Newark Toyota World

I've owned Toyota vehicles for many years. If something needs repair or a replacement part, I would call my local Toyota dealerships for parts info. They would tell me the name of the part and the part number. I've been doing this for at least ten years. About 3 months ago I called this particular dealership to get a price quote and details about a VSV valve for an EGR. They gave me the price but stated "they don't give out part numbers", even in person. I told them that it wasn't true. I've always called and have always been given a part number when shopping for a part. I told them that an item description is not accurate enough when ordering or looking up parts. Some parts go by more than one name or description. The part number is the most accurate way of ordering. I spoke to a supervisor and asked why the sudden change? He told me (in short) that they stopped giving out part numbers because they didn't want customers shopping around for a better price.

This is the only dealership (so far) that has declined to provide their customers with needed information for part identification.

For the record, I do sometimes buy directly from the dealerships when calling. Other times, I don't. As for shopping around for a better price, I feel the customer should be able to do this without having the dealership purposely deny info to the buyer so that they can monopolize on the situation. I do not believe that a part number is an internal classification and should be held back to the customer.

I'm currently looking to see if this "move" violates certain Anti-Competitive or Antitrust laws or codes.

In short, I recommend that all Toyota owners (or future potential owners) not go to or shop at this dealership for any reason. These are signs of bad business practices. Which means that they can't be trusted or depended on when needed.

Customer brought vehicle in for no a/c ,technician confirmed customer concern by performing ac leak check and determined vehicle ac evaporator was defectiveCustomer was given estimate to repair ac unit customer agreedCustomer was given a loaner vehicle while repairs were being performed vehicle repairs were performed technician tested ac system and noted vehicle ac is blowing at to degrees depending upon the humidity leveltech notes vehicle ac system is operating as designed Customer picked up vehicle sure of the time line as to how long it took at the time of pick up, however the performance of the ac system which was her concerned and repair is fixed and operating to Toyota Manufacture specsAfter Customer picked up vehicle customer spoke with service manager indicating her transmitter for alarm was not working, the service manager personally went to her employment and retrieved her keys went to customer residence pick up vehicle and brought it to Newark Toyota service center and repaired alarm system at no additional cost and returned vehicle to customer resident and then returned keys to customer at her job Several days later customer called and stated she was inconvenienced and want $refundService manager advised her if there is a problem with any repair that was made it would be corrected and will schedule the vehicle to be inspectedCustomer relation manager has contacted customer and scheduled a re-inspection on 8/31/Customer is not entitled to and refund because she feels inconvenienced

We had called the Customer immediately after receiving this complaint back in JanuaryThe customer had already received the tags by the time we calledWe spoke to the ciient again last week to make sure he was still satisfied and he again stated he was satisfied with our efforts to resolve the issue.We always trive to resolve any wstomer issuesin a timely mannerMy apologies if our re.sponse didnot reach your organfz.ationMy uoderstandi.ng was we had faxed this in January

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

Mrs [redacted] brought her vehicle in on 10/28/and we replaced a timing chain tensionerShe claims she picked her vehicle up on 10/30/at around closingShe states that the check engine light came on when she was leavingSo I asked her, "why did you not come right back? She stated it was closing timeThen I asked why did you not call or come back the next day, no responseShe states she left for vacation on 11/2/(We are open days a week, so she could have brought it back two different days) She then returned on the 11th and left for Florida and arrived on the 15thThat is another day or two that she could have brought her vehicle in to have looked atSo now she is in Florida and does not take into a Toyota dealer until 12/4/and they inspected it for codes and did no repairsIt was not until 12/11/that the car went back to the dealer to have the car fixedSo she kept driving the vehicle with the check engine light onTo add to that, We have the data that the Dealer in Florida pulled from the vehicle and when the check engine light came on the outside temperature was degWe looked into this and found that out temperature in Delaware at the time was deg during the time she claims she was driving the carWe looked at the temperature in Florida and found that the temperature was around degSo with all of that information, I do not believe that the check engine light was caused by usThe vehicle has over 100,miles on itI also checked with several Master Diagnostic technicians and they do not see how our repair caused this other repairPlease contact me with any questionsThank you ***

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

I would like to explain what really transpired;
Customer purchased vehicle from us and we gave him the option to add fog lights to the vehicle at time of saleHe chose not to and install them him self Customer purchased
the fog light kit from our parts department over the counterThe vehicle did NOT come into our service center to have installed Customer installed the fog lights and must have cut or spliced some wires by mistake and caused issues Customer brought vehicle in on 4/6/for Battery issuesOur Technician inspected the vehicle and found splices and wire blocks installed incorrectly which was causing the connector not to make contactSince this happen it the tech disconnected until we could get replacement parts that were damaged during the install Customer came in on 7/16/to have the wires and switch replacedI spoke to my installed and they said you would never know that the vehicle had the factory installed harness until they started to work on itNot every vehicle has the factory harness installedHowever, They would have used the harness that comes with the kitWe have installed these kits on several vehicles with out any problems
As we told Mr***, We can not refund him his money for something we did not installThen he claims we should have told him that there was a harness in the vehicle that comes from the factory and not to use the one that comes in the packageHowever, We would not have known this until we started the install and even at that time we would still would use the harness that comes in the kitPlease feel free to contact me with any questions***

Customer Visited Toyota dealership 5/8/with VW Jetta was staggering, Drivers side window wasn't rolling down and an oil changeWe performed an oil and filter change, provided a rental vehicle, Test drove the vehicle for a
drivability concern, replaced a tail light bulb and diagnosed and repaired the window not going down as requestedThe drivability concern was not duplicated nor did we charge for anything related to the concernCustomer too test drove the vehicle with our technician and could not reproduce the concernNewark Toyota World repaired the vehicle as requestedSent on: 7/24/4:00:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
"We will only start a waiting list when the parts are available" is not acceptable. When I called Oct 30th, I was still told the parts are not available and it is not possible to set up an appointmentI had to argue with the operator to get an appointment for Nov having explained this is the 6th or 7th time I am calling about thisYou need to change your process to start a waiting list when a customer first calls in about getting a recall done, pending parts and shop resource availability.
What is preventing you from doing this ?. Did Toyota Corporate tell you not to do it this way ? I had to call or 7 times over months, each time to be on hold for - min and then told to "call back" as parts are not currently availableIf I was told the parts will only be available on Oct to order, I would not have kept calling as I was asked toWhy was the Oct 12th date for parts ordering not given to customer service ? If given, why do they not tell the customer that is when to start calling and not to call before that ? Why can you not create a wait list when a customer first calls regardless of parts or tech availability and then call the customer back when the parts and shop resources are available to discuss an appointment time. The recall is mandatory and the customers are local, I see no reason to start the waiting / inquiry list when the customer first calls about it. Is doing recall work a nuisance for you, that is what is appears like ?
There is a distinct difference between business that really put customers first and look at things from a customers view point when setting up internal processes vs those that do the minimumThink about your operation and look at things from an outside in perspective. When *** *** was running this business, things were differentSince he has moved out (now passed away), the purpose of existence seems to be purely profit makingHaving been a small business owner myself, this is not a good long term approach
Regards,
*** ***

The following is in response to your May 1st letter regarding the above referenced case
Newark Toyota World has placed the *** on a "do not contact" list We have also notified vendors who solicit business on our behalf to remove the *** from any and all lists
associated with Newark Toyota World and/or their vehicleThe only communication we have not eliminated is from Toyota corporateThis correspondence is necessary to contact the *** in the event of a recall on their vehicle • and would only be communicated via mailWe have apologized lo *** *** and have let him know the actions we have taken to make sure this will not happen again
If you have any questions or need additional information, please feel free to contact me at ***

***
After numerous attempts at trying to get a hold of Mr*** (due to him & I being on vacation), we finally spoke on the phone on the 16th of July to resolve his recent complaints Our technicians and staff were able to duplicate the
concerns Now we are in the process of installing a new muffler(due to a parts defect) and a new transmission(which is covered under the extended warranty coverage) At Newark ToyotaWorld we strive for customer satisfaction, and will continue to provide the best Toyota service and parts in the Delaware area Please feel free to contact me at your earliest convenience if you have any further questions or concerns. I look forward to speaking with you Best regards
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

***
We brought *** *** vehicle back in on the 11th of July, and took care of all his concernsWe provided a complimentary rental to him while we had the vehicle, and performed a
complimentary detail on the truckI think he is satisfied
I called his number yesterday, and left him a message that I was following up to make sure he was completely satisfiedI have not heard back from him
If I hear from him in the next few days, I will advise you

Revdex.com:
" line-height: 150%">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]

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Mrs[redacted] brought her vehicle in on 10/28/and we replaced a timing chain tensionerShe claims she picked her vehicle up on 10/30/at around closingShe states that the check engine light came on when she was leavingSo I asked her, "why did you not come right back? She stated it was closing timeThen I asked why did you not call or come back the next day, no responseShe states she left for vacation on 11/2/(We are open days a week, so she could have brought it back two different days) She then returned on the 11th and left for Florida and arrived on the 15thThat is another day or two that she could have brought her vehicle in to have looked atSo now she is in Florida and does not take into a Toyota dealer until 12/4/and they inspected it for codes and did no repairsIt was not until 12/11/that the car went back to the dealer to have the car fixedSo she kept driving the vehicle with the check engine light onTo add to that, We have the data that the Dealer in Florida pulled from the vehicle and when the check engine light came on the outside temperature was degWe looked into this and found that out temperature in Delaware at the time was deg during the time she claims she was driving the carWe looked at the temperature in Florida and found that the temperature was around degSo with all of that information, I do not believe that the check engine light was caused by usThe vehicle has over 100,miles on itI also checked with several Master Diagnostic technicians and they do not see how our repair caused this other repairPlease contact me with any questionsThank you [redacted]

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.
IS THE CHECK ENGINE LIGHT TAKEN CARE OF? IS THE DESTROYED BEDLINER TAKEN CARE OF? ARE THE SCRATCHES TO THE CAB CORNERS TAKEN CARE OF? WILL MY VEHICLE NOW PASS STATE INSPECTION? HAVE THE BRAKES BEEN PROPERLY BLED?  WAS A WHEEL  ALIGNMENT PERFROMED WITH A COPY OF THE RESULTS?  HAVE THE MISSING SPLASH GUARDS BEEN REPLACED? IF ANY OF THESE ITEMS ARE LEFT UNADRESSED THEN MY ISSUES ARE NOT RESOLVED.
Regards,

Check Engine light is related the Catalytic Converter which is not removed during the replacement of the Frame. NOT Covered By Warranty.
The Bed liner is Aftermarket and is resulting damage of the Frame Replacement done as a Warranty Enhancement. NOT Covered By Warranty.
Scratches were taken care of as discussed and agreed upon.
Wheel Alignment was performed. Will look into getting a copy sent to you.
I do not show any record of a complaint about the Brakes.
     Brakes would have been bled as apart of the Frame Replacement at time of replacement.

Customer has an appointment for the 15th and an Air Bag has been set aside. Recalls are our top priority here at Newark ToyotaWorld and do our very best at scheduling as many recalls per...

day as we can handle. Recalls require certified technicians to perform them to ensure they will be done properly. We have over 30 technicians that are Toyota certified, however, not all our technicians have the air bag certifications. These recalls take roughly about 2 hours to perform, from the time the technician receives the work order to the time he parks the car and hands the work order in. We are open 7 days per week, 6 of these days we have on average 3 technicians that have the recall certifications. So, we attempt to perform about 10 air bag recalls per day. Keep in-mind that the air bag recall is not the only recall that we need certain technicians for and we also must perform routine maintenance as well. We can't tell our other customers that need routine service to wait until we are finished with a recall and then we can help them. Now to talk about the parts end of things; The parts were only release on October 12th. Our Parts Department orders parts when they are available and orders as many as we are allowed. Unfortunately, we are not the only dealer requesting these parts and we do not control how many we can order at one time. Since this part was not available to order, we could not put him on a waiting list. We will only start a waiting list when the parts are available. Toyota is responsible for notifying customers when parts are available, we do not have a list of customers that require a recall. We have no control on when the customer is contacted from Toyota. I hope this helps you understand our side.

All documentation including registration and title were processed and sent to [redacted] via United Stated Postal Service.  Tracking number [redacted]  It showed delivered on 8/27/2015.

We had called the Customer immediately after receiving this complaint back in January. The customer had already received the tags by the time we called. We spoke to the ciient again last week to make sure he was still satisfied and he again stated he was satisfied with our efforts to resolve the...

issue.We always trive to resolve any wstomer issuesin a timely manner. My apologies if our re.sponse didnot reach your organfz.ation. My uoderstandi.ng was we had faxed this in January