Toyota Scion of Henderson

Missing key and remote with purchase of used carI bought a used Suzuki from Toyota of Henderson and before any paperwork I asked twice for confirmation that two keys and remotes are included.They said they have both.When all the paperwork was done and I was ready t leave, the salesman hands me just one key/remote. I asked where is the second one, and he said he could not find it.So I said let's cancel the deal. The finance person said they contacted the previous owner who promised to send the key to the dealership. It never came, even though I inquired every few days for a status (they never bothered to give me a status).A new key is $15 (not a big deal), but a new remote is $200 including programming, and with multiple people in the family driving the car, those are important to me (which is the reason I made is a point initially)The salesman lied to me in the first place, and the dealership did not behave professionally to address it once it became an issue.I cannot tell if they just lied to me with regards to contacting the original owner of the car or not, but of course trust in them is not there.Desired SettlementI need an second key and remote (OEM equipment) for this car at no charge to me, just as it was promised by the salesmanBusiness Response /[redacted]/We appologize for any misunderstandings that we have had concerning the spare key and fob for our customer. We had every intention of producing the key and fob, however we have been relying on the previous owner of the vehicle who promised us that she would mail the key and fob.Finally the previous owner delivered the key and fob to us today Dec 17th. We signed a we owe document for the items at date of purchase to insure the customer of our intentions.I personally contacted customer and made arrangements for him to pick up the key and fob tomorrow Dec.18th.The customer is satisfied with the outcome. We are sorry that the customer was delayed in receiving is spare key and fob.Final Consumer Response /[redacted]/Hi,Toyota of Henderson has contacted me today and informed me that they had just received the key and remote from the previous owner and I went to pick it up this evening.Maybe filing the complaint got them to act quickly, or maybe I wasn't patient enough.Anyway, I now do have the second key/remote and from my point of view the case can be closed.Let me know if you need more information from me regarding this incident.Thanks for your support.Best Regards,[redacted]

My 2009 Toyota Corolla LE which I purchased brand new broke down in the middle of the highway and this dealership didn't fulfill my expectations.I have a 2009 Toyota Corolla LE that I purchased brand new back in December of 2008. The vehicle has only around 49000 miles. When I was traveling with my family on a trip, the car broke down in the middle of the highway in a very unsafe location because of defective drive belt and water pump. I had the vehicle towed to the nearest Toyota dealership which was in Henderson, NC on on 08/02/2014. The service manager and staff was very rude when I tried to explain to them that this is a defect with Toyota Corolla and Camry models manufactured from 2000 to 2011 as can be seen from this link "http://www.nydailynews.com/autos/toyota-recalls-2-77-million-vehicles-article-1...⇄ but they were very rude and would not help me in any way whatsoever. I contacted the Toyota's corporate office to see if they could provide any assistance and help me cover the cost of the repair since this is obviously a defect with Toyotas manufacturing but when the corporate office called this dealership, the service manager, [redacted] provided false information to the corporate office and stated that he has already given me a discount when he did not. I called my local Atlanta Toyota dealership as well and their cost to repair the same things in my vehicle was around the same price as the Henderson Toyota charged me. Moreover, this manager [redacted] was very rude in his behavior when we went to his office. He told us to get out of his office while he speak to the corporate office himself and even when he was done, he left us standing there for close to 45 minutes or more which shows you he doesn't know any manners and didn't respect us at all as customers. Moreover, when me and my family were stuck, the dealership wouldn't even provide a rent vehicle even after knowing the grave situation me and my family was in stuck in the middle of nowhere after our car broke down. Bottom line is as stated by the website link and countless other news articles online, the water pump is a defect in the Toyota models from XXXX-XXXX and there was a recall as well regarding this back in 2012 I believe. This dealerships's rude customer service and their lack of discipline to help me and my family in our times of need is proof that this a very bad dealership which don't respect their customers at all.Desired SettlementI am seeking a compensation for the repair of the water pump that was done on my vehicle. Even though I had to spend additional $190 for towing and taxi service, I will be happy if Toyota just covers the cost of the repair because this was a defect and according to many complaints online for the same year and same model vehicle as mine from other customers, their water pumps also malfunctioned at around the same mileage as mine which shows that this is a defect with Toyota's manufacturing. Therefore, I am seeking compensation for the cost of the repair that was done in my vehicle.Business Response /[redacted]/Reference # XXXXXXXX August 11, 2014To whom it may concern This customer's vehicle was towed in after hours and was checked in upon our arrival on Monday August 04, 2014. The vehicle was exhibiting a noise from the fan belt area. After diagnosis the assistant service manager (ASM) contacted the customer with an estimate of 435$ to replace the water pump and belt which was causing the noise. The customer offered to pay only 300$ for the repair and demanded his vehicle be repaired that day because he was traveling. The ASM explained that the cost was 435$ to repair the vehicle with genuine Toyota parts and we would do our best to complete his vehicle the same day and the customer authorized the repair. A short while later our service manager received a call from this customer who insisted that he should not be responsible for paying for the repairs on his vehicle as he felt that it was a defect. Our service manager looked up the vehicle history and explained to the customer that the vehicle's warranty had expired on December 28, 2011 and explained that he would be responsible for the bill. We completed the repairs on the vehicle on Monday as he requested but he did not pick it up. On Wednesday August 06, 2014 the customer came in to pick up the vehicle and told our service manager that he had spoken with Toyota and that Toyota would be contacting us about the repairs on his vehicle. Our service manager advised the customer to have a seat in the waiting area and he would notify him as soon as he received the call from Toyota. He spoke to Toyota about 5 minutes later and they advised him that they would not be providing any assistance as the vehicle was out of manufacturer warranty for over 2.5 years. He told them that the customer was here waiting and Toyota representative stated she would call the customer and advise him of their decision. Approximately 10 minutes later my service manager received another call from Toyota that the customer had become irate on the phone and disconnected from the call. We did not sell this vehicle to the customer because this person lives in another state. We have never worked on this vehicle and we tried to explain that if his warranty had expired he would be responsible for the repairs. My employees tried to help, they were truthful and did all they could to help this family. We are an independently owned business and that any and all warranty would come from the manufacture. I feel that the customer had unreasonable requests and his request to be reimbursed is respectfully denied. [redacted]Owner Toyota of Henderson Consumer Response /[redacted]/I would like to know who informed the manager that I was irate and disconnected the call because that is something completely made up by whoever wrote this message. I was standing outside the office for close to 30 minutes and not once did the manager inform me that he was done with the call and come outside to get me. And yes I didn't pick up the vehicle on Monday because I was on a trip/vacation and I couldn't drive 4 hours away to the dealership just to pick up the vehicle and therefore I picked it up on Wednesday on my way there. You failed to answer my question how your manager was being truthful when he spoke to the Toyota's corporate office. He provided false information to them that he already provided me a discount when in fact he did not. Otherwise, I was hopeful that Toyota would cover some of the costs. Any Toyota dealership would charge the same price of $435 to repair the vehicle as I had called and checked so how can he still claim that he already provided me a discount when in fact he did not. And please ask your staff if they speak english because I did not call them and straight up offered them $300 to repair the vehicle. I simply stated that if it would be possible for the dealership to give me any sort of discount may $100 or anything since this is clearly a defect with Toyota's manufacturing. Next time you reply back, please try to get correct information before accusing me of having unreasonable requests. Warranty has nothing to do with this sort of repairs. Just a couple of weeks ago, this same vehicle was recalled by Toyota due to other manufacturing defect and like I stated before there were other recalls before that. This is clearly a defective model of Toyota and all I asked from Toyota was to cover the cost of the water pump or at least partially cover it. Please advise your staff to be truthful with you before you send me another message through this complaint case.Consumer Response /[redacted]/Sorry for the late reply. I didn't see this message earlier because it was in my spam folder for some reason. The owner of this toyota scion didn't do anything for me and as a result, my complaint wasn't resolved. I hoped to hear back from Revdex.com sooner but if there is still something that can be done, I would greatly appreciate it. Thanks.Sincerely,Mr. [redacted]Business Response /[redacted]/I am sorry customer is not satisfied, we repaired his Toyota per our estimate. It does appear customer is trying to seek reimbursement from the manufacture, this is something we have no authority or control over. Toyota of Henderson takes pride in doing everything we can to satisfy our customers, we apologize we could not accomplish this goal with this situation. Toyota of HendersonManagement Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)The Toyota Henderson didn't cover at least some of my expenses. The manufacture was willing to cover part of the cost but the staff member at the location would not cooperate with the manufacturer. A representative from the manufacturer told me that she would talk to the staff member at Henderson Toyota to try to cover some of the expenses but after speaking to him, she changed her mind.

Promised a spray on bed-liner but will not provide but offered a drop in bed liner instead. I was promised on numerous occasions before the purchase.Problem Date 5/20/2015. Purchase Date: 3/21/2015: 2008 GMC Sierra Z71, Sales Rep:Before agreeing to purchase the vehicle I asked for the scratches and paint be touched up and also asked for a spray-on bed liner. They agreed. When they wrote the contract for this agreement the agreement did not have the spray on bed liner listed. I asked about it not being included and was assured that I would get the spray on bed-liner. I know I asked about this a minimum of 5 times. I kept being assured that I would get a spray-on bed liner with the deal. I signed the papers and because I traded in my vehicle and I live 3 hours away I was told to bring the truck back the following weekend for the paint job and spray-on bed liner. I called to see if the following weekend of April 3-5 would work as I could get a ride since I had to leave the vehicle. When I picked the vehicle up on a Sunday it did not have the spray on bed-liner. I called about it on Monday and was told the paint job was more than they anticipated and he would call me back. It took a couple weeks and I called again. He told me he would call me back. I gave him to the end of the week. He finally told me that he rec'd and I could schedule to bring the vehicle down. When I called him back to assure that it was spray on, I was advised that it would be a drop in bed liner not spray on because the paint job was too much. I am sorry that the paint job was too much but it is what they agreed to before I bought or I wouldn't have purchased that vehicle.Desired SettlementI want to take the vehicle to a reputable company in my area to have the spray on bed liner applied and I am requesting that they pay for it. I will provide the estimate and they can either pay the vendor directly and/or they can send me the check upon receipt of the estimate. Business Response /[redacted]/I contacted the customer on Friday and apologized for the events that took place. The manager that was handling this is no longer employed with us and I had no knowledge of what was going on. I do show were we owe this customer a bed liner, it just doesn't show if it was supposed to be a sprayed-in or a drop-in. I told the customer I would pay for a sprayed-in liner. Since the customer lives out of town I asked him to find out the name and location of the closest business that can do a sprayed in liner and call me back with the name and phone number and I would call and make the arrangements to pay for the bed liner. I am sorry that this has taken this long to take care of but I am happy to take care of one of our customer's concerns. [redacted]Owner