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.
The amount set up in the deal to make the pay off on Ms. [redacted]’s trade in was high ($18,750.00). The actual amount of the payoff was $18,361.61. The difference is $388.39. The accounting office was waiting for the lien holder to release the title to Bell Road Toyota before a check was cut for the difference. Today, May 4th 2015 the title for the trade came in the mail. A check will be issued to Ms. [redacted] for $388.39 and mailed to the address on file. She should receive the check within 7-10 business days. As far as what happened in the finance department, it appears as though there was a misunderstanding between the finance manager and Ms. [redacted]. Our finance team’s policy is to never make a promise or advise a customer to not make a payment, or that an automatic payment will stop. This matter is between Ms. [redacted] and her previous lien holder. I apologize for the misunderstanding. At this time, no other actions or goodwill will be taken.
Unfortunately it appears there are some things that were misunderstood. Maybe not explained...
correctly, but the value that Mr. [redacted] claims to have been quoted for his trade was $3500 which is the same amount that he was given for his trade on his sales contract. The $400 difference that he is referring to is the difference to pay off his auto loan. The Balance on his auto loan was $3900. If you accept less for your car, you are accountable for the remainder of the loan.
As far as the alarm goes, we equip all of the vehicles on our dealership lot with an alarm. The 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 car. If the customer declines then it is deactivated. It is possible that this process wasn’t properly explained to Mr. [redacted].
I was very disappointed. About 4 years ago I was there and had older ladies working there. This time 3 teen girls worked there and sat and colored on fabric. I was looking for a table runner pattern designed by Eleanor Burns and they didn't offer any help. Then went I went to look at the basement fabrics the 2 middle aged women followed me around as if I was going to put a bolt of fabic under my clothes! So I will not spend 5 hours driving there again. I was so exited to go and it had become so commercialized and higher priced. I am not filing a complaint just my personal opinion and experience there.
I apologize for this misunderstanding however; the claims against Bell Road Toyota are incorrect.
According to the sales contract that Mr. [redacted] provided, the $400 was not charged 2 times. That fact is incorrect. As I previously stated the trade in had a loan balance of $3900.00 the amount that was agreed upon at the time of sale was $3500.00. The $400.00 difference is Mr. [redacted]’s responsibility to settle his loan. That amount is shown on the contract, [redacted]. The $400 is only charged one time, not two as Mr. [redacted] claims. Nothing was unethical about this sales contract. The $400 was not added to the cost of the car, it was added to the total loan balance. I have attached the document that Mr. [redacted] provided me to show that there were two $400 charges, I only see one. The other is negative.
The alarm still exists on the car, it is not activated. Mr. [redacted] can choose to activate the alarm for the cost of $595.00.
The security that was paid for is active. It is called Theft Code. It is a theft recovery service. The VIN is etched into different panels on the vehicle in case it is stolen and parted out. If the car is not located within 30 days, the customer will receive a settlement from Theft Code in the amount of $2,500.00. I have attached that document.
Nearly two weeks after thinking that the car we had purchased was mine, I received a call from the finance guy Barry telling me that the bank needed verification of my income. I asked if there was anything I needed to be concerned about, and he swore up and down that all they needed was the verification and all would be well. So I brought in another pay stub and my work offer letter that included all my information on it and proved my income. As soon as I got there, finance guy Barry looked at it, and told me "the banks going to need more money from you." I was shocked. I already put down 15% of the price of the car and now he claims they would need an additional FOUR THOUSAND to make the deal work. That would mean that I put down nearly 60% of the price of the car. That's outrageous!! I literally laughed at him, thinking he was out of his dang mind. BUT he said they would be happy to get me into a brand new 2015 Toyota, as long as I leased it. So I refused and I told him I will bring the car back and gladly go somewhere else. So I go clear out the car and come back to get my refund. The next thing I know, Barry "accidentally" charged my debit card for ANOTHER $1,500! At this point I am fuming mad and to top it off, all they are willing to do is say "we can just issue the refund" and kept telling me it goes back instantly. BS! Everyone knows that refunds take 3-7 business days to come back. So now I have no car and no down payment to go find another car until next week. At this point I demanded to talk to finance director Tom M[redacted] (who avoided me every step of the way). It took an additional 40 minutes for him to come out of his office. He had the audacity to tell me this was my fault for lying about my income. Which was funny because I asked him to show me where I lied about my income, and he couldn't find a single document showing that I lied. This man was an absolute joke and even threatened to kick us out because I was pissed off. They just lost a sale, and lost all credibility. Beware of this places shady dealings.
[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 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,
[redacted]
I apologize the response wasn't what Ms. [redacted] had hoped to hear. The options available to Ms. [redacted] are, she can trade the vehicle in if she no longer wants it. She is also welcome to make an appointment with the service department to have the odor issue addressed again. As for the GAP cancellation goes, we will need Ms. [redacted] to come in to the dealership and see a finance manager to sign the required documents in order to cancel the GAP coverage.
12/29/2016 - I have been negotiating a price on a new Toyota Corolla with Bell Road Toyota for the past three weeks with Chad Hamilton their Internet Sales Manager. They gave me a complete out the door price of $17,133 on a 2017 Corolla SE model (I have all their emails). I sent a few emails confirming it. I called in and they assured me that is the price I will pay. I called and Chad said he will be in the show roon in one hour. I went in but Chad wasn’t there. Ernesto was assigned to take care of the sale. I asked again for Chad but Ernesto assured me he works with Chad in the same Internet department. Ernesto pulls the records and confirms the price quoted is $17,133.00 dollars. We go for a test drive and choose the color. He asks if I have a trade in. I showed him my car but mentioned I wasn’t interested in trading it in. He asks if he can price it for me as a trade in and I accepted. My car according to KBB is worth $3500 but they offer me $800 dollars for it. I told them I can get more selling it myself. All of the sudden the quoted price changes to $2600.00 dollars over the negotiated price. I asked if the price was going to be $2600 dollars more why didn't they notify me before I went in. They simply stated they cannot sell me the car at the quoted price. They quote you a low price just to get you in so they can work on you. They run a bait and switch scam. They will say anything to get you in and then switch the price on you. No one forced them to give a low price. They knew upfront before they gave the price if they could or could not sell the car for the quoted price. If they could not sell it at the price they give, they should not quote low and unreasonable prices. They practice deceptive and false advertising, and once you are in they manipulate and pressure you in paying more.
[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.
the response made by the business in reference to complaint ID [redacted], 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,
[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.
The amount set up in the deal to make the pay off on Ms. [redacted]’s trade in was high ($18,750.00). The actual amount of the payoff was $18,361.61. The difference is $388.39. The accounting office was waiting for the lien holder to release the title to Bell Road Toyota before a check was cut for the difference. Today, May 4th 2015 the title for the trade came in the mail. A check will be issued to Ms. [redacted] for $388.39 and mailed to the address on file. She should receive the check within 7-10 business days. As far as what happened in the finance department, it appears as though there was a misunderstanding between the finance manager and Ms. [redacted]. Our finance team’s policy is to never make a promise or advise a customer to not make a payment, or that an automatic payment will stop. This matter is between Ms. [redacted] and her previous lien holder. I apologize for the misunderstanding. At this time, no other actions or goodwill will be taken.
Unfortunately it appears there are some things that were misunderstood. Maybe not explained...
correctly, but the value that Mr. [redacted] claims to have been quoted for his trade was $3500 which is the same amount that he was given for his trade on his sales contract. The $400 difference that he is referring to is the difference to pay off his auto loan. The Balance on his auto loan was $3900. If you accept less for your car, you are accountable for the remainder of the loan.
As far as the alarm goes, we equip all of the vehicles on our dealership lot with an alarm. The 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 car. If the customer declines then it is deactivated. It is possible that this process wasn’t properly explained to Mr. [redacted].
I was very disappointed. About 4 years ago I was there and had older ladies working there. This time 3 teen girls worked there and sat and colored on fabric. I was looking for a table runner pattern designed by Eleanor Burns and they didn't offer any help. Then went I went to look at the basement fabrics the 2 middle aged women followed me around as if I was going to put a bolt of fabic under my clothes! So I will not spend 5 hours driving there again. I was so exited to go and it had become so commercialized and higher priced. I am not filing a complaint just my personal opinion and experience there.
I apologize for this misunderstanding however; the claims against Bell Road Toyota are incorrect.
According to the sales contract that Mr. [redacted] provided, the $400 was not charged 2 times. That fact is incorrect. As I previously stated the trade in had a loan balance of $3900.00 the amount that was agreed upon at the time of sale was $3500.00. The $400.00 difference is Mr. [redacted]’s responsibility to settle his loan. That amount is shown on the contract, [redacted]. The $400 is only charged one time, not two as Mr. [redacted] claims. Nothing was unethical about this sales contract. The $400 was not added to the cost of the car, it was added to the total loan balance. I have attached the document that Mr. [redacted] provided me to show that there were two $400 charges, I only see one. The other is negative.
The alarm still exists on the car, it is not activated. Mr. [redacted] can choose to activate the alarm for the cost of $595.00.
The security that was paid for is active. It is called Theft Code. It is a theft recovery service. The VIN is etched into different panels on the vehicle in case it is stolen and parted out. If the car is not located within 30 days, the customer will receive a settlement from Theft Code in the amount of $2,500.00. I have attached that document.
Nearly two weeks after thinking that the car we had purchased was mine, I received a call from the finance guy Barry telling me that the bank needed verification of my income. I asked if there was anything I needed to be concerned about, and he swore up and down that all they needed was the verification and all would be well. So I brought in another pay stub and my work offer letter that included all my information on it and proved my income. As soon as I got there, finance guy Barry looked at it, and told me "the banks going to need more money from you." I was shocked. I already put down 15% of the price of the car and now he claims they would need an additional FOUR THOUSAND to make the deal work. That would mean that I put down nearly 60% of the price of the car. That's outrageous!! I literally laughed at him, thinking he was out of his dang mind. BUT he said they would be happy to get me into a brand new 2015 Toyota, as long as I leased it. So I refused and I told him I will bring the car back and gladly go somewhere else. So I go clear out the car and come back to get my refund. The next thing I know, Barry "accidentally" charged my debit card for ANOTHER $1,500! At this point I am fuming mad and to top it off, all they are willing to do is say "we can just issue the refund" and kept telling me it goes back instantly. BS! Everyone knows that refunds take 3-7 business days to come back. So now I have no car and no down payment to go find another car until next week. At this point I demanded to talk to finance director Tom M[redacted] (who avoided me every step of the way). It took an additional 40 minutes for him to come out of his office. He had the audacity to tell me this was my fault for lying about my income. Which was funny because I asked him to show me where I lied about my income, and he couldn't find a single document showing that I lied. This man was an absolute joke and even threatened to kick us out because I was pissed off. They just lost a sale, and lost all credibility. Beware of this places shady dealings.
[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 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,
[redacted]
I apologize the response wasn't what Ms. [redacted] had hoped to hear. The options available to Ms. [redacted] are, she can trade the vehicle in if she no longer wants it. She is also welcome to make an appointment with the service department to have the odor issue addressed again. As for the GAP cancellation goes, we will need Ms. [redacted] to come in to the dealership and see a finance manager to sign the required documents in order to cancel the GAP coverage.
12/29/2016 - I have been negotiating a price on a new Toyota Corolla with Bell Road Toyota for the past three weeks with Chad Hamilton their Internet Sales Manager. They gave me a complete out the door price of $17,133 on a 2017 Corolla SE model (I have all their emails). I sent a few emails confirming it. I called in and they assured me that is the price I will pay. I called and Chad said he will be in the show roon in one hour. I went in but Chad wasn’t there. Ernesto was assigned to take care of the sale. I asked again for Chad but Ernesto assured me he works with Chad in the same Internet department. Ernesto pulls the records and confirms the price quoted is $17,133.00 dollars. We go for a test drive and choose the color. He asks if I have a trade in. I showed him my car but mentioned I wasn’t interested in trading it in. He asks if he can price it for me as a trade in and I accepted. My car according to KBB is worth $3500 but they offer me $800 dollars for it. I told them I can get more selling it myself. All of the sudden the quoted price changes to $2600.00 dollars over the negotiated price. I asked if the price was going to be $2600 dollars more why didn't they notify me before I went in. They simply stated they cannot sell me the car at the quoted price. They quote you a low price just to get you in so they can work on you. They run a bait and switch scam. They will say anything to get you in and then switch the price on you. No one forced them to give a low price. They knew upfront before they gave the price if they could or could not sell the car for the quoted price. If they could not sell it at the price they give, they should not quote low and unreasonable prices. They practice deceptive and false advertising, and once you are in they manipulate and pressure you in paying more.
[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.
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID [redacted], 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,
[redacted]