Spartanburg Toyota

Spartanburg Toyota responded

Dave Edwards Toyota takes customer satisfaction very seriously. A letter from the Better Business Bureau of the Upstate regarding Mr. Peterson's complaint reads: "... the BBB has determined that the response from your company addresses the disputed issue and exhibits a good faith to resolve the complaint. Therefore, the BBB has decided to close the compliant." Here follows a letter from David Blackburn, our service director to the BBB, in which he details the actions Dave Edwards Toyota took to satisfiy Mr. Peterson: August 13, 2009 BBB Better Business Bureau of Upstate South Carolina 408 North Church Street, Suite C Greenville, SC 29301 RE: 7917446 Donna Morgan, As we stated in our previous correspondence regarding this matter concerning Mr. Andrew Peterson, he has not been lied to. The letter he received from Fidelity Warranty Services was not a termination of his “Extended Service Contract”; it was a denial of coverage for a claim submitted by Jim Hudson Toyota. The claim was not submitted correctly, the service Representative for Jim Hudson Toyota incorrectly stated that the truck had suspension had been improperly modified with a suspension “Lift Kit”. This truck has a “Leveling Kit” similar to the factory kit that comes standard on a Toyota Pre-Runner 2 wheel drive with the “Off Road” package. A lift kit modifies the entire frame and suspension and a leveling kit merely levels the truck front to back. The leveling kit is bolted on and can be easily removed, it requires absolutely permanent modification. Fidelity Warranty Services made this assumption solely on a phone call from Jim Hudson Toyota. Mr. Peterson’s service contract is still in force and we have assured him verbally and in writing that His coverage will remain in tact for the prescribed term. We can make this guarantee because we control the reserve funds on this coverage and have the final say in any and all claims. As with most insurance claims if an adjuster makes a decision on whether to pay or not is the first step in the process. If a claim is disputed then the decision transfers to the “Selling Dealer” for the final decision. This dispute was never followed for the above mentioned claim because Mr. Peterson immediately brought the truck to us (Dave Edwards Toyota) where we proceeded to repair the vehicle. In an attempt to satisfy Mr. Peterson we have allowed him to take his truck back to Jim Hudson Toyota for assessment and repairs. Mr. Peterson’s service contract is for “Power Train” repairs ONLY; however he requested Jim Hudson Toyota to restore the truck back to factory specifications (something we had previously offered to do). We authorized Jim Hudson Toyota to complete the requested repairs and paid them $757.42 to do so. In addition to that repair they found a steering knuckle that needed repairing, this is not a “Power Train” repair; again we authorized this repair as well as 4 new tires, totaling $1101.37. Mr. Peterson was also provided a rental car that Dave Edwards Toyota paid $201.35 for. The total repairs were paid by Dave Edwards Toyota for $2309.00 on Jim Hudson Toyota invoice number TOCS139961 opened 07/28/09 and closed on 08/05/09. On the same invoice Jim Hudson Toyota also replaced the right catalytic convertor under Toyota 8/80 federal emission warranty. Mr. Peterson returned to Jim Hudson Toyota on 08/06/09 with a Malfunction Indicator Light (Check Engine) on and was diagnosed with 2 emission codes (P0430 and P0154) indicating an out of spec condition with the “Bank 2 Sensor 1” oxygen sensor. This sensor is only covered under the Toyota 3/36 new vehicle limited warranty. It is not covered by any emissions warranty nor is it covered by his “Power Train” extended service contract. In yet another effort to satisfy Mr. Peterson we (Dave Edwards Toyota) authorized Jim Hudson Toyota to replaced the afore mentioned oxygen sensor and we paid Jim Hudson Toyota $119.66 on invoice TOCS140937, opened on 08/06/09 and closed on 08/12/09. Dave Edwards Toyota has made every possible attempt to satisfy Mr. Peterson’s concerns with his truck. We have paid for repairs that far exceeded the limits of his Toyota Certified “Power Train” coverage’s as well as given him “in writing” our promise that his Toyota Certified “Power Train” coverage would be honored to the full extent of the agreement. We have fulfilled our commitment to Mr. Peterson and from this point are done with any and all repairs that are not part of the Toyota Certified “Power Train” coverage. Sincerely David Blackburn, Service Director Dave Edwards Toyota Cc: Andrew Peterson Erik Rohlman, General Manager Dave Edwards Toyota