Liberty Toyota

We apologize for the inconvenienceAfter investigating your concerns, you are 100% correct! The day you serviced your vehicle was Ms*** first day on the job, and she made an errorService Director *** *** spoke to you today, 3/9/@11:am, and san
appointmentThe *** tires have been ordered and will be installed on your vehicleAgain, sorry for the inconvenience and misunderstandingWe appreciate your businessSincerely, *** ***, General Manager

Review: On Thursday, March 12, 2015 I brought in a vehicle , a [redacted] Odyssey I purchased from Liberty Toyota in [redacted], NJ. I also purchased a warranty from them. For the last two months, the vehicle has experienced a serious GRINDING issue coming from either the engine or transmission. I experienced this every day that I drove the vehicle. [redacted] claims they never heard the issue, yet I heard it every day. In fact, an [redacted] certified mechanic tells me that these vehicles are notorious for having transmission issues (for this year and make). There was no mistaking the terrible grinding noise coming from the transmission/engine area. [redacted] claims that they cannot hear it, yet everyone that gets into my vehicle says, verbatim, "What is that grinding noise coming from your van?"

[redacted] has terrible customer service and I spent about 60% of my day on the phone trying to communicate with their service department. I was dumped into voicemail, disconnected and completely ignored (they have a caller ID system in the office).

My vehicle has been transported to a nearby [redacted] dealership without my prior knowledge. I later found out about this and spoke with the service manager at [redacted] of Burlington. (Shouldn't they have notified me that my vehicle wouldn't be at [redacted]?)

Needleses to say I want my vehicle back so I can deal with my attorney rather than a smarty kid from the service department.Desired Settlement: Refund on warranty I purchased for vehicle.

Business

Response:

Mr. [redacted], We apologize for your frustration, and any potential miscommunication. [redacted], and our Service Manager, [redacted], contacted you today; we will send someone to pick you up in [redacted]. Once here, Mr. [redacted] will explain the steps taken to try to assist you, and address your concerns regarding your [redacted]. We are trying to satisfy your concerns, and explore every avenue to address your transmission noise concerns. Your [redacted] Extra Care warranty is backed by [redacted]; therefore, they reimburse repair centers under the coverage. So we want to fix your vehicle if we can validate the problem. We would like to work in partnership with you, but ask that you stop threatening us online or through the Revdex.com. Thank you for your time and consideration.

Review: To Whom it May Concern,

I had my car serviced at Liberty Toyota [redacted] which is located at [redacted] N.J 08016 on November 14, 2014. This service was part of the 50,000 maintenance follow-up. I did receive a buyer incentive when I brought my vehicle in 2010. My vehicle is a 2009 [redacted] ([redacted]). This incentive was Tires for Life, through the Express Tires For Life. One of the stipulations was that I bring my car back to [redacted] for maintenance during the required service periods. This was honored by me.

Please note the contract for the tires as attached. My concern is that my contract specified that I were to receive [redacted] tires, or tires that were comparable to [redacted]. The other requirement being that the tires were to be changed when the tread was worn to 3/32" of an inch or less. On November 14, 2014, my tires did meet this requirement. My concern is that the receiving of [redacted] tires was not done as per contract, neither was a tire which was comparable to the [redacted]. What I received was [redacted] tires.

I did report my concern of this not being done when I received my car back after servicing on this day. This was prior to me leaving Liberty Toyota. I initially spoke with [redacted], who was the service advisor. She then spoke with the service manager, who was [redacted]. I was then informed that I would need to pay over $500 dollars and the [redacted] could be ordered for me. I declined this as I felt that my contract was not being followed per its specifications.

I later send an email to the dealership with my same concern. I received a return phone call back from the Manager basically stating that the contract was fulfilled. I later wrote another email to the main company ([redacted]). Please send the attached for their response.

I did also look up the tires received ([redacted]) and found them to be subpar to the stated specifications of my contract with Liberty Toyota. I am requesting your assistance in follow-up for my complaint.

--Desired Settlement: I did follow-up with a complaint via [redacted] in New Jersey in December. My file number is [redacted]. The worker assigned is [redacted] (###-###-####). I have attempted to contact him almost weekly, for the past month or more and have received no feedback from him after leaving my phone number each time. All the necessary paperwork was provided including a copy of the warranty to [redacted].

My request is that the contract be honored to the fullest extend. The tires that were received by me does not compare to the tires that were replaced. Liberty Toyota's reference that I would need to pay and additional $500 makes does not make sense.

Some feedback from [redacted] as to the status of my complaint, would be welcomed.

Business

Response:

We apologize for the inconvenience. After investigating your concerns, you are 100% correct! The day you serviced your vehicle was Ms. [redacted] first day on the job, and she made an error. Service Director [redacted] spoke to you today, 3/9/15 @11:15 am, and set-up an appointment. The [redacted] tires have been ordered and will be installed on your vehicle. Again, sorry for the inconvenience and misunderstanding. We appreciate your business. Sincerely, [redacted], General Manager

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,