Toyota of Surprise

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.Attached you will find the work order we were given by *** prior to getting the work doneIf you note, it does not state "Radiator" anywhere on this work orderIt states transmission pan casket and cooler, timing belt and outers and the water pumpIt does not state "radiator" any where on this sheet of recommended services I have done auto maintenance for years and had never heard of the transmission cooler being in the radiatorThey never said they were replacing the radiatorWe knew the radiator was new and had been replacedAfter I got home from picking up the van, we went to look for the transmission coolerWe had no clue it was in the radiatorThey never once disclosed this until we called them and questioned them about where the transmission cooler wasThat was when they said it was the radiatorWe even asked for the old radiator back, but we were not able to get it We most likely will never go back there because we felt we were not treated fairly Most problems in this world happen because things are not communicated properlyThis is one of those instances where the dealership assumed we knew that the transmission cooler was in the radiatorWe had never owned a Toyota prior to this one and I assumed that the transmission cooler was a completely different part like it has been on all the vehicles I have worked on that we have ownedThe dealership did not explain that to us eitherThey assumed we knew that the transmission cooler was part of the radiator
They did not bill us for a transmission cooler! They billed us for a radiator! We tried to work it out with themWe have talked to a couple of people at their dealership to no availWe then reached out to Toyota and had no successWe then reached out to the Revdex.com for helpWe just don't want something like this to happen to other peopleClear communication is what is needed and we felt that we were not treated that wayWe had been in looking at new vehicles prior to purchasing this used vanWe feel we were taken advantage of because of our good credit rating
If you have any further questions, I would be glad to talk to you.
Regards,
*** ***

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.Attached you will find the work order we were given by [redacted] prior to getting the work done. If you note, it does not state "Radiator" anywhere on this work order. It states transmission pan casket and cooler, timing belt and outers and the water pump. It does not state "radiator" any where on this sheet of recommended services.  I have done auto maintenance for years and had never heard of the transmission cooler being in the radiator. They never said they were replacing the radiator. We knew the radiator was new and had been replaced. After I  got home from picking up the van,  we went to look for the transmission cooler. We had no clue it was in the radiator. They never once disclosed this until we called them and questioned them about where the transmission cooler was. That was when they said it was the radiator. We even asked for the old radiator back, but we were not able to get it.   We most likely will never go back there because we felt we were not treated fairly.  Most problems in this world happen because things are not communicated properly. This is one of those instances where the dealership assumed we knew that the transmission cooler was in the radiator. We had never owned a Toyota prior to this one and I assumed that the transmission cooler was a completely different part like it has been on all the vehicles I have worked on that we have owned. The dealership did not explain that to us either. They assumed we knew that the transmission cooler was part of the radiator.   
  
They did not bill us for a transmission cooler! They billed us for a radiator! We tried to work it out with them. We have talked to a couple of people at their dealership to no avail. We then reached out to Toyota and had no success. We then reached out to the Revdex.com for help. We just don't want something like this to happen to other people. Clear communication is what is needed and we felt that we were not treated that way. We had been in looking at new vehicles prior to purchasing this used van. We feel we were taken advantage of because of our good credit rating.    
 
If you have any further questions, I would be glad to talk to you. 
 
Regards,

In response to the complaint tiled by Mr. [redacted],On September 30th 20 14. [redacted] did bring in her vehicle, recently purchased at an Auto [redacted], and requested that we perform a courtesy visual inspection. During the inspection, we found several items that needed attention. One of the items...

being a leak from the Transmission oil cooler, which is contained in the radiator. We contacted the customer and they approved several items, including the radiator replacement, and declined several items including an unsafe tire. There were never any questions regarding whether or not the cooler was contained within the radiator, nor was there any intent to mislead the client into not knowing that the oil cooler was contained in the radiator. The customer approved the repairs and the repair amount. They then came in, picked up the vehicle, paid the bill, and signed the invoice that clearly states we replaced the radiator for the transmission oil cooler leak. (Please refer to the signed invoice that we have included.) Since then, the client has reached out to us as well as Toyota Motor Sales of America, and we have both responded to the customer that we performed the repairs as approved. the customer received the repairs as approved and that the request for $63367 is not justified. Toyota of Surprise will not be issuing a refund in this matter as requested by the customer.

In final response to complaint [redacted] we hope that the customer understands that communication is of top priority for us and the correct nomenclature of an item is important.  Whether we call it the Cooler or the Radiator we do know that the customer understood, approved and paid for the charges.  Our promise that we would satisfy the issues for the reasons that they brought it in still stands and it does not sound like there has been an issue with the repair.  Toyota Motors wants to know what parts we are replacing so we use the correct nomenclature that Toyota would like on the Repair Order and then try our very best to communicate that to the customer.  When we contacted the customer and explained that the radiator needed to be replaced, due to the leaking transmission cooler located inside the radiator, they approved the work.  To address the first write up of a Repair Order we do not necessarily begin with the exact part that is needed.  When a customer drops off a vehicle the complaint is addressed.  For example: Customer states that the vehicle is overheating.   At that point the car is routed to the technician, we wait for the technician to recommend repairs and then communicate back to the customer.    With this said we are very apologetic that the customers misunderstanding and would offer a Free Car Wash and their next oil change just for giving us another opportunity to serve them.