City Toyota

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Case was reviwed with General ManagerCustomer was called and has an appointment to come back so we can resolve the issuesCustomer has meeting set up with [redacted] in the Finance Department Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/08/11) */ 8-11- Sent via email: Dear [redacted] Thank you for your help which has resolved the problem I returned the car and get my money back Thanks a lot! Best wishes to you all! Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/11) */ City Toyota with the agreement of the customer has decided to take the vehicle back and refund the customerThis was done over the weekend

Received complaint and will review with management for a response. Sincerely,*** ***Director of Operations

Initial Business Response /* (1000, 5, 2015/08/07) */
Case was reviwed with General Manager. Customer was called and has an appointment to come back so we can resolve the issues. Customer has meeting set up with [redacted] in the Finance Department.
Initial Consumer Rebuttal /* (2000, 11, 2015/08/11)...

*/
8-11-15
Sent via email:
Dear [redacted]
Thank you for your help which has resolved the problem.
I returned the car and get my money back.
Thanks a lot!
Best wishes to you all!
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/08/11) */
City Toyota with the agreement of the customer has decided to take the vehicle back and refund the customer. This was done over the weekend.

Initial Business Response /* (1000, 6, 2015/06/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@citytoyota.com
Case has been delivered to and is now being reviewed by the Service Director, [redacted]. Will update as information comes in....

Case is not closed.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I chose 'No' above for not accepting the response from the business because City Toyota is only reviewing our case by [redacted], the Service Director currently. We hope City Toyota will treat us fairly on this issue, to show their proper sense of responsibility to customers, rather than to use different excuses to off its hand.
I'm wondering did City Toyota really did their job during regular maintenance services for all customers? If they really did, why they never discovered our transmission oil had never changed (as car dealer & expert, they should know transmission oil color turned black meaning time to change it; or according to our service records, they should suggest us to change transmission oil for at least 3 times) in the past 9 years?
We were told by B&B Transmission that if customers change transmission oil on regular basis, e.g. every 30,000 miles, customers should only need to spend about $250 each time for keeping a healthy transmission, rather than spend about $4000 to rebuild the transmission due to City Toyota's service advisors' or car mechanics' negligence!!
Below listed the dates of our Sienna doing maintenance services with City Toyota:
12/8/14 Performed 90,000 miles service
5/24/13 Performed 70,000 miles service
8/18/12 Performed 60,000 miles service
4/16/12 Performed 55,000 miles service
7/18/11 Performed 45,000 miles service
12/2/09 Performed 30,000 miles service
9/29/07 Performed 15,000 miles service
PS: We bought the new Sienna on 7/2006 from City Toyota.
Final Business Response /* (4000, 10, 2015/07/09) */
Attached is a a copy of the Toyota Scheduled Maintenance Guide for the 2006 Toyota Sienna.
All scheduled maintenance performed at City Toyota on the customer vehicle was according to the Toyota Scheduled Maintenance Guide.
If the customer feels that their transmission failed pre-maturely, we have advised them to contact Toyota Customer Experience Center XXX-XXX-XXXX.
Please contact me directly if I can be of further assistance - [redacted] XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept City Toyota's explanation or response. The manager at City Toyota referred us to call Toyota Customer Experience Center which is the Warranty Dept. We understood our extended Warranty has expired already, that means the transmission cost will not cover by Toyota. So the phone number the manager referred is useless for us. The manager also provided us the Toyota 2006 Scheduled Maintenance Guide which shows what services should be done at certain miles. For 2006 Sienna 30K, 60K & 90K miles, the Guide wrote "inspect the following: one of them is Transmission fluid or oil". The Warranty Dept. referred us to call Toyota USA for complaint. The representative at Toyota USA claimed the customer also has responsibility to request services from the dealer because the Scheduled Maintenance Guide mentioned that. Toyota USA cannot help us.

I think City Toyota never inspect our transmission during the past 9 years when we brought our Sienna to do regular maintenance services there because the service advisor at City Toyota had never recommend us to replace transmission oil in the past (although we did do regular maintenance service around every 15K miles). We received services advertisement on a regular basis from City Toyota reminding customers to do major service every 30K miles. We are wondering what major service means, does it include suggest customers to replace transmission oil? Our point is if we are at least reminded by City Toyota once to take care of the Sienna transmission every 30K miles, for sure we will request to replace transmission oil, then our transmission will not be dead that early! And we do not need to spend about $4000 to rebuild the transmission. Now, City Toyota & Toyota USA claimed this is the responsibility of customers to ask for transmission service based on the Scheduled Maintenance Guide. They do not need to take any responsibility. This is very irresponsible action to their customers. At least they should be responsible for half of the transmission rebuilt cost. Like a student who fail a topic because the teacher has never taught the student of that topic. The teacher claimed the topic already listed on the syllabus that provided to student at the beginning of the semester. The student should request the teacher to teach the topic instead of the teacher's responsibility to teach all the topics on the syllabus. Who should take more responsibility? Like City Toyota who is the car expert dealer, City Toyota should know more than the customers regarding how to take care of the car. If customers like us trust their expertise to advise us to maintain our car on regular basis, see what we got from our loyalty with City Toyota in the past 9 years?

We learnt that customers should not rely too much on the car dealers. They always try to earn more money from customers. How? One of the method is not to remind customers to do something important to their cars, like if only replace transmission oil, they can only earn about $300 each time (ever 30K miles), but if rebuilt transmission, they can earn about $4000 one time.