McDonough, Inc.

Took my new 4Runner in for first oil change and tire rotation first part of DecemberWhen I got it back, I had a vibrationTurns out, somehow while they were servicing it, my driveshaft got bentIt then went into my transfer caseIt was taken out of house to have tires balanced, which I wouldn't have known if my neighbor hadn't seen itI've picked it up the 7th time and not only do I have the vibration, my steering wheel is off center and out of alignmentNo accountabilityFunny, they keep telling me nothing's wrong

January
26,
Re:
ID #***
To
Whom It May Concern:
Customer
brought her car in on January 6, 2015, due to the heater blowing cold air
After the technician diagnosed the issue, we were asked to get a price on an
instrument panel junction
block located inside the vehicle under the dashWe
then priced out a Toyota part *** for $(Toyota listed price)The
total estimate with labor was originally $1,The customer said this was
too muchSo we then searched for a junction block on ***, and did locate one
for $225.00, selling to customer at $with our mark-upAfter contacting
seller to verify VIN, part was removed from ***, found this part
not compatible with customer’s carSo we then proceeded to locate one from a
junk yard using the vehicle identification number to make sure it matched the
part number for the customer’s vehicle
Customer
informed us yesterday (after repair was completed), January 21st,
2015, she was able to locate the same part through *** *** *** ***After speaking with ***, the customer had located a fuse
block for under the hood (which was $as customer stated); however, this is
not the correct partHad the customer purchased this part, they most likely would
have not been able to return the part depending on ***’s electrical part
return policy
Our
parts department spent numerous hours trying to locate the correct part,
calling various junkyards, obtaining the VIN’s to be sure the part was
compatibleWe were then able to order the part, in which we received and
installed into the customer’s vehicle keeping the same quote as originally
agreed to by the customer at $including a 10% discountWe kept the
vehicle another day to test drive and determine issue was correctedWe also
provided the customer with a rental vehicle from January 6th through
January 21st with no expense to the customerThe customer then
requested to see invoices of where we obtained the part and what we paid for it,
but this is not company policy
The
customer called in January 21st, 2015, asking for a discount on the
part since the customer felt they had been misled on where the part was coming
fromThe Part’s Manager then reviewed previous service history, and determined
the customer had purchased the vehicle from our dealership and had returned for
regular services, so provided the part at a discounted price of $263.00,
($below agreed quote)The customer agreed with the discountThe
customer picked up her vehicle and paid in full that eveningThe dealership
then received a complaint filed with the Revdex.com today, in which, the customer had
filed yesterday morning before the conversation with the Part’s Manager had
taken place
If
the customer still requests a copy of the original invoice of where the part
was purchased, *** inquiries regarding compatibility, *** quote for
incorrect part, and receipt from junkyard where the part was purchased can be
released per the Owner

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Customer Service Representative I had been speaking with through the entirety of my vehicle being at the establishment blatantly lied about where the part was coming from The price I was quoted was supposed to be for a part coming from *** We never discussed the part coming from the junkyard Never was I informed about the part coming from the junkyard until after the first part malfunctioned and stopped working while my vehicle was being repaired After the part malfunctioned and I was told the part came from the junkyard, I specifically made it clear that I didn't want the part coming from the junkyard, but the Parts Department proceeded to get the part from the junkyard anyway, but I was told it came from *** After speaking to a gentlemen from the Parts Department, was I informed that the second part indeed came from the junkyard If this establishment was trying to save me money, why was the price still the same even though the part came from junkyard? Before I decided to get other services done (oil change and brake light replacement), the total was $678, more than originally quoted ($675) Only after I was informed about the part coming from a junkyard (after my car was repaired) that I called and priced the part because it was still being said that the part came from *** I never knew anything about a discount in the original quote and if there was a discount, this establishment was going to get the part from the junkyard anyway without my consent or knowledge and charge me the price as if it were coming from *** I thought I could trust this company, but I am unsure of that after this experience I have gotten service at this establishement for years, since purchasing my car, and this is most exhausting and unsatisfying experience to date. What I was charged for was not what was discussed Getting my part from the junkyard was not a part of the agreement with this establishment I agreed to a total of $with the part coming from *** Allow me, and other customers for that matter, to make the decision of where their car parts come from
Regards,
*** ***

Took my new 4Runner in for first oil change and tire rotation first part of December. When I got it back, I had a vibration. Turns out, somehow while they were servicing it, my driveshaft got bent. It then went into my transfer case. It was taken out of house to have tires balanced, which I wouldn't have known if my neighbor hadn't seen it. I've picked it up the 7th time and not only do I have the vibration, my steering wheel is off center and out of alignment. No accountability. Funny, they keep telling me nothing's wrong

Review: Hello,

I am currently getting my car serviced at McDonough Toyota in [redacted]. My car has been there for two weeks because of a problem I am having with the heat in the car. On January 5, I took my car to McDonough to get further diagnosing, which they told me it was an AC amplifier and was quoted a total of $540. After replacing the part, the problem wasn't solved. They said they didn't charge me for the part because they were able to return it. I am unsure of the labor charge, which should have been part of the diagnosing. They had another tech look at it who said it was the junction block and quoted me $675 if they ordered the part from [redacted]. I ok'd for them to order the part from [redacted] because I could not afford a Toyota part, which would have doubled my total, and was told the part would be in the following week. On January 13, I received a call from a service department employee saying the part had arrived and is installed, and everything seems to be working fine, but want to keep my vehicle for another day to make sure everything is in working order. On January 14, she called me back and told me the part didn't work and that the part came from a junkyard and now was unable to find the part on [redacted]. When I asked why the part wasn't ordered from [redacted] when they said they found it and getting the part from the junkyard was never discussed or ok'd by me, she replied, "we were trying to save you some money". I then told them to keep looking for the part on [redacted] and to actually order it instead of telling me they ordered it and getting it from somewhere else without my knowledge. On January 15, she called and said they were still trying to find the part on [redacted]. Meanwhile, myself and someone else was also searching the part on [redacted] and other places and not being able to find it, but miraculously they "found" the part on [redacted] and the part was $399, and I requested that I have a receipt from [redacted] as proof that they purchased it from [redacted] and not from another junkyard. I was told that she would see about getting me a receipt and that the part would be in the middle of the following week. On January 20, she called and said the car was fixed, but when asked about the [redacted] receipt was told I couldn't get a receipt, I only could get the receipt that they write up. And when asked how would I know the part didn't come from a junkyard, I was told "no, the part came from [redacted]" and that I could speak with the parts department manager regarding my issue. I was given a total of $678, which allegedly included a $105 discount, but the total is still more than I was initially quoted. I called the parts department and was told by the guy in the parts department that the part did not come from [redacted] and that it in fact came from another junkyard, which a friend of the dealership owns. When I requested to get a receipt that displayed the transaction between the dealership and the junkyard to see the cost of the part, I was told someone from the accounting department would have to contact me. I called a random junkyard, [redacted], in [redacted], they were able to find the part at another junkyard in Northern Virginia, [redacted], for $125. This company is blatantly lying to me about where the parts for my car came from and the costs associated with the parts.

Thank youDesired Settlement: This business has the responsibility of providing me with the receipts on where the parts for my car came from. They have lied to me multiple times and need to adjust my bill acccordingly or refund me the difference.

Business

Response:

January

26, 2015

Re:

ID #[redacted]

To

Whom It May Concern:

Customer

brought her car in on January 6, 2015, due to the heater blowing cold air.

After the technician diagnosed the issue, we were asked to get a price on an

instrument panel junction block located inside the vehicle under the dash. We

then priced out a Toyota part [redacted] for $797.12 (Toyota listed price). The

total estimate with labor was originally $1,150.00. The customer said this was

too much. So we then searched for a junction block on [redacted], and did locate one

for $225.00, selling to customer at $399.00 with our mark-up. After contacting

seller to verify VIN, part was removed from [redacted], found this part

not compatible with customer’s car. So we then proceeded to locate one from a

junk yard using the vehicle identification number to make sure it matched the

part number for the customer’s vehicle.

Customer

informed us yesterday (after repair was completed), January 21st,

2015, she was able to locate the same part through [redacted]. After speaking with [redacted], the customer had located a fuse

block for under the hood (which was $125 as customer stated); however, this is

not the correct part. Had the customer purchased this part, they most likely would

have not been able to return the part depending on [redacted]’s electrical part

return policy.

Our

parts department spent numerous hours trying to locate the correct part,

calling various junkyards, obtaining the VIN’s to be sure the part was

compatible. We were then able to order the part, in which we received and

installed into the customer’s vehicle keeping the same quote as originally

agreed to by the customer at $675.00 including a 10% discount. We kept the

vehicle another day to test drive and determine issue was corrected. We also

provided the customer with a rental vehicle from January 6th through

January 21st with no expense to the customer. The customer then

requested to see invoices of where we obtained the part and what we paid for it,

but this is not company policy.

The

customer called in January 21st, 2015, asking for a discount on the

part since the customer felt they had been misled on where the part was coming

from. The Part’s Manager then reviewed previous service history, and determined

the customer had purchased the vehicle from our dealership and had returned for

regular services, so provided the part at a discounted price of $263.00,

($136.00 below agreed quote). The customer agreed with the discount. The

customer picked up her vehicle and paid in full that evening. The dealership

then received a complaint filed with the Revdex.com today, in which, the customer had

filed yesterday morning before the conversation with the Part’s Manager had

taken place.

If

the customer still requests a copy of the original invoice of where the part

was purchased, [redacted] inquiries regarding compatibility, [redacted] quote for

incorrect part, and receipt from junkyard where the part was purchased can be

released per the Owner.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The Customer Service Representative I had been speaking with through the entirety of my vehicle being at the establishment blatantly lied about where the part was coming from. The price I was quoted was supposed to be for a part coming from [redacted]. We never discussed the part coming from the junkyard. Never was I informed about the part coming from the junkyard until after the first part malfunctioned and stopped working while my vehicle was being repaired. After the part malfunctioned and I was told the part came from the junkyard, I specifically made it clear that I didn't want the part coming from the junkyard, but the Parts Department proceeded to get the part from the junkyard anyway, but I was told it came from [redacted]. After speaking to a gentlemen from the Parts Department, was I informed that the second part indeed came from the junkyard. If this establishment was trying to save me money, why was the price still the same even though the part came from junkyard? Before I decided to get other services done (oil change and brake light replacement), the total was $678, more than originally quoted ($675). Only after I was informed about the part coming from a junkyard (after my car was repaired) that I called and priced the part because it was still being said that the part came from [redacted]. I never knew anything about a discount in the original quote and if there was a discount, this establishment was going to get the part from the junkyard anyway without my consent or knowledge and charge me the price as if it were coming from [redacted]. I thought I could trust this company, but I am unsure of that after this experience. I have gotten service at this establishement for 3 years, since purchasing my car, and this is most exhausting and unsatisfying experience to date. What I was charged for was not what was discussed. Getting my part from the junkyard was not a part of the agreement with this establishment. I agreed to a total of $675 with the part coming from [redacted]. Allow me, and other customers for that matter, to make the decision of where their car parts come from.

Regards,