Lou Fusz Toyota

Lou Fusz Toyota responded

Very sorry to hear this. Please contact Dan Van Fleet our service manager to discuss.

AAA responded

Was contacted and I came back to check. They cleaned residual oil frame. They claim the oil level is safe. On a third party inspection the oil level is still overfilled.

Lou Fusz Toyota responded

Ok what third party? Do you have any documentation? Our service manager said they inspected again and everything was fine. He said that you were checking the car on an incline. We can check out the oil leak again to be sure something hasn't changed and to triple check. Also I need your name please as I don't recall speaking to you although you stated in the review you worked with me.

AAA responded

Hi Nathan, This is Aiad who brought my Rav4 2016 to your location. I have not worked with you but I wanted to cc you as you are the general manager. I can email you the third party report if you like. I always check the oil in my garage which is flat. Any way I just wanted to share with you my experience with you as a manager.

Lou Fusz Toyota responded

Email me what you have and please bring the car by between 8-4 so we can double check. No appointment needed. Ask for Dan. My email is nathan.pitchford@fusz.com

AAA responded

The email sent to you. I am not available to bring my car at this time so you do not need to call me again. The oil leak has stopped since yesterday. I will follow what have been checked and provided by Lou Fusz Toyota service who will be liable If anything wrong happened thereafter.

Lou Fusz Toyota responded

Ok if that’s the case, then please update this review as settled and please remove me from the review as I wasn’t part of this particular issue. Also to be very clear I don’t agree with your last sentence. We are not liable for anything that goes wrong with your car in the future. That statement is far too broad. The amounts you are speaking of even from an unnamed third party are well within guidelines and will not cause any issues. If you want to be absolutely sure then you need to let us see the vehicle again. You will not be charged. Thank you!

AAA responded

The name of hired third party is confidential along with other documentations at meantime and will be kept just in case. I do not have to disclose it to you. Again I am not available to bring my car for the third time to to convince you. I am not happy with your response as a general manager. At the same time I believe that issue should not happen to any customer even if you think the amount of oil overfilling is not that great. Some photos of my car shows clearly that a mess of oil was all over the frame. This should not happen in a reputable place I trusted. As a customer my review is a brief summary of how everyone I talked to handled the issue which I believe it is too early to say it is settled.

Lou Fusz Toyota responded

Understood. At this point it doesn’t seem like we can do anything further to please you. We performed a no charge clean up of the spilled oil on your vehicle and verified oil levels to be within normal parameters. We also offered the service at no charge. What else were you expecting specifically? Unfortunately minor mistakes like the spilled oil happen at all repair shops. We can’t completely avoid this when we work on thousands of vehicles monthly. What we can do is care when it does happen and offer to make it right. We did that and even showed you the oil levels in person on your second visit. I’m told we offered to bring the level down even further if you wished, despite it being within normal parameters. You declined and left. Since then you have expressed another concern or the same concern happening again. We do need an opportunity to see it to check if anything has changed since our last inspection. Again this is being offered at no charge to you in an effort to be thorough. If you are unable or unwilling to bring it back up then we will offer no further support on this matter. If you would like to discuss in more detail please call me at (314) 966-5404. If you are reasonable with us we can continue our business relationship. If you want to take your business elsewhere for this minor mistake that’s unfortunate. Have a nice evening.

Lou Fusz Toyota responded

We were sorry to hear this happened to you which is why we offered the service at no charge. The oil level was found to be normal according to Toyota guidelines. We wanted to take a second look when you claimed there was another issue, again at no charge, but never heard back. Our offer still stands and we still want to make this right, but we do need to see the problem. Please reach out to our Service Manager, Dan Van Fleet, so we can have the opportunity to address. No appointment needed. Thank you!

Lou Fusz Toyota responded

This is not a fair statement. You think dealerrater is fake and only posts 5 star reviews? Please refer to your own review that is posted that disproves your belief. It is transparent and all reviews are posted. We just happen to be very good at taking care of customers. Despite you wanting to paint a picture of how bad we are, we are still willing to address your concern. This has all been offered from the very start. Again we ask, what else do you want? Is there anything that we can do to please you? If so, please tell us. If not please stop saying that we don’t care and don’t want to fix this because that is not true.

AAA responded

You want to fix and for me to go back and forth for a tedious oil change that is not my fault. Is that your definition of customer care? If I were you I would do what ever it costs for not losing a customer. It can be something like at least free oil change next time which Mr. Dan Van Fleet did not approve at the time when I came back and wasted my time. Please keep in mind that I am the customer and I have the right to rate your service at all circumstances.

AAA responded

AAA

Lou Fusz Toyota responded

I HAVE offered that. You are saying things that are untrue again. You said that I didn’t admit the mistake of spilled oil when if anyone reads above I have and I apologized for it. It’s all in writing and obvious. This isn’t intentional but things spill from time to time. This doesn’t make us a bad service shop because there was an accident. The only issue whatsoever was the spilled oil. We cleaned it AND offered the oil change at no charge. That’s how you make up for it if you run a business. Your oil was never over filled. We have verified that multiple times and even your anonymous third party report confirms the amount over the line was still within normal parameters according to Toyota. I did understand why you would be concerned. That’s why I got involved to help. If you think we don’t know what we are doing or don’t trust us then you can make the decision not to come back. We don’t want anyone’s business if they don’t trust us. We have thousands of customers that do trust us every month as you see with our reviews. They are all very real. The only time dealerrater will pull reviews is if I flag it for false statements and provide backup. I can provide data or they can simply review our exchange and see that I have offered you what you wanted and that I have apologized for the mistake so when you say that I wouldn’t admit the mistake, it’s simply not true. We are so transparent that I haven’t even flagged the review because although I feel you are being completely unfair and that would be easy, I’m STILL willing to try to make this right. Again to reiterate you can have another oil change at no charge due to our mistake. But this is only if you stop trying to disparage our business. If you don’t want to make things right and tell the truth about what has been offered to you or how I dealt with you then its becoming a waste of our time. You have my offer and this is in good faith that it makes things right between us. This will be my final attempt to help. I can tell you that most other businesses would’ve given up by this point. We do care about every single customer. This is proof of that. Please do the right thing and be honest about what we have offered you from the start and let’s put this behind us and we can continue our business relationship with no hard feelings. Schedule your appt with us and let me know when it is and I will follow through on what I’m offering.