Hanover Toyota

Hello, Our service manager called the customer and we replaced the a/c condensor as a customer goodwill at no charge to the customer [redacted]

Hello,
Toyota had initiated a voluntary customer support program to inspect the frame on certain Toyota vehicles which the customers vehicle was involvedThe letter from Totyota was sent out at the beginning of the year and stated that it would end at the end of July
The
customer states that we scheduled them a month and a half out beyond the end date for the programWe would not as we typically schedule within one week and we have done many of the inspections and were well aware of the end dateThe service manager called and offered to do the inspection as a courtesy however we could not change the parameters of the program as it was from ToyotaThe customer declined our offer to inspect the vehicle and we provided them with the customer experience center to contact the manufacturer
sincerely,
*** ***

[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.]
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]

Hello,
 Our service manager called the customer and we replaced the a/c condensor as a customer goodwill at no charge to the...

customer.
 
                                        ...⇄ [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Their response is not truthful and is worded to make them sound like they tried to provide good customer service.  WHEN IN FACT, THEY DID NOT - since we called the end of June to make an appointment for this warranty work.  I'm sure their records show when the appointment was made, if they are able to be truthful about it.  Their employee picked the date not us.  Let's assume for a moment that we called and asked for that date (WHICH IS NOT THE CASE) - why would they allow the appointment to even be scheduled.  Paula called and talked to an employee that said they are so busy that is how long they are scheduling these appointments and that it didn't matter the date was after the 7/31/14 date as long as the appointment was scheduled before.  Their employees words not ours.  Miraculously this employee (who made the appointment) is no longer employed there.  Probably for good reason because obviously he did a pretty crappy job of scheduling this.  Why would they then wait until after the 7/31/14 date to call and tell us the appointment (that was schedule for a month and a half) would not qualify.   Holy cow, it was the entire reason the appointment was made in the first place.  In their words they "TYPICALLY" schedule within a week.  OK!  The fact is, their employee picked the date not us.  They in their own words admit the appointment was on their books.  Who put it there?  Not us.  Someone clearly made the appointment.  Why allow us to make an appointment for the warranty work after the deadline date if it is not covered.
They then state that they offered to inspect the vehicle it just wouldn't be covered, after basically calling my wife a liar.  They did not provide us with any customer service center information other than to simply tell my wife we would have to take it up with Toyota (manufacturer).
I understand their response is not going to be one that makes themselves look bad but it is far from a truthful account of the facts that transpired.
Look at my history.  I've never filed a complaint like this before because it is not in my nature.  I just felt that this was horrendous customer service and someone should be notified.  So that someone looking to do business with them in the future would think twice and go to a more honorable place of business. 
Do I expect anything to come from this.  No.  But the fact of the matter is that they (their former employee) scheduled this warranty work and now it is not covered.  Period!
As I mentioned in my first email.  We were not the only ones who this happened to.  My wife was told on the phone that we were one of 2 appointments for this same work that was scheduled beyond the date.Regards,[redacted]

Review: I got a recall on my Toyota [redacted] for work to be done and was told to call my local Toyota Dealer to have it done. While I had it there I asked them to look at my brakes. They did all this found many things wrong charged me $360 and gave it back 2 days later. The next day it was really hot and I put the air conditioning on and it blew hot air. I had the AC on when I took the truck in and it was working fine. I called them first thing Monday 6/9/14 morning and they told me this happens all the time I need to bring it back in and I asked what that will cost and he tells me since they have no idea what it is it will be $175 to look at it. I do no understand why I am having to pay them when it worked fine and now it doesn't. Plus he said it happens all the time that tells me they are doing something to get you back in.Desired Settlement: I would like my air conditioning to work the same way it did the day I drove it in for it's recall service.

Business

Response:

Hello,

Our service manager called the customer and we replaced the a/c condensor as a customer goodwill at no charge to the customer.

[redacted]

Consumer

Response:

[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.]

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,

Review: We received a letter informing us of a recall issue with our Toyota [redacted]. The recall had to do with the undercarriage recall problem. We purchased it used from Hanover Toyota. Paula called back in the end of June to schedule the appointment to handle the recall. This was the only purpose for her calling. They scheduled the appointment for 9/15/14. She asked if that was a problem due to the date on the letter saying by 7/31/14. He said it was not a problem since the call and appointment was made beforehand. OK!

Hanover Toyota called this week (first week of September) to tell us that we were one of 2 people that had scheduled appointments for the recall that they will not honor because it is after 7/31/14. We asked why would their service guy tell us otherwise and schedule after if it is a problem? And why would they schedule the appointment in the first place? And why wait until now after the due date to call and tell us. They said the employee who made the appointment is no longer there. He was probably let go for not doing a good job and screwing things like this up (I don't know). Basically, they said that my wife was a "liar" by saying that they could not confirm what she was telling them. They can certainly confirm when the appointment was made. We certainly wouldn't pick the date. The whole point was to take care of the recall.Desired Settlement: Complete the recall work that is supposed to be done. Or better yet pay to have it done somewhere else because I really don't want to deal with them ever again.

Business

Response:

Hello,

Toyota had initiated a voluntary customer support program to inspect the frame on certain Toyota vehicles which the customers vehicle was involved. The letter from Totyota was sent out at the beginning of the year and stated that it would end at the end of July.

The customer states that we scheduled them a month and a half out beyond the end date for the program. We would not as we typically schedule within one week and we have done many of the inspections and were well aware of the end date. The service manager called and offered to do the inspection as a courtesy however we could not change the parameters of the program as it was from Toyota. The customer declined our offer to inspect the vehicle and we provided them with the customer experience center to contact the manufacturer.

sincerely,

[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

Their response is not truthful and is worded to make them sound like they tried to provide good customer service. WHEN IN FACT, THEY DID NOT - since we called the end of June to make an appointment for this warranty work. I'm sure their records show when the appointment was made, if they are able to be truthful about it. Their employee picked the date not us. Let's assume for a moment that we called and asked for that date (WHICH IS NOT THE CASE) - why would they allow the appointment to even be scheduled. Paula called and talked to an employee that said they are so busy that is how long they are scheduling these appointments and that it didn't matter the date was after the 7/31/14 date as long as the appointment was scheduled before. Their employees words not ours. Miraculously this employee (who made the appointment) is no longer employed there. Probably for good reason because obviously he did a pretty crappy job of scheduling this. Why would they then wait until after the 7/31/14 date to call and tell us the appointment (that was schedule for a month and a half) would not qualify. Holy cow, it was the entire reason the appointment was made in the first place. In their words they "TYPICALLY" schedule within a week. OK! The fact is, their employee picked the date not us. They in their own words admit the appointment was on their books. Who put it there? Not us. Someone clearly made the appointment. Why allow us to make an appointment for the warranty work after the deadline date if it is not covered.

They then state that they offered to inspect the vehicle it just wouldn't be covered, after basically calling my wife a liar. They did not provide us with any customer service center information other than to simply tell my wife we would have to take it up with Toyota (manufacturer).

I understand their response is not going to be one that makes themselves look bad but it is far from a truthful account of the facts that transpired.

Look at my history. I've never filed a complaint like this before because it is not in my nature. I just felt that this was horrendous customer service and someone should be notified. So that someone looking to do business with them in the future would think twice and go to a more honorable place of business.

Do I expect anything to come from this. No. But the fact of the matter is that they (their former employee) scheduled this warranty work and now it is not covered. Period!

As I mentioned in my first email. We were not the only ones who this happened to. My wife was told on the phone that we were one of 2 appointments for this same work that was scheduled beyond the date.Regards,[redacted]