To Whom It May Concern:
My wife, Sarah Patterson, bought a 2005 Scion TC at McGee Toyota of Hanover, MA in May 2007. She has had numerous issues with the car, such as the Emergency brake failing 2 weeks after purchase, which caused an accident. The dealership misdiagnosing the wheel bearing (2-3 times, finally fixing it). We’ve been to McGee Toyota probably 5+ times now, and Woburn Toyota twice, all for problems with a 2005 Scion TC. We live and are stationed at Hanscom AFB, MA – which is about a two hour drive to Hanover with traffic on any given day. This is a 2005 model car, and it’s got these kinds of issues? It seems to me that McGee Toyota isn’t properly inspecting their cars. This seems like a HUGE safety issue, and my wife and I are genuinely concerned about the safety of persons who may purchase cars from this dealership.
Every time we’ve gone in for service, the managers are rude, or the service dept has people who are clueless about the condition of her car. We’ve received horrible service, terrible customer care, and are absolutely outraged at how a General Manager (Tom Murphy) and Service Manager (Mike Rosca) can just write off their customers. One of the other issues was when my wife bought the car, she bought a Toyota extended warranty. We noticed a few weeks after purchase that the weather stripping was dry-rotting, and Woburn Toyota said they wouldn’t replace it since it wasn’t a factory windshield. We were originally told by McGee Toyota that we could take this car to ANY Toyota dealership and the warranty would be valid. Why were we not told by McGee Toyota when she bought the car, that the windshield had been replaced?
When we threatened legal action, Mr Murphy said he would do anything in his power to make us happy. Mr Murphy said he would replace all four tires on the car (because we also noticed there were 3 different tires on the car), as well as replace the windshield for us. We picked the car up yesterday, to find her seats leaned back (it looked like some teenage kids just got done joy-riding), two bubbles in the middle of the “new” (another aftermarket windshield, which is NOT covered under warranty – AGAIN!) windshield, a loud squeal coming from the engine when revved, and the clutch making a very loud and noticeable squeak when depressed. It seems that when we bring the car in for something, we leave with 2-3 more problems. When addressed by a manager, it comes to no avail. I attempted to talk with a manager about those issues, and when I refused to shake his hand, we were asked to leave!
Where has customer service and vehicle safety gone?
There are many more issues with my wife’s car, which are too many to list in this initial e-mail; however, we wanted to know if this would be a story you’d be interested in? If so, we would certainly like to discuss in depth, the nightmare we’ve been through since May. We do have all documentation and service records as proof. I certainly appreciate the time you’ve taken to read this. Thanks again, and I hope to talk with you soon.
Sincerely,
Jeremiah and Sarah Patterson
E-Mail: jeremiah.patterson@hanscom.af.mil or sarah.patterson@hanscom.af.mil
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