Western Homes

Other than what was offered to the customer in the previous correspondence, the dealership has nothing addtional to offer The dealership is no longer considering repairing the vehicle

Dear Ms [redacted] , I am sorry to hear about your disappointing experience We will be happy to refund you for the oil change I tried to call you to discuss this matter in person, but the call didn't seem to go through I would like to talk to you about this experience Please give me a call at your convenience Please note, I will be out of the office June returning June 22nd Customer satisfaction is our number one goal We are always looking at ways to make our service department better for our customers Unfortunately, sometimes things happen and we let someone down I look forward to talking with you to get more details of your experience so we can look to grow from this mistake Again, I apologize that we did not meet the level of satisfaction we strive to achieve Sincerely, [redacted] General Manager Tansky Toyota [redacted] ***

I sympathize with your frustration, and understand how stressful it is to receive unwanted news Our standard cost for replacing a 4runner frame, unless it is covered under warranty, is around $ My assumption is that a suggestion was made to buy a new vehicle because of this high cost If you prefer, I can apply that $credit towards the cost of replacing your frame We value your business and hope we can assist you in resolving this situation

Initial Business Response / [redacted] (1000, 16, 2016/01/22) */ We are working with Ms [redacted] to complete her home on an ongoing basisThere have been delays on both our parts with regard to the construction of this homePer our Home Construction Agreement, page line 15, under "Time Estimates", "Homeowner acknowledges that any completion dates given by Western Homes are strictly estimatesHomeowner shall not be entitled to rely on any such preliminary estimates for any reason whatsoever"A copy of our Construction Agreement is enclosed We are and will continue to work with Ms [redacted] and her on site attendant to the completion of this projectIf you have any further questions with regard to this case, please call me Monday-Friday between 8:00am and 5:00pm at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 18, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We apologize that there was such a delay in getting back to Mr [redacted] We do not recommend work that does not need to be done, however if this repair did not fix the initial problem, we will be happy to refund Mr [redacted] his $ Again, our goal is to satisfy our customers and fix their vehicles properly the first time Thank you for the feedback so we can continue to improve our overall communication strategy

To whom it may concern:After reviewing the client's concern, my service manager called the client to discuss the problems he experienced while at our store Our service manager told the client we would detail his vehicle as an apology for this inconvenience We believe the customer is happy at this time and hope to keep him as a valued customerJohanna W [redacted] Tansky Toyota###-###-####

This letter is to address the concern Mr*** *** has submitted in regards to his credit (ID number ***)Mr*** stated that we pulled his credit times in conjunction with the purchase of his Toyota 4RunnerHe says we pulled it the day he bought it, then after he took
deliveryPer the attached document, we pulled his credit on November 17, at 2:pmWe pulled bureaus (Equifax, Trans Union, and Experian) to get a qualifying score for the best credit tier at Toyota Financial Services, but we only pulled each bureau onceWe did not pull any bureaus "after taking delivery".The lending institution would, also, pull his credit to verify his credit and scoreThis is the typical process when buying a carThe lending institution needs to know who will be leasing their vehicle and the customer's credit history.We apologize if Mr*** did not understand the process completelyWe did not excessively pull his credit and we did not pull it after the initial transaction like he suggested.Please let us know if there is any other information that will help with this case (***)We do not want Mr*** to be unhappy with his experienceWe value all our customers and their business.Sincerely,Johanna W***General Manager Tansky Sawmill Toyota *** *** ***

I am rejecting this response because it is not the dealerships vehicle and therefore it is not up to them to decide if the vehicle should be repaired or notwhat was requested from the dealership was and estimate of the cost to repair the vehicle or if the estimate provided by the service personnel was still valid or if it is to be revised? the Second things that was requested from the dealership was if the $2,credit could be applied to the cost of repair?
Additionally and equally as important, this dealership does these "complimentary" inspectionsThey will point out issues with the vehicle that result in additional services or revenue for the dealership but do not appear to be of protective value for the customerThis vehicle has been inspected and racked numerous time in a similar fashion as to when the rust was identified, why doesn't the inspection seem to identify these issues? Could it be because the dealership realizes significantly more revenue selling new cars than pointing out problems to customers that can be repaired resulting in less revenue? I would like to change in the inspection policy and procedure to provide more protection to customers from these "complimentary" inspections that only generate revenue for the dealership?
Regards
Kurt Gatterdam

After this issue was brought to my attention, we were able to reach out to the customer and do what he asked to make him happy. I followed up with him, and he said the issue was resolved

I am rejecting this response because: the finance manager never disclosed this information during the lease signing
Regards,
*** ***

Dear Revdex.com: Tansky Sawmill Toyota prides itself on providing a positive customer experience and is disappointed that the customer has indicated that he did not have such an experience. The dealership does not agree with the customer's version of the events. The
customer told dealership staff that the lease on the vehicle that he possessed had expired and that he was turning in the vehicle. At no point did the customer indicate that he was turning in the vehicle early or indicate that he owed any additional monies for the lease. At no point did the dealership indicate it would take care of any payments related to this vehicle. The lienholder, *** Toyota Financial, was notified the next business day that the vehicle was turned into Tansky Sawmill Toyota Independently, the customer entered into a lease transaction for the Toyota Sienna. As a part of the transaction, the customer acknowledged that there were nothing owed to the customer, other than what was stated on the paperwork related to the transaction. There was no mention of the other vehicle on the paperwork, and thus nothing was owed to the customer from the dealership for the other vehicle. The dealership is confident that the customer understood all of the terms related to the transaction The dealership did nothing wrong in this matter. In an attempt to resolve the dispute, the dealership will attempt to reach out to the customer to determine whether there is an amicable resolution

Other than what was offered to the customer in the previous correspondence, the dealership has nothing addtional to offer.  The dealership is no longer considering repairing the vehicle.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please notify the business to process the refund (to the credit card used for the original payment) they indicated they would make in their response.

Dear Ms. [redacted],
I am sorry to hear about your disappointing experience.  We will be happy to refund you for the oil change.  I tried to call you to discuss this matter in person, but the call didn't seem to go through.  I would like to talk to you about this experience.  Please...

give me a call at your convenience.  Please note, I will be out of the office June 13 returning June 22nd. 
Customer satisfaction is our number one goal.  We are always looking at ways to make our service department better for our customers.  Unfortunately, sometimes things happen and we let someone down.  I look forward to talking with you to get more details of your experience so we can look to grow from this mistake.
Again, I apologize that we did not meet the level of satisfaction we strive to achieve. 
Sincerely,
[redacted]
General Manager
Tansky Toyota
[redacted]

I sympathize with your frustration, and understand how stressful it is to receive unwanted news. 
Our standard cost for replacing a 4runner frame, unless it is covered under warranty, is around $15000.  My assumption is that a suggestion was made to buy a new vehicle because of...

this high cost.  If you prefer, I can apply that $2000 credit towards the cost of replacing your frame. 
We value your business and hope we can assist you in resolving this situation.

Initial Business Response /* (1000, 16, 2016/01/22) */
We are working with Ms. [redacted] to complete her home on an ongoing basis. There have been delays on both our parts with regard to the construction of this home. Per our Home Construction Agreement, page 2 line 15, under "Time Estimates",...

"Homeowner acknowledges that any completion dates given by Western Homes are strictly estimates. Homeowner shall not be entitled to rely on any such preliminary estimates for any reason whatsoever". A copy of our Construction Agreement is enclosed.
We are and will continue to work with Ms. [redacted] and her on site attendant to the completion of this project. If you have any further questions with regard to this case, please call me Monday-Friday between 8:00am and 5:00pm at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 18, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted] -First, please forgive my delayed response. I was out of the office when you were at the dealership and have been catching up on a number of items. Plus, I wanted to take the time to prepare a thoughtful response to you.Let me begin by saying I'm so sorry that you had a poor...

experience dealing with [redacted] and our store, in general. Having worked with [redacted] for some time I can assure you that he meant no disrespect in how he handled your inquiry. But I can completely understand how it would have come across that way to you, and, for that, I am profoundly sorry.It so happens that we are not adequatley equipped at the moment to sell cars - to the degree we would like - to people emerging from prior credit problems. This reflects a lack of funding partners needed to work with people in your situation, and it is something we are actively working to change. We are simply behind the curve in making that correction.Having said that, I agree that [redacted] mishandled your communications and I will work with him on his follow through. So, again, I hope you can accet my apology. In no way did we mean any offense to you and would never want anyone who comes to shop here - regardless of where they end up buying a vehicle - to feel mistreated in any way. Our goal is to be as welcoming and inclusive as possible, and I regret that is not what you experienced.Thank you for your honesty and feedback. If there is ever anything we can do to be of service to you, please know you are more than welcome here.

I am rejecting this response for several reasons. Frist, while the business has offered a $2,000 credit towards the purchase of a new vehicle, they do not have any of the vehicle I want currently in stock and I need a vehicle immediately since they deemed mine unsafe. I visited the dealership on Saturday August 01 for a prearranged visit with Tony. I had indicated I was interested in a 4runner or highlander with preference for the 4runner. While they had highlanders in stock my preference was for a 4runner limited edition. Tony introduced me to his manager who said they would not have any in stock until late September or early October. What good is a credit if they don't have what I want to buy? Second, I requested a quote to repair my vehicle from Mark M[redacted], Service Manager. My vehicle was at the dealership for an entire week. When I picked it up August 01 and asked the service representative for a copy of the estimate he said one was not prepared. In there response they are saying the entire frame needs replaced yet when the issue was first diagnosed, Ben, the service tech said that they could complete the repair at the dealership, they would order the part and in his estimate was about $7,000. How all of the sudden did the quote more than double and why are they only address general issues and not those specific to my situation? Finally, I requested to know more and a change in their service procedures. I have been told at each visit to the dealership for service that they perform a comprehensive inspection of the vehicle. I was told that the issue was identified this time when the tech put the car on the service rack and did and inspection of the areas sported by the rack. This was for an air condition related service. The vehicle has been in the rack at the dealership many many times, why was this the first inspection to identify any issue? Why did the service tech do the inspection at all? Why did previous inspection at least call out a rust issue on the frame? What exactly is the purpose of the service inspection? I have been told by the service techs that it is to identify current issues and to be proactive and identify preventative issues as well? Why wasn't the rush called out sooner from a preventative related standpoint? It seems to be that the service inspection is just another way to generate service revenue for the dealership but does not really protect the consumer from a preventative basis? and if that is the case why do the inspection at all?? Curiously I wonder how much additional revenue is generated from the inspections??
Kurt Gatterdam

We apologize that there was such a delay in getting back to Mr. [redacted].  We do not recommend work that does not need to be done, however if this repair did not fix the initial problem, we will be happy to refund Mr. [redacted] his $257.66.  Again, our goal is to satisfy our customers and fix...

their vehicles properly the first time.  Thank you for the feedback so we can continue to improve our overall communication strategy.

To whom it may concern:After reviewing the client's concern, my service manager called the client to discuss the problems he experienced while at our store.  Our service manager told the client we would detail his vehicle as an apology for this inconvenience.  We believe the customer is...

happy at this time and hope to keep him as a valued customer. Johanna W[redacted]Tansky Toyota###-###-####