Performance Toyota Volvo

My husband and I were there to check out a new family vehicle, the customer service was outstanding and a had a pleasant experience with the sales rep that dayUnfortunately we were offered below bare miniimum, dollars, for our trade in.we decided to go look elsewhere we were offered the opportunity to put a hold on one of the vehicles that we liked by giving a check , that were told was not going to be cashed , just held onto, if we decided to come back and purchase the vehicleso I wrote out a check, that I was told wasn't going to be cashed, to put a hold on the vehicleTwo days later , I sent a message to the sales rep, to let her know that we were not going to purchase the vehicle , that we went elsewhereI asked her if she could shred the check or throw it outshe told me that she would have to check to see what could be doneshe mentioned that we could pick it up, but since it was out of our way, I asked if she could mail itwell, she sent me a message later on to tell me that the check will be mailed to uswell, days later , I saw that the check we gave was cashed!! I was livid!! I called and asked what was going on, because I was specifically told it wouldnt be cashed and that it was going to mailed to me I had to make several phone calls to resolve this matterthey told me that the check was set to be sent out a couple days ago, then it changed to..it was being sent out yesterday, and that we should be recieving a refund check in the mailI'm horrified! I never gave permission to cash the check, and now we have to wait for a refundin the meantime, we are short dollars that could've overdrafted our account and may have to wait till tuesday for the check, because it's the holiday weekendI feel robbed!!

To Whom it may Concern:This letter is in reference to case ID # [redacted] [redacted] was in fact in to have an oil change and tire rotation on 11/5/When pulling the vehicle in for service the technician accidentally caught the edge of the lift with the tire damaging itDuring our routing inspection the technician noted that the tires were all at 3/32", 1/32"above the Pennsylvania's State inspection minimumA routine recommendation Would be to replace the tires; especially heading into the winter monthsStacy, the service consultant asked me how to approach the customerI told her to first explain that we damaged one of the tires and that we would replace it at no chargeSecondly, told her to go over the Complimentary inspection results showing her that the tires were all in need of replacementWhen explaining this to the customer had her explain that we would even honor our buy get for a dollar promotion meaning that a the customer would only have to pay full price for tires and $for the third; the 4th We Would take care of internallyAlso, we explained that it's a good idea to perform an alignment when new tires are installed and that we would do this at our cost for her inconvenienceShe agreed and We proceeded with the repairs, don't feel that we owe the customer anything beyond what was already offered and will not offer any more assistance in this matterPlease don't hesitate to contact me with any questions, have also included a Copy of the invoice showing that she only paid full price for of the tires and $for the third; the 4th isn't included on the invoice because We took care of this internallyYou'll also see that the alignment was billed at cost, not the retail price of $I've also included a copy of the complimentary inspection, which is date and time stamped, showing the tires at 3/32".Jim H***General Manager Performance Toyota Volvo

My husband and I were there to check out a new family vehicle, the customer service was outstanding and a had a pleasant experience with the sales rep that day. Unfortunately we were offered below bare miniimum, 100 dollars, for our trade in.we decided to go look elsewhere. we were offered the opportunity to put a hold on one of the vehicles that we liked by giving a check , that were told was not going to be cashed , just held onto, if we decided to come back and purchase the vehicle. so I wrote out a 250.00 check, that I was told wasn't going to be cashed, to put a hold on the vehicle. Two days later , I sent a message to the sales rep, to let her know that we were not going to purchase the vehicle , that we went elsewhere. I asked her if she could shred the check or throw it out. she told me that she would have to check to see what could be done. she mentioned that we could pick it up, but since it was out of our way, I asked if she could mail it. well, she sent me a message later on to tell me that the check will be mailed to us. well, 4 days later , I saw that the check we gave was cashed!! I was livid!! I called and asked what was going on, because I was specifically told it wouldnt be cashed and that it was going to mailed to me. I had to make several phone calls to resolve this matter. they told me that the check was set to be sent out a couple days ago, then it changed to..it was being sent out yesterday, and that we should be recieving a refund check in the mail. I'm horrified! I never gave permission to cash the check, and now we have to wait for a refund. in the meantime, we are short 250.00 dollars that could've overdrafted our account and may have to wait till tuesday for the check, because it's the holiday weekend. I feel robbed!!

Brent S[redacted]The aforementioned hailstorm was a natural catastrophe which paralyzed all of [redacted] and the surrounding area, causing millions of dollars in damage. Very few escaped some sort of damage,...

be it home or auto. The complainants' statement that "There was some back and forth between the insurance company and the body shop" in no way represents the scope of the issue in that there were ultimately three separate supplements written for more than $13,000. These supplements took time that was NOT due to any negligence on the part of the body shop. The body shop cannot continue work on an automobile without prior approval from the insurance company. This is clearly stated at the bottom of the insurance company estimate and the customer was informed up front that this was the case and that delays were possible and probable. In addition, as the insurance Company wrote new supplements, the plan of action changed causing further delay that once again was not the fault of the body shop. For example, the insurance company changed the procedure from paintless dent repair, which required no painting on the part of the body shop, to painting and repairing the entire vehicle. Major Changes such as this added weeks to the repair process. In reality, based on the hours on the estimate, the vehicle ended up being a 45 day repair after the final supplement was approved. Using these calculations, the vehicle was actually repaired before the 45 day deadline. Thus, the complainants' claim that they should be compensated for "dragging this out so long," is emoneous and unrealistic.Finally, there was an obvious gap in communication between the complainant and his spouse regarding what was and was not going to be accomplished and on what schedule. For example, one of the complainants would be told that the body shop would make every effort to paint by the next week if possible. The other party would then take that to mean that it had been promised when it had only been posed as a best case scenario. No promises were made and none were broken by the body shop. At no point were the complainants' calls ignored. The body shop has detailed records of frequent correspondence to back this up,Upon completion of the vehicle, a final inspection was made by the complainants' insurance company. Thevehicle met and/or exceeded all insurance company expectations and went above and beyond since the vehicle was also detailed inside and out. At this point, the body shop stands by its efforts and timeline 100%.

To Whom it may Concern:This letter is in reference to case ID # [redacted]. [redacted] was in fact in to have an oil change and tire rotation on 11/5/2016. When pulling the vehicle in for service the technician accidentally caught the edge of the lift with the tire damaging it. During...

our routing inspection the technician noted that the tires were all at 3/32", 1/32"above the Pennsylvania's State inspection minimum. A routine recommendation Would be to replace the tires; especially heading into the winter months. Stacy, the service consultant asked me how to approach the customer. I told her to first explain that we damaged one of the tires and that we would replace it at no charge. Secondly, told her to go over the Complimentary inspection results showing her that the tires were all in need of replacement. When explaining this to the customer had her explain that we would even honor our buy 3 get 1 for a dollar promotion meaning that a the customer would only have to pay full price for 2 tires and $1 for the third; the 4th We Would take care of internally. Also, we explained that it's a good idea to perform an alignment when new tires are installed and that we would do this at our cost for her inconvenience. She agreed and We proceeded with the repairs, don't feel that we owe the customer anything beyond what was already offered and will not offer any more assistance in this matter. Please don't hesitate to contact me with any questions, have also included a Copy of the invoice showing that she only paid full price for 2 of the tires and $1 for the third; the 4th isn't included on the invoice because We took care of this internally. You'll also see that the alignment was billed at cost, not the retail price of $89.99. I've also included a copy of the complimentary inspection, which is date and time stamped, showing the tires at 3/32".Jim H[redacted]General Manager
Performance Toyota Volvo

Review: I purchased a brand new 2013 Toyota [redacted] on 11/29/13 (Black Friday). The sales person who I was informed is no longer at this dealership, she was fantastic. Very informative and did a great job. When inspecting the car prior to driving off the lot with it, we noticed a scratch of about 2 inches or so on the driver's side passenger’s door, it appeared to be slightly deep. We were told when we bring it back for the remote start to be installed that we ordered, they would also repair the scratch. We were told that our remote start was built into our financing and we discussed the cost and etc. We also ordered wheel locks and all weather floor mats. We were told when purchasing that we would receive a call from the service department telling us the part was in and we could then schedule a day for install. We went over the install procedures and were told about the hours of install. This is when I talked with the sales person regarding our work hours as we work 5am to 5:30pm and would be unable to do an install on any day except a weekend unless we are given a loaner car. The representative told us they could do it on a Saturday and we could receive a shuttle service back to our home while the install was being done. We discussed the amount of time for the install and that is when [redacted] (the sales person) told us that due to the remote start and the wheel locks she wasn't sure if it could be done on a Saturday, but thought there was a possibility. She told us that if it was unable to be completed on a Saturday that we would be given a loaner car and we would drop the car off the night before and they would call us when it was ready the next day. They were estimating it would take roughly 3-4 hours for the install. We agreed to that as we informed [redacted] we could not take off a day of work for this and ideally a Saturday would work best for us. We went forward with signing all the necessary paperwork and were given a "we owe" slip for the scratches, wheel locks and remote start. We left the dealership with our new car and left our old jeep which we traded in.

About a week later I received a message from the dealership saying the parts were in and I could go ahead and schedule the install. I called the service department back and asked them when we could schedule it for and what kind of loaner we would receive. The representative told me that they don't give loaner cars. I proceeded to tell him what was promised to me and he informed me I needed to speak with [redacted] the GM who was currently not in, but I could leave him a message. I left him a message regarding this and waited for the phone call back and had to hold off on my install until then. I left the message for [redacted] on a Thursday evening and he didn't call me back until Monday afternoon. I spoke with him and expressed my frustration as this is what I was told when purchasing and at the time the dealership did not have any [redacted] that had a remote start already installed or I would have purchased one. He fought me on this for a few minutes and said he would have to check into it and call me back. Also during this call, we discussed the items being installed/fixed during this install and he told me that the remote start would need to be paid for upon installation. I immediately became frustrated as my paperwork clearly states that it was built into my financing. He called me back a day later and said that out of "courtesy" he would give a loaner car, which I found really unprofessional and rude that he would even describe it as a courtesy, considering I was promised this during purchase. He also apologized saying that he even wrote up the paperwork for the financing of the remote start and he isn't sure why the computer isn't matching what the paperwork says, however he would take care of it and we shouldn't have any more problems there on out.

I went ahead and scheduled everything with the service department. I scheduled to drop off my car and pick up the loaner on Thursday night and then picking my car up on Friday around 5:00pm. Before [redacted] forwarded me to the service department he told me that everything was taken care of and service will have everything it should be smooth sailing from there. I arrived at the service bay at 5:00pm and they had absolutely no idea what was going on. They weren't aware I was supposed to get a loaner they did not have anything being done to the car except wheel locks installed, they also had that I was supposed to be paying for the remote start out of pocket upon install. I was just supposed to be dropping off my car and picking up a loaner and it should not have taken any more than 10-20 minutes. However I had to let them copy paperwork FROM THEM, which they said they didn't have. I had to wait while they were calling all the managers to figure out what was supposed to be done and what I was promised. So instead of 20 minutes I ended up at the dealership for almost an hour and a half. Finally, once everything was figured out, I received the loaner car and went home. The next morning I woke up to go to work and went out to start the car and let it warm up at about 5:00am and the car wouldn't start. At this point I was unable to get a hold of the dealership due to them not opening until 8:30am and I could not get the car to start. I checked all the connections possible in the car and everything seemed fine, however the car would not start. I have to leave for work at 5:10am and could not get this loaner car to start. I was extremely agitated because now I had to call not only my boss, but my partner also had to call off of work because we share our car. Right at 8:30am I called Performance Toyota and asked for a manager and I was told one would have to call me back. I received a call back around 9:30am and explained the situation and the manager told "I don't know what to say I am really sorry and I will have someone come swap out the loaner". I replied to the manager with “what good is that going to do me now that I already lost out on a day's work since I had to call out and my partner also”. They sent someone out to swap the car and they didn't arrive until 10:44am.

I received a phone call from the dealership around 4:00pm telling me that my car was done and ready to be picked up. I went over to pick up my car and inspected it. While going over the car and checking everything I noticed the scratch looked 50 times worse than it did before. Prior, it looked like a straight scratch that was roughly 2-3 inches long and probably 1-2 millimeters wide. Now the scratch was still there and even more visible than before and it also had a huge blob around it that looked like they used a paint brush and just blotched around it in a color lighter than my car's color. This blob around it was roughly 4-5 inches long and about 1.5 inches wide. I showed it to the service person and they told me I had to go to their other building and talk with [redacted] again. After the terrible experience I had already had plus the lack of customer service he had provided in my opinion, I wasn't really looking forward to speaking with him. I went over to speak with him and he said well let's take a look at it and he came out and looked it and smudged it with his finger and didn't really have anything to say about it. He said "unfortunately this scratch is really deep and we were just fixing it as a courtesy". This was absolutely ridiculous to me, and I told him that absolutely not this was on my “we owe” slip and this was found prior to leaving the lot with the car and I was promised it would be fixed. His response was he would have to see the “we owe” slip and I pulled it out of the glove compartment and he said "ok well it is on there it". Extremely frustrated at this point, he begins to tell me that I have to drive down the road to their other dealership (Performance [redacted]) and talk to a guy named [redacted] and have him take a look at it because if anyone could fix it, it would be him. I found and still find all this ridiculous that I am the customer purchasing the product not vice versa and I am doing all the work to make this buying experience right.

I drove over to the other dealership and spoke with [redacted] who said since it has now been messed up even more he would need to re-paint the whole area and it would take AT LEAST 2-3 days, however he won't be able to do it for at least 3-4 weeks because he is booked solid. So not only have I been through hell, now I have to wait a month to get my car fixed, which should have been fixed the first time and he has to keep it for 2-3 days. I left my information with [redacted] and he told me when he has an opening he would call me and schedule something.

I called [redacted] back the next day to tell him how it went with [redacted] and I expressed my frustration with him and that I really believe him/the dealership should be trying to rectify this horrible experience. My whole family purchases from Performance Toyota and now they are giving me a hard time just to rectify something they have done poorly and not stuck behind good customer service. [redacted] said "the best thing I can do for you is tell you I'm sorry that this all has happened and give you a loaner car during the time they fix the scratch and have to keep it for 2-3 days, since that is a $30/day fee."

At this point I almost lost it, because your rectification to me is telling me you are providing me with a loaner car that usually cost people $30/day. After everything they should provide it number one, number two how can you even think for a second that I should pay for a loaner car for something that is your problem/fault.

To top everything off my loan company ([redacted]) who my jeep was through which is what I traded in for my [redacted], and said they had not received a payment from Performance for the payoff. I also told [redacted] about this and he assured me that the check was sent and everything was taken care of. Then I received a call from [redacted] 3 days later telling me they did receive a check from Performance for the payoff; however, it was $117.37 short of the payoff amount, which they were told the exact amount. I then called [redacted] again and he assured me he would handle it.

This buying experience has been the worse experience I have ever had. I have purchased several cars and have never had an experience as bad as this. And the best thing they can tell me is "I'm Sorry". I do not believe that Performance has really done anything to try and turn this experience around.Desired Settlement: I believe that Performance should be doing something to turn this experience around, whether it is complimentary service of some sort or a billing adjust/partial refund. They really have done absolutely nothing to try and fix this.

Business

Response:

Dear **. [redacted]:

This is in response to the letter you sent our company on 12/27/2013.

Unfortunately everything that the customer had stated in her complaint is true. I take full responsibility for all the problems that occurred. In my attempt to rectify what normally would have been a very easy problem to fix, turned into one problem after another. Had I done my research, prior to calling the customer back, I could have eliminated most of the problems. I was so embarrassed that the only thing that I could say was “I am so sorry!” However, after speaking to the owner, we felt it necessary to reimburse the customer $300 for missed time of work and travel expenses to and from the dealership.

I hope in some way the customer accepts our sincere apology and we as a dealership will learn and grow from this experience.

Sincerely,