MCarmen

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| map-marker Westbury, New York

Customer Service Complaint

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Updated by user Feb 24, 2024

Toyota called me the next business day of me submitting this letter of complaint. They apologize for not calling me back right away and schedule me to get my car fixed.

Original review Feb 24, 2024
To Whom it May Concern,
I am enquiring about an incident that occurred on February 17, 2024 when I brought my car in for service. My car had been parked on my driveway since the day of service being that I was home sick throughout the week.

As Im about to leave the house to go to work on Monday February 19th, I noticed that my car had a dent on the passenger door of the left side of the car which would had only occurred at the time of the service being that I had not used my car since. I instantly called the dealer on the 19th and spoke to the receptionist and explained the situation and she rudely hung up on me; I called back again and the lady said she would relate the message to the manager and that he would call me back and then hung up on me again. I tried calling back several times again, this time no one answered the phone. As of today February 22nd, I have not received a call back.

Very unprofessional I may add. I would appreciate if this gets escalated to upper management so we can get this addressed. I have been a client of this dealer for many years, I have leased and purchased multiple vehicles. I have even referred a few of my co-workers and friends over to Toyota.

I would think that this loyalty would count for something.
Having said that, I have had nothing but a good experience for years with you guys and I hope that you can right this wrong. I would hate to bring my future business elsewhere to your competitors.
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Preferred solution: Looking for them to take responsibility and fix the damage they made on my car.

User's recommendation: Always expect your car prior to taking it home from service.

Evelyn R Omq

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UNACCEPTABLE CUSTOMER SERVICE

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To whom it may concern, 1st I a WANT TO SAY THAT I BEEN A LOYAL CUSTOMER WITH TOYOTA FOR MANY YEARS AND THE SERVICE and TREATMENT THAT I RECEIVED ON 7/1/20 AND ON 7/8/20 WAS UNACCEPTABLE AND I WILL NEVER GO BACK TO THE TOYOTA SERVICE LOCATED AT 115 FROST STEET WESTBURY NEW YORK 11590. The PHONE NUMBER IS (516) 279-****. This was an experience that I will never forget. It was the most careless and inconsiderate actions that I received. On 7/1/20 I was lied to and ignored both times by Janine Leuthner the service representative that was supposedly there to help me. My appointment on 7/1 was to get a recall and also to have my key alarm done. This appointment was scheduled to have both issues taken care of. After over 2 hours of waiting my car was finally done but only to find out that the key alarm issue was not. If I hadnt checked before I left no one would of told me this. I went back to Janine to tell her that prior to my visit my husband called and ordered the piece that was needed to fix the alarm issue. Her answer was that I had to make another appointment because they had to do more diagnostic testing Mind you that they changed the battery and charged me when they could of easily put back the battery that I had. The 2nd appointment visit was even worse than the 1st. This is what happened when I made another appointment on 7/8/20. This time they had me waiting for over 3 hours. When I got there I explained everything to a young man that helped me with the basics. After about an hour later he came and updated me about what was going on. He said that he forwarded the information to Janine Leuthner because she was the one that handled my 1st visit. About another hour past and no one had updated me. So I spoke to Janine and she said that she didn’t know that I was there. At this point I was beyond frustrated with this whole ordeal. About a half an hour later she still didn’t know anything. Another half hour later she gives the key to some to get my car. I then noticed that it was only 1 key. She couldn’t find the keys that were originally given to her. This time I spoke to the manager named Charles Vassallo which ignored me and told Janine while I was still in his office that he had no time for this. I’m glad that I wrote both Janine and Charles first and last names that way they get reprimanded for the Unacceptable service that they gave me.
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