ComplaintsforErnie Palmer Toyota

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 4/2020, I purchased my Rav4 XLE from Ernie Palmer Toyota (now Butler Toyota). In 1/2021, my husband took the vehicle for service due to a loud tire noise when driving. Toyota said it was faulty tires and replaced the entire set. Since the 1/2021 visit, my husband has taken the vehicle back 3 times in hopes that the problem would be determined and repaired. The dealership first tried to tell us that they didn't hear the noise, so we requested that the lead mechanic drive our vehicle. No additional diagnostic testing was done, we were told instead that we needed new tires in spite of having tires that were replaced a year prior. By April of 2022, the noise became so loud that it was heard by callers when connected to the car's Bluetooth. My husband set up another service appointment to have the problem evaluated. This time, we were told that the problem was due to something in the steering column so they unassembled the steering column and installed some "noise reducing material." Not only did this not solve the problem, but they failed to reconnect all of the steering wheel features and I had to schedule another appointment so they could reconnect them. At that time, I informed staff that the noise was ongoing and I was advised to drive it a little more and see if it improved with the install of the material. In 6/2022, we took it for routine maintenance and to have the dealership look for the cause of the unresolved noise again. Once again, the steering column was unassembled and more of the "noise reducing material" was installed. We were then asked to drive it for a little bit to see if the noise improves and to contact the dealer before completing any surveys if it was not. To date, all attempts to have this issue addressed by Toyota have been unresolved and, conveniently, they are now refusing any additional service due to the warranty expiring this year, although the issue began during the warranty period. (One receipt attached states ongoing concern.)

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota Camry was manufactured with a defective fuel pump. Toyota issued a recall and I brought my vehicle in to Ernie Palmer Toyota on 29 Sept 2021. About an hour and 20 minutes later, I was told that the car was ready and repairs accomplished. When I got home, I was concerned if the fuel pump system was replaced so, I removed the back seat of the vehicle and lifted the metal plate covering the fuel pump. The plate was not properly sealed and no adhesive appeared to be ( or inadequate amount) on the front half of the steel plate. Additionally, when I vied the fuel pump top, I noted it was covered with a old. greasy film. To remove the fuel pump, the wires and fuel hose must be removed and the pump withdrawn. There were no indications of the fuel pump being handled ( hand prints on the top, clear smears around the fuel hose or electric to disconnect . and reconnect. I took two pictures and called ****** ******* for clarification and they had the dealer Svc Manager call me. I will attached the two HD pictures showing the thick film across the fuel pump still being undisturbed. While I have serious doubt how a pump could be replaced without indications to be seen on the layer of residue on the top of the fuel pump, the Service Manager gave me his personal and company guaranty that the defective fuel pump was replaced. With that guaranty/ warranty, I asked him to send an adequate amount of sealer for the metal top plate so it could be sealed properly as it should have been done during the fuel pump removal. I have emailed the service manager more than once and it is about a month now and no sealant has been received. I am left with the question, why was not the top plate sealed properly, was the fuel pump ever replaced and why hasn't Ernie Palmer Toyota sent the sealer so I can put this issue to reast?

  Business response

  10/29/2021

  This was the our original response to the Toyota BEC case.

   

  *** ******,

   

  The assembly is removed by disconnecting the hoses and then turning the retaining ring.  The top that you see is spring loaded and pops up when the ring is removed .  The technician will pull the assembly out by the sides being careful not to allow the aligning tabs to break or suffer any damage.  On the bench the old pump is removed, and the new part installed.  The assembly is then reinstalled in the tank and the retaining ring is pushed down with both hands due to the need to properly start and threads to tighten.

  Also our techs use nitrile gloves during this process, in fact they use nitrile gloves nearly all of the time when working on vehicles.

  The sealer is butyl tape and enough to make a seal that will block ingress to the cabin is required..

   

  I reached out to the customer this morning and left a voice mail where I offered to hold the sealer tape

  here for him to pick up or I could mail it.     Then I remembered there were

  days between responses when we last corresponded about this and most were email. 

  I sent him an email that we were shipping the tape out today.

   

   

  The butyl tape sealer requested by *** ****** will be shipped today to

  ***** *** *** *****

  ************* **  *****

  Business response

  11/01/2021

  The sealer was left by the driver for UPS at the front door Saturday October 30, 2021 at 1:41 pm. The tracking number is ******************. 

  Thank You, 

   

  ***** *******

  Ernie Palmer Toyota

  Customer response

  11/04/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Dear BBB,
  
  
  Thank you for your help in trying to resolve this issue but after over a month of trying to get Ernie Palmer Toyota to provide professional mechanical service, I find it may not be possible in this case. I am attaching a picture of what was sent and how far it went around the hole to seal above the fuel pump. As you can see, another inadequate job would have been performed with what was sent.
  
  
  Sealing this plate above the fuel pump is important because if the fuel pump seal ever fails, the properly sealed plate above it keeps fuel vapors from accumulating under the back seat of the vehicle. Just as important, if a driver is driving at high speeds during a heavy rain, the properly sealed plate keeps water from leaking under the back seat and forming mold which could be an undetected health hazard.
  
  
  The proper and professional way to seal this plate IMO, would be to scrape off the 3 year old sealer that was there that already had gaps in the seal. Then to put a new and equal layer of new sealer all the way around to avoid mounds of old sealer with the new and then to press it down to ensure a perfect, watertight and vapor tight seal all the way around. As you can see from what was provided, no such seal could be established and consistent with my first complaint of not being sealed properly.
  
  
  At this point, it is clear to me that even pushing Ermie Palmer Toyota with your help to do the task properly or provide materials to do the job properly could not be accomplished. Please leave the ticket open as unable to be resolved professionally.
  
  
  However, I must say the effort and help provided by the BBB to get professional work and the issue resolved was very good and I want to thank the BBB for doing their part. The failure of Ernie Palmer Toyota falls on their management and not the BBB or consumer.
  

  Sincerely,

  ***** ******

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Put 1000 on deposit on a car changed mind before I picked up car. EArnie Palmer Refuses to give back deposit.

  Business response

  08/26/2021

  Please see attached copies of a repair order and the back of the buyers order that Mr. ***** provided for you. Mr. ***** agreed to purchase this vehicle by putting a $1000.00 down payment and signing the buyers order attached. He requested as part of the purchase that he wanted us to accessorize the vehicle by adding a tri-fold bed cover, running boards, wheels and tires. Attached is a copy of both repair orders. They total $3848.53.  Please note the highlighted area on the back of the buyers order attached that states "Refusal or Failure to Accept Delivery and Other Non Performance" Mr. ***** after requesting for these accessories to be added has backed out of the deal. Ernie Palmer Toyota installed these items requested per the signed Buyer's order agreeing to the price and conditions of the sale. Therefore Ernie Palmer Toyota will not be refunding Mr. *****. 

  Customer response

  09/15/2021

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID *********, , and find that arbitration is necessary.

  Sincerely,

  ***** *****

  Business response

  09/20/2021

  Thank you for your assistance with ***** *****. Attached is proof of refund. I spoke with him this morning and he gave me his card to apply the credit back to.

   

  Thank you,

   

  ***** *******

   

  Comptroller

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩