Toyota of Riverside

Deal was unwound 10-25-17 @2:40pm, customer did not want to roll negative equity into purchase

Initial Business Response /* (1000, 5, 2016/04/25) */
Customer was accommodated and unwound from an earlier purchase of a 2016 Sienna due to her not feeling comfortable with the vehicle after a check engine light came on (diagnosed as an oxygen sensor).The vehicle had over 400 miles on it since...

it's purchase.
We advised the customer at the time that the vehicle would now have to be sold as used and would lose all incentives, rebates, new car pricing, etc. so we would be charging a restocking fee. The unwound vehicle was then sold as used at a loss of 2000.00 (we have dated documents to support this). The customer later called on Apr 11th and stated she was unhappy with the re-stocking fee. As the new deal was already funded and her trade-in paid off, we offered to provide a free tank of gas (this was noted on her name file in our DMS system (also dated documentation to support this), however, service dept. apparently missed the note and advised the customer to see the sales dept to clarify/acknowledge the goodwill offer.
In addition, the customer states that she paid 1900.00 for a rear DVD system - this is not true, the contract shows that the DVD system was charged at 1000.00 parts and labour. This particular accessory is installed and quoted by a 3rd party vendor..
After speaking with the VP of the company - he has agreed to refund the restocking fee of 900.00 to the customer as a goodwill gesture and a message was left on the customer's voicemail as of 04/25/16 at 10:35am.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Residual is not added to a new loan, negative equity (the amount remaining to satisfy the lease)is. No lender "forgives" the remaining balance on a loan whether it is a lease or a retail sale. If another car is purchased and there is negative equity remaining on the previous term, it is incorporated...

(rolled)into the new deal. We are currently working with this customer to see if we can help. There appears to be a misunderstanding on what she owes on her current vehicle, the residual would be considered only once the lease is completed and the customer decides to buy the car out. She has been contacted by our General Sales Manager to explain this and is coming in to the dealership 10-26-17.

[redacted] did in fact contact our dealership and did in fact deal with our salesperson Godwin. However, the statements from the Sales Manager and the Salesperson differ in that, the customer defined what he wanted to pay for a new TRD and what he wanted for trade value. Back and forth...

negotiations occurred and ultimately the customer was told that if we were to give him the TRD at the price he wanted, we would not be able to pay the trade price he wanted (the TRD price was below invoice price).....The customer continued to press for his ideal bottom line and the final statement from the Salesperson (as indicated in the text messages that the customer sent me) was “sorry man”, indicating a deal could not be made. When the customer contacted Godwin again, Godwin stated that yes the customer could come to the dealership, welcoming another chance to try and negotiate a fair deal, but the customer mistook that as an agreement that we would provide the pricing that the customer kept requesting. I spoke with the customer after the fact, received the copies of the texts from the customer and confirmed that there was not a commitment to any deal....no contract was initiated, the customer was not happy, and did not accept that there was a misunderstanding and that he played a role in that misunderstanding. He is welcome to see if another Toyota dealership will sell their vehicles at a loss.   Thank you,     Regards, Cathryn Fleming Customer Relations Manager

I am rejecting this response because: I am no longer going into Toyota of Riverside today as stated in the response.  I had received a phone call from [redacted], we talked several times throughout the day. During our first conversation he acted like he understood and I felt like he was going to take care of me and fix this situation. I did tell him I would go see him on Saturday because he said he had a great deal for me.  I did't want to waste my time of their's so I asked the simple question, what is it that your going to do for me.  He said that he had a car that was returned and could workout a deal for me. The deal was not much of a deal for me I am not interested in rolling over 7,000 onto a new deal. In my original complaint I used the term residual because that was the same word used to describe what had happened to me by a finance manager from Toyota at one point in time.   I told [redacted] the only way this situation will make sense is if they buy back the car for what is owed and we start the process over, he said that he needed to speak to the higher ups and get back to me.  I have yet to hear back.  It saddens me that I have only owned Toyota cars and now my love for Toyota has ended.  I can't even get my car serviced without being reminded about what happened, and the look on any sales associate that hears and sees how bad we were screwed is confirmation on how I feel.

I am rejecting this response because:
Please pardon the delay for this response. I had to obtain copies of all documents produced by the business for review.  In their response they mentioned that my niece who brought the vehicle in signed a document for a courtesy inspection. I obtained a copy of the document they referred to RO#12460 and this proved not to be a true statement as there is no signature.  As I mentioned before the problems I cited in the original complaint only manifested themselves immediately after leaving the dealership and I still would like the aforementioned follow up and outcome.   [redacted]

Authorization was received initially via signed RO and subsequently via phone by both Mr and Mrs [redacted].
Many conversations took place over the course of 2 weeks to insure customer(s) were aware of the reason for engine teardown and the reason for a deposit to begin teardown.

The attached document from customer is the customer copy of initial RO.
I have attached the signed Invoice and the signed RO. Again, inspection is done as courtesy at no charge to customer...no work was performed other than recall