Waite Toyota & Scion

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your prompt response in this matterShould Waite Toyota service department have contacted me back when I brought my initial concerns regarding the incident on or February 15, this may not have been necessary Nevertheless, I feel I should comment on the response prior to accepting I understand shop policy is to recommend replacement parts when the seized or corroded parts reach a certain threshold and I applaud your commitment to customer safety on that aspectI would argue, given my follwith an alternate provider, that the parts weren't beyond redemption and possess a significant amount of service life remaining The alternate shop specifically mentioned this in the service of the vehicle The recommendations may not be unreasonable in your estimation, but does that mean they are necessary? Additionally, I don't remember being asked to see the parts in question, but even if I had, I lack the mechanical aptitude to differentiate between salvageable and non-salvageable partsThis is why I formerly trusted any mechanical decision your mechanics made regarding my vehicleHowever, the circumstances of the situation led me to question that trust, which proved warranted by a second look by another mechanic I would ask you to re-look at your shop policy on circumstances such as these to provide customers choices when up against statutory deadlines, and maintain their trust that you are acting in their best interestBecause of the take-it-or-leachoice within the time frame mandated by the NYS inspection, there is the appearance your shop recommends replacement of unneeded parts when your customers are vulnerable The difference between OEM and after-market parts is tangential to this complaint and I would gladly purchase Toyota OEM parts had I felt you were acting in my self-interest I have in the past with your company.Which brings me to my final pointIn my initial complaint to the Revdex.com, the primary response I was seeking was that the organizational structure be examined to ensure that providing unnecessary or unneeded work is not incentivizedThat is nowhere in the response to my complaintThank you again for your time and attention in this matter Regards, [redacted]

Customer has been contacted by our General Manager Darrick P [redacted] today, 07/30/He apologized to her for any misunderstandings that took place and explained to her that a deposit is required to hold a vehicle for a customerShe was basically coming in to test drive the vehicle, no purchase agreement or final figures were discussed as she had a trade involved that had never been appraised Again, we apologized for any misunderstandings that she may have had with the salesperson in this matterShe was happy to receive a call from the General Manager to listen to her concerns Thank you, Cheryl R [redacted] 7/30/ Customer Relations Waite Toyota ###-###-####

To whom it may concern:
After reviewing this complaint with the service manager, this is his response
In response to the customer *** *** and a recent service experience that he hadWe have attached the following documents as required by NYS law when a licensed inspector tests and performs visual inspections The inspector is asked to document anything that does not meet standards
On the date of Feb 13, Mr*** requested a NYS inspection on his Toyota HighlanderFollowing the proper procedure for NYS inspection, the technician noted the parking brake cables were siezed thus not allowing the shoes to return to proper positionIt is shop policy to recommend replacement of both cables when the vehicle has been exposed to excessive corrosionThe Highlander at the time of inspection had 114,miles on it and was months oldThe technician also noted that the rear brake caliper slides were siezed
Shop policy due to previous customer concerns is to recommend both calipersAlso when the brake pads have been siezed or not releasing properly for a period of time, that has been long enough to cause rusted brake rotors to be beyond the point of resurfacing , replacement is also recommended
The left rear wheel bearing was determined to be loose enough to fail safety inspection as well
Mr*** was asked, as are all of our service customers when they may have questions, to go to the shop where his vehicle was being inspected and have the technician show the concerns that existed on his vehicle and then make a decision as to what he may want to do and address his concerns at this pointHe refused to do so
We do not feel that by recommending replacing parts on a high mileage vehicle and also a vehicle that is exposed to huge amounts of road salt used on the roads, due to our inclement weather conditions, is not unreasonable. This keeps the vehicle safe to drive and everything performing properly
As to the question of priceOEM parts will cost more to replace rather than aftermarket parts as they of much higher quality and as a rule will last longer
The wheel bearing hub part alone retails for $
Thank You for your time and attention to this matterIf you have any further questions please feel free to contact myself or the customer relations manager
*** *** Service Manager/ *** *** Customer Relations Waite Toyota ***
03/12/

Revdex.com:To clarify my complaint, I would like the company contacted to ensure their management is aware of potentially unethical business practices. Further, I would like them to ensure the are not intentionally or unintentionally fostering a climate where they inform customers of...

need unnecessary replacement parts.  The is particularly egregious conduct if they are failing inspections in conjunction with unnecessary repairs. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for your prompt response in this matter. Should Waite Toyota service department have contacted me back when I brought my initial concerns regarding the incident on 13 or 16 February 15, this may not have been necessary.  Nevertheless, I feel I should comment on the response prior to accepting.  I understand shop policy is to recommend replacement parts when the seized or corroded parts reach a certain threshold and I applaud your commitment to customer safety on that aspect. I would argue, given my follow-up with an alternate provider, that the parts weren't beyond redemption and possess a significant amount of service life remaining.  The alternate shop specifically mentioned this in the service of the vehicle.  The recommendations may not be unreasonable in your estimation, but does that mean they are necessary? Additionally, I don't remember being asked to see the parts in question, but even if I had, I lack the mechanical aptitude to differentiate between salvageable and non-salvageable parts. This is why I formerly trusted any mechanical decision your mechanics made regarding my vehicle. However, the circumstances of the situation led me to question that trust, which proved warranted by a second look by another mechanic.  I would ask you to re-look at your shop policy on circumstances such as these to provide customers choices when up against statutory deadlines, and maintain their trust that you are acting in their best interest. Because of the take-it-or-leave-it choice within the time frame mandated by the NYS inspection, there is the appearance your shop recommends replacement of unneeded parts when your customers are vulnerable.  The difference between OEM and after-market parts is tangential to this complaint and I would gladly purchase Toyota OEM parts had I felt you were acting in my self-interest.  I have in the past with your company.Which brings me to my final point. In my initial complaint to the Revdex.com, the primary response I was seeking was that the organizational structure be examined to ensure that providing unnecessary or unneeded work is not incentivized. That is nowhere in the response to my complaint. Thank you again for your time and attention in this matter. 
Regards,
[redacted]

Customer has been contacted by our General Manager Darrick P[redacted] today, 07/30/15. He apologized to her for any misunderstandings that took place and explained to her that a deposit is required to hold a vehicle for a customer. She was basically coming in to test drive the vehicle, no purchase...

agreement or final figures were discussed as she had a trade involved that had never been appraised.  Again, we apologized for any misunderstandings that she may have had with the salesperson in this matter. She was happy to receive a call from the General Manager  to listen to her concerns.
 
Thank you,
Cheryl R[redacted]   7/30/2015
Customer Relations
Waite Toyota   ###-###-####