Toyota of Corvallis

Mr [redacted] received pricing on an available Subaru Forester April 20th as requested via email from our BDC rep AimeeCustomer provided a deposit to hold specified Forester until travel arrangements and delivery details could be arrangedCustomer was also provided with online credit application to continue with On April 21st Mr [redacted] completed secured online credit application and requested that ALL finance contracts be sent out of state to Idaho via mail for wife to review and sign for Mr [redacted] to bring back with him upon delivery of vehicle Our BDC rep Aimee confirmed receiving credit application and explained that all finance documents would be available in person onlyShe also answered questions pertaining to a drive permit and needing cell phone contact details and needing copy of DL Later in the eve on April 21st the customer answered final credit app questions and again, requested that the purchase order be sent and asked about finance papers being sent out of state At this time Aimee presented the purchase offer to management and the request to have finance forms mailed out of state with purchase agreementManagers decided NOT to run customers credit at that time and to review the situation with general manager the following morning On April 7:AM Mr [redacted] replied to a system generated manager follow up email with several concerns and complaints pertaining to the sales process and lack of ability to follow the requests he had been makingThe customer made significant point that he was not satisfied in any manner leading up to this pointThe customers concern and the out of state situation as presented to the general manager in which it was decided we could not continue with this transaction in the method requested by customerRebecca (Aimee's supervisor) replied to his email explaining that there was no option to follow his request in sending documents with finance forms out of stateWe requested his credit card info to issue a full refund deposit Customer replied to email directed our General Sales Manager Dustan requesting a call back On April 22nd 1:PM Dustan emailed in reply to customer explaining that after reviewing the offer and due to the out of state penalty we could face from Subaru that we could not complete the dealAgain, we asked for his credit car to issue a full refund of $from original security deposit On April 22nd at 5:19PM customer replied to an earlier email from Aimee confirming the understanding that the deal was cancelled On April 25th customer emailed with notice that his credit card information was provided on Dustans voicemailHis refund was issued immediately and a scan copy of receipt was emailed to him that morning as well Unfortunately Subaru discourages dealers from conducting out of market salesAs defined as vehicles being sold more than miles outside of the retailers "area of responsibility" If such transactions are repeated more than times then penalties occur for the dealer In addition to the potential of receiving penalties from Subaru, it is illegal in the state of Oregon to mail pre printed finance forms out of state to be signed without dealer witness Due to the circumstances outlined above, the general manager and general sales manager decided it was in our best interest to refund the customers deposit and cancel the pending transaction-- Rebecca B [redacted] Toyota Sales Manager Toyota of Corvallis 541-754- [redacted] @toyotaofcorvallis.com

Thank you for contacting us and providing us the opportunity to explain our position regardingthis matter, In 2008 the dealership that Ms. [redacted] purchased her Subaru from was John andPhil's Toyota Subaru. In May of 2013 the dealership was sold to SJ Automotive Investments.The current owner did not...

assume the out.standing warranty payback liabilities of the previousowner (John and Phil's).Ms. [redacted] purchased her vehicle from and was In contract with John and Phil's. John and Phil's isthe responsible party for any claim that she has regarding the warranty monies that she isseeking.Toyota Subaru of Corvallis has not, and does not offer the "pay back.11 option on servicecontracts as John and Phil's did. Ultimately we are an entirely different company, and not theresponsible party even though we are conducting business out of essentially the same location.It is my understanding that the company that backed these offers that the previous company(John and Phil's) sold, is now defunct. Unfortunately, there is nothing I can do about that.The only piece of advice I could offer Is for the customer to contact the Oregon AttorneyGeneral's office, as they are aware of this situation and may be aware of any remedy that maybe available to complainants.Regards,Chip E[redacted]General ManagerToyota Subaru of Corvallis

Mr. [redacted] received pricing on an available Subaru Forester April 20th as requested via email from our BDC rep Aimee. Customer provided a deposit to hold specified Forester until travel arrangements and delivery details could be arranged. Customer was also provided with online credit application...

to continue with.
On April 21st Mr. [redacted] completed secured online credit application and requested that ALL finance contracts be sent out of state to Idaho via mail for wife to review and sign for Mr. [redacted] to bring back with him upon delivery of vehicle. 
Our BDC rep Aimee confirmed receiving credit application and explained that all finance documents would be available in person only. She also answered questions pertaining to a drive permit and needing cell phone contact details and needing copy of DL. 
Later in the eve on April 21st the customer answered final credit app questions and again, requested that the purchase order be sent and asked about finance papers being sent out of state. 
At this time Aimee presented the purchase offer to management and the request to have finance forms mailed out of state with purchase agreement. Managers decided NOT to run customers credit at that time and to review the situation with general manager the following morning.
On April 22 7:24 AM Mr. [redacted] replied to a system generated manager follow up email with several concerns and complaints pertaining to the sales process and lack of ability to follow the requests he had been making. The customer made significant point that he was not satisfied in any manner leading up to this point. The customers concern and the out of state situation as presented to the general manager in which it was decided we could not continue with this transaction in the method requested by customer. Rebecca (Aimee's supervisor) replied to his email explaining that there was no option to follow his request in sending documents with finance forms out of state. We requested his credit card info to issue a full refund deposit.
Customer replied to email directed our General Sales Manager Dustan requesting a call back.
On April 22nd 1:27 PM Dustan emailed in reply to customer explaining that after reviewing the offer and due to the out of state penalty we could face from Subaru that we could not complete the deal. Again, we asked for his credit car to issue a full refund of $500 from original security deposit.
On April 22nd at 5:19PM customer replied to an earlier email from Aimee confirming the understanding that the deal was cancelled. 
On April 25th customer emailed with notice that his credit card information was provided on Dustans voicemail. His refund was issued immediately and a scan copy of receipt was emailed to him that morning as well.
Unfortunately Subaru discourages dealers from conducting out of market sales. As defined as vehicles being sold more than 200 miles outside of the retailers "area of responsibility" If such transactions are repeated more than 3 times then penalties occur for the dealer. 
In addition to the potential of receiving penalties from Subaru, it is illegal in the state of Oregon to mail pre printed finance forms out of state to be signed without dealer witness. 
Due to the circumstances outlined above, the general manager and general sales manager decided it was in our best interest to refund the customers deposit and cancel the pending transaction. -- 
Rebecca B[redacted]
Toyota Sales Manager
Toyota of Corvallis
541-754-1515
[redacted]@toyotaofcorvallis.com

Regarding complaint # [redacted], I tried to respond to the response from the business but your website would not let me respond. It kept giving me an error message about a fatal fault. Then your site would not let me log in and when I tried to retrieve my password (twice) no link was sent to my e-mail address!! I am not done yet and have the following response to Subaru of Corvallis' response to my complaint;
I went through a great deal of effort to make this transaction work and was more than willing to come and sign documents in person. I had requested both verbally and via e-mail that I receive pictures of the vehicle Monroney window sticker and a corresponding purchase order agreement to protect myself and confirm the figures were accurate. I never received either and had made the requests to Aimee, Rebecca and Dustan. These were not unreasonable requests and were merely assurances of the dealerships intentions and confirmation of the pricing so I could feel comfortable purchasing airline tickets and shuttle reservations to pick up the car. In the meantime the vehicle we had a deposit on disappeared from their inventory on their website. I suspect the car was sold in the process because that's when they started losing things like my credit information, even my phone number. their intentions were clearly misleading and extremely poor business practices. I have multiple e-mail records as well as phone logs to support my claims.
This whole business about not wanting to sell vehicle out of state due to a penalty issued by Subaru should have been mentioned from the beginning and would have saved all of us a lot of trouble. Subaru of Corvallis clearly did not want my business from the beginning despite leading me down the road to a sale and getting my hopes up. I was a serious buyer and have purchased a 2016 Subaru Forester through a dealer in Salt Lake City, UT, @ 300 miles away.
I have 13+ years of award winning service in the automotive business and have never heard of customers being treated and mislead in this manner. Subaru of Corvallis should not be allowed to operate as a business with such faulty sales tactics.Sincerely,Herve ** L[redacted]