This letter is a response to the complaint filed by Mr [redacted] via the Revdex.com and received by Big Two on November 16th, 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/and 6/25/ 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 concernsMr [redacted] brought his Sienna in for service on 6/20/with a concern that his air-conditioning system was intermittently failing and to have his 5,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 year old, 150,mile vehicle Mr [redacted] authorized the above repairs and they were completed by Big TwoAfter taking delivery of the vehicle, Mr [redacted] returned on 6/25/with an overheating concern Based on previously working on the vehicle and Mr [redacted] ’s previous business, our Service Director, [redacted] , authorized a $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] diagnosed the concern as having to do with a failed water pump and thermostat After paying his bill with ***, 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 ***’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 $and then credited him $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 assistanceOn October 7th, 2015, Mr [redacted] sent a letter to Big Two offering options he found acceptable or he would pursue litigation“I see three possible outcomes for this to be made satisfactory 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.) 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.) This last outcome, is one that I don’t want to embark on, but am considering, since I’ve put around $into a car that still isn’t runningI’m speaking of litigation against Big Two, to try to recoup the money spent on a bad repairI 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 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 ***, 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 missedObviously, after the additional work was done at ***, 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 year old vehicle with over 100,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 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 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 ***, 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 $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 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 recordMr [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 year old vehicle with over 100,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 ratesSincerely, [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 years and 150,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/and again on 9/2/Brain M***, Finance Director for Big Two talked with [redacted] and explained cancellation process as well as sent cancellation form to be signed by *** 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 easierThank you, Wally H [redacted] General Manager Big Two Toyota of Chandler
I reject the response form Big TwoI 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*** 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***General Manager
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***, we found some misinformation as to the work done on the vehicle as well as where current repair work stands on the vehicleThe 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 warrantyAt the time of the repair the current Field Technical Specialist with Toyota was involved.Mr***, 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***’ concernMr [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 concernAfter receipt of this complaint, we did contact Mr [redacted] and explained the situation and the next course of actionDuring this discussion Mr [redacted] agreed to have the vehicle inspected by the Toyota Field Technical Specialist on his next visit for further warranty considerationThis 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 ***, clearly there is an issue that needs further diagnosis to be repaired As stated in our earlier response, with 150,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 ***, 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 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] At this point Big Two has already refunded a repair from another company that Mr [redacted] took the vehicle to for roughly $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 $and discount an additional $of work and the total of all cooling related work done on the vehicle was $ Refunding an additional $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
This letter is a response to the complaint filed by Mr [redacted] via the Revdex.com and received by Big Two on November 16th, 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/and 6/25/ 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 concernsMr [redacted] brought his Sienna in for service on 6/20/with a concern that his air-conditioning system was intermittently failing and to have his 5,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 year old, 150,mile vehicle Mr [redacted] authorized the above repairs and they were completed by Big TwoAfter taking delivery of the vehicle, Mr [redacted] returned on 6/25/with an overheating concern Based on previously working on the vehicle and Mr [redacted] ’s previous business, our Service Director, [redacted] , authorized a $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] diagnosed the concern as having to do with a failed water pump and thermostat After paying his bill with ***, 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 ***’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 $and then credited him $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 assistanceOn October 7th, 2015, Mr [redacted] sent a letter to Big Two offering options he found acceptable or he would pursue litigation“I see three possible outcomes for this to be made satisfactory 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.) 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.) This last outcome, is one that I don’t want to embark on, but am considering, since I’ve put around $into a car that still isn’t runningI’m speaking of litigation against Big Two, to try to recoup the money spent on a bad repairI 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 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 ***, 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 missedObviously, after the additional work was done at ***, 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 year old vehicle with over 100,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 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 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 ***, 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 $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 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 recordMr [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 year old vehicle with over 100,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 ratesSincerely, [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 years and 150,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/and again on 9/2/Brain M***, Finance Director for Big Two talked with [redacted] and explained cancellation process as well as sent cancellation form to be signed by *** 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 easierThank you, Wally H [redacted] General Manager Big Two Toyota of Chandler
I reject the response form Big TwoI 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*** 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***General Manager
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***, we found some misinformation as to the work done on the vehicle as well as where current repair work stands on the vehicleThe 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 warrantyAt the time of the repair the current Field Technical Specialist with Toyota was involved.Mr***, 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***’ concernMr [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 concernAfter receipt of this complaint, we did contact Mr [redacted] and explained the situation and the next course of actionDuring this discussion Mr [redacted] agreed to have the vehicle inspected by the Toyota Field Technical Specialist on his next visit for further warranty considerationThis 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 ***, clearly there is an issue that needs further diagnosis to be repaired As stated in our earlier response, with 150,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 ***, 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 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] At this point Big Two has already refunded a repair from another company that Mr [redacted] took the vehicle to for roughly $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 $and discount an additional $of work and the total of all cooling related work done on the vehicle was $ Refunding an additional $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