Your Way Landscaping

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 "We will only start a waiting list when the parts are available" is not acceptable When I called Oct 30th, I was still told the parts are not available and it is not possible to set up an appointmentI had to argue with the operator to get an appointment for Nov having explained this is the 6th or 7th time I am calling about thisYou need to change your process to start a waiting list when a customer first calls in about getting a recall done, pending parts and shop resource availability What is preventing you from doing this ?Did Toyota Corporate tell you not to do it this way ? I had to call or times over months, each time to be on hold for - min and then told to "call back" as parts are not currently availableIf I was told the parts will only be available on Oct to order, I would not have kept calling as I was asked toWhy was the Oct 12th date for parts ordering not given to customer service ? If given, why do they not tell the customer that is when to start calling and not to call before that ? Why can you not create a wait list when a customer first calls regardless of parts or tech availability and then call the customer back when the parts and shop resources are available to discuss an appointment time The recall is mandatory and the customers are local, I see no reason to start the waiting / inquiry list when the customer first calls about itIs doing recall work a nuisance for you, that is what is appears like ? There is a distinct difference between business that really put customers first and look at things from a customers view point when setting up internal processes vs those that do the minimumThink about your operation and look at things from an outside in perspective When [redacted] was running this business, things were differentSince he has moved out (now passed away), the purpose of existence seems to be purely profit makingHaving been a small business owner myself, this is not a good long term approach Regards, [redacted]

Mrs [redacted] brought her vehicle in on 10/28/and we replaced a timing chain tensionerShe claims she picked her vehicle up on 10/30/at around closingShe states that the check engine light came on when she was leavingSo I asked her, "why did you not come right back? She stated it was closing timeThen I asked why did you not call or come back the next day, no responseShe states she left for vacation on 11/2/(We are open days a week, so she could have brought it back two different days) She then returned on the 11th and left for Florida and arrived on the 15thThat is another day or two that she could have brought her vehicle in to have looked atSo now she is in Florida and does not take into a Toyota dealer until 12/4/and they inspected it for codes and did no repairsIt was not until 12/11/that the car went back to the dealer to have the car fixedSo she kept driving the vehicle with the check engine light onTo add to that, We have the data that the Dealer in Florida pulled from the vehicle and when the check engine light came on the outside temperature was degWe looked into this and found that out temperature in Delaware at the time was deg during the time she claims she was driving the carWe looked at the temperature in Florida and found that the temperature was around degSo with all of that information, I do not believe that the check engine light was caused by usThe vehicle has over 100,miles on itI also checked with several Master Diagnostic technicians and they do not see how our repair caused this other repairPlease contact me with any questionsThank you ***

All documentation including registration and title were processed and sent to [redacted] via United Stated Postal Service Tracking number [redacted] It showed delivered on 8/27/

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 IS THE CHECK ENGINE LIGHT TAKEN CARE OF? IS THE DESTROYED BEDLINER TAKEN CARE OF? ARE THE SCRATCHES TO THE CAB CORNERS TAKEN CARE OF? WILL MY VEHICLE NOW PASS STATE INSPECTION? HAVE THE BRAKES BEEN PROPERLY BLED? WAS A WHEEL ALIGNMENT PERFROMED WITH A COPY OF THE RESULTS? HAVE THE MISSING SPLASH GUARDS BEEN REPLACED? IF ANY OF THESE ITEMS ARE LEFT UNADRESSED THEN MY ISSUES ARE NOT RESOLVED Regards,

Customer brought vehicle in for no a/c ,technician confirmed customer concern by performing ac leak check and determined vehicle ac evaporator was defectiveCustomer was given estimate to repair ac unit customer agreedCustomer was given a loaner vehicle while repairs were being performedvehicle repairs were performed technician tested ac system and noted vehicle ac is blowing at to degrees depending upon the humidity leveltech notes vehicle ac system is operating as designed Customer picked up vehicle sure of the time line as to how long it took at the time of pick up, however the performance of the ac system which was her concerned and repair is fixed and operating to Toyota Manufacture specsAfter Customer picked up vehicle customer spoke with service manager indicating her transmitter for alarm was not working, the service manager personally went to her employment and retrieved her keys went to customer residence pick up vehicle and brought it to Newark Toyota service center and repaired alarm system at no additional cost and returned vehicle to customer resident and then returned keys to customer at her job Several days later customer called and stated she was inconvenienced and want $refundService manager advised her if there is a problem with any repair that was made it would be corrected and will schedule the vehicle to be inspectedCustomer relation manager has contacted customer and scheduled a re-inspection on 8/31/Customer is not entitled to and refund because she feels inconvenienced

Check Engine light is related the Catalytic Converter which is not removed during the replacement of the FrameNOT Covered By Warranty.The Bed liner is Aftermarket and is resulting damage of the Frame Replacement done as a Warranty EnhancementNOT Covered By Warranty.Scratches were taken care of as discussed and agreed upon.Wheel Alignment was performedWill look into getting a copy sent to you.I do not show any record of a complaint about the Brakes Brakes would have been bled as apart of the Frame Replacement at time of replacement

Again; Recalls are our top priority here at Newark ToyotaWorld and we do our very best at scheduling as many recalls per day as we can handleOur Policy is when there is a remedy we will order the part for each customer as they come available and keep a list of those customersWe will contact the customer in order as they come inAt no time, do we tell a customer to keep calling back and if we had done so, it was by mistakeIf the customer would like to supply me with his phone number that he called in on, I will pull the recording and it may be a training opportunityI checked the phone numbers that we have on file and do not see any calls in or outIt is our policy to instruct our customers to call back for an appointment when they are notified by letter from TOYOTA stating there is a remedy and the parts are availableAll Toyota Customers involved received a letter from Toyota sometime after JulyThis was the interim notice that states; “The remedy, when available, will consist of installing retention brackets designed to prevent the inflator chambers from entering the vehicle interior if separation occurs”The customer will receive another letter when the Remedy is availableThe customer can then call to schedule an appointment to have the remedy performedToyota is in control of sending out this letter and for this reason, we do NOT keep a list of customers to call backTo sum it up, Toyota does keep a list and will notify customers when the Remedy is available

Customer has an appointment for the 15th and an Air Bag has been set asideRecalls are our top priority here at Newark ToyotaWorld and do our very best at scheduling as many recalls per day as we can handleRecalls require certified technicians to perform them to ensure they will be done properly
We have over technicians that are Toyota certified, however, not all our technicians have the air bag certificationsThese recalls take roughly about hours to perform, from the time the technician receives the work order to the time he parks the car and hands the work order inWe are open days per week, of these days we have on average technicians that have the recall certificationsSo, we attempt to perform about air bag recalls per dayKeep in-mind that the air bag recall is not the only recall that we need certain technicians for and we also must perform routine maintenance as wellWe can't tell our other customers that need routine service to wait until we are finished with a recall and then we can help themNow to talk about the parts end of things; The parts were only release on October 12thOur Parts Department orders parts when they are available and orders as many as we are allowed. Unfortunately, we are not the only dealer requesting these parts and we do not control how many we can order at one timeSince this part was not available to order, we could not put him on a waiting listWe will only start a waiting list when the parts are availableToyota is responsible for notifying customers when parts are available, we do not have a list of customers that require a recallWe have no control on when the customer is contacted from ToyotaI hope this helps you understand our side

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 have attached a picture of the timing chain that was off by a link I have also attached the invoice that shows I had brought my car in on December 4th, I then had a rental car for a week and I also have that form attached here as well, I have informed Newark Toyota of thisThere are not two dates that I went to the Florida Toyota service, there is only one I then picked up my car from Florida toyota on December 11th, As I have stated before I picked up my car at closing time and was not able to return I had trusted that the work done to my car was done correctly I then left the country for a week and a half Then I had to move to Florida to start a new job I was traveling alone, on a tight schedule, and in unfamiliar new places I had deadlines to meet and prior engagements I did not have the time to stop and have my car checked out Again, I had at the time trusted that the work done to my car was done correctly and brought my car in when I was able in FloridaNONE of this changes the fact that the service I had done to my timing chain tensioner was done INCORRECTLY and caused my timing chain to be off by a link and caused massive damage to my engine, which I have attached the picture taken by the Toyota technician in Florida I request to be reimbursed for the damages done to my engine.]
Regards,

I would like to explain what really transpired; Customer purchased vehicle from us and we gave him the option to add fog lights to the vehicle at time of saleHe chose not to and install them him self Customer purchased the fog light kit
from our parts department over the counterThe vehicle did NOT come into our service center to have installed Customer installed the fog lights and must have cut or spliced some wires by mistake and caused issues Customer brought vehicle in on 4/6/for Battery issuesOur Technician inspected the vehicle and found splices and wire blocks installed incorrectly which was causing the connector not to make contactSince this happen it the tech disconnected until we could get replacement parts that were damaged during the install. Customer came in on 7/16/to have the wires and switch replaced.I spoke to my installed and they said you would never know that the vehicle had the factory installed harness until they started to work on itNot every vehicle has the factory harness installedHowever, They would have used the harness that comes with the kitWe have installed these kits on several vehicles with out any problemsAs we told Mr***, We can not refund him his money for something we did not installThen he claims we should have told him that there was a harness in the vehicle that comes from the factory and not to use the one that comes in the packageHowever, We would not have known this until we started the install and even at that time we would still would use the harness that comes in the kit.Please feel free to contact me with any questions.***

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 will accept to close this issue after they send the cheque on amount I spent to replace the visor they damaged.They have been lying to me they are sending the cheque since april and it months now.They admitted their fault

We do not take responsibility for items that may be loose or damaged while the vehicle is taken through the car washThis is a complimentary service that we provide and look for items that may be loose or damaged so we do not take those vehicles throughHowever, We did want to assist in this
repairWe have submitted a check request from our corporate office and are now checking on the statusIt usually does not take this long to get it sent out

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
"We will only start a waiting list when the parts are available" is not acceptable. When I called Oct 30th, I was still told the parts are not available and it is not possible to set up an appointmentI had to argue with the operator to get an appointment for Nov having explained this is the 6th or 7th time I am calling about thisYou need to change your process to start a waiting list when a customer first calls in about getting a recall done, pending parts and shop resource availability. What is preventing you from doing this ?. Did Toyota Corporate tell you not to do it this way ? I had to call or 7 times over months, each time to be on hold for - min and then told to "call back" as parts are not currently availableIf I was told the parts will only be available on Oct to order, I would not have kept calling as I was asked toWhy was the Oct 12th date for parts ordering not given to customer service ? If given, why do they not tell the customer that is when to start calling and not to call before that ? Why can you not create a wait list when a customer first calls regardless of parts or tech availability and then call the customer back when the parts and shop resources are available to discuss an appointment time. The recall is mandatory and the customers are local, I see no reason to start the waiting / inquiry list when the customer first calls about it. Is doing recall work a nuisance for you, that is what is appears like ? There is a distinct difference between business that really put customers first and look at things from a customers view point when setting up internal processes vs those that do the minimumThink about your operation and look at things from an outside in perspective. When *** *** was running this business, things were differentSince he has moved out (now passed away), the purpose of existence seems to be purely profit makingHaving been a small business owner myself, this is not a good long term approach
Regards,
*** ***

When Ms *** produced the proper(showing us the original receipt) we reimbursed her the $on Sept 18th

Thank you for sharing your concern Upon review, Newark ToyotaWorld only ran one credit inquiry on your credit on July 18th Can you please call *** *** ** *** ***? He will assist you further

Customer Visited Toyota dealership 5/8/with VW Jetta was staggering, Drivers side window wasn't rolling down and an oil changeWe performed an oil and filter change, provided a rental vehicle, Test drove the vehicle for a drivability concern, replaced a tail light bulb and diagnosed and repaired
the window not going down as requestedThe drivability concern was not duplicated nor did we charge for anything related to the concernCustomer too test drove the vehicle with our technician and could not reproduce the concernNewark Toyota World repaired the vehicle as requestedSent on: 7/24/4:00:PM

We have contacted Toyota Field Technical Specialist and gave him all of the customers pictures and information. The Field Tech came back to us and stated that our repairs would not have caused this concern. We have contacted the Toyota Dealer in Florida and they were not able to clarify that the repairs we did caused this concern. We then contacted the customer and let her know that our repairs did not cause this concern.

The situation has been resolved to the clients satisfaction Mr [redacted] is completely happy and doesn't hold the dealership responsible for any misprints or errors

Mrs. [redacted] brought her vehicle in on 10/28/15 and we replaced a timing chain tensioner. She claims she picked her vehicle up on 10/30/15 at around closing. She states that the check engine light came on...

when she was leaving. So I asked her, "why did you not come right back? She stated it was closing time. Then I asked why did you not call or come back the next day, no response. She states she left for vacation on 11/2/15. (We are open 7 days a week, so she could have brought it back two different days) She then returned on the 11th and left for Florida and arrived on the 15th. That is another day or two that she could have brought her vehicle in to have looked at. So now she is in Florida and does not take into a Toyota dealer until 12/4/15 and they inspected it for codes and did no repairs. It was not until 12/11/2015 that the car went back to the dealer to have the car fixed. So she kept driving the vehicle with the check engine light on. To add to that, We have the data that the Dealer in Florida pulled from the vehicle and when the check engine light came on the outside temperature was 77 deg. We looked into this and found that out temperature in Delaware at the time was 58 deg during the time she claims she was driving the car. We looked at the temperature in Florida and found that the temperature was around 77 deg. So with all of that information, I do not believe that the check engine light was caused by us. The vehicle has over 100,000 miles on it. I also checked with several Master Diagnostic technicians and they do not see how our repair caused this other repair. Please contact me with any questions. Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
IS THE CHECK ENGINE LIGHT TAKEN CARE OF? IS THE DESTROYED BEDLINER TAKEN CARE OF? ARE THE SCRATCHES TO THE CAB CORNERS TAKEN CARE OF? WILL MY VEHICLE NOW PASS STATE INSPECTION? HAVE THE BRAKES BEEN PROPERLY BLED?  WAS A WHEEL  ALIGNMENT PERFROMED WITH A COPY OF THE RESULTS?  HAVE THE MISSING SPLASH GUARDS BEEN REPLACED? IF ANY OF THESE ITEMS ARE LEFT UNADRESSED THEN MY ISSUES ARE NOT RESOLVED.
Regards,