Initial Business Response / [redacted] (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 / [redacted] (2000, 7, 2016/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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
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 dayDuring our first conversation he acted like he understood and I felt like he was going to take care of me and fix this situationI 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 meThe deal was not much of a deal for me I am not interested in rolling over 7,onto a new dealIn 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
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 weeks to insure customer(s) were aware of the reason for engine teardown and the reason for a deposit to begin teardown
I am rejecting this response because: Please pardon the delay for this responseI 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 inspectionI obtained a copy of the document they referred to RO#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]
Initial Business Response / [redacted] (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 / [redacted] (2000, 7, 2016/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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
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 dayDuring our first conversation he acted like he understood and I felt like he was going to take care of me and fix this situationI 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 meThe deal was not much of a deal for me I am not interested in rolling over 7,onto a new dealIn 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
Deal was unwound 10-25-@2:40pm, customer did not want to roll negative equity into purchase
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 weeks to insure customer(s) were aware of the reason for engine teardown and the reason for a deposit to begin teardown
I am rejecting this response because: Please pardon the delay for this responseI 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 inspectionI obtained a copy of the document they referred to RO#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]