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Good morning [redacted] -I am responding to Revdex.com case # [redacted] We have reached out to [redacted] and apologized for the clerical error and explained how it happenedWe also agreed to reimburse her the differences in her taxes due to the county for her personal property taxes of $We believe we have satisfied herThe last couple of times we have been corresponding by text, just because it seems like it's easier for her and her schedulePlease feel free to reach out to me if we need to do anything elseWe take pride in trying to make each and everyone of our clients completely satisfiedOccasionally we screw up, but ALWAYS try to make it up in some wayThank you for your time.Sincerely, Mike [redacted] General ManagerRosner Toyota of Fredericksburg(540)710-desk

Good morning [redacted] -After reading Mr [redacted] concern, I agree with himWe will be refunding his requested $***We have attempted to contact Mr [redacted] on two occasions, and he answers (we think), but you can't hear anybody on the other sideI will continue to reach him, but his refund of $***is in the mail by this afternoonMy only concern with this whole thing is, he never contacted me at all before he chose to contact you guysI would have made this decision with or without a contact from the Revdex.comPlease feel free to reach out to me if you have any further questions.Thank you,Mike C***General Manager Rosner Toyota of Fredericksburg [redacted]

Tell us why here
My name is Chris C***, Sales Director at Rosner Used Car Super Center. I understand Mr*** complaint he submitted. We do have fees that we charge such as reconditioning and processing fee, DMV taxes and tag/title fees. We do our best to be transparent
and provide all our fees upfront to our customers. In the disclaimer at the bottom of all our vehicles, new and pre-owned (see below) It does state that there are additional fees on all vehicles. In particular, with the pre-owned vehicles there is additional reconditioning fee.
Our intent is to provide an upfront and straight forward business approach to our customers. I do not take any complaints lightly and wish to speak with Mr*** directly with his permission. I have reached out to Mr*** with a voicemail today 3/31/2016 at 3:35pm to help with a resolution.
***All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracyThe prices shown above, may vary from region to region, as will incentives, and are subject to changeVehicle information is based off standard equipment and may vary from vehicle to vehicleCall or email for complete vehicle specific information
*Additional Manufacturer Rebates may be available to reduce your ROSNER price further! Please contact the dealer for additional manufacturer rebates that may be available that could reduce your price further! ROSNER prices include current manufacturer rebates and factory incentives, some of which may require financing through the manufacturer and are therefore subject to credit approvalAdditional factory rebates from certain manufacturers, such as first time buyers, recent college graduates, veterans and/or active members of the military, owners of competitive makes, loyalty rebates etc, may be availableROSNER pricing may not be compatible with special factory financingROSNER prices are valid based on manufacturer incentive program time periods.We make every effort to provide accurate information, but please verify options and price before purchasingAll vehicles are subject to prior saleAll prices are special internet prices onlyAll financing is subject to approved creditAll used vehicle prices exclude Tax, tags, reconditioning fees, and processing fee of $in Virginia additionalAll new vehicle prices exclude tax, tags, and processing fee of $699.***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
(Please remove this section if needed. Thanks for Revdex.com for acting on my behalf. I work essentially jobs and with traffic, etc etc do not have time to deal with this conveniently in person with the dealership. My full time work has a strict attendance policy that makes it difficult to take off on short notice for matters such as this. And thanks for Rosner for agreeing to refund the original deposit on the ***. Oliver from the Used Car Service was great to deal with and gave it his best to fix the ***. My overall experience with the dealership was positive until they had chosen to not refund the deposit on the ***. Thank you very much to both parties with getting this resolved

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***.I am unable to verify that the original ad I read on Autotrader.com stated that the price of the car did not include a reconditioning fee or processing fee, as the ad appears to have been removed from the Autotrader website In doing a similar search for *** *** *** models priced under $on Cars.com, I found this ad, which states "Internet prices exclude tax, tags, processing fee and destination" There is no mention of a "reconditioning fee" in this ad.***When I called the dealership to inquire about the availability of this vehicle, I specifically asked James N*** what additional fees I would have to pay to purchase this car above the asking price mentioned in the Autotrader ad He told me at that time that I would have to pay a $processing fee in addition to tax, title and tag He did not mention anything about a reconditioning fee, which is rather substantial in this case.The listing for the car on your website does state, in small print, that the price does not include reconditioning fees and a processing fee of $ But this is in small print at the bottom of the page, not in the description of the car where most potential buyers are likely to see it Adding in the reconditioning fee and the processing fee takes the true cost of the car ABOVE the market price, so any claim about "savings" is misleading, in my opinion.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

I am responding to Revdex.com Case #[redacted], case concerning Sheehy Toyota and client [redacted]. I spoke to [redacted] on May 15th, 2017 and agreed to reimburse her for the repair in question. This is a one-time “goodwill” repair per Sheehy Toyota based on the fact that I agreed that I feel the communication...

could have been better. She agreed and I think was happy we were reimbursing her for the repair.

Good morning [redacted]-I'm sorry for Ms. [redacted] predicament. I did speak with her and provide her with a copy of the attached contract she signed while in the business office. Unfortunately, we are unable to amend this contract at this time. I told her that I've never heard of a contract...

that didn't have an expiration date as far of years go. If one does exist, we have never sold those. Every contract sold at Rosner has both a expiration date, and mileage cap. These are explained in detail during the delivery process. I believe her concern at this point is her car needs I believe some suspension repairs that exceed $1500.00. As a one-time "Goodwill" gesture, I offered to repair her car for her at a substantially lower price. I believe it was less than half. The conversation I had with her was awhile ago, so I may be a little off in my figures as far as her current repair needs price. We strive to always provide total transparency, and above board customer service. Please feel free to reach out if any other info is needed.Thank you, Mike C[redacted] General ManagerRosner Toyota of Fredericksburg[redacted]

Revdex.com:
I don’t dispute that year or mileage type of warranty is the standard of the warranty offered by Rosner Toyota, I just wish that I was aware of it sooner. It was my first Toyota. My previous car was [redacted] with 100K warranty and no time restrictions. I wish, someone would have told me: yes, you have doubled your miles covered, but the time limit is still 5 years! Copy of the warranty wasn’t in the document packet I received when purchased the car. But my file in Toyota contained two copies of it. I was aware of the problems with struts since April. I also needed to change breaks and fix rotors because of the vibration in the steering wheel while driving and breaking. As a single full-time employed parent, I depend on my car and I just couldn’t find time to leave my car at the dealership for the inspector to come and approve struts repair and the rental. I wanted to do it all in one time. If I knew about warranty expiration in July, do you think I would have waited with the repairs? Of course no, I would have done it right away.As for the offer, I wasn't sure if it was serious. What was it exactly?
Regards,
[redacted]

Good morning [redacted]-After reading Mr. [redacted] concern, I agree with him. We will be refunding his requested $[redacted]. We have attempted to contact Mr. [redacted] on two occasions, and he answers (we think), but you can't hear anybody on the other side. I will continue to reach him, but his refund of...

$[redacted]. is in the mail by this afternoon. My only concern with this whole thing is, he never contacted me at all before he chose to contact you guys. I would have made this decision with or without a contact from the Revdex.com. Please feel free to reach out to me if you have any further questions.Thank you,Mike C[redacted]General Manager Rosner Toyota of Fredericksburg[redacted]

Hi [redacted]-My name is [redacted], [redacted] of Rosner Toyota of Fredericksburg. I have called and have spoke to Mr. [redacted] concerning the mail that we continue sending to his deceased mother. I have apologized and explained the problem Mr. [redacted]. The problem is, we purchase lists through our...

various advertising companies. Everytime we purchase this list, that same name and address keep coming back. These are public records through the state of Virginia. For some reason, I'm not sure why, wherever they purchase this information from, still has not been notified of the death of [redacted]. She is not even in our system, and viewed as Conquest data that we purchase. I don't know how to remove her from whatever record she keeps popping up on. However, I have told all of our advertising agencies to remove her from any future lists we pull before the mail is mailed. I assured him that we are not purposely trying to antagonize anyone through our advertising, and realize that from a consumers standpoint, it's very frustrating. [redacted], please find the letter I sent to our advertising agency requesting this removal. I also told Mr. [redacted] that I removed him just in case. Thank you very much for your time.Sincerely,[redacted]
[redacted]
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Good morning [redacted]-I am responding to Revdex.com case #[redacted]. We have reached out to [redacted] and apologized for the clerical error and explained how it happened. We also agreed to reimburse her the differences in her taxes due to the county for her personal property taxes of $100. We believe we have...

satisfied her. The last couple of times we have been corresponding by text, just because it seems like it's easier for her and her schedule. Please feel free to reach out to me if we need to do anything else. We take pride in trying to make each and everyone of our clients completely satisfied. Occasionally we screw up, but ALWAYS try to make it up in some way. Thank you for your time.Sincerely, Mike [redacted] General ManagerRosner Toyota of Fredericksburg(540)710-8519 desk