Boch Toyota

This vehicle is owed by *** *** *** and not the dealershipIf there is a charge pertaining tothe return of a leased vehicle and the customer is taking issue with the charge, the customer needs to contact *** *** *** to discuss the charge. *** *** ***
requires that lease returns be brought to the dealership as they have no depot or place to return the vehicle other than through a *** dealership. *** then makes arrangements to pickup the vehicle from the dealership but all paperwork and charges are generated by ***

The dealership suggests that the claim for the door knob should be resubmitted as it is believed the cost for this repair is clearly covered under the Level Two program. Again this is a service program that if cancelled, may have its fee prorated. The dealership is willing to cancel the contract and provide a check for $1,

Dear Mr***, Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. Our Service Director, *** ***, has
attempted to contact you several times, but unfortunately has not been able to reach you. Please feel free to reach out directly to Mr*** at ***.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future. Thank you, *** ***Human Resources Director***

It is a long terrm practice of the dealershipto provide customers with a "We Owe" slip if anything is owed to a customer who purchases a vehicle and the item or service was not provided upon delivery of the car. If there is a "We Owe" slip in the transaction file we will certainly provide the key and the FOB. If the "We Owe" is not in the file, the company will not side step its process. We will lcheck the file immediately and will contact the customer if a key is owed

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I'm rejecting the response from the business, because they are liarsFirst off, when they said they reached out to us, it was an auto generated emailWhen I called them, they were even more repulsive over the phoneNext, ever dealership that I went to, including the dealership that I finally purchased our car from, gave us the correct value for our car, and paid off our last payments, just like Boch said they were going to doFacts are facts, Boch bait and switched usI have the quote they emailed meWhy is it that the dealership I bought my car from actually did the right thingIt's because Boch Toyota are criminals, and dispicable human beingsCan you imagine the sales manager looking your wife in the face and saying I don't care if you have cancer, or if you no longer have cancer, and have lots of medical bills, I will not honor the quote we gave you? DispicableThis happened.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[The dealer told me he would provide me a second FOB, had I known that they would not follow-thru I would not have purchased the vehicle]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Hi,My name is *** ***This is in response to Mr***'s responseHe, in fact, has the information completely wrongI received a call from the dealership stating they had found my glasses, I never called them with that informationWhen I spoke with him earlier this month, he stated that they would split the cost of new sunglasses with me and now he is stating that they will not accept responsibility for their mistakeThey are all liars and treat people like total and complete crap.By word of mouth from me, they will lose potential customers, as I have already told all my friends and family that they are the worst dealership to deal withI am going to contact other types of media, such as newspapers and possibly help me Hank, to get to the bottom of the situation.Also, I have been in contact with *** *** and he is just as bad as the rest of them at that dealership, ignoring my messages after he told me to recontact him if the dealership didn't respond to my satisfaction, which they haven't
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

My name is *** *** and as Chief Administrative Officer for Boch Automotive to include Boch Toyota , I normally respond to the Revdex.com complaints. It is my understanding from speaking with the Boch Toyota Service Director *** *** that the rear rotors had some surface rust build up. We
replaced the rear brake pads and resurfaced the rear rotors and the noise is now goneAlso, we are sending to the customer a copy of the certification inspection performed by the technician. We hope that our actions are satisfactory to the customer and that we have resolved the issues at hand

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I asked in person on several visits, I don't understand why it's not in there system. ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We have scheduled the appointment for the customer to address her needs.  It is our lintention to achieve 100% satisfaction for the customer.  I recomend that this complaint be closed at this time and be reopened should the customer feels we have not addressed her issues.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy...

or resolve my issues and/or concerns in reference to complaint # [redacted].
they are LIARS . Please see attached the communication with the dealership that happened on July 10th which if I can count right is WAY MORE than the 3 days they claim my paperwork was ready at their dealership. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I got the refund receipt emailed to me on 3/30/2016 but I had to make sure the fund got into my credit card before I reply.  Yes, the fund of $5705 has been in.  I want the rest $1295 refunded immediately.Let me clarify it.  I had signed all the related buying purchase documentations but the dealer didn’t honor that.  They asked me to resign the purchase and sale again before they could deliver my car.  Why?  Because it was their mistake.  The deal that I signed had been voided by dealer before I decided to cancel it.I wanted to re-negotiate the deal just because that was how they did in making the deal with me.  After dealer and I agreed on the price of the vehicle and the special financial interest rate, the sale manager came back to tell me that I could either take $500 cash bonus or 0.9% interest rate, not both.  I felt into this trap to accept $500 cash and got the high interest rate.  Then stepping into financial office, financial person gave me the 2.94% rate because I only had 710 credit score on FICO even though I checked FICO, I have 810 score.  Then he tried to sale warranty packages.  He told me that if I bought one, he had a friend at the bank who could help to get my rate down to 2.04%.In addition, post purchase, I spent too much time following up with dealer to make sure I picked up the car on time (on Saturday 2/20) because I had to return the rental car that day.  I wasted full Saturday for nothing.  Because of dealer’s mistake, they didn’t even tell me the truth but only asked to come back and signed the leather installed authorization form again.  That made me mad and searching other dealers and finally canceled the deal by not re-signing the whole deal on 2/21/2016.Yes, I was told that $5705 would be credited back to my credit card right away (02/21/2016) and $1295 would be refunded right after they sold that car.  On 3/24, I contacted GM [redacted] and later one of the sale manager called me back and asked for my credit card number to process the refund.  After few days, I didn’t see any credit.  So I decided to contact Revdex.com.  Amount of $5705 wasn’t refunded to me until 03/30/2016, more than a month, after I contacted Revdex.com.After all, I don’t trust their business.  I want $1295 refunded immediately.Thank you very much. Regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
In response to the business's e-mail, I would like to confirm that the door latch was not covered and I have the receipt to show payment. As this warranty was misrepresented to me by the dealership, as I was informed it was a bumper to bumper warranty, I am looking for nothing less than a full refund. I would also suggest that the dealership no longer advise customers that this warranty is bumper to bumper, as it is extremely misleading and false representation. Thank You [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does...

satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

the dealership personnel attempted to reach out to the customer several times but could not make contact.  There several options available to options to compensate for the mistake such as free oil change and rotation next visit, gas fill up, or refunding expense paid.  Please let us...

know what is satisfactory to the customer so that we may promptly resolve this complaint.  Thank you.

Boch Toyota's finance director has personally spoken with the customer her on a few different occasions & spent a significant amount of time looking into each of her claims she made in the different...

correspondencethroughout the past 8-10 months.  With regards to the actual deal itself, and the events that took place the day she was here purchasing the vehicle (and service contract,) I did not find a single thing that would corroborate any ofthe allegations she has made.  Although there have been a number of inconsistencies with the customer’s account of what transpired, the one portion of her statement which has remained consistent throughout the entire time isthat “she told the Finance Manager she wss working with that she was running late & had to get to class,” and that “he took advantage of it by “sneeking” in an extended warranty for $1,500.”                Aside from the fact that every person in the dealership (including myself) will attest to Finance Manager's character & the level of integrity he has conducted himself with throughout his entire time with the Boch organization.  Inaddition to the accusations being completely uncharacteristic of that particular Finance Manager, there are also a number of different facts which contradict what the customer is claiming.  Based on the “time stamped” transaction history in LIS, which shows exactly when the Finance Manager first received the deal & entered the customer's information into our information system, combined with the information from the “print history” report in ADP (which records every document that gets printed in ADP and shows exactly when it was printed & who did it).  The Finance Manager and the Finance Director actually spent 1 hr and 10 min reviewing the deal, explaining all of the different options, and going over each contract with the customer. which is more time than would normally be spent going over any one deal, especially one that is as typical & straight forward as this one is.  It is a standard “specialfinance” deal done based the subvented APR advertised by [redacted] Financial Services.        The customer purchased the vehicle for $16,089 & financed through [redacted] Motor Credit at 1.90% X 60 months.  Then when she was in the F&I office she purchased GuidePoint & the VSC.  If not for the amount of time it takes to goover the entire menu & present each of the different F&I products, the paperwork process would have been completed in less than 20 minutes.  When you factor in the time spent presenting the menu, explaining all the differentoptions to the customer, and then answering any questions the customer may have, it will usually double the amount of time needed.  However, in situations where the customer expresses interest in the different optionsavailable the time needed to complete the process will be extended exponentially.  The fact that the customer purchased both products (VSC & GuidePoint) at such heavily discounted prices, indicates that there was agreat deal of time & effort put into building value explaining the different benefits to the customer (which would explain the amount of time needed to do the deal.)               The first time the Finance Director spoke with the customer she said that we stole $300 from her and she insisted that we give it back.  Once the finance director determined the money she was referring to was the difference between the VSC purchase price & the refund amount, it was explained to her how the refunds are calculated & this was reviewed with her through the calculation on her refund to show how they came up with the numberthey did.  She said “she didn’t feel she should have to lose almost $300 for a service that she will never receive” and “if this is not settled to her satisfaction she will never buy a car from us again,” she will go to [redacted] instead.  The customer in addition to her Revdex.com complaint she has also tried contacting different people within the dealership/organization that may not be familiar with the situation.  Each time this happens the inconsistencies in her story become more and more obvious.  I have kept copies of all the different emails, letters, customer complaint transcripts,etc.  What started off at one point as her feeling that “she should have to lose almost $300 for a service that she will never receive,” eventually turned into her telling a Customer Service Representative in the COmpany “she was not told about the VSC when buying the car, but she was told that she could get a refund if she cancels the contract before the manufacturer warranty expired and we would restructure her monthly payment”  This was when it became obvious the customer was not telling the truth, because not only is the manufacturer’s warranty irrelevant to the cancelation period of a VSC, but there is no way anyone would ever tell a customer “we would restructure her monthly payment.”  It is well known that this can’t be done & has never been possible. The very first thing explained to EVERY customer requesting to cancel a VSC (or any product for that matter) is that their monthly payment will NOT change.  The customer is told “the refund is prorated based on the lesser of the time or mileage & then the refund check will be sent to the bank, but it will be applied to the principle of the loan which will reduce the number of payments you have, but the payment amount itself with stat exactly the same.” Our Customer Service Representative  also mentioned “the customer wants me to report that of the 6 Corolla’s that she has, 5 of them have been purchased from us (yet there are only 2 deals in the system & only 3 in the servicehistory.")      Once the customer was made aware of the issues with claiming they were “told the monthly payments would be restructured,” because no one would ever tell a customer that, they decided to adjust the story once again and give it another shot.  The problem with their next attempt was that they claimed “The girl  that answered the phone told me that I could cancel at any time before my regular warranty of TWO years was up and would get back my$1,500.  Therefore, I did not rush.”  Aside from the fact that the customer is claiming it was “a girl who answered the phone and told her that” and none of the receptionists would ever even attempt to answer a question like that.  Not to mention [redacted]’s manufacturer’s warranty is obviously not “TWO” years, nor has it ever been.  She also stated the exact same thing in one of the original emails she sent in (which I still have copies of.)  Initially this was the basis of her entire argument and she felt it entitled her to receive a full refund for the entire purchase amount (even though she acknowledges that the Service Contract form she signed has a cancelation/refund policy which would dictate otherwise.  She maintained that she only signed the contract because she “was in a hurry and trusted the person, so I just signed everything,” and that “she amount CostGuard deducted from the refund demanding that we pay her based on a 100% refund.”  Once she found out there were still certain aspects of what she was saying in her statement that completely discredit the validity of the claims being made, she decided to try a new approach.  Which is when she ended up contacting the service manager and she refrained from giving any details which could discredit what she says.  Instead she tells them that “the F&I mgr added a VSC without her knowledge & she wants a full refund.”  Then she continues by telling them “she sent a certified letter but did not receive any response and that she has purchased 3 cars from us, but is going to service with Prime unless she gets her money.”  (In this email now the “5 cars she has bought from us” went down to “3” which at least is getting closer to the real number).There are some obvious credibility issues present.  The customer has been treated fairly and we believe there should be no action taken on behalf of the dealership to satisfy the customer or right any wrongdoing.

Per the dealership's General Manager, the customer received the registration to the vehicle.  The registration was ready 3 days after delivery of the vehicle.