Toyota San Diego

Mrs. [redacted] purchased a vehicle that she later traded in at a Mercedes dealership.  She has brought us all the proper documents to cancell her finance products and we have processed them for her.  At her request and to show goodwill the dealership also cancelled a non cancellable item...

(Crystal Fusion) for customer satisfaction reasons.  The alarm was not cancelled since it was already installed on the vehicle and traded in to another (Mercedes) dealership.

First and foremost I would like to apologize for any inconvenience the dealership has caused.  It is our goal to provide an excellent experience for all...

our customers. As for the coolant cap and the loose hubcap, this was human error and we have coached and counseled our employee who conducted the work on your vehicle.
At Toyota San Diego we pride ourselves in taking care of the customer as is evident by the number of people involved in trying to make the customer happy.  We have even purchased, at our expense, new hubcaps for the customer in hope that they would not make as much noise as the originals.  Unfortunately we do not make the rules as to what is a warrantable issue at the dealership level.  Therefore we have contacted Toyota on this issue and both the dealership and Toyota have relayed the information to the customer that this is a normal operating characteristic.   I am sorry that you feel that the information that you are receiving is unacceptable but we have tried everything we are aware of to minimize noise. 
As for this being a known issue, it is not only Toyota hubcaps that make noise from time to time, it is all vehicles that have hubcaps.  Since this is not a warrantable situation and the dealership can't change that decision, and again for customer satisfaction reasons, Toyota San Diego would be happy to sell to the customer a set of alloy wheels at our cost if that is what the customer wants.

We truly apologize for not being able to provide the customer with the information she is seeking.  The customer has opened cases with Toyota Motor Sales and has been told that the information she wants is unavailable.  We have also tried to get that information but have been unable to get a specific timeframe.As Toyota San Diego, a dealership, we commit to getting the information to the customer immediately once we receive any updates on her vehicle.Again we apologize for the frustration but this is a Toyota Motor Sales national issue.

Spoke to the customer today and she indicated that she is getting a copy of the phone bill to submit for reimbursement.  In the interesrt of customer satisfaction, Toyota San Diego has agreed to pay interest on the down payment and reimburse for the phone calls made to the dealership.

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.
Regards,
[redacted]

I have called the customer and left a direct number for myself to discuss the situation.

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.
they damaged my emergency brake  , my rear brakes  and I will file a police reprt on fog lights and mud flaps as they stole them .   once I file a police report I will be able to request a digital footprint from  sdpd.   if I do get the stolen fog lights reinstalled it will not be at toyota san diego
and I will take them to small claims court.they did not address that  i could have been killed in a car accident because they left my brakes like mush at their glossy chop shop
Regards,
[redacted]

We truly apologize for not being able to provide the customer with the information she is seeking.  The customer has opened cases with Toyota Motor Sales and has been told that the information she wants is unavailable.  We have also tried to get that information but have been unable to get a specific timeframe.
As Toyota San Diego, a dealership, we commit to getting the information to the customer immediately once we receive any updates on her vehicle.
Again we apologize for the frustration but this is a Toyota Motor Sales national issue.

The customer is correct in most of the facts provided.  Unfortunately 1 of the parts was on back order with Toyota and we received it on August 10th.  Since then we have tried contact the customer numerous times and left 4 seperate voicemails but have not received a call back.  The...

Parts Manager has offered the customer his personal cell pohone number so that he could assist and deliver on his commitment to help.  We still have the part that was cut specifically for his vehicle and not returnable to Toyota since it would be unusable on any other car.
Please have the customner contact [redacted], Parts Manager, and we would be happy to follow through on all commitments made.  We apoligize for any inconvenience that this has caused.

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.
Regards,
[redacted]

Toyota San Diego apoligizes for any inconvenience as we have had  an overwhelming response to our direct mail piece.  We apoligize that [redacted] did not recieve the gift card and for customer satisfaction, we will be mailing one out to her at:
 
[redacted]
[redacted]...

[redacted]
[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.
Regards,
[redacted]

Contacted customer and he came in to buy vehicle at agreed price.

I spoke to Mrs. [redacted] today and she explained her situation.  Toyota San Diego will be refunding her the $115 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.

We worked with the customer directly and her issue has been resolved.

I would really like to help but unfortunately the vehicle is not produced by Toyota with foglamps or splash guards.  As for the brakes, there was no complaint at the time that we serviced the vehicle nor did we find any concern with them in our inspection.  I can't be sure what happened after the vehicle left the dealership but given the oppurtunity, we would have addressed any concern if there was one. 
Toyota San Diego would assist the customer in finding an outside facility that may be able to install foglamps and/or splashguards and extend our pricing to them if they so choose.

Toyota San Diego will have this  system removed and Toyota San Diego will incurr the cost for the installation, removal, and the return of the used unit. please realize that this unit is in perfect working order and the only reaon we are removing it at our cost is in the interest of customer satisfaction. We have contacted the customer and have made an appointment at her requested time of  11 Am March 26th to have the work done. This should conclude this case, Thank you for your help in this matter.
 
[redacted]
Finance Director

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

On 7/18/2013 the said vehicle was in our dealership for serice. At this time the vehicle had 117,652 miles.  On Repair Order # [redacted] it was noted that the vehicle had a leak and torn /ripped boot on the steering rack.  The customer was advised and authorized repairs in the...

amount of $958.90 after a $100 discount given by dealership.
On 4/8/2014  the vehicle came back to the dealership with a complaint of a leak.  At this time the vehicle had 132,095 miles.  On Repair Order #[redacted] the techician inspected the vehicle and noted that indeed there was a leak but it was from the hose of the Pewer steering system and not the Steering Rack that was replaced during the last visit.  This hose was not replaced during the last repair because it was not leaking at that time nor was the customer charged for it.  We recommended that the customer replace the steering lines but the repair was declined.
As you can see, the two issues are not the same repair.  Toyota San Diego did the initial repair and no concerns were brought to our attention for nearly 9 months and 14,443 miles.

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.
Regards,
[redacted]