Passport Toyota

If I could give a minus zero rating, I would do it! ALL I CAN SAY IS "BUYERS, BEWARE"! Toyotas are wonderful, sound trustworthy automobiles! Most of them sell themselves. Customers don't need to be mislead once their minds are made up.
But the so-called "middleman" (dealership) caused me to run from this place and never return!

Review: Very dishonest business practice.

I contacted several dealers for a price on a new [redacted] over two weeks. This one was very competitive and price and fees worked out prior through email. They got the car for me and I went to buy it with a check for the agreed price. It was great up to then.

After driving out there with the cashier's check on the offered price, I sit down with the salesman. He directs me to complete "Privacy Notice" and to enter my name and address on a credit application, not because it was a credit check apparently, but rather it was just a convenient form to use. I'll repeat that, I was asked to fill out and sign a credit application despite the fact I had the check from the bank on the table.

As I read the "Privacy Notice", I was disturbed to discover it was a contract that essentially gave the dealer permission to send all of the personal and sensitive financial information they obtain about me to third party marketing firms and financial institutions. I was irate that they would include the cost of selling my personal information as part of the negotiation.

The salesman, and two managers gave me every excuse about how this was to ensure I'm who I say I am, then explained the "financial and marketing institutions" were actually just toyota financial and the DMV. One told me the government required it to verify my identity to make sure I am me. She couldn't cite the law, but said "it's online." I'm convinced that my information would be sold by this dealer to a third party, and they wanted my credit report because this would gain them a higher bounty from the marketing firms.

I had my bases covered and contacted the mva before to find out how to pay. I'm a D.C. resident and only needed a temporary tag, and I could drive to the dc dmv with the certificate of origin and title it immediately. The manager told me that I had to pay them to title the car despite the fact I didn't. He said it was a a Toyota policy to do this because if he allowed me to leave with just the certificate I'd origin, that I could just send the car to Nigeria. That was the last straw.

I should have known better because they told me before I went in that the $350 in government fees (including fees not applicable to my sale) would be refunded by the dmv. Earlier in the day I spoke to a supervisor at MVA and the D.C. Dmv, who told me to be cautious, and that the government didn't refund fees. Also the state of Maryland doesn't charge any such fees to dealers. Either way the salesman promised he would provide in writing that I'd be refunded for these fees by the dealer.

After an hour of arguing and frustration that they did not act in good faith, I took the check and left. It was the worst experience I've ever had. I am extremely disappointed and insulted. I put a lot of effort into this, spent money on a cashier's check which now will have to be cancelled. They wasted my time, violated my trust, lied to my face, and just are not good people.Desired Settlement: They should also cease the practice of forcing people to sign a contract to give away their personal information to marketing service firms and financial institutions. They should refund me the cost of issuing and cancelling my cashier's check, as well as the cost of gas to get out to them.

Business

Response:

July 22, 2014Dear [redacted]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 notice. As 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

Consumer

Response:

[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]

Review: [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.

Review: I went to passport toyota May 24, 2013 to trade in my 2004 kia.I asked them to see if and what they could get me approved for. They then asked me for my car keys to see how much they could give for my trade.I told them I didn't want to drive off in a car unless I was approved that was a lie! I wasn't approved now they're acting like they didn't know how much I made another lie! Well a month later they tell me to bring the car back.They had paid off my trade before getting me approved.Just liars!!! I gave them their car back in the condition in which they have it to me. I received my car back damaged and then now their trying to Bully me into signing a ressition agreement. They don't care that I don't understand it they won't give me my deposit back.Now, they have my deposit and their car and the check back from my car people from when they paid off my car. SO EVERYONE ISN'T IN THE SAME POSITION BEFORE THE DEAL... I'M IN DEBT WITH MY CAR PEOPLE AND OUT OF MY DEPOSIT. THE MANAGER SAID HE WOULD RETURN MY DEPOSIT AS SOON AS CREDIT ACCEPTANCE GIVE THEM THEIR PAY OFF BACK..MY CAR HAS WENT DOWN BUT THEY DON'T CARE THEY ARE TAKERS!!!!Desired Settlement: To not have to sign a ressition agreement.. I don't trust them they lied to me once so they will do it again, and give me my 500.00 deposit back. I don't ever want to do bussiness with passport Toyota. They have their check for paying off my car and they have their car back. I just want my 500.00 back. That's what's fair. Not them try and bully me into signing a document I don't understand.Because I was told that's the only way their going to give me back my money. I need my money back.

Review: This dealership is not organized at all. They loose your documents that has personal information. Twice I had to send them information like a credit application and insurance information. [redacted] called me that they needed my insurance information on July 19 to get my tags ready. I emailed her my information and I send another email asking when will the tags be ready. I didn't get a response back. When you call, several of them answer so unprofessional and don't try to help at all. One of them I believe her name is [redacted] answered and transfered me to a guy who didn;t give me a name and he asked me why did the lady transfer me to him. So I was transfered back to the same lady who as this point had an attitude. My question was when will I be receiving my tags because they are expiring soon which was in 5 days. The lady couldn't find anything in the system so I was transfered to the title department and if im pretty sure it was the same lady who answered but she also said the same that she didnt see any info on my tags. She said to call her back on Aug 3rd on the same day my tags were expiring. I called toyota care and they gave me a claim #[redacted]. The rep told me they would call me back within 3 days. They never did so I called them Aug 3rd and left a voicemail to [redacted]. She returned my call little after 2:00pm and said that they still are not ready and would call me back to see what they can do. I never got a call. So now I can't drive anywhere because the tags are expired. I have no choice to to get public transportation because I have to get to work but the reason I bought the car is so I wouldn't have to do that. I regret of ever going to this dealership. My first time in buying a brand new car is has been a bad experience for me. I will never go to this dealership again other than getting my tags and would never recommend it to no one. This is one of the issues I had with them. I had bought a car and was unhappy so I did a trade in for the new car. So I returned the old car but they call me saying I still have to take it for inspection because I bought the car even though it was in their possesion. I just want to get my tags and not deal with this company anymore.Desired Settlement: I want my tags asap! Or at least a temp tags to get me through until I get me permanent one.

Review: We had found a 2005 [redacted] on the lot of this dealership. I called to test drive it and they set up a time for us to come in. We meet with Greg M[redacted] (sales rep) and the vehicle was pulled up for us to drive. There was some white smoke coming out the tailpipe after first starting up, he said that is what diesels do. We test drove it with the sales rep in the back seat. He told us that it had to be inspected before they could sell it, meaning it hadn't been inspected yet. We talked numbers and walked away. We came back and agreed on a final number. Told us it needed to get inspected and have the brakes done and a seatbelt fixed. They called and said it was ready to be picked up. Picked it up on the 29th of Aug. Was told we are good to go, so we took it on a last minute trip to West Va. We got maybe 100 miles and it overheated, and started leaking coolant. Filled the coolant up with several jugs and then the white smoke was billowing out the tailpipe like it was on fire. It was coolant coming out the tailpipe. Couldn't call the dealer, it was 1:00AM. Managed to get to our destination after stopping multiple times to put coolant in. Every time we started it, coolant came out the tailpipe in puffs of white smoke. Tried to go home and it got worse, pull over on rt64/81 in 95degree weather with all my kids including a newborn, engine quit. Had to tow it on the back of a flatbed from Lexington, VA, which cost $840.00. Called the dealership and was told in so many words, your problem. No help at all. Researched and talked to multiple mechanics was told that the EDR was bad and probably all the head gaskets too. Definitely a pre-existing condition for this vehicle which we were quoted $8000 in work needed to be done. Dealer offered to pay little towards the part, insulting I think. They are at fault and won’t take responsibility for it, they got their money. Didn't sign a "Buyers Guide", it wasn’t listed and they will not give us a copy of the state inspection. I'm out $17000.00 including interest for a vehicle that is sitting in my driveway collecting dust. I'm screwed. If you research this company they have a lot of bad reviews. Something I didn’t check before I bought the truck. My mistake but I needed a vehicle that would fit my family.Desired Settlement: I would like them to step up and take responsibility and fix the truck..

Business

Response:

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 CGeneral Sales Manager

Review: On February 6, 2014, I met Mr Robert H[redacted] a Service Manager with Passport to give him my vehicle so that he could take it in to have service performed because of a company recall on my 2013 [redacted]. He was giving me a "loaner car" so that they could service the recall for an "airbag repair" on my vehicle. We made the exchange and while the car was either in Mr. H[redacted] possession or Passport Toyota service department possession my wheels were removed and replaced. When I purchased my vehicle had 20 inch rims and tires. When it was returned to me, it had 18 inch rims and tires. I did not notice it immediately, not until March 7, 2014. Partly because of all of the snow in February and I did not drive the vehicle. Once I noticed the discrepancy I immediately brought it to the attention of Ramone T[redacted], Service Personnel at Passport and Michael D[redacted], Sales Manager at Passport. On March 14, 2014 is when I had an appointment to take my vehicle to show them the rims and tires. Mr. Robert H[redacted] represented a paper showing that 18 inch rims and tires would be the standard factory issue for this vehicle, but did not present me with any document showing exactly what my particular vehicle had on it. I tried to explain to him the difference in rims because of the difficulty I had washing these rims and the my original rims and tires. My questions all along has been this, if they were the same rims why would I notice a difference. Why would I be interested in a different rim, had I not even been exposed to one initially? Their stance is really that I am fabricating the 20 inch rims and tires, and with every call and person I was "able" to talk to none have even considered my complaint to the depth of trying to offer a solution or even the possibility that the rims were different. Or that, there is an in-house problem with their service department. On March 14, when tires were rotated, the paperwork showed a tread depth of 10 on all four tires which is more than they were on December 2, 1012 and the tire depth read 7, 7, 6 and 6. How could the dept go up? They have not been returning any of my phone calls. On April 25, 2014, my son and I met with the General Manager (Nabeb) at Passport and he took pictures of the Vin, tires, etc and was going to call manufacturer and determine exactly what was issued on the car and get back with me within ten days. To date I have not heard back from him or any representative of Passport. I left messages in May for him and he has not responded. When calling Toyota Corporation in California, (George-###-###-####) he stated that there was an oil leak recorded in the record and that my car was serviced on March 10, 2014. This information was in error because I did not take my car to be serviced for an oil leak.Desired Settlement: Since, these rims and tires have been on my car, I have sustained damage to the underside of my vehicle in the front. Because the car is much lower it scraps the bottom when I pulling into parking slots. This did not happen before with this vehicle. Part of my remedy is to have my underside repaired as well as replace my tires and rims. There is no reason that this expense should be on me.

Review: I purchased a 2010 [redacted] from Passport Toyota in [redacted] in March. The agreement prior to the purchase was that two oil changes were included, lifetime unlimited car washes at any Passport location, they would reach out to the previous owners and get us a second key, and would provide a few items at dealer cost (rear seatbelt because it was ripped, touch-up a few paint spots, a rear floormat, and 2 chrome door trim pieces) to make the deal happen that day itself. The car was also missing an owner's manual and a couple plastic lens cover pieces in the trunk.

On the way home after picking up the car, I was pulled over for a busted taillight, which I had to replace myself. I then realized that there were 3 other busted bulbs on the vehicle (pass side parking light, pass side puddle light, and pass side rear corner light). I reached out to the salesman several times over the about these bulbs, owners manual, and to have the manager call/email me. I recieved no email or call from the manager, but the salesman did reach out to me a few days later saying they would take care of it all when I bring it back in. I told him I would get the brake light fixed myself and have the other bulbs fixed when I bring it in for the first service.

I was due for an oil change a couple weeks ago, and I had been trying to reach out to for two weeks to schedule an oil change, get these bulbs replaced, and look into some other the other promised items, but have not recieved any response from anyone. I live about an hour away and cannot just stop by to get these services done. Being a reputable dealership, I figured this would not be a problem. If I knew I would never get the scratches touched up, not have a proper rear seatbelt, faded accent pieces, busted bulbs all around, and just one key, I would not have purchased this car.

I finally did get in touch with the general manager, Neb Gatachew who scheduled some time for me to come in. He was not at the dealership, as he had promised, so I spoke to the sales manager: Ken H[redacted]. After much back and forth with Ken, he agreed to one out of the two promised oil changes and to get my a bottle of touch up paint. He said he refused to change any light bulbs for me, regardless of it being a safety hazard, said an addition key was out of the question, and said absolutely not to everything else I had listed which was part of our initial agreement when we purchased the car. He was incredibly rude to my wife and I. We wait 3 hours to get an oil change completed and never recieved the touch up paint promised. They told us whatever we wanted to hear when purchasing the vehicle but now that we've paid for the car, they do not care about our needs or their promises. We even signed a document listing out the promises, which has mysteriously disappeared from their records.Desired Settlement: I do not want to go back to this dealership, for their management team is incredible rude and has no regard for past customers. I want the promised bottle of touch up paint mailed to my house and I would like to go to another Passport dealership (anywhere but Passport Toyota in [redacted]) to get my light bulbs changed and replacement of the two interior damaged trim pieces.

Review: I bought a car from the dealership on August 3rd. I was told the financing was approved. I paid a $2k deposit with my debit card as a down payment for the vehicle. I was given the keys to the car after signing several contracts. One of the contracts entailed that either party may cancel the agreement at any time if financing has not been guaranteed. After I left the dealership for an entire month, each week I was called, emailed, text, or threatened to provide additional information needed to get the loan approved. After I received the threat to comply or the police will be called on me and the car would be reported stolen I called the dealership back and informed them I was returning the car and I want a refund. I was told repeatedly by several managers there that I would receive my deposit back however nobody has given me my deposit due to me refusing to sign another agreement that I do not agree with.Desired Settlement: I paid with a debit card and I would like all of money to be refunded back to my debit card. I would also like an apology from the Vice President for failing to address my concerns in a professional ate manner.

Business

Response:

See handwritten attachment.

Review: I purchased a [redacted] from Passport Toyota,The Car had passed the inspection , when driving for my first time I noticed there were some noise when braking I returned to see the salesperson we did a test drive and he noticed as well . During the weekend On Sunday I went to [redacted] Address: [redacted] MD [redacted] Phone:###-###-#### to check.They noticed a lot of failure on the car , I returned a to the dealer the salesman said I should bring the car for the repair , I brought the car for the repair but unfortunately it has never being repaired , the sale man tried to convince the Used car manager to get the car repair unsuccessfully , the sale man his honest and believe that car should be repaired.Yesterday when driving on [redacted] to [redacted] the car started to smoke a huge smoke the police and the firefighter came to rescue me and the car was towed.Today Saturday , October 4, 2014 , I went to the dealer the Used car manager is having again and attitude , I am very disappointed.Please help me .Thank you in advance.[redacted].Cell:###-###-####Desired Settlement: I need a car to go to work.

Review: I purchased or leased A vehicle from toyota in august of last year. I was told that something was wrong with my truck which was a toyota [redacted] that I had purchased elsewhere, and that it was unsafe for me to drive it. I was told that I was able to get another car however the lease term for this vehicle was almost double what I was paying for my truck. I was told that I could pay bi-weekly and I wouldn't be a problem. I was paying steadily for the first six months. And then my payscale started to change and I was no longer making the same amount of money I was making before. I tried to end my lease then, When I tried to end my lease I was turned away and told I had to wait six months I wait and continue to pay the high lease for another six months and When I tried to end it then they told me I had to keep it for another year. I cannot afford this lease any more I called them to try and work out an arrangement to end my lease and their response was "the only way to end my lease was to sell it to another dealer or get it reposesed." After I reminded them that my paperwork states that I can end my lease at anytime.Desired Settlement: I want my lease payment reduced to something reasonable or allowed to end my lease for a less expensive vehicle with out killing my credit.

Review: I purchased a 2008 [redacted] from Passport [redacted], but it was actually a car for sale from their affiliate Passport [redacted] on 9/9/14. It was purchased very late at night and after closing, so there was not an initial overview done of the car and the best way to see is always after purchase. The next day I noticed, that there is white paint specs on the outside and inside, which are signs of an accident that the car was possibly involved in and I told the dealer to inform them and they said they would send me the car fax report and handle that for me, however, before that could be taken care of, I saw a tire low signal in the car and had to put air in the tire, which was puzzling to me, but I did it anyway. The light went off after air was added, but as I was putting air in the tire I noticed the tire had a hole but not completely a hole, which is called a "tidy". I immediately contact my salesperson, who spoke with the manger of [redacted], in which they kept going back and forth with [redacted] about it being their deal, etc. They, "[redacted]," wanted credit for the car and kept going back and forth while I was there and I found that to be very unprofessional. Long story short, I informed Jerry C[redacted] about the issues, as well as my salesperson and he told me to bring the car in, after he saw a picture of the tire, he Mr. C[redacted] told my salesperson to bring the car in and they would go ahead and replace the tire, which I did. I call back on Monday @3pm to see when the car would be ready and all of a sudden he said he was not fixing it, as he believe or was advisted from his inspector that it was from a pothole and that I already had 3K miles on it in three weeks. I asked what differnce does it make about the miles, if I brought a car to drive, that had nothing to do with anything. He proceeded with a laugh, as I showed him the paint and refused to fix that, as well as replace the other tire, which is bad too and it needs an alignment. Mr. C[redacted] was very rude, unfair and basically blew me off.Desired Settlement: I want the car fax report, do the alignment on the car, fix the paint and replace the worn tire on the front right, as the car pulls and the tire can burst at anytime and refund me at least $100 for the tire they made me purchase on a newly purchased car. I want them to honor the fact that [redacted] gives Federal employees a discount and refunded to me and for Mr C[redacted] to apologize for being rude, lying and laughing at my situation and treating me very nasty. He lied and showed very poor servie

Business

Response:

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].

Took my new car in for some issues and the dealership put almost 200 miles on the car and the issues were not resolved.