Ira Toyota of Manchester

Ira Toyota of Manchester responded

Frank, thank you for your kind review; we are happy to pass along your comments to the team here at Ira Toyota of Manchester! If you have any further questions, please don't hesitate to reach out!

Ira Toyota of Manchester responded

We are sorry to hear that you feel this matter has not been resolved to your satisfaction. We have carefully reviewed the documentation, photographs, videos, and communications related to your vehicle to ensure that we have not overlooked any of the concerns you raised. Based on our review, the drain plug threads are in excellent condition and do not show evidence consistent with cross-threading. The oil pan itself, however, shows wear and needs repair. Based on our review, the condition of the oil pan is consistent with normal wear over time and is not the result of neglect or improper workmanship by our technician. Additionally, our records include communication documenting your authorization for the brake fluid flush. That service was also provided to you at a discounted price. We understand how frustrating it can be when a higher-mileage vehicle begins to require repairs due to the wear of various components. However, after thoroughly reviewing the information available to us, we have not found evidence that the concerns with the oil pan resulted from improper workmanship or negligence by our technician. Rather, the condition is consistent with wear and tear that can occur over the life of the vehicle. We appreciate you giving us the opportunity to review your concerns thoroughly and to clarify our findings. John McCarthy General Manager

Angelad2016 responded

I would not trust Ira Toyota of Manchester with my vehicle again. I brought my vehicle here for routine service and left facing an expensive oil-pan repair. Their own technician documented that the “drain plug came out rough” and that threads from the oil pan came off with/on the drain plug. My vehicle has been routinely serviced by Toyota, which means the drain plug has necessarily been removed and reinstalled during previous oil changes. Yet prior to this visit, I had never been advised that the oil-pan threads were worn or damaged. Rather than seriously addressing whether previous installation, over-tightening, cross-threading, or repeated servicing could have contributed to the damaged threads, Ira Toyota has taken the position that this is simply normal “wear and tear” and denies responsibility. In its response to my BBB complaint, the dealership emphasized that the drain plug itself is in excellent condition while the oil pan shows wear. But that does not address my concern. The issue is the damaged threads in the oil pan where the drain plug is repeatedly removed and reinstalled during oil changes, not whether the metal drain plug itself looks good. Their own technician documented that the plug “came out rough” and that oil-pan threads came off with/on the plug. I also verbally declined a brake-fluid flush before the work was performed. They performed it anyway. I subsequently signed the final paperwork and paid the bill after the work had already been completed, but paying for completed work is not the same as giving permission beforehand. The dealership now points to “authorization” while failing to acknowledge that I verbally declined the service before it was performed. This is also not the first time I have had concerns involving brake-related recommendations or charges here. Taken together, these experiences have left me with very little confidence in this service department or in the way management handles customer disputes. I tried to resolve this directly with management, escalated the matter to Toyota, and filed a BBB complaint. Instead of offering a reasonable resolution, management has continued to deny responsibility for the oil-pan issue and defend the disputed brake-fluid service. What makes this even more disappointing is that I was planning to purchase a new vehicle and had intended to continue doing business with this dealership. Ira Toyota of Manchester has now lost that sale as well as my future service business because of how this situation was handled. After this experience, I would not feel comfortable purchasing another vehicle from them. My advice to other customers: document everything, clearly state which services you do and do not authorize, keep your previous service records, and carefully read the technician’s notes before paying. I will not be returning to Ira Toyota of Manchester for service or to purchase my next vehicle.

Ira Toyota of Manchester responded

Hello, we are very happy to have provided you with such a positive experience! Please let us know if there is anything else we can do for you; we are more than happy to help!

Ira Toyota of Manchester responded

Hi, thanks for your praise and kind comments about our team. We do hope we can be of assistance in the future. Take care!

Ira Toyota of Manchester responded

Hello, thank you; we appreciate your feedback! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Ira Toyota of Manchester responded

Hi, thanks for your praise and kind comments about Alex. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Ira Toyota of Manchester responded

Hi, we are very happy we could provide you with a positive experience! Feel free to reach out to us if you need anything. Have a wonderful day.

Ira Toyota of Manchester responded

Hi, we're happy you found our staff to be so supportive during your experience here at Ira Toyota of Manchester. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Ira Toyota of Manchester responded

Hello, we're happy you found Jason to be so supportive during your experience here at Ira Toyota of Manchester. Please let us know if there is anything else we can do for you; we are more than happy to help!

Ira Toyota of Manchester responded

Hi, we are so happy to read such a great review about Ira Toyota of Manchester! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!