Jeane Thorne Temporary Services Inc.

Complaint: ***
I am rejecting this response because:The response from Pederson is entirely inaccurateAt no time was there a conversation between myself and any parts personI spoke with a service representative who scheduled an appointment with a firm price that I asked to be confirmed, and wasHence communication was confirmed, there was no miscommunicationAlso, the person who set my appointment was female, not male as Pederson stated.There was no confrontationMy second call was received by an individual who was male, and asked if I would like to purchase my own parts and accept the labor quoteThis individual performed no research priorI asked that research be performed on the quote I received, and I was told I would receive a call back, but never didThe next call I made was received by a gentleman claiming to be one of three service repsHe immediately connected me to the service managerThe service manager barely took the time to listen to anything I said, but informed me he "would look into it" and get back to meHe never did *** is a reputable company that expects it's representatives to be competent in training and supporting their brand, Pederson's incompetency and misrepresentation of the facts will not be acceptedI will be escalating to *** Corporate next.
Regards,
*** ***

Dear Mr***,Thank you for bringing your situation to us and we are sorry that there was a miscommunication regarding the replacement parts on your vehicle. As it stated in the complaint, Mr*** called in requesting information on some replacement parts for hisvehicle.
At the time of the phone call the parts employee mistakenly quoted a price for a different part than what Mr*** was looking for. Upon determining he had made an error in quoting the price, he immediately (within minutes) calledback Mr*** to let him know of the error, apologized and provided the correct price to him. At that point Mr*** became very angry, confrontational and was yelling with profanities towards our parts employee. Mr*** requested to speak to our service manager at which time our service manager again apologized for the initial miscommunication, explained that mistakes can happen and he was notified almost immediately of the mistake and that no work had been done to the car yet and we would not be able to honor the wrong price. Mr*** again became very confrontational and used a profanity-laced conversation to try and get his point across. The conversation ended with our service manager again apologizing and asked if Mr*** wouldlike to move forward with the work to let the dealership know. There has been no communication since. Per Mr***’s request, we are unable to honor the initial price quote and would hope that Mr*** can understand that mistakes can happen and that Pedersen was very quick to identify the mistake and communicate it to Mr*** before any work had been done or parts ordered. If Mr*** would like to have the work completed Pedersen would be happy to provide a 15% discount on all parts and labor for the repair. If not, we wish Mr*** the best of luck and hope he can find a solution for his truck

We are sorry that Mr. [redacted] is still frustrated with the situation and the proposed solution.  Our goal is to help resolve the situation and help as much as we reasonably can.  We will continue to honor the 15% discount on the discussed work if Mr. [redacted] changes his mind and we will expedite the process of getting his vehicle in for repair.  In addition, if the scope of the work requires Mr. [redacted]'s vehicle to be at the dealership more than a one day we will provide him substitute transportation to help him out.  We are hopeful that this is an agreeable solution and look forward to helping Mr. [redacted] get his vehicle repaired.  Please contact the dealership at (970) 223-3100 and speak to our service manager if you would like to move forward with this solution.

Mrs. [redacted],   Please contact Mike C[redacted], General Manager of Pedersen Toyota at (970) 223-3100 or at [redacted] to schedule a time to bring the Sequoia in so look at it and see what we can do to help.  Unfortunately, we have not been able to get a hold of you directly so we are hopeful you will call or email so we can get this issue resolved.  Thanks.

Complaint: [redacted]
I am rejecting this response because:  Toyota said that the issue with the rear sensor is unrelated to the front wheel falling off because the service department forgot to tighten the lug nuts. I believe that our Sequoia falling on it axel did damage the rear sensor. The back sensor was damage before and fix, that has no bearing on this case. I would like Toyota to fix the rear sensor on our Sequoia. I never receive a phone call from Toyota on June 30th, July 3th, or July 5th and I left them with my cell phone number several times. Toyota however did contact my husband on his cell phone and they are willing to look at our Sequoia again. I am hoping that they agree to fix the rear sensor.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Pederson is offering me a 15% discount on a 300% increase in a quote that was confirmed twice, and scheduled. Pederson is also offering to "get me in right away", and provide a vehicle should they go over the small amount of time required for this simple repair, after my original scheduled appointment has lapsed. Pederson continues to not honor their quote as is common in business dealings, marketplace transactions and commitments with integrity that accredited businesses do. The only option for resolution is for Pederson to honor their original quote.
Regards,
[redacted]

We are very sorry to hear about Ms. [redacted]’s frustrations with the sensor on her [redacted] and we would very much like to help address the situation.  As Ms. [redacted] outlined in her complaint we have attempted to do all we can to make the situation right for our failure to tighten the lug nuts on...

the front driver’s side wheel including fixing her problem and providing substitute transportation during that time period.  While we believe the issue with the rear sensor she is outlining is unrelated to the front wheel issue, and also appeared to have been previously worked on from another repair shop, we would like to schedule a time for her to bring in her vehicle again for us to look at and see what we can do to help.   We have attempted to contact Ms. [redacted] on three different occasions by telephone (June 30, July 3 and July 5) and have not received a return call.  We very much value Ms. [redacted]’s business and are hopeful we can get something scheduled in the very near future to address her concerns.   Please advise on the best way to set up an appointment or feel free to have Ms. [redacted] contact our General Manager, Mike C[redacted], at (970) 223-3100 or at [redacted].