Ms***,I have received your complaint in regards to the service you received at our Alamo Toyota Collision center. I will begin to thoroughly research your concern by pulling your repair order and investigate the process in which your vehicle was repairedI sincerely apologize for your
experience and will follow up with you by the end of business day 6/5/
Tell us why here.. After speaking with the Advisor [redacted] he says he told the customer, after he himself not the customer noticed the popping noise from door, that he would have a technician tighten up the door check as a courtesy to the customer. This happen to be a very busy Saturday and he forgot...
to add request on the repair order.. an honest mistake. When the customer picked up vehicle he accused us of breaking the steel door check when trying to tighten the screw. [redacted] let the customer know he had forgotten to add the request on the repair order and that it would be impossible for us to have broken it when we never touched it. After the customer pointed out [redacted]'s mistakes [redacted] agrees he frustrated with the customer for what he feels like is just trying to get something for free when [redacted] was the one who was just trying to help the customer. [redacted] also agrees that he did start to lose his cool and started the exact statement that the customer says just like that without finishing it or cussing the customer, then letting the customer know he did not feel like he could help him anymore and wished him a good day. Simply put other than trying to help a customer out and not following through we did not break anything on this vehicle as we never followed through with trying to tighten the part.
Customer was informed that her battery was covered for one year unlimited miles. Unfortunately, she had surpassed the warranty coverage that was given to her from Alamo 410 and we could not warranty the battery. Alamo Toyota did inform her and apologized for the inconvenience and offered to try and...
get her a battery at a discounted rate... she began cursing and stormed out of the dealership. At this point we were unable to help the customer any further. Sincerely,[redacted]Service ManagerAlamo Toyota
Complaint: [redacted]
I am rejecting this response because:It wasn't until the end of the conversation with [redacted], when he told me that he had been lying to me. Everything we talked about, up until then, was still under the belief that they completed the tightening of the door check. It wasn't until I stated that "we both inspected the hinge at the vehicle drop off", that [redacted] told me he lied to me. If he lies about doing the job, he can just as well lie about breaking my hinge. As I stated before, [redacted] and I both inspected the hinge prior to leaving the vehicle with the service center and it wasn't broken. It is very clear to see with a quick glance. Why would he recommenced fixing something that is broken? When I originally approached the dealership to ask about the damage I spoke with one of the service managers, [redacted]. I told him what happened and he suggested that I may have paid [redacted] $20 to tighten the hinge because it wasn't entered on the invoice. This caught me by surprise because he was suggesting that his service techs regularly practice stealing from the owner of the business by taking money for jobs that are not entered on invoices. I told him that is not how I do business and he said he had to look at all the possibilities. I have been lied to and accused of paying for jobs off the books, and all I wanted was to be treated fairly. This is a horrible business from the top down.
Regards,
[redacted]
Good morning to all
My name is [redacted] I am the General Sales Manager here at Alamo Toyota, on Saturday November 19, 2016. that afternoon one of our managers [redacted] was working a car deal the sales person [redacted].
The above client was inquiring about a...
2016 RAM 1500 pick up vin number [redacted] client stated he was looking for his son to make a deal, client said he would have to check with his son and should return within 15-20 minutes. at no point the client signed any documents, at no point did the client leave a deposit. after the client returned little over hour later the vehicle in question was sold to an other client.
At the point I did introduce myself to the client and offered him the same year, make and model with similar miles for the same price,prior to leaving the dealership the client seemed to be ok with that
I can be reached directly at -[redacted] or my office [redacted]
thank you
[redacted]
When the 05' Sienna van showed up for service the radio was off. When we delivered the 05' Sienna the radio was off. When replacing the dash we do remove the radio, but it is a plug and play feature and we do not do anything to affect the internal working conditions of the...
radio.We did offer to re-check the radio at no charge customer even though we had done nothing that would damage it. After removing and inspecting the radio we could hear what sounded like loose change clanking around inside the radio. The customer did admit that his child had put some change in the radio a long time ago, but that it was working after that. Unfortunately, an 05' vehicle with over 180,000 miles on it things do happen along the way, but the Dealership that installed a the dash at no cost to the customer is not at fault for the radio that has foreign objects rolling around in it. Thank you,Alamo Toyota Service
Complaint: [redacted]
I am rejecting this response because:February 21st, 2018, I received a call from a Mr. [redacted] to sit up an appointment to San Antonio Texas test drive 2016 GMC Yukon. I told Mr. [redacted] that I will be able to make the drive from Killeen to San Antonio for the appointment on February 23rd, 2018 @ 9:00am. Mr. [redacted] and I ended the call.February 23rd, 2018My mother and I drove to San Antonio in the rain for appointment. I went inside to meet with Mr. [redacted]. I spoke with him for a little bit. He went to get the keys to pull the 2016 GMC Yukon so that may look at the SUV and test drive Mr. [redacted], open all the doors, raise the hood, and as far as my I could see everything that's good. I asked Mr. [redacted] if they were going to still tint the windows and put the rims on the 2016 GMC. Mr. [redacted] replied I will ask Mr[redacted] I took it for a test drive drove real nice went back to the dealership to start the paperwork. However, I asked him what was going on and what was this for. I want to take the vehicle to another dealership of my choice to run tests on it to make sure this vehicle had never been in a car accident and everything was working properly. He then went to Mr. [redacted] to ask him if it was ok for me to take the vehicle to get it looked at. Mr. [redacted] said yes but I had to sign the contract before I could take it to the dealership to get it looked at and checked out. I told Mr. [redacted] that I was not going to sign a contract before I had it look over a reputable GMC dealership. Mr. [redacted] want back to Mr. [redacted] to tell him that I was not going to sign the contract until I was sure that nothing was wrong with this vehicle. Then Mr. [redacted] came back and to inform me that Mr. [redacted] would not allow me to take the vehicle without sign the contract or having one of his employees to ride with me. Saying that it was company policy. But I've been to dealership and I see other people test drive the vehicle without their employees in the car with them. I finally agreed after speaking with Mr. [redacted] that he will come and ride with me to get the vehicle look at by a GMC dealer. At this point everything checked out, so we went back over to Alamo Toyota to finish the paperwork. I observe Mr. [redacted] interacting with a Hispanic couple outside showing them cars raising the hood, and the trunk on two separate vehicles. Never once did Mr. [redacted] acknowledge me. Then I started reviewing the times that I travel to San Antonio prior to this me he never came outside of his office to introduce himself nor to speak with me he always had someone else to come out and talk to me. The only time I spoke with him face to face is when I walk straight into his office and started talking to him. And that was January the 27th 2018. So, it brings me back to the conversation he had with me on how he treats every customer the same no matter what color they are and that he would not mistreat me as a black woman. (Is that the reason why he's treating me like this is because I am a black woman) after observing how we interact with other people I feel that this is the reason why I have been treated so bad by him. Mr. [redacted] finished up the paperwork after getting the payoff and the per diem for the vehicle. He took the paper to Mr. [redacted]'s office came back about 10 minutes later show me the contract that was not in the agreement. He has marked my payments up about $75.00 more then what I pay now each month. I then told Mr. [redacted] that this was not the agreement that we made, and he sent to the Revdex.com. Mr. [redacted] was back outside with the couple again at this time Mr. [redacted] went out there to talk to him and he kept walking away from Mr. [redacted]. At this point Mr. [redacted] setback for a few minutes and then approached him again walking behind [redacted] as he was trying to speak with him. At this time Mr. [redacted] came into the office where I was and told me that this was what is going on. We cannot sell you that vehicle because it's a 2016 and it has 50,000 miles less then you have on that vehicle we cannot do the deal we just have to find you another vehicle. I've been told Mr. [redacted] that, that was not the deal that we had. Prior to me driving from Killeen to San Antonio to test drive this 2016 GMC Yukon. The payments were about $75 more than what I am currently paying. I told Mr. [redacted] that that was not the agreement Mr. [redacted] told me that they're not going to be able to close the deal if I don't accept the extra payment. I pulled up the conversation from the Revdex.com that brought me in to test drive the vehicle and showed Mr. [redacted] what was said by Mr. [redacted]. Mr. [redacted] read it and tried to tell me that's not what that statement said. I said read it again it’s clearly states it in the statement. (“We called Ms. [redacted] 02/08/2018 and once again offered her a 2016 GMC Yukon exact color match one year newer with only 33,485 miles compared to her vehicle that has over 70,000 miles and assured her the terms of her loan and payments will remain the same. I have yet to hear from Ms. [redacted].”) Mr. [redacted] is aware of what he wrote in the statement because he gave Mr. [redacted] the keys to the 2016 GMC so that I could test drive and get it checked out by a GMC dealership. Mr. [redacted] said that it (“doesn't matter what it says that we are not going to honor this agreement. We can't do that we are just going to have to find you another vehicle that is the same year as yours”) By this time Mr. [redacted] had left the property and said that he would not be back until around 5:00pm and it was around 3:00pm when he left… As we were waiting for him to return to speak with him personally. As I was waiting the security guard came and told us that I had to leave the property without telling me the reason why. I enlighten him that we were never told to leave. No one has addressed us with that with this since we been here. And I know for sure that I had not done anything wrong. The only thing that we were doing is waiting for Mr. [redacted] to come back. The security guard walked over to me that San Antonio Police Department had called to escort us off the premises. I told the security guard what was going on he looked at me and told me to wait until the police officers come and tell them what's going on I waited I spoke with the police officer and inform him on what was going on. I also showed him what was in writing and Officer [redacted] informed me that we will wait to Mr. [redacted] come back and to see if we can rectify the situation. About 20 minutes of waiting Mr. [redacted] approach the officer with business card in his hand and that he is done, and don't want to talk to me to rectify the situation. Officer [redacted] asked Mr. [redacted] again are you sure that you don’t want to try to rectify this matter with Ms. [redacted]? Mr. [redacted] became very irate and said to Officer [redacted] that she can go to the Revdex.com, get a lawyer take me to court it doesn’t matter I’m done with her. Mr. [redacted] put his hands up as if he was saying I'm finished. {At this very moment I realized why the San Antonio Police Department was called. Mr. [redacted] proved to me today that he does not treat his customer the same. I feel that he had racially profile me as an angry black woman. I feel that Mr. [redacted] wanted to make sure that the police were around before he told me that he had nothing else to do with me and nothing else to offer me. I feel that Mr. [redacted] assumed that I would be irate and combative.} Officer [redacted] then turns around and said Ms. [redacted] I do apologize for this, but you are going have to take him to Court... I ask the officer If I had I done anything wrong and he stated no ma'am… You have done everything right. You were not argumentative even when we approached you. But, here's my information. On February 6, 2018 I called Alamo Toyota so that I can do a formal complaint against Mr. [redacted]. I left a voice message on Mr. [redacted] and Mr. [redacted] phone. I received a phone call from Mr. [redacted] I then began to tell him the purpose of my phone he then told me that I need to talk to this to Mr. [redacted] I informed that I wanted to make a formal complaint against Mr. [redacted]. Mr. [redacted] informed me that I need to speak with Mr. [redacted] I told him if my complaint is against him then why would I talk to him that makes no sense. Mr. [redacted] then stated that is who you need to speak with. I did ask him what the name of the owner of Alamo Toyota he Mr[redacted] told me his name was Mr. [redacted]. I call back so that I could leave a voice message on Mr. [redacted] phone. I never heard from the owner Mr. [redacted]. February 23rd, 2018I called Mr. [redacted] once again to inform him what was going on by leaving a detail message on the answering machine. I left my number and ask him to give me a call so that we could rectify this matter... February 24, 2018I received a call from Mr. [redacted] 12:19 specking on behave of Mr[redacted]. The reason for the call was to inform me that they had a meeting discussing the issue on February 23, 2018. They have done all that they will not do anything else to with me. Will no longer offer me anything to rectify the situation per Mr[redacted] I asked Mr. [redacted] if this was a quote from the owner and stated yes it was. I ask him how you’ll can make this kind of decussation without hearing both side of the complaint. Mr. [redacted], we had a meeting this morning and said that they had asked you to leave the primases and you didn’t so the police were called. I asked can you explain to me why the police we’re called. I did not do anything wrong and no one came over to tell me to leave the primases. I informed Mr. [redacted] that I had an appointment yesterday morning to drive from Killeen TX to San Antonio to test drive the 2016 GMC Yukon and if I was satisfied with it after getting it checked out at this time Mr. [redacted] said that he did not know anything about it and that what I was trying to tell him. Because that was not what was told to him by Mr. [redacted] and Mr. [redacted] in the meeting. He said that it was a 2015 GMC Yukon not the 2016 I once again tried to tell Mr. [redacted] that I had it in writing. Mr. [redacted] said that the owner said that he was not going to honor it because he was done with me.[redacted]
Tell us why here...Alamo Toyota processed the refund to Ms [redacted]'s bank card last night 3/15/2016. If Ms [redacted] has any issue with the availability of those funds that is between her and her bank...not Alamo Toyota. We consider this issue closed as far as Alamo Toyota is concerned.Thank you.
I have personally taken a look at the images along with our head of security and assure you the technician didn’t remove the fender liner in question nor did he adjust it in anyway. Coupled with the fact that the opposite side fender liner is all together missing and the middle splash shield is being held on by zip ties I think it is more than fair to come to the conclusion that we have done nothing wrong. Therefore, as per our discussion, we will not be offering any assistance in replacing the damaged fender liner. As much as would always want business we completely respect your choice to buy from Universal Toyota... but, don't tell [redacted] you bought there as he does not own that dealership or have any affiliation with them. Thanks, [redacted]
Tell us why here...Mr [redacted] is in the office 2-3 days a week and will make every effort to respond back to Mr [redacted]. The vehicle in question did in fact pass the safety inspection as required by the state. As I mentioned before, it is unfortunate when something breaks on a car...(that's why we have every customer sign an "as-is" form with every used car purchase), but as a dealer that has been in business for over 43 years we try to assist as best we can and as fairly as possible. Mr [redacted] has been made aware of the issue and will contact Mr [redacted] directly.
Complaint: [redacted]
I am rejecting this response because:Radio worked before they removed and re-installed the radio. Radio did not work immediately after picking up the van from their service. They contacted us concerning replacing the dash and performing the work under a service recall. We did not contact them.Therefore they are responsible for breaking the radio. I did not state that a child of mine placed change in the radio, I only assumed that it might have happened because that is what young kids might do. The service department likes taking liberty with assumptions instead of realizing that they are incompetent. IF it had happened when they were toddlers, our children are now pre-teens and this would have happened a very long time ago and the radio worked correctly until Alamo Toyota removed and re-installed it.Very good chance that they dropped it, mishandled it or did not take necessary precautions against static shock and therefore damaged the internals of the radio. Instead of taking responsibility for their lack of ability to correctly service, they are pointing the blame on a child that may or may not have happened a long time ago? Pathetic.Everyone knows Toyota's branding and reputation is based on a quality long lasting vehicle however in their response, the Service Department attempts to put the blame on the age and use of the vehicle. Hypocritical. They broke it therefore they need to repair or pay for it to be repaired. Any other response is not acceptableRegards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Good Morning Let me start off by mentioning component part broken? No it’s a $1200 plus safety hazard to me it not just any component part it has its name rack and pinion. To a vehicle just sold, I’m not sure how your dealership does business but inspection procedures and the safety of your customers should be the number one priority on your list. As wells as an obligation on your behalf to repair and make right your mistakes. Now going back on a comment stated I did indeed try to speak with Mr. [redacted], however he was not courteous enough to see me nor to return my phone call, after I left him a message regarding the situation really make me believe no one cares about a used vehicle customer. Its very sad how poorly the situation has come to in order to make people aware and take action like it should of been since they told me about the faulty rack and pinion on my 2011 Chrysler. So with that being said I hope this letter reaches the attention of Mr. [redacted] because this has truly been the worst first time car buying experience I’ve had at Alamo Toyota 281 San Antonio Texas. Mr. [redacted]
Regards,
[redacted]
Customer called on 10/17/2016 at 9:30 am stating her fog lamps were not working and the parking sensor was going off.Informed customer it was test driven before delivery and was not acting at the time.Scheduled appointment with customer to bring her vehicle to address...
her concerns on 10/18/2016 at 11:am.Customer did not show up for appointment.Will call customer to reschedule appointment.
Complaint: [redacted] I am rejecting this response because: No images have been uploaded as proof. To reiterate, no service was performed to the vehicle in between Universal Toyota and Alamo Toyota. Please offer a reasonable explanation to how the drivers side liner was not secured to the bottom engine cover following service performed at Alamo Toyota. My intelligence cannot accept your argument that climate conditions pulled the drivers liner down when there are no rips or tears in the drivers side liner mounting points. Lastly, it is quite obvious that my neighbor [redacted] does not own Universal Toyota but seems reasonable that I need to clarify this statement for you. If [redacted] did own a Toyota Dealership I would a purchase a Toyota from him. I hope that makes sense to you now.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Option 1 This was January 27, 2018 you are referring to the 2015 GMC Yukon SLT with the Bullet Hole in the front right door panel and it had also been in a wreck. This was the last time I had any communication with Mr. [redacted]. Option 2 This is the first time I've heard anything about this 2016 GMC Yukon STL. I never received a call, voicemail, text, nor an email from Mr. [redacted] on February 8, 2018. February 17, 2018 looks to be the only time when you (Mr. [redacted]) responded to me via Revdex.com third-party assistant … However, I would like to test drive the vehicle and take it to a mechanic and a body shop of my choice to make sure that everything is ok with this vehicle before I sign any contract... I need more information such as VIN number, if the vehicle has any Factory warranties...
Regards,
[redacted]
Alamo Toyota apologizes for any inconvenience that this issue has caused you, however we stand behind what we saw. When I spoke to you on the phone I told you I would investigate the issue. I did check with the advisor and technician involved and both confirmed they saw the nails in the tires with...
their own eyes. As I told you when we spoke you are always more than welcome to see any issues that you have any questions on... the Advisors will gladly take you directly to the shop and show you right there on the spot. Tire repairs are not what has kept Alamo Toyota in business for over 45 years... truth and honesty with our customers has done that. Again, I truly apologize for any inconvenience this has caused you and feel free to ask anytime you have any questions about any repairs to see them yourself. We truly appreciate your business and will always strive to take care of our customers to the best ability and honestly. Thank you,[redacted]
Service ManagerAlamo Toyota
My name is [redacted] I am the general sales manager here at Alamo Toyota. I have been speaking with [redacted] off and on for the past 2 months and gave her 2 different options to resolve this issue
option 1
I requested for ms [redacted] to meet with me...
at the dealership and shared with her we purchased a 2015 GMC Yukon with more option a sunroof and factory 20 wheels and 10,000 less miles with exact matching colors black exterior, black interior and assured the term of her loan and payments will remain the same After test driving the vehicle the customer stated she did not feeling safe in a vehicle with a sunroof because in the event of an accident the possibilities of being ejected through the sunroom also the wheels are to flashy. At that I said to I will find her 2015- 2016 GMC Yukon with exact matching options and color's.
option 2
WE called ms [redacted] 02/08/2018 and once again offered her a 2016 GMC Yukon exact color match one year newer with only 33,485 miles compared to her vehicle that has over 70, 000 miles and assured her the terms of her loan and payments will remain the same. I have yet to hear from ms [redacted]
Complaint: [redacted]
I am rejecting this response because:Please note that my last name is spelled Reiss as listed in your computer system, email correspondence and this very complaint. To the point, my intelligence will not allow me to accept the claim that weather pulled down the liner. The liner mouting holes were not physcially damaged (torn or ripped away form the screws) as I pointed out to [redacted]. The fact is the vehicle drove 5000 miles, in its current condition, without incident form its last service performed at Universal Toyotal. As soon as I left Alamo Toyota, the liner was rubbing against the tire on the highway. Upon inspection, two screws that secure the liner to the bottom engine cover were not aligned into the bottom engine cover mouting screw. As for the passenger liner, a tire blow out caused the obvious damage as expalained previously to Mr [redacted]. Cause and effect. Alamo Toyota has been the service provider for the vehicle for 15 years as noted by [redacted]. In all the 15 years, we never nitpicked. Instead of receiving any empathy from the service team, I am drawn into a argurment about who is at fault. [redacted] states I look at cars here like a credit report. It reflects the characteristics of the owner. [redacted] then says looking at your car doesn't say much about you or your story about the liner. Wow, that is telling for the service to expect, dependent upon the condition of the vehicle. As a matter of fact, when I picked up my vehicle from Universal Toyota, they had the courtesy to put a plastic cover over my leathers seats that were sun damaged. At Alamo Toyota, no plastic cover over the drivers seat. I expect my vechicle to get me from point A to B with reliability. We bought a Toyota for this very reason and we have bought previous Toyotas from Alamo Toyota. [redacted] (priciple owner of Alamo Toyota), I regret to inform you that your service team lost our business and faith of good customer service. We will be purchasing our next Highander from Universal Toyota. Ernesto Ancira is our neighbor. He recognizes the value in his customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I have had the tires checked two different times by Discount Tire and there was not nor is were these nails in my tires. And I do believe in honesty.
Attached are copies of paid checks and the cancellation invoice. Alamo Toyota has cancelled all products in a timely manner.Sincerely[redacted]Alamo Toyota
Ms***,I have received your complaint in regards to the service you received at our Alamo Toyota Collision center. I will begin to thoroughly research your concern by pulling your repair order and investigate the process in which your vehicle was repairedI sincerely apologize for your
experience and will follow up with you by the end of business day 6/5/
Tell us why here.. After speaking with the Advisor [redacted] he says he told the customer, after he himself not the customer noticed the popping noise from door, that he would have a technician tighten up the door check as a courtesy to the customer. This happen to be a very busy Saturday and he forgot...
to add request on the repair order.. an honest mistake. When the customer picked up vehicle he accused us of breaking the steel door check when trying to tighten the screw. [redacted] let the customer know he had forgotten to add the request on the repair order and that it would be impossible for us to have broken it when we never touched it. After the customer pointed out [redacted]'s mistakes [redacted] agrees he frustrated with the customer for what he feels like is just trying to get something for free when [redacted] was the one who was just trying to help the customer. [redacted] also agrees that he did start to lose his cool and started the exact statement that the customer says just like that without finishing it or cussing the customer, then letting the customer know he did not feel like he could help him anymore and wished him a good day. Simply put other than trying to help a customer out and not following through we did not break anything on this vehicle as we never followed through with trying to tighten the part.
Customer was informed that her battery was covered for one year unlimited miles. Unfortunately, she had surpassed the warranty coverage that was given to her from Alamo 410 and we could not warranty the battery. Alamo Toyota did inform her and apologized for the inconvenience and offered to try and...
get her a battery at a discounted rate... she began cursing and stormed out of the dealership. At this point we were unable to help the customer any further. Sincerely,[redacted]Service ManagerAlamo Toyota
Complaint: [redacted]
I am rejecting this response because:It wasn't until the end of the conversation with [redacted], when he told me that he had been lying to me. Everything we talked about, up until then, was still under the belief that they completed the tightening of the door check. It wasn't until I stated that "we both inspected the hinge at the vehicle drop off", that [redacted] told me he lied to me. If he lies about doing the job, he can just as well lie about breaking my hinge. As I stated before, [redacted] and I both inspected the hinge prior to leaving the vehicle with the service center and it wasn't broken. It is very clear to see with a quick glance. Why would he recommenced fixing something that is broken? When I originally approached the dealership to ask about the damage I spoke with one of the service managers, [redacted]. I told him what happened and he suggested that I may have paid [redacted] $20 to tighten the hinge because it wasn't entered on the invoice. This caught me by surprise because he was suggesting that his service techs regularly practice stealing from the owner of the business by taking money for jobs that are not entered on invoices. I told him that is not how I do business and he said he had to look at all the possibilities. I have been lied to and accused of paying for jobs off the books, and all I wanted was to be treated fairly. This is a horrible business from the top down.
Regards,
[redacted]
Good morning to all
My name is [redacted] I am the General Sales Manager here at Alamo Toyota, on Saturday November 19, 2016. that afternoon one of our managers [redacted] was working a car deal the sales person [redacted].
The above client was inquiring about a...
2016 RAM 1500 pick up vin number [redacted] client stated he was looking for his son to make a deal, client said he would have to check with his son and should return within 15-20 minutes. at no point the client signed any documents, at no point did the client leave a deposit. after the client returned little over hour later the vehicle in question was sold to an other client.
At the point I did introduce myself to the client and offered him the same year, make and model with similar miles for the same price,prior to leaving the dealership the client seemed to be ok with that
I can be reached directly at -[redacted] or my office [redacted]
thank you
[redacted]
When the 05' Sienna van showed up for service the radio was off. When we delivered the 05' Sienna the radio was off. When replacing the dash we do remove the radio, but it is a plug and play feature and we do not do anything to affect the internal working conditions of the...
radio.We did offer to re-check the radio at no charge customer even though we had done nothing that would damage it. After removing and inspecting the radio we could hear what sounded like loose change clanking around inside the radio. The customer did admit that his child had put some change in the radio a long time ago, but that it was working after that. Unfortunately, an 05' vehicle with over 180,000 miles on it things do happen along the way, but the Dealership that installed a the dash at no cost to the customer is not at fault for the radio that has foreign objects rolling around in it. Thank you,Alamo Toyota Service
Complaint: [redacted]
I am rejecting this response because:February 21st, 2018, I received a call from a Mr. [redacted] to sit up an appointment to San Antonio Texas test drive 2016 GMC Yukon. I told Mr. [redacted] that I will be able to make the drive from Killeen to San Antonio for the appointment on February 23rd, 2018 @ 9:00am. Mr. [redacted] and I ended the call.February 23rd, 2018My mother and I drove to San Antonio in the rain for appointment. I went inside to meet with Mr. [redacted]. I spoke with him for a little bit. He went to get the keys to pull the 2016 GMC Yukon so that may look at the SUV and test drive Mr. [redacted], open all the doors, raise the hood, and as far as my I could see everything that's good. I asked Mr. [redacted] if they were going to still tint the windows and put the rims on the 2016 GMC. Mr. [redacted] replied I will ask Mr[redacted] I took it for a test drive drove real nice went back to the dealership to start the paperwork. However, I asked him what was going on and what was this for. I want to take the vehicle to another dealership of my choice to run tests on it to make sure this vehicle had never been in a car accident and everything was working properly. He then went to Mr. [redacted] to ask him if it was ok for me to take the vehicle to get it looked at. Mr. [redacted] said yes but I had to sign the contract before I could take it to the dealership to get it looked at and checked out. I told Mr. [redacted] that I was not going to sign a contract before I had it look over a reputable GMC dealership. Mr. [redacted] want back to Mr. [redacted] to tell him that I was not going to sign the contract until I was sure that nothing was wrong with this vehicle. Then Mr. [redacted] came back and to inform me that Mr. [redacted] would not allow me to take the vehicle without sign the contract or having one of his employees to ride with me. Saying that it was company policy. But I've been to dealership and I see other people test drive the vehicle without their employees in the car with them. I finally agreed after speaking with Mr. [redacted] that he will come and ride with me to get the vehicle look at by a GMC dealer. At this point everything checked out, so we went back over to Alamo Toyota to finish the paperwork. I observe Mr. [redacted] interacting with a Hispanic couple outside showing them cars raising the hood, and the trunk on two separate vehicles. Never once did Mr. [redacted] acknowledge me. Then I started reviewing the times that I travel to San Antonio prior to this me he never came outside of his office to introduce himself nor to speak with me he always had someone else to come out and talk to me. The only time I spoke with him face to face is when I walk straight into his office and started talking to him. And that was January the 27th 2018. So, it brings me back to the conversation he had with me on how he treats every customer the same no matter what color they are and that he would not mistreat me as a black woman. (Is that the reason why he's treating me like this is because I am a black woman) after observing how we interact with other people I feel that this is the reason why I have been treated so bad by him. Mr. [redacted] finished up the paperwork after getting the payoff and the per diem for the vehicle. He took the paper to Mr. [redacted]'s office came back about 10 minutes later show me the contract that was not in the agreement. He has marked my payments up about $75.00 more then what I pay now each month. I then told Mr. [redacted] that this was not the agreement that we made, and he sent to the Revdex.com. Mr. [redacted] was back outside with the couple again at this time Mr. [redacted] went out there to talk to him and he kept walking away from Mr. [redacted]. At this point Mr. [redacted] setback for a few minutes and then approached him again walking behind [redacted] as he was trying to speak with him. At this time Mr. [redacted] came into the office where I was and told me that this was what is going on. We cannot sell you that vehicle because it's a 2016 and it has 50,000 miles less then you have on that vehicle we cannot do the deal we just have to find you another vehicle. I've been told Mr. [redacted] that, that was not the deal that we had. Prior to me driving from Killeen to San Antonio to test drive this 2016 GMC Yukon. The payments were about $75 more than what I am currently paying. I told Mr. [redacted] that that was not the agreement Mr. [redacted] told me that they're not going to be able to close the deal if I don't accept the extra payment. I pulled up the conversation from the Revdex.com that brought me in to test drive the vehicle and showed Mr. [redacted] what was said by Mr. [redacted]. Mr. [redacted] read it and tried to tell me that's not what that statement said. I said read it again it’s clearly states it in the statement. (“We called Ms. [redacted] 02/08/2018 and once again offered her a 2016 GMC Yukon exact color match one year newer with only 33,485 miles compared to her vehicle that has over 70,000 miles and assured her the terms of her loan and payments will remain the same. I have yet to hear from Ms. [redacted].”) Mr. [redacted] is aware of what he wrote in the statement because he gave Mr. [redacted] the keys to the 2016 GMC so that I could test drive and get it checked out by a GMC dealership. Mr. [redacted] said that it (“doesn't matter what it says that we are not going to honor this agreement. We can't do that we are just going to have to find you another vehicle that is the same year as yours”) By this time Mr. [redacted] had left the property and said that he would not be back until around 5:00pm and it was around 3:00pm when he left… As we were waiting for him to return to speak with him personally. As I was waiting the security guard came and told us that I had to leave the property without telling me the reason why. I enlighten him that we were never told to leave. No one has addressed us with that with this since we been here. And I know for sure that I had not done anything wrong. The only thing that we were doing is waiting for Mr. [redacted] to come back. The security guard walked over to me that San Antonio Police Department had called to escort us off the premises. I told the security guard what was going on he looked at me and told me to wait until the police officers come and tell them what's going on I waited I spoke with the police officer and inform him on what was going on. I also showed him what was in writing and Officer [redacted] informed me that we will wait to Mr. [redacted] come back and to see if we can rectify the situation. About 20 minutes of waiting Mr. [redacted] approach the officer with business card in his hand and that he is done, and don't want to talk to me to rectify the situation. Officer [redacted] asked Mr. [redacted] again are you sure that you don’t want to try to rectify this matter with Ms. [redacted]? Mr. [redacted] became very irate and said to Officer [redacted] that she can go to the Revdex.com, get a lawyer take me to court it doesn’t matter I’m done with her. Mr. [redacted] put his hands up as if he was saying I'm finished. {At this very moment I realized why the San Antonio Police Department was called. Mr. [redacted] proved to me today that he does not treat his customer the same. I feel that he had racially profile me as an angry black woman. I feel that Mr. [redacted] wanted to make sure that the police were around before he told me that he had nothing else to do with me and nothing else to offer me. I feel that Mr. [redacted] assumed that I would be irate and combative.} Officer [redacted] then turns around and said Ms. [redacted] I do apologize for this, but you are going have to take him to Court... I ask the officer If I had I done anything wrong and he stated no ma'am… You have done everything right. You were not argumentative even when we approached you. But, here's my information. On February 6, 2018 I called Alamo Toyota so that I can do a formal complaint against Mr. [redacted]. I left a voice message on Mr. [redacted] and Mr. [redacted] phone. I received a phone call from Mr. [redacted] I then began to tell him the purpose of my phone he then told me that I need to talk to this to Mr. [redacted] I informed that I wanted to make a formal complaint against Mr. [redacted]. Mr. [redacted] informed me that I need to speak with Mr. [redacted] I told him if my complaint is against him then why would I talk to him that makes no sense. Mr. [redacted] then stated that is who you need to speak with. I did ask him what the name of the owner of Alamo Toyota he Mr[redacted] told me his name was Mr. [redacted]. I call back so that I could leave a voice message on Mr. [redacted] phone. I never heard from the owner Mr. [redacted]. February 23rd, 2018I called Mr. [redacted] once again to inform him what was going on by leaving a detail message on the answering machine. I left my number and ask him to give me a call so that we could rectify this matter... February 24, 2018I received a call from Mr. [redacted] 12:19 specking on behave of Mr[redacted]. The reason for the call was to inform me that they had a meeting discussing the issue on February 23, 2018. They have done all that they will not do anything else to with me. Will no longer offer me anything to rectify the situation per Mr[redacted] I asked Mr. [redacted] if this was a quote from the owner and stated yes it was. I ask him how you’ll can make this kind of decussation without hearing both side of the complaint. Mr. [redacted], we had a meeting this morning and said that they had asked you to leave the primases and you didn’t so the police were called. I asked can you explain to me why the police we’re called. I did not do anything wrong and no one came over to tell me to leave the primases. I informed Mr. [redacted] that I had an appointment yesterday morning to drive from Killeen TX to San Antonio to test drive the 2016 GMC Yukon and if I was satisfied with it after getting it checked out at this time Mr. [redacted] said that he did not know anything about it and that what I was trying to tell him. Because that was not what was told to him by Mr. [redacted] and Mr. [redacted] in the meeting. He said that it was a 2015 GMC Yukon not the 2016 I once again tried to tell Mr. [redacted] that I had it in writing. Mr. [redacted] said that the owner said that he was not going to honor it because he was done with me.[redacted]
Tell us why here...Alamo Toyota processed the refund to Ms [redacted]'s bank card last night 3/15/2016. If Ms [redacted] has any issue with the availability of those funds that is between her and her bank...not Alamo Toyota. We consider this issue closed as far as Alamo Toyota is concerned.Thank you.
I have personally taken a look at the images along with our head of security and assure you the technician didn’t remove the fender liner in question nor did he adjust it in anyway. Coupled with the fact that the opposite side fender liner is all together missing and the middle splash shield is being held on by zip ties I think it is more than fair to come to the conclusion that we have done nothing wrong. Therefore, as per our discussion, we will not be offering any assistance in replacing the damaged fender liner. As much as would always want business we completely respect your choice to buy from Universal Toyota... but, don't tell [redacted] you bought there as he does not own that dealership or have any affiliation with them. Thanks, [redacted]
Tell us why here...Mr [redacted] is in the office 2-3 days a week and will make every effort to respond back to Mr [redacted]. The vehicle in question did in fact pass the safety inspection as required by the state. As I mentioned before, it is unfortunate when something breaks on a car...(that's why we have every customer sign an "as-is" form with every used car purchase), but as a dealer that has been in business for over 43 years we try to assist as best we can and as fairly as possible. Mr [redacted] has been made aware of the issue and will contact Mr [redacted] directly.
Complaint: [redacted]
I am rejecting this response because:Radio worked before they removed and re-installed the radio. Radio did not work immediately after picking up the van from their service. They contacted us concerning replacing the dash and performing the work under a service recall. We did not contact them.Therefore they are responsible for breaking the radio. I did not state that a child of mine placed change in the radio, I only assumed that it might have happened because that is what young kids might do. The service department likes taking liberty with assumptions instead of realizing that they are incompetent. IF it had happened when they were toddlers, our children are now pre-teens and this would have happened a very long time ago and the radio worked correctly until Alamo Toyota removed and re-installed it.Very good chance that they dropped it, mishandled it or did not take necessary precautions against static shock and therefore damaged the internals of the radio. Instead of taking responsibility for their lack of ability to correctly service, they are pointing the blame on a child that may or may not have happened a long time ago? Pathetic.Everyone knows Toyota's branding and reputation is based on a quality long lasting vehicle however in their response, the Service Department attempts to put the blame on the age and use of the vehicle. Hypocritical. They broke it therefore they need to repair or pay for it to be repaired. Any other response is not acceptableRegards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Good Morning Let me start off by mentioning component part broken? No it’s a $1200 plus safety hazard to me it not just any component part it has its name rack and pinion. To a vehicle just sold, I’m not sure how your dealership does business but inspection procedures and the safety of your customers should be the number one priority on your list. As wells as an obligation on your behalf to repair and make right your mistakes. Now going back on a comment stated I did indeed try to speak with Mr. [redacted], however he was not courteous enough to see me nor to return my phone call, after I left him a message regarding the situation really make me believe no one cares about a used vehicle customer. Its very sad how poorly the situation has come to in order to make people aware and take action like it should of been since they told me about the faulty rack and pinion on my 2011 Chrysler. So with that being said I hope this letter reaches the attention of Mr. [redacted] because this has truly been the worst first time car buying experience I’ve had at Alamo Toyota 281 San Antonio Texas. Mr. [redacted]
Regards,
[redacted]
Customer called on 10/17/2016 at 9:30 am stating her fog lamps were not working and the parking sensor was going off.Informed customer it was test driven before delivery and was not acting at the time.Scheduled appointment with customer to bring her vehicle to address...
her concerns on 10/18/2016 at 11:am.Customer did not show up for appointment.Will call customer to reschedule appointment.
Complaint: [redacted] I am rejecting this response because: No images have been uploaded as proof. To reiterate, no service was performed to the vehicle in between Universal Toyota and Alamo Toyota. Please offer a reasonable explanation to how the drivers side liner was not secured to the bottom engine cover following service performed at Alamo Toyota. My intelligence cannot accept your argument that climate conditions pulled the drivers liner down when there are no rips or tears in the drivers side liner mounting points. Lastly, it is quite obvious that my neighbor [redacted] does not own Universal Toyota but seems reasonable that I need to clarify this statement for you. If [redacted] did own a Toyota Dealership I would a purchase a Toyota from him. I hope that makes sense to you now.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Option 1 This was January 27, 2018 you are referring to the 2015 GMC Yukon SLT with the Bullet Hole in the front right door panel and it had also been in a wreck. This was the last time I had any communication with Mr. [redacted]. Option 2 This is the first time I've heard anything about this 2016 GMC Yukon STL. I never received a call, voicemail, text, nor an email from Mr. [redacted] on February 8, 2018. February 17, 2018 looks to be the only time when you (Mr. [redacted]) responded to me via Revdex.com third-party assistant … However, I would like to test drive the vehicle and take it to a mechanic and a body shop of my choice to make sure that everything is ok with this vehicle before I sign any contract... I need more information such as VIN number, if the vehicle has any Factory warranties...
Regards,
[redacted]
Alamo Toyota apologizes for any inconvenience that this issue has caused you, however we stand behind what we saw. When I spoke to you on the phone I told you I would investigate the issue. I did check with the advisor and technician involved and both confirmed they saw the nails in the tires with...
their own eyes. As I told you when we spoke you are always more than welcome to see any issues that you have any questions on... the Advisors will gladly take you directly to the shop and show you right there on the spot. Tire repairs are not what has kept Alamo Toyota in business for over 45 years... truth and honesty with our customers has done that. Again, I truly apologize for any inconvenience this has caused you and feel free to ask anytime you have any questions about any repairs to see them yourself. We truly appreciate your business and will always strive to take care of our customers to the best ability and honestly. Thank you,[redacted]
Service ManagerAlamo Toyota
My name is [redacted] I am the general sales manager here at Alamo Toyota. I have been speaking with [redacted] off and on for the past 2 months and gave her 2 different options to resolve this issue
option 1
I requested for ms [redacted] to meet with me...
at the dealership and shared with her we purchased a 2015 GMC Yukon with more option a sunroof and factory 20 wheels and 10,000 less miles with exact matching colors black exterior, black interior and assured the term of her loan and payments will remain the same After test driving the vehicle the customer stated she did not feeling safe in a vehicle with a sunroof because in the event of an accident the possibilities of being ejected through the sunroom also the wheels are to flashy. At that I said to I will find her 2015- 2016 GMC Yukon with exact matching options and color's.
option 2
WE called ms [redacted] 02/08/2018 and once again offered her a 2016 GMC Yukon exact color match one year newer with only 33,485 miles compared to her vehicle that has over 70, 000 miles and assured her the terms of her loan and payments will remain the same. I have yet to hear from ms [redacted]
Complaint: [redacted]
I am rejecting this response because:Please note that my last name is spelled Reiss as listed in your computer system, email correspondence and this very complaint. To the point, my intelligence will not allow me to accept the claim that weather pulled down the liner. The liner mouting holes were not physcially damaged (torn or ripped away form the screws) as I pointed out to [redacted]. The fact is the vehicle drove 5000 miles, in its current condition, without incident form its last service performed at Universal Toyotal. As soon as I left Alamo Toyota, the liner was rubbing against the tire on the highway. Upon inspection, two screws that secure the liner to the bottom engine cover were not aligned into the bottom engine cover mouting screw. As for the passenger liner, a tire blow out caused the obvious damage as expalained previously to Mr [redacted]. Cause and effect. Alamo Toyota has been the service provider for the vehicle for 15 years as noted by [redacted]. In all the 15 years, we never nitpicked. Instead of receiving any empathy from the service team, I am drawn into a argurment about who is at fault. [redacted] states I look at cars here like a credit report. It reflects the characteristics of the owner. [redacted] then says looking at your car doesn't say much about you or your story about the liner. Wow, that is telling for the service to expect, dependent upon the condition of the vehicle. As a matter of fact, when I picked up my vehicle from Universal Toyota, they had the courtesy to put a plastic cover over my leathers seats that were sun damaged. At Alamo Toyota, no plastic cover over the drivers seat. I expect my vechicle to get me from point A to B with reliability. We bought a Toyota for this very reason and we have bought previous Toyotas from Alamo Toyota. [redacted] (priciple owner of Alamo Toyota), I regret to inform you that your service team lost our business and faith of good customer service. We will be purchasing our next Highander from Universal Toyota. Ernesto Ancira is our neighbor. He recognizes the value in his customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I have had the tires checked two different times by Discount Tire and there was not nor is were these nails in my tires. And I do believe in honesty.
Attached are copies of paid checks and the cancellation invoice. Alamo Toyota has cancelled all products in a timely manner.Sincerely[redacted]Alamo Toyota