Santa Margarita Toyota Scion

Review: I took my car to get serviced by toyota of rsm. The did the spark plug change but told me that I need a new filter and my battery failed and needed to be replaced. I declined both because I felt the quote was too high. I woke up the next morning and started my car which was now making a high pitch screaming noise. I took it back and they couldn't figure out what happened and asked me to return another day when they had more experienced staff working. I took time off work to bring my car to them on Wednesday they stated that I had an excessive oil that was causing the noise on my drive belt. they said I needed to replace my drive belt and then they would have to tear open my engine in order to find the leak for repair. I questioned why this was necessary after 10 years of not having any problems with my car I have thousands of dollars worth of repairs after one day that they worked on it. I argued with him that they are the cause of all this work that now needed to be done on my car. they would no longer talk to me and went inside the building. I took my car 2 days later to another repair shop and it ended up being a $50 part that needed to be replaced that they probably did bump when they made the repairs to my car. I took my car yesterday to go get a new battery which they recommended because it fails this other company I went to would not sell me one because my battery was perfectly fine I believe the Toyota of RSM pulls bait and switch for repairs to customers all the time if you read the Yelp reviews on this company everyone that goes there is dissatisfied and has faulty repairsDesired Settlement: I want to be repaid for the spark plugs that they installed in my car because of all the time I had to take off work because of their miss quotes on work that was wrong with my car.

Business

Response:

This email is in response to the complaint you received from the Revdex.com in regards to service customer [redacted]. On 3/7/15 we assisted a lady who was claiming to be the x wife of Mr. [redacted] with her 2004 Toyota Matrix with 158092 miles. She advised our Assistant Manager Mark that she would like her four spark plugs replaced. Mark then generated a repair order and it was dispatched to one of our service technicians to have the four spark plugs replaced on top of the engine. While the vehicle was in our shop we had to use jumper cables to get the engine started so we advised the customer of that fact and the customer declined having a battery replaced along with a filter that was very black and needed replacement. The customer returned on 3/11/15 and advised that when she starts her car there is a high pitch noise coming from the engine area. We advised her that we would inspect the cause of the noise and perform a diagnosis and wave the normal 129.00 diagnostic fee as a courtesy. The diagnostic results came back from a Certified Toyota Master Technician that the drive belt tensioner bearing has gone bad and would need to be replaced to resolve the concern. We also advised that there is an oil leak from her engine that is leaking onto the tensioner that could have led to the problem or the part could have just failed due to age and mileage of the vehicle. The customer became very upset after receiving this information so I “ [redacted]” greeted the customer and asked if I could be of any assistance. She explained to me that we damaged her drive belt tensioner while replacing the spark plugs. I suggested we walk out the vehicle so that I could use the vehicle to help explain that the four spark plugs are on top of the engine and for no reason would we be working in the area of the failed part. She then proceeded to contact Mr. [redacted] by cell phone to discuss her displeasure and handed the phone to me. I greeted Mr. [redacted] and he explained that he was an x mechanic and was able to understand that replacing spark plugs could not lead to a failed belt tensioner but would like to have our service technician disciplined for not advising her of the failed part. I then explained to Mr. [redacted] that when the vehicle was in for the spark plugs to be replaced we never heard any abnormal noises from the engine during the service or when the vehicle was pulled into our service drive when it was picked up. He then proceeded to become very irate over the phone and calling me a [redacted] and telling me I didn’t know what the F[redacted] I was doing and threating to contact the Revdex.com and write negative reviews on Yelp. At this point I passed the phone back to his X-wife and told her to have a nice day. Attached you will find the Yelp reviews as he promised. Please let me know if you need anything else. [redacted]Service Manager 22722 Avenida Empresa, Rancho Santa Margarita, CA 92688Office: [redacted] Fax:[redacted]Email: [redacted].com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

these are lies. MARK TOLD ME THAT I HAD TO HAVE MY DRIVE BELT REPLACED. not once did they say they had to jump my car they said is was sluggish to start and that it failed the battery test. It passed when I took it to another place.

Review: I arrived at the dealership at 10:00 a.m., they stated that they could not wash my vehicle because of the "hundreds" of cars in the queue. One of the people on the front end then proceeded to take me to the back lot to show me maybe 20 cars that needed to be washed, still claiming the "hundreds" almost if they said it enough it would become true. I then proceeded to talk to a service desk operator then the manager who both gave me the same response. When I asserted that I had come before at 11:30 a.m. and it wasn't open yet (he told me that they open at 7 am, something that has never been true but advertised heavily), he simply said "I see", and when I asked to maybe be added to the queue as I was willing to wait he said "no". Note the business advertises that the car wash is open from 7 a.m. to 3:00 p.m. and at 10 a.m. they claimed they could not render services. This I believe was because my car was dirtier than others and frankly they did not want to put in the effort. A reasonable response from the manager would be to provide a rain check day, as it was 10 a.m. and people would come in till 3 p.m.; however, he simply dismissed that his failing to deliver service on claims that are advertised multiple places in the store was an issue, and offered no reconciliation or amendment only that the service might be active "next week".Desired Settlement: Only for them to actually wash my car and deliver on the promises that were iterated when the purchase was made, and also for them to allocate resources so they can actually render the services promised for the entire advertised period or at least a reasonable timeframe.

Business

Response:

Hello [redacted], This e-mail is response to a letter I received with ID-[redacted]. I called and spoke to Mrs. [redacted] today in regards to her complaint to the Revdex.com of receiving poor service on 8/30 for our complimentary car wash and coffee service we provide for all Toyota customer. I apologized to Mrs. [redacted] for the poor service that she received from one of our staff members and offered to wash her car at her convenience. Sincerely[redacted]Service Manager