Fairchild Sons of Rockville Centre

Initial Business Response /* (1000, 5, 2016/01/07) */
As soon as we realized we had made a mistake on the customer's vehicle, we wanted to fix the situation for the customerWhen the customer called us, it was difficult for us to to reach a resolution as he would hang up on calls and verbally
harass our staffBut we were able to get the customer's vehicle fixed at our expense at a shop of his choosingMeanwhile, we had the new tires in stock and ordered the new wheels for the customerThe wheels from our vendor were on backorderOur staff member explained the situation multiple times by phone and in person with the customerHowever, he wanted the wheels by January 1, Since the vendor was unable to have the wheels available for us that soon, the customer asked for a refund on December 29th, so we cancelled the wheelsA staff member called the customer on December 30th about issuing a full refund for parts and labor of $1,and to schedule a time to pick up the checkAs seen in the photo, the refund check was picked up by the customer's fiancee on Wednesday, December, 30, at 4:PM
During all of this dialogue between our staff and the customer, the customer physically threatened our owner and a staff memberEvery staff member has heard him verbally harass at least one of the other staff membersOn January 7, 2016, after issuing the refund, the customer drove by our building yelling at one of our staff membersI hope that by issuing the refund we can resolve this issue
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */

Initial Business Response /* (1000, 9, 2015/09/09) */
On Friday, August 14, 2015, we sold a lift kit to the customerWe do not have the machine to perform the alignment neededWhen situations like this happen, we always take it to a 3rd party in town (the one that we know to have the best machine
in the area)We did inform the customer prior to purchase that we would be taking the truck to a 3rd party for alignmentWhile we do not have written proof of this, we do our best to make sure customers know that we will take the vehicle to a 3rd party since the majority of our customers do not like their vehicle(s) being driven across town without their knowledge
Our business hours are Monday thru Friday from 9:AM to 6:PM and Saturday from 9:AM to 2:PMWe are closed on SundaysAlthough the customer's fiancé said that we were closed over the weekend and on Monday, we can verify through receipts, etcthat we were open during these times between Friday, August 21, and Tuesday, August 25,
After talking to the customer on Tuesday, August about the problem with the truck and setting a time to look at it on Wednesday, August after 5:PM, the fiancé posted a complaint on our facebook wall, not a message, on the morning of August stating that we would not rectify the problemWe have a screen capture of the post to our wall as proofThe screen capture is dated August at 10:AM
After this, we agreed to pay for a tow to a 3rd party mechanic on August The 3rd party mechanic stated that the problem with the truck was not an installation error, but it was a problem with the vehicleThe customer and fiancé paid for the tow back to our shop that same dayWe then removed the lift kit and reimbursed them for all of the money they spent on parts and did not charge them any money for laborWe have a receipt from the 3rd party mechanic with proof that we paid for the tow, the problem with the vehicle, and the time that the work was completed which was 4:PM on August 26,
Initial Consumer Rebuttal /* (3000, 14, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The supporting documents are from their 3rd party dealer who also refused to correct the issueWe have a $2,invoice from Toyota, who had to fix the truck because ST and their 3rd party dealer refused to fix it
Final Business Response /* (4000, 22, 2015/09/25) */
***Document Attached***
I think the pdf that I was trying to upload was too large, so I am submitting this again since I did not receive any confirmation that my response was received
We did pay for the tow, reimburse all money for parts, and not charge any money for labor to do so before we received the customer's formal complaint, so part of the desired resolution has been metAccording to the receipt from the 3rd party mechanic, the client declined repairsThey did not refuse the fix the truck as was claimedThe 3rd party mechanic stated that the power steering failure was not due to an installation errorThere is quite a bit of documentation on the 2009-Toyota Tundra's power steering failuresThis has happened to trucks both with and without lift kits, therefore there is no research to confirm that there is a direct link between installed lift kits and power steering failures on 2009-Toyota Tundras (see supporting article below)Also, pof the Toyota Tundra Owner's Manual states: "Do not turn the steering wheel fully in either direction and hold it there for a long timeDoing do may damage the power steering pump." Some drivers state online that even seconds of holding the steering wheel in either direction is too longGiven that the truck has a little over 65,miles in it and the previous information, it is difficult to confirm that the power steering failure was caused by the installation of the lift kit when it was confirmed that there was no error in installationPlease see the supporting article below and attached receipt from 3rd party mechanic and page from the owner's manualI did not include the full manual because the file is so large and I had trouble with it last time
Article source: ***.com
Are Lift Kits Causing 2009-Toyota Tundra Steering Rack Failures?
*** *** Oct 15,
Toyota is investigating a rumor that lift kits could be causing steering rack failures in 2009-Toyota Tundra pickupHow could this be possible? Does this rumor have any merit?
In a June Tech Tip (Tech Tip T-TT-0183-12), Toyota has alerted dealers about the possibility that lift kits may be causing steering racks in the Tundra to failToyota states: "Some 2009-Tundra vehicles may exhibit a condition where the Steering Rack shows evidence of leakage at the bellows (boots)This may occur on non-modified, original equipment vehicles as well as modified (lifted) vehicles."
While this Tech Tip is based on a rumor and Toyota has not yet confirmed that this is an actual issue, they are still investigating it seriouslyThey have alerted their technicians to look for steering rack leaks in Tundras built during this timeTechnicians have been asked to report any vehicles with steering rack leaks to Technical Assistance (TAS)
EDIT: After reviewing this article, we want to make it clear that some Tundra owners are absolutely experiencing steering rack failuresIt's not a "rumor" that these failures are occurringThe rumor is that the problem is caused by lift kits, which has not been confirmed
If Technical Assistance is made aware of an ongoing pattern of steering rack leaks in 2009-Toyota Tundras, then we may see a Technical Service Bulletin calling for a replacementUntil then, this is simply a Tech Tip based on a rumor that is currently under investigation
Even though this issue is currently being investigated as it should be, there are a few tidbits that consumers and Toyota Tundra owners should be made aware of
This rumor does not really make much senseHere is why:
Essentially, Toyota has been using the same steering rack design since 2007, with a minor change in Since 2009, the steering rack design has been the exact sameIf lift kits were causing the steering rack to leak, or if there was a design issue with the steering rack, we should have heard about it back in Not three years after this minor change
This is not to say that some consumers have not had experiences with a leaking steering rack in these TundrasHowever, it is probably safe to say that this issue would indicate a quality issue with the steering racks, not a design issue calling for steering rack replacement in all 2009-Tundras
This investigation Toyota is currently conducting will determine for certain what the real issue isOnly time will tellIn the meantime, consumers should not assume the worstThey should, however, pay a little more attention to their vehicle and check for odd leaksIf they notice anything abnormal, they should see their local dealer
Final Consumer Response /* (4200, 24, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The businesses' response is unacceptable because the truck did not have any of the problems listed on $2,invoice before the level kit was installedWe tried to contact both the 3rd party dealer and ST regarding the problems that the truck was having on Friday, August 21st, as soon as we noticed that the truck was pulling to the right, which it had not done prior to ST and their 3rd party working on the truckToyota performed a detailed certified inspection of the truck prior to selling it to usTherefore, any "rumors" that are quoted in ST's rebuttal are invalid because the truck was already cleared of any issues when we purchased itFurthermore, the article that the business quotes is not from a reliable sourceIt clearly states on the referenced website that, "Toyota Motor Corporation, Toyota Motor Sales, U.S.A., Incand their affiliated companies are not responsible in any way for the contents of the site, which are solely the responsibility of the publisherThe contents of the website do not reflect the policy or opinions of Toyota Motor Corporation, Toyota Motor Sales, U.S.A., Incor any of Toyota's affiliated companiesThis website is not affiliated with, endorsed, sponsored, or supported by Toyota Motor Corporation, Toyota Motor Sales, U.S.A., Incor any of Toyota's affiliated companies." In addition, on the invoice from the 3rd party dealer that ST provided, it clearly states that the "inner rack seals leaking do to angle change on inner tierod." This angle change is due to the installation of the level kit by ST, thus providing proof that ST caused the problem
Therefore, since Toyota cleared the truck of any issues with their certified inspection, plus the fact that it did not have any problems before ST worked on it, and the 3rd party dealer clearly stated that the work performed by ST by installing the level kit caused the break down, we still believe that ST should reimburse us for the expense to have the truck towed to the Toyota dealer and the expense of having the truck fixed