Initial Business Response / [redacted] (1000, 5, 2016/10/04) */ As Ms [redacted] stated; she did indeed purchase a vehicle in November The day after her purchase the dealership noticed the rebate had been incorrectly printed on the contractIn order for Audi Financial to fund her loan this needed to be correctedIt was explained to her that this did not change the terms of her loan and the new contract was thoroughly reviewed to ensure everything was fully disclosedBecause the customer refused to sign the new contract, the dealership (not Audi Financial) paid the customers first payment as a sign of goodwill so she would not default on her loanWe made every effort to satisfy her requests and understand that Ms [redacted] has not been happy with her purchase of the Asince shortly after purchasingShe has visited our dealership multiple times over the course of the last year to try and trade out of her vehicle Ms [redacted] was never required to sign a new contract and Audi Financial funded the original contract as it was since the customer was refusing to cooperate to accommodate the needed correctionThe dealership was not dishonest nor did we try to hide anything from the customer If Ms [redacted] would like to trade out of her lease she is able to do so; as previously stated, we have attempted to assist her with that process to no availShe has been advised by both the dealership, Audi Financial and each entity she has contacted, if she chooses not to trade out of her lease, she is obligated to the Original Lease Agreement she signed on 11/25/ Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/10/25) */ As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD How is it that I was told by Audi, and have signed paperwork from 11/25/for things that are supposed to be included in the Lease Contract and are not? You have been dishonestI know it and you know itAs you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer serviceWhat I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one I am sure you would like nothing more than for me to trade in the car so you can make even more moneyWhat I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved I will continue to escalate this matter until this situation is resolved Thanks, Final Consumer Response / [redacted] (4200, 19, 2016/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD How is it that I was told by Audi, and have signed paperwork from 11/25/for things that are supposed to be included in the Lease Contract and are not? You have been dishonestI know it and you know itAs you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer serviceWhat I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one I am sure you would like nothing more than for me to trade in the car so you can make even more moneyWhat I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved I will continue to escalate this matter until this situation is resolved Thanks, [redacted] Final Business Response / [redacted] (4000, 17, 2016/11/07) */
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ Upon review of Ms [redacted] experience, we would like to clarify a few of her concernsThere was no record of her mentioning a concern with her window at the time the appointment was scheduledIn addition, when she arrived for her appointment, the Repair Order Ms [redacted] signed authorizing and acknowledging what was to be address during the visit also did not have the window concern listed so there was no indication to the technician this was an issue that needed attention during the visit Secondly, the multi-point inspection is done as a courtesy to customers so they can be advised of current and upcoming maintenance issue or repairs that may be neededThese items are either Cautioned, meaning they will need attention in the upcoming future, or Failed, meaning they need immediate attentionAs Ms [redacted] states, she was aware that she was in need of two tires, which is the only thing that failed in the inspection (and $worth of the $1800)All other items suggested were cautioned and were all time and mileage based manufacturer recommendations In regards to the hubcap pricing and damage; during the multi-point inspection the wheels are removed to check the brake pad thicknessUpon reinstallation of the wheels one of the Aftermarket hubcaps would not attach back properlyCustomer was given a price for correct factory hubcaps, which is why there was a price difference The service advisor did input the customers phone number incorrectly during check in which is why the customer was sent an email follow up rather than no follow upThe information was updated once it was discovered to be incorrect and the customer had been contacted This was Ms [redacted] first visit to our dealership and we are very sorry she did not feel as if the experience was positive overallWe take pride in being able to advise our customers their best options for keeping their vehicles in optimum performing condition as well as providing each customer with a great experience Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/06/23) */ Dear Toyota: If you "record" your customer service telephone calls, take a listen to the call I placed and the CSR representative I spoke with, and you will easily hear my request that the driver's side window be looked at This appointment was made on May 31, 2017, at 11:39AM (CST)I called the number on the flyer I received in the mail from Toyota (1-888-312-5994)The Toyota Safety Recall Division Since I live a good miles from Springfield, it made complete sense to me to have you also discover what was wrong with my window that stopped rolling up rightI thought I was being smart by having this looked at the same day! If the man who approached me as I drove up to Check-in, says that I made no mention of the window to be looked at, (a) he either has zero memory, or (b) he is lying, and perhaps could have cared less about my window problem, because he has a tight schedule with all of the daily booking appointments that transpire throughout each day As was mentioned in my Revdex.com Complaint, I joked with the Shuttle Driver that I could not wait to go to my favorite automatic car wash in Springfield, after my window is finally fixed, because, I didn't want to chance getting my car washed (with the window as it was), in case the water/soap, might get down into the driver's door So, "3" different people I spoke with had knowledge that I had talked of this window problem After calling 1-888-312-5994; I believe that I was transferred directly to your dealership, to make this appointment My phone shows that I was on the phone for nine minutesMost reputable - businesses these days, record the conversation for "quality control assurances" (and, yes, that's what I heard before speaking to the CSR person, then you will hear me telling her that I also needed my window looked during this appointment,too, and explained what it was not doing; so, I couldn't even use it lately I thought "I" (you know, the Toyota Customer), was listened to (about the Window), when I first called, but thought I'd better mention it again to the Reliable Toyota Service Advisor The SA, the man who approached my car SHOULD HAVE but did not look on the sheets on his clipboardI recall him writing something down on the front sheetI do not think he actually looked at the sheets, to see if the window problem was even thereI assumed it was as he did not say anything to me, otherwise He did not show the Work Order sheets to me (and I don't think customers need to even bother looking at it when we arrive for an appointment, or do we now?) - how could I know upon checking in, that it wasn't even on the schedule for that morning? I trusted he'd make it happen and I signed my name, where he told me to Yet, I deliberately told him about it verbally, in person, and that I was telling him (as with the CSR on the phone), because it was THAT IMPORTANT to me, to find out what was wrong with the window and get it fixed as soon as possible; at the very least, I should have been given an "estimate." Little did I know at the time that it was not looked at in or hours I was waiting I, very recently, got the window diagnosed and repaired at a non-Toyota establishmentEasily and quickly diagnosedTook less than one hour to fix I got stressed out for nothing and believe it was because of incompetency and the lack of listening to the customer, on Toyota's partPerhaps I am not considered a true customer because I don't buy the latest Toyota every two or three years, or because I normally have my car maintenance done somewhere else, not an actual Dealership I do feel that this (negative) Service experience may help others who happen to read it I am glad that customers in general have a voice through the Revdex.com (Revdex.com), and one's good or negative business experience, can help one be a "wiser" Consumer, for where to shop; who does good work; and what businesses can be trusted on a consistent basis - whatever the product is Final Business Response / [redacted] (4000, 10, 2017/06/24) */ After reading Ms [redacted] 's latest comments it is evident what happenedMs [redacted] called Toyota National in regards to her recall and spent minutes on hold with themI believe that is who she spoke with about her window and that information was never conveyed to usRegardless, I am glad she has her window issue resolved!
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ We will get the cancellations completed and notify the customer upon completion and apologize that it has not been resolved sooner
Initial Business Response /* (1000, 5, 2015/11/08) */
The window tint & 3rd brake issues have both been resolvedThe vehicle's new vehicle warranty is no longer in affect and we did not sell it or represent it with oneWe will reach out to Mr *** for further dialog
Initial Consumer
Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not disputing the warrantyThe mechanical insection we were told that was done on the vehicle prior to them putting it up for sale, is our issue, since the vehicle passed an mvi that it shouldn't have passed, the integrity of the mechamical has been tainted since there are obvious issues that should have been seenWe purchased the vehicle an older car based on their reputation and the quality of the cars we had already purchased
Final Business Response /* (4000, 14, 2015/11/19) */
We appreciate Mr& Mrs***'s businessThe window tint issue should have been caught during the state inspection and has been addressed with our shopI do not know if the 3rd brake light failed before or after the initial inspection but has been resolvedValve cover leaks or seeps are fairly common, especially on older vehicles and unless dripping, are typically left aloneThe sunroof malfunction or noise apparently occurred after the purchaseIf Mrand Mrs*** would like some assistance with repairs I would be happy to do so at our internal cost
Ms *** owns a Scion with 153,milesThe only time the vehicle has been to our shop has been in regards to having an oil consumption test and then to have the pistons replaced under warrantyToyota paid for the cost of the repair and the customer was provided a courtesy rental while the
repair was being performedHer initial visit was for the oil consumption test but it had to be redone because Ms*** failed to follow the instructions and bring the car back after to miles to have the oil checkedThe oil consumption test was performed times over a period of months before the vehicle qualified for the special service campaignWe did not damage her vehicle and therefore will not be providing anymore assistance. As far as the rim socket, I did not know what she was talking about either(I believe she is referring to her wheel lock key)The "receptionist" she is referring to is our warranty administrator and she did not have a clue as to what a "rim socket" is
Initial Business Response /* (1000, 5, 2017/02/09) */
Toyota Motor Manufacturing replaced Mr***'s frame at a cost of approximately $10,and charged him nothingThey also provided a complimentary rental vehicle to drive for the entire length of time it took to get the frame and complete
the repair at a cost of well over $6,Mr*** was the 3rd owner of the vehicle and it has over 220,well worn milesHis claim that we damaged the paint is ludicrousHe certainly could have kept his vehicle in his possession until the frame arrived but chose to leave it with usHe could have put a car cover on it, he could have waxed it but chose to do nothingThe paint on the vehicle is over years old and Mr*** is now looking to get a free paint job on top of everything else he has gotten for freeThis case is closed and not up for further discussion
Mr*** or Mr***, not sure which brought his vehicle in and was given an estimate of $16,to repair all the recommended and needed repairs to his vehicleSome of the estimates were based on worst case scenarios since we would not know exactly what was needed until certain repairs were
performedMr*** authorized $plus tax and shop supplies to work on his brakes with the understanding that there was no guarantee that this would complete or resolve the issueThe signed repair order clearly states thatMr***/*** knew that the authorized repair fixed the brake lights but did not fix the ABS system and would need additional repairsThe vehicle in question is a year old BMW and we had no prior service records or history of the vehicle so we do not know where or how it has been maintained, if at allThe next step would be a replacement of the DSC speed sensor for approx $1,and if that doesn't resolve it then the replacement of the DSC hydro-control unit which is $3,plus tax and shop suppliesWe tried to fix it the least expensive way possible but unfortunately it has notMr*** or Mr*** certainly has the ability and right to get a second or 3rd opinion
Initial Business Response /* (1000, 5, 2015/12/26) */
The customer called and requested a clutch switch, which is an electronic part and special ordered onlyThe customer was advised beforehand that electronic parts were non-returnable if opened and installedOr if returned subject to a 15%
restocking feeThe return policy is pre-written on the invoicethe customer returned the part and we charged them the restocking fee per the invoiceThe office will handle the refund less the restocking fee
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Been over a week still haven't been refundedI was never advised about a restocking fee or that it was a special order itemIf I had been told that I never would have put in a complaint and I would have been more careful about what we had orderedAgainYou obviously need the dollars that bad keep itI will never order anything from you againterrible customer service
Final Business Response /* (4000, 9, 2015/12/30) */
The words "RETURN POLICY" are underlined, in bold type and in the center of the invoiceit states, "ALL RETURNED ITEMS MUST BE RECEIVED WITHIN DAYS, BE IN THE ORIGINAL UNDAMAGED PACKAGE, AND ACCOMPANIED BY THIS INVOICETHERE WILL BE A 15% RESTOCKING CHARGE ON ALL RETURNED PARTSWE ARE NOT ALLOWED TO ACCEPT RETURNS ON ELECTRICAL OR SPECIAL ORDER ITEMSPLEASE PREPAY WHEN ORDERING SPECIAL ORDER ITEMS." We agreed to take the part back because the customer was cussing at the parts counter personand the customer is correct, the next time he should be more considerate when special ordering items
Complaint: ***
I am rejecting this response because:I paid to have me brake lite fixed and they could not do the repairall they want is more money, they don't know how to repair a bmw Z4, all I want is have my car safe to deive, with a brake lite on , dont know if is safe to drive
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2016/03/11) */
This vehicle was traded in to us in January for a brand new CamryWe wholesaled the vehicle because it was years old with 128,milesMr*** apparently bought it recently and brought it to us for an oil change on March 1st
days later he came back complaining of a coolant leakWe diagnosed it and gave him an estimate for a repairHe declined the repair and claimed we must have caused itAn oil change would not impact a coolant expansion tank and cause it to leakThe vehicle had been serviced at this dealership over the years and had a good service historyWe wholesaled it knowing that the vehicle needed some maintenance and upkeep and that older BMW series are not inexpensive to repairI will assume Mr*** knew that buying an older car means no warranty and the possibility of repairs or maintenance existsWe decline any further assistance
Initial Business Response /* (1000, 5, 2016/03/03) */
We apologize if there is/was a misunderstanding in regards to where Automate can be reappliedWe will refund *** $as requested
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Thank you for your quick response to this matterI am happy that we were able to fairly rectify this issueA check for $can be sent to me *** *** at *** ** *** *** *** *** *** AZ XXXXX
The GM met with *** today and test drove her vehicle with her and then test drove a brand new one to compareIt was determined by the customer that both drive the sameWe washed her vehicle, wrapped her old tires so they don't soil the interior and gave her a complimentary alignment to use at
her future discretion when neededI believe the issue is resolved to the customer's satisfaction
Initial Business Response /* (1000, 5, 2017/07/05) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Mr***, Our apologies on over filling the engine oil on the MatrixToyota uses that engine in many models, all of them take quarts, except
the Matrix, which takes quarts
We will refund you by check in the amount of $We will also take care of the next oil service when it is needed, if you give us that opportunity
Initial Consumer Rebuttal /* (2000, 8, 2017/07/07) */
This is acceptable
Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted]
Mr. [redacted] purchased a 10 year old van with 133,893 miles for [redacted] The vehicle was sold with a limited 3 month or 3,000 mile powertrain warranty. We spent [redacted] on the vehicle before we offered...
it for sale. Lube, oil, filter, new EGR valve, mount & balance 4 tires, new cabin filter, front brake pads & rotors, new oil dipstick and complete detail. Mr. [redacted] then complained that the catalytic converter was bad so we replaced it for an additional [redacted] as a goodwill gesture. The FTC Buyer's guide clearly states what was warranted and lists some of the major defects that may occur in used vehicles. It also states in bold letters that the vehicle can be inspected by a mechanic of the customer's choice. The [redacted] report shows 22 prior service records and a copy was shown to and signed by Mr. [redacted]. It is unfortunate that he is experiencing service issues with the van but we cannot do more than we have done.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The day I purchased the vehicle on February 9th 2015. I found that the oil was leaking and coolant leaking form the vehicle, the tire pressure sensor was on and the check engine light. I informed the salesman that night. I also had another mechanic to look at it and found those repair issue to be true as well. The catalytic converter was also bad(they fixed it). And the service record I found in the vehicle showed it had not been fixed before I bought the van it was dated 01/09/2015. So they had not did all the checks, because how do you miss leaking oil and coolant fluids? You dont! This van should not have passed the state inspection by their service department.
Final Business Response /* (4000, 9, 2015/08/05) */
We did not imply that we fix every defect on used vehicles and no amount of money will make them new again. Oil leaks, oil seepage, anti-freeze leaks from valve covers, oil pans, water pumps is not uncommon on older, high mileage cars and we do not guarantee against them. Safety inspections do not cover oil leaks unless it would cause a safety concern, such as soaking a brake pad.
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the salesman did say that they would repair the problems on the vehicle and also the manager [redacted] at that time said they would fix a few of the problems but I wanted them all repairs fixed.
Initial Business Response /* (1000, 5, 2017/03/28) */
Mr. [redacted] has been contacted and I believe all issues resolved.
Initial Consumer Rebuttal /* (2000, 8, 2017/03/30) */
I merely wanted a return phone call. I received that phone call, so I consider the matter closed.
Initial Business Response /* (1000, 5, 2016/10/04) */
As Ms. [redacted] stated; she did indeed purchase a vehicle in November 2015. The day after her purchase the dealership noticed the rebate had been incorrectly printed on the contract. In order for Audi Financial to fund her loan this needed to be...
corrected. It was explained to her that this did not change the terms of her loan and the new contract was thoroughly reviewed to ensure everything was fully disclosed. Because the customer refused to sign the new contract, the dealership (not Audi Financial) paid the customers first payment as a sign of goodwill so she would not default on her loan. We made every effort to satisfy her requests and understand that Ms. [redacted] has not been happy with her purchase of the A3 since shortly after purchasing. She has visited our dealership multiple times over the course of the last year to try and trade out of her vehicle.
Ms. [redacted] was never required to sign a new contract and Audi Financial funded the original contract as it was since the customer was refusing to cooperate to accommodate the needed correction. The dealership was not dishonest nor did we try to hide anything from the customer.
If Ms. [redacted] would like to trade out of her lease she is able to do so; as previously stated, we have attempted to assist her with that process to no avail. She has been advised by both the dealership, Audi Financial and each entity she has contacted, if she chooses not to trade out of her lease, she is obligated to the Original Lease Agreement she signed on 11/25/15.
Initial Consumer Rebuttal /* (3000, 11, 2016/10/25) */
As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD.
How is it that I was told by Audi, and have signed paperwork from 11/25/15 for things that are supposed to be included in the Lease Contract and are not?
You have been dishonest... I know it and you know it. As you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer service. What I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one.
I am sure you would like nothing more than for me to trade in the car so you can make even more money. What I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved.
I will continue to escalate this matter until this situation is resolved.
Thanks,
Final Consumer Response /* (4200, 19, 2016/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD.
How is it that I was told by Audi, and have signed paperwork from 11/25/15 for things that are supposed to be included in the Lease Contract and are not?
You have been dishonest... I know it and you know it. As you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer service. What I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one.
I am sure you would like nothing more than for me to trade in the car so you can make even more money. What I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved.
I will continue to escalate this matter until this situation is resolved.
Thanks,
[redacted]
Final Business Response /* (4000, 17, 2016/11/07) */
Initial Business Response /* (1000, 5, 2017/06/21) */
Upon review of Ms. [redacted] experience, we would like to clarify a few of her concerns. There was no record of her mentioning a concern with her window at the time the appointment was scheduled. In addition, when she arrived for her...
appointment, the Repair Order Ms. [redacted] signed authorizing and acknowledging what was to be address during the visit also did not have the window concern listed so there was no indication to the technician this was an issue that needed attention during the visit.
Secondly, the multi-point inspection is done as a courtesy to customers so they can be advised of current and upcoming maintenance issue or repairs that may be needed. These items are either Cautioned, meaning they will need attention in the upcoming future, or Failed, meaning they need immediate attention. As Ms. [redacted] states, she was aware that she was in need of two tires, which is the only thing that failed in the inspection (and $465 worth of the $1800). All other items suggested were cautioned and were all time and mileage based manufacturer recommendations.
In regards to the hubcap pricing and damage; during the multi-point inspection the wheels are removed to check the brake pad thickness. Upon reinstallation of the wheels one of the Aftermarket hubcaps would not attach back properly. Customer was given a price for correct factory hubcaps, which is why there was a price difference.
The service advisor did input the customers phone number incorrectly during check in which is why the customer was sent an email follow up rather than no follow up. The information was updated once it was discovered to be incorrect and the customer had been contacted.
This was Ms. [redacted] first visit to our dealership and we are very sorry she did not feel as if the experience was positive overall. We take pride in being able to advise our customers their best options for keeping their vehicles in optimum performing condition as well as providing each customer with a great experience.
Initial Consumer Rebuttal /* (3000, 8, 2017/06/23) */
Dear Toyota:
If you "record" your customer service telephone calls, take a listen to the call I placed and the CSR representative I spoke with, and you will easily hear my request that the driver's side window be looked at.
This appointment was made on May 31, 2017, at 11:39AM (CST). I called the number on the flyer I received in the mail from Toyota (1-888-312-5994). The Toyota Safety Recall Division.
Since I live a good 45 miles from Springfield, it made complete sense to me to have you also discover what was wrong with my window that stopped rolling up right. I thought I was being smart by having this looked at the same day!
If the man who approached me as I drove up to Check-in, says that I made no mention of the window to be looked at, (a) he either has zero memory, or (b) he is lying, and perhaps could have cared less about my window problem, because he has a tight schedule with all of the daily booking appointments that transpire throughout each day.
As was mentioned in my Revdex.com Complaint, I joked with the Shuttle Driver that I could not wait to go to my favorite automatic car wash in Springfield, after my window is finally fixed, because, I didn't want to chance getting my car washed (with the window as it was), in case the water/soap, might get down into the driver's door.
So, "3" different people I spoke with had knowledge that I had talked of this window problem.
After calling 1-888-312-5994; I believe that I was transferred directly to your dealership, to make this appointment.
My phone shows that I was on the phone for nine minutes. Most reputable - businesses these days, record the conversation for "quality control assurances" (and, yes, that's what I heard before speaking to the CSR person, then you will hear me telling her that I also needed my window looked during this appointment,too, and explained what it was not doing; so, I couldn't even use it lately.
I thought "I" (you know, the Toyota Customer), was listened to (about the Window), when I first called, but thought I'd better mention it again to the Reliable Toyota Service Advisor.
The SA, the man who approached my car SHOULD HAVE but did not look on the sheets on his clipboard. I recall him writing something down on the front sheet. I do not think he actually looked at the sheets, to see if the window problem was even there. I assumed it was as he did not say anything to me, otherwise.
He did not show the Work Order sheets to me (and I don't think customers need to even bother looking at it when we arrive for an appointment, or do we now?) - how could I know upon checking in, that it wasn't even on the schedule for that morning? I trusted he'd make it happen and I signed my name, where he told me to.
Yet, I deliberately told him about it verbally, in person, and that I was telling him (as with the CSR on the phone), because it was THAT IMPORTANT to me, to find out what was wrong with the window and get it fixed as soon as possible; at the very least, I should have been given an "estimate." Little did I know at the time that it was not looked at in 4 or 5 hours I was waiting.
I, very recently, got the window diagnosed and repaired at a non-Toyota establishment. Easily and quickly diagnosed. Took less than one hour to fix.
I got stressed out for nothing and believe it was because of incompetency and the lack of listening to the customer, on Toyota's part. Perhaps I am not considered a true customer because I don't buy the latest Toyota every two or three years, or because I normally have my car maintenance done somewhere else, not an actual Dealership.
I do feel that this (negative) Service experience may help others who happen to read it.
I am glad that customers in general have a voice through the Revdex.com (Revdex.com), and one's good or negative business experience, can help one be a "wiser" Consumer, for where to shop; who does good work; and what businesses can be trusted on a consistent basis - whatever the product is.
Final Business Response /* (4000, 10, 2017/06/24) */
After reading Ms. [redacted]'s latest comments it is evident what happened. Ms. [redacted] called Toyota National in regards to her recall and spent 9 minutes on hold with them. I believe that is who she spoke with about her window and that information was never conveyed to us. Regardless, I am glad she has her window issue resolved!
Customer's vehicle has been serviced at a multitude of locations and there is no evidence that his vehicle was damaged here. In fact, according to his national service history, the car was previously damaged and repaired elsewhere. A bent wheel from striking an object, a damaged front air dam and a...
replaced tire damaged when the wheel was bent. We have audio recordings of the customer calling our parts department back in June ordering parts for the area he claims we damaged in August. The customer has been aggressive and vulgar to my parts employees, service manager, receptionist, assistant and me and admits so in a letter he wrote. The audio recordings will verify this. We do not claim responsibility nor are we liable to repair his vehicle. If we knowingly damaged his vehicle during any service we would have readily repaired it or if we did so unknowingly and it was rather evident that we did so we certainly would have given the customer the benefit of the doubt.
Initial Business Response /* (1000, 5, 2016/01/12) */
We will get the cancellations completed and notify the customer upon completion and apologize that it has not been resolved sooner.
Initial Business Response /* (1000, 5, 2016/06/21) */
Mr. [redacted] purchased the 2007 HHR on 9/2/2015; he was offered an extended warranty along with other products as every customer that purchases a vehicle, new or used, is offered. In this case, the customer felt the extended warranty was of value...
to him and did chose to purchase.
All of our used vehicles go through a thorough inspection prior to being retailed and customers are also welcome to have any vehicle inspected by a mechanic of their choice prior to purchasing. Customers are also given a copy of the carfax and the service records of all repairs done by our dealership prior to purchasing.
On 9/17/15 the vehicle was brought to our service department stating the check engine light had come on and the customer was experiencing a noise in the front end. The bank 1 injector was replaced as well as the sway bar bushings to address the noise. There was no charge to customer for these repairs.
On 10/26/15 customer returned to service department stating there was a loud clunking noise coming from the left front strut area. After road testing the vehicle both front strut mounts were replaced; again at no cost to the customer.
These are the only two records of the vehicle being in our service center at the dealership. Both concerns were addressed promptly and at no charge to the customer. If the customer has experienced additional issues with the vehicle they were not brought to the attention of the dealership.
Dealership is willing to work with customer on trading out of the HHR if they are interested in
another vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was first brought in on September 8, 2015 for a check engine light; service was performed by a tech lic # 883.
The vehicle was brought in again on September 18, 2015 for the injector and sway bar also performed by tech lic # 883
The vehicle was then brought in on Oct 26, 2015 where strut mounts were replaced by tech lic # 883
After the picking up the vehicle on Oct 30 from having the strut mounts replaced, the service manager said that we could take the vehicle to Reliable Chevrolet since they may be able to work on the vehicle in a more timely and knowledgeable manner. The Service Manager stated it would be covered under the MPP warranty since they are the same Reliable group.
The vehicle was taken to Reliable Chevy on Dec 22, 2015 for a check engine light and clunking in front end. Another injector was replaced and both struts.
The vehicle was taken back to Reliable Chevy on January 6, 2016 for a check engine light. The Manifold Absolute Pressure Sensor (MAP) was replaced.
The vehicle was taken back to Reliable Chevy on June 4, 2016 for check engine light and loss of power. Injector was cleaned and adjusted.
The vehicle was taken back to Reliable Chevy on June 11, 2016 for check engine light. Fuel injector was again replaced along with the manifold gasket.
Due to the problematic issues with the current vehicle purchased at Reliable, I am not interested in "working" with the dealership on a trade in. I would like the dealership to purchase the vehicle back for the price paid to include the extended warranty.
Final Consumer Response /* (4200, 11, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a shame that a $4,000 extended warranty had to be purchased for me to "be taken care of" and the company misquotes the number of times they've worked on it. When the business claims to have done a "world class vehicle inspection"(on 3 documents from Reliable), this misleads the consumer into believing the vehicle was problem free. A vehicle with 78,000 miles should not have this type of issues experienced. Also there should never be a risk or should a risk be associated with a product that a reputable company sells.
Final Business Response /* (4000, 9, 2016/06/23) */
Based on the customer's own admission, we have more than stood beyond the product we sold. If Mr. [redacted] wanted a new vehicle with a new factory warranty he should have bought one. He bought a 9 year old vehicle with over 78,000 miles. Thankfully he bought an extended warranty that has covered some or most of his concerns. Mr. [redacted] has been well taken care of. It is unfortunate that he has had any issues but it is the risk with buying a pre-owned product of any sort.
Initial Business Response / [redacted] (1000, 5, 2016/10/04) */ As Ms [redacted] stated; she did indeed purchase a vehicle in November The day after her purchase the dealership noticed the rebate had been incorrectly printed on the contractIn order for Audi Financial to fund her loan this needed to be correctedIt was explained to her that this did not change the terms of her loan and the new contract was thoroughly reviewed to ensure everything was fully disclosedBecause the customer refused to sign the new contract, the dealership (not Audi Financial) paid the customers first payment as a sign of goodwill so she would not default on her loanWe made every effort to satisfy her requests and understand that Ms [redacted] has not been happy with her purchase of the Asince shortly after purchasingShe has visited our dealership multiple times over the course of the last year to try and trade out of her vehicle Ms [redacted] was never required to sign a new contract and Audi Financial funded the original contract as it was since the customer was refusing to cooperate to accommodate the needed correctionThe dealership was not dishonest nor did we try to hide anything from the customer If Ms [redacted] would like to trade out of her lease she is able to do so; as previously stated, we have attempted to assist her with that process to no availShe has been advised by both the dealership, Audi Financial and each entity she has contacted, if she chooses not to trade out of her lease, she is obligated to the Original Lease Agreement she signed on 11/25/ Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/10/25) */ As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD How is it that I was told by Audi, and have signed paperwork from 11/25/for things that are supposed to be included in the Lease Contract and are not? You have been dishonestI know it and you know itAs you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer serviceWhat I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one I am sure you would like nothing more than for me to trade in the car so you can make even more moneyWhat I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved I will continue to escalate this matter until this situation is resolved Thanks, Final Consumer Response / [redacted] (4200, 19, 2016/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD How is it that I was told by Audi, and have signed paperwork from 11/25/for things that are supposed to be included in the Lease Contract and are not? You have been dishonestI know it and you know itAs you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer serviceWhat I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one I am sure you would like nothing more than for me to trade in the car so you can make even more moneyWhat I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved I will continue to escalate this matter until this situation is resolved Thanks, [redacted] Final Business Response / [redacted] (4000, 17, 2016/11/07) */
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ Upon review of Ms [redacted] experience, we would like to clarify a few of her concernsThere was no record of her mentioning a concern with her window at the time the appointment was scheduledIn addition, when she arrived for her appointment, the Repair Order Ms [redacted] signed authorizing and acknowledging what was to be address during the visit also did not have the window concern listed so there was no indication to the technician this was an issue that needed attention during the visit Secondly, the multi-point inspection is done as a courtesy to customers so they can be advised of current and upcoming maintenance issue or repairs that may be neededThese items are either Cautioned, meaning they will need attention in the upcoming future, or Failed, meaning they need immediate attentionAs Ms [redacted] states, she was aware that she was in need of two tires, which is the only thing that failed in the inspection (and $worth of the $1800)All other items suggested were cautioned and were all time and mileage based manufacturer recommendations In regards to the hubcap pricing and damage; during the multi-point inspection the wheels are removed to check the brake pad thicknessUpon reinstallation of the wheels one of the Aftermarket hubcaps would not attach back properlyCustomer was given a price for correct factory hubcaps, which is why there was a price difference The service advisor did input the customers phone number incorrectly during check in which is why the customer was sent an email follow up rather than no follow upThe information was updated once it was discovered to be incorrect and the customer had been contacted This was Ms [redacted] first visit to our dealership and we are very sorry she did not feel as if the experience was positive overallWe take pride in being able to advise our customers their best options for keeping their vehicles in optimum performing condition as well as providing each customer with a great experience Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/06/23) */ Dear Toyota: If you "record" your customer service telephone calls, take a listen to the call I placed and the CSR representative I spoke with, and you will easily hear my request that the driver's side window be looked at This appointment was made on May 31, 2017, at 11:39AM (CST)I called the number on the flyer I received in the mail from Toyota (1-888-312-5994)The Toyota Safety Recall Division Since I live a good miles from Springfield, it made complete sense to me to have you also discover what was wrong with my window that stopped rolling up rightI thought I was being smart by having this looked at the same day! If the man who approached me as I drove up to Check-in, says that I made no mention of the window to be looked at, (a) he either has zero memory, or (b) he is lying, and perhaps could have cared less about my window problem, because he has a tight schedule with all of the daily booking appointments that transpire throughout each day As was mentioned in my Revdex.com Complaint, I joked with the Shuttle Driver that I could not wait to go to my favorite automatic car wash in Springfield, after my window is finally fixed, because, I didn't want to chance getting my car washed (with the window as it was), in case the water/soap, might get down into the driver's door So, "3" different people I spoke with had knowledge that I had talked of this window problem After calling 1-888-312-5994; I believe that I was transferred directly to your dealership, to make this appointment My phone shows that I was on the phone for nine minutesMost reputable - businesses these days, record the conversation for "quality control assurances" (and, yes, that's what I heard before speaking to the CSR person, then you will hear me telling her that I also needed my window looked during this appointment,too, and explained what it was not doing; so, I couldn't even use it lately I thought "I" (you know, the Toyota Customer), was listened to (about the Window), when I first called, but thought I'd better mention it again to the Reliable Toyota Service Advisor The SA, the man who approached my car SHOULD HAVE but did not look on the sheets on his clipboardI recall him writing something down on the front sheetI do not think he actually looked at the sheets, to see if the window problem was even thereI assumed it was as he did not say anything to me, otherwise He did not show the Work Order sheets to me (and I don't think customers need to even bother looking at it when we arrive for an appointment, or do we now?) - how could I know upon checking in, that it wasn't even on the schedule for that morning? I trusted he'd make it happen and I signed my name, where he told me to Yet, I deliberately told him about it verbally, in person, and that I was telling him (as with the CSR on the phone), because it was THAT IMPORTANT to me, to find out what was wrong with the window and get it fixed as soon as possible; at the very least, I should have been given an "estimate." Little did I know at the time that it was not looked at in or hours I was waiting I, very recently, got the window diagnosed and repaired at a non-Toyota establishmentEasily and quickly diagnosedTook less than one hour to fix I got stressed out for nothing and believe it was because of incompetency and the lack of listening to the customer, on Toyota's partPerhaps I am not considered a true customer because I don't buy the latest Toyota every two or three years, or because I normally have my car maintenance done somewhere else, not an actual Dealership I do feel that this (negative) Service experience may help others who happen to read it I am glad that customers in general have a voice through the Revdex.com (Revdex.com), and one's good or negative business experience, can help one be a "wiser" Consumer, for where to shop; who does good work; and what businesses can be trusted on a consistent basis - whatever the product is Final Business Response / [redacted] (4000, 10, 2017/06/24) */ After reading Ms [redacted] 's latest comments it is evident what happenedMs [redacted] called Toyota National in regards to her recall and spent minutes on hold with themI believe that is who she spoke with about her window and that information was never conveyed to usRegardless, I am glad she has her window issue resolved!
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ We will get the cancellations completed and notify the customer upon completion and apologize that it has not been resolved sooner
Initial Business Response /* (1000, 5, 2015/11/08) */
The window tint & 3rd brake issues have both been resolvedThe vehicle's new vehicle warranty is no longer in affect and we did not sell it or represent it with oneWe will reach out to Mr *** for further dialog
Initial Consumer
Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not disputing the warrantyThe mechanical insection we were told that was done on the vehicle prior to them putting it up for sale, is our issue, since the vehicle passed an mvi that it shouldn't have passed, the integrity of the mechamical has been tainted since there are obvious issues that should have been seenWe purchased the vehicle an older car based on their reputation and the quality of the cars we had already purchased
Final Business Response /* (4000, 14, 2015/11/19) */
We appreciate Mr& Mrs***'s businessThe window tint issue should have been caught during the state inspection and has been addressed with our shopI do not know if the 3rd brake light failed before or after the initial inspection but has been resolvedValve cover leaks or seeps are fairly common, especially on older vehicles and unless dripping, are typically left aloneThe sunroof malfunction or noise apparently occurred after the purchaseIf Mrand Mrs*** would like some assistance with repairs I would be happy to do so at our internal cost
Ms *** owns a Scion with 153,milesThe only time the vehicle has been to our shop has been in regards to having an oil consumption test and then to have the pistons replaced under warrantyToyota paid for the cost of the repair and the customer was provided a courtesy rental while the
repair was being performedHer initial visit was for the oil consumption test but it had to be redone because Ms*** failed to follow the instructions and bring the car back after to miles to have the oil checkedThe oil consumption test was performed times over a period of months before the vehicle qualified for the special service campaignWe did not damage her vehicle and therefore will not be providing anymore assistance. As far as the rim socket, I did not know what she was talking about either(I believe she is referring to her wheel lock key)The "receptionist" she is referring to is our warranty administrator and she did not have a clue as to what a "rim socket" is
Initial Business Response /* (1000, 5, 2017/02/09) */
Toyota Motor Manufacturing replaced Mr***'s frame at a cost of approximately $10,and charged him nothingThey also provided a complimentary rental vehicle to drive for the entire length of time it took to get the frame and complete
the repair at a cost of well over $6,Mr*** was the 3rd owner of the vehicle and it has over 220,well worn milesHis claim that we damaged the paint is ludicrousHe certainly could have kept his vehicle in his possession until the frame arrived but chose to leave it with usHe could have put a car cover on it, he could have waxed it but chose to do nothingThe paint on the vehicle is over years old and Mr*** is now looking to get a free paint job on top of everything else he has gotten for freeThis case is closed and not up for further discussion
Mr*** or Mr***, not sure which brought his vehicle in and was given an estimate of $16,to repair all the recommended and needed repairs to his vehicleSome of the estimates were based on worst case scenarios since we would not know exactly what was needed until certain repairs were
performedMr*** authorized $plus tax and shop supplies to work on his brakes with the understanding that there was no guarantee that this would complete or resolve the issueThe signed repair order clearly states thatMr***/*** knew that the authorized repair fixed the brake lights but did not fix the ABS system and would need additional repairsThe vehicle in question is a year old BMW and we had no prior service records or history of the vehicle so we do not know where or how it has been maintained, if at allThe next step would be a replacement of the DSC speed sensor for approx $1,and if that doesn't resolve it then the replacement of the DSC hydro-control unit which is $3,plus tax and shop suppliesWe tried to fix it the least expensive way possible but unfortunately it has notMr*** or Mr*** certainly has the ability and right to get a second or 3rd opinion
Initial Business Response /* (1000, 5, 2015/12/26) */
The customer called and requested a clutch switch, which is an electronic part and special ordered onlyThe customer was advised beforehand that electronic parts were non-returnable if opened and installedOr if returned subject to a 15%
restocking feeThe return policy is pre-written on the invoicethe customer returned the part and we charged them the restocking fee per the invoiceThe office will handle the refund less the restocking fee
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Been over a week still haven't been refundedI was never advised about a restocking fee or that it was a special order itemIf I had been told that I never would have put in a complaint and I would have been more careful about what we had orderedAgainYou obviously need the dollars that bad keep itI will never order anything from you againterrible customer service
Final Business Response /* (4000, 9, 2015/12/30) */
The words "RETURN POLICY" are underlined, in bold type and in the center of the invoiceit states, "ALL RETURNED ITEMS MUST BE RECEIVED WITHIN DAYS, BE IN THE ORIGINAL UNDAMAGED PACKAGE, AND ACCOMPANIED BY THIS INVOICETHERE WILL BE A 15% RESTOCKING CHARGE ON ALL RETURNED PARTSWE ARE NOT ALLOWED TO ACCEPT RETURNS ON ELECTRICAL OR SPECIAL ORDER ITEMSPLEASE PREPAY WHEN ORDERING SPECIAL ORDER ITEMS." We agreed to take the part back because the customer was cussing at the parts counter personand the customer is correct, the next time he should be more considerate when special ordering items
Complaint: ***
I am rejecting this response because:I paid to have me brake lite fixed and they could not do the repairall they want is more money, they don't know how to repair a bmw Z4, all I want is have my car safe to deive, with a brake lite on , dont know if is safe to drive
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2016/03/11) */
This vehicle was traded in to us in January for a brand new CamryWe wholesaled the vehicle because it was years old with 128,milesMr*** apparently bought it recently and brought it to us for an oil change on March 1st
days later he came back complaining of a coolant leakWe diagnosed it and gave him an estimate for a repairHe declined the repair and claimed we must have caused itAn oil change would not impact a coolant expansion tank and cause it to leakThe vehicle had been serviced at this dealership over the years and had a good service historyWe wholesaled it knowing that the vehicle needed some maintenance and upkeep and that older BMW series are not inexpensive to repairI will assume Mr*** knew that buying an older car means no warranty and the possibility of repairs or maintenance existsWe decline any further assistance
Initial Business Response /* (1000, 5, 2016/03/03) */
We apologize if there is/was a misunderstanding in regards to where Automate can be reappliedWe will refund *** $as requested
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Thank you for your quick response to this matterI am happy that we were able to fairly rectify this issueA check for $can be sent to me *** *** at *** ** *** *** *** *** *** AZ XXXXX
The GM met with *** today and test drove her vehicle with her and then test drove a brand new one to compareIt was determined by the customer that both drive the sameWe washed her vehicle, wrapped her old tires so they don't soil the interior and gave her a complimentary alignment to use at
her future discretion when neededI believe the issue is resolved to the customer's satisfaction
Initial Business Response /* (1000, 5, 2017/07/05) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
Mr***, Our apologies on over filling the engine oil on the MatrixToyota uses that engine in many models, all of them take quarts, except
the Matrix, which takes quarts
We will refund you by check in the amount of $We will also take care of the next oil service when it is needed, if you give us that opportunity
Initial Consumer Rebuttal /* (2000, 8, 2017/07/07) */
This is acceptable
Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted]
Mr. [redacted] purchased a 10 year old van with 133,893 miles for [redacted] The vehicle was sold with a limited 3 month or 3,000 mile powertrain warranty. We spent [redacted] on the vehicle before we offered...
it for sale. Lube, oil, filter, new EGR valve, mount & balance 4 tires, new cabin filter, front brake pads & rotors, new oil dipstick and complete detail. Mr. [redacted] then complained that the catalytic converter was bad so we replaced it for an additional [redacted] as a goodwill gesture. The FTC Buyer's guide clearly states what was warranted and lists some of the major defects that may occur in used vehicles. It also states in bold letters that the vehicle can be inspected by a mechanic of the customer's choice. The [redacted] report shows 22 prior service records and a copy was shown to and signed by Mr. [redacted]. It is unfortunate that he is experiencing service issues with the van but we cannot do more than we have done.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The day I purchased the vehicle on February 9th 2015. I found that the oil was leaking and coolant leaking form the vehicle, the tire pressure sensor was on and the check engine light. I informed the salesman that night. I also had another mechanic to look at it and found those repair issue to be true as well. The catalytic converter was also bad(they fixed it). And the service record I found in the vehicle showed it had not been fixed before I bought the van it was dated 01/09/2015. So they had not did all the checks, because how do you miss leaking oil and coolant fluids? You dont! This van should not have passed the state inspection by their service department.
Final Business Response /* (4000, 9, 2015/08/05) */
We did not imply that we fix every defect on used vehicles and no amount of money will make them new again. Oil leaks, oil seepage, anti-freeze leaks from valve covers, oil pans, water pumps is not uncommon on older, high mileage cars and we do not guarantee against them. Safety inspections do not cover oil leaks unless it would cause a safety concern, such as soaking a brake pad.
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes the salesman did say that they would repair the problems on the vehicle and also the manager [redacted] at that time said they would fix a few of the problems but I wanted them all repairs fixed.
Initial Business Response /* (1000, 5, 2017/03/28) */
Mr. [redacted] has been contacted and I believe all issues resolved.
Initial Consumer Rebuttal /* (2000, 8, 2017/03/30) */
I merely wanted a return phone call. I received that phone call, so I consider the matter closed.
Initial Business Response /* (1000, 5, 2016/10/04) */
As Ms. [redacted] stated; she did indeed purchase a vehicle in November 2015. The day after her purchase the dealership noticed the rebate had been incorrectly printed on the contract. In order for Audi Financial to fund her loan this needed to be...
corrected. It was explained to her that this did not change the terms of her loan and the new contract was thoroughly reviewed to ensure everything was fully disclosed. Because the customer refused to sign the new contract, the dealership (not Audi Financial) paid the customers first payment as a sign of goodwill so she would not default on her loan. We made every effort to satisfy her requests and understand that Ms. [redacted] has not been happy with her purchase of the A3 since shortly after purchasing. She has visited our dealership multiple times over the course of the last year to try and trade out of her vehicle.
Ms. [redacted] was never required to sign a new contract and Audi Financial funded the original contract as it was since the customer was refusing to cooperate to accommodate the needed correction. The dealership was not dishonest nor did we try to hide anything from the customer.
If Ms. [redacted] would like to trade out of her lease she is able to do so; as previously stated, we have attempted to assist her with that process to no avail. She has been advised by both the dealership, Audi Financial and each entity she has contacted, if she chooses not to trade out of her lease, she is obligated to the Original Lease Agreement she signed on 11/25/15.
Initial Consumer Rebuttal /* (3000, 11, 2016/10/25) */
As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD.
How is it that I was told by Audi, and have signed paperwork from 11/25/15 for things that are supposed to be included in the Lease Contract and are not?
You have been dishonest... I know it and you know it. As you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer service. What I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one.
I am sure you would like nothing more than for me to trade in the car so you can make even more money. What I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved.
I will continue to escalate this matter until this situation is resolved.
Thanks,
Final Consumer Response /* (4200, 19, 2016/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my initial complaint with Audi, at Reliable Toyota Lexus BMW Audi Scion: What I agreed to and signed for on the Lease Contract dated of 11/25/15, is not the same as what is actually on the contract, and has been verified over the phone by VW Credit Leasing LTD.
How is it that I was told by Audi, and have signed paperwork from 11/25/15 for things that are supposed to be included in the Lease Contract and are not?
You have been dishonest... I know it and you know it. As you stated in your response, I am unhappy with the car, your lack of professionalism and undoubtedly poor customer service. What I find disheartening is the fact that you know as well as I do, this contract was a problem from the beginning because Audi was trying to get me to sign a new contract after I had already signed one.
I am sure you would like nothing more than for me to trade in the car so you can make even more money. What I would like for you to do is provide "Great Customer Service" and ask how we can resolve this to take a bad situation and make it better for all involved.
I will continue to escalate this matter until this situation is resolved.
Thanks,
[redacted]
Final Business Response /* (4000, 17, 2016/11/07) */
Initial Business Response /* (1000, 5, 2017/06/21) */
Upon review of Ms. [redacted] experience, we would like to clarify a few of her concerns. There was no record of her mentioning a concern with her window at the time the appointment was scheduled. In addition, when she arrived for her...
appointment, the Repair Order Ms. [redacted] signed authorizing and acknowledging what was to be address during the visit also did not have the window concern listed so there was no indication to the technician this was an issue that needed attention during the visit.
Secondly, the multi-point inspection is done as a courtesy to customers so they can be advised of current and upcoming maintenance issue or repairs that may be needed. These items are either Cautioned, meaning they will need attention in the upcoming future, or Failed, meaning they need immediate attention. As Ms. [redacted] states, she was aware that she was in need of two tires, which is the only thing that failed in the inspection (and $465 worth of the $1800). All other items suggested were cautioned and were all time and mileage based manufacturer recommendations.
In regards to the hubcap pricing and damage; during the multi-point inspection the wheels are removed to check the brake pad thickness. Upon reinstallation of the wheels one of the Aftermarket hubcaps would not attach back properly. Customer was given a price for correct factory hubcaps, which is why there was a price difference.
The service advisor did input the customers phone number incorrectly during check in which is why the customer was sent an email follow up rather than no follow up. The information was updated once it was discovered to be incorrect and the customer had been contacted.
This was Ms. [redacted] first visit to our dealership and we are very sorry she did not feel as if the experience was positive overall. We take pride in being able to advise our customers their best options for keeping their vehicles in optimum performing condition as well as providing each customer with a great experience.
Initial Consumer Rebuttal /* (3000, 8, 2017/06/23) */
Dear Toyota:
If you "record" your customer service telephone calls, take a listen to the call I placed and the CSR representative I spoke with, and you will easily hear my request that the driver's side window be looked at.
This appointment was made on May 31, 2017, at 11:39AM (CST). I called the number on the flyer I received in the mail from Toyota (1-888-312-5994). The Toyota Safety Recall Division.
Since I live a good 45 miles from Springfield, it made complete sense to me to have you also discover what was wrong with my window that stopped rolling up right. I thought I was being smart by having this looked at the same day!
If the man who approached me as I drove up to Check-in, says that I made no mention of the window to be looked at, (a) he either has zero memory, or (b) he is lying, and perhaps could have cared less about my window problem, because he has a tight schedule with all of the daily booking appointments that transpire throughout each day.
As was mentioned in my Revdex.com Complaint, I joked with the Shuttle Driver that I could not wait to go to my favorite automatic car wash in Springfield, after my window is finally fixed, because, I didn't want to chance getting my car washed (with the window as it was), in case the water/soap, might get down into the driver's door.
So, "3" different people I spoke with had knowledge that I had talked of this window problem.
After calling 1-888-312-5994; I believe that I was transferred directly to your dealership, to make this appointment.
My phone shows that I was on the phone for nine minutes. Most reputable - businesses these days, record the conversation for "quality control assurances" (and, yes, that's what I heard before speaking to the CSR person, then you will hear me telling her that I also needed my window looked during this appointment,too, and explained what it was not doing; so, I couldn't even use it lately.
I thought "I" (you know, the Toyota Customer), was listened to (about the Window), when I first called, but thought I'd better mention it again to the Reliable Toyota Service Advisor.
The SA, the man who approached my car SHOULD HAVE but did not look on the sheets on his clipboard. I recall him writing something down on the front sheet. I do not think he actually looked at the sheets, to see if the window problem was even there. I assumed it was as he did not say anything to me, otherwise.
He did not show the Work Order sheets to me (and I don't think customers need to even bother looking at it when we arrive for an appointment, or do we now?) - how could I know upon checking in, that it wasn't even on the schedule for that morning? I trusted he'd make it happen and I signed my name, where he told me to.
Yet, I deliberately told him about it verbally, in person, and that I was telling him (as with the CSR on the phone), because it was THAT IMPORTANT to me, to find out what was wrong with the window and get it fixed as soon as possible; at the very least, I should have been given an "estimate." Little did I know at the time that it was not looked at in 4 or 5 hours I was waiting.
I, very recently, got the window diagnosed and repaired at a non-Toyota establishment. Easily and quickly diagnosed. Took less than one hour to fix.
I got stressed out for nothing and believe it was because of incompetency and the lack of listening to the customer, on Toyota's part. Perhaps I am not considered a true customer because I don't buy the latest Toyota every two or three years, or because I normally have my car maintenance done somewhere else, not an actual Dealership.
I do feel that this (negative) Service experience may help others who happen to read it.
I am glad that customers in general have a voice through the Revdex.com (Revdex.com), and one's good or negative business experience, can help one be a "wiser" Consumer, for where to shop; who does good work; and what businesses can be trusted on a consistent basis - whatever the product is.
Final Business Response /* (4000, 10, 2017/06/24) */
After reading Ms. [redacted]'s latest comments it is evident what happened. Ms. [redacted] called Toyota National in regards to her recall and spent 9 minutes on hold with them. I believe that is who she spoke with about her window and that information was never conveyed to us. Regardless, I am glad she has her window issue resolved!
Customer's vehicle has been serviced at a multitude of locations and there is no evidence that his vehicle was damaged here. In fact, according to his national service history, the car was previously damaged and repaired elsewhere. A bent wheel from striking an object, a damaged front air dam and a...
replaced tire damaged when the wheel was bent. We have audio recordings of the customer calling our parts department back in June ordering parts for the area he claims we damaged in August. The customer has been aggressive and vulgar to my parts employees, service manager, receptionist, assistant and me and admits so in a letter he wrote. The audio recordings will verify this. We do not claim responsibility nor are we liable to repair his vehicle. If we knowingly damaged his vehicle during any service we would have readily repaired it or if we did so unknowingly and it was rather evident that we did so we certainly would have given the customer the benefit of the doubt.
Initial Business Response /* (1000, 5, 2016/01/12) */
We will get the cancellations completed and notify the customer upon completion and apologize that it has not been resolved sooner.
Initial Business Response /* (1000, 5, 2016/06/21) */
Mr. [redacted] purchased the 2007 HHR on 9/2/2015; he was offered an extended warranty along with other products as every customer that purchases a vehicle, new or used, is offered. In this case, the customer felt the extended warranty was of value...
to him and did chose to purchase.
All of our used vehicles go through a thorough inspection prior to being retailed and customers are also welcome to have any vehicle inspected by a mechanic of their choice prior to purchasing. Customers are also given a copy of the carfax and the service records of all repairs done by our dealership prior to purchasing.
On 9/17/15 the vehicle was brought to our service department stating the check engine light had come on and the customer was experiencing a noise in the front end. The bank 1 injector was replaced as well as the sway bar bushings to address the noise. There was no charge to customer for these repairs.
On 10/26/15 customer returned to service department stating there was a loud clunking noise coming from the left front strut area. After road testing the vehicle both front strut mounts were replaced; again at no cost to the customer.
These are the only two records of the vehicle being in our service center at the dealership. Both concerns were addressed promptly and at no charge to the customer. If the customer has experienced additional issues with the vehicle they were not brought to the attention of the dealership.
Dealership is willing to work with customer on trading out of the HHR if they are interested in
another vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle was first brought in on September 8, 2015 for a check engine light; service was performed by a tech lic # 883.
The vehicle was brought in again on September 18, 2015 for the injector and sway bar also performed by tech lic # 883
The vehicle was then brought in on Oct 26, 2015 where strut mounts were replaced by tech lic # 883
After the picking up the vehicle on Oct 30 from having the strut mounts replaced, the service manager said that we could take the vehicle to Reliable Chevrolet since they may be able to work on the vehicle in a more timely and knowledgeable manner. The Service Manager stated it would be covered under the MPP warranty since they are the same Reliable group.
The vehicle was taken to Reliable Chevy on Dec 22, 2015 for a check engine light and clunking in front end. Another injector was replaced and both struts.
The vehicle was taken back to Reliable Chevy on January 6, 2016 for a check engine light. The Manifold Absolute Pressure Sensor (MAP) was replaced.
The vehicle was taken back to Reliable Chevy on June 4, 2016 for check engine light and loss of power. Injector was cleaned and adjusted.
The vehicle was taken back to Reliable Chevy on June 11, 2016 for check engine light. Fuel injector was again replaced along with the manifold gasket.
Due to the problematic issues with the current vehicle purchased at Reliable, I am not interested in "working" with the dealership on a trade in. I would like the dealership to purchase the vehicle back for the price paid to include the extended warranty.
Final Consumer Response /* (4200, 11, 2016/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a shame that a $4,000 extended warranty had to be purchased for me to "be taken care of" and the company misquotes the number of times they've worked on it. When the business claims to have done a "world class vehicle inspection"(on 3 documents from Reliable), this misleads the consumer into believing the vehicle was problem free. A vehicle with 78,000 miles should not have this type of issues experienced. Also there should never be a risk or should a risk be associated with a product that a reputable company sells.
Final Business Response /* (4000, 9, 2016/06/23) */
Based on the customer's own admission, we have more than stood beyond the product we sold. If Mr. [redacted] wanted a new vehicle with a new factory warranty he should have bought one. He bought a 9 year old vehicle with over 78,000 miles. Thankfully he bought an extended warranty that has covered some or most of his concerns. Mr. [redacted] has been well taken care of. It is unfortunate that he has had any issues but it is the risk with buying a pre-owned product of any sort.