Tracy Toyota Scion

Review: I brought my 2013 Scion FRS to Toyota in Tracy, CA. I have a coolant leak coming from somewhere. I took it there on April 9, 2014 at 9:00am. I spoke to the service advisor [redacted] at Toyota after the mechanic diagnosed my vehicle. They had told me that I hit something while driving my car and I cracked my radiator. (A couple months earlier I had my passenger side fender replaced). I asked [redacted] if my radiator support was damaged from the bottom because if I hit something like he stated that would be damaged. He stated that we can put my car back on the lift to show me the damage. [redacted] had pictures he showed me of the damage but I did not see any damage from those pictures all I saw were scrapes from driving. When I went out into the service area where my car was the mechanic told me that I obviously hit something because my fender does not line up correctly with my bumper. I replied that only my fender was replaced and that has nothing to do with my radiator. I asked to see the damage they said I had. What they showed me were scrapes under my car and on my radiator support. I asked too see the crack on my radiator and all he showed me were bent fins. Long story short the mechanic told my finance and I that whoever put my front bumper on messed up my radiator. I expressed that my front bumper was never taken off my car. [redacted] even made a rude comment about how my fender color does not match my car and who fixed it did a bad job. I feel as if I was discriminated against because I am a woman. They falsely diagnosed my vehicle and lied to me thinking I was not going to know what they were talking about. I complained to Toyota corporate and a field service engineer came to look at my car. He is going to replace my radiator after I had to take it too 2 other dealerships to prove that they were lying to me about my car having damage. I feel like I need too be compensated for going thru all this trouble. The sad part is that this is my first service done too my brand new car with 17,XXX miles.Desired Settlement: I feel like I was discriminated against and they need to compensate me. Even tho my radiator is getting replaced it should have been in the first place. They thought because I am a woman they could tell me a lie to try to get money from me and that is not right.

Business

Response:

Good Afternoon [redacted],

I have attached the letter to this complaint. In the morning I will fax over the pictures that was taken of the vehicle.

Thank you so mich for your help in this matter. If you have any quesions, please contact me at any time.

Sincerely,

Customer Relations Manager

Consumer

Response:

I am rejecting this response because: Tracy Toyota has yet to send the pictures of the "damage" they stated I had to my vehicle to the Revdex.com caseworker. I have invoices from two other dealerships stating that I do not have the damage they stated I have. I feel as if Tracy Toyota discriminated against me as a woman. I feel they were trying to make me pay for a warranty repair thinking I had no knowledge about vehicles. From their response I do not believe they want to help me in any way, I would expect more from such a well respected company.

Business

Response:

Good Afternoon,

I tried scanning the pictures of [redacted] vehicle and sending them to you. Instead, I faxed them over with a copy of the Customer's Repair Order. Please let me know if you need additional information.

Sincerely,

Customer Relations Manager

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

###-###-#### Fax

Business

Response:

Company states that they will be sending the consumer $70 as a good will gesture not because they are obligated to do so.

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.

Review: TRACY TOYOTA HAD A TOYOTA TUNDRA PLATINUM PICKUP FOR SALE ON CARS.COM {STOCK # [redacted] AND VIN #[redacted]} FOR $50,449. SO I TOOK MY PRINT OUT TO THE DEALERSHIP ON 06/28/2015 TO SEE THE TRUCK. WHEN I GOT THERE ME AND MY FAMILY LIKED THE TRUCK, BUT WAS TOLD THAT WAS NOT THE REAL PRICE OF THE TRUCK. ON CARS.COM IT HAD ALL THE PICTURES OF THE TRUCK AS IT WAS SHOWN TO ME ON SUNDAY AT THE DEALERSHIP. WHEN ASKED WHAT THE DEAL WAS ABOUT THE PRICE BE WRONG, THE SALES PEOPLE GOT RUDE AND TOLD ME THE PICTURE AND PRICE AND STOCK/VIN NUMBER DOESNT MEAN NOTHING. SO I WAS TOLD TO LEAVE THE DEALERSHIP BECAUSE I WASNT GOING TO GET TRUCK AT THAT PRICE. THE TRUCK HAS BEEN SHOWING THIS PRICE ONLINE FOR OVER A WEEK AND IT STILL SHOWS THE SAME PRICE.Desired Settlement: THE TRUCK NEEDS TO SOLD AT THE PRICE ITS SHOWS

Business

Response:

Good Afternoon Mr. [redacted],I do apologize for the listing of this vehicle. I have spoken to the GSM and he also apologizes. These are 3rd parties companies that are posting this information. I am trying to get in contact with the Website person which handles and are responisble for installing the information. I am diligently hoping that I can have better control over the information that customers are sseking from the different websites in the future. If you have any questions, please contact me at any time.Sincerely,[redacted]Customer Relations Manager[redacted]

Consumer

Response:

I am rejecting this response because: That's the only listing from the dealership that is wrong, every other posting on the web site is right. I understand people and computer make mistakes, the way I was treated at the dealership wasn't right, making me like I didn't know what I was talking about, that Sunday wasn't the first time I came out to buy a car. the dealership should have met me half way on the price or at least try to work something out with me. these also is a different truck that I called about 3 days ago and I was told the same thing...oh its the wrong price. Has a consumer shopping for a new car or truck the dealership should be working with me. And not provide wrong info to the consumer shopping for a new car or truck. I still think the dealership should be working out a price with me on the truck.Thanks[redacted]

Review: I took my 2008 Toyota Highlander to Tracy Toyota because there was oil leak. Since I have extended warranty on the vehicle, I approved the diagnostics and it was determined that the cylinder head gasket was blown. The service representative contacted my insurance company and the repair was approved. After few days the Toyota service representative calls me and tells me that they encountered another problem. According to him after they replaced the gasket and assembled the cylinder head back together, they turned the engine ON and oil started to gush out. After further investigation, they found that there was a crack on the cylinder head cover, underneath one of the bolt screws. I was told I have to replace the cylinder head and it would cost me around $12400. He said that he will talk to my insurance company. The insurance company sends an inspector to investigate the problem.

Couple days later the Toyota Service representative calls and tells me that the insurance company will not pay for the repair. Immediately, I called my insurance company to find out the reason. They told me that the reason they wont pay for the repair is that, the crack on the cylinder head cover was caused due to over torqueing. Since that's not a mechanical problem, they cannot pay for it.

I contacted Toyota again and they denied any wrong doing and only thing they can do now is JB weld the crack and hope for the best.

I don't understand how Toyota was not able to determine the crack the first time when they did the diagnostics. Or when they removed the cylinder head apart. I am pretty sure that before putting on a new head gasket, the cylinder head has to be cleaned and machined. They should have seen the crack at this stage but they failed. I was not informed about the crack until after they put the new head gasket and assembled the cylinder head back together and turned the engine ON. I am pretty sure the cracked happened when they assembled the cylinder head back together and over torqued it.Desired Settlement: Toyota should own up that they messed up. JB weld might and might not work. I cannot take that chance when I have my wife and kids in the car. I hate to say it, but Tracy Toyota needs to replace the whole cylinder head unit. Welding wont work.

Business

Response:

Good Afternoon, I will pull the paperwork and have a meeting with the [redacted] to find out what happen and will update my notes and/or information in the computer. If you have any questions, please contact me at any time. [redacted]

Business

Response:

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]

Review: Tracy Toyota sold me Permaplate for my Prius, an aftermarket application that would be applied to my vehicle after the purchase. I purchased the in and out application for about $5k. According to the documentation I have they were suppose to contact me to set up an appointment for the application after the loan was processed. THIS WAS NEVER DONE! They never set the appointment up, and as a first time car buyer I wasn't even aware of what was being purchased....yeah my mistake. Well now I was getting ready to trade in my car after paying it off. As I was reviewing my contract I noticed this item that was purchased. After some research I discovered I never got this performed. I contacted the dealership to make sure, and the CRM [redacted] had no record of any documentation about anyone ever contacting me to get this performed. I called back and asked for a refund. I was turned off by the CRM saying it was too late. Digging further into the issue I learned it wasn't too late. I was entitled to a refund since I didn't receive what I paid for. I contacted corporate toyota and still no resolution. For the past three months I have been trying to contact the dealership and provide them with things they need to get me my refund but they just seem to refuse to refund me my money. BEWARE of the FRAUD Tracy Toyota is a part of. They sell you after market products, dont inform you of the process to get what you pay for , and if you do find out about being charged for things you never got they deny to refund your money!Desired Settlement: I would like a full refund for the amount I paid for the Permaplate application.

Business

Response:

Good Afternoon [redacted],

I forward over some additional information to you through email (infor.Revdex.com) pertaining to this account. I do apologize for the length of time that this has taken for me to get back in contact with you.

Sincerely,

Customer Relations Manager

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Business

Response:

Good Morning Ashly,

I sent the information to the website:[redacted]. I just resent the information. Please let me know if you received it. Please call me if you have any questions. Again, thank you so much.

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

Business

Response:

Good Afternoon,

I spoke to our Controller and after reading all the documents which were pertaining to this case, she decided to refund the customer in the amount of $2790.00 for the Perma Plate Items. If you have any questions, please contact me at any time.

Thank you again for your patience and your help with me in this matter.

Sincerely,

Customer Relations Manager

Review: My 2012 Toyota [redacted] plastic trims and especially the spoiler have warped, deformed, and appears to have melted. I took it to Toyota Tracy (service advisor [redacted]) while under warranty and they had to call in the District manager ([redacted]) to inspect. However after they looked at the car, this manager decided that they cannot cover these items. They said that because I'm parked next to "windows". I told them that I've owned the home with "windows"since 09' where I park my 2012 civic and that's not happening on that car. I've also owned a 2009 [redacted] prior to the [redacted] and also that phenomenon did not happen. I've called the Toyota corporation and according to the representative, they cannot help or cover this claim because the Toyota district manager already made a decision.My 2012 Toyota [redacted] plastic trims and especially the spoiler have warped, deformed, and appears to have melted. I took it to Toyota Tracy (service advisor [redacted]) while under warranty and they had to call in the District manager ([redacted]) to inspect. However after they looked at the car, this manager decided that they cannot cover these items. They said that because I'm parked next to "windows". I told them that I've owned the home with "windows"since 09' where I park my 2012 civic and that's not happening on that car. I've also owned a 2009 [redacted] prior to the [redacted] and also that phenomenon did not happen. I've called the Toyota corporation and according to the representative, they cannot help or cover this claim because the Toyota district manager already made a decision.I'm writing to you to help me get Toyota to pay or fix these damages because this is clearly a manufacturer defect. Cost of parts plus labor $1700.I'm writing to you to help me get Toyota to pay or fix these damages because this is clearly a manufacturer defect. The spioiler and trim pieces should not melt under normal conditions.Desired Settlement: Toyota should Replace spoiler and plastic trim pieces that have melted at their own cost. When I bought the car, the salesman did not tell me to not park next to windows.

Business

Response:

Good Afternoon Jorge,I apologize that this is taking so long for me to repsond to Mr. [redacted] complaint with Tracy Toyota. This complaint should be with Toyota Corporation. I have spoken to the Fixed Operations Director at Tracy Toyota and he stated that he cannot over turn the decision which was made by the Toyota Representative. I have faxed over the documents including this complaint to Toyota Customer Service and I am waiting for a response from them to see if they will overturn their decision. I id attached the Repair Order to this complaint which was written on 06 February 2015.If I do hear from Toyota, I will contact the Better Business Burear as soon as possible. If you have any questions, please contact me at any time.Sincerely,[redacted]Tracy ToyotaCustomer Relations Manager[redacted]

Review: We puchased a 2004 toyota sienna on 2/8/15 the finace person who did our contract [redacted] adviced us to get the aditional waranty coverage due to the year and mialege of van and also GAP insurance. He said that the warranty would cover any repairs other than normal wear and tear such as the tires and it would be good for 2years or 24000 miles. We got the warranty and GAP insurance and signed the contract. That night when my husband was driving it we noticed a noice on the front right tire, and the next day when we turned on the van it let out bluish smoke which did nit seem normal, but we wer going to wait to receive the information on the warranty so we can call and have them look at it. On 2/23/15 I received a certified letter from Toyota stating that they were unable to get vehicle finaced and to contact dealer. I called on 2/24/15 spoke with [redacted] in finance dept. And he said he was able to get loan thru [redacted] and the payment would be the same we just needed to sign the new contract. On 2/26/15 we went to dealer and [redacted] had the new contract ready. We explained the issues with the van he again said the warranty wiuld cover any repairs other than normal wear and tear, so we asked if we could leave the van at dealer so that they could look at it in the next day at the service department. He talked to his manager and he said yes and we left van and keys at dealer. On 2/28/15 I called and spoke with [redacted] at service department he put a spanish speaking person from the shop on the line so that my husband could explain all issues. On 3/1/15 dealer called my husband that van was ready, we went and nothing had been done to it so we left it at dealer. I called on 3/2/15 spoke with [redacted] he said they woyld put in shop and see whats going on. Its been at dealer they found it has problem with head gasket and suspension. I have been calling everyday to get updates from [redacted], now on 3/11/15 [redacted] said warranty didnt want to cover repairs and [redacted] no longer works thereDesired Settlement: I want Toyota to make sure the repairs are covered or that the contract is canceled because their finance person who is no longer there [redacted] told us both times when we signd the contract that all repairs would be covered except normal wear and tear. The van has not left the dealer since we signed the new contract, we would of never signed if [redacted] would of told us the warranty would not cover the repairs. I have called on 3/11 and 3/12 trying to reach a manager in finance department and nothg

Business

Response:

Good Evening [redacted],After having a meeting with both Sales and the Service Department; they had agreed to repair [redacted] 2004 Toyota Sienna. For the last few days the vehicle is in the Tracy Toyota Service Department for repairs. I spoke to George Youhana, Director of Fixed Operations today, 23 Mar 2015 and he stated that the vehicle is close to finishing the repairs on Repair Order Number [redacted]. I will check with him on Wednesday evening to get an update status on the vehicle.I apologize to [redacted] on behalf of Tracy Toyota for any inconvenience that occurred at our Dealership. We value our customers and we strive to provide to our customers and ensure that they leave our Dealership satisfied. I would also like to reassure her that it is our goal to provide excellent service to every customer that enters Tracy Toyota.If you have any questions, please contact me at any time.Sincerely,[redacted]Customer Relations Manager[redacted]

Consumer

Response:

The vehicle has been at dealer since the day the contract was signed on 2/26/15 the first payment is due on April 12th. Will the dealer be responsible for making the first payment since I have not had it with me for so long, please advise.

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.

The vehicle has been at dealer since the day the contract was signed on 2/26/15 the first payment is due on April 12th. Will the dealer be responsible for making the first payment since I have not had it with me for so long, please advise.

Business

Response:

Good Afternoon [redacted],I spoke to the General Sales Manager again pertaining to [redacted] about making the first payment for her. He apologize and stated that unfortuately, I would have to say no at this time. I also spoke to Josefina on Thursday afternoon and explain this to her. She sounded ok at the time. If you have any additional questions, please contact me at any time. I did received your message this evening, I apologize that I was off the lot most of today.Sincerely,[redacted]Customer Relations Manager[redacted]

Review: The Service Department at Tracy Toyota has been unsuccessful in resolving the repair of my new car rim. They have been putting me off since July. I would like the rim that was damaged by the service employee to be replaced. The rims have attempted to be repaired twice in the past, but the repairs were unsuccessful. Therefore, replacing the damaged rim seems to be the best option at this point. However, the service employee needs to take care installing the new rim or it will result in another damaged rim, which is what happened in this case.In addition, I never received the rim removal tool (that I need in case I get a flat tire). I have been in contact with [redacted], the Customer Relations Manager, for the past few months and she has been unable to resolve both these issues. In our last conversation (October 1, 2015) she told me she is stuck in the middle and didnt know how to go about resolving these issues. She was going to have [redacted], the Service Manager, call me back, but he never did. I e-mailed [redacted], the General Manager, October 7, 2015 and left a message for him on October 14, 2015 and he has not responded to either.Desired Settlement: Replace the new rim that was damaged while the service technician installed it.Give me the rim removal tool.

Business

Response:

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]

Consumer

Response:

I am rejecting this response because: [redacted] has been working on resolving this for the last few months without resolve and in our last phone conversation (on October 1, 2015), she told me she is "in the middle" and didn't know what to do. She was going to have [redacted] call me October 1, 2015 and I have never heard from him. I have also e-mailed [redacted] and left him a message and he has never contacted me either. Thus, the people she is planning to meet with seem uninterested in resolving this issue.

Consumer

Response:

I am rejecting this response because: I am unclear on what the correction will be at this time. [redacted] addresses the visit in July, and states she'll give us a rental car, but I'm unclear as to what the correction will be. Are they giving us new tires or rims or both? I called her on 11/4/15 and left her a message so she can clarify and to make an appt to check the wheel lock, but she has not returned my call. I appreciate their goal to provide excellent customer service, yet they don't return phone calls or follow through. Hence, they say one thing and do another.

Business

Response:

Good Evening,

I would like to thank you for your patience in this matter. On 18 November 2015 at 10:40am. I spoke with Mrs. [redacted] pertaining to her concern which is the damaged rim. Her Service Advisor had just written her 2015 Toyota Camry for the Service Maintenance work to be completed on Repair Order [redacted]. While it was here, I had [redacted] to take pictures of all her Rims, so that I can have a look at the customer concern.

I had a meeting with [redacted], the Director of Fixed Operations and with her Service Advisor pertaining to the customer concern. The Service Director stated that he will take care of the customer rim. [redacted] did called Mrs. [redacted] to give her an update status on what was going on with her vehicle. I also called her at 1636 hours on 18 November to verifiy the conversation that her Service Advisor had with her.

We value our customers and would like to reassure them that our goal is to provde excellent service to every customer that eneters our Dealership. If you have any questions, please contact me at any time.

Sincerely,

Customer Relations Manager

This place is a joke. STAY VERY FAR AWAY!! Their communication skills are horrible and they just ignore customers after they get your money. I bought a Ford F-150 certified used car. I had it in for a check engine light less than 500 miles of driving. They could not find the source of the problem. Had them check it a few more times and they found the filler neck needs to be replaced. Even though this happened within less than a week's of driving, they refuse to do anything about it or return phone calls or emails.

These people are crooks and should not be given anybody's hard-earned money the way they treat customers. Worst dealership I have ever had the displeasure of doing business with by far.

Review: My daughter bought a car at Tracy Toyota Scion, and asked me(her dad,[redacted])to co-sign for her([redacted]. It was agreed,that I was only the co-signer,and that she was respondsible for the car,since I had good credit.After several attemps to get credit approval,with no success. Tracy Toyota Sion got their own financing through their own finance company(Wells Fargo Finance).I told them from the beginning,that I didn`t work,and that was retired.They put the car in my name,knowing I don`t work,and I`m retired.Can`t afford to make payments on a fixed income.They used my good credit to sell a car,she nor I can afford(16,000 plus.)Don`t know what to do, they won`t take the car back.We`ve tried,and they say there is nothing they can do.It has been less than 30days. Thanks!Desired Settlement: Give her,her old car back so she can find something she can afford right now. Thanks

Business

Response:

Good Morning,

I have met with the Used Car Manager [redacted] and he states that the Csustomer was aware of the contract that at the time of the signing as a Co-Buyer that he was just as responsible for the Vehicle as the Buyer. Next, I need to speak with the General Sales Manager pertaining to this issue.

I will have an answer tomorrow. Sorry for the delay. If you have any questions, please contact me at any time.

Sincerely,

[redacted]

Customer Relations Manager

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Consumer

Response:

I am rejecting this response because:Rebuttle: I understand that I am just as responsible as my daughter([redacted]) is,but she is the car buyer(primery owner),I'm the co-signer just in case things don't go right.But they have me down as the primery,and it shouldn't be that way.When the salesmen came to my house to sign papers,he said I was just the co-signer, and not to worry. Thats not what it look like is happening.He lied for a sale.

Business

Response:

Dear [redacted],

I spoke to the Manager pertaining to Mr. [redacted] rejection. He stated this: The signed contract has [redacted] listed as a Buyer, and [redacted] as a Co-Buyer. As stated on the contract, "A Co-Buyer is a person who is responsible for paying the entire debt" which means that both Buyer and Co-Buyer have the same responsibilities in paying the debt. Mr. [redacted] is claiming that we (Tracy Toyota) sold them a car they cannot afford.

There is no cooling off periiod in California. "California law does not provide a "cooling off" or other cancellation period for vehicle sales. Therefore, you cannot later cancel this contract simply because you change your mind, or decide the vehicle costs too much, or wish you had acquired a different vehicle. We cannot accept them returnimg the vehicle after they have signed a contract knowing how much the vehicle costs were at the time of the sale.

If you have any questions, please contact me at any time.

Sincerely,

Customer Relations Manager

[redacted]###-###-#### Office

Review: I purchased a used 2007 Dodge Caliber from Tracy Toyota Scion in Tracy California on March 14 2014. The vehicle had 136346 miles when purchased. Finance Director, [redacted], convinced me to purchase a 24 month 24000 miles extended Mechanical Repair Service Contract along with the purchase of the vehicle. [redacted] advised that the extended warranty is the smart purchase to prevent me from dishing out large sums of money due to vehicle break down for two years or 24000 miles. My daughter used the vehicle for transportation to school (5 miles from home) and to work (less than 2 miles). September 29 2014, after returning for school, my daughter advised me that the check engine light was on and that she was having a problem starting the vehicle. I checked the fluid and oil levels and they all appeared normal. I did noticed that coolant on the engine and top radiator hose/radiator cap. I immediately call and spoke with [redacted] for instruction on how to activate the extended warranty. Without having a chance to describing the problem, [redacted] immediately explained that if the problem was caused by my neglect the warranty would not cover the repairs. I told him that I was surprised by his change of attitude regarding the warranty contract. He advised that if I was to have the vehicle towed back to Tracy Toyota Scions Service Department he would have the initial service fees waived. I had the vehicle towed to Tracy Toyota and left the keys in the Early Bird mail slot. The following day I contacted Tracy Toyotas Service Advisor [redacted] regarding the vehicle. After two days of calling, [redacted] advised that the shop was not equipped to conduct a diagnostic check of the vehicle. He continue to advise that he could not start the engine but believed that I drove the vehicle without coolant. I advised him that there was coolant in the plastic coolant container. Three days later Service Advisor [redacted] advised me that the vehicle had been diagnosed and the coolant loss was caused be a faulty radiator cap/hose adapter. I advised also [redacted] that there was coolant in the plastic container. He explained that there were two coolant storage areas, one the radiator and second the plastic coolant container. [redacted] advised that the initial diagnosis recommended an engine head gasket replacement. He gave me a price quote of $1700.00 to repair the vehicle. Two days later I called on the status of the vehicle and Advisor [redacted] stated that the vehicle required a complete engine replacement. After a week of waiting I was told that the extended warranty would not cover the repairs because they believed the vehicle was driven at a high rate of speed and without coolant. Finally after a total of two weeks without a vehicle, I end up with monthly payments on a lemon paper weight and a warranty contract that is not worth the paper it is printed on. Plus pay $900.00 to retrieve my vehicle from Tracy Toyota and have my vehicle towed back to my house. I will never purchase other vehicle from Tracy Toyota Dealership, at [redacted], nor will I purchase a Mechanic Repair Service Contract from any dealership.Desired Settlement: Repair/Replace recommended parts. Plus pay for labor cost.

Business

Response:

Good Afternoon Mr. [redacted],

After reading your statement, I had a meeting with the Tracy Toyota Management Team. We have decided to help you on the issue. You purchase a 2007 Dodge Calibre from us on March 14th, 2014. On September 30, 2014, you brought the vehicle into our Dealership stating the vehicle had overheated and the check engine light is on on Reapir Order#[redacted]. On the tear down and inspect, we found that the vehicle needed and engine, radiator and hose. The Management Team has decided to help you our on this matter by taking a care of the expense on parts and labor. We will also credit you back $900.00 that you spent for tear down and inspection.

On 27 October 2014 at 1513 hours, I spoke with Mr. [redacted] perrtaining to this matter and he has agreed to these terms. I has also agreed to having the vehicle towed to us at his expense.

Our goal is to continually rpovide our customers with exceptional service and we are committed to their satisfaction. If you have any questions, please contact me at any time.

Sincerely,

Customer Relations Manager

[redacted] Office

Consumer

Response:

Thank you for providing a voice for the customers that thought they did not have a voice. I have received the $900.00, but have not received my daughters repaired Dodge at this time. Sorry for my delayed response, but I was waiting for the vehicle before I responded. I want to send a special thanks to Tracy Toyota’s Customer Relations Manager, Cynthia Tyler, for taking the time to assist with the correction and giving a different face to the dealership. Again I would like to thank Revdex.com of Northeast California for the help they provided.

Wish I could give this dealer a rating of zero stars. STAY AWAY! I ordered a new car from this dealer in early May. I was told it would be 6-8 weeks. After 8 weeks of not hearing anything I contacted them and they stalled around a few days before telling me it was to be built on August 1. By mid-August I asked for an update via phone and email and never received a return call. Ended up complaining to the Bay Area sales manager who promised to find out what happened and never heard from him either. Tracy Toyota is not to be trusted and the Bay Area sales manager is harming Toyota's good reputation. Just read all the other reviews and GO ELSEWHERE!

Review: My wife scheduled a service appointment with [redacted] of the Tracy Toyota Service Department. [redacted] told my wife that it would take 90 minutes. Based on that information, my wife decided to wait for the car. After 2 1/2 hours, she contacted me to tell me that the car was not ready. I called [redacted] in the Service Department to ask why my wife was still waiting for the car. [redacted] was very rude and sarcastic on the phone. He was dismissive and impatient with me. He said the job would take 3 hours and didn't seem to care that my wife was still waiting for the car. He made it clear to me that my wife was 10 minutes late for her appointment implying that the extra time was "punishment" for not being there on time. His tone was unprofessional and discourteous. When I asked to speak with his supervisor, he hung up on me. I drove a half hour to the dealership, and my wife was still waiting! I spoke to [redacted] directly, but he continued to act annoyed that I was there wasting his time. I then spoke to his supervisors [redacted] and [redacted]. They were pleasant and apologetic. The bottom line is that [redacted] made a time promise to my wife that he knew he could not keep and became rude and belligerent when I confronted him with it. This was a horrible customer service experience for both my wife and I, and no one should be treated like this. [redacted] was dishonest with my wife and rude to me. My wife was alone when she went to the dealership, and I truly believe she was poorly treated because she is a female.Desired Settlement: One, they need to compensate my wife for her time. If they had been honest about the time it would have taken to do the work, we would have dropped off the car and not waited for it. My wife was there almost 2 hours longer than promised. Two, when I spoke to [redacted], he was rude and unprofessional. I would like to receive an apology letter from Tracy Toyota and documentation that [redacted] was formally counseled for his horrible conduct.

Business

Response:

Good Afternoon [redacted],

Thank you again for all your help in this matter. I have been spending lots of time in the Service Area taking notes on Customer Service.

If you have any questions, please do not hesitate to contact me at any time.

Sincerely,

Customer Relations Manager

ctyler@tracytoyota,com

[redacted] Office

Consumer

Response:

I am rejecting this response because: An acknowledgement that the person is spending lots of time in the service department taking notes is simply not an acceptable response to my complaint. One, the business is not acknowledging that there was a problem with the service that was provided to my wife. Two, there is no indication that the business is dealing specifically with the involved employee ([redacted]). Three, there is no formal apology from the business. And four, there is no attempt to compensate my wife for her time and trouble. The business is clearly not taking this complaint seriously and is disrespecting both me and the Revdex.com.

Business

Response:

Good Afternoon [redacted],

I would like to take this opportunity to apologize for any inconvenience that Mrs. [redacted] has gone through here while waiting for her vehicle to be service at Tracy Toyota. I (We) Tracy Toyota have taken this matter very serious.

The Fixed Operations Director have spoken to [redacted] in great details pertaining to this situation and have had several meetings with [redacted] pertaining to the schedule appointments and the continued communications with all his Customers.

I am offering a Certificate for a Platinum Detail on her vehicle and Free Oil Change. I know that this is not much, but I am hoping that it shows that we care.

Our goal is to provide Mrs. [redacted] with Excellent Service and I look forward to exceeding her expectations in the future. Thank you for your patience in this matter.

If you have any questions, please do not hesitate to contact me at any time.

Sincerely,

Customer Relations Manager

[email protected]

([redacted] Office

[redacted] Fax