East Madison Toyota

[redacted], I'm sorry to hear of your service visit and the lack of communication involved in your transaction.  As a store, along with the Advisors as individuals we spend a massive amount of time discussing customer satisfaction.  To read about your visit upsets me as it did you! ...

There's nobody in this store that wants happy customers more than me.  I'm writing you this reply with [redacted] across my table.  He apologizes for the inconsistency's that were communicated to you.  [redacted] started here just before your visit, but should have been brought up to speed on the credit card system for the free financing.  That is on myself and the management team for missing it on the onboarding.  Looking at the estimate and added time they logged inspecting the actuator issue, I don't believe the final cost was excessive for the repairs.  Obviously the tire disposal was missed when you retained the two, and that's an easy refund at $6.  I do know with sensors, many of the work thru's to the fix require us to take steps until the issue is gone.  I'm not familiar with yours, but feel we should have been less optimistic that it would fix it with the oxygen sensor only.  Since joining our team, [redacted] has had the highest responses within the store of customer satisfaction, and he along with myself were very surprised to learn of your dissatisfaction!  I am sorry you have this bad taste in your mouth, and am willing to listen to any suggestions you have to allow us to be back in your good graces?  I do know we will be adding some additonal training requirements for the onboarding of new employees, along with this formal discussion with [redacted].  Is there something else we can do to help?   P.S. feel free to contact me directly.  I missed the first request on this apparently, and don't want you to have to wait to discuss any additional concerns? [redacted]

I've been notified thru the social media and Revdex.com of the customer's complaint, and do not agree with the claims toward the dealership.  The original and known complaint was of a cruise control light that the customer claims forced them to damage the vehicle.   The added...

concerns which are a stretch in my opinion, like some remaining plastic from the new vehicle prep and sales practices I feel are to try and build a case, but not validated concerns.  In the issues with armrest, cruise control and repair needs have all been forwarded to Toyota who's recently identified a repair that can be completed.  We sell the vehicles and when warranty exists they step in to help.  When people hit poles in parking lots, insurance companies step in to help.  I don't understand why the customer has made this out to be our fault or problem?  The request for a refund or us to pay for damage on the vehicle for hitting a pole, claimed as being an issue from the cruise is something the dealer has no interest and or responsibility for.  Many of the concerns would be covered under the warranty and we'd suggest the customer take advantage of the free repairs thru TMS.  At this point we'd be happy to share any records with any other Toyota dealer for them to take care of the repairs as well, East Madison Toyota has no interest in further communication with the guest.  Thanks.

My response may not offer the customer complete satisfaction, but to validate our attempts to satisfy concerns I show the following in our customer records. After all we've done in an attempt to make the ownership a better one and taken on the expenses to accomodate below, the remaining issue with the light flashing and believing it has caused an accident is the remaining concern.  I don't feel the dealership deserves the attacks thru Revdex.com and other review sites that the customer has given.  There will be no further considerations in this matter, and we will encourage Mr. [redacted] to take his business elsewhere as East Madison Toyota has no interest in dealing with him going forward.  Any concerns as discussed with the warranty is well documented with the manufacturer and they'll be able to share where needed.Summary of issues we have documented. - #1 The Dealer intentionally and unethically hid a known material/safety related defect from me covering up the issue and then sold me the car o The cruise control backlighting blinks/flashes erratically in the driver’s peripheral vision (the customer claimed that this subsequently caused an accident)  We did not show the blinking light was found to be errant in our inspection, if it were we would have opened a case to Toyota as they would pay us to repair it.  With it being a small light on a cruise shaft located on the bottom of the steering wheel out of normal sight.  To not see it flashing is not unreasonable, and if it's erratic there is no guarantee that during the inspection it may have even been an issue. I can say with 100% confidence that we did not try to hide the fact that their was a blinking light on the cruise control shaft.  Toyota does have a recommended remedy for it available and at this point the customer has chosen not to get the repair complete.  Which again is odd to me if this is such a major concern to them.- #2 The Dealer baited me to the dealership to buy the van advertising it online, at the dealer on the window sticker, and confirming via phone with me that it was equipped with navigation when it was not (Customer confirmed with our client relations manager that he was informed of this option not being in the vehicle and he still decided to buy it)- #3 The Dealer passed off a broken armrest as working properly when I questioned it’s functionality during a pre-sale test drive (Sales person did not know it was broken, armrest was fixed on 10/29/2015 once he notified us of it.) He also requested a quote to have some damage fixed on his Sienna that he claims was a result of the blinking light.- #4 Mr. [redacted] claims the Dealer shrugged off a ruined, dysfunctional remote as functioning when I questioned it during the loan signing noting “it’s fine, it’s [a] used [remote]” as the representative explained he was “just the messenger”(I reviewed the video and he did not mention anything about it in the finance office) I had a new smart key made and programmed for him on 12/02/15.- #5 Mr. [redacted] claims the Dealer sold me on and charged me for two premium 2-way remote starters. One of the “2-way” remotes I received was an inferior 1-way remote model  (2-way remote start was sold, customer assumed he was getting (2) 2-way remote starts. They kit comes with (1) 2-way remote and (1) 1-way remote.)  We good willed a 2-way remote and programed it for him on 12/02/15.- #6 The Dealer left the ~1 year old “protectant tape” over the license plate holes clearly visible extending beyond a mounted license plate for me to deal with (When sales person installed the customers license plate there was a small piece of masking tape sticking out from behind the plate. The sales person removed it and immediately)

I purchased a used Nissan in February 2015 from their lot, the vehicle had good reviews and the price was right. I asked the salesman if there was anything wrong with the vehicle, such as the heating, air conditioning, radio, and so on. He said no, everything is fine, it all works great. In the past 4 months I have had to have the vehicle serviced four times by either the dealership or by my own mechanic. Now I find out the air conditioning is corroded and needs to be replaced, of course that is not covered by the extended warranty I purchased. It will cost close to $2,000 to get the vehicle in good condition. The salesman at East Madison Toyota was not truthful about the problems with the vehicle, and the sales manager was not willing to help with any of the three defects found by the Nissan repair shop. I will not shop there again and would not recommend them to anyone.

Review: False advertising. Fraudulent Charges. Vehicle defect deceit and cover-up. Inferior vehicle prep.

The dealer lured me to their dealership to buy a car advertised on the window sticker, online, and via word of mouth from the sales person to have navigation. The vehicle was not equipped with navigation.

I asked for premium aftermarket accessories/options to be installed. I was billed and told I received those products when in fact inferior (less expensive, less functionality) accessories were installed.

The widow sticker (it is a certified pre-owned vehicle) noted the vehicle did not have problems with the cruise control or electrical system. The vehicle did in fact have electrical and cruise control problems.

The vehicle was poorly prepped with other "flaws" such as a broken armrest and tape/factory wrap still on the vehicle when I came to pick it up.

Business

Response:

I've been notified thru the social media and Revdex.com of the customer's complaint, and do not agree with the claims toward the dealership. The original and known complaint was of a cruise control light that the customer claims forced them to damage the vehicle. The added concerns which are a stretch in my opinion, like some remaining plastic from the new vehicle prep and sales practices I feel are to try and build a case, but not validated concerns. In the issues with armrest, cruise control and repair needs have all been forwarded to Toyota who's recently identified a repair that can be completed. We sell the vehicles and when warranty exists they step in to help. When people hit poles in parking lots, insurance companies step in to help. I don't understand why the customer has made this out to be our fault or problem? The request for a refund or us to pay for damage on the vehicle for hitting a pole, claimed as being an issue from the cruise is something the dealer has no interest and or responsibility for. Many of the concerns would be covered under the warranty and we'd suggest the customer take advantage of the free repairs thru TMS. At this point we'd be happy to share any records with any other Toyota dealer for them to take care of the repairs as well, East Madison Toyota has no interest in further communication with the guest. Thanks.

Consumer

Response:

Review: I took my car to them for repairs because I trust them as a dealership after the repairs I asked them if they can check a weird noise I hear when am braking,they said yes then they told me it was an issue with the brakes they can repair it.They said both verbally and on paper that they replaced the front brakes,replaced the front pads and then they did the rotors aswell.I paid for everything plus labor,I have less car knowledge mechanically but I know you cannot replace all these without replacing the rotors.

I drove my car for two weeks after it was fixed then I heard the same noise I used to hear before it was fixed I took it to them that same day I heard the noise,[redacted] test drove the car and told me its the same noise but I have to bring it back a week after cause they were busy it will be taken care of.I took the car yesterday after 2hours he gave me a call telling me that I have to buy parts for the brakes but I don't have to pay for labor.I told him that you guys fixed my car for two weeks and it broke again with the same problem,I trust the dealership thats why I don't deal with local mechanics how would u feel if u were in my shoes? took your car to the dealership after 2weeks you have the same problem and they expect you to pay some money for the same issue.He said well you only have to buy parts for 173 dollars and don't pay for labor,I know its a dealership strategy when they tell you free labor it means the part you are buying is 1quarter of the amount.I checked the part cost on ebay and it was around 50-75dollars .Desired Settlement: Fix my car cause I already paid for the services.

Business

Response:

I reviewed the concern with our service manager [redacted]. The customer had chosen getting brake rotors resurfaced vs. replaced. The rotors have not responded well a few months later, and we now recommend replacement. We take no responsibility to the customers decsision, but in an effort of goodwill, we have scheduled the customer to come in for the repair. [redacted] has already reached out last week and has an appointment scheduled for the rememedy.

Business

Response:

We had a loaner car scheduled for you Monday morning at 7am to replace the rotors that you had us re-surface previously. I guess I don't understand the issue that's outstanding. Were agreeing to pay for the rotors to make things right. Maybe that wasn't communicated during the phone call? You can call [redacted] at ###-###-#### to re-schedule, please arrive this time. We have limited loaner cars and the mechanics work off of appointment. Thanks.

Consumer

Response:

I was very disappointed after my salesman was extremely pushy and played the guilt trip on me. I was interested in a used vehicle and my sales rep claimed they had none of what I was looking for..which was a lie. He was so quick to snag me in the lot but when I had a specific issue with my vehicle not yet 12 hours later...East Toyota of Madison failed to call me back to discuss my problem which was very time specific. I left numerous messages with a manager and verbally requested to speak with a manager to the sales rep..NO ONE ever got back to me. I had to continue to call and call and call. I found it convienent and suspicous that one called. Finally after I got a hold of a manager, East Madison's attempt to help me in my situation was very poor. Many other larger Toyota dealerships and their management claimed to be able to help me with the specific problem I was having, not that they were legally bound to, but every dealership can make exceptions. I found out that East Madison Toyota was unwilling to make any exceptions..even though they claim to treat or take care of their customers like family. Well my Toyota family would'nt even call me back let alone make any exceptions! Shady business I call that.

Review: On the afternoon of 9/11/14 I called Lancaster Toyota and spoke with [redacted] in the service department to schedule service to my 2007 Toyota Prius. I had previously gone to [redacted] in Osh Kosh Wisconsin for a diagnostic due to multiple codes lighting up on my dash. I had also gone to my local mechanic. He looked my car over and suggested that the only other problem besides the codes was that it needed an alignment and two front tires. Because the codes needed reset, he also suggested I go to a Toyota dealership. The information of the code repairs needed was in he national data. I had called both the Osh Kosh and the East Madison dealer for phone quotes on the code repairs and also for the replacement of the 2 front tires and an alignment. After my 9/11/14 phone conversation with [redacted], I decided to have the work done due to the cheaper estimate and his wonderful customer service. He told me the front alignment was $89.95. He said the tires had a sale and for the 4 tires instead of 2 it would be $398 with a $40 rebate that I needed to fill out at home and mail in for that credit. Of the couple codes in the national data it seemed that the o2 sensor needed replaced. The price with labor was approximately $335 if it came out easily and as much as $398 if they had a difficult time removing the sensor. [redacted], however, guessed they would not have a problem. We scheduled my appointment for the next day, 9/12/14 at 9 a.m. After scheduling, I called back because of my interest in applying for a 0% interest for 6 months special they were advertising on their website. The lady who answered, I believe her name was [redacted], told me the service department would take care of that when I came in. I arrived at 8:50 a.m. For my appointment. It was set up for an alignment, 4 tires, and an o2 sensor to be replaced. I also asked [redacted] to keep my back 2 tires which still had good tread. We have 2 2007 Prius and those May be needed in the future. He had me sign my estimated costs of $800. I signed it. It was all set up and I asked if I could apply for the special financing offer. [redacted] didn't know about it so he asked 2 other people. Finally the financial person within the service department area had me go into his office. He told me he didn't know anything about this special. I pulled it up on my I Phone. He then tried looking for it on his computer but, only after I showed him where to go, did he find it. Then he opened a sealed box that was sitting on the floor of his office. I was, he said, the first one to ask for this. He pulled out a paper application and said I could either fill that out or just walk down to Danes desk and he could help me save paper and do it online. I decided to save paper and walked down to have Dane help me apply online. When I got down to Dane, he handed me a paper application ( the same one in the previous office). He asked me to fill it out and then he would key that into the computer. I was frustrated with the lack of knowledge and the difficulty in applying for a special they promoted online. After I completed the app. [redacted] said he would give me a call around 1:30 p.m. to 2:00p.m. To let me know that it was finished. Finally, around 2:30 p.m. He called to tell me there was a slight problem and more codes may need replaced. I asked him if he was sure because everyone had access to those codes and I didn't know more may need taken care of. I told [redacted] my car needed fixed right so he said he was going to talk to the techs and let me know exactly what others needed taken care of before finishing the job. He never called back so around 3:30p.m. to 3:45 p.m. I called him. When we spoke he said my car was done and ready to go and that I could come and pick it up. He also stated at this time the techs think there may be another sensor starting to go and the only way to tell if it is bad is to drive my car around for a while and if the brake light comes on then I will know it is possibly a brake actuator but for now he said all of the lights were reset by the techs and none were showing. When I arrived [redacted] said my total was $907 and I can't remember the change. I told him that I refused to pay that because I signed an estimate that morning for $800 and the day prior when we spoke my estimate was $762. I had asked [redacted] that day before if the $335 for the sensor, the $89.95 for the alignment and the $338 for the 4 tires included labor and he said yes. I asked him if all I needed to add was the sales tax and he said yes. I asked him what Madison, Wisconsin sales tax was and he said 5.5%. I knew my total should be around $805 out the door. He told me he is never sure of materials they need to use and that is why the total was more. Then he said, " Let me look at my notes from our conversation yesterday." I said, " you do that while I pull my notes from yesterday out of my purse". He said, " You do that". So, I pulled out my notes and he adjusted the bill making the total $813 and change. I asked at this time for an estimate of the brake actuator in the event that it did end up going bad. When I spoke to [redacted] at my 2:30 p.m. conversation, he was suppose to call me back with more info on those codes that may be bad or going bad and he didn't. I had told him I wanted the care taken care of, yet no call. As I walked to my car to leave, I realized the 2 tires were not in my hatch. So, I walked back in and [redacted] said he forgot about the tires but he had the techs bring them to my car wrapped in bags and set in my hatch. I got back in my car and after I turned my car on to leave, the ONLY light that was turned off of the five lights I had was the check engine light. But the 4 others still remained! So, I walked back in to talk to [redacted] again. He said he would go get the tech to explain to me why the lights were still on. The tech came out and explained that he did change the one sensor that was bad. However, when lights remained on he looked in his manual and suggested I have the brake actuator replaced because it seemed it was bad since he could not get the lights to reset. That is not AT ALL how [redacted] had explained any of that to me. I told [redacted] that he didn't explain that to me at all before finishing my car. He never called me back when he should have.

In conclusion

After I got home, [redacted] charged me for disposal of 4 tires when I only had 2 disposed of.

They were unaware of the financing special

I was never called back by [redacted] as to what codes needed potentially replaced besides the one I knew of.

[redacted] tried to charge me way more than my original estimate foe no real reason.

[redacted] forgot about my tires I wanted to keep.

[redacted] told me incorrectly that my codes were reset and all of the lights were off because they weren't. 4 lights still remained on.

I spent $335 on the sensor that day and told [redacted] during our 2:30 p.m. Conversation that I wanted my car fixed right so I was awaiting his call after he was suppose to find out exactly what else needed fixed from the techs yet he only called to tell me my car was ready to pick up so I assumed no other items were wrong with my car.

I would probably not have had the $335 sensor replaced had I known that the brake actuator cost with labor was $2250. [redacted] never called me back with that information.

I paid my bill and left.Desired Settlement: The desired outcome is to never have another person at this dealership mislead and charge people for services not rendered. I also never want the dealership to have another dissatisfied customer due to all of the inadequacies in the service area. Finally, I would like to have had that phone call with information from the techs like I was suppose to have. Then I could have decided whether or not to have all of the sensors replaced and the alignment and the tires or trade it in because the charges for all of the work done was more than the car itself was worth. I did not have that opportunity and for all of the reasons in my letter, I am completely dissatisfied.

Business

Response:

[redacted], I'm sorry to hear of your service visit and the lack of communication involved in your transaction. As a store, along with the Advisors as individuals we spend a massive amount of time discussing customer satisfaction. To read about your visit upsets me as it did you! There's nobody in this store that wants happy customers more than me. I'm writing you this reply with [redacted] across my table. He apologizes for the inconsistency's that were communicated to you. [redacted] started here just before your visit, but should have been brought up to speed on the credit card system for the free financing. That is on myself and the management team for missing it on the onboarding. Looking at the estimate and added time they logged inspecting the actuator issue, I don't believe the final cost was excessive for the repairs. Obviously the tire disposal was missed when you retained the two, and that's an easy refund at $6. I do know with sensors, many of the work thru's to the fix require us to take steps until the issue is gone. I'm not familiar with yours, but feel we should have been less optimistic that it would fix it with the oxygen sensor only. Since joining our team, [redacted] has had the highest responses within the store of customer satisfaction, and he along with myself were very surprised to learn of your dissatisfaction! I am sorry you have this bad taste in your mouth, and am willing to listen to any suggestions you have to allow us to be back in your good graces? I do know we will be adding some additonal training requirements for the onboarding of new employees, along with this formal discussion with [redacted]. Is there something else we can do to help? P.S. feel free to contact me directly. I missed the first request on this apparently, and don't want you to have to wait to discuss any additional concerns? [redacted]