Mucip Inc.

Toyota’s position on this warranty enhancement is pretty clear and specifically states that it expired on November 30, Unfortunately, Mrs***’s headlights were originally on back order and by the time they came in and they made an appointment to have them installed, time had
expired. Typically, we will contact a customer shortly after their special ordered parts come in and we believe that an attempt was made to notify them. We made every effort on her behalf to ask Toyota to extend the deadline but were not able to do anything to help. It is unfortunate that they missed the deadline and we regret any part that we may or may not have had in this so, in an effort to try to resolve this issue, we made an offer to split the cost of the replacement. Her cost would have been half of $1,or $539.05. We felt this was an honest attempt to resolve the issue as this is a manufacturer’s warranty and not one offered by Round Rock ToyotaOur offer was turned down by Mrs*** today and she stated that she could buy the lights online for about $and she would have someone else put them onWe are sorry that we could not resolve this with her today but feel that we made a very fair offer based on the circumstances

In the course of our discussion with the client, she stated that she could buy the headlights very inexpensively. They were much less than Toyota’s list price. While we feel that we made a fair offer based on our response, we would be willing to install the headlights that she purchases from her source at no labor cost to her. She would need to make an appointment and plan on leaving the vehicle for day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I still find it difficult to believe an Assistant Sales Manager would tell me I am approved and even tell me my monthly payment and the amount of months a car was financed forBut, I am thankful that RR Toyota will reimburse my daughter for gasYou can send the gas card directly to her addressMy daughter is a college student (away from home/in college) and she came to town for one day to be a cosigner for meShe accepts the $gas cardAlthough, she only uses either Valero or Exxon gasBut, if the Shell gas card is the only one Round Rock Toyota can send her, she will use itI spoke to someone about the gas card at RR Toyota yesterday (7/11/16) and they said they are not sure they will be able to get different type of card other than Shell because they purchase items from 7-ElevenMy hope is they do not send her a 7-Eleven card because there are no 7-Eleven stores in the part of Texas where she goes to school
Regards,
*** ***

Round Rock Toyota is very concerned about customer service and regrets that we couldn’t satisfy Mr*** with a full refund. We apologize for the way he feels he was treated and would have loved to make him happier with our attempted resolution. Our Fixed Operations Director, *** ***, would be happy to meet with him personally to attempt to determine what he feels is wrong with his vehicle. He can be reached at ###-###-####

*** ***
*** *** ***
*** *** *** ***
*** *** *** * Please respond with your reason for the rejection to the business response. Regards, *** *** Dispute Resolution Specialist

I wish that we could help. I hate to hear of any customer that is upset. If we caused the angst or not. We stand firm that no price was ever changed. We waited after hours to make sure we didn't rush her out at closing. When she came back in the next day we did offer to trade her out of the vehicle that was not happy with. Instead of fixing that deal, however, she opted to purchase another one in addition. She actually came back the next day and bought ANOTHER car. We have everything documented and would be more then happy to go over the entire deal with her to make her feel more comfortable if she would like to make an appointment next week. I was originally reading that she bought and was unhappy and we traded her out of it? However, she purchased one and then came in the next day and purchased another one. She did at that time indicate that she had second thoughts on the one she had purchased the day before..but decided not to trade it. I am thankful for all of the signatures and paperwork we now have to collect. It is a hassle. However, it helps in situations to prove what happened through out the deal. Form initial pricing until the contract was signed. I would be happy to cancel any and all warranties for the customer. The refund would come from the warranty company. I would also be happy to give her a $refund on the warranty she purchased if she wanted to keep the warranty. That would be a check from us...just to say that we are sorry she is unhappy. However, we did everything upfront and honestly. Again, I would be happy to meet with the customer if she would be able to schedule that next week

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Mr***, This is such an easy fix. I am so embarrassed that you had to go to such great lengths? The Cargo Net is set up in your deal and shows to be a part of your purchase. My team is typically, so responsive that I'm not sure how this fell through the cracks...but I
am so sorry that it has. We are happy to send you your cargo net. My accessories manager *** will be reaching out to you today to handle arrangements, as soon as she finds out if there was a hold up due to any back order in parts. There have been many backorders, in regards to parts, this year so we want to make sure that wasn't the problem. Of course, if it was that should have been communicated to you. Thank you for letting us know...however, *** will make sure you have a direct line of communication with her in future, as that is always the best way to handle problems. I'm sorry that we made this so difficult for you. I hope you will allow us a second chance to make first impression. I promise you that we will not let you down again

Complaint: 10828785
I am rejecting this response because:
Please respond to the accident, why was I not informed?  Please respond to the price negotiations.  Why was I told that the manager came down in price by $1000 when this was not the case (not once but twice)?  That was a total lie.  Why was the price of the car online $10,800 and you won't honor that?  I wanted to sleep on it but when I was ready to leave - after sitting there for two hours they immediately got me into financing before I left.  You had several other customers there later than myself so it was nothing special for me.  I wanted them to hold the car for me one day.The next day, you offered to take it in as a trade but I would have to purchase another car.  You wouldn't just buy it.  It seemed the only option was to trade both cars in and get something I would be happy with (since the other one was originally for my son) but I was going to take an additional $1500 loss on it.  That would be $5000 out of my pocket since I put $3500 down on it.  I felt trapped.  The salesman told me I would save money on insurance with a sedan over an SUV.  This happens to also not be correct.  I am paying more for insurance now for the sedan.I purchased another car before I found out about the negotiation trick and the accident.  Believe me that was not a good decision and I totally regret giving you any additional business.  I should have walked away but I really liked the [redacted] car and thought I could get into it for the same amount I had remaining on my Jeep.  I understood at the time that it was wholesale vs resale and that's why I was taking a loss.  The salesman told me if he was me he would keep the [redacted] and sell it on my own for more money.  Now that I know the car was in an accident and isn't even worth $8,000 - how am I supposed to sell this car for $11,895?  I have over $14,681.00 into it without the warranty.I promise I will never purchase a car from you again.  I will continue to let everyone know how bad my first car deal turned out until this is resolved fairly.  My family has purchased at least 3 cars before this one from you.  Why do I need to wait until next week to talk to you?  I would like you to buy it back.  I cannot afford to lose $5000 on this deal. Regards,
[redacted]

Round Rock Toyota would like to say how sorry we are that Mr. [redacted] had to resort to reaching out to Revdex.com to get help with his cancellation.  We accept full responsibility and are terribly disheartened that we put a customer through this.  There is a chain of events and a string of...

people that are no longer here that we could go through but at the end of the day it is completely our fault.  We apologize to Mr. [redacted] and have reached out to him personally.  We are hand walking his cancellation through every step to help expedite the cancellation and will also be giving Mr. [redacted] a gas card for all of the trouble we have needlessly put him through. This is not who we are or how we do business.  We are tightening up processes in our cancellation department to make sure this doesn't happen again.  Thank you.

Mrs. [redacted] has truly been questioning our integrity.  There is no car deal that is worth that.  She accused of changing the price on line, however, we have a database that keeps track of every price change.  She is mistaken.  She also accused us of changing the...

price during negotiation.   She came back in after her second purchase and we showed her every single piece of paper from the very first price shown...with HER initials on it and the price did NOT go up.  She felt rushed?  We close at 9pm and we stayed here until 10:30 with her?  She felt so rushed and pushed the first time she was here....yet when she came back in the next day and was informed she couldn't bring the car back because our paperwork is processed immediately thru e-contract..she purchased Another one?  We offered to trade her out of the car she no longer wanted.  She agreed to do so.  The price never changed and all of the documentation shows that....when she came in we actually gave her the copies I referenced here.  It was then that she tried to say the price was lower on line.  I will be happy to send the Revdex.com the copy of our data base showing this never happened.  When we make a mistake or treat a customer badly we will always stand up and do the right thing.  However, when we do every thing right it is not right to have our integrity and ethics questioned.  We want to do right by every customer and we will never stoop to the levels we are being accused of.  We will be happy to cancel the warranty for Mrs. [redacted], if she wishes.  This money will be refunded to her and the bank that she financed with to reduce her overall loan amount.  I hate that she is unhappy with her purchase.  Her first...and now her second.  However, Round Rock Toyota stands firm in the fact that we did nothing wrong in our dealings with Mrs. [redacted] and we have all of the documentation to show this.  I hate to speak so strongly. However, reading the words "ripped me off" when I see how hard our team works for each customer is unfair and unfounded.

Good Afternoon, I would like to start by apologizing for the miscommunication.  [redacted] never should have told Ms. [redacted] she was approved.  Her deal was not ever approved.  Unfortunately, all we can do is submit deals.  We can not approve them....we wish we could, as we would...

approve every customer.  The banks are the ones that approve customers, based on past credit history, money down and of course...credit score.  Everyone has worked hard to help get Ms. [redacted]s deal approved and we have not been able to at this point.  [redacted] did, indeed offer to reimburse Ms. [redacted]'s daughter for gas this week and we were happy to do so. WE felt horrible for the miscommunication and [redacted] has been counseled....as has [redacted]d for not responding in a timely manner and following through.  We were hoping we would be able to get the deal approved this morning with one of our best banks...however, they will not finance the car either.  We will be happy to send a $150 Shell Gas Card to reimburse for the gas used to drive to our location and as an apology for the misunderstanding.  Our hopes are to make every deal and we hate very much that we couldn't for Ms. [redacted].  We just need to know what address to send the card to.  Thank you

Dear Revdex.com, Mr. [redacted] brought his vehicle in on 5/12/2015 for us to diagnose a “Thumping or Jerking” sensation that he felt when he let off the gas.  Our Technician test drove the vehicle and determined that he had two motor mounts that needed to be replaced based on his inspection.  He felt...

what he described as a harsh reengagement issue with the transmission but was unsure if it was related to the bad mounts or the transmission.  He suggested that we replace the mounts which we knew were bad and go from there.  He also did tell Mr. [redacted] that there was a chance that the mounts would take care of the problem.  After we replaced the mounts, our Technician test drove the vehicle and noticed the harsh reengagement still existed and would require further repairs.  Our Advisor contacted Mr. [redacted] and informed him that there still was an issue.   He became upset and stated that we promised him that the mounts would solve the problem.  Our Advisor took his concerns to our Manager, [redacted], and [redacted] agreed to put his old mounts back on and refund 100% of his money.   We did this freely and because Mr. [redacted] stated that we said it would solve his problem.  He did not threaten us or go “ballistic.”  We simply decided to do the right thing by refunding the money due to the apparent miscommunication.   To state that we are purposely practicing unethical behaviors is not supported very well by the fact that we readily refunded him his money.  We made a mistake and we gave him his money back.  In my experience, unethical shops don’t do that.   I am not sure what he means that his “body is separated” now but we do know that we reinstalled his broken motor mounts at his request and that may be part of his problem. Regarding his claim that we have the worst mechanics working here, I must say that the Technician that worked on his vehicle is a 15 year employee with an excellent work history and track record.  He is a Master Diagnostic Technician (MDT), certified by Toyota and a Team Leader for our shop.  While certainly not perfect, he is routinely counted on for his ability to properly diagnose vehicles and has done an excellent job for us.   We would never tolerate any one of our employees to intentionally harm a vehicle for any reason and doubt very seriously that our Tech would risk his 15 year career over Mr. [redacted]’s vehicle. Since we refunded him his money immediately, we respectfully request that the Revdex.com close this complaint.

Complaint: [redacted]
I am rejecting this response because:
I am totally questioning the integrity of this business.   Last Monday I purchased a [redacted] Toyota Camry with very high mileage.  They showed me one negotiated price which I refused.  The salesman then came back and showed me another with the monthly payment reduced.  He told me that the manager had come down on the price of the car by $1000.  What they really did was increase the amount of my down payment from $2000 to $3500 to decrease the payment.  Yes, I initialized this but did not realize at the time how they came to a lower number.  I had repeatedly told them that I wanted to sleep on it and contact my bank.  I was rushed into financing and given a really high interest rate and a $1695 warranty. I tried to bring the car back the next day after finding out how much insurance was going to cost.  My only option at this point was to trade the car in.  They would not take the other car back and would not purchase it without another sale.  I asked to trade the [redacted] and my Jeep in for one that better fit my needs since the insurance was too high for my son. They offered me $5,000 less than the list price of the car.  I had also noticed at this time that the car was listed at $10,800 online.  I told the salesman this and he repeated that the manager had come down on the price.  I did not take their offer on that car and decided to keep it. Unfortunately for me, I did trade in my OTHER car and got a fairly decent deal on a [redacted] Camry (although I'm not so sure).  I wish I had never purchased since they are asking why I would purchase another car from them.   However I was charged $2285 warranty on a certified car and a very high interest rate.  I am not complaining about this deal.  I have cancelled the warranty on both vehicles.  I was never told the final cost of the warranties - I found that in the paperwork.  I have also refinanced both cars from over 5% interest rates to 2.15%.   Tuesday evening, I was looking into selling the [redacted] Camry on my own when I realized that I had paid full list price for the car.  I spoke with the sales manager yesterday since the general manager would only see you by appointment.  I wanted to know how they got to $12,617 dollars for the price of the car plus sales tax.  That's when they showed me the papers I had initialized and I realized the only thing that had changed to lower the price of the car was the amount of the deposit.  I told the sales manager how they tricked me and he did not believe me and would not do anything about it.   He didn't make the deal so he didn't know what went on.  He said he had no way of looking up the list price of the car or the price online once it comes down off the internet.  I again asked to speak to the general manager but she was unavailable.   The receptionist could not schedule an appointment for me with the general manager but gave me a number to call.  I cancelled both warranties and left.     I then contacted a reputable dealership that has purchased cars from me before.  The salesman looked up the car and told me that the car was in an accident in [redacted].  He could not even give me $8000 for it.  He told me the car was listed at $10,800 online last week which was way too high for that car.   Out the door, I paid over $16,000 ($1695 of that is the cancelled warranty) for a car that I can't even sell for $8000.     I have been given the complete run-around and been lied to every step of the way. I tried to call the general manager yesterday to get her voice mail.  I was transferred several times and I'm not sure who I finally left a message for.     Their Revdex.com response back to me doesn't even address the correct complaint and says I traded in the [redacted] car.  I did not trade in the [redacted] because the salesman said what he would do and I took his advice.  At this point they can take both cars back.  I have lost $5000 in cash that I don't have.    
Regards,
[redacted]

Good Afternoon.  I would like to help Mr. [redacted]..however, I am a little confused.  The factory warranty(just like with any manufacturer) is the most extensive.  There is nothing better.  You can extend the manufacturer warranty, which Mr. [redacted] did.  However, the...

factory(manufacturer) does not cover any normal wear and items...nor does any warranty, unless a specific tire warranty is purchased.  Normal wear and tear items include tires, batteries and filters.  They are meant to wear out.  This is why no manufacturer covers those items.  Mr. [redacted] is still under that factory warranty.  We apologize that the warranty was not explained properly.  I am referencing the factory warranty because I want to make sure that Toyota(just like every other brand) does not cover those items under there factory warranty either.  There is no such warranty that covers everything.  I would be happy to refund the $219.00 for Mr. [redacted] service, however, I feel as if he should also consider cancelling the warranty he purchased.  If he is under the impression that it covers everything....that is not the case. There is no need to continue his frustration as I would not be in a position to refund any other items, as they wear out.   He can facilitate that with our finance department.  I wish that warranties covered normal wear and tear items.....they just don't and never have. Bumper to bumper is true....but the important part is "except for normal wear and tear".  I apologize if that part wasn't heard or read in the booklet and in the warranty.  I will make sure that we are always presenting that more clearly.  Not just in finance, however, but when we are delivering the car without an extended warranty because the extended warranty and the factory warranty are one and the same.

Complaint: [redacted]
I am rejecting this response because: We do not believe we should have to pay any of the cost to replace the headlight assemblies as the cutoff date to replace them under the warranty enhancement was missed due to Round Rock Toyota failing to notify us the parts were in stock.  If they had called us as promised there would have been no out of pocket costs.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Round Rock Toyota never made any effort to contact us when the lenses became available.  If they had told us the two times we called that we needed to keep checking back with them for status on the backorder, we would have called them every week, however, we were twice assured by Round Rock Toyota that we would be called when the parts came in. We do not feel we should have to pay for half the cost of replacing the lenses when the error in not advising the parts were received was made by Round Rock Toyota.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I specifically asked him if he was sure it was the motor mounts because multiple mechanics tested them and said there was no movement. He said he was absolutely sure. That is completely false that he said it could be something else. There is no way I would have had them replaced if he was not sure because I was 99% sure it was not the motor mounts and I asked the representative to speak with the mechanic after she ALSO told me the mechanic that he was sure. Yeah, it's just my word against your mafia organization I guess. There is no way I will accept your response and even after this long of thinking about it I still feel your actions were unjust and something needs to be done to protect other people from you.A master technician could not identify what I discovered was a known problem on my model with the TPS. Look it up, it causes jerking when accelerating. I find it completely insane that you would defend throwing very expensive parts at a problem as a way of diagnosing it. I don't care how long he's worked there or if he can bend forks with his mind. That is your response? He's a master technician? Every mechanic I've talked to says that's completely insane. No other mechanic wanted to just start replacing things to diagnose it.The body next to where the motor mount is that he replaced is now separating from my car. 
Regards,
[redacted]