- Report: #331017
Complaint Review: Big Two / Bigtwo / Big2 Toyota Service Department - Chandler Arizona
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Big Two / Bigtwo / Big2 Toyota Service Department
1250 South Gilbert Road Chandler, 85286 Arizona, U.S.A.
Phone:
480-8986000
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Big Two - Bigtwo - Big2 Toyota Service Department charge different price when paid, service manager never called back when part was delayed Chandler Arizona
5/1/2008 8:30am, we dropped off the car for repair. The car was required to cool down for 3 hours in order to inspect the noise. Alex, the service manager served us. At 11:30 am, I reminded Alex about us and he checked with the technician. Technician told him that he identified the noise and required to replace the pump.
Alex then sat down with us and went over the price. He said the pump costed $378.17, including the labor would be $504. He also told us that the gasket and o ring started leaking but no need to replace for now.
The prices are $14.48 and $4.53 respectively, including labor would be $104 and $107. Adding these 3 items together would be $715. He wrote down on a worksheet and we still kept that copy. We then decided to replace the pump only. We asked for the discount since we did a major service there before and he was willing to give us 10% off. Since we got another $50 credit, so the quote is 504x0.9-50=$403.6. He said it should get fixed by the end of the day. He then arranged the rental car for us. We waited for his phone call and finally we called him around 4 or 5 pm. He told us he left a voice mail but my cell showed no missed call or voice mail at all. He also told us that my car should be ready by 10 am on 5/2/2008. Next morning, there was no phone call from him as expected so I gave him a call around 10:30am. He then said the car would be ready by noon and he asked my phone number again just to "confirm".
By 4pm, there was still no phone call. I gave him a call but he already left for Vegas. James, another service manager, helped me and told me that the part was just arrived at that afternoon. Therefor I asked to talk to Joe, who was the service director because we felt like Alex was not telling us the truth. Joe talked to us and he said he would look into it to find out why and when the part was delayed. Finally James called me back and told me the car would be ready around 5 pm and he said he did not know when the part arrived exactly.....
Joe then handed me over the bill to pay and it turned out the total charge was over $700. We then sat down and talked to him. Finally he said he firmly believed what Alex wrote down in the computer but he still waived the charge for $300 something in order to match the original quote of $504. Since we got $50 dollars credit so he applied that too and it turned out to be $450. We told him it was not originally we agreed with Alex since it should still have additional 10% off. Joe insisted that he "firmly believed" what Alex said although he was not there when Alex talked to us. Finally we agreed to pay but we also request him to put down extra term in the bill: 10% of the balance is subject to argument and Joe promised that Alex had to call us when he got back on Tuesday.
When we paid, the cashier, who sat close to Joe's office, threw the stuff around and treated us very rude such as yellling at us. I had told Joe about it afterward. Also, James and Alex promised to top ALL fluid for our car but luckily we did inpect it because we did not trust Alex and yes, we found out the windshield fluid was not filled at all. Joe then helped us to fill it up. Now is 5/6/2008 10 pm and I had received no phone call from Alex as what Joe promised on Friday, 5/2/2008.
Few questions stayed unclear:
1. Alex told us on 5/1/2008 around 4 pm and said the car would be ready at 10 am next morning. When we called around 10:30am, then he said 12 pm and finally we picked up the car at 5 pm but Alex already went to Vegas. James said the part was delivered to them from Los Angles in that afternoon. Why Alex told us 10 am and 12 pm when the part was still not arrived? He did not know or he just made things up? This need to be answered.
2. I had told Joe, who is Alex's boss about question
#1. Why he still said "firmly believe" what Joe did after I told him about question #1. As a leader and also someone's supervisor in a service department, that was being too subjective. Also, when Joe filled up the windshield fluid for us, we mentioned about last time the technician filled the powersteering fluid too much and started spilling during our $1000+ service. Joe said no one would do it in Bigtwo. I told him yes, you guys did that to my car and I had to bring my car back last time for repair because the powersteering fluid spilled on my timing belt. He was speechless after I said that and luckily I still kept that statement for that particular job as record and proof. This just proved that Joe was too subjective again. He should verify first before he made any comment.
3. Why was the cashier mad at us? We should only pay $403.6 instead of $450. We had paid $46.4 more. We should be mad instead of her since that extra was out of our own pocket. Joe kept saying we already paid more than $300 less but that was not Alex and we agreed when we made the decision. We still paid extra $46.4 dollars according to the original agreement. Luckily we still had that record as proof too.
4. Why Alex put extra $300+ dollars on our bill and left without telling us? What was his purpose behind that?
Big2
chandler, Arizona
U.S.A.
Alex then sat down with us and went over the price. He said the pump costed $378.17, including the labor would be $504. He also told us that the gasket and o ring started leaking but no need to replace for now.
The prices are $14.48 and $4.53 respectively, including labor would be $104 and $107. Adding these 3 items together would be $715. He wrote down on a worksheet and we still kept that copy. We then decided to replace the pump only. We asked for the discount since we did a major service there before and he was willing to give us 10% off. Since we got another $50 credit, so the quote is 504x0.9-50=$403.6. He said it should get fixed by the end of the day. He then arranged the rental car for us. We waited for his phone call and finally we called him around 4 or 5 pm. He told us he left a voice mail but my cell showed no missed call or voice mail at all. He also told us that my car should be ready by 10 am on 5/2/2008. Next morning, there was no phone call from him as expected so I gave him a call around 10:30am. He then said the car would be ready by noon and he asked my phone number again just to "confirm".
By 4pm, there was still no phone call. I gave him a call but he already left for Vegas. James, another service manager, helped me and told me that the part was just arrived at that afternoon. Therefor I asked to talk to Joe, who was the service director because we felt like Alex was not telling us the truth. Joe talked to us and he said he would look into it to find out why and when the part was delayed. Finally James called me back and told me the car would be ready around 5 pm and he said he did not know when the part arrived exactly.....
Joe then handed me over the bill to pay and it turned out the total charge was over $700. We then sat down and talked to him. Finally he said he firmly believed what Alex wrote down in the computer but he still waived the charge for $300 something in order to match the original quote of $504. Since we got $50 dollars credit so he applied that too and it turned out to be $450. We told him it was not originally we agreed with Alex since it should still have additional 10% off. Joe insisted that he "firmly believed" what Alex said although he was not there when Alex talked to us. Finally we agreed to pay but we also request him to put down extra term in the bill: 10% of the balance is subject to argument and Joe promised that Alex had to call us when he got back on Tuesday.
When we paid, the cashier, who sat close to Joe's office, threw the stuff around and treated us very rude such as yellling at us. I had told Joe about it afterward. Also, James and Alex promised to top ALL fluid for our car but luckily we did inpect it because we did not trust Alex and yes, we found out the windshield fluid was not filled at all. Joe then helped us to fill it up. Now is 5/6/2008 10 pm and I had received no phone call from Alex as what Joe promised on Friday, 5/2/2008.
Few questions stayed unclear:
1. Alex told us on 5/1/2008 around 4 pm and said the car would be ready at 10 am next morning. When we called around 10:30am, then he said 12 pm and finally we picked up the car at 5 pm but Alex already went to Vegas. James said the part was delivered to them from Los Angles in that afternoon. Why Alex told us 10 am and 12 pm when the part was still not arrived? He did not know or he just made things up? This need to be answered.
2. I had told Joe, who is Alex's boss about question
#1. Why he still said "firmly believe" what Joe did after I told him about question #1. As a leader and also someone's supervisor in a service department, that was being too subjective. Also, when Joe filled up the windshield fluid for us, we mentioned about last time the technician filled the powersteering fluid too much and started spilling during our $1000+ service. Joe said no one would do it in Bigtwo. I told him yes, you guys did that to my car and I had to bring my car back last time for repair because the powersteering fluid spilled on my timing belt. He was speechless after I said that and luckily I still kept that statement for that particular job as record and proof. This just proved that Joe was too subjective again. He should verify first before he made any comment.
3. Why was the cashier mad at us? We should only pay $403.6 instead of $450. We had paid $46.4 more. We should be mad instead of her since that extra was out of our own pocket. Joe kept saying we already paid more than $300 less but that was not Alex and we agreed when we made the decision. We still paid extra $46.4 dollars according to the original agreement. Luckily we still had that record as proof too.
4. Why Alex put extra $300+ dollars on our bill and left without telling us? What was his purpose behind that?
Big2
chandler, Arizona
U.S.A.
5 Updates & Rebuttals
Big2
Chandler,Arizona,
U.S.A.
Final response I got from Bob Garvey
#2Author of original report
Sat, May 24, 2008
I had talked to Bob Garvey, the assistant general manager, after I left a message to him this morning on the phone. He told me that he chose to close this case and to stop any investigation regardless if I am satisfied. I had told Bob that Joe, the service director talked to me earlier on the phone and Joe admitted that the charge both I and the service manager agreed is $504, which should be the correct amount before 10% discount and $50 credit on my account. However, Joe did not know why it was $800+ on my final bill, which was $300+ more than $504. He said he would investigate this issue further and reply to me later. Unfortunately, Bob Garvey asked Joe to stop investigation, and Bob accused me that I already got a better deal because I walked away without paying $800+. At this point, I don't know why Bob still chose to ignore the fact that the correct amount before any credit and discount is $504 instead of $800+, even though both Joe and the service manager verified that $504 is the accurate amount. In fact, Big Two still owes me $8.7 after an unsuccessful attempt of charging me $300+ more. I am very disappointed with their unethical conduct and unreliable service.
Big2
Chandler,Arizona,
U.S.A.
Who is Bob Harvey?
#3Author of original report
Fri, May 23, 2008
I am the person who files the complaint, few points that Mr. Harvey said are not right. By the way, the only 2 persons that I dealed with so far is Joe and Alex, I have never met with Bob before and I was suprised that what he wrote, it really makes me feel that he was right there when we dealed with Joe and Alex. 1. Joe left ONE message to me on Tuesday, it is not multiple message like what Bob said. Besides, I had sent an email to bigtwo toyota website almost 2 weeks ago but Bigtwo had never replied my email. I need to work that is why I called back today and I had left 2 messages, one for Wally Henkel, general manager of Bigtwo and another one for Bob. I returned my call back within 3 days and Bigtwo has NOT returned my email for more than a week already. Now who is more responsive? Bigtwo or me? 2. About the overspill problem. Last year, we brought our car in for $1000+ service and we had to bring in the car for another repair due to the powersteering fluid spill. The rootcause of this is due to Bigtwo technician. She or he topped too much powersteering fluid and it spilled on the timing belt. Our car started making a big noise and that is why we had to SPEND GAS AND TIME to drive back for repair. We still have that big two document to show that. 3. We still had the draft of official Bigtwo estimate sheet written by Alex, the service manager. It clearly stated that the total charge is $504. There is no draft stating that $800+ estmate at all. 4. We had never dealed with this Bob at all. We don't know who he is and We had never met at all. It is more appropriate for Joe to write the rebuttal rather than Bob. It will be subjective for Bob to comment this matter. 5. Bob, no one paints the picture here. We still have the written documents to show that the powersteering fluid spill problem from Bigtwo and the $504 quote from Alex, your service manager. Besides, many people had given bad comments and rating in automobile related websites about Big two service department only. Don't you think you should investigate and look into this? Why consumers gave bad ratings and comments about your service department?
Bob Garvey
Chandler,Arizona,
U.S.A.
Confused Customer
#4UPDATE Employee
Thu, May 22, 2008
Mr. C is confused regarding the repair costs. The cost to repair the power steering pump on his vehicle with parts, labor, tax, rental car, and supplies was $827.10. Mr. C was only charged a total $450.00. This is a discount of approximately 45 percent. This discount included a store credit of $50.00, a free rental car, and an overall discount of well over 10 percent he is asking for in his case. We also did not charge to flush the system of metal parts from the power system pump failing since he did not want to pay for this item. The $504.00 dollars that Mr. C refers to included his discount and store credit. He wanted the credit and discount twice, which we did not provide. This was explained to Mr. C prior to the work ever being completed. We apologize for any confusion; however, Mr. C received an excellent repair cost for his vehicle and is not entitled to any further discounts. Mr. C has received more discount and entitlements than he deserves. This was outlined above. He mentioned that we provided a rental car just because he brought his vehicle in for repairs. We do not provide loaner for a normal repair visit. This was done as a goodwill gesture. We receive ordered parts every day from Toyota during the middle of the night. This is why the earlier finish time was initially given to Mr. C. In inquiring about the delay, apparently the part did not arrive on the nightly shipment and had to be appropriated outside of the normal channels. The fluid issues have already been addressed with Mr. C. We are not aware that the cashier was mad at Mr. C. This appears to be his perception and not reality. The prices that were quoted had the discounts and credit applied. The credit shows on our computer screens the minute our advisors access a guests file so that there are no issues with credits and what is due a guest. We have tried to accommodate Mr. C; however, nothing seems to be good enough or acceptable to him. He always wants more than what is deserved or extended to him. We have also tried many time to reach Mr. C to discuss this issue. We have left many messages and he does not return the telephone calls. The number we call is a long distance number that he has listed in the BBB case. We believe that Mr. C has attempted to paint a picture that we have not been truthful or honest which is far from the case. Big Two Toyota Scion of Chandler can be contacted at 480-898-6000. Bob Garvey, Asst General Manager, Joe McThrall, Service Director, Tim Johnson, Service Manager. We have been in business for 71 years and have an excellent reputation in the community. We have won the Toyota President's Award for thirteen years, more than any other dealer in the Toyota Denver Region. This award is primarily based on consumer input to Toyota on their sales and service experiences. Customer satisfaction is a way of life at our dealership. This year we also won the Toyota Board of Governance Award as one of the top 60 dealers in the nation. Customer satisfaction is a huge part of this award. This group helps Toyota establish policies and procedures for operation. We know there are always 2 sides to every story. We thank you for the opportunity to provide our side in this matter.
Bob Garvey
Chandler,Arizona,
U.S.A.
Confused Customer
#5UPDATE Employee
Thu, May 22, 2008
Mr. C is confused regarding the repair costs. The cost to repair the power steering pump on his vehicle with parts, labor, tax, rental car, and supplies was $827.10. Mr. C was only charged a total $450.00. This is a discount of approximately 45 percent. This discount included a store credit of $50.00, a free rental car, and an overall discount of well over 10 percent he is asking for in his case. We also did not charge to flush the system of metal parts from the power system pump failing since he did not want to pay for this item. The $504.00 dollars that Mr. C refers to included his discount and store credit. He wanted the credit and discount twice, which we did not provide. This was explained to Mr. C prior to the work ever being completed. We apologize for any confusion; however, Mr. C received an excellent repair cost for his vehicle and is not entitled to any further discounts. Mr. C has received more discount and entitlements than he deserves. This was outlined above. He mentioned that we provided a rental car just because he brought his vehicle in for repairs. We do not provide loaner for a normal repair visit. This was done as a goodwill gesture. We receive ordered parts every day from Toyota during the middle of the night. This is why the earlier finish time was initially given to Mr. C. In inquiring about the delay, apparently the part did not arrive on the nightly shipment and had to be appropriated outside of the normal channels. The fluid issues have already been addressed with Mr. C. We are not aware that the cashier was mad at Mr. C. This appears to be his perception and not reality. The prices that were quoted had the discounts and credit applied. The credit shows on our computer screens the minute our advisors access a guests file so that there are no issues with credits and what is due a guest. We have tried to accommodate Mr. C; however, nothing seems to be good enough or acceptable to him. He always wants more than what is deserved or extended to him. We have also tried many time to reach Mr. C to discuss this issue. We have left many messages and he does not return the telephone calls. The number we call is a long distance number that he has listed in the BBB case. We believe that Mr. C has attempted to paint a picture that we have not been truthful or honest which is far from the case. Big Two Toyota Scion of Chandler can be contacted at 480-898-6000. Bob Garvey, Asst General Manager, Joe McThrall, Service Director, Tim Johnson, Service Manager. We have been in business for 71 years and have an excellent reputation in the community. We have won the Toyota President's Award for thirteen years, more than any other dealer in the Toyota Denver Region. This award is primarily based on consumer input to Toyota on their sales and service experiences. Customer satisfaction is a way of life at our dealership. This year we also won the Toyota Board of Governance Award as one of the top 60 dealers in the nation. Customer satisfaction is a huge part of this award. This group helps Toyota establish policies and procedures for operation. We know there are always 2 sides to every story. We thank you for the opportunity to provide our side in this matter.
Bob Garvey
Chandler,Arizona,
U.S.A.
Confused Customer
#6UPDATE Employee
Thu, May 22, 2008
Mr. C is confused regarding the repair costs. The cost to repair the power steering pump on his vehicle with parts, labor, tax, rental car, and supplies was $827.10. Mr. C was only charged a total $450.00. This is a discount of approximately 45 percent. This discount included a store credit of $50.00, a free rental car, and an overall discount of well over 10 percent he is asking for in his case. We also did not charge to flush the system of metal parts from the power system pump failing since he did not want to pay for this item. The $504.00 dollars that Mr. C refers to included his discount and store credit. He wanted the credit and discount twice, which we did not provide. This was explained to Mr. C prior to the work ever being completed. We apologize for any confusion; however, Mr. C received an excellent repair cost for his vehicle and is not entitled to any further discounts. Mr. C has received more discount and entitlements than he deserves. This was outlined above. He mentioned that we provided a rental car just because he brought his vehicle in for repairs. We do not provide loaner for a normal repair visit. This was done as a goodwill gesture. We receive ordered parts every day from Toyota during the middle of the night. This is why the earlier finish time was initially given to Mr. C. In inquiring about the delay, apparently the part did not arrive on the nightly shipment and had to be appropriated outside of the normal channels. The fluid issues have already been addressed with Mr. C. We are not aware that the cashier was mad at Mr. C. This appears to be his perception and not reality. The prices that were quoted had the discounts and credit applied. The credit shows on our computer screens the minute our advisors access a guests file so that there are no issues with credits and what is due a guest. We have tried to accommodate Mr. C; however, nothing seems to be good enough or acceptable to him. He always wants more than what is deserved or extended to him. We have also tried many time to reach Mr. C to discuss this issue. We have left many messages and he does not return the telephone calls. The number we call is a long distance number that he has listed in the BBB case. We believe that Mr. C has attempted to paint a picture that we have not been truthful or honest which is far from the case. Big Two Toyota Scion of Chandler can be contacted at 480-898-6000. Bob Garvey, Asst General Manager, Joe McThrall, Service Director, Tim Johnson, Service Manager. We have been in business for 71 years and have an excellent reputation in the community. We have won the Toyota President's Award for thirteen years, more than any other dealer in the Toyota Denver Region. This award is primarily based on consumer input to Toyota on their sales and service experiences. Customer satisfaction is a way of life at our dealership. This year we also won the Toyota Board of Governance Award as one of the top 60 dealers in the nation. Customer satisfaction is a huge part of this award. This group helps Toyota establish policies and procedures for operation. We know there are always 2 sides to every story. We thank you for the opportunity to provide our side in this matter.
