Riverview Toyota

Dear Administrator, On the 9th of July 2015, [redacted]z visited our dealership.  Upon reviewing our inventory and assessing her needs, she elected to purchase a 2011 Toyota RAV4. It was Internet priced at $16994. Mrs [redacted] took her time filling out and signing preliminary paperwork...

and a credit application with our staff. It was her preferred choice to use only $500. As her means of cash down and finance the remaining balance. She was given options on various terms and options on cash down at that time.  After she completed all the document signing and accepted the disclosed terms and conditions, Mrs. [redacted] was provided a thorough explanation of the features and options on her new RAV4. She left the dealership  happy and satisfied with her purchase. Our records show a great picture of her with our salesman during the “celebration” process of our store. The contract was then submitted for approval and the title securing phase of the transaction took place within our accounting department. It should be noted that Mrs [redacted] originally inquired about our Dealership via our website. She put in an internet lead on the 2nd of July. On the 8th of July, one of our associates reached out and called her to schedule an appointment to view our inventory. She was quick to say that she needed to purchase a car soon and asked about cash down requirements during that call. On the 11th of July, she called the salesman and asked if it was possible to “trade” her new car in for another vehicle. She claimed that she wanted to be 100% satisfied and wondered if there was anything that the dealership could do to help. We offered to fix her issues with a “brake light” and to Detail the vehicle again. She agreed to bring it in and set an appointment for the 14th of July. On the 13th of July, one of our Internet Relations managers reached out to respond to a “lead” that appeared untouched in our system. It was indeed Mrs [redacted]’s lead and her conversation confirmed her desire to “trade” her new car in lieu of her issues with the RAV4.  It should also be noted that Mrs. [redacted] told our Finance Manager and Salesperson that she needed to trade it in to satisfy her husband. He allegedly threatened her if she were to keep the car. As an additional foot note, Mrs [redacted] “bounced’ her initial down payment of $500. She was good about bringing in cash a couple days later to replace her bad check.On the 17th of July, [redacted]z came into the Dealership to trade her car in for a 2015 Corolla. All of our documentation clearly supports the possibility of a denial of credit for unforeseen circumstances and her signatures endorse her awareness of this fact. She again left the dealership and we attempted to secure a loan. Needless to say, the second transaction was denied approval and we had no option but to give her the RAV4 back. Multiple incoming and outgoing calls from our data center confirm the dialogue above and our staff also concludes that she was well aware of her purchase on the 9th of July. We try our best to satisfy the consumer 100% of the time and take pride in being the top CSI Toyota dealership in the Phoenix Metro. We are open to assisting Mrs [redacted] in any future issues regarding her purchase and want to make every attempt to service her car during her ownership tenure.
Thank you in advance.[redacted]

Please see attached 2nd response to Mrs, [redacted]Thank you in advance,[redacted]

We spoke to this customer and they will be coming in on 11/15 to pick up a new key. This will ba done as a good will as this key is not covered under warranty. We are offering this as a way to keep our customer happy.Thank you,[redacted]General Manager

Dear Sir or Madam:

We are responding to the complaint filed by [redacted] received June 18th 2014.

We have spoke to [redacted] on numerous o[redacted]sions regarding her issues and we have tried to explain in detail as well as accommodate her requests to resolve any problem...

she may have. (See enclosed correspondence between Riverview Toyota and [redacted])

On 04//24/2014 [redacted] came in to Riverview Toyota to purchase a non certified 2012 Toyota Yaris which was posted on our website as well as stickered on the car at $14,994 (we have enclosed a copy of a picture of the Yaris that was posted on our website clearly showing the car priced at $14,994).

The warranty was cancelled on behalf of [redacted]'s request on 5/23 and a $2,000 check was sent to [redacted] (Please see enclosed request from [redacted] as well as a copy of the check that was sent).

[redacted] requested copies of the Buyers Guide and a [redacted] showing no accidents from [redacted] our GSM, he informed [redacted] that she could pick them up at our receptionist stand. We have mailed them to her certified. The Buyers guide as well as the [redacted] were presented to [redacted] at the time of purchase and she signed each one respectively. (Please see enclosed).

Her trade in was valued at $6,000 based upon Blue book, Auction and knowledge of our own merchandise as well as the trade in condition and [redacted] report at time of sale. The 2005 Highlander that [redacted] traded in showed a Bad [redacted] with two accidents which negatively affected the value of the trade as well as a damaged bumper at time of trade in. To honor our mailer, that states we will give a customer "Up to $1,000" in trade value, we gave [redacted] the full $1,000 and gave her $7,000 trade allowance for her trade in (see enclosed Trade Voucher, our internal deal screen, which shows $7,000 trade allowance and $6,000 Actual Cash Value with a payoff of $4,807.18 and applying the difference to the principal balance of $2,192.82 and a copy of her [redacted] showing the two accidents.)

Side note: We did keep the mailer we sent [redacted] as we do from every customer who comes in. We do it for audit purposes as we give out prizes with every mailer (see the enclosed actual mailer [redacted] brought in and received her prizes based upon a scratcher).

As with many of our valued customers, situations in peoples' lives arise that affects them and their credit scores. We did send [redacted]'s signed credit application to other banks in hopes of getting her a better interest rate so she may realize the savings in her monthly payments. Unfortunately based upon her Fico score we were not successful in this attempt. Although we were able to secure her financing through Toyota Motor Credit at the rate she signed for.

We have tried to defuse this situation and help [redacted], yet we have become concerned by the email [redacted] sent to the dealership  on 4/26 that stated, and I quote 11  I am going to ask (one time only) that you have a check drawn up for $3,294 or draw new documents with the total sales price of $13,846.02. Please don't make this worse than it is. With that done, I will walk and not utter another word. Fight me and you will lose your reputation for being an honest Christian man in the Sales Business. (See enclosed copy of email as well as other quotes [redacted] has sent to the dealership).

In closing we understand buying a car can be scary and stressful and we would like to apologize to [redacted] for any confusion that may have arisen as we have tried to give her any and all information she has requested, please let us know if any other supporting documentation is needed.

Sincerely, 

General Manger

Riverview Toyota

The experience was completely comfortable. They were clear with offers to contact any one with questions about the vehicle All the people involved provided consistent information and were open to questions. Riverview Toyota has a team that is friendly and very easy to deal with. At all times details were explained. At the end of the purchasing process the feeling was one of complete satisfaction.