I am appalled, first of all Rob was not involved with this situation until I had made a complaintRob is getting his information second hand, which is construed and blown out of portion. The response from Chester Berg really shows me that they would rather make their customers seem crazy so they don't have to give a refundSo let me tell you the truthIt never even crossed my mind that it was Chester Berg that stole it. I made absolutely NO statement that I was filing any complaint on Chester Berg for leftThat is a lie and make no sense, it was there to be fixedThe service manager was very nice and they did go and get my back seat, I did not ask them to, however they offerIt was very nice on their part for all that I had been throughI am not a difficult customer, like Rob makes me out to beHowever the situation that I was put in was beyond stressfulWhen my car was done, I had no problem paying the $and I did I thanked them for all their helpI even told Eugene I was going to put in a very nice review for his helpAny human being would of been upset with their car breaking down miles away, trusting in someone to fix it and then when they couldn't fix it, it being towed to the wrong place to where it was suppose to go, then taking more weeks to fix, spending $and then to getting it back to not working againAgain this was not a different problem$is a lot of money to spend andshould've fix the problemHowever it didn't and this is why we are hereLexus of Maplewood is backing me up on this whole the wayI had a master technician working on my car, they read the report from Chester Berg of all the things they fixedLexus of Maplewood feels that Chester Berg Toyota should give me some type of refund It called having integrity of a dealership to make it right
Response received via e-mail to Revdex.com -- includes repair order copies. Scan is attached; text of letter reads as follows: "On the first week of March 2017, [redacted] had her vehicle towed to Bemidji. The vehicle was dropped off at the Bemidji Chrysler Center, which is the dealership adjacent to...
Chester Berg Toyota, but not owner or operated by Chester Berg Toyota. Chester Berg Toyota had no knowledge that the customer's vehicle was at Bemidji Chrysler Center. Chester Berg is in no way affiliated with Bemidji Chrysler Center. When [redacted] called for an update on the status of her vehicle, Chester Berg Toyota advised her that we did not have the vehicle here, and did not have a status update for her. [redacted] became quite upset and accused Chester Berg Toyota of losing her vehicle and indicated that she was going to file a report with the Bemidji Police Department. Her accusation was that Chester Berg Toyota lost her vehicle or that we were responsible for the theft of the vehicle. Chester Berg Toyota located her vehicle at Bemidji Chrysler Center after searching the surrounding area. The vehicle had been left at Bemidji Chrysler Center by the towing company that [redacted] employed to tow her vehicle. When Chester Berg Toyota informed [redacted] that the vehicle would require a tow to the Chester Berg Toyota repair facility she felt that Chester Berg Toyota should pay for the towing.At the onset of the repairs, it was evident that the vehicle had been worked on prior to the vehicle arriving at Chester Berg Toyota. Parts were missing from the vehicle, and evidence of attempted repairs were obvious. After investigation, it was discovered that the vehicle had been to two different repair facilities in Fosston, Minnesota for more than two months prior to arriving at Chester Berg Toyota. The vehicle was not operational and did not start or run when it arrived at Chester Berg Toyota. After extensive diagnosis, several faults were found with the vehicle's engine and fuel control systems. It was also discovered that the engine ECM (Electronic Control Module) had been tampered with, possibly due to attempted repairs, and attempts had been made to open the component. The process of repairs required replacement of several components to enable the systems to function normally. No unnecessary components were repaired or replaced.It is mentioned above that there were missing parts / components; included in the list of missing components were the rear seats. The seats had been removed by one of the prior repair facilities before the vehicle arrived at Chester Berg Toyota. Removal of the back seat is required to access some of the components, and the seat was not reinstalled by the previous repair facility. Chester Berg Toyota retrieved the seats from the previous repair facility (a ninety-two-mile round trip) at no additional charge to the customer, [redacted]. When the vehicle left Chester Berg Toyota, it was functioning properly and driven to the Twin Cities area (over 300 miles) with no difficulty or issues. Please note that the vehicle in question is a 2007 model with over 257,000 miles of in service. calls to Lexus of Maplewood were made and neither I, nor the Service Manager of Chester Berg Toyota, Eugene [redacted], received any return calls.In summary, it is our hope that the people at the Revdex.com understand the nature of the issue. The staff at Chester Berg Toyota attempted to assist a difficult customer in a difficult situation by getting her vehicle operational and back to her in running condition.Included with this statement is a copy of the repair order. It shows the repairs made by Chester Berg Toyota, including labor and price of the parts. Sincerely,Robert [redacted], GMChester Berg Toyota"
Initial Business Response /* (1000, 9, 2016/01/15) */
Business response received via letter to Revdex.com -- scan is attached; text of letter reads as follows:
"Case #[redacted]
2007 Toyota Camry
VIN #[redacted]
Vehicle brought in to Chester Berg Toyota for recall repairs...
on 12/17/15. Vehicle was parked on west side of dealership with front end of vehicle to curb by building. Technician was assigned vehicle for repairs -- brought vehicle into shop for recall repairs. (Power Window Master Switch). Repair did not necessitate raising vehicle on lift. Repairs were completed and vehicle moved outside shop to delivery area on west side of dealership, parked front of vehicle facing out from curb. No damage noted to vehicle while in shop or when parked outside of building.
Customer returned in afternoon prior to dealership closing time to pick up vehicle. Service Manager reviewed repairs with customer (Sam [redacted]) who then took delivery of vehicle.
Customer returned the following morning claiming damage to the vehicle while vehicle at dealership. Photos taken by dealership body shop and estimate prepared. White paint was noted on the damaged front bumper. Informed customer that no damage noted or reported on vehicle while vehicle in repair shop.
The repair was a routine Recall Repair. No one in the employ of Chester Berg Toyota damaged the [redacted]s vehicle.
Signature (G.M.)
Date: 1.4.16"
I am appalled, first of all Rob was not involved with this situation until I had made a complaintRob is getting his information second hand, which is construed and blown out of portion. The response from Chester Berg really shows me that they would rather make their customers seem crazy so they don't have to give a refundSo let me tell you the truthIt never even crossed my mind that it was Chester Berg that stole it. I made absolutely NO statement that I was filing any complaint on Chester Berg for leftThat is a lie and make no sense, it was there to be fixedThe service manager was very nice and they did go and get my back seat, I did not ask them to, however they offerIt was very nice on their part for all that I had been throughI am not a difficult customer, like Rob makes me out to beHowever the situation that I was put in was beyond stressfulWhen my car was done, I had no problem paying the $and I did I thanked them for all their helpI even told Eugene I was going to put in a very nice review for his helpAny human being would of been upset with their car breaking down miles away, trusting in someone to fix it and then when they couldn't fix it, it being towed to the wrong place to where it was suppose to go, then taking more weeks to fix, spending $and then to getting it back to not working againAgain this was not a different problem$is a lot of money to spend andshould've fix the problemHowever it didn't and this is why we are hereLexus of Maplewood is backing me up on this whole the wayI had a master technician working on my car, they read the report from Chester Berg of all the things they fixedLexus of Maplewood feels that Chester Berg Toyota should give me some type of refund It called having integrity of a dealership to make it right
Response received via e-mail to Revdex.com -- includes repair order copies. Scan is attached; text of letter reads as follows: "On the first week of March 2017, [redacted] had her vehicle towed to Bemidji. The vehicle was dropped off at the Bemidji Chrysler Center, which is the dealership adjacent to...
Chester Berg Toyota, but not owner or operated by Chester Berg Toyota. Chester Berg Toyota had no knowledge that the customer's vehicle was at Bemidji Chrysler Center. Chester Berg is in no way affiliated with Bemidji Chrysler Center. When [redacted] called for an update on the status of her vehicle, Chester Berg Toyota advised her that we did not have the vehicle here, and did not have a status update for her. [redacted] became quite upset and accused Chester Berg Toyota of losing her vehicle and indicated that she was going to file a report with the Bemidji Police Department. Her accusation was that Chester Berg Toyota lost her vehicle or that we were responsible for the theft of the vehicle. Chester Berg Toyota located her vehicle at Bemidji Chrysler Center after searching the surrounding area. The vehicle had been left at Bemidji Chrysler Center by the towing company that [redacted] employed to tow her vehicle. When Chester Berg Toyota informed [redacted] that the vehicle would require a tow to the Chester Berg Toyota repair facility she felt that Chester Berg Toyota should pay for the towing.At the onset of the repairs, it was evident that the vehicle had been worked on prior to the vehicle arriving at Chester Berg Toyota. Parts were missing from the vehicle, and evidence of attempted repairs were obvious. After investigation, it was discovered that the vehicle had been to two different repair facilities in Fosston, Minnesota for more than two months prior to arriving at Chester Berg Toyota. The vehicle was not operational and did not start or run when it arrived at Chester Berg Toyota. After extensive diagnosis, several faults were found with the vehicle's engine and fuel control systems. It was also discovered that the engine ECM (Electronic Control Module) had been tampered with, possibly due to attempted repairs, and attempts had been made to open the component. The process of repairs required replacement of several components to enable the systems to function normally. No unnecessary components were repaired or replaced.It is mentioned above that there were missing parts / components; included in the list of missing components were the rear seats. The seats had been removed by one of the prior repair facilities before the vehicle arrived at Chester Berg Toyota. Removal of the back seat is required to access some of the components, and the seat was not reinstalled by the previous repair facility. Chester Berg Toyota retrieved the seats from the previous repair facility (a ninety-two-mile round trip) at no additional charge to the customer, [redacted]. When the vehicle left Chester Berg Toyota, it was functioning properly and driven to the Twin Cities area (over 300 miles) with no difficulty or issues. Please note that the vehicle in question is a 2007 model with over 257,000 miles of in service. calls to Lexus of Maplewood were made and neither I, nor the Service Manager of Chester Berg Toyota, Eugene [redacted], received any return calls.In summary, it is our hope that the people at the Revdex.com understand the nature of the issue. The staff at Chester Berg Toyota attempted to assist a difficult customer in a difficult situation by getting her vehicle operational and back to her in running condition.Included with this statement is a copy of the repair order. It shows the repairs made by Chester Berg Toyota, including labor and price of the parts. Sincerely,Robert [redacted], GMChester Berg Toyota"
Initial Business Response /* (1000, 9, 2016/01/15) */
Business response received via letter to Revdex.com -- scan is attached; text of letter reads as follows:
"Case #[redacted]
2007 Toyota Camry
VIN #[redacted]
Vehicle brought in to Chester Berg Toyota for recall repairs...
on 12/17/15. Vehicle was parked on west side of dealership with front end of vehicle to curb by building. Technician was assigned vehicle for repairs -- brought vehicle into shop for recall repairs. (Power Window Master Switch). Repair did not necessitate raising vehicle on lift. Repairs were completed and vehicle moved outside shop to delivery area on west side of dealership, parked front of vehicle facing out from curb. No damage noted to vehicle while in shop or when parked outside of building.
Customer returned in afternoon prior to dealership closing time to pick up vehicle. Service Manager reviewed repairs with customer (Sam [redacted]) who then took delivery of vehicle.
Customer returned the following morning claiming damage to the vehicle while vehicle at dealership. Photos taken by dealership body shop and estimate prepared. White paint was noted on the damaged front bumper. Informed customer that no damage noted or reported on vehicle while vehicle in repair shop.
The repair was a routine Recall Repair. No one in the employ of Chester Berg Toyota damaged the [redacted]s vehicle.
Signature (G.M.)
Date: 1.4.16"