Rosner Toyota of Fredericksburg

Review: I am submitting this as general power of attorney on behalf of [redacted] my 84 year old mother, who is a widow. She went into Rosner, where she's been taking her car each year ever since she bought the car from them, new, in 2003. She wanted an oil and filter change and check why the engine light was on. Instead of doing just that, they also told her she needed to have the following maintenance work:

1..Brake System Flush...$133.95

2...Engine Air filter replace....$38.94

3...Power Steering Flush...$159.95

4...Cabin air filter replace....$55.50

5...Replace PCV valve...$50.41

6...Fuel injector flush....$156.65

7...Evaporator Service....$66.50

8...Wheel Alignment....$89.95

9...Engine Belts...!73.18

10...Replace Spark plugs...$157.76

11..Automatic Transmission Flush...$279.95

12..Radiator Flush $165.20

13...Oil and filter change $39.91

14...Check engine light on.....$616,94

Grand Total costs $2,280

The 2003 [redacted] only has 38,000 miles on it. Taking advantage of [redacted] telling her she needed all these maintenance items done, instead of telling her these were not mandatory but optional recommendations. She felt like they told her these things had to be done. Clearly taking advantage of a Senior CitizenDesired Settlement: I talked with Toyota representative, [redacted] (I think that was her name...she was the rep who talked to my mother about these 'repairs'), and I did not get satisfaction at all. She claimed she told my mother, [redacted], these were optional maintenance items, and she did not have to do them. [redacted] told me that she was never told these items were optional. She said that Toyota told her that her car was 11 years old and the fluids were broken down and had to be replaced.

[redacted] would like a significant refund of at least $1,000, to remedy this. Clearly she was taken advantage of.

Business

Response:

Revdex.com

720 Moorefield Park Drive

Richmond, VA. 23236

Complaint ID#[redacted], brought her [redacted] in for a check engine light issue, as we do with all of our customers, a 27 multi-point inspection was done to the vehicle.

We addressed the check engine light, and presented the findings along with the findings from the inspection as we always have with [redacted] during her

Previous visits . at no time on the services has [redacted] expressed any issues with our findings or suggestions to keep her car in a top operating condition.

Previous visits on 3/12/13 $251.51, 5/29/12 $55.39, 10/6/11 $681.63 show that we present the finding and [redacted] being the legal owner gave us permission to

Proceed with the repairs. As with the repairs in question, we here at Rosner Toyota take pride that we do all work with integrity and above all ethics. We do not

hard sell or use scare tactics. We give the customer or findings and the customer makes the decision to do the work or not. In this case the work was suggested

because of the age of the vehicle not the mileage and the fact the car sits for long periods or is used for short trips, which can cause more issues than a car with high

mileage.

At no time in the 11 years [redacted] has been doing business with us have we ever been made aware that [redacted]’s son’s POA covered any decisions made

By [redacted] on the upkeep of her car.

If you have any further need of information or questions please contact us.

Thank You

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: We have a written agreement to have a new windshield and paint touch up on drivers side door. We have contacted them several times for an appointment but they never call back to get us in. The agreement only gives us a 30 day window.Desired Settlement: I would like these services to be completed as our written agreement.

Business

Response:

Good morning[redacted]-

I am responding to Revdex.com complaint #[redacted]. This was a simple oversight on our part. I spoke to [redacted] this morning and have set him up to have these items addressed as promised when we completed the deal. He will be dropping his vehicle off here on Friday August 15th, 2014, we will be putting him in a loaner car, and will have the paint repaired on Friday, and the windshield replaced Saturday morning. The [redacted] will pick their vehicle back up Saturday afternoon. I apologized for the inconvenience and lack of engagement. I believe the [redacted] are ok at this time. Please reach out to me if there are any other questions or issues.

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: After doing a search on Autotrader.com for 2005 - 2011 model year Lincoln Town Cars, I found a [redacted] model available from Rosner Toyota of Fredericksburg for an advertised price of $7685 (the price has since been raised to $7885 on their website). When I called this dealership to inquire about any additional fees I would have to pay to purchase the car, I was told that in addition to the title, tax and tag fees I would have to pay a $699 processing fee, and that was all. The salesperson that I spoke to, Mr. N[redacted], said that he would speak with his manager and prepare a document for me outlining all of the costs involved in purchasing this car. He offered to send this information to my smartphone, but I asked him to send it to my e-mail address instead, which he did. The form that I was e-mailed listed the vehicle selling price as $7685, the same figure that I had seen on Autotrader and Rosner's website. However, in addition to that amount and the aforementioned taxes, tag and title fees and the $699 processing fee, I was now being expected to pay an extra $1495 for "reconditioning" of the car, bringing the total purchase price of the car up to $10,,425.14.

I understand that dealers frequently charge an administrative or documentation fee for their services in preparing the paperwork associated with the purchase of a car, and that this amount can add a few hundred dollars to the selling price of a car. But I specifically asked for all extra fees and charges involved in buying this car, and it was never stated in their advertising that I would also have to pay $1495 for reconditioning on top of the advertising selling price. Why advertise a car for $7685 if the dealer knows that it is going to cost the buyer almost $1500 more than that price PLUS their processing fee of $699 to buy the car?Desired Settlement: In my opinion, the dealer needs to include any "reconditioning" fee in his advertised price. People are being misled into believing that they can purchase a vehicle for just $7685, plus tax, tag and title fees, when in fact the true cost of the purchase will be almost $2200 above the advertised price when the reconditioning and processing fees have been added on. Any advertising for a car, whether on the dealer's own website or an external site such as Autotrader, should clearly disclose the amounts of ALL of the fees that the dealer will charge a customer to buy a particular car.

Business

Response:

Tell us why here...

My name is Chris C[redacted], Sales Director at Rosner Used Car Super Center. I understand Mr. [redacted] complaint he submitted. We do have fees that we charge such as reconditioning and processing fee, DMV taxes and tag/title fees. We do our best to be transparent and provide all our fees upfront to our customers. In the disclaimer at the bottom of all our vehicles, new and pre-owned (see below) It does state that there are additional fees on all vehicles. In particular, with the pre-owned vehicles there is additional reconditioning fee.

Our intent is to provide an upfront and straight forward business approach to our customers. I do not take any complaints lightly and wish to speak with Mr. [redacted] directly with his permission. I have reached out to Mr. [redacted] with a voicemail today 3/31/2016 at 3:35pm to help with a resolution.

[redacted]All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracy. The prices shown above, may vary from region to region, as will incentives, and are subject to change. Vehicle information is based off standard equipment and may vary from vehicle to vehicle. Call or email for complete vehicle specific information.

*Additional Manufacturer Rebates may be available to reduce your ROSNER price further! Please contact the dealer for additional manufacturer rebates that may be available that could reduce your price further! ROSNER prices include current manufacturer rebates and factory incentives, some of which may require financing through the manufacturer and are therefore subject to credit approval. Additional factory rebates from certain manufacturers, such as first time buyers, recent college graduates, veterans and/or active members of the military, owners of competitive makes, loyalty rebates etc, may be available. ROSNER pricing may not be compatible with special factory financing. ROSNER prices are valid based on manufacturer incentive program time periods.We make every effort to provide accurate information, but please verify options and price before purchasing. All vehicles are subject to prior sale. All prices are special internet prices only. All financing is subject to approved credit. All used vehicle prices exclude Tax, tags, reconditioning fees, and processing fee of $699 in Virginia additional. All new vehicle prices exclude tax, tags, and processing fee of $699.[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted].I am unable to verify that the original ad I read on Autotrader.com stated that the price of the car did not include a reconditioning fee or processing fee, as the ad appears to have been removed from the Autotrader website. In doing a similar search for [redacted] models priced under $9000 on Cars.com, I found this ad, which states "Internet prices exclude tax, tags, processing fee and destination". There is no mention of a "reconditioning fee" in this ad.[redacted]When I called the dealership to inquire about the availability of this vehicle, I specifically asked James N[redacted] what additional fees I would have to pay to purchase this car above the asking price mentioned in the Autotrader ad. He told me at that time that I would have to pay a $699 processing fee in addition to tax, title and tag. He did not mention anything about a reconditioning fee, which is rather substantial in this case.The listing for the car on your website does state, in small print, that the price does not include reconditioning fees and a processing fee of $699. But this is in small print at the bottom of the page, not in the description of the car where most potential buyers are likely to see it. Adding in the reconditioning fee and the processing fee takes the true cost of the car ABOVE the market price, so any claim about "savings" is misleading, in my opinion.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Purchased a [redacted] on 11/01/2013 with zero percent financing for 60 months. Traded in a [redacted] with negative equity of what we believed to be 12000. Financed 53000 with current payoff of 48000. The van causes extreme pain in my wife's back and leg, when we contacted Rosner regarding trading in the vehicle on another [redacted] we were told we had close to 20000 in negative equity. I questioned how a van that was only six months old with less than 5000 miles had depreciated over 9000 dollars...after contacting three other local [redacted] dealerships we found out that the retail price on our model of van set by [redacted] is only 32000, so we unknowingly financed 5000 in negative equity on the [redacted]. This didn't make sense to us as the whole reason for purchasing the van was to eliminate the negative equity we had accrued with the [redacted]. Since the model was too new at the time for us to gather any pricing information on from [redacted] or other resources, we had to trust the price given was the suggested [redacted].

We should have known better than to trust this particular dealership from the start.

When looking at different models we stated that we really needed to have outlets for our daughter to charge her phone in the middle area of the van. We were told they were not available only to learn upon reading the manual after purchase that they are typically standing in our particular model.

We were also told that Black and Navy Blue were no longer offered in the 2014 [redacted], only to see models on the lot just a short time after purchase.

Finally, our title listed 12 miles when the van actually had 179 upon delivery, when mentioned to the General Manager he claimed that "he must have left off a number when filing out the title", really because 12 and 179 are so easily mistaken. We were later told by other [redacted] purchasers that typically you receive a refund for the additional miles that have been put on a new car, but we received nothing from Rosner.

Our navigation system has some errors in usage, but I am afraid to have it looked at by Rosner as I can no longer trust their integrity.Desired Settlement: We would like the negative equity that we were deceived into accruing removed from the [redacted] in order to make it possible to trade in the vehicle on one that does not cause pain for my wife to drive. Had we known that vehicle was being sold five thousand over the suggested retail price we never would have completed the transaction.

Business

Response:

Good Afternoon [redacted]-

This is in response to claim #[redacted]. I called the [redacted] on May 15th, 2014 and iinvited them in to see if we could get them squared away and into a vehicle that was comfortable for [redacted] since the [redacted] she bought was hurting her back.

They came to the dealership on Saturday May 17th and test drove several vehicles. I think she felt as though what she was test driving was going to continue hurting her back. She did find the [redacted] to be somewhat more comfortable because of the location of the center arm rest. They took this car home on an extended test drive, several days, and returned it later stating that she felt it wasn't going to work either. The only that may have worked was a [redacted] (Truck), that she didn't show much interest in.

It's a tough situation because of negative equity in their trade, so only a few types of cars would actually work for their needs (payment). I reached back out to them on the 19th of May by phone to see if there was anything else I could do to help with this situation. As of this point, June 3rd, I have yet to hear back from them. I will do my best to help them out if and when they decide to call or stop by to see me.

Thank you,

General Manager

Rosner Toyota of Fredericksburg

[redacted] desk

[redacted] cell

Consumer

Response:

I have reviewed the offer 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.

While everything [redacted] stated in his statement is fairly accurate there are some factors not mentioned that prevented the situation from being resolved.

The first being that Rosner Toyota was unwilling to absorb any of the negative equity they placed on us by selling the van over the suggested retail price. There were several vehicles we were interested in, especially a recently traded in [redacted] or a new [redacted], but they were unwilling to reduce the price or come up with financing options to solve the issue they created.

We were left with one option, to purchase a [redacted] retailing at $65000, which would have given us a payment of over 1000 dollars a month for seven years. We were even told the [redacted] we had discussed was not an option after being assured it was. We repeatedly asked for numbers on this vehicle to see if I could drive it and allow my wife to drive my vehicle. We were at that time told we had to meet with the finance director to discuss why the truck was the only option.

We were told by our salesman, [redacted], to come in on Friday the 23rd to meet with [redacted] and the finance manager. When we arrived at the dealership to drop off the [redacted] and to have our meeting, we were told that both parties had left earlier and had no knowledge of the meeting. I don't know where the communication broke down, but it wasn't on our end. We left a message for [redacted] explaining we had been there and let [redacted] know by text that we dropped off the car and no one was there for the meeting, he simply responded "ok".

[redacted] did leave a voicemail for us to call him a week later. During that time we met with [redacted] who were able to get us into a [redacted] with all the options we requested, by offering several incentives and reducing the vehicle to four thousand below list price we were able to purchase the vehicle with the same payment as the [redacted]. In five hours they accomplished what Rosner was unable to do in three weeks time.

During this time we also contacted [redacted] and were told that while they could not condone the actions of their dealerships their only recommendation was to hire legal counsel to pursue the matter farther. Obviously that is not something we have a budget to pursue. Fortunately we have a vehicle that does not cause my wife pain, but we are still out the amount they overcharged us in the first place on the [redacted] and no restitution for the out right lies we were told regarding color and options. [redacted] original message to us was that he would "do whatever it takes to make you happy", this is lie. He was willing to sell us another car at a profit to himself but made absolutely no attempt to correct the errors that were made or to absorb any of the negative equity they had caused.

At this point we have nothing good to say about Rosner Toyota. We didn't expect to receive any type of closure to this situation, obviously they are well skilled at taking advantage of their customers with no regards to the outcome. Our only remaining option is to make sure we share our story with everyone we come in contact with in hopes of preventing others from having the same experience.

Regards,

Review: [redacted] 4x4 V6 Manual transmission break down on me on 7/22/2014 on Interstate 95, and I [redacted] towed it to their dealership in Fredericksburg. The next day on 7/23/2014, a service adviser calls and told me that they think is the transmission, and it may be covered by warranty, but if it is not, I will have to pay $380 to fix it. On 7/24/2014, the service manager bill called me that they misdiagnosed it, the problem is actually the "clutch" and it will cost $2000 to fix it. I told him I am a student, and can't afford that, and will be there on 7/25/2014 to pick it up. When I arrived there today, they told me I will have to pay the $380 for diagnosing the transmission, when there was nothing wrong with it in first place, but want to charge me because of their misdiagnoses. I told him I can only pay for regular diagnoses fee for the clutch. He refused to release my vehicle. I asked to speak with the dealership manager and he said he is on vacation and will not return until Monday 7/28/2014. I asked to speak with the [redacted] of the dealership; he said he retired last year and cannot be reached. And the worst of all, they had drop my transmission and he said it will also cost me extra to put back in my vehicle, or I can take it with the transmission on the bed of the truck. These are all because I cannot afford to fix it at the dealership for that amount. I already have multiple estimates for way less than they are asking. My lowest estimate is Pep Boys of Fredericksburg for $668 plus tax to replace my whole clutch system.Desired Settlement: I need my transmission put back into my vehicle, and only need to pay for diagnosing the clutch, and not the fee for misdiagnosing the transmission.

Business

Response:

CUSTOMER CAME IN ON 7/23/14 COMPLAINING OF TRANSMISSIONS ISSUES. TO DIAG THE ISSUE THE TRANS HAS TO BE PULLED FROM VEHICLE, THIS BEING A 4X4 VEHICLE TIME CHART CALLS FOR 7.0 HRS

TO REMOVE AND REPLACE TRANSMISSION. THE MONEY QUOTED WAS FOR THAT PART OF THE JOB, NOT A COMPLETE CLUTCH REPLACEMENT.CUSTOMER HAD CLUTCH REPLACED TWO YEARS AGO ACCORDING TO HIS SERVICE HISTORY, AND KNEW THE PRICE WAS $1600-$2000 DEPENDING ON PARTS NEEDED

THANK YOU

ROSNER TOYOTA FREDERICKSBURG

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], I am still not satisfied, but will pay them $300 for doing nothing to my truck. I am now calling [redacted] to tow my vehicle to another repair shop to be repaired. I will never again do business with the Rosner dealership group, and will continue to give bad reviews about them for making me pay for their misdiagnoses of my vehicle. I only pay because I need my vehicle fix, as this is my only means of transportation. I will ever remain a dis-satisfied client of theirs.

Regards,

Review: We took our car to Rosner Toyota to have power steering hoses replaced. After paying the bill and arriving home, we discovered that the bottom of the car had not been reassembled and parts were hanging out, making it unsafe to drive. There may be further damage to the car that we can't see; the car needs to be inspected by a competent mechanic. We called repeatedly trying to resolve the issue but the customer service was dismissive and rude. Eventually they offered to pay for further repairs, but this is not a sufficient remedy. We should be refunded for work that was poor quality and made the car unsafe to drive.Desired Settlement: We should be refunded for the poor service and have further inspection and repairs paid for.

Business

Response:

Good morning [redacted]I have read and researched the following Revdex.com case #[redacted] pertaining to a complaint filed against Rosner Toyota of Fredericksburg by [redacted]. The repairs we performed to her car were performed on August 26th, 2013. After researching, I have found that the parts that were "hanging down", are actually the lower plastic splash shields that shield the engine from water during driving in a rainstorm. Unfortunately, these shields wear out over time as they are made of plastic. The clips that hold them in are plastic and also wear out. These shields are frequently removed and reinstalled during the life of the vehicle to perform maintenance. After a while the clips begin to fail, and will let the splash shields start to fall. Our mistake in my opinion, was not trying to sell her new clips while the car was under our care. I'm sorry for this.

We have been in contact with [redacted], and asked her to take it to a local [redacted] dealership for their evaluation, and we would be happy to pay for the evaluation, and any repairs they recommended that are due to the splash shield hanging down including the replacement of the shield and clips themselves. I feel as though this is a fair offer, and will not be refunding the full amount of the repair as these were necessary repairs on a vehicle of this age and miles, and have nothing to do with the splash shield falling down.

Please let me know if there is anything else I can be an assistance with. Thank you very much for your time!

Sincerely,

Review: I bought a [redacted] from Rosner Toyota in Fredericksburg, Virginia. It was advertised on the intranet as a certified vehicle. They told me that I had to pay extra for the certification. I paid an extra 1,000 dollars for the certification. I later found out that was not true and the certification was included in the price and I could not get my money back. I was told I should not have bought that car from the salesperson.

The car was extremely dirty, missing a hub cap, had one badly damaged hub cap, check engine light was on, and no owners manual. I asked if they could fix those things before I bought it. They said they could but it would be an extra 300 dollars. When I picked the car up they only replaced one hub cap and did nothing else.

I took it back again. Once again the salesperson said I should not have bought that car. He then said I told you so. That was all the help I could get. When I picked up the car again nothing was done.

I feel ripped off an embarrassed by the incident. It is causing me undue stress and health issues. I overpaid 1,300 over the sticker price and have received nothing in return. My car is currently un safe to drive. I was told this by a certified [redacted] mechanic.

One more thing. I was told could not test drive the car because they did not have a tag but was assured there was nothing wrong with it.Desired Settlement: The over charged me $1,300 dollars and the vehicle is defective. They need to give me back the $1,300 dollars and repair the vehicle. Below is an overview of the problems.

I bought a [redacted] from Rosner [redacted] in Fredericksburg, Virginia. It was advertised on the intranet as a certified vehicle. They told me that I had to pay extra for the certification. I paid an extra 1,000 dollars for the certification. I later found out that was not true and the certification was included in the price and I could not get my money back. I was told I should not have bought that car from the salesperson.

The car was extremely dirty, missing a hub cap, had one badly damaged hub cap, check engine light was on, and no owners manual. I asked if they could fix those things before I bought it. They said they could but it would be an extra 300 dollars. When I picked the car up they only replaced one hub cap and did nothing else.

I took it back again. Once again the salesperson said I should not have bought that car. He then said I told you so. That was all the help I could get. When I picked up the car again nothing was done.

I feel ripped off an embarrassed by the incident. It is causing me undue stress and health issues. I overpaid 1,300 over the sticker price and have received nothing in return. My car is currently un safe to drive. I was told this by a certified [redacted] mechanic.

One more thing. I was told could not test drive the car because they did not have a tag but was assured there was nothing wrong with it.

Business

Response:

Good evening[redacted]-I am writing in response to Revdex.com Case #[redacted]. I have spoken to [redacted] and explained some of the things he described in his complaint to your Bureau. As far as the $1,000. certification fee goes; I explained that we had to charge that fee because the car he chose was not certified in our store. It was located in our sister store, [redacted]. The certification is a Non-transferable product from store to store. I also agreed to replace the hubcap and floor-mats as promised, and also provide him with a new owner’s manual. For the record, the car certified the way it was delivered, with the exception of, apparently, it was filthy according to what [redacted] told me during our conversation. He was not satisfied at all with our reconditioning job and decided to do it on his own. Therefore, I also agreed to refund him $300. for the reconditioning of the car. The parts are currently on order and [redacted] will be notified when they are all here. After my conversation with him, I believe that he is willing to be satisfied after all of the above are completed. I apologized for the way this whole thing went down, and tried to assure him this is not the normal way we do business. Please feel free to reach out to me if you have any further questions that I can answer.Thanks, [redacted]General ManagerRosner Toyota of Fredericksburg[redacted] desk[redacted] cell[redacted] fax[redacted]

Review: My mother at one time owned a [redacted]. Before she died over three years ago, she had transitioned to a [redacted] product. Since shortly after my mother's death in June 2012 I have been receiving advertisements and solicitations from Rosner Toyota. I have emailed them, personally visited them, and spoken to them on at least eight occasions asking to have her name removed from any and all Toyota mailing lists. They have promised to comply with my requests, but have not.

My mother will not respond - she is deceased!Desired Settlement: Remove the following individual from any and all correspondence from Rosner Toyota:

Business

Response:

Hi [redacted]-My name is [redacted] of Rosner Toyota of Fredericksburg. I have called and have spoke to Mr. [redacted] concerning the mail that we continue sending to his deceased mother. I have apologized and explained the problem Mr. [redacted]. The problem is, we purchase lists through our various advertising companies. Everytime we purchase this list, that same name and address keep coming back. These are public records through the state of Virginia. For some reason, I'm not sure why, wherever they purchase this information from, still has not been notified of the death of [redacted]. She is not even in our system, and viewed as Conquest data that we purchase. I don't know how to remove her from whatever record she keeps popping up on. However, I have told all of our advertising agencies to remove her from any future lists we pull before the mail is mailed. I assured him that we are not purposely trying to antagonize anyone through our advertising, and realize that from a consumers standpoint, it's very frustrating. [redacted], please find the letter I sent to our advertising agency requesting this removal. I also told Mr. [redacted] that I removed him just in case. Thank you very much for your time.Sincerely,[redacted]

Review: My wife and I purchased a [redacted] from Rosner Toyota [redacted] in November, 2010. No issues with the sale at the time of purchase or customer support/repairs/maintenance since the sale.

My complaint is that several times PER WEEK, we get constant phone calls for car exchanges/"deals." We get flyers constantly. We have never responded to any advertisement. Today, [redacted] (sales rep) called my wife's personal cell phone and asked for "[redacted]" [me]. My wife asked who it was and the purpose of the call, at which time [redacted] began to pitch sales and promise lower payments to her... . My wife stated that she was not interested, has asked multiple times to be taken off the caller/mailer lists, and that I wasn't home. When informed I wasn't there, [redacted] claimed that he had a "deal" for her, and that he had already spoken to me and that I APPROVED his "deal" as long as it was "OK" with her to proceed with the "deal." This is a complete lie. This is a slimy, deceitful and manipulative sales harassment that could adversely impact my family. At no time have I ever had a conversation with anyone at Rosner Toyota outside of my purchase in 2010 and visits for routine scheduled maintenance. [redacted] deliberately lied to my wife in order to gain personally and financially. My wife shunned [redacted] sales harassment and again asked to be removed from the Rosner Toyota caller/mailer list (as she had done just one week prior).

What if my wife made a financial commitment/ contract with [redacted] and Rosner Toyota because of [redacted] manipulation? This has a potential enormous negative financial impact to my family. My wife is very smart and our financial goals aligned, what if she believed [redacted] deceitful ploy - that I had spoken with him and approved his "deal" - she may have fallen for it and then we would have been financially committed to Rosner Toyota for something we never desired, wanted, discussed or approved!

When I got home from work at 9pm, I was informed about this conversation by my wife. She asked me if I spoke to [redacted] - of course I had not. I called the number on her cell phone and [redacted] picked up. I politely informed him of my disapproval of his lying, calling my wife, and manipulative sales tactics. I requested the name of his boss. He told me [redacted] (?sp). I asked him to never call my house, me or wife's cell phone again.

Issues:

[redacted] is taking it on his own regard to call my wife on her personal cell phone to manipulate and lie to her for personal financial gain.

[redacted] used deliberate, deceitful, premeditated lies to personally gain at the potential financial detriment and well-being of my family.

Rosner Toyota has overextended a car purchased from their dealership as a personal invitation to harass my family weekly via phone and mail.Desired Settlement: I would also like an apology from Roser Toyota.

Business

Response:

Good morning [redacted]-

This is in response to Revdex.com complaint #[redacted] submitted on May 2nd, 2014 @ 10:49pm. After reading the note from [redacted], I immediately picked up the phone to call him to speak to him or his wife. I listened as [redacted] basically reiterated what was in his notes to your Bureau. I explained that while I was not privy to the conversation, that what he was describing is not the way we train our people to do business. I apologized, and assured him that I would take action with the employee(s) to make sure we are not calling our customers, and telling them information that wasn't true. I also explained that we are performing our duties as salespeople to be making these calls, while at the same time with honesty and integrity.

I asked [redacted] to please pass my apology onto his wife, and that we would add their names to our "Do Not Call" list.

Thank you,

General Manager

Rosner Toyota of Fredericksburg

[redacted] cell

Review: My husband and I went to [redacted] in Fredericksburg,VA to trade in our truck. The gentleman pulled the [redacted] on our vehicle and we found out that according to the insurance company on the [redacted] the vehicle was listed as a total loss due to an accident. We purchased our vehicle from Rosner Toyota in Fredericksburg,VA a little over a year ago and was never told that the vehicle was listed on the [redacted] as a total loss. We went over to Rosner Toyota to speak with the manager about the situation and he said he did not know of the issue. I showed him the [redacted] from [redacted] and he offered to show us some other vehicles they had at Rosner Toyota. A salesman showed my husband around. The manager than spoke with the salesman and told him to take us over to the showroom where the new vehicles were because we'd be better off trading in for a new vehicle. We went ahead and followed the salesman over to the showroom, the salesman than showed my husband some newer vehicles and found one that he had liked. We filled out all the paperwork, they did a credit check. The salesman than came back and told us unfortunately our credit score was 560 and needed to be in the 600's in order to do anything and that they could not do anything for us. We are not satisfied at all with the outcome we felt there should of been something they could do for us considering it was their error in the first place when we bought the vehicle.Desired Settlement: we would either like a new vehicle, or our money back considering they are supposed to tell us/show us everything listed on the [redacted] about the vehicle regardless and did not completely do that.

Business

Response:

Good Afternoon [redacted]-

I am responding to Revdex.com Case #[redacted] Sorry for the delayed response, but I wanted to gather my facts. On February 4th, 2013, [redacted] and [redacted] purchased a [redacted] from us (Vin #[redacted]). It had 94,827 miles on it. At that time we presented them a CLEAN [redacted], and had them sign off on it. A copy of that is attached for your viewing. Since then, [redacted] has gone in and amended that report on 3 different occasions. Two were back-dated to January 5th, 2013, and one was back-dated to February 25th, 2013. Therefore, neither the customer, nor Rosner had the benefit of this information prior to the sale on the 4th of February 2013.

The customer brought this to our attention and we offered to meet with them on March 18th, 2014. At that time, we offered to trade them out using fair market value according to average [redacted] value of $9925. We would also purchase this truck from them for this amount if we could not work a trade out. We appraised this truck as if there were no “Totaled” issue appearing on the [redacted]. The customer declined this offer because it did not fit into the parameters in what they were trying to accomplish.

We attempt to do the right thing for every customer, during every transaction performed at our store. I believe that we made was fair, and will be honored at any time. The offer again, is to allow them fair market value at the current [redacted] average price, not taking into the consideration the “Totaled” status that currently exists. Today, the current value is $9925.

Thank you for your time.

Sincerely,

General Manager

Rosner Toyota of Fredericksburg

Review: I am a federal officer and had to move to California due to my career. I needed to register my vehicle in California, therefore the dmv needed my bill of lading/proof of purchase to register my vehicle. Due to the fact my personal affects hadn't been shipped over I was not in possession of it. When I called Rosner dealership, I was on hold for a very long time, so long that my call automatically rang back in which the front desk lady was very rude. I asked to speak to the manager in which the front desk employee transferred me without making me aware that she was transferring my call. The manager of the dealership answered the call Jim Bosky answered the call & I told him that I needed the paper work to register my vehicle in California because I had moved he then said there was nothing he could do and that I had to physically come in and pick it up. I explained to him that I lived on the other side of the country and could not do that and I asked if there was a way he could mail it to me and he said no and that there was no way he could help me and after becoming very irate and hung up the phone. I then filed a complaint with Toyota about my experience, I was told I was going to be contacted (at my cell phone) by the dealership. I received a voicemail from Jim Brosky at my house number and not my cell phone as I told them to contact me but due to my busy schedule I was not able to answer the call. I returned Mr. Brosky and asked him to call me back at my cell phone. It's been 3 days and have not heard back from him. Aside from that about a month ago I found out that Rosner Toyota registered my car in the wrong county and I am being charged interest on my property taxes due to the employees at Rosner Toyota my whole experience has been horrible and the fact that there is no sense of urgency of trying to correct or make my bad customer service experience any better is astonishing I am now having to pay an extra $100 due to their mistakes & still there's no resolutionDesired Settlement: I want to be contacted by the employees I spoke to and I want some sort of apology and ownership for their unprofessionalism and their mistake which has literally cost me money. If possible I would like some financial reaponsibility for the error they committed which resulted in interest charges for my behalf.

Business

Response:

Good morning [redacted]-I am responding to Revdex.com case #[redacted]. We have reached out to [redacted] and apologized for the clerical error and explained how it happened. We also agreed to reimburse her the differences in her taxes due to the county for her personal property taxes of $100. We believe we have satisfied her. The last couple of times we have been corresponding by text, just because it seems like it's easier for her and her schedule. Please feel free to reach out to me if we need to do anything else. We take pride in trying to make each and everyone of our clients completely satisfied. Occasionally we screw up, but ALWAYS try to make it up in some way. Thank you for your time.Sincerely, Mike [redacted] General ManagerRosner Toyota of Fredericksburg(540)710-8519 desk