Complaint: ***
I am rejecting this response because:Hello *** at B.B.B., My complaint is not resolvedAn Email from *** *** is not sufficient for resolutionSince I’ve been told numerous times for four years that I would receive no further mailings, advertisements or contact from Schaumberg Toyota, And that they have done ”everything they can do”, this statement no longer has any meritYes, *** ***, I did call Schaumburg Toyota, and spoke to *** ***But, I have called every single time I received mail from Schaumburg Toyota! I had received another mailingSo I calledThis time though, I mentioned that “this situation” of years, has now resolved into a complaint with the Revdex.comIs this why you have, just now, become “very sensitive” to my request/complaint? During previous calls, I was told by Chris *** the General Manager of Toyota Schaumburg, that their outside marketing vendors were just “too numerous” to contact each one individually…now, immediately there were calls made???? If *** Marketing, the “outside vendor”, recently purchased names of current owners of Toyota’s for a “direct mail marketing piece”, just when did they purchase this list? My name has been changed with Toyota for yearsSo, *** *** of *** Marketing, when were the “additional lists” “recently purchased”? ALL mailings have been addressed in my old nameOnly the passing of time will determine if contact has stoppedI believe the one year’s time would suffice to determine if this, and create a resolutionIf this case is closed now, and further contact ensues, I will ask that it be reopenedThank you Revdex.com for your help
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/11) */
In response to case #XXXXXXXX, it is Schaumburg Toyota's policy to offer all available insurance products to all customersCustomers often decline due to budget guidelines, and we feel that is the case hereHowever, in the interest of customer
satisfaction, we have reached out to the customer and made an offer to reimburse her for the stated amount of $for tire replacementWe ask only for a copy of the receipt for our recordsThis is a one time offer for this particular instance onlyAs customer is now obviously aware that such insurance is available, and can be purchased either through the dealership, or through any insurance company or tire store of the customer's choosingCustomer Satisfaction is always our main focus at Schaumburg Toyota
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be told that I was offered the warrantyI have a bumper to bumper warranty so the tires should be covered anywayAlso I WAS NEVER OFFERED the tire warranty nor was I ever told about a tire warranty so I will not be put off by you all saying that I declined something that I was never offeredThank you for covering the tire issue but make sure you are speaking truth and not just assuming that I did or did not do somethingI take into account everything that I was told or that was written and that was not the case here so take accountability for the fact that this warranty was not offered
And you all still have not provided me how much this would cost me to purchase this warranty or what I needed to do to purchase it-like I said-still not offering all the information that should be provided to me
In regards to case ***, *** *** did speak to General Manager *** *** and go through all numbers on his dealTogether they discovered a $errorA check was sent to *** ***'s account and He stated that he was satisfied*** *** is indeed a valued client and Schaumburg Toyota
recognizes that*** *** stated he would return as a customer, and would prefer to work directly with the General Manager on any future transactionsCustomer satisfaction always comes first at Schaumburg Toyota
We do apologize for the length of time it has been to install the customers remote. Unfortunately, the customer has been in for other services but did not schedule this service to be completed. There is a separation of sales to service and unless asked for it does not come up in service
history. This service was scheduled and installed on 1/24/2018. Customer is satisfied
Chris ***, the General Manager of Schaumburg Toyota, contacted Ms*** and had her bring in the car. We then gave her a loaner to use and took the vehicle to Certified Collision Center to repair the problem area. We believe that Ms*** was satisfied with the repair and feel
that the matter is closed
Complaint: ***
I am rejecting this response because I am given miscommunicated information from the corporate sideIf corporate is telling me that the actual dealership is able to waive the fee and to contact financial services, then it is possibleI still don’t understand the miscommunication but if this little miscommunication is a problem from corporate to the dealership, this fully explains many of the miscommunications from dealership to customers.
Sincerely,
Preyak ***
Disposition fees are not something imposed by the dealership. They are imposed by the banks, and in this case, and in all cases, disposition fees are disclosed on the lease contract before the customer signs. Schaumburg Toyota is not able to force Toyota Financial Services to waive this
fee. However, in the interest of customer satisfaction, we have offered to save the customer an additional $if he should buy or lease a vehicle in the next years
unfortunately there is nothing more we can offer this customer other than addition credit of the disposition fee amount towards a future new or used car purchase.
In response to the complaint [redacted] When this deal was negotiated Schaumburg Toyota agreed to make 12 payments to the sum of $4920.36. This amount was agreed by both parties and itemized on the customers contract. Schaumburg Toyota fulfilled that agreement and sent the full agreed...
upon amount to the lienholder. Unfortunately the customer had deferred payments on their previous lease creating and additional balance due of $1,639. Unfortunately this was unknown by the Schaumburg Toyota at the time of sale as the customer failed to disclose that they had deferred payments. In the interest of customer satisfaction Schaumburg Toyota will offer 1 additional payment towards the customers remaining balance. Any further questions or concerns please feel free to call me directly at [redacted] Thank you Chris [redacted] General Manager
Revdex.com:aq
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,
Alexie [redacted]
We are aware of Ms. [redacted] (formerly [redacted] complaint. Her information was removed from our database and no longer receives any direct communication from Schaumburg Toyota. This complaint is due to a direct mail marketing piece from an outside vendor [redacted] Marketing. As part of the...
mail campaign our vendor purchased additional names of current Toyota owners to mail to including Ms[redacted] name and address. Ms[redacted] called Chris [redacted] General Manager of Schaumburg Toyota and we immediately called [redacted] our representative at [redacted] to put Ms[redacted] on a “No contact” list. I can assure you we are very sensitive to Ms[redacted] request/complaint and have done everything we can do make sure she does not receive and communication from Schaumburg Toyota. Also, I will continue to work with outside vendors to ensure she does not receive any marketing material from Schaumburg Toyota. I’ve copied both Chris [redacted] General Manager of Schaumburg Toyota and [redacted] from [redacted] if you need additional information. As members of the Revdex.com we pride ourselves on treating our customers the right way so they become customers for life! I was unaware of the outstanding complaint and am more than happy to assist you and your staff with any future situations. Steve please let me know if this email is a sufficient response or if you need anything else to address the complaint. Regards, [redacted]
I actually spoke with this customer on October 20, 2017 and resolved it with a reimbursement of $69.82 which she was charges for the diagnosis. We do dissagree with the customer on the issue, she still needed the alternator but in good faith we gave her a refund. Unfortunately, we...
did not install nor did we sell her the alternator so we do not have any control over what was done on her vehicle. We did assist her in a fuse for her vehicle at no charge. Customer is just assuming she did not need an alternator. We feel she needed an alternator and then a new fuse which stopped blowing after the alternator was replaced. I explained this all to the customer in our conversation. Thanks for your help! Sincerely, JoAnn [redacted] Customer Relations Manager j[redacted]@resnickautogroup.com
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,
Vanya [redacted]
Complaint: ***
I am rejecting this response because:Hello *** at B.B.B., My complaint is not resolvedAn Email from *** *** is not sufficient for resolutionSince I’ve been told numerous times for four years that I would receive no further mailings, advertisements or contact from Schaumberg Toyota, And that they have done ”everything they can do”, this statement no longer has any meritYes, *** ***, I did call Schaumburg Toyota, and spoke to *** ***But, I have called every single time I received mail from Schaumburg Toyota! I had received another mailingSo I calledThis time though, I mentioned that “this situation” of years, has now resolved into a complaint with the Revdex.comIs this why you have, just now, become “very sensitive” to my request/complaint? During previous calls, I was told by Chris *** the General Manager of Toyota Schaumburg, that their outside marketing vendors were just “too numerous” to contact each one individually…now, immediately there were calls made???? If *** Marketing, the “outside vendor”, recently purchased names of current owners of Toyota’s for a “direct mail marketing piece”, just when did they purchase this list? My name has been changed with Toyota for yearsSo, *** *** of *** Marketing, when were the “additional lists” “recently purchased”? ALL mailings have been addressed in my old nameOnly the passing of time will determine if contact has stoppedI believe the one year’s time would suffice to determine if this, and create a resolutionIf this case is closed now, and further contact ensues, I will ask that it be reopenedThank you Revdex.com for your help
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/11) */
In response to case #XXXXXXXX, it is Schaumburg Toyota's policy to offer all available insurance products to all customersCustomers often decline due to budget guidelines, and we feel that is the case hereHowever, in the interest of customer
satisfaction, we have reached out to the customer and made an offer to reimburse her for the stated amount of $for tire replacementWe ask only for a copy of the receipt for our recordsThis is a one time offer for this particular instance onlyAs customer is now obviously aware that such insurance is available, and can be purchased either through the dealership, or through any insurance company or tire store of the customer's choosingCustomer Satisfaction is always our main focus at Schaumburg Toyota
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be told that I was offered the warrantyI have a bumper to bumper warranty so the tires should be covered anywayAlso I WAS NEVER OFFERED the tire warranty nor was I ever told about a tire warranty so I will not be put off by you all saying that I declined something that I was never offeredThank you for covering the tire issue but make sure you are speaking truth and not just assuming that I did or did not do somethingI take into account everything that I was told or that was written and that was not the case here so take accountability for the fact that this warranty was not offered
And you all still have not provided me how much this would cost me to purchase this warranty or what I needed to do to purchase it-like I said-still not offering all the information that should be provided to me
In regards to case ***, *** *** did speak to General Manager *** *** and go through all numbers on his dealTogether they discovered a $errorA check was sent to *** ***'s account and He stated that he was satisfied*** *** is indeed a valued client and Schaumburg Toyota
recognizes that*** *** stated he would return as a customer, and would prefer to work directly with the General Manager on any future transactionsCustomer satisfaction always comes first at Schaumburg Toyota
We do apologize for the length of time it has been to install the customers remote. Unfortunately, the customer has been in for other services but did not schedule this service to be completed. There is a separation of sales to service and unless asked for it does not come up in service
history. This service was scheduled and installed on 1/24/2018. Customer is satisfied
Chris ***, the General Manager of Schaumburg Toyota, contacted Ms*** and had her bring in the car. We then gave her a loaner to use and took the vehicle to Certified Collision Center to repair the problem area. We believe that Ms*** was satisfied with the repair and feel
that the matter is closed
Complaint: ***
I am rejecting this response because I am given miscommunicated information from the corporate sideIf corporate is telling me that the actual dealership is able to waive the fee and to contact financial services, then it is possibleI still don’t understand the miscommunication but if this little miscommunication is a problem from corporate to the dealership, this fully explains many of the miscommunications from dealership to customers.
Sincerely,
Preyak ***
Disposition fees are not something imposed by the dealership. They are imposed by the banks, and in this case, and in all cases, disposition fees are disclosed on the lease contract before the customer signs. Schaumburg Toyota is not able to force Toyota Financial Services to waive this
fee. However, in the interest of customer satisfaction, we have offered to save the customer an additional $if he should buy or lease a vehicle in the next years
unfortunately there is nothing more we can offer this customer other than addition credit of the disposition fee amount towards a future new or used car purchase.
In response to the complaint [redacted] When this deal was negotiated Schaumburg Toyota agreed to make 12 payments to the sum of $4920.36. This amount was agreed by both parties and itemized on the customers contract. Schaumburg Toyota fulfilled that agreement and sent the full agreed...
upon amount to the lienholder. Unfortunately the customer had deferred payments on their previous lease creating and additional balance due of $1,639. Unfortunately this was unknown by the Schaumburg Toyota at the time of sale as the customer failed to disclose that they had deferred payments. In the interest of customer satisfaction Schaumburg Toyota will offer 1 additional payment towards the customers remaining balance. Any further questions or concerns please feel free to call me directly at [redacted] Thank you Chris [redacted] General Manager
Revdex.com:aq
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,
Alexie [redacted]
We are aware of Ms. [redacted] (formerly [redacted] complaint. Her information was removed from our database and no longer receives any direct communication from Schaumburg Toyota. This complaint is due to a direct mail marketing piece from an outside vendor [redacted] Marketing. As part of the...
mail campaign our vendor purchased additional names of current Toyota owners to mail to including Ms[redacted] name and address. Ms[redacted] called Chris [redacted] General Manager of Schaumburg Toyota and we immediately called [redacted] our representative at [redacted] to put Ms[redacted] on a “No contact” list. I can assure you we are very sensitive to Ms[redacted] request/complaint and have done everything we can do make sure she does not receive and communication from Schaumburg Toyota. Also, I will continue to work with outside vendors to ensure she does not receive any marketing material from Schaumburg Toyota. I’ve copied both Chris [redacted] General Manager of Schaumburg Toyota and [redacted] from [redacted] if you need additional information. As members of the Revdex.com we pride ourselves on treating our customers the right way so they become customers for life! I was unaware of the outstanding complaint and am more than happy to assist you and your staff with any future situations. Steve please let me know if this email is a sufficient response or if you need anything else to address the complaint. Regards, [redacted]
I actually spoke with this customer on October 20, 2017 and resolved it with a reimbursement of $69.82 which she was charges for the diagnosis. We do dissagree with the customer on the issue, she still needed the alternator but in good faith we gave her a refund. Unfortunately, we...
did not install nor did we sell her the alternator so we do not have any control over what was done on her vehicle. We did assist her in a fuse for her vehicle at no charge. Customer is just assuming she did not need an alternator. We feel she needed an alternator and then a new fuse which stopped blowing after the alternator was replaced. I explained this all to the customer in our conversation. Thanks for your help! Sincerely, JoAnn [redacted] Customer Relations Manager j[redacted]@resnickautogroup.com
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,
Vanya [redacted]