Rick Dudley, Inc.

[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: ***
I am rejecting this response because: my complaints are clearly being ignoredI did not file a complaint on the sole purpose of receiving $for the interest that was accrued during the time frameMy complaints which are not being addressed are 1) the callous manipulative way *** was trying to bully me into paying the taxes that was agreed during the negotiating would be included in the overall priceThe dealership knew I was registering the car in the state of Oklahoma before I left the dealershipOklahoma was clearly written on all the paperwork as my address2) A copy of my contract that was taken away from me and never returned3) The level of customer care, concern or lack there of, of *** *** during the process of the check being returned back to the bankJust as Keith Pierson Toyota has procedures for handling or processing roll backs, Navy Federal does tooThe representative told Mr*** several times she could not do what he was asking her to doI did not lose interest in buying a new vehicle, I lost interesting in doing business with a company who treats their customers the way I was treated
Regards,
*** ***

Revdex.com:
I concede that this matter has been categorized as a manufacturer's warranty enhancementHowever, I find fault that the idea of safety issues is being dismissedThe reason Toyota is offering replacements is not only because of cracking, but also melting can occur producing a glare possibly impeding vision.All that being said, I have reviewed the response made by the business in reference to complaint ID ***, and will accept this responseIn large part due to the news that I will receive the next 4Runner dashI look forward to hearing soon when I can set an appointment for installation
Regards,
*** ***

Mr*** came in and spoke with *** *** Assistant General Manager and explained that our service department had not change his oilAccording to the service records we found than on 7/8/at miles Mr*** used his 10K Toyota care service for the oil change and the
last visit was on 9/1/16at 10,miles and he used his 20K Toyota care service for an oil change, He then stated that he changes his own oil and other services himselfHe also stated that he does every 5K which is not true in this caseHe stated that he had drained the oil from his vehicle and it was very black on colorThe Assistant General Manager asked him how many miles was in the vehicle? and he said a little over 20K give or takeHowever he kept insisting we were not doing the jobHe explained that that It had been over 10K miles since the last visit for his oil change and the oil would be discolored and he said that he knew we would say something like that and he would picket in front of the dealership and let everyone know that we don't performance services on their vehiclesThe Assistant Manager took a great offense to this because our dealership has great integrity in the community and he invited Mr*** to leave and no returnHe then threatened to picket in front of the dealership and again the Assistant Manger dismissed himNow according to the report he has over K miles on the vehicle Mr*** do not do an oil change for almost 16K milesHe is very negligent with his serviceHe was very disruptive when leaving the dealership. We will not call himAlso Mr*** never spoke to Keith Pierson

I responded by phone to the customer's complaint on social media on August 12th, advising her that the dealership was not at fault for the processing of her draft as we had already submitted a written transaction cancellation request per the bank's instructions to avoid just such an issue....

In spite of our request to cancel, the bank processed the draft anyway and Keith Pierson Toyota's accounting department would be required to allow 10 business days for processing before we could issue a check. In that same conversation, I advised the customer that (per the accounting office manager) a check would be overnighted to her bank on August 23rd. Though I was unable to respond immediately to the customer's phone call to verify on August 23rd due to the demands of business, the check was in fact overnighted yesterday as originally stated. If the customer was unable to reach me, the accounting department is open M-F from 8:30-5:30 for questions as necessary. From this point forward, however, the customer can follow up with her bank directly for any additional processing updates. Keith Pierson Toyota is not required to reimburse the customer for accruing interest as the bank, not Keith Pierson Toyota, is at fault for the processing of the draft in spite of the dealership's written request not to.

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[redacted]To Whom It May Concern – The customer is clearly veering from the initial complaint and we’re dangerously close to arguing online. Please be reminded that the reason the vehicle was returned was because the customer did not want to pay Florida sales tax so she chose to have the vehicle registered in Oklahoma. We then learned that there was an excise tax in Oklahoma, contacted the customer and she refused to pay the excise tax. We even went so far as to offer to pay the taxes on the customer’s behalf and, even then, she insisted that she was no longer interested in keeping the car. At this point, we agreed to take our vehicle back and cancel the transaction. As you well know from our previous correspondence this was not an easy task, however, everyone at Keith Pierson Toyota has gone above and beyond, even after the unraveling of the deal. Dear God, please let the needless internet volley end. D[redacted]
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First of all, we feel it's only appropriate that we correct the language. The customer's vehicle does not have a safety recall, but a manufacturer's warranty enhancement that will be taken care of at no cost to the customer . This means that there has been an issue reported with a...

part but does not cause a safety issue. The factory sent a letter out to affected owners long before they were able to produce the replacement parts. This created a backlog with every Toyota dealership in the country. We, at Keith Pierson Toyota, currently have close to 800 different models on back order to accommodate all affected customers. Parts are distributed by VIN#. Mrs. Dabu will receive the next 4Runner dash as her VIN# is up next as we are currently waiting to receive the parts from the manufacturer. We get one shipment per week and we are calling customers to set up an appointment for installation immediately as we have explained numerous times to not only the customer, but also her family members. As you can see, Keith Pierson Toyota has no control over the manufacturing of the necessary parts. We have been very patient with this customer and her relentless family members. We would like to ask them for some patience from the customer and her family members as we share in their frustration.