Hampton toyota service (long)

[jbrinkley]

first let me say I'm sorry for this long post, I'm going to take up way too much space with this
My original toyota thread is here http://forums.rennlist.com/rennforu...ad.php?t=178234
everything that follows is me giving up on them and directing them to this thread. May be they care, maybe not, sorry if I piss anybody off.

#1 email
Customer (jerry brinkley) - 01/04/2005 07:31 AM
Good morning,
I am having a problem with my local toyota dealer service writer. Is there a phone munber I can call with questions about service policies and general toyota recommendations about leaf packs and shock replacement?
I would appreciate an email or phone call
thank you
jerry brinkley

#1 response
Response (Robert) - 01/05/2005 07:59 AM
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.

We appreciate your interest in contacting Toyota, and apologize for the treatment received by Hampton Toyota. If you prefer to write, you may address a letter to our Customer Relations department as follows:

Toyota Motor Sales, U.S.A., Inc.
Customer Experience Center
19001 South Western Avenue
Torrance, CA 90509
Dept. WC11

#2 email
Adam, a service writer at hampton toyota, called my wife (it's her truck) and told her the truck needed new leaf springs. They ordered the springs and told her that they were a warrenty issue. So at that point I had no spoken with anyone at Hampton yet, but I assume they actually ordered both spring packs. About seven days go by and my wife calls hampton to see if the springs are there yet, they say they are. But we never get a phone call to bring the truck in, the springs are sitting there but no one calls her. So she and I bring the truck up there and drop it off. I ask Adam before we leave, "you're replacing both spring packs right?" Adam left for a minute and went to ask a mechanic I presume. He came back and verified that yes we are replacing both spring packs. I told him then and there, "you guys wouldn't just replace one spring anyway, right?" his reply was, "no, were changing both" I said ok and went home with my wife.
They call back two hours later, maybe three, and say it's ready. So we go up there and get it. My wife gives me the receipt and takes off to go home. I look at the receipt and it says :replace leaf spring right side because of a bad or worn out bushing.
I went inside and asked the service writer (not Adam) about asking, and verifiying that both spring packs were being replaced. he said he didnt' know. I asked him I he believed a new OEM leaf pack is going to have the same spring rate as a three year old one. He said he thought so. I asked about allignment, he said it should be fine. For a service writer to think those two statements are true is wrong. It's common knowledge that spring rates will be different and allignment settings will be altered. You cant buy just one leaf spring pack. After the service writer told me that I left.
Adam called a while later a left a messege at my home number. I called him back the next morning.
I asked him the same two questions I asked the service writer in the shop. I received the same answer to both questions. I also asked him how it was That I asked him, specifically verified that both spring packs were being replaced, and that only one was in fact changed. He said that he called toyota and they said they were only paying for one. I asked him once more for an explanation as to why he told me, in front of my wife, and verified by him leaving and asking someone else ealier that in fact they were changing both sets, that now theres one new one and one old one. There was a pause on the phone, then he said again that he called toyota and they weren't paying for both side, it wasn't under warranty. I told him hampton was worthless, and hung up the phone.
My questions are this
We were told both springs packs were under warranty when they ordered them. But when it came time to put them on, only one was. How did this happen? bacause hampton toyota can't explain it.
Is it toyota's policy to replace criticle suspension components one at a time? Would toyota reccomend that customers replace one spring pack, or one shock, or one tire, or one drum, or one strut, without changing the coresponding part? There are two other toyota dealerships within an hours drive, they both reccomended replacing shocks and springs in pairs.
Adam at hamton first said both springs were going to be replaced under warranty.
Adam later tod me that only one was under warranty. How is it possible that only one be under warranty, if it was just an eye bushing in the one spring making noise, I could understand toyotas stance. But how can toyota recomend replacement of just one side? If I had known that hampton would only do one side I would have paid them to do the other. But I received no phone call to inform me that they would only replace the one. I don't want mismatched springs on my wifes truck. Peroid. Upon further inspection I see that this new spring is smalled than the one on the driver's side. The main leaf is in fact six inches shorter. I can physically feel the different rate on the new spring. I know for a fact they didn't remove the driver's side spring, measure it's rate and then measure the new one to assure they both match. If I knew They would only do one I never would have let them work on it. I'm also positive they didn't at least do an allignment on the rear.
I would like some answers

#2 response
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.

We apologize about your issue regarding your Tacoma, and Hampton Toyota.

We have contacted the Customer Relations Manager at the dealership to further investigate your concerns. The Customer Relations Manager will contact you by the end of the business day, Wednesday, January 12th.

In the event you do not receive any contact from the dealership by this date, please contact us via email or by calling 800-331-4331. We are available from 6 a.m. and 6 p.m., Pacific Time, Monday through Friday.

We have documented your comments at our National Headquarters under file #200501070034.

Toyota Customer Experience
Customer (jerry brinkley)

#3 email
Incident created due to reply to expired incident 050104-000028.

>
I'm replying because I haven't heard anything from hampton yet

#3 response
Response (James) 01/13/2005 08:04 AM
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.

We apologize for the lack of response. We have contacted Hampton Toyota and advised them of your no-response complaint, and have asked Hampton Toyota to contact you immediately, no later than close of business on the following business day. If you do not hear back from Hampton Toyota by close of business Friday, January 14, 2005, please contact us on Monday, January 17, 2005 with file #200501070034.

Toyota Customer Experience

#4 email
Customer (jerry brinkley) 01/18/2005 02:55 AM
Incident created due to reply to expired incident 050113-000000.

>I'm replying because I haven't heard anything from hampton yet. I believe I
>won't get a response from hampton. After all, I called one of their service
>writters worthless. What I would like is a response to my original
>questions. I would also like a matching leaf pack mailed to my house.
jerry brinkley

#4 response
Response (Quentin) 01/20/2005 06:51 AM
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.

We apologize for the lack of response. We have contacted the regional office and advised them of your no-response complaint, and have asked the region and/or the dealer Customer Service Manager to contact you immediately. If you do not hear back from the region and/or the dealer Customer Service Manager by close of business Tuesday, January 25, 2005, please contact us on Tuesday, January 25, 2005 with file #200501200048.

Toyota Customer Experience

#5 email
Customer (jerry brinkley) 01/26/2005 05:55 AM
Incident created due to reply to expired incident 050118-000006.

>I'm replying because I haven't heard anything from anyone.
jerry brinkley
>
#5 response
Response (Quentin) 01/26/2005 01:17 PM
Thank you for contacting Toyota Motor Sales, U.S.A., Inc.

We are sorry you have not received a call from the dealer customer service manager.

Our office spoke with Hampton Toyota's dealer customer service manager today who advise she would call you by end of business today.

Your email has been documented at our National Headquarters under file #200501070034. If we can be of further assistance, please feel free to contact us.

Toyota Customer Experience

#6 email
Customer (jerry brinkley) 02/07/2005 03:55 PM
Incident created due to reply to expired incident 050126-000017.

>Hi, I talked to someone on Jan 27, 2005 who said they were going to call
>back after they talked with a technical person or advisor or something. I
>don't believe the person was from hampton, I think she was from somewhere
>else? Maybe a 1 800 number. needless to say, she didn't know what a leaf
>spring was.

#6 response
Response (JessicaC) 02/08/2005 02:20 PM
We apologize you have not received a follow-up call from the representative of Toyota as promised. Our records indicate the call did not come from our offices. The call may have been from the Customer Relations Manager at your local dealership. We encourage you to follow up with the Customer Relations Manager or the Service Manager for the status of the follow-up and for any future concerns.

Thank you for taking the time to email us.

Toyota Customer Experience
I gave up caring about this a long time ago. The guys up the street just really got under my skin. Now I have to figure out how to get rid of the two toyotas in my back yard.
if you read all that, you got more patience than me
these guys ****** suck

[Eric 951]

Damn Jerry--that sucks. Did you E-mail Toyota the last part regarding getting rid of both Toyotas?

[jbrinkley]

no I didn't, but technically one of them is my brother inlaws that I'm looking at fixing for him. Or should I say take off his hands.