I am rejecting this response because:[redacted], is a [redacted] who does not understand customer service. He states and insults as he states, he states not once but twice " Its Commonly, it so commonly" Dumbfounding comment from a GM. “At the time of installation we would have swapped the
sensors from his original wheels. It is commonly known that you simply take the
sensors off the old wheels and install them on the new. In fact it is so common that it’s almost like
it is known you have to put air in the tires.
No programming or additional work needed.If it was so common why didn't your employees state or advice me to do what you stated. I told your employees I took my tires to America's Tire Company. Your employees did not even take the sensors out of the car to check what year my sensors where made. Do you have cameras can't you check? My tires are 2015 but the sensors per America's tire company who have 4.7 stars out of 300 reviews stated they did switch them. I went to America's Tire Company and they gave me a bag which contained the old sensors, at the time when I went to Elk Groove as you read from my complaint I just wanted my light indicator off/Reset. Thats all I wanted. I didn't know that they change the sensors they just told me to go to your store to get reset because there is no TMPS reset in my car. How does a GM write a letter to Revdex.com to insults customers, your service center has less then 2.5 stars on yelp, most of the complaints are regarding the service department. I know that they looked at my tires and saw 2015 and did not want to work on it. They did not even tell me that the sensors are mis matched nor the codes are wrong. They didn't say anything all they said its not working. Go ahead [redacted], write me back and insult my intelligence. [redacted]
I am rejecting this response because:Hello [redacted],It looks like we will be going in circles Sir. And I don’t have that 1 paper. And as I said earlier [redacted] said he lost it. You can ask my daughter also. All the rest of the papers are with me. And yes, you are right Ishould have paid more attention to the paperwork and I will from now on. And I will also try my best not to come to your dealership anymore nor send anyone there. I am done with you guys. The only person in loss is me but that’s OK. All you guys got your commissions so that’s that. Apparently being a long time customer doesn't mean anything.Have a blessed day to all of you.
I am rejecting this response because:I inquired about the warranty before the job was started. I then inquired about the warranty after it was completed and was told the job was not covered under the warranty because nails were not covered. While I thought this was a strange response I didn't push back because I thought Toyota did their due diligence in looking up my warranty information. I know that I had a tire warranty because in May of 2017 I got my first flat tire and took the job to Toyota San Francisco where they informed me that the tire was in fact covered. Since going to Elk Grove I've had two more flat tires (with holes) covered by the warranty that I informed Elk Grove of. My tire was repaired in San Francisco twice more in March 2018. So to say that I didn't present the information is false. I did. I took the dealerships word when Elk Grove told me the job wasn't covered. When I questioned what the warranty covered when I went to San Francisco, they informed me that it covered everything except slashed tires. And my tire was not a product of vandalism. So the dealerships mistake should not cost me. If recipets are necessary to show that I've had 3 tires covered under warranty and a timeline of knowing that I asked about the tire warranty when I took it to Elk Grove, I can provide those too. Again, the mistake of the employee who didn't properly look up my warranty shouldn't cost me $145. I've never furnished the warranty when I've gone to San Francisco, they look it up for me. And I purchased the vehicle in Roseville.
I am rejecting this response because: They do not take responsibility for sending me to streets with car that broke down with in few days. It is shame for their service and Toyota that kind of new car broke down 2 times in one week. It is fight for their reputation and they have to feel more responsible for quality of their service, because second failure happened in heavy traffic and for that they have to more responsibility. It is way of ignoring they customers[redacted]
Hi, I am sorry that our customer thinks I was insulting him. That was not my intent, my objective was to educate the customer as to how the system operates. If the light was not on when the customer went in to have the tires swapped and the original sensors were all swapped to the new wheels then it light would not have come on. Our tech spent over 3 hours working on his car and they would not program. We will be happy to refund the charge if that is what he wants. Thank you.[redacted]
Customer [redacted] was attempted to be contacted on May 1,2015, message was left for a return call. Customer returned the call on May 4th,we sent an appointment at his convenience to have the car inspected by our bodyshop service writer for Friday, May 8th. On Friday May 8ththe customer had...
their car inspected and a repair appointment set for the bodyshop with [redacted]. Customer is to receive repairs as discussed and agreedupon along with the a rental car for his use while the repairs are being takencare on. Customer remains satisfied.
Elk Grove Toyota did acknowledge to the customer that our technicians either left the oil cap off or loose causing the cap to fall off when the customer was in for service. The customer returned to Elk Grove Toyota to address the issue of the missing oil cap a couple hundred miles later. Our Service...
Manager informed the customer that this low amount of mileage driven without the oil cap would not harm the engine. We topped off the oil to the proper level, cleaned the engine to remove an oil residue caused by the missing cap and attempted to return the vehicle to the customer. Regarding the revised paperwork, the customers accusations are incorrect. Our Customer Relations Manager went to make copies of the customer's original Repair Order and was gone for a few minutes. The customer felt that during this time we were "revising" paperwork which did not happen. All original paperwork was returned to the customer prior to him leaving Elk Grove Toyota. Refunding the customer the purchase price of the vehicle is not a reasonable resolution to this matter as there is no damage to the vehicle or the engine from the missing oil cap. Elk Grove Toyota fixed the issue and also offered some complimentary services to make up for our mistake and the customer has refused.
Hi [redacted],We brought this vehicle into our inventory with knowledge of a 3/28/2016 registration expiration. Elk Grove Toyota originally purchased this vehicle from Hertz Rent-A-Car and we were unaware of the 2017 registration sticker that was shown on your license plate. We have paid the back...
fees as was discussed with you by our Customer Relations Manager and you were only charged the current registration fees for this vehicle. Regarding the ticket, we are working with Sacramento County to get this resolved as you had the temporary registration in your windshield which should have been sufficient for evidence of registration. Please rest assured that we are working to get ticket paid on your behalf. This was a mistake and we are going to take responsibility for this ticket. Thank you,[redacted]Assistant General Manager
Good morning. This issue has been resolved. We were able to get Toyota to Warranty the sunroof although in their opinion it was not a defect. No worries, all done.[redacted]
I am rejecting this response because:The offer that you want to refund me is dumbfounding. You could have offered me from the beginning but you didnt. My car was at your shop but it was waiting in the service department for at least an hour. The car being in your service department for 3 hours doesn't mean the wait time counts.I know and quite frankly you know that no car that comes in has been seen by a mechanic. We check in and the car waits in the service department or they take it to the back. Remember my family and I bought 5 toyota cars from your dealership. I know for a fact a mechanics didn't touch my car for three hours.What I would like is to get the 60K maintenance and 2 oil changes paid for. [redacted]
First, I would like to sincerely apologize for the mistake made by our Service Department. The trust, safety and well being of our customers is a top priority at Elk Grove Toyota and unfortunately, we failed to live up to our standards in the instance. After inspecting the vehicle, our Shop Foreman...
has confirmed that the vehicle does need a new motor. Our Service Manager is currently working with Toyota to find a new replacement motor that we can install in your vehicle. Please be assured that installing a new motor in your vehicle will be safe and will perform just like a new vehicle coming from the factory. As soon as we have more information regarding the engine replacement, our Service Manager will reach out to you to get this issue resolved. In the meantime, please continue to drive a courtesy rental vehicle and contact us if you have any questions.
Dear [redacted], I apologize for your experience and any inconvenience this may have caused you. With the Tire and wheel protection it is stated under the Tire and Wheel Claim Procedure that the Tire and Wheel Protection documents must be presented to the dealership prior to any repairs. It is our...
understanding that this was not mentioned until after the repairs. After the repairs it was brought to our attention from you the consumer that there was a warranty. The factory warranty does not cover Tire and Wheels. I apologize if there was a miscommunication between a warranty and a tire and wheel protection. We the dealership were not aware of the Tire and Wheel Protection that was purchased by the consumer from another dealership. I have attached a copy of the Tire and Wheel Claim Procedure that is on your Tire and Wheel Protection documentation. We did reach out to the Tire and Wheel Program on your behalf to try to get you refunded. They did decline the claim, due to the fact that you did not present the paper work before the repair. Again I truly apologize for any inconvenience this has caused you. Sincerely, [redacted]
Customer Relations Manager
This is from the attached PDF.December 23, 2015Revdex.com of Northern California[redacted]Re: Revdex.com Complaint #[redacted]Good day, We are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion as it is our goal that our...
customers are never confused about what was offered or purchased at our dealership. Mr. [redacted] states that he had an accident with his car and damaged the right side tires and wheels. He asked for a quote for new tires and wheels and that was given to him. I assume that the cost was more that he wanted to pay so he found a used set from a car a year newer than his. He states “I asked them I have extended warranty if I brought tires and rims which are Toyota OEM. They said it would be covered. I found some tires and called Elk Grove toyota and told them what I found. I told them specifically that I found a 2015 Toyota Camry tires and rims. I asked them would this void my warranty or effect my car. They told me it should not because it’s toyota. Thus, I purchased the tires with rims for $1000.00 4 tires and rims.” The answer is yes, we did answer the question correctly. As long as they are Toyota OEM (Original Equipment Manufacturer) hybrid wheels of the same size and undamaged, they will work and not affect the car or void the warranty. Every late model car has tire pressure sensors on the wheels that are programed or matched only to that car. That’s how the car “knows” if a tire is low and then illuminates the tire pressure light. Generally when you buy used tires and wheels they do not come with the tire pressure sensors as they would have been needed and installed back on the original car they came off of. After discussing the situation with the employees involved, I believe we assumed that Mr. [redacted] would be bringing the used tires and wheels to our shop (or any other reputable tire shop) for installation. At the time of installation we would have swapped the sensors from his original wheels. It is commonly known that you simply take the sensors off of the old wheels and install them on the new. In fact it is so common that it’s almost like it is known you have to put air in the tires. No programing or additional work needed. If that step is missed then you have a problem. Mr. [redacted] does not state where he had the tires swapped but the sensors should have been swapped from his original car. Had this been done Mr. [redacted] would not have had any more issues. He did not bring them to us for the work or it would have been done correctly. Mr. [redacted] then obviously had a problem with the tire pressure light being on. I am not sure why he did not go back to the shop that installed them but this time he did bring the car to us. We diagnosed the situation and determined that the original factory sensors were not installed on the car. There was a charge for this time as it was not a Toyota defect that Toyota would be responsible for and therefore the cost would not be covered under warranty. We hope that Mr. [redacted] was able to recover the sensors back from wherever he had the work done so that he does not incur additional cost to replace and or program them. We sincerely appreciate the business Mr. [redacted] and his family have given to us over the years. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we misled or under informed him. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.Sincerely,[redacted]General Manager
8/27/2015 Hi all. I am sorry for the delay but I am at of a loss of wordson where to start. As I expressed in my last response we apologize for anyconfusion and it is our goal that we don’t have any confusion about what wasoffered or purchased by our customers. Mr. [redacted], the documents you are asking to see weregiven to you in my last response (possible you did not open or see that file). FurthermoreI described them in detail along with the figures written on them. If you needme to email them directly I will or you can come by and look at them. In discussing this situation within the last week with themanagers I learned that the General Sales Manager had a phone conversation withyou about the figures. The following is his statement;To Whom It May Concern: I received a phone call from Mr. [redacted] after his purchase. He had questions abouthis contract. He said he didn’t get the agreed upon price for the car hepurchased. I walked Mr. [redacted] through his sales contract and let him know histotals. Mr. [redacted] explained to me that he understood what I was explaining, butthat Vince and Jim [redacted] promised something different. I pulled the fileand let Mr. [redacted] know that all of the numbers were clearly shown to him inwriting prior to him signing his contract. He let me know that he didn’t reallylook at them because he “believed” that Vince and Jim had a differentunderstanding. I let Mr. [redacted] know that I would have Jim [redacted] give him acall, and he said that would be fine. Mr. [redacted] then contacted Mr. [redacted] anddiscussed the matter in detail. Sincerely, [redacted] General Sales Manager Elk Grove Toyota 08/26/2015Mr. [redacted], there are many ways to show figures to a customer.We believe the proposals that we use have the most accurate information and arecertainly the most transparent to a customer. They are computer generated (nothand written) and show a full breakdown of all prices, taxes and fees that arecharged in a typical sales transaction. This grand total is the amount that youwould write a check for or finance. This amount is commonly called the “out thedoor” figure.I have personally interviewed the salesperson, the salesmanager, the finance person and the general sales manager and they all have thesame understanding on the figures. That understanding is that after showing youour proposal you asked for us to get to $21,975.00 to be financed (out thedoor) and that is what we did. Once again, it is exactly $2,000 below the firstsales proposal given to you. We also have one more form that you sign beforethe contract is executed, it is called a pre contract disclosure. This form too(that you signed) has the same amount of $21,975.00 on it. The employees tell me that it appears that you were totallyhappy with your purchase until a day or 2 after the sale when your son took alook at the numbers and thought he could have gotten a better deal for you. As Imentioned in the last correspondence to the Revdex.com Mr. [redacted] then called in to Jim[redacted] with this information and expressed a desire to get a lower price.Mr. [redacted] told him we are sorry but we don’t renegotiate contracts. In closing we are sorry that you feel taken advantage of. Thatis why we use the printouts to communicate the offer to you. You state that youreally didn’t pay attention to them, we wish you had as that was the basis forour transaction. You state that all you wanted was a fair deal. I am confident thatthat is what you got. Please call if any you have any other questions. [redacted]
We are in receipt of Mr. [redacted] complaint. We apologize for any confusion as it is our goal that our customers are never confused about what was offered or purchased at our dealership This response is from our service department. “[redacted] 2013 Camry was initially towed in on 08/16/2016...
in the evening. When I spoke to [redacted] he stated that the steering wheel light with an exclamation point came on when driving and he was having difficulty steering. He turned the car off and it would not turn back on. Upon inspection we found that the battery was at 29/582 amps. We did not see exclamation point light on instrument cluster. We replaced battery, test drove, rechecked battery and everything was ok. No lights were on, alternator or steering wheel light. We did not charge customer any diagnostic fee for this service; we felt it unnecessary and wanted to provide better customer satisfaction since all indications pointed towards the issue being related to the battery. All we charged the customer was for the battery and installation. The total charge was $135.26. The customer returned on the 20th of August stating the vehicle lost power steering and then shut off. I told [redacted] that I would not charge him for the diagnostic to look at the car again. After inspection the following day, we found that the alternator was failing. An uncommon occurrence for a 2013 Camry, but it does happen. The part was not even in our local distribution center. [redacted] was upset and felt that he shouldn’t be charged for the repair. Our service manager Brian spoke with him and they agreed that the customer would pay for the part and we would cover labor (a $210 savings between diagnostic and repair). We also expedited the part (a $25 charge) to our location and did not charge the customer for that either. We provided a complimentary loaner car on the last day (the 23rd of august) when the repair was taking longer than expected, as we had hoped to finish it in the morning. The intermittent failing alternator was the cause of the battery failing, therefore justifying the replacement of both components. The $210 no charge labor for the Alternator more than covers the cost of the battery therefore making it free. The customer picked up the car that evening and was still not satisfied despite our best efforts to alleviate any more financial burdens and mend the relationship between us.” We sincerely appreciate the business Mr. [redacted] and his family have given to us over. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we installed a battery that perhaps was not needed. As you can see we did more than cover the cost of the battery by not charging the $210.00 labor on the installation of the Alternator. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance, please don’t hesitate to call.[redacted]
I am rejecting this response because:[redacted], is a [redacted] who does not understand customer service. He states and insults as he states, he states not once but twice " Its Commonly, it so commonly" Dumbfounding comment from a GM. “At the time of installation we would have swapped the
sensors from his original wheels. It is commonly known that you simply take the
sensors off the old wheels and install them on the new. In fact it is so common that it’s almost like
it is known you have to put air in the tires.
No programming or additional work needed.If it was so common why didn't your employees state or advice me to do what you stated. I told your employees I took my tires to America's Tire Company. Your employees did not even take the sensors out of the car to check what year my sensors where made. Do you have cameras can't you check? My tires are 2015 but the sensors per America's tire company who have 4.7 stars out of 300 reviews stated they did switch them. I went to America's Tire Company and they gave me a bag which contained the old sensors, at the time when I went to Elk Groove as you read from my complaint I just wanted my light indicator off/Reset. Thats all I wanted. I didn't know that they change the sensors they just told me to go to your store to get reset because there is no TMPS reset in my car. How does a GM write a letter to Revdex.com to insults customers, your service center has less then 2.5 stars on yelp, most of the complaints are regarding the service department. I know that they looked at my tires and saw 2015 and did not want to work on it. They did not even tell me that the sensors are mis matched nor the codes are wrong. They didn't say anything all they said its not working. Go ahead [redacted], write me back and insult my intelligence. [redacted]
I am rejecting this response because:Hello [redacted],It looks like we will be going in circles Sir. And I don’t have that 1 paper. And as I said earlier [redacted] said he lost it. You can ask my daughter also. All the rest of the papers are with me. And yes, you are right Ishould have paid more attention to the paperwork and I will from now on. And I will also try my best not to come to your dealership anymore nor send anyone there. I am done with you guys. The only person in loss is me but that’s OK. All you guys got your commissions so that’s that. Apparently being a long time customer doesn't mean anything.Have a blessed day to all of you.
I am rejecting this response because:I inquired about the warranty before the job was started. I then inquired about the warranty after it was completed and was told the job was not covered under the warranty because nails were not covered. While I thought this was a strange response I didn't push back because I thought Toyota did their due diligence in looking up my warranty information. I know that I had a tire warranty because in May of 2017 I got my first flat tire and took the job to Toyota San Francisco where they informed me that the tire was in fact covered. Since going to Elk Grove I've had two more flat tires (with holes) covered by the warranty that I informed Elk Grove of. My tire was repaired in San Francisco twice more in March 2018. So to say that I didn't present the information is false. I did. I took the dealerships word when Elk Grove told me the job wasn't covered. When I questioned what the warranty covered when I went to San Francisco, they informed me that it covered everything except slashed tires. And my tire was not a product of vandalism. So the dealerships mistake should not cost me. If recipets are necessary to show that I've had 3 tires covered under warranty and a timeline of knowing that I asked about the tire warranty when I took it to Elk Grove, I can provide those too. Again, the mistake of the employee who didn't properly look up my warranty shouldn't cost me $145. I've never furnished the warranty when I've gone to San Francisco, they look it up for me. And I purchased the vehicle in Roseville.
I am rejecting this response because: They do not take responsibility for sending me to streets with car that broke down with in few days. It is shame for their service and Toyota that kind of new car broke down 2 times in one week. It is fight for their reputation and they have to feel more responsible for quality of their service, because second failure happened in heavy traffic and for that they have to more responsibility. It is way of ignoring they customers[redacted]
Hi, I am sorry that our customer thinks I was insulting him. That was not my intent, my objective was to educate the customer as to how the system operates. If the light was not on when the customer went in to have the tires swapped and the original sensors were all swapped to the new wheels then it light would not have come on. Our tech spent over 3 hours working on his car and they would not program. We will be happy to refund the charge if that is what he wants. Thank you.[redacted]
Customer [redacted] was attempted to be contacted on May 1,2015, message was left for a return call. Customer returned the call on May 4th,we sent an appointment at his convenience to have the car inspected by our bodyshop service writer for Friday, May 8th. On Friday May 8ththe customer had...
their car inspected and a repair appointment set for the bodyshop with [redacted]. Customer is to receive repairs as discussed and agreedupon along with the a rental car for his use while the repairs are being takencare on. Customer remains satisfied.
Elk Grove Toyota did acknowledge to the customer that our technicians either left the oil cap off or loose causing the cap to fall off when the customer was in for service. The customer returned to Elk Grove Toyota to address the issue of the missing oil cap a couple hundred miles later. Our Service...
Manager informed the customer that this low amount of mileage driven without the oil cap would not harm the engine. We topped off the oil to the proper level, cleaned the engine to remove an oil residue caused by the missing cap and attempted to return the vehicle to the customer. Regarding the revised paperwork, the customers accusations are incorrect. Our Customer Relations Manager went to make copies of the customer's original Repair Order and was gone for a few minutes. The customer felt that during this time we were "revising" paperwork which did not happen. All original paperwork was returned to the customer prior to him leaving Elk Grove Toyota. Refunding the customer the purchase price of the vehicle is not a reasonable resolution to this matter as there is no damage to the vehicle or the engine from the missing oil cap. Elk Grove Toyota fixed the issue and also offered some complimentary services to make up for our mistake and the customer has refused.
Hi [redacted],We brought this vehicle into our inventory with knowledge of a 3/28/2016 registration expiration. Elk Grove Toyota originally purchased this vehicle from Hertz Rent-A-Car and we were unaware of the 2017 registration sticker that was shown on your license plate. We have paid the back...
fees as was discussed with you by our Customer Relations Manager and you were only charged the current registration fees for this vehicle. Regarding the ticket, we are working with Sacramento County to get this resolved as you had the temporary registration in your windshield which should have been sufficient for evidence of registration. Please rest assured that we are working to get ticket paid on your behalf. This was a mistake and we are going to take responsibility for this ticket. Thank you,[redacted]Assistant General Manager
Good morning. This issue has been resolved. We were able to get Toyota to Warranty the sunroof although in their opinion it was not a defect. No worries, all done.[redacted]
I am rejecting this response because:The offer that you want to refund me is dumbfounding. You could have offered me from the beginning but you didnt. My car was at your shop but it was waiting in the service department for at least an hour. The car being in your service department for 3 hours doesn't mean the wait time counts.I know and quite frankly you know that no car that comes in has been seen by a mechanic. We check in and the car waits in the service department or they take it to the back. Remember my family and I bought 5 toyota cars from your dealership. I know for a fact a mechanics didn't touch my car for three hours.What I would like is to get the 60K maintenance and 2 oil changes paid for. [redacted]
First, I would like to sincerely apologize for the mistake made by our Service Department. The trust, safety and well being of our customers is a top priority at Elk Grove Toyota and unfortunately, we failed to live up to our standards in the instance. After inspecting the vehicle, our Shop Foreman...
has confirmed that the vehicle does need a new motor. Our Service Manager is currently working with Toyota to find a new replacement motor that we can install in your vehicle. Please be assured that installing a new motor in your vehicle will be safe and will perform just like a new vehicle coming from the factory. As soon as we have more information regarding the engine replacement, our Service Manager will reach out to you to get this issue resolved. In the meantime, please continue to drive a courtesy rental vehicle and contact us if you have any questions.
Dear [redacted], I apologize for your experience and any inconvenience this may have caused you. With the Tire and wheel protection it is stated under the Tire and Wheel Claim Procedure that the Tire and Wheel Protection documents must be presented to the dealership prior to any repairs. It is our...
understanding that this was not mentioned until after the repairs. After the repairs it was brought to our attention from you the consumer that there was a warranty. The factory warranty does not cover Tire and Wheels. I apologize if there was a miscommunication between a warranty and a tire and wheel protection. We the dealership were not aware of the Tire and Wheel Protection that was purchased by the consumer from another dealership. I have attached a copy of the Tire and Wheel Claim Procedure that is on your Tire and Wheel Protection documentation. We did reach out to the Tire and Wheel Program on your behalf to try to get you refunded. They did decline the claim, due to the fact that you did not present the paper work before the repair. Again I truly apologize for any inconvenience this has caused you. Sincerely, [redacted]
Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
This is from the attached PDF.December 23, 2015Revdex.com of Northern California[redacted]Re: Revdex.com Complaint #[redacted]Good day, We are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion as it is our goal that our...
customers are never confused about what was offered or purchased at our dealership. Mr. [redacted] states that he had an accident with his car and damaged the right side tires and wheels. He asked for a quote for new tires and wheels and that was given to him. I assume that the cost was more that he wanted to pay so he found a used set from a car a year newer than his. He states “I asked them I have extended warranty if I brought tires and rims which are Toyota OEM. They said it would be covered. I found some tires and called Elk Grove toyota and told them what I found. I told them specifically that I found a 2015 Toyota Camry tires and rims. I asked them would this void my warranty or effect my car. They told me it should not because it’s toyota. Thus, I purchased the tires with rims for $1000.00 4 tires and rims.” The answer is yes, we did answer the question correctly. As long as they are Toyota OEM (Original Equipment Manufacturer) hybrid wheels of the same size and undamaged, they will work and not affect the car or void the warranty. Every late model car has tire pressure sensors on the wheels that are programed or matched only to that car. That’s how the car “knows” if a tire is low and then illuminates the tire pressure light. Generally when you buy used tires and wheels they do not come with the tire pressure sensors as they would have been needed and installed back on the original car they came off of. After discussing the situation with the employees involved, I believe we assumed that Mr. [redacted] would be bringing the used tires and wheels to our shop (or any other reputable tire shop) for installation. At the time of installation we would have swapped the sensors from his original wheels. It is commonly known that you simply take the sensors off of the old wheels and install them on the new. In fact it is so common that it’s almost like it is known you have to put air in the tires. No programing or additional work needed. If that step is missed then you have a problem. Mr. [redacted] does not state where he had the tires swapped but the sensors should have been swapped from his original car. Had this been done Mr. [redacted] would not have had any more issues. He did not bring them to us for the work or it would have been done correctly. Mr. [redacted] then obviously had a problem with the tire pressure light being on. I am not sure why he did not go back to the shop that installed them but this time he did bring the car to us. We diagnosed the situation and determined that the original factory sensors were not installed on the car. There was a charge for this time as it was not a Toyota defect that Toyota would be responsible for and therefore the cost would not be covered under warranty. We hope that Mr. [redacted] was able to recover the sensors back from wherever he had the work done so that he does not incur additional cost to replace and or program them. We sincerely appreciate the business Mr. [redacted] and his family have given to us over the years. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we misled or under informed him. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.Sincerely,[redacted]General Manager
8/27/2015 Hi all. I am sorry for the delay but I am at of a loss of wordson where to start. As I expressed in my last response we apologize for anyconfusion and it is our goal that we don’t have any confusion about what wasoffered or purchased by our customers. Mr. [redacted], the documents you are asking to see weregiven to you in my last response (possible you did not open or see that file). FurthermoreI described them in detail along with the figures written on them. If you needme to email them directly I will or you can come by and look at them. In discussing this situation within the last week with themanagers I learned that the General Sales Manager had a phone conversation withyou about the figures. The following is his statement;To Whom It May Concern: I received a phone call from Mr. [redacted] after his purchase. He had questions abouthis contract. He said he didn’t get the agreed upon price for the car hepurchased. I walked Mr. [redacted] through his sales contract and let him know histotals. Mr. [redacted] explained to me that he understood what I was explaining, butthat Vince and Jim [redacted] promised something different. I pulled the fileand let Mr. [redacted] know that all of the numbers were clearly shown to him inwriting prior to him signing his contract. He let me know that he didn’t reallylook at them because he “believed” that Vince and Jim had a differentunderstanding. I let Mr. [redacted] know that I would have Jim [redacted] give him acall, and he said that would be fine. Mr. [redacted] then contacted Mr. [redacted] anddiscussed the matter in detail. Sincerely, [redacted] General Sales Manager Elk Grove Toyota 08/26/2015Mr. [redacted], there are many ways to show figures to a customer.We believe the proposals that we use have the most accurate information and arecertainly the most transparent to a customer. They are computer generated (nothand written) and show a full breakdown of all prices, taxes and fees that arecharged in a typical sales transaction. This grand total is the amount that youwould write a check for or finance. This amount is commonly called the “out thedoor” figure.I have personally interviewed the salesperson, the salesmanager, the finance person and the general sales manager and they all have thesame understanding on the figures. That understanding is that after showing youour proposal you asked for us to get to $21,975.00 to be financed (out thedoor) and that is what we did. Once again, it is exactly $2,000 below the firstsales proposal given to you. We also have one more form that you sign beforethe contract is executed, it is called a pre contract disclosure. This form too(that you signed) has the same amount of $21,975.00 on it. The employees tell me that it appears that you were totallyhappy with your purchase until a day or 2 after the sale when your son took alook at the numbers and thought he could have gotten a better deal for you. As Imentioned in the last correspondence to the Revdex.com Mr. [redacted] then called in to Jim[redacted] with this information and expressed a desire to get a lower price.Mr. [redacted] told him we are sorry but we don’t renegotiate contracts. In closing we are sorry that you feel taken advantage of. Thatis why we use the printouts to communicate the offer to you. You state that youreally didn’t pay attention to them, we wish you had as that was the basis forour transaction. You state that all you wanted was a fair deal. I am confident thatthat is what you got. Please call if any you have any other questions. [redacted]
We are in receipt of Mr. [redacted] complaint. We apologize for any confusion as it is our goal that our customers are never confused about what was offered or purchased at our dealership This response is from our service department. “[redacted] 2013 Camry was initially towed in on 08/16/2016...
in the evening. When I spoke to [redacted] he stated that the steering wheel light with an exclamation point came on when driving and he was having difficulty steering. He turned the car off and it would not turn back on. Upon inspection we found that the battery was at 29/582 amps. We did not see exclamation point light on instrument cluster. We replaced battery, test drove, rechecked battery and everything was ok. No lights were on, alternator or steering wheel light. We did not charge customer any diagnostic fee for this service; we felt it unnecessary and wanted to provide better customer satisfaction since all indications pointed towards the issue being related to the battery. All we charged the customer was for the battery and installation. The total charge was $135.26. The customer returned on the 20th of August stating the vehicle lost power steering and then shut off. I told [redacted] that I would not charge him for the diagnostic to look at the car again. After inspection the following day, we found that the alternator was failing. An uncommon occurrence for a 2013 Camry, but it does happen. The part was not even in our local distribution center. [redacted] was upset and felt that he shouldn’t be charged for the repair. Our service manager Brian spoke with him and they agreed that the customer would pay for the part and we would cover labor (a $210 savings between diagnostic and repair). We also expedited the part (a $25 charge) to our location and did not charge the customer for that either. We provided a complimentary loaner car on the last day (the 23rd of august) when the repair was taking longer than expected, as we had hoped to finish it in the morning. The intermittent failing alternator was the cause of the battery failing, therefore justifying the replacement of both components. The $210 no charge labor for the Alternator more than covers the cost of the battery therefore making it free. The customer picked up the car that evening and was still not satisfied despite our best efforts to alleviate any more financial burdens and mend the relationship between us.” We sincerely appreciate the business Mr. [redacted] and his family have given to us over. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we installed a battery that perhaps was not needed. As you can see we did more than cover the cost of the battery by not charging the $210.00 labor on the installation of the Alternator. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance, please don’t hesitate to call.[redacted]