Passport Toyota

In regards to Mr***'s complaint about Passport Toyota, we have contacted him several times and he has not responded to us including a phone call made most recently on 4/23/The [redacted] Xchange program has a vehicle criterion that must be met in order for a vehicle to qualifyAlso, it must make sense as a business deal as we are a for-profit business [redacted] Xchange Leasing advertises $per week, however, there are very few vehicles that this payment would qualify for and they are not abundantly availableLastly, Mr [redacted] is asking for a refund of his $security deposit, however, he has failed to mention that the contract he signed has an early termination liability or "disposition fee" of $and therefore forfeits his security depositThis is stated in Section of the contract that he signed when he leased the vehicle with ***Mr [redacted] turned his vehcile in early and therefore is charged the early termination disposition feePlease close this caseWe feel that we have been transparent and honest with the customerThank youSincerely, Cameron H [redacted] General Manager Passport Toyota

[redacted] purchased his [redacted] truck from Us in February He come to Us months later saying that his bumper was not properly attachedWe submitted the claim to Toyota corporate and they told Us that it was not something that they would pay for Under the vehicle warrantyAt that time, we told him that there was nothing we could do to help himThere is no proof as to how or when the damage to his bumper occurred so it is very difficult to determine who is responsibleCertainly, Passport Toyota is not responsibleIt would either be the customer or Toyota USAHoving scid thof, we feel thot we value his business and hove contacted [redacted] and asked him to bring the vehicle back and we would take care of it for himWe are not obligated to do so, but we value his business and want to show thot to him by performing the repair to his bumper free of chorgeHe is scheduled to bring the vehicle in on 1/13/to hove the bumper repoiredWe are also providing him a looner which is not requiredHe is happy and thankful that we are toking care of the repoir for himPlease close this caseThank you

To whom it may concern, Customer purchased the [redacted] "as is" with no warranty, either expressed or implied We have a Maryland state inspection certificate on file and it was performed by one of our internal MSI inspectors The copy of the inspection is provided to the Maryland MVA as a requirement to inspect the vehicle The customer is not due anything based on the purchase agreementWe did however, as a show of good faith, and to try to keep the customer happy, offered to help with a portion of the price of a part that the customer states that the vehicle needs It appears that the customer has refused our help At Passport Toyota, we care for our customers and our very sorry for this misfortune of circumstances, as there are inherent risks, (parts breaking etc), that everyone takes when purchasing a used vehicle out of warranty Respectfully, Herman C General Sales Manager

As the customer stated in the complaint she purchased a vehicle from Passport [redacted] not Passport [redacted] Please address this complaint to the appropriate entityPassport [redacted] has no authority to address the customer's concerns with the vehicle she purchased from anorher DealershipPassport *** is a completely separate Corporation than Passport *** Please close this case Respectfully, Dave G [redacted] General Manager Passport [redacted]

Took my new car in for some issues and the dealership put almost miles on the car and the issues were not resolved

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: it isn't accurate, another dealership provided the certificate of originToyota customer service confirmed they don't prohibit a dealer from getting it, nor from allowing a customer from titling and registering the car on their own, and referred me to Revdex.comThe manager explained the title and registration fees were mandatory feesThey included every possible MVA fee, promising the fees not applicable to my sale would be reimbursed by the stateA supervisor at MVA confirmed they do not reimburse any fee, nor charge dealers every possible fee, DC DMV had the same answerAnother dealer issued me a temporary paper tag and had no issues with not processing the tags and title, no fees were passed to me A customer should be informed before they pay for a cashiers check, drive and drive an hour to buy a car, that their identifiable personally information must be shared with third party and marketing financial firms in order for them to be sold a vehicle Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I drop my car off there for diagnose,because I had to go to work, that is why the dealer gave me rental car,and I did not sign any paper to authorize the repair, and I did not say anything about they overcharge me for the part, It is for the labor that they have overcharged me Regards, [redacted] ***

ID # [redacted] Inboxx C***,Tom < [redacted] @passportauto.com>Feb (days ago)to me Dear [redacted] of The Revdex.com: Per our conversation at 10:02am on 02/19/in reference to ID# [redacted] our response is as follows.This customer was informed of all cost prior to the inspection being performed and all cost for the inspections are monitored and enforced by the Maryland State Police automotive safety enforcement division.As per the annotated code of Maryland the cost for a vehicle inspection is also conspicuously posted at the place of inspectionThe cost however can vary from inspection station to inspection station in this stateUnfortunately this customers vehicle failed twice for illegal tintThe cost associated for inspections are quite different from state to state as are the inspection procedures as wellWe have spoken to this customer prior to and after the inspection was performed and his only concern seemed to be that we would not pass his illegal tint on the windowsAgain Passport Toyota only followed the procedures outlined by the state police safety enforcement divisionIf for any reason you need to contact me please feel free to do so at ###-###-#### or via e-mail at [redacted] @passportauto.com Thank you againSincerelyTom C*** Passport Auto Group TOM C***SERVICE MANAGERPASSPORT TOYOTAMAIN: ###-###-####OFFICE: ###-###-####FAX: ###-###-#### EMAIL: [redacted] @PASSPORTAUTO.COM

July 22, 2014Dear *** ***We do not sell our customers information to any third parties, we do use the information provided to market to our customers through services we use to market for the dealership and that is clearly stated on the Privacy noticeAs a Toyota dealer we
are not able to give any individuals the Certificate of Origin or CO, because we must make sure the vehicle is titled and not exported outside the United Sates,Sincerely,Jay K
Vice President

Complaint: ***
Hello Cameron,
I have not received any communications from you or anyone associated with Passport Toyota except from Jose B*** on the day I returned the carI have, however, received several responses from the *** Xchange Leasing Program customer service rep, Carlos.
Carlos has made it very clear that the Early Termination Liability you speak of, which is indeed in the contract in Section 9, does not apply in this case because the agreement was cancelled before it was ever executedConsideration never exchanged hands between the dealership and Xchange Leasing making the agreement legally non-existentHere is his message explaining this further for you:
"Carlos (Xchange Leasing) Apr 25, 4:PMHi ***, I am so sorry for our delay in getting back to you - I wanted to gather as much information as possible in hope that I'll be able to help you now quickly and efficiently.After checking the contract team, I found that I mispoke as to how the deposit worksI will be happy to explain the processThe dealership submits the contract for approval once the contract is approved we execute it and fund the dealership for the vehicleThe dealership then sends the deposit to Xchange Leasing where it is set aside.Since the contract was canceled and not executed, Xchange Leasing did not pay for the vehicle and did not receive the deposit from the dealershipYou will need to contact the dealership to discuss how to get your deposit back We do apologize about the back and forth and understand how inconvenient this can be. If you have further questions regarding this matter, feel free to reach out. Best,"
Even if it were the case that the agreement were still in effect, which it clearly is not, as I had explained to Carlos in an earlier message under the Lessor's Right to Cancel (Section 13, Paragraph J) Xchange Leasing and the DEALERSHIP "MUST return all consideration." In this case, consideration would be the $REFUNDABLE Security DepositAs I said before both points are clearly mootHowever, what is not is the verbal contract that Jose B*** entered into when he said that the $would be returned to me should I cancel or the agreement be cancelled in the first days, which it wasNow, it is very important that at this point we no longer quibble over the contract but that you make me whole again and return the money you are at this point wrongly withholding surreptitiouslyOne more thing, though, I would say that you and your sales "professionals" have been anything but straight and honest in generalLook at your rating here on the Revdex.com it's a F for a reason

April 09, 2015
Dear [redacted]:
In reference to the complaint assigned to Passport Toyota. ID #[redacted], Our response is as follows.The customer arrived on 03/09/2015 AT 9:28am with the concern of a check engine light and vsc light on. The customer authorized the...

initial diagnostic fee of $125.00 in person and waited at the dealership for the diagnostic to be performed. When the diagnostics were completed on the vehicle the customer was retrieved from the service lounge and advised of the repairs that were needed. The estimate to repair his vehicle was $1,285.00 at which time he elected to only perform the repair for the vsc (vehicle skid control) The estimate for that repair was $725.36 which he authorized in person. His total bill actually was $614.40. Because the part was not available Passport Toyota paid for a rental car for the two days it took to complete the repairs.On 03/13/2015 the customer contacted the service manager to say that he had spoken to many dealerships and that he was over charged by $200.00 for the parts. The service manager advised the customer that the total that he had paid for parts was in fact $S2.93. He stated that that was wrong. The service manager then went over the invoice with the customer pointing out that the price for the parts were in fact $82.93. He thought about that for a moment and then stated that he never authorized any repairs. When he was questioned about the original estimate of $725.36 and the two days of rental that Passport Toyota paid for, the customer then hung up without any comment*All of the notations and documentation including customer's authorization signature are on file at the dealership. If for any reason you need to contact me please feel free to do so. I can be reached by phone at [redacted] or via e-mail at [redacted]@[redacted].com.Thank You Sincerely,Tom CService Manager

In regards to Mr. [redacted]'s complaint about Passport Toyota, we have contacted him several times and he has not responded to us including a phone call made most recently on 4/23/16. The [redacted] Xchange program has a vehicle criterion that must be met in order for a vehicle to qualify. Also, it must...

make sense as a business deal as we are a for-profit business. [redacted] Xchange Leasing advertises $99.00 per week, however, there are very few vehicles that this payment would qualify for and they are not abundantly available. Lastly, Mr. [redacted] is asking for a refund of his $250.00 security deposit, however, he has failed to mention that the contract he signed has an early termination liability or "disposition fee" of $250.00 and therefore forfeits his security deposit. This is stated in Section 9 of the contract that he signed when he leased the vehicle with [redacted]. Mr. [redacted] turned his vehcile in early and therefore is charged the early termination disposition fee. Please close this case. We feel that we have been transparent and honest with the customer. Thank you.
Sincerely,
Cameron H[redacted]
General Manager
Passport Toyota

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: it isn't accurate, another dealership provided the certificate of origin. Toyota customer service confirmed they don't prohibit a dealer from getting it, nor from allowing a customer from titling and registering the car on their own, and referred me to Revdex.com.
The manager explained the title and registration fees were mandatory fees. They included every possible MVA fee, promising the fees not applicable to my sale would be reimbursed by the state. A supervisor at MVA confirmed they do not reimburse any fee, nor charge dealers every possible fee, DC DMV had the same answer. Another dealer issued me a temporary paper tag and had no issues with not processing the tags and title, no fees were passed to me. 
A customer should be informed before they pay for a cashiers check, drive and drive an hour to buy a car, that their identifiable personally information must be shared with third party and marketing financial firms in order for them to be sold a vehicle. 
Regards,
[redacted]

[redacted] purchased his 2014 [redacted] truck from Us in February 2015. He come to Us 7 months later saying that his bumper was not properly attached. We submitted the claim to Toyota corporate and they told Us that it was not something that they would pay for Under the vehicle warranty. At...

that time, we told him that there was nothing we could do to help him. There is no proof as to how or when the damage to his bumper occurred so it is very difficult to determine who is responsible. Certainly, Passport Toyota is not responsible. It would either be the customer or Toyota USA.
Hoving scid thof, we feel thot we value his business and hove contacted [redacted] and asked him to bring the vehicle back and we would take care of it for him. We are not obligated to do so, but we value his business and want to show thot to him by performing the repair to his bumper free of chorge. He is scheduled to bring the vehicle in on 1 1/13/15 to hove the bumper repoired. We are also providing him a looner which is not required. He is happy and thankful that we are toking care of the repoir for him. Please close this case. Thank you.

As the customer stated in the complaint she purchased a vehicle from Passport [redacted] not Passport [redacted]. Please address this complaint to the appropriate entity. Passport [redacted] has no authority to address the customer's concerns with the vehicle she purchased from anorher Dealership. Passport [redacted]...

is a completely separate Corporation than Passport [redacted].  
Please close this case. 
Respectfully,
Dave G[redacted]
General Manager
Passport [redacted]

I spoke with both [redacted] and her mother [redacted] on this issue. I explained to them that we made a mistake with the $600 fox shortage bock in 2014 and we took care of that for her. Also, regarding the breaks and tires, she did not bring that to our attention Until over a year after...

purchasing her vehicle. Hod she brought the vehicle in with the squeaking brakes when the problem occurred, we would have inspected it and  taken core of that for her if it was indeed deemed to be functioning improperly. We have no record of her here and she did not bring the issue to our attention Until 1 year later. Additionally, the brakes and tires on the vehicle passed Maryland State Inspection prior to sale.Regarding her battery, again she did not bring this in to our location. She went to d third party. We need her to come see Us to be able to help her with her vehicle maintenance and issues. The battery was tested at the time the vehicle was sold and was strong. It is now one year later and very possible that is needs to be replaced, we cannot be liable for a battery one year after purchasing a vehicle. This is part of routine maintenance,Lastly, when she originally purchased a vehicle from Us, she come in with $7,000 of negotiate equity. That negative equity hos followed her to the purchase of her 2012 [redacted] which is why she still owes more than it is worth.
In summary, I offered her two free oil and filter changes in addition to 20% off her next service with Passport [redacted] as a way to let her know that we do core and value her business. She Understood and is happy. Please close this case. Thank you.
Sincerely,

To whom it may concern,
Customer purchased the 2005 [redacted] "as is" with no warranty, either expressed or implied.  We have a Maryland state inspection certificate on file and it was performed by one of our internal MSI inspectors.  The copy of the inspection is...

provided to the Maryland MVA as a requirement to inspect the vehicle.  The customer is not due anything based on the purchase agreement. We did however, as a show of good faith, and to try to keep the customer happy, offered to help with a portion of the price of a part that the customer states that the vehicle needs.  It appears that the customer has refused our help. 
At Passport Toyota, we care for our customers and our very sorry for this misfortune of circumstances, as there are inherent risks, (parts breaking etc), that everyone takes when purchasing a used vehicle out of warranty. 
Respectfully, 
Herman C
General Sales Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I drop my car off there for diagnose,because I had to go to work, that is why the dealer gave me rental car,and I did not sign any paper to authorize the repair, and I did not say anything about they overcharge me for the part, 
It is for the labor that they have overcharged me
Regards,
[redacted]

ID # [redacted]Inboxx C[redacted],Tom <[redacted]@passportauto.com>Feb 19 (8 days ago)to me Dear [redacted] of The Revdex.com: Per our conversation at 10:02am on 02/19/2015 in reference to ID# [redacted] our response is as...

follows.This customer was informed of all cost prior to the inspection being performed and all cost for the inspections are monitored and enforced by the Maryland State Police automotive safety enforcement division.As per the annotated code of Maryland the cost for a vehicle inspection is also conspicuously posted at the place of inspection. The cost however can vary from inspection station to inspection station in this state. Unfortunately this customers vehicle failed twice for illegal tint. The cost associated for inspections are quite different from state to state as are the inspection procedures as well. We have spoken to this customer prior to and after the inspection was performed and his only concern seemed to be that we would not pass his illegal tint on the windows. Again Passport Toyota only followed the procedures outlined by the state police safety enforcement division. If for any reason you need to contact me please feel free to do so at ###-###-#### or via e-mail at [redacted]@passportauto.com  Thank you againSincerelyTom C[redacted] Passport Auto Group TOM C[redacted]SERVICE MANAGERPASSPORT TOYOTAMAIN: ###-###-####OFFICE: ###-###-####FAX: ###-###-#### 
EMAIL: [redacted]@PASSPORTAUTO.COM

I brought a 2013 Chevrolet Traverse from Passport Toyota just over a year ago. This truck looked from the outside hardly used, basically staged. Shortly after my purchase the car was in the shop for making jerking sounds/movements going up hills and turning corners. Fortunately my husband was able to get me a warranty, which was like pulling teeth. But since last year it has been in the shop three times for the same issue and it is still currently in the shop (from November 22 to date) and they finally said it is a transmission problem which seemed obvious from the start. Nonetheless, I was sold a lemon and when I called Toyota to see how they could rectify the matter they never returned my call as they stated they would, which is deplorable for a customer like myself who has been bought several cars from them since 2006 when customer satisfaction really mattered. Now I have a truck that I have spent a lot of my valuable time in the waiting room of a car shop. I brought the truck to be helpful with my busy schedule with my two small children and it has been nothing but an inconvenience and a much harder struggle. And yet I am still waiting for Toyota to call and still paying a car note on a piece of junk, I certainly can't trust that it will ever run properly...Deplorable