Onset Bay Marina & Yacht Sales

[redacted] , We performed the services on her vehicle following Toyota Motor Sales, U.S.A, IncguidelinesThe frame was inspected when the Limited Service Campaign 90D was available and no corrosion was foundWe cannot perform the frame replacement because the Limited Service Campaign 90D has expiredAfter multiple conversations, we were unable to satisfy [redacted] 's request [redacted] is welcome to purchase a different vehicle as she stated Toyota Motor CorpsuggestedThank you,Jessica R***Customer Relations ManagerAlexandria Toyota

[redacted] , Thank you for bringing [redacted] concern to our attention. Our records show that no work or repairs were performed on his vehicle. The vehicle was delivered as a dealer exchange (DX) to Alexandria Toyota. General Sales Manager, Mike N***, spoke with the Sales Manager, [redacted] , at [redacted] and they also said no work was done before they delivered the vehicle to Alexandria Toyota. We would recommend [redacted] get a second opinion from another body shop. Because there were no repairs done to the vehicle at Alexandria Toyota prior to delivering it to the customer, we are unable to fulfill [redacted] request. Thank you, Jessica R***Customer Relations ManagerAlexandria Toyota

[redacted] *** [redacted] **Garden Grove CA *** Dear [redacted] : The Revdex.com has received the complaint that you submitted on 1/31/against Alexandria Toyota Inc For your records, this complaint was assigned ID in our system.Before processing the complaint, we need you to provide some additional information Please respond to the following points:At this time I would like to request supporting documentation for your case Please provide me with your contract, warranty information, repair orders/invoices, and any other documents you feel give merit to your case.You may email, fax, or mail any documents using my contact information below The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information when you tell us about your problem or in your desired outcomeBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate languageOnce you respond, we will review your complaint again and follow up with next steps Thank you for your prompt reply.Regards, [redacted] The Revdex.com

David ***,
We have taken care of the matter and have satisfied the
customer’s request by refunding the amount specified when we received her
initial response via our Service FollSurvey
Thank you,
Jessica R***
Customer Relations Manager
Alexandria
Toyota

Revdex.com
*** ***,
The letter provided by *** *** to
you was not sent out from Toyota to the registered vehicle owners until
04/01/and/or 10/06/(see Sample A)This was after her initial visit
on 02/18/(Sample B) for the frame inspectionThe original instructions
from Toyota were to inspect the frames and we performed this as per Toyota
guidelines (see Sample C)The sample letter originally sent out was for
inspection only (Sample D)At that time no corrosion was found and was noted
on the repair order
*** *** visited us on 02/27/
(Sample E) for other work to be performedNo re-inspection was requested by
*** *** at this time (see Sample F)*** *** requested to install a
dimmer switch (supplied by her) and replace a head light bulbThe vehicle was not
placed on a lift to perform the requested repairs as it was not necessary for
the work being performed on this visit
The visit in was past the
12/31/deadline to have the CRC frame spray performedHer final visit was
on 10/15/which was also past her year deadline on 12/08/
Toyota’s policy is to not solicit
Limited Service Campaigns or Warranty Enhancements; it is the customer’s
responsibility to request them to be performed
I have listed the titles of the
sample letters referenced above: Sample A: Date Confirmation Email
Sample B: Repair Order #***
Sample C: Warranty Policy Bulletin
No***
Sample D: through Model
Year *** Frame Rust Corrosion Perforation
Warranty Enhancement Notification
Sample E: Repair Order #***
Sample F: Write Up sheet
If you have any additional requests
or need more information, please contact me at ###-###-#### or ***@alexandriatoyota.com
Sincerely,
Jessica R***Customer Relations ManagerAlexandria Toyota

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:From: Date: Thu, Mar 24, at 10:AMSubject: To: *** *** Dear ***,The information *** *** loaded into the site is factually incorrectI am waiting on correspondence I requested from Toyota to refute their foggy and highly distorted realityThis will take approximately one week for them to pull the file and a week to sendI will be in touch on the Revdex.com site near or slightly after that time.Thanks for mediating this processI greatly value the role Revdex.com plays in mediation. I have spent six months trying to have this dialogue with them and they have threatened meCustomers have a right to dispute and discuss services that were paid for. Thank you,*** ***

[redacted], Thank you for bringing [redacted] concern to our attention.
Our records show that no work or repairs were performed on his vehicle. The
vehicle was delivered as a dealer exchange (DX) to Alexandria Toyota. General
Sales Manager, Mike N[redacted], spoke with the Sales Manager, [redacted], at
[redacted] and they also said no work was done before they delivered the
vehicle to Alexandria Toyota. We would recommend [redacted] get a second opinion
from another body shop. Because there were no repairs done to the vehicle at
Alexandria Toyota prior to delivering it to the customer, we are unable to fulfill
[redacted] request.   Thank you, Jessica R[redacted]Customer Relations ManagerAlexandria Toyota

[redacted]Garden Grove CA [redacted] Dear [redacted] : The Revdex.com has received the complaint that you submitted on 1/31/2016 against Alexandria Toyota Inc..  For your records, this complaint was assigned ID 11113682 in our system.Before...

processing the complaint, we need you to provide some additional information.  Please respond to the following points:At this time I would like to request supporting documentation for your case.  Please provide me with your contract, warranty information, repair orders/invoices, and any other documents you feel give merit to your case.You may email, fax, or mail any documents using my contact information below.   The text of your complaint may be publicly posted on Revdex.coms Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language. Once you respond, we will review your complaint again and follow up with next steps.  Thank you for your prompt reply.Regards,[redacted] The Revdex.com

Dear [redacted], This matter has been resolved. The vehicle has been certified for the customer. Regards, Jessica R[redacted]Customer Relations ManagerAlexandria Toyota

[redacted], We performed the services on her vehicle following Toyota Motor Sales, U.S.A, Inc. guidelines. The frame was inspected when the Limited Service Campaign 90D was available and no corrosion was found. We cannot perform the frame replacement because the Limited Service Campaign 90D...

has expired. After multiple conversations, we were unable to satisfy [redacted]'s request. [redacted] is welcome to purchase a different vehicle as she stated Toyota Motor Corp. suggested. Thank you,Jessica R[redacted]Customer Relations ManagerAlexandria Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and Jessica is correct, the certification has been completed on my vehicle. I do still hope they change the business practice of advertising vehicles as "certified" but then having the consumer pay for the certification (or, having a caveat to the certification, such as it only being available if you paid full price for the vehicle). Again, I am pleased that my car is now certified.
Regards,
[redacted]