Bob Massie Toyota Complaint - GREAT Vehicle *BUT* Horrible Service!
WHITE OAK, PENNSYLVANIA -- The following was sent to Corporate Toyota in California a couple of months ago. To date, no response...
In March 2002, I purchased a Toyota Sequoia - Limited and although I have been
a very big fan of your vehicles for years, I have the following complaints
about the Sales and Service Departments at Bob Massie Toyota in White Oak,
1) When I purchased the above vehicle, I also purchased a 70,000 mile extended
warantee (Attachment #1). At the time, I was told that this warantee covered
“everything and anything that might go wrong with this vehicle bumper to
2) From the onset, the left-side of the driver's side seat wore excessively in
one particular spot. Several “attempts” were made to repair this defect
(Attachments #2, #3, #4). All of which were pathetically unsuccessful. I even
attempted to have this repair done in McLean, VA (where I recently moved) and
Koons Toyota stated that the repair was done “bad” (Attachment #5). I got the
impression that the Service Department at Koons didn't even want to touch such
poor worksmanship. For your review, I have attached a photograph of the state
of the repair to this seat currently looks like (Attachment #6).
3) Shortly after purchasing the above vehicle, a sharp clicking noise was
noticed coming from the far left corner of the driver's side dashboard. Bob
Massie Toyota refused to acknowledge the existance of this noise (Attachment
#7) although this “pillar noise” was a well documented issue in the Toyota
Technical Service Bulletins (Attachment #8).
As of this writing, the above vehicle has nearly 80,000 miles on it and it is
admittedly outside of the original 70,000 mile extended “warantee” and my
situation obviously doesn't matter to the Sales and Service Departments at Bob
What really does matter to me, at this juncture, is if Corporate Toyota TRULY
does care about its long-standing reputation and its willingness to treat its
Rather than only complain about the “quality of service” (or the lack thereof!)
that I encountered at Bob Massie Toyota, I offer the following as potential
solutions to each of the above items, in order to appropriately resolve this
matter in an amicable fashion:
1) Corporate Toyota mus insist and enforce that the Sales and Service
Departments at Bob Massie Toyota either provide TRUE “bumper to bumper”
coverage on the extended warantees that they offer or have them stop stating
this as “fact”. Anything less is deliberate deception.
2) Since Bob Massie Toyota made several pathetic attempts to repair the
driver's side seat, I am politely requesting that Corporate Toyota make
suitable arrangements for this item to be either be properly and professionally
repaired or to have the seat replaced in its entirety.
3) Since Bob Massie Toyota clearly ignored my attempts and requests for them to
repair the “pillar” clicking noise, I am politely requesting that Corporate
Toyota make suitable arrangements to have this item properly and professionally
It should be obvious to you that I am clearly unhappy with the quality of
service that I have unfortunately encoutered at Bob Massie Toyota and my
subsequent disinterested treatment there. I have unfortunately found their
entire Sales and Service Departments to be both deceptive and completely unable
to competently service the above vehicle.
What concerns me even more is what I don't and haven't yet “seen”. If Bob
Massie Toyota's obvious acceptable level of service is as inferior as the above
seat repair, I absolutely shudder at the thought of what all has (or hasn't)
been done in terms of maintenance to this vehicle.
It should also be obvious that I will never purchase another vehicle at this
dealership and many of my family and friends feel the very same way because of
these obviously pathetic attempts at maintenance and repair, in addition to the
nearly constant clicking that is heard in the passenger compartment.
Trust me when I say that Bob Massie Toyota is clearly doing Corporate Toyota a
dis-service by their innept and deceptive Sales and Service Departments. They
are also clearly undermining Toyota's world-wide reputation and all of your
well-intended marketing efforts as well.
Although it is very clear to me that Bob Massie Toyota could obviously care
less about losing me as a customer, I would be terribly surprised and
disappointed if Corporate Toyota takes this very same position. Please know
that I will be grateful to you and your office for any and all efforts on their
part to resolve this matter. Thanks, in advance, for your time and
consideration. I look forward to hearing from you.
A “Pending” Loyal Toyota Customer,
LEE G. DENEAULT
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