Steinmetz Financial

Complaint: [redacted] I am rejecting this response because: Incomplete, trying to make me forget so the case closes in days, questionable response if they knew that.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: [redacted] , Cust Rel Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @toyotamarin.com This radio is operating similar to how all radio's of this model perform in the Prius v, and therefore it's considered "normal" by the manufacturer, Toyota Motor Sales (TMS)To be sure of that, we drove another brand new vehicle of the same model and the HD feature cuts in and out multiple times like on this customer's vehicle TMS is aware of the issue, but unfortunately there is no solution currently availableToyota Marin has no other option to exercise, since it's an issue with the vehicle manufactured by TMS Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not address the issue regarding full disclosure at the time of purchaseClearly this was a known issue with Toyota and it was not disclosed to meI would have considered buying a different car with a working radio had this information been properly disclosedFor example, if the heater did not work and it was a known issue that was not disclosed to me before purchase I would expect some sort fo remedyI am very disappointed in how Toyota Marin has handled this situationMy car had twice the amount of cut out of HD as the car they compared it toI believe my car has far more issues that they are willing to admit Final Business Response / [redacted] (4000, 9, 2015/09/15) */ Toyota Marin is very sorry that the customer's expectations have not been met, however the vehicle was sold as manufactured by Toyota Motor Sales, U.S.A., IncThere was no intent to withhold any information Any further concerns about the radio's operation should be addressed to Toyota Motor Sales, U.S.A., Inc Final Consumer Response / [redacted] (4200, 11, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Toyota Marin has told me in the past to contact Toyota USA, which I did on several occasionsEvery time I contacted Toyota USA I was referred back to Toyota of MarinToyota of Marin sold me the vehicle and did not disclose a known issueIf I were to sell my car today, I would have to disclose the issue which would depreciate the value of the carToyota of Marin needs to accept responsibility for their sales practicesThey sold me the car, they should fix the problem

Complaint: [redacted] I am rejecting this response because: Regardless of how the battery displayed the appropriate charge, the battery was well past it's "life span" years or 36,miles from October 2012, when the battery was manufactured When Toyota Marin "certified" my van, they should have checked the date of manufacture on the battery, knowing it was past it's life expectancy (years would have been October and I purchased the van May 2016) and could cause the new buyer a starting issue in the very near future Toyota Marin's response sounds as if they don't care less about their product once it leaves their lot? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ The only inspection report that Ms [redacted] provided to us after she had her vehicle inspected and before she returned it to us for a full refund did not state the vehicle was unsafe Her shop - Auto Tec LLC - recommended a Timing Belt and Water Pump Replacement, Spark Plugs and Ignition Cables, and a Radiator replacement (due to some corrosion, but no leakage)Timing Belt/Water Pump/Plugs and wires are all factory recommended services - the timing belt is recommended by Honda every 90k miles, the plugs are recommended every 30k miles, and the ignition cables every 100k milesWhen [redacted] bought the vehicle she was told that she could expect there to be some maintenance items that her mechanic would find, as the thrust of our inspection is safety components, such as brakes, steering and tires (none of which were noted as issues by Ms [redacted] 's shop)In her email to us, she stated she was "...prepared to pay any factory-recommended service." The initial inspection was done at an approved third party vendor (Marin Express Lube) that is approved for overflow work from our shop, and just like our own shop they are A.S.EcertifiedWhile "Lube" is in their name, they are a full service repair shop and have an excellent reputation (including an A+ rating with the Revdex.com)The location of the inspection was fully disclosed to the customer prior to their purchasing the vehicle Our General Sales Manager personally told Ms [redacted] that we'd be willing to pay for the trailing arm bushing replacement that her mechanic recommended - not because they were a safety item, but rather because they're not listed as a maintenance item in Honda's recommended maintenance schedule, but rather they are merely an "inspection" item, and we wanted to show a good faith effort to accommodate the customer Ultimately Ms [redacted] declined the offer, and we agreed to refund her entire purchase ***, plus the tax and license that she had already paid, if she brought the vehicle back that evening, even though our unique day return policy had ended the day beforeHer husband and son brought the vehicle back and both were in good spirits and appreciative that we were willing to take the vehicle back and refund the full purchase *** While we wish we had been able to come up with a more satisfactory outcome for both the customer and ourselves, ultimately the only issues her own shop could find were maintenance issues - which we told her she would find up front, and which her own email stated she was OK withThis vehicle was in good mechanical condition for its [redacted] range, age (years old) and mileage (almost 160,miles), and while we regret that she incurred some expenses in her search for a vehicle, those are all expenses that any consumer could reasonably expect to pay in the process of looking for and buying a used car, especially one in that ***, mileage and age range

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ We apologize for any perception of poor service, poor recommendations or miscommunication from our dealership and are willing to act in good faith to restore her confidence in us If the vehicle is still drive-able and in essentially the same mechanical condition it was in at its last service visit to Toyota Marin, we will purchase it for $If not, then we will have to re-appraise the car and discuss its current value Please have her email [redacted] ( [redacted] @toyotamarin.com) confirming the above and if it does meet those conditions then we will mail her a check to an address she provides in the email Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased to finally get an acknowledgement and response from Toyota MarinIt is unfortunate that it took a complaint to the Revdex.com to get them to respondI have been out of town but will contact [redacted] today Revdex.com - Thank you for your help

We have received this Complaint and will look into it and respond accordingly ASAP All the best, [redacted] Customer Relations Manager Toyota Marin

When the customer’s Sienna was inspected for Toyota Certification in late April, the battery passed inspection and therefore was not replaced The Toyota Certified Used Vehicle (TCUV) comprehensive warranty is good for months or 12,miles from date of purchase, whichever comes first, and states: month/12,000-mile Limited Comprehensive Warranty Coverage begins from date of Toyota Certified Used Vehicle purchase Provides our highest level of coverage available Covers any repair or replacement of components which fail under use due to a defect in materials or workmanship It's transferable at no cost, for added resale value Additionally, there are other important coverages that apply: year/100,000-mile Limited Powertrain Warranty Coverage begins from the original date of first use when it was sold as new Covers major engine, transmission components and all internally lubricated parts Offers Travel Protection that includes lodging reimbursement when more than miles from home Provides Substitute Transportation reimbursement while the Toyota Certified Used Vehicle is undergoing repair It's transferable at no cost, for added resale value year of Roadside Assistance Coverage begins from date of Toyota Certified Used Vehicle purchase Covers most services, including flat tires, lockout service, jump starts, towing and fuel delivery Reimbursement for towing to the nearest Toyota dealership Toll-free call for service, hours a day, days a year Unfortunately, a battery failure is not covered

Initial Business Response /* (1000, 5, 2015/05/27) */
Contact Name and Title: *** ***, Cust Rel Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@toyotamarin.com
The customer is correctWe found the phone call of May 9th, in which a Sales Manager promised he'd remove him from our
marketing list, but did not do so, undoubtedly because it was on a busy Saturday, rather than anything intentional or malicious
We have now confirmed that this afternoon Mr *** was removed from all email lists
We send our most sincere apologies for this lack of follow-through
We're also investigating why his clicking the UNSUBSCRIBE link didn't remove his email address as it should have
Toyota Marin's General Manager and the entire staff apologize for this rare display of poor customer service on our part
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

I just left the customer a voice mail (at [redacted]) asking him to contact me to set up a time in the next couple of days when he can bring his car in at his convenience, for me to personally inspect it and hear his concerns to see what options there may be to resolve his concerns.
 
Asked him to respond by phone ([redacted]

We have received this Complaint and will look into it and respond accordingly ASAP.
 
All the best,
[redacted]
Customer Relations Manager
Toyota Marin

Complaint: [redacted]I am rejecting this response because:
Regardless of how the battery displayed the appropriate charge, the battery was well past it's "life span" 3 years or 36,000 miles from October 2012, when the battery was manufactured.  When Toyota Marin "certified" my van, they should have checked the date of manufacture on the battery, knowing it was past it's life expectancy (3 years would have been October 2015 and I purchased the van May 2016) and could cause the new buyer a starting issue in the very near future.  Toyota Marin's response sounds as if they don't care less about their product once it leaves their lot? Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: [redacted], Cust Rel Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@toyotamarin.com
This radio is operating similar to how all radio's of this model perform in the Prius v, and therefore it's considered...

"normal" by the manufacturer, Toyota Motor Sales (TMS). To be sure of that, we drove another brand new vehicle of the same model and the HD feature cuts in and out multiple times like on this customer's vehicle.
TMS is aware of the issue, but unfortunately there is no solution currently available. Toyota Marin has no other option to exercise, since it's an issue with the vehicle manufactured by TMS.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the issue regarding full disclosure at the time of purchase. Clearly this was a known issue with Toyota and it was not disclosed to me. I would have considered buying a different car with a working radio had this information been properly disclosed. For example, if the heater did not work and it was a known issue that was not disclosed to me before purchase I would expect some sort fo remedy. I am very disappointed in how Toyota Marin has handled this situation. My car had twice the amount of cut out of HD as the car they compared it to. I believe my car has far more issues that they are willing to admit.
Final Business Response /* (4000, 9, 2015/09/15) */
Toyota Marin is very sorry that the customer's expectations have not been met, however the vehicle was sold as manufactured by Toyota Motor Sales, U.S.A., Inc. There was no intent to withhold any information.
Any further concerns about the radio's operation should be addressed to Toyota Motor Sales, U.S.A., Inc.
Final Consumer Response /* (4200, 11, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Toyota Marin has told me in the past to contact Toyota USA, which I did on several occasions. Every time I contacted Toyota USA I was referred back to Toyota of Marin. Toyota of Marin sold me the vehicle and did not disclose a known issue. If I were to sell my car today, I would have to disclose the issue which would depreciate the value of the car. Toyota of Marin needs to accept responsibility for their sales practices. They sold me the car, they should fix the problem.

Customer Relations Manager confirmed that the customer has received the title, after repeated delays due to DMV processing issues.
 
Our response was delayed because the case was sent to us via USPS, instead of by email as had been done for the last 5+ years.  Revdex.com has now corrected that...

for any future cases that may be opened.

Revdex.com:  I will be visiting Marin Toyota again to see if we can get a better idea of what happened while under repairs and resolve the issue.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/06/26) */
The only inspection report that Ms. [redacted] provided to us after she had her vehicle inspected and before she returned it to us for a full refund did not state the vehicle was unsafe.
Her shop - Auto Tec LLC - recommended a Timing Belt and...

Water Pump Replacement, Spark Plugs and Ignition Cables, and a Radiator replacement (due to some corrosion, but no leakage). Timing Belt/Water Pump/Plugs and wires are all factory recommended services - the timing belt is recommended by Honda every 90k miles, the plugs are recommended every 30k miles, and the ignition cables every 100k miles. When [redacted] bought the vehicle she was told that she could expect there to be some maintenance items that her mechanic would find, as the thrust of our inspection is safety components, such as brakes, steering and tires (none of which were noted as issues by Ms. [redacted]'s shop). In her email to us, she stated she was "...prepared to pay any factory-recommended service."
The initial inspection was done at an approved third party vendor (Marin Express Lube) that is approved for overflow work from our shop, and just like our own shop they are A.S.E. certified. While "Lube" is in their name, they are a full service repair shop and have an excellent reputation (including an A+ rating with the Revdex.com). The location of the inspection was fully disclosed to the customer prior to their purchasing the vehicle.
Our General Sales Manager personally told Ms. [redacted] that we'd be willing to pay for the trailing arm bushing replacement that her mechanic recommended - not because they were a safety item, but rather because they're not listed as a maintenance item in Honda's recommended maintenance schedule, but rather they are merely an "inspection" item, and we wanted to show a good faith effort to accommodate the customer.
Ultimately Ms. [redacted] declined the offer, and we agreed to refund her entire purchase [redacted], plus the tax and license that she had already paid, if she brought the vehicle back that evening, even though our unique 3 day return policy had ended the day before. Her husband and son brought the vehicle back and both were in good spirits and appreciative that we were willing to take the vehicle back and refund the full purchase [redacted].
While we wish we had been able to come up with a more satisfactory outcome for both the customer and ourselves, ultimately the only issues her own shop could find were maintenance issues - which we told her she would find up front, and which her own email stated she was OK with. This vehicle was in good mechanical condition for its [redacted] range, age (16 years old) and mileage (almost 160,000 miles), and while we regret that she incurred some expenses in her search for a vehicle, those are all normal expenses that any consumer could reasonably expect to pay in the process of looking for and buying a used car, especially one in that [redacted], mileage and age range.

Complaint: [redacted]I am rejecting this response because: Incomplete, trying to make me forget so the case closes in 5 days, questionable response if they knew that.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/26) */
We apologize for any perception of poor service, poor recommendations or miscommunication from our dealership and are willing to act in good faith to restore her confidence in us.
If the vehicle is still drive-able and in essentially the same...

mechanical condition it was in at its last service visit to Toyota Marin, we will purchase it for $1500. If not, then we will have to re-appraise the car and discuss its current value.
Please have her email [redacted]@toyotamarin.com) confirming the above and if it does meet those conditions then we will mail her a check to an address she provides in the email.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased to finally get an acknowledgement and response from Toyota Marin. It is unfortunate that it took a complaint to the Revdex.com to get them to respond. I have been out of town but will contact [redacted] today.
Revdex.com - Thank you for your help.

When the customer’s 2013 Sienna was inspected for Toyota Certification in late April, the battery passed inspection and therefore was not replaced.
The Toyota Certified Used Vehicle (TCUV) comprehensive warranty is good for 12 months or 12,000 miles from date of purchase, whichever comes...

first, and states:
12 month/12,000-mile Limited Comprehensive Warranty
Coverage begins from date of Toyota Certified Used Vehicle purchase
Provides our highest level of coverage available
Covers any repair or replacement of components which fail under normal use due to a defect in materials or workmanship
It's transferable at no cost, for added resale value
Additionally, there are other important coverages that apply:
7 year/100,000-mile Limited Powertrain Warranty
Coverage begins from the original date of first use when it was sold as new
Covers major engine, transmission components and all internally lubricated parts
Offers Travel Protection that includes lodging reimbursement when more than 150 miles from home
Provides Substitute Transportation reimbursement while the Toyota Certified Used Vehicle is undergoing repair
It's transferable at no cost, for added resale value
1 year of Roadside Assistance
Coverage begins from date of Toyota Certified Used Vehicle purchase
Covers most services, including flat tires, lockout service, jump starts, towing and fuel delivery
Reimbursement for towing to the nearest Toyota dealership
Toll-free call for service, 24 hours a day, 365 days a year
Unfortunately, a battery failure is not covered.