Alice's Place

The purpose of this email is to inform you that San Marcos Toyota has resolved the case with [redacted].   We have placed notes in her file that will direct her future service to a designated service advisor and one of our technicians that is Lexus certified. This team will take...

care of all of their future service needs.   She is trying to teach her son responsibility. When he brought his vehicle in for service he was told by the service personnel his tires were different sizes and did need to be rotated on his model vehicle. He insisted they rotate them. The express service people complied with his wishes. A couple of days later he told his mother that the tires were rubbing. She called and we sent a technician out to rectify the issue at their home.   During our conversation this morning she expressed that the request to your department was made because of her frustration with him and not a fault of the dealer.   Mrs. [redacted] son will be bring his vehicle to San Marcos Toyota and we will handle all of his maintenance needs.

July 24, 2015 Revdex.com [redacted]...

[redacted] To Whom It May Concern: The purpose of this letter is to respond to the claim registered by Mr. [redacted], ID# [redacted]. Mr. [redacted] came to San Marcos Toyota in May 2014 with the complaint that his windshield washers were inoperative. There was a short in the wiring harness and he declined repairs. His next visit was in September 2014. During this time the vehicle had numerous warning lights on. A brake actuator was replaced and covered by Toyota Extended Care. The vehicle also required Toyota Recall EOU, brake reservoir tank replacement was be performed. The customer's vehicle had been involved in an accident and was written as a total loss by his insurance company. By the customer's own admission, he had accepted payment from his insurance and taken the vehicle to an independent shop and had the vehicle repaired as inexpensively as possible. Upon inspection the vehicle had damage to the A/C high pressure switch, Wiring harness damage that affected the anti-lock brake system, A/C system and windshield washer system. Someone had spliced the harness together with butt connectors and there was intermittent continuity and other issues. Mr. [redacted] returned again in September asking for help with the same issues and our shop foreman tried to straighten out some of his electrical issues at no charge when the gentleman explained he had no money and was in tears asking for help. I have included copies of all repair orders that show there were never any charges or payment rendered by the customer. All damage is a result of the collision and not the result of any service performed by staff at San Marcos Toyota. Respectfully yours,   [redacted] Service Director San Marcos Toyota

Complaint: [redacted]
I am rejecting this response because: It is not all true. When the car was taken too San Marcos Toyota the AC worked fine. It wasn;t until the mechanic replaced the brake actuator that I got the car back with the AC not blowing cool. He left out the wheel liner that torn loose from the fender and started rubbing because it wasn't fastened down because he tore it loose rather that unscrew the liner to see the wiring harness.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was dissatisfied with the dealership's failure to communicate with me to initially resolve this matter after several calls to the dealership. I was dissatisfied that the tires were rotated when clearly they should not have been. My son has no professional knowledge about servicing cars. There may have been erroneous instructions given to the technician but as a professional, he should have explained why the tires could/should not be rotated. My dissatisfaction was rooted in those two facts.
Regards,
[redacted]

Your correspondence was received & I will forward to the proper personnel to resolve.

We  are willing to settle with Mr. [redacted] in the amount of $1000.00,  once we have a " Hold Harmless Agreement"  signed by Mr. [redacted].   Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:First and foremost, my most sincere apologies for the delay on this action. But as barely stated before, although we survive Harvey the storm, our home was extensively damaged, my father in law has been hospitalized with cardio issues as well as my sister in law. All of this happening on the same date the delivery of the Toyota Tundra by salesman M.W. But perhaps to better reflect with a bit of better detail I will copying and pasting from emails that when back and forward from the persons whom I dealt with at San Marcos Toyota. First, my employer offers car buying services via [redacted] Buying along with services such as financing, extended warranties and GAP. While utilizing this process, once the auto of choice has been built online and based on the zip code given to search for such in an specified area that information along with my basic information was submitted to dealers whom have not only chosen to work under [redacted] buying services but also offer discounts to specific users on the system based on the automobile they may be looking for. So, that said, my information was submitted to 6 Toyota dealers in the San Antonio and adjacent areas that had in stock a Tundra as closed as I requested with either less or more options and I began the communications with them. Copied and pasted here will follow a series of correspondence with San Marcos Toyota individuals whom I communicated with a couple of time over the phone and via email. The main of the communication with San Marcos Toyota did began after I had already received OTD or out the door pricing from a couple of other Toyota dealers and actually had already picked one Tundra that not only had but 3 miles but also much better options to included leather custom seat and yet due to a comment made by the salesman which I believe to had been disrespectful I had continue my search but had already submitted Vin # to my financing for approval and the same one had been denied as value to loan was to high. The value to loan was up to 110% from the MSRP and its added options. But kindly see below: As you can see by now I have already given all information and responded with the upmost honest and full complete information on the other Tundra that I had been negotiating for until as mentioned before the same one was denied. Please see clearly the mileage stated and clearly shown for this Tundra 3 miles. So, over conversation over the phone with [redacted] my wife asked her how many miles the Tundra had,  she had provided information for and although stated over email it was on stock at this dealser as you can see by email I found later quite extraordinary that all of the other 3 Tundra's they stated they had in stock the pictures of it when from the Tundra parked in front of the dealer but not the one that [redacted] had sent me info on and that none of the correspondence show milage. Yet was told by [redacted] that it had the usual test driven low miles. So with that information we continue the process to included once again being denied as the loan to value was to high and that is with the explanation to my financing that the Tundra had the usual test driven miles. As most any one who has ever purchase, traded or sold an automobile the amount of miles is first and foremost one of the primary things used for the value of the automobile. We sent Mr. [redacted] of San Marcos Toyota an entired report made ny Edmunds a car value and information site an editorial that happened to mentioned this very fact and that if an automobile that was called a  new one had more than 300 miles it was advised to negotiated a lower price for it. We had tried to explained to Mr. [redacted] after his first explanation of the reason for the Tundra's high mileage which he stated was the fact that the truck was driven from another dealer in Waco to their dealer. Here he states a completely different reason. We were lied not only over the phone but also by all other information received from this dealser with regards to the Tundra as none of it had anywhere information of the milage of the truch and after further review non of their automobiles online include such information. We clearly understand the fact that the truck may had not being considered used as used due to being sold and registered by an individual and then resold back again by a dealer, that is not our complaint. Our complaint is that this dealser did not gave us the correct information and did not let us made the decision our serlve if we wanted to continue to negotiate for this Tundra up to and including giving false information to my financing institurion and insurance as I stated to them what was stated to us. To make matters worse as stated before, on the date of delivery my wife was just barely on her way home from taking our sick cats to vet, her dad in one hospital her sister in another and my self working and salesman in a hurry with documents that very nicely had this cute little sticky flags with sign here and intial here and his hurry cause they did not wanted to get into bad traffic and my mind just trying to do and accomplish several things at the same time that we believed what we had being told and I truly only looked at what sales man showed me with the cute little flags sign here and there that we did not noticed the true milaege of the truck until the next day when I when to call to have it added to our insurance and oh my Lord, I started reading my few pieces of paper given to me by salesman. We just could not believe it. Furthermore, due to their lie my financing changed (interest) and so did the insurance amount due to the value of it not as stated and not truethfull. Our email and phone conversations with Mr. ** had both stated the same thing, we are merely just wanting refund for amount of monies we would had negotiated for the truck had we been given correct information and would had decided to continue to negotiate for it. But we were not. He states that we are trying to extort out from this dealer and once again as stated to him verbally and over email we simply request for this dealer to do the correct and appropiate thing as we have even more correspondence and can also have all information submitted to my financing and insurance co. provided in prove of what we were told with regards to the milaege of this truck which most surely affects the true value of it. Mr. ** states that they lost monies on this truck, well they had according to their own submitted information to us 3 other trucks that they could had very easily submitted to us for review and consideration and they did not. Furthermore, when they agreed to be part of the [redacted] Buying service they are putting them selves in the position to truly negotiate to the best of their abilities as they guarantee by certificate discounts that if they do not feel they want to give to cusomers do not accept being part of such program. I did not put the value of the truck on it, I did gave very detail information on what the loan to value of the truck for financing was and as stated by [redacted] this dealer was not going to loose a sale over price evenhough from the very beginning they lie about how much the truck was going to be let go for (40K) and now he is upset about how much they lost? And yes we have the right and opportunity to state to Toyota Corporate via survey our experience with this dealer and furthermore where told by salesman to make sure to call them if we found that we could not given them all 10 on survey for any reaason. We called the following day from delivery of the truck, not only did sales man did nothing, as my wife is believing she is speaking to him she gets interrupted by someone elses voice who states he was the sales man manager who had being listening to my wifes complaint and he just did not let her know that the call had being transfer to him or the phone had being given to him. Goodness a thing from teenage years when you called someone but let somoone else get on the phone? So, yes of course we believed again that if we explained our disbelieve of what had happen with the mileage information as stated to us by salesman just to give them the opportunity to make things right in order for us to give them 10s on the survey. So, which one is it? we want to be treated fairly and asked for what was exactly we believed expected. But again, obviously not. Please be advice that we understand that by placing this complaint the same one may or may not motivate this dealer to do the correct thing by us. Due also please allow me to make sure that very well explain by now we understand this dealer is just not as reputable as we believe being a member of TLMODA who represents minorities businesses and whom my wife was so proud to find this out just to get slam by such inappropiate treatment and now statement by Mr. [redacted] Futhermore, not only the Toyota survey is still pending, but [redacted] buying services, my employers survey and Toyota new owners survey. Yet we will explained into detail as we have try here what is the truth and that when we asked for what we were told to do prior to answering any surveys to make sure we gave this dealer an opportunity to give them all 10s now I am being call an extortionist! The principal in all of this is that we had honestly dealt with this dealer and still yet come up being done and stated wrong.  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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: When I last spoke to Mr [redacted] on the phone, he told me that he would cover half the repair bill. The repair bill was approximately $3000, he asked me to send it to him, I did and he said he would go to bat for me to get us half of the money it cost to repair it. $1500 is needed to close this case. I was repeatedly lied to by this dealership in order to get me to buy the vehicle. I have those messages still. Anyway, I'm requesting the $1500 to settle this.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: nothing is getting addressed. So my next step is small claims court.
Regards,
[redacted]