ComplaintsforJim Pattison Toyota Surrey

• Initial Complaint

  31/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have brought our 2017 Prius to the *** Pattison Toyota in ********* Surrey location on May 28,2024 around 10am to get a flat-tire with a nail to get fixed and the nail was located where the Bridgestone parallel to the last letter E on the surface of the tire. It was the passenger(right) rear tire had the nail, I left the vehicle and later received a message around ***** noon to come and collect it and paid $74.10 which I use their online system to pay, I was given an invoice saying the cost I paid is for nail removed from rear right tire, I take the car around 3pm ish (had to walk to their service location) and brought it to my wife , an hour later my wife sent me a photo showing the same tire flat again. She had to leave the car away from home. I had to walk to the car to find out the nail was never removed the location of the nail was same called the Jp Toyota Surrey and left couple messages around 5pm no call back. The service done nothing other than pumping air into the tire they never sealed the puncture never removed the nail. This is common knowledge you can drive with a nail in tire only short distance but it has to be removed , yet the same nail in the exact same location is still in there , I have 3 kids that goes different activities and we only have one car when I drop the car to be serviced and paid the cost for the service I expect the proper service to aid the issue has to be administered , JP Toyota dropped the ball here big time.

  Business response

  18/06/2024

  we repaired the original puncture. The customer got a second puncture while driving and came back and we repaired it at no charge so there is nothing further to do. 

  Customer response

  20/06/2024

   
  Complaint: 21773397
  
  I am rejecting this response because: I am writing to lodge a formal complaint against *** Pattison Toyota regarding this incident that raises serious concerns about the quality of their service and their disregard for customer safety.
  
  On May 28th, I brought my vehicle to *** Pattison Toyota to repair a rear right tire with a nail embedded in it. I have attached a photo (IMG_4516) taken before the service, showing the nail and including timestamp and location data to verify the initial condition of the tire. I left my vehicle at the service center around 10:00-10:30 AM and handed the keys to ****. At approximately *****pm same say, I was notified that the service was complete and I had to walk to their location and was there around 2-2.30pm paid $74.10 for the repair.
  
  Later that day, around 4:30 PM, my wife drove our kids for their soccer practice discovered that the same tire was flat again. Initially, I thought this might be a separate incident. However, upon my inspection at 5:00 PM outside the ********************, it was evident that the nail was identical to the one initially photographed. Which indicates that the tire was not repaired and the nail was never removed. The tire had no history of damage prior to this incident, and the initial s**** was located parallel to where the last letter E of Michelin was situated on the tire. The last three photos taken after 5:00 PM on May 28th clearly show the same pattern and s**** head angle, confirming it is the same nail.
  
  When I returned to *** Pattison Toyota the following day and presented the photos, the staff, in ***** absence, attempted to frame this as a new incident. Given the exact placement and angle of the nail, this claim is implausible and suggests negligence or incompetence on their part. Thorough documentation and inspection of vehicle damage are critical to ensure accurate repairs and customer safety, as emphasized by industry best practices.
  
  The service centers failure to remove the nail and merely inflate the tire not only posed a severe safety hazard but also represents a breach of trust. Proper documentation and inspection are essential to prevent such negligence and ensure accountability. This negligence is unacceptable, particularly given the significant risks associated with a compromised tire, including potential accidents that could endanger my three young children, my wife and myself.
  
  When I presented the photos and explained the situation to the service center, they continued to assert that this was a new incident and offered to fix the tire without acknowledging their failure. This response was inadequate and demonstrated a lack of responsibility and concern for customer safety. The only person who was apologetic was a gentleman from the service side who, upon reviewing the photos, acknowledged that it was the same nail.
  
  Despite my clear evidence and long-standing patronage since 2018, during which I have spent $500-$600 each visit, the front desk staff displayed a blatant lack of accountability. After I filled out a survey expressing my dissatisfaction, I was promised a follow-up within 48 hours, which never occurred. The service centers attempt to save face instead of addressing the issue transparently is concerning.
  
  Given the severity of this oversight, I am seeking the BBBs intervention to address this issue. I demand a thorough investigation into *** Pattison Toyotas practices and appropriate corrective actions. Additionally, I expect a formal apology from a manager from service center, return of my $74.10 back to my original payment of method(credit card) and assurance that such negligent practices will be rectified to prevent future occurrences.
  
  Thank you for your attention to this serious matter. I look forward to your prompt response and action.

  
  Sincerely,
  
  Hakan Subasioglu

  Business response

  26/06/2024

  My service manager has contacted the customer directly and dealt with the situation so no further action required. 

  Customer response

  26/06/2024

   
  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.
  
  Sincerely,
  
  Hakan Subasioglu

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