Haley Toyota of Richmond

Review: I purchased a new car 7/11/16 and was guaranteed that the scratches mainly on the trunk of the car would be prepared. The car would be detailed, and sealed by Commodore, I paid a pretty penny for. I have returned the car or it has been picked at my office and nothing has been done! It is still dirty, the scratches are still visible and no evidence of sealing! I have called my sales person, the manager NUMEROUS times , everyday since the purchase date 7/11/16 and here it is August 2 and nothing has been done. I leave for a trip Friday! Please help!Desired Settlement: Finish the job as agreed, weeks ago, this week before I leave for Florida on Friday, Aug 5th!

Business

Response:

we talked to Mrs. [redacted] today and this matter will be taken care of when she returns from her trip. Sorry for any inconvenience this might have caused Mrs. [redacted] thanks for brining it to my attention and have reviewed it our management staff.

Review: On 08/06/16, My husband and I along with our friend (who purchased [redacted] from Haley toyota couple of years ago) went to the Haley Toyota (of Midlothian) dealership to purchase a [redacted] car for us. Sales consultant (Roy R[redacted]) and Sales Manager (Julius S[redacted]) worked with us in finalizing the car deal for $36,500 out of the door price for a [redacted] (AWD, with navigation) car model. We test drove a "shoreline blue" vehicle with grey interior (VIN #: [redacted], STOCK #: [redacted]) that had about 100 miles on it when we drove. This was the car that was finalized as part of our purchase deal. We completed our credit application and the dealership ran the credit score for both of us. The sales team got the car detailed and wanted us to come along with them to get the gas filled-in. This is when we noticed they had pulled over a 'Creme Brulee Mica' car, and we were asked if the color-swap was okay, when we confirmed affirmatively with the 'Creme Brulee Mica' car. This is when cars got mixed up. The 'Creme Brulee Mica' car was a "Limited" model as against the Blue VIN #: [redacted] which we wanted was a [redacted] model. We were totally ignorant of this mix-up in trim-levels. The sales manager, Mr. George M[redacted], came screaming towards us calling the deal to be OFF all of a sudden. At this point, they had completed our credit application, ran our credit-score, and gotten all our details, when Mr. M[redacted] was literally counted out LOUD "10, 9, 8... until 0 seconds" and was forcing us to leave the dealership. Totally shocked with such offensive behavior, we were confused and politely asking them for their reasoning of calling this DEAL-OFF and making us leave, but none was ready to answer our queries. We never got to see the blue car that we test-drove, and they got all our estimate, deal and invoice papers from us so we are left with no proof other than the credit score that they ran(shows-up in our credit history)Desired Settlement: We would like to get the following

Correction to our credit reports (incomplete purchase),

Explanation of charges,

The reason why we never got to see the 'shoreline blue' XLE car that we test drove and the one we were signed-up for by the Sales manager, Julius S[redacted] This was the car that was part of the deal and we agreed to purchase, but Mr. George M[redacted]' appalling behavior put us to restless sleep for the past two days. Both my husband and I are post-graduates (MBA, MS completed) with a very good reputation and working in highlyesteemed industries. If they had they told us blue car' unavailability due to whatever reasons and they had committed a mistake in giving it for a test-drive, we would have totally understood. Afterall, "to err is human, and to forgive is divine". We were in total shock when Mr. [redacted] shouted/yelled at us giving a 10-second countdown for us to leave. This requires a written explanation from the dealership and about its action towards such dismay

Business

Response:

I was able to talk to Mrs. [redacted] yesterday on the phone where we agree that she was going to talk to her husband and call me back. At this point she has not returned my call we are willing to sell the blue highlander at the quote that we gave her on Saturday. Also I apologized to her for the way she said she was treated in the dealership. We don't condone that type of behavior under any circumstances and this is not the way we conduct business. Since our conversation I have addressed this with the sales manager in question, and all other managers at the store. Also I would like to send Mrs. [redacted] and her husband our sincere apologies and if they should need anything from us to please contact me. thanks

Review: Toyota lied to me and allowed fraud. Toyota called me on my cell phone while I was at work said his name, from Toyota and need me to provide or conformation my fathers information so they could complete my credit application for the [redacted]. I told them I was not purchasing a Toyota. I asked what # he was calling he gave me my cell. I told him that was my # and name but I wouldn't verify anything because it appears to be fraud and someone trying to buy car in my name. I told him I dealt with them for years check the system. The girl he said had recently moved here and her father was out of state it was odd she had the same name and phone # but said she did have a different address listed. I said possible she may have same # with different area code if she just move but very odd she's have same name and phone#. I didn't like it would come down if I needed to. He assured me he'd verify her phone# and info and note the system they would see 2 people with same name and to verify which one of us dealing with and assured me he called 1st one came up in system he'd got it straight wasn't an issue or anything to worry about.

Some months after I got call from Toyota asking about service and my new [redacted]. I was livid and went over this with the woman asked for a call back from a manager she assured me I'd get a call within 2 days I never did.

Today I get federal express envelope delivered to my home which include copies of Toyota sale contract, service agreement in the name of a man with [redacted] address and woman same 1st, last name with my address. Haley apparently lied and did not have a different address for her. They did not care to make notes in system do their due diligence to protect a long term customer from a fraudulent application. They obviously could care less as long as they made the sale. As far as I'm concerned this is as much fraud on Haley part as it was the girls they just did not care enough to stop it then or follow through.Desired Settlement: I want a written letter of confirmation that Toyota Dealership has corrected and separated the records for that other person from mine. It is straight in their system and they have contacted and confirmed with Toyota credit this loan is not being reported under my name, address, social or phone number to the credit bureau. I think they owe this to me since they processed a credit application with my address after I specifically told them before the transaction was completed sounded like fraud because the person who came there was not me and this address was not hers. I want to know what other agencies I can report this to.

Business

Response:

We have two customers buy the same name. The [redacted]that bought the car lives in Richmond, along with her father who lives in [redacted].[redacted] that bought the car, name was second on the loan. When we put hername in our CRM tool it switched the address to the [redacted] that is onthis complaint. We found out when we made the first service call and reached[redacted] that did not buy the car and fixed the problem in or CRM tool. We had tosend the paper work to [redacted] father in [redacted], when he sent it back to us welooked up [redacted] and sent it to the first [redacted] that came up. The second[redacted] was the address we needed, so we sent the paper work to the wrongaddress. So as you see we made a mistake sending it to the wrong address that’sall. Our clerk would have not known that there was two customers by the samename, sorry for our mistake. As you see there is no fraud, and we called Toyotato double check to make sure that the [redacted] in this complaint, information hadnever been sent to Toyota. There is no loan in the name of [redacted] thatlives on [redacted] road.Thanks[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[The loan contract has name address on it so the dealer comments are inaccurate. I can provide the Revdex.com the contract # and copy if needed. I want a written statement from dealer they contacted the finance company and had my address removed from the record. Full detailed and reply attached in separate letter. ]Regards,[redacted]

Business

Response:

Letter has been sent to the customer on 3/5/2015.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[The business indicated they sent a letter 3/5. Today is 3/12 and no letter has been received. ]Regards,[redacted]

Business

Response:

The business has [redacted] the letter to the customer confirming this has been taken care of.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Letter was received 3/17 water damaged which apparently caused delay. It was postmarked 3/6 however letter backdated 2/19 to date of business 1st response to complaint. I question why? I feel the content gives no assurance the dealer had my address removed from the record associated with this retail installent sale contract. I'm not confident this will not cause issues for me in future. I will give it further consideration however I have not accepted this as settled. ]Regards,[redacted]

Review: Haley had a [redacted] listed on their website as well as [redacted]: with cruise, pwr doors, locks etc. I called to confirm the options and vehicle with salesman and that the truck was still on the lot-he confirmed the data and truck was on the lot. When I arrived for a test drive-the vehicle I was directed to did not have pwr doors, cruise, pwr locks etc., it was a base model. The salesman was apologetic and offered a potential solution-no need to get into that. He did state the web pages would be corrected, as of 5 days later it has not been corrected, however price was lowered, so they obviously made changes, but not all that were needed. It certainly seems like a bait and switch tactic. I wasted hours with this dealer and not once did management approach me to give an apology or explanation.Desired Settlement: I would like to have this listed on the Companies file-if that is possible , have the issue corrected and for Haley to stop the unethical practices. No apology is necessary, after everything else that I went through with this dealer, I do not want any further contact.

Business

Response:

We use [redacted] to fill all options on all vehicles. At the bottom of each vehicle displayed before purchasing the vehcile, it is your responsibility to address any and all differences bwtween information on this website and the actual vehicle specifications and/or any warranties offered prior to the sale of the vehicle. Vehicle data on this website is compiled from publicly available source believed by the publisher to be reliable. Vehcle data is subject to change without notice. The publisher assumes no responibilty to errors and/or omissions in this data the compilation of this data and makes no represntations express or implied to any actual or propective purchaser of the vehicle as to the conditions of the vehicle, vehcile specification, ownership, vehicle history. Since we use [redacted] as a third party vender to decode all options on all vehicles and we dont manually input any options there is no way we can bate and switch as the customer states. As we are sorry for the inconvience to any customer we have reached out with an email and phone call with no reponse.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

So let me get this straight:

-the dealer post information on line.

The customer calls the salesman to verify the vehicle and options and it is confirmed

---yet the dealer is not responsible.

The dealer is also lying about reaching out to me to resolve the issue. Never received a phone call, not once did a manager meet me personally at the show room when the issue was brought to their attention and the only emails I received tried to sell me a different vehicle. [redacted]

Review: I tried contacting Haley Toyota of Midlothian starting 08/19 via phone. I left a voicemail for [redacted] in Finance with no response in regards to receiving a refund from an extended warranty, [redacted] insurance, and environmeental package warranty all purchased through Haley Toyota in Feb 2012. I sold the vehicle that was purchased through Haley with the above warranties and I want to receive prorated refunds. I also used Haley's website to send [redacted] and [redacted] messages on how to proceed to request my refund. After no response, I found Haley's fax number online and sent over all of the necessary paperwork to request my refund. I emailed the finance team to alert them I sent it via fax and requested someone to contact me. I didn't receive a response. I went into the dealership on 08/22/13 to inquire about my request for a refund. [redacted] came out into the lobby area of the dealership while chewing food and told me that my request was received and it was forwarded to their accounting department that day. I've since tried calling Haley Finance department to check on the status of the refunds, but I have been unsuccessful with getting any response. My last attempt was made via phone on 09/13/13 when the receptionist told me that finance was busy and I could leave a voicemail. I left a voicemail with [redacted] and asking about the status of my refund and requested a call back. I have not received a call back to date (09/19/13). Staff has totally be unresponsive and unprofessional.Desired Settlement: I would like to receive updated information on when my refunds will be processed since it has now been a month since the paperwork was supposedly forwarded to their accounting department. It would be nice to receive a phone call from the dealership with an apology and letting me know the status. In the future, the dealership needs to instill in staff that customer service is still important regardless of whether someone is coming into the dealership to purchase a car or to handle other transactions. When current and past customers leave voicemails, staff should promptly return them!

Business

Response:

After speaking with [redacted] from the company on 10/14/13 he stated the customer filed for a refund on 8/19/13 and was told it could take up to 45 to 60 days to receive her refund. A refund check in the amount of $[redacted] was given to the customer on 9/27/13.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received a pro-rated refund for the [redacted] insurance and extended service warranty; however, I did not receive a pro-rated refund for the aftermarket environmental package warranty. Initially, I paid $649.00 for this warranty in February 2013. I should be entitled to receive some of these funds back also. I would like a pro-rated refund on this warranty to resolve the remaining issue.

Regards,

Business

Response:

the aftermarket or pro pack is a hard add just like sunroofs or runing boards. we can not take off the product that is put on the cars, paint sealant, undercoating and seat protection, along with the labor it took to do the work. as always we work hard to please every customer and give excelent service, thanks for your understanding.

thanks

Review: Spoke with [redacted](salesman) in regards to the purchase of a vehicle. After test drive, proceeded to negotiate a price. We strongly advised [redacted], we wanted to deal only through a certain finance company and that we had already been approved through them. We developed a discrepancy with the desired payment within our range with our trade. At that time, [redacted] advised us that the next business day, he would proceed with speaking with the bank for a lower rate. During the next business day, we proceed to contact the finance company due to [redacted] advising us that the bank had not contacted them. During the conversation with [redacted], he advised us that co-signer would be necessary if we decided to leave out trade. We contacted the finance company that we requested and the advised us otherwise. Late that evening we proceeded to the dealership to inquire the status and help with the progress. We first spoke with [redacted](general sales manager), who directed us to [redacted](special finance manager). [redacted] approached us very rude to our inquiry. As we went to his office to verify information, he proceeded as if we were wasting his time and wanted the max amount we were approved for. At that time, we inquired about price negotiation as we had previously went over with [redacted]. He proceeded to throw papers at us and told us to buy the car elsewhere. As we were leaving he proceeded to taunt us with [redacted] that we wanted to negotiate a price. This was very unprofessional. We as potential customers were very distraught because all we were looking to do was purchase a car at a reasonable price.

Business

Response:

customer came in to purchase a [redacted] le trying to trade.his trade was not worth what they owed on the car so they took the trade out of the deal. they had pre approval from cap one bank they called [redacted] who told them they did not have to trade the car. they offered us 17,000 out the door price including taxes. the car had a invoice of 18,800 minus a 500 dollor rebate. they told us they could get this deal at [redacted] in maryland, we could not do the deal at that price they offered. the husband becme loud and abusive in the showroom while we were trying to do business as he was leaving. all becase we could not match his deal that he said they had in maryland.as far a rates go with the pre approval was from cap one,this was the banks rate which we had no contol over. we do have a right not to accept deals that we feel that dont make sence for us. im sorry for any incovience this might have caused the customer, how ever that does not excuse being rude to anybody. my GSM [redacted]r did all could do to accomodate the customer, but the offer was too low for us to take. we will honor our offer back to the customer of 17,000 plus all fees.

thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

I do not recommend this business to anyone. I have attempted to view cars there on more than one occassion and have been met with unprofessionalism every time. I recently was in an acute need for a new car so I gave the business another chance as they are not far form my home and knew I wanted a [redacted]. Disappoinment again-The salesmen are unprofessional and unorganized. The saleman repeatedly attempted to persuade me to take a different car other than the one I thought they had ordered for me. When I refused I was met with sly remarks. During my visit the sales man had a naked picture on his computer screen that my 7 year old child saw. I gave the organization one month to fix the problem without success. I finally cancelled the deal and went to [redacted] to purchase my new vehicle. What a difference between two dealerships. This organizaiton needs to loose their franchise they are so unprofessinal.

Review: On June 28th, 2013 I bought a 2013 [redacted] from Haley Toyota of Richmond. Upon purchase of the vehicle I was told of scratches on the vehicle that would be repaired. I brought the car back on Monday July 8th, 2013 to have the repairs done. On Friday July 12th, 2013 I received a call to come and pick the vehicle up. When I arrived I inspected the vehicle and immediately noticed that the hood of the car was painted without my permission and there was defects in the paint along the lip of the hood as well as trash through out the hood in the paint. I also noticed that the symbol of the car was never fixed that I previously informed the dealership of. The symbol had been waxed over during the initial purchase had turned white. I wanted the symbol to be repaired or fixed and this was also in the agreement when I brought the vehicle in on Monday July 8th, 2013. There was also multiple scratches through out the vehicle that were never repaired. I was told by [redacted] that the painted job was "Uncalled For". [redacted] then suggested for me to bring the car back yet another time. I then called to speak with the General Manager, [redacted], whom I spoke with and he suggested that I bring the vehicle back for him to inspect personally on Monday July 15th, 2013. When I arrived [redacted] inspected the vehicle and said that [redacted] nor the Body Shop there at Haley should have never returned the vehicle back to me in the condition it was in and that it needed to be redone. I informed [redacted] that I never authorized for the hood to be painted he stated that I signed for the vehicle to be repaired. In the initial agreement with [redacted], [redacted] stated I was signing the paper authorizing them to buff the scratches out. I again never gave Haley Toyota Of Richmond permission to paint or clear coat the hood of my brand new vehicle. The General Manager did not agree with what I agreed upon and stated that the car will never be perfect and that I could take my business else where.Desired Settlement: I would like to have the car completely detailed and a new hood placed on the car giving the car the standard original look that is given from the factory. I would also like to be refunded for the time, money and gas that I have wasted traveling back and forth from the dealership to have the car repaired in the last two weeks. I have only had the vehicle in my possession for one week since June 28th, 2013. The dealership has had my vehicle the remainder of the time repairing it.

Business

Response:

After speaking with [redacted] he stated repairs were made and customer is satisfied.

Review: We were shopping for a car on the net and were contacted by a sales rep name [redacted]. We went to the dealer and saw a car that we liked. He said sale price for the car is $21,490 with all fees .

We originally wanted to use our home equity line of credit but Mr [redacted] convinced us of getting the car loan from them , and he sold us a few more services. So we got the car on 4/28/2015. We were happy with the purchase. We got home and found in the papers that the sale price of the car was $ 28000 . We got panic , called the left a message , sent a fax and an email to Mr [redacted] that there is a mistake in the price , we wanted him to hold every thing and call us.

He never did contact us.

Went back on the 4/30 asked to meet a manager. We got MR. [redacted]. He said you signed it. We said does it mean that if we wanted to pay for the can in cash right we would pay 28 thousand and not the 23 thousand we talked about. He said yah,, you signed it. When my husband got angry and said( this is a rip off , I will sue you). Mr [redacted]said you said you will sue us, I will call the police on you , I will ruin your credit and tow the car under your cost. We told him we done nothing wrong go ahead call the police. Then he did pick up the phone and called the police right in front of us saying that we are making problems in the show room. When two police men came and saw us inside the office where he left us. Mr [redacted] disappeared . the two police men tried to help us to figure out what the contract said and advised us to take the mater with the Revdex.com and the head office for Toyota.

Mr [redacted] contacted us that afternoon. told my husband that he will see what he can do, advised us to wait till Monday to cool off a bit since my husband was so angry of the treatment we got from them. This is no way you treat someone who bought something for $25000 from you. The meeting Monday was a mess. We are very displease with the way we were treated .Desired Settlement: Collect the complains for this business because we are getting a lawyer and he wants to get more people with similar issues from the same business.

Business

Response:

Mr. and Mrs. [redacted] purchased a vehicle. Customer returned 2 days later feeling they had 3 days to return vehicle, which is not applicable to vehicle purchases. Customer became irrate in the showroom and was taken to a side office to discuss purchase and concerns. Customer became increasingly irrate and verbally abusive to staff. Customer threw keys at sales manager. Sales manager asked customer to leave, customer refused. Sales manager again requested customer to leave or authorities would need to be called. Customer told sales manager to call authorities. Authorities arrived and attempted to calm the situation.Customer returned to dealer 5-11-15, met with finance department and requested cancellation of additional products purchased with vehicle. $$ amount of cancelled products = $3600.00. Refund is in process and check will be issued to the bank to lower the amount financed.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I applied for a lease through Toyota Financial on January 14th 2016 and selected Haley Toyota as the local dealer. I was then asked to send all sorts of information, such as pay stubs, income statements and more personal information that was already included in the initial credit Application online. Before providing this information, we decided to go with a different Vehicle than we initially selected online through the application because of a price difference. When I inquired about the unusual requests for redundant information I was told that when the dealer receives the application from Toyota, they are only provided with SS#, Name and Contact Info and that the rest needs to be filled in by the dealer. Our Credit Reports showed 3 "hard inquiries" made by Toyota and Haley on each Experian and Equifax and 2 "hard Inquires" on Transunion. Two of these are shown on 1/14 and then another on 1/18. I immediately called and emailed requesting an explanation of the results and was contacted by Jose [redacted], Internet Sales Manager. He gave me a verbal runaround (the reason why I try and do all inquires via email) as sales people do and convinced me that every time someone goes through Toyota, you get 2 "hard inquiries" on your credit. I got off the phone and researched some more, emailed Jose again and demanded for them to remove the numerous inquiries because as a result of those numerous inquires, my Equifax Score dropped over 50 Points. Literally nothing else has changed on my reports and the only variable was these multiple inquiries. The response I then got was that "you changed vehicles" so every time you change vehicles we hit your credit again and that because we asked them to change the vehicle to another model, we authorized them to run credit again.Desired Settlement: I demand that all but one inquiry be removed from the credit reports

Business

Response:

There were three inquiries made on the [redacted] credit. the first one was made by them contacting Toyota and submitting a credit application on line at the natoinal level who made a inquire on their cedit. Then the application was forwarded to us where contact was made on line with the customer. After many emails that we have on file, the customer switched vehicles and wanted us to submit a 36 month 36k mile lease back to Toyota. This is when we pulled the second inquire, before we sent it to Toyota or any financial institution this is our normal process. The third inquire came when we sent the application for approval at Toyota financial at our local regional level here in richmond. Which is totally diffrent place where they had reached out to on line with Toyota. Unfortunately we can not resolve their request because the only company that can remove inquiries is the credit reporting agencies. We would love to help the [redacted] but we are not able to. The reason for this is we would have to write a letter to Equifax stating that we submitted their application in error, which is not true. Here at Haley Toyota we take our customer very seriously and try to do our very best for all customers. In this case when we were asked to secure a lease for the [redacted] we did so with the fewest amout of inquires as possible which is two. The other inquiry came from the contact that was made form them and Toyota.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The single and only time our credit was authorized to run was when we filled out the credit application online with Toyota. Any further inquiries were made without our permission and in error. At no point was it presented to us that multiple credit inquires would be made and this is proven by their own statements in response to this complaint. Again, AT NO POINT WERE WE TOLD about further inquiries. Running credit without express permission is a federal crime and should be taken seriously by Haley Toyota. Further actions will be taken until resolved. The credit reporting agencies will not remove unless the company who requested it removes them.

Regards,

Review: On October 10th my fiance' and I arrived at the service department for a routine service. There was a repair special on a timing belt $399.99. It was recommended that I change the water pump as well and I agreed which increased my total to approximately $700.00. I received a call later in the evening to contact the service department about an additional problem, by the time I noticed the call the service department was closed. My fiance and I went in to the service department the next morning, October 11th, and was told that a screw housing was stripped and now the engine has to be torn down for the repairs to be done. The total price now is $3076.59.

I asked that everyone involved get together to discuss my vehicle. I have spoken with everyone except for the customer relations representative who was not in and I was told she might be in on Monday. [redacted], who says he is also the owner offered to take a third off to total $600.00. I stated to him that's not a third of anything I was quoted, so I'm unsure how he got that figure. He also stated that another mechanic "probably" damaged my screw housing. Haley [redacted]'s mechanic stripped my screw housing and I'm being told to pay over four times the original agreed price.Desired Settlement: I agree to pay the original quote of $700.00, but not the additional charges that are being added due to the mechanics negligance and damages.

I want my vehicle returned to the working condition I dropped it off in.

Business

Response:

Response - [redacted] complaint.

Customer came in to have service completed on vehicle. In order to complete service, the bolt that holds the pulley for the timing belt needed to be removed. While backing out the bolt,

the threads inside the aluminum housing came out with the bolt. This would have occurred at any service repair requiring removal or facility, due to the corrosion of steel inside the aluminum metal housing, due to age and mileage of approximately 192000 on the vehicle. Unfortunately due to no fault of our service performed, the threads came out and require repairs to correct.

When [redacted] met with me at the dealership, I felt for her situation and offered a good will discount of $600 off the repair to keep her a happy customer. She declined and wanted to pay the $700 for the initial repairs only, which was unacceptable, as the repairs needed are at no fault of the service performed.

At this time, we feel our good will gesture is sufficient to try to assist the customer in an unfortunate situation. We are unable to offer any further assistance.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This vehicle was bought in for routine maintenance only on October 10th. There is lengthy history of documented maintenance through [redacted]. We received an oil change within the past 60 days and were not recommended to have any work done due to the pristine condition of our vehicle. There was never a mention of rust until the response to this Revdex.com complaint. Initially everything was in reference to a screw being improperly torqued.

I am willing to further negotiate and pay half of the $3076.59 quote for total of $1538.30. This is more than double my original agreement on October 10th. This would be a good faith gesture on behalf of [redacted], due to the possibility that the [redacted] mechanic was at fault. I ask that the work be warranteed and I receive the old parts that are replaced to ensure the work is completed.

Upon this agreement I will seek no further actions. This process has been very stressful for the loyal owners of 3 [redacted].

Regards,