Newburgh Toyota Scion

Review: Brought car in for service in November of 2013 (oil change, brakes) which resulted in a damaged window and electronic switches. Had ball bearing issues; when contacted to inform dealer of this issue (covered under warranty), dealer refused service. Dealer refuses to contact or honor warranty agreement; will not answer calls and hangs up. $1,000 worth of damages, easily.Desired Settlement: Full repairs of the vehicle including ball bearings, electronic switches and window repairs. Full refund of service agreement in the amount of $2495.

Business

Response:

The business has responded by stating:

I am in receipt of a Revdex.com complaint filed by [redacted] Crawford, ID# [redacted]. In the complaint he indicates we refused to repair his vehicle, honor a warranty agreement and refuse his phone calls. He also claims damages of $1,000.

[redacted] first visited our service department November 29, 2013 with a brake noise complaint. The rear brakes were replaced at no cost to [redacted] as well as an oil change. While his vehicle was in the shop, the driver’s side window came off track. The door panel was removed and the window reseated. In removing the outside door panel, the mirror switch base was damaged. The service department ordered the replacement part to replace the base. [redacted] was contacted several times in December, 2013 informing him that the part was in.

On Friday, January **, 2014, [redacted] called our service department at 4:30 pm and demanded that his vehicle be scheduled and repaired that same day. He also demanded a loaner car. Our receptionist explained to [redacted] that no loaner vehicles were available and the shop was fully booked. He was offered an appointment for the following week. [redacted] immediately became enraged, abusive, nasty and unreasonable. He demanded, while yelling, to speak to a manager. He was transferred to our service manager who once again explained to [redacted] it was impossible to accommodate his request for immediate service at 4:30 on Friday afternoon (our technicians go home at 5:00 PM). [redacted] once again became extremely irate and abusive. [redacted], our service manager asked [redacted] to stop his abusive behavior while trying to calm him. [redacted] continued his verbal abuse toward [redacted] to the point that [redacted] informed [redacted] that he would no longer accept his vehicle for service and to take his vehicle to another repair shop. He was also informed that his warranty would be honored by other repair shops.

[redacted] proceed to drive to the dealership at 7pm that same Friday and spoke to a sales manager who informed [redacted] that he should return on Monday to speak with me. On Monday, [redacted] arrived at the dealership Monday evening at 6pm and immediately became abusive indicating I had not called him during the day. I tried to explain that I had not received any messages from him but offered to help him. He told me I should better train my staff to handle customers and that his window switch was broken by us. He complained that there were other problems with the vehicle that he knew were wrong. I asked him to bring his vehicle into the service drive to inspect the vehicle. Following my inspection, I told [redacted] I would follow up with [redacted] then call him with a resolution. He told me that was unacceptable and that he wanted his vehicle fixed immediately. I told him the shop was closed and I would call him the following day. He became irate, abusive tried to provoke me with repeated name calling. I asked him to get in his vehicle and leave. I additionally explained to him that I would not be doing any future repairs to his vehicle and that that he would need to find another repair shop. His warranty would be honored by other shops for all covered repairs. [redacted] sat in his vehicle refusing to leave. I explained to him that I would call the Newburgh Police if he did not cooperate. He told me go ahead and call at which point the police were summoned. Following a discussion with the police, [redacted] left the dealership.

We at Newburgh Toyota are very conscientious in caring for our customers and their vehicle needs. We understand that vehicle problems can sometimes be stressful for our customers however, we cannot permit anyone to abuse or harass our employees as [redacted] repeated did.