Rudy Luther Toyota Scion

John [redacted] , service director at Rudy Luther Toyota has been in contact with Josh [redacted] , who we were told is acting as an agent for the customer Mr [redacted] gave instructions to Mr [redacted] on how to contact Toyota Motor Sales, service division, to apply for a refund from Toyota directly This is how we were instructed by Toyota to handle cases like this We are interested to know when the customer receives the refund, so we know that the complaint has been resolved

Revdex.com:I had already been in contact with the Toyota Motor Sales Service Division They had initially referred me back to the dealership, but I updated them on Mr [redacted] 's recommendations The service manager which caused this entire situation no longer works for Toyota This unfortunate experience was caused by the original service manager He gave me misinformation and attempted to misdirect my focus which ended up with me paying for a service that should have been covered under warranty The situation was then exacerbated by the next service manager having to pick up the pieces and me having to reexplain everything that I had already gone through This situation has been resolved to my satisfaction since working with the Toyota Motor Sales Service Division I am hopeful that the customer service given at this dealership will improve based upon my recent experience.Thank u!? Show quoted text I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 10, 2015/06/24) */ Our call center called him about a special offerWe have since put him on our do not call list

I am rejecting
this response because: I would like to thank Luther for their responseThe principle behind Carfax is to get true and accurate information about a vehicleTo suggest that Twin City Tire is unethical to charge us for CV Joint replacement as stating on the Carfax and actually replace the both axels is bold because it might cheaper for them to doI have reviewed the invoice and it state replacement parts for the CV JointThis is coming from the service center that suggested replacing the boot when inspected and failing to state it would be cheaper to replace the axel versus installing the bootOnly when the issue of the boot would not work with an after market axel did they state this to resolve the issueIf this would have been brought up at the time to fix the issue they suggested, this matter would never have come to light because I would have chosen to replace the axel versus replacing the boot based on cost alone
In conclusion, I will try to contact Twin City Tire to see if they replaced the axel, but I am assuming they will deny it based on the invoice and Carfax reporting
I will no longer be working with any Luther dealership with the exception to keep the warranty on the tires that I purchased from them
I am assuming this will be my last communication on this matter as Rudy Luther Toyota has nothing else to offer based on their communication
Thank you for documenting my complaint

We pulled all of our records for the time period since Mr *** purchased the Toyota 4Runner new from Rudy Luther Toyota. There is no indictaion that an axle was ever replaced by Rudy Luther Toyota. Please review the attached Word document for the full response

Initial Business Response /* (1000, 5, 2016/03/23) */
***s lease expried on December 14, We are tryng to assist her in purchasing her leaseShe has received an aprroval from Toyota Financial Services*** is working on getting together the money and documents she needs to obtain
the financingThe last conversation we had was 3/22/after she left a voice mail for the General Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/03/23) */
Left VM for Ms ***Advised that since it is unclear how long it will take to finalize purchase transaction (Revdex.com typically allows days from business response for consumer to reply and say issue is resolved / not resolved), Revdex.com will be closing the complaint for now, as it appears dealer is actively working with Ms *** toward a resolution
Told Ms *** that if she feels at some point that dealership has not followed through on commitments to work with her, she may contact Revdex.com to have case re-opened, and Revdex.com will follow up accordingly

Initial Business Response /* (1000, 5, 2016/03/02) */
Response to Revdex.com Case# ***
Vin: ***
The customer brought his 4Runner to Rudy Luther Toyota for the first time on February 25, 2015, and asked us to correct the ticking noises in the engine
At that time we
removed the valve covers and diagnosed that the cam gears had been installed incorrectly prior to it being brought to Rudy Luther ToyotaThis was a labor intensive job to correct the mis-installed parts and that is why the bill came to close to $Because the engine made significant noise when it was first brought in we weren't able to detect, and did not expect, there was other engine noise which was discovered after the first repair was completedAfter realizing the lower engine noise indicated a significant problem which would require installing a used engine, we talked to the customer to get approval for the engineHe agreed to the engine replacement at that timeYou can get estimates from repair shops for pricing on used engines, but on a year old vehicle, there are often issues that come up that require more time to do the repair, rusty bolts and parts, and the ability to find a serviceable used engine that seems like a good bet to install, etcMost 4Runners that are the vintage of the cusstomer's have well over 200,miles or more, so finding an engine with only 135,miles is not easy
We were able to find an engine that we were told came from a 4Runner with approximately 135,milesThe engine vendor provided us with the VIN from the vehicle that provided this engine, and I have checked the CarFax on itThe last mileage reading was recorded at a Valvoline oil change facility in Medina, MN and the reading was 130,on July 3rd, 2014, about months prior to us installing the engine in the customer's vehicleThe VIN from this vehicle was ***
The customer brought his vehicle to us again on August 10, for an exhaust gasket repair, to reinstall an Osensor and repair a problem with the 4WD switch
The vehicle was brought back again on October 2nd, for brake work and other miscellaneous repair
It was brought back again on October 28th, for exhaust work
It was at this service visit that one of our technicians noticed that the frame had a hole in itThis was months after the original engine work was done
While we make it a practice to look over vehicles while they are in for service, a detailed inspection of the frame is not usually part of the inspection, unless there is a request or obvious reason to do soThere are some older Toyota models that have had a problem with frames developing holes from rust, but 4Runners are not known to be one of those
There is no way to know whether the hole existed at that timeIt is close to the rear wheel area, not the engine area, so not in a place the technician would have easily found while working on the engine, especially since the initial repair was done on the top of the engine not the bottom, thus we didn't need to put it up on a hoistIt wasn't found on two subsequent visits to our facility
It is as likely that ***, Spring Park, MN should have discovered the hole, if it existed then, when they did engine work and installed a timing belt and water pump on his vehicle December 11, 2014, (per the CarFax Vehicle History Report on the customer's vehicle)
When we met with the customer and looked at the vehicle's frame with him, we offered to take the vehicle to a frame shop that was referred to us as being very competent in frame repairsAs a goodwill gesture, we offered at that time to absorb the cost of that repair, and even took the vehicle to St Cloud to have the frame shop inspect it, and give us their opinion as to whether it was feasible to repairWe are relying on the expertise of the frame shops to advise whether a repair of this frame is a safe and reasonable repairWe do not have first-hand experience with frame repair, as I assume other Toyota dealers do not eitherPrior to offering to have the frame shop we contacted repair the frame, we told the customer we would pay the shop he had contacted to do the repair
The customer's concern that the engine wasn't replaced after all, is unfoundedHe brought in a vehicle with an engine with obvious problems and left with no problems reported to us in the months sinceThe serial number on the replacement engine can be verified to show it is not the engine that came with The customer's 4Runner, and the VIN tag on the engine should match the VIN that was reported to us from the vendor we obtained the used engine fromWe have the invoice from our used engine vendor to show that we purchased it on 2/26/
We have no desire to damage our reputation and good standing with the Revdex.com by gouging people on repairsWe stand behind our integrity and offered to pay for the frame repair strictly as a goodwill gestureWe did not assert that vehicles with patched frames are safeWe passed on information given to us by people we believe to be experts in the matter, that they could repair it so it would be reasonably safe, and if a shop patches a frame, it should be inspected regularly to verify further problems have not developed
As we originally offered, we are willing to reimburse the customer for his frame repair, and on his request will provide the invoice for the used engine (which shows the VIN for the vehicle it came from and states it had "135k" mileage) and the Carfax that verifies the mileage history for the vehicle the engine came from
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Engine:
Thank you for the information on the engineI apologize for accusing you of not replacing the engineHopefully you can understand how I came to this conclusion; I am disappointed that it took so long to send me the informationPlease send me a copy of the carfax and invoice
It is not hard to find an engine for this vehicleSee attachment for one of the engines I found on eBay for $with a warranty and 120k milesI called the seller, ***, and the shipping to Minneapolis is $See below for the listing link (at the time of this writing it is still unsold)This is just one example, there are plenty of grade A used engines on car-part.com that fit this vehicle for $500-$
I called and got quotes from more Toyota Dealerships on the labor for an engine swapThey are all aware that the vehicle is a 4runner and could potentially have bolts break:
-Tommy from *** quoted $
-Jeremy from *** quoted $
-Joe from *** quoted $
-Kelsey and her service manager Scott from*** quoted $3,
Including the quote from *** of $2600, the average labor cost for an engine replacement is $Again, this is significantly less than I was charged
Your mechanics made a mistake fixing the cams on my already broken/knocking engineThe ticking noise was concerning to me, but it was not loud; it could not be heard from inside the vehicle, so it seems odd that the mechanic could not hear the knocking due to the ticking
Regardless of the noise level, all the mechanic had to do was use their mechanic stethoscope to inspect the engine before the repair and they would have been able to determine that the engine was knocking and thus bad, eliminating the need for the cam repairsThis would have only taken a couple minutesIt makes sense to do this on all major engine repairs to ensure you aren't fixing a bad engine
I am asking that you prove your integrity by acknowledging your mistake and paying me the $
Frame:
I have many objections to your response on the frame, but I am willing to leave them out if you provide the paperwork on the engine, and the money for the frame and labor
eBay link:
http://www.ebay.com/itm/99-00-TOYOTA-4-RUNNER-3-4L-ENGINE-6-CYL-VIN-N-5TH-DIGIT-...⇄

The refund was mailed today for *** ***

Initial Business Response /* (1000, 6, 2015/12/26) */
Since she filed the compliant, the customer has gone to another Toyota dealership to have her recall completed
We are reluctant to work on her vehicle since there have been problems with every service visit she has had with us

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. I received the check reimbursing my deposit.Thank you for your assistance.Best,[redacted], PhD

Initial Business Response /* (1000, 10, 2015/06/24) */
Our call center called him about a special offer. We have since put him on our do not call list.

John [redacted], service director at Rudy Luther Toyota has been in contact with Josh [redacted], who we were told is acting as an agent for the customer.  Mr [redacted] gave instructions to Mr [redacted] on how to contact Toyota Motor Sales, service division, to apply for a refund from Toyota...

directly.  This is how we were instructed by Toyota to handle cases like this.  We are interested to know when the customer receives the refund, so we know that the complaint has been resolved.

Revdex.com:I had already been in contact with the Toyota Motor Sales Service Division.  They had initially referred me back to the dealership, but I updated them on Mr. [redacted]'s recommendations.  The service manager which caused this entire situation no longer works for Toyota.  This unfortunate experience was caused by the original service manager.  He gave me misinformation and attempted to misdirect my focus which ended up with me paying for a service that should have been covered under warranty.  The situation was then exacerbated by the next service manager having to pick up the pieces and me having to reexplain everything that I had already gone through.  This situation has been resolved to my satisfaction since working with the Toyota Motor Sales Service Division.   I am hopeful that the customer service given at this dealership will improve based upon my recent experience.Thank u!? Show quoted text
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/07/14) */
On our original inspection, prior to the sale, we found that all of the brake pads had measured 9mm, which is the same depth as new brake pads. When the customer complained about a noise coming from the front, we again inspected the vehicle on...

6/17/15, and found a problem caused by rust on the front rotors. We replaced both the pads and rotors at no expense to the customers. I talked to both purchasers of the van via phone on July 8th, and they complained about a noise coming from the rear. I called them back and told one of them, we would replace the rear pads at our expense, since we assumed the noise was due to the type of aftermarket pads. I told him if the rotors were bad, that would be their expense, but we didn't expect them to need replacing. An appointment was set up, but the customers didn't show for that appointment. Neither myself nor anyone else has been notified of damage to the vehicle, but once a customer takes delivery, we don't believe we are responsible for damage since it can be subsequent to the purchase.
The navigation item did show on the equipment list. That list is generated from software that checks Volkwagen's database via the VIN, and we make efforts to manually check accuracy, but there is a disclaimer on the window list that states: "Vehicle features and price listed are deemed reliable, but not guaranteed, please verify prior to purchase."
As a resolution, I will offer to replace or resurface the rear rotors, only if needed, at dealership expense, as well as the pads as previously offered.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */
Rudy Luther did not resolve this issue the navigation system has not been resolved' they did fix the rear brakes but also for the second time had to replace the rotors and pads in the front end noise has ceased. Upon picking up van the check engine light came on I can't get the vehicle to cancel light so I placed a call to Stacy who handles the used cars but as of today I still haven't received any response this vehicle is still under warranty and has an extended warranty as well I believe they have treated me badly and accused me of damaging the side sliding door as well I have owned this van for approx. 6 weeks for the second two weeks they were trying to replace the radio which would turn off and on by itself, so they had the vehicle longer than I and there were problems I am sure they were aware of . Thank You [redacted]
Final Consumer Response /* (2000, 19, 2015/07/30) */
case was resolved on 07-29-2015 Rudy Luther took back the 2010 Routan Van and assisted in finding another vehicle comparable in price and to my liking I was very pleased with the outcome My thanks to both parties in resolving these issues. [redacted]