Toyota/Scion of Clovis

I have had pretty much dealings with this Toyota branch my whole lifeThe first was awhile back when my husband bought a car from themIt was an ok experience considering that we were buying a car and that typically takes forever for the processIt was my last experience with them that has prompted this reviewMy husband bought a Scion TC from them in that first experience I mentionedTheses scions have been known to burn too much oil so there is this test that Toyota does where if the car fails they will fix the problemWell we took it in recently because our scion was burning oil fast and my husband is going to LA every week so we need a reliable carWe took it in on a Saturday, left it there for hours and waited to hear back from themWhen we finally heard back they said that they couldn't do anything because we already did the test once and it is a one time dealThis was a complete lieWe called corporate and they confirmed that we can get the test as much as we need toThere is no limitSo we thought "ok that was frustrating, but maybe there was some misunderstandingKinda sucks that we were without our car all day for them to tell us they couldn't do anything but oh well." We called the store back and they set up another appointmentThe following Saturday we brought the car in again and left it thereMind you, we had to re arrange our schedules and get rides from people to get the things we needed to get doneHalf the days go by and we don't hear anything from them about the car being ready so my husband calls them just to see if it will be ready any time soon so I could pick it upThen they tell us that they still couldn't do anything because there is oil on the outside and the engine is making noisesWhy they couldn't tell us sooner or call I have no clueSo I walked to pick up the car because my husband couldn'tSo frustrated, we call corporate again and they tell us that we will have to get the engine opened up and if its something else not related to the defect we would have to pay for itWhich we were totally fine withWe just wanted our car fixedWe then tried calling the toyota of clovis people and got the run aroundThen my husband decided to call Michael's toyota in FresnoWe told them everything thats going on and said "oh yeah, we can do the test for you." So we are going with themToyota of clovis made our lives more complicated than they needed toSo hopefully thanks to Michael's we will get our car fixed and not have to borrow our parents car anymore

I am unclear as to the specifics of MrA [redacted] s concern and would ask for some communication to understand this fullyThat said, I am committed to making this right whatever that may be and sincerely apologize for the obvious frustrationI look forward to hearing from you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12210874, and find that this resolution is satisfactory to me Since becoming aware of the issue, MrHagan has appeared to be all over these issues in an effort to resolve He has provided me with the steps they intend to take to resolve and the beginnings of a timeline in which to do so

Initial Business Response /* (1000, 5, 2015/08/31) */
I am writing in response to a Revdex.com complaint made by *** *** on August 22ndMs*** came to the dealership on the 21st of August upset that she only received key when she purchased a used car earlier in the weekIt is
operating procedure to provide whatever key or keys we have available at the time of sale; however that always depends on what was provided to us when the car was acquired for our inventoryWe offered to pay for a second key Ms*** at our sister stroe Honda North where we have a charge accountShe expressed great dissatisfaction with the way she was treated at Honda North when inquiring about the cost of a new keyLater that day she phoned from another Honda store we were not affiliated with asking for us to pay for the keyWe responded by offering to reimburse her for the cost of the key if she would bring us a receiptShe said that was unacceptable and hung up the phoneThe client has not been receptive to our assistance
At this point we be happy to provide her with reimbursement for the cost of the key, or allow us to involve upper management at Honda North to get a key for her carAll of this would be at no cost to Ms***
We are hopeful to help Ms*** resolve this issue if she would allow us the options above to remedy the problemWe look forward to this being resolved in a timely fasion
Respectfully
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.Had I been advised of the TRUE cost of the key - I would have either declined, deferred or placed the onus of a second key on the dealership - not one but two employees - either misinformed or misledading did not allow for that option (my error in trusting them)
After taking hours of unpaid work time ($275), being treated unprofessionally, and AGAIN mislead (Omitted above above response - but told SPECIFICALLY I could go to whatever dealer I desired - which I did) - I am then told yet another story (Must return to the unprofessional dealership or pay out of pocket and wait for reimbursement)At this point in time the Toyota dealer has NO credibility - and no respect or trust given their misinformation,misleading information - and just falsehoods
The call was ended abruptly - as I am a medical provider - and after the day of...what I will politely refer to as "run around" - I had to respond to a patient call
I have not recontacted the Dealer as I have no trust or faith that they will honor their word - based on the aboveI work hour days during the week - and can ill afford to "take a chance" at the above mentioned resolution
I am unclear as to why the onus of the resolution falls to meI do not understand why the Toyota Dealer can not obtain the cost of the replacement key from the Clawson Honda Dealer - and cut a check directly to themAt such time as the check has cleared, I would schedule the programming of the replacement(This was another matter that the salesman failed to explain at the time of purchase - that I would require additional time to program a key (i.eappt with the service dept) - a very pertinent selling point that was not shared
I do not have the finances to pay for the key, especially when I will be looking at additional loss of work time to address this matter
Should my suggestion for the resolution be unsatisfactory, I will accept that I made a poor choice on this purchase, and move forward accordingly
Final Business Response /* (4000, 9, 2015/09/01) */
We would ask that the client contact the General Manager of Toyota of Clovis to resolve this issueAs stated in a prior repsonse, Toyota of Clovis is willing to help and offered possible soltions; however direct contact with the client is preferrred to help alleviate misunderstandingsThe General Manager is also willing to reach out to the client directly if that step would be easier due to thier busy scheduleWe look forward to helping the client further after direct communication can be made
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have made this effort, have lost wages, manager has not provided truthful and/or accurate information

Did you know that dealership Service Techs are on Commission only? wE JUST FOUND THIS OUTMy year old mother brought her Sienna LE to this Dealership for service and they tried to rip her off by telling her she needed more replaced than they originally thoughtThey told her tall storiesThey also have a refund check for over $5,that they have not refunded yet In the end, they replaced her transmission, then bungled the installation which ended up ruining her enginethey tore her engine apart, without her permission, then threw engine parts and the front bumper into her well maintained vehicle, when we came to tow it way from those robbers
DO NOT DO BUSINESS WITH CLOVIS TOYOTA THEY WILL RIP YOU OFF

Mr. [redacted] and I have been in touch and I am working on and immediate resolution on all of his concerns. I could not be more frustrated with my staff for "assuming" all will be handled and not following through. Mr. [redacted]'s frustrations are warranted and I feel terrible that we have caused this...

level of frustration on our valued guest. I am looking to have all concerns resolved to Mr. [redacted]'s complete satisfaction by the end of this week.

I am unclear as to the specifics of Mr. A[redacted]s concern and would ask for some communication to understand this fully. That said, I am committed to making this right whatever that may be and sincerely apologize for the obvious frustration. I look forward to hearing from you.

Initial Business Response /* (1000, 5, 2015/08/31) */
I am writing in response to a Revdex.com complaint made by [redacted] on August 22nd. Ms. [redacted] came to the dealership on the 21st of August upset that she only received 1 key when she purchased a used car earlier in the week....

It is normal operating procedure to provide whatever key or keys we have available at the time of sale; however that always depends on what was provided to us when the car was acquired for our inventory. We offered to pay for a second key Ms. [redacted] at our sister stroe Honda North where we have a charge account. She expressed great dissatisfaction with the way she was treated at Honda North when inquiring about the cost of a new key. Later that day she phoned from another Honda store we were not affiliated with asking for us to pay for the key. We responded by offering to reimburse her for the cost of the key if she would bring us a receipt. She said that was unacceptable and hung up the phone. The client has not been receptive to our assistance.
At this point we be happy to provide her with reimbursement for the cost of the key, or allow us to involve upper management at Honda North to get a key for her car. All of this would be at no cost to Ms. [redacted].
We are hopeful to help Ms. [redacted] resolve this issue if she would allow us the options above to remedy the problem. We look forward to this being resolved in a timely fasion.
Respectfully
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.Had I been advised of the TRUE cost of the key - I would have either declined, deferred or placed the onus of a second key on the dealership - not one but two employees - either misinformed or misledading did not allow for that option (my error in trusting them)
2. After taking 3 hours of unpaid work time ($275), being treated unprofessionally, and AGAIN mislead (Omitted above above response - but told SPECIFICALLY I could go to whatever dealer I desired - which I did) - I am then told yet another story (Must return to the unprofessional dealership or pay out of pocket and wait for reimbursement). At this point in time the Toyota dealer has NO credibility - and no respect or trust given their misinformation,misleading information - and just falsehoods.
3. The call was ended abruptly - as I am a medical provider - and after the day of...what I will politely refer to as "run around" - I had to respond to a patient call.
4. I have not recontacted the Dealer as I have no trust or faith that they will honor their word - based on the above. I work 5 12 hour days during the week - and can ill afford to "take a chance" at the above mentioned resolution.
5. I am unclear as to why the onus of the resolution falls to me. I do not understand why the Toyota Dealer can not obtain the cost of the replacement key from the Clawson Honda Dealer - and cut a check directly to them. At such time as the check has cleared, I would schedule the programming of the replacement. (This was another matter that the salesman failed to explain at the time of purchase - that I would require additional time to program a key (i.e. appt with the service dept) - a very pertinent selling point that was not shared.
6. I do not have the finances to pay for the key, especially when I will be looking at additional loss of work time to address this matter.
7. Should my suggestion for the resolution be unsatisfactory, I will accept that I made a poor choice on this purchase, and move forward accordingly.
Final Business Response /* (4000, 9, 2015/09/01) */
We would ask that the client contact the General Manager of Toyota of Clovis to resolve this issue. As stated in a prior repsonse, Toyota of Clovis is willing to help and offered possible soltions; however direct contact with the client is preferrred to help alleviate misunderstandings. The General Manager is also willing to reach out to the client directly if that step would be easier due to thier busy schedule. We look forward to helping the client further after direct communication can be made.
Final Consumer Response /* (4200, 11, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have made this effort, have lost wages, manager has not provided truthful and/or accurate information.

Initial Business Response /* (1000, 5, 2014/10/24) */
I spoke with this customer on 10/21/2014 in regards to their concerns. I informed them that the engine being tilted to the right side is how the vehicle is designed from Toyota and is normal, 1 also informed them that it is very common...

for customers to bring their vehicles to the dealership after having them at an independent repair shop complaining of leaking shocks. The reason for this is that independent shops do not know how a Toyota shock is designed and although the shack looks like it is leaking and needs to be replaced this in NOT the case_ Toyota shocks start to show signs of slight oil seepage when they are brand new and this is normal. Over a period of time they start to show signs of moderate oil seepage and this again is normal and not a sign of the shock being defective or needing to be replaced. Toyota calls this normal ail evaporation. Toyota has a chart supplied to our technicians that show 5 different levels of oil leakage and when to replace the shocks. (Customer was given this chart) Levels 1 and 2 are normal and levels 3, 4 and 5 are not normal and that is when we can recommend replacing the shock. Mrs. [redacted] shocks were determined to still be at level 1 after inspection by our factory trained technician and therefore we cannot replace them under warranty as this would be fraudulent. I did offer Mr. & Mrs. [redacted] free shock inspections every time they come in so we can monitor the levels of the leaks so we can make sure to replace them when needed. if you have any,oih-er questions or concerns related to this complaint please feel free to contact me @ (XXX)XXX-XXXX or email me at [redacted].
[redacted] L [redacted]
Service Manager (Toyota of Clovis)
Toyota of Clovis [redacted] Ave. I [redacted] California XXXXX Tel XXX XXX-XXXX
Fax: XXX XXX-XXXX / www.toyotaofclovis.com

I have had pretty much 2 dealings with this Toyota branch my whole life. The first was awhile back when my husband bought a car from them. It was an ok experience considering that we were buying a car and that typically takes forever for the process. It was my last experience with them that has prompted this review. My husband bought a 2007 Scion TC from them in that first experience I mentioned. Theses scions have been known to burn too much oil so there is this test that Toyota does where if the car fails they will fix the problem. Well we took it in recently because our scion was burning oil fast and my husband is going to LA every week so we need a reliable car. We took it in on a Saturday, left it there for hours and waited to hear back from them. When we finally heard back they said that they couldn't do anything because we already did the test once and it is a one time deal. This was a complete lie. We called corporate and they confirmed that we can get the test as much as we need to. There is no limit. So we thought "ok that was frustrating, but maybe there was some misunderstanding. Kinda sucks that we were without our car all day for them to tell us they couldn't do anything but oh well." We called the store back and they set up another appointment. The following Saturday we brought the car in again and left it there. Mind you, we had to re arrange our schedules and get rides from people to get the things we needed to get done. Half the days go by and we don't hear anything from them about the car being ready so my husband calls them just to see if it will be ready any time soon so I could pick it up. Then they tell us that they still couldn't do anything because there is oil on the outside and the engine is making noises. Why they couldn't tell us sooner or call I have no clue. So I walked to pick up the car because my husband couldn't. So frustrated, we call corporate again and they tell us that we will have to get the engine opened up and if its something else not related to the defect we would have to pay for it. Which we were totally fine with. We just wanted our car fixed. We then tried calling the toyota of clovis people and got the run around. Then my husband decided to call Michael's toyota in Fresno. We told them everything thats going on and said "oh yeah, we can do the test for you." So we are going with them. Toyota of clovis made our lives more complicated than they needed to. So hopefully thanks to Michael's we will get our car fixed and not have to borrow our parents car anymore.