Toyota San Diego

In response to this complaint, we have looked at the supporting documents in the transaction all signatures on all disclosures are presentThat being said, the main
issue seems to be that the Karrtrack system works perfectly but the customer’s computer cant correctly display Google maps; this would be a software/hardware issue that doesn’t interfere with the functionality of the unit soldI verified with *** *** and our policy is to never give the amount of discount an insurance company may or may not give for security products, but in a conversation with *** *** she did say that her insurance company did give her a discount for this tracking systemWe did offer to remove the unit but just like any used item we would not receive a full credit for the unit since it is not defective and there are charges involved with the installation and removal of the unit as wellThe amount of refund that MsCriss would receive would be prorated for these charges but we are still willing to arrange the removal at her earliest convenience
If you have any questions please don’t hesitate to contact me directly,
*** ***
ext ***

The customer came in last night and worked directly with our Finance Director. We were able to stop the funding of the old contract and rewrote a new contract for her. We removed the items that she did not want and lowered the price on another for herCustomer was happy
with outcome and indicated she would close the case.We apoligize for any inconvenience

As stated previously, Toyota San Diego has submitted the paperwork for the refund of the service contract and Crystal Fusion
All the finance products purchased by the customer are listed seperately on the Contract, Pre-Contract Disclosure, and Optional Product Disclosure as follows:
Service Contract $
Alarm $
Crystal Fusion $
These items are listed the same way on all three seperate documents and were all signed by the customer. The latter two contain only the items that were purchased by the customer with the costs so to ensure that a customer knows exactly what they are purchasing and for how much. The $1,that was charged on the credit card was for the down payment and listed as such on the contract

Our records indicate that the refund check issued to the customer was cashed by the bank on 1/26/2015. Toyota San Diego apologizes for any inconvenience incurred by the customer

In response to Mr***’s follow up letter to complaint ID
***, please consider the following
As expressed in our
original response, we feel strongly that we presented the customer with a
sincere apology and a valuable effort to rectify our error. It appears
that some of what Mr*** is addressing as factual errors, may be errors
of interpretation or perception
First, I stand by the
statement that the mistake was unintentional and unfortunate. There
was no malicious intent to sell a vehicle that was already contracted.
The dealership gained nothing, but lost credibility with the customer, time spent
rectifying the error, unnecessary trades, as ongoing time and resources
including this process
Secondly, to keep it in
the context of my original response, based on what our employees had to do to
secure a second vehicle, I felt at that point, it would be difficult to meet
the customer’s expectationsInterpretation versus fact
Finally, I can assure
you that Toyota San Diego lost here. Mr***’s statement that “we
profited heavily by selling a car that was contractually sold” can not be
separated from the resources invested by the dealership in trading a desirable
unit, time and resources spent and losing a customer
I recognize and never
intended to minimize the major inconvenience that the customer and his family
had to deal with because of our mistake. We have apologized and will continue
to do so sincerely. We are sorry this happened. We are sorry there
was a human error that caused Mr*** to have to cancel a vacation.
I do feel strongly that Toyota San Diego did what was in its power to repair
the mistake
Finally, as it relates to Mr***’s request, I stand by our
original response. The Revdex.com can rest assured that Toyota San Diego strives
to be best in class when it comes to community involvement and as stated
previously, will continue to donate generously to worthy causes. There is
a process in place where our employees help decide which charities to donate to
and it is fair and effective, and this is how our donations will continue to be
handled

The customer was in the dealership yesterday and the dents were taken out of the vehicle. The customer indicated at the time that she was calling to rescind her complaint. Please have her contact her Service Advisor *** *** or *** ***, our Service Manager at (619)727-
if any further assistance is needed

Toyota has issued a warranty enhancement on the vehicle and yes her vehicle has failed the test. Therefore Toyota is going to repair the vehicle. This is NOT a recall but rather an enhancement to the warranty
To clarify, we do not have the parts to do the
repair. The parts are distributed by Toyota specifically for the vehicles and are currently on National back orderToyota is working with their vendors to get us parts for this repair but we have not received hers as of yet. We apologize for any information that was given that turned out to be inaccurate as we can only relay what is given to us by Toyota.Toyota Corporate and us the dealer have spoken to the customer and relayed the latest information available. As a dealership, Toyota San Diego, does not have control of the parts distribution or the rules that apply to customers that have this concern. Toyota is not allowing for rental vehicles for customers experiencing this situation. We do not make rules nor can we changed them.
After speaking with the customer and explaining the most current information, I contacted our representative for Toyota to make sure that there was not any new information regarding timing and rental car status. Unfortunately there is not and the information given to the customer is the most up to date information availableThe customer contacted Toyota again after our conversation and was given the same information by a representative and the center supervisorAt Toyota San Diego we strive for customer satisfaction but we apologize that we can't provide the customer the information or outcome she is seeking

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory - based on the continued funcitonality of the vehicleI
will continue to monitor the vehicle's performance and bring any malfunctions to the attention of the branch manager, should issues arise in the near future.I opted for a full refund as a means to discontinue our relationship and free both parties from future repairsA refund was not a viable option to the branch. I opted for a fair travalue as a means to continue my business with the branch and to finance a better functioning vehicleThe travalue given was 1K based on what the manager explained to me as, "vehicles depreciate over time." My car's value depreciated 4K-5K after 60-days of ownership and I made an informed decision to declineBased on that logic, the car lost value for the total of 2-weeks that the car was in their care; one-week per repair and every day since it started to show early signs of failure, which began less than 60-days of ownership. While I am happy to consider this matter closed, for now, I have every intention of returning to the branch and utilizing the manufacturer's warranty on all parts replaced, should future repairs (on the major repairs rendered) be necessary. If a third repair is necessary, unrelated to the previous two malfunctions (or the car will not pass California's smog regulations), I have every intention of returning to the branch to seek closure on a vehicle that may, at that point, be beyond economical repair or pose as a safety issue. I accepted the second complimentary repair based on having no other alternative to get to and from workIf the car fails a third time, at that point, it may be worth nothing (to Toyota San Diego) in terms of a travalue which again, puts me at a loss due to my continued in faith in Toyota San Diego. I will consider this complaint resolved, unless the vehicle fails a third timeWhile I am appreciative of the discounted repair (for the first mechanical failure) and the complimentary repair (for the second mechanical failure) - I may opt for a new / updated Revdex.com complaint in addition to filing through small claims court if I cannot come to an agreement with Toyota San Diego for the third incident.Having been denied for a refund, twice, since the car's two failures in a 90-day time period, has led to a loss in the car's value to Toyota San Diego and a loss of patience on my endI have done my due diligence in seeking a fast and fair resolution, and I only ask that Toyota do the same should issues persist.
Regards,
*** ***

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.The amount of the check does not include to cover the expenses I incurred while on vacation to communicate and find out about the checkIt does not include any interest for keeping my money for over a month
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Regards,
*** ***

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
My GOD toyota el cajon fixed my brakes reari have paperwork I was afraiddto go back to toyota san diego .there is paper documentation from other dealer toyota documenting that they fixed brake safter toyota san diego left ebrake dangling by a thread and I swear toyota san diego had rear brakes switched outthey are lying they removed fog lights when they did window etchingi have received several calls but would prefer email contact.I swear and my my mother and fathers graves that I HAD FOG LIGHTS> I know this sounds cuckoo but read the yelp reviews something VERY WRONG AT TOYOTA SAN DIEGOwhile I may be a few sheets to the wind they removed my fog lights.there is even a graphic on headlight switchi just have to get a digital foot printstupid of me to not have forced them to take a picture of car at purchase I feel so ripped off and disgusted
Regards,
*** ***

I spoke to Mrs*** today and she explained her situation. Toyota San Diego will be refunding her the $she requested for cusrtomer satisfaction reasons and we apoligize for any inconvenience that she may have experienced. She conveyed that she was happy that we called and took
the time to review her situation and refund of her diagnosis fee

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.[The claim that the damage done to my vehicle could only happen over a long period of time is falseThe service writer for Toyota of San Diego called to inform me that my car was ready to be picked up and that he had power washed the inside engine compartment and that he went ahead and power washed the outside of my vehicle because it was dirtyHolding a power washer too close to a paint job will burn off the clear coatWhich was the result of him using a power washer intended for engine compartments on the hoodPrior to my visit the hood of my car had no damageI bought the car from them, certified new, and have been a loyal customer for yearsHe apologized for the damaged when I brought it to the managers attentionAfter taking my car to try to buff out the damage they denied there ever being damage after seeing that the buff job did inot get rid of the damageWhen I naturally got upset and was expressing my concerns he stopped me and asked if I was really upset about the damage or was it just me being an emotional women because of personal reasonsI have evidence that the damage was not there before taking it inI can also provide expert testimony that the damage done is quite possible due to the improper use of a power washerAll I was asking for was the damage that they did to my car be repaired]
Regards,
*** ***

I called and spoke with customer regarding complaint. He understands our privacy notice and is happy with dealership

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
First of all there are certain matters that the dealership failed to tell you, such as the fact that in front of my husband and I they offered us the alarm for free, as well as the crystal fusion. It was my error to believe them and my error to not look closely at the contract I signed,. I will stand before a judge and swear on a stack of Bibles that we were told the alarm and crystal fusion were free! We told them we would not buy the car if we have to pay for the alarm Also we purchased a warranty and paid $on my American Express. I owned the Toyota for less than thirty days and was entitled to a full refund of the warranty. When we went back to get our $we were told we would receive only $1276.00. They have been unable to tell us where the other $is and where it went. They are not honest. I know that I cannot do anything about this since I signed the contract unknowingly with the alarm and the crystal fusion on there, however after much discussion we are getting back the full $1500.00, but not because the warranty was $the warranty was only $1276.00, they are giving me money back from Crystal Fusion Company. So where is the $that originally was meant for the warranty. I do not know, nor will we ever knowIf this helps any other senior citizens or family to be aware of Toyota San Diego then we will feel better about our poor judgment in being taken by them. I am telling the truth!! They lied!!! Save some other person from this, tell them to read every fine, little tiny print and bring a recorder to record every word spoken in finance.
Thank you

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
its unacceptable that Toyota is not resolving this known issue and blaming it on the hubcapswhy sell a new car that they know will have this known issuei want to return the car and get a different car and want all the money I put in on this car that is making ticking noises.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action or lack of action would not resolve my complaint.  Toyota of USA advised me to speak to the management of the dealership because they have the most recent information through their Regional Parts Representative. I believe after 6 months of being misled and with the parts still on backorder, the absolute minimum the dealership should do is obtain a manufacturing and distribution schedule for the parts required to fix my vehicle as well as others. This information must be available somewhere within the Toyota Corporation and the dealership, along with their regional parts rep, should be able to obtain it with enough effort. I have requested the name of the Regional Parts Rep from both Toyota of San Diego and Toyota of USA, in hopes of trying to obtain an ETA, but was denied that information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory - based on the continued funcitonality of...

the vehicle. I will continue to monitor the vehicle's performance and bring any malfunctions to the attention of the branch manager, should issues arise in the near future.I opted for a full refund as a means to discontinue our relationship and free both parties from future repairs. A refund was not a viable option to the branch. 
I opted for a fair trade-in value as a means to continue my business with the branch and to finance a better functioning vehicle. The trade-in value given was 1K based on what the manager explained to me as, "vehicles depreciate over time." My car's value depreciated 4K-5K after 60-90 days of ownership and I made an informed decision to decline. Based on that logic, the car lost value for the total of 2-weeks that the car was in their care; one-week per repair and every day since it started to show early signs of failure, which began less than 60-days of ownership. 
While I am happy to consider this matter closed, for now, I have every intention of returning to the branch and utilizing the manufacturer's warranty on all parts replaced, should future repairs (on the 2 major repairs rendered) be necessary. 
If a third repair is necessary, unrelated to the previous two malfunctions (or the car will not pass California's smog regulations), I have every intention of returning to the branch to seek closure on a vehicle that may, at that point, be beyond economical repair or pose as a safety issue. 
I accepted the second complimentary repair based on having no other alternative to get to and from work. If the car fails a third time, at that point, it may be worth nothing (to Toyota San Diego) in terms of a trade-in value which again, puts me at a loss due to my continued in faith in Toyota San Diego. 
I will consider this complaint resolved, unless the vehicle fails a third time. While I am appreciative of the discounted repair (for the first mechanical failure) and the complimentary repair (for the second mechanical failure) - I may opt for a new / updated Revdex.com complaint in addition to filing through small claims court if I cannot come to an agreement with Toyota San Diego for the third incident.
Having been denied for a refund, twice, since the car's two failures in a 90-day time period, has led to a loss in the car's value to Toyota San Diego and a loss of patience on my end. I have done my due diligence in seeking a fast and fair resolution, and I only ask that Toyota do the same should issues persist. 
Regards,
[redacted]

I think it is important to understand the facts.
The leak that the customer was experiencing on the second visit was not the same issue as what was repaired aprox. 9 months and 14,000 miles prior. 
If the issue was the same, the repair would have been covered by Toyota's 12 month, unlimited miles warranty so there would have been no reason for both Toyota dealers to do the repair. 
We surely would have done the repair if the part replaced was the cause for the concern but it was not. 
Upon pulling up the Repair Order from Mossy Toyota, which is where the customer had the work done, it is apparent that our diagnosis was correct.  Mossy Toyota replaced the power steering hoses and not the power steering rack which is the repair that Toyota San Diego previously performed.  
If our repair was the problem then Mossy Toyota could of also replaced the part under warranty but they did not.
It is apparent that the customer had numerous repairs done at Mossy Toyota.  The repairs are as follows: 
Belt Replacement
Air filter replacement
Valve cover gasket
engine mount
tire pressure sensor
transmission service
spark plugs              
It seems as if the customer is asking for Toyota San Diego to cover all repairs made at another dealership that have nothing to do with our initial repair. In light of all this information, Toyota San Diego feels that we made the proper diagnosis and that we are not responsible for any of the repairs performed at another dealership.

We have reviewed the customer’s complaint and feel that we have handled the situation correctly.  After interviewing all employees involved,...

reviewing pictures of the vehicle and reviewing videotape of the visits we ask that the customer ceases to visit our business.  The alleged damage to her vehicle happened over long periods of time and could not have been a result of a car wash that was never performed by Toyota San Diego.  Her actions against our employees, our customers, and the dealership is unacceptable on many levels and can’t be tolerated.  It is unfortunate that this situation could not be remedied because there always seems to be a way to come to a satisfactory outcome by all.  However this particular situation and customer conduct was unlike any we have ever experienced at Toyota San Diego.