E & E YARD SERVICE

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Finance manager will contact him regarding Easycare for cancelation

I have already talked to [redacted] and he understands that he bought the car over a year a go and we are not responsible for his keys a year later if we were missing any item from the car we will issue the customer a Doc (Due Bill) stating that we are responsible for the missing itemhe doesn't have anything from us stating we owe him keysthere is no proof at all I am very sorry to say that we are not responsible and would not be able to provide [redacted] a free key

Complaint: ***I am rejecting this response because:
*** is lying, he did ask me to cancel my services because I didn't buy the tires that he was recommending for $900+He is being defensive and dishonest here with his statementI didn't get mad because he was not rotating the tires, I got upset because he was force selling the tires to me and when I didnt buy the tires he didn't want to service my carHe also made an invoice for my prepaid service and didn't vacuum my carHe only performed all the other services because I asked him to do so and was adamant about it
Now that his acts are exposed, he is trying to conceal it with his lies by trying to say that I am making things upI have no reason to do so and it will be very sad if the management at melody toyota will get manipulated by him because truth will eventually surface
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to withdraw this complaint, it has been resolved directly with Toyota. Thank you
*** *** **
Sincerely, *** *** **

Initial Business Response /* (1000, 5, 2015/11/24) */
Called Customer said he already received refund
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
Dear Miss ***,
This is to inform you that this complaint is fully resolvedI sent a previous email on 11/19/Thanks again
for your assistance and prompt action in resolving the matterMelody Toyota refunded the full amount to me on Novand I am fully satisfied

*** ** came to the parts department and prepaid for the special order mirror. *** followed up with the parts department to find out the status of the mirror and was told that it was on a back order, so the only work that was performed on *** **’s car was a recall and *** informed *** **
that he would call her when the back ordered mirror came in. the next day *** followed up with the parts department to find out the status of the mirror and was informed that it was still back ordered and called *** ** and left her a vm to inform her that the mirror was still not in but apparently she did not receive his message. *** ** called *** the next day and left him a message and *** called her back and left another message but it appears as though they were playing a little bit of phone tag.
The mirror is now in and *** ** has an appointment to install the mirror on Wednesday 07/12/2017; for her inconvenience we are charging *** ** only $to install the mirror instead of $when she bring her vehicle in on Wednesday
Please understand that we are not in control of back ordered parts and are at the mercy of the manufacturer and must wait on them. We strive to take care of all of our customers and do our very best to get their cars done as fast as possible as we completely understand the fact that not having transportation is a very big inconvenience to our customers. We are sorry that *** ** was inconvenienced and will do everything we can to replace her mirror when she comes in on 07/12/and get her vehicle back to her ASAP
Thank you
** ***
General Manager
Melody Toyota

Initial Business Response /* (1000, 5, 2015/11/24) */
Finance manager will contact him regarding Easycare for cancelation.

I have already talked  to [redacted] and he understands that he bought the car over a year a go and we are not responsible for his keys a year later.  if we were missing any item from the car we will issue the customer a Doc (Due Bill) stating that we are responsible for the missing...

item... he doesn't have anything from us stating we owe him keys. there is no proof at all . I am very sorry to say that we are not responsible and would not be able to provide [redacted] a free key.

Initial Business Response /* (1000, 9, 2015/08/20) */
Good Morning,
I apologize for not responding sooner. The emails were sent to my spam folder.
The car that the customer was requesting was not in our inventory. [redacted] and [redacted] worked to see if the car he was requesting for could be...

located but unfortunately the vehicle he is requesting is very limited. [redacted], and the sales managers explained to him that the car is limited and they are working there best to locate the vehicle he is requesting. We explained to Mr. [redacted] that it may take time since the vehicle is limited. Mr. [redacted] did not want to wait for us to locate the vehicle.

My Name is [redacted] . and I am dealing with this customer Rosario Salonga  . I do have an appointment with her on 12/05/2017 at 5:30 pm to address all her concerns .

First of all let me say that I appreciate you reaching out to me with your service issue, I am always looking for ways to improve our service department and this is most certainly an opportunity.
 
I spoke with [redacted] with respect to your recent service visit and inquired as to what...

transpired that made you so upset.  [redacted] stated that he informed you that your tires were bald and that we do not rotate tires that are bald due to the fact that when you rotate tires you are rotating them to insure that you are prolonging (or doing your best to extend) the life of the tires.  [redacted] stated that you were not happy with the fact that we were not going to rotate your tires.  [redacted] also stated that he informed you that we would indeed perform all of the services that your vehicle required at that particular interval (65,000 miles ) that you purchased with your pre-paid maintenance with the exception of the tire rotation.  I looked up your repair order #[redacted] and we indeed performed the 65,000 mile service with the exception of the tire rotation due to the fact that the tires on your 2015 [redacted] were bald.  We performed the 19 point inspection and topped off all of the fluids, that in essence with the tire rotation is what comprises the 65,000 mile service; your vehicle has synthetic fluid so an oil change is performed every 10,000 miles so the oil change will be performed at 70,000 miles.
 
I also asked [redacted] if he stated that you should return your pre-paid maintenance and he stated that at no time did he mention that to you, so I am not certain what occurred between the conversation with you and [redacted].  If he did indeed state that please rest assured [redacted] that it was completely uncalled for and in no way will that type of treatment of our guests be tolerated either now or ever in the future.
 
I will inform you of this [redacted], at Melody Toyota we pride ourselves in treating each and every one of our guests with courtesy and respect and If I have a member of my staff that is falling short of this in any way, shape, or form then I will take action to insure that this type of behavior does not occur in the future.  So if this was not what you experienced during your recent service visit then please accept my sincere apology.  We have the privilege of serving thousands of guests a year here at Melody Toyota and we do not take that privilege for granted.
 
If I may be of any further assistance please do not hesitate to contact me.