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Bell Road Toyota

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Bell Road Toyota Reviews (21)

The customer feels like they were misinformed about the Theft Code program and requested that they be refunded the amount for that feature. I contacted the customer and apologized and assured them that we will cancel the optional coverage and refund the full amount of $289.90. We truly value our...

customers and want them to be confident with their purchase and experience here at Bell Road Toyota.

[redacted] 9.9.15Condition: The Customer was under the impression that she would be approved for her new vehicle but the financing didn't get approved so she had to return the new vehicle after one week. Additionally, when they returned the vehicle to her she...

expected that the repairs would be completed on her trade but were not. The Brakes have been an issue since she bought the car in March. She has been here multiple times. Her last visit, service recommended new tires due to not rotation the tires but, she was under the impression that the rear brakes had been serviced and the tires have been rotated.               Cause: The new vehicle loan did not get approved so they had to unwind the deal. The repairs that she is concerned with were not fixed yet. Service has addressed the brakes issue. But It will need to be looked at again. Remedy: SM contacted the customer to set up a service appt for 9/10/15 at 4:15pm CRM contacted the customer (9/9 at 2pm) to understand the whole situation and the customer is ok with everything at this point. 9/11/15: Update, [redacted] came in to have her brakes serviced on 9/10 @ no charge. Unfortunately as far as the other complaint, about not being approved for the new vehicle, there is not much Toyota could do about that. But apologize.

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,

I contacted the dealer in regard to a Toyota Venza 2013 Limited AWD, and the sales person quoted me $ 37,000 OTD price with 0.00 % APR *60 months given the end of year and they want to move all 2013 v3hicles(this price is lower than other dealers' price by around $ 3000). I double confirmed with the sales person before I drove 2.5 hours to Phoenix from Tucson. When I arrived there, the sales person was busy and he sent another person to work with me. First, they showed me a 2013 Venza XLE (not limited) telling me the price quote was for an XLE and not Limited. When I insisted that I received a quote about the Limited, they offered me this vehicle for 41,000 OTD price with 0% finance. I talked to the manager who came in with this offer. After discussing with him what happened, his response was "[redacted] HAPPENS". I drove back to Tucson with no purchase.

[redacted] never purchased a vehicle at Bell Road Toyota. His daughter [redacted] purchased a 2009 Toyota Corolla from us. [redacted] came back to the dealership and we addressed her concerns in the finance department. Heather was completely satisfied when she left the...

dealership. Her dad who had nothing to do with this transaction filed this complaint. In the interest of customer satisfaction I contacted [redacted] and offered for her to bring the vehicle back and I would refund her the money she paid. She told me she loves the car and does not want to give it back and that she is happy with the transaction. [redacted] told me she was going to contact you to remove the complaint her dad filed.

The amount set up in the deal to make the pay off on Ms. [redacted]’s trade in was high ($18,750.00). The actual amount of the payoff was $18,361.61. The difference is $388.39. The accounting office was waiting for the lien holder to release the title to Bell Road Toyota before a check was cut for the difference. Today, May 4th 2015 the title for the trade came in the mail. A check will be issued to Ms. [redacted] for $388.39 and mailed to the address on file. She should receive the check within 7-10 business days. As far as what happened in the finance department, it appears as though there was a misunderstanding between the finance manager and Ms. [redacted]. Our finance team’s policy is to never make a promise or advise a customer to not make a payment, or that an automatic payment will stop. This matter is between Ms. [redacted] and her previous lien holder. I apologize for the misunderstanding. At this time, no other actions or goodwill will be taken.

Mr. [redacted], First of all I would like to apologize for the misunderstanding in pricing. Unfortunately there is no way to confirm what the price listed on the website was from back that far. Prices and inventory change on the internet at a rapid pace. There is nothing we can do other...

than offer an apology at this time. There is a signed contract that shows the vehicle’s selling price that was agreed upon by the dealership and by the customer.  Sincerely,[redacted]Customer Relations Manager

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 did get two voicemails from the customer service manager at their business, and left a message for them and did not hear anything past that. I got NOTHING from the financial manager or anyone else there. Additionally, they will not take responsiblity for their employee's actions. The situation was clearly explained with the automatic payment and the response back from [redacted] - a financial representative - was that before the date of the automatic payment came out the loan would be paid of therefore there would be no reason for them to take the payment. Once I got what I thought was a solution - as soon as it came time for it to be solved it was a different story. Everything I was told was then contradicted. 

Regards,

I apologize for this misunderstanding however; the claims against Bell Road Toyota are incorrect.
According to the sales contract that Mr. [redacted] provided, the $400 was not charged 2 times. That fact is incorrect. As I previously stated the trade in had a loan balance of $3900.00 the amount that was agreed upon at the time of sale was $3500.00. The $400.00 difference is Mr. [redacted]’s responsibility to settle his loan. That amount is shown on the contract, [redacted]. The $400 is only charged one time, not two as Mr. [redacted] claims. Nothing was unethical about this sales contract. The $400 was not added to the cost of the car, it was added to the total loan balance.  I have attached the document that Mr. [redacted] provided me to show that there were two $400 charges, I only see one. The other is negative.
The alarm still exists on the car, it is not activated. Mr. [redacted] can choose to activate the alarm for the cost of $595.00.
The security that was paid for is active. It is called Theft Code. It is a theft recovery service. The VIN is etched into different panels on the vehicle in case it is stolen and parted out. If the car is not located within 30 days, the customer will receive a settlement from Theft Code in the amount of $2,500.00.  I have attached that document.

The original price of the vehicle was $18600.  The trade in amount is not disputed...$3500.  The price of the vehicle was increased by $400 to make the total price $19000.  This was done to offset the trade in amount being less than what was negotiated.  The problem is that the total price was increased by $400 twice (18600+400 and then an additional 400 described as "[redacted]")...and the finance officer said it was only increased once (thus, misrepresentation).   Attached is the contract and circled are the amounts that the finance officer said canceled out...but in reality, the total price never changes when the additional $400 is added.  This was brought to Toyota's attention the VERY NEXT DAY (after purchase) because I admitted to missing the fact that they didn't cancel out (upon signing) and offered to return if not corrected.  Toyota denied the return and has yet to address the misrepresentation.  Also worth noting...Paperwork was signed at the time the actual deal was made with sales showing the offer that was agreed upon...$19000 + $3500 for trade in (Toyota refuses to disclose this).    As for the security, I also agree I did not pay for it to remain in the vehicle.  I was never told that it would be removed if I didn't pay nor is there any paperwork that shows that it was declined (that I am aware of).  So, Toyota never told me or had me sign for anything that allowed them to alter the vehicle from when I test drove it.  When the security system was removed, I was told that the vehicle was being washed and did not realize it was removed until later.  Once again, management at Toyota turns a blind eye to the facts.  I have told them to provide anything in paperwork that shows this to be incorrect...and they have not provided documentation (which I would think they need to have) that will lay this issue to rest.

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 responding to the email regarding [redacted] Toyota. [redacted] and his service department never checked out the odor that was coming out of the vents. [redacted] our salesman went into the car and turned on the ac and made a face as if he smelled exactly what I was smelling. He turned off the car and got out handed me the keys and while he handed me the keys he looked like he was still holding his breathe. I asked him if he smelled it and nodded his head and said, " Ill go see what I can do". As far as the different color goes I feel that I should have been made aware of it. In his response he says that if I was unhappy with the vehicle I was welcome to trade it in. I tried to do this but once again I was told that there was nothing else they could do for me unless we gave them more money. If Mr. [redacted] and his dealership would have been honest about everything from the start all of this could have been avoided. I am at the point of contacting my lawyers and resolving this once and for all. I am asking that the GAP insurance of 1,650 be canceled and refunded. I am tired of dealing with a dishonest company.

Regards,

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,

[redacted] purchased the new vehicle on February 15th 2015. The traded in [redacted] had a payoff made on February 16th 2015 to [redacted]. This payment was sent via USPS on February 17th 2015 and was going to [redacted].

I apologize the response wasn't what Ms. [redacted] had hoped to hear. The options available to Ms. [redacted] are, she can trade the vehicle in if she no longer wants it. She is also welcome to make an appointment with the service department to have the odor issue addressed again. As for the GAP cancellation goes, we will need Ms. [redacted] to come in to the dealership and see a finance manager to sign the required documents in order to cancel the GAP coverage.

I spoke with the general sales manager, [redacted]. We went over the problems Ms. [redacted] is having with the purchase of this vehicle. [redacted] explained to me that the issue with the odor was checked out by our service department and nothing was found to be causing an odor. As far as the squealing sound...

goes, Ms. [redacted] is welcome to make a service appointment to have the cause of the sound checked out. The color of the vehicle is as it was when the vehicle was purchased. The contract was signed and the car was purchased as is by the customer. If Ms. [redacted] is unhappy with the vehicle she purchased from [redacted] Toyota she is welcome to trade it in for another vehicle, but it can not be returned nor can the financing and contract be changed at this time.

Mr. [redacted] has been contacted by Bell Road Toyota’s Customer Relations Manager [redacted]. To promote customer satisfaction and loyalty Bell Road Toyota will tint Mr. [redacted] windows, and have his vehicle cleaned to his specifications.

Unfortunately it appears there are some things that were misunderstood. Maybe not explained...

correctly, but the value that Mr. [redacted] claims to have been quoted for his trade was $3500 which is the same amount that he was given for his trade on his sales contract. The $400 difference that he is referring to is the difference to pay off his auto loan. The Balance on his auto loan was $3900.  If you accept less for your car, you are accountable for the remainder of the loan.
As far as the alarm goes, we equip all of the vehicles on our dealership lot with an alarm. The customer is given the option at the time of purchase to include the cost of the alarm on their contract and it is left in the car. If the customer declines then it is deactivated. It is possible that this process wasn’t properly explained to Mr. [redacted].

To Whom It May Concern: I spoke with the Finance Director ([redacted]) and the Finance Manager ([redacted]) in regards to the car deal for [redacted]. The three of us pulled the original car deal and reviewed the paper work. In the deal, it shows a signed buyers order...

which clearly states the loan would be for 72 months. The 2.9% interest rate is advertised for certified vehicles on a 60 month loan only. Ms. [redacted] signed and agreed to a 72 month loan. Addressing the Finishing Touch, this type of add on is never done without the customers approval, and is considered a “hard add”. This means it is not refundable. However, Ms. [redacted] is welcome to come in to the dealership and sign the required paperwork to cancel the GAP insurance on the vehicle if she so chooses. There was no unauthorized price hike. All documents were reviewed and signed by Ms. [redacted]. There will be no $1,000.00 refund issued.I apologize for the confusion and misunderstanding that Ms. [redacted] experienced during the time of the purchase of her vehicle at Bell Road Toyota. Great customer service is our number one priority. If Ms. [redacted] has any further questions she is welcome to call me or a finance manager at any time. We thank you for your business.  [redacted]Customer Relations Manager

I have personally tried to call Ms. [redacted], along with the Finance Director and the General Sales Manager. We have not received a call back from Ms. [redacted]. It is our policy to never promise anything in the finance department.  Especially automatic payments from a vehicle being traded in and...

debited from a customer’s account. There is nothing we can do with Ms. [redacted]’s personal and private account with her lien holder. We made the payoff on the traded in vehicle, but it is Ms. [redacted]’s responsibility to contact the lien holder of her vehicle being traded in to work out payment information.

On 5/11/2016 I brought my 2008 Rav 4 Toyota in to Bell Road Toyota (BRT) for additional services recommended by my service representative. I picked up my car that afternoon. Taking the 1 17 freeway east to my home I experienced the most alarming sensation of the car being hard to control bouncing and rocking as I drove. I pulled over to the side of the freeway and put on the flashers.I was very frightened! Soon a man pulled over to find out what was wrong. After describing what was happening he offered to follow me to my Thomas Rd. exit. I got home and called my Bell Road Toyota service representative. He told me to drive the car back to them. I told him I wouldn't even consider getting in the car to drive it. They sent someone to retrieve it. After several hours I was called by a customer service representative and told that the struts had frozen while the car had been on the hydraulic lift. THE CAR WAS RETURNED TO ME WITH FROZEN STRUTS....... a very dangerous condition. BRT replaced the front struts (pro bono) returning the vehicle to me. My car continued to bounce and sway, but at a much lesser level. The car jolts when I stop and apply the brakes at a stop sign. I repeatedly contacted BRT. The customer service manager asked me to bring it in & he would go for a test drive with me. On 5/25/2016 I went for a test ride with him. He drove. After 2 minutes he agreed the car was experiencing a wobbly ride. Prior to this incidence my car rode as smoothly as the day I bought it! He then told me he would have the regional Toyota Service Manager from Denver come to access what was going on. An appointment was scheduled for 6/9/2016.

OUTSIDE EXPERT OPINIONS

On June 2, 2016 I took my car to a Toyota/Lexus technician with 30 years experience as well having been a service manager at a Toyota/Lexus dealership in Minnesota for a second opinion. On June 29, 2016 I was referred to another Toyota technician referred to me by a friend at a dealership.

The following is a compilation of their findings:

They first questioned how a car could be released, with frozen struts to a customer, as a test drive should have been completed and signed off on. He suggested I find out what parameters are in place at BRT and if the BRT service Manager had been involved in this situation.

1. When a car has been driven with frozen struts it should have both the front struts and back shocks replaced at the same time.

2. An oil leak is visible on one of the back shocks

3. Front end dives on sudden braking

4. Exaggerated unbalanced ride experienced throughout test drive.

On June Sean B[redacted], (never got his card)from Denver. My appointment, which I had confirmed the day before, was scheduled for 11:00 a.m. At 12:20 p.m. Mr. B[redacted] (a former BRT employee) walked in and apologized with a shrug saying " the lady I was just meeting with just kept talking".

The BRT customer service mgr joined us for the "test" ride. During the ride the car bounced and swayed and the sudden braking jolt continued to occur. Everytime I pointed out an incident that demonstrated my complaint Mr. B[redacted] ignored and made no comment. Upon our return to BRT I asked Mr. B[redacted] if I could record our meeting. He declined to have me do so. I brought a print copy of the first expert outside opinion and asked them to read and sign it. The BRT customer service rep signed. Mr. B[redacted] refused to do so. His response to me was that BRT had done nothing wrong; that "after all your car is a 2008" and that Toyota would do nothing further to return my car to the smooth riding condition I had experienced prior to this incidence!

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Address: 2020 W Bell Rd, Phoenix, Arizona, United States, 85023-3303

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