Rock Springs Honda Toyota

We have addressed this situation to the best of our ability We do not feel it is our responsibility to pay for automobile service and repairs for a vehicle that we do not own, nor have ever sold, serviced or seen before We did the best we could to diagnose the situation with the information given to us It wasn't until later that further information was divulged from both the customer and the staff at *** * in regards to the issues the vehicle was having that we were able to deduce the actual problem and interpret the codes and metal in the filter Unfortunately, engines are expensive elements in relation to a vehicle No oil, or oil burning up too fast can cause significant damage and financial hardship to a consumer We understand that this wasn't the best news to receive, especially this time of year, but we delivered it with professionalism and continue to attempt to this professional communication of the facts to the consumerOur technicians were thorough, as our staff was thorough in communicating, the only issue here is that customer did not like the outcome of the service appointment I feel that you would be hardpressed to find a service center willing to volunteer and donate labor hours on a wild goose chase to accurately diagnose an issue with a vehicle Unfortunately, we are a business with employees and families and cannot afford to foot the bill every time a vehicle has a negative diagnosis We encourage the customer take responsibility for his vehicle and reputation in our small town while doing what is best for him and the integrity of his vehicle We completely understand his decision to take the vehicle elsewhere and wish you the best of luck

Complaint: ***
I just wanted to let u know that I am having the engine replaced at less than 1/your estimate at *** * *** in SLC in Utah They have had the customer service I was looking for They are friendly, professional and able to answer all of my questions about my vehicle To be fair it is a used engine, but even a new engine with installation was not near the price you quoted I appreciate the time you have spent with this matter I know it isn't a pleasant thing I hope you have a pleasant holiday season
Regards,
*** ***

In response to the complaint from *** ***, we would like to address the situation in it's entirety *** brought in a Toyota *** with over 140,miles Our technicians ran a diagnosis on it In addition to that, they completed a full inspection of the vehicle Upon
their inspection they visually found metal in the engine filter Considering the computer diagnosis, our further visual diagnosis and factoring the age and miles on the engine, our best solution to repair the vehicle was to purchase a new engine for it As a certified Toyota dealership & service center, we prefer to buy NEW engines in situations like these to avoid future problems and issues most receive with purchasing an old/used engine A new engine for this *** is valued between $& $10, Together with labor included to replace the engine, we ballparked estimated the repair to be around $17, If *** had wanted to pursue this route we would have been more than happy to provide a more detailed, itemized estimate.We also explained that there are other solutions including purchasing a used engine, however that was not recommended by our service staff as we more often than not have further engine problems with used engines Our service manager explained that repairing the vehicle to Toyota standards would inevitably cost more than the vehicle itself is worth, and given its age and mileage, suggested he consider purchasing a new car for the same price it would be to repair this oneWhen he spoke to a sales manager about trading in the un-repaired vehicle, we were unable to give him a trade in value for the ***, as the payoff and repairs were more than the value of the car We did not mean to offend him in this, just tried to communicate factual data in regards to actual resale value of the vehicle We would not be able to sell this car without a new engine in order for it to meet our used car inspection standardsOur technicians and mechanic spent a considerable about of time to diagnose this vehicle and ensure its proper diagnoses Unfortunately we can not give everybody a free estimate as some times, especially in this case the problem is not so apparent We charged less than the actual labor hours total spent and felt good about the integrity of our solutions suggestedWe apologize that *** disagreed with the diagnosis, our delivery of the diagnosis, and our preferred solution for our diagnosis We help hundreds of customers a year, many traveling through and many broke down along the Icorridor We have made a reputation for our service department to go above and beyond to help customers, treat them fairly and fully explain each step of the process In our follow up phone call with ***, we took the time to hear his complaints, expressed our sincere apology, and have added this incident to be discussed further at our next staff meeting While we appreciate feedback and the opportunity to learn and grow from these experiences, we also stand by our technicians, the diagnosis, and our best intended solution for the safety of the customer and longevity of the life of the vehicle

We have addressed this situation to the best of our ability We do not feel it is our responsibility to pay for automobile service and repairs for a vehicle that we do not own, nor have ever sold, serviced or seen before We did the best we could to diagnose the situation with the information given to us It wasn't until later that further information was divulged from both the customer and the staff at *** * in regards to the issues the vehicle was having that we were able to deduce the actual problem and interpret the codes and metal in the filter Unfortunately, engines are expensive elements in relation to a vehicle No oil, or oil burning up too fast can cause significant damage and financial hardship to a consumer We understand that this wasn't the best news to receive, especially this time of year, but we delivered it with professionalism and continue to attempt to this professional communication of the facts to the consumer.Our technicians were thorough, as our staff was thorough in communicating, the only issue here is that customer did not like the outcome of the service appointment I feel that you would be hardpressed to find a service center willing to volunteer and donate labor hours on a wild goose chase to accurately diagnose an issue with a vehicle Unfortunately, we are a business with employees and families and cannot afford to foot the bill every time a vehicle has a negative diagnosis We encourage the customer take responsibility for his vehicle and reputation in our small town while doing what is best for him and the integrity of his vehicle We completely understand his decision to take the vehicle elsewhere and wish you the best of luck

In response to the complaint from [redacted], we would like to address the situation in it's entirety.  [redacted] brought in a Toyota [redacted] with over 140,000 miles.  Our technicians ran a diagnosis on it.  In addition to that, they completed a full inspection of the vehicle.  Upon...

their inspection they visually found metal in the engine filter.  Considering the computer diagnosis, our further visual diagnosis and factoring the age and miles on the engine, our best solution to repair the vehicle was to purchase a new engine for it.  As a certified Toyota dealership & service center, we prefer to buy NEW engines in situations like these to avoid future problems and issues most receive with purchasing an old/used engine.  A new engine for this [redacted] is valued between $9000 & $10,000.  Together with labor included to replace the engine, we ballparked estimated the repair to be around $17,000.  If [redacted] had wanted to pursue this route we would have been more than happy to provide a more detailed, itemized estimate.We also explained that there are other solutions including purchasing a used engine, however that was not recommended by our service staff as we more often than not have further engine problems with used engines.  Our service manager explained that repairing the vehicle to Toyota standards would inevitably cost more than the vehicle itself is worth, and given its age and mileage, suggested he consider purchasing a new car for the same price it would be to repair this one.When he spoke to a sales manager about trading in the un-repaired vehicle, we were unable to give him a trade in value for the [redacted], as the payoff and repairs were more than the value of the car.  We did not mean to offend him in this, just tried to communicate factual data in regards to actual resale value of the vehicle.  We would not be able to sell this car without a new engine in order for it to meet our used car inspection standards.Our technicians and mechanic spent a considerable about of time to diagnose this vehicle and ensure its proper diagnoses.  Unfortunately we can not give everybody a free estimate as some times, especially in this case the problem is not so apparent.  We charged less than the actual labor hours total spent and felt good about the integrity of our solutions suggested.We apologize that [redacted] disagreed with the diagnosis, our delivery of the diagnosis, and our preferred solution for our diagnosis.  We help hundreds of customers a year, many traveling through and many broke down along the I80 corridor.  We have made a reputation for our service department to go above and beyond to help customers, treat them fairly and fully explain each step of the process.  In our follow up phone call with [redacted], we took the time to hear his complaints, expressed our sincere apology, and have added this incident to be discussed further at our next staff meeting.  While we appreciate feedback and the opportunity to learn and grow from these experiences, we also stand by our technicians, the diagnosis, and our best intended solution for the safety of the customer and longevity of the life of the vehicle.

Complaint: [redacted]
I am rejecting this response because the response to how I was treated was poor.  The staff simply not helpful during the process.  There was one solution given and  no alternatives were addressed even when other dealership's information was shared with you.  No other alternatives were given other than to take my business somewhere else, or in other words it is a take it or leave it attitude.  There is also an assumption that Toyota dealers only use new parts which is obviously not true judging from [redacted] who also have certified technicians with Toyota [redacted] that offered that alternative.  As far as not being able to move my vehicle off the premises until the bill is paid in full is suspect to me.  That was also not addressed in your response.  That may be part of that take it or leave it attitude.  I am obviously a disappointee customer and there is not a response to make me feel better about this poor experience I have had with your company.  I would like a refund the diagnosis of my vehicle.  I am not satisfied with the work or the way I was treated through this process.  
I do appreciate you responding to my complaint and I hope for a positive resolution to my complaint.  I would like to be able to trust a Toyota/ Honda dealer in this area for I have recently moved here.  I have purchased Toyotas and Hondas for the last 20 years and have been treated well by dealership's in the past with no complaints.   This is the first time this has occurred.  As I said earlier, I would like to see a positive solution occur and be refunded my money for the diagnosis.  Thanks again for listening to my concerns.  The
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because the response to how I was treated was poor.  The staff simply not helpful during the process.  There was one solution given and  no alternatives were addressed even when other dealership's information was shared with you.  No other alternatives were given other than to take my business somewhere else, or in other words it is a take it or leave it attitude.  There is also an assumption that Toyota dealers only use new parts which is obviously not true judging from [redacted] who also have certified technicians with Toyota [redacted] that offered that alternative.  As far as not being able to move my vehicle off the premises until the bill is paid in full is suspect to me.  That was also not addressed in your response.  That may be part of that take it or leave it attitude.  I am obviously a disappointee customer and there is not a response to make me feel better about this poor experience I have had with your company.  I would like a refund the diagnosis of my vehicle.  I am not satisfied with the work or the way I was treated through this process.  I do appreciate you responding to my complaint and I hope for a positive resolution to my complaint.  I would like to be able to trust a Toyota/ Honda dealer in this area for I have recently moved here.  I have purchased Toyotas and Hondas for the last 20 years and have been treated well by dealership's in the past with no complaints.   This is the first time this has occurred.  As I said earlier, I would like to see a positive solution occur and be refunded my money for the diagnosis.  Thanks again for listening to my concerns.  The
Regards,
[redacted]