Fort's Toyota Complaint - Terrible Service
PEKIN, ILLINOIS -- I hope you can help me. I have a complaint I'd like to register with you about the customer service of a car made by Toyota Motor Corporation.
I purchased a Toyota Matrix new in November of 2003 from my local dealer, Fort's Toyota in Pekin Illinois. The vehicle had been dropped off by Toyota's regional representative as his demo car. I expressed interest in the vehicle and was offered a "discount" on the car if purchased right away. There were currently 9000 miles on the vehicle and I was told I would be sold the vehicle as new with full warranty coverage. I came to an agreed upon price for the Matrix, financed the car thru Toyota Finance, and purchased the vehicle. I also purchased the extended warranty at a cost of $900. One year later with 40,000 miles on the vehicle, the clutch disc assembly failed, pitting the flywheel and causing residual damages.
Upon my initial phone call to the dealership, the service manager immediately informed me that the clutch would not be covered, nor would tow bills, nor would they provide a rental car during service. I was apprehensive that he immediately made such statements. After assessment, he returned my call and informed me that this was just such a case, and that I would have an approximately $1000 bill to contend with. I called Customer Care with Toyota and was given case number 200412130571. I was then referred back to Heather Hendrix at Forts Toyota, and assured she could come to some amicable agreement. I spoke with Heather on December 10th, and she told me that she would check with their regional supervisor from Toyota. I didn't hear from Heather again, even after leaving messages for over a week (seven business days).
When I finally called her again and caught her on the phone, she explained that she had been out sick, and hadn't been available. She then informed me that she was sorry, but no help on these repairs would be offered from either Forts or Toyota Corporate because this was a wearing item, and that I should read my service contract more carefully. I told Heather I was greatly displeased, and that I would never buy another Toyota, nor would I recommend that any of my family or friends do business with Toyota or Forts Toyota. Heather proceeded to ask me if her dealership had performed my scheduled service. Curious, I asked why she would care.
She explained that since someone else was obviously performing my oil changes, I had displayed no customer loyalty, and that if I had, she might have tried a little harder to answer my complaints and get something done, quote unquote. I was dumbfounded with the response, and explained that it was 30 miles one way to her facility, and that it was not convenient for me to have routine oil changes performed by her mechanics. I then asked if 8 oil changes would have made the difference in whether she would stand behind her product, and she replied "not necessarily".
She then asked me why I had bothered to bring the car back to her dealership at all. I explained to her that it was because I had purchased the car from her company, that they had made the profit on the sale and the extended warranty, and I expected them to provide some customer service. She then informed me that I should have sent it to Peoria Toyota, who did not sell me the vehicle. Furious, I hung up. Upon picking up the car, I queried the service dept. rep who I paid $977 for my repairs to, and requested my parts from the repair. The parts could not be found. The service representative then informed me that Toyota regional would have also reviewed my "customer loyalty" in deciding whether to cover the damage
under warranty. I have never heard such nonsense.
As a result of this, you have almost certainly lost me as a future customer, and I'll urge others to look elsewhere for their auto needs.
Here's what I would like to see you do to provide resolution: Reimburse me for the repairs for my vehicle. The least Toyota could do is not charge me the dealerships markups on parts and labor. I am saddened by an obvious laissez faire on the part of all involved, and I will inform everyone who will stop and listen about my experience. Fooey on Forts Toyota, they are a scam. Trent Keeling
Thank you for your prompt attention to this matter. I look forward to hearing from you soon.