Endurance Auto Parts

The customer came in to the dealership to return his leaseHe spoke with [redacted] upon dropping off the vehicleSince this car was not purchased through us we are basically only grounding the vehicle until Toyota picks it upWe are not responsible for the vehicleYes you are allowed to turn your car in to any Toyota dealership, but we do not fill any paper work out on the carWe only hold it till Toyota comes to get itOnce they pick up the vehicle Toyota is fully responsible for the vehicleThis was explained to the customer when he came back in to complain about itArt is not responsible for his vehicle turn in

After multiple days of
attempting to reach Mr. [redacted] he called me back the afternoon of April 29,
2015. We reviewed his experience from his perspective. After understanding his
frustration was based around the misunderstanding of how it was a necessity to
repair the stripped oil pan due to...

the drain plug bolt, I was able to describe
the process to his satisfaction.
 
He brought his vehicle in for an
oil and filter service. One of the first steps of that service is to remove the
drain plug to drain the old oil out of the engine. When doing so the oil pan
threads that hold the drain plug bolt came out with the bolt. With no threads
to hold the bolt we were unable to reinstall the drain plug bolt creating a
needed repair - Saying this Mr. [redacted] has not been to our Service Department
since June of 2013 and almost 35,000 miles ago so we are extremely confident
this issue did not occur due to our workmanship. I reviewed with him our
process of using torque wrenches to reinstall the drain plugs post servicing to
ensure we don’t exacerbate an already highly used bolt and pan interface that
endures heating and cooling cycles regularly. I invited him down to the Service
Department at his convenience to allow me to walk him through our shop and show
him our process of servicing vehicles as I described. I attempted to increase
his confidence in who we are and how we do business by allowing him to visit
unannounced to ensure we weren’t prepping for him and to solidify this is who
we are every day. Additionally I offered to provide a discount on the repair
made as a goodwill gesture to reinforce that we aren’t in business to alienate
our community through unnecessary repairs but to support through transparency,
clarity and consistency.
 
When I asked him if he was
satisfied and or if I could do anything else to assist, he stated it made sense
and was pleased with the explanation and offers.
[redacted]Fixed Ops Director

The customer came in to the dealership to return his lease. He spoke with [redacted] upon dropping off the vehicle. Since this car was not purchased through us we are basically only grounding the vehicle until Toyota picks it up. We are not responsible for the vehicle. Yes you are allowed to...

turn your car in to any Toyota dealership, but we do not fill any paper work out on the car. We only hold it till Toyota comes to get it. Once they pick up the vehicle Toyota is fully responsible for the vehicle. This was explained to the customer when he came back in to complain about it. Art is not responsible for his vehicle turn in.