Toyota of Portland

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 Toyota of Portland has said they will take care of this matter and will now forward on my cancellation request to the appropriate party I just wish that it would have been handled internally instead of having had to be taken to the Revdex.com to referee the outcome.I trust they will keep their commitment to me If a problem arises from this issue, I will contact the Revdex.com again for assistance Sincerely, [redacted]

Spoke to customer and apologized for the non communicationI have asked him to fill out a new cancelation request and I will get it submitted as soon as I receive it back

Consumer came into our dealership with hopes of refinancing vehicle after owning for months with on time paymentsDealerships finance and sales team informed her that it would not be possible at that time to refinance CRM spoke to consumer 4/21/and explained that our team has changed employment a couple time since she last spoke to themI offered her the opportunity to start from scratch with me and my new finance managers and sales team to evaluate her options with refinancing her vehicleConsumer is to come in and have her vehicle looked at by my Used Car Manager and then speak to the dealerships finance manager to reevaluate her current loan, how much we need to bring down her payoff to have the bank accept a refinance(Options; cancel warranties and gain refunds) Consumer still needs to come into the dealership to begin this process

March 15, Revdex.com Station Drive Ste DuPont, WA To Whom it May Concern, Customer [redacted] came in to talk to finance about the trade in of the motorcycle11/28/customer filled out, in complete, a credit app form with his and his fiancé's information and signed the credit appCustomer [redacted] was fully aware that with the filled out form his credit would be pulledIf no deal is made from this credit pull and information check then all forms are shredded for customer confidentiality 11/30/ [redacted] states she left Ian C [redacted] a message, however we received no phone call or voicemail from customer Should you have any questions or concerns regarding this claim, please do not hesitate to reach out to meI can be reached via phone at: 503-284-ext [redacted] or via email at: s [redacted] @toyotaofportlandonbroadway.com, Monday through Friday 8:30am – 4:30pm Respectfully, [redacted] Customer Relations Manager

I have left the customer a voicemail today 6.29.17. I have received the approval to unwind this customers vehicle purchase(Refund and take back the car) When the customer gets back to me we will start the process for her. Thank you Savannah C***

Complaint: [redacted]I am rejecting this response because:
 
I found the following CRF for Equal Credit Opportunity Act (Reg B) regarding record retention.  Please advise.
 
Thank you for your time,
 
[redacted]
 
https://www.gpo.gov/fdsys/pkg/CFR-2016-title12-vol8/xml/CFR-2016-title12-vol8-pa...⇄ />  
Title 12 - Banks and Banking
Volume: 8Date: 2016-01-01Original Date: 2016-01-01Title: PART 1002 - EQUAL CREDIT OPPORTUNITY ACT (REGULATION B)Context: Title 12 - Banks and Banking. CHAPTER X - BUREAU OF CONSUMER FINANCIAL PROTECTION.
Pt. 1002PART 1002—EQUAL CREDIT OPPORTUNITY ACT (REGULATION B)
 
§ 1002.12Record retention.(a)Retention of prohibited information.A creditor may retain in its files information that is prohibited by the Act or this part for use in evaluating applications, without violating the Act or this part, if the information was obtained:(1) From any source prior to March 23, 1977;(2) From consumer reporting agencies, an applicant, or others without the specific request of the creditor; or(3) As required to monitor compliance with the Act and this part or other Federal or state statutes or regulations.(b)Preservation of records—(1)Applications.For 25 months (12 months for business credit, except as provided in paragraph (b)(5) of this section) after the date that a creditor notifies an applicant of action taken on an application or of incompleteness, the creditor shall retain in original form or a copy thereof:(i) Any application that it receives, any information required to be obtained concerning characteristics of the applicant to monitor compliance with the Act and this part or other similar law, and any other written or recorded information used in evaluating the application and not returned to the applicant at the applicant's request;(ii) A copy of the following documents if furnished to the applicant in written form (or, if furnished orally, any notation or memorandum made by the creditor):(A) The notification of action taken; and(B) The statement of specific reasons for adverse action; and(iii) Any written statement submitted by the applicant alleging a violation of the Act or this part.(2)Existing accounts.For 25 months (12 months for business credit, except as provided in paragraph (b)(5) of this section) after the date that a creditor notifies an applicant of adverse action regarding an existing account, the creditor shall retain as to that account, in original form or a copy thereof:(i) Any written or recorded information concerning the adverse action; and(ii) Any written statement submitted by the applicant alleging a violation of the Act or this part.(3)Other applications.For 25 months (12 months for business credit, except as provided in paragraph (b)(5) of this section) after the date that a creditor receives an application for which the creditor is not required to comply with the notification requirements of § 1002.9, the creditor shall retain all written or recorded information in its possession concerning the applicant, including any notation of action taken.(4)Enforcement proceedings and investigations.A creditor shall retain the information beyond 25 months (12 months for business credit, except as provided in paragraph (b)(5) of this section) if the creditor has actual notice that it is under investigation or is subject to an enforcement proceeding for an alleged violation of the Act or this part, by the Attorney General of the United States or by an enforcement agency charged with monitoring that creditor's compliance with the Act and this part, or if it has been served with notice of an action filed pursuant to section 706 of the Act and § 1002.16 of this part. The creditor shall retain the information until final disposition of the matter, unless an earlier time is allowed by order of the agency or court.(5)Special rule for certain business credit applications.With regard to a business that had gross revenues in excess of $1 million in its preceding fiscal year, or an extension of trade credit, credit incident to a factoring agreement, or other similar types of business credit, the creditor shall retain records for at least 60 days after notifying the applicant of the action taken. If within that time period the applicant requests in writing the reasons for adverse action or that records be retained, the creditor shall retain records for 12 months.(6)Self-tests.For 25 months after a self-test (as defined in § 1002.15) has been completed, the creditor shall retain all written or recorded information about the self-test. A creditor shall retain information beyond 25 months if it has actual notice that it is under investigation or is subject to an enforcement proceeding for an alleged violation, or if it has been served with notice of a civil action. In such cases, the creditor shall retain the information until final disposition of the matter, unless an earlier time is allowed by the appropriate agency or court order.(7)Prescreened solicitations.For 25 months after the date on which an offer of credit is made to potential customers (12 months for business credit, except as provided in paragraph (b)(5) of this section), the creditor shall retain in original form or a copy thereof:(i) The text of any prescreened solicitation;(ii) The list of criteria the creditor used to select potential recipients of the solicitation; and(iii) Any correspondence related to complaints (formal or in
Sincerely,[redacted]

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.
Toyota of Portland has said they will take care of this matter and will now forward on my cancellation request to the appropriate party.   I just wish that it would have been handled internally instead of having had to be taken to the Revdex.com to referee the outcome.I trust they will keep their commitment to me.  If a problem arises from this issue, I will contact the Revdex.com again for assistance.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I did not inquire about a coupon for brakes I called to get a quote for brakes to decide if I would schedule my brake job with Broadway Toyota or elsewhere. The Scheduling attendant said they were having a sale on brakes and it would be $229.90 for all four brakes, at no point in the conversation was per axle mentioned. When I dropped off my four runner on 2/27/2016 with Alisa Burge she asked me what I expected to pay for my brake job and I responded $230. She said $229.90. At no time was $229.90 per axle mentioned. When a customer tells you what they are expecting to pay it is the TOTAL bill not a number times "x". Alissa is not telling the truth in this matter to protect her job. I was never provided a copy of a pre-work order which according to Broadway Toyota the customer is supposed to receive. If at any point I would have been told "per axle" or received paperwork with the estimate I would have immediately canceled the appointment and taken my business elsewhere. The paperwork I received after returning to the dealer had been modified after I left the vehicle. The quote had been overwritten and if the dealer is claiming they have a signed quote I want them to produce an original that has not been modified after the fact. I made an offer that contingent on the matter being resolved then and no longer valid when I left the dealership. I did notify them of my intent to rent a car, hire a lawyer and pursue them for lost wages. My wife advised me to pay the false bill and then contest it. I paid the bill under duress which is noted on the paperwork the dealer has and I noted I had been given a false phone quote. I should have noted at the time that at no point did Alissa say anything about per axle or a different total than $229.90. I note that Broadway Toyota failed to mention that when I was going to pay the bill Alissa refused to release the car and I had to threaten to call the police. This occurred directly in front of my family. I have contested $229.90 with my bank and have contacted the Oregon Department of Justice, complaint # FF1204-16. In retrospect it seems to me that Broadway Toyota should provide the customer with a printed copy of the work that is being done with a breakdown of parts and labor that are expected like you receive when you go to pay. This would avoid any confusion the cost and avoid employee's trying to change paperwork after the fact. The paper sitting in front of me right now clearly shows that it has been modified and this would not have been needed unless the document was originally written up wrong. Sincerely, [redacted]
3/15/2016

March 15, 2016
Revdex.com
1000 Station Drive
Ste. 222
DuPont, WA 98327
Complaint: [redacted]
To Whom It May Concern,
On March 11, 2016 Toyota of Portland received the letter from the Revdex.com regarding customer complaints made by [redacted]....

This communication is to notify you the we have done our communications with the customer.
On February 22nd customer contacted Toyota of Portland to schedule an appointment for a brake service. Customer inquired about a coupon for $229.95 *per axle, for a brake service. The scheduling attendant confirmed that there is a coupon for brakes. Customer scheduled appointment for February 27Th 2016.
On Saturday 2/27/16 customer [redacted], with a 2006 Toyota 4runner (VIN: jtebu14r560092691 ) Work order # 23372, had an appointment for front and rear brakes. He said he was quoted $229.95, which service advisor said ok $229.95 for the coupon we have online is per axle. The customer did not have the coupon at the present time which then the service advisor quoted him for a total of $459.90 for the brakes. He said okay signed the pre-work order and left. Customer came in, in the afternoon to pick up the 4runner. At this point he was upset about the price for picking up the 4runner. A second service advisor asked to speak to the first advisor. Both advisors sat down with customer and went over everything. Customer at this point said he was quoted over the phone for $229.95 for both front and rear brakes. Which we replied “no the coupon online that we are using is $229.95 PER axle.” Customer then refused to pay the bill.
           
The service manager was then contacted whom offered the customer $50.00 of the service for the inconvenience.  Customer said he would only pay no more than $360.00, period. His bill was $459.90 as he had signed for. Customer stated he didn't pay any attention to what he was signing earlier in the day. He then stated if we would not bring the bill down to $360.00 he was going to leave the car, get a lawyer and make us pay for the rental car. He has to have a car to drive and we are going to pay his lost wages since he would be having to come in on Monday to figure everything out. Service advisor said “okay I will keep your car and we will see you Monday.” He walked outside and came back in asking both advisors again. We let Mr. [redacted] know that we are no longer allowed to help him because he was going to seek legal help and that he needed to go through the legal department. He asked us to get that contact info for him. The service advisors did, and gave him a card with the correct info on it.
  Customer at this point said he would pay the bill in full ($459.90) and take his car he said he was going to put on our paper work that he was only paying the bill under false pretenses. Customer then asked for a copy of all paperwork. The car was then brought around after the bill was paid in full. Our lot porter on duty lot porter, brought it around to the front and handed the customer his keys and customer then left the premises.
            Should you have any questions or concerns regarding this claim, please do not hesitate to reach out to me. I can be reached via phone at: 503-284-1105 ext.[redacted] or via email at: [redacted]@toyotaofportlandonbroadway.com, Monday through Friday 8:30am – 4:30pm.
Respectfully,
Savannah C[redacted]
Customer Relations Manager

March 15, 2016
 
Revdex.com
1000 Station Drive
Ste. 222
DuPont, WA 98327
 
To Whom it May Concern,
 
Customer [redacted] came in to talk to finance about the trade in of the motorcycle. 11/28/2016 customer filled out, in complete, a credit app...

form with his and his fiancé's information and signed the credit app. Customer [redacted] was fully aware that with the filled out form his credit would be pulled. If no deal is made from this credit pull and information check then all forms are shredded for customer confidentiality.
 
11/30/2016 [redacted] states she left Ian C[redacted] a message, however we received no phone call or voicemail from customer.
 
Should you have any questions or concerns regarding this claim, please do not hesitate to reach out to me. I can be reached via phone at: 503-284-1105 ext. [redacted] or via email at: s[redacted]@toyotaofportlandonbroadway.com, Monday through Friday 8:30am – 4:30pm.
 
Respectfully,
 
 
 
 
[redacted]
 
Customer Relations Manager

Spoke to customer and apologized for the non communication. I have asked him to fill out a new cancelation request and I will get it submitted as soon as I receive it back.

Due to the holiday weekend, old information was pulled for our contacting. Using different systems that we may not have altered for his information. We will have it remedied today. His information will be removed from all calling forms.  Thank you Savannah C[redacted]@toyotaofportland.com

Consumer came into our dealership with hopes of refinancing vehicle after owning for 9 months with on time payments. Dealerships finance and sales team informed her that it would not be possible at that time to refinance.
CRM spoke to consumer 4/21/2016 and explained that our team has changed...

employment a couple time since she last spoke to them. I offered her the opportunity to start from scratch with me and my new finance managers and sales team to evaluate her options with refinancing her vehicle. Consumer is to come in and have her vehicle looked at by my Used Car Manager and then speak to the dealerships finance manager to reevaluate her current loan, how much we need to bring down her payoff to have the bank accept a refinance. (Options; cancel warranties and gain refunds)
Consumer still needs to come into the dealership to begin this process.