Toyota Motor Corporation Complaint - Wish I would be offered some help and assisted like a valued customer
STOCKTON, CALIFORNIA -- I frankly do not understand as to why it has been so difficult to be assisted like a good customer should be at the Toyota Dealership located on 2150 East Hammer Lane, Stockton, Ca. 95210. Especially since that is the location where I purchased my first car, and then 2 years later went back to upgraded to a newer model, which I have now (2005 Scion XB to a 2009 Scion XB), and recommended my mother as well, who also purchased a 2008 Camry. Today, my sister went into that dealership to drop off my car for me during her lunch because I commute 1hour out of town due to the left brake light going out. I had previously brought this car in for the same reason; difference is before it was the right brake light that went out. The appointment had been scheduled at 9:30am on 09/15/09, and she had been told a shuttle was available if a ride back to a location was needed. Upon dropping off the car my sister was instructed to wait because the shuttle would not be back for another half knowing she had already requested one the day before because she stated she would need a ride back, she ended up having to find a ride to avoid being late back to work. Before leaving she was instructed by David Hampton that she will be contacted once the analysis for the repair was determined. No one contacted her. So she then contacted the dealership in the customer service department around 1 PM an hour before her shift ended, depending on the feedback they were to provide her because the car was her means of transportation home. On that call a representative told her that a part would need to be ordered for the repair to be made, and that the part is on back order for at least 1 week and a half. No loaner was offered or any type resolution to help, until she requested it, even after explaining to representative that I needed a car to commute and that I had previously been pulled over and given a fix it ticket because of this issue before 2 months ago with same turnaround time to be fixed. Having to pay a fee out of my pocket to have the ticket written off after my commute late from work, and still nothing was done. She was just told that they again would be calling her back, and once again an hour later no one called back. Finally she spoke to another representative when she got off of work after finding a ride home, and finally was told that a loaner would be provided, but it wasn't guaranteed due to another customer using it that had been waiting on a car repair as well, and the car would only be available if the car was repaired today. The only other option offered would be to rent a car. Finally around 330PM she was then instructed by David that a car was available at the dealership and she could go down there to pick it up. She had to find another ride, when she arrived nothing was provided to her, she was told that the only way the loaner car would be released was if she had a big corporate car insurance listing names like AAA, 21st Century, ETC... That would cover the loaner. Pretty much stating, that the full coverage insurance Titan Insurance, currently covering my car, which I have had for over 3 years, was not good enough for the car to be released to her. She became upset and said well what are you guys going to do for me, and no response was provided, other than having them request an Enterprise rental car in which they would only provide a purchase order for in the mean time, and that she had to leave a deposit for a hold of about 250 dollars apart from that pay for insurance to cover the car too. At that point she had had it, requested to speak to a manager for assistance because all David kept saying to her was it was policy and he couldn’t do anything to help other than give her back the unsafe car that I would have to drive with one brake light and commute with at 3 AM every morning until the part was received, and with her luck the manager was nowhere to be found. All David said after no attempt to help was, “Do you want me to go get your car,” so she finally said yes and now I’m stuck having to drive my unsafe brand new 2009 car illegally AGAIN with another brake light out in and out of town with no other options. I purchased that car because I wanted a reliable means of transportation, not a vehicle that I would continuously have to keep bringing in for repairs. I think I was better off with my older car, I’m so unhappy with their services, do not feel like a valued customer, and hope no one else has to go thru this experience or that at least they redeem themselves in same way to show me some type of willingness to assist now that I’m having to wait almost 2 weeks to have my brake light repaired. I'm requesting a response to this email with a resolution to this complaint. I am sure that Toyota Motor Corporation does not want to be held responsible for "God Forbid" an accident of any sort due to my missing brake light in addition to any additional traffic fines that i may incur during these 2 weeks. If I dont receive a response or any assistance from Toyota i will have no other choice but to contact my attorney, the BBB, and share my story on every complaint board possible.