Dear Ms [redacted] On 9-22-the customer brought into our shop his Toyota Camry for a suspension complaint We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assemblywe installed all needed parts and test drove to complete job when customer picked up car he returned on same day saying that a check engine light was onWe gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functionsNone of these were related to previous complaints The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped togethersome wires were not attached to the boxWhen asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accidentWe informed customer that it needed a new wiring harness and fuse box to correct problem He authorized us to repair Parts were ordered and installedwhen proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier statedThat repair was also donethe customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time The customer has obtained or purchased this vehicle that, according to [redacted] , has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle In checking [redacted] it shows that through owners of this car, it has had recordable accidents When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problemsThe reason it took so long to fix was the parts were on national back order which is a common problem on certain parts In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand newAnd even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire timeReplacing sensors, wires and other computer centered features is not a quick fix WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage Respectfully, [redacted] General Manager PSas I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had
Dear Revdex.com: While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us The customer brought their vehicle in on 11/29/to Joseph Toyota to be diagnosed for a check engine light, a VSC light and TRAC light being illuminated on dashWhen hooked into our computers for diagnosis, the reading came back as an internal transmission slippageThis code recommends a transmission replacement, which the customer had been quoted $to replaceSince the vehicle had miles, it was out of factory warrantyWe discussed with Toyota and was able to obtain $from Toyota to go toward repair The customer refused any further diagnosis or repair and took the vehicle home On 12/13/the vehicle was towed to ***'s Toyota to examine after vehicle stopped shifting gearsGetting the same computer readings that we got here weeks earlier, ***'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission The customer authorized them to repair the transmission for a cost of $ On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to [redacted] ToyotaAs a goodwill gesture, we refunded the diagnostic charges Joseph Toyota did the same diagnosis as [redacted] ToyotaThe difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to ***, allowing them to find a different problem that caused the issue from the beginning If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that [redacted] found and fixed the vehicle for the same amount We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges Joseph Toyota has always prided itself in taking care of the customer in every way possibleIn this situation(as many are today) we were relying on computer information to diagnose the situationsometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain Again, if the customer would have authorized further diagnosis, then we would have found the same thing [redacted] Toyota found (after they got the same readings we did and concurred the diagnosis)The customer knew they had an issue with the transmission when they left here and decided to drive it anywayThe fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it respectfully submitted, [redacted] General manager joseph Toyota
in reference to ID [redacted] no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistakeMy service director was off ill when the customer first emailed him and the email went unnoticed that was second mistakeThe first mistake was a failure by a technician to properly finish his assignment My service director has called the customer, and we have sent a check to her for the amount requested She has been a good customer of ours for years and we hope she will return But either way, it was the right thing to do to reimburse the customer respectfully submitted [redacted] General manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268189, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is not true that they asked for my authorization to look into the matter more As a matter of fact, I questioned them the day I initially brought it in and when I spoke to the assistant service manager and asked if it could possibly be something else and that this didn't make sense, he stated no, that it was definitely the transmission and advised me to call Toyota Corporation because this should not have happened and did not once ask me to bring it back to do a further diagnosis
I called them several times the following week and they were adamant each time that it was definitely the transmission and not once did they offer for me to bring it back and look into it further I kept stating to them that it didn't make sense That is why we took it somewhere else to get a second opinion I am appalled that they would state that they gave me an opportunity for them to look into it further As a matter of fact after the repair at ***'s Toyota I had written a letter to Joseph Toyota and Toyota Corporation expressing my concerns and asking for the reimbursement I received a call from *** Wanamaker (who claimed to be a transmission expert) from Joseph Toyota and he was still adamant that ***'s just did a temporary fix and that I would definitely still need a new transmission So for them to say that they gave me an opportunity to do further diagnosis is not trueAfter driving the car for almost a year later now which included a trip to *** and a trip to *** *** and several trips to South Bend, *** to see our daughter and driving it miles a day back and forth to work it is still running good (with the original transmission)
Several months after ***'s fixed it, I again called Joseph Toyota and spoke to *** Wanamaker and again he claimed to be a transmission expert and still insisted that I was still going to need a new transmissionI believe his exact words were "I'm telling you, you will need a new transmission"This sort of action needs to be stopped How many other people have they done this to? All I'm asking is to be reimbursed for the repair and the towI'm just glad that I didn't spend $for a new transmission that I didn't need
Regards,
*** ***
Revdex.com
Cincinnati Revdex.com
*** ***
*** *** ***
***
To: *** ***
Upon receiving the complaint from the Revdex.com I immediately emailed the customer to request a face to face meeting to discuss his concerns, since
this was the first time we had any knowledge of his dissatisfaction
The customer came in on Monday March 2nd. In the meeting was myself (general manager) my service director and my service manager. We sat and listened to the customer’s concerns and then asked some questions to better clarify his story so we could try and come to an understanding.
In his concerns about being overcharged for time, we tried to explain to him that we use (like all dealerships) a third party guide for mechanical work, based on the diagnostics of the customer or the technician. This information is fed directly from the guide through our computer. In his case the guide projected hours, that also included work on the throttle body as well, not just the part in questionThe customer still felt we were charging too much labor after the explanation.
In his concerns about the ABS light coming on, the customer explained how it came on intermittently @3-months after the first repair in our service departmentThinking he couldn’t afford to pay us more money to repair it, he chose to go to a smaller shop, up near Hamilton if I recall, to let them work on itThey replaced the rear struts. After that service, the ABS light came on and stayed on. At that point he decided to have himself and his father look at the car, and found that the ABS wire had been disconnectedHe wasn’t aware that when you work on rear struts, the ABS switch is very easy to disconnect at that time. Instead, the customer believes that we were responsible for the disconnected wireIf it had been disconnected before he took it to the shop, the light would be on continuously. He stated that it was intermittent earlier. Obviously the customer didn’t understand or agree
Bottom lineWe warranty our service work for months, regardless of mileage. If the customer would have come back to us when he first had more issues, we would have inspected it for free to see what the issue was and if it was related to the work done earlier, we would have fixed it for free. He made the decision to go somewhere else for repairsWe have no idea who worked on it, how they worked on it, or if they were qualified to work on it. The problem not only existed but
got worse after they worked on it as wellThe customer had clearly stated in his letter to you that he would never do business with us again. It could have all been repaired if he had come back to us and given us the opportunity to do the job under warranty
Our company has always put the customer’s needs and satisfaction first. That’s is why we have the strong positive reputation throughout the communityLike any business that does mechanical work for customers, we are not perfectWe have made mistakes and unfortunately will probably make more in the future. But we deserve, like everyone else, to have the opportunity to amend a mistake (IF a mistake had been made at all) before cases like this occur
It is for that reason that we could not agree with the customer to refund him $512.50.
Respectfully submitted,
*** ** ***
*** ***
*** ***
Dear Revdex.com:
While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us.
The customer brought their vehicle in on 11/29/to Joseph Toyota to be diagnosed for a
check engine light, a VSC light and TRAC light being illuminated on dashWhen hooked into our computers for diagnosis, the reading came back as an internal transmission slippageThis code recommends a transmission replacement, which the customer had been quoted $to replaceSince the vehicle had miles, it was out of factory warrantyWe discussed with Toyota and was able to obtain $from Toyota to go toward repair. The customer refused any further diagnosis or repair and took the vehicle home
On 12/13/the vehicle was towed to ***'s Toyota to examine after vehicle stopped shifting gearsGetting the same computer readings that we got here weeks earlier, ***'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission. The customer authorized them to repair the transmission for a cost of $455.
On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to *** ToyotaAs a goodwill gesture, we refunded the diagnostic charges.
Joseph Toyota did the same diagnosis as *** ToyotaThe difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to ***, allowing them to find a different problem that caused the issue from the beginning. If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that *** found and fixed the vehicle for the same amount. We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges
Joseph Toyota has always prided itself in taking care of the customer in every way possibleIn this situation(as many are today) we were relying on computer information to diagnose the situationsometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain. Again, if the customer would have authorized further diagnosis, then we would have found the same thing *** Toyota found (after they got the same readings we did and concurred the diagnosis)The customer knew they had an issue with the transmission when they left here and decided to drive it anywayThe fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it
respectfully submitted,
*** ** ***
General manager joseph Toyota
in reference to ID ***
no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistakeMy service director was off ill when the customer first emailed him and the email went unnoticed. that was second mistakeThe first mistake was a
failure by a technician to properly finish his assignment. My service director has called the customer, and we have sent a check to her for the amount requested. She has been a good customer of ours for years and we hope she will return. But either way, it was the right thing to do to reimburse the customer
respectfully submitted
*** ***
General manager
To Whom It May Concern: We received notification from *** *** *** on Thursday, July 23, of *** *** passing. When we receive notification from the funeral homes, we receive the time and date of the planned service. In turn, we notify the funeral home at that
time if there will be any additional fees that need to be paid whether it is an interment/entombment fee or a charge for a Saturday service. All of the funeral homes in the area are aware of our pricing structure and are given a copy of that pricing which includes our interment/entombment fees and fees for services if they are outside of the weekday schedule so that they may inform the families that they are assisting. The burial was finalized with *** *** *he same day that we received notification from *** *** *** on July 23, 2015. When *** *** met with the staff at the cemetery, he had ample time to reschedule the service for a Monday through the funeral home. *** *** states that when he was at *** *** *** in March to finalize the arrangements for his father, we had “ample occasion” to advise him that there would be charges for a burial on Saturday. *** *** *ather passed away on the 5th of March which was a Thursday, he came in on Friday, the 6th to finalize the arrangements for his father’s burial which was taking place on Monday, March 9th. We handle each burial on an individual basis and since the burial of his father was taking place on a weekday time, there would be no need to discuss the fees of a Saturday burialWe do not give out the names of our Board members to the public and our staff did inform him to write to the Board regarding this issue which is our policy. As I work directly with the Board, I have received no correspondence from *** *** nor any other form of communication regarding his problem with paying our Saturday fees. Also, we are not the only cemetery in the area that charges additional fees for Saturday burialsSincerely, *** *** Administrator
As General Manager I was shocked and embarrassed to receive the complaint from the customerIt was the first I had heard of the problem. I immediately looked into the matter and found that a mistake had been made in the initial quote of payments to the customer, both in rate and in
term. With both senior management in that department gone, the assistant manager failed to react in a way that we would prefer, which is taking care of the customer, even when a mistake has occurred. after meeting with the salesperson and manager, it was easy to see that this mistake needed to be correctedI then called the customer and apologized for the incident, and offering to deliver the car to her at the original agreed upon offer. Regardless of the cost to the dealership (which is substantial) it is the right move to makeI believe that all people will make mistakes, but what is remembered is how you took care of that mistake.
After a long talk with customer she told me that she would call me back after discussing with husband to see if they would accept my offerI agreed to hold car for her for a couple of days until she got back to me
Respectfully submitted,
*** ** ***
General manager
Joseph Toyota of Cincinnati
Dear Ms. ***
On 9-22-the customer brought into our shop his Toyota Camry for a suspension complaint. We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assemblywe installed all needed parts and test drove to complete
job. when customer picked up car he returned on same day saying that a check engine light was onWe gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functionsNone of these were related to previous complaints. The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped togethersome wires were not attached to the boxWhen asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accidentWe informed customer that it needed a new wiring harness and fuse box to correct problem. He authorized us to repair. Parts were ordered and installedwhen proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier statedThat repair was also donethe customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on. WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time
The customer has obtained or purchased this vehicle that, according to ***, has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle. In checking *** it shows that through owners of this car, it has had recordable accidents. When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problemsThe reason it took so long to fix was the parts were on national back order which is a common problem on certain parts In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand newAnd even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire timeReplacing sensors, wires and other computer centered features is not a quick fix. WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage
Respectfully,
*** * ***
General Manager
PSas I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Dear Ms [redacted] On 9-22-the customer brought into our shop his Toyota Camry for a suspension complaint We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assemblywe installed all needed parts and test drove to complete job when customer picked up car he returned on same day saying that a check engine light was onWe gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functionsNone of these were related to previous complaints The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped togethersome wires were not attached to the boxWhen asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accidentWe informed customer that it needed a new wiring harness and fuse box to correct problem He authorized us to repair Parts were ordered and installedwhen proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier statedThat repair was also donethe customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time The customer has obtained or purchased this vehicle that, according to [redacted] , has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle In checking [redacted] it shows that through owners of this car, it has had recordable accidents When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problemsThe reason it took so long to fix was the parts were on national back order which is a common problem on certain parts In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand newAnd even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire timeReplacing sensors, wires and other computer centered features is not a quick fix WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage Respectfully, [redacted] General Manager PSas I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had
Dear Revdex.com: While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us The customer brought their vehicle in on 11/29/to Joseph Toyota to be diagnosed for a check engine light, a VSC light and TRAC light being illuminated on dashWhen hooked into our computers for diagnosis, the reading came back as an internal transmission slippageThis code recommends a transmission replacement, which the customer had been quoted $to replaceSince the vehicle had miles, it was out of factory warrantyWe discussed with Toyota and was able to obtain $from Toyota to go toward repair The customer refused any further diagnosis or repair and took the vehicle home On 12/13/the vehicle was towed to ***'s Toyota to examine after vehicle stopped shifting gearsGetting the same computer readings that we got here weeks earlier, ***'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission The customer authorized them to repair the transmission for a cost of $ On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to [redacted] ToyotaAs a goodwill gesture, we refunded the diagnostic charges Joseph Toyota did the same diagnosis as [redacted] ToyotaThe difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to ***, allowing them to find a different problem that caused the issue from the beginning If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that [redacted] found and fixed the vehicle for the same amount We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges Joseph Toyota has always prided itself in taking care of the customer in every way possibleIn this situation(as many are today) we were relying on computer information to diagnose the situationsometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain Again, if the customer would have authorized further diagnosis, then we would have found the same thing [redacted] Toyota found (after they got the same readings we did and concurred the diagnosis)The customer knew they had an issue with the transmission when they left here and decided to drive it anywayThe fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it respectfully submitted, [redacted] General manager joseph Toyota
in reference to ID [redacted] no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistakeMy service director was off ill when the customer first emailed him and the email went unnoticed that was second mistakeThe first mistake was a failure by a technician to properly finish his assignment My service director has called the customer, and we have sent a check to her for the amount requested She has been a good customer of ours for years and we hope she will return But either way, it was the right thing to do to reimburse the customer respectfully submitted [redacted] General manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10268189, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is not true that they asked for my authorization to look into the matter more As a matter of fact, I questioned them the day I initially brought it in and when I spoke to the assistant service manager and asked if it could possibly be something else and that this didn't make sense, he stated no, that it was definitely the transmission and advised me to call Toyota Corporation because this should not have happened and did not once ask me to bring it back to do a further diagnosis
I called them several times the following week and they were adamant each time that it was definitely the transmission and not once did they offer for me to bring it back and look into it further I kept stating to them that it didn't make sense That is why we took it somewhere else to get a second opinion I am appalled that they would state that they gave me an opportunity for them to look into it further As a matter of fact after the repair at ***'s Toyota I had written a letter to Joseph Toyota and Toyota Corporation expressing my concerns and asking for the reimbursement I received a call from *** Wanamaker (who claimed to be a transmission expert) from Joseph Toyota and he was still adamant that ***'s just did a temporary fix and that I would definitely still need a new transmission So for them to say that they gave me an opportunity to do further diagnosis is not trueAfter driving the car for almost a year later now which included a trip to *** and a trip to *** *** and several trips to South Bend, *** to see our daughter and driving it miles a day back and forth to work it is still running good (with the original transmission)
Several months after ***'s fixed it, I again called Joseph Toyota and spoke to *** Wanamaker and again he claimed to be a transmission expert and still insisted that I was still going to need a new transmissionI believe his exact words were "I'm telling you, you will need a new transmission"This sort of action needs to be stopped How many other people have they done this to? All I'm asking is to be reimbursed for the repair and the towI'm just glad that I didn't spend $for a new transmission that I didn't need
Regards,
*** ***
Revdex.com
Cincinnati Revdex.com
*** ***
*** *** ***
***
To: *** ***
Upon receiving the complaint from the Revdex.com I immediately emailed the customer to request a face to face meeting to discuss his concerns, since
this was the first time we had any knowledge of his dissatisfaction
The customer came in on Monday March 2nd. In the meeting was myself (general manager) my service director and my service manager. We sat and listened to the customer’s concerns and then asked some questions to better clarify his story so we could try and come to an understanding.
In his concerns about being overcharged for time, we tried to explain to him that we use (like all dealerships) a third party guide for mechanical work, based on the diagnostics of the customer or the technician. This information is fed directly from the guide through our computer. In his case the guide projected hours, that also included work on the throttle body as well, not just the part in questionThe customer still felt we were charging too much labor after the explanation.
In his concerns about the ABS light coming on, the customer explained how it came on intermittently @3-months after the first repair in our service departmentThinking he couldn’t afford to pay us more money to repair it, he chose to go to a smaller shop, up near Hamilton if I recall, to let them work on itThey replaced the rear struts. After that service, the ABS light came on and stayed on. At that point he decided to have himself and his father look at the car, and found that the ABS wire had been disconnectedHe wasn’t aware that when you work on rear struts, the ABS switch is very easy to disconnect at that time. Instead, the customer believes that we were responsible for the disconnected wireIf it had been disconnected before he took it to the shop, the light would be on continuously. He stated that it was intermittent earlier. Obviously the customer didn’t understand or agree
Bottom lineWe warranty our service work for months, regardless of mileage. If the customer would have come back to us when he first had more issues, we would have inspected it for free to see what the issue was and if it was related to the work done earlier, we would have fixed it for free. He made the decision to go somewhere else for repairsWe have no idea who worked on it, how they worked on it, or if they were qualified to work on it. The problem not only existed but
got worse after they worked on it as wellThe customer had clearly stated in his letter to you that he would never do business with us again. It could have all been repaired if he had come back to us and given us the opportunity to do the job under warranty
Our company has always put the customer’s needs and satisfaction first. That’s is why we have the strong positive reputation throughout the communityLike any business that does mechanical work for customers, we are not perfectWe have made mistakes and unfortunately will probably make more in the future. But we deserve, like everyone else, to have the opportunity to amend a mistake (IF a mistake had been made at all) before cases like this occur
It is for that reason that we could not agree with the customer to refund him $512.50.
Respectfully submitted,
*** ** ***
*** ***
*** ***
Dear Revdex.com:
While I sympathize with the customer's complaint, I am certain that Joseph Toyota responded professionally and diagnosed properly according to the Toyota computer readout available to us.
The customer brought their vehicle in on 11/29/to Joseph Toyota to be diagnosed for a
check engine light, a VSC light and TRAC light being illuminated on dashWhen hooked into our computers for diagnosis, the reading came back as an internal transmission slippageThis code recommends a transmission replacement, which the customer had been quoted $to replaceSince the vehicle had miles, it was out of factory warrantyWe discussed with Toyota and was able to obtain $from Toyota to go toward repair. The customer refused any further diagnosis or repair and took the vehicle home
On 12/13/the vehicle was towed to ***'s Toyota to examine after vehicle stopped shifting gearsGetting the same computer readings that we got here weeks earlier, ***'s had to go further into the diagnosis (as we asked the customer to allow us to do) and found that that there was a transmission speed sensor wiring issue internally in the transmission. The customer authorized them to repair the transmission for a cost of $455.
On that same day, the customer filed a complaint with Toyota that we misdiagnosed their vehicle, requesting a refund of the diagnostic charges and the tow bill to *** ToyotaAs a goodwill gesture, we refunded the diagnostic charges.
Joseph Toyota did the same diagnosis as *** ToyotaThe difference being that since the vehicle was not drivable, they had no choice but to authorize further diagnosis to ***, allowing them to find a different problem that caused the issue from the beginning. If Joseph Toyota had been given that authorization when we asked for it back on 11/29/2013, we would have found the same problem that *** found and fixed the vehicle for the same amount. We did refund to the customer the diagnostic fee but we do not feel that we are responsible for the towing or any other charges
Joseph Toyota has always prided itself in taking care of the customer in every way possibleIn this situation(as many are today) we were relying on computer information to diagnose the situationsometimes you have to spend more time to dig deeper to find the root of problems, and if the customer is not willing to accept the expense of the extra diagnosis, then we cannot always be absolutely certain. Again, if the customer would have authorized further diagnosis, then we would have found the same thing *** Toyota found (after they got the same readings we did and concurred the diagnosis)The customer knew they had an issue with the transmission when they left here and decided to drive it anywayThe fact they had to tow it a long way to another Toyota store should have never happened, if they would have allowed us to continue with it
respectfully submitted,
*** ** ***
General manager joseph Toyota
in reference to ID ***
no one likes to admit that they made a mistake with a customer, but in this case, the truth is, we made a mistakeMy service director was off ill when the customer first emailed him and the email went unnoticed. that was second mistakeThe first mistake was a
failure by a technician to properly finish his assignment. My service director has called the customer, and we have sent a check to her for the amount requested. She has been a good customer of ours for years and we hope she will return. But either way, it was the right thing to do to reimburse the customer
respectfully submitted
*** ***
General manager
To Whom It May Concern: We received notification from *** *** *** on Thursday, July 23, of *** *** passing. When we receive notification from the funeral homes, we receive the time and date of the planned service. In turn, we notify the funeral home at that
time if there will be any additional fees that need to be paid whether it is an interment/entombment fee or a charge for a Saturday service. All of the funeral homes in the area are aware of our pricing structure and are given a copy of that pricing which includes our interment/entombment fees and fees for services if they are outside of the weekday schedule so that they may inform the families that they are assisting. The burial was finalized with *** *** *he same day that we received notification from *** *** *** on July 23, 2015. When *** *** met with the staff at the cemetery, he had ample time to reschedule the service for a Monday through the funeral home. *** *** states that when he was at *** *** *** in March to finalize the arrangements for his father, we had “ample occasion” to advise him that there would be charges for a burial on Saturday. *** *** *ather passed away on the 5th of March which was a Thursday, he came in on Friday, the 6th to finalize the arrangements for his father’s burial which was taking place on Monday, March 9th. We handle each burial on an individual basis and since the burial of his father was taking place on a weekday time, there would be no need to discuss the fees of a Saturday burialWe do not give out the names of our Board members to the public and our staff did inform him to write to the Board regarding this issue which is our policy. As I work directly with the Board, I have received no correspondence from *** *** nor any other form of communication regarding his problem with paying our Saturday fees. Also, we are not the only cemetery in the area that charges additional fees for Saturday burialsSincerely, *** *** Administrator
As General Manager I was shocked and embarrassed to receive the complaint from the customerIt was the first I had heard of the problem. I immediately looked into the matter and found that a mistake had been made in the initial quote of payments to the customer, both in rate and in
term. With both senior management in that department gone, the assistant manager failed to react in a way that we would prefer, which is taking care of the customer, even when a mistake has occurred. after meeting with the salesperson and manager, it was easy to see that this mistake needed to be correctedI then called the customer and apologized for the incident, and offering to deliver the car to her at the original agreed upon offer. Regardless of the cost to the dealership (which is substantial) it is the right move to makeI believe that all people will make mistakes, but what is remembered is how you took care of that mistake.
After a long talk with customer she told me that she would call me back after discussing with husband to see if they would accept my offerI agreed to hold car for her for a couple of days until she got back to me
Respectfully submitted,
*** ** ***
General manager
Joseph Toyota of Cincinnati
Dear Ms. ***
On 9-22-the customer brought into our shop his Toyota Camry for a suspension complaint. We found that the vehicle needed rear struts and rear stabilizer links as well as a left rear carrier sub assemblywe installed all needed parts and test drove to complete
job. when customer picked up car he returned on same day saying that a check engine light was onWe gave customer a loaner car and inspected vehicle to find that the diagnostic computer showed several codes showing problems with hybrid controls, ABS/VCS and TRAC functionsNone of these were related to previous complaints. The problems were traced to the fuse box at which we discovered that the some of the wires going to the box had been cut and taped togethersome wires were not attached to the boxWhen asked about this, the customer told us that they had someone else attempt to install a fuse box after the vehicle was badly damaged in an accidentWe informed customer that it needed a new wiring harness and fuse box to correct problem. He authorized us to repair. Parts were ordered and installedwhen proper wiring was connected, another sensor malfunction showed on computer that an airbag sensor was also not operating properly due to the wiring harness problem earlier statedThat repair was also donethe customer picked car up and a few hours later returned and stated that the the hybrid system warning light was on. WE scanned the system to find open circuit in left front air bag sensor and replaced it, turning off all warning lights at that time
The customer has obtained or purchased this vehicle that, according to ***, has a branded title, showing Rebuilt salvage, which is only obtained after severe total loss damage to vehicle. In checking *** it shows that through owners of this car, it has had recordable accidents. When you take ownership of a car that has had this much damage to car, in nearly every side of vehicle, and you have unqualified people working on wiring harnesses, and installing them incorrectly, you are going to have continued problemsThe reason it took so long to fix was the parts were on national back order which is a common problem on certain parts In the two weeks that the parts took to get in, the customer was provided with a loaner car that was nearly brand newAnd even if they feel that the repair shouldn't have taken as long as it did, they were driving a much nicer car than theirs the entire timeReplacing sensors, wires and other computer centered features is not a quick fix. WE stand by our diagnosis on this car which will probably continue to have problems caused by previous damage
Respectfully,
*** * ***
General Manager
PSas I checked with service before sending this on final questions, I learned that the customer has already brought back car to have us repair a tail light that due to replacing the entire back truck lid, the wires didn't match up to what the car already had
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***