Findlay Toyota Group

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

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.

Review: Own a 1999 Toyota Solara, lost the keys one time before, was charged 309.00 for new key. Today, same car, lost keys again. My son called Findlay Toyota to get a price on making a new ignition key, he was quoted $700, I called Toyota back, spoke with [redacted], informed him this car had been to this dealership before for the exact same issue and we were not charged $700, nor did we need a new computer. [redacted] looked up our records, saw we had been there before, then he quoted me $110 to reprogram a key to the computer and $45 to cut a new key. He informed me that he did have the key in stock and it could be done today. I informed him that we would have the car towed over today to get it done. I called my son back to have him tow the car in and right before the tow company was going to tow the car he my son was told it was going to be $700, not the $155 as previously quoted. When I got home, I called Toyota to see what was going on. I spoke with [redacted], the Operations Director, [redacted] told me last time we were in was 06/13 and we paid $309. He went on to tell me Toyota used to have a program where they would mail out a new computer for no charge and that program is no longer in existence. He could not give me a price. [redacted] told me he was going to run some numbers and call me back. When [redacted] called me back, the price went from $700 to $1506.87. When there are no keys present, you can not "reseed the computer" [redacted] went on to say the break down is as follows: $1236.21 for the computer, $110.00 for labor and $45.90 to cut the key....that totals 1393.11 according to my math however, [redacted]'s math totals $1506.87.

I did call other dealerships in TX and NV and was told I did not need a new computer.Desired Settlement: Honor the $155.00 initially quoted. Contact Toyota corp for a courtesy computer if indeed my Toyota needs a new computer.

Business

Response:

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

Consumer

Response:

They have offered no resolution

Business

Response:

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.

When the transmission went out on our 86 Ford Bronco, we were worried about how we could afford a new used car. We didn't have a lot of money, but needed something reliable, affordable, and maybe just a bit nicer than what we had. We contacted Findlay Toyota, and arranged to test drive a car we thought we could afford. Unfortunately, when we arrived, the car had been sold. We were very disappointed, until we spoke with one of their salesmen, [redacted]. Mr [redacted] listened to out needs and concerns, but we did not find anything that day. The next day, Mr. [redacted] called us to tell us he thought he had found something for us. As we had no transportation, Mr. [redacted] brought the car to our home. He even picked my husband up from the hospital. He had the Kelley Blue Book, and Carfax with him, and had negotiated a price within our budget. He helped us every step of the way, and followed up to make sure all our needs were met. I would highly recommend Findlay Toyota, and more so [redacted], for anyone looking to get a quality auto at a fair price, without the pressure or drama.

I purchased my car at this dealership in 2010 and have taken my car there for service since then. I took my car there for an oil change recently and was told by [redacted] that I needed all four struts replaced because they were leaking and it would cost me $1,600. I told him no. I was on my way to California two days later and took my car to my son's mechanic in Costa Mesa, CA--a mechanic who used to train mechanics. He checked out my car and said there was nothing wrong with the struts. There were other reasons I was suspicious of what [redacted] told me and am glad I listened to my gut. Please find a good mechanic and always get a second opinion.

I hate this dealership and the people I have met there. My car broke down in flagstaff and they expected me to bring my car to them even though I am from Phoenix and unfamiliar with Flagstaff.I ended up getting a rental car from them and they took all my belongings out of my car ( without my knowledge or consent) and into the rental car and that vechile got stolen. And they have the nerve to blame me even though I am on surveillance at the casino and the airport and it proves that I am not the thief. In short, I would not buy a flea from them and I tell everyone I know as long as I live of all my negative experiences.

Review: I got a call yesterday from [redacted] Auto Loans, because I recently purchased a used car from Findlay Toyota, Flagstaff. It was just to establish bill pay. When I asked how much to payoff my loan in March, I was surprised. It was the same amount that was the purchase price. I called the dealership to ask about this and was put on hold for the longest time, I hung up and called back. Then it was voicemail, or they were currently helping other customers. I left a two voice messages, a text message and have not been contacted back. My two week grace period is almost up. I just want to know what is going on with my purchase. They were very helpful while I was purchasing , but now the receptionists are getting snappy and just hanging up on me.Desired Settlement: I hope to resolve this issue so I can keep my car, or if not return the car and get my deposit back. I am a full-time Bachelor student and I am trying to resolve this so I can concentrate on my studies.

Business

Response:

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.

Review: Purchased a 2003 Ford Mustang Cobra from Findlay Toyota in Oct 2013. The ad stated that the car had a new viper spec transmission which retails at $1500 higher than a stock transmission. We paid $23500 which was over blue book because of this detail knowing that it had a 6 speed viper spec transmission installed. We took it to a shop after the transmission start exhibiting problems. The shop found that the transmission was stock and not a viper spec transmission. There were other little things within the ad that turned out to be false as well.

We have screen shots of the ad for proof.Desired Settlement: We would like to be compensated for the difference of the transmissions in the amount of $1500. This would then make the sale price of the vehicle more true.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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.