Faulkner Toyota of Harrisburg

September 25, 2015*** *** *** was directed to our dealership with a case from Toyota Motor Sales with a recall for a frame perforationHis appointment was on December 2, 2014, His vehicle was inspected for the frame Customer Service Campaign, but did not qualify due to the aftermarket
components on the frame and the fact that his frame was altered to make the lift kit work or his frameFaulkner Toyota contacted the Field Technical Specialist and the District Service and Parts Representative to see if they could make a provision to have the Customer Service Campaign performed on *** *** truck, Toyota allowed it and we performed the Customer Service Campaign when the frame and parts arrived, which unfortunately was months laterDuring the process *** *** requested that he be present and perform the alteration to his new frame, which voided the warranty the moment he altered the frameAfter the work was completed and *** *** picked his truck up, he called back requesting we look at it because some bolts were not the correct bolts for those locations and that there were bolts that were not tightWe agreed to look at the vehicle again, in the efforts to help *** *** we looked at the bolts and did replace bolts on the the shock and lower ball jointThe bolts that *** *** claims were loose are bolts for the aftermarket lift kit which is not a factory component, *** *** called back again claiming that there was damage to his aftermarket wheels, again we agreed to look at themWhen *** *** came in we looked at the aftermarket rims, there seemed to be some light streaking on the coating of the rimsSo with out knowing if it had been done at our facility we agreed to replace themThe cost was So we orderd the rims and when they came in We let *** *** open them himself so he could see they were new and un open*** *** found fault with some of the rims and requested that another one be orderedThis again required us to have him come back, again these were *** *** request which required another visitWhen he returned he inspected the last remaining rim, we installed it and he took the truckDuring all of these visits he requested to be present during the install of all components*** *** called again claiming that his lug nut was stripped, He said that he was checking the torque on his lug nuts and one was strippedWe ordered a fill set of lug nuts for *** *** and shipped them to himAt this time we felt that *** *** was fleecing us for new parts for his truck, *** *** then again called us back about a month later saying that his trailer lights were not working, he said only one side is working, The trailer lights were never warranted on the original Customer Service Campaign and since *** *** altered his frame along with several other components on his vehicle they are no longer under warranty*** *** contacted Toyota Motor Sales of America and they denied his warranty and any further work on his truck, Faulkner Toyota will not work on *** ***'s truck eitherHe has misled his repairs, did not give the full story behind the alterations and has worked on his truck himself possible damaging the components himself.Tony W.Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:You have not taken care of the items that we agreed upon during the sale or after the factMy door is still not operating correctlyIn addition, as a result of you "going above and beyond", when you replaced my windshield you caused damage to the vehicle by cracking the wiper cowl, knocking off a deer whistle and leaving debris and black residue behindRyan M*** stated the wiper cowl would be fixed via email and now you are stating you won'tYou are trying to discount the above items and divert the attention to what you have done instead of taking care of what you haven't done. I don't feel as though I am asking for anything astronomical, just what you said you would do.I also have the paper work that you provided on service recordsI am attaching my copies of email correspondence with you service department for your records.You are correct that you fixed some things at no chargeHowever, I don't know of any car dealership in the business of doing that many things at no charge. Obviously most of those things were done because there was an issue on your partYou fixed at no charge the passenger side visor lightbulb and split the windshield cost, and I thank you for that, but that doesn't mean that you don't have to do what was initially promisedJust so you know the windshield cost was split because I pointed multiple knicks out during purchase and was told the knicks were cloth residue from washingIt was only after I pushed the issue that you agreed to pay half.You replaced my serpentine beltWhen I purchased the vehicle I was told by Logan it was making that noise because it was cold but if it continued to bring it in and you would take a look at it. This is why this was replaced.You replaced a driver side mirror and lightbulb because Logan Sterling stated that should have been caught when the vehicle went through the multi point inspection before it is put on the sales lot. I was duct taped on with wires exposedThis is why this was replaced.The glue was removed because your technician either took the whistle off when they replaced my windshield or kicked it off and then tried to glue it back onYou provided me with a loaner however, everyone who purchases a vehicle there gets a rental during service.Bottom line is you have not done what was promised and I will not let this go until I have resolutionRegards,*** ***

October 22, 2015As stated in the previous correspondence, all future correspondence should be directed to, Toyota National Headquarters *** *** *** ***. Torrance,CA *** Toyota National Headquarters has information on this case, which we are unable to discussFaulkner Toyota has provided you with all the information we have and complied with all of *** ***'s requests, Again Toyota Motor Sales of America has denied the warranty or repair of *** ***'s vehicle in accordance with its instructions and procedures pertaining to LSC EOD.Faulkner Toyota Scion HBG

October 5, 2016 Dear *** ***,In response to ref:# *** *** *** *** and *** *** *** With the purchase of a *** *** VIN# *** purchased on January 1, Enclosed you will find the WE OWE that was issued and any invoice of the repairs that
*** *** requested along with addition request that Faulkner Toyota took care of at No Charge for *** ***As per the WE OWE #*** issued to *** *** on 01/21/the agreed upon repairs were to be the driver's door and the driver's seat heater repair.On repair order # *** Feburary 5, 2016On line B: the technician *** diagnosed and made proper adjustments to the driver's door hinge and was working as designed.On line D: We replaced the driver's side seat heater that was on WE OWE # ***On line C: We also replaced a driver's side visor mirror at no chargeOn line D: We replaced the windshield and spilt the cost with *** *** On line H: We replaced a bulb in the passenger side visor at no charge.During this visit we provided a loaner vehicle at no charge also.*** *** returned on February 29,with a concern that the driver's side lumbar was not working and that there was a belt noise.On repair order # *** line A: We diagnosed and verified that the driver's seat lumbar was working as desgned.On line B: We diagnosed the belt noise and replaced the serpentine belt at No Charge.On line C; We removed the glue from where the deer whistle was and we cleaned the areas that *** *** requested be cleanedWe at Faulkner Toyota feel that we have gone above and beyond to try and accommodate *** ***'s concernAs documented we have taken care of the items that we agreed upon during the sale of the *** *** VIN# ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Faulkner Toyota is literally passing off its problems to Toyota Corporate. Toyota Corporate did not cause these problems with my truck, Faulkner toyota caused the problems with my truck. How can a business operate, mess up, and cause serious saftey concerns, and not own up to them? by passing them off to toyota direct? NO this is unacceptable Faulkner Toyota. Your business practices are ridiculous and malicious towards customers!and I have proven in previous responses that all Faulkner Toyota knows how to do is lie and attempt to manipulate people.  
Regards,
[redacted]

March 03, 2017 Dear [redacted],In response to ref:# [redacted]. We have spoken to [redacted] 3 times and authorized the repair of his vehicle by a 3rd party as he requested. We also authorized a loaner vehicle as he requested. He said he would have to discuss with his wife if that...

would be adequate? His said his wife requested an identical vehicle that they are driving, however we do not have supplies of loaner, so we suggested a [redacted] van and [redacted] said again that he would have to check wife. So at this point we are waiting on [redacted]. Last correspondence was with [redacted] and [redacted] on Tuesday, March 7, 2017.

October 21, 2016Dear [redacted],This message is in response to [redacted]'s latest response. Faulkner Toyota will in the nature ofgoodwill will order and install the driver's door pin/hinges and the windshleld wiper cowl. Faulkner Toyota will not extend any further repairs or parts for her 2007 [redacted].The parts have been ordered and someone from Faulkner Toyota service department will contact [redacted] when the parts arrive.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]