Sunnyside Toyota

Dear Ms [redacted] , Thank you for contacting the Revdex.com regarding the Hyundai Veloster you purchased from Sunnyside Toyota on July 25, We are sorry to hear of the situation you encountered with the panoramic sun roof of your vehicle and for any inconvenience or expense you may have incurredAlthough Sunnyside Toyota was the selling dealer, all manufacturer recalls must be performed by manufacturer-specific authorized dealersHyundai Recall (involving model year Hyundai Veloster vehicles equipped with panoramic sunroofs produced from July 04, through April 17, 2012) was performed at Classic Hyundai on 5/7/at mileage 27,I spoke with Tom K [redacted] , the general manager of Elyria HyundaiHe let me know that although the recall has been performed previously, if the same issue has happened again, it should be taken to a Hyundai dealer for inspectionShould the damage be related to the recall, they can request repair authorization from the manufacturerWe understand your concern with having to replace the sunroof glass after the recall replacement part has failedBy law, an authorized dealer must perform a recall remedy in accordance with the procedure documented in the Technical Service Bulletin provided by the manufacturer (i.eIf the sunroof glass is damaged after the inspection process, replace the sunroof glass panel with the replacement part)Unfortunately, the dealer is not authorized (under the recall) to replace the sunroof glass panel with an entire roof panel as you are requestingWe can only assume that Hyundai case # [redacted] was assigned to you by calling Hyundai's Customer Care Center at 1-800-633-If so, you should contact the closest dealer to make arrangements to inspect the sunroofThe closest Hyundai dealer to New Philadelphia is: [redacted] and the phone number is [redacted] Sunnyside Toyota values you as a customer, and we appreciate this opportunity to review your requestWhile we regret that you have encountered this issue, your request for financial assistance has been declined

Reference: Complaint# [redacted] – Kimberly A [redacted] Kim took her vehicle to Premier Toyota on Friday, 10/21/for her 15,000-mile maintenanceHer service advisor, Ethan C [redacted] , made the following note on the service repair order “Customer was rear ended and there is some body damageCustomer may be interested in having R and R fix it, so maybe we can arrange something for her.” When Kim brought her vehicle to Sunnyside on Wednesday, 10/26/2016, the vehicle was never inside the paint facility – only the bumper cover itselfIf the over spray happened in the parking lot where it was parked, then the other vehicles parked next to and/or near Kim’s vehicle would have had over spray on them as well – none didThe over spay condition did not happen shuttling Kim’s vehicle between our Middleburg Hts repair facility and the satellite estimating office in North OlmstedHad this occurred at that time (1) Other vehicles which were shuttled at the same time would have arrived with the same condition – no other vehicle shuttled that day had gray over spray on it (2) The gray over spray would have been seen during the pre-delivery inspection, since Kim’s vehicle is blackGreg B [redacted] our estimator would have contacted Derek L [redacted] manager, immediately had the over spray been on the vehicle when it arrived from Middleburg HtsIn speaking with Kim, she stated she didn’t notice anything when she picked up her vehicle because it was early morning and it was darkHow is it that Kim didn’t notice any overspray that same day in the daylight; or at least the next day? Why wasn’t Sunnyside the first company she contacted if she felt we “damaged” her vehicle with over spray? Sunnyside Collision Repair should not be held responsible for the over spray substance on Kim A [redacted] vehicleA goodwill offer has been madeKim is apparently declining our offer, although she has made no verbal response to SunnysideWe can’t help Kim if she doesn’t attempt to have North Olmsted Detail Center test a few of areas on her vehicle, at no cost, to see if clay bar is a viable solution to the situationSunnyside Collision Repair has no other goodwill offersKim’s request to have her vehicle repainted at no cost has been declined Sincerely, Kendyl P [redacted] Customer Relations Manager Sunnyside Toyota

On Saturday, 1/21/2017, [redacted] came to Sunnyside Toyota looking to purchase two vehiclesThey had two [redacted] (one purchased, one leased) which they no longer wantedThey agreed to lease two [redacted] , turn in the lease on one of their cars, and trade in the otherThe [redacted] failed to inform us at the time of the deal, that the title for [redacted] purchased [redacted] was not actually free & clear of any liensThey had every opportunity when they both were in the finance office signing the paperwork, to let somebody know about the outstanding lienAll of the transactions which take place in our finance offices are video recorded to protect both the customer and our dealershipThis is made known to our customers as they enter the officeDuring the [redacted] transaction, the finance manager verified their intent to bring the title for the purchased vehicle back to the dealershipAs each document to be signed was presented, the finance manager described the nature of the form (i.e“This is the power of attorney to transfer the title from your name to our name”)When the trade title disclosure was presented, the [redacted] were informed “This says that you don’t owe any additional money on your trade and that there’s no salvage associated with it.” Prior to *** signing this disclosure, she asked if *** signs tooThe finance manager replied “No, just you, both linesThat’s for no salvageThat’s for no lien.” *** proceeded to sign the title disclosureNeither said a word about the lienWhen our finance manager asked the [redacted] once again, to bring in the absent title for the vehicle the dealership was purchasing, they responded yes they wouldThe fact that there actually was a lien on the title was not made known until sometime after the deal was consummatedThe [redacted] took delivery of their new vehicles on Monday, 1/23, and dropped off both of their [redacted] When we learned that the title on [redacted] vehicle was not clear of liens, our sales manager attempted to settle the matter amicably with ***Shortly thereafter, the [redacted] attorney contacted usThe conversation included the owner, general manager, sales manager, and finance managerThe attorney was informed of the videotaped transaction with the promise to provide clear titleWe were kind enough to offer to rescind both transactions, asking for our vehicles back in return, even though they misrepresented their position on one of their vehicles and in our opinion, attempted to defraud usThe [redacted] chose to decline our offer, keep the two new Toyotas, and sell [redacted] on their ownWe should not be held accountable for their attorney fees nor any additional cost to the [redacted] in the sale of [redacted] because of their dishonesty and neglectWhile we regret that they have incurred this expense, it was their choice to keep the two new vehicles and sell theirs on their ownWe don’t believe we are responsible and therefore, their request for reimbursement has been declined

Sunnyside Collision Repair is truly sorry about the accident [redacted] encountered and for any inconvenience and expense he incurredThe following are highlighted events from the repair of Mr [redacted] Acura TLX Technology 4-door sedan ( [redacted] )Saturday, 12/16/ - Preliminary Estimate written by Sunnyside for $1,to repair damageThe estimate was set up as a customer pay repair w/o insurance company involvement per customerRepair scheduled and parts were orderedTuesday, 12/26/- Mr [redacted] dropped off vehicle for collision repairWednesday, 12/27/- Vehicle was taken apart to identify and insure all damage was documented accurately before actual repair beganTechnician found additional/hidden damageCollision Invoice# [redacted] Supplement (new repair total was $3,976.86)Mr [redacted] was notified of additional repairs needed and changed his mind about insurance company involvementThe Insurance company was then notifiedRepairs were halted at that point until the insurance company was able to inspect vehicle[Note: This delay was onset by Mr [redacted] when he changed his mind about insurance company involvement.] Friday, 12/29/- Insurance Claim# [redacted] Preliminary Estimate was written (repair total was $4,177.58) Tuesday, 1/2/- Repairs began in accordance to insurance estimate Wednesday, 1/10/- Insurance Claim# [redacted] Supplement was written (new repair total was $4,461.75) [Note: There was a 1-day delay in repairs due to the fact that the alloy wheel scheduled to be replaced, was not a factory wheelIt was an "add-on" accessory wheel by the Acura dealerThis fact was not known by Sunnyside until the factory wheel arrived.] Thursday, 1/18/- Vehicle cleaned outside and insideToyota service deptperformed wheel alignment per insurance claim, Service Invoice# [redacted] , due to the replacement of an alloy wheelRepairs completedMr [redacted] came to pick up vehicleHe went right to lower rocker cover, as if he knew there would be an issueThis was the only concern he had[Note: There is a design flaw of the dealer "add-on" accessory body kit at AcuraMr [redacted] told us afterwards that he always has issues with the rocker covers coming loose.] We re-secured the lower rocker cover and re-cleaned the vehicleFriday, 1/19/- Mr [redacted] picked up vehicle and paid his deductibleMonday, 1/22/- Mr [redacted] brought vehicle to Toyota service deptStates since the alignment was done the steering wheel is at o'clockSteering wheel straightened, Service Invoice# [redacted] , at no cost to Mr [redacted] We have reviewed Mr [redacted] 's situation, taking into consideration a number of factors, such as the time the vehicle spent at our facility, the repair process completed, undisclosed dealer "add-on" accessoriesAs a one-time goodwill gesture, Sunnyside Collision Repair: (1) will pay for an interior detail through [redacted] and include a 1-day rental car at no cost to Mr [redacted] , in the interest of customer satisfaction(2) have already discounted the $deductible by $to help cover his rental expenses and taken care of the left of center "o'clock" steering wheel alignment issue(3) unfortunately will not be reimbursing Mr [redacted] 's time off from work

Sunnyside Toyota is truly sorry about the repeated brake repairs [redacted] encountered and for any inconvenience and expense she incurredThe following are highlighted transactions/dealings with Ms [redacted] and the repair of her Toyota Camry [redacted] )11/11/- Sunnyside invoice# [redacted] (mileage 69,797) Replace rear brake pads and brake rotors, clean and lubricate caliper slidesReplace rear brake calipers and bleed system utilizing scan tool while performing brake repairsBrake repair portion of the bill amounted to $[See attached] 8/31/- Sunnyside invoice# [redacted] (mileage 101342) Vehicle was back after 1/months and 31,milesAs a one-time goodwill gesture, Sunnyside Toyota replaced both rear calipers, rotors and pads due to calipers sticking and rotors overheating (at no cost to Ms***) even though they were outside the month/12,mile (whichever occurs first) replacement part warranty[See attached] 7/3/- Metro invoice# (mileage 143061) Vehicle was taken to another Toyota dealer after months an 41,milesRear brakes are worn and wearing unevenlyReplaced rear disc brake pads, shims and right caliper, machined rear brake rotors, lubricated pad holders and caliper slidesBrake repair portion of the bill amounted to $($less $core return fee)[See attached] 7/22/- Ms [redacted] dropped off old brake parts and invoice to our service managerParts were examined by one of our master technicians with service manager and customer relations manager presentIt was determined that the piston seized in the rear caliper causing the pads to wear unevenly8/3/- Our Service Manager called Ms [redacted] with customer relations manager presentHe explained to her that the worn brakes were due to caliper piston seizing, not from poor repair workmanship by the dealerHe explained that even though she was outside the month/12,mile replacement part warranty, Sunnyside replaced her brakes at no cost to her as a goodwill gesture in the interest of customer satisfactionHe advised her that had she come back to Sunnyside, he would have considered helping her with the cost even though she was more than triple the mileage of the replacement part warranty this timeHe advised Ms [redacted] that while we regret that she incurred this expense, her request for reimbursement has been declinedMs [redacted] stated she will do what she has to but she will get reimbursed one way or anotherThe service manager advised her that she had been charged a $core charge for the old caliper and she might want to pick up the parts and return the core to Metro Toyota for reimbursement10/10/- Ms [redacted] wrote a letter to our General Manager requesting a refund[See attached] 10/26/- Our Customer Relations Manager called Ms [redacted] and explained she just sat with the GM and with the Service Manager so he could explain all the repairsShe stated that Ms***'s brakes lasted 42,miles which is certainly the average as to how brakes lastShe stated that Ms [redacted] drove 42K miles in monthsShe advised Ms [redacted] that unless Metro Toyota can specifically tell either her or our service manager what we did wrong from a workmanship standpoint, that caused the brakes only to last 42K miles, we can't consider any reimbursement what so everShe explained to Ms [redacted] that we have a month/ 12K mile warranty, whichever occurs first and she went almost 1/times thatShe advised that if there was a workmanship issue, it would have reared its ugly head shortly after leaving our facility months agoWe don't believe there was any workmanship issues unless you can find a way to prove to us that there was for us and our insurance company to considerMs [redacted] abruptly stated that she will notify Toyota and file a complaintShe proceeded to hang up11/14/- Ms [redacted] contacted Toyota's Customer Experience Center (CEC) to file a complaintThe CEC representative documented the following and assigned a case number: Caller states had brakes done in 11/at Sunnyside Toyota and paid over $for repairStates took vehicle to an independent shop a short time later and was advised the rear brakes were badCaller took vehicle back to Sunnyside (8/2016) and dealer agreed brake repair was not done correctly and fixed themCaller states had a radiator leak and took vehicle to Metro Toyota dealer because they were able to take the vehicle in quickly and was advised that rear brakes were bad, againCaller states paid Metro Toyota to fix the brakesMetro Toyota advised caller that Sunnyside should reimburse her for the brake cost and provided a breakdown of what was wrong with brakesCaller contacted Sunnyside Toyota and advised them that brakes were still bad after a second repair but Sunnyside advised her that she should have taken the vehicle back to Sunnyside and they would have fixed them againCaller states she spoke with the Service Manager and then GM and both advised her that no reimbursement would be provided to her----- Seeks to be reimbursed or compensated by Sunnyside Toyota----- NCR advised complaint documented and will send case to Sunnyside dealershipNCR advised a CRM will contact caller within business daysCaller understood, thanked NCR and accepted survey11/24/- Our Customer Relations Manager called Ms [redacted] and reiterated the dealership's position on her reimbursement request(brakes replaced 11/15/at 69,miles; brakes replaced 8/31/at 101,miles even though outside mo/12K mile warranty as GW gesture; brakes replaced 7/3/at miles) 1/19/- Ms [redacted] emailed Toyota's Customer Experience Center (CEC) to file a 2nd complaintThe CEC representative documented the following and added the activity to the original case number: Bad repair service - I have had the back brakes on my Toyota Camry replaced three times over the course of years by Sunnyside Toyota in North Olmsted Ohio I had to have to work corrected by Metro Toyota in Brookpark Ohio because Sunnyside could not get the problem fixedI still have the brakes and calipers that were supposed to be replaced but they were not As an investigation was conducted we determined they are the original calipers and they were never replaced I want a refund of $1, Sunnyside has not been cooperative and I will never go there again I'm filing a complaint with the Revdex.com I have written Mike C [redacted] the GM twice and he has never responded1/23/- Toyota's Customer Experience Center (CEC) responded the following: Dear Ms***, Thank you for contacting Toyota Motor Sales, U.S.A., IncOur records indicate you were able to communicate your concern via our Customer Experience Center telephone line on November 14, At that time we requested that the customer relations manager, at Sunnyside Toyota contact youWe are sorry to learn of your disappointment with the response from Sunnyside ToyotaWe appreciate your additional feedback and it has been documentedYour email has been documented at our National Headquarters under file # [redacted] If we can be of further assistance, please feel free to contact usWe have reviewed Ms***'s circumstances, taking into account such factors as vehicle age and miles, especially as compared to the parts manufacturer's warranty, the type of repair, and prior maintenance and repair historyWhile we regret that she incurred this expense, her request for reimbursement has been declined

Customer concern has been resolved.Customer relations manager called customer 7/31/2:pm, left voicemail, apologized, explained [redacted] 's contact w/ her father, advised headrests sent out UPS, thanked customer for her patience, left direct contact number.Customer relations manager called customer 8/4/5:pm, left voicemail, explained was following up to make sure headrests have been received, request confirmation call back.Customer called back 8/4/5:pm to confirm she received the headrests

[redacted] leased a Toyota Camry (VIN [redacted] ) from [redacted] *** [redacted] took delivery of the vehicle at Sunnyside Toyota on 7/26/The original lease term was months, and the scheduled maturity date of the lease was 7/26/The lease extension maturity date was 9/26/ [redacted] returned the leased vehicle to Sunnyside Toyota on 10/27/At that time, she was advised that [redacted] needed to sign an odometer disclosure statement before the vehicle could be reported to ToyotaOur used car sales manager explained to [redacted] that since [redacted] was the person named as lessee on the lease contract, only [redacted] could sign the release documents According to our records, [redacted] did not come in to sign the documents until 12/31/Once signed, the release documents were immediately faxed to the financial institution, [redacted] ***, and the vehicle was then considered “grounded” (lease ended)We don’t know why there was such a time gap/delay between [redacted] turning in the lease vehicle and [redacted] signing the release documents but there was One of the documents signed during a lease tuprocess is a Lease TuDisclosure which states: “I/We understand that the dealership is not responsible for any additional charges incurred at the termination of the lease including, but not limited to; per mileage charges, wear and tear, damage, lease termination fees or any applicable charges per my/our/lease agreementI/We understand any additional fees charged by the financial institution are my/our responsibilityI understand that I am responsible for any damage that may occur to the vehicle while it is parked at the dealership I/We agree to maintain insurance on the vehicle for the remainder of the lease term and/or until the vehicle has been picked up from the dealership by the financial institution.” The financial institution has the right to charge the lessee certain fees after the lease maturity date until the vehicle is “grounded”It is unfortunate that there was such a lengthy delay between turning in the vehicle and signing the documents But, by no means is Sunnyside Toyota responsible for the charges incurred by the ***’s delayed response Sunnyside Toyota is currently working on this concern [redacted] ***, general manager, is in direct contact with ***He has been working with Toyota Financial Service to try and have the extended charges waived If there are any questions, please feel free to contact me at [redacted]

To answer Ms***'s questions: How is it that the calipers failed the exact same way times in a row? ----- As far as knowing why both calipers failed, we have no way of knowingWe can only see the result of the failureOne type of failure we see more often is when a piston seizes inside the brake caliperThe piston has a rubber boot on it which protects itIf this boot fails, water/salt/debris can get inside the caliper (between the piston and its bore) and cause corrosion to form diminishing the piston's sliding ability and causing the parts to seizeHow long would it take for a caliper like mine to wear all the way down to almost nothing? ----- Just so we are on the same page, it was the brake pads that wore down extensively due to the caliper piston seizingThe brake caliper, brake pads, and brake rotor are the primary components of a car's disc brake systemBrake wear/usage is measured by more than just time and/or mileageBrake wear varies based on a number of factors (i.edriving habits, environment, materials, etc)When you press the brake pedal, the brake fluid flows from the master cylinder to the calipersBrake fluid then applies pressure on the piston inside the caliper, pushing the brake pads against the rotors to slow/stop your carCalipers are a mechanical part unlike brake pads or rotorsThey do not have the same measured lifespanThe calipers themselves can last for the entire life of the car if taken care of properlyWhile the pads & rotors of a brake system will have wear from use, and need to be changed with some regularity, the calipers do not unless there is a mechanical problem with themMost problems that arise with a brake caliper are a result of debris (If the vehicle is exposed to the elements, debris may collect in the braking system) and/or inactivity (If a vehicle sits for an extended period of time, the caliper may stick)How long would it take the brake to wear down like it did? ----- If a caliper piston becomes stuck/seized in the bore, when you release your foot off the brake pedal, it doesn't release that pressure to the padsThis causes excessive/rapid wear to the pads and rotorsMs***'s brake pads were wearing normally/evenly when we checked them at 98,mileage (29,miles after the 1st caliper was replaced) and again at 110,mileage (9,miles after the 2nd caliper was replaced)They were not checked anytime after that as Ms [redacted] did not request/authorize work to be done which included a brake inspection (i.eoil change, coolant leak) nor did she mention she was having any concerns with the brakesThe 1st caliper failed somewhere between 29,and 31,miles of useThe 2nd caliper failed somewhere and between 40,and 41,miles of useWhy wasn't this discovered as many times as I had brought the car to your service department? ----- As stated before, of the times Ms [redacted] came to Sunnyside for service, twice she specifically requested us to check the brakes and twice she requested a maintenance service (other than just an oil change or unusual repair) that incorporated a full multi-point inspection which includes removing wheels and inspecting the brakes (done at time of rotating tires)During those maintenance services that incorporated a full multi-point inspection, the brake pad measurements showed normal/even wearWhy was I told if I brought the car back to Sunnyside for a third time you would have fixed it for nothing, just like you did the second time? ----- As stated before, When our service manager called Ms [redacted] on 8/3/(with customer relations manager present), he advised her that had she come back to Sunnyside and given us the opportunity, he would have CONSIDERED HELPING HER WITH THE COST even though she was more than triple the miles outside of the warrantyHe NEVER OFFERED to replace the brakes at no chargeNote: As for any reimbursement coming from the service manager's own pocket, Ms [redacted] has been entirely misinformedNote: Ms [redacted] has not been able to prove irrefutably that there was any workmanship issues on our part for us and our insurance company to consider

On 8/5/*** *** purchased a *** *** with 69,milesWhen we performed our Total Mechanical Reconditioning Inspection prior to the vehicle being put for sale, the tire tread depths measured LF - 6/32", RF - 6/32", LR - 7/32", RR - 6/32" (new tires typically measure to
12/32" depending on the type/style of tire)On 9/12/Mr*** returned to Sunnyside with a several concerns: (1) Customer states service engine soon light on (2) Customer states hears a rattle up front (3) Customer states tire pressure light kept coming on for a few days then yesterday started coming on again, valve stem seems to be leaking (4) Customer states wipers smearAs a one-time goodwill gesture, Sunnyside provided a no-cost rental car and spent $for the following repairs in the interest of customer satisfaction: (1) SES light was on code PIdle air control system, cleaned throttle body, cleared light (2) Replaced both front stabilizer links (3) Could not duplicate tire light/valve stem leaking (4) Replaced wiper insertsOn 9/14/Mr*** returned to Sunnyside with a few more concerns: (1) Customer states feeling and hearing a rubbing shhh all the time but more obvious when braking at higher speeds and when driving but very faint when driving (2) Customer states SES light is on (3) Customer states driver's seat shifts when he gets into vehicleOnce again, Sunnyside provided a no-cost rental car and spent $of the following repairs in the interest of customer satisfaction: (1) Tire rotation, adjust air pressures, reset tire light (2) Found computer needed to have relearn procedure completed, completed relearn and road test, light off, no concerns at this time (3) Driver's seat operating at this timeOn 7/11/Mr*** returned to Sunnyside expecting to drop off his vehicle, receive a no-cost rental and have tires replaced, mounted & balanced at no cost to him due to what he believed to be a tire/wheel balance issueThe service advisor contacted the used car manager immediately with Mr***'s claimsOur used car manager advised Mr*** that he had been driving his vehicle for nearly a year with no complaints since September 2016, tire replacement would be his responsibility, and Sunnyside would not be paying for any more repairsMr*** was not satisfied and demanded to speak with the owner who was unavailableThe used car manager requested the customer relations manager take over and resolve the issues at handAfter reviewing Mr***'s concerns, the service repair history and paperwork in the deal, the customer relations manager went for a test drive with Mr*** only to discover he did not have a tire/wheel balance issueThe issue at hand was brake relatedBecause Mr*** disagreed and became more angered, the customer relations manager dropped off Mr *** at the showroom and proceeded drive the vehicle back to the techniciansOnce finding an available tech, they went to test drive the vehicle and verify Mr ***'s tire/wheel balance complaintWith the technician driving, they went out the back entrance and followed the same path previously driven with Mr***The technician came to the same conclusion that the vibration issue was due to a brake concern, not a tire/wheel balance issueThe customer relations manager met Mr*** by the service wait lounge to discuss the findings from the test drive with the technicianHe was advised (1) his concern was due to the brakes not the tires (2) there would be a diagnostic fee should he want them torn and inspected further for needed repair (3) Sunnyside would not be paying for tires or a rental carMr ***'s sudden outburst drew everyone in the area's attentionThe customer relations manager asked him to leave, he refusedThe used car manger approached and asked him to leave, he refusedHe was warned by both managers they would call the police if he didn't leaveMr*** became very aggressive which brought the general manager to the scene who called the police when Mr*** went and sat in the service wait lounge refusing to leave and bad mouthing our other customersBecause of his disturbing outburst and aggressive fit of temper in July, the North Olmsted Police have formally warned Mr*** of criminal trespassing charges should he visit our facility againMr*** has emailed both the owner and customer relations manager directly since opening a complaint to the Revdex.comBoth have responded recommending he look for another repair facility

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Sunnyside Collision Repair is truly sorry about the accident Kimberly had and for any inconvenience and expense she incurred When Kimberly came to our collision estimating office located in North Olmsted on 10/21/2016, photos were taken of her vehicle to show the accident damageThe photos
indicate that it was raining that day as the vehicle is wet with water dropletsA rag was used to wipe the water from vehicle to get close ups of the damage to the rear bumper cover An estimate was written to replace the bumper cover because a better part of the damage was on the part of the bumper cover that is not painted Kimberly dropped off her vehicle at our North Olmsted Office 10/26/early in the morningIt was then shuttled to our Middleburg Htsrepair facilityThe vehicle was brought inside the body repair and assembly section of the collision centerThe rear bumper was removed from the vehicle, disassembled, and the cover was given to the painters to color match the paint for the new bumper coverIn the mean time, the vehicle was put back outside to give the technician room to work on another vehicle while Kimberly’s new bumper cover was being painted and processedThe vehicle never entered the paint shop When the painting process was complete, the new bumper cover was given to the body techKimberly’s vehicle was then brought back into the body repair shop, the bumper was reassembled and installed on the vehicleThe vehicle was then shuttled back to the North Olmsted location for pick upGreg B*** (collision estimator) contacted Kimberly to let her know the repairs had been completed and the vehicle was ready for pick up Sometime in November, Kimberly contacted Greg about her vehicle and that “the car felt like sandpaper.” She stated that she took her vehicle to Premier Toyota, where she leased it, and they told her that the condition was oversprayGreg let Kimberly know that he found it difficult to believe because her vehicle never entered our paint shopGreg explained that we would need to inspect the vehicle and advised her that he would be contacting Derek L*** (collision manager) to make him aware of the situation Overspray is any airborne contaminant, usually from the result of painting projects (i.epainting bridges, commercial buildings, vehicles, etc.) or industrial fallout that is capable of blowing and landing on any surface, such as a vehicleAlthough most people define Overspray in conjunction with paint and industrial fallout, overspray can also include bugs and road tar Derek contacted Kimberly to discuss the situation with her vehicleHe explained the repair process her vehicle went through and that he found it highly unlikely that an overspray would have happened while her vehicle was at our facilityDerek offered to examine the vehicle and let her know his availabilityKimberly requested to meet with Derek on a SaturdayWhen Derek reiterated his availability, Kimberly became agitated and hung up On 1/23/2017, Rebecca T*** called Toyota’s Customer Experience Center (CEC) on behalf of KimberlyToyota’s CEC representative documented the following: States that the vehicle has paint overspray; states that something happened to it at the body shop; states that they over sprayed the bumper and it got all over the car; states that she feels this was done at the dealer; states that she spoke with Greg at the Collision Center; states Greg offered to look at the vehicle; states that the customer cannot bring the vehicle in during the week; states that she feels Sunnyside did this and wants it addressed On 1/24/2017, I called Kimberly in response to the case activity report the CEC forwarded meAfter our phone conversation, I spoke with both Greg and Derek about the situationI set an appointment for Derek to inspect the vehicle at our Elyria facility and emailed the following to Kimberly and Derek: Hi Kim, I set up your appointment to have your vehicle inspected by our collision repair manager, Derek L***Your appointment is on Wed, Feb 15th at our Elyria facility located at East Broad StDerek will be available am - amI understand that you may have your father, Robert T***, bring the vehicle on your behalf as being a nanny for two doctors Notes per phone conversation: (1) Customer states had a fender bender w/ minor damage to rear bumper last October 2016; (2) Dropped off vehicle for repair Wed, 10/at 7:am; (3) Was told repair would take two days to complete; (4) Called Fri, 10/and no one knew anything about her vehicle; (5) Called Sat10/29, left message, no one called her back; (6) Greg called Mon 10/to let her know vehicle would be ready late afternoon; (7) Picked up vehicle Tues 11/early morning, was dark out & unable to thoroughly look over work done on vehicle; (8) Looked over vehicle more closely a few days later; (9) Car felt like sandpaper all over the vehicle, opened trunk & found white powder/dust all inside, vehicle was never cleaned; (10) Took vehicle to Premier Toyota, where she leased it & services it, people/employees told her it was overspray from bumper repair; (11) Spoke with Greg who offered to look at vehicle; (12) Talked to Derek, told her can look at it Mon-Fri only, not on Sat, hung up on her; (13) Customer states Toyota call center rep told her vehicle paint would need to be stripped down to the metal and re-painted; (14) Customer states she is nanny for two doctors and cannot take another day off; (15) When offered inspection at other facility, states can come to Elyria or send vehicle with father On 2/15/17, a situation came up at our Middleburg Htsfacility that required Derek’s immediate attentionUnfortunately, he was unable to make it to Elyria for the inspection appointment with KimberlyMatt Schrieber (collision assistant manager) inspected the vehicle with Kimberly and took photographsHe emailed the photos to Derek and they discussed what Matt had discovered from the inspection I called Derek shortly after receiving a call from KimberlyDerek emailed me the photographs so I could view them as we discussed the situation and possible resolution optionsDerek’s comments to me were (1) that clearly there is overspray over the entire vehicle; (2) He has seen this in the past, possibly bridge paint or house paint, it’s very fine and grey; (3) When her car was here, it never went near the paint shop; (4) Clear over spray is exactly that, clear, not grey; (5) He sees how one might think it’s overspray if the bumper was painted on the car; (6) In all cases, at both facilities, they are notMatt told him that the overspray is over the entire car, including the front; (7) Funny thing is, there’s no overspray on the rear bumper I let Derek know that one of the last things Kimberly stated to me was that she just wanted to know what she has to do to remove the over sprayDerek advised me that she could take the vehicle to a reputable auto detailer and they could clay bar the vehicleIf this process doesn’t remove everything, the second option would be to sand & repaint and a claim could be made through her insurance companyIn either case, the repair cost would be Kimberly’s responsibilityI then went to Sidney Huff (North Olmsted Detail Center manager) to find out more about overspray removal with clay bar and what the cost would beSid educated me on the processHe let me know that sometimes certain moldings may need to be replaced and that was an extra costSid gave me a “ballpark” cost, without seeing the carSid offered to have Kimberly come in on a Saturday and he would test a couple of areas on the vehicle, at no cost, just to see if clay bar was the solution to the situationIf it was, he would be happy to give a complete estimate as to cost and time involved I called Kimberly to inform her of the outcome to my investigation and Sid’s goodwill offerThis was unacceptable to Kimberly and she stated she would be contacting her lawyer We have reviewed Kimberly’s situation, taking into consideration a number of factors, such as the time the vehicle spent at our facility, the repair process completed, the type of overspray found on the vehicle, and the repercussions she faces when turning in the vehicle at the end of her leaseWhile we regret that she has incurred this expense, the overspray condition was by no means due to improper repair practices by Sunnyside and the request for no-cost repair (financial assistance) has been declined Respectively, Kendyl P Frye Customer Relations Manager Sunnyside Toyota

Dear Ms ***, please accept our apologies for any inconvenience you may have been causedYou were smart to purchase an extended warranty when you purchased your pre-owned ***Unfortunately, the brake pads & rotors were not covered under the extended warranty because they are considered
items subject to wear & tear/deterioration (i.eexhaust pipes, drive belts, etc) Your brakes were functioning normally and had approximately 35-40% wear when they were inspected last OctoberThe rear brake pads seized in the brackets, due to corrosion, causing uneven wear and grindingUnfortunately, we have no control of the corrosion that salt & salt brine can causeAlthough we had a fairly mild winter, salt products were used as a preventative measures prior to expected snow showers/freezing rain and Toyota’s factory warranty does not cover environmental issuesOnce again, we’re sorry for any inconvenience

Reference:  Complaint# [redacted] – Kimberly A[redacted] Kim took her vehicle to Premier Toyota on Friday, 10/21/16 for her 15,000-mile maintenance. Her service advisor, Ethan C[redacted], made the following note on the service repair order “Customer was rear ended and there is some body damage. Customer may be interested in having R and R fix it, so maybe we can arrange something for her.” When Kim brought her vehicle to Sunnyside on Wednesday, 10/26/2016, the vehicle was never inside the paint facility – only the bumper cover itself. If the over spray happened in the parking lot where it was parked, then the other vehicles parked next to and/or near Kim’s vehicle would have had over spray on them as well – none did. The over spay condition did not happen shuttling Kim’s vehicle between our Middleburg Hts repair facility and the satellite estimating office in North Olmsted. Had this occurred at that time (1) Other vehicles which were shuttled at the same time would have arrived with the same condition – no other vehicle shuttled that day had gray over spray on it (2) The gray over spray would have been seen during the pre-delivery inspection, since Kim’s vehicle is black. Greg B[redacted] our estimator would have contacted Derek L[redacted] manager, immediately had the over spray been on the vehicle when it arrived from Middleburg Hts. In speaking with Kim, she stated she didn’t notice anything when she picked up her vehicle because it was early morning and it was dark. How is it that Kim didn’t notice any overspray that same day in the daylight; or at least the next day? Why wasn’t Sunnyside the first company she contacted if she felt we “damaged” her vehicle with over spray? Sunnyside Collision Repair should not be held responsible for the over spray substance on Kim A[redacted] vehicle. A goodwill offer has been made. Kim is apparently declining our offer, although she has made no verbal response to Sunnyside. We can’t help Kim if she doesn’t attempt to have North Olmsted Detail Center test a few of areas on her vehicle, at no cost, to see if clay bar is a viable solution to the situation. Sunnyside Collision Repair has no other goodwill offers. Kim’s request to have her vehicle repainted at no cost has been declined.  Sincerely, Kendyl P [redacted] Customer Relations Manager Sunnyside Toyota

On Saturday, 1/21/2017, [redacted] came to Sunnyside Toyota looking to purchase two vehicles. They had two [redacted] (one purchased, one leased) which they no longer wanted. They agreed to lease two [redacted], turn in the lease on one of their cars, and trade in the other. The...

[redacted] failed to inform us at the time of the deal, that the title for [redacted] purchased [redacted] was not actually free & clear of any liens. They had every opportunity when they both were in the finance office signing the paperwork, to let somebody know about the outstanding lien. All of the transactions which take place in our finance offices are video recorded to protect both the customer and our dealership. This is made known to our customers as they enter the office. During the [redacted] transaction, the finance manager verified their intent to bring the title for the purchased vehicle back to the dealership. As each document to be signed was presented, the finance manager described the nature of the form (i.e. “This is the power of attorney to transfer the title from your name to our name”). When the trade title disclosure was presented, the [redacted] were informed “This says that you don’t owe any additional money on your trade and that there’s no salvage associated with it.” Prior to [redacted] signing this disclosure, she asked if [redacted] signs too. The finance manager replied “No, just you, both lines. That’s for no salvage. That’s for no lien.” [redacted] proceeded to sign the title disclosure. Neither said a word about the lien. When our finance manager asked the [redacted] once again, to bring in the absent title for the vehicle the dealership was purchasing, they responded yes they would. The fact that there actually was a lien on the title was not made known until sometime after the deal was consummated. The [redacted] took delivery of their new vehicles on Monday, 1/23, and dropped off both of their [redacted]. When we learned that the title on [redacted] vehicle was not clear of liens, our sales manager attempted to settle the matter amicably with [redacted]. Shortly thereafter, the [redacted] attorney contacted us. The conversation included the owner, general manager, sales manager, and finance manager. The attorney was informed of the videotaped transaction with the promise to provide clear title. We were kind enough to offer to rescind both transactions, asking for our vehicles back in return, even though they misrepresented their position on one of their vehicles and in our opinion, attempted to defraud us. The [redacted] chose to decline our offer, keep the two new Toyotas, and sell [redacted] on their own. We should not be held accountable for their attorney fees nor any additional cost to the [redacted] in the sale of [redacted] because of their dishonesty and neglect. While we regret that they have incurred this expense, it was their choice to keep the two new vehicles and sell theirs on their own. We don’t believe we are responsible and therefore, their request for reimbursement has been declined.

Dear Ms [redacted], Thank you for contacting the Revdex.com regarding the 2012 Hyundai Veloster you purchased from Sunnyside Toyota on July 25, 2014. We are sorry to hear of the situation you encountered with the panoramic sun roof of your vehicle and for any inconvenience or expense you...

may have incurred. Although Sunnyside Toyota was the selling dealer, all manufacturer recalls must be performed by manufacturer-specific authorized dealers. Hyundai Recall 108 (involving model year 2012 Hyundai Veloster vehicles equipped with panoramic sunroofs produced from July 04, 2011 through April 17, 2012) was performed at Classic Hyundai on 5/7/2013 at mileage 27,055. I spoke with Tom K[redacted], the general manager of Elyria Hyundai. He let me know that although the recall has been performed previously, if the same issue has happened again, it should be taken to a Hyundai dealer for inspection. Should the damage be related to the recall, they can request repair authorization from the manufacturer. We understand your concern with having to replace the sunroof glass after the recall replacement part has failed. By law, an authorized dealer must perform a recall remedy in accordance with the procedure documented in the Technical Service Bulletin provided by the manufacturer (i.e. If the sunroof glass is damaged after the inspection process, replace the sunroof glass panel with the replacement part). Unfortunately, the dealer is not authorized (under the recall) to replace the sunroof glass panel with an entire roof panel as you are requesting. We can only assume that Hyundai case # [redacted] was assigned to you by calling Hyundai's Customer Care Center at 1-800-633-5151. If so, you should contact the closest dealer to make arrangements to inspect the sunroof. The closest Hyundai dealer to New Philadelphia is:  [redacted] and the phone number is [redacted] Sunnyside Toyota values you as a customer, and we appreciate this opportunity to review your request. While we regret that you have encountered this issue, your request for financial assistance has been declined.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Since the beginning, I have asked them to replace all (4) tires.  They have had 2 separate opportunities to be honest about the odd tire and they chose not to be.  If they would have been honest about the odd tire in the beginning we wouldn't have to be dealing with this still.  I would have negotiated for (4) new matching [redacted] tires in the beginning and rolled the cost into the auto loan.This has been a HUGE inconvenience.  Any decent mechanic who drove this car in the beginning would have noticed the odd tire issue and the stabilizer link issue.  They chose to be dishonest and tried to cover up both issues.  I have not been able to use my car on certain days because of the weather.  I have not taken my car out on days with a lot of snow.  My front windshield has been fogging up and it hasn't been safe to drive.  My feet have been freezing without the floor heat option working.  They have been dragging their feet on this and it SPEAKS VOLUMES ABOUT THEIR CHARACTER.  There needs to be a consequence for their actions.  Without a consequence, there is no lesson and they need to learn a lesson.  This isn't how you treat customers.  If I hadn't provided the proof from Conrad's that the odd tire was causing the problem, they would not be taking care of this.  They need to re-think how they treat customers.  If you are honest and fair, people will come back to you.  If you cheat customers and lie to them, they will not.I have also filed a complaint with the State of Ohio Attorney General's Office.Several of my family members have been customers there.  My Uncle [redacted] and his Daughter's [redacted] and [redacted] have been customers there.  I saw their names when Ariel my salesperson pulled up my last name in the computer at her desk.  My Uncle [redacted] used to be the [redacted]  I used to work in advertising sales for [redacted] & [redacted]  I am still friends with people in the newsroom.They pushed this car on me because they needed to sell it.  When I asked Ariel how long they had the car, she told me 3 weeks.  When they showed me the inspection report, it showed they had the car for almost 4 months.  Lori the Finance Manager confirmed they had it that long and told me that if no one bought it, it was going to auction soon.  That's why she told me I had to wait the 30 days for the Extended Warranty to kick in to fix the stabilizer link- she said they weren't going to put any more work into it.  I was interested in several used Toyota's, that's why I came to Sunnyside.  There were 2 [redacted] that I was looking at as well as a [redacted] and Ariel told me "The Bank wouldn't even look at those cars."  I purposely went there instead of [redacted] where I had leased a new car previously. I wasn't going to bring this up but I will.  I used to work at [redacted] in Middleburgh Heights as a sales person. That was another reason I went there- I thought I could trust them.  If they are willing to do this to a former employee- they are going to do this to anyone.  It really is a shame.I am on Temporary Total Disability through the state right now because of my injury at work and only making [redacted] a week right now.  I just submitted all of my pay stubs to them last week and they are going to be figuring out my average weekly pay over the past year.  My pay will go up but it is going to take a few weeks.  I cannot afford to pay for 2 tires right now let alone 1 nor should I have to.  [redacted] told me Sunnyside would probably pay about $60.00 per tire for similar [redacted] Tires.  I cannot believe that they want to haggle at this point over 2 tires and $120.00.  Just do the right thing and let this be over. Im not going to put 2 new tires on my car and keep 2 older tires on with them.  All 4 tires need to be replaced at the same time- especially with the snow.  I am standing firm on what I wanted done since the beginning.1.  I want them to replace all 4 tires with a similar quality and style of [redacted] Tires to what I have now2.  I want them to have a [redacted] look at the loose drivers seat.  (They did not address this in their response)3.  I am fine taking it to their [redacted] in Middleburgh Heights but I want the tires replaced and the HVAC system looked at at the same time.  I don't want to drag this out any longer.4. There seems to be a little play in the steering wheel from the vibrations of the tire and shaking of the steering wheel.  They did not address this in their response either.  I want this looked at.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Kimberly A[redacted]
I took my car to Sunnyside to have the bumper repaired. My car didn't have overspray on the car the day I left it at Sunnyside. I left my car in perfect Condition other than the small scratch on the bumper. I feel that somewhere between North Olmsted Sunnyside and the Body shop in MMiddleburge my car was damaged. I shouldn't be held responsible for this paint issue. I will follow through with ocontacting a TV station to make the public aware that Sunnyside doesn't back its employees or the work they do. I am very disappointed with this company.after that I will be obtaining an attorney. I have plenty of witnesses to the Condition of my car before the repairs. My car was at premier Toyota a day before for a oil change and service. Thank you Revdex.com for your help in this matter.sincerely kimberly A[redacted]

To answer Ms. [redacted]'s questions: 1. How is it that the calipers failed the exact same way 2 times in a row? ----- As far as knowing why both calipers failed, we have no way of knowing. We can only see the result of the failure. One type of failure we see more often is when a piston seizes inside the brake caliper. The piston has a rubber boot on it which protects it. If this boot fails, water/salt/debris can get inside the caliper (between the piston and its bore) and cause corrosion to form diminishing the piston's sliding ability and causing the parts to seize. 2. How long would it take for a caliper like mine to wear all the way down to almost nothing? ----- Just so we are on the same page, it was the brake pads that wore down extensively due to the caliper piston seizing. The brake caliper, brake pads, and brake rotor are the primary components of a car's disc brake system. Brake wear/usage is measured by more than just time and/or mileage. Brake wear varies based on a number of factors (i.e. driving habits, environment, materials, etc). When you press the brake pedal, the brake fluid flows from the master cylinder to the calipers. Brake fluid then applies pressure on the piston inside the caliper, pushing the brake pads against the rotors to slow/stop your car. Calipers are a mechanical part unlike brake pads or rotors. They do not have the same measured lifespan. The calipers themselves can last for the entire life of the car if taken care of properly. While the pads & rotors of a brake system will have normal wear from use, and need to be changed with some regularity, the calipers do not unless there is a mechanical problem with them. Most problems that arise with a brake caliper are a result of debris (If the vehicle is exposed to the elements, debris may collect in the braking system) and/or inactivity (If a vehicle sits for an extended period of time, the caliper may stick). 3. How long would it take the brake to wear down like it did? ----- If a caliper piston becomes stuck/seized in the bore, when you release your foot off the brake pedal, it doesn't release that pressure to the pads. This causes excessive/rapid wear to the pads and rotors. Ms. [redacted]'s brake pads were wearing normally/evenly when we checked them at 98,875 mileage (29,078 miles after the 1st caliper was replaced) and again at 110,040 mileage (9,306 miles after the 2nd caliper was replaced). They were not checked anytime after that as Ms. [redacted] did not request/authorize work to be done which included a brake inspection (i.e. oil change, coolant leak) nor did she mention she was having any concerns with the brakes. The 1st caliper failed somewhere between 29,078 and 31,545 miles of use. The 2nd caliper failed somewhere and between 40,293 and 41,719 miles of use. 4. Why wasn't this discovered as many times as I had brought the car to your service department? ----- As stated before, of the 9 times Ms. [redacted] came to Sunnyside for service, twice she specifically requested us to check the brakes and twice she requested a maintenance service (other than just an oil change or unusual repair) that incorporated a full multi-point inspection which includes removing wheels and inspecting the brakes (done at time of rotating tires). During those maintenance services that incorporated a full multi-point inspection, the brake pad measurements showed normal/even wear. 5. Why was I told if I brought the car back to Sunnyside for a third time you would have fixed it for nothing, just like you did the second time? ----- As stated before, When our service manager called Ms. [redacted] on 8/3/2017 (with customer relations manager present), he advised her that had she come back to Sunnyside and given us the opportunity, he would have CONSIDERED HELPING HER WITH THE COST even though she was more than triple the miles outside of the warranty. He NEVER OFFERED to replace the brakes at no charge. Note:  As for any reimbursement coming from the service manager's own pocket, Ms [redacted] has been entirely misinformed. Note: Ms. [redacted] has not been able to prove irrefutably that there was any workmanship issues on our part for us and our insurance company to consider.

Sunnyside Toyota is truly sorry about the repeated brake repairs [redacted] encountered and for any inconvenience and expense she incurred. The following are highlighted transactions/dealings with Ms. [redacted] and the repair of her 2000 Toyota Camry [redacted]). 11/11/2015 - Sunnyside...

invoice# [redacted] (mileage 69,797) Replace rear brake pads and brake rotors, clean and lubricate caliper slides. Replace rear brake calipers and bleed system utilizing scan tool while performing brake repairs. Brake repair portion of the bill amounted to $808.44 [See attached] 8/31/2016 - Sunnyside invoice# [redacted] (mileage 101342) Vehicle was back after 9 1/2 months and 31,545 miles. As a one-time goodwill gesture, Sunnyside Toyota replaced both rear calipers, rotors and pads due to calipers sticking and rotors overheating (at no cost to Ms. [redacted]) even though they were outside the 12 month/12,000 mile (whichever occurs first) replacement part warranty. [See attached] 7/3/2017 - Metro invoice# 108811 (mileage 143061) Vehicle was taken to another Toyota dealer after 10 months an 41,719 miles. Rear brakes are worn and wearing unevenly. Replaced rear disc brake pads, shims and right caliper, machined rear brake rotors, lubricated pad holders and caliper slides. Brake repair portion of the bill amounted to $358.00 ($408.00 less $50 core return fee). [See attached] 7/22/2017 - Ms. [redacted] dropped off old brake parts and invoice to our service manager. Parts were examined by one of our master technicians with service manager and customer relations manager present. It was determined that the piston seized in the rear caliper causing the pads to wear unevenly. 8/3/2017 - Our Service Manager called Ms. [redacted] with customer relations manager present. He explained to her that the worn brakes were due to caliper piston seizing, not from poor repair workmanship by the dealer. He explained that even though she was outside the 12 month/12,000 mile replacement part warranty, Sunnyside replaced her brakes at no cost to her as a goodwill gesture in the interest of customer satisfaction. He advised her that had she come back to Sunnyside, he would have considered helping her with the cost even though she was more than triple the mileage of the replacement part warranty this time. He advised Ms. [redacted] that while we regret that she incurred this expense, her request for reimbursement has been declined. Ms [redacted] stated she will do what she has to but she will get reimbursed one way or another. The service manager advised her that she had been charged a $50 core charge for the old caliper and she might want to pick up the parts and return the core to Metro Toyota for reimbursement. 10/10/2017 - Ms. [redacted] wrote a letter to our General Manager requesting a refund. [See attached] 10/26/2017 - Our Customer Relations Manager called Ms. [redacted] and explained she just sat with the GM and with the Service Manager so he could explain all the repairs. She stated that Ms. [redacted]'s brakes lasted 42,000 miles which is certainly the average as to how brakes last. She stated that Ms. [redacted] drove 42K miles in 10 months. She advised Ms. [redacted] that unless Metro Toyota can specifically tell either her or our service manager what we did wrong from a workmanship standpoint, that caused the brakes only to last 42K miles, we can't consider any reimbursement what so ever. She explained to Ms. [redacted] that we have a 12 month/ 12K mile warranty, whichever occurs first and she went almost 3 1/2 times that. She advised  that if there was a workmanship issue, it would have reared its ugly head shortly after leaving our facility 10 months ago. We don't believe there was any workmanship issues unless you can find a way to prove to us that there was for us and our insurance company to consider. Ms [redacted] abruptly stated that she will notify Toyota and file a complaint. She proceeded to hang up. 11/14/2017 - Ms. [redacted] contacted Toyota's Customer Experience Center (CEC) to file a complaint. The CEC representative documented the following and assigned a case number: Caller states had brakes done in 11/2015 at Sunnyside Toyota and paid over $1200 for repair. States took vehicle to an independent shop a short time later and was advised the rear brakes were bad. Caller took vehicle back to Sunnyside (8/2016) and dealer agreed brake repair was not done correctly and fixed them. Caller states had a radiator leak and took vehicle to Metro Toyota dealer because they were able to take the vehicle in quickly and was advised that rear brakes were bad, again. Caller states paid Metro Toyota to fix the brakes. Metro Toyota advised caller that Sunnyside should reimburse her for the brake cost and provided a breakdown of what was wrong with brakes. Caller contacted Sunnyside Toyota and advised them that brakes were still bad after a second repair but Sunnyside advised her that she should have taken the vehicle back to Sunnyside and they would have fixed them again. Caller states she spoke with the Service Manager and then GM and both advised her that no reimbursement would be provided to her. ----- Seeks to be reimbursed or compensated by Sunnyside Toyota. ----- NCR advised complaint documented and will send case to Sunnyside dealership. NCR advised a CRM will contact caller within 2 business days. Caller understood, thanked NCR and accepted survey. 11/24/2017 - Our Customer Relations Manager called Ms. [redacted] and reiterated the dealership's position on her reimbursement request. (brakes replaced 11/15/2015 at 69,797 miles; brakes replaced 8/31/2016 at 101,342 miles even though outside 12 mo/12K mile warranty as GW gesture; brakes replaced 7/3/2017 at 143061 miles) 1/19/2018 - Ms. [redacted] emailed Toyota's Customer Experience Center (CEC) to file a 2nd complaint. The CEC representative documented the following and added the activity to the original case number: Bad repair service - I have had the back brakes on my 2001 Toyota Camry replaced three times over the course of 1.5 years by Sunnyside Toyota in North Olmsted Ohio.  I had to have to work corrected by Metro Toyota in Brookpark Ohio because Sunnyside could not get the problem fixed. I still have the brakes and calipers that were supposed to be replaced but they were not.  As an investigation was conducted we determined they are the original calipers and they were never replaced.  I want a refund of $1,500.00.  Sunnyside has not been cooperative and I will never go there again.  I'm filing a complaint with the Revdex.com.  I have written Mike C[redacted] the GM twice and he has never responded. 1/23/2018 - Toyota's Customer Experience Center (CEC) responded the following: Dear Ms. [redacted], Thank you for contacting Toyota Motor Sales, U.S.A., Inc. Our records indicate you were able to communicate your concern via our Customer Experience Center telephone line on November 14, 2017.  At that time we requested that the customer relations manager, at Sunnyside Toyota contact you. We are sorry to learn of your disappointment with the response from  Sunnyside Toyota. We appreciate your additional feedback and it has been documented. Your email has been documented at our National Headquarters under file #[redacted]. If we can be of further assistance, please feel free to contact us. We have reviewed Ms. [redacted]'s circumstances, taking into account such factors as vehicle age and miles, especially as compared to the parts manufacturer's warranty, the type of repair, and prior maintenance and repair history. While we regret that she incurred this expense, her request for reimbursement has been declined.

Customer concern has been resolved.Customer relations manager called customer 7/31/15 2:35 pm, left voicemail, apologized, explained [redacted]'s contact w/ her father, advised headrests sent out UPS, thanked customer for her patience, left direct contact number.Customer relations manager called...

customer 8/4/15 5:20 pm, left voicemail, explained was following up to make sure headrests have been received, request confirmation call back.Customer called back 8/4/12 5:50 pm to confirm she received the headrests.