ComplaintsforRudy Luther Toyota

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a used Equinox here in August 2021. 4 months and few miles later the timing chain came loose and caused significant damage. Over 5000 dollars in repair costs. After researching more, this is a known issue with these models and preventable with an inspection within the mileage range that they sold the vehicle. I did reach out to the dealership through their website offering to discuss the problem without response.

  

  Business response

  12/29/2021

  I have reached out to the customer for more information and will report back.  We will be working together to find a resolution.

   

  Debbie *****

  Customer response

  12/29/2021

  Hello
  I'm rejecting the response only because I haven't been contacted that I can find. I checked all my folders for the gmail account and can't find a message. Feel free to call me to discuss a reasonable resolution. Gmail also included in case of error
  
  ************ **************************
  
  Thanks
  Kevin
  
  
  

  

  Business response

  12/30/2021

  Here is a portion of the email that was sent to ************************** at 3:24pm yesterday.

  I am looking into any process breakdowns that we may have that caused the lack of contact.In regards to the concern that the timing chain coming loose as a known issue and being preventable with an inspection. I did speak with my Used Car Reconditioning Supervisor to find out more about your vehicle and the timing chain issues that you researched. The timing chain is a sealed component inside the timing cover.  It is not able to be visually inspected like a timing belt is.  Most of the time you will get a check engine light with a code indicating the timing is off.  It will run rough like a misfire.  There was no check engine light present at the time of inspection.  She went back into her authorization requests and has never recommended replacement of the timing chain on an Equinox. There is a 60 Limited Pre-Owned Vehicle Powertrain that is available.  I have attached that for your review along with the optional vehicle service contract that was offered and declined. I wanted to be sure to let you know that our intention is to make sure that we inspect vehicles for any safety concerns and needed repairs. Our reputation is important to us as well sell about 2400 used cars per year.  Had we know there was a timing chain issue at the time of inspection it would have been addressed. I can certainly understand your frustration and concern after a short time of ownership.  With that I would like to look at some options for you.

  Ryan ***** (pre-owned manager) will be reaching out to get more information and talk about the next steps.
  

   

  Customer response

  12/31/2021

  I'm not sure what accepting or rejecting a response does to the process so I'm rejecting to show I'm not yet satisfied. I did speak with Ryan on the phone today and appreciate the time and response. Not sure why I'm not receiving emails from Luther but I've checked all folders. Also, Ryan indicated he would text me an email address to send the RO for the work completed at Honest one auto. I didn't receive that text today as stated. He indicated that they would have covered some costs if the repair would have happened at Luther. I explained that I tried to contact them early last week through their website without response while I had honest one hold the repairs. He suggested I would have received response with contacting service. I explained my frustration with earlier efforts through service for the wiper issue where multiple phone call and return calls from service managers never transpired. Not sure where we're at with not receiving texts or emails or how I should have handled it differently or how where the repair happens matters as far as liability. It's a known issue with these models. Maybe this complaint spurs communication to other buyers. There was no check engine light or indication of this catastrophic failure.
  Kevin

  

  Business response

  01/06/2022

  I have been communicating with Kevin and have offered to reimburse him for the repairs.  He said he was satisfied with the resolution.  I am glad we were able to work it out.  

   

  Debbie *****

  Customer response

  01/08/2022

  
  I have reviewed the response made by the business in reference to complaint ID 16399685, and find that this resolution is satisfactory to me. Please consider this matter fully resolved

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 9, 2021 i purchased a Ford Edge from Rudy Lurhern Toyota, however I paid $500.00 to hold the car sight un seen due to the car shortage and a in house warranty of 30 days. I drove the car home, air condtion and music was on, did not drive the car again until 14 days later due to COVID contact. I noticed the car was making a rattling noise from the back of the vehicle and noise was coming from the brakes. Sent an email to the rep that sold vehicle on 10-5 and my Dad brought car back and i received an owe note to contact the service department. Called service department on 10-11, 10,-14, 10-21,10-28 and last time on 11-8, spoke to the John Service Departmen Manager. I explained I have been calling Stacey Hassler with no response and the car,has been inspected and there are issues with the brakes and a leak. John stated they were liars and the car brakes were fine and they dont owe me a thing. Rudy Luther will not fix anything, In addition, I contacted the rep that sold me the car on 10-25 and 11-2 no response.. I paid 816.07 to get my car in safe driving condition.

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16155513, and find that this resolution is satisfactory to me.

  

  Business response

  12/21/2021

  We will be reimbursing Ms. ***** for the repair.  I apologize that she had such a difficult time reaching someone to get this addressed sooner.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We've repeatedly had issues with our radio rebooting. We brought the vehicle to this dealership for service under our Platinum Toyota warranty. We were told this was a firmware issue with the radio and were charged $80 by the dealership to update the firmware. This did not resolve the issue. The next step we were told was to replace the radio. The dealership said this was not covered under the warranty.I called the dealership to discuss the issue and they repeated that this is not covered under warranty. After calling Toyota they indicated that indeed both the firmware and radio replacement were covered. At the 6th call I was able to reach ****** and he indicated he had never called Toyota to see if the issue was covered. I provided my case with Toyota who maintained I should be refunded the money. ****** indicated that he'd been charging for firmware updates to customers at this point. Further he indicated they would not replace the radio as instructed by toyota.

  

  Business response

  09/28/2021

  We have applied for a refund for the software update.  We also have an appointment set for Saturday, October 2, 2021 to get the part number for the extension module for his radio so we can get this taken care of under his warranty.  I sincerely apologize that this was not handled properly the last time ***** was here for service.  

   

  Regards,

   

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

  Customer response

  09/28/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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