Ourisman Fairfax Toyota

Thinking I could trust Ourisman Toyota, I regularly brought my car to this location for serviceI have spent thousands of dollars on various repairs and maintenanceOver the summer I had a substantial amount of work done, and I noticed that after my last visit, in which they replaced and rotated my tires, a loud humming noise was coming from the front of the carThis morning I called to request an appointment and spoke to someone that was rude, so I decided I would try the Midas on Columbia PikeThey told me that Ourisman Toyota put my directional tires on backwards, and I had been driving on them like this for 6,milesI had to spend $to fix their error, and my trust is completely brokenWho knows what residual damage has been made to my car? I called the shop to respond about such terrible service, and they were unapologetic and treated me with little respectThey offered to refund me for the charges incurred to correct their errorShouldn't I be refunded for the service charges from the original work since it was done incorrectly? This company makes a bad habit of taking advantage of young women unfamiliar with car mechanics

Talked to mr Zhang, Told him to look in his booklet to see if he can locate the booklet that came with his packet, to see if he can find the arbitrator for his carIC

Took my 2010 Toyota Camry to the Ourisman Fairfax dealership for scheduled maintenance. All maintenance has to be done at dealership in order for them to honor the warranty. I was going out of town so I had checked the oil before I took it in for service. After waiting 2 hours they brought my car around and presented me with the invoice. I reviewed the invoice and realized it did not state anything about oil. I questioned the service representative Diego. I then expressed to him that I had checked my oil before I brought my car in and now we are going to see if there was anything done. As I popped the hood we see that the oil was still low. He then took it back to technician. The technician stated that he did not check the oil. This is not the first incident with the dealership in reference to maintenance on my vehicle. Last year in the dead of winter my oil filter gasket was stripped and I had a leak. My vehicle was making a clicking sound. I pulled off I95 at a truck stop lift the hood to see that there was very little oil in my car just after it was maintenance 2 weeks prior. Now that my extended warranty has expired I am concerned about any maintenance supposedly done to my vehicle. Very disappointed and concerned.

This vehicle was purchased from 355 Toyota.  The customer took it there for service and the dealership found nothing wrong with the vehicle.  We looked at it and found the same thing.  The customer then contacted Toyota and they supported the findings of 355 Toyota.  We we just...

used as a second opinion.  This issue should go back to 355 Toyota.Sincerely,Dan D[redacted]General Manager

[redacted]'s 22 year-old [redacted] required replacement of the metal brake pipes ("tubes") that run from the front of of the vehicle to the rear.  The reason that the brake pipes failed was due to extensive corrosion that eventually disintegrated the metal and allowed the brake pipes to leak fluid....

 Performing this repair required that the vehicle's fuel tank be removed in order to obtain access to the brake pipes, as they run above the fuel tank, against the under body of the automobile.
When removing the fuel tank, it is necessary to separate the fuel tank from the fuel filler neck, which are joined by a short rubber hose.  Unfortunately, on [redacted]'s vehicle, the same corrosion that affected the brake lines and caused them to leak had also attacked the fuel filler neck. When carefully removing the fuel tank and separating it from the fuel filler neck, the thin metal of the fuel filler neck had been weakened to the point where it split and it could not be re-used.
This is not an instance where a technician carelessly or abusively damaged part of the vehicle while working on an adjacent structure.  As a result of the obvious corrosion, the Toyota Master Technician who performed the repairs was, in his words, "extra-careful" trying to perform that work, but age and exposure to corrosives had drastically weakened the fuel filler neck, and the 22 year-old rubber connecting hose was brittle, inflexible, and had adhered itself solidly to the fuel filler neck and the fuel tank.  There was no other way to safely repair the vehicle than to replace the fuel filler neck.
The best analogy that I can offer would be performing a plumbing repair on an old house.  One pipe may be seen to be corroded through and leaking, but in the process of replacing that pipe, other pipes may be found to have been weakened by rusting and corrosion to the point where they cannot be reused, and must also be replaced.
This was precisely the case with [redacted]'s vehicle.  Unfortunately, as corrosion is by its' nature insidious, it is possible, if not likely, that [redacted]'s vehicle may also suffer future failures as a result of corrosion.  While we hope that this does not occur, it is only logical that possibility be considered as [redacted] continues ownership of the vehicle.
Sincerely,
Ken G[redacted]

Review: I received a brake line replacement on my car. However during the process of the service, the sales associate told me that the mechanic who was working on my car, broke my fuel filler net. By the time the associate told me that the mechanic had broke a part of my car that I had not requested to be replaced, the associate then told me that the part that the mechanic broke had already been ordered, therefore I had to pay for a part in my car that the mechanic broke. I don't understand how a toyota dealer can make a customer pay for a part that the business itself broke. I did not brake the part, the mechanic did. Is this something that this business does on a normal basis? Break parts in customer's vehicles, and then force them to pay for a business's fault?Desired Settlement: I would like my money back for the cost of the part the mechanic broke and the cost of the installation/service for the part the mechanic broke.

Business

Response:

[redacted]'s 22 year-old [redacted] required replacement of the metal brake pipes ("tubes") that run from the front of of the vehicle to the rear. The reason that the brake pipes failed was due to extensive corrosion that eventually disintegrated the metal and allowed the brake pipes to leak fluid. Performing this repair required that the vehicle's fuel tank be removed in order to obtain access to the brake pipes, as they run above the fuel tank, against the under body of the automobile.

Thinking I could trust Ourisman Toyota, I regularly brought my car to this location for service. I have spent thousands of dollars on various repairs and maintenance. Over the summer I had a substantial amount of work done, and I noticed that after my last visit, in which they replaced and rotated my tires, a loud humming noise was coming from the front of the car.
This morning I called to request an appointment and spoke to someone that was rude, so I decided I would try the Midas on Columbia Pike. They told me that Ourisman Toyota put my directional tires on backwards, and I had been driving on them like this for 6,000 miles. I had to spend $100 to fix their error, and my trust is completely broken. Who knows what residual damage has been made to my car?
I called the shop to respond about such terrible service, and they were unapologetic and treated me with little respect. They offered to refund me for the charges incurred to correct their error. Shouldn't I be refunded for the service charges from the original work since it was done incorrectly? This company makes a bad habit of taking advantage of young women unfamiliar with car mechanics.

Review: I purchased my 2009 Toyota Prius in February 2009 from Ourisman Fairfax Toyota. At that time they told me that if I bring my car in every 5,000 miles for its maintenance, my drive train would be warranted for the life of my car. I have done this faithfully. On January 6, 2013 I purchased another 70,000 mile extended warranty from them for $2,250. Meanwhile, my 5,000 mi. service was due so I took it in to their service dept. 1 hr. later they called & told me I needed 4 new tires. I asked them why this keeps happening when my tires have only 30,000+ mi. on them, but are warranted for 50,000 (this was 2nd time). They told me they would call [redacted] the next day to find out about proration. They got the info from [redacted] to take appx. $39 off the price of each of 4 new tires. However the Gen. Mgr. told me they did not have my tires in stock, although the service dept. had them the night before. I called the service dept. and the young man told me they DID have my tires in stock. I wrote the gen. mgr. ([redacted]) an email asking him why he lied to me. They had indicated that my tires were too dangerous to drive on, but now were refusing to change them. He forwarded my email to a partner, [redacted], who sent a response back to [redacted] and apparently hit "reply to all" because I got it. His response was, "You should not have sent her somewhere else, and I will try to find a way to ban her." [redacted] had given me a code number from [redacted] and told me I could go get my tires anywhere that sells [redacted]. I couldn't. They would not give me the rebate [redacted] was extending to Ourisman Toyota. [redacted] began harassing me by email all day and I was at work, so I was a little nasty to him, as well, because I told him I am at work and cannot keep arguing with you. Finally he told me I am banned from ALL their lots (all Toyota dealerships anywhere near me.) This means my lifetime warranty on my drive train is worthless and getting my car serviced means driving appx. 30 miles in very heavy traffic after work, which is not fair. I was willing to pay for my tires, but at the pro-rated fee which [redacted] approved. They will not take my calls now and I am "banned" from their lots. I have done nothing to warrant being banned, other than falling in their handicap parking space (I have a handicap) and reporting it, just in case. Seems to me they are afraid I will file a personal injury lawsuit, but this was several weeks before the tire issue and I had not filed one, so they are just being unusually mean. I am 64 years old with a prosthetic knee and two hips that need surgery. My husband just got out of the hospital from heart problems. They are making my life a living hell. Please can you have someone investigate their tactics to shift me off to someone other than their dealership for my tires, then banning me when I could not get tires elsewhere? Thank you!Desired Settlement: I would like for them to apologize for stating they did not have my tires when indeed they did according to their service department. They just did not want to discount them $39 each as [redacted] had directed them. Then they banned me from their lots. I need to be able to bring my car in for service because I bought my car from Ourisman and they were offering a lifetime warranty on the drive train IF I brought my car to them for all services. I have done so, but now they are disallowing me to bring it there. Seems they don't want their customers to fight for our rights. I am very stressed out over this and nobody will take my calls or return my calls.

Business

Response:

The statements in [redacted]'s complaint are not accurate. She sent this same complaint to the Attorney General's Office. Here is a copy of the response sent by our service director to the Attorney General. They have investigated and closed the case.

Unfortunately for both parties, we have been unsuccessful in meeting

[redacted]'s expectations and requirements in a wide range of areas,

extending from Toyota and dealership policies and procedures, through

alternate transportation billing and selection, and even down to

complimentary car wash quality. The challenge of providing unique rules

and processes for [redacted] is one that we have not been able to meet

to her, or our, satisfaction despite an inordinate expenditure of time

and frustration.

Since [redacted]'s warranties are valid at any Toyota dealership, we

remain resolute in our opinion that it is in the best interests of [redacted] and Ourisman Fairfax Toyota to cease doing business with each

other. Therefore, as we are no more willing than [redacted] to change

our positions, we must decline to participate in any further processes

intended to resolve the issues differently.

We certainly hope that [redacted] is able to receive service more

suited to her needs in the future and are optimistic that a fresh start

elsewhere will jump start that process.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

This man is stating that they were unable to meet my demands. The only thing I "requested," not demanded, was when they told me I needed 4 new tires, I asked them to put them on, but only after [redacted] gave them a prorated price (the next day -- [redacted] told thenm to discount each tire by $39 because they had worn out in the 30,000 mile range, but were warranted for 50,000 miles). They forced me to go all over looking for a place with my tires because they were unwilling to discount the tires as requested by [redacted] and myself, I am 64 years old with a prosthetic knee, 2 bad hips which require surgery, and a bad back, all this in the middle of a snow storm. Naturally, they are going to tell you that they did everything to please me and I was uncooperative, but it was absolutely the opposite, to the point that the General Manager lied to me and told me they did not even have the tires in stock. I immediately called the Service Department and spoke with the young man ([redacted]) with whom I had been working the night before and asked him if they had my tires in stock and without hesitation he said, "Yes, m'am."

After I learned of the General Manager's dishonesty to me, I wrote him an email and told him how disrespectful that was for him and Ourisman to treat their customers that way and to be dishonest about even having the tires (which they told me my tires were very dangerous, but were unwilling to sell me the tires at the prorated price). I elaborated more on this, but he apparently forwarded my email to one of the owners who responded back to him by email and he obviously hit "reply to all" by mistake, because I got a copy of what he wrote to the General Manager. He told him, "You should not have send her somewhere else," and "I will try to find a way to ban her." I then wrote an email to this owner and asked him what in the heck did he mean "ban me?" I asked him what I had done to be banned for? I was at work and he continuously sent me harassing emails all day, baiting me. I finally wrote to him to quit emailing me, that he was acting like a seven year old. I also told him if he didn't want me to call his general manager a liar, to tell his general manager to stop lying to his customer.

These people absolutely have no scruples and if you don't respond appropriately to them, it will be a travesty of justice.

Sincerely,

Business

Response:

We never refused to honor the '[redacted] discount'. It is good at any [redacted] dealer.

After numerous dealings with [redacted] where she has yelled at our employees, we mutually decided that it was best for her to take her car elsewhere. We have tried to accommodate her but it seems like whatever we do she is not happy. Here are a couple of examples. We offer complimentary loaner cars. Most of the cars in our loaner fleet are Corollas. [redacted] feels that she is entitled to Prius because she owns one. If we had them in the fleet we would gladly let her use one. We offer a complimentary car wash with service. The last time that we cleaned her car, she got very loud saying that it was not good enough. There are many more examples.