On August 11, Stevenson Toyota Dealership checked our Toyota truck. My husband had them to put in WRITING exactly what was wrong with it and the exact price. It's in writing that they did a pressure test, a engine block test when diagnosing problem. The engine block was checked and okay. Written documentation stated they would fix head gasket, water pump, timing belt, oil change & antifreeze for agreed price of $1,892. This was signed by service adviser: Mr. Gary Thornton.
My husband talked with them practically everyday concerning the truck. And every day they would try to add something else to run the bill up. One day they called & said it needs a new timing belt and the price would be $373. Extra. My husband ask them how much for the part and how much for labor. They said the part was $73. And labor would be $300 dollars. My husband (one of his degrees is in mechanics) told them since they will have to remove the timing belt anyway to do the gasket, why are they going to charge for labor for something that will be taken off anyway?
He inquired since they would have an old belt on the bench and a new one, what's keep the technician from picking up the new one & putting it on instead of the old one. The service advisor agreed and told my husband he was absolutely right! So, they would put the new on for the price of the part ($73.) Days later, when I read the service agreement, I discovered that the timing belt had already been included in the initial price! RIP-OFF, RIP-OFF!
Another day, they informed my hubby, truck need transmission flushed and wanted us to pay extra for that. My husband informed them not to do this service. We had just had transmission serviced and flush 2 weeks prior. Then they called again wanted to do spark plugs and charge big fee. Hubby refused to have him do this. What for, hubby can do this. They did not realize hubby knew about vehicles as they were trying to rip us off.
Hubby was told truck would be ready Friday (8/17/07).
On friday (8/17/07), the service dept called asked my hubby could they keep the truck until Monday (8/20/07), and we could pick up then. Hubby gave okay. On Monday (8/20/07), 'THE DAY WE WERE SUPPOSED TO PICK TRUCK UP' we received message on answering machine to call Gary at the service dept. Hubby called to be told that the truck had a CRACK ENGINE BLOCK & would cost $6,000.
Problem is this: on 8/11/07, they checked engine block it was fine according to them. Now, on 8/20/07, at time for us to pick truck up the engine block is cracked. If its cracked now, they DID it.
We immediately went out to Stevenson Automotive Dealership to discuss this matter. We asked to speak to the owner (John O. Stevenson); we were given the run-around. Then we were told the Mr. Stevenson was not in. We were told to talk to a man named Mr. Cabolla. We informed him that we have in writing where the service dept was to fix truck for agreed upon price & where they did an engine block test and it was fine.
So, if its cracked now-they cracked it! We informed him we expected them to fix our truck for the agreed upon price they put in writing. This issue was not resolved. As we were leaving it sounded like he said something to the effect of 'that's the way those, or NEGRO are'.
NOTE: my husband & I are an interracial couple. I am african-american and hubby is white. I was quite upset by this. My husband became so angry, I had to calm him down!
8/21/07, my husband called and asked to speak to the owner (Mr. Stevenson) to discuss this matter with him (the problem with the truck and the racial overtones by an employee). He was told that the truck now DOES NOT HAVE A CRACK BLOCK!
Hubby asked 'are you going to fix my truck'? They told him for $595 dollars, he could come get, but he would need to 'TOW' it with a tow truck because the truck is in 'pieces/torn apart'.
Now, let me get this straight. We DROVE this truck to the dealership. It was driveable, but now we're expected to 'tow' it home. Then they want us to pay them almost $600 dollars for tearing it up! They tore it up!
Another request was made to have the owner to call us.
8/23/07, A man by name of Paul McCarthy, called from the dealership. He asked to speak to my husband. I told him hubby was not home but will be back in 30 minutes. I informed him that I wanted to speak to the owner (John Stevenson). Mr. McCarthy told me that he is the one who handles 6 stores for Stevenson Automotive. He REFUSED to give me contact with the owner.
I, then, asked Mr. McCarthy 'what is wrong with our truck'? He stated, I'll tell Mr._. (my hubby) when I talk to him. I asked him again, but he REFUSED to tell me anything pertaining to the truck. Now, mind you, I will be the one writing the check for pay for the work!
This made me feel like 'he cannot tell the 'BLACK WOMAN' what is wrong with OUR truck. He has to wait and talk to the 'WHITE MAN'!
He did call back and talked with my husband. He still had no answer concerning truck.
8/24/07, at 12:00 noon, Mr. Paul McCarthy called. He informed hubby that they will fix the truck for the agreed upon price. He said the 'engine block is NOT cracked'.
He stated the engine is uneven but the technician CAN fix the problem. Hubby asked him are you sure? He assured us that they could fix it. When asked about a warranty, he reluctantly said he would give us a 30 day warranty.
I thought that warranty was a littlle bazaar for a MAJOR dealership.
So, I called his other dealerships (they have 11 of them) to find out what is the standard warranty given out for parts & labor on their work. I found out the standard warranty they give out is: 12 MONTHS/12 THOUSAND MILES. Then my husband called the service dept at Stevenson Toyota (where our truck is) to inquire of the standard warranty. He was informed: 12 MONTHS/12 THOUSAND MILES.
If others get 12 MONTHS/12 THOUSAND miles, then what is this?
Is this the ' warranty?
Why do I have to get the ' warranty?
At 12:30 noon (8/24/07), my hubby calls Mr. McCarthy back and ask about the warranty situation. ALL OF A SUDDEN, now McCarthy says he does not think the work they are going to do will rectify the problem.
Note: 30 minutes earlier he gave ASSURANCES that it would/could fix the problem! Which is it? This is the Toyota Dealership. We did not take our truck to some jack-leg mechanic working out of their backyard. The dealership are the experts on Toyotas.
As of today, SEPTEMBER 15, we still DO NOT HAVE OUR TRUCK! It is at their dealership. They will not talk to me. They will not give us our truck.
I am appalled how this dealership has treated me. They are racist, severely mistreat customers, desire to give me the ' warranty & intentional inflict emotional harm trying to RIP a person off.
Jacksonville is a military town (home to Camp Lejeune, the Marine Base).
So, I cannot believe how they can treat military servicemembers like this. I am a servicemember of the United States Army. My husband is a former Marine and Disabled American Veteran (injured from war).
There actions are totally unfair!
HelpJacksonville, North Carolina
U.S.A.
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