Toyota of Brookhaven

Mr [redacted] reached out to the sales consultant he had been working with after he purchased his truck on 8/19/ On 8/22, Mr [redacted] sent the sales consultant a picture via text message showing his newly purchased truck pulling a large tractor on a trailer through a dirt field His comment was "No problem pulling it through" On Wednesday 8/30, he text the sales consultant "Call me when you get a chance please" [redacted] called him and Mr [redacted] complained of some potential electrical issues [redacted] said he would reach out to the customer that traded the vehicle in to see if he had any previous issues On 9/11, [redacted] told Mr [redacted] that he spoke with the previous owner and he said he never had any issues Mr [redacted] then claimed over the ensuing week (via text) that the miles on the odometer were incorrect, even though they matched what was traded into us and what he currently had showing on his odometer When [redacted] approached me about what we could do, I repeated my request of him bringing his truck into our service department so that we could examine whatever issues he was claiming to be experiencing At some point during the week of 9/18, Mr [redacted] came by the dealership and I spoke with him He explained that he had been having issues with the truck I reiterated once again that I would love for our service department to be able to diagnose what was going on Mr [redacted] did not purchase an extended service contract, but because Mr [redacted] had been a good previous customer, I told him I would cover the cost to repair upon diagnosis while giving him a vehicle to ride in while his truck was being repaired (if repairs were required) He said he would get back to me He reached out to [redacted] (his sales consultant) and said he wanted out of the truck This was on 9/20, more than days since the last time we pulled his credit The sales consultant got the miles off the Sierra in question and proposed us trying to get him into a new Tundra because of the rebates Upon pulling Mr [redacted] credit with the credit bureaus (Equifax, Experian, and Transunion), Mr [redacted] complained to the sales consultant that we pulled his credit without his permission before moving back to discussing trade terms His concern was his negative equity potential Mr [redacted] pulls a tractor on a regular basis The truck he purchased from us was experiencing no issues when we took it in on trade or the first days he had it I cannot verify if the truck is currently having issues, because he has continued to rebuff our attempts at servicing it Assuming it does, I have repeated my offer to him that we would diagnose and repair the related items because he has been a good customer to us in the past and I want him to continue to have a great experience with us His claims of an incorrect odometer have no basis It is my belief that Mr*** experienced some sort of issue (one time or recurring) and began to question his decision to increase his monthly car payment by $ I appreciate your help with this matter, and I look forward to whatever resolution options you suggest

I apologize if our offer to diagnose and repair the possible issues was not conveyed to Mr [redacted] in a way that underscored our concern for his issues I again request that Mr [redacted] bring his vehicle to the dealership so that we can assess his complaints Any diagnosis will be disclosed to Mr [redacted] and the Revdex.com and the repair will be provided free of charge to Mr*** While his vehicle is in our service department, he will be offered a vehicle for his inconvenience

Complaint: [redacted]
I am rejecting this response because: The response provided is false; management made one offer to take a look at my truck with no offer of a loaner to drive and I had to be at work in a few minutes. There was a picture sent of a small tractor, not a large tractor sent to the salesman, there was also no dirt field. It was my front yard that had been freshly bull dozed and has no grass growing in it but is as smooth as a black top road. My basis for the incorrect mileage is supported by multiple professionals that I have spoke to about the issue. 
Regards,
[redacted]

Mr. [redacted] reached out to the sales consultant he had been working with after he purchased his truck on 8/19/17.  On 8/22, Mr. [redacted] sent the sales consultant a picture via text message showing his newly purchased truck pulling a large tractor on a trailer through a dirt field.  His comment...

was "No problem pulling it through".  On Wednesday 8/30, he text the sales consultant "Call me when you get a chance please".  [redacted] called him and Mr. [redacted] complained of some potential electrical issues.  [redacted] said he would reach out to the customer that traded the vehicle in to see if he had any previous issues.  On 9/11, [redacted] told Mr. [redacted] that he spoke with the previous owner and he said he never had any issues.  Mr. [redacted] then claimed over the ensuing week (via text) that the miles on the odometer were incorrect, even though they matched what was traded into us and what he currently had showing on his odometer.  When [redacted] approached me about what we could do, I repeated my request of him bringing his truck into our service department so that we could examine whatever issues he was claiming to be experiencing.  At some point during the week of 9/18, Mr. [redacted] came by the dealership and I spoke with him.  He explained that he had been having issues with the truck.  I reiterated once again that I would love for our service department to be able to diagnose what was going on.  Mr. [redacted] did not purchase an extended service contract, but because Mr. [redacted] had been a good previous customer, I told him I would cover the cost to repair upon diagnosis while giving him a vehicle to ride in while his truck was being repaired (if repairs were required).  He said he would get back to me.  He reached out to [redacted] (his sales consultant) and said he wanted out of the truck.  This was on 9/20, more than 30 days since the last time we pulled his credit.  The sales consultant got the miles off the Sierra in question and proposed us trying to get him into a new Tundra because of the rebates.  Upon pulling Mr. [redacted] credit with the 3 credit bureaus (Equifax, Experian, and Transunion), Mr. [redacted] complained to the sales consultant that we pulled his credit without his permission before moving back to discussing trade terms.  His concern was his negative equity potential.   Mr. [redacted] pulls a tractor on a regular basis.  The truck he purchased from us was experiencing no issues when we took it in on trade or the first 11 days he had it.  I cannot verify if the truck is currently having issues, because he has continued to rebuff our attempts at servicing it.  Assuming it does, I have repeated my offer to him that we would diagnose and repair the related items because he has been a good customer to us in the past and I want him to continue to have a great experience with us.  His claims of an incorrect odometer have no basis.  It is my belief that Mr. [redacted] experienced some sort of issue (one time or recurring) and began to question his decision to increase his monthly car payment by $200.   I appreciate your help with this matter, and I look forward to whatever resolution options you suggest.

I apologize if our offer to diagnose and repair the possible issues was not conveyed to Mr. [redacted] in a way that underscored our concern for his issues.  I again request that Mr. [redacted] bring his vehicle to the dealership so that we can assess his complaints.  Any diagnosis will be disclosed to Mr. [redacted] and the Revdex.com and the repair will be provided free of charge to Mr. [redacted].  While his vehicle is in our service department, he will be offered a vehicle for his inconvenience.