Rosner Toyota of Stafford

Review: We went in on 04/14/15 to buy a car and please note we have been a loyal customer since 2006, we made it very clear that we did not want our credit run as we already had a loan through capital one that we were approved for we told this to everyone we came in contact with time and time again and we were reassured that our credit would not be run, as we are in the process of buying a home. I just got a notification that our credit was run 10 times by [redacted], that is not fair now my credit score went down and I can't get rate that I could get on my house.Desired Settlement: I want the credit bureau to be notified that mistake was made on [redacted] part.

Business

Response:

Revdex.com spoke with the business. [redacted] stated the customer due come in wit ha rate from Capital One, however after speaking with the business they were able to get him a lower rate, which he agreed to and signed the paperwork.

Consumer

Response:

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

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

Regards,

We didn't ask for a better offer as a matter of fact we where very specific about not having our credit run as we are in the process of buying a home.

Review: Below is an email that was sent to the dealership in hopes of a resolutions; it is proof of contact and also describes our problem:

My husband [redacted] and I purchased a [redacted] from your dealership on February 12th and at the time of purchase, our Sales Rep [redacted] stated that the vehicle had new brakes on it. I brought the car into Rosner a few weeks ago for an Oil Change and was told that I needed new brakes; today I got a second opinion from [redacted] and they too stated that I need new brakes.

How is it possible that I already need new brakes if Rosner claimed they put new brakes on it at the time of purchase? Also, what is the inspection process of pre-owned cars before they are sold? I would have to assume that it “passed” some sort of inspection prior to us buying it. So I am concerned why I am now being told I need new brakes.

This is the second issue we have had with the vehicle since purchasing it. The first issue involved the leather upholstery (rear seat) where allegedly your outsourced detail team apparently “fixed” the tear in the rear seat – but we later found out they only glued the hole to appear it was fixed. After going back and forth with [redacted] for weeks, he stated that we may bring the vehicle in (this Thursday) to have the hole fixed yet again. Whereas I am glad they are attempting to fix it again, but it should have been fixed correctly the first time and also [redacted] should have been more aware of the “Pre-Owned Warranty Program” and had us come in when I initially came into the dealership over a month ago. Are they going to guarantee it’s repair this time? Are they certified in repairing leather upholstery?

We purchased the vehicle from Rosner as we thought you all prided yourself on Customer Service, but these two unfortunate instances lead me to think otherwise.Desired Settlement: My hope is that the dealership makes good on the items we feel are issues and that we should not have with a car we just purchased 3 months ago:

1. Correctly repair the damage to the rear leather seat.

2. Fix the front and rear differential issues which should have been fixed before purchase.

3. Replace the brakes and rotors as they were stated to be new brakes at the time of purchase.

I believe that this car was not inspected as the dealer stated and that they just put an inspection sticker on it.

Business

Response:

[redacted] is a copy of the repair order dated 6/9/2015. We replaced front brake pads and re-repaired the damage on the leather seats. With respect to the differential service we explained to her that it is not recommended until 30000 miles and the vehicle had 28000 miles on it when it was purchased thus not needing to be done.Respectfully, [redacted]

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: Completed purchase of a vehicle around January 7, 2014. Upon retruning to my home with the newly purchased vehicle, I was able to more thoroughly review all of the agreements and paperwork, and found that the finance associate who had handled the sale made a very large error on the pay-off and trade-in amounts on my previous vehicle. Operating under the belief that "honesty is the best policy" I returned to the dealership the next day to explain what I had found in the sale documents/agreements. Not only did I not recieve an apology, or a thank you for my honesty, I was taken into the finance manager's office where he very rudely tried to rework the deal with me, talked down to me, acted as if my being there was an inconveince to him (as he chugged his 1/2 gallon of tea in front of me), and implied that I was ignorant because I "should have known the price wasn't going to be that low." I'm sorry, but I have a master's degree and work in healthcare, my expertise is not in automobile sales and finance, so why would I be expected to know things like that? I'm confident that their finance associates are hired under the assumption that they know automobile financing better than the customers, otherwise they wouldn't need to hire finance associates or managers. I was apalled by the way that I was treated, especially considering it was their fault that the whole thing happened. It was their huge mistake, and I was treated as if it were all my fault. When it was all said and done, the finance manager would not come down as low as I needed him to, despite my excellent credit and my honesty in this whole situation, so I was going to be taking my previous car home that evening, rather than the one I had just purchased and owned for less than a day. And then, after the finance manager made it very obvious how aggravated he was with me, he told me that I needed to sign the paperwork stating I had backed out of the deal, but that I would have to come back the next day to get the $1000 downpayment I had made. When I explained to him that I would not be signing anything until I had my $1000 cash down payment in my hand, he became increasily irate, and said "you don't even know what the paper says." To which I explained that I didn't care what the paper said, if he was telling me that he could not give me my money back that night, I was not going to sign anything agreeing that I had "backed out of" the deal. Truth was, I hadn't backed out of the deal, they made a huge error which changed the deal to something I couldn't agree to!!! And to tell me that I had to sign something (that didn't even state the truth of the matter) and that I could come get my check (not the cash that I had paid with) the next day? I felt that they had already worked me over enough, I was not about to be duped out of $1000 that was rightfully mine.Desired Settlement: It would have been very nice to have received an apology from both the finance associate who made the error, and from the finance manager who handled the aftermath. It would have been nice to have been thanked for my honesty, seeing how if I hadn't been honest, they would have lost a substantial amount of money in the deal. It would have been nice if they could have worked with me a little harder to rework the deal, since they were literally $50/month away from the price I was asking for, especially considering how much money I had just saved them in the long run by being honest. It would be nice to know if either the finance associate or the finance manager got reprimanded after everything happened. I feel that with the way they handled everything when I brought the vehicle back, they were just trying to cover themselves to make sure their boss didn't find out what had happened, so they wouldn't get in trouble. They deserved to get in trouble. They made a huge mistake, treated a customer very poorly, and ultimately lost a lot of potential business due to my spreading the word of this story and how poorly I was treated. I like to think that if their boss had been made aware of the situation, he or she would have reached out to me with an apology on behalf of their inept financing department. And if their boss was made aware, and didn't reach out to apologize to me? That is even more concerning, and is proof of how this business operates, and why I am reaching out to the Revdex.com about them.

Business

Response:

I spoke with [redacted] from the business and he stated that the consumer did come in and look at the car. The trade in car was valued at $16,500 and the consumer had a balance of over $18,000 on the car left to pay off. They do not have any detailed notes other than the numbers for the cars in their system.

Consumer

Response:

Good morning,

Actual cash downpayment made = $1000.00. Actual trade-in value allowed = $16,500.00. Actual payoff of trade-in = approx $18,000.00

Contract mistake: Less pay off made by seller = $10950.77, making the total down payment appear to be +$6549.23, when it really would have been a negative because I (the buyer) was going to have to pay the difference of the payoff (roughly $500, after my $1000.00 cash downpayment was factored in).

While the mistake was absolutely in my favor, I returned the vehicle the next day, and then spent an hour being made to believe that this error was somehow my fault and that I "should have known the payments wouldn't have been that low for that vehicle."

I would just like to point out that the current vehicle I own was bought at Rosner [redacted] off of Rt 1 in Stafford, VA, and to this day, I couldn't sing enough praises about Rosner [redacted]. This is not about a disgruntled buyer trying to drag a company through the mud. I find it very unfortunate that after I had such a pleasant, easy, and enjoyable experience with Rosner [redacted], that my experience with Rosner [redacted] was the total opposite, and has left such a sour taste in my mouth about the company as a whole. I put my faith in this company after my first experience with a Rosner dealership, and the [redacted] dealership (its employees and their practices) have completely ruined that.

Review: I took my [redacted] to Rosner Toyota, for a state inspection and other reapirs I spoke to a service technician and told him three lights on the dash/panel were on. I told him I had taken the car to two other shops for diagnostic and they both stated that a module was probably needed and they both recommended that I take it the dealership. I took it to the place of purchase (Rosner). I told the service technician at Rosner what the other two diagnostics had revealed. He stated he would have to do his own diagnostics. Afeter two days of waiting I called for a status, the technician told me the reason the lights were on was because a head lamp assembly was needed to pass the state inspection in addition to other repairs not related to the inspection. I told him all I needed at this time was an alignment, oil change and the head lamp assembly to pass the inspection. Anothr few days passed and I didn't receive a response from Rosner, I contacted them August 24, 2013. I was told the car was ready, I proceeded to the shop, to look at the car before going inside to pay for repairs and noticed a rejection sticker on vehicle. I asked a service technician why the rejection sticker was on the car if they replaced the part they stated was causing it to fail? No one had a response. Rosner had to send the car to [redacted], they diagnosed the car and determined the problem was the same as the other two shops had stated. They made repairs, I went to pay and pick up the car, I noticed Rosner was charging me twice for the same service they were charging the [redacted] dealership. Once I pointed this out to Rosner the manager deducted $[redacted]. Additionally, I pointed out to him I didn't think I should pay for a part that was misdiagnosed by his shop. He disagreed and would not discuss the issue of my paying for a repair that wasn't needed because at the end of the day the car did not pass with the part his shop put on the car.Desired Settlement: I would like a refund of $[redacted] for labor and parts.

Business

Response:

To Revdex.com:

With respect to customers complaint about vehicle failing state inspection. Vehicle was brought to us with multiple codes stored in the computer system, steering angle codes, air bag light codes, etc. During a Va State inspection one of the items performed is to make sure there are no warning lights illuminated in the dash that would pertain to the vehicle failing Va State inspection. Customer was aware of these lights being on prior to bringing vehicle in for Va state inspection. Customer also had taken vehicle to other service stores to get a Diagnosis of these lights and was reassured by those establishments that only the dash lights being on would make their vehicle fail Va State inspection. None of these other stores performed a full Va State Inspection on the car, because the original sticker was still on the windshield. When we received the car we were requested to perform a actual Va State inspection, so we did. We failed vehicle for the warning lights being on in the dash (customer already knew about) and we also found upon checking headlight adjustment that the headlight assy required replacement to bring beam into alignment for Va specification. Customer was informed about this issue and we were given the approval by the customer to replace the headlight assy. We also facilitated taking the vehicle down to the local [redacted] store to have one of the warning lights looked at to pass Va State insp. After these items were repaired, we were then able to pass the vehicle and applied the new Va State inspection sticker. After we had performed the repairs the customer called in stating that they felt as though they should not have to pay for the headlight assy because they felt as though it was not needed for the inspection process because the other establishments told them prior that nothing else was needed to pass Va State other than the dash lights. Customer also stated in same conversation that vehicle had been repaired at a body shop not long ago due to a accident they had in the front area of vehicle which at that time required the headlight to be replaced?. They told us the headlight should have been under warranty at the the body shop?? and that they felt we should have known this and therefore not charge them for the headlight assy. We tried to explain the inspection process to the customer and they seemed to understand the procedure, but when customer came to pick up vehicle they still wanted the headlight assy removed from the billing. Customer also notice a billing error on our part and we adjusted that error for them. $[redacted]. We feel as though customer was well informed about the items required for Va State, along with all the proper pricing associated with the transaction. We had no way of knowing the customer had any type of warranty at a body shop, only customer would have known that, and it was never mentioned to us prior to customer approving all the work, only after everything had been completed did they mention this issue.

Review: After I purchased my [redacted] I spoke to [redacted] the Finance Director who sold me the car about removing the extended warranty on 10/1/13 he had me sign the cancellation Form. I was under the impression that after I signed the paper it was going to be resolved. I then noticed just a few months ago that nothing was done. I have been calling the dealership to try to figure out why nothing has been done every time I call they tell me that ** is not there and the head of finance is not there also.Desired Settlement: I would like that extended warranty taken off on 10/1/13 the day I signed the cancellation form.

Business

Response:

[redacted] from the business called. The customer just needs to come in and sign the form to cancel. They have called this customer multiple times but in order to cancel this the customer needs to come and sign the form to process the refund.