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 fatigue. The technician documented this on the back of the
repair order. It 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 stripped. A repair at that
time was recommended on RO 868794. In addition front brake pads, cabin filter,
and engine air filters were recommended. All suggested services were declined
including the second warning for the drain plug. On 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 elsewhere. He had not. Customer did bring an oversized drain plug and 2
gaskets with him to the dealership and demanded that those be installed. We
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 plug. Customer was
shown the condition and he immediately used foul language and cursed at the
technician and the advisor. He pulled out of his pocket a drain plug and
demanded that Frank install the drain plug. Technician did as the customer
requested and the customer left. Customer declined the repair for the oil pan.
The fact that the drain plug is a non-moving part is irrelevant. Threads have a
tendency to wear after numerous oil changes. Customer had 23 oil changes
performed here since March of 2012. When customer wife called in after the most recent service,
she accused our technician of threatening to beat up her husband. She
threatened to call the police and report the alleged threat if we did not fix
the oil pan. I interviewed several witnesses who were involved in this incident
and all of them reported that the owner was the aggressor. Respectfully,[redacted]Fixed Operations DirectorGrossinger Toyota North[redacted] N. Cicero Ave.(Skokie Blvd)Lincolnwood, IL 60712([redacted]
[redacted] 
[redacted] Fax

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 pan. Sincerely, [redacted]Operations ManagerGrossinger Toyota North