I’m sorry the customer is upset. On 7/13/16 the customer scheduled a regular maintenance. The Service Writer wrote up the ticket as a 15,000-mile service. The 15,000-mile service that includes a multi-point inspection and tire rotation. This maintenance is covered by Toyota...
and is at no cost to the customer. After performing the multi-point inspection on 7/13/16, the technician working on the customer’s vehicle recommended replacing the cabin air filter for $50.86 and engine air filter for $33.89. The customer declined these recommendations, which would have been at the customer’s expense. Thus, the customer paid nothing to the business. After the service was performed, our business discovered that customer should have actually received a 20,000-mile service. A 20,000-mile service includes the same services as the services our business performed but also includes an oil change. In other words, our business still needed to still perform an oil change on the customer’s vehicle. Consequently, our business contacted the customer and scheduled an oil change to be performed on the customer’s vehicle. On 7/18/16, only five days after the original service, our business performed the oil change. As a voluntary and gratuitous gesture for the customer’s inconvenience, we told the customer we would also replace the cabin air filter and engine air filter (an $84.75 value) at no charge. So again, the customer paid nothing for the services performed. The customer complained the vehicle was pulling when driving after the service on 7/13/16. As a result, the business also had a technician diagnose the pulling concern. The technician stated that the vehicle had a very slight pull and likely needed an alignment or perhaps a tire balance. To get a more specific diagnosis, our business would have to have an alignment or tire balance performed. The technician recommended an alignment, which would have been at the customer’s expense. Alternatively, our business offered to rotate the tires back to the original position as a temporary fix at no cost to the customer. The customer declined both options. The customer paid nothing for having the technician inspect and test drive the vehicle. Even though alignments and tire balancing are normal wear items that are at the customer’s expense, the customer wanted our dealership to cover the alignment at no charge. Business had no agreement with the customer or obligation to perform an alignment or balance at no charge nor is an alignment covered by any agreement the customer has with Toyota. The customer became upset when we told the customer that she would have to pay for an alignment and/or tire balance. On 7/18/16, after the customer attempted to make a scene by trying to enter the showroom by dressing up with large signs on her front and back body demanding a meeting with the Owner/General Manager. Based on the customer’s outlandish behavior, the customer was asked to leave the business property. The customer again requests through the Revdex.com that the business performs an alignment and tire balance at no charge. The business declines the customer’s request. The business has no agreement with the customer to perform an alignment nor is an alignment covered by any agreement the customer has with Toyota. Regardless where the customer chooses to have the alignment performed, it will be at the customer’s expense. The services on 7/13/16 and 7/18/16 were covered either by Toyota or gratuitously by our business. Even though our business was under no obligation to do so, we replaced the cabin air filter and engine air filter--an $84.75 value at no charge to the customer. Thus, the customer has paid nothing to the business. Yet, the customer remains unsatisfied. Consequently, our business is done providing voluntary and gratuitous services to the customer at no charge. Attached is a picture of the customer on 7/18/16 trying to make a scene at the dealership by wearing large signs on the front and back of her body. Attached are also the repair orders showing a (1) 15,000-mile service that includes a multi-point inspection and tire rotation was performed on 7/13/16, (2) an oil change was performed on 7/18/16--thereby completing the 20,000-mile service, (3) the cabin air filter and engine air filter--an $84.75 value--were replaced on 7/18/16 as a voluntary and gratuitous gesture, and (4) a technician recommended either rotating the tires back to their original positions or an alignment-and that the customer declined both options.
I’m sorry the customer is upset. On 7/13/16 the customer scheduled a regular maintenance. The Service Writer wrote up the ticket as a 15,000-mile service. The 15,000-mile service that includes a multi-point inspection and tire rotation. This maintenance is covered by Toyota...
and is at no cost to the customer. After performing the multi-point inspection on 7/13/16, the technician working on the customer’s vehicle recommended replacing the cabin air filter for $50.86 and engine air filter for $33.89. The customer declined these recommendations, which would have been at the customer’s expense. Thus, the customer paid nothing to the business. After the service was performed, our business discovered that customer should have actually received a 20,000-mile service. A 20,000-mile service includes the same services as the services our business performed but also includes an oil change. In other words, our business still needed to still perform an oil change on the customer’s vehicle. Consequently, our business contacted the customer and scheduled an oil change to be performed on the customer’s vehicle. On 7/18/16, only five days after the original service, our business performed the oil change. As a voluntary and gratuitous gesture for the customer’s inconvenience, we told the customer we would also replace the cabin air filter and engine air filter (an $84.75 value) at no charge. So again, the customer paid nothing for the services performed. The customer complained the vehicle was pulling when driving after the service on 7/13/16. As a result, the business also had a technician diagnose the pulling concern. The technician stated that the vehicle had a very slight pull and likely needed an alignment or perhaps a tire balance. To get a more specific diagnosis, our business would have to have an alignment or tire balance performed. The technician recommended an alignment, which would have been at the customer’s expense. Alternatively, our business offered to rotate the tires back to the original position as a temporary fix at no cost to the customer. The customer declined both options. The customer paid nothing for having the technician inspect and test drive the vehicle. Even though alignments and tire balancing are normal wear items that are at the customer’s expense, the customer wanted our dealership to cover the alignment at no charge. Business had no agreement with the customer or obligation to perform an alignment or balance at no charge nor is an alignment covered by any agreement the customer has with Toyota. The customer became upset when we told the customer that she would have to pay for an alignment and/or tire balance. On 7/18/16, after the customer attempted to make a scene by trying to enter the showroom by dressing up with large signs on her front and back body demanding a meeting with the Owner/General Manager. Based on the customer’s outlandish behavior, the customer was asked to leave the business property. The customer again requests through the Revdex.com that the business performs an alignment and tire balance at no charge. The business declines the customer’s request. The business has no agreement with the customer to perform an alignment nor is an alignment covered by any agreement the customer has with Toyota. Regardless where the customer chooses to have the alignment performed, it will be at the customer’s expense. The services on 7/13/16 and 7/18/16 were covered either by Toyota or gratuitously by our business. Even though our business was under no obligation to do so, we replaced the cabin air filter and engine air filter--an $84.75 value at no charge to the customer. Thus, the customer has paid nothing to the business. Yet, the customer remains unsatisfied. Consequently, our business is done providing voluntary and gratuitous services to the customer at no charge. Attached is a picture of the customer on 7/18/16 trying to make a scene at the dealership by wearing large signs on the front and back of her body. Attached are also the repair orders showing a (1) 15,000-mile service that includes a multi-point inspection and tire rotation was performed on 7/13/16, (2) an oil change was performed on 7/18/16--thereby completing the 20,000-mile service, (3) the cabin air filter and engine air filter--an $84.75 value--were replaced on 7/18/16 as a voluntary and gratuitous gesture, and (4) a technician recommended either rotating the tires back to their original positions or an alignment-and that the customer declined both options.