Bill Page Motors, Inc

in reference to the complaint, our company's response is as follows:
the vehicle was brought in on 01/02/for check engine light and 4wd light onit was diagnossed that it needed ignition coilsAs it is our company's policy, customer was notified, explained to and customer agreed
to the repair of replacing ignition coils for the price of parts and labor,I, Moji A***, Service manager, had a call later on that the check engine light is on and the vehicle is in North CarolinaI made arrangements with the service manager in a *** dealership near to them to look at the vehicle and agreed that if WE REPAIRED THE VEHICLE BASED ON MISDIAGNOSTICS, WE WOULD REFUND THE MONEYThe vehicle was taken to dealership in North Carolina, it was determined that upon repairing the vehicle, our technician left a vacuum line loose, and light needed to be resetWe paid the dealership and vehicle was returned to the customer*** has a warranty procedure for a year and unlimitted miles, it means that our part and labor is warrantied not that we would refund part of the money for inconvenience*** *** has contacted *** headquarters, Virginia office of Attorney General and now, trying Better Buisiness BureauWE have stood behind our work by staying in contact with customer and making sure that the *** dealership is aware of the situation with car and await their bringing the vehicle and ultimately, correcting the issue*** *** is asking for $for the inconvenience and not that she belives that we mis diagnossed the vehicle and repaired it incorrectlyTherefor, we believe that we have done all what we could in order to stand behind our work and our warrantySincerely,
Moji A***
SErvice Manager
Bill Page ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because Bill Page *** and MrMoji A*** are missing the point! The vehicle has been fixed but at what cost? There was cost to my daughter (with the anxiety of having to deal with the vehicle after it was supposedly repaired by Bill Page *** and she had to take time off from work and I would like it reimbursed by Bill Page ***. They need to understand that there is a cost to people's time and effort. If the job was done correctly the first time, my daughter would not have had to contact us during her return trip home in tears to let us know that the check engine light had returned; if the job was done correctly the first time, my daughter would nothave had to take time off from work. For them to simply state the car was eventually fixed and for them to state that "we believe that we have done all what we could in order to stand behind our work and our warranty" is crazyHe keeps referring to a warranty. First, he is crazy if he thinks I would ever bring another vehicle to his place of business to be fixed. I would rather walk then to every deal with Bill Page *** again. Second, he knew when the vehicle was brought in to his place of business for service that my daughter lived in North Carolina and that the vehilce was being brought back to North Carolina. What good is their warranty when the vehicle is not in Viriginia!
MrMoji A*** is very confused on the details which leads me to believe that he is not truthful on the entire situation! (1) This is the first time he is now saying that there was a vacuum line loose and the light needed to be reset. All along he told us that the check engine lights needed to be reset. (2) He states that he made arrangements with the service manager in North Carolina. He is wrong. He told my husband that we needed to contact the dealer in my daughter's city, make arrangements to bringt he vehicle in, and HAVE THEM CONTACT HIM, which we did. (3) He did not say that "if we repaired the vehicled based on misdiagnostics, we would refund the money". That is a total misstatement by MrA***. He clearly told my husband that "the work clearly was not done to our satisfaction and that they should refund our money"MrA*** refers to a warranty. When I spoke to the general manager, China A***, she stated that she did not think it was right to take money away from the mechanic who did the work on my daughter's vehicle -- never once mentioning a warranty. (The disception continues )
As you can see, there are several misstatements by MrA*** which makes this whole situation more frustrating. I am not dealing with a reputable business!
I am not sure what MrA*** was inferring when he said that "*** *** has contacted *** headquarters, Viriginia Office of Attorney General, and now, trying Revdex.com." What MrA*** doesn't understand is that America has put in place laws that protect the US Consumer. If a customer is not satisfied with a company's performance, they have every right to pursue correction. As far as I know, I am still working with *** Headquarters, as no one there has notified me that my case has been closed! The Virginia Office of Attorney General has closed my case because they do not handle cases of this type and directed me to the Revdex.com to pursue it, and that is how I ended up hereThey did not do their job to our satisfaction. They believe that because they sent us to another dealership (at our expense of time and travel) to correct their error that they have no copability which is not acceptable to me nor any other consumer! We paid good money to have the job done correctly the first time! If they could not meet that criteria, then they should refund me the cost of the labor.
Regards,
*** ***

Review: I am writing this letter to dispute Acct. No. [redacted] and to seek out a complaint of bad business conduct perpetrated by Bill Page Toyota, located at [redacted] in Falls Church, VA.

I first went into this contract not knowing and without the understanding of the false and misleading financial information given to me by **. [redacted] as he guided me through the contract.

.

**. [redacted] knew I had no knowledge of how these contracts work, and he assured me I could put my trust in him to properly guide me through it. The salesman [redacted] and [redacted] in finance was also complicit in this fraudulent deception.

Since I do not live in the location of the dealership but reside out of town, **. [redacted] told me the contract would be mailed to me. I went into this agreement strictly with the intention of co-signing for my son [redacted] to help him establish his credit. I was told by the above salesman [redacted] and [redacted] to give **. [redacted] a call when I received the contract. Upon receiving the contract in the mail, and contacting [redacted] by phone, he instructed me where to sign the contract.

On the phone with [redacted] I made it perfectly crystal clear verbally that I wanted to ONLY co-sign for my son and not be the primary. He then instructed me to sign the top line, which I questioned him about. I asked him”why was I signing the top line when I’m supposed to be the co-signer”? He then said “that is where the co-signer is supposed to sign”. He repeatedly stated throughout our conversation “yes, you are the co-signer.”. He also stated “this is the way it’s done, for you to sign on the top line, and you are the co-signer.” He then stated “you both are responsible for the vehicle, you as the co-signer, and your son as the primary.” I falsely believed that **. [redacted] was being truthful with me and I continued to stress throughout our conversation that I wanted ONLY to be the co-signer not the primary.

I then asked **. [redacted] if I can receive a copy of the contract in the mail, he assured me that I absolutely would receive a copy of the contract in the mail sent out that same week. The only paperwork I ever received in the mail, was the Bill of Sale contract which was only 3 pages, much less than the contract I originally received from Bill Page Toyota. I called [redacted] and expressed to him that I did not yet receive a copy of the contract. He informed me that he would be sending a copy of the contract in the mail to me that week. I have NEVER received a copy of the original contract to this date.

I then asked **. [redacted] “why do you have me listed as the primary buyer, when I specifically told you I wanted to co-sign, and you said “yes you are the co-signer?’ He then arrogantly stated to me “[redacted] car dealerships do not do co-signing anymore.” I then stated to him “**. [redacted] you assured me throughout our conversation as you instructed me where to sign, that I would be strictly a co-signer, and not the primary buyer.” He just continued to say with an unpleasant tone “no one co-signs anyone.” All the above persons entire tone of voice and attitude completely changed to rudeness after they received the contract, and I tried to contact them to get this matter cleared up. Most of my calls were either ignored, or all above persons were completely rude and very short with me saying “there’s nothing they could do.”

I then called other dealerships to find out if they still accepted co-signers, they ALL said yes they do, so that is yet another lie told to me by [redacted]. Another thing of concern is that if Bill Page Toyota does not accept co-signers, then why did they accept my son [redacted]’s name as the co-signer? He was supposed to be the primary buyer and myself as the co-signer, but the lies and fraudulent practices of Bill Page Toyota made certain that did not happen.

I made more calls in an attempt to speak with the owner of Bill Page Toyota, but to no avail. I finally received a call from a [redacted] Page who told me he was the owner. I explained to **. [redacted] Page what has taken place and the deception of his employees in hopes that he would make things right. He was very brief in conversation, with NO concern whatsoever on the lies and deception perpetrated by his company, and he said ‘there nothing I can do.”

This dealership Bill Page Toyota-Scion located at [redacted] in Falls Church, VA showed me bad business conduct along with fraudulent and misleading practices in dealing with their contract.

I am requesting that they make things right in this matter by removing this off of my credit report and credit score. If they so easily did this to me with no conscious, then they undoubtedly have done the same to others. Feel free to contact me at anytime.

Thank YouDesired Settlement: I am requesting that they make things right in this matter by removing this off of my credit report and credit score.

Business

Response:

In response to complaint # [redacted] our company's position is as follows.

The purchase date was on 10/30/2012

The vehicle was purchased for her son, [redacted]. Due to his credit score, we wer unable to finance him as primery owner. therefor, **. [redacted] needed to co-sign the deal.

**. [redacted] never spoke dirrectly with our Finance manager. the contract was sent to her via FED EX , she signed under the "Buyer" and "co-buyer" was her son and returned the contract.

She was not mislead by any of our sales and finance employees and her complaint has no merrit.

Customer Relation MAnager

Review: This used car dealership had an internet advertisement for a 2004 Toyota Prius (Vin number [redacted]).....it was advertised on [redacted] and it even had a messaging system directly with this dealer where they responded to our online message. We arranged to come view the vehicle for a test drive, and brought the printed out advertisement as well. When we arrive, the first manager said yes this was the car, and confirmed it as well...A few minutes later, the other manager and sales person start saying the price is wrong and we would have to pay 11k -12k for this vehecle when the [redacted] advertisement clearly says its cost is 8,688.....it had the same vin number and mileage listed as well. The managers said, ok, let us discuss and we will offer you a price shortly...so we wait and go to our car....they never call us, and so we call them after a few hours, the manager [redacted]

Toyota Certified Car Manager [redacted] answers and says...oh we sold the car...its gone...we said..well we were waiting fro a call back. He says he sold the car for 11k...We said this is [redacted]...and why didn't anyone call us? IT was obvious he was lying about selling it, and was trying to avoid being held to their internet price. This morning I checked their website and they have the car as available and is now listed at 11, 950...!Desired Settlement: Sell the car for the first price and honor what you advertise!

Business

Response:

Re: complaint ID # [redacted]

in response to above mentioned complaint ID # , our company's position is as follows.

the vehicle was advertised by [redacted] and NOT Bill Page Toyota.

The vehicle is advertised on our company's website for $11950.00

Bill Page Toyota has no affilitaion and is connected be any means to [redacted].

We do honor the prices WE advertise on our own website.

Therefore, we believe that allegations have no merrits.

Respectfully submitted,

Customer Relation Manager

Bill Page Toyota.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: they're denial of any affiliation with [redacted] just isn't true....[redacted] displayed the vehicle and also had a messaging interface on their webpage if you wanted to purchase the vehicle. We submitted a message THROUGH [redacted] website, and sure enough we got a response from Bill Page Toyota sales representative ([redacted]). If they literally have no affiliation, then why does the website provide direct emailing interface to the sales representatives on the vehicles they are advertising..(we even have his email still today saved) its the same VIN, same make everything. When we first arrived, they were looking at their computers and when asked if it was the same vehicle, they said YES and also confirmed that internet price...Then a few minutes later is when they started changing their story, and lied on the phone to us when we called them to find out why they didn't call us back. They claimed they sold the car within a few hours time-frame...Just unbelievable!

Regards,

Business

Response:

[redacted] advertised this vehicle without our knowledge. they are not responding to our calling.

the vehicle was sold the next day after it was seen bt [redacted].

Regards,

Customer Relation Manager

Bill Page Toyota

Review: I bought a [redacted]. One car opener was provided and there should have been two. We got one key and an envelope which Afros stressed don't lose it in case you ever need another opener made. An acquaintance just bought the same car and received two. I called [redacted] who verified I should have received two. I called the dealer (Hanook, a salesperson took the call) who said of course it comes with two and it should have been provided and would call me back. Johnny K**, the sales manager, called me back and said that his staff would never not give the customer two. I said that I didn't get two. After discussion, he said he'd talk to Afros tomorrow when he's in the office and get his take. He indicated that Afros has an excellent memory and is sure that he'll remember the sale. My perception was that he thought that I was lying. I found him very rude and not customer service oriented at all. He asked why I waited so long to call about it. I indicated because I didn't know any differently until I had a casual conversation with someone who recently bought a similar car. I wouldn't know that I should have received two. He also said that those parts cost $300, if it was only $50, it would be no big deal to give me another. In addition to only having one key, I'm concerned that my other key is out there and available to someone for their use.Desired Settlement: I would like the second door opener for my car.

Review: I walked into Bill Page Toyota today 08/03/2013 with intentions of car shopping for a Rav 4 or possibly a camry, and expected wonderful service due to the fact that my fiancé works as a finance manager at this business as well as other referrals from reputable customers. The business manager ([redacted]) rudely said to her coworker [redacted] (finance manager) that for reasons unknown, that he did not want me there. When I approached **. [redacted] he immediately changed his attitude and realized I was standing below the podium that he was sitting on. He then proceeded to say yes sir and treated me as if I was a joke and not a serious buyer. The sales associate helping me at the time ([redacted]) also said it was weird that he was treating a customer as well as her coworker this way in such a rude and degrading manner and it was also quote on quote not the first time. While I was on the test drive my fiancé was threatened by **. [redacted] that he would call his superior and report that I was there as if it was some kind of policy infraction or as if I was sanctioned to not be there. Truthfully I am disappointed in Bill Page. My father, who works for a bureau of investigation also found this incredibly wrong. It's abusive and also to add insult to injury my fiancé is pregnant 5 months and should not be tormented in such a stressful manner. I insist this be taken care of with the right kind of reprimanding. [redacted] is not the owner of the business and even if he was should have more dignity, apathy and respect for others in such a professional environment!Desired Settlement: Change in defined behavior and professionalism as well as an understanding that being put in a high position requires a set of principles and responsibilities that goes above and beyond just "doing your job" or termination.

Business

Response:

In response to complaint # [redacted] , our company's position is as follows:

**.[redacted] is fiance of one of our employees and he has been visiting his fiance frequently during business hours and had spent time with her in her office. The employee has previously been warned not to have her fiance in her office during work hours.

On 08/03/2013 **. [redacted] was seen spending time in the employee's (His Fiance's) office again despite previous warning. **. [redacted], our sales manager, asked The employee to aske her fiance to leave.

We respect all our customers and we expect our employeed to conduct business in business hours and do not mix work with personal matters.

Customer Relation Manager

Bill Page Toyota

Consumer

Response:

[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 is satisfactory to me.

In regards to the statement of me being in my fiance's office on 08/03/2013. This is not true. This would be a good excuse but not valid. I stand by my integrity and won't change that. I came in to test drive a car. I will furthermore take my business elsewhere. If there are cameras in that building which I'm sure there are then obviously there is a way to see if this is true. If not there are many witnesses or employees who saw me standing waiting at the sales associates accociates desk. Either way I accept this with prejudice.

Regards,