Rhinelander Auto Center Inc.

We have contacted the guest both by phone, my service manager *** *** spoke with her to attempt to resolve.Afterward I personally sent a letter and information to her by mail with no response. At this time we are assuming the issue is closed as we have had no further contact from
her.*** ***General Manager

I had contacted this guest after this was filed and all was resolved. I didn’t know it was the same person. I paid to have the repair done elsewhere for him.

Review: I purchased a vehicle from OK Used Cars of Rhinelander, which is part of Rhinelander Auto Center. It was purchased on August 18th 2015, and have had problems with engine coolant usage. Since purchase of the vehicle I needed to add coolant to the motor on a bi-weekly basis until recently I checked the coolant level again and noticed it was really low. I took it into a car mechanic and he stated that the coolant was approximately 2 gallons low on coolant. Upon further testing procedures they determined the head gasket and head studs have failed, allowing combustion gasses to enter the coolant system. Come to find out this is a common issue with 6.0 Ford Powerstroke Diesel motors. It was disclosed on the Buyers Guide from the dealer there was NO issue with the headgaskets, which was false. I tried several times to resolve the issue with the dealer and come to an agreement on a remedy, but have been met with much resistance and no offers of any assistance of any kind. They told me there was no way they could help, and all repairs were my responsibility. I am facing a several thousand dollar repair bill for an issue that was NOT noted on the Buyers Guide and it was checked on the Buyers Guide from the dealer that the head gaskets had NO problems. Also let it be noted that the Buyers Guide has "Automatic" transmission checked, but the truck is actually a manual transmission, so the credibility and reliability of the buyers guide is in severe question if they can't even get the type of transmission correct. Also, no warning lights of any type came on in the dash information to indicate low coolant, check engine, or anything like that. It was NOT stated on the Buyers Guide that those warning lights did not work, so that was further deception. Your help in this matter is greatly appreciated. I am seeking a full refund of the vehicle as they mis-represented the condition of the vehicle and did not note issues with head gaskets.Desired Settlement: I desire a full refund of the amount financed because the truck was mis-represented at the time of sale, and I would NOT have purchased the vehicle if a head gasket issue had been identified.

Business

Response:

I had contacted this guest after this was filed and all was resolved. I didn’t know it was the same person. I paid to have the repair done elsewhere for him.

Review: On Jan. 17, 2015, I was at the Rhinelander Toyota dealer for a tire rotation and oil change on my 2013 Rav 4 Toyota. I have a maintenance contract with them. I had told them to also check my tire that had a slow leak. After checking the tire, the service manager came to me and said there was a nail in the tire. I asked to see the tire, which he showed me, and indeed there was a nail. I asked him why they rotated the tires and then checked for the leak. Isn't it normal to check the tire before putting it on the car? No answer. He told me I needed a new tire and I asked why it couldn't be patched. He said the nail was in a bad place and couldn't be fixed. I decided to have another mechanic look at the tire before ordering a new one, at $229 plus install. I wasn't comfortable with Toyota's answers. I told the new mechanic the story and he just said "unbelievable!" For $15 it was patched and no problems since.I believe Toyota tried to deceive me, maybe because I'm a woman and was at their mercy. This type of deceit needs to stop!Desired Settlement: If my maintenance contract could be ended with a refund, I would go elsewhere for service. I don't trust them anymore.

Business

Response:

We have contacted the guest both by phone, my service manager [redacted] spoke with her to attempt to resolve.

Review: I took my truck in for a factory recall the work to be done was to address excessive corrosion on the frame. Later that morning the service department called they said the recall work was done and the frame looked fine but the transmission cable had broken because of ice build-up. The 10 years this truck has been in use it has never happened. I was told that the repairs could be done and ready by the following Saturday. That afternoon the service department called and said they did not have all the parts to complete the job and would have to keep the truck for most of the following week. I told them if they cannot do the job I would send down a tow truck to pick it up. They called back and said they just received a used truck on trade and used the parts from that truck to complete the job. I took my truck home and the following morning I inspected their work. I discovered that the recall work had not been done as required by the manufacture and their story of the repair of the shift cable had numerous discrepancies. To begin with it is not possible for ice to build up on the cable because it is inches away from the hot exhaust system and if the cable was restricted from moving it would take an excessive amount of pressure on the shift lever to break it in this manner. I had the service manager give me the parts they replaced. Out of the 4 parts they gave me 2 were not a match for my truck and the 3rd was in good condition not needed to be replaced. The parts listed on the work order there is a clamp priced at over $15.00 but in place of this clamp is a zip tie costing only pennies. As for the part they claimed to have taken from what I was told was a much newer truck is not feasible. My truck is a first generation Tundra all the parts related to the shift cable only fit the years 2000 to 2004.

Now for the recall work I filed a complaint to Toyota customer care and was assigned a case manager. The Rhinelander service manager came to my house to as my complaint. He agreed that there were areas where the rust coating was not applied but did not offer to resolve the problem. A follow up call to customer care revealed that the service manager told them that the job was done correctly and complete. The case manager told me that there was nothing more they could do and the case was closed. I had the truck inspected by two independent service garages. They both had similar findings. There was no evidence of any of the components having been removed. Dirt and corrosion covered the frame with the protective coating sprayed over the top and now falling off in large chunks. One mechanic brought my attention to the brake lines at the rear. They needed to be replaced this was also part of the recall. I filed a small claims case in Onidea County but was forced to drop it by intimidation from owner Mike Aus and the court commissioner.Desired Settlement: I would like to be reimbursed for the charge of the broken shift cable and have Rhinelander Toyota pay to have a garage of my choice to do the recall work properly.

Business

Response:

Attached you will find the original communications prompted by Mr. [redacted] posting to our business [redacted] well over a year ago.