Lakeland Toyota Scion Subaru Honda

Review: On Friday, May 9, 2014 I went to purchase a vehicle from Lakeland Toyota. I test drove 2 with sales man [redacted]. The vehichle I ended up purchasing was a 2005 Toyota Corolla. Per their website, it was a certified vehicle meaning there was a small warranty left. Both the salesman and I understood there to be a warranty, we talked about it. We started the paperwork to begin the purchase process. I was already pre-approved for a loan. The salesman told me finance would be with me in 30 minutes. 2 1/2 hours later finance called me. The finance man, [redacted], was so pushy about purchasing extended warranties where the monthly payment was more expensive than my actual car payment. I kept explaining to him that I could afford no more than my $189 car payment, as I was going through a divorce. He kept coming up with scenarios and I kept telling him I was not going to purchase any extended warranty. But he kept at it. While the garage staff was detailing my car, they broke off the mirror part of my passenger's side mirror. A "We owe you" form was completed for that mirror. After waiting some time, I went with the salesman to his desk to get the keys and complete the transaction. As he was handing me the keys, he basically said oh by the way, there is no warranty on this vehichle. There is a disclaimer on the website that there may be errors. Is that ok? I said no, that is not ok. Did I want to talk to the manager. I said no I was so very mad (at this point I was there 4 1/2 hours and just wanted to leave. I was so angry that I was afraid my anger would get the best of me. I told the salesman to have the [redacted], Gabe, call me on Tuesday, as I would be out of town Sunday and Monday. As I was taken out to the car, the salesman asked if I was ok. Of course I am not, I told him and basically just left. [redacted] called me on Monday to tell me that my mirror had arrived and we decided that Gabe would call me on Wednesday for service recovery. No call was ever made to me. I was also called by the finance man that I needed to come back in and sign some additional papers. On, Saturday, May17, I returned to have my mirror replaced and to sign the forms [redacted] needed. [redacted] had no idea what I needed to sign. He looked at my paperwork twice and said there was no notation anywhere that I needed to complete any more forms. Then the Service Writer returned to tell me that the piece that was ordered for my mirror was not correct. It was broken more than anticipated, so another piece would have to be ordered and he would come pick up my car and leave me a loaner. I live in Plymouth (a community about 15 miles from Sheboygan where the dealer is located). I am fine with the fact of them coming to get my car, but unfortunately it will be using my gas to get the car to the dealership to replace 2 of their mistakes. I should have been told before the financing part of the deal that their was no warranty or certification as promised. I should have been given the option to discontinue the purchase process. But that was not given to me. The manager made no attempt for service recovery. The sales man never checked back with me to see if the manager had called as promised. I feel that I was misled because the salesman himself told me it was a certified vehicle with a warranty. My father and my daughter were present when the sales person and I looked at the car and had the conversation. This is the third Toyota I have purchased and chose this brand due to the satisfaction I had with previous vehichles that were purchased at a dealer in Milwaukee, as I lived in Milwaukee at the time of that purchase.Desired Settlement: My desired outcome is more than the above. I would love an apology from the [redacted] as promised. I would love them to honor the promised warranty. I would also enjoy 2 years of free oil changes. I would also love to have this not happen to any other buyer. If the salesman discusses it (even if the disclaimer is on the website), it should be honored. A way to keep sales staff in line of no bait and switch. I am also concerned this happened to me because I am a single female.

Business

Response:

We have contacted the customer personally and have resolved the issue. An apology was given to Ms. [redacted] by our [redacted]. We did give her a warranty for her vehicle that includes a maintenance package. I personally called her to arrange to pick up her vehicle for the repair of the mirror. I will replace the fuel used to drive her vehicle to the dealership for the repair and back to her home. We truly value our customers at Lakeland Automotive and it is extremely important that all of our customers are treated with the upmost respect and that their experience with us is satisfying.

Consumer

Response:

Review: I scheduled the following service online: lube/oil change/filter, tire rotation, and replace engine coolant at 100,000 miles per the Toyota owner's manual. When the service advisor ([redacted]) wrote up the order, the cost on the invoice was $130.00. On the wall behind the service advisors is the price of their more popular services and Lakeland's competitors' prices. The cost of an oil change is $29.95, the cost of tire rotation is $17.95, and the cost of replacing engine coolant is $79.95. The total cost is $127.85 for the three services. So the estimate of $130.00 is in line. Of course there is tax and they always add on disposal fees and shop supplies, etc., etc,. I had presented the service advisor with a "wild card" coupon that was obtained from Lakeland's website. The higher you spend, the higher dollar amount you get off of the total price. So, in the case, the total cost of service fell between $100.00 and $199.00, which waranted $20.00. This is simple math that I can do in my head: $130.00 less a $20.00 coupon equals $110.00. Then of course add back onto $110.00 the taxes and anything else that they are going to charge. [redacted] confirmed the services that I wanted, specifically, he asked about the engine coolant. I explained to him that I wanted the engine coolant replaced with new coolant per the Toyota's owner manual. When it came time to pay the bill, the service advisor presents me with an invoice of $135.28. I tried to explain to him the prices listed on the wall totaled about $130.00 less $20.00 equals $110.00, not $135.28. I paid for the bill asked for my keys and tried to leave. Now [redacted] had another employee (older that [redacted] but I don't know this other [redacted]'s name) join the conversation. This other guy showed me that $20.00 was taken off and he stated that they don't go off of the prices listed on the wall and they don't update those prices. So you don't update your and your competitors' prices and you don't honor your own listed prices?? So if I go to [redacted] and the sticker price on the shelf says $110.00 then I should expect to pay $130.00 instead? There is something called "truth-in-advertising." At this point I was frustrated, stated that I was leaving, didn't want to explain math anymore, and left while stating that I will go someplace else.Desired Settlement: 1. Honor your listed prices or remove them all together. 2. Honor your own coupons or remove them from your website. 3. Train your new employees because this new employee needed help. 4. Honor "truth-in-advertising." and 5. Don't charge me $20.00 extra.

Business

Response:

I apologize for the issue you had at your recent service visit. I will most definitely look into the repair order that was generated and speak with the [redacted] regarding the boards and when they are updated. I will also speak with him regarding [redacted]. He is new, but there is no excuse for lack of training from our management. I will reimburse you the $20 and agree with you 100% about what else needs to be done. Again, I apologize for any inconvenience. Thank you, [redacted], Customer Relations

Review: Tues. April 22, 2014 I brought my 2010 Toyota Sienna to Lakeland Automotive Service Center to have my key reprogrammed. They came to get me from the waiting lounge after the 30-40 minutes and when I went to the internal car bay to get my van it wasn't there. I heard them say that the elderly gentleman that they called before me, left with my van. I told them twice to take the elderly gentleman's van to his house and pick up my van. They said that they were trying to contact the man to have him bring back my van. Long story, short. The elderly gentleman crashed my van into a light post and a utility pole when returning my van to Lakeland per their instructions. Resulting in my van being TOWED back to Lakeland with extensive damage. They are saying it was not their fault. They told us they would do everything they could to make this right for us. If they would have followed my instruction to have a Lakeland employee pick up my van, this situation could have been completely avoided. After the accident Lakeland intended to have the elderly customer's insurance pay for the damage however he only had liability on his vehicle. Lakeland's resolution is to have my van repaired even though there should have been no reason for the damage in the first place. Rather than trying to resolve the situation with us directly Lakeland turned it over to their insurance company. Lakeland's insurance company told us our only option is to have our van repaired. We didn't even have the van for a year. It only has 49,000 miles on it. As a result of THEIR negligence rather than being made whole we will be left with a van which has a diminished value and in addition will have an accident history on it's permanent record. Who is going to now make up the difference when we want to trade our van? It just isn't right.

There is a accident report on file with the [redacted].Desired Settlement: We desire Lakeland to find us a different van that is comparable to what we had and has NOT been in an accident and that they would DISREGARD the fact that the van was in a accident when they take ours in trade.

Business

Response:

[redacted] brought her 2010 Toyota Sienna to Lakeland

Toyota for service on her van. When Lakeland completed the service on her van

it was parked in the service drive through area for the customer to drive out.

Unfortunately at the same time an elderly customer also had a Toyota Sienna

parked in the drive through area for pick-up. The elderly customer accidentally

took the wrong vehicle. This customer could not be reached until he arrived

home. When he arrived home he was contacted by Lakeland’s service department.

Lakeland offered to deliver his van and bring back the [redacted]’s van. The

elderly customer said he would return the van and get his own van. On the way

back to the dealership the elderly customer was in an accident with the

[redacted]’s van. When the van was towed back to the dealership the owner of

Lakeland Automotive spoke to the [redacted]’s and said he would do what he could

to help resolve the problem. It is the belief of the dealership that the

mistake was the responsibility of the elderly customer that took the wrong

vehicle by accident and that he was responsible for the damage. Once it became

clear the elderly customer did not have sufficient coverage then the owner of

Lakeland Automotive spoke to Lakeland’s insurance company and reviewed the

claim with his insurance company. Lakeland’s insurance company has agreed to

fix the [redacted]’ van to original condition, and Lakeland Automotive would

refund the [redacted]’s for the maintenance work they had just completed and give

the [redacted]’s a vehicle to use until their van was fixed. Lakeland believes

this is a fair resolution to the problem.

Sincerely,

Business

Response:

In thirty years in the car business I have never had a customer take the wrong vehicle. A mistake by one customer is not negligence, it is a mistake. Two estimates were done by two independent adjusters whether or not you wish to believe this is your choice. Lakeland has gone above and beyond to solve this problem. I think most reasonable people will agree. [redacted], [redacted]

Consumer

Response:

I was very disappointed with my experience today at Lakeland Subaru. I made a deal with [redacted] and his supervisor, [redacted] to purchase a new Subaru Crosstrek. The vehicle was enroute to the dealership, but had not yet been delivered. We agreed on a price and a specific vehicle. I was to return with the down payment in three hours, which I did. When I arrived, Gary told me that they would not sell me the car we agreed on, because that one was to be used as a loaner vehicle. They would sell me a different vehicle instead. I feel that (i) this explanation was dishonest; and (ii) I was a victim of a "bait and switch" scam.