Toyota of Seattle

RE: [redacted] Thank you for allowing us to address Mr [redacted] complaint regarding his vehicle purchase and the incurred sales tax liability State of Washington law requires the purchaser to pay sales tax with the seller acting as agent for the State in collecting and remitting the taxThe original sale documents prepared by Toyota of Seattle and signed by Mr [redacted] on December 11, included sales tax Mr [redacted] left the dealership with his set of contract documents only to later return to the dealership and assert that sales tax was not due on account of his military status Incorrectly, our representative assumed Mr [redacted] was correct in his position that no sales tax was due and prepared new documents reflecting the same terms with the single exception of no Washington State Sales Tax Our Accounting Office caught the mistake and we informed Mr [redacted] that sales tax was indeed due as a result of the transaction according to Washington State code It is not our desire to have an unsatisfied guestToyota of Seattle had offered to rescind the contract in an effort to demonstrate to Mr [redacted] that we were indeed concerned with his satisfaction with our company Mr [redacted] has chosen to keep his vehicle and pay the Washington State sales tax Please let me know if I may be of further assistance in this matter Very truly yours, TOYOTA OF SEATTLE Babak M [redacted] , COO

***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

October 6, [redacted] Revdex.com Resolutions Consultant Revdex.com PO Box DuPont, WA Phone: Dear [redacted] , I am writing in response to the following complaint from; Customer Information: [redacted] ** [redacted] ***Daytime Phone: [redacted] E-mail: [redacted] On October 5, 2016, [redacted] ( [redacted] partner) brought said vehicle into our dealership for a 25,mile serviceThis appointment was set online by vehicle’s ownerOn arrival, Eric H [redacted] advised [redacted] that this vehicle had its 25,mile service completed at the prior service appointment(Repair order 232471, Date: 10.09.2015) At this time Eric, explained that this vehicle was now due for a 30,mile service [redacted] , approved and signed for Toyota of Seattle, to complete the 30,mile major serviceToyota manufacture recommends this service to be completed before or at 30,miles This service includes: Replace engine oil Replace engine filter Air filter Tire rotation Replacement of spark plugs Replacement of gasket Windshield washer top off Set tire pressures to recommended settings Inspect wiper performance Laser tire tread depth measurements Perform battery test Check all lights for proper operation Lubricate Propeller shaft Re-torque propeller shaft bold Inspect fuel tank cap gasket Inspect fuel lines and connections Inspect brake linings/drums and brake pads/discs Inspect brake lines and hoses Inspect ball joints and dust covers Inspect drive shaft boots Inspect exhaust pipes and mountings Inspect steering linkage and boots Inspect steering gear box Inspect automatic transmission fluid Inspect transfer case oil Inspect front differential oil Inspect rear differential oil Inspect engine coolant Inspect radiator and condenser Check installation of Driver’s floor mat Inspect and adjust all fluid levels [redacted] complaint also stated that his vehicle was only here for a duration of minutesOur records state that [redacted] ’s vehicle was in our shop from 7:AM to 8:AM Please feel free to contact me directly, if any further clarification is needed Sincerely, Jennifer L [redacted] Customer Relations Manager [redacted] @toyotaofseattle.com

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 meSincerely, [redacted] ***

Dear Ms***,I want to extend my sincere apologies for the experience you had with our
dealershipDuring the conversation you and I had on May 23rd, 2017, I had spoken to the commitment we have to our recommendations If any service we
recommend in fact does not need to be completed, we would perform them at no cost.Your vehicles history is stored separately at each individual dealership that has performed a maintenance or repair on your vehicle.Toyota of Seattle was not able to see the repairs your vehicle had received from Magic ToyotaThis is the reason our technician recommended these services.Our technician based these recommendations solely on your vehicle's miles and ageHowever Toyota USA does have a National Service History data base that can be
accessedDuring your visit with us, we did not check the national history data base, as we should haveI am very sorry that you had to experience these inconveniences
with your service and the time you have lost to get these issues resolved.I personally take responsibility for the lack of follow through from myself and my team member I am
committed to showing you as a valued guest that we care for you,and the experiences you have with our department.Your time that you have shared with me today,is very much appreciatedAs promised,we would be more than happy to perform these three services at no cost to you when neededMy commitment to you and all are guests is to provide an environment that you can trust and a process that is transparentThe three services that we will provide for you are: Coolant exchange service, Basic tune-up,and Transmission fluidexchange. Patti W***Office ManagerHonda of Seattle ~~ Toyota of Seattle206-654-6807***@miller-nicholson.com

October 6, 2016
[redacted]
Revdex.com Resolutions Consultant
 
Revdex.com
PO Box 1000
DuPont, WA 98327
Phone: 206.431.222
 
Dear [redacted],
 
I am writing in response to the following complaint from;
Customer Information: [redacted]...

[redacted]Daytime Phone: [redacted]E-mail: [redacted]
 
On October 5, 2016, [redacted] ([redacted] partner) brought said vehicle into our dealership for a 25,000 mile service. This appointment was set online by vehicle’s owner. On arrival, Eric H[redacted] advised [redacted] that this vehicle had its 25,000 mile service completed at the prior service appointment. (Repair order 232471, Date: 10.09.2015) At this time Eric, explained that this vehicle was now due for a 30,000 mile service. [redacted], approved and signed for Toyota of Seattle, to complete the 30,000 mile major service. Toyota manufacture recommends this service to be completed before or at 30,000 miles.
This service includes:
Replace engine oil
Replace engine filter
Air filter
Tire rotation
Replacement of spark plugs
Replacement of gasket
Windshield washer top off
Set tire pressures to recommended settings
Inspect wiper performance
Laser tire tread depth measurements
Perform battery test
Check all lights for proper operation
Lubricate Propeller shaft
Re-torque propeller shaft bold
Inspect fuel tank cap gasket
Inspect fuel lines and connections
Inspect brake linings/drums and brake pads/discs
Inspect brake lines and hoses
Inspect ball joints and dust covers
Inspect drive shaft boots
Inspect exhaust pipes and mountings
Inspect steering linkage and boots
Inspect steering gear box
Inspect automatic transmission fluid
Inspect transfer case oil
Inspect front differential oil
Inspect rear differential oil
Inspect engine coolant
Inspect radiator and condenser
Check installation of Driver’s floor mat
Inspect and adjust all fluid levels
[redacted] complaint also stated that his vehicle was only here for a duration of 30 minutes. Our records state that [redacted]’s vehicle was in our shop from 7:12 AM to 8:27 AM.
Please feel free to contact me directly, if any further clarification is needed.
 
Sincerely,
 
Jennifer L[redacted]
Customer Relations Manager
206.654.6869[redacted]@toyotaofseattle.com

On the evening of 1/3/17, Toyota of Seattle received an internet inquiry from Mr. [redacted] regarding pricing on a 2016 Highlander.  Our sales consultant, Keino, replied to Mr. [redacted]’s inquiry at 8:46 pm with our Toyota of Seattle sale price and Toyota Motor Sales, Inc. (TMS) authorized and...

sponsored special financing rates and available factory rebate.  Unfortunately, the TMS incentives – both rebate and financing options - provided to Mr. [redacted] were scheduled to expire that same evening.  TMS establishes the terms of all Toyota factory sponsored special promotions.
At 9:18 p.m. on 1/3/17, Mr. [redacted] emailed Keino that he and his wife may be in the next afternoon, but that he would call if they decide to drop in.  
On 1/4/17, Keino emailed Mr. [redacted] at 12:28 p.m. that the quote he had provided the previous night had changed with regard to the financing options available.  As noted in the original email, a purchaser has the option of the rebate or the special financing rates, but not both (TMS defined policies).
When Mr. [redacted] arrived at approx. 2:30 p.m. to test drive the 2016 Highlander, Keino and our General Sales Manager, Aldo H[redacted], realized the TMS sponsored incentive quoted to Mr. [redacted] had expired on the close of business the night before.   Both Keino and Aldo attempted to explain the mistake to Mr. [redacted].
We received the Revdex.com complaint from Mr. [redacted] on 1/5/17, and I immediately contacted him. He stated he was upset with our customer service.  I advised Mr. [redacted] I would research the situation and be in touch.
After speaking with my team, I reached out to Mr. [redacted] on 1/6/17.  We discussed why there was a difference in price from 1/3/17 to 1/4/17. He stated he understood the incentives had expired, but still wanted the Highlander for the price he was quoted. At this point, we no longer had the Highlander he was wishing to purchase in our inventory. I contacted our sales department and found two vehicles that were the same model as Mr. [redacted] requested. I presented him with the new options along with pricing. Mr. [redacted] conveyed he was not going to be able to come back for a few days due to scheduling, but thanked me for working diligently to come to a resolution.
We are very sorry for the confusion regarding the expired incentives and financing options.  We would like to come to a fair resolution that satisfies Mr. [redacted].
Sincerely,
Andrea F[redacted]
Toyota of Seattle
Customer Relations Manager

RE: [redacted]
Thank you for allowing us to address Mr. [redacted] complaint regarding his vehicle...

purchase and the incurred sales tax liability.
State of Washington law requires the purchaser to pay sales tax with the seller acting as agent for the State in collecting and remitting the tax. The original sale documents prepared by Toyota of Seattle and signed by Mr. [redacted] on December 11, 2015 included sales tax.  Mr. [redacted] left the dealership with his set of contract documents only to later return to the dealership and assert that sales tax was not due on account of his military status.  Incorrectly, our representative assumed Mr. [redacted] was correct in his position that no sales tax was due and prepared new documents reflecting the same terms with the single exception of no Washington State Sales Tax.  Our Accounting Office caught the mistake and we informed Mr. [redacted] that sales tax was indeed due as a result of the transaction according to Washington State code.
It is not our desire to have an unsatisfied guest. Toyota of Seattle had offered to rescind the contract in an effort to demonstrate to Mr. [redacted] that we were indeed concerned with his satisfaction with our company.  Mr. [redacted] has chosen to keep his vehicle and pay the Washington State sales tax.
Please let me know if I may be of further assistance in this matter.
Very truly yours,
TOYOTA OF SEATTLE
Babak M[redacted], COO

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
While Eric may have informed [redacted] that they were going to complete the 30,000 mile maintenance, they neglected to say that this was a more in depth maintenance that would cost $400 more than the normal maintenance we had scheduled through their application. This is a complete bait and switch. "Would you like A instead of B?" and then receive a bill for an outrageous price tag. While, [redacted] did drop the truck off at 7:12am that does not mean that Toyota starts working on it right away. You can't charge me for labor when it is sitting in the lot. According to your App, that gives me live updates on my maintenance, the truck did not actually get into the SHOP until 8:04am and the maintenance was completed at 8:27am. Even, IF the truck had been worked on for an hour, which I dispute, $342 for an hour of a mechanic's time is an charge.
If you can show me proof that, the initial release for work states that the maintenance was going to be on the order of $400 more than I was expecting, I will accept your answer. But all you have is a slick salesman that gave an offhand comment without warning that the maintenance was going to be a far different price, then refused to call me back after multiple attempts. After it was clear I was not going to let this drop quietly he called me back Oct 6th, and was very unhelpful. He promised that Jennifer would call me in an hour, and yet she did not call me either. No attempts were made by Toyota to make this right.
Sincerely,[redacted]

We are currently investigating this claim.  As soon as we gather all of the facts I will respond to this claim.
Please do not hesitate to contact me with questions.
Patti
206-654-6807

Complaint: [redacted]I am rejecting this response because: Mrs. F[redacted] is correct to inform the Revdex.com that 2 hours prior to visiting the dealership, the salesman, Keino P[redacted] did communicate that the financing and / or rebate program had ended. What she fails to mention is that Mr. P[redacted] stated explicitly that "the price for the vehicle has not changed". This led us to believe we could still make the purchase as planned. In other words, neither the offer for 0% financing nor the $1,00 cash rebates were enough to dissuade us from the purchase of a 40k dollar vehicle: we were presenting a cashiers' check in the amount of 30k to the dealer! The subsequent "solution" offered by Toyota of Seattle, after admitting their poor salesmanship, was to sell us a different vehicle, sight unseen, for over three thousand more than the original price quoted to us for the vehicle we were really interested in. This was not a viable solution to us.
The terms "false advertising" and / or "bait and switch" certainly come to my mind in this instance. Auto dealerships are keen to reject the notion that they do business in bad faith and that they are not deserving of the poor reputation they generally have with regards to customer relations. Unfortunately, this is an example of how that negative stereotype will continue and is wholly deserved.Sincerely,[redacted]