Toyota of Boerne

Long but well worth the read. Filled out the price inquiry through their website. Then received an email from a salesman, an Ian Mendoza. We worked out a price for a 2019 Tundra, about $9K off the ticket price. After we agreed on the price he asked me to go in and make the offer in person. He said he would have the car pulled up and ready for me to drive at out appointment time. I went in with cash in hand ready to buy the vehicle after a test drive. From the beginning he was trying to get me into a 4Runner or a Tacoma. I told him I just wanted to see the Tundra we spoke about. He says that another customer was currently test driving the truck in question. So we go inside and he keeps trying to get me to buy another truck. I say again, "no, I just want the truck we spoke about. I can wait for them to get back for me to test drive it." He says he will speak with his boss, then he comes back with a "sorry, it sold this morning." So after a 40min drive to Boerne and him knowingly wasting my time I walked out empty handed, angry and completely disappointed for my first Dealership experience. This is the best part. The next morning I had my sister fill out the price inquiry on the same truck. Guess who gives her a call. Yep! Ian Mendoza again. Telling her the truck is in stock and not to worry that the website says low inventory. He sets an appointment time with her and says he will have the truck pulled up for her to test drive. WOW! Completely shady sales tactics. They lost 2 sales to people with cash in hand. How do you screw up that badly? I texted him about it and he says oh I forgot it sold. From closing time the night before to opening the next morning you forgot? Nope, never again. Overall rating 0/10 would not recommend Toyota of Boerne to my worst enemy. Looking at reviews this seems to be a common sales tactic of this company. Very sad, do better.

Tell us why here...Credit is very important when applying for an Automobile loan When completing the credit application it is imperative to answer every question and fill in every box, the box that denotes a bankruptcy was not checked off on the credit application Although you purchased the vehicle at Toyota of Boerne the actual loan that is procured for you comes from a lending institution We must comply to their guidelines or they have the right to decline the loan Toyota Financial Services declined the lease based on the fact that the bankruptcy is still open and there is no established auto loan history since the bankruptcy Although a letter from the court is helpful the lending institution still reserves the right to decline the loan Unfortunately, we have exhausted all attempts to assist [redacted] TFS has declined the lease Once a loan has been declined at one dealership the same ruling applies to all dealerships This is a difficult situation for both parties involved We apologize that we were not able to lease [redacted] the TacomaAll parties have put a lot of time and effort into this without achieving the outcome we had all hoped for

Tell us why here...First off we would like to apologize to [redacted] She and her family are great customers and we value their business This is a very unfortunate situation and I understand why [redacted] is upset She purchased a Rav and at delivery the sun visor had water stains and the passenger visor light was not functioning Although we did address the visor concerns we were unaware that the sunroof drain tubes were clogged which is what caused the water to back up and come into her car Toyota is known for their reliability and quality build and this is not a usual situation Upon a thorough investigation we identified the problem and corrected it We also cleaned the headliner, pillars and carpets to remove any water or water stains We feel confident that the sunroof concern has been addressed and corrected Our Service Manager, [redacted] is inspecting the vehicle and it should be ready for pick up today June 20, We are refunding the cost of the Remote Start that [redacted] paid for as it was not compatible with her Rav [redacted] , our Accessories Manager is personally handling the refund for herI will be in contact with [redacted] , I wanted to speak with her and apologize in personI want to assure [redacted] that our goal is to get all concerns resolved quickly and to her satisfactionMy goal is to make [redacted] whole and rebuild her confidence in Toyota of Boerne and her new Rav

Complaint: [redacted] I am rejecting this response because: I HAVE NOT RECEIVED ANY E-MAIL TO, "OPT OUT" not on October 11, or any other dateThe e-mail that you might be referring to does not give any of that informationDear MrHolden: Thank you for following up with Toyota Customer ExperienceWe appreciate your providing us with your vehicle details, and we have forwarded your correspondence to the dealer's management team for review We expect that Toyota of Boerne will research this matter thoroughly, and that they will follow up with you directly before the end of business on Tuesday, 10/14/ After speaking with you, they will also report back to Toyota and to our Gulf States regional office so that we will have a complete record of your concern and the dealer's responseIf you have not heard from the dealer by the promised time, please contact us and reference file #Sincerely, [redacted] Toyota Customer ExperienceThat is a copy and paste of the e-mail I received on the 11th of OctoberAs for your statement that I have no faith in you that would be an understatement seeing as I found one of your advertisements in my mail again a few days agoThe fact is after I worked with Alex Tiampo and received assurances that we would not be disturbed again my wife still received an e-mail trying to get us down to your, "business"You have absolutely ZERO credibilityI will not waste anymore of my time trying to get your mail to stop coming to my mailboxYOU GAVE OUT MY PERSONAL INFORMATION WITHOUT MY PERMISSION YOU FIX IT!!!!!!!!!! Regards, [redacted]

Please refer to the email sent to you on Saturday, October 11, with the information to opt out We have removed you from all customer contact lists and contacted all marketing firms You should no longer be contacted by Toyota of Boerne or receive any mailings from outside marketing firms I am trying in earnest to get this matter resolved, I do realize you have no confidence in what I say On behalf of Toyota of Boerne I apologize to you and your family for the unwanted solicitation and the frustration this has caused you

Complaint: [redacted] I am rejecting this response because:The dealership had an agreement to purchase that I acceptedNow that I have agreed to purchase it no longer makes "business sense"The dealership should honor the vehicle and pricing it was an error on their partI am willing to buy the truck to avoid another buying process with another dealershipthis is the vehicle we discussed and had terms I have accepted Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have never received any information regaurding any phone number to "opt out"Why should I have to opt out of anything? Your company gave MY INFORMATION to a third party WITHOUT MY PERMISSIONThis is an action you did you fix itI'm tired of your lies GET IT DONE AND LEAVE ME AND MY FAMILY ALONE!!!!!!!!!!! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: When my spouse arrived at the dealership it was expressed which vehicle was desired and the sales priceIt took three hours of baiting and switching before she was told that the vehicle she had come to see was not at that price and was offered used vehiclesMy spouse went to Toyota of Boerne with the intentions of purchasing a vehicleShe was mislead by the sales representatives and the sale managersIf the price was incorrectly entered into the website then the sales team should have recognized the error immediately and notified by spouseI am a deployed active duty Airmen serving overseasI find this offensive that a dealership would take advantage of my spouse by not being upfront with the sales price and then after informing her that the price was wrong offering her used vehiclesThis is not the outcome I had expected from a dealership and company that supports the United States militaryI hope that you correct the website immediately and never mislead anyone againThank you for hearing my concerns Regards, [redacted] ***

I do understand how disappointed you are and we are sorry that we were unable to earn your business Unfortunately although you had it appraised at a Toyota dealership does not mean we will honor their appraisal We have different inventory needs and our Used Car Department uses many factors to determine the value of a trade The agreed price of the Tacoma we were willing to honor It just did not make good business sense to our Used Car Department to match [redacted] ***'s appraisal I am sorry that we were not able to complete the transaction, you lost the truck you wanted and we lost your business There was never any intent to mislead you

Tell us why here...Hello Mr [redacted] ,We apologize that you did not receive a call regarding the brake concern Your sales associate did forward your concern to our Make Ready Department on the 21st of November [redacted] , the Make Ready Manager made an attempt to contact you We did notice the number you provided the Revdex.com is not the same number listed on your customer profileWe apologize [redacted] will contact you to set up an appointment for the brake repair Again, we apologize for the oversightThank you, [redacted] Customer RelationsToyota of Boerne

We are very sorry that the posted price on our website was incorrect There was no intent to mislead you in any way, it was simply a mistake We are currently working on making the correction to our website so this does not happen again The accurate MSRP of the [redacted] [redacted] you are interested in is $not $ Unfortunately we can not offer you the van at the posted price We would like to work with you to get you into a [redacted] that has the equipment you want at a price that makes sense to you and the dealership Once again I apologize for our mistake and hope you can understand how this could happen

Mr [redacted] has every justification to be angry with Toyota of Boerne He has no faith that we will stop contacting him and I understand why On behalf of the dealership I have continuously apologized but have not corrected the problem I know that I have personally contacted all marketing agencies that we do business with us and asked them to place the [redacted] s on the DNC list The email the [redacted] s received last week was a follow up automatically generated before the system updated and has since been deleted from the system It seems a shallow attempt to apologize agian or say that the [redacted] s will never be contacted by Toyota of Boerne again I sincerely hope that I have put an end to all contact with Toyota of Boerne

Tell us why here...When Mr*** initially came to Toyota of Boerne to purchase a Tundra we worked up a deal on a vehicle that was not in our inventory. We had to do a dealer trade to procure the vehicle for Mr***. The vehicle that we initially worked numbers on was not
available and we had to find another truck for Mr***. We are at the model end of the year and inventory is becoming scarce. Before we procured the second vehicle we verified that the additional equipment and pricing were acceptable to Mr***. He told us to bring the truck in which we did do. We believed that Mr*** understood that he would be paying more for the truck and that the agreed pricing was not subject to renegotiation. We offered Mr*** loaner transportation in good faith because we felt that we had an agreement to purchase. There was never intention to mislead or misinform Mr***. We apologize for the miscommunication but selling the truck for the price Mr*** wants does not make business sense. We are sorry that we were unable to come to an equitable agreement. Mr*** is welcome to check our inventory and see if there is another vehicle in our inventory that would meet his needs, if not we will credit his $deposit

We apologize that you have concerns with the DVD player not working. When the Expedition was checked out by our Service Department the power button did not work but the DVD had complete functionality using the remote, as demonstrated to Mrs. *** when she
picked up the Expedition. We would be happy to take a look at the remote if you would like to bring it by

I am sorry that you were here for so long today. We did run into some difficulties with removing the wheel locks but we should have kept you informed, and offered you a loaner car. On behalf of the dealership we apologize, we understand your time is valuable
and understand your frustration

We are sorry that you have concerns regarding your VW. I am happy to provide you with your purchase order, and a copy of the warranty you purchased. We use Carfax Vehicle History Report and I have obtained a copy of the report on your
vehicle which does not indicate that this vehicle was in an accident. I will also be happy to provide you with a copy of the Carfax. You did purchase a limited warranty. When a repair is needed you should contact them directly and they will either approve or decline the repair depending on t e agreed upon terms of the contract. Based on the Carfax report your vehicle was previously well maintained and there was no indication that you would have concerns. However the vehicle is seven years old and may be showing wear and tear. I encourage you to call your warranty company to see if any of the repairs are covered. I will put the requested paperwork into the mail today

Tell us why here We apologize that you are unhappy with the trade value you received on your FXyou purchased in January 2015. The information we provided you at the time of sale was accurate according to Carfax, the reporting source we use. There was no
indication that the vehicle was in an accident. I understand that you are disappointed in losing $but there are many different factors that determine the value of your trade and it has been over a year since you purchased this vehicle. Respectfully we are not willing to compensate you for the equity difference you are requesting

Complaint: ***
I am rejecting this response because: You assuring me of anything is worth about as much as what fills my cats litter boxI called *** and the loan is not paid offIt is not finalizedYou are continuing to mislead me and my grandmother and make fraudulent statements that are being kept on recordI would really stop lying and just own what is happening at this point if I were involved on your endI am honestly just amazed at this level of fraudulent activity by a business that is still in operation somehowIts flabbergasting.
Regards,
*** ***

I am saddened that you feel that Toyota of Boerne pulled a bait and switch. I can assure you that was not the case. The salesperson test drove and worked numbers on the exact van that your wife saw on our website. Our sales associate did not know about the misprint on the website until your wife pointed it out to him We did advertise an inaccurate price which we take full responsibility for, the prices should have been checked for accuracy prior to posting. We apologize that this happened to your wife. I am sure she is disappointed as would anyone
Toyota of Boerne is a family owned and operated business. Our reputation is based on family values and ethical business practices. We treat all our customers with the utmost respect and professionalism. When we make a mistake we admit it and try to rectify it as best we can. We look for a resolution that is mutually agreeable to both parties. The General Manager, *** *** would welcome the opportunity to personally speak with you if that is a possibility

We apologize that it took so long to get this resolved for you. We had difficulty procuring the loan and as you know we voided the new contract on Saturday, June 3, 2017. You have your Tundra back as well as your $down payment. We did what we could to
work with the bank but in the end we could not meet the stipulations that the bank required. We understand your frustration and apologize that we were unable to make this happen for you