Toyota of Southern Maryland

***, After couple of conversation with [redacted] and reviewing the documents I am sending you, we have justified there is no merit to a $dispute amount with Toyota of Southern Maryland- To explain, she had come to us around the same time she elected to purchase and trade her vehicle at another dealerWe offered her $for her tradeShe then went elsewhere to which she accepted a $trade inI have shown her that that dealership has it listed as of today for $(see attached #1)They took advantage of her, not us! I cannot be responsible for a bad decision made on her part- As far as the sticker she referred to, please read the disclaimer (attached #2) it states “it is your (the customers) responsibility to address any and all difference”(please read completely) [redacted] ***there is different understanding of what a clean car fax could be and is up to the consumer to investigate this (there is “frame damage”, “salvage title” “air bag deployed etc...”)All of which could affect the value by a great amount of moneyIf you review the attached documents you will see that the retail value of this vehicle was $24,(attached #3) and based on [redacted] accident report, (attached #5) Car Fax states the trucks value should only be $lessThe sale price [redacted] paid was $(attached #4), $less than the retail valueAs far as the recalls she discussed, it is up to the manufacture to notify current owners on any open recallsI hope we have addressed all items in complaint, if you need any more information please e-mail me at johnpotoyotand.com or call ###-###-####,Thank You, John P [redacted] GM/VP Toyota of Southern Maryland and Team Hyundai

April 29, 2015Dear *** ***,I am writing in response to complaint number *** filed on April 23, by *** *** StevensAs you know, *** *** is the owner of a *** *** who's engine needs to be replaced because the connecting rod came apart while the
engine was running and put a hole in the crankcaseShe has an extended warranty through a company called ***, which is not a *** Factory warrantyThe *** adjuster has requested a tear down of the engine, at her expense, to determine the cause of the failureThe tear down will take hours and cost approximately $at our hourly rate of $per hour, which *** *** has declined to pay for.First, I must point out, Team *** did not sell *** *** the car, or the year, 36,mile *** warrantyWe are not legal required perform any service under the warrantyWhat the warranty will or will not pay for is not our decision; it is the decision of the *** Insurance company and their adjuster, who would only give us his first name; ***In the event that *** decides not to cover the repair, the tear down time will not be paid for, so we will not begin that process until we have an authorization from *** ***While I have not spoken with the *** adjuster personally, the issue seems to be whether or not *** *** performed the maintenance necessary meet the requirements of her extended warranty, and again, that is between her and ***But I will tell you that when she brought her *** to us on September 17, (at 61,miles) we did recommend the services listed in her letter, as well as a 60,mile service which would have included an oil changeShe declined all customer pay services and only had the recalls performedI have enclosed a copy of the repair order for your review.When *** *** brought us the car again on April at 70,miles, her complaint was that the vehicle shut off while drivingWhat we found was that the oil level was too low on the dip stick to read, and there were metal shavings in the oil pan and only quart of oil remaining in the engineThose metal shavings are general indicative of engine damageThere was an aftermarket oil filter on the car (meaning the last time the oil was changed was not at a *** Dealership) and the sticker on her windshield indicated that the next oil change was due at 42,miles (see advisor's notes on invoice)Assuming the aftermarket shop was recommending an oil change every 3,miles, that would mean that the oil was last changed at 38,milesWe performed the oil change and advised *** *** to increase the frequency of her oil changes to 3,miles to prevent further damage to the engine, but apparently, the damage was already doneWhen *** *** brought us the car again on April 20" it had catastrophic engine damage, and that is where we are nowThere is every reason to believe that this *** went for over 30,miles without an oil change and was driven till it was almost out of oil, resulting in the damage that caused the rod to come apart and destroy the crank caseThe Stevens’ have been unable to produce any other service receipts that included an oil change, and that is why *** is requesting the engine tear down*** ***’ quarrel is with ***They will ultimately decide whether to cover the repair or decline it due to lack of maintenanceAll work done by Team *** was done in a workmanlike mannerThe problem is that we didn't do enough of itHad *** *** stuck to the *** factory recommended maintenance schedule, her car would probably be running smoothly todayWe are willing to reduce the cost of the engine tear down to $as a good will gestureIf *** *** does not want to authorize the tear down, we request that she remove the *** from our premises immediatelySincerely,
Peter D
Dealer Principal

[redacted], After couple of conversation with [redacted] and reviewing the documents I am sending you, we have justified there is no merit to a $15000.00 dispute amount with Toyota of Southern Maryland. - To explain, she had come to us around the same time she elected to purchase and trade her vehicle...

at another dealer. We offered her $18000.00 for her trade. She then went elsewhere to which she accepted a $13000.00 trade in. I have shown her that that dealership has it listed as of today for $23995.00 (see attached #1). They took advantage of her, not us! I cannot be responsible for a bad decision made on her part. - As far as the sticker she referred to, please read the disclaimer (attached #2) it states “it is your (the customers) responsibility to address any and all difference”...... (please read completely)... [redacted].... there is different understanding of what a clean car fax could be and is up to the consumer to investigate this (there is “frame damage”, “salvage title” “air bag deployed etc...”). All of which could affect the value by a great amount of money. If you review the attached documents you will see that the retail value of this vehicle was $24,850 (attached #3) and based on [redacted] accident report, (attached #5) Car Fax states the trucks value should only be $460.00 less. The sale price [redacted] paid was $24303.00 (attached #4), $547.00 less than the retail value. As far as the recalls she discussed, it is up to the manufacture to notify current owners on any open recalls. I hope we have addressed all items in complaint, if you need any more information please e-mail me at johnpotoyotand.com or call ###-###-####,Thank You, John P[redacted] GM/VP Toyota of Southern Maryland and Team Hyundai

[redacted]..... A)... As of the date I received this letter from the Revdex.com, (7/28/14) this customer has received their tags, hence they are not being “held hostage”! B)...As far as the Title to the vehicle they traded, they sign an agreement to bring us the title within 5 days (see attached copy) also the...

complaint stated that the vehicle had been titled in North Carolina, the is not accurate, it was titled in Maryland where the bank gets the SIF and the customer gets the title (see attached) as you can see from the copy. In the complain they mention [redacted], they are the distributor for the Southeastern region and have nothing to do with the title, so, no we couldn’t call and get a copy of the title from them (it was the [redacted]’s responsibility). C)... As far as the nail in the tire situation, I can only respond that they could get a nail anytime driving down the road (it happens). So in closing and looking at their request of a settlement, A) They already have their TAGS, B) none of this warrants us to pay them $500.00.Thank You,John P[redacted] GM/VP Toyota of Southern Maryland and Team Hyundai

Dear Revdex.com,
I will like to open this compliant due to quality control on this vehicle it's hard to maintain and difficult to fix since I had purchased my vehicle from Toyota of Southern Maryland. I had got Toyota to fix the horn because I didn't have one when I left off the lot, after fix my horn and alarm kept going off went back to Toyota service they said to take to [redacted] dealer because they could not fix the problem. I had [redacted] look into it they updated the software to the alarm but it still did not solve the problem the horn still not working and now since July -Sept 2014 due to my car not starting unless I get a jump I had to replace two new batteries and two new alternator's and still having same problems. I can't have a simple fix on this vehicle,This car is not fixable I will like to get another vehicle similar or the same amount that this vehicle costs.Thank you
[redacted]###-###-####

Review: I purchased a certified used Toyota in May of 2012. The sticker on the vehicle stated it had a clean carfax report. I did not receive a copy of the carfax report with any of my contract documents. In April of 2014 I traded the vehicle in at another dealership and was informed the vehicle had been in an accident in 2009. I contacted carfax via email and they informed me any carfax report obtained on this vehicle after April 13, 2009 would show that it had been in an accident. My original loan documents were destroyed and I called the dealer for a copy. It took almost 6 weeks with multiple phone calls and trips to the dealer to obtain copies. In the meantime I called Toyota Financial and received a copy from them - there is no carfax report in either set of documents. In addition, the vehicle had a manufacturer recall on it pertaining to airbags that was not addressed before I purchased the vehicle (notice was released Mar/April 2012) it was taken care of when I mentioned the issue on a maintenance check up in Oct 2012.Desired Settlement: I request a monetary adjustment for the overage I paid on the vehicle up front, the interest I paid on the amount I over financed and the amount I lost when I traded the vehicle in.

Business

Response:

[redacted], After couple of conversation with [redacted] and reviewing the documents I am sending you, we have justified there is no merit to a $15000.00 dispute amount with Toyota of Southern Maryland. - To explain, she had come to us around the same time she elected to purchase and trade her vehicle at another dealer. We offered her $18000.00 for her trade. She then went elsewhere to which she accepted a $13000.00 trade in. I have shown her that that dealership has it listed as of today for $23995.00 (see attached #1). They took advantage of her, not us! I cannot be responsible for a bad decision made on her part. - As far as the sticker she referred to, please read the disclaimer (attached #2) it states “it is your (the customers) responsibility to address any and all difference”...... (please read completely)... [redacted].... there is different understanding of what a clean car fax could be and is up to the consumer to investigate this (there is “frame damage”, “salvage title” “air bag deployed etc...”). All of which could affect the value by a great amount of money. If you review the attached documents you will see that the retail value of this vehicle was $24,850 (attached #3) and based on [redacted] accident report, (attached #5) Car Fax states the trucks value should only be $460.00 less. The sale price [redacted] paid was $24303.00 (attached #4), $547.00 less than the retail value. As far as the recalls she discussed, it is up to the manufacture to notify current owners on any open recalls. I hope we have addressed all items in complaint, if you need any more information please e-mail me at johnpotoyotand.com or call ###-###-####,Thank You, John P[redacted] GM/VP Toyota of Southern Maryland and Team Hyundai

Review: To date I have had geat difficulty with this dealership. First, they sold me a vehicle that had a tire pressure warning light on. When brought to the salesman's attention, Anthony, refused to even have the tire pressure checked, and assured me it was simply due to rotation of the tires, or some other non issue. Even though I informed him we would be taking the car on a trip to Ohio within the next two days, he ignored my concerns. Turns out the tire had a nail in it and was 15 lbs under it's appropriate pressure. Further, this company is witholding my tags, even though I have paid for them, because they are holding them hostage until they receive a title. However, I had already informed them that a) the car was purchased out of state, b) we never had a title since the car wasn't paid off at the time of the purchase of the vehicle from their dealership, c) North Carolina did not issue us a Security Interest Filing document at the time of the purchase of the prior vehicle, so I couldn't even give them that, and d) and probably most importantly, the prior car was financed through Southeastern Toyota - they could easily pick up the phone and have the title sent to them, yet they refuse to do. So this company is attempting to put me in jeopardy with Maryland law by my tags expiring very soon, even though I have already paid for them, and even though they could get it easier than I ever could.Desired Settlement: Immediate turning over of the tags I have already paid for.

Business

Response:

[redacted]..... A)... As of the date I received this letter from the Revdex.com, (7/28/14) this customer has received their tags, hence they are not being “held hostage”! B)...As far as the Title to the vehicle they traded, they sign an agreement to bring us the title within 5 days (see attached copy) also the complaint stated that the vehicle had been titled in North Carolina, the is not accurate, it was titled in Maryland where the bank gets the SIF and the customer gets the title (see attached) as you can see from the copy. In the complain they mention [redacted], they are the distributor for the Southeastern region and have nothing to do with the title, so, no we couldn’t call and get a copy of the title from them (it was the [redacted]’s responsibility). C)... As far as the nail in the tire situation, I can only respond that they could get a nail anytime driving down the road (it happens). So in closing and looking at their request of a settlement, A) They already have their TAGS, B) none of this warrants us to pay them $500.00.Thank You,John P[redacted] GM/VP Toyota of Southern Maryland and Team Hyundai

Review: My wife and I recently purchased a 2013 Hyundai Elantra around the end of January from [redacted] and we were pre-approved through Hyundai at 3.9 APR. We also received a couple rebates at the time of the purchase. A few days after we agreed on a final offer, we were called back in by [redacted] and were told that even after we signed and agreed to an offer that they had to pull one of the rebates or we could give the car back. My wife and I decided to agree on losing the rebate and re-sign a new contract. Roughly, about three weeks later, [redacted] gave us a call and told us that Hyundai did not approve my wife for the loan and we needed a co-signer. Getting someone to co-sign was simply not an option and was one of the main reasons we decided to purchase the car. We went back to the dealership and told them that we just wanted our original car back that we traded in. We were informed that Hyundai had already sold our old car at auction and did not know what the process would be in getting it back, or if it was even possible to get the car back at all. At this point my wife and I were pretty irritated; however, they said that they might be able to get the loan through [redacted] for the same interest rate. We told them that we would agree to signing with capital one as long as they could meet three circumstances; match the 3.9 APR, not have a co-signer, and give us a new 45 days until the payment was due. These terms were agreed too and we signed the new contract with [redacted]. Two weeks later we received our statement from [redacted] and found that our payment was still due on March 4th. I called in and spoke with [redacted] again and he said he sent in a request for them to change the payment date and gave me a number for [redacted]. I called [redacted] and they told me they have never heard of a dealership sending in a request to change the payment due date. However they did tell me that they would be more than happy to change the date. They just needed the dealership to send them a new contract with and updated payment due date. Shortly after the phone call with Capitol One, I gave Erik a call on a Friday afternoon and he told me to meet him Monday at 25JAN2013 at 6PM so that he could speak with his boss and try to figure out a way to get this resolved. I went to the dealership on the following Monday to meet with [redacted] and he had left early without letting my wife or myself know. I think it is safe to say that he rudely wasted our time. The following day we went back to the dealership to try to catch up with [redacted] again, and again he had left early. I then spoke with another manager, [redacted]. They told me that they were going to be out of the office the following day however they would call me on Thursday (28Feb2013) I never received a call from anyone. I emailed the president, vice president, and the store manager on Friday 1March2013. [redacted] returned my email stating he was waiting on the bank to call him back and he would call me on Monday 4March2013. I waited until today, Thursday 7March2013, to for [redacted] to get a hold of me. He never did return my call so I emailed him again requesting an update on any information. He returned my email stating that there was nothing they could do that I needed to call [redacted]. I have already been in contact with [redacted] several times and they inform me that they cannot just change the payment due date, that the dealership needs to send them an updated contract, which Hyundai is not willing to do.Desired Settlement: I feel that Hyundai should be heald responsible for the original agreement to include the $500.00 rebate that they originally took off of our offer. I also feel that they should be held accountable for covering one of our payments do to the fact that we were told that our first payment would not be due until 45 days after the day that we redid the contract with [redacted], and two weeks later we had to make the payment. I also feel that Hyundai should credit my wife and I some additional services, details, etc.

Review: I PURCHASED A USED VEHICLE ON FEB 8, 2014. WHEN I NOTICED WHEN I LEFT OFF THE CAR DEALER LOT THE HORN WAS NOT WORKING. I CALLED AND MADE AN APPOINTMENT TO HAVE SERVICE REPAIR THE HORN. THEN TWO WEEKS LATER IM PARKED AT A BUSINESS I HAD A NOTE IN MY WINDOW STATING THAT MY HORN WAS GOING OFF FOR 10 MINUTES SO I IMMEDITELY CONTACTED TOYOTA SERVICE AGAIN TO CHECK THE HORN OR THE ALARM THEY SAID THEY COULD NOT FIX THE CAR BECAUSE IT WAS A [redacted] TO TAKE TRUCK TO [redacted] AND REPLACE THE BATTERIES IN THE KEYS. SO I TAKE VEHICLE TO [redacted] THEY DIAGNOTIC AS BEING A COMPUTER SOFTWARE UPDATE SO I PAID 125.00 TO GET FIX. STILL THAT WAS NOT THE ISSUE. SO I WRITE THE MANAGER A LETTER AND LEFT MESSAGES TO CALL ME BACK CONCERNING THIS ISSUE TO BE FIXED. I HAVE NOT RECIEVED A CALL BACK. SO THANKS TO [redacted] THEY HAD TO DISCOUNT MY HORN AND ALARM. I AM DISSATIFIED WAS TOYOTA SERVICE IM RIDING AROUND WITH NO HORN.Desired Settlement: TOYOTA FAILED TO CONTACT ME CONCERN THIS ISSUE. STILL NO REPAIR.

Consumer

Response:

Dear Revdex.com,

I will like to open this compliant due to quality control on this vehicle it's hard to maintain and difficult to fix since I had purchased my vehicle from Toyota of Southern Maryland. I had got Toyota to fix the horn because I didn't have one when I left off the lot, after fix my horn and alarm kept going off went back to Toyota service they said to take to [redacted] dealer because they could not fix the problem. I had [redacted] look into it they updated the software to the alarm but it still did not solve the problem the horn still not working and now since July -Sept 2014 due to my car not starting unless I get a jump I had to replace two new batteries and two new alternator's and still having same problems. I can't have a simple fix on this vehicle,This car is not fixable I will like to get another vehicle similar or the same amount that this vehicle costs.

Thank you

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