D.D.H. Software, Inc.

In regards to Mrs*** Scion XB, the warranty enhancement is covered by Toyota Motor SalesWe would be happy to repair her car under the warranty enhancement if TMS gave us the approvalUnfortunately that has not been the caseThe warranty enhancement states that an oil consumption test
must be performedWe performed an oil consumption test back in March of and it passedWe have a section in our customer handling guide from TMS that states: Q5: My vehicle currently has engine damage and requires repair before I can have the test performedWill Toyota cover the cost?A5: Repair coverage under this program is dependent on the result of the dealer performed engine oil consumption testAt this time it has not been determined your vehicles engine damage is a result of excessive engine oil consumptionIf your vehicle can be repaired so the engine oil consumption test can be performed, you will be asked to cover the cost of the repairFollowing the repair, the dealer will initiate the engine oil consumption testIf it is determined your vehicle excessive oil consumption the Warranty Enhancement Program repair will be performed at no charge to youAdditionally the cost you incurred to repair the vehicle so the test could be performed will be reimbursable. We have made multiple attempts on behalf of Mrs*** to have TMS review her situation and have been referred back to the above Q & AWe have incurred expense in providing Mrs*** a rental vehicle since May while this has been going on because of the compassion we do feel towards Mrs***s situationThe General Manager has escalated this case to its highest level with Regional managementThey asked about her service history with regards to preventative maintenanceThere is little to no history with Toyota dealershipsWe have requested that she provide informationMost importantly documenting that the oil changes were completed at required intervalsWe are waiting on her to produce these service records? We will hopefully get an inspection from TMS very soon after receiving the records.At that point in time, they will make a final decisionIf they do not approve the repair, then she will have to return our rental car until she decides whether she wants to repair at her expenseWe will offer her a substantial discount on repairing at her expense or should she choose to trade in the vehicle for something else, we will show consideration for that as well based on the family loyalty with our dealership. Sincerely, Keith L***Service Manager(804)417-

We were attempting to find an approval on the *** they were interested in purchasingMechanicsville Toyota does not make credit decisions about approvals for our applicantsThe final Credit decision is up the lendersWe access the credit bureaus and submit on the applicants behalf for
approvalThe inquiries are from the lenders reviewing the applicationWe want to earn everyone's business let us know if we can help you with this purchase

This was the first we heard of the complaint. I approved a good will repair on the leak. A manager has ordered the part and has scheduled for next week.Thanks, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Management immediately responded to her. Apologized for her experience. We presented options that we would pay for on good will basis. Offered to pick up [redacted] so she wasn't inconvenienced. We ended up meeting with her a second time and made concessions on a replacement vehicle. She has traded and...

is now driving a [redacted].