Freeman Toyota/Scion

To Whom It May Concern:As soon as I received the Revdex.com message from the customer, I contacted our Parts and Service DirectorHe reached out to the customer and scheduled a meeting in person to resolve the concernsAt this time, to the best of my knowledge, all concerns regarding the complaint have been resolvedBest Regards,Freeman Toyota

Freeman's response does not even address the complaint In fact that response only validates my claim that they totally misrepresented the warrantyI was told it was a BRAND NEW VEHCLE WARRANTY,BUMPER TO BUMPERIf a brand new vehicle had a leaky seal it would be repaired at no chargeWhen it leaks it is going to damage the switch and possibly the motor, which will not be covered because I did not repair the leakThe back window seal is completley missingIt has motors and switches as well This vehicle should have been inspected and tested before being soldI have attached my my complete documentation for my warranty that I received at sale The bottom line is Freeman lied about the warranty It is NOT a brand new vehicle, bumper to bumper warranty.if it has restrictions other than abuseWhy wasn't I given a copy of the warranty? Perhaps it's because I may not have spent $for it! Reread the complaint!

To Whom It May Concern:Freeman Toyota stands by the warranty that was soldThe customer signed warranty as acknowledgement that he agreed and understood the terms of the warrantyware and tear of a vehicle is not covered under the warranty, and the dealership is not liable for repairs of the seals around the sunroofThe vehicles is question has over 100K miles on it, so it is reasonable to have some sort of ware and tear on the sealsI have attached the product waiver that the customer signed explaining that he received a full explanation of how the warranty worked, as well as a signed due bill stating that Freeman Toyota had nothing else promised (services/repairs) as far as the vehicle purchase wentIt is my firm belief that Freeman Toyota is not responsible for any repairs to the complainant's vehicle repairs

I would like to start off by saying that the offer to have your car's interior and A/C system cleaned still standsAn A/C evaporator cleaning service annually or biannually can help reduce the odorI want to offer a better explanation of what is going on with your vehicleVehicle may exhibit naturally occurring odors from the HVAC system related to environmental factors such as high temperatures and humidityOdors emitted from the A/C system are a characteristic of au***otive A/C systems, and it is to experience odor upon the initial start up due to the moist/humid air that is trapped in the HVAC system after the vehicle has been parkedAs previously discussed with our Service manager [redacted] , he suggested that when you park you car in the garage at night, that you leave the windows cracked to allow the moisture in the car a chance to dry outThis will help reduce the musky smell you experienceAlso, at our cost, we installed a high performance charcoal filter in your vehicleThis procedure does not eliminate the odor, but it does reduceAlso, if you set the HVAC system to the outside (fresh) air mode when parking the vehicle, this assists in the reduction of odors that could be trapped HVAC systemI want to reiterate, this problem persists in most makes and models of vehicles, it is not only a Toyota problem It is due to the high temperature and humidity in Texas' atmosphereThere is nothing that can be done to eliminate this problem, but there are things you can do to reduce it, which we have accommodatedI hope this explanation is helpful in the understanding of what is causing the musky odor in the HVAC system in your vehicleI have also attached some literature on the HVAC system for a better understanding of the issue

To Whom It May Concern:Please find the proof of cancellations and the copies of the checks for the cancelled warranties that were sent to the lenderIt is our goal to always have a positive experience at Freeman Toyota, and I believe that the desired settlement that the customer wanted has been metWe appreciate all the feedback whether it be positive or negative, and we will always strive to do betterPlease don't hesitate to contact me directly with any concerns"Desired Settlement:We want to get this issue resolved about the warranty and get it off from our loan amount as was explained to us by finance person, David [redacted] We cancelled our warranty by calling him on end of September , after making car payments as we were instructed to do soHe said it is cancelled back ithen and should be off our loan amount in a month to get all the paperwork doneWe want what we were told and promised - cancel our warranty and pay bank the warranty money so our loan should decrease "

Complaint: [redacted] I am rejecting this response because: the problem still exists with the vehicleThe noise is still present and has not been fixed The vehicle is making the exact same noise that I have been complaining since April Regards, [redacted]

To Whom It May Concern:Please see the attachment in regards to the $service contract that was purchased by the claimants 03/25/The presence of the customer's signature is an acknowledgement that the customers were aware of the policy that was purchasedOur warranty clerk issued a check for $on May 8, 2017, and this amount was a refund based on the mileage and terms of the contract purchased at the time of cancellationThe claimants said that they never received the check, so a new check was reissued 9/20/and given to them in person by our Finance DirectorOur Finance Director also offered the customers oil changes complimentary of Freeman Toyota, and at that point the claimants said that they were going to retain a lawyerAn effort was made by Freeman Toyota to reach a resolution, but at this point, conversations between the customer and Freeman Toyota cannot continue.Best Regards,Freeman Toyota

To Whom It May Concern:We have addressed the concerns from the customer and spoken with him several timesHe has opened a case with Toyota and it has since been closed, he has spoke with our CRM, Finance Director, and our Sales ManagerThe issue is that he is not on the car deal and we cannot honor his wife's college degree for the rebate because it does not qualify due to her receiving her degree from out of the countryThese are not Freeman Toyota's rules, this is on a corporate levelThe complainant is not on the car deal, so we cannot use his college degree for the rebate eitherFreeman Toyota has tried to bring this complaint to a resolution, and it has been closed by Toyota Corporate, but sometimes we cannot reach an agreement.Sincerely,Freeman Toyota

To Whom It May Concern:Freeman Toyota was not given the opportunity to inspect this vehicle regarding this complaintOur service manager advised the customer that in order to properly inspect the vehicle, it would need to be left at the dealershipThe customer did want to do that and decided to leaveThe customer first had their vehicle diagnosed at Classic Chevrolet, and we offered to call that dealership to find out what was going on with the vehicle to save them from paying another diagnostic fee at our dealershipAs far as the tires go, from the brief period of time Freeman Toyota was able to look at this vehicle, it appeared that the tires were not properly rotated on schedule, this would lead to wear and tear on the front end tires because it is a front wheel drive vehicleIt is recommended that tires be rotated every 5,milesThe extended warranty information was given to the customer by another dealership, so I cannot comment on thatThe best way to have these issues resolved, the customer would need to let our dealership inspect the vehicle, and give Freeman Toyota the opportunity to inspect what issues this vehicle is experiencingIt is our goal to resolve this complaint as soon as possibleBest regards, [redacted] ***Executive AssistantFreeman Toyota

To Whom It May Concern:Freeman Toyota cannot discuss matters regarding any purchase or lease unless it is with the customerWe cannot comment on the matter any further at this timeWe would be happy to discuss any concerns with the customer anytime she would like to address any concerns she has.Sincerely,Freeman Toyota

To Whom It May Concern:I understand your frustration, and I want to offer our apologies that the deal did not pan outOnce Freeman Toyota received the down payment from the other customer that allowed us to hold the carThis is a fast paced business, and human error does happen on occasionOur sales staff thought it was not sold, and told you it was available by mistakeFreeman Toyota wishes to offer your our sincerest apologies for your troubleBest Regards

1) My inquiries asked what trucks (plural) were associated with that advertisement, not if that particular truck was.2) That aside, I still never received any kind of documentation containing my financing options after I submitted the finance application online I'll paste what your website says below.http://www.freemantoyota.com/finance"You don't need to bring a calculator or a protractor to the Finance department at Freeman Toyota because our Finance experts will hold your hand through the entire processWe'll clearly explain the selling price, cap cost reduction if it's a lease, taxes, fees, and most importantly, the monthly payments you'll make and for how longYou'll understand your contract like a pro by the time we're done --and don't hesitate to ask questions! You can also do advanced research utilizing our financial tools on the Freeman Toyota website that our team has provided for youIf you have a trade-in, you can see what it's worth by punching in a some details about it using our online form, so you won't be in for any surprises when our technicians appraise itIn fact, even if you don't purchase a vehicle from us, you can still sell us your car, and we'll give you a cash offer! You can also find Toyota national and local incentives that are available, so you'll be way ahead of the gameFinally, you can complete our safe and secure online finance application, which will inform you of your financing options within momentsYou're APR and auto loan terms will be determined by your FICO score, but don't be concerned if your credit has taken a hitThrough our multitude of lending our sources, our Finance aces will be able to structure a loan for customers no matter which credit tier they land onWe have one goal at Freeman Toyota -- to see you drive off in the Toyota that suits you best at a price and with loan terms that we all agree on!" Now, please remove this inquiry from my credit These deceptive trade practices will not be tolerated

Since they are not willing to do anything, I want to cancel the services that they added without my consentThe paperwork they submitted does not show itemized items and made it look like it was part of the warranty package that I boughtThe key loss and road hazard protectionGot the paperwork with the warranty package and none is noted to be a "front end" item

Re: James O’Neill To Whom It May Concern: When making a car purchase there are various products that are either attached to the front of the loan or the back of the loan For instance Gap and vehicle service contracts are added to the contract after sales tax and are also thus able to be canceled should the customer decide to trade or sell the vehicle Front end products such as road hazard, fabric protection, and LoJack and paint protection are added before sales tax and appear on the contract to increase the sales price of the car but actually are just added because they have to be taxed In the case of Mr [redacted] his loan included two front end products: months of key loss protection and months of road hazard protection These totaled $combined Since Key loss protection and road hazard protection are front end products they are actually added to the sales price rather then added after taxes are calculated Thus it appears as an increase in the sales price of the car on the contract but in fact the sales price remained the same as previously agreed Mr [redacted] agreed to the payments and was happy while signing the contracts

Freeman Toyota values our customer's feed back whether it is positive or negative, and we will continuously strive to improve and obtain customer satisfaction

To Whom It May Concern:The customer had the chance to buy this car on two different occasions, but passed on the chanceAnother person put a down payment on the vehicle and it is pending the saleAs far as communications between the customer and the company, he hasn't given us the chance to respondHe called my extension and left a voicemail on Saturday, and was calling me again before 9:a.mon Monday morningI am not available on Saturdays and neither is our GMBetween all of that time he had called our Used Car managers, the Sales person, our Receptionist, and our CRMIt was taking some time to get the details between all of the phone calls left between all of the people involvedThis all occurred from Saturday 1/to Monday 1/ We were (are) trying to address the customers concerns in a timely manner, but he did not give us the opportunity to do so

To Whom It May Concern: The customer's complaint has been investigatedI have uploaded his warranty to where he has signed as acknowledgementThe warranty covers high tech part which includes the sunroof in regards to the motor and switchI have highlighted the sections below where the warranty discusses the seals and gaskets: (page of the warranty) "Seals and Gaskets coverage included only if your vehicle's odometer reads less than 80,miles on contract purchase dateMinor loss of fluid is considered and is not considered a mechanical break down." The customer purchased the vehicle with miles on it, so the warranty does not cover the sealsIt is my firm belief that the warranty itself will determine that Freeman Toyota is not liable for the customer's repairs Best Regards, [redacted] ***

we would like to have a vehicle to use while they determine about tires and the reason oil has disappeared and the air and heat problemWe only have one vehicle and no transportation was offeredHe let us know we would have to leave it and expected us to leave with no offer of transportationHe was totally rudeWe want car fixed absolutely but we want to be treated fairly and with respect Regards, [redacted]

Complaint: ***
I am rejecting this response because: I was informed that I would have to sign the form in order to run my credit with Capital One (not with any other finance companies)There are several witnesses that was there and can agree with the information that I am providingI continued to advise that I was prequalified through the Capital One auto navigator and provided the amount along with the reference # that was given to meI also emailed the information to the managerI was told that I would have to sign the paper to run my credit with the preapproved company in order to determine what interest rate and exact amount that I was approved for so no I do not agree with anything this company is providing
Regards,
*** ***

To Whom It May Concern:Mrs*** signed the market survey that acknowledges and gives permission for Freeman Auto Group to research her credit historyThe credit inquiries were made a four different banks (Capital One, EECU, Chase, & Ally) in an effort to get her the most favorable deal
because as she acknowledged on the on the Half Time Show break down, "If the numbers are agreeable, I'll buy today." After presenting the numbers for Capital One, the customer stated that she wanted to leaveIn an attempt to retain the car deal and get the best deal for the customer our finance department sent inquiries to EECU, Chase, and Ally Bank.Please see signature on Half Time Show and the Market Survey Attached. Sincerely,Freeman Toyota