West Herr Toyota Scion of Orchard Park

Dear [redacted] , Mr [redacted] had his vehicle, a Tundra, towed in on 11/1/for a “loud noise from the engine/no start concern”The mileage on the vehicle was 91,We looked at the vehicle and determined the engine had an internal concern that needed diagnosisWe contacted the extended warranty company to start a claim on 11/3/Later that evening we called them back to advise them that the engine is seized and would need replacementThe representative from the extended warranty requested the vehicles maintenance records sent to themThe last time that we had this vehicle in for a service appointment was 11/23/when it had 41,miles on itWe called Mr [redacted] to advise him to gather the maintenance records and that we would send them to the extended warranty company on his behalf, at which time he advised us that he would send them directly to the extended warranty company The extended warranty received the maintenance records on 11/14/and the claim was under reviewThey then advised us to perform further tear down to determine source of failure of the engine, and call them back and they would send an inspector out to inspect the engineWe removed the oil pan and found large fragments of metal and coolant in the oil panOur diagnosis leads us to believe that there is a hole in one of the cylinder wallsWe would need further diagnosis and disassembly to pinpoint the exact failure, which would be the customer’s responsibility without the warranty coverageThe inspector came out 12/4/to look at the engine The claim then went under management review at the extended warranty companyOn 12/15/the extended warranty company denied the claim due to lack of proper and insufficient maintenance records on the vehicleThey noted that the engine oil is required by the factory to be changed every 5,miles The extended warranty that was purchased by Mr [redacted] clearly states in their contract that the maintenance must be performed on the vehicle in order to maintain coverageThis was not done in this case as per their findings In the spirit of customer satisfaction, and in an effort to help Mr***, West Herr is willing to offer a discount on the repairs Sincerely, [redacted] Assistant to [redacted] , President

It appears to me West herr doesn't want to resolve this complaint! They have done nothing to try and contact me and offer me anything but ignorance! What more can I say?

Someone from our Toyota store contact Mr*** so that we can look at his storage pocket

Tom [redacted], our Director of Service Operations has reached out to Mr. [redacted] via phone and email offering to speak with him personally to discuss his concerns further.  As of yet, we have not heard back from him.  Tom's contact number is [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are sorry for the troubles that Mr. [redacted] is having with his radio, Toyota has been contacted for assistance.  We have presented options to resolve the concern and are waiting to hear back from Mr. [redacted] as to how he would like us to proceed.  Sincerely, Annette [redacted] Executive...

Assistant West Herr Automotive Group

Dear [redacted],
 
            I am truly sorry
that Mr. [redacted] is not satisfied with his dealings with the West Herr
Automotive Group.  We are absolutely
committed to excellence in customer service provided by honest,...

responsible and
respectful people.  Because of our
ethical business practices we have been award the Revdex.com Torch
Award for Marketplace Ethics six times.  With
that said, we were unaware that there was a problem with the storage pocket in
Mr. [redacted] vehicle, and would like the opportunity to assess it to see what
the damage is and determine if we could have caused it.  In regards to the plow, we respectfully
disagree with any responsibility related to current or future repairs to the
hydraulics on the plow. 
 
Sincerely,
[redacted]
Assistant to [redacted], President
West Herr Automotive Group

I want this business to do the right thing. They will receive my complaint, and their Customer Relations Manger should render a decision on what the Dealerships will do or not do to remedy/settle the issue brought up in my complaint.

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.
I had a phone conversation on July 25, 2016 with the Customer Service
Manager at West Herr Toyota of Orchard Park. The manager wanted to know
the specific concerns I had with the Dealership. I gave my concerns to
the Manager, and she said she would get back to me. It has been 8
business days sine and no response from her or the Dealership.  After
numerous contacts between myself and the Dealership, the response
regarding my Revdex.com complaint was not from the Customer
Service Manager but from an employee who is an assistant to the
President & CEO of West Herr Automotive Group. This assistant being
far removed from Toyota of Orchard Park c an not have a good grasp of my
complaint, as I will explain further. I say this because my name is
misspelled frequently in the response.  The assistant responds by
saying they are sorry for the troubles I had with my vehicle and that I
was not satisfied with my experience at West Herr Toyota. Yet, there are
NO indications in the response on how to prevent such issues from
recurring.  The response says the technicians "noted that the tires
were worn approximately 50% and that replacement may be required before
winter weather ". This response was never mentioned to me. This
response  differs greatly from the Automotive Status Report I received
on June 16, 2016 which states the technician recommends that I do the
necessary repairs to resolve these issues. Looking at this Automotive
Status Report shows items in RED requires immediate attention. The items
in RED are cabin Air Filter - which I looked at and I did replace it.
Also in RED - requiring immediate attention were all 4 tires, in RED - 4
wheel alignment, in RED - clean and lube caliper slides (both axles).
This report states "RED: requires immediate attention '. The dealership
estimate totals approximately $920 for items requiring immediate
attention.   The assistant response notes that no test
results to justify replacing the battery during initial or secondary
testing. The battery required a recharge as per the Toyota battery
testing tool. I had told the Service manager at West Herr Toyota of
Orchard Park that the battery kept going dead and I was constantly
recharging it. Less than one month later at a different Toyota
dealership their battery tester found the battery to be in need of
replacement This other dealership's Service Manager also found the
tires, wheel alignment, and caliper slides did NOT need any "immediate
attention" and in were in fact good shape. I mention this other
dealership as evidence that West Herr Toyota practices "Up Selling" -
trying to sell parts and labor not necessary.    The assistant
response made NO mention that the Service Manager at West Herr Toyota
knew before I left his dealership that a rental van I had requested was
NOT available, but he wasted my time sending me to the rental company
anyway.   The assistant also says West Herr Toyota of Orchard Park
acted in the best interest of the customer and made proper
recommendations.   The response are in direct opposition to what my vehicle in reality needed.   I
would be satisfied if West Herr Toyota of Orchard Park would admit they
are wrong to use up selling practices, change how they write the
Automotive Status Reports, have their Customer Service Managers get out
of their offices and monitor all aspects of how their dealerships
operate so they can be Proactive instead of having to be Reactive to
customers.   ALL of these, my concerns, were gone  over with the Customer Service
manager at West Herr Toyota but have not been addressed by the assistant. Yet
they are quick to champion their desire for great customer relations.  Regards,  [redacted]

Dear [redacted],
 
Mr. [redacted] had his vehicle, a 2011 Tundra,
towed in on 11/1/14 for a “loud noise from the engine/no start concern”. The
mileage on the vehicle was 91,082. We looked at the vehicle and determined the
engine had an internal concern that needed diagnosis. We contacted...

the extended
warranty company to start a claim on 11/3/14. Later that evening we called them
back to advise them that the engine is seized and would need replacement. The
representative from the extended warranty requested the vehicles maintenance
records sent to them. The last time that we had this vehicle in for a service
appointment was 11/23/12 when it had 41,969 miles on it. We called Mr. [redacted] to
advise him to gather the maintenance records and that we would send them to the
extended warranty company on his behalf, at which time he advised us that he
would send them directly to the extended warranty company.   
 
The extended warranty received the
maintenance records on 11/14/14 and the claim was under review. They then
advised us to perform further tear down to determine source of failure of the
engine, and call them back and they would send an inspector out to inspect the
engine. We removed the oil pan and found large fragments of metal and coolant
in the oil pan. Our diagnosis leads us to believe that there is a hole in one
of the cylinder walls. We would need further diagnosis and disassembly to
pinpoint the exact failure, which would be the customer’s responsibility
without the warranty coverage. The inspector came out 12/4/14 to look at the
engine.
 
The claim then went under management review
at the extended warranty company. On 12/15/14 the extended warranty company
denied the claim due to lack of proper and insufficient maintenance records on
the vehicle. They noted that the engine oil is required by the factory to be
changed every 5,000 miles.
 
The extended warranty that was purchased by
Mr. [redacted] clearly states in their contract that the maintenance must be
performed on the vehicle in order to maintain coverage. This was not done in this
case as per their findings.  In the
spirit of customer satisfaction, and in an effort to help Mr. [redacted], West Herr
is willing to offer a discount on the repairs.
 
Sincerely,
[redacted]
Assistant to [redacted], President