Toyota of Colchester

Complaint ID#: [redacted] Company Name: Toyota of Colchester Company Contact Name: [redacted] Company Contact Phone: ###-###-#### Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): **No Response [redacted] Complaint Information: [redacted] did leave us a $depositI understand the complaint and agree to refund the depositI will try to send a check but I may need [redacted] to stop in to sign for the refundI will contact him personally if this is the caseRegards [redacted] Sent on: 8/18/9:48:AM

Started my quest for a new car at your dealership last WedHad planned on visiting dealers that dayMet Bob S*** and told him the make, color and options I was looking forHe went out to the lot and actually brought back the exact car I was looking forAfter giving me discounts and a decent price for my trade-in, it came in less than I had budgeted My search was doneThanks to Bob and the crew at TOCI will be back and will recommend you to my friends

Complaint: ***
I am rejecting this response because:
1.) *** *** states "The service manager *** and service writer
have no knowledge of the light coming back on a third time and clearly no
additional attempts were made to have the vehicle looked at again." This in untrueI have a telephone company call log in my possession indicating that on Monday, July 14th at 2:45pm, I placed a call to Toyota of Colchester and had a five minute conversationIt was with none other than ***, the Service ManagerThe receptioist gave me his name upon request and then connected meHe picked up immediatelyI told him my story (as depicted in my original complaint) and he said he would look into the matter and promised me a call back with a plan to move forwardI asked if he would be calling me back personally and he said no, he would have *** (the service writer) call me back*** ***'* reply to my complaint is based upon hearsay from *** and ***I did not tell *** about the third lighting of the CHK ENG light because I wanted to speak directly to the Service ManagerDid *** forget about my call? Did it get lost on ***'s desk? Did *** decide to ignore my problem? I know only that I made that call and have evidence to prove it.*
2.) *** *** states that I "returned weeks later with a check engine light
on which again came up as a small *** leak again." In other words, the second analysis showed that it was the same problem as the first analysisYet I was charged for that second computer analysisI protested and negotiated a 50% discount on the second analysisFact in point: Toyota of Colchester was not affording me the benefit of standard practices, which is if the analysis indicates same problem - no charge for the new analysis
3.) *** *** posits that "the hose may have come loose after the canister
was installed." This hose is referred to as the "*** Test Port" and it is from here that smoke tests are performed*** *** has admitted that Toyota of Colchester performed such smoke tests from the very first repairI have owned the vehicle for years and this hose has never "come loose" before or, for that matter, since the second repair shop affixed it nearly two months agoIt is secured by a strong spring-clipTo me, it is obvious that a Toyota of Colchester technician neglected to re-attach it after testingIn fact, it could have been left unconnected following the first vist, which would have resulted in the CHK ENG light coming back on the second timeWhich means that the replacement of the canister (a nearly $part) might not have even been necessary!
In conclusion, let me say this: *** *** states that, "We do apologize for any inconvenince ** *** may have suffered". His entire reply to my complaint admits absolutely no wrong-doing, so why is he apologizing to me? Is it for the shoddy work his shop performed? Is it because he has a Service Manager who is being less than truthful about his telephone conversation with me on July 14th? This is not a frivolous complaint and the deeper we get into it, in my opinion, the worse it gets
*NOTE TO Revdex.com REPRESENTATIVE - Please email to me a mailing address so that I may send you a redacted copy of the aforementioned telephone call log
Sincerely,
*** ***

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

[redacted]
Toyota of Colchester
[redacted]
###-###-####
[redacted]
In response to the complaint, [redacted] brought his 2003 [redacted] into our shop with a check engine light on. We diagnosed the problem...

as a small [redacted] leak. To determine the exact cause of the leak we forced smoke into the system to see where it was leaking from. The technician noted that the smoke was leaking through the fuel filler neck area. The technician repaired the leak and cleared the codes and [redacted] picked up his vehicle with a bill for 1 hour which included the repair and the diag fee. Normally the diag fee is in addition to the repair time. He returned 2 weeks later with a check engine light on which again came up as a small [redacted] leak again. We ran the smoke test again which did not show any any leaks so we determined the charcoal canister was faulty which is not uncommon with vehicles over 228000 miles. [redacted] approved the repair and we ordered the part. When the part arrived [redacted] came back in so we could install the part and clear the codes all of which was done for 1.5 hours even though the repair requires more time to complete. At this point it should be noted that we warranty our work for 12 months or 12000 miles and "comebacks" are very common in the automobile business although we do our best to fix a car right the first time. The service manager [redacted] and service writer have no knowledge of the light coming back on a third time and clearly no additional attempts were made to have the vehicle looked at again. From reading the statement it sounds like the repair was correctly diagnosed but the hose may have come loose after the canister was installed. If we had the opportunity to repair the hose we certainly would have. That is our policy. It is not our policy ,however, to refund repair bills for work that was correctly diagnosed. We do apologize for any inconvenince [redacted] may have suffered but we will not be refunding any labor costs or computer analysis charges.
9/3/2014 1:33:59 PM

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.
Sincerely,
[redacted]

Complaint ID#:


[redacted]


Company Name:


toyota of colchester


Company Contact Name:


[redacted] or [redacted]


Company Contact Phone:


###-###-####


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


[redacted]


Complaint Information:


[redacted], We agree to refund $100 towards the repair costs associated with the vehicle. We again offer our apologies for not returning a phone call. We appreciate your business and sincerely hope to see you again for your car care needs.


Sent on:


9/17/2014 10:41:40 AM

Complaint ID#:
...



[redacted]


Company Name:


Toyota of Colchester


Company Contact Name:


[redacted]


Company Contact Phone:


###-###-####


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


**No Response**


Complaint Information:


[redacted] did leave us a $200 deposit. I understand the complaint and agree to refund the deposit. I will try to send a check but I may need [redacted] to stop in to sign for the refund. I will contact him personally if this is the case. Regards [redacted]


Sent on:


8/18/2014 9:48:30 AM