Toyota of San Bernardino

I am so disappointed that even the customer relation manager is not answering to the right issue, even after speaking with her and explaining the whole subject very clearly.? In her response to my claim, she says that she made it clear that I can cancel the GAP insurance and that's not the pointMy complaint is all about the fact that the finance manager who did the paperwork for us did not mention that my monthly payment will not go down if I decided to cancel the GAP insurance.? Mrs.? [redacted] as well as her finance director keep repeating the same informationI am only now aware that if I cancel the GAP insurance my monthly payment will not go downI have the right to know that prior to enrolling in the GAP insuranceAnd the responsibility lies on the finance manager who sold the GAP insurance to me, which he failed to do, either intentionally or unintentionallyAnd [redacted] has even apologized for that, which is an acknowledgement that there has been a mistake on their part.? What I need now is more than an apologyI need the situation to be fixedI need my monthly payment to go down by the GAP insurance amountThat's itI don't need apologies or sympathyAnd since Toyota of San Bernardino is the one responsible for this mistake, it cannot just withdraw from the whole situation by throwing the ball to the finance company of Toyota or any other entity.This is unprofessional business practice that depends on manipulating the clients and trapping them into buying services or products without giving the full information on them, then refusing take responsibility and correct their mistakes.I need to have my monthly payment go back to its original value of $

I have reviewed the email and ask that you refer to the GAP agreement. On the back on the GAP agreement it speaks of the cancellation agreement. Please refer to Section 6 - cancellation, paragraph B. This should answer your questions and/or concerns.Warm regards,[redacted]Customer Relations ManagerToyota of San Bernardino

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.

The issue has been resolved. A refund was issued to the customer.

Good afternoon [redacted],
I spoke with [redacted] earlier this morning regarding not only their experience with our dealership but the cracked windshield. I apologized for [redacted] her husband getting the run around from our receptionist and reminded her that that is not how we do business here at Toyota...

of San Bernardino. We do pride ourselves in customer service.
After speaking with [redacted] and seeing what her schedule permitted she is available to come in on Saturday to have us put in a brand new windshield on her Camry. She will be here at 10am to have this done. I also offered to provide a rental car since the repair will take about half day. She declined the rental and thanked me for the offer.
Please let me know [redacted] if you need anything further on my part.
Have a wonderful Friday!

Good Morning,The first concern regarding false information on credit application is just for insurance information not being filed out on applilcation, the second concern was for lack of obtaining insurance.We do not provide insurance for our customers for we are not insurance brokers. We have customers sign an Agreement to Furnish Insurance which lists their insurance company, agent, policy number and  vehicle identification, which is provided to the approved finance company. The finance company will add insurance and charge the customer for that insurance. The agreement to furnish insurance is the customers responsibility, not Toyota of San Bernardino's. Currently, we have a an outstanding balance due from the customer in the amount of $7443.68.At no time was Toyota of San Bernardino trying trick or mislead the customer.Please contact me if you have any questions.Thank you,[redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
After reviewing the history and the customer complaint, I have sent an apology to the customer and a cancellation form with instructions to help expedite this pro-rated refund. The warranty is like insurance just because you don't use it doesn't...

mean you get a full refund. e has had coverage and this will be pro-rated from the time of purchase.
Also, his vehicle's date of fast use was October 28, 2012 and currently has approximately 7,800 miles. So in 3 years he drives 200 miles a month, This can drain a battery just by sitting and not get any use. He did state to our Service Manager [redacted] that the car has sat for a month a time. The current battery is testing fully charged and no concerns at this time, We can not just replace parts on his vehicle.
As far as is tech going to the customer house, we will not be able to fulfill his request. Due to insurance and liability all work must be performed here or another Toyota facility. Also, we would not be able to have the right computer or tools to accommodate his request. He is welcome to go to another facility of his choice at his expense.
Thank
for you assistance.
[redacted] Customer Relations Manger XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several errors in this businesses reply. First, I never stated The car had no been started for a month. Prior to the battery going dead the last time the car had not been driven for at most one week, and then one week before I called AAA. When asked by AAA technician when car was last driven I told him two weeks which included the one week it had a dead battery. This is exactly what I told the Toyota of San Bernardino Service Dept. The AAA tech said this should not have caused the battery to go dead. He stated the battery was a good battery and the odds of two batteries going bad in this short of time were almost zero. He stated there must be something with the car draining the battery. The part of a Toyota tech coming to my house was told me by a rep from the Toyota Corp. Another rep from Toyota admitted this was in error and that what would really happen would be Toyota would possibly send out a Company tech to the dealer to inspect my car. This is not the first time I have had problems with this dealer. Every time I take I take my other Toyota into this dealer for pre paid maintanence they change the display. One time they changed it to kph instead of mph. One time they set up a battery charging schedule so I could only charge during certain hours. Took me awhile to fix this. Another time they told me a service was not covered under the pre paid plan and charged me for the service. After I read the owners manual I learned the service was not due at 15,000 but instead at 30,000, which was the reason for it not being covered. They did eventually refund me this. It is strange why they have given me such a bad time as I have bought four cars (3 new one used) from this dealer since 2010. Makes me wonder how they treat customers who come in for service who bought their car someplace else.
I have since contacted both the Toyota Corp. and Toyota Financial. Toyota Financial has told me they can give me a full refund on the useless warranty I purchased, but they would need the cooperation of Toyota of San Bernardino. A reputable company would see that this is taken care of. Also a reputable company that has not made a mistake does not have to apologize. Apologizing and then saying the customer was at fault at best is not good customer service. A company that is not in the wrong does not need to apologize. I have told the public relations manager that if they take care of this issue to my satisfaction I would consider them when I someday need a new or used car. I can state here a longer list of problems I have had with this dealers service dept but it would go over the allotted space. Funny thing is that I have never had problems with their sales staff. One salesperson sold us three cars. Finance lady also was great. Maybe the fact that these individuals no longer work here should tell me something. I am still waiting if this dealer is going to do the right thing. If so I will get a full refund of my never used warranty.
Anyone reading this may want to look at other reviews on the Revdex.com or go to Yelp and read their reviews.

Initial Business Response /* (1000, 8, 2016/04/20) */
[redacted] our Service Drive Manager has been in contact with the customer. Also, I have spoken to him as well. We had to order a new wheel for the vehicle, when it arrived it was damaged. We reordered a new one and it was balanced yesterday...

4-19-16. We will install and rest drive today before delivering the vehicle back to the customer. Also, we will refund the money as requested for the brakes and also a credit of $600.00 has been credited to his customer account.
Please call if you have further concerns.
Sincerely,
[redacted]
Customer Relations Manager

I am rejecting this response because:When they sent the letter stating that they would sell the car. The letter stated that I provided false information on my credit application.It also stated that we failed to obtain or maintain required insurance, am I being tricked? Something does not make sense!Why does the letter say these things against me, or even at all. When I told them that only one car on my policy has full coverage.so everyone told us that we would get insurance from them for a month. Instead they would try to trick us into buying their insurance.The day we purchased the car they said we were approved by a finance company. since than I have received letters from several banks saying that I am beingdenied financing. So my credit is being ran over and over again which will ruin my credit even more. We did not provide any false information which they say we did in the letter to sell the car. we did sign the agreement to furnish insurance which was also a setup.They knew we only had liability on the trade in car, so they had us sign an agreement to furnish insurance. So that after the 3 days They could charge us for full coverage insuranceOn the trade in car. If we did not provide full coverage for the new car(trade-in car). But we had an car accident before the 3 days passed. No one ever said that they would try to use my insurance to cover me.No one said that my insurance company was suppose to cover me, why would I think that when I didn't even add the car the insurance. If they were not suppose to provide us with insurance, why did they give us agreement to furnish insurance, which would give me full coverage after 3 days if I did not change the liability coverageon my trade in car. That's because they were trying to set me up to just take the large down payment that was spent on the car and lying to us telling us we would be covered by them . Knowing that a finance company does not finance anyone with out full coverage. Also knowing we only have liability insurance would have tricked us into paying for their premium insurance after the 3 days.This is unfair treatment tricking first time buyers, They lied to us about what they would provide. These were verbal agreements that meant nothing after we talked to a finance manager ([redacted]).now we are left with no car, and a balance that they want us to pay for a car that is not even in our possession or can't have possession of until the debt is paid. There is confusion, because of agreements made before the actual purchase of the car are not being fulfilled.

Good Morning,   My name is [redacted], and I am the Controller at Toyota of San Bernardino.   I am responding to an email that you sent to our General Sales Manager, [redacted].   This is in reference to the 2015 Toyota Yaris that Toyota of San Bernardino sold to [redacted]...

[redacted] & Majanique Veal on January 21, 2017, for a purchase price of $12941.00 plus tax, license, and warranties that were purchased. Mr. [redacted] gave us $9000.00 down payment.   I would like to start out by saying that Toyota of San Bernardino is not an insurance company. We do not provide insurance for customers. We can, upon customer request, arrange for an insurance binder from an outside vendor. This was not the case.   It is a normal proceedure that we ask if the customer has vehicle insurance, and we do have them sign an "Agreement to Furnish Insurance" form, but it is not mandated that insurance be provided on a vehicle purchase.   Unfortunately, Mr. [redacted] was in an accident the day after they purchased the vehicle, and there insurance company would not insure the vehicle.  Mr. [redacted] had the vehicle towed to the body shop that is next to our dealership.   Toyota of San Bernardino would have been unable to secure financing for Mr. [redacted] now that the vehicle was damaged.   Mr. [redacted] wanted us to release the vehicle back to him so he could have it repaired. We informed him that we could release the vehicle to him if he pays the balance due. Majanique Veal informed me that they don't have the money to pay.   I contacted our legal counsel, and was instructed to proceed with a "Notice of Intent to Sell Motor Vehicle", for since the customer had the vehicle towed to the body shop that we use, it is now deemed a voluntary repossession.   We will be obtaining three (3) wholesale bids on the vehicle. We will take the highest bid. That dollar amount will be deducted from the balance due on the vehicle sales contract.   If you should have any further questions, please contact me at ###-###-####.   Thank you,   [redacted] Controller Toyota of San Bernardino

Initial Business Response /* (1000, 5, 2015/10/09) */
Customer has brought his vehicle in as stated 7-12-13@2184, came in for an electrical issue with the heated seats. At this time we would not have rotated the tires.
XX-XX-XX @ 6k miles for a campaign regarding the AC. At this time customer...

stated he does all his own maintenance.
X-XX-XX @ 16k miles, seat cover concern and was replaced.
We didn't do any repairs or maintenance until 33,481 when the customer came in stating the struts were leaking. After further diagnoses we determined the struts were not damage or leaking. The vehicle did need 4 tires and there was impact damage to the right front tire. Customer stated he has not done a tire rotation since the car was new.
We have declined assistance due to lack of maintenance history on the vehicle. He had Toyota Care which includes maintenance for 2 years and 25k miles and the customer choose not to use this service and did his own servicing.
Thank you in advance
Rene [redacted]
Customer Relations Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
item #1 I agree with , everything else is a save their behind lie. I was in @ XX-XX-XX and they disconnected the heated seat because it came on while I was driving and wouldn't cut off. I was not asked about any maintenance. Toyota care is supposed to be free service for buying a New Toyota, Any and all maintenance that is not recorded that is in the Toyota Care package is required to be performed any and every time a new Toyota in taken into the shop. Why my car didn't get the tires rotated @ 6K, 16K, and 33K? I was informed by Mr [redacted] when he was filling out my order that Toyota Care was free. That was the first time I heard it. I told him , if I knew that I would have driven here each time that Maint. light came on for oil change because I'm Disable and Retired and nothing would keep me from coming here for the free service. I looked it up "Toyota Care" and called Toyota of America and they investigated the complaint and offered me $250.00 to get new tires, I refused, because bad STRUTS will cause new tires to wear out as the ones are on the car now.I told them the My tire shop inspected the tires and told me to bring the car back to the dealer and have them replace the STRUTS and tires because the STRUTS are bad.I never mentioned any leaking, I never look at the STRUTS I did look at the tires that they said nothing was wrong with them. The manager said they were not leaking, that is why he said they were not bad. I asked him did he drive the car to see and feel the problem he said, no. I will take the STRUTS off and have tested per the specs. check them out and if they are bad I will go to court and have the dealer pay me for all my cost for testing, court cost and new STRUTS. Since the STRUTS aren't leaking the Specificifications should be normal or near normal.I told Mr [redacted] that I do my own maintenance because I took my car in to have the oil changed and they forgot to put oil in the car and I nearly burned up my engine. That is where [redacted] got the maintenance statement but that was after 33K was on the cay not the first , second or third time the car was in their shop. If the pressure in the struts is not even or the oil level is not high enough the STRUT will not work correctly and will not leak but they will drive strangely and if the manager has driven the car he would have a better understanding, but that is not his business to correct items it is to find ways to get around fixing them. What's strange is that, I have(3) AVALONS and (!) CAMRY and I have never had a problem with STRUTS except this 2013.
If the tires were rotated @ the 6K mark and I was told that they were rotated and they would do continually until the warranty was up, for FREE, I would have been there every 5K for the FREE service. I mostly watch TV and play VIDEO Games, I HAVE TIME FOR ANYTHING FREE.
They were required to do the maint and didn't do it. A good shop would do the required maint, and inform the Customer, that is what Toyota of America customer service clerk said. He also asked me, Did Toyota of San Bernardino know you are the Customer and the STRUTS are under WARRANTY. I said "I would think they know that and the car is under 35K" Toyota of America advised me to [redacted] them in 2013 for my $1270.00 for the Exhaust manifold and I guess I'll have to sue the"m again for the STRUTS under "TOYOTA CARE GRANTEE to buyers of new TOYOTAS. I just may provide the public on you tube, twitter, facebook, and any other social media site that I can post explaining just how great the service department is at San Bernardino Toyota.