Gutierrez Garage Doors, LLC

CRM, Heather [redacted] , spoke with customer yesterday Told customer to expect a call back sometime today after she has had time to review with service director the actual repairs needed and then with the finance manager to find out what her warranty actually covers, and if it would cover thisThe warranty company will probably need to come out to review and evaluate the repairThey, not Kings Toyota, decides if a repair is covered under warranty

The records do indicate that at 39,miles, 13,miles and months after purchase, the vehicle did need a front end alignmentThe truck was not in for service prior to the alignmentKings Toyota can not take responsibility for tires that are worn due to an alignment problem that could have occurred at any time between the purchase and the complaint dateI have attached a copy of the contract and ther is no mention of an alignment or tire probleIn fact it appears that Mr [redacted] looked over the truck pretty well asking for various items to be taken care ofRob S [redacted] Kings Toyota

Spoke with [redacted] and agreed to put a stop payment on the first refund check mailed 4/and issue a replacement on 4/Customer is satisfiedRob S.Kings Toyota

[redacted] ***, sales associate, and I discussed yesterday and reached out to customer via email, text and left a vm message concerning these issuesCustomer responded to [redacted] late evening that she had received paperwork and all concerns as stated had been resolvedResponse was done via text messaging which [redacted] shared with me this morning, allowing me to close out this caseIf there is anything else that should be addressed for this customer, please let me know.Regards, [redacted] Customer Relations ManagerKings Toyota Scion

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.What happened to my car prior to bringing it to King's Toyota is not relevant to my current complaintWhen I brought my car to King's for service, I explained the symptoms and that I was aware of the TSB but I also expressed my concern that there was considerable smoke coming from my engine and that I was worried the car could not be driven for a length of timeI asked them to evaluate the engine and let me know if there were other issuesThe person at the desk (whom I assumed had knowledge) informed me that the only thing to do was an oil consumption test; the only reason I signed off on that recommendation when I left the car is that I assumed the person who made the recommendation was knowledgeable and had the expertise AND that the mechanic who serviced the car would look it over and make sure it was safe to drive before putting me back behind the wheelI relied on the expertise of their mechanics to evaluate and diagnose my car and provide me with an understanding of what might be going on before I took possession of the car and drove it againThey now say they believe there was a problem with a water pump; if the pump was failing, they should have been able to diagnose that when I left the car with them the first timeAlthough I brought the car to King's with the knowledge that there was a TSB for my engine related to oil consumption, I relied on their expertise to evaluate whether that was the most likely cause of the problems I was observing with my engineI expressed clearly my concern that my engine was burning something out of the tailpipe and I believed it to be oil, but that I was asking them to look the car over and make a diagnosisInstead, they assumed it was the oil consumption and told me that the only thing to do was an oil consumption testOne of two things happened here: 1) they were correct and the source of the failure was related to the TSB engine problem (that should be covered under warranty), or 2) they were incorrect in assuming the problem was related to that TSB issue and because they failed in their obligation to perform any diagnostic checks of other systems of my engine, they recommended I continue driving the car and the problem they failed to diagnose (or even consider diagnosing) resulted in the failure of my engineEither way, they have the responsibility to make the value of my car "whole" here - either by repairing the engine or compensating me for a portion of the lost value (in cash) for the carGiven their poor customer service and the fact that they put my own safety and that of my family at risk through their negligence by not pursuing appropriate diagnostic work has burned me on ever owning a Toyota againI do not seek travalue, I am seeking for my car to be restored to the condition it was in when I brought it to them, at which time it was running and may have needed service, but was functioningTheir negligence resulted in the loss of any value on the car and I expect them to address thisI am not asking them to restore full blue book value (which would be $5-7k) but instead to meet me in the middle and pay me $2,or repair the engine Regards, [redacted]

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 I have the alignment report from Toyota that proves it was outThe balding was known when I bought the truck and the salesman also knew and told me not to worry and they would fix it if neededThe balding tires are now on the back and I can not rotate my tires and put those on the frontThis was a short term fix and does not address the fact that a faulty vehicle was knowingly sold to meThe fact that I am going through this shows how unethical the dealership isThe good news is that I know some very high powered social media people and I will be talking to them next Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted]

I am sorry to hear that the Rav you purchased a year ago had a transmission problemWe do our best in checking the cars out before we sell them but that is no guarantee that there will be no problems down the roadThe Toyota Technicians follow a repair diagram whenever a vehicle is malfunctioningIt is very possible the ECM was bad along with the transmissionTo properly repair, the diagram states to replace the ECM firstKings Toyota has been paid and if you put the payment on a credit card you will need to pay them paymentsI do not see a responsibility to pay your payments or the repair bill that you authorizedRob S [redacted] General managerKings Toyota

We are very sorry that the response was not satisfactory to Mr [redacted] My first response was based on information from the [redacted] adjuster There is not evidence that the damage was done prior to Mr [redacted] renting the vehicleThis is an unfortunate situation but this is why both parties have insuranceIt's up to the insurance companies to determine who is at faultThe insurance companies are working that out at this time

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted] ***

Thank for allowing Kings Toyota to address the problem this customer has experienced.After speaking with the general manager, he has agreed that the dealership will pay to have the film removed from the windows as indicated in this letter but not for the retinting of the windowsI have been trying to contact the customer on the phone numbes supplied but there is no answer nor is there any kind of voicemail system I can leave a message onI will continue to try and contact customer to make the above referenced offerIf you have contact with the customer before me, I will be happy to speak with him if you will give him my name and phone numberRegards, [redacted] Customer Relations ManagerKings Toyota Scion [redacted]

We have been in contact with this customer and have come to an agreeable deal on a different vehicleThe transaction should be completed soonrob S [redacted] kings Toyota

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 belowThe service advisor is baldly lying; I showed him a video of the smoke coming from my tailpipe that was recorded the morning I brought my car in for examinationI did not refuse other diagnostics; I was told this was the only thing to do because of the TSB on my engineI was not offered any other opportunity to discuss possible problems with my engineI now realize that I should have insisted he write every word on the request; I trusted in their ethics too much and that was my badTheir statements about the number of times I brought my car in for service are inaccurate; while I did not bring my car in to their dealership for routine service/repairs, I brought my car to them multiple times for recall repairs, including repairs to the floormat, repairs to the accelerator pedal and the recall on the driver-side window controlThis suggests to me that they either do not keep accurate records, or they are intentionally misleading the Revdex.com in discussions of this ***erEither way, this calls into question the accuracy of their records regarding the current ***erThe issue regarding whether I wanted to pay for the repair of my driver-side window controls is irrelevant to the current discussion.Deciding not to repair the window does not mean I would not be willing to repair my engine; the window is not necessary to maintain the safe operation of the vehicleI do not accept their responseI am not interested in trading the car in for another carI believe they have behaved negligently and are avoiding their responsibility for being negligentI do not wish to trade the car in for another ToyotaAs a consumer, I would not do future business with them given their lack of ethical and responsible behavior in this [redacted] Regards, [redacted]

I do understand your frustration with the vehicle breaking down only a few days after your purchaseI can assure you that Kings Toyota does take the safety of all of the vehicles we sell seriouslyI do not know how our service department could have predicted a timing chain failure unless the car was showing signs or sounds to indicate there was a problem Unfortunately there is no warranty on a year old vehicle with over 170K milesI have attached the agreement signed at the time of purchase indicating the vehicle did not have a warrantyRob S.General ManagerKings Toyota

Let me know if there is anything else I can do

I am sorry that you feel this way about your recent service. In reviewing the paperwork your car is 19 months old and just shy of 50,000 miles. We do recommend brake fluid service at 50,000 miles to our customers routinely. Although this service is not in the Toyota manual our Toyota Master... Certified Technicians do recommend it along with many of the other OEM's. The fluid with time takes on moisture and can cause corrosion issues to the cylinder, brake lines and calipers. The work was explained and properly approved at the time of the service at $129.95. Unfortunately I can not replace the new fluid with the old fluid in this case. I would be happy to have my service manager talk to you in more detail about the service and why we recommend it if you would like. Rob S [redacted] General Managerkings Toyota

On 9/29/16, we were scheduled to do an oil boiler cleaning When the technician arrived, he documented that there was no pressure on the boiler He tested the water feeder and determined that it was not working and had to be replaced There was also a [redacted] vent that needed to be replaced The tech then cleaned the oil boiler and purged the air out of the heat lines The heat lines were circulating the water back to the boiler At that point, the service call was completeWe returned the next day (9/30/16), because the heat zone would not shut off It was determined that the check valve was stuck open preventing the water from stopping which caused the zone to heat and run nonstop I explained to the customer the scenario that this is something that typically is hard to diagnosis because of the time it takes to determine What I did for the customer is only charge him for the parts and the actual time it took to change them This would be like he never left the job on the first service call and this part would have needed to be replaced either way This ended up being a half of an hour in actual time He was not charged for any other time for that callRichard P Waltz Plumbing feels we have already addressed this issue with a fair resolution Richard P Waltz Plumbing & Heating is an emergency based company and we believe in good customer service Unfortunately, being emergency based, I am not always easily accessible, so I apologize for not being available that morning to call the customer back When I did free up, he was taken care of in a timely manor

*** I do apologize for the delay in your $refundI have made sure a credit has been issued and have attached the transaction receiptIt can take some time before you will see it clear your accountIf you have any more questions you can call me direct at *** Rob
S*General ManagerKings toyota

Kings Toyota is willing to provide Ms*** with a free estimate of the repairs needed for her HondaIt would be necessary for her to bring the Honda to our service department to determine exactly what it needs so we can provide her with an estimateOnce the estimate is completed we can determine how we can assist her with the costIf the cost of the repairs do not work within Ms*** budget we could attempt to trade her out of the HondaThe vehicle was sold but Kings Toyota is more than happy to assist Ms***. Ms*** should contact *** *** ** *** if she is interested in our assistance

This customer was sold the Honda Accord with No Warranty on 01/27/We believe her issue is with Honda Motor SalesOur used car manager, *** *** did offered to inspect Ms*** vehicle at no charge to determine if Kings Toyota could assist her with the repairsKings Toyota
would be willing to discount the cost of any repairs*** also offered to assist her with trading out of the vehicleKings Toyota would make every effort to help her meet her budget for another vehicleKings Toyota would be happy to assist Ms*** with her Honda Accord issueShe refused our offers on the phone