On September 15, 2011, I brought my 2005 Toyota Avalon XLS to the Service Center of Green Toyota, 3901 Wabash Avenue in Springfield, Illinois. I have experienced less than desired results at this dealership in prior meetings, however, I was bringing the vehicle back to correct a problem that arose from a prior visit. Several months back, work was completed on my vehicle to replace the fuse box and other work. Once I left the dealership, I noticed that m y heat was no longer working (it had prior to the work). I had to make and cancel two appointments due to scheduling conflicts but was finally able to take the vehicle in for service on the 15th. I explained the issue, reminding the employee at the desk that this was an issue related to prior service. I was assured that the problem would be corrected and I would not incur any diagnostic or labor costs. Unfortunately, upon arriving to pick up the vehicle, the story was changed. I was informed that they did not feel that the heating problem was related to the service performed on the car at an earlier date and that the heat must not have been working then, in effect, calling me a liar. They advised that the part to correct the issue would cost $500 but they had a used one that they installed for $200. I advised them to remove the part and place my part back and return the vehicle. This is not the first time I have had my word doubted with this department and that on top of them not owning up to an error they made was the final straw. Ironically, once my part was placed back in the vehicle, the heat worked again. The tech stated it must have just needed the connectors cleaned. I am not writing this letter with the thought that you would be able to resolve the problems I have had with this particular service department, nor will I list every issue I have had. I have spoken previously to the General Manager of the dealership, Mylas Copeland, and while he assured us he would deal with the staff that treated me disrespectfully, I no longer wished for them to work on the issue with the vehicle at that particular time. The only reason I took the vehicle the most recent time is due to it being an issue stemming from their work on the vehicle prior. You should however know that because of the lack of both technical and professional service, I will no longer use your dealership for service. I do not recall another company/service treating me with the lack of respect that I have received from Green Toyota's Service Department. I have shared my experiences with others and I will continue to share them with whoever will listen. In this economy, there is no shortage of business wanting to gain and retain customers so I will have no issue with staying away from dealership with the Green name attached, as will several of my family members that have been loyal customers thus far.

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