The first call was preliminary and saved work for the second day's call. We offered to split the call of the first day with the customer, but have not had a response as of yetAs for the scratch, the first technician on site did not work in the area of the scratch. On the follow-up
call, the technician noticed the scratch and showed the homeowner prior to any work done in that area
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** *** It is not the scratches that I am objecting to; it is the destroyed baseboard that will have to be fixed that I am concerned withIf *** wants to reimburse me for the damage, then I will pay half the bill for the Thursday call*** is not being honest when he says that I have not contacted him; I contacted twice since his offer of half priceThe technician destroyed the base board; it will need to be replace and painted.?
During our first service call for frozen pipes on 2/17/15, the heating zone in question was isolated from the rest of the home's heating system and the visible breaks on the first and second floors were repaired. This allowed us to attempt an air pressure test that was unsuccessful due to
frozen pipes and additional damaged pipes located in inaccessible locations. At this time, we recommended either trying to heat the crawl space to thaw the pipes or return in warmer weather when the pipes have thawed to finish the repairs and then install antifreeze in the heating system. At this time, the customer decided to wait until warmer weather. Upon our return on 4/16/15, it was found that somehow the pipes had gotten enough water back in them to refreeze and break again in the same locations that we had drained the water out in order to make the solder joint connections. It is our opinion that with the heating zone isolated from the rest of the system by ball valves, that there should have been no way for water to reintroduce itself up to the second floor enough to fill the repaired pipes and refreeze
We have been in touch with this customer and have made an offer of a partial credit, she has since stopped payment on her credit card for the full amount of the service and refuses to pay for any of the first call that was made.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I don't understand what the R.P. Waltz is saying. There is no mention of the destruction to the baseboards.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. If there should have been no way for the water to reintroduce itself to the second floor then this should be a red flag that perhaps the technicians initially there did not drain the water properly. I still do not understand how this error would fall to our finances when the only thing that would make the most sense is the water was not drained well. Also you note that it never should have gone up to the second floor but don't mention what happened on the first floor. I am frustrated that noone discussed that maybe there was an error in February and that is why the pipes refroze. Instead we were told that you did everything correctly but don't see how you know this in certainty since it makes no sense that water got back up to the second floor. You note that we chose to wait until warmer weather. We did this because it was what was recommended by the techs as we couldn't get to the crawl space. We are still very unhappy with the customer service in this situation. Sometimes things may have error and by not accepting that this MAY have happened and work with us you have made customers not ever wanting to use your company and very upset with the lack of discussion on this. You have stated that everything was done correctly and you would not pay for the costs of having to replace the same frozen pipes twice.
Regards,
[redacted]
The only way this line could have frozen again, in the same approximate area that had been previously repaired, water had to have been re-introduced into the line. Our Operations Manager is more than willing to meet with the homeowners to explain in greater detail.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company broke the transmission while repairing the rear oil seal. Most companies I am aware of will fix their a problem they cause for free and repair it right. King's told me it was not their fault. Yet, the transmission was working fine, even [redacted] who did repaired the car for other issues and looking over the car, did not fine the transmission leaking. What they found is the rear oil seal leaking which King's did not repair when doing some repairs due to agreement in buying the car. When they look over the oil seal leak, yes they agreed to pay for free, but before and the repair no mention was said the transmission was leaking. After the oil seal repair which involves taking the transmission off the engine, the car was picked up. it lost almost all transmission fluid which caused the engine light to come on only after about 90 mils. taking it to [redacted] they found the transmission leaking badly. when fixing the transmission they found the seal broken.
King's did not offer to fix the problem for free. Also they only offered a used transmission. A used transmission is not acceptable. There is no way to tell how bad;u owner used the transmission by pushing it to extremes, not filling fluid, etc. And no way to tell when it would break down. There are no new transmissions available for the car because the model is no longer made. So, the proper and safe way to fix it is to overhaul it so it remain safe and works right without leaking, etc. And [redacted] gives a 2 year guarantee if it breaks down again.
The way they review and repair is overall questionable. The agreement was to fix for example the rear seat belt. it was not done when the car was taken home for the first time. They also failed to repair the rear oil seal even though the original [redacted] I took the car to for review mentioned they did not think just the valve cover gasket was leaking. I said this to King's but they said only the valve gasket was leaking, there was no other leak. The [redacted] I took the car to for other repairs did find the rear oil seal leaking. The seat belt got done weeks later when the car was reviewed for the rear oil seal. Which also gave me an extreme worry they would not repair the transmission right.
I would have been better off having [redacted] fix the rear oil seal for $630 properly and they guarantee their work if something they goes wrong. Or better, I should have not bought the car as the cost of the car with repairs cost me about $10,000.00 plus many hours cleaning, waxing, and minor repairs like replacing spark plugs. there are similar new cars starting around $10,000.00. Or a minor option, I should of agreed to pay for the car less, estimated repairs and have Bob do it all.
Regards,
[redacted]
Customer was incorrect - we made only three (3) visits to his home, which the first two times, he was not at the location. The first service call was on 8/5/14. The technician went to the site and found that the compressor would not start. He determined that the capacitor was bad. He called [redacted] at...
tech support from the site to verify that the process of the testing to determine the failure of the capacitor was correct. [redacted] agreed. The capacitor was ordered. On 8/7/14, the same technician went back to install the capacitor, Once installed, the compressor was working.
Throughout this work process, our communication was with the customer’s wife only, The next day, we received a phone call from the customer, who was very unhappy on the phone, that the heater was not working. He spoke with our operations manager and the manager said that he would send the technician back to explain everything that was done on site for which the customer would not be charged.
The technician then made arrangements to meet the customer at home. When he arrived at the home, the homeowner wanted to call tech support, which they did and got a woman from tech support on the phone, She diagnosed that it could be the float Switch and that it should be replaced. The customer disregarded her findings and wanted to wait to speak with [redacted] from support. It was left with the technician, because [redacted] was not available that night, that the customer would call the next day and whatever part they deemed necessary, would be ordered and the customer would call us to install.
The operations manager spoke with the customer today (9/23/14), in reference to a phone message that was left on 9/18/14, when the operations manager was out of the office. When the manager called the customer, the technician that was on site was there so that there would be no miscommunication. The customer stated he had another company in there and was that the work we performed was incorrect and the customer wants all of his money back. The operations manager tried to explain to the customer, he would not hear of it and at that point, the conversation was made unpleasant by the customer with threats and then he hung up.
As of today, the homeowner has paid for the first service call fof $312.95. We have not received payment for the second service call on 8/7/14, for $192.62. The third service call was a courtesy call to try and satisfy the customer at no charge. We feel we provided service, went through the proper steps along with tech support and in conjunction with them, arrived at the same conclusion. We feel that the unpaid balance for the second service call for material and labor to install the capacitor should be paid in full.
In closing, I feel that this customer is being unrealistic in his claims of the amount of visits to his home, the conversation he had with the manager and the facts of the conversation he had with the manager. We would appreciate no more correspondence with him as he has sent an escalating e-mail to us after placing his complaint with Revdex.com.
Thanks for the opportunity to respond to Mr. [redacted]'s concern. I have attached copies of the Buyers Order,Buyers Guide and Warranty Disclaimer. All forms were signed by Mr. [redacted] indicating he understood the Pruis was purchased AS IS. In addition he was extended a 3 day exchange...
policy.
Two Kings Toyota Used Car Manager's ([redacted] and [redacted])have discussed the issue with Mr. [redacted] and have offered to pay for 50% of the necessary repairs. We will be happy to extend this repair offer until Oct 31,2014.
Let me know if you have any questions.
Best Regards, [redacted]el
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]
The first service call, 2/11/15, was at the hourly rate of $142.00 and the issue was no heat. When we got there, there were two issues: [redacted] piping was used on a heat system and was located in the outside wall, making it hard to thaw out. Typically, you have to bring the room up to...
temperature with another means of heat to thaw out that type of piping. Also, there was no hot water and the technician had to replace the mixing valve and relief valve. The work was done and the system was up and running. Due to the heat piping being [redacted] in type, the customer agreed to put a space heater in the room to thaw out the tubing. All this information was written on the customer's work order that was signed by the homeowner upon completion. The second service call, 5/12/15, was for a backed up drain in the basement. When the technician arrived, the washing machine drain was backing up. The technician then ran a drain cleaning machine down the drain, cleared the obstruction, then tested by running the water for fifteen minutes with no back up. The technician did recommend that the washing machine line be video inspected to make sure the line is clear of obstruction and explained that the washing machine drain is not legal, that there is an improper vent on the fixture. All of this information was written on the work order and then was also signed, again, by the homeowner upon completion.Our rates and charges are quoted as is the travel time on every service call prior to dispatching a technician. The homeowner lives in Durham, Maine and he must take that into consideration when he is figuring the time of the job. The GPS report shows the technician's time is accurate on the work order. We understand the customer's frustration with us, but we did not install the heat line in the outside wall. We also did not install the washing machine drain without the proper vent and declined to have us camera the line at the time of service. We provide the best service for the situations at hand. The technician documented and explained all the findings to the homeowner with recommendations.
On 9/29/16, we were scheduled to do an oil boiler cleaning. When the technician arrived, he documented that there was no pressure on the boiler. He tested the water feeder and determined that it was not working and had to be replaced. There was also a [redacted] vent that needed to be...
replaced. The tech then cleaned the oil boiler and purged the air out of the heat lines. The heat lines were circulating the water back to the boiler. At that point, the service call was complete. We returned the next day (9/30/16), because the heat zone would not shut off. It was determined that the check valve was stuck open preventing the water from stopping which caused the zone to heat and run nonstop. I explained to the customer the scenario that this is something that typically is hard to diagnosis because of the time it takes to determine. What I did for the customer is only charge him for the parts and the actual time it took to change them. This would be like he never left the job on the first service call and this part would have needed to be replaced either way. This ended up being a half of an hour in actual time. He was not charged for any other time for that call. Richard P Waltz Plumbing feels we have already addressed this issue with a fair resolution. Richard P Waltz Plumbing & Heating is an emergency based company and we believe in good customer service. Unfortunately, being emergency based, I am not always easily accessible, so I apologize for not being available that morning to call the customer back. When I did free up, he was taken care of in a timely manor.
Customer relations manager, [redacted], has reached out to customer with both an apology and confirmation that Kings Toyota would be refunding the $78.29 Mr. [redacted] spent to have his vehicle realigned at a different service location. Mr. [redacted] graciously accepted both the apology...
and the offer of the refund. CRM told customer he should expect a check sometime within the next 5 to 7 working days. Should he not receive it within that timeframe, he is to call Ms. Chattos direct.Regards,[redacted]Customer Relations ManagerKings Toyota Scion
Before processing the complaint, we need you to provide some additional information. Please respond to the following points: 1. Provide copy of Extended Warranty.2. Provide copy for Technical Service Bulletin, if you have one.3. Provide a copy of the repair bill for repair work performed as...
described in your Desired Resolution. I am attaching documents to respond to this query. 1. Note: I never received a print notice of the extended warranty; the letter provided here was found online. I do not know why I did not receive this information from Toyota, although it may have not been sent to my Ohio address after moving from Indiana. 2. The attached document noting the TSB is available online. 3. After towing my car to King's Toyota on 9/25, I requested they evaluate what caused the engine to fail. They are asking me to authorize $1,300 in labor to tear down the engine. I do not believe I should agree to this costs as they did not properly diagnose my car and the engine failed during an oil consumption test that they recommended. I have not paid any additional costs at this time, but I have lost the value of my car (as explained in my complaint) between the date I brought it in for service and they initiated the oil consumption test and the date the engine failed during that testing period. The blue book value on my model of car (2007 Camry) in Fair condition with a working engine but in need of engine repair is listed as $5,000 - $7,000. That would have been the value of my car when I took it in for service on 9/23/16. After the engine failed, the car's value is less than $500 for salvage unless it is repaired. I believe they should take responsibility for repairing the engine or compensate me for the lost value of the car given the fact that they did not properly diagnose the car and the engine subsequently failed while I was driving the car to complete an oil consumption test that they recommended. This Toyota website also documents the engine problem, the warranty information, and the TSB: http://www.toyoheadquarters.com/threads/excessive-oil-consumption-on-2az-fe-engi...⇄ Thank you, [redacted]
Mr. [redacted] purchased a 2004 [redacted] from Kings Toyota on 8/13/2014. The vehicle was purchased AS-IS. See the Attachments.
The transmission was not leaking at time of delivery. Our Used Car Manager make a one time good will offer to Mr. [redacted]. The offer was to install a used transmission...
at a cost of $560 plus tax. Kings Toyota would pay for 50% of the installation. Mr. [redacted] would owe $280 plus tax. Mr. [redacted] declined the offer.
I believe Kings Toyota may a very reasonable and fair offer considering the vehicle was purchased AS-IS. Let me know if I can answer any additional questions. [redacted]
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,
[redacted]
The first call was preliminary and saved work for the second day's call. We offered to split the call of the first day with the customer, but have not had a response as of yetAs for the scratch, the first technician on site did not work in the area of the scratch. On the follow-up
call, the technician noticed the scratch and showed the homeowner prior to any work done in that area
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** *** It is not the scratches that I am objecting to; it is the destroyed baseboard that will have to be fixed that I am concerned withIf *** wants to reimburse me for the damage, then I will pay half the bill for the Thursday call*** is not being honest when he says that I have not contacted him; I contacted twice since his offer of half priceThe technician destroyed the base board; it will need to be replace and painted.?
During our first service call for frozen pipes on 2/17/15, the heating zone in question was isolated from the rest of the home's heating system and the visible breaks on the first and second floors were repaired. This allowed us to attempt an air pressure test that was unsuccessful due to
frozen pipes and additional damaged pipes located in inaccessible locations. At this time, we recommended either trying to heat the crawl space to thaw the pipes or return in warmer weather when the pipes have thawed to finish the repairs and then install antifreeze in the heating system. At this time, the customer decided to wait until warmer weather. Upon our return on 4/16/15, it was found that somehow the pipes had gotten enough water back in them to refreeze and break again in the same locations that we had drained the water out in order to make the solder joint connections. It is our opinion that with the heating zone isolated from the rest of the system by ball valves, that there should have been no way for water to reintroduce itself up to the second floor enough to fill the repaired pipes and refreeze
We have been in touch with this customer and have made an offer of a partial credit, she has since stopped payment on her credit card for the full amount of the service and refuses to pay for any of the first call that was made.
We have done everything right by going through the manufacturer's recommendations.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I don't understand what the R.P. Waltz is saying. There is no mention of the destruction to the baseboards.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. If there should have been no way for the water to reintroduce itself to the second floor then this should be a red flag that perhaps the technicians initially there did not drain the water properly. I still do not understand how this error would fall to our finances when the only thing that would make the most sense is the water was not drained well. Also you note that it never should have gone up to the second floor but don't mention what happened on the first floor. I am frustrated that noone discussed that maybe there was an error in February and that is why the pipes refroze. Instead we were told that you did everything correctly but don't see how you know this in certainty since it makes no sense that water got back up to the second floor. You note that we chose to wait until warmer weather. We did this because it was what was recommended by the techs as we couldn't get to the crawl space. We are still very unhappy with the customer service in this situation. Sometimes things may have error and by not accepting that this MAY have happened and work with us you have made customers not ever wanting to use your company and very upset with the lack of discussion on this. You have stated that everything was done correctly and you would not pay for the costs of having to replace the same frozen pipes twice.
Regards,
[redacted]
The only way this line could have frozen again, in the same approximate area that had been previously repaired, water had to have been re-introduced into the line. Our Operations Manager is more than willing to meet with the homeowners to explain in greater detail.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company broke the transmission while repairing the rear oil seal. Most companies I am aware of will fix their a problem they cause for free and repair it right. King's told me it was not their fault. Yet, the transmission was working fine, even [redacted] who did repaired the car for other issues and looking over the car, did not fine the transmission leaking. What they found is the rear oil seal leaking which King's did not repair when doing some repairs due to agreement in buying the car. When they look over the oil seal leak, yes they agreed to pay for free, but before and the repair no mention was said the transmission was leaking. After the oil seal repair which involves taking the transmission off the engine, the car was picked up. it lost almost all transmission fluid which caused the engine light to come on only after about 90 mils. taking it to [redacted] they found the transmission leaking badly. when fixing the transmission they found the seal broken.
King's did not offer to fix the problem for free. Also they only offered a used transmission. A used transmission is not acceptable. There is no way to tell how bad;u owner used the transmission by pushing it to extremes, not filling fluid, etc. And no way to tell when it would break down. There are no new transmissions available for the car because the model is no longer made. So, the proper and safe way to fix it is to overhaul it so it remain safe and works right without leaking, etc. And [redacted] gives a 2 year guarantee if it breaks down again.
The way they review and repair is overall questionable. The agreement was to fix for example the rear seat belt. it was not done when the car was taken home for the first time. They also failed to repair the rear oil seal even though the original [redacted] I took the car to for review mentioned they did not think just the valve cover gasket was leaking. I said this to King's but they said only the valve gasket was leaking, there was no other leak. The [redacted] I took the car to for other repairs did find the rear oil seal leaking. The seat belt got done weeks later when the car was reviewed for the rear oil seal. Which also gave me an extreme worry they would not repair the transmission right.
I would have been better off having [redacted] fix the rear oil seal for $630 properly and they guarantee their work if something they goes wrong. Or better, I should have not bought the car as the cost of the car with repairs cost me about $10,000.00 plus many hours cleaning, waxing, and minor repairs like replacing spark plugs. there are similar new cars starting around $10,000.00. Or a minor option, I should of agreed to pay for the car less, estimated repairs and have Bob do it all.
Regards,
[redacted]
Customer was incorrect - we made only three (3) visits to his home, which the first two times, he was not at the location. The first service call was on 8/5/14. The technician went to the site and found that the compressor would not start. He determined that the capacitor was bad. He called [redacted] at...
tech support from the site to verify that the process of the testing to determine the failure of the capacitor was correct. [redacted] agreed. The capacitor was ordered. On 8/7/14, the same technician went back to install the capacitor, Once installed, the compressor was working.
Throughout this work process, our communication was with the customer’s wife only, The next day, we received a phone call from the customer, who was very unhappy on the phone, that the heater was not working. He spoke with our operations manager and the manager said that he would send the technician back to explain everything that was done on site for which the customer would not be charged.
The technician then made arrangements to meet the customer at home. When he arrived at the home, the homeowner wanted to call tech support, which they did and got a woman from tech support on the phone, She diagnosed that it could be the float Switch and that it should be replaced. The customer disregarded her findings and wanted to wait to speak with [redacted] from support. It was left with the technician, because [redacted] was not available that night, that the customer would call the next day and whatever part they deemed necessary, would be ordered and the customer would call us to install.
The operations manager spoke with the customer today (9/23/14), in reference to a phone message that was left on 9/18/14, when the operations manager was out of the office. When the manager called the customer, the technician that was on site was there so that there would be no miscommunication. The customer stated he had another company in there and was that the work we performed was incorrect and the customer wants all of his money back. The operations manager tried to explain to the customer, he would not hear of it and at that point, the conversation was made unpleasant by the customer with threats and then he hung up.
As of today, the homeowner has paid for the first service call fof $312.95. We have not received payment for the second service call on 8/7/14, for $192.62. The third service call was a courtesy call to try and satisfy the customer at no charge. We feel we provided service, went through the proper steps along with tech support and in conjunction with them, arrived at the same conclusion. We feel that the unpaid balance for the second service call for material and labor to install the capacitor should be paid in full.
In closing, I feel that this customer is being unrealistic in his claims of the amount of visits to his home, the conversation he had with the manager and the facts of the conversation he had with the manager. We would appreciate no more correspondence with him as he has sent an escalating e-mail to us after placing his complaint with Revdex.com.
Thanks for the opportunity to respond to Mr. [redacted]'s concern. I have attached copies of the Buyers Order,Buyers Guide and Warranty Disclaimer. All forms were signed by Mr. [redacted] indicating he understood the Pruis was purchased AS IS. In addition he was extended a 3 day exchange...
policy.
Two Kings Toyota Used Car Manager's ([redacted] and [redacted])have discussed the issue with Mr. [redacted] and have offered to pay for 50% of the necessary repairs. We will be happy to extend this repair offer until Oct 31,2014.
Let me know if you have any questions.
Best Regards, [redacted]el
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]
The first service call, 2/11/15, was at the hourly rate of $142.00 and the issue was no heat. When we got there, there were two issues: [redacted] piping was used on a heat system and was located in the outside wall, making it hard to thaw out. Typically, you have to bring the room up to...
temperature with another means of heat to thaw out that type of piping. Also, there was no hot water and the technician had to replace the mixing valve and relief valve. The work was done and the system was up and running. Due to the heat piping being [redacted] in type, the customer agreed to put a space heater in the room to thaw out the tubing. All this information was written on the customer's work order that was signed by the homeowner upon completion. The second service call, 5/12/15, was for a backed up drain in the basement. When the technician arrived, the washing machine drain was backing up. The technician then ran a drain cleaning machine down the drain, cleared the obstruction, then tested by running the water for fifteen minutes with no back up. The technician did recommend that the washing machine line be video inspected to make sure the line is clear of obstruction and explained that the washing machine drain is not legal, that there is an improper vent on the fixture. All of this information was written on the work order and then was also signed, again, by the homeowner upon completion.Our rates and charges are quoted as is the travel time on every service call prior to dispatching a technician. The homeowner lives in Durham, Maine and he must take that into consideration when he is figuring the time of the job. The GPS report shows the technician's time is accurate on the work order. We understand the customer's frustration with us, but we did not install the heat line in the outside wall. We also did not install the washing machine drain without the proper vent and declined to have us camera the line at the time of service. We provide the best service for the situations at hand. The technician documented and explained all the findings to the homeowner with recommendations.
On 9/29/16, we were scheduled to do an oil boiler cleaning. When the technician arrived, he documented that there was no pressure on the boiler. He tested the water feeder and determined that it was not working and had to be replaced. There was also a [redacted] vent that needed to be...
replaced. The tech then cleaned the oil boiler and purged the air out of the heat lines. The heat lines were circulating the water back to the boiler. At that point, the service call was complete. We returned the next day (9/30/16), because the heat zone would not shut off. It was determined that the check valve was stuck open preventing the water from stopping which caused the zone to heat and run nonstop. I explained to the customer the scenario that this is something that typically is hard to diagnosis because of the time it takes to determine. What I did for the customer is only charge him for the parts and the actual time it took to change them. This would be like he never left the job on the first service call and this part would have needed to be replaced either way. This ended up being a half of an hour in actual time. He was not charged for any other time for that call. Richard P Waltz Plumbing feels we have already addressed this issue with a fair resolution. Richard P Waltz Plumbing & Heating is an emergency based company and we believe in good customer service. Unfortunately, being emergency based, I am not always easily accessible, so I apologize for not being available that morning to call the customer back. When I did free up, he was taken care of in a timely manor.
Customer relations manager, [redacted], has reached out to customer with both an apology and confirmation that Kings Toyota would be refunding the $78.29 Mr. [redacted] spent to have his vehicle realigned at a different service location. Mr. [redacted] graciously accepted both the apology...
and the offer of the refund. CRM told customer he should expect a check sometime within the next 5 to 7 working days. Should he not receive it within that timeframe, he is to call Ms. Chattos direct.Regards,[redacted]Customer Relations ManagerKings Toyota Scion
Before processing the complaint, we need you to provide some additional information. Please respond to the following points: 1. Provide copy of Extended Warranty.2. Provide copy for Technical Service Bulletin, if you have one.3. Provide a copy of the repair bill for repair work performed as...
described in your Desired Resolution. I am attaching documents to respond to this query. 1. Note: I never received a print notice of the extended warranty; the letter provided here was found online. I do not know why I did not receive this information from Toyota, although it may have not been sent to my Ohio address after moving from Indiana. 2. The attached document noting the TSB is available online. 3. After towing my car to King's Toyota on 9/25, I requested they evaluate what caused the engine to fail. They are asking me to authorize $1,300 in labor to tear down the engine. I do not believe I should agree to this costs as they did not properly diagnose my car and the engine failed during an oil consumption test that they recommended. I have not paid any additional costs at this time, but I have lost the value of my car (as explained in my complaint) between the date I brought it in for service and they initiated the oil consumption test and the date the engine failed during that testing period. The blue book value on my model of car (2007 Camry) in Fair condition with a working engine but in need of engine repair is listed as $5,000 - $7,000. That would have been the value of my car when I took it in for service on 9/23/16. After the engine failed, the car's value is less than $500 for salvage unless it is repaired. I believe they should take responsibility for repairing the engine or compensate me for the lost value of the car given the fact that they did not properly diagnose the car and the engine subsequently failed while I was driving the car to complete an oil consumption test that they recommended. This Toyota website also documents the engine problem, the warranty information, and the TSB: http://www.toyoheadquarters.com/threads/excessive-oil-consumption-on-2az-fe-engi...⇄ Thank you, [redacted]
Mr. [redacted] purchased a 2004 [redacted] from Kings Toyota on 8/13/2014. The vehicle was purchased AS-IS. See the Attachments.
The transmission was not leaking at time of delivery. Our Used Car Manager make a one time good will offer to Mr. [redacted]. The offer was to install a used transmission...
at a cost of $560 plus tax. Kings Toyota would pay for 50% of the installation. Mr. [redacted] would owe $280 plus tax. Mr. [redacted] declined the offer.
I believe Kings Toyota may a very reasonable and fair offer considering the vehicle was purchased AS-IS. Let me know if I can answer any additional questions. [redacted]
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,
[redacted]