I am rejecting this response because:While I appreciate MrsR***'s response and I certainly do fully understand that their are many available ways to structure a car "deal" the bottom line is that none of this was stated in their advertisementI have uploaded and attached a copy of the Facebook ad to show thisThe ad simply states "buy now and we'll cover your first two payments" and since they are not willing to do so, this is advertising.If the dealership was not going to make the first two payments for a vehicle sale then they should have stated in the ad that they will only do this under certain circumstances-such as those MrsR [redacted] has explained in her rebuttal to my complaint.My overall experience at the dealership was very positive but whoever is in charge of advertising needs a course in ethical advertising as clearly this ad is not an ethical way to do business if they post an ad and then refuse to honor it
Initial Business Response / [redacted] (1000, 6, 2016/04/29) */ We understand Mr [redacted] feels that because his credit was pulled multiple times it caused his credit score to go downHowever, all the evidence on Experian and My Fico points to the contraryIf credit is pulled -even multiple times- because we are shopping for the best rate it is for the same kind of purchase an auto loanThe credit companies do not impact your score because you are "shopping around" rates or the dealer and financing company in this case [redacted] is "shopping" rates on your behalf If his credit score did drop, it may be a result of taking on an additional loan see below: Experian http://www.experian.com/blogs/ask-experian/2009/03/01/impact-on-credit-scores-of...⇄ My Fico http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx I hope these explanations satisfy Mr [redacted] 's concernsIf not, feel free to contact me directly at [redacted] Mary R [redacted] General Manager Rice Toyota
I am rejecting this response because:There are a couple of errors in your response.First off thanks for looking into this for me and your quick response There are a couple off issues in your response that I wanted to let you know my side before accepting your response 1) I was there at night but we couldn't move the tag over till the following afternoon because they new the title was under my wife's name and he said it wouldn't be an issue transferring the tag We both came in for her to sign all the required paperwork Your financing department was aware of the situation from the first moment 2) It was the financing guy that told a salesman to move the tag from my old car to the new Once again he was aware of the title being under my wife's name and he was the reason I was driving with a improper tag for over two weeks before we received the notice of new tags.3) The tax and tags charge was over dollars for a AWD Sienna 4) The main reason I am rejecting your response- The General Sales Manager NEVER called me I called and left at least message for him over a three week period I actually had to go to the store to hunt him down to get an answer The only helpful staff you had was Jennifer and she left at least two messages for him and gave me his direct number 4) This is the first I am hearing of these credits No one ever called I was supposed to hear back within two weeks by phone It has been over a month I called this Tuesday and no one was aware of these credits I would be happy to accept the credits and thank you for applying them But I would prefer after all this a check instead of the credits because I don't want to have to go through this again once I show up and no credits are available Also could you talk with your General Sales Manager about calling his customer's back and at least address their concerns in a timely manor His poor customer service has really put a damper on my buying experience If possible could I redo my survey from the day after buying the car Both the Financial employee and sales person were more worried about me giving them a perfect score that actually listening to my situation and moving the title over correctly I filled out the survey before the above situation and would like to amend my original surveyThanks and I look forward to your response [redacted]
I spoke to Mr [redacted] as soon as I received his message on Facebook and we resolved the conversation to his satisfaction several weeks ago I am sorry he has changed his mind since our conversationI explained that many different advertisements are made in reference to selling a vehicle: 0% financing, first two months payment, no money down, holiday bonus cash, special lease offers, customer loyalty cash, holiday bonus cash, but that these offers cannot all be combined at once, that we take the offers available to the customer and match them up so the customer receives the offers that benefit them most, realizing that all offers cannot be combined.During negotiations, Mr [redacted] wanted us to beat a very aggressive offer from [redacted] in order to buy his businessWe made a business decision to do so at a net $loss to the dealershipMr [redacted] and I discussed this, no one loses that kind of money to sell a 4RunnerMaybe a volume car like a Camry or a Corolla but not a 4RunnerI told Mr [redacted] that had he taken advantage of any of the other offers available to him, his selling price would have been higherMr [redacted] said what he wanted the most was the lowest selling price available and that is what he gotAttached is the screen shot of the financial of Mr [redacted] deal.Mary R***General Manager
Initial Business Response / [redacted] (1000, 8, 2016/03/02) */ SERVICE MANAGER BRIAN S [redacted] CALLED CUSTOMER TO ADDRESS CUSTOMER CONCERNSAFTER CUSTOMER EXPLAINED HIS CONCERNS SERVICE MANAGER OFFERED TO CUSTOMER TO PAY FOR THE LABOR AND CUSTOMER WOULD BE RESPONSIBLE TO PAY FOR THE PARTS NEEDED TO REPAIR HIS VEHICLE, CUSTOMER AGREED WITH IT AND DROPPED OFF HIS VEHICLE ON 3/1/WE ORDERED THE PARTS, FIXED THE POWER STEERING RACK AND PINION ASSEMBLY, IN ADDITIONAL PROVIDED FREE ALIGNMENT, OUTER TIE-RODS BOTH SIDES AND FLUIDSCUSTOMER WAS SATISFIED WITH HIS VEHICLE BEING FIXED AND THE CUSTOMER SERVICE HE RECEIVED FROM OUR SERVICE DEPARTMENT Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Indeed the business did fix my vehicle as promised by Brian, however if my original requested repair was adhered to by the service technicians on 02/17/based off of the service technicians diagnosis on 09/28/I would not have had to pay for additional repairs that were not necessary for the operation of my vehicleThe problem was the power steering rack, which eventually was fixed, not the lines and connecting hoses despite how minute the leakI am finally somewhat satisfied that the leaking has stopped and that I can now fully operate my Toyota Avalon with only minor issues however the funds that I have spent for unnecessary parts and labor is not acceptable or forgivableI am a man of values and I can accept the cost of the parts that were put on my vehicle, nevertheless I believe that the price for labor from the previous repairs, Power steering line and hose repair totaling $149.62, be refunded to my credit cardWith the waiving of the labor and alignment charges of the repair on 3/1/2016, this would fully satisfy my concernsI have went further into unnecessary debt in order to pay for these unneeded repairs and this would help significantlyI originally chose Rice Toyota base doff of great online customer reviews and family references however if this is the kind of service that the company promotes I feel my business could be better conducted elsewhere Attached is reply email from Rice Toyota Mr [redacted] , I understand your concern with the repairs that have been made to your vehicleIn order to properly diagnose the seal failure of the power steering rack and pinion assembly, the leaking power steering lines needed to be replaced due to fluid being present in engine compartment from power steering fluid reservoir to under vehicleAfter the fluid was cleaned up, the technicians were able to pinpoint the failed sealIt is standard practice for the technicians here at Rice Toyota to fix one leak at a time to ensure that repairs are neededThis practice ensures that non-needed repairs are not performedI do understand your concern that repairs that were not needed on your vehicle were performed, but a vehicle with the age and mileage such as yours commonly has multiple fluid leaks if not monitoredPlease feel free to contact me with any questions or concerns that you may have Final Business Response / [redacted] (4000, 12, 2016/03/04) */ Mr [redacted] , I am terribly sorry that the steps we have taken thus far to reimburse you financially by discounting work and not charging you for labor, in addition to our detailed explanation of work done and why it took place in the order it did, are not sufficient to satisfy your peace of mind Thank you for giving us the opportunity Sincerely, Mary R [redacted] Final Consumer Response / [redacted] (4200, 14, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wish that the Revdex.com keep record of my dissatisfaction in this company's service and repairs so that it can be publicly seen
I am rejecting this response because: I should not have been led to believe I could be stranded, prompting me to make a hasty decision. I should have been offered to view the problem at the time of the service. Of course, now after many days of not responding to my phone calls, the parts are now conveniently not available
Mrs***,We would like to apologize for not calling you back when you contacted us with your concern. We appreciate the opportunity to answer your questions and hopefully address your concerns We thought that the easiest way to help with your questions is to show you the old parts,
unfortunately we do not have them. We are required by Toyota to send the axle back as a core and the power steering line has been thrown out. We contacted Toyota with hopes of retrieving your old axle but they have already sent it out to be refurbished We reviewed the work performed with our certified technician and his team leader. They gave the following explanation The technician noted the power steering fluid level was low and that the return hose was the cause due to it leaking. This hose is made of rubber and is located at the top of the engine on the passenger side. It is a common issue with the high temperature in the engine compartment and the age of the rubber hose (years) it became soft and began to leak. Because of its location the leak would run down the back/ front of the passenger side of the engine and more than likely did not drip but was absorbed by dirt and road grime typical to most engines. This is a common problem we see on your model vehicle, Rice Toyota has sold of these specific hoses last year and Modern Toyota has sold The axle was recommended for a leak as well. Unlike the power steering system the axle is filled with grease. When an axle leaks the grease does not drip, what is does do is as the axle spins when you are driving it slings grease on the surrounding areas. Simply pulling forward or back will not create enough centrifugal force to sling the grease. But because the grease is the same consistency as cake frosting it sticks to your car. We would welcome the opportunity to show you this in person. Typically mechanics clean up after themselves but it is our experience they can't clean up 100% of the leak so there might still be signs of what was described. We have a zero tolerance policy for recommending unneeded repairs. We are highly customer focused and strive to respond to every customer that requests it. We again apologize for not following up when you called and hope that this explanation satisfies your questions and concerns. Mark G***Fixed Operations Director***@ricetoyota.com***
The vehicle rented was a Corolla which rents for $plus 16% tax equaling $per day. The customer had the rental for days. So days times $equals $1899.66. *** pays a maximum of $and $a day up to days. But since it was a Corolla *** will only pay $per day. *** was billed a total of $which is daysSo the customer would be responsible for the difference of $and $which is $529.07. We charged the customer $499.82. $detail fee was to clean the car. Which leaves a balance of $439.82. We billed the customer the difference at our internal rate which was $plus tax ($36.65) times days equals $439.82. Customer called the body shop on Jan 11th stating her rental had exceeded days and it would no longer be covered by ***, customer wanted us to pay for rental and was told we would not cover. (Part was back ordered)On Jan 18th told the customer it will be about $plus tax ($408.32) for the rental remainder. Brandon told the customer he was not sure what the total would be with taxes that the rental department would reach out to the customer with a total.So what I can see she was overcharged day we owe her $31.50...rental manager James S*** is issuing a refund now
*** and I just spoke on the phoneWe refunded a credit card that was tied to her name in our system but it was not her card in errorThe Comptroller and I just went through the credit card transaction statement with *** on the phone, found the correct card and refunded the $to ***
*** is calling her bank to see how long until the funds will show as pending in her account *** has my personal cell phone numberMary R*** General Manager
Initial Business Response /* (1000, 5, 2016/08/24) */
Contact Name and Title: Mary R[redacted] General Manager
Contact Phone: [redacted]
Contact Email: [redacted]@ricetoyota.com
[redacted]
I apologize for the concerns you are having. I was under the impression that after sales manager Andy S[redacted] met with...
you at the beginning of August that all your concerns were resolved. There is no method of attaching documents to this response. I have the items you requested sitting with our receptionist in an envelope for pick up at your convenience.
Mary R[redacted]
Initial Business Response /* (1000, 8, 2015/07/27) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ricetoyota.com
My understanding is that our Fixed ops Director [redacted] has spoken to Mr. [redacted] today (7/27/15) and he will be bringing...
his car in on Tuesday or Wednesday. [redacted] has been looking for a used harness retainer to replace as customer goodwill or he said we can possibly repair his old one. All of this has been explained to Mr [redacted].
Initial Consumer Rebuttal /* (2000, 10, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] on July 27 2015. I scheduled an appointment the following day to bring my vehicle in on July 29 2015. The vehicle was taken in on July 29 2015 and repaired to my satisfaction. The part that was broken was not replaced however it was repaired by reinforcing the piece that the mechanic broke. I want to thank the Revdex.com for acting promptly and obtaining such favorable results.
I am rejecting this response because:While I appreciate Mrs. R[redacted]'s response and I certainly do fully understand that their are many available ways to structure a car "deal" the bottom line is that none of this was stated in their advertisement. I have uploaded and attached a copy of the Facebook ad to show this. The ad simply states "buy now and we'll cover your first two payments" and since they are not willing to do so, this is false advertising.If the dealership was not going to make the first two payments for a vehicle sale then they should have stated in the ad that they will only do this under certain circumstances-such as those Mrs. R[redacted] has explained in her rebuttal to my complaint.My overall experience at the dealership was very positive but whoever is in charge of advertising needs a course in ethical advertising as clearly this ad is not an ethical way to do business if they post an ad and then refuse to honor it.
Customer left this Facebook review January 16, 2018 had a wreck in Dec 6th and chose your collision center for repair. I also got a rental from you. Big mistake!! My repairs have taken more than a month due to back order with some of the parts. My insurance only paid for 30 days and had to pay...
the rest out of pocked. I tried to ask for a loaner car since the delay was on your part but the rental department was so rude to me. To make it worse, they tried to charge me 2 days that were already paid for by the insurance company. I have been with Nissan for over 15 years and received the best customer service. I have so much regret in buying a Toyota vehicle because of your horrible customer service." Rice Responded on January 16, 2018 [redacted], We are so sorry the parts are on national back order, we know that is even more frustrating to you than it is to us. The part we are all waiting for is a frame rail which as you know is a major part of the repair. Your vehicle arrived 12.8.17, your insurance allows rental coverage for $50/day up to $1500 total. You may want to take a second look at the information you have based on your comments above that state your "rental is only covered for 30 days" because that is not what we have on file from [redacted] for you. If we have made a mistake in our rental dept please we want to help. If you want to speak to our manager Brandon H[redacted] he is familiar with your repair, insurance policy and the part status. His cell is [redacted]. Sincerely, The Rice Team" Customer Responded My insurance policy covers rental for 30 days only. I have to pay 11 days out of pocket. I have a meeting with one of you on Friday at noon because I did not agree with invoice emailed to me this afternoon. Simple math 11days @ $32/day and we could not agree." Attached are both the invoices which clearly show the rate at $38.99/day.Customer's Insurance coverage is 50/1500 with [redacted], [redacted] IS covering 30 days of rental Car was "trashed" when returned with excessive stains in interior when it was returned. Customer was not charged for damages.Receipt# [redacted] for $499.82 was charged on 1/18/18
Initial Business Response /* (1000, 8, 2016/03/02) */
SERVICE MANAGER BRIAN S[redacted] CALLED CUSTOMER TO ADDRESS CUSTOMER CONCERNS. AFTER CUSTOMER EXPLAINED HIS CONCERNS SERVICE MANAGER OFFERED TO CUSTOMER TO PAY FOR THE LABOR AND CUSTOMER WOULD BE RESPONSIBLE TO PAY FOR THE PARTS NEEDED TO REPAIR...
HIS VEHICLE, CUSTOMER AGREED WITH IT AND DROPPED OFF HIS VEHICLE ON 3/1/2016. WE ORDERED THE PARTS, FIXED THE POWER STEERING RACK AND PINION ASSEMBLY, IN ADDITIONAL PROVIDED FREE ALIGNMENT, OUTER TIE-RODS BOTH SIDES AND FLUIDS. CUSTOMER WAS SATISFIED WITH HIS VEHICLE BEING FIXED AND THE CUSTOMER SERVICE HE RECEIVED FROM OUR SERVICE DEPARTMENT.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indeed the business did fix my vehicle as promised by Brian, however if my original requested repair was adhered to by the service technicians on 02/17/2016 based off of the service technicians diagnosis on 09/28/2016 I would not have had to pay for additional repairs that were not necessary for the operation of my vehicle. The problem was the power steering rack, which eventually was fixed, not the lines and connecting hoses despite how minute the leak. I am finally somewhat satisfied that the leaking has stopped and that I can now fully operate my Toyota Avalon with only minor issues however the funds that I have spent for unnecessary parts and labor is not acceptable or forgivable. I am a man of values and I can accept the cost of the parts that were put on my vehicle, nevertheless I believe that the price for labor from the previous repairs, Power steering line and hose repair totaling $149.62, be refunded to my credit card. With the waiving of the labor and alignment charges of the repair on 3/1/2016, this would fully satisfy my concerns. I have went further into unnecessary debt in order to pay for these unneeded repairs and this would help significantly. I originally chose Rice Toyota base doff of great online customer reviews and family references however if this is the kind of service that the company promotes I feel my business could be better conducted elsewhere.
Attached is reply email from Rice Toyota.
Mr. [redacted],
I understand your concern with the repairs that have been made to your vehicle. In order to properly diagnose the seal failure of the power steering rack and pinion assembly, the leaking power steering lines needed to be replaced due to fluid being present in engine compartment from power steering fluid reservoir to under vehicle. After the fluid was cleaned up, the technicians were able to pinpoint the failed seal. It is standard practice for the technicians here at Rice Toyota to fix one leak at a time to ensure that repairs are needed. This practice ensures that non-needed repairs are not performed. I do understand your concern that repairs that were not needed on your vehicle were performed, but a vehicle with the age and mileage such as yours commonly has multiple fluid leaks if not monitored. Please feel free to contact me with any questions or concerns that you may have
Final Business Response /* (4000, 12, 2016/03/04) */
Mr [redacted],
I am terribly sorry that the steps we have taken thus far to reimburse you financially by discounting work and not charging you for labor, in addition to our detailed explanation of work done and why it took place in the order it did, are not sufficient to satisfy your peace of mind.
Thank you for giving us the opportunity.
Sincerely,
Mary R[redacted]
Final Consumer Response /* (4200, 14, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wish that the Revdex.com keep record of my dissatisfaction in this company's service and repairs so that it can be publicly seen.
I will accept the refund reason being that I don’t want to waste my precious time and that of Revdex.com. I believe there are other customers who use Rice Toyota services and are overcharged and treated badly as I was but it goes unreported.This is unacceptable.I am waiting for my vehicle Repairs to be completed since December 6th and hopefully this will be uneventful. Thank you Revdex.com for listening to me an handling my case with so much concern and respect.
I am rejecting this response because:
Looking at the attached invoice from Rice Toyota my responsibility is for 11 days not covered by insurance at a rate of $32/day.. The car had stains at the front seat when I got . But it had new stained at the back seat and they charged me $60 for detailed cleaning which I do not dispute. Saying I trashed the vehicle and that they did not charge me is simply not true. They have charged me for detailed cleaning.
I spoke to Mr. [redacted] as soon as I received his message on Facebook and we resolved the conversation to his satisfaction several weeks ago. I am sorry he has changed his mind since our conversation. I explained that many different advertisements are made in reference to selling a vehicle: 0%...
financing, first two months payment, no money down, holiday bonus cash, special lease offers, customer loyalty cash, holiday bonus cash, but that these offers cannot all be combined at once, that we take the offers available to the customer and match them up so the customer receives the offers that benefit them most, realizing that all offers cannot be combined.During negotiations, Mr [redacted] wanted us to beat a very aggressive offer from [redacted] in order to buy his business. We made a business decision to do so at a net $2754.67 loss to the dealership. Mr. [redacted] and I discussed this, no one loses that kind of money to sell a 4Runner. Maybe a volume car like a Camry or a Corolla but not a 4Runner. I told Mr [redacted] that had he taken advantage of any of the other offers available to him, his selling price would have been higher. Mr [redacted] said what he wanted the most was the lowest selling price available and that is what he got. Attached is the screen shot of the financial of Mr [redacted] deal.Mary R[redacted]General Manager
Initial Business Response /* (1000, 6, 2016/04/29) */
We understand Mr. [redacted] feels that because his credit was pulled multiple times it caused his credit score to go down. However, all the evidence on Experian and My Fico points to the contrary. If credit is pulled -even multiple times- because...
we are shopping for the best rate it is for the same kind of purchase an auto loan. The credit companies do not impact your score because you are "shopping around" rates or the dealer and financing company in this case [redacted] is "shopping" rates on your behalf.
If his credit score did drop, it may be a result of taking on an additional loan.
see below:
Experian http://www.experian.com/blogs/ask-experian/2009/03/01/impact-on-credit-scores-of...⇄ />
My Fico
http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx
I hope these explanations satisfy Mr. [redacted]'s concerns. If not, feel free to contact me directly at [redacted] Mary R[redacted] General Manager Rice Toyota
I am rejecting this response because:There are a couple of errors in your response.First off thanks for looking into this for me and your quick response. There are a couple off issues in your response that I wanted to let you know my side before accepting your response. 1) I was there at night but we couldn't move the tag over till the following afternoon because they new the title was under my wife's name and he said it wouldn't be an issue transferring the tag. We both came in for her to sign all the required paperwork. Your financing department was aware of the situation from the first moment. 2) It was the financing guy that told a salesman to move the tag from my old car to the new. Once again he was aware of the title being under my wife's name and he was the reason I was driving with a improper tag for over two weeks before we received the notice of new tags.3) The tax and tags charge was over 700 dollars for a 2017 AWD Sienna. 4) The main reason I am rejecting your response- The General Sales Manager NEVER called me. I called and left at least 5 message for him over a three week period . I actually had to go to the store to hunt him down to get an answer. The only helpful staff you had was Jennifer and she left at least two messages for him and gave me his direct number. 4) This is the first I am hearing of these credits. No one ever called I was supposed to hear back within two weeks by phone. It has been over a month. I called this Tuesday and no one was aware of these credits. I would be happy to accept the credits and thank you for applying them. But I would prefer after all this a check instead of the credits because I don't want to have to go through this again once I show up and no credits are available. Also could you talk with your General Sales Manager about calling his customer's back and at least address their concerns in a timely manor. His poor customer service has really put a damper on my buying experience. 5. If possible could I redo my survey from the day after buying the car. Both the Financial employee and sales person were more worried about me giving them a perfect score that actually listening to my situation and moving the title over correctly. I filled out the survey before the above situation and would like to amend my original survey. Thanks and I look forward to your response. [redacted]
I reviewed the entire deal and talked with the finance manager about the transaction. When Mr. [redacted] came into the finance office it was after 8PM and CVR (which we use to check the owner on the title of the trade in does not operate after 8 pm.) Our Finance Manager could not pull the title...
information through CVR. Mr. [redacted] did not have the registration with him and told the Finance Manager that the title was in his name. The Finance Manager told Mr. [redacted] as long as the title is in your name we can transfer the tag. T Finance Manager at Rice then asked the salesperson Kelvin to transfer the plate from the Ford the customer was trading in to the Sienna that was being purchased.In the next few days, Mr [redacted] (or someone acting on his behalf) brought in the title to the Ford that was traded in with the receptionist. The Finance Manager reviewed the title and realized it was in Mr [redacted]’s wife's name only and not in Mr. [redacted]'s name as he had indicated when the paperwork was processed. As a result, Mr [redacted]’s wife signature was now needed on the paperwork for the trade because only her name was on the title to the trade. The Finance Manager called the Mr [redacted] and asked that Mrs [redacted] come in and sign the trade documents to the Ford. Jennifer J[redacted] (title clerk tab Rice) completed the paperwork for a new tag since the tag could not be transferred. Jennifer talked with Mr. [redacted] and explained that she could not transfer the tag because the Ford he traded in was only in his wife's name. After speaking with him, she then emailed the General Sales Manager to follow up and call the customer.The General Sales Manager met with Mr. [redacted] and offered $200 in loyalty points to use in our service and parts department. Mr. [redacted] accepted and left the dealership with his new tag. The Loyalty Points were applied.NC Taxes on the sienna is $574.47I ran an estimate of NC taxes on the Ford and it was $81.11Mr. [redacted] can get a refund for a portion of the taxes he paid in October from the State. Jennifer J[redacted] reviewed the process with him. Regardless of the tag being transferred or new, Mr [redacted] would have been sent a bill for the taxes for the car.
I am rejecting this response because:While I appreciate MrsR***'s response and I certainly do fully understand that their are many available ways to structure a car "deal" the bottom line is that none of this was stated in their advertisementI have uploaded and attached a copy of the Facebook ad to show thisThe ad simply states "buy now and we'll cover your first two payments" and since they are not willing to do so, this is advertising.If the dealership was not going to make the first two payments for a vehicle sale then they should have stated in the ad that they will only do this under certain circumstances-such as those MrsR [redacted] has explained in her rebuttal to my complaint.My overall experience at the dealership was very positive but whoever is in charge of advertising needs a course in ethical advertising as clearly this ad is not an ethical way to do business if they post an ad and then refuse to honor it
Initial Business Response / [redacted] (1000, 6, 2016/04/29) */ We understand Mr [redacted] feels that because his credit was pulled multiple times it caused his credit score to go downHowever, all the evidence on Experian and My Fico points to the contraryIf credit is pulled -even multiple times- because we are shopping for the best rate it is for the same kind of purchase an auto loanThe credit companies do not impact your score because you are "shopping around" rates or the dealer and financing company in this case [redacted] is "shopping" rates on your behalf If his credit score did drop, it may be a result of taking on an additional loan see below: Experian http://www.experian.com/blogs/ask-experian/2009/03/01/impact-on-credit-scores-of...⇄ My Fico http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx I hope these explanations satisfy Mr [redacted] 's concernsIf not, feel free to contact me directly at [redacted] Mary R [redacted] General Manager Rice Toyota
I am rejecting this response because:There are a couple of errors in your response.First off thanks for looking into this for me and your quick response There are a couple off issues in your response that I wanted to let you know my side before accepting your response 1) I was there at night but we couldn't move the tag over till the following afternoon because they new the title was under my wife's name and he said it wouldn't be an issue transferring the tag We both came in for her to sign all the required paperwork Your financing department was aware of the situation from the first moment 2) It was the financing guy that told a salesman to move the tag from my old car to the new Once again he was aware of the title being under my wife's name and he was the reason I was driving with a improper tag for over two weeks before we received the notice of new tags.3) The tax and tags charge was over dollars for a AWD Sienna 4) The main reason I am rejecting your response- The General Sales Manager NEVER called me I called and left at least message for him over a three week period I actually had to go to the store to hunt him down to get an answer The only helpful staff you had was Jennifer and she left at least two messages for him and gave me his direct number 4) This is the first I am hearing of these credits No one ever called I was supposed to hear back within two weeks by phone It has been over a month I called this Tuesday and no one was aware of these credits I would be happy to accept the credits and thank you for applying them But I would prefer after all this a check instead of the credits because I don't want to have to go through this again once I show up and no credits are available Also could you talk with your General Sales Manager about calling his customer's back and at least address their concerns in a timely manor His poor customer service has really put a damper on my buying experience If possible could I redo my survey from the day after buying the car Both the Financial employee and sales person were more worried about me giving them a perfect score that actually listening to my situation and moving the title over correctly I filled out the survey before the above situation and would like to amend my original surveyThanks and I look forward to your response [redacted]
I spoke to Mr [redacted] as soon as I received his message on Facebook and we resolved the conversation to his satisfaction several weeks ago I am sorry he has changed his mind since our conversationI explained that many different advertisements are made in reference to selling a vehicle: 0% financing, first two months payment, no money down, holiday bonus cash, special lease offers, customer loyalty cash, holiday bonus cash, but that these offers cannot all be combined at once, that we take the offers available to the customer and match them up so the customer receives the offers that benefit them most, realizing that all offers cannot be combined.During negotiations, Mr [redacted] wanted us to beat a very aggressive offer from [redacted] in order to buy his businessWe made a business decision to do so at a net $loss to the dealershipMr [redacted] and I discussed this, no one loses that kind of money to sell a 4RunnerMaybe a volume car like a Camry or a Corolla but not a 4RunnerI told Mr [redacted] that had he taken advantage of any of the other offers available to him, his selling price would have been higherMr [redacted] said what he wanted the most was the lowest selling price available and that is what he gotAttached is the screen shot of the financial of Mr [redacted] deal.Mary R***General Manager
Initial Business Response / [redacted] (1000, 8, 2016/03/02) */ SERVICE MANAGER BRIAN S [redacted] CALLED CUSTOMER TO ADDRESS CUSTOMER CONCERNSAFTER CUSTOMER EXPLAINED HIS CONCERNS SERVICE MANAGER OFFERED TO CUSTOMER TO PAY FOR THE LABOR AND CUSTOMER WOULD BE RESPONSIBLE TO PAY FOR THE PARTS NEEDED TO REPAIR HIS VEHICLE, CUSTOMER AGREED WITH IT AND DROPPED OFF HIS VEHICLE ON 3/1/WE ORDERED THE PARTS, FIXED THE POWER STEERING RACK AND PINION ASSEMBLY, IN ADDITIONAL PROVIDED FREE ALIGNMENT, OUTER TIE-RODS BOTH SIDES AND FLUIDSCUSTOMER WAS SATISFIED WITH HIS VEHICLE BEING FIXED AND THE CUSTOMER SERVICE HE RECEIVED FROM OUR SERVICE DEPARTMENT Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Indeed the business did fix my vehicle as promised by Brian, however if my original requested repair was adhered to by the service technicians on 02/17/based off of the service technicians diagnosis on 09/28/I would not have had to pay for additional repairs that were not necessary for the operation of my vehicleThe problem was the power steering rack, which eventually was fixed, not the lines and connecting hoses despite how minute the leakI am finally somewhat satisfied that the leaking has stopped and that I can now fully operate my Toyota Avalon with only minor issues however the funds that I have spent for unnecessary parts and labor is not acceptable or forgivableI am a man of values and I can accept the cost of the parts that were put on my vehicle, nevertheless I believe that the price for labor from the previous repairs, Power steering line and hose repair totaling $149.62, be refunded to my credit cardWith the waiving of the labor and alignment charges of the repair on 3/1/2016, this would fully satisfy my concernsI have went further into unnecessary debt in order to pay for these unneeded repairs and this would help significantlyI originally chose Rice Toyota base doff of great online customer reviews and family references however if this is the kind of service that the company promotes I feel my business could be better conducted elsewhere Attached is reply email from Rice Toyota Mr [redacted] , I understand your concern with the repairs that have been made to your vehicleIn order to properly diagnose the seal failure of the power steering rack and pinion assembly, the leaking power steering lines needed to be replaced due to fluid being present in engine compartment from power steering fluid reservoir to under vehicleAfter the fluid was cleaned up, the technicians were able to pinpoint the failed sealIt is standard practice for the technicians here at Rice Toyota to fix one leak at a time to ensure that repairs are neededThis practice ensures that non-needed repairs are not performedI do understand your concern that repairs that were not needed on your vehicle were performed, but a vehicle with the age and mileage such as yours commonly has multiple fluid leaks if not monitoredPlease feel free to contact me with any questions or concerns that you may have Final Business Response / [redacted] (4000, 12, 2016/03/04) */ Mr [redacted] , I am terribly sorry that the steps we have taken thus far to reimburse you financially by discounting work and not charging you for labor, in addition to our detailed explanation of work done and why it took place in the order it did, are not sufficient to satisfy your peace of mind Thank you for giving us the opportunity Sincerely, Mary R [redacted] Final Consumer Response / [redacted] (4200, 14, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wish that the Revdex.com keep record of my dissatisfaction in this company's service and repairs so that it can be publicly seen
I am rejecting this response because: I should not have been led to believe I could be stranded, prompting me to make a hasty decision. I should have been offered to view the problem at the time of the service. Of course, now after many days of not responding to my phone calls, the parts are now conveniently not available
Mrs***,We would like to apologize for not calling you back when you contacted us with your concern. We appreciate the opportunity to answer your questions and hopefully address your concerns We thought that the easiest way to help with your questions is to show you the old parts,
unfortunately we do not have them. We are required by Toyota to send the axle back as a core and the power steering line has been thrown out. We contacted Toyota with hopes of retrieving your old axle but they have already sent it out to be refurbished We reviewed the work performed with our certified technician and his team leader. They gave the following explanation The technician noted the power steering fluid level was low and that the return hose was the cause due to it leaking. This hose is made of rubber and is located at the top of the engine on the passenger side. It is a common issue with the high temperature in the engine compartment and the age of the rubber hose (years) it became soft and began to leak. Because of its location the leak would run down the back/ front of the passenger side of the engine and more than likely did not drip but was absorbed by dirt and road grime typical to most engines. This is a common problem we see on your model vehicle, Rice Toyota has sold of these specific hoses last year and Modern Toyota has sold The axle was recommended for a leak as well. Unlike the power steering system the axle is filled with grease. When an axle leaks the grease does not drip, what is does do is as the axle spins when you are driving it slings grease on the surrounding areas. Simply pulling forward or back will not create enough centrifugal force to sling the grease. But because the grease is the same consistency as cake frosting it sticks to your car. We would welcome the opportunity to show you this in person. Typically mechanics clean up after themselves but it is our experience they can't clean up 100% of the leak so there might still be signs of what was described. We have a zero tolerance policy for recommending unneeded repairs. We are highly customer focused and strive to respond to every customer that requests it. We again apologize for not following up when you called and hope that this explanation satisfies your questions and concerns. Mark G***Fixed Operations Director***@ricetoyota.com***
The vehicle rented was a Corolla which rents for $plus 16% tax equaling $per day. The customer had the rental for days. So days times $equals $1899.66. *** pays a maximum of $and $a day up to days. But since it was a Corolla *** will only pay $per day. *** was billed a total of $which is daysSo the customer would be responsible for the difference of $and $which is $529.07. We charged the customer $499.82. $detail fee was to clean the car. Which leaves a balance of $439.82. We billed the customer the difference at our internal rate which was $plus tax ($36.65) times days equals $439.82. Customer called the body shop on Jan 11th stating her rental had exceeded days and it would no longer be covered by ***, customer wanted us to pay for rental and was told we would not cover. (Part was back ordered)On Jan 18th told the customer it will be about $plus tax ($408.32) for the rental remainder. Brandon told the customer he was not sure what the total would be with taxes that the rental department would reach out to the customer with a total.So what I can see she was overcharged day we owe her $31.50...rental manager James S*** is issuing a refund now
*** and I just spoke on the phoneWe refunded a credit card that was tied to her name in our system but it was not her card in errorThe Comptroller and I just went through the credit card transaction statement with *** on the phone, found the correct card and refunded the $to ***
*** is calling her bank to see how long until the funds will show as pending in her account *** has my personal cell phone numberMary R*** General Manager
Initial Business Response /* (1000, 5, 2016/08/24) */
Contact Name and Title: Mary R[redacted] General Manager
Contact Phone: [redacted]
Contact Email: [redacted]@ricetoyota.com
[redacted]
I apologize for the concerns you are having. I was under the impression that after sales manager Andy S[redacted] met with...
you at the beginning of August that all your concerns were resolved. There is no method of attaching documents to this response. I have the items you requested sitting with our receptionist in an envelope for pick up at your convenience.
Mary R[redacted]
Initial Business Response /* (1000, 8, 2015/07/27) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ricetoyota.com
My understanding is that our Fixed ops Director [redacted] has spoken to Mr. [redacted] today (7/27/15) and he will be bringing...
his car in on Tuesday or Wednesday. [redacted] has been looking for a used harness retainer to replace as customer goodwill or he said we can possibly repair his old one. All of this has been explained to Mr [redacted].
Initial Consumer Rebuttal /* (2000, 10, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] on July 27 2015. I scheduled an appointment the following day to bring my vehicle in on July 29 2015. The vehicle was taken in on July 29 2015 and repaired to my satisfaction. The part that was broken was not replaced however it was repaired by reinforcing the piece that the mechanic broke. I want to thank the Revdex.com for acting promptly and obtaining such favorable results.
I am rejecting this response because:While I appreciate Mrs. R[redacted]'s response and I certainly do fully understand that their are many available ways to structure a car "deal" the bottom line is that none of this was stated in their advertisement. I have uploaded and attached a copy of the Facebook ad to show this. The ad simply states "buy now and we'll cover your first two payments" and since they are not willing to do so, this is false advertising.If the dealership was not going to make the first two payments for a vehicle sale then they should have stated in the ad that they will only do this under certain circumstances-such as those Mrs. R[redacted] has explained in her rebuttal to my complaint.My overall experience at the dealership was very positive but whoever is in charge of advertising needs a course in ethical advertising as clearly this ad is not an ethical way to do business if they post an ad and then refuse to honor it.
Customer left this Facebook review January 16, 2018 had a wreck in Dec 6th and chose your collision center for repair. I also got a rental from you. Big mistake!! My repairs have taken more than a month due to back order with some of the parts. My insurance only paid for 30 days and had to pay...
the rest out of pocked. I tried to ask for a loaner car since the delay was on your part but the rental department was so rude to me. To make it worse, they tried to charge me 2 days that were already paid for by the insurance company. I have been with Nissan for over 15 years and received the best customer service. I have so much regret in buying a Toyota vehicle because of your horrible customer service." Rice Responded on January 16, 2018 [redacted], We are so sorry the parts are on national back order, we know that is even more frustrating to you than it is to us. The part we are all waiting for is a frame rail which as you know is a major part of the repair. Your vehicle arrived 12.8.17, your insurance allows rental coverage for $50/day up to $1500 total. You may want to take a second look at the information you have based on your comments above that state your "rental is only covered for 30 days" because that is not what we have on file from [redacted] for you. If we have made a mistake in our rental dept please we want to help. If you want to speak to our manager Brandon H[redacted] he is familiar with your repair, insurance policy and the part status. His cell is [redacted]. Sincerely, The Rice Team" Customer Responded My insurance policy covers rental for 30 days only. I have to pay 11 days out of pocket. I have a meeting with one of you on Friday at noon because I did not agree with invoice emailed to me this afternoon. Simple math 11days @ $32/day and we could not agree." Attached are both the invoices which clearly show the rate at $38.99/day.Customer's Insurance coverage is 50/1500 with [redacted], [redacted] IS covering 30 days of rental Car was "trashed" when returned with excessive stains in interior when it was returned. Customer was not charged for damages.Receipt# [redacted] for $499.82 was charged on 1/18/18
Initial Business Response /* (1000, 8, 2016/03/02) */
SERVICE MANAGER BRIAN S[redacted] CALLED CUSTOMER TO ADDRESS CUSTOMER CONCERNS. AFTER CUSTOMER EXPLAINED HIS CONCERNS SERVICE MANAGER OFFERED TO CUSTOMER TO PAY FOR THE LABOR AND CUSTOMER WOULD BE RESPONSIBLE TO PAY FOR THE PARTS NEEDED TO REPAIR...
HIS VEHICLE, CUSTOMER AGREED WITH IT AND DROPPED OFF HIS VEHICLE ON 3/1/2016. WE ORDERED THE PARTS, FIXED THE POWER STEERING RACK AND PINION ASSEMBLY, IN ADDITIONAL PROVIDED FREE ALIGNMENT, OUTER TIE-RODS BOTH SIDES AND FLUIDS. CUSTOMER WAS SATISFIED WITH HIS VEHICLE BEING FIXED AND THE CUSTOMER SERVICE HE RECEIVED FROM OUR SERVICE DEPARTMENT.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indeed the business did fix my vehicle as promised by Brian, however if my original requested repair was adhered to by the service technicians on 02/17/2016 based off of the service technicians diagnosis on 09/28/2016 I would not have had to pay for additional repairs that were not necessary for the operation of my vehicle. The problem was the power steering rack, which eventually was fixed, not the lines and connecting hoses despite how minute the leak. I am finally somewhat satisfied that the leaking has stopped and that I can now fully operate my Toyota Avalon with only minor issues however the funds that I have spent for unnecessary parts and labor is not acceptable or forgivable. I am a man of values and I can accept the cost of the parts that were put on my vehicle, nevertheless I believe that the price for labor from the previous repairs, Power steering line and hose repair totaling $149.62, be refunded to my credit card. With the waiving of the labor and alignment charges of the repair on 3/1/2016, this would fully satisfy my concerns. I have went further into unnecessary debt in order to pay for these unneeded repairs and this would help significantly. I originally chose Rice Toyota base doff of great online customer reviews and family references however if this is the kind of service that the company promotes I feel my business could be better conducted elsewhere.
Attached is reply email from Rice Toyota.
Mr. [redacted],
I understand your concern with the repairs that have been made to your vehicle. In order to properly diagnose the seal failure of the power steering rack and pinion assembly, the leaking power steering lines needed to be replaced due to fluid being present in engine compartment from power steering fluid reservoir to under vehicle. After the fluid was cleaned up, the technicians were able to pinpoint the failed seal. It is standard practice for the technicians here at Rice Toyota to fix one leak at a time to ensure that repairs are needed. This practice ensures that non-needed repairs are not performed. I do understand your concern that repairs that were not needed on your vehicle were performed, but a vehicle with the age and mileage such as yours commonly has multiple fluid leaks if not monitored. Please feel free to contact me with any questions or concerns that you may have
Final Business Response /* (4000, 12, 2016/03/04) */
Mr [redacted],
I am terribly sorry that the steps we have taken thus far to reimburse you financially by discounting work and not charging you for labor, in addition to our detailed explanation of work done and why it took place in the order it did, are not sufficient to satisfy your peace of mind.
Thank you for giving us the opportunity.
Sincerely,
Mary R[redacted]
Final Consumer Response /* (4200, 14, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wish that the Revdex.com keep record of my dissatisfaction in this company's service and repairs so that it can be publicly seen.
I will accept the refund reason being that I don’t want to waste my precious time and that of Revdex.com. I believe there are other customers who use Rice Toyota services and are overcharged and treated badly as I was but it goes unreported.This is unacceptable.I am waiting for my vehicle Repairs to be completed since December 6th and hopefully this will be uneventful. Thank you Revdex.com for listening to me an handling my case with so much concern and respect.
I am rejecting this response because:
Looking at the attached invoice from Rice Toyota my responsibility is for 11 days not covered by insurance at a rate of $32/day.. The car had stains at the front seat when I got . But it had new stained at the back seat and they charged me $60 for detailed cleaning which I do not dispute. Saying I trashed the vehicle and that they did not charge me is simply not true. They have charged me for detailed cleaning.
I spoke to Mr. [redacted] as soon as I received his message on Facebook and we resolved the conversation to his satisfaction several weeks ago. I am sorry he has changed his mind since our conversation. I explained that many different advertisements are made in reference to selling a vehicle: 0%...
financing, first two months payment, no money down, holiday bonus cash, special lease offers, customer loyalty cash, holiday bonus cash, but that these offers cannot all be combined at once, that we take the offers available to the customer and match them up so the customer receives the offers that benefit them most, realizing that all offers cannot be combined.During negotiations, Mr [redacted] wanted us to beat a very aggressive offer from [redacted] in order to buy his business. We made a business decision to do so at a net $2754.67 loss to the dealership. Mr. [redacted] and I discussed this, no one loses that kind of money to sell a 4Runner. Maybe a volume car like a Camry or a Corolla but not a 4Runner. I told Mr [redacted] that had he taken advantage of any of the other offers available to him, his selling price would have been higher. Mr [redacted] said what he wanted the most was the lowest selling price available and that is what he got. Attached is the screen shot of the financial of Mr [redacted] deal.Mary R[redacted]General Manager
Initial Business Response /* (1000, 6, 2016/04/29) */
We understand Mr. [redacted] feels that because his credit was pulled multiple times it caused his credit score to go down. However, all the evidence on Experian and My Fico points to the contrary. If credit is pulled -even multiple times- because...
we are shopping for the best rate it is for the same kind of purchase an auto loan. The credit companies do not impact your score because you are "shopping around" rates or the dealer and financing company in this case [redacted] is "shopping" rates on your behalf.
If his credit score did drop, it may be a result of taking on an additional loan.
see below:
Experian
http://www.experian.com/blogs/ask-experian/2009/03/01/impact-on-credit-scores-of...⇄ /> My Fico
http://www.myfico.com/crediteducation/creditchecks/inquiries.aspx
I hope these explanations satisfy Mr. [redacted]'s concerns. If not, feel free to contact me directly at [redacted] Mary R[redacted] General Manager Rice Toyota
I am rejecting this response because:There are a couple of errors in your response.First off thanks for looking into this for me and your quick response. There are a couple off issues in your response that I wanted to let you know my side before accepting your response. 1) I was there at night but we couldn't move the tag over till the following afternoon because they new the title was under my wife's name and he said it wouldn't be an issue transferring the tag. We both came in for her to sign all the required paperwork. Your financing department was aware of the situation from the first moment. 2) It was the financing guy that told a salesman to move the tag from my old car to the new. Once again he was aware of the title being under my wife's name and he was the reason I was driving with a improper tag for over two weeks before we received the notice of new tags.3) The tax and tags charge was over 700 dollars for a 2017 AWD Sienna. 4) The main reason I am rejecting your response- The General Sales Manager NEVER called me. I called and left at least 5 message for him over a three week period . I actually had to go to the store to hunt him down to get an answer. The only helpful staff you had was Jennifer and she left at least two messages for him and gave me his direct number. 4) This is the first I am hearing of these credits. No one ever called I was supposed to hear back within two weeks by phone. It has been over a month. I called this Tuesday and no one was aware of these credits. I would be happy to accept the credits and thank you for applying them. But I would prefer after all this a check instead of the credits because I don't want to have to go through this again once I show up and no credits are available. Also could you talk with your General Sales Manager about calling his customer's back and at least address their concerns in a timely manor. His poor customer service has really put a damper on my buying experience. 5. If possible could I redo my survey from the day after buying the car. Both the Financial employee and sales person were more worried about me giving them a perfect score that actually listening to my situation and moving the title over correctly. I filled out the survey before the above situation and would like to amend my original survey. Thanks and I look forward to your response. [redacted]
I reviewed the entire deal and talked with the finance manager about the transaction. When Mr. [redacted] came into the finance office it was after 8PM and CVR (which we use to check the owner on the title of the trade in does not operate after 8 pm.) Our Finance Manager could not pull the title...
information through CVR. Mr. [redacted] did not have the registration with him and told the Finance Manager that the title was in his name. The Finance Manager told Mr. [redacted] as long as the title is in your name we can transfer the tag. T Finance Manager at Rice then asked the salesperson Kelvin to transfer the plate from the Ford the customer was trading in to the Sienna that was being purchased.In the next few days, Mr [redacted] (or someone acting on his behalf) brought in the title to the Ford that was traded in with the receptionist. The Finance Manager reviewed the title and realized it was in Mr [redacted]’s wife's name only and not in Mr. [redacted]'s name as he had indicated when the paperwork was processed. As a result, Mr [redacted]’s wife signature was now needed on the paperwork for the trade because only her name was on the title to the trade. The Finance Manager called the Mr [redacted] and asked that Mrs [redacted] come in and sign the trade documents to the Ford. Jennifer J[redacted] (title clerk tab Rice) completed the paperwork for a new tag since the tag could not be transferred. Jennifer talked with Mr. [redacted] and explained that she could not transfer the tag because the Ford he traded in was only in his wife's name. After speaking with him, she then emailed the General Sales Manager to follow up and call the customer.The General Sales Manager met with Mr. [redacted] and offered $200 in loyalty points to use in our service and parts department. Mr. [redacted] accepted and left the dealership with his new tag. The Loyalty Points were applied.NC Taxes on the sienna is $574.47I ran an estimate of NC taxes on the Ford and it was $81.11Mr. [redacted] can get a refund for a portion of the taxes he paid in October from the State. Jennifer J[redacted] reviewed the process with him. Regardless of the tag being transferred or new, Mr [redacted] would have been sent a bill for the taxes for the car.