ComplaintsforMcPhillips Toyota

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is Sabrina ****** *** * ** ******** ** ****** ** ** ******** **** **** ** ** *** ** **** ******** ******** ** ******** ******* **** ****. I’d like to start off by mentioning that we have been extremely upset with the services provided by your auto body teams. This late afternoon, my partner went in for a “mandatory” maintenance appointment along with a part removal and oil change since he was already attending your shop. He arrived at 4:30 p.m. for the appointment for the maintenance, and they didn’t take the vehicle in until 4:50 p.m. Between 4:30 and 6:00 p.m., not a single person updated him or said what was going on. At 6 p.m. (when you guys close), he went up to pay because he knew you guys close at 6 and people were putting their coats on. At 6:15 p.m., he was the one who had to find out if the truck was done and if it was ready. It was then that the mechanic waived my right to my vehicle. Almost 2 hours of zero communication. Upon arrival, my partner mentioned the sound due to the heart guard, oil change, and maintenance. Michael helped get him set up and mentioned that he was due for the mandatory maintenance (needed at every 50,000 kilometres, per his words), and there was no record of the fluids being changed at all. We bought this truck when it was already over 50,000 km. Why did Toyota never change these prior to purchasing it last year? To comment on pricing and labour charges, please explain to us why we are charged for labour. Can you comment on whether these services are covered under warranty?  I am asking Toyota to please contact me via email or phone to discuss these matters by answering my questions and informing me how Toyota will be retrying this relationship. We will be seeking services elsewhere otherwise, as we are very disappointed in your company.

  Business response

  12/12/2023

   

  Hello, 

  We are very sorry to hear that your service experience was less than ideal.

  I understand that there was an appointment for 4:30 for an oil change service scheduled for yesterday, these appointment times are arrival times and not necessarily the time the vehicle will be entering the shop. Upon arrival the Service advisor would have gone over the vehicles service history through Toyota Canadas system and recommended maintenance that would be needed based on the vehicles service schedule, These are recommendations not requirements, at that time the pricing was given for those recommendations and approval was given by the customer. These items are maintenance and not warranty items which is why pricing was told to the customer and approval was needed prior to completing the work. The vehicle went into the shop at 4:50 as mentioned and we were approved to complete an oil change, driveline fluid change (front and rear differential and transfer case) and transmission fluid change, these items take around 2 hours to complete on average which should have been mentioned to the customer when the work was approved. 

  I'm sorry if the advisor didn't mention how long these services would take or check in during the time the customer was here I will be talking to him about this and we will do some more training in regards to communication. The transfercase service is recommended at around 50,000km and the Transmission is recommended around the 100,000km when we do our used vehicle inspection and safety we check and top up fluids as needed but we don't replace fluids unless there is a problem. 

  Based on your issues we would be willing to provide a credit on your account at McPhillips Toyota for 20% of the parts and labour total from this visit which would come to a credit of $******* 

   

   

  Customer response

  12/12/2023

   
  Complaint: ********
  
  I am rejecting this response because this is simply unsatisfactory and my concerns have not been fully addressed. 
  

  This complaint is towards ALL services done at Toyota (3-4 oil changes - can’t remember how many) and ALL the labour charges we’ve been charged throughout the history. The part prices, we agree on. The labour charges are a simple no. Please see again my breakdown of these charges. 
  

  My questions relating to the warranty are still not answered and we do not want a CREDIT with Toyota. We would like a refund *** *** ********* ************ of at LEAST $*** for ALL services to dates.  
  

  Again, we purchased this vehicle over the 50,000 km mark and therefore it SHOULD have been done prior to the purchase. Let alone the fact we had to purchase new tires this year (not even 1 year of owning the truck) because your team deemed them unsafe. 
  

  Please revise and let me know what your teams conclude.

  Sincerely,
  
  Sabrina *****

  Business response

  12/12/2023

   

  Hello,

  If you do not want a store credit then we will issue a cheque for the amount offered previously.

  You have been in for 1 oil change since purchasing the vehicle prior to the visit yesterday, you do have an extended warranty but that covers for repairs it does not cover the cost of maintenance for your vehicle therefore the warranty would not cover any of the work that has been done on the truck.

  The pricing of all repairs was disclosed prior to work being done and approved by the customer. 

  Customer response

  13/12/2023

   
  Complaint: ********
  
  I am rejecting this response because:  

  Hello there,

   

  I’d like to email in relation to this as I don’t believe this matter is closed. 

   

  Mcphillips Toyota has not **** ****** ***** **** *** *** yet to answer my questions. 

   

  We DO have extended warranty and my question was in relation to what is actually covered under that warranty. I’m still not understanding what the point of the warranty was if it doesn’t even cover inspections and these “recommended” maintenance. Even the auto repair man said there was “no record of any fluid changes or top ups” for our truck. 

   

  Thank you for correcting me on my file as we thought it was 3 oil changes, but it’s simply been 3 total visits. We’ve done 2 oil changes (in addition to all the fluids on Monday) and 1 inspection for an issue we had where they deemed the tires unfit/needing to be replaced. That was also a time where our vehicle sat for 30 mins before WE had to ask if the service was complete. None of this has been covered under the warranty or nothing under good service as we’ve always had to communicate and ask the status. 

   

  We are issuing this complaint in relation to all these services in which we’ve spent over $**** coming in and being charged $***/hour for labour in addition to the other needed repairs. There has been absolutely no communication nor notice of how much these things would cost prior to completing them. It’s absolutely ridiculous.

   

  I am kindly asking this be escalated further and received to receive the 20% compensation on ALL of the services in addition to informing me of my extended warranty (which we do have + roadside assistance with them) and answer of warranty is voided if we do services elsewhere. 

   

  We are extremely disappointed with them. This is very unfortunate and frustrating **

   

  Thank you for your time,

   

  Sabrina *****

  
  
  

  Business response

  13/12/2023

   

  Hello,

  I have ******** a copy of the Platinum coverage which you have on the 2015 Tundra as stated in the contract and the material that would have been signed during purchase "maintenance services and parts including all lubricants and filters, belts and hoses, wheel balancing, or alignment etc. are not covered. you are covered for the failure of plenty of other components such as engine, transmission, axles, suspension etc. (as long as they aren't on the list of not covered items). basic maintenance such as oil changes, air filters cabin filters, or any other fluids that have maintenance intervals for being changed are the responsibility of the owner of the vehicle and if they aren't replaced according to the maintenance schedule may result in the denial of a warranty claim. You can take your vehicle elsewhere to complete these maintenances but you do need to make sure you have copies of the receipts in case you ever have a warranty claim and Toyota Canada asks to see the maintenance history. 

  We most certainly have informed whoever brought the vehicle in for the services what the price was for each service being added to the repair order and we have the work order signed prior to completing repairs I have attached the most recent one which shows pricing as well as the signature on it. As I stated in the prior response there was a quote given prior to completing work every time you've been in, and each time there was no mention of confusion about having to pay the bill. 

  When we safety vehicles for sale we do an inspection as well as a safety during this we check fluid condition and level of all components, if they are deemed to be at a reasonable level and of good quality we may not replace them. Based on the services you last had which you stated should have been done prior to your purchase the only one that may have been recommended would have been the driveline fluids. Due to your frustration with the service you have received and the confusion on your warranty coverage we will agree to send a cheque for $*** which would more then cover the cost of the driveline fluid replacement plus taxes and shop supplies instead of the 20% for the last service.

  I believe this is more then fair. 

   

   

  Customer response

  13/12/2023

   
  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.
  

  Please kindly let me know if the cheque is best or if you prefer I bring the card payment in store? 
  
  Sincerely,
  
  Sabrina *****

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