TJ Toyota

Mr*** arrived at dealership 1/8/with Toyota Tundra requesting programming of a used transmitter supplied by the customerAfter attempts to program the used transmitter, dealer informed Mr*** that it would not accept programmingDealer offered to program a new transmitter
Informed Mr*** that a new transmitter would be at his expenseCustomer approved programming of the new transmitterDealer attempted to program the new transmitter and discovered that it also would not accept programmingInformed Mr*** at that time that a problem existed within his vehicle that was preventing programming of either transmitterCustomer inquired as to the nature of the problem and was informed that it would take additional time to diagnose(Diagnosis of the unknown issue would be at the customers expense.) Customer was unsatisfied with dealer responseInsisted that it was Dealer's responsibility to determine the problem at no chargeDealer declined to offer additional diagnosis at no chargeInformed that he would indeed be charged for our unsuccessful attempt to program both transmittersMr*** was not satisfied with our service, but did pay his bill, and left without incident

In response to a complaint filed by *** ** *** we offer the following response along withsupporting documents.November 9, 2016- Mr*** arrived at our repair facility at 11:40am for an appointment scheduledfor 12:30pmOur Service Advisor explained that his appointment was at 12:and
that we would notbegin work on his vehicle until after our scheduled noon breakMr*** chose to wait.At approximately 12:50pm our technician took the vehicle for an initial road test to confirm Mr.***'s concernsFollowing the road test, the vehicle was placed on a lift for a visual inspectionOur technician noted numerous mechanical issues with the vehicle, some directly related to Mr***'sconcerns, some not relatedAt that time, our Service Advisor escorted Mr*** to the shop to showhim all of the issues that had been foundSpecific to his concerns, it was noted that the rear wheel bearings as well as the rear differential were exhibiting noise indicative of wearOur Advisor asked Mr.*** if he would like us to continue a visual inspection of the vehicle and he indicated that he would like us to do soApproximately minutes after that, Mr*** indicated that he could wait no longer,and instructed us to make no further inspection of the vehicleAt that time, our Service Advisor completed a detailed list of all issues that we had observed with the vehicle, along with our recommendationsMr*** did not want to wait for us to provide estimated cost of repairsOur Service Advisor invoiced the repair order, explained all itemized recommendations, and collected ourdiagnostic fee, $110.16, for hours of our timeMr*** paid his bill and signed the invoice,acknowledging all recommendations and that he had chosen to have no repairs completed at that time.November 28, 2016- Mr*** contacted our Service Department inquiring if we would be willing topress new wheel bearings in the front spindles if he removed them from his vehicle and provided parts,purchased elsewhereWe indicated that we would be willing to do soMr*** had the spindles andnew bearings delivered to our Service DepartmentOur technician initially noted that the parts provideddid not include snap rings necessary for completion of repairHe also noted that the tone rings maybe come damaged during removal from the spindle due to accumulation of rustMr***authorized replacement of snap rings onlyOne of the wheel bearings provided by Mr*** wasdamaged during installationIn the interest of goodwill, we provided a new wheel bearing at no chargeto Mr***Mr*** was charged the price of actual labor time invested, as well as the additionalcost of snap rings, total- $Mr*** questioned the cost of labor and was shown actual timestamps on his repair orderAt that time, he paid the bill and left the dealership.It should be noted that Mr***'s initial concern was a noise from the rearThe repairs that wecompleted addressed the recommendation for front wheel bearing replacement and of course wouldnot have had any affect regarding his concern of the rear end noise.Mr***'s vehicle is in need of numerous repairs of varying severityAll of the items that were foundare documented on the attached invoiceThe list of items is as follows Rear shocks leaking, both siderear leaf springs are broken, power steering fluid loss at the steering rack and lines, outer tie-rods areloose due to wear, all tires are in poor condition, exhaust system is leaking at all major components dueto corrosion, parking brake pivots and cables are seized due to corrosion, rear differential plug is seizeddue to corrosion, left front wheel bearing is loose due to wear, front sway bar bushings are loose due towear, upper ball joints are torn, engine timing belt is original to vehicle and should be replaced.It is our thinking that Mr*** has been treated and billed fairlyOur Service Manger has discussedthis at length with Mr***At this time we offer no further consideration to resolve Mr***'scomplaint.Mike ***Service/Parts ManagerTJ Toyota, Inc