Mountain States Toyota

Initial Business Response / [redacted] (1000, 7, 2015/10/24) */ The complaint is disappointing as we have taken the High Road every step of the way with this guestFirst and foremost we do not have a crystal ball when it comes to issues with year old vehicleI have attached the reconditioning repair order for your review Shortly after this guest purchased the vehicle the transfer case had issuesWe replaced the transfer case with a used transfer case at no charge to this guest on RO #XXXXXX My cost to repair was $We were under no obligation to repair this vehicle but we did the right thing A week later a bad bearing was discoveredOnce again we took the High Road and repaired the bearing on RO# XXXXXX Cost of the repair $incluidng the tow billAgain no charge to this guest On a there was a differential issue once again we take the High Road and repair the vehicle and provide a rental carRO# XXXXXX total cost to repair was $Again no charge to Mrthis guest On the used transfer case failed so we replaced it with a remanufactured transfer caseRO# XXXXXX my cost to of the repair including the rental car $This guest of course was not charged This guest signed the Buyers Guide which states AS-WARRANTYYOU WILL PAY FOR ALL COSTS OF REPAIRSThe dealer assumes no responsibilty for any repairs regardless of any oral statements about this vehicle.(attached) Yet, Mountain States has made $in repairs on behalf of this guest This guest declined to purchase an extended warranty(attached) In spite of the fact this guest declined to purchase an extended warranty Mountain States Toyota took the High Road and made $in repairs of behalf of this guest This guest signed a CARFAX regarding the history of the vehicle purchased This guest signed a Buyers Order that states ALL USED CARS SOLD "AS-IS" OR "WITH ALL FAULTS" UNLESS SEPARATE AGREEMENT IS FURNISHED BUYER(attached) The vehicle was purchased months ago for $10,Mountain States Toyota has made over 50% of the purchase price in repairs after the saleWe did the right thing with no questions asked Under no circumstance will we enter into any additional repairs for this guestWe have more than fulfilled our promise The acronym RO stands for Repair Order(clarification) If there are any additional questions or documents needed please contact me.Please confirm all attachments have been received

Initial Business Response / [redacted] (1000, 6, 2015/11/27) */ The warranty company finds it unusual that two dealerships (one being MST) found no issues with a oil pump or transmissionWith that said Mountain States will once again complete a diagnostic concerning the oil pumpIn the event the oil pump is damaged Mountain States Toyota or EasyCare will repair or replaceWith regard to the transmission range switch we will repair or replace if neededWe will not cover any issues with the navigation systemAll repairs must be done at Mountain States ToyotaThere are no exceptions as work must be done at Mountain States ToyotaThe point of contact is [redacted] at Mountain States ToyotaIt should be noted dealer handling fees have nothing to do with reconditioning or inspection of used or newvehicles Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept, because I want repairs done with courtesy Acura since they are the ones that found the problem.Courtesy Acura was able to provide me with a nice new vehicle to use in the mean time while they did the diagnostic and for any repairs if done at the time free of chargeI know Mountain states will not do this for meMountain States can do the diagnostic themselves, but I don't trust them anymore with my repairsIt had to take this for them to finally answer me after leaving messages with managementI want Mountain States to do the diagnostic, but Courtesy Acura to take care of the repairs when Mountain states sees there is a problem, so that I can be provided with means of transportation free of charge Final Business Response / [redacted] (4000, 10, 2015/12/03) */ The issues will be repaired with regard to the oil pump and transmission range switch as promised in my earlier responseUnder no circumstance will MST pay Courtesy Acura any monies for repairsOur proposal is fairWe are not under any obligation to fix anythingHowever in the spirit of good faith we will address the issue and fix the issues accordinglyYou stated you brought your vehicle to two Acura dealerships and one of the dealerships Mile High Acura stated there is nothing wrongFact is it has been determined by the warranty company there is an issue and we will fix it as the warranty company has refused to reimburse youI will also include a rental car free of chargeWe look forward to earning back your trust Final Consumer Response / [redacted] (2000, 12, 2015/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept, to try this out then hopefully my concerns will be taken care of concerning the check engine light randomly turning off and on so quickly after the purchaseAs well, as the check engine light with the same issueI will also accept because I am being promised a free rental car in the mean time if repairs are required after the diagnosticThank you

We have reviewed Mr[redacted] ’s concern regarding the system we use for billingWhile we understand Mr[redacted] doesn’t agree with the process, it is the industry standard which allows us to provide estimates for repairs and keep pricing consistent from one guest to anotherThe flat rate system was developed to protect the consumer, not take advantage of themThere are industry standards, or guides, for labor times to prevent shops from overcharging the guestIf you had no guide you could not give a guest an estimateWithout a guide the estimate would be whenever the technician gets done with the vehicle, we will bill you accordinglyNo one would agree to that business planThat plan would put the technician in control of your billing resulting in inconsistent pricing based on how quickly, or slowly, the technician completed the service After reviewing the case and the guests comments it appears that billing him straight time would have actually been more expensivePer the case comments the guest states we started working on the vehicle at approximately 9:am and were completed at 1:30pmThat would be hours of labor to complete the repairOur hourly labor rate is $therefore the labor charge would have been $Our total labor bill on the repair was $This equals a savings of $ To make sure we are competitive in our pricing, we looked at [redacted] to see what the price range was for a timing belt in our area [redacted] states the average price for a timing belt replacement in the area is $- $We came in at $for that serviceIt appears that we are more than competitive for the service we performed Our estimate to perform the service was $1,and the final bill came to $$under estimateTell us why here

Final Consumer Response / [redacted] (2000, 8, 2015/07/20) */ Update: 7-17-2015: Part of my complaint has been resolvedThe DMV has told me Mountain States Toyota had send a "Runner" over with my paperwork and I will be able to get my tags in timePart of my complaint has not yet been resolvedI was still treated poorly by Staff and I feel I am owed an apology because I never once swore at anyone, yelled at anyone, or tried to "instigate" anyone as I was toldI did not need to ask for a firing that I admit but I also should have been taken care of as a customerWhen I told corporate Toyota about the experience they told me I should take legal action I do not think that should have to happen Mountain States should attempt to repair this relationship so we can move past this incident

Initial Business Response /* *** ** *** */
Your claims are not true and frankly slanderousWe do not conduct our business in such mannerThe facts are as follows: *** stated the guest was aware of issues when purchasing the vehicleHe also stated the guest may be able to purchase a
warranty and it may be covered to days outIn speaking with *** he NEVER told the guest she had to get the warranty and *** In addition the guest had never attempted to contact *** regarding any issues with the purchase of the vehicleAfter further investigation *** *** stated he never told the guest she had to purchase a warranty or *** in fact she purchased ID theft and GAP InsuranceThe guest had to come in to cancel the warranty and *** and commented how "easy" it was to cancelShe signed a cancellation form on May 18th and a check request was completed on the same date for *** The cancellation process typically takes weeks to completeHowever rather than make decisions on statements I have attached the documentation which *** *** signed stating in fact in no way was she inticed to purchase a warranty or *** for a lower APRPlease read the last paragraph of the document that has been attached that *** *** signed
With regard to the 2nd key we will be happy to provide reimbursement with a receiptI apologize your experience was less than perfect as we work hard to provide an exceptional guest experience every timeHowever your allegations are serious and we DO NOT conduct business in the manner you suggestedI look forward to reimbursing you for the second key with a receipt of course
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are correct in noticing that this whole ordeal is a serious matterIt does not surprise me that you are as naive about these employees' behavior as I was to come to this place of business and allow myself to trust such people to educate me on the process of my first car purchase
If this dealership that you so highly praise yourselves of have company rules and values, why did these staff members jump at the opportunity to mislead me with dishonest claims after learning I had no prior knowledge or experience of purchasing a car? I do not have time to sit around and make up "slanderous allegations" toward your great company name when your employees are doing a pretty darn good job of tarnishing the name themselvesYes, it is my fault I should have known better to read the fine print to catch it sooner, but unfortunately I was too busy believing the facade that I was being "helped" with what was in my best interest
I just wanted my story to be heard and dealt with properly and that is not too much to ask forI strongly believe that I was not the first victim of this exact disgusting practice by these staff members, nor am I the lastI have friends who came searching for a car at this very same facility after my "great experience" and they were told the same deceitful claims of a required warranty purchaseHow you can allow this sort of activity to continue and deny that you do business differently is beyond mePlease just see it through that your staff members comply with and follow through with what should have been done right the first timeThank you
Final Business Response /* *** ** *** */
I truly apologize your experience was less than perfect and once again please send me a receipt for the second key so that I may reimburse youI have addressed all involvedI have explained to each of them if I discover evidence of wrong doing termination is eminent

The transmission failed, the vehicle has 140,miles and has been serviced somewhere other than a Toyota dealer.This person thinks the transmission should be covered under warrantyIt is not covered. This person fails to mention the obscenities she and her friend yelled in our service
lounge. Under no circumstance will we work on this persons vehicleHer comments are slanderous.We will not make any additional comments as her statements are ridiculous. *** *** ***General Manager

I have provided documentation that were no other promises with regard to this transactionI have attached the documentationIf the guest can provide any documentation with regard to any promises I will be happy to reimburse moniesThis situation is peculiar as the purchase date was
6/27/and the first complaint was sent on 3/7/The PermaPlate Paint protection does not cover scratchesPlease refer to your PermaPlate contract as it does cover a host of items to protect your paint.The documents provided are as follows: New Vehicle Delivery Checklist - notice initials on numeral I am satisfied with condition of vehicleWe Owe - all weather mats were owed and have been receivedAddition and Removal Order - states what needs to be addedIf there is any documentation stating any monies or services are owed I will certainly oblige even though our We Owe policy clearly states it is valid for only daysAs documented, one can see there is no additional promisesHowever, if there is any additional documentation that can be provided it will be carefully considered.If there is any additional documents that are needed, we are happy to provide them as long as they do not disclose personal information

I will be happy to send a check to you for $plus $for your timeI will be sending a check for $

*** ***'s recollection is not factual and thus we have provided the exact details of the transactionIt is my hope *** *** will retract his slanderous comments on several review sites once he has had the opportunity to review the transaction completelyUnder no circumstance has Mountain
States Toyota ever attempted to cheat any guestThe details are documented in the attachment provided

Initial Business Response /* (1000, 7, 2015/06/19) */
I agree with youThere will be no charge as this was our errorI apologize for the unacceptable treatment you received from my cashier

I am rejecting this response because: assault is a lie by the business re shuttle driver The dealership was not verbally capable of describing conditions as compared to initial condition of new RAV 4, LE
Sincerely,
*** ***

The described vehicle does NOT have an issue which was described by Ms. [redacted]. We took apart the all components, marked the washer fluid bottle let the vehicle sit here for 72 hours and there are no leaks. This is the same finding that another Toyota dealership found. There was no charge and...

thus there cannot be a disputed amount not to mention no issue.. Ms. [redacted] is not welcome back the store as she verbally assaulted our shuttle driver.

Initial Business Response /* (1000, 6, 2015/11/27) */
The warranty company finds it unusual that two dealerships (one being MST) found no issues with a oil pump or transmission. With that said Mountain States will once again complete a diagnostic concerning the oil pump. In the event the oil pump...

is damaged Mountain States Toyota or EasyCare will repair or replace. With regard to the transmission range switch we will repair or replace if needed. We will not cover any issues with the navigation system. All repairs must be done at Mountain States Toyota. There are no exceptions as work must be done at Mountain States Toyota. The point of contact is [redacted]
at Mountain States Toyota. It should be noted dealer handling fees have nothing to do with reconditioning or inspection of used or new. vehicles.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept, because I want repairs done with courtesy Acura since they are the ones that found the problem.Courtesy Acura was able to provide me with a nice new vehicle to use in the mean time while they did the diagnostic and for any repairs if done at the time free of charge. I know Mountain states will not do this for me. Mountain States can do the diagnostic themselves, but I don't trust them anymore with my repairs. It had to take this for them to finally answer me after leaving messages with management. I want Mountain States to do the diagnostic, but Courtesy Acura to take care of the repairs when Mountain states sees there is a problem, so that I can be provided with means of transportation free of charge.
Final Business Response /* (4000, 10, 2015/12/03) */
The issues will be repaired with regard to the oil pump and transmission range switch as promised in my earlier response. Under no circumstance will MST pay Courtesy Acura any monies for repairs. Our proposal is fair. We are not under any obligation to fix anything. However in the spirit of good faith we will address the issue and fix the issues accordingly. You stated you brought your vehicle to two Acura dealerships and one of the dealerships Mile High Acura stated there is nothing wrong. Fact is it has been determined by the warranty company there is an issue and we will fix it as the warranty company has refused to reimburse you. I will also include a rental car free of charge. We look forward to earning back your trust.
Final Consumer Response /* (2000, 12, 2015/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept, to try this out then hopefully my concerns will be taken care of concerning the check engine light randomly turning off and on so quickly after the purchase. As well, as the check engine light with the same issue. I will also accept because I am being promised a free rental car in the mean time if repairs are required after the diagnostic. Thank you.

Initial Business Response /* (1000, 7, 2015/10/24) */
The complaint is disappointing as we have taken the High Road every step of the way with this guest. First and foremost we do not have a crystal ball when it comes to issues with 10 year old vehicle. I have attached the reconditioning repair...

order for your review.
Shortly after this guest purchased the vehicle the transfer case had issues. We replaced the transfer case with a used transfer case at no charge to this guest on 9.10.2014 RO #XXXXXX My cost to repair was $1375.16 We were under no obligation to repair this vehicle but we did the right thing.
A week later a bad bearing was discovered. Once again we took the High Road and repaired the bearing on 9.17.2014 RO# XXXXXX Cost of the repair $559.66 incluidng the tow bill. Again no charge to this guest.
On 10.14.14 a there was a differential issue once again we take the High Road and repair the vehicle and provide a rental car. RO# XXXXXX total cost to repair was $1684.87. Again no charge to Mr. this guest.
On 10.20.14 the used transfer case failed so we replaced it with a remanufactured transfer case. RO# XXXXXX my cost to of the repair including the rental car $1706.02. This guest of course was not charged.
This guest signed the Buyers Guide which states AS-IS-NO WARRANTY. YOU WILL PAY FOR ALL COSTS OF REPAIRS. The dealer assumes no responsibilty for any repairs regardless of any oral statements about this vehicle.(attached) Yet, Mountain States has made $5325.71 in repairs on behalf of this guest.
This guest declined to purchase an extended warranty. (attached) In spite of the fact this guest declined to purchase an extended warranty Mountain States Toyota took the High Road and made $5325.71 in repairs of behalf of this guest.
This guest signed a CARFAX regarding the history of the vehicle purchased.
This guest signed a Buyers Order that states ALL USED CARS SOLD "AS-IS" OR "WITH ALL FAULTS" UNLESS SEPARATE AGREEMENT IS FURNISHED BUYER. (attached)
The vehicle was purchased 14 months ago for $10,493.00. Mountain States Toyota has made over 50% of the purchase price in repairs after the sale. We did the right thing with no questions asked.
Under no circumstance will we enter into any additional repairs for this guest. We have more than fulfilled our promise.
The acronym RO stands for Repair Order. (clarification)
If there are any additional questions or documents needed please contact me.Please confirm all attachments have been received.

Complaint: [redacted]
I am rejecting this response because: The staff should be trained properly on how to explain the extras they are selling customers.  Yes numeral 7 states I am satisfied  with the way the vehicle is. He also stated that if there was dings or scratches, the extra package would provide coverage on fixing them.  Also, my wife still should not have had to do your back office work and the woman handing over my information to someone who is not on the loan is uncalled for. When someone from your company states they  will send your $100.00 check for the inconvenience they should do it. Customers should not have to get that writing for your mistake on preparing licence plates tags in a timely manner.  I will not be satisfied with the finance department until they are properly trained on their jobs and would never recommend Mountain States.  The toyota dealer in Frederick is worth the drive.  Mountain States should not make their customers feel scammed after signing documents and should not have to do the back office job. 
Sincerely,
[redacted]

Final Consumer Response /* (2000, 8, 2015/07/20) */
Update: 7-17-2015: Part of my complaint has been
.0 resolved. The DMV has told me Mountain States Toyota had send a "Runner" over with my paperwork and I will be able to get my tags in time. Part of my complaint has not yet been resolved. I...

was still treated poorly by Staff and I feel I am owed an apology because I never once swore at anyone, yelled at anyone, or tried to "instigate" anyone as I was told. I did not need to ask for a firing ... that I admit ... but I also should have been taken care of as a customer. When I told corporate Toyota about the experience they told me I should take legal action ... I do not think that should have to happen ... Mountain States should attempt to repair this relationship so we can move past this incident.

I am sorry to hear of your disappointment. It is evident we miscommunicated as your salesperson stated he had arranged for your husband to pick up the mats and part for the wheel. We have sent the mats and part for the wheel to your home address. We have sent you a cancellation form for the...

warranty. With regard to the registration, the truth is we were waiting for the MSO. Without the MSO we are unable to send title work and we should of explained that to you, again I apologize. I will send you a check for $6.22 for the extension of the temporary plates. I am sorry that your experience was less than perfect. I was out of the office with regard to your phone call to me - I received your note of disappointment the same day of your voice mail.

Complaint: [redacted]
I am rejecting this response because:We are requesting at least half of our vehicle registration ($500) considering the amount of time we have dealt with this.
Sincerely,
[redacted]

We have reviewed Mr.[redacted]’s concern regarding the system we use for billing. While we understand Mr.[redacted] doesn’t agree with the process, it is the industry standard which allows us to provide estimates for repairs and keep pricing consistent from one guest to another. The flat rate system was...

developed to protect the consumer, not take advantage of them. There are industry standards, or guides, for labor times to prevent shops from overcharging the guest. If you had no guide you could not give a guest an estimate. Without a guide the estimate would be whenever the technician gets done with the vehicle, we will bill you accordingly. No one would agree to that business plan. That plan would put the technician in control of your billing resulting in inconsistent pricing based on how quickly, or slowly, the technician completed the service.   After reviewing the case and the guests comments it appears that billing him straight time would have actually been more expensive. Per the case comments the guest states we started working on the vehicle at approximately 9:00 am and were completed at 1:30pm. That would be 4.5 hours of labor to complete the repair. Our hourly labor rate is $130.88 therefore the labor charge would have been $588.96. Our total labor bill on the repair was $440.88. This equals a savings of $148.08.   To make sure we are competitive in our pricing, we looked at [redacted] to see what the price range was for a timing belt in our area. [redacted] states the average price for a timing belt replacement in the area is $485.00 - $621.00. We came in at $471.72 for that service. It appears that we are more than competitive for the service we performed.   Our estimate to perform the service was $1,167.20 and the final bill came to $972.10. $195.10 under estimate. Tell us why here...