I, [redacted] ***, spoke with Ms [redacted] in the end of October from a date of service from months previousAfter reviewing the information and having a conversation with MS***, [redacted] ** [redacted] After her exit from our business she was either told or noticed that her fog light had been pushed in to the recessed hole that the light is mountedThe dent repair she was asking about was unable to be performed as we outsource that work and do not have paint and body repair facilities within our dealershipI am aware that Ms***s only complaint is that she did not receive a $check that was promised to herA check that she herself admitted was not necessaryAlso, it was an attempt to pay for work on the fog light that was not performed at [redacted] Toyota [redacted] Toyota policy is we do not pay outside sources for work we are capable of handling in our own businessIf the complaint was to have her fog light repaired, then she would have been responsible for paying for work at [redacted] Toyota just as any other businessWe would have gladly addressed that repair and performed the workMr [redacted] was not at liberty to promise $for work not completed at [redacted] Toyota as documentation could be falsified and manipulated [redacted] Toyota policy of handling repairs that we cause are to handle them in house at our own expenseAfter months, the situation could have been properly resolved through conversation and an action planMs [redacted] bringing up my mother had nothing to do with her experience and was very inappropriate given her request had only to do with service she never commissioned [redacted] ToyotaMs***s original intention was to come an get an oil change, something she was only in our dealership for approximately for minutes and she asked to leave [redacted] Every contact since then has had to do with a fog light that we never touched and a lot of phone threats to [redacted] Toyota representatives all the way up to and including myself, [redacted] ***, the owner of the dealershipCustomer service is a top priority at [redacted] Toyota and we are the first to admit when and if there is wrongdoing and empower our employees to give the best customer service possibleThis instance in which the customer was only in our dealership for a total of minutes has spawned a faulty claim to funds that she self proclaimed she is not entitled, a complaint to Toyota corporate that has had a case opened and closed, numerous social media trolling posts and attempted recruitment of others in an attempt to smear [redacted] Toyota for work that was never performed or even attemptedIt is the request of [redacted] Toyota that this case be closed as our many attempts from human to human, [redacted] Toyota to Toyota corporate, and owner to customer have failed in finding a resolution as there truly is nothing to resolve [redacted] Toyota apologizes for any inconvenience this may have caused
I'm sorry you feel that way. We can only comment on how we received the vehicle. I don't know what happened to it between visits to our dealership. I can assure you that we didn't cause this damage and have done no service that COULD have caused this damage to your vehicle. You commented that the vehicle was out of oil, so that's why I replied "when let run completely out of oil." We don't guarantee any car will run for 200,000 miles. The manufacturer warranty only extends to 60,000 miles so that's as long as any vehicle is guaranteed. We do offer extended service contracts to protect from this type of damage.
We found the belt and rerouted it for youThis belt installed in May of over 57,mills agoA lot can happen in60,miles and over a two year periodAnd once again that belt caused no troubleIt runs the water pump which you have no trouble with.We would be willing to do an oil consumption test for youThis would show the rate your prius is consuming oilBut we can not accept responsibility for something we simply did not cause
Complaint: [redacted] I am rejecting this response because: Allen Toyota continues to ignore several facts You admitthat your service department erroneously installed a belt on my Prius,regardless if that error would not have damaged the engineHowever, since that foul up, no one mentioned that fact to me, until you announced I needed a new engine Iam not ignorant tothe fact that any car can fail at any timeMy concern is that if you arenegligent in installing the belt then it is quite possible that you did notput enough oilorno oil during that last oilchange I wouldliketobe compensated for your negligence Regards, [redacted] ***
Complaint: ***
I am rejecting this response because: It is not the truth. This buissness claim "If let oil run out completely". I brought the car to them, THEY did not put the oil in. Also, they admit to me that they placed the belt in the car incorrectlyWhen I ask for the dollars that they charged me for that service, they refused. I do not accept this answer. They KNOW they didn't put oil in the car. They know they put the belt on wrong. They need to own up to their mistakes.Also, when I purchased the car, I was told that this car was good for 200,miles. They need to own up to their mistakes
Regards,
*** ***
This vehicle met all requirements by Toyota to be considered a Certified used Car under their programA carfax history report was available but it's the customers responsibility to check that report or request itWe make no guarantee that a vehicle has never been in any kind of accident
Additionally the current value of the vehicle appraised by dealerships is not a correlation of it's condition when it was sold by usWe take no responsibility for the decrease in value since she purchased it
The 149,mile Prius in question had shavings in the engine casing that has caused the engine to need replacingAs engines age they can start to burn oilIf let run out of oil completely they can grind gears inside the engine causing it to failWhile it had a belt that wasn't properly routed,
this can't cause the damage in questionThis is a very unfortunate situation, but it wasn't caused by our service department rather by the age and condition of the vehicleAt roughly 150,miles these things occurEven with proper maintenance this mileage is at the top of what any customer can expect from a vehicleAfter well over 75,miles since purchasing it used, it has served its useful life
Complaint: ***
I am rejecting this response because: The vehicle is in the same shape as it was in when we purchased it other than the windshield has a run in itThe vehicle has some scratches and minor cosmetic spotshowever the majority of the listed things were already on the vehicle when we purchased itHence it was usedBut to say that the vehicle is in poor shape is an outrage to me. I have also contacted Toyota Corporate on this issue and waiting for their response as well. I feel that Allen Toyota has committed fraud by misrepresentationI have the accident report from the original owner of the vehicle when it was involved in a heavy front end damage accidentIt clearly dictates that the vehicle sustained heavy damage to the front of the vehicleRegardless, I feel that Allen Toyota should have brought this to my attention, they certainly sold the vehicle to me at a non accident priceIf the accident report is needed, I can send a copy of it
Regards,
*** ***
These customers were in our dealership on July 17, 2015, when we were officially informed of the situation regarding their 2011 Toyota Sienna and their concern with the Carfax history report. At the time of sale in March of 2014, our Certified trained technicians had determined through the multi-point inspection we require on all Certified Used Vehicles, that this 2011 Sienna passed our inspection to be sold as a Toyota Certified Used Vehicle. This certification carries the powertrain warranty up to 7 years of the original in service date (in this case up to 2018) or 100,000 miles whichever comes first. On the July 17th encounter, I ([redacted] General Manager) offered to take the vehicle in on trade as if the Carfax did not have an accident reported. The customers complaint was that the appraised value had dropped significantly due to this reporting of a previous accident. I was informed of the appraisal they received from another dealership and was able to offer many thousands more for their trade to help address the customers issue. When appraising the vehicle ourselves we found the customers had driven the vehicle for more than 39,000 miles since purchasing with no problems out of the vehicle as stated by the customer. The windshield needed to be replaced and the interior had visible signs of wear and tear as well as the exterior had some scratches and cosmetic imperfections when we performed our appraisal in July 2015. The Customers response stating the vehicle is in the same shape is not accurate as the vehicle has 39000 more miles than when they bought it. The customer confirmed having no problems during the ownership of the vehicle and is now through the entire warranty period. Allen Toyota asks that this complaint be closed as we have appropriately offered a solution to the customers concern and will continue to honor the offer to appraise the vehicle as if no accident were reported on the Carfax history report (No responsibility is assumed on Carfax behalf for its accuracy and reliability of its own information).If any more concerns need to be addressed, please direct all information to [redacted], General Manager of Allen Toyota. I can be reached by phone (228) [redacted] or by email ([redacted]@allentoyota.com).
I, [redacted], spoke with Ms. [redacted] in the end of October from a date of service from 5 months previous. After reviewing the information and having a conversation with MS. [redacted]...
[redacted]. After her exit from our business she was either told or noticed that her fog light had been pushed in to the recessed hole that the light is mounted. The dent repair she was asking about was unable to be performed as we outsource that work and do not have paint and body repair facilities within our dealership. I am aware that Ms. [redacted]s only complaint is that she did not receive a $450 check that was promised to her. A check that she herself admitted was not necessary. Also, it was an attempt to pay for work on the fog light that was not performed at [redacted] Toyota. [redacted] Toyota policy is we do not pay outside sources for work we are capable of handling in our own business. If the complaint was to have her fog light repaired, then she would have been responsible for paying for work at [redacted] Toyota just as any other business. We would have gladly addressed that repair and performed the work. Mr. [redacted] was not at liberty to promise $450 for work not completed at [redacted] Toyota as documentation could be falsified and manipulated. [redacted] Toyota policy of handling repairs that we cause are to handle them in house at our own expense. After 5 months, the situation could have been properly resolved through conversation and an action plan. Ms. [redacted] bringing up my mother had nothing to do with her experience and was very inappropriate given her request had only to do with service she never commissioned [redacted] Toyota. Ms. [redacted]s original intention was to come an get an oil change, something she was only in our dealership for approximately for 20 minutes and she asked to leave [redacted]. Every contact since then has had to do with a fog light that we never touched and a lot of phone threats to [redacted] Toyota representatives all the way up to and including myself, [redacted], the owner of the dealership. Customer service is a top priority at [redacted] Toyota and we are the first to admit when and if there is wrongdoing and empower our employees to give the best customer service possible. This instance in which the customer was only in our dealership for a total of 20 minutes has spawned a faulty claim to funds that she self proclaimed she is not entitled, a complaint to Toyota corporate that has had a case opened and closed, numerous social media trolling posts and attempted recruitment of others in an attempt to smear [redacted] Toyota for work that was never performed or even attempted. It is the request of [redacted] Toyota that this case be closed as our many attempts from human to human, [redacted] Toyota to Toyota corporate, and owner to customer have failed in finding a resolution as there truly is nothing to resolve. [redacted] Toyota apologizes for any inconvenience this may have caused.
We found the belt and rerouted it for you. This belt installed in May of 2013 over 57,000 mills ago. A lot can happen in. 60,000 miles and over a two year period. And once again that belt caused no trouble. It runs the water pump which you have no trouble with.We would be willing to do an oil consumption test for you. This would show the rate your prius is consuming oil. But we can not accept responsibility for something we simply did not cause.
I'm sorry you feel that way. We can only comment on how we received the vehicle. I don't know what happened to it between visits to our dealership. I can assure you that we didn't cause this damage and have done no service that COULD have caused this damage to your vehicle. You commented that the vehicle was out of oil, so that's why I replied "when let run completely out of oil." We don't guarantee any car will run for 200,000 miles. The manufacturer warranty only extends to 60,000 miles so that's as long as any vehicle is guaranteed. We do offer extended service contracts to protect from this type of damage.
Complaint: [redacted]
I am rejecting this response because: Allen Toyota continues to ignore several facts. You admitthat your service department erroneously installed a belt on my Prius,regardless if that error would not have damaged the engine. However, since that foul up, no one mentioned that fact to me, until you announced I needed a new engine. Iam not ignorant tothe fact that any car can fail at any time. My concern is that if you arenegligent in installing the belt then it is quite possible that you did notput enough oilorno oil during that last oilchange. I wouldliketobe compensated for your negligence.
Regards,
[redacted]
I, [redacted] ***, spoke with Ms [redacted] in the end of October from a date of service from months previousAfter reviewing the information and having a conversation with MS***, [redacted] ** [redacted] After her exit from our business she was either told or noticed that her fog light had been pushed in to the recessed hole that the light is mountedThe dent repair she was asking about was unable to be performed as we outsource that work and do not have paint and body repair facilities within our dealershipI am aware that Ms***s only complaint is that she did not receive a $check that was promised to herA check that she herself admitted was not necessaryAlso, it was an attempt to pay for work on the fog light that was not performed at [redacted] Toyota [redacted] Toyota policy is we do not pay outside sources for work we are capable of handling in our own businessIf the complaint was to have her fog light repaired, then she would have been responsible for paying for work at [redacted] Toyota just as any other businessWe would have gladly addressed that repair and performed the workMr [redacted] was not at liberty to promise $for work not completed at [redacted] Toyota as documentation could be falsified and manipulated [redacted] Toyota policy of handling repairs that we cause are to handle them in house at our own expenseAfter months, the situation could have been properly resolved through conversation and an action planMs [redacted] bringing up my mother had nothing to do with her experience and was very inappropriate given her request had only to do with service she never commissioned [redacted] ToyotaMs***s original intention was to come an get an oil change, something she was only in our dealership for approximately for minutes and she asked to leave [redacted] Every contact since then has had to do with a fog light that we never touched and a lot of phone threats to [redacted] Toyota representatives all the way up to and including myself, [redacted] ***, the owner of the dealershipCustomer service is a top priority at [redacted] Toyota and we are the first to admit when and if there is wrongdoing and empower our employees to give the best customer service possibleThis instance in which the customer was only in our dealership for a total of minutes has spawned a faulty claim to funds that she self proclaimed she is not entitled, a complaint to Toyota corporate that has had a case opened and closed, numerous social media trolling posts and attempted recruitment of others in an attempt to smear [redacted] Toyota for work that was never performed or even attemptedIt is the request of [redacted] Toyota that this case be closed as our many attempts from human to human, [redacted] Toyota to Toyota corporate, and owner to customer have failed in finding a resolution as there truly is nothing to resolve [redacted] Toyota apologizes for any inconvenience this may have caused
I'm sorry you feel that way. We can only comment on how we received the vehicle. I don't know what happened to it between visits to our dealership. I can assure you that we didn't cause this damage and have done no service that COULD have caused this damage to your vehicle. You commented that the vehicle was out of oil, so that's why I replied "when let run completely out of oil." We don't guarantee any car will run for 200,000 miles. The manufacturer warranty only extends to 60,000 miles so that's as long as any vehicle is guaranteed. We do offer extended service contracts to protect from this type of damage.
We found the belt and rerouted it for youThis belt installed in May of over 57,mills agoA lot can happen in60,miles and over a two year periodAnd once again that belt caused no troubleIt runs the water pump which you have no trouble with.We would be willing to do an oil consumption test for youThis would show the rate your prius is consuming oilBut we can not accept responsibility for something we simply did not cause
Complaint: [redacted] I am rejecting this response because: Allen Toyota continues to ignore several facts You admitthat your service department erroneously installed a belt on my Prius,regardless if that error would not have damaged the engineHowever, since that foul up, no one mentioned that fact to me, until you announced I needed a new engine Iam not ignorant tothe fact that any car can fail at any timeMy concern is that if you arenegligent in installing the belt then it is quite possible that you did notput enough oilorno oil during that last oilchange I wouldliketobe compensated for your negligence Regards, [redacted] ***
Complaint: ***
I am rejecting this response because: It is not the truth. This buissness claim "If let oil run out completely". I brought the car to them, THEY did not put the oil in. Also, they admit to me that they placed the belt in the car incorrectlyWhen I ask for the dollars that they charged me for that service, they refused. I do not accept this answer. They KNOW they didn't put oil in the car. They know they put the belt on wrong. They need to own up to their mistakes.Also, when I purchased the car, I was told that this car was good for 200,miles. They need to own up to their mistakes
Regards,
*** ***
This vehicle met all requirements by Toyota to be considered a Certified used Car under their programA carfax history report was available but it's the customers responsibility to check that report or request itWe make no guarantee that a vehicle has never been in any kind of accident
Additionally the current value of the vehicle appraised by dealerships is not a correlation of it's condition when it was sold by usWe take no responsibility for the decrease in value since she purchased it
The 149,mile Prius in question had shavings in the engine casing that has caused the engine to need replacingAs engines age they can start to burn oilIf let run out of oil completely they can grind gears inside the engine causing it to failWhile it had a belt that wasn't properly routed,
this can't cause the damage in questionThis is a very unfortunate situation, but it wasn't caused by our service department rather by the age and condition of the vehicleAt roughly 150,miles these things occurEven with proper maintenance this mileage is at the top of what any customer can expect from a vehicleAfter well over 75,miles since purchasing it used, it has served its useful life
Complaint: ***
I am rejecting this response because: The vehicle is in the same shape as it was in when we purchased it other than the windshield has a run in itThe vehicle has some scratches and minor cosmetic spotshowever the majority of the listed things were already on the vehicle when we purchased itHence it was usedBut to say that the vehicle is in poor shape is an outrage to me. I have also contacted Toyota Corporate on this issue and waiting for their response as well. I feel that Allen Toyota has committed fraud by misrepresentationI have the accident report from the original owner of the vehicle when it was involved in a heavy front end damage accidentIt clearly dictates that the vehicle sustained heavy damage to the front of the vehicleRegardless, I feel that Allen Toyota should have brought this to my attention, they certainly sold the vehicle to me at a non accident priceIf the accident report is needed, I can send a copy of it
Regards,
*** ***
These customers were in our dealership on July 17, 2015, when we were officially informed of the situation regarding their 2011 Toyota Sienna and their concern with the Carfax history report. At the time of sale in March of 2014, our Certified trained technicians had determined through the multi-point inspection we require on all Certified Used Vehicles, that this 2011 Sienna passed our inspection to be sold as a Toyota Certified Used Vehicle. This certification carries the powertrain warranty up to 7 years of the original in service date (in this case up to 2018) or 100,000 miles whichever comes first. On the July 17th encounter, I ([redacted] General Manager) offered to take the vehicle in on trade as if the Carfax did not have an accident reported. The customers complaint was that the appraised value had dropped significantly due to this reporting of a previous accident. I was informed of the appraisal they received from another dealership and was able to offer many thousands more for their trade to help address the customers issue. When appraising the vehicle ourselves we found the customers had driven the vehicle for more than 39,000 miles since purchasing with no problems out of the vehicle as stated by the customer. The windshield needed to be replaced and the interior had visible signs of wear and tear as well as the exterior had some scratches and cosmetic imperfections when we performed our appraisal in July 2015. The Customers response stating the vehicle is in the same shape is not accurate as the vehicle has 39000 more miles than when they bought it. The customer confirmed having no problems during the ownership of the vehicle and is now through the entire warranty period. Allen Toyota asks that this complaint be closed as we have appropriately offered a solution to the customers concern and will continue to honor the offer to appraise the vehicle as if no accident were reported on the Carfax history report (No responsibility is assumed on Carfax behalf for its accuracy and reliability of its own information).If any more concerns need to be addressed, please direct all information to [redacted], General Manager of Allen Toyota. I can be reached by phone (228) [redacted] or by email ([redacted]@allentoyota.com).
I, [redacted], spoke with Ms. [redacted] in the end of October from a date of service from 5 months previous. After reviewing the information and having a conversation with MS. [redacted]...
[redacted]. After her exit from our business she was either told or noticed that her fog light had been pushed in to the recessed hole that the light is mounted. The dent repair she was asking about was unable to be performed as we outsource that work and do not have paint and body repair facilities within our dealership. I am aware that Ms. [redacted]s only complaint is that she did not receive a $450 check that was promised to her. A check that she herself admitted was not necessary. Also, it was an attempt to pay for work on the fog light that was not performed at [redacted] Toyota. [redacted] Toyota policy is we do not pay outside sources for work we are capable of handling in our own business. If the complaint was to have her fog light repaired, then she would have been responsible for paying for work at [redacted] Toyota just as any other business. We would have gladly addressed that repair and performed the work. Mr. [redacted] was not at liberty to promise $450 for work not completed at [redacted] Toyota as documentation could be falsified and manipulated. [redacted] Toyota policy of handling repairs that we cause are to handle them in house at our own expense. After 5 months, the situation could have been properly resolved through conversation and an action plan. Ms. [redacted] bringing up my mother had nothing to do with her experience and was very inappropriate given her request had only to do with service she never commissioned [redacted] Toyota. Ms. [redacted]s original intention was to come an get an oil change, something she was only in our dealership for approximately for 20 minutes and she asked to leave [redacted]. Every contact since then has had to do with a fog light that we never touched and a lot of phone threats to [redacted] Toyota representatives all the way up to and including myself, [redacted], the owner of the dealership. Customer service is a top priority at [redacted] Toyota and we are the first to admit when and if there is wrongdoing and empower our employees to give the best customer service possible. This instance in which the customer was only in our dealership for a total of 20 minutes has spawned a faulty claim to funds that she self proclaimed she is not entitled, a complaint to Toyota corporate that has had a case opened and closed, numerous social media trolling posts and attempted recruitment of others in an attempt to smear [redacted] Toyota for work that was never performed or even attempted. It is the request of [redacted] Toyota that this case be closed as our many attempts from human to human, [redacted] Toyota to Toyota corporate, and owner to customer have failed in finding a resolution as there truly is nothing to resolve. [redacted] Toyota apologizes for any inconvenience this may have caused.
We found the belt and rerouted it for you. This belt installed in May of 2013 over 57,000 mills ago. A lot can happen in. 60,000 miles and over a two year period. And once again that belt caused no trouble. It runs the water pump which you have no trouble with.We would be willing to do an oil consumption test for you. This would show the rate your prius is consuming oil. But we can not accept responsibility for something we simply did not cause.
I'm sorry you feel that way. We can only comment on how we received the vehicle. I don't know what happened to it between visits to our dealership. I can assure you that we didn't cause this damage and have done no service that COULD have caused this damage to your vehicle. You commented that the vehicle was out of oil, so that's why I replied "when let run completely out of oil." We don't guarantee any car will run for 200,000 miles. The manufacturer warranty only extends to 60,000 miles so that's as long as any vehicle is guaranteed. We do offer extended service contracts to protect from this type of damage.
Complaint: [redacted]
I am rejecting this response because: Allen Toyota continues to ignore several facts. You admitthat your service department erroneously installed a belt on my Prius,regardless if that error would not have damaged the engine. However, since that foul up, no one mentioned that fact to me, until you announced I needed a new engine. Iam not ignorant tothe fact that any car can fail at any time. My concern is that if you arenegligent in installing the belt then it is quite possible that you did notput enough oilorno oil during that last oilchange. I wouldliketobe compensated for your negligence.
Regards,
[redacted]