Burdick Toyota

I spoke with Ms [redacted] about her complaint against Burdick Toyota-Scion in regards to her experience with our business office and the loan approval process for her new [redacted] Her main complaint was that our Business Manager was not as transparent as she would have expected in regards to approval with difference finance sourcesWe did ultimately obtain financing for her through her first choice of Bank/Credit UnionShe did, however; want to make sure that we were aware of what had transpired with the Business officeShe did go on to point out to me that her transaction and her sale consultant had been fabulous until that pointI apologized again and stated that we would address the concern with all of our finance and sales managersIt is our goal and business structure to be totally ethical and transparent with each of our transactionsWe have always, and will continue to strive to maintain that business model with each customerMs [redacted] stated that the purpose of the alert was to inform me that this might happen to others in the automotive business in generalWe have not had this issue, and have not been accused of this in the pastSincerely, Michael CGeneral Sales Manager Burdick Toyota-Scion

This complaint is in regard to service performed to the air conditioning system of a vehicle that is registered to [redacted] ***After reviewing the information regarding this situation this is a synopsis of the events leading up to now• 05/28/8:AM: The vehicle was checked in for service The services requested were diagnosis of the air conditioning system because it was blowing warm air, additional services that were requested were recalls, a limited service campaign and maintenance check up with oil change• 05/28/9:00AM: Our technician brought the vehicle into the shop to perform the requested servicesHe performed the diagnostic checks to the air conditioning systemAfter an initial visual examination it was found that the air conditioning compressor was not being commanded by the computer system to turn on when the system was turned on by the techThe technician then continued with the diagnostic routine listed in the [redacted] service manualThe next step in diagnosis was to connect the [redacted] diagnostic unit to the vehicleWith this unit the operation of the computer control system can be checked, monitored and the technician can manually command system functionsUpon completing an initial scan of the system it was found that the air conditioner amplifier control (computer) would not communicate and would not functionWithout function of this key controller further system operational commands could not be actuatedThe technician recorded the electronic data that was obtained and continued with a pinpoint diagnosis of the wiring harnesses involved to be sure that a wiring issue was not causing the problemAfter checking the wiring it was found to be in order and not causing the problemAfter reviewing all of the diagnostic data we made the diagnosis that the air conditioner amplifier (computer) would not function and needed to be replacedAfter replacing this unit further diagnosis could be done when the system would functionOur findings were discussed with the customer and an estimate was given for the diagnosis and amount to replace the air conditioner amplifierThe repairs were authorized the part had to be special ordered because we did not have it in stockWe ordered the part and scheduled an appointment for Monday June for the customer to return06/01/2015: The customer returned with the vehicle and left it to have the special ordered part for the air conditioner amplifier (computer) to be installedOur technician installed the partThe new part installed was totally functionalThe technician connected the [redacted] diagnostic unit to the vehicle to check the air condition system functionsThe technician could clearly see that the new computer was communicating with the diagnostic unit and was able to send commands to other air conditioning componentsThe diagnostic unit was not reading that the air conditioner compressor was not showing a proper reading at the internal flow sensor inside the air conditioner compressorThis diagnostic data could not be seen before the air conditioner amplifier (computer) was replaced because without the air conditioner computer functioning there was no way to prove out the rest of the air conditioner system componentsThe technician concluded based on data from the on board computer, the [redacted] diagnostic unit and [redacted] service manuals that the compressor flow sensor would also need to be replacedThis sensor is an integral part of the air conditioner compressor and is not serviced separatelyThe customer was given an estimate of the additional repairs neededThe customer authorized the additional repairsThe compressor was replacedThe system functions were rechecked and deemed repair quality confirmedThe vehicle was returned to the customer in working order.07/03/2015: [redacted] came to the dealershipHe spoke with the assistant service managerHe told her that he had taken his vehicle to another shopAt this other shop he requested that they reinstall the old air conditioner amplifier (computer)After the reinstallation of the old part the other shop said that it is working fineMr [redacted] requested that we refund him the amount of the part and labor involvedThe assistant service manager told him that she would convey this information to the service manager07/06/2015: The service manager began an investigation into the situationA thorough review and examination of the diagnostic steps and process was doneAn additional request was made to a [redacted] Field Technical specialist to review the diagnostic data electronically recorded during the [redacted] connections to the vehicle.After this review by service management and by the [redacted] Field Specialist it was concluded that the air conditioner amplifier has an intermittent internal faultWhich may have to do with the programming and/or software in the moduleRemoving this module this module could have temporarily got it working again but the probability is that it will fail again under the correct circumstancesSummary: Before we could finish our investigation process Mr [redacted] filed the complaint with the Revdex.com 07/08/We feel that our diagnostic processes and steps taken in this matter were true and accurateOur diagnosis was reviewed and confirmed by a [redacted] Field Technical specialistThe old air conditioner amplifier part that was reinstalled will probably failBurdick Toyota and [redacted] Motor Co would like to offer to this customer that we reinstall the new air conditioner amplifier in the customer's vehicleThe [redacted] field technical specialist would like to recover the old part for submission to [redacted] engineering for review and analysis for product improvementIn exchange a goodwill reimbursement will be provided to the customer for the part and labor plus tax that was charged for replacementThis proposal was presented to the customer 07/13/The customer has agreed to this and has an appointment to have this exchange done 07/15/After the exchange is completed a diagnostic health check will be done to confirm vehicle operationThe old part will be returned to the manufacturerThe manufacturer is also considering some good will assistance for the consumer toward the air conditioner compressor replacementThe decision for good will assistance for the air conditioner compressor replacement is still under review and the decision has not been made yetSincerely, [redacted] Service Manager Burdick Toyota

Revdex.com received the following response from the consumer on behalf of the business: I would like to update you in regards to the above complaint that I filed against Burdick Lexus/ToyotaThey have addresses all of my concerns and went above and beyond to make me a Happy [redacted] owner once again!! [redacted]

I am writing in response to the Revdex.com Complaint ID [redacted] , issued by [redacted] ***We have made several attempts to contact Mr [redacted] since receiving your letter on February 19, stating he still had concernsMr [redacted] has not returned our callsSincerely, Kelly PPresident

Burdick ToyotaEast Circle DriveCicero, NY [redacted] ***11/17/2015This letter is to answer the consumer complaint filed by [redacted] ,Complaint: # [redacted] .After reviewing the information regarding this situation this is a synopsis of the events leading up to now• 04115/: [redacted] came to our service department for serviceAt that time he requested an oil and filter change and an oil consumption test begun for apossible oil consumption issue and a safety recall be performed that concerned the power window switchAll of these services were performed and the vehicle wasreturned to the customerDuring that service visit there was no mention of a concern with the driver's sun visor• August 2015: [redacted] stopped in the service department and had a concern with the driver's sun visor that would not stay in the up positionHe indicated thathe had received a letter from Toyota Motor Co that would cover replacement of the sun visor at no chargeOur service advisor reviewed the letter presented bythe customerI have attached a sample copy for reviewThe letter which was mailed to customers in August stated that Toyota had received reports thatsun visors in some of these vehicles may rotate downward and not stay in the full up positionIn the letter it stated that the original warranty coverage for thisproblem was months or mile which ever occurred first however based upon customer satisfaction that Toyota Motor was extending the coverage for thisconcern to years from original date of first useAccording to our records and Toyota's records this vehicle's date of fi rst use was 09/15/With thisinfonnation it was determined [redacted] vehicle was illegible for the sun visor replacement under this customer satisfaction program issued by ToyotaThecustomer expressed his dissatisfaction with this determinationWe informed the customer that we would contact Toyota and see if they would make an exceptionfor him.• September 2015: We initiated a request to Toyota for a good will request to replace the driver's sun visorAfter waiting several weeks for a response, this• request was deniedWe made a second request to Toyota asking for reconsideration of good will assistance toward the sun visor replacementAfter waiting for several days it was again denied.• October 2015: I contacted [redacted] and discussed our efforts to get this sun visor replacement covered with Toyota goodwill assistanceI also informed him that they had denied good will coveragefor this concern because it had already exceeded the limits of the customer satisfaction program that they had already issuedHe expressed his dissatisfaction with this decisionIn the interest of his satisfactionI offered to him that Burdick Toyota would provide assistance in lieuof Toyota's not assisting with this concernThe assistance offer was a substantial discount on the price of the part and no charge for the labor to install the part.Burdick Toyota's assistance offer would have resulted in the customer repair cost to be around $plus sales taxThe customer did not accept our offer at that time.• [redacted] then contacted the Customer Experience Center at Toyota in Torrance, CaHe expressed his dissatisfaction to them about this situation andthe decision that was madeAccording the information we have they also denied good will assistance for this concern.Summary: We made an attempt to resolve the customer's concern The vehicle warranty was months or 36,miles for this concernThe vehicle manufacturer did howeverrecognize a concern with this sun visor and issue a customer satisfaction program with limitationsThe limitation of this program was years from the date of first useThe dateof first use for [redacted] vehicle was 09/15/His vehicle was ineligible for this program after 09115/Burdick Toyota then made several requests to Toyota for goodwill consideration outside the limits of the customer satisfaction programThese requests were denied by Toyota Motor CoBurdick Toyota then made a goodwill assistance offerof its own in the interest of customer satisfactionIn the interest of customer satisfaction Burdick Toyota still stand by our original offer of assistance to the customer as outlinedabove.Sincerely,Service Manager

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I would like to update you in regards to the above complaint that I filed against Burdick Lexus/Toyota. They have addresses all of my concerns and went above and beyond to make me a Happy [redacted] owner once again!! Regards, [redacted]

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 spoke to Mr*** ***, the Complainant, on September 30, at
10:am, regarding his complaint against Burdick Toyota-Scion in regards to his experience with the warranty that he had purchased and the follow up regarding a refund of
this warrantyHis frustration stems from the
warranty
company not responding to him regarding his refund on his service contract, and Burdick Toyota not communicating with him that the warranty company is out of businessHis calls did not get returned in a timely manner, along with emails stating that his claim was declined by the source handling the claimHe would
like his full $1,refundWe
certainly obliged, apologized, and will forward
his refundMichael CGeneral Sales Manager BurdickToyota-Scion

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.]
Its a simple fix that has been made ridiculously difficult$to fix a spring in a sun visor? Please....In the time it took to reply to the Revdex.com complaint they could have fixed the problem If there is nothing else they can do I will do my best to make sure everyone knows how Burdick Toyota and Toyota treated the matterIf they can't fix it for free I will at least do my best to make sure everyone else understands their customer service
Regards,
*** ***

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, *** ***

February 13, 2018ID #***To Whom it may concern, In response to Mr**’s complaintI have spoken with the customer at length about his concernI explained had we been made aware immediately we would have rectified the concern before the car even left the lot and I apologized this was
missed during the prepThe vehicle was driven miles before returning to complain about the situationMr** was provided with a complimentary loaner vehicle while we diagnosed his vehicle on February 2, We removed the shipping spacers and inspected to ensure no physical damage was done by the spacers being left in, which there was no damage notedI contacted the customer and offered to road test with him to ensure his satisfactionI also offered to deliver the vehicle back to him and he declinedSince receiving this complaint I have worked out a resolution with the customer for his dissatisfaction and he has acceptedThank youDavid ***Service Manager Burdick BMW

I am writing in response to the Revdex.com Complaint ID ***, issued by *** ***Based on the information provided we are responding to vehicle *** *** VIN#*** that we have under customer name *** ***. In addition, this complaint was sent to the wrong companyThe
vehicle was service by Burdick BMW, not Burdick ToyotaOn 10/26/the vehicle was towed to our dealership*** *** stated the vehicle would not startOn 10/27/it was diagnosed that the vehicle would not crankThis was verified by testing voltage at the electric starter motorThe function of the electric starter motor is to crank the gas engine over to be startedAt this time an estimate to install a new starter motor was approvedAfter installation of the starter, the motor would crank, but the gas engine would not runThe technician upon further inspection determined that during a previous repair, which had been done elsewhere, a fuel line was left unattached to the fuel pumpAs a courtesy our technician reattached this line and test drove the vehicle and verified the vehicle would start and runOn 11/02/the vehicle was towed back into our dealership with a no start concernOn 11/04/our service technician could not duplicate the no start concern and recommended to completely remove the fuel pump, to test the pump and check for proper installationEstimate of $was approved by the customerAfter completion fuel was added to the vehicle and a mile test drive was performedThe vehicle was picked upon 11/4/and driven until 11/11/On 11/11/15, the customer called and had broken down againBurdick BMW paid to tow the vehicle back to the dealershipThe vehicle started right up and was road tested with no issues for milesAt this point the engine cut out with no fuelAfter many hours of diagnostics and test drives our technician removed the fuel pump and found inside the fuel tank a fuel regulator hose was damaged during the attempted repair on the fuel pump (done elsewhere)The vehicle runs until the fuel level is below the punctured fuel line and then vehicle will stop runningThis fuel line is inside of the fuel tankThe recommendation is to install a new fuel tank as this line does not come as a separate part from ***The estimate of $to install the fuel tank was declinedThe vehicle was then picked upA no crank concern and drivability concern are completely separate problemsOur initial repair to the car was to get the engine to crank over, which the vehicle has done consistently since the starter replacementWe stand behind this repair with a two year unlimited mileage warrantyIt is our understanding the vehicle currently will crank, and with the fuel level above the damage to the punctured hose (caused from previous repair) also will runCurrently we have a balance of $that the customer has not paidWe also paid for the tow on 11/11/If the customer would like to have the repairs done we can offer a 10% discount off parts and laborSincerely, Dave LService Manager Burdick BMW

To Whom It May Concern We contacted our *** representative upon receiving this complaint and obtained permission from them to replace Mrs***'s brake pads and rotors under warranty as a goodwill gesture from ***. Mrs*** brought the vehicle into Burdick *** for this
repair on March 30th and a loaner vehicle was provided while her vehicle was repaired. A copy of the repair invoice is attached. Mrs*** picked up her vehicle that same day and as of the time of this letter the vehicle is repairedFollwill be on going to assure there are no issues. SincerelyKelly *** Controller

We have received your letter regarding *** *** (claim #***)Below is our response and what has transpired since the complaint to resolve the issues that the customer has stated Mrs*** purchased a used *** *** on January 14, from Burdick LexusAs stated in her letter she has concerns about the exhaust system, the stereo system, the floor mats, and the warrantyWe asked that she bring the vehicle to us in order to determine if repairs were neededShe brought the vehicle in on January 28th for service and it was determined that the exhaust system is in proper working order and that the speakers are also in proper working orderWe provided her with a new set of all weather mats that are for her vehicle make and model, and touched up the hood chipsMrs*** came and picked up her vehicle on 2/1/I met with her briefly as she did not have time availableI told her it was out intention to address her concerns and that if she was not satisfied that I would have the service manager drive the vehicle with her, to address the exhaust and radio concerns and that we would be willing to paint the hood of the vehicle if the touch up did not meet with her approvalI asked that she call me with a convenient time that we might sit down and discuss her concerns, and she agreed to call meI received a message from her that same day that she was free to meet the following dayWe met on 2/2/and discussed her optionsMrs*** stated that she was just not happy with the vehicle and even with painting the hood she would not be happyShe stated that she should not have bought the vehicle and that she didn't know why she hadI agreed to assist her with purchasing another vehicle, and trading her out of the ***We were able to agree on a price for leasing a new ***
*** on 2/4/The resolution meets with Mrs***'s approvalIf you have any further concerns I can be reached at ###-###-#### or by e-mail at ***@***.comSincerely, Kelly C

I am writing in response to the Revdex.com Complaint ID [redacted], issued by [redacted]. This issue has already been resolved. Before receiving this complaint we contacted the customer to let him know that the repair would be covered 100%. In addition, this complaint was sent to the wrong company. The...

vehicle was service by Burdick BMW, not Burdick [redacted]. Sincerely, Kelly P. President

Revdex.com received the following response from the consumer on behalf of the business: I would like to update you in regards to the above complaint that I filed against Burdick Lexus/Toyota. They have addresses all of my concerns and went above and beyond to make me a Happy [redacted] owner once again!!  ...

[redacted]

Burdick Toyota594 7 East Circle DriveCicero, NY 1 3039[redacted]11/17/2015This letter is to answer the consumer complaint filed by [redacted],Complaint: # [redacted].After reviewing the information regarding this situation this is a synopsis of the events leading up to now. •...

04115/20 15 : [redacted] came to our service department for service. At that time he requested an oil and filter change and an oil consumption test begun for apossible oil consumption issue and a safety recall be performed that concerned the power window switch. All of these services were performed and the vehicle wasreturned to the customer. During that service visit there was no mention of a concern with the driver's sun visor. • August 2015: [redacted] stopped in the service department and had a concern with the driver's sun visor that would not stay in the up position. He indicated thathe had received a letter from Toyota Motor Co that would cover replacement of the sun visor at no charge. Our service advisor reviewed the letter presented bythe customer. I have attached a sample copy for review. The letter which was mailed to customers in August 2012 stated that Toyota had received reports thatsun visors in some of these vehicles may rotate downward and not stay in the full up position. In the letter it stated that the original warranty coverage for thisproblem was 36 months or 36.000 mile which ever occurred first however based upon customer satisfaction that Toyota Motor was extending the coverage for thisconcern to 7 years from original date of first use. According to our records and Toyota's records this vehicle's date of fi rst use was 09/15/2006. With thisinfonnation it was determined [redacted] vehicle was illegible for the sun visor replacement under this customer satisfaction program issued by Toyota. Thecustomer expressed his dissatisfaction with this determination. We informed the customer that we would contact Toyota and see if they would make an exceptionfor him.• September 2015: We initiated a request to Toyota for a good will request to replace the driver's sun visor. After waiting several weeks for a response, this• request was denied. We made a second request to Toyota asking for reconsideration of good will assistance toward the sun visor replacement. After waiting for several days it was again denied.• October 2015: I contacted [redacted] and discussed our efforts to get this sun visor replacement covered with Toyota goodwill assistance. I also informed him that they had denied good will coveragefor this concern because it had already exceeded the limits of the customer satisfaction program that they had already issued. He expressed his dissatisfaction with this decision. In the interest of his satisfactionI offered to him that Burdick Toyota would provide assistance in lieuof Toyota's not assisting with this concern. The assistance offer was a substantial discount on the price of the part and no charge for the labor to install the part.Burdick Toyota's assistance offer would have resulted in the customer repair cost to be around $70.00 plus sales tax. The customer did not accept our offer at that time.• [redacted] then contacted the Customer Experience Center at Toyota in Torrance, Ca. He expressed his dissatisfaction to them about this situation andthe decision that was made. According the information we have they also denied good will assistance for this concern.Summary: We made an attempt to resolve the customer's concern.  The vehicle warranty was 36 months or 36,000 miles for this concern. The vehicle manufacturer did howeverrecognize a concern with this sun visor and issue a customer satisfaction program with limitations. The limitation of this program was 7 years from the date of first use. The dateof first use for [redacted] vehicle was 09/15/2006. His vehicle was ineligible for this program after 09115/2013 . Burdick Toyota then made several requests to Toyota for goodwill consideration outside the limits of the customer satisfaction program. These requests were denied by Toyota Motor Co. Burdick Toyota then made a goodwill assistance offerof its own in the interest of customer satisfaction. In the interest of customer satisfaction Burdick Toyota still stand by our original offer of assistance to the customer as outlinedabove.Sincerely,Service Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to update you in regards to the above complaint that I filed  against Burdick Lexus/Toyota. They have addresses all of my concerns and went above and beyond to make me a Happy [redacted] owner once again!!
Regards,
[redacted]

I am writing in response to the Revdex.com Complaint ID [redacted], issued by [redacted]. We have made several attempts to contact Mr. [redacted] since receiving your letter on February 19, 2016 stating he still had concerns. Mr. [redacted] has not returned our calls. Sincerely, Kelly P. President

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.
Regards,
[redacted]