[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
This customer spoke with our General Manager, Service Operations Manager and our Body Shop Manager this morning February 16, 2016. Customer stated there was no problem and just wanted to voice his opinion.
Original complaint stated a 2013 when in fact it's a 2012. Also, the new rotor was taken to the dealership in their area for repair. We've completed a $50.00 check request that will be mailed to their [redacted] address which will take about 2 weeks.
To Whom This May Concern,This customer was reimbursed the $50.00 she said she was out of pocket..... and we sent brand new rotors to the dealership of her choice for repair. If she still isn't happy she's more than welcome to trade in the used vehicle she bought. She didn't buy a brand new vehicle, and we tried to address her concern. At the end of the day it's still a used vehicle from a previous owner, 59,000 miles to be exact and it's 5 years old 2012 4Runner. They did not buy a warranty and paid cash. I'm including what our dealership made on this customer..... nothing. (LINE#)(M=MODIFY)(?=CMD LIST) NOTES -2326 82 -1844 SHIFT F1=FKEYS BANK=CASH DEAL MONTHLY PYMT () 0.00 That's a negitive $2,326.00 the $82.00 is processing in finance and when all was said an done the dealership took a One Thousand Eight Hundred Forty Four Dollar negative deal. We also replace rotors (she had no extended warranty, declined to purchase one) and reimbursed her $50.00 she said she was out of pocket AND took to parts to the dealership of her choice. We did more than what was necessary to address her concerns. Thank you -- Julie [redacted]In regards to this customer..... Chad our Service Manager has asked her to send him her receipt for whatever repairs she had done on her vehicle. Also, that $50.00 was the certified deductible that's due regardless, but we did reimburse her. She can send her bill to 21555 Katy Freeway, Katy,. TX 77450 Attn: Chad Thank you in advance-- Julie [redacted]Customer Relations Manager[redacted]
To Whom This May Concern, Our Fixed Operations Manager is dealing with this customer. Mr. [redacted] explained that he took off one bad strut and replaced 2 struts with 2 bad struts. The customer has picked up his vehicle
Sent: Monday, December 28, 2015 5:44 PM To: drteam Subject: Complaint #[redacted] To Whom This May Concern, In reference to case #[redacted]. The customer's first payment way made here at the dealership and it has been credited to her account. She does now have an account number and...
that payment can be verified with Toyota Financial. Her payment is not considered late nor does it show that it was made late. Her credit score/ rating has not been affected in anyway. After she was contracted Toyota was not accepting the contact at first. The reason being that one set of numbers printed on a different line. Vada, our Financial Director did talk with Toyota explained what had happen and they finally did accept the original contract. There will be no further inconvenience to the customer. -- Julie R[redacted] Customer Relations Manager Don McGill Toyota of Katy
To Whom This May Concern,This customer came to our dealership with a rock chip (noted in previous service records.) The rock chip turned into a crack. We are not replacing the windshield. She sent the same email to our Service Manager as she's sent to you as she's also filed a complaint with...
Toyota. The decision has not changed..... we did not crack her windshield, and we're not replacing it. After careful review of service history the decision has been made. Thank you
To Whom This May Concern, The $50.00 refunded was not for your rotors... As a courtesy we refunded your $50.00 deductible for service. Chad our Service Manager asked to see your invoice where you're out money as you have claimed. That is necessary going forward. Fax it to 832-772-1797 attention Chad or Julie.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]First of all , We purchased a certified vechicle from the dealer. Second of all, I did not know a check was mailed, noone had contacted me(we just received it) They did NOT pay for the rotors, a check was sent to us for PART of the cost of the rotors (see previous responses) and NOONE named Chad has ever called or contacted us to speak with us, nor has any other person from this dealership Obviously personnel from the dealership do not even have the common courtesy to call or email us to try to resolve this matter. Furthermore they apparently either can't read and/or understand the previous complaints in full since now someone one named Julie is dealing with this matter but cannot state the correct information back to me regarding what has or has not been paid to us. If personnel from this dealership can actually take care of this matter, we would be happy to have that done. (It still will not address my time and EXTREME aggravation) but I would like my out of pocket covered
Regards,
Came in for the recall which was completed. Her additional repairs are completely unrelated to the recall and vehicle had a rock chip in the windshield as noted in service history. There will be no reimbursement for service nor for the windshield. When you have a chip you will...
always have the possibility of it turning into a crack which hers did.
To Whom This May Concern,We have spoken with the customer on a couple of occasions. I think we have been very patient in listening to their concerns. We even reimbursed them for a service bill for service that wasn't even performed at our dealership. Their truck is nine years old...
and out of warranty. We have given them some options on getting into something newer. There is a little bit of negative equity in their current vehicle and that amount would be rolled into their new loan. With that being said..... it's going to increase the payments of the new vehicle higher than what they feel comfortable with. We have passed on their contact information to one of our Senior Sales Representatives, Marta. She will be contacting the customer and go over every option they have at this point. There is no possible way to put them into a new [redacted] and keep their payments the same without putting some money down.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I fixed the year, it was a typo. It was BOTH rotors, and the front driver wheel bearing , not to mention all the TIME we spent fixing the dealerships VERY LARGE AND UNETHICAL MISTAKE!!!!!!! The dealership only paid for 1 rotor. Again, I have pictures and all paperwork from repairs. I want full reimbursement as stated in my original complaint! The amount is $525.47.
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 'Travis [redacted] went over and beyond to advise me regarding other issues with my truck. He was pleasant and easy to work with. He made sure that the repairs to the a/c were taken care of with assistance from the mgr, Chad. I truly appreciate Don McGill Toyota going over and beyond to make this situation right. I was truly impressed how they handled this situation. Indeed this is what customer service is about.
My name is Julie, and I'm the Customer Relation's Manager here at Don McGill Toyota of Katy. Our Service Manager, Chad has attempted to call you today to address your concern. It went to voice mail, and he left you a message with his contact information.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted], and have determined that this proposed action would not resolve my complaint.
As of 2/16/17: My trade off has not bee paid off; we purchased this vehicle 3 weeks ago. As of right now the trade off vehicle is now late due to them not paying it off; and for it not to further affect my wife's credit; a payment had to be made. I have tried reaching Mr. Tito F[redacted] and can not seem to get a response. I will keep this complaint open until I see results.
Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I STILL have not received a check for $50. You reimbursed for ONE rotor only. It has nothing to do with a warranty, again, it is the fact that YOU certified a vehicle that specifically said the "rotors were free of rust and in good condition". I should have paid NOTHING for this repair. They were in such deplorable shape that the rotor did not even sit correctly on the wheel hub. My family could have been killed in this vehicle and Don McGill thinks this is ok? WOW!!! I want to be reimbursed for the ENTIRE repair!
Yes. Repairs to Rav 4 have been made .... Mirror still shakes but they tried to fix it 3 times so we are livibg with it
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
This customer spoke with our General Manager, Service Operations Manager and our Body Shop Manager this morning February 16, 2016. Customer stated there was no problem and just wanted to voice his opinion.
Original complaint stated a 2013 when in fact it's a 2012. Also, the new rotor was taken to the dealership in their area for repair. We've completed a $50.00 check request that will be mailed to their [redacted] address which will take about 2 weeks.
To Whom This May Concern,This customer was reimbursed the $50.00 she said she was out of pocket..... and we sent brand new rotors to the dealership of her choice for repair. If she still isn't happy she's more than welcome to trade in the used vehicle she bought. She didn't buy a brand new vehicle, and we tried to address her concern. At the end of the day it's still a used vehicle from a previous owner, 59,000 miles to be exact and it's 5 years old 2012 4Runner. They did not buy a warranty and paid cash. I'm including what our dealership made on this customer..... nothing. (LINE#)(M=MODIFY)(?=CMD LIST) NOTES -2326 82 -1844 SHIFT F1=FKEYS BANK=CASH DEAL MONTHLY PYMT () 0.00 That's a negitive $2,326.00 the $82.00 is processing in finance and when all was said an done the dealership took a One Thousand Eight Hundred Forty Four Dollar negative deal. We also replace rotors (she had no extended warranty, declined to purchase one) and reimbursed her $50.00 she said she was out of pocket AND took to parts to the dealership of her choice. We did more than what was necessary to address her concerns. Thank you -- Julie [redacted]In regards to this customer..... Chad our Service Manager has asked her to send him her receipt for whatever repairs she had done on her vehicle. Also, that $50.00 was the certified deductible that's due regardless, but we did reimburse her. She can send her bill to 21555 Katy Freeway, Katy,. TX 77450 Attn: Chad Thank you in advance-- Julie [redacted]Customer Relations Manager[redacted]
To Whom This May Concern, Our Fixed Operations Manager is dealing with this customer. Mr. [redacted] explained that he took off one bad strut and replaced 2 struts with 2 bad struts. The customer has picked up his vehicle
Sent: Monday, December 28, 2015 5:44 PM To: drteam Subject: Complaint #[redacted] To Whom This May Concern, In reference to case #[redacted]. The customer's first payment way made here at the dealership and it has been credited to her account. She does now have an account number and...
that payment can be verified with Toyota Financial. Her payment is not considered late nor does it show that it was made late. Her credit score/ rating has not been affected in anyway. After she was contracted Toyota was not accepting the contact at first. The reason being that one set of numbers printed on a different line. Vada, our Financial Director did talk with Toyota explained what had happen and they finally did accept the original contract. There will be no further inconvenience to the customer. -- Julie R[redacted] Customer Relations Manager Don McGill Toyota of Katy
To Whom This May Concern,This customer came to our dealership with a rock chip (noted in previous service records.) The rock chip turned into a crack. We are not replacing the windshield. She sent the same email to our Service Manager as she's sent to you as she's also filed a complaint with...
Toyota. The decision has not changed..... we did not crack her windshield, and we're not replacing it. After careful review of service history the decision has been made. Thank you
To Whom This May Concern, The $50.00 refunded was not for your rotors... As a courtesy we refunded your $50.00 deductible for service. Chad our Service Manager asked to see your invoice where you're out money as you have claimed. That is necessary going forward. Fax it to 832-772-1797 attention Chad or Julie.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]First of all , We purchased a certified vechicle from the dealer. Second of all, I did not know a check was mailed, noone had contacted me(we just received it) They did NOT pay for the rotors, a check was sent to us for PART of the cost of the rotors (see previous responses) and NOONE named Chad has ever called or contacted us to speak with us, nor has any other person from this dealership Obviously personnel from the dealership do not even have the common courtesy to call or email us to try to resolve this matter. Furthermore they apparently either can't read and/or understand the previous complaints in full since now someone one named Julie is dealing with this matter but cannot state the correct information back to me regarding what has or has not been paid to us. If personnel from this dealership can actually take care of this matter, we would be happy to have that done. (It still will not address my time and EXTREME aggravation) but I would like my out of pocket covered
Regards,
Came in for the recall which was completed. Her additional repairs are completely unrelated to the recall and vehicle had a rock chip in the windshield as noted in service history. There will be no reimbursement for service nor for the windshield. When you have a chip you will...
always have the possibility of it turning into a crack which hers did.
To Whom This May Concern,We have spoken with the customer on a couple of occasions. I think we have been very patient in listening to their concerns. We even reimbursed them for a service bill for service that wasn't even performed at our dealership. Their truck is nine years old...
and out of warranty. We have given them some options on getting into something newer. There is a little bit of negative equity in their current vehicle and that amount would be rolled into their new loan. With that being said..... it's going to increase the payments of the new vehicle higher than what they feel comfortable with. We have passed on their contact information to one of our Senior Sales Representatives, Marta. She will be contacting the customer and go over every option they have at this point. There is no possible way to put them into a new [redacted] and keep their payments the same without putting some money down.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I fixed the year, it was a typo. It was BOTH rotors, and the front driver wheel bearing , not to mention all the TIME we spent fixing the dealerships VERY LARGE AND UNETHICAL MISTAKE!!!!!!! The dealership only paid for 1 rotor. Again, I have pictures and all paperwork from repairs. I want full reimbursement as stated in my original complaint! The amount is $525.47.
[A default letter is provided here...
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 'Travis [redacted] went over and beyond to advise me regarding other issues with my truck. He was pleasant and easy to work with. He made sure that the repairs to the a/c were taken care of with assistance from the mgr, Chad. I truly appreciate Don McGill Toyota going over and beyond to make this situation right. I was truly impressed how they handled this situation. Indeed this is what customer service is about.
My name is Julie, and I'm the Customer Relation's Manager here at Don McGill Toyota of Katy. Our Service Manager, Chad has attempted to call you today to address your concern. It went to voice mail, and he left you a message with his contact information.
To Whom This May Concern,This customer is being refunded the amount due for the warranty purchased.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted], and have determined that this proposed action would not resolve my complaint.
As of 2/16/17: My trade off has not bee paid off; we purchased this vehicle 3 weeks ago. As of right now the trade off vehicle is now late due to them not paying it off; and for it not to further affect my wife's credit; a payment had to be made. I have tried reaching Mr. Tito F[redacted] and can not seem to get a response. I will keep this complaint open until I see results.
Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
I STILL have not received a check for $50. You reimbursed for ONE rotor only. It has nothing to do with a warranty, again, it is the fact that YOU certified a vehicle that specifically said the "rotors were free of rust and in good condition". I should have paid NOTHING for this repair. They were in such deplorable shape that the rotor did not even sit correctly on the wheel hub. My family could have been killed in this vehicle and Don McGill thinks this is ok? WOW!!! I want to be reimbursed for the ENTIRE repair!