Business Profile
Car Dealers
Rusty Drewing ToyotaComplaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:06/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to file a formal complaint against Rusty Drewing Dealership located in **************, ********, regarding a service performed on my car on September 19, 2023.Background My car was brought into Rusty Drewing Dealership for a passenger airbag recall service. The service took approximately six hours to complete due to what I was informed as an issue with the dealership's programming tool. According to the technician's documentation, there was "difficulty performing tech2win pps calibration with mdi [Master Diagnostic Interface]. License expired." This resulted in them needing multiple attempts to complete the recall service.Upon completion of the service, I received paperwork indicating that the mileage on my car had increased from ****** miles to ****** miles. ******** nine months later, the car's odometer currently shows ****** miles. This discrepancy, along with the discovery of a loose part bag wedged near the radiator in the engine bay, leads me to believe that the service *** not have been conducted as intended.Current Issue Since the service, I have noticed a decline in the effectiveness of my car's air conditioning system. I am concerned that the loose part bag found near the radiator and the extended service time due to the programming tool issue *** have resulted in damage to the air conditioning system.Resolution Requested I am requesting free compensation to have the car's air conditioning system inspected, repaired (if necessary), and refilled with refrigerant. Alternatively, I would like compensation to cover the cost of having this service performed at another repair shop.I have attached a copy of the service documentation I received from Rusty Drewing Dealership for your reference.Thank you for your time and assistance in resolving this matter. I look forward to your response and a resolution from Rusty Drewing Dealership.Sincerely,*******************************Business Response
Date: 06/12/2024
Upon investigation of the attached invoice provided in this case, this complaint should be filed with Rusty Drewing Chevrolet. We requests that correspondence be referred to that place of business. Furthermore, we requests that any record of this complaint be stricken from our record/account.Business Response
Date: 06/13/2024
Dear Better Business Bureau,
Thank you for bringing ****************************** concerns to our attention. At Rusty Drewing Chevrolet, Buick,GMC, Cadillac, we take customer satisfaction very seriously and strive to provide the best service possible. We apologize for any inconvenience ************************** may have experienced.
Regarding the service performed on September 19, 2023, we acknowledge the issues she mentioned, including the extended service time due to the programming tool and GM network concerns, as well as the mileage discrepancy. We have reviewed the service documentation and understand the concerns about the air conditioning system's effectiveness.
To address ****************************** concerns and ensure her complete satisfaction, we would like to offer a complimentary inspection of her vehicle's air conditioning system. Our skilled technicians will thoroughly examine the system, identify any issues, and refrigerant refill at no cost to her.
We value ************************** as a customer and are committed to resolving this matter promptly and efficiently. We kindly request that she contact our service department at her earliest convenience to schedule the inspection.
Once again, we apologize for any inconvenience caused and appreciate the opportunity to make things right. Thank you for your time and assistance in resolving this matter.
Sincerely,
***********************
Service Manager
Rusty Drewing Chevrolet, Buick, GMC, Cadillac
**************, ********Initial Complaint
Date:08/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I serviced my car with this dealership previously for a transmission fluid flush, no complaints, recently I went back because my car was making a loud noise and I was informed before they even seen my car it was a water pump so I got it replaced they changed out my coolant reservoir with a used one, which was not as the previous one on my car and the location used to be on the passenger side but they moved it to the front of the engine cabin, the coolant resivor is not even the proper year of the car otherwise it would look the same as the one previously, I would also know that it was not the same or a new part because my last one was clear and white and this one is dark yellow with dirt all over.Business Response
Date: 08/25/2022
Customer contacted ***** (service manager) Rusty Drewing Toyota on August 15 of 2022. Customer indicated that coolant Reservoir had previously been located on right front inner fender area. Customer then proceeded to accuse dealer of moving coolant reservoir to radiator fan and surround area, including the part has been replaced with you as part and was not the same size. Service manager, by comparing to other like units, informed customer that coolant reservoir was properly located in shroud at front of engine. Service manager did ask customer to send pictures of her engine compartment. Customer complied and provide a pictures of engine compartment, in which confirm the coolant reservoir was located in the proper location. Service manager then proceeded to explain to customer that coolant reservoir had not been removed much less replaced. Service manager by entering Vin number into Toyota parts system was able to identify for the specific vehicle Reservoir location to be a part of fan shroud mounted to radiator. Service manager educated customer that pictures of proper mounting location could be found on the Internet by searching 2014 Toyota Corolla Engine compartment Service manager offered to inspect vehicle in person, customer agreed that she would bring a vehicle to dealership on August 22 of 2022. August 22, 2022 customer arrived at **********************. ************************* manager met with customer and examined vehicle again, service manager attempted to educate customer on proper location of coolant reservoir. Also, pointing out area and white customer stated coolant reservoir has been, exhibited no signs of anything ever being mounted there. August 22 of 2022 customers father(*******************) attempted contact with service manager. Service manager, attempted to call back and left one message, no return contract from father at this point.Customer Answer
Date: 08/26/2022
Complaint: 17716002
I am rejecting this response because:Hello, Im following up with an email about the message, I do not want the case closed, and the dealership did change the location and did use a used part on my car, I have calls that I recorded between me and the service manager, I simply just want a refund so I can take it to another shop and get it replaced what happened to me should have never happened, I did everything they asked me from sending them pictures of my vehicle to driving an hour out of my way to see if they would make it right there response was nope because you filed a BBB complaint, but they didnt call me to inform I found out they werent willing to replace the part until I drove to Rusty Drewing on 08/22/2022 even if I filed the complaint I tried to handle this outside of BBB prior and they refused, I didnt accuse them I know where my part was before I brought it to there shop and where it was after
Sincerely,
***********************Business Response
Date: 09/06/2022
In response to the rejected response by ***********************, we did not wish to move this matter further. Attached is the repair order, as you can see, we did not work on the part she believes was replaced. The water pump parts are $202.12, tax $15.97, labor $195.00, shop supplies $15.00 (less the discount we already gave her $65.01) = $362.08. We will refund her that amount once this case is closed. That being said, this refund is contingent on no bad ****** reviews or bashing of our service department whatsoever.Customer Answer
Date: 09/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Customer Answer
Date: 09/19/2022
I have yet to receive the refund of any kind. I have not heard from the company. I am not sure how they plan on sending me the refund---if they could verify that would be helpful.Business Response
Date: 10/03/2022
The above case has been settled with a refund given back to the customer.
*************************
Office Manager,
ToyotaCustomer Answer
Date: 10/03/2022
I received the check from the company.
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