Texas Toyota of Grapevine

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 dispute. I called David there was no answer. I 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 job. Like I wss told. So my car doesn't match. When I called to speak with someone about it I never got a return call. The intial reason I was there,  to get a full detail with zaytek applied. The 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 6 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]

Texas Toyota of Grapevine has unwound the vehicle purchase transaction of the Nissan Sentra.

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]

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 + $150 documentary fee). There is no mention online of the $599 fluid/ventilation cleaning package online. Simple as that. If it were noted online, then there would be no issue and I frankly would have purchased the vehicle. As 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]

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 it. Thank you, David W[redacted]

Complaint: [redacted]
I am rejecting this response because: Ideally we would like our money returned to us and we return the car.  This way we don’t have to rush to choose something they have in stock. We can take time to make our choice and start fresh. I called [redacted] back but was not able to speak with him. 
Regards,
[redacted]

Complaint: [redacted]
II dont see where the resolution is. The car is currently experiencing the same issue it was that you agreed to fix. It appears the wrong things are being fixed or you are only servicing it enough to be quiet for the moment. I 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]

When customer called in unhappy about the vehicle not having the tech package and remote start we offered to give him $1000, but customer wasn't satisfied with that. Customer then asked for us to cut him a check for $500 and put remote start in the vehicle. Customer stated that would make him very...

happy. Then the customer decided that wasn't what he wanted anymore and ask for us to cut him a 7k check for the MSRP of  the vehicle he wanted instead. Since the customer was not charged for the higher model vehicle we were not going to cut him a check for that amount. The customer has now returned the vehicle and is no longer in it or under contract.

At Texas Toyota of Grapevine we take our relationships with our customers very seriously. We 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 transaction. A refund check...

for the full amount was issued for this particular customer immediately.

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 vehicle. To...

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 wanted. Days later the customer called in expressing that she was upset and wanted to be in a Luxury vehicle rather than a Rav-4. We offered to set aside time for her to come in to look at the Highline vehicle and trade her out of the Rav-4. Customer came in and looked at the other vehicles and she ultimately decided to stay in the Rav-4. 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 delivered. We strive to maintain lasting relationships with every customer that purchases or services with our store. In this particular case we would be more than happy to offer customer to trade out of the Rav-4 and into a vehicle she would now be more happy with.

Customer purchased the 2012 Mercedes-Benz May 29th, 2017. The day he purchased the Manager himself [redacted]) went over the vehicle with him and the customer signed all AS-IS documents on the vehicle. Unfortunately with pre-owned cars things can go wrong later on down the road. The customer took the...

vehicle to the Mercedes dealership last week and that is when he was told the above things were wrong with the car. The 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 for. The customer came in to our dealership on 9/1 demanding to speak to the manager, Duc Le. While 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 customers. That is when our Sales Director, Yousef, stepped in to talk to the customer, but he continued to yell and scream obscenities to him as well. Unfortunately we will not be paying for the cost of the repairs.

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,
[redacted]

"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 $5050 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 $3000 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."

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 18 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 7.31.2015. 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.

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 improvement. We will be providing a letter for him to present to the...

credit reporting agencies and have his inquiry removed. He agreed that this would satisfy the issue and we look forward to assisting him in the future. Thank you,[redacted]Pre-Owned Sales Manager###-###-####

I believe there may be some misunderstanding in how we were trying to take care of this. Since 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 claim. However 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 Toyota. If the wording was not clear in the original email, I apologize. But please feel free to contact us and we will do everything in our power to make it right. [redacted], Parts Director.

The service department is working with her.

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 car. The car is a lemon and everything that was wrong before they fixed it is still wrong today with more issues. I am catching Uber after this purchase. I just received my vehicle back in April from all the repairs from Feb. I reached out to Becky and left a message a few days ago with no response. This is my last attempt to resolve this issue or I will have my lawyer handle this headache. I have done all that I can and more than I should have done. Please review my previous complain from March as well. I am exhausted witht this company and the lack of customer service and most of all the Lemon that I was sold that is broke down. I am not sure why this vehicle was on a Toyota lot. I 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 etc. God knows what else. I Have not way to work and I work 9-10 hours a day I really don't trust this business, I prefer to dissolve the relationship.

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

I spent 3 days with the team at Toyota of Grapevine reviewing vehicle options and pricing.  When I met with [redacted] and [redacted] at lunchtime (12;30 PM) on 2/25, we reviewed the numbers.  [redacted] 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 2 hours from the time I arrived that evening (and 8 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 8 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 Grapevine. Such 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.