Professional Cleaning Svc

T
04/10/17
Ms. [redacted]
Revdex.com Corporate Office
[redacted]
[redacted]
Complaint ID# [redacted]
 
 
 
 
Dear [redacted]
In reviewing the complainant’s areas of dispute with Smart Rewards Corp., the marketing company Cavender Toyota hired for...

the promotion in question, we are assured that their legal department goes through a very extensive process before promo material is approved for distribution. Cavender Toyota expects no less. The afore mentioned marketing company, in the interest of preserving our business relationship and resolveing this concern, would like to provide the complainant a GoPro Hero S camera. This is the only offer that will be made to close this complaint. If this is acceptable, please have complainant contact [redacted], Customer Experience Director for Cavender Toyota at [redacted] to arrange delivery.
 
 
 
 
Regards,
[redacted]
General Manager
 ell us why here...

Complaint: [redacted]
I am rejecting this response because: First: Cavender Toyota did have a record of oil changes before this test. I took my car on 02/01/14 with 64,356 miles for an oil change and they did changed it with synthetic OW -20 at that time. I did return on 03/22/14 with 67,328 miles to Cavender Toyota because when I checked the oil there was almost no oil on the dipstick. I talked to the service manager [redacted] and I was told that it is possible because it was synthetic oil it evaporates faster and he recommended to change it with regular oil. They did changed with synthetic oil at that time.Second: Yes it is true I did return to Cavender Toyota before the test completion on 09/03/16 at 593 miles because I was worried that there is not enough oil in the engine based on previous experience and since I can not check it myself because they seal the dipstick for the validity of the test, I want the technician at Cavender Toyota to check it and assure me that the oil is at acceptable level. The technician falsely reported that I have driven the car 1000 miles and that he completed phase 2 of oil consumption test. He also inaccurately stated that the vehicle consumed less than Quart of oil because the vehicle was driven only 593 miles and not 1000 miles as he stated. Also at that time he claimed that the oil consumption test is normal when in fact it was not completed at that time. At that time, I believe the technician filled it to the normal level which will invalidate the test because it was not completed.Third: When I returned on 09/17/16 for the actual phase 2 test at 1,210 miles I was told the vehicle passed the inspection.       
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1-Mr. [redacted] statement is  inaccurate. I did bring a check with me from RBFCU, and I still have that check to prove that. the...

other thing is why did they request a loan from RBFCU if I already have a check from them?That only indicates that Cavender Toyota didn't even look at the check, instead, they sent the loan application to all their lenders which was not approved by me. they made sign a paper to authorize them to run my credit, but the deal wasthey only to run my credit through SACU, but they decided to run my credit many times.
2-I didn't ask Cavender Toyota to get me a better deal,they offered me that. Also I wasn't in a hurry to buy the car the same day, I could've waited till Tuesday 6/5 to have them verify my check with my bank and pick up the car.Cavender Toyota rushed through the process and disregarded my credit, Now all I want from Cavender Toyota is to remove those unauthorized credit inquires.
Regards,
[redacted]

07/21/2017
[redacted]
[redacted]
[redacted]
[redacted]
Complaint:
 
 
 
Ms. [redacted],
Customer purchased a 2010 Toyota Rav4 serial# [redacted] on June 18, 2013 with an odometer reading of 33,819 miles. The...

vehicle was eligible for a vehicle service agreement (VSA), up to a total of 84 months or 100,000 miles from the original date and mileage at which the vehicle was placed in service by the original owner of the vehicle. The original mfr’s warranty start date was 04/03/2010.   The VSA expired 84 months from that date; 04/03/17 or upon the vehicle reaching 100,000 miles on the odometer whichever came first. Customer purchased a TCUV Certified Platinum Toyota Extra Care VSA and the terms are very specific. Therefore, we respectfully decline customers request to extend coverage or a refund on this vehicle service agreement.
 
 
 
Regards,
[redacted]
General Manager

Tell us why 2-09-2018Ms. [redacted]
[redacted]
[redacted]Complaint:    Dear Ms. [redacted],Regarding the complaint in question, we have spoken to the customer on several occasions, in person and several managers on the phone. There is no...

disputing the facts presented by the customer by anyone at the dealership. The salesperson told the customer that his offer did not sound unreasonable and that he would “accommodate” the offer. The customer asked that the salesperson to give him the final numbers so that he could just come in with a check and not waste his time or ours. The salesperson told him that he could not do that because his manager requires that all negotiation be done here at the dealership in person. The customer agreed to come in and finish it up. The salesperson presented the offer and it was not approved. The customer said that he had been told that that his offer was accepted and that the salesperson had misled him into thinking his offer had been approved. The customer was right. The manager apologized and explained that the salesperson was not authorized to approve price adjustments or accept offers or counter offers. The customer was advised that his offer was not acceptable, and until there was a mutual agreement in writing there was no deal. In consideration of the fact that he had been misinformed by the salesperson, the manager offered the customer an $800 reduction in the advertised price, which the customer turned down. Our policy is very firm regarding this process and our salesperson was in violation. This has resulted in disciplinary action that has resulted in a one week suspension without pay for the salesperson and his removal from our internet sales team. Again, we apologize to the customer but we are prepared to honor the reduced offer while the vehicle is available.  Regards,[redacted]General ManagerCavender Toyota   here...

Complaint: [redacted]
I am rejecting this response because:We have not reached an agreement.  The offer presented to me is not acceptable.  Please do not close this case.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:At no time did they ever off me the vehicle at the $10,791 price. 
Regards,
[redacted]

To Whom It May Concern,
 
I tried to call Mr. [redacted] and left a voicemail and my personal cell phone number. I want to work out something fair for him.
 
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like the terms and costs of my trade-in clearly outlined.  If the trade you are speaking of is the same as I requested, please state that.  However, I am not interested in merely trading my car in on regular terms, as seems to be implied, because this is an exceptional circumstance and it would not be fair to make such a trade (as mentioned in the original message)What are the terms, what will my cost be, and who will get in contact with me to execute the trade?
Regards,
[redacted]

Revdex.com
Re: Complaint  ID#[redacted]
 
 
 
In response to this complaint, I reached out to Ms. [redacted] to discuss the concerns regarding the upgrade wheels that were negotiated as part of the purchase agreement on her new Toyota 4-Runner. There was a disagreement on the size and style of wheels that were going to be installed and Ms. [redacted] agreed to take care of the wheel issue on her own if we would issue a refund check for $1600 in lieu of installing the wheels. We agreed to that, and Ms. [redacted] accepted the check and we thought that the matter was satisfactorily resolved. In the meantime, one of our staffers that is responsible for scheduling and completing installation of accessories, contacted Ms. [redacted] to install the wheels that were part of the original purchase, and instead of informing our staff member that the original plan had been amended, she allowed us to install the upgraded wheels as well as keeping the check for $1600. This did not demonstrate good faith on her part, but we accepted responsibility for not clarifying the matter to our staff. Ms. [redacted] informed me that she was still not satisfied with the wheels on her vehicle and wanted us to assist her in obtaining a larger set of wheels and a more rugged tire design. We reached a verbal agreement which I forwarded to the Revdex.com. I agreed to install tires and wheels valued at approximately $4000 with the understanding that she would return the check for $1600. Ms. [redacted] agreed to this during our phone conversation.  Ms. [redacted] has informed us through the Revdex.com that she is not willing to accept our generous offer. I contacted her by phone to tell her that returning the $1600 was a condition of our offer. The conversation was ended abruptly by Ms. [redacted]. My intent was to give Ms. [redacted] a good-will solution that would be a win-win, but in light of the fact that she is not willing to uphold her end of the agreement, I am rescinding the offer altogether. Ms. [redacted] was contacted 11-09-16 at approximately 10:15 am to confirm our position and she stated she did not want to discuss it any further and terminated the call. We consider the matter closed.
 
 
Regards,
[redacted]
General Mamager

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

Complaint: [redacted]
I am rejecting this response because:the salesperson is a representative to the consumer and honoring the initial request is the only acceptable next step. I believe the  business should stand by their people when the mislead a person and use deceptive sales tactics. Proper training was not given and resulted in me losing the opportunity on another vehicle I was looking at. 
Regards,
[redacted]

We want to help and we are currently exploring all options available to us that will allow us to better serve our customer. We are also going to hold firm to our previously stated position in this matter and would gladly provide video and audio proof that validates our claim. We helped a customer save a substantial amount of money over the duration of his loan and we did exactly what was asked of us. We hope this helps. Thank you.
 
 
 
[redacted]

03/27/18 [redacted] Revdex.com Corporate Office [redacted]
[redacted] Complaint: [redacted]         Ms. [redacted], This complaint has been addressed and resolved as of 03/26/18. Cavender Toyota reviewed customer concerns regarding a 2011 Volkswagen...

Tiguan purchased 12/09/15. Customer was shopping at another dealer and was told that the Carfax showed that the vehicle had been damaged due to an incident that occurred on 04/22/15, so the customer thought we had failed to inspect the vehicle and disclose condition issues. Advised customer that our records showed that the vehicle was properly inspected prior to sale and informed customer that Carfax did not begin reporting the 4-22-15 incident until 7/26/17. On 03/26/18 we offered customer fair current market trade value for the Volkswagen Tiguan and customer took delivery of a 2017 Toyota Rav4. This was a mutually beneficial resolution to all concerned.       Regards, [redacted]     General Manager Cavender Toyota

We agree with Mr. [redacted] and apologize for dropping the ball. We will learn from this situation and become better at customer service. We will send Mr. [redacted] a check for $289.00 dollars today.

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

05-17-17
[redacted]
Revdex.com Corporate Office
[redacted]
[redacted]
 
 
 
 
 
Dear Ms. [redacted],
 
 
On Feb. 28, 2017, customer purchased a new 2017 Toyota Highlander. The vehicle had some water spots on the paint that needed...

to be removed. The customer was given a “We Owe” form noting the areas of the vehicle that required attention. An appointment was set up for our service department to take care of the concerns. The spot removal was not complete and in the process the hood was scratched and had to be repainted. Our customer has been inconvenienced and we are committed to addressing all concerns.  On 05-17-17, Mr. [redacted], our Customer Experience Director, contacted the customer and set up an appointment for Monday, 5-22-17 to complete the spot removal process, repair a scratch, and reinstall the paint protective film on the hood.
 
 
 
Thank you,
[redacted]
General Manager

Complaint: [redacted]
I am rejecting this response becauseThe General Manager is arrogant and rude and starts yelling on the phone whe you disagree with him.  What they are stating is not true and I have lost faith in Toyota Cavender altogether.  I refuse to deal with them anymore.  Every time they call they speak of the wheels alone and nothing in regards to the disservice they provided.  
Regards,
[redacted]

To Whom It May Concern, On Friday, the 7th ofAugust, Ms. [redacted]  purchased a 2012 Nissan Rouge. Ms.[redacted] purchased an optional extended service agreement which was itemizedon the original sales contract. The vehicle was never represented ashaving any remaining...

manufactures warranty. The vehicle’s “in service” date wasused to disclose there was no factory warranty remaining on vehicleduring.  All finance terms including interest rate were disclosed at thetime of purchase and listed clearly on the sales contract in accordance withall federal Truth-In-Lending laws and finance guidelines set forth by thestate. After the contract was sent tothe bank for funding we were informed that based on a poor repayment historythe bank would only be willing to fund a loan to value ratio that would notallow for the financing an option extended service agreement. Ms. [redacted] was contactedduring the week of Mon 8/10/15 to come back to the dealership to review herfinance options. On Saturday August 15th Ms. [redacted] came to thedealership to discuss the parameters of her approval.  She was notifiedthat the lending institution restricted her loan-to-value therefore notallowing room to finance an optional extended  service agreement. Mrs. [redacted] was givenseveral options: 1. Re-contract with a down pymt large enough to allow for anoptional extended service agreement, 2. Re-contract with no additional cashwithout the optional extended service agreement. 3. Re-contract the vehiclewithout an optional extended service agreement and purchase the optionalextended service agreement separate from the vehicle purchase contract withCavender Toyota’s “service agreement  payment plan”  4.Terminate thecontract and return the vehicle.  Re-contracting per the lenderguidelines would have lowered the Ms. [redacted]’s payments by $50 a month(for 72mo.), choosing to purchase the option extended service agreement withCavender Toyota’s “service agreement payment plan would cost $100 a month for18 months. The net result would be a total monthly payment that would be $50higher than the original contract for the 1st 18 months and $50lower for the final 54mo of the contract. The re-contract would result in a netsavings of  $2,700 over the life of the contract. Ms. [redacted] told her financemanager that she would not make a larger cash down pymt, pay a higher monthlypayment nor buy the vehicle without the extended service coverage. Cavender Toyota then lowered the originally contracted and mutually agreed uponsales price to allow Ms. [redacted] to purchase her optional extended serviceagreement as part of her purchase contract. Cavender Toyota exceededexpectations by lowering Ms. [redacted]’s original contracted payment from$443 for 72 months to $393 for 72 months including the optional extendedservice contract saving Mrs. [redacted] a total of $3,600 over the term of herloan if paid as agreed.

I have attached a document explaining our position in this matter.
 
 
 
[redacted]