Los Alamos Roofing, Inc.

I am rejecting this response because:When I put down the deposit I was told something else and now after Toyota looked at the car they are claiming something elseI did not sign anything at the time of putting down the deposit on 7/besides my credit card transaction receipt.on 8-11: after that when I went to get a refund on the deposit I was told to sign documents first and then receive my partial deposit back and receive my copy's documents on the vehicleNot only does this company mislead there customers but are they providing horrible customer serviceWho tells a customer they don't want to do business with themI am no longer a loyal customer with ToyotaTheir management team don't care about there customers all they care about is making money

Vehicle came in for DSF air bag inflator module campaignInspection done as courtesy and customer signed RO#authorizingRecommendations were made based on inspection findings for Sequoia w/ milesAs per technician notes on RO#12460, ABS and TRAC warning lights were on prior to
service (no diag performed)
See attached documentation

Initial Business Response /* (1000, 5, 2016/04/25) */
Customer was accommodated and unwound from an earlier purchase of a Sienna due to her not feeling comfortable with the vehicle after a check engine light came on (diagnosed as an oxygen sensor).The vehicle had over miles on it since
it's purchase
We advised the customer at the time that the vehicle would now have to be sold as used and would lose all incentives, rebates, new car pricing, etcso we would be charging a restocking feeThe unwound vehicle was then sold as used at a loss of (we have dated documents to support this)The customer later called on Apr 11th and stated she was unhappy with the re-stocking feeAs the new deal was already funded and her trapaid off, we offered to provide a free tank of gas (this was noted on her name file in our DMS system (also dated documentation to support this), however, service deptapparently missed the note and advised the customer to see the sales dept to clarify/acknowledge the goodwill offer
In addition, the customer states that she paid for a rear DVD system - this is not true, the contract shows that the DVD system was charged at parts and labourThis particular accessory is installed and quoted by a 3rd party vendor
After speaking with the VP of the company - he has agreed to refund the restocking fee of to the customer as a goodwill gesture and a message was left on the customer's voicemail as of 04/25/at 10:35am
Initial Consumer Rebuttal /* (2000, 7, 2016/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Customer towed in Corolla, July 5th 2017, complaining of warning lights and drivability issuesAt no charge, we exported ECU trouble codes, and codes indicated internal engine failureWe phoned customer to report that the engine would need to be torn down to determine cause and to estimate
cost of repairs needed, a quote of was given for engine teardown and customer was told that the Toyota field tech would inspect and determine if any warranty was applicableService advisor and service director spoke to both parties (husband and wife) on several occasions regarding options including a teardown deposit being required should the customer decide to pursue the problemThe customer was told that the deposit would cover teardown of engine and reassembly should warranty and/or repairs be declined Once engine was torn down, it was obvious to Toyota FTS that a plastic piece from a recent collision had broken from the inside of the intake manifold and had lodged in a position that knocked of a rocker arm, and damaged a pistonToyota FTS deemed outside influence caused engine failure so therefore not warrantableCustomer was notified and quoted for engine repair / rebuildCustomer declinedCustomer also declined reassembly so 1/of the teardown deposit was refunded (on 08-11-17) and engine parts were provided for customer to tow vehicle awayWe feel the customer is being very dishonest and is trying to get engine work for freeThis is exactly why we have a policy in place that requires deposits for teardowns, the customer always has the option to refuse teardown and take their vehicle - no work starts until customer authorizes and pays the deposit** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***
Thank you,
*** ***, Customer Relations Mgr
###-###-####
***

Customer requested and authorized cancellation of additional add-ons for this vehicle 9/16/17, the customer was advised via phone that the ONLY aitem was her GAPThey also submitted a request and authorization for cancellation of add-on's on a second vehicle 6/07/which included GAP as well
as an extended warranty (that cancellation was resubmitted on 7/14/after we were notified by the customer that they had not seen an adjustment to their billing statement)The customer then apparently had an accident in the 1st vehicle which was deemed a "total" on or about 10-14-(months after cancellation)Both authorizations are attached
As both cancellation authorizations included GAP, and the customer was contacted to confirm that they truly wanted the cancellations - we had no reason to believe otherwiseAs *** *** is also on the contract with *** ***, Toyota does not require both signatures to facilitate cancellation of add-on'sThe Cancellation Administrator and the General Sales Manager have explained this to the customer in depth
Thank you,
*** *** CRM

The attached document from customer is the customer copy of initial RO
I have attached the signed Invoice and the signed ROAgain, inspection is done as courtesy at no charge to customer...no work was performed other than recall

*** *** did in fact contact our dealership and did in fact deal with our salesperson GodwinHowever, the statements from the Sales Manager and the Salesperson differ in that, the customer defined what he wanted to pay for a new TRD and what he wanted for trade valueBack and forth
negotiations occurred and ultimately the customer was told that if we were to give him the TRD at the price he wanted, we would not be able to pay the trade price he wanted (the TRD price was below invoice price).....The customer continued to press for his ideal bottom line and the final statement from the Salesperson (as indicated in the text messages that the customer sent me) was “sorry man”, indicating a deal could not be madeWhen the customer contacted Godwin again, Godwin stated that yes the customer could come to the dealership, welcoming another chance to try and negotiate a fair deal, but the customer mistook that as an agreement that we would provide the pricing that the customer kept requestingI spoke with the customer after the fact, received the copies of the texts from the customer and confirmed that there was not a commitment to any deal....no contract was initiated, the customer was not happy, and did not accept that there was a misunderstanding and that he played a role in that misunderstandingHe is welcome to see if another Toyota dealership will sell their vehicles at a loss Thank you, Regards, Cathryn Fleming Customer Relations Manager

Authorization was received initially via signed RO and subsequently via phone by both Mr and Mrs [redacted].
Many conversations took place over the course of 2 weeks to insure customer(s) were aware of the reason for engine teardown and the reason for a deposit to begin teardown.

Residual is not added to a new loan, negative equity (the amount remaining to satisfy the lease)is. No lender "forgives" the remaining balance on a loan whether it is a lease or a retail sale. If another car is purchased and there is negative equity remaining on the previous term, it is incorporated...

(rolled)into the new deal. We are currently working with this customer to see if we can help. There appears to be a misunderstanding on what she owes on her current vehicle, the residual would be considered only once the lease is completed and the customer decides to buy the car out. She has been contacted by our General Sales Manager to explain this and is coming in to the dealership 10-26-17.

Deal was unwound 10-25-17 @2:40pm, customer did not want to roll negative equity into purchase

I am rejecting this response because: I am no longer going into Toyota of Riverside today as stated in the response.  I had received a phone call from [redacted], we talked several times throughout the day. During our first conversation he acted like he understood and I felt like he was going to take care of me and fix this situation. I did tell him I would go see him on Saturday because he said he had a great deal for me.  I did't want to waste my time of their's so I asked the simple question, what is it that your going to do for me.  He said that he had a car that was returned and could workout a deal for me. The deal was not much of a deal for me I am not interested in rolling over 7,000 onto a new deal. In my original complaint I used the term residual because that was the same word used to describe what had happened to me by a finance manager from Toyota at one point in time.   I told [redacted] the only way this situation will make sense is if they buy back the car for what is owed and we start the process over, he said that he needed to speak to the higher ups and get back to me.  I have yet to hear back.  It saddens me that I have only owned Toyota cars and now my love for Toyota has ended.  I can't even get my car serviced without being reminded about what happened, and the look on any sales associate that hears and sees how bad we were screwed is confirmation on how I feel.

I am rejecting this response because:
Please pardon the delay for this response. I had to obtain copies of all documents produced by the business for review.  In their response they mentioned that my niece who brought the vehicle in signed a document for a courtesy inspection. I obtained a copy of the document they referred to RO#12460 and this proved not to be a true statement as there is no signature.  As I mentioned before the problems I cited in the original complaint only manifested themselves immediately after leaving the dealership and I still would like the aforementioned follow up and outcome.   [redacted]