Toyota of Boerne

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I AM NOT SATISFIED IN ANY WAY WITH TOYOTA OF BOERNE !!!!!
Regards,
[redacted]

I am sorry to hear that Mr. [redacted] felt that there was a discrepency in the pricing.  I asked [redacted] to call Mr. [redacted] to review his contract.  They spoke today and [redacted] reported back that the financing issues were all resolved.  Mr. [redacted] did raise some concerns about the condition...

of his vehicle.  We agreed to assist in the repair and he is bringing it in on Saturday. We understand that the purchase of a vehicle is a big investment.  We are happy to answer all questions and address any concerns our customers may have.

Tell us why here...First off we would like to apologize to [redacted].  She and her family are great customers and we value their business.  This is a very unfortunate situation and I understand why [redacted] is upset.  She purchased a 2015 Rav 4 and at delivery the sun visor had water...

stains and the passenger visor light was not functioning.  Although we did address the visor concerns we were unaware that the sunroof drain tubes were clogged which is what caused the water to back up and come into her car.  Toyota is known for their reliability and quality build and this is not a usual situation.  Upon a thorough investigation we identified the problem and corrected it.  We also cleaned the headliner, pillars and carpets to remove any water or water stains.  We feel confident that the sunroof concern has been addressed and corrected.  Our Service Manager, [redacted] is inspecting the vehicle and it should be ready for pick up today June 20, 2015.    We are refunding the cost of the Remote Start that [redacted] paid for as it was not compatible with her Rav 4.  [redacted], our Accessories Manager is personally handling the refund for her. I will be in contact with [redacted], I wanted to speak with her and apologize in person. I want to assure [redacted] that our goal is to get all concerns resolved quickly and to her satisfaction. My goal is to make [redacted] whole and rebuild her confidence in Toyota of Boerne and her new Rav 4.

Mr. [redacted] was taken out of the Toyota of Boerne customer data base and placed on the DNC list back in December 2013 when he initially requested to not be contacted.   The [redacted] were contacted by an outside marketing firm in October 2014  and Mr. [redacted] then  filed a...

complaint  with Toyota  against Toyota of Boerne.   On October 11, 2014 we contacted the marketing firm and requested that they remove the [redacted]s from their list  and we provided Mr. [redacted] with the contact number of the marketing firm so he could elect to  "opt out"  of further correspondences.  Toyota of Boerne respects Mr. [redacted]'s request not to be contacted and he will not be contacted again.

Complaint: 11434589
I am rejecting this response because: I had my truck appraised at an independent Toyota dealership since I work for [redacted] in the purchasing department I figured it to be unethical to do my own appraisal. All of this was explained prior to me making the 2.5 hour trip. Whether they own up to this fact is an ethical decision for [redacted] and his team.  There are 20 plus phone calls to [redacted] to ensure I would not be wasting a trip and taking time away from my family. I was assured they would honor the appraisal and was told once I arrived that they couldn't because a "they were giving me such a good deal on the new truck".  I obviously would not have gone to the bank to get cash, get the title, drive 2.5 hours and completely make up the fact they said they would honor the appraisal. In fact after I left furious they called back to offer more money for my trade. These guys lie to get a customer in the door. Shame on their tactics and although no one will be held accountable my only recourse appears to be to share my story with anyone that will listen. I would NEVER have made the drive if I wasn't assured the trade was not going to be a problem. 
Regards,
Nash Good

Complaint: [redacted]
I am rejecting this response because this problem should have been detected and corrected by Toyota of Boerne during the Nov 15 Texas state inspection of my vehicle (coincidentally the same month the extended warranty expired).  The vehicle is only driven on the weekends, and I can unequivocally state the problem Toyota of Boerne "detected" during my recent visit to their facility was the same problem that existed at that time (Nov 15).  The service department at Toyota of Boerne appears to be in the business (now) of recommending repairs to maximize their profit margin (e.g. as was the case with the erroneous recommendation to replace my brake fluid), vice providing customer service.  Their resolution to do ABSOLUTELY NOTHING to provide ANY FORM of compensation for a problem that CLEARLY SHOULD HAVE BEEN DETECTED in Nov 15 only proves my point regarding their lack of customer service.  If the Revdex.com of Texas cannot resolve this issue to my satisfaction, I will have to obtain resolution via other means.
Regards,
[redacted]

This letter responds to your January 3, 2017 letter. Ms. [redacted] at Toyota ofBoerne states that Mr. [redacted] will be contacting me "to set up an appointment for thebrake repair." Mr. [redacted] has yet to communicate with me, but I look forward to resolving thismatter promptly. Until then, it would be appreciated if Ms. [redacted] or Mr. [redacted] couldconfirm, in writing, that replacing the worn front brake pads will be completely covered underthe warranty. Thank you.

I am sorry that you are unhappy with your preowned  Corolla.  We would be happy to reinspect your Corolla in accordance with certification standards.  If your Corolla tires do not meet certification standards we will any tires that do not meet specifications.   However if...

the standard replacement  tires does not meet your standards you will be responsible for paying the difference.   I will have our Make Ready Department contact you for an appointment  so we can inspect your vehicle and verify tire depth.

Mr. [redacted] has every justification to be angry with Toyota of Boerne.  He has no faith that we will stop contacting him and I understand why.  On behalf of the dealership I have continuously apologized but have not corrected the problem.   I know that I have personally contacted all marketing agencies that we do business with us and asked them to place the [redacted]s on the DNC list.  The email the [redacted]s received last week was a follow up automatically generated before the system updated and  has since been deleted from the system.    It seems a shallow attempt to apologize  agian or say that the [redacted]s will never be contacted by Toyota of Boerne again.  I sincerely hope that I have put an end to all contact with Toyota of Boerne.

Please refer to the email sent to you on Saturday, October 11, 2014 with the information to opt out.    We have removed you from all customer contact lists and contacted all marketing firms.  You should no longer  be contacted by Toyota of Boerne or receive any mailings from outside marketing firms.  I am trying in earnest to get this matter resolved, I  do realize you have no confidence in what I say.    On behalf of Toyota of Boerne I apologize to you and your family for the unwanted solicitation and the frustration this has caused you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Tell us why here...  Sometimes a diagnostic can be tricky. At Toyota of Boerne our mechanics are trained Toyota technicians that have the best available diagnostic tools and resources available.  Having said that  as hard as we try we can make mistakes.  We are very...

concerned about the safety and well being of our customers.  If we don't fix it right the first time we want to work with our customers until their concerns are addressed to their satisfaction.  We apologize to Ms. [redacted]. We understand not having a/c in Texas is upsetting.  Ms. [redacted] brought her car in on Sunday and [redacted], our Service Director reviewed her history and evaluated what needed to be done.  We felt that the best course of action was to replace the compressor.  We did replace the compressor with no charge to Ms. [redacted].  Her vehicle is ready to be picked up and will be blowing cold air!  We apologize for Ms. [redacted]'s inconvenience and frustration.  We value her business and want to maintain a working relationship with her.

Tell us why here...We are currently working with our customer to come to a mutually acceptable concern resolution.   I will update the Revdex.com ince we have made a decision and we can move forward with the resolution.  Our General  Manager, [redacted] is actively involved with this case  and is speaking with our customer.

Tell us why here...I understand your disappointment and I am sorry that we will not be able to come to an equitable solution.  We have also invested time and money based on the assumption that we had agreed on a price.  You had a window of opportunity extended to you  which you declined.   Once you decided to walk away we felt that it is in the best interest of both parties not to sell you the truck.  Once again I apologize that this is not the outcome you are seeking.   I thank you for your time and I sincerely hope you find the truck you are seeking.  We will contact you so we can return your $500.00 deposit.

We are  always happy to do warranty work because we get paid to do so.  When dealing with an extended warranty company we have to submit for  approval prior to doing any work.  The extended warranty did pay for the antenna repair but did not approve the headliner.  We...

offered to try to clean it but  we will not replace the headliner.    I recommend that Mr. and Mrs. [redacted] talk to the warranty company directly and ask for assistance.