Corwin Automotive Group

Initial Business Response /* (1000, 5, 2016/03/17) */
[redacted] was well aware of the timing on his Pilot even took a extra 500.00 discount because of the timing. We marked this sold and set up financing told him the whole time the deposit was non refundable apparently he feels our time is worth...

nothing and his word and money down was returnable at any time. [redacted] purchased another Pilot Different color and never gave us that chance to change colors.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true, I was never told about 2 months delay when I deposited the money, I was told that the car will be available at the end of February 2016.
However, the next day the timing changed.

The customer was told we "may" receive a second key from the previous owners.  We never did receive that key.  Corwin will be paying for a second key, because of the mix up.We called and spoke with Corryn.  When it is convenient for them, they will be bringing the vehicle in to have the second key programmed.  Gave her the General Sales Manager's phone number and email address to give advanced notice.

I am rejecting this response because: The check is not in the amount left from the $200 for license fee it should be for $116, $200 was the amount paid and the cost was $84 leaving a refund of $116. I did receive the check today  for an amount of $84.24. I had told them I received the plates that would tell me Day County processed the licensing. I will share Corwin's response with the Day County licensing personnel. Lee also stated to me they meaning Corwin was waiting on a refund from the state of SD, what happened to that or is it still coming?

Revdex.com left VM for Mr [redacted], advising that -- as we cannot leave his complaint open indefinitely to see if he receives calls going forward -- we will be closing his complaint, with the understanding that if he continues to receive calls from Corwin in the weeks / months ahead, he can contact Revdex.com to...

have his case re-opened for follow-up with Corwin.

Revdex.com received call from Tyler [redacted], Fixed Operations Director, providing dealership's perspective.Mr [redacted] says that Mr [redacted] initially came to Corwin with a slight vibration in his...

truck, evident at about 18 mph. When Corwin was unable to address the vibration to Mr [redacted]' satisfaction over the course of several service visits, he became frustrated and indicated he intended to have repair work completed in Valley City -- said Valley City had identified issue quickly, etc.Mr [redacted] subsequently returned to Corwin when the work done in Valley City did not correct the issue, expressing confidence that he believes Corwin can fix the problem, and indicating a willingness to work with Corwin again.Mr [redacted] says Corwin is now actively working with Mr [redacted] to complete repairs -- has a part on order that will arrive in next several days, and Mr [redacted] will be bringing his truck back in soon.

Business response received via fax to Revdex.com, 4/19/16. Scan is attached; text reads as follows: "Revdex.com -- Re: Corwin Toyota of Bellevue Complaint #[redacted](186834920 -- [redacted] Corwin Toyota of Bellevue has been in contact with [redacted] on multiple occasions...

attempting to resolve the mat issue for their vehicle. Part of the confusion in the entire process is that the vehicle in question has a third row seat. That said, our parts department ordered from two different vendors the sets of mats for a third row vehicle. Upon further communication, the customer has been wanting a set for a two row vehicle that has longer mats for the back when folded down. One final set was ordered, sent to customer and paid for at our expense. [redacted] will also be receiving a credit receipt for previous purchase. We believe this issue to be resolved. Kind regards, Brian [redacted] Dealer PartnerCorwin Toyota of Bellevue###-###-####"

Initial Business Response /* (1000, 6, 2016/02/11) */
The vehicle he was trying to sell us was a GMC Truck that was originally purchase in Canada and was recently imported into the United States. A local GM dealer here in Fargo has told us that they have had problems with the factory warranty on GM...

vehicles that have come from Canada. We do not buy vehicle that could have a potential problem with the factory warranty. The only reason we would not purchase the vehicle from Bruce is because it was Imported from Canada and there is a possible warranty concern. I did call Bruce to let him know the reason why we would not buy his vehicle.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While ultimately the concern involves the refusal to purchase when guaranteed, the issue is not that they did not buy the GMC with full factory warranty at this time. It is indeed a purchaser's choice whether or not they buy something or not; however, it is unacceptable to advertise yourself as a participator in a program which provides a guaranteed offer and not follow through when the reason for not following through was a known fact from the information provided BEFORE the appointment was made by the offender...and especially disturbing when the owner made a specific phone call to ensure that all was well before making a 4-hour round trip and arranging a ride home.
The general manager did call but did not acknowledge that as a dealer participating in a gauranteed offer program that they should have reviewed the information provided prior to making an appointment for the vehicle to be delivered.

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.

Tyler [redacted], our service manager, talked with the customer on Friday, September 30th and they came to an agreement that we are sending him a check for $250.00 and the customer was satisfied with that.   Thank you!   Cathy [redacted]   Accounting Manager Corwin Honda/ Corwin Chrysler Dodge...

Ram Jeep/ Corwin Leasing   Phone: (701)492-4103

Customer's credit did not qualify for the desired vehicle.  The income the applicant stated was not supported, by the documents they provided.  We were then unable to find a bank to finance the full amount.  The customer was not able to provide sufficient down payment required by...

the bank.  We provided many alternative options, but customer would not agree to said options.  We have expressed a willingness to do business with and work with the customer, however they do not have that same desire to settle on any other options.

Initial Business Response /* (1000, 8, 2015/09/24) */
We have contacted the customer, and we are paying for the tires.I assured her that we have made changes to some key postions in the company to make our customer experice better.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/24) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Corwin agreed to refund my tires.

Reached consumer by phone -- confirms receipt of check, and that he considers the matter resolved.

Initial Business Response /* (1000, 6, 2015/10/06) */
Business response received via e-mail to Revdex.com. Scan is attached; text of letter reads as follows:
"Case: [redacted]
This letter is in response to case #[redacted]; our organization goes to great lengths to try to maintain an excellent level...

of customer satisfaction and when we have a situation that does not meet those expectations we will still try our best to rectify it.
I would like to let you know that I have investigated this complaint and I have contacted the customer myself regarding these issues. Although I am disappointed in the service that Ms [redacted] received I feel that I have taken care of the concerns that she had and the situation has been resolved.
If you need further information or have any questions please feel free to contact me on my cell phone at [redacted] as I will be working from one of our out of state stores this next week.
Sincerely,
Mary [redacted]
Auditing / Training Manager
Corwin Automotive Group
[redacted]"

I am rejecting this response because:July 1, 2016I received your response to my complaint submitted through the Revdex.com on 6/1/2016.  Thank you for your timely response, and please let me register my comments to it, for your reconsideration of your action to satisfy this complaint.  It is a boilerplate type response, clearly, with incomplete and inaccurate information, and especially, with no evidence of concern about the customer and service of the sale.  This is a dominant characteristic of the sale Corwin made to me, in the form of a 2006 Toyota Prius, and the customer service to follow.The $199.00 amount I requested more information about is not addressed in your response, in that you only answer to the $199.65 amount, which coincidentally is only $.65 different.  This $199.00 is misleading and unclear, with the obvious purpose of padding the sale for your purposes.  Customer service is not the priority, more money is.  I had to call Linda [redacted] on 6/29/2016 at 4:50 pm, and drill for fifteen minutes or more, to find out that the $199.00 amount on the invoice is a truly a “pure “ fee that is added over and above the cost of the sale.  It took most of the conversation for Ms. [redacted] to admit and clarify that the $199.00 entry on the contract is for paperwork administration.  This is something that should already be built into the cost, and, Ms. [redacted] could not even tell me what it actually cost the company to complete the minimal paperwork in my case, with no financing involved.  The end result is that I paid twice, in the initial cost, and the $199.00 fee, for minimal paperwork.  The $199.00 is not for Taxes and Licenses at all, as stated in your letter response to this complaint.  It is a pure fee, designed to protect and pad Corwin’s profit.  Taxes of $84.65, which are specified separately on the contract.  Then there is $86.00 for license, $4.50 for a branch fee, and a $24.50 refund, totaling the $115.00 on the contact.  All these add up to $199.65, coincidentally only $.65 different from $199.00.  The branch fee of $4.50, is totally redundant. The car was operable, however, in answer to the last sentence in your boilerplate response.  It was driven thirty miles for more repair.  However, the auxiliary battery was dead from being ten years old, and I was not told, not even while it was being jumped in the area of Toyota shop mechanics.  The overriding problem is reasonable and expected service to go with the sale.Furthermore, the essence of this complaint is not automobile warranty - it is covering your Customer Service, Customer Experience, and Customer Safety, the tenets that businesses like yours are built on.  There is not warranty papers to show.  Likewise, “As Is” does not take the place of customer service.  Please refer to the Customer Service principles you develop and promote in your organization, and the pledges you make to put the customer first.  It does not surprise me that Corwin does not recognize the nature of this complaint, since overall customer service, customer experience, and customer safety were not noticeable in my purchase of the vehicle from them, making the dealership act as a “mill.”  The way the manager prepared papers, reworked them, and quickly had me sign them, without explanation, was noticeably mechanical, rigid, and unfeeling.  The use of the word “mill,” in this case, means you visibly are only interested in numbers and dollars of the sales and commissions, and little else.  My secretary friend confirmed the suspicious “mill” feeling when she stepped into the dealership approximately six weeks ago.  She shared that she was visibly spooked and turned off.Things I, the customer, had to do that suggest highly deficient customer service from Corwin:-          I had to set up the sale, suggesting to the salesman to check to see if the car is for sale and find out where it was located.-          I had to search out, find, and check out the car on my own.  I found it was in the mainToyota dealership shop, in a stall, beginning to be disassembled.  This is the main misrepresentation of the automobile sold, a 2006 Toyota Prius.-          I had to convince the main Corwin Toyota dealership the next morning, with contract in hand, that the car was sold and did not belong to someone mechanic there.  This gives the impression of a ploy, to suck me in on the deal.  This experience was a massive runaround.  The unfortunate people that have to go through this lack of customer service without a business mind is of major concern.-          I had to access a completely gone auxiliary battery, while the salesman jump started the car.-          I had to access the concern of not having a second electronic key, and the impact of not having aSpare, when it costs up to $1000 when you lose this kind of key and have to buy a new key from the dealer and have it programmed.  This is known in Toyota Prius’ internet blogs as a “nightmare” situation.  I asked about this at least twice during the sale preparations and was told there was probably another key around.-          I had come back to the main Corwin Toyota dealership to round up large interior rear compartment pieces around the auxiliary battery which were removed during repair disassembly by the potential in house mechanic buyer, and I was not told about these pieces when the salesmen and mechanic in the area when they jump started the car.  Again, this is consistent with a manipulative sales technique, ploy, incompetence, or all.-          I had to pursue recall documentation on the purchased automobile several times, to no avail. Please reconsider your response to my complaint in light of this additional information I supplied.  I am still in need of an electronic key, an auxiliary battery, and a refund amount for the subpar and traumatic sales and service experience at Corwin.