Tustin Toyota

[redacted] , our Finance Director at the time of the complaint discussed the issue with [redacted] and, in the interest of customer service, subsequently offered her the opportunity to cancel her lease re-purchase and obtain her own means of financing the purchase of her vehicle He also told her that, even though new tires had installed on her vehicle, she would not be charged for them if she decided to cancel She elected to stay with the original purchase contractThank you, [redacted] Tustin Toyota 714-439-

We have attempted to contact Ms*** regarding her complaint however we have not been able to reach her and our voicemail message left by *** ***, asking that she contact us, has not been returned. We are open to discuss any issues she has regarding her vehicle lease. She
is welcome to contact us to set up a time to review and discuss the items that have not been resolved

Hello,I wanted to provide an update on my claim #***.The company has completely made the repair on my car and also went an extra mile to keep me as a customer.Please withdraw my claim.Thank you,***

[redacted], our Finance Director at the time of the complaint discussed the issue with [redacted] and, in the interest of customer service, subsequently offered her the opportunity to cancel her lease re-purchase and obtain her own means of financing the purchase of her vehicle.  He also...

told her that, even though new tires had installed on her vehicle, she would not be charged for them if she decided to cancel.  She elected to stay with the original purchase contract. Thank you, [redacted]Tustin Toyota    714-439-3311

Management has reached out to guest, and issued guest a full refund via [redacted]. Customer is satisfied at this time.

Mr. [redacted] contacted us on May 19th 2016 requesting purchase and lease information for a
2016 Tacoma TRD Sport. Customer was contacted by Internet Sales Representative, [redacted] Troncoso, and
was advised that the Tacoma ad could not be honored due the fact that it was for a 2016 Tacoma SR5...

and
the offer was only available through participating Central Atlantic dealers. Mr. [redacted] was also
informed that any information provided pertaining to a new lease/purchase would be based on $5,000
equity pending an appraisal. An appraisal was completed and the customer was informed that his vehicle
was appraised with $4,000 in equity.
Please see attached ad and request.
Tustin Toyota would be happy to help Mr. [redacted] with a lease/purchase of a new vehicle, as well as
provide information to include any current incentives and offers, if available, in the Los Angeles Region.

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 GM did not provide an estimated date for my HOV lane application. I am expecting a weekly status by email from the dealership on the application and not myself requesting status from them.I would also require the dealership to be responsible for the full amount of the CA rebate if the funds run out before my application is approved.There is also no assurance from the GM of the steps that will be undertaken by the dealership to prevent such a situation from occurring to another customer.
Regards,
[redacted]

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. ...

I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I received a personal phone call from [redacted] at my office and he explained the issue and was extremely courteous and helpful.  It was truly great of him.  
Regards,
[redacted]

Review: I own a Toyota model Rav 4 2006, Which had a recall to replace the spiral cable sub-assembly. I took my car for service on December 30,2014. On 1-25-15, I was driving my Vehicle and I suddenly Braked hard and the Air Bag Came out of place from the steering wheel, It is hanging loose. I am very Upset of what could have happened if I were in a major car accident. I called Tustin Toyota left a message On Sunday 1/25/15. This should not have happened I took my car for a repair that was left worse A LOOSE AIRBAG. I am concerned that this may happen to someone else because of negligence.Desired Settlement: I want to make sure that Toyota has a safety plan put into place so that this does not happen again.

Consumer

Response:

Hello,

Review: I dropped my car for an oil change on 4/18/14 and waited onsite for 2.5 hours! I picked up the car and noticed that it wasn't washed as it normally does after an oil change, there was also no reminding sticker of the next service mileage, and my car is still flashing light for "Oil change required". I took my car to another local Toyota dealer service the next day and they verified in writing that there was no oil change or any service done to the car. I went online to post a negative survey on Yelp and noticed that there were others with the similar problems from Tustin Toyota Service Dept. There were too many service complaints about this place on Yelp and nothing is being done. So I'm planning to report them to all major local news networks for investigation to see if it gets their attention not to continue doing this to their customers.Desired Settlement: None offer to me

Business

Response:

Hello Ms. [redacted],

Thank you for your response. I can understand your hesitation for not wanting to bring your vehicle back to us, but again, please be assured that I will be the one that makes sure everything goes as promised. I checked with Toyota to see if we could purchase additional pre-paid maintenance on your vehicle and it is unavailable. I can extend your maintenance here at Tustin Toyota if you would like. I will mirror the factory recommended service for the 12 months and perform the services at no charge to you. If that will not be satisfactory to you, I will reimburse you for your factory 80,000 mile service when you have it performed. After the service if performed, all you would need to do is email me a copy of the receipt and I will have a check mailed to you.

My original offer still stands, we perform the 80,000 mile service and a complete detail on your vehicle at NO CHARGE. While your vehicle is here you will be provided a rental car at no cost. The 80,000 mile service includes am oil change, tire rotation, battery service, and a complete multi-point inspection, the normal price for the service is $119.95. The detail is a complete interior cleaning and a full wax of the outside of the vehicle. Our normal price for a detail is $139.95. After the service is complete, we will fill your tank with gas. As I stated above, I will also extend the factory recommended service schedule for the next 12 months.

If I have not addressed all of your concerns or if you have any other questions, please contact me at 714-715-1813 or by email.

Again, thank you and please accept my apology.

Sincerely,

Service Manager

Tustin Toyota

Review: My husband and I went to this dealership because although it wasn't the closest, but a good size. They did not have what we were looking for but offered to trade to another dealership for what we wanted.

I love the product but their salesmanship and ethics are completely lacking. The salesman and managers negotiated with us to a price we agreed upon. Then, in the finance office, questions came up and we were given the run around and questions avoided. Contracts were signed, ripped up, and rewritten. After 8 hours we drove off in our new vehicle only to have even more questions and shocks when the final contract was closely read over.

Contacting the dealership, I was told to come back in that we would leave happy. Upon arriving, we were offered a different truck, offered parts switched that could void our warranty, and offered spray protection that had been previously promised but told it would not be warrantied. We told the manager that we did not find any of these offers acceptable and only wanted what was previously promised us or we would complain to Toyota USA. He told us that they could do what they want and screw Toyota. We asked if we could just have the car back that we sold and they could take to new car. He told us that it had already been sold or he would do that for us. Needless to say, we DID NOT leave happy.

Then two months later, I received a $234 toll road bill for the car I sold to that dealership and signed over papers. Calling about this, I was told that my car I sold them had NOT been sold at that time. It was sold 2 months later and now I was getting their toll bills for paperwork the dealership had not filed correctly.

I am continuing to fight this dealership for their unethical sales tactics and shoddy service.

I would not recommend this dealership to anyone and advise all who I know to steer clear and my family is a 4 generation Toyota buyer family.

I have filed a complaint with the Attorney General, the DMV and the Revdex.com.Desired Settlement: I only want what was promised to me in sales and negotiation. I have repeatedly tried to contact the GM and left multiple messages. I would like to be contacted by the general manager and be given the $4,200+ that I was promised in negotiations, GAP insurance, and inside and outside protection that was also promised. Or given the money back that was given for the car I sold to the dealership, the truck handed back, and contract is void. I love my truck and would not like to lose this product but I believe the dealership has treated me so badly that they should go above and beyond what they have previously promised.

Business

Response:

We have attempted to contact Ms. [redacted] regarding her complaint however we have not been able to reach her and our voicemail message left by [redacted], asking that she contact us, has not been returned. We are open to discuss any issues she has regarding her vehicle lease. She is welcome to contact us to set up a time to review and discuss the items that have not been resolved.

Review: I leased Toyota Yaris on 2008 and ended on April 2013. When the lease ends I decided that I will purchase the car. Per Toyota Financial Services (account holder) the car residual value is approximately $5000 plus registration and other fees. During the purchase application I had the car with me at Tustin Toyota for their inspection and repair as they explained to me. Since I know that the car has no problem at all, I asked the manager what kind of repair is needed. She told me she cannot tell me upfront because the mechanic is still checking it and will show it to me at the later time.They processed the purchase documents and they presented to me the Cash Price Value of the car which is $7,893.00 way above the residual value of $5,000.00 I asked the manager how they come out with the price and she told me because of the cost for the repair of the car. I signed the purchase agreement for the price of $7,893.00 without seeing the list and amount of repair to the car. After signing application I asked a copy of receipt of the repair and I was surprised that the total amount is only $480.86. Without any fees the price should be $5,000.00 plus $480.86 is approximately $5480.86 way below $7,893.00I am trying to communicate with Tustin Toyota through email and phone calls regarding the selling price and explanation but still no luck.Desired Settlement: See Complaint Text

Business

Response:

[redacted], our Finance Director at the time of the complaint discussed the issue with [redacted] and, in the interest of customer service, subsequently offered her the opportunity to cancel her lease re-purchase and obtain her own means of financing the purchase of her vehicle. He also told her that, even though new tires had installed on her vehicle, she would not be charged for them if she decided to cancel. She elected to stay with the original purchase contract. Thank you, [redacted]Tustin Toyota 714-439-3311

Review: I bought the car at the used Tustin Toyota dealer located at 36 auto center drive tustin ca 92782 I had it for 5 weeks I had problems since I bought it I took it the first time they told me dont wrong they replace brakes. I took it away and because it was making noise and they told me it was the tire thread. I took it a 3 time they were been rude and told me not to come back until Monday.

I purchased a used 2010 Toyota Camry from Tustin Toyota on June 1 2014. The first time I took my car in was for the front breaks along with that I had told the service department that I was hearing a loud humming noise in the front right side of the car. When they called me to pick up my car they stated that they had changed the front breaks and that nothing else was wrong with my vehicle. The second time I took my vehicle in for repair it was again for the loud humming noise in the front of my car I also told them that my car was shaking when I was stopped or I put my car in reverse. That evening they called me and told me that it could be the tire threads that could be making the noise. The service associate told me that the noise would eventually Go Away. I took in in a 3rd time on 7/14 and told them that they need to fix the noise and I told them once again about the humming and I told them about the shaking it makes when I am stopped or I put the car in revers I also told them that I was hearing a loud noise when I go in reverse. When the sales associate called me on Tuesday 7/15 he had told me that they could not figure out what the noise was and that he was going to have another mechanic see the vehicle to see if they can figure out what the issue was. He stated that if they couldnt figure out what the issue was that he would need to call someone from corporate to take a look at my car. They changed the front tires and the back breaks. I am still having the same issues with my. The sales associate named Danny also told me that the used car sales manager did not want to put in any more money on my vehicle, which I feel is wrong! I went for a reliable car but the service that I have gotten every single time that I have gone in to take my car has been bad they are so rude they make me and my husband feel so uncomfortable as if its our fault that they sold us a unreliable car. I owed a 2009 Camry before and it NEVER sounded the way this car sounds.Desired Settlement: I want to take the car back and not be responsible call it even want to return these unrealiable car

I would like Tustin Toyota to do a Refund, I would like for them to cancel out the loan Financed and take back their unreliable car. They obviously can't fix the problem with this car since it has been taken to them 3 different times, and at this point I don't feel safe driving in an unreliable vehicle especially on the freeway!

Business

Response:

Review: I purchased a vehicle on the 6th of July 2014. As a first time buyer they should inform me about everything but I was mislead on my vehicle purchase I asked the gentleman , Fai, the one that is in charge of the financing. He did not explained and didn't tell me about my apr % and failed to state that in the long run that my vehicle is going to be worth $39,705.36 at the end they were not thorough about the process in the purchasing. I asked the gentleman if my total cost was going to be $24,153.95 with everything he said "yes" I asked him again so is that all I m going to pay nothing more he stated "yes that's the only your going to pay $24,153.95 " because my vehicle was originally worth $20,735.00 so I signed the contract. When I reviewed more in depth I noticed that what he told me was not correct and mislead me on my vehicle purchase. I believe that their selling practices are wrongful because they lead the consumer to believe one thing and lead you on to buy something that in the end is pricier than they initially say your going to pay. I went back to tell them that this was not something that did not ask for and they did not really helped me they initially told me that I didn't need a co-signer the day I purchased the vehicle and when I went backthen they told me that I needed a co-signer for my interest rates to go down and that was the only thing I could do.Desired Settlement: Honestly I love the vehicle but I cannot pay $40,000 and I want to return the vehicle and when I went back to the dealership if I can return it they stated there was no cooling off period. Is there any possible way I cancel my agreement and get my down payment back without having my any problems.

Business

Response: