North Park Toyota of San Antonio

Revdex.com Corporate OfficeRutherford Lane Ste100Austin, TX Attention: [redacted] - Dispute resolution Specialist Ref: Complaint ID # [redacted] Dear Ms [redacted] , In response to the above complaint here are the events that took place [redacted] had his Toyota Corolla, vin # [redacted] , towed to our facility on 8/with the complaint that the engine stalled after hitting a pothole and it will not startUpon initial inspection we found that the vehicle was partially disassembled and that the fuel pump had recently been replaced Our Toyota Certified master Technician found that there was no fuel pressure and upon further diagnosis, he found that whoever replaced the fuel pump have failed to replace the fuel pump O-ring seal causing an internal fuel leakWe obtained Mr [redacted] 's authorization replace the missing fuel pump O-ring Upon replacing the fuel pump O-ring our technician found that when attempting to start the vehicle by turning on the ignition key, the check engine light did not illuminate as requiredThis is an indication that there is a communication failure between the ECM ( Engine Control Module)Upon further diagnosis, our technician found that there was:aNo communication from ECmbNo sprakcNo injector pulsethis led our technician to recommend replacing the ECM per Toyota's diagnosisWe Obtained Mr [redacted] 's authorization to replace ECMOnce ECM was replaced our technician found that the vehicle now had communication from ECM, spark and injector pulse, but vehicle would still not start and runOur technician pulled the valve covers and found that the vehicle was out of time and there was excessive slack in timing chainSince this is an interference engine, jumping time usually results in exhaust and intake valve damage but cannot be determined without additional teardown.Our service adviser requested tear down authorization from Mr [redacted] who declined Mr [redacted] had vehicle towed from our location In summary, North Park Toyota followed proper Toyota procedure to diagnose the multiple issues that the vehicle had when brought to usThe vehicle has obviously been worked on by another shop or person which made diagnosis more difficultHad Mr [redacted] had approved the additional tear down time and fee, our technician could have and would have provided Mr [redacted] with a complete and accurate diagnosisAlthough we sympathize with Mr [redacted] 's situation, we feel that his complaint is unjustified Sincerely, [redacted] ***North Park ToyotaService Director

It is the position and response by our company North Park Toyota of San Antonio that *** *** has a concern with his vehicle that we have never had the privilege to duplicate. We cannot make a repair when a duplication of the customers concern is not present. *** ***'s claim that
he purchased his vehicle and it was misrepresented to him with regards to the vehicles equipment is an issue we cannot address. We will forward the specifications for *** ***'s vehicle and by our observation the vehicle was equipped as represented on the manufacture's vehicle equipment discloser (Window Sticker).Our company did how ever in an attempt to satisfy *** *** made available wheels acceptable to *** ***. The sale and purchase of the wheels was with his approval.Our service department made an exhausted effort to duplicate *** ***'s concern. We did on a daily basis drive *** ***'s vehicle on our prescribed test drive route with no positive results in duplicating the concern. During the time that *** ***'s vehicle was here and being diagnosed *** *** was furnished at no charge a vehicle to drive. We deny that *** ***'s vehicle was driven miles while in our possessionA part was ordered on a repair order in an attempt to correct the concern we never duplicated. *** *** drove his vehicle from the time of the part being ordered until such time the part arrived and *** *** returned to have the part installed. Once again the concern was not detected and we removed the part. Perhaps a misunderstanding occurred because the repair order for the ordered part was open until the part arrived and *** *** was driving his vehicle. *** ***'s claim that he was not advised as to our findings on a daily basis is not true. J.R. Mejia assistantservice manager reached out to *** *** on a daily basis.*** *** sought assistance from Toyota through an arbitration process*** ***'s concerns were considered and assistance was denied. *** ***' claim that the arbitrator is employed by or in any way works for Toyota is false. The arbitrator is totally independent and impartial. North Park Toyota of San Antonio will continue to service *** ***'s vehicle with any and all of it's needs. *** *** can feel free to contact me at anytime for any of his or his vehicles needs

Revdex.com Corporate Office1805 Rutherford Lane Ste. 100Austin, TX 78754 Attention: [redacted]- Dispute resolution Specialist Ref: Complaint ID #[redacted]Dear Ms. [redacted],  In response to the above complaint here are the events that took place.   [redacted] had his 2010...

Toyota Corolla, vin #[redacted], towed to our facility on 8/152017 with the complaint that the engine stalled after hitting a pothole and it will not start. Upon initial inspection we found that the vehicle was partially disassembled and that the fuel pump had recently been replaced.  Our Toyota Certified master Technician found that there was no fuel pressure and upon further diagnosis, he found that whoever replaced the fuel pump have failed to replace the fuel pump O-ring seal causing an internal fuel leak. We obtained Mr. [redacted]'s authorization replace the missing fuel pump O-ring.  Upon replacing the fuel pump O-ring our technician found that when attempting to start the vehicle by turning on the ignition key, the check engine light did not illuminate as required. This is an indication that there is a communication failure between the ECM ( Engine Control Module). Upon further diagnosis, our technician found that there was:a. No communication from ECmb. No sprakc. No injector pulsethis led our technician to recommend replacing the ECM per Toyota's diagnosis. We Obtained Mr. [redacted]'s authorization to replace ECM. Once ECM was replaced our technician found that the vehicle now had communication from ECM, spark and injector pulse, but vehicle would still not start and run. Our technician pulled the valve covers and found that the vehicle was out of time and there was excessive slack in timing chain. Since this is an interference engine, jumping time usually results in exhaust and intake valve damage but cannot be determined without additional teardown.Our service adviser requested tear down authorization from Mr. [redacted] who declined.  Mr. [redacted] had vehicle towed from our location.   In summary, North Park Toyota followed proper Toyota procedure to diagnose the multiple issues that the vehicle had when brought to us. The vehicle has obviously been worked on by another shop or person which made diagnosis more difficult. Had Mr. [redacted] had approved the additional tear down time and fee, our technician could have and would have provided Mr. [redacted] with a complete and accurate diagnosis. Although we sympathize with Mr. [redacted]'s situation, we feel that his complaint is unjustified.  Sincerely, [redacted]North Park ToyotaService Director