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Big Two Toyota Scion of Chandler

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Reviews Big Two Toyota Scion of Chandler

Big Two Toyota Scion of Chandler Reviews (10)

Review: In April 13, 2013 I purchased a brand new Scion Frs. And a few weeks ago I need to take my car in for oil service. I took my car to a local mechanic because I though that my free oil changes with the dealer with over with and I also noticed a low rattle when I would start the car and accelerate. The mechanic noticed metal material on the engine oil dip stick. He told me that he did not service the car and to take it back to the dealer where I bought the car at Big Two Toyota of Scion [redacted]. They are claiming that the issues was do to improper maintenance and also that I was bit tardy on the oil change for the second and third time. And that they could not fix the problem. even though my car is still under warranty and currently my car is less then two years since I bought it, and only has 27,700 miles when warranty coves the vehicle for three years or 36,00 miles. They told me that my car would need a new engine and that it would cost me $10,000 or more and that it would need to come out of my pocket for them to fix it. It is difficult to believe because I was a bit late oil changes that I need a new engine for a brand new car.

Scion recommend oil changes at 7,500, 15,000, and 22,500. My first oil change was at 7,834 and my second was at 17,047. And I still need to make payments on my car even though it does not run.

Thank you

[redacted] ANDDesired Settlement: To fix my engine or replace it, or my money back.

Business

Response:

March 31, 2015Complaint ID# [redacted]

Dear Revdex.com Dispute Resolution Consultant,This memo will reference the complaint by Luis[redacted] and his request for warranty coverage regarding his 2013 ScionFRS at Big Two Toyota Scion of [redacted].In reviewing [redacted] letter, we haveinvestigated the concerns documented in his complaint and subsequent letter tothe Scion Headquarters. [redacted] didbring his vehicle in to Big Two with a concern about an engine knocking soundand Big Two inspected the vehicle in compliance with Scion warrantyprocedures. The technician foundevidence of metal on the oil dipstick and confirmed the noise coming from theengine bay. At that time per standardprocedure for a warranty claim concerning an engine, the technician called ToyotaTAS line (Toyota Technical Assistance) and opened a dialogue with Toyota todiscern if the matter was a concern that had been documented in other Scion FRSmodels. At that time the TAS line statedthat they did not believe that to be the case. Based on the TAS information, Big Two contacted our Field TechnicalSpecialist with Toyota to seek warranty coverage for engine tear-down andpotentially a new engine. Upon review of the documents, TAS Case, and vehicleservice history, the Field Technical Specialist for Toyota denied coverage of[redacted] vehicle and told Big Two that Scion would not cover the enginesince recommended maintenance had not been done based on Scion’s warrantyrequirements. Big Two asked that thematter be further reviewed and coverage was still denied by Scion.To be clear, Big Two Toyota Scion of [redacted] didnot deny any warranty coverage and has no right to do so. In fact, it would be beneficial to Big Two tohave been authorized to do the mechanical work involved for [redacted]. While Big Two would be more than happy torepair the vehicle under warranty, as an agent for the Scion warranty, we arebound by our dealer agreement to follow the direction of Scion in regards towarranty claims. In this case, Scion hasdenied coverage and Big Two cannot overrule their findings. While we certainly sympathize with **.[redacted], we cannot unilaterally grant warranty coverage against the decisionsof Scion representatives. Again, we would be more than happy to repair thevehicle under warranty for [redacted], but after multiple attempts to havethe repair covered by Scion we were ultimately denied. Any further coverage or discussionunfortunately must be made with Scion directly. We will be available to point [redacted] in the right direction shouldhe desire to pursue this issue further with Scion but cannot authorize warrantycoverage that has been explicitly denied by Scion.We certainly regret the circumstances of thisissue and appreciate the opportunity to provide this information and our sideof this matter.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Scion said that they would fix the problem but that they could not fix it because Toyota had their TAS look at my car and said that it was because of improper maintenance. A new car should not be doing this.

Regards,

Review: I purchased a new Highlander and the tires were defective. Normal wear life is 55,000 and at 31,000 miles, they informed me that my tires were worn and needed replacement. They said they would not replace under warrenty because my front end was not in alignment. I took the car to another shop to purchase the tires and they told me that my car did not have an alignment issue. I took pictures of all tires after they were removed from the vehicle and the wear pattern is even indicating NO alignment issue. The tires are defective and should have been replaced under warranty. The dealership was rude and knew I was leaving town on vacation and took advantage of my trust.Desired Settlement: I want the dealership to reimburse me for the tires I had to purchase for my Highlander since the original tires were defective. I also want a letter of apology for the mis-information of front end alignment issue and for the way they dealt with the situation that continually escalated. They tried to take advantage of me and were rude when I spoke up for myself.

Business

Response:

On May 23, 2014, Ms. [redacted] brought her 2012 Highlander in for the 30,000 mile service. As a free courtesy service, we inspected Ms. [redacted]’s vehicle for any additional services the vehicle may require. The inspection found at least two tires that required replacement along with other minor maintenance items such as wiper blades. Our state-of-art Hunter alignment checking machine found that the vehicle alignment was out of specifications. This check is extremely accurate versus a visual tire inspection. Alignment being slightly out of specifications can cause tires to wear out prematurely. Based on our inspection of Ms. [redacted] vehicle, we believe this to be the case. Ms. [redacted] also claimed she did not know the price of the 30,000 mile service even though she signed the repair order next to the estimated price. As a result, we did not charge her. She also misunderstood the length of time it would take for the service so we provided a free rental car.

Regarding defective tire replacement, the tires are covered by a separate warranty provided by the tire manufacturer; ie: [redacted], etc. This tire warranty is specifically outlined in the [redacted] Warranty Manual that came with the vehicle. A separate Tire Manufacturer’s Warranty Manual specific to the brand of tires that came with the vehicle was included with the [redacted] Warranty Manual information at the time of purchase. It is our understanding that all vehicle manufacturers specifically outline tires to be excluded from the vehicle manufacturer’s warranty and cover them under a separate tire manufacturer’s warranty. Ms. [redacted] really needs to talk with the tire manufacturer regarding any reimbursement, not with [redacted] or Big Two [redacted].

In talking with our staff that was involved with Ms. [redacted]’s service, at no time were staff members rude or trying to take advantage of her. We performed the service that was requested and advised Ms. [redacted] of any additional required services at no charge. We advised Ms. [redacted] of her warranty and the tires warranty coverage, however, she did not want to listen to us or the coverage that came with the vehicle. Ms. [redacted] declined the additional services that were recommended such as tires, wiper blades, etc.

We understand that there are two side to any story and appreciate the opportunity to provide our input in the matter. We respectfully decline any assistance to reimburse Ms. [redacted]. At this point, we would also prefer her to take her business elsewhere.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Good Afternoon, My name is [redacted] on Sept 22, 2014 my husband and I purchased a [redacted]. Upon receipt of the truck it was noted the bumper had a manufacture defect, the salesman was very nice and told us it would be taken care of.

[redacted] called us a few days later, and an appointment was made for fixing the problem. We live in [redacted] which is a 3 hour drive because we have no [redacted] dealership where we live. We arrived for our appointment and we're told the bumper would need replaced and they didn't have one in stock.

When we reached our 5,000 mile check up we called [redacted] 3 different times, leaving messages 3 different times with no return phone call from him. Finally, I called the service department's main line and told them he never called me back. The Service Dept said he is here, let me transfer you. Still [redacted] did not answer his phone. I called back again, this person had to go tell [redacted] to answer the phone. The appointment was made for Friday, 1/30/15 at 10 am.

My husband arrived and the service department acted like they had no idea of the work that had been scheduled. They took the truck for about 4 hours. When my husband arrived home he looked at the bumper and found buffing compound in giant globs where the service dept tried to buff the defect out rather than replace the bumper (we have pictures).

[redacted] was called, all of this was denied, [redacted] argued with my husband and then said "It wasn't his fault we live so far away." It also isn't our fault the service department lied about the work they did, and charged [redacted] for a part that was never replaced.

[redacted]Desired Settlement: Reimbursement in gas, time off from work, and meals for 2 out of town trips for fraudulent repairs, transfer my paperwork and set up an appointment with [redacted] because I will never trust Big Two with my vehicle again.

Business

Response:

Tell us why here...In response to complaint number [redacted], regarding [redacted] and [redacted], we would like to go through the issues at hand. The [redacted] the [redacted] purchased did in fact have a manufacturing defect in the finish on two pieces of chrome that are part of the front bumper assembly. The sales department set up an appointment to see what would be the best fix for these issues and after reviewing the issue felt that the right thing to do for the guest was to order new parts for the vehicle. Unfortunately, at the time of the [redacted] first visit only one of the two pieces were in stock. We arranged for the guest to return with the vehicle when parts were in stock and at their 5000 mile service. When attempting to schedule the repair and service the guest did call [redacted] in service to set up a time, unfortunately [redacted] did miss the call and failed to call the guest back in a timely manner. At the time of the later phone calls [redacted] was working with another guest and there was no message left at that time. Upon a later call [redacted] and the guest did connect and scheduled their appointment. At the time of the appointment both parts were replaced with factory parts that were brand new. We know that is the case since as a result of this being a warranty concern we are required by the manufacturer to retain the defective parts for warranty review purposes. We have sent pictures of these parts with the attached warranty return tags to Mr. [redacted] and are confident that the parts were in fact replaced. After talking with Mr. [redacted] at length in regards to his concerns Big Two has arranged for a new part for the passenger side of the bumper as a goodwill gesture and have offered to arrange for the vehicle to be detailed and fully gassed when these services are performed. Mr. [redacted] was given the option of arranging for this to be done at either his next service or on his next visit down to the Phoenix area. As part of this agreement we have also offered a rental car for his use during that time to avoid any inconvenience. Mr. [redacted] accepted this offer and we believe that this situation will be resolved at this point. Our apologies go out to the [redacted] family as we certainly do not want to create any inconveniences to our guests and genuinely want to make their experience outstanding. While we do not always succeed, it is not for a lack of concern or a sincere desire to help our guests. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I traded in a 2007 Nissan Frontier, to purchase a 2013 Toyota Tacoma. In our contract I requested that my K40 Radar & Remote Start be removed from the trade in. The sales person did write such request on the contract. Over the past 8 weeks, I was told the truck was sold, the equipment was removed, but accidently thrown away. The dealership has made statements that this was their fault, but they would reorder the equipment for me. When they found out how much the equipment was, they began to delay athe process.Desired Settlement: Replace the equipment

Business

Response:

In regards to Mr. [redacted]’s complaint, the guest is correct that equipment was inadvertently discarded that was to be returned to him. However, cost was not an issue in addressing the concern for the guest. Big Two originally offered to reimburse Mr. [redacted] for the dollar amount he originally said he spent on the equipment of $980. Our desire was to get the guest taken care of as quickly as possible. Mr. [redacted]

wanted the equipment replaced versus reimbursement. Mr. [redacted] provided us with the equipment information [redacted] but there are many different model as this is just the brand name. We asked Mr. [redacted] to provide the equipment model information and to make sure that the quest received the correct equipment. We were concerned about this as the guest did not know what the model number was of the

equipment and we did not want to put the wrong equipment on the vehicle. As soon as Mr. [redacted] sent us the information on the equipment, the parts were ordered and as soon as they arrive we will install at no cost. Regarding the remote start, we are installing a Toyota factory accessory to ensure compatibility with his new vehicle. All of this was explained to Mr. [redacted] on October 21, 2013 and he was satisfied with this resolution. We will install the equipment as soon as it arrives and we anticipate the installation for the equipment will be completed next week.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: hello,

We have a 2009 Toyota Camry XLE in our house. I received 2 RECALL letters from

Toyota Motor Sales, USA, Inc.

19001 South Western Ave

P.O. Box 2991

Torrance, CA 90509-2991

One of the RECALL letters listed as "URGENT"-- related to Accelerator Pedal

I called the local Toyota dealer as instructed on the letter for necessary repairs.

I called

Big Two Toyota of Chandler

1250 S. Gilbert Rd.

Chandler AZ 85286

at their service # ###-###-####

I called twice. The first time I called on May 15th, 2013. I was told that someone will call me back regarding the issue and appointment for the repair. I waited but no one called me. I called back again on May 21st, 2013. It was the same process again.

Today is May 23rd, 2013. I have not receive any call back from anyone from Big Two Toyota.Desired Settlement: Appointment Scheduled and repairs be made before any serious accident happened, of which Toyota will be held accountable.

Depends on the results. This car will be the last Toyota car that we will buy.

If needed, a complaint will also be filed with the FTC, National Highway Traffic Safety Administration or www.safecar.gov was instructed on the RECALL letter.

thank you.

Business

Response:

We have contacted Mr. [redacted] and apologized for the inconvenience withnhis contact. As a result of our contact we have Mr. [redacted] issues resolved and he is happy at this time. Listed below is a copy of the email that Mr. [redacted] sent after his service. Issue resolved satisfactory.

Wally Henkel

From: [redacted] [mailto:[redacted]]

Sent: Friday, May 24, 2013 6:00 PM

To: [redacted]

Cc: [redacted]

Subject: Thank you for the quick response and service

Hello,

I would like to

say thank you for the quick reply and service.

I'm very happy

with the way things are handled regarding my issue. This was my first

time at Big Two Toyota in person.

I'm looking

forward to doing business with Big Two Toyota again in the future for our next

vehicle purchase. I'm planning to trade in this 2009 Camry for a new 2014

Toyota Prius around November -December of 2013.

also...I forgot

the recall letters on the coffee table (the TV + sofas area). Could you

dispose/recycle them for me?

Thank you for

your assistance.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I bought a Toyota Prius C on 4-8-2013 and after I signed the contract, as I left, I found out that both front-door window runs are warped. I brought up the deffect with the sales person and he told me to keep the car and bring it back to be fixed. This is covered by the manufacturer's warranty. After a couple of months, I brought in the car to be fixed and they didn't do anything. I called back and told them that they didn't fix it and they told me that a Toyota representative will come in to inspect the car. On 10-02-13 the Toyota Field Technical Specialist Mr. [redacted] agreed that it's a manufacturer's defect and it has to be fixed. I dropped the car off and let it there for two days, and when I picked it up they didn't do anything, they didn't solve the problem. Right now, the 2-year warranty has expired after they failed to fix the car when it was under warranty. If you'd like to see the condition of the car, I can send you pictures if you send me an email telling me how I can send you the pictures.Desired Settlement: Please advise me what I should do if there's any action that I can take against the company, and how I should go about it. I asked them to fix it but they failed to fix it. They never did what they promissed they would do. What would my rights be, because after I got out the door they didn't want to do anything to my satisfaction? Thank you very much for your time to look into this matter and give me advice.

Sincerely,

Business

Response:

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]

Review: Took our van into the Big Two dealership, to their repair shop on 6/20/2015. Wanted them to examine an intermittent Air conditioning problem. Van is nine years and has over 150,000 miles on it. They said they would, and also recommend additional repairs. The van is old, and I agreed to the additional repairs. One of the repairs they recommended was putting on new radiator hoses. Drove the van home, it overheated. (They didn’t find anything wrong with the Air conditioning.) Had the van towed back in, and they told me the radiator had gone bad, and I agreed to have them replace it. Upon driving the van home AFTER THIS SECOND TIME in their shop, THE VAN OVER HEATED AGAIN. Took our van to a different shop, and they found that the water pump had disintegrated, apparently clogging up the heating and cooling system, and they were unable to repair the van, save for recommending replacing the head gasket, as it’s the only thing left to try. After sinking over 4600 into repairs (more than the car is worth) I attempted to speak to Big Two about refunding my money. To their credit, they did refund the $946 bill we paid to the second repair shop, but they refused refunding the other portion paid to them, thinking the car had been repaired properly at the second shop, but we’ve not had a working vehicle since the date stated above. I’m seeking a full refund of the $3695.59 from the two failed repairs at Big Two.Desired Settlement: I’m seeking a full refund of the $3695.59 from the two failed repairs at Big Two.

Business

Response:

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] 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

Consumer

Response:

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.

Business

Response:

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]. 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

Receiving unsolicited sales calls even though I'm on the do not call list, never had any business dealings with this company. Filed a complaint with the FTC.

Review: I just bought the toyota TRD air intake for my Scion FRS from Big Two Toyota. They only had a display model in stock and it was already put together. I went ahead and bought the display model and paid full retail price which was $399.99 anr after tax was about $460. The coupler that connects from the air box to the throttle body was aalready installed on the air box by the sales representative. So when I installed the air intake box I only had to clamp the coupler to my engines throttle body. A couple weeksllater I un installed the TRD air intake because the coupler was not looking right where it was connected to the air box. After removing the coupler I could see the plastic tube on the air box had b3enheated and pinched making it un even. I brought it to Big Two asking for replacement or r3fund and they denied the warranty. They are saying it is from me installing it and that it doesnt look like it was a heat issue. I believe that the sales representative who put the coupler on the display air box had over tightened the hose clamp causing extra stress and pressure on the plastic and then the engine heat caused the plastic tube to warp. I would like help getting this issue fixed.Desired Settlement: I would like a full refund or replacement of product.

Business

Response:

We are not 100 percent sure how the part was damaged after the sale, but, we have replaced the damaged part for Mr. [redacted] at no charge. Mr. [redacted] is satisfied with the results.

Review: On July 12, 2014 I went to test drive Toyota Avalon at Big Two Toyota on recommendation of [redacted] of [redacted], he specifically asked me to speak with Sales Person name "[redacted]". During my visit I explicitly indicated that I am only interested in test drive. Also I am per-approved from my credit union.

After my test drive my sales person asked me to negotiate price and I said look I am just looking and researching car, I have been to [redacted] dealership and need to take time to think over and any how I do need to purchase car today. As I started leaving dealership he bring in Sales Manager name "[redacted]" and intercepts me near door.

[redacted], what a rude person indicates that we are giving you fair price for your trade and new car, What is stopping you to sign on this piece of paper? Do we have commitment? This was around 12Noon. I told him that I can come back on Monday since I am not in any rush to purchase car. I also indicated that I may have mood swing and I am not feeling good since I am diabetic and I feel hypoglycemic. I proceed to leave dealership second time.

Yet again I am intercepted by my sales person and a new manager name "[redacted]". I requested that I do not feel good and I will come back to talk about car on Monday and I need to have meal and my wife is waiting at home for me. He said don't worry we will buy you a meal. During meal I realized my car keys were with them to look appraise and that was not return to me.

By now I am agitated and not feeling well so I said please return keys I will revisit you guys on Monday. That was not good enough for them so they wanted me to agree on price. With my condition I just wanted to be out of this dealership, it is now around 2pm. Frustrated I agreed with all prices and said I will see you on Monday.

Oh no! Now the real deal starts, since they were preparing for "Spot Delivery". Slew of paper work comes in my way and also a credit application. By now my wife is worried about me and keeps calling so I called her to dealership. I was having hypoglycemia effect and my hands were shaky where by I could not fill any paper work. I indicated that I do not need to fill out any credit app since I am per-approved and do not need any finance from dealership, so on application I wrote "Do Not Pull Credit". Yet my credit was pulled by Big Two Toyota.

Now it is about 5pm without my meal and under my condition I wanted this day to be over with and get out of this place. Well, the saga continues with financing department. [redacted] in Financing asked me to sign car purchase order with 3.49% interest, $5000.00 down Payment. Not sure where he pulled up all these information, I had never talked about down payment or asked for financing. I was boxed into taking delivery same day under my condition and It is about 7pm now without any food and half a salad, my decision making was very poor due to health issue and my agitation was at it's pinnacle.

Only way I can accept an apology from this dealership is to train staff and take car back because I was not medically sound to deal with situation and even after repeatedly requesting that let me come back on Monday these people ganged up as a classic car sales people and forced a decision, where I was not capable after spending 7 hours with my condition.Desired Settlement: Take car back and provide education to your staff in how to deal with people in certain medical condition.

Business

Response:

First we would like to point out that no one forced Mr. [redacted] to stay at the store, to eat lunch at the store, test drive a vehicle, decide to sign a credit application, decide to sign a purchase contract paperwork, and so on. All of these transactions were of Mr. [redacted] free will and decision. He could have stopped at any point in the transaction.

Mr. [redacted] decided to purchase a vehicle of his own free will. He decided to take the vehicle home when he left the store Saturday July 12, 2014. We will point out that Big Two did not arrange financing for Mr. [redacted]. Mr. [redacted] wanted to arrange his own financing and brought us a check from his financial institution on Wednesday, July 16, 2014, some 5 days later. There was no issue with the purchase transaction when he delivered payment for the vehicle.

Brett [redacted], our General Sales Manager, made a follow-up call to Mr. [redacted] on Wednesday, July 23, 2014. At this point, Mr. [redacted] had not contacted us regarding any issue with his purchase. During the conversation with Mr. [redacted], Mr. [redacted] wanted to attempt to re-negotiate his purchase. He wanted a TrueCar deal and then wanted a Costco deal. Mr. [redacted] explained that he received an exceptional deal on the purchase of his new vehicle that was better than a TrueCar or Costco deal by a substantial amount. Mr. [redacted] then wanted to know what we were going to do for him to make him a loyal customer of Big Two. Mr. [redacted] advised him that there was nothing financially we could do to make that a better deal for him. At this point, there was no complaint about the vehicle or his purchase decision, only that he wanted something more from us. There also was no discussion at this time regarding returning the vehicle. Mr. [redacted] was unhappy about the fact that we would not re-negotiate the deal after the sale.

Mr. [redacted] created this Revdex.com complaint after our follow-up call from Mr. [redacted]. We will point out again that no one forced Mr. [redacted] to remain at the store and purchase a vehicle. Mr. [redacted] was a shrewd negotiator and knew what he was doing throughout the full transaction. He was extremely happy when he left the store with his new vehicle. We do not know where the details of his complaint are coming from as this was not the case during the transaction. Mr. [redacted] did purchase a vehicle.

We understand that are two side to any story and appreciate the opportunity to provide our input in the matter. We respectfully decline Mr. [redacted]’s desired outcome to refund his money and take the vehicle back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I indicated in my original complaint Yes, I came to your store for test drive. Lunch was bought by your store to keep me at your store so we can agree on price that is too as I was leaving and was intercepted by sales person. This is after I indicated that I am not well due to my Medical condition.

I resisted to sign credit application and to indicate my disagreement I wrote on Credit Application “Do not Pull Credit”. Please review all documents. I disagree on purchase contract hence two contracts were prepared. Is this legal? Attached is an original contract prepared by your store that I refused to signed and disagree, your store was asking for $5000.00 down. I indicated to stop this process and will continue on Monday at this time as well.

Yes, you can say that I bought this car from you with much resistance.

a. Did not agree to pull my credit.

b. Wanted to walk out because I was not getting all accessories that I wanted.

c. Purchase contract was a total misrepresentation. (See attached)

I had my finances in order hence you did not see any issues, yet my credit union did not receive information on time from your store so it took couple of days extra. Contact Vibe credit union to see what transpired during transection.

Mr. [redacted] made a call after I completed my on line survey for Toyota and he wanted to find out “What went wrong?”, So he was following up on my disappointment as indicated on survey. I never asked Mr. [redacted] to renegotiate purchase price, I asked him “What is he willing to do to keep me as a loyal customer?” I wanted to see his response. Mr. [redacted] I knew true car and Costco prices, please see an attached document that indicates Costco price provided by your dealership on July 12, 2014. Mr. [redacted] your interpolation of our conversation is grossly misrepresented in your reply.

I never asked anything more from Mr. [redacted]. Simply I would like to return vehicle. Why would I re-negotiate deal with your store when I am completely dissatisfied in the way this was handle. Many dealerships are out there and I can basically purchase same car from many other place.

Let me add one more side note to inform you why I was insisting on taking a delivery on Monday, it was my Dad birthday on July 14, 2014 and I wanted to take delivery on his birthday. You may need prrof of this and I am willing to provide Government Issue id as well.

I wonder have we lost human respect. Have we lost value of honesty? Is life all about misrepresentation?

Simply I request you to find facts and reconsider your decision.

Regards,

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Parts & Supplies - New, Truck Dealers, Auto Body Repair & Painting, Auto Repair & Service, Truck Repair & Service

Address: 1250 S Gilbert Rd, Chandler, Arizona, United States, 85286

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