East Coast Toyota

Dear Ms***, This is in response to Case # [redacted] , regarding Mr [redacted] [redacted] I would like to first thank Mr [redacted] for the opportunity to earn his business and furthermore purchasing a Used vehicle from East Coast Toyota The vehicle he purchased was a Ford Focus, which we were selling “As Is” per signed Retail Order agreement with Mr [redacted] I have attached this retail order to this response The Ford Focus was sold only with one key to Mr [redacted] , as when we took ownership of the vehicle, only one key was given The Smart Key System, Mr [redacted] points out is an exclusive feature of Ford vehicles, allows limitations to be placed on the vehicle These limitations however were unknown by our staff and even Mr [redacted] until after further research was done and confirmed by the customer We, at East Coast Toyota, did not try to mislead or avoid disclosing this limitation from Mr [redacted] as we were unaware of this system at the time of sale I have had my Customer Relations Manager, Steve G [redacted] , recently reach out to Mr [redacted] in hopes of coming to an amicable solution Although the vehicle was sold “As Is,” in good faith we hope to assist Mr [redacted] soon in receiving a Master Key for his Ford Focus Thank you for your time and I will keep you updated this week once we speak with Mr [redacted] Sincerely, Jeffrey B***East Coast Toyota General Manager

I would like to apologize to Ms [redacted] for her uncomfortable situation and any inconvenience.On December 5, 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 ***’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 vehicleThe 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 ***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 *** for her toll expenses; however, the refund request of $is declined

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 matter.? Sincerely,? ? Jeffrey B? General Manager? East 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 Rav Mr [redacted] is a returning customer and we were glad to assist him in avoiding any additional service cost to his Toyota Rav Mr [redacted] and East Coast Toyota have come to an amicable solution regarding his complaint Thank you for your time Ms [redacted] in this matterSincerely, Jeffrey B***General ManagerEast Coast Toyota

Attention Revdex.com, We thank Ms *** 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 ***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 *** 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,*** ***General ManagerEast 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,
*** ***

Complaint: ***
I am rejecting this response because:I contacted Toyota Financial and they said that there was no rejection of the College Grad discount and that East Coast Toyota never even put my name in the system or officially signed me up with Toyota Financial ServicesIt was all smoke and mirrorsI have a contract that they signed and did not honor.You can speak with Toyota Financial services regarding the matterThis is a known scam dealers try to run on clients and they got caught, plain and simpleI ultimately returned the car because I did not want to give them any business
Regards,
*** ***

Dear Revdex.com, First I would like to thank the Mr *** 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 *** 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: ***
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,
*** ***

Attention Revdex.com, We thank Ms *** 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 ***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 *** 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,*** ***General ManagerEast Coast Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
***

Dear Janice, This is in response to Complaint ID *** *** *** *** *** *** *** came to East Coast Toyota in late March of this year to purchase a Used Vehicle from our dealershipAt that time, Mr*** 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*** 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*** was denied by NJ DMV As a result, in May Mr*** was directed to our Used Car Sales Manager, *** ***, who originally assisted the Sales Consultant in the selling of the Toyota CamryMr*** would explain to Mr*** 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*** was not able to be given another temporary plateHowever, for this inconvenience, Mr*** would offer Mr*** a Toyota Camry, with lower mileage in exchange, at a discounted selling price of $15,923, not $20,as previously stated by Mr***Any additional amount financed by Mr*** was a voluntarily purchased products/warranties to protect his assetMr*** would further attempt to satisfy Mr***’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***, which he of course did not disclose to Mr*** prior to doing so. Mr***’s reasoning in recording Mr***, 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***, during that time he received a loaner from our Service Department to use According to Mr*** 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***This occurred while Mr*** was assisting another customer on their trade evaluation in our parking lotMr*** notified Mr*** to go inside the dealership, so Mr*** can finalize his appraisal and he would speak with him when doneMr*** would instead stand over Mr***’s desk, pacing back and forth, seemingly in a rageMr*** at that point would again request him wait in our waiting area or he can leave and come back another timeMr*** was uncooperative and for that reason Mr*** notified him he will be calling the police to have him escorted from the premises because of his hostile behavior. The confrontation and Mr***’s behavior is on video as well, due to our Security System A week after this occurred Mr*** would place a complaint to Toyota and to Customer Service, never mentioning his behavior toward Mr***, only stating he was threatened and yelled at by Mr***Mr*** was willing to assist, as he had before, in trying appease Mr*** 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*** 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*** 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, *** ***Customer Relations Manager

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 caused.Mrs *** 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 lease.Although, 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 experience.Again, I would like to express my sincerest apology to Mrs *** for her inconvenience regarding this matter

Hi Ms***, This is in response to Complaint ID # *** for Mr*** *** I am aware of Mr*** concern regarding his Toyota Rav4, which he took to our Service Department to have a Transmission Flush done in December Afterwards, Mr*** states he
started to feel a difference when accelerating. Mr*** 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*** 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*** is a returning customer and we were glad to assist him in avoiding any additional service cost to his Toyota Rav4. Mr*** and East Coast Toyota have come to an amicable solution regarding his complaint. Thank you for your time Ms*** in this matter. Sincerely, Jeffrey B***General ManagerEast Coast Toyota

We would like to apologize to Ms *** for any inconvenience regarding this matter.After careful consideration East Coast Toyota will reimburse Ms *** $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 ***'s concern in a timely manner.Again, we apologize for any inconvenience

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

Dear Ms***, This letter is in response to customer experience concern by *** ***. Mr*** 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***, 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***, but to no avail. Regarding Mr*** 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***’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*** 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***'s Toyota TundraWe thank you for your time and we do want to wish Mr*** 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 him. Best regards,Steve G***East Coast ToyotaCustomer Relations Manager

Complaint: ***
I am rejecting this response because:
Complaint: ***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 $28,000 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 $1,000 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 individuals. I 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,*** ***
Regards,
*** ***

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 caused.Mrs *** 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 lease.Although, 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 experience.Again, I would like to express my sincerest apology to Mrs *** for her inconvenience regarding this matter

Complaint: ***
I am rejecting this response because:
Hi ,this is to inform you that the issue with east coast toyota has not been solved yet ,the last time that I spoke with them He told me that he was going to review with his service manager and then get back to me.but so far they haven't called me back
Regards,
*** ***