Vancouver Toyota & Vancouver RV Center

Complaint: [redacted] I am rejecting this response because:For starters, the complaint clearly lists my son and I's namesThe vehicle is in my wife's and I's name, I have asked my son and daughter in law to aid me in taking care of thisThus we used her email for our complaint.Second of all, I did receive a call yesterday, not today, and I told the dealership to speak with my son or daughter in lawI also informed them the letter from our family clearly states the facts and our position at this pointI also added that if they continue to jerk our family around and carry this out longer I will retain an attorneyIt was has been almost five months and the only progress I see is an axle sitting on the ground and bolts tapped to a bent frameThe dealership has had ample time to resolve the damage and aside from the axle sitting on the ground, contractors coming out unannounced several times over months and months is acceptable to themI've been in the logistics industry for over years and am a regional manager in charge of trailer repairs and truck tractor repairI can tell you it does not take close to five months to order an axle and drop it offWe have a mounting pile to hand over to our attorney should the dealership continue to act in such an unprofessional manner

Complaint: [redacted] I am rejecting this response because: The response is untruthful.The headlight bulb was installed incorrectly causing me to have extremely limited light on that side (think marker light brightness) and when my other headlight went out I basically had no low beam headlightThe headlight had been installed incorrectly for almost months (maybe enough time for condensation espconsidering the intense rain we had had or maybe not - but the result was a damaged headlight assembly from the bulb being installed sideways)The service department never attempted to contact meI have no record of any incoming call from the service department on my phone and I only use my cell phone numberThe General Manager did call and although it took several days to actually make a connection we were able to talk about thisHe apologized for the way this was handled and offered a reimbursementThe refund has been received and deposited and as far as I am concerned the matter is closedThe response they sent me (copied above) makes me extremely cautious about ever doing business with them again.Sincerely, [redacted] ?

Mr& Mrs [redacted] ,I am sorry to hear that you and your wife did not have a truly exceptional experience while visiting our DealershipWe apologize for any inconvenience and frustration and would like to thank you for taking the time to explain your visit and concerns in detailAll 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 onAfter speaking with Management, we will spend more time training on the proper way of explaining our required policies and proceduresOur store does require a credit application to be completed for every potential purchase unless there are certified funds that are in place of financingThank you again for your feedback

We have spoken with Mr [redacted] today 5/11/regarding this issue, he is the actual owner of the Fleetwood park model and [redacted] is aware that taking care of these issues is a process that we are not in control ofWhen 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 [redacted] agrees with thisAs 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 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 [redacted] ***s stated he understood and would like to be kept informed

MR [redacted] ,I am sorry to hear that you are not satisfied with your Pre-owned Nissan Pathfinderhowever, We have done what is appropriate to remedy the situation considering the time frame of your requestsEven with you exceeding our 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 purchaseAt 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

Subject: [redacted] Family Concern responseDear [redacted] Family,I apologize for the delayed response and greatly appreciate your patience and understandingI 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 familyFrom 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/the Axle was replaced along with correcting the frameThe 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 usLet me remind you that we do value your business and we sincerely apologize for the inconvenience

Regarding Mrand Mrs [redacted] complaint, Vancouver Toyota has processes set in place to protect the Dealership and our customersOur 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 activityWe 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 creditIt may not be required by law but it is our company policy in order to protect us and the customer

Mrs, [redacted] , I am sorry to hear of your unsatisfactory experienceAlthough changing a headlight cannot cause condensation, that happens over a period of time, we will be more than happy to refund you the $The General Sales Manager along with the Service Department Director has tried multiple times to reach out to you with no response from your endPlease feel free to contact me directly in order to discuss the preferred method of your refund

Complaint: [redacted] ? 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 [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

MR***,I am sorry to hear that you are not satisfied with your Pre-owned Nissan Pathfinderhowever, We have done what is appropriate to remedy the situation considering the time frame of your requestsEven with you exceeding our 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 purchaseAt 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.

Mr. ***,
I have read your email several times and I am at a loss for how to respond based on some of your comments and the totality of circumstances, so let me start here. We are sorry! I am fully aware of this transaction up to this point and know where we stand and what we
have offered to try and repair the relationship as the direction has come from myselfAs a man who runs a dealership, takes great pride in his staff and our involvement in the community, I am concerned with the tone of the conversations while hopeful for positive resolution. We made a mistake, yes and I am truly sorry. I have handled that mistake internally from a staffing stand point as well because that is not the type of representation I want at our dealership. I am all about our clients receiving the highest level of service and satisfaction possible. Mistakes will happen but my job is to at all times protect my store and staff while maintaining a high level of retention, I have done all of these making us the "Best New Car store to purchase from in Clark County for 2016!" I have an extremely talented staff and management team, here to serve. I want to make you happy, I want to restore your faith in our abilities and I personally want to earn your business time and time again, however, I cannot honor the original deal and lose that type of money on a single transaction. I am sure from a business and financial stance, you understand. Or at least I hope you do. I will sweeten up our final offer by an additional $and would like to offer you $4,on your Camry. I will also do what I can from a fixed operations perspective to assist as well to cater to your needs and keep your car running in a superior fashion. You have done business with us in the past and referred several clients to our facility, which I appreciate and I assume those friends of yours and clients of ours received the same level of service you did otherwise the referrals would have stopped. This is based on our ability to serve our clients automotive needs, our appreciation of the continued business and our simple approach of making it easy to do business with a dealership who has been part of Clark County for years. I am extremely active with collaborating with various organizations in our community because I care and our staff always want to give back to charities and organizations as a token of our appreciation and as a faith impacted dealership, it is the right thing to do. As far as our reputation, I have been building it since as a Sales Manager and more recently as a General Manager since February of 2015. We are one of the highest rated client satisfaction stores in the region both in sales and service including retention, this is based on our simple approach of "We Make it Easy" I am sorry this transaction has been such a nightmare.
I have this Camry XLE with AT package reserved for you, stock # *** based on the numbers Katie, Nate and I offered you in addition to my extra $off for the final opportunity to retain your business. I understand another dealer has quoted you on my vehicle, or one with comparable equipment but at a higher price. Allow Nate, Katie and myself to earn your business on this vehicle, shake your hand personally and continue to provide automotive needs to you and your familyWe offer hugs as well and would like to have you and your wife leave here with a revised perspective on how we do business, stand behind our product and most important, our clients and their well being. This offer is well below what I, as a GM, could purchase for as a peace offering to you Sir
In closing Mr. ***, please accept our most sincere apology and recognize our generous attempt to make this right for you and your family Sir. Feel free to call me on my personal cell at *** to discuss further and schedule a time to pick up your new Toyota Camry. Thank you for your time and understanding in this matter.
Respectfully,
Phillip HC***
General Manager
McCord's Vancouver Toyota
NE 53rd Street
Vancouver, WA98662360-256-

The information we have on this vehicle is not for *** *** but for *** ***, we are releasing this information to the Revdex.com and it is up to you to decide if you are going to release it to Mr***, as for our privacy policy we will only release this information to the person whose
name is on the Repair Order, *** ***
The Toyota Corolla VIN #*** came in on 3/28/with 206,milesWe had several recommendations including the timing coverThe customer made an appointment for 3/13/for the timing cover replacement, a recall, replacement of passenger door handle and the replacement of the drivers side front window runWe completed all repairs
On 5/05/wiht 206,miles, the customer came in stating the oil cap was left off after the last service, we went to the customers house and picked up the vehicleWe filled the oil to specification and replaced the oil cap, cleaned the vehicle and confirmed the vehicle was operating as designed
On 6/07/with 208,miles the customer stated she now had oil on her driveway, we cleaned the oil from the engine and found a leak from the bolt that goes through the water pump and timing cover, we removed the bolt, resealed and rechecked for leaks
On 8/17/with 210,miles the customer stated vehicle low on oil, we sent a technician out to get vehicle and found the VVTI oil control valve to be damaged causing oil leakWe replaced the VVTI oil control valve and test drove, advised customer that the oil pan was starting to leak
On 11/16/214,miles customer stated the vehicle was low on oilWe found no external leaks (other that oil pan), we removed the spark plugs and found oil being burned inside the cylindersThe amount of oil being burned was considered by Toyotas standards (see attached)
Internal combustion engines are designed to use oil to lubricate internal moving partsThe amount of oil consumption depends on the viscosity of the oil, the quality of the oil and the condition the vehicle is driven underThe oil usage on this vehicle is within Toyota Motor Companys specifications-one quart within milesThe vehicle went 4,miles between visits and the oil should have been checked every time the vehicle is refueled as per Toyota recommendations (see attached)
We have done our due diligence regarding this vehicle and the costumerThis is a high mileage vehicle and does consume oil but it is within Toyota Motor Companys specifications.
Sincerely,
Phillip C***
General Manager
McCords Vancouver Toyota
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

As of 5/we are waiting for the roof to be fixed stillPer dealership yesterday we are still waiting for the roofing company to receive the rest of the roofing materials

Subject: *** Family Concern responseDear *** Family,I apologize for the delayed response and greatly appreciate your patience and understandingI 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 familyFrom my understanding you have been communicating with Tom L*** in regards to your request of fixing all damages I have spoken with Tom L*** regarding your requests and he has informed me that on 5/18/the Axle was replaced along with correcting the frameThe interior was just finished and the last couple of things we are waiting on are the roofing, which will be done by *** roofing company and the landscaping that will be done by usLet me remind you that we do value your business and we sincerely apologize for the inconvenience

Complaint: ***
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

Mr& Mrs***,I am sorry to hear that you and your wife did not have a truly exceptional experience while visiting our DealershipWe apologize for any inconvenience and frustration and would like to thank you for taking the time to explain your visit and concerns in detailAll 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 onAfter speaking with Management, we will spend more time training on the proper way of explaining our required policies and proceduresOur store does require a credit application to be completed for every potential purchase unless there are certified funds that are in place of financingThank you again for your feedback

Regarding Mrand Mrs*** complaint, Vancouver Toyota has processes set in place to protect the Dealership and our customersOur 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 activityWe 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*** was aware that we required a completed and signed credit application and was told we were pulling his creditIt may not be required by law but it is our company policy in order to protect us and the customer

Mr& Mrs***,I am sorry to hear that you and your wife did not have a truly exceptional experience while visiting our DealershipWe apologize for any inconvenience and frustration and would like to thank you for taking the time to explain your visit and concerns in detailAll 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 onAfter speaking with Management, we will spend more time training on the proper way of explaining our required policies and proceduresOur store does require a credit application to be completed for every potential purchase unless there are certified funds that are in place of financingThank you again for your feedback.

Complaint: ***
I am rejecting this response because: We had a bank payment voucher from our bank to purchase the vehicle. This payment voucher document once completed constituted as a transaction payment from our bank to the dealership. Therefore there was no need at all to complete a credit application from the dealership unless we were seeking financing options from the dealership. Which clearly this was not the case. Forcing customers to complete a credit application when they are providing approved certified financing from another bank institution is unfair and wrong