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.
The response sent by Toyota of Poway was unprofessional and inaccurate. I have a multitude of emails, texts and phone call logs (and I would assume their security camera system as well) that proves that I did in fact show up at Toyota of Poway just before 9PM (less than 30 minutes after their advertised business hours of 8:30PM where several customers aside from myself were still in attendance, not over an hour after closing as stated by the responding manager). I would be happy to provide them to show how inaccurate the statements by Toyota of Poway are. Additionally, I test drove the 2008 X-runner shortly after 9PM, which is hard to do if I never showed up. I cannot accept such an unprofessional and inaccurate response from a manager representing Toyota of Poway. Its a shame the deal didn't happen, but the inaccurate statements aren't consistent with professional business practices.
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]:
[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 $500.
Me: What? That is expensive. I told you that both FOBs do not work. Why would both FOBs fail at the same time?
[redacted]: I [redacted]t know.
Me: (Thinking: these guys are the authorized Toyota dealer and [redacted]t know what is wrong): Anyway, I told you that I [redacted]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?
[redacted]: We cover the parts and labor under our standard workmanship warranty. Me: OK. But still $500 is expensive. What about my second FOB?
[redacted]: 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 $250 for the second FOB. I 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.
2-4 hours later: [redacted] finally calls me and tells me that I need to pay an additional $250 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 [redacted]'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 false impression that the car and the TWO fobs would be covered by the initial $500.
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 $500. 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 [redacted]. If this issue is not resolved by Toyota [redacted], then I will proceed to take it up the chain of command. And everyone up the chain of command will know about this issue.
$250 for the second FOB will not break the bank at Toyota [redacted]. But it does hurt me more than it does for Toyota [redacted]. 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 [redacted].
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.
Mr. M[redacted] I would like to remind you of your opening statement. You 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 goal. I do not feel that anything better is going to be offered to me, as you ended you last statement with "[redacted], as far as Toyota of Poway is concerned, this case is closed"
Thank you for the $10 gas card. I can arrange to have it picked up or you can mail it.
Regards,
[redacted]
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. [redacted]
January 23, 2015
[redacted]
The Revdex.com
4747 Viewridge Avenue#200
San Diego, CA 92123
Dear Ms. [redacted],
This letter is in response to a complaint that I received at Toyota of Poway on Friday January 23, 2015. The complaint...
ID is [redacted] and is from Mr. [redacted] in Valley Center, CA.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. Mr. [redacted] submitted an internet inquiry on a new
Toyota vehicle. One of our Internet Managers
made an honest inadvertent error in his out the door price quote which doubled the
$1,500 rebate, therefore showing a price which was $1,500 below our advertised
price. When Mr. and Mrs. [redacted] came in to the dealership on 1/21/15, we
discovered the error and explained to the [redacted] what had happened. We apologized and offered to give them a
discount substantially below our advertised sales price, but explained we
were unable to sell the vehicle at the price which contained the error. The [redacted] were very courteous and said that they
understood completely, but their budget dictated they could only pay a certain
amount and they left without the car. They thanked everyone, giving us no clue or hint that they were anything
more than disappointed.
The next day on Thursday January 23rd [redacted] Toyota of Poway's General Sales Manager, made the same offer to Mr. [redacted] and offered him $750.00 below the advertised price of the vehicle.
Mr. [redacted] declined the offer.
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
###-###-#### ext. [redacted]
To whom this may concern,
In response to complaint #[redacted] with [redacted]. We will just give her the Rock Rails free of charge for customer satisfaction as a goodwill (one time). We will order this part and let the customer know when it is in and ready to install. Please...
review and close case.
Thank you,
[redacted]
Toyota of Poway
###-###-####0
[redacted]@toyotaofpoway.com
Ms. [redacted],
This letter is in response
to complaint # [redacted] that was submitted to the Revdex.com on
March 17, 2015 at 11:46 AM.
The customer purchased a
2010 Toyota Rav4 from Toyota of Poway on October 13, 2013. Originally,
the customer did not want to purchase a vehicle service agreement with her
car. She then came back to the
dealership and said that she changed her mind and that she would like to have
the vehicle service agreement. Her
entire purchase was re-written to include the vehicle service agreement. This was a well thought decision on the part
of the customer. The customer purchased
a new vehicle service agreement which covers the car for 7 years or 100,000
miles, whichever comes first. The cost of the vehicle service agreement
was $1,999.00. Since the car that the customer purchased was a used car,
it was still under the factory warranty and it qualified for a new car service
agreement. The date the vehicle service agreement is in
effect is the date the vehicle was first sold, which was September 6,
2010. All of these details were explained to the customer at the time the
vehicle was purchased. The Finance Manager never stated that the
vehicle service agreement would go into effect from the date of purchase.
The Finance Manager never told
the customer she would get the entire amount of the $1,999.00 back. The Finance Manager never mentioned anything
about the refund.
The customer and the Finance
Manager had a conversation on February 25, 2015. The finance Manager
found it necessary to terminate the phone call because the customer was being
rude and insulting.
Sincerely,
[redacted]
Customer Relations Manager
Toyota of Poway
13631 Poway Road
Poway, CA 921064
[redacted]
Ms. Sarah [redacted]
Revdex.com of San Diego
4747 Viewridge Ave Suite 200
San Diego, CA 92123
Dear Ms. [redacted],
This letter is in response to a rejection from the customer associated with Complaint ID # [redacted].
No facts have been distorted by Toyota of Poway in reference to the above Complaint ID. I have attached a copy of the original Vehicle Extended Service Agreement. This document, which the customer has reviewed and signed, includes all of the customers personal information, Toyota of Poway's dealer information as well as the vehicle information for the vehicle she purchased. The customer was given a copy of this signed agreement.
The finance Director and the Finance Manager are both very professional and treat all customers with the utmost respect including the customer who purchased this vehicle. The refund form that the customer signed at Toyota of Poway includes the same dealer, customer and vehicle information. The Finance Manager would never state to a client the refund would be 100% of the purchase price from over a year before.
Toyota of Poway acted in the customer's best interest in writing the "NEW CAR" Vehicle Service Agreement (VSA) even though the effective date was back on 09-06-10. By doing so, the new car VSA policy would expire on 09-06-17, where a "USED CAR" VSA, if purchased, would have expired on 10-13-16. This would give the customer an extra 11 months of coverage for the same price as the used car policy. The new car VSA mileage would expire at 100,000 miles, whereas the used car VSA is only an additional 36,000 miles. Her car had 26,873 miles at delivery on 10-13-13, so the used car policy would have had an expiration mileage of 62,873. The new car VSA was better for the customer in every way. In addition, the original retail price of $1,999.00 that the customer signed and agreed to is listed on the form. The refund amount, Cancellation Fee and Net Refund were left blank on this form pending completion by First Extended Services, the Vehicle Service Agreement administrator.
1) The new car policy was the same price as the used car policy.
2) Had 11 months additional coverage
3) Had an additional 37,127 miles of coverage.
New car policy has an additional $165.00 refund amount upon cancellation, over if she would have had a used car policy and less coverage.
The last form that I have attached is the back side of the Vehicle Extended Service Agreement. This form spells out the details in the event that the customer chooses to give notice of cancellation and wishes to terminate the agreement.
I am the same Customer Relations Manager who wrote the first response yesterday. I referred to the e-mail that the customer wrote on February 25, 2015. The customer did not include her telephone number in her e-mail. I obtained her phone number from the Finance Manager. From my office at Toyota of Poway I called the customer with the Finance Director and Finance Manager present in my office. I left a detailed message for the customer and left my name and I repeated my telephone number twice to make sure that she had my correct phone number. In the 3 weeks that have passed since I left the customer a message, I never received a return phone call.
Ms. [redacted], if you require any additional information, please do not hesitate to contact me. You have my contact information on file.
This response accompanied by the attached documentation, should close this complaint.
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. Just let it be known that Poway Toyota had wavered on their previously made statements and had contradicted themselves in back-to-back messages. I appreciated their willingness to help me purchase my next vehicle but I will think long and hard before I consider them again.
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 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 customer. For any other questions call Cusotmer Relations Managerat [redacted]
Sincerly,
[redacted]
Toyota of Poway
CR Manager
###-###-#### ex.[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.
First of all, the entire work order is a computer print out. 2 pages worth of information that spell out all the work that was done. NO WHERE on this print out does it state that my car ran rough or that it had a low fuel light on. I was only shown this AFTER I returned to Toyota, It is a hand scribbled note on the bottom of a page that could have written at any time by any person.
Second, I have been driving this car for 6 or 7 years and I know when the gas light is about to come on. I had at least 50 more mile to go before that was going to occur. I had just dropped my wife off at the movie theater and mentioned to her, " We will need to get gas before we head home" I was well aware of the gas situation. The car was running perfect.
Third, Mr. [redacted] obviously didn't read my complaint very well. I had [redacted] Auto clean my throttle body out. They did NOT reset my computer. Toyota already did that, witch is why my car started to idle poorly. The computer had been compensating for the long, slow build up of dirt. When Toyota reset the computer, as per the recall, then the car started to run bad. The computer was no longer attempting to compensate for a dirty throttle body. Over a period of time the computer would have figured it out and gone back to it's previous setting. I'm not saying it's ok to have a dirty throttle body, but this is what happened and this is how it happened.
Fourth, why on earth would I take my car back to people who are clearly lying to me? They will NEVER work on my car again!
Regards,
[redacted]
September 16, 2016 The Revdex.com Attn: Ms. [redacted] 4747 Viewridge Avenue #200 San...
Diego, CA 92123 Dear Ms. [redacted]: This letter is in response to a complaint that was received at Toyota of Poway on Friday September 16, 2016. 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. [redacted], 1) The customer came in as an employee referral and was given a great deal at <$1,750> 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 3 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 $1,000 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 13631 Poway Road Poway, CA 92064 (858) 486-2900
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
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.
The response sent by Toyota of Poway was unprofessional and inaccurate. I have a multitude of emails, texts and phone call logs (and I would assume their security camera system as well) that proves that I did in fact show up at Toyota of Poway just before 9PM (less than 30 minutes after their advertised business hours of 8:30PM where several customers aside from myself were still in attendance, not over an hour after closing as stated by the responding manager). I would be happy to provide them to show how inaccurate the statements by Toyota of Poway are. Additionally, I test drove the 2008 X-runner shortly after 9PM, which is hard to do if I never showed up. I cannot accept such an unprofessional and inaccurate response from a manager representing Toyota of Poway. Its a shame the deal didn't happen, but the inaccurate statements aren't consistent with professional business practices.
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]:
[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 $500.
Me: What? That is expensive. I told you that both FOBs do not work. Why would both FOBs fail at the same time?
[redacted]: I [redacted]t know.
Me: (Thinking: these guys are the authorized Toyota dealer and [redacted]t know what is wrong): Anyway, I told you that I [redacted]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?
[redacted]: We cover the parts and labor under our standard workmanship warranty. Me: OK. But still $500 is expensive. What about my second FOB?
[redacted]: 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 $250 for the second FOB. I 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.
2-4 hours later: [redacted] finally calls me and tells me that I need to pay an additional $250 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 [redacted]'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 false impression that the car and the TWO fobs would be covered by the initial $500.
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 $500. 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 [redacted]. If this issue is not resolved by Toyota [redacted], then I will proceed to take it up the chain of command. And everyone up the chain of command will know about this issue.
$250 for the second FOB will not break the bank at Toyota [redacted]. But it does hurt me more than it does for Toyota [redacted]. 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 [redacted].
Regards,
[redacted]
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.
Mr. M[redacted] I would like to remind you of your opening statement. You 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 goal. I do not feel that anything better is going to be offered to me, as you ended you last statement with "[redacted], as far as Toyota of Poway is concerned, this case is closed"
Thank you for the $10 gas card. I can arrange to have it picked up or you can mail it.
Regards,
[redacted]
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. [redacted]
January 23, 2015
[redacted]
The Revdex.com
4747 Viewridge Avenue#200
San Diego, CA 92123
Dear Ms. [redacted],
This letter is in response to a complaint that I received at Toyota of Poway on Friday January 23, 2015. The complaint...
ID is [redacted] and is from Mr. [redacted] in Valley Center, CA.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. Mr. [redacted] submitted an internet inquiry on a new
Toyota vehicle. One of our Internet Managers
made an honest inadvertent error in his out the door price quote which doubled the
$1,500 rebate, therefore showing a price which was $1,500 below our advertised
price. When Mr. and Mrs. [redacted] came in to the dealership on 1/21/15, we
discovered the error and explained to the [redacted] what had happened. We apologized and offered to give them a
discount substantially below our advertised sales price, but explained we
were unable to sell the vehicle at the price which contained the error. The [redacted] were very courteous and said that they
understood completely, but their budget dictated they could only pay a certain
amount and they left without the car. They thanked everyone, giving us no clue or hint that they were anything
more than disappointed.
The next day on Thursday January 23rd [redacted] Toyota of Poway's General Sales Manager, made the same offer to Mr. [redacted] and offered him $750.00 below the advertised price of the vehicle.
Mr. [redacted] declined the offer.
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
###-###-#### ext. [redacted]
To whom this may concern,
In response to complaint #[redacted] with [redacted]. We will just give her the Rock Rails free of charge for customer satisfaction as a goodwill (one time). We will order this part and let the customer know when it is in and ready to install. Please...
review and close case.
Thank you,
[redacted]
Toyota of Poway
###-###-####0
[redacted]@toyotaofpoway.com
03-18-2015
Dear...
Ms. [redacted],
This letter is in response
to complaint # [redacted] that was submitted to the Revdex.com on
March 17, 2015 at 11:46 AM.
The customer purchased a
2010 Toyota Rav4 from Toyota of Poway on October 13, 2013. Originally,
the customer did not want to purchase a vehicle service agreement with her
car. She then came back to the
dealership and said that she changed her mind and that she would like to have
the vehicle service agreement. Her
entire purchase was re-written to include the vehicle service agreement. This was a well thought decision on the part
of the customer. The customer purchased
a new vehicle service agreement which covers the car for 7 years or 100,000
miles, whichever comes first. The cost of the vehicle service agreement
was $1,999.00. Since the car that the customer purchased was a used car,
it was still under the factory warranty and it qualified for a new car service
agreement. The date the vehicle service agreement is in
effect is the date the vehicle was first sold, which was September 6,
2010. All of these details were explained to the customer at the time the
vehicle was purchased. The Finance Manager never stated that the
vehicle service agreement would go into effect from the date of purchase.
The Finance Manager never told
the customer she would get the entire amount of the $1,999.00 back. The Finance Manager never mentioned anything
about the refund.
The customer and the Finance
Manager had a conversation on February 25, 2015. The finance Manager
found it necessary to terminate the phone call because the customer was being
rude and insulting.
Sincerely,
[redacted]
Customer Relations Manager
Toyota of Poway
13631 Poway Road
Poway, CA 921064
[redacted]
March 19, 2015
Ms. Sarah [redacted]
Revdex.com of San Diego
4747 Viewridge Ave Suite 200
San Diego, CA 92123
Dear Ms. [redacted],
This letter is in response to a rejection from the customer associated with Complaint ID # [redacted].
No facts have been distorted by Toyota of Poway in reference to the above Complaint ID. I have attached a copy of the original Vehicle Extended Service Agreement. This document, which the customer has reviewed and signed, includes all of the customers personal information, Toyota of Poway's dealer information as well as the vehicle information for the vehicle she purchased. The customer was given a copy of this signed agreement.
The finance Director and the Finance Manager are both very professional and treat all customers with the utmost respect including the customer who purchased this vehicle. The refund form that the customer signed at Toyota of Poway includes the same dealer, customer and vehicle information. The Finance Manager would never state to a client the refund would be 100% of the purchase price from over a year before.
Toyota of Poway acted in the customer's best interest in writing the "NEW CAR" Vehicle Service Agreement (VSA) even though the effective date was back on 09-06-10. By doing so, the new car VSA policy would expire on 09-06-17, where a "USED CAR" VSA, if purchased, would have expired on 10-13-16. This would give the customer an extra 11 months of coverage for the same price as the used car policy. The new car VSA mileage would expire at 100,000 miles, whereas the used car VSA is only an additional 36,000 miles. Her car had 26,873 miles at delivery on 10-13-13, so the used car policy would have had an expiration mileage of 62,873. The new car VSA was better for the customer in every way. In addition, the original retail price of $1,999.00 that the customer signed and agreed to is listed on the form. The refund amount, Cancellation Fee and Net Refund were left blank on this form pending completion by First Extended Services, the Vehicle Service Agreement administrator.
1) The new car policy was the same price as the used car policy.
2) Had 11 months additional coverage
3) Had an additional 37,127 miles of coverage.
New car policy has an additional $165.00 refund amount upon cancellation, over if she would have had a used car policy and less coverage.
The last form that I have attached is the back side of the Vehicle Extended Service Agreement. This form spells out the details in the event that the customer chooses to give notice of cancellation and wishes to terminate the agreement.
I am the same Customer Relations Manager who wrote the first response yesterday. I referred to the e-mail that the customer wrote on February 25, 2015. The customer did not include her telephone number in her e-mail. I obtained her phone number from the Finance Manager. From my office at Toyota of Poway I called the customer with the Finance Director and Finance Manager present in my office. I left a detailed message for the customer and left my name and I repeated my telephone number twice to make sure that she had my correct phone number. In the 3 weeks that have passed since I left the customer a message, I never received a return phone call.
Ms. [redacted], if you require any additional information, please do not hesitate to contact me. You have my contact information on file.
This response accompanied by the attached documentation, should close this complaint.
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. Just let it be known that Poway Toyota had wavered on their previously made statements and had contradicted themselves in back-to-back messages. I appreciated their willingness to help me purchase my next vehicle but I will think long and hard before I consider them again.
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.
CASE #[redacted]
[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 customer. For any other questions call Cusotmer Relations Managerat [redacted]
Sincerly,
[redacted]
Toyota of Poway
CR Manager
###-###-#### ex.[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.
First of all, the entire work order is a computer print out. 2 pages worth of information that spell out all the work that was done. NO WHERE on this print out does it state that my car ran rough or that it had a low fuel light on. I was only shown this AFTER I returned to Toyota, It is a hand scribbled note on the bottom of a page that could have written at any time by any person.
Second, I have been driving this car for 6 or 7 years and I know when the gas light is about to come on. I had at least 50 more mile to go before that was going to occur. I had just dropped my wife off at the movie theater and mentioned to her, " We will need to get gas before we head home" I was well aware of the gas situation. The car was running perfect.
Third, Mr. [redacted] obviously didn't read my complaint very well. I had [redacted] Auto clean my throttle body out. They did NOT reset my computer. Toyota already did that, witch is why my car started to idle poorly. The computer had been compensating for the long, slow build up of dirt. When Toyota reset the computer, as per the recall, then the car started to run bad. The computer was no longer attempting to compensate for a dirty throttle body. Over a period of time the computer would have figured it out and gone back to it's previous setting. I'm not saying it's ok to have a dirty throttle body, but this is what happened and this is how it happened.
Fourth, why on earth would I take my car back to people who are clearly lying to me? They will NEVER work on my car again!
Regards,
[redacted]
September 16, 2016 The Revdex.com Attn: Ms. [redacted] 4747 Viewridge Avenue #200 San...
Diego, CA 92123 Dear Ms. [redacted]: This letter is in response to a complaint that was received at Toyota of Poway on Friday September 16, 2016. 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. [redacted], 1) The customer came in as an employee referral and was given a great deal at <$1,750> 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 3 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 $1,000 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 13631 Poway Road Poway, CA 92064 (858) 486-2900
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Regards,
[redacted]