Burien Toyota Scion

Thank you very much for purchasing from Burien Toyota and continuing to use our service departmentBecause I am out of the office I asked our new Service Manager, Tom M [redacted] to contact youI would like to apologize on behalf of Burien Toyota and especially your service advisor and our service team for not providing the great service we strive to produce and you deserve I spoke to Tom and he informed me you had received your service records to take to another service facility as was your requested solution Although we have always worked to provide top quality service, our new Service Manager Tom M [redacted] a welcome addition to Burien Toyota team, is committed to improve our service quality and consistencyTom brings with him, many years of award winning Toyota experience and I am confident we will continue to improveWhy do I mention this? Because we want to keep you as a customer and show you we can be betterWE would appreciate another opportunity to serve you Thank you, Pat D [redacted] Burien Toyota General Manager 206-243-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ? and find that this resolution is satisfactory to me I have personally spoken with Burien Toyota's General Sales Manager Ted K [redacted] and General Manager Pat DillonI am very appreciative of MrK [redacted] for going above and beyond to listen to my complaints, thoroughly review what actually happened and come up with a resolution that works for both Burien Toyota and myselfFrom the beginning, I have only asked that the work promised to be done be completed and with the help of MrK [redacted] , this finally happenedI regret that the complaint had to be taken this far, but believe that with MrK [redacted] and MrDillon's guidance, similar problems should not arise with other customers.? I would also like to commend Service Advisor Kathleen for taking the time to follow up and provide accurate information regarding vehicle care after the windshield replacement.? Thank you again to MrK [redacted] and MrD***.?

Revdex.com: This complaint is closedThank you! ? [redacted]

Complaint: [redacted] I am rejecting this response because:I received another unsolicited junkmail from you ([email protected]) todaySeems like I'm subscribed to get more communications now that I submitted this complaint.Sincerely, [redacted] ***

[redacted] ***, ? The Last time [redacted] and I spoke on the phone we discussed what had been done to correct the problemWe put all of the corrections we could think of in place and we believed the emails would stopI also asked, that if any additional emails were received to please contact me directly and I would address the situation immediately and work toward a solutionI gave him my cell phone number [redacted] received additional emailsI again apologize, however we are tryingThis time I asked [redacted] to forward me the emails he received and he sent me threeTwo were from our service follvendor and one was direct from ToyotaWe are tracing why and will make them stopNow that we know one is from Toyota Motor Sales USA I have more informationIn order to stop email communication from the manufacturer you must do it directly with ToyotaThe Toyota customer service phone number is 800-331-I will continue to handle this myself until it is corrected***, if you receive any additional emails please email them to meWe thought we had this fixed, and will continue until it is ? Pat D [redacted] General Manager Burien Toyota

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I have personally spoken with Burien Toyota's General Sales Manager Ted K [redacted] and General Manager Pat DillonI am very appreciative of MrK [redacted] for going above and beyond to listen to my complaints, thoroughly review what actually happened and come up with a resolution that works for both Burien Toyota and myselfFrom the beginning, I have only asked that the work promised to be done be completed and with the help of MrK [redacted] , this finally happenedI regret that the complaint had to be taken this far, but believe that with MrK [redacted] and MrDillon's guidance, similar problems should not arise with other customersI would also like to commend Service Advisor Kathleen for taking the time to follow up and provide accurate information regarding vehicle care after the windshield replacementThank you again to MrK [redacted] and MrD***

From: [redacted] < [redacted] @gmail.com> Sent: Saturday, March 31, 2:PM To: Complaints Subject: Update on my Revdex.com claim [redacted] Burien Toyota has now given me a full refundThey called me on Tuesday and I picked up a check on ThursdayI am so glad that they followed through, but wish it hadn't taken months and help from Revdex.com to get them to do somethingThank you for your assistance!! ***

Subject: RE: Revdex.com COMPLAINT # ***
*** *** ***
Mr***I apologize, I did not see this complaint come in from the Revdex.comRegarding the complaint: First I would like to apologize and have done so with Mr*** myself for the errors made in addressing his concerns properlyTed
K***, our General Sales Manager worked out the details with Mr***He got the Senior Representative from Auto Trim Design (installed the Chop Protect) involved and Mr*** understands that the protection film has to cover many vehicle body lines and that small imperfections in the film like the one on his vehicle typical and that an absolutely perfect fit is not possibleBecause the imperfection was very tiny Mr*** approved keeping it in tact on his vehicle as it wasAt the time of the complaint, his new windshield was on orderWhen it came in he was contacted for an appointment and had it installedIn both cases our lack of prompt and continuous communication with Me *** was lackingThe vehicle was sent to Auto Trim Design (ATD) to look at replacing the Chip protect on The front bumper so the paper work said Replace itWhen ATD told us it would not cure the problem we never changed the paperwork so everyone he talked to said it was replaced when it had not beenWe have addressed with staff that updating paperwork is critical to correct customer communication by all and that is must be doneAlso, that when parts are on order, our process for updating the customer must be followedAgain, I apologize we fell down with this customer and hope our efforts to rectify the problem have been successfulIn my last conversation with Mr*** he told me he was satisfied with the outcome

As of this date *** *** and I have met in person to discuss this very unfortunate situationAt Burien Toyota we care about our customers and always work to provide the best service possibleIn this situation we performed the service requested by Ms*** and provided her with the
information about her vehicle’s conditionTwo technicians inspected the SiennaOne with over years’ Toyota Service technician experience and the other a Master Toyota technician with twelve years’ experience at Burien Toyota. Both technicians concluded the vehicle had a blown head gasket and the engine was making a knocking noise that meant there was more wrong with the engineTo state the exact cause of the noise part of the engine would need to be dismantled to see inside of itWhen Ms*** came to pick up her vehicle it was necessary for our service porter to look for the Sienna in three separate parking areas on our dealership lot as we have two separate buildings for service facility each with their own key holding boxesThe Sienna was not lostWhen Ms*** left the Sienna here over night our porter attempted to lock the van and it would not lockHe tried manually, by power lock, and then the key would not turn in the door lockHe tried to start the van to move it and it would not startAt some point the while the vehicle was in for these services it seems someone came on to our lot, searched the vehicle and moved papers out of place in the vehicleAlso, when Ms*** and I met in person she told me two GPS units were taken from the van at a cost new of $each We spoke about the fact Burien Toyota is not responsible for the contents of items left in the vehicle and asks that no item of value to the customer be left in it while it is in for serviceI showed her where this is stated on the repair orderIt would be up to the customer and their insurance company to handle any compensation for loss. We discussed the matter further and although we do not cover items left in customers vehicles I offered $customer satisfaction compensationMs*** accepted, we shook hands and she asked me to put it in writingI did so and had the check cut for her to pick up the next dayWe are very sorry this happened and are waiting for instructions on how to deliver the check Best, Pat D*** General Manager Burien Toyota

Complaint: ***I am rejecting this response because:I have NOT received an email from these folks for a total of weekI'm certainly not convinced at this moment that they've done anything to change anythingIf I allow this request to close, all of the burden will be on me to get them to stop harassing meAt least with this open ticket, they're getting bothered to make some effort
Sincerely,*** ***

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
I have personally spoken with Burien Toyota's General Sales Manager Ted K*** and General Manager Pat DillonI am very appreciative of MrK*** for going above and beyond to listen to my complaints, thoroughly review what actually happened and come up with a resolution that works for both Burien Toyota and myselfFrom the beginning, I have only asked that the work promised to be done be completed and with the help of MrK***, this finally happenedI regret that the complaint had to be taken this far, but believe that with MrK*** and MrDillon's guidance, similar problems should not arise with other customers. I would also like to commend Service Advisor Kathleen for taking the time to follow up and provide accurate information regarding vehicle care after the windshield replacement. Thank you again to MrK*** and MrD***.

Complaint: ***I am rejecting this response because:I received another unsolicited junkmail from you ([email protected]) todaySeems like I'm subscribed to get more communications now that I submitted this complaint.Sincerely,*** ***

Thank you very much for purchasing from Burien Toyota and continuing to use our service departmentBecause I am out of the office I asked our new Service Manager, Tom M*** to contact youI would like to apologize on behalf of Burien Toyota and especially your service advisor and our service
team for not providing the great service we strive to produce and you deserve. I spoke to Tom and he informed me you had received your service records to take to another service facility as was your requested solution. Although we have always worked to provide top quality service, our new Service Manager Tom M*** a welcome addition to Burien Toyota team, is committed to improve our service quality and consistencyTom brings with him, many years of award winning Toyota experience and I am confident we will continue to improveWhy do I mention this? Because we want to keep you as a customer and show you we can be betterWE would appreciate another opportunity to serve you
Thank you,
Pat D***
Burien Toyota
General Manager
206-243-

From: *** *** Sent: Saturday, March 31, 2:PM To: Complaints Subject: Update on my Revdex.com claim *** Burien Toyota has now given me a full refundThey called me on Tuesday and I picked up a check on ThursdayI am so
glad that they followed through, but wish it hadn't taken months and help from Revdex.com to get them to do somethingThank you for your assistance!! ***

Subject: RE: Revdex.com COMPLAINT # ***
*** *** ***
Mr***I apologize, I did not see this complaint come in from the Revdex.comRegarding the complaint: First I would like to apologize and have done so with Mr*** myself for the errors made in addressing his concerns properlyTed
K***, our General Sales Manager worked out the details with Mr***He got the Senior Representative from Auto Trim Design (installed the Chop Protect) involved and Mr*** understands that the protection film has to cover many vehicle body lines and that small imperfections in the film like the one on his vehicle typical and that an absolutely perfect fit is not possibleBecause the imperfection was very tiny Mr*** approved keeping it in tact on his vehicle as it wasAt the time of the complaint, his new windshield was on orderWhen it came in he was contacted for an appointment and had it installedIn both cases our lack of prompt and continuous communication with Me *** was lackingThe vehicle was sent to Auto Trim Design (ATD) to look at replacing the Chip protect on The front bumper so the paper work said Replace itWhen ATD told us it would not cure the problem we never changed the paperwork so everyone he talked to said it was replaced when it had not beenWe have addressed with staff that updating paperwork is critical to correct customer communication by all and that is must be doneAlso, that when parts are on order, our process for updating the customer must be followedAgain, I apologize we fell down with this customer and hope our efforts to rectify the problem have been successfulIn my last conversation with Mr*** he told me he was satisfied with the outcome

November 16, RE: *** * *** I would first like to apologize again as I did to Mr*** when we spoke at the dealership, because we were unable to install one of the accessories he purchased along with his new Toyota 4Runner at
that timeWhen *** *** purchased a Toyota 4Runner, VIN# *** from Burien Toyota he chose to have Running Boards and a Remote Start added to the vehicleThe accessory program we use after the sale pulls from both OEM and After Market accessories and it showed a remote start to be availableAs is customary and also stated by Mr***, he was contacted by our service department who informed him an OEM unit was not available at this time but an aftermarket unit showed available and Mr*** agreed to have it installedWhen our vendor worked to install the remote start he found that although it was compatible with the Toyota 4Runner, it would not work in the new model Mr*** purchased. This was his first install on a Toyota 4Runner as they have just come outOur service department offered to, and will, continue communication with Toyota and our aftermarket vendor until such time one becomes available for the 4Runner or refund the purchase price for the remote startThere are times when accessories previously available are delayed for new modelsThose delay times are not communicated by manufacturers with their dealersAlso, we have worked with our aftermarket vendor for many yearsThey are a very professional company and are continuing to look for a solution as quickly as possibleWe are not looking for a fix as there is no problem with Mr***’s new 4Runner; we are waiting for a compatible remote start to become availableI told Mr*** myself that we would refund the purchase price of the remote start at his request until such time a remote start is availableThen he could decide again whether or not he wanted to purchase it from Burien ToyotaWhen Mr*** and I last spoke at Burien Toyota I told him we would continue to speak with Toyota and our vendor and let him know as soon as a remote start is availableSincerely, Pat D*** General Manager Burien Toyota Tell us why here

I would first like to apologize for continuing to send service appointment remindersWhen you previously requested you email address be removed we did so in our system and the service appointment system as wellThis was obviously unsuccessfulI reached out to our appointment system management and
we reviewed thousands of records in both systems and found an email record for another customer that was one digit different than yoursIt seems the system was doing the equivalent of a spell check and adding your email address to the reminder as well as the correct oneWe have removed that email address and also placed both addresses in a "do not contact" statusI have been assured you will not receive any additional correspondenceThank you for talking with me on the phone about this issue and I hope you will contact me directly if you receive any further emailsIf you would do so, I will immediately work to remedy the situation
Thank you,
Pat D***
General Manager

Revdex.com:
This complaint is closedThank you!
?
***

From: *** *** Sent: Saturday, March 31, 2:PM To: Complaints Subject: Update on my Revdex.com claim *** ? Burien Toyota has now given me a full refundThey called me on Tuesday and I picked up a check on ThursdayI am so
glad that they followed through, but wish it hadn't taken months and help from Revdex.com to get them to do somethingThank you for your assistance!! ? ***

*** ***,
?
The Last time *** and I spoke on the phone we discussed what had been done to correct the problemWe put all of the corrections we could think of in place and we believed the emails would stopI also asked, that if any additional emails were received to please contact me directly and I would address the situation immediately and work toward a solutionI gave him my cell phone number*** received additional emailsI again apologize, however we are tryingThis time I asked *** to forward me the emails he received and he sent me threeTwo were from our service follvendor and one was direct from ToyotaWe are tracing why and will make them stopNow that we know one is from Toyota Motor Sales USA I have more informationIn order to stop email communication from the manufacturer you must do it directly with ToyotaThe Toyota customer service phone number is 800-331-I will continue to handle this myself until it is corrected***, if you receive any additional emails please email them to meWe thought we had this fixed, and will continue until it is
?
Pat D***
General Manager
Burien Toyota