Dear Revdex.com, Unfortunately, we have found that original equipment manufacturer (OEM) tires, on average, do not get the tread life our customers expect [redacted] came to the dealership this week and the [redacted] (***) checked the tire wear on their [redacted] The front tires measure 5/32nds and the rear tires measure 4/32nds The [redacted] determined that the actual mileage on the tires is 22,and recommended waiting days before measuring the tires again and contacting the tire manufacturer At 4/32ds measurements all around, the [redacted] feels he will be able to get the customer a prorated amount toward another set of tires [redacted] seemed amenable to this solutionOur records indicate the dash noise was difficult to diagnose as it was intermittent, and per Toyota, any concerns have to be clearly identified before a repair can be made under warranty
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Dear Revdex.com, Once we received [redacted] ***'s phone call, and prior to receiving the Revdex.com complaint, we scheduled an inspection of her brakes by [redacted] The inspection occurred last week and their finding is the damage was severeTwo new rotors, a new front left caliper, brake pads, shims, and a new hardware kit needed replacement, totaling over $1,in repairsIn addition to inspecting the brake components, the Toyota Service Representative looked at her service historyHe surmised that the damage was most likely caused by driving habits and deferred maintenance but did not rule out the possibility that the master cylinder might be dragging on her brake pads causing premature wearThe master cylinder could not be inspected until all of the worn brake parts were replacedToyota approved a one-time goodwill replacement of the brake parts so the master cylinder could be inspected [redacted] accepted the goodwill offer and chose an extended wear brake pad, even though we explained that they are more likely to produce the squeal she has experienced in the pastThe worn brake parts have been replaced, at no charge to [redacted] ***, and the master cylinder has been inspectedOur Master Certified Toyota Shop Foreman, [redacted] has determined the master cylinder is working as designed and he relayed his findings to the Toyota Service RepresentativeOur inspection also noted that the vehicle has three bent wheels, both front tires are worn down to the wear bars, an alignment is needed, the air and cabin filters need to be replaced and her vehicle is in need of an oil change as the oil has not been changed for 27,miles [redacted] ***'s brake pads were inspected and/or replaced at 27,221, 42,900, and 61,miles at [redacted] During those visits, [redacted] inspected the brake components, including the master cylinder, and could find no possible cause for the premature brake pad wear and determined that the brake noise she was experiencing was but might have been exasperated by the brake dust building up on the caliper, pad and hardwareWe tried different brake pads to help reduce the squeal she was hearing and cleaned the brake dust hoping that would helpWhen I spoke with [redacted] about her brake squeal 11,miles ago when we could find no cause (and her brake pads measured 7/8mm), I suggested she get a second opinion by another repair facility [redacted] admitted that she did not obtain a second opinion or get the recommended services performed We obtained the experience of not only a well-trained Master Certified Toyota technician and service staff but also a Toyota Service Representative who have all concluded that [redacted] will be well served by following Toyota's recommended maintenance schedule which is to bring her vehicle in for inspection and service every 5,milesWe sincerely hope [redacted] is satisfied with our goodwill offer and welcome a second opinion if she is unsatisfied with the outcome of our thorough investigationWe will be contacting [redacted] today to let her know her vehicle is ready for delivery
Dear Revdex.com, Our Service Manager has been in contact with the customer To investigate her concern, the Service Manager contacted the repair shop she visited We are unsure what happened since the repair facility did not save the pads for our inspection The front pads and rear pads were replaced at our facility on September 17, The rear pads would not have lasted over two years and 20,miles if they were not replaced at that time We cannot explain why the rear brake pads wore out faster than they should have with no indication of a caliper issue [redacted] brake pads have been known to produce a noise The customer is not hearing the noise now and that could be because they used an after-market pad from [redacted] at the other repair facility The Service Manager has offered the Customer a credit in our service department of $as a goodwill gesture The credit can be used in the service department toward any repair until it is used in full
Dear Revdex.com, The seat in question was inspected by *** while the vehicle was at our dealership and a repair offer was made pursuant to ***'s guidance, as Mr***'s vehicle is under warrantyWe have offered to repair the seat at no charge to Mr***, per ***'s
instructions as a one-time goodwill offerMr***'s unhappiness with the seat and offered resolution is misplaced on Stevinson Toyota West
Initial Business Response /* (1000, 5, 2015/09/24) */
Dear Revdex.com,
We sincerely apologize for the problems [redacted] has encountered registering her vehicle in [redacted].
[redacted] purchased a new [redacted] on June 30, 2015. On July 20, 2015, the paperwork and filing fee were sent to...
the [redacted] in [redacted]'s phone number was on the paperwork so the clerk could call her if there were any problems. A few days before we received [redacted]'s Revdex.com complaint, her paperwork was returned to our office with a note: "Have tried to contact customer to come in. We are unable to start application due to more information needed". Based on the request in her complaint, we immediately sent the documents overnight to [redacted] at the [redacted] location nearest her home and [redacted] our Business Manager, left her a voice mail. [redacted] called [redacted] soon after and let her know the paperwork needed to be sent to the [redacted] office. [redacted] was able to talk to [redacted] and they sent the documents to [redacted] contacted [redacted] on September 22 and they confirmed [redacted]'s vehicle has been registered. [redacted] left a message with [redacted] and we have not heard back to confirm this information. We have also sent a check for $50 to [redacted] to reimburse her for the temporary tag fee and gas.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their response is a little inaccurate and definitely sugar coated, I accept the end result. Once [redacted] got involved, everything went much smoother. She put a lot of effort into making it right and ultimately we got there. The check was appreciated as well as I had to make multiple trips to the DMV and take 2 days off work. Although it doesn't cover the missed work, it covered the gas. Ultimately, all the paperwork got finished and to the proper DMV by the deadline for the most recent temp tag. Thank you.
Complaint: [redacted]
I am rejecting this response because: The truck is still under warranty. It has only 13,700 miles. The seat has malfunctioned since the tuck was bought new . [redacted] has offered a remedy that they themselves have described as a temporary fix and once done the seat is no longer warranted. I have had three mechanics look this over and they all agree that it is a design problem. The dealership will not provide me with the name of the "field representative" that made this decision so that I may discuss the seat with him/her. The mechanics also see no evidence of "excessive wear" and I have photographs of the seat.. Regardless this seat is a hazard and should be permanently repaired (with a warranty) or replaced. I have spent money getting independent exams, rental cars and time off work. If this action is not sufficient than I will have no other recourse than to hope that a Magistrate will agree with me in Small Claims Court.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Revdex.com,
Once we received [redacted]'s phone call, and prior to receiving the Revdex.com complaint, we scheduled an inspection of her brakes by [redacted] The inspection occurred last week and their finding is the damage was severe. Two new...
rotors, a new front left caliper, brake pads, shims, and a new hardware kit needed replacement, totaling over $1,055 in repairs. In addition to inspecting the brake components, the Toyota Service Representative looked at her service history. He surmised that the damage was most likely caused by driving habits and deferred maintenance but did not rule out the possibility that the master cylinder might be dragging on her brake pads causing premature wear. The master cylinder could not be inspected until all of the worn brake parts were replaced. Toyota approved a one-time goodwill replacement of the brake parts so the master cylinder could be inspected. [redacted] accepted the goodwill offer and chose an extended wear brake pad, even though we explained that they are more likely to produce the squeal she has experienced in the past. The worn brake parts have been replaced, at no charge to [redacted], and the master cylinder has been inspected. Our Master Certified Toyota Shop Foreman, [redacted] has determined the master cylinder is working as designed and he relayed his findings to the Toyota Service Representative. Our inspection also noted that the vehicle has three bent wheels, both front tires are worn down to the wear bars, an alignment is needed, the air and cabin filters need to be replaced and her vehicle is in need of an oil change as the oil has not been changed for 27,724 miles.
[redacted]'s brake pads were inspected and/or replaced at 27,221, 42,900, and 61,000 miles at [redacted] During those visits, [redacted] inspected the brake components, including the master cylinder, and could find no possible cause for the premature brake pad wear and determined that the brake noise she was experiencing was normal but might have been exasperated by the brake dust building up on the caliper, pad and hardware. We tried different brake pads to help reduce the squeal she was hearing and cleaned the brake dust hoping that would help. When I spoke with [redacted] about her brake squeal 11,000 miles ago when we could find no cause (and her brake pads measured 7/8mm), I suggested she get a second opinion by another repair facility. [redacted] admitted that she did not obtain a second opinion or get the recommended services performed.
We obtained the experience of not only a well-trained Master Certified Toyota technician and service staff but also a Toyota Service Representative who have all concluded that [redacted] will be well served by following Toyota's recommended maintenance schedule which is to bring her vehicle in for inspection and service every 5,000 miles. We sincerely hope [redacted] is satisfied with our goodwill offer and welcome a second opinion if she is unsatisfied with the outcome of our thorough investigation. We will be contacting [redacted] today to let her know her vehicle is ready for delivery.
Dear Revdex.com, Unfortunately, we have found that original equipment manufacturer (OEM) tires, on average, do not get the tread life our customers expect. [redacted] came to the dealership this week and the [redacted] ([redacted]) checked the tire wear on their [redacted]. ...
The front tires measure 5/32nds and the rear tires measure 4/32nds. The [redacted] determined that the actual mileage on the tires is 22,409 and recommended waiting 30 days before measuring the tires again and contacting the tire manufacturer. At 4/32ds measurements all around, the [redacted] feels he will be able to get the customer a prorated amount toward another set of tires. [redacted] seemed amenable to this solution. Our records indicate the dash noise was difficult to diagnose as it was intermittent, and per Toyota, any concerns have to be clearly identified before a repair can be made under warranty.
Initial Business Response /* (1000, 5, 2015/08/21) */
[redacted], we are very sorry that you have been inconvenienced due to parts ordering errors. I understand the driver's side airbag was delivered yesterday and you dropped off your [redacted] this morning. The Service Manager, [redacted] scheduled...
a rental vehicle at no charge to you until the repairs are completed. You will also receive a 10% discount off the total repair cost.
Thank you for giving us the opportunity to repair your vehicle. We sincerely appreciate your business.
Initial Consumer Rebuttal /* (2000, 11, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] is a man of his word and seems to be the only person at Stevinson who actually cared and wanted to help fix it. He knows how to properly handle customer service and understands you don't have to bring a person to tears in order to get your point across. It's unfortunate I couldn't just deal with [redacted] from the very beginning. Our money was refunded as soon as he intervened and he did correct the mistake. I will never deal with their service manager again, he is a truly mean person, but I would consider going through [redacted] again. They need more people like him around that place.
Dear Revdex.com, Our Service Manager has been in contact with the customer. To investigate her concern, the Service Manager contacted the repair shop she visited. We are unsure what happened since the repair facility did not save the pads for our inspection. The front pads and...
rear pads were replaced at our facility on September 17, 2015. The rear pads would not have lasted over two years and 20,000 miles if they were not replaced at that time. We cannot explain why the rear brake pads wore out faster than they should have with no indication of a caliper issue. [redacted] brake pads have been known to produce a noise. The customer is not hearing the noise now and that could be because they used an after-market pad from [redacted] at the other repair facility. The Service Manager has offered the Customer a credit in our service department of $200 as a goodwill gesture. The credit can be used in the service department toward any repair until it is used in full.
Mr. [redacted] account of the proposed transaction is correct. The [redacted] had been mispriced due to a data entry error which does occur from time to time. As soon as the error was recognized by the sales manager he did present the correct price available for that model and apologized for the pricing...
error. There is no doubt that our apology and Disclaimer regarding pricing errors on our website was not a satisfactory outcome for Mr. [redacted].
Dear Revdex.com, Unfortunately, we have found that original equipment manufacturer (OEM) tires, on average, do not get the tread life our customers expect [redacted] came to the dealership this week and the [redacted] (***) checked the tire wear on their [redacted] The front tires measure 5/32nds and the rear tires measure 4/32nds The [redacted] determined that the actual mileage on the tires is 22,and recommended waiting days before measuring the tires again and contacting the tire manufacturer At 4/32ds measurements all around, the [redacted] feels he will be able to get the customer a prorated amount toward another set of tires [redacted] seemed amenable to this solutionOur records indicate the dash noise was difficult to diagnose as it was intermittent, and per Toyota, any concerns have to be clearly identified before a repair can be made under warranty
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Dear Revdex.com, Once we received [redacted] ***'s phone call, and prior to receiving the Revdex.com complaint, we scheduled an inspection of her brakes by [redacted] The inspection occurred last week and their finding is the damage was severeTwo new rotors, a new front left caliper, brake pads, shims, and a new hardware kit needed replacement, totaling over $1,in repairsIn addition to inspecting the brake components, the Toyota Service Representative looked at her service historyHe surmised that the damage was most likely caused by driving habits and deferred maintenance but did not rule out the possibility that the master cylinder might be dragging on her brake pads causing premature wearThe master cylinder could not be inspected until all of the worn brake parts were replacedToyota approved a one-time goodwill replacement of the brake parts so the master cylinder could be inspected [redacted] accepted the goodwill offer and chose an extended wear brake pad, even though we explained that they are more likely to produce the squeal she has experienced in the pastThe worn brake parts have been replaced, at no charge to [redacted] ***, and the master cylinder has been inspectedOur Master Certified Toyota Shop Foreman, [redacted] has determined the master cylinder is working as designed and he relayed his findings to the Toyota Service RepresentativeOur inspection also noted that the vehicle has three bent wheels, both front tires are worn down to the wear bars, an alignment is needed, the air and cabin filters need to be replaced and her vehicle is in need of an oil change as the oil has not been changed for 27,miles [redacted] ***'s brake pads were inspected and/or replaced at 27,221, 42,900, and 61,miles at [redacted] During those visits, [redacted] inspected the brake components, including the master cylinder, and could find no possible cause for the premature brake pad wear and determined that the brake noise she was experiencing was but might have been exasperated by the brake dust building up on the caliper, pad and hardwareWe tried different brake pads to help reduce the squeal she was hearing and cleaned the brake dust hoping that would helpWhen I spoke with [redacted] about her brake squeal 11,miles ago when we could find no cause (and her brake pads measured 7/8mm), I suggested she get a second opinion by another repair facility [redacted] admitted that she did not obtain a second opinion or get the recommended services performed We obtained the experience of not only a well-trained Master Certified Toyota technician and service staff but also a Toyota Service Representative who have all concluded that [redacted] will be well served by following Toyota's recommended maintenance schedule which is to bring her vehicle in for inspection and service every 5,milesWe sincerely hope [redacted] is satisfied with our goodwill offer and welcome a second opinion if she is unsatisfied with the outcome of our thorough investigationWe will be contacting [redacted] today to let her know her vehicle is ready for delivery
Dear Revdex.com, Our Service Manager has been in contact with the customer To investigate her concern, the Service Manager contacted the repair shop she visited We are unsure what happened since the repair facility did not save the pads for our inspection The front pads and rear pads were replaced at our facility on September 17, The rear pads would not have lasted over two years and 20,miles if they were not replaced at that time We cannot explain why the rear brake pads wore out faster than they should have with no indication of a caliper issue [redacted] brake pads have been known to produce a noise The customer is not hearing the noise now and that could be because they used an after-market pad from [redacted] at the other repair facility The Service Manager has offered the Customer a credit in our service department of $as a goodwill gesture The credit can be used in the service department toward any repair until it is used in full
Dear Revdex.com, The seat in question was inspected by *** while the vehicle was at our dealership and a repair offer was made pursuant to ***'s guidance, as Mr***'s vehicle is under warrantyWe have offered to repair the seat at no charge to Mr***, per ***'s
instructions as a one-time goodwill offerMr***'s unhappiness with the seat and offered resolution is misplaced on Stevinson Toyota West
Initial Business Response /* (1000, 5, 2015/09/24) */
Dear Revdex.com,
We sincerely apologize for the problems [redacted] has encountered registering her vehicle in [redacted].
[redacted] purchased a new [redacted] on June 30, 2015. On July 20, 2015, the paperwork and filing fee were sent to...
the [redacted] in [redacted]'s phone number was on the paperwork so the clerk could call her if there were any problems. A few days before we received [redacted]'s Revdex.com complaint, her paperwork was returned to our office with a note: "Have tried to contact customer to come in. We are unable to start application due to more information needed". Based on the request in her complaint, we immediately sent the documents overnight to [redacted] at the [redacted] location nearest her home and [redacted] our Business Manager, left her a voice mail. [redacted] called [redacted] soon after and let her know the paperwork needed to be sent to the [redacted] office. [redacted] was able to talk to [redacted] and they sent the documents to [redacted] contacted [redacted] on September 22 and they confirmed [redacted]'s vehicle has been registered. [redacted] left a message with [redacted] and we have not heard back to confirm this information. We have also sent a check for $50 to [redacted] to reimburse her for the temporary tag fee and gas.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their response is a little inaccurate and definitely sugar coated, I accept the end result. Once [redacted] got involved, everything went much smoother. She put a lot of effort into making it right and ultimately we got there. The check was appreciated as well as I had to make multiple trips to the DMV and take 2 days off work. Although it doesn't cover the missed work, it covered the gas. Ultimately, all the paperwork got finished and to the proper DMV by the deadline for the most recent temp tag. Thank you.
Complaint: [redacted]
I am rejecting this response because: The truck is still under warranty. It has only 13,700 miles. The seat has malfunctioned since the tuck was bought new . [redacted] has offered a remedy that they themselves have described as a temporary fix and once done the seat is no longer warranted. I have had three mechanics look this over and they all agree that it is a design problem. The dealership will not provide me with the name of the "field representative" that made this decision so that I may discuss the seat with him/her. The mechanics also see no evidence of "excessive wear" and I have photographs of the seat.. Regardless this seat is a hazard and should be permanently repaired (with a warranty) or replaced. I have spent money getting independent exams, rental cars and time off work. If this action is not sufficient than I will have no other recourse than to hope that a Magistrate will agree with me in Small Claims Court.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/15) */
Dear Revdex.com,
Once we received [redacted]'s phone call, and prior to receiving the Revdex.com complaint, we scheduled an inspection of her brakes by [redacted] The inspection occurred last week and their finding is the damage was severe. Two new...
rotors, a new front left caliper, brake pads, shims, and a new hardware kit needed replacement, totaling over $1,055 in repairs. In addition to inspecting the brake components, the Toyota Service Representative looked at her service history. He surmised that the damage was most likely caused by driving habits and deferred maintenance but did not rule out the possibility that the master cylinder might be dragging on her brake pads causing premature wear. The master cylinder could not be inspected until all of the worn brake parts were replaced. Toyota approved a one-time goodwill replacement of the brake parts so the master cylinder could be inspected. [redacted] accepted the goodwill offer and chose an extended wear brake pad, even though we explained that they are more likely to produce the squeal she has experienced in the past. The worn brake parts have been replaced, at no charge to [redacted], and the master cylinder has been inspected. Our Master Certified Toyota Shop Foreman, [redacted] has determined the master cylinder is working as designed and he relayed his findings to the Toyota Service Representative. Our inspection also noted that the vehicle has three bent wheels, both front tires are worn down to the wear bars, an alignment is needed, the air and cabin filters need to be replaced and her vehicle is in need of an oil change as the oil has not been changed for 27,724 miles.
[redacted]'s brake pads were inspected and/or replaced at 27,221, 42,900, and 61,000 miles at [redacted] During those visits, [redacted] inspected the brake components, including the master cylinder, and could find no possible cause for the premature brake pad wear and determined that the brake noise she was experiencing was normal but might have been exasperated by the brake dust building up on the caliper, pad and hardware. We tried different brake pads to help reduce the squeal she was hearing and cleaned the brake dust hoping that would help. When I spoke with [redacted] about her brake squeal 11,000 miles ago when we could find no cause (and her brake pads measured 7/8mm), I suggested she get a second opinion by another repair facility. [redacted] admitted that she did not obtain a second opinion or get the recommended services performed.
We obtained the experience of not only a well-trained Master Certified Toyota technician and service staff but also a Toyota Service Representative who have all concluded that [redacted] will be well served by following Toyota's recommended maintenance schedule which is to bring her vehicle in for inspection and service every 5,000 miles. We sincerely hope [redacted] is satisfied with our goodwill offer and welcome a second opinion if she is unsatisfied with the outcome of our thorough investigation. We will be contacting [redacted] today to let her know her vehicle is ready for delivery.
Dear Revdex.com, Unfortunately, we have found that original equipment manufacturer (OEM) tires, on average, do not get the tread life our customers expect. [redacted] came to the dealership this week and the [redacted] ([redacted]) checked the tire wear on their [redacted]. ...
The front tires measure 5/32nds and the rear tires measure 4/32nds. The [redacted] determined that the actual mileage on the tires is 22,409 and recommended waiting 30 days before measuring the tires again and contacting the tire manufacturer. At 4/32ds measurements all around, the [redacted] feels he will be able to get the customer a prorated amount toward another set of tires. [redacted] seemed amenable to this solution. Our records indicate the dash noise was difficult to diagnose as it was intermittent, and per Toyota, any concerns have to be clearly identified before a repair can be made under warranty.
Initial Business Response /* (1000, 5, 2015/08/21) */
[redacted], we are very sorry that you have been inconvenienced due to parts ordering errors. I understand the driver's side airbag was delivered yesterday and you dropped off your [redacted] this morning. The Service Manager, [redacted] scheduled...
a rental vehicle at no charge to you until the repairs are completed. You will also receive a 10% discount off the total repair cost.
Thank you for giving us the opportunity to repair your vehicle. We sincerely appreciate your business.
Initial Consumer Rebuttal /* (2000, 11, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] is a man of his word and seems to be the only person at Stevinson who actually cared and wanted to help fix it. He knows how to properly handle customer service and understands you don't have to bring a person to tears in order to get your point across. It's unfortunate I couldn't just deal with [redacted] from the very beginning. Our money was refunded as soon as he intervened and he did correct the mistake. I will never deal with their service manager again, he is a truly mean person, but I would consider going through [redacted] again. They need more people like him around that place.
Dear Revdex.com, Our Service Manager has been in contact with the customer. To investigate her concern, the Service Manager contacted the repair shop she visited. We are unsure what happened since the repair facility did not save the pads for our inspection. The front pads and...
rear pads were replaced at our facility on September 17, 2015. The rear pads would not have lasted over two years and 20,000 miles if they were not replaced at that time. We cannot explain why the rear brake pads wore out faster than they should have with no indication of a caliper issue. [redacted] brake pads have been known to produce a noise. The customer is not hearing the noise now and that could be because they used an after-market pad from [redacted] at the other repair facility. The Service Manager has offered the Customer a credit in our service department of $200 as a goodwill gesture. The credit can be used in the service department toward any repair until it is used in full.
Mr. [redacted] account of the proposed transaction is correct. The [redacted] had been mispriced due to a data entry error which does occur from time to time. As soon as the error was recognized by the sales manager he did present the correct price available for that model and apologized for the pricing...
error. There is no doubt that our apology and Disclaimer regarding pricing errors on our website was not a satisfactory outcome for Mr. [redacted].