10/23/08
In April 2008 this customer needed a new battery on a 1999 Sienna with
162,367 miles along with some maintenance, valve cover gaskets, etc. In August of 2008, about 5,000 miles later their alternator went bad which affected the battery. We did the alternator repair and replaced the 4 month old battery under warranty and arranged a rental for the customer who had pre-existing travel plans. As it turns out, they were overcharged by Enterprise, the organization we referred them to as they needed a SUV.
Enterprise overcharged the customer $238.19. After speaking with them, Enterprise is crediting their account by the $238.19 within 48 hours. I have informed the customer of the refund and they were pleased with the outcome as they expected to pay the rental but at our rate instead of the normal retail rate. They will contact me personally with any other issues.
Timothy Rinaldi
General Manager
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10/20/08
Second attempt: disappointment in not receiving a followup to the following matter submitted back on 10/10/08, further indicate of dealerships lack of attention to detail and respect to a customer, truly disheartening.
Back in early August we had to have our Sienna worked on as the alternator was not distributing a charge and the recently replaced battery from your garage was not holding discovered to be a faulty battery replaced under warranty, and new alternator installed. However as it was a weekend and we had preexisting travel plans for travel to North Conway with the family we had to avail of the Toyota Rent a car program unfortunately only a camry was available at the time and could not accomodate our family. As such the rep coordinated a rental with the local enterprise facility and coordinated a discount with enterprise on our behalf as apparently there is an existing discount agreement with Enterprise, as such we rented the vehicle for the few days, unfortunately we discovered that on our credit card statement that the discount was not calculated and subsequently we paid an unexpected amount, as i hope you can appreciate together with the work required on our own vehicle and this rental this experience has been very disheartening. We would greatly appreciate your assurances and professional approach to your customers that we are treated with respect and not taken for granted and it appears that the above events bear out. We would greatly appreciate some followup in relation to the above experience and that we can be confident in knowing that at this location customers are indeed treated with respect and genuine attention to detail.
Respectively
Patrick and Katherine
