Medco Ambulance

CRM called and spoke with customerCRM informed customer that he would do some research and follow up

[redacted] 9.9.15Condition: The Customer was under the impression that she would be approved for her new vehicle but the financing didn't get approved so she had to return the new vehicle after one weekAdditionally, when they returned the vehicle to her she expected that the repairs would be completed on her trade but were notThe Brakes have been an issue since she bought the car in MarchShe has been here multiple timesHer last visit, service recommended new tires due to not rotation the tires but, she was under the impression that the rear brakes had been serviced and the tires have been rotated Cause: The new vehicle loan did not get approved so they had to unwind the dealThe repairs that she is concerned with were not fixed yetService has addressed the brakes issueBut It will need to be looked at againRemedy: SM contacted the customer to set up a service appt for 9/10/at 4:15pm CRM contacted the customer (9/at 2pm) to understand the whole situation and the customer is ok with everything at this point9/11/15: Update, [redacted] came in to have her brakes serviced on 9/@ no chargeUnfortunately as far as the other complaint, about not being approved for the new vehicle, there is not much Toyota could do about thatBut apologize

On June 3rd Ms [redacted] E-mailed Myself,Gilbert O [redacted] Customer Relations ManagerMs [redacted] informed me that she still had not received the gift cardsImmediately I personally picked up $gift cards for [redacted] They were 2nd day mailed to Ms[redacted] On June 9th I received a confirmation e-mail from Ms [redacted] stating she received the gift cards

The customer feels like they were misinformed about the Theft Code program and requested that they be refunded the amount for that featureI contacted the customer and apologized and assured them that we will cancel the optional coverage and refund the full amount of $We truly value our
customers and want them to be confident with their purchase and experience here at Bell Road Toyota

Unfortunately it appears there are some things that were misunderstoodMaybe not explained correctly, but the value that Mr*** claims to have been quoted for his trade was $which is the same amount that he was given for his trade on his sales contractThe $difference that he is
referring to is the difference to pay off his auto loanThe Balance on his auto loan was $3900. If you accept less for your car, you are accountable for the remainder of the loanAs far as the alarm goes, we equip all of the vehicles on our dealership lot with an alarmThe customer is given the option at the time of purchase to include the cost of the alarm on their contract and it is left in the carIf the customer declines then it is deactivatedIt is possible that this process wasn’t properly explained to Mr***

The original price of the vehicle was $18600. The trade in amount is not disputed...$3500. The price of the vehicle was increased by $to make the total price $19000. This was done to offset the trade in amount being less than what was negotiated. The problem is that the total price was increased by $twice (18600+and then an additional described as "*** *** *** *** ***")...and the finance officer said it was only increased once (thus, misrepresentation). Attached is the contract and circled are the amounts that the finance officer said canceled out...but in reality, the total price never changes when the additional $is added. This was brought to Toyota's attention the VERY NEXT DAY (after purchase) because I admitted to missing the fact that they didn't cancel out (upon signing) and offered to return if not corrected. Toyota denied the return and has yet to address the misrepresentation. Also worth noting...Paperwork was signed at the time the actual deal was made with sales showing the offer that was agreed upon...$+ $for trade in (Toyota refuses to disclose this). As for the security, I also agree I did not pay for it to remain in the vehicle. I was never told that it would be removed if I didn't pay nor is there any paperwork that shows that it was declined (that I am aware of). So, Toyota never told me or had me sign for anything that allowed them to alter the vehicle from when I test drove it. When the security system was removed, I was told that the vehicle was being washed and did not realize it was removed until later. Once again, management at Toyota turns a blind eye to the facts. I have told them to provide anything in paperwork that shows this to be incorrect...and they have not provided documentation (which I would think they need to have) that will lay this issue to rest

To Whom It May Concern: I spoke with the Finance Director (*** ***) and the Finance Manager (*** ***) in regards to the car deal for *** ***The three of us pulled the original car deal and reviewed the paper workIn the deal, it shows a signed buyers order which clearly
states the loan would be for monthsThe 2.9% interest rate is advertised for certified vehicles on a month loan onlyMs*** signed and agreed to a month loanAddressing the Finishing Touch, this type of add on is never done without the customers approval, and is considered a “hard add”This means it is not refundableHowever, Ms*** is welcome to come in to the dealership and sign the required paperwork to cancel the GAP insurance on the vehicle if she so choosesThere was no unauthorized price hikeAll documents were reviewed and signed by Ms***There will be no $1,refund issuedI apologize for the confusion and misunderstanding that Ms*** experienced during the time of the purchase of her vehicle at Bell Road ToyotaGreat customer service is our number one priorityIf Ms*** has any further questions she is welcome to call me or a finance manager at any timeWe thank you for your business *** ***Customer Relations Manager

[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Good Morning sir, I do apologize about the miss communicationIt is not in Bell Road Toyota policy to offer free gas cardsWe have now nor have we ever offered this to any customersWe do provide a full tank of gas with every new car purchaseWe also offer complimentary car washes for existing
service customersOnce again I do apologize for the misunderstanding. GILBERT AO***Customer Relations ManagerBell Road ToyotaMain LineDirect Line***

I apologize for this misunderstanding however; the claims against Bell Road Toyota are incorrectAccording to the sales contract that Mr*** provided, the $was not charged timesThat fact is incorrectAs I previously stated the trade in had a loan balance of $the amount that was agreed upon at the time of sale was $The $difference is Mr***’s responsibility to settle his loanThat amount is shown on the contract, *** *** *** *** ***The $is only charged one time, not two as Mr*** claimsNothing was unethical about this sales contractThe $was not added to the cost of the car, it was added to the total loan balance. I have attached the document that Mr*** provided me to show that there were two $charges, I only see oneThe other is negativeThe alarm still exists on the car, it is not activatedMr*** can choose to activate the alarm for the cost of $595.00.The security that was paid for is activeIt is called Theft CodeIt is a theft recovery serviceThe VIN is etched into different panels on the vehicle in case it is stolen and parted outIf the car is not located within days, the customer will receive a settlement from Theft Code in the amount of $2,500.00. I have attached that document

Please feel free to call Mr. Gilbert O[redacted] [redacted]

Customer brought in a 1999 Toyota 4Runner for pre purchase inspection. While vehicle was being inspected there were some issues that were missed by the technician.  Contacted  SM in concern to issues. He stated that Bell Road Toyota is going to do all necessary repairs at NO cost to the...

customer.

CRM called and spoke with customer. CRM informed customer that he would do some research and follow up.

Dear Bell ToyotaFirst of all, I suggest that the manager of the Dealership speaks with Ms Renee and this is what was agreed as per the test drive arrangements. Now the Dealership is going back on their word and what more can you expect from a business like this.Also the rude behaviour towards me is not addressed by the manager of Ms Renee.Therefore this matter remains unresolved.Thank you[redacted]

[redacted] 9.9.15Condition: The Customer was under the impression that she would be approved for her new vehicle but the financing didn't get approved so she had to return the new vehicle after one week. Additionally, when they returned the vehicle to her she expected that...

the repairs would be completed on her trade but were not. The Brakes have been an issue since she bought the car in March. She has been here multiple times. Her last visit, service recommended new tires due to not rotation the tires but, she was under the impression that the rear brakes had been serviced and the tires have been rotated.               Cause: The new vehicle loan did not get approved so they had to unwind the deal. The repairs that she is concerned with were not fixed yet. Service has addressed the brakes issue. But It will need to be looked at again. Remedy: SM contacted the customer to set up a service appt for 9/10/15 at 4:15pm CRM contacted the customer (9/9 at 2pm) to understand the whole situation and the customer is ok with everything at this point. 9/11/15: Update, [redacted] came in to have her brakes serviced on 9/10 @ no charge. Unfortunately as far as the other complaint, about not being approved for the new vehicle, there is not much Toyota could do about that. But apologize.

On June 3rd Ms [redacted] E-mailed Myself,Gilbert O[redacted] Customer Relations Manager. Ms. [redacted] informed me that she still had not received the gift cards. Immediately I personally picked up 2 $25.00 gift cards for [redacted]. They were 2nd day mailed to Ms.[redacted]. On June 9th I received a...

confirmation e-mail from Ms [redacted] stating she received the gift cards.