I understand the customer's concernsAfter looking into the concerns, the customer was quoted an out the door price, which she agreed toThe $fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the dealWe looked into the service records and show no issues with door locksThe customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the caseOut of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealershipThe customer purchased the vehicle and agreed to the sale price
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.] Kerry Toyota's service department found the car to be damaged while getting the problem resolvedWhy didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repaintedIf Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damageNow I have a vehicle that I was told was "never" wrecked and it was certifiedI put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry ToyotaI also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $because they said the car was wreckedAfter complaining to Kerry about the charge, and that we purchased the car like this, they then credited me backHow many more time will I have to fight this? Regards, [redacted] ***
Dear Ms [redacted] ,Kerry Toyota understands the customers concernHe did have two tires and wheels replaced at our Covington Service locationDays later, he called in stating he wanted a refund due to one of the tires separatingWe asked the customer for picturesAfter reviewing the picture, it was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curbWe explained this to the customer which he deniedWe offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbedUnfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damageKindest Regards, Beth H [redacted]
I understand the customer’s concern regarding the Acadia she purchasedThe customer bought a pre-owned vehicle with no warranty provided by Kerry ToyotaAny manufacturer warranty left on the vehicle would still be honored by the manufacturerThe customer was offered extended coverage for the vehicle, but declinedAs a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified storeIf the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customerThe copy of the invoice the customer requested, was mailed today Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not workWe complete an inspection on all of our pre-owned vehicles to ensure the safety of our customersThis vehicle passed the inspection and was offered as-is Kindest Regards, [redacted]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWhile I did curse and raise my voice, it was after bein laser back and forth between the multiple departments with no clear resolutionThe general manager did what should have happened initially and reached out to the previous owner and located the tool where it WAS NOT typically locatedWhile I agree this is resolved, I do not agree with the responseI appreciate their attempt to correct this issue, but it should have been ha sled hat way initially vs passing a customer between departments and keep saying "not sure what we can do"If an appointment was necessary, why was it not suggested?? I assumed it was something I could grab at the parts department since it is a standard [redacted] partThey will not have to worry about a next time I come back because I will not be back Regards, [redacted]
We would be glad to helpHowever, showing up with out an appointment and screaming and cursing is not going to resolve thisWe were seconds away from having the *** Police Department remove this customer from our propertyRest assured we won't wait to call the police the next time he shows
up screaming and cussingOur *** Certified Manager will reach out to him and offer to resolve but the same behavior previously exhibited will end our effort immediately
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The attachment I took was yesterday when I washed my car and clearly the picture Busnisses have is clearly before my car was washed so there was stuff stuck from the street and we have construction all over the cityThis clear picture shows the quilts of the tire that I paid for $you can see how bad the tire is from this picture and there is more pictures to submit but it only takes one at a timeLooking forward for your respond and have good day
Kindest Regards,
*** ***
Dear Ms ***,Regarding the customer's concerns with his certified vehicle, I understand his concernKerry Toyota believes in transparency and integrityThis is why we provide Carfax reports to our customers.The vehicle purchased met all of the guidelines when we inspected it and would still
meet them today. The Carfax was available when the vehicle was purchased, it was posted online and there was a printed copy in the certified packet. It shows an event of “other damage”, which may or may not have been an accident. There was never an accident report made for this car. Even if there were, it still qualifies for Certification per Toyota guidelines because there is no evidence of unibody or structural damage. Kerry Toyota has reached out to the customer to invite him back to discuss his concerns with our managers. Kindest Regards,Beth H***
I understand Mr *** frustration with the vehicle repairWe performed diagnosis on the vehicle, from the diagnosis and with assistance from Toyota Technical Assistance, it was determined that the failure was due to an over rev conditionAnything over rpm gets into a danger
zoneThe exhaust rocker arms had been launched out of the keepers due to the over revThis is not due to a failure of the engine, consequently not covered by warrantyWe contacted Toyota, and they offered partial assistance as one time goodwillThe vehicle was not driveable when we received itAfter the engine was reassembled, we road tested, determined additional damage had occurred due to the initial failureWhen the exhaust rockers came on on the initial failure, it caused the intense heat from the exhaust to back up through the intake causing it to meltThis was not determinable until the engine was put into running conditionWe again contacted Toyota on the customers behalf, they did agree to additional assistance...again on a one time basisThis repair was not a warrantable repair as technical assistance felt due to over rev.Best Regards, Beth H***Customer Relations ManagerKerry Toyota*** ***[email protected]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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.]Kerry Toyota specializes in New / Used car salesThey report certifying the used cars but In all honesty, I think they push cars through the inspection and they rely on the Carfax for the cars historyI was at the dealership several months before my purchase and a used Camry had the lower turn signal hanging in placeThis car was on the lot for saleAgain, these cars are pushed through the certification processKerry Toyota needs to value their customers because without customers, they won't servive.If I had done my research prior to purchasing from Kerry, I would have easily found out that they treat several customers the same wayWhat happened to the "Golden rule" Kerry Toyota??
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that ***e if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
I understand the customer’s concern regarding the Acadia she purchased. The customer bought a pre-owned vehicle as-is with no warranty provided by Kerry Toyota. Any manufacturer warranty left on the vehicle would still be honored by the manufacturer. The customer was offered extended coverage...
for the vehicle, but declined. As a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified store. If the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customer. The copy of the invoice the customer requested, was mailed today. Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not work. We complete an inspection on all of our pre-owned vehicles to ensure the safety of our customers. This vehicle passed the inspection and was offered as-is. Kindest Regards, [redacted]
I understand the customer's concerns. After looking into the concerns, the customer was quoted an out the door price, which she agreed to. The $200 fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the deal. We looked into the service records and show no...
issues with door locks. The customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the case. Out of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealership. The customer purchased the vehicle As-Is and agreed to the sale price.
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.] Kerry Toyota's service department found the car to be damaged while getting the problem resolved. Why didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repainted. If Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damage. Now I have a vehicle that I was told was "never" wrecked and it was certified. I put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry Toyota. I also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $104 because they said the car was wrecked. After complaining to Kerry about the charge, and that we purchased the car like this, they then credited me back. How many more time will I have to fight this?
Regards,
[redacted]
Dear Ms. [redacted],Kerry Toyota understands the customers concern. He did have two tires and wheels replaced at our Covington Service location. Days later, he called in stating he wanted a refund due to one of the tires separating. We asked the customer for pictures. After reviewing the picture, it...
was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curb. We explained this to the customer which he denied. We offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbed. Unfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damage. Kindest Regards, Beth H[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I understand the customer's concernsAfter looking into the concerns, the customer was quoted an out the door price, which she agreed toThe $fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the dealWe looked into the service records and show no issues with door locksThe customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the caseOut of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealershipThe customer purchased the vehicle and agreed to the sale price
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.] Kerry Toyota's service department found the car to be damaged while getting the problem resolvedWhy didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repaintedIf Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damageNow I have a vehicle that I was told was "never" wrecked and it was certifiedI put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry ToyotaI also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $because they said the car was wreckedAfter complaining to Kerry about the charge, and that we purchased the car like this, they then credited me backHow many more time will I have to fight this? Regards, [redacted] ***
Dear Ms [redacted] ,Kerry Toyota understands the customers concernHe did have two tires and wheels replaced at our Covington Service locationDays later, he called in stating he wanted a refund due to one of the tires separatingWe asked the customer for picturesAfter reviewing the picture, it was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curbWe explained this to the customer which he deniedWe offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbedUnfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damageKindest Regards, Beth H [redacted]
I understand the customer’s concern regarding the Acadia she purchasedThe customer bought a pre-owned vehicle with no warranty provided by Kerry ToyotaAny manufacturer warranty left on the vehicle would still be honored by the manufacturerThe customer was offered extended coverage for the vehicle, but declinedAs a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified storeIf the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customerThe copy of the invoice the customer requested, was mailed today Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not workWe complete an inspection on all of our pre-owned vehicles to ensure the safety of our customersThis vehicle passed the inspection and was offered as-is Kindest Regards, [redacted]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meWhile I did curse and raise my voice, it was after bein laser back and forth between the multiple departments with no clear resolutionThe general manager did what should have happened initially and reached out to the previous owner and located the tool where it WAS NOT typically locatedWhile I agree this is resolved, I do not agree with the responseI appreciate their attempt to correct this issue, but it should have been ha sled hat way initially vs passing a customer between departments and keep saying "not sure what we can do"If an appointment was necessary, why was it not suggested?? I assumed it was something I could grab at the parts department since it is a standard [redacted] partThey will not have to worry about a next time I come back because I will not be back Regards, [redacted]
We would be glad to helpHowever, showing up with out an appointment and screaming and cursing is not going to resolve thisWe were seconds away from having the *** Police Department remove this customer from our propertyRest assured we won't wait to call the police the next time he shows
up screaming and cussingOur *** Certified Manager will reach out to him and offer to resolve but the same behavior previously exhibited will end our effort immediately
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The attachment I took was yesterday when I washed my car and clearly the picture Busnisses have is clearly before my car was washed so there was stuff stuck from the street and we have construction all over the cityThis clear picture shows the quilts of the tire that I paid for $you can see how bad the tire is from this picture and there is more pictures to submit but it only takes one at a timeLooking forward for your respond and have good day
Kindest Regards,
*** ***
Dear Ms ***,Regarding the customer's concerns with his certified vehicle, I understand his concernKerry Toyota believes in transparency and integrityThis is why we provide Carfax reports to our customers.The vehicle purchased met all of the guidelines when we inspected it and would still
meet them today. The Carfax was available when the vehicle was purchased, it was posted online and there was a printed copy in the certified packet. It shows an event of “other damage”, which may or may not have been an accident. There was never an accident report made for this car. Even if there were, it still qualifies for Certification per Toyota guidelines because there is no evidence of unibody or structural damage. Kerry Toyota has reached out to the customer to invite him back to discuss his concerns with our managers. Kindest Regards,Beth H***
I understand Mr *** frustration with the vehicle repairWe performed diagnosis on the vehicle, from the diagnosis and with assistance from Toyota Technical Assistance, it was determined that the failure was due to an over rev conditionAnything over rpm gets into a danger
zoneThe exhaust rocker arms had been launched out of the keepers due to the over revThis is not due to a failure of the engine, consequently not covered by warrantyWe contacted Toyota, and they offered partial assistance as one time goodwillThe vehicle was not driveable when we received itAfter the engine was reassembled, we road tested, determined additional damage had occurred due to the initial failureWhen the exhaust rockers came on on the initial failure, it caused the intense heat from the exhaust to back up through the intake causing it to meltThis was not determinable until the engine was put into running conditionWe again contacted Toyota on the customers behalf, they did agree to additional assistance...again on a one time basisThis repair was not a warrantable repair as technical assistance felt due to over rev.Best Regards, Beth H***Customer Relations ManagerKerry Toyota*** ***[email protected]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
We stand behind our decisionIt appears the vehicle has hit a curb or object which caused this damage
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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.]Kerry Toyota specializes in New / Used car salesThey report certifying the used cars but In all honesty, I think they push cars through the inspection and they rely on the Carfax for the cars historyI was at the dealership several months before my purchase and a used Camry had the lower turn signal hanging in placeThis car was on the lot for saleAgain, these cars are pushed through the certification processKerry Toyota needs to value their customers because without customers, they won't servive.If I had done my research prior to purchasing from Kerry, I would have easily found out that they treat several customers the same wayWhat happened to the "Golden rule" Kerry Toyota??
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that ***e if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***
I understand the customer’s concern regarding the Acadia she purchased. The customer bought a pre-owned vehicle as-is with no warranty provided by Kerry Toyota. Any manufacturer warranty left on the vehicle would still be honored by the manufacturer. The customer was offered extended coverage...
for the vehicle, but declined. As a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified store. If the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customer. The copy of the invoice the customer requested, was mailed today. Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not work. We complete an inspection on all of our pre-owned vehicles to ensure the safety of our customers. This vehicle passed the inspection and was offered as-is. Kindest Regards, [redacted]
I understand the customer's concerns. After looking into the concerns, the customer was quoted an out the door price, which she agreed to. The $200 fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the deal. We looked into the service records and show no...
issues with door locks. The customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the case. Out of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealership. The customer purchased the vehicle As-Is and agreed to the sale price.
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.] Kerry Toyota's service department found the car to be damaged while getting the problem resolved. Why didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repainted. If Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damage. Now I have a vehicle that I was told was "never" wrecked and it was certified. I put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry Toyota. I also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $104 because they said the car was wrecked. After complaining to Kerry about the charge, and that we purchased the car like this, they then credited me back. How many more time will I have to fight this?
Regards,
[redacted]
Dear Ms. [redacted],Kerry Toyota understands the customers concern. He did have two tires and wheels replaced at our Covington Service location. Days later, he called in stating he wanted a refund due to one of the tires separating. We asked the customer for pictures. After reviewing the picture, it...
was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curb. We explained this to the customer which he denied. We offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbed. Unfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damage. Kindest Regards, Beth H[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]