Day Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear Mrs [redacted]:I would like to make three points and a comment in why I do not accept the business response:1. First of all my wife and I did not talk to Mr P[redacted] about the Warranty, it was Mr. M[redacted]. Since Day sells two warranties it should have been explained to us about each but neither name was mentioned and since I was buying a Toyota, and the last two Toyota's I bought they only sold Toyota warranties, we assumed it was a Toyota warranty. It was never explained that they were selling us a Fidelity warranty, and my wife and I will swear to that fact. Someone at Day is not telling the truth. - I call this Unprofessional.2. We agreed upon a price for the warranty and told Mr. M[redacted] we would pay cash for the warranty and did not want to have it in the loan amount. Day Toyota went against our wishes, and going behind our backs and put it in the loan amount. I call this very unethical.3. If Day would have payed for the warranty and not put it into the loan agreement upon cancelling the warranty we would have received out $2,000 back for us to use or invest. since it was paid to the loan company it will be taken off the principle amount and the loan which will be paid off in a little over 5 1/2 years and we will not see our money till then.Comment: When we found out we had a fidelity warranyy I called [redacted] to see what a toyota 8 year/100,000 mile zero deductible warranty would cost. He said the best warranty, the Platinum would be $1,350 plus tax. when we cancelled the Fidelity warranty Mr. P[redacted] stated the the Toyota warranty would be $2,000. I offered him $1,350 for it and he said he couldn't sell it for that amount. I went to [redacted] and bought it for that amount. A case where Mr. P[redacted] tried to con us out of $650. I put this in the Unprofessional/unethical column. 
Regards,
[redacted] [redacted]

November 23, 2015 This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. I have read the entire complaint file by Mr. [redacted].  At face value, it does appear that Mr. [redacted] has a valid point about receiving a pro-rated...

exchange for the defective [redacted] tires that he purchased; however, for such a claim to be processed by the tire manufacturer, Mr. [redacted] needed to supply a clear and concise record that his tires were rotated as recommended by the manufacturer.  Because he chose to rotate the tires himself, there wasn’t a clear and valid record that the rotations actually occurred, and therefore, his claim with [redacted] was denied. Nonetheless, we called Mr. [redacted] and discussed this matter with him in great detail.  At the conclusion of our discussions, we decided to make a gesture of goodwill towards Mr. [redacted] and we offered to split the cost of replacing the new tires with him – he accepted our proposal.  To my knowledge, this gesture more than satisfied his protest with [redacted] and with Day Toyota. Hopefully this response is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Joe N[redacted] Service Director Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA  15236

December 18, 2015 Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive – Su. 220 Pittsburgh, PA  15220      RE:  [redacted], #[redacted] Dear Ms. [redacted]: This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant...

Hills, PA. Mr. [redacted]’s warranty cancellation request was received by Robert B[redacted] our Business Manager, and the cancellation was effective November 16, 2015.  Our company policy is that we don’t issue the refund to the customer until we receive the proceeds from the issuing company.  We did receive Mr. [redacted]’s refund proceeds on our monthly statement from our vendor dated November 30, 2015.  As such, we have authorized the proper and full refund to Mr. [redacted] and we will mail the check to him by week’s end. Hopefully this response is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at 412.469.3000…  Respectfully,  Guy L[redacted] General Manager Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA  15236

I have reviewed the response made by the business in reference to complaint ID 10621309, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the letter, in April 2014 I returned the car back to the dealer because they sold us the car with bad rotors and brakes and wanted to charge me almost $600 for repairs before I made my first payment, so I told them to take the car back cause I didn't want it after arguing with the manager he repaired them. As for me not taking my car there for any other work is because the way they treated me because they wanted me to absorb the cost for the repairs after buying a car $16,000 and wanted me to pay $600. I am college student putting myself through college and can't afford the prices that dealers charge for services that's the reason I bought a more expensive car with the extended warranty  not to have these problems they need to honor their warranty they sell. I am getting a second opinion on the squirrel issue and I will get proof that it is a fabricated story, again I am not looking for anything free just what I paid for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is evident that Mr. D[redacted] does not understand our complaint as he only talks about paying $2,000 back to PNC. I will try and make it clear for him:1. We were never informed that Day offers two warranties, Toyota and a third party. Since our last 2 cars were Toyotas and we were sold only Toyota warranties we expected we were buying a Toyota warranty.2. When offered the warranty we specifically told John we did not want to finance the warranty and would pay $2,000 cash for the warranty.3. Day Toyota went behind our backs without telling us they put the warranty in the finance package and said our $2,000 was a down payment on the car. Very unprofessional/unethical, plain and simple, there were no misunderstandings, everything on our part was very clear.4 when we discovered they sold us a third party warranty we called and wanted it cancelled and wanted a Toyota Warranty. We were told they would refund us the &2,000 and the Toyota warranty would cost a little more. Day sold us a third party warranty for 8 years/100,000 miles with a $100 deductible. I called [redacted] and they quoted me the Premium Toyota warranty, 8 years/100,000 miles, zero deductible for $1,350 plus tax. When we went back to Day they wanted $2,000 for the Toyoa warranty, not telling us what was in it. This is the con part.5. I paid $2,000 cash for the warranty from my credit card and we expected to get $2,000 back to pay our credit card. However since Day stuck the warranty into the finance package they paid PNC the $2,000 and we will not see any of that money for over 5 1/2 years when the loan is paid down. Hopefully Day can see all of the improper things they did to us and I will never accept their excuse of a misunderstanding.
Regards,
[redacted]

September 5, 2017Ms. [redacted]Revdex.com of Western PA400 Holiday Drive – Su. 220Pittsburgh, PA  15220     RE:  [redacted], #[redacted] Dear Ms. [redacted]:Please reference the above case ID number.  This reply is in response to the additional matter filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA.We have read all of Mr. [redacted]’s complaints and concerns that were sent to your office in 3 separate filings. To further clarify how the service agreement was purchased and how we accounted for his cash down payment, a copy of the Retail Agreement showing both amounts is attached to this response.  The price of the warranty was disclosed on the Retail Agreement and his cash due on delivery was also shown as cash down/collected.   In our humble opinion, despite the repetition of his complaints and concerns, we have done everything to accommodate the cancellation of the service agreement that he purchased; we have refunded all proceeds from that cancellation (including sales tax) to his lender and those proceeds were applied directly to the principle balance of his auto loan; and we sincerely apologize for any misunderstandings that lead to his dissatisfaction with Day Toyota.  That being said, Mr. [redacted] ended his filing with you by saying the following: “…I will never accept their excuse of a misunderstanding.”  Knowing that, I’m not sure that Day Toyota can ever do anything else to change his opinion of us or his purchase experience!You know that our reputation with the Revdex.com has been stellar over the years, and we simply don’t conduct business in an “improper” manner.  I can only hope that this response is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at [redacted]…Respectfully,Adam D[redacted]General ManagerDay Toyota-Scion1140 Clairton Blvd.Pittsburgh, PA  15236attachment

Day Toyota's reply is riddled with lies and/or inaccuracies. I can only assume Joe N[redacted] is the manager I talked to on my final visit to Day Toyota because the only thing he got right was that he successfully managed to agitate me that day. Joe N[redacted] didn't know I existed until that final visit so he is either twisting the information given to him or he simply doesn't know what really transpired. When I first came to Day Toyota with the small emissions leak, the manager was a blond haired kid of average height (not a shorter older gentleman like Joe N[redacted], and we discussed the gas cap on the first visit. I told him that the first thing I did after getting the free report from [redacted] Auto Parts (you can get these reports for free everywhere, you don't need to have Day Toyota scam you for $100 each time) was replace the gas cap with a generic one, but the light never went away and the problem remained. So they "ran some tests" and showed it could be three things. One of which was the gas cap but since I had already tried a replacement he talked me into replacing the other two things first. Fact is they knew then that the generic gas cap I bought was just as bad or worse than the original but seized the opportunity. This is where the scamming begins, and it was quickly followed up by incompetent mechanics. I returned to them to have the work performed after they got the parts they needed, and waited for them to call me at a nearby restaurant where I waited for hours but of course they never did so I walked a mile back to the place and found out that their incompetent mechanics ordered the wrong size part. It's the dealership, all they do is work on Toyota, and they got it wrong. That's called: incompetency and it's stupid to suggest otherwise (trust me all they want is your "monies", they have no integrity). So I got a rental car for a few days which was nice of them to do, and I returned when the truck was ready. 100 miles or so after getting it back the light came back again, of course, because the gas cap was still defective. This time it was the same blond haired kid and he made no mention of the gas cap and he managed to get me on the hook for the oxygen sensor. When the light came back on again I returned to Day Toyota to get a reprint of all of the work that was done, the blond haired kid was gone and there is some kid with [redacted] running things now. Trust me, if they gave me their names I would use them but nobody introduces themselves or shakes your hand there. In fact, if you are a loyal customer of 13+ years there is a good chance you will be called "stupid" by Day Toyota. Which is true if you go there to begin with let alone stay loyal as long as I have, but I digress. So he got me the paper work, I went through the whole company thing that I explained in my first complaint. Toyota passed it off to Day Toyota and of course Joe N[redacted] could not be bothered with me so after giving him 4 days I went there, talked to [redacted] and then finally The Wizard of Day Toyota himself: Joe N[redacted] who still to this day appears quite content to hide his pettiness behind smoke and curtains instead of finding the courage to do the right thing. And yes somebody shouted out something about a gas cap as I was leaving to try and further irritate me, but that technically was my 6th trip there for the small emissions leak and not the second time like Joe N[redacted] said it was. If it was for the second time they failed to fix it why did they replace the oxygen sensor and not the gas cap if they knew? I almost forgot that the [redacted] made an effort to walk up to me as I was walking to my truck to get the heck out of there for the final time, I can only assume that he intended to provoke me somehow but then thought better of it. Good riddance to that place! And you know what, if I don't get my money at least maybe some good can come out of all of this and their business can be made better so hard working, loyal,blue collar folks won't be scammed by Day Toyota in the future! Hopefully they won't blow all the money they stole from me on more of those horribly boring local commercials. Thank you [redacted] and the Revdex.com for being there![redacted]

December 26, 2015 Dear Ms. [redacted]: This reply is in response to the additional concerns filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. Upon further review, Mr. [redacted] is correct!  Day Toyota erred by sending his cancellation refunds to the wrong lender.  Apparently, our initial research was incorrect and I can only apologize for our blunder.  When our office staff returns to work after the Holiday weekend, we will issue a check to Mr. [redacted] for the appropriate refund and we will chase [redacted] for a refund of the monies that we inadvertently sent to them.  Again, I truly apologize for our mistake and I hope this response is satisfactory for your records.  Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Guy L[redacted] General Manager Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA  15236

Review: I had recently purchased a vehicle from Day Toyota. I was told at first that I was approved for a vehicle that I liked but had to come up with 1000 down. So I came back a few days later to sign paperwork. I had already made a partial payment for 200 the previous weekend to seal the deal as my sales associate told me. When my husband and I came in to sign paperwork and give the rest of the down payment I was told by the finance office that I was never approved for the vehicle that I had put a partial payment on. I asked to speak to a person in charge about the situation. The finance manager was very ignorant about the situation. Although, he did apologize later. They said they could not finance me for the vehicle that I had made a partial payment on. But they did show me the a 2009 gmc acadia that was brought in. It had triple the miles on it then the car that I was suppose to get. I was so upset but really needed a spacious Suv so decided to go with the GMC. Once we seen the car detailed it really did look nice so we decided to go with vehicle plus we needed a spacious vehicle. There was a dent on Suv that was set to be fixed as soon as the part came in. No Sooner than a two weeks later I noticed problems with my gears slipping. So I left a message with sales representative and he told me he would send it over to service when the dent was fixed. Three days later I called back and left message about vehicle and wondering what the problem was. When I picked up vehicle I assumed everything was taking care of. Once I got home the gear problems started again. I was driving on highway and the car would go forward until I messed with gears. So I called service area to see what the problem was because it was still happening and they told me it was never sent over to service. Really I have four small kids that I drive around in the vehicle for it not to even be sent to service area. ONCE AGAIN I HAD BEEN LIED TOO. Then husband had to complain just to get a rent a car right away. Which I cant fit familyDesired Settlement: in. We dropped car off on Sat and no one called me back until Thurs to tell me transmission went. It is covered under warranty but they have no idea how long it will take to be fix because the gmc dealership didnt give a date. I am driving around in a small box scion. Payment for a suv that I haven't had long enough. I never would have thought that Day Toyota handled business this way. I am furious. I wonder if I had got the Suv that I was told I was approved for first if I would be without car

Consumer

Response:

I would like money taken of my 443 car payment that I have for a vehicle that I don't have. I have a scion as a rented car when it doesn't accommodate my family. This whole situation is ridiculous. I want the sales representative to be held accountable for not sending my car to service area and having to drive something unsafe with my kids. They put an inspection sticker on my car and the transmission was bad.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA.

I’ve read the entire complaint filed by Ms. [redacted]. I’ve also completed my own in-house

investigation to determine what might have led her to file this complaint. Upon further

review, it does appear that a lack of communication existed between employees at Day

Toyota that might have caused an unnecessary delay in completing the repairs to her

vehicle. Nonetheless, as a courtesy to Ms. [redacted], she was provided with a vehicle to

drive while these repairs were completed. But just as important, she still had an

obligation to properly care for the rental unit that she admittedly damaged during this

repair period.

I, personally, spoke with Ms. [redacted] late last week. In a nutshell, she wants Day Toyota to make her $450 car payment and to eat the $415 in damages that she caused to our rental car. As a gesture of goodwill, I am prepared to cover the damages that were sustained to our rental vehicle and I am willing forward a check to her for $250 which she can apply towards her next monthly payment. Based on our past conversations, I'm sure that she will be happy with this favorable resolution.

Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####…

Respectfully,

General Manager

Day Toyota-Scion

1140 Clairton Blvd.

Pittsburgh, PA 15236

Review: I PURCHASED A 60K MILE [redacted] TIRE AT DAY TOYOTA ABOUT A YEAR AND A HALF AGO. THESE TIRES HAVE APPROX 18K MILES ON THEM AND ACCORDING TO DAY TOYOTA'S INSPECTION ARE UNDER 2/32 TREAD. I SUPPLIED ALL THE NECESSARY DOCUMENTATION (PROOF OF MILLAGE, PROOF OF ALIGNMENT, PROOF OF TREAD WEAR, AND PROOF OF TIRE ROTATION) FOR THE CLAIM TO BE PROCESSED THROUGH THEIR WARRANTY PROGRAM. I RECEIVED A CALL SHORTLY AFTER MY SCHEDULED APPOINTMENT AND WAS INFORMED THAT MY CLAIM HAD BEEN DENIED. THE REASON I WAS DENIED WAS BECAUSE THE VIN NUMBER OF MY VEHICLE WAS NOT WRITTEN ON MY RECEIPTS FOR THE TIRE ROTATIONS. THE RECEIPT THAT I SUBMITTED TO DAY TOYOTA FOR THE CLAIM HAD MY NAME, ADDRESS, YEAR, MAKE, MODEL AND THE WORK THAT WAS PERFORMED. IF MY INFO AND MY VEHICLE'S INFO IS THE SAME AS DAY TOYOTA HAS IN THEIR COMPUTER SYSTEM, WHERE IS THE PROBLEM.

THIS IS WHERE I'M STUCK.

4-60K MILE TIRES, WITH LESS THAN 2/32 TIRE TREAD, THAT ONLY HAD 18K MILES ON THEM, AND DAY TOYOTA WON'T HONOR THEIR TIRE WARRANTY EVEN WHEN SUPPLIED THE PROPER DOCUMENTATION.Desired Settlement: THE SOLUTION IS VERY CLEAR.

I'M NOT ASKING FOR FREE TIRES BUT I WOULD LIKE FOR MY CLAIM TO BE PROCESSED FAIRLY.

Business

Response:

November 23, 2015 This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. I have read the entire complaint file by Mr. [redacted]. At face value, it does appear that Mr. [redacted] has a valid point about receiving a pro-rated exchange for the defective [redacted] tires that he purchased; however, for such a claim to be processed by the tire manufacturer, Mr. [redacted] needed to supply a clear and concise record that his tires were rotated as recommended by the manufacturer. Because he chose to rotate the tires himself, there wasn’t a clear and valid record that the rotations actually occurred, and therefore, his claim with [redacted] was denied. Nonetheless, we called Mr. [redacted] and discussed this matter with him in great detail. At the conclusion of our discussions, we decided to make a gesture of goodwill towards Mr. [redacted] and we offered to split the cost of replacing the new tires with him – he accepted our proposal. To my knowledge, this gesture more than satisfied his protest with [redacted] and with Day Toyota. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Joe N[redacted] Service Director Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA 15236

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Purchased vehicle in 2014 within a month heater was making a loud noise took it in and they said it was because a squirrel made a nest in car, after arguing with them they repaired it but not completely cause it still made a noise. In May turned on air conditioner started making a loud noise again took it in and they said the same thing about the squirrel. I have lived at my house for 15 years never seen a squirrel my neighbor lived here over 50 years and he said he might have seen 2 or 3 squirrels since he's been here. What are the chances of having 2 squirrels making a nest in my car within a year. I paid for an extended warranty what good is it if I can't use it when something is wrong with my car. They just make up that story about squirrels and then try to charge me a diagnostic fee for one hour when they notified me within 10 minutes of dropping it off. They are trying to take advantage of me because I am a young female that they think don't know no better but my parents do.Desired Settlement: my car repaired under the warranty that I paid for

Business

Response:

May 15, 2015 RE: Veronica [redacted], #[redacted] Dear Ms. [redacted]: This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in [redacted] Ms. [redacted] purchased a 2011 Toyota Corolla from Day Toyota back in April, 2014. She returned a month later for various issues, including the complaint of a noise from the blower motor. At that time, Day Toyota absorbed all cost of the repairs, including cleaning out an animal nest of some kind in the blower motor. The total repairs during this visit were $305.97. Almost a year later to the day, Ms. [redacted] returned to Day Toyota with another complaint of a noise in the fan (blower motor). Once again, our technician found nut shells in the blower motor area. Since cleaning and removing animal debris fall within the parameters of general vehicle maintenance and it is not considered a warranty repair, we quoted the discounted price of $140 (including the diagnostics fee) to Ms. [redacted] to repair her Corolla. This repair was $160+ less than before because her vehicle did not require a new blower motor. Sadly, she refused to pay anything to fix the problem and she told our service advisor to put her vehicle back together in its original state. She left Day Toyota and we didn’t charge her a diagnostics fee for the visit. Contrary to her comments, in no way is Day Toyota taking advantage of her “because (she) is a young female and (we) think she doesn’t know better…” In all honestly, small animals do build nests and hide inside the warmth of an engine compartment. While it may appear coincidental that an animal has violated her Toyota more than once, these types of incidents occur more frequently than people realize. I’m sure you’ve seen the stories of such animal frolics on the evening news from time to time! That being said, I honestly believe that Day Toyota has gone above and beyond to satisfy Ms. [redacted]. So far, Day Toyota has spent in excess of $400 to repair these maintenance items, and in return, she had never returned to us for anything other than the initial “free” blower motor repairs and (1) free State inspection. At some point, the customer needs to take some responsibility in performing general maintenance to their vehicle. Removing animal debris from an engine compartment is never going to be considered a warranty repair! We would never “make up that story about squirrels…” but for what it’s worth, we’d gladly complete the repairs to her Corolla for the $140 price she was originally quoted – if she chooses to do so. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, [redacted] General Manager Day Toyota-Scion [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10621309, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to the letter, in April 2014 I returned the car back to the dealer because they sold us the car with bad rotors and brakes and wanted to charge me almost $600 for repairs before I made my first payment, so I told them to take the car back cause I didn't want it after arguing with the manager he repaired them. As for me not taking my car there for any other work is because the way they treated me because they wanted me to absorb the cost for the repairs after buying a car $16,000 and wanted me to pay $600. I am college student putting myself through college and can't afford the prices that dealers charge for services that's the reason I bought a more expensive car with the extended warranty not to have these problems they need to honor their warranty they sell. I am getting a second opinion on the squirrel issue and I will get proof that it is a fabricated story, again I am not looking for anything free just what I paid for.

Review: Two representatives from the Day Toyota dealership had agreed to the trade in amount on my toyota truck, with a check that I was going to present to them for the purchase of one of there vehicles.Desired Settlement: I want the vehicle that the agreed exchange is for.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. Earlier this month, Mr. [redacted] visited Day Toyota with the hopes of trading his 2005 Toyota Tundra in on a pre-owned 2012 Toyota Tacoma. Unfortunately for both parties, we were unable to reach an agreement during his initial visit. A few days later, Mr. [redacted] reached out to our salesperson, [redacted], and told him that he would give us an extra $1,000 to make the deal. With his trade, the original total due (including all taxes & plate fees) was $25,304.99. With the extra $1000 down, the new total due was reduced to $24,304.99. We agreed to make the deal based on his offer. (A copy of the original worksheet is attached.) A few days later, [redacted] received a call from Mr. [redacted] to reconfirm the deal that we agreed upon. For some strange reason, Mr. [redacted] assumed that the $24,304.99 offer that he made to us did not include the $5,200 trade value that we allowed for his 2005 Toyota in the original deal. Because we were now $5200 away from the offer that we thought we both had agreed to, the deal could no longer be made. I’m not sure how the misunderstanding occurred over the final offer from Mr. [redacted]. Quite frankly, our Store aggressively prices its used car inventory on a daily basis, and for that reason, there is no “wiggle room” on the selling price like there used to be many years ago. If the truck is still here and Mr. [redacted] would like to reconsider his offer, we’d love to sell him the truck – as long as he contacts us before it’s sold to another buyer. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, [redacted] General Manager Day Toyota-Scion [redacted]

Review: On Sep 2, 2013, I bought a new 2013 [redacted] from Day Toyota and the extended warranty. On Sep 3, 2013, I picked up the car and told them I did not want the extended warranty and to cancel it (cancellation within 30 days of purchase has no penalty and customer gets full refund). [redacted] (Finance manager) told me it was too late and that [redacted] (Finance) sent everything out already. So I signed the papers cancelling the policy as of Sep 3. [redacted] said that it will take four to eight weeks to get my refund and that it will go back to the loan originator. He also added that my sales tax will not be refunded which is did not make sense. I waited a couple weeks and kept checking with them to see where my check was and they assured me that I had to wait longer. On the various occasions that I spoke with them, different people told me different things as to where the check was. On Nov 15, I called again and this time I spoke with [redacted] and he said he was going to give me a call back. After waiting a couple of days, he never responded so I decided to give him a call. He informed me that my check was sent out on Nov 18 to the loan originator. I called the loan originator several times to make sure the check was there and it was not. On Nov 22, I gave them another call and was not able to get a hold of anyone in finance. I called again on Nov 25 and the operator transferred me to [redacted], he did not pick up my call but the operator got my phone number and said that he will give me a call back. It never happened. On Nov 26, I called again. The operator transferred me to [redacted] (he did not pick up again). I called two hours later and this time [redacted] picked up and told me that [redacted] was on vacation and that it was the cash office's responsibility to cut the check. I got transferred to [redacted] from the cash office. After waiting a couple of minutes for her to check the status of my check. She tells me that it has not been processed and it was just sitting there. Day Toyota lied about my refund.Desired Settlement: I want the full amount of my warranty to be refunded to me plus my taxes and interest accrued on my loan while they did not even bother to process my refund. The sales taxes should be refunded. When merchandise is refunded, taxes are refunded as well, therefore the sales taxes paid on the warranty should be refunded as the services were not delivered and cancelled.

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA.

I’ve read the entire complaint filed by Ms. [redacted], and I must conclude that if she’s been waiting almost 90-days for a proper resolution to her refund request, I sincerely apologize! It appears as though we have a weak process for administering these refunds, and I will take the proper steps to ensure that this doesn’t happen again.

With respect to her particular situation, a refund check was initially processed by our Office Manager, [redacted], in the amount of $1300. I asked [redacted] to cancel that check, and I authorized a different check in the amount of $1411 – which will account for the sales taxes and a few extra dollars for the interest charges that might have accumulated. A copy of that check is attached for your review and the original check was mailed to her lender earlier today.

Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####…

Respectfully,

General Manager

Day Toyota-Scion

1140 Clairton Blvd.

Pittsburgh, PA 15236

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I expect my loan originator to receive the check within one week.

Review: ** on 09 April '15, I took my 2010 Toyota Prius to Day Toyota for regular maintenance for 60K mile service

** on 29 August '15 (Sat evening 10 PM when dealership was closed) the Prius hybrid system when into limp mode and drove less than 1 mile to house for safety.

** on 31 August '15 I had the car towed to Day Toyota via AAA flatbed. Dealership said they could only find old codes for the hybrid system and that car must not be turned off for them to be able to troubleshoot problem. The dealership kept the car 2 days saying they could not find the issue and that it probably resolved itself since the check hybrid engine light was off. I was told that this was probably just a fluke. No cost from dealership.

** on 09 Sept '15 on the way through Pittsburgh Pa following doctor's appointment, the Prius again went into limp mode and was driven to dealership without turning off so that active codes could be read via the computer system. Dealership charged $116.07 for diagnostic charges for me to release car. Dealership said they flushed system and that no further issues would be seen.

** Upon returning to the house, I wrote Day Toyota via their feedback system regarding the dissatisfaction of service and asked that the owner contact me to resolve since the hybrid system was still under warranty.

** on 26 Oct '15 on the first trip away from Pittsburgh, the check hybrid engine light again came on while driving along the PA turnpike and the car again went into the limp mode. I continued driving the car at reduced speed with warning lights on since I knew that I had to get to a dealership without stopping the car so that the codes remained active. I drove approximately 10 miles to [redacted] PA on the turnpike then to [redacted], PA where [redacted] Toyota is located (the closest dealership.) The codes remained active.

** maintenance informed me that Day Toyota placed an additive into the hybrid system during the Apr maintenance that causes the fluid to congeal. This causes the hybrid system to overheat. The car can not be driven. [redacted] Toyota tried to resolve through Day Toyota without resolve before the close of business. I was changed $126.41 for diagnostics that still did not remedy the situation. I was advised that expense of being stranded was up to me because the issue did not fall under warranty program since Day Toyota placed an additive into the system that was not recommended.

[redacted] Toyota offered a rental car at my expense, but would not provide a loaner car.

The car was towed back to Pittsburgh, [redacted] Toyota via AAA to avoid the expense of multiple trips out of town. Car was left in service lot and information/keys placed in overnight drop.

** 27 Oct [redacted] called[redacted] called at 2:11 PM to inform me they could not find any active codes and that the car should be OK to drive. (I had been advised numerous times by maintenance personnel that for the codes to remain active the car could not be shut off since stopping and restarting the engine would cause the codes to be deleted from the system.) [redacted] has only taken the car on short road tests and has agreed they need to keep the car another day to take on longer road tests. Again, I have been advised that I will not be receiving a loaner vehicle.

I contacted the main Toyota # that was provided by [redacted] Toyota (###-###-####) and spoke with [redacted] regarding situation. I was advised that a case number had not been opened with Toyota by Day or [redacted] as previously told, and the number I was given would have been internal to the dealerships. A Toyota case number would have provided history of the incidents occurring with the vehicle so dealerships would not waste time trying to recreate the issues.Desired Settlement: Repair or replacement of the Toyota Prius Hybrid System

Reimbursement for expenses that did not resolve the situation on repeated occasions

Loaner car at no expense for use while Prius is in dealership for maintenance of the hybrid issues.

Reimbursement for any towing/maintenance services acquired in future that won't be covered by AAA.

Business

Response:

November 5, 2015 This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. I have read Ms. [redacted]’s complaint in its entirety. Most recently, her vehicle was serviced at [redacted] Toyota, not at Day Toyota, and based upon the facts I’ve collected from [redacted], they did not or could not find a problem after 2-days of testing. While her vehicle did set codes again, their assumption is that there’s an air pocket in the inverter which is causing the problem. I also understand the Ms. [redacted] paid her bill and [redacted] has not heard anything from her since she picked-up her vehicle. As you know, it’s almost impossible to repair most drivability issues with a vehicle unless a technician can duplicate the complaint raised by the customer. It seems as though many attempts were made to repair her vehicle by several shops, but the technicians were unable to duplicate the problem. If the problem reoccurs, and she trusts Day Toyota to assist, we would be glad to help Ms. [redacted] via any of the technical support that’s available to us. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Joe N[redacted] Service Director Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA 15236

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not fully resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been conducting my own road testing on the 2010 Prius, but lack the warm/hot weather conditions to perform testing to replicate conditions when hybrid warning light illuminated in the past. The car is currently can be driven, but is sluggish on steep climbs. This complaint can be closed, but may not be totally resolved.

Regards,

Review: On 10/27/15 I purchased a new car with an extended warranty. I cancelled the warranty within 30 day period and was supposed to get a full refund $599.00. I cancelled the warranty on 11/10/15 in person at the dealership and received a cancellation form. My wife and I have made at least three phone calls to Day Toyota requesting our refund with no results. They say they will get back to us but never happens. Also, my wife left a voice mail and they still haven't responded.Desired Settlement: Refund

Business

Response:

December 18, 2015 Ms. [redacted] Revdex.com of Western PA 400 Holiday Drive – Su. 220 Pittsburgh, PA 15220 RE: [redacted], #[redacted] Dear Ms. [redacted]: This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. Mr. [redacted]’s warranty cancellation request was received by Robert B[redacted] our Business Manager, and the cancellation was effective November 16, 2015. Our company policy is that we don’t issue the refund to the customer until we receive the proceeds from the issuing company. We did receive Mr. [redacted]’s refund proceeds on our monthly statement from our vendor dated November 30, 2015. As such, we have authorized the proper and full refund to Mr. [redacted] and we will mail the check to him by week’s end. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at 412.469.3000… Respectfully, Guy L[redacted] General Manager Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA 15236

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Ever since I bought the vehicle with this company I've had nothing but problems every other month if not with the vehicle with the personel doing their jobs. The main reason for this complaint is because of their most recent mess-up. Their employee messed up my title information so I was forced to do another financing agreement with them. Before I went down there they told me I can get a different vehicle and wasted 2 hours of my time only to tell me I was unable to switch cars. I made a payment with them the day I was down there and was told my payments would be deducted automatically at the end of each month going forward. Now I am getting calls from the finance company stating I am late and they will turn me over to collections for non-payment and they have no payment history from me. I called to the office and spoke to [redacted] who was the one who told me my EFT payments are set up and he said he would fix it and he has done nothing. I left him a voicemail and he never contacted me back. I called down there again and he tells me I have to call the company myself to make payments. They are very unprofessional at this location. If I dont call them they dont call with any updates on anything!Desired Settlement: I wish to not ever have to deal with them again. Very unprofessional

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in [redacted] Ms. [redacted] purchased a pre-owned vehicle from Day Toyota several months ago. Her vehicle was financed through [redacted]. At the time of purchase, Ms. [redacted] qualified for an auto-draft feature with [redacted] which would allow [redacted] to withdraw her car payments automatically from her checking account each month. The only thing [redacted] needed from Ms. [redacted] was the routing number and the checking account number to activate this feature. Unfortunately, she failed to provide [redacted] with this information and the auto-draft feature was never activated. This past Monday, Ms. [redacted] called Day Toyota and spoke to [redacted], one of our Managers. She told [redacted] that she was getting collection calls from [redacted], so [redacted] called [redacted] to find out why. [redacted] then called [redacted] and spoke with [redacted], a customer service representative. [redacted] told [redacted] that all Ms. [redacted] had to do was call them and provide them with the items they needed to activate auto-draft and everything would be OK; however, [redacted]’s records show that each time [redacted] tried to call Ms. [redacted], she never provided them with her account number and the routing number. After [redacted] shared this information with Ms. [redacted], she asked [redacted] to have [redacted] call her because she gets put on-hold far too long when she calls them. As she requested, [redacted] once again, called [redacted] and [redacted] promised to call Ms. [redacted] right away. [redacted] later confirmed with [redacted] that they did call her twice and Ms. [redacted] hung-up on them both times. Just yesterday, Ms. [redacted] called [redacted] again and complained that [redacted] never called her. [redacted] put her on-hold and called [redacted] at [redacted] to verify. [redacted] said that their records show that they called her twice as she requested and she hung-up on them twice. [redacted] then put [redacted] on-hold in an attempt to connect him with Ms. [redacted] on a 3-way call; however, whenever [redacted] told Ms. [redacted] about this solution, she got very agitated with [redacted] and hung-up on him before [redacted] could activate the 3-way call. The solution to Ms. [redacted]’s problem is very simple…she owes [redacted] monies for the outstanding monthly payments that she’s missed since she finalized her purchase. All she needs to do is call [redacted] and either set-up a payment plan or set-up the auto-draft feature. In either case, her problem truly is with [redacted] and not with Day Toyota! Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, [redacted] General Manager Day Toyota-Scion

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They did not try to do any kind of 3-way message with me not did [redacted] speak with a [redacted] while I was on the phone. He called on a separate phone because he wasn't sure how to do a conference call with me on the line and he spoke to a woman. I have already done my part with [redacted]. My issue is the fact my information is now showing I've have late payments when [redacted] was the one to assure my my payments would be deducted automatically from that day forward. I had to be the one to set this up and also pay a 3.00 fee for have my payment taken out with an online payment when it should have been completed the day I left when they wasted my time with refinancing after their (ex)employees mess up with my title.

Regards,[redacted]

Review: I talked to 2 managers and 2 other employees that all said they would call me back and none of them ever called back I have been hung up on twice by a manager and an employee because they will not give me information on a check that they told me would be refunded to me when I asked the finance guy he said it would be mailed to my house it never was and they will not give me any information about my check and they won't answer the phones when the receptionist who is a nice lady puts me through to their offices when I know the company that issued the check said that day Toyota reciever it November firstDesired Settlement: to get my check from them for the $452.44 that they won't give me and an apology for not handling the situation correctly and for lying to me and holding onto my money or whatever they been doing with it

Business

Response:

December 7, 2015 Dear Ms. [redacted]: This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA. I have read the entire complaint file by Mr. [redacted]. Mr. [redacted] has a motor vehicle financed through [redacted] that was purchased from Day Toyota. Very recently, Mr. [redacted] canceled a gap insurance policy on this vehicle and the cancellation (refund) amount was $452.44. Because his vehicle is still financed through [redacted], we sent the $452.44 refund to [redacted] and it was applied to the principal balance of his loan. In essence, the refund was issued as he requested but the proceeds were applied to his open loan with his lender. Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Guy L[redacted] General Manager Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA 15236

Consumer

Response:

Review: Let me begin by saying that I cherish my 2003 Toyota Tacoma pick-up truck, it's all mine and it's my favorite material possession of all-time. I bought it from Day Toyota and I have been loyal to them for about 13 years, spending thousands of dollars to maintain it. They have always been tragically overpriced but I could at least count on the work being done, to be done. I just wouldn't trust anybody else until this recent bit of unpleasant business that has left me financially crippled while simultaneously destroying my belief that Day Toyota had integrity.

The check engine light on my truck started to display off and on during the winter of 2014. I ran diagnostics and the general description of the problem was something to the effect of, "SMALL EMISSIONS LEAK". I let it go until May, when my inspection is due. I took it to Day Toyota and the manager told me that, "It's one of three things,and I suggest replacing these two first.". This somewhat excessive solution was backed up with technical jargon and a somewhat aloof concern for my inquiry as to why we were going to replace two things instead of one at a time. But, until then I had no reason to distrust them so I allowed the work to be done. They replaced the vacuum switch valve, the second catalytic converter, and the exhaust pipe gasket. Parts, labor, a mysterious "CUSTOMER PAY SOLVENT/LUBE FEE FOR REPAIR ORDER" charge, and testing cost me $920.77. A part they ordered didn't fit right, so they had to keep the truck for a few days.

About 100 miles after the work was finally completed the ENGINE light illuminated again and when I could find the time I brought it back again. Before that got it tested again, same exact diagnosis. I took it back and told them they did not not resolve the issue, and asked them to please make it right. The same manager basically said, "That problem was fixed, this is a new problem." $102.24 for another test, $178.99 for a oxygen sensor, and $4.48 for a "nut" totaled $305.71.

About 100 miles later the problem returned, I ran the test, and the results were the same: "SMALL EMISSIONS LEAK". I decided that I needed to seek advice. A friend suggested that I contact Toyota the company to escalate the matter so I did. They were polite and sounded convincing when they expressed concern for my problem but all they did was send it back to the dealership, Day Toyota. They left me with the promise that an advanced Toyota representative would contact me on a Monday. I didn't get a call so on that Thursday I called Toyota and they said that Day Toyota was supposed to call, so obviously they could care less.

I went to Day Toyota and decided to talk to the manager in person, maybe he didn't get the message from Toyota? I got there and they treated the manager like the Great and Powerful Oz, I was only worthy of speaking to his assistant. While he conducted himself like an intelligent young man he still seemed befuddled by a few simple questions: Why are you fixing everything but the problem? Are you going down the list of most expensive things to replace before actually fixing what is wrong? These tests you are running to diagnose the problem cost over $100 each time, does your test equipment need updated? He gave me some rhetoric about "unpredictability". I demanded to see the Wizard and soon after I wished a hurricane would level the place. This guy had to be a family hire, his people skills border on zombie like script reading. In fact, the entire place is pretty much indifferent towards their customers satisfaction. My first two visits (3 before the final discussion) they said they would call me to let me know when the work was done. I asked why they didn't the first time and it turns out they had the wrong number, and the second time it happened? Well, despite giving them the correct number after the first visit it was the same excuse, we don't have your correct number. This time the save button was used because I then received a customer satisfaction phone call later that day. I guess that's one way to get "prestigious" customer satisfaction, doctor the phone numbers. Keep in mind that I have been going there for well over a decade, but this new management team is something special. And what more should I have expected from the dealership that actually wrecked the side of my truck bed while driving it out to me! Sometimes you just have to blame yourself for being hardwired with K-9 loyalty genes. Not anymore. I gave them every opportunity to make this right and they will never get another penny from me. In fact, I doubt I'll even buy another Toyota again after all of this and I will be sporting a second truck soon!

It's noteworthy that during the middle of all the work they did, my power steering sprung a leak and I had to make an emergency stop to get my rack and pinion replaced. Another $1,200 in auto expense but accusing them of damaging that would be approaching criminal activity and I digress.

And the problem? A gas cap. I gave my business to [redacted] and they could not have been more articulate and personable. Those kids had it narrowed down to 80% probability during our first conversion and fixed right the first time. It's been well over 1,000 miles and my baby girl has zero trouble lights illuminated!

So what have I learned? Day Toyota of [redacted] is guilty of scamming their customers, they have incompetent mechanics, or a combination of the two. There is zero chance that it isn't one of the above. They are passionate about taking your money, not having integrity.

Sincerely, [redacted]Desired Settlement: I don't seriously expect even an acknowledgement of this report from Day Toyota of [redacted], but it would be great if people interested in finding a dealership with integrity could read this tale of woe and decide for themselves. I will seek every and all other forums to get the word out!

Business

Response:

October 8, 2015 RE: [redacted], #[redacted] Dear Ms. [redacted]: This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in [redacted] It is a given that Mr. [redacted] had his 2003 Toyota Tacoma serviced at Day Toyota several times over the past few months. His complaint begins on or about the middle of May wherein he diagnosed a check engine light that was on in his truck that he identified as a small emissions leak. He arrived at Day Toyota a week later to allow us to perform our own diagnostics on his truck. A “P0420” code was present, which indicted a faulty 2nd catalytic converter and a broken vacuum switching valve. The parts were replaced, the truck was driven 10-miles, the check engine light remained off, and the truck was released back to Mr. [redacted]. The cost of these repairs totaled $920.77. Over a month later, the check engine light reappeared in his truck. This time, the fault code was “P0442”, which indicated an evaporative emission control leak. We quoted a price to replace the oxygen sensor and we did tell Mr. [redacted] that the locking gas cap on his truck may be causing the “P0442” code to appear. He approved the repair and we ordered the oxygen sensor. We did not charge him for this diagnostics visit. A few weeks later, Mr. [redacted] returned to have the oxygen sensor replaced on his truck. The cost for this repair totaled $305.71. Approximately 2-months later, Mr. [redacted] returned to Day Toyota asking to speak to the manager. I looked up the recent repair history on his truck and I printed a copy to share with him during our discussion. I then went out and spoke with Mr[redacted] and we reviewed the recent repair orders. At this point, he told me that the check engine light had, once again, reappeared in his truck. Mr. [redacted] added that he wanted all of his money back for the recent repairs and he refused to pay us for any other diagnostics to address the codes. I told Mr. [redacted] that we would not reimburse him for the monies he had already paid us to repair his truck and I refused to “eat” another diagnostics fee due to the time that had passed since his last repair visit. I reminded him that the repairs that were made to his truck were essential and relevant. Upon hearing this, he became agitated and he left the dealership. A few points to consider…..first, we were well aware that the gas cap could have been at the root of the second repair visit, but the oxygen sensor was also bad and it needed to be replaced. Second, the check engine codes that appeared during his 2 visits were NOT the same repair codes and one had nothing to do with the other. Third, to accuse Day Toyota of “scamming their customers” is beyond comment. And to suggest that we have “incompetent mechanics” borders on stupidity. And last of all, I take exception to his comment that we lack integrity. Mr. [redacted] took these facts and twisted them into a story of disbelief. The repairs that he paid for were warranted and necessary. We knew that the gas cap was the last piece to solving the repair puzzle and so did he. He didn’t need [redacted] to tell him this – we told him during his last repair visit at Day! Hopefully this response is satisfactory for your records. Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-####… Respectfully, Joe N[redacted] Service Director Day Toyota-Scion 1140 Clairton Blvd. Pittsburgh, PA 15236

Consumer

Response:

Day Toyota's reply is riddled with lies and/or inaccuracies. I can only assume Joe N[redacted] is the manager I talked to on my final visit to Day Toyota because the only thing he got right was that he successfully managed to agitate me that day. Joe N[redacted] didn't know I existed until that final visit so he is either twisting the information given to him or he simply doesn't know what really transpired. When I first came to Day Toyota with the small emissions leak, the manager was a blond haired kid of average height (not a shorter older gentleman like Joe N[redacted], and we discussed the gas cap on the first visit. I told him that the first thing I did after getting the free report from [redacted] Auto Parts (you can get these reports for free everywhere, you don't need to have Day Toyota scam you for $100 each time) was replace the gas cap with a generic one, but the light never went away and the problem remained. So they "ran some tests" and showed it could be three things. One of which was the gas cap but since I had already tried a replacement he talked me into replacing the other two things first. Fact is they knew then that the generic gas cap I bought was just as bad or worse than the original but seized the opportunity. This is where the scamming begins, and it was quickly followed up by incompetent mechanics. I returned to them to have the work performed after they got the parts they needed, and waited for them to call me at a nearby restaurant where I waited for hours but of course they never did so I walked a mile back to the place and found out that their incompetent mechanics ordered the wrong size part. It's the dealership, all they do is work on Toyota, and they got it wrong. That's called: incompetency and it's stupid to suggest otherwise (trust me all they want is your "monies", they have no integrity). So I got a rental car for a few days which was nice of them to do, and I returned when the truck was ready. 100 miles or so after getting it back the light came back again, of course, because the gas cap was still defective. This time it was the same blond haired kid and he made no mention of the gas cap and he managed to get me on the hook for the oxygen sensor. When the light came back on again I returned to Day Toyota to get a reprint of all of the work that was done, the blond haired kid was gone and there is some kid with [redacted] running things now. Trust me, if they gave me their names I would use them but nobody introduces themselves or shakes your hand there. In fact, if you are a loyal customer of 13+ years there is a good chance you will be called "stupid" by Day Toyota. Which is true if you go there to begin with let alone stay loyal as long as I have, but I digress. So he got me the paper work, I went through the whole company thing that I explained in my first complaint. Toyota passed it off to Day Toyota and of course Joe N[redacted] could not be bothered with me so after giving him 4 days I went there, talked to [redacted] and then finally The Wizard of Day Toyota himself: Joe N[redacted] who still to this day appears quite content to hide his pettiness behind smoke and curtains instead of finding the courage to do the right thing. And yes somebody shouted out something about a gas cap as I was leaving to try and further irritate me, but that technically was my 6th trip there for the small emissions leak and not the second time like Joe N[redacted] said it was. If it was for the second time they failed to fix it why did they replace the oxygen sensor and not the gas cap if they knew? I almost forgot that the [redacted] made an effort to walk up to me as I was walking to my truck to get the heck out of there for the final time, I can only assume that he intended to provoke me somehow but then thought better of it. Good riddance to that place! And you know what, if I don't get my money at least maybe some good can come out of all of this and their business can be made better so hard working, loyal,blue collar folks won't be scammed by Day Toyota in the future! Hopefully they won't blow all the money they stole from me on more of those horribly boring local commercials. Thank you [redacted] and the Revdex.com for being there!

Review: I was involved in an accident on May 3, 2013 and took my truck to Day Toyota may 6, 2013. Both headlights needed replaced witch were custom headlights. The collision center manger told me that this was not a problem. After not being able to get the correct headlight bulbs the collision manger asked if I could order them and bring them to him witch I did. Now after getting my truck back and having to return over 5 times do to poor wiring and poor installation. Day Toyota still have not fixed the lights correct and is trying to tell me that they will no longer warranty the lights. This is because for what ever reason the collision manager couldn't do his job and had to have me go get the equipment. But on top of this they wired the lights up wronged 5 times and the ballasts are not mounted to anything at all they just throwing them under the hood causing them to bounce around witch ballasts are not intended to do. Mind you it is now July 24, 2013 and I still do not have a truck. They have had it for over 60 days.Desired Settlement: I would like to have the light installed the correct way with the ALL the ballasted mounted correct and for them to cover them under there warranty. It is not my fault that the manager asked me to do him a favor I was just trying to be helpful. If I would have known what this was going to turn into I never would had tried to help out

Business

Response:

This reply is in response to the complaint filed with your office by [redacted] against Day Toyota in Pleasant Hills, PA.

A few months ago, Mr. [redacted]’s truck was involved in an accident. The truck sustained significant damage and the cost to repair his truck totaled $9970. At the time of the accident, his truck contained aftermarket headlamps and fog lights. We asked Mr. [redacted] where those items were purchased but he couldn't remember. Our Body Shop Manager, [redacted], told Mr. [redacted] that we couldn’t find the exact replacement headlamps and fog lights and Mr. [redacted] wasn’t happy with the items that we had access to, so Mr. [redacted] found replacement items on his own and we installed them as a courtesy to Mr. [redacted]. Unfortunately, our body technician had a hard time installing the lights, which added more wait time for the finished truck, and Mr. [redacted] became extremely frustrated.

Our Service Director, [redacted], then called Mr., [redacted] to try to remedy his frustration, but Mr. [redacted] laced Mr. [redacted] with a profanity filled tirade. Every time Mr. [redacted] tried to calm him down, the more Mr. [redacted] screamed and yelled. Once order was restored, Mr. [redacted] agreed to send his truck to an outside vendor, [redacted], to have the headlamps and fog lights installed. Once completed, the truck was returned to Mr. [redacted].

Mr. [redacted] returned to Day Toyota a few weeks later with a complaint that the headlamp halo was flickering. We provided Mr. [redacted] with a rental car and we diagnosed the problem. Unfortunately, we found that [redacted] did a poor job of wiring the lights; however, Mr. [redacted] voiced strong opposition with [redacted] working on his vehicle, so we agreed to perform the repairs in our shop and we installed better wire connectors to eliminate the problem. The truck was subsequently repaired and it was returned to Mr. [redacted].

A few days later, Mr. [redacted] returned to Day Toyota with a complaint that the left low beam and the fog lamps were inoperative. He stated that "they just quit working, but could you do me a favor and put these new fog lamp bulbs in instead?" Mr. [redacted] asked Mr. [redacted] if he had tried to install them himself and if he could have done something to damage the lights. Mr. [redacted] denied working on the lights. All he said was that he pulled the vehicle into his shop and noticed wire ties on top of the battery and that the battery had been removed and wasn't installed properly. Once again, Mr. [redacted] asked Mr. [redacted] if he had worked on the lights, but once again, he denied doing so. He clearly was not telling the truth, because after the last repair, Mr. [redacted] had thoroughly inspected his vehicle before it was released to him.

The company that Mr. [redacted] purchased the lights from will not respond to any of our calls or emails, so we can only assume that they will not provide warranty coverage for any of those parts. (We checked on-line and even their website is somewhat suspect!) We decided to take his vehicle to [redacted], a local vendor who specializes in aftermarket truck accessories, and they replaced the ballast that was bad for the left headlamp. The repairs at [redacted] totaled $100, and we did NOT collect the $100 from Mr. [redacted].

When he returned to pick-up his vehicle, he was unhappy that the ballasts were not mounted, so we repaired and mounted them in our shop. He then asked us to install new fog lamp bulbs that he supplied, which we did, and Mr. [redacted] made it clear to him that we are not responsible for the fog lamp warranty – he said that he understood. We also told him that Day Toyota cannot be held responsible for repairing future lighting issues due to the fact that someone else has been tampering with the lighting system on his truck all along. Once again, he denied any involvement, but it was very clear that someone other than Day Toyota had attempted previous repairs to his truck. Because the lights he supplied us don’t seem to have any warranty, he was told that if any more problems arise with those lights, we will provide him with an estimate to repair or to replace them – that is, if he wants Day Toyota to get involved.

To summarize, Mr. [redacted] installed the original HID lights himself, so there is strong evidence that he does like working on his own vehicles. (Why he chose to replace those fog lamp bulbs with new ones is a mystery – the ones he replaced were still brand new!) After the initial body shop repair, he returned to Day Toyota (3) separate times for lighting repairs of some sort, and each time as a courtesy, he was given a loaner car at no charge to him. I’ve been assured that the issues with his lights have been resolved to his satisfaction; however, moving forward, Day Toyota cannot provide a warranty for those lights because they weren’t purchased from Toyota or from one of our approved vendors.

Hopefully this response is satisfactory for your records. Should this matter require any further conversation, I can be reached t0hroughout the day at ###-###-####…

Respectfully,

General Manager

Day Toyota-Scion

1140 Clairton Blvd.

Pittsburgh, PA 15236