Toyota Center, West Columbia
Queja 159868 Detalles

On August 1, 2012, my husband called the service department and explained as to what I had experienced with the automobile. My husband and I both spoke with Tyrone Johnson. At that time, we were told to bring in the automobile and a technician would perform a diagnostic. On August 1, 2012, at 5:30 pm, we brought our 2001 Lexus RX 300 to the Toyota center in West Columbia for a diagnostic check. The purpose of bringing the automobile to the service department because it smoked once it has set for a while and once you start the engine, heavy blue smoke came from the tail pipe. I informed Tyrone that we were informed it maybe the valve stems, but the individual was not sure. However, we wanted a diagnostic from their service department to confirm or inform us of what the issue, prior to having any repairs because we want confirmation to determine if we were going to have it repaired or not. I informed Tyrone that I did not want them to repair my vehicle based on someone else’s recommendation but would like for their service department to do a complete diagnostic check. Tyrone stated to me that they will not replace anything until it has been thoroughly check by his technician who will perform a diagnostic and inform me of their findings because their service department does not perform any work until they have done a diagnostic to detect the problem. We asked him who would be the technician to work on the automobile and he told us that a technician by the name James would be the one because he has over 20 years experience.

On August 2, 2012, at 8:30, I received a call from Tyrone Johnson indicating that it was the oil seal valve stems based on their technician diagnostic. The purpose of bringing my automobile to Toyota was for a qualified professional technician to give me correct information. I thought that was sort of quick when I brought the car in close to closing time and by 8:30 am that morning a diagnostic was performed. I distantly questioned him as to whether he was sure this was the problem and he assured me this is why it was smoking. I then called my husband and had Tyrone on a three-way conference call. At that time, my husband inquired as to what the problem with the automobile, and Tyrone again reiterated the only issue that the technician diagnosed was the valve stem and that is why it was smoking, and no other issues were found. My husband again distantly asked for confirmation of the issue that Tyrone addressed and stated this is why it is smoking, and Tyrone confirmed and provided a price of $1,887.00 with labor of $2,310.00. My husband informed him that if this is the problem to prevent the smoking, then he could proceed with the work.

Tyrone later called and indicated the automobile needed an air filter replaced, two back tires replaced, throttle body cleaning, and the back brakes needed to be replaced. My husband, Allen Wilson, asked him the price of the throttle body, and Tyrone quoted a price of $96.88. My husband informed him to check and make sure there were no other issues, and if so, to contact him. My husband informed Tyrone at that time that we will hold off on the tires and brakes until the issue with the smoking have been rectified, but to replace the filter.

On Saturday, August 4, 2012, I received a call on my voice mail from Tyrone the automobile was ready to be picked up and the totaled was $2,330.64. I returned the call and inquired with Tyrone as to what will be the price of the brakes to be repaired, and he quoted to me a price of $210.00 with labor. I informed him to replace them and Tyrone informed me that it would be Monday, August 6, 2012, when the automobile would be ready, and I informed him that would not be a problem. On August 6, 2012 at 10:58 am, I received a call from Austin that my automobile was ready for pick up and their office will close at 6:30 pm. The vehicle was picked up and an item for spark plugs was listed on the invoice. No mentioned of spark plugs at the time we conversed, but they were replaced without our knowledge; however, we were charged $89.58. My husband paid for them, but did mention to John that we had no knowledge regarding the replacement of the spark plugs.
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On Tuesday, August 8, 2012, when I started the automobile during lunch; I noticed smoke from the tail pipe which was the same amount of smoke prior to me having the automobile serviced. Later, that afternoon, I brought the automobile to the service department and explained to Tyrone the automobile smoked when I started it. On Thursday, August 9, 2012, I received a call from Tyrone indicating the automobile was ready. I contacted my husband and we called Tyrone and he informed us the throttle body had to be cleaned out which we had already paid $96.88 for this service to be done.

On August 9, 2012, while my husband and I were in a parking lot, I started the engine, and again it smoked. On the next day while at lunch, again the automobile smoked “blue” smoke the same as it was prior to me having it repaired. I took the automobile and informed Tyrone of the same problem. The automobile was at the service department from August 9-17, 2012. No call or information.

On August 17, 2012, I did not receive a call from anyone; therefore, I called and requested to speak with a service manager. I was told by the operator that David Blackburn was the service manager. I left a message for him to contact me. David did contact me and indicated that he had individuals in his office. I began to explain to David my issue, and he stated that Tyrone was not in due to family emergency. I stated to David, I am sympathetic with family emergency, but I was concerned since I had not heard from anyone; therefore, I was inquiring as the status of my vehicle. As I was explaining to David, he cut into my conversation and stated, “I will check and see what is going on and get back with you today because I do not know what the problem is. I told him that if he let me explain to him then he would know. I told him that the vehicle was returned to the service department because valve seals were replaced; however, the vehicle is still smoking. David’s responded, well sometime when you replace the valve seals; it will still smoke, but let me see what the problem and I will call you back. David called me on the same day, and informed me that there was some smoke, but he had spoken with James, technician and the fuel injectors needed to be cleaned; therefore, they cleaned them.

David requested that I leave the automobile until the next day (meaning Saturday, August 18, 2012), for it to be checked out; therefore, I picked the automobile up on Saturday, August 18, 2012. When I attempted to pick up the truck, I went into David’s office and introduced myself; he was very cut and dry. No people skills and not courtesy at all. In a very strong tone, he stated, “John has the keys and he will assist you.” I was very appalled and drawn away of such a behavior, coming from management. I picked up the automobile and informed John that I hope that I did not have to return because I am tired of coming back and forth.

On August 21, 2012, the truck did the same. I was leaving work for lunch, and after starting the truck, it did the same thing it was prior to me having it repaired. When it sits for awhile, and when you start the engine, heavy blue smoke comes from the tail pipe.

On August 22, 2012, my husband took the truck that evening at the service department. On Wednesday, August 23, 2012, John called and left a voice mail message that David and James started the automobile and little smoke came from it, but it is the smell of gasoline and there is a hole in one of the fuel injectors which he did not know which one; therefore, I would need to replace all of them. Which this was never mentioned prior to the numerous of times that we have continued to bring the automobile for the problem regarding the heavy blue smoke. I was astonished because I paid over $2,310.00 for valve seals to be repaired for my automobile, and now I am being told it is the fuel injectors.

When we came to pick up the automobile, and on the paperwork it did not have anything regarding replacing the fuel injectors. I then questioned Tyrone as to why it was not written on the paperwork, but this statement was left on my voice mail by John that fuel injectors needed to be replaced, however, a quote was attached for $997.00 for the price of the fuel injectors. However, when I questioned Tyrone, he indicated this is for parts only. How disgusting and a rip off.

On August 24, 2012, my husband and I questioned Tyrone that you have an invoice indicating that we declined to have the tires repaired and everything else that you recommended, but you failed to provide that you recommended to have the fuel injectors replaced, but you attached a price list. At that point, Tyrone immediately stated the invoice had been closed out; therefore, he could not go back and put that information in the system. I then stated to him, I would like to have this in writing, and I will return on lunch for the paperwork. Tyrone immediately stated that he has been removed from dealing with this issue, and that, John and David is now handling this. Well, when we attempted to speak with John in the service department regarding the issue, he stated that he was not working, and was off; therefore, he was just only there to work on his vehicle that was in the shop. Now, I am starting to get angry because we are getting the runaround and have paid $2,545.00. I told Tyrone that I want something in writing of their recommendation that we now need (fuel injectors replaced). On August 24, 2012, a statement was written, but not on the invoice. I then stated to Tyrone the problem is not the fuel injectors because it is doing exactly the same prior to the work being done. I left feeling very distraught and livid because I paid $2,545.00 for service that was not corrected.

On August 30-31, 2012, when I started the engine, again blue smoke came from the tail pipe, the same as it did when it had been sitting. On August 31, 2012, I contacted David and explained to him the same issue prior to me bringing the truck continued (heavy blue smoke from the tail pipe). In my attempt to explain to him the truck was doing the exact same thing, and I am very displeased. David stated, in a stern tone, “I checked it myself and started it seven times and had my technician and it did not smoke. I informed David that I started on today (meaning August 31, 2012), and it did smoke on me. David stated, in a very rough tone, “you can bring it back and we can try and look at it again”. I stated to him that I have already brought the automobile to the service department and it is still doing the same thing, I am not going to keep bringing it if the issue is not being rectified. David, told me to do what I had to do, and stated to me, “You will not be yelling at him”. I told him that I was not “yelling” but yes my voice has risen because I am very disappointed and upset, but when I paid my $2,500.00, there was not any problem. At that point, David hung the phone on me.

I then called and asked for a manager that was over David Blackburn, I was on hold for over 15-20 minutes. I tried to call James Ervin at 1:50 pm the owner and left two (2) messages on his voice mail and as of this date, I have not received a call.

On Friday, September 7, 2012, I attempted to contact James Ervin, but I was transferred to Matt Baker one of the manager. I explained to him what the issue was and what I had encountered. Matt stated to me that it was late in the evening and James Ervin had left for the day; however, he would email him the information and I should receive a call by Monday, September 10, 2012 or by Tuesday, September 11, 2012. I did inform Matt that my husband I would be leaving to go out of town; therefore, Monday on Tuesday would work. While I was speaking with Matt Baker, my husband stated he called and spoke with David Blackburn and he was very rude and loud per my husband and he had to request David to change his tone of voice with him.

While on vacation, the automobile continued to smoke, and as of this date, the automobile continues smoked worst. After driving the distance to the Beach; as per to our previous conversation with James, (technician), that we needed to drive it some distance; well when we returned from the Beach from driving the distance, it did the same as when I brought the automobile in on August 6, 2012. My automobile continues to smoke and nothing has changed from the time that I had it serviced. Basically, heavy blue smoke continues from the tail pipe after it has sit for a while from driving.

Matt Baker assured me that he would contact me or have James Ervin to get involved. As of this date (September 21, 2012), I have not heard from anyone. At this point, I am very agitated, disappointed and disgusted of the customer service that I have encountered.

I am making this complaint because I have not been satisfied with the services that have been rendered. I paid over $2,500.00 to have my automobile repaired, and it continues to smoke the same as it did when I first took it to Toyota Center.

Because the issue has not been rectified, I am requesting that I received my refund of $2,310.00 for the repairs that have not been resolved or rectified.

I am also closing my Car Care Account because I have no use for it. I have been a customer of Toyota Center since the 80’s. I will no longer be a customer. The purpose of taking my vehicle to Toyota center to have a certified technician to perform the diagnostic; however, this problem has not been rectified. My husband had to put oil in the automobile on Tuesday, September 17, 2012 and on Friday, September 21, 2012. I am very disappointed regarding this matter.

I have made every effort in an attempt to rectify this issue with Toyota Center’s service department regarding my vehicle, and without any prevail.

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