[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.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , I am still not satisfied, but will pay them $for doing nothing to my truck I am now calling [redacted] to tow my vehicle to another repair shop to be repairedI 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 vehicleI only pay because I need my vehicle fix, as this is my only means of transportationI will ever remain a dis-satisfied client of theirs Regards, [redacted]
Revdex.com: I don’t dispute that year or mileage type of warranty is the standard of the warranty offered by Rosner Toyota, I just wish that I was aware of it soonerIt was my first ToyotaMy previous car was [redacted] with 100K warranty and no time restrictionsI wish, someone would have told me: yes, you have doubled your miles covered, but the time limit is still years! Copy of the warranty wasn’t in the document packet I received when purchased the carBut my file in Toyota contained two copies of itI was aware of the problems with struts since AprilI also needed to change breaks and fix rotors because of the vibration in the steering wheel while driving and breakingAs a single full-time employed parent, I depend on my car and I just couldn’t find time to leave my car at the dealership for the inspector to come and approve struts repair and the rentalI wanted to do it all in one timeIf I knew about warranty expiration in July, do you think I would have waited with the repairs? Of course no, I would have done it right awayAs for the offer, I wasn't sure if it was seriousWhat was it exactly? Regards, [redacted] ***
Good Afternoon [redacted] - I am responding to Revdex.com Case # [redacted] Sorry for the delayed response, but I wanted to gather my factsOn February th, 2013, [redacted] and [redacted] purchased a [redacted] from us (Vin # [redacted] )It had 94,miles on itAt that time we presented them a CLEAN [redacted] , and had them sign off on itA copy of that is attached for your viewingSince then, [redacted] has gone in and amended that report on different occasionsTwo were back-dated to January 5th, 2013, and one was back-dated to February 25th, Therefore, neither the customer, nor Rosner had the benefit of this information prior to the sale on the 4th of February The customer brought this to our attention and we offered to meet with them on March 18th, At that time, we offered to trade them out using fair market value according to average [redacted] value of $We would also purchase this truck from them for this amount if we could not work a trade outWe 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 storeI believe that we made was fair, and will be honored at any timeThe 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 existsToday, the current value is $ Thank you for your time Sincerely, [redacted] General Manager Rosner Toyota of Fredericksburg [redacted]
Good Afternoon [redacted] - This is in response to claim # [redacted] I called the [redacted] on May 15th, 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 vehiclesI think she felt as though what she was test driving was going to continue hurting her backShe did find the [redacted] to be somewhat more comfortable because of the location of the center arm restThey 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 eitherThe 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 situationAs of this point, June 3rd, I have yet to hear back from themI will do my best to help them out if and when they decide to call or stop by to see me Thank you, [redacted] General Manager Rosner Toyota of Fredericksburg [redacted] desk [redacted] cell [redacted]
Revdex.com: 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 $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 $processing fee in addition to tax, title and tag He did not mention anything about a reconditioning fee, which is rather substantial in this caseThe 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 $ 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, [redacted]
Tell us why here My name is Chris C***, 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 vehiclesIn 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/at 3:35pm to help with a resolution ***All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracyThe prices shown above, may vary from region to region, as will incentives, and are subject to changeVehicle information is based off standard equipment and may vary from vehicle to vehicleCall 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 approvalAdditional 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 availableROSNER pricing may not be compatible with special factory financingROSNER 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 purchasingAll vehicles are subject to prior saleAll prices are special internet prices onlyAll financing is subject to approved creditAll used vehicle prices exclude Tax, tags, reconditioning fees, and processing fee of $in Virginia additionalAll new vehicle prices exclude tax, tags, and processing fee of $699.***
Richmond, VA Complaint ID# [redacted] [redacted] , brought her [redacted] in for a check engine light issue, as we do with all of our customers, a 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/$251.51, 5/29/$55.39, 10/6/$show that we present the finding and [redacted] being the legal owner gave us permission to Proceed with the repairsAs with the repairs in question, we here at Rosner Toyota take pride that we do all work with integrity and above all ethicsWe do not hard sell or use scare tacticsWe give the customer or findings and the customer makes the decision to do the work or notIn 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 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 [redacted]
Revdex.com:
I have reviewed the offer 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
While everything *** 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 priceThere were several vehicles we were interested in, especially a recently traded in *** *** or a new *** ***, 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 *** *** *** retailing at $65000, which would have given us a payment of over dollars a month for seven yearsWe were even told the *** *** we had discussed was not an option after being assured it wasWe repeatedly asked for numbers on this vehicle to see if I could drive it and allow my wife to drive my vehicleWe 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, ***, to come in on Friday the 23rd to meet with *** and the finance managerWhen we arrived at the dealership to drop off the *** and to have our meeting, we were told that both parties had left earlier and had no knowledge of the meetingI don't know where the communication broke down, but it wasn't on our endWe left a message for *** explaining we had been there and let *** know by text that we dropped off the car and no one was there for the meeting, he simply responded "ok"
*** did leave a voicemail for us to call him a week laterDuring that time we met with *** *** who were able to get us into a *** *** *** 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 ***In five hours they accomplished what Rosner was unable to do in three weeks time.
During this time we also contacted *** 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 fartherObviously that is not something we have a budget to pursueFortunately 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 *** and no restitution for the out right lies we were told regarding color and options*** original message to us was that he would "do whatever it takes to make you happy", this is lieHe 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 ToyotaWe 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 outcomeOur 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,
*** ***
Revdex.com:
I have reviewed the offer 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Good morning ***-
I'm sorry for Ms*** predicamentI did speak with her and provide her with a copy of the attached contract she signed while in the business officeUnfortunately, we are unable to amend this contract at this time. I told her that I've never heard of a
contract that didn't have an expiration date as far of years goIf one does exist, we have never sold thoseEvery contract sold at Rosner has both a expiration date, and mileage capThese are explained in detail during the delivery processI believe her concern at this point is her car needs I believe some suspension repairs that exceed $As a one-time "Goodwill" gesture, I offered to repair her car for her at a substantially lower priceI believe it was less than half. The conversation I had with her was awhile ago, so I may be a little off in my figures as far as her current repair needs price
We strive to always provide total transparency, and above board customer servicePlease feel free to reach out if any other info is neededThank you,
Mike C***
General Manager
Rosner Toyota of Fredericksburg
***
***
[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
(Please remove this section if needed. Thanks for Revdex.com for acting on my behalf. I work essentially jobs and with traffic, etc etc do not have time to deal with this conveniently in person with the dealership. My full time work has a strict attendance policy that makes it difficult to take off on short notice for matters such as this. And thanks for Rosner for agreeing to refund the original deposit on the ***. Oliver from the Used Car Service was great to deal with and gave it his best to fix the ***. My overall experience with the dealership was positive until they had chosen to not refund the deposit on the ***. Thank you very much to both parties with getting this resolved
Good morning***-
I am responding to Revdex.com complaint #***This was a simple oversight on our partI spoke to *** *** this morning and have set him up to have these items addressed as promised when we completed the dealHe 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 morningThe *** will pick their vehicle back up Saturday afternoonI apologized for the inconvenience and lack of engagementI believe the *** are ok at this timePlease reach out to me if there are any other questions or issues
Thank you,
*** ***
*** ***
*** *** ** ***
*** ***
*** ***
***
Good morning ***-
This is in response to Revdex.com complaint #*** submitted on May 2nd, @ 10:49pmAfter reading the note from *** ***, I immediately picked up the phone to call him to speak to him or his wifeI listened as *** *** basically reiterated what was in
his notes to your BureauI 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 businessI 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 trueI 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 *** *** 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
***
*** cell
***
Good Afternoon [redacted]-
I am responding to Revdex.com Case #[redacted] Sorry for the delayed response, but I wanted to gather my factsOn February
"">th, 2013, [redacted] and [redacted] purchased a [redacted] from us (Vin #[redacted])It had 94,miles on itAt that time we presented them a CLEAN [redacted], and had them sign off on itA copy of that is attached for your viewingSince then, [redacted] has gone in and amended that report on different occasionsTwo were back-dated to January 5th, 2013, and one was back-dated to February 25th, Therefore, neither the customer, nor Rosner had the benefit of this information prior to the sale on the 4th of February
The customer brought this to our attention and we offered to meet with them on March 18th, At that time, we offered to trade them out using fair market value according to average [redacted] value of $We would also purchase this truck from them for this amount if we could not work a trade outWe 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 storeI believe that we made was fair, and will be honored at any timeThe 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 existsToday, the current value is $
Thank you for your time
Sincerely,
[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted]
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
[redacted]
[redacted]
ROSNER TOYOTA FREDERICKSBURG
[redacted]
Good morning [redacted]-
After reading Mr. [redacted] concern, I agree with him. We will be refunding his requested $2000. We have attempted to contact Mr. [redacted] on two occasions, and he answers (we think), but you can't hear anybody on the other side. I will continue to reach him, but his...
refund of $2000. is in the mail by this afternoon. My only concern with this whole thing is, he never contacted me at all before he chose to contact you guys. I would have made this decision with or without a contact from the Revdex.com. Please feel free to reach out to me if you have any further questions.Thank you,
Mike C[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted]
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 Manager
Rosner Toyota of Fredericksburg
(540)710-8519 desk
Revdex.com:
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,
[redacted]
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,
[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted] desk
[redacted] cell
[redacted]
[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.]
Revdex.com:
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,
[redacted]
[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.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , I am still not satisfied, but will pay them $for doing nothing to my truck I am now calling [redacted] to tow my vehicle to another repair shop to be repairedI 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 vehicleI only pay because I need my vehicle fix, as this is my only means of transportationI will ever remain a dis-satisfied client of theirs Regards, [redacted]
Revdex.com: I don’t dispute that year or mileage type of warranty is the standard of the warranty offered by Rosner Toyota, I just wish that I was aware of it soonerIt was my first ToyotaMy previous car was [redacted] with 100K warranty and no time restrictionsI wish, someone would have told me: yes, you have doubled your miles covered, but the time limit is still years! Copy of the warranty wasn’t in the document packet I received when purchased the carBut my file in Toyota contained two copies of itI was aware of the problems with struts since AprilI also needed to change breaks and fix rotors because of the vibration in the steering wheel while driving and breakingAs a single full-time employed parent, I depend on my car and I just couldn’t find time to leave my car at the dealership for the inspector to come and approve struts repair and the rentalI wanted to do it all in one timeIf I knew about warranty expiration in July, do you think I would have waited with the repairs? Of course no, I would have done it right awayAs for the offer, I wasn't sure if it was seriousWhat was it exactly? Regards, [redacted] ***
Good Afternoon [redacted] - I am responding to Revdex.com Case # [redacted] Sorry for the delayed response, but I wanted to gather my factsOn February th, 2013, [redacted] and [redacted] purchased a [redacted] from us (Vin # [redacted] )It had 94,miles on itAt that time we presented them a CLEAN [redacted] , and had them sign off on itA copy of that is attached for your viewingSince then, [redacted] has gone in and amended that report on different occasionsTwo were back-dated to January 5th, 2013, and one was back-dated to February 25th, Therefore, neither the customer, nor Rosner had the benefit of this information prior to the sale on the 4th of February The customer brought this to our attention and we offered to meet with them on March 18th, At that time, we offered to trade them out using fair market value according to average [redacted] value of $We would also purchase this truck from them for this amount if we could not work a trade outWe 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 storeI believe that we made was fair, and will be honored at any timeThe 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 existsToday, the current value is $ Thank you for your time Sincerely, [redacted] General Manager Rosner Toyota of Fredericksburg [redacted]
Good Afternoon [redacted] - This is in response to claim # [redacted] I called the [redacted] on May 15th, 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 vehiclesI think she felt as though what she was test driving was going to continue hurting her backShe did find the [redacted] to be somewhat more comfortable because of the location of the center arm restThey 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 eitherThe 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 situationAs of this point, June 3rd, I have yet to hear back from themI will do my best to help them out if and when they decide to call or stop by to see me Thank you, [redacted] General Manager Rosner Toyota of Fredericksburg [redacted] desk [redacted] cell [redacted]
Revdex.com: 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 $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 $processing fee in addition to tax, title and tag He did not mention anything about a reconditioning fee, which is rather substantial in this caseThe 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 $ 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, [redacted]
Tell us why here My name is Chris C***, 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 vehiclesIn 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/at 3:35pm to help with a resolution ***All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracyThe prices shown above, may vary from region to region, as will incentives, and are subject to changeVehicle information is based off standard equipment and may vary from vehicle to vehicleCall 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 approvalAdditional 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 availableROSNER pricing may not be compatible with special factory financingROSNER 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 purchasingAll vehicles are subject to prior saleAll prices are special internet prices onlyAll financing is subject to approved creditAll used vehicle prices exclude Tax, tags, reconditioning fees, and processing fee of $in Virginia additionalAll new vehicle prices exclude tax, tags, and processing fee of $699.***
Richmond, VA Complaint ID# [redacted] [redacted] , brought her [redacted] in for a check engine light issue, as we do with all of our customers, a 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/$251.51, 5/29/$55.39, 10/6/$show that we present the finding and [redacted] being the legal owner gave us permission to Proceed with the repairsAs with the repairs in question, we here at Rosner Toyota take pride that we do all work with integrity and above all ethicsWe do not hard sell or use scare tacticsWe give the customer or findings and the customer makes the decision to do the work or notIn 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 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 [redacted]
Revdex.com:
I have reviewed the offer 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
While everything *** 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 priceThere were several vehicles we were interested in, especially a recently traded in *** *** or a new *** ***, 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 *** *** *** retailing at $65000, which would have given us a payment of over dollars a month for seven yearsWe were even told the *** *** we had discussed was not an option after being assured it wasWe repeatedly asked for numbers on this vehicle to see if I could drive it and allow my wife to drive my vehicleWe 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, ***, to come in on Friday the 23rd to meet with *** and the finance managerWhen we arrived at the dealership to drop off the *** and to have our meeting, we were told that both parties had left earlier and had no knowledge of the meetingI don't know where the communication broke down, but it wasn't on our endWe left a message for *** explaining we had been there and let *** know by text that we dropped off the car and no one was there for the meeting, he simply responded "ok"
*** did leave a voicemail for us to call him a week laterDuring that time we met with *** *** who were able to get us into a *** *** *** 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 ***In five hours they accomplished what Rosner was unable to do in three weeks time.
During this time we also contacted *** 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 fartherObviously that is not something we have a budget to pursueFortunately 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 *** and no restitution for the out right lies we were told regarding color and options*** original message to us was that he would "do whatever it takes to make you happy", this is lieHe 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 ToyotaWe 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 outcomeOur 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,
*** ***
Revdex.com:
I have reviewed the offer 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Good morning ***-
I'm sorry for Ms*** predicamentI did speak with her and provide her with a copy of the attached contract she signed while in the business officeUnfortunately, we are unable to amend this contract at this time. I told her that I've never heard of a
contract that didn't have an expiration date as far of years goIf one does exist, we have never sold thoseEvery contract sold at Rosner has both a expiration date, and mileage capThese are explained in detail during the delivery processI believe her concern at this point is her car needs I believe some suspension repairs that exceed $As a one-time "Goodwill" gesture, I offered to repair her car for her at a substantially lower priceI believe it was less than half. The conversation I had with her was awhile ago, so I may be a little off in my figures as far as her current repair needs price
We strive to always provide total transparency, and above board customer servicePlease feel free to reach out if any other info is neededThank you,
Mike C***
General Manager
Rosner Toyota of Fredericksburg
***
***
[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
(Please remove this section if needed. Thanks for Revdex.com for acting on my behalf. I work essentially jobs and with traffic, etc etc do not have time to deal with this conveniently in person with the dealership. My full time work has a strict attendance policy that makes it difficult to take off on short notice for matters such as this. And thanks for Rosner for agreeing to refund the original deposit on the ***. Oliver from the Used Car Service was great to deal with and gave it his best to fix the ***. My overall experience with the dealership was positive until they had chosen to not refund the deposit on the ***. Thank you very much to both parties with getting this resolved
Good morning***-
I am responding to Revdex.com complaint #***This was a simple oversight on our partI spoke to *** *** this morning and have set him up to have these items addressed as promised when we completed the dealHe 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 morningThe *** will pick their vehicle back up Saturday afternoonI apologized for the inconvenience and lack of engagementI believe the *** are ok at this timePlease reach out to me if there are any other questions or issues
Thank you,
*** ***
*** ***
*** *** ** ***
*** ***
*** ***
***
Good morning ***-
This is in response to Revdex.com complaint #*** submitted on May 2nd, @ 10:49pmAfter reading the note from *** ***, I immediately picked up the phone to call him to speak to him or his wifeI listened as *** *** basically reiterated what was in
his notes to your BureauI 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 businessI 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 trueI 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 *** *** 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
***
*** cell
***
Good Afternoon [redacted]-
I am responding to Revdex.com Case #[redacted] Sorry for the delayed response, but I wanted to gather my factsOn February
"">th, 2013, [redacted] and [redacted] purchased a [redacted] from us (Vin #[redacted])It had 94,miles on itAt that time we presented them a CLEAN [redacted], and had them sign off on itA copy of that is attached for your viewingSince then, [redacted] has gone in and amended that report on different occasionsTwo were back-dated to January 5th, 2013, and one was back-dated to February 25th, Therefore, neither the customer, nor Rosner had the benefit of this information prior to the sale on the 4th of February
The customer brought this to our attention and we offered to meet with them on March 18th, At that time, we offered to trade them out using fair market value according to average [redacted] value of $We would also purchase this truck from them for this amount if we could not work a trade outWe 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 storeI believe that we made was fair, and will be honored at any timeThe 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 existsToday, the current value is $
Thank you for your time
Sincerely,
[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted]
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
[redacted]
[redacted]
ROSNER TOYOTA FREDERICKSBURG
[redacted]
Good morning [redacted]-
After reading Mr. [redacted] concern, I agree with him. We will be refunding his requested $2000. We have attempted to contact Mr. [redacted] on two occasions, and he answers (we think), but you can't hear anybody on the other side. I will continue to reach him, but his...
refund of $2000. is in the mail by this afternoon. My only concern with this whole thing is, he never contacted me at all before he chose to contact you guys. I would have made this decision with or without a contact from the Revdex.com. Please feel free to reach out to me if you have any further questions.Thank you,
Mike C[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted]
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 Manager
Rosner Toyota of Fredericksburg
(540)710-8519 desk
Revdex.com:
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,
[redacted]
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.
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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,
[redacted]
General Manager
Rosner Toyota of Fredericksburg
[redacted] desk
[redacted] cell
[redacted]
[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.]
Revdex.com:
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,
[redacted]