[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I apologize for the confusion during your experience at Kerry Toyota. When applying for credit, the bank will pre-qualify a customer, but may come back and ask for more information. In your situation, a few days after the pre-qualification , the bank asked for a co-signer which we informed you of...
the situation. After the co-signer filled out the proper information, we sent the paperwork back to the bank and waited for their final answer. This is a process as we had to go through numerous steps to try for an approval. Unfortunately, the bank declined the loan with the co-signer. I am sorry we were not able to finalize the deal and for the time involved in this process. With each new applicant, time is added to this process for the reevaluation of credit application. Kindest Regards, [redacted]
I understand the customer's concerns. After looking into the concerns, the customer was quoted an out the door price, which she agreed to. The $200 fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the deal. We looked into the service records and show no...
issues with door locks. The customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the case. Out of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealership. The customer purchased the vehicle As-Is and agreed to the sale price.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Kerry Toyota's service department found the car to be damaged while getting the problem resolved. Why didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repainted. If Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damage. Now I have a vehicle that I was told was "never" wrecked and it was certified. I put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry Toyota. I also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $104 because they said the car was wrecked. After complaining to Kerry about the charge, and that we purchased the car like this, they then credited me back. How many more time will I have to fight this?
Regards,
[redacted]
Kerry Toyota stands behind their vehicles and work. This customer was offered a CarFax report and the vehicle met and still meets Toyota certification standards. The customer bought a certified vehicle which comes with a certified warranty. This is what was promised to the customer. We will not refund his money, but if he would like to trade it in, we will work with him to find a vehicle that meets his needs.
I understand the customer’s concern regarding the Acadia she purchased. The customer bought a pre-owned vehicle as-is with no warranty provided by Kerry Toyota. Any manufacturer warranty left on the vehicle would still be honored by the manufacturer. The customer was offered extended coverage...
for the vehicle, but declined. As a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified store. If the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customer. The copy of the invoice the customer requested, was mailed today. Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not work. We complete an inspection on all of our pre-owned vehicles to ensure the safety of our customers. This vehicle passed the inspection and was offered as-is. Kindest Regards, [redacted]
Dear Ms. [redacted],Kerry Toyota understands the customers concern. He did have two tires and wheels replaced at our Covington Service location. Days later, he called in stating he wanted a refund due to one of the tires separating. We asked the customer for pictures. After reviewing the picture, it...
was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curb. We explained this to the customer which he denied. We offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbed. Unfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damage. Kindest Regards, Beth H[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I did curse and raise my voice, it was after bein laser back and forth between the multiple departments with no clear resolution. The general manager did what should have happened initially and reached out to the previous owner and located the tool where it WAS NOT typically located. While I agree this is resolved, I do not agree with the response. I appreciate their attempt to correct this issue, but it should have been ha sled hat way initially vs passing a customer between departments and keep saying "not sure what we can do". If an appointment was necessary, why was it not suggested?? I assumed it was something I could grab at the parts department since it is a standard [redacted] part. They will not have to worry about a next time I come back because I will not be back.
Regards,
[redacted]
Thank you for contacting us with your concerns. I am sorry for the confusion regarding the certified vehicles. You did purchase your vehicle from the Toyota Certified lot. However, only the Toyota vehicles are certified. I understand you were looking at two different vans, the one you purchased and...
a Toyota Sienna. The Sienna was certified, but we cannot certify non-Toyota vehicles.Regarding your dent, scratches, headphone, remote, alignment, rotate and balance, we are more than happy to take care of this for you. We truly appreciate you as a customer and apologize for the any inconvenience this has caused. Please contact Beth Hamilton with any questions or concerns. As soon as your parts are in, we will reach out to schedule an appointment and have all the concerns addressed at the same time.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I apologize for the confusion during your experience at Kerry Toyota. When applying for credit, the bank will pre-qualify a customer, but may come back and ask for more information. In your situation, a few days after the pre-qualification , the bank asked for a co-signer which we informed you of...
the situation. After the co-signer filled out the proper information, we sent the paperwork back to the bank and waited for their final answer. This is a process as we had to go through numerous steps to try for an approval. Unfortunately, the bank declined the loan with the co-signer. I am sorry we were not able to finalize the deal and for the time involved in this process. With each new applicant, time is added to this process for the reevaluation of credit application. Kindest Regards, [redacted]
I understand the customer's concerns. After looking into the concerns, the customer was quoted an out the door price, which she agreed to. The $200 fee was for window etch and was taken out of the amount agreed to, so was thrown in as part of the deal. We looked into the service records and show no...
issues with door locks. The customer is falsely accusing the salesperson and dealership of "hiding" issues when this is not the case. Out of goodwill to our customer, we offered a 100% full refund for this vehicle if she would like to bring the vehicle back to the dealership. The customer purchased the vehicle As-Is and agreed to the sale price.
We stand behind our decision. It appears the vehicle has hit a curb or object which caused this damage.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Kerry Toyota's service department found the car to be damaged while getting the problem resolved. Why didn't Toyota's certification "department" find that it had been in an accident prior to placing the car on the lot for sale? I took my car to a reputable car dealer and they found that the passenger fender had been replaced, and the passenger door had been repainted. If Kerry Toyota had done their job as a Certified Car Dealership, they would have found the damage. Now I have a vehicle that I was told was "never" wrecked and it was certified. I put my trust in Kerry Toyota and now I fear for my family's safety because of this car I purchased from Kerry Toyota. I also purchased the extended warranty and when we got the problem fixed from Kerry's Toyota service department, they charged me $104 because they said the car was wrecked. After complaining to Kerry about the charge, and that we purchased the car like this, they then credited me back. How many more time will I have to fight this?
Regards,
[redacted]
Kerry Toyota stands behind their vehicles and work. This customer was offered a CarFax report and the vehicle met and still meets Toyota certification standards. The customer bought a certified vehicle which comes with a certified warranty. This is what was promised to the customer. We will not refund his money, but if he would like to trade it in, we will work with him to find a vehicle that meets his needs.
I understand the customer’s concern regarding the Acadia she purchased. The customer bought a pre-owned vehicle as-is with no warranty provided by Kerry Toyota. Any manufacturer warranty left on the vehicle would still be honored by the manufacturer. The customer was offered extended coverage...
for the vehicle, but declined. As a goodwill gesture, we paid to have the starter diagnosed and fixed at a GM certified store. If the issue was not corrected, we would be more than happy to have it looked at again to have the issue corrected at no cost to the customer. The copy of the invoice the customer requested, was mailed today. Unfortunately, when purchasing a pre-owned vehicle, there may be items on the vehicle that do not work. We complete an inspection on all of our pre-owned vehicles to ensure the safety of our customers. This vehicle passed the inspection and was offered as-is. Kindest Regards, [redacted]
Dear Ms. [redacted],Kerry Toyota understands the customers concern. He did have two tires and wheels replaced at our Covington Service location. Days later, he called in stating he wanted a refund due to one of the tires separating. We asked the customer for pictures. After reviewing the picture, it...
was clear that this was not a defect of the tire or a repair issue, but looks like the vehicle it a curb. We explained this to the customer which he denied. We offered to let him stop out and let our Service Manager examine the tire, which during the inspection, noted the tire looked like it was curbed. Unfortunately, the tire manufacturer and Kerry Toyota are not responsible for this damage. Kindest Regards, Beth H[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I did curse and raise my voice, it was after bein laser back and forth between the multiple departments with no clear resolution. The general manager did what should have happened initially and reached out to the previous owner and located the tool where it WAS NOT typically located. While I agree this is resolved, I do not agree with the response. I appreciate their attempt to correct this issue, but it should have been ha sled hat way initially vs passing a customer between departments and keep saying "not sure what we can do". If an appointment was necessary, why was it not suggested?? I assumed it was something I could grab at the parts department since it is a standard [redacted] part. They will not have to worry about a next time I come back because I will not be back.
Regards,
[redacted]
Thank you for contacting us with your concerns. I am sorry for the confusion regarding the certified vehicles. You did purchase your vehicle from the Toyota Certified lot. However, only the Toyota vehicles are certified. I understand you were looking at two different vans, the one you purchased and...
a Toyota Sienna. The Sienna was certified, but we cannot certify non-Toyota vehicles.Regarding your dent, scratches, headphone, remote, alignment, rotate and balance, we are more than happy to take care of this for you. We truly appreciate you as a customer and apologize for the any inconvenience this has caused. Please contact Beth Hamilton with any questions or concerns. As soon as your parts are in, we will reach out to schedule an appointment and have all the concerns addressed at the same time.