East Coast Toyota

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr [redacted] made an attempt to return a leased 2014 Camry SE in December 2014.  As Mr [redacted] stated below he was still under the terms of his contract (please see attachment) with  Toyota Financial until March 21, 2016. Under the circumstances East Coast Toyota...

provided Mr [redacted] with the best possible options and made all attempts to assist him including a search to locate his desired color.  Unfortunately, East Coast Toyota was unsuccessful in their search, however, offered him several colors available on the premises which he refused. It is unfortunate that nine months later the performance of his vehicle was not satisfactory as he stated below, however, as per the terms of his signed lease agreement Mr [redacted] was still obligated to satisfied the remaining portion of his lease with Toyota Financial. Thank you, Jeannette C Customer Relations Manager

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 Toyota. Upon making a deal with us we utilized a college grad rebate...

which the consumer had a possibility of qualifying for. We 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 institution. We had tried to rehash with the bank to try and get an exception and they would not budge. Upon 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 payment. We strive to be as transparent as possible to the consumer when making a deal. We do understand that sometimes there can be a miscommunication on both parties and are sympathetic to it. Mr [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 $199. Again we apologize for the uncomfortable experience and wish him luck in the car buying process

Dear Ms. [redacted], As per the documents I previously attached to Ms. [redacted]'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. [redacted]’s expectations and again apologize for her inconvenience.  Jeffrey B General Manager East Coast Toyota

Complaint: [redacted]
I am rejecting this response because:
As I explained to Mr. G 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 pulp. I 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 $500 instead of the ENTIRE PRICE OF $995 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 $500 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]

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

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

Dear Ms. [redacted],We reached out Monday to Ms. [redacted] 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. [redacted].  Again, today in good faith, we offered her $500 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. [redacted] for the original miscommunication and hope to come to amicable solution soon. Sincerely, Jeffrey BGeneral ManagerEast Coast Toyota