Gutierrez Garage Doors, LLC

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.You obviously will not do the right ethical thing and replace the tiresSteve was fully aware of the uneven wear on the tires and told me you would fix it if it got worstObviously your word means nothing and hence the term "used car salesman"This is exactly where this comes fromThere is also no way to get that much wear in such a short period of time, proving that Toyota Kings was aware of it and neglected to fix it because it is not on the "certified" checklist I am glad that you acknowledge the alignment was out, but you would have to because I have the paperwork to prove it.
Regards,
*** ***

[redacted], sales associate, and I discussed yesterday and reached out to customer via email, text and left a vm message concerning these issues. Customer responded to [redacted] late evening that she had received paperwork and all concerns as stated had been resolved. Response was done via text messaging...

which [redacted] shared with me this morning, allowing me to close out this case. If there is anything else that should be addressed for this customer, please let me know.Regards,[redacted]Customer Relations ManagerKings Toyota Scion

[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]

Let me know if there is anything else I can do...

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 windows. I 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 on. I will continue to try and contact customer to make the above referenced offer. If 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 number. Regards,[redacted]Customer Relations ManagerKings Toyota Scion[redacted]

Before processing the complaint, we need you to provide some additional information.  Please respond to the following points: 1. Provide copy of Extended Warranty.2. Provide copy for Technical Service Bulletin, if you have one.3. Provide a copy of the repair bill for repair work performed as...

described in your Desired Resolution.   I am attaching documents to respond to this query. 1. Note: I never received a print notice of the extended warranty; the letter provided here was found online. I do not know why I did not receive this information from Toyota, although it may have not been sent to my Ohio address after moving from Indiana. 2. The attached document noting the TSB is available online. 3. After towing my car to King's Toyota on 9/25, I requested they evaluate what caused the engine to fail. They are asking me to authorize $1,300 in labor to tear down the engine. I do not believe I should agree to this costs as they did not properly diagnose my car and the engine failed during an oil consumption test that they recommended. I have not paid any additional costs at this time, but I have lost the value of my car (as explained in my complaint) between the date I brought it in for service and they initiated the oil consumption test and the date the engine failed during that testing period. The blue book value on my model of car (2007 Camry) in Fair condition with a working engine but in need of engine repair is listed as $5,000 - $7,000. That would have been the value of my car when I took it in for service on 9/23/16. After the engine failed, the car's value is less than $500 for salvage unless it is repaired. I believe they should take responsibility for repairing the engine or compensate me for the lost value of the car given the fact that they did not properly diagnose the car and the engine subsequently failed while I was driving the car to complete an oil consumption test that they recommended.  This Toyota website also documents the engine problem, the warranty information, and the TSB: http://www.toyoheadquarters.com/threads/excessive-oil-consumption-on-2az-fe-engi...⇄  Thank you, [redacted]

I do understand your frustration with the vehicle breaking down only a few days after your purchase. I can assure you that Kings Toyota does take the safety of all of the vehicles we sell seriously. I 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 10 year old vehicle with over 170K miles. I have attached the agreement signed at the time of purchase indicating the vehicle did not have a warranty. Rob S.General ManagerKings Toyota

I am sorry to hear that the Rav 4 you purchased a year ago had a transmission problem. We 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 road. The Toyota Technicians follow a repair diagram whenever a vehicle is...

malfunctioning. It is very possible the ECM was bad along with the transmission. To properly repair, the diagram states to replace the ECM first. Kings Toyota has been paid and if you put the payment on a credit card you will need to pay them payments. I do not see a responsibility to pay your payments or the repair bill that you authorized. Rob S[redacted]General managerKings Toyota

The customer has agreed to a $230 refund from Kings Toyota. The refund was credited on their AMX card on July 1,2016. We appreciate their business.

Thanks for the follow up.Kings did not address the fact that their sales rep Bruce Ihle indicated to me that the entire amount was taken care of by their leasing manager.Also, as far as the damage inspection, I was not present for the inspection and essentially lost control of the car between them having the car and the inspection occurring at a later date. So I would question the validity of the damages.So in short, they did address the contract, but when a representative of their company makes a statement that the amount was taken care of and in reality I was not told the truth on that issue, I would think there would be some responsibility taken by the dealership.Also, I left numerous messages for Bruce Ihle with no response, emailed Bruce and his boss and again no response.  For a customer who had used Kings exclusively, I find this a bit disturbing.If the dealership would like to call me they can.[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 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 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

We have been in contact with this customer and have come to an agreeable deal on a different vehicle. The transaction should be completed soon. rob 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 below. The 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 examination. I did not refuse other diagnostics; I was told this was the only thing to do because of the TSB on my engine. I was not offered any other opportunity to discuss possible problems with my engine. I 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 bad. Their 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 control. This suggests to me that they either do not keep accurate records, or they are intentionally misleading the Revdex.com in discussions of this [redacted]er. Either way, this calls into question the accuracy of their records regarding the current [redacted]er. The 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 vehicle. I do not accept their response. I am not interested in trading the car in for another car. I believe they have behaved negligently and are avoiding their responsibility for being negligent. I do not wish to trade the car in for another Toyota. As a consumer, I would not do future business with them given their lack of ethical and responsible behavior in this [redacted]
Regards,
[redacted]

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 vehicle. This is an unfortunate situation but this is why both parties have insurance. It's up to the insurance companies to determine who is at fault. The insurance companies are working that out at this time.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Now this is just getting out of hand.  There was an engine noise and you
ignored that I stated that in my first complaint and in my email to you. 
We were assured that noise was because it was a hybrid engine and they are
louder and make different noises by your sales rep Josh A[redacted].  So you
knew about it!  It was known at the time of purchase and we were lead to
believe it was simply the way the car worked. 
You say you properly inspected the car but we don’t believe it.  You say that is the only indication and I
have told you that was an issue that was going on with the car when it was
sold.  You have chosen to look that over
and ignore what I have said.   
 
There is risk but this
is why we went through a dealership and not a private seller.  The risk should be minimal but we were proven
wrong.  The car should have been inspected
fully prior to us buying it.  We spent a lot
of money on a used car and then not even two months later had to put a lot more
into it.  One would think the dealership
sales men, service men, managers, and even the general manager would show and
provide good customer service.  You are
continuing to do the opposite of that.  Instead
you again are passing blame on others. 
No one has showed an ounce of concern for what we have been
through. 
 
The timeline you speak
of is as follows: 
 
January 19th car
towed to king’s Toyota and determined engine is shot.  Will need to
replace, found engine in Kentucky that will work to put in.  Cost TDB and
coverage of warranty TBD.  We were to decide what to do.  Put motor
in or eat the whole cost of the car
January 22nd spoke
with Norm in the early AM to proceed with motor replacement. 
January 23rd found
root of problem and notified warranty company.  Told they would be out in
2-3 days.  Max Norm has seen is one day and still expected to be done
by Friday.  Even on the bill it says
1-2 days for adjuster to come out.   
January 26th Told
the warranty company just showed up and they were there and will make their
decision hopefully soon, but it was a Friday afternoon. 
I called and
complained to the warranty company that it took them so long and they owned up
to that and they apologized. 
January 29th told
the warranty company gave the go ahead and that they would cover 50%. 
Also was told that they just ordered the motor and it should be here by Wednesday and
the car should be done by the end of the week at the latest. 
February 2nd talked
with Norm because we had not gotten an update.  Car motor didn’t make it
to the dealership until Thursday.  They were working on putting it
together.  He said Monday it should be done! 
February 5th we
were told it was taking a lot longer than they ever anticipated mid-week we
should be done.
February 7th Hybrid
battery not talking with new motor.  Sent to [redacted] dealership to
reset.  While there they found a recall, which when we purchased the
vehicle we were told that it was to late to repair but that’s okay its done and
we appreciate that, even though we know nothing of what recall was
repaired.  Norm still wants to put 40-50
miles on new motor to make sure everything is okay.  Said it would be
done Friday
February 9th we
finally received word that the car was ready. 
I know the repair
timeline without even looking at your attachment I know it because it was a
ridiculous amount of time.  And when talking to Norm, the service guy that
I talked to almost on a daily basis for 3 weeks, the first time I was told it
would be ready by the end of the week!  That’s a big difference of you
having my car for 7 days versus 21.  So I
know the timeline like the back of my hand because I lived through it.  I think if you wanted to truly go over it us
you would have responded to my first email reaching out to you.
Regards,
[redacted]

Customer relations manager, [redacted], has reached out to customer with both an apology and confirmation that Kings Toyota would be refunding  the $78.29 Mr. [redacted] spent to  have his vehicle realigned at a different service location. Mr. [redacted] graciously accepted both the apology...

and the offer of the refund. CRM told customer he should expect a check sometime within the next 5 to 7 working days. Should he not receive it within that timeframe, he is to call Ms. Chattos direct.Regards,[redacted]Customer Relations ManagerKings Toyota Scion

The Service Adviser states that the customer did not mention anything about the engine other than the oil consumption test. The customer's repair order confirms what the service adviser is stating. Her second complaint when she dropped the vehicle off was about the drives rear window. She refused to pay diagnostic fees for this issue and stated we fixed the window three years ago on a recall therefore it was our problem. The service adviser stated that she wasn't willing to spend any money what so ever and that if she stated that the tail pipe was smoking or had other issues he would of definitely ask for diagnostic time to check over the vehicle other than the oil consumption test. To review the only other time the customer was at Kings Toyota was in August 2014 for a window recall. This customer is not entitled to any compensation. We ask that her Camry be removed from Kings Toyota property or we will need to start collecting storage fees. The Service Manager has spend many hours trying to assist this customer.Kings Toyota would be willing to assist the customer with a more that fair trade in of her vehicle or repair her vehicle at her expense.

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 complete. We 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 call. Richard 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.