Tracy Toyota Scion

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response when I left Liotta the girl [redacted] never explained to me all the things that are wrong with my car. The whole point is I never would have spent the $600 to get my transmission flushed and to get the piece that I bought with Toyota and installed it I knew that there was thousands of dollars more left on my car to fix. The girl their employee that I talk to you did not explain any of this to me in the paperwork because my theory is she didn't understand it either she didn't know what she was looking at so how could she explained it to. They should have to pay back because their employee was enabled to understand what it is that the mechanics put down on the paper work.

I am forwarding over to you all the information which is attached to this case.  I have looked over all the notes of the notes from [redacted] the Service Director.  Unfortunately, he is no longer employed with us.  [redacted], her Service Advisor did recommended some services to her,...

but she decided to go to another establishment (outside of our Dealership) to have the work done.  I have attached the information to this email the recommended items that will elevate her concerns.  At this time, it has been decided by Management, not to refund the customer $600.00.

Good Afternoon Mr. [redacted],I apologize for taking so long to get back to you on this.  I spoke with the Business Office to locate [redacted] in the system as well as pull old files back during the time that Ms. [redacted] was an employee of ours.  I cannot find Hitesh Patel in...

any files.  I also tried locating Hitesh Patel by phone number and the number is not in our system.  I would like very much if I can have the Vin# to this vehicle and also the name of the person that has purchase this vehicle.  I appreciate very much your help in this matter.If you have any questions, please contact me at any time.  Sincerely,[redacted]Tracy ToyotaCustomer Relations Manager[redacted]

I am rejecting this response because:They have not yet explained to the allegation I have put forward about their dirty business trick of nefariously cheating their customers.They are just beating around the bushes rather than explaining the allegation I had put forward.

Good Afternoon [redacted],I have signed an updated check requests for the amount of $143.53 for the Business Office to cut and sent out the check to:  [redacted], CA 95376.Thank you,[redacted]@tracytoyota.com[redacted] Direct[redacted] Cell

The Service Director had agrred to apply $1200.00 towards the cost of replacing the head gaskets.

Good Afternoon [redacted]Mr. [redacted] have had a conversation with [redacted], his [redacted] on Thursday pertaining to the miscommunication and/or misunderstanding of what is covered under his extended warranty.  The customer was told by his extended warrant that it was a head gasket  when it was actually the Timing Cover Gasket.  The Service Department did put the customer in a loaner for 6 days.  After looking at his situation, Mr. [redacted] had decided to trade his vehicle in and purchase a new vehicle.  He is very happy at this time.If you have any questions, please contact me at any time.Sincerely,[redacted]
[redacted]

Hi Mr. [redacted],
 
I know that [redacted], our Fixed Operations Director have been staying contact with Mrs. Helland as of now.  I apologize that going through the Toyota Process on eliminating the Hub Cap noise is very frustrating for you and your wife.  Unfortunately, we can not replace new rims on your vehicle without the authorization of Toyota Corporation.  We, Tracy Toyota cannot move forward without the permission of the Toyota.  Their office is very aware of the problem that exists with your vehicle and is still working on the problem.
 
If you have any questions, please contact me at any time.  Again, I do apologize on behalf of Tracy Toyota.
 
Sincerely,
 
 
[redacted]
Customer Relations Manager
[redacted]
###-###-#### Office

I am rejecting this response because:It is almost end of business day on Monday and I have yet to hear from you.

Good Afternoon,I will pull the paperwork and review it with the Director of Fixed Operations and the Service Advisor.  I will have an answer for you on Monday. Sincerely, [redacted]Customer Relations Manager[redacted]
[redacted]

I am rejecting this response because: when I took the car to Tracy Toyota workshop as my car was misfiring/knocking,after they did the  diagnostic test, I was advised by the service advisor that one of the injector is bad & need to be replaced,I asked the service advisor as to what is the cost of replacing including labor charge,she gave me the price around $500.00 and the cost of changing all the 4 injectors to $1175.00 including labor charges,Just for the peace of mind I advised her to change all the 4 injectors.The next day they called me to pick the car as the work has been done.I took the car,after 3-4 days the "engine light"came on,I took the car to their workshop,and told them about the "engine light",they told me to leave the car with them,later in the day,they called me and told me that one of the injector is bad & need to be replaced,I know that in my last visit I changed all the 4 injectors,but kept quiet,I asked the advisor,beside the injector,is everything ok,she said "yes"When I told her that I did change the injector in my last visit,she said now the other injector is bad and not the injector which they had changed and when I told her that I had change all the 4 injectors in my  last visit,she said "NO"when I told her I am coming over with the receipt & we hanged the phone,she called me in a few minutes and apologize to me for not going through my past work order,what I want to say here,they are not HONEST,if they had done the" diagnostic test",they would have got to the actual problem,she told me that she will let the Head Technician"know about this,I believe the same day or the next day they called me and told me this time,that my FILTER is clogged and need to be cleaned and to fix it,the cost is $600.00,I told them to go ahead with it,the next day or the same day they called me & told me that not the FILTER,but the HEAD GASKET is blown,I do not understand their business tactic,and I asked them as to what is the damage to fixed the HEAD GASKET,they said $4000.00,I did not authorized the work as I thought they are NOT HONEST,and told them to return my car the way I gave them,when I drove the car to my house which is not even 5-6 mile,the car started shaking.and with great difficulty I reached home and right away I called them,I was told that the service department is closed for the day,I told them it closes at 6pm.they told me to come the next day,I called my son in law and told him about the whole developement,he asked me while I was taking the car to their workshop,was the smoke coming out from the exhaust,I said NO,and He told me to check the engine spout from where we fill the engine oil for traces of white residue on the spout,I told him NO,he told me they are just making money out of you.He told me that he will come the next day and check,he did not find any residue or smoke coming out of the exhaust.My son in law was shocked to see the whole engine is shaking and with the "CHECK THE HYBRID LIGHT"on.This is all that had happened.He did go and talked to the service advisor I believe,but he was not satisfied with their answer.

Hi Mr. [redacted],
I have attached a letter to this case.  Please forward this letter to the customer with my apologies.  Thank you vey much for your help in this matter.  If you have any questions, please contact me at any time.
Best Regrads,
[redacted]
Customer...

Relations Manager
[redacted]
###-###-#### Office

Good Afternoon [redacted],I have spoken to Mrs [redacted] several times; first time on January 14th at 3:01 to let her know that I will have an answer for her before the end of the day.  After speaking with [redacted] Service Manager, we decided to go ahead and order a new Navigation...

Unit for her Toyota Tundra.  Also, I spoke with Santos, our Lead Shop Technician to make sure that we was handling the customer concern that pertains to the Reverse Back Up Camera and the Radio.  He stated that all these components are connected to that Navigation Unit.  We order the Unit.The Unit came in this week and we have already set an appointment for Mr. and Mrs. [redacted] on January 24th.  We will install the unit and recheck the operation of all components that is connected to the Nav System.I would like to thank you so much for your help in this matter.  If you have any questions, please contact me at any time.Sincerely,[redacted]Customer Relations Manager[redacted]
[redacted]
[redacted]
[redacted]

Good Afternoon [redacted],I have printed out the customer complaint and will have a meeting with both [redacted], the Director of Fixed Operations and [redacted], the Genral Manager of the Dealership.  If you have any questions, please contact me at anytime.Sincerely,[redacted]...

[redacted]

Review: I took my 2004 toyota corolla into Tracy Toyota because my check engine light was on. The ran a diagnostic on it . I came in on sat the 20th and talk to the young girl that did my paper work and called me .She told me that it was my evap and I would always need to flush out the transmission.She advised me that if I did not do the transmission flush that the check light was still come on even if I did the evap. I told her I will get the evap done and do the flush somewhere else because they wanted double the price That I can get it done somewhere else. She said ok. I had to order the evap and pay for that now. So she ordered it and said she would call when it was in that tusday or Wednesday of the upcoming week. So on Monday I got my transmission flushed like I was advise to do I did it at [redacted] change for$ 119.00. Toyota tracy called it was the same girl that helped me with ordering the part and I made an appointment to come down and get my evap put in. I made an appointment for the next day. They put in the evap. I picked up my car and drove it for about 20 miles and the light came back on the check light. So I call Toyota again. They had me bring it back in. Now they are telling me that its now may be my transmission which is about $3000.00 or they can try this other part which will run me about another 600.00. I told the lady a totally new person that I was never told about any of this. Had I been told that the transmission was going to go out possibly I would not have invested any money in it. She just told me that its all down on the paper. But like I told her its all codes. I have no idea what any of that means.Im a customer that would be the job of the employees to walk me through everything and that is not what she said. She told me two things I need to do to fix my car and I did it . But 600.00 later and its not fixed. She said she would have the manager call me . The nexts day he wouldn't see me or even talk to me on the phone. He would only email me.Desired Settlement: I would like my money back! Toyota tracy had me put a part on my car that was never going to fix my check light and that is why I came there. The manager will not take any responsibility of his employee giving me the wrong information and having me spend money that I never should have.

Business

Response:

I am forwarding over to you all the information which is attached to this case. I have looked over all the notes of the notes from [redacted] the Service Director. Unfortunately, he is no longer employed with us. [redacted], her Service Advisor did recommended some services to her, but she decided to go to another establishment (outside of our Dealership) to have the work done. I have attached the information to this email the recommended items that will elevate her concerns. At this time, it has been decided by Management, not to refund the customer $600.00.

Consumer

Response:

I am rejecting this response when I left Liotta the girl [redacted] never explained to me all the things that are wrong with my car. The whole point is I never would have spent the $600 to get my transmission flushed and to get the piece that I bought with Toyota and installed it I knew that there was thousands of dollars more left on my car to fix. The girl their employee that I talk to you did not explain any of this to me in the paperwork because my theory is she didn't understand it either she didn't know what she was looking at so how could she explained it to. They should have to pay back because their employee was enabled to understand what it is that the mechanics put down on the paper work.

Review: My wife and I purchased a 2012 Toyota Camry from Tracy Toyota on November 2, 2013 and obtained a Toyota auto loan to finance the car purchase. We worked with the Finance Manager, [redacted], and she convinced us to purchase a 7 year, 125,000 mile Toyota Certified Platinum vehicle service agreement at a cost of $2,386 to help protect from covered repair costs due to mechanical breakdown. Later that same day, I contacted other local Toyota dealerships and found that we could purchase an 8 year, 125,000 mile vehicle service agreement from Fremont Toyota for only $1,495. I immediately called [redacted] and asked her to cancel the vehicle service agreement so we could get it from [redacted] instead. [redacted] spoke to the GM at Tracy Toyota and obtained approval to match the terms and price offered by Fremont Toyota. She advised that the price difference, $891, would be applied to our auto loan balance and that she would update the vehicle service agreement from 7 to 8 years in the system. I spoke to her a few times afterwards and she assured me that the changes had been made and in December 2013, I received a letter stating that the $891 price difference had been applied to our auto loan. Now in March 2015, my wife's car needed to be serviced for a bad O2 sensor and we took it to [redacted]. After the work was completed, they stated that our vehicle service agreement only showed 7 years and 125,000 miles in the system. I tried calling and left voicemails for multiple individuals at Tracy Toyota. The only person I was able to speak to in the Finance department (Pierre?) said that nothing could be done on their end to update the service agreement duration and advised me to cancel the vehicle service agreement I had purchased since I "only paid $1,495" and to buy a new one. He said this in a very insulting and condescending manner. Had we known that this was going to happen, we would have opted to purchase the agreement from [redacted] instead back on November 2, 2013.Desired Settlement: We would like Tracy Toyota to honor the original agreement that [redacted] and the GM made to match the price and duration of the vehicle service agreement from [redacted] and to update the vehicle service agreement duration for our Toyota Camry from 7 to 8 years in the system. We would also like to receive corresponding paperwork from Tracy Toyota or other appropriate party to prove that the change has been made.

Business

Response:

Good Afternoon Mr. [redacted],I apologize for taking so long to get back to you on this. I spoke with the Business Office to locate [redacted] in the system as well as pull old files back during the time that Ms. [redacted] was an employee of ours. I cannot find Hitesh Patel in any files. I also tried locating Hitesh Patel by phone number and the number is not in our system. I would like very much if I can have the Vin# to this vehicle and also the name of the person that has purchase this vehicle. I appreciate very much your help in this matter.If you have any questions, please contact me at any time. Sincerely,[redacted]Tracy ToyotaCustomer Relations Manager[redacted]

Consumer

Response:

I am rejecting this response because:I read the response back from Tracy Toyota about not finding me in any of their files. The reason is because the Toyota vehicle purchase and accompanying extended warranty purchase are under my wife's name, [redacted], and phone number [redacted]. The VIN number for the purchased vehicle (2012 Toyota Camry SE) is the following: [redacted]. Now I've also enclosed a picture of the letter we received showing that a refund of $891 had been applied to our Toyota car loan balance. When subtracting $891 from the original amount we paid for the warranty coverage, $2,386, the difference, $1,495, is the amount that we agreed to with [redacted] and Tracy Toyota GM to match the price that [redacted] offered. The one outstanding item which [redacted] did not do, which she and the Toyota GM had agreed to, is update the warranty coverage duration in the system from 7 years and 125,000 miles to 8 years and 125,000 miles. Thank you, [redacted]

Business

Response:

Good Morning Mr. [redacted]I would like to thank you for the updated information. I was able to locate the information in the our System Computers under the name of [redacted], telephone number (510) 552-2124 and Vin Information given [redacted], but not under this name given with this report which is: [redacted]nd telephone number [redacted]. I will look into this with the Finance Director and will respond in 2 days time with the updated information given.Again, thank you for your help in this matter. Sincerely,[redacted]Tracy ToyotaCustomer Relations Manager[redacted]

Consumer

Response:

I am rejecting this response because:On 5/20/15, Mrs. [redacted] promised to look into the complaint with the Tracy Toyota Finance Director and respond back in two days with an update. Since it's now been a week, I am rejecting the below response so this complaint does not get closed. I am hoping that Mrs. [redacted] will be able to provide an update soon, as she promised, since all of the requested information has been provided on my end. Thank you, [redacted]

Business

Response:

Good Morning Mr. [redacted] from the Business Office and myself just had a long conversation with Mr. [redacted]. We mention to him what documents we would need from him to proceed with this case. He is happy to oblige. He will scan and email the documents to us if not today, then no later than tomorrow. Sincerely,[redacted]Customer Relations Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Hi, Mrs. [redacted] and I have been in regular communication during the past week and I'm very happy to report that she and her colleagues at Tracy Toyota were able to update the extended warranty duration for our 2012 Toyota Camry from 7 to 8 years. I've attached a copy of the paperwork that Mrs. [redacted] provided to my wife and I as proof that the change was made. I want to thank Mrs. [redacted] for her congeniality and help with getting us this desired outcome in a timely manner. Sincerely, [redacted]

Review: My husband [redacted] and I had brought in our Toyota Tundra for a recall to get the axel fixed on 12/29 it stayed at their shop overnight and their mechanic [redacted]r [redacted] left the keys and the door opened and drained our battery. We picked up the vehicle and as we got home we noticed that the radio was not working, the TV was not either and the back up camera as well and the sensors and the navigation. We called [redacted] the service advisor to inform her and asked what happen, she stated that the Technician had left the keys in the vehicle and left the door opened and drained our battery and caused the computer to shut down. We wanted to bring it back she stated that there's no availability due to the holiday 1/1 so we were not able to bring in our truck since they were closed. In the morning of 1/2 we called, no answer and I left a detailed message to [redacted], still no call, the day was almost done so we went to the office personally to speak to the manager instead at the time it was Mr. [redacted], he did not present himself to us [redacted] stated he was busy and she was too that's why she had not called back and she was off as well. I asked for Mr. [redacted] direct number and he did not answer I left him a message. Mr. [redacted] called us back on 1/4 and told my husband they will do an investigation and let us know. Mr. [redacted] then called again on 1/5 stating that he will have the parts ordered and it will take 2-3 days due to the finding of his investigation and unintentional fault of the mechanic. 1/13 we have not heard back from anyone. So I called to speak to the Customer Service manager. I found out from [redacted] the Customer Service Manager that Mr. [redacted] no longer works for Toyota and the new Manager is now George [redacted]. [redacted] also stated that [redacted] was off and I asked is there any notes on our file or any orders for parts for our vehicle, [redacted] stated that she did not see any notes or documentation. [redacted] stated she will bring my concerns to Mr. [redacted]. 1/14 [redacted] called me and stated that her manager Mr. [redacted] said that we can go half on the expenses to repair the damages on our truck: the tv, radio, navigation and back up camera. I kindly repeatedly and stated to her that this is also a safety concern not having a back up camera. I drop off my small children to school and I can not see the road. I do not want to hurt/ injure anyone when backing up and its very worrisome. Our main and initial purpose to have our vehicle serviced was to fix the recall on the axel which was resolved but then they added more damage to our vehicle due to the technician's neglect. It may not have been intentional but they should be held responsible for what they did. My husband and I have been very patient with them, they stated to go half with us to the damages that they caused is not very nice and unacceptable.Desired Settlement: We ask that they repair the damages caused to our vehicles tv, radio, navigation, sensor and back up camera fully. So that we can have peace of mind again when driving the vehicle the back up camera is most crucial due to safety concerns. I appreciate all your help and attention to this matter. Please help us. Thank you.

Business

Response:

Good Afternoon [redacted],I have spoken to Mrs [redacted] several times; first time on January 14th at 3:01 to let her know that I will have an answer for her before the end of the day. After speaking with [redacted] Service Manager, we decided to go ahead and order a new Navigation Unit for her Toyota Tundra. Also, I spoke with Santos, our Lead Shop Technician to make sure that we was handling the customer concern that pertains to the Reverse Back Up Camera and the Radio. He stated that all these components are connected to that Navigation Unit. We order the Unit.The Unit came in this week and we have already set an appointment for Mr. and Mrs. [redacted] on January 24th. We will install the unit and recheck the operation of all components that is connected to the Nav System.I would like to thank you so much for your help in this matter. If you have any questions, please contact me at any time.Sincerely,[redacted]Customer Relations Manager[redacted]

Review: I purchased a 2014 Corolla LE Eco in June and when I brought it in for my first 5k service to Toyota service dept., when I received the car back, I noticed a noise coming from the tires. I called back and they said they were aware of a "bad batch" of hubcaps that were manufactured and they got new ones and put them on my car however those too made noise so I brought it back again for a second time and they said they got me new caps in another style. Those also made noise so I brought it back again for a third time. This time, the tech said he even drove a NEW car on their lot and it too was making the noise. I was told I would get new alloy wheels/tires put on the car however now Im being told that I am waiting for corporate to find me alloy wheels that fit my car (15) since the only ones they can find are 16 which apparently cant be put on my car? I am being told that corporate cant find any in the US that fit my car? I am now over 11k on my car and I continue to call every week yet still have no resolution as the dealer says they are still waiting for corporate to get back to them locating the rims. I got in contact with CORPORATE TOYOTA who told me there is nothing they can do and I need to get the regional office phone number from Tracy Toyota. I have called multiple times since that conversation on 11/4 and have not received a return phone call with an update or providing me with the contact info. please helpDesired Settlement: I would like them to provide me with Alloy wheels as promised to fix the noise ASAP.

Business

Response:

Hi Mr. [redacted],

I have attached a letter to this case. Please forward this letter to the customer with my apologies. Thank you vey much for your help in this matter. If you have any questions, please contact me at any time.

Best Regrads,

Customer Relations Manager

###-###-#### Office

Business

Response:

Hi Mr. [redacted],

I know that [redacted], our Fixed Operations Director have been staying contact with Mrs. Helland as of now. I apologize that going through the Toyota Process on eliminating the Hub Cap noise is very frustrating for you and your wife. Unfortunately, we can not replace new rims on your vehicle without the authorization of Toyota Corporation. We, Tracy Toyota cannot move forward without the permission of the Toyota. Their office is very aware of the problem that exists with your vehicle and is still working on the problem.

If you have any questions, please contact me at any time. Again, I do apologize on behalf of Tracy Toyota.

Sincerely,

Customer Relations Manager

###-###-#### Office

Review: On September 2013 I took my car to Tracy Toyota to get a Used Engine, after I got the car back, I noticed an Engine oil leak. I call them and explain the problem the service advisor said I could drive the car until it it time for the first service than they will take care of that problem the leak. four months later I took the car for the service and the reparre of the leak hopping that the leak is in my warranty, they end up charging me around $1,3129.92.

there papers said that the warranty 12 months or 12,000 Miles witch come first. By the time Engine replacement the mileage indicator was 251,346 Miles in and out. When I took it back for the service the mileage indicator was 258,342 in and out what give me a total of 6,996 miles less than 12, 000 as mention in the warranty.

I want the Revdex.com to take a look on this case.Desired Settlement: I want them to honor the warranty.

Business

Response:

Thank you for getting in contact with us with this matter. Our goal is to always provide Mr. [redacted] with excellent service. I pulled his file and went over it with Mr. [redacted], Director of Fixed Operations.

On September 18, 2013, RO# [redacted]; Mr. [redacted] came in and had an Engine installed in his 1996 Toyota Paseo. At the time of the installation, Mr. [redacted] was informed by his ASM, [redacted] Y[redacted], whih at the time there was no Remanufactured Engines for his vehicle, so he made the choice of installing the Used Engine which came with a 12 month of 12,000 miles warranty, which ever comes first. The Warranty covers the Engine Block NOT seals and gaskets, because it is a Used Engine.

The warranty information is also listed in the comments on this Repair Order. See attached invoice #[redacted].

On January 10, 2014, RO# 510260, Mr. [redacted] came in with the concern that there was an Oil Leak. The technician checked the concern and recommended that Tear down and Inspect which he found that the oil leak was coming from the Oil Pan which the Technician removed the Oil Pan and reseal the leaks under the Timing Cover. No leaks at this time.

On January 17, 2014, RO# [redacted], Mr. [redacted] came in and we performed inspection of an oil leak and found oil to be leaking from the Rear Main Seal. We replaced the Rear Main Seal and Bracket, and reseal the Oil Pan and topped off the fluids. We road test the vehicle and rechecked for any more oil leaks and found none. For this repair, we did NOT charge Mr. [redacted] because we VALUE him as a customer.

Refer to RO# [redacted] at $1,254.00.

Consumer

Response:

It is thru that on August 13, 2013 I took my car for the installation of the Engine which they did completed on September 18, 2013. Before the installation I tall Mr. [redacted] the reason I bring my car to a dealer not to a regular repair shop was the warranty and the work well done assurance. He promise me a one year warranty for the Engine if any problem with it I am covered see invoice # [redacted]. After the job was done I drove the car home I found an Engine oil drop under the Engine. Two days after I call Mr. [redacted] and explained him the problem his response was I can drive the car until the first service is up than they will take care of it. I knew this is under my warranty. When I took the car for the first service Mr. [redacted] was not there I was received by Mr. [redacted] M [redacted] I explain him everything and he true my file found all the information or car history. This was on January 10, 2013 they charge me I try to argue on it hi said the seals are not covered. I pay and took the car found out that the leak was not fixed. I call them back again they gave me an appointment one week later, that's the time I went to see [redacted] community relations manager. She made copies of all my invoices and set up an appointment with Mr. [redacted], together we met at Mr. [redacted] office on January 17, 2014 and they decided to rework to fix the leak refer Invoice # 510699. This is because there job was not done and they end up over charging me on the part that was newly install during the installation of the Engine. Mr. [redacted] and [redacted] concluded that they will refund me some of the money from those parts like timing belt. Until today they have not pay back that over charge. I am asking them to be honest.

Referring to the Invoice # 50165600 that they mention as an attached on the warranty information I do not recall receiving it. If they do let them provide it to you as a prove .

The job they performed on January 17, 2014 that they clam not charging me it because they did not do what they was suppose to do on January 10, 2014, and that was supposed to be covered under the warranty they issued me on September 18, 2013. The one year or 12000 Mille which come first.

Business

Response:

I am sending out today to the customer a check in the amount of $385.50 for the Timing Belt plus Labor.

Consumer

Response:

I am rejecting this response because:

Thank you for your last message sent to me on April 11, 2014 in witch you let me know that TRACY TOYOTA agreed to pay me back only $385.50 for the Timing Belt plus Labor. I am surprised they recognize this charge but they do not want to refund the total amount that I paid for the Engine oil leak thru the Warranty. Their INVOICE-[redacted] pg 1 of 1 was not given or read to me when I took my car to or from them. Even when I paid the $ 4780.83 ( see INVOICE - [redacted] ) after the installation of the Engine the INVOICE - [redacted] pg 1 of 1 was not given to me. If you take a look on that INVOICE nothing shows that this document was addressed to me and I can't read the small print where they try to indicate with the arrows. This is just their internal document, it does not show the amount paid. I know that I am not a Lawyer but you are. Is up to you to decide on this case. I don't know how much more I have to explain the situation.

To finish my response I do not agreed with them, they should just pay back the all amount apart $193.76 for TIRES and $47.85 for LUB, OIL and FILTER.