Toyota of River Oaks

Initial Business Response / [redacted] (1000, 8, 2014/12/31) */ Contact Name and Title: [redacted] GM/Partner Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @toyotaofriveroaks.com Here at Toyota of River Oaks everything we do is about our customers and their experienceWe know that we are not perfect, however we will always do what is right and make it rightEvery single document signed by every single customer is given to every single customer every single timeThe STform was mailed to Mrs [redacted] as wellIn this case, we are sorry for not having been able to get Mrand Mrs [redacted] in quicker the night they where here to buy their new ravHowever, they did come in on Black Friday which is obviously a very busy day for retail stores and we did pay for their dinner that night for the delay in getting them into our finance officeWe strive to always do our very best and always go above and beyond to do the right thingAll numbers and all paper work is done with full disclosures and signed by our customersAt this time I am considering this matter closed Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: This answer is still not acceptable because all Mr [redacted] did was mouth wordsSee each point below #We still do not have the StWe do not believe that it was mailed for one major reasonOur mail here is exceptionalThe fact is they did not do what they were supposed to do initially and give it to us WHEN WE SIGNED OUR PAPERS #We had to sign additional papers for them two days laterWe still do not have copies of those papers #2AWe did get copies of all the papers we signedWE DID NOT GET THE STTHAT IS A LEGAL PAPER AND SHOULD HAVE BEEN ONE OF THE FIRST GIVEN TO USHe can "mail it" until kingdom comeThe fact his his representative did not give us that paper on November 29, Period #Mr [redacted] charged us $over MSRPGiven the outrageous amount of time the "sale" took, more than hours, that would be the decent thing to do #4.If Mr [redacted] couldn't, wouldn't hire enough people to take care of his customers properlygetting them in and out in tohoursthen he shouldn't open his doorsMore than hours is totally unacceptable I (We) my husband and I do NOT accept his reply Thank you in advance [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/03/20) */ Contact Name and Title: [redacted] GM/Partner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @toyotaofriveroaks.com I have called and left messages so far the last is today Friday March 20, at 10:amI would love the opportunity to speak with Mr [redacted] and find a resolution to this problemI will reach out again next week or when I get a response back from Mr***My direct line is (XXX) XXX-XXXX [redacted]

Initial Business Response /* (1000, 8, 2014/12/31) */
Contact Name and Title: [redacted] GM/Partner
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@toyotaofriveroaks.com
Here at Toyota of River Oaks everything we do is about our customers and their experience. We know that we...

are not perfect, however we will always do what is right and make it right. Every single document signed by every single customer is given to every single customer every single time. The ST556 form was mailed to Mrs. [redacted] as well. In this case, we are sorry for not having been able to get Mr. and Mrs. [redacted] in quicker the night they where here to buy their new rav4. However, they did come in on Black Friday which is obviously a very busy day for retail stores and we did pay for their dinner that night for the delay in getting them into our finance office. We strive to always do our very best and always go above and beyond to do the right thing. All numbers and all paper work is done with full disclosures and signed by our customers. At this time I am considering this matter closed.
Initial Consumer Rebuttal /* (3000, 10, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern:
This answer is still not acceptable because all Mr. [redacted] did was mouth words. See each point below
#1. We still do not have the St556. We do not believe that it was mailed for one major reason. Our mail here is exceptional. The fact is they did not do what they were supposed to do initially and give it to us WHEN WE SIGNED OUR PAPERS.
#2. We had to sign additional papers for them two days later. We still do not have copies of those papers.
#2A. We did get copies of all the papers we signedWE DID NOT GET THE ST556. THAT IS A LEGAL PAPER AND SHOULD HAVE BEEN ONE OF THE FIRST GIVEN TO US. He can "mail it" until kingdom come. The fact his his representative did not give us that paper on November 29, 2014. Period.
#3. Mr. [redacted] charged us $368.25. over MSRP. Given the outrageous amount of time the "sale" took, more than 5 hours, that would be the decent thing to do.
#4.If Mr. [redacted] couldn't, wouldn't hire enough people to take care of his customers properlygetting them in and out in 2 to3 hoursthen he shouldn't open his doors. More than 5 hours is totally unacceptable.
I (We) my husband and I do NOT accept his reply.
Thank you in advance
[redacted]

Initial Business Response /* (1000, 8, 2015/03/20) */
Contact Name and Title: [redacted] GM/Partner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@toyotaofriveroaks.com
I have called and left 2 messages so far the last is today Friday March 20, 2015 at 10:04 am. I would love the...

opportunity to speak with Mr. [redacted] and find a resolution to this problem. I will reach out again next week or when I get a response back from Mr. [redacted]. My direct line is (XXX) XXX-XXXX
[redacted]