Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Contact Name and Title: [redacted] , CRM Contact Phone: XXX-XXX-XXXX ex Contact Email: [redacted] @toyotaarlington.com Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota But, customer [redacted] has no history hereWe do however have information on a customer [redacted] Min and a [redacted] with the vin ending with #XXXXXX with XXXXX miles as being here on [redacted] 10:29am RO# XXXXXXHad the customer not hung up on the lady assisting him, a manager was there to assist him in finding the correct information and assure him that all had been completed on [redacted] s he is already aware ofNoArlington Toyota will not pay for another mechanic of their choosing to inspect the work completedWe will however welcome [redacted] back to Arlington Toyota so he may go under the Ravwith a certified Toyota mechanic to re-inspect the work already completed Final Consumer Response / [redacted] (4200, 12, 2014/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) IS it "name calling" to just point out what my experiences were when I visited you guys? Incompetent: You guys couldn't keep an appointment for meOne that you guys called me for saying you had parts for my recallWhen I arrive, and I spoke to the gentleman helping me, he replied he couldn't find my name nor [redacted] and for whatever reason he couldn't/ wouidn't look it up by my phone numberHe also informed me that there are no more parts to do my recall for me Disorganized: When I then spoke to the woman at the end of the rows of desks she stated that I indeed had a appointment, under the name [redacted] There are also parts available to complete my recallThis is where the gentleman first helping me gets very defensive, however the woman states to me that the car will be fixed.(by the way no one apologizes for anything, everyone just blames another person or your guys' two appointment keeping system)Fast forward to [redacted] where I get a call saying that the parts for my recall are now in and you guys can complete my recallHow is this a sign that your organization is organized? Dishonest: One person tells me there was no appointment, another person tells me there is, on person tells me there are parts, another person tells me there aren't parts, one person tells me the recall can be complete, and then later one person tells me that the recall can be completedAll of those can't be true for your organization to be honest Listen I'm not asking for much, now that I took the car to Grossinger Toyota, they told me that you did the control arm recall, but not the computer program recall, which Toyota tells me not every dealer ship has the ability to do which maybe why you didn't tell me about that when I went January 8th or in your phone call to me [redacted] 5thI have peace of mind now that I know this car is safe to drive However at no point in any of my conversations with you or anyone at your organization has anyone apologized to me without immediately blaming me for providing exactly two names For instance you said that : "Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington ToyotaBut, customer [redacted] has no history here." That is a cop out apology because your not: Taking ownership of your mistake, you don't apologize for messing up my appointment and for causing undue stress You shift the blame to me by saying that I provided two names, but I always provided those two names to everyone that asked for my appointment informationThere should have been no confusion Either you are lying about the fact that you don't have any records of having " [redacted] " in you record or the woman at the end of the table was lying when she confirmed that it was for ***, and not for [redacted] You have made no sincere apology for any of the stresses you caused me and everyone who depends on that car to get aroundYou had many opportunities, such as replying even once to the email that I sent, or replying to the voice mail I left, or in these Revdex.com filings, or when I filed a complaint with Toyota customer connect, and they requested you get in contact with me and all you basically said was to go to another dealershipYou've had so many opportunities to apologize and own up to your mistakes, but you didn't If you honestly feel like you shouldn't have to apologize, then obviously don'tIf you honestly feel like everything I stated is how your company should behave like in similar situations then by all means continue doing what you're doingBut you should know that a lot of this didn't have to happen the way it did Final Business Response / [redacted] (4000, 10, 2014/02/06) */ We will not stoop to [redacted] level of name calling of "incompetent, disorganized and dishonest"We are sorry Mr [redacted] is not willing to work with Arlington Toyota by using the invite to have a Toyota certified mechanic escort him under the Ravto show him the work completedThat is his choiceI'm sure I will make this offer to him again as he has opened a "customer connect" case with Toyota CorpI will also offer a chance for him to take [redacted] Ravto any other of the local Toyota dealerships for the same inspection Arlington Toyota considers Mr [redacted] Revdex.com case closed as no further offers will be made as in Mr ***' own words he cannot trust Arlington Toyota
Initial Business Response / [redacted] (1000, 5, 2014/04/07) */ Contact Name and Title: [redacted] CRM Contact Phone: XXX-XXX-XXXX ex [redacted] Contact Email: [redacted] @ToyotaArlington.com The customer has had vehicles serviced with Arlington Toyota in the pastA Ravwhich was last serviced 4/29/And a Camry with a last service visit 4/12/I have run both VIN's against Toyota's [redacted] and both cars are showing "no open recalls" as of today 4/7/14.The customer may have received an interim notice(letting the customer a recall correction is in the works)If this is the case Arlington Toyota will gladly repair a vehicle once a correction has been releasedThe customer did not state what is wrong with either of the vehicles so it's difficult to assume what his concerns may be Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It doesn't surprise me that Arlington Toyota can't find a record of servicing my truckIt took them a half hour to find it when I went to picked it up this morning I received an email from Arlington Toyota's customer relations manager late this afternoon requesting additional informationI provided him with the information requested which he indicated will be shared with Toyota CorporateI eagerly await their response Final Business Response / [redacted] (4000, 9, 2014/04/08) */ I have contacted Toyota Corpon behalf of this customerI will be forwarding all information and give Toyota my full assistance on any additional information they might needArlington Toyota was always willing to work on customers TacomaWe just didnt see any open recalls from Toyota's National Service HistoryTherefore we were unable to proceed with any repairs fro the frame concerns
Initial Business Response /* (1000, 5, 2015/03/12) */
Contact Name and Title: *** *** CRM
Contact Phone: XXX XXX-XXXX x
Customer purchased Toyota Extra Care Platinum warranty at time of vehicle purchase, which is indicated on the bill of sale and signed by the
customer
Customer's warranty claim for Feb 3rd service visit at another dealership was denied because it was determined by Toyota warranty dept that the issue with the car was due to abuse of the motor while attempting to extricate his car from a snow bankThe warranty does not cover accidents or issues that occur as a result of suchCustomer has used his warranty for other repairs before the event on Feb 3rd and the costs were covered by his warranty
In conclusion, the extra care warranty the customer purchased has covered and paid for what it was supposed toIt does not cover issues as a result of an accident
I would like to begin by telling you that I have been a true *** lover for many years, as my family currently owns ***sI have decided to purchase yet another *** for myself and thus decided on the new *** Camry SE I called in to several places and according to what I was told about the availability, we went in to the Arlington *** (North Rand Road, Palatine, IL) with the hopes of purchasing this new vehicleOver the phone a lady by the name of May stated that they are offering another model with miles that they are advertising in the newspaper as wellI went in with an open mindset about looking at the and modelWhen I arrived at the showroom, I was told by the general manager Mike *** that the car was “never available and that they should have never told us that on the phone since they have been sold out of those for a while now”Then we let that go and agreed to look into the modelsWe had liked a certain color and interior, however, they did not have that available and the manger stated that he can only give us a good deal on a car on his own lot, otherwise it would be hard to negotiate a good dealTherefore, we decided to go with a car that he already had on his lot, for which he wrote down his offer and agreed to itWe provided a quote from another dealership which they promised to “match and even beat, if the car is already on the lot”, based on which we started negotiating the car we had selected from his lotHe proceeded to discuss and write down the details of the purchase and we continued to negotiateThe manager quoted us $21,without the incentives and after going back and forth on his price about times and for close to hour, we settled on $22,250, which was his final offerAfter mutual agreement, the sales consultant by the name of Ricky *** went to get the final printout from Mike, which was now made with a price of $24,costing us at ~$27,after taxes! Ricky agreed to the mistake by his manager and went back to get it corrected since the manger had agreed to the correct amount with usRicky also stated that “Mike has been making mistakes all evening”Our excitement soon turned into utter disbelief and disappointment when Ricky came back to us saying that this was the right price and that Mike wasn’t willing to go back to the price that he had originally promised usWe requested speaking to Mike and instead of admitting to his mistake; Mike created a scene by coming back furious and very rudely stated that “I do not want to sell you a car”At this point, the entire sales staff was surrounding us with Mike yelling at usWe were extremely polite with everyone and excited in fact since car buying is an exciting moment for any familyMike continued to express his anger and instead of admitting to his mistake of having misquoted us and going back on his word, he embarrassed us in front of everyone and proceeded to threaten to call the cops on us Then we asked to speak with the owner of the dealershipThen Mike lied to us and stated that he is the general manager as well as the co-owner of the dealership (which is incorrect based on their website)After this happened, Mike changed his tone and got flustered and asked us to purchase the vehicle from him, saying, “it’s the best deal”We were astonished with his change in tone a moment after threating to call the cops on us and embarrassing us and yelling, “I don’t want to sell you a car”At this point, we decided to leave the showroom, telling him that we would be writing about this to ***He even denied to giving us his complete name or business card (which we found on their website instead)I have never experienced a worse costumer service, and it was a true embarrassment to myself as well as my familyWe have always liked *** and hope to continue business with this company so long as we do not have to encounter such humiliationWe request you humbly to look into this matterWe even have the price sheet we worked off of, in case you would like more information from us
Initial Business Response /* (1000, 5, 2015/01/21) */
I called and left *** *** a voice mail stating "Arlington Toyota will give *** *** the full purchase price towards her trade in of her Toyota 4Runner and will sell her the new Toyota vehicle of her choice excluding the AWD
Sienna"
I asked that she return my call so I may set up an appt with our General Manager *** *** and General Sales Manager *** *** I gave my phone and *** to assist her in doing so
Initial Business Response /* (1000, 5, 2014/09/15) */
Arlington Toyota is sorry the customer feel that their car was damaged while in our shopUnfortunatly I have repair orders stating differentlyThe 1st is from 8/2/ROXXXXXX clearly states on back "seat damaged near switch"The 2nd
RO dated 8/19/also states "note: outter seat trim(w/switch assy.) Damaged prior to seat tract replacement"
As the damage appears to be there when the Sienna 1st comes in on 8/2/Arlington Toyota will not pay for the complete repairBut we will however stand by the Service Managers offer of paying for the labor 2hrs to replace the damaged parts if the customer wishes to work with us?
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spent an hour under the front of that seat looking for loose wires the day before bringing it into the shopIt wasn't damagedLook at the picture of the front seat trim that I attached to this responseMy eyes were inches away from this plastic trim and this damage would have been obviousIt is also obvious that the only way this kind of damage could have occured is when it was taken apart and reassembledI have comments with respect to the dealer's repair order:
1) The 1st one states "Seat damaged near switch"This damage in question is not near the switch which is on the side of the seatIt is in the frontThere is no damage near the switch that is visible from the outsidePerhaps he was referring to something on the inside of the trim
2) These comments don't meant anything in the grand scheme of thingsThey don't prove that the damage didn't occur during the estimate visit or the subsequent repair visitBoth visits required removal of the trim and comments are written up by the same person that took it apart, not some person in advance that never laid hands on it
In short, I appreciate the offer of paying for the hours of labor, however they are still asking me to pay for parts that they brokeI understand that their mechanic is saying that it was damaged BEFORE they started working on it and it is my word against his, but ask yourself the obvious questionHow many Toyota Sienna vans (that weren't involved in an accident or pulled apart for repairs) have come into this dealership with this kind of damage to the seat trim in the past years? I am guessing very few to none out of the thousands that were soldThe odds of BOTH of these things (the required disassembly of the seat trim and the damage to the seat trim) occurring in the same car in the same time period without being related are slim and noneI am not asking anyone to admit fault or wrongdoing here but to believe that these issues are not related requires the willing suspension of disbelief
Again, consider the odds against this happening like the dealer is suggestingI understand that they are supporting their employee vs the clientI respect that, and have been in the same position with my employees, but you needs to consider the circomstances and look at the damageThis happened when it was pulled apart and the only time that occurred was during the estimate/repairThere is no other plausible explanationIf there were I would happily accept the dealership's offer and move on but there simply isn't
Final Business Response /* (4000, 11, 2014/10/03) */
Even with clearly documented history on this Sienna's damaged seat trim panel, Arlington Toyota wishes to make a happy Toyota customerWe are willing to goodwill this repair at no expence to the customer as long as he is willing to sign a "goodwill release" formPLease have the customer call and make an appt if this is somethine he is interested in doingAgain a release form must be signed before any goodwill work can be completed
I have a Camry I bought at Arlington Toyota, my dad has a Camry my mother has Venza and we also have a runner and we have a 4Runner all bought from same dealerAs customers we have stayed loyal to this dealerRecently I found out that my Camry had a so called recall that the car was burning oil and the pistons were bad and if it wasn't fixed the engine would blow up and car would pretty much become junk!!! Toyota is saying that they sent us a letter which THEY NEVER DID and now they won't help me fix the problem they are saying it's my fault!!! I have to cough up thousands of dollars to fix the issueI called corporate and they told me sorry I had until October of this year to fix the problem on us so they are saying it's my fault and for just months they won't fix it!!!!!! One of the service managers tells me well go buy $oil top it off every to weeks or take it to *** they won't know what the problem is sell it to them and buy a car from them??? Really???? That's the best answer they could give me??? I will never ever get my cars serviced there or ever buy a Toyota for as long as I live my parents won't buy and all my relatives that have Toyota will never buy and are so very disappointed with them and how lousy their service is and how they degrade women and how much they lie!!! But they can't degrade me as a woman I fight back they think they can talk down to me but they are wrong and know it!!!!! I will share this message every single time and I will message corporate as well and will never ever do business with Toyota ever again you guys are terrible!!!! VERY DISAPPOINTED!!!
This place is full with professional liars and the customer support is complete garbage
I referred my girl friend and she bought a *** the same dayThey hassled us for the additional warranties and services and we wanted to think about itWe were told we could cancel within hours and we agreedThey have a referral program going on, which you fill out a sheet and they would send you $via mailI was told by this person who was on our backs about going with the additional services, that the money will be received within 1-weeksThe next day we came back and canceled the additional services due to being pretty pricey "additional 3k" and he was giving us attitude, raised voice, and being a smart ***weeks later I contacted their support via email from their support system located on their website and explained the situationI did not receive a single reply so I sent another email a week later "been weeks so far" and threatened to leave a bad "legit" review if I did not receive anythingwithin a hour I received a reply and then a phone call in which I spoke to someoneI was then told that the sales person had mixed things up and the payment would be received within 4-weeks and that person would give me a call back once he confirmed and tracked it downI never received a call back from that person and it has been past weeks and nothingI sent multiple replies to the person who was "supposedly assigned" to help me and not a single replyHow badly this person typed, you would think It was a botThis place is full of liars and people who don't know what's going on or how to correctly do their job
Stay away from this place
On 10/18/I went to buy a Toyota Prius V at Arlington Toyota Scion located at *** * *** **, Palatine, IL *** Thinking I would be there for a short period of time, I brought my wife and my two daughters with me, which are under two years oldWe worked with Carlos who was our sales person, it came time to go to the financial office to do the paper work, after completing 90% of the paper work, Jimmy *** the business manager told us we have 3.99% interest for months, They told us it was 0% interest for months and after being there for eight hours with tow kids Jimmy *** and Matthew *** also the Finance manager, went back on there wordThey made a mistake by offering us 0%Eight hours my kids that are under two years old my wife and my self, waited waited and waited and at the last minute no car because the mistake they made including the dealer managerThe next day o called Matthew and Jimmy, and they said I was declined, for what reason ? they didn't give me oneI recommend people stay away from this dealer because there is something fishy going on, I will not recommend this dealer to no one, never
Arlington Toyota has spoken with [redacted] on this matter. Unfortunately an addendum to the lease to allow extra mileage for an increase in payment is not an available option. Arlington Toyota discussed trading in [redacted]'s lease to then get a newly leased vehicle with a...
contract that would allow the extra mileage as she requested, although this option would have increased her payment by too much and therefore was an unsuccessful option. Arlington Toyota and [redacted] have discussed when turning in her lease when the lease is up that it would be $1,300 dollars as an extra charge due to over mileage and is still cheaper than getting out of her lease early. Arlington Toyota apologized to [redacted] for unclear information given on her lease and we will assist her as much as possible when her lease is up to make sure all will be well. [redacted] is satisfied and the situation is rectified.
Initial Business Response /* (1000, 5, 2014/03/10) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@toyotaarlington.com
Sales Manager [redacted] is correct. Any customer seeking a refund on a credit card MUST return in person...
and have the same/matching credit card. This helps protect the customer incase of identity theft. Arlington Toyota appogolizes for any inconvience with having the customer return but we do this for their and our protection.
Final Consumer Response /* (2000, 12, 2014/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2014/03/11) */
I have spoken with General Manager [redacted] and he has given his "ok" to go ahead and proceed with the refund without [redacted] having to return to Arlington Toyota. I did call and leave her a voicemail on the phone #XXX-XXX-XXXX asking [redacted] for her complete card information as we do not have that information on file. She may contact me at XXX-XXX-XXXX ex [redacted] if that is an incorrect contact number.
Initial Business Response /* (1000, 5, 2014/04/07) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@ToyotaArlington.com
The customer has had 2 vehicles serviced with Arlington Toyota in the past. A 2011 Rav4 which was last...
serviced 4/29/12. And a 2007 Camry with a last service visit 4/12/13. I have run both VIN's against Toyota's [redacted] and both cars are showing "no open recalls" as of today 4/7/14.The customer may have received an interim notice(letting the customer a recall correction is in the works). If this is the case Arlington Toyota will gladly repair a vehicle once a correction has been released. The customer did not state what is wrong with either of the vehicles so it's difficult to assume what his concerns may be.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It doesn't surprise me that Arlington Toyota can't find a record of servicing my truck. It took them a half hour to find it when I went to picked it up this morning.
I received an email from Arlington Toyota's customer relations manager late this afternoon requesting additional information. I provided him with the information requested which he indicated will be shared with Toyota Corporate. I eagerly await their response.
Final Business Response /* (4000, 9, 2014/04/08) */
I have contacted Toyota Corp. on behalf of this customer. I will be forwarding all information and give Toyota my full assistance on any additional information they might need. Arlington Toyota was always willing to work on customers Tacoma. We just didnt see any open recalls from Toyota's National Service History. Therefore we were unable to proceed with any repairs fro the frame concerns.
Initial Business Response /* (1000, 5, 2014/07/01) */
Contact Name and Title: [redacted], CRM
Contact Phone: XXX-XXX-XXXX ex9801
Yes, Arlington Toyota made a mistake/human error when ordereing the 2014 Highlander LE. It was ordered as an LE PLUS. Changing the over all cost by over...
$700.00. Once Sales Manager [redacted] was informed of the problem he offered to split the difference with the customer. The customer wanted nothing of this. He wanted the total difference as compensation for the error.
Sorry the customer did not appriciate the efforts of the customer service rep. but its difficult to work towards a solution when one party is not willing to also make some concessions towards a mutual sale and purchase of a new Highlander.
As the customer stated that he "can't imagine purchasing a vehicle with them at this point". Arlington Toyota agrees with the customers comment and since Arlington Toyota has already refunded his $1000.00 deposit we consider the case closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just to be clear, I was not the one that wasn't willing to work towards a solution originally, it was Arlington Toyota. There was no willingness to work with me and the only two options ever presented to me were to pay $350 or wait 4-6 weeks for a new vehicle to be built, even after multiple requests for alternative solutions.
After 4 days of requesting alternative solutions with Arlington Toyota and them "dragging their feet" on response time, they sold the vehicle without even informing me of the situation until after it was sold. Only at that time did I start firming up my position and making my own demands for them to cover the entire difference since they were unwilling to move at all from their original stance and also sold the vehicle without my knowledge.
To recap the incident to make sure it is not construed incorrectly:
When the Sales Manager [redacted] originally called and indicated there was an error and asked to split the difference, I asked for an explanation as to why I should be expected to pay for a mistake to which they openly admitted. I am shocked that a business would try to make a customer pay for the mistake they made.
I said I couldn't pay an additional $350 for the mistake and asked him for any alternative solutions (with no demands at that time), besides waiting another 4-6 weeks for a new car to be built since that would not work for my situation. He never called me back. I even called back later that day and never received a response from him.
The following day the original salesperson called me back and made no attempt to work towards a solution, only offering their original deal. I asked to speak with [redacted] again and was passed ** a different manager. I was later told by the customer relations representative that [redacted] doesn't like confrontation (I'll point out that I never raised my voice with [redacted] and only asked for alternative solutions). The other sales manager only had the documentation in front of him and, based on our conversation, he wasn't in a position to even offer alternative solutions so I'm unsure why I was passed ** him. Only at that time did I ask to speak with the customer relations representative.
That evening, the customer relations representative responded to me within the hour (approximately 5PM) and said he would have to get back to me the next day. However, he didn't inform me that Arlington Toyota was trying to sell the vehicle to another customer and, in fact, he even told me we were going to work towards a solution as he'd speak with his general manager the next day.
When he called back the next day, he informed me that they sold the vehicle. I asked again for alternative solutions since now, without my consent, they had removed the option for which there could have been a potential solution.
I again had to wait another entire day for a response for him to coordinate with his general manager.
So 4 days after incident was originally reported to me with no alternative solutions provided, I finally offered my own alternative solutions:
1) Receive additional money off the agreed upon purchase price to compensate for having to now wait an additional 4-6 weeks for the Highlander LE.
2) Wait 4-6 weeks to receive a Highlander LE Plus at no additional cost to the agreed upon purchase price for the LE.
I had to wait an entire weekend for this response, for which they agreed to neither solution but also did not offer any alternatives. They indicated that no solution was possible and wanted to refund my $1,000 so I said okay as I was not going to leave my money sitting on their books while this dispute had already dragged out over a week.
Final Business Response /* (4000, 9, 2014/07/03) */
The customer has his $1000.00 deposit and again stated he would not wish to work/return to Arlington Toyota. We wish the customer nothing but the best and consider the matter closed.
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID 10961019, and find that this resolution is fair and we plan to remain loyal customers of Arlington Toyota Scion. The matter was resolved promptly with the utmost professionalism and we appreciate managements prompt and thorough attention to this matter.
Sincerely,
Joseph And Dawn [redacted]
We here at Arlington Toyota take customer service very seriously and are pleased that this situation is now rectified. Mr. & Mrs. [redacted] are loyal customers and we are disappointed they experienced this situation with their newly purchased vehicle. After reviewing the case we at...
Arlington Toyota came to the resolution with Mr. & Mrs. [redacted] that refunding them the $800.00 in expenses that they endured on repairing their vehicle was the only fair and just decision. Mr. & Mrs. [redacted] are satisfied and so is Arlington Toyota they we can continue to earn their business on future visits.
Initial Business Response /* (1000, 5, 2014/11/19) */
I have called the customre and left a voicemail as I am seeking his assistance. Arlington Toyota has no records of this customer ever returning for any maintance since he bought the car. He has a 2yr-25k maintance and there are no records...
in Toyota National service history of him taking it to any Toyota dealership for since 9/5/14 for a remote start and protection package installation.
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex 9801
Contact Email: [redacted]@toyotaarlington .com
I have spoken with [redacted] and appologized for the confusion. He will be receiving the correct warranty...
paperwork when he picks up the Highlander tomorrow 6/24/14. This will be the agreed upon extended warranty that Mr. [redacted] offered back in 11/9/10. All seems good with [redacted] as I just confirm [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Situation resolved. Thanks to the Revdex.com
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.
Sincerely,
[redacted]
I recently bought a used Toyota [redacted] from this dealership. The salesperson was quick to show me a car that suited my needs and I liked the car after a test drive. Everything was good until the final negotiations started. I was shocked to find that the sales manager was quoting $1000 more than what they themselves had advertised on Edmunds.com while telling me all the time that it was the best that they could offer. Had I not checked the website on time, I would have ended up paying more.
I decided to finance the vehicle through Toyota but I was never explained upfront about the existing warranties or the additional warranties that they offered on the vehicle. I ended up paying more which I realized after the deal was done with. The finance manager at the dealership was in a hurry to close the deal and hardly took anytime to explain anything. Later on I also realized that Arlington Toyota had charged me extra for re-certifying the vehicle. When I checked with Toyota, they mentioned that the 're-certification' is free and now the dealership says that certified cars do cost more than non-certified vehicles. I am confused and need answers. I have been following up with them since months but they hardly respond to my emails. I was informed yesterday that nothing could be done regarding my complaint
Overall I wasn't happy with the entire deal or the dealership. I would not recommend anyone to the dealership. Even if you are considering doing business with them then please be very cautious and go thorough each and every details before you sign the deal.
Initial Business Response /* (1000, 5, 2014/02/05) */
Contact Name and Title: [redacted], CRM
Contact Phone: XXX-XXX-XXXX ex9801
Contact Email: [redacted]@toyotaarlington.com
Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota....
But, customer [redacted] has no history here. We do however have information on a customer [redacted] Min and a [redacted] with the vin ending with #XXXXXX with XXXXX miles as being here on [redacted] 10:29am RO# XXXXXX. Had the customer not hung up on the lady assisting him, a manager was there to assist him in finding the correct information and assure him that all had been completed on [redacted]s he is already aware of. No. Arlington Toyota will not pay for another mechanic of their choosing to inspect the work completed. We will however welcome [redacted] back to Arlington Toyota so he may go under the Rav4 with a certified Toyota mechanic to re-inspect the work already completed.
Final Consumer Response /* (4200, 12, 2014/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IS it "name calling" to just point out what my experiences were when I visited you guys?
Incompetent: You guys couldn't keep an appointment for me. One that you guys called me for saying you had parts for my recall. When I arrive, and I spoke to the gentleman helping me, he replied he couldn't find my name nor [redacted] and for whatever reason he couldn't/ wouidn't look it up by my phone number. He also informed me that there are no more parts to do my recall for me.
Disorganized: When I then spoke to the woman at the end of the rows of desks she stated that I indeed had a appointment, under the name [redacted]. There are also parts available to complete my recall. This is where the gentleman first helping me gets very defensive, however the woman states to me that the car will be fixed.(by the way no one apologizes for anything, everyone just blames another person or your guys' two appointment keeping system). Fast forward to [redacted] 5 where I get a call saying that the parts for my recall are now in and you guys can complete my recall. How is this a sign that your organization is organized?
Dishonest: One person tells me there was no appointment, another person tells me there is, on person tells me there are parts, another person tells me there aren't parts, one person tells me the recall can be complete, and then later one person tells me that the recall can be completed. All of those can't be true for your organization to be honest.
Listen I'm not asking for much, now that I took the car to Grossinger Toyota, they told me that you did the control arm recall, but not the computer program recall, which Toyota tells me not every dealer ship has the ability to do which maybe why you didn't tell me about that when I went January 8th or in your phone call to me [redacted] 5th. I have peace of mind now that I know this car is safe to drive.
However at no point in any of my conversations with you or anyone at your organization has anyone apologized to me without immediately blaming me for providing exactly two names.
For instance you said that : "Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota. But, customer [redacted] has no history here."
That is a cop out apology because your not:
1. Taking ownership of your mistake, you don't apologize for messing up my appointment and for causing undue stress.
2. You shift the blame to me by saying that I provided two names, but I always provided those two names to everyone that asked for my appointment information. There should have been no confusion.
3. Either you are lying about the fact that you don't have any records of having "[redacted]" in you record or the woman at the end of the table was lying when she confirmed that it was for [redacted], and not for [redacted].
You have made no sincere apology for any of the stresses you caused me and everyone who depends on that car to get around. You had many opportunities, such as replying even once to the email that I sent, or replying to the voice mail I left, or in these Revdex.com filings, or when I filed a complaint with Toyota customer connect, and they requested you get in contact with me and all you basically said was to go to another dealership. You've had so many opportunities to apologize and own up to your mistakes, but you didn't.
If you honestly feel like you shouldn't have to apologize, then obviously don't. If you honestly feel like everything I stated is how your company should behave like in similar situations then by all means continue doing what you're doing. But you should know that a lot of this didn't have to happen the way it did.
Final Business Response /* (4000, 10, 2014/02/06) */
We will not stoop to [redacted] level of name calling of "incompetent, disorganized and dishonest". We are sorry Mr. [redacted] is not willing to work with Arlington Toyota by using the invite to have a Toyota certified mechanic escort him under the Rav4 to show him the work completed. That is his choice. I'm sure I will make this offer to him again as he has opened a "customer connect" case with Toyota Corp. I will also offer a chance for him to take [redacted] Rav4 to any other of the local Toyota dealerships for the same inspection.
Arlington Toyota considers Mr. [redacted] Revdex.com case closed as no further offers will be made as in Mr [redacted]' own words he cannot trust Arlington Toyota.
Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Contact Name and Title: [redacted] , CRM Contact Phone: XXX-XXX-XXXX ex Contact Email: [redacted] @toyotaarlington.com Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota But, customer [redacted] has no history hereWe do however have information on a customer [redacted] Min and a [redacted] with the vin ending with #XXXXXX with XXXXX miles as being here on [redacted] 10:29am RO# XXXXXXHad the customer not hung up on the lady assisting him, a manager was there to assist him in finding the correct information and assure him that all had been completed on [redacted] s he is already aware ofNoArlington Toyota will not pay for another mechanic of their choosing to inspect the work completedWe will however welcome [redacted] back to Arlington Toyota so he may go under the Ravwith a certified Toyota mechanic to re-inspect the work already completed Final Consumer Response / [redacted] (4200, 12, 2014/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) IS it "name calling" to just point out what my experiences were when I visited you guys? Incompetent: You guys couldn't keep an appointment for meOne that you guys called me for saying you had parts for my recallWhen I arrive, and I spoke to the gentleman helping me, he replied he couldn't find my name nor [redacted] and for whatever reason he couldn't/ wouidn't look it up by my phone numberHe also informed me that there are no more parts to do my recall for me Disorganized: When I then spoke to the woman at the end of the rows of desks she stated that I indeed had a appointment, under the name [redacted] There are also parts available to complete my recallThis is where the gentleman first helping me gets very defensive, however the woman states to me that the car will be fixed.(by the way no one apologizes for anything, everyone just blames another person or your guys' two appointment keeping system)Fast forward to [redacted] where I get a call saying that the parts for my recall are now in and you guys can complete my recallHow is this a sign that your organization is organized? Dishonest: One person tells me there was no appointment, another person tells me there is, on person tells me there are parts, another person tells me there aren't parts, one person tells me the recall can be complete, and then later one person tells me that the recall can be completedAll of those can't be true for your organization to be honest Listen I'm not asking for much, now that I took the car to Grossinger Toyota, they told me that you did the control arm recall, but not the computer program recall, which Toyota tells me not every dealer ship has the ability to do which maybe why you didn't tell me about that when I went January 8th or in your phone call to me [redacted] 5thI have peace of mind now that I know this car is safe to drive However at no point in any of my conversations with you or anyone at your organization has anyone apologized to me without immediately blaming me for providing exactly two names For instance you said that : "Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington ToyotaBut, customer [redacted] has no history here." That is a cop out apology because your not: Taking ownership of your mistake, you don't apologize for messing up my appointment and for causing undue stress You shift the blame to me by saying that I provided two names, but I always provided those two names to everyone that asked for my appointment informationThere should have been no confusion Either you are lying about the fact that you don't have any records of having " [redacted] " in you record or the woman at the end of the table was lying when she confirmed that it was for ***, and not for [redacted] You have made no sincere apology for any of the stresses you caused me and everyone who depends on that car to get aroundYou had many opportunities, such as replying even once to the email that I sent, or replying to the voice mail I left, or in these Revdex.com filings, or when I filed a complaint with Toyota customer connect, and they requested you get in contact with me and all you basically said was to go to another dealershipYou've had so many opportunities to apologize and own up to your mistakes, but you didn't If you honestly feel like you shouldn't have to apologize, then obviously don'tIf you honestly feel like everything I stated is how your company should behave like in similar situations then by all means continue doing what you're doingBut you should know that a lot of this didn't have to happen the way it did Final Business Response / [redacted] (4000, 10, 2014/02/06) */ We will not stoop to [redacted] level of name calling of "incompetent, disorganized and dishonest"We are sorry Mr [redacted] is not willing to work with Arlington Toyota by using the invite to have a Toyota certified mechanic escort him under the Ravto show him the work completedThat is his choiceI'm sure I will make this offer to him again as he has opened a "customer connect" case with Toyota CorpI will also offer a chance for him to take [redacted] Ravto any other of the local Toyota dealerships for the same inspection Arlington Toyota considers Mr [redacted] Revdex.com case closed as no further offers will be made as in Mr ***' own words he cannot trust Arlington Toyota
Initial Business Response / [redacted] (1000, 5, 2014/04/07) */ Contact Name and Title: [redacted] CRM Contact Phone: XXX-XXX-XXXX ex [redacted] Contact Email: [redacted] @ToyotaArlington.com The customer has had vehicles serviced with Arlington Toyota in the pastA Ravwhich was last serviced 4/29/And a Camry with a last service visit 4/12/I have run both VIN's against Toyota's [redacted] and both cars are showing "no open recalls" as of today 4/7/14.The customer may have received an interim notice(letting the customer a recall correction is in the works)If this is the case Arlington Toyota will gladly repair a vehicle once a correction has been releasedThe customer did not state what is wrong with either of the vehicles so it's difficult to assume what his concerns may be Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It doesn't surprise me that Arlington Toyota can't find a record of servicing my truckIt took them a half hour to find it when I went to picked it up this morning I received an email from Arlington Toyota's customer relations manager late this afternoon requesting additional informationI provided him with the information requested which he indicated will be shared with Toyota CorporateI eagerly await their response Final Business Response / [redacted] (4000, 9, 2014/04/08) */ I have contacted Toyota Corpon behalf of this customerI will be forwarding all information and give Toyota my full assistance on any additional information they might needArlington Toyota was always willing to work on customers TacomaWe just didnt see any open recalls from Toyota's National Service HistoryTherefore we were unable to proceed with any repairs fro the frame concerns
Initial Business Response /* (1000, 5, 2015/03/12) */
Contact Name and Title: *** *** CRM
Contact Phone: XXX XXX-XXXX x
Customer purchased Toyota Extra Care Platinum warranty at time of vehicle purchase, which is indicated on the bill of sale and signed by the
customer
Customer's warranty claim for Feb 3rd service visit at another dealership was denied because it was determined by Toyota warranty dept that the issue with the car was due to abuse of the motor while attempting to extricate his car from a snow bankThe warranty does not cover accidents or issues that occur as a result of suchCustomer has used his warranty for other repairs before the event on Feb 3rd and the costs were covered by his warranty
In conclusion, the extra care warranty the customer purchased has covered and paid for what it was supposed toIt does not cover issues as a result of an accident
I would like to begin by telling you that I have been a true *** lover for many years, as my family currently owns ***sI have decided to purchase yet another *** for myself and thus decided on the new *** Camry SE I called in to several places and according to what I was told about the availability, we went in to the Arlington *** (North Rand Road, Palatine, IL) with the hopes of purchasing this new vehicleOver the phone a lady by the name of May stated that they are offering another model with miles that they are advertising in the newspaper as wellI went in with an open mindset about looking at the and modelWhen I arrived at the showroom, I was told by the general manager Mike *** that the car was “never available and that they should have never told us that on the phone since they have been sold out of those for a while now”Then we let that go and agreed to look into the modelsWe had liked a certain color and interior, however, they did not have that available and the manger stated that he can only give us a good deal on a car on his own lot, otherwise it would be hard to negotiate a good dealTherefore, we decided to go with a car that he already had on his lot, for which he wrote down his offer and agreed to itWe provided a quote from another dealership which they promised to “match and even beat, if the car is already on the lot”, based on which we started negotiating the car we had selected from his lotHe proceeded to discuss and write down the details of the purchase and we continued to negotiateThe manager quoted us $21,without the incentives and after going back and forth on his price about times and for close to hour, we settled on $22,250, which was his final offerAfter mutual agreement, the sales consultant by the name of Ricky *** went to get the final printout from Mike, which was now made with a price of $24,costing us at ~$27,after taxes! Ricky agreed to the mistake by his manager and went back to get it corrected since the manger had agreed to the correct amount with usRicky also stated that “Mike has been making mistakes all evening”Our excitement soon turned into utter disbelief and disappointment when Ricky came back to us saying that this was the right price and that Mike wasn’t willing to go back to the price that he had originally promised usWe requested speaking to Mike and instead of admitting to his mistake; Mike created a scene by coming back furious and very rudely stated that “I do not want to sell you a car”At this point, the entire sales staff was surrounding us with Mike yelling at usWe were extremely polite with everyone and excited in fact since car buying is an exciting moment for any familyMike continued to express his anger and instead of admitting to his mistake of having misquoted us and going back on his word, he embarrassed us in front of everyone and proceeded to threaten to call the cops on us Then we asked to speak with the owner of the dealershipThen Mike lied to us and stated that he is the general manager as well as the co-owner of the dealership (which is incorrect based on their website)After this happened, Mike changed his tone and got flustered and asked us to purchase the vehicle from him, saying, “it’s the best deal”We were astonished with his change in tone a moment after threating to call the cops on us and embarrassing us and yelling, “I don’t want to sell you a car”At this point, we decided to leave the showroom, telling him that we would be writing about this to ***He even denied to giving us his complete name or business card (which we found on their website instead)I have never experienced a worse costumer service, and it was a true embarrassment to myself as well as my familyWe have always liked *** and hope to continue business with this company so long as we do not have to encounter such humiliationWe request you humbly to look into this matterWe even have the price sheet we worked off of, in case you would like more information from us
Initial Business Response /* (1000, 5, 2015/01/21) */
I called and left *** *** a voice mail stating "Arlington Toyota will give *** *** the full purchase price towards her trade in of her Toyota 4Runner and will sell her the new Toyota vehicle of her choice excluding the AWD
Sienna"
I asked that she return my call so I may set up an appt with our General Manager *** *** and General Sales Manager *** *** I gave my phone and *** to assist her in doing so
Initial Business Response /* (1000, 5, 2014/09/15) */
Arlington Toyota is sorry the customer feel that their car was damaged while in our shopUnfortunatly I have repair orders stating differentlyThe 1st is from 8/2/ROXXXXXX clearly states on back "seat damaged near switch"The 2nd
RO dated 8/19/also states "note: outter seat trim(w/switch assy.) Damaged prior to seat tract replacement"
As the damage appears to be there when the Sienna 1st comes in on 8/2/Arlington Toyota will not pay for the complete repairBut we will however stand by the Service Managers offer of paying for the labor 2hrs to replace the damaged parts if the customer wishes to work with us?
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spent an hour under the front of that seat looking for loose wires the day before bringing it into the shopIt wasn't damagedLook at the picture of the front seat trim that I attached to this responseMy eyes were inches away from this plastic trim and this damage would have been obviousIt is also obvious that the only way this kind of damage could have occured is when it was taken apart and reassembledI have comments with respect to the dealer's repair order:
1) The 1st one states "Seat damaged near switch"This damage in question is not near the switch which is on the side of the seatIt is in the frontThere is no damage near the switch that is visible from the outsidePerhaps he was referring to something on the inside of the trim
2) These comments don't meant anything in the grand scheme of thingsThey don't prove that the damage didn't occur during the estimate visit or the subsequent repair visitBoth visits required removal of the trim and comments are written up by the same person that took it apart, not some person in advance that never laid hands on it
In short, I appreciate the offer of paying for the hours of labor, however they are still asking me to pay for parts that they brokeI understand that their mechanic is saying that it was damaged BEFORE they started working on it and it is my word against his, but ask yourself the obvious questionHow many Toyota Sienna vans (that weren't involved in an accident or pulled apart for repairs) have come into this dealership with this kind of damage to the seat trim in the past years? I am guessing very few to none out of the thousands that were soldThe odds of BOTH of these things (the required disassembly of the seat trim and the damage to the seat trim) occurring in the same car in the same time period without being related are slim and noneI am not asking anyone to admit fault or wrongdoing here but to believe that these issues are not related requires the willing suspension of disbelief
Again, consider the odds against this happening like the dealer is suggestingI understand that they are supporting their employee vs the clientI respect that, and have been in the same position with my employees, but you needs to consider the circomstances and look at the damageThis happened when it was pulled apart and the only time that occurred was during the estimate/repairThere is no other plausible explanationIf there were I would happily accept the dealership's offer and move on but there simply isn't
Final Business Response /* (4000, 11, 2014/10/03) */
Even with clearly documented history on this Sienna's damaged seat trim panel, Arlington Toyota wishes to make a happy Toyota customerWe are willing to goodwill this repair at no expence to the customer as long as he is willing to sign a "goodwill release" formPLease have the customer call and make an appt if this is somethine he is interested in doingAgain a release form must be signed before any goodwill work can be completed
I have a Camry I bought at Arlington Toyota, my dad has a Camry my mother has Venza and we also have a runner and we have a 4Runner all bought from same dealerAs customers we have stayed loyal to this dealerRecently I found out that my Camry had a so called recall that the car was burning oil and the pistons were bad and if it wasn't fixed the engine would blow up and car would pretty much become junk!!! Toyota is saying that they sent us a letter which THEY NEVER DID and now they won't help me fix the problem they are saying it's my fault!!! I have to cough up thousands of dollars to fix the issueI called corporate and they told me sorry I had until October of this year to fix the problem on us so they are saying it's my fault and for just months they won't fix it!!!!!! One of the service managers tells me well go buy $oil top it off every to weeks or take it to *** they won't know what the problem is sell it to them and buy a car from them??? Really???? That's the best answer they could give me??? I will never ever get my cars serviced there or ever buy a Toyota for as long as I live my parents won't buy and all my relatives that have Toyota will never buy and are so very disappointed with them and how lousy their service is and how they degrade women and how much they lie!!! But they can't degrade me as a woman I fight back they think they can talk down to me but they are wrong and know it!!!!! I will share this message every single time and I will message corporate as well and will never ever do business with Toyota ever again you guys are terrible!!!! VERY DISAPPOINTED!!!
This place is full with professional liars and the customer support is complete garbage
I referred my girl friend and she bought a *** the same dayThey hassled us for the additional warranties and services and we wanted to think about itWe were told we could cancel within hours and we agreedThey have a referral program going on, which you fill out a sheet and they would send you $via mailI was told by this person who was on our backs about going with the additional services, that the money will be received within 1-weeksThe next day we came back and canceled the additional services due to being pretty pricey "additional 3k" and he was giving us attitude, raised voice, and being a smart ***weeks later I contacted their support via email from their support system located on their website and explained the situationI did not receive a single reply so I sent another email a week later "been weeks so far" and threatened to leave a bad "legit" review if I did not receive anythingwithin a hour I received a reply and then a phone call in which I spoke to someoneI was then told that the sales person had mixed things up and the payment would be received within 4-weeks and that person would give me a call back once he confirmed and tracked it downI never received a call back from that person and it has been past weeks and nothingI sent multiple replies to the person who was "supposedly assigned" to help me and not a single replyHow badly this person typed, you would think It was a botThis place is full of liars and people who don't know what's going on or how to correctly do their job
Stay away from this place
On 10/18/I went to buy a Toyota Prius V at Arlington Toyota Scion located at *** * *** **, Palatine, IL *** Thinking I would be there for a short period of time, I brought my wife and my two daughters with me, which are under two years oldWe worked with Carlos who was our sales person, it came time to go to the financial office to do the paper work, after completing 90% of the paper work, Jimmy *** the business manager told us we have 3.99% interest for months, They told us it was 0% interest for months and after being there for eight hours with tow kids Jimmy *** and Matthew *** also the Finance manager, went back on there wordThey made a mistake by offering us 0%Eight hours my kids that are under two years old my wife and my self, waited waited and waited and at the last minute no car because the mistake they made including the dealer managerThe next day o called Matthew and Jimmy, and they said I was declined, for what reason ? they didn't give me oneI recommend people stay away from this dealer because there is something fishy going on, I will not recommend this dealer to no one, never
Arlington Toyota has spoken with [redacted] on this matter. Unfortunately an addendum to the lease to allow extra mileage for an increase in payment is not an available option. Arlington Toyota discussed trading in [redacted]'s lease to then get a newly leased vehicle with a...
contract that would allow the extra mileage as she requested, although this option would have increased her payment by too much and therefore was an unsuccessful option. Arlington Toyota and [redacted] have discussed when turning in her lease when the lease is up that it would be $1,300 dollars as an extra charge due to over mileage and is still cheaper than getting out of her lease early. Arlington Toyota apologized to [redacted] for unclear information given on her lease and we will assist her as much as possible when her lease is up to make sure all will be well. [redacted] is satisfied and the situation is rectified.
Initial Business Response /* (1000, 5, 2014/03/10) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@toyotaarlington.com
Sales Manager [redacted] is correct. Any customer seeking a refund on a credit card MUST return in person...
and have the same/matching credit card. This helps protect the customer incase of identity theft. Arlington Toyota appogolizes for any inconvience with having the customer return but we do this for their and our protection.
Final Consumer Response /* (2000, 12, 2014/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2014/03/11) */
I have spoken with General Manager [redacted] and he has given his "ok" to go ahead and proceed with the refund without [redacted] having to return to Arlington Toyota. I did call and leave her a voicemail on the phone #XXX-XXX-XXXX asking [redacted] for her complete card information as we do not have that information on file. She may contact me at XXX-XXX-XXXX ex [redacted] if that is an incorrect contact number.
Initial Business Response /* (1000, 5, 2014/04/07) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@ToyotaArlington.com
The customer has had 2 vehicles serviced with Arlington Toyota in the past. A 2011 Rav4 which was last...
serviced 4/29/12. And a 2007 Camry with a last service visit 4/12/13. I have run both VIN's against Toyota's [redacted] and both cars are showing "no open recalls" as of today 4/7/14.The customer may have received an interim notice(letting the customer a recall correction is in the works). If this is the case Arlington Toyota will gladly repair a vehicle once a correction has been released. The customer did not state what is wrong with either of the vehicles so it's difficult to assume what his concerns may be.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It doesn't surprise me that Arlington Toyota can't find a record of servicing my truck. It took them a half hour to find it when I went to picked it up this morning.
I received an email from Arlington Toyota's customer relations manager late this afternoon requesting additional information. I provided him with the information requested which he indicated will be shared with Toyota Corporate. I eagerly await their response.
Final Business Response /* (4000, 9, 2014/04/08) */
I have contacted Toyota Corp. on behalf of this customer. I will be forwarding all information and give Toyota my full assistance on any additional information they might need. Arlington Toyota was always willing to work on customers Tacoma. We just didnt see any open recalls from Toyota's National Service History. Therefore we were unable to proceed with any repairs fro the frame concerns.
Initial Business Response /* (1000, 5, 2014/07/01) */
Contact Name and Title: [redacted], CRM
Contact Phone: XXX-XXX-XXXX ex9801
Yes, Arlington Toyota made a mistake/human error when ordereing the 2014 Highlander LE. It was ordered as an LE PLUS. Changing the over all cost by over...
$700.00. Once Sales Manager [redacted] was informed of the problem he offered to split the difference with the customer. The customer wanted nothing of this. He wanted the total difference as compensation for the error.
Sorry the customer did not appriciate the efforts of the customer service rep. but its difficult to work towards a solution when one party is not willing to also make some concessions towards a mutual sale and purchase of a new Highlander.
As the customer stated that he "can't imagine purchasing a vehicle with them at this point". Arlington Toyota agrees with the customers comment and since Arlington Toyota has already refunded his $1000.00 deposit we consider the case closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just to be clear, I was not the one that wasn't willing to work towards a solution originally, it was Arlington Toyota. There was no willingness to work with me and the only two options ever presented to me were to pay $350 or wait 4-6 weeks for a new vehicle to be built, even after multiple requests for alternative solutions.
After 4 days of requesting alternative solutions with Arlington Toyota and them "dragging their feet" on response time, they sold the vehicle without even informing me of the situation until after it was sold. Only at that time did I start firming up my position and making my own demands for them to cover the entire difference since they were unwilling to move at all from their original stance and also sold the vehicle without my knowledge.
To recap the incident to make sure it is not construed incorrectly:
When the Sales Manager [redacted] originally called and indicated there was an error and asked to split the difference, I asked for an explanation as to why I should be expected to pay for a mistake to which they openly admitted. I am shocked that a business would try to make a customer pay for the mistake they made.
I said I couldn't pay an additional $350 for the mistake and asked him for any alternative solutions (with no demands at that time), besides waiting another 4-6 weeks for a new car to be built since that would not work for my situation. He never called me back. I even called back later that day and never received a response from him.
The following day the original salesperson called me back and made no attempt to work towards a solution, only offering their original deal. I asked to speak with [redacted] again and was passed ** a different manager. I was later told by the customer relations representative that [redacted] doesn't like confrontation (I'll point out that I never raised my voice with [redacted] and only asked for alternative solutions). The other sales manager only had the documentation in front of him and, based on our conversation, he wasn't in a position to even offer alternative solutions so I'm unsure why I was passed ** him. Only at that time did I ask to speak with the customer relations representative.
That evening, the customer relations representative responded to me within the hour (approximately 5PM) and said he would have to get back to me the next day. However, he didn't inform me that Arlington Toyota was trying to sell the vehicle to another customer and, in fact, he even told me we were going to work towards a solution as he'd speak with his general manager the next day.
When he called back the next day, he informed me that they sold the vehicle. I asked again for alternative solutions since now, without my consent, they had removed the option for which there could have been a potential solution.
I again had to wait another entire day for a response for him to coordinate with his general manager.
So 4 days after incident was originally reported to me with no alternative solutions provided, I finally offered my own alternative solutions:
1) Receive additional money off the agreed upon purchase price to compensate for having to now wait an additional 4-6 weeks for the Highlander LE.
2) Wait 4-6 weeks to receive a Highlander LE Plus at no additional cost to the agreed upon purchase price for the LE.
I had to wait an entire weekend for this response, for which they agreed to neither solution but also did not offer any alternatives. They indicated that no solution was possible and wanted to refund my $1,000 so I said okay as I was not going to leave my money sitting on their books while this dispute had already dragged out over a week.
Final Business Response /* (4000, 9, 2014/07/03) */
The customer has his $1000.00 deposit and again stated he would not wish to work/return to Arlington Toyota. We wish the customer nothing but the best and consider the matter closed.
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID 10961019, and find that this resolution is fair and we plan to remain loyal customers of Arlington Toyota Scion. The matter was resolved promptly with the utmost professionalism and we appreciate managements prompt and thorough attention to this matter.
Sincerely,
Joseph And Dawn [redacted]
We here at Arlington Toyota take customer service very seriously and are pleased that this situation is now rectified. Mr. & Mrs. [redacted] are loyal customers and we are disappointed they experienced this situation with their newly purchased vehicle. After reviewing the case we at...
Arlington Toyota came to the resolution with Mr. & Mrs. [redacted] that refunding them the $800.00 in expenses that they endured on repairing their vehicle was the only fair and just decision. Mr. & Mrs. [redacted] are satisfied and so is Arlington Toyota they we can continue to earn their business on future visits.
Initial Business Response /* (1000, 5, 2014/11/19) */
I have called the customre and left a voicemail as I am seeking his assistance. Arlington Toyota has no records of this customer ever returning for any maintance since he bought the car. He has a 2yr-25k maintance and there are no records...
in Toyota National service history of him taking it to any Toyota dealership for since 9/5/14 for a remote start and protection package installation.
Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted] CRM
Contact Phone: XXX-XXX-XXXX ex 9801
Contact Email: [redacted]@toyotaarlington .com
I have spoken with [redacted] and appologized for the confusion. He will be receiving the correct warranty...
paperwork when he picks up the Highlander tomorrow 6/24/14. This will be the agreed upon extended warranty that Mr. [redacted] offered back in 11/9/10. All seems good with [redacted] as I just confirm [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Situation resolved. Thanks to the Revdex.com
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.
Sincerely,
[redacted]
I recently bought a used Toyota [redacted] from this dealership. The salesperson was quick to show me a car that suited my needs and I liked the car after a test drive. Everything was good until the final negotiations started. I was shocked to find that the sales manager was quoting $1000 more than what they themselves had advertised on Edmunds.com while telling me all the time that it was the best that they could offer. Had I not checked the website on time, I would have ended up paying more.
I decided to finance the vehicle through Toyota but I was never explained upfront about the existing warranties or the additional warranties that they offered on the vehicle. I ended up paying more which I realized after the deal was done with. The finance manager at the dealership was in a hurry to close the deal and hardly took anytime to explain anything. Later on I also realized that Arlington Toyota had charged me extra for re-certifying the vehicle. When I checked with Toyota, they mentioned that the 're-certification' is free and now the dealership says that certified cars do cost more than non-certified vehicles. I am confused and need answers. I have been following up with them since months but they hardly respond to my emails. I was informed yesterday that nothing could be done regarding my complaint
Overall I wasn't happy with the entire deal or the dealership. I would not recommend anyone to the dealership. Even if you are considering doing business with them then please be very cautious and go thorough each and every details before you sign the deal.
Initial Business Response /* (1000, 5, 2014/02/05) */
Contact Name and Title: [redacted], CRM
Contact Phone: XXX-XXX-XXXX ex9801
Contact Email: [redacted]@toyotaarlington.com
Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota....
But, customer [redacted] has no history here. We do however have information on a customer [redacted] Min and a [redacted] with the vin ending with #XXXXXX with XXXXX miles as being here on [redacted] 10:29am RO# XXXXXX. Had the customer not hung up on the lady assisting him, a manager was there to assist him in finding the correct information and assure him that all had been completed on [redacted]s he is already aware of. No. Arlington Toyota will not pay for another mechanic of their choosing to inspect the work completed. We will however welcome [redacted] back to Arlington Toyota so he may go under the Rav4 with a certified Toyota mechanic to re-inspect the work already completed.
Final Consumer Response /* (4200, 12, 2014/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IS it "name calling" to just point out what my experiences were when I visited you guys?
Incompetent: You guys couldn't keep an appointment for me. One that you guys called me for saying you had parts for my recall. When I arrive, and I spoke to the gentleman helping me, he replied he couldn't find my name nor [redacted] and for whatever reason he couldn't/ wouidn't look it up by my phone number. He also informed me that there are no more parts to do my recall for me.
Disorganized: When I then spoke to the woman at the end of the rows of desks she stated that I indeed had a appointment, under the name [redacted]. There are also parts available to complete my recall. This is where the gentleman first helping me gets very defensive, however the woman states to me that the car will be fixed.(by the way no one apologizes for anything, everyone just blames another person or your guys' two appointment keeping system). Fast forward to [redacted] 5 where I get a call saying that the parts for my recall are now in and you guys can complete my recall. How is this a sign that your organization is organized?
Dishonest: One person tells me there was no appointment, another person tells me there is, on person tells me there are parts, another person tells me there aren't parts, one person tells me the recall can be complete, and then later one person tells me that the recall can be completed. All of those can't be true for your organization to be honest.
Listen I'm not asking for much, now that I took the car to Grossinger Toyota, they told me that you did the control arm recall, but not the computer program recall, which Toyota tells me not every dealer ship has the ability to do which maybe why you didn't tell me about that when I went January 8th or in your phone call to me [redacted] 5th. I have peace of mind now that I know this car is safe to drive.
However at no point in any of my conversations with you or anyone at your organization has anyone apologized to me without immediately blaming me for providing exactly two names.
For instance you said that : "Arlington Toyota appologizes to [redacted] for any inconviences he may have endured here at Arlington Toyota. But, customer [redacted] has no history here."
That is a cop out apology because your not:
1. Taking ownership of your mistake, you don't apologize for messing up my appointment and for causing undue stress.
2. You shift the blame to me by saying that I provided two names, but I always provided those two names to everyone that asked for my appointment information. There should have been no confusion.
3. Either you are lying about the fact that you don't have any records of having "[redacted]" in you record or the woman at the end of the table was lying when she confirmed that it was for [redacted], and not for [redacted].
You have made no sincere apology for any of the stresses you caused me and everyone who depends on that car to get around. You had many opportunities, such as replying even once to the email that I sent, or replying to the voice mail I left, or in these Revdex.com filings, or when I filed a complaint with Toyota customer connect, and they requested you get in contact with me and all you basically said was to go to another dealership. You've had so many opportunities to apologize and own up to your mistakes, but you didn't.
If you honestly feel like you shouldn't have to apologize, then obviously don't. If you honestly feel like everything I stated is how your company should behave like in similar situations then by all means continue doing what you're doing. But you should know that a lot of this didn't have to happen the way it did.
Final Business Response /* (4000, 10, 2014/02/06) */
We will not stoop to [redacted] level of name calling of "incompetent, disorganized and dishonest". We are sorry Mr. [redacted] is not willing to work with Arlington Toyota by using the invite to have a Toyota certified mechanic escort him under the Rav4 to show him the work completed. That is his choice. I'm sure I will make this offer to him again as he has opened a "customer connect" case with Toyota Corp. I will also offer a chance for him to take [redacted] Rav4 to any other of the local Toyota dealerships for the same inspection.
Arlington Toyota considers Mr. [redacted] Revdex.com case closed as no further offers will be made as in Mr [redacted]' own words he cannot trust Arlington Toyota.