[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I would also like to state that [redacted] is not addressing the fact that he sold me a damage vehicle and he did not hold up his agreement to trade this 2015 for a 2016. [redacted] as well as others at the dealership have all of my contact information yet no one has made contact with me. I should not have to chase [redacted] or anyone at that dealership to make them hold up their end of the agreement.
Regards,
[redacted]
Tell us why here...Mr. [redacted] did not buy a car from us . His name is no where on the deal he is concerned about. It is against our company policy to discuss any customers information with anybody but the customer.
We use a 3rd party to put our vehicles on the website, sometimes they make errors in the discriptions. This vehicle is no longer on our website. We apologize for the error.
Unfortunately we can not take the vehicle back. We offered several different payment options and terms for the customer in regards to the loan on the vehicle. the customer chose to shorten the time they pay on the car to save money on finance charges, but have an increased payment. We...
received a call from the customer yesterday saying they changed their mind about the shorter term. We are still waiting to hear back as to how they want to proceed.
Thank you for the response. This answer makes sense. Hopefully everything else will be worked out and it is just a misunderstanding that was not explained clearly.
Regards,
[redacted]
!. Chris E[redacted] was never a used car manager
2. Mustafa A[redacted] denies ever telling any customer they have to purchase any products to get any lender to approve a loan. He is also still employed at Lustine.
3. We have no record of any signed cancelation form for maintenance agreement. Yesterday you said you had canceled an extended warranty that you didn't have.
4. Yesterday I sent you two cancelation forms, one for GAP and one for Maintenance to be signed by [redacted] and returned to the dealership for us to process the cancelation and refund. I suggest you put them to my attention.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint:...
[redacted]
I am rejecting this response because:Please see attached.
Regards,
[redacted]
We purchased the car online thru Toyota Finance lease. This unit was a lease turn in at [redacted] of Palm beach. Toyota Finanacial had problems transfering Fla Title to VA. We sent customer extra tags so he was never with out tags. As soon as Toyota Finanacial provided title we [redacted] hard tags to...
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:$1700 has still not been refunded. I need proof of the cancellation, including effective dateNeed an an answer on the interest charges that I have had to pay because of their negligenceMy responses to their statements (also attached in PDF):I
have looked at [redacted]'s deal folder. She did meet with Gaby M[redacted] but did
NOT purchase any aftermarket products. I have scanned and attached copies of
the purchase order (attachments marked #1) and loan
contract (attachment marked #2 ) and you can see there is no
aftermarket products bought or sold, so there is nothing to cancel.
I
did confirm that [redacted] purchased an extended warranty for $2500,
maintenance for $1700, and GAP for $800. In the attached loan contract
(attachments marked # 2) she clearly acknowledged and signed for the
products. In fact, it was electronic[redacted] signed at the dealership which
requires signature and two acknowledgements from the customer.
TRUE. I did sign the paperwork, but as I mentioned,
the second time we filled out the paperwork, we were rushed though the
paperwork and not given an opportunity to review it. Regardless of whether I signed it or not, I am
still entitled to cancel the warranty, and it should have been processed
immediately to get the 60 day process started. In fact, the attachments from
Lustine Toyota show that I indeed had to fill out the same forms over and over
again. Why wasn’t the issue resolved the
first time? Second? Third?
Ms.
Zaidi did contact our dealership in October. She spoke to Mr. Schuyler B[redacted],
Department Head of Finance and Insurance. She requested to cancel ALL
policies on the loan. Mr. B[redacted] told her to please come in the dealership to
sign the necessary forms. She refused and said she wanted to cancel over the
phone. We told her we would like her to sign the cancellation forms in person,
so that we could witness. She hung up. She called again late in November
again refusing to come in without an attorney. We told her the attorney
was welcome. She never came in and her deal folder remained in Mr. B[redacted]'s
office waiting for her to appear.
FALSE. I came into the dealership on three separate occasions: September 27, 2016 (when I spoke to
Mohammed). He gave me one form to fill
out, and would not give us a copy of it (but we were able to take a picture of
it – attached), after insisting that we needed proof of the cancellation.
I stopped by the dealership again,
in November. This time I spoke with
Daniel K[redacted]. He apologized for the bad service we had received, and said he
would look into it. He shared that this
was not Mohammed’s K[redacted]’s first complaint, and that he was currently on
probation for this type of behavior. He gave me his card. A few days after we met, I called him and
left a message asking for an update on the situation, and he did not call me
back.
I stopped by the dealership for a
third time, in early December and this time I asked for the GM of the
dealer. Amine R[redacted] said he was one of
the managers, and asked how he could help us.
I explained the whole situation to him, and he said he would look into
it and get it resolved. It was at this
time that I said, if my issue could not be resolved, I would have to take other
measures, including, but not limited to getting an attorney. He said, that is our right. He gave me his number, and ask that I follow
up with him in a few days, so he could look into it. He did not return my calls.
After having spoken to three
different people, without any resolution or follow-up, I tried calling other
managers at the dealership, hoping someone would resolve my situation. I was happy to fin[redacted] get in touch with Mr.
B[redacted] on December 15, 2016, over the phone.
When I explained the situation to date, he said he would help me resolve
the issue. After we spoke, DeQuoia
H[redacted] emailed me (attached), with cc: to Mr. B[redacted], following up on my
conversation with him, asking me to fill out the two forms, so she could submit
the refund which would take up to 60 days.
I emailed the paperwork back to her a few days later. At no time was I asked to come in to the office
by him, or DeQuoia. I would have been
happy to stop by for a fourth time (as I had already stopped by three times, what’s
one more? I actu[redacted] preferred to deal
with this situation in person vs over the phone or email).
On
December 15th DeQuoia H[redacted], Finance Assistant, was getting ready to deploy
with her Army Reserve Unit and sent out an email with the cancellation
forms ( attachments marked # 3 ). [redacted] contacted DeQuoia, sent her
the forms and we canceled the $2500 warranty and $1700 maintenance for a
complete refund. The insurance companies sent the refund directly to [redacted]. It can take up to 60 days for the bank to credit the account. We
also told [redacted] this.
TRUE. I am not disputing
whether or not DeQuoia sent me the forms. I had
been checking my [redacted] account periodically to check on the credit. As of
February 7th, there was nothing.
So I emailed DeQuoia and Schuyler to get a status on my issue. That is
when I received an email from Margarika P[redacted], asking me to fill out the SAME
two forms (they were not “additional” forms) that I had already filled out,
twice, maybe three times! We spoke on the
phone, and she said that DeQuoia had been deployed, and that she would be
following up on this. Based on my
conversation with Margarika, it didn’t seem like the refund had been
processed. Even though I was very, very
frustrated to fill out the forms again, she was polite, and pleasant to deal
with.
On
February 7, [redacted] sent in two additional forms ( attachments marked #4 ),
one was an additional warranty cancellation form that [redacted] marked
"X" in the box for "OTHER" and then writing
"Unauthorized charge" . This is not true. She authorized the warranty
when she first bought the car by signing the loan contract and warranty
agreement. The second form was [redacted] writing in that she wanted to
"keep GAP insurance" dated 2/7/17.
FALSE. As stated above, the charges were added without
my permission, nor did he review all the charges. I had only agreed to the GAP insurance. He also did not let us review the paperwork because
he was rushing through it. I would also
like to point out, that when we went on 9/27 to speak to Mohammed, there was
another couple waiting to see him for a similar issue. In addition, when we met with Daniel K[redacted],
Finance Manager, he shared that this was not Mohammed’s K[redacted]’s first
complaint, and that he was currently on probation for this type of behavior. It might be a good idea to audit his deals to
ensure these deceptive practices are not a widespread issue.
Update as of February 10,
2017: I checked my [redacted] Account today,
and it looks like the $2500 has finally been refunded, but I still do not see
the $1700. In addition, I should not
have to pay the interest on the amount that should have been refunded months
ago.Regards,
[redacted]
[redacted] purchased a 2015 [redacted] from us trading in her 2009 [redacted]. She signed all the papers and said she was very excited and happy and went home in her new truck. She came in a couple of days later stating her husband was on the title with her on the 2009 [redacted] and he would not sign the title for...
trade in. She asked if she could buy the [redacted] with no trade because she wanted the 2015. We agreed and the bank approved the deal. She signed the new loan papers again and went home in her new [redacted]. A month later or so she came back and said she could not afford the payments and wanted to return the [redacted]. We told her the tag & title work had already been done and we had been paid if full. We would not take the car back because it was now a used car. She left and a month or so later later we got a letter from the AG. We answered the complaint and understand the AG also told [redacted] she bought the [redacted] and we had done nothing wrong.
We dispute that the finance officer hide anything from the customer. Customer had not contacted the store requesting cancelation of any products. First we herad the customer was not happy was from Revdex.com. We contacted the customer, canceled the loan , [redacted] new loan papers without any products . We...
are waiting for there return. Customer is now satisfied according to Ms Jannett A[redacted], Finance Director.
From: Jason D[redacted]<[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:44 PMSubject: app # [redacted]To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>This issue was resolved with the customer. We did not charge the customer the additional Tax money that was...
owed. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-####
This customer has not bought their vehicle into our shop for service since 2014. Having their scheduled maintenance done at our service department is a requirement for the no charge lifetime warranty we provide customers at no charge. This has not been done therefore the warranty on the...
vehicle is void. This is not our requirement it is a requirement from the warranty company, they are the ones that denied the claim not us. thank you
Customer admits she knew what she was signing. We disclosed everything to her. we have done everything above board and legally. The only injustice I see is that the customer is trying to extort this business by making false acusations. We stand by the figures that the customer was aware of, agreed to verbally, and signed for multiple times.
Date: Tue, Jul 28, 2015 at 10:13 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]---------- Forwarded message ----------From: <[redacted]>Date: Mon, Jul 27, 2015 at 3:08 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]" <[redacted]>Please check website regarding Lustine! 36 LUSTINE TOYOTA complaints and reviews[redacted]/Sent from my [redacted]
I. have attached copies of your credit application allowing us to send to different...
lenders to try to secure the best interest rate for you and Mr. Smith. I'm sure you are aware of this since we were able to lower your rate after you already signed a contract at a higher rate. I do see [redacted]'s emails saying he would refund some products to you, since you claimed to him that these items were never installed. You told us in your complaint that these items were quickly installed before you could react when really it was 10 days after your purchase. When Jason found out that you had installed these items on 9/11/17 with our Service department he then rescinded that decision as it appears you were trying to get expensive items for free. That would be like you buying expensive items at [redacted]'s, keeping them but demanding a refund. You have the products, we will not refund what you paid for them. When researching this also found that you ordered a [redacted] Tote bag. After you received the bag, you claimed that you didn't like it and you wanted a JEEP Tote bag. We ordered that one and sent it to you but you never returned the first one you received. Please return it. On the TV script you can see exactly what the commercial says. it does not say that [redacted] and Bumper to Bumper are one item. If you looking on the margin of the script that has a list of the different messages to go over in the commercial. The margin items are not heard in the commercial.Jim G[redacted]
The only coverage purchased was a maintenance plan. If [redacted] would like to come to the dealership I would be happy to go over her paperwork with her and explain the products that she purchased.
[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.]
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]
[redacted] leased a car from us on 9/1/2016. The deal is cashed and titled in VA. She has buyer remorse. We will not back out car or chage orice.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I would also like to state that [redacted] is not addressing the fact that he sold me a damage vehicle and he did not hold up his agreement to trade this 2015 for a 2016. [redacted] as well as others at the dealership have all of my contact information yet no one has made contact with me. I should not have to chase [redacted] or anyone at that dealership to make them hold up their end of the agreement.
Regards,
[redacted]
Tell us why here...Mr. [redacted] did not buy a car from us . His name is no where on the deal he is concerned about. It is against our company policy to discuss any customers information with anybody but the customer.
We use a 3rd party to put our vehicles on the website, sometimes they make errors in the discriptions. This vehicle is no longer on our website. We apologize for the error.
Unfortunately we can not take the vehicle back. We offered several different payment options and terms for the customer in regards to the loan on the vehicle. the customer chose to shorten the time they pay on the car to save money on finance charges, but have an increased payment. We...
received a call from the customer yesterday saying they changed their mind about the shorter term. We are still waiting to hear back as to how they want to proceed.
Thank you for the response. This answer makes sense. Hopefully everything else will be worked out and it is just a misunderstanding that was not explained clearly.
Regards,
[redacted]
!. Chris E[redacted] was never a used car manager
2. Mustafa A[redacted] denies ever telling any customer they have to purchase any products to get any lender to approve a loan. He is also still employed at Lustine.
3. We have no record of any signed cancelation form for maintenance agreement. Yesterday you said you had canceled an extended warranty that you didn't have.
4. Yesterday I sent you two cancelation forms, one for GAP and one for Maintenance to be signed by [redacted] and returned to the dealership for us to process the cancelation and refund. I suggest you put them to my attention.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint:...
[redacted]
I am rejecting this response because:Please see attached.
Regards,
[redacted]
We purchased the car online thru Toyota Finance lease. This unit was a lease turn in at [redacted] of Palm beach. Toyota Finanacial had problems transfering Fla Title to VA. We sent customer extra tags so he was never with out tags. As soon as Toyota Finanacial provided title we [redacted] hard tags to...
customer. Customer has tags.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:$1700 has still not been refunded. I need proof of the cancellation, including effective dateNeed an an answer on the interest charges that I have had to pay because of their negligenceMy responses to their statements (also attached in PDF):I
have looked at [redacted]'s deal folder. She did meet with Gaby M[redacted] but did
NOT purchase any aftermarket products. I have scanned and attached copies of
the purchase order (attachments marked #1) and loan
contract (attachment marked #2 ) and you can see there is no
aftermarket products bought or sold, so there is nothing to cancel.
I
did confirm that [redacted] purchased an extended warranty for $2500,
maintenance for $1700, and GAP for $800. In the attached loan contract
(attachments marked # 2) she clearly acknowledged and signed for the
products. In fact, it was electronic[redacted] signed at the dealership which
requires signature and two acknowledgements from the customer.
TRUE. I did sign the paperwork, but as I mentioned,
the second time we filled out the paperwork, we were rushed though the
paperwork and not given an opportunity to review it. Regardless of whether I signed it or not, I am
still entitled to cancel the warranty, and it should have been processed
immediately to get the 60 day process started. In fact, the attachments from
Lustine Toyota show that I indeed had to fill out the same forms over and over
again. Why wasn’t the issue resolved the
first time? Second? Third?
Ms.
Zaidi did contact our dealership in October. She spoke to Mr. Schuyler B[redacted],
Department Head of Finance and Insurance. She requested to cancel ALL
policies on the loan. Mr. B[redacted] told her to please come in the dealership to
sign the necessary forms. She refused and said she wanted to cancel over the
phone. We told her we would like her to sign the cancellation forms in person,
so that we could witness. She hung up. She called again late in November
again refusing to come in without an attorney. We told her the attorney
was welcome. She never came in and her deal folder remained in Mr. B[redacted]'s
office waiting for her to appear.
FALSE. I came into the dealership on three separate occasions: September 27, 2016 (when I spoke to
Mohammed). He gave me one form to fill
out, and would not give us a copy of it (but we were able to take a picture of
it – attached), after insisting that we needed proof of the cancellation.
I stopped by the dealership again,
in November. This time I spoke with
Daniel K[redacted]. He apologized for the bad service we had received, and said he
would look into it. He shared that this
was not Mohammed’s K[redacted]’s first complaint, and that he was currently on
probation for this type of behavior. He gave me his card. A few days after we met, I called him and
left a message asking for an update on the situation, and he did not call me
back.
I stopped by the dealership for a
third time, in early December and this time I asked for the GM of the
dealer. Amine R[redacted] said he was one of
the managers, and asked how he could help us.
I explained the whole situation to him, and he said he would look into
it and get it resolved. It was at this
time that I said, if my issue could not be resolved, I would have to take other
measures, including, but not limited to getting an attorney. He said, that is our right. He gave me his number, and ask that I follow
up with him in a few days, so he could look into it. He did not return my calls.
After having spoken to three
different people, without any resolution or follow-up, I tried calling other
managers at the dealership, hoping someone would resolve my situation. I was happy to fin[redacted] get in touch with Mr.
B[redacted] on December 15, 2016, over the phone.
When I explained the situation to date, he said he would help me resolve
the issue. After we spoke, DeQuoia
H[redacted] emailed me (attached), with cc: to Mr. B[redacted], following up on my
conversation with him, asking me to fill out the two forms, so she could submit
the refund which would take up to 60 days.
I emailed the paperwork back to her a few days later. At no time was I asked to come in to the office
by him, or DeQuoia. I would have been
happy to stop by for a fourth time (as I had already stopped by three times, what’s
one more? I actu[redacted] preferred to deal
with this situation in person vs over the phone or email).
On
December 15th DeQuoia H[redacted], Finance Assistant, was getting ready to deploy
with her Army Reserve Unit and sent out an email with the cancellation
forms ( attachments marked # 3 ). [redacted] contacted DeQuoia, sent her
the forms and we canceled the $2500 warranty and $1700 maintenance for a
complete refund. The insurance companies sent the refund directly to [redacted]. It can take up to 60 days for the bank to credit the account. We
also told [redacted] this.
TRUE. I am not disputing
whether or not DeQuoia sent me the forms. I had
been checking my [redacted] account periodically to check on the credit. As of
February 7th, there was nothing.
So I emailed DeQuoia and Schuyler to get a status on my issue. That is
when I received an email from Margarika P[redacted], asking me to fill out the SAME
two forms (they were not “additional” forms) that I had already filled out,
twice, maybe three times! We spoke on the
phone, and she said that DeQuoia had been deployed, and that she would be
following up on this. Based on my
conversation with Margarika, it didn’t seem like the refund had been
processed. Even though I was very, very
frustrated to fill out the forms again, she was polite, and pleasant to deal
with.
On
February 7, [redacted] sent in two additional forms ( attachments marked #4 ),
one was an additional warranty cancellation form that [redacted] marked
"X" in the box for "OTHER" and then writing
"Unauthorized charge" . This is not true. She authorized the warranty
when she first bought the car by signing the loan contract and warranty
agreement. The second form was [redacted] writing in that she wanted to
"keep GAP insurance" dated 2/7/17.
FALSE. As stated above, the charges were added without
my permission, nor did he review all the charges. I had only agreed to the GAP insurance. He also did not let us review the paperwork because
he was rushing through it. I would also
like to point out, that when we went on 9/27 to speak to Mohammed, there was
another couple waiting to see him for a similar issue. In addition, when we met with Daniel K[redacted],
Finance Manager, he shared that this was not Mohammed’s K[redacted]’s first
complaint, and that he was currently on probation for this type of behavior. It might be a good idea to audit his deals to
ensure these deceptive practices are not a widespread issue.
Update as of February 10,
2017: I checked my [redacted] Account today,
and it looks like the $2500 has finally been refunded, but I still do not see
the $1700. In addition, I should not
have to pay the interest on the amount that should have been refunded months
ago.Regards,
[redacted]
[redacted] purchased a 2015 [redacted] from us trading in her 2009 [redacted]. She signed all the papers and said she was very excited and happy and went home in her new truck. She came in a couple of days later stating her husband was on the title with her on the 2009 [redacted] and he would not sign the title for...
trade in. She asked if she could buy the [redacted] with no trade because she wanted the 2015. We agreed and the bank approved the deal. She signed the new loan papers again and went home in her new [redacted]. A month later or so she came back and said she could not afford the payments and wanted to return the [redacted]. We told her the tag & title work had already been done and we had been paid if full. We would not take the car back because it was now a used car. She left and a month or so later later we got a letter from the AG. We answered the complaint and understand the AG also told [redacted] she bought the [redacted] and we had done nothing wrong.
We dispute that the finance officer hide anything from the customer. Customer had not contacted the store requesting cancelation of any products. First we herad the customer was not happy was from Revdex.com. We contacted the customer, canceled the loan , [redacted] new loan papers without any products . We...
are waiting for there return. Customer is now satisfied according to Ms Jannett A[redacted], Finance Director.
From: Jason D[redacted]<[redacted]@lustine.com>Date: Fri, Oct 23, 2015 at 4:44 PMSubject: app # [redacted]To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>This issue was resolved with the customer. We did not charge the customer the additional Tax money that was...
owed. Jason D[redacted]General ManagerLustine Chrysler Jeep Dodge[redacted]@lustine.com###-###-####
This customer has not bought their vehicle into our shop for service since 2014. Having their scheduled maintenance done at our service department is a requirement for the no charge lifetime warranty we provide customers at no charge. This has not been done therefore the warranty on the...
vehicle is void. This is not our requirement it is a requirement from the warranty company, they are the ones that denied the claim not us. thank you
When customer cancels product the state government does not refund any taxes.
Customer admits she knew what she was signing. We disclosed everything to her. we have done everything above board and legally. The only injustice I see is that the customer is trying to extort this business by making false acusations. We stand by the figures that the customer was aware of, agreed to verbally, and signed for multiple times.
Date: Tue, Jul 28, 2015 at 10:13 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]---------- Forwarded message ----------From: <[redacted]>Date: Mon, Jul 27, 2015 at 3:08 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]" <[redacted]>Please check website regarding Lustine! 36 LUSTINE TOYOTA complaints and reviews[redacted]/Sent from my [redacted]
I. have attached copies of your credit application allowing us to send to different...
lenders to try to secure the best interest rate for you and Mr. Smith. I'm sure you are aware of this since we were able to lower your rate after you already signed a contract at a higher rate. I do see [redacted]'s emails saying he would refund some products to you, since you claimed to him that these items were never installed. You told us in your complaint that these items were quickly installed before you could react when really it was 10 days after your purchase. When Jason found out that you had installed these items on 9/11/17 with our Service department he then rescinded that decision as it appears you were trying to get expensive items for free. That would be like you buying expensive items at [redacted]'s, keeping them but demanding a refund. You have the products, we will not refund what you paid for them. When researching this also found that you ordered a [redacted] Tote bag. After you received the bag, you claimed that you didn't like it and you wanted a JEEP Tote bag. We ordered that one and sent it to you but you never returned the first one you received. Please return it. On the TV script you can see exactly what the commercial says. it does not say that [redacted] and Bumper to Bumper are one item. If you looking on the margin of the script that has a list of the different messages to go over in the commercial. The margin items are not heard in the commercial.Jim G[redacted]
The only coverage purchased was a maintenance plan. If [redacted] would like to come to the dealership I would be happy to go over her paperwork with her and explain the products that she purchased.
[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.]
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]