Toyota San Diego

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The fact is that Toyota San Diego failed to mention the major repair POWER STEER LEAK and that is where their diagnosis failed nine months ago,and even when I took may car back to them they wanted to show me the leak after I mentioned that Midas technician noticed the leak.Toyota San Diego failed to satisfy a customer and I would like to take it to the main Toyota that supervise this center]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The claim that the damage done to my vehicle could only happen over a long period of time is false. The service writer for Toyota of San Diego called to inform me that my car was ready to be picked up and that he had power washed the inside engine compartment and that he went ahead and power washed the outside of my vehicle because it was dirty. Holding a power washer too close to a paint job will burn off the clear coat. Which was the result of him using a power washer intended for engine compartments on the hood. Prior to my visit the hood of my car had no damage. I bought the car from them, certified new, and have been a loyal customer for years. He apologized for the damaged when I brought it to the managers attention. After taking my car to try to buff out the damage they denied there ever being damage after seeing that the buff job did inot get rid of the damage. When I naturally got upset and was expressing my concerns he stopped me and asked if I was really upset about the damage or was it just me being an emotional women because of personal reasons. I have evidence that the damage was not there before taking it in. I can also provide expert testimony that the damage done is quite possible due to the improper use of a power washer. All I was asking for was the damage that they did to my car be repaired. ]
Regards,
[redacted]

Toyota San Diego apoligizes for any inconvenience as we have had  an overwhelming response to our direct mail piece.  We apoligize that [redacted] did not recieve the gift card and for customer satisfaction, we will be mailing one out to her...

at:
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. its unacceptable that Toyota is not resolving this known issue and blaming it on the hubcaps. why sell a new car that they know will have this known issue. I want to return the car and get a different car and want all the money I put in on this car that is making ticking noises. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted]. I have resolved this issue to completion and wish to close out my complaint as resolved. Thank you for your time. 
Regards,
[redacted]

Recently, I received a letter from Toyota saying I was approved for a lower interest rate. So I called them first and said I didn’t want to waste their time or mine because I had bad credit. They said it wasn’t a problem and that they’d work with me. So I got there at 7:30 pm and told them again that I didn’t want to waste anyone’s time and that I had bad credit and I got the same response – “Not a problem, we’d love to get your business back”. I finally purchased a new Toyota Camry and left at 10:30pm – whew!
Five days later, I get a call from “Sami…” and he said that I forgot to sign the check for the deposit. In addition, he said they received a counter offer for my car. I responded:
Me: “What do you mean counter offer, I already bought the car.”
Sami: “Well, we got a counter offer for you”.
Me: What are you talking about? Does this mean someone else offered a lower interest rate?
Sami: It’s possible or maybe even higher - either way, you have to come in and get this taken care of.”
Me: What do you mean, higher? This doesn’t make any sense. I’ll be in there right away!”
So I get to Toyota and they reiterated what Sami said and because of that, my payment would be going up. So I told them this was a scam and very deceitful on their part.
They had me talk to the General Manager and I told him this practice of theirs was unethical, deceitful, that they were preying on people with bad credit, that I was going to Yelp them, and seek legal action if need be. His response:
“We sell 400 cars a month so you can get an attorney, yelp us, it doesn’t matter, it won’t affect us b/c we have good intentions.
Me: “Good intentions! I googled this “strategy” of yours and as it turns out, this has happened before. You tell people who have bad credit they are approved for a low interest rate, they buy the car, they fall in love with it, and then you stick a dagger in their heart when they are forced to buy their car at a higher interest rate”
General Manager: “Well, don’t believe what you read on the internet because it’s not true.”
Me: “How can you say that’s not true? It’s happening to me right now!! You deceived me into thinking I was going to get a lower interest rate, you let me take the car home – thinking I would fall in love with it and pay the higher interest rate. Little did you realize, I wasn’t going to fall for your scam. Now I wonder how many people go through the same thing I’m going through.
At that point, the director (Seoul…) walked in and said he would talk to me in his office and go over the problem. He called corporate to see what the problem was. After hanging up the phone, he said:
“Toyota is like the friend that holds a grudge. You still have a balance on a previous Toyota Camry.”
Me: “First of all, I was involved in a terrible car accident and it was TOYOTA who reached out to me and wanted to settle for the payment. At the time of the accident, I was upside down on the car, the insurance hadn’t kicked in, nor State Disability – so I managed to pay what I could out of pocket in order to settle with Toyota. I went on disability for a whole year due to the car accident. Last but not least, it was Toyota’s idea to settle, not mine and that happened THIRTEEN YEARS AGO. Had I known this would happen, I would have kept my money rather than settling, I would have let it go to collections, waited seven years and it would have come off my record, instead of having this over my head for 13 years.”
Seoul: “Well, it’s only visible to Toyota and no one else.”
Me: “That explains it now!! Now that I think about it, when I went to purchase my Kia and then this Hyundai that I have now, Toyota came up when they ran the credit report and I had to explain to both dealerships that I paid it. And that’s why I still have a high interest rate (among other things). So if I still owe Toyota, then why would you approve me? This is the first thing they should have checked before letting me take the car home. Obviously you are in the habit of luring people in by promising false interest rates only to use deceitful tactics in the end in order to sell them a car at a much higher interest rate.”
Seoul: I can understand why you’re upset.”
Me: “You better believe I’m upset! I’m extremely upset and now I’m all stressed out! Why would you do that? It’s extremely unethical of you to do that to people.
Seoul: Like I said, Toyota is like that friend that holds a grudge – it won’t forgive you for what you still owe. But we want you to keep the car so we will sell it to you at a higher interest rate
Me: Are you kidding me?? What you’re offering me 7% HIGHER than your initial interest rate!!! Seoul: Well, you can pay the balance from the settlement. Besides, the interest rate doesn’t matter because the interest rate will go away if you pay off early.
Me: Are you kidding me! No, I’m not going to pay that. Maybe this is how you do business with everyone else who has a low credit score but I refuse to pay a much higher interest rate so just give me my car back.”
Seoul: Well, go and talk to Sami.
Me: Well, while I’m doing the paperwork, can I get my old car washed in the meantime?”
Seoul: (After a long pause) Ummmm, we don’t wash anyone’s car.”
I thought, “LIAR”!!!! When I bought the new car, Rosa had it washed for me. So when I got back in my old car (and, unbeknownst to Seoul) my old car had already been washed. (This was probably done when I traded it in but Seoul wasn’t aware of that).
To conclude, “TOYOTA, YOU reached out to me and YOU were the one who was willing to SETTLE” because you even reported this to the IRS. I know, because I paid taxes on the “extra income” and all was forgiven – or so I thought! The only two people with ethics at Toyota of San Diego are Rosa M and Manager (forgot the name; short/grey haired guy) – real nice. Kudos to the TWO of you.
Any attorneys who think this is a scam and willing to take on the Toyota Giant for deceitful practices out there? I’d be happy to work with you.
cc: Toyota Corporation

The Collision Center did speak with customer when made aware of the situation.  We did offer to have the customer come in to check the vehicle but she chose to go to another dealership.  The other dealership repeated a repair that was done 9 months prior before the vehicle left our...

dealership.  We are unsure of the cause of the recalibration but for customer satisfaction reasons are refunding the customer the fee she is requesting for customer satisfaction reasons.We apologize for any inconvenience that this may have caused.

The customer came in last night and worked directly with our Finance Director.  We were able to stop the funding of the old contract and rewrote a new contract for her.   We removed the items that she did not want and lowered the price on another for her.Customer was happy with...

outcome and indicated she would close the case.We apoligize for any inconvenience.

I spoke with Mr. [redacted] and we apologized for any inconvenience that he was put through and we are going to process his request for a new extended warranty at no cost to him.  He was happy with the outcome and has our direct phone number if he has any further concerns or needs.Thank...

You

I spoke with Mr. [redacted] regarding
this concern and on behalf or Toyota San Diego, sincerely apologized for the
error we made.  This was an unintentional and unfortunate mistake.  Our
sales manager, [redacted] felt terrible about what happened and for four
weeks, worked...

diligently to find a vehicle like the original one and get it
from another dealership.  [redacted] did whatever he could and leveraged a
personal relationship to get this vehicle, the closest we possibly could get to
the original one.  In addition, we had to trade over a highly sought after
vehicle from Toyota San Diego to get the vehicle we sincerely thought would
resolve the issue and make Mr. [redacted] happy.  We didn’t think twice
about this as our goal was to own up to our mistake and restore customer
satisfaction.  The replacement vehicle included $245 in additional
equipment but obviously, we still extended the $600 we’d agreed to.  We
also lowered the price of the vehicle $400, making the total discount $1,000,
in a continued attempt to assist our customer even though a price had already
been agreed upon between the customer and the dealership.  It’s important
to clarify that we did not mark up the price of this highly sought after
vehicle as most dealerships do.  
 
After all this, Mr. [redacted] decided
not to buy the vehicle.  Per Mr. [redacted]’s request, I contacted Mr.
[redacted].  Even though Mr. [redacted] did everything in his power, he still
felt bad about the situation.  It was important to me to right our wrong,
however I feel strongly that the dealership worked very hard to remedy the
situation.  Ultimately, we were met with expectations that were
unreasonable.  We are sorry that a human error was made and caused major
inconvenience and disappointment for a valuable customer, but once again, we
worked very hard to rectify the issue.  Clearly, Mr. [redacted] did not feel
this way.  He advised me that he ended up buying a different and much less
expensive vehicle elsewhere.  I offered assistance for any automotive
needs including parts, since he mentioned he was buying new wheels and
accessories for the vehicle.  He advised me he had already purchased them
from the other dealer.  He thanked me for calling and taking the time to
speak with him.
 
I was therefore, surprised to see
this inquiry after our conversation.  In terms of Mr. [redacted]’s request,
let me make it clear that Toyota San Diego already lost here.  We made a
mistake and have paid for by spending resources looking for and trading cars
unnecessarily, and most importantly, losing a valued customer.  In terms
of our involvement in the community, I am extremely proud to say that we have a
solid system in place.  We make significant donations throughout the
community, including providing Rady’s Children’s hospitals with three vans for
servicing needy patients and their families.  Please understand that the
profit from the sale of the vehicle were offset by the loss in profits of the
vehicle we had to trade away.  We will continue to be involved in our
community as that is part of our mission.  Organizations like [redacted], the
[redacted], and
others will continue to receive our assistance moving forward.
 
In closing, we are truly sorry for
the error that was committed with the sale of the original vehicle.  We
sell hundreds of vehicles every month and do our very best to make sure
mistakes are not made.  This was an exception and I feel strongly that we
worked hard to fix the mistake.  I would be happy to have the opportunity
to help Mr. [redacted] with any future automotive needs, just as I mentioned
during our phone call.

First and foremost I would like to apologize for any inconvenience the dealership has caused.  It is our goal to provide an excellent experience for all our customers. As for the coolant cap and the loose hubcap, this was human error and we have coached and counseled our employee who...

conducted the work on your vehicle. At Toyota San Diego we pride ourselves in taking care of the customer as is evident by the number of people involved in trying to make the customer happy.  We have even purchased, at our expense, new hubcaps for the customer in hope that they would not make as much noise as the originals.  Unfortunately we do not make the rules as to what is a warrantable issue at the dealership level.  Therefore we have contacted Toyota on this issue and both the dealership and Toyota have relayed the information to the customer that this is a normal operating characteristic.   I am sorry that you feel that the information that you are receiving is unacceptable but we have tried everything we are aware of to minimize noise.  As for this being a known issue, it is not only Toyota hubcaps that make noise from time to time, it is all vehicles that have hubcaps.  Since this is not a warrantable situation and the dealership can't change that decision, and again for customer satisfaction reasons, Toyota San Diego would be happy to sell to the customer a set of alloy wheels at our cost if that is what the customer wants.

I spoke with Mr. [redacted] and we apologized for any inconvenience that he was put through and we are going to process his request for a new extended warranty at no cost to him.  He was happy with the outcome and has our direct phone number if he has any further concerns or...

needs.Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is no proposed action on behalf of Toyota San Diego to resolve this complaint other than to extend an apology.  Toyota of San Diego has stated that this breach of contract is "an unfortunate accident".  But as I've honestly attested to, I was advised by a Toyota San Diego manager, Mr. [redacted], that the sales person who sold the contracted vehicle, was told that the car was sold, and decided to sell it anyway.  Later I was told by another manager Mr. [redacted] that these breach of contracts, "happens all the time".   These comments paint a picture of an organization that puts profits ahead of customer interests.  This picture is further reinforced by the fact that we gave them a second opportunity to correct this problem and they didn't honor a subsequent verbal agreement.     As previously stated, we were impacted by Toyota of San Diego's breach of contract.  We had to cancel a planned vacation and were further inconvenienced by being short a vehicle for a month, all while waiting for Toyota San Diego to find a comparable replacement vehicle.  When the time finally arrived, Toyota of San Diego decided to put profits first by not delivering on their promise to sell us a vehicle at dealer cost and they instead extended only a modest discount.  As previously mentioned, we could have obtained a better discount, without waiting a month, as a walk-in to many other Toyota dealers.  In fact, on the same day we walked out of Toyota of San Diego, we went to Toyota of [redacted] and they gave us a better discount despite the fact that they had no history with us, and no reason to offer a steep discount.   In hindsight, it would have been better for us to have given up on Toyota of San Diego after the initial breach of contract and purchased a similar vehicle elsewhere.   But we were strung along for an additional month by promises that were never delivered.  In summary, it is apparent that Toyota of San Diego breached a written contract.  We gave them a month and a second opportunity to rectify this problem, but the second verbal agreement was reneged on.  When we expressed our disbelief to Mr. [redacted] he personally insulted me.  All that we heard at the time was about all the hard work that they had put into securing a second vehicle.  This is work that is part of their job, they find vehicles for buyers.  There was never an acknowledgment by them, of the amount of time that we had lost, nor of the inconvenience, nor of our cancelled vacation.     We feel that Toyota of San Diego is clearly putting profits ahead of customer interests.   Since Toyota of San Diego puts profits so highly, it is fitting that the profits generated in the fraudulent sale of the first vehicle ($4000) be considered ill gotten gains and be given to the Revdex.com as a non-charitable payment, so that the Revdex.com can give it to a charity of their choosing.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
What a ridiculous and totally unacceptable reply from San Diego Toyota. 
My computer tech seems to find nothing wrong with my computer.  Yet the Kartrack system does not provide me with the information promised that cost me $1200--so it is totally useless to me.  Kartrack was willing to come remove the unit at no cost.  The problem is San Diego Toyota refuses to refund my money.  It is not used---it is totally new--and the day after it was installed Kartrack was willing to come take it back.    AND BY THE WAY [redacted] has never  never never returned any phone calls EVER!!!!!!  NOR has the general manager of Toyota of San Diego after numerous calls and messages that I have left him.  I have been ignored completely by Toyota San Diego with no contact with anyone EVER!!!   They have simply ignored me completely. Oh and [redacted] you sold me this unit on a totally bogus promise that it would pay for itself in 3 years, which is a laugh!---and NEVER once did he mention that it was a renewable subscription---which makes it even far more absurd.  $1200 is  a lot of money for me to waste on a product that is pointlessly ineffective for me-- and even though the Kartrack company was willing to try to work out the bugs which they couldn't figure out  anfd told me I would have to call the manufacturer because even they were clueless--but at least willing to come take the NEW unit out.  I hope [redacted] Rhoades enjoys the commission money he took from a recent Naval Veteran widow on a limited income---that's right and you don't think I have enough to worry about other than the BS response that Toyota SD just provided you with.   And [redacted] try answering your phone or returning a message---that would be what is called "customer service"  The hours I spent trying to talk with you or your general manager regarding this subject deserves a bill from me for the hours I have wasted trying to talk to someone--anyone --with authority at Toyota San Diego.   This could have been easily taken care of ASAP, except apparently [redacted] you can't separate yourself from your commission money made on selling me this product.  Your general manager is always "out to lunch"  It's despicable.
 
I have a lot of high ranking military friends with  a lot of clout.  My recently deceased husband was a hero, an F-4 pilot who did two tours in Vietnam and the CO of the adversary squadron for Top Gun.  I stay in contact with the community and we share info through a daily email called " The List".  I'll be sure to pass this info on to "The List" to let them know how Toyota San Diego treats their veterans and widows.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  After speaking w the GM [redacted] I decided to accept his offer of not only refunding me the total amount paid by check via US Mail for the amount of $307, for the key fob and laser cut key, but as a courtesy he decided to also mail me the laser cut key.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action or lack of action would not resolve my complaint. What good is a Warranty Enhancement if 6 months after failing their test, Toyota still has the parts on backorder and cannot give me any date to repair my vehicle? I believe at the minimum, that someone within the vast Toyota Corporation should be able to provide a solid manufacturing and delivery date for the parts required to fix my vehicle and other SCION TC's to dealership management who can they give this information to their customers.
[redacted]

The customer is correct in most of the facts provided.  Unfortunately 1 of the parts was on back order with Toyota and we received it on August 10th.  Since then we have tried contact the customer numerous times and left 4 seperate voicemails but have not received a call back.  The...

Parts Manager has offered the customer his personal cell pohone number so that he could assist and deliver on his commitment to help.  We still have the part that was cut specifically for his vehicle and not returnable to Toyota since it would be unusable on any other car.Please have the customner contact [redacted], Parts Manager, and we would be happy to follow through on all commitments made.  We apoligize for any inconvenience that this has caused.

We have confirmed that the customer's vehicle was not equipped with fog lights.  Toyota does not offer them as an option on her model.  We would be more than happy to reprint a copy of the invoice for the customer if they would like.
The customer did come in in April and claimed...

that someone had stolen her fog lamps but our Assistant Service Manager was able to show the customer that the vehicle did not come with them.  The customer returned on May 15th for an oil service but there was no mention of fog lamps.
If the customer is interested in installing fog lamps, we would be happy to contact an outside vendor who may have a lamp that works and arrange for the customer to recieve our pricing on the installation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],  I was in fact contacted and went yesterday afternoon to rewrite the contract with all the extras removed. Thank you for your prompt response and taking the time to review my request. The complaint has been resolved.
Regards,
[redacted]