Texas Toyota of Grapevine

"After warranty company determined and advised dealership that mechanical issues were preexisting and would not be covered by warranty, dealership then decides to unwind the contract Initially, we asked for the contract to be voided but was denied After being advised of preexisting condition now dealership wants to unwind/void contract Prior to unwinding/voiding contract, dealership presented two offers, unwind/void/buy back or receive a trade value of $less fees and taxes toward purchase of another vehicle We countered with replace the engine/motor and repair all failed and cautioned items or replace vehicle with another compatible vehicle and if vehicle of that standard could not be located then extend a $credit allowance toward purchase of another vehicle The next and last thing we heard was that dealership was going to unwind/void/ buy back vehicle This is unacceptable and we want to pursue other alternatives as stated in our offer."

I just got off of the phone with Mr [redacted] On behalf of Texas Toyota of Grapevine, I was able to extend an apology for the experience he had at our store and have identified areas of opportunity for training and process improvementWe will be providing a letter for him to present to the credit reporting agencies and have his inquiry removedHe agreed that this would satisfy the issue and we look forward to assisting him in the futureThank you, [redacted] ***Pre-Owned Sales Manager###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my disputeI called David there was no answerI left a message The issue that I originally called about was never resolved when the company wrecked my vehicle what they told me was going to be done was not done and in the process of that not being done my vehicle is returned to me with tint that was not applied correctly and a new front and rear bumper No matching paint jobLike I wss toldSo my car doesn't matchWhen I called to speak with someone about it I never got a return callThe intial reason I was there, to get a full detail with zaytek appliedThe sales person sold it to me and it didn't do what he said it would do The worst car buying experience I have ever had I had to return to this car dealership times To leave disappointed everytime They lost my car twice, They put the zaytek on the wrong car, they wrecked it while it was there , just to name a few things that went wrong Then I'm forced to buy a wrecked car That wasn't repaired correctly Please enter your reason(s) for rejecting the business response below Regards, [redacted]

The vehicle was repaired and delivered to the customer in working orderI spoke with the customer today to ensure everything was ok and to let her know if she had any other problems to contact me directly

Complaint: [redacted] I am rejecting this response because: I sold my car for the purchase of this vehicle in Feb and I am now without a carThe car is a lemon and everything that was wrong before they fixed it is still wrong today with more issuesI am catching Uber after this purchaseI just received my vehicle back in April from all the repairs from FebI reached out to Becky and left a message a few days ago with no responseThis is my last attempt to resolve this issue or I will have my lawyer handle this headacheI have done all that I can and more than I should have donePlease review my previous complain from March as wellI am exhausted witht this company and the lack of customer service and most of all the Lemon that I was sold that is broke downI am not sure why this vehicle was on a Toyota lotI should have stuck with Honda, my pre approval from [redacted] went to waste and now I'm without a car a few months later.I would like to give them the lemon trash back and not have any credit hits due to the vehicle still having the same power steering problems that were claimed to be fixed on multiple occasions that now also have a compressor issue, traction, electrical etcGod knows what elseI Have not way to work and I work 9-hours a day I really don't trust this business, I prefer to dissolve the relationship

At Texas Toyota of Grapevine we take our relationships with our customers very seriouslyWe immediately recognized where a human error had taken place and wanted to rectify it We are committed to providing a truly exceptional experience before, during and after each transactionA refund check for the full amount was issued for this particular customer immediately

My Fixed Operations director confirmed that she will be here on March 4th to resolve her issue

Texas Toyota of Grapevine have been in communication wtih the customer Two separate issues are in quetsion, one, she is concerned about the Cautioned items on the Used Car Inspection - Texas Toyota of Grapevine has agreed to perform those services (excluding Transmission Fluid service per customer) The second concern was a battery failure days after the vehicle was purchased AS IS Customer does have an extended warranty and the vehicle is being inspected by Nissan A claim has been called in to customer's extended warranty company - pending technician findings Texas Toyota has provided cusotmer with a loaner vehicle as of We are working with customer to come to a mutual resolution and have offered to assist in trading the cusotmer out of the Nissan should they find a vehicle in our inventory they would be interested in

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

Unfortunately at the time of sale the accident did not show on the Car Fax that we pulled the day the customer purchased the vehicle (copy of time stamped CarFax is in the customers Deal Folder) [redacted] *** offered 2k less than what we ultimately gave her to trade her out of the vehicleTo try to satisfy the issue we offered 2k more for the trade in and to get her into a new one which at the time she wantedDays later the customer called in expressing that she was upset and wanted to be in a Luxury vehicle rather than a Rav-We offered to set aside time for her to come in to look at the Highline vehicle and trade her out of the Rav-Customer came in and looked at the other vehicles and she ultimately decided to stay in the Rav-It is not our store policy to ever offer a trial period on a contracted deal nor is it an industry standard to offer a return policy in the state of Texas after a contracted vehicle has been deliveredWe strive to maintain lasting relationships with every customer that purchases or services with our storeIn this particular case we would be more than happy to offer customer to trade out of the Rav-and into a vehicle she would now be more happy with

I believe there may be some misunderstanding in how we were trying to take care of thisSince the item was installed on the vehicle it has to go through Toyota’s warranty process which will require the defective item back and also some vehicle information for the claimHowever that is not to say that we cannot refund the money, just that in order to do so we will have to make a warranty claim with ToyotaIf the wording was not clear in the original email, I apologizeBut please feel free to contact us and we will do everything in our power to make it right [redacted] , Parts Director

Customer purchased the Mercedes-Benz May 29th, The day he purchased the Manager himself [redacted] **) went over the vehicle with him and the customer signed all documents on the vehicleUnfortunately with pre-owned cars things can go wrong later on down the roadThe customer took the vehicle to the Mercedes dealership last week and that is when he was told the above things were wrong with the carThe customer did not purchase an extended warranty or anything so anything that goes wrong with the vehicle months after his purchase, we are not liable forThe customer came in to our dealership on 9/demanding to speak to the manager, Duc LeWhile they were talking about the vehicle the customer started to become irate and was yelling and cussing on our showroom floor in front of all other customersThat is when our Sales Director, Yousef, stepped in to talk to the customer, but he continued to yell and scream obscenities to him as wellUnfortunately we will not be paying for the cost of the repairs

Complaint: [redacted] II dont see where the resolution isThe car is currently experiencing the same issue it was that you agreed to fixIt appears the wrong things are being fixed or you are only servicing it enough to be quiet for the momentI belive this company placed a temp fix just enough to fund the deal and now they do not car about the contract they agreed to I am rejecting this response because: Regards, [redacted]

I spent days with the team at Toyota of Grapevine reviewing vehicle options and pricing When I met with [redacted] and *** at lunchtime (12;PM) on 2/25, we reviewed the numbers *** made several offers, as he wanted me to buy a car that day He worked the figures down to $19,586, with the assertion that no other dealer would be able to match that price I stated that I would exercise my due diligence and review this offer, and respond to him later that day, which was agreeable When I returned after work, we met and signed the paperwork The car was then prepped, and [redacted] and I spent time thoroughly going through the maintenance handbook and service schedule After hours from the time I arrived that evening (and hours after the price had been offered), [redacted] returned to say that he had made a mistake and could not honor the agreement Considering this was hours from the time he had presented the price, this tactic was no spur-of-the-moment error, as Toyota had all day to recognize it Instead, it was a clear reneging of a valid offer and a thorough waste of my time.I then had to obtain a rental car and re-initialize my car search, adding to the anguish and frustration caused by Toyota of GrapevineSuch treatment is clearly disingenuous and unethical Calls to the customer service representative at Toyota of Grapevine were never returned, which only added to the poor level of attention to customer service exercised by this dealership Nor did they respond to multiple inquiries from the Revdex.com, which led to the conclusion that Toyota of Grapevine clearly knew they had committed a blatant fault in this transaction and were trying to avoid taking responsibility for making amends

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and would like to see the outcome of Tuesday, before this complaint is closed I have taken it to the dealership and was told there was nothing they can do Regards, *** ***

Please have [redacted] contact David W [redacted] to discuss this matter at ###-###-####If we did tint the vehicle, it is guaranteed and we will correct itThank you, David W***

Complaint: [redacted] I am rejecting this response because: the price offered in person was not the price advertised on the dealer's website (asking price + tt&l + $documentary fee)There is no mention online of the $fluid/ventilation cleaning package onlineSimple as thatIf it were noted online, then there would be no issue and I frankly would have purchased the vehicleAs it stands, this constitutes promissory estoppel, and I intend to publicize this event to warn as many people as I can about this consumer unfriendly business practice Regards, [redacted] ***

After visiting with Ms*** and discussing the option of trading to a different vehicle with senior management, we decided to go ahead and make the situation right for Ms.*** and contracted on the different vehicle for the same amount as her current payoff of the vehicle that was traded inAll of the protections that were important to Ms*** were included in the same amount! I believe this will satisfy the situation and more important Ms***It is our hope that Ms***'s trust in our store and staff have been restored.Thank you,David W***

Texas Toyota of Grapevine and Ms*** have finally come to an agreeable solution. Texas Toyota will be repairing the Nissan, performing the services that were cautioned, replacing a failed air filter, and customer is in a loaner vehicle. No further action is required

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my disputeI received a call back from David W*** he expressed to me that he wasn't aware that my problems have not been resolved he asked me what could they do to fix it I told him he said that he would do the best he can and asked me to come in as soon as I can and they will give me a loaner and fix my car when I arrived at the dealership an hour later David meet me outside looks over my car admits to seeing the problems that I had and asked me would I be willing to switch over to a new car because of the amount of issues that my car had I told him yes, if everything will be exactly the same as the contract that I had on the car I already purchasedAfter being at the dealership for hours they tried to sell me another car for a higher amount when I refused to take the car he told me that they would not be completely fixing a off problems that he agreed to fix when I arrived he completly changed everything he told me after I didn't agree to purchase the new car He told me he would only fix one maybe two of the issues out of the he agreed with me having when I arrived I felt so stupid enter your reason(s) for rejecting the business response below
Regards,
*** ***