Cherokee County Chamber of Commerce

We invited the customers (husband and wife) to our location to meet with our shop foreman, our service manager and our customer relations managerWe spoke with the customer regarding the process of the repairs for their PriusWe offered to the customer that maybe trading in their vehicle and purchasing a new one might be an optionThe customer stated they did not want to be out of their vehicle and they wanted to fix their current vehicle due to it being paid offThe customer stated that they didn't feel it was fair that they would need to cover the cost of the repairs for their PriusWe explained to the customers (husband and wife) that we would do whatever we could to help them out since they were a long time and loyal customer of oursThe customers then thanked all of us for our time and thanked us for meeting with them and explaining options that they had to get these repairs done on their PriusWe reached out to our District Service and Parts Manager of Toyota, Amanda, to see if Toyota would be able to assist us with the cost of the repairs at allAmanda agreed that Toyota could cover a percentage of the repairsThe customer was then contacted by their original Service Advisor and explained that Toyota would cover a percentage of these repairs for them and then told what the final cost would be out of their pocket and how much Toyota would be coveringThe customer agreed to the total and agreed to do the repairsThe customer is now happy and has their car being fixed

As Stated by the BusinessWhen the customer was purchasing the newer vehicle and trading his car, we communicated ourcompany policy of not being able to release any excess pay off monies due to a customer until wereceive a paper title with lien release from the lien holderThe customer acknowledged our policy anddid not communicate an objection at that time The customer emailed for a status update on his excess payoff monies being released on Monday06/29/at 5:pm which was after our business office had closed I was schedule off Tuesday andWednesday When I returned to work on Thursday 07/02/2015, the customer emailed again for statusupdate and we replied with our company policy for releasing excess payoff monies that wecommunicated when he signed his agreements We do follow the legal timelines for lien payoff to thenoted lien holders for vehicles that our customers trade in Our records show that we mailed a check topay off this customer’s lien holder on 06/23/which is days after he bought his vehicle and well inadvance of the day legal timeline The overage of monies can only be released after we receive thepaper title from the customer’s lien holder along with release of their lien The claim this customer ismaking of his lien holder not sending a paper title is NOT correct We confirmed with his lien holder thatthey DO mail a paper title with a signature on the front releasing their lien They also have a daytimeline to verify funds have cleared their account before they mail the paper title to us which expiredon 07/08/ We are still waiting on the paper title to arrive and are ready to release the excess payoff monies to this customer as soon as it arrives We have communicated updates to this customer asthey arise and hope to have this resolved as soon as the title to his traded vehicle arrivesThank you, [redacted] **FINANCE MANAGER

We cut a check on 8/04/and was sent to Toyota Financial Services on 8/11/I have all the required proof for you guys to contact Osly Pena and let him know that we took care of his issuePlease close this complaint.A*** ***Sales Manager

There was a delay in receiving the owners manual from the dealer. We are not an Acura dealer we are a Toyota dealer and were at the mercy of the Acura dealer. The manual was a back order item in their system. We just received the item Yesterday and we
are Sending the item Via Fto ensure the delivery
Respectfully,
F* ***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11197162, and find that this resolution is satisfactory to me
Thank you for your assistance with resolving my issue with DCH Toyota of Simi Valley
Regards,
R*** ***

Complaint:
I am rejecting this
response because:Toyota financial agents have informed me no check has been shipped nor received by themToyota financial has indicated that the dealer responded to them with no clue of any check issuedI have all the proof to establish thisToyota financial agents have provided such documentationFurthermore, the lease account lacks any creditsAt this point, the dealer is lieying or sent a check to the wrong personThis claim should remain open or closed in adverse effect to the dealership.
Regards,
O*** ***

We invited the customers (husband and wife) to our location to meet with our shop foreman, our service manager and our customer relations manager. We spoke with the customer regarding the process of the repairs for their Prius. We offered to the customer that maybe trading in their vehicle and...

purchasing a new one might be an option. The customer stated they did not want to be out of their vehicle and they wanted to fix their current vehicle due to it being paid off. The customer stated that they didn't feel it was fair that they would need to cover the cost of the repairs for their Prius. We explained to the customers (husband and wife) that we would do whatever we could to help them out since they were a long time and loyal customer of ours. The customers then thanked all 3 of us for our time and thanked us for meeting with them and explaining options that they had to get these repairs done on their Prius. We reached out to our District Service and Parts Manager of Toyota, Amanda, to see if Toyota would be able to assist us with the cost of the repairs at all. Amanda agreed that Toyota could cover a percentage of the repairs. The customer was then contacted by their original Service Advisor and explained that Toyota would cover a percentage of these repairs for them and then told what the final cost would be out of their pocket and how much Toyota would be covering. The customer agreed to the total and agreed to do the repairs. The customer is now happy and has their car being fixed.

Dealership had 10 days as per contract to find a financial institution to either assign our purchase to them for financing or ask for returning the car. Dealership called us in this regard only after 12 days and they did not send us any notice to return the car even in 20 days after purchase. I should mention this also that they suggested us a new finance term with 6.75% APR.  Secondly they had our social security number and they run our credit before delivering the car.And as the last point, I should say we have bought a brand new car from another dealership 2 days later with the same credit profile.
Complaint: 11302781
I am rejecting this response because:
Regards,
A[redacted]

In reviewing the banks decision, it was determined by the bank that the social security number that was used was not valid for the purchase.  The decision was not made by the dealer as the dealer ultimately would like to deliver the vehicle to the customer. The dealer also doesn't operate...

a financial institution therefore having no position in what the banks decide and how they operate their business.

Technician found rat damage and rats nest lodged in A/C blower motor. Customer Authorized the Diagnostics to identify what the problem was for the blower motor. We have since agreed to refund the $100.00 and have done so.   This vehicle does not qualify for any type of warranty in...

regards to the blower motor because it is out of 3 years or 36 k miles that Toyota Offers and the failure was caused by outside influence (Rats). What the customer is referring to online, is a service bulletin from Toyota that only covers the vehicle for 3 years or 36 k miles.  The Customer may Wish to seek reimbursement from Toyota Motor Company if he feels this issue is a Manufacture defect.  Dealerships are not liable for manufacturing or design of any of the products.

As Stated by the Business. When the customer was purchasing the newer vehicle and trading his car, we communicated ourcompany policy of not being able to release any excess pay off monies due to a customer until wereceive a paper title with lien release from the lien holder. The customer...

acknowledged our policy anddid not communicate an objection at that time.  The customer emailed for a status update on his excess payoff monies being released on Monday06/29/2015 at 5:03 pm which was after our business office had closed.  I was schedule off Tuesday andWednesday.  When I returned to work on Thursday 07/02/2015, the customer emailed again for statusupdate and we replied with our company policy for releasing excess payoff monies that wecommunicated when he signed his agreements.  We do follow the legal timelines for lien payoff to thenoted lien holders for vehicles that our customers trade in.  Our records show that we mailed a check topay off this customer’s lien holder  on 06/23/2015 which is 7 days after he bought his vehicle and well inadvance of the 21 day legal timeline.  The overage of monies can only be released after we receive thepaper title from the customer’s lien holder along with release of their lien.  The claim this customer ismaking of his lien holder not sending a paper title is NOT correct.  We confirmed with his lien holder thatthey DO mail a paper title with a signature on the front releasing their lien.  They also have a 15 daytimeline to verify funds have cleared their account before they mail the paper title to us which expiredon 07/08/2015.  We are still waiting on the paper title to arrive and are ready to release the excess payoff monies to this customer as soon as it arrives.  We have communicated updates to this customer asthey arise and hope to have this resolved as soon as the title to his traded vehicle arrives. Thank you,[redacted]FINANCE MANAGER

Complaint:
I am rejecting this response for one simple reason: they sold the vehicle prior
to paying off the original legal owner - ME. This is in direct violation of CVC §
11709.4(4) that states, "A dealer shall not sell, consign for
sale, or transfer any ownership interest in the vehicle purchased or obtained
in trade until an amount necessary to discharge the balance owing on the vehicle has been tendered to the legal owner of
the vehicle purchased or obtained in trade." I received proof of the dealership's transfer of their ownership in the vehicle after receiving a parking ticket in the mail, issued to the vehicle on 7/10/after the new owner parked illegally in Newport Beach. I did not receive payment from the DCH Auto Group until 7/21/15; well over weeks after they sold it and no longer possessed it! DCH Toyota of Simi Valley and DCH Auto Group simply cannot claim "internal policy" when following such a policy is unquestionably illegal. All of my documents were turned over to a litigation firm that is interested in pursuing this further on my behalf and "others similarly situated." This "policy", if it exists, must change.Regards,K[redacted]