autonation toyota scion tempe

I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I emailed this missing form? which [redacted] provided back to him sometime ago. I'm going to consider this to be unresolved until I receive confirmation from the lender [redacted] that they've received this refund.

Regards,

I went in and test drove a car from this dealership on a Saturday. In turn they drove mine. We did not reach a deal on the car so my mom, my daughter and I left the dealership. As we were pulling out of the parking lot, I looked to my right for traffic and noticed a pretty significant crack in my windshield (4-6 inches long). It was extremely noticeable and not something I would have not seen previous to them test driving my car. I immediately turned around and went back. I spoke to the finance guy and salesman I was dealing with who both immediately started in that the damage was there when they looked at it originally. They stated they took photos of the car before they drove it and took photos of the damage. They also stated they had deducted for the damage in the trade-in value of the car, which was never listed in the deductions.

The finance guy first asked if I had a deductible on my glass coverage, “because his windshields get broken all the time here.” I told him my deductible was irrelevant and I should not have to file a claim on my insurance for damage that resulted from them driving my vehicle. I then asked to see the photos. The general sales manager [redacted] was at this point, at the counter speaking to the finance guy and finally came over to me. He began by asking me "if I really felt like they damaged my windshield?" This wasn’t a pleasant exchange. This was him trying to intimidate me. I advised him that the damage was so apparent that I honestly could not imagine I would not have seen it if it was there previously. I told him I would never ask them to pay for something they did not owe for, so if they had photos to let me see them. He said it did not matter if they had photos or not, they really wanted to sell me a car. I told him we were not close enough on a deal. He then hands me his card and tells me to think about it, and if I really felt they owed me for a windshield to call him on Monday and they would replace it. I was then reminded by him they didn’t damage my windshield.

On Monday my husband takes my car up to the dealership and speaks with [redacted], who informed him they did not take photos of the damage. My husband told him that wasn’t what I was told, to which he replied that my husband was “misinformed.” They then asked him to schedule an appointment and leave. He explained this needed to be taken care of now. They replaced the windshield, but not before being completely rude and disrespectful to my husband. The general manager also made a point to tell him that they didn’t have to replace they windshield if they didn’t want to.

These were the most disrespectful and unethical people I have ever dealt with at a dealership. I won’t even begin to describe the ridiculousness they tried to pull when making me an offer on the car. These people blatantly lied and tried to take advantage of me in this situation, and it isn’t appreciated at all.

We did take the vehicle back.  Cancelled everything.  Aready responded to this.

[redacted] and his step father [redacted] visited our store yesterday in regard to these issues. His language as displayed in the complaint was similar yesterday. [redacted]'s step-father [redacted] wanted to be the one to resolve any issues so [redacted] agreed to acknowledge his...

concerns.[redacted] stated that he never signed our 3-day/150 mile return policy and didn't know anything about it. We were able to produce the document and he suddenly remembered the policy, but then accused us of forging his signature. Although the customer was well within his 3 days, he had driven over the 150 mile policy. He then accused us of adjusting and changing the odometer to reflect that he had gone over his miles. I produced and showed the documents of when we checked that vehicle in at our shop initially to inspect and repair to sell. There were 4 less miles than from when he purchased the vehicle. The customer signed an Arizona State Secure Odometer Reading Document that reflected the mileage on the vehicle at the time of purchase, when he arrived yesterday we re-read the odometer and he clearly had gone over the 150 mile policy by over 120 miles. The vehicle was in his possession from the time of the signed documents until he returned yesterday so we couldn't and would not have adjusted an odometer. EVER.The customer took his vehicle to his "mechanic" and was told that he needed front brakes and that there was a major oil leak. While the customer was here I agreed to put the car in the shop and get it up in the air to inspect. [redacted] and the Service Manager and Technician all inspected the vehicle. We measured his front and rear brakes. The front brakes that his mechanic told him he needed measured at 8mm and Thomas took pictures to show [redacted] the father. [redacted] was very upset with his "mechanic" and now knows he was being dishonest with them.No brakes are needed for this vehicle. We had already turned the rotors prior to the sale as well as part of our reconditioning process.The "oil leak" was not an oil leak it was a small seep coming from a power steering hose. The cost for this repair is $ 356.00. Thomas and [redacted] agreed that AutoNation Toyota Tempe would pay $ 206.00 and the Customers step-father would pay $ 150.00 to repair this issue. We currently have this vehicle in our shop completing the work this morning. The customer also understood at the time of sale he was purchasing an AS-IS vehicle. He also signed the appropriate documents that reflected this in the purchase. If any documents need to be validated, we can certainly provide that at any time. Us (AutoNation Toyota Tempe) agreeing to pay for the majority of the small repair was in good will to our customer.Although we value our customers satisfaction, we have done our best to accommodate this customer.We consider this issue and complaint - Resolved.Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would...

not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am satisfied with Tempe AutoNation Toyota/Scion taking the vehicle back, but I am not satisfied with them taking my down payment of $2,000.00 out of my bank account. I just want my down payment back and for my family and myself to go back to normal just the way it was before I step foot into their business. I also want to make sure that nobody else gets treated the way we did by their business. Thank You. 

Regards,

To whom it may concern:After reviewing the  customers concern we are reaching out and willing to reimburse as a goodwill gesture $500.00 of the $646.17 spent. We feel with the average tire life on a Sienna of 30k and Ms. [redacted] has driven her car for over 26k miles this to be a fair goodfaith...

offer. If you have any further questions or concerns please call us directly at [redacted].

Please see the attached documents. Autonation's Service Center cut a check for $488.75 on 9/25/14 and is forwarding it today to [redacted].

Dealers service advisor tried to sell repair that was fraud

The delay was due to the check having to clear through a 3rd party check guarantee company ([redacted]).   The refund check was processed by our Corporate Service Center on 11/20/14 and is at the store awaiting the customer to pick it up.  The customer has been contacted.

Customer policy has been cancelled and the customer should recieve there refunds with in 3 to 4 weeks.  We have been in touch with the customer to finalize the missing documentation needed to process this request.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To whom it may concern:In response to the [redacted] compaint [redacted]  all her concerns have been addressed and resolved to her satisfaction.  She told me upon delivery of her vehicle that she would make the necessary phone call to the Revdex.com to close the...

case.Thank you [redacted]

Complaint Detail / Problem - autonation toyota scion tempe
Complaint Type: Contract Issues
Problem:
they sold us a used car - as is - 3 days 150 miles - got home late that night, smelled oil burning bad smell - it is 35 miles to my house - the next morning I had my mechanic look at it - he told me the front brakes needed to be replaced asap and the oil leak was bad enough to take back - total driving under 100 miles - the person I had as a sales men was Ken Pahl we get the car back and they say I drove over 275 miles and they won't take the car back - the lied about the odometer reading - they will not do anything for the car - they won't take it back - they wont fix it - after I raise my voice to get something done they threaten to call the police .. we only had the car for one [redacted] day ! - I am supposed to get three [redacted] days - they keep noting the 275 miles they say I drove - ... I drove no more than 100 miles max ...that is over estimating - but again at this point I only had the car for 1 day and a 1/2 they new something was wrong with the car - they covered it up and lied about the odometer reading ... [redacted] Cs they rigged the odometer - they lied about the vehicle inspection and acting like [redacted] aes on any compromise to get anything fixed - complete [redacted] aes I want the car taken back or completely fixed -
Desired Resolution / Outcome
Desired Resolution:
Repair