Galaxy Toyota

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 matter After 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 purchaseThen due to his misinterpretation of the initial deal and the numerous calls from [redacted] complaining, my General Manager, Carmen C***, decided to give [redacted] the Used Car Certification for his Sienna as a good faith offer, free! He waived the charge completelyWe had the Certification package overnighted to him by [redacted] on May 25, 2016, which he now claims he never receivedWe investigated through the tracking number and learned that [redacted] 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 [redacted] and believe we explained to the best of our ability to make [redacted] understand and be 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: 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I did receive several emails regarding the proof of insuranceThe first email I received about missing my deposit was on 10/14/2014, when I purchased the vehicle on 9/9/I then received a threat to repo the vehicleHow would I be able to leave with the vehicle without leaving my deposit? I also don't like the way [redacted] assumed I was lying about leaving a deposit by saying" Who did you supposedly give it to?"Now my plates and registration are being held hostage until I give you the deposit which I already provided when I purchased the vehicleIt is important to me when someone loses my check!! With all they fraud going on today, I would prefer they do not make light of the situationI am not happy with any or the service I have had with Galaxy Toyota.Regards, [redacted]

Ihad contacted the customer on 9/regarding this complaint She told meher car was in the body shop for repairs caused by her hitting a raised manholecover.Icontacted her today Her car is scheduled to be done at the body shopWednesday or Thursday of this week I will contact her on Friday to setup a time for her to bring her Rav in for our service department to lookat again.Ihave contacted Revdex.com and sent a response to [redacted] stating same Regards, [redacted]

10/28/14 *** *** sent an e.mail to her sales associate saying she would bring in a check when she comes in for her plates.In her rejection letter she states " How would I be able to leave with the vehicle without leaving a deposit?" The dealership extended her the courtesy of bringing in a check after her wedding. With all the excitement of the wedding, she may have forgotten that courtesy.In several e.mails that *** *** sent to Irene, she acknowledged:9/11/14 "What time does the dealership open on Saturday? I also wanted to see if I can give them a post dated check for 9/19/whick is my payday. I will not have the $before then."9/12/14 " I will be there tomorrow morning and will bring a pay stub and proof of residence. I will also bring in the cash payment on Friday 9/after work."Based on the fact that *** *** has stated she is coming in with the $and our DMV department has secured the proper insurance, I am requesting this case be closed

on 6/23/the service manger spoke to *** *** and apologize for the incovenienceOffer a complimentary detail to be used at any timeThe customer 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 However, as of today 9/23/14, a date to have the car inspected by Toyota hasn't been established In addition, on Monday, *** *** stated that they might not be able to detect the problem if they can't locate where the noise is coming from My response, "check your records for the part ordered to make repairs to the rest of my car ** *** said he would speak to the Service Manager and get back to me I haven't heard from them yet
Regards, *** ***

[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 complaintWe still have not received the credit after two weeks as promised This issue is Not Yet resolved.*** ***

Complaint: ***
I am rejecting this response because: We did sign our purchase order on 12/17/ We received the vin# and specs of the car on Galaxy Toyota stationary We were told that was the truck we were getting The purchase order does not say "locate" anywhere on it! We were told the vehicle was being deliverd on Monday 12-and we could pick it up on 12- I will fax you a the paper work we have Thank you, for your help in this matter
Regards,
*** ***

Service does not back their work Had rear noise sounded like I was driving a tankFor months they heard nothing! Then a recall comes out and its supposedly fixed Noise is gone, but alignment is off and not easily or cheaply fixed due to the sloppy job originally done Do yourself a favor and skip this dealership when buying a new car!

In response to *** *** complaint, our sales manager went through the entire deal jacket looking for any indication of a $deposit being received. We have no documentation of receiving her check. We did reach out to her via e.mail asking if she would contact her bank and
provide us with a copy of the check that she claims we received. She just sent an e.mail back to the salesperson on 10/20/at 4:19pm claiming she would check with her bank that night to see if the check was cashed. If not, she said she would get us another check.When she came in to purchase her car, she supplied us with insurance information. She told us at that time she was going to get a policy under her name. It took numerous calls and e.mails to her before we received the new insurance info. It took approximately one month.Please contact me directly if you need further assistance or information regarding this complaint.*** ***Customer RelationsGalaxy Toyota*** *** ***

Dear ***
Yes we received the chceck for $on 1-2- I faxed the docments to you on the first page I said there would be pages coming I actually had send the top and bottom of the invoice separately because it is so long, so there were actually five pages Thanks again,*** *** *** ***

This is Irene B*** Customer Relations Manager at Galaxy ToyotaIn response to this rejection is to inform you that we at Galaxy Toyota issued a check to this customer, *** *** on November 25,for the amount of $to credit back the amount she paid for the Etch fee at time of purchase
I left a message today with the customer on her voice mail asking if she received the check by this time and has cashed itI am waiting for her return callThe check was sent to *** *** *** *** *** ** ***
Thank you for your assistance on this matter,
Irene B*** , CRM
GallaxyToyota
*** ***

[redacted] came into the dealership on 12/17/2014 as stated.  He was told at that time that we did not have the specific 2015 Tacoma he wanted and that we would have to locate the truck.  He signed a Purchase Order that did not contain a vin#.  In place of the vin#, the sales...

manager wrote "Locate".Our Swap Coordinator researched the availability of the Tacoma in the New York region and located the exact truck [redacted] wanted.  A commitment was made by the dealers Swap Coordinators to swap his truck for one that we had in our inventory.  At that point, we had the vin# mentioned by [redacted].On the day we were sending our driver to pick up the Tacoma, we were informed by the other deal that the Tacoma had been sold and delivered by one of his sales people.That Tacoma was know longer available to us for [redacted].On 12/23/14 I left a voice mail for [redacted] explaining what happened and that we were actively searching for another Tacoma.On 12/29/14 I spoke to [redacted] and told him we were unable to locate the exact truck he was looking for.  I apologized for any inconvenience and told him I would process the neccessary paperwork to return his $1,000 deposit as soon as possible. Swapping vehicles between dealerships is a standard practice.  Galaxy Toyota did everything possible to fulfill our obligation to find the Tacoma [redacted] wanted.  Unfortunately, the truck he wanted was not available.

I am The Customer Relations Manager at Galaxy Toyota. I am familiar with this customer concern because I spoke to him personally on numerous occasions about this matter.
After 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 2013 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 [redacted] complaining, my General Manager, Carmen C[redacted], decided to give [redacted] the Used Car Certification for his 2013 Sienna as a good faith offer, free! He waived the charge completely. We had the Certification package overnighted to him by [redacted] on May 25, 2016, which he now claims he never received. We investigated through the tracking number and learned that [redacted] did in fact signed for the package on May 26, 2016 at 2:19PM. I 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 sight. He also insists he never received the email, I do have copies of that sent email. 
The vehicle is a 3 year old 2013 Sienna so according to the Certification benefits he still has another 4 years covered out of the original 7 years and the remainder of the mileage from the original 100,000 covered in the Power Train warranty. I believe we did all we could do to assist [redacted] and believe we explained to the best of our ability to make [redacted] understand and be satisfied.

While discussing the situation with the customer in person on 11/13 and over the phone on 11/16, I explained to her that a credit of $200 was deducted from the sale price of the car when she signed the papers in finance, where she requested...

initially that the Etch fee be waived. I told her she was receiving the etch policy free at that point. I believed she was satisfied with that. Then on 11/23 I received this complaint from your office. After discussing this situation with my management staff we decided to issue an additional credit for the Etch fee of $211.86. On 11/23 I Left a voice mail on the customer's cell phone of the credit we were processing. I also advised customer through her email on 11/24 of this credit being issued. I let her know that this process will take 2 weeks for her to receive the reimbursement check in the mail. Customer responded through email 11/24 that she is satisfied with this outcome and will await receipt of check in about 2 weeks, as follows... "Thank you, that is a fair resolution for the etching mistake. We will watch for the check in the mail."

Complaint: [redacted]
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.
[redacted]

Complaint: [redacted]
I am rejecting this response because: As discussed in my original complaint, our sales person, (Laura P[redacted]) DID show us a figure at HER DESK...and it was $20,000 as I stated. You 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 $20,000 that we were shown. Please 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" contract. When I returned to the Dealership, Ms P[redacted] 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 Highlander. So 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 criminal. I continue to write our experience to other organizations and magazines. 
Regards,
[redacted]

Ihad contacted the customer on 9/5 regarding this complaint.  She told meher car was in the body shop for repairs caused by her hitting a raised manholecover.Icontacted her today.  Her car is scheduled to be done at the body shopWednesday or Thursday of this...

week.  I will contact her on Friday to setup a time for her to bring her 2007 Rav in for our service department to lookat again.Ihave contacted Revdex.com and sent a response to [redacted] stating same.  Regards, [redacted]