ComplaintsforStoltz Toyota-Scion

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4th, 2022 I took my 2017 Sienna to Stoltz Toyota for service, inspection and to fix an issue I had been having with the back hatch. I bought this vehicle from this dealer in 2017 and paid for the extended warranty. I have only had it serviced at this dealer. The mechanic that did the inspection marked that my battery was good. When I went to pick up my vehicle, it would not start and the terminals on the battery were so corroded that they told me that combined with the cold weather is why the vehicle wouldn’t start. Whatever the cause, the mechanic said the battery was good and marked that the terminals were good. Clearly, not. Also, when I dropped the van off the back hatch would not close with the button, when I picked it up, it will close, but the entire back door is crooked-it was not when I dropped it off and the best I could get out of the service department and the manager is that the whole hatch must be crooked and there is nothing they can do. Whatever their mechanic did to the back door resulted in it being visibly offset.

  Business response

  03/01/2022

  In response to the BBB complaint filed by this customer, I first attempted to call the customer on Friday February 25, 2022 and had to leave a voicemail.  I did not get a return call from the customer so on Monday February 28th, 2022 i sent the following email:

  Hello *****
  
  
       First let me say that I apologize for the issues at your last service visit at Stoltz Toyota. We always try to do our best, but we obviously missed the battery issue when it was in our shop. I have received your complaint that was filed to the Better Business Bureau and wanted to reach out to you prior to responding to the BBB. I left a voicemail for you on 2/25/22 but I have not heard back.
       It is my understanding that the battery issue was taken care of the next day, but the tailgate issue remains. The technician adjusted the latch to where it would close, but in doing so, the alignment of the door was off. The vehicle was taken to a local body shop the next day and it was determined that no further adjustment could be made, and in their opinion, the tailgate would need to be replaced. With the vehicle being so far out of warranty, the Service Manager (**** *****) assumed that there wouldn't be anything else that we could do.
       Upon receiving your complaint from the BBB, **** went to our Toyota Representative to see if he could get them to make an exception. He told them you were a good, loyal customer of the dealership and asked for their help. While the vehicle is quite a bit out of any warranty that would cover this issue, Toyota did agree to make a one-time Goodwill offer of $1500 towards the replacement of the rear tailgate. Before asking Toyota, we had Cataldo Collision do the attached estimate for the repairs. 
       The estimate total is $2068 and would leave a balance of $568 after the Goodwill offer from Toyota. We very much want you to be a satisfied customer of Stoltz and I do believe this is a very fair offer. We value your business and hope that we continue having a good relationship for years to come. I am hoping that the $568 balance is acceptable to you, and if it isn't, I would like to discuss to come to an arrangement that will, hopefully, satisfy you. 
       Please call me at your earliest convenience.
  
  
  

   

  It is now Tuesday  March 1, 2022 and I have not received a response up to this point. I think the email above clearly states our position and that we want to resolve this issue with the customer. Also would like to mention that the original letter was dated February 13, 2022 but not received until February 21st. I reached out to the BBB on February 22nd and was informed of the preferered "digital" approach and informed that i had 10 days form that point to give my response.

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