Turtle Wax, Inc

April 22, *** *** purchased a New Toyota Tacoma. The New Toyota Tacoma that Ms*** selected to purchase did not have a factory installed tow hitch or wiring harness. The tow hitch and wiring harness was not an option on this particular model at this time.
Ms*** did understand this at the time of purchase and delivery. Both Steven Toyota and Ms*** agreed that if Ms*** purchased this vehicle, Steven Toyota would install the tow hitch and wiring harness at a later date. This was documented on our form called the “We Owe/ You Owe”. One May 5, Ms*** brought the Toyota Tacoma back to Steven Toyota for the tow hitch and the wiring harness to be installed. Steven Toyota did have a planned expense of $to complete this task. Feel free to reference the repair order otherwise known as an RO. This particular RO number is ***. The RO documents our cost and expense while showing hours of labor to complete the task that we owed to Ms***Without being too negative, my interpretation of Ms*** is that she is simply confused. The multiple reasons I feel Ms*** is confused is the fact that we did install exactly what was requested. Ms*** also mentioned in her letters of speaking to my father, Steven Sodikoff the owner of Steven Toyota. This conversation had never taken place. Steven Sodikoff has never had any communication or conversation with Ms***. Ms*** also mentioned communication or a conversation with the Chief Operating Officer, *** ***. *** *** has also never had any communication or conversation with Ms*** regarding this matterIn summary, Steven Toyota does appreciate Ms*** as a customer. I am sorry that Ms*** is not happy. After the sale, delivery, the “We Owe” and almost year of time, I welcome Ms*** to modify, personalize or customize her Toyota Tacoma any way she wishes at her own expense. Once Ms*** accepted the vehicle and drove away happy Steven Toyota closed the case on any financial responsibility

My name is *** *** and I am the General Manager of my families business Steven ToyotaMy father is Steven Sodikoff, Steven is the owner of Steven Toyota*** *** is the Chief Operating Officer of Steven ToyotaOne responsibility of mine is to open the mailI did open the letters that the customer mailed via USPS to the attention of Steven & ***Neither Steven or *** EVER read or received these letters as they are not involved in the day to day operations of Steven ToyotaFurthermore Steven Sodikoff was OUT OF THE STATE and not in the facility to ever deal with this mail or customerI did speak with the customer on the phone and was crystal clear as to who I amAgain the customer is confused for whatever reason she thought she was speaking to someone elseI refuse to argue about this topic and I stand firm on my decisionThe customer left Steven Toyota happy at both times of deliveryI have no idea what the customer has done to this vehicle since she took it home nearly year agoThe day the vehicle left Steven Toyota every aspect of the work performed was up to the customer expectations otherwise she would have not left in her TacomaShe can do anything she wants to her vehicle and Steven Toyota has ZERO financial responsibility PERIOD!

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I never drove away happy from that dealership!  After two visits trying to get the job done right, [redacted] emailed me to be patient while they worked out a fix for the job.   Attached please see the emails from [redacted] dating back into July, 2016,  where it is very clear that he led me to believe a solution was being worked out within the service department and he asked me to wait.  Also, please see the attached certified mail that was signed for by Steven Sodikoff, President of Steven Toyota On Feb 6, 2017 at 1:34 pm.   Right after he signed for that certified mail I got a phone call from a man who identified himself to me as Steven Sodikoff and he stated that he was calling me to discuss the certified mail that he recieved.  I had no reason to doubt his identity.  The identical letter was also sent by certified mail to Ms [redacted], C.O.O was signed for at the front desk on Feb 8, 2017 at 1:24.  [redacted] never contacted me, but she did get the letter. The wires need to be put in the bumper cup and the second plug needs to be installed for legal towing in the state of Virginia.  Right now the four pin is dangling where the safety chains are supposed to be hooked and the other plug is missing altogether.  I did not wait a year to bring this complaint. I just brought it to the Revdex.com now after many other attempts at a solution have failed.
Regards,
[redacted]

My name is [redacted] and I am the General Manager of Steven TOYOTA in [redacted] We appreciate your business and thank you for leasing a new TOYOTA from us and TOYOTA Financial Services. Just because you do not understand or are not happy with your leased TOYOTA does not mean that you...

were "tricked" in anyway! The smartest way to pay for a new TOYOTA is to lease it. Over the course of many hours, much discussion, documentation and paperwork regarding your lease took place at Steven TOYOTA on July 23, 2015. During the time that you spent in our finance department many forms that had the word "lease" were presented, discussed and signed by you. Steven TOYOTA does not participate in any form of refinancing of automobiles. We strictly create new purchases and leases. You are more than welcome to refinance your vehicles with your own bank of your choice. Steven TOYOTA would love to assist you with a trade in or we will buy back your vehicle. However we will not refinance one. Please feel free to call me at ###-###-#### or email me at [redacted].Thank You,[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The work was never done to customer expectations and I never left happy. If I was ever confused it was because [redacted] lied to me on the phone about his identity leading me to believe I was actually talking to the owner of the business. [redacted] must have also lied to the postal carrier as it was recorded as being signed for by the individual addressee.  I would like the owner, Steven Toyota and the Operating officer [redacted] to be aware of my complaint and to respond to my complaint. The wire that was installed was not installed in the bumper cup and the second wire is missing altogether. 
Regards,
[redacted]