Bommarito Toyota

We have attempted to reach consumer by phone and left multiple voice messages.  Emailed consumer on Monday 11/28 to advise that we have been in touch with PayPal to determine why the consumer's deposit could not be returned through their system as we have never before experienced this issue....

 PayPal advised that consumer's card is declining the transaction and although rare, this does happen.  We are happy to overnight the consumer a full refund by check if this is acceptable.  We are awaiting a response from consumer.

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@comeseeclay.com
I spoke with Mr. [redacted] today on the phone and was able to get a clear picture of what had occurred the day in question. It seems that...

we did not treat him well at all during his visit and we totally dropped the ball in addressing his initial concern. I am very appreciative of him bringing his issue to light because it allowed me to make some changes with my staff on how we handle, or should handle each and every customer that walks in our door. My apologies go out to Mr. [redacted] and I feel that after our conversation, we have a mutual feeling of satisfaction on the issue. I cannot change what happened, but I can use his boldness in standing up for himself in a positive way to effect our community and business that we conduct daily.

Consumer visited the dealership on 1/24/18 with two codes related to emission leaks in the evap system.  The repairs that were completed were to replace a cracked rubber hose in the system and an aftermarket gas cap that was not sealing.  When the vehicle returned on 1/25/18, it registered...

a different code that was not related to the previous two codes.  This code was an oxygen sensor code, which indicated that the sensor was not metering (low voltage) causing excessive oxygen in the exhaust,  The consumer did decline this repair.  We would like to offer the consumer a refund of the $85 diagnostic fee as goodwill since the repair codes were unrelated.

The customer came to the store May 7th and we provided a refund for the over payment for the trade in. The customer seemed very pleased.

This customer has been taken care of. On 6/10/16 [redacted](salesman) drove to the customers house and handed all paperwork needed to register his vehicle.

Consumer visited dealership on 1/25/18.  Advised consumer that her Sentra has rear drum brakes, so we are unable to provide her with a missing rotor.  However, Bommarito Toyota offered to replace her hubcap at no charge.  Consumer visited the dealership again on Monday, 1/29/18 and we...

installed the hubcaps free of charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

After reviewing the complaint, we had no idea that Mr. [redacted] referred a customer from our store, so we researched further and found he did and we are sending Mr. [redacted] a $100.00 for his referral. [redacted] (new car manager) over the phone and apologized for the delay and it seems that the...

customer is satisfied.

We have been in touch with consumer and verified that he has received his title.  We apologize for the delay.

Initial Business Response /* (1000, 7, 2015/12/18) */
We have contacted the customer and told her we would make sure she is taking care of and the key issue would be handled this call we did talk to her.Looking in to this a little farther I found out from my office that we have been trying to...

contact her for some time now regarding her paperwork with no reply also my service manager has been trying to contact her for over a week now to set up a appointment to have her key replaced they have called her daily with no response. We will keep trying to contact the customer until the problem is fixed 100%
Initial Consumer Rebuttal /* (3000, 9, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A representative from the dealership contacted me after receiving my complaint and asked me to come in so they could get me a key and give me the remainder of my paperwork. When I arrived, after much discussion, they claimed they didn't have any additional paperwork that I needed, even though they themselves said there was additional paperwork I needed (I'm still looking into this). After waiting an additional 2 hours they finally got me the key.
I was only contacted once by the service department, in which I set up the appointment to come in. I was only in communication with a man named [redacted], and only after I filled my complaint. I never once received a call or got a voicmail from the dealership or anyone else representing the dealership until my complaint was filled and they were contacted by Revdex.com. I left my name and phone number at least a dozen times with both reception and management so I am not sure what number they say they were calling, but it was not the one I gave them repeatedly.

He received paperwork on 7/1/16 via Fed Ex and we also sent him a $25 check for late fees which he did deposit.