Karl Malone Toyota

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 Sincerely, Clinton J [redacted]

On 6/26/the customer brought their vehicle in for concerns with an interior noise from their A/C system and multiple malfunction indicator lights on the dashThe vehicle was inspected, a misfire code was retrieved with the shops generic scan toolThis code was causing both the check engine and 4Xlights to illuminateThe technician was unable to duplicate a noise from the A/C systemThe technician did however find an abnoise coming from the engine compartmentHe found that the noise was coming from the water pump assemblyThe service advisor contacted the customer and updated them on their vehicles status A decision was made, with the customers approval, to keep the vehicle overnight so the technician could make another attempt to duplicate the A/C noise the following day The next morning the technician was able to duplicate the interior A/C noise, found it was coming from the rear blower motor assemblyThe bearing for the blower motor was failingThe customer was contacted along with their warranty company and permission was given to replace the rear blower motor, water pump, and some additional recommendations advised by the technicianThe work was completed and the technician verified the rear A/C blower motor worked with no abnoises On 7/15/the customer returned with a concern about the rear A/C blower motor not workingWe inspected the vehicle at no charge to the customer and found no power was going to the blower motor assembly allowing it to turn onThe technician tested the new blower motor, that was installed on the previous visit, to verify it was not faultyThe new blower motor tested good and powered on when another power and ground source were appliedUsing the shops generic scan tool the technician was able to find trouble codes related to the vehicles A/C electrical systemUnfortunately these codes were manufacturer specific, so our shop generic scan tool was not equipped to properly test and diagnose the systemWe advised the customer that when codes are manufacture specific we recommend the vehicle to be taken to a manufacture certified repair facility where they will have the proper equipment to test and diagnosis manufacture specific codesThe customer agreed and took the vehicle According to the customer the other repair facility found a faulty rear blower motor resistor causing the blower motor not to turn onThe blower motor resistor is a separate part that unfortunately failed a few weeks laterWhen the vehicle was at our shop we contacted the customers warranty company and blower motor assembly was a covered component under the customers warranty contractThe repair facility that replaced the blower motor resistor also contacted the customer warranty company to see if the resistor was a covered componentThe warranty company advised the other shop it was not a covered component and offered no assistanceThe other shop contacted the customer, advised them that the part was no covered and the customer approved the repairOnce the new resistor was installed the new rear blower motor that was installed at our facility worked and functioned properly Unfortunately regardless of where the blower motor resistor would have been replaced the component was not a covered item under the customer warranty, and the customer would have still been obligated to cover the cost of the repairAs previously mentioned, on the customer first visit the blower motor worked but was making an abnoiseWe simply installed a new motor which functioned properly when the vehicle left our facilityWe did not damage or break any other part or components related to the systemFurthermore it is not abor unusual for multiple parts to fail in any one system on a vehicleOne part failing on a system can often times cause damage and/or premature wear on another within the same system, such as in this case We feel that we are in no way responsible for and/or contributed to the failure of the additional partWe also feel that we assisted the customer in an honest, ethical, and professional mannerAt no time did we ever mislead or misdirect the customerWe maintained constant communication, keeping them up to date on the process and status of their vehicle at all times We empathize with the customer, and understand the frustrations that can arise with the burden of maintaining vehicles As a gesture of good faith would like to extend an offer to the customer for one of our Pre-Paid Maintenance Programs, at no costThis Maintenance Package is valued at over $We hope that this can bring a resolution to this misunderstanding while maintaining a positive relationship with the customer

Mr [redacted] dropped his vehicle off today for the repairIt has been completed and he has been contacted to pick up his vehicleCustomer Relations Manager called and spoke with Mr [redacted] last week to apologize and to make sure that he was contacted to bring the veh inHe said that he was contacted and that he was bringing the veh in Tuesday the 14th

Everything that MrL [redacted] is saying is trueJosh was new to the program and did think that he got every detail he needed prior to asking MrL [redacted] to come into the dealershipUpon MrL [redacted] 's arrival, Josh got further details about the lease traand found the tires needed to be replaced and that would add $to the price of the new vehilceJosh let MrL [redacted] know about the condition of the tires because he did not want Toyota sending him a bill after the vehicle was returned and Toyota found that the tires needed to be replace per the customers lease agreement Being new to the program Josh thought that he got the information to Terry correctly but found that he did not know every detail needed in order to get the all the information before calling MrL [redacted] to come inOnce Josh realize that he did not get the right information he apologize to the MrL [redacted] and let him know that he had made a mistakeAt that time it had been two hours and we should've let him know this long before that and we apologize for that MrL [redacted] was very upset and reached out to the Customer Relations Manager Amy H*** Amy H [redacted] called him back on Monday to discuss the experience that MrL [redacted] hadAmy apologized as well and tried to reassure MrL [redacted] that Josh had no intentions on deceiving him but was trying to really put him in a brand-new van and make him happy We at Karl Malone Toyota understand how frustrating this was for MrL [redacted] We never intended to bring him here and not sell him something or try to trick him or lie to himWe were only trying to get him into a new vehicle and Josh thought that he had all of the information needed to do so Our Customer Relations Manager spoke to MrL [redacted] and in that conversation offered if there was something we could do we would but at this point there is nothing that we could do to get to that price point and we apologize We try to sell every customer a vehicle that we contact and sometimes there are things that do not allow that and in this case we did not get the information that we needed to and we apologizeWe certainly would've loved to of had MrL [redacted] leave in a brand-new vehicle from us At this point there is nothing we can do but apologize for the time spent in the frustration and both the sales person and customer relations manager has done that at this time

Complaint: [redacted] I am rejecting this response because: I did not contact Josh initially about buying or leasing a vehicleI had no intentions of purchasing or leasing a vehicle from Karl Malone ToyotaJosh called me with the intention to sell me a vehicle because he said my lease was ending soon and I could get into a new lease via their promotional programI let him know the Sienna was out of our price range and I was pursuing a Caravan or Town and Country Josh asked what would it take for me to get into a SiennaI told him my wife and I needed to be around the low 300-payment He then asked several questions concerning my car including the mileage on my car and requested that I give him some time to work with his finance manager to see what they can come up withI agreed and thanked him for his timeNow at this point in the transaction Josh and his finance manager were well aware of the mileage on my carYet when Josh called me again later that day he said if I brought my Camry to the dealership they would buy it out and get me into a le Sienna for $out the door with zero down So after being in the dealership for over hours Terry the finance manager informs me they cannot complete the deal as the mileage on my car is too high showing me the conditions in their "get in get out" promotion because the mileage on my car is over 36,miles which Terry and Josh were both well aware of the day before I went to the dealership Yet I scheduled time away from work during a very busy weekend along with hiring a babysitter to go to the dealership to complete this deal So to set the record straight, Karl Malone Toyota contacted me to sell me a car I did not contact themThey made promises they clearly could not keep with the current mileage of my vehicle that they were well aware ofAnd even though Karl Malone Toyota knew my car had over 36,miles on it they still made an offer they couldn't keep, agreed to meet me and wasted my time and resources Sincerely, Jonathan L [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***I have left a message with Amy H*** to schedule an appointment for the windshield replacementI will let you know if they schedule a time for the replacement.Thank you for your help in this matter.*** ***

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

MrL*** called and left a message for the Customer Relations Manager on Saturday while here at the dealershipCRM was not working on Saturday but I did return the call on Monday the 29thMrL*** explained how he had contacted Josh and that Josh then contacted him back and did feel that
we could come to an agreeable deal with the information that the customer had given himUpon MrL*** coming to the dealership, Josh found that the Camry needed new tiresThe tires would need to be replaced in order to give the vehicle back to Toyota or the customer would be charged for them anywayWith the price of the tires and the extra mileage we could not make the deal the Josh was hoping to make for MrL***Josh did apologize that he had made these mistakes and that he is was sorry for not asking him about these things and getting him to the dealership in hopes of getting him into a new SiennaI explained that Josh is new to this lease buy out program and should have asked for more info to better assess what truly could be done before he drove all the way hereJosh did not try to misinform MrL***, he just didn't know to ask more questions and get more help from our staff before having the customer come inI apologized to MrL*** for his experience and let him know that if we could have done something to get him into the new Sienna and not have to charge him the cost of tires and mileage we would haveMrL*** was not happy but he understood that we would have done that deal if we could haveI apologized for the mistakes and let him know that if he needed something down the road he could call meMrL*** was nice enough to thank me for the call but he doesn't think he will need to come back here for any reasonI let him know I understood and thanked him for the opportunity to talk with him about his experience with our staff and we will work on this with Josh
Amy H***
Customer Relations Manager

Complaint: ***
I am rejecting this response because: A brief,
vague, unsigned apology is meaningless The canned and cliche "we've evaluated our processes to help the next guy" is useless to me Their Breach of Contract cost me $and the only acceptable resolution is a payment to help offset my loss
Sincerely,
*** ***

We apologize for the service breakdown and have made the necessary personal changes and training to ensure our process and customer experience is awesome! We have also confirmed that your deposit has been returned in full.

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.
Sincerely,
Clinton J[redacted]

When Mr. [redacted] purchased his Avalon from us on June 6th. We set up to have the windshield replaced for $220.00. Mr. [redacted] took the vehicle and before we arranged to have the windshield replaced he called and said that he would rather have us just fill the cracks and rotate the tires. Then he came in...

and said that the tires were new and that he didn't want to have them rotated he wanted tire rotation for life of the veh. We offered to do an oil change and 1 tire rotation but not for the life of the car. Now he wants the windshield replaced instead of the things he wanted that we worked our with him. Karl Malone Toyota will pay for the original $220.00 windshield that Mr. [redacted] is asking for. This will not be a factory windshield like we told Mr. [redacted] when he purchased the vehicle. Mr. [redacted] can contact Amy H[redacted] 801-553-5800 to set a time to have the windshield replaced.

On 6/26/15 the customer brought their vehicle in for concerns with an interior noise from their A/C system and multiple malfunction indicator lights on the dash. The vehicle was inspected, a misfire code was retrieved with the shops...

generic scan tool. This code was causing both the check engine and 4X4 lights to illuminate. The technician was unable to duplicate a noise from the A/C system. The technician did however find an abnormal noise coming from the engine compartment. He found that the noise was coming from the water pump assembly. The service advisor contacted the customer and updated them on their vehicles status.  A decision was made, with the customers approval, to keep the vehicle overnight so the technician could make another attempt to duplicate the A/C noise the following day.
 
The next morning the technician was able to duplicate the interior A/C noise, found it was coming from the rear blower motor assembly. The bearing for the blower motor was failing. The customer was contacted along with their warranty company and permission was given to replace the rear blower motor, water pump, and some additional recommendations advised by the technician. The work was completed and the technician verified the rear A/C blower motor worked with no abnormal noises.
 
          On 7/15/15 the customer returned with a concern about the rear A/C blower motor not working. We inspected the vehicle at no charge to the customer and found no power was going to the blower motor assembly allowing it to turn on. The technician tested the new blower motor, that was installed on the previous visit, to verify it was not faulty. The new blower motor tested good and powered on when another power and ground source were applied. Using the shops generic scan tool the technician was able to find trouble codes related to the vehicles A/C electrical system. Unfortunately these codes were manufacturer specific, so our shop generic scan tool was not equipped to properly test and diagnose the system. We advised the customer that when codes are manufacture specific we recommend the vehicle to be taken to a manufacture certified repair facility where they will have the proper equipment to test and diagnosis manufacture specific codes. The customer agreed and took the vehicle.
 
          According to the customer the other repair facility found a faulty rear blower motor resistor causing the blower motor not to turn on. The blower motor resistor is a separate part that unfortunately failed a few weeks later. When the vehicle was at our shop we contacted the customers warranty company and blower motor assembly was a covered component under the customers warranty contract. The repair facility that replaced the blower motor resistor also contacted the customer warranty company to see if the resistor was a covered component. The warranty company advised the other shop it was not a covered component and offered no assistance. The other shop contacted the customer, advised them that the part was no covered and the customer approved the repair. Once the new resistor was installed the new rear blower motor that was installed at our facility worked and functioned properly.
 
Unfortunately regardless of where the blower motor resistor would have been replaced the component was not a covered item under the customer warranty, and the customer would have still been obligated to cover the cost of the repair. As previously mentioned, on the customer first visit the blower motor worked but was making an abnormal noise. We simply installed a new motor which functioned properly when the vehicle left our facility. We did not damage or break any other part or components related to the system. Furthermore it is not abnormal or unusual for multiple parts to fail in any one system on a vehicle. One part failing on a system can often times cause damage and/or premature wear on another within the same system, such as in this case.
 
We feel that we are in no way responsible for and/or contributed to the failure of the additional part. We also feel that we assisted the customer in an honest, ethical, and professional manner. At no time did we ever mislead or misdirect the customer. We maintained constant communication, keeping them up to date on the process and status of their vehicle at all times.
 
We empathize with the customer, and understand the frustrations that can arise with the burden of maintaining vehicles.  As a gesture of good faith would like to extend an offer to the customer for one of our Pre-Paid Maintenance Programs, at no cost. This Maintenance Package is valued at over $200. We hope that this can bring a resolution to this misunderstanding while maintaining a positive relationship with the customer.

Mr. [redacted] came in yesterday and we fix his concern.
Case #[redacted]

Mr. [redacted] dropped his vehicle off today for the repair. It has been completed and he has been contacted to pick up his vehicle. Customer Relations Manager called and spoke with Mr. [redacted] last week to apologize and to make sure that he was contacted to bring the veh in. He said that he was contacted...

and that he was bringing the veh in Tuesday the 14th.

Everything that Mr. L[redacted] is saying is true. Josh was new to the program and did think that he got every detail he needed prior to asking Mr. L[redacted] to come into the dealership. Upon Mr. L[redacted]'s arrival, Josh got further details about the lease trade-in and found the tires needed to be replaced and that would add $1000 to the price of the new vehilce. Josh let Mr. L[redacted] know about the condition of the tires because he did not want Toyota sending him a bill after the vehicle was returned and Toyota found that the tires needed to be replace per the customers lease agreement.
 
Being new to the program Josh thought that he got the information to Terry correctly but found that he did not know every detail needed in order to get the all the information before calling Mr. L[redacted] to come in. Once Josh realize that he did not get the right information he apologize to the Mr. L[redacted] and let him know that he had made a mistake. At that time it had been two hours and we should've let him know this long before that and we apologize for that.
 
Mr. L[redacted] was very upset and reached out to the Customer Relations Manager Amy H[redacted].  Amy H[redacted] called him back on Monday to discuss the experience that Mr. L[redacted] had. Amy  apologized as well and tried to reassure Mr. L[redacted] that Josh had no intentions on deceiving him but was trying to really put him in a brand-new van and make him happy.
 
We at Karl Malone Toyota understand how frustrating this was for Mr. L[redacted]. We never intended to bring him here and not sell him something or try to trick him or lie to him. We were only trying to get him into a new vehicle and Josh thought that he had all of the information needed to do so.
 
Our Customer Relations Manager spoke to Mr. L[redacted] and in that conversation offered if there was something we could do we would but at this point there is nothing that we could do to get to that price point and we apologize.
 
We try to sell every customer a vehicle that we contact and sometimes there are things that do not allow that and in this case we did not get the information that we needed to and we apologize. We certainly would've loved to of had Mr. L[redacted] leave in a brand-new vehicle from us.
 
At this point there is nothing we can do but apologize for the time spent in the frustration and both the sales person and customer relations manager has done that at this time.

Complaint: [redacted]
I am rejecting this response because:
I did not contact Josh initially about buying or leasing a vehicle. I had no intentions of purchasing or leasing a vehicle from Karl Malone Toyota. Josh called me with the intention to sell me a vehicle because he said my lease was ending soon and I could get into a new lease via their promotional program. I let him know the Sienna was out of our price range and I was pursuing a Caravan or Town and Country.  Josh asked what would it take for me to get into a Sienna. I told him my wife and I needed to be around the low 300-320 payment.  He then asked several questions concerning my car including the mileage on my car and requested that I give him some time to work with his finance manager to see what they can come up with. I agreed and thanked him for his time. Now at this point in the transaction Josh and his finance manager were well aware of the mileage on my car. Yet when Josh called me again later that day he said if I brought my Camry to the dealership they would buy it out and get me into a 2015 le Sienna for $385 out the door with zero down.  So after being in the dealership for over 2 hours Terry the finance manager informs me they cannot complete the deal as the mileage on my car is too high showing me the conditions in their "get in get out" promotion because the mileage on my car is over 36,000 miles which Terry and Josh were both well aware of the day before I went to the dealership.  Yet I scheduled time away from work during a very busy weekend along with hiring a babysitter to go to the dealership to complete this deal.   So to set the record straight, Karl Malone Toyota contacted me to sell me a car.  I did not contact them. They made promises they clearly could not keep with the current mileage of my vehicle that they were well aware of. And even though Karl Malone Toyota knew my car had over 36,000 miles on it they still made an offer they couldn't keep, agreed to meet me and wasted my time and resources.
Sincerely,
Jonathan L[redacted]

To whom it may concern,   We are writing in response to the recent concern filed by one of our valued customers. Since then we have made arrangements with the customer to resolve the concern. We have issued a full refund for the factory Paint Protective Film that came installed on the vehicle....

We went to the customers residence and retrieved their vehicle and left the customer with a courtesy loaner vehicle. We removed sections of the Paint Protection Film as request by the customer. We then returned the customers vehicle to their residence with a full tank of fuel. These were the request made by our customer and have been fully satisfied. We sincerely apologize for any inconvenience we have caused the customer and feel we have taken all he proper steps to fully rectify the situation. We look forward to future service with the customer!

Mr. J[redacted] came in today and we looked at his Tundra. We have agreed to fix the damage. Cust will be dropping it off on Tuesday August 11th.