East Coast Toyota

Dear ***,? ? ? We want to thank Ms *** 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 *** 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 *** 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 *** 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 *** to come in a sit down with the finance director to discuss more in detail on her optionsAlso in good faith, we offered Ms *** a $in sympathy for the miscommunication and in ? appreciation of her businessWe are currently waiting for a decision from Ms *** and look forward to her visiting us to rectify the matter.? Sincerely,? ? Jeffrey B? General Manager? East Coast Toyota

Dear Revdex.com,? ? ? ? ? I circled back with Mr *** after speaking with my service manager, although Mr *** vehicle is outside of the warranty we have decided in good faith to replace his driver passenger door panel ONLYAs far as our offer for his seat cushion is still valid as wellMr *** is going to take some time to review and contact me directly with his decision about our conversation.? *** ***? General Manager? *** *** ***?

We have reached out to our consumer to try and settle the concerns, we will keep the Revdex.com posted as soon as we have contacted herWe want to assure our client that we will do everything to try an accommodate her expectations regarding this matter and would like thank her for her opportunity.? Sincerely,? East Coast Toyota

Dear ***, We have reviewed again the paperwork forwarded to us by the company, Road Sentry Plus and both invoices state work was done on behalf of Mr***.? To clarify an earlier statement made by Mr***, my Customer Relations Manager, Steve, did not state he paid their claim.? Road Sentry Plus stated to Steve they have assisted the customer in paying claims for tire repair and dents in and 2015, respectively.? In addition, the Tire Insurance is again just one of the multiple benefits offered through this product the customer purchased with us.? The Tire and Wheel coverage is handled by the same company who assisted in paying for their first claim and later the dent repair claim opened in 2015.? They are not separate entities, so the product itself we again contend has been used as intended according the previous attachments provided.? Lastly, Mr*** has come to us from a distance to purchase two vehicles throughout the yearsI must contend that East Coast Toyota would not have been able to sell Mr*** a second vehicle without earning his trust and thoroughly explaining the benefits of any product he purchased with us throughout the years.? I would like to apologize for the uncomfortable situation Mr*** finds himself.? I, however, cannot accept an accusation of fraud, while requesting reimbursement, for a product utilized and accepted by the customer? Thank you again for your time and any suggestion on your behalf are welcome? Best regards, Jeffrey B*** General Manager

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

Dear [redacted], We have reviewed again the paperwork forwarded to us by the company, Road Sentry Plus and both invoices state work was done on behalf of Mr. [redacted].  To clarify an earlier statement made by Mr. [redacted], my Customer Relations Manager, Steve, did not state he paid their claim.  Road Sentry Plus stated to Steve they have assisted the customer in paying claims for tire repair and dents in 2013 and 2015, respectively.  In addition, the Tire Insurance is again just one of the multiple benefits offered through this product the customer purchased with us.  The Tire and Wheel coverage is handled by the same company who assisted in paying for their first claim and later the dent repair claim opened in 2015.  They are not separate entities, so the product itself we again contend has been used as intended according the previous attachments provided.  Lastly, Mr. [redacted] has come to us from a distance to purchase two vehicles throughout the years. I must contend that East Coast Toyota would not have been able to sell Mr. [redacted] a second vehicle without earning his trust and thoroughly explaining the benefits of any product he purchased with us throughout the years.  I would like to apologize for the uncomfortable situation Mr. [redacted] finds himself.  I, however, cannot accept an accusation of fraud, while requesting reimbursement, for a product utilized and accepted by the customer.  Thank you again for your time and any suggestion on your behalf are welcome.   Best regards, Jeffrey B[redacted] General Manager

Hi Ms. [redacted], This is in response to Complaint ID # [redacted] for Mr. [redacted] I am aware of Mr. [redacted] concern regarding his 2007 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 cost. Mr. [redacted] that day reached out to his original Sales Consultant, Juan I[redacted], who would assist him Thursday and Friday in trading out of the 2007 Toyota Rav4 and purchasing a 2016 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 2007 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[redacted]General ManagerEast Coast Toyota

Hi Ms. [redacted], 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 well. Jeffrey B[redacted]General ManagerEast Coast Toyota

Dear Ms. [redacted], 
This is in response to Case # [redacted], regarding Mr. [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 2015 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[redacted]East Coast Toyota
General Manager

Dear Ms. [redacted], This letter is in response to customer experience concern by [redacted] *. [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 2014 Toyota Tundra. We 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 him. Best regards,Steve G[redacted]East Coast ToyotaCustomer 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 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.

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]

We have reached out to our consumer to try and settle the concerns, we will keep the Revdex.com posted as soon as we have contacted her. We want to assure our client that we will do everything to try an accommodate her expectations regarding this matter and would like thank her for her opportunity. Sincerely, East Coast Toyota

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.

In Regards to [redacted] concern: We thank Mr [redacted] for the opportunity to earn his business and apologize for his uncomfortable experience that he has encountered with his CPO Toyota Rav4 vin#[redacted]. After looking into the concern what transpired was that Mr [redacted] he expressed his...

discomfort with the seat cushion on the drivers seat. he then spoke with my ASM John and CPO manager Mac to see if there was anything that we could do. My 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 purchased. he then spoke with my Srvice and Parts Director and he analyzed the car with a certified tech and they found it to be normal wear on a seat. after we switched out seat for him, he still had some concern. Again my service and parts director had consulted with Mr [redacted] 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 vehicle. He then asked Mr [redacted] if he would be interested in purchasing a new Rav4 instead and Mr [redacted] respectfully declined. I have reached out and left Mr [redacted] a few messages to see what we can do. When I am able to reach Mr [redacted] I will be willing to offer a 50/50 cost split on the new foam and I will supply the labor for him. I am awaiting a response from the consumer. Sincerely, [redacted]
 [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 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,
[redacted]

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 $995 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 $1,000 on me by changing my price from $28,000 to 28,995. 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 point. Anyone 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 of. Also 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, 401.50 for DMV and 177.23 for an alarm and 995 for gap insurance.  That is the total amount that should be reflected on my account.   They have to credit me the 995 and the taxes wrongly calculated and $500 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: 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 10 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,
[redacted]

Dear Revdex.com,         I circled back with Mr [redacted] after speaking with my service manager, although Mr [redacted] vehicle is outside of the warranty we have decided in good faith to replace his driver passenger door panel ONLY. As far as our offer for his seat cushion is still valid as well. Mr [redacted] is going to take some time to review and contact me directly with his decision about our conversation. [redacted] General Manager [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 RAV4. We take customer concerns very seriously and would want nothing more than to have a satisfied consumer. We...

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 transaction. After  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 loan. Unfortunately 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 options. Also in good faith, we offered Ms [redacted] a $500 in sympathy for the miscommunication and in  appreciation of her business. We 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