This customer was called and emailed numerous times in regards to his issueAfter reviewing the complete case, after speaking to the General Manager and the Finance Director, the case was settled with the customer by initiating exactly what he wanted, a Certified Used Car
Warranty at no additional cost to him. It was sent to him overnight certified mail, it was personally signed for by him at acceptance and no additional charges were made to the customerHe continued to pursue additional warrantees by suggesting he never received signed certified mail and more numerous phone callsThe General Manager and the Finance Director then added a Platinum Warranty onto the Certified Warranty for customer complete satisfactionBecause it hasn't come as quickly as hoped for he then issued this other complaint to the Revdex.comWe are now sending him this additional warranty and hope this satisfies him completely
[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:We finally received the check from Galaxy Toyota on Friday, December It was deposited today, December
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Customer is complaining about our service department. He had his Prius towed/flat bedded to the dealership because the Prius did not run. He previously had an outside company put an engine and transmission into the Prius. When it arrived here it had
multiple issues . The customer authorized $2,in diagnostic fees. One problem the Prius had was that our computers were not able to communicate with the car. We told the customer about the communication issue. He then brought in a used computer for us to try. That did not work either. With the car not talking to our computer, everything we are trying is taking allot of manpower. We have been communicating with the customer throughout this entire process. We did agree to reduce the diagnostic charge from $2,to $1,in an attempt to help the customer. Reducing it down to $was never mentioned by the dealership. We have told the customer to pay the amount and get the car off our lot. We will be looking to charge him for storage.We are currently in the process of taking this customer to Small Claims Court. We will be looking to recuperate all our labor charges. We are requesting this complaint be closed
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
12/14 I am Irene B*** the Customer Relations Manager here at Galaxy ToyotaI personally removed the customers address and phone numbers from our Data baseI also had the programs administrator remove him from any and all future call lists
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When buying the car, we asked several times for Galaxy Toyota to remove the etching charge from the cost of the car We DID NOT get a credit for the fee during the purchase of the car We were told emphatically that ALL cars sold by Galaxy Toyota were already etched, therefore we had to pay for it If the charge had been credited already, then there would be no need for this complaint.We still have not received the credit after two weeks as promised This issue is Not Yet resolved
*** ***
This is Irene B*** the Customer Relations ManagerI reviewed the complaint our customer sent in in regards to his new lease here at our dealershipI understand that our customer is disputing the residual value of their new vehicle and feels like he was takenI want you to be assured,
as we told our customer on a few occasions, we do not make up the residual value and it would not be adjusted by us, it is what it isIt is calculated according to the type of vehicle and the accessories it has in itAlso, a very important factor is that this figure is shown to the customer at time of sale at the salesperson's desk, the sales manager repeats it and again it is repeated in the finance office at time of signing all the paper workWe have copies of the multiple papers we showed the customer with this figure noted very clearly, ( the Closed End Vehicle Lease Worksheet & The Program Information Sheet). We also have the signed forms, again with this figure noted (the Closed-End Lease Agreement). I believe this to be a mere confusion on the part of the customer and what he thought he heard and was shown. This is a hi-end vehicle with some additional accessories included so it warrants the residual to be at this amountIt will be the same for every customer that comes to purchase this same vehicleI am sure this will resolve the confusion with our customer since it is in plain black and white
The attorney's are resolving this issueWe at Galaxy Toyota did no wrong doingWe are refunding the deposit through our attorney and they will be handling everything going forward
this complaint was just closed by the Revdex.com under *** ***i do not know why it was reopened under Galaxy ToyotaThey are in Eatontown, NJthis complaint should be closed outplease look into thisthanks
I am The Customer Relations Manager at Galaxy ToyotaI am familiar with this customer concern because I spoke to him personally on numerous occasions about this matterAfter involving the Salesperson, the sales manager, the finance manager and the General manager, I called the customer and
explained, as everyone else involved had previously explained to him on the phone, that he purchased the used Sienna without a Used Car Certification because he expressed how he needed to keep his monthly payment price down on his purchase. Then due to his misinterpretation of the initial deal and the numerous calls from *** *** complaining, my General Manager, Carmen C***, decided to give *** *** the Used Car Certification for his Sienna as a good faith offer, free! He waived the charge completely. We had the Certification package overnighted to him by *** ** on May 25, 2016, which he now claims he never receivedWe investigated through the tracking number and learned that *** *** did in fact signed for the package on May 26, at 2:19PMI in turn also sent him through his email address, after receiving more complaint calls from the customer, a link to The Certified Program benefits from our web sightHe also insists he never received the email, I do have copies of that sent email. The vehicle is a year old Sienna so according to the Certification benefits he still has another years covered out of the original years and the remainder of the mileage from the original 100,covered in the Power Train warrantyI believe we did all we could do to assist *** *** and believe we explained to the best of our ability to make *** *** understand and be satisfied
8/14/15 I just got off the phone with *** ***. A very lovely lady. I offered to either refund her $plus 7% sales tax, or pay to have her serpentine belt replaced. Her preference was to have us refund her the money. I informed her that it would probably
take days to secure the refund check. She was totally acceptable with that offer. *** *** also asked if we could send her the plates and registration since she lives approxmiles away. I assured her I would have them sent on Monday. She is totally fine accepting the above resolution.Please close this complaint
Spoke to the customer on 03/08/in reference to his concern. Advise customer about the recommendations that were made for the brake repairsThe caliper was frozen and needed to be replacedThe customer advised me that he took the car to an aftermarket repair shop and they
advised to remove the caliper and lube it, after speaking to the customer we still recommend replacing the caliper, lubing it, it is a temporary repair and could cause further problemsPS, we did offer a complimentary service( )mile service for his understandingCustomer was satisfied
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:my truck was sprayed with an undercoating to keep frame from rusting it was not just inspected for defects It was not done correctly or frame would still be in tact.And the service mgr held me off to put me over the year mark.if they had done the job correctly my frame would not have rusted out thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: As discussed in my original complaint, our sales person, (Laura P***) DID show us a figure at HER DESK...and it was $20,as I statedYou obviously did not read my complaint. at the finance office, we were again assured we were getting a very special "manager special" as I stated before but at that point we did not "see" the figure, we just assumed it was the same $20,that we were shownPlease read my complaint again and you might see how we were "baited and switched" and didn't realize it. I know there was NO MISUNDERSTANDING as you suggested, just the fact that we were taken advantage of maybe because it was late and maybe because it was our first lease which doesn't read as a conventional "sale" contractWhen I returned to the Dealership, Ms P*** said she 'kind of remembered showing us a figure, but it must have been on some other car..."but we didn't look at anything but the HighlanderSo I again, remain very disappointed and would like to know if this type of complaint has come to this Dealership before so that other buyers become aware of their horrible sales techniques that is just plain criminalI continue to write our experience to other organizations and magazines.
Regards,
*** ***
This customer was called and emailed numerous times in regards to his issueAfter reviewing the complete case, after speaking to the General Manager and the Finance Director, the case was settled with the customer by initiating exactly what he wanted, a Certified Used Car
Warranty at no additional cost to him. It was sent to him overnight certified mail, it was personally signed for by him at acceptance and no additional charges were made to the customerHe continued to pursue additional warrantees by suggesting he never received signed certified mail and more numerous phone callsThe General Manager and the Finance Director then added a Platinum Warranty onto the Certified Warranty for customer complete satisfactionBecause it hasn't come as quickly as hoped for he then issued this other complaint to the Revdex.comWe are now sending him this additional warranty and hope this satisfies him completely
[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:We finally received the check from Galaxy Toyota on Friday, December It was deposited today, December
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Customer is complaining about our service department. He had his Prius towed/flat bedded to the dealership because the Prius did not run. He previously had an outside company put an engine and transmission into the Prius. When it arrived here it had
multiple issues . The customer authorized $2,in diagnostic fees. One problem the Prius had was that our computers were not able to communicate with the car. We told the customer about the communication issue. He then brought in a used computer for us to try. That did not work either. With the car not talking to our computer, everything we are trying is taking allot of manpower. We have been communicating with the customer throughout this entire process. We did agree to reduce the diagnostic charge from $2,to $1,in an attempt to help the customer. Reducing it down to $was never mentioned by the dealership. We have told the customer to pay the amount and get the car off our lot. We will be looking to charge him for storage.We are currently in the process of taking this customer to Small Claims Court. We will be looking to recuperate all our labor charges. We are requesting this complaint be closed
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
12/14 I am Irene B*** the Customer Relations Manager here at Galaxy ToyotaI personally removed the customers address and phone numbers from our Data baseI also had the programs administrator remove him from any and all future call lists
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When buying the car, we asked several times for Galaxy Toyota to remove the etching charge from the cost of the car We DID NOT get a credit for the fee during the purchase of the car We were told emphatically that ALL cars sold by Galaxy Toyota were already etched, therefore we had to pay for it If the charge had been credited already, then there would be no need for this complaint.We still have not received the credit after two weeks as promised This issue is Not Yet resolved
*** ***
This is Irene B*** the Customer Relations ManagerI reviewed the complaint our customer sent in in regards to his new lease here at our dealershipI understand that our customer is disputing the residual value of their new vehicle and feels like he was takenI want you to be assured,
as we told our customer on a few occasions, we do not make up the residual value and it would not be adjusted by us, it is what it isIt is calculated according to the type of vehicle and the accessories it has in itAlso, a very important factor is that this figure is shown to the customer at time of sale at the salesperson's desk, the sales manager repeats it and again it is repeated in the finance office at time of signing all the paper workWe have copies of the multiple papers we showed the customer with this figure noted very clearly, ( the Closed End Vehicle Lease Worksheet & The Program Information Sheet). We also have the signed forms, again with this figure noted (the Closed-End Lease Agreement). I believe this to be a mere confusion on the part of the customer and what he thought he heard and was shown. This is a hi-end vehicle with some additional accessories included so it warrants the residual to be at this amountIt will be the same for every customer that comes to purchase this same vehicleI am sure this will resolve the confusion with our customer since it is in plain black and white
The attorney's are resolving this issueWe at Galaxy Toyota did no wrong doingWe are refunding the deposit through our attorney and they will be handling everything going forward
this complaint was just closed by the Revdex.com under *** ***i do not know why it was reopened under Galaxy ToyotaThey are in Eatontown, NJthis complaint should be closed outplease look into thisthanks
I am The Customer Relations Manager at Galaxy ToyotaI am familiar with this customer concern because I spoke to him personally on numerous occasions about this matterAfter involving the Salesperson, the sales manager, the finance manager and the General manager, I called the customer and
explained, as everyone else involved had previously explained to him on the phone, that he purchased the used Sienna without a Used Car Certification because he expressed how he needed to keep his monthly payment price down on his purchase. Then due to his misinterpretation of the initial deal and the numerous calls from *** *** complaining, my General Manager, Carmen C***, decided to give *** *** the Used Car Certification for his Sienna as a good faith offer, free! He waived the charge completely. We had the Certification package overnighted to him by *** ** on May 25, 2016, which he now claims he never receivedWe investigated through the tracking number and learned that *** *** did in fact signed for the package on May 26, at 2:19PMI in turn also sent him through his email address, after receiving more complaint calls from the customer, a link to The Certified Program benefits from our web sightHe also insists he never received the email, I do have copies of that sent email. The vehicle is a year old Sienna so according to the Certification benefits he still has another years covered out of the original years and the remainder of the mileage from the original 100,covered in the Power Train warrantyI believe we did all we could do to assist *** *** and believe we explained to the best of our ability to make *** *** understand and be satisfied
8/14/15 I just got off the phone with *** ***. A very lovely lady. I offered to either refund her $plus 7% sales tax, or pay to have her serpentine belt replaced. Her preference was to have us refund her the money. I informed her that it would probably
take days to secure the refund check. She was totally acceptable with that offer. *** *** also asked if we could send her the plates and registration since she lives approxmiles away. I assured her I would have them sent on Monday. She is totally fine accepting the above resolution.Please close this complaint
Spoke to the customer on 03/08/in reference to his concern. Advise customer about the recommendations that were made for the brake repairsThe caliper was frozen and needed to be replacedThe customer advised me that he took the car to an aftermarket repair shop and they
advised to remove the caliper and lube it, after speaking to the customer we still recommend replacing the caliper, lubing it, it is a temporary repair and could cause further problemsPS, we did offer a complimentary service( )mile service for his understandingCustomer was satisfied
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:my truck was sprayed with an undercoating to keep frame from rusting it was not just inspected for defects It was not done correctly or frame would still be in tact.And the service mgr held me off to put me over the year mark.if they had done the job correctly my frame would not have rusted out thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: As discussed in my original complaint, our sales person, (Laura P***) DID show us a figure at HER DESK...and it was $20,as I statedYou obviously did not read my complaint. at the finance office, we were again assured we were getting a very special "manager special" as I stated before but at that point we did not "see" the figure, we just assumed it was the same $20,that we were shownPlease read my complaint again and you might see how we were "baited and switched" and didn't realize it. I know there was NO MISUNDERSTANDING as you suggested, just the fact that we were taken advantage of maybe because it was late and maybe because it was our first lease which doesn't read as a conventional "sale" contractWhen I returned to the Dealership, Ms P*** said she 'kind of remembered showing us a figure, but it must have been on some other car..."but we didn't look at anything but the HighlanderSo I again, remain very disappointed and would like to know if this type of complaint has come to this Dealership before so that other buyers become aware of their horrible sales techniques that is just plain criminalI continue to write our experience to other organizations and magazines.
Regards,
*** ***