East Coast Toyota

In Regards to ** *** *** concern: We thank Mr *** for the opportunity to earn his business and apologize for his uncomfortable experience that he has encountered with his CPO Toyota Ravvin#***After looking into the concern what transpired was that Mr *** he expressed his
discomfort with the seat cushion on the drivers seathe then spoke with my ASM John and CPO manager Mac to see if there was anything that we could doMy team said that they would switch the used seat out for another used seat that matched that was a little less worn than the one he purchasedhe then spoke with my Srvice and Parts Director and he analyzed the car with a certified tech and they found it to be wear on a seatafter we switched out seat for him, he still had some concernAgain my service and parts director had consulted with Mr *** on how he purchased a CPO and that although it is certified used vehicle its not brand new nor did we represent that we were selling a him a new vehicleHe then asked Mr *** if he would be interested in purchasing a new Ravinstead and Mr *** respectfully declinedI have reached out and left Mr *** a few messages to see what we can doWhen I am able to reach Mr *** I will be willing to offer a 50/cost split on the new foam and I will supply the labor for himi am awaiting a response from the consumer. Sincerely, ***
*** ***

Dear *** *** My Customer Relations Manager, Steve G***, and I have looked into Mr*** 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*** 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*** with usWe also have been in contact with the claims department for Road Sentry Plus who forwarded us invoices and statements illustrating Mr*** 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*** according to the documents sent to us. We do appreciate the opportunity given to us by Mr*** to earn his business, however we decline to reimburse any money to Mr*** 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***, 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

Dear *** *** My Customer Relations Manager, Steve G***, and I have looked into Mr*** 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*** 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*** with usWe also have been in contact with the claims department for Road Sentry Plus who forwarded us invoices and statements illustrating Mr*** 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*** according to the documents sent to us. We do appreciate the opportunity given to us by Mr*** to earn his business, however we decline to reimburse any money to Mr*** 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***, 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

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 Ms***,
This is in response to Case # ***, regarding Mr*** ***
I would like to first thank Mr*** 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***. I have attached this retail order to this response. The Ford Focus was sold only with one key to Mr***, as when we took ownership of the vehicle, only one key was given
The Smart Key System, Mr*** 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*** 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*** as we were unaware of this system at the time of sale
I have had my Customer Relations Manager, Steve G***, recently reach out to Mr*** in hopes of coming to an amicable solution. Although the vehicle was sold “As Is,” in good faith we hope to assist Mr*** 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***
Sincerely,
Jeffrey B***East Coast Toyota
General Manager

We would like to apologize to Mr *** for his uncomfortable situation.East Coast Toyota strives for great customer service experience with a leading product within its industry.At 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 SE.Our records indicate Mr *** visited our service department on three separate occasions (Please review attachment) none of which are for the concerns Mr *** has indicated.When 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 refused.Again, 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

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,
*** ***

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 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 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 *** was still obligated to satisfied the remaining portion of his lease with Toyota Financial Thank you, Jeannette C Customer Relations Manager

Complaint: ***
I am rejecting this response because: not once have they attempted to contact me neither by phone nor my email which I provided to them They just keep prolonging the process How much time have they been alotted? I thought they had days to respond? I am definitely not the one holding them up because I am a phone call away or an email away and I have not received neither one of these forms of communication
Regards,
*** ***

I would like to begin by apologizing to Mrs *** for any inconvenience this may have caused.Our Finance Director Lou *** has confirmed with *** a check was mailed directly to Mrs *** at her ** address on 9/29/in the amount of $for the GAP Insurance refund, it was deposited by
Mrs *** who has confirmed the information with us In Addition, Mr *** inquired about the *** 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 *** and Mr *** has updated Mrs *** on this information as wellMrs *** 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 ***.Again, I sincerely apologize for any inconvenience

Hi Ms***, Although the case has since been closed I would like to update you regarding the concern brought forth by Mr***. Since he originally placed his concern with the Revdex.com regarding his truck, East Coast Toyota and Mr*** have come to a settlement. This agreement has been accepted by both parties in order to move forward and assist Mr*** with his concerns. We have gone through multiple avenues in order to appease Mr*** 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 well. Jeffrey B***General ManagerEast Coast Toyota

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

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*** claim of fraud over an agreed upon contractWe acknowledge and thank Ms*** for her continued patronage with East Coast Toyota.? As a result, our Customer Relations Manager, Steve G, offered Ms*** a reimbursement of $for her inconvenienceMoreover, we have invited Ms*** 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*** 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: ***
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,
*** ***?

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,
*** ***

Dear Ms***,We reached out Monday to Ms*** and spoke with her today? The Customer Relations Manager, Steve G, communicated with her again regarding her overall experience? We do apologize for the inconvenience and that she feels she was taken advantage of? We have offered her time to speak with me and to come visit us, which both have been declined by Ms***? Again, today in good faith, we offered her $and the tax difference as sign of appreciation for her business? In addition, we offered our assistance in cancelling the optional insurance products she purchased, but no longer desires? She declined our offer? The CR Manager and the Business Manager did explain on multiple occasions that the cancellation of any purchased products through Toyota Financial will reflect to her principle balance of the loan? The monthly payment cannot be adjusted? We again apologize to Ms*** for the original miscommunication and hope to come to amicable solution soon.? Sincerely,? Jeffrey BGeneral ManagerEast Coast Toyota

Complaint: ***
I am rejecting this response because:they replaced my brakes.? ? They Had been replaced times before.? Each with less than 9,milesThe last time they replaced them I complained about a problem Within 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,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 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
*** ***?

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

Complaint: ***
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,
*** ***

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.?