Lewis Imports, LLC

[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 accept the offer and I would like to schedule an appointment for installation 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] ***

Revdex.com: I will accept that, thank you How do I go about getting the refund? 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]

This note is in regards to complaint [redacted] Premier Toyota would like to sincerely apologize for any frustration caused to the customer We do truly value his business and would like to work with the customer in creating a fair and reasonable solution.An engine repair was completed on the customer’s vehicle in July of The vehicle was driven 9,miles, in which time the customer did not contact the dealership regarding a concern with the repair that was completed in JulyOn 2/16/the customer and his mother came into the dealership with concern of vehicle quitting while driving 2/17/there was a delay in diagnosing the vehicle due to customer’s mother calling and stating not to touch the vehicle because they would be seeking legal action 2/24/Premier Toyota was given approval by customer’s mother to begin diagnosisAt this time we are diagnosing the vehicle’s concern, probable cause, failure, or abuse to determine proper repairs and coverage The customer did purchase an extended service contract at the original date of sale Premier Toyota will continue to work closely with the customer to assist them with a remedy of the vehicleRegards,Premier Toyota Scion [redacted]

2-6- Premier [redacted] response to complaint# [redacted] In response to Mykal Minor’s complaint, we unfortunately cannot confirm or deny whether his Sales Person Rino stated that their new [redacted] came equipped with a remote start or not However, I was able to confirm from Sales Manager Mike ***, that while on a conference call, Mike along with Tariq M [redacted] and Dan S [redacted] also confirmed their vehicle is equipped with a remote start Unfortunately, we now know that is not the case and sincerely apologize to the customer for the misinformation Premier [redacted] would like to offer a one-time goodwill gesture of an after market remote start to be installed by Auto Inclusive Please have the customer contact Natalie D [redacted] to schedule installation Sincerely, Natalie [redacted] Premier [redacted] Customer Experience Manager [redacted]

Premier Toyota Response to complaint: [redacted] The customer traded in a vehicle that was previously leased through Toyota Financial ServicesPrior to closing the transaction Premier Toyota secured a “lease buyout” or “payoff” quote in written format that the customer signed and authorized as accurateUnfortunately, she had extended payments on the lease that were not recorded or accounted for totaling $Since those extensions were private considerations of the lessor to the customer they were unknown to Premier ToyotaThe customer visited with staff at Premier Toyota and told them of her conversation with the customer care call center of Toyota Motor SalesRay L [redacted] and Rick Z [redacted] placed a call to the call center with the customer to clarify and verify that conversationThe notes reviewed recommended that the customer explore options with the dealer or Toyota Financial ServicesMrZ [redacted] contacted Toyota Financial Services in attempt to include the $balance onto her existing contractThat loan advance was declined MrL [redacted] presented trade in options and other vehicle purchase options to resolve the negative balance dueThe customer told him that she “would consider it”Premier has not had any communication since that timeInternal call records show no VM from the phone numbers in her profile that were unansweredPremier Toyota served this customer professionally and with care and concern to her situationPremier Toyota declines any responsibility for the unpaid payments between her and the lessor Bob F [redacted] President and General Manager

Customer contacted [redacted] and requested a quote on having a key made for his Avalon The customer was given a quote of $for one key and the programming of that key The customer had his vehicle towed to the dealership on 9-14-The customer brought one key with him, which was purchased on online and would not work Toyota recommends that keys be purchased and programmed; otherwise the customer would have to repeat the process.The customer purchased one valet key for $ [redacted] gave the customer additional keys with programming at no cost to the customer as an act of goodwillIn order to complete the repair, [redacted] needed to sublet the work of Vern Auto Lock and Key to replace the Body Control Module (BCM) This is a separate repair that was not originally quoted, but needed to be performed in order for the vehicle to function.The customer’s Service Advisor, [redacted] ***, offered to call [redacted] at [redacted] and see if he could have the repair completed at their dealership, but customer declined due to Sunnyside’s price being higher.Vern Auto Lock and Key stated that the customer had contacted him directly prior to having his repair completed at [redacted] , so customer was well aware of pricing from our competitors and third party contractorsThe customer requested that [redacted] document the repairs on two separate RO’s for insurance purposes Customer stated that his insurance company would only cover $towards the repair and $for roadside assistance At the request of the customer, [redacted] charged $for the sublet of Vern’s Auto Lock and Key, which was actually a $repair This was another goodwill offer from [redacted] .It is the opinion of [redacted] that we have charged the customer a fair and competitive price and have even offered substantial goodwill assistance to a customer who has never previously serviced at [redacted]

This response was received by Revdex.com via email from the company"Premier Toyota would like to extend Mr [redacted] a refund for the diagnostic time on his vehicle as a one-time goodwill offer Premier Toyota will not be providing a refund for the oil change and tire rotation performed on Mr [redacted] 's vehicle The total refunds from RO# [redacted] and [redacted] amounts to $325.06."

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regarding the numerous voicemails that were left and messages with other staff at the dealership for MrZ***, I have recordings that are dates and time stamped to prove my attempt at reaching out in the beginningHowever the most important factor in this deal lies in the fact that had the dealership picked up the Camry from *** *** on the day they were supposed To, I would have been made aware of the outstanding balances days soon and would have had other options to resolve the balance including having it rolled over into my new car loanBecause Toyota of Amherst's sales associate did not follow through in a timely manner I was allotted that option and am now forced to pay the outstanding balance out of pocket or have a voluntary surrender on my credit which could result in an even larger penalty once the car is sold at auction and there is residual valueThe option the dealership gave me of trading in the new vehicle thst I had just purchased and purchasing another Camry was not acceptable as thst us not the vehicle I came to them to purchaseI could have just kept the Camry I had for thst matter. Toyota Of Amherst grossly missed handled this deal from start to finishThe sales associate I worked with was new and made several mistakes that I am now expected to pay forI am willing to go to media outlets as well as social media to expose the poor business tactics displayed by this dealership.
Regards,
*** ***

Please see the attached response, email exchange, *** post, and Service History.Premier Toyota’s Response
complaint *** 6-22-17 Premier Toyota has no record of
acknowledging that the mirror was the issueIt was our
determination that damage to the mirror had been caused
because the
pigtail connector and wire harness for the Blind Spot Monitor module
were not properly repairedCustomer declined the recommended
repairs
The customer did purchase a Service
Contract at Premier Toyota through resource groupA copy of the
contract was provided to Mr*** when he took delivery of the
vehicleAnother copy was mailed to Mr*** and he confirmed the
receipt of that contract (please see the attached email exchange)
This service contract is not a Toyota product, but it can be used an
any dealer as long as Mr*** provides a copy of the contract to
the dealer (also detailed in the attached email exchange)
Premier Toyota
did not tell Mr*** at any point that the fee would be returned
and he should not have been charged, please refer to the previous
responsesPremier Toyota only recommended taking the vehicle to
another Toyota dealer for a second opinionAccording the attached
Facebook post and Toyota Service History, it appears Mr*** did
take the vehicle to Sunnyside and claims that all the repairs were
covered under warrantyAt this point, Premier Toyota considers the
issue resolved

[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 accept the offer and I would like to schedule an appointment for installation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

2-6-18   Premier [redacted] response to complaint# [redacted]   In response to Mykal Minor’s complaint, we unfortunately cannot confirm or deny whether his Sales Person Rino stated that their new [redacted] came equipped with a remote start or not.  However, I was able to confirm from Sales...

Manager Mike [redacted], that while on a conference call, Mike along with Tariq M[redacted] and Dan S[redacted] also confirmed their vehicle is equipped with a remote start.  Unfortunately, we now know that is not the case and sincerely apologize to the customer for the misinformation.   Premier [redacted] would like to offer a one-time goodwill gesture of an after market remote start to be installed by Auto Inclusive.  Please have the customer contact Natalie D[redacted] to schedule installation.    Sincerely,   Natalie [redacted] Premier [redacted] Customer Experience Manager [redacted]

This note is in regards to complaint [redacted].  Premier Toyota would like to sincerely apologize for any frustration caused to the customer.  We do truly value his business and would like to work with the customer in creating a fair and reasonable solution.An engine repair was completed on...

the customer’s vehicle in July of 2014.  The vehicle was driven 9,158 miles, in which time the customer did not contact the dealership regarding a concern with the repair that was completed in July. On 2/16/15 the customer and his mother came into the dealership with concern of vehicle quitting while driving.  2/17/15 there was a delay in diagnosing the vehicle due to customer’s mother calling and stating not to touch the vehicle because they would be seeking legal action.  2/24/15 Premier Toyota was given approval by customer’s mother to begin diagnosis. At this time we are diagnosing the vehicle’s concern, probable cause, failure, or abuse to determine proper repairs and coverage.  The customer did purchase an extended service contract at the original date of sale.  Premier Toyota will continue to work closely with the customer to assist them with a remedy of the vehicle. Regards,Premier Toyota Scion[redacted]

This response was received by Revdex.com via email from the company. "Premier Toyota would like to extend Mr. [redacted] a refund for the diagnostic time on his vehicle as a one-time goodwill offer.  Premier Toyota will not be providing a refund for the oil change and tire rotation performed on Mr. [redacted]'s vehicle.  The total refunds from RO# [redacted] and [redacted] amounts to $325.06."

Revdex.com:
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 belowThe response given by this dealership are not correct.I was not informed for one whole day reagarding the status of making a key to my car; when I went to the dealership at the promised time of completion of work on my car, I was told that this job needs more then $500, next day when I wanted to get my car repaired l was mother allowed to get it repaired in the dealership by a locksmith nor I was allowed to take it to the [redacted] dealership without pay an undisclosed sum of money.The key which I took with me to the dealer was provided free of charge by [redacted] Toyota dealership and that dealership had give me a quote of $278 to get the new keys for the car.Why I should pay more then $200 to [redacted] Toyota instead of taking the car to [redacted] Toyota?no offer was made by this dealership for me to take the car to another dealership.I had contacted the locksmiths who were willing to do this job in less then $300.I am not sure about the goodwill of this dealership which charges about double of best estimate for a job, doesn't inform the customer about the job and then makes false claims about repair. I am not going to let them get away with it; they should not on opologize for not doing the repairs promptly but also honor the initial estimate.Another false information about the insurance coverage which is being provided is that I will be reimbursed by my insurance; instance only covers upto $100 of the locksmith service charge billed directly by the locksmith to the customer which is not fulfilled because I had to pay the full amount to the dealership.Customers should be extremely careful with this dealership which lures customers with providing an initial low estimate , then delays the repairs and then refuses the customer a chance to take car to another dealership without paying money.
Regards,
[redacted]

Revdex.com: I will accept that,  thank you How do I go about getting the refund? 
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]

Customer contacted [redacted] and requested a quote on having a key made for his 2003 Avalon.  The customer was given a quote of $85 for one key and the programming of that key.  The customer had his vehicle towed to the dealership on 9-14-15. The customer brought one key with him,...

which was purchased on online and would not work.  Toyota recommends that 3 keys be purchased and programmed; otherwise the customer would have to repeat the process.The customer purchased one valet key for $33.  [redacted] gave the customer 2 additional keys with programming at no cost to the customer as an act of goodwill. In order to complete the repair, [redacted] needed to sublet the work of Vern Auto Lock and Key to replace the Body Control Module (BCM).  This is a separate repair that was not originally quoted, but needed to be performed in order for the vehicle to function.The customer’s Service Advisor, [redacted], offered to call [redacted] at [redacted] and see if he could have the repair completed at their dealership, but customer declined due to Sunnyside’s price being higher.Vern Auto Lock and Key stated that the customer had contacted him directly prior to having his repair completed at [redacted], so customer was well aware of pricing from our competitors and third party contractors. The customer requested that [redacted] document the repairs on two separate RO’s for insurance purposes.  Customer stated that his insurance company would only cover $300 towards the repair and $100 for roadside assistance.  At the request of the customer, [redacted] charged $300 for the sublet of Vern’s Auto Lock and Key, which was actually a $360 repair.  This was another goodwill offer from [redacted].It is the opinion of [redacted] that we have charged the customer a fair and competitive price and have even offered substantial goodwill assistance to a customer who has never previously serviced at [redacted]

Please see the attached response.

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Premier Toyota Response to complaint: [redacted]   The customer traded in a vehicle that was previously leased through Toyota Financial Services. Prior to closing the transaction Premier Toyota secured a “lease buyout” or “payoff” quote in written format that...

the customer signed and authorized as accurate. Unfortunately, she had extended payments on the lease that were not recorded or accounted for totaling $1500.00. Since those extensions were private considerations of the lessor to the customer they were unknown to Premier Toyota. The customer visited with staff at Premier Toyota and told them of her conversation with the customer care call center of Toyota Motor Sales. Ray L[redacted] and Rick Z[redacted] placed a call to the call center with the customer to clarify and verify that conversation. The notes reviewed recommended that the customer explore options with the dealer or Toyota Financial Services. Mr. Z[redacted] contacted Toyota Financial Services in attempt to include the $1500.00 balance onto her existing contract. That loan advance was declined.   Mr. L[redacted] presented trade in options and other vehicle purchase options to resolve the negative balance due. The customer told him that she “would consider it”. Premier has not had any communication since that time. Internal call records show no VM from the phone numbers in her profile that were unanswered. Premier Toyota served this customer professionally and with care and concern to her situation. Premier Toyota declines any responsibility for the unpaid payments between her and the lessor.   Bob F[redacted] President and General Manager