Initial Business Response / [redacted] (1000, 15, 2015/11/04) */ [redacted] Case # XXXXXXX Customer purchased a RS series Toyota/Scion which is a limited low production vehicle, after the sale of the vehicle the customer returned stating that the front bumper had chipping around the holes that are drilled for front license plate mounting (all vehicles are required to leave the dealership with front and rear license plates)This can happen when the license plate covers are put onto the vehicleThe customer returned demanding that we make the proper repairs and cover the holes (California law you are required to have a front license plates and due to liability we could not cover the holes), we offered to touch up the chipping around the holes or repaint he bumperThe customer opted to have the chips painted with touch up paintInformed that when the touch up paint arrives we will contact the customerDue to the color of the vehicle this paint took several weeks to receive While waiting for the paint to arrive the customer came to the service drive stating that the time frame for the paint was unacceptable and proceeded to inform the Director of Service that they located a hair line crack, located on the spoiler of the vehicleAgain as a courtesy we stated that we would order a new spoiler as company policy states that if items are not noted during time of deliver we will not assume any responsibility We contacted the customer when the touch up paint arrived and scheduled the repair, giving the remainder of the touch up paint to the customer as a courtesyThe spoiler was a very challenging part to receive and after weeks of the parts manager trying to locate the Director of parts got involved and was able to order the partWe had the body shop of the customer choice complete the install of the spoiler and apologized for the time frame and challenges Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, The part department manager are willing and able to do cover all the damagesToyota Fremont fix the hairline on the spoiler but never took care of the Front bumper damageI have a lot of photos taken from toyota Sunnyvale on the proper way of putting the plate without damaging the carYou guys damage it, and when the part department manager was willing to fix your management mess, Your general manager stop itHe didn't even call me or reach out to meThis is still an open case
Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contacted [redacted] and [redacted] (customer interested in purchasing the vehicle) regarding the experience in the Internet Sales Department and apologized for the experience and assured the customer that we are committed to resolving the concernI informed both of them that this is an isolated incident and not how we intend to conduct businessWe strive for 100% customer satisfaction and it comes with grave disappointment when this is not achievedInformed them that I appreciated that they took the time to bring this to our attention and the situation was going to be addressedLet Mr [redacted] if I could be of any assistance to him in the future regarding purchasing a vehicle to not hesitate to reach out me
Initial Business Response /* (1000, 14, 2015/10/15) */
*** ***
Case # XXXXXXXX
Customer purchased a Camry and traded in a Yukon that had negative equity and with a payoffUnfortunately poor communication between our Finance Department and the guest has created the concerns that
the customer is now reporting
When a vehicle is leased or purchased, the dealership cannot pay a trade in vehicle off until we have a final approval from the Bank on the vehicle that is leased or purchased from the dealershipThe trade in with a payoff to another financial institution cannot be submitted and the customer is still responsible for the payment on the trade inOnce the payoff is submitted to the lender on the trade in vehicle our customer will receive a refund on payments that are made as they are still responsible during this time fame
In some cases loans can take some time to complete and submit Contracts have to be resigned if rates and information is needed and required from the lendersDuring this time frame customers do not make their first vehicle payment until this is all finalized
We have apologized to Mrs*** for the inconvenience and miscommunication for not translating proper information
Initial Consumer Rebuttal /* (3000, 16, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of this situation, my credit report shows late payments for the GMC Yukon at the time it was in possession withToyotaI have requested *** to help remove the derogatory on my report and I still don't see any removal of the late payments on my reportI requested Toyota to contact the Credit Beauru but to no availI am not sitting here with a bad report made by negligence of the company
Initial Business Response /* (1000, 7, 2015/10/08) */
Fremont Toyota was under a different management team when the NADS Claims was introduced to our customers within the Finance DepartmentNADS requirement for reimbursement as follows:
NADS Requirement for Reimbursement
Insurance
Identification Card
Validated Registration Card
Service Contract Reimbursement Guarantee from NADS
Toyota Extra Care Vehicle Service Agreement Application
Toyota Extra Care
Retail Installment Sale Contract (Contract when you purchased your vehicle)
Letter from Toyota that they never used the warranty (this is a requirement from NADS)
Has to be submitted days after expiration
Verify the Expiration Date
Number for Toyota Letter X-XXX-XXX-XXXX
Mail to Fremont Toyota Attention *** ***
If warranty has not expired customer can contact Toyota and cancel the warranty for a prorated amount
The company claimed bankruptcy and we are honoring the NADS Guarantee under the same guidelinesAs per the Finance Department this customer does not qualify for the reimbursementWe apologize for the inconvenience that this has caused our customer as I asked the Finance Department to review the documents that were submitted again and unfortunately the customer does not fall under the guidelines for a refund
Initial Consumer Rebuttal /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Within the days of the expiration of the contract of 1/27/I contacted the finance manager at Fremont Toyota and was told that I also needed to have 75,miles on my vehicle to get my refundTo date I still do not have 75,miles on my vehicleI feel that I went by the contract and was misled like several other customers according to *** *** claims representative and *** *** Finance ManagerThe last time I talked to *** *** on 7/22/she told me that she would get me half if not all of my refundI want to know why she changed her mind and has not returned any of my numerous calls to tell me of their decision not to give me any portion of my refundBut, if a retired NUMMI employee and retired military veteran and a senior citizen can not get his refund as promised him when he purchased his service contract I guess Fremont Toyota needs the money more that I doIt is too bad that my family has purchased vehicles from Fremont Toyota and this is the way they treat long time loyal customers
Final Business Response /* (4000, 13, 2015/10/28) */
As previously stated all NADS reimbursement claims have a time frame for submission and guidelines that we follow per the agreement formExceptions will not be granted for program eligibility requirements for the refundWe apologize for the inconvenience that this has caused the customerPlease feel free to reach out to the Guest Relations Director ad she would like to compensate a service to the customer
Final Consumer Response /* (2000, 8, 2015/09/04) */
I was contacted by Fremont Toyota and a check was received for the full amountThis issue has been resolved
Initial Business Response /* (1000, 9, 2015/05/15) */
The following was found in our investigation:
The customer brought vehicle in under the two year or twenty five mile service (whichever comes first) that is offered from Toyota the manufacturer
The next service that was needed on the
vehicle was brought into a non authorized Toyota Service Department and per the Director of Service we cannot take responsibility for the filter cap being stuck
We are willing to evaluate the cap but cannot promise anything as this could have happened at another unauthorized service centerWe apologize for the challenges that have come to light with the oil filter cap and would like to resolve the concerns
Initial Business Response /* (1000, 14, 2015/09/01) */
This Camry was exchanged for a Camry Hybrid that the customer was interested and all matters have been resolved to the satisfy the concerns
Initial Business Response /* (1000, 16, 2015/07/06) */
The following was found in our investigation:
The customer came to the service department and went with the recommended service after the Assistant Service Manager Advisor *** searched for service history that was performed on the
vehicleThe shuttle driver states that he could not locate the customer at the time of the next shuttle service for drop off and could not reach the guest by phone so moved forward with assisting the customers that needed the drop off
The Service Drive Manager *** *** tried to reach the customer via phone and left several messages regarding the update of his vehicle and when the vehicle was readyPer *** *** he finally reached the customer and agreed to personally pick the guest up from his home location and bring him back to Fremont Toyota Service Department, when *** arrived to the customer home location he was not available
I have tried to reach out to the customer and resolve the concerns to satisfy the experience and offer to pay for the Cab ride and offer a discount on the next service that the vehicle will needWe are sincerely apologetic for the miscommunication and the service that our customer experienced
Initial Business Response /* (1000, 7, 2015/04/28) */
The customer was having buyer's remorse on the used vehicle he decided to purchase as we worked with every request that the customer had on the 2013 Civic, the rear bumper was touché up due some scratches on the vehicle and the vendor that...
performed the work did not satisfy the customer, we decided to send out to out body shop and when it returned the work was acceptable and satisfactory. All of the used cars in our inventory are refurbished and detailed to the highest standard but these are not new cars.
When the work was finally completed it was out of the normal time frame that we find acceptable with the finance paperwork needing to be resigned and submitting the deal with proper signatures back to the bank the Finance Director [redacted] offered to cover three payments on his vehicle as this was a goodwill decision that the management extended for the miscommunication and wait time he had to endure before his vehicle was given back. The loan was approved before the April 1, 2015 statement that is being made and we truly strived to assist this customer and completely satisfy all the concerns that we were challenged with.
The customer was satisfied and we all parted ways believing that we resolved the concerns he has had.
Initial Consumer Rebuttal /* (3000, 9, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work done on the car took over a month and they never offered a rental or any apologize. The only time I heard an apology was when I was telling them that I didn't want to resign the contract. When I asked to see the contract, I was denied by 3 separate managers. The finance manager said it was a mistake and that I didn't have to resign, but yet I call a call from him and Toyota credit union.
I most definitely did not leave satisfied, I was basically pushed out the door. The manager by the name of [redacted] said that she didn't have time for this and that she had to go back to work. She then proceeded to threaten that if I did not take the car off of the lot that she was going to get the car repoed out of the lot. I told the manager that I didn't feel comfortable taking it since the car wasn't insured due to the fact that it was sitting in their lot for a month. So I basically had to risk a ticket or get a repo.
The reason I was having buyers remorse is due to all the shady things they were doing. I had to physically show up to the dealership at least a few dozen times since they never wanted to call me back. I live a good 45 minutes from the dealership so that just made it harder since they didn't give me a rental. I did receive a rental for a weekend but then returned it when I went to pick up the car. Not surprising at all, the car wasn't done. I knew I was stuck in the contract but then when my father, co signer, and I both got calls to resign the contract, I saw that as an opportunity or a sign to opt out.
They refused to tell me which bank financed the car, up until April first. They told me over a month after a signed what bank approved the deal. I clearly asked Lisa Banks about the first payment since the payment was due not even a week later. She proceeded to tell me that the payment was going to be pushed back an additional 45 days. Then I got a letter from the bank telling me that I was 2 weeks late on the payment. So I had to recently pay it and the late fee.
I haven't been satisfied with the car since the second week I had it. It's just all been a bad downhill battle with this dealership. Honestly the worst customer service I've ever had to deal with, I am not just saying that because how I feel about the dealership but I mean EVERY SINGLE PERSON I encountered was rude. They were all just pushing me around to different managers and different supervisors and what not. They would laugh in my face, belittle me, and made me feel very uncomfortable there.
I've also taken the liberty to make a complaint with the DMV and they are working on bringing in an investigator and I have also been in contact with the bank and their manager of complaints so I am currently waiting for all of this to get settled. All they had to do was just hand me my deposit back since they had the car on the lot already. Now this has just turned into a battle, I really didn't want to have to contact all these different agencies but I was left no choice.
Final Business Response /* (4000, 11, 2015/05/15) */
There is nothing more important to us than our customers, their concerns, and making sure they walk out of our doors 100% satisfied. It is apparent in your situation we did not live up to those standards with all the challenges that we had in trying to meet your expectations on a used vehicle. The financing was standard practice within our industry and the Finance Director went over the process and how we could further assist in satisfying his concerns but found that this was a challenge as the only option the customer gave us was returning the vehicle. The dealership and all management settled the customer concerns and offered three months of payments on the 2013 Civic. We apologize for the dissatisfaction the customer is having and we appreciate all the feedback that has been given with this vehicle purchase as addressing ongoing customers concerns is valuable to our business for improvement and accountability.
Final Consumer Response /* (4200, 13, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously they don't make sure that their customers are 100% satisfied do to the fact of how I was treated, not just by one but by many of the employees. The agreement they are referring to is that I was to be reimbursed the after the first payment, I will be making my third payment this coming week and have yet to receive anything. Which comes as no surprise as seeing how I was treated at the dealership. Also their claim that it was a challenge to meet my standards is, I'm sorry, but bs. It clearly said on the due bill what had to be done and that's that, I was just making sure they lived up to the promises they both made and put down on paper. They were simply just trying to get out of doing anything more than they had to. Also the front bumper they supposedly fixed, the paint is coming right off, it looks worse than when it did before it was taken in.
If its still not clear, I am very unhappy and unsatisfied. The only thing that would make me happy is for me to receive my down payment, get reimbursed for the payments I already made, and mine and my dads good name out of this ridiculous contract.
Initial Business Response /* (1000, 5, 2015/09/03) */
Contacted [redacted] and [redacted] (customer interested in purchasing the vehicle) regarding the experience in the Internet Sales Department and apologized for the experience and assured the customer that we are committed to resolving the...
concern. I informed both of them that this is an isolated incident and not how we intend to conduct business. We strive for 100% customer satisfaction and it comes with grave disappointment when this is not achieved. Informed them that I appreciated that they took the time to bring this to our attention and the situation was going to be addressed. Let Mr. [redacted] if I could be of any assistance to him in the future regarding purchasing a vehicle to not hesitate to reach out me.
Initial Business Response /* (1000, 15, 2015/11/04) */
[redacted]
Case # XXXXXXX
Customer purchased a RS series Toyota/Scion which is a limited low production vehicle, after the sale of the vehicle the customer returned stating that the front bumper had chipping around the holes that...
are drilled for front license plate mounting (all vehicles are required to leave the dealership with front and rear license plates). This can happen when the license plate covers are put onto the vehicle. The customer returned demanding that we make the proper repairs and cover the holes (California law you are required to have a front license plates and due to liability we could not cover the holes), we offered to touch up the chipping around the holes or repaint he bumper. The customer opted to have the chips painted with touch up paint. Informed that when the touch up paint arrives we will contact the customer. Due to the color of the vehicle this paint took several weeks to receive.
While waiting for the paint to arrive the customer came to the service drive stating that the time frame for the paint was unacceptable and proceeded to inform the Director of Service that they located a hair line crack, located on the spoiler of the vehicle. Again as a courtesy we stated that we would order a new spoiler as company policy states that if items are not noted during time of deliver we will not assume any responsibility.
We contacted the customer when the touch up paint arrived and scheduled the repair, giving the remainder of the touch up paint to the customer as a courtesy. The spoiler was a very challenging part to receive and after weeks of the parts manager trying to locate the Director of parts got involved and was able to order the part. We had the body shop of the customer choice complete the install of the spoiler and apologized for the time frame and challenges.
Initial Consumer Rebuttal /* (3000, 17, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No,
The part department manager are willing and able to do cover all the damages. Toyota Fremont fix the hairline on the spoiler but never took care of the Front bumper damage. I have a lot of photos taken from toyota Sunnyvale on the proper way of putting the plate without damaging the car. You guys damage it, and when the part department manager was willing to fix your management mess, Your general manager stop it. He didn't even call me or reach out to me. This is still an open case.
Initial Business Response /* (1000, 5, 2015/10/16) */
[redacted]
Case # XXXXXXXX
The customer came in to purchase a 2015 Sienna SE and when the financing was completed and vehicle was delivered the Sales Associate was informed from the Sales Manger that a mistake was made in the price that was...
given when submitted to the Finance Department.
The Sales Manger was looking at the Dealer price verse invoice, finance has the final review to catch this type of mistake. We then tried to explain to the customer that an error was made an we could not sell the vehicle at this price.
The Guest Relations Department contacted the customer apologized and informed the guest that we will take additional discount as our top priority is delivering 100% customer satisfaction. Extended my sincerest apologizes for the miscalculation that was made.
The customer returned and purchased the 2015 Sienna!
Initial Business Response / [redacted] (1000, 15, 2015/11/04) */ [redacted] Case # XXXXXXX Customer purchased a RS series Toyota/Scion which is a limited low production vehicle, after the sale of the vehicle the customer returned stating that the front bumper had chipping around the holes that are drilled for front license plate mounting (all vehicles are required to leave the dealership with front and rear license plates)This can happen when the license plate covers are put onto the vehicleThe customer returned demanding that we make the proper repairs and cover the holes (California law you are required to have a front license plates and due to liability we could not cover the holes), we offered to touch up the chipping around the holes or repaint he bumperThe customer opted to have the chips painted with touch up paintInformed that when the touch up paint arrives we will contact the customerDue to the color of the vehicle this paint took several weeks to receive While waiting for the paint to arrive the customer came to the service drive stating that the time frame for the paint was unacceptable and proceeded to inform the Director of Service that they located a hair line crack, located on the spoiler of the vehicleAgain as a courtesy we stated that we would order a new spoiler as company policy states that if items are not noted during time of deliver we will not assume any responsibility We contacted the customer when the touch up paint arrived and scheduled the repair, giving the remainder of the touch up paint to the customer as a courtesyThe spoiler was a very challenging part to receive and after weeks of the parts manager trying to locate the Director of parts got involved and was able to order the partWe had the body shop of the customer choice complete the install of the spoiler and apologized for the time frame and challenges Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, The part department manager are willing and able to do cover all the damagesToyota Fremont fix the hairline on the spoiler but never took care of the Front bumper damageI have a lot of photos taken from toyota Sunnyvale on the proper way of putting the plate without damaging the carYou guys damage it, and when the part department manager was willing to fix your management mess, Your general manager stop itHe didn't even call me or reach out to meThis is still an open case
Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contacted [redacted] and [redacted] (customer interested in purchasing the vehicle) regarding the experience in the Internet Sales Department and apologized for the experience and assured the customer that we are committed to resolving the concernI informed both of them that this is an isolated incident and not how we intend to conduct businessWe strive for 100% customer satisfaction and it comes with grave disappointment when this is not achievedInformed them that I appreciated that they took the time to bring this to our attention and the situation was going to be addressedLet Mr [redacted] if I could be of any assistance to him in the future regarding purchasing a vehicle to not hesitate to reach out me
Final Consumer Response /* (2000, 10, 2015/12/10) */
This case can be closedMy claim is being processed
Thanks
Initial Business Response /* (1000, 14, 2015/10/15) */
*** ***
Case # XXXXXXXX
Customer purchased a Camry and traded in a Yukon that had negative equity and with a payoffUnfortunately poor communication between our Finance Department and the guest has created the concerns that
the customer is now reporting
When a vehicle is leased or purchased, the dealership cannot pay a trade in vehicle off until we have a final approval from the Bank on the vehicle that is leased or purchased from the dealershipThe trade in with a payoff to another financial institution cannot be submitted and the customer is still responsible for the payment on the trade inOnce the payoff is submitted to the lender on the trade in vehicle our customer will receive a refund on payments that are made as they are still responsible during this time fame
In some cases loans can take some time to complete and submit Contracts have to be resigned if rates and information is needed and required from the lendersDuring this time frame customers do not make their first vehicle payment until this is all finalized
We have apologized to Mrs*** for the inconvenience and miscommunication for not translating proper information
Initial Consumer Rebuttal /* (3000, 16, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of this situation, my credit report shows late payments for the GMC Yukon at the time it was in possession withToyotaI have requested *** to help remove the derogatory on my report and I still don't see any removal of the late payments on my reportI requested Toyota to contact the Credit Beauru but to no availI am not sitting here with a bad report made by negligence of the company
Initial Business Response /* (1000, 7, 2015/10/08) */
Fremont Toyota was under a different management team when the NADS Claims was introduced to our customers within the Finance DepartmentNADS requirement for reimbursement as follows:
NADS Requirement for Reimbursement
Insurance
Identification Card
Validated Registration Card
Service Contract Reimbursement Guarantee from NADS
Toyota Extra Care Vehicle Service Agreement Application
Toyota Extra Care
Retail Installment Sale Contract (Contract when you purchased your vehicle)
Letter from Toyota that they never used the warranty (this is a requirement from NADS)
Has to be submitted days after expiration
Verify the Expiration Date
Number for Toyota Letter X-XXX-XXX-XXXX
Mail to Fremont Toyota Attention *** ***
If warranty has not expired customer can contact Toyota and cancel the warranty for a prorated amount
The company claimed bankruptcy and we are honoring the NADS Guarantee under the same guidelinesAs per the Finance Department this customer does not qualify for the reimbursementWe apologize for the inconvenience that this has caused our customer as I asked the Finance Department to review the documents that were submitted again and unfortunately the customer does not fall under the guidelines for a refund
Initial Consumer Rebuttal /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Within the days of the expiration of the contract of 1/27/I contacted the finance manager at Fremont Toyota and was told that I also needed to have 75,miles on my vehicle to get my refundTo date I still do not have 75,miles on my vehicleI feel that I went by the contract and was misled like several other customers according to *** *** claims representative and *** *** Finance ManagerThe last time I talked to *** *** on 7/22/she told me that she would get me half if not all of my refundI want to know why she changed her mind and has not returned any of my numerous calls to tell me of their decision not to give me any portion of my refundBut, if a retired NUMMI employee and retired military veteran and a senior citizen can not get his refund as promised him when he purchased his service contract I guess Fremont Toyota needs the money more that I doIt is too bad that my family has purchased vehicles from Fremont Toyota and this is the way they treat long time loyal customers
Final Business Response /* (4000, 13, 2015/10/28) */
As previously stated all NADS reimbursement claims have a time frame for submission and guidelines that we follow per the agreement formExceptions will not be granted for program eligibility requirements for the refundWe apologize for the inconvenience that this has caused the customerPlease feel free to reach out to the Guest Relations Director ad she would like to compensate a service to the customer
Final Consumer Response /* (2000, 8, 2015/09/04) */
I was contacted by Fremont Toyota and a check was received for the full amountThis issue has been resolved
Initial Business Response /* (1000, 9, 2015/05/15) */
The following was found in our investigation:
The customer brought vehicle in under the two year or twenty five mile service (whichever comes first) that is offered from Toyota the manufacturer
The next service that was needed on the
vehicle was brought into a non authorized Toyota Service Department and per the Director of Service we cannot take responsibility for the filter cap being stuck
We are willing to evaluate the cap but cannot promise anything as this could have happened at another unauthorized service centerWe apologize for the challenges that have come to light with the oil filter cap and would like to resolve the concerns
Initial Business Response /* (1000, 14, 2015/09/01) */
This Camry was exchanged for a Camry Hybrid that the customer was interested and all matters have been resolved to the satisfy the concerns
Initial Business Response /* (1000, 16, 2015/07/06) */
The following was found in our investigation:
The customer came to the service department and went with the recommended service after the Assistant Service Manager Advisor *** searched for service history that was performed on the
vehicleThe shuttle driver states that he could not locate the customer at the time of the next shuttle service for drop off and could not reach the guest by phone so moved forward with assisting the customers that needed the drop off
The Service Drive Manager *** *** tried to reach the customer via phone and left several messages regarding the update of his vehicle and when the vehicle was readyPer *** *** he finally reached the customer and agreed to personally pick the guest up from his home location and bring him back to Fremont Toyota Service Department, when *** arrived to the customer home location he was not available
I have tried to reach out to the customer and resolve the concerns to satisfy the experience and offer to pay for the Cab ride and offer a discount on the next service that the vehicle will needWe are sincerely apologetic for the miscommunication and the service that our customer experienced
Initial Business Response /* (1000, 7, 2015/04/28) */
The customer was having buyer's remorse on the used vehicle he decided to purchase as we worked with every request that the customer had on the 2013 Civic, the rear bumper was touché up due some scratches on the vehicle and the vendor that...
performed the work did not satisfy the customer, we decided to send out to out body shop and when it returned the work was acceptable and satisfactory. All of the used cars in our inventory are refurbished and detailed to the highest standard but these are not new cars.
When the work was finally completed it was out of the normal time frame that we find acceptable with the finance paperwork needing to be resigned and submitting the deal with proper signatures back to the bank the Finance Director [redacted] offered to cover three payments on his vehicle as this was a goodwill decision that the management extended for the miscommunication and wait time he had to endure before his vehicle was given back. The loan was approved before the April 1, 2015 statement that is being made and we truly strived to assist this customer and completely satisfy all the concerns that we were challenged with.
The customer was satisfied and we all parted ways believing that we resolved the concerns he has had.
Initial Consumer Rebuttal /* (3000, 9, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work done on the car took over a month and they never offered a rental or any apologize. The only time I heard an apology was when I was telling them that I didn't want to resign the contract. When I asked to see the contract, I was denied by 3 separate managers. The finance manager said it was a mistake and that I didn't have to resign, but yet I call a call from him and Toyota credit union.
I most definitely did not leave satisfied, I was basically pushed out the door. The manager by the name of [redacted] said that she didn't have time for this and that she had to go back to work. She then proceeded to threaten that if I did not take the car off of the lot that she was going to get the car repoed out of the lot. I told the manager that I didn't feel comfortable taking it since the car wasn't insured due to the fact that it was sitting in their lot for a month. So I basically had to risk a ticket or get a repo.
The reason I was having buyers remorse is due to all the shady things they were doing. I had to physically show up to the dealership at least a few dozen times since they never wanted to call me back. I live a good 45 minutes from the dealership so that just made it harder since they didn't give me a rental. I did receive a rental for a weekend but then returned it when I went to pick up the car. Not surprising at all, the car wasn't done. I knew I was stuck in the contract but then when my father, co signer, and I both got calls to resign the contract, I saw that as an opportunity or a sign to opt out.
They refused to tell me which bank financed the car, up until April first. They told me over a month after a signed what bank approved the deal. I clearly asked Lisa Banks about the first payment since the payment was due not even a week later. She proceeded to tell me that the payment was going to be pushed back an additional 45 days. Then I got a letter from the bank telling me that I was 2 weeks late on the payment. So I had to recently pay it and the late fee.
I haven't been satisfied with the car since the second week I had it. It's just all been a bad downhill battle with this dealership. Honestly the worst customer service I've ever had to deal with, I am not just saying that because how I feel about the dealership but I mean EVERY SINGLE PERSON I encountered was rude. They were all just pushing me around to different managers and different supervisors and what not. They would laugh in my face, belittle me, and made me feel very uncomfortable there.
I've also taken the liberty to make a complaint with the DMV and they are working on bringing in an investigator and I have also been in contact with the bank and their manager of complaints so I am currently waiting for all of this to get settled. All they had to do was just hand me my deposit back since they had the car on the lot already. Now this has just turned into a battle, I really didn't want to have to contact all these different agencies but I was left no choice.
Final Business Response /* (4000, 11, 2015/05/15) */
There is nothing more important to us than our customers, their concerns, and making sure they walk out of our doors 100% satisfied. It is apparent in your situation we did not live up to those standards with all the challenges that we had in trying to meet your expectations on a used vehicle. The financing was standard practice within our industry and the Finance Director went over the process and how we could further assist in satisfying his concerns but found that this was a challenge as the only option the customer gave us was returning the vehicle. The dealership and all management settled the customer concerns and offered three months of payments on the 2013 Civic. We apologize for the dissatisfaction the customer is having and we appreciate all the feedback that has been given with this vehicle purchase as addressing ongoing customers concerns is valuable to our business for improvement and accountability.
Final Consumer Response /* (4200, 13, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously they don't make sure that their customers are 100% satisfied do to the fact of how I was treated, not just by one but by many of the employees. The agreement they are referring to is that I was to be reimbursed the after the first payment, I will be making my third payment this coming week and have yet to receive anything. Which comes as no surprise as seeing how I was treated at the dealership. Also their claim that it was a challenge to meet my standards is, I'm sorry, but bs. It clearly said on the due bill what had to be done and that's that, I was just making sure they lived up to the promises they both made and put down on paper. They were simply just trying to get out of doing anything more than they had to. Also the front bumper they supposedly fixed, the paint is coming right off, it looks worse than when it did before it was taken in.
If its still not clear, I am very unhappy and unsatisfied. The only thing that would make me happy is for me to receive my down payment, get reimbursed for the payments I already made, and mine and my dads good name out of this ridiculous contract.
Initial Business Response /* (1000, 5, 2015/09/03) */
Contacted [redacted] and [redacted] (customer interested in purchasing the vehicle) regarding the experience in the Internet Sales Department and apologized for the experience and assured the customer that we are committed to resolving the...
concern. I informed both of them that this is an isolated incident and not how we intend to conduct business. We strive for 100% customer satisfaction and it comes with grave disappointment when this is not achieved. Informed them that I appreciated that they took the time to bring this to our attention and the situation was going to be addressed. Let Mr. [redacted] if I could be of any assistance to him in the future regarding purchasing a vehicle to not hesitate to reach out me.
Initial Business Response /* (1000, 15, 2015/11/04) */
[redacted]
Case # XXXXXXX
Customer purchased a RS series Toyota/Scion which is a limited low production vehicle, after the sale of the vehicle the customer returned stating that the front bumper had chipping around the holes that...
are drilled for front license plate mounting (all vehicles are required to leave the dealership with front and rear license plates). This can happen when the license plate covers are put onto the vehicle. The customer returned demanding that we make the proper repairs and cover the holes (California law you are required to have a front license plates and due to liability we could not cover the holes), we offered to touch up the chipping around the holes or repaint he bumper. The customer opted to have the chips painted with touch up paint. Informed that when the touch up paint arrives we will contact the customer. Due to the color of the vehicle this paint took several weeks to receive.
While waiting for the paint to arrive the customer came to the service drive stating that the time frame for the paint was unacceptable and proceeded to inform the Director of Service that they located a hair line crack, located on the spoiler of the vehicle. Again as a courtesy we stated that we would order a new spoiler as company policy states that if items are not noted during time of deliver we will not assume any responsibility.
We contacted the customer when the touch up paint arrived and scheduled the repair, giving the remainder of the touch up paint to the customer as a courtesy. The spoiler was a very challenging part to receive and after weeks of the parts manager trying to locate the Director of parts got involved and was able to order the part. We had the body shop of the customer choice complete the install of the spoiler and apologized for the time frame and challenges.
Initial Consumer Rebuttal /* (3000, 17, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No,
The part department manager are willing and able to do cover all the damages. Toyota Fremont fix the hairline on the spoiler but never took care of the Front bumper damage. I have a lot of photos taken from toyota Sunnyvale on the proper way of putting the plate without damaging the car. You guys damage it, and when the part department manager was willing to fix your management mess, Your general manager stop it. He didn't even call me or reach out to me. This is still an open case.
Initial Business Response /* (1000, 5, 2015/10/16) */
[redacted]
Case # XXXXXXXX
The customer came in to purchase a 2015 Sienna SE and when the financing was completed and vehicle was delivered the Sales Associate was informed from the Sales Manger that a mistake was made in the price that was...
given when submitted to the Finance Department.
The Sales Manger was looking at the Dealer price verse invoice, finance has the final review to catch this type of mistake. We then tried to explain to the customer that an error was made an we could not sell the vehicle at this price.
The Guest Relations Department contacted the customer apologized and informed the guest that we will take additional discount as our top priority is delivering 100% customer satisfaction. Extended my sincerest apologizes for the miscalculation that was made.
The customer returned and purchased the 2015 Sienna!