Ira Motor Group, Inc.

Rear driver's side tire of a new pick up fell off after bringing the truck in for a scheduled service.15,000 mile service was performed in 12/30/13. Incident wher tire fell off truck occurred 12/31/13. IRA Toyota took the vehicle and fixed the damage and provided in writing they would stand behind those repairs. They never once acknowledged their error or explained how they intend to rectify the situation so it does not happen to someone els. I contacted Toyota of North America - with no results. They logged an incident:XXXXXX-XXXXXXDesired SettlementI tried tirelessly to speak with Toyota because the dealership Toyota keeps sending me to is not responsive. PLEASE ESCALTE AT TOYOTA and do not bother calling me if you cannot. I want:1. IRA Toyota of Milford to explain to Toyota corporate their mistake2. How they dealt with this internally if they did at all3. How are they going to rectify the situation going forward so this safety issue does not happen to someone else4. What is Toyota going to do for me personally5. Finally, Toyota needs to let me know where I can bring the truck for service because I do not feel comfortable going back to IRA in Milforda. If I go to another Toyota dealership will they honor the agreement IRA of Milford made on the Power Train for the remainder of the life of the vehicle DO NOT RECOMMEND I CONTACT IRA OF MILFORD, I already tried that and frankly I am not impressedBusiness Response We have been in contact the customer to resolve any issue the customer beleives they have through [redacted] our Service Director. We have enhanced our training at the dealership level to reduce any future issue like this.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They have fixed the truck but have not addressed my major concerns although they indicate they have. They have never once asked me what those are so how can they be addressed? They are: 1. IRA Toyota of Milford to explain to Toyota corporate their mistake 2. How they dealt with this internally if they did at all 3. How are they going to rectify the situation going forward so this safety issue does not happen to someone else 4. What is Toyota going to do for me personally 5. Finally, Toyota needs to let me know where I can bring the truck for service because I do not feel comfortable going back to IRA in Milford

I placed a deposit on a vehicle without knowledge of an accident. When the accident was disclosed, I declined the vehicle, but was charged anyway.I placed a deposit on a vehicle without knowledge of an accident. When the accident was disclosed, I declined the vehicle, but was charged anyway.They subsequently sold the vehicle to another customer.The charge appeared on my credit card. I called the dealership. No one was available to take my call. I was told I would hear from the appropriate individual. I have not heard back.Desired SettlementI want the $500.00 deposit refunded.Business' Initial Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Customer was refunded on their credit card on 07.02.13 under our control number [redacted] prior to the Revdex.com inquiry.

ADVERTISED PRICE IS NOT HONORED.In the last couple of months I have been looking for the car. On April 21, 2014 I was on web site www.group1auto.com. The web was showing special ( e-price ) Advertised car I was interested is 2014 TOYOTA YARIS 5DR LE LEFTBACK FRONT-WHEEL DRIVE 1466 / BLACK COLOR/STOCK NUMBER IS EDXXXXXX AND VIN NUMBER IS ( JTDKTUD3XEDXXXXXX ) MSRP PRICE $17,300 AND SAVINGS OF $15,600 AND E-PRICE $1,700. IT ALSO HAD 60 MONTHS @ 2.9% A.P.R WITH $340 DOWN PAYMENT. APPROX. $24 A MONTH. I was very happy and showed to my friends. The comment made by my friends was: AWESOME! They wanted to buy one also. I called dealership and was transfered to sales and spoke with gentleman. I asked if I can put money down to lock the price before I can come out to test drive the car and if it is available. He said yes. After I told him stock number of the car he asked me hold. He came back on the line and told me that he can not sell me the car and hang up. I called back and was told by a lady the sales department was closed. Why advertise price and not honor the price!Desired SettlementPlease honor the price!Thank you!Business Response There was a data error transmission on our website. The vehicle e-price is $17,000. The error was identified and corrected promptly. All of our website prices have disclaimers about data errors and refer customers directly to the store if there are questions. As the General Manager, I will be happy to sit with the concerned party and will sell the car for my invoice price if that will help relieve their conern.

I placed a deposit on a vehicle without knowledge of an accident. When the accident was disclosed, I declined the vehicle, but was charged anyway.I placed a deposit on a vehicle without knowledge of an accident. When the accident was disclosed, I declined the vehicle, but was charged anyway.They subsequently sold the vehicle to another customer.The charge appeared on my credit card. I called the dealership. No one was available to take my call. I was told I would hear from the appropriate individual. I have not heard back.Desired SettlementI want the $500.00 deposit refunded.Business' Initial Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Customer was refunded on their credit card on 07.02.13 under our control number [redacted] prior to the Revdex.com inquiry.

Rear driver's side tire of a new pick up fell off after bringing the truck in for a scheduled service.15,000 mile service was performed in 12/30/13. Incident wher tire fell off truck occurred 12/31/13. IRA Toyota took the vehicle and fixed the damage and provided in writing they would stand behind those repairs. They never once acknowledged their error or explained how they intend to rectify the situation so it does not happen to someone els. I contacted Toyota of North America - with no results. They logged an incident:XXXXXX-XXXXXXDesired SettlementI tried tirelessly to speak with Toyota because the dealership Toyota keeps sending me to is not responsive. PLEASE ESCALTE AT TOYOTA and do not bother calling me if you cannot. I want:1. IRA Toyota of Milford to explain to Toyota corporate their mistake2. How they dealt with this internally if they did at all3. How are they going to rectify the situation going forward so this safety issue does not happen to someone else4. What is Toyota going to do for me personally5. Finally, Toyota needs to let me know where I can bring the truck for service because I do not feel comfortable going back to IRA in Milforda. If I go to another Toyota dealership will they honor the agreement IRA of Milford made on the Power Train for the remainder of the life of the vehicle DO NOT RECOMMEND I CONTACT IRA OF MILFORD, I already tried that and frankly I am not impressedBusiness Response We have been in contact the customer to resolve any issue the customer beleives they have through [redacted] our Service Director. We have enhanced our training at the dealership level to reduce any future issue like this.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They have fixed the truck but have not addressed my major concerns although they indicate they have. They have never once asked me what those are so how can they be addressed? They are: 1. IRA Toyota of Milford to explain to Toyota corporate their mistake 2. How they dealt with this internally if they did at all 3. How are they going to rectify the situation going forward so this safety issue does not happen to someone else 4. What is Toyota going to do for me personally 5. Finally, Toyota needs to let me know where I can bring the truck for service because I do not feel comfortable going back to IRA in Milford

Double charged for labor by 1 technician, complained to service writer, who told me that it is the law to double chargeOn March 2nd, 2015, During a routine oil change the service writer asked me if I wanted to get my brake fluid and steering fluid changed. I agreed. Less than an hour later my car was ready. However my bill charged me for 2 separate 1 hour charges for labor from the same technician, 1 hour for changing the brake fluid, 1 hour for changing the steering fluid. There also were additional service charges for additional items, but they were not as flagrantly fraudulent. I pointed this out to the service writer who told me that Massachusetts law requires them to charge 1 hour separately for each service.Desired Settlement1Hour of labor removed from bill ($111) as a cash refund - not as a credit from the dealershipBusiness Response I have attached a copy of the invoice to illustrate there was no "double" charge and that four individual services were performed: Engine Oil & Filter Service, Multi-Point Inspection, Power Steering Fluid Exchange and a Brake Fluid Exchange with appropriate charges for all. We as all automotive service facilities both dealers and independents operate as a flat rate repair facility and charge accordingly by the job, not by the hour. As a dealer we heavily invest in training our staff and high quality equipment to be highly efficient and that is the case here. On Mr. [redacted]'s vehicle the technician was able to connect multiple semi-automated machines to operate simultaneously to efficiently perform multiple services at the same time. Where the recommendations, pricing and time were accurately explained and quoted to Mr. [redacted] who authorized & paid for the services with all of that knowledge, we are not inclined to provide a refund. The irony here is we invest so much to respect the customers time that if we did not have the equipment or the well trained technicians we have the customer would have waited two plus hours and there would be no complaint made. Respectfully - [redacted]

Running boards sold with used vehicle were not delivered on vehicle. Was promised refund, but never received it.I purchased a used 2011 Toyota Tundra on September 13th 2013 from IRA TOYOTA MILFORD. I also purchased running boards (part #PTXXXXXXXC) and was told they would be on the vehicle when I took delivery September 16th. The running boards were not on the vehicle when I took delivery, I was told by [redacted] they would be delivered to my house the next day. The running boards never arrived. I contacted the salesperson [redacted] on September 23rd and was told the running boards were never actually ordered. I asked for a refund and was told I would receive a check in the mail. On September 25th [redacted] contacted me to say the running boards had arrived, and they could be delivered if I didnt want to pick them up. I told him I already ordered new running boards and I would be expecting my refund check as promised. I have still not received the refund. Desired SettlementI am seeking a refund for the cost of the running boards (PTXXXXXXXC) $569.Business Response Mr. [redacted] was informed by our [redacted] prior in Sept. 2013 and again today explained that the check #XXXXXX for $569 was sent to the bank (Capitol One) that he took a loan through. It is illegal and against our contractual aggreements for us to sent the check to the buyer.

ADVERTISED PRICE IS NOT HONORED.In the last couple of months I have been looking for the car. On April 21, 2014 I was on web site www.group1auto.com. The web was showing special ( e-price ) Advertised car I was interested is 2014 TOYOTA YARIS 5DR LE LEFTBACK FRONT-WHEEL DRIVE 1466 / BLACK COLOR/STOCK NUMBER IS EDXXXXXX AND VIN NUMBER IS ( JTDKTUD3XEDXXXXXX ) MSRP PRICE $17,300 AND SAVINGS OF $15,600 AND E-PRICE $1,700. IT ALSO HAD 60 MONTHS @ 2.9% A.P.R WITH $340 DOWN PAYMENT. APPROX. $24 A MONTH. I was very happy and showed to my friends. The comment made by my friends was: AWESOME! They wanted to buy one also. I called dealership and was transfered to sales and spoke with gentleman. I asked if I can put money down to lock the price before I can come out to test drive the car and if it is available. He said yes. After I told him stock number of the car he asked me hold. He came back on the line and told me that he can not sell me the car and hang up. I called back and was told by a lady the sales department was closed. Why advertise price and not honor the price!Desired SettlementPlease honor the price!Thank you!Business Response There was a data error transmission on our website. The vehicle e-price is $17,000. The error was identified and corrected promptly. All of our website prices have disclaimers about data errors and refer customers directly to the store if there are questions. As the General Manager, I will be happy to sit with the concerned party and will sell the car for my invoice price if that will help relieve their conern.

Car was purchased as certified pre owned w/warranty. Car was never certified and has no warranty. Misrepresentation by dealer.Car purchased on July 2, 2012 as certified pre owned Toyota w/warranty. Warranty coverage was valid through july2014. Had recent work done that dealer covered as goodwill because car never got certified. Warranty is not valid for that reason. Dealer does not respond to phone calls/messages. Car has no warranty coverage because dealer never certified it. Certification number XXXXXXXXX. VIN number [redacted]. Contact at dealership [redacted] X-XXX-XXX-XXXX/cell or business XXX-XXX-XXXX. Desired SettlementWarranty coverage that was part of sale. Coverage to be valid through July 9th 2014 as per warranty agreement.Business' Initial Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]We have contacted [redacted] and corrected the error on our part. We are giving as customer goodwill a two year Toyota Warranty that goes approxiamently nine months longer than the Certified Warranty that she should have received.

Overcharged for extended warranty and refused coverage of repairs under warranty. Mgmt is aware of complaints filed with Toyota Corp-uncooperativePurchased car 08 [redacted] in Dec '13 w/approx 61,000 miles. Purchased extended warranty coverage for additional 50,000 miles at a cost of $3765 and were told that everything except brake pads and oil changes were covered. Also told that we should bring car in when reached 100,000 miles and all rec. services would be covered. When brought in for repairs for AUX switch on dashboard and serpentine belt replacement, we were told neither was covered. When reviewed with mgmt, we discovered that our warranty was listed as gold instead of platinum and had restrictions. After checking prices with other dealers - discovered we were charged 2x platinum rate of other dealers!!Desired SettlementLooking for $4000 --overcharge plus repair charges done elsewhere, interest on the overcharge, cost of time and gas for multiple unsuccessful trips to dealer to resolve at their request.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The customer purchased a [redacted] Platinum Vehicle Service Agreement along with her used vehicle in [redacted] 2012. The Retail Price of the Service Contract was $4,895 and the customer purchased it for $3,765. The customer contacted us about 4 months ago advising that she was told her Vehicle Service Contract was Gold and not Platinum. I researched her concern and discovered that [redacted] was recognizing her contract as Gold even though all paperwork show the contract as Platinum. Nobody who is currently at Ira was at the store at the time of purchase so I can not advise why [redacted] is only recognizing the Gold coverage. I advised the customer I would reimburse her the difference in the Retail Price between the Platinum coverage and the Gold Coverage. As mentioned before, the Platinum Coverage has an Retail Price of $4895. The Gold Coverage has a Retail Price of $3940, a differnce of $955. The customer will receive a check from Ira Toyota of Milford for $955.

Overcharged for extended warranty and refused coverage of repairs under warranty. Mgmt is aware of complaints filed with Toyota Corp-uncooperativePurchased car 08 [redacted] in Dec '13 w/approx 61,000 miles. Purchased extended warranty coverage for additional 50,000 miles at a cost of $3765 and were told that everything except brake pads and oil changes were covered. Also told that we should bring car in when reached 100,000 miles and all rec. services would be covered. When brought in for repairs for AUX switch on dashboard and serpentine belt replacement, we were told neither was covered. When reviewed with mgmt, we discovered that our warranty was listed as gold instead of platinum and had restrictions. After checking prices with other dealers - discovered we were charged 2x platinum rate of other dealers!!Desired SettlementLooking for $4000 --overcharge plus repair charges done elsewhere, interest on the overcharge, cost of time and gas for multiple unsuccessful trips to dealer to resolve at their request.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]The customer purchased a [redacted] Platinum Vehicle Service Agreement along with her used vehicle in [redacted] 2012. The Retail Price of the Service Contract was $4,895 and the customer purchased it for $3,765. The customer contacted us about 4 months ago advising that she was told her Vehicle Service Contract was Gold and not Platinum. I researched her concern and discovered that [redacted] was recognizing her contract as Gold even though all paperwork show the contract as Platinum. Nobody who is currently at Ira was at the store at the time of purchase so I can not advise why [redacted] is only recognizing the Gold coverage. I advised the customer I would reimburse her the difference in the Retail Price between the Platinum coverage and the Gold Coverage. As mentioned before, the Platinum Coverage has an Retail Price of $4895. The Gold Coverage has a Retail Price of $3940, a differnce of $955. The customer will receive a check from Ira Toyota of Milford for $955.

Performed a frame replacement due to recall and now vehicle vibrates at highway speeds and unbearable to drive. In Nov '13 Ira replaced the frame on my 2006 [redacted] Tundra due to a factory recall. Since the replacement the truck shakes and vibrates when driven about 45mph. It was returned to the dealer 6 times as they tried to diagnose and repair the problem. An alignment has been done, tires rebalanced, driveshaft repositioned and all four tires were replaced. The problem persists. I even tried trading in my truck to another dealer and take a loss because it is unbearable to drive other than around town. The loss would have been to great as they also noticed the vibration and were not willing take it. The new service manager has decided that the vibration is normal and they are not willing to make any additional efforts to repair the vehicle. When I brought my truck in, it was in perfect condition and drove perfectly as well. I have only put on about 3K miles in the last 6+ months. I have contacted corporate [redacted], who the dealer was none response to either. [redacted] corp recommended I contact an attorney as there is nothing they can do to force the repair. I asked if another dealer can look at it and they told me since Ira was paid for the repair, they are responsible for all work related to it. I asked that they send a regional tech to drive the truck and see if they can identify the problem. [redacted] Corp said the dealer needs to make the request, which Ira is unwilling to do.Desired SettlementI have requested that a regional Toyota technician come drive the vehicle and identify the issue so it can be properly repaired. It took weeks for them to initially respond to corporate Toyota and they simply ignore my requests. Business Response Customer concern dates back to December of 2013. We have offered to continue to work with customer and have set up time for the customer to come in and meet with Toyota's own Tech Specialist. We have offered to help trade the customer out of his vehicle and into another. It doesn't appear the customer is willing to work with the solutions we have offered.