LETTER OF COMPLAINT

Re: TOYOTA DUMAGUETE for Unfair Trade Practice and Fraudulent Transaction
4741 Brgy. Tubtubon, Sibulan, Negros Oriental 6201
Telephone Number : (35) 419-9490 / (35) 522-0895/ +63 35 5220859
09173040061

Primary Concern: High RPM Low Acceleration

Secondary Concern: Backdoor and Indicator Light Broken
Service Date : December 11-12, 2017

High RPM Low Acceleration

As per advice of Toyota Dipolog and Toyota Cagayan de Oro, WIGO 2015 software should be updated. Toyota
Dumaguete was contacted to avoid long road travel.

Backdoor/Indicator Bulb
After payment, upon checking, the Backdoor and Indicator Bulb were still broken.
I requested for the reversal of payment of P1,555.96 and was refused.

June Pearl J. Glodove – Service Advisor

Refused the reversal of payment by the following justification:
 Additional service was done on the spot but still backdoor was not fixed.
 The bulb replacement was not the indicator but the tail or brake or back light.
(At this point I decided to file a formal complaint with the company)
 Tail/brake/back light is definitely not broken since my Dipolog staff was always travelling with us in
convoy and when we checked in with Toyota Dumaguete a car was travelling with us.
“NO TAIL LIGHT AT THE BACK IS BROKEN”
Pearl responded: “Ha?” “It’s ok Ma’am, anyway, this is cheap” and offered to pay for the bulb.
 I told her that I will file a formal complaint and responded “Hala” and she passed me to his manager.

Weber Gabriel Gloria – Service Manager

The Manager untruthfully explained to me that I am not in the position to complain since I did not have the warranty
booklet.
This is completely false. I am entitled for the warranty since the unit was previously serviced by Toyota Cebu. And
he passed me to their Customer Relations Officer.

Samantha Ambos – Customer Relation Officer

The company refused the payment reversal and offered for additional service.
The offer was refused since the cost of travel will be P10,000.
Sam did not recognize the fraudulent transaction with the bulb replacement even though Pearl offered the bulb
refunded.
Receptionist
The Receptionist insisted that the High RPM problem was addressed so I am not in the position to complain with the
secondary concerns.

Backdoor – Toyota Dipolog

The unit was checked in with Toyota Dipolog. They were kind enough to offer to check the backdoor and did the
service for free after hearing my complaints.

Payment Adjustment
This is a common case of Big Businesses preying and taking advantage of the vulnerability of small clients
coming from the provinces.
I would like to request the refund for the cost of the bulb P120.25 and Labor of Bulb replacement of P500.00.
I did not authorize the tail/brake/back light but only the INDICATOR BULB.
All the people of Toyota Dumaguete had inconsistent explanation just to justify the payment.

Marissa A. Adraincem – Complainant

453 Andres Bonifacio Street
Estaka, Dipolog City
Tel Nos: 0652122323/0652122929/0652122263/09107484248/09958477121

CC: Toyota Dumaguete

June Pearl J. Glodove – Service Advisor
Weber Gabriel Gloria – Service Manager
Samantha Ambos – Customer Relation Officer
Receptionist
Toyota Motor Philippines
Toyota Dipolog
DTI Dipolog
DTI Dumaguete
Barangay Chairman, Tubtubon
EastWest Bank