ComplaintsforValenti Toyota

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/02/2024, I brought my 2012 Camry Hybrid into Valenti Toyota of Westerly **., where I purchased it and regularly service it for the past 12 years. I was scheduled for an oil change and front brake replacement. During my service I was informed I needed a coolant flush and transmission service, spark plugs/tune up, and inverter service at a cost of $994.00 + tax. I responded that this didn't seem right. I regularly serviced my vehicle here following Toyota guidelines. The agent told me these services were 2 years overdue ( 10 years/120,000 mi) and a former employee must have dropped the ball. Fortunately, I declined the additional service. Later I talked with the service manager, ******, who stated that these things sometimes happen and added that perhaps these services weren't done due to the installation of a new computer system. After reviewing my service records at home, I discovered I had all these services performed in 2020 at the ******* mile ***** I returned to Valenti Toyota on 1/4/24 with my paperwork and presented the documentation to ******, he now responded that they had installed a new computer system in 2021 which eliminated all prior vehicle history records. I said this was unacceptable and asked if they had informed their customers of this now incomplete history. He responded no followed by more excuses like "bugs in the system". When I mentioned how a vehicles history was important when recommending services ( I was a perfect example) he agreed but didn't seem ****** concerned about correcting this deficiency. The whole episode to him was just an honest mistake. Recommending additional (unnecessary ) services to me is not an honest mistake, especially with the growing number of elderly customers who depend on Valenti's recommendations which are now based on incomplete vehicle service records. Again, if I had not maintained good records, I could have had $1000 of work done that was unnecessary. Therefore I am filing this complaint .

  

  Business response

  01/15/2024

  On 1/2/24 we serviced ***************************************** 2012 Toyota Camry. He had asked us to preform and oil change and front brake replacement. During the service we had approached ************************** and mentioned that the car was due for additional service based on the mileage and the age of the vehicle. At the time he stated that he did not want to complete the suggested service and may get a second opinion. A few days later, he came into the dealership with his service history records to talk with the service manager, *************************. Together they went over the service records and ************************** showed that the service had been completed in the past. After looking at the records we apologized to him. At that time he asked "how could something like this happen". ****** responded that we normally check the service history on our computer before recommending any services. ****** further explained that we had changed over our computer system a few years back and it did not transfer over all of the records from the old system. ****** repeatedly apologized and told ************************** that it was an honest mistake and not any intentional deception. 

  ************************** wasn't satisfied with that response and wanted an answer at that moment of how we were going to fix the "deficiency". At the time ****** could not give him an answer that he was looking for. Since the two of them met, we have had time to discuss the issue amongst employees and have come up with several ways to minimize the chance of something similar happening again. When we are recommending service on vehicles, we will be using several methods to help us and the customers to determine if the service was performed years earlier. To do this we will rely on the following; our computer database, a paper filing system containing history from the previous and current computer system, and asking the the vehicle owner's input regarding service history of the vehicle. We will also work with consultants for the new computer system and ask them to advise us of other ways to look for service history that was imported from the old computer system into the new one that we might not yet be aware of. We are confident that through all of our resources and this process that we have enough history and information to minimize the chances of this happening again. 

  This was an unfortunate mistake that we take full responsibility for. We would like to sincerely apologize to ************************** for any inconvenience we caused him.

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