LeBrun Toyota and Scion

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below LeBrun Dealership's response is not acceptable to me - it is not even close to acceptable - This is not what happened My wife was also present There no one in the show room - while my wife and I was at dealership They wanted me to pay for accessories that I did not want which they were aware of At that time I said take the bed liner and running boards off - these were extras they were trying to force me to buy - according to them I was told in the beginning when I called the dealership and talked to the salesman - I was told he could get me what a wanted - see originial agreed contract for the truck I wanted - this was not going to be a hard truck to find as it is not the top of the line truck I did ask the salesman to remove these extras would have taken 1/hour or so - I could have even picked up the truck up the next day At that point the sales manager said to the salesman to take my plates off the truck and scrape out the registration stickerThe sales manager looked at me and said I do not have to sell you a truckWhich the salesman then threw my plates on the desk - they walked away and we left - no confrontation occurred - the was only Lebrun staff present! I have the original agreed contract signed by me and Lebrun's dealership with the facts - financing was to be% through Toyota! Why would I go to bank financing at or higher When I was financed through Toyota at .09% ???? this makes no sense Bottom line is the dealership wanted me to sign a new contract for a higher price I also have a copy of the new contract they were trying to force to sign If you need copies of these contracts to review - l have them Regards, [redacted] **

In closure of this case and to simply recap the situation, the customer was advised a truck with additional accessories was the only truck availableDealership told customer if this was not the truck he wanted that he was more than welcome to back out of the dealThe customer agreed to the truck with additional options over the phoneThe truck has a [redacted] Sticker with the accessories on the vehicle from manufactureThese are not things we can changeCustomer was not happy about this and no one tried to force him to take the truckCustomer is under no obligation to buy the truck as his deposit was refundedWe see no reason to continue this conversation, the deal has been dissolved and everything has been restored to prior customer’s pre-purchase agreementRegards, LeBrun Toyota

Here at LeBrun Toyota, we are in the business of selling new and used vehicles and hope to please every customer in our sales process. Toyota builds many different models of vehicles in many different combinations of colors, interior trim, engines, and factory installed options. No
Toyota dealer has the ability to stock every combination that may or may not existOn Saturday, 8/15/the customer came to the dealership, and wanted to purchase a Toyota Tundra with a specific color, specific trim, and specific engine and desired no additional factory options whatsoever--basically a stripped down version. We did not have the exact vehicle in dealer stock that the customer was seeking (though we did have the Tundra equipped exactly the way he wanted but in a different color). Customer was advised that we would run a locate search for this vehicle up to a mile radius and search for vehicles in other Toyota dealerships inventory to see if any such vehicle had existed. The customer and dealership agreed on a price of a certain equipped vehicle based on MSRP of $33285.00, and the agreed price was $plus tax and fees based on availabilityCustomer was also told depending on availability of the inventory search that if we were unable to find and secure this specifically equipped vehicle, the customer would be given the option to pay the difference in the equipment on the available vehicle found or cancel the order and receive a full refund of deposit. On Monday, 8/17/we contacted all the dealers that showed up on the inventory search, and the only Tundra vehicle that was available in the color the customer wanted had a bed liner and tube steps rails. The salesmen had contacted the customer and advised him of the only vehicle we were able to get for him had a higher content equipment level of the bed liner and step rails and cost increase to the customer would be $880.00. Salesperson asked customer if he wanted us to obtain that vehicle in the other dealer’s inventory for him. Customer hung up on salesperson. After several hours, salesperson called the customer again and wanted to see if customer would approve us to get the truck with the additional options and offered to reduce the increase cost down to $ dollars as a good will effort to keep the sale moving forward. Although customer was not happy we could not find the truck exactly the way he wanted it, he did confirm and agree with sales person of the increase and told him to just get it done “I want the truck.” The dealership arranged to get the vehicle and paid a driver to get the vehicle here. The dealership prepared the vehicle for customer pick up on Thursday 8/19/2015. Upon customer arrival at dealership, after inspecting the vehicle, and clearly seeing the additional equipment on the vehicle, customer requested the refund of his $dollar deposit as he was financing the entire price of the vehicle on a bank contract. Customer credit card deposit refund was processed and issued at that time. Upon receiving receipt of his credit card refund, customer then stated that he was not going to pay the dealership the extra money for the equipment Salesperson said to customer “we agreed to the price and equipment change over the phone knowing that this was the least expensive match to what you were seeking that was available for us to find.” Customer then stated to salesperson, “it does not matter that I agreed to it on the phone, you don’t have it in writing.” At that time salesperson reported to sales manager of the situation. Sales Manager recalled discussing the details of the change of price and equipment with the salesperson prior to us obtaining the truck for the customer. Sales manager then went to talk to the customer at the salesperson’s desk and told the customer that he was aware of the salespersons’ conversation that he had with the customer about the additional options and price change prior to dealership obtaining the vehicle. Sales manager then sat face to face with the customer, and asked the customer if he recalled having this conversation on the phone with the salesperson and agreeing to the additional cost of the bed liner and tube step rails. Customer then stated to sales manager “it does not matter if I agreed to it or not with your salesperson, you do not have it in writing, therefore you are going to sell me the truck without charging me for the extra options or I will see you in court.” Sales manager said to the customer you do not have to purchase and take this truck thenSales manager instructed salesperson to return the customers license plates to the customer so that they could freely leave the dealership. Sales manager told customer that he knows the salesperson was clear and transparent with the customer on communicating through the entire sales process and pointed out to the customer that the original buyers order clearly stated it was a locate and not order for a specific vehicle as the words LOCATE were in the place of a vehicle identification numberAt that time the customer became loud and obnoxious in the show room area as he was getting frustrated that the sales manager was not going to give him the additional options for free. The sales manager asked the customer to please leave the dealership, which he didRegarding the customer complaint going online on 8/21/and seeing the same truck listed for a higher price, the reason for that is that the vehicle was restocked into inventory and the only price listed on website for new Tundra is the factory MSRP. The customer is referring to this as “bait and switch”Being that the dealership had advised the customer of the equipment and increased dollar value of it, prior to the dealership obtaining the vehicle for him, the customer had plenty of time and opportunity to cancel the transaction if he objected to the additional costs of the additional equipment before getting to the point of deliveryThe term and accusation of “bait and switch “is unwarranted and does not apply hereRegarding customer ‘s desired settlement, the sales manager feels the desired apology would not be appropriate in this situation because LeBrun Toyota did everything they could in a professional manner to fulfill the initial order from the customer and only reacted to the customers anger by asking him to leave the showroomThe initial contract that was signed clearly stated “LOCATE” without an assigned vehicle identification number and also stated in section on reverse side of buyers order that the dealership is not responsible for extra equipment. Customer was given ample opportunity to agree to pay for the additional options or refuse the truck. In this case the truck was refused. Sales manager feels that the only thing that would have satisfied the customer would be to have given the customer the extra accessories for free that he agreed to pay forThe dealership was upfront about the located vehicle and had communicated with the customer of the equipment and price change well before the customer came to pick up the vehicleInstead, the customer displayed objection to the equipment and wanted them for free at time of delivery when showroom was full of customersLeBrun Toyota

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  LeBrun Dealership's  response is not acceptable to me - it is not even close to acceptable - This is not what happened.  My wife was also present.  There no one in the show room - while my wife and I  was at dealership.  They wanted me to pay for accessories that I did not want which they were aware of.  At that time I said take the bed liner and running boards off - these were extras they were trying to force me to buy - according to them.  I was told in the beginning when I called the dealership and talked to the salesman - I was told he could get me what a wanted - see originial agreed contract for the truck I wanted - this was not going to be a hard truck to find as it is not the top of the line truck.  I did ask the salesman to remove these extras would have taken 1/2 hour or so - I could have even picked up the truck up the next day.  At that point the sales manager said to the salesman to take my plates off the truck and scrape out the registration sticker. The sales manager looked at me and said I do not have to sell you a truck. Which the salesman then threw my plates on the desk - they walked away and we left - no confrontation occurred - the was only Lebrun staff present!   I have the original agreed contract signed by me and Lebrun's dealership with the facts - financing was to be.09 % through Toyota!   Why would I go to bank financing at 2.39 or higher.    When I was financed through Toyota at .09%   ???? this makes no sense.      Bottom line is the dealership wanted me to sign a new contract for a higher price.   I also have a copy of the new contract they were trying to force to sign.   If you need copies of these contracts to review - l have them.     Regards, [redacted]

In closure of this case and to simply recap the situation, the customer was advised a truck with additional accessories was the only truck available. Dealership told customer if this was not the truck he wanted that he was more than welcome to back out of the deal. The customer agreed to the truck with additional options over the phone. The truck has a [redacted] Sticker with the accessories on the vehicle from manufacture. These are not things we can change. Customer was not happy about this and no one tried to force him to take the truck. Customer is under no obligation to buy the truck as his deposit was refunded. We see no reason to continue this conversation, the deal has been dissolved and everything has been restored to prior customer’s pre-purchase agreement. Regards, LeBrun Toyota