Atlantic Toyota / Scion

This will be the dealership’s final response to this customer’s complaint. In following with our previous response sent and read on 2/**/2017, we had informed the customer that the refunded amounts will be applied the to the customer’s loan. The dealership has received the refund and has forward the same the customer’s financing institution. Please inform the customer to contact his financing institution in regards to these funds for confirmation they have been applied to his loan. Respectfully submitted, Robert J. T** Legal Assistant General Counsel’s Office Atlantic Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No resolution has been provided by the business. As the representative stated both here and on the phone, they either cannot or will not resolve this issue in the manor I requested.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseAtlantic Toyota took recalled  parts off my car
which resulted in the spare tire being put in the back seat.  I was told they would have the parts in 2 weeks.  That was August 2014. Then I was told Nov, then Dec now Toyota USA is saying maybe June or July 2015.Atlantic Toyota called and said they would reinstall the orginal parts if I signed a waver.  I called to make an appt and they tell me they don't have the parts.  When I call the parts dept they have the old parts but want to know who is going to pay for them.  It was their recall they should pay and I'll sign the waver.  I checked the cable twice for rust or damage before it was removed and it was ok.  I am a Gold Memember at Toyota and have 4 Toyota in my driveway.    This is a simple cable that I could replace with a stainless steel one from any marine store but Atlantic Toyota took the windup mechanism.  I would like the orgianl factory equipment reinstalled. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have received and reviewed [redacted]’s (the “Customer”) complaint and we concluded that Atlantic Toyota Scion (the “Dealership”) has done no wrong. We refer to Section No. 9 “Payment Determination” of the document provided by the Customer titled “Motor Vehicle Lease Agreement.” In...

Section 9.b. “Capitalized Cost Reduction”, the lease states that the Cost of the vehicle was decreased by the amount of $6,800. This $6,800 was the “net trade-in allowance” for the customers trade-in vehicle. This amount was not a “deposit amount” nor was it used for “taxes and tags” as indicated by the customer. The amount was to reduce the lease payment amount or total vehicle cost. The customer also states that they want to terminate the lease of his vehicle early. We refer to Section 29 “Early Termination”, Section 30 “Remaining Payments and Section 31 “Standard Early Termination Liability” of the Motor Vehicle Lease Agreement provide by the Customer. The information provided by the Dealership to the Customer regarding the early termination matches these Sections of the Motor Vehicle Lease Agreement. The Dealership is informing the customer of the standard early termination clauses in their lease. By virtue of the foregoing, it is plainly clear to see that the customer had full knowledge of the lease conditions and provided the documents indicating the same. At this time, the Dealership does not feel that they have done anything wrong and is not in a position to offer the Customer any type of settlement.   Robert J. T** Legal Assistant General Counsel’s Office Atlantic Toyota Scion

Good evening:  this issue / concern has been rectified. We have made a business decision to pay for the necessary damage on the vehicle in which the customer had returned simply in the spirit of customer retention.  All set. The client has been notified already and he is very...

happy with our positive solution.  [redacted]

The case regarding [redacted] can now be closed. We met with the client in person yesterday and addressed his concern. We have decided to issue the client a good faith check in the amount of $500.00 which he had gladly accepted. The case can now be closed.  The case # is [redacted]...

[redacted]

We have decided to cancel the clients warranty as per their suggestion. This case can now be closed. We have rectified the concern with a solution that fits the spirit of customer loyalty.

After reviewing the Customer’s complaint and letter dated December **, 2016, we have concluded that Dealership has done nothing wrong. Specifically, in regards to No. 4 of the customer’s letter, by the Customer’s own admission and documents she has provided, we have already refunded the customer...

$813.61. In regards to No. 5 of the customer’s letter, we cannot express an opinion of warranties sold by a different dealership. There are many different types of warranties sold by different warranty companies. Prices will vary from company to company. We pride ourselves on selling the best warranty for each individual customer. As a gesture of Goodwill, we can refund the extended warranty however, it will be a pro-rated amount which is based upon the mileage and the age of the vehicle. We had entered into this purchase agreement with the customer on October **, 2013. The customer has had this vehicle for over three years. In good faith, we will purchase this vehicle from the customer at its current value. Please be advised, we have no obligation to purchase this vehicle. We cannot and will not comment on other dealerships. Please have the customer contact Peter Z[redacted] at Atlantic Toyota, if they want to take advantage of our goodwill or good faith.

Hello:  We arranged a meeting with this customer based upon her concern. She met with our business director. She was given ample opportunity to cancel the transaction before it even began. She stated that she was going to review her options with a family member which she in deed...

did. Nothing was done wrong and all relative documentation was signed for and was complaint and again the customer was given the time to make sure that her decision was a "sound" One.  The customer was offered out of our "goodwill" the ability to cancel her warranty to offset some of the expense.  Peter Z[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The salesman called and said that Atlantic Toyota would take care of all charges. The online response refers to "necessary damage"  That term is unclear  Please clarify  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Good Morning: Please be advised that we would have to respectfully disagree with this complaint/concern.The client was in deed contacted by mgmt and they even signed a release as a goodwill settlement. We decided in the spirit of customer retention that we offered the client a check...

back equating to 2 payments which totaled $566.38 in which the client gladly accepted as a resolution. The client came in to the dealership and retrieved the check and the issue was settled and a release was signed.  we did contact the client and we did resolve the issue:

Customer is dissatisfied regarding parts for spare tire cable recall taking too long to come in and tire put in back seat due to cable rust.Technician checks spare tire cable for rust. According to recall as per Toyota guidelines, spare tire must be removed if cable is rusted or not to Toyotas...

guidelines.  In addition, Toyota requires us to remove spare tire, customer can opt to not have tire removed and put in back seat but must sign waiver.Customer relations manager spoke with customer prior to Revdex.com complaint.  Customer relations manager also left message for customer on viocemail, stating can have tire put back on but must sign waiver and also as per Toyota representative parts shoud be in minimum of 60 days.

This issue has been handled. The check was in deed already made out to the client directly. 
All set and the client is taken care of.

To whom it may concern: This particular issue is a non covered item on all warranties. Physical damage is not covered. The customer owned the vehicle over three years before any malfunction so clearly this was not an item present during the sale of the vehicle. The item in question is not...

covered by any of the warranties no matter what level or term. The warranty that the customer has is completely legitimate and is backed up by Toyota. The customer decided to have the vehicle repaired at another dealership which was their choice but Atlantic Toyota never had the chance to offer help or a repair or even witness what repair was needed. Again the warranty does not cover damaged components. Thank you: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The repair to my highlander was not physical damage, it was due to a hinge on my tailgate which caused the alignment of the door to be off which caused the gears of the motor to be damaged. Under the platinum warranty hinges are covered. I was having problems with the door right after I purchased the vehicle but didn't know it was out of the norm. Sometimes when the I closed the door by the remote it would beep when it was almost closed then reopen. When [redacted], the [redacted] from Sunrise Toyota, spoke with Toyota warranty they told him if I had Platinum coverage (which I thought I had) it would have covered the repair. The reason for an Extended warranty is to cover things that would go wrong with the vehicle during the duration of the warranty period. The reason I went to another dealership to have the repair done was because I didn't trust Atlantic Toyota after the hassle they put me through after my purchase. They intentionally avoided me after I purchased the vehicle. Every time I called to speak with someone the computers were down or they would say they would call me back and never did. I even stopped by there several times to speak with the sales manager and when I asked for my original  paperwork for the vehicle they told me they didn't have the keys for the files. It really shouldn't make a difference where the vehicle was fixed because it was done at Toyota dealership. The problem is still the fact that I was given a service agreement that was not what I wanted even though I was told I was purchasing the platinum warranty. I feel they deceived me when I purchased the vehicle. After looking into the problem with the rear tailgate I found that it was a common problem on this vehicle but unfortunately there was never a recall. I think Atlantic should cover the repair. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 A meeting was setup and all parties attended. I almost felt it was a waste of time. Nothing came out of it.  The promises made never came through.  The offers mentioned in their responses is not true.  I was not offered a goodwill to lower my expenses. I wasn't offered anything to help me with this.  I came out of the meeting hoping I would get positive feedback, instead nothing happen in what was mentioned would occur, etc. phone call from the general manager.  At the meeting they stated he was out, any solution would rely on him.  My daughter whom attended the meeting with me, asked Mr. Steven W[redacted] do I have his word on assisting me and he stated yes. Nothing has been done to resolved this matter and to this day haven't heard from the dealership.  Everyday I contact Customer Relations, Case # [redacted] to have this move up to someone that can help with this case. During the transaction of buying the car, I wasn't offered anything and didn't know what I was signing (15 or more papers) as nothing was explained to me.  It was only at the meeting was when I found out that I have a lot of extras in expense that was added to the contract. Things that I will never use or need in the car,e.g. bluetooth, warranty for $7,000, etc.  After I purchased the car, I went back the next day, Oct. [redacted] to see what could be done to retrieve my old car back or retract the contract. They told me nothing could be done, your car is gone and the salesperson walk away. The following day Toyota called for me to bring them the title to the car.  I am totally confused about the entire transaction.  I have purchased two cars from them and getting extremely very bad customer service.  I'm 80 years old and suffer from [redacted] and short term memory and it was only when my family explain some of the dealings did I see what a sham that I was coerced and persuaded into.   I'm stressed, worried, loss of sleep, traumatized about how the payments will be made as I'm on a fixed budget.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: In Sept. 2014 my husband and I went to Atlantic Toyota to lease 2 cars. We were quoted a price from the salesman and agreed. When we went to the finance dept. we were given a higher amt. but we're told that we would get a refund and our payments would go down in 6 months. Being trusting and honest individuals we agreed but later found out the price of each car was raised over $3500. We finally received $1500 hush money after numerous unreturned phone calls and visits.Desired Settlement: We should receive the difference. We were supposed to pay $420 a month for both cars for 36 months. We are paying $623 per month for 6 months

Business

Response:

This customer signed all relative documents including bank contracts on the agreed prices with transparency. There is nothing documented in any of the documents with regards to any reduction of payments. A decision was made solely from goodwil from our businessl to offer the client $1,500.00 on our part to keep the customer retained and they had agreed to accepting it. I do not feel that there is any issue open at this time. If the customer would like to again visit with a senior manager by all means we are open to that.