Dear Revdex.com,I am having difficulty responding via the link below so I am emailing you our response.*** ***’ Service Manager apologized to Mr*** for the inconveniences and explained the process on how vehicles are serviced Taxi fare reimbursement was made,
vehicle service completed and alternate transportation offered while his vehicle was in service but he chose to use *** ***’ shuttle service instead. Thank you,Mary H***Executive Secretary
RESPONSE:
Problem #1: This issue was brought to our attention back on 1/16/2013
font-family: 'Segoe UI', Verdana, Arial, Helvetica, sans-serif; text-align: left; background: rgb(0, 0, 153);">Case Summary
Date/Time Case Opened:01/16/2013 11:20 AM
CONTACT #: [redacted],[redacted]__ CASE DESCRIPTION: Two Year 24,000 mile free service not being honored. I bought the car new and it was included but Toyota of Hawaii wont honor it. I recently bought a new 2012 Toyota Prius in September 2012 in San Diego. When I bought the car it came with a 2 year 24,000 mile free factory service plan. Since that time I was transferred to Hawaii for work. Today I took my car down to dealer for service the first one, and was promptly told they dont honor that service agreement since the car was bought on the mainland and not Hawaii. Last time I checked Hawaii was part of the US and its the same car as they sell here requiring the same service needs. They have the same factory trained techs but you want me to think that Toyota of Hawaii and Toyota of the mainland are 2 different companies and the service agreement for the 2 years 24,000 miles that each sell with the new cars here in Hawaii and on the mainland are not the same? Why would each not honor the service agreement since we pay for it in the cost of the car when we buy it. __ DESIRED RESOLUTION: I would like my two year 24,000 mile free service agreement honored. I dont see what the difference between Toyota of Hawaii and Toyota on the mainland. Toyota is Toyota and they are the same cars requiring the same maintenance.
Response to the customer: 01/17/2013 10:48 AM - Our Service Manager spoke to Mr. [redacted] and he now has a clearer understanding that Toyota Hawaii and Toyota USA are separate entities and independently fund their free maintenance program. It was suggested he contact his selling dealership in the mainland and explain his dissatisfaction and hopefully some compensation can be worked out . His situation is not uncommon and others have contacted their respective mainland selling dealership with relative results. I confirmed with him that his Toyota factory warranties will be honored in Hawai'i, just as the alignment performed on his recent visit was. Mr. [redacted] seemed satisfied.
Problem #2: Our Customer Service manager contacted Mr. [redacted] on 10/23/14 who explained that Servco sublets auto body repairs to preferred body shops in each dealer's respective area. Our manager suggested Mr. [redacted] contact his insurance company that is paying for the repairs and have them recommend their preferred body shops for him to take his vehicle for repair. Unfortunately, Mr. [redacted] hung up on our manager.
Complaint: [redacted]
I am rejecting this response because: Sorry I am having a problem with this response because it does not address the the real issue of my complaint. True I was offered a vehicle while my car was to be serviced, but this was for the next day after they could not get to my car done after I waited a month and a half with a morning appointment at 10:15am, then being told at 4:40pm they could not get to work on my vehicle. I was told by the manager that my car would be done at 8:30am on Oct. 2nd and probably be done by 11:30am so having to sign out for a loaner vehicle for 3 hours would not make much sense.Lets be honest here guys, I was lied to by this manager. He told me vehicles are serviced in order of appointments. This did not happen. I know that because I got a response on [redacted], specifically stating that mechanics are paid by commission and recalls pay less. The [redacted] response also wanted me to complain to higher ups in this company. Why am I doing your "dirty work"?This is a safety issue. I was sent a letter from Toyota saying I needed to have this done to prevent premature activation on the passenger air-bags. Apparently recalls have a low priority with Toyota Kaimuki Servco. When I brought my car in two years ago, I had quick service because in addition to another recall letter separate from this one, I also had a yearly service done. So I was quite surprised that I had to wait a month and a half for this recall. The only difference is that it was a recall without a yearly service. The low priority puts recalls on the "back burner", and it shows with the attitude from the employees who do not care about letting customers wait a month or two, do not care that when they remove the keys from the customer's key chain they also take their apartment key, do not care that appointments mean nothing when a better commission can be made by a later job, do not care enough to pick up the customer as promised so the customer can get their car, do not care enough to respond to numerous phone calls to at least apologize and acknowledge a mistake had happened, and do not care enough to think that lying to a customer is acceptable.I spoke to Mona on Oct. 2nd at 9:17am, who finally called me back and apologized. I requested to speak to the manager and he called me back a while later. I told him I had filed a complaint with the Revdex.com and he needed to respond within 14 days. I told him I would pursue this issue and if there were any inaccuracies in his response and I will challenge those inaccuracies. Well apparently he doesn't think that I would challenge this and that the problem is not important enough for his response and a secretary without the first hand knowledge of the situation is acceptable. Well this is not acceptable to me. You people need to make changes or I will have to take this complaint to people other than your "higher ups". You can show this letter to your higher ups yourself. I am curious to see your response.
Sincerely,
[redacted]
Dear Revdex.com,I am having difficulty responding via the link below so I am emailing you our response.*** ***’ Service Manager apologized to Mr*** for the inconveniences and explained the process on how vehicles are serviced Taxi fare reimbursement was made,
vehicle service completed and alternate transportation offered while his vehicle was in service but he chose to use *** ***’ shuttle service instead. Thank you,Mary H***Executive Secretary
RESPONSE:
Problem #1: This issue was brought to our attention back on 1/16/2013
font-family: 'Segoe UI', Verdana, Arial, Helvetica, sans-serif; text-align: left; background: rgb(0, 0, 153);">Case Summary
Date/Time Case Opened:01/16/2013 11:20 AM
CONTACT #: [redacted],[redacted]__ CASE DESCRIPTION: Two Year 24,000 mile free service not being honored. I bought the car new and it was included but Toyota of Hawaii wont honor it. I recently bought a new 2012 Toyota Prius in September 2012 in San Diego. When I bought the car it came with a 2 year 24,000 mile free factory service plan. Since that time I was transferred to Hawaii for work. Today I took my car down to dealer for service the first one, and was promptly told they dont honor that service agreement since the car was bought on the mainland and not Hawaii. Last time I checked Hawaii was part of the US and its the same car as they sell here requiring the same service needs. They have the same factory trained techs but you want me to think that Toyota of Hawaii and Toyota of the mainland are 2 different companies and the service agreement for the 2 years 24,000 miles that each sell with the new cars here in Hawaii and on the mainland are not the same? Why would each not honor the service agreement since we pay for it in the cost of the car when we buy it. __ DESIRED RESOLUTION: I would like my two year 24,000 mile free service agreement honored. I dont see what the difference between Toyota of Hawaii and Toyota on the mainland. Toyota is Toyota and they are the same cars requiring the same maintenance.
Response to the customer: 01/17/2013 10:48 AM - Our Service Manager spoke to Mr. [redacted] and he now has a clearer understanding that Toyota Hawaii and Toyota USA are separate entities and independently fund their free maintenance program. It was suggested he contact his selling dealership in the mainland and explain his dissatisfaction and hopefully some compensation can be worked out . His situation is not uncommon and others have contacted their respective mainland selling dealership with relative results. I confirmed with him that his Toyota factory warranties will be honored in Hawai'i, just as the alignment performed on his recent visit was. Mr. [redacted] seemed satisfied.
Problem #2: Our Customer Service manager contacted Mr. [redacted] on 10/23/14 who explained that Servco sublets auto body repairs to preferred body shops in each dealer's respective area. Our manager suggested Mr. [redacted] contact his insurance company that is paying for the repairs and have them recommend their preferred body shops for him to take his vehicle for repair. Unfortunately, Mr. [redacted] hung up on our manager.
Complaint: [redacted]
I am rejecting this response because: Sorry I am having a problem with this response because it does not address the the real issue of my complaint. True I was offered a vehicle while my car was to be serviced, but this was for the next day after they could not get to my car done after I waited a month and a half with a morning appointment at 10:15am, then being told at 4:40pm they could not get to work on my vehicle. I was told by the manager that my car would be done at 8:30am on Oct. 2nd and probably be done by 11:30am so having to sign out for a loaner vehicle for 3 hours would not make much sense.Lets be honest here guys, I was lied to by this manager. He told me vehicles are serviced in order of appointments. This did not happen. I know that because I got a response on [redacted], specifically stating that mechanics are paid by commission and recalls pay less. The [redacted] response also wanted me to complain to higher ups in this company. Why am I doing your "dirty work"?This is a safety issue. I was sent a letter from Toyota saying I needed to have this done to prevent premature activation on the passenger air-bags. Apparently recalls have a low priority with Toyota Kaimuki Servco. When I brought my car in two years ago, I had quick service because in addition to another recall letter separate from this one, I also had a yearly service done. So I was quite surprised that I had to wait a month and a half for this recall. The only difference is that it was a recall without a yearly service. The low priority puts recalls on the "back burner", and it shows with the attitude from the employees who do not care about letting customers wait a month or two, do not care that when they remove the keys from the customer's key chain they also take their apartment key, do not care that appointments mean nothing when a better commission can be made by a later job, do not care enough to pick up the customer as promised so the customer can get their car, do not care enough to respond to numerous phone calls to at least apologize and acknowledge a mistake had happened, and do not care enough to think that lying to a customer is acceptable.I spoke to Mona on Oct. 2nd at 9:17am, who finally called me back and apologized. I requested to speak to the manager and he called me back a while later. I told him I had filed a complaint with the Revdex.com and he needed to respond within 14 days. I told him I would pursue this issue and if there were any inaccuracies in his response and I will challenge those inaccuracies. Well apparently he doesn't think that I would challenge this and that the problem is not important enough for his response and a secretary without the first hand knowledge of the situation is acceptable. Well this is not acceptable to me. You people need to make changes or I will have to take this complaint to people other than your "higher ups". You can show this letter to your higher ups yourself. I am curious to see your response.
Sincerely,
[redacted]