Smithtown Toyota

Review: om Jan.** I brought my car in to toyota service. I had several warning lights on my dash, one saying VSC. ihad no idea if this was dangerous, so I wanted to find out. It was 2pm when I brought the car in. the service tech told me it could be one of two problems. the first and and smaller problem would cost about $600.00 to fix, the second problem could cost several thousand to fix. The only way they could determine which one, was to give my car computer diagnositic test, and this would cost me $118.00. I said ok and left the car. About 4:30pm they called m to tell me it was the smaller problem. I gave them the ok to fix it for $600.00. that same night(Jan.**,)they left me a phone message saying my car was fixed and I could pick it ur the next day. On saturday morning about 9:30, I went to pick up my car. when I went in they told me to go straight to the cashier ot pay and get my keys. I paid the bill which was $560.00, and then they gave me my keys and receipt. I took my car and went home. on sunday,January ** the lights came back on. I called them on Monday and they told me on the phone if I looked at the receipt it would say if this doesn't fix it you will need additional work at much higher charges. On Tuesday morning ,Jan.** I drove back to the dealer and had a long discussion about the problem. they told me that they said at the beginning it could be one of two problems. I told them that they said if I paid for a diagnostic evaluation that would tell me what the problem was. I agreed to paying for their first diagnosis but they never told me it wouldn't fix the problem or I would not hve agreed to pay the $600.00 to have it fixed. the only time I saw that they would have to repair it again is when I paid the bill and they gave me the receipt I put a hold on my american express card for this charge pending a responsible agreement. I since had the car fixed for $130.00. This whole problem seems like its a scam or they don't know what their doingDesired Settlement: Refund credit card.

Business

Response:

This vehicle came to us with a check engine light and we retrieved codes indicating a timing advance system malfunction on the bank 2 camshafts. From experience we know this is usually related to a lack of proper maintanence resulting in inadequate lubrication. This vehicle had all it's oil changes done at another shop and never by us. Prior to commencing work we advised the customer that replacing the failed parts (variable valve timing control valves) is correcting the immediate problem but the underlying problem is that the engine had not been properly maintained and that problems may return as a result of sludge or dirt contamination. In calling the outside shop that had performed the oil changes we were told that "he maight have missed one or two". We advised in writing that 'IF PROBLEM RETURNS AS A RESULT OF SLUDGE OR DIRT CONTAMINATION IN OIL SYSTEM, WILL NEED FURTHER DIAGNOSIS AND MAY NEED MORE EXTENSIVE REPAIRS." Not surprisingly the check engine light returned within days and we diagnosed that the bank 2 VVTI gears were not advancing and advised the customer that "THE PROBLEM IS CAUSED BY DIRT IN OIL." .and suggested that the customer "..BRING TO HIS TECH TO TRY ENGINE FLUSHES AND OIL CHANGES.." We did not charge the customer for the second diagnosis and recommendation.

The vehicle involve is a fairly recent Avalon with low mileage and it would seem unlikely that anyone would not invest in a repair to a vehicle worth many thousands of dollars.

We are gratified to see that our recommendation was followed at his original shop and the customer was able to resolve this issue.

We performed a necessary and adequate repair and we were forthright in advising the customer about the possible consequences of inadequate maintanence and the course of action to take to try to resove the underlying issue. Under the circumstances we feel fully justified in denying the customers claim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

the way they explained the problem to you and the fee they charged were not the way it actually took place. they told me that the problem was fixed

and it wasn't until I paid the bill and they gave me the receipt that it said it might need further work. when they they first diagnosed the problem

I told hem if it can be fixed for $600.00, I would agree to fixing it but if it was going to cost more than that I will not have it fixed. they knew what

I told them and they agreed that the original diagnosis would definitely fix the problem. if it was just changing and cleaning the oil(which wasn;t

necessary) why would it cost $600.00

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello again [redacted],

In his last reply [redacted] states “it wasn’t until I paid the bill and they gave me a receipt that it said I might need further work”

However, if you look at his original complaint he states that we said “it could be one of two problems”.

This confirms that we advised him, after diagnosis but prior to any repairs that there could be other concerns – however we did not say it could be one of two problems. This is an important distinction. After diagnosis we knew he had a DTC for two particular oil control valves and we verified by hand that they were binding. We did not have any other indication of a problem (“one of two things”) .We did voice concerns that because the oil control valves indicated inadequate lubrication and because we were told by his service man that the maintenance might have been missed once or twice – that the engine could still have other incipient problems resulting from inadequate maintenance. This was a general observation and not a specific recommendation or diagnosis-it was to advise him that other issues could arise from the past service history. Other than to suggest changing the oil, we made no other recommendations.

We don’t know what is meant by the last sentence “if it was just changing and cleaning the oil(which wasn’t necessary) why would it cost $600.00”

I will contact [redacted] to see if I can clear this up.

Smithtown Toyota

###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

they specificately told me after I agreed to pay them $118.00 for the computer diagnosis that the diagnosis was that it was a minor problem and it would

cost me about $600.00 to fix it. If they told me in advance that this might need further work after the repair, I would not have agreed to pay $600.00 and then

still have to pay additional charges to have it repaired. They told me at the very beginning it mightbe a small repair for $600.00, or a large repair for several

thousand dollars. The only way they would know would be after the computer diagnoses. After the diagnosis they told me it would e a small repair for $600.00.

I told them if it was a major repair I wouldn't pay to fix it. They told me it was the small repair.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased with my new vehicle a prepaid plan for service at various milages. I had such a prepaid service for 45K. I scheduled the vehicle at the dealership under that understanding. My son drooped the vehicle off. He signed forms which he believe were authorization to do 45K. I was called later in the day and told that I owed $320.44. I asked how I could owe for prepaid service. The explantion was that the dealership had its own 45K service plan and decided to add on their service costs to the prepaid plan. I asked how they were authorized to do so and was told my son signed a form authorizing this addition. This is a perfect example of bait and switch. The bait is the prepaid service plan which the dealership then switches to its own plan.Desired Settlement: I wish my credit card to be reaccredited the amount of $320.44.

Business

Response:

This vehicle was brought to us by the customers son, an adult over 21 who represented that he could decide upon and then authorize any recommended work.

Based on our experience and the fact that the vehicle had 45,000 miles we suggested maintanence items over and above a simple oil change and tire rotation which were provided by the customers pre-paid plan. The customers son authorized some of this work and declined others. He signed the repair order in two places including the line specifically displaying the estimated cost. In addition our service writer asked if he wanted to call for further authorization and was told it would not be necessary, and we proceeded with the work accordingly.

At 45000 miles this vehicle had been driven the equivelant of two times around the earth at the equator and most people would find it reasonable that more than changing the oil and rotating the tires might be called for. As was the case here, we do what our customers ask for and nothing more, but if we don't make recommendations we feel are reasonable we can be held to task for resulting failures, including break-downs as well as repairs.

Under the circumstance we cannot refund the customer for work authorized and performed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1- The dealer fudged their response by avoiding the issue of the owner's authorization.

2-The car had a prepaid service plan which was the reason the service was scheduled by the owner with the dealer. It was not scheduled for any services beyond the prepaid service through the manufacturer Toyota.

3-The dealer did not obtain the authorization of the owner to go beyond that prepaid service.

4-As for a supposed conversation between my son and a service personnel in which he was told that he could contact me for authorization , it is simply a fabrication. It is not document and my son denies that such a conversation occurred.

If the dealer was concerned about my authorization, all they needed to do was to contact me by phone directly for such authorization

Instead they made up a story that a 45,000 service visit would require more work than what the maufacturer recommended in the prepaid service visit.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here}

My claim is that I scheduled the vehicle for a 45K Toyota prepaid service. The dealership went onto charge around $300 beyond what the vehicle was sent into the facility for w/o obtaining my permission. They did call my home and spoke with my wife telling her that the additional $300 was part of the dealership's service program for a 45k service and that it went beyond Toyota's service plan. They attempted to get her permission to do additional work beyond the $300 which she said no to.

She called me immediately after the dealer's call to her. I then called the dealership demanding to know why they went beyond the prepaid service. They claimed that my son when he dropped off the vehicle had signed forms agreeing to these additional charges. He signed the routine forms that dealer require to do a service. He did not know that the dealership was running a bait and switch game. In any event the dealer could have called me or my wife if they wanted authorization to go beyond the prepaid service.

When I went to the dealership, I paid for the service under protest. They told me I had to sign a form to get the car released. I refused to sign any form given the way they were doing business. They eventually released my vehicle after an argument

As for their offer to do a free service visit if I dropped this litigation, I am out $300 by their actions.

Beyond that I will not bring my vehicle back to this dealership or patronize their business again. Their offer is ridicules.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have made a goodwill offer in settlement which unfortunately has been rejected by [redacted].

We feel the facts in evidence substantiate our position and thus our offer is final.

Review: I brought the car in for check engine light three times. The check engine light is still on. They fixed the coolant control valve twice, paid once and under warranty the second time, but they advised me that the water pump should be repaired for four hundred dollars. The third time I brought the car in for check engine light 3 months later, this time they want to charge another seven hundred dollars. I went to the dealership with all of the paper work, long story short they agree to fix problem for free. I pick up car that same day light comes on again. I called [redacted] the [redacted] and he said that was interesting and to bring the car in, to see if it was something" they did". I lost total TRUST in them. I contacted Toyota Headquarters, the resolution they came up with was to have the [redacted] contact me. I told them I am done dealing with them myself if you don't mediate then I will have to contact Revdex.comDesired Settlement: I would like car to be repaired at a mechanic of my choice. Not at Smithtown Toyota.

Business

Response:

We had serviced [redacted] Prius only once before, more than 100,000 miles ago. Accordingly when the vehicle came to us with 146000 miles we had no service history to rely on.

The vehicle demonstrated a check engine light, which is a multi-function indicator, with a code showing an issue with the coolant control valve. This part was replaced, but 7 weeks and 1400 miles later the check engine light came on and the codes indicated a problem with the coolant control valve. This part was replaced again under warranty and at no cost to the customer. Approximately three months and 6,000 miles later the check engine light came on again with codes indicating an issue with the coolant bottle. Even though this was a different code, for a different issue and 3 months later, we replaced the coolant bottle, temperature sensor and coolant bottle pump - at no cost to the customer - as goodwill for his inconvenience.

Because of the inter-related design of cooling system components as well as the high mileage of the vehicle it is not unusual to experience sequntial component failures

We reached out to [redacted] by phone and email on January [redacted] but have not heard back and hope that indicates that his problems are resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

The check engine light is still coming on.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We again make an offer to diagnose the customers car at no cost in an effort to determine what is wrong and whether we have any responsibility for the issue.

We can not accommodate the customers request to have his vehicle diagnosed and repaired elsewhere on the supposition that we will pay the bill.

If the customer chooses not to accept our offer for a no cost diagnosis we cannot move forward to a resolution and accordingly this is our last offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Since the car has the same issue as when I brought it in and was informed that it could be fixed by replacing certain parts, a full refund is the right thing to do. Over a seven hundred dollar bill you have destroyed a relationship with a customer that could have been fruitfull to smithtown Toyota.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,