Freeman Toyota/Scion

Freeman Toyota would be happy to provide a loaner car while the customer's vehicle is being looked over by our service departmentThe customer would need to call and schedule a time to come in so that we can insure we would have a loaner vehicle ready for them. Best Regards,*** ***

Thank you for mediating my complaint against Freeman ToyotaAllow me to respond to what their representative said1) I have a letter from their salesman saying "no down payment was required for the car".2) I have a document from Freeman specifying how and for what amount of money my cash for closing costs of $would be used3) Freeman's administrator brilliantly crafted a smokescreen intended to imply that I was a chronic complainer with no grounds for filing a complaintI in fact contacted Toyota on four specific occasions: The first from the County Courthouse because TFS had not provided sufficient information for the car to be titled in Missouri; the second requesting a or digit code so that the DMV could license the leased vehicle without charging me additional sales tax above what was required in Missouri; The third occasion was to complain about Freeman not returning excess monies from my closing cost payment in the $checkThat called resulted in my being transferred to various departments in TFS, with the conclusion that because Toyota didn't have all the documents they couldn't resolve the issue and therefore I would have to settle the issue with FreemanMy fourth occasion for contacting TFS was to get permission to put a handicapped license plate on a vehicle leased by TFS I never suggested, inquired or asked about prepaying a portion of the leaseThat was something contrived by Freeman's Finance Department manager and the salesmanI received a phone call a month after the purchase was completed telling me that the lease cost was being reduced from $to $plus monthly sales taxNothing was said about how that reduction was financially achieved.It seems very strange that Freeman appears unwilling or unable to provide a document specifically spelling out how my closing cost payment of $was actually used, not just for what it was used but including individual costsWere that done it would prove I am stilled owed $300.*** ***

As the finance person covered, it was included in the warranty packageAll the items in one package for the price that is included in the warranty cost that is in the sales contract clearly labeledJust as we wrapped up the paperwork, he mentioned that I had those items covered but never mentioned it was a additional cost. Like you can see in the warranty contract package, it shows all the services covered at the price agreed on the first pageThe contract does not mention any additional charges, it just falls into one priceA price agreed to since it shows it on the papers signedThe overage or the charges that you claim are separate are not labeled anywhere on the contract and again were not itemized during the saleI got the ad from autotrader showing a set price, got the warranty contract showing a set price leaving contract showing the cost of all warranty coverages and none mention any pre add-onsOn my part, I see it as a typo on item on the sales contractOn your part, you see it as a "pre add-ons" that were not labeled identifying separate costs anywhere in the contractJust as a draft not even specifying an extra costAnd like your previous messages, after a some issues noticed, I contacted both the salesman via e-mail a few times with no answerGM (showing the price difference) with no answerEven your location with lines disconnected or was no answerFrom empty promises from the night of the sale to no action the day after, I am not dealing with that salesman anymoreYes, both parties were satisfied at the end of the sale but after finding out this issue and prior ones, it all changedBottom line, I am not satisfiedNext time, please inform your finance personnel and salesman to include and itemize all extra costs (pre and post charges) in the contract instead of word of mouth making it look like it is in a warranty package offered that it clearly shows all services included under one cost

To Whom It May Concern:All areas of the complaint are being reviewed, and blame is not being placed on anyoneAn exact time for phone call was never discussed, and our GSM had not made the phone call yet as we were talking with all parties involved. The compliant was heard, and I'm sorry it wasn't answered as quickly as you would have likedFreeman Toyota values our customer's feed back, and it is my belief that this complaint to the Revdex.com was submitted in haste because Freeman Toyota had been in contact with the customer, and he was told that we were looking into the incident and he would receive a phone call

To Whom It May Concern:I received a phone call concerning this complaint around 8:00am this morning, and the customer left a messageI promptly called the customer back to try and discuss her concerns and I left a voicemailI do not have any information as to where to start addressing this
complaint because I do not have enough information to go onPlease provide a sales name or the make/model of vehicle desired

I truly appreciate your handling this matter for me, and also appreciate ***'s responseUnfortunately she must not have all the facts

To Whom It May Concern:The customer has to go on to our website and electronically give Freeman Toyota permission to pull a credit scoreThey fill out a Finance Application and submit it to Freeman Toyota, where we will look up their informationBefore we can do that, the customer will acknowledge the following statement before submitting the application:"I certify that I have provided true and accurate information in this form and that I have read and understood the dealership's privacy policyBy submitting this form, I authorize the dealer to begin a credit investigation, to process my application, and to forward my application to lenders, financial institutions, or third parties, in order to process my application." Our sales person reached out to the customer numerous times, gave his FICO score, and tried to be as informative and prompt as he could be. The accusations of "deceptive trade practices" are completely falseThe customer did not return calls to make an appointment to come in and speak with our sales person, which he made several attemptsOur sales person responded promptly to the lead the customer sent in, and gave him the information in a timely mannerThe customer authorized Freeman Toyota to pull his FICO score, therefore, it is my firm belief that Freeman Toyota did everything we could to make this a positive experience for everybody involved

I have spoken with our Finance Director, our General Sales Manager, the Finance Manager who handled the deal, Mr***' sales person, and reviewed his paperworkI indeed do have all of the facts regarding this matter. I have attached the contract which shows a break down of how the down payment was put towards the customer's loan and a check that Freeman Toyota gave to the customer in the amount of $This is above the desired settlement Mr*** is requesting, and it is my belief that nothing is owed to the customer

To Whom It May Concern:
The amount of down payment went towards the loanThe contract I have attached in regards to this claim breaks it downThe money in question was applied to the loan, therefore the lease payment went down roughly $(payment went from $to $149) Freeman Toyota does not owe any money to the customer. Freeman Toyota issued a check to the customer in the amount of $which the customer was happy with, and seemed satisfied with the result at the timeIt is my belief that concerns regarding this complaint have been made very clear, and Freeman Toyota does not owe the customer any more money

Desired outcome should have happened months agoI called *** *** after making payments and canceling my warrantyThis is what he instructed me to do so when I purchased the car from this dealershipSo in October my loan payments should have gone down by $then. After getting my car totaled I inquired my bank and they said they haven't received any check from the dealership for the said amountRepeatedly I called *** and he said he doesn't know why it is not yet canceledFinally I got hold of warranty clerk person and she said I have to send her proof that the car is totaled. In all this I do not understand why this warranty wasn't canceled when it was supposed to and again we have to wait for the paperwork to clear and that could be weeks.My family doesn't have a car and that I do understand is not dealership concernBut why do we have to wait for the warranty paperwork to process and then get this bank loan paid offBy the way I still have to make payments on this car because your dealership forgot to get our warranty canceledMoney from insurance should have been enough if it wasn't for this warranty.Now our family is waiting for the warranty to clear and wait on dealership to do their job which it has so faithfully neglected by making their employees lie and deceive honest people
Regards,

The contract referred to was not attached to this responseHow can I bring it up?*** ***

All the issues mentioned in your last message were covered with the extended warranty that I bought (50mo/50K miles) and it covers both road hazard and key replacementI never received noticed or paperwork agreeing to those separate "up front" itemsSomething your salesman never pointed outAll I got is the extended warranty paperwork covering those items plus engine transmission coverageIt seems that I was charged double for something I was already covered; Showing deception that I was never told I already had coverage

To Whom It May Concern:Please refer to the attached documents for both vehicles regarding the complaintThese documents were signed by the customer, and with this signature, the customer is liable for the terms of the contractThe customer willingly agreed to the terms of the car deal, and now is
responsible. Best Regards,Ashley H***Human Resources

To Whom It May Concern:On Behalf of Freeman Toyota, I would like to offer my most sincere apologies in regards to your experienceHowever, it is Freeman Toyota's policy not to discuss disciplinary actions publically regarding our employeesThe appropriate steps have been taken and management was
made aware of the incidentWe appreciate customer feedback good or bad, and we will continue to strive for percent customer satisfaction

The service manager was rude and talked down to us ! He did not offer us a ride home or a loaner car The tires were rotated times We had the service papers from Classic Chevrolet and he never mentioned checking with them Instead of taking care of our first issues Freeman sent us to a GM dealer They sold us a worthless warranty .You would think a dealer would want to take care of small issues instead of talking to senior citizens as if they were ignorant

From the Revdex.com: The documentation is attached

To Whom It May Concern:
Customer satisfaction is top priority at Freeman ToyotaThank you for your input as it is very valuable to us
I spoke with our finance manager mentioned in the complaint, and he advised that the customer came in with a preapproval from Capital One at 10%He
told them we could get a better rate through Toyota, which they offered a 9.8%, but EECU offered a 7.5% so her got the lowest percent offered and reassigned the contract from Toyota to EECU .
The desired resolution is to be contracted through Toyota or to be let out of the contract entirelyIt seems to be at the customers best interest to stay with the better interest rate through EECU
As far as the customer service complaint, the issue has been brought to the Finance Director's attention, and will be discussed
I want to thank you again for your input regarding your vehicle purchase

In order for Freeman Toyota to resolve this complaint, we will need to inspect this vehicleThe offer still stands for you to bring your vehicle in to service to have it looked at by our Service Department.Thank you,*** ***Freeman Toyota

To Whom It May Concern:Our Warranty Clerk in Accounting was waiting on proof of total loss which she received on 12/24/Now that she has the needed information, she is able to process the cancellations for the vehicleIt is my firm belief that this complaint is in the process of having the
customer's desired outcome, and it is just a matter of waiting while the necessary processes are carried out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11146333, and while I find that this resolution is not fully satisfactory to me (the apology was made by a a lower level customer service rep instead of General Manager), I won't pursue it any further with your office.
Regards,
*** ***