First I would like to address and apologize for the delays in communication on our part. This was a complicated case that we were diligently working with Toyota Motor Sales on. The first step that Toyota required was to have the owner authorize a dismantling and inspection of the engine to...
determine the cause of failure. We tried our very best to get Toyota to cover this initial expense but were unwilling to as the vehicle is outside of the standard factory warranty. So the owner authorized the tear down of the engine for inspection. Due to the scope of removing the engine and taking it apart for inspection only contributed to the delays in communication to the customer. Upon tear down and inspection it was determined by Toyota Motor Sales that there was an internal failure due to a lack of lubrication within the engine. We were in communication with Toyota extensively trying to get authorization from Toyota for the needed repairs. There is a warranty extension in relation to oil consumption on this vehicle and we were trying to get this covered by Toyota for the needed repairs. Toyota declined coverage as the oil consumption tests could not be performed due to the engines current state of operation. Toyota stated that the customer would need to authorize the repairs and once the engine is operational they would approve the oil consumption tests. Toyota stated that after the oil consumption tests are performed and it is determined that the engine has the excessive oil consumption condition then the customer can seek reimbursement for the repairs performed directly with Toyota Motor Sales. We deeply value this clients relationship with Kearny Mesa Toyota and we did everything in our power and ability to assist this client with the repairs needed.
On behalf of Mr. [redacted] our service director [redacted] made contact with Mr. [redacted]. After discussing the clients concerns it was determined that Mr. [redacted]'s request for reimbursment of $115.00 was fair and resonable. We will be issuing a check for the sum requested.
Upon review by our service director [redacted] it has been determined that Kearny Mesa Toyota is correct in the determination that the clients concerns are in fact accident related, affected by non-Toyota suspension components or is a wear item and therefore are not applicable under Toyota...
New Car Limited Warranty terms and conditions. The client had the following concerns: CUSTOMER STATES REAR BRAKE LIGHTS CONDENSE WATER INSIDE THE LIGHT. Upon inspection it was found that the vehicle had been in an accident and water/condensation inside the light is related to the seal being compromised from the accident and is not covered under the Toyota New Car Limited Warranty. CUSTOMER STATES CLICKING NOISE FROM PASSENGER WHEEL AREA, PRIMARILY FROM UNDER THE VEHICLE. UNDER LOW SPEEDS BUMPS AND TURNS. Concerns are directly related to non-Toyota suspension components installed and are not covered by Toyota New Car Limited Warranty. CUSTOMER STATES CLUTCH FEELS LIGHTER THAN IT SHOULD, PLEASE INVESTIGATE AND ADVISE. Clutch components are considered wear items and therefore are not covered by the Toyota New Car Limited Warranty. It is unfortunate that Kearny Mesa Toyota had to be the bearer of bad news and advise the client that the concerns stated with the vehicle are not covered under the Toyota New Car Limited Warranty. We cannot bill Toyota for any of these items of concern or repairs that may need to be performed as they are not applicable for coverage under the Toyota warranty terms and conditions. We would be happy to provide the client with an estimate to address and resolve the concerns stated. If the owner would like an estimate for repairs please ask him to call [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I really fail to see how Kearny Mesa Toyota can accept no responsibility in this particular case. They claim that they are only “the Messenger”, but yet they have failed on numerous occasions to thoroughly answer the majority of the questions I proposed as to why my car had the various issues it did, and why Toyota Motor Sales would not cover the damages on this car model’s year. As I mentioned in the two previous submissions, I had called on 8/17/16 after not hearing any status at all on my car, and I was put on hold for 10 minutes before being hung up on. I also mentioned in a previous response via Revdex.com that I had to literally walk into the service advisor’s office, unscheduled on 8/26/16, and ask what my problems were with my car since I had no communication with him or the dealership over a 1 week period. I also find it very interesting that Kearny Mesa Toyota also says they performed an oil consumption test when my car reached 80,142 miles, and that there were no problems—which was true. Did Kearny Mesa Toyota also communicate to Toyota Motor Sales that there was a class action lawsuit against Toyota in 2014 on the exact issue of oil consumption in the exact car model and year that matched mine? I also had brought in my car at 83,971 miles and at 88,425 miles, and I did not have an oil consumption test performed either of those times…how come? On [redacted], when ‘Toyota Rav-4 2008 Engine problems” is searched, the #1 issue on that model is of “excessive oil consumption” at the average distance of 96,114 miles. My vehicle only had 92,889 miles, and I had come in previously for regular service each time with no mentioned problems. I had also mentioned in a previous response that my car had damages to be repaired with the cause being “oil burning”, which was told to me by the service advisors and managers. But somehow they only way they were going to “prove” that was the issue with excessive oil consumption was to repair and replace my engine’s parts, which would fix the car and assumingly the problems as well. This seems incredibly counterintuitive to what the situation actually showed based on the damages. I would also like to mention that I had to REQUEST an oil consumption test on 8/24/16 at 4:15 PM to the service advisor because I wanted to make sure my car was functioning. Initially he said I did not need to run the test because all the parts were fixed, but I insisted since there had already been a great deal of dishonesty and lack of communication. When asking about why the Warranty Enhancement Program was not utilized, it was only if my car’s engine failed the test. But the test could not be performed due to damages in the engine. Was any of this communicated to Toyota Motor Sales in the 24-day period that my vehicle was at Kearny Mesa Toyota? I also would like to note that when I previously brought in my car at 88,425 miles, the last time before this ordeal had occurred, I stated that there was a drivability concern. This is a direct quote from the receipt when I brought my car in for service: “Customer states humming noise after first start, sounds like from under the engine area. Lasts for 10-20 seconds then goes away. Does not feel the humming noise through the brakes.” This noise still occurs to this day at various times, and I was assured in that previous service appointment that there was no problem within the engine in regards to that noise. There were bigger issues at the most recent time I brought my vehicle in for these repairs, so it never got noted that it was still a concern. I also contacted Toyota Motor Sales myself directly on 10/7/16 about this case, and they said that it was Kearny Mesa Toyota’s responsibility to deal with this situation in regards to this issue since they had performed all the recommended service on my car.Bottom line, IF the car engine was rebuilt in this case, an individual would assume it would pass the oil consumption test. So, I feel that Kearny Mesa Toyota is being fraudulent in their claim of communication. Therefore, I am suffering to the tune of $6379.89 for this dishonesty. I still am seeking a reimbursement.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I’m not sure how diligently Kearny Mesa Toyota was working with Toyota Motor Sales, Inc. considering I had to call them myself, and start a case with them. Kearny Mesa Toyota claimed: “…the owner authorized the tear down of the engine for inspection.” What they failed to mention is that they told me I would ONLY be able to do the oil consumption test if I authorized the engine tear down. Kearny Mesa Toyota also said in their response: “Upon tear down and inspection it was determined by Toyota Motor Sales that there was an internal failure due to a lack of lubrication within the engine.” This becomes very confusing to me, because the service advisor that I originally spoke with went through my car’s service history and said this was no failure on my part, but of the manufacturer, and he assured me that Toyota would most likely cover it. I would also like to point out that I brought my car in at the time it needed service from the date/distance they recommended. I have religiously come in at every service appointment I was ordered to come in for, and I was even shown, in detail, my vehicle records of service by the service advisor on the company’s computer, which showed each recorded time I had come in, and what services had been performed. They also note that: "There is a warranty extension in relation to oil consumption on this vehicle and we were trying to get this covered by Toyota for the needed repairs. Toyota declined coverage as the oil consumption tests could not be performed due to the engines current state of operation.” OF COURSE THEY COULD NOT DO THE OIL CONSUMPTION TEST! THEY TOLD ME THEY HAD TO TAKE THE ENGINE APART! This seems to be a no win situation for me, as I was told they had to take it apart BEFORE I was told about an oil consumption test. This dealership should have asked Toyota first about the oil consumption test. Why would Toyota not cover this procedure if they knew and have a warranty extension for this reason? They also said: "Toyota stated that after the oil consumption tests are performed and it is determined that the engine has the excessive oil consumption condition then the customer can seek reimbursement for the repairs performed directly with Toyota Motor Sales.” I would imagine with all the new repairs and a rebuilt engine, the car would now pass the oil consumption test since they knew about the issue. In the interim, I am out $6379.89.I would also like to add that there was an extreme lack of communication I had between 8/18/16 and 8/26/16, and I personally had to go visit Kearny Mesa Toyota directly and tried talking to the original service advisor in-person to get some answers. And again, I had taken notes on each day and recorded exact times that I dealt with Toyota Motor Sales and Kearny Mesa Toyota in the 24-day period my car was at the Kearny Mesa Service center.
Regards,
[redacted]
To Whom It May Concern, As stated previously this decision was and is made by Toyota Motor Sales and we highly recommend that the client addresses this matter with Toyota Motor Sales directly. Their contact information is [redacted] or [redacted] . Kearny Mesa Toyota is in the position to advocate for the customer and we did so extensively while the vehicle was in our possession but ultimately the decision was made by Toyota Motor Sales and Kearny Mesa Toyota must follow the directives given by Toyota Motor Sales. If the client is successful in reaching a resolution with Toyota Motor Sales then Kearny Mesa Toyota will be happy to follow the decision given by Toyota Motor Sales.
We have
reviewed the customers complaint as described and have reached out to Mr. [redacted]
directly to extend a personal apology for the inconvenience he experienced. We
are waiting for Mr. [redacted] to call our Service Director [redacted] who will
be honoring Mr. Wolfs request for a refund of...
the labor associated with the brake
job that was performed. Mr. [redacted] will be receiving a refund in the sum of $289.90
in the form of a check that will be issued by our business office. The check
will be issued once our Service Director speaks to Mr. [redacted] and confirms his
mailing address.Thank you for bringing this matter to our attention.
First I would like to address and apologize for the delays in communication on our part. This was a complicated case that we were diligently working with Toyota Motor Sales on. The first step that Toyota required was to have the owner authorize a dismantling and inspection of the engine to...
determine the cause of failure. We tried our very best to get Toyota to cover this initial expense but were unwilling to as the vehicle is outside of the standard factory warranty. So the owner authorized the tear down of the engine for inspection. Due to the scope of removing the engine and taking it apart for inspection only contributed to the delays in communication to the customer. Upon tear down and inspection it was determined by Toyota Motor Sales that there was an internal failure due to a lack of lubrication within the engine. We were in communication with Toyota extensively trying to get authorization from Toyota for the needed repairs. There is a warranty extension in relation to oil consumption on this vehicle and we were trying to get this covered by Toyota for the needed repairs. Toyota declined coverage as the oil consumption tests could not be performed due to the engines current state of operation. Toyota stated that the customer would need to authorize the repairs and once the engine is operational they would approve the oil consumption tests. Toyota stated that after the oil consumption tests are performed and it is determined that the engine has the excessive oil consumption condition then the customer can seek reimbursement for the repairs performed directly with Toyota Motor Sales. We deeply value this clients relationship with Kearny Mesa Toyota and we did everything in our power and ability to assist this client with the repairs needed.
I have reach out to the customer regarding this complaint and left a message.
On behalf of Mr. [redacted] our service director [redacted] made contact with Mr. [redacted]. After discussing the clients concerns it was determined that Mr. [redacted]'s request for reimbursment of $115.00 was fair and resonable. We will be issuing a check for the sum requested.
Upon review by our service director [redacted] it has been determined that Kearny Mesa Toyota is correct in the determination that the clients concerns are in fact accident related, affected by non-Toyota suspension components or is a wear item and therefore are not applicable under Toyota...
New Car Limited Warranty terms and conditions. The client had the following concerns: CUSTOMER STATES REAR BRAKE LIGHTS CONDENSE WATER INSIDE THE LIGHT. Upon inspection it was found that the vehicle had been in an accident and water/condensation inside the light is related to the seal being compromised from the accident and is not covered under the Toyota New Car Limited Warranty. CUSTOMER STATES CLICKING NOISE FROM PASSENGER WHEEL AREA, PRIMARILY FROM UNDER THE VEHICLE. UNDER LOW SPEEDS BUMPS AND TURNS. Concerns are directly related to non-Toyota suspension components installed and are not covered by Toyota New Car Limited Warranty. CUSTOMER STATES CLUTCH FEELS LIGHTER THAN IT SHOULD, PLEASE INVESTIGATE AND ADVISE. Clutch components are considered wear items and therefore are not covered by the Toyota New Car Limited Warranty. It is unfortunate that Kearny Mesa Toyota had to be the bearer of bad news and advise the client that the concerns stated with the vehicle are not covered under the Toyota New Car Limited Warranty. We cannot bill Toyota for any of these items of concern or repairs that may need to be performed as they are not applicable for coverage under the Toyota warranty terms and conditions. We would be happy to provide the client with an estimate to address and resolve the concerns stated. If the owner would like an estimate for repairs please ask him to call [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I really fail to see how Kearny Mesa Toyota can accept no responsibility in this particular case. They claim that they are only “the Messenger”, but yet they have failed on numerous occasions to thoroughly answer the majority of the questions I proposed as to why my car had the various issues it did, and why Toyota Motor Sales would not cover the damages on this car model’s year. As I mentioned in the two previous submissions, I had called on 8/17/16 after not hearing any status at all on my car, and I was put on hold for 10 minutes before being hung up on. I also mentioned in a previous response via Revdex.com that I had to literally walk into the service advisor’s office, unscheduled on 8/26/16, and ask what my problems were with my car since I had no communication with him or the dealership over a 1 week period. I also find it very interesting that Kearny Mesa Toyota also says they performed an oil consumption test when my car reached 80,142 miles, and that there were no problems—which was true. Did Kearny Mesa Toyota also communicate to Toyota Motor Sales that there was a class action lawsuit against Toyota in 2014 on the exact issue of oil consumption in the exact car model and year that matched mine? I also had brought in my car at 83,971 miles and at 88,425 miles, and I did not have an oil consumption test performed either of those times…how come? On [redacted], when ‘Toyota Rav-4 2008 Engine problems” is searched, the #1 issue on that model is of “excessive oil consumption” at the average distance of 96,114 miles. My vehicle only had 92,889 miles, and I had come in previously for regular service each time with no mentioned problems. I had also mentioned in a previous response that my car had damages to be repaired with the cause being “oil burning”, which was told to me by the service advisors and managers. But somehow they only way they were going to “prove” that was the issue with excessive oil consumption was to repair and replace my engine’s parts, which would fix the car and assumingly the problems as well. This seems incredibly counterintuitive to what the situation actually showed based on the damages. I would also like to mention that I had to REQUEST an oil consumption test on 8/24/16 at 4:15 PM to the service advisor because I wanted to make sure my car was functioning. Initially he said I did not need to run the test because all the parts were fixed, but I insisted since there had already been a great deal of dishonesty and lack of communication. When asking about why the Warranty Enhancement Program was not utilized, it was only if my car’s engine failed the test. But the test could not be performed due to damages in the engine. Was any of this communicated to Toyota Motor Sales in the 24-day period that my vehicle was at Kearny Mesa Toyota? I also would like to note that when I previously brought in my car at 88,425 miles, the last time before this ordeal had occurred, I stated that there was a drivability concern. This is a direct quote from the receipt when I brought my car in for service: “Customer states humming noise after first start, sounds like from under the engine area. Lasts for 10-20 seconds then goes away. Does not feel the humming noise through the brakes.” This noise still occurs to this day at various times, and I was assured in that previous service appointment that there was no problem within the engine in regards to that noise. There were bigger issues at the most recent time I brought my vehicle in for these repairs, so it never got noted that it was still a concern. I also contacted Toyota Motor Sales myself directly on 10/7/16 about this case, and they said that it was Kearny Mesa Toyota’s responsibility to deal with this situation in regards to this issue since they had performed all the recommended service on my car.Bottom line, IF the car engine was rebuilt in this case, an individual would assume it would pass the oil consumption test. So, I feel that Kearny Mesa Toyota is being fraudulent in their claim of communication. Therefore, I am suffering to the tune of $6379.89 for this dishonesty. I still am seeking a reimbursement.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I’m not sure how diligently Kearny Mesa Toyota was working with Toyota Motor Sales, Inc. considering I had to call them myself, and start a case with them. Kearny Mesa Toyota claimed: “…the owner authorized the tear down of the engine for inspection.” What they failed to mention is that they told me I would ONLY be able to do the oil consumption test if I authorized the engine tear down. Kearny Mesa Toyota also said in their response: “Upon tear down and inspection it was determined by Toyota Motor Sales that there was an internal failure due to a lack of lubrication within the engine.” This becomes very confusing to me, because the service advisor that I originally spoke with went through my car’s service history and said this was no failure on my part, but of the manufacturer, and he assured me that Toyota would most likely cover it. I would also like to point out that I brought my car in at the time it needed service from the date/distance they recommended. I have religiously come in at every service appointment I was ordered to come in for, and I was even shown, in detail, my vehicle records of service by the service advisor on the company’s computer, which showed each recorded time I had come in, and what services had been performed. They also note that: "There is a warranty extension in relation to oil consumption on this vehicle and we were trying to get this covered by Toyota for the needed repairs. Toyota declined coverage as the oil consumption tests could not be performed due to the engines current state of operation.” OF COURSE THEY COULD NOT DO THE OIL CONSUMPTION TEST! THEY TOLD ME THEY HAD TO TAKE THE ENGINE APART! This seems to be a no win situation for me, as I was told they had to take it apart BEFORE I was told about an oil consumption test. This dealership should have asked Toyota first about the oil consumption test. Why would Toyota not cover this procedure if they knew and have a warranty extension for this reason? They also said: "Toyota stated that after the oil consumption tests are performed and it is determined that the engine has the excessive oil consumption condition then the customer can seek reimbursement for the repairs performed directly with Toyota Motor Sales.” I would imagine with all the new repairs and a rebuilt engine, the car would now pass the oil consumption test since they knew about the issue. In the interim, I am out $6379.89.I would also like to add that there was an extreme lack of communication I had between 8/18/16 and 8/26/16, and I personally had to go visit Kearny Mesa Toyota directly and tried talking to the original service advisor in-person to get some answers. And again, I had taken notes on each day and recorded exact times that I dealt with Toyota Motor Sales and Kearny Mesa Toyota in the 24-day period my car was at the Kearny Mesa Service center.
Regards,
[redacted]
To Whom It May Concern, As stated previously this decision was and is made by Toyota Motor Sales and we highly recommend that the client addresses this matter with Toyota Motor Sales directly. Their contact information is [redacted] or [redacted] . Kearny Mesa Toyota is in the position to advocate for the customer and we did so extensively while the vehicle was in our possession but ultimately the decision was made by Toyota Motor Sales and Kearny Mesa Toyota must follow the directives given by Toyota Motor Sales. If the client is successful in reaching a resolution with Toyota Motor Sales then Kearny Mesa Toyota will be happy to follow the decision given by Toyota Motor Sales.
We have
reviewed the customers complaint as described and have reached out to Mr. [redacted]
directly to extend a personal apology for the inconvenience he experienced. We
are waiting for Mr. [redacted] to call our Service Director [redacted] who will
be honoring Mr. Wolfs request for a refund of...
the labor associated with the brake
job that was performed. Mr. [redacted] will be receiving a refund in the sum of $289.90
in the form of a check that will be issued by our business office. The check
will be issued once our Service Director speaks to Mr. [redacted] and confirms his
mailing address.Thank you for bringing this matter to our attention.