Initial Business Response / [redacted] (1000, 5, 2015/10/10) */ Complaint resolution: Re: [redacted] Dear Sir or Madam, We have received and reviewed Mr [redacted] 's fileOn multiple occasions our Sales Manager as well as our Finance Manager have explained that the entire contract Mr [redacted] was to have received was given to him and explained to him on the day of his original purchaseThis has all been reviewed multiple times since thenThere is no package coming from the warranty companyWe have contacted the representative from the actual warranty company who will be contacting Mr [redacted] to explain this and to also send him another copy of the contract which he was already been givenIf there were more that we could do as a dealership we would do it but there is nothing else that can be done Any further questions can be directed to Dan Ngo at (XXX) XXX-XXXX who is more than happy to assist in this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/08/13) */ My response is based on what I can remember since the system is currently down Until the Revdex.com contact we were unaware that there was an issueOur records show that Ms [redacted] has only contacted the dealership once since her original purchaseOn April 23RD she visited our Service DepartmentHer Repair Order states that her car shookOur Technician drove the car to verify the concern and found nothing "the car did not shake" and drove as it was designedHe did take it a step further and checked the tire pressureHe found one tire that was low (only grams)He added the extra air to the tire and balanced all four tires "at no cost"There has been no other contact since 4/23/ Regarding the complaint of paying too much for the vehicle, I don't even know how to respondWe did look up the current retail Kelly Blue Book value and found it to be considerably higher than statedI do know this, Kelly Blue Book values rarely increase over timeIn almost five months since the original purchase the value has changed several times If there was an issue with the vehicle we are confident our Technician would have found itEven if a Toyota Technician couldn't find it, it stands to reason that the "Certified" Nissan Technician would haveBoth Dealerships have monetary incentive to find an issueNissan would pay if there were a factory defect involvedThe car is most likely still under the factory warranty as it is a and only had 7,miles on it when it was in our shop on April 23RD of this year We would be happy to inspect the car again at no charge Best regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Merced Toyota (***) is unacceptableFirst of all, I don't know which Kelly Blue Book they are looking atI barely checked a few minutes agoThe Fair Purchase value when bought from a dealer is between $11,and $12,The cash price, sold to me was $15,487.00, with interest and other fees, it amounted to $20366;56;These figures were not mentioned in their responseShow the MathOn April 23, 2014; I took the vehicle in for serviceI didn't say the vehicle shakes, I stated it pulls to the sidesSupposedly, they took care of it, but it continued giving me issuesI went back on June or June 29th, I said I didn't want the vehicle, and to take back because I was risking my life driving itThey said bring it in for serviceI said, " I already did, but it still having the same issueThey said, there is nothing we can do then, is between you and Westamerica bank, you are on your own" I took it to Lithia Nissan Dealer in Fresno, they inspected the vehicle, and admitted is unstable on the highwayIndeed, both dealerships have monetary incentives to check itUnfortunately, mechanically, they can claim is functioning goodBut, Lithia Nissan did say the car is unstable on the highway because of the way the car was designedThe wheel base is too narrow, they say, and because of aerodynamics and weight it sways on the HighwayTherefore, because of a poorly designed vehicle, my credit is going to be greatly affected because I am not risking my life driving a vehicle that was poorly designedI make Nissan accountable too I wish consumers had more just laws that could protect us from poorly designed vehicles and these dealershipsI make a call to the people that implement laws regarding the safety of consumers when driving these vehicles I still expect Merced Toyota to take the vehicle back, and give me a refund for my Alero Oldsmobile I traded in, and the payments I have made Final Business Response / [redacted] (4000, 9, 2014/08/15) */ Good morning, I'm sorry that our response is unacceptableWe are dealing with the facts as we know themWe will do our best to address your concerns again We used the "Actual" Kelly Blue BookThis is a paid for service that is unavailable to the public unless you pay for itIt gives precise data based on a number of factorsThe Blue Book available to the public at no cost can be found at KBB.COMIn researching your comments we have found that this is the service you are usingThat being said, you must put in precise information such as the year, make, and "specific" model, miles and options, IE power windows etcExcluding any of these items can greatly reduce or enhance your valuesThis free to the public source will not give a precise numberIt just gives a "Between this and that range"You said that according to what you were looking at "The Fair Purchase Value When bought from a dealer is between $11,418.00-$12,When we ran the same report, based on the exact information from your car (including model, equipment, and estimated mileage) the Buy from a Dealer" price is between $12,665.00-$15,You can find this information for yourself at http://www.kbb.com/nissan/versa/2013-nissan-versa/sv-sedan-4d/?vehicleid=XXXXXX&...⇄ Another factor that most people do not realize is that Kelly Blue Book updates their information weeklyIn the case of your car there have been approximately updates since your purchase on 3/30/As we said in our previous response, "used car values rarely go up"That being said, the price you paid almost five months ago is still within range of the price you paid As to not responding to the overall amount you are payingYou clearly know the figures and we did not want to insult youThose numbers include the selling price, tax, license, documentation, warranty, gap and interestRegardless of what you pay for a car there are still other fees involved that we do not control As for your car pulling to one side or the otherThere was nothing to take care of with your car since it did not pull to one side or the other when our Technician inspected itAs a courtesy to you we topped off the air in one of your tires because it was grams lowBeing grams low in one tire generally does not create a drivability issueWe also balanced the wheels for youThis was all done at no cost There is no reason to take a car back five months after the purchase, nor can we repair a car that is not brokenIf you feel there is a problem with the car we will gladly have one of our Certified Technicians, Our Service Manager, and myself inspect the car for you, in your presence at no costWe will also be more than happy to review Kelly Blue Book and your contract with youWe have won many awards over the years for customer service and have an A+ rating with the very company you filed your complaint withWe take customer satisfaction very seriously Best regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still don't agree because I don't understand how a new versa can cost $14,with all options included, people can check the KBB now, and yet, Merced Toyota sold me a used versa with miles for $15,Well, I just hope people can see this online and come up with their own conclusionsYou just won't accept you were dishonestI guess it's not convenient for your business and it's not going to happenI hope you don't get rated At anymoreYou just DON'T deserve it It was a bad experience doing business with your dealership
Initial Business Response /* (1000, 5, 2016/04/20) */
On March 31, we performed an ECM Reflash procedure on the customer's 4RunnerAt that time, the 4Runner had 121,miles on the odometer
The procedure was performed as part of Toyota's Limited Service Campaign to install
Smart Stop Technology on the 4Runner (and other applicable model and model year vehicles)This feature will cut engine power in case of simultaneous application of both the accelerator and brake pedal at certain speeds and in certain driving conditions
The reflash procedure was performed by a qualified Toyota technicianThe procedure included accessing the 4Runner's ECM (Electronic Control Module) and installing a software upgradeOnce the software is updated, the technician then made sure the 4Runner did not exhibit any trouble codesThe technician then attached the authorized vehicle modification label to the under-side of the hood and filled out said labelThe information on the label included the replacement ECM, new calibration ID, dealer code, date completed and campaign code
As part of the service offered to all customers, the technician also performed a multi-appoint inspection
During this procedure, the technician discovered that the ABS had light come onWe informed the customer and provided a loaner vehicle for her use while the 4Runner underwent further diagnostic
It was discovered that the 4Runner had a malfunctioned ABS actuatorThis malfunction was not due to the ECM reflash procedure
The cost to make the repair to the ABS actuator pump was $
On behalf of the customer, we presented the matter to the Toyota District Parts and Service Manager (DSPM)The DSPM agreed to pay one-third of the repair cost, as a goodwill gestureAs a further goodwill gesture, Merced Toyota is paying one-third of the repair
The customer was presented with this proposal and happy with the resolutionThe repair was performed and the customer picked up the 4Runner on April 20,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of the Business Response from Merced Toyota regarding my aforementioned complaint and caseThe response from Merced Toyota directly supports my initial complaint as follows:
My vehicle was in working order after the initial recall work/procedure was completedThe courtesy services were not reviewed before hand with meI did not assume responsibility for damage done to my properly working vehicle while Merced Toyota performed their courtesy services
In their response they claim that the ABS light went on while they performed their courtesy serviceIf you note on copy of such service there is no indication that the ABS light went on during this procedure and required further diagnosticIn fact, the only thing noted on there is a poor fitting gas cap and after market oil filterThere is nothing noted on there to indicate that anything found required immediate attention
But if you review the technician's log it states that while performing the BST campaign the ABS light came on and unable to resetNO other repairs were performed on reflashI find this contradicting information from Merced Toyota
To state that the ABS actuator malfunction was in fact, not due to the ECM reflash procedure would require PROOF that it wasn'tNone of the lights on my vehicle were on when I left it in the care of Merced Toyota
If they were positive that the ECM reflash procedure did not create the ABS actuator malfunction, then why would it take them over weeks to try and diagnose what went onHow can you be sure it wasn't the cause and not know what the cause wasA broken ABS actuator pump is not difficult to diagnose as I researched with three certified Toyota repair shopsI was specifically told by them that "they don't know what happened after trying to diagnose the problem but that a part broke and I would have to pay for it"That it was bound to break today, tomorrow, the next day or in the near future!
There are no other sequences reflecting that the problem was solved with the replacement of a broken fuse as noted on the technician's log
For them to state that the repair was performed and customer was happy with resolution is a blatant lie!!
Please refer to all invoices/paperwork where I circled on their report card their POOR SERVICEThey would not release my vehicle until I paid for itI need my vehicle as I'm a single working mother of two small children and my vehicle was being held as ransom since they couldn't figure out what they did while performing the reflashTo state that I was happy with the resolution is disgusting!!
For them to attach their valued customer letter stating: They are THE BEST THAT THEY CAN BE! That they are a DEALERSHIP YOU CAN TRUST! That EXCELLENCE IS THEIR GOAL! NOT!!!!!!!!!
I needed my vehicle back I had no sense of confidence and felt like the entire situation had been fabricated
I have called several dealerships and vendors and the amount charged for the ABS actuator from Merced Toyota is dramatically inflated over my other quotesFurther evidence of inpropriety!
When I went to pick up my vehicle I asked for the broken ABS actuator and was told I could not have it, that Merced Toyota needed to check with "Toyota" to see if they needed it and I would be called once they determined thatI have not been called back as of today
This is my last good faith effort to resolve this situation to my satisfaction and as they claim I'm a VALUED customer of Toyota, without proceeding with legal actions to pursue a remedy
Final Business Response /* (4000, 13, 2016/05/26) */
On May 12, 2016, we had a visit from Mr*** ***, Program Representative I - Field Operations & Enforcement Division of the Bureau of Automotive Repair, Department of Consumer Affairs
Mr*** spent about three hours in the Service department investigating the claims made by Ms*** *** During this time, Mr*** interviewed *** ***, Service Manager; reviewed all pertinent paperwork, including the recall notice, repair order, technician notes
Mr*** was very thorough in his investigationsAt the end of which, Mr*** advised us that he was satisfied of our performance of the recall and that any malfunction of the brakes was unrelated
Mr*** expressed his opinion that the goodwill we extended to Ms*** in absorbing one-third of the repair cost, together with the one-third paid by Toyota was more than adequate
We are satisfied that everything that could have been done for Ms*** has been doneWe appreciate the Revdex.com providing this opportunity to clarify the facts involved
Final Consumer Response /* (2000, 16, 2016/06/02) */
Initial Business Response /* (1000, 5, 2014/08/13) */
My response is based on what I can remember since the system is currently down.
Until the Revdex.com contact we were unaware that there was an issue. Our records show that Ms. [redacted] has only contacted the dealership once since her original...
purchase. On April 23RD she visited our Service Department. Her Repair Order states that her car shook. Our Technician drove the car to verify the concern and found nothing "the car did not shake" and drove as it was designed. He did take it a step further and checked the tire pressure. He found one tire that was low (only 10 grams). He added the extra air to the tire and balanced all four tires "at no cost". There has been no other contact since 4/23/2014.
Regarding the complaint of paying too much for the vehicle, I don't even know how to respond. We did look up the current retail Kelly Blue Book value and found it to be considerably higher than stated. I do know this, Kelly Blue Book values rarely increase over time. In almost five months since the original purchase the value has changed several times.
If there was an issue with the vehicle we are confident our Technician would have found it. Even if a Toyota Technician couldn't find it, it stands to reason that the "Certified" Nissan Technician would have. Both Dealerships have monetary incentive to find an issue. Nissan would pay if there were a factory defect involved. The car is most likely still under the factory warranty as it is a 2013 and only had 7,083 miles on it when it was in our shop on April 23RD of this year.
We would be happy to inspect the car again at no charge.
Best regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Merced Toyota ([redacted]) is unacceptable. First of all, I don't know which Kelly Blue Book they are looking at. I barely checked a few minutes ago. The Fair Purchase value when bought from a dealer is between $11,418 and $12,807. The cash price, sold to me was $15,487.00, with interest and other fees, it amounted to $20366;56;. These figures were not mentioned in their response. Show the Math. On April 23, 2014; I took the vehicle in for service. I didn't say the vehicle shakes, I stated it pulls to the sides. Supposedly, they took care of it, but it continued giving me issues. I went back on June 28 or June 29th, I said I didn't want the vehicle, and to take back because I was risking my life driving it. They said bring it in for service. I said, " I already did, but it still having the same issue. They said, there is nothing we can do then, is between you and Westamerica bank, you are on your own"
I took it to Lithia Nissan Dealer in Fresno, they inspected the vehicle, and admitted is unstable on the highway. Indeed, both dealerships have monetary incentives to check it. Unfortunately, mechanically, they can claim is functioning good. But, Lithia Nissan did say the car is unstable on the highway because of the way the car was designed. The wheel base is too narrow, they say, and because of aerodynamics and weight it sways on the Highway. Therefore, because of a poorly designed vehicle, my credit is going to be greatly affected because I am not risking my life driving a vehicle that was poorly designed. I make Nissan accountable too.
I wish consumers had more just laws that could protect us from poorly designed vehicles and these dealerships. I make a call to the people that implement laws regarding the safety of consumers when driving these vehicles.
I still expect Merced Toyota to take the vehicle back, and give me a refund for my Alero Oldsmobile I traded in, and the payments I have made.
Final Business Response /* (4000, 9, 2014/08/15) */
Good morning,
I'm sorry that our response is unacceptable. We are dealing with the facts as we know them. We will do our best to address your concerns again.
We used the "Actual" Kelly Blue Book. This is a paid for service that is unavailable to the public unless you pay for it. It gives precise data based on a number of factors. The Blue Book available to the public at no cost can be found at KBB.COM. In researching your comments we have found that this is the service you are using. That being said, you must put in precise information such as the year, make, and "specific" model, miles and options, IE power windows etc. Excluding any of these items can greatly reduce or enhance your values. This free to the public source will not give a precise number. It just gives a "Between this and that range". You said that according to what you were looking at "The Fair Purchase Value When bought from a dealer is between $11,418.00-$12,807.00. When we ran the same report, based on the exact information from your car (including model, equipment, and estimated mileage) the Buy from a Dealer" price is between $12,665.00-$15,724.00. You can find this information for yourself at http://www.kbb.com/nissan/versa/2013-nissan-versa/sv-sedan-4d/?vehicleid=XXXXXX&...⇄
Another factor that most people do not realize is that Kelly Blue Book updates their information weekly. In the case of your car there have been approximately 19 updates since your purchase on 3/30/14. As we said in our previous response, "used car values rarely go up". That being said, the price you paid almost five months ago is still within range of the price you paid.
As to not responding to the overall amount you are paying. You clearly know the figures and we did not want to insult you. Those numbers include the selling price, tax, license, documentation, warranty, gap and interest. Regardless of what you pay for a car there are still other fees involved that we do not control.
As for your car pulling to one side or the other. There was nothing to take care of with your car since it did not pull to one side or the other when our Technician inspected it. As a courtesy to you we topped off the air in one of your tires because it was 10 grams low. Being 10 grams low in one tire generally does not create a drivability issue. We also balanced the wheels for you. This was all done at no cost.
There is no reason to take a car back five months after the purchase, nor can we repair a car that is not broken. If you feel there is a problem with the car we will gladly have one of our Certified Technicians, Our Service Manager, and myself inspect the car for you, in your presence at no cost. We will also be more than happy to review Kelly Blue Book and your contract with you. We have won many awards over the years for customer service and have an A+ rating with the very company you filed your complaint with. We take customer satisfaction very seriously.
Best regards,
[redacted]
Final Consumer Response /* (4200, 11, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still don't agree because I don't understand how a new versa 2014 can cost $14,662.00 with all options included, people can check the KBB now, and yet, Merced Toyota sold me a used versa 2013 with 6000 miles for $15,457. Well, I just hope people can see this online and come up with their own conclusions. You just won't accept you were dishonest. I guess it's not convenient for your business and it's not going to happen. I hope you don't get rated At anymore. You just DON'T deserve it.
It was a bad experience doing business with your dealership.
Initial Business Response /* (1000, 5, 2015/10/10) */
Complaint resolution:
Re: [redacted].
Dear Sir or Madam,
We have received and reviewed Mr. [redacted]'s file. On multiple occasions our Sales Manager as well as our Finance Manager have explained that the entire contract...
Mr. [redacted] was to have received was given to him and explained to him on the day of his original purchase. This has all been reviewed multiple times since then. There is no package coming from the warranty company. We have contacted the representative from the actual warranty company who will be contacting Mr. [redacted] to explain this and to also send him another copy of the contract which he was already been given. If there were more that we could do as a dealership we would do it but there is nothing else that can be done.
Any further questions can be directed to Dan Ngo at (XXX) XXX-XXXX who is more than happy to assist in this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 5, 2015/05/13) */
Hello
Thank you for the response. I went in and spoke to the general manager, [redacted] today and he agreed to return my vehicle to me at no charge beyond the initial check engine estimate of $120. They will replace the original transmission the...
car came with and remove the new transmission they installed without authorization. It had to quote my rights as stated in the Bureau of Automobile Repair for him to take action but no further action is needed.
Best,
[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/10) */ Complaint resolution: Re: [redacted] Dear Sir or Madam, We have received and reviewed Mr [redacted] 's fileOn multiple occasions our Sales Manager as well as our Finance Manager have explained that the entire contract Mr [redacted] was to have received was given to him and explained to him on the day of his original purchaseThis has all been reviewed multiple times since thenThere is no package coming from the warranty companyWe have contacted the representative from the actual warranty company who will be contacting Mr [redacted] to explain this and to also send him another copy of the contract which he was already been givenIf there were more that we could do as a dealership we would do it but there is nothing else that can be done Any further questions can be directed to Dan Ngo at (XXX) XXX-XXXX who is more than happy to assist in this matter Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/08/13) */ My response is based on what I can remember since the system is currently down Until the Revdex.com contact we were unaware that there was an issueOur records show that Ms [redacted] has only contacted the dealership once since her original purchaseOn April 23RD she visited our Service DepartmentHer Repair Order states that her car shookOur Technician drove the car to verify the concern and found nothing "the car did not shake" and drove as it was designedHe did take it a step further and checked the tire pressureHe found one tire that was low (only grams)He added the extra air to the tire and balanced all four tires "at no cost"There has been no other contact since 4/23/ Regarding the complaint of paying too much for the vehicle, I don't even know how to respondWe did look up the current retail Kelly Blue Book value and found it to be considerably higher than statedI do know this, Kelly Blue Book values rarely increase over timeIn almost five months since the original purchase the value has changed several times If there was an issue with the vehicle we are confident our Technician would have found itEven if a Toyota Technician couldn't find it, it stands to reason that the "Certified" Nissan Technician would haveBoth Dealerships have monetary incentive to find an issueNissan would pay if there were a factory defect involvedThe car is most likely still under the factory warranty as it is a and only had 7,miles on it when it was in our shop on April 23RD of this year We would be happy to inspect the car again at no charge Best regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Merced Toyota (***) is unacceptableFirst of all, I don't know which Kelly Blue Book they are looking atI barely checked a few minutes agoThe Fair Purchase value when bought from a dealer is between $11,and $12,The cash price, sold to me was $15,487.00, with interest and other fees, it amounted to $20366;56;These figures were not mentioned in their responseShow the MathOn April 23, 2014; I took the vehicle in for serviceI didn't say the vehicle shakes, I stated it pulls to the sidesSupposedly, they took care of it, but it continued giving me issuesI went back on June or June 29th, I said I didn't want the vehicle, and to take back because I was risking my life driving itThey said bring it in for serviceI said, " I already did, but it still having the same issueThey said, there is nothing we can do then, is between you and Westamerica bank, you are on your own" I took it to Lithia Nissan Dealer in Fresno, they inspected the vehicle, and admitted is unstable on the highwayIndeed, both dealerships have monetary incentives to check itUnfortunately, mechanically, they can claim is functioning goodBut, Lithia Nissan did say the car is unstable on the highway because of the way the car was designedThe wheel base is too narrow, they say, and because of aerodynamics and weight it sways on the HighwayTherefore, because of a poorly designed vehicle, my credit is going to be greatly affected because I am not risking my life driving a vehicle that was poorly designedI make Nissan accountable too I wish consumers had more just laws that could protect us from poorly designed vehicles and these dealershipsI make a call to the people that implement laws regarding the safety of consumers when driving these vehicles I still expect Merced Toyota to take the vehicle back, and give me a refund for my Alero Oldsmobile I traded in, and the payments I have made Final Business Response / [redacted] (4000, 9, 2014/08/15) */ Good morning, I'm sorry that our response is unacceptableWe are dealing with the facts as we know themWe will do our best to address your concerns again We used the "Actual" Kelly Blue BookThis is a paid for service that is unavailable to the public unless you pay for itIt gives precise data based on a number of factorsThe Blue Book available to the public at no cost can be found at KBB.COMIn researching your comments we have found that this is the service you are usingThat being said, you must put in precise information such as the year, make, and "specific" model, miles and options, IE power windows etcExcluding any of these items can greatly reduce or enhance your valuesThis free to the public source will not give a precise numberIt just gives a "Between this and that range"You said that according to what you were looking at "The Fair Purchase Value When bought from a dealer is between $11,418.00-$12,When we ran the same report, based on the exact information from your car (including model, equipment, and estimated mileage) the Buy from a Dealer" price is between $12,665.00-$15,You can find this information for yourself at http://www.kbb.com/nissan/versa/2013-nissan-versa/sv-sedan-4d/?vehicleid=XXXXXX&...⇄ Another factor that most people do not realize is that Kelly Blue Book updates their information weeklyIn the case of your car there have been approximately updates since your purchase on 3/30/As we said in our previous response, "used car values rarely go up"That being said, the price you paid almost five months ago is still within range of the price you paid As to not responding to the overall amount you are payingYou clearly know the figures and we did not want to insult youThose numbers include the selling price, tax, license, documentation, warranty, gap and interestRegardless of what you pay for a car there are still other fees involved that we do not control As for your car pulling to one side or the otherThere was nothing to take care of with your car since it did not pull to one side or the other when our Technician inspected itAs a courtesy to you we topped off the air in one of your tires because it was grams lowBeing grams low in one tire generally does not create a drivability issueWe also balanced the wheels for youThis was all done at no cost There is no reason to take a car back five months after the purchase, nor can we repair a car that is not brokenIf you feel there is a problem with the car we will gladly have one of our Certified Technicians, Our Service Manager, and myself inspect the car for you, in your presence at no costWe will also be more than happy to review Kelly Blue Book and your contract with youWe have won many awards over the years for customer service and have an A+ rating with the very company you filed your complaint withWe take customer satisfaction very seriously Best regards, [redacted] Final Consumer Response / [redacted] (4200, 11, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still don't agree because I don't understand how a new versa can cost $14,with all options included, people can check the KBB now, and yet, Merced Toyota sold me a used versa with miles for $15,Well, I just hope people can see this online and come up with their own conclusionsYou just won't accept you were dishonestI guess it's not convenient for your business and it's not going to happenI hope you don't get rated At anymoreYou just DON'T deserve it It was a bad experience doing business with your dealership
Initial Business Response /* (1000, 5, 2016/04/20) */
On March 31, we performed an ECM Reflash procedure on the customer's 4RunnerAt that time, the 4Runner had 121,miles on the odometer
The procedure was performed as part of Toyota's Limited Service Campaign to install
Smart Stop Technology on the 4Runner (and other applicable model and model year vehicles)This feature will cut engine power in case of simultaneous application of both the accelerator and brake pedal at certain speeds and in certain driving conditions
The reflash procedure was performed by a qualified Toyota technicianThe procedure included accessing the 4Runner's ECM (Electronic Control Module) and installing a software upgradeOnce the software is updated, the technician then made sure the 4Runner did not exhibit any trouble codesThe technician then attached the authorized vehicle modification label to the under-side of the hood and filled out said labelThe information on the label included the replacement ECM, new calibration ID, dealer code, date completed and campaign code
As part of the service offered to all customers, the technician also performed a multi-appoint inspection
During this procedure, the technician discovered that the ABS had light come onWe informed the customer and provided a loaner vehicle for her use while the 4Runner underwent further diagnostic
It was discovered that the 4Runner had a malfunctioned ABS actuatorThis malfunction was not due to the ECM reflash procedure
The cost to make the repair to the ABS actuator pump was $
On behalf of the customer, we presented the matter to the Toyota District Parts and Service Manager (DSPM)The DSPM agreed to pay one-third of the repair cost, as a goodwill gestureAs a further goodwill gesture, Merced Toyota is paying one-third of the repair
The customer was presented with this proposal and happy with the resolutionThe repair was performed and the customer picked up the 4Runner on April 20,
Initial Consumer Rebuttal /* (3000, 7, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of the Business Response from Merced Toyota regarding my aforementioned complaint and caseThe response from Merced Toyota directly supports my initial complaint as follows:
My vehicle was in working order after the initial recall work/procedure was completedThe courtesy services were not reviewed before hand with meI did not assume responsibility for damage done to my properly working vehicle while Merced Toyota performed their courtesy services
In their response they claim that the ABS light went on while they performed their courtesy serviceIf you note on copy of such service there is no indication that the ABS light went on during this procedure and required further diagnosticIn fact, the only thing noted on there is a poor fitting gas cap and after market oil filterThere is nothing noted on there to indicate that anything found required immediate attention
But if you review the technician's log it states that while performing the BST campaign the ABS light came on and unable to resetNO other repairs were performed on reflashI find this contradicting information from Merced Toyota
To state that the ABS actuator malfunction was in fact, not due to the ECM reflash procedure would require PROOF that it wasn'tNone of the lights on my vehicle were on when I left it in the care of Merced Toyota
If they were positive that the ECM reflash procedure did not create the ABS actuator malfunction, then why would it take them over weeks to try and diagnose what went onHow can you be sure it wasn't the cause and not know what the cause wasA broken ABS actuator pump is not difficult to diagnose as I researched with three certified Toyota repair shopsI was specifically told by them that "they don't know what happened after trying to diagnose the problem but that a part broke and I would have to pay for it"That it was bound to break today, tomorrow, the next day or in the near future!
There are no other sequences reflecting that the problem was solved with the replacement of a broken fuse as noted on the technician's log
For them to state that the repair was performed and customer was happy with resolution is a blatant lie!!
Please refer to all invoices/paperwork where I circled on their report card their POOR SERVICEThey would not release my vehicle until I paid for itI need my vehicle as I'm a single working mother of two small children and my vehicle was being held as ransom since they couldn't figure out what they did while performing the reflashTo state that I was happy with the resolution is disgusting!!
For them to attach their valued customer letter stating: They are THE BEST THAT THEY CAN BE! That they are a DEALERSHIP YOU CAN TRUST! That EXCELLENCE IS THEIR GOAL! NOT!!!!!!!!!
I needed my vehicle back I had no sense of confidence and felt like the entire situation had been fabricated
I have called several dealerships and vendors and the amount charged for the ABS actuator from Merced Toyota is dramatically inflated over my other quotesFurther evidence of inpropriety!
When I went to pick up my vehicle I asked for the broken ABS actuator and was told I could not have it, that Merced Toyota needed to check with "Toyota" to see if they needed it and I would be called once they determined thatI have not been called back as of today
This is my last good faith effort to resolve this situation to my satisfaction and as they claim I'm a VALUED customer of Toyota, without proceeding with legal actions to pursue a remedy
Final Business Response /* (4000, 13, 2016/05/26) */
On May 12, 2016, we had a visit from Mr*** ***, Program Representative I - Field Operations & Enforcement Division of the Bureau of Automotive Repair, Department of Consumer Affairs
Mr*** spent about three hours in the Service department investigating the claims made by Ms*** *** During this time, Mr*** interviewed *** ***, Service Manager; reviewed all pertinent paperwork, including the recall notice, repair order, technician notes
Mr*** was very thorough in his investigationsAt the end of which, Mr*** advised us that he was satisfied of our performance of the recall and that any malfunction of the brakes was unrelated
Mr*** expressed his opinion that the goodwill we extended to Ms*** in absorbing one-third of the repair cost, together with the one-third paid by Toyota was more than adequate
We are satisfied that everything that could have been done for Ms*** has been doneWe appreciate the Revdex.com providing this opportunity to clarify the facts involved
Final Consumer Response /* (2000, 16, 2016/06/02) */
Initial Business Response /* (1000, 5, 2014/08/13) */
My response is based on what I can remember since the system is currently down.
Until the Revdex.com contact we were unaware that there was an issue. Our records show that Ms. [redacted] has only contacted the dealership once since her original...
purchase. On April 23RD she visited our Service Department. Her Repair Order states that her car shook. Our Technician drove the car to verify the concern and found nothing "the car did not shake" and drove as it was designed. He did take it a step further and checked the tire pressure. He found one tire that was low (only 10 grams). He added the extra air to the tire and balanced all four tires "at no cost". There has been no other contact since 4/23/2014.
Regarding the complaint of paying too much for the vehicle, I don't even know how to respond. We did look up the current retail Kelly Blue Book value and found it to be considerably higher than stated. I do know this, Kelly Blue Book values rarely increase over time. In almost five months since the original purchase the value has changed several times.
If there was an issue with the vehicle we are confident our Technician would have found it. Even if a Toyota Technician couldn't find it, it stands to reason that the "Certified" Nissan Technician would have. Both Dealerships have monetary incentive to find an issue. Nissan would pay if there were a factory defect involved. The car is most likely still under the factory warranty as it is a 2013 and only had 7,083 miles on it when it was in our shop on April 23RD of this year.
We would be happy to inspect the car again at no charge.
Best regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Merced Toyota ([redacted]) is unacceptable. First of all, I don't know which Kelly Blue Book they are looking at. I barely checked a few minutes ago. The Fair Purchase value when bought from a dealer is between $11,418 and $12,807. The cash price, sold to me was $15,487.00, with interest and other fees, it amounted to $20366;56;. These figures were not mentioned in their response. Show the Math. On April 23, 2014; I took the vehicle in for service. I didn't say the vehicle shakes, I stated it pulls to the sides. Supposedly, they took care of it, but it continued giving me issues. I went back on June 28 or June 29th, I said I didn't want the vehicle, and to take back because I was risking my life driving it. They said bring it in for service. I said, " I already did, but it still having the same issue. They said, there is nothing we can do then, is between you and Westamerica bank, you are on your own"
I took it to Lithia Nissan Dealer in Fresno, they inspected the vehicle, and admitted is unstable on the highway. Indeed, both dealerships have monetary incentives to check it. Unfortunately, mechanically, they can claim is functioning good. But, Lithia Nissan did say the car is unstable on the highway because of the way the car was designed. The wheel base is too narrow, they say, and because of aerodynamics and weight it sways on the Highway. Therefore, because of a poorly designed vehicle, my credit is going to be greatly affected because I am not risking my life driving a vehicle that was poorly designed. I make Nissan accountable too.
I wish consumers had more just laws that could protect us from poorly designed vehicles and these dealerships. I make a call to the people that implement laws regarding the safety of consumers when driving these vehicles.
I still expect Merced Toyota to take the vehicle back, and give me a refund for my Alero Oldsmobile I traded in, and the payments I have made.
Final Business Response /* (4000, 9, 2014/08/15) */
Good morning,
I'm sorry that our response is unacceptable. We are dealing with the facts as we know them. We will do our best to address your concerns again.
We used the "Actual" Kelly Blue Book. This is a paid for service that is unavailable to the public unless you pay for it. It gives precise data based on a number of factors. The Blue Book available to the public at no cost can be found at KBB.COM. In researching your comments we have found that this is the service you are using. That being said, you must put in precise information such as the year, make, and "specific" model, miles and options, IE power windows etc. Excluding any of these items can greatly reduce or enhance your values. This free to the public source will not give a precise number. It just gives a "Between this and that range". You said that according to what you were looking at "The Fair Purchase Value When bought from a dealer is between $11,418.00-$12,807.00. When we ran the same report, based on the exact information from your car (including model, equipment, and estimated mileage) the Buy from a Dealer" price is between $12,665.00-$15,724.00. You can find this information for yourself at http://www.kbb.com/nissan/versa/2013-nissan-versa/sv-sedan-4d/?vehicleid=XXXXXX&...⇄
Another factor that most people do not realize is that Kelly Blue Book updates their information weekly. In the case of your car there have been approximately 19 updates since your purchase on 3/30/14. As we said in our previous response, "used car values rarely go up". That being said, the price you paid almost five months ago is still within range of the price you paid.
As to not responding to the overall amount you are paying. You clearly know the figures and we did not want to insult you. Those numbers include the selling price, tax, license, documentation, warranty, gap and interest. Regardless of what you pay for a car there are still other fees involved that we do not control.
As for your car pulling to one side or the other. There was nothing to take care of with your car since it did not pull to one side or the other when our Technician inspected it. As a courtesy to you we topped off the air in one of your tires because it was 10 grams low. Being 10 grams low in one tire generally does not create a drivability issue. We also balanced the wheels for you. This was all done at no cost.
There is no reason to take a car back five months after the purchase, nor can we repair a car that is not broken. If you feel there is a problem with the car we will gladly have one of our Certified Technicians, Our Service Manager, and myself inspect the car for you, in your presence at no cost. We will also be more than happy to review Kelly Blue Book and your contract with you. We have won many awards over the years for customer service and have an A+ rating with the very company you filed your complaint with. We take customer satisfaction very seriously.
Best regards,
[redacted]
Final Consumer Response /* (4200, 11, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still don't agree because I don't understand how a new versa 2014 can cost $14,662.00 with all options included, people can check the KBB now, and yet, Merced Toyota sold me a used versa 2013 with 6000 miles for $15,457. Well, I just hope people can see this online and come up with their own conclusions. You just won't accept you were dishonest. I guess it's not convenient for your business and it's not going to happen. I hope you don't get rated At anymore. You just DON'T deserve it.
It was a bad experience doing business with your dealership.
Initial Business Response /* (1000, 5, 2015/10/10) */
Complaint resolution:
Re: [redacted].
Dear Sir or Madam,
We have received and reviewed Mr. [redacted]'s file. On multiple occasions our Sales Manager as well as our Finance Manager have explained that the entire contract...
Mr. [redacted] was to have received was given to him and explained to him on the day of his original purchase. This has all been reviewed multiple times since then. There is no package coming from the warranty company. We have contacted the representative from the actual warranty company who will be contacting Mr. [redacted] to explain this and to also send him another copy of the contract which he was already been given. If there were more that we could do as a dealership we would do it but there is nothing else that can be done.
Any further questions can be directed to Dan Ngo at (XXX) XXX-XXXX who is more than happy to assist in this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 5, 2015/05/13) */
Hello
Thank you for the response. I went in and spoke to the general manager, [redacted] today and he agreed to return my vehicle to me at no charge beyond the initial check engine estimate of $120. They will replace the original transmission the...
car came with and remove the new transmission they installed without authorization. It had to quote my rights as stated in the Bureau of Automobile Repair for him to take action but no further action is needed.
Best,
[redacted]