Initial Business Response /* (1000, 5, 2014/06/30) */
See attached
Initial Consumer Rebuttal /* (3000, 7, 2014/07/07) */
Hello,
I spoke with *** a few times via emailHe did email me regarding a Rav I told him my monthly price rangeAfter that I never heard anything
back from anyone regarding the Rav I assumed Toyota didn't want to do business, so I went some where else where the service was wonderful, the prices were great, and I got a wonderful car with only 10k milesIt's unfortunate that Toyota missed out, but I rather my Infiniti with low miles then an over price Toyota with more miles and dents and scratchesI'm happy with my purchase, so I really don't need to be dealing with Toyota any longer
Have a wonfderful Day,
*** ***
Initial Business Response /* (1000, 5, 2015/02/17) */
Contact Name and Title: Joe Shoemaker
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@schaumburgtoyota.com
This vehicle was advertised at XXXXX not XXXXXCustomer paid XXXXX including vin etch, plus tax and feesCustomer
purchased a powertrain service contract for Customer filled out Credit application to find best financingCustomer decided to use her own credit union after comparing finance optionsCustomer changed her mind about service contract and had it removedDealership gladly removed service contract which reduced bottom line by Original balance was XXXXX with taxes, fees and service contractOnce service contract was removed new balance became XXXXXThis is the amount customer paidTherefore since the service contract was removed and not paid for, there would be nothing to refundA lot of new and used cars come without floor matsCustomers have the option to purchase floor matsThis customer chose not to purchase floor mats, no games, simpleCustomer satisfaction is very important to Schaumburg Toyota, and we have made several attempts to contact customer in that interestCustomer has not respondedIn closing, it has been over years since customer bought this vehicle, and to our knowledge, this is the 1st time there has been any pricing disputeSome cars do not come with floor mats, and the service contract was removed and never paid forBoth the customer and her credit union were aware of all pricing at the time of saleMultiple documents including payment amounts are available as clear evidenceThank You
The service department has very poor customer serviceDo not bring you car to Schaumburg Toyota if you are having transmission problemsThey charge you and give you your car back in worse condition than when you brought it inWithin days after my car was "serviced" by Schaumburg Toyota my car broke down and had to be towedWhen you give a poor survey the staff calls you to tell you how the negative survey affects their job and doesn't seem too concerned about the poor repair (if that's what you can call it) was performed on your carWhen you call the Service Manger for assistance regarding the poor service received he states he will call you back but never doesI've been going to Shaumburg Toyota for over years and have had all the recommended service done on my vehicle by Shaumburg Toyota, but when a real issues arose, they had no idea how to repair it and gave back to me an unsafe vehicle
Chris [redacted], the General Manager of Schaumburg Toyota, contacted Ms. [redacted] and had her bring in the car. We then gave her a loaner to use and took the vehicle to Certified Collision Center to repair the problem area. We believe that Ms. [redacted] was satisfied with the repair and...
rgb(31, 73, 125);">When this deal was negotiated Schaumburg Toyota agreed to make 12 payments to the sum of $4920.36. This amount was agreed by both parties and itemized on the customers contract.
Schaumburg Toyota fulfilled that agreement and sent the full agreed upon amount to the lienholder. Unfortunately the customer had deferred payments on their previous lease creating and additional balance due of $1,639.
Unfortunately this was unknown by the Schaumburg Toyota at the time of sale as the customer failed to disclose that they had deferred payments.
In the interest of customer satisfaction Schaumburg Toyota will offer 1 additional payment towards the customers remaining balance.
Any further questions or concerns please feel free to call me directly at [redacted]
Thank you
Chris [redacted]
General Manager
Initial Business Response /* (1000, 5, 2015/09/11) */
In response to case #XXXXXXXX, it is Schaumburg Toyota's policy to offer all available insurance products to all customers. Customers often decline due to budget guidelines, and we feel that is the case here. However, in the interest of...
customer satisfaction, we have reached out to the customer and made an offer to reimburse her for the stated amount of $207.00 for tire replacement. We ask only for a copy of the receipt for our records. This is a one time offer for this particular instance only. As customer is now obviously aware that such insurance is available, and can be purchased either through the dealership, or through any insurance company or tire store of the customer's choosing. Customer Satisfaction is always our main focus at Schaumburg Toyota.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be told that I was offered the warranty. I have a bumper to bumper warranty so the tires should be covered anyway. Also I WAS NEVER OFFERED the tire warranty nor was I ever told about a tire warranty so I will not be put off by you all saying that I declined something that I was never offered. Thank you for covering the tire issue but make sure you are speaking truth and not just assuming that I did or did not do something. I take into account everything that I was told or that was written and that was not the case here so take accountability for the fact that this warranty was not offered.
And you all still have not provided me how much this would cost me to purchase this warranty or what I needed to do to purchase it-like I said-still not offering all the information that should be provided to me.
Initial Business Response /* (1000, 5, 2014/06/30) */
See attached
Initial Consumer Rebuttal /* (3000, 7, 2014/07/07) */
Hello,
I spoke with *** a few times via emailHe did email me regarding a Rav I told him my monthly price rangeAfter that I never heard anything
back from anyone regarding the Rav I assumed Toyota didn't want to do business, so I went some where else where the service was wonderful, the prices were great, and I got a wonderful car with only 10k milesIt's unfortunate that Toyota missed out, but I rather my Infiniti with low miles then an over price Toyota with more miles and dents and scratchesI'm happy with my purchase, so I really don't need to be dealing with Toyota any longer
Have a wonfderful Day,
*** ***
Initial Business Response /* (1000, 5, 2015/02/17) */
Contact Name and Title: Joe Shoemaker
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@schaumburgtoyota.com
This vehicle was advertised at XXXXX not XXXXXCustomer paid XXXXX including vin etch, plus tax and feesCustomer
purchased a powertrain service contract for Customer filled out Credit application to find best financingCustomer decided to use her own credit union after comparing finance optionsCustomer changed her mind about service contract and had it removedDealership gladly removed service contract which reduced bottom line by Original balance was XXXXX with taxes, fees and service contractOnce service contract was removed new balance became XXXXXThis is the amount customer paidTherefore since the service contract was removed and not paid for, there would be nothing to refundA lot of new and used cars come without floor matsCustomers have the option to purchase floor matsThis customer chose not to purchase floor mats, no games, simpleCustomer satisfaction is very important to Schaumburg Toyota, and we have made several attempts to contact customer in that interestCustomer has not respondedIn closing, it has been over years since customer bought this vehicle, and to our knowledge, this is the 1st time there has been any pricing disputeSome cars do not come with floor mats, and the service contract was removed and never paid forBoth the customer and her credit union were aware of all pricing at the time of saleMultiple documents including payment amounts are available as clear evidenceThank You
The service department has very poor customer serviceDo not bring you car to Schaumburg Toyota if you are having transmission problemsThey charge you and give you your car back in worse condition than when you brought it inWithin days after my car was "serviced" by Schaumburg Toyota my car broke down and had to be towedWhen you give a poor survey the staff calls you to tell you how the negative survey affects their job and doesn't seem too concerned about the poor repair (if that's what you can call it) was performed on your carWhen you call the Service Manger for assistance regarding the poor service received he states he will call you back but never doesI've been going to Shaumburg Toyota for over years and have had all the recommended service done on my vehicle by Shaumburg Toyota, but when a real issues arose, they had no idea how to repair it and gave back to me an unsafe vehicle
Chris [redacted], the General Manager of Schaumburg Toyota, contacted Ms. [redacted] and had her bring in the car. We then gave her a loaner to use and took the vehicle to Certified Collision Center to repair the problem area. We believe that Ms. [redacted] was satisfied with the repair and...
feel that the matter is closed.
In response to the complaint [redacted]
rgb(31, 73, 125);">When this deal was negotiated Schaumburg Toyota agreed to make 12 payments to the sum of $4920.36. This amount was agreed by both parties and itemized on the customers contract.
Schaumburg Toyota fulfilled that agreement and sent the full agreed upon amount to the lienholder. Unfortunately the customer had deferred payments on their previous lease creating and additional balance due of $1,639.
Unfortunately this was unknown by the Schaumburg Toyota at the time of sale as the customer failed to disclose that they had deferred payments.
In the interest of customer satisfaction Schaumburg Toyota will offer 1 additional payment towards the customers remaining balance.
Any further questions or concerns please feel free to call me directly at [redacted]
Thank you
Chris [redacted]
General Manager
Initial Business Response /* (1000, 5, 2015/09/11) */
In response to case #XXXXXXXX, it is Schaumburg Toyota's policy to offer all available insurance products to all customers. Customers often decline due to budget guidelines, and we feel that is the case here. However, in the interest of...
customer satisfaction, we have reached out to the customer and made an offer to reimburse her for the stated amount of $207.00 for tire replacement. We ask only for a copy of the receipt for our records. This is a one time offer for this particular instance only. As customer is now obviously aware that such insurance is available, and can be purchased either through the dealership, or through any insurance company or tire store of the customer's choosing. Customer Satisfaction is always our main focus at Schaumburg Toyota.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be told that I was offered the warranty. I have a bumper to bumper warranty so the tires should be covered anyway. Also I WAS NEVER OFFERED the tire warranty nor was I ever told about a tire warranty so I will not be put off by you all saying that I declined something that I was never offered. Thank you for covering the tire issue but make sure you are speaking truth and not just assuming that I did or did not do something. I take into account everything that I was told or that was written and that was not the case here so take accountability for the fact that this warranty was not offered.
And you all still have not provided me how much this would cost me to purchase this warranty or what I needed to do to purchase it-like I said-still not offering all the information that should be provided to me.