Burien Toyota Scion

? 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 available Sincerely, Pat D*** General Manager Burien Toyota Tell us why here

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

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 Dillon. I am very appreciative of Mr. K[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 myself. From the beginning, I have only asked that the work promised to be done be completed and with the help of Mr. K[redacted], this finally happened. I regret that the complaint had to be taken this far, but believe that with Mr. K[redacted] and Mr. Dillon'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 Mr. K[redacted] and Mr. D[redacted].

Thank you very much for purchasing from Burien Toyota and continuing to use our service department. Because I am out of the office I asked our new Service Manager, Tom M[redacted] to contact you. I 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 consistency. Tom brings with him, many years of award winning Toyota experience and I am confident we will continue to improve. Why do I mention this? Because we want to keep you as a customer and show you we can be better. WE would appreciate another opportunity to serve you.
Thank you,
 
Pat D[redacted]
Burien Toyota
General Manager
206-243-0700

Revdex.com:
This complaint is closed. Thank you!
 
[redacted]

Complaint: [redacted]I am rejecting this response because:I have NOT received an email from these folks for a total of 1 week. I'm certainly not convinced at this moment that they've done anything to change anything. If I allow this request to close, all of the burden will be on me to get them to stop harassing me. At least with this open ticket, they're getting bothered to make some effort.
Sincerely,[redacted]

I would first like to apologize for continuing to send service appointment reminders. When you previously requested you email address be removed we did so in our system and the service appointment system as well. This was obviously unsuccessful. I 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 yours. It seems the system was doing the equivalent of a spell check and adding your email address to the reminder as well as the correct one. We have removed that email address and also placed both addresses in a "do not contact" status. I have been assured you will not receive any additional correspondence. Thank you for talking with me on the phone about this issue and I hope you will contact me directly if you receive any further emails. If you would do so, I will immediately work to remedy the situation.
Thank you,
Pat D[redacted]
General Manager

Complaint: [redacted]I am rejecting this response because:I received another unsolicited junkmail from you ([email protected]) today. Seems 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 problem. We put all of the corrections we could think of in place and we believed the emails would stop. I 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 solution. I gave him my cell phone number. [redacted] received additional emails. I again apologize, however we are trying. This time I asked [redacted] to forward me the emails he received and he sent me three. Two were from our service follow-up vendor and one was direct from Toyota. We are tracing why and will make them stop. Now that we know one is from Toyota Motor Sales USA I have more information. In order to stop email communication from the manufacturer you must do it directly with Toyota. The Toyota customer service phone number is 800-331-4331. I will continue to handle this myself until it is corrected. [redacted], if you receive any additional emails please email them to me. We thought we had this fixed, and will continue until it is.
 
Pat D[redacted]
General Manager
Burien Toyota