Penn Toyota Ltd.

I bought a Toyota Camry 2011 xle and it has auto start engin build in and the salesman name is Eli Azarrosa he told me before I burchased that the car equipped with Auto Starts and he try to show me how to work . But the auto start didn’t work And he told me that we have to wait for the technician to activate it. I went back to Eli to let the technician to activate the auto start engine ( the still in the warranty) but he asked me to pay $600 to activate the auto start and asked him why he said this is extra charge which is not mentioned before. And I sent a copy of this to the consumer affair.

Review: A sales contact was made up on June **, a deposit of $500 was given to dealer. The car that I wanted was not available and would have to be searched for. On June ** I returned to Penn Toyota and cancelled the deal. I was assured by the salesman and his manager that there was no problem with returning a credit to my credit card. That was two months ago.

My wife paid the credit card card not noticing that a refund was not entered but only the charge. I have called Penn Toyota on August [redacted] and **. Each time I have only spoken to the [redacted] who has tried to connect me to the manager and kept me on hold for lengthy periods of time. telling me that he was busy with customers. I am also a customer. She assured me each time that someone would call me later that afternoon. I am still waiting.

I am usually happy with Penn Toyota having purchased two cars from them previously.Desired Settlement: I believe that Penn Toyota has the obligation of returning my money! Particularly since they already agreed to do so.

Business

Response:

To [redacted],

I received [redacted] concern about his refund and have since reached out to him today. Apparantly when we had put [redacted] request for a refund in we were missing the entire credit card number unfortunatley allowing it to fall throught the cracks unbeknownst to both him and us. Once [redacted] had realized the refund had not been processed he reached out for us this week which is when we discovered the issue. After speaking with him today I appologized for the error and delay and assured him that it had been processed today. I also told him as a valued previous Penn Toyota customer to please call upon me directly if I can be of any assistance in the future.

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I brought my 4Runner Toyota trunk to Penn Toyota [redacted] on July **, 2015 for oil leak. The dealership told me the following needed to be replaced: 1 pump, belt set, valve cover gasket, oil pan gasket and front cam seals, which resulted in $2532.71 including labor costs. The leakage continued following a months and I brought the vehicle a second time on December **, 2015. I expressed to the customer service manager that the leakage continued and that it was damaging my driveway. Therefore I left the vehicle for another week at the dealership. A couple of weeks passed and the problem continued and I went back to the dealership on January **, 2016. I expressed frustration and a bit of anger that I'm bringing my vehicle once again for the same issue. The manager that I spoke to the first and second time was in training so I spoke to another manager. I expressed that its very inconvenient for me to keep bringing the car back since my son uses that car for both school and work. I also expressed that I wanted a full refund since I paid $2532.71 and the problem wasn't resolved. The manager told me I would have to leave the car again in addition that its fine I could bring the car back multiple times. However, that response wasn't very professional since I paid that much money and I'm expecting a resolution for the problem and shouldn't have to come back for the same issue.

My second compliant involves my 2010 Corolla involving the same Penn Toyota [redacted]. I received a letter regarding a recall on the Power Window Master Switch and I brought the car on January *, 2016. The sales rep told me they were just to going to put oil on the door switches and it should be fine. A few hours later the the car door switch didn't work completley went back to Penn Toyota and they said they needed to order the Master Switch piece and to come back the following week. I went back on January **, 2016 and they keep the car for a few hours and I came back home. The following the day the car wouldn't start and smoke appeared. I called a tow truck and had my car brought to my mechanic. He told me that engine oil got into the anti-freeze component and damaged the engine. My car was running perfectly before I went in to do the recall on my car. Therefore on January **, 2016 I spoke to manager about the two complaints my 4Runner and now my corrella. I expressed that my car was running fine until I brought it in for the recall and something happened that this location that caused my engine to not work. In addition, I told them I wanted them to pay for my new engine which I paid including labor $2,820. They said no and I told them that I would be calling Toyota and filing a complaint with Revdex.com.Desired Settlement: I would like a full refund on the bad repair job on my 4runner which was $2532.71 and the damaged engine on my corrella $2,820.00.

Business

Response:

Customer was informed to return to dealer with his Toyota 4Runner since the work performed has a limited warranty for 12 months/12000 miles whichever occurs first.Vehicle has 200+ miles and dealer couldn't possibly foresee additional upcoming repairs. Dealer extended courtesy of paid rental to customer for the duration of time needed to further diagnose his concerns.Customer brought in 2010 Toyota Corolla for a recall on the power window master switch. Dealer performed recall only following Toyota guidelines of putting a special grease into the master switch whereas in some cases the master switch does not make proper contact resulting in replacement of the master switch. Customer had to return to perform replacement. Customer states the following day vehicle started to smoke and won't start. Customer had engine replaced at outside shop. Customer states he did not contact dealer because his outside repair shop was convenient to him.

Review: 2013 rav4 car's Windshield has problem.

it's easy to get Windshield scratches.

I need they to help me to exchange the new windshield, but they didn't want to do it!

also when I send a email to their [redacted] his answer is very simple.

I don't know why. maybe he is very busy.

I just want to repair my Windshield scratches.Desired Settlement: I just want to repair my Windshield scratches.

If they can't repair, I need to exchange new windshield for free.

Business

Response:

The customer is coming in Monday 1[redacted] @ 10am to have his windshield polished but that the glass would probobley have to be replaced .Dealer explained that the glass would not be covered under warranty and that dealer would provide a replacement at cost.

Review: I brought my Toyota Highlander in for service. I had taken my car in several times for the same issue, a leaking sunroof. They had replaced the sunroof a couple of years back but the roof kept leaking. It took several weeks for an appointment as I required a free loaner as per agreement. I contacted the service center to make sure loaner was ready. When I arrived at dealer repair facility, no loaner was waiting. The [redacted] stated he would arrange a car from Avis and that the dealer would pay for the rental. Two weeks later I received a call from Avis to say I must pay for rental as the dealer would not pay the bill. I have had several (recorded) conversations with [redacted] service in which she promised me to reimburse me the $70 for the overnight rental. The last was 6/**/2014 in which she promised me that I was to be reimbursed that day. In going over my debit card account today, 7/*/2014, there has been no credit issued. It states on ALL invoices that a free loaner is available by appointment as per the the terms I followed with the service rep [redacted] (who is no longer there).Desired Settlement: $70 reimbursement, credited or given by check that they promised.

Business

Response:

[redacted] credit card was refunded on 07/**/2014 as per his conversation with the dealership customer relations manager for the amount of 70.00. Please note the attached receipt.

Review: Last April, I purchased a new car from Penn Toyota in Greenvale, NY. I was very impressed with their sales department, and therefore when my 2004 Scion came due for inspection, I took it to the service department at Penn Toyota. While the car passed inspection, I was told there was a leak in either the oil pan or the oil valves and we were to drive it, and bring it back in a couple of weeks, so they could further diagnose the problem, which we did .At the time of the inspection, there was no mention of the brakes needing to be done. In the meantime, we had a problem with one of the electric windows, and asked them to fix that, also. They had to order a rear regulator switch, which did not arrive on time as promised, and then when they replaced the rear regulator switch, they also discovered that the master switch was bad, so they “fixed” the master switch by putting a piece of tape over it in addition to charging us for the rear regulator switch. At this time, they also told us that the brakes were down to 3 mm and needed to be done. I find it difficult to believe that a car passed inspection and three weeks and 130 miles later, the brakes needed to be done.

I brought the car home after the oil pan was changed and the window was "fixed", and the brakes were done. On the trip home, the car would only run in second gear. I drove it a couple of days later, and noticed the same thing; it would not shift out of second gear. I took the car back to Penn Toyota, and they took it for a test drive, and forty minutes later, I had no answers or results of the test drive. I asked for the keys, and left.

Now, the car is leaking oil while it is running, and I am afraid to drive it the way it is. We have contacted Penn Toyota, and requested that they come and have the car towed so that they can fix it. Their response was for us to take it to another Toyota dealer. We had already paid them over $1,500.00 , and feel it is their responsibility to do the right job. On July [redacted], the service department said they would indeed, send a tow truck to pick up the car that afternoon or the next morning. They never came to get the car.

My Scion is 11 years old, and I never had problems before taking it to the service department at Penn Toyota.Desired Settlement: We want to be able to drive the car. Having already laid out $1,500.00 for the oil pan, brakes, and window, which is not fixed to our satisfaction, we would like Penn Toyota to make the necessary repairs at no charge, as we have already paid them for this. We would like to reiterate that prior to taking the car to Penn Toyota's service department, we had no problems with the car.

Business

Response:

Penn Toyota towed the customers vehicle back to the dealer at no expense to the customer. Upon arrival , the dealer placed the vehicle upon a lift to inspect for any oil leaks. Dealer techs determined that there are no fluids -oil or otherwise , leaking from customers vehicle at this time. Dealer then invited [redacted] to inspect his vehicle in the shop with the technicians. He also noted that there was no fluids leaking from vehicle. Dealer additionally had a technician road test the vehicle with [redacted] for any drivability concerns. All vehicle operation is to manufactures specifications at this time . [redacted] complaints are unfounded against dealer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While the car seems to be running right, we still have a problem. As we were leaving Penn Toyota on Monday, 7/**/15, we noticed that the window that they worked on (they replaced the regulator switch on 7/*/15) was in the down position, and would not go up. They looked at it and told us they needed to replace the master switch in order for the window to function properly. Instead of laying out more money for them to replace the master switch, we opted to not have use of the window; so they disconnected the power to the window to keep it from going down by itself, and we can’t use it. The problem with this is that we already paid them $412.50 for the regulator and $249.84 for labor to install the regulator, and we still have a window that doesn’t work. We don’t want them to do any more work on the car. We feel that we are entitled to the money we paid them, because they failed to fix the window.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

As noted prior - the customer was advised of possible conditions concerning the window regulator and window operation before the work was started. The customer agreed to all the terms and a authorized repair. Dealer proposes a compromise regarding the repair . The dealer will reimburse customer back the labor paid (230.00) to install the regulator. Please also note dealer had already paid 250.00 to have the vehicle towed back for no reason other than the customer thought he heard a noise.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We were originally told that the regulator would fix the problem. We paid $412.50 for the regulaotor which didn’t fix the window. Then we were told that the master switch would fix the problem. In addition to paying for the regulator which didn’t correct the problem, we paid $249.84 for labor ($230.00 and $19.84 for tax). While we are not completely satisfied with this proposal as we are still out the money for the cost of the part and we still have a window that doesn’t work, we are anxious to be done with Penn Toyota, and will agree to them reimbursing us $249.84 if this complaint remains as public record.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Review: Dealer acted in bad faith; baited and switchedMisinformed and misrepresented substantial information on discounts rebates of lease price of a Toyota Camry 2014. After allowing me to put a partial downpayment of $1773. on my Discover card he told me I was getting the auto that was on the show room floor.He told me he would give me a trade-in value for my vehicle of $1500. After signing, He told me "You are better off selling your car on the street" He has reneged on this net trade-in allowance is not shownHe told me the interest rate Toyota applies rate leases was 0.0001%He applied coercive pressure and made misleading statements, eg. I was getting a $4000 discount from the sticker price.I have sent the dealer a certified cancellation letter on the lease and three associated aftermarket policies eg Extended wear & Use , The lease Agreement and other instruments were rapidly thrust for me to sign without my first reading them.I demandDesired Settlement: Ra full refund of my down payment made with my Discover cardand a return of the value received for my NEFCU Check in the amount of $3000. A total of 5, 302.43

Business

Response:

The dealer invited [redacted] to return to the dealership to review his transaction . On 03/**/2014 the customer returned to the dealer and spoke with our [redacted] , who in turn went over all documents, contracts and figures- line per line . Afterwards the [redacted] stated to the dealer that he now has a full understanding of the entire transaction and is satisfied with his purchase.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: A sales rep convinced me to put down a deposit on a car that I test drove and liked. I did not agree on the price and the deposit was for them to hold the car at their dealership for a couple days so I could look around at other cars and see if I would agree to their proposed price. The refund was presented as absolutely refundable. We did not agree to the price and I asked for my deposit back via email, another email, a phone call, another email, my husband calling the sales rep. No response AT ALL. After the 5th day I wrote on the website general email and they called me back. Still never talking to the sales rep I saw. He was busy with cars and customers apparently.

I finally got a response that they would not refund my deposit unless I physically came back to the dealership and had them reswipe my card. I offered to give them my credit card number to do over the phone. They said it was not possible, I needed to come in. The sales rep knew I did not live in the area and never mentioned that was the policy. Just to verify what I already knew, I called the credit card company and they said that they could refund the money over the phone. Why make a customer angry? I would never buy anything from them now and all over $500. This wasted a lot of my time and is a scam to get you back into their dealership so they can try to sell you. Wanted to write my complaint so someone else can avoid leaving a deposit and wasting their time.Desired Settlement: Refund my deposit without having to come in physically to the store.

Urge the dealership to change the misleading way they handle a sale.

Consumer

Response:

A manager of the dealership called at 8:47pm the night after the complaint was recieved from Revdex.com. They called again the following day and my husband called back. They agreed to take my credit card over the phone and we recieved credit 2 days later.

complaint ID [redacted] a resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was completely scammed by Penn Toyota sales person [redacted] I had talked to her on the phone several times about returning our leased Camry early and making a deal by agreeing to purchasing another vehicle from Penn Toyota. She kept calling and pursuing me stating she'll make us a great deal. We returned the car, we made a $418.28 "final payment" on the Camry that day ( 6/**/2014) AND we bought another car from her at the full asking price. Done deal. Now a month later we get a letter from Toyota stating we owe $3,006.03 due to excess miles on the leased vehicle. She now wants to claim that "final payment" on the Camry we made was to pay off the full length of the lease. But we returned the lease over a month early. We would've kept the Camry until the end of the lease period if that was the case. AND, where's this great deal she spoke of??? We returned the car early, still paid for the full length of the lease, bought a used car for the full asking price (which was grossly higher then its worth), and now we are responsible for all the excess mileage??? [redacted] is a [redacted] Con Artist.[redacted]Desired Settlement: We should not owe this $3,006.03 charge that came out of nowhere over a month after we made a deal.

Business

Response:

Dear [redacted] and [redacted],

I have read your complaint and reviewed your file. I apologize that you feel the way you do about the situation. Penn Toyota does not condone any of our staff treating customers in an unfair manner, but I do not believe that is what transpired here.

Reviewing the file, I do see that you agreed to make the last payment on the buyers order. In speaking with the parties involved with your deal, I am told that you were fully aware that that was part of the deal. In addition, you both signed a condition report that specifically states that Penn Toyota is not responsible for over mileage, damage, fees, etc... on your lease return.

I also took the liberty of running a [redacted] through [redacted] and [redacted]. Both reports "Retail Price" exceeded the $9888.00 that you paid for the vehicle. [redacted] was over $1400 more and [redacted] was over $900 more.

I understand your concerns and would like to set a time for us to meet and review the documents. Please feel free to contact me at your earliest convenience.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

LIES, LIES, LIES! First off, the car you sold me has been in at least one accident. The price quotes you are speaking of refer to cars in great condition. Second, what kind of business practice is it to continually call a customer telling them they CAN return a lease early and make a deal to purchase another car and then still charge the customer for the full length of lease? Who would pay for several weeks of a lease after returning the car? Not us. This was achieved using trickery by Penn Toyota con artist [redacted] Lastly, the leased Camry was in Penn Toyota's possession for several hours the day of this transaction and nothing was ever said about us getting a bill a month down the road for $3000 due to excess mileage. And again, you and [redacted] have still not answered my question: What "Deal" is it that you feel you gave us? You convinced us to return the leased car early, you still charged us for the full length of the lease, you're making us pay for all the mileage overage, and you got us to purchase a used car at your full asking price..... So where's this "deal" [redacted] kept calling me about?? This is absolutely disgusting. Yes, you have everything in writing I know. Just because you were slick enough to con us into signing all the papers does not make it less despicable.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] and [redacted],

The price you paid was under what is considered to be Retail Pricing based on [redacted] and [redacted]s pricing guides. This was not price gouging, you were not ripped off. You received a fair deal that you agreed to. If you felt that it was not a fair price, I would expect that it would have been discussed prior to the sale.

All used vehicles are inspected by our [redacted] and certified technicians whom determine the road worthiness of each vehicle. In addition, each vehicle is given a clean bill of health by a New York State Safety, or a New York State Safety/Emissions inspection prior to delivery. So please feel confident that when the vehicle was sold it was mechanically safe and sound.

We at Penn Toyota do our best to ensure that each and every vehicle that leaves our dealership is problem free and we try to ensure that the vehicle is to the customers satisfaction. In my opinion, viewing the photos of the vehicle you purchased, it was in very good condition based on [redacted] and [redacted]’s appraisal guides. I will gladly review those with you at your convenience.

All of the terms and conditions regarding the lease return and the used vehicle were discussed at time of sale. Penn at no time agreed to pay your obligations under your prior lease. Even if you had kept the vehicle to term the bank would have required you to pay the additional mileage charges. You actually saved money by turning that vehicle in early as the bank would have continued to calculate charges based on additional mileage you would have accumulated during the last month. If there was any confusion or concerns about the price or condition of the used vehicle or the return of the prior lease why were they not raised at time of delivery?

I don't see how you could call this a con, nor do I see it being a despicable act. If you are not happy with the purchase, I am more than willing to work with you and try to maybe trade you out of that vehicle and into another one. I am more than happy to sit with you to review the entire scenario if you are willing to set a time to come in to the dealership.

Please feel free to contact me to set a date and time so we can discuss this further.

Sincerely,