Gutierrez Garage Doors, LLC

In researching the repair it was diagnosed and confirmed that the rod bearing went badThe only indication of rod bearing issues would be a very noticeable engine noiseWithout that indicator it is not possible to predict that it would go bad in milesThe vehicle went through our reconditioning process and the recommended repairs were doneOn any used vehicle there is risk involved and in reviewing the paperwork we did inform you of all the coverage that the car hadSubstitute transportation was not included.Kings Toyota is not responsible for the expense of the rental car.I Have attached a copy of the repair order with a time line of the repair on page I don't see any real issues with the speed of the repairAn engine replacement is a big jobI would be happy to go over the timeline with you if that would help. Rob S***

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 *** looked over the truck pretty well asking for various items to be taken care of. Rob S*Kings Toyota

Spoke with *** and agreed to put a stop payment on the first refund check mailed 4/and issue a replacement on 4/Customer is satisfied. Rob S.Kings Toyota

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 understand that you can't predict what might happen. However, the vehicle burned through quarts of oil in less than 3,miles. There were quarts in the engine when it got to Toyota because we had put quarts into it the night before. No engine in good condition (which they told us it was and continue to stand behind that it was) would ever burn close to that amount. The engine was shot from the moment we bought it when we were told it was in great condition. And they aren't going to accept that they could of missed this or had a hint that something was wrong. The service department even told me this is something they have never seen before and all told us to talk to someone above them because this isn't right. Now we are and no one will listen or even try and take care of us as customers. MrS*** is going to put blame on the Warranty company and I already talked with them and they explained to me the process. His service department took their time throughout the weeks to get things done. It took more than days to take the engine apart. It took more than days to get an engine when they had found it an new they would need it the week prior. Then it took days to put it all together. Another day to drive it and then it was towed to another dealer to have the hybrid battery talk to the new engine. Another day to fix a recall. Then it was finally ready for us to pick up. So don't just blame it on the warranty company his service department didn't handle things in the right way and my car should of been done at the most a week and a half. Not weeks! The additional coverage he speaks of may of been offered but neither my husband nor I remember that. In his response he chose to put blame on others instead of accepting even the slightest bit of responsibility. He also didn't even try to show any sign of consideration for the situation we experienced with his dealership. I also find it ironic that it took the Revdex.com contacting him for him to respond to me after I sent an email to him last Thursday. Regards,
*** ***

On June 8, *** *** had service performed at Kings
Toyota, RO@ 161,miles, which consisted of a MULTI-POINT INSPECTION
(MPI) and oil changeAt that time she was given a copy of the MPI sheet
indicating BATTERY CONDITION as being OKAY*, along with other conditions
that
needed to be addressed, such as brake and tail lights, two tire replacements,
drive belt replacement, to name a few
As clearly stating on the MPI sheet,” *An item checked as
“OKAY” is not a guarantee or assurance that it will not fail or malfunction at
any time in the future.” At this time her battery was checked as OK
The battery probably failed because of the faulty
alternatorAn alternator failure is a mechanical failure and one that cannot
be detected during a standard MPI. To date, 10/9/2015, Kings Toyota has reached out to customer and left a total of messages on *** ***'s home phone and her cell phoneKings Toyota would like to address this issue with customer but *** *** has not returned any callsDue to the lack of follow through from customer, Kings Toyota considers this a closed case
Thank you for the opportunity to address this concernKings
Toyota does not feel they have in any way caused or are responsible for an
alternator failure Regards,*** ** ***Customer Relations ManagerKings Toyota Scion

I am very sorry to hear that you are having problems with your MazdaI can assure you that we do everything we can to check out our used cars before we offer them for saleUnfortunately it is impossible to predict a future mechanical breakdown especially on an older vehicleAt the time of
sle we do document and have signed papers clearly outlining the fact that these cars are sold witout any warranty or As-IS.Kings Toyota can not take responsibility for a mechanical break down on a car that was sold as-is...with no warranty. Rob S*Kings Toyota

Mrs, *** brought her Toyota Camry with 176,miles on September 23,She had only been to Kings Toyota Service Department once beforeShe requested we start an Phase oil consumption testSee attached repair orderThat test consist of an oil change and placing a tamper proof sticker on the oil cap, drain plug and dip stickAnd she was to drive her car -miles to determine any oil consumptionThe Camry was towed back in on Sunday Sept 25,On Monday Sept 26th it was determined there was no coolant in the engineWe filled the system and pressure tested the system for leaksIt was determined the head gasket had failedWith 176,miles on her Camry her head gasket is not covered under warrantyHer issues were not related to an oil consumption issue that was covered under her recallToyota Corpwas contacted and if customer paid for her engine to be disassembled and inspected and there was an issue with oil consumption Toyota would offer assistance. Mrs*** might want to consult *** *** *** ***With 175,miles on Sept 3rd and 13th,*** replaced her oil panAnd on March 5, they replaced her water pumpSee attachement. If Mrs*** would like trade in assistance Kings Toyota would do our best to assist herShe should contact *** *** ***

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.]My wife informed the service department that the service light was still on after the supposed service. She was then told that she had not requested them to work on the service light problem and that it would cost an additional $to fix what turned out to be a bad sensor. It was the service light that was the main reason for requesting service in the first place yet they were able to find over $of other work that the car supposedly needed but did not include the faulty sensor. This should have been the primary work and I do not feel we should have to pay more even at the so called reduced employee rate for service that should have been performed up front or at least given the option to have the work performed before everything else.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.However, I still don't know whether the issue with the loan check has been addressedI would appreciate some information regarding the status of that situation
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
Services were recommended that are not needed, recommended, or required by the manufacturerIf it was known that the services were indeed not needed, required, or recommended it would not be acceptable to preform themThe reasoning behind Kings Toyota recommends this is also unacceptable, and unethicalA reputable shop would not suggest this serviceAt the time of service this was highly recommended, and basically required or the car could malfunction.One would wonder how many of these unnecessary services have been performed over the years? I really do believe this type of thing will end up a group lawsuit at some pointVery poor business practices, considering the facts that the service is not even required at allThe explanations are misleading and the reasoning behind the services are certainly not best practicesAs well as being poor practices, they are misleading and unethical as well
Regards,
*** ***

I understand your concern but there are pictures of the specific damages on the car and the mileage overage charge are all part of the original lease contractToyota does have a third party vendor do the inspections with no input from the selling dealer. Rob S.Kings Toyota

*** *** ***
I will have to check at home on clarification of the warranty. I want to clarify that was simply my suggestion to the company for them to pay for a rental car. Itwas a suggestion that they pay for something to cover the inconvience when they should of offered a rental car in the moment. Really they need to pay for the entire repair that was completed on my vehicle. He has told me now that they only way they would of known that there was a problem was if there was a noise. Which I stated in my first email that we asked about a noise the vehicle was making and we were assured it was the hybrid motor and would be something to get use to and that it had been fully checked out. Well that hybrid vehicle noise clearly turned out to be a bigger problem that they either missed or knew about. Either way they should be taking care of their new customer. The general manager that we have been back and forth with has decided to not even acknowledge my last email. The last I heard from him was that the timeline was an accurate one. I think I pretty clearly reputed that. I was in contact with Norm at the service department multiple times a week trying to understand why he continued to say it would be done this day and then we would get pushed back. Most of those delays were on their end and they need to own up to that. It is frustrating that he hasn't even said I apologize that you went through this and I can't do what you are wanting but I can do something else. He hasn't acknowledged that we purchased a new vehicle from his dealership and not even two months later was in the shop for almost a month and the inconvenience that caused us. I hope that you do not close this complaint as they have not taken the proper routes of handling this situation. This needs to be a mark against their company for selling this car to us with a problem and the poor customer service they have provided. I was also under the impression that if we did not hear back from him that it would be an unresolved mark on Kings Toyota. I look forward to hearing from you soonThank you, ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I anticipated no refund would be offered In terms of getting a call back, no one in the office would return my calls In order to get resolution it took me physically going to the place of business and talking with someone face to face I at least have some satisfaction in knowing this situation has been logged and the poor service documented for others to note
Regards,
*** ***

Thank you for the opportunity to rectify this situation for *** ***I spoke with *** *** and gave her the opportunity to expand upon her service and lack of management communication and have offered her the apology requested on behalf of Kings Toyota. Knowing that there was still some
concerns about the repair from her return visit, I personally picked up her vehicle earlier this afternoon, brought it into the dealership and we replaced the under shield for her with the promise of returning her vehicle to her by 4:today. All this information and *** *** concerns have been shared with General Manager, *** *** so he also can address with the service managers. Regards,*** ** ***Customer Relations ManagerKings Toyota Scion

I understand your concern over a car that is giving you trouble after only milesIt is simply impossible to predict when a mechanical breakdown might happenOur reconditioning department has all certified technicians with of them being master certified...The highest rating Toyota
gives.If there was obvious issues wit the vehicle when it was serviced we would never have offered it for sale. I do understand that it it took some time for the repairs but this was due to diagnostic time along with a required inspection of the vehicle by the adjuster who represents the warranty companyThe adjuster does verify the the repair and inspects to make sure it was not a pre-existing conditionIt was covered which indicates there was no pre-existing condition. There was additional coverage made available to you at the time of purchase that would have given you added coverage including a rental car, however it appears that you did not take advantage of the offer. Kings Toyota can not be responsible for substitute transportation while your car was having warranty work done. Rob S*kings Toyota

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.I DID NOT deny renting the car during a snow storm. The rental agent said that it looked like somebody scraped the car to get the snow off of it. THIS is what I denied doing. I even told the rental agent that the car was garaged at my home during the snow storm!!! Assuming how damage occurred is just as dangerous and unfair to the customer as assuming WHEN the damage occurred. There was NO INSPECTION BEFORE OR AFTER the vehicle was rented, and certainly not with the customers present. This vehicle was returned to Kings Toyota damaged before I rented it. Kings Toyota's own documentation show's no record of inspection in their out/in reports, and the rental manager even admitted that this was a gap in their process. I was even apologized to about the vehicle's condition upon renting it because it hadn't been "processed in yet." For the protection of both Kings Toyota as well as their customers, walk around inspections should be made standard before and after with the customer present. This would have avoided this mess
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I still will not return to this dealership and risk such a thing happening againTWO employees that had heard what happened told me that it is a pretty regular occurrence for that particular machine to malfunctionRegardless, thank you to Kings Toyota for recognizing your errors in this situation and doing your best to rectify it promptly
Regards,
*** ***

In reviewing the information on the contracts it appears that Kings Toyota did in fact complete the structure of the agreementThe purchase agreement clearly shows the agreed upon contract did include a payment to Toyota Financial in the amount of $This payment was made on or about
3/27/*** to Toyota FinancialThe balance owed to Toyota Financial consisted on the *** contract with Toyota Financial stating the condition of the car when turning it in from the lease along with exact mileage allowed and the penalty for going over those milesThe breakdown of the charges isAdditional Mileage over agreement charge.......$604.36Right front door damage.....$175Right Fender damage..........$210 These charges are the responsibility of the lesse on termination and not that of the selling dealer unless noted on the purchase agreement. We do value your past purchases and would like to keep you as our customerPlease contact Kevin Mat ###-###-#### to discuss other options. Rob S.Kings Toyota

Parts for this recall were on back orderCustomer now has an appointment on September 14th to complete the recall repairs

Kings Toyota was able to satisfy the customer by getting her transmission covered under her extended warranty.Heather T***Customer Relations ManagerKings Toyota Scion