To whom it may concern, recently we had a customer's vehicle towed in for a no start issue with the vehicleI spoke to the customer and explained to the customer the diagnostic fee of $to diagnose the vehicle for the no start issueUpon the completion of the diagnosis, the technician noted that the vehicle needed a remove and replacement of a starter.The customer was given an estimate for $(parts and labor)The customer was also informed that the shifter cable was disconnected due to a broken grommetThe customer then stated that she wanted an estimate for the issue with the broken grommetThe technician stated he could repair the shifter cable without the replacement of the cable itselfThe customer stated that she did not want the cable repaired, but she wanted it replacedThe customer also stated that she did not want any parts put into her vehicle that were not purchased directly through the Toyota dealershipShe was given an estimate for the removal and replacement of the shifter cable of $The customer stated that the estimate was too high I explained to the customer of the cost of the part and the labor required to perform the repairsthe customer declined any and all repairs, and stated that she would have the vehicle towed by AAA to the Toyota dealershipThe customer was also informed that discount of $would be applied to approved repairs as a courtesy to the customer for AAA membershipThe customer still declined the repairs and opted to have the vehicle towed to the local Toyota dealership. Sincerely, *** ***
In response to the complaint submitted by [redacted]; The vehicle had previously been taken to another repair facility. When the vehicle arrived at our facility it had the steering column taken apart already. There were parts in the back seat of the vehicle which were reinstalled upon...
repair, but as we came to find out there were also some parts in the cargo compartment which we were not aware of. The customer indicated that the vehicle was needed back as soon as possible due to the fact that they were in the middle of moving. On our initial inspection it was determined that the ignition electrical switch and the ignition switch housing needed to be replaced. Given the customers tight timeframe we immediately began sourcing part(s) needed for the repair. After calling our local Toyota dealership we were informed that the parts(s) were not readily available and given a lead time of 8-10 business days. We notified the customer of the part(s) dilemma. Given the circumstance we advised the customer that used parts could be used in the repair. We contacted our used part vendor and found that a steering column was readily available. Buying the parts used meant having to buy the whole column, due to the fact that when buying used that's the only option available. The customer agreed to the used part repair. Upon arrival of the steering column it was determined that the steering column was incorrect. The customer was notified of the delay. We contacted our vendor to inform them of our issue. Our vendor sent out another column for next day arrival. Upon receiving the second column, unfortunately we discovered that the part(s) was also incorrect. We immediately contacted the vendor to rectify the issue. Our vendor did some further research and found that there are more than 4 variations for this same application. The vendor also notified us that they had 3 more columns in different variations available, but due to order cut off time we would not see delivery for 2 days. We notified the customer of the situation. We got in contact with a known dealership in California to see if they were able to procure the part(s) any sooner. We found that they could have the part sooner, but it would still a couple of days out. Given the situation we sent our employee to New Braunfels, which is more than 55 miles away to pick up the 3 used columns so we can determine if one of those was the correct one. We did this in an attempt to put the vehicle back on the road without any further delays. We also did the pick up without any cost to the customer. When the columns arrived all 3 columns were incorrect. Advised customer of status. After exhausting all of used parts options we recommended going with the new part(s) coming out of California. The customer agreed. New parts were ordered. We installed the components and reinstalled the parts known about, that were removed at another facility. When the customer picked up the vehicle they were charged for new parts that were installed, but in the rush of getting the vehicle back the description of the part was overlooked by us and not changed to show new part description. We have documentation on the new parts that were installed. It was our highest priority vehicle and we went above and beyond to ensure that we could get the vehicle back to the customer in the shortest amount of time. We apologize for any inconvenience to the customer for parts that were not reinstalled, but the truth of the matter is that it is very difficult to pick up where another shop left off, especially when parts are scattered. It is never our intention to put an unsafe vehicle on the road. I will be attaching documentation of the new parts that were installed.
Complaint: [redacted]
I am rejecting this response because:It is not true. Again, I have reported this incident to AAA as this company was stating they were affiliated with AAA when they wee not. My daughter has pictures of their card stating they were affiliated with AAA along with a picture of...
the AAA affiliation in their window. My complaint was never regarding the issue with what they wanted to do to my car, it was that they stated they were something they were not. In addition, there was NEVER anything wrong with my starter, and that is not the reason my car would not start.
Regards,
[redacted]
We had suggested that the customer replace all four tires since they were bad. It took a little longer than expected for the tires to come in. Once they were in, we put them onto the vehicle right away. Later that day he contacted us and said one of the tires was flat. He asked to be reimbursed for...
the tire. We tried to explain that if the tire was bad we would have no problem replacing the tire free of charge but if the tire was not bad we could not reimburse him for it. However, If there was something else that caused the tire to go flat that we missed we would take care of the repair with a copy of the receipt. He contacted us the next day to tell us that it was bad tire valve and we offered to pay for the repair with a copy of the receipt. He declined and said he was going to contact Revdex.com. We tried to pay for the repair but this customer wants a free tire. I believe we did everything we could do to try to satisfy this customer. We are still willing to reimburse him for the repair with a copy of the repair receipt.
To whom it may concern, recently we had a customer's vehicle towed in for a no start issue with the vehicleI spoke to the customer and explained to the customer the diagnostic fee of $to diagnose the vehicle for the no start issueUpon the completion of the diagnosis, the technician noted that the vehicle needed a remove and replacement of a starter.The customer was given an estimate for $(parts and labor)The customer was also informed that the shifter cable was disconnected due to a broken grommetThe customer then stated that she wanted an estimate for the issue with the broken grommetThe technician stated he could repair the shifter cable without the replacement of the cable itselfThe customer stated that she did not want the cable repaired, but she wanted it replacedThe customer also stated that she did not want any parts put into her vehicle that were not purchased directly through the Toyota dealershipShe was given an estimate for the removal and replacement of the shifter cable of $The customer stated that the estimate was too high I explained to the customer of the cost of the part and the labor required to perform the repairsthe customer declined any and all repairs, and stated that she would have the vehicle towed by AAA to the Toyota dealershipThe customer was also informed that discount of $would be applied to approved repairs as a courtesy to the customer for AAA membershipThe customer still declined the repairs and opted to have the vehicle towed to the local Toyota dealership. Sincerely, *** ***
In response to the complaint submitted by [redacted]; The vehicle had previously been taken to another repair facility. When the vehicle arrived at our facility it had the steering column taken apart already. There were parts in the back seat of the vehicle which were reinstalled upon...
repair, but as we came to find out there were also some parts in the cargo compartment which we were not aware of. The customer indicated that the vehicle was needed back as soon as possible due to the fact that they were in the middle of moving. On our initial inspection it was determined that the ignition electrical switch and the ignition switch housing needed to be replaced. Given the customers tight timeframe we immediately began sourcing part(s) needed for the repair. After calling our local Toyota dealership we were informed that the parts(s) were not readily available and given a lead time of 8-10 business days. We notified the customer of the part(s) dilemma. Given the circumstance we advised the customer that used parts could be used in the repair. We contacted our used part vendor and found that a steering column was readily available. Buying the parts used meant having to buy the whole column, due to the fact that when buying used that's the only option available. The customer agreed to the used part repair. Upon arrival of the steering column it was determined that the steering column was incorrect. The customer was notified of the delay. We contacted our vendor to inform them of our issue. Our vendor sent out another column for next day arrival. Upon receiving the second column, unfortunately we discovered that the part(s) was also incorrect. We immediately contacted the vendor to rectify the issue. Our vendor did some further research and found that there are more than 4 variations for this same application. The vendor also notified us that they had 3 more columns in different variations available, but due to order cut off time we would not see delivery for 2 days. We notified the customer of the situation. We got in contact with a known dealership in California to see if they were able to procure the part(s) any sooner. We found that they could have the part sooner, but it would still a couple of days out. Given the situation we sent our employee to New Braunfels, which is more than 55 miles away to pick up the 3 used columns so we can determine if one of those was the correct one. We did this in an attempt to put the vehicle back on the road without any further delays. We also did the pick up without any cost to the customer. When the columns arrived all 3 columns were incorrect. Advised customer of status. After exhausting all of used parts options we recommended going with the new part(s) coming out of California. The customer agreed. New parts were ordered. We installed the components and reinstalled the parts known about, that were removed at another facility. When the customer picked up the vehicle they were charged for new parts that were installed, but in the rush of getting the vehicle back the description of the part was overlooked by us and not changed to show new part description. We have documentation on the new parts that were installed. It was our highest priority vehicle and we went above and beyond to ensure that we could get the vehicle back to the customer in the shortest amount of time. We apologize for any inconvenience to the customer for parts that were not reinstalled, but the truth of the matter is that it is very difficult to pick up where another shop left off, especially when parts are scattered. It is never our intention to put an unsafe vehicle on the road. I will be attaching documentation of the new parts that were installed.
Complaint: [redacted]
I am rejecting this response because:It is not true. Again, I have reported this incident to AAA as this company was stating they were affiliated with AAA when they wee not. My daughter has pictures of their card stating they were affiliated with AAA along with a picture of...
the AAA affiliation in their window. My complaint was never regarding the issue with what they wanted to do to my car, it was that they stated they were something they were not. In addition, there was NEVER anything wrong with my starter, and that is not the reason my car would not start.
Regards,
[redacted]
We had suggested that the customer replace all four tires since they were bad. It took a little longer than expected for the tires to come in. Once they were in, we put them onto the vehicle right away. Later that day he contacted us and said one of the tires was flat. He asked to be reimbursed for...
the tire. We tried to explain that if the tire was bad we would have no problem replacing the tire free of charge but if the tire was not bad we could not reimburse him for it. However, If there was something else that caused the tire to go flat that we missed we would take care of the repair with a copy of the receipt. He contacted us the next day to tell us that it was bad tire valve and we offered to pay for the repair with a copy of the receipt. He declined and said he was going to contact Revdex.com. We tried to pay for the repair but this customer wants a free tire. I believe we did everything we could do to try to satisfy this customer. We are still willing to reimburse him for the repair with a copy of the repair receipt.