Ashtin:
Let me start by saying Ashtin you and everyone at the
dealership have always given me excellent service. You all have earned my
loyalty and trust.
I am having a problem I believe I need Mr. Samosa's (sorry if
I spelled it wrong) help in.
On April 2, 2013 that terrible hail storm blew thru during the
night while I was at work and lots of damage was done to my new 4Runner. As soon
as daylight came I brought it to the dealership,because I trust ya'll more than
anyone.
Trieu took my car in , I had gotten my allstate claim number
and Trieu contacted Allstate and arranged for the adjuster to come out to the
dealership. Everything seemed to be going well. Trieu said my car would be good
as new and I would never even know anything had happened to it. He kept me up to
date the first few weeks. He told me the Ron Carter body shop was taking care of
it and gave me Jacks Mongens Phone number. For 5 weeks I was under the
impression the body shop was at your facility and under your
control.
My car was supposed to be completed and ready to pick up on
April 26,2013, that didn't happen. Each week I was told it would be the
following Friday .
May 17 rolls around and I am told its finally ready. I get a
ride to the shop and I am very upset with what I see.
A large scratch on the bumper and various other scratches that
were not there before.
I was refusing to take it and Jack said oh no go ahead and
take it and bring it back Tuesday May 21, and he would fix all the
scratches.
So I take the car. I barely had enough gas to get home. I had
filled the tank the day before the storm, but I figure ok maybe they had to
drain the tank for the welding or painting process. Then my tire blows out. (May
17 Friday)
I come to the dealership on May 20 to have a new tire put on.
I asked Carl to look at some things I found odd about the repairs and asked him
to confirm if they looked right or not. I knew the sunroof shouldn't be making
that scraping sound, and it shouldn't sound like marbles rolling around my lift
gate. At that time we noticed that most of the front end pieces were not lined
up correctly and some pieces were not even tightened up. I thank Carl for being
there to confirm my thoughts.
I then drove the vehicle back to Ron Carter Collision Center
and showed them the additional things I found wrong. Jack was none to pleased ,
I was just told to wait for the shuttle and given no time frame for everything
to be fixed. I was told 2 days for the paint work the week before but with the
additional errors, nothing was said. He just wanted to get away from
me.
What I am asking of you is that since I was under the
impression when I dropped the car off, that the dealership was the one handling
repairs and I was unaware until yesterday that The Ron Carter Collision Center
is not part of Ron Carter Toyota, it is a company the dealership sublets work
to.
I ask you on my behalf to quality assure that the work is
completed correctly.
The issues I noted:
1. Various scratches in paint that were not there previously.
( 8 in scratch on front bumper, scratch near (L) rear light, various
others
2. Sun/Moon roof makes scraping noise ( adjustment, track
lube, possible linkage issue.
3. Loose object rolling around rear hatch on (L)
side
4. Front Bumper not hung correctly
5. Grill area loose, uneven gaps
6. Hood large gapping area in front does not look
right
Please feel free to add any mistakes you might find that
should be addressed.
I have been with out my vehicle for almost 8 weeks at this
time. I am about to pay the 3rd car note and haven't been able to use my car. My
car just had its one year birthday in March and it made it to 10k miles
yesterday. I take great extremes to keep it nice and I want it to remain that
way.
I thank you in advance for help you will give me.
**********************UPDATES*************************
May 20,2013 In the late afternoon I called to speak with G.M
of Ron Carter Toyota Alvin. He was very curt and said he would look in into the
situation and call my by end of next day.
May 21,2013 I emailed this letter to GM's assistant so he
would have all info in front of him.
I did not receive a call from him today
While returning rental car to dealership I asked Ashtin what
he was doing on their end. She said he has passed it to Jim Smith their service
manager and he was talking to Walter the manager of Ron Carter Collision Center.
They said it would be taken care of up to Toyota standards.
Had I not stopped in I wouldn't even know that much. Still no
call from GM.
May 22,2013
I called to speak with Jim Smith at 944am was sent to
voicemail..no return call, I called again at 1212pm sent to voice mail, no
return call.
at 158 pm I called to speak to GM Samoza, was told he was in
meeting.. spoke with Ashtin who said she would check on it
received return call from Ashtin at 250pm stating that Jim had
been in contact with Walter at collision center and my vehicle was in clean up
and would be ready to go.
I explained that that did not sound right at all since I was
told it would take at least 2 days to do the paint work.
SHe said collision center was supposed to be calling me
soon.
At this point perhaps Ashtin should be given the general
manager job, she is the only one it seems knows how to get info and return calls
to the customer.
300pm received call from Jack at collision center stating car
was being detailed and should be ready, he and his manager would go over the car
with me when it was ready for pick up.
Jack said scratch on back bumper was fixed . I said the
scratch was on the front bumper, then I asked about the scraping sound sunroof
was making....he was like uh he would have to check and get back with me. He did
not call back. SO as I suspected the vehicle is not finished.
310pm called Jim Smith once again voice mail. No return call
May 23,2017 Jack at the Collision center called and said the
car would be ready and they were filling it with gas. My Dad drove me up and
everything had been addressed . I am pleased with the corrected
results.
Unfortunately Ron Carter Toyota Alvin is on my shit list. My
husband and I have spent $107,000.00 on vehicles at Ron Carter in the past year.
I would expect a return phone call. All I can say is Mr. Samoza and Jim Smith
you are both cocksuckers. You have failed completely at customer relations, and
I will tell anyone and every one what sacks of shit you 2 are.
UPDATES: THE MOULDING IS CONTINUALLY COMING LOOSE FROM THE CAR, TWICE I HAVE HAD TO BUY GLUE AND GLUE THE DAMN STUFF BACK ON.
UPDATES: AUGUST 2013 NOW THAT IT HAS FINALLY STARTED TO RAIN IN TEXAS, RAIN NOW COMES THRU THE ROOF OF MY YEAR OLD 4RUNNER AND DOWN THROUGH THE SEATBELT HOLDERS.
