Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Tell us why here...In response to complaint number ***, regarding *** and *** ***, we would like to go through the issues at hand. The *** the *** purchased did in fact have a manufacturing defect in the finish on two pieces of chrome that are part of the front bumper
assembly. The sales department set up an appointment to see what would be the best fix for these issues and after reviewing the issue felt that the right thing to do for the guest was to order new parts for the vehicle. Unfortunately, at the time of the *** first visit only one of the two pieces were in stock. We arranged for the guest to return with the vehicle when parts were in stock and at their mile service. When attempting to schedule the repair and service the guest did call *** in service to set up a time, unfortunately *** did miss the call and failed to call the guest back in a timely manner. At the time of the later phone calls *** was working with another guest and there was no message left at that time. Upon a later call *** and the guest did connect and scheduled their appointment. At the time of the appointment both parts were replaced with factory parts that were brand new. We know that is the case since as a result of this being a warranty concern we are required by the manufacturer to retain the defective parts for warranty review purposes. We have sent pictures of these parts with the attached warranty return tags to Mr*** and are confident that the parts were in fact replaced. After talking with Mr*** at length in regards to his concerns Big Two has arranged for a new part for the passenger side of the bumper as a goodwill gesture and have offered to arrange for the vehicle to be detailed and fully gassed when these services are performed. Mr*** was given the option of arranging for this to be done at either his next service or on his next visit down to the Phoenix area. As part of this agreement we have also offered a rental car for his use during that time to avoid any inconvenience. Mr*** accepted this offer and we believe that this situation will be resolved at this point. Our apologies go out to the *** family as we certainly do not want to create any inconveniences to our guests and genuinely want to make their experience outstanding. While we do not always succeed, it is not for a lack of concern or a sincere desire to help our guests. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Scion said that they would fix the problem but that they could not fix it because Toyota had their TAS look at my car and said that it was because of improper maintenance. A new car should not be doing this
Regards,
*** ***
March 31, 2015Complaint ID# *** *** ***
Dear Revdex.com Dispute Resolution Consultant,This memo will reference the complaint by Luis*** *** and his request for warranty coverage regarding his ScionFRS at Big Two Toyota Scion of ***.In reviewing *** ***
letter, we haveinvestigated the concerns documented in his complaint and subsequent letter tothe Scion Headquarters. *** *** didbring his vehicle in to Big Two with a concern about an engine knocking soundand Big Two inspected the vehicle in compliance with Scion warrantyprocedures. The technician foundevidence of metal on the oil dipstick and confirmed the noise coming from theengine bay. At that time per standardprocedure for a warranty claim concerning an engine, the technician called ToyotaTAS line (Toyota Technical Assistance) and opened a dialogue with Toyota todiscern if the matter was a concern that had been documented in other Scion FRSmodels. At that time the TAS line statedthat they did not believe that to be the case. Based on the TAS information, Big Two contacted our Field TechnicalSpecialist with Toyota to seek warranty coverage for engine tear-down andpotentially a new engine. Upon review of the documents, TAS Case, and vehicleservice history, the Field Technical Specialist for Toyota denied coverage of* *** vehicle and told Big Two that Scion would not cover the enginesince recommended maintenance had not been done based on Scion’s warrantyrequirements. Big Two asked that thematter be further reviewed and coverage was still denied by Scion.To be clear, Big Two Toyota Scion of *** didnot deny any warranty coverage and has no right to do so. In fact, it would be beneficial to Big Two tohave been authorized to do the mechanical work involved for *** ***. While Big Two would be more than happy torepair the vehicle under warranty, as an agent for the Scion warranty, we arebound by our dealer agreement to follow the direction of Scion in regards towarranty claims. In this case, Scion hasdenied coverage and Big Two cannot overrule their findings. While we certainly sympathize with **.***, we cannot unilaterally grant warranty coverage against the decisionsof Scion representatives. Again, we would be more than happy to repair thevehicle under warranty for *** ***, but after multiple attempts to havethe repair covered by Scion we were ultimately denied. Any further coverage or discussionunfortunately must be made with Scion directly. We will be available to point *** *** in the right direction shouldhe desire to pursue this issue further with Scion but cannot authorize warrantycoverage that has been explicitly denied by Scion.We certainly regret the circumstances of thisissue and appreciate the opportunity to provide this information and our sideof this matter.Sincerely,*** ***
In regards to the unsatisfactory experience with the customers collision repair at Fred Rleser Auto Body,Incwe would like to explain our resolution.When the customer first phoned and asked to speak with the owner, he was not available, and evidentlyher name and number for a call back was
misplacedWhen the customer called again we did have hertalk to the manager immediatelyShe explained of her unpleasant experience with her repair.We asked her to bring the car, and that we would place her h the rental vehicle and pay the cast, whilewe corrected her sited issues, which were apparently correct.We were able to complete those by the next day, and when she returned the manager went over thevehicle corrections and she was pleased, but still not happy with her original experience.We then received notification that she had filed a complaint with the Revdex.com, we contacted herimmediately to discuss, we believed we had resolved the issue previously, but she was still unhappy withthe overall experience.We offered her $for her inconvenience, which she said she would accept, which we sent out thenext business day.We have contacted her to see if she had received the check, and asked her to follow up with the Revdex.comregarding our resolution, which she said she did receive and cash the check and contacted the Revdex.com tofollow up.We have been in business for over years, and we strive for excellent service and repair, we are sorrythat she had an unpleasant experience, and have discussed the issue with our staff to make sure thatthis type of incident does not happen again.Respectfully,Fred Rieser Auto Body, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Tell us why here...In response to complaint number ***, regarding *** and *** ***, we would like to go through the issues at hand. The *** the *** purchased did in fact have a manufacturing defect in the finish on two pieces of chrome that are part of the front bumper
assembly. The sales department set up an appointment to see what would be the best fix for these issues and after reviewing the issue felt that the right thing to do for the guest was to order new parts for the vehicle. Unfortunately, at the time of the *** first visit only one of the two pieces were in stock. We arranged for the guest to return with the vehicle when parts were in stock and at their mile service. When attempting to schedule the repair and service the guest did call *** in service to set up a time, unfortunately *** did miss the call and failed to call the guest back in a timely manner. At the time of the later phone calls *** was working with another guest and there was no message left at that time. Upon a later call *** and the guest did connect and scheduled their appointment. At the time of the appointment both parts were replaced with factory parts that were brand new. We know that is the case since as a result of this being a warranty concern we are required by the manufacturer to retain the defective parts for warranty review purposes. We have sent pictures of these parts with the attached warranty return tags to Mr*** and are confident that the parts were in fact replaced. After talking with Mr*** at length in regards to his concerns Big Two has arranged for a new part for the passenger side of the bumper as a goodwill gesture and have offered to arrange for the vehicle to be detailed and fully gassed when these services are performed. Mr*** was given the option of arranging for this to be done at either his next service or on his next visit down to the Phoenix area. As part of this agreement we have also offered a rental car for his use during that time to avoid any inconvenience. Mr*** accepted this offer and we believe that this situation will be resolved at this point. Our apologies go out to the *** family as we certainly do not want to create any inconveniences to our guests and genuinely want to make their experience outstanding. While we do not always succeed, it is not for a lack of concern or a sincere desire to help our guests. *** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Scion said that they would fix the problem but that they could not fix it because Toyota had their TAS look at my car and said that it was because of improper maintenance. A new car should not be doing this
Regards,
*** ***
March 31, 2015Complaint ID# *** *** ***
* *** vehicle and told Big Two that Scion would not cover the enginesince recommended maintenance had not been done based on Scion’s warrantyrequirements. Big Two asked that thematter be further reviewed and coverage was still denied by Scion.To be clear, Big Two Toyota Scion of *** didnot deny any warranty coverage and has no right to do so. In fact, it would be beneficial to Big Two tohave been authorized to do the mechanical work involved for *** ***. While Big Two would be more than happy torepair the vehicle under warranty, as an agent for the Scion warranty, we arebound by our dealer agreement to follow the direction of Scion in regards towarranty claims. In this case, Scion hasdenied coverage and Big Two cannot overrule their findings. While we certainly sympathize with **.***, we cannot unilaterally grant warranty coverage against the decisionsof Scion representatives. Again, we would be more than happy to repair thevehicle under warranty for *** ***, but after multiple attempts to havethe repair covered by Scion we were ultimately denied. Any further coverage or discussionunfortunately must be made with Scion directly. We will be available to point *** *** in the right direction shouldhe desire to pursue this issue further with Scion but cannot authorize warrantycoverage that has been explicitly denied by Scion.We certainly regret the circumstances of thisissue and appreciate the opportunity to provide this information and our sideof this matter.Sincerely,*** ***
Dear Revdex.com Dispute Resolution Consultant,This memo will reference the complaint by Luis*** *** and his request for warranty coverage regarding his ScionFRS at Big Two Toyota Scion of ***.In reviewing *** ***
letter, we haveinvestigated the concerns documented in his complaint and subsequent letter tothe Scion Headquarters. *** *** didbring his vehicle in to Big Two with a concern about an engine knocking soundand Big Two inspected the vehicle in compliance with Scion warrantyprocedures. The technician foundevidence of metal on the oil dipstick and confirmed the noise coming from theengine bay. At that time per standardprocedure for a warranty claim concerning an engine, the technician called ToyotaTAS line (Toyota Technical Assistance) and opened a dialogue with Toyota todiscern if the matter was a concern that had been documented in other Scion FRSmodels. At that time the TAS line statedthat they did not believe that to be the case. Based on the TAS information, Big Two contacted our Field TechnicalSpecialist with Toyota to seek warranty coverage for engine tear-down andpotentially a new engine. Upon review of the documents, TAS Case, and vehicleservice history, the Field Technical Specialist for Toyota denied coverage of
In regards to the unsatisfactory experience with the customers collision repair at Fred Rleser Auto Body,Incwe would like to explain our resolution.When the customer first phoned and asked to speak with the owner, he was not available, and evidentlyher name and number for a call back was
misplacedWhen the customer called again we did have hertalk to the manager immediatelyShe explained of her unpleasant experience with her repair.We asked her to bring the car, and that we would place her h the rental vehicle and pay the cast, whilewe corrected her sited issues, which were apparently correct.We were able to complete those by the next day, and when she returned the manager went over thevehicle corrections and she was pleased, but still not happy with her original experience.We then received notification that she had filed a complaint with the Revdex.com, we contacted herimmediately to discuss, we believed we had resolved the issue previously, but she was still unhappy withthe overall experience.We offered her $for her inconvenience, which she said she would accept, which we sent out thenext business day.We have contacted her to see if she had received the check, and asked her to follow up with the Revdex.comregarding our resolution, which she said she did receive and cash the check and contacted the Revdex.com tofollow up.We have been in business for over years, and we strive for excellent service and repair, we are sorrythat she had an unpleasant experience, and have discussed the issue with our staff to make sure thatthis type of incident does not happen again.Respectfully,Fred Rieser Auto Body, Inc