Brent Brown Toyota

Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @brentbrownauto.com Customer does have a year 100k powertrain agreement on vehicle that expires 3-12-or a 100k which ever comes firstHe also has a comprehensive warranty that is year 60k miles which covers anything that is not a wearable item and is not due to an accident etcthat expires 3-21-or 60k which ever comes firstIf the customer would like another copy of these warranties we would be happy to provide them

We have contacted the customer and offered the second desired resolution that the customer requested of us keeping the car and the customer not being charged for any repair, and they being able to remove their belongings from the vehicle The customer was traveling out of town for a family event and stated they would get back to us at a later time It has been over a week and we have not heard back from the customer and the number provided is currently not in serviceThe offer still stands

We are sorry to hear about Miss [redacted] 's dissatisfaction I would like to clarify a couple of things The extended service agreement was a contract through KornerstoneThis is who was paid for the agreement The customer only financed that into her loan with Toyota Financial Services Her Kornerstone agreement has always been valid and could have been used for repairs at any time The customer was given, at no cost to her, a Signet agreement that would refund the total amount paid for the Kornerstone contract if she never used it However, Signet did go out of business very unexpectedly and left all of its customers including the dealers with no recourse at this time Furthermore the Signet agreement, which miss [redacted] signed, clearly states on the front, "Performance under this contract is the sole responsibility of Signet Financial Group and is not to be construed as an obligation on the part of the dealer." This was in no way a "scam" but a very unfortunate and unforeseen closing a company that Brent Brown Toyota and thousands of other dealers nation wide had done business with We understand miss [redacted] s frustration, but this does not make Brent Brown Toyota responsible for Signets acation

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] ***

Brent Brown Toyota has tried several times to contact this customer in an effort to discuss and resolve her concerns We have left message but have not had any return phone call We will continue to try to reach customer We also found a pay check in the customers trade vehicle
that we would like to return to her If the customer would be willing to call our Sales Manager Spencer *** at *** he would look forward to being able to help her

Brent Brown Toyota does have a message from Ms*** however the call back number that was left is not in service Without seeing ms***s paperwork our best guess would be that she has a Signet Financial Group refund contract If this is the case we are very sorry to inform her
that Signet Financial Group very unexpectedly closed their doors and are no longer available to pay out any claims If she has a contract with a company other than Signet Financial Group she could forward it to us at ***@brentbrownauto.com We would also be happy to answer any further questions, and are sorry that the number we have is not in operation

I accept this resolution , I look forward to a better Customer Experience from Toyota Brent Brown.
Sincerely,
*** ***

My letter back to Brent Brown clearly stated what I wanted from themThey stated that I could return their phone calls and that there is an old check in the carMy issue that was submitted through the Revdex.com was not addressed at all in their responseI responded back saying that I would not call them, that I needed this to be typed out and submitted through the Revdex.com because I will not have a phone conversationI do not feel comfortable calling Brent Brown and not having clear documentation of the discussion. My original issue still stands of being screwed over and asking $back from Brent Brown ToyotaThis issue needs to be address and responded to by the company, not brushed over like in the last response

Complaint: ***
I am rejecting this response because: I was told by the salesman I would receive the $back if I didn't have any claims The company should want to uphold a good reputation and follow through with what I was told when I bought the car It seems dishonest to not return the money to me I shouldn't be the one to lose out because Brent Brown chose that company to work with
Sincerely,
*** ***

We once again are sorry, however The coverage she paid for was always good This was not a "scam"Brent Brown Toyota and all other dealers had no indication that Signet, who had been in business for many years no problem would unexpectedly close their doors The customer received ALL the coverage she paid for

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

We have responded to this complaint under Revdex.com complaint # *** Here was our response We are sorry for the confusion on the Toyota Care maintenance contractWe received notice from Toyota Financial Services on January 27, the the approval has been corrected and the plan is in effectIf Mr*** would like to forward the receipt for the oil change that he paid for to: Brent Brown Toyota ATTN: *** *** *** * *** ** *** *** ***, we will be happy to reimburse him for the out of pocket expenseMr*** may also call Toyota to verify the status of his contract at ***, and give either his contract number or vehicle identification number.If you need any further information please let me know. Thank you,*** ***

Dealer is not sure where the confusion came from but their warranty is refundable and when the customer contacted the dealer, we explained the terms of the agreement which included it not being refundable until it expired Customer sent paperwork so when it is expired they can be
refunded Customer is aware of the refund timeline now

We are sorry for the frustration that *** has experienced Although there was a paperwork mix up we did make sure to contact her as soon as we were aware of it and did make sure that her account was paid in full in time to keep it from affecting her creditWe also paid all fees
that were associated with the payment not being to her bank within days We have made sure that this has had No financial affect on *** or her account Karyn C*** did call her back within minutes of their conversation on 10-3-to let her know that this had been verified with ***'s bank *** had asked that we either make 1/of her first payment for the "trouble" or a year an additional maintenance for free She was sent a text on 10-3-with our offer for an additional year of free maintenance in the interest of customer satisfactionWe are sorry if she felt ignored because this was not via phone call However since that time she has chosen to go on to several social media sights with negative comments and some misinformation At this time Brent Brown Toyota feels that this offer for the additional year of maintenance has only made things worse and rescinds the offer because it is not helping with the customer satisfaction. Once we are sorry for the frustration, however Ms*** has not been affect financially and Brent Brown Toyota does will not be offering to pay 1/of her payment

After reviewing the customer information and concern we found that the factory recommendation on this particular vehicle is a tire rotation every 5k miles and an oil change every 10k miles The customer did receive the oil changes paid for Those date and miles were the
following 12-1-51,miles oil change and tire rotation3-25-56,miles oil change and tire rotation, 6-24-61,miles oil change and tire rotation So the customer did receive the full package that they paid for However, we apologize for failing to notice that one of those services should have been only a tire rotationThe current package the customer has purchased is good for more oil changes (recommended every 10k miles) and more tire rotations (recommended every 5k miles.) The customer did pay $for this package We will keep this program active for the customer and will reimburse the customer for the purchase price because of our error Once again we are sorry for the confusion we caused and look forward to helping this customer in the future They can expect to see a reimbursement check for the amount of $with in the next business days. Please let us know if there are any questions Thank you!

Issued has been resolved with customer

(The consumer indicated he/she DID NOT accept the response from the business.)
I have no problem with the warranty and have all the documentation on the existing warranties. The toyota care prepaid service plan is what I am referring to in my complaint.

Complaint: [redacted]
I am rejecting this response because:I will not discuss this issue over the phone, I need written documentation. This issue will be discussed through the Revdex.com. I cannot believe it took nearly a week to type that. You did not even address my issue. 
Sincerely,
Chelsea [redacted]

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]

Complaint: [redacted]
I am rejecting this response because:I made the payments for the insurance directly to Toyota Brent Brown Dealership. I was never informed that Signet Financial Group was out of business since 2011. Otherwise I would  possibly change my choices and opted out of this insurance instead I made payments every month not knowing where the money were going. I was introduced to this option by a Toyota sales person. It is unfortunate that the 3rd party went out of business and Toyota does not want to take any responsibility but I purchased the insurance at their dealership office and It is unfortunate they probably scammed millions of people too. 
Sincerely,
[redacted]