AFTER A WHOLE YEAR OF PURCHASING MY CAR I FOUND OUT THAT THE ALARM WAS NOT WORKING ON MY CAR. THIS CAUSED DAMAGE TO MY CAR WHICH IS PROTECTED BY ALARM
I PURCHASED A TOYOTA CAMRY 2012 FROM DCH TOYOTA ON 01/07/2014. ACCORDING TO THE CONTRACT BETWEEN ME AND THEM I SHOULD HAVE HAD AN ACTIVATED ALARM, WHICH WAS PART OF THE PRICE OF THE CAR. I RARELY USED THE CAR SINCE I PURCHASED IT (IT HAS ONLY 6000 MILES NOW) WHICH INDICATES THAT THE CAR WAS MAINLY PARKED. NOW AND THEN I DISCOVERED THAT THERE IS DAMAGE ON THE BODY OF THE CAR FROM ROUGHLY TOUCHING THE CAR FROM PEOPLE PASSING ON PASSING THE CAR. THIS DAMAGE VARIES BETWEEN SEVERE SCRATCHES TO DENTS ON THE BODY OF THE CAR. I FELT CONFUSED BECAUSE I BELIEVED THAT THE ALARM SHOULD NOTIFY NE IF THERE IS ANY ROUGH HANDLING OF THE CAR WHILE IT NOT MOVING. I ASKED THE DEALERSHIP OF DCH ON MY SIX MONTH SERVICE IF THERE IS SOMETHING WRONG WITH MY ALARM BECAUSE OF THE ABOVE-MENTIONED CIRCUMSTANCES, BUT THEY LIED TO ME SAYING THAT EVERYTHING IS OK. MY SUSPICION BECAME GREATER ON WHAT THEY TOLD ME WHEN I NOTICED THAT MY FRIEND'S CAR, WHICH IS PURCHASED AROUND THE SAME TIME REACTS TO ANY ROUGH TOUCH OR EVEN LEANING ON IT. AS A RESULT, ON MY ANNUAL SERVICE WHICH WAS IN JANUARY 2014 I ASKED ONE OF THE SALESPERSON THAT MY ALARM WAS NOT WORKING PROPERLY, AND TO MY SURPRISE I DISCOVERED THAT THE ALARM WAS NOT EVEN ACTIVATED ON MY CAR. I WAS FUMING AT THAT TIME AND I WENT TO THE SALES DEPARTMENT WHERE I MET THE CUSTOMER SERVICE MANAGER. HIS NAME IS ******. IN A VERY UNCARING MANNER HE CONFIRMED MY COMPLAINT AND SAID THEY CAN DO NOTHING TO ME. I WAS VERY UPSET AT THAT MOMENT AND TOLD THEM THAT I WANT HIM TO CONFIRM THAT IN WRITING. TO MY SURPRISE, THIS MANAGER, ******, WROTE ON THE ALARM CONTRACT BY HIS HANDWRITING THAT THE WAS ONLY ACTIVATED ONLY ON 01/17/2014. THEN I ASKED HIM, AS A CUSTOMER SERVICE MANAGER TO TAKE CARE OF ALL THE SEQUENCES OF NOT ACTIVATING THE ALARM ON MY CAR, BUT IN AN UNPROFESSIONAL MANNER HE REFUSED. I THEN CALLED TOYOTA CUSTOMER SERVICE, BUT THEY TOLD ME THAT THE DEALERSHIP ARE SEPARATELY OWNED AND MANAGED.
I WANT THE DEALERSHIP TO TAKE CARE OF THE DAMAGE HAPPENED TO MY CAR AS A RESULT OF THE INCOMPLETE ANS DEFECTIVE CAR AND ALARM I GOT FROM THEM AND TO ISSUE a refund for the inconvenience I've been through as a result of paying for a service and not getting it, plus wasting my time to ask for my rights
Customer purchased a vehicle on 1/4/2013 equipped with an alarm. Customer spoke with the Customer Relations Manager (CRM) on 1/17/2014, concerned that his alarm had not been activated or installed. CRM had the alarm technician inspect his vehicle. Alarm was active. Technician did adjust the senistivity. Customer had concerns regarding scartches that were to be addressed when he purchased his vehicle on 1/4/2013 (over 1 year ago.) These scratches were on the "To Due Bill", which the CRM stated we would try to honor - even though one year had passed. Due bill dated 1/4/2013 stated to "buff scratches on Driver's door". Vehicle was taken to detailers who informed customer it would take the day. Customer wanted a ride back to home outside the 10 mile radius for our shuttle service. Customer did not leave vehicle and wanted other scratches addressed because he "felt they were related to the alarm" (?). CRM declined that assistance, however, the dealership did offer to assist with the original scratches on driver's door indicated on the due bill from 1/4/2013. No other assistance is being offered.
When I read the dealership's response along with what really happened, I see they are not telling the truth.
First, I had the bill of the alarm with the manager's (CRM) handwriting stating that the alarm was only activated on 01/17/2014, so I don't know why he said that the sensitivity was the only thing that needs to be adjusted. This is an obvious discrepancy that he might not be aware of.
Second, the alarm was inactive and that's why the car got the scratches without me knowing about them. The dealership is totally liable for these scratches because I got the car with no proper alarm (which should be included).
Third, I was in the dealership from 8:30 am to over 2 pm (which is already reported in their files), so on what logic they wanted me to stay longer to do the scratches on the door side, according to what he said. Please be advised that I left my car for over 6 hours, which should be enough to get everything handled properly, if they were really willing to
Fourth, even with what he stated, that the car came with scratches on the driver's door, is considered a statement that the car has some type of defect that they did not bother to handle for a year which shows the poor customer service they have (though I was there six months after the purchase and they did not take care of the scratches as well).
Final Business Response
It is always the highest priority at DCH Toyota of Torrance to assist our guests with excellent and outstanding service. The position of the dealership remains unchanged regarding this matter. The dealership stands by the initial response/reply submitted to the BBB.