East Coast Toyota - Scion

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, but I spoke to the customer relation person and she said that my refund was mailed out on December 1, I am currently still waiting on it in the mailHopefully it comes tomorrow, SaturdayIf not I'll call them back on Monday to see what is going on Regards, [redacted]

I would like to begin by apologizing to Mrs [redacted] for any inconvenience this may have causedOur Finance Director Lou [redacted] has confirmed with [redacted] a check was mailed directly to Mrs [redacted] at her [redacted] address on 9/29/in the amount of $for the GAP Insurance refund, it was deposited by Mrs [redacted] who has confirmed the information with us In Addition, Mr [redacted] inquired about the [redacted] Insurance pending refund and he was advised that it was processed and the dealership should receive the funds in December at which time East Coast Toyota will forward a check to Mrs [redacted] and Mr [redacted] has updated Mrs [redacted] on this information as wellMrs [redacted] stated she thought she purchased a warranty in her transaction that should also be refunded, however, East Coast Toyota has no record of a warranty purchased by Mrs [redacted] Again, I sincerely apologize for any inconvenience

Attention Revdex.com, We thank Ms [redacted] for the opportunity to earn her business, and we are sympathetic to her uncomfortable situation that she has encounteredWe strive for customer satisfaction with every consumer and it is unfortunate that we have not exceeded expectation to Ms [redacted] After she expressed her concern via email with us I spoke with her in regards to her issuesI deeply expressed our apologies for the situation and addressed her concernsWe have hand delivered her plates and registration to her on 7/20/and she has confirmed receiptI also address her inquiry as to the loan Information she requested for payment Info and online billing for her paymentsShe has also confirmed that she was able to access the information and able to set up her accountFinally after speaking with Ms [redacted] in regards to her customer service experience I am currently working with her to ensure her satisfaction moving forward.Please feel free to contact me to further discuss if need be Sincerely, [redacted] General Manager East Coast Toyota

Complaint: ***
I am rejecting this response because:The management of East Coast Toyota claims that it is not responsible for notifying the customer of all information on the Internet regarding their productsHowever, I contend that under the law they are responsible for notifying the customer about fundamental attributes of their products that they are certainly aware could potentially alter the customer’s decision to make a purchase for a given use or purposeSince, like any new customer, I entered their dealership being completely unaware of the distinctions between their various models, it is required by law that they disclose to me a fundamental attribute of one product that differentiates it from anotherIn this case, the modified suspension of the SE and its associated rough ride, being far outside the norm for a sedan, was a fundamental attribute of the Camry that distinguished it from the model I test-drove, the LE. It is an attribute that they would no doubt have to be aware of as experts on their own products. Moreover, it was an attribute that by law they were mandated to disclose to me or any customer under the provisions of the Lanham Act, and they simply did not make this disclosureIf, in fact, they are implying that they would have to do research on the Internet to know the design characteristics of their own vehicles, then they are an even more pathetic group of salespeople than I might have imagined.By law, they should be willing to replace such a vehicle in such circumstances with a comparable vehicle at a comparable priceHowever, instead of doing so, they insisted on negotiating exhaustively from scratch for several hours, only to make a final offer that would have incorporated a 28% increase in lease price for a comparable replacement vehicleThis is unacceptable behavior from a customer service and legal standpoint.In addition, providing service records is irrelevant to this caseI was informed by their service technician that there is nothing that can be done to modify the suspension of the SE so that it has a smoother rideThis is a design attribute that is structurally intrinsic to this model’s chassis.Put succinctly, East Coast Toyota of Wood Ridge, New Jersey has proven time and again through their actions and lack thereof that they are a poorly managed dealership of crude distinction interested only in maximizing their profitThey do nothing but repeatedly make lame excuses for their substandard customer service and their shoddy products. Furthermore, if we are to take their assertions made in these responses here seriously for even a moment, one could only conclude that they are borderline ignorant about the specs on their own products as well as of the very concept of customer service, and that any customer who walks through the doors of this dealership with the intention of leasing or buying stands a better than even chance of ending up aggravated, frustrated, disappointed, and, I might add, ripped-off.I would like to add that if the management of East Coast Toyota were truly “apologetic” for my “uncomfortable situation,” they would match action with words and refund me my negative equity in the amount of $due to lease terminationTheir attempt to put the responsibility for my “situation” entirely on my shoulders is proof that they are being less than sincere in their “apology.”
Regards,
*** ***

We would like to apologize to Mr *** for his uncomfortable situationEast Coast Toyota strives for great customer service experience with a leading product within its industryAt the time Mr *** leased his vehicle there were no notifications from Toyota that would result in a stop sale for the Camry SE. East Coast Toyota is not responsible to disclose all the information provided by the internet our responsibility to report will arise from an official stop sale.
Mr *** claims he test drove a Camry LE, but finalized his contract for a Camry SE accepting the terms of his contractMr *** had an opportunity to stop his transaction and express his concern before taking delivery of theCamry SEOur records indicate Mr *** visited our service department on three separate occasions (Please review attachment) none of which are for the concerns Mr *** has indicatedWhen Mr *** came to East Coast Toyota in December our sales manager attempted ever possible option to help assist him. As previously stated by Jeannette C East Coast Toyota performed a search in an attempt to locate Mr ***’s preferred color of choice which we did not have on the lot. When a vehicle locate is performed the procedure involves a search in our national database in Mr ***’s case once we determined the search was unsuccessful we then offered him the available colors in which he refusedAgain, we apologize for Mr ***’s uncomfortable situation; however, East Coast Toyota is not responsible for the negative equity in the amount of $from his early termination lease

Hi ***,
I have received the customer complaint from *** *** *** regarding the inquiry on his Credit Bureaus I have had communication with Mr*** via phone and email regarding his complaint and understand his concernsWe have come to a resolution and are currently
resolving the complaint The necessary paperwork and claims have been sent to be reviewed and we hope to have a resolution soon by having the hard inquiry removed from all three Credit Bureaus

Very dissatisfied and disappointed Traded in a car and paid dealer (inflated) fee to transfer plates from car we were trading in to car we were purchasing The dealership was closing when we made the deal, and everyone was rushing to get the paperwork done My husband accidentally gave them the registration for our other car that we weren't trading in - Honda Odyssey and not Honda Accord, with a different license plate and VIN of course The dealer did not notice that the registration was for a different car, so it transferred the plates for our existing car that we weren't trading in to the new car instead of transferring the plates from the car we were trading in to the new car So now the new car is supposed to have the plates that are on our existing car, and our existing car is not registered - and we can be ticketed, have the car towed, etc Making things even worse, the license plates that were supposed to be transferred are now wiped out of the MVC's system, so we have to pay more money for new plates rather than the very modest fee to transfer plates We acknowledged my husband's role in this, but he'll pay he has to take off work and wait in line to rectify this with the MVC All we asked was for the dealer to refund the fees we paid for them to register the car that we bought But the dealer refuses Although the customer service manager acknowledged that both parties were at fault, and her sales person could have noticed that the registration was for a different car than we were trading in, she won't budge She said we got the services we requested I know my husband bears blame But consumers are not the experts in these transactions The car dealers do this all day long Although it is possible a consumer will trade in a car and then seek to transfer plates from a completely different car, that is NOT the norm Most consumers, like us, want to transfer plates from the car they're trading in to the car they're buying That's the service we paid for, and that's not what we received I don't think it's asking too much for the dealer we're paying excessive fees to to help guide us through the process to make sure the transfer is done properly We're taking our responsibility and will go help rectify the problem But the dealer, despite admitting that it is partly to blame, will not refund any of the fees we paid I think that's bad business, and I will not bring my business back to this dealer

I would like to thank Mrs *** for her years of loyalty as a Toyota customer. We appreciate and value Mrs *** dedication as our customer and apologize for the inconvenience this situation has causedMrs *** came to East Coast Toyota on August 25, and qualified for a
lease payment waiver program which was part of her agreement. In order for the payments to be waived the dealership must obtain a confirmation number from Toyota Financial Services, however, the transaction was submitted to Toyota Financial Services without the confirmation number, therefore, the waiver program was never applied, as a result, Mrs *** received a bill from Toyota in October. In addition to the bill Mrs *** was also charged a fee because Toyota Financial Service was never notified her lease vehicle was returned in a timely manner.Once we received notice of the outstanding bill from Mrs *** on October 14, our Customer Relations Manager (*** ***) called and submitted documentation to Toyota for the lease payment waiver confirmation number and confirmed the lease was returned to the dealership. Ms *** was assured by Toyota Financial Services all fees would be waived immediately. We recently learned Mrs *** received another bill from Toyota for the same charges Ms *** called Toyota Financial Services and advised them on October 14, she was advised all fees would be waived. Toyota Financial Service assured Ms *** all fees have been waived and a letter was mailed to Mrs *** to confirm she does not owe anything for her previous leaseAlthough, we strive to deliver truly exceptional service to our customers we may find at times that our process must be reviewed and adjusted accordingly with members of our staff. We have since made some internal changes to assure none of our customers have this same experienceAgain, I would like to express my sincerest apology to Mrs *** for her inconvenience regarding this matter

Mr *** made an attempt to return a leased Camry SE in December As Mr *** stated below he was still under the terms of his contract (please see attachment) with
Cambria, serif;">Toyota Financial until March 21, Under the circumstances East Coast Toyota provided Mr *** with the best possible options and made all attempts to assist him including a search to locate his desired color. Unfortunately, East Coast Toyota was unsuccessful in their search, however, offered him several colors available on the premises which he refusedIt is unfortunate that nine months later the performance of his vehicle was not satisfactory as he stated below, however, as per the terms of his signed lease agreement Mr *** was still obligated to satisfied the remaining portion of his lease with Toyota FinancialThank you, Jeannette C Customer Relations Manager

I am responding to the above compliant you received on September 19,
Mr *** took spot delivery of a
Camry on September 3, Mr *** signed a form which stated transaction is pending final credit approval from a financing institution. Upon receiving response from the financial institution the customer was advised he needed a co-signer When Mr *** was unable to provide a qualified co-signer the dealership asked Mr *** to return the vehicle.
Once the vehicle was returned to the dealership a refund in the amount of $was processed and his trade was returned
If you need additional information please feel free to contact me anytime
Please confirm
Thank you,
*** ***
Customer Relations Manager
East Coast Toyota
Rt South
Wood Ridge NJ
** *** ***
** ***

Attention Revdex.com,
 
     We thank Ms [redacted] for the opportunity to earn her business, and we are sympathetic to her uncomfortable situation that she has encountered. We strive for customer satisfaction with every consumer and it is unfortunate that we have not...

exceeded expectation to Ms [redacted]. After she expressed her concern via email with us I spoke with her in regards to her issues. I deeply expressed our apologies for the situation and addressed her concerns. We have hand delivered her plates and registration to her on 7/20/16 and she has confirmed receipt. I also address her inquiry as to the loan Information she requested for payment Info and online billing for her payments. She has also confirmed that she was able to access the information and able to set up her account. Finally after speaking with Ms [redacted] in regards to her customer service experience I am currently working with her to ensure her satisfaction moving forward.Please feel free to contact me to further discuss if need be.
 
Sincerely,
[redacted]
General Manager
East Coast Toyota

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, but I spoke to the customer relation person and she said that my refund was mailed out on December 1, 2015. I am currently still waiting on it in the mail. Hopefully it comes tomorrow, Saturday. If not I'll call them back on Monday to see what is going on.
Regards,  [redacted]

I would like to begin by apologizing to Mrs [redacted] for any inconvenience this may have caused.
Our Finance Director Lou [redacted] has confirmed with [redacted] a check was mailed directly to Mrs [redacted] at her ** address on 9/29/2015 in the amount of $456.00 for the GAP Insurance refund, it was...

deposited by Mrs [redacted] who has confirmed the information with us.  In Addition, Mr [redacted] inquired about the [redacted] Insurance pending refund and he was advised that it was processed and the dealership should receive the funds in December at which time East Coast Toyota will forward a check to Mrs [redacted] and Mr [redacted] has updated Mrs [redacted] on this information as well. Mrs [redacted] stated she thought she purchased a warranty in her transaction that should also be refunded, however, East Coast Toyota has no record of a warranty purchased by Mrs [redacted].
Again, I sincerely apologize for any inconvenience.

I would like to apologize to Ms [redacted] for her uncomfortable situation and any inconvenience.On December 5, 2014 Ms [redacted] arrived at our service department and stated she was concerned about the steering wheel on her vehicle, which, felt hard and the lights flickered when...

turning, so the service department provided Ms [redacted] with a loanervehicle.  Following a diagnostic test the technician secured the battery which resolved Ms [redacted]’s concern; in addition, the service department completed a tire pressure recall.  When the customer arrived to pick up the vehicle she felt the steering wheel was still hard and lights flickered again the customer left with the loaner vehicle. The vehicle was checked again and the battery was again secured which resolved the hard steering wheel and flickering concern once completed the technician moved the vehicle from the bay area to the parking lot.  When the customer arrived to pick up the vehicle she advised the service department the vehicle would not start and left with the loaner vehicle.By this time the service director called Ms [redacted]... during that conversation she stated her vehicle was parked in a lot near her home and the vehicle would not start.  According to Ms [redacted] there was no room to jump start the vehicle, so an aftermarket battery was installed and that’s when she began having problems.  The service director immediately checked the battery and found the after mark battery did not fit the terminals properly, therefore, losing connection periodically.  The service director replaced the aftermarket battery with the appropriate sized battery and added the warranty at no cost.  Since the battery was replaced Ms [redacted] has not experienced any problems with the vehicle.Ms [redacted] stated her husband spoke with someone by the name of Jeremy at East Coast Toyota and was offered a refund equivalent to one month’s payment $336.00, but we advised Ms [redacted] no one by the name of Jeremy is employed at East Coast Toyota.  East Coast Toyota will refund Ms [redacted] for her toll expenses; however, the refund request of $336.00 is declined.

Complaint: [redacted]
I am rejecting this response because:I am absurd that it would take them 4 weeks after receiving the vehicle to see that I was not qualified . I would never go there again and I will also advise  upcoming customers not to shop there . It makes all Toyota look bad, I would never shop at a Toyota again. They just wasted my time. They did not make me a satisfied customer or even tried .
Regards,
[redacted]

Review: I contacted East Coast Toyota the end of September in regards to cancelling my vehicle Gap, Warranty, and Insurance because it was sold. I tried calling the individual companies but they said I had to go through the dealership and I told them I was having trouble getting help and in with someone that could help me. I finally got to talk to someone in finance. I believe it was a guy named [redacted]. He first told me to come in. I said I live in ** now. He said to fax over all supporting documents. I did that on October 4, 2015 to both the dealership and the companies I was canceling with. Called to verify that that the finance department received it and they said they had it and it would take a few weeks. I have yet to hear anything and so I called the individual companies and they said that on September 29, 2015 the warranty information was sent to the dealership and they have to refund me. The insurance people said the policy is canceled and the dealership has to issue a check to me. So I call today and get transferred to non-answered phones and voicemail. I told the receptionist this and she took my number and said someone would get back to me today. 3 hours pass and no call so I call back and I'm just transferred to voicemail and I call again and finally talk to someone in finance but he was very rude and condescending. He also said it's past business hours and he couldn't help me. I told him I've been run in circles and calling all day. I said that I spoke to [redacted] and he said he was out till Monday and to call back. He didn't even want to look into it. Said that the best person was [redacted] and wait till he comes back. I've been waiting for weeks and now I have to wait on the hopes that a person remembers a fax that. My thing is that theses companies said they already sent the information to the dealership to release the refunds. I feel like I am getting crappy customer service when I satisfied all my obligations with this company. Please help me since they wont.Desired Settlement: I would like my refunds sent immediately to my current address: [redacted]

Business

Response:

I would like to begin by apologizing to Mrs [redacted] for any inconvenience this may have caused.Our Finance Director Lou [redacted] has confirmed with [redacted] a check was mailed directly to Mrs [redacted] at her ** address on 9/29/2015 in the amount of $456.00 for the GAP Insurance refund, it was deposited by Mrs [redacted] who has confirmed the information with us. In Addition, Mr [redacted] inquired about the [redacted] Insurance pending refund and he was advised that it was processed and the dealership should receive the funds in December at which time East Coast Toyota will forward a check to Mrs [redacted] and Mr [redacted] has updated Mrs [redacted] on this information as well. Mrs [redacted] stated she thought she purchased a warranty in her transaction that should also be refunded, however, East Coast Toyota has no record of a warranty purchased by Mrs [redacted].Again, I sincerely apologize for any inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but I spoke to the customer relation person and she said that my refund was mailed out on December 1, 2015. I am currently still waiting on it in the mail. Hopefully it comes tomorrow, Saturday. If not I'll call them back on Monday to see what is going on.

Regards,

[redacted]

Review: I recently purchased a vehicle about 4 weeks back at a Toyota at Wood Ridge. The sales person ( [redacted] sold me the vehicle and advised me that everything was approved and my only down payment would be $500.00 . So I accepted the terms and took the car the same day. Know I recently received a call from [redacted] advising me that I was not approved , that I would need a cosigner or to bring the car back . I find it absurd that after so much time that has past they now realize that I was not approved . Apparently someone is not doing a job properly there and I would never recommend this location again . Now I have to look for a cosigner or take the car back . It was a waste of my time to even go there and do all the paperwork and be there for half my day and now they tell me that oh we should have told you . But no one told me nothing till now, and now I have to waste my time to see a result and go all the way to that location again to see what they can do ??Desired Settlement: The Outcome that I would like to see is that they let me stay with the car and return my $500.00 that I did as a down payment for all the distress that this company is giving me. It is not my fault that they are providing false information than realize it after weeks later. I would like them to keep only my name on the car and not giving me grief for me to get a cosigner .

Business

Response:

I am responding to the above compliant you received on September 19, 2014.

Mr [redacted] took spot delivery of a 2014 Camry on September 3, 2014. Mr [redacted] signed a form which stated transaction is pending final credit approval from a financing institution. Upon receiving response from the financial institution the customer was advised he needed a co-signer. When Mr [redacted] was unable to provide a qualified co-signer the dealership asked Mr [redacted] to return the vehicle.

Once the vehicle was returned to the dealership a refund in the amount of $500.00 was processed and his trade was returned.

If you need additional information please feel free to contact me anytime.

Please confirm.

Thank you,

Customer Relations Manager

East Coast Toyota

85 Rt 17 South

Wood Ridge NJ 07075

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I am absurd that it would take them 4 weeks after receiving the vehicle to see that I was not qualified . I would never go there again and I will also advise upcoming customers not to shop there . It makes all Toyota look bad, I would never shop at a Toyota again. They just wasted my time. They did not make me a satisfied customer or even tried .

Regards,

Very dissatisfied and disappointed. Traded in a car and paid dealer (inflated) fee to transfer plates from car we were trading in to car we were purchasing. The dealership was closing when we made the deal, and everyone was rushing to get the paperwork done. My husband accidentally gave them the registration for our other car that we weren't trading in - 2010 Honda Odyssey and not 2001 Honda Accord, with a different license plate and VIN of course. The dealer did not notice that the registration was for a different car, so it transferred the plates for our existing car that we weren't trading in to the new car instead of transferring the plates from the car we were trading in to the new car. So now the new car is supposed to have the plates that are on our existing car, and our existing car is not registered - and we can be ticketed, have the car towed, etc. Making things even worse, the license plates that were supposed to be transferred are now wiped out of the MVC's system, so we have to pay more money for new plates rather than the very modest fee to transfer plates. We acknowledged my husband's role in this, but he'll pay .... he has to take off work and wait in line to rectify this with the MVC. All we asked was for the dealer to refund the fees we paid for them to register the car that we bought. But the dealer refuses. Although the customer service manager acknowledged that both parties were at fault, and her sales person could have noticed that the registration was for a different car than we were trading in, she won't budge. She said we got the services we requested. I know my husband bears blame. But consumers are not the experts in these transactions. The car dealers do this all day long. Although it is possible a consumer will trade in a car and then seek to transfer plates from a completely different car, that is NOT the norm. Most consumers, like us, want to transfer plates from the car they're trading in to the car they're buying. That's the service we paid for, and that's not what we received. I don't think it's asking too much for the dealer we're paying excessive fees to to help guide us through the process to make sure the transfer is done properly. We're taking our responsibility and will go help rectify the problem. But the dealer, despite admitting that it is partly to blame, will not refund any of the fees we paid. I think that's bad business, and I will not bring my business back to this dealer.

Review: On 12/4/14 I asked East Cost Toyota to service the above vehicle a Toyota, Rav 4, 4DR LTD V6 because I was having an issue with the steering wheel locking up.

The next day I was called and told that the issue was resolved. I left work early in order to drive to New Jersey and pick up the vehicle. When I came to collect the vehicle from you on 12/5/14, I was told that you had carried out a “full service”, had diagnosed an issue with the tire pressure and that the steering issue had disappeared.

Upon returning my loaner vehicle and trying to start the car I found that the issue was not in fact resolved. The vehicle was unfit to drive and so I called the only person left at the garage and again showed them that the issue persisted.

The garage where I had this vehicle serviced is located 35 miles away from my home. In addition there are a number of tolls that I must pay in order to get to the service station. Mainly the Varrazano Bridge ($15.00), the Goethals Bridge ($14.00) and a toll for using the NJ Turnpike.

On 12/8/14 I received a call that the vehicle was again fixed. I again had to leave work early and make the long drive to New Jersey. This time I was told that the issue had been with the battery. Again I was told that the issue had been resolved. I returned my loaner vehicle and tried to start the Toyota Rav 4, at which point the car did not start at all.

I was forced to leave the vehicle in service again and return home with a loner. On 12/12/14 I received a call that the vehicle was fixed. For the third time I had to leave work early and drive to New Jersey wasting my time, wasting gas and wasting money on the tolls (mentioned above). I was told that the battery had been replaced after the vehicle failed a performance test.Desired Settlement: Given that I live many miles from the garage and I was told on three separate occasions that the car was fixed I wasted a large number of hours and money driving back and forth to the garage. Not only was this experience stressful, but it also required me to miss a number of hours of work. The technicians should have fixed my car with reasonable skill and care, using parts of satisfactory quality and fit for their purpose. Clearly, such care was not taken when my vehicle was serviced.

My husband initially spoke to a person who called himself Jeromy at the East Coast Toyota main office. My husband was promised to have one month of the lease payments reimbursed as compensation for the issues I experienced. However, when I called back to inquire about this reimbursement, I was told no one by that name works at this business and that the only thing they can offer me is complementary service. After the bad service I received I would not return so this is not a solution.

Business

Response:

I would like to apologize to Ms [redacted] for her uncomfortable situation and any inconvenience.On December 5, 2014 Ms [redacted] arrived at our service department and stated she was concerned about the steering wheel on her vehicle, which, felt hard and the lights flickered when turning, so the service department provided Ms [redacted] with a loanervehicle. Following a diagnostic test the technician secured the battery which resolved Ms [redacted]’s concern; in addition, the service department completed a tire pressure recall. When the customer arrived to pick up the vehicle she felt the steering wheel was still hard and lights flickered again the customer left with the loaner vehicle. The vehicle was checked again and the battery was again secured which resolved the hard steering wheel and flickering concern once completed the technician moved the vehicle from the bay area to the parking lot. When the customer arrived to pick up the vehicle she advised the service department the vehicle would not start and left with the loaner vehicle.By this time the service director called Ms [redacted]... during that conversation she stated her vehicle was parked in a lot near her home and the vehicle would not start. According to Ms [redacted] there was no room to jump start the vehicle, so an aftermarket battery was installed and that’s when she began having problems. The service director immediately checked the battery and found the after mark battery did not fit the terminals properly, therefore, losing connection periodically. The service director replaced the aftermarket battery with the appropriate sized battery and added the warranty at no cost. Since the battery was replaced Ms [redacted] has not experienced any problems with the vehicle.Ms [redacted] stated her husband spoke with someone by the name of Jeremy at East Coast Toyota and was offered a refund equivalent to one month’s payment $336.00, but we advised Ms [redacted] no one by the name of Jeremy is employed at East Coast Toyota. East Coast Toyota will refund Ms [redacted] for her toll expenses; however, the refund request of $336.00 is declined.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. I have calculated the expenses as follows:Verazzano Bridge 3X $15 = $45Goethals Bridge 3X $14 = $43NJ Turnpike 6X $3.60 = $21.60Gas = 210 miles @ .25c/mi. = 52Total: $162Just reimbursing the tolls is not sufficient.

Business

Response:

We would like to apologize to Ms [redacted] for any inconvenience regarding this matter.After careful consideration East Coast Toyota will reimburse Ms [redacted] $162.00 for toll expenses as stated in her response, however, we decline the request for additional reimbursement since pertinent information was not initially disclosed to our service department so they can resolve Ms [redacted]'s concern in a timely manner.Again, we apologize for any inconvenience.

Review: My complaint pertains to an attempt by this business to circumvent its responsibility to a customer to correct a vehicle quality issue in a manner that would meet reasonable customer expectations. Instead, this dealership opted to look out primarily for its own interests by attempting to "unload" excess inventory from its premises rather than replace a notoriously flawed product-- the 2014 Camry SE-- with an equivalent vehicle that met customer expectations for an equivalent price. This dealership did no regional inventory search as promised for a vehicle that met customer expectations, but instead attempted to foist one of its least desirable color combinations onto this consumer even after raising its monthly lease price by 28% for this replacement vehicle.

In March, 2014, I leased a 2014 Camry SE from East Coast Toyota. One of the design flaws of this car involves an excessively rough and stiff ride or road-feel, even on mildly bumpy roads. This flaw has been documented by numerous 2014 SE owners on various automotive blogs. It has also been documented by professional automobile critics who write for a number of prominent automotive magazines. This car is downright uncomfortable for both driver and passenger. Even though this is distinctive to the SE model, as this dealer's management should have been aware, I was never given a proper test-drive of this particular model. Instead of making a quick and painless exchange of this SE for a comparably priced LE model, the sales and management team of this miserly dealership dragged me through over two-and-one-half hours of exhausting negotiation and test-drives of lesser models before finally agreeing to lease me an LE for a 28% increase in lease price. After promising to do a database search for a color I would find acceptable (common colors such as blue or beige would have sufficed), they instead practically tried to force me to take one of the four colors left on their lot that had not sold. Of course, I refused.Desired Settlement: This dealership's ridiculous behavior forced me to sell my 2014 Camry SE to [redacted] instead of allowing me to replace it with an equivalent car at an equivalent price. They were of course aware that I was in a financial "jam," because if I was to end the lease early and walk away, I would be responsible for the $3750 in unpaid lease expenses under the lease agreement. They even made sure that I was aware of this fact repeatedly during our negotiations, like I had just fallen off the proverbial turnip truck. However, instead of trying to help me avoid these damages by meeting my expectations quickly and painlessly, they bogged me down in endless difficulties. Now I am paying out the lease for this car through the lease payments on my new car. Therefore, I am insisting that they refund me the $3750 that they received via the sale of this car to [redacted]. There is no justifiable reason why they should be making a profit on this car while I am stuck paying for a car I do not drive.

Business

Response:

Mr [redacted] made an attempt to return a leased 2014 Camry SE in December 2014. As Mr [redacted] stated below he was still under the terms of his contract (please see attachment) with Toyota Financial until March 21, 2016. Under the circumstances East Coast Toyota provided Mr [redacted] with the best possible options and made all attempts to assist him including a search to locate his desired color. Unfortunately, East Coast Toyota was unsuccessful in their search, however, offered him several colors available on the premises which he refused. It is unfortunate that nine months later the performance of his vehicle was not satisfactory as he stated below, however, as per the terms of his signed lease agreement Mr [redacted] was still obligated to satisfied the remaining portion of his lease with Toyota Financial. Thank you, Jeannette C Customer Relations Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

East Coast Toyota states that I am obligated to finish out the payments on my leased vehicle. However, by law, any product sold and the associated transaction must meet certain standards. My transaction with East Coast Toyota failed these standards in the following manner:I contend that my transaction to purchase the 2014 Toyota Camry SE violated the first stipulation of the Lanham Act of 1946 (15 U.S.C.A. § 1051 et seq), which outlines the three acts that constitute false advertising, the first act being the “failure to disclose.” Failure to Disclose is considered false advertising under the Lanham Act if a representation is "untrue as a result of the failure to disclose a material fact." Therefore, false advertising can come from both misstatements and partially correct statements that are misleading because they do not disclose something the consumer should know. In this case, I was not given a 2014 Toyota SE to test-drive, but rather a 2014 Toyota LE, or luxury edition. This model does not have the design modifications mentioned above that are intended to give the car its above-average handling. Therefore, it does not have the extemely unpleasant road-feel feature of the SE model. In spite of this, the sales staff did not disclose to me the design modifications made to the SE before leasing it to me which would obviously and significantly detract from the traditional sedan riding experience. Thus, I could seek compensation for breach of contract as a result of false advertising on the part of the East Coast Toyota Dealership if I chose to do so.East Coast Toyota compounded this deception when they told me that they would do a full database search for one of the basic colors that I desired in order to find a vehicle that would remedy their earlier failure to disclose. Even Jeanette C, their so-called customer service representative, admits in her Revdex.com reponse to my initial complaint that they only "searched their (dealer) lot" for the requested color. This is in clear contradiction to their claim that they would do a full database search, and in contradiction to a disclosure I have from Toyota Executive Analyst Nicky M in Torrance, CA in which she stated that East Coast Toyota management could have contacted their district manager to do a regional search for the color I requested.I stand by my earlier request that East Coast Toyota do what is right and refund me the cost of the lease for the Camry SE that remained after I terminated my business relationship with them.

Regards,

Business

Response:

We would like to apologize to Mr [redacted] for his uncomfortable situation.East Coast Toyota strives for great customer service experience with a leading product within its industry.At the time Mr [redacted] leased his vehicle there were no notifications from Toyota that would result in a stop sale for the 2014 Camry SE. East Coast Toyota is not responsible to disclose all the information provided by the internet our responsibility to report will arise from an official stop sale. Mr [redacted] claims he test drove a 2014 Camry LE, but finalized his contract for a 2014 Camry SE accepting the terms of his contract. Mr [redacted] had an opportunity to stop his transaction and express his concern before taking delivery of the2014 Camry SE.Our records indicate Mr [redacted] visited our service department on three separate occasions (Please review attachment) none of which are for the concerns Mr [redacted] has indicated.When Mr [redacted] came to East Coast Toyota in December 2014 our sales manager attempted ever possible option to help assist him. As previously stated by Jeannette C East Coast Toyota performed a search in an attempt to locate Mr [redacted]’s preferred color of choice which we did not have on the lot. When a vehicle locate is performed the procedure involves a search in our national database in Mr [redacted]’s case once we determined the search was unsuccessful we then offered him the available colors in which he refused.Again, we apologize for Mr [redacted]’s uncomfortable situation; however, East Coast Toyota is not responsible for the negative equity in the amount of $3750.00 from his early termination lease.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The management of East Coast Toyota claims that it is not responsible for notifying the customer of all information on the Internet regarding their products. However, I contend that under the law they are responsible for notifying the customer about fundamental attributes of their products that they are certainly aware could potentially alter the customer’s decision to make a purchase for a given use or purpose. Since, like any new customer, I entered their dealership being completely unaware of the distinctions between their various models, it is required by law that they disclose to me a fundamental attribute of one product that differentiates it from another. In this case, the modified suspension of the SE and its associated rough ride, being far outside the norm for a sedan, was a fundamental attribute of the Camry that distinguished it from the model I test-drove, the LE. It is an attribute that they would no doubt have to be aware of as experts on their own products. Moreover, it was an attribute that by law they were mandated to disclose to me or any customer under the provisions of the Lanham Act, and they simply did not make this disclosure. If, in fact, they are implying that they would have to do research on the Internet to know the design characteristics of their own vehicles, then they are an even more pathetic group of salespeople than I might have imagined.By law, they should be willing to replace such a vehicle in such circumstances with a comparable vehicle at a comparable price. However, instead of doing so, they insisted on negotiating exhaustively from scratch for several hours, only to make a final offer that would have incorporated a 28% increase in lease price for a comparable replacement vehicle. This is unacceptable behavior from a customer service and legal standpoint.In addition, providing service records is irrelevant to this case. I was informed by their service technician that there is nothing that can be done to modify the suspension of the SE so that it has a smoother ride. This is a design attribute that is structurally intrinsic to this model’s chassis.Put succinctly, East Coast Toyota of Wood Ridge, New Jersey has proven time and again through their actions and lack thereof that they are a poorly managed dealership of crude distinction interested only in maximizing their profit. They do nothing but repeatedly make lame excuses for their substandard customer service and their shoddy products. Furthermore, if we are to take their assertions made in these responses here seriously for even a moment, one could only conclude that they are borderline ignorant about the specs on their own products as well as of the very concept of customer service, and that any customer who walks through the doors of this dealership with the intention of leasing or buying stands a better than even chance of ending up aggravated, frustrated, disappointed, and, I might add, ripped-off.I would like to add that if the management of East Coast Toyota were truly “apologetic” for my “uncomfortable situation,” they would match action with words and refund me my negative equity in the amount of $3750.00 due to lease termination. Their attempt to put the responsibility for my “situation” entirely on my shoulders is proof that they are being less than sincere in their “apology.”

Regards,