We disagree with many assertions and characterizations of what transpired during [redacted] s visits to the Service Department and Parts Department, where [redacted] spoke, at different times, to four different employees about his keysI have emailed the Revdex.com the statements of all the employees as to their recollection of what they said when [redacted] was thereAlso, the Service Manager, [redacted] , never emailed [redacted] *** I emailed him after receiving his message that came through our website on a contact form, the first inviting him to come in and have a discussion about the events surrounding his visits with the employees he spoke to I did not hear back from him I also responded later that day, when I received the Revdex.com complaint, both to the Revdex.com and to [redacted] *** In that last email to him, I told him I was not interested in a meeting anymore, and that I would give him a 100% refund if he brought in the keys he purchased The reason that he gave for not doing that was that he could not return the keys because he needed them to drive his car Obviously he was able to come to our store for the key copies, so I am assuming he could go to another Toyota Dealer, get his keys made and car reprogrammed to them, and bring the keys back to us and receive a 100% refund I don't see where the outcome could be any better than a 100% refund [redacted] President Glens Falls Toyota
As [redacted] has disputed the charge with his credit card company, we have responded to the Credit Card Company with the required information, and will abide by any determination that they make
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] *** one e-mail from the service manager, asking if I would be willing to return the valet key and fob for a full refundI informed the manager of Glens Falls Toyota, the return is not possible, due to my cars computer system and engine being calibrated to the valet key and fobWithout the keys I will not be able to start my carI did not receive an e-mail asking me to meet with the manager of the establishmentI offered to meet with the owner or dealer of Glens Falls Toyota I ask the manager of Glens Falls Toyota, why I did not receive a work order, before the fob and valet key were calibrated? When I receive an acceptable answer to this question, then we can move forward with a meetingI do not plan on ever again going to Glens Falls ToyotaI will however consider meeting with the owner or dealer, over a cup of coffee at one of the near by coffee shops when I have an acceptable answer to the above question Please note, since the work was not completed on Saturday morning as agreed upon (my time was wasted) the Friday before, I was informed by the assistant service technician, the key fob did not arrive for work to be doneHe informed me, they would get back to me by WednesdayWhen I did not hear back from the dealership, I called the service manager and he said," he never agreed to provide me with another fob only another valet key" Since the Service manager refused to keep our original agreementI felt justified in reducing my credit card amount down to the original agreed upon price of $plus taxI have a hold on the remaining amount, until I rectify the situation with either Glens Falls Toyota or Corporate Toyota When I disagreed with the bill being padded, I trusted the Service Representative, to deliver on his word to provide the additional fob the next day and would not have agreed to the additional charge on my credit card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The Glens Falls Toyota Manager, needs to spend more time getting accurate information from his Service ManagerHe states," all my keys were lost"I had the Valet KeyThe Valet Key, is what I handed to the Service Manager and I received it back from the Service Manager.
The Glens Falls Toyota Manager, can only say, his several staff members quoted different prices for services to be rendered and still has not responded to my questionWhere is the completed work order of services to be rendered? I have never done business with a car dealership in the past, which did not first provide a work order of services to be rendered. The manager of Glens Falls Toyota, is once again incorrect The lady, I spoke with first, when I unfortunately, walked into Glens Falls Toyota, is the cashier and she said, I needed to get a price quote from *** the Service Manager, not the Parts Manager*** the Service Manager, is the person I was assigned to deal with and to give me a priceThe price was obviously verbal and incorrect.
***, the Service Manager, seems to quote prices and make agreements at whim, perhaps at the convenience of his situation at hand My second question. Just how accurate is your Service Manager? When I received the invoice from the cashier and went back to talk to *** about the padding of my billHe stated, "I did not realize you needed the expensive Fob (key), I thought, you only needed the Valet Key"(This was a stupid comment on the service manager's part.) I said ***, twice I approached you with a Valet Key and never a Fob Key. I said, ***, "I informed you, I did not have a Fob Key, only a Valet Key and this is why I am having the Fob Key made by youOk! Glens Falls Toyota Manager, hear is the$ 24,dollar question, time to use your deductive reasoning." Your trio of staff all are familiar with the fact that *** the Service Manager attempted to appease the situation of my being padded on the invoice, by offering me an additional Valet Key for free, if I only accepted the invoice the way it was talliedYour really big question is, if ***, The Manager, was so right in his dealings with me, ask yourself, why did *** the manager offer me the free Valet Key? Not once, Not twice but three times, *** the Manager offered me a free Valet Key! The first offer of a free Valet Key was in the garage when I complained about the padding of the billThe second time was in front of the cashier and in ear shot of all customers in the waiting room and the third time was when I called up on the phone to make an appointment for the free Fob. When I was on the phone with *** the Manager, he said," I never promised you a free Fob, I only promised you a Free Valet Key." (Wrong ***) When I refused the low cost Free Valet Key which was out of stock*** the Manager said, I will provide you with an additional Fob Key for free in leu of the free Valet Key. Glens Falls Toyota, Manager, if *** has any credibility, he should come clean with the truth, since our verbal conversation was in front of the Cashier and in ear shot of all the customers in the waiting room. I spoke very loud , so all could hear how I was being ripped off, including the young lady at your cash register.
His assumption of my having a Fob Key is with out sound reasoning(To make a fob key from a fob key is supposed to be less expensive than making a Fob Key from a Valet Key.) I surmised, he, *** the Manager, usually makes a Fob Key from a Fob Key and therefore quoted me a lower price of $See that Manager of Glens Falls Toyota, you are wrong once again! (not $but $170.00) *** made the mistake on the price quote by not looking up the price and gave me the quote off the top of his head, so to speak. The final price quoted was $for an additional hour of working with an "uncooperative computer system in my car," per the assistant service managerHe asked me, " if it was Ok to be charged an additional $for additional service renderedI surmise many people would disagree with the additional $expense" I said to him, go ahead with the additional hour of work and charge me the additional $dollars for extra time and laborI have no choice in the matterI need the FOB Key made." The price was then set at $for both the parts and labor
***, I thank you, for your efforts, however this is a situation unfortunately where fellow employees are covering for a less than honest Service ManagerI have tried to convince the Glens Falls Toyota Manager, of the situationHe has not responded back with answers to my questions I believe, it is better for Corporate Toyota to handle the very poor service, provided to me at the Glens Falls Toyota.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I expected an apology from the Glens Falls Toyota Manager for not having his service manager, provide me with a work orderI also expected apologies for not providing me with the additional fob which was promised by the service manager in exchange for paying the complete padded billThis misunderstanding would not have occurred, if Glens Falls Toyota provided ethical business practices. I am now convinced Glens Falls Toyota, has no good offers just promises. I am so glad, not to have purchased my new car at Glens Falls Toyota. I will go to Corporate Toyota, with my complaint. I thank you! Revdex.com for providing this response platform for communicating between consumer and business.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Dear Manager/President of Glens Falls Toyota,
You stated that any offers, "You have made to date, have been rejected by Mr. Grant." Manager/President of Glens Falls Toyota, please keep in mind for an offer to be an offer, it has to be doable. I suggest, you try communicating with your Service Manager, he should be able to inform you returning the fob and valet key for a full refund is not doable, since my original valet key can only open my car doors and not start the car, since the new keys were calibrated to starting the engine and replace my valet key.. You never put a real offer on the table to be taken off in the first place.
The first person, I spoke with when arriving at the Glens Falls Dealership, was your cashier. She informed me, " the price could be a hundred or possibly a couple of hundred dollars, for the fob and valet key to be replaced". She said, I needed to speak with the Service Manager, about a price quote for the fob and valet key. When I spoke with the Service Manager, he said," the price will be $170.00 for a fob and a valet key". He also said, "the work could be done on Friday, providing the fob and valet key were in stock at the Parts Department by Friday." He found out the keys were in the Parts Department and scheduled my fob and vale key to be calibrated on Friday. My agreement for work to be done was made by the Service Manager, as was correctly indicated by the cashier.
I find the major fault of Glens Falls Toyota, Service Manager, is not providing a work order, with an item by item list of parts and services to be provided. I have never been to a professional dealership, which did not provide me with a work order before the work was accomplished. I accepted the Service Departments, original price of $170.00 and then agreed to an increase of $30.00 for a total sum of $200.00. I also agreed to obtain an additional original valet key free of charge, if one was in stock. The Parts Department had no more valet keys in stock. I decided in my best interest, to have the bill reduced to the original agreed upon amount of $200.00. The Service Manager, said he would make good on the additional charges on my bill, by providing a new fob the next day, Saturday.
I have never had car repairs completed at the Glens Falls Toyota Dealership before. I accepted the Service Manager's, promises to deliver, because he is suppose to be representing the dealer/owner and keeping the excellent reputation of corporate Toyota's name, as a leader in the car industry. I have been pleased with other franchises, I have had the experience of their past track record and professionalism. When other dealerships, promised me something, they delivered, unfortunately I can not say the same about Glens Falls Toyota.
We disagree with many assertions and characterizations of what transpired during [redacted]s visits to the Service Department and Parts Department, where [redacted] spoke, at different times, to four different employees about his keys. I have emailed the Revdex.com the statements of all the employees as to their recollection of what they said when [redacted] was there.
Also, the Service Manager, [redacted], never emailed [redacted].
I emailed him after receiving his message that came through our website on a contact form, the first inviting him to come in and have a discussion about the events surrounding his visits with the employees he spoke to.
I did not hear back from him.
I also responded later that day, when I received the Revdex.com complaint, both to the Revdex.com and to [redacted].
In that last email to him, I told him I was not interested in a meeting anymore, and that I would give him a 100% refund if he brought in the keys he purchased.
The reason that he gave for not doing that was that he could not return the keys because he needed them to drive his car.
Obviously he was able to come to our store for the key copies, so I am assuming he could go to another Toyota Dealer, get his keys made and car reprogrammed to them, and bring the keys back to us and receive a 100% refund.
I don't see where the outcome could be any better than a 100% refund.
As [redacted] has disputed the charge with his credit card company, we have responded to the Credit Card Company with the required information, and will abide by any determination that they make.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have only received e-mails from Glens Falls Toyota, by way of the Revdex.com, obviously; you are sending to an incorrect e-mail address.
In response to the President of Glens Falls Toyota, my time as a customer is worth, a lot more than you think. I do not believe corporate Toyota, will want me to wait more than another two hours to have my car computer reprogramed to recalibrate a fob and valet key.
I have never been to a car dealership before, that did not provide an upfront work order for service and parts, until I had the displeasure of associating myself with Glens Falls Toyota. Maybe this is a standard procedure for your Service Manager and all of Glens Falls Toyota. You as President of Glens Falls Toyota, will obviously side with your service manager and not me. I do not have the proof in the form of a work order because none was created, I only received the padded bill.
So lets take a look at the facts. I presented the service manager, with a valet key and he said the price will be $170.00 to have one fob and one valet key calibrated. I asked how long will it take to have the keys made ," he said about one hour". I waited in the waiting room for one hour and met his assistant mechanic or service technician in the hall way. He said," my car computer system, was not cooperating and it would take another hour for the procedure to be completed." I asked how much more will it cost me? He said," an additional $30.00". I said, "OK, go ahead and do the additional work". Your Service Manager, arrived at the check out window with the bill and keys and shouted into the waiting room filled with customers, "not to lose my keys again"! I did not lose either of the fob keys; they were lost by family members. The service manager seems to make a lot of assumptions. When I seen the bill, I went to the service manager to complain. The service manager said," the additional cost was due to him not realizing, I had only the valet key and not one of the fobs and so the calibration costs more when there is no fob. ( I surmise, the service manager rarely gets someone that is requiring a fob calibrated from a valet key and not from another fob. I believe , his mistake is obvious, he quoted me the price of $170.00 in error because that is the price, he is used to quoting to calibrate a fob with another fob. I mentioned to him, "when I came in originally to set the price and schedule the work; "I only had the valet key and mentioned the two fobs were lost. I also mentioned, " if I had a fob, I would have given it to you." My question is , if the service manager did not make a mistake, then why did he tell me to go to the parts department and get another valet key and he will calibrate it for free. The parts department had no more valet keys, so I decide it was in my best interest to seek a reduction down to the original price agreed upon $170 plus $30 for a total of $200.00. When the service manager noticed, I was not agreeing to pay the padded total amount. He said " he would provide me free of charge another fob key the next day, Saturday at the same time. I agreed to pay the full padded amount for services and parts provided on Friday, because I was promised the additional free services and parts to be provided the next day on Saturday. When I arrived on Saturday, I saw only the assistant, not the service manager on Saturday.. After waiting and wasting my time for about an hour, the assistant said the fob was not received in their shipment. I asked, why I was not called before arriving at the dealership. He said, "don't you get it, there is no fob". The assistant mentioned, "the fob should arrive before Wednesday and they will give me a call by Wednesday. I did not hear from Glens Falls Toyota by Wednesday. I called and spoke with the service manager. He said I never promised you a fob, only a valet key. President of Glens Falls Toyota, bottom line is errors were obviously made by your Service Manager and caused me several hours of my time being wasted at Glens Falls Toyota and on the phone. You now want me to waste more of my precious time, by returning keys, and spending my precious time having more keys made at a different Toyota dealership. I believe, I already wasted several hours at your Toyota Dealership, due to broken promises provided by your Service Manager.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
[redacted] one e-mail from the service manager, asking if I would be willing to return the valet key and fob for a full refund. I informed the manager of Glens Falls Toyota, the return is not possible, due to my cars computer system and engine being calibrated to the valet key and fob. Without the keys I will not be able to start my car. I did not receive an e-mail asking me to meet with the manager of the establishment. I offered to meet with the owner or dealer of Glens Falls Toyota.
I ask the manager of Glens Falls Toyota, why I did not receive a work order, before the fob and valet key were calibrated? When I receive an acceptable answer to this question, then we can move forward with a meeting. I do not plan on ever again going to Glens Falls Toyota. I will however consider meeting with the owner or dealer, over a cup of coffee at one of the near by coffee shops when I have an acceptable answer to the above question.
Please note, since the work was not completed on Saturday morning as agreed upon (my time was wasted) the Friday before, I was informed by the assistant service technician, the key fob did not arrive for work to be done. He informed me, they would get back to me by Wednesday. When I did not hear back from the dealership, I called the service manager and he said," he never agreed to provide me with another fob only another valet key". Since the Service manager refused to keep our original agreement. I felt justified in reducing my credit card amount down to the original agreed upon price of $200.00 plus tax. I have a hold on the remaining amount, until I rectify the situation with either Glens Falls Toyota or Corporate Toyota. When I disagreed with the bill being padded, I trusted the Service Representative, to deliver on his word to provide the additional fob the next day and would not have agreed to the additional charge on my credit card.
I have spent many hours of research on theis complaint.
[redacted] appears to have asked the Service Manager (who was the first person he saw when entering the building) for information regarding getting keys made for his car which were all lost. He did not ask to have a repair order written for the Service Dept. at that time.
[redacted] (Service Manager) answered his questions to the best of his ability.
[redacted] then proceeded to the Parts Department, where he then asked about a valet key and a more expensive key with remotes in it.
[redacted] was given the prices of the two keys (statement provided earlier by [redacted]nifer who waited on him), and also told it would be at least 1 and a half hours (at $90 per hour) to reprogram the new ordered keys tyo his car.
Just the price of the two keys added up to approximately the $200 [redacted] is saying he is willing to pay. That is without the labor, so he knew before he ordered the keys it would be in the range of $350.
[redacted] is ascribing "padding", dishonesty, etc, in his statements.
We do not agree.
I received [redacted]s email this morning.
I immediately emailed back asking him to set up an appointment with me, the Service Manager, and the Parts Manager to discuss.
I also spoke to my employees about what their point of view was, and what they remember from the customer's...
visits.
Instead of responding to my email, the customer sent a complaint to the Revdex.com, and also informed us he was putting a hold on the credit card statement.
At this point, I do not want a meeting, but sent the customer an email stating if he brings the keys back in, I will give him a 100% refund.
As you can see, I sent my offer via email, to the customer's email address that he put on our web site contact form, to come in and discuss his concern.
The "contact us" form was sent by [redacted] on Thursday January 30th at 12:31 pm. I responded with an email offering to sit down with him and all the different people he had dealt with here at 1:40 pm, or a little more than an hour after receipt of his email.
I did not hear back. Maybe my email went to his spam folder??? I have no idea, but I have included my return email to the Revdex.com, with time and date stamp, and it was not "bounced" back as not delivered.
The next thing I heard was the email from the Revdex.com telling me about his complaint late that same day, and that we were basically dishonest and "padded" his bill.
As the statement by the parts person [redacted] states, he was given the prices of:
$163.86 for a master key (key with buttons).
$34.45 for valet key.
Plus "a couple of hours labor" (at the posted rate of $90 per hour) due to the fact he did not possess a master key for the programming.
For the two keys, and 1 1/2 hours labor, that adds up to $333.31. Tax is $23.33, for a total of $356.64.
As [redacted] has disputed his credit card charge, I will wait for the credit card company to send us the forms, we will respond to them with all the information we have given the Revdex.com, and will wait to hear their determination.
Any offers I have made to date have been rejected by [redacted], so I have taken them "off the table".
We disagree with many assertions and characterizations of what transpired during [redacted] s visits to the Service Department and Parts Department, where [redacted] spoke, at different times, to four different employees about his keysI have emailed the Revdex.com the statements of all the employees as to their recollection of what they said when [redacted] was thereAlso, the Service Manager, [redacted] , never emailed [redacted] *** I emailed him after receiving his message that came through our website on a contact form, the first inviting him to come in and have a discussion about the events surrounding his visits with the employees he spoke to I did not hear back from him I also responded later that day, when I received the Revdex.com complaint, both to the Revdex.com and to [redacted] *** In that last email to him, I told him I was not interested in a meeting anymore, and that I would give him a 100% refund if he brought in the keys he purchased The reason that he gave for not doing that was that he could not return the keys because he needed them to drive his car Obviously he was able to come to our store for the key copies, so I am assuming he could go to another Toyota Dealer, get his keys made and car reprogrammed to them, and bring the keys back to us and receive a 100% refund I don't see where the outcome could be any better than a 100% refund [redacted] President Glens Falls Toyota
As [redacted] has disputed the charge with his credit card company, we have responded to the Credit Card Company with the required information, and will abide by any determination that they make
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] *** one e-mail from the service manager, asking if I would be willing to return the valet key and fob for a full refundI informed the manager of Glens Falls Toyota, the return is not possible, due to my cars computer system and engine being calibrated to the valet key and fobWithout the keys I will not be able to start my carI did not receive an e-mail asking me to meet with the manager of the establishmentI offered to meet with the owner or dealer of Glens Falls Toyota I ask the manager of Glens Falls Toyota, why I did not receive a work order, before the fob and valet key were calibrated? When I receive an acceptable answer to this question, then we can move forward with a meetingI do not plan on ever again going to Glens Falls ToyotaI will however consider meeting with the owner or dealer, over a cup of coffee at one of the near by coffee shops when I have an acceptable answer to the above question Please note, since the work was not completed on Saturday morning as agreed upon (my time was wasted) the Friday before, I was informed by the assistant service technician, the key fob did not arrive for work to be doneHe informed me, they would get back to me by WednesdayWhen I did not hear back from the dealership, I called the service manager and he said," he never agreed to provide me with another fob only another valet key" Since the Service manager refused to keep our original agreementI felt justified in reducing my credit card amount down to the original agreed upon price of $plus taxI have a hold on the remaining amount, until I rectify the situation with either Glens Falls Toyota or Corporate Toyota When I disagreed with the bill being padded, I trusted the Service Representative, to deliver on his word to provide the additional fob the next day and would not have agreed to the additional charge on my credit card
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The Glens Falls Toyota Manager, needs to spend more time getting accurate information from his Service ManagerHe states," all my keys were lost"I had the Valet KeyThe Valet Key, is what I handed to the Service Manager and I received it back from the Service Manager.
The Glens Falls Toyota Manager, can only say, his several staff members quoted different prices for services to be rendered and still has not responded to my questionWhere is the completed work order of services to be rendered? I have never done business with a car dealership in the past, which did not first provide a work order of services to be rendered. The manager of Glens Falls Toyota, is once again incorrect The lady, I spoke with first, when I unfortunately, walked into Glens Falls Toyota, is the cashier and she said, I needed to get a price quote from *** the Service Manager, not the Parts Manager*** the Service Manager, is the person I was assigned to deal with and to give me a priceThe price was obviously verbal and incorrect.
***, the Service Manager, seems to quote prices and make agreements at whim, perhaps at the convenience of his situation at hand My second question. Just how accurate is your Service Manager? When I received the invoice from the cashier and went back to talk to *** about the padding of my billHe stated, "I did not realize you needed the expensive Fob (key), I thought, you only needed the Valet Key"(This was a stupid comment on the service manager's part.) I said ***, twice I approached you with a Valet Key and never a Fob Key. I said, ***, "I informed you, I did not have a Fob Key, only a Valet Key and this is why I am having the Fob Key made by youOk! Glens Falls Toyota Manager, hear is the$ 24,dollar question, time to use your deductive reasoning." Your trio of staff all are familiar with the fact that *** the Service Manager attempted to appease the situation of my being padded on the invoice, by offering me an additional Valet Key for free, if I only accepted the invoice the way it was talliedYour really big question is, if ***, The Manager, was so right in his dealings with me, ask yourself, why did *** the manager offer me the free Valet Key? Not once, Not twice but three times, *** the Manager offered me a free Valet Key! The first offer of a free Valet Key was in the garage when I complained about the padding of the billThe second time was in front of the cashier and in ear shot of all customers in the waiting room and the third time was when I called up on the phone to make an appointment for the free Fob. When I was on the phone with *** the Manager, he said," I never promised you a free Fob, I only promised you a Free Valet Key." (Wrong ***) When I refused the low cost Free Valet Key which was out of stock*** the Manager said, I will provide you with an additional Fob Key for free in leu of the free Valet Key. Glens Falls Toyota, Manager, if *** has any credibility, he should come clean with the truth, since our verbal conversation was in front of the Cashier and in ear shot of all the customers in the waiting room. I spoke very loud , so all could hear how I was being ripped off, including the young lady at your cash register.
His assumption of my having a Fob Key is with out sound reasoning(To make a fob key from a fob key is supposed to be less expensive than making a Fob Key from a Valet Key.) I surmised, he, *** the Manager, usually makes a Fob Key from a Fob Key and therefore quoted me a lower price of $See that Manager of Glens Falls Toyota, you are wrong once again! (not $but $170.00) *** made the mistake on the price quote by not looking up the price and gave me the quote off the top of his head, so to speak. The final price quoted was $for an additional hour of working with an "uncooperative computer system in my car," per the assistant service managerHe asked me, " if it was Ok to be charged an additional $for additional service renderedI surmise many people would disagree with the additional $expense" I said to him, go ahead with the additional hour of work and charge me the additional $dollars for extra time and laborI have no choice in the matterI need the FOB Key made." The price was then set at $for both the parts and labor
***, I thank you, for your efforts, however this is a situation unfortunately where fellow employees are covering for a less than honest Service ManagerI have tried to convince the Glens Falls Toyota Manager, of the situationHe has not responded back with answers to my questions I believe, it is better for Corporate Toyota to handle the very poor service, provided to me at the Glens Falls Toyota.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I expected an apology from the Glens Falls Toyota Manager for not having his service manager, provide me with a work orderI also expected apologies for not providing me with the additional fob which was promised by the service manager in exchange for paying the complete padded billThis misunderstanding would not have occurred, if Glens Falls Toyota provided ethical business practices. I am now convinced Glens Falls Toyota, has no good offers just promises. I am so glad, not to have purchased my new car at Glens Falls Toyota. I will go to Corporate Toyota, with my complaint. I thank you! Revdex.com for providing this response platform for communicating between consumer and business.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Dear Manager/President of Glens Falls Toyota,
You stated that any offers, "You have made to date, have been rejected by Mr. Grant." Manager/President of Glens Falls Toyota, please keep in mind for an offer to be an offer, it has to be doable. I suggest, you try communicating with your Service Manager, he should be able to inform you returning the fob and valet key for a full refund is not doable, since my original valet key can only open my car doors and not start the car, since the new keys were calibrated to starting the engine and replace my valet key.. You never put a real offer on the table to be taken off in the first place.
The first person, I spoke with when arriving at the Glens Falls Dealership, was your cashier. She informed me, " the price could be a hundred or possibly a couple of hundred dollars, for the fob and valet key to be replaced". She said, I needed to speak with the Service Manager, about a price quote for the fob and valet key. When I spoke with the Service Manager, he said," the price will be $170.00 for a fob and a valet key". He also said, "the work could be done on Friday, providing the fob and valet key were in stock at the Parts Department by Friday." He found out the keys were in the Parts Department and scheduled my fob and vale key to be calibrated on Friday. My agreement for work to be done was made by the Service Manager, as was correctly indicated by the cashier.
I find the major fault of Glens Falls Toyota, Service Manager, is not providing a work order, with an item by item list of parts and services to be provided. I have never been to a professional dealership, which did not provide me with a work order before the work was accomplished. I accepted the Service Departments, original price of $170.00 and then agreed to an increase of $30.00 for a total sum of $200.00. I also agreed to obtain an additional original valet key free of charge, if one was in stock. The Parts Department had no more valet keys in stock. I decided in my best interest, to have the bill reduced to the original agreed upon amount of $200.00. The Service Manager, said he would make good on the additional charges on my bill, by providing a new fob the next day, Saturday.
I have never had car repairs completed at the Glens Falls Toyota Dealership before. I accepted the Service Manager's, promises to deliver, because he is suppose to be representing the dealer/owner and keeping the excellent reputation of corporate Toyota's name, as a leader in the car industry. I have been pleased with other franchises, I have had the experience of their past track record and professionalism. When other dealerships, promised me something, they delivered, unfortunately I can not say the same about Glens Falls Toyota.
We disagree with many assertions and characterizations of what transpired during [redacted]s visits to the Service Department and Parts Department, where [redacted] spoke, at different times, to four different employees about his keys. I have emailed the Revdex.com the statements of all the employees as to their recollection of what they said when [redacted] was there.
Also, the Service Manager, [redacted], never emailed [redacted].
I emailed him after receiving his message that came through our website on a contact form, the first inviting him to come in and have a discussion about the events surrounding his visits with the employees he spoke to.
I did not hear back from him.
I also responded later that day, when I received the Revdex.com complaint, both to the Revdex.com and to [redacted].
In that last email to him, I told him I was not interested in a meeting anymore, and that I would give him a 100% refund if he brought in the keys he purchased.
The reason that he gave for not doing that was that he could not return the keys because he needed them to drive his car.
Obviously he was able to come to our store for the key copies, so I am assuming he could go to another Toyota Dealer, get his keys made and car reprogrammed to them, and bring the keys back to us and receive a 100% refund.
I don't see where the outcome could be any better than a 100% refund.
[redacted]
President Glens Falls Toyota
As [redacted] has disputed the charge with his credit card company, we have responded to the Credit Card Company with the required information, and will abide by any determination that they make.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have only received e-mails from Glens Falls Toyota, by way of the Revdex.com, obviously; you are sending to an incorrect e-mail address.
In response to the President of Glens Falls Toyota, my time as a customer is worth, a lot more than you think. I do not believe corporate Toyota, will want me to wait more than another two hours to have my car computer reprogramed to recalibrate a fob and valet key.
I have never been to a car dealership before, that did not provide an upfront work order for service and parts, until I had the displeasure of associating myself with Glens Falls Toyota. Maybe this is a standard procedure for your Service Manager and all of Glens Falls Toyota. You as President of Glens Falls Toyota, will obviously side with your service manager and not me. I do not have the proof in the form of a work order because none was created, I only received the padded bill.
So lets take a look at the facts. I presented the service manager, with a valet key and he said the price will be $170.00 to have one fob and one valet key calibrated. I asked how long will it take to have the keys made ," he said about one hour". I waited in the waiting room for one hour and met his assistant mechanic or service technician in the hall way. He said," my car computer system, was not cooperating and it would take another hour for the procedure to be completed." I asked how much more will it cost me? He said," an additional $30.00". I said, "OK, go ahead and do the additional work". Your Service Manager, arrived at the check out window with the bill and keys and shouted into the waiting room filled with customers, "not to lose my keys again"! I did not lose either of the fob keys; they were lost by family members. The service manager seems to make a lot of assumptions. When I seen the bill, I went to the service manager to complain. The service manager said," the additional cost was due to him not realizing, I had only the valet key and not one of the fobs and so the calibration costs more when there is no fob. ( I surmise, the service manager rarely gets someone that is requiring a fob calibrated from a valet key and not from another fob. I believe , his mistake is obvious, he quoted me the price of $170.00 in error because that is the price, he is used to quoting to calibrate a fob with another fob. I mentioned to him, "when I came in originally to set the price and schedule the work; "I only had the valet key and mentioned the two fobs were lost. I also mentioned, " if I had a fob, I would have given it to you." My question is , if the service manager did not make a mistake, then why did he tell me to go to the parts department and get another valet key and he will calibrate it for free. The parts department had no more valet keys, so I decide it was in my best interest to seek a reduction down to the original price agreed upon $170 plus $30 for a total of $200.00. When the service manager noticed, I was not agreeing to pay the padded total amount. He said " he would provide me free of charge another fob key the next day, Saturday at the same time. I agreed to pay the full padded amount for services and parts provided on Friday, because I was promised the additional free services and parts to be provided the next day on Saturday. When I arrived on Saturday, I saw only the assistant, not the service manager on Saturday.. After waiting and wasting my time for about an hour, the assistant said the fob was not received in their shipment. I asked, why I was not called before arriving at the dealership. He said, "don't you get it, there is no fob". The assistant mentioned, "the fob should arrive before Wednesday and they will give me a call by Wednesday. I did not hear from Glens Falls Toyota by Wednesday. I called and spoke with the service manager. He said I never promised you a fob, only a valet key. President of Glens Falls Toyota, bottom line is errors were obviously made by your Service Manager and caused me several hours of my time being wasted at Glens Falls Toyota and on the phone. You now want me to waste more of my precious time, by returning keys, and spending my precious time having more keys made at a different Toyota dealership. I believe, I already wasted several hours at your Toyota Dealership, due to broken promises provided by your Service Manager.
.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
[redacted] one e-mail from the service manager, asking if I would be willing to return the valet key and fob for a full refund. I informed the manager of Glens Falls Toyota, the return is not possible, due to my cars computer system and engine being calibrated to the valet key and fob. Without the keys I will not be able to start my car. I did not receive an e-mail asking me to meet with the manager of the establishment. I offered to meet with the owner or dealer of Glens Falls Toyota.
I ask the manager of Glens Falls Toyota, why I did not receive a work order, before the fob and valet key were calibrated? When I receive an acceptable answer to this question, then we can move forward with a meeting. I do not plan on ever again going to Glens Falls Toyota. I will however consider meeting with the owner or dealer, over a cup of coffee at one of the near by coffee shops when I have an acceptable answer to the above question.
Please note, since the work was not completed on Saturday morning as agreed upon (my time was wasted) the Friday before, I was informed by the assistant service technician, the key fob did not arrive for work to be done. He informed me, they would get back to me by Wednesday. When I did not hear back from the dealership, I called the service manager and he said," he never agreed to provide me with another fob only another valet key". Since the Service manager refused to keep our original agreement. I felt justified in reducing my credit card amount down to the original agreed upon price of $200.00 plus tax. I have a hold on the remaining amount, until I rectify the situation with either Glens Falls Toyota or Corporate Toyota. When I disagreed with the bill being padded, I trusted the Service Representative, to deliver on his word to provide the additional fob the next day and would not have agreed to the additional charge on my credit card.
I have spent many hours of research on theis complaint.
[redacted] appears to have asked the Service Manager (who was the first person he saw when entering the building) for information regarding getting keys made for his car which were all lost. He did not ask to have a repair order written for the Service Dept. at that time.
[redacted] (Service Manager) answered his questions to the best of his ability.
[redacted] then proceeded to the Parts Department, where he then asked about a valet key and a more expensive key with remotes in it.
[redacted] was given the prices of the two keys (statement provided earlier by [redacted]nifer who waited on him), and also told it would be at least 1 and a half hours (at $90 per hour) to reprogram the new ordered keys tyo his car.
Just the price of the two keys added up to approximately the $200 [redacted] is saying he is willing to pay. That is without the labor, so he knew before he ordered the keys it would be in the range of $350.
[redacted] is ascribing "padding", dishonesty, etc, in his statements.
We do not agree.
I received [redacted]s email this morning.
I immediately emailed back asking him to set up an appointment with me, the Service Manager, and the Parts Manager to discuss.
I also spoke to my employees about what their point of view was, and what they remember from the customer's...
visits.
Instead of responding to my email, the customer sent a complaint to the Revdex.com, and also informed us he was putting a hold on the credit card statement.
At this point, I do not want a meeting, but sent the customer an email stating if he brings the keys back in, I will give him a 100% refund.
As you can see, I sent my offer via email, to the customer's email address that he put on our web site contact form, to come in and discuss his concern.
The "contact us" form was sent by [redacted] on Thursday January 30th at 12:31 pm. I responded with an email offering to sit down with him and all the different people he had dealt with here at 1:40 pm, or a little more than an hour after receipt of his email.
I did not hear back. Maybe my email went to his spam folder??? I have no idea, but I have included my return email to the Revdex.com, with time and date stamp, and it was not "bounced" back as not delivered.
The next thing I heard was the email from the Revdex.com telling me about his complaint late that same day, and that we were basically dishonest and "padded" his bill.
As the statement by the parts person [redacted] states, he was given the prices of:
$163.86 for a master key (key with buttons).
$34.45 for valet key.
Plus "a couple of hours labor" (at the posted rate of $90 per hour) due to the fact he did not possess a master key for the programming.
For the two keys, and 1 1/2 hours labor, that adds up to $333.31. Tax is $23.33, for a total of $356.64.
As [redacted] has disputed his credit card charge, I will wait for the credit card company to send us the forms, we will respond to them with all the information we have given the Revdex.com, and will wait to hear their determination.
Any offers I have made to date have been rejected by [redacted], so I have taken them "off the table".