Initial Business Response /* (1000, 9, 2014/05/21) */
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
May 21,
To: Revdex.com- Chicago & Northern Illinois
From: Oak Lawn Toyota
Subject: Revdex.com CASE#: XXXXXXXX
To Whom It May Concern:
Thank you for bringing
this case to our attentionAs a member of Oak Lawn Toyota's Customer Service Team, I do not take complaints of this nature, or any, lightly and I want to rectify this as soon as possibleAfter careful review of the e-mail exchange between the customer and our sales' representatives, *** and ***, it appears that this was a simple case of miscommunication
On April 17, 2014, the customer contacted Oak Lawn Toyota, via www.truecar.com, to inquire pricing on a Camry HybridThat same day, the customer's first contact point was made with Internet Sales Associate *** who asked the customer to provide detailed information regarding the type of Camry Hybrid they wanted*** was out of the office when she (the customer) responded later that evening that she wanted a Camry Hybrid XLE and that she had a Chevrolet Cavalier ready to trade-in*** was out of the office from April 18-21st so our Internet Manager, ***, decided to check in on ***'s customers and help out with any outstanding workOn Monday, April 21, 2014, *** sent an email to the customer quoting the price for a Camry Hybrid LE (please see the attached copy of the e-mail)Further, the customer's sister came in to get the Chevrolet Cavalier appraised and a price was negotiated but there was no commitment made at that time
The following day, Tuesday, April 22, *** returned to work and called the customer to follow up with herThe customer informed *** that she intended to make her purchase from a different dealer as their price beat ours*** then reached out to *** to help the customer understand the price we gave her, and how it was given a seal of "great" approval according to True CarJoe could sense the customer's frustration as it sounded like she had been shopping prices for a whileHe was intent on assuaging her dissatisfaction and asked that she come into the dealership to test drive the vehicle in questionThe customer was under the impression that *** was quoting her on a Camry Hybrid XLE, while *** thought they were discussing the Camry Hybrid LE (that he had quoted her on in an e-mail he sent the prior day)After their discussion, the customer asked *** to prepare the deal so that she could sign on the dotted line when she came through our doors*** assured her that he was doing his best to make the process as simple as possible and that if she came in with a written offer from the compete ting dealership, he would beat the priceOtherwise, they would agree to the price set forth in their e-mail exchange
That evening, before *** left work, he informed the New Car Manager, ***, that the customer was coming in and that he must give her "rock bottom" pricing as she lives close to the dealership and we would want to forge a strong relationship with her to guarantee she comes to us in the futureThe customer arrived at the dealership and *** prepared a test drive for the Camry Hybrid LE, as that was the car and price agreed upon in her phone conversation with ***This was the moment she informed *** that she wanted a Camry XLE, which she had not been quoted on in the original e-mail exchange*** presented her with a price for the Camry Hybrid XLE that was in stock and she was frustrated with itEven though True Car deemed the Camry Hybrid XLE figure "great", it wasn't the price she had in mind
I truly believe this was a misunderstanding between the customer and ***If you see the attached e-mail, it clearly states that the quote is for a Camry Hybrid LEWe do not tolerate an atmosphere of fraud; it is neither our intent to mislead nor is it our objective to waste customer's timeI would appreciate the chance to speak with the customer and rectify the issue at handIf she can bring in a written offer from the competing dealer, we would be more than happy to beat it, just as *** had offered to do on April I take full responsibility for the miscommunication on our side of the conversation and if the customer would like to speak with me about that, I would be happy to take her callI assure you that we will do a better job communicating with our customers in the future
Please let me know how you would like us to proceed
Thank you,
*** ***
Customer Service Representative
Oak Lawn Toyota
**Due to the security measures put forth by our e-mail system, *** forwarded the portion of her/***'s correspondence with the customer that is germane to this casePlease see the attached fileThank you**
Feel free to contact me via the information provided below
Complaint ID#January 6, Christina ***Customer Service Manager Oak Lawn Toyota*** ** *** ***
*** *** ** ***
Dear Mr***,
Thank you for reaching out to Oak Lawn Toyota via Revdex.com I read
your inquiry and I understand your frustration The Sienna (Stock #902405) was incorrectly listed when you originally saw it online and a truly honest mistake on our part When we recognized the flaw, we fixed it in the system and the correct listing price took effect at $29, This was a simple listing error and we apologize for the inconvenience but we cannot accept $19K on Stock # On behalf of everyone at Oak Lawn Toyota, I’m sorry for the confusion Please accept our offer of 0% financing for Months on a new Sienna
Sincerely,Christina ***Oak Lawn Toyota
Good morning Camara ***,
Thank you so much for
reaching out to us through the Revdex.com Per your conversation with John ***, Oak Lawn ***'s General Manager, we are working hard to remedy this issue We have an active investigation open with *** Motor Corpto help us fix the root cause of your Tacoma's brake problems I can assure you that our best team is working around the clock to solve this, in addition to further assistance from our corporate *** Certified team
We will continue to keep you updated and do our best to resolve the issue and ensure your happiness upon completion
Thank you, again, for reaching out to us.
Sincerely,
Christina ***, Customer Service Manager
Initial Business Response /* (1000, 9, 2014/05/21) */
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
May 21,
To: Revdex.com- Chicago & Northern Illinois
From: Oak Lawn Toyota
Subject: Revdex.com CASE#: XXXXXXXX
To Whom It May Concern:
Thank you for bringing
this case to our attentionAs a member of Oak Lawn Toyota's Customer Service Team, I do not take complaints of this nature, or any, lightly and I want to rectify this as soon as possibleAfter careful review of the e-mail exchange between the customer and our sales' representatives, *** and ***, it appears that this was a simple case of miscommunication
On April 17, 2014, the customer contacted Oak Lawn Toyota, via www.truecar.com, to inquire pricing on a Camry HybridThat same day, the customer's first contact point was made with Internet Sales Associate *** who asked the customer to provide detailed information regarding the type of Camry Hybrid they wanted*** was out of the office when she (the customer) responded later that evening that she wanted a Camry Hybrid XLE and that she had a Chevrolet Cavalier ready to trade-in*** was out of the office from April 18-21st so our Internet Manager, ***, decided to check in on ***'s customers and help out with any outstanding workOn Monday, April 21, 2014, *** sent an email to the customer quoting the price for a Camry Hybrid LE (please see the attached copy of the e-mail)Further, the customer's sister came in to get the Chevrolet Cavalier appraised and a price was negotiated but there was no commitment made at that time
The following day, Tuesday, April 22, *** returned to work and called the customer to follow up with herThe customer informed *** that she intended to make her purchase from a different dealer as their price beat ours*** then reached out to *** to help the customer understand the price we gave her, and how it was given a seal of "great" approval according to True CarJoe could sense the customer's frustration as it sounded like she had been shopping prices for a whileHe was intent on assuaging her dissatisfaction and asked that she come into the dealership to test drive the vehicle in questionThe customer was under the impression that *** was quoting her on a Camry Hybrid XLE, while *** thought they were discussing the Camry Hybrid LE (that he had quoted her on in an e-mail he sent the prior day)After their discussion, the customer asked *** to prepare the deal so that she could sign on the dotted line when she came through our doors*** assured her that he was doing his best to make the process as simple as possible and that if she came in with a written offer from the compete ting dealership, he would beat the priceOtherwise, they would agree to the price set forth in their e-mail exchange
That evening, before *** left work, he informed the New Car Manager, ***, that the customer was coming in and that he must give her "rock bottom" pricing as she lives close to the dealership and we would want to forge a strong relationship with her to guarantee she comes to us in the futureThe customer arrived at the dealership and *** prepared a test drive for the Camry Hybrid LE, as that was the car and price agreed upon in her phone conversation with ***This was the moment she informed *** that she wanted a Camry XLE, which she had not been quoted on in the original e-mail exchange*** presented her with a price for the Camry Hybrid XLE that was in stock and she was frustrated with itEven though True Car deemed the Camry Hybrid XLE figure "great", it wasn't the price she had in mind
I truly believe this was a misunderstanding between the customer and ***If you see the attached e-mail, it clearly states that the quote is for a Camry Hybrid LEWe do not tolerate an atmosphere of fraud; it is neither our intent to mislead nor is it our objective to waste customer's timeI would appreciate the chance to speak with the customer and rectify the issue at handIf she can bring in a written offer from the competing dealer, we would be more than happy to beat it, just as *** had offered to do on April I take full responsibility for the miscommunication on our side of the conversation and if the customer would like to speak with me about that, I would be happy to take her callI assure you that we will do a better job communicating with our customers in the future
Please let me know how you would like us to proceed
Thank you,
*** ***
Customer Service Representative
Oak Lawn Toyota
**Due to the security measures put forth by our e-mail system, *** forwarded the portion of her/***'s correspondence with the customer that is germane to this casePlease see the attached fileThank you**
Feel free to contact me via the information provided below
Complaint ID#January 6, Christina ***Customer Service Manager Oak Lawn Toyota*** ** *** ***
*** *** ** ***
Dear Mr***,
Thank you for reaching out to Oak Lawn Toyota via Revdex.com I read
your inquiry and I understand your frustration The Sienna (Stock #902405) was incorrectly listed when you originally saw it online and a truly honest mistake on our part When we recognized the flaw, we fixed it in the system and the correct listing price took effect at $29, This was a simple listing error and we apologize for the inconvenience but we cannot accept $19K on Stock # On behalf of everyone at Oak Lawn Toyota, I’m sorry for the confusion Please accept our offer of 0% financing for Months on a new Sienna
Sincerely,Christina ***Oak Lawn Toyota
Good morning Camara ***,
Thank you so much for
reaching out to us through the Revdex.com Per your conversation with John ***, Oak Lawn ***'s General Manager, we are working hard to remedy this issue We have an active investigation open with *** Motor Corpto help us fix the root cause of your Tacoma's brake problems I can assure you that our best team is working around the clock to solve this, in addition to further assistance from our corporate *** Certified team
We will continue to keep you updated and do our best to resolve the issue and ensure your happiness upon completion
Thank you, again, for reaching out to us.
Sincerely,
Christina ***, Customer Service Manager