Elk Grove Toyota-Scion

Review: I bought a used 2009 Camry Hybrid last April 23, 2011 from this dealership. I was offered and agreed to buy an extended maintenance (warranty) among others, after successfully negotiating to increase the limit. The agreement was for an extended platinum maintenance with limits set to 7yrs/125,000 miles. Last Thursday April 7, 2016 I brought the car to the dealership for minor repairs due to intermittent rattling noise coming from my driver side door. I was surprised when I was told that my extended platinum maintenance has expired last year on Mar 2015. Meaning the contract that to my understanding is supposed to be 7 years expired in less than 4 years. A finance person from this dealership explained to me last Thursday that the contract that I bought for 7years apparently began when the car was first bought by the first owner which was on March 2008. I was not informed of this condition when I paid for this extended maintenance otherwise I would not have agreed. How could any sane person agree to pay for an extended maintenance agreement when almost half of the agreement has already expired when the agreement was being entered into? They sold me an extended maintenance contract for a brand new car although I bought a certified used car that is already 3 years old.Desired Settlement: This contract should be considered null and void because of improper/incorrect information. The dealership should refund me what I paid for it.

Business

Response:

Tell us why here...

Mr. [redacted] purchased a Toyota Certified Used 2009 Toyota Camry Hybrid, Id# F[redacted] on 4/23/2011. The Toyota Certified used vehicle was eligible for New car coverage under the Certified Wrap extended Service agreement program. Because the vehicle was a Toyota Certified used vehicle this program started from the in service date which is the original sale date of the vehicle. The in service date on this vehicle is 5/28/2008. The 7 year or 125,000 mile program is not available for non-certified used vehicles, it is only available on New and Certified Used. If the vehicle had not been certified there would have only been a 3 year or 36,000 mile vehicle service agreement available with less component coverage. Again this is a special program for Toyota Certified used vehicles which starts from the first sale date. This is noted on the attached application form under the Agreement Effective Date. The seven year plan starts from this date. Mr. was informed of this date and received a copy with his signature.

Along with a copy of the Vehicle Service Agreement Application at the time of delivery, Mr. [redacted] would have received the policy from Toyota Financial insurance services confirming the coverage and the in service date with a detail listing of all the covered components. The application Mr. [redacted] signed at the time he purchased the agreement discloses in detail the in service date and the relevance of this date with Certified Used vehicles confirming that the start date of the coverage is in fact the in service date of the vehicle.

We are sorry that Mr. [redacted] is unhappy. We do however feel that the information was disclosed to Mr. [redacted] at the time of delivery along with a second notification from Toyota Motor Insurance Services with the Policy being mailing directly from them.

Thank you,

I bought a vehicle. The whole situation was abusive and I tried to make it better. They refuse. I don't want this vehicle now - it has and additional 150 miles. I was told I damn well couldn't do that. They all act as if there is always another sucker down the road.

Review: I purchased a Minivan from Elk Grove Toyota on 5/2012. During financing, I agreed to purchase the 50,000 miles maintenance package. It was explain to me that the 50,000 miles will be added on top of the 25,000 miles manufacture warranty, total 75,000 miles.Last week I took the Minivan in the services shop for 30,000 maintenance and found out that my extended maintenance only go up to 55,000 miles, Not 75,000 miles as I thought purchased. I contacted the Finance officer, manager, and the dealer manager complained about the mistake. They all said this is the package I purchased and nothing they can do.If I knew I was purchase the 55,000 miles maintenance plan, I would not have complain about. But I did not. I was lie to and being cheated by this dealership. This is the last time I will purchase from this dealershipDesired Settlement: Honor the 75,000 miles plan that I paid for.

Business

Response:

Good day, we are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion and it is our goal that we don’t have any confusion about what was offered or purchased by our customers.

We realize that when purchasing a car the customer has a lot of information to absorb and retain. The finance process can also add to that. It is our sincere desire that our customer understands everything about the financial obligation they have agreed to and what other options are available to them. Any offers that we make to the customer are written out and discussed. That way it minimizes any confusion for the customer as they not only hear what we are offering but also can see it in writing. Any of these forms shown to a customer are kept as part of our record. Because of this we have developed several steps to help the customer see what is being offered to them and then to see exactly what the costs for those services are.

The 1st step in the Finance Office is done by utilizing a form called the “Financial Services Overview”. In this case you can see that the Financial Services Overview (attached and below) shows that the customer was offered a vehicle service agreement (mechanical breakdown) for 7 years or 100,000 miles and after discussion was changed to and offered an 8 years or 75,000 miles. Mr. [redacted] was also offered other items including a prepaid maintenance program for 5 years or 55,000 miles. In all cases the expiration of the programs is whichever comes first, either the time elapsed from the date of purchase or the miles on the odometer. Mr. [redacted] then opted to only purchase the Prepaid Maintenance Program for 5 years or 55,000 miles.

The 2nd step in our process is what we call a Pre-Contract Disclosure Statement (attached and below). This form is not only a good idea but is a legal requirement in the State of California. As you can see the form shows the customer that they have opted for additional items (if any), what the term is and also the cost. It also shows the payment with and without the items added. In this case Mr. [redacted] was shown the optional item purchased, (prepaid maintenance program) with a term of 60 months or 55,000 miles. The monthly payment of $351.86 is also shown. Mr. [redacted] acknowledged this form by his signature at the bottom.

The 3rd step in the process is to print the applications for any optional items purchased. In this case we printed the Prepaid Maintenance Program Application (attached) also showing the term and miles and was again signed by Mr. [redacted].

The last step in the process is having the customer sign the actual Sales Contract (attached). As you can see once again the customer was shown the prepaid maintenance program for 5 years or 55,000 miles and acknowledged it with his signature.

In conclusion Mr. [redacted] states that we told him the program was 50,000 miles plus the 25,000 miles that the cars comes with making it 75,000 miles. First of all, no programs from any manufacture work that way. They all start from the original sale date with 0 miles and extend (if you will) the factory warranty to whatever mileage you purchase, not on top of. Secondly 50,000 miles was never mentioned anywhere nor do we even have a program with that mileage. I do want to say that we are sad that Mr. [redacted] believes that we misled him. I really believe after the discussion on the available service contract (mechanical breakdown) that was offered first at 100,000 miles and then at 75,000 miles is possibly where he remembered that from. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.

General Manager.

Review: I purchased my 2015 Scion Tc in July 2015 and have had it for 5 months already. I was driving down the street today at 40 mph with hardly any traffic surrounding me. All of a sudden I hear a loud "boom" sounded like a gun shot or explosion. My mother was with me in the vehicle and told me she felt something fell inside her eye at the same moment I was close to hitting another car due to the noise scare and reaction I had. I immediately pulled over as soon as I saw the next street and got off the car to notice my sun roof glass shattered and the inner inside was bubbling up. Once the bubble increased upper it automatically shattered causing a hole in the middle. I contacted the dealership and told them what had happened and all they can answer me is "did a rock hit it perhaps"? I told them NO,and they just answered "that is strange and impossible to happen,take it to the dealer closer to you. Which I did in Elk grove Toyota they couldn't help me supposedly because my warranty only covered if the car had 12,000 miles in one year, and I purchased the extend warranty. The auto body guy assisting me was really rude and no help at all. He basically just vacuumed my car and removed the glass (leaving glass behind still) and said I had to come back when the GM was their because he was on a lunch break. I explained what happened and he mentioned clearly I was the fourth person this day he had this complain and the [redacted] dealership across the street has called them about how they had the same Scion vehicle over there that the rooftop just shattered out of no where. I did not feel comfortable nor safe to drive my vehicle like that and I asked for the GM after his lunch break. The Gm arrived two hours later to tell me the same thing as the auto body assistant told me. He told me to leave my car overnight and tomorrow I can talk to the specialist and see from their what would happen. They are trying to charge me $1000 to get it fixed. I also had to pay for a rental to commute to work.Desired Settlement: I need the dealership to look further into my account and see I do have extend warranty and that should be covered since its a car default. I shouldn't have to be contacting places to figure that myself when they are getting paid to do their work . Further investigations is needed in these make type of vehicle very dangerous to be driving around with a sun roof that will shatter on you out of no where. I am looking for my roof top to get replaced with no charges and a must apology as well.

Business

Response:

Good morning. This issue has been resolved. We were able to get Toyota to Warranty the sunroof although in their opinion it was not a defect. No worries, all done.[redacted]

Review: Sales Person: VinceFinancial lady: DebbieDate of Purchase: 05/16/15Dealer Code: 4201Dealer Phone: 916-405-8000I bought a 2015 Toyota Camry LE from Elk Grove. At the time of sale I was told by the sales person that sticker price will be dropped about $2,000.00 or below, so from $25,000 to $22,500 - $23,000. This was the deal going back and forth on the sales negotiation paper (which we didnt get either). At the time of signing the document, I didnt pay attention what was on the fine print. The next day when I looked over the paper work and had my son take a look at it, he and I both noticed that the Elk Grove Toyota only dropped $500.00, not $2,000.00 as negotiated. So the final price on the car was $24,500 from $25,000. When I contacted Elk Grove Toyota, the sales person was unreachable and I spoke to the manager who got back to me few days later. He told me that there is nothing he can do. I asked him to provide the sales/negotiation paper and he said they cant find it. I got the number for Toyota customer service and they said there is nothing they can do. I didnt expect that from Toyota customer service team.Vince is not a good customer service person since he stole form usDesired Settlement: This is not good customer service; as a matter of fact this is a robbery. Elk Grove Toyota should provide me with the sales/negotiable paper and drop the price to what we both agreed on which is $22,500 $23,000. They took advantage of me since I was alone making the deal on my side and it was 3-4 people on their side (the sales person, the sales manager, the person who prepares the paperwork and the person that told us how things work in the car)

Business

Response:

Please see both documents. The 1st Pdf is the cover letter and the 2nd Pdf is a copy of forms referenced in the cover letter. I will try to include them here as well. Thanks Mark 8/11/2015 Good day, we are in receipt of Mr. Lal’scomplaint. We apologize for any confusion and it is our goal that we don’t haveany confusion about what was offered or purchased by our customers. We realize that when purchasing a car the customer has alot of information to absorb and retain. The finance process can also add tothat. It is our sincere desire that ourcustomer understands everything about the purchase and financial obligationthey have agreed to and what other options are available to them. Any offersthat we make to the customer are printed out and discussed. That way itminimizes any confusion for the customer as they not only hear what we areoffering but also can see it in writing. All of these forms shown to a customer are kept as part of our record. TheSales Manager that worked this deal has offered the following statement.Towhom it may concern:CustomerSator Lal purchased a new 2015 Toyota Camry SE model on May 16, 2015.Theoriginal price was $25,805 plus tax and Mr. Lal wanted to trade in a car whichhe was asking $5000. He also wanted to finance with the factory specialfinancing at 0% which also gives a factory rebate of $500.00. Igave Mr. Lal a printed proposal where I valued the trade at $4,500 and that lefta balance after all fees (out the door) of $23,975. The proposal also hadseveral payment options at 48, 60, and 72 months as well as down paymentoptions. Mr. Lal decided not to trade his car for $4,500 but instead offered toput 5000 cash down. He then negotiated with the salesperson to get the out thedoor balance reduced to $21,975. I adjustedthe selling price to $24,964.75 plus tax and license fees minus the $500 rebateand after his $5,000 cash down left the total financed at his request of $21,975.Mr. Lal also received 0% financing for 60 months with a payment of $366.25. I gave Mr. Lal that information on a detailedbreakdown of our deal printout screen before he signed final paperwork. Mr. Lal then went to the finance departmentto sign the final sales agreement. He then chose to purchase an extendedwarranty, an alarm system and add it to the financing making a final payment of$408.38. Acouple days later I spoke to Mr. Lal. He had called and said that his son foundone online somewhere else at a lower price and wanted to renegotiate the deal,I told him that we do not renegotiate deals. He never mentioned to me that hethought there was an error in the figures. Sincerely,JamesBlackstenSalesManagerElkGrove Toyota August4, 2015 Asyou will see the documents attached verify the above statement from JimBlacksten. Onthe 1st form “Write up sheet” you will see;Box1, the original price of $25,820.00Box2, $5000.00 asked for the trade.Box3, wants o% at 60 months financing.The2nd form is the “Purchase Proposal”Box4 the customer chose no trade and $5,000 cash down instead.Box5 is the offer of a $2,000 lower amount for the balance to be financed. $23,975The3rd form is the “Deal Printout” from our computer screen.Box6 is 60 months at 0%.Box7 is the down payment of $5,000 plus the $500 factory rebate.Box8 is the balance Mr. Lal negotiated of $21,975.30.Box9 is the actual selling price ($24,964.75) before fees and down payment. Thisis $873.25 off of the original price.Thelast form (3 pages) is the Sales Agreement.Box10 is this same price of $24,964.75 on the Sales Agreement. Inclosing, Mr. Lal states that the “sticker price will be dropped about $2,000.00or below, so from $25,000 to $22,500 - $23,000” once again the sticker pricewas $25,820.00 not $25,000 as Mr. Lal states. A difference of $820.00.Obviously the $2,000 drop was what he requested in the out the door figure andwe did accommodate his request. Ido want to say that we are saddened and sorry that Mr. Lal believes that wemisled him. I can see nowhere in the record that supports his claim. I reallybelieve after the discussion on the out the door figure that was offered firstis possibly where he remembered a $2,000 price drop from. I hope this clears itup for Mr. Lal and we do wish that Mr. Lal would remain one of our valuedcustomers. If I can be of any further assistance please don’t hesitate to call. MarkFusselmanGeneralManager

Consumer

Response:

I am rejecting this response because:Thank you for catching my mistakes onthe price but I was just giving the round about figure of the car.-we are not talking about the out the door price, what I wasasking is you guys promised to drop the sticker price of the car which youclearly didn’t and you even mentioned “A difference of $820.00. Obviously the $2,000 drop was what herequested in the out the door figure and we did accommodate his request.” sothank you for acknowledging that. And no, you guys didn’t drop the stickerprice. It’s funny because you guys didn’t admit to all this with me over thephone when I was discussing this with you or [redacted].- I know I purchased an alarm, warranty...etc but we are nottalking about that Sir. Nor are we talking about the trade, the down payment,0% financing + $500 cash back (which was the deal Toyota had on certain carsanyways at participating deal ships). [redacted] and the sales manager said theywill drop the sticker price of the car which they didn’t and later I caughtthat.-Secondly if you are talking about all the final sales papersthan again for the 4th time I am requesting you guys to provide thedeal paper( the negotiation paper or the paper where it goes back and forthfrom the customer to the sales manager and sales person…I don’t know exactlywhat is that paper called). How come that wasn’t included in our final salespaper and when asked, [redacted] said the sales manager lost it. Really??? I havebought quite a few cars from you guys and so did my son, family and friends ([redacted] and myself). We have bought quite a few Camry’s,1 Avalon, 1 Tacoma, 1 Corolla) and with all these cars came with thenegotiation paper and other final documents as well…all the time. -Thirdly I did mention to [redacted] that the price of the carout the door is not what got negotiated. He supposedly was to relay thatmessage to the manager. I don’t know if he did or not. I felt like I gotcheated!! which in all these years never happened, except the last time when I boughtmy 2000 Camry and traded in my Ford Focus which was interest free and you guyspaid off the remainder balance and attached it on my Camry’s finance withinterest, smart move!!I have worked with [redacted], few of your sales managersthat are still there. And I just want a fair deal. Instead of a difference of$820.00 like you said, it should have been a difference of $2000.00. This wasthe deal on the table before we signed the final documents. And when we signedthe documents, I didn’t pay attention and got cheated.Thank you

Business

Response:

8/27/2015 Hi all. I am sorry for the delay but I am at of a loss of wordson where to start. As I expressed in my last response we apologize for anyconfusion and it is our goal that we don’t have any confusion about what wasoffered or purchased by our customers. Mr. [redacted], the documents you are asking to see weregiven to you in my last response (possible you did not open or see that file). FurthermoreI described them in detail along with the figures written on them. If you needme to email them directly I will or you can come by and look at them. In discussing this situation within the last week with themanagers I learned that the General Sales Manager had a phone conversation withyou about the figures. The following is his statement;To Whom It May Concern: I received a phone call from Mr. [redacted] after his purchase. He had questions abouthis contract. He said he didn’t get the agreed upon price for the car hepurchased. I walked Mr. [redacted] through his sales contract and let him know histotals. Mr. [redacted] explained to me that he understood what I was explaining, butthat Vince and Jim [redacted] promised something different. I pulled the fileand let Mr. [redacted] know that all of the numbers were clearly shown to him inwriting prior to him signing his contract. He let me know that he didn’t reallylook at them because he “believed” that Vince and Jim had a differentunderstanding. I let Mr. [redacted] know that I would have Jim [redacted] give him acall, and he said that would be fine. Mr. [redacted] then contacted Mr. [redacted] anddiscussed the matter in detail. Sincerely, [redacted] General Sales Manager Elk Grove Toyota 08/26/2015Mr. [redacted], there are many ways to show figures to a customer.We believe the proposals that we use have the most accurate information and arecertainly the most transparent to a customer. They are computer generated (nothand written) and show a full breakdown of all prices, taxes and fees that arecharged in a typical sales transaction. This grand total is the amount that youwould write a check for or finance. This amount is commonly called the “out thedoor” figure.I have personally interviewed the salesperson, the salesmanager, the finance person and the general sales manager and they all have thesame understanding on the figures. That understanding is that after showing youour proposal you asked for us to get to $21,975.00 to be financed (out thedoor) and that is what we did. Once again, it is exactly $2,000 below the firstsales proposal given to you. We also have one more form that you sign beforethe contract is executed, it is called a pre contract disclosure. This form too(that you signed) has the same amount of $21,975.00 on it. The employees tell me that it appears that you were totallyhappy with your purchase until a day or 2 after the sale when your son took alook at the numbers and thought he could have gotten a better deal for you. As Imentioned in the last correspondence to the Revdex.com Mr. [redacted] then called in to Jim[redacted] with this information and expressed a desire to get a lower price.Mr. [redacted] told him we are sorry but we don’t renegotiate contracts. In closing we are sorry that you feel taken advantage of. Thatis why we use the printouts to communicate the offer to you. You state that youreally didn’t pay attention to them, we wish you had as that was the basis forour transaction. You state that all you wanted was a fair deal. I am confident thatthat is what you got. Please call if any you have any other questions. [redacted]

Consumer

Response:

I am rejecting this response because:Hello [redacted],It looks like we will be going in circles Sir. And I don’t have that 1 paper. And as I said earlier [redacted] said he lost it. You can ask my daughter also. All the rest of the papers are with me. And yes, you are right Ishould have paid more attention to the paperwork and I will from now on. And I will also try my best not to come to your dealership anymore nor send anyone there. I am done with you guys. The only person in loss is me but that’s OK. All you guys got your commissions so that’s that. Apparently being a long time customer doesn't mean anything.Have a blessed day to all of you.

Review: In short,I have a special internet price for a truck by my email. The price was not honored. And they told me it would not be honored.

Dear [redacted], On 7/11/13

Thank you for your email request on the 2013 Toyota Tacoma Model # [redacted] Stock # XXXXXX

MSRP:$ 23,135 + tax & Lic E-price : $21,989 + tax & lic ( around 10% of the purchase price )

As this moment I confirm that vehicle is available .

From a [redacted]

Dear [redacted], 7/12/13

Thank you for your email ,,, After I Talk my Boss ( [redacted] ) .. He confirm is will be $24,700.95 OTD..He cant go lower than that .. Because this truck is order for another customer .. and I'm mistake sent you the Quote

after all is still a Great Deal ..I hope you understand and if you still interesting please let me know

I'm looking forward to hearing back from you soon !

Sincerely ,

[redacted] ,

The above are the 2 emails from [redacted]. We also spoke on the phone where I was told again that the quote would not be honored. I was never given a real concrete reason other than "we can't go lower."

It seems that they know that this particular truck is a rare find and they want to capitalize on it as much as possible. I was even told by a sales rep by the name of Saad that this truck is the only one like it in 200 miles so if you want it come and get it.

That doesn't seem very professional. So it seems [redacted] the internet lady who gave me the quote didn't realize how hard the truck is to find and gave me a better deal than the sales manager would allow. Supply and demand.

When I first spoke to [redacted] she too was confused as to why the sales rep didn't want to honor the price. They spoke together then got back to me quoting me a higher price.

I asked if they could make it up to me somehow someway. They said no. I told them that if they don't honor the quote I would not feel comfortable doing business with them. So I did not buy based on their way of handling business.Desired Settlement: I want that truck as quoted to me in the email given to me by [redacted]. That is all. I want them to honor the price they quoted me in writing and verbally. I want the E-price : $21,989 + tax & lic

Business

Response:

Business' Initial Response

He returned to the dealership and purchased the vehicle and told our sales and finance staff that he was very happy.

Consumer's Final Response

They have contacted me and made good on the deal. Thank you for your help!

Review: 10/31/2015

I was driving my car way back from work going 35mph on a 45mph. Unexpectedly, some children ran in-front of me and I had to react quickly. I avoided them by hitting a curb in where I damage both my driver side rims and tires.

I called Elk Groove toyota and asked how much would it cost to repair my rims. They quoted me around $1200 for two rims and tires. I asked them I have extended warranty if I brought tires and rims which are Toyota OEM. They said it would be covered.

I found some tires and called Elk Groove toyota and told them what I found. I told them specifically that I found a 2015 Toyota Camry Tires and rims. I asked them would this void my warranty or effect my car. They told me it should not because its toyota.

Thus, I purchased the tires with rims for $1000.00 4 tires and rims.

What happened is the tire inflation light keeps coming on. I called Elk Groove toyota and told them my light keeps coming on. They said come in on 11/13/2015 at 7:30am, they told me to come in. I asked them if there is a cost they said I have warranty and it is covered. When I was there they told me it was going to be $135.00. I told them they never told me anything when I called they said I had warranty it should be free. Car is brand new. I had no choice because the tire light keeps coming on.

After they checked my car they said the 2015 toyota camry sensors on the tires are not compatible with the 2014. I googled several websites and they state Toyota can reset the sensors so they can compatible. After several hours one of the workers came in and said they didn't know that the 2015 will not and I told [redacted], a worker from Elk Groove Toyota told me that I have to purchase brand new sensors for $80 a piece plus installation. I told him that I called your location and they told me it would work. I did my part, and it should not my fault that your workers do not know. My family bought 5 cars from this dealership, [redacted], and myself.Desired Settlement: I want my car fixed. I want toyota to check names [redacted], and [redacted] and see how many cars we purchased. I want new rims, tires, that are compatible with my car.

Business

Response:

This is from the attached PDF.December 23, 2015Revdex.com of Northern California[redacted]Re: Revdex.com Complaint #[redacted]Good day, We are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion as it is our goal that our customers are never confused about what was offered or purchased at our dealership. Mr. [redacted] states that he had an accident with his car and damaged the right side tires and wheels. He asked for a quote for new tires and wheels and that was given to him. I assume that the cost was more that he wanted to pay so he found a used set from a car a year newer than his. He states “I asked them I have extended warranty if I brought tires and rims which are Toyota OEM. They said it would be covered. I found some tires and called Elk Grove toyota and told them what I found. I told them specifically that I found a 2015 Toyota Camry tires and rims. I asked them would this void my warranty or effect my car. They told me it should not because it’s toyota. Thus, I purchased the tires with rims for $1000.00 4 tires and rims.” The answer is yes, we did answer the question correctly. As long as they are Toyota OEM (Original Equipment Manufacturer) hybrid wheels of the same size and undamaged, they will work and not affect the car or void the warranty. Every late model car has tire pressure sensors on the wheels that are programed or matched only to that car. That’s how the car “knows” if a tire is low and then illuminates the tire pressure light. Generally when you buy used tires and wheels they do not come with the tire pressure sensors as they would have been needed and installed back on the original car they came off of. After discussing the situation with the employees involved, I believe we assumed that Mr. [redacted] would be bringing the used tires and wheels to our shop (or any other reputable tire shop) for installation. At the time of installation we would have swapped the sensors from his original wheels. It is commonly known that you simply take the sensors off of the old wheels and install them on the new. In fact it is so common that it’s almost like it is known you have to put air in the tires. No programing or additional work needed. If that step is missed then you have a problem. Mr. [redacted] does not state where he had the tires swapped but the sensors should have been swapped from his original car. Had this been done Mr. [redacted] would not have had any more issues. He did not bring them to us for the work or it would have been done correctly. Mr. [redacted] then obviously had a problem with the tire pressure light being on. I am not sure why he did not go back to the shop that installed them but this time he did bring the car to us. We diagnosed the situation and determined that the original factory sensors were not installed on the car. There was a charge for this time as it was not a Toyota defect that Toyota would be responsible for and therefore the cost would not be covered under warranty. We hope that Mr. [redacted] was able to recover the sensors back from wherever he had the work done so that he does not incur additional cost to replace and or program them. We sincerely appreciate the business Mr. [redacted] and his family have given to us over the years. That being said, I see no liability on our part. I do want to say that we are saddened and sorry that Mr. [redacted] believes that we misled or under informed him. I can see nowhere in the record that supports his claim. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.Sincerely,[redacted]General Manager

Review: On March 21, 2015 I brought my 2014 [redacted] for 15000 mile service at Elk Grove Toyota. The service was completed as scheduled; however, when I came to pick up the vehicle at about 6:00 p.m. I noticed scratches on the vehicle. I went to the service department to report the damage with the Advisor who originally helped me. The Advisor said he did not see these scratches during the original inspection and told me to bring the vehicle on Monday, March 23 and we are going to take care of it. On March 23, 2015 at 3:00 p.m. I took the vehicle back and spoke to [redacted] and he suggested I have the detailing department remove the scratches. The Detailers tried but were unsuccessful. The Advisor said to [redacted] that the Detailer suggest the vehicle to be taken to [redacted], so [redacted] placed a call to [redacted] to take care of the damage. The same day I took the vehicle to [redacted]; filled out the new customer information form and was seen by a member in the maintenance team. The representative looked at the vehicle and said he will contact Elk Grove Toyota and will call me back on Tuesday, March 24. To this date I have not received any calls from Elk Grove Toyota nor [redacted]. I have called and emailed to get this resolved but Toyota has failed to respond.Desired Settlement: I would like them to repair the scratches they put on my car. This is a new car purchased from their dealership.

Business

Response:

Customer [redacted] was attempted to be contacted on May 1,2015, message was left for a return call. Customer returned the call on May 4th,we sent an appointment at his convenience to have the car inspected by our bodyshop service writer for Friday, May 8th. On Friday May 8ththe customer had their car inspected and a repair appointment set for the bodyshop with [redacted]. Customer is to receive repairs as discussed and agreedupon along with the a rental car for his use while the repairs are being takencare on. Customer remains satisfied.