Walking Place (The)

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 I am responding to the email regarding [redacted] Toyota [redacted] and his service department never checked out the odor that was coming out of the vents [redacted] our salesman went into the car and turned on the ac and made a face as if he smelled exactly what I was smellingHe turned off the car and got out handed me the keys and while he handed me the keys he looked like he was still holding his breatheI asked him if he smelled it and nodded his head and said, " Ill go see what I can do"As far as the different color goes I feel that I should have been made aware of itIn his response he says that if I was unhappy with the vehicle I was welcome to trade it inI tried to do this but once again I was told that there was nothing else they could do for me unless we gave them more moneyIf Mr [redacted] and his dealership would have been honest about everything from the start all of this could have been avoidedI am at the point of contacting my lawyers and resolving this once and for allI am asking that the GAP insurance of 1,be canceled and refundedI am tired of dealing with a dishonest company Regards, [redacted] ***

Mr***, First of all I would like to apologize for the misunderstanding in pricingUnfortunately there is no way to confirm what the price listed on the website was from back that farPrices and inventory change on the internet at a rapid paceThere is nothing we can do other than offer an apology at this timeThere is a signed contract that shows the vehicle’s selling price that was agreed upon by the dealership and by the customer Sincerely, [redacted] ***Customer Relations Manager

I apologize the response wasn't what Ms [redacted] had hoped to hearThe options available to Ms [redacted] are, she can trade the vehicle in if she no longer wants itShe is also welcome to make an appointment with the service department to have the odor issue addressed againAs for the GAP cancellation goes, we will need Ms [redacted] to come in to the dealership and see a finance manager to sign the required documents in order to cancel the GAP coverage

I spoke with the general sales manager, *** ***We went over the problems Ms*** is having with the purchase of this vehicle*** explained to me that the issue with the odor was checked out by our service department and nothing was found to be causing an odorAs far as the squealing sound
goes, Ms*** is welcome to make a service appointment to have the cause of the sound checked outThe color of the vehicle is as it was when the vehicle was purchasedThe contract was signed and the car was purchased as is by the customerIf Ms*** is unhappy with the vehicle she purchased from *** *** Toyota she is welcome to trade it in for another vehicle, but it can not be returned nor can the financing and contract be changed at this time

Good Morning sir, I do apologize about the miss communication. It is not in Bell Road Toyota policy to offer free gas cards. We have now nor have we ever offered this to any customers. We do provide a full tank of gas with every new car purchase. We also offer complimentary car washes for existing...

service customers. Once again I do apologize for the misunderstanding. GILBERT A. O[redacted]Customer Relations ManagerBell Road Toyota602.863.0600 Main Line602.547.6802 Direct Line[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On June 3rd Ms [redacted] E-mailed Myself,Gilbert O[redacted] Customer Relations Manager. Ms. [redacted] informed me that she still had not received the gift cards. Immediately I personally picked up 2 $25.00 gift cards for [redacted]. They were 2nd day mailed to Ms.[redacted]. On June 9th I received a...

confirmation e-mail from Ms [redacted] stating she received the gift cards.

Customer brought in a 1999 Toyota 4Runner for pre purchase inspection. While vehicle was being inspected there were some issues that were missed by the technician.  Contacted  SM in concern to issues. He stated that Bell Road Toyota is going to do all necessary repairs at NO cost to the...

customer.

Mr. [redacted], First of all I would like to apologize for the misunderstanding in pricing. Unfortunately there is no way to confirm what the price listed on the website was from back that far. Prices and inventory change on the internet at a rapid pace. There is nothing we can do other than offer an...

apology at this time. There is a signed contract that shows the vehicle’s selling price that was agreed upon by the dealership and by the customer.  Sincerely,[redacted]Customer Relations Manager

Please feel free to call Mr. Gilbert O[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.
I am responding to the email regarding [redacted] Toyota. [redacted] and his service department never checked out the odor that was coming out of the vents. [redacted] our salesman went into the car and turned on the ac and made a face as if he smelled exactly what I was smelling. He turned off the car and got out handed me the keys and while he handed me the keys he looked like he was still holding his breathe. I asked him if he smelled it and nodded his head and said, " Ill go see what I can do". As far as the different color goes I feel that I should have been made aware of it. In his response he says that if I was unhappy with the vehicle I was welcome to trade it in. I tried to do this but once again I was told that there was nothing else they could do for me unless we gave them more money. If Mr. [redacted] and his dealership would have been honest about everything from the start all of this could have been avoided. I am at the point of contacting my lawyers and resolving this once and for all. I am asking that the GAP insurance of 1,650 be canceled and refunded. I am tired of dealing with a dishonest company.
Regards,
[redacted]

I apologize for this misunderstanding however; the claims against Bell Road Toyota are incorrect. According to the sales contract that Mr. [redacted] provided, the $400 was not charged 2 times. That fact is incorrect. As I previously stated the trade in had a loan balance of $3900.00 the amount that was agreed upon at the time of sale was $3500.00. The $400.00 difference is Mr. [redacted]’s responsibility to settle his loan. That amount is shown on the contract, [redacted]. The $400 is only charged one time, not two as Mr. [redacted] claims. Nothing was unethical about this sales contract. The $400 was not added to the cost of the car, it was added to the total loan balance.  I have attached the document that Mr. [redacted] provided me to show that there were two $400 charges, I only see one. The other is negative. The alarm still exists on the car, it is not activated. Mr. [redacted] can choose to activate the alarm for the cost of $595.00.The security that was paid for is active. It is called Theft Code. It is a theft recovery service. The VIN is etched into different panels on the vehicle in case it is stolen and parted out. If the car is not located within 30 days, the customer will receive a settlement from Theft Code in the amount of $2,500.00.  I have attached that document.

[redacted] 9.9.15Condition: The Customer was under the impression that she would be approved for her new vehicle but the financing didn't get approved so she had to return the new vehicle after one week. Additionally, when they returned the vehicle to her she expected that...

the repairs would be completed on her trade but were not. The Brakes have been an issue since she bought the car in March. She has been here multiple times. Her last visit, service recommended new tires due to not rotation the tires but, she was under the impression that the rear brakes had been serviced and the tires have been rotated.               Cause: The new vehicle loan did not get approved so they had to unwind the deal. The repairs that she is concerned with were not fixed yet. Service has addressed the brakes issue. But It will need to be looked at again. Remedy: SM contacted the customer to set up a service appt for 9/10/15 at 4:15pm CRM contacted the customer (9/9 at 2pm) to understand the whole situation and the customer is ok with everything at this point. 9/11/15: Update, [redacted] came in to have her brakes serviced on 9/10 @ no charge. Unfortunately as far as the other complaint, about not being approved for the new vehicle, there is not much Toyota could do about that. But apologize.

CRM called and spoke with customer. CRM informed customer that he would do some research and follow up.

Dear Bell ToyotaFirst of all, I suggest that the manager of the Dealership speaks with Ms Renee and this is what was agreed as per the test drive arrangements. Now the Dealership is going back on their word and what more can you expect from a business like this.Also the rude behaviour towards me is not addressed by the manager of Ms Renee.Therefore this matter remains unresolved.Thank you[redacted]

Unfortunately it appears there are some things that were misunderstood. Maybe not explained correctly, but the value that Mr. [redacted] claims to have been quoted for his trade was $3500 which is the same amount that he was given for his trade on his sales contract. The $400 difference that he is...

referring to is the difference to pay off his auto loan. The Balance on his auto loan was $3900.  If you accept less for your car, you are accountable for the remainder of the loan. As far as the alarm goes, we equip all of the vehicles on our dealership lot with an alarm. The customer is given the option at the time of purchase to include the cost of the alarm on their contract and it is left in the car. If the customer declines then it is deactivated. It is possible that this process wasn’t properly explained to Mr. [redacted].

I apologize the response wasn't what Ms. [redacted] had hoped to hear. The options available to Ms. [redacted] are, she can trade the vehicle in if she no longer wants it. She is also welcome to make an appointment with the service department to have the odor issue addressed again. As for the GAP cancellation goes, we will need Ms. [redacted] to come in to the dealership and see a finance manager to sign the required documents in order to cancel the GAP coverage.

The original price of the vehicle was $18600.  The trade in amount is not disputed...$3500.  The price of the vehicle was increased by $400 to make the total price $19000.  This was done to offset the trade in amount being less than what was negotiated.  The problem is that the total price was increased by $400 twice (18600+400 and then an additional 400 described as "[redacted]")...and the finance officer said it was only increased once (thus, misrepresentation).   Attached is the contract and circled are the amounts that the finance officer said canceled out...but in reality, the total price never changes when the additional $400 is added.  This was brought to Toyota's attention the VERY NEXT DAY (after purchase) because I admitted to missing the fact that they didn't cancel out (upon signing) and offered to return if not corrected.  Toyota denied the return and has yet to address the misrepresentation.  Also worth noting...Paperwork was signed at the time the actual deal was made with sales showing the offer that was agreed upon...$19000 + $3500 for trade in (Toyota refuses to disclose this).    As for the security, I also agree I did not pay for it to remain in the vehicle.  I was never told that it would be removed if I didn't pay nor is there any paperwork that shows that it was declined (that I am aware of).  So, Toyota never told me or had me sign for anything that allowed them to alter the vehicle from when I test drove it.  When the security system was removed, I was told that the vehicle was being washed and did not realize it was removed until later.  Once again, management at Toyota turns a blind eye to the facts.  I have told them to provide anything in paperwork that shows this to be incorrect...and they have not provided documentation (which I would think they need to have) that will lay this issue to rest.