Westchester Toyota

Review: on 4/**/14, we were looking for a particular vehicle that the dealership needed to do a search for; in order to get a listing of trucks that are available and where they are located, the [redacted] and sales associate said that a $3000.00 deposit was required--yes a three thousand dollar deposit to do a search that every other dealership does bc that is why they are in business; to sell cars....

I agreed and gave my credit card, where which I was told that I could get my deposit back if either a decision was made to cancel the search or if the vehicle came in, and my family didn't like it. about an hour after I left the dealership, my husband and I weren't comfortable with the whole situation, and decided to cancel the deposit transaction. of course the salesperson and [redacted] were busy and couldn't get to the phone when I called back; after three attempts and my insisting that the dealership was closing at 6pm and it was now 5:45pm, the [redacted] came to the phone. he assured me I would get a refund monday morning. today is thursday afternoon and I never received the refund. I called the dealership and both [redacted] and [redacted] were off. I was able to speak to someone else who explained to me that there was a problem refunding my $3000.00 and the card number wouldn't go through.... I asked why I hadn't been called and when the dealership wanted my business they didn't have a problem with charging the $3000.00 and further, when I asked for the credit card refund receipt number, I was told someone else was doing the refund.. now, my credit card number is being handed to different people in the dealership and no one is accountable or seems to be able to give me a confirmation number... today is may *, and saturday at 11:00am will be a week; I am very disturbed with the way westchester toyota does business.Desired Settlement: I would like to get my refund and the interest on the credit card charge of three thousand dollars that will be incurred since the billing statement ended-- also, I understand they have to make numbers and by depositing my $3k, shows that they sold another truck for the month--i feel that is not a good business practice and is very misleading--

Business

Response:

The deposit requested from a customer when buying a vehicle is 10% of the total purchase price. The deposit was refunded in a timely manner once the customer opted to cancel their deal. The purchase order signed for notifies a customer of 30 day to refund a despoit. In this case the deal was made on April **, 2014, cancelled on April **,2014 and refunded on May *, 2014. It is our sincerest apologizes that we could not fulfill the order for a vehicle in the time frame requested by the customer but understanding that we have refunded the deposit in full within a resonable time frame.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

as of tuesday evening 8pm, I have not received the $3,000.00 credit

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The refund was proccesed as promised and the copy was sent to the customer by [redacted]. There is no benefit to holding a customer deposit. The deposit was returned in a reasonable time frame.

Review: I received email from dealership that car was up for service, oil change. I called service center to make an appointment to change oil and filter for Toyota Camry. Oil change is included in service. I was very specific with scheduler that I spoke to. I even received email with confirmation for oil and filter change! Because I couldn't I asked my 18 year old son to take the car. When he got there, [redacted] the technician that took his car, told him that car needs a lot of service and is mandatory. 18 year old heard 'mandatory' and mandatory means no choice so he told technician to go ahead and do the work. I got the bill for $356 for the 'mandatory' work done on a 1 year old car. Calls and emails to service center produced nothing as manager said my son signed on it. I was offered free wheel alignment but he said charges remain. I'm not going to take my car there for 'free' wheel alignment as I would be supporting those kind of practices! They saw 18 year old coming and tricked him into signing to do work on the car that's optional like, wheel alignment, minor tune up and other stuff I don't even understand!Desired Settlement: They should refund credit card for $356! Work performed is not mandatory and they shouldn't tell people that it is!

Business

Response:

The customer came in on July **, 2013 and spoke with service consultant [redacted]. The customer came in with a 2012 Camry with mileage of 17,657. Based on the mileage, the service consultant recommended to have replaced the engine filter, cabin air filter and to perform a wheel alignment. The customer authorized the work. The work was performed as per Toyota specifications. The customer had waited for the vehicle as it was serviced. At the end of the transaction, the customer went to the cashier to pay for the invoice. The customer was offered an exit survey to rate the dealership and the customer did provide high scores of 9 and 10. Obviously, his father who was not here had called the service department and felt we took advantage of his son. Just because we believe in customer satisfaction, we offered the customer an in house credit of $149.95 for the wheel alignment. The customer declined the in house credit at this time.

Business

Response:

with all due respect we did not do anything wrong I provided the chilton reference for the time to perform a wheel alignment.

driving in new york customer will have to replace the air filter and the cabin filter more frequently as recommended by toyota motors

I offered to give back $149 to the customer as a good will gesture towards future services

this would be our final position

respectfully submitted

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Not a problem with your 'final position'. I also got to the bottom of time worked on the car, from 2:10pm -4:30pm. This time is documented which I didn't know before. I was charged for 3 hrs and 12 minutes. So all the talk about doing right for the customer is lip service. I was charged 52 minutes more in labor time.. What a 'great place'

Sincerely,

Review: My wife and I traded in our Nissan Murano for a Toyota Highlander.

Toyota called Nissan for the payoff amount, and the deal was struck. I

signed the paperwork, and left with the Highlander. Two weeks later I

received a bill from Nissan for $4,118 dollars stating "account balance."

I couldn't understand why Nissan would be asking me for any money

so I called Toyota and was told they would take care of it. Apparently

Toyota only saw fit to pay $2,317.82 of the outstanding amount

because approx. 1 month later I received ANOTHER bill from Nissan

for $1,801.03. This is still outstanding.Desired Settlement: Since my current lease with Toyota was struck based upon my trade-in

and the financing determined based upon that value and the payoff

amount Toyota obtained from Nissan, any outstanding balance due is

the responsibility of Toyota, and should be paid immediately by them.

Every day they delay jeopardizes my credit rating.

Business

Response:

The deal was predicated on 6 payments being made of $457.65 totaling $2745.90. The lease agreement reflects "dealer to make 6 payments of $457.65 total of $2745.90. The customer was asked upon negotiating how many remaining payments and the customer stated they were in a 36 month lease. When the customer called us with a bill we immediately verified that the agreed upon payments were made. The negotiation for the new lease was based upon 6 payments to be made which Westchester Toyota has met its obligation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In response to Westchester Toyota: Please be aware: this matter is also being investigated by The Consumer Protection Agency, and the Attorney General's office. First of all, there seems to be TWO versions of the lease agreement floating around: the one we were given, and the one supplied to the Consumer Protection agent which is also being referenced in Toyota's response. This agreement does mention 6 payments but as it is dated 2 days before the final version of the lease that we were given, it was clearly drafted PRIOR to them calling for a payoff amount, and also states "subject to approval of primary lender. It also stipulates the lease is for 39 months; however, the agreement we were given stipulates 36 months. Furthermore, the version of the lease we were given clearly has a line item specifically dealing with any residual amounts resulting from a trade, and in this area appears the abbreviation "n/a" for not applicable. (Pg. 3 of the document, item 13, subsection i)

Their claim that they never new we were in a 39 month lease is a flat out lie, as is any assertion or intimation on their part that we knew there would be a residual amount due after the trade. When we contacted them after we received the invoice from Nissan they said they would take care of it. They made a partial payment, and left a balance of $1801.03 due. Not wishing to lose this deal, upon receiving the payoff figure from Nissan, crunching the numbers and crafting the deal, they willfully neglected to inform us that there would be any residual balance due (as evidenced by the n/a in the space reserved specifically for such amounts!).

Had they informed us that we would still owe this amount to Nissan we would have waited the additional three months' time but rather than be forthright about this matter with us and risk losing the business, they chose to say nothing and leave us stuck with this balance.

The bottom line is that this is unscrupulous business behavior, and it should not be allowed to go on unchecked.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for finally asking us what we believe would be fair. As previously stated we believe you should pay the remaining $1800 dollars of the original amount due Nissan for the payoff. If you can't come to terms with this for whatever your reasons, then just take the car back and void the lease agreement entirely. If the right thing can't be done, we would rather just get rid of the car and start fresh elsewhere. If it comes to that, it's a fully loaded 2013 model with low mileage, and you should have no trouble re-leasing it.

Sincerely,

Business

Response:

Unfortunately your solutions requires an all or none approach. At this time Westchester Toyota has honored the terms of the agreement and is no longer willing to do anything further.

Review: I purchased a 2007 Toyota Rav 4 4wd with 81576 miles on it for the sale price of $13,440.00 ($12,100.00+$1340.00 tax) on July **,2013. After going over the contract in detail I was charged for something I was told it was for free and the dealer was promoting and that is Prepaid Mainenance for $1400.00, I therefore informed the [redacted] about this and he had me come in and sign a cancellation that was never put in place.

During the first week of having the car that would have been my husband had to give the car a jump start 3-4 times because it was cmpletly dead. August **,2013 I had to call [redacted] (used car [redacted]) and inform him that the car would not go on because of the situation (I was to attend a coworker wake) he sent someone from the service dept to install a new battery. That was not the issue because the car the same day ended up in Westchester Toyota Service dept because it continued with the problem. Well the problem was the altenator that they replaced, but unfornatlely I had a list of complaints as well car stalls at all times, engine light fluctuates at a stop while foot on break, we had to put engine oil every month because the engine light went on and when car was checked it had no oil, knobs that regulate heat did not work (and yes that was fixed, but I had to pay for it), car has always "jerk" and "trembles", car makes a craking noise when you change gear to reverse, car engine makes loud noise.

I have made numerous calls and visits to the dealer and try to address the issue, changing cars or getting it fixed, to no success. I was informed the car needs to get some very extensive work and cannot guarantee if the extended warranty that I pd for will cover for it. Most recently I dropped off the car on Sunday March **again given them the list of issues and car is not being worked on. I was told to see [redacted] (general [redacted]) and [redacted] (used car [redacted]) on thursday of the week of March **and see if they can get me out of the car (because of the issues) and I again had a very bad experienced. [redacted] was not in and [redacted] felt he shouldnt be bothered since he told one of his employees that [redacted] had to address the issue. This was an apt that was given to me from a call that I received from one of the employees. I received a call from [redacted] at 9:00 pm stating he apologized and was never informed I was going to be there. I informed him about the situation that he was very well about since this would have been the 2nd time I would have met with him, in regards to this issue. I call him ([redacted]) everyday and leave several messages and I have not gotten an answer. He was going to try to get me into a different car (for the second time) given me some realistic payments, not like what I was given in the month of february the option of leasing a car for $980.00 a month. [redacted] was suppose to call me with some proposals and some figures and has yet to do this, in the mean time my car is sitting at Westchester Toyota Service with no work done. I work at two different hospitals and have children, a car is a necessity not a luxury, and currently im paying a monthly note to the bank and I dont even have a car or havent had a reliable car like Westcheter Toyota claims.Desired Settlement: Exchange of vehicle

Business

Response:

Customer purchased and signed all the appropriate contracts and policies purchased. The customer is having a servicing issue. A vehicle when sold is covered under a warranty and the NYS lemon law. The customer has those resources available if an unforseen problem occurs.

Review: I bought a used car in June 2013 (Toyota Camry 2011). The dealer sold me a 7 year insurance warranty policy for the car. The dealer told me that if I don't like the warranty I could come cancel it within two weeks of purchase. I decided that I don't like the insurance and I went to the dealer to cancel it. The dealer cancelled it and told me that I would get a refund or credit as soon as possible. I have always called the dealer for the refund and credit and all attempts failed. I went as far as to talk to the manager called Mr. [redacted], he agreed on given me the refund and credit but any time I call him he ignores my calls and never ever return my calls. I hereby file this complaint to get my refund and credit . Thank you.Desired Settlement: I file this complaint to get my refund or credit and nothing else. Thank you.

Business

Response:

[redacted] met with Mr. [redacted] in person. Mr[redacted] is not entitled to any refund. Mr. [redacted] purchased a vehicle and all of the promises were fulfilled.

Review: On Oct. **, 2014 I brought my 2014 Toyota Yaris to Westchester Toyota for its 5,000 mile service. After the service was completed and my car was returned to me I discovered that "Westchester Toyota" license plate frames had been installed on my car without my permission. I was never consulted if I desired to have the frames installed, it was simply done without asking.

I returned to my [redacted], asked to have the frames removed and asked to speak to the [redacted]). She returned to me and said the he would be out shortly, however he never appeared. A staff member did come and take the car back to the shop and removed the frames. Unfortunately my vehicle's bumper was damaged and mounting hardware for the license plate was lost and damaged as a result of the several times the plates were removed and reinstalled.

Prior to the unauthorized actions of Westchester Toyota the license plates were installed sandwiched between two 1/4" nylon washers per hole and attached using M6-1.00X16 stainless steel button head internal hex drive cap screws. My car was returned to me with several nylon washers missing and with damage to the internal hex drive of the cap screws. I am a diesel mechanic with over 30 years experience in the marine industry. In my professional opinion this damage was most likely caused by the use of an improper sized drive bit used in a cordless drill with too high a torque setting while removing / installing the screws. MOST SIGNIFICANTLY one of the mounting holes for the front license plate was also stripped during this process. Again this is indicative of the use of a power driver with a high torque setting and is a perfect example of why power tools should never be used on plastic.

I repaired these items myself. The stripped hole in the front bumper was filled with plastic epoxy, drilled and tapped. New mounting screws and washers were purchased and the license plates were reinstalled in the original manner. All of this was done on my time and with my money. I then sent Westchester Toyota an itemized bill for my time and materials. I received a nonsensical email from a [redacted] in response claiming that their blatant attempt at free advertising was actually an honest mistake because the "Westchester Toyota Service Department frequently receives customer request to install the license frame as we are the #1 dealer in the district regarding customer satisfaction". They also stated "As far as your request for reimbursement if you would be so kind to produce an invoice itemizing the parts and labor even though Westchester Toyota never authorized the work, but for good P.R. we will take it in to consideration regarding your next service".

I once again emailed [redacted], again providing the invoice which I had already provided, and explained that the offer to "take it in to consideration regarding your next service" was unacceptable as my next 3 services are already covered for free under Toyota Care. I did not receive a response. There has been no communication from Westchester Toyota since.

So in short they installed their license frames without my permission. They damaged my front bumper and lost and damaged my mounting hardware while doing this. When confronted with these facts the [redacted] hid in his office and would not come out to speak with me. I repaired the damages caused by them and am seeking restitution. After contacting them I received an email that did not address the issues I raised. They have not responded to further emails.Desired Settlement: I want to be compensated for my time and materials. As I mentioned I am a diesel mechanic. I charged them for 3.25 hours of labor at my rate of $60.48. This is a reasonable rate for someone with my level of experience and is only slightly more than HALF of Westchester Toyota's own labor rate of $114.00. I also charged $4.40 for materials. Again this is a reasonable charge especially as I did not charge for materials which I used but already owned and did not need to purchase, namely the 3M Automix Epoxy used to fill the hole in the bumper., I only charged for materials which I had to purchase.

The initial bill was for a total of $199.96. As Westchester Toyota has ignored this initial bill for over a month I have now added a late payment fee of 10%. I am seeking a total payment of $219.96 at this time.

HOWEVER in order to resolve this issue in the near term I would be willing to accept a REASONABLE monetary offer. It has to be cash. No service coupons, discounts, etc. and it has to take into account my time and effort and expertise.

Business

Response:

we did reply to the customer thank you for reaching out and sharing your service experience with us.westchester toyota service department frequently receives customer request to install our license plates frames.we apoligize profusely for any inconvenience this may have caused.As far as your request for reimbursment if you would be so kind to produce a picture and an invoice itemizing the parts and labor even though Weschester Toyota never authorized the work,but for good P.R we will take it in to consideration he never replied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response submitted to you by Westchester Toyota quotes part of the one and ONLY email I have received from them. This is the text of the complete email:[redacted]Westchester Toyota's statement that I "never responded" to this email is factually untrue. On Oct. **, 2014 I responded with the following email to [redacted], with cc: [redacted]Dear [redacted]:Thank you for your quick response to my email yesterday and for your apology for the damages caused to my vehicle as a result of your business's unauthorized actions. Apology accepted. This does not however abrogate you from responsibility for said damages.As per your request for an invoice itemizing the work done, this was included in my initial email to [redacted]. Nevertheless I will share it with you as well.Parts:4 M6-1.00X16 stainless steel button head internal hex drive cap screws @ $.55 each = $2.208 nylon 1/4" washers @ $.15 each = $1.20Labor @ $60.48/hr:Locating and procuring parts, 2 hrs = $120.96Repairs to stripped mounting hole, 1 hr = $60.48Mounting of license plates in manner consistent with original installation, .25 hr = $15.12Total Due Now = $199.96As to your statement that "Westchester Toyota never authorized the work", I would remind you that I never authorized the actions performed by Westchester Toyota that resulted in the damages described in my email to [redacted].Regarding your offer to "take it in to consideration regarding your next service", I am sorry but I must reject this offer. As my next 3 service visits are covered free under the "Toyota Care" program it is essentially meaningless.Please submit payment of $199.96 by Nov. **, 2014 to:[redacted]After this date any unpaid balance will be assessed a 10% monthly late payment fee and additional actions will be taken to ensure payment.Thank you.

Sincerely,[redacted]

Westchester Toyota never responded to MY email. If they had bothered to this situation could have been resolved previously. As I stated in my initial complaint to Revdex.com I am willing to accept a REASONABLE offer in order to resolve this issue.Sincerely,

Business

Response:

you are more then welcome to come in to reveiw your concern and sit with the [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once again Westchester Toyota's response does not address the issues raised in my initial complaint. On Oct. **, 2014, the day of the incident, I very much wanted to "sit and talk" with [redacted] (the [redacted] referenced) however it was [redacted] who would not come out of his office to talk with me. I told my [redacted], TWICE that I wanted to speak with him. Both times she went back to the office area, returned and said that he "would be right out." He never showed up.Also be aware that my initial email complaint was sent to [redacted]. He did not respond. Instead I received the one and ONLY email which I quoted in its entirety in my last response. It was sent by [redacted], NOT by [redacted] had ample opportunity to communicate with me if he so desired.That being said, rest assured that I am willing to speak with a representative of Westchester Toyota. If Westchester Toyota truly wants to resolve this issue they can have a representative contact me directly. This representative MUST have the authority to negotiate and deliver on any settlement we may agree to. I have no intention of negotiating with multiple parties or of being passed off between different representatives. ONE representative, with TRUE AUTHORITY, acting in GOOD FAITH, can resolve this matter in ONE phone call. Sincerely,

Review: I brought my car in for scheduled servicing on 08/**/2015, and was told that I needed a coolant flush every 25K miles. I was also told that my car had never had it done, so it was time for me to get this completed (as it was at slightly over 48K miles).

Based on my review of the maintenance schedule published by Toyota, for 2011 4-cylinder Camry, this was not required. So, I was misled into paying over $160 for something I did not need.

On 08/**/2015, I called and spoke with an agent on the phone, because I want to be refunded my money. Agent indicated that the dealership makes recommendations, but that does not mean this work is required. And, since I initialed a document indicating I was OK paying for the service, it was acceptable business practice.

Later that day, agent called me back, and indicated that this procedure was required maintenance for high-stress conditions. I was surprised because the person who performed my ‘intake’ at the service center did not ask me what conditions I drove my car in, nor did that person indicate to me that this procedure was required for cars which endured tough conditions between services. Nevertheless, I asked the agent on phone to email me this documentation (service schedule for cars driven in high stress conditions).

To this date, I have not received this documentation. I have also checked Toyota official documentation and have found no trace of such a requirement.

Then, I sent a certified letter to the Toyota Service Center (receipt number [redacted], delivered November **, 2015 , 11:14 am), have heard no response back.2Desired Settlement: Refund of $266.18 charged for the non-required coolant flush

Business

Response:

THE RADIATOR FLUID IS PERHAPS THE MOST VITAL PART OF THE CAR'S COOLING SYSTEM IT HELPS TO KEEP THE ENGINE BLOCK FROM FREEZING IN EXTREME COLD TEMPARATURES WHEN THE VEHICLE IS PARKED. PERSONAL DRIVING HABITS WILL ALSO DETERMINE THE FREQUENCY OF NEEDED RADIATOR FLUID CHANGES.CUSTOMER CAME IN WITH A 2011 TOYOTA CAMRY WITH 48,664MLS THE SERVICE CONSULTANT RECOMMENDED THE SERVICE THE CUSTOMER AUTHORIZED THE COOLANT FLUSH CUSTOMER PICKED UP THE VEHICLE AND DID NOT RETURN WITH ANY COMPLAINTS THE WORK OBVIOUSLY WAS SATISFACTORY.BUT IF THE CUSTOMER WOULD LIKE TO COME BACK FOR THEIR REGULAR SERVICE WE WILL BE WILLING TO APPLY $100 TOWARS ANY SERVICE OR REPAIRS AS IN AN HOUSE CREDIT AS A ONE TIME GOODWILL GESTURE

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. Contention that I did not return is not accurate. I called twice, and sent certified letter, and have not received closure. 2. Agent recommended it saying this (Coolant Flush) is required per Toyota Service Schedule, at 25K miles. Since my car was in for 50K, it was overdue. I have asked for copy of service schedule which shows this, because documentation on Toyta's site shows this is NOT required.3. They charged me $266.18 for this procedure, and unless I get this refunded, my next step will be Small Claims Court.Note: In my letter (attached), I stated I paid over $160, that is a typo, as shown in original receipt (attached); actual invoice amount, and charge to my credit card was $266.18Attachments: 1. Copy of certified letter2. Copy of original invoice3. Copy of receipt - certified mailing

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

AS PER INVOICE [redacted] CUSTOMER HAD A NYSI $37.00 OIL CHANGE AND FILTER $45.00 PAID BY TOYOTA CUSTOMER WAS CHARGED 169.95 FOR THE COOLANT FLUSH WICH I AM WILLING TO GIVE $100.00 AS A IN HOUSE CREDIT IN ALL FAIRNESS CUSTOMER HAD THE RIGHT TO DECLINED THE SERVICE WHEN THE SERVICE CONSULTANT RECOMMENDED THE FLUSH CUSTOMER AGRRED PAID THE INVOICE NOW HAVE FRESH ANTIFREEZE AND ASKING FOR THE MONEY BACK.

Review: was bulllied into getting A (VSA ) vehicle service agreement. Since january *, 2015 I have been calling and requesting for toyota to remove vehicle service agreement VSA and refund 2,000 usd. I was told toyota received my notarized letter and cancelation was processed in february. IT IS NOW MARCH.

NO REFUND HAS BEEN APPLIED TO MY ACCOUNT, OVER 60 days and NOTHING.

I NO LONGER HAVE THE SERVICE VSA AND toyota has failed to apply refund.Desired Settlement: refund FOR UN-USED AND UNDESSIRED VSA. WITH INTEREST

IT HAS BEEN OVER 60 DAYS. HOW MUCH LONGER DO I HAVE TO WAIT FOR TOYOTA

@[redacted] TO PROCESS REFUND FOR A SERVICE THAT WAS CANCELLED AND ITS NOT DESIRED.

HOW MUCH LONGER.?

Business

Response:

The cancellation was prcoessed by [redacted] as requested. The refund was sent to [redacted] and applied to the loan amount. Please check your statement to verify that the amount was applied. We have verified that the policy was cancelled and applied to the account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please send accurate copy of UPDATED statement When I look at statement online It does not reflect the credit Please send paper statement to my address Or advise howi can see credit reflected on account Because as of now I am unable to see the credit applied

I have attached a pic Reflecting no credit

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],I am sorry but I cannot send you anything showing you it was reflected. We were able to verify by phone with [redacted] that the policy was cancelled when you requested it. We then had to call [redacted] to verify it was applied to your account. If it will help you can contact [redacted] directly and verify it was applied to your account. You can reach them at ###-###-####. Thank you sir.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As a representative for toyota you can NOT send me anything in writing?IM SUPPOSSED TO TAKE YOUR WORD? IS THIS GOOD BUSSINESS PRACTICE.?NO ONE IN a position of authority? A manager ? Can send me credit reflected onaccount in writing I have to take your word?bussinesses & BUSSINESS agreements are done in writing And you are asking me to take your word As a representative of toyota!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a used 2012 RAV4 LTD on 09-**-2015. I made a $3K down payment and agreed to deliver a Cashier's Check for the balance due and pick up the vehicle on Wednesday, Sept [redacted]. On Monday morning I got a call from the dealership asking if I could pick up the car that afternoon; I agreed. I paid the balance due, got the keys, and was walking out the door when one of the Managers intercepted me and informed me that my car was NOT certified under the TOYOTA CERTIFIED USED VEHICLE (TCUV) program and was ineligible for the program because a Safety Recall (on the windshield wiper motor) had just been issued by Toyota.

Since my car was priced, advertised, marketed (aggressively!) and SOLD to me as being "Certified" I expect the sellers (Westchester Toyota) and the manufacturer (Toyota Corporation) to honor their agreement with me.Desired Settlement: I want what I agreed to buy and what I paid for: specifically, the twelve stated benefits of the TCUV program. Equally important to me are the two extended warranties recognized and honored by over 1400 Toyota dealers in the USA and Canada (The 12-month/12,000-mile Comprehensive Warranty and the 7-year/ 100,000-mile Limited Powertrain Warranty), the 1year of Maintenance and 24-hour Roadside Assistance, and the no-cost transferability of those three benefits, at resale. I paid for those benefits; they were factored into the sale price of the car. I want those benefits and I want them in writing...anything less constitutes fraud.

Business

Response:

[redacted],The vehicle was sold to you as a used vehicle and not as certified. Your concern was the 1 year 12.000 mile warranty that you would lose. We gave you the 1 year 12,000 mile vehicle service agreement at your request. As it was explained to you the vehicle had an open campaign for a repair not yet available so the vehicle could not be certified and that is why they issued you the 1 year 12,000 mile vehicle service agreement. It is with our apologizes if you felt in any way disrespected.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The vehicle I agreed to purchase was priced and sold to me as a TOYOTA CERTIFIED USED VEHICLE. This fact was confirmed in a Sept [redacted] conversation between me, salesman Edson S[redacted], and GSM John M[redacted]. Furthermore, it is a fact easily supported by website capture(s) from Westchester Toyota and the CARFAX report. Dealership respondent is mistaken when he/she claims to understand my concerns, and I don't feel disrespected, I feel cheated. I want all of the benefits of the TCUV program, not just the 1year/12K-mile vehicle service agreement. I am NOT satisfied with a much less valuable Westchester Toyota substitution. "Un-winding the deal" might have been an option if the dealership had behaved professionally and ethically by contacting me, in a timely manner, to explain the "Certification" problem. They could have apologized for "jumping the gun" and advertising the vehicle as being "certified" when it was, in fact, still being put through the evaluation process. The window of opportunity for me to be reasonable and for them to be ethical has closed. At this point, I want ALL of the products that I paid for...and I will accept nothing less. If I do not receive written evidence of enrollment in the TCUV program, I will turn this matter over to the Consumer Fraud division of the New York State Attorney General's office.In summary, the dealership misrepresented my car by advertising a vehicle that they DID NOT HAVE. They took my money, and failed to deliver the product(s) that they sold and that I agreed to buy. And finally, my name is [redacted]; I am not [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],I spoke to you on the phone the day you opened the complaint. We both agreed they explained that the vehicle could not be sold certified at the time because of the open recall with no remedy yet. I even agreed to put your certification through once the remedy was available and even temporarily issued a 1 year 12,000 mile service agreement so you wouldn't be left without coverage. I don't understand why the conversation on the phone is different from your response on the Revdex.com site.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. If the car will be certified after the recall is resolved, this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On May ** 2014 I went to Westchester Toyota dealer to

buy a used car 2011 Toyota RAV4, but I just left a deposit of $1100.

And I received something like a work order I believe, which states

how much I will pay for the car, VIN number, mine and sales person

signatures and other details. We agreed that I will come back on

May ** 2014 to finish the transaction. So I did and I brought my

mechanic with me and he just wanted to check the car, which he did.

My mechanic check the transmission fluid and said it has a bad light

brown color (should be pinkish). That car had 18,000 miles on it and

a brand new tires, which also very suspicious for him. We went to the

salesperson and we sat down by the desk with him. Sales person showed

us another vehicle that we could interested in, and we were. After a

long conversation, we decided to take test drive of both vehicles so

we could compare them. Sales person agreed and I told him that after

that we will decide what we will do. when we finish the test drive,

we decided to buy the one I left deposit for. We got off the car and

the sales person told us that this car was sold to another customer.

When I asked him how does he know, he said he just received a text

message about it. He did not refund my deposit. I left with nothing,

no car and no refund.Desired Settlement: Finish what we started, sale the car to me for the price that we agreed.

Business

Response:

We spent hours going over the details of the deal. After the mechanic inspected the vehicle you wanted to renegotiate which we explained we could not do. You decided to cancel your deal on that vehicle at that point. The sales manager agreed to the refund and processed a refund request. Once you requested to cancel the deal the vehicle was released for sale and was immediately sold and delivered to a customer. We would be more than happy to work with you on another vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Why nobody told us that can't renegotiate a new deal about that vehicle. While we talked about those two vehicles and making a decision of taking a road test, the dealer did no tell us that somebody else is trying to sell this car to another customer. He just agreed with us of taking a road test with those two. Did not mention about another customer trying to buy this vehicle. We had no idea that somebody else can come and buy a vehicle a left a deposit for.And all this happened after we decide not buy the first vehicle. I can't change my mind since they still have my deposit? And we still are talking and thinking about this vehicle by the table with dealer? Looks like I will have to take more serious steps than this letter.

Sincerely, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

You asked for a refund. You spent hours here with a mechanic. You tried to renegotiate. At your request we cancelled your deal.

Review: I purchased a Toyota 4Runner from Westchester Toyota in May 2007. I am disabled and wheelchair bound. I was told that I should purchase the vehicle with the Toyota Mobility Program so that my adaptive needs for my wheelchair would be included in the purchase. Originally, the loan term was 48 months, then jumped to 60 and finally 72 because they insisted that it was necessary for the Mobility Program. The lift that was installed on the car was defective. This is a lift that attaches to the tow hitch of the vehicle manufactured by [redacted] designed to carry a 350lb wheelchair. The lift was about two inches above the ground about 6 weeks after purchase. I requested a refund and they refused. They also would not fix it. I have the defective parts. This lift was $3000. I was given an interest rate of 18.9% and promised that it would automatically drop down to 8 percent after 6 months of payments. They refused to give me a copy of the contract. They promised to mail it to me. The interest rate has never dropped. In addition, they added an extended service warranty and a maintenance warranty to the sale. I was told repeatedly by [redacted] the sales manager that they would take it off. The extended warranty is about $2500 and the maintenance warranty about $1300 plus annual interest. I did not want the extended warranty because I had better coverage by [redacted] until 100k miles. To date, I have paid them $58,061.00. The maturation date of this loan is Oct **, 2013. They are claiming another $4100 and threatening to repossess the car. They are also claiming extensions and late payments. This is not true.Desired Settlement: I would like a refund and/or credit to my loan balance for the defective lift, ,maintenance plan, extended warranty plan, interest for the lift and warranty plans as well as adjustment for the lower promised interest rate.

Business

Response:

[redacted] met with [redacted] on 10/**/2013. [redacted] had his mobility equipment purchased and installed by a company that he dealt with. Westchester Toyota did not install the adaptive equipment. [redacted]'s policy was never an issue until now that it has expired and parts of the warranty have been used by [redacted] at Penn Toyota who has put in claims for maintenance and services provided to [redacted] from Westchester Toyota also sat with [redacted] and reviewed his payment history with Toyota Financial and it has been disclosed that [redacted] has been excessively behind on payments and so his maturity date continues to move further back.

Business

Response:

[redacted],

Review: After discussing the contract with someone in Financial Services and realizing that I have not scratched the surface in paying off my car for the following reasons: The total price of car in January 2012 $21,072 and it was refinanced in November 2013 for total price of $20,122. I was also told that the car needed new tires from the service center and that price would be rolled into the cost, I was also charged twice for mechanical break down on the contract ($2,500 X2) which was a 36 month period on the 2012 contract. On October 2013 the principal payment was $15,968.44 and the pay off was $16, 076. Again, in November 2014, one month later , I refinanced and total price was $20,122.Desired Settlement: I want a supervisor to tell me exactly how I only made a $950 difference from Jan 2012 to November 2013 and what exactly all those other charges were for including the "mandatory" tires, mechanical breakdown being charged twice before the 36 months were over and any other discrepancies that are noticed on my contracts that I will gladly bring in for review. I believe that I was taken advantage of and I want to be compensated.

Business

Response:

[redacted],I don't quite understand the complaint. I can however review your paperwork with you if you would like. If there are any problems or discrepancies I would be more than willing to correct them for you. I have reached out to yo by phone as well to see when you are available. Please contact me at your convenience. Email would always be best [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[There is nothing inexplicit or vague about my complaint. When I get a knowledgeable person who can understand what I'm asking for in my letter, then I will be happy to bring my contracts and any other paper work in. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted], I would be more than willing to review your numbers, paperwork and walk you through some of the cancellations that would reduce your balance. I reviewed your paperwork.It seems the payoff was $16076.16. The information on the deal shows you purchased a vehicle service agreement for $2495.00, GAP insurance for $170.00 vehicle theft replacement for $108 and paint and fabric protection for $296. The taxes on the additional products and services anounted to $208.96. There was some service work done as well when the car was reinspected.David L**

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this offer to meet with Mr. L** sounds reasonable, I would like contact information in order for us to meet and review the contracts so I can get the matter resolved.

Sincerely,

Review: On june *, 2013 I bought a CERTIFIED WITH EXTENDED GUARANTEE AND ADDITIONAL GAP COVERAGE. Since then my car is on its third recall. Third recall not fixed yet because parts have not come in from overseas as I was told. Also one day while shopping across town my battery died. I called toyota. Someone was kind enough to sell me and bring and replace the battery, Since that day I was never aware that I was running my car without the computer working. I found this out when I took the car for an inspection late May. It did not pass. Then I took it to the dealer . it did not pass then they told me to drive it 120 miles and pump it up step on the gas. Well I did two weekends in a row then I took it back to the dealer. It did not pass. I was upset and began crying. The service girl was very kind she was determined to make the car pass. Thus some one from service took the car out for a drive and one hour later guess??? I PASSED. I am still driving this car with an open recall but as you can see by now I am disgusted. I just want my monies minus what the year I drove it without being ripped off. I gave a 10000.00 dollar down payment and 12 payments of 242 dollars for a total of 13000.00 for a car that has only given my agony. I am [redacted] and all this stress has even put strain on my relationship with my family/. I need help I do not want a car with all these recalls and heaadaches.Whom should I be reaching out to the dealer wants me to lease a car because they say that I use very little mileage, the car originally had 15000 miles and it is at 19000 miles and the 10000 dollar down payment would be null because the cars value is greatly depreciated, I could understand this statement except this has been the year from hell and I do not feel SAFE IN THIS CAR. how can I resolve this problem. I need advice help from a proffesional. THANK YOU FOR ANY CONSIDERATION TO THIS MATTER. [redacted]Desired Settlement: I AM NOT SURE I NEVER HAD THIS PROBLEM WITH ANY OTHER CAR , I WAS ALWAYS ABLE TO TRADE IN AND BUY WITHOUT HASSLE BECAUSE MY CARS NEVER HAD A PROBLEM I WANT TO BUY A GOOD CAR WITH NO RECALLS. AFFORDABLE AS I HAVE NOW AND I DEFINITELY DONT WANT TO LOSE MY 10000 DOLLAR DEPOSIT IN FULL. I FEEL IT SHOULD BE PRORATED FOR THE YEAR I DROVE IT I UNDERSTAND THEY ARE IN BUSINESS TO MAKE MONIES BUT RECALLS ARE QUITE THE SERIOUS THING .

Business

Response:

[redacted],

Westchester Toyota has offered to trade you out of your vehicle. We went as far as writing a new deal and at the last minute you backed out on "the advice of your attorney". New York State affords you right under the law. There are warranties and lemon law protections that exist. I'm not entirely sure what it is that you are looking for?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]yes toyota has tried to help me. My problem is my ten thousand dollar down payment. I drove this rav 4 2010 certified and gave 10000.00 down payment and paid one whole year payments on time even despite all the recalls and was never a day lte in payments. why in heavens name should it cost me almost 13000.00 dollars to have driven this car??/ not even leasing would cost this much. MY LIFE WAS ALWAYS IN DANGER> RECALLS ARE RECALLS THAT IS WHY THEY SAY VERY IMPORTANT SAFETY RECALL!! I am appalled thaat toyota did not help me to buy a car and use my down payment. I seek the proper resolution. I even went as far as buying gap and extended warranty so I could be covered every which way. I negotiated in good faith and they did not.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] the vehicle was delivered to you with no open recalls. Recalls are beyond the control of dealerships but rather the manufacturer. The value of your vehicle is determined by the market value at the time the vehicle is appraised. [redacted] reviewed your paperwork and even explained that the loss is not 10,000 dollars. That the amount also includes a warranty you purchased and the taxes paid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Signed a final sale - non cancel able & non refundable contract with Westchester Toyota on 12/*/2015 for a 2016 4 Runner Limited vehicle. Contract was for $28,000 trade in with $3000 down payment and $14,255.11 payment on pick up. I received a call to pick up vehicle on 2/**/2016 @ 1:00 pm. After being in showroom for 4 1/2 hours with my 94 year old mother with [redacted]'s waiting in car, the salesman informs me that the supervisor is insisting that I pay an additional $1000 before they would release the new car to me. Supervisor wouldn't even come out to discuss the issue with me. I paid the additional $1000 but stated that they were dealing in dirty business. Sadly they call themselves a family oriented business.Desired Settlement: $1000 plus tax to be returned to me.

They still owe me Running Boards, Tow Hitch Ball, Door Edge Guards and All Weather Floor Mats which was part of the contract and not on the new vehicle when I picked it up. I was told that they had to order the items listed above

Business

Response:

[redacted]'s trade in value was reduced by $1000. The value of the trade would have changed over 3 months as well as the change in the calends year making the vehicle a year older. [redacted] had the opportunity and was given the choice to cancel his deal.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was promised the car in 2 weeks. Car didn't come in. I was in contact with salesman during the waiting period and never once was it said that the trade-in value would change. It wasn't until I was in the showroom 4 1/2 hours transferring the car to my name and insurance did they come up that I had to give them an additional $1000 to get the car.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

You could have cancelled your deal at any point. As the order even stated you have the right to cancel if the vehicle takes longer than expected. You could have cancelled your deal at the time of delivery if it was not what you expected. Why would you take a deal that wasn't what you wanted

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I still believe that you are dealing in dirty business. As such, I will take this to court. I'm sorry that we couldn't have settled this amicably.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Westchester Toyota stated (email I received) that they would upgrade complimentary Toyota Care to 3 years. They did not.

Westchester Toyota stated they would beat any price, when brought to their attention how the price of vehicle in the lease was more than the price of the vehicle(that I was originally going to pay, since originally I was buying the vehicle, in fact it was more then the MSRP of the vehicle), they did nothing.

Westchester Toyota stated all I had to do was return keys at end of lease that is not the case.Desired Settlement: Live up to the claim that they can be Trusted

Business

Response:

[redacted] had the 3rd get of maintenance issued to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response of:

“[redacted] had the 3rd get of maintenance issued to him.”

is not clear and does not address the multiple issues that are in

the complaint.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Since past attempts to contact [redacted] by phone have been

unfruitful and he seems to be mixed-up on the complaint (is incorrect

on what fee is in the complaint) ,

I am sending [redacted] the following

with attachments to:

Re: RevDex.com Complaint ID

#[redacted].

Re

[redacted],

I was not told about the disposition fee (not the

acquisition

fee) nor that there was an “agreed upon value” of

vehicle (27343.40) (ExhibitValue.pdf). If I had we would not be

having this discussion. This lease was done during the delivery of

the vehicle , which I originally was buying. I was told it would be

cheaper to lease and that at the end of lease I would “only have

to turn in the keys” .

Having to pay 350 on return of the vehicles is not “only have to

turn in the keys”

I did not agree to 27343.40 as the value of the vehicle., this

should be obvious since I had just agreed to purchase it for

(including taxes) 26,371.59 (3,000 deposit+11,000 trade in+ 12371.59

bank check -ExhibitReceipts.pdf).

As a matter of fact 27343.40 is more than the MSRP of the 2012

Rav4 (ExhibitMSRP2012.pdf) and 2014 Rav4(ExhibitMSRP2014.pdf )

How is 27343.40 the lowest price? How is this lease better than

buying the vehicle?

Do you stand behind your claim of lowest price guarantee and Trust

in Us?

If people are to “trust in you” than they should not be

steered into spending more or be over charged.

Sincerely,

Business

Response:

[redacted],

Review: They are very vague about what you will be paying for. The only numbers they will tell you are your monthly payments not an upfront full cost.Desired Settlement: They need to explain in full detail what the customer will be charged in full.

Business

Response:

[redacted],

I understand that your issue has been addressed and resolved to your satisfaction.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I went to Westchester foreign autos, Inc. to buy a car. I was dealing with [redacted] (sales agent) and [redacted] (sales manager). We agreed to a number (all fees include plus license transfer fee). Everything is fine so far. the problem start up stairs in finance office where I meet with [redacted] (finance agent). what happen is that [redacted] said that in order to qualify for [redacted] Financial Services offer (0.9% interest rate) I need to sign up for the tire and wheel protection and [redacted] Insurance. I denied both extended services due to I read it is not required in order to qualify for said offer. He was pushing me into it but I denied it again.He agreed to remove it from the contract. then I proceeded to sign the agreement. As soon as I get home I did the math and I found it does not match the agreed numbers. After a careful review of the contract I found out [redacted] sneak the tire and wheel protection even after I request clearly not to play with me or try to scam me that fee is not clearly disclosed in the retail installment contract, so when I get back to the dealer [redacted] confirm my doubt. He said effectively that [redacted] screw me with a fee of 895.00 US DOLLARS.[redacted] provide me with a tire and wheel protection cancellation request form. I sign it and leave it with them at the front desk to wait until [redacted] sign it and forward it to the appropriated party to process the refund. after a follow up the warrantor said they haven't received the contract in order to cancel it and process the total fee. so, their customer service agent told me to wait about 30 to 60 days until dealer forward then a sign contract cancellation. All this should not happen in first place specially after I clearly state not to add any additional fee to the transaction. SHAME ON THIS DEALER... WESTCHESTER TOYOTA (D.B.A Westchester Foreign Autos, Inc.). I hope this is an unfortunate mistake and not a routinely practice from this company.ESRTDesired Settlement: I would like Westchester Toyota (D.B.A Westchester Foreign Autos, Inc.) to send a full refund of the price of the tire and wheel protection to [redacted] Financial Services in my name not later than MAY **/2015. Otherwise I will take legal actions against this scammers. I all ready give them enough time (APRIL */2015 date when I bought the vehicle) and opportunities to correct their mistake and customer misleading with no luck.

Business

Response:

[redacted] arrived here at Westchester Toyota one morning a couple of weeks ago and asked for the Finance Manager [redacted]. I greeted [redacted] and made him aware that [redacted] was off and I asked if I can help. [redacted] mentioned to me that he wanted to cancel a tire & wheel warranty that he apparantly purchased but did not agree to. I explained to [redacted] that there are numerous documents that he would have had to sign agreeing to the purchase of the warranty but if he wanted to cancel it all he would have to do is return and sit with [redacted] since they were both present at the time of the contract signing, so he may process the cancellation. He asked if there were any way that he can sign the cancellation form and leave it for [redacted] so we would not have to return the following day. I gave him the cancellation form to fill out and he did. I then left it at our front desk with the receptionist so she can hand it to [redacted] the following day since I would be off. I listened to [redacted] attentively and explained that I don't do a he said she said. I go by the paperwork that is required in every deal and that according to his paperwork he agreed to the services and products. At no point did I tell [redacted] that his suspicions were correct. [redacted] agreed to the terms of his finance. [redacted] signed all the appropriate paperwork agreeing to his purchases. [redacted] signed the Tire and Wheel policy. [redacted] signed the menu forms specifically stating that no purchase is contingent on financing and no financing is contingent of the purchase of any additional products or services. [redacted]'s cancellation has been processed and will reflect on his financing statement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory and I agreed with [redacted]. I am not saying that Westchester Toyota or their employees acted unfaithfully. I filled this complaint with The Revdex.com due to when I call [redacted] (service provider) to follow up on the status of the tire and wheel cancellation request, to what they reply that they haven't received the contract/cancellation request from the dealer. This make me think "some one is playing games here", then, I contacted [redacted] Financial Services to request an action from them but they were unable to see my complaint properly disclosed in the installment agreement, so they can't do anything, what happen is that fee was added in the vehicle price and other fees what increase the total financed loan amount at the end. After I request them to cancel my extended warranty they are being in touch with me. Hopefully this minor issue will be solved soon to my satisfaction, I am just waiting for a total refund of the warranty fee to post to the account.In general, I think the treatment I received at Westchester Toyota, Inc. was FAIR. I will update as soon as the refund reflect in my car loan account.P.S: I am dismissing [redacted] from any responsibility on this transaction. He was very attentive and understanding to my complaint and effectively guide me to the best way to solve this issue.

Sincerely,