Codelation

I've been notified thru the social media and Revdex.com of the customer's complaint, and do not agree with the claims toward the dealership The original and known complaint was of a cruise control light that the customer claims forced them to damage the vehicle The added concerns which are a stretch in my opinion, like some remaining plastic from the new vehicle prep and sales practices I feel are to try and build a case, but not validated concerns In the issues with armrest, cruise control and repair needs have all been forwarded to Toyota who's recently identified a repair that can be completed We sell the vehicles and when warranty exists they step in to help When people hit poles in parking lots, insurance companies step in to help I don't understand why the customer has made this out to be our fault or problem? The request for a refund or us to pay for damage on the vehicle for hitting a pole, claimed as being an issue from the cruise is something the dealer has no interest and or responsibility for Many of the concerns would be covered under the warranty and we'd suggest the customer take advantage of the free repairs thru TMS At this point we'd be happy to share any records with any other Toyota dealer for them to take care of the repairs as well, East Madison Toyota has no interest in further communication with the guest Thanks

My response may not offer the customer complete satisfaction, but to validate our attempts to satisfy concerns I show the following in our customer recordsAfter all we've done in an attempt to make the ownership a better one and taken on the expenses to accomodate below, the remaining issue with the light flashing and believing it has caused an accident is the remaining concern I don't feel the dealership deserves the attacks thru Revdex.com and other review sites that the customer has given There will be no further considerations in this matter, and we will encourage Mr [redacted] to take his business elsewhere as East Madison Toyota has no interest in dealing with him going forward Any concerns as discussed with the warranty is well documented with the manufacturer and they'll be able to share where needed.Summary of issues we have documented- #The Dealer intentionally and unethically hid a known material/safety related defect from me covering up the issue and then sold me the car o The cruise control backlighting blinks/flashes erratically in the driver’s peripheral vision (the customer claimed that this subsequently caused an accident) We did not show the blinking light was found to be errant in our inspection, if it were we would have opened a case to Toyota as they would pay us to repair it With it being a small light on a cruise shaft located on the bottom of the steering wheel out of sight To not see it flashing is not unreasonable, and if it's erratic there is no guarantee that during the inspection it may have even been an issueI can say with 100% confidence that we did not try to hide the fact that their was a blinking light on the cruise control shaft Toyota does have a recommended remedy for it available and at this point the customer has chosen not to get the repair complete Which again is odd to me if this is such a major concern to them.- #The Dealer baited me to the dealership to buy the van advertising it online, at the dealer on the window sticker, and confirming via phone with me that it was equipped with navigation when it was not (Customer confirmed with our client relations manager that he was informed of this option not being in the vehicle and he still decided to buy it)- #The Dealer passed off a broken armrest as working properly when I questioned it’s functionality during a pre-sale test drive (Sales person did not know it was broken, armrest was fixed on 10/29/once he notified us of it.) He also requested a quote to have some damage fixed on his Sienna that he claims was a result of the blinking light.- #Mr [redacted] claims the Dealer shrugged off a ruined, dysfunctional remote as functioning when I questioned it during the loan signing noting “it’s fine, it’s [a] used [remote]” as the representative explained he was “just the messenger”(I reviewed the video and he did not mention anything about it in the finance office) I had a new smart key made and programmed for him on 12/02/15.- #Mr [redacted] claims the Dealer sold me on and charged me for two premium 2-way remote startersOne of the “2-way” remotes I received was an inferior 1-way remote model (2-way remote start was sold, customer assumed he was getting (2) 2-way remote startsThey kit comes with (1) 2-way remote and (1) 1-way remote.) We good willed a 2-way remote and programed it for him on 12/02/15.- #The Dealer left the ~year old “protectant tape” over the license plate holes clearly visible extending beyond a mounted license plate for me to deal with (When sales person installed the customers license plate there was a small piece of masking tape sticking out from behind the plateThe sales person removed it and immediately)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The critical flaw in the dealers assessment of the issue is foundational to the resolution, accountability. True, my complaint involves that the cruise control light is flashing thus creating a dangerous and very distracting environment for the driver. However, the fundamental complaint isn't in the flashing light, it's in the dealer's tactics to hide the flaw. The widow sticker in two places noted "no gauge, dash lights or device" flaws and "no cruise control problem" with the car. This was further supported when discussing the vehicle with the sales team as I validated/questioned if there was, to paraphrase, "anything wrong with the car." In reality, there were electrical and cruise control issues that weren't disclosed. These are well documented on internal message boards, with East Madison Toyota's service center team, the Toyota customer care contact center, safecar.gov, and other online chat rooms, and etc. Until recently, no fix was available for this documented issue. If the dealer had properly inspected the car and marked those flaws accurately, I wouldn't have bought the car. My wife wouldn't have had to deal with the distracting/dangerous flashing jeopardizing the safety of our family/others as we drove car. So yes, the flashing light is a problem perhaps beyond the dealers control. But their actions to "conceal/deny" the flaws directly led me to buying the car. There is a pattern of actions that is hard to ignore. The advertising with Navigation - maybe just a mistake but the fact that it was online, replicated on the window sticker, and validated by the sales team makes me suspect on the controls in place. The vehicle prep/tape - I agree - not a critical problem but shows poor service. Broken armrest, was fixed after questioning it a few times and then insisting on a resolution (again, how it was missed in the inspection is hard to understand). The billing for premium 2-way remote starts but then only installing one way and an inferior 1-way remote doesn't seem like a fair and reputable practice either. It doesn't feel like the dealer is accountable to these practices or circumstances. They don't build the car, but they sell and inspect them. Therein lies the issue. Perhaps there is no resolution as the dealer has made it clear they no longer wish to communicate with me. I will, however, continue to communicate with others regarding my dealership experience.
I've been notified thru the social media and Revdex.com of the customer's complaint, and do not agree with the claims toward the dealership. The original and known complaint was of a cruise control light that the customer claims forced them to damage the vehicle. The added concerns which are a stretch in my opinion, like some remaining plastic from the new vehicle prep and sales practices I feel are to try and build a case, but not validated concerns. In the issues with armrest, cruise control and repair needs have all been forwarded to Toyota who's recently identified a repair that can be completed. We sell the vehicles and when warranty exists they step in to help. When people hit poles in parking lots, insurance companies step in to help. I don't understand why the customer has made this out to be our fault or problem? The request for a refund or us to pay for damage on the vehicle for hitting a pole, claimed as being an issue from the cruise is something the dealer has no interest and or responsibility for. Many of the concerns would be covered under the warranty and we'd suggest the customer take advantage of the free repairs thru TMS. At this point we'd be happy to share any records with any other Toyota dealer for them to take care of the repairs as well, East Madison Toyota has no interest in further communication with the guest. Thanks
Regards,
*** ***

I've been notified thru the social media and Revdex.com of the customer's complaint, and do not agree with the claims toward the dealership.  The original and known complaint was of a cruise control light that the customer claims forced them to damage the vehicle.   The added...

concerns which are a stretch in my opinion, like some remaining plastic from the new vehicle prep and sales practices I feel are to try and build a case, but not validated concerns.  In the issues with armrest, cruise control and repair needs have all been forwarded to Toyota who's recently identified a repair that can be completed.  We sell the vehicles and when warranty exists they step in to help.  When people hit poles in parking lots, insurance companies step in to help.  I don't understand why the customer has made this out to be our fault or problem?  The request for a refund or us to pay for damage on the vehicle for hitting a pole, claimed as being an issue from the cruise is something the dealer has no interest and or responsibility for.  Many of the concerns would be covered under the warranty and we'd suggest the customer take advantage of the free repairs thru TMS.  At this point we'd be happy to share any records with any other Toyota dealer for them to take care of the repairs as well, East Madison Toyota has no interest in further communication with the guest.  Thanks.

My response may not offer the customer complete satisfaction, but to validate our attempts to satisfy concerns I show the following in our customer records. After all we've done in an attempt to make the ownership a better one and taken on the expenses to accomodate below, the remaining issue with the light flashing and believing it has caused an accident is the remaining concern.  I don't feel the dealership deserves the attacks thru Revdex.com and other review sites that the customer has given.  There will be no further considerations in this matter, and we will encourage Mr. [redacted] to take his business elsewhere as East Madison Toyota has no interest in dealing with him going forward.  Any concerns as discussed with the warranty is well documented with the manufacturer and they'll be able to share where needed.Summary of issues we have documented. - #1 The Dealer intentionally and unethically hid a known material/safety related defect from me covering up the issue and then sold me the car o The cruise control backlighting blinks/flashes erratically in the driver’s peripheral vision (the customer claimed that this subsequently caused an accident)  We did not show the blinking light was found to be errant in our inspection, if it were we would have opened a case to Toyota as they would pay us to repair it.  With it being a small light on a cruise shaft located on the bottom of the steering wheel out of normal sight.  To not see it flashing is not unreasonable, and if it's erratic there is no guarantee that during the inspection it may have even been an issue. I can say with 100% confidence that we did not try to hide the fact that their was a blinking light on the cruise control shaft.  Toyota does have a recommended remedy for it available and at this point the customer has chosen not to get the repair complete.  Which again is odd to me if this is such a major concern to them.- #2 The Dealer baited me to the dealership to buy the van advertising it online, at the dealer on the window sticker, and confirming via phone with me that it was equipped with navigation when it was not (Customer confirmed with our client relations manager that he was informed of this option not being in the vehicle and he still decided to buy it)- #3 The Dealer passed off a broken armrest as working properly when I questioned it’s functionality during a pre-sale test drive (Sales person did not know it was broken, armrest was fixed on 10/29/2015 once he notified us of it.) He also requested a quote to have some damage fixed on his Sienna that he claims was a result of the blinking light.- #4 Mr. [redacted] claims the Dealer shrugged off a ruined, dysfunctional remote as functioning when I questioned it during the loan signing noting “it’s fine, it’s [a] used [remote]” as the representative explained he was “just the messenger”(I reviewed the video and he did not mention anything about it in the finance office) I had a new smart key made and programmed for him on 12/02/15.- #5 Mr. [redacted] claims the Dealer sold me on and charged me for two premium 2-way remote starters. One of the “2-way” remotes I received was an inferior 1-way remote model  (2-way remote start was sold, customer assumed he was getting (2) 2-way remote starts. They kit comes with (1) 2-way remote and (1) 1-way remote.)  We good willed a 2-way remote and programed it for him on 12/02/15.- #6 The Dealer left the ~1 year old “protectant tape” over the license plate holes clearly visible extending beyond a mounted license plate for me to deal with (When sales person installed the customers license plate there was a small piece of masking tape sticking out from behind the plate. The sales person removed it and immediately)