East Coast Toyota

Dear Janice,? This is in response to Complaint ID? [redacted] ? [redacted] ? [redacted] came to East Coast Toyota in late March of this year to purchase a Used Vehicle from our dealershipAt that time, Mr [redacted] came to an agreement to purchase a recently tradvehicle, a Toyota Camry, which he was completely satisfied with.? After purchase, we attempted to register this vehicle to Mr [redacted] and were denied by NJ Motor Vehicle due to a lien placed on vehicleUnbeknownst to East Coast Toyota at the time, the previous owner received a lien on the Camry due to unpaid taxes.? After researching the denial, East Coast Toyota was informed the Camry would be able to be registered if the prior owner attempts to pay his debt or at least comes to an agreement to pay his unpaid taxesA delay occurred in reaching the prior customer? since he was not returning our calls and later would deny his inaction to any back taxesEast Coast Toyota was able to convince prior customer to enter an agreement with the State of New Jersey to pay unpaid taxes in order to have this lien released from? the CamryUnfortunately, even after finalizing this agreement between the prior owner and the State of New Jersey, the lien remained on the vehicle and our attempt to register this vehicle again for Mr [redacted] was denied by NJ DMV? ? As a result, in May Mr [redacted] was directed to our Used Car Sales Manager, [redacted] , who originally assisted the Sales Consultant in the selling of the Toyota CamryMr [redacted] would explain to Mr [redacted] that the Camry has not been able to? be registered due to the prior owners lien and therefore we would need to take the vehicle backOur request for an extension was consequently denied as well, which is why Mr [redacted] was not able to be given another temporary plateHowever, for this inconvenience,? Mr [redacted] would offer Mr [redacted] a Toyota Camry, with lower mileage in exchange, at a discounted selling price of $15,923, not $20,as previously stated by Mr [redacted] Any additional amount financed by Mr [redacted] was a voluntarily purchased products/warranties? to protect his assetMr [redacted] would further attempt to satisfy Mr [redacted] ’s due to his prior experience and came to an agreement to install a moonroof for customer at the $15,selling price on the CamryHe would explain that the same process? is followed by our installers, who East Coast Toyota has used for over years, in installing aftermarket moonroofsThis conversation was later said to have been recorded by Mr [redacted] , which he of course did not disclose to Mr [redacted] prior to doing so.? Mr [redacted] ’s reasoning in recording Mr [redacted] , while he is attempting to still assist him brings into question his intent at that timeAs per his request, a moonroof was installed for Mr [redacted] , during that time he received a loaner from our Service Department? to use? ? According to Mr [redacted] after being returned his Camry he was ? completely dissatisfied? His efforts in illustrating his dissatisfaction for the install was to come to our dealership on a Saturday and confront Mr [redacted] This occurred while Mr [redacted] was assisting another customer on their trade evaluation in our parking lotMr [redacted] ? notified Mr [redacted] to go inside the dealership, so Mr [redacted] can finalize his appraisal and he would speak with him when doneMr [redacted] would instead stand over Mr [redacted] ’s desk, pacing back and forth, seemingly in a rageMr [redacted] at that point would? again request him wait in our waiting area or he can leave and come back another timeMr [redacted] was uncooperative and for that reason Mr [redacted] notified him he will be calling the police to have him escorted from the premises because of his hostile behavior.? The confrontation and Mr [redacted] ’s behavior is on video as well, due to our Security System? ? A week after this occurred Mr [redacted] would place a complaint to Toyota and to Customer Service, never mentioning his behavior toward Mr [redacted] , only stating he was threatened and yelled at by Mr [redacted] Mr [redacted] was willing to assist, as he had before, in trying appease Mr [redacted] due to the prior vehicles transaction not occurring? ? East Coast Toyota is still willing to assist and have reached out to the moonroof installers, Bluesky Automotive Installers, who will reach out to Mr [redacted] this week in an effort to look at his concerns such as the loose fabric around the installThe moonroof? itself has a warranty for three years, which Mr [redacted] was notified regarding and can be diagnosed free of chargeEast Coast Toyota strives to exceed our customers expectations, however in certain isolated incidents such as this one, we fall short of our? own expectationsEast Coast Toyota however does decline to accept his desired settlement and hope through speaking with the installers can satisfy his concerns.? Sincerely,? [redacted] Customer Relations Manager

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 [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

Dear [redacted] My Customer Relations Manager, Steve G [redacted] , and I have looked into Mr [redacted] ? concerns regarding products he purchased with East Coast Toyota in January of 2013.? The product in question is covered by Road Sentry Plus, which offers multiple benefits to the customer in protecting their asset, in this case their Toyota Camry.? The? product he purchased offers Mr [redacted] ? Tire and Wheel coverage, Key Replacement, and Paintless Dent Repair protection.? I have attached to this response a copy of the Road Sentry Plus agreement signed by Mr [redacted] with usWe also have been in contact with the claims department for Road Sentry Plus who forwarded us invoices and statements illustrating Mr [redacted] using their claim service in November of for a Tire Repair due to nail damage.? Later in December of another claim was paid on his behalf for Dent Repairs by Tri-State Dent Removal.? I have again attached the invoices to this response in order to dispute the claim that he was unable to reach anyone in order to assist with having these dents fixed.? Steve was able to speak to someone within minutes of calling the ###-###-#### Claims Number for Road Sentry Plus and was provided this information and assistance.? We vehemently deny any wrong doing in offering this product,which was later used as intended on multiple occasions by Mr [redacted] according to the documents sent to us.? We do appreciate the opportunity given to us by Mr [redacted] to earn his business, however we decline to reimburse any money to Mr [redacted] on the basis that he used the product he is claiming did not exist.? I respond to this claim in good faith looking not to argue with Mr [redacted] , but to denounce the claim of fraud by East Coast Toyota in offering a product he later utilized.? I am hoping with the information provided we can move forward to an amicable solution.? Thank you for your assistance and time in this matter Ms***.? Best regards,? Jeffrey B***General ManagerEast Coast Toyota

Mr [redacted] made an attempt to return a leased Camry SE in December As Mr [redacted] stated below he was still under the terms of his contract (please see attachment) with Toyota Financial until March 21, 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 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 [redacted] was still obligated to satisfied the remaining portion of his lease with Toyota FinancialThank you, Jeannette C Customer Relations Manager

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 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 Camry LE, but finalized his contract for a Camry SE accepting the terms of his contractMr [redacted] had an opportunity to stop his transaction and express his concern before taking delivery of theCamry 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 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 $from his early termination lease

? 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]

Dear Ms***, As per the documents I previously attached to Ms***'s original concern, she was only charged for the amount agreed upon with her Sales Consultant.? I am disappointed to hear Ms [redacted] claim of fraud over an agreed upon contractWe acknowledge and thank Ms [redacted] for her continued patronage with East Coast Toyota.? As a result, our Customer Relations Manager, Steve G, offered Ms [redacted] a reimbursement of $for her inconvenienceMoreover, we have invited Ms [redacted] on multiple occasions in order better communicate with her and in hope of coming to an amicable solution.? I am still open to speaking with Ms [redacted] at her earliest convenienceEast Coast Toyota takes all customer concerns seriously and strive to offer all our customers an excellent car buying experienceWe regret to know that we were not able to meet Ms***’s expectations and again apologize for her inconvenience.? Jeffrey B General Manager East Coast Toyota

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because besides pointing out to them that that I did not ever agreeon no $to "prepare" a brand new car! I have my sticker price and they are trying to make me look like there has been a "misunderstanding" It's plain as day: they tried to make an extra $1,on me by changing my price from $28,to 28,I have my sticker price as proof In addition, the taxes would differ since the price is wrong to begin with Then to add insult to injury they act as if recognizing "part of their mistake is an act of "good faith" How dare they insult my intelligence! Whoever heard of adding $1,fee and charging that exuberant amount to an already expensive purchase for no reason Not to mention, that this is not my first new car purchase The salesman called me to explain that he mentioned to my dad and I that I would have to pay this fee, there was no such discussion at any pointAnyone in the right mind would have walked away at that point, therefore, I haven't the faintest idea of what he is referring to that I was advised ofAlso I don't understand why it requires my going again to discuss an extended warranty I want to cancel That being said, exactly what "other options" could possibly be discussed? I can cancel my warranty with a phone call, and I am so livid with what they tried to pull that I do not want to even see these individualsI want to pay my sticker price with the proper tax amount, for DMV and for an alarm and for gap insurance That is the total amount that should be reflected on my account They have to credit me the and the taxes wrongly calculated and $is not enough and I am not accepting that amount because it's fraudulent on their part to conveniently change my price tag on a whim If they are all about treating their customers right, they would have no need to change a price for no reason.Regards, [redacted] Regards, [redacted] ***

Complaint: [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 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, [redacted]

Hi Ms***, Although the case has since been closed I would like to update you regarding the concern brought forth by Mr [redacted] Since he originally placed his concern with the Revdex.com regarding his truck, East Coast Toyota and Mr [redacted] have come to a settlement This agreement has been accepted by both parties in order to move forward and assist Mr [redacted] with his concerns We have gone through multiple avenues in order to appease Mr [redacted] with "good will" services on multiple of his work trucks and bringing in a third party mediator; we now hope through the monetary agreement he requested and we accepted it can bring all parties closure Thank you again for your time and hope all is wellJeffrey B***General ManagerEast Coast Toyota

Hi Ms***, This is in response to Complaint ID # [redacted] ? for Mr [redacted] I am aware of Mr [redacted] ? concern regarding his Toyota Rav4, which he took to our Service Department to have a Transmission Flush done in December? ? Afterwards, Mr [redacted] states he started to feel a difference when accelerating.? Mr [redacted] came again to our Service Department on Thursday, February 22nd to have the vehicle diagnosed.? At that time he was notified that the vehicle was having transmission issues and was recommended he replace his transmission.? The issues were not previously present and the vehicle would need to be held for further diagnosis.? Customer at that time refused to have transmission replaced because of the overall costMr [redacted] that day reached out to his original Sales Consultant, Juan I***, who would assist him Thursday and Friday in trading out of the Toyota Ravand purchasing a Toyota Certified Used Rav4.? Mr [redacted] is a returning customer and we were glad to assist him in avoiding any additional service cost to his Toyota Rav4.? Mr [redacted] and East Coast Toyota have come to an amicable solution regarding his complaint.? Thank you for your time Ms [redacted] in this matter.? Sincerely,? Jeffrey B***General ManagerEast Coast Toyota

Complaint: [redacted] I am rejecting this response because: My dispute is not with the tire insurance which I never mentioned.? ? ? My dispute is with the dent insurance.? ? My issue? is when selling these insurances, they do not? advise its 3rd party and not Toyota insurance? As I've been explaining to them since I tried to use this insurance, I repeatedly called the number they provided to me, I was asked to leave a message, my name and number and they will call me back.? ? After doing this numerous times, I physically went to the dealership and asked for a refund of this insurance.? They said I would have to contact Toyota financial as it has nothing to do with them but they will make a call on my behalf with the insurance company.? They did.? ? The insurance company called me, setup an appointment to come to my house for repairs.? A man shows up, looks at the dent and says its too complicated to fix and left.? ? If they put in a claim for coming out to the house, not my problem.? ? I called the dealership a day after and advised them of what happened and requested a refund of this insurance.? ? They stated its not their problem, I would have to take it up with Toyota Company.? ? I called Toyota Company numerous times and they said since it is not a Toyota product, the dealership must take care of this.? ? If the dent was fixed, why is it still on my car?? Why would I call a day after the appointment stating the repair was not made and requesting a refund?? ? ? I can buy my own 3rd party insurance, I do not need a middle man for this.? What I thought I was buying and what the dealership portrayed it to be is Toyota insuranceI have been in contact with the NY/NJ regional manager and will advise her of this situation and of what happened when I purchased the Highlander.? DO NOT SELL PRODUCTS DECIPTIVELY Regards, [redacted] ?

Complaint: [redacted] I am rejecting this response because: As I explained to MrG when we spoke that I did not see any benefit in driving over to the dealer yet another time to discuss what has already been put "in writing"? I expressed the unfairness of having the "proof of the sticker price in my possession" and facing the reality of how the dealer that I have dealt with in the past purposely "changed the sticker price when they drew up the documentation to finalize what had been verbally discussed to a pulpI just cannot fathom how they can be so cynical and get away with saying "you signed period" and now you're stuck with the price our salesperson Ron, decided to place in that "sales price slot"? Not to mention the fact that they try to make it seem that I just don't feel like cooperating or putting the effort to drive there or speak to the general manager in person? To add insult to injury, they try to come across as the "good samaratins" who are "trying to help me"? This exactly my point, they are the ones who fraudently changed the price of this vehicle and by refusing to recognize the exact overcharged price of the vehicle and only trying to give me back a "PARTIAL $instead of the ENTIRE PRICE OF $plus the wrong tax they charged is beyond me? To top things off they try to portray me as the party who "has experienced a miscommunication instead of calling it what it actually is - they are scamming this change of price to who knows how many people in their establishment and GETTING AWAY WITH IT! ? AND AFTER ALL THIS THEY ACT AS IF THEY ARE DOING A GOOD THING BY "PAYING ME BACK $of MY OWN MONEY THAT THEY TACKED ONTO MY ACCOUNT? And no remorse whatsoever claim to be giving me this money "IN GOOD FAITH!" ? This is completely incredible and I will forever have this bad taste in my mouth and will NEVER REFER ANYONE OR SAY ANYTHING GOOD ABOUT THE MANNER IN WHICH EASTCOAST TOYOTA DOES BUSINESS? This is not the first vehicle I have bought from them, but I will guarantee that this will DEFINITELY BE MY LAST? And I really will try to comprehend how these people can actually sleep well at night KNOWING THAT THEY DO THIS TO COUNTLESS PEOPLE ON A DAILY BASIS - THEY SHOULD BE ASHAME OF THEMSELVES AND I WILL MAKE SURE THAT WHAT THEY DID TO ME GETS POSTED EVERYWHERE! Regards, [redacted] ***

Dear Ms***, This letter is in response to customer experience concern by *** * [redacted] Mr [redacted] has come to our East Coast Toyota Service Department on numerous occasions in order to maintenance his work trucks He has worked directly with Service Managers and our Service Director, Rob S [redacted] , on multiple occasions due to concerns he has brought to our attention, while servicing with us As a result, we in good faith have “good willed” parts and labor on several occasions, which have included new brakes, two rotors, two new tires, an alignment and balancing as well We have done all of this in hope to provide a Truly Exceptional Experience to Mr [redacted] , but to no avail Regarding Mr [redacted] desired settlement as well; he has reached out to Toyota Customer Experience Center, which handles mediation between customers and dealerships His open case is being handled and they are looking into his complaints and trying to assist in referring him to another Toyota Service Department in order to receive proper estimates In addition, they are looking into the Service History of Mr [redacted] ’s truck with us in order to surmise if we did indeed cause further problems to his vehicle while having it serviced with us as Mr [redacted] alleges Attached to this statement is the Service History,which details any concerns he had and work we completed at our Service Department at the time to Mr [redacted] 's Toyota TundraWe thank you for your time and we do want to wish Mr [redacted] best in his future endeavors and thank him for the opportunity to maintain his vehicle Unfortunately, we were not able to satisfy his concerns to his liking and as a result can no longer assist himBest regards,Steve G [redacted] East Coast ToyotaCustomer Relations Manager

Dear Ms. ***, As per the documents I previously attached to Ms. ***'s original concern, she was only charged for the amount agreed upon with her Sales Consultant. I am disappointed to hear Ms. [redacted] claim of fraud over an agreed upon contract. We acknowledge and thank Ms. [redacted] for her continued patronage with East Coast Toyota. As a result, our Customer Relations Manager, Steve G, offered Ms. [redacted] a reimbursement of $500 for her inconvenience. Moreover, we have invited Ms. [redacted] on multiple occasions in order better communicate with her and in hope of coming to an amicable solution. I am still open to speaking with Ms. [redacted] at her earliest convenience. East Coast Toyota takes all customer concerns seriously and strive to offer all our customers an excellent car buying experience. We regret to know that we were not able to meet Ms. ***’s expectations and again apologize for her inconvenience. Jeffrey B General Manager East Coast Toyota

Complaint: [redacted] I am rejecting this response because: East Coast Toyota states that I am obligated to finish out the payments on my leased vehicleHowever, by law, any product sold and the associated transaction must meet certain standardsMy transaction with East Coast Toyota failed these standards in the following manner:I contend that my transaction to purchase the Toyota Camry SE violated the first stipulation of the Lanham Act of (U.S.C.A§ et seq), which outlines the three acts that constitute advertising, the first act being the “failure to disclose.”? Failure to Disclose is considered advertising under the Lanham Act if a representation is "untrue as a result of the failure to disclose a material fact." Therefore, 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 Toyota SE to test-drive, but rather a 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 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 discloseEven 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 colorThis 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, [redacted]

Hi [redacted] , I have received the customer complaint from [redacted] regarding the inquiry on his Credit Bureaus I have had communication with Mr [redacted] 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.

Dear Revdex.com, First I would like to thank the Mr [redacted] for the opportunity to earn his business and apologize for the uncomfortable experience that has encountered during his buying process at East Coast ToyotaUpon making a deal with us we utilized a college grad rebate which the consumer had a possibility of qualifying forWe had explained/sigened docs to the customer that upon leaving that he was not fully approved for the rebate due to his credit profile and the criteria required by the lending institutionWe had tried to rehash with the bank to try and get an exception and they would not budgeUpon final approval we had explained to the customer that he would not qualify for the rebate and that he would have to give us additional money down or increase the paymentWe strive to be as transparent as possible to the consumer when making a dealWe do understand that sometimes there can be a miscommunication on both parties and are sympathetic to itMr [redacted] decided not to increase the payment or give additional funds down and decided to return the car which we agreed to with no cost to him and fully refunding his initial deposit of $Again we apologize for the uncomfortable experience and wish him luck in the car buying process

Complaint: [redacted] I am rejecting this response because:they replaced my brakes. They Had been replaced 2 times before. Each with less than 9,000 miles. The last time they replaced them . I complained about a problem Within 2 months from the work. I brought it to another dealer where they said the brakes need to be fixed agian in the tune of 400+ dollars. I also still have a problem with my alignment. That replaced tires at 5,000 miles and the new one have been wearing poorly due bad alignment. New tires are 1,000$. This is a brand new truck and these are not normal problems for the milage. Not to mention that I have snow tires for the winter so the tires that are wearing aren't even used all year. It is also wearing those tires uneven. They just did my brakes and my emergency brake does work.I have the estimate for the brakes from another dealer. How is it that I need work to brakes that were just done? Regard [redacted]

Dear [redacted] , We want to thank Ms [redacted] for the opportunity to earn her business and would like to apologize for the miscommunication in regards to the purchase of her new RAVWe take customer concerns very seriously and would want nothing more than to have a satisfied consumerWe have spoken to to Ms [redacted] in regards to the price of her car which her and the salesman have agreed to(i have attached the supporting documents)My CR Manager has explained the documents in full and Ms [redacted] is still under the impression that she was taking advantage of and should not have to pay the amount that she agreed to (see attached documents) with the sales person when conducting the transactionAfter agreed upon purchase price and the fees associated, she spoke with a business manager and was explained the figures again as well as presented finance and insurance products to protect her new investment (I have also attached the docs for review)With that being said Ms [redacted] still has the option of reviewing the finance and insurance products again and they are completely optional and are able to cancel anytime for a refund to her principle loanUnfortunately the contract in which she entered Toyota Financial Services even if we lower the principal amount the monthly payment will still stay at the current contracted price We have offered Ms [redacted] to come in a sit down with the finance director to discuss more in detail on her optionsAlso in good faith, we offered Ms [redacted] a $in sympathy for the miscommunication and in appreciation of her businessWe are currently waiting for a decision from Ms [redacted] and look forward to her visiting us to rectify the matterSincerely, Jeffrey B General Manager East Coast Toyota