Superior Motors

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 belowHelloThe compliment is not, nor will it be resolved ?unless or until my Toyota Tundra, is fixedMy truck is now wreaked due to the power steering system freezing up, because a Superior Toyota technician, broke my power steering air control valve, thus all of my power steering fluid leaked out of the power steering pump causing me to lose all control of steering which resulted in a crash of my truckMy exhaust is still broken and loud, due to their technician at Superior Toyota ***, at Superior Toyota, is a liar! He was fired from [redacted] here in Erie, pa about years ago, for damaging customers cars and not respecting the customersAlso, explain to me why [redacted] owner of one of the best car shops/garages in Erie, Pennsylvania, "***'s auto service" on [redacted] and [redacted] , streetWhy is it that [redacted] drives an hour and a half, to [redacted] of [redacted] , to purchase all of his parts, as well as direct all of his Toyota, car,truck, van owners to only deal with [redacted] , if [redacted] , and not Superior Toyota, of Erie? Why???? Because Superior Toyota, sucks to put it mildly! Their crooks! They lie and take advantage of their customersDon't take my word, call [redacted] at ***'s auto service ask him about his many bad experiences with Superior ToyotaThen call [redacted] , of [redacted] , and ask their service department and their parts department, as to how many complaints they have received about Superior ToyotaI want my truck fixedSuperior Toyota, needs to fix my truck.Sent from my BlackBerry smartphone Regards, [redacted]

RE: Complaint ID [redacted] This letter is in regards to a complaint filed against our company by Mr [redacted] concerning the status of a credit he feels he is due for premature wear on a set of [redacted] Contact LXtires he purchased from [redacted] Corporation for his Lexus GXUnder circumstances, most tire dealers would direct a customer to return to the business they purchased them from in order to file a claim with the manufacturer for a warrantable defectHowever, Mr [redacted] was not satisfied with the service he was getting at [redacted] in regards to the premature wear on the tires so he turned to our company for assistance as a long time service and body shop customer here.We acted on Mr [redacted] 's behalf, as it is our position to assist our customers with all of their vehicle concerns, regardless of whether the issue they are experiencing is a result of goods or services purchased elsewhere.We instructed Mr [redacted] that tire manufacturers will not entertain warranty claims for premature wear until all of the usable tread on the tire has been worn out, or when only 2/32nds of an inch of tread remained on the tires, and at the time he brought his concern to us, there was still usable tread on the tiresOver an eight week period beginning in September of 2014, Mr [redacted] came to us weekly to have us measure the tread remaining on his tires until they had worn to the point that [redacted] would accept a warranty claim on themWe explained that [redacted] would determine what compensation to offer once they received the old tires to inspect and reviewed his vehicle service history.On October 3rd ,Mr [redacted] purchased four new tires from us after his tires were worn to the point that [redacted] would accept a claimAt this time, we assisted him in gathering all the necessary information to process his claim in an attempt to maximize the compensation he would receive from [redacted] This information included his proof of purchase from [redacted] Corporation, three separate tread depth measurements on each tire, Department of Transportation serial numbers for each tire, odometer readings at purchase and at replacement of the tires as well as records of all vehicle alignments and tire rotations performed on his vehicle as proof that he had done his part to properly maintain his tires in accordance with [redacted] ’s warranty policiesWe packaged this information along with his old tires and filed a preliminary claim with our primary distributor, [redacted] and shipped the old tires to themAs a major tire distributor, [redacted] acts as an intermediary in processing warranty claims with the tire manufacturer and ships tires to them for inspectionWe instructed Mr [redacted] that there would be an to week processing time for [redacted] to review the history and inspect the tires before they made a determination and issued credit [redacted] would then issue a credit to our company which we would in turn pass on to Mr [redacted] in the form of a company check.About weeks later, we received a phone call from Mr [redacted] inquiring on the status of his claimWe contacted [redacted] on his behalf and were informed that his claim had been denied due to too much tread remaining on the tires, which we knew not to be the caseOn Mr [redacted] 's behalf, we then contacted [redacted] to get an explanation for why his claim had been deniedThe representative at [redacted] 's warranty hotline could find no record of a claim for Mr [redacted] in their system and no record of the D.O.TSerial numbers of the tires we shipped to [redacted] ***We then contacted [redacted] and provided them with proof that we had indeed shipped the tires to them and that they were received at their [redacted] warehouseHowever, [redacted] could not produce any record that they had actually shipped the tires to [redacted] as was their responsibility, nor could they produce his old tires.On Mr [redacted] 's behalf, we argued his case with [redacted] that because they had misplaced his tires, they had made him ineligible for compensation from [redacted] through no fault of Superior Toyota or Mr [redacted] As a goodwill gesture to make up for their error, [redacted] decided to issue a credit in the amount of $to us to pass on to Mr [redacted] , which we did in the form of acompany checkAt this point, Mr [redacted] expressed dissatisfaction with the amount he received from [redacted] ***We explained that while we sympathized with his position, we had taken all necessary steps to accurately and correctly file his claimWe explained that while we stand ready to assist with all of his concerns, regardless if they are the result of goods or services purchased elsewhere, we cannot take financial responsibility for errors made by a third party.Had it been our company's mistake in misplacing Mr [redacted] 's tires, our process would have been much differentWe would have contacted [redacted] 's Warranty hotline to determine what the maximum credit a customer could receive on those tires given the mileage and we simply would have issued Mr [redacted] a check in that amountHowever, our company acted correctly on his behalf and it is our position that we went above and beyond to assist Mr [redacted] with a concern he had with a product he purchased at one of our competitors.Superior Toyota [redacted]

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.HelloI thank you greatly for representing my concerns to Superior Toyota, on my behalfFor starters, in order for me to have received my truck back, from Superior Toyota, after they completed the frame recall on my truck, ?I had to sign some documents that the frame recall was completedI got the truck back from Superior Toyota, at approximately 5:pm, at 5:30 ish, the very same day, I called "***," at Superior Toyota, from ***, convenient store/gas station to complain about my gas cap missing from my truck which was on my truck when I dropped it off to them for the frame recallWhereas, ***, suggested that I come pick up a new gas cap the next day, however I informed ***, that I had an appointment for Pennsylvania State Inspection, the very next morning, because my truck needed inspected due to it failing numerous times for a rotted frame on my Toyota TundraOnce at the inspection shop, (one of the three different shops),the very same shop that rejected/failed my state inspection "initially " before the frame recall-- his shop found the new issues with my Toyota Tundra, which were not there prior to my frame recallEach time my Toyota Tundra, had a failed state inspection (prior to me dropping it off at Superior Toyota, to do the frame recall), it failed all (3) times due ONLY to a rotted frame, nothing else! I never had any issues with thus truck other than the frame being rotted out, prior to me dropping it off at Superior Toyota.! Since getting my truck back from Superior Toyota, this truck has major problem(s), and now it's crashed due to the power steering air control valve, that ***, and his so called technicians broke. ***, at Superior Toyota, is an it to say the very least! I just recently on Memorial say of 2015, net another gentleman with a White Toyota Tundra, that has a rotted frame, and he and ***, had words on several occasions***, only sprayed thus gentleman's Toyota Tundra, with tar and told him to pick it upThe guy had tar on the seats of his truck and all over his driveway from Superior ToyotaHe complained to ***, his boss --all to no avail as they made excuse after excuseI provided the gentleman with Toyota Corporate number as well as the Revdex.com, infoSo just do your research and inquire about this gentleman that had a horrific experience with Superior Toyota, within the last (60) days. They know who he is, as he went there to Superior Toyota, infuriated to say the very least, about his truck and driveway***, is a piece of xxxx as are his boss's for still allowing such a piece of xxxx to still be employed within their businessSuperior Toyota, needs very much to fix my entire truck! Had they not broke my power steering air control valve, then my once beautiful truck, would not be in my garage wrecked! Sent from my BlackBerry smartphone.
Regards,
*** ***

RE: Complaint# *** To Whom It May Concern:This letter is in response to the complaint submitted on 3/20/by *** *** against Superior Toyota.In December of Mr*** contacted Superior Toyota concerning a recall on certain components of his Toyota TundraMr***’s vehicle
had a Reconstructed Title, therefore before proceeding we contacted our Field Technical Specialist with Toyota to assure we followed the appropriate processes for inspectionWhen the truck had been reconstructed, whomever did the reconstruction had filled the frame with spray foam and duck taped over it then painted the tape to make the vehicle frame look visual soundThey had also welded several other different vehicle parts to the bumper and frame with homemade brackets to do the bare minimum to put the vehicle back together.With that, we were instructed to advise the customer that there may be a portion of components on the truck that will not fit properly with the new frame as this is an “R” (reconstructed) title and the visual condition of the vehicle and frameMr*** and the Service Manager signed this typed document on 12/22/2014.The customer was also informed that all additional items, other than the ones covered by the recall, were at the expense of the customerAt this point the customer signed giving us authorization to go forward with the frame replacement.Prior to doing any work on this vehicle, we completed a thorough Multipoint Inspection on it to notate any issues before we did anythingDuring this inspection on 1/20/15, we found a very long list of items that would need immediate attention.Mr*** was presented with the findings from this multipoint by the Service ManagerAt that time, both the Service Manager and Mr*** signed the Repair Order agreeing to the findings on 1/20/at 2:p.mWe then moved forward with the frame replacement.After Superior Toyota completed the recall and frame replacement, the vehicle was then given back to the customerAny of the documents are available upon request showing the customers signature on all authorizing our findings prior to repair.Sincerely, Superior Toyota

RE: Complaint ID [redacted]This letter is in regards to a complaint filed against our company by Mr. [redacted] concerning the status of a credit he feels he is due for premature wear on a set of [redacted] Contact LX20 tires he purchased from [redacted] Corporation for his 2011 Lexus GX460. Under...

normal circumstances, most tire dealers would direct a customer to return to the business they purchased them from in order to file a claim with the manufacturer for a warrantable defect. However, Mr. [redacted] was not satisfied with the service he was getting at [redacted] in regards to the premature wear on the tires so he turned to our company for assistance as a long time service and body shop customer here.We acted on Mr. [redacted]'s behalf, as it is our position to assist our customers with all of their vehicle concerns, regardless of whether the issue they are experiencing is a result of goods or services purchased elsewhere.We instructed Mr. [redacted] that tire manufacturers will not entertain warranty claims for premature wear until all of the usable tread on the tire has been worn out, or when only 2/32nds of an inch of tread remained on the tires, and at the time he brought his concern to us, there was still usable tread on the tires. Over an eight week period beginning in September of 2014, Mr. [redacted] came to us weekly to have us measure the tread remaining on his tires until they had worn to the point that [redacted] would accept a warranty claim on them. We explained that [redacted] would determine what compensation to offer once they received the old tires to inspect and reviewed his vehicle service history.On October 3rd ,2014 Mr. [redacted] purchased four new tires from us after his tires were worn to the point that [redacted] would accept a claim. At this time, we assisted him in gathering all the necessary information to process his claim in an attempt to maximize the compensation he would receive from [redacted]. This information included his proof of purchase from [redacted] Corporation, three separate tread depth measurements on each tire, Department of Transportation serial numbers for each tire, odometer readings at purchase and at replacement of the tires as well as records of all vehicle alignments and tire rotations performed on his vehicle as proof that he had done his part to properly maintain his tires in accordance with [redacted]’s warranty policies. We packaged this information along with his old tires and filed a preliminary claim with our primary distributor, [redacted] and shipped the old tires to them. As a major tire distributor, [redacted] acts as an intermediary in processing warranty claims with the tire manufacturer and ships tires to them for inspection. We instructed Mr. [redacted] that there would be an 8 to 12 week processing time for [redacted] to review the history and inspect the tires before they made a determination and issued credit. [redacted] would then issue a credit to our company which we would in turn pass on to Mr. [redacted] in the form of a company check.About 12 weeks later, we received a phone call from Mr. [redacted] inquiring on the status of his claim. We contacted [redacted] on his behalf and were informed that his claim had been denied due to too much tread remaining on the tires, which we knew not to be the case. On Mr. [redacted]'s behalf, we then contacted [redacted] to get an explanation for why his claim had been denied. The representative at [redacted]'s warranty hotline could find no record of a claim for Mr. [redacted] in their system and no record of the D.O.T. Serial numbers of the tires we shipped to [redacted]. We then contacted [redacted] and provided them with proof that we had indeed shipped the tires to them and that they were received at their [redacted] warehouse. However, [redacted] could not produce any record that they had actually shipped the tires to [redacted] as was their responsibility, nor could they produce his old tires.On Mr. [redacted]'s behalf, we argued his case with [redacted] that because they had misplaced his tires, they had made him ineligible for compensation from [redacted] through no fault of Superior Toyota or Mr. [redacted]. As a goodwill gesture to make up for their error, [redacted] decided to issue a credit in the amount of $280.00 to us to pass on to Mr. [redacted], which we did in the form of acompany check. At this point, Mr. [redacted] expressed dissatisfaction with the amount he received from [redacted]. We explained that while we sympathized with his position, we had taken all necessary steps to accurately and correctly file his claim. We explained that while we stand ready to assist with all of his concerns, regardless if they are the result of goods or services purchased elsewhere, we cannot take financial responsibility for errors made by a third party.Had it been our company's mistake in misplacing Mr. [redacted]'s tires, our process would have been much different. We would have contacted [redacted]'s Warranty hotline to determine what the maximum credit a customer could receive on those tires given the mileage and we simply would have issued Mr. [redacted] a check in that amount. However, our company acted correctly on his behalf and it is our position that we went above and beyond to assist Mr. [redacted] with a concern he had with a product he purchased at one of our competitors.Superior Toyota [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. Hello. The compliment is not, nor will it be resolved ?unless or until my Toyota Tundra, is fixed. My truck is now wreaked due to the power steering system freezing up, because a Superior Toyota technician, broke my power steering air control valve, thus all of my power steering fluid leaked out of the power steering pump causing me to lose all control of steering which resulted in a crash of my truck. My exhaust is still broken and loud, due to their technician at Superior Toyota.  [redacted], at Superior Toyota, is a liar! He was fired from [redacted] here in Erie, pa about 4 years ago, for damaging customers cars and not respecting the customers. Also, explain to me why [redacted] owner of one of the best car shops/garages in Erie, Pennsylvania, "[redacted]'s auto service" on [redacted] and [redacted], street. Why is it that [redacted] drives an hour and a half, to [redacted] of [redacted], to purchase all of his parts, as well as direct all of his Toyota, car,truck, van owners to only deal with [redacted], if [redacted], and not Superior Toyota, of Erie? Why???? Because Superior Toyota, sucks to put it mildly! Their crooks! They lie and take advantage of their customers. Don't take my word, call [redacted] at [redacted]'s auto service ask him about his many bad experiences with Superior Toyota. Then call [redacted], of [redacted], and ask their service department and their parts department, as to how many complaints they have received about Superior Toyota. I want my truck fixed.. Superior Toyota, needs to fix my truck.Sent from my BlackBerry 10 smartphone. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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. I have received the correspondence forwarded from Superior Toyota. Due to the fact some of the information is not accurate, I will clarify it. First and foremost this is strictly business, not personal. There are some good people at this Toyota location. Nonetheless, the first paragraph stating I was not satisfied with the service at [redacted] Tire regarding the premature wear on my tires is misleading. I was not pleased with the wear of the tires, but [redacted] has always treated me good and with respect. I did not give [redacted] an opportunity to resolve the matter because the tire representative at Superior Toyota was being a good salesman and stated if I provided him with the sales receipt, all the vehicle alignments, tire rotations…. he would process the claim. I did. He explained, “We do this all the time.” Although I was pleased with the service over many years at [redacted] Tire, it made more economocal sense at this time to purchase the tires at Toyota because they have done the vast majority of work on my sports utility vehicle and it would also limit multiple appointments, traveling, wear and tear…. They may have thought I was unhappy with [redacted] Tire because of all of the scratches that would not come out on the rims of my vehicle, but that was proven by Superior Toyota to be related to the faulty tire alignment testing equipment at their facility.Regarding the second paragraph, if I came to them weekly over an eight week period to measure the tread depth remaining; why would there only be three separate tread depth measurements on each tire? Paragraph number four illustrates a stories told by [redacted] Tire approximately three months after I inquired and the mishandling of the tires until they were finally declared lost by [redacted]. The case may have been argued on my behalf, but once Superior Toyota accepted responsibility to address the issue in order to sell me new tires; they became part of the process of accountability to take “All necessary steps to accurately and correctly file” the claim. Therefore they are also part of process of the”company’s mistake in misplacing"… the tires. I have exhausted much more time than necessary to resolve this matter because I am a man of principle. They are getting paid to argue this case as they work. I am not. People often say it is not the money, it is the principle. I am the same way. To prove it, I am willing to forgo the balance of money due to me if Superior Toyota donates the money to the charity of their choice on my behalf. If a multimillion dollar company with a billion dollar parent company behind them feels it is more prudent to take money from a charity and/or a simple man: then that alone will issue a statement to their customers and I will conclude this case. Thank you.Sent from Windows Mail 
Regards,
[redacted]

Review: On 7 June 2016, our 2015 Camry Hybrid (parked in the driveway at my son's house) showed an ABS warning light. My son brought the car to Superior Toyota and they found rodent damage to wires with significant replacements estimated at $3000-4000 parts. [redacted] Insurance assigned a claim number (we do not have rentals on our policy) and [redacted] sent an appraisal agent. Our insurance indicated that it will cover replacement Parts 4417.20 and labor 1280.00 and tax totalling 6039.03; we assigned direction to pay to Superior Toyota. My son (a medical school student) needed to rent a car from Superior Toyota for $25 per day so that he could travel to and from the clinics where he is interning this summer. We were informed that there were only 3 of the needed replacement part (engine harness) in the whole country, so my son needed to renewal the rental vehicle again and again. A Toyota Case Manager said that the damage is not covered under the warranty; Toyota does not admit that the harness and wiring contain soy-based products attracting rodents to chew on them (as in a similar case in [redacted]: https://[redacted]-refuses-to-fix-vehicles-with-soy-coated-wiring-thats-irresist...⇄ in which case a recall would appear necessary to replace the defective parts. As of today 29 June 2016, the car is not yet finished and my son has been renting a car from Superior Toyota during this time period with one day per week free.Desired Settlement: We had expected for a free loaner car since the car would have been repaired more quickly, had the replacement part been available. We desire a refund of the rental fees for the rental vehicle and free loaner car for the duration of the repairs, and reimbursement of any costs above what the insurance is covering. We ask Toyota to investigate the possible soy-based wiring/rodents issue so that this does not happen again.

Business

Response:

Re: [redacted] Dear [redacted]:I am responding to your correspondence dated June 30, 2016, in which you reference a complaint filed by a consumer regarding rodent damage to their 2015 Toyota Camry. Further, this consumer alleges that the damage incurred is not being covered under a Toyota warranty or recall, and their personal insurance does not provide for a rental vehicle. Finally, the consumer indicated that parts are not readily available for the repair. Their desired settlement includes a free rental for the duration of the repair, and that Toyota investigates the origin of this repair.We do not disagree with a majority of the concerns stated above. The damage was the result of rodents, however, what caused them to chew the wiring harness is not something we are able to speculate on. The consumers concern has been forwarded to our representative at Toyota, per his request in the desired settlement.As he indicated, Toyota does not cover this damage under any warranty or recall. The dealership is at the mercy of parts availability based on Toyota's production directive, not something we can change.Lastly, the consumer requests a free loaner car during the duration of the repair for the above noted issues. As noted above, the concerns that are stated are not a result of something the dealership did or did not do. However, as a measure of goodwill, the dealership elected to provide the rental car at no cost for 2 days each week for the duration of the repair (6 days total). Further, electing to add rental coverage to your insurance is a personal choice and one that likely saves you on premiums if you choose not to include it. Again, the consumer elected not to include that coverage for one reason or another. That is a personal choice, but one that results in risking cash out of pocket for a rental vehicle should the need arise. As noted above, thedealership did go above and beyond, and provided the rental at no cost for two days of each week.We feel this thorough account clarifies any concerns made by the consumer, and proves the dealerships willingness to participate in these costs despite not being responsible for them. Should you have any further questions, do not hesitate to contact us.Sincerely,Timothy F**, CPA Fixed Operations Director Superior Toyota

Review: 7/15/2013 I contacted the Toyota store via instant message on their website and requested the price for a 2007 silver Toyota Rav4. It was the only one posted on the website. The manager [redacted] told me the sale price was $13,979 and that he could come down on the price. I agreed to come to the store at that point.(I have a copy of the conversation between [redacted] and I that was emailed to me.) When I arrived at the dealership I was directed by [redacted] to a salesman, [redacted]. At that time he told me that the actual price of the vehicle was $16,979. I told him I came to the store for the price that I was given online. He tried to explain away several different reasons why it couldn't have been that price and that it was a mix up. I explained to him that it couldn't have been a mix up because the one that [redacted] and I spoke about online was the ONLY silver Rav4 online. Which he was also lying to me at that point too because another silver Rav4, the one he was referring to, listed the next day at $15,979 online. He said his manager wouldn't make a mistake like that but he would honor the price anyways. Once we sat down I said I wanted the price closer to $12,000 due to the fact that the manager specifically said in the online chat conversation that he could get the price lowered and there was a hole in the muffler. We at that point continued to go back and forth. I even agreed to go up to the actual $13,979 if he could include taxes, title, and all fees required for purchasing the vehicle. He said he spoke with his boss and due to the fact that they were giving me a "discount" or basically honoring the price I was given online they could not go down in price, even though they specifically said online that they could go down in price. Apparently this tactic is called "Bait and Switch" where they bait you with a fake price to get you to the dealership and then change the price when you get there to try to make it seem like an accident and over charge you. I do not appreciate this happening to meDesired Settlement: Since what they did to me is federally illegal from what Ive been told, I would like to purchase the vehicle for the price that I asked for ($12,000.00) or the Kelleys blue book value of $12,300. If this matter cannot be resolved through the Revdex.com I would like this complaint to be kept on file in case this situation happens to someone else who tries to purchase a vehicle at Superior Toyota.

Business

Response:

July 25, 2013

Revdex.com of Western Pennsylvania Attn: [redacted] 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220

Re: [redacted] Dear [redacted]:

I am responding to your correspondence dated July 17, 2013, in which you reference a complaint filed by a consumer that was interested in one of our used vehicles listed on our website. Further, this consumer alleges that our dealership employees performed a "bait and switch" tactic where we quoted a price to her online, then gave a different number for that vehicle to her once she arrived at the dealership.

The customer stated that the 2007 Rav4 in silver that she was interest in was the only one on the website. That is correct, however, that is not the only 2007 Rav4 in silver that we had in stock. The unit we had listed on the website was a 2 wheel drive model with very high miles. The other 2007 Rav4 in silver we had in stock was a 4 wheel drive model with very few miles, hence the higher asking price. Our internet manager was the person conversing with the consumer online. At no point in their conversation was the mileage or 2 vs. 4 wheel drive specification mentioned to pin point exactly which unit she was interested in. When this customer visited the dealership, our internet manager directed her to a salesperson, as she stated. The salesperson was told that the consumer was interested in the 2007 Rav4 in silver, and he presented the 4 wheel drive model with low miles. The fact that we had two of the exact same year Rav4's in the same color was completely coincidental. While we are truly sorry for any misunderstanding with

the consumer, there was never any intention to misrepresent or utilize a "bait and switch" tactic.

Review: This complaint is against Superior Toyota, of Erie Pennsylvania, namely Service Manager [redacted]. Early this year January 2015, Superior Toyota, did do a frame recall on my 2000 Toyota Tundra. Before my truck went to Superior Toyota, for the frame recall, it failed several prior state inspections due to the (entire frame)being rotted out completely! No other issues were present at the time of the failed state inspections other than the frame issues. I received my Toyota Tundra, back from Superior Toyota, with (7) new issues, that again, were never present prior to them doing the frame recall. Since getting my truck back, I noticed that the power steering valve which controls my steering, is in fact broken.my truck leaks power steering fluid daily. In fact, just last night while driving my truck, the power steering froze up and I had to swerve off to the side of the road in a snow bank so I would not hit the car in front of me as I lost control of my steering, due to the broken power steering valve. This issues alone, is very dangerous to say the very least. There is power steering fluid all over the right side of my engine and frame right next to the broken power steering valve that Superior Toyota, Technicians broke as they removed/installed my engine onto the new frame. This issue was never present prior to the frame recall. Also, Superior Toyota, did break my exhaust y pipe, as they had to remove my exhaust completely from my truck to do the frame recall. My exhaust has gashes in it where they apparently were trying to remove my exhaust to complete the frame recall. Now when you start my truck, directly underneath the cab is full of smoke. This issue was never there prior to doing the frame recall. They also broke bolts, as well as did not replace bolts that they took out of my truck to do the frame recall. I am very dissatisfied with Superior Toyota to say the very least. They got paid $17,000.00, from Corporate Toyota, to do my frame recall,they broke things on my truck and did not fix.Desired Settlement: I want Superior Toyota, to issue me an apology, as well as to fix the parts that their technicians, did in fact break on my truck. Three weeks ago, Service Manager [redacted], assured me that he himself had ordered all of the parts for my Toyota Tundra. I have not received any parts as of yet! If this power steering continues to freeze up, someone could get seriously hurt and or killed as I often have no control over the steering of the vehicle. I had to drive into a snow bank not to hit someone.

Business

Response:

RE: Complaint# [redacted] To Whom It May Concern:This letter is in response to the complaint submitted on 3/20/15 by [redacted] against Superior Toyota.In December of 2014 Mr. [redacted] contacted Superior Toyota concerning a recall on certain components of his 2000 Toyota Tundra. Mr. [redacted]’s vehicle had a Reconstructed Title, therefore before proceeding we contacted our Field Technical Specialist with Toyota to assure we followed the appropriate processes for inspection. When the truck had been reconstructed, whomever did the reconstruction had filled the frame with spray foam and duck taped over it then painted the tape to make the vehicle frame look visual sound. They had also welded several other different vehicle parts to the bumper and frame with homemade brackets to do the bare minimum to put the vehicle back together.With that, we were instructed to advise the customer that there may be a portion of components on the truck that will not fit properly with the new frame as this is an “R” (reconstructed) title and the visual condition of the vehicle and frame. Mr. [redacted] and the Service Manager signed this typed document on 12/22/2014.The customer was also informed that all additional items, other than the ones covered by the recall, were at the expense of the customer. At this point the customer signed giving us authorization to go forward with the frame replacement.Prior to doing any work on this vehicle, we completed a thorough Multipoint Inspection on it to notate any issues before we did anything. During this inspection on 1/20/15, we found a very long list of items that would need immediate attention.Mr. [redacted] was presented with the findings from this multipoint by the Service Manager. At that time, both the Service Manager and Mr. [redacted] signed the Repair Order agreeing to the findings on 1/20/15 at 2:40 p.m. We then moved forward with the frame replacement.After Superior Toyota completed the recall and frame replacement, the vehicle was then given back to the customer. Any of the documents are available upon request showing the customers signature on all authorizing our findings prior to repair.Sincerely, Superior Toyota

Review: I don't even know where to start with my complaint! when we got out car we had a deal worked out with the sales man we left came back my husband went in signed the paper work I went in after (due to our schedules) signed she had explained that she had told him every thing already. so I get home I am going over things they charged us for gap insurance that we already pay for with our cars! ($800.00) then they charged us for some extra warranty that she never ever explained to my husband (even though she says she did). that equaled to $2500.00! so for a total of $3,300.00 they had owed us! they reluctantly gave back. well it went straight to the loan which cam off the car she explained it would be like a car payment and we may not have an actual payment until may because of it! but because we know to question everything since. last week the 17th we had not received anything about our first payment (orig. april 5th) and so just in case I stopped in to see her she "called them" and said they send out payment books 18 days prior which would put it at that day exactly and I should be getting within the next day or so! well it is now 13 days until April 5th and still no book! so I called [redacted] bank where the loan is through and they explained they send them out 14 days not 18! and that there is no book its just a piece of paper (like a statement). all I know is everytime I try to talk to the finance dept at Toyota it feels like they give you a run around answer and don't care if your payment is going to be late! well I care I don't want bad credit! I have worked to hard to get my credit up! it is not fair to keep being told one thing and left in the dark and the same time!Desired Settlement: I real want answers and apologizes for everything that has happened and I want it from the manager I don't want this same lady! or I want a different finance person because she seems to not know what she is doing or that she even cares about people I am just so upset by all of this! I don't think I will ever get a car here again!!!!!

Business

Response:

RE: ID# [redacted] To Whom it May Concern:Mr. & Mrs. [redacted] came into our dealership on February 25, 2016 to purchase a 2010 Hyundai Veracruz. They could not sign papers at that time, and had inquired if they could come back at separate times to sign due to their work schedules. I had informed them that would be fine and we would do whatever to accomodate them.Mr. [redacted] came into my office first, and I went over all of the paperwork with him and explained all of the products I had to offer, which included the extended warranty and gap insurance. Mr. [redacted] accepted the warranty and gap coverage, signed all of the paperwork which I had presented to him, and we held the documents until his wife was able to come in at a later time to sign.Mrs. [redacted] came in later that day, and once again I presented and thoroughly explained each and every paper that she signed. She read each form and if she had any questions regarding the paperwork, I answered them at this time. There was no confusion over what was purchased and in the contract.On March 9th 2016, Mrs. [redacted] came into the dealership and requested that we cancel the warranty and gap coverage. I had explained to her that we could do so, and the refund payment would go to the installment loan balance since the deal had already been funded, and this is also a requirement of any financial institution. On March 9th, 2016 we sent a check for $3300.00 to [redacted] Bank, which was the full refund on the warranty and gap which they had previously accepted. There was no reluctance on our part in this entire process.Approximately 1 week after purchasing the vehicle, Mrs. [redacted] had called me with the concern that she hadn't received her payment book yet. I explained that it takes time for the loan to process after funding and she should receive something from [redacted] Bank in approximately 2 weeks, and she will receive it in plenty of time before her first payment was due, which was April 5th, 2016. Mrs. [redacted] called me numerous times and came into my office so we could call the bank together. I spoke with a representative from [redacted] Bank, and they assured me it hadn't been enough time for her to receive her statement and that it would be sent to her about 10 days before her first payment was due. On March 24, 2016, I received a voice message from Mrs. [redacted] demanding her account number and a phone number for [redacted], which I called her back and gave her. She felt as though I had lied to her because of thefact I told her the coupon would be mailed out APPROXIMATELY 18 days before the payment was due, and the bank told her 14 days.We, as a dealership, did everything the customer had asked of us, and in a timely manner. We understand the importance of credit rating for our customers, and would never do anything to jeopardize that. Buying a car is a large financial decision and can be very stressful. We hope this clarifies how the transaction was handled.Sincerely,Paul J[redacted]Superior Toyota ###-###-####