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 2015 [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 sources. We did ultimately obtain financing for her through her first choice of Bank/Credit Union. She did, however; want to make sure that we were aware of what had transpired with the Business office. She did go on to point out to me that her transaction and her sale consultant had been fabulous until that point. I apologized again and stated that we would address the concern with all of our finance and sales managers. It is our goal and business structure to be totally ethical and transparent with each of our transactions. We have always, and will continue to strive to maintain that business model with each customer. Ms. [redacted] stated that the purpose of the alert was to inform me that this might happen to others in the automotive business in general. We have not had this issue, and have not been accused of this in the past. Sincerely, Michael C. General Sales Manager Burdick Toyota-Scion

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  There was absolutely no offer for help me with any kind of transportation despite the fact that poor repair job was done initially collision manager BEN H[redacted] OFFERED NO HELP TILL HE FELT LIKE I WAS UPSET  and obviously having kept the car for more than a month . Had to spend additional money to get the car fixed RIGHT . I called chuck the manager many times to discuss and lodge a complaint but he never returned my call I also emailed mike the general manager who again failed to respond . First the car was kept for a long time poor repair was done I had to spend more money to get it fixed there were improper repairs done . I tried my best to contact higher up at the dearlership and NO ONE returned my call several attempts made  also emailed the general manager . Whatever argument t[redacted] place the higher ups at burdick had no interest in addressing my concerns 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.  However, I am still waiting for Burdick to make the final decision on when to send me the refund. This may happen by the end of October. While I am waiting for the result, I want to keep this case open.
Regards, 
[redacted]

Belter Business BureauAttn: [redacted]100 Bryant Woods SouthAmherst, NY 14228[redacted],This letter is to answer the consumer complaint filed by [redacted]. We wish that our response would have been sooner. Unfortunately the complaint was directed to the wrong Burdick...

dealership by the Revdex.com.After reviewing the information regarding this situation this is a synopsis or the events leading up to now.• 01/21/15: [redacted] came to our collision department. His vehicle was involved in a front end collision. He had an estimate from his insurance company which included a damage appraisal that was done by the insurance company's adjuster. We reviewed the information and made arrangements to have the repairs completed. This involved ordering the necessary parts and setting up an appointment for the work to be done.• 02/27/2015: The repair work on [redacted]'s vehicle was begun. During the beginning phases it was discovered that the insurance appraiser underestimated the needed repairs. There was mueh hidden damage that was not seen by the insurance appraiser. Some of this hidden damage that was round was from the vehicle being involved in a previous accident and being improperly repaired elsewhere. The front bumper trim was glued and bonded to the bumper and not removable. Some pans were held in place with wood screws and putty. • 03/05/15: We contacted the customer's insurance company and negotiated with them to provide for these additional repairs and items that were not related to the current accident. After much negotiation with the insurance they agree to provide coverage for these additional items. • 03/06/15: During a conversation with [redacted] he disclosed that be had recently purchased this vehicle from another BM W dealer in Rochester, NY. He also stated that he was told by the other. dealership that the vehicle was never involved in an accident and that it has a clean Car-Fax Record. [redacted] expressed that he was extremely unhappy with that dealership and that he was told several untruths about his vehicle from where he purchased it.• 03107115: Additional parts needed for repairs were ordered and the repair process continued.• 04/20/2015: Vehicle repairs were completed and the customer was called to notify him of the completion.• 04/22/ 15: The customer called and made arrangements to come in and pick up the vehicle He said he would arrive between 5:30PM and 6:00 PM.• 04/22115: The customer arrived and picked up his vehicle. We went over the repair with him and he was pleased when he picked it up. • 04/28/15: The customer slopped in and spoke with Ben in the collision department. He pointed out a concern with the driver's side head lamp washer nozzle. It appeared that this part had shifted out o f position. The  repair would take an hour or so to take care of. Ben scheduled an appointment for the customer to drop off his vehicle in the morning at 7:30 AM May 1,st. The customer agreed to leaving the vehicle fror the day and he would take our shuttle to get to where he needed to be. The customer was told the shuttle makes 2 trips one at 7:30 AM and one at 8:30 AM.• 05/02115: The customer arrived for his appointment at 8:45 AM. He had missed the opportunity to use the shuttle to get a ride home. We began to work on the concern with his vehicle right away. The customer began to act very hostile and yelling at the manager. The manager tried to defuse the situation and offered the customer a ride to where he needed to be. The customer behaved in an irate manner and storm out saying that he would just go and get a car. He returned  several minutes and demanded his vehicle back. The technician had started working on the customer's concern with the head lamp washer nozzle. The techician stopped work and reassembled what he had begun. We asked him him if he would want to reschedule the work but he never responded. He then left with his vehicle.Summary: We made an attempt to resolve the customer' s concern in a timely manner. The customer did not give us ample time to resolve his concern. We have no record of the customer attempting to contact after 0510211 5 to make arrangements to resolve his concern. We pride ourselves with the quality of our workmanship and are always happy to resolve any repair quality issue with our customers. We feel that is was unnecessary for this customer to seek assistance for his concerns elsewhere. We would have been happy to address any quality of repair issue he presented. Sincerely,Chuck G[redacted]Service ManagerBurdick Toyota

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. • 05/28/2015 8:18 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 2 recalls, a limited service campaign and maintenance check up with oil change. • 05/28/2015 9:00AM: Our technician brought the vehicle into the shop to perform the requested services. He performed the diagnostic checks to the air conditioning system. After 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 tech. The technician then continued with the diagnostic routine listed in the [redacted] service manual. The next step in diagnosis was to connect the [redacted] diagnostic unit to the vehicle. With this unit the operation of the computer control system can be checked, monitored and the technician can manually command system functions. Upon completing an initial scan of the system it was found that the air conditioner amplifier control (computer) would not communicate and would not function. Without function of this key controller further system operational commands could not be actuated. The 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 problem. After checking the wiring it was found to be in order and not causing the problem. After reviewing all of the diagnostic data we made the diagnosis that the air conditioner amplifier (computer) would not function and needed to be replaced. After replacing this unit further diagnosis could be done when the system would function. Our findings were discussed with the customer and an estimate was given for the diagnosis and amount to replace the air conditioner amplifier. The repairs were authorized the part had to be special ordered because we did not have it in stock. We ordered the part and scheduled an appointment for Monday June 1 for the customer to return. 06/01/2015: The customer returned with the vehicle and left it to have the special ordered part for the air conditioner amplifier (computer) to be installed. Our technician installed the part. The new part installed was totally functional. The technician connected the [redacted] diagnostic unit to the vehicle to check the air condition system functions. The technician could clearly see that the new computer was communicating with the diagnostic unit and was able to send commands to other air conditioning components. The 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 compressor. This 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 components. The 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 replaced. This sensor is an integral part of the air conditioner compressor and is not serviced separately. The customer was given an estimate of the additional repairs needed. The customer authorized the additional repairs. The compressor was replaced. The system functions were rechecked and deemed repair quality confirmed. The vehicle was returned to the customer in working order.07/03/2015: [redacted] came to the dealership. He spoke with the assistant service manager. He told her that he had taken his vehicle to another shop. At 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 fine. Mr. [redacted] requested that we refund him the amount of the part and labor involved. The assistant service manager told him that she would convey this information to the service manager. 07/06/2015: The service manager began an investigation into the situation. A thorough review and examination of the diagnostic steps and process was done. An 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 fault. Which may have to do with the programming and/or software in the module. Removing this module this module could have temporarily got it working again but the probability is that it will fail again under the correct circumstances. Summary: Before we could finish our investigation process Mr. [redacted] filed the complaint with the Revdex.com 07/08/2015. We feel that our diagnostic processes and steps taken in this matter were true and accurate. Our diagnosis was reviewed and confirmed by a [redacted] Field Technical specialist. The old air conditioner amplifier part that was reinstalled will probably fail. Burdick Toyota and [redacted] Motor Co would like to offer to this customer that we reinstall the new air conditioner amplifier in the customer's vehicle. The [redacted] field technical specialist would like to recover the old part for submission to [redacted] engineering for review and analysis for product improvement. In exchange a goodwill reimbursement will be provided to the customer for the part and labor plus tax that was charged for replacement. This proposal was presented to the customer 07/13/2015. The customer has agreed to this and has an appointment to have this exchange done 07/15/2015. After the exchange is completed a diagnostic health check will be done to confirm vehicle operation. The old part will be returned to the manufacturer. The manufacturer is also considering some good will assistance for the consumer toward the air conditioner compressor replacement. The decision for good will assistance for the air conditioner compressor replacement is still under review and the decision has not been made yet. Sincerely, [redacted] Service Manager Burdick Toyota

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.
I will not take my car to the Brudick BMW dealership for service any more. The issues with my BMW are still un resolved, however I do not trust them touching my vehicle. Since I already paid to have this issue repaired, I believe that Burduck BMW or BMW should refund me for getting my vehicle repaired at a reputable auto repair service.  
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]