I have left Mr [redacted] a voice mail and I am anticipating a call back to discuss his concerns more in detailMr [redacted] was in here 1/13/for a routine oil changePart of the service provided here even at the most basic service level is a Multi-Point inspection which includes checking the following itemsTires, Wipers, Engine Air Filter, Cabin Air Filter & Battery conditionI have pulled and reviewed the sheets that the technician fills out when looking the vehicle over and there are items that show needing attention soon they were as Mr [redacted] stated both his engine air filter and cabin air filter along with a recommendation for rotating tires.It is standard practice for the service advisor to show the customer the air filter and the cabin filters if they are dirty simply because to me it makes sense, we have to remove them to check the condition and normally it builds trustI assure you and Mr [redacted] we do not keep dirty filters and just show the same filters to all of our customersI cannot say that the individual did not have multiple filters in his office and could have made a mistake showing the wrong customer the wrong filters however that’s why I pulled the inspection form to see what was recommended by the technician working and Mr ***s Tacoma.The need for filter replacement is heavily influenced by driving and environmental conditionsI typically see that we need to replace the in cabin filters somewhere between 10k and 20k miles, engine air filters traditionally last longer closer to 30k milesMr [redacted] only purchased the Cabin filter on his visitI would be curious to see the air filter that is still in his vehicle since it does seem somewhat premature to replace at this time.It’s difficult to discuss a visit that happened in just due to the time that has gone by however I am able to able to view a copy of the receipt that Mr [redacted] should have been given and it does state that the cause for his check engine light was a loose gas cap I also see a few items that are typically done at 30k miles.I would love to discuss this and try to work out something to keep Mr [redacted] satisfiedLooking over the facts I do not see where a refund of $is warrantied
MsMiriam 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/and just received approval on 2/16/for the replacement of the 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-Toyota
Initial Business Response / [redacted] (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 aroundThis 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 saleIn the four conversations with her husband, plus the initial email submission by Mrs [redacted] herself, this never once had been brought upWe have called the facility that damaged the oil pan of her vehicle on several different days, never receiving any return of communication or assistanceWe demonstrated to her husband that the repair was necessary and that the price paid was below the standard Service Pricing Guide for said repairUpon 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 successfulWe 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 forthWe continue to remain open to any assistance that Mrand Mrs [redacted] may need in this unfortunate situation in hopes that they may feel closure on this matterPlease 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 partiesI-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 RetentionWe look forward to hearing from the [redacted] household and offering our further assistance to them Initial Consumer Rebuttal / [redacted] (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 complaintNo matter what this dealer says they still scared me into a high priced repair that wan't necessaryThe 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 $for itAlso on the service report it states that the oil pan threads were stripped and that was the reason for all the repairsThey are NOT stripped and they are covering their behinds by saying it isWe have the pan and it tightens just fineNeedless to say we will never buy a car from this dealer or have service there againNor will any of our neighbors in sun CityThere are MANY horror stories about price gougingToo bad it' all about money and not customer satisfaction Final Consumer Response / [redacted] (4200, 11, 2016/05/09) */ I have an addition to my response to Toyota sent a few days agoFirst of all the [redacted] tire manager has NEVER spoken to toyotal service manager although he has called and left messagesSecond, 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 untrueAND that the amount of money they charged us was obsceneThey could have done it for $Also, the service person asked me if I wanted to take the shuttle home or have a rental carI said, "a rental car for no charge? And he said "YES" with a straight face and then added $to the bill whcih I found and he removedSo much for honestySo, if he lied about that what would stop him from lying abut the repair Final Business Response / [redacted] (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 heardThat is why we still would still like to offer either or both Mrand Mrs [redacted] the opportunity to discuss this situation with our Customer Relations ManagerUsually communication has a way of helping a solution to be foundIf setting up this type of a sit down is found acceptable, please feel free to let us knowThank you for your time and consideration
Initial Business Response / [redacted] (1000, 5, 2016/05/04) */ already refunded customer due to miss diagnosis on vehicle Respectfully, [redacted] Service Manager Initial Consumer Rebuttal / [redacted] (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-Toyota and told that they had reviewed my complaint and agreed that they had not handled my service issue very wellThey 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 refusedI 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 diagnosisThe problem was not an engine issue at allIt was strictly a radiator problemAll 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
I have left Mr [redacted] a voice mail and I am anticipating a call back to discuss his concerns more in detailMr [redacted] was in here 1/13/for a routine oil changePart of the service provided here even at the most basic service level is a Multi-Point inspection which includes checking the following itemsTires, Wipers, Engine Air Filter, Cabin Air Filter & Battery conditionI have pulled and reviewed the sheets that the technician fills out when looking the vehicle over and there are items that show needing attention soon they were as Mr [redacted] stated both his engine air filter and cabin air filter along with a recommendation for rotating tires.It is standard practice for the service advisor to show the customer the air filter and the cabin filters if they are dirty simply because to me it makes sense, we have to remove them to check the condition and normally it builds trustI assure you and Mr [redacted] we do not keep dirty filters and just show the same filters to all of our customersI cannot say that the individual did not have multiple filters in his office and could have made a mistake showing the wrong customer the wrong filters however that’s why I pulled the inspection form to see what was recommended by the technician working and Mr ***s Tacoma.The need for filter replacement is heavily influenced by driving and environmental conditionsI typically see that we need to replace the in cabin filters somewhere between 10k and 20k miles, engine air filters traditionally last longer closer to 30k milesMr [redacted] only purchased the Cabin filter on his visitI would be curious to see the air filter that is still in his vehicle since it does seem somewhat premature to replace at this time.It’s difficult to discuss a visit that happened in just due to the time that has gone by however I am able to able to view a copy of the receipt that Mr [redacted] should have been given and it does state that the cause for his check engine light was a loose gas cap I also see a few items that are typically done at 30k miles.I would love to discuss this and try to work out something to keep Mr [redacted] satisfiedLooking over the facts I do not see where a refund of $is warrantied
MsMiriam 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/and just received approval on 2/16/for the replacement of the 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-Toyota
Initial Business Response / [redacted] (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 aroundThis 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 saleIn the four conversations with her husband, plus the initial email submission by Mrs [redacted] herself, this never once had been brought upWe have called the facility that damaged the oil pan of her vehicle on several different days, never receiving any return of communication or assistanceWe demonstrated to her husband that the repair was necessary and that the price paid was below the standard Service Pricing Guide for said repairUpon 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 successfulWe 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 forthWe continue to remain open to any assistance that Mrand Mrs [redacted] may need in this unfortunate situation in hopes that they may feel closure on this matterPlease 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 partiesI-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 RetentionWe look forward to hearing from the [redacted] household and offering our further assistance to them Initial Consumer Rebuttal / [redacted] (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 complaintNo matter what this dealer says they still scared me into a high priced repair that wan't necessaryThe 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 $for itAlso on the service report it states that the oil pan threads were stripped and that was the reason for all the repairsThey are NOT stripped and they are covering their behinds by saying it isWe have the pan and it tightens just fineNeedless to say we will never buy a car from this dealer or have service there againNor will any of our neighbors in sun CityThere are MANY horror stories about price gougingToo bad it' all about money and not customer satisfaction Final Consumer Response / [redacted] (4200, 11, 2016/05/09) */ I have an addition to my response to Toyota sent a few days agoFirst of all the [redacted] tire manager has NEVER spoken to toyotal service manager although he has called and left messagesSecond, 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 untrueAND that the amount of money they charged us was obsceneThey could have done it for $Also, the service person asked me if I wanted to take the shuttle home or have a rental carI said, "a rental car for no charge? And he said "YES" with a straight face and then added $to the bill whcih I found and he removedSo much for honestySo, if he lied about that what would stop him from lying abut the repair Final Business Response / [redacted] (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 heardThat is why we still would still like to offer either or both Mrand Mrs [redacted] the opportunity to discuss this situation with our Customer Relations ManagerUsually communication has a way of helping a solution to be foundIf setting up this type of a sit down is found acceptable, please feel free to let us knowThank you for your time and consideration
Initial Business Response / [redacted] (1000, 5, 2016/05/04) */ already refunded customer due to miss diagnosis on vehicle Respectfully, [redacted] Service Manager Initial Consumer Rebuttal / [redacted] (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-Toyota and told that they had reviewed my complaint and agreed that they had not handled my service issue very wellThey 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 refusedI 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 diagnosisThe problem was not an engine issue at allIt was strictly a radiator problemAll 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