I-10 Toyota

Good afternoon [redacted] , I looked into customer concern and time line is as follows: Vehicle originally dropped of on September which was a Saturday, for diagnosis and found problem with combination meter, we were unable to call her AUL, her Extended Warranty, due to bad telephone number or number change of warranty company, after research found correct telnumber and contacted warranty, obtained authorization for combo meter, couldn't order parts until vehicle was back at dealer for repairs On 10/2/vehicle came back in and we ordered combo meter which took approx days to arrive.After part installed found multi display unit faulty also,AUL was notified on 10/and they sent out an inspector to verify failure After inspector verified failure they ordered the multi display unit Vehicle was ready days later and customer picked up few days laterOn this 3rd visit 11/2/17, vehicle came in with faulty combo meter, tried to contact AUL, after a few days of phone tag they referred us to Meridian for a part warranty claim, parts ordered on 11/9/and received display unit late the next day, unit installed on 11/14/and customer contacted when vehicle was ready for pick up Customer picked up on 11/15/ New floor mats ordered and customer will be notified when floor mats arrive If you need any further assistance contact me via phone or email Respectfully, [redacted] I-Toyota Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12689324, and find that this resolution is satisfactory to me

Good Morning Miriam, I have received the letter regarding Nicholas Louris concern about the last service visit on repair order on 03/16/After pulling the documentation and meeting with the technician to see if tech was using proper service tool to measure brake pad lining, we came to
the conclusion he was equipped with the proper tool to measure brake liningsAs far as Brake fluid service was due to preventive maintenance time and mileage. Had a meeting with the technician to make sure these mistakes do not happen again and to not sacrifice the quality of the Multi point Inspection for speed, to avoid these types of mistakesI will be refunding the amount of $to Nicholas Louris via mail. Respectfully, Robert Dumas Service Manager I-Toyota Service Department

I am responsding to case # *** ***.I have spoken with customer a few times nowApologized and told her the Finance Mgrno longer works here so I do not know what happenedBut we have cancelled her polices that she wanted to have cancelled. We also calculated the
difference she paid extra on interest and are refunding her that money plusWe have an appointment with Marisol next week to bring her car in so we can repair her scratchI also looked into the grad program and she did not qualify for this due to the terms of the vehicle she bought. I will be giving her copies of all these forms when she arrives next week

Initial Business Response /* (1000, 5, 2016/06/10) */
Customer requested they no longer received any advertising from usWe send information from several sourcesThere email has been removed and files have been documented so that they will no longer receive advertisements
Initial Consumer
Rebuttal /* (3000, 7, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response offers no apology nor any sort of compensation, even though it was not requestedWould have been niceCustomers aren't always right but this response speaks for itself

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: *** *** General Man
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@i-10toyota.com
There was no deliberate indifferenceThe vehicle was brought in on two separate instances for a "jerking" motion
The technician could not duplicate the problemWe then asked *** *** to go on a test drive to find out exactly what problem he was referring toOnce he identified the problem the vehicle was repaired under warranty with no charge to the customerIn reference to the brakes, Mr *** brought the vehicle in for a squeaking noiseBrake dust accumulates on pads and rotors over time due to the removal of asbestos from pads several years agoThe brakes were cleaned and adjustedThree months later he brought it back for the same noiseIt was discovered at that time that the rotors had become glazedThe vehicle had XXXXX miles, which is about the time a vehicle should have the brakes replacedWe suggested that he complete the suggested work and he agreedBrakes are a wear and tear item on any vehicleThere were no safety issues, just a squeaking noise that was resolved with the new brake pads and resurfaced rotorsOver time the squeaking will reoccur due to brake dust but can be cleaned and adjusted if the customer request that service
Initial Consumer Rebuttal /* (3000, 7, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In regard to motor mountsSecond request of jerking repair states on dealership receipt to test drive with customerTest drive was never requested of me and problem was ignoredOnly third time test drive with customers men was performed and problem addressed
In regards to the brakes, second request was made to make some kind of repair to brakesDealership ignored request overall and did not even make a written acknowledgement in order to avoid and/or maximize the problemThird time replacement of all brakes had to be doneDue to the incompetency and neglect by dealershipVehicle has been driven for XXXXX miles without any squealing and when it was addressed by a cleaningAfter supposed cleaning squealing did not stop and yet dealership neglected to do something about itThe season vehicle again was taken to dealership is obey due to planned long distance fimily trip in that vehicleBecause dealership advised us nothing to worry about vehicle wasn't brought back in again right away

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12085449, and find that this resolution is satisfactory to meI have received the check

Initial Business Response /* (1000, 5, 2016/04/30) */
While I am very surprised by this complaint, I am really disturbed that after believing that this issue had been resolved, accusations such as "scare tactics" are now being thrown around. This establishment has a zero tolerance policy when it...

comes to these type of "tactics" and will continue to not tolerate anyone being scared into a sale. In the four conversations with her husband, plus the initial email submission by Mrs. [redacted] herself, this never once had been brought up. We have called the facility that damaged the oil pan of her vehicle on several different days, never receiving any return of communication or assistance. We demonstrated to her husband that the repair was necessary and that the price paid was below the standard Service Pricing Guide for said repair. Upon his leaving the dealership on the last visit, he even expressed gratitude for taking the time to see this through and insisted that "he didn't mind paying for a repair if it was needed" and that we had demonstrated that the repair was in fact needed and had been successful. We still continued to follow up with the manager at the Ramona Tire that had damaged their vehicle and believed that we were assisting a first time customer in resolving a conflict with an outside company so that they would not have to remember the technical terminology or go back and forth. We continue to remain open to any assistance that Mr. and Mrs. [redacted] may need in this unfortunate situation in hopes that they may feel closure on this matter. Please feel free to reassure them that we will be more than willing to work with them in the resolution process, only asking that we may communicate together in a way that is clear as to what the end goal desired is for all parties. I-10 Toyota strives for customer satisfaction and will continue to be a company of integrity that prides itself on being awarded numerous awards for Service Excellence and Customer Retention. We look forward to hearing from the [redacted] household and offering our further assistance to them.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were NOT satified with the "resolution" of this complaint. No matter what this dealer says they still scared me into a high priced repair that wan't necessary. The fact that my husband left after getting "the explanation" that the pressure from the engine would blow out the oil plug causing considerable damage to my car shows he was just frustrated and felt helpless. [redacted] lied to me also when he offered a rental car for free and then proceeded to try to charge me $70 for it. Also on the service report it states that the oil pan threads were stripped and that was the reason for all the repairs. They are NOT stripped and they are covering their behinds by saying it is. We have the pan and it tightens just fine. Needless to say we will never buy a car from this dealer or have service there again. Nor will any of our neighbors in sun City. There are MANY horror stories about price gouging. Too bad it' all about money and not customer satisfaction.
Final Consumer Response /* (4200, 11, 2016/05/09) */
I have an addition to my response to Toyota sent a few days ago. First of all the [redacted] tire manager has NEVER spoken to toyotal service manager although he has called and left messages. Second, we have taken the "damaged" oil pan and service receipts to two different master mechanics and both said that the claim by toyota that the oil plug would fall out was untrue. AND that the amount of money they charged us was obscene. They could have done it for $50. Also, the service person asked me if I wanted to take the shuttle home or have a rental car. I said, "a rental car for no charge? And he said "YES" with a straight face and then added $70 to the bill whcih I found and he removed. So much for honesty. So, if he lied about that what would stop him from lying abut the repair.
Final Business Response /* (4000, 13, 2016/05/19) */
Understanding that every person can, and will, perceive events in a way that may differ than how other perceive the same event, we try to not take this as a personal attack but as a consumer that is frustrated and needs to be heard. That is why we still would still like to offer either or both Mr. and Mrs. [redacted] the opportunity to discuss this situation with our Customer Relations Manager. Usually communication has a way of helping a solution to be found. If setting up this type of a sit down is found acceptable, please feel free to let us know. Thank you for your time and consideration.

Ms. Miriam Carmona,I have reviewed the customers complaint and I apologize that they have been put in this position.  The tire protection they purchased covers tires that are damaged and will not hold air, so the problem with his tires was more a defect in manufacturing.  We contacted...

their tire warranty and they declined coverage, due to condition of tires, they didn't see or qualify this condition as road hazard and tires were holding air.  We contacted tire manufacturer and they requested we send the tires for inspection and evaluation of possible defects, but requested that customer pay for tire replacement and they would reimburse the customer when evaluation was complete as long as the evaluation determined tires were defective, but the customer could not afford to pay for them up front.  They approved for us to remove the tires for the evaluation by the manufacturer Toyo and Dealer Tire Warranty Distribution Center.  We open a claim on 1/3/2018 and just received approval on 2/16/2018 for the replacement of the 3 tires.  We will notify customer today so they can pick up their vehicle.  Unfortunately the tire protection plan the purchased does not cover defects in manufacturing, the first tire replaced was covered because it had side wall damage and would not hold air, no pictures were requested due to it being only one tire being replaced.  If I can be of further assistance please feel free to contact me.Respectfully,[redacted]Service Manager I-10 Toyota

Good afternoon [redacted], I looked into customer concern and time line is as follows: Vehicle originally dropped of on September 9 which was a Saturday, for diagnosis and found problem with combination meter, we were unable to call her AUL, her Extended Warranty, due to bad telephone number or number...

change of  warranty company, after research found correct tel. number and contacted warranty, obtained authorization for combo meter, couldn't order parts until vehicle was back at dealer for repairs.  On 10/2/2017 vehicle came back in and we ordered combo meter which took approx.  4 days to arrive.After part installed found multi display unit faulty also,AUL was notified on 10/10 and they sent out an  inspector to verify failure.  After inspector verified failure they ordered the multi display unit.  Vehicle was ready 2 days later and customer picked up few days later. On this 3rd visit 11/2/17, vehicle came in with faulty combo meter,  tried to contact AUL, after a few days of phone tag they  referred us to Meridian for a part warranty claim, parts ordered on 11/9/17 and received display unit  late the next day, unit installed on 11/14/17 and customer contacted when vehicle was ready for pick up.  Customer picked up on 11/15/17.  New floor mats ordered and customer will be notified when floor mats arrive.  If you need any further assistance contact me via phone or email.   Respectfully,     [redacted] I-10 Toyota Service Manager

Initial Business Response /* (1000, 5, 2016/05/04) */
already refunded customer due to miss diagnosis on vehicle.
Respectfully,
[redacted]
Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/05/04) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Last week I was contacted by the public relations person at I-10 Toyota and told that they had reviewed my complaint and agreed that they had not handled my service issue very well. They asked me to fax them the invoice from the business that did the repair work but I did not think that would be appropriate so I refused. I did however tell them the actual work that was done and that I had been told the trouble was easily diagnosed.
They told me they were going to send me a refund of their service charge but I have not received it yet.
I did not expect Toyota to admit they had lied or that they were trying to take advantage of an out of town traveler, but I can't help but think that someone who specializes in repairing their own brand of cars could be so far off in their diagnosis. The problem was not an engine issue at all. It was strictly a radiator problem. All that was required was a simple flow test of the cooling system.
I also reported this issue to the corporate offices of Toyota to advise them that one of their franchise businesses needs to clean up their act.

Initial Business Response /* (1000, 10, 2016/04/25) */
I-10 Toyota is sorry for the miscommunication and the people involved have been made aware of the situation. Unfortunately Scion is based on a "Pure Pricing" model and we cannot sell them below the Manufacturers Suggested Retail Price. There...

was a surcharge for the pearlescent paint which we did not know until the vehicle actually arrived at the dealership. It was not in stock so we had to get it from another Toyota dealership. We did call Ms. [redacted] and ask that she call us back and responded to her Yelp review with an offer to include some additional products or services for the value of the surcharge for the paint. As of today she has not responded. We are still willing to provide those additional services or product for the amount of the pain surcharge at no additional cost to her. If you have any further questions, please feel free to reach out to us. Thank you.