Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Contact Name and Title: Kathy [redacted] CRM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @evanstoyota.com Evans Toyota apologized for any confusion the customer may have regarding the design of the Toyota braking systemAs the customer stated, he did bring his vehicle to Evans service department on 4/29/concerned with the clicking sound make when applying the brakes in reverseAs explained to the customer this sound is a sound that occurs when the brake pads shift from a forward position to the reverseThis is an engineering design which aids in the longevity of the brakes pads due to excessive brake dust knocking off during the shift This is not a defect in the vehicle - it is characteristic of the vehicle OFFER: Evans Toyota would be more than happy to arrange a meeting with the customer and the District Parts and Service Manager from our Chicago regionThe customer would need to contact our dealership, Evans Toyota, and request to have the District representative inspect his vehicle on the representatives next visitThe customer can ask for either the Service Manager Dave, Parts and Service Director Lenny or Customer Relations Manager Kathy This will assure the noise that the customer is hearing is a characteristic of the vehicle and not a defect Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dave from service dept already verified when I took my car to him in june and told me that in order to fix the problem toyota has to redesign the brake system Final Consumer Response / [redacted] (4200, 11, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service dept from evans already inspected twice Final Business Response / [redacted] (4030, 15, 2015/11/30) */ The customer did meet with the Parts and Service Representative from the Chicago Region who explained that the click sound that he hears is a sound similar to the click sound the blinker makes when turned onThey drove in both the customers vehicle and another new Camry off the lot and the same click sound is present as it is designed to beIf at any point the customer would like to trade his vehicle in and purchase another one, Evans Toyota would be more than happy to assist him
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Contact Name and Title: Kathy [redacted] CRM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @evanstoyota.com Ms [redacted] returned her van rental after hours on August 8th, when the vehicle was inspected on the 9th, damage was found on the right outer mirror assemblyThe rental assistance left messages with her on the damages that was found and informed her that she is responsible for any damages that has occurred to the vehicle she rented, as per agreementMs [redacted] signed a legal document that stated she is responsible for any and all damages that is not noted on the checkout form and is found during the check in inspectionThe damage to the mirror was not present at the time she took possession of the vehicle and was there when the vehicle was returned Evans Toyota makes any and all repairs to all their vehicles quickly, efficiently and as cost effective as possibleUnfortunately, Evans Toyota cannot wait several days for a rental customer to phone back and request a picture of the mirror on the vehicleAt the time Ms [redacted] returned the phone message, the mirror had already been removed and the replacement mirror orderedIn this case, not only was the mirror cracked but the motor inside that allows it to move was damagedMs [redacted] was aware the mirror was cracked, unfortunately because the motor was broken; the repair required the entire assembly, not just the mirrorThe Parts and Service Director has left several messages for Ms [redacted] to stop in the dealership and inspect the mirrorUnfortunately, the mirror was not able to be left damaged on the vehicle due to other renters needing the vehicle Attached are the documents Ms [redacted] has request and has already received copies ofThe repair order XXXXXX, dated 8/13/is the repair document reflecting the charges occurred to replace the mirror assemblyThe rental agreement [redacted] dated 8/8/shows her signature authorizing Evans Toyota to process charges on her credit card, along with her balance paid OFFER: Evans Toyota has already discounted the labor time required for the repair out of customer satisfaction Evans Toyota will continue to hold the mirror for Ms [redacted] to inspect for more daysShe can contact either the Rental manager or the Parts and Service director who can arrange the time for her to inspect the mirror Evans Toyota will provide her with any information needed for her to file a claim through her auto insurance If she would like to provide Evans Toyota with an alternate method of payment, we can credit her card back after the funds have cleared Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are stating that I did not contact them for several days I tried calling the first day and did talk to someone the next day and asked for a picture of the damaged mirror You would think that would be protocol to provide evidence of damages The repair sheet doesn't even say replaced damaged mirror it says customer asked to have mirror replaced The paperwork I received did not have damages marked or gave a description of the damages A cracked mirror also damaged the motor I don't believe that My original bill dated 8/8/had charges of $then I get a bill mailed to me dated 8/8/with additional charges for a total of $minus the $No I did not want to see just a damaged mirror that was not on the van Final Business Response / [redacted] (4000, 10, 2015/09/03) */ Contact Name and Title: Kathy [redacted] CRM Ms [redacted] choose to drop the rental vehicle off after hoursTypically rental customers return the vehicle during business hours at which time the vehicle is inspected by both the customer and an employeeSince the vehicle was dropped off after hours, the contract states that she is responsible for any and all damages found on the vehicle until the vehicle has been checked in by an employeeDamage was found on the passenger side mirror at which time she was contacted and informed about the damage that was foundOnce the vehicle was taken into the shop, the repair required the replacement of the entire mirrorOut of customer satisfaction Evans Toyota discounts the labor rate to help hold down the costMs [redacted] has already filed and been sent a refund check from her auto insurance company regarding this repair and she is currently disputing her credit card chargesThe vehicle was damaged during the rental period that Ms [redacted] had the vehicleShe is responsible for the repairs to the vehicle and has received reimbursement for the damages done on the vehicle from her insurance company and continues to dispute the credit card charges OFFER: Evans Toyota will refund her credit card once she drops off the payment she has received for reimbursement from her auto insurance to cover the damaged passenger side mirror
Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] CRM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @evanstoyota.com Evans Toyota apologizes to Mr [redacted] that he longer feels the repair done on May 2, was neededMr [redacted] was experiencing several different concerns with his brakes when he brought his vehicle to Evans Toyota service departmentOn May 8th, during a conversation with the Parts and Service Director, Mr [redacted] agreed that the repairs Mr [redacted] authorized on May 2cd were needed and completed properly, however he was still hearing a squeaking noise while driving between buildings in the downtown areaThe Parts and Service Manager agreed with Mr [redacted] that since one of the concerns was a squeaking noise and Mr [redacted] was still hearing the squeak, Evans Toyota would perform additional diagnostics on his vehicle along with placing Mr [redacted] in a rental for the day in an attempt to duplicate the noiseThe technician did duplicate the noise which required an additional repair of $Evans Toyota covered the expense of this repair due to fact Mr [redacted] felt Evans Toyota did not address all his concerns Mr [redacted] is now asking for a refund for all the work performed on May 2, at Evans ToyotaEvans Toyota, out of goodwill and customer satisfaction will refund Mr [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not neededThe labor charge associated with this job was $which included replacing the rear axle seal and rear brake jobMr [redacted] 's coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr [redacted] is requestingThe cost of the repair done on May 8th totaled $(repair plus rental charges), leaving a balance of $Mr [redacted] will have a service credit in the amount of $for future service repairs I have email you a copy of the repair bill from the May 2, repairPlease let me know if you require any additional information OFFER: Evans Toyota, out of goodwill and customer satisfaction will refund Mr [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not neededThe labor charge associated with this job was $which included replacing the rear axle seal and rear brake jobMr [redacted] 's coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr [redacted] is requestingThe cost of the repair done on May 8th totaled $(repair plus rental charges), leaving a balance of $Mr [redacted] will have a service credit in the amount of $for future service repairs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) After days of debating, Evans Toyota paid a small portion of a refund
Initial Business Response /* (1000, 5, 2016/07/29) */
After reviewing the customer's documents, it clearly states, the customer agreed to the both the payments and terms of their purchaseThe loan document states the payment is a few dollars less than the amount agreed toThe length of the loan
was the same term that was agreed to by both Evans Toyota and the customerThe customer received a very good price on the vehicle they selected, along with a few dollars less a month than they agreed to, along with the same length that was agreed uponEvans Toyota exceeded the customer's expectation on the purchase price of the vehicle
The customers negotiated price that was agreed to did not include the cost of the safely brakeOut of customer satisfaction for the customer the Sales Manager agreed to leave the safely brake on the vehicle instead of occurring additional cost in the removal of the aftermarket itemThe customer agreed
Evans Toyota also fulfilled their obligation to the customer by issuing the customer a check for their two remaining lease paymentsThe customer is responsible for making those payments to the leasing companyThe customer was made aware of this and clearly states that in their original complaint
The additional *** that the customer refers to was added to the customer loan based on a signed legal document that the customer agreed to and purchased additionally in the finance departmentThis document was signed by the customer and clearly disclosed both what the product is and the cost of the productEvans Toyota continued to exceed the customer's expectation of payment by keeping their budget in mind and their payment less than what was agreed toAs explained to the customer when they came back into the dealership, this can be cancelled at the customer's requestHowever at that time the customer choose again to keep the Tires and Wheels protection planIf now, they are choosing to cancel the protection plan, they simply can notify the dealership either in writing or a phone call to the Customer Relations Manager, who will then mail out the cancellation form to the customerThe customer will need to sign and date the cancellation form and return it to the dealership for the cancellationSince the *** was financed into the loan, the *** will be sent to the loan company
Evans Toyota cannot continue to negotiate the price of the vehicle with the customerEvans Toyota has agreed to issue the customer a check for *** plus tax, two oil change coupons (which the customer already has received) , *** plus tax which will be credited back to the loan once the cancellation documents have been turned into Evans for the Tire and Wheels protectionThe customer is responsible to pay the remaining lease payments owed on their previous lease which Evans Toyota has already reimbursed the customer for
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although their words are pretty "Evans Toyota exceeded the customer's expectation on the purchase price of the vehicle" and "Evans Toyota continued to exceed the customer's expectation of payment" they are completely *** false! They must be completely confused as to why they are responding to a formal complaint with the Revdex.com if we are so pleased with their business practices
First, the safety brake that was *** and to be refunded to us at *** + tax has yet to find it's way to our mailboxNotice in their response they agreed to issue a check for *** + tax, two oil changes (which the customer already has received)So where exactly is the check? I would like that answered
Second, their obligation was not "to the customer" by issuing the customer a check for two remaining lease payments but, their obligation was to pay Toyota Financial for the balance of the leaseSomehow, they were not able to find the VIN number so, in error, according to the lady who called asking for the check back, decided to exceed our expectation again and just send us the check and let us deal with their obligation!
And thirdly, yes, we will accept the offer to cancel the Tire and Wheel Protection that was offered through this response to the Revdex.comI left a message with the Customer Relations Manager *** to mail the papers on August 2ndHopefully, their exceedingly superior service will show up sooner than the check for *** + tax
In closing, put any spin on your sales practices you would likeBecause we know what happened and so does Evans ToyotaThe Tire and Wheel Protection WAS added to our financing well BEFORE we were even in your financing departmentBIG lesson learned on my part not to ever give a monthly dollar amount assuming to get to that dollar the price is being lowered because at Evans Toyota they WILL get to that amount even if it means adding on whatever THEY choose and adding more months to your financingNot my idea of exceeding at anything other than dishonesty!!!!
We will consider this matter closed when we receive the check for the safety brake they "accidentally" charged us for, and the check for *** + tax is received by the bank we financed with
Final Business Response /* (4000, 18, 2016/09/12) */
I have included a document which states the customer and Evans Toyota agreed to a check for the last lease payments
A check was sent to the customer for the last two lease payments as agreed to by both the customer and Evans Toyota
I have no further documentation reflecting the customers newest request in paying any other charges owed to the leasing companyDisposition fees, damage to the vehicle, lost key's or excessive wear and tear is between the leasing company and the customer
Evans Toyota would be happy to review any additional documents the customer may have stating Evans Toyota agreed to pay any additional charges
Final Consumer Response /* (4200, 20, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This last response is another perfect example of Evans DISHONEST SALES PRACTICE ISSUES!
We purchased another Toyota when turning in our lease as to avoid the Disposition fee and this WAS discussed with our salesman! Funny how every response is a matter of HOW it was written by Evans!
The Warranty was added BEFORE agreeing to a final payment amount and even going to the financing department....but they were able to show documentation where we signed for it in financing
The safety brake was added to our financing even after saying they would leave it on at no cost because it would be cheaper than removing itAnd then WAS ADDEDOops!
Now the Disposition FeeBut hey, they have the documentation to show just the last payments!
The *** check for the warranty has been applied to our loanIf you read Evan's response on the 29th you will see the refund was to be for the *** plus taxYep, tax on *** is *** and no refundWhen can I expect that check?
Revdex.com,
I believe the public has the right to know how this car dealership treats their customers and to know this is what Evans considers "exceeding the customer' expectations"We will make contact next week with small claims court for the *** and the *** taxWhat are my options now to get my story heard and warn the public in the Fort Wayne area regarding Evans Toyota?
Initial Business Response /* (1000, 7, 2017/02/13) */
I have spoken with the client and she has agreed to come into the dealership to discuss and resolve this issue
Initial Business Response /* (1000, 5, 2017/10/25) */
Contact Name and Title: *** *** CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@evanstoyota.com
The technician performed the replacement of the headlight bulbs correctly and the customer was charged the correct amount that they
were quoted and aware ofThere was no deception involved
The customer ordered the headlight bulbs thru the parts department on 10/2/She was quoted a price for the bulbs and even stated on a recorded call she was quoted a price "roughly $to have the service department replace the bulb." The customer stated the screws were rusty and they were not comfortable performing the replacementShe also stated she had a coupon and wanted to use the 20% off her parts orderAlthough she knew her screws were rusty she failed to order new screwsLater that same day, the customer phoned the service department and scheduled an appointment to have the bulbs replacedThe customer was quoted $for the service which is very clear on the recorded phone callThe customer even acknowledges the difficulties he encountered while trying to remove the screwsThe customer arrived at the dealership at 10:and the repair order was invoiced at 11:This job required the full hour which is what the customer was chargedThe customer signed and acknowledged the charges prior to the service being performedThe customer did request at the time of write -up to replace the screws if rusty, however no screws were ordered since the customer ordered the bulbs herselfThe vehicle is a and the screws would have to be order
We have offered out of goodwill, to order the screws for the customer and replace them at no charge in the dealership serviceEvan Toyota cannot send a technician to the customer's house to perform this serviceHe/she would not have the proper lighting or tools available to correctly complete this repair
Her other option is, we would send them too her in the mail at no cost to her
Evans Toyota would need to know to order them
I have emailed the Revdex.com copies of the recorded phone conversations
Initial Consumer Rebuttal /* (3000, 7, 2017/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Evans knows what they did was wrong, but won't admit itThey need to listen to the recording when I made the appointmentI clearly explained that I didn't want to ruin the screw heads on the screws I couldn't break looseI told the service advisor that I trusted them to do the job rightTHEY DID NOT!! They have no trouble lyingThe repair was not done properlyRefer to the MRowner's manual (p96) and it shows the correct procedureAll screws must be removed to remove the retaining ringThe tech removed the loosened ones on the passenger side and rotated the ring to replace the lightOn the driver's side he removed ONE screw that was rusted plus the one that was not, then BENT the retaining ring forward, leaving the two rusted screws on the bottomThe car is years old and this could have snapped the ringI was not notified/advised during the repair what the tech was doingSince he was able to loosen ONE rusted screw, he should have been able to remove the OTHER THREE as wellIf not, he should have TOLD ME!! I was also lied to when I checked out: David told me PB Blaster and a tool (vice grips?) were used to loosen the screwsScrewS is plural!!! There was NO mention of ONLY ONE being loosenedMy guess is the tech lied to David, and he didn't think I would check his workI was told this tech has been at Evans for yearsIs this deceitful practice common for him and/or Evans? I was not concerned about no new screws, because I was going to order them and install them myself if none were in stockI can't do that now since THREE are STILL FROZEN IN PLACEI will need to pay a local technician to remove the screws that Evans did notWhat a waste of time and moneyThis beautiful car stays parked and covered in our garage days a yearWe have already invested hours of time & miles worth of gas for a job that was NOT done properlyEvans states, "Customer arrived at dealership at 10:50," but FAILED to mention the car was SECOND in line when I entered the WAITING room at 11:& NOT taken back to the SHOP at 10:as they claimThey say job was completed at 11:It doesn't take a genius to realize this is not a full hour
Fraud was committed by Evans ToyotaWe are troubled that Rick Evans does not value his customers and does not care about customer satisfactionWe are not going awayBusiness practices like this need to be exposedOur request has been modifiedWe are asking for a full labor refund of $to hire someone else to do the job correctly
If we didn't have a valid case, we would NEVER have filed this complaint to begin with & spent a copious amount of time doing so
Final Business Response /* (4000, 15, 2017/11/03) */
Evans Toyota does understand the customers concern and frustration; however Evans Toyota did not diagnosis the vehicle prior to the repairEvans Toyota replaced the headlight as per the scheduled appointment made by the customerEvans Toyota was able to replace the headlights in the customer's vehicle without damaging or adding additional cost to the customerIf the headlight was not able to be replaced without removing and replacing all the screws, the customer would have been requested to return once the additional screws arrivedThe customer would have been quoted and charged the additional cost for the screws and labor time requiredSince the headlights were able to be replaced, the customer was only charged the quoted price for the replacement of the headlights
Evans Toyota has offered to purchase at no expense to the customer the screws for her to replace or have replaced at her expense if they are still availableOut of customer satisfaction and goodwill, Evans Toyota will mail the customer these screws once a current mailing address is provided
Final Consumer Response /* (3000, 18, 2017/11/16) */
To summarize, the ONLY reason we took our MRto Evans service department was to remove the rusted headlight screws because we were unable to do soWe made that perfectly clear in in the phone call and in personTheir tech did NOT do what we requested & FAILED to disclose the factWe were flabbergasted to discover the ugly truth AFTER returning homeFor $we could have paid our monthly utility bill or bought a lot of groceriesThank you tto Revdex.com for their efforts on our behalfLong story short: EVANS RIPPED US OFF & they don't carePlease don't be FOOLED by their "A+" rating!
Initial Business Response /* (1000, 5, 2016/11/21) */
The customer purchased the Corolla in March 31, with *** miles on the vehicleThe customer also purchased an extended warranty at the time he purchased his vehicleIn June of he brought the vehicle back to the service
departmentThis was the first time the service department saw the vehicle since the purchaseThe vehicle at this time has *** miles on itThis was *** miles in a 1/month periodAt this time his vehicle would not startThe alternator was replaced which his warranty coveredThe customer paid *** and the warranty covered *** When the vehicle left the shop everything checked outThe next time we saw the vehicle was on August 27, which now had *** miles on the vehicleThe vehicle was driven in excess of *** milesThe customer has the vehicle towed in and stated it was smoking and overheatingThe service department contacted the warranty claims division of his warranty company, who sent their inspector out to determine the causeThe insurance inspector determined that the customer drove the vehicle after the check engine light illuminated and continued to drive the vehicle while it was smoking causing the engine to lock up, therefore denied his coverage for a replacement engine
Evans Toyota cannot predict what may fail in the future on a customer's vehicle if there are no signs of wear and tear on partsAt the time the vehicle left the shop in June, the vehicle all checked out and continued to run properly for *** milesWe cannot determine at what point in time or what caused the parts failed
Evans Toyota does understand the customer's frustration and is willing to work with the customer to help lower the cost of the replacement engine; however Evans Toyota did not deny coverage or cause the engine to lock upThe customer put in excess of *** miles on the vehicle in month with only recorded oil changeThe warrant company inspector is the one who stated- if the customer would have stopped while the vehicle was overheating the engine would not have locked upThe hoses and connectors were not faulty; the customer did not stop driving the vehicle while the vehicle was overheating
Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Many factors play are considered in determining ones credit score.
In the article,...
http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx the following statements help clear up this situation.
"While inquiries often can play a part in assessing risk, they play a minor part. Much more important factors for your scores are how timely you pay your bills and your overall debt burden as indicated on your credit report.
Will my FICO Scores drop if I apply for new credit?
If your FICO Scores change, they probably won't drop much. If you apply for several credit cards within a short period of time, multiple inquiries will appear on your report. Looking for new credit can equate with higher risk, but most Credit Scores are not affected by multiple inquiries from auto, mortgage or student loan lenders within a short period of time. Typically, these are treated as a single inquiry and will have little impact on your credit scores.
FICO Scores distinguish between a search for a single loan and a search for many new credit lines, in part by the length of time over which inquiries occur.
The customer was advised and aware along with signing a credit application, allowing Evans Toyota to submit her credit to several lenders in an attempt to secure the best available car rate for her purchase."
After working with the customer last week, we did advise her that if she feels her credit was damaged from each pull separately, we would be more than happy to sit down with her and the banks that we submitted the applications to and find out why. Evans Toyota does not have the ability to fix her credit. As we told the customer also, we would be more than happy to respond to any and all questions from the mortgage company regarding the inquiries from Evans Toyota made on 10/24/2015 and 10/30/2015 while trying to find the best possible rate for her.
OFFER:
If an error was made, we would be more than happy to help her straight the error out. Evans Toyota would be more than happy to sit down with her and the banks that we submitted the applications to and find out if or how her score was effected. As we told the customer also, we would be more than happy to respond to any and all questions from the mortgage company regarding the inquiries from Evans Toyota made on 10/24/2015 and 10/30/2015 while trying to find the best possible rate for her.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never advised that "They" would sit with me and figure this out with the credit companies I have pulls from. which shows guilt or blame.
Also, Herb told me that if I sign ( which I was also told I had no choice if this was the vehicle I wanted was to sign. I was very uncomfortable at this point and intimidated )the paper he would only pull once, and only if he couldn't do a soft pull.. so explain to me why I have so many pulls from "several !" companies.
As far as "someone" talking to my credit union about why they have pulled my credit so many times to me, just goes to show guilt on Evans Toyotas part.
Again, I was told by the credit companies who have pulled my credit due to your inquiry that "Evans Toyota" are the only ones who can call and ask to have them removed from my credit report.
I don't appreciate how I am being treated as a consumer, or inadvertently being called a liar.
Final Consumer Response /* (4200, 11, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only thing wrong with my credit score is all of the inquiries that was put on my credit score from "Evans." I don't need to discuss my credit with anyone, I have already done this with my financial institution. As I have said before, the only thing that can be done with this situation is that "Evans" calls the banks ( on an email I sent to them beforehand) themselves and remove it, I have tried doing this myself, and was told from the banks that I did call and try myself, and they are the ones who told me "Evans" needs to be the one to call them, or write them, to have the points removed.
My credit was, and is fine, other than this misfortune.
Final Business Response /* (4000, 14, 2016/01/26) */
Contact Name and Title: Kathy [redacted] CRM
In order for Evans Toyota to secure the best possible rate, term and money required down, we need to submit the information to several institutions. These inquires show up on the last page of credit bureau and have no negative impact on the consumers credit score.
Evans Toyota would welcome the opportunity to sit down with the customer and discuss what negative impact she feels inquiries had on her credit score.
OFFER:
Evans Toyota would welcome the opportunity to sit down with the customer and discuss what negative impact she feels inquiries had on her credit score.
Initial Business Response /* (1000, 5, 2016/06/06) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota is currently working with the customer to resolve the issues. The previous owner of the vehicle had lost the title work to...
their trade vehicle and Evans Toyota was waiting for the replacement title to arrive in order to issue the customer's new title. The title work issue has been resolved and the customer can now pick up his registration and plate at the DMV.
Evans Toyota is allowing the customer to decide if he wanted a full refund for the safely brake or if he would like to keep the safely brake installed, Evans Toyota will split the cost of the item for his inconvenience.
Evans Toyota has also agreed to diagnose his concern with a noise he is hearing in his vehicle.
Initial Business Response /* (1000, 5, 2015/10/30) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota apologized for any confusion the customer may have regarding the design of the Toyota braking system. As the customer...
stated, he did bring his vehicle to Evans service department on 4/29/15 concerned with the clicking sound make when applying the brakes in reverse. As explained to the customer this sound is a normal sound that occurs when the brake pads shift from a forward position to the reverse. This is an engineering design which aids in the longevity of the brakes pads due to excessive brake dust knocking off during the shift.
This is not a defect in the vehicle - it is characteristic of the vehicle.
OFFER:
Evans Toyota would be more than happy to arrange a meeting with the customer and the District Parts and Service Manager from our Chicago region. The customer would need to contact our dealership, Evans Toyota, and request to have the District representative inspect his vehicle on the representatives next visit. The customer can ask for either the Service Manager Dave, Parts and Service Director Lenny or Customer Relations Manager Kathy.
This will assure the noise that the customer is hearing is a normal characteristic of the vehicle and not a defect.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave from service dept already verified when I took my car to him in june and told me that in order to fix the problem toyota has to redesign the brake system.
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Service dept from evans already inspected twice
Final Business Response /* (4030, 15, 2015/11/30) */
The customer did meet with the Parts and Service Representative from the Chicago Region who explained that the click sound that he hears is a normal sound similar to the click sound the blinker makes when turned on. They drove in both the customers vehicle and another new Camry off the lot and the same click sound is present as it is designed to be. If at any point the customer would like to trade his vehicle in and purchase another one, Evans Toyota would be more than happy to assist him.
Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@evanstoyota.com
Ms. [redacted] returned her van rental after hours on August 8th, when the vehicle was inspected on the 9th, damage was found on the right...
outer mirror assembly. The rental assistance left messages with her on the damages that was found and informed her that she is responsible for any damages that has occurred to the vehicle she rented, as per agreement. Ms. [redacted] signed a legal document that stated she is responsible for any and all damages that is not noted on the checkout form and is found during the check in inspection. The damage to the mirror was not present at the time she took possession of the vehicle and was there when the vehicle was returned.
Evans Toyota makes any and all repairs to all their vehicles quickly, efficiently and as cost effective as possible. Unfortunately, Evans Toyota cannot wait several days for a rental customer to phone back and request a picture of the mirror on the vehicle. At the time Ms. [redacted] returned the phone message, the mirror had already been removed and the replacement mirror ordered. In this case, not only was the mirror cracked but the motor inside that allows it to move was damaged. Ms. [redacted] was aware the mirror was cracked, unfortunately because the motor was broken; the repair required the entire assembly, not just the mirror. The Parts and Service Director has left several messages for Ms. [redacted] to stop in the dealership and inspect the mirror. Unfortunately, the mirror was not able to be left damaged on the vehicle due to other renters needing the vehicle.
Attached are the documents Ms. [redacted] has request and has already received copies of. The repair order XXXXXX, dated 8/13/15 is the repair document reflecting the charges occurred to replace the mirror assembly. The rental agreement [redacted] dated 8/8/15 shows her signature authorizing Evans Toyota to process charges on her credit card, along with her balance paid.
OFFER:
Evans Toyota has already discounted the labor time required for the repair out of customer satisfaction.
Evans Toyota will continue to hold the mirror for Ms. [redacted] to inspect for 30 more days. She can contact either the Rental manager or the Parts and Service director who can arrange the time for her to inspect the mirror.
Evans Toyota will provide her with any information needed for her to file a claim through her auto insurance.
If she would like to provide Evans Toyota with an alternate method of payment, we can credit her card back after the funds have cleared.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are stating that I did not contact them for several days I tried calling the first day and did talk to someone the next day and asked for a picture of the damaged mirror You would think that would be protocol to provide evidence of damages The repair sheet doesn't even say replaced damaged mirror it says customer asked to have mirror replaced The paperwork I received did not have damages marked or gave a description of the damages A cracked mirror also damaged the motor I don't believe that My original bill dated 8/8/15 had charges of $77.64 then I get a bill mailed to me dated 8/8/15 with additional charges for a total of $460.93 minus the $77.64 No I did not want to see just a damaged mirror that was not on the van
Final Business Response /* (4000, 10, 2015/09/03) */
Contact Name and Title: Kathy [redacted] CRM
Ms. [redacted] choose to drop the rental vehicle off after hours. Typically rental customers return the vehicle during normal business hours at which time the vehicle is inspected by both the customer and an employee. Since the vehicle was dropped off after hours, the contract states that she is responsible for any and all damages found on the vehicle until the vehicle has been checked in by an employee. Damage was found on the passenger side mirror at which time she was contacted and informed about the damage that was found. Once the vehicle was taken into the shop, the repair required the replacement of the entire mirror. Out of customer satisfaction Evans Toyota discounts the labor rate to help hold down the cost. Ms. [redacted] has already filed and been sent a refund check from her auto insurance company regarding this repair and she is currently disputing her credit card charges. The vehicle was damaged during the rental period that Ms. [redacted] had the vehicle. She is responsible for the repairs to the vehicle and has received reimbursement for the damages done on the vehicle from her insurance company and continues to dispute the credit card charges.
OFFER:
Evans Toyota will refund her credit card once she drops off the payment she has received for reimbursement from her auto insurance to cover the damaged passenger side mirror.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota apologizes to Mr. [redacted] that he longer feels the repair done on May 2, 2015 was needed. Mr. [redacted] was experiencing...
several different concerns with his brakes when he brought his vehicle to Evans Toyota service department. On May 8th, during a conversation with the Parts and Service Director, Mr. [redacted] agreed that the repairs Mr. [redacted] authorized on May 2cd were needed and completed properly, however he was still hearing a squeaking noise while driving between buildings in the downtown area. The Parts and Service Manager agreed with Mr. [redacted] that since one of the concerns was a squeaking noise and Mr. [redacted] was still hearing the squeak, Evans Toyota would perform additional diagnostics on his vehicle along with placing Mr. [redacted] in a rental for the day in an attempt to duplicate the noise. The technician did duplicate the noise which required an additional repair of $187.62. Evans Toyota covered the expense of this repair due to fact Mr. [redacted] felt Evans Toyota did not address all his concerns.
Mr. [redacted] is now asking for a refund for all the work performed on May 2, 2015 at Evans Toyota. Evans Toyota, out of goodwill and customer satisfaction will refund Mr. [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not needed. The labor charge associated with this job was $410.30 which included replacing the rear axle seal and rear brake job. Mr. [redacted]'s coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr. [redacted] is requesting. The cost of the repair done on May 8th totaled $222.62 (repair plus rental charges), leaving a balance of $111.92. Mr. [redacted] will have a service credit in the amount of $111.92 for future service repairs.
I have email you a copy of the repair bill from the May 2, 2015 repair. Please let me know if you require any additional information.
OFFER:
Evans Toyota, out of goodwill and customer satisfaction will refund Mr. [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not needed. The labor charge associated with this job was $410.30 which included replacing the rear axle seal and rear brake job. Mr. [redacted]'s coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr. [redacted] is requesting. The cost of the repair done on May 8th totaled $222.62 (repair plus rental charges), leaving a balance of $111.92. Mr. [redacted] will have a service credit in the amount of $111.92 for future service repairs.
Initial Consumer Rebuttal /* (2000, 8, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After days of debating, Evans Toyota paid a small portion of a refund.
Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Contact Name and Title: Kathy [redacted] CRM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @evanstoyota.com Evans Toyota apologized for any confusion the customer may have regarding the design of the Toyota braking systemAs the customer stated, he did bring his vehicle to Evans service department on 4/29/concerned with the clicking sound make when applying the brakes in reverseAs explained to the customer this sound is a sound that occurs when the brake pads shift from a forward position to the reverseThis is an engineering design which aids in the longevity of the brakes pads due to excessive brake dust knocking off during the shift This is not a defect in the vehicle - it is characteristic of the vehicle OFFER: Evans Toyota would be more than happy to arrange a meeting with the customer and the District Parts and Service Manager from our Chicago regionThe customer would need to contact our dealership, Evans Toyota, and request to have the District representative inspect his vehicle on the representatives next visitThe customer can ask for either the Service Manager Dave, Parts and Service Director Lenny or Customer Relations Manager Kathy This will assure the noise that the customer is hearing is a characteristic of the vehicle and not a defect Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dave from service dept already verified when I took my car to him in june and told me that in order to fix the problem toyota has to redesign the brake system Final Consumer Response / [redacted] (4200, 11, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service dept from evans already inspected twice Final Business Response / [redacted] (4030, 15, 2015/11/30) */ The customer did meet with the Parts and Service Representative from the Chicago Region who explained that the click sound that he hears is a sound similar to the click sound the blinker makes when turned onThey drove in both the customers vehicle and another new Camry off the lot and the same click sound is present as it is designed to beIf at any point the customer would like to trade his vehicle in and purchase another one, Evans Toyota would be more than happy to assist him
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Contact Name and Title: Kathy [redacted] CRM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @evanstoyota.com Ms [redacted] returned her van rental after hours on August 8th, when the vehicle was inspected on the 9th, damage was found on the right outer mirror assemblyThe rental assistance left messages with her on the damages that was found and informed her that she is responsible for any damages that has occurred to the vehicle she rented, as per agreementMs [redacted] signed a legal document that stated she is responsible for any and all damages that is not noted on the checkout form and is found during the check in inspectionThe damage to the mirror was not present at the time she took possession of the vehicle and was there when the vehicle was returned Evans Toyota makes any and all repairs to all their vehicles quickly, efficiently and as cost effective as possibleUnfortunately, Evans Toyota cannot wait several days for a rental customer to phone back and request a picture of the mirror on the vehicleAt the time Ms [redacted] returned the phone message, the mirror had already been removed and the replacement mirror orderedIn this case, not only was the mirror cracked but the motor inside that allows it to move was damagedMs [redacted] was aware the mirror was cracked, unfortunately because the motor was broken; the repair required the entire assembly, not just the mirrorThe Parts and Service Director has left several messages for Ms [redacted] to stop in the dealership and inspect the mirrorUnfortunately, the mirror was not able to be left damaged on the vehicle due to other renters needing the vehicle Attached are the documents Ms [redacted] has request and has already received copies ofThe repair order XXXXXX, dated 8/13/is the repair document reflecting the charges occurred to replace the mirror assemblyThe rental agreement [redacted] dated 8/8/shows her signature authorizing Evans Toyota to process charges on her credit card, along with her balance paid OFFER: Evans Toyota has already discounted the labor time required for the repair out of customer satisfaction Evans Toyota will continue to hold the mirror for Ms [redacted] to inspect for more daysShe can contact either the Rental manager or the Parts and Service director who can arrange the time for her to inspect the mirror Evans Toyota will provide her with any information needed for her to file a claim through her auto insurance If she would like to provide Evans Toyota with an alternate method of payment, we can credit her card back after the funds have cleared Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are stating that I did not contact them for several days I tried calling the first day and did talk to someone the next day and asked for a picture of the damaged mirror You would think that would be protocol to provide evidence of damages The repair sheet doesn't even say replaced damaged mirror it says customer asked to have mirror replaced The paperwork I received did not have damages marked or gave a description of the damages A cracked mirror also damaged the motor I don't believe that My original bill dated 8/8/had charges of $then I get a bill mailed to me dated 8/8/with additional charges for a total of $minus the $No I did not want to see just a damaged mirror that was not on the van Final Business Response / [redacted] (4000, 10, 2015/09/03) */ Contact Name and Title: Kathy [redacted] CRM Ms [redacted] choose to drop the rental vehicle off after hoursTypically rental customers return the vehicle during business hours at which time the vehicle is inspected by both the customer and an employeeSince the vehicle was dropped off after hours, the contract states that she is responsible for any and all damages found on the vehicle until the vehicle has been checked in by an employeeDamage was found on the passenger side mirror at which time she was contacted and informed about the damage that was foundOnce the vehicle was taken into the shop, the repair required the replacement of the entire mirrorOut of customer satisfaction Evans Toyota discounts the labor rate to help hold down the costMs [redacted] has already filed and been sent a refund check from her auto insurance company regarding this repair and she is currently disputing her credit card chargesThe vehicle was damaged during the rental period that Ms [redacted] had the vehicleShe is responsible for the repairs to the vehicle and has received reimbursement for the damages done on the vehicle from her insurance company and continues to dispute the credit card charges OFFER: Evans Toyota will refund her credit card once she drops off the payment she has received for reimbursement from her auto insurance to cover the damaged passenger side mirror
Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] CRM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @evanstoyota.com Evans Toyota apologizes to Mr [redacted] that he longer feels the repair done on May 2, was neededMr [redacted] was experiencing several different concerns with his brakes when he brought his vehicle to Evans Toyota service departmentOn May 8th, during a conversation with the Parts and Service Director, Mr [redacted] agreed that the repairs Mr [redacted] authorized on May 2cd were needed and completed properly, however he was still hearing a squeaking noise while driving between buildings in the downtown areaThe Parts and Service Manager agreed with Mr [redacted] that since one of the concerns was a squeaking noise and Mr [redacted] was still hearing the squeak, Evans Toyota would perform additional diagnostics on his vehicle along with placing Mr [redacted] in a rental for the day in an attempt to duplicate the noiseThe technician did duplicate the noise which required an additional repair of $Evans Toyota covered the expense of this repair due to fact Mr [redacted] felt Evans Toyota did not address all his concerns Mr [redacted] is now asking for a refund for all the work performed on May 2, at Evans ToyotaEvans Toyota, out of goodwill and customer satisfaction will refund Mr [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not neededThe labor charge associated with this job was $which included replacing the rear axle seal and rear brake jobMr [redacted] 's coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr [redacted] is requestingThe cost of the repair done on May 8th totaled $(repair plus rental charges), leaving a balance of $Mr [redacted] will have a service credit in the amount of $for future service repairs I have email you a copy of the repair bill from the May 2, repairPlease let me know if you require any additional information OFFER: Evans Toyota, out of goodwill and customer satisfaction will refund Mr [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not neededThe labor charge associated with this job was $which included replacing the rear axle seal and rear brake jobMr [redacted] 's coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr [redacted] is requestingThe cost of the repair done on May 8th totaled $(repair plus rental charges), leaving a balance of $Mr [redacted] will have a service credit in the amount of $for future service repairs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) After days of debating, Evans Toyota paid a small portion of a refund
Initial Business Response /* (1000, 5, 2016/07/29) */
After reviewing the customer's documents, it clearly states, the customer agreed to the both the payments and terms of their purchaseThe loan document states the payment is a few dollars less than the amount agreed toThe length of the loan
was the same term that was agreed to by both Evans Toyota and the customerThe customer received a very good price on the vehicle they selected, along with a few dollars less a month than they agreed to, along with the same length that was agreed uponEvans Toyota exceeded the customer's expectation on the purchase price of the vehicle
The customers negotiated price that was agreed to did not include the cost of the safely brakeOut of customer satisfaction for the customer the Sales Manager agreed to leave the safely brake on the vehicle instead of occurring additional cost in the removal of the aftermarket itemThe customer agreed
Evans Toyota also fulfilled their obligation to the customer by issuing the customer a check for their two remaining lease paymentsThe customer is responsible for making those payments to the leasing companyThe customer was made aware of this and clearly states that in their original complaint
The additional *** that the customer refers to was added to the customer loan based on a signed legal document that the customer agreed to and purchased additionally in the finance departmentThis document was signed by the customer and clearly disclosed both what the product is and the cost of the productEvans Toyota continued to exceed the customer's expectation of payment by keeping their budget in mind and their payment less than what was agreed toAs explained to the customer when they came back into the dealership, this can be cancelled at the customer's requestHowever at that time the customer choose again to keep the Tires and Wheels protection planIf now, they are choosing to cancel the protection plan, they simply can notify the dealership either in writing or a phone call to the Customer Relations Manager, who will then mail out the cancellation form to the customerThe customer will need to sign and date the cancellation form and return it to the dealership for the cancellationSince the *** was financed into the loan, the *** will be sent to the loan company
Evans Toyota cannot continue to negotiate the price of the vehicle with the customerEvans Toyota has agreed to issue the customer a check for *** plus tax, two oil change coupons (which the customer already has received) , *** plus tax which will be credited back to the loan once the cancellation documents have been turned into Evans for the Tire and Wheels protectionThe customer is responsible to pay the remaining lease payments owed on their previous lease which Evans Toyota has already reimbursed the customer for
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although their words are pretty "Evans Toyota exceeded the customer's expectation on the purchase price of the vehicle" and "Evans Toyota continued to exceed the customer's expectation of payment" they are completely *** false! They must be completely confused as to why they are responding to a formal complaint with the Revdex.com if we are so pleased with their business practices
First, the safety brake that was *** and to be refunded to us at *** + tax has yet to find it's way to our mailboxNotice in their response they agreed to issue a check for *** + tax, two oil changes (which the customer already has received)So where exactly is the check? I would like that answered
Second, their obligation was not "to the customer" by issuing the customer a check for two remaining lease payments but, their obligation was to pay Toyota Financial for the balance of the leaseSomehow, they were not able to find the VIN number so, in error, according to the lady who called asking for the check back, decided to exceed our expectation again and just send us the check and let us deal with their obligation!
And thirdly, yes, we will accept the offer to cancel the Tire and Wheel Protection that was offered through this response to the Revdex.comI left a message with the Customer Relations Manager *** to mail the papers on August 2ndHopefully, their exceedingly superior service will show up sooner than the check for *** + tax
In closing, put any spin on your sales practices you would likeBecause we know what happened and so does Evans ToyotaThe Tire and Wheel Protection WAS added to our financing well BEFORE we were even in your financing departmentBIG lesson learned on my part not to ever give a monthly dollar amount assuming to get to that dollar the price is being lowered because at Evans Toyota they WILL get to that amount even if it means adding on whatever THEY choose and adding more months to your financingNot my idea of exceeding at anything other than dishonesty!!!!
We will consider this matter closed when we receive the check for the safety brake they "accidentally" charged us for, and the check for *** + tax is received by the bank we financed with
Final Business Response /* (4000, 18, 2016/09/12) */
I have included a document which states the customer and Evans Toyota agreed to a check for the last lease payments
A check was sent to the customer for the last two lease payments as agreed to by both the customer and Evans Toyota
I have no further documentation reflecting the customers newest request in paying any other charges owed to the leasing companyDisposition fees, damage to the vehicle, lost key's or excessive wear and tear is between the leasing company and the customer
Evans Toyota would be happy to review any additional documents the customer may have stating Evans Toyota agreed to pay any additional charges
Final Consumer Response /* (4200, 20, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This last response is another perfect example of Evans DISHONEST SALES PRACTICE ISSUES!
We purchased another Toyota when turning in our lease as to avoid the Disposition fee and this WAS discussed with our salesman! Funny how every response is a matter of HOW it was written by Evans!
The Warranty was added BEFORE agreeing to a final payment amount and even going to the financing department....but they were able to show documentation where we signed for it in financing
The safety brake was added to our financing even after saying they would leave it on at no cost because it would be cheaper than removing itAnd then WAS ADDEDOops!
Now the Disposition FeeBut hey, they have the documentation to show just the last payments!
The *** check for the warranty has been applied to our loanIf you read Evan's response on the 29th you will see the refund was to be for the *** plus taxYep, tax on *** is *** and no refundWhen can I expect that check?
Revdex.com,
I believe the public has the right to know how this car dealership treats their customers and to know this is what Evans considers "exceeding the customer' expectations"We will make contact next week with small claims court for the *** and the *** taxWhat are my options now to get my story heard and warn the public in the Fort Wayne area regarding Evans Toyota?
Initial Business Response /* (1000, 7, 2017/02/13) */
I have spoken with the client and she has agreed to come into the dealership to discuss and resolve this issue
Initial Business Response /* (1000, 5, 2017/10/25) */
Contact Name and Title: *** *** CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@evanstoyota.com
The technician performed the replacement of the headlight bulbs correctly and the customer was charged the correct amount that they
were quoted and aware ofThere was no deception involved
The customer ordered the headlight bulbs thru the parts department on 10/2/She was quoted a price for the bulbs and even stated on a recorded call she was quoted a price "roughly $to have the service department replace the bulb." The customer stated the screws were rusty and they were not comfortable performing the replacementShe also stated she had a coupon and wanted to use the 20% off her parts orderAlthough she knew her screws were rusty she failed to order new screwsLater that same day, the customer phoned the service department and scheduled an appointment to have the bulbs replacedThe customer was quoted $for the service which is very clear on the recorded phone callThe customer even acknowledges the difficulties he encountered while trying to remove the screwsThe customer arrived at the dealership at 10:and the repair order was invoiced at 11:This job required the full hour which is what the customer was chargedThe customer signed and acknowledged the charges prior to the service being performedThe customer did request at the time of write -up to replace the screws if rusty, however no screws were ordered since the customer ordered the bulbs herselfThe vehicle is a and the screws would have to be order
We have offered out of goodwill, to order the screws for the customer and replace them at no charge in the dealership serviceEvan Toyota cannot send a technician to the customer's house to perform this serviceHe/she would not have the proper lighting or tools available to correctly complete this repair
Her other option is, we would send them too her in the mail at no cost to her
Evans Toyota would need to know to order them
I have emailed the Revdex.com copies of the recorded phone conversations
Initial Consumer Rebuttal /* (3000, 7, 2017/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Evans knows what they did was wrong, but won't admit itThey need to listen to the recording when I made the appointmentI clearly explained that I didn't want to ruin the screw heads on the screws I couldn't break looseI told the service advisor that I trusted them to do the job rightTHEY DID NOT!! They have no trouble lyingThe repair was not done properlyRefer to the MRowner's manual (p96) and it shows the correct procedureAll screws must be removed to remove the retaining ringThe tech removed the loosened ones on the passenger side and rotated the ring to replace the lightOn the driver's side he removed ONE screw that was rusted plus the one that was not, then BENT the retaining ring forward, leaving the two rusted screws on the bottomThe car is years old and this could have snapped the ringI was not notified/advised during the repair what the tech was doingSince he was able to loosen ONE rusted screw, he should have been able to remove the OTHER THREE as wellIf not, he should have TOLD ME!! I was also lied to when I checked out: David told me PB Blaster and a tool (vice grips?) were used to loosen the screwsScrewS is plural!!! There was NO mention of ONLY ONE being loosenedMy guess is the tech lied to David, and he didn't think I would check his workI was told this tech has been at Evans for yearsIs this deceitful practice common for him and/or Evans? I was not concerned about no new screws, because I was going to order them and install them myself if none were in stockI can't do that now since THREE are STILL FROZEN IN PLACEI will need to pay a local technician to remove the screws that Evans did notWhat a waste of time and moneyThis beautiful car stays parked and covered in our garage days a yearWe have already invested hours of time & miles worth of gas for a job that was NOT done properlyEvans states, "Customer arrived at dealership at 10:50," but FAILED to mention the car was SECOND in line when I entered the WAITING room at 11:& NOT taken back to the SHOP at 10:as they claimThey say job was completed at 11:It doesn't take a genius to realize this is not a full hour
Fraud was committed by Evans ToyotaWe are troubled that Rick Evans does not value his customers and does not care about customer satisfactionWe are not going awayBusiness practices like this need to be exposedOur request has been modifiedWe are asking for a full labor refund of $to hire someone else to do the job correctly
If we didn't have a valid case, we would NEVER have filed this complaint to begin with & spent a copious amount of time doing so
Final Business Response /* (4000, 15, 2017/11/03) */
Evans Toyota does understand the customers concern and frustration; however Evans Toyota did not diagnosis the vehicle prior to the repairEvans Toyota replaced the headlight as per the scheduled appointment made by the customerEvans Toyota was able to replace the headlights in the customer's vehicle without damaging or adding additional cost to the customerIf the headlight was not able to be replaced without removing and replacing all the screws, the customer would have been requested to return once the additional screws arrivedThe customer would have been quoted and charged the additional cost for the screws and labor time requiredSince the headlights were able to be replaced, the customer was only charged the quoted price for the replacement of the headlights
Evans Toyota has offered to purchase at no expense to the customer the screws for her to replace or have replaced at her expense if they are still availableOut of customer satisfaction and goodwill, Evans Toyota will mail the customer these screws once a current mailing address is provided
Final Consumer Response /* (3000, 18, 2017/11/16) */
To summarize, the ONLY reason we took our MRto Evans service department was to remove the rusted headlight screws because we were unable to do soWe made that perfectly clear in in the phone call and in personTheir tech did NOT do what we requested & FAILED to disclose the factWe were flabbergasted to discover the ugly truth AFTER returning homeFor $we could have paid our monthly utility bill or bought a lot of groceriesThank you tto Revdex.com for their efforts on our behalfLong story short: EVANS RIPPED US OFF & they don't carePlease don't be FOOLED by their "A+" rating!
Initial Business Response /* (1000, 5, 2016/11/21) */
The customer purchased the Corolla in March 31, with *** miles on the vehicleThe customer also purchased an extended warranty at the time he purchased his vehicleIn June of he brought the vehicle back to the service
departmentThis was the first time the service department saw the vehicle since the purchaseThe vehicle at this time has *** miles on itThis was *** miles in a 1/month periodAt this time his vehicle would not startThe alternator was replaced which his warranty coveredThe customer paid *** and the warranty covered *** When the vehicle left the shop everything checked outThe next time we saw the vehicle was on August 27, which now had *** miles on the vehicleThe vehicle was driven in excess of *** milesThe customer has the vehicle towed in and stated it was smoking and overheatingThe service department contacted the warranty claims division of his warranty company, who sent their inspector out to determine the causeThe insurance inspector determined that the customer drove the vehicle after the check engine light illuminated and continued to drive the vehicle while it was smoking causing the engine to lock up, therefore denied his coverage for a replacement engine
Evans Toyota cannot predict what may fail in the future on a customer's vehicle if there are no signs of wear and tear on partsAt the time the vehicle left the shop in June, the vehicle all checked out and continued to run properly for *** milesWe cannot determine at what point in time or what caused the parts failed
Evans Toyota does understand the customer's frustration and is willing to work with the customer to help lower the cost of the replacement engine; however Evans Toyota did not deny coverage or cause the engine to lock upThe customer put in excess of *** miles on the vehicle in month with only recorded oil changeThe warrant company inspector is the one who stated- if the customer would have stopped while the vehicle was overheating the engine would not have locked upThe hoses and connectors were not faulty; the customer did not stop driving the vehicle while the vehicle was overheating
Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Many factors play are considered in determining ones credit score.
In the article,...
http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx the following statements help clear up this situation.
"While inquiries often can play a part in assessing risk, they play a minor part. Much more important factors for your scores are how timely you pay your bills and your overall debt burden as indicated on your credit report.
Will my FICO Scores drop if I apply for new credit?
If your FICO Scores change, they probably won't drop much. If you apply for several credit cards within a short period of time, multiple inquiries will appear on your report. Looking for new credit can equate with higher risk, but most Credit Scores are not affected by multiple inquiries from auto, mortgage or student loan lenders within a short period of time. Typically, these are treated as a single inquiry and will have little impact on your credit scores.
FICO Scores distinguish between a search for a single loan and a search for many new credit lines, in part by the length of time over which inquiries occur.
The customer was advised and aware along with signing a credit application, allowing Evans Toyota to submit her credit to several lenders in an attempt to secure the best available car rate for her purchase."
After working with the customer last week, we did advise her that if she feels her credit was damaged from each pull separately, we would be more than happy to sit down with her and the banks that we submitted the applications to and find out why. Evans Toyota does not have the ability to fix her credit. As we told the customer also, we would be more than happy to respond to any and all questions from the mortgage company regarding the inquiries from Evans Toyota made on 10/24/2015 and 10/30/2015 while trying to find the best possible rate for her.
OFFER:
If an error was made, we would be more than happy to help her straight the error out. Evans Toyota would be more than happy to sit down with her and the banks that we submitted the applications to and find out if or how her score was effected. As we told the customer also, we would be more than happy to respond to any and all questions from the mortgage company regarding the inquiries from Evans Toyota made on 10/24/2015 and 10/30/2015 while trying to find the best possible rate for her.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never advised that "They" would sit with me and figure this out with the credit companies I have pulls from. which shows guilt or blame.
Also, Herb told me that if I sign ( which I was also told I had no choice if this was the vehicle I wanted was to sign. I was very uncomfortable at this point and intimidated )the paper he would only pull once, and only if he couldn't do a soft pull.. so explain to me why I have so many pulls from "several !" companies.
As far as "someone" talking to my credit union about why they have pulled my credit so many times to me, just goes to show guilt on Evans Toyotas part.
Again, I was told by the credit companies who have pulled my credit due to your inquiry that "Evans Toyota" are the only ones who can call and ask to have them removed from my credit report.
I don't appreciate how I am being treated as a consumer, or inadvertently being called a liar.
Final Consumer Response /* (4200, 11, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only thing wrong with my credit score is all of the inquiries that was put on my credit score from "Evans." I don't need to discuss my credit with anyone, I have already done this with my financial institution. As I have said before, the only thing that can be done with this situation is that "Evans" calls the banks ( on an email I sent to them beforehand) themselves and remove it, I have tried doing this myself, and was told from the banks that I did call and try myself, and they are the ones who told me "Evans" needs to be the one to call them, or write them, to have the points removed.
My credit was, and is fine, other than this misfortune.
Final Business Response /* (4000, 14, 2016/01/26) */
Contact Name and Title: Kathy [redacted] CRM
In order for Evans Toyota to secure the best possible rate, term and money required down, we need to submit the information to several institutions. These inquires show up on the last page of credit bureau and have no negative impact on the consumers credit score.
Evans Toyota would welcome the opportunity to sit down with the customer and discuss what negative impact she feels inquiries had on her credit score.
OFFER:
Evans Toyota would welcome the opportunity to sit down with the customer and discuss what negative impact she feels inquiries had on her credit score.
Initial Business Response /* (1000, 5, 2016/06/06) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota is currently working with the customer to resolve the issues. The previous owner of the vehicle had lost the title work to...
their trade vehicle and Evans Toyota was waiting for the replacement title to arrive in order to issue the customer's new title. The title work issue has been resolved and the customer can now pick up his registration and plate at the DMV.
Evans Toyota is allowing the customer to decide if he wanted a full refund for the safely brake or if he would like to keep the safely brake installed, Evans Toyota will split the cost of the item for his inconvenience.
Evans Toyota has also agreed to diagnose his concern with a noise he is hearing in his vehicle.
Initial Business Response /* (1000, 5, 2015/10/30) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota apologized for any confusion the customer may have regarding the design of the Toyota braking system. As the customer...
stated, he did bring his vehicle to Evans service department on 4/29/15 concerned with the clicking sound make when applying the brakes in reverse. As explained to the customer this sound is a normal sound that occurs when the brake pads shift from a forward position to the reverse. This is an engineering design which aids in the longevity of the brakes pads due to excessive brake dust knocking off during the shift.
This is not a defect in the vehicle - it is characteristic of the vehicle.
OFFER:
Evans Toyota would be more than happy to arrange a meeting with the customer and the District Parts and Service Manager from our Chicago region. The customer would need to contact our dealership, Evans Toyota, and request to have the District representative inspect his vehicle on the representatives next visit. The customer can ask for either the Service Manager Dave, Parts and Service Director Lenny or Customer Relations Manager Kathy.
This will assure the noise that the customer is hearing is a normal characteristic of the vehicle and not a defect.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave from service dept already verified when I took my car to him in june and told me that in order to fix the problem toyota has to redesign the brake system.
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Service dept from evans already inspected twice
Final Business Response /* (4030, 15, 2015/11/30) */
The customer did meet with the Parts and Service Representative from the Chicago Region who explained that the click sound that he hears is a normal sound similar to the click sound the blinker makes when turned on. They drove in both the customers vehicle and another new Camry off the lot and the same click sound is present as it is designed to be. If at any point the customer would like to trade his vehicle in and purchase another one, Evans Toyota would be more than happy to assist him.
Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: Kathy [redacted] CRM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@evanstoyota.com
Ms. [redacted] returned her van rental after hours on August 8th, when the vehicle was inspected on the 9th, damage was found on the right...
outer mirror assembly. The rental assistance left messages with her on the damages that was found and informed her that she is responsible for any damages that has occurred to the vehicle she rented, as per agreement. Ms. [redacted] signed a legal document that stated she is responsible for any and all damages that is not noted on the checkout form and is found during the check in inspection. The damage to the mirror was not present at the time she took possession of the vehicle and was there when the vehicle was returned.
Evans Toyota makes any and all repairs to all their vehicles quickly, efficiently and as cost effective as possible. Unfortunately, Evans Toyota cannot wait several days for a rental customer to phone back and request a picture of the mirror on the vehicle. At the time Ms. [redacted] returned the phone message, the mirror had already been removed and the replacement mirror ordered. In this case, not only was the mirror cracked but the motor inside that allows it to move was damaged. Ms. [redacted] was aware the mirror was cracked, unfortunately because the motor was broken; the repair required the entire assembly, not just the mirror. The Parts and Service Director has left several messages for Ms. [redacted] to stop in the dealership and inspect the mirror. Unfortunately, the mirror was not able to be left damaged on the vehicle due to other renters needing the vehicle.
Attached are the documents Ms. [redacted] has request and has already received copies of. The repair order XXXXXX, dated 8/13/15 is the repair document reflecting the charges occurred to replace the mirror assembly. The rental agreement [redacted] dated 8/8/15 shows her signature authorizing Evans Toyota to process charges on her credit card, along with her balance paid.
OFFER:
Evans Toyota has already discounted the labor time required for the repair out of customer satisfaction.
Evans Toyota will continue to hold the mirror for Ms. [redacted] to inspect for 30 more days. She can contact either the Rental manager or the Parts and Service director who can arrange the time for her to inspect the mirror.
Evans Toyota will provide her with any information needed for her to file a claim through her auto insurance.
If she would like to provide Evans Toyota with an alternate method of payment, we can credit her card back after the funds have cleared.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are stating that I did not contact them for several days I tried calling the first day and did talk to someone the next day and asked for a picture of the damaged mirror You would think that would be protocol to provide evidence of damages The repair sheet doesn't even say replaced damaged mirror it says customer asked to have mirror replaced The paperwork I received did not have damages marked or gave a description of the damages A cracked mirror also damaged the motor I don't believe that My original bill dated 8/8/15 had charges of $77.64 then I get a bill mailed to me dated 8/8/15 with additional charges for a total of $460.93 minus the $77.64 No I did not want to see just a damaged mirror that was not on the van
Final Business Response /* (4000, 10, 2015/09/03) */
Contact Name and Title: Kathy [redacted] CRM
Ms. [redacted] choose to drop the rental vehicle off after hours. Typically rental customers return the vehicle during normal business hours at which time the vehicle is inspected by both the customer and an employee. Since the vehicle was dropped off after hours, the contract states that she is responsible for any and all damages found on the vehicle until the vehicle has been checked in by an employee. Damage was found on the passenger side mirror at which time she was contacted and informed about the damage that was found. Once the vehicle was taken into the shop, the repair required the replacement of the entire mirror. Out of customer satisfaction Evans Toyota discounts the labor rate to help hold down the cost. Ms. [redacted] has already filed and been sent a refund check from her auto insurance company regarding this repair and she is currently disputing her credit card charges. The vehicle was damaged during the rental period that Ms. [redacted] had the vehicle. She is responsible for the repairs to the vehicle and has received reimbursement for the damages done on the vehicle from her insurance company and continues to dispute the credit card charges.
OFFER:
Evans Toyota will refund her credit card once she drops off the payment she has received for reimbursement from her auto insurance to cover the damaged passenger side mirror.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@evanstoyota.com
Evans Toyota apologizes to Mr. [redacted] that he longer feels the repair done on May 2, 2015 was needed. Mr. [redacted] was experiencing...
several different concerns with his brakes when he brought his vehicle to Evans Toyota service department. On May 8th, during a conversation with the Parts and Service Director, Mr. [redacted] agreed that the repairs Mr. [redacted] authorized on May 2cd were needed and completed properly, however he was still hearing a squeaking noise while driving between buildings in the downtown area. The Parts and Service Manager agreed with Mr. [redacted] that since one of the concerns was a squeaking noise and Mr. [redacted] was still hearing the squeak, Evans Toyota would perform additional diagnostics on his vehicle along with placing Mr. [redacted] in a rental for the day in an attempt to duplicate the noise. The technician did duplicate the noise which required an additional repair of $187.62. Evans Toyota covered the expense of this repair due to fact Mr. [redacted] felt Evans Toyota did not address all his concerns.
Mr. [redacted] is now asking for a refund for all the work performed on May 2, 2015 at Evans Toyota. Evans Toyota, out of goodwill and customer satisfaction will refund Mr. [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not needed. The labor charge associated with this job was $410.30 which included replacing the rear axle seal and rear brake job. Mr. [redacted]'s coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr. [redacted] is requesting. The cost of the repair done on May 8th totaled $222.62 (repair plus rental charges), leaving a balance of $111.92. Mr. [redacted] will have a service credit in the amount of $111.92 for future service repairs.
I have email you a copy of the repair bill from the May 2, 2015 repair. Please let me know if you require any additional information.
OFFER:
Evans Toyota, out of goodwill and customer satisfaction will refund Mr. [redacted] the balance of the labor charges involved with the rear axle seal leak which is what he feels was not needed. The labor charge associated with this job was $410.30 which included replacing the rear axle seal and rear brake job. Mr. [redacted]'s coupon discounted this amount by $75.76, leaving the total labor charges at $334.54, which is the amount that Mr. [redacted] is requesting. The cost of the repair done on May 8th totaled $222.62 (repair plus rental charges), leaving a balance of $111.92. Mr. [redacted] will have a service credit in the amount of $111.92 for future service repairs.
Initial Consumer Rebuttal /* (2000, 8, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After days of debating, Evans Toyota paid a small portion of a refund.