Initial Business Response /* (1000, 5, 2016/10/17) */
Dear Revdex.com,
We are aware of this issue. This is a product liability claim with Toyota, not our dealership. We advise that the customer contact Toyota directly for assistance outside of the following response:
Under the guidance of Toyota...
we have attempted to duplicate and repair the concern. The last correspondence from Toyota was to advise the customer to bring the vehicle and their cell phone in together and leave it so that a Toyota field service engineer can inspect and open a TAS case on the vehicle. It was our understanding that the customer refused to follow this request until a new radio was ordered and ready for installation. While we understand the inconvenience, we are required to follow Toyota's warranty repair procedures. We are not authorized by Toyota to work on the vehicle until their request as stated is followed. We are not authorized to order a new radio in advance of the inspection.
We would ask the customer to contact the dealership and make arrangements for the inspection and field service engineer visit.
Sincerely,
[redacted]
Legal/Compliance Administrator
Initial Consumer Rebuttal /* (3000, 7, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We needed routine maintenance on the car. Dissatisfied with Sam Leman Toyota, we took the vehicle to another dealership in the area. It was about 45 minutes away but we'd prefer to make the drive than to return to Sam Leman.
In conversation, while dropping the car off we merely mentioned the issue with the radio. They listened, got on the phone with Toyota for about 20 minutes or so then came back to us and let us know they'd be replacing the radio. The radio was ordered and replaced within a week. We were assured if there were any issues with the radio, bring it back and they'd work it out. We now have a new radio. We didn't have to leave our phones with them for the day or recreate the problem, AGAIN. We didn't have to recreate the problem at all.
As far as I know, there is only one Toyota Warranty Service operating in our area. Why they were so helpful with this dealership vs. Sam Leman is curious. Why did Sam Leman have to have our cell phones and recreate the problem AGAIN? Why must they follow such protocol yet, a dealership 45 minutes away didn't?
No I do not accept Sam Leman's explanation of why they weren't able to help us after multiple visits over the course of more than a year. They gave us very poor customer service deliberately and should be ashamed of themselves.
We am happy with the service we received elsewhere. We are happy with the new radio and the assurance that if we have a problem, it will be handled. Thankfully, my issue has been resolved however not by Sam Leman.
I would not recommend Sam Leman to anyone for sales or service and I will tell anyone who will listen about my heinous experience with them.
Initial Business Response /* (1000, 5, 2016/10/17) */
Dear Revdex.com,
We are aware of this issue. This is a product liability claim with Toyota, not our dealership. We advise that the customer contact Toyota directly for assistance outside of the following response:
Under the guidance of Toyota...
we have attempted to duplicate and repair the concern. The last correspondence from Toyota was to advise the customer to bring the vehicle and their cell phone in together and leave it so that a Toyota field service engineer can inspect and open a TAS case on the vehicle. It was our understanding that the customer refused to follow this request until a new radio was ordered and ready for installation. While we understand the inconvenience, we are required to follow Toyota's warranty repair procedures. We are not authorized by Toyota to work on the vehicle until their request as stated is followed. We are not authorized to order a new radio in advance of the inspection.
We would ask the customer to contact the dealership and make arrangements for the inspection and field service engineer visit.
Sincerely,
[redacted]
Legal/Compliance Administrator
Initial Consumer Rebuttal /* (3000, 7, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We needed routine maintenance on the car. Dissatisfied with Sam Leman Toyota, we took the vehicle to another dealership in the area. It was about 45 minutes away but we'd prefer to make the drive than to return to Sam Leman.
In conversation, while dropping the car off we merely mentioned the issue with the radio. They listened, got on the phone with Toyota for about 20 minutes or so then came back to us and let us know they'd be replacing the radio. The radio was ordered and replaced within a week. We were assured if there were any issues with the radio, bring it back and they'd work it out. We now have a new radio. We didn't have to leave our phones with them for the day or recreate the problem, AGAIN. We didn't have to recreate the problem at all.
As far as I know, there is only one Toyota Warranty Service operating in our area. Why they were so helpful with this dealership vs. Sam Leman is curious. Why did Sam Leman have to have our cell phones and recreate the problem AGAIN? Why must they follow such protocol yet, a dealership 45 minutes away didn't?
No I do not accept Sam Leman's explanation of why they weren't able to help us after multiple visits over the course of more than a year. They gave us very poor customer service deliberately and should be ashamed of themselves.
We am happy with the service we received elsewhere. We are happy with the new radio and the assurance that if we have a problem, it will be handled. Thankfully, my issue has been resolved however not by Sam Leman.
I would not recommend Sam Leman to anyone for sales or service and I will tell anyone who will listen about my heinous experience with them.