Toyota of Greensburg

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.To address their response.1stI've had my truck in there four times for the same issue.2ndMy truck never made a "howling noise" it was a chirping noise, which is ongoing.3rdComplaints were made after the wheel bearing was replaced and chirping noise continued.4thComplaints were made to both Service mgr and Service adviser about the swirl marks and the unnecessary replacement of wheel bearing and that I wanted refunded.5thThe responding business has failed to attached the invoice from first visit in which I was charged $to clean the "excessive rust" off the rotor and has not attached the the invoice from the 4th visit were a alleged divot was found on the rotor and was shaved offI also did not receive a copy of the invoice as stated by the Adviser that I would receive it in the mail.Attached are picture of the overfenders showing the swirl marks caused by their body shop using a bufferPictures taken 9/2/ Regards, [redacted] ***

Complaint ID [redacted] Dear Ms [redacted] ,We are in receipt of the Complaint filed by Mr [redacted] on August 7, We are quite disappointed to hear that Mr [redacted] believes his experience at our dealership was anything less than satisfactoryAs you might suspect, our goal is to make sure that all of our customers are treated in a professional, honest and fair mannerWe are exceptionally proud of our track record in this regard, but we recognize that there is always room for improvementIt is with this spirit that we considered Mr [redacted] ’s concerns.We have reviewed the allegations outlined in Mr [redacted] ’s complaint and have reviewed our records with respect to Mr [redacted] ’s purchase of a pre-owned Toyota Prius (the “Vehicle”) from Toyota of Greensburg (“Toyota”)Mr [redacted] purchased the Vehicle on May 9, Per the attached Buyer’s Guide, which was signed by Mr [redacted] at the time of purchase, the vehicle was sold “AS IS - NO WARRANTY”Mr [redacted] signed an additional form, which is also attached, stating that the vehicle was sold “AS IS” without warranty, and further stating that the “purchaser will bear the Entire Expenses of Repairing or Correcting Any Defect that Presently Exists or That May occur in the Vehicle”This form notes that the mileage at the time of purchase was 111,Mr [redacted] also reviewed and signed the Vehicle’s attached Carfax Vehicle History Report which detailed the Vehicle’s service historyFinally, Mr [redacted] was given the opportunity to purchase four different levels of warranty and insurance protection for the vehicle at the time of purchase, all of which he declined (see attached Option forms signed by Mr [redacted] ) Mr [redacted] returned to Toyota on July 14, 2016, and reported that the Vehicle was using excessive amounts of oilAt this visit the Vehicle mileage was noted to be 120,(miles more than at the time of purchase)Toyota inspected the vehicle and performed diagnostic tests to monitor the oil consumption of the vehicleThe tests revealed that the engine was consuming one quart of oil per miles of driving and the cause was stated as failure to oil control ringsThe manufacturer’s suggested remedy for this repair is replacement of the Vehicle’s short block engine at an estimated cost of $5200.Steve M***, General Manager, spoke with Mr [redacted] and shared our findings with himMr [redacted] offered the following options for resolving this issue:We secured the manufacturer’s agreement to pay 50% of the parts cost for repair of the Vehicle (replacement of the short block engine)Toyota of Greensburg will also share in the cost of parts and labor for the repair, leaving Mr [redacted] ’s total out of pocket cost at $This represents approximately $in good will on the part of ToyotaMr [redacted] offered to trade Mr [redacted] out of the VehicleMr [redacted] declined this offer because the payment was not acceptable based on his demands and needs.While we firmly believe our dealership has done nothing wrong in this instance, we are, nevertheless, willing to work with Mr [redacted] to resolve this issueOur good will offer stated above remains in effectShould you have any further questions or concerns about this matter, please do not hesitate to contact me.Sincerely,TOYOTA OF GREENSBURG Bill B [redacted] Attachments

Dear Revdex.com:Toyota of Greensburg is responding to case # [redacted] Customer states that he would like fully reimbursed for the wheel bearing and would like his wheel flares to be replacedCustomer never contacted Service Manager about having the wheel bearing refunded nor was he informed of having the wheel flares replaced as both of these issues were resolved for the customerCustomer has only spent a total of $to fix the problem "howling" noise on RO# [redacted] on 3/30/(attached)The howling noise was fixed by replacing the wheel bearingsCustomer did spend $for RO# [redacted] on 4/3/(attached)This charge was for a regular checkup of the vehicle including: state inspection, emissions inspection, front wheel alignment, rotate and set tires and state stickerService Manager will not refund customer for wheel bearing because it was needed to stop the "howling" occurring in the customer's vehicleService Manger will not replace the wheel flares because the wheel flare swirls were removed as per stated on RO# [redacted] on 4/15/(attached)Service Manager has talked to the customer several timesSM would like customer to come into dealership as he was offered so the SM can drive the vehicle to find the chirping noiseSM would also like to look at the wheel flares to see if swirls still exist on themIf so, SM will make judgment on the next step to fixing the problemSM is more than willing to help customer get all of the remaining issues resolved with the customer's vehicle as stated above and stated to customer on multiple occasions.Rob H***Service Manager [redacted] ***Customer Relations Manager

Dear Revdex.com:Toyota of Greensburg is responding to case # [redacted] Customer in question was brought into the dealership on October 12, at 4:PMCustomer spoke with General Manager and Customer Relations ManagerBoth managers joined the customer on a test drive to listen to the "chirping" noise in vehicleNoise could not be reproduced at this time to the severity at which the customer statesGeneral Manager is reimbursing the customer $for RO# [redacted] that is attachedThe noise was not fixed by this service therefore, the labor was not neededCustomer is very satisfiedCustomer was informed of the "open door policy" that we have at the dealership and hopes that if there are any problems, he will come back to talk to us directlyCustomer will be buying another Tacoma in a few years [redacted] ***Customer Relations ManagerToyota of Greensburg

Dear [redacted] , Toyota of Greensburg is responding to case # : [redacted] Unless a customer would inform us up front of poor credit situation (example: previous bankruptcy, low credit scores, etc), dealership would not operate under pre-qualify (profiling) practices and automatically run their credit as the first step towards building a vehicle deal Once we began vehicle negotiations (iePricing, term, rate) and arrived at the credit application portion of the process where customer credit scores were determined, we informed customer of rate qualifications which customers were unsatisfied withAt that time, the customer terminated negotiationsWithout the customer's request, we did not proceed with submission to financial institutions Toyota of Greensburg is appreciative of the customer's feedback so that we were able to learn about their experienceWe apologize that customer was not satisfied with their visit here, because customer service & satisfaction are our priorities Sincerely, [redacted] General Manager Toyota of Greensburg

The New Toyota Lifetime Limited Powertain Warranty provided by Toyota of Greensburg follows Toyota’s factory powertrain warranty The warranty agreement provided to Mr [redacted] at the time of purchase specifically states that it covers the transmission and transaxle case and all internal parts, torque converter, clutch cover, transmission mounts, transfer case and all internal parts, engine control computer, seals and gaskets The failed part on Mr [redacted] s Tacoma, a transmission cooler line, is an external part which is not covered under factory powertrain warranty

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] ***

We have reviewed Toyota of Greensburg’s interactions with Mr [redacted] and, based on our thorough investigation of this matter, we have no reason to believe that Toyota of Greensburg falsely advertised or engaged in bait and switch tactics Mr [redacted] received a $1,discount from MSRP, in addition to another discount of $towards his trade value Mr [redacted] then attempted to redeem a coupon for an additional $1,discount from his travalue Unfortunately, the coupon he attempted to redeem very clearly stated it is “not valid with any other promotion or advertised special.” As such, it could not be combined with the other specials and discounts he had been offered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** *** ** ** *** *** *** ** * *** ** *** *** ** *** *** *** ** *** ***
I had the car less than weeks, an it went through quarts of oil, they sold it to me like that, there is paperwork stating that the previous owner thought there was a oil leak,,the service dept told me I had 3month or miles warranty, I told them about the oil well before the miles was up, this dealership has been sued plenty of times, for doing bad business, I contacted a attorney about this, an she has had cases against this dealership.all I want is what is fair, I already spent over dollars in oil for this car,.I dont have dollars to spend, I have years of a month payments on a car that proboley wont last another yearI would need a rental which would cost me hundreds of dollarsI can afford - dollars out of my pocket , that all I have.t he day I was out there at toyota people that work for mr *** said that he should fix it, an these are people that work for him..MR *** stated he sells cars a month, but cant pick up a dollars for a customer that trusted this company, I wish I would of read the reviews on this business,I would of went else where, .I hope the Revdex.com can help me resolve this , please dont let this business get away with this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.My primary complaint with the dealership has been the horrific customer experience that I was given during the week that my car had broken downThat I received multiple and inconsistent reports over the days that my vehicle was in their care was my biggest concern.Toyota responds that this is because I spoke to multiple individualsHaving worked in multiple service positions (including a call center representative) I fail to see how this is an adequate excuseThe dealership does, after all, possess a computer system that should contain all the notes and information regarding my accountHow is it that the multiple individuals I spoke to did not have access to this information? Or are they saying that they do not have a system like that in place and are not organized? How is that one day I was told one piece of information and the next I was told something different? How is it that I was told that my car had been driven on Tuesday and when I spoke to the head of service on Thursday he had no idea what I was talking about? Did they make that piece of information up? Just like when I was told about there being codes the one morning, but the "official" response says there were never any codes? In their response, Toyota presented at least one piece of information without the appropriate context or omitted some details altogetherYes, they did get me a loaner carThey neglected to mention that I received the loaner car on day of my issue and only after I had contacted their corporate officeI would have asked about a loaner car the first day when I knew that the issue with my vehicle was still undiagnosed except that Toyota did not contact me to let me know thatToyota also mentions that I spoke to multiple individuals but neglected to mention that that was due to repeatedly being told I would receive communications that did not happenThey also fail to mention in their response why on Wednesday I was told they were not going to test my gas due to the lateness of the day they changed their minds and went ahead with it "late last night" (exact words of the head of service when I spoke to him Friday morning)Is it a coincidence that they changed their minds after being contacted by *** after I began the claims process because of the supposed bad gas that they had sold me? They also failed to mention that they refused to speak to the *** claims representative both time she contacted Toyota of Greensburg for information regarding the gasoline.Also, I reject the following statement "Once the issue was resolved she was provided with an explanation" as all I was told when I went to get my vehicle and asked for an explanation was the story that they had flushed my gas so now everything was fineThe explanation of what happened to my vehicle as Toyota provided in their response to my Revdex.com complaint contains information that I had not received from the dealership during any of the conversations I had throughout the week of the issue.Overall, Toyota's response is an excellent example of a dealership trying to deflect the blame from where it truly lies. I truly love the line about how they are proud of their track recordTheir track record with me prior to this specific incident includes having two separate technicians lie to me to try and get me to buy tires and brakes during my previous lease of a RAV4.At this point in time I do not trust this dealership and refuse to do business with them again after my lease is upI have made my story known to several people and will continue to discourage people from going to this dealershipIt is clear to me that Toyota refuses to acknowledge that the customer service that I experienced from their service department was deplorable and that they have put me through a horrific experience both mentally and physically (the stress causing migraines as I waded through the mess) as well as cost me several days confusion as I tried to arrange for transportation since I did not receive a loaner car until the third day of my situation
Regards,
*** ***

Dear Revdex.com:Toyota of Greensburg is responding to case # ***.Included are all invoices of the customer's service history since 04/19/There will be no reimbursement offered for the wheel bearingsThe Service Manager would like The customer to return with the vehicle when.the chirping noise is occurring and can be duplicatedThere will be no assistance on the fender flare replacementThe picture of the swirls that was attached from the customer is not the result of a repair from the dealershipThe concern of swirls in the photos is from sun oxidation to the plasticThe Service Manager inspected several units on the lot with identical swirl marks only to find that all were the same age as the customer's vehicleThe Service Manager is more than willing to assist the customer in resolving the remaining chirping noise in the vehicleThe customer must bring in the vehicle when the chirping noise is evident so the Service Manager can hear and assess the problem so that the final issue can be resolved.Customer Relations ManagerToyota of Greensburg

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Dear Revdex.com:Toyota of Greensburg is responding to case # ***.Included are all invoices of the customer's service history since 04/19/There will be no reimbursement offered for the wheel bearingsThe Service Manager would like The customer to return with the vehicle when.the chirping noise is occurring and can be duplicatedThere will be no assistance on the fender flare replacementThe picture of the swirls that was attached from the customer is not the result of a repair from the dealershipThe concern of swirls in the photos is from sun oxidation to the plasticThe Service Manager inspected several units on the lot with identical swirl marks only to find that all were the same age as the customer's vehicleThe Service Manager is more than willing to assist the customer in resolving the remaining chirping noise in the vehicleThe customer must bring in the vehicle when the chirping noise is evident so the Service Manager can hear and assess the problem so that the final issue can be resolvedCustomer Relations ManagerToyota of Greensburg

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the dealerships response. It states "The complainant did in fact speak to Toyota of Greensburg's internet sales department, which confirmed for the complainant, that the vehicle in question was a double cab." This is a lie, they confirmed that the vehicle was still in stock but never told me it was a double cabI would not have driven an hour to look at itI spoke to Greg Nalevanko, he is a sales managerWhen I got there I asked to see him, but of course he was busy, so they turned me over to a salespersonEven when the managers knew there was a problem none of them ever came over an explained the situation to usThis is bad managementAs for the picture, yes the picture was correctI however, till the salesperson pointed it out, did not know the difference in what a double cab or the crew looked likeI have been on other dealers websites and they do show double cabs as well as the crew maxListing it as a crew cab is very deceiving
Regards,
*** ***

Dear Revdex.com:Toyota of Greensburg is responding to case # ***Customer in question was brought into the dealership on October 12, at 4:PMCustomer spoke with General Manager and Customer Relations ManagerBoth managers joined the customer on a test drive to listen to the "chirping" noise in vehicleNoise could not be reproduced at this time to the severity at which the customer statesGeneral Manager is reimbursing the customer $for RO#*** that is attachedThe noise was not fixed by this service therefore, the labor was not neededCustomer is very satisfiedCustomer was informed of the "open door policy" that we have at the dealership and hopes that if there are any problems, he will come back to talk to us directlyCustomer will be buying another Tacoma in a few years.*** ***Customer Relations ManagerToyota of Greensburg

Complaint ID *** ***Dear MsEdwards,We are in receipt of your correspondence regarding Mr***’s continuing concerns about the Vehicle, All of his concerns were addressed in my prior correspondence, with the exception of his need for a rental car while his vehicle is being repairedIn addition to our previous offer, Toyota of Greensburg will provide a free loaner vehicle for Mr***’s use while his vehicle is in our shop for repair.I do not feel that this is the appropriate place to address Mr***’s claims regarding Toyota’s sales figures, statements made by non-management personnel, alleged litigation or customer reviewsHowever, as Vice President of the Company, I will be happy to meet with him in person to address these concerns.As stated previously, Mr*** bought the vehicle “AS IS - NO WARRANTY” and signed the legally required documentation provided in our prior responseThe CARFAX Vehicle History Report, which was also reviewed and signed by Mr***, indicates that *** *** *** in *** ** performed service on October 26, which included engine oil/fluid leak checked”Toyota of Greensburg has no specific knowledge of the nature of this repair, but can confirm that the Vehicle did not have an “oil leak” when we sold it to Mr***Mr*** returned to the dealership complaining about an oil leak after putting over miles on the VehicleAt that time we diagnosed the problem and worked with the manufacturer to secure the best possible repair option for Mr***.Toyota of Greensburg has offered the following remedies (new information is in bold):We secured the manufacturer’s agreement to pay 50% of the parts cost for repair of the Vehicle (replacement of the short block engine)Toyota of Greensburg will also share in the cost of parts and labor for the repair, leaving Mr***’s total out of pocket cost at $This represents approximately $in good will on the part of ToyotaI failed to note in my prior response that the new engine will include the manufacturer’s month, unlimited mileage warrantyWe will provide a free loaner vehicle while the vehicle in our shop for repairToyota is currently working on an agreement with a vendor that will provide financing for service workThese agreements generally allow for a one year financing agreement, interest free for the first months then charging interest on the balance for the remainder of the term, similar to a credit cardI am happy to discuss this option with Mr. *** if it would assist him in covering his share of the repairsWe offered to trade Mr*** out of the Vehicle, Mr*** declined this offer because the payment was not acceptable based on his demands and needs.While we firmly believe our dealership has done nothing wrong in this instance, we are, nevertheless, willing to work with Mr*** to reach a mutually agreeable resolutionNeither Toyota nor Mr*** anticipated this type of service issue with the Vehicle, however, Toyota has offered $in good will parts and service and a free loaner if he chooses to replace the engineWe feel this is a generous offer as we simply cannot cover the full amount of the engine replacement on a pre-owned vehicle that was sold “as is” with no warrantyOur good will offer stated above remains in effectShould you have any further questions or concerns about this matter, please do not hesitate to contact me.Sincerely,TOYOTA OF GREENSBURGBill B*** Vice President

Dear Revdex.com:Toyota of Greensburg is responding to case # ***Customer states that he would like fully reimbursed for the wheel bearing and would like his wheel flares to be replacedCustomer never contacted Service Manager about having the wheel bearing refunded nor was he
informed of having the wheel flares replaced as both of these issues were resolved for the customerCustomer has only spent a total of $to fix the problem "howling" noise on RO# *** on 3/30/(attached)The howling noise was fixed by replacing the wheel bearingsCustomer did spend $for RO# *** on 4/3/(attached)This charge was for a regular checkup of the vehicle including: state inspection, emissions inspection, front wheel alignment, rotate and set tires and state stickerService Manager will not refund customer for wheel bearing because it was needed to stop the "howling" occurring in the customer's vehicleService Manger will not replace the wheel flares because the wheel flare swirls were removed as per stated on RO# *** on 4/15/(attached)Service Manager has talked to the customer several timesSM would like customer to come into dealership as he was offered so the SM can drive the vehicle to find the chirping noiseSM would also like to look at the wheel flares to see if swirls still exist on themIf so, SM will make judgment on the next step to fixing the problemSM is more than willing to help customer get all of the remaining issues resolved with the customer's vehicle as stated above and stated to customer on multiple occasions.Rob H***Service Manager*** ***Customer Relations Manager

We are quite disappointed to hear that Ms*** believes her experience at Toyota of Greensburg was anything less than satisfactory. As you might suspect, our goal is to make sure that all of our customers are treated in a professional, honest and fair manner. We are exceptionally proud
of our track record in this regard, but we recognize that there is always room for improvement. It is with this spirit that we addressed Ms***’s concerns. We have reviewed the allegations outlined in Ms***’s complaint and have reviewed our records with respect to the service performed on Ms***’s vehicle. As noted on the Repair Order, Ms*** told TOG’s service advisor that she had filled her vehicle up at *** and shortly afterwards the vehicle jerked and made a loud noise while in drive, then stopped. This led the service advisor to suspect a fuel issue, and Ms*** was asked to verify that she did not mistakenly put diesel fuel in the vehicle. TOG’s service technician performed a multipoint inspection on the vehicle and ran diagnostic tests in an attempt to determine what was wrong with the vehicle. The vehicle did not exhibit any misfire or stored codes upon arrival and testing. Our technician followed proper repair protocol and opened a case with Toyota Technical Support. The diagnostic data list sent to Toyota Technical Support showed slight misfire in of the cylinders indicating the need to test the fuel. Results of the fuel sample test showed that the fuel was okay, however, the technician was concerned about the foul odor of the fuel and determined that it would be best to remove all fuel from the vehicle and replace it with known good fuel. Upon flushing the fuel system and replacing the fuel, followed by a road test of miles, the vehicle was running well and the technician determined that the issue was resolved. Toyota of Greensburg performed this repair within manufacturer and company guidelines. Regarding Ms***’s allegations of multiple and inconsistent stories as to what was going on with her car, our investigation revealed that she called our dealership repeatedly over the course of several days and spoke with several different associates during these calls. Because it took several days to diagnose and correct the issue with the vehicle, our associates were no able to answer all of Ms***’s questions during these calls. Once the issue was resolved she was provided with an explanation and a Repair Order which reflected the services that were provided by the dealership. Finally, with regard to Toyota Care Roadside Assistance, Toyota of Greensburg has no control over that service and unfortunately we cannot address or assist with those concerns. While we firmly believe our dealership has done nothing wrong in this instance, we are, nevertheless, saddened to hear of Ms***’s concerns. We at Toyota of Greensburg strive for excellent customer satisfaction, but we admittedly fell short on communications with Ms*** Because of this shortcoming, we provided Ms*** with a free loaner car and we did not charge her for the repair work and the new tank of gas, which resulted in good will in the amount of approximately $($for service and $for fuel)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
INDISPUTABLE- My vehicle was in your service department four times for the same issue and I have spent $and the issue continues.My vehicle did not have swirl marks on the overfenders or bumpers until after your body shop washed, applied cleaner and used a buffer on themI never stated that the swirl marks was the result of repair from the dealership as stated in your response.Sun oxidation does not cause swirlsOxidation fades plastic evenly.Attached are four pictures.1st Tacoma with oxidation on the overfendersNo swirl marks.2nd older Tacoma with oxidation on bumperNo swirl marks.3rd My Tacoma driver side rear showing bedrail plastic cap with no swirl marks and the overfender with swirl marks4th My Tacoma passenger side rear overfender was replaced in after accidentNo oxidation and there are swirl marks.As far as your service manager inspecting several Tacoma's on your lot, I find that hard to believe since according to your website your dealership has only nine used Tacoma's and the oldest one is a 2011.Your service department had four chances to fix the issue and I've spent $to have it fixed, which it never was and the issue continues.Your dealership need to take responsibility for the fact that you are wrong and after four visits for the same issue with a different explanations for each so called repair.I will not return to your dealership due to the incompetence of your service department and the stress that this is causing me and my family
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***