Rodland Toyota of Everett

Dear Revdex.com, This letter is in relation to case number [redacted] that was assigned to Rodland Toyota VS [redacted] on 7-25-at 12: In looking into this case I have discovered that Rodland Toyota definitely dropped the ball when it came to the handling of [redacted] Mr [redacted] had requested to cancel the Toyota Care Plus contract on 5-22-15, this did not happen upon request, and carried on until 7-25-even after numerous attempts to reach Bre B [redacted] On 7-27-I had received your correspondence and discovered the situation had not been corrected I immediately had a check cut for the customer and Bre contacted customer to find out how he would like Rodland Toyota to get the check to him, whether it be delivered, mailed or picked up Mr [redacted] chose to pick up the check, when he arrived we also gave him a gift certificate to [redacted] for him to enjoy, due to the circumstances of the situation In closing we have reviewed our process to assure that we don’t have this occur with a customer in the future Sincerely, Colette K [redacted] Customer Relations Manager RODLAND TOYOTA

From: *** *** *** Sent: Tuesday, November 14, 5:PM To: *** ***>; *** Subject: Reference ID*** I have been contacted by Rodland Toyota and the situation has been resolved. I
want to thank Rodland Toyota for their professional resolution of this matter in a timely manner. I appreciate their commitment to excellence and would encourage others to use their services. Sincerely, *** ***

On August 1st we received a call from *** ***, and was told she had recently purchased a car from *** *** and was driving home when the car made an awful noise and quit moving and had to be towed. She had the vehicle towed to *** ***, with our recommendation we suggested
that we have it brought over to Toyota as it was a Scion TC, and if by chance it was a warranty issue we could better assist her. We put *** in a courtesy car and proceeded with the diagnosis, which *** was made aware via emails, as her phone was inoperable. Initial diagnose was that it was a failed clutch, but in order to confirm we would have to do a total tear down to determine the cause of the failure. We had numerous emails back and forth telling her that she needed to be prepared to pay $for a clutch replacement. The reason being, was that if the tear down showed the reason for the failure was not factory defect, she would be responsible for the bill of $plus tax. We also encouraged her to speak with *** *** for assistance as she had purchased directly through their dealership. After much deliberation the customer agreed to proceed, once we completed the tear down we confirmed that there was no factory defect that could be presented to Toyota for warranty
When vehicle was complete customer was contacted and asked to return the courtesy vehicle, she then was upset saying she could not pay for the bill, she did return the rental vehicle which was ten days worth of rental fees incurred by Rodland.
In closing the customer has now since picked up the vehicle and only paid $but refused to pay the tax of $92.Essentiallu she paid for what she considered only the tear down, she claims she authorized. We have absorbed the balance of that repair, and she now has a Scion with a complete clutch replacement

Dear Revdex.com,
 
This letter is in relation to case number [redacted] that was assigned to Rodland Toyota VS [redacted] on 7-25-2015 at 12:49.
In looking into this case I have discovered that Rodland Toyota definitely dropped the ball when it came to the handling of...

[redacted].  Mr. [redacted] had requested to cancel the Toyota Care Plus contract on 5-22-15, this did not happen upon request, and carried on until 7-25-15 even after numerous attempts to reach Bre B[redacted]. 
On 7-27-15 I had received your correspondence and discovered the situation had not been corrected.  I immediately had a check cut for the customer and Bre contacted customer to find out how he would like Rodland Toyota to get the check to him, whether it be delivered, mailed or picked up.  Mr. [redacted] chose to pick up the check, when he arrived we also gave him a gift certificate to [redacted] for him to enjoy, due to the circumstances of the situation. 
In closing we have reviewed our process to assure that we don’t have this occur with a customer in the future.
 
Sincerely,
 
Colette K[redacted]
Customer Relations Manager
RODLAND TOYOTA

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Sincerely, [redacted]

On August 1st 2016 we received a call from [redacted], and was told she had recently purchased a car from [redacted] and was driving home when the car made an awful noise and quit moving and had to be towed.  She had the vehicle towed to [redacted], with our recommendation we suggested...

that we have it brought over to Toyota as it was a Scion TC, and if by chance it was a warranty issue we could better assist her.  We put [redacted] in a courtesy car and proceeded with the diagnosis, which [redacted] was made aware via emails, as her phone was inoperable.  Initial diagnose was that it was a failed clutch, but in order to confirm we would have to do a total tear down to determine the cause of the failure.  We had numerous emails back and forth telling her that she needed to be prepared to pay $2200. for a clutch replacement.  The reason being, was that if the tear down showed the reason for the failure was not factory defect, she would be responsible for the bill of $2200. plus tax.  We also encouraged her to speak with [redacted] for assistance as she had purchased directly through their dealership. After much deliberation the customer agreed to proceed, once we completed the tear down we confirmed that there was no factory defect that could be presented to Toyota for warranty.
When vehicle was complete customer was contacted and asked to return the courtesy vehicle, she then was upset saying she could not pay for the bill, she did return the rental vehicle which was  ten days worth of rental fees incurred by Rodland.   
In closing the customer has now since picked up the vehicle and only paid $1000 but refused to pay the tax of $92.Essentiallu she paid for what she considered only the tear down, she claims she authorized.  We have absorbed the balance of that repair, and she now has a Scion with a  complete clutch replacement.