dropped off my car for service Saturday morning Was promised completion by end of day and a call back Call never came really asking for interim supervisor to own up to this mistake that service associate dropped the ball No call from acting supervisor (head supervisor on sick leave) Only call I get is from customer relations person (carol) that "car is ready for pickup, so come pick it up." That's it Just completely ignoring customer being inconvenienced No apologetic tone, no offer for discount, no offer to drop off car for me, no coupon for future visit, no acknowledgement of this whatsoever Just dismissive "Car ready for pickup!" I am not worth the supervisor's time for even a call back?
Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: *** ***, GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@livermoretoyota.com
Mr*** is correct that he has a tire rubbing issue and we have committed to correcting the issueWe have been in contact and
have found the remedy that satisfied himWe have scheduled the work to be performed with our vendor and are coordinating with Mr***, as we speak
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do notThe value of the settlement offered in the sum of $1,includes parts and labor of which I have agreedI have quantified the cost using previous quotes from Toyota's vendor Wheel parts in StocktonI have asked for an invoice prior to performing the workI have requested this two times 4/the below is the email correspondence
Nitro kit $
Uniball upper arm$
Labor $
Allignment $
Balancing $
Warranty $
Towing fee $
Tax on Nitro $
Total $1,
Quote $1,
Delta $
Unfortunately Livermore Toyota is unable to get *** ***'s Tacoma funded through a bankLivermore Toyota could not give *** *** the full amount of money he owed on his trade in vehicleSo, the remaining balance was added onto the new vehicles deal as it is done in every car deal
where the trade in vehicle is not purchased by the dealership for the full amount of money owed on the trade in*** *** needs to contact Livermore Toyota's Finance Director, *** ***, so we can set up a day and time for him to bring the Tacoma back due to Livermore Toyota being unable to get his vehicle deal funded through the bank*** *** will receive his Tacoma trade in back as well
This is about a transaction that occurred at Livermore Toyota the evening before Thanksgiving*** *** program referred us to Livermore, surprisingly, since there were other dealerships in proximity to Hayward, CalifI was helping my daughter select a car to replace her AveoWe drove almost an hour through the driving rain at times to make it the or so miles thereI would co-sign with her so that she could start to build a credit historyMy daughter had mentioned a couple of times in our conversation with the sales manager, *** ***, who came to assist the sales person, that she loved her Aveo and was looking for a replacement(I also brought up her love of the benefits of the Aveo as well)The discussion centered on the Corolla Hatchback, which turned out to be more than I wanted to be on the hook for (since I was to be a co-signor) ***s response was to argue, attacking Chevys (I had mentioned the Cruze Hatchback, though more expensive was offered to us at 0% financing, based on my outstanding credit)After my having to ask two or three times for a finance rate, *** quoted me 6.99%, which astounded me since I had a FICO over (I think it was 828)I asked him to explain He said it was “combined rate” between my daughter and me(Funny that the Chevrolet dealership didn’t do it this way)Nevertheless, a red flag should have been raisedI wish I had been smart enough to think on my feet and call him on his bluffI didn’t know until I got back home in LA County that the rate should have been based on the co-signor’s credit ratingThe upshot: Such a high rate made consideration of the Corolla Hatchback out of the question
*** asked, other than the interest, what the biggest obstacle was in purchasing the Hatchback I said it was the principal *** turned to a certified used Corolla, conveniently an arm length’s away in the showroom at the same interest rate—6.99% of the New HatchbackIf I had my thinking cap on, I would have known the same interest for a used car and a new one is uncommon, if at allRates for new ones are uniformly lower than used ones, aren’t they? That’s when *** brought the dollar amount for that used Corolla a to a more palatable priceAt miles, it was almost new, so I agreed to the purchase I thought the 6.99% was too high but I figured I could get it refinanced with California Credit Union when I got back to LAThen another red flag went upThe finance officer subsequently offered me 4.49% financing if I bought one of the extended warranty packagesIn spite of the awkwardness, of being put on the spot for the lower rate (same monthly premium) I still reckoned I’d get refinancing at a lower rate at the credit union in LAThen, last Monday, November 26th, I spoke with ***, Customer Satisfaction Representative at Livermore, to follow up on this odd occurrence of a hybrid finance rate, initially offered to me, and the 4.49, in exchange for purchasing an extended warrantyShe noted the substantial reduction in the cost of the warranty, from about $to about $to be rolled into the premium Based on this, I decided to keep the warranty, although it increased the principle*** did return my follow up calls to know where to send payment in full to avoid any finance chargesI had called Toyota Finance and I was informed they hadn’t received the paperwork yetThe icing came this week with a revelation that *** had the solution so readily at his fingertips and he neglect (willfully?) to act on it: There IS a car by Toyota—the Liftback—which would equate to the Aveo and at a substantial savings over the CorollaNot only would the principal be in our ball park, but the interest of only 1.9% is attractive Why didn’t ***, who evidentially ignores that he is the face of Toyota to customers that venture into the dealership, mention or show us the Yaris Liftback? I wonder I would like to think that sales people are versed in such basics as qualifying the customer to get him what suits him He just wanted a sale, and the used Corolla was close and handy and easy for HIMI plan advise *** apprised of this experience Surely, there are other Toyota dealerships in the area they can refer customers toAfter all, their stated mission is to send its customers out for no-haggle, trusting experiences, and that’s not at all what we got at Livermore ToyotaProbably not much can be done to make me whole, other than an apologySomething already done by an associate who originally helped us before turning the proceeding over to Mr*** It is highly impractical for me to drive all the way from LA to Hayward to get my daughter’s Corolla to return to Livermore, and get a Liftback—at another dealership I am waiting for the financials to appear so I can put this nasty experience behind me by paying the balance in fullPS: I teach soft skills to ESL demographics in LA, based largely on the premises of *** ***Integrity and sincerity are among the qualities in which I train my peopleToyota in Livermore, in regards to my experience, did not live up to these standards
Mr. [redacted] was contacted by the Customer Relations Manager for the whole dealership ([redacted]. Mr. [redacted] did not want the Customer Relations Manager to fix anything and did not want to express his frustration to the Customer Relations Manager. He only wanted to speak with...
an interim service supervisor. The service manager is out and the interim supervisor was out sick. Mr. [redacted] may contact the Customer Relations Manager ([redacted] to speak about a coupon for his future visit for his inconvenience. I, [redacted], will have the interim service supervisor call Mr. [redacted] today so he can express his frustration to him as well.
Initial Business Response /* (1000, 9, 2015/03/24) */
Received response via email:
Mr. [redacted] was aware of all changes being made to contract, and signed the documents where changes were made. Customer was originally happy with resign due to his payment being reduced from $385.49 a month...
to $358.33. Customer is now upset because his vehicle has been involved in an accident that has resulted in a total loss. Originally he had purchased the GAP insurance, and he was unable to get an approval with the GAP on the new contract. We have been in communication with the customer to apologize for recent events that have happened to him, and the customer proceeds to scrutinize our employees with inappropriate language.
DECISION: Although miscommunication does happen, we are confident on how thorough our staff was on representing the new contract and terms to the customer. We express our deepest sympathy for the customer for being in this position with his vehicle, and there is no resolution that can happen on our end, the customer needs to handle the total loss with his insurance company.
Initial Consumer Rebuttal /* (3000, 15, 2015/07/20) */
? I was highly emotional and upset when I initiated my original compliant and wasn't able to respond because this issue, at the time was incredibly triggering. As a first time car buyer, who trusted the name and reputation of Toyota brand, I feel a responsibility to other consumers who may purchase an automobile from this particular dealership, to clearly articulate my experience and why I'm filing a compliant. I withdraw my initial asking to be reimburse and only ask that my compliant is made official for other consumers to locate. If it's at possible to re-open my compliant please let me know.
Initial Business Response /* (1000, 12, 2015/06/10) */
Received response via email:
According to our management team and the sales person for this transaction, Mr. and Mrs. [redacted] came in to purchase a Sienna at our dealership on said date. Our salesperson obviously made a mistake in regards to...
the equipment on this vehicle and proceeded with the transaction. After the transaction was completed, it was discovered that the "laser guided cruise control option" was not on the car. When the [redacted]'s came in to address the issue, we not only checked our inventories at both of our Toyota stores, but the inventories of the entire Northern California market. At that time, there were no Sienna's with that option available. It is not something that can be added by the service department and must come equipped already from the factory. The [redacted]'s were given the floor mat set at their request and to my understanding left satisfied.
At a later date, we discovered that the [redacted]'s were driving another more expensive vehicle with a different VIN# than what they had signed for. We have all the documentation to prove this. We kindly asked them to come back in to resign for the correct VIN#. We even offered to allow them to return the vehicle. Eventually the couple resigned with their original vehicle, cancelling all service agreements and aftermarket products that were previously purchased.
In the future I hope that we can continue to serve the [redacted]'s and use this experience to better serve our customers.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In as much as we want to move on with proper compensation and expecting integrity on the dealership , I hate to say the dealership is pushing us to our patience limit. Feel sorry for Mr [redacted], the new GM, who made the response. We could have enlightened him more of the truth behind the ordeals if only he reached us and clarify the issue.
1) The floor mat was offered by Mr [redacted] and not our request to satisfy us. We even offer to return it with then general sales manager,finance manager/and Mr [redacted] presence on April 29 (purchase date) when we return to the dealership and settle matters but no resolution met.
2) There was no mention about them looking for the car we wanted with the option laser guide cruise control because Mr [redacted] stood firm with the no cooling off period even with me begging to return the car and give me the proper car. Now that they
finally accepted their mistake, their false claim makes me feel to untie the business with them.
3) If not for a flat tire repair on May 09,2015, the vin number error could have not been resolved. We complied to their request the same day of fixing the Vin issue the same day and not further complicate things because things could have been worse if such VIN issue was found out on who knows a car accident incident involving police officers. THEY NEVER OFFERED US TO RETURN THE CAR instead the finance person -who attended to us after hours of wasted time waiting - prepared a said collateral fix and he(finance guy) even mention about doing the paperworks to protect the company. At that point, we were able to finally remove the service agreements and even have a hard time getting rid of the Cilajet item because the finance guy keeps saying it is already applied in the car which is absolutely wrong. Finally fix the issue after a back and forth explanation from our end that he even need to consult "someone" outside his office.
$) IF THEY ARE REALLY HONEST TO ALLOW US TO RETURN THE CAR, WE ARE MORE THAN HAPPY TO DO IT AND WE TAKE OUR TRADE IN VEHICLE AT NO COST AS A COMPENSATION TO ALL THE WASTED TIME,EMOTIONAL/PSYCHOLOGICAL AND PHYSICAL UNREST THEY HAVE CAUSED US WITH THEIR FINALLY ACKNOWLEDGED MISTAKE.NOT TO COUNT HE BIG FAT LIE THAT THEY ALLOW US TO RETURN THEIR CAR. True that the vin number on their record appeared cheaper than what we have but the price that we negotiated in our mind ,I still have the original car tag price, is correct at $ 46,420 MSRP. To enlighten things, Before we started negotiation I already have an amount to offer on the table after multiple research online the lowest haggle price which at least 5k below MSRP which I know is feasible based on previous auto purchases. From 46,420 MSRP they offered on the table 37,000+++. AM not surprised with the difference because the trade in value of our car from WCR toyota is $ 9,000 and they offered only 4,500 until we agreed for 5,500. Knowing how sales manipulates figures, we thought we got a nice deal and thinking they really want us to close the deal on a late night transaction which ended at 1 am, yes, one hour past midnight.
Again, THEY NEVER ALLOW OR OFFER US TO RETURN THE CAR WITH WRONG VIN NUMBER INSTEAD A "COLLATERAL" FIX PAPERWORKS WAS PREPARED TO SETTLE THE ISSUE.
WE ARE WILLING TO GET OUR TRADE IN CAR BACK WITH NO OBLIGATION TO WHATEVER CONDITIONING DONE AS A COMPENSATION OF ALL THE HASSLES THEY HAVE CAUSED US AND STILL DEALING WITH THEM UP TO THIS TIME. GIVE ME MY OLD CAR AND I AM DONE WITH THIS DEALERSHIP'S NON REPUTABLE CUSTOMER RECOVER
or
Give us our demand with no no extra cost with the car option (lase guide cruise/adaptive cruise control) coz I know there is a car out in northern california with the correct options we are looking for and negotiated with full integrity.
We are still hoping for a better response if they do not want to untie us from their business.
As of this time we are exploring legal means with another issue they just created. I hope Revdex.com can help us too. The issue is:
May 29,2015 when we try to fix the VIN error paperworks and signed a new purchase amount but up to now, the loan is not yet updated still reflecting the original loan amount which is 8k
more. We are due this month for our first payment and it sounds like the dealership never updated paperworks which takes only 3 days from filing to funding with online banking.
Initial Business Response /* (1000, 8, 2015/10/05) */
We sent the check to her lien holder on 9/18/2015. They received and posted the check to her loan on 9/21/2015 in the amount of $984.00. The remaining $510.00 will be credited to her loan as soon as Toyota Financial Services processes the...
cancellation. The cancellation was sent to them on 9/17/2015. TFS says it will take about 30 days for her to see it on her statement.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The price is originally listed at $32,023.00 and is listed with the $3,026.00 dealer discount taken off already and listed at $28,997.00 plus tax and license fee's. Toyota has a $2500.00 rebate and $500 bonus cash that can only be applied as down payment. Toyota's rebate and...
bonus cash does not affect the selling price of the vehicle. There is no way we as a dealership can take this price off of the vehicle for [redacted]
Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: [redacted], GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@livermoretoyota.com
Mr. [redacted] is correct that he has a tire rubbing issue and we have committed to correcting the issue. We have been in...
contact and have found the remedy that satisfied him. We have scheduled the work to be performed with our vendor and are coordinating with Mr. [redacted], as we speak.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not. The value of the settlement offered in the sum of $1,763.94 includes parts and labor of which I have agreed. I have quantified the cost using previous quotes from Toyota's vendor 4 Wheel parts in Stockton. I have asked for an invoice prior to performing the work. I have requested this two times 4/27. the below is the email correspondence.
Nitro kit $279.00
Uniball upper arm$664.99
Labor $186.00
Allignment $139.50
Balancing $74.40
Warranty $239.00
Towing fee $250.00
Tax on Nitro $26.51
Total $1,859.40
Initial Business Response /* (1000, 6, 2015/11/05) */
I am going to have the business office cut the lender a check for $355.00 for the 2 items he is requesting.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
Final Business Response /* (4000, 17, 2015/12/15) */
I am not sure what happened between us mailing the check and [redacted] receiving it. I cancelled the last check since it had not been cashed and I am having the business office cut a check and mail it directly to him.
Greg please call me directly if you do not receive it by Monday 12/21/2015. [redacted] Customer Relations Manager [redacted]. Thank you.
Final Consumer Response /* (2000, 19, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have indeed received the check on 12/22/15.
Initial Business Response /* (1000, 9, 2014/12/17) */
Contact Name and Title: [redacted], GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@livermoretoyota.com
On behalf of Livermore Toyota, I am responding to this complaint by [redacted]. Her husband [redacted] came in to purchase...
a truck on 11/24/14 and trade in his truck, to save on gas. He traded in a lifted 4x4 Tacoma and purchased a 4x2 Tacoma which will increase his fuel economy. He worked with an English speaking salesperson and finance manager throughout the entire transaction with no limitations or communication breakdown. The entire transaction was calculated using our online deal desking software, as is the case with all vehicle sales. We have timestamped pdf copies automatically stored online to show the entire negotiation. All of the allegations are false and should be considered as frivolous, we have proof to show LoJack ("low jack") was never offered for "free". We also have proof showing the term and final payment agreed on by Mr. [redacted] and our Asst Sales Manager, [redacted] The total purchase amount of $40,565.71, not $41,000, includes all sales tax, license fees and the negative equity (deficiency balance) of $7,150.00 carried over from their trade-in vehicle. The payment was never an issue, as we got it below his desired payment range. That was all disclosed to Mr. [redacted] during the negotiation and is also included on the timestamped pdf printout available in our online deal desking software.
We, in no way, misrepresented any vehicle or financial detail during this transaction and all communication was in plain English. At no time did Mr. [redacted] express any need or did our staff feel there was a communication barrier. I speak Spanish fluently and am always happy to jump in to translate when needed. I was never asked to help with Mr. [redacted] and our entire staff asks me to help on a regular basis. Mr. [redacted] agreed to purchase the vehicle without us ever speaking with [redacted] and her name was not on the contract. Mr. [redacted] made his decision based on his understanding of the vehicle differences and clear understanding of all financial details. He even agreed to purchase additional insurance products in our finance office while completing all paperwork, which is customary in the auto industry. He received the same pricing we offer all of our products to every customer, every time. He even refused to purchase some products that we offered, which is evidence to his decision making ability.
With all due respect, it would have been more of an unethical or illegal act to NOT sell him this truck than to provide the opportunity for a sane and sober customer to complete this transaction and help him accomplish his objective of getting a 2 wheel drive truck and trade in his 4 wheel drive truck.
On the day they returned, 11/25/14, I met with them after my Assistant Sales Manager told me that an irate customer was yelling at him and other staff. I sat down with them and listened to all [redacted] had to say. She accused us of taking advantage of her husband and demanded that we take the truck back and release the traded in truck back to them. I told her that I was unable to authorize that exchange. She called me a crook and said that I have to undo the transaction and give them their truck back. I explained there is no cooling off period in the state of California. I explained that laws are established to protect the consumer and the business, and they are established to erase all gray area from situations we found ourselves in that morning. She said we took advantage of her husband, repeatedly and that we are crooks. I explained that I am a professional in the industry and do all I can to help customers on a daily basis. That is how I have maintained a 15 year career in the auto industry.
She said that they are paying $41,000 for a truck they don't need. I explained that they paid MSRP for the truck. The additional amount is tax and license fees. Plus they purchased additional products and the deficiency balance was carried over to this new loan in the amount of $7,150. She told me not to question her intelligence, and I let her know I was simply explaining that her husband did not pay $41,000 for a truck. He made a decision and acted on it. She admitted that they had been discussing the purchase of a new truck, but she didn't know he was doing it that day. I asked if there was anything I could do to help, other than take the truck back and return theirs to them, and she said "no", they only wanted to undo the deal. I told her I am unable to do that. I expressed my sympathy that they were having a financial disagreement in their relationship, but there was nothing I could do to help, if that is all they wanted me to do. All paperwork was done and gone to bank. The deal was finalized.
Our salespeople do earn commissions and so do our managers. That's the nature of the business and we should not be judged or deemed shady for earning an honest living. However, we take care of our customers' needs and we earn our pay for that. We are not shady. We sold a truck for its advertised price. Tacoma trucks do not get discounted regularly. Toyota offers no rebates or incentives for Tacoma trucks. They got a square deal all around and spoke perfectly clear English while doing it.
Thank you for hearing our side of this unfortunate situation.
Sincerely,
[redacted]
General Sales Manager
Livermore Toyota-Scion
Initial Business Response /* (1000, 8, 2015/10/16) */
When the customer came in to have vehicle checked out, check engine light was not on. We let her know when the engine light comes back on and stays on consistently to bring it back and that we cannot diagnose a check engine light without...
it being on. It is impossible to know where the code is pulling from when it is not on. She never called back to schedule another appointment.
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.
Sincerely,
[redacted]
dropped off my car for service Saturday morning Was promised completion by end of day and a call back Call never came really asking for interim supervisor to own up to this mistake that service associate dropped the ball No call from acting supervisor (head supervisor on sick leave) Only call I get is from customer relations person (carol) that "car is ready for pickup, so come pick it up." That's it Just completely ignoring customer being inconvenienced No apologetic tone, no offer for discount, no offer to drop off car for me, no coupon for future visit, no acknowledgement of this whatsoever Just dismissive "Car ready for pickup!" I am not worth the supervisor's time for even a call back?
Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: *** ***, GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@livermoretoyota.com
Mr*** is correct that he has a tire rubbing issue and we have committed to correcting the issueWe have been in contact and
have found the remedy that satisfied himWe have scheduled the work to be performed with our vendor and are coordinating with Mr***, as we speak
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do notThe value of the settlement offered in the sum of $1,includes parts and labor of which I have agreedI have quantified the cost using previous quotes from Toyota's vendor Wheel parts in StocktonI have asked for an invoice prior to performing the workI have requested this two times 4/the below is the email correspondence
Nitro kit $
Uniball upper arm$
Labor $
Allignment $
Balancing $
Warranty $
Towing fee $
Tax on Nitro $
Total $1,
Quote $1,
Delta $
Unfortunately Livermore Toyota is unable to get *** ***'s Tacoma funded through a bankLivermore Toyota could not give *** *** the full amount of money he owed on his trade in vehicleSo, the remaining balance was added onto the new vehicles deal as it is done in every car deal
where the trade in vehicle is not purchased by the dealership for the full amount of money owed on the trade in*** *** needs to contact Livermore Toyota's Finance Director, *** ***, so we can set up a day and time for him to bring the Tacoma back due to Livermore Toyota being unable to get his vehicle deal funded through the bank*** *** will receive his Tacoma trade in back as well
This is about a transaction that occurred at Livermore Toyota the evening before Thanksgiving*** *** program referred us to Livermore, surprisingly, since there were other dealerships in proximity to Hayward, CalifI was helping my daughter select a car to replace her AveoWe drove almost an hour through the driving rain at times to make it the or so miles thereI would co-sign with her so that she could start to build a credit historyMy daughter had mentioned a couple of times in our conversation with the sales manager, *** ***, who came to assist the sales person, that she loved her Aveo and was looking for a replacement(I also brought up her love of the benefits of the Aveo as well)The discussion centered on the Corolla Hatchback, which turned out to be more than I wanted to be on the hook for (since I was to be a co-signor) ***s response was to argue, attacking Chevys (I had mentioned the Cruze Hatchback, though more expensive was offered to us at 0% financing, based on my outstanding credit)After my having to ask two or three times for a finance rate, *** quoted me 6.99%, which astounded me since I had a FICO over (I think it was 828)I asked him to explain He said it was “combined rate” between my daughter and me(Funny that the Chevrolet dealership didn’t do it this way)Nevertheless, a red flag should have been raisedI wish I had been smart enough to think on my feet and call him on his bluffI didn’t know until I got back home in LA County that the rate should have been based on the co-signor’s credit ratingThe upshot: Such a high rate made consideration of the Corolla Hatchback out of the question
*** asked, other than the interest, what the biggest obstacle was in purchasing the Hatchback I said it was the principal *** turned to a certified used Corolla, conveniently an arm length’s away in the showroom at the same interest rate—6.99% of the New HatchbackIf I had my thinking cap on, I would have known the same interest for a used car and a new one is uncommon, if at allRates for new ones are uniformly lower than used ones, aren’t they? That’s when *** brought the dollar amount for that used Corolla a to a more palatable priceAt miles, it was almost new, so I agreed to the purchase I thought the 6.99% was too high but I figured I could get it refinanced with California Credit Union when I got back to LAThen another red flag went upThe finance officer subsequently offered me 4.49% financing if I bought one of the extended warranty packagesIn spite of the awkwardness, of being put on the spot for the lower rate (same monthly premium) I still reckoned I’d get refinancing at a lower rate at the credit union in LAThen, last Monday, November 26th, I spoke with ***, Customer Satisfaction Representative at Livermore, to follow up on this odd occurrence of a hybrid finance rate, initially offered to me, and the 4.49, in exchange for purchasing an extended warrantyShe noted the substantial reduction in the cost of the warranty, from about $to about $to be rolled into the premium Based on this, I decided to keep the warranty, although it increased the principle*** did return my follow up calls to know where to send payment in full to avoid any finance chargesI had called Toyota Finance and I was informed they hadn’t received the paperwork yetThe icing came this week with a revelation that *** had the solution so readily at his fingertips and he neglect (willfully?) to act on it: There IS a car by Toyota—the Liftback—which would equate to the Aveo and at a substantial savings over the CorollaNot only would the principal be in our ball park, but the interest of only 1.9% is attractive Why didn’t ***, who evidentially ignores that he is the face of Toyota to customers that venture into the dealership, mention or show us the Yaris Liftback? I wonder I would like to think that sales people are versed in such basics as qualifying the customer to get him what suits him He just wanted a sale, and the used Corolla was close and handy and easy for HIMI plan advise *** apprised of this experience Surely, there are other Toyota dealerships in the area they can refer customers toAfter all, their stated mission is to send its customers out for no-haggle, trusting experiences, and that’s not at all what we got at Livermore ToyotaProbably not much can be done to make me whole, other than an apologySomething already done by an associate who originally helped us before turning the proceeding over to Mr*** It is highly impractical for me to drive all the way from LA to Hayward to get my daughter’s Corolla to return to Livermore, and get a Liftback—at another dealership I am waiting for the financials to appear so I can put this nasty experience behind me by paying the balance in fullPS: I teach soft skills to ESL demographics in LA, based largely on the premises of *** ***Integrity and sincerity are among the qualities in which I train my peopleToyota in Livermore, in regards to my experience, did not live up to these standards
Mr. [redacted] was contacted by the Customer Relations Manager for the whole dealership ([redacted]. Mr. [redacted] did not want the Customer Relations Manager to fix anything and did not want to express his frustration to the Customer Relations Manager. He only wanted to speak with...
an interim service supervisor. The service manager is out and the interim supervisor was out sick. Mr. [redacted] may contact the Customer Relations Manager ([redacted] to speak about a coupon for his future visit for his inconvenience. I, [redacted], will have the interim service supervisor call Mr. [redacted] today so he can express his frustration to him as well.
Initial Business Response /* (1000, 9, 2015/03/24) */
Received response via email:
Mr. [redacted] was aware of all changes being made to contract, and signed the documents where changes were made. Customer was originally happy with resign due to his payment being reduced from $385.49 a month...
to $358.33. Customer is now upset because his vehicle has been involved in an accident that has resulted in a total loss. Originally he had purchased the GAP insurance, and he was unable to get an approval with the GAP on the new contract. We have been in communication with the customer to apologize for recent events that have happened to him, and the customer proceeds to scrutinize our employees with inappropriate language.
DECISION: Although miscommunication does happen, we are confident on how thorough our staff was on representing the new contract and terms to the customer. We express our deepest sympathy for the customer for being in this position with his vehicle, and there is no resolution that can happen on our end, the customer needs to handle the total loss with his insurance company.
Initial Consumer Rebuttal /* (3000, 15, 2015/07/20) */
? I was highly emotional and upset when I initiated my original compliant and wasn't able to respond because this issue, at the time was incredibly triggering. As a first time car buyer, who trusted the name and reputation of Toyota brand, I feel a responsibility to other consumers who may purchase an automobile from this particular dealership, to clearly articulate my experience and why I'm filing a compliant. I withdraw my initial asking to be reimburse and only ask that my compliant is made official for other consumers to locate. If it's at possible to re-open my compliant please let me know.
Initial Business Response /* (1000, 12, 2015/06/10) */
Received response via email:
According to our management team and the sales person for this transaction, Mr. and Mrs. [redacted] came in to purchase a Sienna at our dealership on said date. Our salesperson obviously made a mistake in regards to...
the equipment on this vehicle and proceeded with the transaction. After the transaction was completed, it was discovered that the "laser guided cruise control option" was not on the car. When the [redacted]'s came in to address the issue, we not only checked our inventories at both of our Toyota stores, but the inventories of the entire Northern California market. At that time, there were no Sienna's with that option available. It is not something that can be added by the service department and must come equipped already from the factory. The [redacted]'s were given the floor mat set at their request and to my understanding left satisfied.
At a later date, we discovered that the [redacted]'s were driving another more expensive vehicle with a different VIN# than what they had signed for. We have all the documentation to prove this. We kindly asked them to come back in to resign for the correct VIN#. We even offered to allow them to return the vehicle. Eventually the couple resigned with their original vehicle, cancelling all service agreements and aftermarket products that were previously purchased.
In the future I hope that we can continue to serve the [redacted]'s and use this experience to better serve our customers.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In as much as we want to move on with proper compensation and expecting integrity on the dealership , I hate to say the dealership is pushing us to our patience limit. Feel sorry for Mr [redacted], the new GM, who made the response. We could have enlightened him more of the truth behind the ordeals if only he reached us and clarify the issue.
1) The floor mat was offered by Mr [redacted] and not our request to satisfy us. We even offer to return it with then general sales manager,finance manager/and Mr [redacted] presence on April 29 (purchase date) when we return to the dealership and settle matters but no resolution met.
2) There was no mention about them looking for the car we wanted with the option laser guide cruise control because Mr [redacted] stood firm with the no cooling off period even with me begging to return the car and give me the proper car. Now that they
finally accepted their mistake, their false claim makes me feel to untie the business with them.
3) If not for a flat tire repair on May 09,2015, the vin number error could have not been resolved. We complied to their request the same day of fixing the Vin issue the same day and not further complicate things because things could have been worse if such VIN issue was found out on who knows a car accident incident involving police officers. THEY NEVER OFFERED US TO RETURN THE CAR instead the finance person -who attended to us after hours of wasted time waiting - prepared a said collateral fix and he(finance guy) even mention about doing the paperworks to protect the company. At that point, we were able to finally remove the service agreements and even have a hard time getting rid of the Cilajet item because the finance guy keeps saying it is already applied in the car which is absolutely wrong. Finally fix the issue after a back and forth explanation from our end that he even need to consult "someone" outside his office.
$) IF THEY ARE REALLY HONEST TO ALLOW US TO RETURN THE CAR, WE ARE MORE THAN HAPPY TO DO IT AND WE TAKE OUR TRADE IN VEHICLE AT NO COST AS A COMPENSATION TO ALL THE WASTED TIME,EMOTIONAL/PSYCHOLOGICAL AND PHYSICAL UNREST THEY HAVE CAUSED US WITH THEIR FINALLY ACKNOWLEDGED MISTAKE.NOT TO COUNT HE BIG FAT LIE THAT THEY ALLOW US TO RETURN THEIR CAR. True that the vin number on their record appeared cheaper than what we have but the price that we negotiated in our mind ,I still have the original car tag price, is correct at $ 46,420 MSRP. To enlighten things, Before we started negotiation I already have an amount to offer on the table after multiple research online the lowest haggle price which at least 5k below MSRP which I know is feasible based on previous auto purchases. From 46,420 MSRP they offered on the table 37,000+++. AM not surprised with the difference because the trade in value of our car from WCR toyota is $ 9,000 and they offered only 4,500 until we agreed for 5,500. Knowing how sales manipulates figures, we thought we got a nice deal and thinking they really want us to close the deal on a late night transaction which ended at 1 am, yes, one hour past midnight.
Again, THEY NEVER ALLOW OR OFFER US TO RETURN THE CAR WITH WRONG VIN NUMBER INSTEAD A "COLLATERAL" FIX PAPERWORKS WAS PREPARED TO SETTLE THE ISSUE.
WE ARE WILLING TO GET OUR TRADE IN CAR BACK WITH NO OBLIGATION TO WHATEVER CONDITIONING DONE AS A COMPENSATION OF ALL THE HASSLES THEY HAVE CAUSED US AND STILL DEALING WITH THEM UP TO THIS TIME. GIVE ME MY OLD CAR AND I AM DONE WITH THIS DEALERSHIP'S NON REPUTABLE CUSTOMER RECOVER
or
Give us our demand with no no extra cost with the car option (lase guide cruise/adaptive cruise control) coz I know there is a car out in northern california with the correct options we are looking for and negotiated with full integrity.
We are still hoping for a better response if they do not want to untie us from their business.
As of this time we are exploring legal means with another issue they just created. I hope Revdex.com can help us too. The issue is:
May 29,2015 when we try to fix the VIN error paperworks and signed a new purchase amount but up to now, the loan is not yet updated still reflecting the original loan amount which is 8k
more. We are due this month for our first payment and it sounds like the dealership never updated paperworks which takes only 3 days from filing to funding with online banking.
Initial Business Response /* (1000, 8, 2015/10/05) */
We sent the check to her lien holder on 9/18/2015. They received and posted the check to her loan on 9/21/2015 in the amount of $984.00. The remaining $510.00 will be credited to her loan as soon as Toyota Financial Services processes the...
cancellation. The cancellation was sent to them on 9/17/2015. TFS says it will take about 30 days for her to see it on her statement.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The price is originally listed at $32,023.00 and is listed with the $3,026.00 dealer discount taken off already and listed at $28,997.00 plus tax and license fee's. Toyota has a $2500.00 rebate and $500 bonus cash that can only be applied as down payment. Toyota's rebate and...
bonus cash does not affect the selling price of the vehicle. There is no way we as a dealership can take this price off of the vehicle for [redacted]
Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: [redacted], GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@livermoretoyota.com
Mr. [redacted] is correct that he has a tire rubbing issue and we have committed to correcting the issue. We have been in...
contact and have found the remedy that satisfied him. We have scheduled the work to be performed with our vendor and are coordinating with Mr. [redacted], as we speak.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not. The value of the settlement offered in the sum of $1,763.94 includes parts and labor of which I have agreed. I have quantified the cost using previous quotes from Toyota's vendor 4 Wheel parts in Stockton. I have asked for an invoice prior to performing the work. I have requested this two times 4/27. the below is the email correspondence.
Nitro kit $279.00
Uniball upper arm$664.99
Labor $186.00
Allignment $139.50
Balancing $74.40
Warranty $239.00
Towing fee $250.00
Tax on Nitro $26.51
Total $1,859.40
Quote $1,763.94
Delta $95.46
Initial Business Response /* (1000, 6, 2015/11/05) */
I am going to have the business office cut the lender a check for $355.00 for the 2 items he is requesting.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
Final Business Response /* (4000, 17, 2015/12/15) */
I am not sure what happened between us mailing the check and [redacted] receiving it. I cancelled the last check since it had not been cashed and I am having the business office cut a check and mail it directly to him.
Greg please call me directly if you do not receive it by Monday 12/21/2015. [redacted] Customer Relations Manager [redacted]. Thank you.
Final Consumer Response /* (2000, 19, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have indeed received the check on 12/22/15.
Initial Business Response /* (1000, 9, 2014/12/17) */
Contact Name and Title: [redacted], GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@livermoretoyota.com
On behalf of Livermore Toyota, I am responding to this complaint by [redacted]. Her husband [redacted] came in to purchase...
a truck on 11/24/14 and trade in his truck, to save on gas. He traded in a lifted 4x4 Tacoma and purchased a 4x2 Tacoma which will increase his fuel economy. He worked with an English speaking salesperson and finance manager throughout the entire transaction with no limitations or communication breakdown. The entire transaction was calculated using our online deal desking software, as is the case with all vehicle sales. We have timestamped pdf copies automatically stored online to show the entire negotiation. All of the allegations are false and should be considered as frivolous, we have proof to show LoJack ("low jack") was never offered for "free". We also have proof showing the term and final payment agreed on by Mr. [redacted] and our Asst Sales Manager, [redacted] The total purchase amount of $40,565.71, not $41,000, includes all sales tax, license fees and the negative equity (deficiency balance) of $7,150.00 carried over from their trade-in vehicle. The payment was never an issue, as we got it below his desired payment range. That was all disclosed to Mr. [redacted] during the negotiation and is also included on the timestamped pdf printout available in our online deal desking software.
We, in no way, misrepresented any vehicle or financial detail during this transaction and all communication was in plain English. At no time did Mr. [redacted] express any need or did our staff feel there was a communication barrier. I speak Spanish fluently and am always happy to jump in to translate when needed. I was never asked to help with Mr. [redacted] and our entire staff asks me to help on a regular basis. Mr. [redacted] agreed to purchase the vehicle without us ever speaking with [redacted] and her name was not on the contract. Mr. [redacted] made his decision based on his understanding of the vehicle differences and clear understanding of all financial details. He even agreed to purchase additional insurance products in our finance office while completing all paperwork, which is customary in the auto industry. He received the same pricing we offer all of our products to every customer, every time. He even refused to purchase some products that we offered, which is evidence to his decision making ability.
With all due respect, it would have been more of an unethical or illegal act to NOT sell him this truck than to provide the opportunity for a sane and sober customer to complete this transaction and help him accomplish his objective of getting a 2 wheel drive truck and trade in his 4 wheel drive truck.
On the day they returned, 11/25/14, I met with them after my Assistant Sales Manager told me that an irate customer was yelling at him and other staff. I sat down with them and listened to all [redacted] had to say. She accused us of taking advantage of her husband and demanded that we take the truck back and release the traded in truck back to them. I told her that I was unable to authorize that exchange. She called me a crook and said that I have to undo the transaction and give them their truck back. I explained there is no cooling off period in the state of California. I explained that laws are established to protect the consumer and the business, and they are established to erase all gray area from situations we found ourselves in that morning. She said we took advantage of her husband, repeatedly and that we are crooks. I explained that I am a professional in the industry and do all I can to help customers on a daily basis. That is how I have maintained a 15 year career in the auto industry.
She said that they are paying $41,000 for a truck they don't need. I explained that they paid MSRP for the truck. The additional amount is tax and license fees. Plus they purchased additional products and the deficiency balance was carried over to this new loan in the amount of $7,150. She told me not to question her intelligence, and I let her know I was simply explaining that her husband did not pay $41,000 for a truck. He made a decision and acted on it. She admitted that they had been discussing the purchase of a new truck, but she didn't know he was doing it that day. I asked if there was anything I could do to help, other than take the truck back and return theirs to them, and she said "no", they only wanted to undo the deal. I told her I am unable to do that. I expressed my sympathy that they were having a financial disagreement in their relationship, but there was nothing I could do to help, if that is all they wanted me to do. All paperwork was done and gone to bank. The deal was finalized.
Our salespeople do earn commissions and so do our managers. That's the nature of the business and we should not be judged or deemed shady for earning an honest living. However, we take care of our customers' needs and we earn our pay for that. We are not shady. We sold a truck for its advertised price. Tacoma trucks do not get discounted regularly. Toyota offers no rebates or incentives for Tacoma trucks. They got a square deal all around and spoke perfectly clear English while doing it.
Thank you for hearing our side of this unfortunate situation.
Sincerely,
[redacted]
General Sales Manager
Livermore Toyota-Scion
Initial Business Response /* (1000, 8, 2015/10/16) */
When the customer came in to have vehicle checked out, check engine light was not on. We let her know when the engine light comes back on and stays on consistently to bring it back and that we cannot diagnose a check engine light without...
it being on. It is impossible to know where the code is pulling from when it is not on. She never called back to schedule another appointment.
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.
Sincerely,
[redacted]