Smithtown Toyota - Service Center

Smithtown Toyota responded

Mr. Anthony Cracchiolo, I happen to be the gentleman who picked you up after your lunch at Maureen’s Kitchen, where we had taken you earlier in our shuttle. At the time you expressed your pleasure at how quickly we responded to your call for a pick up. You can probably understand my dismay to see the disparaging personal remarks contained in your Dealerrater email. I can understand that a perception based on a single experience can easily be biased, but I am very comfortable in standing up for both Larisa and Dave who in our regard are experienced, competent and trustworthy. We suggested going to Maureen’s Kitchen because it is both convenient and the best known and most popular restaurant in Smithtown. You might want to check out their rating at Zagat.com. We think your reference to it as a “greasy spoon” is at variance with its popularity-likewise the idea that they have to pay us or anyone a “kick-back” to get customers. A review of your service history shows three prior visits to Toyota dealers with no mention or complaint about a wheel shimmy. Yet the day after you replace the tires at Mavis you are here with a complaint about a shimmy. The Kumho tires you put on at Mavis are not O.E.M. (factory supplied) tires. They are also not on a list of tires suggested for use on your vehicle by Toyota. TireRack.com lists the tire as an “aggressive off road” tire and it would not be surprising that they might exhibit issues with regard to smooth performance at highway speeds. The fact that you had no complaints about shimmy prior to installing the non O.E.M. aggressive off road tires strongly suggests that the issue is with the tires you chose to install on your own initiative and not a sudden issue arising with the truck itself. To confirm our earlier advice, there is no Technical Service Bulletin from Toyota pertaining to your vehicle and regarding your complaint. Although our service manager believes the shimmy complaint has been resolved by our wheel balancing, we note your obvious discontent and for that reason agreed to refund our already discounted charge of $69.99. It is our hope that events will allow you to enjoy many years and many miles of good service from your Toyota. Sincerely, Robert Maloney Customer Relations Manager Smithtown Toyota --------------------------------------------------------------------------------

Smithtown Toyota responded

Our Customer Relations Manager discussed the issues brought up by our customer over the phone and invited him to stop by to examine his vehicle and address his concerns. Upon examining the vehicle with the customer we confirmed that the oil was fresh and full. The windshield washer reservoir was full but we topped off the filler neck and showed the customer that the level would drop off a bit due to air bubbles if the vehicle bounced. The brake fluid and coolant levels were appropriate and not in need of attention. We apologized to our customer for the miscalculation of the discount for his coupon. His vehicle uses synthetic oil which resulted in a different price structure. The customer was entitled to an addition $7.38 and we credited him $10 toward his next service which he found satisfactory. Robert T. MaloneyCustomer Relations ManagerSmithtown Toyotacustomer.relations@smithtowntoyota.com631-724-3100 xt. 239