Vancouver Toyota & Vancouver RV Center

Complaint: ***
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I am rejecting this response because:Dealership explanation is unacceptable due to the fact we were very upfront and clear with the sale consultant that we had approved financing by our bank.? In addition we showed the sales consultant documentation proof of payment by our bank once the sale was finalized.? Wasn’t that in compliance with the dealership’s statement Quote? ? “We always follow this process unless a customer has certified funds which are a form of payment that is guaranteed to clear or settle by the company certifying the funds.” Dealership’s statement that their process is designed to protect them and the customer from possible fraudulent activity makes absolutely no sense at all when customers walk in with their own financing by a certified US Bank!? Perhaps it benefits the dealership in question but not the customer who ends up with two credit inquiries.? We had recently got two vehicles from a dealership in Portland, Oregon and did not have to fill out any credit application.? In conclusion we feel the dealership is simply making excuses for the way they do business.? Our regret and perhaps biggest mistake was not to walk away from this sale.? At this point there is no need to pursue any further this issue since we feel it’s a total waste of time.? Thank You?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We have spoken with Mr*** *** today 5/11/regarding this issue, he is the actual owner of the Fleetwood park model and *** is aware that taking care of these issues is a process that we are not in control of When we orginally found out about the damage we knew there were some
cosmetic issues as well as an axle issueWe ordered the axle, after it was manufactured we sent a contractor out on 5/8/to replace the axle but upon further inspection by the contractor, he found out the frame was bentThe contractor did not have the tools or feel comfortable to do the work himselfWe then found someone that we trust to do the work and they are trying to clear their schedule to inspect the frame thouroughly and will let us know when they can complete the workWe do not want to do any cosmetic work until the frame is complete and Mr*** *** agrees with this As far as the plates, we mailed out a postcard letting them know their plates and refund check were available in January and they are still here and Mr*** stated he would pick them upWe are doing everything in our power to resolve these issues but unfortunately we must rely on outside sources to accommodate the work needed therefore it is a process and Mr*** ***s stated he understood and would like to be kept informed

Mr. & Mrs. [redacted],I am sorry to hear that you and your wife did not have a truly exceptional experience while visiting our Dealership. We apologize for any inconvenience and frustration and would like to thank you for taking the time to explain your visit and concerns in detail. All comments...

help to further improve our processes to make our customers visit more streamline and efficient and lets us know what areas we need to focus our training on. After speaking with Management, we will spend more time training on the proper way of explaining our required policies and procedures. Our store does require a credit application to be completed for every potential purchase unless there are certified funds that are in place of financing. Thank you again for your feedback.

Subject: [redacted] Family Concern responseDear [redacted] Family,I apologize for the delayed response and greatly appreciate your patience and understanding. I would also like to apologize for not only the length of time this ordeal has taken but the amount of stress it has caused your family. From my understanding you have been communicating with Tom L[redacted] in regards to your request of fixing all damages.  I have spoken with Tom L[redacted] regarding your requests and he has informed me that on 5/18/2017 the Axle was replaced along with correcting the frame. The interior was just finished and the last couple of things we are waiting on are the roofing, which will be done by [redacted] roofing company and the landscaping that will be done by us. Let me remind you that we do value your business and we sincerely apologize for the inconvenience.

MR. [redacted],I am sorry to hear that you are not satisfied with your Pre-owned 2004 Nissan Pathfinder. however, We have done what is appropriate  to remedy the situation considering the time frame of your requests. Even with you exceeding our 5 day return policy, We invited you back in to...

trade your Pathfinder and place you in a different vehicle but you declined at the time.  We looked over your vehicle multiple times and even replaced the starter for you at our cost with it being months after your purchase. At this point we have exhausted our options and considering the amount of time that has passed after your purchase date, we will no longer be responsible for any future damages to your investment.

Regarding Mr. and Mrs. [redacted] complaint, Vancouver Toyota has processes set in place to protect the Dealership and our customers. Our process is to always have a credit application completed and signed by the customer in order to protect them and ourselves against any possible fraudulent activity. We always follow this process unless a customer has certified funds which are a form of payment that is guaranteed to clear or settle by the company certifying the funds.  Mr. [redacted] was aware that we required a completed and signed credit application and was told we were pulling his credit. It may not be required by law but it is our company policy in order to protect us and the customer.

We have spoken with Mr. [redacted] today 5/11/17 regarding this issue, he is the actual owner of the 2015 Fleetwood park model and [redacted] is aware that taking care of these issues is a process that we are not in control of. When we orginally found out about the damage we knew there were some...

cosmetic issues as well as an axle issue. We ordered the axle, after it was manufactured we sent a contractor out on 5/8/17 to replace the axle but upon further inspection by the contractor, he found out the frame was bent. The contractor did not have the tools or feel comfortable to do the work himself. We then found someone that we trust to do the work and they are trying to clear their schedule to inspect the frame thouroughly and will let us know when they can complete the work. We do not want to do any cosmetic work until the frame is complete and Mr. [redacted] agrees with this. As far as the plates, we mailed out a postcard letting them know their plates and refund check were available in January and they are still here and Mr. [redacted] stated he would pick them up. We are doing everything in our power to resolve these issues but unfortunately we must rely on outside sources to accommodate the work needed therefore it is a process and Mr. [redacted]s stated he understood and would like to be kept informed.

Mrs, [redacted], I am sorry to hear of your unsatisfactory experience. Although changing a headlight cannot cause condensation, that happens over a period of time, we will be more than happy to refund you the $122. The General Sales Manager along with the Service Department Director has...

tried multiple times to reach out to you with no response from your end. Please feel free to contact me directly in order to discuss the preferred method of your refund.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]