Grossinger Toyota North

On May 14th of 2015, customer was first alerted via documentation on [redacted] that the oil pan drain plug was starting to show signs of thread fatigueThe technician documented this on the back of the repair orderIt was not recommended to be replaced at that time, just a heads up on the condition of the drain pan plug threads.On August 10th, 2015, customer returned for an oil change and we notated at that time that customer had oil seepage from drain plug and that drain pan threading was stretched and strippedA repair at that time was recommended on RO In addition front brake pads, cabin filter, and engine air filters were recommendedAll suggested services were declined including the second warning for the drain plugOn November 5, 2015, customer returned once again with vehicle for an oil change [redacted] Romero remembered that the customer had this condition and asked if he was prepared to replace the drain plug or if he had done it elsewhereHe had notCustomer did bring an oversized drain plug and gaskets with him to the dealership and demanded that those be installedWe recommended that he not use an oversized drain plug nor should he use two gaskets The customer, [redacted] , and the technician walked out to the vehicle to see exactly the condition of the pan and drain plugCustomer was shown the condition and he immediately used foul language and cursed at the technician and the advisorHe pulled out of his pocket a drain plug and demanded that Frank install the drain plugTechnician did as the customer requested and the customer leftCustomer declined the repair for the oil pan The fact that the drain plug is a non-moving part is irrelevantThreads have a tendency to wear after numerous oil changesCustomer had oil changes performed here since March of When customer wife called in after the most recent service, she accused our technician of threatening to beat up her husbandShe threatened to call the police and report the alleged threat if we did not fix the oil panI interviewed several witnesses who were involved in this incident and all of them reported that the owner was the aggressorRespectfully, [redacted] ***Fixed Operations DirectorGrossinger Toyota North [redacted] NCicero Ave.(Skokie Blvd)Lincolnwood, IL 60712( [redacted] *** [redacted] Fax

It was submitted a little more than a month agoWe received a rejection letter for the cancellation about two weeks ago by mail and I corrected the cancellation docs and resubmitted themWhen I checked in dealer daily yesterday I mistakenly thought the policy is still not showing cancelled, but that was for her new vehicleIt is showing cancelled in dealer daily To who it may concern this is the update I have received as of 11/18/from our finance manager [redacted] *** "The check was sent by Toyota 10/to customer's previous address and then re-mailed to that address 11/Customer no longer lives thereThey are cancelling that checkSpoke to the customer today and she requested it be sent to the dealership to be picked up I spoke with [redacted] from Toyota in the GAP department and she confirmed the dealership address with the check sent to my attention [redacted] stated the accounting department would need to cut the check again and mail out, but how soon depends on how backed up they areShe estimated one month maximum until we receive the check [redacted] Finance Manager Grossinger Toyota" This is being resolved and customer will be contacted once check has arrived [redacted] General Manager [redacted]

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 Sincerely, [redacted]

To whom it may concern, We have fully reviewed all documents in regards to Mr. [redacted] purchase and could find nothing that points to customers concerns and nothing noted in any regards to a push button start and it is not available in this trim level to begin with as he would have had to move up to a more expensive model of the XLE.. All paper work he signed to anything we owed him was a remote start (lets you start a vehicle from and completely items as we cannot install a push button start. We apologize for any confusion on this and after long consideration will give him the $250.00 he has requested, he will need to sign a release agreement so we can put closure on this and move forward. Respectfully, [redacted] L [redacted] General Manager [redacted]

Dear Ms [redacted] and Revdex.com Office,Our fixed operations manager, [redacted] ***e, spoke with all parties involved including Ms [redacted] Ms [redacted] has been a valued customer over the past few years Grossinger Toyota wants to service our customers' vehicle not just once but over the lifetime of ownership It is unfortunate this misunderstanding has occurred As stated in our original response, Grossinger Toyota recommended twice to the customer replacing the oil pan and the customer declined both times Unfortunately, we regret to inform you Grossinger will not be reimbursing for expenses to replace the oil panSincerely, [redacted] Operations ManagerGrossinger Toyota North

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
Ms*** purchased a vehicle from us and she resides in *** According to customer's complaint it took days for us to get her
paper work,her dates are incorrect as I beleive she meant to type 06/03/15.Because she was out of state she would of had to either pick up vehicle or transport back to colorado and based on my experince it was less to drive back.Because of all the Identiy theft that goes on we prefer customers come and pick up and we explained this to herIf she didnt agree she could of bought vehicle a lot closer, but the price she received from us was a great deal(no other vehicle at the price within miles and for the difference in price it made monetary sense to her.As far as spending hours at DMV I have never heard of someone being help at a DMV for that long in my years in this industry, sounds like her issue is with themShe never advised me that she was getting a rentalI would of suggested that she pay the tax bill and the tax money we it would arrive shortly rather than incuring additional expense, I was not offered that optionShortly after she took delivery even before this paper work and tax issues arrose she had left me a message shortly after delivery seeking restitution for travel expense because she was unhappy with our staff(just trying to make up travel expense).She has threaten with blackmail if we dont issue her a check for first $then $and most recently $She stated that she would take it the interenet for reveiws, Revdex.com and her attorney which she has already attached him to correspondents
We beleive we owe her nothing at this point and still we offered to buy her and a friend a nice dinner on us if she supplied us with her favorite restaruantwe asked that this be closed as customer has her product and all other items she has listed
Initial Consumer Rebuttal /* (3000, 7, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** is incorrect in several areas of his reply
Ultimately this comes down to that his dealership couldn't get a signed title with proper POA's and the tax money collected to me in the one month (days) for which the temp tags were goodHe has asserted several times (here and in personal email exchange) that it's difficult to know how to transfer a car between statesColorado only needed from them the title, two POA's (allowing for the transfer of that title), and the tax moneyI do believe that most states, if not all states, require those documentsColorado requested nothing out of the ordinaryI'm still perplexed as to what took his dealership days to send the title (after being prompted by me), and first POA, much less days to mail me the items listed aboveA few days before the tags expired, I contacted them since I had had no communication from the dealership to ask about the paperwork's whereaboutsI was told that everything would be overnighted to meIt wasn'tI advised his employee that I would not have a drivable car as soon as the tags expiredI made them aware that a rental would need to be rented at that point due to their slowness in getting me paperwork so I could still commute to workUnfortunately I don't have another almost $of cash to spend on taxes while waiting for a unknown period of time until the dealership sent me that needed paperwork
My first email to Mr*** was dated June 2, which is days after the temporary tag expired on the vehicle they sold meIt communicated and detailed the unacceptable way his staff treated me and how incompetently my vehicle purchase was handledI felt that it would be only right to give him the courtesy to have a chance to make things right before involving a more public platformIf I wronged someone in a business interaction, I would have wanted the same courtesy
I find it strange that this dealership thinks that just because I chose to purchase a car for a good deal from them means they have no responsibility if their inability to process paperwork in a timely manner and the expenses that cost meFinding a good deal due to a great and long search is no entitlement for a dealership to take advantage of their customer
I do not appreciate the personal attack and question of integrity made by Mr*** in his reply, especially as the details of those accusations were incorrectPlease keep this professional
Final Business Response /* (4000, 9, 2015/06/22) */
Our offer is still open that we will be glad to buy the consumer a nice dinner for two for the inconveince she feels we have caused
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A gift card after this whole situation has been dealt with so incompetently and now unethically, at monetary cost to me is such a outrageous "solution"Grossinger has cost me actual money and time to deal with their gross inability to complete the correct paperwork and mail that correct paperwork to meIf they were professional and actually treated their customers ethically they would have either gotten the paperwork completed on time, extended a temporary tag (which was requested and not delivered), or be paying for the expenses that were incurred due to their multiple errorsThis is not a acceptable offer from their business
5/1: I purchased a car from Grossinger Auto with a temporary tag good until 5/
5/4: Grossinger Auto contacts me that they failed to have the proper papers signed and needed me to come by again when I was in the state to sign the rest of the papers
5/8: Grossinger Auto employee, ***, does not show up to bring and have me sign the paperwork needed to complete the salePaperwork to be sent to me to sign and mail back when I get back to Colorado
5/14: Signed paperwork is scanned and emailed to Grossinger Auto
5/27: No communication from Grossinger Auto about title/registration documents or tax paymentI contacted them and prompted them that the paperwork would need to be sent by 5/(the last day the DMV is open before their temp tags expire)
5/29: Title and POA arrive from Grossinger AutoGo to DMV and there is a missing POA and they cannot title the vehicle to me or register the vehicleContact Grossinger about missing POA and ask for solution to car being underivable on 6/
6/1: No necessary paperwork from Grossinger Auto in my possession and registration/tags expire for new carCar is now underivable and parked at my house
6/3: Overnight envelop arrives from *** Auto with missing POAI went to the DMV and found out that the tax money was not sent to Colorado or to me and I would have to pay the entire amount out of pocket to register the vehicleContacted Grossinger Auto to find out about the tax money
6/4: Overnight envelop arrives from Grossinger Auto with tax money checkVehicle is registered and now drivable

To whom it may concern,Customer has been offered $in cash just needs to swing by and sign release, we don't believe this is on us as its the customers payoff and we only paid it as a courtesy*** L ***General Manager

Initial Business Response /* (1000, 6, 2015/01/19) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
In reference to the above mentioned customer concern
The customer was presented these items and opted for both of them (signed for them
both)The Vin Etch (security system) we will be glad to get customer a refund, we just need customer to come in and sign a cancelation formThe fabric guard has been applied and the paper work processed on it for his warranty so we can not cancel this product
We appologize this was not resolved prior to this contact and want to continue to take care of Mr*** and his automotive needs
Initial Consumer Rebuttal /* (3000, 13, 2015/03/12) */
It has been months, and I still didn't receive my title yetI paid my car in cash full purchase price, up front with receipts in hand
Final Business Response /* (4000, 15, 2015/03/12) */
We have and do appologize profusely as we agree the customer should have titleThere was a clerical input error and we had to get a correction madeIt is now at SOS and should be available to customer within the next 7-days.We will contact customer as soon as we receive.For the customer inconvience we would like to offer them a free detail of any vehicle registered to there home address within the next months

Ms*** vehicle was damaged by a lot attendant while in the care of our service departmentWe brought the damage to the attention of the owner and arranged a future date for the repairs to be madeAt the time of the incident, the adviser believed the damage not to be very significant and
thought it would be a few days for the repairs to be made at the body shopUnfortunately, there was some damage to the door skin on the sliding door that required the door to need more repairs needed than anticipatedThe vehicle was completed and the vehicle was personally delivered by the advisor, *** ***, to the owner’s home on the 28th of JuneVehicle has been completed and vehicle has been deliveredWe are very sorry for the delay and any inconvenience this may have caused Ms*** Sincerely, *** *** Service Manager Grossinger Toyota 847-***

The excess mileage was never a discussion our team had with customer until the customer received a bill from lease company We have spoken to customer and he acknowledges we never agreed to pay and he just assumed So in the interest of resolving and moving forward we have agreed to split the
cost and pay 1/up $and customer has agreed and will need to sign a release

Complaint: ***
I am rejecting this response because: As of right now, I have not received any checks or a call back from the dealership regarding arrival time on my checkI have not moved, I gave directions and a proper address to send the check to my job, which I did specifyI'm here everyday and I personally pickup the mail every day at my jobThis check never arrivedFurthermore, the only other address Grossinger Toyota has on record is my '2450' address, which is valid and is on my drivers licenseTherefore, this is not a sufficient responseAs I stated, I have been waiting for an extended period of time and I would like to know WHEN this check will arrive to Grossinger Toyota so that I can come pick it up
Sincerely,
*** ***

Dear Mr*** and Revdex.com Bureau, We are very sorry you are not satisfied with the remote start you choose The push button ignitions start remote is only installed by the factory and it not an option we can install The price was reflective of the remote we installed We have
regret to inform you a refund is not available. Thank you,*** ***General ManagerGrossinger Toyota***

We will contact customer as soon check arrives

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate Mr***'s response and the willingness of Grossinger staff to resolve my issue once they were informed that the Revdex.com had been contactedI regret that we could not resolve the manner in a more direct way, but as you are aware, my repeated phone calls were not productive in this regardMy vehicle was delivered to our home the same evening that this complaint was registeredAlthough the damage was NOT brought to my attention by Grossinger, the service department was receptive when I pointed it out to them upon receiving my vehicle after the oil change on 5/31/I hope that the one take-away that Grossinger has from this incident is the importance of communicationI understand that unanticipated issues come up, and timing of repairs may need to be extendedHowever, that extension needs to be communicated to the vehicle owners at the initiative of the dealershipIt is unfortunate that I had to spend so many hours attempting to get any information on my vehicle or to speak to an adviser who had details about my vehicle, specifically when the adviser(s) knew that my family's transportation needs were negatively impacted based on the unavailability of comparable vehicle loaners.Thank you for servicing the vehicle, and repairing the body damageI appreciate that my vehicle was brought to my home, so that I did not have to spend additional time picking it up at the dealershipI understand that this gesture was above and beyond typical service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response becauseI wish general manager read all my complainesi did not complain just about remote controli'm complaining over paid option (if it is price for remote start), option what I did not agreed and sales personssales manager promised me refund but this dealer did not want help me anymore because I left bad servey to themand now all sales person related me are quite their job so no one have responsiblity about itNo one can help you any more because sales man and manager quite when I buy my new carThat is what I heard from relationship managerThere is a finance manager who heard about my refund promise with sales manager but she say same thing she can not help me because I left bad serveyhow it possible company decline all my complains because I left a bad servey?
Sincerely,
*** ***

To whom it may concern,The key was broken by customer and not our tech. We will be glad to give the customer a discounted rate to assist, but the customer must pay for the key.  Respectfully,[redacted]

It was submitted a little more than a month ago. We received a rejection letter for the cancellation about two weeks ago by mail and I corrected the cancellation docs and resubmitted them. When I checked in dealer daily yesterday I mistakenly thought the policy is still not showing cancelled,...

but that was for her new vehicle. It is showing cancelled in dealer daily.    To who it may concern this is the update I have received as of 11/18/2017 from our finance manager [redacted].   "The check was sent by Toyota 10/31 to customer's previous address and then re-mailed to that address 11/15. Customer no longer lives there. They are cancelling that check. Spoke to the customer today and she requested it be sent to the dealership to be picked up.   I spoke with [redacted] from Toyota in the GAP department and she confirmed the dealership address with the check sent to my attention. [redacted] stated the accounting department would need to cut the check again and mail out, but how soon depends on how backed up they are. She estimated one month maximum until we receive the check.   [redacted] Finance Manager Grossinger Toyota"  This is being resolved and customer will be contacted once check has arrived. [redacted]General Manager [redacted]

Complaint: [redacted]
I am rejecting this response because:I only asked manager what happened, my husband comeback all shaking
and said that mechanic ask him to meet outside- my husband took this is treat ,
also doesn't speak English well. I ask manager to check out story , if it was treat and
take it seriously, because im scared now for our family and need to protect my family. Manager on phone said that I will loose , since they have witnesses and I dont. I would never blackmail
anybody, This is dirty approach! But im not very surprise - I guess its how
you deal with not happy customers at Grossinger!I was talking with manager pointing that damage been done
after routine oil change, I never ask them to do repairs after this conflict-
how I can ask someone to do repairs if same deanship didn cause damage? Doesn’t
make sense and illogical. When I was talking with manager car was already in
other shop and I have time line prof - caller id timing from dealership and
time frame of order for replacement part and repair timing in receipt from
other mechanic.We took car immediately to other mechanic shop, and same
time I called ask dealership to deal with conflict. I even Didnt want to
dealership to make repaired after making damage to oil system. How I could damand anything , when problem been solved by other shop!Attacking customer and false accusation is wrong business
approach!I still believe that damage been done by routine oil change
at dealership by using powertools, I reject offensive dealership response and asking do deal with
this problem in professional matter,  without adding false accusation to the conflict and issue reimbursement in amount $257.13 ( receipt could be provide upon dealership request).
Ms. [redacted]

Dear Ms. [redacted], We are in receipt of you complaint to Revdex.com and want to advise you that we typically  cannot remove an inquiry with credit bureau as it was not ran in error. We will advise the bureau that you misunderstood and did not sign credit application understanding it was going to be...

run.  [redacted] the finance manager you spoke with will work on assisting you in getting this resolved.  [redacted]General ManagerGrossinger Toyota North[redacted]

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.
Sincerely,
[redacted]