Stephen Automall Centre

Mr. [redacted] has been removed from all communications including [redacted].

As a goodwill gesture, I offered to give [redacted] a significantly better deal than what the competitive dealer offered her on a new [redacted]. Unfortunately, the amount she wanted for her trade was too high, therefore, we could not sell her a new [redacted]. Victor...

B[redacted]General Manager

Customer is bringing vehicle in on Tuesday, November 21 and will be evaluated by Toyota Service Manager, Brian B[redacted].   We will follow up after the vehicle is examined.

Review: Went to buy a new vehicle and was told the vehicle had options that it did not have in order to sell the vehicle. When we went back to the dealership to let them know they apologized that their sales manager miss spoke. Told us that the manager was no longer with them then told us tough luck you already bought the vehicle.Desired Settlement: I want the issue fixed or I want the total amount refunded song can buy the right vehicle from another dealership.

Business

Response:

Customer has been made a goodwill offer and is completely satisfied as of this writing.

Review: I purchased a used vehicle from Stephens Automall in Dec 2012. The car had 40,000 on it when I bought it so I was talked into purchasing an extended warranty. Stephens told me if I had a problem with the car I could go back to the service dept and pay no deductible or take it somewhere else for a $100 deductible .I thought it was a good idea because it was a used vehicle. The warranty is good until 75,000 or 4 years. I am currently at 69,400. I already had problems with it that Stephens could not fix and I had to take it to a [redacted] dealer and pay the deductible. I have spent approx. $500 since October 2014. Now I am told every time something is wrong that I have to go elsewhere for repairs. Why sell vehicles that you cannot fix?? Why sell me a warranty that is ultimately no good to me?? I will never purchase another vehicle from Stephens. I think their service is terrible. The sad thing is --is that this was not the 1st car we purchased from them. I was a repeat customer. No one wants to talk to me at Stephens and I cannot locate the business managers name on their website to complain to him/her.Desired Settlement: I either want my money back for the warranty I purchased or I want Stephens to pay my deductible for repairs until the warranty is scheduled to run out.

Business

Response:

Customer has accepted a goodwill check in the amount of $500 and is satisfied. This complaint is now closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Please see letter to [redacted] AutoMall below after our repair person spoke to them and we contacted the via phone. They did not respond to the certified letter at all. We even offered to bring in the parts after our mechanic sent them photos for proof of their unsatisfactory job. We phoned [redacted] directly and they stated and confimed that the shield is in place to protect against debris and rodents and should never be cut. We are very unsatisfied with [redacted] AutoMall as if the shield was cut when they originally replaced the timing belt and their mechanics are top of the line as they say, why would they have not told us that they discovered this. Our mechanic also stated that screws were loose and missing (which he took photos of and sent to [redacted] AutoMall as well as spoke to [redacted] AutoMall on the phone.

I will send a copy of the letter as well.

Consumer

Response:

I wanted to send you a copy of the letter that was sent via Certified Mail to [redacted]. We never received a response from them.Thank you,

Review: I signed a contract for a specific vehicle. The vehicle was located at another dealership was sold before they could get me that vehicle.

The contract had the vehicle Identification number on it along with the year, color etc. I was told that vehicle was sold, but they could get me another vehicle that is the same except it is gray, not black as was stated on the contract. I payed a $2,000.00 down payment on said vehicle. I then told them that I no longer want a vehicle from them and now they refuse to refund me my $2000.00Desired Settlement: I only want my refund of $2000.00 back..no sale was made. I tried to go to the dealership and speak to the general manager and he flat out told me that he would not refund my money..I told him that I can't beleive they would do business that was..he then said to take him to small claims court

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

CUSTOMER WAS ISSUED A CREDIT ON FRIDAY, MAY 10, 2013

Review: I purchased a 2007 [redacted] S40 from Stephen AutoMall on May 9, 2015. The next morning, May 10, the check engine light came on. I called Henri, the salesman who sold me the car and let him know. He advised that I bring the car in to the service department on May 15. The check engine light ended up going off on May 13 so I did not bring the car to the service department. The check engine light went on again on May 19. I went to [redacted] and used the code reader on my vehicle which pulled up codes P043E and P2402. I advised Henri of this and we scheduled my car to be looked at on May 22. When I brought my car in on May 22, they stated they would order a new gas cap. I came back to the service department in a few days when the gas cap came in but it was not the correct one for my vehicle. On June 1, Henri contacted me to let me know that the correct gas cap had come in. I brought my vehicle the same day and the new cap was put on. Within 100 miles of driving, the check engine light went off. On June 10, I when I started the vehicle, the trunk just popped open. I went and closed it and it popped open again. When I opened the trunk, I could hear the latch mechanism repeatedly clicking. I finally was able to get the trunk to stay shut. I drove home and when I went to open the trunk, it would not open. On June 12, I noticed the floor behind the passenger seat completely saturated with water. When I turned my air conditioning on, I realized there was water coming out of the vent underneath the passenger seat. I called Henri and advised him of the two issues. He stated I could bring the car in June 19. After I dropped off the car, Henri called and stated the sunroof drain was clogged so they cleaned it out so the vent would no longer leak water. This was done at no cost to me. He stated the trunk latch was malfunctioning and would have to be replaced which would be at my cost. I agreed to pay for the trunk latch because they stated it was not due to the water issue. When I picked up the vehicle, I turned on the air conditioning and there was still water spraying out of the vent underneath the passenger seat. I pointed this out to Henri who brought the car back in to the service bay. Since I needed to get to work, I had them keep the car to look at further and the person who drove me to pick up the car drove me to work. On June 20, Henri contacted me and stated "they found the problem again and didn't have time to fix it last night. If you want to pick it up and bring it back Monday or Tuesday that would be fine" and "Your latch should be in this week". I stated I would pick it up that day (June 20) and bring it back when the latch was in so that both issues could be resolved on one day. I brought the car back on July 1 and was told the ac problem was fixed but the trunk latch part had not come in yet. On July 2, Henri advised me that the trunk latch they ordered was not fixing the problem and I would have to bring the car to a [redacted] dealership for diagnosis which would be free. When I picked up the car, the a/c was still spraying water and I could hear water sloshing around underneath the seat. When I told Henri this he stated "if the diagnostic is free ask them to diagnose the a/c problem. Our techs thought they took care of it so this will give them a better understanding of what the real issue is" and to bring the car back to Stevens on July 7. I brought the car to [redacted] in [redacted], CT which was $135 just to diagnose the trunk issue so I did not have them diagnose the a/c. After bringing the car back to Stevens on July 7, it seemed they finally resolved the water spraying out of the vent but I continued to smell dampness in my vehicle. When the weather got cold enough that I needed to use the heat in my car, water started coming out of the same vent underneath the passenger seat. I contacted Henri on Oct 31 and he stated he would have to talk to his boss, Jose. Henri contacted me on November 3 that it would not be free of charge for them to fix the water issue and recommended I bring the car to a [redacted] dealership.Desired Settlement: I want the leaking/spraying issue fixed properly so there is not water coming out of the vent underneath the passenger seat and soaking the floor. I believe they should take responsibility of this issue since it has been an problem since I bought the car and their service department has displayed incompetency on several occasions from the beginning.

Business

Response:

[redacted] inspected the [redacted] in question and in turn sent vehicle to Stephen [redacted] Body Shop for further diagnosis. After removing right front fender and doing a water test, it was concluded that the windshield was not sealed properly. Stephen [redacted] Body Shop contracted [redacted] to remove and reseal windshield. As a precaution we resealed all body seams in that general area. Reassembled front fender, water tested and no water coming in at this time. There is no charge to the customer for this service.

Review: I have been getting unsolicited automated calls and text messages from Stephen Auto Mall for several months asking me to come in for service. There is usually a pre-recorded message. I never purchased a vehicle from Stephen Auto Mall or had one serviced there and I haven't even lived in CT for over 3 years. I called Stephen Auto Mall to express my displeasure with these communications and ask for them to stop but I am still getting them.Desired Settlement: I would like to be removed from all Stephen Auto Mall phone lists.

Business

Response:

Mr. [redacted] has been removed from all communications including [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: During an oil change my battery was taken and replaced with an old battery and during a tire rotation my tire was stolen. I have confirmed this with my mechanic who can provide the documentation.

Product_Or_Service: Toyota Rav4

Desired Settlement: DesiredSettlementID: Refund

Replacement cost of battery and tire.

Business

Response:

Business Response /* (1000, 8, 2013/04/11) */

Contact Name and Title: [redacted] Svc.mgr

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@ctautomall.com

Please accept my apology for the delayed response due to the difficulty to find these old files. Our records indicate an oil and filter change with tire pressure reset on 10/6/2010 was performed. Wheels would not have been removed on 10/6/2010 nor is there any indication they were. This service was completed in less than 30 minutes.

On 9/17/2007 an oil and filter change with tire rotation was performed. Never was the dealership notified that a battery and a tire were changed out. There may be an explanation that another repair center after the 10/6/2010 did change out a tire and battery but not [redacted] Toyota.

Customer satisfaction is paramount at [redacted] Toyota and the entire dealership. As a goodwill gesture [redacted] Toyota will replace the battery with a new one and allow a 50% discount on a tire if these items are needed, plus 15% off services on the vehicle from today thru May 31, 2014. The 15% discount is not to be combined with service discounted specials.

Sincerely,

Toyota Service Manager

Consumer Response /* (3000, 11, 2013/04/22) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

My battery was taken by them and replaced with an old battery. My mechanic can verify this. They have offered a new battery, however, I got stranded at the grocery store with a dead battery and had to buy a new one at the time at the cost of $125.49 (I have the receipt). So, obviously, a new battery is moot, I want the money I spent replacing it. As far as the tire goes, I brought the vehicle in MANY time for them to remedy the tire issue but all they did was push the reset button. I wasted a tremendous amount of time and gas driving to and from for them to do nothing other than pushing reset. I can do that myself, it doesn't solve the problem. I complained multiple time to no avail so I gave up. I want them to pay entirely for a new tire.