory painted panels do not have these concerns, it is reasonable to
assume that the issue has more to do with the previous paint work than the
storage of the vehicle. This is also the
reason that Toyota Motors refused to consider warranty coverage for the paint concerns
as wellWhile we regret to have come to a different point of view
than Mr***, we hope that you can understand why at this point Big Two
is not willing to extend any further assistance on this matter. We appreciate the opportunity to express our
point of view and thank you for your time.Sincerely,Wally H***General ManagerBig Two Toyota of Chandler
Complaint: ***
I am rejecting this response because:Autumn Gold was out March 30th to clean up the drain/garden area
I sent an e-mail to *** *** on March 31st saying the job looked good HOWEVER one of my landscape lights (in the area of where work was done- this is the second time this has happened during the "fix") was no longer working In the same e-mail I asked for the bill amount I received NO response to this email but did receive a bill in the mail on May 6th I again sent an e-mail to *** *** (this time copied to *** ***, Revdex.com) saying that I would be happy to pay the bill as soon as my landscape light was fixed Today, May 9th, I received a phone message from *** *** in regard to setting up a time for him to come out for the light Once the light is fixed, I will be finished with Autumn Gold
Sincerely,
*** ***
I believe there is always different way to view this problemIn my point of view, I believe I have been wronged because:-It took months for Big Two Toyota to repair the airbag, and this is the reason the paint problem even happened. I have the car for more than years and in that time span, I did not have any paint issue.-Regardless how they take care of the vehicle, any customer would expect his car would be same condition (or better) as when they bring it in.Please provide Revdex.com's point of view on this matter. Sincerely,*** ***
This letter is a response to the complaint filed by Mr. [redacted] via the Revdex.com and received by Big Two on November 16th, 2015. The complaint number in question is ID# [redacted]. Mr. [redacted] has on multiple occasions brought his vehicle into Big Two Toyota for service work, the specific...
repairs in question are from repair orders dated 6/20/2015 and 6/25/2015. Mr. [redacted] is seeking refunds for work done on both repair orders and has previously spoken with our Assistant [redacted] Manager, [redacted] in regards to his concerns. Mr. [redacted] brought his 2006 Sienna in for service on 6/20/2015 with a concern that his air-conditioning system was intermittently failing and to have his 5,000 mile service performed. As part of that service Big Two completes a complimentary inspection on the vehicle to make sure the vehicle is operating as designed and that any wear related issues can be addressed before they cause larger issues. During this inspection the technician found a number of issues, this included torn lower control arms, upper and lower radiator hoses in need of repair, passenger side CV boot leaks, and transmission flush and reseal. These were not unexpected based on a 9 year old, 150,000 mile vehicle. Mr. [redacted] authorized the above repairs and they were completed by Big Two. After taking delivery of the vehicle, Mr. [redacted] returned on 6/25/2015 with an overheating concern. Based on previously working on the vehicle and Mr. [redacted]’s previous business, our Service Director, [redacted], authorized a $500 discount on repairing a split in Mr. [redacted]’s radiator. The split in the radiator was in no way caused by Big Two and would have to be addressed before any further diagnosis on the overheating concern could be addressed. Upon replacement of the radiator our technician drove the vehicle to check for further overheating concerns and found no further issues at that time. Mr. [redacted] picked up his vehicle and to our knowledge at the time there were no further issues. After taking delivery, Mr. [redacted] apparently had another overheating issue and decided to take his vehicle to [redacted]. [redacted] diagnosed the concern as having to do with a failed water pump and thermostat. After paying his bill with [redacted], Mr. [redacted] contacted his credit card company and requested that amount be reduced from his Big Two service bills. When the credit card company contacted Big Two, [redacted] agreed to accept the charge-back as a goodwill to the guest and on the chance that our technician did not spot a failure in the water pump. Months later Mr. [redacted] came into the store and spoke with [redacted], explaining that the vehicle was still overheating and that [redacted]’s repairs had not fixed the problem. At that time he asked for Big Two to fix the vehicle at no charge to him. At that point, Mr. [redacted] was told that we could not give him a promise of no costs to fix the vehicle since we had not seen the vehicle to diagnose what was causing the problem. We also pointed out to Mr. [redacted] that we had reduced one bill by $500 and then credited him $946.00 for his repairs at [redacted] that did not fix the issue. Mr. [redacted] explained at that time to Mr. [redacted] that the vehicle needed to be diagnosed to even discuss any assistance. On October 7th, 2015, Mr. [redacted] sent a letter to Big Two offering 2 options he found acceptable or he would pursue litigation. “I see three possible outcomes for this to be made satisfactory. 1. One would be taking the van back and completing whatever repairs are necessary to make it a functional vehicle again, at no extra charge to us. (We had owned this van for nine years, and it never overheated until that fateful day, June 20th, when I took it in.) 2. Completely refunding the money we paid you for the repairs the two times it was in your shop. (That still gives us a non-working vehicle, but I’m willing to deal with that.) 3. This last outcome, is one that I don’t want to embark on, but am considering, since I’ve put around $3600 into a car that still isn’t running. I’m speaking of litigation against Big Two, to try to recoup the money spent on a bad repair. I have already spoken to an [redacted] regarding this matter” Below is a copy of the response to that demand… Mr. [redacted], I received your email in regards to the 2006 Sienna you currently own and that was in our service center recently. As we discussed on your visit prior to the email, we did not dispute the bill from [redacted], not because we felt that we had repaired the vehicle incorrectly but rather that there was additional work required to handle the issue. As I said at the time, we wanted to give you, our guest the benefit of the doubt if there was something that one of our technicians could possibly have missed. Obviously, after the additional work was done at [redacted], the problem was still not corrected and apparently did not have to do with the parts that they stated needed to be replaced. While I understand that having the car inoperable has been a difficult situation for you, I also don’t know at this time what the issues with the vehicle are and therefore cannot tell you that we will do work on the vehicle at no charge when the problem has not been diagnosed. A 9 year old vehicle with over 100,000 miles can have multiple issues and repairing one item does not mean that another part or system will not fail as well. At this point no one knows what is causing the overheating concern and will not know until the problem is diagnosed. In the meantime, let me address each of your three options individually. 1. As I stated above, at this time no one knows why the vehicle is overheating. Our original diagnosis of the issue did not fix the issue and it appears that [redacted] had the same issue when you took the vehicle to them. The only cooling system repair we have done was to the radiator that was split at the seam and which would have to have been repaired. While we certainly want all vehicles repaired right the first time, we do realize that there are times when something may be missed and need to be looked at again. The technician did test drive the vehicle and at that time the vehicle did not overheat on the test drive. Without diagnosing the source of the issue we cannot even begin to authorize work on the vehicle at any price let alone with no charge attached. 2. Refunding your prior service tickets does not fix your current problem and quite frankly does not make sense given what those tickets were for. The initial ticket had nothing to do with an over-heating issue and was authorized by you based on work the vehicle needed at that time. The oil change, lower control arms, CV boots, transmission flush and reseal, would not have anything to do with an overheating concern. The radiator hoses being replaced likewise, would not cause a vehicle to overheat, and based on the second opinion you received at [redacted], were not the cause of the problem. The only work performed after your vehicle overheated was to replace the radiator that had split at the seam. Without question this repair would have to have been done to allow any opportunity to fix an overheating concern and was done with a $550 discount as a goodwill effort since you had just had the car in for service. In addition to absorbing the cost of your [redacted] bill, I cannot see the reason to refund you for work that was authorized and in all but one case had nothing to do with your cooling system so that will not be an option at this time. 3. Your last option involved seeking payment through litigation. While it is certainly within your rights to pursue any option you feel works best for you, the facts of the above mentioned repairs does not warrant refunding money on repairs that could not have caused an overheating issue and given the goodwill discount and the absorption of your [redacted] bill I don’t believe that it is warranted. If you would like to pursue litigation please forward all future correspondence to our [redacted] of record. Mr. [redacted], I know that it is has not been an easy few months for you in regards to the Sienna and the family concerns you have been dealing with. I hope that you understand that with a 9 year old vehicle with over 100,000 miles mechanical breakdowns can and often do occur. However, the work done on your vehicle was not the cause of these concerns and to expect reimbursement for them does not in our opinion make sense at this point. I unfortunately cannot agree to either of your first two options, if you would like to have the vehicle inspected and a diagnosis performed as to what the root cause of the overheating concern is we can work on that but with the understanding that any work would have to be paid for at standard shop rates. Sincerely, [redacted] Assistant [redacted] Manager Big Two Toyota Scion of Chandler As you can see we have already discussed the situation multiple times with Mr. [redacted] and while we certainly do not want to have an upset guest, we simply do not agree that Mr. [redacted] is entitled to a refund on work that has no correlation to the overheating issue he is experiencing. Big Two has already worked on Mr. [redacted]’s vehicle at reduced cost and reimbursed Mr. [redacted] for work done by another shop even though that work did not fix the condition. As stated above, at 9 years and 150,000 miles we cannot predict what components may fail and certainly have gone above and beyond to try to make the situation right. We appreciate the opportunity to express our side of this situation and thank you for your time. [redacted] Manager Big Two Toyota Scion of Chandler
This letter is in response to the complaint listed above, filed by [redacted]. Big Two has researched the transaction in question and reached out to [redacted] to have the GAP policy cancelled. On 8/30/2017 and again on 9/2/2017 Brain M[redacted], Finance Director for Big Two talked with...
[redacted] and explained cancellation process as well as sent cancellation form to be signed by [redacted]. Big Two sincerely apologizes for any difficulty in contacting the dealer to remove GAP policy and will be more than happy to accommodate the guests desire to cancel the policy as soon as the cancellation form has been received. While we certainly believe in the value of the GAP policy that we offer, our first concern is to make sure our guests are happy with their experience and in this case we fell short initially on that goal. We will however, do our best to complete [redacted] request and work towards making future interactions easier. Thank you, Wally H[redacted] General Manager Big Two Toyota of Chandler
This memo will reference the complaint by [redacted] and his concern about warranty coverage of the door window runs on his Toyota Prius C.In reviewing the letter from Mr. [redacted], we found some misinformation as to the work done on the vehicle as well as where current repair work stands on the...
vehicle. The vehicle in question did in fact have an issue with the fit of the door window runs and these were replaced under warranty at Big Two per the manufacturer warranty. At the time of the repair the current Field Technical Specialist with Toyota was involved.Mr. [redacted], now feels that the window runs are still incorrect and are in need of further replacement. [redacted] the Service Director has spoken with Mr. [redacted] and has expressed that at this point the vehicle will need to be inspected by the Field Technical Specialist to determine the next step to address Mr. [redacted]’ concern. Mr. [redacted] was under the impression that on his last visit this had occurred, when in fact it did not. Mr. [redacted] took pictures of the concern and forwarded them to Toyota and asked for Mr. [redacted] to be scheduled on his next visit for review of current concern. After receipt of this complaint, we did contact Mr. [redacted] and explained the situation and the next course of action. During this discussion Mr. [redacted] agreed to have the vehicle inspected by the Toyota Field Technical Specialist on his next visit for further warranty consideration. This inspection will be scheduled for the next FTS visit and Mr. [redacted] is aware of the timeframe for that visit. Big Two would obviously have no problem with making any necessary repairs to the vehicle, however we do need to follow the manufacturer’s warranty guidelines while resolving this concern.We certainly regret that Mr. [redacted] continues to have concerns regarding the fit of these trim pieces on his Prius and will work with Toyota to resolve them within the framework of his warranty coverage. We appreciate the opportunity to provide this information and our side of the story.Sincerely,[redacted]
This letter is in response to Revdex.com complaint ID# [redacted],
and specifically Mr. [redacted]’s response to our initial complaint response. Mr. [redacted] had specific concerns about our
response and we wanted to respond to those directly.Mr. [redacted] stated that at the time he picked up the vehicle
after the replacement of the radiator, which was split and leaking, that he
talked to our Service Advisor, Adam [redacted]. While Mr. [redacted] may have talked with Mr. [redacted] after taking the
vehicle home, at the time of delivery the vehicle had been checked out and test
driven and was not overheating. Mr.
Rodriguez was called after Mr. [redacted] had left the facility and did not return
with the vehicle to have the issue inspected or diagnosed.Mr. [redacted] also states that from the outset he requested
that all repair bills be refunded through his credit card company. While I certainly cannot speak to the
conversations that he had with the credit card company, at no time did [redacted]
request Big Two to remove any charges other than the bill that Mr. [redacted]
incurred from [redacted] for additional repairs. That being said any further refunds were not requested from Big Two and
the refund that was consented to was a goodwill effort by Big Two on the
assumption that further repairs were needed in addition to what was done at Big
Two.Mr. [redacted] did not request a full refund or additional no
charge work until September at which time Mr. [redacted] was surprised that the
repairs at [redacted] did not actually fix the issue that Mr. [redacted] was
experiencing and that Big Two had not been contacted if that was the case. Mr. [redacted] did request that Big Two repair
the overheating concern at no charge and as stated in our original response,
Mr. [redacted] was told that without diagnosing the cause of the concern we could
not agree to that request. Based on the
work that was done at Big Two and at [redacted], clearly there is an issue that
needs further diagnosis to be repaired. As stated in our earlier response, with 150,000 miles on a
vehicle it is common for multiple issues to arise at the same time. The work that Big Two performed in no way
would cause a vehicle to overheat and the majority of the work done had nothing
to do with the cooling system of the vehicle. Still Mr. [redacted] has requested refunds for this work that he
authorized. While I certainly sympathize
with Mr. [redacted], I do not know how repairs on lower control arms or CV boots
could have anything to do with the current issues on the vehicle. In addition, replacing radiator hoses would
not cause a vehicle to overheat and based on the records from [redacted], they saw
no issue with the work done as being the cause of the overheating. They diagnosed a water pump and thermostat
concern that would have no connection to radiator hoses or the replacement of
the radiator that was split and no longer functioning correctly.As for Mr. [redacted]s assertion that the matter was not
discussed multiple times, by his own admission the matter has been gone over 3
times as well as a written response to his October 7th email in
which he explained that he would involve his [redacted]. After that email, Mr. [redacted] sent a response
that he would be filing a complaint with the Revdex.com as well as the [redacted]
[redacted]. At this point Big Two has
already refunded a repair from another company that Mr. [redacted] took the
vehicle to for roughly $900 and discounted additional work and Mr. [redacted] now
wants more work done or a refund of work that in no way is connected to his
current vehicle issues. In total Big Two
has refunded over $900 and discount an additional $550 of work and the total of
all cooling related work done on the vehicle was $720.21. Refunding an additional $3200 of work that
was not related to a vehicle cooling issues is not an option.While we certainly try to have all of our guests happy with
the work we provide, in this case it appears that is not possible. As such, Big Two is not willing to refund Mr.
[redacted] for the work done in June or to work on his vehicle at no charge. Again, we appreciate the opportunity to
express our side of this situation and thank you for your time.[redacted] Sales ManagerBig Two Toyota Scion of Chandler
I reject the response form Big Two. I have added their response via an attachment, and inserted my responses to their response in red, with italics, and enclosed in parenthesis.
This
letter is in response to the complaint filed by Mrs. [redacted] via the Revdex.com and
concerning her Toyota Prius that was brought in for service work due to an A/C
issue at Big Two Toyota. Mrs. [redacted] has expressed her concern that no
solution was found to her A/C problems and that at...
this time there has been no
authorization from her warranty to attempt repairs without a conclusive or
likely cause. Mrs. [redacted] has spoken with Sean B[redacted] the
Service Manager for Big Two and the car has been inspected by the Field
Technical Specialist for Toyota Motors. At the time of that inspection
the vehicle operated within factory specifications and the Field Technical
Specialist was unable to duplicate her concerns.We
are certainly aware of Mrs. [redacted]’s Prius C A/C concern, we are not
doubting the legitimacy of the concern and we did everything in our power to
address the concern and make a proper repair. Yes, our service advisor
Alex did experience the concern with Mrs. [redacted] on the day she dropped it
off but Alex is not a technician and does not have the training necessary to
diagnose an AC issue. Mrs. [redacted]’s Prius was taken to a Master
Diagnostic Technician which is the highest skill level given by Toyota, our
tech took time on multiple days to attempt to accurately diagnose the
vehicle. This included calls to Toyota’s technical assistance line,
online assistance and time directly spent with a Field Technical Specialist
from Toyota. It is of most importance to replicate a guests concern in
order to diagnose the correct failed part as especially with this vehicle and
this AC system there are multiple components that could create this type of
failure. We would love to be able to replace every possible component and
our guest has the very best warranty available however the warranty company
does not operate this way and would not authorize that type of blanket
repair. We are more than willing to continue to attempt an accurate
diagnosis but after a weeks’ time realized that with ambient temperatures being
lower than they were at the time Mrs. [redacted]s’s Prius AC failed we
may not be able to properly diagnose the AC until it fails. We do not
want to seem unwilling to help or insensitive to Mrs. [redacted]’s health or
safety, it benefits the dealer to find a problem and bill that repair to an
extended warranty as they pay full price for repairs that are made, but in this
case a proper diagnosis could not be made while the vehicle was not experiencing the
problem. Big Two Toyota is absolutely willing to look at Mrs. [redacted]’s
Prius however we are unable to guarantee that the AC will act in a manner that
will allow us to properly diagnose it.Mrs.
[redacted] has also contacted Toyota directly and they have directed Big Two
down the same path, namely that we have to be able to duplicate the problem in
order to properly diagnose the problem and receive authorization for
repairs. Again, we would like nothing more than to be able to repair Mrs.
[redacted]'s vehicle to her satisfaction. Unfortunately, we can not
authorize repairs on behalf of Toyota or Toyota's Warranty system. We
will continue to work with Mrs. [redacted] and hope to be able to duplicate her
concerns so as to find the cause of the problem and provide a solution to her.We
appreciate the opportunity to present our side of the situation and thank
you for your time,Wally
H[redacted]General
Manager
The following letter is in response to the Revdex.com complaint
#***, filed by *** ***, in regard to his Toyota Corolla
serviced at Big Two Toyota of Chandler.
The vehicle in question, VIN # *** was originally received
in for an airbag recall on January 1, 2017,
and at that time no parts were available
for the recall to be completed As a
guest relations offer, Toyota Motors offered the option of leaving the vehicle
in the service department and providing Mr*** a complimentary rental
vehicle until such time as the parts were available to complete the
recall. Mr*** took this option
and was subsequently given a complimentary vehicle to drive. Unfortunately, the parts for the recall in question did not
arrive for quite some time and Mr***’s vehicle could not be properly
repaired per Toyota standards until September 5th, 2017. During this time Mr***’s vehicle was
stored in a secured lot on site at Big Two while he drove the complimentary
loaner vehicle supplied by Toyota Motors.
Upon receiving his repaired vehicle, Mr*** was concerned about
paint discoloration on certain panels on his vehicle. Jason B***, the Service Director, forwarded
these concerns to Toyota’s District Service and Parts Manager for review. Upon that review it was discovered that the
paint on these panels was not Toyota original paint. At some point, the vehicle has been repainted
and the panels in question were not painted by Toyota as original but rather
had been repaired/repainted at a later date.
Due to this, Toyota Motors will not cover the paint concerns as they are
not a warrantable concern.While we certainly understand Mr***’s concerns about
the paint on his vehicle, we cannot offer assistance or coverage on paint
concerns that did not originate from a factory paint application. Big Two kept Mr***’s vehicle in a
secure lot during its time here but cannot store vehicles inside over an
extended period. Mr***, could
not have expected that Big Two would be storing his vehicle inside when he
availed himself of the option to drive a complimentary loaner vehicle while
awaiting parts on his vehicle and Big Two did perform the previous paint work
that apparently has some issues at this time.
We can absolutely understand his frustration regarding the paint
concerns, however, Big Two is in no way responsible for them and at this time
will not be able to assist with any paint work on the vehicle.Thank you for the opportunity to respond to Mr***’s
complaint, we understand that there are always two sides to any concern and
appreciate the opportunity to express ours.
Feel free to contact us with any further questions regarding this
complaint.Sincerely,Wally H***General ManagerBig Two Toyota of Chandler
We were out there approxweeks ago and finished up the last of the work that couldn't be completed last fall due to weather. She is satisfied with what was done
This letter is in response to the above referenced Complaint
ID, and more specifically to the response from Mr***. While we appreciate Mr***’s point of
view, Big Two would like to clarify a few points as to why we respectfully
disagree with his position. First and
foremost, Mr*** states that Big Two took months to repair the airbags
on his vehicle per the specifications of Toyota. To be clear, Big Two repaired the vehicle as
soon as Toyota released work instructions and parts to complete the recall
work. Big Two has zero control over the
speed of recall parts availability and has no advantage to having a guest
vehicle waiting on repairs. We always
make the best effort to complete work in the shortest time we can for our
guests. In this case, any delays had to
do with parts availability that Big Two has no control over.Secondly, Mr*** did not have to leave his vehicle at
Big Two for the time period when parts were unavailable nationally. Toyota offered the option of leaving the
vehicle at the guests dealer of choice and receiving a no-cost loaner vehicle
at the guests request. At the time that
Mr*** took advantage of Toyota’s offer, there was no timetable for the
availability of parts and Big Two made no claims as to when the vehicle would
be able to have the recall operation performed. Thirdly, Big Two made no claim or commitment to have Mr
***’s vehicle stored indoors during this period. Big Two, and the vast majority of repair
facilities, do not have the ability to “garage” vehicles while awaiting parts
for repairs. It is impractical and
unrealistic to store vehicles within the garage during working hours. Mr*** could not have reasonably
assumed that his vehicle was going to be stored indoors and Big Two made no
representation as such. Big Two cannot
be responsible for paint concerns caused by simply storing the vehicle for Mr
***. Big Two took all reasonable
care of the vehicle, keeping it in a secure and locked lot with security on
site. Lastly, in regards to the paint concerns in question, Mr
***’s vehicle was repainted at some point in its history. The only panels that Mr*** has
concerns about are panels that were repainted and are not factory painted
panels. Mr***’s best course of
action would be to return to the shop that painted these panels and request
them to be repaired at that shop. Since
the factory painted panels do not have these concerns, it is reasonable to
assume that the issue has more to do with the previous paint work than the
storage of the vehicle. This is also the
reason that Toyota Motors refused to consider warranty coverage for the paint concerns
as wellWhile we regret to have come to a different point of view
than Mr***, we hope that you can understand why at this point Big Two
is not willing to extend any further assistance on this matter. We appreciate the opportunity to express our
point of view and thank you for your time.Sincerely,Wally H***General ManagerBig Two Toyota of Chandler
Complaint: ***
I am rejecting this response because:Autumn Gold was out March 30th to clean up the drain/garden area
I sent an e-mail to *** *** on March 31st saying the job looked good HOWEVER one of my landscape lights (in the area of where work was done- this is the second time this has happened during the "fix") was no longer working In the same e-mail I asked for the bill amount I received NO response to this email but did receive a bill in the mail on May 6th I again sent an e-mail to *** *** (this time copied to *** ***, Revdex.com) saying that I would be happy to pay the bill as soon as my landscape light was fixed Today, May 9th, I received a phone message from *** *** in regard to setting up a time for him to come out for the light Once the light is fixed, I will be finished with Autumn Gold
Sincerely,
*** ***
I believe there is always different way to view this problemIn my point of view, I believe I have been wronged because:-It took months for Big Two Toyota to repair the airbag, and this is the reason the paint problem even happened. I have the car for more than years and in that time span, I did not have any paint issue.-Regardless how they take care of the vehicle, any customer would expect his car would be same condition (or better) as when they bring it in.Please provide Revdex.com's point of view on this matter. Sincerely,*** ***
This letter is a response to the complaint filed by Mr. [redacted] via the Revdex.com and received by Big Two on November 16th, 2015. The complaint number in question is ID# [redacted]. Mr. [redacted] has on multiple occasions brought his vehicle into Big Two Toyota for service work, the specific...
repairs in question are from repair orders dated 6/20/2015 and 6/25/2015. Mr. [redacted] is seeking refunds for work done on both repair orders and has previously spoken with our Assistant [redacted] Manager, [redacted] in regards to his concerns. Mr. [redacted] brought his 2006 Sienna in for service on 6/20/2015 with a concern that his air-conditioning system was intermittently failing and to have his 5,000 mile service performed. As part of that service Big Two completes a complimentary inspection on the vehicle to make sure the vehicle is operating as designed and that any wear related issues can be addressed before they cause larger issues. During this inspection the technician found a number of issues, this included torn lower control arms, upper and lower radiator hoses in need of repair, passenger side CV boot leaks, and transmission flush and reseal. These were not unexpected based on a 9 year old, 150,000 mile vehicle. Mr. [redacted] authorized the above repairs and they were completed by Big Two. After taking delivery of the vehicle, Mr. [redacted] returned on 6/25/2015 with an overheating concern. Based on previously working on the vehicle and Mr. [redacted]’s previous business, our Service Director, [redacted], authorized a $500 discount on repairing a split in Mr. [redacted]’s radiator. The split in the radiator was in no way caused by Big Two and would have to be addressed before any further diagnosis on the overheating concern could be addressed. Upon replacement of the radiator our technician drove the vehicle to check for further overheating concerns and found no further issues at that time. Mr. [redacted] picked up his vehicle and to our knowledge at the time there were no further issues. After taking delivery, Mr. [redacted] apparently had another overheating issue and decided to take his vehicle to [redacted]. [redacted] diagnosed the concern as having to do with a failed water pump and thermostat. After paying his bill with [redacted], Mr. [redacted] contacted his credit card company and requested that amount be reduced from his Big Two service bills. When the credit card company contacted Big Two, [redacted] agreed to accept the charge-back as a goodwill to the guest and on the chance that our technician did not spot a failure in the water pump. Months later Mr. [redacted] came into the store and spoke with [redacted], explaining that the vehicle was still overheating and that [redacted]’s repairs had not fixed the problem. At that time he asked for Big Two to fix the vehicle at no charge to him. At that point, Mr. [redacted] was told that we could not give him a promise of no costs to fix the vehicle since we had not seen the vehicle to diagnose what was causing the problem. We also pointed out to Mr. [redacted] that we had reduced one bill by $500 and then credited him $946.00 for his repairs at [redacted] that did not fix the issue. Mr. [redacted] explained at that time to Mr. [redacted] that the vehicle needed to be diagnosed to even discuss any assistance. On October 7th, 2015, Mr. [redacted] sent a letter to Big Two offering 2 options he found acceptable or he would pursue litigation. “I see three possible outcomes for this to be made satisfactory. 1. One would be taking the van back and completing whatever repairs are necessary to make it a functional vehicle again, at no extra charge to us. (We had owned this van for nine years, and it never overheated until that fateful day, June 20th, when I took it in.) 2. Completely refunding the money we paid you for the repairs the two times it was in your shop. (That still gives us a non-working vehicle, but I’m willing to deal with that.) 3. This last outcome, is one that I don’t want to embark on, but am considering, since I’ve put around $3600 into a car that still isn’t running. I’m speaking of litigation against Big Two, to try to recoup the money spent on a bad repair. I have already spoken to an [redacted] regarding this matter” Below is a copy of the response to that demand… Mr. [redacted], I received your email in regards to the 2006 Sienna you currently own and that was in our service center recently. As we discussed on your visit prior to the email, we did not dispute the bill from [redacted], not because we felt that we had repaired the vehicle incorrectly but rather that there was additional work required to handle the issue. As I said at the time, we wanted to give you, our guest the benefit of the doubt if there was something that one of our technicians could possibly have missed. Obviously, after the additional work was done at [redacted], the problem was still not corrected and apparently did not have to do with the parts that they stated needed to be replaced. While I understand that having the car inoperable has been a difficult situation for you, I also don’t know at this time what the issues with the vehicle are and therefore cannot tell you that we will do work on the vehicle at no charge when the problem has not been diagnosed. A 9 year old vehicle with over 100,000 miles can have multiple issues and repairing one item does not mean that another part or system will not fail as well. At this point no one knows what is causing the overheating concern and will not know until the problem is diagnosed. In the meantime, let me address each of your three options individually. 1. As I stated above, at this time no one knows why the vehicle is overheating. Our original diagnosis of the issue did not fix the issue and it appears that [redacted] had the same issue when you took the vehicle to them. The only cooling system repair we have done was to the radiator that was split at the seam and which would have to have been repaired. While we certainly want all vehicles repaired right the first time, we do realize that there are times when something may be missed and need to be looked at again. The technician did test drive the vehicle and at that time the vehicle did not overheat on the test drive. Without diagnosing the source of the issue we cannot even begin to authorize work on the vehicle at any price let alone with no charge attached. 2. Refunding your prior service tickets does not fix your current problem and quite frankly does not make sense given what those tickets were for. The initial ticket had nothing to do with an over-heating issue and was authorized by you based on work the vehicle needed at that time. The oil change, lower control arms, CV boots, transmission flush and reseal, would not have anything to do with an overheating concern. The radiator hoses being replaced likewise, would not cause a vehicle to overheat, and based on the second opinion you received at [redacted], were not the cause of the problem. The only work performed after your vehicle overheated was to replace the radiator that had split at the seam. Without question this repair would have to have been done to allow any opportunity to fix an overheating concern and was done with a $550 discount as a goodwill effort since you had just had the car in for service. In addition to absorbing the cost of your [redacted] bill, I cannot see the reason to refund you for work that was authorized and in all but one case had nothing to do with your cooling system so that will not be an option at this time. 3. Your last option involved seeking payment through litigation. While it is certainly within your rights to pursue any option you feel works best for you, the facts of the above mentioned repairs does not warrant refunding money on repairs that could not have caused an overheating issue and given the goodwill discount and the absorption of your [redacted] bill I don’t believe that it is warranted. If you would like to pursue litigation please forward all future correspondence to our [redacted] of record. Mr. [redacted], I know that it is has not been an easy few months for you in regards to the Sienna and the family concerns you have been dealing with. I hope that you understand that with a 9 year old vehicle with over 100,000 miles mechanical breakdowns can and often do occur. However, the work done on your vehicle was not the cause of these concerns and to expect reimbursement for them does not in our opinion make sense at this point. I unfortunately cannot agree to either of your first two options, if you would like to have the vehicle inspected and a diagnosis performed as to what the root cause of the overheating concern is we can work on that but with the understanding that any work would have to be paid for at standard shop rates. Sincerely, [redacted] Assistant [redacted] Manager Big Two Toyota Scion of Chandler As you can see we have already discussed the situation multiple times with Mr. [redacted] and while we certainly do not want to have an upset guest, we simply do not agree that Mr. [redacted] is entitled to a refund on work that has no correlation to the overheating issue he is experiencing. Big Two has already worked on Mr. [redacted]’s vehicle at reduced cost and reimbursed Mr. [redacted] for work done by another shop even though that work did not fix the condition. As stated above, at 9 years and 150,000 miles we cannot predict what components may fail and certainly have gone above and beyond to try to make the situation right. We appreciate the opportunity to express our side of this situation and thank you for your time. [redacted] Manager Big Two Toyota Scion of Chandler
This letter is in response to the complaint listed above, filed by [redacted]. Big Two has researched the transaction in question and reached out to [redacted] to have the GAP policy cancelled. On 8/30/2017 and again on 9/2/2017 Brain M[redacted], Finance Director for Big Two talked with...
[redacted] and explained cancellation process as well as sent cancellation form to be signed by [redacted]. Big Two sincerely apologizes for any difficulty in contacting the dealer to remove GAP policy and will be more than happy to accommodate the guests desire to cancel the policy as soon as the cancellation form has been received. While we certainly believe in the value of the GAP policy that we offer, our first concern is to make sure our guests are happy with their experience and in this case we fell short initially on that goal. We will however, do our best to complete [redacted] request and work towards making future interactions easier. Thank you, Wally H[redacted] General Manager Big Two Toyota of Chandler
This memo will reference the complaint by [redacted] and his concern about warranty coverage of the door window runs on his Toyota Prius C.In reviewing the letter from Mr. [redacted], we found some misinformation as to the work done on the vehicle as well as where current repair work stands on the...
vehicle. The vehicle in question did in fact have an issue with the fit of the door window runs and these were replaced under warranty at Big Two per the manufacturer warranty. At the time of the repair the current Field Technical Specialist with Toyota was involved.Mr. [redacted], now feels that the window runs are still incorrect and are in need of further replacement. [redacted] the Service Director has spoken with Mr. [redacted] and has expressed that at this point the vehicle will need to be inspected by the Field Technical Specialist to determine the next step to address Mr. [redacted]’ concern. Mr. [redacted] was under the impression that on his last visit this had occurred, when in fact it did not. Mr. [redacted] took pictures of the concern and forwarded them to Toyota and asked for Mr. [redacted] to be scheduled on his next visit for review of current concern. After receipt of this complaint, we did contact Mr. [redacted] and explained the situation and the next course of action. During this discussion Mr. [redacted] agreed to have the vehicle inspected by the Toyota Field Technical Specialist on his next visit for further warranty consideration. This inspection will be scheduled for the next FTS visit and Mr. [redacted] is aware of the timeframe for that visit. Big Two would obviously have no problem with making any necessary repairs to the vehicle, however we do need to follow the manufacturer’s warranty guidelines while resolving this concern.We certainly regret that Mr. [redacted] continues to have concerns regarding the fit of these trim pieces on his Prius and will work with Toyota to resolve them within the framework of his warranty coverage. We appreciate the opportunity to provide this information and our side of the story.Sincerely,[redacted]
This letter is in response to Revdex.com complaint ID# [redacted],
and specifically Mr. [redacted]’s response to our initial complaint response. Mr. [redacted] had specific concerns about our
response and we wanted to respond to those directly.Mr. [redacted] stated that at the time he picked up the vehicle
after the replacement of the radiator, which was split and leaking, that he
talked to our Service Advisor, Adam [redacted]. While Mr. [redacted] may have talked with Mr. [redacted] after taking the
vehicle home, at the time of delivery the vehicle had been checked out and test
driven and was not overheating. Mr.
Rodriguez was called after Mr. [redacted] had left the facility and did not return
with the vehicle to have the issue inspected or diagnosed.Mr. [redacted] also states that from the outset he requested
that all repair bills be refunded through his credit card company. While I certainly cannot speak to the
conversations that he had with the credit card company, at no time did [redacted]
request Big Two to remove any charges other than the bill that Mr. [redacted]
incurred from [redacted] for additional repairs. That being said any further refunds were not requested from Big Two and
the refund that was consented to was a goodwill effort by Big Two on the
assumption that further repairs were needed in addition to what was done at Big
Two.Mr. [redacted] did not request a full refund or additional no
charge work until September at which time Mr. [redacted] was surprised that the
repairs at [redacted] did not actually fix the issue that Mr. [redacted] was
experiencing and that Big Two had not been contacted if that was the case. Mr. [redacted] did request that Big Two repair
the overheating concern at no charge and as stated in our original response,
Mr. [redacted] was told that without diagnosing the cause of the concern we could
not agree to that request. Based on the
work that was done at Big Two and at [redacted], clearly there is an issue that
needs further diagnosis to be repaired. As stated in our earlier response, with 150,000 miles on a
vehicle it is common for multiple issues to arise at the same time. The work that Big Two performed in no way
would cause a vehicle to overheat and the majority of the work done had nothing
to do with the cooling system of the vehicle. Still Mr. [redacted] has requested refunds for this work that he
authorized. While I certainly sympathize
with Mr. [redacted], I do not know how repairs on lower control arms or CV boots
could have anything to do with the current issues on the vehicle. In addition, replacing radiator hoses would
not cause a vehicle to overheat and based on the records from [redacted], they saw
no issue with the work done as being the cause of the overheating. They diagnosed a water pump and thermostat
concern that would have no connection to radiator hoses or the replacement of
the radiator that was split and no longer functioning correctly.As for Mr. [redacted]s assertion that the matter was not
discussed multiple times, by his own admission the matter has been gone over 3
times as well as a written response to his October 7th email in
which he explained that he would involve his [redacted]. After that email, Mr. [redacted] sent a response
that he would be filing a complaint with the Revdex.com as well as the [redacted]
[redacted]. At this point Big Two has
already refunded a repair from another company that Mr. [redacted] took the
vehicle to for roughly $900 and discounted additional work and Mr. [redacted] now
wants more work done or a refund of work that in no way is connected to his
current vehicle issues. In total Big Two
has refunded over $900 and discount an additional $550 of work and the total of
all cooling related work done on the vehicle was $720.21. Refunding an additional $3200 of work that
was not related to a vehicle cooling issues is not an option.While we certainly try to have all of our guests happy with
the work we provide, in this case it appears that is not possible. As such, Big Two is not willing to refund Mr.
[redacted] for the work done in June or to work on his vehicle at no charge. Again, we appreciate the opportunity to
express our side of this situation and thank you for your time.[redacted] Sales ManagerBig Two Toyota Scion of Chandler
I reject the response form Big Two. I have added their response via an attachment, and inserted my responses to their response in red, with italics, and enclosed in parenthesis.
This
letter is in response to the complaint filed by Mrs. [redacted] via the Revdex.com and
concerning her Toyota Prius that was brought in for service work due to an A/C
issue at Big Two Toyota. Mrs. [redacted] has expressed her concern that no
solution was found to her A/C problems and that at...
this time there has been no
authorization from her warranty to attempt repairs without a conclusive or
likely cause. Mrs. [redacted] has spoken with Sean B[redacted] the
Service Manager for Big Two and the car has been inspected by the Field
Technical Specialist for Toyota Motors. At the time of that inspection
the vehicle operated within factory specifications and the Field Technical
Specialist was unable to duplicate her concerns.We
are certainly aware of Mrs. [redacted]’s Prius C A/C concern, we are not
doubting the legitimacy of the concern and we did everything in our power to
address the concern and make a proper repair. Yes, our service advisor
Alex did experience the concern with Mrs. [redacted] on the day she dropped it
off but Alex is not a technician and does not have the training necessary to
diagnose an AC issue. Mrs. [redacted]’s Prius was taken to a Master
Diagnostic Technician which is the highest skill level given by Toyota, our
tech took time on multiple days to attempt to accurately diagnose the
vehicle. This included calls to Toyota’s technical assistance line,
online assistance and time directly spent with a Field Technical Specialist
from Toyota. It is of most importance to replicate a guests concern in
order to diagnose the correct failed part as especially with this vehicle and
this AC system there are multiple components that could create this type of
failure. We would love to be able to replace every possible component and
our guest has the very best warranty available however the warranty company
does not operate this way and would not authorize that type of blanket
repair. We are more than willing to continue to attempt an accurate
diagnosis but after a weeks’ time realized that with ambient temperatures being
lower than they were at the time Mrs. [redacted]s’s Prius AC failed we
may not be able to properly diagnose the AC until it fails. We do not
want to seem unwilling to help or insensitive to Mrs. [redacted]’s health or
safety, it benefits the dealer to find a problem and bill that repair to an
extended warranty as they pay full price for repairs that are made, but in this
case a proper diagnosis could not be made while the vehicle was not experiencing the
problem. Big Two Toyota is absolutely willing to look at Mrs. [redacted]’s
Prius however we are unable to guarantee that the AC will act in a manner that
will allow us to properly diagnose it.Mrs.
[redacted] has also contacted Toyota directly and they have directed Big Two
down the same path, namely that we have to be able to duplicate the problem in
order to properly diagnose the problem and receive authorization for
repairs. Again, we would like nothing more than to be able to repair Mrs.
[redacted]'s vehicle to her satisfaction. Unfortunately, we can not
authorize repairs on behalf of Toyota or Toyota's Warranty system. We
will continue to work with Mrs. [redacted] and hope to be able to duplicate her
concerns so as to find the cause of the problem and provide a solution to her.We
appreciate the opportunity to present our side of the situation and thank
you for your time,Wally
H[redacted]General
Manager