Hudson Toyota

Review: During Hurricane Sandy, an unknown object struck my vehicle causing small dent on the roof and cracked windshield. I obtained an estimate from Hudson Toyota (where vehicle was purchased) and prior to any repair, I was told I needed to provide a copy of both the insurance check and claim (which only partially covered expenses). My vehicle was at Hudson Toyota for 12 days for repairs, which resulted in extremely poor quality work performed; additional damage (pinched window molding, scuff marks on window trims, scratch on interior panel); vehicle was completely filthy (actual soil deposits in interior, boot prints on frames, white residue throughout trim and spaces of vehicle's exterior, unknown "resin" on new windshield); cost was significantly higher as estimate was not honored and vehicle was "repaired" in accordance to the insurance payment. This was followed by 7 subsequent visits to address subpar work and additional damage each time I left my vehicle. I presented a quote (from an independent auto body shop) to Hudson Toyota for all the damage they caused ($1827.35). On July 15, 2014, I met with Hudson Toyota's general manager. He did not feel the issues I wanted addressed would add value to the vehicle and told me "...I know I have already lost you as a customer, and honestly I do not want you as a customer..." He emailed me the following day with a $700 offer for my troubles which required my signature of document (which I did not feel comfortable signing) waiving my rights. At the same time, an intermittent electrical problem with my vehicle was diagnosed at another Toyota dealership (where I have taken my vehicle for oil changes since my difficulties with Hudson Toyota) as being the result of the remote starter. This part was installed by Hudson Toyota as "part of the vehicle." I have since learned this is a Toyota approved part, but not Toyota brand, and can only be serviced (under warranty) at Hudson Toyota where I have been labeled as "difficult".Desired Settlement: 1. Full payment to repair the poor quality work and additional damage caused to my vehicle.

2. Replacement trunk liner (damaged while under the care of Hudson Toyota)

3. Solution to problem with remote starter that does not include the simple removal of the part (which would leave me without a component that "came with the vehicle" when I purchased the vehicle) OR my returning to Hudson Toyota where my vehicle has been consistently damaged and I where I no longer feel I am welcomed as a valued customer.

Business

Response:

The General Manager [redacted] of Team Hudson has agreed to pay 700 for her experience. The vehicle is commercially acceptable inspected by the General Manager of Hudson. We have also agreed to remove the remote starter and refund her monies that she paid. It appears that she did not pay extra so I will provide 1000 total settlement and she will need to sign a release. Hudson Toyota will also provide trunk liner part only that she can have installed some place else. Hudson Toyota feels it is the best interest of both party's to have services done elsewhere

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I left my vehicle at Hudson Toyota on January 2, 2013, the "damage" to my vehicle consisted of a small dent on the roof and a cracked windshield. It was otherwise in pristine condition. When I picked up my vehicle on January 14, 2013, additional damage was present and the work that was done was atrocious. Since I NEVER had a negative experience with Hudson Toyota (as a customer of over 13 years), I returned an additional 7 times (detailed history is attached from Nov. 15, 2013 through Sept. 10, 2013), because there was a continued promise that my vehicle would be properly repaired; however each time I left my vehicle, there was additional damage. I finally obtained a quote (totaling $1827.35) from an independent auto body shop for the major problems with my vehicle (repair of window moldings, rocker panels, and driver's side door and handle, full detail for residues and stain) and after many phone calls, emails, etc., I met with Mr. [redacted] (Hudson Toyota General Manager) on July 15, 2014. He "inspected" my vehicle, stated he did not feel the repairs (listed on the quote I presented him) would "add any value to the vehicle" and initially offered me $500. I explained how ALL the damage to my vehicle was the direct effect of it being under the care of Hudson Toyota a total of 8 times for "repairs" and he increased his offer to $600. I asked if it would be possible to settle on $750 which would barely cover the cost of the rocker panel repairs (which I believed to be the most noticeable damage). He presented me with an offer of $700, which I acknowledged by email, pending my signature of a release. Since that time, the window molding on the driver's side door (which was replaced by Hudson Toyota) has started to chip. This was, obviously, not part of the discussion I had with Mr. [redacted] when we met.

Additionally, I have obtained a "basic" quote (please see attached) from another Toyota dealership to repair the problems with my vehicle's remote start. This quote lists an after-market remote start w/ installation is $299; a Toyota remote start w/ installation is $559; a fee of $118 to do a full diagnostic of vehicle (since they did not install the part); a $118 removal fee (which I added during my conversation with the service representative).

As a result, I am asking the initial $700 offer be reconsidered to $1000 to include repairs to the window moldings and $535 for the replacement of the defective remote start that was installed by Hudson Toyota. I would like to state that these amounts WILL NOT cover the entire costs of repairs to my vehicle, but I believe they are a fair value given the circumstances.

Regards,

Business

Response:

The General Manager [redacted] reviewed the case again and has agree to rase the total reimbursement to $1535.00. Please contact the customer relations manager [redacted] to make the arrangements.

Consumer

Response:

[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.]

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,

Review: Bought my car at Hudson Toyota on 6/14/13. The purchase was smooth. But when it came to getting the registration for the car, it has been a huge runaround. All I wanted to do was transfer the plates from my trade to the new car and get a new registration. 2 months later, after many calls and no call backs. Many trips back and fourth to the dealer, I still have nothing and now I cant drive my new car because of expired temp plates. And no one knows what happened to my registration, no one can give me any reason or explanation. They decided to loan me another car while they figure out what happened, but this is unacceptable. Not very happy.Desired Settlement: Just get my registration ASAP or at LEAST explain to me whats happening with it. And how about returning a phone call.

Business

Response:

This customer came in and purchased a used Subaru Forrester with a clear car fax. During the process of completing the motor vehicle, we received a rejection stating inaccurate mileage on the title. There was no indication on the car fax that there was a conflict of mileage. After doing some investigating with New Jersey Car they confirmed the last bank Chase inaccurately repoted the mileage. We had to contact the previous customer along with Chase to get an affidavit confirming the correct mileage. In the interim we did provide the customer with alternate transportaion. The customer has been made aware of this problem and we also offered to reimburse him for the first car payment. The customer understands that it will take aproximately another 2 more weeks depending on how quickly Chase returns the afftidavit.

Consumer

Response:

I am rejecting this response because:

I did hear from the dealer and they explained to me what the situation was and I understood. What I dont like is that for 2-1/2 months there I was trying to get someone to explain to me what was going on with the registration and why I didnt have it yet. And no one would call me back and no one wanted to be accountable of the situation til I complained to Revdex.com. So in 2 week, when I have my registration in hand and the first month car payment rein versed like they said they would, only then this will be resolved.

Review: I purchased a certified pre-owned 2013 Sienna from Hudson Toyota on January 16th. I traded my leased vehicle which made the fin** purchase price higher and decided to purchase the gap insurance. I was misinformed by Mr. [redacted], from the finance department, who stated that the lo jack feature was included with the purchase of the gap insurance and was not made aware that it was a separate paid feature that I could have declined. He also misrepresented the cancellation policy when he mentioned that it can be cancelled anytime and will be deducted from the princip** amount. I approached Mr. [redacted] after the installation of the lo jack and realizing that it was a separate paid feature. He informs me that once the lo jack is installed it cannot be uninstalled and refunded. He claims that the cancellation policy he was explaining was only meant for the gap insurance and not the lo jack feature which means he never mentioned anything about the cancellation policy for the lo jack

Also, I was not informed that there was only one set of key and key fob included with the vehicle. After purchase, I was made aware of the fact and was told that the other set will be located but I was eventually made aware that there was no other set available. The manager, [redacted], attempted to address the issue by giving me another key fob without another set of keys. If I was made aware sooner, I would've been inclined to negotiate another pair of keys and key fob with the purchase.Desired Settlement: Refund price of the lo jack feature as well as another set of keys which includes a master key and valet key. If their practice is not to fully inform consumers of what and what is not included with their purchase, then that issue has to be addressed by corporate.

Business

Response:

The customer purchased a car from us on 01/16/2014. All items that were purchased were clearly outlined on the contract. Additionally the customer signed and initialed a menu, which outlines the items purchased. I believe there was a misunderstanding in terms of cancellation. The gap policy is like an insurance policy that can be cancelled and the refunded amount would go back to the back towards the principle. The Lojack is definitely different as it is an installation required. The customer came in two days later on 01/18/2014 to have the Lojack installed. We could have cancelled prior to that. He came to us after the installation and asked for it to be removed. The customer returned again on 01/24/2014 and we supplied him with an addition** alarm remote. In good faith we will give him an addition** key and offer him $250.00 towards the Lojack; however, we are not able to remove the system and refund. If he approves this offer than please call me directly so that I can personally make the arrangements at [redacted] or via email [redacted]

I took my car in to have the front bumper fixed/replaced. When the car was finally returned to me after being entrusted to Hudson Toyota and their contracted auto body repair shop I discovered my clean laundry, which had been left in the car, had been rifled through and a cell phone charger was missing stolen. After complaining via a survey they sent, Hudson Toyota denied any wrong doing by their staff but quickly replaced the cell charger. I have since discovered, an ash tray and air mattress (stored in the trunk) were also missing/stolen while the car was entrusted to Hudson Toyota for the bumper repair. And now my car is also experiencing brake issues. I suspect the items above may not have been the only things/parts missing since I dropped off my car for repair and entrusted to Hudson Toyota.

Review: When I purchased my vehicle, I requested a second key for my wife. The lady who sold me the car promised me that she had ordered one, and I have her on voicemail noting the same. Every time I have gone into Toyota to get my second key they give me the run around and tell me she is not working and she is unable to get my key. I have called and left several messages. I have also been put on hold for over 20 minutes before being hung up on. I have also been transferred to numbers which are already closed for the day. It's been 3 months since purchasing, and I've still yet to receive my extra key.Desired Settlement: I would like them to please honor their agreement and help provide me with my extra key that they allegidly ordered.

Business

Response:

We contacted the customer immediately and provided the additional key owed to him

Review: The complaints include:

- inferior repair service

- misrepresentation of item sold

- high pressure sales tactics; not honoring internet quote

- horrific customer service

June 28: Spent 3-4 hrs w/ [redacted] (salesperson) negotiating the price of a car. We mentioned we received an online quote ($28K) via email from the same dealership (it was approx. $3.4K less than the MSRP). My daughter also spoke to [redacted] (Internet manager) & explained that she was getting quotes on my behalf. He said would honor the price; however, Ramon did not take this quote into consideration. During the negotiation, we found Ramon to be very rude, pushy, arrogant, and obnoxious. Noticing how upset we were, [redacted] sales rep, spoke to my daughter & told her she was going to try to help me. We ended up buying the car from her. It was not until my daughter saw the contract that she realized that the online quote was not honored. We went twice to try to get further details on the contract to see why we were being charged $32K instead of the $28K that we were being quoted. (to date, we’ve tried 3-4 times to get a breakdown of the $32K for the unit). Part of the $32K should have been extended warranty, however, we were charged separately.

Jul 12: retrieved the car from the dealership after they installed the sunroof. Noticed the middle vents were missing & the lining on the ceiling was falling. This was within 30 days of purchasing the car. After numerous calls/visits, we were told to go on Aug 23 & speak to Tom River, sales manager.

Aug 23: We were made to wait over 1 hr for Mr. River, who was in his office joking & wasting time w/ one of the employees. After 15 min, he sent one of his sales reps to speak to us. We explained the issue & relayed what we were looking for in a resolution. We understood the sunroof would be an additional charge. However, never once did they tell us that they would get rid of the ventilation vents for the 2nd row passengers. (misrepresentationDesired Settlement: We rejected the offer to spend an addition $8K to trade in our car for the XLE model (when the initial difference in the MSRPs between an XLE and LE was only about 2K).

They offered to give us 1K check which we rejected because, after spending 4 hours at the dealership that day, not to mention the endless calls and times we had to go personally to the dealership, plus the flagrant disrespect we received from the Sales Manager, we felt we were owed more.

We would like:

- detailed breakdown of the price of the unit itself ($32K). If the online price was not honored, a check should be issued for the difference.

- lining of the ceiling to be repaired (at the dealership's expense)

- middle vents to be added (at the dealership’s expense). If not possible, we'd like reimbursement for the misrepresentation and time wasted. (>$2K or a trade with an XLE model without incurring additional costs and including all the add-ons we were charged.)

Business

Response:

[redacted] came in and purchased another car on09/30/2014 with all of the equipment he wanted for the same car payment hecurrently had. He did not have to give us additional monies. The dealershiptook a lost to assure the customers happiness.