Faulkner Organization

Review: I purchased a $17,000 2009 [redacted] from Faulkner Toyota on Monday April 24th, 2014. The very next day, when I turned on the vehicle I heard a load noise which was eventually diagnosed as a malfunctioning drivetrain. I immediately informed the dealer of the issue and was told to bring the vehicle into service. I brought the car in and the dealer diagnosed the problem as related to the serpentine belt tensioner. The Used Car Sales Manager, [redacted], and I had a disagreement about the fact that the vehicle was making more than one distinct noise. I informed him that while it is very likely that the first noise is caused by what he diagnosed, the second noise is coming from a completely different component. **. [redacted] insisted that it was the same issue and we scheduled to have the vehicle serviced once the parts arrived; because it is a Toyota dealership, they did not have the [redacted] parts in stock. On Thursday March 27th, I brought the vehicle in and that serpentine built tensioner was replaced. It resolved the issue involving one of the noises, however the 2nd noise was to obvious and blatant. I requested that **. [redacted] accompany me to the vehicle so that he could here the noise. **. [redacted] alleged that the noise was "typical in all [redacted] vehicles" and that it was completely normal. I informed **. [redacted] that I disagreed and that I would be taking the vehicle to an [redacted] dealership to be diagnosed. **. [redacted] stated, "if that would give you piece of mind than go ahead,. If [redacted] says there is anything wrong we will fix it." On the morning of Friday, March 28, when I turned on the vehicle in made the same distinct 2nd noise. I immediately took the vehicle to [redacted]. Open arriving I spoke with the service co-ordinator and informed her of the noise the vehicle is making. She immediately stated, "Oh, you have an [redacted], right?" She informed me that the issue involved the drivetrain and that she would need the vehicle overnight. Because it was Friday and they did not perform that kind of service during the weekend, I scheduled to drop the car of on Sunday, March 30. On Monday, March 31, I picked up the car from [redacted]. They diagnosed the vehicle with a malfunctioning Variable Timing Actuator; a component of the drivetrain. I paid $140.00 for the diagnosis and drove the car directly to Faulkner Toyota. I left the vehicle there and gave a copy of the diagnosis to the Used Car Manager as well as placed a copy of it inside of the key envelope that I left with the service department. I was informed by the manager [redacted] that **. [redacted] would call me on Tuesday, April 1. I never received a call so I called Faulkner and spoke with the service coordinator [redacted] who advised me that **. [redacted] was coming up with a plan for the vehicle. On Friday April, 4, I received a call from **. [redacted] that the vehicle has been dropped off at [redacted] for servicing. He informed me that, although the vehicle was still covered under the 30-warranty from the dealership, because the drivetrain was covered under the additional $2,500 warranty that I purchased when I purchased the vehicle, that they would be using that warranty to cover the cost. He further stated that all I had to pay was the $50 deductible. I informed **. [redacted] that I would not pay a deductible and that I would like to be refunded the cost of the [redacted] diagnosis. **. [redacted] refused to honor his agreement about refunding the [redacted] payment, however, he agreed that he would cover the $50 deductible. After hanging up with **. [redacted] I called [redacted] to check on the status of the vehicle. The manage of the service department, **. [redacted] informed me that the vehicle was not there and that there was not request for the vehicle to be taking there. I attempted to get in contact with representatives at Faulkner Toyota that entire week. All of my attempts proved unsuccessful. On Saturday, April 12, I drove to Faulkner Toyota to find out the status of the vehicle. **. [redacted] refused to speak with me and the manager [redacted] came out to talk. I informed him that it has been a full week since I heard anything from them and that I do not even know where my car is. He spoke with [redacted], and found out that the vehicle had been taking to [redacted] to be serviced because [redacted] is closer to them. [redacted] then informed me that the vehicle would be ready for me to pick up on Monday, April 14, or Tuesday, April 15, at the very latest. Both days past and I heard nothing from Faulkner Toyota. On Wednesday April, 16, I called [redacted] and was informed that Faulkner Toyota had ordered the wrong parts and the vehicle was not yet ready. I emailed the General Manager of Faulkner Toyota, [redacted], and detailed the situation. Within three minutes I received a call from **. [redacted] stating that the car would be ready for me to pick up this afternoon. He, falsely, alleged that [redacted] tried to call me on Tuesday, April 15 and left me a voicemail. I have no missed calls nor any voicemails from Faulkner Toyota. Faulkner Toyota continues to refuse to refund me for the $140.00 [redacted] diagnostic and also used my Toyota Care Warranty although the vehicle was still covered under the dealers 30-day warranty. I believe that the dealer was 100% aware of the issue with the vehicle and systematically attempted to hide it from me. BEFORE I PURCHASED THE VEHICLE, THE TWO TIMES I WENT TO INSPECT IT THE SALEMAN, PAUL MOCHALIN, WOULD INSIST THAT I SCHEDULE AN APPOINTMENT WITH HIM SO THAT HE COULD "HAVE THE CAR READY." THE VEHICLE ONLY MAKES THE DRIVETRAIN NOISE WHEN IT IS FIRST TURNED ON IN THE MORNING, WHEN THE ENGINE IS COLD. EVERY TIME I WENT TO SEE THE CAR HE WOULD HAVE IT ALREADY WARMED UP SO THAT I COULD NEVER HEAR THE NOISE. ALSO, WHEN DEALING WITH **. [redacted], HE CONTINOUSLY REFUSED TO ACKNOWLEDGE THE EXISTENCE OF THE DRIVETRAIN NOISE. I was left with no other choice but to take the vehicle to [redacted] to be properly diagnosed.Desired Settlement: I believe that the just outcome, would be a refund for the $140.00 that the [redacted] diagnostic cost, as well as a refund of the $522.11 charged to my Toyota Care Warranty. If it was not for me paying $2,500 for the warranty the dealer would have had to pay that some out of pocket under its 30-day warranty. In effect, the dealer is saving $522.11 at my expense.

Review: It was a bait and switch situation with the estimate. When I refused to accept the second estimate, I was told that I would have to pay for them to reassemble the car to take it off the lot. The extra damage they "claimed" needed repair could not have possibly been damaged based on the situation of the accident. I challenged the added repairs but with the pending cost just to have them put it back together for me to take it off the lot, I agreed to the repairs. The estimate quoted 19 hours of repair...17 days later, I had to call the President of Faulkner [redacted] to light a fire under the Manager of Faulkner Collision to finish my car. I was called a few hours later that the car was ready and that they would only accept a certified bank check and that they would not accept a credit card or personal check from me???!!Desired Settlement: The difference between the first estimate and the second.

Review: Bought car on aprox 3-31-2013. Upon test drive I mentioned the car pulled to one side. I was assured it was the tire being under inflated. A mechanic latter told me the pulling is a swing arm. To get me to purchase, we made a deal to paint 3 panels, 2 paid by them, 1 by me. The paint has runs, drips and is not professional quality. They also concealed the fact that the rest of the paint was faded badly by showing me the car dirty, and then wet. It's black in color. I brought this to their attention immediately upon delivery on 4-2-13. Prior to delivery I also complained about the sliding roof button not working properly, and I was told it needed track greasing. They greased the track. This sticking has been a constant problem and they refuse to fix it. There is grinding noise from the front tire, they are mis-matched and 2 days after delivery I complained the tread not being proper depth after a mechanic looked the vehicle over. Since then, the front end steering part (that they told me was remedied by inflating the tire) has gotten worse and creates a hydroplaning and a general problem with handling safely on the highway. 5 days after delivery there was a check engine light. A mechanic reset it but wasn't sure what the code meant. Upon it happening several more times, and it going on and off, I finally was able to bring it to their service area and have their mechanic look it over. The code, according to them, is a cylinder 4 not firing. I paid for 8 cylinders, and got 7. They sold me a 4 year warranty along with their 90 day warranty. But, even after their own employee acknowledged a problem, they will not even return my calls or emails. These are the highlights of what is wrong with this car. And this needs to be remedied. I paid a premium to buy from a "reputable dealer" because the salesman (Kevin) assured me that their cars were of superior quality and they had warranties that could be serviced there, instead of purchasing from the other dealers that bought cars traded in that were too inferior to be sold at Faulkner's. Sorry, but I was lied to, mislead and cheated.

To recap the facts. I paid for professional paint, and it was not professional quality. I paid dearly for a warranty that is not being honored. I bought a car at a premium for a dealer warranty and that's not being honored. I was told they would fix things prior to my taking delivery and they did not. There is a serious engine problem that they are ignoring along with a front end control problem they are also ignoring. These are the facts.Desired Settlement: Since they do not want to honor their warranty, I want them to pay the local Lincoln dealer to repair and make this car safe. Or, return my money and I'll return the car.

Review: During the purchase process the sales rep, **. [redacted], talked me into purchasing an extended warranty, verbally explaining to me all the details. He officially stated, that if anything happens to my car, that requires bringing it to the service department, I UNCONDITIONALLY, with no questions asked, will get a loaner car for the period, my car will be taken care of at the cost of Toyota. And that was one of the most important reasons, I agreed to purchase that car and that extended warranty.

Today I brought my car to Toyota to get it fixed. When I asked for a loaner car, I was told, there were many "if's and but's" in the situation, and I'm not eligible for a loaner car. The service department rep told me to go and talk to the salesman, that sold me that car, because getting me a loaner would be his responsibility.

The sales person, **. [redacted] was extremely rude and aggressive, he just turned his back to me and walked away. We talked to the Service Department manager, and he said, that if I need transportation to get back to work, he will call a rental facility around the corner, and they would get me a rental car, but Toyota, most likely, will not pay for it. I had no other choice, so, I had to do so.Desired Settlement: Complimentary service, bill adjustment, written apology, disciplinary action against [redacted].