Steven Toyota Scion

Review: I went it to steven Toyota to trade in my car for a vehicle to finance and was tricked into leaseing a vehicle me and my boyfriend were under the impression that we were financing nothing was said about a lease we signed documents in the computer and none of the pages we were told about said lease and on our contract after everything was sign had lease on it. I have contacted Toyota financial who our car is leased threw. Toyota financial said that refinancing was definitely an option and I would need to contact the dealership to do that. On the following day I contacted the dealership and asked about re financing and was told that they couldn't personally refinance that they could do a trade in for me to refinance the vehicle I drove a hour up there and talked to the same person who told me I had that option just to be there 30mins and be told that there was nothing they could do. I then called there corporate office who sent my complaint to the customer relations manger she called and said that there was nothing that she could do and I needed to talk to the sales manager so she transferred me to him. I left a message for him and one of his accociates called me and said yes I had a option to refinance. But then was told by the same guy I talked to the day before said once again I could not. I called there corporate office back and they said that there was was nothing they could do anymore and to contact yall.Desired Settlement: I would like to have my vehicle refinanced or trade in to be refinanced

Business

Response:

My name is [redacted] and I am the General Manager of Steven TOYOTA in [redacted] We appreciate your business and thank you for leasing a new TOYOTA from us and TOYOTA Financial Services. Just because you do not understand or are not happy with your leased TOYOTA does not mean that you were "tricked" in anyway! The smartest way to pay for a new TOYOTA is to lease it. Over the course of many hours, much discussion, documentation and paperwork regarding your lease took place at Steven TOYOTA on July 23, 2015. During the time that you spent in our finance department many forms that had the word "lease" were presented, discussed and signed by you. Steven TOYOTA does not participate in any form of refinancing of automobiles. We strictly create new purchases and leases. You are more than welcome to refinance your vehicles with your own bank of your choice. Steven TOYOTA would love to assist you with a trade in or we will buy back your vehicle. However we will not refinance one. Please feel free to call me at ###-###-#### or email me at [redacted].Thank You,[redacted]

Review: Purchased a new car. Was not informed of an add on cost for a part of the radio system. Then when I called about it and complained they offered me an even higher price that what was listed on the website. The omission of the addition is a deceptive sales practice. I was not given an opportunity to negotiate or make an informed consumer decision.Desired Settlement: I want the GPS portion of the radio installed.

Business

Response:

Steven Toyota Scion appreciates doing business with [redacted]! Mr. [redacted] purchased a 2014 Scion FRS on January 9, 2014 from a sales person that is no longer employed at Steven Toyota Scion. All Scion vehicles come with the opportunity to personalize, modify or customize the vehicle in an array of options that are approved by Toyota & Scion. Steven Toyota Scion and the manufacture have agreed to a pure price buying and selling system. Pure price is defined as follows- "Scion Pure Price means the price you see in the dealership, on the dealership's website, or the dealer advertising locations is the price you pay. This applies to the vehicle, accessories, finance rates and insurance products. With Scion Pure Price, you know the price you will pay and you don't have to spend your time negotiaing." We have chosen to use Scion Pure Price because our customers told us they want a shorter, simpler process with less pressure - and we listened. With Scion Pure Price, you don't have to negotiate price - or wait for someone to "crunch the numbers." Being that this plan was explained to Mr. [redacted] at the time of purchase Steven Toyota Scion is not willing to provide for free any accessory, however if interested Mr. [redacted] is more than welcome to purchase the exact system he wants at the following price. The part numbers are Pt296-00140 and PT591-00140 with a price of $1085.00 & $20.00 respectively plus tax of $58.57 which equals $1163.57 plus 2 hours of labor $180 ($90 per hour) for a grand total of $1343.57. My name is Ryan Sodikoff and I am the general manager and co owner of Steven Toyota Scion, I am more than happy to help in any way that I can so please do not hesitate to reach out by phone at ###-###-#### or by email Thank You.

REGARDS

RYAN SODIKOFF

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was not informed of the add on at the time of purchase. Had I been notified I would have made arrangements to have it included in the price, or chosen another vehicle/dealer. Pure price was only discussed in regards to the price of the vehicle, not the add on. Full disclosure was not given.

Regards,

Review: email below was sent July 31 with no response to date. email was sent in response to an unethical situation encountered at the service area of Steven Toyota upon bringing my Camry in for a recall. Copy of email below Mrs. [redacted], I'm writing this email after trying to decide what to do following a very disappointing experience with the Steven Toyota service department, specifically [redacted]. In summary, I've lived in Harrisonburg since 1998 and I had my Toyota Camry serviced for the first time by Steven Toyota this past Tuesday, the 30th, for a recall. I asked the service department to also check into the tire pressure monitoring system as the dashboard was lit up with a malfunction that the owners manual recommended an Authorized Dealer should fix. As the local Toyota dealer I decided to seek your recommendation and assistance. I received a call from [redacted] late morning on Tuesday to inform me that while they were inspecting the car they noticed that the water pump was leaking badly, that I barely had any fluid left in the radiator, and that I needed to also fix my oil pan seal. He stated that these issues were a big deal and made it sound like the car was dangerous to drive off the lot. However, for $800+ these issues would be remedied upon my approval. I was surprised at this news since the Friday prior I had my long time mechanic change the oil and give the car a look over. [redacted] said the water pump had "made a mess all over the place" and when I asked how it could have been missed the past Friday he stated that perhaps my guy "had just changed the oil and not paid attention." I then asked why I wouldn't have noticed puddles in my garage and [redacted] stated that I may not have noticed it since it "only spurts when the car is running." I'm not a handy person, but this explanation didn't add up. I agreed to having the recall remedied and the tire monitor system repaired for a total cost of approximately $175. I decided to consult my regular mechanic on the other repairs. Subsequently, my mechanic offered to pick up the car from the Steven Toyota shop to determine his recommendation for service since he agreed it could be dangerous to operate the vehicle in such a condition. Much to my surprise my water pump is not busted and the oil pan is fully functional, although there was "some moisture that had collected dust." I've been driving the car around since yesterday afternoon with no issues. I like to give folks benefit of the doubt, but this situation has really rubbed me the wrong way. What if you were asked to pay $800+ for repairs for something you needed help with like your car, roof, house foundation, A/C system, or computer system...something you had to have to operate...only to learn that the repairs were not needed? How would you feel? What would you do? Personally, I got mad. I didn't want to be unreasonable, so I decided to give it a day to cool off. The longer I thought about it the more mad I got. I find this misrepresentation of facts disappointing, and at a minimum highly unethical, if not potentially illegal. I decided to contact you, as the COO, first to give you an opportunity to review and investigate the situation. As someone who has 23 years in the car business I am guessing you have grown to love your customers and your business. That being said, my assumption is that you're as disappointed and surprised by my experience as I am. I look forward to your response. I can also be reached at xxx-xxxx if a phone conversation would be more convenient. Respectfully,Desired Settlement: I have not replaced the water pump nor have I replaced the oil pan, however, nearly a month later I'm still driving the car in question around without incident. I want an explanation for the lie I was presented with by an employee of Steven Toyota and the subsequent inaction by senior management in response to my email. I feel as if this Authorized Toyota Dealership is using their status with Toyota to take advantage of those of us that are required to have a recall remedied by an Authorized Dealer. In my opinion this dealer has acted unethically and should be held accountable. Since I sent the original email message I've receive a "robo call" asking for my opinion on the service with which I said I was dissatisfied. Yesterday, August 21st, I received a letter stating that my car had recently been serviced and that because of the model and condition it was in Steven Toyota wanted to buy my car outright. Obviously something is missing in this equation. At a minimum I want the Revdex.com to list this situation on their review of Steven Toyota to alert other consumers, and I will expect a written explanation concerning the situation including an apology from management.

Business

Response:

August 26, 2013 [redacted] RE: ID#[redacted] Dear Ms. [redacted]: Thank you for the opportunity to respond to Mr. [redacted]’s concerns. I would first like to apologize to Mr. [redacted] for not responding to his email. It simply was buried among the hundreds of emails that I had received while on vacation at the end of July. As soon as I received the Revdex.com complaint and I searched on his name the email was retrieved. It was unread and an unfortunate oversight on my part. Mr. [redacted]’s concerns about needless repair work being recommended by [redacted] are speculative. The repairs recommended by [redacted] were the result of a multipoint inspection completed by the service technician performing the warranty work on Mr. [redacted]’s vehicle. In talking with our service manager about this situation he expressed that these diagnoses can be subjective depending on the severity of the leaks. In other words, one tech may feel a repair is warranted and another may feel that it is not yet necessary. Having been in the employ of this dealership for twenty-three years I am certain that is the situation here. We have hundreds of repeat customers that are pleased with the thoroughness of our inspections that assist them in maintaining their Toyota’s in top condition. Again thank you for the opportunity to respond to Mr. [redacted]’s concerns. Sincerely, [redacted] COO

Review: I purchased a 2010 Toyota Tacoma pickup truck from Steven Toyota on March 5 2014.I want to first say that I have credit issues which is why I chose this dealership. During the sale process I was told I required to purchase GAP insurance in order to complete the sale. After talking with a friend who happens to be a lawyer says this is false and is optional. I then spoke with [redacted] in the finance dept to have this corrected.[redacted] was understanding to this fact and said he would get it corrected ASAP. I then get a return call from [redacted] who was not so polite and understanding.[redacted] says because of my credit history he made an assumption that I was a "great" canidate for this gap insurance. I hold a CdL and have over 18 years of experience with no accidents hold many awards from the ATA and yet I have to buy insurance I already have on my policy. Today mar 20 I leave my mobile phone in the very truck I purchased off there lot and [redacted] excessively and in a harrassing manner calls my in laws my work place my parents house and my church. These are numbers I provided for references only.[redacted] called my workplace and was rude to my boss saying first that he needed to verify my employment which is obtuse because the salesman went with me to my workplace to get a pay stub from my office. [redacted] rang the phone at my parents house which upset my father. The phone call to my workplace raised suspicion on why the dealership was calling there. I feel that [redacted]'s action caused a poor reflection on me in my workplace. I feel like [redacted] acted as if I was a fugitive because he could not get In touch with me When he wanted. And I feel like because I have credit issues [redacted] took advantage and saw me as a threat and a second rate customer. I feel as if Steven Toyota bullied me over a w2 and because I have bad credit they have somebody to kick around .Desired Settlement: I no longer want the Toyota I purchased on mar 5 2014 I want to return it so I can buy a car From a dealership that will treat me like a valued customer not a criminal

Business

Response:

The attempt for Steven Toyota to conduct business with Mr. [redacted] was met with the full intent to provide reliable means of transportation and exceptional customer service. Mr. [redacted] claims that he was bullied and treated like a criminal due to his credit worthiness, this is nothing more than a misunderstanding on his behalf! Despite Mr. [redacted] being aggressive and offensive to numerous employees, Steven Toyota was able to provide the means to purchase a vehicle in a very polite and business oriented environment; however, it was Mr. [redacted]'s lack of respect for others and an inability to comply with simple and common requests that prevented him from owning the vehicle of his choice. Steven Toyota looks forward to helping Mr. [redacted] and his family again in the future.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.These assumptions are completely false I provided all the information that was asked of me on the date of purchase. Which was only a paystub which I was told was fine. This business was rude harassing and bulling towards me in a discriminatory manner just because I have credit issues. The assumption was made that I did not have enough income to afford the truck by [redacted] and [redacted] Bank. Both parties made me out to be lying as if I were not employed at all. I was treated very badly by Steven Toyota,[redacted] and the bank. I provided my change of telephone number to [redacted] it's not my fault it was not documented right. It was an accident that I left my mobile in my car the day that the dealership contacted me so I'm not allowed to make a mistake. They called my mobile once left one message and then called people I gave only for references not to bully. I really feel as if I have been discriminated against simply because of my credit past Regards,[redacted]

Review: We purchased a vehicle from Steven Toyota on November 8th 2015. We told the salesperson what we could afford & the salesperson kept coming up with payments that were too high. We finally agreed on the payment amount because we really liked the car. We were told that the vehicle came with a warranty which we expected it to since it was only a year old. When we signed the paperwork which was late on Saturday (when the store was already closed) they quickly had us signing various papers & evening mentioning we had gap insurance. We thought great. After we got home the next day my wife looked through the paperwork & saw that we had been charged $1895.00 for an extended warranty & $895.00 for gap insurance. WOW!!! We never were offered any of these products in fact we had even said we couldn't afford an extra warranty so how could this end up on our bill? We went down there on November 11th to immediately have these products removed. We wrote a letter & had them sign it that we wanted these products removed affective immediately. We also wrote that we did not want to pay taxes or interest on these products. One of the managers ([redacted]) called us & wasted almost an hour of my wife's time trying to explain why we needed these warranties. We did not want them or need them. We have gap insurance through our carrier. Later he called me & wasted my time trying to sell it to me. He was rude to both of us & continually defended the salesperson. The gap insurance was finally removed on December 16th but the extended warranty was not removed until February 13th! (3 months later) What made it worse was that as far as we know we were charged taxes on these products & paid interest for 3 months on the extended warranty. We also paid a $50.00 processing fee to Toyota Financing for adjusting our bill for these charges that we never agreed to begin with. When my wife called Toyota Financing & the warranty department they kept sending me back to Steven Toyota. They said they are the only one that can do anything aboutDesired Settlement: I would to receive $250.00 to cover the taxes, $50.00 processing fee, and interest that I paid on this product. I would also like to have refunded the $298.00 processing fee that I paid for since I have wasted so much of my time because of Steven Toyota"s dishonest business practices

Business

Response:

My name is [redacted] and I am the General Manager of Steven Toyota. My career began in the finance department of Steven Toyota September 1 2001, I departed the finance department in April 2012. Prior to my departure I selected [redacted] to fulfill my position in the finance department. I selected Mr [redacted] due to him showing the skills and abilities to care for my customers the exact same way I had for many years. I am very surprised to hear these allegations from [redacted]. Based on my experience in the finance department I understand that a lot of paper work and forms as well as many different topics are discussed. Thankfully we have many checks and balances in play to insure our customers are very well accommodated on all levels of compliance and accuracy. An unfortunate fact is that just because a customer does not understand what is going on does not mean that anything wrong or incorrect or illegal has taken place! This exactly is the case with this concern. [redacted] has/had signed all documentation that showed he has agreed and understood EVERYTHING that took place on 11.8.14 at Steven Toyota. Yes the Prius came with the remaining factory warranty of what is left of the 5 year 60000 mile powertrain plan (only engine, transmission, axle) The Prius was certified meaning Toyota had extended the powertrain coverage to a total of 7 years or 100000 miles which ever came first. At the time of delivery [redacted] chose to implement the platinum certified wrap around plan that will then cover the vehicle from a COMPREHENSIVE angle of parts and labor for what is left of the 7 years or 100000 miles. [redacted] also confirmed the loan to be protected by GAP as identified on the "transaction summary" form showing a monthly payment of $384.21 for 75 months at a 9.14% apr, this form is dated and time stamped and signed by [redacted] signed and agreed to the vehicle service agreement application as well as the GAP agreement and again on the VA LAW contract where we were able to lower his payment slightly to $384.19.These insurance products are choice based options. Since [redacted] selected these items at first and then had a change of mind, the only option is to cancel the products as [redacted] requested. Yes Toyota charges a $50 cancelation fee (not Steven Toyota) neither Toyota or Steven Toyota are willing to refund any taxes paid or any processing fees collected. In summary I am sorry [redacted] does not see the value of protection and insurance but that is ok as everyone has a choice!

Review: I purchased a certified used vehicle (2007 Toyota Tacoma) from steven Toyota. Ryan Sodikof (now the General Manager) ended up doing the final stages of the sale. I expressed concerns over some deep scratches and a dent on the hood of the truck. Ryan told me that they had a great touch up guy that would touch up the scratches as to where they would never be noticed and the ding would be removed. after we finally found a date for the repairs that was acceptable to both parties, I took the truck in. the touch up contractor did a great job of removing the dent. HOWEVER, the scratches were NOT repaired and the gentleman wrote on the work order that the scratches were too deep for touch up and repainting was recommended. After speaking with Ryan, he told me to bring the truck back again and he would insist that he touch up the paint. I brought the truck back again and he did attempt to do the work The work was VERY unprofessional looking as if someone had used fingernail polish. Also, about the same time, Toyota issued a recall due to the accelerator pedal possibly sticking on the floor mat causing unintended acceleration. The pedal was to be ground down on the sharp corners thereby forming a smooth radius. Furthermore, the carpeting was to be cleaned and shampooed. It wasn't. Upon leaving the dealership, I went to another Toyota dealer and spoke with the Service Manager. He came out and inspected my vehicle. As far as the safety recall work, he stated that the pedal had been corrected but none of the carpet cleaning had been done (this was obvious). He went back inside and got on his computer and told me that Steven Toyota HAD CHARGED Toyota for the repair AND the carpet cleaning. They had charged Toyota for a service due to me and never even started the service. As for the scratches, the service manager that I took it to for review told me, "you can do whatever you prefer to do but i'll be damned if I'd accept that." He recommended that I try to work it out with Steven Toyota and if that didn't work, take them to court. I have all of my paperwork and have considered legal action. The problem is that I am on disability and have a limited income and they know it. I think that they take advantage of disabled people seeming to think that they can't do anything about it. Also, I discovered that my truck had been involved in several accidents of which I was not told about. it has body damage that is still clearly visible from various viewpoints. How can a dealer sell a vehicle as a certified used vehicle that has been in several accidents and still has body damage.Desired Settlement: I want my hood repair done properly and I would like for the other body damage to be repaired.

Business

Response:

I have personally done everything I can to address Mr. [redacted]’s concerns. My name is Ryan Sodikoff and I am the general manager of my families business, Steven Toyota. I now feel after dealing with this situation for close to 3 years that an acceptable solution to Mr. [redacted]’s concerns does not exist. [redacted] is wrong if he feels that I or any employee of Steven Toyota has taken advantage of him. I can proudly say that Steven Toyota does NOT discriminate period. Steven Toyota did handle the Toyota recall of the pedal based on the Toyota standard, I am sorry that Mr. [redacted] did not understand all of the components of the recall yet rest assured Steven Toyota is equally motivated to address any issue that Toyota created. Mr. [redacted] has even personally brought in customers to Steven Toyota within the last year of which we did sell and service their vehicles and again we thank him for his nice referrals. My final stance is that I will not agree to Mr. [redacted]’s desired settlement. At any time in the future I welcome Mr. [redacted] and his family and friends to do business with Steven Super Motors.

Consumer

Response:

First, let me state that I have not had the truck for 2 years yet, much less 3. As far as me bringing other customers in, yes. After SEVERAL conversations with the staff at Steven Toyota, I did sign the papers for my mother to get a 2003 RAV4. This was AFTER a conversation with Mr. Sodikof. Ryan and I was having a discussion about the scratches on my hood. He told me, "I realize that we have an ongoing issue with the paint on your truck and we want to make it right". " I tell you what I'm going to do. You bring your truck back in and we will have the touch-up guy do it again. Also, when it comes time to trade it in on a new one, we will evaluate it as if the scratches were never there. Because we have been through so much involving this truck, I will do something else for you. IF your Mother buys a vehicle from us, have the salesman give her the best possible price that he can. After you get that price, have the salesman come to me and I will sweeten the deal for her to show we do care." I had been working out of town so when I got home, my mother told me that she had found a vehicle that she liked at Steven Toyota. On July 4, 2012, we went to the dealership to possibly purchase the vehicle. Since it was a holiday, Ryan and his family were having lunch at the dealership. I told the salesman that he needed to go speak with Ryan because Ryan had told me that he would "sweeten the deal" more than the sales staff could. The salesman left the sales floor and returned 10-15 minutes later. He told me that Ryan had lowered the price and "thrown in" free oil changes for a year and unlimited carwashes I signed the papers papers and we left the lot with the rav4. When I got home, I got on the internet to see exactly how much the deal had been "sweetened". I found out that the final price was EXACTLY what was listed as the selling price listed online. The price reduction was ZERO. Upon further talks with members of staff, I found out that EVERY used car sold gets free oil changes for a year and unlimited carwashes. My total "sweetening the deal" amounted to ZERO. Furthermore, after getting home and looking at all of the paperwork, I find out that the paperwork had been completed PRIOR to the date If Ryan can explain to me how a savings of ZERO was sweetening the deal AND let his touch-up man make a more dedicated attempt to fix the scratches, PERHAPS we can do business in the future. It will take a lot of persuading however.

Review: I am contacting you about a vehicle I purchased May 18,2013 at Steven Toyota, I paid $3250.00 for a 1997 Dodge Neon, it had 76827 miles when I purchased the car, and had been inspected 4 day's before I bought the car. A week or so after I got the car the air bag light came on and wouldn't go off, so I called the dealership about it because I was afraid the air bags would come out while I was driving, I talked to the salesman who sold me the car [redacted], he said not to pay attention about the light and the air bag won't come out. Then on 9-19-2013 I took the car in for an oil change and told them the reverse lights didn't work, so they replaced the Nuetral Safety Switch which cost me $25.00. On 9-20-2013 I took the car back in because the speed odometer would register then quit then work and quit again, they said the instrument cluster was bad and would cost $500.00 well I found a new one for $48.00 and a friend installed it for me no charge.On 12-11-2013 I took it back in because water was leaking in the boot and running in the rear floor boards, they said it was the door seal's bad, I forgot what they said it would cost, I brought this attention to [redacted] who was the owner, also I had to have the front brake's and rotors turned and rear wheel cylinder's replaced at [redacted] and this cost me $300.00, I showed the brakes and wheel cylinders to [redacted] I told him the car should have never passed inspection and I trust [redacted] because they know I am on a fixed income and if I didn't need this work done they wouldn't have done it.On 5-29-2014 I took the car in for the last oil change and wanted to get it inspected because it was due, well the service man [redacted] called me out and said they had to reject my car because the transmission mount was broke, and I told them about my car was leaking oil when I took it in, well they said the axle seals were leaking and the valve cover gasket was leaking, they quoted me a price to replace the transmission mount was $140.00 and to fix theDesired Settlement: transmission seals was $535.00 to fix the valve cover gasket $145.00. Well I got the transmission mount fixed for $42.12 and took it back in this past Monday and it passed inspection, but on the way down there the air bag light came on again, sometimes it would go off then come on and stay on for a while. Today 6-5-2014 I have it in another shop to have the axle seals put in and will cost me $175.00 and the man is going to check the air bag light. I have got 10,000 on the car since I got it.

Business

Response:

We thank you for giving us the opportunity to reply to the concerns of Ms. [redacted]. The opinion

of the independent shop about the condition of a vehicle a year earlier is all speculation on their part,

We employ very qualified technician that are well aware of the stringent requirements of the Virginia

State Police for vehicle inspections.

Although we understand her frustration with the repairs necessary on her vehicle, we also must

point out that the vehicle was fifteen years old when purchased and it can be expected that repairs are

going to be necessary and often frequent, in such an older vehicle. If Ms. [redacted] would like to have the

repairs done in our shop, we will offer a 15% discount on parts and labor. We are not able to offer any

assistance on repairs made outside of our facility.

Sincerely,

General Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am contacting you about a car I purchased 5-18-2013 from Steven Toyota

in Harrisonburg, Va. I bought a 1997 Dodge Neon from this dealership, I paid $

3,250.00 for this car, it had 76827 miles, the salesman was [redacted] who is no

longer there, I bought this car as ls but I had no idea it had all these problem's, first of

all it was inspected 4 day's before I bought this car. A week or so after I got this car the

air bag light came on and stayed, so I called Mr. [redacted] bacause l was afraid the air

bags would come out while I was driving, he said not to worry about the light and the air

bags won't come out, well with this light coming on the car should have never passed

state inspection it should have been fixed.

On 9-19-2013 I took the car in for an oil change and told them I had no backup light's, I

don't know how long they didn't work but the dealership charged me $25.00 for a

nuetral safety switch. Then on 9-20-2013 I took the car back to the dealership because

the speed odometer would fluxuate while driving, it would register then drop to zero up

and down, the car had 80514 miles, they told me the instrument cluster was bad and

would cost $500.00 well I found a new one for $48.00 and a friend installed it for me no

charge, my friend knows l'm on a fixed income of $740.00 a month and I have very little

to live off on after I pay my bill's, money don't go very far these day's.

Sometime around December I noticed a noise when I applied the brakes so l took the

car to [redacted] Tire to have checked, I trust these guys they worked on my previous

cars and know l'm on a fixed income, well they said the front brakes were shot, the

rotors needed replaced and the wheel cylinders were starting to leak and it wasn't safe

to drive, so they fixed ¡t and it cost me $342.16 which they let me charge and make

payments, which l'm still paying on.

On 12-11-2013 went back to the dealership because water was coming in the boot

running in the rear floor boards, this time I talked to [redacted] the owner and showed him the

water, he said we can't have this, so they dried out the carpet in the rear floor boards

and ran the car thru the car wash to see where the water was coming from, well they

said the door seal's were bad and needed replaced, I don't remember what it would

cost, they tried to order them but were no longer avaliable, I took the car to a body shop

about this and to see if they could get them for me, the man came out and checked

them and said theres nothing wrong with the door seal's or trunk seal its all coming

from the rear tail light len's and going into the boot to the rear floor boards, he said to

put some sealer around them and this will fix the problem which it did, the car had

82460 miles.

On 1-17-2014 I took the car in for the second oil change, mileage on the car was

83503.

On 5-29-2014 I took the car in for the last oil change and state inspection, and I noticed

an oil leak coming from somewhere, the car had 86820 miles, well the service manager

[redacted] called me back and said my car failed state inspection because of a

broken transmission mount, so they put a rejection sticker on, he said it would cost

$140.00 to replace, and the axle seal's were leaking transmission fluid and would cost

$535.00 to fix and the valve cover was leaking oil and would cost $145.00 to fix, A

friend of mine was with me he told Mr. [redacted] no way in [redacted] that transmission mount

broke in a years time it had to been broke when you put a sticker on the car last year

and it passed, my friend was pretty upset, Mr. [redacted] said oh yes it can happen because

it was mechanical, my friend said that was [redacted] When I went to sign a paper to

release the car my friend had a hat that the dealership gave him he took it off and

tossed it at Mr. [redacted] and said keep your hat he wasn't going to advertise for them. At

no time Mr. [redacted] said Mrs.[redacted] you better let us put ¡n some transmission fluid in your

car since it was very low you don't want to bum up your transmission, maybe thats what

they wanted I don't know. So my friend told me lets go see the manager, when we got

in the car to go up there we noticed the old inspection sticker that the inspector scraped

off was in the drivers floor board. We went to the show room we thought thats where

the managers office was, a salesman came up to us and asked if he could help, my

friend said we want to see a manager about my car that was setting outside the

showroom, so this man came out with a red shirt on and said he was a manager and

asked if he could help, my friend ask him if we could talk in his office, he said he didn't

have one but we could go to one of these tables and talk, my friend told this manager

theres no way that a transmission mount broke in a years time and why did it pass

inspection last year 4 day's before I bought the car, this manager said oh yes it can

because it was mechanical, now I don't know how they call this mechanical but what I

call mechanical is a alternator, power stearing pump, master cylinder something that,

can go out all of a sudden. My friend said [redacted] and we want to talk to someone

higher up, this manager said he was as high as we could go, my friend said you're not

as high as a lawyer, boy this manager went off, he said you mention lawyer this

conversation is over and for us to get out and if another word was said he would call

the police, my friend didn't cuss or threaten him in now way, he just said you're not any

higher than a lawyer, now who this manager was we don't know, we didn't get his

name, but he had no right talking to us like that.

On 5-30-2014 I went to a wrecking yard to get a transmission mount, the man charged

me $42.12 for the mount and to put it on, it didn't take him 5 minute's and he was done,

and he gave me the old mount, that rubber in the center was shot the rubber was

almost gone, he said it was bad when I bought the car and I showed it to other people

also they said the same thing, we checked the transmission fluid and he said you better

stop and get some fluid because it was very low and a transmission wasn't cheap, I

bought 2 quart's and it took a quart and a half to fill it, this cost me $11.98.

On 6-2-2014 on the way back to the dealership to get my car inspected and get the

rejection sticker off because you only have 15 day's to fix the problem and get it

reinspected the a¡r bag light came on again and stayed on, I shored Mr. [redacted] the

paper where I had the transmission mount replaced so they took the car in and they

passed the car, they didn't say anything about the air bag light being on because they

had to notice it when they drove it back to the inspection bay or it wouldn't pass again.

Don't these dealership's go over a used car and fix the problem's before they sell them

? Why did my car pass inspection last year with all these problem's and after I bought

the carexpect me to pay for all these repair's, that car wasn't safe being on the road

when I bought it, I could have killed someone or myself.

On 6-5-2014 I took my car to [redacted] Service and Repair to have the axle

seals put in they thought it was going to cost me $175.00 and they was going to check

why the air bag light is on at no cost because they have the tool to check it, they are

thinking a sensor or module is bad but will have to be fixed before next June inspection

or it won't pass.

On 6-7-2014 went to pick up my car from [redacted], the mechanic who worked

on it said the axle seals were leaking a little but the gasket on the transmission was

leaking bad and the bolts were loose, and who ever replaced the seal didn't do it right

so he replaced the axle seals and used some form a gasket material on the seal to fix

the leak, the air bag light he said his scan tool could dectect the code but for us to take

it to a different repair shop with a different scan tool maybe his will get the code and for

us to bring it back there once they get the code and they will fix what ever the problem

is. To fix the 2 axle seals and transmission gasket and check the air bag light they

charged me$144.74 which I had to put on my credit card, I only use it just for an

emergency. My friend is going to fix the valve cover gasket for me, a new one will cost

$22.00 and won't charge me labor, he took up auto mechanic's at [redacted]

Community College back in 1986 and graduated 1988 with a diploma in auto

mechanics, there are only certain thing's he can do because you have to have the right

equipment to do it. This is the reason I got rid of my 1988 Pontiac Grand Am is because

it was costing me in repairs and seemed there was something needing repaired all the

time, I had no idea I was going to have to go thru the same with this Dodge Neon and I

only put 10,000 miles on it since I got it a year ago.

I feel the dealership should refund me $700.00 for all the problem's with the car and

the gas running back and forth there setting anywhere from 2 to 3 hours and for all the

headaches that were unessary. I really do like my car l just can't keep putting money in

it, but I think almost all the problem's are almost fixed, lord I sure hope so. I will not ever

buy another car from Steven Toyota or will let them work on it, l just don't like the way I

have been done and I will not recommend them to anyone. Thank you for your time in

this matter and I sure hope you can help me in resolving these issue's with my car.

The air bag light being on I have had checked by 2 repair shops, one shop tried 2 different

machine's and no machine would work with my care so I called a Dodge Dealership and they

said only their machine will detect the problem and this will cost $98.00 just to find the

problem then to fix the problem will cost extra depending on what the problem is. The

air bag problem has to be fixed before next June inspection or it won't pass. Please return

my paper;s when you are done with them

Review: I purchased two used vehicles from Steven Toyota in June 2014. One of the vehicles, a 2003 Volkswagen Passat has been inoperable since the beginning of September 2014. The vehicle completely stopped on the highway while in route to take my son to daycare. This could have resulted in a severe car accident. After having the vehicle towed to the nearest Volkswagen dealership to be diagnosed, I was informed that the vehicle needs a new engine with an estimated cost of $6,000. I am paying a total cost of $6,921 for the vehicle. My husband contacted the vehicle salesman prior to the car completely dying during the month of July and August about the engine light appearing on the dashboard. No action was taken on the part of the dealership. I contacted the salesman again in September when the vehicle was inoperable to inform him of the situation and my displeasure with the vehicle we were sold. He suggested that I tow the vehicle back to his dealership to be examined. I live 140 miles from the dealership and to have the vehicle towed from my location to the dealership would be an out of pocket expense of $800. My husband and I have contacted the dealership on several times to speak with the used car sales manager in which we have not received a response or returned phone call to date. What is really troubling about this situation is that at no time during our conversation about the vehicle with the salesman was it disclosed that this vehicle has major issues. It was a recommended purchase based on the vehicle being a Volkswagen. In fact, it was mentioned that the dealership had been trying to sell the vehicle for awhile but previous customers did not have adequate credit (e.g. college students). In addition, in recent conversations with other car dealers, the vehicle was assessed at only $500-$1000 which is extremely below the amount I am paying for the vehicle. My husband and I feel we were deceived and misinformed about the true state of the vehicle. We are currently still paying on a vehicle that we are unable to drive.Desired Settlement: To be released from the current finance agreement and to receive a full refund of the vehicle down payment of $2,500 and the monthly car payments made from July 2014 - present.

Business

Response:

This is the first time I have heard of any concern from this customer about the vehicle they purchased. I also wonder why the customers allowed over 5 months to pass before they decided to reach out to any person in management. The sad truth is that Steven Toyota is only able to diagnose any concern on any vehicle once said vehicle is in our service department. I have personally verified that on 6.19.14 with 148451 miles this vehicle met ALL Virginia state inspection concerns and passed without concern. I am also puzzled why these concerns are being brought to our attention even after these customers signed the following agreement. What follows is word for word on this Steven Toyota documentation."To our Valued Customer. Steven Toyota does not want you to purchase this AS IS vehicle if you are under the impression that there is any warranty on it. As soon as you take delivery of this vehicle ALL repairs will be solely your responsibility. We encourage you to take this AS IS vehicle and have it inspected at your expense by any outside source BEFORE you decide to purchase it. The source must be located within the [redacted] metropolitan area. Our intention is to be up front with you about your AS IS purchase. Please sign below that you have read and understand the conditions of your AS IS purchase. It is hereby understood by the purchaser and the seller, Steven Toyota, that the vehicle described above is sold in an AS IS condition with no warranty expressed or implied. Steven Toyota, neither assumes nor authorizes anyone to assume liability in connection with the sale of the vehicle. Purchaser hereby acknowledges receipt of a copy of this affidavit."Any further questions please do not hesitate to reach out to me directly.Thank you,[redacted]General ManagerSteven Toyota ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In the response received from the Steven Toyota General Manager, [redacted], this is not the first time we have contacted Steven Toyota regarding this matter. As stated in the initial compliant, we contacted the salesman who sold us the vehicle regarding the issues experienced. My husband and I have voicemail and text messages regarding our contact during the month of August and September with this salesman and another salesman at the dealership. After being told by the individual who sold us the vehicle that he would talk with his manager about the issue and receiving no response, my husband and I started contacting the dealership directly asking to speak with the used car sales manager. We never spoke with the used car salesman as we were always sent to voicemail in which messages were left and still no response received. Our last attempt at trying to reach an individual at the management level took place in November 2014. In response to the personal verification of the Virginia state inspection on 6/19/14, we took the vehicle into a Volkswagen dealership in [redacted] VA in August to have the oil changed because the oil light came on in the car. The oil change was completed and in discussion with the vehicle technician, he could not understand how this vehicle passed a Virginia state inspection. This was a major concern because the fact that the car passed a recent inspection was one of the factors we used in making our decision to purchase the vehicle. The following week, the car stopped on the highway. The vehicle was towed to a Volkswagen dealership in [redacted], VA by [redacted] who diagnosed and stated that the engine was dead and would require approximately $6,000 to repair. Again, we contacted the salesman who sold us the vehicle regarding all of the events that occurred up to this point. He told us that he would talk with his manager about the situation. He also suggested that we check with our insurance company to have the vehicle towed back to Steven Toyota for examination. We never received another response from the salesman or a manager regarding this situation. I contacted both my insurance company and [redacted] to see if the vehicle could be towed to Steven Toyota and I was told by both companies that (1) because the vehicle is already at a repair facility they would not tow it to another unless we paid out of pocket and (2) Steven Toyota is not considered a "local" tow to a repair facility. In researching the pricing to have the vehicle towed to [redacted] VA we received estimates of $800 (which includes the hookup fee and mileage) because we live 140 miles from the dealership. Due to our limited financial resources and the position we were placed in regarding either paying out of pocket to have the vehicle towed to Steven Toyota or having a local mechanic try to repair the vehicle, we chose to have a highly recommended independent mechanic in [redacted], VA to examine the vehicle. I paid ($100) to have the vehicle towed from the Volkswagen dealership in [redacted], VA to his shop in [redacted], VA and he again confirmed that this vehicle has major issues especially with regard to the engine. To date, we have paid $1,400 to have this vehicle repaired and it remains inoperable. We are also still making our required monthly obligation on this vehicle that we can not use. In addition, we have incurred additional commuting expenses due to our inability to use this vehicle.I have contacted the corporate offices of Toyota and I am seeking legal counsel in regards to this matter. The inconvenience, frustration, and lack of attention/response to this matter is unacceptable.If you have any further questions, do not hesitate to contact me.

Business

Response:

Please accept my sincere apologizes for a lack of communication as you have mentioned. I am always available at Steven Toyota and I encourage you to always reach out to me directly at your choice of phone at ###-###-#### or via email [redacted]. I hope that you find a very easy and swift solution to the concerns that you brought to my attention!! REGARDS [redacted]

Review: I purchased a 2006 Monte Carlo SS on May 31st 2013. The vehicle had 38,963 miles at the time of purchase and on this date (8/27/2013) the vehicle has 42,922 miles. Within the three short months I have owned the vehicle I have experienced a constant issue with the remote starter not working, the tire monitor system being faulty, the check engine light on (due to an oxygen sensor triggering the issue), and a clunking sound coming from the rear of the vehicle. I took the vehicle in to Steven Toyota and spoke with the Finance Manager about the issues and he referred to the powertrain warranty that came with the vehicle, claiming that none of these issues were covered. After discussing the short ownership period and low mileage I have put on the vehicle, he then scheduled me an appointment to have the vehicle looked at and said I would be "taken care of." The next day I took the vehicle in and the remote starter was reset and worked for one day. The repair technician was unable to find the cause of the Tire Monitor system being faulty and I was told to just "keep an eye" on it. The check engine light was apparently caused be a tear in a hose that made the oxygen sensor faulty. The "clunking noise" was caused by what was found to be BOTH the rear struts being faulty and needing replacement. Once again, the warranty was brought into the conversation and I was told I would pay over $1,000 for the repairs and that they would "take care of me for half the price." I refused the "deal" offered and asked why within 3 months of driving the issues with the vehicle were my fault. the service writer then told me that "it's a used car and 'we' don't know how the previous owner drove the vehicle".Desired Settlement: I took the vehicle to a local shop and had the struts replaced for less than $500 and they could not find the "torn hose" causing my check engine light to come on. "Keeping an eye" on an issue with a vehicle I recently purchased is not a viable repair in my opinion. With the comment of "we don't know how the previous owner drove the vehicle", makes me skeptical that the vehicle was properly inspected before being sold. I feel as though Steven Toyota was aware of the Tire Monitor system being faulty and the struts needing service at the time of the sale. I would simply like to be reimbursed my repair costs from a separate shop and having the other repairs (Tire Monitor system, Remote vehicle start, and the "Torn Hose") repaired.

Business

Response:

RE: ID#[redacted] Dear Ms. [redacted]: Thank you for the opportunity to address Mr. [redacted]’s concerns. Enclosed is a copy of the buyer’s order signed by [redacted] indicating that he purchased the 2006 Chevrolet Monte Carlo “as is.” The buyer’s order represents the agreement between the parties and states that Steven Toyota is not required to make additional repairs to the vehicle after its purchase. However, we did offer as goodwill a 50/50 split on $1185.29 repairs to be performed in our shop. Mr. [redacted] declined and had the repairs on the struts done elsewhere. These repairs will not be reimbursed by Steven Toyota. The comment made by the service advisor was an attempt, although a poorly worded one, to explain that used vehicles are all different. Essentially, they are an unknown entity that we inspect and repair pursuant to the used vehicle inspection performed in our service department. A copy of the repair order that details the $1,971 spent on Mr. [redacted]’s vehicle as a result of the pre-sale inspection. As noted on the repair order, two of the tire sensors were replaced. We invite Mr. [redacted] to make an appointment with our service department to have the new tire sensors checked since they would be covered by a warranty. If they are not the issue, we will determine if others are needed. Additionally, we will diagnose the factory installed remote start issue, and look at the intake hose to verify the leak. As soon as we are able to determine the current status of these issues we are willing to work with Mr. [redacted] to find a resolution acceptable to both parties. Sincerely, Andria Jackson, COO Steven Toyota

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I respect the fact that Steven Toyota is offering to help in their own way, but after reading that the tire system was repaired previously before I purchased it, I can not trust this establishment with any future repairs to my vehicle. The fact that the dealer did not inform me of this previous repair at the time of purchase, added with the service advisors "poorly worded" attempt to tell me that all used cars are different just shows me that Steven Toyota is not a trustworthy dealership and, in fact, are quite rude. I will no longer request any services or seek future business from this dealership.Regards,[redacted]

Review: I took my car to Steven Toyota on February 1, 2013 and the service agent told me I needed an alternator. He never showed me any test to prove that my alternator was bad. I paid for the alternator and installation. In May 2013 just three months my brand new battery died, I had to replace it. Several weeks after the new battery my car would not start and I had to get a boost. On November 1, 2013 another battery died I had to replace it. On May 3, 2014 my battery died again. I had to get yet another battery. On August 16, 2014 my battery died again. I was advised that the alternator is pulling down the batteries and the alternator is no good and needs to be replaced.

In March 2014 I called Steven Toyota to let them know that the alternator is no good is destroying every battery Zi put in my car. The service person refuse to replace the defective alternator and said I have to pay another $500 for another alternator. I said I should not have to pay $500 a year for a defective alternator and that Steven Toyota needs to stand by their product and refund my money or replace the alternator. I have been buying new batteries since Steven Toyota installed the alternator. The alternator Steven Toyota put on my car started going out May 2013.Desired Settlement: Refund the money I paid for the defective alternator

Business

Response:

Steven Toyota would like to apologize for any inconvenience caused by our service department. Our goal is to always "fix it right the first time." Due to the time investment this issue has caused you I will mail a check to you for $275 on Tuesday September 2, 2014. If I may ever be of assistance to you, please never hesitate to reach out to me directly ([redacted] GM) [redacted]. Thank you very much for your business and I hope to meet you in the future!

Review: I came to the dealership to see about trading in my 2005 Nissan Altima. The vehicle was a lemon which had been sold to me by [redacted]. I signed a contract not knowing what they gave me towards the Nissan. It should have been $10,000 and I ended up with a $2000 trade in. Also I could not afford more than $200 a month car payment and they knew that. After the contract was signed I realized my payment was $310 a month and I was shocked! The vehicle, I purchased from them was a 2012 Toyota Corolla.Desired Settlement: I would prefer a lower payment on the current vehicle. Or a more affordable vehicle. Also, the proper trade in amount on Nissan. And lastly, a total refund on the whole transaction.

Business

Response:

[redacted],

Thank you for purchasing a vehicle from [redacted]. We also appreciate the opportunity to help you at [redacted] Toyota!

According to [redacted]

"To be a lemon, your vehicle must have unsuccessfully undergone 3 attempts at repair, 1 attempt at repair of a serious safety defect, or the vehicle being out of service for at least 30 days qualify a vehicle as a lemon if any of these happened within the first 18 months of ownership by the first owner or lessee." Being that the 2005 Nissan Altima was sold and purchased as a used vehicle it is not deemed a "lemon" in the state of Virginia.

[redacted] Toyota hopes that you enjoy your 2012 Toyota Corolla. If you are ever unhappy with the vehicle or the financing I encourage you to come see us about all trade in options that are available. As far as a full refund on the purchase, I apologize that this is not an option yet we will purchase the 2012 Toyota Corolla from you at anytime for the fair market value!

REGARDS

[redacted] GM

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I feel I was taken advantage of! And would like to meet with someone in person from Revdex.com because I cannot read or write well.

Business

Response:

[redacted] Toyota would like to take this opportunity to reiterate how during the time of purchase, all contracts and documentation were aggressively made clear with confirmation of understanding between the finance manager and the customer. We are conscious of the fact that a lot of information is shared during the purchase of a vehicle and sometimes a customer can become confused, if this is the case, [redacted] Toyota always encourages a person to set up another time to get together and spend the necessary time addressing all concerns in order to be sure that both the customer and the representative agree to the final outcome. I also am more than happy to set time aside to personally address any concern at any time, simply call ###-###-#### and ask for [redacted].