Mrs. Winner's Chicken

We are in receipt of Mr [redacted] complaintWe apologize for any confusion as it is our goal that our customers are never confused about what was offered or purchased at our dealership This response is from our service department“ [redacted] Camry was initially towed in on 08/16/ in the eveningWhen I spoke to [redacted] he stated that the steering wheel light with an exclamation point came on when driving and he was having difficulty steeringHe turned the car off and it would not turn back onUpon inspection we found that the battery was at 29/ampsWe did not see exclamation point light on instrument clusterWe replaced battery, test drove, rechecked battery and everything was okNo lights were on, alternator or steering wheel lightWe did not charge customer any diagnostic fee for this service; we felt it unnecessary and wanted to provide better customer satisfaction since all indications pointed towards the issue being related to the batteryAll we charged the customer was for the battery and installationThe total charge was $The customer returned on the 20th of August stating the vehicle lost power steering and then shut offI told [redacted] that I would not charge him for the diagnostic to look at the car againAfter inspection the following day, we found that the alternator was failingAn uncommon occurrence for a Camry, but it does happenThe part was not even in our local distribution center [redacted] was upset and felt that he shouldn’t be charged for the repairOur service manager Brian spoke with him and they agreed that the customer would pay for the part and we would cover labor (a $savings between diagnostic and repair)We also expedited the part (a $charge) to our location and did not charge the customer for that eitherWe provided a complimentary loaner car on the last day (the 23rd of august) when the repair was taking longer than expected, as we had hoped to finish it in the morningThe intermittent failing alternator was the cause of the battery failing, therefore justifying the replacement of both componentsThe $no charge labor for the Alternator more than covers the cost of the battery therefore making it free The customer picked up the car that evening and was still not satisfied despite our best efforts to alleviate any more financial burdens and mend the relationship between us.” We sincerely appreciate the business Mr [redacted] and his family have given to us overThat being said, I see no liability on our partI do want to say that we are saddened and sorry that Mr [redacted] believes that we installed a battery that perhaps was not neededAs you can see we did more than cover the cost of the battery by not charging the $labor on the installation of the AlternatorI can see nowhere in the record that supports his claimI hope this clears it up for Mr [redacted] and we do wish that Mr [redacted] would remain one of our valued customersIf I can be of any further assistance, please don’t hesitate to call[redacted]

Good morningThis issue has been resolvedWe were able to get Toyota to Warranty the sunroof although in their opinion it was not a defectNo worries, all done.***

I am rejecting this response because:The offer that you want to refund me is dumbfoundingYou could have offered me from the beginning but you didntMy car was at your shop but it was waiting in the service department for at least an hourThe car being in your service department for hours doesn't mean the wait time counts.I know and quite frankly you know that no car that comes in has been seen by a mechanicWe check in and the car waits in the service department or they take it to the backRemember my family and I bought toyota cars from your dealershipI know for a fact a mechanics didn't touch my car for three hours.What I would like is to get the 60K maintenance and oil changes paid for [redacted]

Elk Grove Toyota did acknowledge to the customer that our technicians either left the oil cap off or loose causing the cap to fall off when the customer was in for serviceThe customer returned to Elk Grove Toyota to address the issue of the missing oil cap a couple hundred miles laterOur Service Manager informed the customer that this low amount of mileage driven without the oil cap would not harm the engineWe topped off the oil to the proper level, cleaned the engine to remove an oil residue caused by the missing cap and attempted to return the vehicle to the customerRegarding the revised paperwork, the customers accusations are incorrectOur Customer Relations Manager went to make copies of the customer's original Repair Order and was gone for a few minutesThe customer felt that during this time we were "revising" paperwork which did not happenAll original paperwork was returned to the customer prior to him leaving Elk Grove ToyotaRefunding the customer the purchase price of the vehicle is not a reasonable resolution to this matter as there is no damage to the vehicle or the engine from the missing oil capElk Grove Toyota fixed the issue and also offered some complimentary services to make up for our mistake and the customer has refused

The advertised price of $1,of the Certified Pre-Owned Toyota Yaris (stock # ***) was a mistakeThis vehicle should have been listed for sale at $12,If you were browsing our website, I'm sure you saw that we had two other Certified Pre-Owned Toyota Yaris for sale for
$12,(stock# *** *** ***)I understand that this may have caused you an inconvenience but in no way was this meant to mislead you or any other customersThis was simply a mistakeThis mistake was originally brought to our attention on 2/around 11:30am and was immediately corrected to display the correct price. It is never our intention to mislead customers and this instance is no differentThis was an honest mistake that was corrected immediately upon being brought to our attentionWe will be unable to sell the vehicle for the price you mention

Dear *** *** Thank you for notifying us of your complaintWe strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to knowWe’re sorry that you received service that prompted you to contact us with a complaint,
and we regret any inconvenience or frustration that your experience has caused youYour complaint confirms that you were in fact notified of our company’s stringent privacy policy, and we never received the required authorization from the vehicle owner to release any information to you that is covered by this policyWe understand your concern that you may have been billed for repairs not performed, however this is not the caseThe left front door in question was in fact disassembled and a refinish “blend” operation was performedThis involves partial color application to the panel in question due to the area of repairs needed on the rear door, in order to achieve a quality color match, followed by full clear coat of the outer panelThe fact that you feel this panel was not repaired is an indication of how well we performed our jobWe have photographs of the vehicle with the repairs completed and both doors disassembled for the refinish process, and can produce security footage of the vehicle being removed from our paint booth after the refinish operation was completedAgain, this information will be released upon receipt of authorization from the vehicle ownerThank you again for bringing these matters to our attentionSincerely, *** *** Elk Grove Toyota Body Shop Manager

I am rejecting this response because:Thank you for catching my mistakes onthe price but I was just giving the round about figure of the car.-we are not talking about the out the door price, what I wasasking is you guys promised to drop the sticker price of the car which youclearly didn’t and you even mentioned “A difference of $820.00. Obviously the $2,drop was what herequested in the out the door figure and we did accommodate his request.” sothank you for acknowledging thatAnd no, you guys didn’t drop the stickerpriceIt’s funny because you guys didn’t admit to all this with me over thephone when I was discussing this with you or ***.- I know I purchased an alarm, warranty...etc but we are nottalking about that SirNor are we talking about the trade, the down payment,0% financing + $cash back (which was the deal Toyota had on certain carsanyways at participating deal ships)*** and the sales manager said theywill drop the sticker price of the car which they didn’t and later I caughtthat.-Secondly if you are talking about all the final sales papersthan again for the 4th time I am requesting you guys to provide thedeal paper( the negotiation paper or the paper where it goes back and forthfrom the customer to the sales manager and sales person…I don’t know exactlywhat is that paper called)How come that wasn’t included in our final salespaper and when asked, *** said the sales manager lost itReally??? I havebought quite a few cars from you guys and so did my son, family and friends (***, *** ***, *** *** and myself)We have bought quite a few Camry’s,Avalon, Tacoma, Corolla) and with all these cars came with thenegotiation paper and other final documents as well…all the time-Thirdly I did mention to *** that the price of the carout the door is not what got negotiatedHe supposedly was to relay thatmessage to the managerI don’t know if he did or notI felt like I gotcheated!! which in all these years never happened, except the last time when I boughtmy Camry and traded in my Ford Focus which was interest free and you guyspaid off the remainder balance and attached it on my Camry’s finance withinterest, smart move!!I have worked with ***, ***, few of your sales managersthat are still thereAnd I just want a fair dealInstead of a difference of$like you said, it should have been a difference of $This wasthe deal on the table before we signed the final documentsAnd when we signedthe documents, I didn’t pay attention and got cheated.Thank you

Tell us why here
Mr*** purchased a Toyota Certified Used Toyota Camry Hybrid, Id# F* on 4/23/2011. The Toyota Certified used vehicle was eligible for New car coverage under the Certified Wrap extended Service agreement program. Because the vehicle was a
Toyota Certified used vehicle this program started from the in service date which is the original sale date of the vehicle. The in service date on this vehicle is 5/28/2008. The year or 125,mile program is not available for non-certified used vehicles, it is only available on New and Certified Used If the vehicle had not been certified there would have only been a year or 36,mile vehicle service agreement available with less component coverage. Again this is a special program for Toyota Certified used vehicles which starts from the first sale date. This is noted on the attached application form under the Agreement Effective Date. The seven year plan starts from this date. Mrwas informed of this date and received a copy with his signature
Along with a copy of the Vehicle Service Agreement Application at the time of delivery, Mr*** would have received the policy from Toyota Financial insurance services confirming the coverage and the in service date with a detail listing of all the covered components. The application Mr*** signed at the time he purchased the agreement discloses in detail the in service date and the relevance of this date with Certified Used vehicles confirming that the start date of the coverage is in fact the in service date of the vehicle
We are sorry that Mr*** is unhappy. We do however feel that the information was disclosed to Mr*** at the time of delivery along with a second notification from Toyota Motor Insurance Services with the Policy being mailing directly from them
Thank you,
*** ***
*** *** *** *** ***

I am rejecting this response because:*** ***, is a *** *** who does not understand customer service He states and insults as he states, he states not once but twice " Its Commonly, it so commonly" Dumbfounding comment from a GM “At the time of installation we would have swapped the
sensors from his original wheelsIt is commonly known that you simply take the
sensors off the old wheels and install them on the new. In fact it is so common that it’s almost like
it is known you have to put air in the tires.
No programming or additional work needed.If it was so common why didn't your employees state or advice me to do what you stated I told your employees I took my tires to America's Tire CompanyYour employees did not even take the sensors out of the car to check what year my sensors where made Do you have cameras can't you check? My tires are but the sensors per America's tire company who have stars out of reviews stated they did switch them I went to America's Tire Company and they gave me a bag which contained the old sensors, at the time when I went to Elk Groove as you read from my complaint I just wanted my light indicator off/Reset Thats all I wanted I didn't know that they change the sensors they just told me to go to your store to get reset because there is no TMPS reset in my car How does a GM write a letter to Revdex.com to insults customers, your service center has less then stars on yelp, most of the complaints are regarding the service department I know that they looked at my tires and saw and did not want to work on itThey did not even tell me that the sensors are mis matched nor the codes are wrong They didn't say anything all they said its not workingGo ahead *** ***, write me back and insult my intelligence. ***

I am rejecting this response because: I would like to see this photographs and any camera that recorded thisI do not believe you and I the owner of the vehicle felt the same wayprivacy of the owner's carIf the other party needs to see proof that you are doing the job you say are then that should be no problemIf this was another insurance company asking for photo confirmation of the status of the work being done that would be no problemIt is in fact the same difference since I have PAID for the work to be done

Dear ***, I apologize for your experience and any inconvenience this may have caused youWith the Tire and wheel protection it is stated under the Tire and Wheel Claim Procedure that the Tire and Wheel Protection documents must be presented to the dealership prior to any repairsIt is our
understanding that this was not mentioned until after the repairsAfter the repairs it was brought to our attention from you the consumer that there was a warrantyThe factory warranty does not cover Tire and WheelsI apologize if there was a miscommunication between a warranty and a tire and wheel protectionWe the dealership were not aware of the Tire and Wheel Protection that was purchased by the consumer from another dealershipI have attached a copy of the Tire and Wheel Claim Procedure that is on your Tire and Wheel Protection documentationWe did reach out to the Tire and Wheel Program on your behalf to try to get you refundedThey did decline the claim, due to the fact that you did not present the paper work before the repairAgain I truly apologize for any inconvenience this has caused you Sincerely, *** ***
Customer Relations Manager

Please see both documentsThe 1st Pdf is the cover letter and the 2nd Pdf is a copy of forms referenced in the cover letterI will try to include them here as well
Thanks Mark 8/11/2015 Good day, we are in receipt of MrLal’scomplaintWe apologize for any confusion and it is our goal that we don’t haveany confusion about what was offered or purchased by our customersWe realize that when purchasing a car the customer has alot of information to absorb and retainThe finance process can also add tothat. It is our sincere desire that ourcustomer understands everything about the purchase and financial obligationthey have agreed to and what other options are available to themAny offersthat we make to the customer are printed out and discussedThat way itminimizes any confusion for the customer as they not only hear what we areoffering but also can see it in writing. All of these forms shown to a customer are kept as part of our recordTheSales Manager that worked this deal has offered the following statement.Towhom it may concern:CustomerSator Lal purchased a new Toyota Camry SE model on May 16, 2015.Theoriginal price was $25,plus tax and MrLal wanted to trade in a car whichhe was asking $He also wanted to finance with the factory specialfinancing at 0% which also gives a factory rebate of $ Igave MrLal a printed proposal where I valued the trade at $4,and that lefta balance after all fees (out the door) of $23,The proposal also hadseveral payment options at 48, 60, and months as well as down paymentoptionsMrLal decided not to trade his car for $4,but instead offered toput cash downHe then negotiated with the salesperson to get the out thedoor balance reduced to $21,975. I adjustedthe selling price to $24,plus tax and license fees minus the $rebateand after his $5,cash down left the total financed at his request of $21,975.MrLal also received 0% financing for months with a payment of $366.25. I gave MrLal that information on a detailedbreakdown of our deal printout screen before he signed final paperwork. MrLal then went to the finance departmentto sign the final sales agreementHe then chose to purchase an extendedwarranty, an alarm system and add it to the financing making a final payment of$408.38. Acouple days later I spoke to MrLalHe had called and said that his son foundone online somewhere else at a lower price and wanted to renegotiate the deal,I told him that we do not renegotiate dealsHe never mentioned to me that hethought there was an error in the figures. Sincerely,JamesBlackstenSalesManagerElkGrove Toyota August4, 2015 Asyou will see the documents attached verify the above statement from JimBlackstenOnthe 1st form “Write up sheet” you will see;Box1, the original price of $25,820.00Box2, $asked for the trade.Box3, wants o% at months financing.The2nd form is the “Purchase Proposal”Boxthe customer chose no trade and $5,cash down instead.Boxis the offer of a $2,lower amount for the balance to be financed$23,975The3rd form is the “Deal Printout” from our computer screen.Boxis months at 0%.Boxis the down payment of $5,plus the $factory rebate.Boxis the balance MrLal negotiated of $21,975.30.Boxis the actual selling price ($24,964.75) before fees and down paymentThisis $off of the original price.Thelast form (pages) is the Sales Agreement.Boxis this same price of $24,on the Sales Agreement. Inclosing, MrLal states that the “sticker price will be dropped about $2,000.00or below, so from $25,to $22,- $23,000” once again the sticker pricewas $25,not $25,as MrLal statesA difference of $820.00.Obviously the $2,drop was what he requested in the out the door figure andwe did accommodate his request Ido want to say that we are saddened and sorry that MrLal believes that wemisled himI can see nowhere in the record that supports his claimI reallybelieve after the discussion on the out the door figure that was offered firstis possibly where he remembered a $2,price drop fromI hope this clears itup for MrLal and we do wish that MrLal would remain one of our valuedcustomersIf I can be of any further assistance please don’t hesitate to call. MarkFusselmanGeneralManager

I am rejecting this response because:Hello [redacted],It looks like we will be going in circles Sir.  And I don’t have that 1 paper. And as I said earlier [redacted] said he lost it. You can ask my daughter also. All the rest of the papers are with me. And yes, you are right Ishould have paid more attention to the paperwork and I will from now on.  And I will also try my best not to come to your dealership anymore nor send anyone there. I am done with you guys. The only person in loss is me but that’s OK. All you guys got your commissions so that’s that. Apparently being a long time customer doesn't mean anything.Have a blessed day to all of you.

I am rejecting this response because: They do not take responsibility for sending me to streets with car that broke down with in few days. It is shame for their service and Toyota that kind of new car broke down 2 times in one week. It is fight for their reputation and they have to feel more responsible for quality of their service, because second failure happened in heavy traffic and for that they have to  more responsibility. It is way of ignoring they customers[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Elk Grove Toyota did acknowledge to the customer that our technicians either left the oil cap off or loose causing the cap to fall off when the customer was in for service. The customer returned to Elk Grove Toyota to address the issue of the missing oil cap a couple hundred miles later. Our Service...

Manager informed the customer that this low amount of mileage driven without the oil cap would not harm the engine. We topped off the oil to the proper level, cleaned the engine to remove an oil residue caused by the missing cap and attempted to return the vehicle to the customer. Regarding the revised paperwork, the customers accusations are incorrect. Our Customer Relations Manager went to make copies of the customer's original Repair Order and was gone for a few minutes. The customer felt that during this time we were "revising" paperwork which did not happen. All original paperwork was returned to the customer prior to him leaving Elk Grove Toyota. Refunding the customer the purchase price of the vehicle is not a reasonable resolution to this matter as there is no damage to the vehicle or the engine from the missing oil cap. Elk Grove Toyota fixed the issue and also offered some complimentary services to make up for our mistake and the customer has refused.

We are in receipt of Mr. [redacted] complaint. We apologize for any confusion as it is our goal that our customers are never confused about what was offered or purchased at our dealership This response is from our service department. “[redacted] 2013 Camry was initially towed in on 08/16/2016...

in the evening. When I spoke to [redacted] he stated that the steering wheel light with an exclamation point came on when driving and he was having difficulty steering. He turned the car off and it would not turn back on. Upon inspection we found that the battery was at 29/582 amps. We did not see exclamation point light on instrument cluster. We replaced battery, test drove, rechecked battery and everything was ok. No lights were on, alternator or steering wheel light. We did not charge customer any diagnostic fee for this service; we felt it unnecessary and wanted to provide better customer satisfaction since all indications pointed towards the issue being related to the battery. All we charged the customer was for the battery and installation. The total charge was $135.26. The customer returned on the 20th of August stating the vehicle lost power steering and then shut off. I told [redacted] that I would not charge him for the diagnostic to look at the car again. After inspection the following day, we found that the alternator was failing. An uncommon occurrence for a 2013 Camry, but it does happen. The part was not even in our local distribution center. [redacted] was upset and felt that he shouldn’t be charged for the repair. Our service manager Brian spoke with him and they agreed that the customer would pay for the part and we would cover labor (a $210 savings between diagnostic and repair). We also expedited the part (a $25 charge) to our location and did not charge the customer for that either. We provided a complimentary loaner car on the last day (the 23rd of august) when the repair was taking longer than expected, as we had hoped to finish it in the morning. The intermittent failing alternator was the cause of the battery failing, therefore justifying the replacement of both components. The $210 no charge labor for the Alternator more than covers the cost of the battery therefore making it free.  The customer picked up the car that evening and was still not satisfied despite our best efforts to alleviate any more financial burdens and mend the relationship between us.” We sincerely appreciate the business Mr. [redacted] and his family have given to us over. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we installed a battery that perhaps was not needed. As you can see we did more than cover the cost of the battery by not charging the $210.00 labor on the installation of the Alternator. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance, please don’t hesitate to call.[redacted]

I am rejecting this response because:I inquired about the warranty before the job was started. I then inquired about the warranty after it was completed and was told the job was not covered under the warranty because nails were not covered. While I thought this was a strange response I didn't push back because I thought Toyota did their due diligence in looking up my warranty information. I know that I had a tire warranty because in May of 2017 I got my first flat tire and took the job to Toyota San Francisco where they informed me that the tire was in fact covered. Since going to Elk Grove I've had two more flat tires (with holes) covered by the warranty that I informed Elk Grove of. My tire was repaired in San Francisco twice more in March 2018. So to say that I didn't present the information is false. I did. I took the dealerships word when Elk Grove told me the job wasn't covered. When I questioned what the warranty covered when I went to San Francisco, they informed me that it covered everything except slashed tires. And my tire was not a product of vandalism. So the dealerships mistake should not cost me. If recipets are necessary to show that I've had 3 tires covered under warranty and a timeline of knowing that I asked about the tire warranty when I took it to Elk Grove, I can provide those too. Again, the mistake of the employee who didn't properly look up my warranty shouldn't cost me $145. I've never furnished the warranty when I've gone to San Francisco, they look it up for me. And I purchased the vehicle in Roseville.

Good morning. This issue has been resolved. We were able to get Toyota to Warranty the sunroof although in their opinion it was not a defect. No worries, all done.[redacted]

First, I would like to sincerely apologize for the mistake made by our Service Department. The trust, safety and well being of our customers is a top priority at Elk Grove Toyota and unfortunately, we failed to live up to our standards in the instance. After inspecting the vehicle, our Shop Foreman...

has confirmed that the vehicle does need a new motor. Our Service Manager is currently working with Toyota to find a new replacement motor that we can install in your vehicle. Please be assured that installing a new motor in your vehicle will be safe and will perform just like a new vehicle coming from the factory. As soon as we have more information regarding the engine replacement, our Service Manager will reach out to you to get this issue resolved. In the meantime, please continue to drive a courtesy rental vehicle and contact us if you have any questions.