Bob Baker Toyota

Regarding the complaint filed by Mr. [redacted] based
on his and his sons [redacted]’s purchase of a new 2015 Toyota Corolla ID
#[redacted] on October 2, 2014.
In Mr. [redacted] complaint he alleges that Bob Baker Toyota
removed/disarmed a preinstalled Alarm that...

in his opinion was a feature and or
accessory that should have remained in the 2015 Corolla that he and his son had
purchased. The facts are as follows:
The 2015 Corolla that the [redacted]’s purchased was actually a
vehicle that was originally in another dealer’s inventory. This other Toyota dealer
is Toyota of Escondido in Escondido California. Mr. [redacted] and his son were
both very well aware that the specific 2015 Corolla they desired was actually
in another Toyota dealer’s inventory and was agreeable. Once the purchase
pricing and terms were agreed upon with Mr. [redacted] and his son, Bob Baker
Toyota immediately secured the 2015 Corolla from Toyota of Escondido.
Toyota of Escondido as an independent dealer in Escondido
California where the [redacted] vehicle was procured has a standard operational procedure
of preinstalling alarms in each of their new Toyota inventory vehicles. This
pre-installed alarm is an optional purchase for consumers, but as a dealer to
dealer purchase the pre-installed alarm is not an option to purchase. So in
these entices of a dealer to dealer purchase it is a standard industry practice
to disable the pre-installed alarm. Mr. [redacted] and his son claim that Bob
Baker Toyota removed/disabled property that was theirs and already in their vehicle
is a complete fabrication of the truth. Toyota of Escondido disabled the said
property which was the pre-installed alarm and did not charge Bob Baker Toyota
or the [redacted]s’s for the disabled alarm.
In addition Bob Baker Toyota has its own optional alarm
available for consumers to purchase if the consumer so desires. Bob Baker
Toyota has documentation in the [redacted] file that identifies without question
that the [redacted]s were offered the Bob Baker Toyota optional alarm feature and
the [redacted]’s declined this purchase option. This document was specifically
signed by Mr. [redacted] the same individual whom is filing this claim.
In more recent interactions Mr. [redacted] has threatened Bob
Baker Toyota with slanderous untrue remarks and has threatened with negative
media coverage as well as threatening Bob Baker Toyota with a POOR customer
satisfaction survey response with our manufacturer Toyota. It is obvious that
Mr. [redacted] is trying his best to extort an optional feature for his and his
son’s new Corolla without paying for it, while knowing this entire time that he
personally without discussion, negotiation, and or reservation declined the
purchase of the optional alarm feature.
 
These are the facts of this transaction
if you have further questions please contact [redacted] the General Sales
Manager or [redacted] Customer Relations Manager.

Re: [redacted] We are sorry for your frustration with our Finance Department. Upon your request in November 2014 we re-opened your loan and had you come in to re-write your loan at 2.9% APR as requested and with a 60 month Term. We take customer satisfaction very seriously and I am pleased...

we were able to get you your loan at the rate you qualified for. [redacted] | Customer Relations ManagerBob Baker Toyota/ScionPhone 619-287-2400 | Fax 619-265-31996800 Federal Blvd | Lemon Grove, CA 91945

Review: .I qualified for 2.9 percent rate but because I did not purchase the warranty and GAP insurance the finance sales person put my rate at 6%. I should get the rate I qualify for regardless of what option I purchase or not. When my loan went to [redacted] (the are the bank for Toyota) and I told them what happened they said they do not do business like that. The sales person should have provided me the lowest rate I qualify for and not provide me a rate that increases his commission. This is deceptive and is not an honest business practice.Desired Settlement: I would like for Toyota to not only give me what I should already have which is a rate of 2.9% but they have an unethical person working in their finance office. I would like for them to go over and above to make what happened right.

Business

Response:

Re: [redacted] We are sorry for your frustration with our Finance Department. Upon your request in November 2014 we re-opened your loan and had you come in to re-write your loan at 2.9% APR as requested and with a 60 month Term. We take customer satisfaction very seriously and I am pleased we were able to get you your loan at the rate you qualified for. [redacted] | Customer Relations ManagerBob Baker Toyota/ScionPhone 619-287-2400 | Fax 619-265-31996800 Federal Blvd | Lemon Grove, CA 91945

Review: I completed a lease on a 2013 Toyota Prius C on April 27, 2013. The dealership accepted my 2010 Toyota Corolla as trade-in.On May 10, 2013, I received a phone call from Mr. [redacted] saying that there was a problem with the trade-in and he asked me to come to the dealership. On May 11, 2013 I visited the dealership and spoke with Mr. [redacted].Mr. [redacted] repeatedly misrepresented the effect of a Disclosure Form and attempted to press specious legal claims to bully me into renegotiating the terms of a purchase that was agreed to by both parties. My attorney contacted Mr. [redacted] via email on May 18, 2013. The attorney asked Mr. [redacted] to:within one week please confirm in writing that Bob Baker Toyota will not contact me again to 1) dispute my honest and accurate completion of the Disclosure Form; 2) state or imply that Bob Baker Toyota is entitled to a reduction in the price of the trade-in; or 3) attempt to renegotiate the terms of my recent lease of the 2013 Prius C.No one from the dealership has responded to this request. We are also filing a complaint with the California Attorney General.Desired Settlement: The only resolution we are requesting is confirmation in writing of the above noted action.

Business

Response:

Mr

[redacted],

Review: I took my Toyota Camry to Bob Baker Toyota for a basic oil change using a $25 coupon that this business mails out to its customers. When [redacted] (service advisor) called me to tell me about my car she stated that the oil pan threads were stretched and that this required repair that would cost an additional $65 to fix in addition to the oil change cost of $25. I told her that all I agreed to get fixed when I dropped the car off was a $25 oil change. When I told her that I would be taking my car elsewhere to get the oil changed, she told me that the oil had already been drained and that the only way to complete the oil change and make the car drivable was to get the oil pan threads fixed which required an additional $65 to fix. When I dropped the car off I had only agreed to get the $25 oil change. If there was something wrong with the oil pan threads that required a change in the repair estimate then that should have been communicated to me before they started work on the car and drained the oil out. But that was not done. I think what they did was very unethical.Desired Settlement: I want them to refund the price of "getting the oil pan threads fixed" which cost me $65.89. This was not in the initial estimate and this was something that was forced onto my bill. I did not want them to fix this on my car and they said it was the only way to complete the oil change. When I said I would take my car elsewhere to get the oil changed, they said the car could not be driven unless the oil change was completed and that required me to pay the additional $65.89.

This is an absolutely unethical and unacceptable business practice that was done by this business!

Business

Response:

After multiple days of

attempting to reach Mr. [redacted] he called me back the afternoon of April 29,

2015. We reviewed his experience from his perspective. After understanding his

frustration was based around the misunderstanding of how it was a necessity to

repair the stripped oil pan due to the drain plug bolt, I was able to describe

the process to his satisfaction.

Review: I purchased a car for my son. all purchase documents and financing had been completed prior to bob baker going to Toyota of Escondido to pick up the car. we now owned the car. two hours later, the car showed up at bob baker Toyota. we were then told that if we wanted to keep the alarm system that was already installed in the car that we now owned, we would have to pay them $600.00 for it. we declined to pay more money for something we had already paid for and now owned. bob baker then removed our alarm that was now our legal property and kept it. we were then made to sign a paper stating that we knew they were keeping our alarm before they would give us our car. this is theft and possibly fraud. I tried to resolve this with bob baker and keep it at the lowest possible level but they are being stubborn and unwilling to resolve this matter. all we want is our stolen alarm chip back.Desired Settlement: return our stolen alarm component to us.

Business

Response:

Regarding the complaint filed by Mr. [redacted] based

on his and his sons [redacted]’s purchase of a new 2015 Toyota Corolla ID

#[redacted] on October 2, 2014.

Review: I recently purchased a new Toyota Tacoma 2013 from Bob Baker Toyota in Lemon Grove. Just after a little after a month of ownership, my cars engine did not start. After several attempts trying to jump start the vehicle I gave up. This incident took place outside my work and I had to leave the car over night. I had my son pick me up and rushed home to call roadside assistance to schedule a towing service to come in the morning to take the vehicle to the dealership. I called the 1800 number that was provided in my contract stating if I ever needed roadside assistance call this number. After explaining that the dealership doesn't open till 7AM, they prompted me to call back one hour before needing services. So I called back in the morning, after discussing my job location to where the car was being taken for repair, the operator very rudely stated that it goes over the 5 miles radius and that it's a upfront cost that I will directly have to pay. After I said, "I believe that Toyota would be able to cover that expense because I'm covered through warranty and that it's not my fault." She then tells me regardless if anything, I will have to directly pay the tower for their service and then she tells me that this is a third party company that deals with Toyota roadside assistance. So then she gladly gives me the number for the "REAL" Toyota roadside assistance. This number wasn't in the contract and the number I found for roadside assistance was the number I called. Big no no already. Then an hour later the tow service comes and follows me to the dealership. After we get to the dealership, I ask the the service men, to give us a rental while the car is being diagnosed and the problem fixed. He gladly gives us a rental and since it was a Saturday morning, Sunday's the services is closed so we had to wait till Monday. Monday morning comes along and no call from the service department, so we decided to show up and ask them what was wrong and why would a brand new car break down and what is the next step. He explained the problem to us and said that it had to do with the pump of the gas tank not sending signals to the gage. We told him that if we wanted to trade this car we would be prompted to go up to the Sales department and asked them the process. Waiting about 20 minutes for a Sales Manager to greet us he them asks what's wrong with your car? I ask him you tell me. Explaining to him that after purchasing it after one month it brakes down. Then he tells me it's up to the service manager and he directs me back down. Then at this points the service manager is explaining everything over that everyone has repeated and feels no concern to the situation and does not understand why we want a new car. it's just pointless to argue over something where I as a consumer, bought a product hoping for the longevity of the product to work but then unexpectedly breaks down on me in a little of one month. After several hours or trying to understands both sides, Toyota came to the conclusion that they will fix the car and no new car will be given to us...Desired Settlement: We expect to get a new car and feel that it is right to receive a new car based on this ill situation. We buy a new car hoping for this not to happen so fast. But with the sudden malfunction of the cars failure, we do not feel that this car is safe and reliable anymore. Our expectations of this car has been crushed by the lack of sympathy and remorse of how a new car buyer would feel if their brand new cars brakes after one month of use.

Business

Response:

In regards

to Mr. [redacted]'s complaint. We are fully aware of the concerns with the

vehicle as we have been in constant communication with the customer about these

issues. Everything that the vehicle has been in service for has been fixed for

free under warranty and the customer has received a rental car for the entire

time (on us) that he has had to be out of a vehicle. Although we understand his frustration completley, the bottom line is that it is a manufactory

issue and not a dealership issue. We believe that this is something that needs

to be handled through Toyota if he plans to seek further help on getting a new

vehicle. We have and will continue to work side by side with him to ensure his

vehicle is safe to drive and do everything in our power to assist him.

Review: On 11/01/2013, the dealership provided a list of items to sell me regarding car repairs. Inspection by another shop revealed there was no need for a new car battery,timing belt or new tires. The dealership failed to mention the right rack and pinion bellows boot is torn and the rear bank value cover gasket is starting to leak. Agreed observations by the dealership and a second shop is leaking noted from rack and pinion seal, the power of steering pressure hose and the power of steering input shaft seal. In addition, there is slight pulsation from the rear rotors. The estimated price from the dealer for the rack and pinion unit is $1680 plus $50 for alignment; dealer estimate for the power steering hose assembly is $1250.Prices are extremely high for recommended repairs.Desired Settlement: Requesting dealership to provide honest and accurate diagnosis of auto repairs and to check the price of labor hours for realistic quotes.Thank you.

Business

Response:

Ms. [redacted],

I am truly sorry for the delay we have not had an active Service Manager from Sept 2013 - December 6, 2013. Our new Service Manager [redacted] has just started on 12/9/2013 and I have shared with him your case. We are looking into the matter and will be getting back to you shortly.

Thank you for your patience.

Customer Relations Manager

Business

Response:

To

begin I would like to offer an apology for any unintended miscommunication and

or misunderstanding. I propose a complimentary vehicle inspection at Bob Baker

Toyota with Ms. [redacted] to establish a joint perspective of her vehicle’s

condition and most importantly to clear any misunderstandings or

miscommunications. At Bob Baker Toyota our vision is to be the premier

destination for vehicle, service and parts purchases built on a foundation of

customer loyalty and trust. I am aware trust is earned and not given. I would

like the opportunity to earn trust back and I appreciate the opportunity to

come to a point of resolution.

Fixed Operations Director

[redacted]@boRevdex.comakertoyota.com