Riverview Toyota

After complaining several times to the service people at Mesa Riverview Toyota that my 03 Sequoia's AC would run hot if the temp was above 90 degrees, they just recharged the Freon several times with no difference. I found a Toyota Service Bulletin on line, printed it out, and presented it to the service department. They were quick to point out at the bottom of the TSB that it was for 36K or 36 months, whichever came first. It was not to be addressed unless the customer complained of the issue in that time frame.

I said to the service writer that we can do this a piece at a time or all at once. I showed them my extended warranty. The card was taken from my hand, and the service writer said, "We can do something with that". He began to write up the Sequoia for service. He informed me that a rental car would be out of my pocket, and I was responsible for it if the repairs were not covered by the extended warranty. I asked why I would be responsible for a rental car when the Sequoia was coming back again for the same issues. I was told to call the extended warranty company, and tell them to get the car covered and any other charges on my credit card for other car charges pertaining to this issue.

I called them. I told them who I was and that I needed my car rental charges reimbursed. They then said to me "Oh, you're the guy with the exploded AC Compressor. I was completely caught by surprise by that. When the car was ready to be picked up, I told the service writer what I was told by the extended warranty company. His response was "The only way we could have gotten it covered is if we told them that." I explained to the service writer "No. They would have covered it. It's an all inclusive extended warranty on the AC that's why I got it. I have no history with this car in Arizona. It was the selling point of the car when I purchased it".

This was mid June 2011. The Sequoia has been back four times. Since then, with an average stay of four days to have the AC compressor supposedly replaced twice, the high pressure was replaced twice. The front expansion valve was replaced two days after I paid to have it replaced. The rear expansion valve was replaced twice. And the front condenser was just replaced two weeks ago.

When I received the Sequoia the Friday of the Fourth of July, I was told by the writer, "We don't know what's going on with your car. We would like to have it seen by the engineer that will be here in July." I told him "Yes". I was then told that the engineer would not be at the Toyota dealership until July 25th. I came to find out on July 25th that the "engineer" was just a Toyota rep and not an engineer. I was never allowed to see him nor speak with him.

The next time it came in July 6th 2011 was because the AC had not improved. The rear expansion valve was showed to the service writer the next time in (three days later) that it still had the road dust on it. And the original factory insulation wrap had not been replaced. But after showing it to them, it happened to show up as being bad again and was replaced. At this time, the service manager stepped in and told me, "We're going to get you taken care of. We're going to get this issue resolved." I was told that there was no reason to involve the engineer. It could be taken care of at the dealership, and that it could be taken care of without him.

I am restoring an 82 Porsche 944 that blow 45 degree sitting still and the 03 has never blown below 65 degrees. I bring this up because out of total frustration, I went to the mechanic that assisted me in this project. I explained to him the issue. I was told by him to take water hose on low, go back and forth across the top of the condenser, let it run down in front of it and see what happens. I did this in mid day about 105 out. I took inside reading of vent temps of 78 degrees. I started the hose running. In ten minutes standing still, the AC back up fan quit running. All of the Freon bubbles on the observation tank went away. And the inside vent temp was 47 degrees standing still.

I went back the next day to Mesa Riverview. I explained to them that in this "exploded" AC compressor, the condenser was never replaced. And when the condenser was cooled, the AC was great. I was told, "Well yea of course." They asked what I want done. I said finish the job and replace the condenser. At this time, I asked why can't we get a handle on this and get it done. I re-explained that all the information I have been giving you about the AC has to be pointing to something you're not getting. It cools great when the outside temp is below 90 degrees, and the inside of the Sequoia always feels wet. I was told separately from both the service writer and the service manager, "We have no idea what's going on. We're shooting in the dark right now hoping we hit it."

Being completely unsettled by the whole experience, I waited until August 3, 2011, until Mr. ** returned from his convention with Toyota and his brother's wedding. I went to see the general manager of Mesa Riverview, Brent **. I had waived this issue in front of several people, friends and attorneys I know. They all said go see the GM, try and get it worked out with him before you go further.

At about 12:15 PM, I drove onto the property. I was met by a sales person, asking if I could be assisted. I told him I was there to see Brent. He said he would try and find him and let him know I was there. I wait a few minutes in the sales area, and Mr. ** was brought to me. I extended my hand and shook his. I said to him, "We need to find a place to have a conversation." He said to me, "You need to change your attitude". I replied with, "What"? He came back with, "You don't come in here and tell me what we're going to do". I said to him, "I'm giving you an opportunity to clear up some issues, before I take them to the Attorney General's Office". He came back with, "You can do whatever you want". I replied with "fine". I turned and proceeded to walk out of the show room. At that time, he yelled across the show room, "Don't ever step foot on my property again".

I purchased my 2007 Toyota Tacoma and brought it home on 9/18/10. During the test drive I noted two scratches on the passenger side of the vehicle. I discussed the repair of these scratches with the appropriate managers. They stated they would take care of "it" and someone from their collision center would be contacting us. I was told the scratches would be fixed free of charge. We were not contacted by the collision center.

I contacted Riverview on 11/5/10 to inquire about the repair. I received a voicemail stating the work order had been processed and that the collision center would be giving me a call. The collision center called (Kristy) during the week of December 1st. I returned the call on 12/3/10. During our conversation she told me to bring the vehicle to the collision center on 12/10/10 and I proceeded to do so. Kristy took several pictures and said she would call back. I did not receive any phone calls, voicemails or written correspondence. I called Kristy on 1/17/11 and left her a message to inquire the status of the repairs. Kristy never returned my call.

On 1/18/11 Diana from Riverview left me a message stating "there is really nothing we can do at this point because the repair ticket expired thirty days after purchase." I contacted Diana on 1/19/11 and explained to her we had not been contacted until now nor were we made aware of any expiration date. Diana also stated they were not going to repair the scratches because they didn't know if the scratches had gotten worse since purchase and that they were unwilling to cover the cost because this is "a new year and a new budget. " I asked her to discuss the matter with her manager. I next spoke with Diana on 1/21/11, she stated that she had spoken with the sales manager, Jeff ****, and that they would be willing to repair the scratches at a discount with specific prices noted. I asked her how they could quote a price when she had previously told me they were unable to confirm whether the scratches had gotten worse. She was unable to answer my question.

She stated the repair center had tried to call both myself and my wife several times and left several messages. My wife nor myself never received any voicemails from Riverview or the collision center. Upon inspection of our cell phone records there was no trace of those incoming calls or messages. I asked Diana twice for the dates and times of these calls/messages. She did not provide the information. I told her I would be pursuing other avenues then.

At the time of purchase, Toyota noted the scratches on the vehicle. The dealership and I came to an agreement that the scratches would be repaired at no cost to myself and the I would be contacted to have the repairs completed. I put forth good faith effort and made several proactive attempts, over several months, to have the scratches repaired. I contacted the dealership, returned calls and brought the vehicle in for the repair inspection in an attempt to have these scratches repaired, per our original agreement.

At no time during the entire year of 2010 did anyone mention that these repairs would only be free for thirty days after the purchase date. There also was no mention of an "extension" to this 30 day time period. Also, at no time was my wife left a message from Toyota in an attempt to either reach myself or to address the issue with the repairs. Only after I contacted them again, in 2011, was there any mention of any of these stipulations. From the beginning, Toyota was not forthcoming with any of the information necessary for me to have these scratches repaired. They waited until "nothing could be done" to communicate this missing information to me. All of this is bad business practice. Because of this, I believe Toyota should follow through with the initial agreement to repair the scratches for free, or provide a check for the amount to have the scratches repaired somewhere else.