[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The total sales price shows $32487.52- $for my trade, the KBB value for a good trade in was in the range of $13,400-14,200, the ad stated and guaranteed $over KBB value, which I clearly did not receive, nor did I receive the $military discount that was advertised on line for the month of November When I took the vehicle back, it wasn't for the "lemon law", I have days as a customer to bring the vehicle back and get mine back, they refused! All they had to do was give me my car back, it was there on the lot, they refused! The assistant manager, *** *** stated if I wanted my car back I had to pay $14300, when two days prior they gave me $11500!!!! I want this to be over with, however as a consumer, I refuse to give up, this is not justified and I have all the paperwork to prove my compliant! I called MrSnelling, he is still standing firm on not doing anything and that I received a good deal What is my next step, I refuse to allow gatorland Toyota to treat customers like this, so, what's next? Do I need a lawyer? Please help me!
Regards,
*** ***
Service Director *** *** spoke with Mrs*** yesterday and sent her the documentation she requestedThe services completed on each of the ***'s Toyotas were the same service and the service history in our system is correct except for the days between the two services. The Toyota
Care maintenance will not be affected and is unharmed by this error. Mrs*** stated she was satisfied with our response
I spoke with Mrs*** today (4/22/16) and I explained to her that since she did not possess the title or own her trade that the loan balance (12,400) must be added to the new loan amount. Mrs *** will most likely stop sometime in the future in order for me to show her in
detail how the number work out I believe she has a better understanding now . Sincerely,*** ***
Complaint: ***
I am rejecting this response because: even though I understand the response from the new manager, the way my transaction was handled was not the best, they were not clear in explaining the process and told me one thing and after waiting more than hours, I am paying a lot of money for the carIf they would have explained the whole process my decision would have been different They told me something different back then.
Regards,
*** ***
I spoke with MrTomboc today 3/24/and I appologized for the invalid gift card and the embarassment he experienced at *** I agreed to replace the card with a card valued at $Mr Tomboc should receive the card via US mail with in the next 4-business daysGatorland Toyota strives
to provide a world class guest experience in every instance and is willing to do what is right in any given situationPlease feel free to contact me directly with any additional questions, otherwise I will consider this matter closed. Sincerely, *** ***
In reference to Ms***'s complaint:1st and foremost I am upset to hear the disappointment the customer has in our sales practices. We do treat every customer as if they are here to purchase a vehicle. We also try to provide them the best information available if they do
not. Only 25% of all customers purchase a car on their first visit so we are highly aware customer service long term pays off. Ms*** did sign a credit application which we store for years. This application is an approval from the customer to see if we can obtain financing. Ms*** stated she had down and was looking to purchase a Sienna we had on the lot. Unfortunately, she did not have the cash available at the time. If she thought us trying to get her into a vehicle is high pressure than I apologize. However, anytime someone gives us a credit application and a payment expectation on a specific car we are going to do everything in our power to get the customer the best possible rate and term. We can only do this by sending to different lenders. Ms*** does need to know that pulling credit at a dealership and sending to lenders does not lower scores. The credit bureaus recognize people shopping for a car. However, If she is going to multiple stores and they are pulling her credit as well it can then pull down her score. We, as a dealership, cannot raise her score. Her score is dictated by balances of loans, credit cards, etc. Inquiries on the credit should not ever drop a score points unless she is shopping a variety of different places. Again, I apologize for her feelings about the high pressure sales. In no way do we condone this. I will be happy to meet her to discuss if she would like. In reference to the credit, once we get an application, which we do have signed, we have the right to obtain approval for a loan. I can be contacted at the store at ###-###-####.Sincerely,*** ***General ManagerGatorland Toyota
Mr*** was given an opportunity to terminate his corolla lease early. We were going to make the remaining four payments. We were going to apply the payment balance to another vehicle so he would not have to come out of pocket. He wanted to defer the payments until he got back
from his trip. Unfortunately, we are not allowed to just defer the payments for him without the purchase of lease of a new vehicle. Toyota does have a early lease turn in plan. If he was told there was an early turn in plan that is correct. Toyota will make up to 3-payments for you if you lease or purchase another Toyota. Mr*** wanted Gatorland to defer the payments without purchasing another vehicle. The program guidlines do not allow for this. We understand the frustration Mr*** has, but this dealership has never had a scenerio like this. We all understand the program, and explain it fully to the customers. Mr*** has to understand that he contractually signed a lease with World Omni bank, not Gatorland Toyota. I do understand Mr***'s predictament, and I would be more than happy to try to help him out. If I can put top dollar on his trade to get him out of his lease I would do so. However, it has to be in the guidlines of what the vehicle value is. Gatorland Toyota does not practice what he is calling "bait and switch". If Mr*** can provide me in writing when he originally leased the vehicle in the agreement he said he had I would honor those payments. Anyone making a committment like he did should have it in writing. Again, I will be happy to meet with him to try to help him out, but we cannot just make payments for someone because they are going on a trip, and do not need a car anymore Thanks,*** ***General ManagerGatorland Toyota
All the products the customer purchased are cancelable 100%. The customer can come in any time and sign a cancellation form for these products. They mentioned that the products are only good at Gatorland Toyota. This is not true. They are good at any Toyota store. If
that dealership will not take them they can be submitted with the directions on the back for a full refund of their service. The customer can contact me at ###-###-#### which is my cell phone to either explain the quality of the product or help cancel the product. Thanks,*** ***General ManagerGatorland Toyota
The lemon law does not protect against day return policy. It is for a manufacturer defect. She purchased the vehicle with a $discount off of sales price. Invoice is $and purchased the vehicle for $24785. We gave her all incentives applicable, and can clearly show it on the paperwork. The trade advertising is based on paying MSRP and is "up to" based on condition. The disclaimer on the advertisement also states up to based on model, condition, and mileage on the vehicle. We are very comfortable with defending the deal *** *** recieved. There will be nothing else we will do for her. *** ***General Manager
I had reviewed the compliant after first seeing it Sunday night (1/15) on a social media post and we contacted the guest first thing Monday morning. The vehicle is scheduled to be examinied today Tuesday 1/17/17 and we are confident that all concerns will be addressed
. Sincerely,*** ***
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer has been here multiple times speaking to the whole management staff. [redacted], the General Sales Manager, has spoken to her several times to explain the deal in detail. He has broken down the numbers to show her that she did receive the $500 discount for veterans in the...
deal she received. We also gave her fair market value for the trade. The flyer she is referring to is up to 2500 above market value based on condition and mileage. I have reviewed the deal personally, and the deal is an extremely aggressive offer. We have a 3 day exchange policy, but we do not have a return policy for customers who purchase vehicles and sign all the paperwork. The difference in her wanting to buy her vehicle back is because you have to pay sales tax, title, and fees on the purchase which raises up the total. The dealer apoplogizes that the customer feels so strongly about Gatorland Toyota, but we stand completely behind everything we did. We have complete documentation time stamped showing the process from start to finish with all the customer's signatures agreeing on the deal. We are unable to fulfill her request to give her old car back and take back the new one. However, I would be happy to review the whole transaction with her again to show her the deal she received. thanks,[redacted]General ManagerGatorland Toyota
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have left a phone message for this manager. We will be in Fl next week and I desire to meet with him in person to discuss these issues. There are a number of areas where we have been advised by another Toyota dealer that we have been overcharged. We desire the Revdex.com to remain in the loop until this gets resolved to our satisfaction.
Regards,
[redacted]
Ms [redacted] was in today for a re inspection of her recently purchased Toyota Camry. Our Service manager explained in detail our inspection process and reviewed the services completed to make the vehicle ready for sale. He reviewed our original inspection line by line and explained the...
10,000 mile oil change interval. He also made her aware that the Ocala VW dealer was part of our dealer group and the oil they used was high quality NAPA branded oil and the correct synthetic grade and weight. We offered to change the oil and filter and replace the one tire that had worn to below 5/32 as a goodwill gesture. She was very appreciative and accepted our offer. Please feel free to contact me with any further concerns , otherwise I will consider this matter closed . Sincerely,[redacted]General ManagerGatorland Toyota
I am intrigued by this compromise or good-faith gesture that was proposed. However, no details were given as to what that would be, and as Gatorland Toyota has reminded me, unless I get something specific in writing it doesn't mean anything. So, if they propose a compromise or good-faith gesture that I am amenable towards, I will accept their resolution.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Clearly, Mr. [redacted] is very upset about the way he feels he was treated. This is the last thing we want from a previous customer. However, based on the multiple years of being in business I have never heard of someone paying a customers final payments 3 years in advance with nothing in writing without a customer buying another car. I am by no means calling Mr. [redacted] a liar, but it is very difficult to resolve this issue and hold someone accountable without it being in writing. With that being said I would like to make the situation as right as possible. Possibly a compromise or a good faith gesture to show we do care, and want him to be happy.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Dear Gatorland Toyota:I know that my credit score plunged after visiting Gatorland Toyota, and for you to say that you think car dealers shopping your credit doesn't lower a credit score is very naive and uninformed. I know that CarMax did not pressure me or expect me to do a credit application the same day when I was just looking and gathering information. I don't believe you have the customer's best interests at heart. I felt too much pressure. I know that [redacted] said the banks were on the phone waiting for me to sign a contract. I do recall now giving [redacted] some information to see if they could give me a rough estimate of what my payments would be. I did not sign any contract. I know that I won't shop alone again for a car. I don't think you should be contacting four banks without the customer's permission. Sorry for the confusion. I was upset when I received four banks refusing my credit. I went in yesterday and clicked on "dispute the credit inquiries" on Equifax and hope to get this behind me. I would train your sales people to breath and not jump to conclusions on their own without checking with the customer first. All I wanted was information on what monthly payments would be if I used credit. The credit inquiries (four) were on 6//15/15.The common knowledge around town is that Gainesville is the worst place to buy a car. I believe [redacted] said Gatorland Toyota tacks on all kinds of fees if you want to pay cash for a vehicle. which to me doesn't make any sense. We have gone with a dealer in Tallahassee, FL. paying cash for an older vehicle.Thank you for your efforts to resolve this issue.Appreciate your time,[redacted]
I will call the credit bureau and see if they can remove the inquiries from your credit. This will be the 1st time I have attempted to do this, but I will do my best to remove the inquiries from your file. However, we do have a credit application with a signature allowing us to pull the credit. I stand by this 100%. Hopefully, this resolution meets your needs.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The total sales price shows $32487.52- $for my trade, the KBB value for a good trade in was in the range of $13,400-14,200, the ad stated and guaranteed $over KBB value, which I clearly did not receive, nor did I receive the $military discount that was advertised on line for the month of November When I took the vehicle back, it wasn't for the "lemon law", I have days as a customer to bring the vehicle back and get mine back, they refused! All they had to do was give me my car back, it was there on the lot, they refused! The assistant manager, *** *** stated if I wanted my car back I had to pay $14300, when two days prior they gave me $11500!!!! I want this to be over with, however as a consumer, I refuse to give up, this is not justified and I have all the paperwork to prove my compliant! I called MrSnelling, he is still standing firm on not doing anything and that I received a good deal What is my next step, I refuse to allow gatorland Toyota to treat customers like this, so, what's next? Do I need a lawyer? Please help me!
Regards,
*** ***
Service Director *** *** spoke with Mrs*** yesterday and sent her the documentation she requestedThe services completed on each of the ***'s Toyotas were the same service and the service history in our system is correct except for the days between the two services. The Toyota
Care maintenance will not be affected and is unharmed by this error. Mrs*** stated she was satisfied with our response
I spoke with Mrs*** today (4/22/16) and I explained to her that since she did not possess the title or own her trade that the loan balance (12,400) must be added to the new loan amount. Mrs *** will most likely stop sometime in the future in order for me to show her in
detail how the number work out I believe she has a better understanding now . Sincerely,*** ***
Complaint: ***
I am rejecting this response because: even though I understand the response from the new manager, the way my transaction was handled was not the best, they were not clear in explaining the process and told me one thing and after waiting more than hours, I am paying a lot of money for the carIf they would have explained the whole process my decision would have been different They told me something different back then.
Regards,
*** ***
I spoke with MrTomboc today 3/24/and I appologized for the invalid gift card and the embarassment he experienced at *** I agreed to replace the card with a card valued at $Mr Tomboc should receive the card via US mail with in the next 4-business daysGatorland Toyota strives
to provide a world class guest experience in every instance and is willing to do what is right in any given situationPlease feel free to contact me directly with any additional questions, otherwise I will consider this matter closed. Sincerely, *** ***
In reference to Ms***'s complaint:1st and foremost I am upset to hear the disappointment the customer has in our sales practices. We do treat every customer as if they are here to purchase a vehicle. We also try to provide them the best information available if they do
not. Only 25% of all customers purchase a car on their first visit so we are highly aware customer service long term pays off. Ms*** did sign a credit application which we store for years. This application is an approval from the customer to see if we can obtain financing. Ms*** stated she had down and was looking to purchase a Sienna we had on the lot. Unfortunately, she did not have the cash available at the time. If she thought us trying to get her into a vehicle is high pressure than I apologize. However, anytime someone gives us a credit application and a payment expectation on a specific car we are going to do everything in our power to get the customer the best possible rate and term. We can only do this by sending to different lenders. Ms*** does need to know that pulling credit at a dealership and sending to lenders does not lower scores. The credit bureaus recognize people shopping for a car. However, If she is going to multiple stores and they are pulling her credit as well it can then pull down her score. We, as a dealership, cannot raise her score. Her score is dictated by balances of loans, credit cards, etc. Inquiries on the credit should not ever drop a score points unless she is shopping a variety of different places. Again, I apologize for her feelings about the high pressure sales. In no way do we condone this. I will be happy to meet her to discuss if she would like. In reference to the credit, once we get an application, which we do have signed, we have the right to obtain approval for a loan. I can be contacted at the store at ###-###-####.Sincerely,*** ***General ManagerGatorland Toyota
Mr*** was given an opportunity to terminate his corolla lease early. We were going to make the remaining four payments. We were going to apply the payment balance to another vehicle so he would not have to come out of pocket. He wanted to defer the payments until he got back
from his trip. Unfortunately, we are not allowed to just defer the payments for him without the purchase of lease of a new vehicle. Toyota does have a early lease turn in plan. If he was told there was an early turn in plan that is correct. Toyota will make up to 3-payments for you if you lease or purchase another Toyota. Mr*** wanted Gatorland to defer the payments without purchasing another vehicle. The program guidlines do not allow for this. We understand the frustration Mr*** has, but this dealership has never had a scenerio like this. We all understand the program, and explain it fully to the customers. Mr*** has to understand that he contractually signed a lease with World Omni bank, not Gatorland Toyota. I do understand Mr***'s predictament, and I would be more than happy to try to help him out. If I can put top dollar on his trade to get him out of his lease I would do so. However, it has to be in the guidlines of what the vehicle value is. Gatorland Toyota does not practice what he is calling "bait and switch". If Mr*** can provide me in writing when he originally leased the vehicle in the agreement he said he had I would honor those payments. Anyone making a committment like he did should have it in writing. Again, I will be happy to meet with him to try to help him out, but we cannot just make payments for someone because they are going on a trip, and do not need a car anymore Thanks,*** ***General ManagerGatorland Toyota
All the products the customer purchased are cancelable 100%. The customer can come in any time and sign a cancellation form for these products. They mentioned that the products are only good at Gatorland Toyota. This is not true. They are good at any Toyota store. If
that dealership will not take them they can be submitted with the directions on the back for a full refund of their service. The customer can contact me at ###-###-#### which is my cell phone to either explain the quality of the product or help cancel the product. Thanks,*** ***General ManagerGatorland Toyota
The lemon law does not protect against day return policy. It is for a manufacturer defect. She purchased the vehicle with a $discount off of sales price. Invoice is $and purchased the vehicle for $24785. We gave her all incentives applicable, and can clearly show it on the paperwork. The trade advertising is based on paying MSRP and is "up to" based on condition. The disclaimer on the advertisement also states up to based on model, condition, and mileage on the vehicle. We are very comfortable with defending the deal *** *** recieved. There will be nothing else we will do for her. *** ***General Manager
I had reviewed the compliant after first seeing it Sunday night (1/15) on a social media post and we contacted the guest first thing Monday morning. The vehicle is scheduled to be examinied today Tuesday 1/17/17 and we are confident that all concerns will be addressed
. Sincerely,*** ***
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer has been here multiple times speaking to the whole management staff. [redacted], the General Sales Manager, has spoken to her several times to explain the deal in detail. He has broken down the numbers to show her that she did receive the $500 discount for veterans in the...
deal she received. We also gave her fair market value for the trade. The flyer she is referring to is up to 2500 above market value based on condition and mileage. I have reviewed the deal personally, and the deal is an extremely aggressive offer. We have a 3 day exchange policy, but we do not have a return policy for customers who purchase vehicles and sign all the paperwork. The difference in her wanting to buy her vehicle back is because you have to pay sales tax, title, and fees on the purchase which raises up the total. The dealer apoplogizes that the customer feels so strongly about Gatorland Toyota, but we stand completely behind everything we did. We have complete documentation time stamped showing the process from start to finish with all the customer's signatures agreeing on the deal. We are unable to fulfill her request to give her old car back and take back the new one. However, I would be happy to review the whole transaction with her again to show her the deal she received. thanks,[redacted]General ManagerGatorland Toyota
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have left a phone message for this manager. We will be in Fl next week and I desire to meet with him in person to discuss these issues. There are a number of areas where we have been advised by another Toyota dealer that we have been overcharged. We desire the Revdex.com to remain in the loop until this gets resolved to our satisfaction.
Regards,
[redacted]
Ms [redacted] was in today for a re inspection of her recently purchased Toyota Camry. Our Service manager explained in detail our inspection process and reviewed the services completed to make the vehicle ready for sale. He reviewed our original inspection line by line and explained the...
10,000 mile oil change interval. He also made her aware that the Ocala VW dealer was part of our dealer group and the oil they used was high quality NAPA branded oil and the correct synthetic grade and weight. We offered to change the oil and filter and replace the one tire that had worn to below 5/32 as a goodwill gesture. She was very appreciative and accepted our offer. Please feel free to contact me with any further concerns , otherwise I will consider this matter closed . Sincerely,[redacted]General ManagerGatorland Toyota
I am intrigued by this compromise or good-faith gesture that was proposed. However, no details were given as to what that would be, and as Gatorland Toyota has reminded me, unless I get something specific in writing it doesn't mean anything. So, if they propose a compromise or good-faith gesture that I am amenable towards, I will accept their resolution.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Clearly, Mr. [redacted] is very upset about the way he feels he was treated. This is the last thing we want from a previous customer. However, based on the multiple years of being in business I have never heard of someone paying a customers final payments 3 years in advance with nothing in writing without a customer buying another car. I am by no means calling Mr. [redacted] a liar, but it is very difficult to resolve this issue and hold someone accountable without it being in writing. With that being said I would like to make the situation as right as possible. Possibly a compromise or a good faith gesture to show we do care, and want him to be happy.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Dear Gatorland Toyota:I know that my credit score plunged after visiting Gatorland Toyota, and for you to say that you think car dealers shopping your credit doesn't lower a credit score is very naive and uninformed. I know that CarMax did not pressure me or expect me to do a credit application the same day when I was just looking and gathering information. I don't believe you have the customer's best interests at heart. I felt too much pressure. I know that [redacted] said the banks were on the phone waiting for me to sign a contract. I do recall now giving [redacted] some information to see if they could give me a rough estimate of what my payments would be. I did not sign any contract. I know that I won't shop alone again for a car. I don't think you should be contacting four banks without the customer's permission. Sorry for the confusion. I was upset when I received four banks refusing my credit. I went in yesterday and clicked on "dispute the credit inquiries" on Equifax and hope to get this behind me. I would train your sales people to breath and not jump to conclusions on their own without checking with the customer first. All I wanted was information on what monthly payments would be if I used credit. The credit inquiries (four) were on 6//15/15.The common knowledge around town is that Gainesville is the worst place to buy a car. I believe [redacted] said Gatorland Toyota tacks on all kinds of fees if you want to pay cash for a vehicle. which to me doesn't make any sense. We have gone with a dealer in Tallahassee, FL. paying cash for an older vehicle.Thank you for your efforts to resolve this issue.Appreciate your time,[redacted]
I will be happy to meet him in person and review all the items. We will set up a time to meet.
I will call the credit bureau and see if they can remove the inquiries from your credit. This will be the 1st time I have attempted to do this, but I will do my best to remove the inquiries from your file. However, we do have a credit application with a signature allowing us to pull the credit. I stand by this 100%. Hopefully, this resolution meets your needs.