Poor communication by this dealership, in following up with open services issues,and not being responsibility for failing to provide proper service.
In the beginning of 2010, I started test driving SUV's, like the Honda CVR, Nissan Rogue, Hyundai Tucson and the Rav4. I was getting a lot of pressure from the other dealerships to stay away from Toyota. This was a time when I stood with and by Toyota's side while other car manufacturers were taking the opportunity to exploit your lost sales to increase theirs. I purchased my 2010 Rav4 in March. On August 7, 2012, I ordered a new chip key (I lost my spare key) for my Rav4 and would get the key programmed and cut to match to my vehicle at the same time while getting my Rav serviced. This routine service appointment, an oil change, occurred on Friday, August 10th. Also, during this same time period, I was experiencing problems with the pre-programmed AM stations on my radio. Randomly, on occasion, whenever I changed from 610AM to 730AM, the radio would completely shut off. Upon arriving at Toyota of Gastonia, I reported this concern to ***************, assistant service manager. He hadn't heard of a radio problem or he wasn't aware of any recalls regarding this radio. Regardless, I wanted it checked out. After my vehicle was returned to the customer pick up area, I talked to the mechanic, *****, who brought my vehicle back. I asked him about the radio. He said he couldn't duplicate the failure, but either he had seen it before or other mechanics told him about the failure. In any case, ***** told me that Toyota would order me a new radio. He also told me that the wrong chip key was shipped to this dealership. After not hearing from this dealership for over two weeks, I called on August 27, 2012 about the status of the radio. Apparently the radio was received, but later it was returned with no justifiable reason explained why it was returned. So I contacted Nancy Wilkinson, she told me that this was a system problem and her dealership was NOT responsible for this error; it's a "Toyota" problem. Isn't Toyota of Gastonia a CERTIFIED Toyota dealer, sharing in the responsibility of this "system" problem? Ironically on August 29, 2012, 2 days later, Spike from the parts department at this dealership called me to tell me the radio had been received. I went back to Toyota of Gastonia on August 31, 2012, to get the chip key and to get my radio replaced finally, 3 weeks later. Upon completion of these 2 open issues, I approached the desk to checkout, thinking that maybe, due to the huge inconvenience that this dealership caused me, they might comp something off my chip key bill. I did suggest that the dealership absorb the $100 cost of chip key for my inconvenience.Nancy Wilkinson told me that her dealership did nothing wrong. I disagreed stating that CUSTOMER SATISFACTION is the driving force behind any successful company.She even suggested I take my car to Town and Country, which is closer to home. I requested the contact information for Toyota National. Nancy gave me the contact info. Toyota National failed to do anything, but I should report my complaint to BBB.
Small incentive refund and written corrective action for systems failures in communication and follow-up.
Business' Initial Response
The customer came into our Service Dept on 8/10/12 & ordered a replacement key due to losing his key. At this time the customer also complained about his radio dropping stations & cutting off during use. We ordered a radio for the customer, even though we were unable to duplicate the problem. On 8/27/12 the customer contacted us in regard to the radio order & at this time we determined that the radio had been sent to another dealer in error & we reordered the radio. The radio company over nighted the new radio to us due to the mistake on their part. Radios are not supplied or serviced from Toyota Motor Sales (TMS) directly, but through a faxed order sheet & because of this there is no ability for us to track the order electronically as we can with other parts.
We apologized to Mr. ****** for the error & on 8/31/12 he returned to have his radio installed & pick up his key that he had ordered from the previous visit. Upon check out on the 31st, Mr. ****** requested that we give him the key & programing required at no charge due to the mishap on the radio order & because of the poor customer service that he felt he had received. ***********, our Service manager, explained the details in length to Mr. ****** & he still insisted he wanted the key for free. He was then referred to our Customer Relations manager, ***************. ***** again apologized & offered the customer a 50% discount on the key & programing, but this was not acceptable. Mr. ****** told ***** that he has never had worse service than here & she suggested that he could use another dealership if he was dissatisfied with our service.
We do value our customers and in fact have given Mr. ****** two or three free service certificates in the past upon his dissatisfaction with our service.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
You know it's unforunate that it took the involvement from the BBB to get an apology from this dealership. If I didnt follow-up with the dealership, checking on the status of the radio, who knows how long it would have taken before they contacted me. No one at this dealership took ownership/responsibility to follow-up on tracking the status of my replacment radio. Regardless, whether the radio was retuned or not, your inadequate systems allowed the radio to be shipped to the wrong location, without any communications with me, the customer.
I pointed out the system problems within this dealership, but they insisted they were not at fault or responsible for my dissatisfaction, but now after I filed a complaint with the BBB, Toyota of Gastonia acknowledge responsibilty by discussing "the radio ordering process with our vendor, and our in-house process in ordering & notifying customers", indicating it was their error, by taking action to prevent a repeat problem.
Remember 100% customer satisfaction is your goal, hopefully this complaint will assist your dealership with preventing, future, dissatisified customers. I appreciate your response, a little late, but at least you acknowledge the system problems, and have taken action to improve your communications. Best regards, Doug ******
Business' Final Response
Toyota of Gastonia understands the customer's frustration and we have in length discussed the radio ordering process with our vendor and our in-house processes in ordering & notifying customers.
As stated in previous response, we did not return the radio - it was shipped to the wrong dealer from the supplier & another dealer who received it error returned the radio. When Mr. ****** contacted us asking about his radio, we had the radio overnight shipped for immediate installation to rush the process & try to satisfy the customer.
In regard to the key, Mr. ****** ordered the key seperately from the Service Dept ticket & our Parts Department did in fact order the wrong key blank. We apologize for this and did also at the time it was discovered. Again, we are sorry for the mix up and misscommunications. Toyota of Gastonia has reviewed our ordering process & have put in place some new processes for future orders. If we can be of any further service to Mr. ****** we will surely try and do a better job going forward.