Revdex.com:
I have been in contact with Cavender Toyota and this is my second apology for the incidentI am very pleased with the response from Cavender and fully understand how misunderstandings can happen with discountsThank you for a very appropriate and accurate reply ***.I trust *** will ensure managers do not have any further misunderstandings on this particular discount.God Bless,
*** ***
*** *** ***,
On 4/5/complainant purchased a Toyota Certified preowned Toyota Camry with 51,milesThe Toyota Certified program includes a seven year/100,mile limited powertrain warranty which expires years from the original in-service date or 100,milesThe
subject vehicle was originally placed in service on 6/16/These facts are clearly disclosed on the Toyota Certification documents. The covered mileage and date were also stated on the year/100,mile Extended Service contract she purchasedThe Extended Service contract expiration date would be 6/16/2016 or 100,miles whichever came firstAccording to the service manager at Robbins Toyota the vehicle came to that dealership with 114,milesIt was towed in to Robbins Toyota on 8/11/The vehicle would not run due to engine damage that was beyond repair because the engine had overheatedNo further diagnosis was possible, but their observation was that the radiator was damaged and the radiator cap was brokenThey could not determine if the radiator had been damaged by an external
causeThe damage caused the radiator to lose its coolant resulting in engine failureThe repair history on this vehicle with our dealership does not indicate any problems with the radiatorAccording to the customer they had been traveling from Memphis, Tennessee to the point that the problem occurred in Texarkana, Texas It is very unfortunate that this happened, however Cavender Toyota is not responsible for the mechanical failure of this vehicle, and we will not respond to the frivolous demands being made on this complaint.
*** ***
Tell us why hereCavender Toyota has been inbusiness for years and it would be against our standard business practicesto alter any information on a credit applicationThe only information we haveon a credit application is the information provided to us by the customerWehave a signed credit
application on file in which it is stated, “I promise thatall information I have provided in connection with this application is true,correct and complete.” The credit application was then submitted to ToyotaFinancial Services and approved based on the information provided by thecustomer and the underwriting investigation conducted by Toyota FinancialServicesThe contract was prepared by Cavender Toyota with complete disclosureof terms and conditions that were agreed upon and signed by the customer.Cavender Toyota declines to move further with customer complaint based on theabove information.
*** ***
May 18, Cavender Toyota *** *** *** ***
*** *** *** *** Customer complaint: *** ** *** *** *** ***
*** *** *** *** *** On May 4, 2015, Mr*** visited Cavender Toyota and provided us an opportunity to earn his business on a new Toyota CorollaMr
*** selected a Corolla advertised as part of our ongoing "hail sale"After negotiating price and travalues, Mr*** requested that the military rebate of $be applied to his offer and it was denied, being told that it was includedMr*** was insulted at this and requested to speak to me as the General Manager of Cavender ToyotaMr*** was offered half of the rebate and after a call from the sales manager on duty, I instructed him to include the military rebate as provided by Toyota Financial ServicesAs a former member of the U.SMarines, I would like to thank you for your service to our country and personally apologize for the total mishandling of the opportunity you gave us to add you to the Cavender family of customersAs mentioned to you by Mr***, it was the first day back for the sales manager on duty and he did not fully understand the proper application of the military rebateRebates and incentives get pretty complicated at times and this was a case of not fully understanding the terms and conditions for this rebateThis rebate is not negotiable and it is not part of any advertised discountThis rebate is provided by Toyota Financial Services and it comes off of the total amount to be financed like a cash down payment, therefore it has no bearing on the sale priceIt was totally our fault for not providing Mr*** the management support he deserved and in the process we did not make "confidence " happen for youRegards, *** ***
*** *** Cavender Toyota
We want to help and we are currently exploring all options available to us that will allow us to better serve our customer. We are also going to hold firm to our previously stated position in this matter and would gladly provide video and audio proof that validates our claim. We helped a customer save a substantial amount of money over the duration of his loan and we did exactly what was asked of us. We hope this helps. Thank you.
Complaint: [redacted]
I am rejecting this response becauseThe General Manager is arrogant and rude and starts yelling on the phone whe you disagree with him. What they are stating is not true and I have lost faith in Toyota Cavender altogether. I refuse to deal with them anymore. Every time they call they speak of the wheels alone and nothing in regards to the disservice they provided.
Regards,
[redacted]
On Feb. 28, 2017, customer purchased a new 2017 Toyota Highlander. The vehicle had some water spots on the paint that needed...
to be removed. The customer was given a “We Owe” form noting the areas of the vehicle that required attention. An appointment was set up for our service department to take care of the concerns. The spot removal was not complete and in the process the hood was scratched and had to be repainted. Our customer has been inconvenienced and we are committed to addressing all concerns. On 05-17-17, Mr. [redacted], our Customer Experience Director, contacted the customer and set up an appointment for Monday, 5-22-17 to complete the spot removal process, repair a scratch, and reinstall the paint protective film on the hood.
In response to this complaint, I reached out to Ms. [redacted] to discuss the concerns regarding the upgrade wheels that were negotiated as part of the purchase agreement on her new Toyota 4-Runner. There was a disagreement on the size and style of wheels that were going to be installed and Ms. [redacted] agreed to take care of the wheel issue on her own if we would issue a refund check for $1600 in lieu of installing the wheels. We agreed to that, and Ms. [redacted] accepted the check and we thought that the matter was satisfactorily resolved. In the meantime, one of our staffers that is responsible for scheduling and completing installation of accessories, contacted Ms. [redacted] to install the wheels that were part of the original purchase, and instead of informing our staff member that the original plan had been amended, she allowed us to install the upgraded wheels as well as keeping the check for $1600. This did not demonstrate good faith on her part, but we accepted responsibility for not clarifying the matter to our staff. Ms. [redacted] informed me that she was still not satisfied with the wheels on her vehicle and wanted us to assist her in obtaining a larger set of wheels and a more rugged tire design. We reached a verbal agreement which I forwarded to the Revdex.com. I agreed to install tires and wheels valued at approximately $4000 with the understanding that she would return the check for $1600. Ms. [redacted] agreed to this during our phone conversation. Ms. [redacted] has informed us through the Revdex.com that she is not willing to accept our generous offer. I contacted her by phone to tell her that returning the $1600 was a condition of our offer. The conversation was ended abruptly by Ms. [redacted]. My intent was to give Ms. [redacted] a good-will solution that would be a win-win, but in light of the fact that she is not willing to uphold her end of the agreement, I am rescinding the offer altogether. Ms. [redacted] was contacted 11-09-16 at approximately 10:15 am to confirm our position and she stated she did not want to discuss it any further and terminated the call. We consider the matter closed.
Cavender Toyota has been inbusiness for 75 years. It would be against our standard business practices todeny a customer any item included in their purchase. Unfortunately, preownedvehicles do not always come with a spare key. Our preowned department will takethat into account when pricing each...
vehicle so that our customers pay a fairprice for a vehicle and included items. As a gesture of goodwill CavenderToyota has extended an offer to cut and program a second key for this customer.He accepted our offer for a second key to be cut and programmed for him on May6. Cavender Toyota is happy to make confidence happen for its customers.
Cavender Toyota[redacted]Customer complaint [redacted]On September 14, 2015, Mr. [redacted] visited Cavender Toyota purchased VIN
[redacted]. A little over a month later Mr....
[redacted] stopped by our
dealership and spoke to his salesman and advised that his tire pressure light
was on and discovered a nail in the tire that was non repairable. As a result
Mr. [redacted] purchased a tire for the amount of $164.87. Cavender Toyota, in the
interest of customer satisfaction, agreed to reimburse him. Mr. [redacted] picked
up the check on October 23, 2015 and was completely satisfied.Regards,[redacted]General ManagerCavender Toyota
Dear [redacted]
In reviewing the complainant’s areas of dispute with Smart Rewards Corp., the marketing company Cavender Toyota hired for...
the promotion in question, we are assured that their legal department goes through a very extensive process before promo material is approved for distribution. Cavender Toyota expects no less. The afore mentioned marketing company, in the interest of preserving our business relationship and resolveing this concern, would like to provide the complainant a GoPro Hero S camera. This is the only offer that will be made to close this complaint. If this is acceptable, please have complainant contact [redacted], Customer Experience Director for Cavender Toyota at [redacted] to arrange delivery.
Regards,
[redacted]
General Manager
ell us why here...
In response to Ms. [redacted] claims. The “AMG” style wheels on Ms. [redacted] vehicle were never referenced or presented as the model being sold. We present the details of all purchase transactions on a worksheet that provides our customer’s with the year, make...
and model as decoded by the vehicles 17 digit identification number. The 17 digit vin number is also displayed on the worksheet. We take this action to ensure our customers are purchasing the model of vehicle they intended to buy. The worksheet with this information is present in Ms. [redacted] file alone with her initials agreeing to purchase a “2013 Mercedes-Benz C Class Sedan C250”. The vehicle is not described as “AMG”. All 2013 Mercedes Benz C-class “AMG” models have vin numbers that code that them as “AMG”. In addition to the vin decoding both the wholesale and retail values of a 2013 C-Class “AMG” are more than 2 times the value of C250 sedan. The 17 digit vehicle vin number along with the year, make and model of the vehicle Ms. [redacted] purchased are also detailed on Ms. [redacted] purchase order and finance contract. All of the information on the purchase documents are accurate and make no reference to “AMG”. In compliance with Texas privacy act laws Cavender Toyota would be willing to submit a copy of all documents referenced in this letter to the Revdex.com if the proper “privacy act waivers” are signed by Ms. [redacted].
We are not going to speculate what led to Ms. [redacted] tires issues. The information provided is vague and there are several factors that contribute to the performance of a “wear and tear” item. The tires were never represented as “New”. We do have the documentation to support the tires exceeded state safety requirements at time of purchase. We also have documentation that verifies the oil on the vehicle was changed in Cavender Toyota’s service department 17days and 46 miles prior to Ms. [redacted] purchasing the vehicle
We agree with Mr. [redacted] and apologize for dropping the ball. We will learn from this situation and become better at customer service. We will send Mr. [redacted] a check for $289.00 dollars today.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First: Cavender Toyota did have a record of oil changes before this test. I took my car on 02/01/14 with 64,356 miles for an oil change and they did changed it with synthetic OW -20 at that time. I did return on 03/22/14 with 67,328 miles to Cavender Toyota because when I checked the oil there was almost no oil on the dipstick. I talked to the service manager [redacted] and I was told that it is possible because it was synthetic oil it evaporates faster and he recommended to change it with regular oil. They did changed with synthetic oil at that time.Second: Yes it is true I did return to Cavender Toyota before the test completion on 09/03/16 at 593 miles because I was worried that there is not enough oil in the engine based on previous experience and since I can not check it myself because they seal the dipstick for the validity of the test, I want the technician at Cavender Toyota to check it and assure me that the oil is at acceptable level. The technician falsely reported that I have driven the car 1000 miles and that he completed phase 2 of oil consumption test. He also inaccurately stated that the vehicle consumed less than Quart of oil because the vehicle was driven only 593 miles and not 1000 miles as he stated. Also at that time he claimed that the oil consumption test is normal when in fact it was not completed at that time. At that time, I believe the technician filled it to the normal level which will invalidate the test because it was not completed.Third: When I returned on 09/17/16 for the actual phase 2 test at 1,210 miles I was told the vehicle passed the inspection.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would like the terms and costs of my trade-in clearly outlined. If the trade you are speaking of is the same as I requested, please state that. However, I am not interested in merely trading my car in on regular terms, as seems to be implied, because this is an exceptional circumstance and it would not be fair to make such a trade (as mentioned in the original message)What are the terms, what will my cost be, and who will get in contact with me to execute the trade?
Regards,
[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.
Regards,
[redacted]
Revdex.com:
I have been in contact with Cavender Toyota and this is my second apology for the incidentI am very pleased with the response from Cavender and fully understand how misunderstandings can happen with discountsThank you for a very appropriate and accurate reply ***.I trust *** will ensure managers do not have any further misunderstandings on this particular discount.God Bless,
*** ***
*** *** ***,
On 4/5/complainant purchased a Toyota Certified preowned Toyota Camry with 51,milesThe Toyota Certified program includes a seven year/100,mile limited powertrain warranty which expires years from the original in-service date or 100,milesThe
subject vehicle was originally placed in service on 6/16/These facts are clearly disclosed on the Toyota Certification documents. The covered mileage and date were also stated on the year/100,mile Extended Service contract she purchasedThe Extended Service contract expiration date would be 6/16/2016 or 100,miles whichever came firstAccording to the service manager at Robbins Toyota the vehicle came to that dealership with 114,milesIt was towed in to Robbins Toyota on 8/11/The vehicle would not run due to engine damage that was beyond repair because the engine had overheatedNo further diagnosis was possible, but their observation was that the radiator was damaged and the radiator cap was brokenThey could not determine if the radiator had been damaged by an external
causeThe damage caused the radiator to lose its coolant resulting in engine failureThe repair history on this vehicle with our dealership does not indicate any problems with the radiatorAccording to the customer they had been traveling from Memphis, Tennessee to the point that the problem occurred in Texarkana, Texas It is very unfortunate that this happened, however Cavender Toyota is not responsible for the mechanical failure of this vehicle, and we will not respond to the frivolous demands being made on this complaint.
*** ***
Tell us why hereCavender Toyota has been inbusiness for years and it would be against our standard business practicesto alter any information on a credit applicationThe only information we haveon a credit application is the information provided to us by the customerWehave a signed credit
application on file in which it is stated, “I promise thatall information I have provided in connection with this application is true,correct and complete.” The credit application was then submitted to ToyotaFinancial Services and approved based on the information provided by thecustomer and the underwriting investigation conducted by Toyota FinancialServicesThe contract was prepared by Cavender Toyota with complete disclosureof terms and conditions that were agreed upon and signed by the customer.Cavender Toyota declines to move further with customer complaint based on theabove information.
*** ***
May 18, Cavender Toyota *** *** *** ***
*** *** *** *** Customer complaint: *** ** *** *** *** ***
*** *** *** *** *** On May 4, 2015, Mr*** visited Cavender Toyota and provided us an opportunity to earn his business on a new Toyota CorollaMr
*** selected a Corolla advertised as part of our ongoing "hail sale"After negotiating price and travalues, Mr*** requested that the military rebate of $be applied to his offer and it was denied, being told that it was includedMr*** was insulted at this and requested to speak to me as the General Manager of Cavender ToyotaMr*** was offered half of the rebate and after a call from the sales manager on duty, I instructed him to include the military rebate as provided by Toyota Financial ServicesAs a former member of the U.SMarines, I would like to thank you for your service to our country and personally apologize for the total mishandling of the opportunity you gave us to add you to the Cavender family of customersAs mentioned to you by Mr***, it was the first day back for the sales manager on duty and he did not fully understand the proper application of the military rebateRebates and incentives get pretty complicated at times and this was a case of not fully understanding the terms and conditions for this rebateThis rebate is not negotiable and it is not part of any advertised discountThis rebate is provided by Toyota Financial Services and it comes off of the total amount to be financed like a cash down payment, therefore it has no bearing on the sale priceIt was totally our fault for not providing Mr*** the management support he deserved and in the process we did not make "confidence " happen for youRegards, *** ***
*** *** Cavender Toyota
We want to help and we are currently exploring all options available to us that will allow us to better serve our customer. We are also going to hold firm to our previously stated position in this matter and would gladly provide video and audio proof that validates our claim. We helped a customer save a substantial amount of money over the duration of his loan and we did exactly what was asked of us. We hope this helps. Thank you.
[redacted]
To Whom It May Concern,
I tried to call Mr. [redacted] and left a voicemail and my personal cell phone number. I want to work out something fair for him.
[redacted]
Complaint: [redacted]
I am rejecting this response becauseThe General Manager is arrogant and rude and starts yelling on the phone whe you disagree with him. What they are stating is not true and I have lost faith in Toyota Cavender altogether. I refuse to deal with them anymore. Every time they call they speak of the wheels alone and nothing in regards to the disservice they provided.
Regards,
[redacted]
05-17-17
[redacted]
Revdex.com Corporate Office
[redacted]
Dear Ms. [redacted],
On Feb. 28, 2017, customer purchased a new 2017 Toyota Highlander. The vehicle had some water spots on the paint that needed...
to be removed. The customer was given a “We Owe” form noting the areas of the vehicle that required attention. An appointment was set up for our service department to take care of the concerns. The spot removal was not complete and in the process the hood was scratched and had to be repainted. Our customer has been inconvenienced and we are committed to addressing all concerns. On 05-17-17, Mr. [redacted], our Customer Experience Director, contacted the customer and set up an appointment for Monday, 5-22-17 to complete the spot removal process, repair a scratch, and reinstall the paint protective film on the hood.
Thank you,
[redacted]
General Manager
I have attached a document explaining our position in this matter.
[redacted]
Revdex.com
Re: Complaint ID#[redacted]
In response to this complaint, I reached out to Ms. [redacted] to discuss the concerns regarding the upgrade wheels that were negotiated as part of the purchase agreement on her new Toyota 4-Runner. There was a disagreement on the size and style of wheels that were going to be installed and Ms. [redacted] agreed to take care of the wheel issue on her own if we would issue a refund check for $1600 in lieu of installing the wheels. We agreed to that, and Ms. [redacted] accepted the check and we thought that the matter was satisfactorily resolved. In the meantime, one of our staffers that is responsible for scheduling and completing installation of accessories, contacted Ms. [redacted] to install the wheels that were part of the original purchase, and instead of informing our staff member that the original plan had been amended, she allowed us to install the upgraded wheels as well as keeping the check for $1600. This did not demonstrate good faith on her part, but we accepted responsibility for not clarifying the matter to our staff. Ms. [redacted] informed me that she was still not satisfied with the wheels on her vehicle and wanted us to assist her in obtaining a larger set of wheels and a more rugged tire design. We reached a verbal agreement which I forwarded to the Revdex.com. I agreed to install tires and wheels valued at approximately $4000 with the understanding that she would return the check for $1600. Ms. [redacted] agreed to this during our phone conversation. Ms. [redacted] has informed us through the Revdex.com that she is not willing to accept our generous offer. I contacted her by phone to tell her that returning the $1600 was a condition of our offer. The conversation was ended abruptly by Ms. [redacted]. My intent was to give Ms. [redacted] a good-will solution that would be a win-win, but in light of the fact that she is not willing to uphold her end of the agreement, I am rescinding the offer altogether. Ms. [redacted] was contacted 11-09-16 at approximately 10:15 am to confirm our position and she stated she did not want to discuss it any further and terminated the call. We consider the matter closed.
Regards,
[redacted]
General Mamager
Cavender Toyota has been inbusiness for 75 years. It would be against our standard business practices todeny a customer any item included in their purchase. Unfortunately, preownedvehicles do not always come with a spare key. Our preowned department will takethat into account when pricing each...
vehicle so that our customers pay a fairprice for a vehicle and included items. As a gesture of goodwill CavenderToyota has extended an offer to cut and program a second key for this customer.He accepted our offer for a second key to be cut and programmed for him on May6. Cavender Toyota is happy to make confidence happen for its customers.
Cavender Toyota[redacted]Customer complaint [redacted]On September 14, 2015, Mr. [redacted] visited Cavender Toyota purchased VIN
[redacted]. A little over a month later Mr....
[redacted] stopped by our
dealership and spoke to his salesman and advised that his tire pressure light
was on and discovered a nail in the tire that was non repairable. As a result
Mr. [redacted] purchased a tire for the amount of $164.87. Cavender Toyota, in the
interest of customer satisfaction, agreed to reimburse him. Mr. [redacted] picked
up the check on October 23, 2015 and was completely satisfied.Regards,[redacted]General ManagerCavender Toyota
T
04/10/17
Ms. [redacted]
Revdex.com Corporate Office
[redacted]
[redacted]
Complaint ID# [redacted]
Dear [redacted]
In reviewing the complainant’s areas of dispute with Smart Rewards Corp., the marketing company Cavender Toyota hired for...
the promotion in question, we are assured that their legal department goes through a very extensive process before promo material is approved for distribution. Cavender Toyota expects no less. The afore mentioned marketing company, in the interest of preserving our business relationship and resolveing this concern, would like to provide the complainant a GoPro Hero S camera. This is the only offer that will be made to close this complaint. If this is acceptable, please have complainant contact [redacted], Customer Experience Director for Cavender Toyota at [redacted] to arrange delivery.
Regards,
[redacted]
General Manager
ell us why here...
To Whom It May Concern,
In response to Ms. [redacted] claims. The “AMG” style wheels on Ms. [redacted] vehicle were never referenced or presented as the model being sold. We present the details of all purchase transactions on a worksheet that provides our customer’s with the year, make...
and model as decoded by the vehicles 17 digit identification number. The 17 digit vin number is also displayed on the worksheet. We take this action to ensure our customers are purchasing the model of vehicle they intended to buy. The worksheet with this information is present in Ms. [redacted] file alone with her initials agreeing to purchase a “2013 Mercedes-Benz C Class Sedan C250”. The vehicle is not described as “AMG”. All 2013 Mercedes Benz C-class “AMG” models have vin numbers that code that them as “AMG”. In addition to the vin decoding both the wholesale and retail values of a 2013 C-Class “AMG” are more than 2 times the value of C250 sedan. The 17 digit vehicle vin number along with the year, make and model of the vehicle Ms. [redacted] purchased are also detailed on Ms. [redacted] purchase order and finance contract. All of the information on the purchase documents are accurate and make no reference to “AMG”. In compliance with Texas privacy act laws Cavender Toyota would be willing to submit a copy of all documents referenced in this letter to the Revdex.com if the proper “privacy act waivers” are signed by Ms. [redacted].
We are not going to speculate what led to Ms. [redacted] tires issues. The information provided is vague and there are several factors that contribute to the performance of a “wear and tear” item. The tires were never represented as “New”. We do have the documentation to support the tires exceeded state safety requirements at time of purchase. We also have documentation that verifies the oil on the vehicle was changed in Cavender Toyota’s service department 17days and 46 miles prior to Ms. [redacted] purchasing the vehicle
[redacted]
We agree with Mr. [redacted] and apologize for dropping the ball. We will learn from this situation and become better at customer service. We will send Mr. [redacted] a check for $289.00 dollars today.
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: First: Cavender Toyota did have a record of oil changes before this test. I took my car on 02/01/14 with 64,356 miles for an oil change and they did changed it with synthetic OW -20 at that time. I did return on 03/22/14 with 67,328 miles to Cavender Toyota because when I checked the oil there was almost no oil on the dipstick. I talked to the service manager [redacted] and I was told that it is possible because it was synthetic oil it evaporates faster and he recommended to change it with regular oil. They did changed with synthetic oil at that time.Second: Yes it is true I did return to Cavender Toyota before the test completion on 09/03/16 at 593 miles because I was worried that there is not enough oil in the engine based on previous experience and since I can not check it myself because they seal the dipstick for the validity of the test, I want the technician at Cavender Toyota to check it and assure me that the oil is at acceptable level. The technician falsely reported that I have driven the car 1000 miles and that he completed phase 2 of oil consumption test. He also inaccurately stated that the vehicle consumed less than Quart of oil because the vehicle was driven only 593 miles and not 1000 miles as he stated. Also at that time he claimed that the oil consumption test is normal when in fact it was not completed at that time. At that time, I believe the technician filled it to the normal level which will invalidate the test because it was not completed.Third: When I returned on 09/17/16 for the actual phase 2 test at 1,210 miles I was told the vehicle passed the inspection.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would like the terms and costs of my trade-in clearly outlined. If the trade you are speaking of is the same as I requested, please state that. However, I am not interested in merely trading my car in on regular terms, as seems to be implied, because this is an exceptional circumstance and it would not be fair to make such a trade (as mentioned in the original message)What are the terms, what will my cost be, and who will get in contact with me to execute the trade?
Regards,
[redacted]
To Whom It May Concern,
We have reached an agreement with our customer. Thank you.
[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.
Regards,
[redacted]