American Auto Sales, Inc.

Per Modern Toyota's General Manager:
We did indeed sell Mr*** a Toyota Camry one year ago (7/1/14)Mr*** was informed at that time there was not a navigation system provided by Toyota so the only option was to install a non-OEM unit which we facilitated on his behalfMr
*** contacted sales manager Eric L*** on 6/29/and explained that the overhead console assembly had dropped down and the microphone for the navigation system was exposedIt was not readily discernable as whether or not this was due to the navigation install last year or whether it was just an issue with the overhead consoleRegardless, Eric contacted the installer and they promptly set up (at no charge to the customer) a repair visit to correct the issueAs to the damage on his vehicle, Eric L*** visually inspected a small dent and had our detail shop buff out the scratches that he foundThere is still some slight visible damage but very minor in scopeThere is no factory alternative to the navigation that the customer had installed last year and the unit is functioning properly at this timeIf there are any further issues with the navigation system Modern Toyota will promptly address as it is still under warrantyAny body repairs needed on the vehicle will be the responsibility of Mr***
Thank you

Could you please close complaint # ***...issue resolved

The customer was given two keys and a remote at time of deliveryThis is the standard for used vehicles and meets Modern Policy and GM Certified Standards
The customer had verbally asked the salesman if he could receive an additional remote and the salesman agreed
It was an offsite
delivery and the salesman did not remember to follow thru when he returned to the dealership
However, on 12/23/the additional remote was sent to him via USPSWe now consider this issue resolved
Thank you,
AC Hengler
General Manager

[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:
Thank you for your response dated August 14, The issue is not the direct contact we received from Modern Toyota, although I note that there were many more phone calls originating from your business than the five shown in your records (in addition to over a dozen emails since 7/13/2017).The cause of my complaint is that my personal contact information was sold or given to other businesses, potentially illegallyThe flood of emails and calls from dealerships around the country occurred simultaneously with our conversation with Modern Toyota's business development representative on 8/9/ It strains credulity to suggest that the two incidents are not related I accept your assertion that Modern Toyota does not provide consumer information to any "outside" agency If Modern Toyota does not wish to investigate the behavior of its employees further, that is your businessHowever, I reserve my right to pursue this matter and, if appropriate, initiate legal action against the individual(s) responsible If you provide me with the name and contact information (home and business) of the individual business development representative that we spoke with on 8/9/2017, I will close this complaint against Modern Toyota
Regards,
James ***

My SUV clear coat paint was damaged covered over entire truckThe toyota dealership Refuses to correct the damaged, I only asked them to restore the clear paint back to orginalI will take my truck to a professional painting company today to get an estimate and advice on how , why, this happen and the proper way to correct this damageI would like for the dealship to cover the cost in the repairsI just would like and honesty and trust worthy repair done on my SUVI will take the dealer the estimate today Jan08,2016 to the dealship on correcting the error the company made to my new SUV . The Toyota Dealership Refusese to Repair the damaged clear paintOn trying to repair it themselves they only washed and waxed the truck and left wax stuck wax in corners of the detailed areas. That is the reason I decline their offerOnly that the dealership pay for the cost on restoring my clear paint repair this will resolve my promble I have with this companyThanks *** ***

Modern Toyota is in receipt of the complaint issued and identified as ID #***We are familiar with this complaint and have made several attempts to address it with the consumer
Modern Toyota Body Shop did indeed initiate an interior repair to the vehicle in questionIt is important to
note that no body repair was conductedAt the completion, as a courtesy to our customers, we hand wash their vehicles prior to delivery and return
After the repairs were completed and the customer picked up the vehicle they noticed under fluorescent lighting that the clear coat of the vehicle had some markings that were noticeableThe customer contacted us, returned for inspection and as a courtesy we attempted to hand wax the area in question never using a machineOur process is the exact same for every vehicle and at no point in time was any machine used to clean and/or wax this vehicle
The customer was still not satisfied, so an appointment was made with *** ***, *** ***, and *** *** to review the situationUnder view the area could not be seenWe then pulled it into our service facility under fluorescent lighting and noticed what was deemed to be clear coat swirls for vehicles blue or black in colorWe then showed the customer new vehicles in the showroom with similar patternsThere were never any scratches notatedWe explained that there was no repair for such items and our contention is that the markings were likely there prior to any hand washing that we performed
We know of no way to correct an issue that we believe to be normalThe customer mentioned taking it to an expert in vehicle detailing and we encouraged such, stating if this company knew of a correction we would gladly look into completing itIf the clear coat was re-applied we believe it would look the exact same way it does now with no noticeable results of improvementAgain, our experience tells us that dark colored vehicles tend to show these markings time specifically under fluorescent lighting conditions and there is no repair to circumvent this condition
Thank you

Modern Chevrolet has received the complaintHowever, there are only a couple of things we feel we must address
First, we have been primarily dealing with the spouse on this issueShe has taken the vehicle numerous places for work and therefore we feel issues might not have begun with us
Secondly, the General Motors District Representative has been in touch with her within the last monthHe is working on a solution, whether it will mean fixing the issue or replacing the vehicle
As you can see, Modern Chevrolet has basically been removed from the situation since General Motors is determining what to do
Thank you!

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12176052, and find that this resolution is satisfactory to me. We will accept the offer of Modern Chevrolet to work with us to find an IDENTICAL truck for the same OTD (out the door) price as was quoted to us on the truck that was sold on Saturday, May 20, We also agree to Modern Chevrolet's offer to deliver the truck to Georgia Also, before the commitment is made, it is vitally important that we know the details of the financing; specifically the interest rate and terms of the amount to be financed I may be reached on my cell phone at 706-540-anytime
Regards,
Revonda ***

We did reach out to the customerWe are sorry they are dissatisfied with the product. The information was passed to General Motors technical assistance team. The response from the technical assistance team was that the noise was a operating condition.We are not able to fix conditions that are deemed operating conditions. The customer may call GM Customer Assistance, 800-462-8782, if they would like to dispute the manufacturers conclusion.We will keep the customer informed if any service bulletins come out in the future to address the customer's satisfaction issue. However, there is nothing more that Modern Chevrolet can do for the customer at this time Thank you

First, our apologies for not replying sooner.  We did not receive the previous notification of complaint.As of today, the General Manager says that the complaints have already been discussed and the gentleman will be bringing his vehicle in on March 24th to have the requested work...

performed.Thank you.

This customer was upset that he could not use his GMC vehicle as a qualifying vehicle for the “Chevrolet” loyalty program.  Also, General Motors (GM) mailed him a GM card mailer that stated he could use up to $4,200 in GM card points; however, they limit that to $3,000 on the...

2018 Equinox he was interested in.  Our General Sales Manager (GSM) tried to compromise and help him with a purchase by giving him $1,500 more for his trade than what the flyer said. The flyer said he would be given $8,000 and we gave him $9,500.  The GSM is contacting the customer to try to again explain this to him.   We sincerely want to sell him a new Equinox and hope we can come to an agreement with him.

Please see the below note from the Guy Wade, General Manager of Modern Toyota of Boone.
Dear Ms. [redacted],
We at Modern Toyota of Boone are very sorry to hear the issues with your Tire Pressure monitoring system. My name is Guy Wade and I’m the manager here in Boone and would love to make you a...

happy customer. Please contact me at 252-347-5900 cell. I would like to talk with you and find a solution for you.
Thank you.

Final Consumer Response /* (2000, 11, 2015/09/28) */
Received voicemail from [redacted], indicating that dealership is now actively working with her to address her concerns.
Revdex.com will close complaint at this time, but Ms [redacted] can contact Revdex.com to have case re-opened if necessary.

In regards to this customer’s complaint, we have determined that all communications with them have been reviewed and the calls placed are noted in our computer system as follows: 5/20/2017 9:29:05 AM; AN OUTBOUND CALL WAS MADE BY Mike [redacted] ON 5/20/2017 CALL DURATION: 00 hrs. 03 mins. 33...

secs. STATUS OF CALL: COMPLETED (This call informed the customer there was another customer coming in about 2:00 to purchase the truck) 5/20/2017 10:31:37 AM; Mike [redacted] on his way from Georgia will be here between 1 &1:30 5/20/2017 10:34:31 AM; Sunny Trivette Mike tried to get a deposit, but Colin is just going to wing it. 5/20/2017 11:18:50 AM; Robert Dilmore truck is in detail 5/20/2017 1:41:53 PM; Sunny Trivette He said it's going to be closer to 2:30, still doesn't want to put down a deposit, and knows there is a customer supposed to be here at 2pm. 5/20/2017 2:47:36 PM; Sunny Trivette He's here now and the truck is sold. Looking for something comparable.  5/20/2017 4:40:56 PM; Sunny Trivette Found other trucks, but they weren't blue. He left and is upset.    The other customer was here at 2:00 and a price was agreed upon.  Paperwork was in process when the customer in this complaint arrived at 2:47.  We did attempt to find another truck on the lot as well as at other dealerships (i.e. the use of the computer as mentioned in the complaint).  None were acceptable to the customer due to the color of vehicles found – they weren’t blue.   The General Manager spoke with them and told them that the incentives requested by the customer were no longer available after that day per GM Motors.  However, we offered to sell them another truck when the incentives are available and to deliver it to them in Georgia. We feel we have made every effort to find a vehicle at the price the customer wants and we will continue to do so if he so desires.  However, at this point in time no incentives are being offered.   Thank you.

I have reviewed the response made by the business in reference to complaint ID 11005773. The events cited in the response does not resemble my purchase from them. Regardless, the net result is that the dealer mailed the outstanding obligation (remote FOB) and I find that this resolution is satisfactory to me. 
Regards,
[redacted]

Modern Toyota is in receipt of a complaint identified as #[redacted]. The circumstances have been researched and we have found that there was indeed some correspondence between our Business Development team and the potential buyer. The email correspondence from Modern Toyota to the consumer stated...

that “I think $300 per month is a reasonable goal”. While we did not confirm or address the 0% APR question from the consumer, we were only attempting to engage in a transaction where we could review solid information, credit worthiness, and trade evaluation. We in no way were attempting to deceive or mislead the consumer. Deceptive practices are not how we operate.
0% APR is for a 36 month term and the goal of $300 per month would mean the purchase price of a vehicle would have to be $10,800. This is simply not possible since the MSRP of the vehicle of interest is $21,368.00. Our goal was to extend the term and utilizing dealer cash by the manufacturer to offset the interest charge in essence providing 0% in the form of a reimbursement by discount. This was our attempt all for the benefit of the consumer. In other words, there would be an interest charge but the dealership would utilize discounting to compensate the consumer for any interest charges incurred. This practice is very common in our industry since the manufacturer will provide the dealership with a special APR or a sum of dealer cash to offset some of the interest charges. If we failed to communicate this properly we apologize.
The goal of $300 per month with a discount to offset any interest charges is realistic assuming credit worthiness and the ultimate value of the trade vs. the payoff that is owed. We are willing to assist if the consumer is interested in pursuing this option further.
Thank you,
Modern Toyota

The 2009 GMC Acadia owned by [redacted] was towed to Modern Chevrolet. The customer stated that they had already had their fuel pump replaced elsewhere.
The customer’s complaint was that the vehicle had no power when the accelerator was applied. The diagnosis was a clogged catalytic...

converter. The catalytic converter was replaced at the customer’s expense. After the repair, the vehicle had power when the accelerator was applied so the repair corrected the original complaint.
During a quality check before returning the vehicle to the customer, the vehicle was also diagnosed with a misfire and excessive timing chain noise. These conditions were not related to the loss of power. However, there is a special bulletin from General Motors which extended coverage on the timing chains to cover this repair. The timing chain was replaced at no cost to the customer. The vehicle was test driven and no further misfires or loss of power occurred.
However, the low oil pressure light came on during the quality check. Following General Motors repair guidelines the diagnosis was a failed engine oil pump. The engine oil pump was replaced at customer expense. The vehicle was then quality checked again. During the quality inspection the low oil pressure light appeared again. Following General Motors protocol it was determined that the next step was to test the internal functions of the engine. Upon testing, the engine had failed. Modern Chevrolet asked General Motors on behalf of Mrs. Meadows for assistance. General Motors agreed to partially cover the engine even though it was out of factory warranty. The customer was reimbursed by a credit towards the engine repair for the oil pump repair that was not successful.
The vehicle is now in good running order. The customer has now paid their agreed upon portion of the cost.
General Manager of Modern Chevrolet

I am rejecting this response because: The response the dealership quoted was to this email "If I do like it I will not be putting money down, trading in a '12 civic si that will most likely break even [owe potentially around 14,000] (except for that $1000 incentive thing may make it in my favor) and I will have to have the 7yr 100k mile warranty along with gap insurance at 0% with a $300 payment or I will just stay with my current vehicle.As long as you respond letting me know that should be possible I will plan on heading that way after work." I do not feel like any business in good conscious could say that I was not lied to, in their resolution they acted like I did not specify how much my trade would be worth or that I would require zero percent interest not some 84 month term. Quoting the MSRP and the value the vehicle would have to be at 36 months are both irrelevant numbers when it comes to how much cars are sold for and what I was advised.That was an oily reaponse in my humble opinion and if that's the best I can receive from you I will take my business back to the smaller companies where I don't feel like I am talking to the old used car salesman stereotypes.  I may pay more but it seems like it will be worth it.Regards,
[redacted]

We are very sorry to hear of your dissatisfaction with Modern Toyota. Our records with the credit bureau will only allow us to go back 30 days to check credit inquires. The only way anyone can inquire about your credit or send your information to a lending institution is if you supplied us...

with your personal information such as Name, Address and Social Security number. There is no possible way to inquire about credit without obtaining this information from you.  We will be sending letters to the credit bureaus asking that all 4 credit inquiries be removed.  Hopefully, they will accept our letter and remove them. Please reach out if we can help you in any other way.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12404693
I am rejecting this response because:
This answer is unacceptable. Again, you. Annoy just seem something as “normal” and make it go away. It is not normal and we have driven other Suburban’s that do not make the noise what so ever. This is just an attempt to sweep an issue under the rug. This response is unacceptable. Please come up with another solution. I will await you new solution.
Regards,
Raymond [redacted]