Toyota Scion of Scranton

January 14, Dear [redacted] , I am in receipt of your written communication dated January 8, 2015, detailing a complaint filed by [redacted] As you are aware, the manufacture and not the dealer make decisions on the coverage of defects while under a manufacturers warrantyAccordingly, upon receiving this correspondence, Toyota of Scranton was in immediate contact with Toyota Corporate in an attempt to resolve the matter to [redacted] ’s satisfaction.As of the time of this letter, we are presently working with the customer and Toyota directly and will advise your office when the matter is resolvedPlease feel free to contact me directly should you wish to discussThank you very much,Greg G

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: First, I'd like to thank you for your assistance in resolving this matter.Second, I'd like to thank Greg at Toyota of Scranton for his quick response to this complaint - when the president of a company shows an interest in his customer's concerns, it's a good reflection of a great company! I was contacted quickly by Brenda, the Assistant Service Manager, who has been very kind and professional in all of my dealings with her - before, during and after I contacted the Revdex.com They resolved my complaint and the burned hole has been repaired as best as possible at no charge to me I have also been assured that I will not be affected by this when my lease is up.I would like to note again that Brenda is a clear asset to the Toyota of Scranton team She always contacted me when she said she was going to and was wonderful to deal with to get this issue resolved Her customer service was exemplary and I'd like to thank her again.I'm sorry to say that I can't say the same for the Service Director, George D***, who to this day never returned my phone call It's quite shocking to me that the Service Director does not feel that his customer's complaints seem to be worthy of his time However, I don't consider him to be a reflection of the company as everyone else was wonderful to deal with.I consider this matter to be completely resolved Thank you.Regards, [redacted] ***

Thank you for your assistance in the matter we have taken care of it and Greg was a pleasure to deal with [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

July 31, Dear [redacted] ***,I am in receipt of your written communication dated July 20, 2015, detailing a complaint filed by **and [redacted] .The dealership worked directly with **and [redacted] promptly upon receipt of your correspondenceOut of mutual respect for each other, I am happy to report that we resolved the matter to the satisfaction of all parties.Please feel free to contact me directly should you wish to discuss.Thank you very much,Greg G President

October 12, 2015Dear [redacted] ***,I am in receipt of your written communication dated October 6, 2015, detailing a complaint filed by [redacted] I have reviewed all of the materials regarding repair orders performed on the Toyota [redacted] owned by [redacted] and wanted to provide background information to help all parties better understand the matter.As you know, a dealership is an authorized repair facility for a vehicle manufactureIf a vehicle is under manufacture warranty, we will perform repairs as per the policies and procedures of the manufacture at no charge to the consumer.In this case, Toyota Motor Sales U.S.A launched a limited service campaign entitled DOD in August to correct corrosion found on the frames of 2004-Toyota Tundras, this campaign had an expiration date of July 31, 2015.In the State of Pennsylvania, this limited service campaign instructed the dealer to perform the following:“If significant rust perforation is not found, the dealers will apply corrosion-resistant compounds (CRC) to key areas of the vehicles frame at no charge to the owner.”“If significant rust perforation is found, the dealer will replace the vehicles frame at no charge to the customer.”Please note, this campaign did not include items suggested in the correspondence from [redacted] including “provided retail value for your vehicle' or “allowed you to purchase one at wholesale nor did it cover more than one application of the CRC materials.Toyota of Scranton performed the limited service campaign on [redacted] ’s [redacted] on April 7, on repair order # [redacted] As we observed no rust perforation at the time, we applied the CRC materials to the frame as per the guidelines established in the campaign.The expiration date of July 31, was to perform either the application of CRC materials or the replacement of the vehicle's frameThis work was performed on April 7, The limited service campaign does not include a re-application of the materials after the initial application.As a local business completely dedicated to our community and our valued guests, we share in the frustration documented by [redacted] While we performed the work on the vehicle to the policies and procedures required by our manufacture, it appears that this remedy did not correct the defects in the vehicle.On behalf of [redacted] , we contacted representatives of the manufacture to communicate both his dissatisfaction and our belief that the corrective actions performed did not fix the vehicleWe were instructed to refer [redacted] to contact Toyota Motor Sales directly; here is the contact information.Toyota Motor Sales USA [redacted] Torrance, CA [redacted] ###-###-####I have attached all of the relevant documents that I referred to in this letterI would be glad to meet with all parties at your request to assist in anyway I can.Thank you very much,Greg G.President

July 31, 2015Dear [redacted] ***,I am in receipt of your written communication dated July 20, 2015, detailing a complaint filed by **and [redacted] .The dealership worked directly with **and [redacted] promptly upon receipt of your correspondenceOut of mutual respect for each other, I am happy to report that we resolved the matter to the satisfaction of all parties.Please feel free to contact me directly should you wish to discuss.Thank you very much,Greg GPresident

September 24, Dear *** ***,I am in receipt of your written communication dated, detailing a complaint filed by *** *** ***As of the time of this letter, we believe the issue has been resolvedA brief narrative of this matter is as follows:
*** *** purchased a
pre-owned *** *** from Toyota of Scranton which had a lift kit installed by Toyota of ScrantonThis lift kit did not meet the expectations of *** *** even after repairs were made in an attempt to satisfy *** ***Toyota of Scranton retained *** ***, an experienced provider and installer of aftermarket suspension systemsAfter discussions with ***, we agreed the best course of action was to have them remove all of the components that were installed by Toyota of Scranton and install an entirely new suspension System.In summary, Toyota of Scranton took the following corrective actions at no expense to *** ***: Transported the vehicle to *** ***, removed all Toyota of Scranton installed components, installed all new components from *** (which carry a three year warranty from ***), and provided *** *** with a loaner vehicle during the entire process.Please feel free to contact me directly should you wish to discuss.Sincerely,Greg G
President

October 12, Dear *** ***,
I am in receipt of your written communication dated October 6, 2015, detailing a complaint filed by *** *** ***I have reviewed all of the materials regarding repair orders performed on the Toyota *** owned by *** *** and wanted to provide background information to help all parties better understand the matterAs you know, a dealership is an authorized repair facility for a vehicle manufactureIf a vehicle is under manufacture warranty, we will perform repairs as per the policies and procedures of the manufacture at no charge to the consumerIn this case, Toyota Motor Sales U.S.A launched a limited service campaign entitled DOD in August to correct corrosion found on the frames of 2004-Toyota Tundras, this campaign had an expiration date of July 31, In the State of Pennsylvania, this limited service campaign instructed the dealer to perform the following:“If significant rust perforation is not found, the dealers will apply corrosion-resistant compounds (CRC) to key areas of the vehicles frame at no charge to the owner.”
“If significant rust perforation is found, the dealer will replace the vehicles frame at no charge to the customer.”
Please note, this campaign did not include items suggested in the correspondence from *** *** including “provided retail value for your vehicle' or “allowed you to purchase one at wholesale nor did it cover more than one application of the CRC materialsToyota of Scranton performed the limited service campaign on *** ***’s *** on April 7, on repair order #***As we observed no rust perforation at the time, we applied the CRC materials to the frame as per the guidelines established in the campaign.The expiration date of July 31, was to perform either the application of CRC materials or the replacement of the vehicle's frameThis work was performed on April 7, The limited service campaign does not include a re-application of the materials after the initial applicationAs a local business completely dedicated to our community and our valued guests, we share in the frustration documented by *** ***While we performed the work on the vehicle to the policies and procedures required by our manufacture, it appears that this remedy did not correct the defects in the vehicleOn behalf of *** ***, we contacted representatives of the manufacture to communicate both his dissatisfaction and our belief that the corrective actions performed did not fix the vehicleWe were instructed to refer *** *** to contact Toyota Motor Sales directly; here is the contact informationToyota Motor Sales USA *** *** *** *** Torrance, CA *** ###-###-####
I have attached all of the relevant documents that I referred to in this letterI would be glad to meet with all parties at your request to assist in anyway I canThank you very much,
Greg GPresident

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

September 23, Dear *** ***,I am responding to correspondence from *** *** *** regarding his Toyota ***VIN ***.*** ***'s *** did fall under the Limited Service Campaign DOD opened by Toyota Motor Sales in August Owners of
vehicles included in the campaign were sent notification by Manufacturer via first class mail*** ***'s vehicle was included in campaign and the campaign was Completed at Toyota of Scranton on March 31, 2014.The campaign was closed as of July 31, *** *** did have an appointment on August 11, for a Recall and stated the compound that was applied in March was coming off of truck*** *** was informed at that time that the campaign was closed and dealer was notable to reapply the compound*** *** was informed he could contact the manufacturer to discuss his situation and was given the number for Toyota Customer Experience CenterToyota informed *** *** that the Limited Service Campaign DOD expired on July 31, for his vehicleAs a result, Toyota was unable to provide assistance for customers concernToyota provided *** ***a case number, ***Toyota of Scranton, acting as a representative of Toyota Motor Sales, U.S.Ais also unable to provide assistance for *** ***'s Concern with regard to reapplying compound or any substance to frameIf I can be of any further assistance please contact me directly at ***Regards,
Mary Jo P.Vice President Communications

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Dear ** ***
Complaint: ***
I am rejecting this response because:The key piece that is missing from Toyota's response is that although though this was a limited service campaign which had an expiration date of July 31, which stated, " If significant rust perforation is not found, the dealers will apply corrosion resistant compunds (CRC) to key areas of the vehicles frame at no charge to the owner", no where did it state or did anyone tell me that this corrosion resistant spray would have completely came off or was expected to come off within a year or that this "campaign" covered one misapplied application. It is evident based on Toyotas own admission in the letter attached that this application did not fix the issue and I am left with the original problem of a rusted frameI did contact Toyota Motor Sales directly and when I finally reached someone I was told a number of things:I was hung up on stating there was no thing they can do for meI was told I would get a call back which didn't happen for days forcing me to call yet again.After approximately the 6th attempt and finally reaching someone who would listen to me I was told I would receive a call back which I did about weeks after the factAfter speaking with Nelson, apparently the local rep from Toyota I was told , " Wow I didn't know all thisBoy we dropped the ball but I am sorry the campaign expired July 31st and there is nothing we can do"He said we will try and make it up to you somehowI waited over weeks and when I didn't hear back from him or a Toyota representative, I called again ad was offered a $service credit from my local Toyota dealer.I am not interested in meeting with any representative from Toyota who will again tell me the campaign is over and they can't help and why they can't helpThe fact solidly remains that this work was inferior/defective and did not do what it was supposed toI simply want Toyota to do the right thing and fix what they said they were going to fix, and the right way.Let me also point out that I have several friends with Toyota vehicles who have had frames replaced and others who were offered times the *** Blue Book value for their vehicle and offered a new vehicle at dealers cost
If you truly share in my frustration, and value me as a client, then do what you claim you stand up for , me as a dedicated customer and do the right thing
Regards,
*** ***

June 27, Dear ***,
I am in receipt of your written communication dated June 23, detailing a complaint filed by *** ***.We are currently in direct communication with *** in attempt to resolve the complaint.I certainly welcome the review by
and the assistance of the Revdex.com in reviewing this matter.Please feel free to contact me directly should you wish to discussMy direct cell number is ###-###-####.Sincerely,

September 23, 2015Dear *** ***,I am responding to correspondence from *** *** *** regarding his Toyota ***VIN ***.*** ***'s *** did fall under the Limited Service Campaign DOD opened by Toyota Motor Sales in August Owners of vehicles included in the
campaign were sent notification by Manufacturer via first class mail*** ***'s vehicle was included in campaign and the campaign was Completed at Toyota of Scranton on March 31, 2014.The campaign was closed as of July 31, *** *** did have an appointment on August 11, for a Recall and stated the compound that was applied in March was coming off of truck*** *** was informed at that time that the campaign was closed and dealer was notable to reapply the compound*** *** was informed he could contact the manufacturer to discuss his situation and was given the number for Toyota Customer Experience CenterToyota informed *** *** that the Limited Service Campaign DOD expired on July 31, for his vehicleAs a result, Toyota was unable to provide assistance for customers concernToyota provided *** ***a case number, ***.Toyota of Scranton, acting as a representative of Toyota Motor Sales, U.S.Ais also unable to provide assistance for *** ***'s Concern with regard to reapplying compound or any substance to frame.If I can be of any further assistance please contact me directly at ***.Regards,Mary Jo P.Vice President Communications

Dear [redacted],I am in receipt of your written communication dated June 19, 2017 detailing a complaint filed by a [redacted].The dealership worked directly with [redacted] on June 7, 2017 and believed the matter to be resolved to her satisfaction.  If this is not the case, I am happy to get...

involved.Thank you for being a resource for the customer to express her concerns and allow us to address her concerns.Please feel free to contact me directly should you wish to discuss.Thank you very much.Greg G[redacted]President

August 1, 2016Dear [redacted],I am in receipt of your written communication dated July 27, 2016, detailing a complaint filed by [redacted]. The dealership will work directly with [redacted] immediately to promptly resolve the matter to her satisfaction. Thank you for being a resource for the...

customer to express her concerns and allow us to address her concerns.Please feel free to contact me directly should you wish to discuss.Thank you very much,Greg G. President

Revdex.com:
First, I'd like to thank you for your assistance in resolving this matter.Second, I'd like to thank Greg at Toyota of Scranton for his quick response to this complaint - when the president of a company shows an interest in his customer's concerns, it's a good reflection of a great company!   I was contacted quickly by Brenda, the Assistant Service Manager, who has been very kind and professional in all of my dealings with her - before, during and after I contacted the Revdex.com.  They resolved my complaint and the burned hole has been repaired as best as possible at no charge to me.  I have also been assured that I will not be affected by this when my lease is up.I would like to note again that Brenda is a clear asset to the Toyota of Scranton team.  She always contacted me when she said she was going to and was wonderful to deal with to get this issue resolved.  Her customer service was exemplary and I'd like to thank her again.I'm sorry to say that I can't say the same for the Service Director, George D[redacted], who to this day never returned my phone call.  It's quite shocking to me that the Service Director does not feel that his customer's complaints seem to be worthy of his time.  However, I don't consider him to be a reflection of the company as everyone else was wonderful to deal with.I consider this matter to be completely resolved.  Thank you.Regards,
[redacted]

July 31, 2015Dear [redacted],I am in receipt of your written communication dated July 20, 2015, detailing a complaint filed by **. and [redacted].The dealership worked directly with **. and [redacted] promptly upon receipt of your correspondence. Out of mutual respect for each other, I am happy to...

report that we resolved the matter to the satisfaction of all parties.Please feel free to contact me directly should you wish to discuss.Thank you very much,Greg G. President

October 12, 2015Dear [redacted],I am in receipt of your written communication dated October 6, 2015, detailing a complaint filed by [redacted]. I have reviewed all of the materials regarding repair orders performed on the Toyota [redacted] owned by [redacted] and wanted to provide background information to help all parties better understand the matter.As you know, a dealership is an authorized repair facility for a vehicle manufacture. If a vehicle is under manufacture warranty, we will perform repairs as per the policies and procedures of the manufacture at no charge to the consumer.In this case, Toyota Motor Sales U.S.A launched a limited service campaign entitled DOD in August 2013 to correct corrosion found on the frames of 2004-2006 Toyota Tundras, this campaign had an expiration date of July 31, 2015.In the State of Pennsylvania, this limited service campaign instructed the dealer to perform the following:“If significant rust perforation is not found, the dealers will apply corrosion-resistant compounds (CRC) to key areas of the vehicles frame at no charge to the owner.”“If significant rust perforation is found, the dealer will replace the vehicles frame at no charge to the customer.”Please note, this campaign did not include items suggested in the correspondence from [redacted] including “provided retail value for your vehicle' or “allowed you to purchase one at wholesale nor did it cover more than one application of the CRC materials.Toyota of Scranton performed the limited service campaign on [redacted]’s [redacted] on April 7, 2014 on repair order #[redacted]. As we observed no rust perforation at the time, we applied the CRC materials to the frame as per the guidelines established in the campaign.The expiration date of July 31, 2015 was to perform either the application of CRC materials or the replacement of the vehicle's frame. This work was performed on April 7, 2014. The limited service campaign does not include a re-application of the materials after the initial application.As a local business completely dedicated to our community and our valued guests, we share in the frustration documented by [redacted]. While we performed the work on the vehicle to the policies and procedures required by our manufacture, it appears that this remedy did not correct the defects in the vehicle.On behalf of [redacted], we contacted representatives of the manufacture to communicate both his dissatisfaction and our belief that the corrective actions performed did not fix the vehicle. We were instructed to refer [redacted] to contact Toyota Motor Sales directly; here is the contact information.Toyota Motor Sales USA [redacted] Torrance, CA [redacted] ###-###-####I have attached all of the relevant documents that I referred to in this letter. I would be glad to meet with all parties at your request to assist in anyway I can.Thank you very much,Greg G.President