B & C Television Service Inc.

Dealership's *** *** (Dustin ***) was successful in reaching customer & invited her in to discuss issue. Customer agreed to meet on Saturday 12/30/@ 2:00pm.Mr*** met with Mrs*** (and ***) and went over customers contract & purchase in great
detail. Mr*** showed customer how all figures were arrived at and agreed upon.After explanation & some discussion, Mrs*** was satisfied and happy with outcome and her purchase. The matter is fully resolved and customer happy. -Steve *** / Don Jacobs Toyota

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Manager *** *** spoke with customer via phone and has arranged Professional Windshield repair company to repair chip in windshield at cusomers convenience (at customers home or work) at no charge to customerThis is a reasonable solution to fix the problem.
Dealer is not
obligated to replace windshield on a Used Vehicle for a stone chip. Wisconsin Buyers Guide indicates correctly that windshield glass is legal, which it is
We appreciate The *** business and believe the remedy offered is fair, effective & reasonable to all parties

The Don Jacobs Toyota Body Shop has worked with the customer over a several week period and has addressed all of their concerns. All repairs, adjustments, details and work have been completed. All completed work was reviewed & approved by two different American Family representatives
(Gilbert *** and Tony ***, ***) involved with this customer. Thus, American Family has deemed all repairs have "definitely met the industry standard". This concludes repair

RE:  [redacted] /
2008 Toyota Prius – Gas Tank
·        
Ms. [redacted] purchased a Used Toyota 2008 Prius with
over 148,500 miles on it on 10/21/15
·        
A vehicle such as this is and was sold:...

AS-IS – NO WARRANTY.  This was clearly marked on the Wisconsin
Buyers Guide and additionally added to the purchase contract under “Conditions
of Sale”, which Ms. [redacted] signed.  (see
attached Purchase Contract)
·        
Fuel System was marked correctly on Wisconsin
Buyers Guide at time of Inspection as “Legal”. 
This is self-evident because her vehicle performed correctly at time of
sale and for the duration customer owned the vehicle (almost 3 weeks)
·        
Under Wisconsin law, dealer, (Don Jacobs Toyota)
is not responsible nor obligated to repair an AS-IS / AS SHOWN vehicle once it
is delivered
·        
Ms. [redacted] chose to have the vehicle
towed to another dealer, never communicating to Don Jacobs Toyota her concern
or issue
·        
Ms. [redacted] went ahead with repairs on her vehicle
at another dealer, never communicating to Don Jacobs Toyota 
·        
Don Jacobs Toyota never had an opportunity to
hear complaint, make our own diagnosis and confirm all of work that was
performed needed to be done
·        
Don Jacobs Toyota does not feel they are
obligated to pay the full amount of repair bill $868.57
·        
Don Jacobs Toyota is willing, as a one-time
gesture of good will, to refund to customer $434.00.  This amount represents half of what customer
is seeking
·        
This does not imply Don Jacobs Toyota is at
fault nor responsible for any future mechanical repair or otherwise
[redacted] / New Car Sales Manager

After further looking into the matter, Don Jacobs Toyota has agreed to refund the $20.00 to the customer.  We will be sending out a check in the next few business days to the address we have on file.

RE: UPDATE on / 2015 Highlander chip in windshield
Update 6/3/16 :
On May 27, 2016 customer had windshield repaired by vendor of their choice (Safelite Auto Glass). Don Jacobs Toyota agreed to reimburse customer for total expenses of $
Reimbursement check to be mailed directly to customer at Pewaukee address as requested on June 3, 2016.
 
We appreciate the disappointment in having a windshield chip on any vehicle. When this happens, the most reasonable step is to repair the chip professionally if possible. Don Jacobs Toyota has been willing to do this. We just needed to see the chip itself to verify the spot in question and move forward with the repair.
Unfortunately, we respectfully disagree with the customer that the only acceptable solution is to replace the windshield. Moreover, we feel that is an excessive request and simply not necessary.
According to the customer, if the dealership does not submit to the extreme course of correction by replacing the windshield and ignore any other reasonable solutions, we are “ethically bankrupt”. This puts the dealership in a very unfair and unreasonable situation to overcome.
We ask to please keep in mind the following:
· The customer purchased a 1 year old Pre-owned vehicle with approximately 13,000 miles
· Replacement of a windshield because of a stone chip is not required or expected by the State of Wisconsin
· Dealer agreed to send out a professional windshield repair technician to customers house
· Technician arrived at residence and customer refused work to be done, based on personal feelings
· Customer had repair done by professional windshield company of their choice and asked dealer to reimburse them
· Dealer agreed to reimburse customer on the above repair
· Glass Companies would not offer such a service (windshield repair) if not proven to be a safe and effective way to remedy a stone chip
Dealership feels the steps they have taken should have reasonably satisfied customer & situation.
Thank you,
Don Jacobs Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Thank you for your reply. As stated, we have been contacted today 5/23/16, by [redacted] from [redacted] He called me to say I was to contact a [redacted] at Executive Windshield at 414-975-[redacted] to arrange to have him look at the windshield and make a decision. I asked [redacted] if he was going to replace the windshield and he said no he is the expert and needs to see it any time at my convenience and make a decision. I did call [redacted] and asked him if he was going to replace the windshield, he told me No [redacted] told me just to fix it ( they already knew yet again they were not going to replace it) and again they did not come out and tell us that. Last time we drove all the way to Don Jacobs just to be told they would not replace it and only repair it. Being an ASE tech. I understand windshield repair however, I also understand the checklist we received showed No cracks or chips in the glass, this same check list has other errors as mentioned in my formal complaint. My wife and I are beside ourselves trying to understand where this definition of customer service comes from. We were both involved in customer service throughout our careers and it is sad to say this is becoming the norm. We would accept nothing but a replacement, every day we sit in this car and see this chip/crack we are reminded of the $[redacted] mistake we made; if I could get all my money back I would, if I have to repair it, I will bear the cost myself as I could not trust Don Jacobs to do the job properly. [redacted] at Executive Windshield said he has been doing this for 20 years etc...but he understands my wife and my feelings on this but he only does repairs. Don Jacobs has a preconceived idea of what they think is fair here and legally perhaps they are correct, but, ethically they appear to be bankrupt. I will let you know if anything changes. Any assistance you can provide would be greatly appreciated. If you have any questions at all, please do not hesitate to contact me. Thank you.
Regards,