AutoNation Toyota Scion Arapahoe

To whom it may concern, This issue has been resolved as of 10/14/2016, the mirror and windshield have been replaced as promised and the customer is satisfiedPlease remove this complaint Regards , [redacted] Used Vehicle DirectorAutoNation Toyota Arapahoe

Complaint: I am rejecting this response because: When I bought the truck I originally rejected the warranty because I told them I knew there was aftermarket parts on there that would not be covered [redacted] the finance manager at that time asked me if I brought the truck in to have anyone look at it, and recommended that I buy the warranty because it covers "bumper to bumper, except the bumper" (and those were his exact words) I then asked him about the warranty and the truck being modified and he assured me that everything was covered as the truck was in it's current state ('as is' which includes the modifications that were already on the truck) I asked him more times during signing the papers just to make sure and he said yes each of those times I also have a witness that was there for the whole conversation so whoever responded to my initial Revdex.com complaint is clearly not the finance manager that sold me the warranty Also, yes, I did use the warranty as [redacted] said I could bring the truck in every week if I wanted to and pay the $deductible to have all items that came up fixed (a witness was there for this conversation as well) As far as neglecting to mention that I used the warranty, I never neglected to mention it, I was never asked in any conversation with [redacted] when all this came up He stated that I would have a full refund but never asked me about prior warranty use The next day he called and asked if I had used the warranty and I responded twice to him that I in fact had used it To address the issue of the warranty company saying the flat cancellation was not an option, I received a certified letter from the warranty company stating my policy was terminated effective immediately due to the aftermarket parts As for the cancellation of the policy, isn't that between the dealer and the warranty company that they use for these warranties? Why would they then involve the consumer in their business with their policies they sell? The dealership did offer to bring the truck in to diagnose the problem I'm having with my driveshaft/transmission (because they could get a better rate then other service centers), but they are not a GMC certified service center, they are Autonation Toyota/Scion I asked Autonation if they would instead cover the cost of me bringing it to a GMC dealer service center by my home, but they said no because it would cost more than their non-GMC service center In conclusion, the amount of money used on the warranty has nothing to do with the amount I paid for the warranty That's why I bought it so that I would be able to cover all issues related to it being a used vehicle, without covering large amounts of service costs out of pocket Isn't that the point of a used warranty? The issue I'm currently having is not related to any of the aftermarket parts, it's all driveshaft/transmission related Sincerely, [redacted]

My Used Vehicle Director, Ed J***, spoke with [redacted] today, and is addressing his concernsAt this time we believe he no longer has any issues

We have been in contact with the customer A check in the amount of $requested by the consumer was reissued on 7/

My General Sales Manager spoke to ***, and resolved the issueWe got the warranty cancelled and his money is being refunded to the loanWe also offered to give him a full tank of gas and clean his car for him for any frustration he hadAt this time we believe the issue is resolved

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ On 7/16/2015 I spoke with the customer. We are getting her a key and also refunding for the products she does not want. Should be closed and no issues moving forward.

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]

Complaint: [redacted] I am rejecting this response because: in my previous response I acknowledged that they repaired the timing chain which they indicated upon feeling the Emissions had to be done The exact response was that it was their responsibility to ensure that the vehicle was able to successfully passed the state required testsThe issue of the leaking rack and Pinion was that we requested that that be inspected prior to the cell of the close of the vehicle because we heard a noise in the car one test driving itHad it been disclosed at the time of purchase that there was a problem with the rack and Pinion we would have had the option to purchase a different vehicle on the lot at that time or absorb the cost associated with the repairs Might you she was at the dealership did not give us the opportunity to have full disclosure on what was wrong with the vehicleIn addition the vehicle was returned to the dealership within hours of the purchase to inquire about the noise that was her as well as the other damage to the vehicle including the heating and air conditioning problem that they subsequently repairedThey did nothing to repair the rack and Pinion, or the brakes which the sales person indicate it was probably the problemMy only request of the dealership is that they honored the repairs to the vehicle or give my family the opportunity to have a different vehicle that does not have all of these problems as an as is vehicleI understand that vehicles are machines and are subject to breaking downHowever, I do not expect, nor would any reasonable person expect, to have a vehicle with such major issues so close to the purchase date of the vehicle.The reason for purchasing this vehicle is to provide safe reliable transportation for my daughter and my granddaughterThe fact that the dealership does not wish to honor the obligation in the commitment that they initially gave because there was a more expensive and costly repair, nor the fact that the dealership is interested in trading out the vehicle for a similar vehicle in age, quality, style, is of concern to meI will ensure that I will tell anyone that asks me where to purchase a vehicle from to go anywhere except for this particular dealershipWhich is unfortunate as I hoped that this would be a positive experience in a positive relationshipThe only reason that I have filed this Revdex.com complaint is because they did not live up to the promise of delivering a vehicle that was safe and able to be used with reasonable care for the purpose intendedIf the dealership had offered to split the cost of the repair with me 50-I would have even been willing to except thatBut to give the entire cost of the repair after paying for the price of the vehicle plus taxes and in the mound of close to $10,not the $that they indicated is of grave concernI simply want my daughter to have a vehicle that will give her the ability to safely transport her, and my granddaughter, and her soon to be born child in a manner that it is intendedIt is not my intentions to get something for nothingWhich I stated in the conversations with Mr [redacted] It is my intention to have the dealership honor the repair to the damaged part which the week is now much Worse, made worse by the repair beginning and never being concludedPart of their service manager they had to tear the engine apart to include the rack and Pinion to try to diagnose the problemNow the pablum is much more significant than it was when we first purchased the vehicleWith that being the case I would expect that they would assist with repairing the vehicle at an even more reduced cost as additional damages were incurred with the vehicle being in their possession for nearly a week.It is my hope that we can resolve this matter quickly and amicablyAnd that the dealership will take ownership of their part in this processI look forward to their response Sincerely, [redacted]

Complaint: I am rejecting this response because: They are playing very loose with the facts of this caseFirst, we immediately informed the Finance Manager that we were consulting with our attorney and, while seeking counsel's advice, we did not reach out to the business as it could have caused confusionWe felt, and to a degree still feel, that this was entire their fault and that their claims that taxes were estimated to "the best of their knowledge" is a ridiculous claim as I can simply Google the tax rates and get them correct, but they are going to say their finance department cannotSecond, we absolutely DID NOT reach out to to them when their attorney sent us a letter threatening to sue and I do not like this misrepresentation of the factsThe truth is their attorney threatened to sue us for our mistake and I, in turn, drafted another letter back to the attorney informing him that we rejected his claimsI did not talk to AutoNation again until I answered an unknown number on my cell phone that turned out to be their Sales ManagerWe had a conversation regarding what happened and he did mention he could have redone the contractHowever, I told him that they should have said so when they first contacted us regarding this matter instead of just saying we had to pay or else we could not registerHe claimed he could not absorb all the taxes, but offered to cover all but $and promised to cover that balance and more in the form of credits whether maintenance or otherwiseMonetarily, this matter is resolved; however, the facts as claimed by whomever responded to this complaint are either not accurate or falseFurther, I have no assurances, nor does any other customer, that they have done anything to correct their undercharging of State taxes Sincerely, [redacted] ***

We have been in contact with Mr***, and his title paperwork was sent down to the country on February 3rd, it should be available for pickupWe are also getting him some oil filters in order to compensate for his time lost, and we have also apologized for a less than stellar experienceWe hope
to get a second chance to take care of him in the future!

TO: Revdex.com Ms*** came in for service on 02/23/Ms*** came in for a 25,mile service on her *** RunnerMs*** came in for service her appointment was for a 25,mile serviceUnfortunately, Ms***’s mileage was over the 25,999, which resulted in her
contract expiringThe mileage on Ms***’s vehicle at the time of service was 27,At that time Ms*** chose to purchase a *** Care Plus contract which would covers service from 30,to 45,milesOn 02/23/she choose to have the 30,service performedMs*** was in contact with our service advisors on this day and stated that she would be picking the vehicle up at a later date and time as she was leaving the state on businessAt that time Ms*** gave the service advisor her credit card infoUnfortunately, the service advisor did not have the expiration date and we were unable to process the payment at that time Our service advisors tried to contact Ms*** via phone several different times and were unable to reach herOn 3/16/our service advisors tried reaching out to her via email as we noticed the vehicle had been picked up and we still had the key in our possessionPer AutoNation’s company policy, we are required to receive payment of service performed and a signature from the customer in order for us to release the vehicle and keyIn the email the advisor asked for her address and once again, asked for the expiration date for her credit cardThe next day Ms*** replied with her address but asked why we needed her credit card infoWe responded stating we needed the expiration date to complete the transactionShe replied on 3/18/with that she no longer wished to have the contract extended and would go else were for service On 03/25/2017, we replied to Ms***’s email stating that even though she is choosing to go somewhere else for service that she would still need to pay for services rendered. We did not hear anything back from Ms*** until 03/28/we received an emailIn the email it stated that we were now talking to her boyfriend and that he was very upsetAt that time, we responded to the email due to legal reasons we could no longer talk to him about someone else’s vehicle and that he would not be allowed on the dealership property after threating usAt that time Mr*** responded he would be contacting the Revdex.com and the police for thief of propertyAt this time I have turned the matter over to my HR department and have not heard back on anything as of yet

We can supply documents if need be, but at this point, the customer has acknowledge the financial aspect of the complaint has been resolved, and in the interest of both of our time, we have no desire to argue he said/she said, as the matter is resolvedThe tax locator, stated 4%, so that is what we collectedWe strive for happy customers, undercharging customers and calling them back to collect the difference would not be a smart business model, and not what we doThe state has since updated the tax locator website, and their address still pops up with a warning, that they can't find the jurisdiction with confidenceWe apologize for the inconvenience this caused the customer, and we look forward to taking care of them down the road, to honor our commitment

Taxes are estimated and done to the best of our knowledge as provided by the state tax locator websiteWe informed the customer that the taxes were short, and could have rewritten a new lease agreement with correct taxes had the customer responded back in timeThey said they would contact their
lawyer, and we received no contact or calls back for over a month, until we received a letter from their lawyer demanding us to pay itWe got with our attorneys and drafted a letter informing them taxes are their responsibility and we could not complete paperwork, at which point the customer reached back out to meI informed him that we could have rewritten the paperwork had it been resolved in a timely manner, at which point we agreed to split the taxes with him in the interest of customer serviceWe have since resolved the issue on both sides

Complaint: ***
I am rejecting this response because:I have returned their phone calls on two separate occasions, neither of which were returnedI do not have time to play phone tag with AutoNation as I am very busyUnfortunately they have proven to disregard complaints and prove their negligence towards very serious allegationsI will Call back time after I receive a message, and no moreAutoNation is working on my time, and I need to make it Very clear I am not working on theirsThey are more than welcome to call me again at the number listed, but they will need to be present upon myself returning their phone callsAccountability is a vial part of a business, and unfortunately AutoNation has not had a satisfactory record with thisAutoNation *** needs to remove the corporate mind set from their flawed thinking and understand the serious nature of the breach they have createdTheir response is simply not acceptable and this type of behavior cannot continue with the thinking that consequences do not existI appreciate your time.
Sincerely,
*** ***

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

Initial Business Response /* (1000, 6, 2015/08/05) */
On 7/*** agreed to numbers on a Tundra and signed the "PURCHASE DEPOSIT RECEIPT AND ACKNOWLEDGEMENT OF TERMS AND CONDTIONS" form*** agreed to put the "non-refundable" $deposit down to secure the vehicleWe are happy to
apply the $deposit towards any new or pre-owned vehicle he wishes to purchase within the next monthsWe have copies of the forms the customer signed and agreed to
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle could not be sold in the condition it was inI was not allowed to test drive it since none of the electronics were operationalSince it could not legally be sold, I asked for my money back
Final Business Response /* (4000, 10, 2015/08/20) */
This is the 2nd notification from the customer on the refundWe are happy to apply the deposit to any vehicle he wishes to purchase from AutoNation Toyota ArapahoeCustomer signed the non-refundable deposit and is 100% aware of what he signed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11180569, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We looked into the history, and agree the air conditioning should be taken care of at our expenseOur Used Car Director reached out and is getting the A/C handled for *** ***

We reached out to *** ***, he is correct, his bureau was pulled in errorWe wrote a letter for him to the bureaus so that he can get the inquiry removed from the bureau on company letter head and sent it over to him this afternoonWe apologize to him for the inconvenience!

Initial Business Response /* (1000, 6, 2015/09/23) */
In response to the customers issues we have contacted him and are working towards a resolution to close this matterWe have completed the mentioned items on a previous occasion and are re addressing these per the customers request