Roseville Toyota

Revdex.com Complaint Number: [redacted] Sunday, July 12th, 2015, the client and his wife visited Roseville Toyota Certified Used Car Center. During the visit, the client expressed interest in purchasing a seven- passenger SUV and wanted to trade-in a [redacted] Accord that he and his wife were co-owners. The...

client stated the primary reason for entering into the transaction was to trade in the [redacted] Accord to remove the client’s wife from the debt of the Accord loan. They wanted to purchase a house and said their home loan officer advised them they could buy a home under the wife’s name only, provided the [redacted] loan was paid off. One of our Sales Associates helped them select a [redacted] Pilot, proceeded by a test drive and write-up offer to purchase. We determined the [redacted] pilot was too expensive. The payment was too high in relation to the client’s income. We notified the client that obtaining financing would be difficult based on his income alone. We asked to include the wife as a co-buyer to lower the payments and improve the financial quality of the application; they declined. We let the client know we would need to find a less expensive vehicle. The client agreed and again reconfirmed the main goal was to trade-in the [redacted]. Upon reviewing our inventory, we found a vehicle similar to the criteria given by the client. We test drove the vehicle. We entered into a second write- up offer to purchase. We determined the payment structure may be acceptable to a lender. Numbers were presented to the client; he agreed then took delivery of the vehicle. Tuesday, July 21st, 2015, we called and notified the client that the loan was not approved; lenders wanted additional monthly income or a co-signer. The client denied both. We advised a 10-day letter would be sent. Thursday, July 23rd, 2015, we attempted to call the client; we were unable to reach him. We received a return call from his wife, she indicated he was at work and he wanted her to call on his behalf. She was concerned the monthly payment on the [redacted] trade-in was due and the vehicle had not been paid off. We advised her we couldn’t pay off the existing loan until the new loan was approved. She said that she did not have the money to make the payment because they used most of their cash to make a down payment on the vehicle purchase. So that she could make the car payment, we mutually agreed to unwinding the purchase transaction by noon the next day, and returning the down payment. The client did not return to the dealership the next day. Saturday, July 25th, we received a call from the client. The client stated he spoke to a lawyer. The client stated we were now his bank. We told him the 10-day letter had been sent. Sunday, July 26th, the client called and said he received his 10 day letter and asked us to have his down payment check ready the next morning, he was returning the vehicle; we agreed. Monday, July 27th, the client’s wife returned the vehicle and purchased a new [redacted] in her name.

we do not sell any of our information to 3rd parties and we shred all missed deal documents except for the credit application and privacy notice which we are required to keep stored in a secure location.

the last conversation that Mrs. [redacted] and I had, she stated that she only wanted a straight across trade and that anything else was unacceptable. therefore we proceeded forward with the original contract. im not quite sure what Mrs [redacted] is wanting us to do at this point.

Good afternoon [redacted], I spoke with my staff about this and they have told me that the customer was actually here last night and we dropped the payment $40 per month and that the customer is happy.

I appreciate the offer of a rental car however the offer to also pay the additional fee of insurance due to the constant defects of the vehicle sold to me by Toyota motor company is unacceptable. Due to the...

unsafe nature of the recall and the disclosed fact my family has been unsafe in the vehicle (due to the defective air bag) I do not feel it is in any way unreasonable for Toyota motor company to take responsibility for the FULL cost of the inconvenience of the rental vehicle (including the added insurance fees). Your very unsatisfied customer,[redacted]

Persuant to Mr. [redacted] request; Roseville Toyota has allowed him to return the vehicle in question as it was not to his specifications and refunded his monies. We are very sorry for the miscommunication and look forward to serving him in any capacity moving forward. Truly, [redacted] Sales...

Manager Roseville Toyota [redacted]

Please be advised Roseville Toyota has resolved my complaint. I am satisfied.Thank you,[redacted]

I am rejecting this response because: The response I just received pertaining to my complaint  #[redacted] with Roseville Toyota is not the response that suits me. My oldest son, [redacted] age 34 was with me when we went and dropped off our Avalon in April to have the CV boot/ rack & pinon...

work done at the price of $1780 that was quoted and we paid for. Both myself and son, Aaron understood from Roseville Toyota that the CV boot was also to be done.  To me it is unsatisfactory and will never again be a customer of Roseville Toyota and will positively go on Yahoo, Google, Yelp and give their service department a horrible review to warn others. Thank you again,[redacted]

We will place your information on the do not call list. Sorry for the inconvienence.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Please make sure to remove my father's information as well.

Review: I recently bought a 2016 Toyota Tundra Crewmax on May 10, 2010 by trading my 2013 [redacted] E350. The assistant sales manager name [redacted] and financing manager name [redacted] helped me. After 2 week I was contacted by [redacted] with a voice message of saying there is a great news for my financing. This is the first lie, I call [redacted] and was immediately confronted by saying there is a problem with my financing. I was requested to make an additional down payment of $6000 on top on my initial down payment of $6000. I'm frustrated at this point when after 2 weeks time, to receive a called about financing when everything was suppose to be finalize. I have already cancel by extended warranty on my [redacted] and after two week, my monthly payment on the [redacted] was not paid off by Roseville Toyota. After two hours, I received a from [redacted] about a proposal. Roseville Toyota will like me to put an additional $2000 on my downpayment and Roseville Toyota will add additional money on the trade, I will remove my bed liner, and everything else will be the same. Therefore, my monthly payment will be approximately $600. I told [redacted], I will will give her an answer he next day because I will need to borrow money from my family to get an additional $2000. I called [redacted] and told her, I will be willing to put an additional down payment of $1800. After discussing with her superior, She agreed. I came to the dealership the next day to sign the contract. After signing the contract, I left the office and went to my car to review the contract. I notice my apr rate has changed from 3.39% to 3.98%, my dent care was also remove. I came back to talk with [redacted] about the changes. He said he didn't know. I was told, no one at the time will be able to help me and [redacted] is not at the office. I went home frustrated, look through my contract again and see that did not remove a lojack option but decided to remove other option without my approval. I tried called [redacted] and left a message but have not been contacted for a week now.Desired Settlement: Rewrite contract to remove [redacted].

Business

Response:

Please let it be known that the claim of no contact for a week is false. We have Contacted Mr. [redacted] & informed him on why and how we came to the decision that was ultimately executed. This was not only communicated to him prior to him coming into sign the new contract but a second time while he was here, as well as a third time after his concerns outlined above were brought to our attention. To address his direct concern about removing [redacted], this is an installed accessory and our due bill document that Mr. [redacted] signed twice clearly states that "all accessory sales are final." When we discussed the need to remove the bed liner due to the banks approval of only allowing a certain amount, the removal was possible due to the fact that the bed liner had not been installed on the vehicle yet, which Mr. [redacted] understood and agreed to. As far as the overall deal and structure of Mr. [redacted]'s loan he came out in a much better position and his payment was reduced by over 60dollars per month. the willingness of us as a retail dealership to absorb over 5,400 in discounts and trade value increases made the deal possible for Mr. [redacted]. While we completely understand Mr. [redacted]'s desire to have [redacted] protection the banks unwillingness to give us the amount requested, coupled with the fact that Mr. [redacted] was only able to come up with an additional 1,800 instead of the 6,000 that was required, led to the removal of that product as well as the other necessary discounts to meet the approval obtained. Outline discounts given: Selling Price-40,161 down to 37,558.06 Trade in Value-21,900 up to 23,400 Removal of Accessories- 1,352.55 (bedliner + tax Dentcare) total savings= 5,455.49 Financed balance went from 45,514.55 down to 38,354.00

Consumer

Response:

I am rejecting this response because: First of all, no one from Roseville Toyota contacted me and I have phone logs as to when calls was made and received. I have contacted Janee multiple times, and she have never responded. I called Jessica, customer relation manager multiple times as well. The only called I have received was from Jessica on 5/3/16 as a voicemail to call her back, in which I called and left her a voicemail to call me back. From there, I had to follow up on 5/6/16 and was able to talk with Jessica. From my discussion with Jessica, she had made two attempt and her pet peeve is to leave voicemails which I had only received one. I do not know what kind of message she is trying to relay here. From Roseville Toyota response “all accessory sales are final”; makes no since as dent care and bed liner was also accessory, why are they not final? This sounds contradicting to me? As for the lojack being an installed accessory, there is no where in my contract stating this a preinstalled accessory. Sticker label from the car with options does not label lojack as a preinstalled option. It does not mention lojack at all. My due bill have a line item “activate lojack $595”, does not sound like a preinstalled option when the line item specify an amount of activation. If this was the case, the line item should say “preinstall lojack and needs activation”. There is no where in my contract or documentation to lojack being a preinstall accessory from the dealer. I understand Roseville Toyota willingness make this deal work but the failure to properly approving customer upon credit check, failure to response to their customer with problems, disclosing full detail of contract is unacceptable.

Business

Response:

I am responding to [redacted] reply of dissatisfaction. To clarify his comments about no communication going back to him we have a call log that clearly shows 6 times I reached out to him with a left message and one of two of those times we spoke for 16 minutes and the other time for 6 minutes. we have been more than fair and factual with this gentlemen. at this point we have made an exception to refund the lien holder the security price as he wishes and move on from this business transaction. I have notified him that this will be taking place and he should see a credit to his account in the next few weeks.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I will accept the dearer's solution. A message to Toyota, I have never even spoke with this person "[redacted]". I just recently received an email from [redacted] about the refund check for the [redacted]. Please provide your phone log as I know me and [redacted] have never spoken. The only message I have was from [redacted], If we did, [redacted] would have been in my initial complaint to Revdex.com. Please do not make up lies about contacting me, I know who I have contacted me and who I have tried to contact, definitely do not know who is [redacted] is.

Review: Was quoted $2895 for truck shell at time of sale with a discount of $600 totaling $2295. After contract completed, dealer will not honor price quote or offer full refund of $2295 paid. Only offering a shell valued at $1399. Well below amount paid. I find this insulting and unacceptable, especially since they changed the deal after they received my payment.

I need this shell as soon as possible as it is almost 30 days since I paid them for the product.Desired Settlement: I would like them to honor their quote and provide me with a $2895 market priced valued shell. This would need to be in a timely manner as almost 30 days have past since they received my payment.

Consumer

Response:

To whom it may concern,I would like to let you know that after my complain was filed the company reached out to me and we have come to an agreement. It will be about 3 weeks till the service is provided, but we have come to an agreement on it.Thank you. Sent from my iPhone [redacted]

I want to share the experience I had with this dealership and warn others to avoid this business. If I can help even one person avoid what they put my wife and I through this review will be a success.
First off they are very very dishonest. Old school bait and switch tactics. They are straight up liars from sales to finance. If you go here to purchase a vehicle they will try to up sell you on every thing. Ever hear of dent insurance for $900.000. If you do not buy these unneeded upgrades they renege on the deal you made with sales and waste hours of your time.
We live fifty miles away. I decided to go here to check out a vehicle. Found one that was satisfactory and went with a person that works in finance posing as a sales consultant.
I went in the cubical / battlefield and was given a price and trade in value for my vehicle.
The price was ridicules and had many up sell items included. Trade in value was a joke.
I thanked him for his time and told him no thanks. I had already put together a tentative deal with another dealership. Went to leave and guess what, they kept my keys so I could not leave. I lost it with Habid the finance / sales guy. He brought back my keys and the "sales manager" Franklin. Long story short he gave me an acceptable offer. We shook hands on it and told him I would make an appointment and bring my wife in the following day to purchase the vehicle.
Arrived for a 2:30 appointment. Habid was busy with other clients doing his finance thing. My wife arrived at 2:40. We went for a road test and she decided this vehicle would work for her. This is when it turned ugly. Since Habid was busy Franklin came in and showed me the pricing. It was the price we agreed on however, it had almost $3,000
worth of add on B.S.! I told him I did not want the added stuff. We sat and waited. Finally Habid comes back with the offer and says"I have to make some money here will you at least buy the Lo-jack" I have been in the automobile business for forty years. You do not need Lo-jack, total empty up sell but I agreed to help poor Habid.
We sat and waited. I new character enters the cubical / battlefield. Andy the "sales manager" I thought Franklin was the sales manager. Andy proceeds to tell us they will not sell us this vehicle for the agreed on price. We argued and I asked to speak with Franklin. A very reluctant Franklin comes back in. I asked him why won't you honor the deal we shook on the previous day. I got sorry, nothing I can do. My wife had enough and we left pretty flabbergasted.
Summery, we were lied to and miss led by all of the people mentioned in this review. Andy is a sales consultant not a manager. Franklin just did not want to deal with the situation. Pretty cowardly of him. We wasted countless hours and drove hundreds of miles (my wife missed a half day of work) to be duped by this horrible dealership
Please DO NOT let this happen to you!!
There are plenty of reputable dealers around, Maita, Elk Grove, Vacaville to mention a few. Roseville Toyota is owned by Sullivan Auto Group.
Remember [redacted]? Avoid any dealership owned by them as they employ the same old school sales tactics. It will suck the life from you.
There is a reason that they have so many bad lengthy reviews. Even there own Facebook page reviews are bad. Read the dealership responses, the just don't care about their reputation because nothing changes. Please read the reviews.

Review: I currently own a 2009 Toyota Corolla. Since I've purchased this car I've received one recall after another. The most recent recall issued is for a faulty passenger air bag. When I called to get further information about this recall. I discovered that the passenger seat is very unsafe and shouldn't be in use. As I have a family this quickly became a problem. Then The dealership informs me that they don't have the equipment ready to make the necessary repairs so they offered accommodations to those who can't "avoid using the passenger seat". I've made several attempts to contact Toyota and make arrangements for a loaner vehicle until the equipment is ready to repair the recalled parts. Toyota has given me terrible customer service and They are unwilling to accommodate my needs for the rental vehicle.Desired Settlement: I would like a loaner vehicle from Toyota paid for by Toyota and a sincere apology for my inconvienance and terrible consumer experience.

Business

Response:

hello [redacted], I will contact my service department and find out what I can get handled.

Consumer

Response:

I appreciate the offer of a rental car however the offer to also pay the additional fee of insurance due to the constant defects of the vehicle sold to me by Toyota motor company is unacceptable. Due to the unsafe nature of the recall and the disclosed fact my family has been unsafe in the vehicle (due to the defective air bag) I do not feel it is in any way unreasonable for Toyota motor company to take responsibility for the FULL cost of the inconvenience of the rental vehicle (including the added insurance fees). Your very unsatisfied customer,[redacted]

Business

Response:

I apologize for not being able to live up to your expectations. there is nothing else I can do. I cant get involved with your insurance policy or coverages. All I can do is offer to cover the rental expense. I would even go as far as reimbursing you for a portion of your insurance bill but you have to get your own insurance in your own name with the proper coverages. I don't understand why you wont up your coverage to comply with the rental agreement. We are trying to help.

Review: I bought a 2012 Prius C at Roseville Toyota on Sept 1, 2012. I asked for wheels that I saw on another Prius C next to the car I bought and they said they could add those upgraded wheels. They charged me an additional $3495.00 for those wheels and tires. This week I went to get new tires and was told that they could not "by law" put tires on those rims because they were the wrong size. Additionally they said the tire was wearing away and there was a groove in the wheel well of the car because of the incorrect size. My brother took the car to Roseville Toyota to explain the situation and they just laughed at him. Calls to [redacted] (the owner) were not returned.Desired Settlement: I would like the correct size wheels put on the vehicle so that I can buy new tires OR just put the on the tires that originally came with the car and refund my #3495.00.

I'm probably very lucky the tires did not blow out while I was driving on the freeway.

Business

Response:

This is [redacted]. I had [redacted], my service manager, contact the customer. [redacted] inspected the car on the service drive when [redacted] brother took it in. [redacted] pointed out that the right rear tire had a grove on the outside wall of the tire and also pointed out that the inside edge of the tire had the same grove which is an indication that the tire had been ran low on air. [redacted] also inspected the face of the tire and noted that the tire was previously plugged and asked the brother if he was aware of it. The brother said yes he was aware and that he had to add air to the tire and had it repaired. [redacted] asked permission to remove the tire from the rim so the inside of the tire could also be inspected and the brother refused to allow this to happen and he began to argue with [redacted]. [redacted] also pointed out that the other 3 tires were not groved and asked the brother if the tires had ever been rotated and he said yes a couple of times. [redacted] pointed out that if the tires were rotated then all 4 tires would have groves from rubbing and this was not the case. The brother was insisting on us to pay for 4 new tires. The customer has been driving on those rims and tires since 9/26/2012. It must also be known that the customer purchased the car with factory wheels and tires and she chose those wheels and tires and asked for them to be added to her contract and we had them installed on 9/26/2012.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID .11507612, , and find that arbitration is necessary. Sincerely,[redacted]

Business

Response:

Good morning, this is [redacted] and I have been working on this with [redacted]. I spoke with [redacted] last week and let him know that we had already came to a resolution with the customer and that we had been working with the BAR on the issue. My service manager had the representative from the BAR call [redacted] to let him know what was going on. Can you please meet with [redacted] on this complaint. Thanks.

Review: I took my truck into Roseville Toyota because the check engine light came on. The repair was 600 miles out of warranty and they refused to cover it. Supposedly it was fixed, but it wasn't the check engine light came on not 1 but 2 more times. The first part failed and then after the third time it went in they had diagnosed it wrong to begin with. Unhappy I received a customer satisfaction survey from Toyota and I answered it honestly, horrible horrible service!!! Not 12 hours later their BEST service advisor [redacted]. called and bhed for 15 minutes about how lost $2000.00 because of the survey. Not once did he ever ask how he could of made it better, as a matter of face no one has ever asked that question.Desired Settlement: I want my repairs looked at closer and I want ALL of my money back! Toyota really needs to look into how they conduct surveys because now you have a very angry service advisor that has my personal information. Calling a customer and acting hostile and confrontational is absolutely without a doubt not good business!!!

Business

Response:

I am very sorry for the delay of this response. My service manager had typed out a response and for some reason it did not go thru. I have spoke with [redacted] in our shop about the situation. He has reassured me that the repairs performed to Mr. [redacted] truck were Justified. I see why Mr. [redacted] would be frustrated, it is never easy to have to deal with multiple repairs, but the repairs were two seperate reasons. I will address Mr. [redacted] myself and handle his behavior personnaly. I apologize for his comments about his pay and his survey and he will be reprimanded for it.

Consumer

Response:

[redacted]s hostile behavior was way out of line and something more than an apology should be done!It's obvious they refuse to refund the money I've asked for. The simple fact this will be on the Revdex.com website so other customers can see how they treat previous customers is enough. My time and energy is more valuable than their garbage service they provide to customers. They do not return phone calls, emails, oh and forget to send the response to you. See the pattern here?! They are very busy constantly putting out fires in this service department. The person who responded didn't even state their name. Again unprofessional!P.S. The truck was taken in 3 different times, one of those times was for failed parts they installed. But you keep thinking everything is fixed.

Review: I should have read yelp about this dealer before I purchased... The comment that fits my situation was " This dealership has a bad track record of lies, check out Toyota Sucks website, I wouldn't have bought here"...Salesman was awesome, I purchased a new Prius V for my wife's birthday, went on line and started the proses with Regent our sales person, he brought cars to my work as I work 10-7 7 days a week, this is not a meager purchase for us, finely we came to terms, we meet to dealership, and made a deal.. My contract was changed without my knowledge, it was changed from 72 to 75 months, and the 90 days they were offering on TV we were told if we want that it would not be honored.....The contracts and car were brought to my home to be signed with Regent my salesperson, we trusted and just signed stupidly without reviewing contract, as they never disclosed that they had to change the months to meet my price.. When we discovered the finance manager [redacted] said they could not meet payment at 72 months but if I want to have the 90 days they are offering we could add 10 dollars a month and .9% to loan, and drop all warrantees, but they could not honor months or the deal that were agreed upon.... TOOK A VERY HAPPY DAY, AND MADE IT A VERY DISHEARTENING DAY!!!!Desired Settlement: That they houner the 72 months and give the 90 days before first payment... Keeping my payment at $540.00 a month with my $5500.00 down to cover my trade and deposit....All I want is what we agreed upon and what they advertised.....

Business

Response:

the customer is giving your organization alot of false information. he has gone on to several websites and written false accusations that are very slandering to our company. he states that we slipped in the 75 month term instead of 72 months. the transaction was video recorded and the finance manager clearly discussed the two options and discussed the difference in the monthly payment. the customer also leads you to believe that the contracts were simply brought to his house and that he signed quickly. that too is false, he was present in the dealership with the finance manager as the contract was discussed and he signed all of the documents here at the dealership. after the entire process was done we had the salesman follow the customer to his home so his wife could sign her portion of the paperwork which had already been reviewed and approved by her husband. the real part of the story is that the customer had a conversation with a represenative of elk grove toyota who told him that he had paid too much and has informed him as to how to argue the situation to the point that we would be forced to give him the products at the 72 month term and force us to lower the prices to where his payment would stay the same. the customer is using the internet and this resource to falsely slander our name with no chance to defend ourselves. if the customer does not want the products sold in finance he can return to the dealership and cancell them. if he wishes to watch the video we would be more than happy to sit down with him and watch it together.

Consumer

Response:

I am rejecting this response because: It is false, the contracts were done in our home by [redacted] our sales person... I work 7 days a week 10-7 and offered to view online or just listen over phone...Jay has the paper that he wrote the price with warrantees and I wrote that I would do for 72 months spot for 540 a month.... We are getting tired as we have been in contact with dealer since the 17th, and if they just want to refund monies and take car back we will accept that. We also accept the fact that we never read the contract on our own and just signed and trusted that we were getting what we agreed upon, we take ownership to this mistake... We are sorry they refuse to come to an amicable resolution but will agree to their offer of refund and return of Car, my wife is in southern California with kids and car till Thursday... They just need to call to set appointment if this is there decision...

Business

Response:

we have on video the transaction. the finance manager clearly states that he would present two payment options, one at 72 months and one at 75 months. he also clearly states the paymant at the 75 month term. at this point the he said she said needs to be eliminated and the customer needs to watch himself on video and he needs to see himself signing his portion of all of the documents here at the store in the finance manager. I am sure that after he watches himself on video that he will retract the previous statements.

Consumer

Response:

I am rejecting this response because:after reading the response , we discuses the option to return the car... First thing the contracts were signed in my home with salesperson , saying we signed in a room on Video is a lie... The service and the dealership is awful, when I called to say we would take them up on the offer to return vehicle.There response was that they do not take cars back and the contract stand as is, if I want to rewrite contract it would cost us an they do not have to do any thing for us.... So at this point it is go to court or walk away knowing they are not a reputable company! I so guarantee that no one in my network which is large in the valley will ever buy a car form Roseville Toyota .... I Got Ripped Of!

Review: [redacted] sold to me a USED car that was represented as a NEW.First owner returned this car with urine smell,(Fin Mag.told me)Owner returned it because it was not big enough for his family and got a bigger car(Gen.Magr [redacted] said)Owner couldn't financed from bank.I brought in 2010 [redacted] Gold [redacted] 35,000+Mls KBB is worth between $31-32.000 if I sold it privately [redacted] Reps told me that in excess of this figure they would put me into a BRAND NEW 2015 Rave4 instead of a used Rav4 2013 w/7,000+Mls I was looking to by.They agree to honor the installation:DENT PROTECTION COATING,4 BACK SENSORS,LOWJAK,THEY OFFERED A SIDE MOLDING at no charge.The process was drugged on for 71/2 hrs.wich lead to a Decisive advantage in my situation At 10pm as you can imagine I was very exhauted,hungry,and sick with allergies I signed lots of documents and left.Nex day they call me back to re-sign second contract upon reading I notice it said USED I asked WHY? Fin. Mgr.said first contract had a mistake,so 1th Fn.Mgr was removed from his job. English is my second language therefore I did not understand the contractual terms,felt confused at times I thought I was getting a good purchase after. upon signing the second contract, I noticed it was a LEASE CONTRACT which it never was mentioned I DID NOT ask for either,Legally I been robbed because they offered 27,000for for [redacted] they gave me 22.303.14in trade-in they charge me for all items mention above.I still ow them 15,160.by 3//18 for a USED CAR /Cruelly humiliated,laughed at, embarrassed and threatened by General Mgr. [redacted],I stood up from negotiation tabl, and as I was walking out Mr. [redacted] said to me "I guess we are done, I could take your new car and keep your [redacted]"with smile, I left humiliated with tears, I suffer emotional distress,fell herlpless and hopeless.Hope my bad experience help others to be CAUTIOUS dealing with ROSEVILLE [redacted] DEALER.PLEASE PUBLISH THIS COMPLAINT for the sake of the public. THANK YOUDesired Settlement: I ASK THAT THE LEASE CONTRACT BE VOIDED AND A DEAL BE MADE FAIRLY AT THE PRICE IT WAS OFFERED INCLUDE THE USED [redacted] IN A CROSS THE BOARD TRADE.ALSO: DENT PROTECTION COATING, 4 BACK SENSORS,LOW JACK AND SIDE MOLDING BE INCLUDED AT NO CHARGE I WANT TO CANCEL TIRE PROTECTION PLAN, THIS MONEY TO BE RE-ENBURSE TO MY CREDIT CARD [redacted] IF ALL OF THIS IS UNACCEPTABLE, I ASK TO BE RETURN MY [redacted] IN THE SAME CONDITION AS IT WAS GIVING IT TO THEM. I DOn't WANT TO HAVE BUSINESS WITH THIS DEALER Im scared

Business

Response:

Mrs. [redacted] came to our dealership for the first time on 3/24 and was looking at a number of vehicles including the exact vehicle that she is referencing. she spent quite a bit of time here that day and tried to negotiate a deal for her trade and also our vehicle. she left that night without purchasing because we could not come to terms that were agreeable. she did not rush into a decision. she returned the next day and spent a couple of more hours trying to negotiate more and left again because we could not agree on terms that worked for both parties. she is a very good negotiator and took her time before making decisions. she returned the next day, for a third time, and worked with [redacted] who is the grandson of her husband who had recently passed away. she was reluctant to work with ** at first because of something that had happened years ago as she referenced to me that he was a TROUBLED kid. she told me that after thinking about it for a while she had decided to put her grudge against him behind her and wanted to start fresh. she had been trying to negotiate a straight trade, her 2010 [redacted] for our 2015 Rav 4. two days in a row she knew this was not even close to a deal and was negotiating to pay the difference which she really didn't want to do. ** presented her with a 1 pay lease which is a 3 year lease with only one payment up front and a residual balance at the end. ** explained that this would also allow us to buy her [redacted] from her and we would also give her back $5000 as the amount of the 1 pay lease was less than the amount we were giving her for her [redacted]. she agreed and moved forward with the lease. we had explained that the Rav she was leasing was previously sold and unwound. we explained that it would be contracted as a used vehicle and she signed a lease contract as a used vehicle. im not sure why she is saying that we signed her up the first time as a new contract. there was a need for her to re-sign new documents the next day which she did. the second time she signed the contract was disclosed as used also. we have copies of both contracts if you need to see them. she came back later trying to return the vehicle because a friend of hers told her she paid too much and wanted to re negotiate. she tried to even state that she did not speak good English which clearly is not the truth. I met with her and even offered to switch the lease to a purchase and to show her the amount she would have to pay for the difference, she agreed to look at the figures and when I brought them to her she said that she demanded that we renegotiate to a straight trade. she then made an accusation that was not friendly or fair to ** to make him feel bad as a person because of the past. I let her know that day, because of her games and tactics that all offers were off the table and that we would move forward with the contracts that were already executed.

Consumer

Response:

I am rejecting this response because: I came to the [redacted] dealership with the intention of accepting your OFFER to purchase the 2015 RVE4, and voiding the lease agreement as indicated.This included accepting the $5,000.00This offer was and still is acceptable to me as a final resolution of this issue.I would like to proceed with this action as soon is possible. THANK YOU MUCH.

Business

Response:

the last conversation that Mrs. [redacted] and I had, she stated that she only wanted a straight across trade and that anything else was unacceptable. therefore we proceeded forward with the original contract. im not quite sure what Mrs [redacted] is wanting us to do at this point.

Consumer

Response:

The complaint has not been resolved yet, and my intent was to enter the statement below:'My intent was to accept the written counter-offer presented to me by Toyota to void the lease contract of the 2015 Rav 4, and allow me to purchase the vehicle under separate contract.'I consider this proposal an acceptable resolution to my complaint, and appreciate Toyota making this offer. Please advise me on how to proceed with accepting the offer.I would like to thank both you and Toyota for your efforts in resolving the Complaint.

Business

Response:

[redacted] will need to come down to the dealership in person to discuss what it will take to switch from the lease to a purchase at this time.

Consumer

Response:

Thank you soooo much [redacted] I ownn My RAV4 thanks to your cooperación MUCHICIMAS GRACIAS por la ayuda que brindas a las personas como yo sin su ayuda no hubiese podido tener éxito en mi queja Que Jehova nuestro Dios lo bendiga hasta pronto. [redacted]

Review: My partner and I have sent emails, phoned and returned countless pieces of unsolicited, predatory mail from Roseville Toyota/National Processing Center over the past year with only temporary success. The mailings stopped for a few months but started again last week; we just received the second mailer in a week. I have crossed out our names and address, requesting permanent removal from their mailers. The mail comes under[redacted]. Roseville Toyota / National Processing Center are preying on people who have gone through bankruptcy, abusing the public information as far as I am concerned. We have no intention of buying new cars and certainly not from this place. What recourse do we have if they don't stop? Is the Revdex.com a good place to report this?Desired Settlement: we just want the harassing mailers to stop, permanently.

Business

Response:

my apologies, I will have your information flagged again in our system. we pay to have letters sent out to customers who have finalized thier bankruptcies and have shon an interest in re establishing with an auto purchase. the company that provides the letters must not have removed your information from thier system. we will ask them to remove your name from any of our mailings. sorry again.

Consumer

Response:

After calling Roseville Toyota Scion directly several times over the past couple of years, requesting to be taken off their mailing list (without success), we filed a complaint with Revdex.com (don't remember how long ago). We received an email from Revdex.com that the business had been contacted to correct the problem. Today there were two more letters to my partner & myself. Perhaps the problem is that these mailings are coming from [redacted]0, but isn't it Roseville Toyota's responsibility to take care of getting us off their list?This feels like harassment and if it doesn't stop, will contact an attorney to see if there is anything we can do legally, if Revdex.com can't help us - or what do you suggest?We have no intention of purchasing vehicles, and certainly not from a business that harasses people.To be permanently removed from any and all mailing/phone/email lists, no contact in any form, for any purpose - we want no contact from this business.

Business

Response:

Can I please get a copy of the letters to see where they are coming from and so I can make sure it stops.

Consumer

Response:

The return address on the envelopes is [redacted]. We would appreciate Roseville contacting this company to remove our names from their mailing list. This is inappropriate marketing and must stop.

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me - as long as Roseville steps up and takes care of this.

Review: After purchasing car and having it for 40 days,retailer unable to secure financing. They had poor communication and customer service.

I applied to purchase a car. Sales manager called and sent many emails telling me I was approved. I went in, traded my car, signed all paperwork, insured the new car and drove car home @ 10:30 pm on 9-27-13. I returned all paperwork asked of me within 2 days. No communication further from the dealer. Yet I had not received anything in the mail for my payments. After calling and calling and 40 days later and again due to my phone call, They stated they could not secure financing.. So I have to return my car. Not to mention I'm still paying on my trade in Because they did not pay it off.. And I was late and getting collections calls.Desired Settlement: I am asking for an apology. I want to make consumers aware of their poor business practices and poor customer service.

Business

Response:

Initial Business Response

I do apologize for the lack of communication on behalf of my employees. we had submitted your loan and recieved an approval. the problem that we faced was that the income that you stated on the application was not able to be verified and backed up with documentation. we continued to try and find a lender that would accept the loan based on the amount that could actually be proven. these circumstances take time and my team tried to work on the loan as hard as they possibly could. we did not intentionally sell you the vehicle to only have to take it back. we did not charge you any $ for the miles or the time that you had the vehicle. again I apologize for the lack of communication, we should have kept you in the loop on a weekly basis as to the situation of the loan.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

My complaint was not based on the fact the loan couldn't be processed. My complaint was based in the condition you returned my car. That it was dirty and dusty, an empty gas tank and the alarm wouldn't work.

In your response you lack the responsibility to that and publically focused on why my loan couldn't go through. This is not about the loan!!!!!!

It's about your dealerships POOR customer service!!!!!