Ourisman Chantilly Toyota

125231.45Dear [redacted] , [redacted] took delivery of a used vehicle on November as she stated with no damage after "being carefully inspected at dealership with salesperson before driving away." [redacted] did return the following day to renegotiate the terms of her Contract, specifically the interest rateWe were able to obtain financing 1.25% APR lower than the original terms and offered that to her or she would be given the opportunity to obtain her own financingAs is our Company policy, she could also return the vehicle at no charge as long as the vehicle has not been damaged.Upon inspection of the vehicle, damage was discovered on the driver's side of the vehicle, incidentally, where her brother had parked his vehicle originally,When informed of the damage and her obligation to pay for the vehicle damage, she denied any knowledge of the damageWe obtained estimates from body shops and we were contacted by [redacted] 's insurance company, The [redacted] Ins Company.The idea that we would damage a vehicle that we were taking back from a Customer seems to not make any sense [redacted] was in possession of the vehicle when it was damagedThis dealership loses money waiting for the repairs being done to the vehicle as late model used vehicles depreciate rapidly.We are not the owner of the bodyshop, we obtained repair estimates, and we offered [redacted] the opportunity to obtain another estimate,We are only asking for the damages incurred while in [redacted] 's possession to be paid to the bodyshop repairing those damagesThis is not a financial gain to our store nor Can it possibly be construed as such[redacted] agreed that she had carefully inspected the vehicle at the time of sale and we have pictures from when the vehicle was sold showing no damages to the vehicle,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I received one call from the business, but no follow up and no resolution to the issue Regards, [redacted]

Dear [redacted] ,With respect to the aforementioned complaint that the complainant has not received a second set of keys for his vehicle, Ourisman Chantilly Toyota will provide the complainant with another set of keys.Our key tracking now is currently so structured that it is virtually impossible for a key to not end up in the proper hands unless the key was lost previously and never returned to our key machine, where both sets of keys are keptWe would, then, of course, owe our customer a key.In this case the second set of keys was time stamped and checked out by the delivery coordinator on the day of and at the time of the delivery by the younger gentleman that the complainant mentioned in his letterHowever, the complainant believes he did not receive this key.Despite our best practice, I do not see any benefit in not providing the complainant with another key, if he believes that he was not provided the second key.| will have my internal service advisor and/or his sales person contact the complainant to set up a date to program another set of keys for himThank you for helping satisfy this complainant.Sincerely,David T [redacted]

July 13, [redacted] Revdex.com service Metro Washington DC and Eastern Pennsylvania K Street NW 10" FloorWashington, DC 20005-3404Dear [redacted] :Thank you for sending us the response from [redacted] (complaint ID [redacted] ( [redacted] ).I can appreciate [redacted] ***'s perception, based on what he quotes MrT [redacted] as having said, that Warranty coverage terms are applied differently based on where one's vehicle is purchasedFortunately for all concerned, that is not the caseDecisions regarding warranty coverage are made by the service department staff, who are responsible for ensuring warranty compliance, not by MrT [redacted] MrT [redacted] certainly has the authority to invest dealership goodwill funds in an out-of-warranty situation, but that does not change whether a concern is caused by a manufacturing defect within the specified Warranty coverage period, and whether a valid warranty claim may be filed for that specific repair.I Would be happy to inspect [redacted] ***'s shift knob myself to see if I agree or disagree with our prior evaluation that the knob was damaged (physically broken) by some external influence, and that it did not fail due to a manufacturing defectIf I should feel that our original evaluation was incorrect, then we will be happy to replace the component under the terms of Toyota's limited comprehensive warranty, as long as that Warranty has not expiredJust to be clear, however, if I should agree with our original evaluationOurisman Chantilly Toyota is not in a position to offer goodwill assistance with the repair.It is true that Ourisman Chantilly offers, but does not require, service appointmentsWe do however give priority to appointments when assigning Work [redacted] may, if he so chooses, contact me directly to have his shift knob re-inspectedI can usually break away from any current tasks within five to ten minutes in order to minimize his waiting timeI can be reached on ###-###-#### X ***.Sincerely,

Revdex.com of Metro Washington DC
Oct (days ago)
to me
---------- Forwarded message ----------
From:
Date: Fri, Oct 17, at 4:PM
Subject: ID *** attention *** ***
To: [email protected]
Dear *** ***:
Regarding the concerns raised by *** *** *** (complaint ID ***), Ourisman Chantilly Toyota's Service Director, Chris C***, completed repairs on the tailgate and folding rear seat concerns that the customer expressed on October 16, As a goodwill gesture to *** ***, no labor charges were assigned to that repair *** *** purchased the needed part (a tailgate lock assembly) and the dealership absorbed the diagnostic and labor charges associated with the repair
Thank you,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

this is really with Fairfax locationMade me pay for something that was not done until hrs after there were problemsAlso cannot complain to anyoneBroke things on my carhrs later same result with me paying for serviceGot paperwork showing there culpabilitydo not let these people service your car

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the dealer has not given me anything other then what they provided in their previous message
Regards,
*** ***

Dear [redacted]:Thank you for sending us the concerns raised by [redacted] (complaint ID [redacted]). First, we apologize for [redacted]'s perception that he received rude treatment by our staff. No customer, regardless of the outcome of their issues, should feel that the treatment that...

they received was discourteous.I have reviewed our repair order [redacted] which documents [redacted]’s visit on July 3. The vehicle was originally scheduled, as a non-appointment drop off, to be completed by 9:00 pm. I spoke to Toyota Expert Technician Albert C[redacted], who performed the emissions inspection on [redacted]'s [redacted], and inspected the shift knob. The shift knob is constructed with a chrome plated base under the resin knob itself, and in [redacted]'s case, the chrome base was no longer attached to the knob.Mr. C[redacted] removed the shift knob and the base, and observed that the tabs that orient the base to the knob when it is molded were physically broken off. There was no adequate repair method that would restore the original condition of the shift knob-it had to be replaced. Mr. C[redacted], familiar with Toyota warranty policy due to his 5+ years of Toyota experience, advised Mr. Randy C[redacted] that [redacted]'s concern was not a warrantable condition. Broken parts are not covered under warranty. Manufacturing defects are covered within the applicable warranty periods, but the failure of [redacted]'s shift knob was not due to a manufacturing defect, nor was it the result of normal wear and tear. Exactly how the base became broken from the shift knob we cannot determine and only the person who handled it at that time will know exactly what took place. I have enclosed a photograph of the same part from one of our 2016 rental [redacted] vehicles for reference.The option, and the cost to special order and replace the shift knob were presented to [redacted], and, as he states, he declined to have the repair performed. Given that the vehicle was not purchased from us, Ourisman Chantilly is unable to offer [redacted] a goodwill repair at our expense. I believe that Mr. T[redacted]'s point was that any goodwill should be expected to come from the selling independent dealer.Now and in the future, we would be happy to provide [redacted] with any warrantable service as per the terms of any and all applicable Toyota warranties, but we cannot offer him any complimentary services above what Toyota provides.

125231.45Dear [redacted],[redacted] took delivery of a used vehicle on November 25 as she stated with no damage after "being carefully inspected at dealership with salesperson before driving away."[redacted] did return the following day to renegotiate the terms of her Contract, specifically...

the interest rate. We were able to obtain financing 1.25% APR lower than the original terms and offered that to her or she would be given the opportunity to obtain her own financing. As is our Company policy, she could also return the vehicle at no charge as long as the vehicle has not been damaged.Upon inspection of the vehicle, damage was discovered on the driver's side of the vehicle, incidentally, where her brother had parked his vehicle originally,When informed of the damage and her obligation to pay for the vehicle damage, she denied any knowledge of the damage. We obtained estimates from 2 body shops and we were contacted by [redacted]'s insurance company, The [redacted] Ins Company.The idea that we would damage a vehicle that we were taking back from a Customer seems to not make any sense. [redacted] was in possession of the vehicle when it was damaged. This dealership loses money waiting for the repairs being done to the vehicle as late model used vehicles depreciate rapidly.We are not the owner of the bodyshop, we obtained 2 repair estimates, and we offered [redacted] the opportunity to obtain another estimate,We are only asking for the damages incurred while in [redacted]'s possession to be paid to the bodyshop repairing those damages. This is not a financial gain to our store nor Can it possibly be construed as such.[redacted]agreed that she had carefully inspected the vehicle at the time of sale and we have pictures from when the vehicle was sold showing no damages to the vehicle,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I received...

one call from the business, but no follow up and no resolution to the issue. 
Regards,
[redacted]

Revdex.com of Metro Washington DC
Oct 17 (13 days ago)
to me 
---------- Forwarded message ----------
From: <[redacted]>
Date: Fri, Oct 17, 2014 at 4:25 PM
Subject: ID [redacted] attention [redacted]
To:...

[email protected]
Dear [redacted]:
Regarding the concerns raised by [redacted] (complaint ID [redacted]), Ourisman Chantilly Toyota's Service Director, Chris C[redacted], completed repairs on the tailgate and folding rear seat concerns that the customer expressed on October 16, 2014.  As a goodwill gesture to [redacted], no labor charges were assigned to that repair.  [redacted] purchased the needed part (a tailgate lock assembly) and the dealership absorbed the diagnostic and labor charges associated with the repair.
Thank you,
Ken G[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  [redacted] reciecve his car back on  Nov. the 24th and when he recieve his car back that gas was low, but after filling the car with gas, come to find out they never fix the gas flow needle  back was not working seat was bent from them getting to fuel pump call paul p[redacted] to make him aware:  Two days later as Chis C[redacted] predicted the car would break down again, as stated the car broke down again as he stated not only did it break down it was inpounded because the car was in a hazzard spot on highway another $250.00 extra dollars.  I asking them to reverse all charges that have been charge to three credit cards-verse, credit one, and capitol one.  I don't know why [redacted] didn't hold up to their policies, now I'm asking that all charges be reverse, and the reason got to have someone to fix the gas flow had to pay for tow, and chris c[redacted] knew this was going to happen for what ever they did, and **. C[redacted] making this statement also got my son kill for their negenice and  did not want [redacted] to take car back for reasons stated above:  I will not deal with them in near future.  And will not allowed [redacted] to do anything else to son car, now I feel like they are playing with his life, and this is notacceptable.
Regards,
[redacted] /[redacted]

July 13, 2017[redacted] Revdex.com service Metro Washington DC and Eastern Pennsylvania 141 1 K Street NW 10" FloorWashington, DC 20005-3404Dear [redacted]:Thank you for sending us the response from [redacted] (complaint ID [redacted] ([redacted]).I can appreciate [redacted]'s perception, based on what he quotes Mr. T[redacted] as having said, that Warranty coverage terms are applied differently based on where one's vehicle is purchased. Fortunately for all concerned, that is not the case. Decisions regarding warranty coverage are made by the service department staff, who are responsible for ensuring warranty compliance, not by Mr. T[redacted]. Mr. T[redacted] certainly has the authority to invest dealership goodwill funds in an out-of-warranty situation, but that does not change whether a concern is caused by a manufacturing defect within the specified Warranty coverage period, and whether a valid warranty claim may be filed for that specific repair.I Would be happy to inspect [redacted]'s shift knob myself to see if I agree or disagree with our prior evaluation that the knob was damaged (physically broken) by some external influence, and that it did not fail due to a manufacturing defect. If I should feel that our original evaluation was incorrect, then we will be happy to replace the component under the terms of Toyota's limited comprehensive warranty, as long as that Warranty has not expired. Just to be clear, however, if I should agree with our original evaluation. Ourisman Chantilly Toyota is not in a position to offer goodwill assistance with the repair.It is true that Ourisman Chantilly offers, but does not require, service appointments. We do however give priority to appointments when assigning Work. [redacted] may, if he so chooses, contact me directly to have his shift knob re-inspected. I can usually break away from any current tasks within five to ten minutes in order to minimize his waiting time. I can be reached on ###-###-#### X [redacted].Sincerely,

I had a very bad experience today and pretty much everytime I go there... the sales people were are very pushy and rude when I was buying the car, I though it's only him but it's pretty much all of them there, they want to sell the car that's all, I went today for an oil change and I told them about a noise I hear from day one on my brand new camry and the customer service "MANAGER" DOUG started yelling telling me how hard his life dealing with customers and just walked away after that creating a big scene, will never go there again and we will never ever recommend this place for anyone

November 26, 2014
Dear [redacted]:
Thank you for investigating the concerns raised by **. and [redacted] (ID number [redacted]). While substantial relevant information is missing from [redacted]’s recitation of events, we were able to arrive at a compromise solution with the...

assistance of Ourisman Chantilly Service Director Chris C[redacted].When the vehicle first arrived at Ourisman Chantitly Toyota, it had an engine compartment fuel leak, the result of poor workmanship by others. Ourisman Chantilly Toyota repaired that significant safety-related issue, and the vehicle appeared to perform properly.
Regarding the driveability issue, the owner declined to have the recommended genuine Toyota fuel pump installed, and instead opted to have an aftermarket part installed by others. Poor workmanship caused that repair to fail, and we corrected the issue with the owner’s authorization at a substantially reduced price on November 25. **. [redacted] was provided with a complimentary rental vehicle, something to which we feel he was far from entitled, by Mr. C[redacted] in an effort to reduce the stress and expense of having a second failure as a result of poor workmanship by others. The value of that rental vehicle's usage was $690.00.
I have enclosed a copy of our repair order [redacted] documenting the portion of the repair work provided free of charge to **. and [redacted], the portion paid for by **. and [redacted], and the complimentary rental vehicle provided by Ourisman.Any further questions on this issue should be directed to Chris C[redacted]. Thank you again for your interest and assistance.
Very truly yours,
Kenneth G.
Parts and Service Director

Dear [redacted],With respect to the aforementioned complaint that the complainant has not received a second set of keys for his vehicle, Ourisman Chantilly Toyota will provide the complainant with another set of keys.Our key tracking now is currently so structured that it is virtually impossible...

for a key to not end up in the proper hands unless the key was lost previously and never returned to our key machine, where both sets of keys are kept. We would, then, of course, owe our customer a key.In this case the second set of keys was time stamped and checked out by the delivery coordinator on the day of and at the time of the delivery by the younger gentleman that the complainant mentioned in his letter. However, the complainant believes he did not receive this key.Despite our best practice, I do not see any benefit in not providing the complainant with another key, if he believes that he was not provided the second key.| will have my internal service advisor and/or his sales person contact the complainant to set up a date to program another set of keys for him. Thank you for helping satisfy this complainant.Sincerely,David T[redacted]

We have ordered and have on hand the additional key for [redacted].[redacted] has an appointment for this Wednesday to have the key programmed to his vehicle and to have regular maintenance performed.I will advise upon completion of both items.Thank you,Ken

Review: We purchased this vehicle April 2013; at the time the vehicle had 38,000 miles. Within the first year the automatic back door stopped working. What I find extremely frustrating is this vehicle does not have an alternate way of opening the back door, Toyota did not equipped this vehicle with a manual way to open the back door from the outside. There is a way to manually open it from the inside, however I find this to be very inconvenient.

We waited to take the vehicle to a Toyota dealer because we find the dealerships to be extremely overpriced; in addition the dealership charges $136.00 to diagnose the problem. We finally decided to take the vehicle in to Ourisman Chantilly Toyota, I had an appointment on October 1st at 1:30pm and was informed it would take approximately two hours. I waited with my two year old daughter at the dealership, after 1 hour and 45 minutes Paul P[redacted], assistant service manager, came over and informed me that they were not able to find the problem and that they would need an additional two hours to investigate further. I was going to be charged an additional $136 for those two hours. I called my husband and my husband asked to speak to Paul, they exchanged words and after Paul handed me the phone and informed me that the dealership was no longer going to work on my vehicle and he would pull it up front. I waited for approximately fifteen minutes for my invoice, which show an amount of 0 dollars, and approximately 15 more minutes for the car to be brought up front. At the end the back door is still not working and we have no idea what is wrong with it.

A Toyota dealership that specializes in Toyotas should be able to find the problem and provide me with a diagnosis in two hours. If they mechanics are truly Toyota certified and only specialize in Toyota vehicles then they should be familiar and should be able to handle any issue they encounter and diagnose it within the allotted time. I find it hard to believe that two hours was not enough time for the service department to come up with a diagnosis. I understand that they have to remove panels to check the electrical wires, even with removing the panels it should not take four hours to diagnose the problem.Desired Settlement: I would like the Toyota dealership to find and fix the problem in a reasonable amount of time and for a reasonable price.

Business

Response:

Revdex.com of Metro Washington DC

Oct 17 (13 days ago)

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Fri, Oct 17, 2014 at 4:25 PM

Subject: ID [redacted] attention [redacted]

To: [email protected]

Dear [redacted]:

Regarding the concerns raised by [redacted] (complaint ID [redacted]), Ourisman Chantilly Toyota's Service Director, Chris C[redacted], completed repairs on the tailgate and folding rear seat concerns that the customer expressed on October 16, 2014. As a goodwill gesture to [redacted], no labor charges were assigned to that repair. [redacted] purchased the needed part (a tailgate lock assembly) and the dealership absorbed the diagnostic and labor charges associated with the repair.

Thank you,

Ken G[redacted]

Consumer

Response:

Revdex.com of Metro Washington DC

Oct 17 (13 days ago)

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Fri, Oct 17, 2014 at 4:25 PM

Subject: ID [redacted] attention [redacted]

To: [email protected]

Dear [redacted]:

Regarding the concerns raised by [redacted] (complaint ID [redacted]), Ourisman Chantilly Toyota's Service Director, Chris C[redacted], completed repairs on the tailgate and folding rear seat concerns that the customer expressed on October 16, 2014. As a goodwill gesture to [redacted], no labor charges were assigned to that repair. [redacted] purchased the needed part (a tailgate lock assembly) and the dealership absorbed the diagnostic and labor charges associated with the repair.

Thank you,

Review: Hello,

I was in the market for a 2013 [redacted], When online and found 2 white one that I liked at Ourisman Chantilly VA. Spoke to a rep named [redacted], they had the the double cab short bed and the a double cab long bed at the fairfax office. I looked at the short bed [redacted] at Chantilly and told [redacted] I was more interested in the long bed [redacted], he told me if I was interested to go to the fairfax and look at it. When to fairfax and told him that this was the one I like. He got the vin # [redacted]and I was quoted $28948.00. I told him I wanted to think about it, I called him back and ask could they do 28,000.00, he then told me he will ask his manager and call me back. He called me back 15 minutes later and told me that we have a deal for 28,000.00 plus tax, tag and title. He asked me to come by the next day and I did. When over there and they said they cannot do for that price. I told them that [redacted] quoted 28000.00 over the phone and that why im here. They got me in the dealership just to waste more of my time. What kind of dealership are they running? They quote one thing and get you back in the door and then try to play with the numbers when you there. That is not the way to do business.... I hope Toyota can enlighten Ourisman Toyota Chantilly on better business practice and honor their price quote. Thank you for your time.

Thank You,

[redacted]Desired Settlement: Honor their price!