Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is an outright sales scam on the part of Customer Service -- just trying to get the job started without really giving the customer the full picture Customer Service at Toyota [redacted] deals with customers everyday -- where as someone like me deals with people like you about once every year or so So you guys have more practice and know what the customer is expecting This is the dialogue between me and [redacted] ***: ***: Your fob is malfunctioning and is not reprogrammable We need to replace the FOB and reprogram both to work together It is going to cost $ Me: What? That is expensive I told you that both FOBs do not work Why would both FOBs fail at the same time? ***: I ***t know Me: (Thinking: these guys are the authorized Toyota dealer and ***t know what is wrong): Anyway, I told you that I ***t have the second FOB My wife has it It is not here And if it breaks down again later in the near future, what is the warranty for this service? ***: We cover the parts and labor under our standard workmanship warrantyMe: OK But still $is expensive What about my second FOB? ***: Just bring the second fob in and "We will take care of it." Me: OK Start the work I will leave the car here and have it picked up later today by my wife About 2-3pm that day: My wife calls me and tells me that they are going to charge me an additional $for the second FOBI tell her not to do that, and I will talk to [redacted] later (I had a work meeting.) I call [redacted] and [redacted] and try to figure out what is going on 2-hours later: [redacted] finally calls me and tells me that I need to pay an additional $dollars for the second fob Me: [redacted] told me that she will take care of it when the second FOB is brought in Toyota [redacted] claims that the term "We will take care of it" means that they will take care of it but it is not free Reprogramming the car and replacing the new FOB would automatically assume that the second FOB is not functional They know that I ***'t since I am not an expert on these cars They knew that I would be faced with replacing the 2nd FOB But [redacted] did not want to make that apparent to me when I dropped it off in the morning --- WHY? If it was plain and clear at the beginning that I would need to replace BOTH FOBs and have them reprogrammed, then I would not have been surprised, and given the impression that the car and the TWO fobs would be covered by the initial $ Of course Toyota [redacted] will "take care of it" (my second FOB and reprogram it) -- that is obvious -- and it is obvious that they dont do things for free But when the customer service representative says "Bring in the second FOB" and we will take care of it -- right after discussing the $ What does that mean? Everytime I have mentioned this case to friends who have dealt with a car repair service, it means "free" But instead they mis-represented themselves, the service, and made me -- a customer -- very disappointed I will take this issue to the Toyota manager who overlooks [redacted] , USA, and eventually Toyota HQ in *** If this issue is not resolved by Toyota ***, then I will proceed to take it up the chain of command And everyone up the chain of command will know about this issue $for the second FOB will not break the bank at Toyota *** But it does hurt me more than it does for Toyota *** Additionally, I am operating a prius with only a single FOB or key Very inconvenient I would rather have this resolved earlier and without getting more people involved Please resolve this soon Otherwise I will contact Toyota [redacted] , Toyota USA, and Toyota *** Regards, [redacted] ***
To whom this may concern, I am writing in reponse to case # [redacted] I have tried calling this customer two times and he will not call me back Please close this case, we are doing nothing for this customer We never offered free service, we told him that we would take care of his other key if he brings the car in (he did not have all keys at the time, no we only programed one on his first visit) Upon the customer bringing back the car the secound time with the other key he found out that it would cost more He did not want to pay anymore money We apologize for the mis communication
In response to case # [redacted] , I have spoke to my general manager about this case We apologize again for any mis understanding Our offer still stands, we will not be doing anything for this customer He agreed to purchase the parts and labor, when he came back with a secound he of course had to pay for parts and labor just like anyone else I have offered a courtesy free oil change on his next visit just for customer satisfaction Customer declines oil change offer, there is nothing else we can do for this customer at this time PLEASE CLOSE CASE!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved MrM [redacted] I would like to remind you of your opening statementYou said "Toyota of Poway's goal is to make every customer happy whenever we are faced with a situation where the customer is not happy, WITHOUT EXCEPTION, we will go above and beyond to resolve the issue to the satisfaction of the customer" Those are your words I do not feel you even came close to achieving your goalI do not feel that anything better is going to be offered to me, as you ended you last statement with "***, as far as Toyota of Poway is concerned, this case is closed" Thank you for the $gas cardI can arrange to have it picked up or you can mail it Regards, [redacted]
CASE # [redacted] In reponse to case # [redacted] with [redacted] we do apologize if the customer feels like we have done something wrong with his credit score or inconvienced him in any way After talking with my Sales Manager bernard and associates involoved with this customer I found that we only checked his credit one time We waited for this customer an hour after we closed, they never showed up!!!! please review and close this case We will not be doing business with this customerFor any other questions call Cusotmer Relations Managerat [redacted] *** Sincerly, [redacted] Toyota of Poway CR Manager ###-###-#### ex.***
September 16, The Revdex.com Attn: Ms [redacted] Viewridge Avenue #San Diego, CA Dear Ms***: This letter is in response to a complaint that was received at Toyota of Poway on Friday September 16, The complaint ID is [redacted] and is from a customer of Toyota of Poway This response is from the General Sales Manager of Toyota of Poway Dear Ms***, 1) The customer came in as an employee referral and was given a great deal at below dealer cost The customer selected a vehicle that did not come with floor mats The customer did not want to pay for the floor mats, but wanted Toyota of Poway to give them to him The customer was advised “No we would not” (pay for the floor mats) and the customer was given our cost for the floor mats 2) After the vehicle was purchased, the customer returns to the dealership with an alignment issue Service resolves the alignment issue and the customer alleges that the vehicle was damaged while it was in the service department The damage was a small ding on the passenger side of the vehicle above the right front wheel well The service department had the ding repaired The customer’s wife said the vehicle was ok, the husband said it was not good enough 3) The customer brings the vehicle back to the dealer not satisfied with the repair of the ding Toyota of Poway took the vehicle to a professional body shop that is a certified Toyota body shop Toyota of Poway provided the customer with rental car for days while the repair was being made The vehicle is returned to the customer and the customer is given floor mats free of charge Again, the customer states “Not good enough” and the General Sales Manager cannot see what the customer is talking about Customer states “You have not heard the last of me.” Between the repairs made to the vehicle, the rental car and the complimentary floor mats, Toyota of Poway spent over $1,to make this deal right for the customer In light of the customer’s comments, it seems as though he (the customer) will never be satisfied Sincerely, General Sales Manager By Customer Relations Manager Toyota of Poway Poway Road Poway, CA (858) 486-
This letter is in response to a complaint that was received at Toyota of Poway on Tuesday August 12, 2015. The complaint ID is [redacted] and is from a customer of Toyota of Poway. Toyota of Poway's... goal is to always make every customer happy. Whenever we are faced with a situation where a customer is not happy, without exception, we go above and beyond to resolve the issue to the satisfaction of the customer. The customer brought in their 2009 Toyota Matrix for service on Friday July 31, 2015. The vehicle was brought to Toyota of Poway’s service department for the purpose of performing two recalls. Before the technician began to work on the vehicle, he documented on the back of hard copy of the repair order that the fuel light was on and the car had a rough idle. Some times when customers drop their cars off for service there is very little gas in the tank. In some instances the fuel light is on which indicates that the level of fuel in the tank is extremely low sometimes at 1/8 of a tank or below. After picking up his car the customer drove to get some gas, which is understandable since the car was dropped off with very little gas in the tank. He then brought his car back to the service department of Toyota of Poway. The customer’s service advisor advised the customer that his car was running bad (idling rough) and empty when the car was dropped off for service. The customer states this is completely false, yet the technician documented the low fuel level light and rough idle before he began work on the car. When the customer came back with his car, the service advisor called the mechanic who worked on the car who said that the throttle body needed to be cleaned and it would take 2 hours and was not part of the recall. The customer made a 2:15 appointment with the same service advisor to bring the vehicle back to Toyota of Poway the very next day on Saturday August 1, 2015 to address the rough idle. The customer never called to cancel or re-schedule the appointment he made with the service advisor. Instead, the customer took his vehicle to a different mechanic who advised him that the throttle body was dirty and the computer needed to be reset. The customer paid $127.00 to have his car serviced elsewhere. If the customer had kept his appointment with Toyota of Poway, the same work that was performed on his 2009 Toyota Matrix at another repair facility could have been serviced at Toyota of Poway. Due to the fact that the customer’s vehicle was brought to us for service with the fuel light on and the vehicle had a rough idle and the fact that he never called to cancel his service appointment and he chose to take his car elsewhere for service, Toyota of Poway respectfully declines to reimburse the customer for gas money and for the $127.00 for service that could have been performed at Toyota of Poway. If you require any additional information, please do not hesitate to call me. Sincerely, [redacted] Customer Relations Manager Toyota of Poway 13631 Poway Road Poway, CA 92064 (858) 486-2900 ext. ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
When we brought the car in for the alignment to be fixed there was no damageAfter the alignment was fixed we noticed the damage, it was a scratch and dentWhen we brought the car back for the first attempt of fixing it, their so called dent guy pulled the dent out and put a glob of paint on the scratchWhen the service writer presented it to me I looked at it and said you can still feel the damageThe service writer JD said its the best you are going to getWhen I brought it home my husband looked at it and said this is not acceptable and even saw under the wheel well where they pulled the dent out was all messed up and they didn't even replace the panel that's supposed to cover itwe left messages and waited a week before sending email that we would complain and then we got a call back to try again.
On the second attempt we went to speak the GM of salesMy husband showed him a he damage and said we wanted the car back to new since we bought it new and brought it back new and they damaged itBernard the manager said he understood and came back from body shop saying it would take three days to repairI had to ask for a rental since my husband and I share this one car and he stated he guessed so- we can provide a rentalWhen we delivered the car almost a week later to have them fix it we just wanted it to be new or look new againWhen we picked up the car from being repaired you can see the swirl marks that all this new shop did was buff the paint glob and replaced the panel in the wheel well where the dent was pounded outTo have a fender on a brand new car that has swirl marks from being buffed out isn't how we wanted to see our brand new carWe didn't even get to be the ones that damaged the car it was the dealershipWhen my husband showed him the swirl marks again he said it's the best you are going to getMy husband so mad I told him to leave and he did say they would hear from usWhy is this the best a paying customer would get?? When my husband was showing the manager the swirls he said it wasn't his department that damaged the carWhy would that matter?? It was that dealership that damaged the car! All we want is the car to be back to new but now we have a poor repair on a less than one month old car.
We only went to that dealer because of a referral- I was trying to leave before we got into finance because I had a better deal in mission valley- they kept butting in and pressuring us to come in and so we said what the hell we are here and it's the car we want does it really matter if mission valley will beat them by $or so- so we stayed in PowayI wish we wouldn't have nowI wish we would have left and went to mission valley where the car would have been a little less the floor mats were included and I bet the alignment wouldn't have been off and we wouldn't have had to go through this ridiculousness! If this was their car and a dealer damaged it- I bet they would want the car to be back to new again!
Regards,
*** ***
October 19,
After a mile road trip I took our Toyota Camry into Toyota of Poway for an oil changeDuring the oil change procedure they,Toyota of Poway notice a problem with my alternatorIt had failed and was not charging the batteryI was operating every electrical device on the battery only I asked the service agent what’s that going to cost meHe said about $I say typical high dealer repair cost, I think I call O’Reilly Auto Parts and do it myself The service agent says I can call O’Reilly and check on the price, I say go ahead He calls O’Reilly it’s about $for the part so I say for your $repair cost you guys can due it Three hours later I go to the cashier to pay for the repair and it’s now $ I was never told about the $250+ in labor cost The way the repair cost was relayed to me it was implied the the total cost would be about $
If I was told the cost would be $dollars I would have replaced the alternator myself
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In addition, Toyota claims that they called me twice They only called me once yesterday (I can provide call log from my phone carrier to show that.) When I called back, I was directed to the person's voice message center, where I left a voice message *** did not call back I called back about minutes after they called (once) and left a message
From their response, they do not seem to have any intention of resolving this issue, but only said "sorry for mis-communication" That is not a resolution
Regards,
*** ***
Dear ***,
This letter is in response to complaint ID # *** that was submitted on March 24, at 9:PMThe General Sales Manager of Toyota of Poway, *** ***, made several attempts to contact the customer by telephone as well as by e-mail.
The customer did not return any of the telephone calls or e-mails.On the evening of March 17th, the customer and his wife and *** ***, a Sales Manager, were talking at the dealership regarding their interest in a Toyota XLE Highlander. At that time Mr*** gave the customers a quote on the vehicle and an appraised cash value on their trade in. The customers wanted more for their trade inThe customers decided they did not want to” PURCHASE THE VEHICLE AT THE GIVEN FIGURES AND LEFT THE DEALERSHIP”. Per Mr***, shortly after the customers left the dealership, Mr*** realized that he made a mistake in the quote that he had given to the customers and called him immediately to let him know that an error had been made There was a conversation about the previous quote and although Mr*** could not sell the vehicle for that price we would be willing to do a deeper discounted price to accommodate the customers. The customer was not happy at that time, and was undecided if he was buying a vehicle from us anyway. Per Mr***, during this conversation, the customer began talking about a legal remedy, and at that time Mr*** said he could no longer continue the conversation. The customer was not pleased that Mr*** would not continue the conversation. Mr*** was willing to talk to the customers in order to see if they could reach an agreement on the purchase of a vehicle, but the customer never returned any of Mr***s calls or e-mailsSincerely,
*** ** ***
Customer Relations Manager
Toyota of Poway
(858) 486-***
Poway Road
Poway, CA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
The dealer never told us we could go back to the professional body shop and speak to them about the job they didThey showed no sympathy to our situation as if we did something wrong - when all we wanted was our car back to being newMy husband will speak to the bodyshop and go from there.
This dealership is horrible- to damage our car and make us feel bad for wanting it fixed to as close to new as possibleUsually when someone damages your car you have the right to take it to the shop of your choiceWhen we bought the car is was Costco pricing plus the manufacturer rebateThere was no special deal where they lost outIf they would have fixed the car correctly the first time then we wouldn't have to keep dealing with this.
Regards,
*** ***
Dear Ms.***,
This letter is in response to complaint # *** that I received at Toyota of Poway on Tuesday March 17, Toyota of Poway's Service Director, Dan Diedrich, spoke with the customer at approximately 9:AM on the morning of Friday March 13, Dan and the
customer discussed and resolved all of the issues that were outlined in the Better Business Complaint that was submitted by the customer earlier in the morning on the same day.Both parties agreed on complete resolution. On behalf of Toyota of Poway, Dan offered the customer a credit for future services. The customer was 100% satisfied
Sincerely,
*** ** ***
Customer Relations Manager
Toyota of Poway
Poway Road
Poway, CA (858) 486-(858) 746-Direct
Here is my letter that I will be sending to Toyota
To whom it may concern:
I am writing regarding my recent experience with the Toyota of Poway service department Due to a recall, I took my Toyota Camry in on July 18th to replace a piece in my engine that was causing oil leakage
A couple weeks after I had taken my car in I noticed the battery light turn on About a week later on August 2nd I smelled something burning when I got home On August 9th, while driving, the radio turned off and all my emergency lights turned onI took my car in that day to an independent mechanic to see what was wrong
We tested the battery and the alternator We found that the battery cable connecting to the alternator was extremely hot due to not being tightly fastened into place (this caused the burning smell) As we checked around to make sure everything else around the engine was properly secured we found three other locations not properly secured I took photos and have attached them to this email I had not taken the car to a mechanic since I had taken it to Toyota of Poway three weeks prior so I know the Toyota mechanic failed to secure my engine properly after making the repair
This was a totally preventable issue that cost me time and money and could have caused injury if my car malfunctioned while driving Not only did this put me at risk, but my entire family A day after discovering these issues I drove up to Oregon with my wife and two small children If I had continued to drive, the loose pieces would have caused damage to my vehicle and presented a health risk to myself and my family
My wife and I have both always driven Toyota and Lexus vehicles because we believe in the Toyota brand When we get our cars serviced we take them to the Toyota Service Center because we trust that Toyota will maintain a high standard of quality control After this experience we will no long take our cars to be serviced at Toyota of Poway If I have any issues in the future with my alternator or engine, I’m going to wonder if it was caused by Toyota of Poway
I spoke to Mike, my customer service advisor, at Poway Toyota to report the issue He asked what they could do to resolve the issue As far as I know, there was no long term damage so I told him that I just wanted to voice my complaint and that I would follow with a formal complaint
I feel it is my duty not only to inform Toyota of the incident but also the Revdex.com to assure that steps are taken to prevent similar occurrences in the future with other customers
Sincerely,
Jesse Adam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
For starters, I never received a voicemail from the Customer Service Manager, if I did, I would have returned his call to resolve the issue asapPls send me the steps showing how you determined the prorated refund, plus whether or not you refunded the $you mentioned
Regards,
*** ***
Good Afternoon ***,
Our original response is our final response to this case. We apologize that this customer is not satisfied with our services. He came to the dealership 30mins after we closed and there was nothing we could do to help him at the time, the next day the car was sold to another party. We are more then happy to help him find another vehicle on our lot that might be right for him. Again we apologize for any innconvience we have caused this customer.
Sincerly,
*** ***
CR Manager
Toyota of Poway
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again, the facts are distorted in their response. I was never told that the effective date for the warranty was 2010. Had I known that I wouldn't have purchased it. Who would pay $1999 for 3 yrs of warranty?This dealership is an expert in misguiding and tricking clients as I can see from the reviews posted on this website.
Also, the Finance Manager ([redacted]) didn't bother to address my refund issue. [redacted] is an employee there who insulted me, lied about the refund. His exact words were that $1999 was going to be refunded to my account at Toyotafinancial. That's why I cancelled it. The refund form I signed states the same. form In each case, I wasn't informed of the facts. I lost $700 because of their lies and not doing their jobs professionally. He hung up on me because he had no stance to defend himself, he found the easy way out.
The customer service manager who wrote the response to you didn't even responds to my e-mail. The whole dealership is focused on " customer dissatisfaction". There is not one decent, ethical person to deal with. What a waste of time and money when there are so many professional, customer-focused dealers in the county. I picked the most corrupt one!!!!
Regards,
[redacted]
To Whom this may concern,
In response to complaint #[redacted] with [redacted].
We have...
spoken to this customer many times..... she brought the car in for a minor service and she then, a month later, says we never checked her battery and it apprently went out the next day after she brought the car here.... We never recieved a call untill a month later with Laurna asking if she can have her money back after paying auto zone for a new battery. After my investigation I saw that when the customer was here we did check her battery. At the time, it checked out good!...alot of things can happen in a month with a battery and we cannot take responsiblity for this customer. The Service Manager and General Manager agree that there is nothing we can do for this customer. It states that she said I hung up on her, which I did after being cused out for a couple minutes. No matter what this is a professional business and I will not tolerate that kind of treatment. Customer was very irrate and started to use foul language
with me. I perfer not to speak with this customer after that. Please relay the information to the customer and close the case.
Thank you,
[redacted]
13631 Toyota of Poway
Poway CA, 92064
858.486.2900 ex. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though they did send me the check I was waiting for, I am...
not satisfied with their customer service, I received it 4 weeks late after opening a Revdex.com claim and the response I get is " Customer received credited amount by check". I wasted too much time calling them and going to the dealership, I was at least expecting an explanation or a small apology. It is very disappointing the lack of touch from their customer service representatives. I am wondering why they only have good coments on their [redacted] page.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is an outright sales scam on the part of Customer Service -- just trying to get the job started without really giving the customer the full picture Customer Service at Toyota [redacted] deals with customers everyday -- where as someone like me deals with people like you about once every year or so So you guys have more practice and know what the customer is expecting This is the dialogue between me and [redacted] ***: ***: Your fob is malfunctioning and is not reprogrammable We need to replace the FOB and reprogram both to work together It is going to cost $ Me: What? That is expensive I told you that both FOBs do not work Why would both FOBs fail at the same time? ***: I ***t know Me: (Thinking: these guys are the authorized Toyota dealer and ***t know what is wrong): Anyway, I told you that I ***t have the second FOB My wife has it It is not here And if it breaks down again later in the near future, what is the warranty for this service? ***: We cover the parts and labor under our standard workmanship warrantyMe: OK But still $is expensive What about my second FOB? ***: Just bring the second fob in and "We will take care of it." Me: OK Start the work I will leave the car here and have it picked up later today by my wife About 2-3pm that day: My wife calls me and tells me that they are going to charge me an additional $for the second FOBI tell her not to do that, and I will talk to [redacted] later (I had a work meeting.) I call [redacted] and [redacted] and try to figure out what is going on 2-hours later: [redacted] finally calls me and tells me that I need to pay an additional $dollars for the second fob Me: [redacted] told me that she will take care of it when the second FOB is brought in Toyota [redacted] claims that the term "We will take care of it" means that they will take care of it but it is not free Reprogramming the car and replacing the new FOB would automatically assume that the second FOB is not functional They know that I ***'t since I am not an expert on these cars They knew that I would be faced with replacing the 2nd FOB But [redacted] did not want to make that apparent to me when I dropped it off in the morning --- WHY? If it was plain and clear at the beginning that I would need to replace BOTH FOBs and have them reprogrammed, then I would not have been surprised, and given the impression that the car and the TWO fobs would be covered by the initial $ Of course Toyota [redacted] will "take care of it" (my second FOB and reprogram it) -- that is obvious -- and it is obvious that they dont do things for free But when the customer service representative says "Bring in the second FOB" and we will take care of it -- right after discussing the $ What does that mean? Everytime I have mentioned this case to friends who have dealt with a car repair service, it means "free" But instead they mis-represented themselves, the service, and made me -- a customer -- very disappointed I will take this issue to the Toyota manager who overlooks [redacted] , USA, and eventually Toyota HQ in *** If this issue is not resolved by Toyota ***, then I will proceed to take it up the chain of command And everyone up the chain of command will know about this issue $for the second FOB will not break the bank at Toyota *** But it does hurt me more than it does for Toyota *** Additionally, I am operating a prius with only a single FOB or key Very inconvenient I would rather have this resolved earlier and without getting more people involved Please resolve this soon Otherwise I will contact Toyota [redacted] , Toyota USA, and Toyota *** Regards, [redacted] ***
To whom this may concern, I am writing in reponse to case # [redacted] I have tried calling this customer two times and he will not call me back Please close this case, we are doing nothing for this customer We never offered free service, we told him that we would take care of his other key if he brings the car in (he did not have all keys at the time, no we only programed one on his first visit) Upon the customer bringing back the car the secound time with the other key he found out that it would cost more He did not want to pay anymore money We apologize for the mis communication
In response to case # [redacted] , I have spoke to my general manager about this case We apologize again for any mis understanding Our offer still stands, we will not be doing anything for this customer He agreed to purchase the parts and labor, when he came back with a secound he of course had to pay for parts and labor just like anyone else I have offered a courtesy free oil change on his next visit just for customer satisfaction Customer declines oil change offer, there is nothing else we can do for this customer at this time PLEASE CLOSE CASE!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved MrM [redacted] I would like to remind you of your opening statementYou said "Toyota of Poway's goal is to make every customer happy whenever we are faced with a situation where the customer is not happy, WITHOUT EXCEPTION, we will go above and beyond to resolve the issue to the satisfaction of the customer" Those are your words I do not feel you even came close to achieving your goalI do not feel that anything better is going to be offered to me, as you ended you last statement with "***, as far as Toyota of Poway is concerned, this case is closed" Thank you for the $gas cardI can arrange to have it picked up or you can mail it Regards, [redacted]
CASE # [redacted] In reponse to case # [redacted] with [redacted] we do apologize if the customer feels like we have done something wrong with his credit score or inconvienced him in any way After talking with my Sales Manager bernard and associates involoved with this customer I found that we only checked his credit one time We waited for this customer an hour after we closed, they never showed up!!!! please review and close this case We will not be doing business with this customerFor any other questions call Cusotmer Relations Managerat [redacted] *** Sincerly, [redacted] Toyota of Poway CR Manager ###-###-#### ex.***
September 16, The Revdex.com Attn: Ms [redacted] Viewridge Avenue #San Diego, CA Dear Ms***: This letter is in response to a complaint that was received at Toyota of Poway on Friday September 16, The complaint ID is [redacted] and is from a customer of Toyota of Poway This response is from the General Sales Manager of Toyota of Poway Dear Ms***, 1) The customer came in as an employee referral and was given a great deal at below dealer cost The customer selected a vehicle that did not come with floor mats The customer did not want to pay for the floor mats, but wanted Toyota of Poway to give them to him The customer was advised “No we would not” (pay for the floor mats) and the customer was given our cost for the floor mats 2) After the vehicle was purchased, the customer returns to the dealership with an alignment issue Service resolves the alignment issue and the customer alleges that the vehicle was damaged while it was in the service department The damage was a small ding on the passenger side of the vehicle above the right front wheel well The service department had the ding repaired The customer’s wife said the vehicle was ok, the husband said it was not good enough 3) The customer brings the vehicle back to the dealer not satisfied with the repair of the ding Toyota of Poway took the vehicle to a professional body shop that is a certified Toyota body shop Toyota of Poway provided the customer with rental car for days while the repair was being made The vehicle is returned to the customer and the customer is given floor mats free of charge Again, the customer states “Not good enough” and the General Sales Manager cannot see what the customer is talking about Customer states “You have not heard the last of me.” Between the repairs made to the vehicle, the rental car and the complimentary floor mats, Toyota of Poway spent over $1,to make this deal right for the customer In light of the customer’s comments, it seems as though he (the customer) will never be satisfied Sincerely, General Sales Manager By Customer Relations Manager Toyota of Poway Poway Road Poway, CA (858) 486-
This letter is in response to a complaint that was received at Toyota of Poway on Tuesday August 12, 2015. The complaint ID is [redacted] and is from a customer of Toyota of Poway. Toyota of Poway's... goal is to always make every customer happy. Whenever we are faced with a situation where a customer is not happy, without exception, we go above and beyond to resolve the issue to the satisfaction of the customer. The customer brought in their 2009 Toyota Matrix for service on Friday July 31, 2015. The vehicle was brought to Toyota of Poway’s service department for the purpose of performing two recalls. Before the technician began to work on the vehicle, he documented on the back of hard copy of the repair order that the fuel light was on and the car had a rough idle. Some times when customers drop their cars off for service there is very little gas in the tank. In some instances the fuel light is on which indicates that the level of fuel in the tank is extremely low sometimes at 1/8 of a tank or below. After picking up his car the customer drove to get some gas, which is understandable since the car was dropped off with very little gas in the tank. He then brought his car back to the service department of Toyota of Poway. The customer’s service advisor advised the customer that his car was running bad (idling rough) and empty when the car was dropped off for service. The customer states this is completely false, yet the technician documented the low fuel level light and rough idle before he began work on the car. When the customer came back with his car, the service advisor called the mechanic who worked on the car who said that the throttle body needed to be cleaned and it would take 2 hours and was not part of the recall. The customer made a 2:15 appointment with the same service advisor to bring the vehicle back to Toyota of Poway the very next day on Saturday August 1, 2015 to address the rough idle. The customer never called to cancel or re-schedule the appointment he made with the service advisor. Instead, the customer took his vehicle to a different mechanic who advised him that the throttle body was dirty and the computer needed to be reset. The customer paid $127.00 to have his car serviced elsewhere. If the customer had kept his appointment with Toyota of Poway, the same work that was performed on his 2009 Toyota Matrix at another repair facility could have been serviced at Toyota of Poway. Due to the fact that the customer’s vehicle was brought to us for service with the fuel light on and the vehicle had a rough idle and the fact that he never called to cancel his service appointment and he chose to take his car elsewhere for service, Toyota of Poway respectfully declines to reimburse the customer for gas money and for the $127.00 for service that could have been performed at Toyota of Poway. If you require any additional information, please do not hesitate to call me. Sincerely, [redacted] Customer Relations Manager Toyota of Poway 13631 Poway Road Poway, CA 92064 (858) 486-2900 ext. ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
When we brought the car in for the alignment to be fixed there was no damageAfter the alignment was fixed we noticed the damage, it was a scratch and dentWhen we brought the car back for the first attempt of fixing it, their so called dent guy pulled the dent out and put a glob of paint on the scratchWhen the service writer presented it to me I looked at it and said you can still feel the damageThe service writer JD said its the best you are going to getWhen I brought it home my husband looked at it and said this is not acceptable and even saw under the wheel well where they pulled the dent out was all messed up and they didn't even replace the panel that's supposed to cover itwe left messages and waited a week before sending email that we would complain and then we got a call back to try again.
On the second attempt we went to speak the GM of salesMy husband showed him a he damage and said we wanted the car back to new since we bought it new and brought it back new and they damaged itBernard the manager said he understood and came back from body shop saying it would take three days to repairI had to ask for a rental since my husband and I share this one car and he stated he guessed so- we can provide a rentalWhen we delivered the car almost a week later to have them fix it we just wanted it to be new or look new againWhen we picked up the car from being repaired you can see the swirl marks that all this new shop did was buff the paint glob and replaced the panel in the wheel well where the dent was pounded outTo have a fender on a brand new car that has swirl marks from being buffed out isn't how we wanted to see our brand new carWe didn't even get to be the ones that damaged the car it was the dealershipWhen my husband showed him the swirl marks again he said it's the best you are going to getMy husband so mad I told him to leave and he did say they would hear from usWhy is this the best a paying customer would get?? When my husband was showing the manager the swirls he said it wasn't his department that damaged the carWhy would that matter?? It was that dealership that damaged the car! All we want is the car to be back to new but now we have a poor repair on a less than one month old car.
We only went to that dealer because of a referral- I was trying to leave before we got into finance because I had a better deal in mission valley- they kept butting in and pressuring us to come in and so we said what the hell we are here and it's the car we want does it really matter if mission valley will beat them by $or so- so we stayed in PowayI wish we wouldn't have nowI wish we would have left and went to mission valley where the car would have been a little less the floor mats were included and I bet the alignment wouldn't have been off and we wouldn't have had to go through this ridiculousness! If this was their car and a dealer damaged it- I bet they would want the car to be back to new again!
Regards,
*** ***
October 19,
After a mile road trip I took our Toyota Camry into Toyota of Poway for an oil changeDuring the oil change procedure they,Toyota of Poway notice a problem with my alternatorIt had failed and was not charging the batteryI was operating every electrical device on the battery only I asked the service agent what’s that going to cost meHe said about $I say typical high dealer repair cost, I think I call O’Reilly Auto Parts and do it myself The service agent says I can call O’Reilly and check on the price, I say go ahead He calls O’Reilly it’s about $for the part so I say for your $repair cost you guys can due it Three hours later I go to the cashier to pay for the repair and it’s now $ I was never told about the $250+ in labor cost The way the repair cost was relayed to me it was implied the the total cost would be about $
If I was told the cost would be $dollars I would have replaced the alternator myself
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In addition, Toyota claims that they called me twice They only called me once yesterday (I can provide call log from my phone carrier to show that.) When I called back, I was directed to the person's voice message center, where I left a voice message *** did not call back I called back about minutes after they called (once) and left a message
From their response, they do not seem to have any intention of resolving this issue, but only said "sorry for mis-communication" That is not a resolution
Regards,
*** ***
Dear ***,
This letter is in response to complaint ID # *** that was submitted on March 24, at 9:PMThe General Sales Manager of Toyota of Poway, *** ***, made several attempts to contact the customer by telephone as well as by e-mail.
The customer did not return any of the telephone calls or e-mails.On the evening of March 17th, the customer and his wife and *** ***, a Sales Manager, were talking at the dealership regarding their interest in a Toyota XLE Highlander. At that time Mr*** gave the customers a quote on the vehicle and an appraised cash value on their trade in. The customers wanted more for their trade inThe customers decided they did not want to” PURCHASE THE VEHICLE AT THE GIVEN FIGURES AND LEFT THE DEALERSHIP”. Per Mr***, shortly after the customers left the dealership, Mr*** realized that he made a mistake in the quote that he had given to the customers and called him immediately to let him know that an error had been made There was a conversation about the previous quote and although Mr*** could not sell the vehicle for that price we would be willing to do a deeper discounted price to accommodate the customers. The customer was not happy at that time, and was undecided if he was buying a vehicle from us anyway. Per Mr***, during this conversation, the customer began talking about a legal remedy, and at that time Mr*** said he could no longer continue the conversation. The customer was not pleased that Mr*** would not continue the conversation. Mr*** was willing to talk to the customers in order to see if they could reach an agreement on the purchase of a vehicle, but the customer never returned any of Mr***s calls or e-mailsSincerely,
*** ** ***
Customer Relations Manager
Toyota of Poway
(858) 486-***
Poway Road
Poway, CA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
The dealer never told us we could go back to the professional body shop and speak to them about the job they didThey showed no sympathy to our situation as if we did something wrong - when all we wanted was our car back to being newMy husband will speak to the bodyshop and go from there.
This dealership is horrible- to damage our car and make us feel bad for wanting it fixed to as close to new as possibleUsually when someone damages your car you have the right to take it to the shop of your choiceWhen we bought the car is was Costco pricing plus the manufacturer rebateThere was no special deal where they lost outIf they would have fixed the car correctly the first time then we wouldn't have to keep dealing with this.
Regards,
*** ***
Dear Ms.***,
This letter is in response to complaint # *** that I received at Toyota of Poway on Tuesday March 17, Toyota of Poway's Service Director, Dan Diedrich, spoke with the customer at approximately 9:AM on the morning of Friday March 13, Dan and the
customer discussed and resolved all of the issues that were outlined in the Better Business Complaint that was submitted by the customer earlier in the morning on the same day.Both parties agreed on complete resolution. On behalf of Toyota of Poway, Dan offered the customer a credit for future services. The customer was 100% satisfied
Sincerely,
*** ** ***
Customer Relations Manager
Toyota of Poway
Poway Road
Poway, CA (858) 486-(858) 746-Direct
Customer received credited amount by check
Here is my letter that I will be sending to Toyota
To whom it may concern:
I am writing regarding my recent experience with the Toyota of Poway service department Due to a recall, I took my Toyota Camry in on July 18th to replace a piece in my engine that was causing oil leakage
A couple weeks after I had taken my car in I noticed the battery light turn on About a week later on August 2nd I smelled something burning when I got home On August 9th, while driving, the radio turned off and all my emergency lights turned onI took my car in that day to an independent mechanic to see what was wrong
We tested the battery and the alternator We found that the battery cable connecting to the alternator was extremely hot due to not being tightly fastened into place (this caused the burning smell) As we checked around to make sure everything else around the engine was properly secured we found three other locations not properly secured I took photos and have attached them to this email I had not taken the car to a mechanic since I had taken it to Toyota of Poway three weeks prior so I know the Toyota mechanic failed to secure my engine properly after making the repair
This was a totally preventable issue that cost me time and money and could have caused injury if my car malfunctioned while driving Not only did this put me at risk, but my entire family A day after discovering these issues I drove up to Oregon with my wife and two small children If I had continued to drive, the loose pieces would have caused damage to my vehicle and presented a health risk to myself and my family
My wife and I have both always driven Toyota and Lexus vehicles because we believe in the Toyota brand When we get our cars serviced we take them to the Toyota Service Center because we trust that Toyota will maintain a high standard of quality control After this experience we will no long take our cars to be serviced at Toyota of Poway If I have any issues in the future with my alternator or engine, I’m going to wonder if it was caused by Toyota of Poway
I spoke to Mike, my customer service advisor, at Poway Toyota to report the issue He asked what they could do to resolve the issue As far as I know, there was no long term damage so I told him that I just wanted to voice my complaint and that I would follow with a formal complaint
I feel it is my duty not only to inform Toyota of the incident but also the Revdex.com to assure that steps are taken to prevent similar occurrences in the future with other customers
Sincerely,
Jesse Adam
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
For starters, I never received a voicemail from the Customer Service Manager, if I did, I would have returned his call to resolve the issue asapPls send me the steps showing how you determined the prorated refund, plus whether or not you refunded the $you mentioned
Regards,
*** ***
Good Afternoon ***,
Our original response is our final response to this case. We apologize that this customer is not satisfied with our services. He came to the dealership 30mins after we closed and there was nothing we could do to help him at the time, the next day the car was sold to another party. We are more then happy to help him find another vehicle on our lot that might be right for him. Again we apologize for any innconvience we have caused this customer.
Sincerly,
*** ***
CR Manager
Toyota of Poway
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again, the facts are distorted in their response. I was never told that the effective date for the warranty was 2010. Had I known that I wouldn't have purchased it. Who would pay $1999 for 3 yrs of warranty?This dealership is an expert in misguiding and tricking clients as I can see from the reviews posted on this website.
Also, the Finance Manager ([redacted]) didn't bother to address my refund issue. [redacted] is an employee there who insulted me, lied about the refund. His exact words were that $1999 was going to be refunded to my account at Toyotafinancial. That's why I cancelled it. The refund form I signed states the same. form In each case, I wasn't informed of the facts. I lost $700 because of their lies and not doing their jobs professionally. He hung up on me because he had no stance to defend himself, he found the easy way out.
The customer service manager who wrote the response to you didn't even responds to my e-mail. The whole dealership is focused on " customer dissatisfaction". There is not one decent, ethical person to deal with. What a waste of time and money when there are so many professional, customer-focused dealers in the county. I picked the most corrupt one!!!!
Regards,
[redacted]
To Whom this may concern,
In response to complaint #[redacted] with [redacted].
We have...
spoken to this customer many times..... she brought the car in for a minor service and she then, a month later, says we never checked her battery and it apprently went out the next day after she brought the car here.... We never recieved a call untill a month later with Laurna asking if she can have her money back after paying auto zone for a new battery. After my investigation I saw that when the customer was here we did check her battery. At the time, it checked out good!...alot of things can happen in a month with a battery and we cannot take responsiblity for this customer. The Service Manager and General Manager agree that there is nothing we can do for this customer. It states that she said I hung up on her, which I did after being cused out for a couple minutes. No matter what this is a professional business and I will not tolerate that kind of treatment. Customer was very irrate and started to use foul language
with me. I perfer not to speak with this customer after that. Please relay the information to the customer and close the case.
Thank you,
[redacted]
13631 Toyota of Poway
Poway CA, 92064
858.486.2900 ex. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], even though they did send me the check I was waiting for, I am...
not satisfied with their customer service, I received it 4 weeks late after opening a Revdex.com claim and the response I get is " Customer received credited amount by check". I wasted too much time calling them and going to the dealership, I was at least expecting an explanation or a small apology. It is very disappointing the lack of touch from their customer service representatives. I am wondering why they only have good coments on their [redacted] page.
Regards,
[redacted]