Gutierrez Garage Doors, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'd like to thank Kings Toyota for understanding and making this exchange mostly pleasant.
Regards,
*** ***

I understand your expectations on the purchase of vehicles was very high, and I totally understand thatI can assure you that we work on clear communication with our customers all the timeIt is one of the most important parts of our sales and service processI an very disappointed
that there was a misunderstanding when the purchased was made but also several months laterToyota does have a very strict certification process that is adhered toThe fact that the tread debth is the requirement is correct and the certified warranty does not cover adjustments or wear and tear items like tires.Unfortunately I can not put new tires on a vehicle that was not on the original signed agreementIt appears that the manager did work with you and actually agreed to your negotiated request of a tire rotation and alignment at no cost purely as a customer satisfaction decisionEven on a bran New Toyota adjustments like am alignment and tire rotation would not be covered after the car was driven 13,miles from date of purchase.When the time comes to rotate and replace the tires, Kings Toyota will agree to replace the tires at a discounted amount equal to used car department cost...which is discounted from a retail rate.Hopefully this helps in your overall satisfaction on your two car purchase from kings Toyota! Rob S*General ManagerKings Toyota

The customer had an appointment with out service department today to determine what was wrong with her carShe did not show for her appointment*** ***l KINGS TOYOTA INC*** *** *** *** *** *** *** *** ***

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.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,
*** ***

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.
Regards,
*** ***

I apologize for the amount of time it has taken to process your request for a refund of your depositI have verified that the refund was in fact processed on 2/16/and should show as a credit to your account within daysIf you need any further assistance I can be reached at
***
*** ***General managerKings 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.]The issue is not that the ECM may have been an issue at the time of purchaseSeveral months after purchase the car began to have issues shifting, I brought it in to be diagnosed, and the auto department at Kings Toyota said at that time there were "110%" sure it was the ECMIt was not properly diagnosed, that is the issueHad my car been properly diagnosed and the correct part placed in the car I would still have the car to this dayKings Toyota is responsible for this misdiagnosis.
Regards,
*** ***

We moved the customer's appointment up to Monday August Customer says she is satisfied

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
The sales manager offered to have the maintenance techs to look at the vehicle at no chargeHe never stated the business would assist me with the cost of the repairHe only tried to sell me another vehicle if I could not afford the cost of repairAt no time did he tell me the estimated cost of the repair; as such I could not answer Without a full explanation from the business of its offer to assist with the cost of repair I can not accept its responseAs I understand the offer made by the business, it will provide me with a replacement vehicle of equal value at no cost to meIf my understanding is incorrect then I request a full and clearly written explanation of its offer.
Regards,
*** ***

Thank you for taking the time to communicate with us about your family's most recent customer service experience It is our understanding that your wife brought her vehicle in to have a check engine light diagnosedDuring her visit a team of our technicians determined that there were
additional items that needed attentionAfter speaking to a trained service advisor your wife signed paperwork to proceed with the necessary brake workShe was given a courtesy rental car. Upon returning to collect her vehicle, your wife was informed by a service manager that the service light was on due to a faulty sensorThe service manager offered a 50% reduction off the necessary repairYou wife declined the repairYou indicated a independent repair shop could not find any leaks and the brake work had not been completed. Your business is important to usI would like to extend a free comprehensive inspection as well as a guided explaination of all the findingsOur Service Director, Dave *** will answer any questions about the leaks and brake work. To arrange an appointment please contact Dave *** at ***He will make all the arrangements necessary to ensure quality customer service and and a convenient appointment timeWe look forward to future communications and earning your trust

Ms*** was a first time customer who, when she called to schedule the appointment, was told about the labor rates, travel time and payment options prior to us giving her an appointment. We did apologize for having to reschedule her, but we are an emergency based company and someone without
heat always takes precedence. The technician called the customer, loaded material, and left our shop at 9:am according to the GPS report (copy attached) and arrived on site at 9:am. When he arrived, he had to get all the information off the new stove because the piping and regulator needed to be sized properly per manufacturer's specifications. The technician that was sent has over ten years experience in the fieldMs*** never spoke to the technician as she was never on site - he only spoke with Ms***, who was on site, and it was explained to her about the regulator. Our technician was told that they need a stove and to go ahead with the repair. I will credit one half hour of labor and charge the time per the GPS when he left the shop as a courtesy

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 Need my car fixed in weeks or replaced, they defrauded me and never told me about the recall till I saw in NY times and I have to pursue them to fix it or otherwise they would have just ignored my car AT ALL as I saw have happened to may customers before.
Regards,
*** ***

Mr*** rented a Toyota Ravfrom Kings Toyota on 02/16/The vehicle was returned damaged on 02/18/The initial body damage was estimated to be $The Body Shop found additional unseen damage making the total repair cost $Our insurance company, *** paid the claim
They are now subrogating the claim with Mr*** insurance company*** did review the three previous rental agreements prior to Mr*** renting the vehicle and no damage was reported*** did find Mr*** had the rental on Feb during a snow storm something he deniedThe customer did acknowledge his responsibility for any damage when he signed the rental agreementSee attachment Kings Toyota is sorry this has been a stressful situation for the customer but the matter is in the hands of both of our insurance companies

I spoke with *** *** and did apologize for our lack of communicating to her that a deposit on a vehicle would be deposited to hold the vehicleKings Toyota does have a policy to allow business days for a check to clear before a refund can be giventhe days was 4-
and a check was printed and mailed on 4-I did offer *** the option of us cancelling the mailed check and printing another so she could pick it up at Kings ToyotaShe agreed to give the mail a day or so and if not received she will call me directly for other arrangements. Rob S.General managerKings Toyota

[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.
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.
Regards,
*** ***

Per the direction of *** ***, General Manager, Kings Toyota will have the tint removed at their expense and will send to Mr*** a check for $to cover the cost of reapplying the tintMr*** can then have the film reapplied at his convenience and with the supplier of his choice
Mr*** should expect the check mailed to him within to working days
Please have Mr*** contact me direct to make arrangements for the tint removal
Regards,
*** ** ***
Customer Relations Manager
Kings Toyota Scion

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 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 is. The good news is that I know some very high powered social media people and I will be talking to them next
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 I did receive a call and spoke with a man who identified himself as the General Manager of King's Toyota During the conversation the man did extend cancelling payment on a refund check he said was mailed and would again issue a check if the check was not received in the next couple of business days I honestly do not recall the man explaining a day hold policy of checks to assure the checks are cleared Joda Green, the salesman stated my check would be returned to me and the check was to simply hold the vehicle until a decision was made The final decision to purchase the vehicle was subject to my boyfriend's approval.As of the last mail delivery date no check has been received from King's Toyota I believe King's Toyota should issue a refund check, mail it with tracking with proof that the check has been mailed with the amount including prevailing interests rates King's Toyota has deprived me of my hard earned money.I have no faith in King's Toyota to do the right thing based on my experience with them This is why I reached out to the Revdex.com
Regards,
*** ***

CRM, Heather ***, 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