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Lustine Toyota Woodbridge, Virginia Complaint - Lustine Toyota Has No Integrity

Review by Norman And Abbie on 2010-04-19
WOODBRIDGE, VIRGINIA -- On March 20, 2010, I took my 2007 Toyota Corolla to Lustine for scheduled service. Lustine has "auto for life" so you are required to take your vehicle there for maintenance. After the dealership told me that I needed nitrogen in my tires for $15.00 each (instead of free air) and said I needed the battery cable connection replaced (all it really needed was to be removed and cleaned), the porter got into my car, in my presence, and rammed it into a waiting white Toyota Solara Convertabe. John Santa, Service Manager, wrote a letter stating that Lustine Toyota would be responsible for repairs. Now they are refusing to pay after I have had the work done and paid for it myself. Mr. Santa stated that Lustine would only pay for scratches and b/c I had the bumper replaced, Lustine was not responsible for that. Bottom line, the two screws holding the license plate on the Solara punctured two holes in my bumper. The auto repair shop had to replace the bumper. STAY AWAY FROM LUSTINE TOYOTA. I have already started taking my cars (I own two Toyotas) to another dealership for maintenance. It surprised me to learn that other dealerships are less expensive for routine maintenance than Lustine. To make matters worse, the Sales Manager refused to assist me in resolving this matter. I am making an official complaint to the Better Business Bureau, contacting an attorney and calling the U.S. Headquarters for Toyota and making an official complaint with them, too.
Comments:2 Replies - Latest reply on 2010-04-19
Posted by saj80 on 2010-04-19:
You may consider adding small claims court to your list of contacts, especially if you have a letter stating the dealership will take care of the damages (I am curious as to what the letter states exactly, though).
Posted by macdave on 2010-04-19:
Why didn't you let the dealership perform the repairs themselves? Most dealerships have a body shop associated with them.

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