Originally Posted by FMF Doc (Post 1473877)

I don't see the repairs or service calls listed on this report. They are usually listed by the dealers. I just bought a 2007 Toyota Solara and every oil change and battery replacement done at the dealers was reported.

Originally Posted by VICAR OF DIBLEY (Post 1474399)

There is no written record of some of our service calls. Fortunately when we went to the dealership to discuss a different problem they remembered we had come in, what the problem was and what they did.



We had brought the car back with in the first few days after we purchased the car, they offered suggestions that might work, but would violate our warranty.



Problem was never resolved until the day when we went in to purchase another car.



You can only disclose a problem to a potential buyer about a car if there is a written report.

Originally Posted by Chatbrat (Post 1474596)

too bad someone doesn't fwd this discussion to Pam Bondi or the correct agency

Originally Posted by patfla06 (Post 1473645)

We take our Lexus RXs there and they have always been honest and reliable.

Originally Posted by salpal (Post 1474374)

I have purchased three cars from Phillips. I love their salesman named Ashley! I will continue to buy from them, never had any problems.

Originally Posted by jpvillager (Post 1474391)

Did they change the 12 volt battery? If that discharges nothing works including the hybrid systems. Been there. Had a 2006 Toyota highlander hybrid, loved it, wish I still had it. Phillips gave me great service. However, Leesburg Toyota and Honda new car dealers are too expensive for me. Hybrids also buy would love to have one again. Bought a new 2017 CRV 4x up North this summer, was able to negotiate, and averages 31 - 32 mpg. Good enough for me.

Originally Posted by Wiotte (Post 1474419)

Absolutely irresponsible and unprofessional not to maintain a written record of a new vehicle warranty service. I don’t understand how a new car dealer can get away with this. It makes no sense ! Are you sure ?

Originally Posted by Chatbrat (Post 1474980)

Contact Dan Newlon,tell him the story and 6 months later he might own the dealership

Originally Posted by VICAR OF DIBLEY (Post 1473656)

Let me start out by answering the question that no Lemon Law was involved. Maybe we should have let it become three attempts to fix the problem and then have it fail.... Here is the full story:

In June we returned to the car in a shopping center parking lot, and the battery was dead. AAA jump-started it and it seemed to charge as we drove home. We brought it to Phillips service dept., where the technician explained that they weren’t able to diagnose the problem, but they replaced the battery, suggesting that maybe the battery had a weak cell.

The problem recurred three months later, the day after the hurricane, when AAA couldn't provide service because of trees across roads, etc., so we used our own car battery charger. Again it seemed to hold a charge; however, three weeks later it recurred—a completely dead battery. The problem then recurred two more times, and we lost confidence in the car. When we say 'dead,' there's no other way to describe it; we had to manually unlock the car door!

Phillips asked us to leave the car with them. They kept it for over a week, and during that time the issue did not recur, meaning they couldn’t fix it. We then met with our original salesperson and the service manager, who told us that Phillips would replace the car with the identical car—but not a hybrid—with either a 2017 or a 2018 model of the identical car. This offer was predicated on the general manager’s setting prices. We returned a few days later to meet with him, who in the end offered us an even exchange for a 2017, or $2,000 for a 2018, for the identical car without the hybrid system.

We opted for the 2018 and paid the $2,000. However, when we went to pick up the car, we immediately saw that it was NOT the same car as the 2016; it was noticeably missing one feature—and we say 'noticeably’ because it's one that we used everyday (bird's eye camera). We canceled the deal and left, never having been told that other features, notably safety features, were missing. The next day we thought and talked about it, made our peace with not having the camera (which we were led to believe was the ONLY difference between the two models), returned, and bought the car.

We were on our way home when we realized that there was at least one other safety feature missing (a sonar device to let the
driver know that someone or something is too close to the car)—and perhaps more. Again, we were not aware of these missing features until we went to use them. We called back to the dealership, and for the first time we learned that these safety features, for which we had paid when we bought the 2016, were part of a package; all we were told was that this is the car and the features that we're paying for, nothing about a package. Prior to signing the agreement, we saw the car and was once more told that it had all the same features as our 2016, the only difference being no hybrid system (and evidently no bird’s eye camera).

Following our filing a complaint with Toyota Corporate, we received a call from the customer relations manager, who said that Phillips Toyota would do nothing further for us. As soon as we asked her to put this in writing--either a letter or an email--her demeanor abruptly changed. She became belligerent, almost rude, refused to listen to us, and it was at that moment that we realized that THIS is how they do business—they NEVER put anything in writing—and what the implications are. We asked her job title, and when we asked her last name, at first she refused, then mumbled something, and when we asked her to spell it, she hung up on us. This is what Phillips Toyota considers 'customer relations'?

Simply put, we were promised a replacement car that would be identical to the 2016 (but not hybrid) whose features we had paid for when we bought the car, and NOW they are saying that if we want what we were promised, we would have to pay a second time for these features!

If anyone feels confident buying from a dealership that (1) treats its customers this way, and (2) puts this particular car with its intermittent electrical problem into their used car market without explaining the problem it has, by all means go right ahead....

Originally Posted by FenneyGuy (Post 1475154)

Did you not review the window sticker to validate what was installed?

PS - I only buy cars from US based manufacturers. Love my two Fords and my 67 Chevelle. The Japanese have never built anything that attracted my attention.

Originally Posted by FenneyGuy (Post 1475154)

I only buy cars from US based manufacturers. Love my two Fords and my 67 Chevelle. The Japanese have never built anything that attracted my attention.