Right Toyota

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Ms. [redacted],I received a reply to complaint ID#[redacted] from [redacted], an employee of Right Toyota.In response to Ms. [redacted]’s request I have attached a letter that Right Toyota should forward to the [redacted] ([redacted]). This letter explains my complaint and also requests the [redacted] to remove the unauthorized credit inquiry from my credit report(s).  That letter is entitled Reply to Right Toyota and Revdex.com [redacted].  This is the letter that Right Toyota should send to the NCC. I need to be informed if it is not sufficient.I have also attached a copy of my original complaint to the Revdex.com, complaint ID#[redacted].I have attached [redacted] defamatory, deceitful, and insulting reply to my original complaint (ID#[redacted]), and I have attached my rebuttal.  In addition I have also attached [redacted] final response to my original complaint.  By the way [redacted] final response to my original complaint seemed insincere and unapologetic. At this point it has become obvious that he never intended to live up to his word anyway. He promised to remove the inquiry from my credit report; but has failed to do so. Like a fool, I actually believed him and allowed the Revdex.com to close the original complaint based upon his word. His failure to fulfill his promises is consistent with the insulting behavior of the Right Toyota employees that I encountered during this episode.I acknowledge [redacted]’s apology for “…any inconvenience…”; but this incident is far more than inconvenient.  This entire episode proves that Right Toyota is deceitful, disrespectful, and untrustworthy.  Consequently I want to amend complaint ID#[redacted]. In addition to removing the inquiry from I credit report(s) I also want an apology from Right Toyota for their failure to proceed as promised in the original complaint. I also want an apology for their defamatory, disrespectful, deceitful and insulting conduct in this matter.  The words I have just used are to be included in the apology and I want it to be in the form of a letter signed personally by [redacted].Best Regards,[redacted]

I have spoke to [redacted] directly and will be working with him & [redacted] ([redacted]) to have the inquire removed from his credit report profile. I completed all documents needed to process the request and have forwarded copies to [redacted] for his records.  According to the [redacted] guidelines it could take 2 to 4 weeks for the request to be processed. I will be working with [redacted] directly during this time to make sure his concerns have been rectified to his satisfaction.    Sincerely,[redacted]Community Relations Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reason I am rejecting Right Toyota's response is that it is just like the original problem - they obviously have difficulty being completely honest.It is true that I did not mention the promotional item they promised when I contacted them regarding the damage they did to my credit.  At the time, I was so horrified that I had believed their rep and had to deal with the consequences that I was not even thinking about the watch they were supposed to send me.  Besides, when I got there and handed over the flier they sent me that said, "Everyone is a winner," the person who took it, verified my address, and promised to mail the item out said it would be a couple of weeks before I got it.  So at the time it was too early to expect to have received it.I would appreciate it if the Revdex.com could leave the file open until I actually receive the item their rep now states will get out to me "asap".  I promise to let you know if/when I do.  Right Toyota's statement that they mark everything "While Supplies Last" is definitely false; the advertisement we received also did not say, "While Supplies Last" or I probably would have assumed that they would be out by the end of the weekend (which is when I was able to go) and would not have bothered to drive all the way across town to check it out.  I did not have any reason to make a copy of the flier but now wish I had so that I could attach it to this complaint.  Again, it definitely stated that every person who brought the flier to them would get a prize if they agreed to look at cars and get their vehicle appraised, which is what I did.  Frankly, if they had told me, "Sorry - we are all out and you are too late," instead of "Can you confirm this is the right address?  We will mail one to you as soon as the new supply comes in.", I would not have even bothered to look at cars and then they would not have damaged my credit.  But that was not what happened, so it sounds like the same problem I had with the credit pull they did - what they say is not really true.

Regards,

(Attached is email send to consumer requesting a letter of events to submit to [redacted] for them to process the request to remove the inquiry)[redacted],I am sorry for any inconvenience you may have been caused in this matter. Could please provide me with the a brief summary of...

events to submit theinquiry dispute forms to [redacted] ([redacted]).  A letter from theconsumer and the dealership is required to get the request processed. Once Iget all the paperwork together, I will email you back the documents for yourrecords.Again, I am sorry for the inconvenience.  Please feel free to contact me directlyif I can be of further service.Best wishes,Right Toyota[redacted]Community Relations Manager Bestwishes, [redacted]   cc:Revdex.com    ID#: [redacted]

RE: Complaint  ID#:  [redacted] (Mr. [redacted])
To Whom It May Concern,
We contacted Mr. [redacted]  [redacted]  immediately after  receiving his complaint to discuss some  of the  details he provided which  we found  inaccurate.  We are...

 not familiar  with  the vehicle  registration guidelines for the State  of California, hence  the  reason we issued  a 90 day  temporary registration for  the  vehicle  and  why  we  did  not  process the  permanent registration through  the  dealership.   When  the  dealership issues   a  90  day  temporary registration we  are  very  thorough in  explaining that  the  permanent registration, in  the customer's home state, is solely their  responsibility.We explained that  the temporary registration that  we issued  was valid for 90 days. In no way did we specify that he could wait the full 90 days before applying for his permanent registration in California, as we are only familiar  with the laws regarding registration in the State  of Arizona  and  nowhere else.   We regret the  fact that  Mr. [redacted]  has  incurred fines, however, the dealership does not pretend to know the laws and regulations of any state other than Arizona.  What could possibly be the benefit  of that? We have been  members of the Revdex.com for many years  and we have always  been willing to compensate a customer with a legitimate complaint. However,  in this case, I find that the dealership has made  no misrepresentation which could have caused  Mr. [redacted] to incur fines registering his vehicle.

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Excellant, great sales person, excellant knowledge and price was right.

Revdex.com4428 N. 12th Street Phoenix, AZ 85014-4845RE:  Complaint ID#:  [redacted] (Mr. & Mrs. [redacted])To Whom It May Concern, We have reached a resolution to this matter by...

converting the [redacted]’s lease to a purchase at terms that are satisfactory to both parties.  I offered an apology to Mr. &  Mrs. [redacted] that we were not able to convert their lease to a purchase when they originally requested.Sincerely,[redacted]Right Toyota General Manager

As a one time goodwill gesture Right Toyota will refund the customer the amount requested of $287.15 to settle concerns. Customer has accepted the offer and is pleased with the attempts of the dealership to remedy her concerns.
 
Please feel free to contact me...

directly at ###-###-#### if you have any further questions. 
Jon J[redacted]

Thank you for sharing the information with us about Mr. [redacted] case.
As of today Right Toyota and Mr. [redacted] have come to a mutual agreement to elevate all of his concerns. Right Toyota has canceled the lease agreement on the purchase of his new Tacoma and turned it into a cash...

transaction as per his request. Please feel free to contact me directly at [redacted]f you wish to discuss this case further.
 
Sincerely,
 
Jason D[redacted]

Please refer to attached document

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

The business still owes me a secondary truck ignition key with remote door lock/unlock which they committed to installing on my visit to their dealership on 7/19-7/20 . 

I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have been getting junk mail from Right Toyota for couple of months. Have called 2 times asking them to stop sending me unsolicited commercial material. Unfortunately, to date, I still find their junk mail in my mail box.

Review: In early January 2015 I filed a complaint with Revdex.com in regard to Right Toyota. The complaint ID number was [redacted]. Right Toyota had violated my privacy by making an unauthorized credit inquiry. I agreed to allow Revdex.com to close the complaint based on Right Toyota's promise to remove an unnecessary credit inquiry from my credit report. The inquiry has NOT been removed from my credit report.Desired Settlement: I want Right Toyota to remove the inquiry from my credit report. Ample time has been allowed and the credit inquiry is still of record.

Business

Response:

(Attached is email send to consumer requesting a letter of events to submit to [redacted] for them to process the request to remove the inquiry)[redacted],I am sorry for any inconvenience you may have been caused in this matter. Could please provide me with the a brief summary of events to submit theinquiry dispute forms to [redacted]). A letter from theconsumer and the dealership is required to get the request processed. Once Iget all the paperwork together, I will email you back the documents for yourrecords.Again, I am sorry for the inconvenience. Please feel free to contact me directlyif I can be of further service.Best wishes,Right Toyota[redacted]Community Relations Manager Bestwishes, [redacted] cc:Revdex.com ID#: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ms. [redacted],I received a reply to complaint ID#[redacted] from [redacted], an employee of Right Toyota.In response to Ms. [redacted]’s request I have attached a letter that Right Toyota should forward to the [redacted]). This letter explains my complaint and also requests the [redacted] to remove the unauthorized credit inquiry from my credit report(s). That letter is entitled Reply to Right Toyota and Revdex.com [redacted]. This is the letter that Right Toyota should send to the NCC. I need to be informed if it is not sufficient.I have also attached a copy of my original complaint to the Revdex.com, complaint ID#[redacted].I have attached [redacted] defamatory, deceitful, and insulting reply to my original complaint (ID#[redacted]), and I have attached my rebuttal. In addition I have also attached [redacted] final response to my original complaint. By the way [redacted] final response to my original complaint seemed insincere and unapologetic. At this point it has become obvious that he never intended to live up to his word anyway. He promised to remove the inquiry from my credit report; but has failed to do so. Like a fool, I actually believed him and allowed the Revdex.com to close the original complaint based upon his word. His failure to fulfill his promises is consistent with the insulting behavior of the Right Toyota employees that I encountered during this episode.I acknowledge [redacted]’s apology for “…any inconvenience…”; but this incident is far more than inconvenient. This entire episode proves that Right Toyota is deceitful, disrespectful, and untrustworthy. Consequently I want to amend complaint ID#[redacted]. In addition to removing the inquiry from I credit report(s) I also want an apology from Right Toyota for their failure to proceed as promised in the original complaint. I also want an apology for their defamatory, disrespectful, deceitful and insulting conduct in this matter. The words I have just used are to be included in the apology and I want it to be in the form of a letter signed personally by [redacted].Best Regards,[redacted]

Business

Response:

I have spoke to [redacted] directly and will be working with him & [redacted]) to have the inquire removed from his credit report profile. I completed all documents needed to process the request and have forwarded copies to [redacted] for his records. According to the [redacted] guidelines it could take 2 to 4 weeks for the request to be processed. I will be working with [redacted] directly during this time to make sure his concerns have been rectified to his satisfaction. Sincerely,[redacted]Community Relations Manager

Review: Bumper came loose or bent somehow on my [redacted]. Took into dealership and they said it needed to go to their bodyshop. Took to [redacted] where they inspected and attempted to adjust the bumper. The bumper was not able to be lined up correctly. They verified that the bumper had no damage and was not impacted by any action on my behalf. The bumper had somehow come loose or warped. They were unable to make it fit correctly. I returned to Right Toyota where they made an appointment for the 4th of December. I made arrangement to take it in at that time. The following day they call and change the date I HAD to bring it in since their District service rep ([redacted]) would be in. I again made plans to take it on on the 3rd now. I arrived on time and checked in and they told me his grandfather had passed away and he would be late. I waited around for an hour and a half waiting for this [redacted] person. He finally arrives and says he doesn't see the defect. We walk out and see other [redacted] when he suddenly can see the issue. They take my truck and verify that the bumper is not straight but has not been hit or impacted by anything. [redacted] gets smart with me and suggests laser rays mights have done it, since bumpers don't bend by themselves. I told him about the auto body place that they sent me to that does all their work told me it was defective somehow and had warped. The truck had 19,000 miles on it when I purchased it and now has 22,000. It has not been hit or bent and the autobody place as well as Toyota acknowledge there is a problem and that it doesnt line up. I expect toyota to make good on this and replace the bumper with a good bumper. There is no reason this should have failed and was not something I did to the vehicle. I have names, pictures, business cards of the entire process. [redacted] was unprofessional and basically told me they WILL NOT BE FIXING IT! Even though it is still in the factory warranty period and the issue was not caused by use or damage. I wasted over 5 hours and 3 trips for them to tell me they are aware of the problem and they will not fix it under warranty. I have owned many cars and the dealerships have always made good. This is my first Toyota and they will not correct this problem.Desired Settlement: Bumper replacement

Business

Response:

Revdex.com[redacted]RE: Complaint ID#: [redacted]To Whom It May Concern, We contacted [redacted] shortly after receiving his complaint to discuss the issue concerning the bumper on his [redacted]. During the conversation I learned that [redacted] had recently purchased his truck pre-owned from a different dealership, which is information that was not discussed anywhere in his complaint. I can empathize with [redacted]’s frustrations having to deal with this issue, however, neither Right Toyota nor the manufacturer have an obligation to repair something on a vehicle that has been damaged and not an actual manufacturer’s defect. I relayed this information to [redacted] and let him know that I thought it rather unfair of him to file a complaint against my dealership and not the dealer that had sold him the vehicle. Although I feel neither Right Toyota nor the manufacturer bear the responsibility to rectify this issue for [redacted], I agreed to replace the bumper on his truck at no cost to him.Sincerely,[redacted]Right Toyota General Manager

[redacted] was great! We had previously been in touch through email but when I showed up, without an appointment, he dropped everything to basically spend the day with me and assist from just looking to finalizing a deal.

Review: I visited Right Toyota at the end of May and explained to the salesperson that I was buying a house and had been considering trading in my 2012 Nissan in order to get a lower payment. I had visited the dealership I purchased my car through during the same timeframe, as well as another Toyota dealer, and primarily decided to visit Right Toyota because they sent me a solicitation which included a free watch/phone giveaway which they told me when I arrived that they were out of - their representative took my address and told me they would mail the item to me but that has not happened.

The advertising issue is only half the problem. A Right Toyota representative also coerced me into giving them my social security number to run my credit by claiming that they had a special way to get my credit information without a hard credit hit. I initially said "no" to pulling my credit because I knew my score and was only interested in the car they were showing me if I could get into a lower payment, which the bank I was working with to buy a home told me would be acceptable. The guy they brought in from their Finance department said he could only get me a quote by pulling something he said was a soft credit hit called a "five liner". After repeating several times that the action would not actually affect my credit, I provided my social security number. The quote they gave me was exactly the same as the payment I was already making so I left.

My credit monitoring service notified me that Right Toyota had processed a hard hit to my credit before I even made it home. I contacted them and they have since had the hard hit removed, but it took them a month to do so and I had to pass on a potential home purchase opportunity in the interim because the hard hit negatively affected my credit. I have not yet been able to find a similar home purchase opportunity since, and the whole thing has been extremely stressful to me. To make it even worse, a Right Toyota agent is now claiming that I knowingly authorized the credit pull, which is just wrong.Desired Settlement: I would like Right Toyota to make good on their advertising offer and send me the "guaranteed" promotion that they claim they ran out of and were going to mail to me.

I also think they should have to make it up to me for ruining my chances with the best home purchase opportunity I have had so far - and for lying to me about the effect of their credit pull.

Business

Response:

As you can see on the attached document the credit inquire request was submitted to the NCC 24 hours after the initial email we received about the complaint and the NCC has the inquiry removed in 10 day. During all of our communications with Ms. [redacted]; she never mentioned the fact she was not given the watch from the promotion we were having the day she was in the dealership. I will make sure Ms. [redacted] does indeed receive a watch as expected! When we run the in store promotions / giveaways it clearly states that the offer is "WHILE SUPPLIES LAST". We are sorry that Ms. [redacted] missed out on the opportunity to receive a watch and if we knew this was an outstanding issue we would have made sure she was supplied one weeks ago while we were handling her other concerns. We have apologized to Ms. [redacted] many times for the misunderstanding and have worked aggressively to make sure all her concerned was elevated in a timely manner. We will make sure that she gets that watch ASAP!! sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The reason I am rejecting Right Toyota's response is that it is just like the original problem - they obviously have difficulty being completely honest.It is true that I did not mention the promotional item they promised when I contacted them regarding the damage they did to my credit. At the time, I was so horrified that I had believed their rep and had to deal with the consequences that I was not even thinking about the watch they were supposed to send me. Besides, when I got there and handed over the flier they sent me that said, "Everyone is a winner," the person who took it, verified my address, and promised to mail the item out said it would be a couple of weeks before I got it. So at the time it was too early to expect to have received it.I would appreciate it if the Revdex.com could leave the file open until I actually receive the item their rep now states will get out to me "asap". I promise to let you know if/when I do. Right Toyota's statement that they mark everything "While Supplies Last" is definitely false; the advertisement we received also did not say, "While Supplies Last" or I probably would have assumed that they would be out by the end of the weekend (which is when I was able to go) and would not have bothered to drive all the way across town to check it out. I did not have any reason to make a copy of the flier but now wish I had so that I could attach it to this complaint. Again, it definitely stated that every person who brought the flier to them would get a prize if they agreed to look at cars and get their vehicle appraised, which is what I did. Frankly, if they had told me, "Sorry - we are all out and you are too late," instead of "Can you confirm this is the right address? We will mail one to you as soon as the new supply comes in.", I would not have even bothered to look at cars and then they would not have damaged my credit. But that was not what happened, so it sounds like the same problem I had with the credit pull they did - what they say is not really true.

Regards,

Bad service! Up sale, scare tactics .
Sale department, offer less then half for your trade. They doctor the paper work to say it's worth less, should be a crime.
Shop rags for service made of silk base on price!

[redacted] did an exceptional job at showing the vehicle and explaining all the features of the vehicle I was interested in. That was the only favorable experience of this transaction... The rest of the staff did anything they could do to close this deal, and their main focus was "profit". I agreed to a purchase price of the vehicle and the trade-in value of my vehicle. I assumed that Right Toyota would be honest and ethical in calculating these two values to come up with a monthly cost, however, this was not the case. When I began reviewing what I actually purchased, I realized that these employees had added nearly $5,000 of misc fees and costs to my ""agreed value of the vehicle", without mentioning or having me agree to them. The next 3 days, I tried to get answers from several employees at this dealership, only to get the run-around. I was told from one of the Accounting Managers: "You (customer) must be a finance major because you are questioning these figures. I (Finance Manager) do not know exactly what is included in these figures..." When I was finally able to receive the agreed upon invoice (3 days after I requested it), there was additional fees added after the fact (including hand-written notes) that included fees/costs of: Dealer Holdback, Whsl Financial Reserve, Tint (hand written), Body Side Moldings (hand written), alarm activation (hand-written), and TFS Lease Acquisition (hand written). Once I saw these figures, I immediately realized that the salesman (**), sold me on the monthly lease payment and then back-doored into the vehicle cost; completely opposite of what I agreed to (again, I assumed that the agreed upon value of the vehicle + my trade-in allowance would equal the shown monthly cost). Once I reached out to the General Manager, I was able to get the deal that I had originally expected, but after having to spend 3 days, nearly 15 hours dealing with this issue. Overall, I would not recommend this dealership to anyone, as there is no integrity shown from their employees in doing what is right for the customer.

Lucky for me, I was able to figure out what this dealership had done to me, but it sickens me to think about all the other customers this has gone unnoticed from.

Everyone was very friendly and knowledgable. The process of negotiation is a bit tedious but not unexpected. [redacted] was very helpful during the test drive with his understanding of all the bells and whistles on the car.