Sassy Fox Designs

Regarding Mr [redacted] ’s complaint, the reason for the delay for the refund was with business office sending the check to the wrong Toyota Financial Service (TFS) address for lease payments, which delayed it for another week or twoThen once the business office confirmed that they sent it to the correct address, I informed Mr [redacted] that the check was finally sent to the correct TFS and they should be refunding him once they received the checkI got a call from Mr [redacted] a few weeks later saying he still hasn’t receive a refund from TFS ? so I called TFS to find out why he still hasn’t received a refund check.? TFS said they received the check and the account wasn’t closed out yet and that the payments we made to them was set a side incase he goes over mileageI informed the rep that the customer is well under mileage and that the full amount we sent them was to pay for the rest of the payments left on the lease and asked that they refund the customerI informed my finance director about the situation and she had informed Mr [redacted] to close out his automated payments so TFS can stop taking payments out of his checking account since TFS has already received the full amount for payments.? A few weeks later Mr [redacted] called again and said TFS still has not sent him a refund yetI called TSF again to find out why he still hasn’t received a refund and the TFS rep that I spoke with told me the previous rep I spoke with didn’t properly close out the account and still had the payments set aside for over mileage so I informed her of the situation and she rectify the situation by transferring the amount to paying for the paymentsShe informed me that the customer should be receiving a refund for part of the payments within 10-daysI followed up with the customer and Mr [redacted] said he received the check yesterdayI told him that he will be receiving another check from TFS.I called TFS to verify the expected time frame of when Mr [redacted] will receive that check and they said probably another week or twoI then called Mr [redacted] back to inform him of when he should be expecting the second check (final check) from TFSI apologize to him again for the inconvenience on our end and by TFSI asked him to give me a call when he returns his vehicle in May so I can make sure that the associate who does the lease return is here to assist him with the process and that any questions he has will be answered.? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The response this dealer is giving me is an admission of guilt that they knowingly dismissed my request for written agreement on exonerating me from any wear and tear upon purchasing/leasing new vehicleThe dealer just admitted that they were aware of the modifications and had merely verbally dismissed my request for a written agreement about the release Falsely claiming that they will cover the cost I am aware of the California closed end motor lease agreement from Toyota Financial Services, and asked repeatedly if the modification would be covered, also was willing to return back at a later date with all modification properly undone and return the vehicle in or as close to original state as possible However, again I would not be filing this complaint if I had not received an unexpected letter for payment on lease end Why would I trade in a vehicle and place a $down payment on a new vehicle while knowing I had modifications that needed to be addressed and also pay a $lease end return on it???? It makes absolutely no sense for me to this.] My consumer rights have been violated, I feel like this dealership is accusing me of lying, I feel defrauded, and this entire experience has been nothing but a feeling of complete fraud on this dealership
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The response this dealer is giving me is an admission of guilt that they knowingly dismissed my request for written agreement on exonerating me from any wear and tear upon purchasing/leasing new vehicleThe dealer just admitted that they were aware of the modifications and had merely verbally dismissed my request for a written agreement about the release Falsely claiming that they will cover the cost I am aware of the California closed end motor lease agreement from Toyota Financial Services, and asked repeatedly if the modification would be covered, also was willing to return back at a later date with all modification properly undone and return the vehicle in or as close to original state as possible However, again I would not be filing this complaint if I had not received an unexpected letter for payment on lease end Why would I trade in a vehicle and place a $down payment on a new vehicle while knowing I had modifications that needed to be addressed and also pay a $lease end return on it???? It makes absolutely no sense for me to this.] My consumer rights have been violated, I feel like this dealership is accusing me of lying, I feel defrauded, and this entire experience has been nothing but a feeling of complete fraud on this dealership
Regards,
*** ***

To clarify the only information that was requested from the customer is what is required to determine the refund and to whom the refund should go toI provided customer with email and a phone number if he needed additional informationHe demanded an amount of refund (which is not determined
by the dealership) and for us to expedite the process, which is out of the dealerships control, since the warranty company clearly states on their cancellation policy to allow to weeks for cancellation

Regarding Mr***’s complaint, the reason for the delay for the refund was with business office sending the check to the wrong Toyota Financial Service (TFS) address for lease payments, which delayed it for another week or twoThen once the business office confirmed that they sent it to the
correct address, I informed Mr*** that the check was finally sent to the correct TFS and they should be refunding him once they received the checkI got a call from Mr*** a few weeks later saying he still hasn’t receive a refund from TFS so I called TFS to find out why he still hasn’t received a refund check. TFS said they received the check and the account wasn’t closed out yet and that the payments we made to them was set a side incase he goes over mileageI informed the rep that the customer is well under mileage and that the full amount we sent them was to pay for the rest of the payments left on the lease and asked that they refund the customerI informed my finance director about the situation and she had informed Mr*** to close out his automated payments so TFS can stop taking payments out of his checking account since TFS has already received the full amount for payments. A few weeks later Mr*** called again and said TFS still has not sent him a refund yetI called TSF again to find out why he still hasn’t received a refund and the TFS rep that I spoke with told me the previous rep I spoke with didn’t properly close out the account and still had the payments set aside for over mileage so I informed her of the situation and she rectify the situation by transferring the amount to paying for the paymentsShe informed me that the customer should be receiving a refund for part of the payments within 10-daysI followed up with the customer and Mr*** said he received the check yesterdayI told him that he will be receiving another check from TFS.I called TFS to verify the expected time frame of when Mr*** will receive that check and they said probably another week or twoI then called Mr*** back to inform him of when he should be expecting the second check (final check) from TFSI apologize to him again for the inconvenience on our end and by TFSI asked him to give me a call when he returns his vehicle in May so I can make sure that the associate who does the lease return is here to assist him with the process and that any questions he has will be answered.

Mr*** had returned his leased vehicle heavily modified to Autonation Toyota Buena Park on April 2nd which clearly states on the California closed end motor lease agreement from Toyota Financial Services (22)"You are responsible for all maintenance,repair,service, and
operating expenses of the vehicleYou agree to keep the vehicle in the same condition as when you received it." There was no agreement of any kind on the new leased contract or proof of any acknowledgement on any document that we the selling dealer Autonation Toyota Buena Park agreed to pay to return to factory specifications. After explaining to the client about the obligations on their original lease agreement I contacting Toyota Financial Services in good faith in which I was able to reduce the due amount

To clarify the only information that was requested from the customer is what is required to determine the refund and to whom the refund should go toI provided customer with email and a phone number if he needed additional informationHe demanded an amount of refund (which is not determined
by the dealership) and for us to expedite the process, which is out of the dealerships control, since the warranty company clearly states on their cancellation policy to allow to weeks for cancellation.

*** *** our General Sales manager maid contact this afternoon with Mr*** who insisted he had nothing to talk about.? He was cursing and clearly upset and yelling and stated again that there was nothing to resolve.Thank you,*** *** General Manager AutoNation Toyota Buena
Park***
***

Regarding Mr. [redacted]’s complaint, the reason for the delay for the refund was with business office sending the check to the wrong Toyota Financial Service (TFS) address for lease payments, which delayed it for another week or two. Then once the business office confirmed that they sent it to the...

correct address, I informed Mr. [redacted] that the check was finally sent to the correct TFS and they should be refunding him once they received the check. I got a call from Mr. [redacted] a few weeks later saying he still hasn’t receive a refund from TFS  so I called TFS to find out why he still hasn’t received a refund check.  TFS said they received the check and the account wasn’t closed out yet and that the payments we made to them was set a side incase he goes over mileage. I informed the rep that the customer is well under mileage and that the full amount we sent them was to pay for the rest of the payments left on the lease and asked that they refund the customer. I informed my finance director about the situation and she had informed Mr. [redacted] to close out his automated payments so TFS can stop taking payments out of his checking account since TFS has already received the full amount for 5 payments.  A few weeks later Mr. [redacted] called again and said TFS still has not sent him a refund yet. I called TSF again to find out why he still hasn’t received a refund and the TFS rep that I spoke with told me the previous rep I spoke with didn’t properly close out the account and still had the payments set aside for over mileage so I informed her of the situation and she rectify the situation by transferring the amount to paying for the payments. She informed me that the customer should be receiving a refund for part of the payments within 10-20 days. I followed up with the customer and Mr. [redacted] said he received the check yesterday. I told him that he will be receiving another check from TFS.I called TFS to verify the expected time frame of when Mr. [redacted] will receive that check and they said probably another week or two. I then called Mr. [redacted] back to inform him of when he should be expecting the second check (final check) from TFS. I apologize to him again for the inconvenience on our end and by TFS. I asked him to give me a call when he returns his vehicle in May so I can make sure that the associate who does the lease return is here to assist him with the process and that any questions he has will be answered.

[redacted] our General Sales manager maid contact this afternoon with Mr. [redacted] who insisted he had nothing to talk about.  He was cursing and clearly upset and yelling and stated again that there was nothing to resolve.Thank you,[redacted] General Manager AutoNation Toyota Buena...

Park[redacted]

Mr. [redacted] had returned his leased vehicle heavily modified to Autonation Toyota Buena Park on April 2nd 2017 which clearly states on the California closed end motor lease agreement from Toyota Financial Services (22). "You are responsible for all maintenance,repair,service, and...

operating expenses of the vehicle. You agree to keep the vehicle in the same condition as when you received it." There was no agreement of any kind on the new leased contract or proof of any acknowledgement on any document that we the selling dealer Autonation Toyota Buena Park agreed to pay to return to factory specifications. After explaining to the client about the obligations on their original lease agreement I contacting Toyota Financial Services in good faith in which I was able to reduce the due amount.