Rivertown Toyota - Scion

On complaint [redacted] on [redacted] Tahoma, sans-serif;"> The [redacted] vehicle arrived at the service department on 05/14/Vehicle was stalling, skipping and appeared to have a knocking noiseWe in fact diagnosed that the engine had experienced a catastrophic failure and required replacementThe customer informed the service advisor that the vehicle was not titled in his name and Mr [redacted] would advise the service advisor if and how to proceedMr [redacted] did request that we remove the aftermarket radio which we did at no cost to the customer and gave it to the customerThe vehicle was left on the lot for several weeks with the bike rack unsecured in the under car receiver, at no time did the customer ask us to remove or ask for the bike rackThe customer left the vehicle on the back service lot while trying to secure a title from whomever he had purchased the vehicle fromThe customer ultimately sold the vehicle to an employee/technician of the dealership for $without the bike rack after the dealership told the customer we would not want to purchased vehicle without a motor for partsThe dealership did not charge the customer for the diagnostic or to remove the radio and the dealership was not aware Mr [redacted] was just leaving the disabled vehicle while he tried to obtain ownership of itMr [redacted] brought the vehicle into the service dept in May and had us remove the radio in May, he did not discuss the bike rack until late July after it had been abandoned

We did repair some items on Ms [redacted] Camry in July Ms [redacted] brought her vehicle in on August 5,and we attempted to repair her door restThe repair did not work out and on November 12,Jennifer took pictures as required of the damaged area and ordered parts, Ms [redacted] made an appointment for the past Saturday back on Nov12.2016, the appointment was for November 26,at 8:am, but unfortunately Ms [redacted] was unable to make that appointment with us as we did not see her the past week We will follow up , with Ms [redacted] and make her another appointment for the arm rest Thank You [redacted]

Mr [redacted] sent a message through our Rivertown Toyota Facebook page on Friday Febuary the 14th at 11:pm addressing his concerns about the GAP insuranceMr [redacted] the sales manager at Rivertown Toyota responded to his message on Facebook immediatleyIt was agreed that Mr [redacted] would call [redacted] on Saturday February 15,around 9:am by phone [redacted] and Mr [redacted] spoke on the telephone Saturday morning and arranged for Mr [redacted] to come to the dealership around noon that day to issue new paperwork removiong the GAP insuranceMr [redacted] showed up at the agreed upon time and a new contract was executed and agreed mutually onMr***s' concern was immediatley addressed and resolved on the afternoon of February 15, Thank You [redacted] General Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Our "Right Way Guarantee" offers an exchange option if done within days or milesI extended this offer from May 5, all the way to August 15,for our customerThe used car manager and their salesperson offered many different units for this customer to trade into and nothing was to
their liking and now this Nissan months later I am being told is not in running conditionWe can have the Nissan looked at and I will make the best offer we can , but all offers are subject to bank financing as we do not control that.Respectfully
*** ***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
The salesperson was made aware of the issues immediately within that time frame of the Right Way Guarantee. We HAVE NOT been offered several vehicles...we have been told constantly that nothing is available to swap with I believe I have emails and text messages with that info We even attempted to go into a "newer" vehicle however the Finanace Manager tried to get it financed WITHOUT notifying our Current Lender that the vehicle we we currently have finanaced will be Cancelled Out. He chose to contact other Financing Companies, which we DID NOT request him to , which of course we received Notice that it was denied. Of course it would be denied...without cancelling the Highlander this would be vehicles on our record
I have the service report from when the vehicle was brought in for the fluid into transmission. Again, if Rivertown is not a CERTIFIED NISSAN REPAIR place whywas was this vehicle not sent somewhere like Kartunes which you use per ***
We would like to finally get this resolved and I am sure after dealing with this for months now, Rivertown would too. Again, we are asking to allow us to have this vehicle towed to your facility and exchange or issue the refund per our requestHow can you expect a Customer to put money into a vechicle for repair for a vehicle that will be auctioned and obviously was not resolved from the beginning. Let us finally get this resolved. *** is claiming he has a possible vehicle right now for us, a Acura RDX however now he is letting us know this one is being repaired at a CERTIFIED ACURA DEALER. I will follow up on next response if needed with previous emails and documents if needed. I feel the best for everyone at this point is to issue the Refund and let us all move on
Regards,
*** ***

I have met with both customers and they took delivery of a new Highlander and are very satisfied
thank you
*** ***

I have called both phone numbers we have for the owner of the Camry SE a Mr** *** *** of
Columbus and have not been able to speak with the customerI have spoken with several of the service and collision employees and they all say the Camry has driven over something that has caused the damage to the front facia of this Camry from underneathThere is no visable damage from the front, all damage has been from driving over or pulling over something that has caused this facia to dislodge, The Camry needs a new facia bracket and lower bracket to properly correct this damage. We can not warranty the damage as the issue is not a warranty item, it would fall under an insurance claim due to the fact is is caused not by a defect but by running or crossing over somthing that caused the damage to the bottom of the facia If Mr*** wishes to purchase the two needed brackets we will install them for him on his Camry, in an effort to keep a customer satifiedHe is very welcome to contact Tim Purvis our Collision Manager or myselfThank You
*** ***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.For the past or so days this complaint has been placed, no one has ever contacted me whatsoeverIf you need my contact information again, its ***.The claim of the front bumper coming off due to driving over something is completely arrogant and contradicts the sole purpose of filling this claimI clearly told all of the employees that the front bumper came off during driving on the highway, as stated in my online request for a service appointment before taking the car to the dealershipSecondly, I am the customer and driver of the car, how can employees know how the front bumper came off? To state what I told the service assistant manager, the bumper came off during highway driveway with a pop sound going when I was on flat highway roads going around mph on I-here in ColumbusAs for talking to all your employees, the assistant service manager that took my car completely agreed with me several times that it was a design and quality issue as he even stated he has seen this issue on more than numerous occasions with other customer and that it wasn't from running over somethingAs for trying to replace the brackets, YOUR employee at the collision/repair center damaged the brackets on the bumper itself to where it won't even fit into it's connecting bracket anymore; he pounded the bumper in without even aligning the front bumper to its correct bracket position, resulting in a cracked bracket that almost completely bent and torn off, all in which I showed to the service director and he agreed to your employee's mishandlingThis means that the entire bumper would have to be replaced due to the damage done by your employee, as this was told by the service advisorThis is not the correct treatment of a long time customer who has bought around toyota cars from this dealership ever since 2000, well before it was bought by rivertownLegal action will be taken against the dealership if the issue isn't repaired under warranty as I repeat that this was not caused by running anything or curbing the bumper against anything, it is due to a design and quality issue and it came off in the middle of the highway, putting both the driver of the vehicle and others on the road in danger of their safety (adding that this car was bought brand new only or so months ago).
Regards,
*** ***

Ms*** purchased a new Toyota Avalon Limited from us at the end of September She came back and wanted to retract the deal, we explained that offer a day exchange for another new unit in stock but not a refundShe did not want to do
that and left and wrote very rude comments about us on social media using very rude wordsShe called me several times around November 11,wanting to trade her for her older Avalon as the was a gift from her husband and she wanted it back, she stated to me that she did not want any money back but only wanted her back as it was a giftShe called again and I then asked the used car manager *** *** to work with her and if we could make her happy please tryShe asked for no money back and *** said he would trade and give her $1,back as the was now a used car and her had be fully reconditioned, detailed and made certified for used saleShe also spoke with *** *** our business manager and stated to *** that she was very satisfied with the deal, and even stated to *** that she really did not even want anything back that she just wanted the and she was completely satisfiedShe was happy and laughing when she left. We have tried very hard to satisfy Ms*** and I will let her take the back today if that will satisfy herRespectfully

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFrom what I am reading and understand in
your previous emails is pricing is affected by financing? I am not sure how
incentives, which are separate from financing, affect the price of a vehicleI
know in many cases this occurs at "buy here pay here" types of
car lots, but never have I heard of a car dealership connecting finance rates
with the pricing of a vehicleAt this point the dealer clearly priced the
vehicle out of their comfort zone and is going to do everything possible to NOT
sell a vehicleUnfortunately when the role is reversed they have no problem
selling a vehicleI have contacted Toyota directly and they are not aware of
financing affecting the pricing of a vehicle other than when rates are
involves. However, Toyota did state the dealer has a right to NOT use incentives,
special rebates, and special financingSo as it appears in the previous
conversation they are going to squirm every way possible to discriminate
against any special pricing to deny the dealAnother interesting fact was the
additional charges to register a vehicle in another stateWith a business that
is located on the Alabama/Georgia border why should a person pay more for a
similar service? Filing paperwork and placing it in the mail is no more difficult
when sending to AL DMV than it is to GA DMV.
Finally I did not see any explanation for
having an Revdex.com accredited logo on Company Business Cards, while clearly not
accredited on the Revdex.com websiteMust be another error in the understanding of
fine print on my part.
Regards,*** ***

I called Mr*** when I received this message, but was only able to leave a voice mailI then also emailed Mr*** and he replied promtly back to meI went to get with the salesperson who is not at Rivertown any more an so I went to *** *** the parts manager to check on the ordered
parts and he said they were in and he had notified the sales personI asked *** to contact Mr*** and he didMr*** asked that we ship the parts to him as he does not want to make the drive from Pine Mountian to Columbus to pick up the partsI aggred with *** that we would shipp Mr*** his parts directly to his home and they will go out on Monday morningI have also emailed Mr*** a second time to let me know if he should have any other issues that might arise that I will be more than happy to assit him
Thank You
*** *** General Manager
Rivertown Toyota-Scion

*** *** , Sales Manager and Mr*** worked together and Rivertown Toyota was able to repair the mechanical issues on Mr***'s Hummer after several attemptsWe are grateful for the patience Mr***
showed in working with us to resolve the issues that were causing the concerns on his vehicle
We look forward to having Mr*** as a customer for now and in the future
Respectfully
*** ***
General Manager
Rivertown Toyota-Scion

Mr. *** ***
Mr*** came into the dealership on December 30, and requested we beat the offer of $,he had from another dealershipHe said he bought his other
vehicles from that other dealership and *** *** the General Sales Manager did offer a lower price in an effort to earn his business, Mr*** was to come in the following day, he came in briefly and siad he would come back again the next day January 1, We had no problem honoring the offer on the Corolla during Toyotathon, but as Mr*** has stated he wanted a Military Incentive in addition,(I have attached the banner that was on the website until Jan 2, 2015) It says in the disclaimer a customer must use the Military Incentive as down payment on an installment contract see dealer for detailsSoutheast Toyota requires that a Military qualified person finance at least $7,through Southest Toyota to qualify for the incenticeThe Incentive does not come from the dealership it comes from Southest Toyota to the customer when they finance throught Toyota financing. The salesperson, a very recently discharged Officer from the Army himself after years who has been here only a few months nor *** *** who has been here for over years tried to decieve or mislead Mr***Any of the three gentlemen he spoke with could have informed him eralier of the Military Incentive and requirements if Mr*** would have askedWe are required by Toyota to fill out documents that must be signed by the customer on delivery to recieves the Military Incnetive so, there is no way it ever was a thought of anyone at the delaership that the money would go to the dealership and not the customer
The price of the Corolla that *** *** has discuseed with *** did include dealers doc fees for a title in Georgia plus sales taxOut of state titles have an out of state title fee that was never brought up because we have Mr***s address the same as you in *** , Ga I have enclosed a copy from the salesperson for review also
Thank You

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

To complaint # [redacted] on Mr* [redacted] was fixed and finalized with a
"">Final repair of the vehicle was on November 10th RO # from the body shop on a special order part installation
[redacted] –General Manager
Rivertown Toyota-Scion
1661 Whittlesey Road
Columbus,GA direct # 706-780-www.RivertownToyota.com
a GROUP 1 AUTOMOTIVE COMPANY

Mr [redacted] sent a message through our Rivertown Toyota Facebook page on Friday Febuary the 14th at 11:41 pm addressing his concerns about the GAP insurance. Mr. [redacted] the sales manager at Rivertown Toyota responded to his message on Facebook immediatley. It was agreed that Mr. [redacted] would...

call [redacted] on Saturday February 15,2014 around 9:00 am by phone. [redacted] and Mr. [redacted] spoke on the telephone Saturday morning and arranged for Mr. [redacted] to come to the dealership around noon that day to issue new paperwork removiong the GAP insurance. Mr. [redacted] showed up at the agreed upon time and a new contract was executed and agreed mutually on. Mr. [redacted]s' concern was immediatley addressed and resolved on the afternoon of February 15, 2014
Thank You
[redacted]
General Manager

I personally called the phone numbers we have file when Mr. [redacted] purchased his Camry in Febuary 2015. On July 13, 2015 the Camry ending in #[redacted] with 6673 miles on it was looked at by a Certified Toyota service advisor [redacted] and personally reviewd and inspected by the Toyota Service Manager ** [redacted]. Both diagnosed clear and evident damage to the bottom edge of the drivers side bumper cover. Mr. [redacted] opon further inspection found that the locking tabs on the end of the bumper cover were pulled through and damaged similar to the type of damage that might occur when a vehicle pulls over a parking lot stop and back back over it. Mr. [redacted] tried to explain that this is not a warraty item and he could not apply for coverage under the warranty and Mr. [redacted] made it very clear to all that he was not happy with the decision.
     Mr. [redacted] in the Collision Center did review and inspect the bumper for Mr. [redacted] and simply applied hand pressure to see if it would pop back in, but the bracket was damaged and the bumper cover would not stay in place because of the previous damage. Mr. [redacted] at that time called the Collssion Manager out [redacted] and he also inspected the bottom of the Camry and visually saw the damage. Mr, [redacted] showed Mr. [redacted] the damage but Mr. [redacted] was not satified with his decision either.
    I again will offer to Mr. [redacted] that I will supply the labor at no charge to install the needed bracker & bumper clip, but the parts will be at his cost.
 
Thank You
 
[redacted]

On complaint [redacted] on [redacted].
Tahoma, sans-serif;"> The [redacted] vehicle arrived at the service department on 05/14/2014. Vehicle was stalling, skipping and appeared to have a knocking noise. We in fact diagnosed that the engine had experienced a catastrophic failure and required replacement. The customer informed the service advisor that the vehicle was not titled in his name and Mr. [redacted] would  advise the service advisor if and how to proceed. Mr. [redacted] did request that we remove the aftermarket radio which we did at no cost to the customer and gave it to the customer. The vehicle was left on the lot for several weeks with the bike rack unsecured in the under car receiver, at no time did the customer ask us to remove or ask for the bike rack. The customer left the vehicle on the back service lot while trying to secure a title from whomever he had purchased the vehicle from. The customer ultimately sold the vehicle to an employee/technician of the dealership for $700.00 without the bike rack after the dealership told the customer we would not want to purchased vehicle without a motor for parts. The dealership did not charge the customer for the diagnostic or to remove the radio and the dealership was not aware Mr. [redacted] was just leaving the disabled vehicle while he tried to obtain ownership of it. Mr. [redacted] brought the vehicle into the service dept.  in May and had us remove the radio in May, he did not discuss the bike rack until late July after it had been abandoned.

The discussion that [redacted] and Mr. [redacted] had was for the new 2015 Corolla and [redacted] offered to beat Mr. [redacted]'s deal with another Toyota store that was at $14,900 for the same type vehicle. (the other dealers price was also all incentives to dealer based on thier advertising) Never was title in Delaware brought up, we charge $149.00 for out of state electronic fees, this fee does not apply if titled in Georgia.
The price that [redacted] offered for that time period was $14,000 plus tax, tag and title and $3.00 Lemon Law Fee, the $14,000 was to include the dealer doc fee, at time Mr. [redacted] said he was paying cash.  
The incentivized finance rate of 0% is not applicable at the agreed upon price, as all dealer incentives were included in the price given by [redacted]. Mr. [redacted] could use the current Military incentive (upon meeting the qualifications) at that pricing but not the 0%.. The Military Incentive and the College Graduate Incentive can not be combined, a customer must choose one or the other, the eligibility of those incentives are set by Southeast Toyota Finance.
The no cost maintenance plan comes from Toyota and is availible on all non-commercial new Toyota transactions.