Costco (Long Island Locations)

Initial Business Response /* (1000, 9, 2015/12/01) */
***
***
We regret this unfortunate situation has happened to *** ***However, when an incident like this occurs that the dealership
has to get authorization from *** for, before proceeding, we must follow the warranty processAs our attached texts between our sales advisor, *** *** and *** will show, *** was told an estimate is required first and we will go from thereThe estimate had to be submitted to *** warranty for authorizationWhen we have approval from *** the customer can then make an appointment with the body shop to have repairs completed*** (sales advisor) indicated in text that we cannot proceed without authorization*** proceeded to get the repair done without authorization and *** didn't call us at Toyota Central to get authorizationPlease find attached a email from ***'s warranty department telling us they are unable to authorize this repair because the customer went ahead and authorized the body shop to complete the repair
Since the customer doesn't want another hood deflector, we will refund the $*** plus tax
Please find attached the management case #*** sent to Toyota with their response, the text messages between *** *** (our sales advisor) and *** and the body shops original estimate
We value our customers greatly, however, we have to follow the *** procedures when dealing with a warranty issue
***
Initial Consumer Rebuttal /* (3000, 11, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the correspondence provided, I was instructed to wait 24-hours, which I didThere was no indication that this would not be covered from *** *** therefore after the required wait time elapsed, I proceeded with the appointment - text messages saying "we will have to make arrangements to get the paint work done" and "I guess we will have to make arrangements" and "we will work something out for you" led me to believe this wouldn't be an issue
Regardless of ***s "warranty procedures", this issue was not a result of anything I did and I should not be penalized for it***