Luis Novoa | Page 6

Oak Lawn Toyota responded

Hello Michelle, We're sorry to hear of your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you. If you would be willing to reach out to me directly, I would appreciate the opportunity to address your concerns. Juan Vazquez, Service Manager

Michelle M responded

Hi Juan, My husband spoke to the GM, John last week. He has been expecting a call back from and has not heard anything back. He also asked us how he can make it right. But so far, nobody is making anything right, just asking what they CAN do. If you’d really like to know what we would like, that would be to get reimbursed for the after market extras we purchased and have your dealership cover those costs. In addition, I was finally able to try out my Remote Connect on the RAV4 today and it still does not work. It says to contact the dealership. Unbelievable. We should get an extension on the one free year for that as well since it hasn’t worked since we bought the car and who knows how long it will take before it will work. So if you’d like to make it right, that’s what I propose. If someone can please call my husband Tom to discuss that would be great.

Oak Lawn Toyota responded

Hi Vanessa, We're sorry to hear that your visit didn't meet the high standards our guests have come to expect from our dealership. Please accept my sincerest apologies for the way Rich and Lou treated you, their approach is unacceptable and I am deeply sorry. I know this doesn't make up for how the situation unfolded but we would like to take care of your first oil change and tire rotation when it is needed for your vehicle. Please let me know if there is anything else I can do for you. Thank you for sharing the details of your experience. Sincerely, John Carnivele, General Manager