Toyota Scion of Scranton

June 3, 2014
Dear [redacted],I am in receipt of your written communication dated, detailing a complaint filed by [redacted]. We are presently in direct conversation with [redacted] and are resolving the complaint.Please feel free to contact me directly should you wish to...

discuss.

January 14, 2015
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 warranty. Accordingly, 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 resolved.
Please feel free to contact me directly should you wish to discuss.
Thank you very much,Greg G

July 31, 2015
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 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

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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Dear [redacted]
 Complaint: [redacted]
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, 2015 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 frame. I 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 me
I 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 3 weeks after the fact
After speaking with Nelson, apparently the local rep from Toyota I was told , " Wow I didn't know all this. Boy 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 somehow. I waited over 2 weeks and when I didn't hear back from him or a Toyota representative, I called again ad was offered a $500 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 help. The fact solidly remains that this work was inferior/defective and did not   do what it was supposed to. I 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 1.5 times the [redacted] 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,
[redacted]

June 24, 2014
 Dear **. [redacted],We have been in contact with this customer prior to receiving your communication and believe that we have satisfactorily taken care of her complaints.
Please let me know if there is any other information you require.
Sincerely,

October 11, 2014
Dear [redacted],We have reviewed the complaint identified by the above ID # and have determined this to be our error. The customer is completely accurate in that there is nothing due from them. We have identified a clerical error on our part and have corrected it. There...

is no balance due.We sincerely apologize for the mishap and any aggravation caused our customer. It is unfortunate she was unable to contact us directly, in which case this could have been remedied without further involvement.
Again, our sincerest apologies to our customer.Sincerely,
Scott S
Vice President - Finance

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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
They have replaced the master cylinder and brake booster free of charge.
I was told that I will be getting reimbursed, by mail, for the cab mounts, but have not received them yet.
Thank you for your help.
Regards,
[redacted]

February 27, 2014
Dear [redacted],
I am in receipt of your written communication dated February 26, 2014, detailing a complaint filed by [redacted].
Unfortunately, Toyota of Scranton is not the decision maker in this matter. All issues related to this...

complaint should be addressed directly with the manufacture at the following address:
[redacted]
Please feel free to contact me directly should you wish to discuss.
Sincerely,

Review: Two weeks ago today, June 10 2014, I brought my SUV in for a recall. My car was in perfect working condition. Upon picking the car up, it was driving rough. I brought it back, to which I was told it was probably caused by the computer recall/update. Two hours later I was sent home in a rental. On the Thursday after I picked up my car and was told nothing was wrong with it- but they wanted me to have them replace the fuel pump. I took it home but it began surging again. For two weeks I have been without a working vehicle and Toyota of Scranton waited a week to initially return my calls and emails. The issue is still unresolved.Desired Settlement: I want them to correct the mistake the service department did to my vehicle.

Business

Response:

June 24, 2014 Dear **. [redacted],We have been in contact with this customer prior to receiving your communication and believe that we have satisfactorily taken care of her complaints.Please let me know if there is any other information you require.Sincerely,

Consumer

Response:

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,

Review: Toyota scion of Scranton will not fix my 2005 Toyota [redacted] truck. There was a recall on the frames on these trucks because they are rusting out and shouldn't be. I took my truck to them during the recall and was told my vehicle was not part of the recall. I went several times to make sure. Low and behold a few years later my truck is rusted out prematurely. My truck is garage kept with 47000 mikes on it. Toyota will not do anything as the car is no longer in warrenty. But I tried to get them to address this during the recall and they wouldn't listen. What am I going to do now? What if it doesn't pass inspection? This is wrong. Cars do not rust like this anymore and there's did and they recalled them but won't do anything about mine. What's my next step? My truck has severe perforations rusted through the frame, affecting the vehicles structural integrity.Desired Settlement: I want my frame replaced the way it should be, without rusting out.

Business

Response:

February 27, 2014

Dear [redacted],

I am in receipt of your written communication dated February 26, 2014, detailing a complaint filed by [redacted].

Unfortunately, Toyota of Scranton is not the decision maker in this matter. All issues related to this complaint should be addressed directly with the manufacture at the following address:

Please feel free to contact me directly should you wish to discuss.

Sincerely,

Review: On July 15th, 2013 I purchased a used 2006 Toyota [redacted] from Toyota-Scion of Scranton with 66,852 miles. The sticker indicated that this was a certified pre-owned vehicle. I was told by the salesman that this in fact was not certified and it was a typo on the sticker. I was, however, given a 6 month 6,000 mile warranty on the [redacted]. After a few weeks of driving it I noticed my oil levels were low. I had to add oil on a regular basis and decided to look it up online to see if this was a known problem. My research led me to The Toyota Technical Service Bulletin [redacted]. My VIN number was within the range affected by this TSB. On 10/5/13 I had brought my [redacted] to Toyota-Scion of Scranton to have the oil consumption test described in the TSB performed. On this visit they also found an exhaust leak which was present when I had purchased the vehicle. I asked the salesman about the loud exhaust noise during the test drive and he assured me that this how how all [redacted]'s sounded.

I was to return my [redacted] to the dealership after driving for 1200 miles to have the oil consumption test completed and have the oil level checked. I was also to bring it back on 10/19/13 to have the exhaust repaired. The invoice from 10/5/13 states the mileage was 68,508 on the odometer when it left the dealership. On 10/19/13 they repaired the exhaust leak and the invoice states the mileage was 68,852 when it left the dealership. The invoice for 10/19/13 also states Parts: [redacted] CHECKED OIL LEVEL FOUND ALMOST 1 QUART LOW AFTER 344 FOUNDS EXCESSIVE OIL CONSUMPTION.

No One mentioned anything to me about excessive oil consumption to me when I picked up my [redacted] on 10/19/13. I continued to drive it for the complete 1200 miles. I then called to bring it back in to have them complete the TSB process. I cannot remember the exact date as they did not provide me with an invoice. I do believe it was the first week of Novemeber 2013. However, I was informed that it had indeed failed the consumption test. The service rep [redacted] informed me that I would be called back on the next day in regards to the repair procedure after he contacts the warranty company. I never received a call back. I called later that Tuesday and he informed me that he still had not gotten an answer from the warranty company and would call me when he did. I did not receive any communication from him for the next few days and called the dealership on the following Saturday aprox. 4 days later. I was placed on hold for so long, about 15 mins, that the phone hung up. I called right back and a rep answered and I asked to speak with [redacted]. She placed me on hold for 5 minutes and informed me the manager was going to let him know I was on the phone. She came back on the line and said to me, "I don't know why he won't answer the phone." I gave her my number and she assured me I would get a call back. No one called me back. I waited a few hours and then traveled to Toyota-Scion of Scranton that Saturday to speak with [redacted] or a service manager in person.

When I arrived I was able to speak with [redacted] in person. He informed me that more or less this is a long process and they are still trying to contact the warranty company. He then again assured me he would call me when he received an answer from the warranty company.

I had to call back and forth numerous times since then basically being given the run around. At one point I was told by the Service Supervisor that this would not be covered under warranty and thats whats taking so long because they were trying to contact the higher ups in the warranty company to get them to pay for the repair work because I did not have it for that long. They said it would not be covered because nothing was broken and that it was worn.

This I feel contradicts with the repair process of the TSB. I also feel that my [redacted] was never inspected properly before being sold to me because if it had been the exhaust leak would have been discovered before I purchased it. I also feel they should have tested for the oil consumption before placing this vehicle on the lot as my [redacted]'s VIN number was affected by this TSB.

I contacted Toyota Corporate headquarters on 11/25/13 in regards to this complaint. After several communications with [redacted] I was informed that they would speak with the owner of Toyaota-Scion of Scranton to resolve this issue assigned Case #[redacted] but he is out until 12/9/13. I am losing my patience and feel I am being given the run around. I am a single mother who works hard and finally was able to afford a nice car and I cannot believe they sold me something with this major of an issue! Please help!Desired Settlement: I want them to repair my [redacted] as outlined in the TSB. If they are unwilling to do this I want them to purchase my vehicle back from me and refund me all car loan payments I have currently made.

Business

Response:

December 26, 2013

Dear **. [redacted],

Please be advised that the above case has been resolved to customer's specifications. All requested repairs were completed on the 2006 Toyota [redacted] at no charge to **. [redacted]. **. [redacted] was contacted after repairs were completed and all work met with customers' approval.

If you have any questions, please do not hesitate to contact us.

Regards,

Review: Had my [redacted] repaired a few times at dealer the lift kit that was installed was not properly installed so now I am have issues that are a safety concern I ask for warranty papers for the lift kit and they refuse to give me the papers or repair it all I want from them is the warranty papers so I can have it fixed the proper way and resolve this problem on my own since they've had four try's at itDesired Settlement: Would just like the papers on the lift kit and the other extras that they added to my [redacted] so I can use the warranty that comes with the parts so I can have it fixed properly to resolve the safety issues

Business

Response:

September 24, 2014Dear [redacted],I am in receipt of your written communication dated, detailing a complaint filed by [redacted]. As of the time of this letter, we believe the issue has been resolved. A brief narrative of this matter is as follows:[redacted] purchased a pre-owned [redacted] from Toyota of Scranton which had a lift kit installed by Toyota of Scranton. This lift kit did not meet the expectations of [redacted] even after repairs were made in an attempt to satisfy [redacted]. Toyota of Scranton retained [redacted], an experienced provider and installer of aftermarket suspension systems. After discussions with [redacted], 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 [redacted]: Transported the vehicle to [redacted], removed all Toyota of Scranton installed components, installed all new components from [redacted] (which carry a three year warranty from [redacted]), and provided [redacted] with a loaner vehicle during the entire process.Please feel free to contact me directly should you wish to discuss.Sincerely,Greg G President

Review: I purchased a new toyota [redacted] sedan from the dealer in 2007 and paid completely at the time of purchase. A month ago I received a bill for $500 with no explanation or description of the charges. I live in upstate NY and have not been at the dealership since 2007. I tried to reach the correct personnel at the dealership via phone and email and received no response. Today a second bill arrived saying that the $500 is now past due.Desired Settlement: I have had no services from this dealer since 2007 and do not owe them $500. I want them to retract the bill.

Business

Response:

October 11, 2014Dear [redacted],We have reviewed the complaint identified by the above ID # and have determined this to be our error. The customer is completely accurate in that there is nothing due from them. We have identified a clerical error on our part and have corrected it. There is no balance due.We sincerely apologize for the mishap and any aggravation caused our customer. It is unfortunate she was unable to contact us directly, in which case this could have been remedied without further involvement.Again, our sincerest apologies to our customer.Sincerely,Scott SVice President - Finance

Consumer

Response:

[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.]

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,

Review: On May 20,2014 we made an appointment at Toyota of Scranton to look at and test drive a 2012 [redacted]. We met with the sales person [redacted], we took the vehicle for a test drive and talked about pricing and possible trading my Jeep for the [redacted]. The price advertised for the [redacted] was $28.900.00. They looked at my jeep and asked if it had been in any accidents and I told them the previous owner had a slight accident involving the front bumper and front grill. They inspected our jeep on the spot and ran the [redacted] and found our account to be accurate. They then informed us that we would loose a few thousand dollars on our trade because of the accident. We decided not to trade the vehicle and came to a price of $28,400.00 for the [redacted]. We asked if they would hold it over night for us to discuss. I also asked if the vehicle was involved in any accidents or had any damage done to it in the past and they stated no to both accounts. We went back the next day and told them we wanted to purchase the vehicle and gave them a $500.00 deposit. Again during our conversations I asked if it had been involved in any accidents or had any damage on it in the past, and I was told no to both accounts. I asked for a [redacted] on the vehicle and was provided with one. It showed no accidents or damage to the vehicle a clean [redacted]. We purchased the vehicle on May 27,2014 and also bought a $2,500.00 extended service contract on the vehicle through Toyota. On June 4, 2014 we took the [redacted] to our car detailer to have the vehicle cleaned and waxed. After about 3 hours, he called and asked if I could stop by he wanted to show me a few things. When I arrived he proceeded to show me several areas on the vehicle the were re-painted and also wrote me a list of what he found. I immediately went down to the Toyota dealership and meet with [redacted] who had done all the paper work with us on the day we purchased the vehicle. I explained to him about the findings from our detailer, he asked if I could come back tomorrow and meet with [redacted] around 11 am. I returned the next day June 5, 2014 at 11 am and [redacted], [redacted] and myself met. I showed them the list of damage that was provided to me and [redacted] and I went outside and I pointed out the areas that were re-painted. At that time he told me that I was accurate and that they did re-paint several areas that had damage and that he also had pictures of the damage. I then informed him that I asked several times about any past damage and was also provided a clean [redacted],he stated that he knew I asked. We went back into [redacted]'s office and I stated that I had two concerns, 1- was what were they going to do about fixing the areas of damage now and 2- what about the long term affect on the price of the vehicle. I stated that if I tried to trade the vehicle in and the paint work was noticed that the vehicle would be depreciated like my jeep was trying to trade it in with them.They stated that if I bought another vehicle in the future from them and traded the [redacted] to them they would give me a really good deal. I told them I wasn't happy with that offer that I was being locked in to their dealership. [redacted] asked what I wanted and I said I didn't know that I never had this happen to me before. [redacted] said that he would get me scheduled to have the vehicle brought in to the body shop and gone over and if I brought the [redacted] in on empty he would have the gas tank filled. I agreed to having it brought in to the body shop but said a tank of gas was an unacceptable solution. I asked if my trade could be brought back to the table to make things right to me, they asked what I wanted for my jeep I said $15,000.00. They stated they needed to talk with their bosses to see what they would do and they would get back to me. That discussion was on June 5,2014. I waited until June 10,2014 with no return calls from anyone at the dealership. I went back to see [redacted] at the dealership on June 10,2014 at 11:00 am and asked again what was going to be done, he stated that they had looked to see if they could purchase another [redacted] for me but the few they found had double the miles of mine which was unacceptable. He called in [redacted] again. [redacted] said he wanted me to sit with a bigger manager to see what we could work out. I waited about 45 minutes to meet with him and he never showed. I let [redacted] know that I had to leave at that point and he said he would call me later and let me know what he could do, he never called back at all. Today June 11,2014 I called [redacted] again and asked what he had found out. I asked about our conversation about taking my jeep for a trade he said he didn't know if they would go for the 15 thousand, I said you had mentioned 14 thousand how about splitting the difference at 14,500. He said he would see what he could do it wasn't his decision to make but would talk to the right people and get back to me. Again I never received any return calls from anyone. I also called [redacted] several times today with no answer and could not leave a voice mail because his mail box was full. To me Toyota definitely misrepresented this vehicle and is just putting me off hoping I will give up or just go away.Desired Settlement: ---------- Forwarded message ----------

From: <[redacted]>

Date: Thu, Jun 12, 2014 at 11:20 AM

Subject: Re: [redacted]

We would accept $2,500.00 for the depreciation value of the vehicle because of the undisclosed damage. Thank you for your help.

They knew the vehicle had damage and was repaired in their shop and never disclosed it to me even though I ask and was even given a clean [redacted]. Thank you for your time.

Business

Response:

June 27, 2014Dear **. [redacted],I am in receipt of your written communication dated June 23, 2014 detailing a complaint filed by **. [redacted].We are currently in direct communication with **. [redacted] 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 discuss. My direct cell number is ###-###-####.Sincerely,

Review: On or around the last week of April 2014, I contacted Toyota of Scranton about trading in my 2013 Toyota [redacted] for a 2014 [redacted]. I spoke with the salesman, [redacted]. I gave **. [redacted] my information and he informed me that he could look everything up since I did the purchase and the financing through Toyota. I stated that I wanted to keep my payments around $500 a month and **. [redacted] said that he would call me back after looking into it.

**. [redacted] called me back and said that after my trade in and purchase he estimated the total financing of $32,000 and so he ran the financing and the interest rate would be 7.6% and my payments would be up around $568. I told him that was too much and that I would wait. **. [redacted] said that included in my current financing is about $3000 for a warranty and I should call a financial officer to cancel that which would bring the financing down and that would lower my payment. I asked **. [redacted] if everything would go through and if this was definite because I didn't want to cancel my warranty otherwise. **. [redacted] said that was definite and that lower the amount financed would lower the interest rate.

I contacted a financial officer that week and cancelled my extended warranty. I waited a few weeks for confirmation that the $2300 was credited to my account and the payoff for my 2013 [redacted] was reduced. I also found a graduate student incentive that Toyota was offering which would give me a $750.00 rebate on the purchase of the [redacted]. I contacted **. [redacted] on or around May 8th and gave him the information that I had cancelled my warranty, $2300 was credited to my account at Toyota financial and that I also qualify for the student rebate. **. [redacted] called me back and told me that the total financing would be $32,000 and I stopped him before he could go any further, commenting that I followed his advice, cancelled my warranty which reduced the payoff by $2300 plus I would have the $750 rebate or put out $700 which reduces the total by $3000. I said I didn't understand how nothing changed if there was a reduction in financing by $3000.00 and asked why it was still $32,000.00. **. [redacted] told me he wanted to look at it again, asked what color I was interested in and he would call me back.

**. [redacted] called me back and said that he ran the financing on a specific [redacted], with my current payoff and the $750 rebate which could be applied and he "tightened up" some numbers for me and my payment would be $499.00 per month. I asked if this was definite and **. [redacted] said that it was. I told him I would be in on Saturday.

That Saturday, May 10th, I went into Toyota to meet with **. [redacted] and found out that nothing had been approved or officially looked into and **. [redacted] hadn't run anything or verified the financing. As it turns out, there was no loan approval and now I have cancelled the warranty on my car and no longer have that.Desired Settlement: I would like my warranty on my 2013 [redacted] reinstated since I cancelled that warranty because of misinformation under the advice of a Toyota employee.

Business

Response:

June 3, 2014Dear [redacted],I am in receipt of your written communication dated, detailing a complaint filed by [redacted]. We are presently in direct conversation with [redacted] and are resolving the complaint.Please feel free to contact me directly should you wish to discuss.

Consumer

Response:

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

Review: I am writing in regards to an issue I feel needs to be addressed and as a Ordained Minister and Human Being I am appalled that this incident even took place in today's day and age but it did. I must explain my ethnicity even though it shouldn't matter it did. I am a [redacted] male and my wife is [redacted]. She had previously purchased a toyota a few years back and we were going to trade it in on a newer Vechicle. We approached a the sales counter at Toyato on a mid day afternoon and had our puppy with us as we were heading to a vet appointment and stopped to see a sales man my wife's friend had known through her husband.

The puppy is young so I held him in my arms and as my wife asked for the man she was there to see I told the guy she asked and lady at desk that I had to take the puppy outside as he was getting excited. Upon walking him outside I walked towards another door where that man that was 1st approached was holding a door open back to me and explaining to the guy we were there to see that he had a customer. The guy said no way, and he said yes yes, (Than proceeded to make derogatory racially backed comments about my wife, not knowing I was behind him) he than turned around saying in surprise, "Yes really here is her husband and their puppy. After I contemplated telling my wife, but not knowing anything about this guy she was their to see, I felt maybe in case he isn't a good person I best tell her I case. So I did and than she was very upset as you could imagine. We were thrown back by this it shouldn't have taken place period mind alone in a place we go to buy a product or service. I believe in the truth and I believe in treating others with respect. When we approached the Buisness higher ups the two employees who were involved decided to collaborate against the truth inorder to save their jobs. We are truly upset and have lost a few nights sleep over this . We aren't rich and can't afford an attorney to peruse this but would like justice for this issue as it is wrong and there should be consequences for their actions. Thank you so muchDesired Settlement: Please help us get a proper resolution to this issue

Business

Response:

Please see attached response