West Herr Toyota Scion of Williamsville

Following is the timeline of our interaction with Mr. [redacted].  Additionally attached are all of the Repair Orders. 11-04-14: Customer came in for estimate of repair. 11-27-14: Customer dropped vehicle for estimated repair. We repaired the vehicle as per estimate and returned the vehicle to...

the customer on 1-16-15. 1-16-15: Mr. [redacted] had a total bill of $2689.03 and the customer deductible was $500. The vehicle was inspected by the customer, COD was collected and his vehicle was returned to him. 02-11-15:  Mr. [redacted] returned to our facility to re-inspect the rear wiper as he described that it was not clearing the window properly. After inspection the customer agreed to purchase a new wiper arm and we installed a new wiper as a gesture of goodwill. We re-checked the wiper assembly and customer accepted that it was working better than previously but may not be " perfect ". He then left with his vehicle with an affirmation that he was satisfied. 07-14-15: Mr. [redacted] was back at our facility again with same concern as the latter that the wiper assembly was not functioning properly. We replaced the wiper arm for the 2nd time and did not charge Mr. [redacted] for the part or labor for the repair. Re-checked the assembly. The tailgate was replaced by West Herr and all other components were transferred over from the original gate. Please note that another dealership replaced the window regulator, which lifts the window up and down only, it has no control over in and out. After reviewing the work order it states that in addition they adjusted the wiper motor mount.  The wiper motor mount controls the contact of the wiper against the glass. By adjusting the motor mount this could have repaired the non-contact issue of the wiper blade.  We have no way of knowing if this was the satisfactory repair on the vehicle as we were not involved with either of these repairs or any subsequent claim to his insurance company. It is our position that throughout the estimate and repair process that we informed Mr. [redacted] and his insurance company of the necessary repairs and completed such repairs to our standards and at no time were unwilling to address his concerns regarding the state of his vehicle. We further were willing on more than one occasion to attempt to have Mr. [redacted] be completely satisfied with his experience and our facility without success.  We believe West Herr has adequately addressed Mr. [redacted]'s concerns. Should the Revdex.com have any further questions, please do not hesitate to contact me.  Sincerely,  Annette S[redacted] Executive Assistant West Herr Automotive Group

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.
Regards,
[redacted]please advise the dealership that in fact, I do like the vehicle, and I do have the emails and certified letter receipts I sent regarding repairs needed on the vehicle. Unfortunately  my father had died and my aunt, my mom's twin, and then my mom's  brother, all within 6 weeks of each other.  I came to the dealership to make an appointment and the female cashier gave me a really hard time and told me that I must speak to the salesperson before I could get the vehicle repaired!The sticker in the window of the car is still there and it states the condition of the tires was "low" I had to buy a new tire for the front drivers side although I had a "warranty", and the passenger's side is in the same condition, ready to "blow", I took pictures of it. The tire pressure light was on constantly, and I kept having to put air in the tires. We were stranded on the side of the street and the car would not start multiple times because the battery is no good, I hope it is not actually the altanator.I have witnesses from a store I frequent because I had to ask them to jump my car several times.I also had to get an oil change immediately after I purchased the vehicle although the same cashier said that had been done at time of purchase, however, the service lights and tie pressure lights stayed on.In addition,the finance manager did indeed call me back and left me a message asking for the mileage and I gave that information to him, and again I also took a picture of the note stating what the mileage was and I called. I knew at purchase that the drivers side passenger did not work (automatically) but I asked later if they could  fix it, no response to that request as of today.The salesman and manager were nice during my purchase, but the service department gave me a hard time and said the problems would not be fixed under warranty, that was upsetting,and as I said, I have never purchased  a car warranty for this reason. I became quite I'll suddenly and could not retun to work, but was successful to win my case against my employer and I will pay the loan, there is no I'll intent there, it is a nice vehicle. My circumstances were unexpected  and devastating. I did try to the lender immediately when it all happened but they would not work with me at all.What I want is a refund for the tire I had to purchase, full refund of the "warraties" plus the interest,as I could not use them, recalculate  payment as stated by the dealer, a battery if the problem was not the altanator,  and the wheel alignment.I am  not a dishonest person, I just want the vehicle fixed, that's all.Thank you.

We are certainly sorry to hear about the losses you suffered recently and send our condolences to you and your family. Our cashiers do not set appts. for work to be performed so we will have your salesperson or the service dept. schedule the service to your vehicle. The concerns noted in the response were not expressed in the original complaint but we will certainly diagnose your vehicle for the door , battery , and tire concern and move forward accordingly. We performed an oil change on the vehicle on 06-04-14 and then performed a NYS inspection on 07-21-14 which was the day of delivery so the tires would have passed at that time. If there was a pressure problem it must have occurred after delivery and we can try to determine the cause. I understand you had a difficult time but we need a signed odometer statement for the cancellation of the extended service plan and we cannot pro-rate the Simoniz pkg. We did not address the concerns with non-payment to the lender but we were contacted by them to determine if you had contacted us regarding your loan. That is a lender to customer account that we would not intervene. We cannot lower your monthly payment by using the refund , that must be determined by the lender for any change of your original contract . Please contact me with a time for us to meet to cancel the warranty , have the vehicle diagnosed in service for the door and battery , receive an oil change and  an alignment . We feel that we are making a reasonable effort to resolve the concerns that are within our control and move forward to a mutual solution. Please contact me at ###-###-#### to schedule the appointment.
Sincerely,
[redacted]

West Herr on Main Street in Williamsville  is who responded to the complaint. Although I did not know at the time, they broke the rear windshield wiper after collision work was done to the back hatch. I was unaware until I took it to the 2nd dealership. The 1st dealership told me they could not fix it any better than they did, and so I took it to [redacted] on Millersport Highway.  They looked at it and said "body diagnose concern"; replace rear window regulator and track assembly due to stripped bolt. $360 just for the part, the total cost was $786.50. They replaced with brand new parts and it works wonderful now, I don't understand why the first dealership couldn't fix it the way it was replaced by [redacted]. The 2nd dealership stated that the first dealership stripped the bolts on the window regulator tract assembly. My car was in further disrepair, with regards to the rear windshield wiper, when I left there, than when I brought it in. Regards, [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]
Ok, I like the vehicle and would like to keep it. I was just surprised when the cashier or service person told me that my vehicle would not be repaired.
I just want the vehicle fixed especially now, I need it to retun to work as soon as possible. 
Thanks

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.this company is very slow to respond to my calls, I have left messages with two different people and I have to wait for them to return my call. they usually do this at the end of the day so if I don't answer it will be at least 24 hours before they return my call.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did receive a phone call from the General Manager at West Herr Toyota.  We did discuss my experience with his Service Department and I told him I did  not believe that the problem was the communication of his staff to me.  I believe that his service department was purposely trying to cheat me out of $219.00 for a service that would take them 2 hours to do which I did not need.  He offered me $500.00 off my next car, which I told him I would never buy another car from any West Herr dealership nor would I take my car in for any kind of service including my free oil changes that I received when purchasing my car at West Herr.  I will take my car elsewhere and pay for my oil changes.  By the end of the phone call, he told me he was going to send me a $100.00 gas card, which he did.  I gave that gas card to my brother who fixed the seat in 10 minutes.Thank you for handling this complaint for me.  I have never filed a complaint with the Revdex.com and I appreciate what your organization does for people.Sincerely,*

Dear [redacted],
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We have contacted
Mr. [redacted] and invited him in to walk around his vehicle and address any
outstanding issues. Further, we apologize that he has not been satisfied with
his experience with West Herr in the past and hope that going forward we are
able to start over and build a new relationship with him. [redacted], the
Body Shop Manager will contact Mr. [redacted] early next week to set up an
appointment. I will follow up after their meeting.
Sincerely,
[redacted]
[redacted]
Assistant to
[redacted], President
West Herr
Automotive Group

Dear [redacted],
We have contacted
Mr. [redacted] and invited him in to walk around his vehicle and address any
outstanding issues. Further, we apologize that he has not been satisfied with
his experience with West Herr in the past and hope that going forward we are
able to start over and...

build a new relationship with him. [redacted], the
Body Shop Manager will contact Mr. [redacted] early next week to set up an
appointment. I will follow up after their meeting.
Sincerely,
[redacted]
[redacted]
Assistant to
[redacted], President
West Herr
Automotive Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did receive a phone call from the General Manager at West Herr Toyota.  We did discuss my experience with his Service Department and I told him I did  not believe that the problem was the communication of his staff to me.  I believe that his service department was purposely trying to cheat me out of $219.00 for a service that would take them 2 hours to do which I did not need.  He offered me $500.00 off my next car, which I told him I would never buy another car from any West Herr dealership nor would I take my car in for any kind of service including my free oil changes that I received when purchasing my car at West Herr.  I will take my car elsewhere and pay for my oil changes.  By the end of the phone call, he told me he was going to send me a $100.00 gas card, which he did.  I gave that gas card to my brother who fixed the seat in 10 minutes.
Thank you for handling this complaint for me.  I have never filed a complaint with the Revdex.com and I appreciate what your organization does for people.
Sincerely,
*

Following is the timeline of our interaction with Mr. [redacted].  Additionally attached are all of the Repair Orders. 11-04-14: Customer came in for estimate of repair. 11-27-14: Customer dropped vehicle for estimated repair. We repaired the vehicle as per estimate and returned the vehicle to the...

customer on 1-16-15. 1-16-15: Mr. [redacted] had a total bill of $2689.03 and the customer deductible was $500. The vehicle was inspected by the customer, COD was collected and his vehicle was returned to him. 02-11-15:  Mr. [redacted] returned to our facility to re-inspect the rear wiper as he described that it was not clearing the window properly. After inspection the customer agreed to purchase a new wiper arm and we installed a new wiper as a gesture of goodwill. We re-checked the wiper assembly and customer accepted that it was working better than previously but may not be " perfect ". He then left with his vehicle with an affirmation that he was satisfied. 07-14-15: Mr. [redacted] was back at our facility again with same concern as the latter that the wiper assembly was not functioning properly. We replaced the wiper arm for the 2nd time and did not charge Mr. [redacted] for the part or labor for the repair. Re-checked the assembly. The tailgate was replaced by West Herr and all other components were transferred over from the original gate. Please note that another dealership replaced the window regulator, which lifts the window up and down only, it has no control over in and out. After reviewing the work order it states that in addition they adjusted the wiper motor mount.  The wiper motor mount controls the contact of the wiper against the glass. By adjusting the motor mount this could have repaired the non-contact issue of the wiper blade.  We have no way of knowing if this was the satisfactory repair on the vehicle as we were not involved with either of these repairs or any subsequent claim to his insurance company. It is our position that throughout the estimate and repair process that we informed Mr. [redacted] and his insurance company of the necessary repairs and completed such repairs to our standards and at no time were unwilling to address his concerns regarding the state of his vehicle. We further were willing on more than one occasion to attempt to have Mr. [redacted] be completely satisfied with his experience and our facility without success.  We believe West Herr has adequately addressed Mr. [redacted]'s concerns. Should the Revdex.com have any further questions, please do not hesitate to contact me.  Sincerely,  Annette S[redacted] Executive Assistant West Herr Automotive Group

We are certainly sorry to hear about the losses you suffered recently and send our condolences to you and your family. Our cashiers do not set appts. for work to be performed so we will have your salesperson or the service dept. schedule the service to your vehicle. The concerns noted in the response were not expressed in the original complaint but we will certainly diagnose your vehicle for the door , battery , and tire concern and move forward accordingly. We performed an oil change on the vehicle on 06-04-14 and then performed a NYS inspection on 07-21-14 which was the day of delivery so the tires would have passed at that time. If there was a pressure problem it must have occurred after delivery and we can try to determine the cause. I understand you had a difficult time but we need a signed odometer statement for the cancellation of the extended service plan and we cannot pro-rate the Simoniz pkg. We did not address the concerns with non-payment to the lender but we were contacted by them to determine if you had contacted us regarding your loan. That is a lender to customer account that we would not intervene. We cannot lower your monthly payment by using the refund , that must be determined by the lender for any change of your original contract . Please contact me with a time for us to meet to cancel the warranty , have the vehicle diagnosed in service for the door and battery , receive an oil change and  an alignment . We feel that we are making a reasonable effort to resolve the concerns that are within our control and move forward to a mutual solution. Please contact me at ###-###-#### to schedule the appointment.Sincerely,[redacted]