Exertec Health & Fitness Centre

I am sorry that Dr. [redacted] is not happy with our dealership.  He has been a very good customer over the years.  We would never do anything deliberately to lose his business.  Before I ever received the Revdex.com complaint we heard from Toyota that Dr. [redacted] was not satisfied.  I sent him...

an email and left him a voicemail message asking to discuss his concerns.  I never heard back from him on either communication.We did service Dr. [redacted]'s 2009 Camry on 8/21/15.  At this time we only did an oil change, replaced wiper blades and did a brief multipoint inspection (see attached repair order).  There were no notes on the repair order to do a tire rotation.  The brake inspection was a visual inspection and I agree we should have caught that brakes were starting to seize up in the front which was causing some of the noise.  We would not typically of caught an exhaust bracket being lose on this inspection.  It is more fore the fluids, brakes, tires, and other visual items.  When Dr. [redacted] came back in on 9/2/15 for noises we found the broken bracket for the exhaust and that the front brakes were seized.  This time the vehicle went to a regular flat rate technician, not just a lube tech.  We did not charge Dr. [redacted] for this inspection.  I do agree that our quote to weld the bracket may have been a bit high.  The brake price is about the same as all other Toyota dealers in the area.  There are brake places that use non factory components so the cost is typically less.  They also don't come with any type of factory warranty on parts and labor.  I am not sure what would make Dr. [redacted] happy at this point.  I understand his feeling of mistrust and we would like to earn it back if he would give us a second opportunity.Sincerely,[redacted]

This consumer response was received by Revdex.com via phone.The consumer said she considers this matter to have been resolved and she feels the business was trying to help her. She said she feels her true issue is with the accident and the insurance claim, she said she feels the head gasket problem was a result of the accident she was involved in.

[redacted] bought her own car.  It was a lease that she purchased back from Toyota Financial Services.  We just facilitated the paperwork.  I think this is where the problem is.  She thinks she negotiated a deal to buy a car like a customer would do if they purchased a car we owned...

on our lot.  This was her car.  Any damage on the vehicle was from her.  The price she paid is the exact dollar amount we get from the bank.  Every dollar she paid for the car goes back to the bank.  My finance manager Matt K[redacted] took care of several items for her out of good will since she has been a long time customer.  We tried her windshield wipers together and they worked fine.  No streaks at all.  The mirror mount is attached firmly to the window with no wiggling.  The mirror that attaches to the mount is two pieces of plastic and can not be tightened.  The scratch on her bumper is more of a large gauge.  It is a plastic bumper and can not be buffed or wet sanded.  She would need to go to a body shop to get it fixed.  Once again this gauge came from [redacted] hitting something.  It had nothing to do with Motorcars.Motorcar went above and beyond to help this customer and she does not understand this and is unwilling to see that she bought her own car and there are no negotiations with the Bank or the dealership.

In good faith we will go ahead and give him his final payment.

We have already contacted Mr. [redacted] about refunding his deposit.  He special ordered a vehicle that is not something we stock or typically sell.  While we were waiting for the vehicle to be built he bought a Ford.  Motorcars will now have a Truck with a bench seat that is not...

desirable inventory, but we felt it was right to refund his money in anticipation that we can earn his business down the road.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The two years worth of oil changes (Toyota Care) are offered to every Toyota customer in the Country.  Every vehicle has stickers on them talking about Toyota Care.  We have signage around the dealership.  As mentioned before, we did not take here cd's.  If she could give me the names of the CD's we can see if we can find some used ones.  $300 for cd's seems a bit high.  I would be happy to workout a prorated return for canceling her Platinum program if she is interested.

This is in reference to [redacted] complaints.  We factory certified the car and do not feel
it is necessary to pay another dealer to do the same thing.  We have spent the last several weeks going
through the smallest details trying to make Mr. [redacted] happy.  He said if we...

completed all the items on his
list he would be happy.  Now that we have
done this he wants more.  At some point
this needs to stop.  Mr. [redacted] has
publicly displayed his dissatisfaction on multiple websites.  He promised to remove these if we took care
of all of his concerns.  Now this is
another one of his tactics to try and extract more money from us.  Motorcars has a great reputation in the
community and we always take care of our customers.  Every once in awhile we can not afford to keep
a customer.  I told Mr. [redacted] on numerous
times if he did not like Motorcars and he was not happy with his car we would
give him every single dollar he spent back. 
I am out of options at this point. 
Mr. [redacted] filed a complaint with the Attorney Generals office earlier in the month.  Feel free to speak with [redacted] at [redacted].  He will give you some insight on how difficult Mr. [redacted] is to work with and how irrational he is.  The AG did not find us guilty either.  The reason [redacted] was in need of a new vehicle in the first place is because someone disliked him enough to set his previous car on fire.  Please feel free to give me a call if you would like to discuss further.
[redacted]
[redacted]

Attached are [redacted] Smith's service records along with a copy of the Limited Powertrain Warranty.

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.
I appreciate the phone call and email left by Mr. [redacted].  While I am aware that mistakes and oversights do happen, not taking responsibility is by far the worst a business wants. I spoke with the Service manager and he was most disinterested in listening to the concerns I had. He claimed not once but twice that "the dealership has not idea what a service / lube technician does or does not" even if the  the work order states what needs to be performed.  So my question to the dealership is "why do you charge for work not performed"???Additionally, a "bit high quote" of 215$ +taxes is 1075% more than what I paid ($20). I also did receive a 1year factory warranty on parts and labor for my brakes service and replacement. While I know that everybody needs to make a living,  don't scam people just to make a few bucks.Well the word of mouth is the best advertisement.
Regards,
[redacted]

Thank you so much for resolving the issue. I appreciate your sincere effort.[redacted]Chandra Shekar8:23 PM (12 hours ago)to meThank you so much for resolving the issue. I appreciate your sincere effort.Chandrashekar Kashyap

At this point Motorcars believes we have fulfilled all of our responsibilities to Mr. [redacted].

I am sorry that the battery went bad in a brand new car.  Obviously we would not want to have a customer purchase a new car and have the battery go dead with in the  first 3 days.  As the customer stated we replaced the battery with a brand new one and she should not have any further...

problems.I will speak with my manager on how he handled the situation and make sure that he handles the situation different in the future.  I did leave a message for Mrs. [redacted] apologizing for the situation.

Motorcars Toyota sold Mr. [redacted] a 2015 Toyota Corolla on 5-30-15.  Please see the attached buyers order where it shows Motorcars included a $254.27 payment on his previous lease vehicle.  Mr. [redacted]'s Signature is just below this portion.  [redacted] told us that he...

had one remaining payment and that is what we figured into his lease.  He claims that we were going to make two payments, but nowhere in the deal or from Toyota were two payments ever shown.