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Old 07-07-2009, 11:15 PM   #1
bender
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Member#: 1839
Join Date: Jul 2000
Chapter/Region: VIC
Location: at home
Default taking a car to the dealer for repairs?

Quote:
Dear Mark Hampton:
I am writing to you as an unsatisfied customer. I think the DVD enclosed will speak for itself. First, a little history about my experience with your dealership.
I purchased my truck, brand new from your dealership, in June 2007. I brought my truck in for the first 5,000-mile service/oil change. Upon picking up my truck I noticed over $10 worth of quarters were stolen from the driver's side door compartment. I complained and even mailed a personal letter to the dealership, addressed to the general manager. I never received a reply, or an apology.

The second time I brought my truck in was in December 2007, for my 10,000-mile service. I took note of the amount of quarters in that same compartment. Upon picking up my truck, I noticed that half of them were stolen. I immediately complained to the service department. I was told the manager was in a meeting and would contact me. He did not return my call, and I was able to speak with him after calling several times.
I also informed my salesman, by letter, after he sent a follow-up letter asking how I was enjoying my truck. I explained both of these situations, yet never heard back from anyone.

In June 2008, I decided to use Hampton Toyota to get my truck serviced again. I previously used dealerships out of Lafayette, but I was tired of the drive and inconvenience of driving to Opelousas or New Iberia. After all, I was not in the wrong. This time I decided to take action to prove the theft. I placed a small digital video camera, clearly visible, in the passenger side inside door handle compartment. Upon me arriving I hit record to see what would happen. I also inventoried everything in my truck, specifically the amount of money inside. The result is on the DVD enclosed. On this DVD you will find the following:

1. The first person to touch my truck was the service manager, Mike (see DVD video #1 "Mike the Service Manager"). He opens my door, puts my keys in the ignition, writes down my mileage, and then removes the keys. Next, he takes a notice in my keys. I keep a red pill vial, used for hikers, on my key chain. I keep personal medication in it for emergencies. He then unscrews the vial, looks inside and smells the vial. Next, he pours them into his hand and inspects them. He then puts them back in the vial and then licks the pill dust from his hand. He then screws the vial back together, replaces the keys, and then writes down the VIN number from the door sticker. Before closing the door, he checks the door compartment where my previous thefts occurred. He closes it without taking anything. He then returns to the vehicle, opens then compartment and proceeds to remove quarters (3 of the 6, totaling $0.75). He then inspects the other contents of the compartment, closes it, and then inspects the bottom door compartment before closing my door.

2. The second person to appear is the unnamed service male (see DVD video #2 "Oil Change Guy"). Upon entering my truck, he places it in reverse and says "ole stupid ******, back the **** up." Apparently someone was behind him and he could not back up. He then proceeds to drive my truck around the dealership and into the service garage. Immediately after placing the truck in park, he opens the astray, which contains pennies, nickels and dimes, and visually inspects the contents. Next, he lowers the center seat console, which was raised, and inspects the first compartment. He then opens the second compartment, takes out my CDs and inspects the compartment. He returns the center seat console to the upright position. Next, he inspects the contents of the glove compartment and the compartment above it. He is seen pulling out a personal bag from the compartment to inspect it. He then rolls down the window and inspects the door compartment, which Mike the Service Manager previously stole money from. He drops a small flashlight, which was in the compartment and picks it up off the floor. He then inspects the bottom compartment located in the door.

3. The third guy is the computer technician. He connects the laptop to my truck, located under the steering wheel, and begins working on the laptop. At approximately 3:27 into the video, a male and female voice, is heard coming from the laptop. The audio from the laptop plays the following:
MALE: "I'm sitting here with Violet. How are you today Violet?"
FEMALE: "Pretty good."
MALE: "You doing pretty good?"
FEMALE: "Yeah"
MALE: "So you're gonna do some modeling for us today, huh?"
FEMALE: "Yeah"
MALE: "Yeah, nice. So I see you're wearing a little see-through top. Not bad, nice. A little skirt."
This audio, which is coming from the laptop, is obviously some type of pornographic video due to the language and context in which it was spoken, which is being accessed using the company's laptop.
I have been deciding what to do with this video footage. I would hate for it to go to waste; therefore I have decided to make it available to you. This is not the first time my encounters of theft has been reported. I have complained in person and in writing, yet nothing has been done.
My next course of action is to make it available to the media outlets in Acadiana. Both the local newspapers and TV stations will receive the same DVD and letter I am providing to you. I have already reported this to Toyota, Inc. and am waiting for the southern region representative to contact me regarding this.
Everyone always wonders if the workers dig through personal belongings. I think this DVD not only answers that question, but proves it happens multiple times. Could it be a coincidence that this happened only to me three times?

In closing, I hope you and your management staff find some way to address this with your employees. Customer satisfaction is crucial, especially in slow times like these. I know other customers feel the same, as your Better Business Bureau rating is an F, as verified using the bbb.org website. However, I feel my video will speak more than their report could ever do.



I wonder how often this happens
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Old 07-07-2009, 11:26 PM   #2
sicle
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Member#: 209107
Join Date: Apr 2009
Chapter/Region: VIC
Location: surrey
Vehicle:
2002 wrx
silver

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i used to work as a service car washer and i would get blamed for evrething
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Old 07-07-2009, 11:42 PM   #3
iht
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Member#: 196742
Join Date: Dec 2008
Chapter/Region: VIC
Location: Vancouver
Vehicle:
2000 Impreza 2.5rs
Silver

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totally priceless. LOL
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Old 07-08-2009, 12:09 AM   #4
Scooby-King
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Member#: 180499
Join Date: May 2008
Chapter/Region: VIC
Location: Fort Langley
Vehicle:
2007 SRT8-Cherokee
2008 Sierra Denali

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I went into subway today to grab some lunch, when in walks a familiar face.
The guy from next door (Big O Tire) that recently did a patch for me.
Turn out he came in to give me my insurance papers back, as his "boss" forgot to put them into my car when I had the work done 3 weeks ago

Did they never think to try and contact me about this "mix up"?
Luckily I was in a good mood as I was already half way through my eat Fresh Subway Sandwich
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Old 07-08-2009, 12:30 AM   #5
lummer shawn
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Member#: 71484
Join Date: Sep 2004
Chapter/Region: VIC
Location: IKEA
Vehicle:
02 2.5 RS
BRP

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jeez!
good find bender!
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Old 07-08-2009, 01:54 AM   #6
GlobalWaste
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Wow...
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Old 07-08-2009, 03:55 AM   #7
dasnowman
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Member#: 125450
Join Date: Sep 2006
Chapter/Region: VIC
Location: Tricities, B.C.
Vehicle:
Gone 07 SWP STi LTD
07 Nissan Nismo 4x4

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Ya It's to bad I don't have a video of a certain body shop blowing up my engine that would be a good one!
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Old 07-08-2009, 05:05 AM   #8
rs420
surf ninja
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Member#: 157784
Join Date: Aug 2007
Chapter/Region: VIC
Location: victoria baby
Vehicle:
02 swapped bugeye
anthricite

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thats horrible!
I hope they fired those idiots. That is no way to run a service department.
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Old 07-08-2009, 10:25 AM   #9
Scooby-King
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Member#: 180499
Join Date: May 2008
Chapter/Region: VIC
Location: Fort Langley
Vehicle:
2007 SRT8-Cherokee
2008 Sierra Denali

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Quote:
Originally Posted by dasnowman View Post
Ya It's to bad I don't have a video of a certain body shop blowing up my engine that would be a good one!
Have you taken that one to court yet snowman ?
Were you even able to build a case again said shop
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Old 07-08-2009, 11:45 AM   #10
Penphoe
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Member#: 269
Join Date: Sep 1999
Chapter/Region: VIC
Location: Burnaby, B.C., Canada
Vehicle:
2005 ABP LGT LTD BP6
00 Impreza RS GM6 RIP

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Quote:
Originally Posted by rs420 View Post
thats horrible!
I hope they fired those idiots. That is no way to run a service department.
Yes, those employees were fired.

I believe the dealership tried to make things right by not only firing them, but extending the warranty amongst other things.

The entire video did hit Youtube and the major news outlets of the area, but only these two clips remain - the remaining ones were taken down once the settlement was reached.

LaterZ!
Darren!!
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Old 07-08-2009, 03:44 PM   #11
Nowaks2.5
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Member#: 196042
Join Date: Nov 2008
Chapter/Region: VIC
Location: Vancouver, British Columbia
Vehicle:
2001 Impreza 2.5rs
Subaru Silver

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LOL roasted. . .
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