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 I do regret using profanity, but was pushed beyond my limits by the abusive attitude of the manager, who also cussed at me.Regards, [redacted]
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,
Our Dealership will gladly look over look over the noise without charging any diagnostic fee Please have the Client make an appointment with our Appointment Coordinator [redacted] and she will let me know when the customer is here so I can personally get involved
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. Regards, *** ***
*** I am not sure what our sales associate said or did not say, they are trained to sell the car only and request assistance on what they do not know. From what I can gather, no protocol operationally was different than any other typical timing belt/chain repair where diagnosis is required before repair is completed. However, in an effort to save time for all concerned I am willing to send the customer $to her response below. I will only send $ If you could confirm the mailing address I will have a check cut and sent to customer. Thanks - ***
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. The document they claim was provided that they attached to their response was not provided***, I sent you the ONLY document that was provided to me, which shows my initials that I received the documentI had a whole conversation, which I would swear to, that the used car manager, *** told us that any timing belt issues would be covered when I askedAlso, *** ***, the sales person we dealt with, said that he was positive it would be covered since the timing belt is part of the engineWe were misinformed in order to get us to buy a car and a warranty that did not include what was specifically stated by the sales people
The service department did not offer me a discountWhen I called to find out how much it would be for the diagnostic and to tell them that I had a company ready to tow the car to another shop, it took them minutes to even find the car, and an hour more to find the keys to the carI was told by ***, the service manager, that the car could then be picked up by my towing companyHe had told me because of all of the issues that had happened with the car, that he would make the manager, *** ***, aware of what had happenedI then asked him to ask *** to give me a callThe car was then towed to another shop (for $45.00) and I received a call from *** offered to have them look at the car and take apart the engine for free (which the day before by boyfriend had been quoted over $to do this by them) and then, once assessed they would discount work on itWell I told him I had already paid someone to tow the car, and if I had to get it towed back to the same shop again it would cost me another $45)He offered to tow it back to his shop for freeI told him that the other man had already started looking at it (for $68.00) and we could just see what the diagnosis was and go from thereHe agreedHe obviously is admitting some fault in the matter if he offered to tow, for free, and then take apart the engine, for freeAfter finding out that the other shop already fixed the timing belt, *** *** offered me $at their service department, which I did not accept because dealing with their service department had been overcomplicated and frankly, a nightmareThe lack of communication, which I told ***, was so unprofessionalHe agreed and apologizedThe service department lost a set of car keys for an hour and a half, which created issues for me getting the car towed and worked on and fixed that day.
They are incorrect that I was accidently charged a diagnostic feeI specifically told the man on the phone that I was told there would not be a chargeHe told me that was incorrect and before he would let the tow truck get the car, I had to pay the $I paid it but then asked that *** call me back*** called back and then told me he was crediting it back to my cardI waited for a week and it was not credited backI called him back and left a message asking that he call meThat the charge had not been credited back and that I was disputing with the credit card companyI did not receive a call backI called a second time and left another message about two weeks later asking for a call back; the charge had still not been credited backI called my credit company after that and they informed me that Toyota did not respond to the dispute so they were refunding my moneyThen, *** called back and I told him nevermind, that the credit card had already refunded my money because Toyota did not respond to the dispute in the allotted amount of time
They are also incorrect that they offered me several incentives to purchase a new vehicleMy boyfriend was the one purchasing the new vehicleI was not going to be on the vehicle at allI did not decline any car by the dealershipMy boyfriend could not qualify for a loan by himself on the car he would have wanted to get so they tried to pressure me into co-signingWhich they had done before and this time I told them I could not do because of financial reasons
Since we were offered for them to tow the car for free (which cost me $to have it towed somewhere else) and for them to take apart the car (for $356) and then offer a discount of doing the work, they obviously have admitted fault*** had apologized many times for all of the miscommunication at their office (losing the keys for an hour and a half and being misinformed about the warranty) and told me that he would be getting to the bottom of itSince Toyota says they record calls for quality assurance, I am sure they can pull the multitude of calls that were placed to and from them regarding this matterI will be requesting my prorated refund from *** Insurance, but I also feel the company does owe at least what they offered in the form of financial restitution.
Regards,*** ***
[redacted]
Reference [redacted]
We have reviewed the customers statement of the problem. We have determined that the document we provided [redacted] at the time of purchase clearly states that the timing belt is NOT a covered item. The client is accurate that this contract covers many items...
inside the engine, however; the timing belt is a maintenance item that requires periodic replacement. Attached is the document that we provided [redacted] at time of purchase. I have highlighted part of the exclusion policy that explains that the timing belt is not a covered item.
Our service department offered [redacted] a discount for any necessary repairs and also offered to waive any diagnostic charges. The client was accidentally charged the diagnostic charge, however; the client has since spoke with our service director and explained that she disputed the charge with her credit card company, the $95.00 has since been credited to the client.
Our dealership also offered to trade [redacted] out of her vehicle and offer her several incentives to help her purchase a new vehicle. [redacted] declined any dealership assistance.
[redacted] is entitled to a prorated refund for her extended warranty if she feels that it is of no value to her. Her investment of $1,846.00 for the service contract would be prorated based on the amount of time her vehicle has been covered under this contract and the remaining duration of coverage under the policy. If she is interested in learning what the refund amount would be she can contact [redacted] via email at [redacted]
I have reviewed this at length with the Business Manager that handled the paperwork and who has an impeccable reputation and he assures me that he was forthright and upfront with the Client. I feel very strongly about over communicating to Clients on what is and what is not covered as it relates to extended warranty contracts. Over one half of our Clients that purchase a car also purchase an extended warranty so I am trying to emphasize we are very careful in this process.
From:[redacted] (SC)
Sent: Monday, October 27, 2014 1:54 PM
To: [redacted]
Subject: RE: [redacted]
Below is the response I sent from the last Revdex.com request on 10.13.14. His refunds were sent to his lienholder for his service and...
road hazard.
It will not lower his payments in any way, if that is in question.
I received a request to cancel [redacted] Service and Road hazard on August 5 2014. He wanted them cancelled as of 07.14.14 and they were. I forwarded 100% of each of these contracts purchased price via check [redacted] totaling $3881.00 on 09.11.14. The fed ex tracking number is [redacted]. He did not request to cancel anything other than the service contract and road hazard contract.
Thanks
[redacted]
______________________________________________
[redacted]
Accounting Office
Greenville Automotive Group
Office: [redacted]
Fax: [redacted]
[redacted]
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. I do regret using profanity, but was pushed beyond my normal limits by the abusive attitude of the manager, who also cussed at me.Regards, [redacted]
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. Regards,[redacted]
The oil change was only $ [redacted]. The remaining charges were all related to replacing the power steering rack. A wheel alignment was done for [redacted]. Replacing right axle was [redacted]. Replacing power steering hose was [redacted] All of these repairs were related to replacing the power steering rack. These repairs were not as urgent as was stated . When I spoke with the General manager about my initial complaint, he said the service advisor was over zealous when he talked to me about getting the repairs done. I still feel the repairs were not as urgent as was indicated to me in December. My car does not drive as well as it did before those repairs ware done. It was making a noise on the right side when I made a sharp right turn. When I took it back in December, they said it was due to a printer that was in my trunk. That printer was in my trunk for at least 6-8 weeks before those repairs were done in December. Now, my car makes a noise when I make a left turn. The car did not make any noise on the front before the steering rack was replaced. I initially said I would never go back to this business., however, I would like for them to check out this noise w/o charging me. I feel they should not be "over zealous " in selling a repair job a customer and especially when the customer tells them they would like to return at a later date.
To whom it may concern: I spoke to Mr. [redacted] regarding why Toyota of Greenville was unable to honor the warranty. The ownership changed in December of 2010. Any lifetime warranty would be honored under the previous ownership. I provided Mr. [redacted] the contact of the individual...
handling these claims for the previous owner and advised that we contact me back and let me know the outcome! Thanks for the assistance. Mike O[redacted]General Manager Toyota of Greenville 864-[redacted]
To whom it may concern: My management team was unaware of this discrepancy and apologize that this happened! We appreciate our customers and take customer service VERY seriously! We would be happy to credit the difference back to the customer! I will have my service manager...
reach out to ensure this happens! Thanks for bringing to my attention. [redacted]General Manager
Our Dealership will gladly look over look over the noise without charging any diagnostic fee.
Please have the Client make an appointment with our Appointment Coordinator [redacted] and she will let me know when the customer is here so I can personally get involved.
Attention Revdex.com
On 12/16/2014 we performed multiple repairs to [redacted] 2005 Toyota Camry. One repair included replacement of the steering rack assembly. [redacted] invested $[redacted] for the steering rack replacement. The service visit also included an oil change, alignment, right front...
CV axle replacement, and a power steering return line. All above items were authorized by [redacted] prior to repair with her signature. Attached is a copy of the repair order including the clients signature giving us permission to perform above repairs.
I have highlighted the section of the repair order that itemizes charges for the steering rack that [redacted] is disputing. In an effort to satisfy the client, we refunded her in excess of the full amount of the steering rack because she felt that we were not forthcoming in regards to the severity and necessity of the repair. We believe that we were not guilty of any wrongdoing, however; we gave [redacted] a $[redacted] refund as a goodwill gesture. The difference of what we reimbursed [redacted], and her total repairs, are the other repairs that she authorized.
At this time, we have gone above and beyond what is required and would have thought that are first and only gesture would have been sufficient.
Sincerely
[redacted]
Toyota of Greenville
I did all of the above, spoke with [redacted] and the response was, "it's up to the used car department if they want to fix it." I took my car to [redacted] and just traded it in because I continued to get the run around with Toyota. I went upside with the trade in but I can say I feel more safe and a lot happier with my decision. Come to find out the used car service department examined and drove the 4 runner and immediately heard the popping noise, stated there was major problems in the front in and sent it straight to whole sale. Just wondering who is in the wrong here. I purchased a car that was pre certified and was honored. Went to Toyota numerous times and also called numerous times. No one from Toyota couldn't seem to find a problem or hear it when they drove it, but the first person too somewhere else did. So does the Toyota service department know what they are getting paid to do? All I would appreciate is the difference from what I paid for the vehicle and what nissan bought it for, so im no longer upside down for something that I don't believe is my fault. I've done all they have asked and still nothing has been done.
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]
Hi[redacted]
Below is response from [redacted], our Body Shop Manager, who has been with me about three years and who is well respected in the collision industry.
Although we had the wrong phone number to inform the Client of the tardiness which we accept responsibility. Due...
to this mistake, and the rush to get completed as the Client arrived, a final inspection was hurried and there was no time to make it right. The Client wanted her vehicle then and there.
We admit human error in not confirming the phone number or getting other phone numbers or an e mail to be able to communicate that the vehicle would not be ready due to a discovery in the installation process that a template was required as well. It is not so cut and dry when repairing a vehicle.
We were professional as usual and I would really like to assist if my folks were not so disrespected. I am in a bit of a quandary as I like to help those that do not use profanity with my Staff.
There is never any situation that requires any profanity only civility towards one another and we can usually find a solution 100% of the time.
As a goodwill gesture, I will make A ONE TIME offer of $350.
Let me know -
Thanks - [redacted]_________________________________
[redacted]
TOYOTA OF GREENVILLE
2686 Laurens Road – Greenville, SC 29607
www.toyotaofgreenville.com
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,
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 I do regret using profanity, but was pushed beyond my limits by the abusive attitude of the manager, who also cussed at me.Regards, [redacted]
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,
Our Dealership will gladly look over look over the noise without charging any diagnostic fee Please have the Client make an appointment with our Appointment Coordinator [redacted] and she will let me know when the customer is here so I can personally get involved
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. Regards, *** ***
*** I am not sure what our sales associate said or did not say, they are trained to sell the car only and request assistance on what they do not know. From what I can gather, no protocol operationally was different than any other typical timing belt/chain repair where diagnosis is required before repair is completed. However, in an effort to save time for all concerned I am willing to send the customer $to her response below. I will only send $ If you could confirm the mailing address I will have a check cut and sent to customer. Thanks - ***
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. The document they claim was provided that they attached to their response was not provided***, I sent you the ONLY document that was provided to me, which shows my initials that I received the documentI had a whole conversation, which I would swear to, that the used car manager, *** told us that any timing belt issues would be covered when I askedAlso, *** ***, the sales person we dealt with, said that he was positive it would be covered since the timing belt is part of the engineWe were misinformed in order to get us to buy a car and a warranty that did not include what was specifically stated by the sales people
The service department did not offer me a discountWhen I called to find out how much it would be for the diagnostic and to tell them that I had a company ready to tow the car to another shop, it took them minutes to even find the car, and an hour more to find the keys to the carI was told by ***, the service manager, that the car could then be picked up by my towing companyHe had told me because of all of the issues that had happened with the car, that he would make the manager, *** ***, aware of what had happenedI then asked him to ask *** to give me a callThe car was then towed to another shop (for $45.00) and I received a call from *** offered to have them look at the car and take apart the engine for free (which the day before by boyfriend had been quoted over $to do this by them) and then, once assessed they would discount work on itWell I told him I had already paid someone to tow the car, and if I had to get it towed back to the same shop again it would cost me another $45)He offered to tow it back to his shop for freeI told him that the other man had already started looking at it (for $68.00) and we could just see what the diagnosis was and go from thereHe agreedHe obviously is admitting some fault in the matter if he offered to tow, for free, and then take apart the engine, for freeAfter finding out that the other shop already fixed the timing belt, *** *** offered me $at their service department, which I did not accept because dealing with their service department had been overcomplicated and frankly, a nightmareThe lack of communication, which I told ***, was so unprofessionalHe agreed and apologizedThe service department lost a set of car keys for an hour and a half, which created issues for me getting the car towed and worked on and fixed that day.
They are incorrect that I was accidently charged a diagnostic feeI specifically told the man on the phone that I was told there would not be a chargeHe told me that was incorrect and before he would let the tow truck get the car, I had to pay the $I paid it but then asked that *** call me back*** called back and then told me he was crediting it back to my cardI waited for a week and it was not credited backI called him back and left a message asking that he call meThat the charge had not been credited back and that I was disputing with the credit card companyI did not receive a call backI called a second time and left another message about two weeks later asking for a call back; the charge had still not been credited backI called my credit company after that and they informed me that Toyota did not respond to the dispute so they were refunding my moneyThen, *** called back and I told him nevermind, that the credit card had already refunded my money because Toyota did not respond to the dispute in the allotted amount of time
They are also incorrect that they offered me several incentives to purchase a new vehicleMy boyfriend was the one purchasing the new vehicleI was not going to be on the vehicle at allI did not decline any car by the dealershipMy boyfriend could not qualify for a loan by himself on the car he would have wanted to get so they tried to pressure me into co-signingWhich they had done before and this time I told them I could not do because of financial reasons
Since we were offered for them to tow the car for free (which cost me $to have it towed somewhere else) and for them to take apart the car (for $356) and then offer a discount of doing the work, they obviously have admitted fault*** had apologized many times for all of the miscommunication at their office (losing the keys for an hour and a half and being misinformed about the warranty) and told me that he would be getting to the bottom of itSince Toyota says they record calls for quality assurance, I am sure they can pull the multitude of calls that were placed to and from them regarding this matterI will be requesting my prorated refund from *** Insurance, but I also feel the company does owe at least what they offered in the form of financial restitution.
Regards,*** ***
Hey [redacted]
Thank you. I do accept his offer and my mailing address is [redacted], [redacted]
Thank you,[redacted]
[redacted]
Reference [redacted]
We have reviewed the customers statement of the problem. We have determined that the document we provided [redacted] at the time of purchase clearly states that the timing belt is NOT a covered item. The client is accurate that this contract covers many items...
inside the engine, however; the timing belt is a maintenance item that requires periodic replacement. Attached is the document that we provided [redacted] at time of purchase. I have highlighted part of the exclusion policy that explains that the timing belt is not a covered item.
Our service department offered [redacted] a discount for any necessary repairs and also offered to waive any diagnostic charges. The client was accidentally charged the diagnostic charge, however; the client has since spoke with our service director and explained that she disputed the charge with her credit card company, the $95.00 has since been credited to the client.
Our dealership also offered to trade [redacted] out of her vehicle and offer her several incentives to help her purchase a new vehicle. [redacted] declined any dealership assistance.
[redacted] is entitled to a prorated refund for her extended warranty if she feels that it is of no value to her. Her investment of $1,846.00 for the service contract would be prorated based on the amount of time her vehicle has been covered under this contract and the remaining duration of coverage under the policy. If she is interested in learning what the refund amount would be she can contact [redacted] via email at [redacted]
I have reviewed this at length with the Business Manager that handled the paperwork and who has an impeccable reputation and he assures me that he was forthright and upfront with the Client. I feel very strongly about over communicating to Clients on what is and what is not covered as it relates to extended warranty contracts. Over one half of our Clients that purchase a car also purchase an extended warranty so I am trying to emphasize we are very careful in this process.
Thanks - [redacted]
_________________________________
[redacted]
General Manager
[redacted]
[redacted]
TOYOTA OF GREENVILLE
[redacted] [redacted]
[redacted]
From:[redacted] (SC)
Sent: Monday, October 27, 2014 1:54 PM
To: [redacted]
Subject: RE: [redacted]
Below is the response I sent from the last Revdex.com request on 10.13.14. His refunds were sent to his lienholder for his service and...
road hazard.
It will not lower his payments in any way, if that is in question.
I received a request to cancel [redacted] Service and Road hazard on August 5 2014. He wanted them cancelled as of 07.14.14 and they were. I forwarded 100% of each of these contracts purchased price via check [redacted] totaling $3881.00 on 09.11.14. The fed ex tracking number is [redacted]. He did not request to cancel anything other than the service contract and road hazard contract.
Thanks
[redacted]
______________________________________________
[redacted]
Accounting Office
Greenville Automotive Group
Office: [redacted]
Fax: [redacted]
[redacted]
We sent him a goodwill check for $1400 almost 10 days ago and had him sign off that would be the end of our good faith offer and he accepted -
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. I do regret using profanity, but was pushed beyond my normal limits by the abusive attitude of the manager, who also cussed at me.Regards, [redacted]
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. Regards,[redacted]
The oil change was only $ [redacted]. The remaining charges were all related to replacing the power steering rack. A wheel alignment was done for [redacted]. Replacing right axle was [redacted]. Replacing power steering hose was [redacted] All of these repairs were related to replacing the power steering rack. These repairs were not as urgent as was stated . When I spoke with the General manager about my initial complaint, he said the service advisor was over zealous when he talked to me about getting the repairs done. I still feel the repairs were not as urgent as was indicated to me in December. My car does not drive as well as it did before those repairs ware done. It was making a noise on the right side when I made a sharp right turn. When I took it back in December, they said it was due to a printer that was in my trunk. That printer was in my trunk for at least 6-8 weeks before those repairs were done in December. Now, my car makes a noise when I make a left turn. The car did not make any noise on the front before the steering rack was replaced. I initially said I would never go back to this business., however, I would like for them to check out this noise w/o charging me. I feel they should not be "over zealous " in selling a repair job a customer and especially when the customer tells them they would like to return at a later date.
To whom it may concern: I spoke to Mr. [redacted] regarding why Toyota of Greenville was unable to honor the warranty. The ownership changed in December of 2010. Any lifetime warranty would be honored under the previous ownership. I provided Mr. [redacted] the contact of the individual...
handling these claims for the previous owner and advised that we contact me back and let me know the outcome! Thanks for the assistance. Mike O[redacted]General Manager Toyota of Greenville 864-[redacted]
To whom it may concern: My management team was unaware of this discrepancy and apologize that this happened! We appreciate our customers and take customer service VERY seriously! We would be happy to credit the difference back to the customer! I will have my service manager...
reach out to ensure this happens! Thanks for bringing to my attention. [redacted]General Manager
Our Dealership will gladly look over look over the noise without charging any diagnostic fee.
Please have the Client make an appointment with our Appointment Coordinator [redacted] and she will let me know when the customer is here so I can personally get involved.
Attention Revdex.com
On 12/16/2014 we performed multiple repairs to [redacted] 2005 Toyota Camry. One repair included replacement of the steering rack assembly. [redacted] invested $[redacted] for the steering rack replacement. The service visit also included an oil change, alignment, right front...
CV axle replacement, and a power steering return line. All above items were authorized by [redacted] prior to repair with her signature. Attached is a copy of the repair order including the clients signature giving us permission to perform above repairs.
I have highlighted the section of the repair order that itemizes charges for the steering rack that [redacted] is disputing. In an effort to satisfy the client, we refunded her in excess of the full amount of the steering rack because she felt that we were not forthcoming in regards to the severity and necessity of the repair. We believe that we were not guilty of any wrongdoing, however; we gave [redacted] a $[redacted] refund as a goodwill gesture. The difference of what we reimbursed [redacted], and her total repairs, are the other repairs that she authorized.
At this time, we have gone above and beyond what is required and would have thought that are first and only gesture would have been sufficient.
Sincerely
[redacted]
Toyota of Greenville
I did all of the above, spoke with [redacted] and the response was, "it's up to the used car department if they want to fix it." I took my car to [redacted] and just traded it in because I continued to get the run around with Toyota. I went upside with the trade in but I can say I feel more safe and a lot happier with my decision. Come to find out the used car service department examined and drove the 4 runner and immediately heard the popping noise, stated there was major problems in the front in and sent it straight to whole sale. Just wondering who is in the wrong here. I purchased a car that was pre certified and was honored. Went to Toyota numerous times and also called numerous times. No one from Toyota couldn't seem to find a problem or hear it when they drove it, but the first person too somewhere else did. So does the Toyota service department know what they are getting paid to do? All I would appreciate is the difference from what I paid for the vehicle and what nissan bought it for, so im no longer upside down for something that I don't believe is my fault. I've done all they have asked and still nothing has been done.
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]
Hi[redacted]
Below is response from [redacted], our Body Shop Manager, who has been with me about three years and who is well respected in the collision industry.
Although we had the wrong phone number to inform the Client of the tardiness which we accept responsibility. Due...
to this mistake, and the rush to get completed as the Client arrived, a final inspection was hurried and there was no time to make it right. The Client wanted her vehicle then and there.
We admit human error in not confirming the phone number or getting other phone numbers or an e mail to be able to communicate that the vehicle would not be ready due to a discovery in the installation process that a template was required as well. It is not so cut and dry when repairing a vehicle.
We were professional as usual and I would really like to assist if my folks were not so disrespected. I am in a bit of a quandary as I like to help those that do not use profanity with my Staff.
There is never any situation that requires any profanity only civility towards one another and we can usually find a solution 100% of the time.
As a goodwill gesture, I will make A ONE TIME offer of $350.
Let me know -
Thanks - [redacted]_________________________________
[redacted]
TOYOTA OF GREENVILLE
2686 Laurens Road – Greenville, SC 29607
www.toyotaofgreenville.com
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,