Vadis

Complaint ID # ***
Company Name: Elmhurst Toyota / Scion
Contact Phone: ***
Contact Email: t***@elmhursttoyota.com
Person Who Sent the Complaint: *** ***
In response to above complaint, we would like to state documented facts leading us to this point:
-Mr*** initiates contact on this particular vehicle with our dealership on 05/01/through ***.COM
-Our client advidsor, *** ***, contacted Mr*** back and during next two weeks discussed vehicle condition and purchase options via email and phone
-Mr*** completed purchase on 05/16/Vehicle was sold in "as-is" condition and Mr*** opt out Vehicle Service AgreementAt that time *** report was presented to and signed (one owner, no accident/ damage reported) by Mr*** as well
-On 05/27/Mr*** called dealership back, after he inspect vehicle, and expressed his concerns about a few missing parts (e.gfog lamp cover) or detached parts (wheel housing plastic cover)
-As a good will gesture, we sent all parts causing a concern to Mr***, via ***, free of charge
-Almost months after sale is completed, Mr*** contacts us again, with a new issue that was not previously detected demanding money for repairs
-Mr*** spoke to our used car managers, Mr*** and Mr***In past weeks they did try to come up with solutions, as a good will gesture, to help Mr***We invited Mr*** to bring vehicle back so we can inspect the vehicle, he refusedOur dealership offer to Mr*** to trade the vehicle in (for same amount he purchase it), Mr*** refused againMr*** even offered Mr*** $to settle this problem, Mr*** responded via email "Why would I settle for $1000"
-We feel our dealership has done nothing wrongIf anything, we did go an extra mile to help this customerBased on Mr***'s detailed after the sale inspection, this issue was not detectedThe fact is, months later, other things might of happened to cause this issue
We are a family owned and customer oriented dealership for over yearsWe always help our customers with reasonable requestsOur dealership offered this client multiple solutions, and they were all refused by him
At this point, as a good will gesture, we still want to offer Mr*** one of three solutions we mentioned above
*** ***
Director of Sales Operations
Elmhurst Toyota/Scion

Initial Business Response /* (1000, 5, 2015/07/03) */
Contact Name and Title: Jim [redacted]
Contact Phone: (630) 816-5765
Contact Email: [redacted]
To whom it may concern:
In responce to case #[redacted]. The cutsomer came in the dealership and purchased a car from Elmhurst...

Toyota. We ran the customers credit with $1800 as a downpayment and could not get him financed. The salesperson was told by the customer a few days later he can put $3000 as a downpayment. We did get the customer approved with the additional money down. In the interm he went shopping and bought a car from a different dealer. He came in the dealership and the Sales Manager returned his down payment.
Thank you
Jim [redacted]

Complaint ID # [redacted]
Company Name: Elmhurst Toyota / Scion
Contact Phone: [redacted]
Contact Email: t[redacted]@elmhursttoyota.com
Person Who Sent the Complaint: [redacted]
 
In response to above complaint, we would like to state documented facts leading us to this point:
-Mr. [redacted]...

initiates contact on this particular vehicle with our dealership on 05/01/2015 through [redacted].COM
-Our client advidsor, [redacted], contacted Mr. [redacted] back and during next two weeks discussed vehicle condition and purchase options via email and phone
-Mr. [redacted] completed purchase on 05/16/2015. Vehicle was sold in "as-is" condition and Mr. [redacted] opt out Vehicle Service Agreement. At that time [redacted] report was presented to and signed (one owner, no accident/ damage reported) by Mr. [redacted] as well.
-On 05/27/2015 Mr. [redacted] called dealership back, after he inspect vehicle, and expressed his concerns about a few missing parts (e.g. fog lamp cover) or detached parts (wheel housing plastic cover)
-As a good will gesture, we sent all parts causing a concern to Mr. [redacted], via [redacted], free of charge.
-Almost 6 months after sale is completed, Mr. [redacted] contacts us again, with a new issue that was not previously detected demanding money for repairs.
-Mr. [redacted] spoke to our used car managers, Mr. [redacted] and Mr. [redacted]. In past 3 weeks they did try to come up with solutions, as a good will gesture, to help Mr. [redacted]. We invited Mr. [redacted] to bring vehicle back so we can inspect the vehicle, he refused. Our dealership offer to Mr. [redacted] to trade the vehicle in (for same amount he purchase it), Mr. [redacted] refused again. Mr. [redacted] even offered Mr. [redacted] $1000 to settle this problem, Mr. [redacted] responded via email "Why would I settle for $1000"
-We feel our dealership has done nothing wrong. If anything, we did go an extra mile to help this customer. Based on Mr. [redacted]'s detailed after the sale inspection, this issue was not detected. The fact is, 6 months later, other things might of happened to cause this issue.
We are a family owned and customer oriented dealership for over 50 years. We always help our customers with reasonable requests. Our dealership offered this client multiple solutions, and they were all refused by him.
At this point, as a good will gesture, we still want to offer Mr. [redacted] one of three solutions we mentioned above.
 
[redacted]
Director of Sales Operations
Elmhurst  Toyota/Scion

Revdex.com:Option 1:  I refused to bring back the vehicle back as its a 4hr drive each way and I explained to [redacted] that I will bring the car back only if the cover my expenses(Days off of work as I told him I have no vacation time left) along with tolls and fuel.  He flatly rejected this option and mentioned maybe getting me into a different car. Option 2: I was never offered to trade the vehicle in (for the same amount that I purchased it). [redacted] never came back with any numbers towards getting me into a different car and this is when I was told that I need to talk with Tony.Option 3: I was never truly offered A $1,000.00 to settle the problem, but at this point I will accept payment of $1,000.00 to settle this issue.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that Option 3 of payment of $1,000.00 to resolve this issue is satisfactory to me.
  Please see my responses above on all three options.
Sincerely,
[redacted]