Don Ringler Toyota-Scion

We have spoken with our Toyota representatives and have been told that we handled the situation as prescribed The Toyota Customer Care representative relayed inaccurate information, which Toyota has acknowledged, and they indicated that they would relay that information to the customer We strive to give all of our customers an unparalleled experience, and have an inventory of vehicles for customer use; however, they are not to be used for cases such as these We apologize for the miscommunication that took place

I apologize for not providing more backup in my response and emails yesterday If you would like further explanation or would like to discuss, please feel free to call my direct line left in my messages TFS handles the refunds of GAP contracts, no matter the GAP provider Many lienholders have turned to this in light of state requirements states currently require the finance source to ensure the customer receives the unearned portion of GAP refundsEffective January 1, 2018, Alabama will become the 11th stateBecause of this, many lienholders directly refund the unearned portion of GAP waivers and insurance to customers and debit the dealer's account Please see attached letters from Wells Fargo and Ally indicating their policy changes We do not have a direct letter from TFS, but their policy is the same Also attached is the notice from our representative at TFS indicating their oversight and also indicating that she has sent a message to the warranty cancellation department requesting your refund by name This was emailed yesterday as well as the last attached document, which is a notice from TFS for an identical situation where they have refunded a customers GAP Coverage, provided by AHIS in particular, and debited our Dealer Reserve account If we can provide reasoning that this is the method for GAP refunds by TFS, please let us know We hope that the last two attachments will suffice, however, we will try to locate the letter from TFS indicating it as such Thank you

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]

Thank you for bringing this to our attention Our Service Manager has reached out and is working on a resolution for the customer

We have not been able to identify who has unchecked voicemails, but a manager will reach out shortly Thank you for bringing this to our attention

Complaint: ***
I am rejecting this response because: I called TFS at *** at PST and the representative once again stated my vehicle was not in Toyota’s system at all for GAP and if it was not through them then would not be able to process refundsRepresentative also stated that I am not in their system because the GAP is through American Heritage Insurance Services and that’s who would have to refund the GAP
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the original GAP contract was through American Heritage Insurance Services a member of the Allstate family of companiesTrying to understand how Toyota financial services has the refund when it should have gone through AHIS and if there is no way for the dealership to oversee the refunding of the GAP then how is there any assurance that there is a guarantee the GAP has been refunded if the last correspondence with Toyota was back on the 20th and Toyota has no record of my vehicle in their systemAIHS is also the same affiliated company that owned the VSAThere is a potential for the GAP to remain in limbo
Regards,
*** ***

We apologize for the less than acceptable communication. The refund for the Vehicle Service Contract has been sent and the refund for the GAP will be coming from the lienholder. There is no action that can be taken on our end to ensure this is completed, however, we will continue to
follow up with the lienholder in order for them to make the refund payment to you. We will be sending you documentation shortly indicating our follow up with them. Thank you for working with us on this

I apologize for not providing more backup in my response and emails yesterday.  If you would like further explanation or would like to discuss, please feel free to call my direct line left in my messages.  TFS handles the refunds of GAP contracts, no matter the GAP provider.  Many lienholders have turned to this in light of state requirements.  10 states currently require the finance source to ensure the customer receives the unearned portion of GAP refunds. Effective January 1, 2018, Alabama will become the 11th state. Because of this, many lienholders directly refund the unearned portion of GAP waivers and insurance to customers and debit the dealer's account.  Please see attached letters from Wells Fargo and Ally indicating their policy changes.  We do not have a direct letter from TFS, but their policy is the same.  Also attached is the notice from our representative at TFS indicating their oversight and also indicating that she has sent a message to the warranty cancellation department requesting your refund by name.  This was emailed yesterday as well as the last attached document, which is a notice from TFS for an identical situation where they have refunded a customers GAP Coverage, provided by AHIS in particular, and debited our Dealer Reserve account.  If we can provide reasoning that this is the method for GAP refunds by TFS, please let us know.  We hope that the last two attachments will suffice, however, we will try to locate the letter from TFS indicating it as such.  Thank you

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]

We have spoken with our Toyota representatives and have been told that we handled the situation as prescribed.  The Toyota Customer Care representative relayed inaccurate information, which Toyota has acknowledged, and they indicated that they would relay that information to the customer....

 We strive to give all of our customers an unparalleled experience, and have an inventory of vehicles for customer use; however, they are not to be used for cases such as these.  We apologize for the miscommunication that took place.