Faulkner Toyota

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Faulkner Toyota is literally passing off its problems to Toyota CorporateToyota Corporate did not cause these problems with my truck, Faulkner toyota caused the problems with my truckHow 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 ToyotaYour 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]

Dear ***:This letter is in response to a letter received from your office dated Friday, May 01, 2015.The ID# is ***The customer’s name is *** ** ***The letter is in reference to *** ***'s Toyota ***.Faulkner in fact repaired *** ***’s vehicle as she
statesWe performed exactly the repairs listed on the estimate and the final invoice enclosed with this letterThe vehicle was towed into Faulkner Body Works on October as a non-drivable repairWe performed repairs as per the estimate provided by *** *** *** *** *** on behalf of her insurance company, Amica Mutual Insurance CompanyAfter disassembly we performed any additional repairs needed and discovered by a supplement estimate and inspectionThe vehicle had miles at the time of repairThe customer did return to us at in early December with a concern of the temperature running higher and coolant being added by AAA on a service callWe performed a visual inspection for leaks, we found no leaks and the coolant level to be in low range as indicated by the coolant bottle high and low fill marksWe topped off the coolantThe second return the MIL light was on, we checked and found a variable valve timing solenoid code and reset the lightThe coolant level was not low on this visit.She then had diagnosis performed at the Toyota Service Department for the MIL lightThe cause of the light was a VVTI solenoid, they ordered a part to correct the issue and she was returning for repair at a later date when the part would be in stockEnclosed is an invoice dated Decemberthrough 19Janwhich is the return visit for the MIL light on and vehicle missing when drivingToyota Service informed her the vehicle had a leaking head gasket and that was the cause of the overheating and missingThey recommended replacing the engineShe contacted the body shop at that point and wanted to know if this was caused by her accidentThe employee who handled her insurance claim at the body shop contacted her insurance company and informed them of the situation they sent an adjuster out to inspect the vehicle and that adjuster determined the issue was not a result of the accident.It was at that point she called and talked to meShe felt if it was something we should have checked because of the accident and let the insurance company know it was badI informed her the engine would need to be dis-assembled to check the head gasket, it is a onetime use gasket and it would need replaced if dis-assembledI told her this was not something that was checked during the course of repair for a collision of this typeWhen the vehicle was repaired at the body shop it had miles on itOn the enclosed invoice from the service department the vehicle had miles on it for a difference of milesIn my professional opinion and experience if we had damaged her engine block or head gasket the vehicle would never have gone that many milesWe did not perform any repairs to her engineWe replaced a radiator hose and re-filled her cooling system because of damage to the hose during the collisionThe vehicle did not lose any coolant from these repairs or have any external coolant leaks after the repair (none mentioned in the letter as well)The coolant was being burned in the combustion chamber as a result of the head gasket failure, not a result of any repair made by the body shop or the service departmentI spoke with a representative from *** *** and there are no notes in the claim file stating Faulkner caused any damage as stated by *** *** in her letter to youFaulkner did not cause or create this problem during the repair or diagnosis of the vehicleThis failure can happen on any vehicle.Please let me know if I can be of further assistance in any way with this matter.Sincerely,Todd KBody Shop Manager

September 25, 2015
[redacted] was directed to our dealership with a case from Toyota Motor Sales with a recall for a frame perforation. His 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 frame. Faulkner 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 [redacted] truck, Toyota allowed it and we performed the Customer Service Campaign when the frame and parts arrived, which unfortunately was 5 months later. During the process [redacted] requested that he be present and perform the alteration to his new frame, which voided the warranty the moment he altered the frame. After the work was completed and [redacted] 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 tight. We agreed to look at the vehicle again, in the efforts to help [redacted] we looked at the bolts and did replace bolts on the the shock and lower ball joint. The bolts that [redacted] claims were loose are bolts for the aftermarket lift kit which is not a factory component, [redacted] called back again claiming that there was damage to his aftermarket wheels, again we agreed to look at them. When [redacted] came in we looked at the aftermarket rims, there seemed to be some light streaking on the coating of the rims. So with out knowing if it had been done at our facility we agreed to replace them. The cost was 1200.00. So we orderd the rims and when they came in We let [redacted] open them himself so he could see they were new and un open. [redacted] found fault with some of the rims and requested that another one be ordered. This again required us to have him come back, again these were [redacted] request which required another visit. When he returned he inspected the last remaining rim, we installed it and he took the truck. During all of these visits he requested to be present during the install of all components. [redacted] called again claiming that his lug nut was stripped, He said that he was checking the torque on his lug nuts and one was stripped. We ordered a fill set of lug nuts for [redacted] and shipped them to him. At this time we felt that [redacted] was fleecing us for new parts for his truck, [redacted] 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 [redacted] altered his frame along with several other components on his vehicle they are no longer under warranty. [redacted] contacted Toyota Motor Sales of America and they denied his warranty and any further work on his truck, Faulkner Toyota will not work on [redacted]'s truck either. He 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

--------- Forwarded message ----------From: Ann M[redacted]<[redacted].com>Date: Wed, May 27, 2015 at 6:15 PMSubject: [redacted] complaint #[redacted]To: MyRevdex.com Info <[email protected]>
Attached is all the paperwork related to my complaint.
Thanks,
Ann

[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]

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

Review: [redacted] The price advertised on KBB and the car dealers website for a 2013 Toyota Prius C Two was $2,141 and weather that was a typing mistake or not it is on more than one site not just on KBB but there own so I feel as though they should honor that price since it is advertised that way because it is false advertisementDesired Settlement: The desired outcome is that I should get the 2013 Toyota Prius C Two for the advertised price of $2,141

Business

Response:

To whom it may concern:

Regarding this matter of an errant posted price online—there is a Disclaimer on the bottom of every vehicle price page on our web-site that states as follows:

•While every reasonable effort is made to ensure the accuracy of this information, we are not responsible for any errors or omissions contained on these pages. Please verify any information In question with Faulkner Toyota Scion [redacted],

We apologize for any inconvenience this may have caused this person. We strive for 100% pricing accuracy—our intent is never to deceive.

Sincerely,

Review: I paid Faulkner Toyota to repair a brake issue with my 2003 Toyota Highlander. The brakes made a clicking and grinding sound when applied. They charged me $886.00 on May 10th to fix the problem; however, they did not fix it! They claim the vehicle brake problem was fixed because no code could be identified that associated with the type of problem I was describing and when their mechanic drove the vehicle, no sound was found. On May 11th, I brought the vehicle back to Faulkner Toyota and drove it with a mechanic; it made the sound many times. On May 24th once again I took the vehicle back to Faulkner's as they suggested. Now they claim there is a sensor problem and there is an additional fee due of $248.00 to fix the problem, which they claim was fixed on May 10th.Desired Settlement: I want the my vehicle fixed at no added or additional expense to me!

Business

Response:

Dear [redacted],

On May 9th [redacted]. [redacted] dropped her vehicle off with a brake grinding sound that comes and goes at times. After test driving the vehicle and performing a visual inspect and diagnostic of the brakes, three concerns with the brakes were found. We called [redacted]. [redacted] at that time and explained three things were found at this time that could be causing her concern but we did not duplicate her specific concern at this time. We asked [redacted]. [redacted] if she could stop by so we could show her what we found reference the brakes. [redacted]. [redacted] said that at this time she was not available to come in to look at the brakes but she asked if she could have the old parts back. We told [redacted]. [redacted] she could have the parts back but there would be a core charge for the parts. About an hour later **. [redacted] stopped in and we showed **. [redacted] what we found and now that this could be causing their concern.

Since that repair has been made [redacted]. [redacted] has been back on May 24th with a brake concern at times when braking and pulling into parking spots the pedal will vibrate like the anti lock brake is coming on. After performing the diagnostic the right rear speed sensor system was found not responding at times. We have offered [redacted]. [redacted] to install the speed sensor for free if she pays for the part.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

[redacted], representative from Faulkner Toyota convinced my husband and me the grinding sound we are still experiencing was due to sufficient damage from the brakes. When I picked the vehicle up on May 10th, I asked [redacted] if the vehicle was still making the grinding sound, he said "no"; minutes after driving the same sound occurred. I immediately called Faulkner and talked with [redacted] who asked me to bring the vehicle back. I asked if I could bring it back early the next day. On Saturday May 11th, I dropped the vehicle off to be inspected. After several hours I returned to Faulkner's only to learn that the mechanic assigned to my vehicle test drove the vehicle but could not identify the problem. However, the mechanic asked me to drive the vehicle while he hooked it up to a machine. After only a few minutes, the vehicle made the sound. He was confused because no code identified the problem. He asked me to drive and stop several times, each time when stopping the grinding sound was evident. About one half hour or 45 minutes into the test drive, he asked me to return to Faulkner's. During this time the mechanic said he definitely heard the sound; however he could not identify the problem and asked [redacted] to contact a Toyota Representative to inspect the vehicle. I was asked to bring the vehicle back on May 24th.

On May 24th, I brought the vehicle back as instructed. Several hours later I was told by [redacted] that there was a senor problem on the passenger side of the vehicle and that the problem seemed to be intermittent and in order to fix the problem there would be an additional fee of $246.00. Outraged, I said the sound was already intermittent and you claimed the problem was fixed on May 10th when I was charged $886.00. This is when [redacted] said the best they could offer me was free labor, but I would be responsible for paying for the part. Outraged again, I said I already paid for parts that you claimed was the problem.

On the same day I contacted Toyota USA at ###-###-#### and filed a claim. The claim number is [redacted]. Nothing was resolved from the call. To bring this matter to a close, I want the vehicle fixed without me paying any additional cost.

Regards,