Toyota of Redlands

Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ I apologize that the customer feels that they were treated unfairlyWhen a customer trades in a vehicle with us, we do take in to account all the features and upgrades that they had made to that vehicleJust because a customers adds it to their trade vehicle does not mean that it will automatically be added to their new purchaseLo-jack and Cilajet are additional items and would have to be paid forThey are not included on a new purchaseIf the customer were to negotiate that for their new purchase that would have been included into the price of their vehicle If the customer had an issue with this, they could have contacted us much much sooner or even declined to sign the contract for their vehicleToyota of Redlands will not be issuing a refund for the items that were previously on their trade vehicle

I am writing in response to the customer's complaint with Toyota of RedlandsThe customer's issue has been addressed and resolved in August 23, On July 1, the customer brought in his vehicle for a noise and a speaker issueOur technician was unable to duplicate that issueThen the
issue with the bumper was resolved on August 23, We replaced the bumper with all of the clipsThe charge for that was $which Toyota of Redlands coveredThe customer was also provided a vehicle for him to drive at no charge to himToyota of Redlands covered that as wellThe last time the customer was here at the dealership was November 16, and that was for the last free maintenanceWe have not serviced this vehicle sinceNor have there been any other concerns that have been documentedToyota of Redlands will not be taking this vehicle back from this customerThe customer can contact us at anytime with any questions that he may haveThank you

Initial Business Response /* (1000, 5, 2015/07/02) */
Miss [redacted] came in and purchased her vehicle on 5/29/15. Prior to having her due bill issues handled, she had aftermarket window tint installed. She also had some wiring work completed in her vehicle by a family member. On 6/8/15, the customer...

came in to have additional items purchased installed on her vehicle. She had Lo-jack, an alarm, cilajet, door edge guards and well guards, fog lights, and a center arm rest. During the installation of the armrest it got damaged and a new one had to be re-ordered. The customer would have to make a return trip to have the part installed. For the customers inconvenience of the armrest we got the customer a rental vehicle at no charge to her.
When picking up her vehicle she stated that her girlfriend noticed that there was a cut in her seat that was not there before. [redacted] the service manager did a complete inspection of the vehicle and confirmed the cut. She then came to me the following Monday to address her complaints. I let her know that I would get with [redacted], General Manager, then get back to her. She came in 6/15, 15 to meet with [redacted]. He listened to her concerns and went out and inspected the vehicle as well. At that time he did not take responsibility for the damage to her seats. He stated that she had previous aftermarket work done to her vehicle, all of which they would use razors during the installation of her products. At no time during the installation of the products that were installed at the dealership was there a need for a razor. So we did not take responsibility. [redacted] did however assist in the repair of the damage.
The dealership replaced the seat covers on RO#XXXXXX on 6/15/15 in the amount of $1600.00. We then put the customer into another rental vehicle at no charge to her. Now the customer states that she would like monetary compensation for her bumpers and armrest. The armrest is under warranty. SO if there is any damage, that part can certainly be replaced at a Toyota Dealership of her choice. For the issue with her bumpers, Mr. [redacted] told her to take the vehicle to Tom BEll Collision Center and get an estimate for the cost of the repair. He also asked she get 2 other estimates at the place of her choosing. He stated that he would pay her the bid of the least amount. He also let her know that she can choose to have the repair completed or simply keep the money.
On July 1, 2015, Miss [redacted] responded to the offer made by Mr. [redacted]. She feels that the offer that was made is an attempt to dismiss her. The customer also stated in her response, that she will voice her opinion in multiple public forums and is determined to ensure that no other customer has to deal with the treatment and disrespect which our team had provided if we do not meet her demands.
On July 2, 2015, Mr. [redacted] responded to Miss [redacted] and stated that his actions are nothing more the genuine. It concerns him that she thinks that he is trying to dismiss her, because he is not. That is why he has managers in the positions that they are in so they can address issues if need be. Miss [redacted] mad it very clear that she did not want to return to our dealership. It was made clear to her that she can have the warranty work for the armrest completed at another dealership of her choice. As far as giving her the least amount possible for the 3 estimates for repair, that is far from the truth. It is a way of keeping people honest in their dealings. If the customer does not want to go that route, that is ok too. A front and rear bumper retails at a total of $674.59. If the customer chooses to except that offer then we can have a company check immediately.
Mr. [redacted] and his management staff have gone above and beyond to assist Miss [redacted] and feel that we are not being unreasonable in our request as well.
At this point we are just waiting for Miss [redacted]'s response.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the [redacted].)
When I went in to speak to [redacted] (person who wrote this response) she too was in shock of all the damages on and in my vehicle. She herself said that she wonders if it was all caused by the workers/employees in the detailing department due to the fact that they carry razors with them to assist with taking plastics off vehicles. Todd (service department manager) wakesd in to her office and she also informed him of what she had told me about the razors.
I did take my vehicle to get a sound system installed by a family member and I did take my vehicle to get window tint as well. After all installations, I DID inspect my vehicle due to fear of something happening to it since it wasn't a dealership and my vehicle WAS brand new at the time. No damages were done to my vehicle once the aftermarket installations were complete.
I received a response from [redacted] today ( July 2, 2015). I am doing research on the pricing and so far, I have called other toyota dealerships who have told me the two bumpers themselves, cost $705.05. I was also informed that the bumpers come in black (no paint) and I will need to take them to get painted and then installed for an additional charge. My vehicle is WHITE. I am researching on the total cost amount to get my bumpers. I will be responding once I have a total cost.
Final Consumer Response /* (3000, 16, 2015/07/09) */
I have responded to Mr. [redacted] offer on Monday July 6, 2015 at 2 pm. I am willing to settle for $1,600. I have NOT received a response back from him. I gave it a couple of days and it is now Thursday July 9, 2015. I sent him another email this morning (July 9, 2015) reminding him that I responded to his offer On Monday, asking him if we have an agreement because I would like for us to settle this and stop all paperwork so I can finally go on with my life and get my car fixed. I now feel, more then ever, that I am being ignored and this matter does NOT matter to him.
Final Business Response /* (4000, 18, 2015/07/13) */
Miss [redacted], Mr. [redacted] did not respond to you email because he has been out of the office. When he returns I am sure he will address your email. Miss [redacted] you are NOT being ignored.

Initial [redacted] Response /* (1000, 5, 2016/03/16) */
Mrs. [redacted] and Mr. [redacted] came in yesterday to purchase a 2012 Certified Used Toyota Highlander. They previously were dealing with [redacted] who quote the couple an out the door price of $25,000.00. At the time that the customers came in...

yesterday our computer systems were down through the entire dealership. There was no way for us to run personal credit or even process a credit card payment.
The couple had a trade in vehicle that we were willing o give them $3000.00 dollars for. They did not however bring in the pink slip for that vehicle. When we were verifying the trade it appeared that it had a lien holder. We were unable to do anything with the trade with out the pink slip since the customers stated that the vehicle had been paid off. Secondly we could not process the $5,000.00 dollar down payment that they wanted to make because they had their sisters credit card number hand written on a piece of paper. The sister was not here to sign. It is our policy that we do not except payment from someone without them being here and us being able to properly identify them. Thirdly, the customer wanted to give us a post dated check for the remaining balance of the vehicle.
Our Fleet and Internet director called Mrs. [redacted] a short time ago to try to come up with different options.
Initial Consumer Rebuttal /* (2000, 9, 2016/03/17) */
Issue is resolved thank you for your assistance

Initial Business Response /* (1000, 5, 2016/05/24) */
I apologize that the customer feels that they were treated unfairly. When a customer trades in a vehicle with us, we do take in to account all the features and upgrades that they had made to that vehicle. Just because a customers adds it to...

their trade vehicle does not mean that it will automatically be added to their new purchase. Lo-jack and Cilajet are additional items and would have to be paid for. They are not included on a new purchase. If the customer were to negotiate that for their new purchase that would have been included into the price of their vehicle.
If the customer had an issue with this, they could have contacted us much much sooner or even declined to sign the contract for their vehicle. Toyota of Redlands will not be issuing a refund for the items that were previously on their trade vehicle.

Initial [redacted] Response /* (1000, 5, 2015/12/31) */
I am writing in response to Miss [redacted]'s concern. The customer purchased her vehicle on June 12, 2014 with 70,136 miles. After the ourchase the customer came in on 9/12/14, 75, 297 miles to receive her first free oil change. At that time the...

customer stated that she heard a rattle. It was determined that the door blend actuator needed to be replaced. [redacted] Chevy was contacted and they quoted $1185.00 plus tax for the repair. In that repair the dashboard would have to be removed in order to complete the repair. The customer was aware of this and declined the service at that time. On 11/21/14, 80,326 miles, customer came in for her second free oil change. At that time there was no mention of any squeeks or rattles. On 2/27/15, 86,109 miles, customer came in for her third and last free oil change and again was no mention of sqeeks or rattles. It appears that excesive miles are being put on this vehicle. We have not seen this vehicle since the last service that was performed on 2/27/15.
It is a customer's responsability during the purchase process to decide weither or not they want to add any extra warranties or options at that time.
Toyota of Redlands will not be issuing any refunds of any down payments or any other funds at this time.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the [redacted].)
I do not accept the response of Redlands Toyota..The person in which is responding clearly can not be someone that I've dealt with because I did request another car and that person name was [redacted] in Services. My sales person was [redacted] The Finance Manager was [redacted] and the other Finance Manager who re-did the contract and promised if I kept the car another year name is [redacted]. But regardless to facts it doesn't matter how many miles I drove on a car thats only 5 years old. A 2011 car should not blown a engine in having within only a year and 6 months. I got all the services it was needing as scheduled. The car never ran hot and no light ever came on as a sign of engine going out. Fact being I drove a 1988 Chevy [redacted] bought from the Auction up to 178,000 until 2001. I then purchased a 1998 Chevy Malibu that I bought from a Mom an Papa dealer that I drove up until 2009 replacing only the plastic Radiator causing the engine to run hot many of times. That cars check engine stayed on the last 2 years of driving it was still drivable before I sales it with 198,000 miles on it. I drove the Malibu from Los Angeles to Fullerton to work everyday then from Adelanto to City of Brea for 2 years. I refuse to believe that those few miles on a 2011 Impala caused that engine to blow in such a short amount of time. As long as you keep the oils change and the fluids filled and the brakes and tires check any car should last. I trusted Redlands of Toyota to sale me a quality used car considering its suppose to been consider a top selling dealer. I believed that this cars engine was still under warranty not expecting it to be up after just one year like promised. I truly believed that I had purchased a car that I would be able to trade in for an upgrade later if need be. Based off the proof from Walmart and [redacted] I was sold a defective car forced on me to make a sale off misleading lies. So no that answer is not good enough due to all the sworn promises on that day I was willing to return it.
Final Consumer Response /* (3000, 21, 2016/01/14) */
I would like a copy please of those items For my records of the voluntary repo. I will be surrendering vehicle
Final [redacted] Response /* (4000, 23, 2016/01/15) */
I received an email from the Revdex.com on January 8, 2016 at 4:02 pm stating that our company has made a good faith effort in an attempt to resolve this issue; therefore you are closing this case at this time.
As far as we are concerned this issue was closed.

This customer was a first time service customer who had never been to our dealership before. We adjusted his brakes and got the light to turn off. The cost of the repair was approx. $120.00. The customer then returned to the dealership at about 6:30 pm yelling and screaming that our technician...

blew the speaker on his car. Upon the service manager going out to inspect the vehicle, the customer plugged in his cell phone to the radio unit and proceeded to turn the volume up on the phone and on the radio unit. The speakers on this vehicle are the original speakers per the customer. They are not made to have the radio unit turned up the way the customer turned it up. The service manager spoke to the owner who denied all responsibility of blowing the speaker but out of the goodness of his heart decided to get the customer a new speaker. We got a $260.00 speaker for the customer and the customer came and picked it up last week. The customer stated how happy he was and thanked us very much. I do not understand why this complaint was even filed when the issue was resolved to the customers satisfaction.