Pappas Tom Toyota

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ We have never and will never "fraudulently induce" a customer to buy a carThis customer found our car online and did his research for the vehicle before coming on our lotWe post a carfax to every car online and it is available at a click of a buttonThis vehicle did have an accident but had been repaired to perfect conditionIt is a very clean carThis customer bought the car at his own free will and any suggestion otherwise is not accurateWe reduced the restocking fee for this customer in the name of great customer serviceAt some point a customer must take responsibility for his purchaseWe will be unable to help out any further on this transaction

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Contact Name and Title: [redacted] Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @pappastoyota.com Customer agreed to have additional work (parts) performed while frame replacement was being conducted under warrantyCost for additional services was reduced due to having vehicle apartWe had advised customer that repairs made would be at a reduced investment during the warranty repair and customer then agreed to have services performed All trucks are aligned per frame replacement recallWhen customer returned expressing concern with balance, customer declined to have wheels and tires balanced In conclusion, we performed services that customer agreed to, outside of the recall, and customer was only charged for those services

This customers situation was mishandled here at the dealership thru a few different errors We have since reached out to [redacted] and took care of both tires, apologized and invited her back for future serviceThe customer now seems happy and the situation has been resolved [redacted] Sales Manager [redacted]

Pappas Toyota Response: Customer brought her vehicle in for battery checkProblem was discovered and resolvedCustomer stated that window was also not operating at designedUpon permission from customer to perform diagnosis and repair it was discovered that the bolts fastening the window regulator had backed out, rendering it inoperableOur technician secured the bolts so that the window regulator would operate again, allowing the window to now close completelyWe checked and the window rolls all the way up and all the way downThe concern that the window stays half open is a result of the “auto-up/auto-down” featureThat feature has failed and is unrelated to the repair that we performed when we fastened the bolts back in placeThe customer had an individual with them, their relationship is unknown, who acknowledge that the window previously had this issue and would auto roll up and then back down half wayPappas Toyotas service manager offered a very aggressive repair option to remedy this concernThe offer was for the customer to pay for the part and we would generously cover the labor of installing a new window regulator, one that would not back down half way after the auwas engagedCustomer declined this offerThe body shop quote was provided to the customer per their requestPappas Toyota provided all the services that both parties agree onWe apologize for the slight delay of service and strive to serve all our customers in a timely and efficient manner

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Unfortunatly this was a yr old vehicle and had well over 100k miles on itWe have to sell old high mile vehicles because nobody can guess when they might need a repairWe did also do a state inspection, and when we did the state inspection we did the work needed and it passedWe stand firmly behind our service department because they will not pass a vehicle that should not passAnyone stating that the vehicle should not have passed months ago is simply speculatingWe did sell the vehicle and would not be able to make these repairsAll AS IS documentation is available if needed

Wow-what a well written terrible account of what happened. Let me apologize for the 18th time "WE ARE SORRY THAT WE QUOTED A 2017 PRICE FOR THE 2018 RAV4". The 2017 Rav4's have a close out $2000.00 rebate from Toyota and the 2018's do not. We would still be willing to get a 2017... for that price quoted as the vehicles have not changed in appearance or equipment. Most people accept an apology when offered but I think that is too much to ask of this customer.

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ The vehicle in question was a vehicle that is almost yrs oldThe vehicle was sold no warrantyWe did state inspect the vehicle and it passedContrary to what the auto-parts store employee thinks, we do not trick vehicles into passing a state inspectionUnfortunately we will be unable to participate in the repair

The vehicle in question was purchased "as is with no warranty" to the consumer. The customer was fully aware of the terms of purchase and additional documentation is available if necessary. Even if the 12YR OLD, MILE vehicle was not abused (and there are several indications that
it was) it is the customers responsibility for any and all repairs to the vehicle. Unfortunately we are unable to help under these circumstances

Mrs***,
As we discussed on Sept 23rd, to perform the warranty enhancement you brought your vehicle in for, ancillary parts on your vehicle had to be removedThe part you are seeking reimbursement for was broken before you brought your vehicle inConsidering the part is under tension on
the vehicle, once removed to perform the enhancement, there is no way to re-install a broken partWe did not break the part but rather informed you of its condition once removedWe informed you of the situation that day and you authorized the replacementYou submitted your case to Toyota asking them to cover the part, they informed you that it would not be coveredOnce you presented to me that Toyota declined to cover it you wanted me to cover the partI offered you a good will $credit, the amount equal to the tensioner that was replaced because no labor was charged, of which you declined
The removal of the soot build up is a service we offer to many customers with high mileage vehiclesThat day you chose to have that service performed separate from the enhancementYou presented that service to Toyota asking for them to cover it and they declinedAlthough you stated that"I argue that the over usage of oil was the cause of the soot build up in the fuel injection area, and clean up should also be covered by the warranty enhancement, not me." That is an issue you need to converse with Toyota about, which I believe you did, and they declined
I am sorry that you believe Pappas Toyota and myself have insulted you, that is never our or my intentThe conversation between you, your friend, and myself on Sept 23rd I thought was very informative for both sidesAlthough you two were very passionate on what you wanted, I thought we parted with a professional understanding of the efforts I was going to take to help you with Toyota or on Pappas Toyotas behalf
Of course customer retention is one of our highest prioritiesPlease reach me at *** when you'd like to utilize the good will offer of $
Thank you,
*** ***

Pappas Toyota Response: Customer brought her vehicle in for battery check. Problem was discovered and resolved. Customer stated that window was also not operating at designed. Upon permission from customer to perform diagnosis and repair it was discovered that the bolts fastening the window...

regulator had backed out, rendering it inoperable. Our technician secured the bolts so that the window regulator would operate again, allowing the window to now close completely. We checked and the window rolls all the way up and all the way down. The concern that the window stays half open is a result of the “auto-up/auto-down” feature. That feature has failed and is unrelated to the repair that we performed when we fastened the bolts back in place. The customer had an individual with them, their relationship is unknown, who acknowledge that the window previously had this issue and would auto roll up and then back down half way. Pappas Toyotas service manager offered a very aggressive repair option to remedy this concern. The offer was for the customer to pay for the part and we would generously cover the labor of installing a new window regulator, one that would not back down half way after the auto-up was engaged. Customer declined this offer. The body shop quote was provided to the customer per their request. Pappas Toyota provided all the services that both parties agree on. We apologize for the slight delay of service and strive to serve all our customers in a timely and efficient manner.

Initial Business Response /* (1000, 5, 2015/09/17) */
Unfortunatly this was a 16 yr old vehicle and had well over 100k miles on it. We have to sell old high mile vehicles AS-IS because nobody can guess when they might need a repair. We did also do a state inspection, and when we did the state...

inspection we did the work needed and it passed. We stand firmly behind our service department because they will not pass a vehicle that should not pass. Anyone stating that the vehicle should not have passed 3 months ago is simply speculating. We did sell the vehicle AS-IS and would not be able to make these repairs. All AS IS documentation is available if needed.

This customers situation was mishandled here at the dealership thru a few different errors.  We have since reached out to [redacted] and took care of both tires, apologized and invited her back for future service. The customer now seems happy and the situation has been resolved.  ...

 [redacted]Sales Manager[redacted]

The vehicle in question was bought almost 2 yrs ago with 147000 miles on it and at the time it was sold "AS IS NO WARRANTY NO EXCEPTIONS".  Also there was not a recall on the vehicle regardless of what [redacted] told her so it would not show up on the [redacted]. The car has not been serviced since...

she bought it so we would have no way to check for oil consumption. Unfortunately there is nothing that can be done for this customer.

(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that Mr. [redacted], of Pappas Toyota is changing the actual chain of events with regard to my request for reimbursement. As indicated in Attachment #4, Paragraph 2, [redacted] (Chief Mechanic at Pappas Toyota) informed me that the tensioner was broken during removal by their mechanic, but that I had to pay for it because Toyota would not pay for it. Mr. [redacted] is trying to say that the tensioner was already broken when I brought the car in. That is simply not true. I have included all evidence accumulated in this case and I respectfully request that you refer to it when making a determination. I took my car to Pappas Toyota in response to a Warranty Enhancement (recall) letter sent to me by Toyota Motors of America. At the time I was totally unaware that there were any other problems, mechanical or otherwise with the car. Mr. [redacted]' detail of the condition of my automobile when it was brought in, is contrary to the facts stated above. Refer to paragraphy 4 of attachment 4, "I felt that I had been taken advantage of, due to my lack of knowledge regarding automobile engines. Further, I understood that there would be no charge for this Toyota Warranty Enhancement, yet, I was required to pay $368.71 to Pappas Toyota before I could retrieve my car." "Although there were no labor charges, which tells me that Pappas treated this repair as covered by the Warranty Enhancement Program, the broken 'tensioner' should have been the responsibility of the party breaking it, i.e. Pappas Toyota, in the process of doing the Warranty work. It was not my fault and I should not be held responsible for paying for it."

Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@pappastoyota.com
Customer agreed to have additional work (parts) performed while frame replacement was being conducted under warranty. Cost for...

additional services was reduced due to having vehicle apart. We had advised customer that repairs made would be at a reduced investment during the warranty repair and customer then agreed to have services performed.
All trucks are aligned per frame replacement recall. When customer returned expressing concern with balance, customer declined to have wheels and tires balanced.
In conclusion, we performed services that customer agreed to, outside of the recall, and customer was only charged for those services.

Initial Business Response /* (1000, 5, 2015/10/02) */
We have never and will never "fraudulently induce" a customer to buy a car. This customer found our car online and did his research for the vehicle before coming on our lot. We post a carfax to every car online and it is available at a click...

of a button. This vehicle did have an accident but had been repaired to perfect condition. It is a very clean car. This customer bought the car at his own free will and any suggestion otherwise is not accurate. We reduced the restocking fee for this customer in the name of great customer service. At some point a customer must take responsibility for his purchase. We will be unable to help out any further on this transaction.

Wow-what a well written terrible account of what happened.  Let me apologize for the 18th time "WE ARE SORRY THAT WE QUOTED A 2017 PRICE FOR THE 2018 RAV4".  The 2017 Rav4's have a close out $2000.00 rebate from Toyota and the 2018's do not.  We would still be willing to get a 2017...

for that price quoted as the vehicles have not changed in appearance or equipment.  Most people accept an apology when offered but I think that is too much to ask of this customer.

Complaint: [redacted]
I am rejecting this response because:We were sold a car that was a lemon from the beginning. The dealership sold a vehicle that had prior damages that were not stated at our time of purchase hence the breakdown after 11 days from purchase after only 340 miles were put on it. The "as is/no warranty" description also entails being notified of any prior damages to the vehicle before purchase, of which, we were not. That is also moral practice for a company to abide by. I am not satisfied with the outcome and I would like this matter rectified.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
The vehicle in question was a 1996 vehicle that is almost 20 yrs old. The vehicle was sold as-is no warranty. We did state inspect the vehicle and it passed. Contrary to what the auto-parts store employee thinks, we do not trick vehicles into...

passing a state inspection. Unfortunately we will be unable to participate in the repair.