Earnhardt Toyota Scion

Dealership management has made several attempts to speak or meet with [redacted], but she has been unwilling to communicate other than by email. Through email, the dealership has offered to either unwind her transaction or discuss a possible compromise.  [redacted]'s response to the...

emailed offer to unwind the transaction indicated that she was fine with the transaction.  Based on [redacted]'s response and the efforts that the dealership has made to respond to her concern, the dealership understands this matter to be resolved.  [redacted]General Counsel

The Director of Parts and Service at the dealership has spoken with Ms. Samson.  Ms. Samson will be reimbursed for the brake job as a goodwill gesture.  The dealership understands that Ms. Samson is satisfied with this resolution and considers the matter to be closed....

 Mary LaRue WalkerGeneral Counsel

This dealership is completely unprofessional and I would not refer them to anybody..I scheduled an appointment with sales a representative to come in and take a look at a Toyota Prius. Once I arrived I waited for the sale rep for over 30 minutes in the lobby with not one employee around there greeting me or even making sure that I was taken care of- poor service. Every person that worked there from sales reps to finance managers looked me straight in my face and did not bother to speak or help me. Finally, I had enough and went to go find an sales manager for assistance only for him to leave for about 5-10 minutes to get the sales rep that should have met me at the agreed time of 5:00pm. Once I got to the vehicle it was ridiculously dirty and the previous owner items were still in the car. I was told by the sales rep that he would work with me on the price and would be willing to negotiate. Once we got back to the discussion table with his sales manager present he denied making any negotiations and that he would not change the price. They would not accept my reasonable offer and pretty much told me to hit the door. I later called to complain to the General Manager whom did not pick-up his phone and did not return any of my calls. The following day I received a call from his assistant (Assistant GM) only to inform me that they had sold the car and that he could sell me a new one. It was pretty much a slap in the face and a very disappointing call. After speaking with the assistant GM who did nothing for me, whom did not provide any solutions other than trying to get me to buy a new one. I then proceeded to call [redacted] the owner of the dealership. I talked with his assistant more than once to see if she could have him call me. She said that she would and that she would also let him know what the issue was...I never heard from Tex. So a few days go buy and I decide to check there website to see if they actually sold the car. The vehicle was never sold they lied to me all they did was just raise the price on it from $16,799 to $18,979 to confirm I checked the vin numbers and they matched. I feel like this dealer discriminated against me because of my race and the way I looked because from the time I walked in, to the time I walked out, I never felt welcomed or showed the respect like any other person would like to have been treated when looking to spend his or her own hard earned money for a vehicle. BUYER BEWARE!!! I WILL NEVER REFER THIS DEALERSHIP AND THEY HAVE LOST MY BUSINESS FOREVER.

I brought my 2009 Camry in for a routine oil change. During the inspection, Earnhardt employee told me my water pump was leaking and needed replacement ASAP. I told them my car was under warranty, and that should be covered. The man directed me to service where they said I didn't have a warranty and the water pump would cost $400 . I knew I had a warranty, so I went home and called a different dealership. They researched and found my warranty, called the company to make sure the water pump was covered, it was. I had my car towed to the further dealership to get this repair. New dealership then informed me there was nothing wrong with my water pump, it was in working condition and had no evidence of leaks. They did fix a recall in which Earnhardt never offered either. I will never again trust Earnhardt Toyota, there tried to take advantage of me. I recommend people stay far,far away from this dealership.

The complaint filed by Mr. [redacted] was forwarded to [redacted] for response as his purchase falls under her area of responsibility as Special Finance Director.  This is her response.

 

Dear

 

Thank you for forwarding Mr....

[redacted]'s complaint to Earnhardt Toyota [ET].   Mr. [redacted] purchased a 2011 [redacted] with an odometer reading of 59,188 miles on April 22, 2014.  On the date of purchase, Mr. [redacted] was offered the opportunity to purchase a service contract to protect the vehicle in case of mechanical failure, but he declined to do so.  Mr. [redacted] called ET on July 7, 2014 stating that the car had broken down and he wanted it  repaired at no cost to him.  The odometer  now read 66,255 miles and was beyond the implied warranty period of 15 days/500 miles so his request was declined.  He subsequently filed this complaint with your agency.

 

[redacted], the Manager who oversaw Mr. [redacted]'s purchase in April, contacted Mr. [redacted].  Mr. [redacted] stated that his father was driving the car back to [redacted] from a trip to [redacted] when the car overheated.  Mr. [redacted] had the car towed to [redacted] in [redacted].  Initially, [redacted] stated  that the car needed a radiator, but later,  stated it needed a new engine.  Mr. [redacted] arranged to have the [redacted] towed to our [redacted] Service Department on July 17, 2104, and it is still in our possession.

 

The [redacted] needs a new engine and there is a strong chance that it will be covered under that Manufacture's power train warranty, provided that the damage was not caused by the driver's negligence.  The cause of the blown engine cannot be determined until the engine has been removed and inspected.  Our Service Department is confident that the Manufacturer will cover the engine, but in the event that the claim is denied for negligence, ET has agreed to pay half of the estimated cost of $5500.00 to replace the engine.  Mr. [redacted] has agreed to this solution.  ET has also provided a rental car at no charge to Mr. [redacted] to provide him transportation while the engine is being installed.  It is estimated that the repair will be completed by Friday, July 25, 2014.

 

In closing, I am pleased to state that, although the Implied Warranty period had expired by more than 60 days and 6,000 miles, ET  resolved Mr. [redacted]'s service issues by participating in the cost of a new engine should the Manufacturer decline his claim.   It is always our desire to address our customer's concerns as fairly as possible and we are pleased that we reached a satisfactory conclusion.  If I may be of further assistance, please do not hesitate to contact me.

 

Respectfully yours,

 

[redacted],  Special Finance Director

[redacted].[redacted]

Dear  Consumer Complaint Dispute Resolution:This complaint was forwarded

to me for resolution as the  purchase was

handled by my Special Finance Department.   The statements made by Ms. [redacted]  in the complaint are  inaccurate and she is...

contacting you to

withdraw her complaint.  A summary of the

purchase is outlined below for your review.On 9/09/15, Mr. [redacted]

purchased a 2013 Camry from Earnhardt Toyota [ET]. The loan was approved at the

rate of 16.99 at a $381.46 payment; the contract was sent to the Lender, Avid Acceptance.  Mr. [redacted] stated he was employed by BLT

Trucking but when the lender verified his employment, it was determined that

Mr. [redacted] terminated his employment with BLT on 8/21/15, 3 weeks prior to purchasing

the Camry.  Based on the false

information he provided on the application, Avid declined the loan and returned

the contract on 10/06/15.  Mr. [redacted] was

advised to return the car or find a co-buyer to sign on the loan.On 10/08/15, Ms. [redacted]

contacted us to request we add her to the loan. We secured an approval with AmeriCredit

Financial using  Mr. Tyler's true

employment status but, based on their combined credit and income, the loan was

approved at the rate of 25%.  We reduced

the sales price by $2087.00, to help offset the higher interest rate.  On 10/24/15, Mr. [redacted] and Ms. [redacted] came

to the dealership and signed a new contract at a payment of $401.81 per

month.  The loan was funded by AmeriCredit

on 10/29/15.On 11/07/15,  Mr. [redacted] called us to state that he wanted to

return the vehicle but was informed that since the loan was funded, this was no

longer an option.  This call was our last

contact with Mr. [redacted], until we received the complaint from your agency.  After ET left messages for

several days, I finally reached Ms. [redacted] and Mr. [redacted] on Friday, 11/20/15.  They stated that sometime after speaking to

us on 11/07/15, they purchased another vehicle from a dealer in Yuma; they

drove to ET after hours and left the Camry across the street from the

dealership and left the keys in the car.  Mr. [redacted] stated he called AmeriCredit and advised them where he left

the car.  The Camry was, thankfully,

still parked on the street where Mr. [redacted] stated he had left it.  Mr. [redacted] stated he had no interest in taking

possession of the Camry.  I informed him

that he and Ms. [redacted] had signed a contract and AmeriCredit would repossess

the vehicle.  I contacted the Credit

Manager to discuss the situation and although neither ET or AmeriCredit had an

obligation to do so, the contract is being returned to ET and AmeriCredit is

closing the loan.  Mr. [redacted] and Ms. [redacted]

have agreed that ET will retain $762.92 of the down payment which represents 2

payments of $381.46 and the balance of $1237.08 will be refunded to them.  Ms. [redacted] and Mr. [redacted] stated that they

are pleased with this solution.In summary, we are pleased

that the matter has been resolved without the necessity of a repossession for

neither AmeriCredit or the customers. Please contact me if you have any

questions relating to this case and I thank you very much!Happy Thanksgiving!    Colleen [redacted], Special Finance Director ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.What is this unwinding transaction business???? I am not aware of this.  If this is made, it's ONE sided, I did tell them I have reported them to Revdex.com, and I did tell them repeatedly it's HIGHLY unacceptable I have purchased a vehicle that was advertised in their own website and [redacted] at a price that is LOWER than the price I paid for. That is plainly an unscrupulous sales transaction, manipulated by that sales manager, [redacted] and that sales person, [redacted]. I even texted [redacted] questioning how he and [redacted] can live with themselves cheating me this way.  All fears of dealing with car salesmen has been materialized through this sale.  I admitted to the General Sales Manager, [redacted],  dealing with them has aged me, as it has been extremely upsetting and stressful.  I did not sleep well several nights after I found out I was cheated.  Nobody likes to be openly cheated like this!!!! I have NOT made any negotiation with them about this, as they refused to refund me anything after I repeatedly asked for it!!!! Regards,[redacted]

I bought a [redacted] in March of 2012. Through the [redacted] program at Earnhardt Toyota, by the [redacted] in [redacted], I told the salesman I did not want a car with known engine or transmission problems. Salesman said, "sure I can hook you up". Well low and behold he sold me a [redacted] I did not know had transmission problems. Actually, all [redacted] have a known transmission problem. When your riding on the road for two hours or more or if you go over a sudden incline, the transmission light comes on and your transmission is overheating. You will find yourself on the side of the road, or one with no shoulder, you find yourself in a dangerous situation. This transmission is a poor design by [redacted]. And large dealers like Earnhardt know this. It is very well documented , if I had known of this problem, I would never have purchased this automobile.

The dealership apologizes if [redacted] misunderstood and thought her purchase of the vehicle was being unwound.   The dealership only stated that it had offered to unwind the transaction because [redacted] was so dissatisfied with the price for her vehicle.  That offer was declined by [redacted].  [redacted] also declined to meet with dealership management to discuss a compromise.    The dealership  regrets that [redacted] lost sleep or feels as if the transaction has aged her. Having offered to completely unwind the transaction, or to meet to discuss compromise, the dealership understands that it has acted in good faith and with goodwill to attempt to resolve [redacted]'s concern.   [redacted] General Counsel

I have reviewed the response made by the business in reference to complaint ID [redacted]. While I wish this action would not have been necessary to get a resolution to my concerns, I appreciate the time they took to review my complaint and that we were able to resolve it.  Provided they follow through on the agreement (which I have every confidence that they will), I will consider this complaint resolved.  I will continue to take my business to Earnhardt as I believe they handled it in a very professional manner.  This serves to restore my faith and confidence in the dealership. Thank you Earnhardt Toyota!Regards,[redacted]

The dealership has taken back the vehicle and is satisfying the lien secured against it.  The dealership understands this concern is completely resolved.   [redacted]General Counsel

[redacted]:

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The dealership has taken back the vehicle and we are completely satisfied with their response. Thank you very much for your help in this matter.

Regards,[redacted]

The dealership already has rescinded Mr. [redacted]' transaction and accepted return of the vehicle.  This matter should be resolved.  [redacted]General Counsel

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Anne [redacted]