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L7 CBB v RRG

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  1. Seems like these Customer Service Centre's need to rewrite and then adhere to new "Mission Statements" most especially Toyota GB who have an opportunity to start again at grassroots level. The clue being in the Title " CUSTOMER and SERVICE it seems at present the only thing they can get right is that they work in some or other CENTRE. I'd like to give credit and praise where it due so would like to thank Casey Austin at Toyota (GB) PLC. Tracey was the 1st port of call when I first contacted Toyota following RRG Mr. Byrne's comment in a telephone conversation, "well you can try contacting Toyota GB, but they will only put you back to me!" Alas this did turn out to be true, following the 2nd port of contact with Danielle Lashmar, who accused me of lying and then when I said I object to that but at least it's now on record and as such I would like a transcript of this telephone call because all calls are supposed to be recorded. Danielle then said that although yes that was the case she actually hadn't logged on that morning as she hadn't had time because of having to fill in her diary? It was approximately 11.15am! I asked her to get her Manager to contact me later that day, he never did so. Casey by complete contrast was exactly what you would expect of an employee, employed by Toyota, she was attentive, courteous, never stopped typing for the full 40 minutes or so and gave the impression that the matter would be addressed professionally. Unfortunately Casey seems to be one of the few professional at Toyota, though at least she can honestly say she earns her salary. Casey I only hope you are getting paid enough well done and thank you. The very same can be said of Ass. Sales Manager at RRG Mr. P. Wright who although unable to make any decisions gave us a glimmer of hope for a few days at least. But then Mr. Byrne came back from his long week-end off caravanning and began his Rock Of Gibraltar, style of Management. Is anyone on here noticing that, you complain, which is your right. The problem gets repaired because there was one, after all but you are not supposed to complain about it. You as the customer behave accordingly and are truthful and honest at all times, and yet as if it really is some line of defense they then start to call you a liar ! When finally there is an opportunity to say ha, ha caught you, you've recorded your own selves lying, the tape just happens not to have been switched on because 'they were too busy' Pops up alot that doesn't it ? Being too busy to do the job that you're actually being paid to do. Is it fair for them to accuse us of being idiots as well as liars. Thinking Toyota? Think Again! Casey Austin, Toyota GB and Peter Wright, RRG Bolton your own standards and moral codes are the correct ones for both business and life in general, please don't slip down to the lower standards of those either least competant, or competant but dishonest.
  2. RE: my local garage my old car used to go to never did anything and now both cars I have taken to a dealership have been returned with damage. Who is the Dealership please? All very well, we'll fix this, fix that and put your car back to the very condition it was in when you TRUSTED US WITH YOUR SERVICE, in the first place but please, it's just not cricket Isn't there a soul out there capable of doing a job and getting it right first time? I expect you also paid DEALERSHIP SERVICE prices? Don't give them your business again, they don't deserve it and give others the heads up too, to save them the hassle. Support your local garage with his 100% record and his local garage prices. All this foot stamping is merely wearing our 'soles' / 'souls' away. And your warranty will remain valid so long as genuine parts are used for the service. The Dealerships are not interested in your merely buying a brand new car. They want you to buy the insurance, the service plans, the blah, blah, blah which when you do so and TRUST them they mess up. Their cost YOUR TIME AND INCONVENIENCE
  3.   Hello Natalie, Seek and you will find. http://www.guardian.co.uk/business/2010/feb/08/does-toyota-recall-affect-you Choice, Choice, Choice. That should be the buzzword for 2010 Location, Location, Location. Education, Education, Education are old news, long live Choice. Have you seen all previous posts, on this site under L7 CBB v RRG? Also empower yourself and sign up to savvywoman.co.uk on the ‘Complaints and Scams’ Post Forum. Thank you for taking the time and most of all effort to read my posts. They are long winded, and occasionally rambling. Please make an effort to (contact fizzer123) and she can/will at least verify, that after banging your head against a brick wall for months on end one at least feels a little entitled, to do a Led Zeppelin, ie ‘Ramble On.’ Most probably before your time Natalie, ask your Dad, maybe he’d know. Fizzer123 took the legal route when she encountered her, almost exact same problem and did reach an amicable resolution in the end however, as she herself quite rightly said, why should she have had to? Further she did not receive her legal costs nor one penny, for her loss of time and considerable distress ( unlike Barry Payling, British Gas ) Mozilla Fox it, and see for yourself. Of course you can Google it but Google seem to be getting all the ‘praise and business’ out of this post and well, it’s only fair that others benefit. Just as I believe that it’s only fair that Mr. Bryne and Toyota should have told their potential customers visa vie ‘US‘, about the known brake issues. He was only too quick to tell us when we first complained: ‘Toyota GB are aware of the problem.” Well, they would have been wouldn’t they because people had been informing them at their Customer Complaints Centre. 20th August 2010, in a letter to us: “I would like to thank you for bringing this matter to my attention as customer feedback and comments are vital if we are to improve the overall customer experience we aim to provide.” Alan Barrett. Customer Relations Manager Has Mr. Barrett been made to sign to Official Secrets Act, or something similar?   Because IMHO, I think the new Toyota car buying customer had a right to know that there was a problem. OK, now you do know that not everything’s is as rosy in the Toyota garden as they’d like you too believe, but only because it was dragged out of them kicking and screaming. And for which their very own shareholders are taking legal proceedings ****** Important that you read this ****** http://www.dailyfinance.com/story/company-news/toyotas-second-shoe-drops-shareholders-sue/19408863/   Natalie, Please go to Toyota Owners Club site and type in search ‘brake problems’ When you’ve found out the ‘truth’ consider yourself extremely lucky that you dropped on this Forum and then PLEASE, PLEASE pass it on to your friends and even your worst enemy. I wouldn’t want anyone to go through what we are. THAT’S THE ONLY WAY ANYTHING IS EVER GOING TO CHANGE. For the better? NO! We had better speak to the mechanics, other than Toyota ones obviously, all though even some of those are quite honest on the Toyota Owners Club site, anonymously I assume. It’s that ‘human’ element that John Thomson is attempting to portray/buy. I just look at it that I don’t want anybody else to ‘suffer’ like us, and fizzer123 etc. I should be out enjoying the sunshine rather than being chained to this computer and all because The Lady Loves Milk Tray? NO because we weren’t told the truth from the very beginning. Is it just me or is there a common ‘truth‘ running though this whole debacle? If, when we went to buy the car on that fateful Sunday, (I knew I should have stayed in and watched the Horse Whisperer with Robert Redford! How’s that for a memory, 17 months ago?), Mr. Chesham had said: “Here we are Mr. & Mrs. Bailey, the Toyota Yaris. There are 8 different models, 3dr and 5dr, petrol or diesel. It comes in a range of different colours (well Silver only actually) It’s Group 2 insurance. It’s cheap to tax, cheap to run, 29 to 36 miles to the gallon, oh and there are known issues with the brakes.” “Sorry what did you say?” “Cheap to run, 29 - 36 miles to gallon.” “No the other thing Sean” “Oh! Known issues with the brakes.” “I’ll have to think about that Sean. I’ve thought about it, bye” Now anybody else could have thought about it and still decided to buy, It’s a democracy, well it used to be? They, I , we and now you can make a choice. This is the issue key to this whole case, Knowledge and Choice. People say Knowledge is Power. No it’s not, it’s what you do with the knowledge that empowers you. Which is what I’m attempting to do here. Am I angry? yes. Am I distressed? yes, Am I reasonable, confident but professional in the way I complain? I‘d like to think so***, Were we open to compromise, yes. Am I/we an isolated case at either RRG and Toyota GB and the way they ‘deal’ with the ‘inconvenient’ customer. Not by any stretch of the imagination and it is that, that I am trying to prevent happening to you and any other potential Toyota Customer. Their Market is huge, measurable in billions of £/$, Rand, Yen etc They are market leaders, they got there because their quality control USED TO BE SECOND TO NONE. USED TO BE! Even their own CEO and Director acknowledge they put Market share before Quality. Do they deserve that market share back, just yet? I know we are biased but NO, NOT UNTIL THEY HAVE EARNED RATHER THAN BOUGHT THAT TRUST AGAIN. HOW LONG WILL THAT TAKE? IF THE NEW BUYING CUSTOMER THINKS JUST A YEAR THEN MORE FOOL THEM. A FOOL AND HIS MONEY ARE SOON PARTED. They sell/sold millions of cars. 99.99% of those brand new cars could be 100% reliable but be the .0001% , unlucky ones like us, fizzer123, and others and you won’t be able to put a price on the stress, and inconvenience both RRG and Toyota GB subject you too because you had the audacity to stand up for yourself. Who is the Toyota Yaris’s ‘Market’? IMHO, the young, such as yourself (luckily your Dad is there for you) there are plenty who don’t have Dad’s for one reason or another. Pensioners, looking for cheap economical RELIABLE cars and Mobility Customers. All the most ‘trusting’ whilst also vulnerable of groups and least able to stand up to bullies             *** Excerpt of e-mail to Mr. Byrne and Toyota GB 17/08/2010 ‘I'm sorry you feel my confident manner to be as you state in your letter ' sarcastic ' It is perhaps because of the training I was given in my profession, that you know nothing about, because you've always been too busy to meet me on more than 6 separate occasions, but which I told both Peter and Rob about, where I dealt with 'bullies ' on a daily basis for 14 years. Must I apologies for not letting Toyota or RRG bully me because they're bigger than me, or let them tell lies about me?’ Kind Regards Mr. C B Bailey cc Toyota Customer Services I contacted Nick Freeman ‘Mr.Loophole’ yesterday as he had previously commented in the press. http://www.dailymail.co.uk/news/article-1249160/Toyota-Prius-recall-8-500-British-cars-recalled-braking-fears.html And a headline in a similar vein said “ when your Toyota plays up, who do you call 1st your mechanic or your solicitor? ” He unfortunately handles criminal cases only and of course this is a civil case. However on ‘advice’ taken yesterday we are now considering taking legal action against RRG in an attempt to bring this matter to a swift end on account of the toll that it is taking on my health. The very stress if you have read all of the posts, I’d been medically advised to avoid when really I should have walked way when Mr. Chesham said , “that’s the one you’ve got, it was the very last one.” Like fizzer123 said, we shouldn’t have to but what do they say, ‘you can’t buy health. So Natalie, are you still here? Thank you once again for acknowledging my homework and perseverance. Because, as note above, we are now considering legal action, I am not at large to put documents which maybe specific to the case up for public view. However I will contact you by private e-mail re: the proof so to speak. It doesn’t seem right to sign off without a comment from Confucius. How about? It does not matter how slowly you go so long as you do not stop. I’m going to have to go quicker than this when I start my Blog but for now I’m off to see daylight for the 1st time since 5.30am this morning! PS. Hello fizzer123 I been trying to contact you for some 'very strange' reason I'm locked out of savvywoman.co.uk and have been for days despite my several attempts to contact Sarah so have been unable to see if you replied to my private e-mail? Are Toyota "Brand Managing" me already?
  4. I'd like to say a big Thank You too fizzer123, dingledangle and Peu207 big fan, I don't think it's a Confucius quote however it is in the same vain " A torrent starts with a trickle " No doubt anyone under the age of 25 will now be thinking what's this got to do with Demonoid and Isohunt? What Confucius did say however, quote; " I hear and I forget. I see and I remember. I do and I understand. " Which although written between (551 BC - 479 BC) Chinese philosopher & reformer was bang on for both current and future times. Where is the very first place people go for information and help, today? Although once there it is the Google searches that they type that is off the utmost importance. Type in Toyota in Google Search and you will see a myriad of Links that Toyota want you to see, Dealerships, Special Offers, What Car, etc they do not want you to see this http://wallstreetpit.com/41473-corporate-rotten-eggs#comment-265482 for this you must be more diligent in your Google Searches. Vis a vie with RRG, Google Search will send you to their numerous dealerships they sell Mazda, Peugeot, Lexus and not least Toyota in fact Toyota is the next site on the page. Be specific in what you Google Search and once again and you will find 'fact' and experiences that they don't want you to see http://www.toyotaownersclub.com/search.php?cx=partner-pub-3428242122128849%3Ahx3s3u-ytut&cof=FORID%3A10&ie=ISO-8859-1&q=rrg+complaints&sa=Search#1199 take just a little time to pick your way through them and even the specific Managers name will 'pop up' *** (foot note) Bear with me, because like I said to Mr. Wright at RRG Bolton, whilst I may not be a millionaire in monetary terms, I am a millionaire in time terms. I am retired and further because of all the sleepless nights that RRG and Toyota GB are causing me my time 'account' is paying out about 15% interest at the moment (this morning I was up at 5am the morning before 4am) that's an extra 4 hours Google Searching time when as a satisfied customer I'd should have been sleeping soundly in my bed which TOYOTA GB and RRG is WHERE I WANT TO BE! In order to get my facts right, I'm a stickler for that. All that time, date, place stuff, I just Google Searched RRG and 'discovered ' that RRG Dealerships sell Mazda, Lexus, Toyota (of course) and Peugeot. OMG! (I got that and LOL off my grandson) 10 minutes ago I never knew that, so now I'm able to say to Peu207 big fan, 'stick with the Brand who deserve your support, but when you do come to change your car take into consideration what you now know about RRG and the Management 'style ' adopted by SOME at RRG. There are 3 RRG Peugeot Dealerships within the Bolton area alone and I have neither the time nor the inclination to Google Search eg Complaints RRG Bury, therefore I accept that RRG Bury may rightly so, (because that's what the car buying public expect) be run by an honest, trustworthy, and competent team run by a good Manager to 100% efficiency and 100% customer satisfaction, yet taking " I hear and I forget. I see and I remember. I do and I understand. " now into account, wouldn't one expect Peu207 big fan, to go to Bolton Peugeot or Perry's (never heard of either till you guessed it 1 minute ago on Google Search) and all because of a less than 100% Manager Mr. Byrne, at RRG Bolton, who is supposed to lead by example but does not. If I were the Manager at any of the other RRG Franchises I'd be pretty upset that I'm catching potential fallout from the bad handling of a perfectly reasonable complaint. NOTE TO RRG MANAGERS 'Don't Shoot the Messenger ' SPEAK TO Mr. Byrne and at the same time ask to speak to Mr. P. Wright and ask of him what he said to me when asked if I had ever been unreasonable or impolite, in complaining "No. Never with me Mr.Bailey " I am entitled to complain still aren't I? Isn't that why Toyota have a separate department specifically designed to deal with "Customer Complaints" for when things do go wrong in the not so perfect world? Following his comments, in reply to my letter of 13th August 2010 Ref: MB Mr. Byrne seems expectant of his 'team' to lie and possibly perjure themselves because he is a bad Manager, IMHO. Would a good Manager have come to see the customer who had the need to return to his Dealership, for extensive repairs to a new car on more than 6 separate occasions and further have attended a meeting that he was requested to attend by Mr. P. Wright, with my wife and I, if only for a couple of minutes? Did Mr. Bryne do so? NO If staff at RRG or any company, shop, NHS or Bank were being abused or humiliated by a distressed, dissastified customer, patient, whomever, on any but certainly numerous ocassions over an 18 month period wouldn't a good Manager come to the aid, assistance, support of his or her team? I am 50 plus years of age, I have worked in different, industries, environments, counties, countries and even continents and in my experience, of course they would. Did Mr. Bryne come the assistance of his team in such a situation, he can't after all have been too busy, or away on a long wek-end caravaning or on 2 weeks leave on every single occasion. Then why didn't he come? Would it be reasonable to deduce that the circumstances he comments on never actually happened or was he just a bad Manager. A good Manager leads by example he does expect, and hopefully not demand and bully, his team to lower their standards to his. If he does, the level of stress he is putting his team under in the long term will be counter productive. The ' I do and I understand ' context of the phrase, will be understood by Fizzer 123 and sabers_of_paradise and many others who like us did buy from RRG and TOYOTA respectively and do understand the sheer frustration and stress of dealing with both. *** (foot note) Fizzer 123 and sabers_of_paradise and L7 CBB v RRG and many others are at this moment in time 'annoying little pop ups' but we live in a democracy, don't we? We are allowed infact feel 'empowered' because we can rant with our 'experiences ' on Forums such as this. There is a new wave coming "Brand Management" were Fizzer 123 and sabers_of_paradise and L7 CBB v RRG and Barry Payling and Andy Sharmans voices are to be vanished as easily as clicking the 'pop up blocker' at the top of your browser. If Confucius were still around I'm sure he would have written something poignant, or then again maybe just stuck with Be not ashamed of mistakes and thus make them crimes. Anyone can make a mistake, we are ' human' Toyota GB marketing director John Thomson said it was the right time for the brand to use 'a human approach'. Mr. Thomson spent £20 million in his recent mail drop. Apparently it was no were near enough! It seems that although Toyota left no stone unturned in their pursuit of saving their reputation (spending a £3bn marketing budget in the process) not everyone is convinced that they have totally succeeded. http://www.motor-trade-insider.com/index.php/2010/08/toyota-still-riding-out-the-storm/ Coming soon to a Company, Service, Utility near you. Forget, Face Book, Forget Twitter soon to appear on Dragons Den it's the future, " Brand Management" "Don't fix the problem Bury It. " [url=http://www.motor-trade-insider.com/index.php/2010/08/toyota-still-riding-out-the-storm/][/url] " You can't trust Toyota, but you can trust Toyota to be Toyota " ditto "RRG" ps. Before I stepped up to Toyota I'd driven Nissan for 30 years. My Mum drives Nissan, My Daughter Drives Nissan even My Friends Drive Nissan, make the mistake of stepping up to Toyota and you too COULD soon wish you'd stayed loyal to your Brand Nissan’s UK MD, Paul Willcox, “We always pay a great deal of attention to the views and opinions of our franchised dealers. That so many of them are happier with their Nissan franchise now than they were two years ago is very encouraging, and that we are now the 8th most valued franchise is excellent. We have a first class model line-up and a first class dealer network to help meet the needs of all of our customers.” If only Toyota GB MD could say the same thing!
  5. Thank you for your response, will do so. Have just posted a 'reply' to Fizzer 123 old post and I saw that you commented on that 'episode' also. Add this to sabers_of_paradise post, also on here and times and dates aside I think you'd agree that there is a strikingly familiar pattern here? As mentioned in my post I only came across CAG in the last week after months of Google Searches and can assure you this is the 'actual customer care stance' currently used by Toyota GB. I say currently because above and beyond my own personal interest I do feel a duty to others, and would like to think the somewhere down the line, and I expect that to be a very long line my actions like those of Andy Sharman, hence the soon to be launched website and blog, will go someway to changing this 'disgraceful stance' not once, twice or three times because they got some bad publicity on CAG but permanetly until Toyota GB grabs the bull by the horns and start again with a fresh attitued £20 million, £30 million £60 million its peanuts to them. You earn trust you might well try but you can never buy it, foundations count for everything. I'm ASSUMING and I know that that's a dangerous thing to do, but from a previous comment you made you have or do own a french car. As I said in my post, personally I have always had Japanese, I'm old enough to remember the terminology used against buying Japanese in the old days. Look where they are now, Market Leaders. Why because they used to make quality controlled cars. Now? Even their own Directors will tell they put market targets over quality which is all very well UNLESS YOU PERSONALLY are the owner of one of the ones they let slip through then net. Eventually we generally sell our cars on in the private market. 1) Would you buy it from us knowing the history 2) If we deliberately kept that history from you and later down the line you had problems with it, would you blame and possibly attempt to take action against, Us or Toyota? I mention; I do feel a duty to others. If we had £10 for everybody who said ' I just cannot believe that about your Toyota, surely you can do something.' Neighbours, friends, family, they used to ask 'Oooohh got another new car?' Now they just know that it's courtesy car because the Yaris is back for repairs AGAIN, I could buy an 'alternative' new car cash! And if your really really set on buying Toyota at least buy it from H W Moon or Bentleys just any dealership but RRG.
  6. My wife and I have only just read your Toyota Saga. Which came about only because I checked your 'profile ' after you posted a reply to mine asking 'important what date did you buy etc ' and exactly why I and occasionally my wife spent a full 12 hours sat at the computer typing, copying, pasting and editing, yesterday. What I am discovering is that unless the 'search' is very specific often you miss the 'real misery of owning a Toyota ' eg I'd only seen the http://www.consumeractiongroup.co.uk/forum/showthread.php?246764 previous on CAG and even that was after months of other Google 'search ' attempts. I'm really happy for you that your misery was brought to an end and you have been able to move on, as I think you can concur when you're in the situation it becomes all consuming, you used similar terminology even, about banging your head, for example, and as you'd know whilst you wouldn't wish the 'experience ' on your worst enemy, it's a comfort to know that we are not isolated incidents, by any stretch of the imagination. Whilst I/we would no doubt feel equally happy should the matter be brought to a swift end there are far to many almost exactly similar stories out there, not to want to offer assistance and inform the unwary. That's an awful lot of totally unnecessary distress and inconvenience being caused by Toyota who could once be relied upon to be one of the worlds leading and most reliable car manufacturers. It is for this reason why I am developing a website and blog specific to these accounts of failure, inconvenience and distress, documented by their customers and press alike. Our car was bought before the scandal broke, but both Toyota and RRG knew there were problems but didn't tell the 'customer ' and that's where a significant difference becomes key, knowledge and choice. You knew there were faults with Toyota, and I suspect your gut feeling told you to stay clear? However your brain told you to consider decades of trust and reliability of the Toyota brand, and which we pay a premium at the dealerships for, don't forget. In my opinion it is that which Toyota are still relying upon and whilst on their own 'hype' site you will read of people who are perfectly happy with their Toyota's isn't that what 100% of TOYOTA OWNERS USED TO BE ABLE TO SAY AND STILL SHOULD ? Did you receive Toyota Marketing Director, John Thomsons' sales pack in the mail? The one that says Reassurance that goes on and on along with a ' stress.free.driving.that.goes.on.for.years.and.years ' £20 million pounds Toyota has spent in that mail drop. The clue is in the title ' Marketing ' you've dealt with them. Do you think they should have spent some of that £20 million pounds on 'Customer Services ' ? In their own Toyota February 2010 ' Recall Bulletin ' conveniently placed in their dealerships, you can read their ' Marketing ' style. I wish it had been available when we went to buy our car it's an insult to peoples intelligence. Quote; The numbers Toyota has acted with unprecedented speed and determination with the recent vehicle recalls - for proof just see these figures and then you read a bunch of nonsensical figures and statements which if your considering buying a ' brand ' new Toyota you may just fall for BUT if you've got a 'lemon' Toyota and an ounce of sense and you read it then it's guaranteed 100% to get your blood boiling. - for " the real proof " just see this : The Toyota recall story rumbles on as the company’s US chief admits it was slow to react. http://www.digitallook.com/news/3297997/Toyota_owns_up_to_slack_procedures.html?username=&ac= In a written statement, Toyota's US boss, James Lentz, said: ‘In recent months, we have not lived up to the high standards our customers and the public have come to expect from Toyota. It has taken us too long to come to grip with a rare, but serious set of safety issues, despite all of our good faith and efforts. The problem has also been compounded by poor communications both within our company and with regulators and consumers.’ unprecedented speed - v - slow to react Only one of those versions can be correct, am I right? One based on ' Marketing ' the other based on ' fact !' In the library, if its' not one marked for closure, the Toyota February 2010 ' Recall Bulletin ' could rightly be logged under ' Fiction ' was yours, ours and significant others distress and inconvenience, of owning a Toyota fictitious or factual? RRG and Toyota would have us believe our experiences are unprecedented 20 months on and still fighting we'd say they are slow to react 4 more months and we'll be at the Tony Scanaliato stage. Google him see if it sounds a bit like our experience For 30 years I drove Nissan, in fact the 1st one was even Datsun (remember the weather back then in the good old days of the 1960's RRG would have you 'Market, I mean 'Believe ' when it constantly rained Datsun Cogs; Sunny, Primera, Micra and Almera. I bought a Micra recently for my Mum she's had 3 previous, I bought my daughter a Micra, "and then I went and spoilt it all by saying some silly like," ' I'd like to by a Toyota Yaris Please ' !" I realise that you've closed a door that you'd most probably rather not re-open. This Toyota affair has re-opened a lot of closed doors in my head, due to the stress and which I had spent years dealing with but please give your support as I'm assuming you don't like bullies also? Please could you name the dealership or have you been restrained? Please comment on our last post who you think is being 'unreasonable ' Look at the state of the country. Is there some great mystery why or maybe it's because too many people have been taking a wage for being incompetent of doing the job or just downright idle. But not to worry the hard working, the retired pensioner robbed of the interest of their savings and the unsuspecting, uniformed once 'valued ' customer will keep the economy going. Must we really begin every new purchase begin with a Google Search of not Toyota or RRG BUT Toyota Complaints, RRG Complaints etc. It would certainly ease the levels of stress that perhaps you're medically advised to 'avoid at all costs.' Thank You
  7. Slowly getting the hang of it apologies, for not posting correctly it’s a new learning curve for me, and also, I’ve been banging my head against a brick wall for so many months that I’m beginning to lose the plot. I should have posted the specific details of ‘what the problem is,’ with the said Toyota Yaris, at thebeginning of New Comedy Double Act RRG and Toyota GB Parts 1 & 2. I’m so used to dealing with RRG Bolton and Toyota GB who know exactly ‘what the problem is,’ because it’s documented on all their work sheets (well, the ones’ they’ll actually disclose and it even has it’s very own case ref no: ***793) On Sunday 11th January 2009 my wife and I went to RRG Bolton to see about purchasing a new car. They had a ‘Blue Moon Event’ running where the price of new Toyota cars was significantly reduced. We spent approximately an hour and a half with a salesman whom I believe was called Stephen Roe. We test drove a Toyota Yaris and were then shown the new ‘Silver’ demo showroom model for closer inspection. I/We had a Nissan Almera to PX, and was going to pay any balance in cash, on my debit card. First mistake, I should have used my credit card for protection. We were happy with both the price and look of the car, a Toyota Yaris, but we specifically wanted a red one. Mr. Roe told us that the ‘Blue Moon Event’ had been so successful that the only colours that were still available were ‘Silver’. We said we’d think about it and left. On the Monday we went to H W Moon, Wigan who were running the same event. We knew what we wanted, along with the price we’d been offered for the Almera PX. The salesman told us that he could/would match RRG’S offer but after checking on the computer, added that Mr. Roe was correct in saying , “ ‘Silver’ was the only colour left.” Obviously he wanted to complete the sale, and everything was equal however knowing that a salesman earns a significant part of his wage due to meeting a ‘sales target’ having working children/adults of a similar age to Mr. Roe ourselves who also work to ‘targets’ and finally being decent human beings, both my wife and I thought it only fair that Mr. Roe at RRG Bolton should get the sale as he had done the ‘donkey work’. The H W Moon salesman’s final attempt to sway us was to show us a badge he was wearing on his lapel. He told us that H W Moon Wigan were the only dealership in the North West to be able to show the award bestowed upon it by Toyota Japan for best Customer Sales. We stuck to our decision which we would of course live to rue for several reasons, in the months to come. When later I commented to staff at RRG Bolton about the badge and the bestowed award and that maybe I should have gone to them after all, they commented, ‘ there is no such award, that was just ‘salesman b******t. ’ Whether, True or False it was an acknowledgement by Management at RRG to ‘b******t. ’and believe me, we've heard plenty more since then. On the Monday afternoon we went back to RRG Bolton, excited about buying our brand new Toyota Yaris. However Mr. Roe was not in at the time and so we were assisted by Sean Chesham We explained what had happened, that we would settle for the ‘Silver’ because we realized what a good offer it was but also that it was Mr. Roe who should get the ‘deal’ and as such any bonus or merit that was due. The Almera PX offer was £275 ( I know, a right old banger, which didn’t give us one of the problems our new Yaris has.) in true ‘Don’t Get Done Get Dom ’ style himself a ‘cheeky chappie’ ex car sales man, I asked for the figure to be rounded up to £300. Ever the salesman Mr.Chesham said ‘how about I put £20 worth of petrol in the new Yaris? ’ We agreed. In the time remaining, ie completing the paper work to close the deal along with Mr.Cheshams’ attempts to sell us a 3 years’ service plan, and Toyota Insurance and Sure Guard protection or something like, Mr. Roe turned up and came over to us all. We told him, we’d asked that he be given the ‘deal’ but he said to Mr. Chesham ‘I’m not bothered you can have it, I’m just so glad to be out of here, I’ve got a job as a Bailiff.’ I had a personal registration that I wanted assigned to the vehicle, which Mr. Chesham assured us was no problem, we paid a deposit and he told us that he would contact us a soon as it was ready to collect. We had told him we needed it before a certain date as the Almera tax was due to expire, once again, he said not a problem, and that he would phone us to come and collect in a few days. After waiting several days with the tax getting nearer to expiring I became anxious and phoned the name of the salesman on the card I’d been given. The thing was, it turned out to be the card of the salesman at H W Moon, who said: “we’d be ringing you to tell you your new car is ready, not you having to ring us,. I told you that should have come to us.” I next phoned RRG Bolton. “The car has been ready for a few days, has no-one contacted you?” We went to collect the car the following day, it was snowing heavily. Whilst Mr. Chesham was sorting out the documents we were given a seat and a cup of coffee. I then noticed that the ‘Silver’ showroom demo model was now gone. When he returned I asked Mr. Chesham about it, “that’s the one you’ve got, it was the very last one.” My gut feeling told me to refuse it, my wife however in an attempt to alleviate my associated health problems to avoid confrontations and stressful events, assured me it would be ok, after all what would possibly be wrong with it? Mr. Chesham took me out to the car, as I said previously it was snowing heavily and the car was covered in snow. Obviously the 1st thing was to start it and he mentioned how the safety feature wouldn’t let you start the car without first depressing the clutch. I started the car, and put on the wipers. “ These are the lights, radio, etc, etc and this is the heater, you‘ll need that on warm and full today.” I said I wanted the heater on the windscreen and also on incoming air, as it had been left on re-circulate. When I went to turn the dial that Mr. Chesham pointed out, to re-circulate, it did so without any resistance, which I mentioned. He tried it himself and then said, “it’s ok that’s how smooth the action is, nice isn’t it, oh and I‘ve put in that £20 worth of petrol we agreed on” We went back into the showroom, collected all documents and keys and then my wife and I left perfectly happy. It wasn’t to last. Across from the RRG Bolton Dealership, there is a petrol station. We drove directly to it and filled the car up with petrol. “Wow that’s a big petrol tank much bigger than the Almera” .. ….’. … £.. .. …… ..! I’ve left the spaces intentionally blank but when as a potential new customer you consider buying a Toyota from RRG. I am 100% certain that you’d be able to fill in the blanks without much difficulty. Over the next couple of weeks the windows repeatedly steamed up and if I was leaving a supermarket car park or somewhere similar, we always had to wind the windows down to see out. I contacted RRG Bolton and got the obligatory and somewhat condescending “Have you tried putting the heater on, have you got it on the right setting ?” it must be me at fault surely, not a brand new car? At least we both thought the same about the car. The car was booked in for it’s first ‘return’ visit and we were given a courtesy car and told we’d be called when the car was ready to collect. It was approximately 4pm when we returned, “nothing to worry about Mr. Bailey. A simple job, there was no resistance like you said because the cable had come off behind the dashboard.” Hadn’t I said exactly that to Mr. Chesham, when he was doing the ‘handover’ and wasn’t I in receipt of a fully ticked and signed (illegible) Pre-delivery service check sheet dated 15th January 2010. “We hereby certify that all items on this form have been checked and corrected for proper operation as required.” I said as much and was told “it could have come off driving the car from the workshop to the parking bay!” intimating I was being too expectant and unreasonable of our new car. Later, when our car had been repaired on 6 occasions, I would be told this repeatedly by both Mike Byrne, General Manager, at RRG Bolton and also Danielle Lashmar at Toyota GB “It’s unreasonable of you Mr. Bailey not to expect that a new car can go wrong. That’s why they’re sold with a warranty. I am not ringing Mr. Wright. I am not ringing Mr. Byrne and asking him about the steering events. You want to change your car for a new one and are not willing to pay any more money to do so ” “I have never said that. Those are Mr. Byrnes’ words. You have just hit the nail on the head.” ( “ It's a car Mr. Bailey. Cars have hundreds of moving bits that can wrong and need to be repaired, that is what a warranty is for…” Mr. M. Byrne.) “I never said that, You want to change your car for a new one ” “You said exactly that, my wife just heard you and I’ve written it down.” Danielle repeated again later in the conversation that she never said; “You want to change your car for a new one and are not willing to pay any more money to do so ” “In that case can I request that you transcript the recording of this telephone conversation for both our benefits.” Silence “These calls are recorded for training purposes? ” “They should be but I’m not actually logged into the telephone.” “Sorry” “I haven’t had time to log in because I’m doing my diary.” 11.45 am. “Who is your Manager please?” “Allen Barrett, Customer Relations Manager.” “Can I then request that you do speak to Mr. Byrne again. Make an attempt to get the correct version of events and speak also with Mr. Barrett and then ask Mr. Barrett to call me please.” “I am not doing that.” “Well please for the record make a note that I formally asked to speak to Mr. Barrett during this conversation” Mr. Barrett never rang me that day or any other. Mr. Byrne however did, and it was at this point that sick of all the lies and deceit I insisted that any further communication between all parties involved was to be by recorded delivery letter or e-mail for the record. So a faulty heater? It was just a teething problem of a new car, I could accept that, it’s reasonable it would be fine from now on. Wouldn’t it? Returned to RRG Bolton for checks, repairs and replacement of parts. 11/02/2009 Mileage 758 600 MILE CHECK, INDICATER DOESN’T SEEM TO TURN OFF UNLESS HE DOES A SHARP TURN. TECH CHECKED OPERATION OK. 05/06/2009 Mileage 3121 WHEN PUTS ON FULL LOCK HEARS A GRINDING NOISE STRIP FRONT BRAKES TO INSPECT RE: ROB Front brake discs scored Carried out brake disc skim & replaced pads Removed rear shoes chamfered edges Shoe adjuster sticking freed off. 29/10/2009 Mileage 8123 TECH REPORTED WATER PUMP LEAKING Warranty Work REPLACED WATER PUMP DUE TO LEAK FROM FAILED INTERNAL SEAL COOLANT PUMP ASSY WATER ALSO REPLACED BRAKE DISCS AND PADS DISC PAD FRONT customer request ref: Mike HUB FRONT AXLE 13/04/2010 Mileage 10633 PEDAL RECALL SOPE 0503B GAP BAR SIZE PLATE ACC2.6F Toyota A Check sheet Needs urgent attention **** PROMISED BUT NEVER RECEIVED REQUESTED FORMALLY ON 4 SEPARATE OCASSIONS DOCUMENT STILL NOT DISCLOSED E-mail to Mike Byrne 17th August 2010 “Could you also please for the 4th time of asking, 3 of those written, send me the Toyota A Check sheet showing that my Yaris Needs urgent attention and that Emma promised me she would print off ready for collection on 20/04/2010 when I returned to have the Needs urgent attention work carried out, for the 1st time.” Dear Mr Bailey Further to your request I can confirm that I have supplied all documentation available for your vehicle that are shown on our records. Yours sincerely Mike Byrne General Manager RRG Bolton (Toyota) Note the basic mistakes in the letter.Possibly on his account of being economical with the ‘truth’ 20/04/2010 Mileage 10809 CREAKING NOISE FROM STEERING PREMATURE WEAR ON SHOCKER TOPS REPLACED SUSPENSION TOP MOUNTS (RUBBER) FRONT WARRANTY WORK. CUSTOMER COMPLAINT BUMPSTOP FR.SPR 28/07/2010 Mileage 13576 CHECK FOR CREAKING FROM STEERING ON BOTH LOCKS HAS HAD PROBLEMS BEFORE AND WE REPLACED TOP MOUNTS EXCESS FREEPLAY IN TOP MOUNTS REPLACE SUSPENSION TOP MOUNTS SUPPORT FR. SUSP SUPPORT. FR SUSP On, Tuesday 6th July on the back of a comment “I can see that you’re at the end of your tether Mr. Bailey” by the Senior Technician, Rob, when both he and I were sat in my car when it was returned again, because the wrong parts had been fitted on 20/04/2010, my wife and I attended a meeting with Peter Wright, Assistant Sales Manager. Though Mr. Wright had tried to get Mr. Byrne to attend that meeting he didn’t he was ‘too busy’. We have never met Mr. Byrne on any of our subsequent 6 plus visits to RRG Bolton. We left the meeting with Peter Wright, feeling positive that at very long last our complaint was understood, empathized with and would likely be met with a positive reconcilable and amicable agreement between us. Indeed Peter stated “I can see it’s no use us offering you an extended warranty or free RAC Cover for a year. I have 1 or 2 options to consider.” but that he would need to run them through with Mike. Several distressing telephone calls on and many, many hours typing letters and e-mails to both RRG Bolton and Toyota GB. The only offer we have had from RRG Bolton is for ‘the car to be inspected by either the RAC or AA to ensure its performing as it should be and remove any doubt that we have,’ and from Toyota GB for us to ‘consider using an alternative Toyota Centre in the future, whilst thanking me for my ‘feedback and comments which are vital if we are to improve the overall customer experience we aim to provide.’ Why bother? It doesn’t seem that they ‘improved’ anything since the customer below and all the others Toyota Owners Club My experience of Toyota GB was the same as yours. I raised a complaint with Toyota customer services and the treatment I received was terrible in fact the worst treatment I had received from any company I have dealt with. I wonder if Toyota GB monitor these forums if so they could learn a lot about there core customers. Toyota and RRG do monitor these and other Forums because we were specifically told so during our meeting with Mr. Wright. He commented that trouble is you don’t get the same response on these Forums when the service and experience has been good. “Then give us something good to say Peter, we’ll drive round in a Toyota saying ‘I love my Toyota and RRG are excellent’ all over so long as both the cars and the service are up to scratch, and expectation” He said he’d suggested as much himself, giving new customers maybe £100 if they had a sticker or other in their back window for 6 months. By the same token shouldn’t I without redress be able to display my experience along with 'see driver for details' ? Toyota A Check sheet Needs urgent attention **** PROMISED BUT NEVER RECEIVED REQUESTED FORMALLY ON 4 SEPARATE OCASSIONS DOCUMENT STILL NOT DISCLOSED Mr. Bryne has always been at pains not to disclose this document, as I was that he do so, in order that ‘on record ’ I could demonstrate that after RRG Bolton had had my car in their workshop for over an hour and a half, it went from hero to zero in the space of 10 minutes, once questioned, about the 'grinding noise ' mentioned when I handed my keys to the at 8.15am that morning. ‘Excuse me Emma, the steering/suspension, what exactly was up with it?’ Since studying in great detail Toyota’s February 2010 Recall Bulletin Emma’s ' on record ' acknowledgement that my car had never in that hour and a half been taken out on a road test is key, and perhaps adds substance to Mr. Byrne’s reluctance to accede to my repeated requests for the missing Toyota A Check sheet Needs urgent attention worksheet? I was initially given a Toyota A Check sheet detailing that everything was in perfect working order and good to go at approximately 10am. By 10.10am my car Needs urgent attention ??? 13/04/2010 Mileage 10633 PEDAL RECALL SOPE 0503B GAP BAR SIZE PLATE ACC2.6F The trouble is if the Toyota’s February 2010 Recall Bulletin is fact: Let's get technical: How Toyota technicians are fixing the recall issues efficiently and reliably HOW IT’S TESTED: Technicians test the accelerator using diagnostic systems and a road test MY CAR HAD NEVER BEEN TAKEN OUT ON A ROAD TEST Extract of Letter to Mr. Byrne 21st July ‘You’re right, that does sound like a big job, so how do you explain this Toyota A Checksheet that you gave me showing no Comments/Recommendations along with your emphatic assurance that my car was fine not 10 minutes ago?’ ‘Err it was someone else’s car that the technician took on a test drive’. ‘But…’ ‘I know what you are going to say Mr. Bailey’ ‘Would that be, that even if the technician had in fact taken someone else’s car out on a test drive, didn’t he wonder what the grinding noise was when he drove my car from the parking bay to the repair shop?’ ‘I hear what you are saying Mr. Bailey, I can only apologise, it’s what I’m told’ PEACE OF MIND: Owners collect their keys and documentation, which confirms that the warranty remains intact. MY CAR HAD NEVER BEEN TAKEN OUT ON A ROAD TEST Yet I had been given a document, confirming that the warranty remained intact but whose validity was surely dependant upon a technician having taken it out on the required a road test I also have a Toyota Service and Warranty Booklet, which was given to me by Mr.Chesham on 15th January. On page 30 is the Quality Certificate bearing both the stamp of the 'Dealership' RRG Bolton? and the signature of the After Sales Manager Peter Wright, our whoever was supposed to be standing in for him? Except that page 30 of my Toyota Service and Warranty Booklet is completely blank. Once again echoing Richard Tolleys’ statement 'If were a consumer, I'd be asking "if they had all this quality control in place, how did they end up in this situation?" in reply to Toyota GB marketing director John Thomson recent claim, ‘ of the strengths of Toyota is the strength of the team, and there is a feeling that during this period our people should be our voice,' he says, 'It's a personal commitment to quality by all our team members. ’ This is a Consumer Site, and as such I am anxious to know if my opinion of Toyota and RRG’s distinct lack of ‘personal commitment to quality,’ is unique to me and my wife because we are personally involved or whether as Mr. Byrne and Mr. Barrett would have us believe that such failures along with the distress and inconvenience caused by them is all perfectly reasonable. Please let us know your 'unbiased' opinions
  8. The car, a Toyota Yaris was purhased on 15th January 2009. Below are listed the number of times it has been returned to RRG Bolton for checks, repairs and replacement of parts. 11/02/2009 Mileage 758 600 MILE CHECK, INDICATER DOESN’T SEEM TO TURN OFF UNLESS HE DOES A SHARP TURN. TECH CHECKED OPERATION OK. 05/06/2009 Mileage 3121 WHEN PUTS ON FULL LOCK HEARS A GRINDING NOISE STRIP FRONT BRAKES TO INSPECT RE: ROB Front brake discs scored Carried out brake disc skim & replaced pads Removed rear shoes chamfered edges Shoe adjuster sticking freed off. 29/10/2009 Mileage 8123 TECH REPORTED WATER PUMP LEAKING Warranty Work REPLACED WATER PUMP DUE TO LEAK FROM FAILED INTERNAL SEAL COOLANT PUMP ASSY WATER ALSO REPLACED BRAKE DISCS AND PADS DISC PAD FRONT customer request ref: Mike HUB FRONT AXLE 13/04/2010 Mileage 10633 PEDAL RECALL SOPE 0503B GAP BAR SIZE PLATE ACC2.6F Toyota A Check sheet Needs urgent attention **** PROMISED BUT NEVER RECEIVED REQUESTED FORMALLY ON 4 SEPARATE OCASSIONS DOCUMENT STILL NOT DISCLOSED 20/04/2010 Mileage 10809 CREAKING NOISE FROM STEERING PREMATURE WEAR ON SHOCKER TOPS REPLACED SUSPENSION TOP MOUNTS (RUBBER) FRONT WARRANTY WORK. CUSTOMER COMPLAINT BUMPSTOP FR.SPR 28/07/2010 Mileage 13576 CHECK FOR CREAKING FROM STEERING ON BOTH LOCKS HAS HAD PROBLEMS BEFORE AND WE REPLACED TOP MOUNTS EXCESS FREEPLAY IN TOP MOUNTS REPLACE SUSPENSION TOP MOUNTS SUPPORT FR. SUSP SUPPORT. FR SUSP As I said I'm a complete novice at this and for some reason even though I had saved in Notepad (ansi code) along with Microsoft Works Word Processor I was unable to copy and paste from either from my computer to this Forum, that is until 10 minutes ago when I downloaded Firefox and everything now seems to be working OK. I have another epic to upload detailing everything from start to finish 15th January 2009 to 20th August 2010 I've been typing it out since 5am this morning, so will post it as a seperate thread, appropriately copied and pasted from doc's, sometime this afternoon. At least by the time I've finished dealing with this complaint my IT skills will be 100% improved, and the new car buying general public will be able to view a balanced account of buying a Toyota. I am currently constructing a website and blog. putting all the Toyota, RRG complaints in one domain with links to newspaper articles, Consumer Websites (this one most definitely) etc. Sarah Pennells Editor, www.savvywoman.co.uk Sarah Pennells is the lady who spoke on bbc tv about the British Gas award for time spent dealing with complaints. Hi Chris, I just wanted to drop you a quick email to apologise for not having got back to you earlier. It's been a rather busy week but I'm hoping to catch up with emails over the weekend. I'll get back to you either later today or tomorrow. Best wishes Sarah Imagine if Sarah had been the person who got landed with 'our ' Toyota Yaris and how much work she'd have been able to get done, going back and to the dealership twice a day on more than 6 seperate ocassions. Thinking Toyota? Think Again!
  9. Apologies, for not posting correctly it’s a new learning curve for me, and also, I’ve been banging my head against a brick wall for so many months that I’m beginning to lose the plot. I should have posted the specific details of ‘what the problem is,’ with the said Toyota Yaris, before I put up my rant. In defense I’m so used to dealing with RRG Bolton and Toyota GB who know exactly ‘what the problem is,’ because it’s documented on all their work sheets (well, the ones’ they’ll actually disclose and it even has it’s very own case ref no: ***793) The car, a Toyota Yaris was purhased on 15th January 2009. Below are listed the number of times it has been returned to RRG Bolton for checks, repairs and replacement of parts. 11/02/2009 Mileage 758 600 MILE CHECK, INDICATER DOESN’T SEEM TO TURN OFF UNLESS HE DOES A SHARP TURN. TECH CHECKED OPERATION OK. 05/06/2009 Mileage 3121 WHEN PUTS ON FULL LOCK HEARS A GRINDING NOISE STRIP FRONT BRAKES TO INSPECT RE: ROB Front brake discs scored Carried out brake disc skim & replaced pads Removed rear shoes chamfered edges Shoe adjuster sticking freed off. 29/10/2009 Mileage 8123 TECH REPORTED WATER PUMP LEAKING Warranty Work REPLACED WATER PUMP DUE TO LEAK FROM FAILED INTERNAL SEAL COOLANT PUMP ASSY WATER ALSO REPLACED BRAKE DISCS AND PADS DISC PAD FRONT customer request ref: Mike HUB FRONT AXLE 13/04/2010 Mileage 10633 PEDAL RECALL SOPE 0503B GAP BAR SIZE PLATE ACC2.6F Toyota A Check sheet Needs urgent attention **** PROMISED BUT NEVER RECEIVED REQUESTED FORMALLY ON 4 SEPARATE OCASSIONS DOCUMENT STILL NOT DISCLOSED 20/04/2010 Mileage 10809 CREAKING NOISE FROM STEERING PREMATURE WEAR ON SHOCKER TOPS REPLACED SUSPENSION TOP MOUNTS (RUBBER) FRONT WARRANTY WORK. CUSTOMER COMPLAINT BUMPSTOP FR.SPR 28/07/2010 Mileage 13576 CHECK FOR CREAKING FROM STEERING ON BOTH LOCKS HAS HAD PROBLEMS BEFORE AND WE REPLACED TOP MOUNTS EXCESS FREEPLAY IN TOP MOUNTS REPLACE SUSPENSION TOP MOUNTS SUPPORT FR. SUSP SUPPORT. FR SUSP As I said I'm a complete novice at this and for some reason even though I had saved in Notepad (ansi code) along with Microsoft Works Word Processor I was unable to copy and paste from either from my computer to this Forum, that is until 10 minutes ago when I downloaded Firefox and everything now seems to be working OK. I have another epic to upload detailing everything from start to finish 15th January 2009 to 20th August 2010 I've been typing it out since 5am this morning, so will post it as a seperate thread, appropriately copied and pasted from doc's, sometime this afternoon. At least by the time I've finished dealing with this complaint my IT skills will be 100% improved, and the new car buying general public will be able to view a balanced account of buying a Toyota. I am currently constructing a website and blog. putting all the Toyota, RRG complaints in one domain with links to newspaper articles, Consumer Websites (this one most definitely) etc. Sarah Pennells Editor, www.savvywoman.co.uk Sarah Pennells is the lady who spoke on bbc tv about the British Gas award for time spent dealing with complaints. Hi Chris, I just wanted to drop you a quick email to apologise for not having got back to you earlier. It's been a rather busy week but I'm hoping to catch up with emails over the weekend. I'll get back to you either later today or tomorrow. Best wishes Sarah Imagine if Sarah had been the person who got landed with 'our ' Toyota Yaris and how much work she'd have been able to get done, going back and to the dealership twice a day on more than 6 seperate ocassions. Thinking Toyota? Think Again!
  10. Hi, Back again ready for the next 12 and a half miles. Could I also begin with thanking this Site and Forum for at least reinforcing the most important thing to me. 1) My sanity. That I'm not going mad. 2) My honest and truthful character. Put Toyota GB and RRG together and you've got the worst comedy act since Mike & Bernie Winters. Perhaps that's why RRG have chosen the 1960's as their new advertising campaign? What was noticably absent in the 1960's was 'spin'. A time when someone told you something and you believed them. Invariably on account of 'mutual trust' and because you, the valued customer were treated with respect. Nowadays, you're an inconvenient nuisance when, £8000 plus, lighter in the pocket you have the downright audacity to complain that your pension savings, spent on the brand new car, because you no longer earn any interest on them in the bank, would most definately have been better spent on a 'good reliable, 12 months tax and mot, one careful lady owner,' runaround from the Auto Trader. That you didn't then find, that you had been intentionally misled, failed, fobbed off. That your truthful allegations were denied, and official documents requested were not disclosed That although you were rightly concerned and attempted to resolve the problems, you were encountering, it was you, the now unreasonable not valued customer, who was painted as being totally unrealistic in you expectations of your new car. The dealership are being unreasonable The arrogant attitude of the Dealerships is shameful I raised a complaint with Toyota customer services and the treatment I recieved was terrible in fact the worst treatment I had received from any company I have dealt with. Every highlighted word along with the statements above express entirely, our own honest, truthful and most of all 'fact' based expereince of dealing with both RRG Bolton and Toyota GB. However, they are not our written words. They are the words and documented accounts demonstrating the absolute distress and frustration of a growing band of many. The 'new' millenium Toyota Customer, who in some cases is also a 'loyal' Toyota Customer of past decades such as the '60's. Type in RRG complaints on the Toyota Owners Club alone and see for yourself, but make sure you have plenty of spare time to read them all. Extend your search further and you'll see why after 30 years, you should as we should have 'stuck' with Nissan, or Vauxhall or Ford. Whoever was most deserving of your loyalty, because in 30 plus years of driving, you'd never expereinced the like until you stepped up to a Toyota. 'If it ain't broke, don't fix it!' Suggested Google Search Criteria: RRG Complaints Toyota GB Complaints Toyota Complaints Online Claims Against RRG for 'injury to feelings' (Which was suprisingly when this site came up) Catherine Block Andy Sharman Dimitrios Biller You will find to your relief or distress that the 'complaints' are not just a trickle but a torrent. Bad enough that your joy at owning a brand new car beomes a nightmare and that you must be inconvenienced over and over again having to leave your car with RRG Bolton in order to have repairs done for a second, third, fourth, fifth and sixth time. But then, should you have the absolute audacity to complain, you will become party to a campaign to assassinate, discredit and smear what you know to be your absolute truthful and honorable and trustworthy character. Toyota in their wisdom decided to throw away decades of 'Trust ' Quote; ' The lesson that good ethics can be good business was forgotten by Toyota. Toyota executives have said they lost their focus on quality as they strove for market share, and became more focused on meeting their sales targets, rather than a warning that the company was getting sloppy.' John Thomsom, marketing director at Toyota GB, has recently spent £20 million in an effort to buy back decades of ' Trust ' "It's a personal commitment to quality by all our team members. It's a very humann approach, and a very confident tone about what Toyota stands for." Toyota's road to recovery by Auto Headlines However, Richard Tolley of Marketing consultancy Crux Strategy, warns that the claims of quality may fall on deaf ears. ' If I were a consumer, I'd be asking "if they had all this quality control in place, how did they end up in this situation?" he says. Tolley, adds that advertising can help ' build on existing foundations ' to enhance the reputation of a brand that has been dragged through the mire, but that advertising alone cannot actually form the basis of a recovery. Yet, if it fails to convince the skeptical public, it may actually exacerbate a bad situation. Should theToyota new car buyer of 2010 be ' skeptical ' ? He/she can make whatever decision they like, I suggest only that it be based upon ' fact ' Toyota are market leaders and I suspect there are a high percentage of Toyota Cars that are fit for the purpose for which they were purchased, but if you do happen to be stuck with a lemon Toyota which because of your own moral values you are reluctant to ' sell on ' to another victim then prepare yourself for an extremely long and distressing rocky ride. You will however not be party to John Thomson, marketing director at Toyota GB, most recent absolute assurance in his £20 million campaign of ' stress free driving that goes on and on for years and years,' in fact it will be anything but, in my experience. Do your homework as I/we have done and you will find that you are in good, honest and honorable company of others, equally as distressed and dissatisfied. According to Alan Barett, Customer Relations Manager at Toyota GB in his response to our ' complaint ' 20th August 2010, he assures me that I must be an isloated case as; " It is very rare when an impasse has been reached between one of our Toyota Centres' and the Customer." so in effect claiming that it is the dealership at fault and nothing to do with Toyota. Whislt I can concur, Yes, it's extremely ' regrettable, ' it would appear that it is in fact far from rare! So, do I drive an RRG Yaris or as I thought a Toyota Yaris?. I look forward to making a contribution to the site upon reaching an amicably agreed 'resolution' involving RRG Bolton, Toyota GB and Toyota and also taking into account the 'Consumer Precedent' made in the recent British Gas case where ' complaint time and inconvenience ' expenses were settled in the form of a ' goodwill ' payment from British Gas to the Complainant. Thank You
  11. Hi, I'm new to CAG and Forum, in fact any Forum so please be patient with 1st and 2nd posts. Whilst I'm aware that A,B,C..Accuracy, Brevity and Clarity are best policy, at this stage, 'end of tether ' stage it is nigh on impossible to be brief in the account of this long winded farce! So if you're still here go get yourself a coffee and a pack of biscuits because it's a marathon not a sprint. I see from browsing the site, that Arnold Clark currently holds the title for dealership, you'd be most mad to buy a car from, though to be honest until I came here I wouldn't have had a clue, which brings me nicely on to the RRG Group, whom I think could actually give Arnold Clark a run for their money. I say RRG Group over RRG Bolton who are the dealership specific to our saga because with just a little searching on Google you will discover that it is likely that 'some' of the management at RRG Group, along with Toyota GB, and Arnold Clark seem to have graduated from the same Technical College with 1:1 Diplomas in Lying, Cheating and Fobbing Off. Whilst I realise those are strong allegations, if the Manager at RRG Bolton issues to me an ultimatium in his letter of the 13th August that I am not to contact some of the more honest and reasonable staff at RRG Bolton with whom I / we have previously met and spoken with, resolutely refuses to 'disclose' an extemely important document pertinent to the case, namely the 2nd Toyota A Check worksheet of 13th April 2010, which had been promised by one his staff, who I'm not now allowed to approach, and finally writes a pack of lies about my behaviour when his own staff acknowledged that I had always dealt with them in a reasonable and professional manner, he can spin it anyway, but in my 'old skool ' ways it's simple bared faced lying. I found one post here which completed a couple of months of my searching as you can see below: 10th February 2010 12:36 Toyota RRG Macclesfield - Vehicle not as described 'I have contacted Toyota Customer Relations and feel that I have been fobbed off and left out to dry, pushing me back to the RRG Macclesfield dealer.' 1) RRG misled meprior to sale 4) RRG then denied me 5) RRG misled me on the cost 7) …..not disclosed to me prior, during or on completion of the sale. It was a fault present at time of sale and not disclosed, but instead I was misled on what it actually was. I …….do not have the technical knowledge. RRG failed to point this defect to me. Toyota Owners ClubI have just spoken to the first owner and he used to work for Toyota for 28 years and he said he returned the car to the dealership because after 250 miles the clutch burned out!!!!???? The end result is I have left the car with RRG Toyota Bolton, I have not been offered a replacement at the same value of the verso bought originally I have now been offered a Verso T3 Manual for approx £90 more a month on my finance! I am not happy to have to pay more for a car which should have been right from the start I am going to contact RRG Toyota tomorrow and ask them why they sold me a car which they knew already had problems???? Why should the buyers of these cars pay for Toyota's inability to own up to there mistakes? Or does Toyota think that the British buyers of this car are stupid. Toyota Owners Club My rav4 went in for the 20k two year service I was told I needed a new clutch and that my rav4 had a oil leak all covered under the warranty the cost £1200. I was suspicious ….The air filter was full of dead leaves not cleaned, the rear differential oil not changed, and worse of all the brake fluid not changed, this would have been left for another two years! After 4/5 days of arguing I got my money back, £237 that’s what they charged for doing an oil/filter change I reported it to TOYOTA (GB) what a waste if time …..I even wrote to the Managing Director still no help if you have had a Toyota serviced at RRG Bolton get it checked they rush your service and don't do anything…..I need to make all Toyota owners aware, they may have got the same service from RRG Bolton I got? Toyota Owners Club RRG Rochdale is the same... That's where I bought my 3-doors nrg. from day 1 almost every thing was wrong (mot / club toyota / gab insurance / dodge warranty) and not done (new front discs & pads / tires / inside cleaning / stone chips / overfill of coolant / wheels not balanced ) as agreed. never ever RRG again for me. Toyota Owners Club Glad someone else has had problems with RRG thought I was just un-lucky but I suspect they are doing bad servicing etc systematically and just wheeling them in wheeling them out, I have asked to meet Mr. Mark Fuller to explain what happened to my RAV4 he won't? The next time I get an invite to there wine/cheese day/nights I will be turning up and I will be speaking very loudly. They have an easy job servicing Toyota's no need to rip people off but sorry you have gone through the pain of RRG Toyota Owners Club New Yaris 1.3 TR - Really Bad Experience. Well, the dealer dumped the thing on the drive today while we were both out and posted the keys through the letter box. In the car there is a "job sheet" that shows a long list of "No fault found" items, most of which we had not even reported. Very interesting that the recorded mileage is 200 less than the car has really done. I think the dealer has played this "we reject the car" game before and is trying to show that we are still using the car. Luckily we have the previous job sheets and the last two show a higher mileage. Letter from Toyota predictably says "we suggest you take up these matters with your dealer". Solicitors letter will land after the weekend but he's not hopeful. There may have been 17 faults reported so far but only the clutch judder can be described as serious. Tomorrow I'm going to tour a few Toyota dealers pretending to be a new car buyer so that I can see what other tin boxes are like. What a waste of time and money. My wife has started using her bicycle again!   Toyota Owners Club Apologies if this has been covered, I have done a search but nothing has come up.….. Hoping you can help before I take it to Toyota and get fobbed off again a fault being a 'quirk of the car'... It started off with a slight noise on full lock, a sort of low groaning noise coming from somewhere behind the centre console. Over the last week it has got progressive louder, and is now doing it on half lock as well. It can only be described as a groan, but its loud enough to be heard over the stereo and appears to be coming from inside the cabin. Toyota Owners Club Basically your wasting your time with Toyota UK, they will fanny around and tell you in the end that the dealers are independent….My expectations are to receive a car built to Toyota UK’s spec and not outside it!….best of luck but personally after giving Toyota my business for 6 years and purchasing 4 brand new cars from them in that time Id never go back. Toyota Owners Club Lets face it even Toyota can make mistakes, and they will admit that. How they deal with their mistakes however is a completely different matter. They should be horrified and go out of their way to sort them out. In my experience they don't, and at that point, being a Toyota owner can get to be really inconvenient. My advice; if you are unhappy, ask for whatever form is needed to make an 'official complaint' I don't know if they have a form but in my experience they start listening a lot harder. Putting things in writing is always a good move because its evidence if you get into a legal dispute and they know this. (always keep a copy) If in the end you are really unhappy with the car or dealership, and the dealership are being unreasonable in your view, then you could always threaten to tell your story to the local papers. Toyota, being this bad was probably news to you, it will be newsworthy to others……….The arrogant attitude of the dealerships is shameful and needs to be fixed. Give me a Vauxhall dealership any day. Toyota Owners Club My experience of Toyota GB was the same as yours. I raised a complaint with Toyota customer services and the treatment I received was terrible in fact the worst treatment I had received from any company I have dealt with I wrote to customer services in Epsom, then Graham Smith managing director, then Toyota Europe ,and finally the executive vice president in Japan as yet I am still waiting for a reply with an acceptable explanation or apology.…..there seems no consistency in how customer complaints are dealt with . I wonder if Toyota GB monitor these forums, if so they could learn a lot about their core customers. I told you it was a marathon and I've only done 12 and half miles yet, will post 2nd half as seperate post.   Thank you    
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