ComplaintsforHeritage Toyota Owings Mills (Service Center)

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday, February 19, 2024, I went to Heritage Toyota Owings Mills for a scheduled oil change. When I arrived, I was escorted to Service Agent named Eric *******. Eric was on the phone and I patiently waited for him to acknowledge me. He looked me in my face and turned his chair so that his back was to me. I continued to wait patiently despite his rude behavior and lack of customer service skills. As I waited, I decided to give him more time on his call and I went to place my car key in the ignition for the Valet Workers who take the cars to the garage for service. When I returned to Eric's office, he was still on the phone and still did not acknowledge me. So, I asked him if I should go to another agent. He very rudely responded by saying that he's on the phone and everyone was busy. As I stood in his glass paneled office, I could see several agents who were available. Eric was impeding my service and was discouraging me from getting service from others. He did not offer any other options for me to have my oil change processed. I responded to Eric that I don't know who else to go to and that he could at least acknowledge a customer who is brought to his office for service. Eric said that he don't acknowledge anyone when he is on the phone. I told him that is unacceptable. He began to raise his voice and kept screaming that he's on the phone. The time he took to tell me that he was on the phone 5 times, he could've simply re-directed me on where to go for further processing of my oil change. I responded to Eric that although he is on the phone, he could have still acknowledged his customer instead of ignoring me by turning his back to me and not even saying a simple hello. Again, he kept saying that he doesn't talk to people when he's on the phone. The fact that he raised his voice at me yelling, denying me service, and not offering an alternative to me (i.e. another agent) is unacceptable. I would like a refund and/or store credit for being disrespected.

  Business response

  02/21/2024

  The general description of the events that took place during the customer's visit are not disputed. I spoke with Ms. ****** personally and apologized for our employee's tone and for how everything transpired. How her visit went is not according to our protocol here.

  If a service advisor is on the phone the greeter should have asked Ms. ****** to wait outside the office until that call has ended. This is so whomever the advisor is dealing with, whether on the phone or in the office, has their complete attention. Should that phone call last too long, the customer would then be taken to another advisor by the greeter. For whatever reason, that clearly didn't happen in this instance.

  Regardless, none of this excuses our employee's treatment of Ms. ****** in any way. Ms. ****** has my contact info should she wish to discuss this further. I'll also leave it below:

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• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business is offering lifetime paint warranty if we did work with them. I changed my Toyota Camary 2006 front hood and they painted in 2007. Now the paint was coming out from the hood so i went there and ask if they are able to repaint it. First, i met Robert King and manager Jeffrey D. and they said and also advertising their work for lifetime warranty on paint job. So they told me they need to ask upper management for this work. They are telling me that they will not do it as it was done back in 2007. This is wrong and i did ask when i did all this work back in the time. They have the same policy for their paint joblifetime warranty on paint job as long as i own this car.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/14) */ Contact Name and Title: Tony P. Director Contact Phone: XXXXXXXXXX Contact Email: ********************** At the time of the consumer's repair, 10/3/07, our Body Shop repairs were warranted for a period of 12 months with unlimited mileage from the date of delivery, as clearly stated on this consumer's repair order. Additionally, and as important, the panel in question is damaged from a subsequent collision, requiring replacement. Consumer Response /* (3000, 7, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes per the receipt, all the repair part was covered for 1 year but paint was for life time. I am updating my car photos too as car paint was not come out but the hood one. I specifically asked this question at that time as they were not putting the company hood and they are painting it. So they mentioned as long as i won the car, paint is for lifetime warranty. This is not accepted from the reputed body shop and spending almost $5K back in the time. You guys need to honored and paint my hood as per the company policy. Business Response /* (4000, 9, 2022/01/21) */ While I'm not clear on what was said in the rebuttal, I will state that we are not willing to paint a damaged panel, regardless. The panel in question has clearly suffered subsequent damage and needs to be replaced. If the consumer is willing to purchase a new panel from us, we can then discuss charges for painting it. Without replacing the panel, we are at an impasse. Consumer Response /* (4200, 11, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is insane. Paint was coming out from the hood which was covered for lifetime. Now you are talking about panel?? what is that, I updated the picture of hood and I don't see any damage on hood. Business Response /* (4000, 13, 2022/01/26) */ Included is a picture of the hood. Again, it's clearly damaged, with multiple dents that cannot be repaired given their location. Our offer stands, buy the hood and we can talk about the paint costs. We are not entertaining painting a damaged panel. Consumer Response /* (4200, 15, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not asking any entertaining painting; I am here for company policy and warranty. What a cheap work you guys did with paint for my hood. I am attaching all the pictures again; this is totally sales pitch and ********. You cannot force consumer to buy the hood for the warranty paint work. If I don't have any issue with my hood and just need a paint, then you cannot force to let me buy another hood for paint work. If you are not painting my hood, then refund all the paint charge you charged me on my bill!!

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