Findlay Toyota Group

Thank you for giving us the opportunity to address issues brought forward by Ms [redacted] relating to her experience at our dealershipI have met with Management and Joey Gonzales, the Sales Associate involved, and I have the following information to provideMs [redacted] came to our dealership on January 10, 2017, seeking to trade in her Tacoma model with over 134,miles/odo for a newer preowned modelOne feature she required was manual transmission on the truck she would considerOur dealership is one of Findlay Auto “stores” and we have access to used inventory at these “sister” locationsWe offered to search our other properties for “just the right truck” for herIt is a challenging model to locate and she was aware it could take timeWe provided Ms [redacted] with a “loaner” Tacoma model that day for her to use during our searchSales Associate, Joey Gonzales, helped Ms [redacted] transfer all her belongings out of her truck and placing them into the loaner truckHe said she mentioned to be sure she got the “bike rack” and she was referring to a board that was just setting in the bed of the truckHe assisted moving it and placing it in the loaner truck along with her other itemsAfter approximately or weeks, we had not been able to locate “just the right truck” for Ms [redacted] and she chose to unwind her sales deal and wanted her Tacoma backJoey drove her Tacoma to her in Sedona and exchanged it for the loaner she had been usingAt the time of the exchange, Ms [redacted] walked around her truck to “look it over” and made no comment about scratches or damage on itMs [redacted] mentions in the “Complaint Background” she talked to the Company 2/13/It was, in fact, on 2/16/she sent a text to Joey stating her bike rack, valued at $160, was missingShe also sent him a text 2/24/stating there were scratches on her truck and what were we going to do about itHe replied to this asking why it took her a week to let him knowShe never respondedWe didn’t lose Ms [redacted] ’s bike rack because there wasn’t one left in her truckRegarding the scratches she mentions, it is unlikely anything like that would have occurred on our lotWe have a secure locked area where customer’s vehicles are keptJoey didn’t notice any when he returned the ’Tacoma to her weeks ago, and Ms [redacted] didn’t make any comment about scratches at the timeCopies of text communication between Ms [redacted] and Joey Gonzales can be provided upon request

Your concerns are being addressed with the Management Staff here at Findlay Toyota FlagstaffWe sincerely appreciate your patience; we anticipate resolution for your concerns in the next day or twoI will submit additional comments at that time

TO: Revdex.comFROM: Sheila D***, Customer Relations ManagerThe customer will be contacted this morning to resolve her concerns, answer any questions, and assure her that she is a valued customer

I find it highly irritating that the return of my car will now interfere with my college finals I do not see why more is being done to return my vehicle, which is supposedly an hour and a half away

On 11-4-2015, our Service Manager, [redacted] Holloway had a phone conversation with the Customer explaining the situation concerning part replacement for lost keys.On 11-5-2015, I attempted to contact Customer with a phone call, but there was no answerRather than leave a long message, I sent her an email (below) with the same attachments I'm submitting with this responseWe are awaiting Customer's response to us as to whether she wishes to proceed with the repair here at our dealership.Hi ***My name is [redacted] Customer Relations Manager for Findlay Toyota FlagstaffThe Revdex.com concern you provided them has been sent to my attention for resolution and clarification.After meeting with [redacted] Holloway, Service Manager, it is my understanding you lost keys to your Toyota Solara in June, 2013, and we replaced them at a total cost to you of $That Repair Order total reflects your cost for keys + an adjusted labor amount to install the ECM (computer) + shop supplies + sales taxI have attached a copy for your review.At that time, Toyota Motor Company had a policy in place regarding assistance to replace the immobilizer ECM (computer) for certain 1998-model year vehiclesYour Camry Solara was among those models that qualified for assistance from Toyota and you were not charged for that partPlease see the copy I have attached for you to look over.Since then, however, Toyota Motor Company has revised their policy regarding replacement of ECM (computer) parts starting December 8, 2014, free of charge for customers who lose all vehicle keysThe “Toyota – Parts & Accessory News Today” bulletin (attached) also mentions that “Toyota has re-evaluated the program and concluded that the use of programming tools by reputable locksmiths is a reliable and cost effective solution that under circumstances does not require the replacement of ECMs.” Please note, however, there are no Locksmiths or Programmers in Flagstaff (or even in Arizona) who have met the TMS (Toyota Motor Sales) requirements for ECM programming and are capable of programming Toyota ECMs.Replacing your key/s by our dealership, therefore, can only be accomplished by replacing the ECM (computer)When your son called our dealership and spoke with ***, the price he mentioned was an estimate of at least $for the ECM, perhaps more, but he needed to check the official Parts guideAs it turns out, the ECM part is $+ $110.00/adjusted labor to install + $for each key + sales tax $for a total of $Please see attached copy.We certainly wish to provide you with truly exceptional customer service, MaryIf you wish to pursue the ECM (computer) replacement with our dealership, please let either [redacted] Holloway or me know as soon as possibleAlso, if you wish to get an additional key, there is no additional labor cost to program it, only the $+ sales tax.We look forward to hearing from you soon[redacted] Customer Relations Manager

Jasmine, In researching this case further, Findlay Toyota has not completed any business with this person The verbal promises that were made do not coincide, or match up with the text conversation she had with my staff I am willing to offer $goodwill to Ms*** to assist in her loss There is no written proof about any of the conversation she had with any of my staff I hope this satisfactorily fulfills your request to resolve. Jon T***General ManagerFindlay Toyota Flagstaf* ***

Thank you for giving us the opportunity to address issues brought forward by Ms*** relating to her experience at our dealershipI have met with Management and Joey G***, the Sales Associate involved, and I have the following information to provideMs*** came to our dealership on
January 10, 2017, seeking to trade in her Tacoma model with over 134,miles/odo for a newer preowned modelOne feature she required was manual transmission on the truck she would considerOur dealership is one of Findlay Auto “stores” and we have access to used inventory at these “sister” locationsWe offered to search our other properties for “just the right truck” for herIt is a challenging model to locate and she was aware it could take timeWe provided Ms*** with a “loaner” Tacoma model that day for her to use during our searchSales Associate, Joey G***, helped Ms*** transfer all her belongings out of her truck and placing them into the loaner truckHe said she mentioned to be sure she got the “bike rack” and she was referring to a board that was just setting in the bed of the truckHe assisted moving it and placing it in the loaner truck along with her other itemsAfter approximately or weeks, we had not been able to locate “just the right truck” for Ms*** and she chose to unwind her sales deal and wanted her Tacoma backJoey drove her Tacoma to her in Sedona and exchanged it for the loaner she had been usingAt the time of the exchange, Ms*** walked around her truck to “look it over” and made no comment about scratches or damage on itMs*** mentions in the “Complaint Background” she talked to the Company 2/13/It was, in fact, on 2/16/she sent a text to Joey stating her bike rack, valued at $160, was missingShe also sent him a text 2/24/stating there were scratches on her truck and what were we going to do about itHe replied to this asking why it took her a week to let him knowShe never respondedWe didn’t lose Ms***’s bike rack because there wasn’t one left in her truckRegarding the scratches she mentions, it is unlikely anything like that would have occurred on our lotWe have a secure locked area where customer’s vehicles are keptJoey didn’t notice any when he returned the ’Tacoma to her weeks ago, and Ms*** didn’t make any comment about scratches at the timeCopies of text communication between Ms*** and Joey G*** can be provided upon request

After meeting with our General Manager here at Findlay Toyota Flagstaff, it is my understanding the customer, Sopapun Roumsumran, came in several weeks age to receive clarification on what the coverages wereShe wanted to proceed to cancel the agreements. Our General Manager filled out all
the needed paperwork and gave it to our Finance Manager to submit; all paperwork was sent. After checking today, our General Manager indicated that the customer is correct - paperwork has not been processedTherefore, he filled out paperwork again this morning and faxed it all to the appropriate numberHe will allow hours to process and will follow up at that time.Also, he said with regard to messages, he had not received any messages on his business lineHe did, however, receive a call from an unknown number and he was unable to understand what was said; there was no phone number left and the English was very "broken."We have attached the cancellation form completed along with refund anticipation amounts

The Business Complaint regarding Customer/[redacted] has been received and will be reviewed by our Management staff today.

TO: Revdex.comFROM: Sheila D[redacted], Customer Relations ManagerThe customer will be contacted this morning to resolve her concerns, answer any questions, and assure her that she is a valued customer.

On 11-4-2015, our Service Manager, [redacted] Holloway had a phone conversation with the Customer explaining the situation concerning part replacement for lost keys.On 11-5-2015, I attempted to contact Customer with a phone call, but there was no answer. Rather than leave a long message, I sent her...

an email (below) with the same attachments I'm submitting with this response. We are awaiting Customer's response to us as to whether she wishes to proceed with the repair here at our dealership.Hi [redacted]My name is [redacted] Customer Relations Manager for
Findlay Toyota Flagstaff. The Revdex.com concern you provided them
has been sent to my attention for resolution and clarification.After meeting with [redacted] Holloway, Service Manager, it is my
understanding you lost keys to your 1999 Toyota Solara in June, 2013, and we
replaced them at a total cost to you of $309.58. That Repair Order total
reflects your cost for keys + an adjusted labor amount to install the ECM
(computer) + shop supplies + sales tax. I have attached a copy for your review.At that time, Toyota Motor Company had a policy in place
regarding assistance to replace the immobilizer ECM (computer) for certain
1998-2003 model year vehicles. Your 1999 Camry Solara was among those models
that qualified for assistance from Toyota and you were not charged for that
part. Please see the copy I have attached for you to look over.Since then, however, Toyota Motor Company has revised their
policy regarding replacement of ECM (computer) parts starting December 8, 2014,
free of charge for customers who lose all vehicle keys. The  “Toyota –
Parts & Accessory News Today” bulletin (attached) also mentions that “Toyota
has re-evaluated the program …and concluded that the use of programming tools
by reputable locksmiths is a reliable and cost effective solution that under
normal circumstances does not require the replacement of ECMs.” Please
note, however, there are no Locksmiths or Programmers in Flagstaff (or even in
Arizona) who have met the TMS (Toyota Motor Sales) requirements for ECM
programming and are capable of programming Toyota ECMs.Replacing your key/s by our dealership, therefore, can only
be accomplished by replacing the ECM (computer). When your son called our
dealership and spoke with [redacted], the price he mentioned was an estimate of
at least $700 for the ECM, perhaps more, but he needed to check the
official Parts guide. As it turns out, the ECM part is $1236.21 +
$110.00/adjusted labor to install + $45.90 for each key + sales tax $114.76 for
a total of $1506.87. Please see attached copy.We certainly wish to provide you with truly exceptional
customer service, Mary. If you wish to pursue the ECM (computer) replacement
with our dealership, please let either [redacted] Holloway or me know as soon as
possible. Also, if you wish to get an additional key, there is no additional
labor cost to program it, only the $45.90 + sales tax.We look forward to hearing from you soon.[redacted]Customer Relations Manager

Your concerns are being addressed with the Management Staff here at Findlay Toyota Flagstaff. We sincerely appreciate your patience; we anticipate resolution for your concerns in the next day or two. I will submit additional comments at that time.

This is a second response from our dealership being provided to Revdex.com concerning the issue [redacted] has brought forward about replacement keys for her 1999 Toyota Solara model. I have attached a copy of my first correspondence sent to Ms. Blancarte via email.It will be helpful to understand that Ms. [redacted] 1999 Toyota Solara has an early type II internal immobilizer; to replace keys for this model year involves replacing the ECM (computer). In June of 2013 when we replaced her keys the first time, the total cost was $309.58. At that time Toyota had a program which provided Dealerships with that essential ECM part. A copy of her Repair Order is attached for your review.On November 18, 2014, Toyota sent Dealerships their “Parts & Accessory News Today” Bulletin (copy attached) that this program would end effective December 8, 2014. Therefore, our Dealership can no longer obtain the ECM at no charge.As my first email response mentions, it is our understanding there are some qualified Locksmiths or Programmers who have met the TMS (Toyota Motor Sales) requirements for ECM programming. However, we are not aware of any in the Flagstaff area or elsewhere in Arizona.When her son called our Dealership recently for pricing to get a key replacement, the Service Writer mentioned it would be an estimated cost of “…at least $700.00 and perhaps more…” but he needed to check the official Parts Guide. As it turns out, the ECM part her model needs is $1236.21 + $110.00/adjusted labor + $45.90 for each key. I have attached a copy of the quote for your review. We have adjusted the total labor cost and assured her that a second key could be programmed at no added cost.While we appreciate Ms. [redacted] feelings about the cost to replace her key/s, our Dealership is in a situation where “our hands are tied” so to speak. The final quote after consulting the official Parts Guide pricing is significantly higher than what she paid for the same service back in 2013 because the ECM replacement program is no longer available from the Toyota Company.

Thank you for giving us the opportunity to address issues brought forward by Ms. [redacted] relating to her experience at our dealership. I have met with Management and Joey Gonzales, the Sales Associate involved, and I have the following information to provide. Ms. [redacted] came to our dealership on January 10, 2017, seeking to trade in her 2008 Tacoma model with over 134,000 miles/odo for a newer preowned model. One feature she required was manual transmission on the truck she would consider. Our dealership is one of 30 Findlay Auto “stores” and we have access to used inventory at these “sister” locations. We offered to search our other properties for “just the right truck” for her. It is a challenging model to locate and she was aware it could take time. We provided Ms. [redacted] with a “loaner” Tacoma model that day for her to use during our search. Sales Associate, Joey Gonzales, helped Ms. [redacted] transfer all her belongings out of her truck and placing them into the loaner truck. He said she mentioned to be sure she got the “bike rack” and she was referring to a board that was just setting in the bed of the truck. He assisted moving it and placing it in the loaner truck along with her other items. After approximately 2 or 3 weeks, we had not been able to locate “just the right truck” for Ms. [redacted] and she chose to unwind her sales deal and wanted her Tacoma back. Joey drove her Tacoma to her in Sedona and exchanged it for the loaner she had been using. At the time of the exchange, Ms. [redacted] walked around her truck to “look it over” and made no comment about scratches or damage on it. Ms. [redacted] mentions in the “Complaint Background” she talked to the Company 2/13/2017. It was, in fact, on 2/16/2017 she sent a text to Joey stating her bike rack, valued at $160, was missing. She also sent him a text 2/24/2017 stating there were scratches on her truck and what were we going to do about it. He replied to this asking why it took her a week to let him know. She never responded. We didn’t lose Ms. [redacted]’s bike rack because there wasn’t one left in her truck. Regarding the scratches she mentions, it is unlikely anything like that would have occurred on our lot. We have a secure locked area where customer’s vehicles are kept. Joey didn’t notice any when he returned the ’08 Tacoma to her 9 weeks ago, and Ms. [redacted] didn’t make any comment about scratches at the time. Copies of text communication between Ms. [redacted] and Joey Gonzales can be provided upon request.

I find it highly irritating that the return of my car will now interfere with my college finals.  I do not see why more is being done to return my vehicle, which is supposedly an hour and a half away.

Thank you for forwarding the ads from [redacted]

regarding the 2003 Mustang Cobra that he purchased from Findlay Toyota

Flagstaff in October 2013. We have reviewed the ads; however, these ads were

posted on Craigslist by the previous owner and not by Findlay Toyota Flagstaff

for our website.

After further investigation, it is now our understanding that

the previous owner had the transmission 

brought up to what he considered was “viper specifications” at a service

facility in New Mexico; this work was done prior to trading it in to our

dealership. This transmission work involved changing certain fittings from

plastic to all brass.  The repair order, showing

that he paid $1500 to have this work done, is available.

It is also now our understanding that, before Mr. [redacted] took

delivery of the Mustang, he and the former owner had a discussion about all

work done at the service facility in New Mexico; he was given a complete

description of everything that was done and the cost factor of $1500. Mr. [redacted]

chose to proceed with the transaction.

TO: Revdex.com
FROM: Sheila D[redacted], Customer Relations Manager
The customer will be contacted this morning to resolve her concerns, answer any questions, and assure her that she is a valued customer.

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have attached the ads.

Regards,

They have offered no resolution

We want to see the ad posted by our dealership, Findlay Toyota Flagstaff, to which Mr. [redacted] is referring, please.