AutoNation Toyota Scion Arapahoe

My General Sales Manager met with *** to hear out his concerns and take notes on things to address moving forwardAfter speaking with ***, he felt *** had spent too
much time and effort dealing with his concerns and compensated him for his timeWe also made sure he had a clear understanding of the lease options, and at this point we believe the customer left with a much better feeling, and have resolved his complaint

AutoNation *** received a formal complaint letter from *** Motor Sales , U.S.Aon 12/16/This Formal complaint was been submitted by Mr*** ***After reading the complant against AutoNation *** we reseachesed and found no customer in our data base or phone number that is
connected to Mr***I have tried to reach out to Mr*** on two separate occasion 12/16/@ 2:28, 12/19/@12:I have left messages on both the calls and have not received a call back from Mr***. The number that I called was ***, it was provided in the letter by Mr***

My GSM has been in contact with *** ***, unfortunately the car he reserved was getting due bill work done on it, and the vehicle was not able to be booked as sold, and thus still showing onlineThe reservation system does have a disclosure that states: "While AutoNation makes every effort to
ensure your vehicle is available for you at your appointment time, there may be circumstances where a vehicle is unavailableWe will take reasonable efforts to let you know in advance and a sales associate will work with you to find a suitable replacement."We have a similar vehicle available, that has more miles, but is priced substantially less, that we have offered to sell *** *** at our internal cost, but beyond that, we can't unwind a car deal, and times arise where a guest is here buying a car, and someone goes online to try and reserve the vehicle, that does not show as soldWe do our best to accommodate guests in this instance, and in *** *** case, our sales associate reached out to let him know prior to him coming down to the dealership that the car he had reserved online had already been soldAt this point, we have done everything we can to try an help out *** ***

I have had my General Sales Manager, *** *** reach out to her to try and get ahold of *** ***He has gone to voicemail timesI am out of town, so I have asked him to address, he is happy to speak with the guest and take care of her in my stead but has been unable to reach her***
*** is welcome to call him at *** to discuss her concerns

At the customer's
request, we brought the vehicle back in for inspection, and inspected the concernsThe alignment was doneThe rack and pinion were inspected and a minor leak was found, but not found to be needed to replaced as a safety item on the vehicleDespite that, we offered to replace them at our employee cost, which they opted not to do. The purchase price of the vehicle was $7490, and when re-inspecting the vehicle, we found an issue with the timing chain and offered to replace it (a $repair) for the guestThe emissions were passed at the certificate given to the customerAt this point, the dealership is no longer prepared to offer any additional assistance, as we have gone above and beyond to try and take care of themIt was a used, car, and in the interest of customer service we went above and beyond to try and take care of them

We have reached out via telephone times and left multiple messagesWe have not been able to reach *** *** to discuss the issueI have also attached several documents including the sales menu he agree to, and another sales menu showing him we backed out the Theft Protection from the price,
giving him the theft for freeAs well as the matching Purchase AgreementI also attached the *** *** signed by *** ***, showing the purchase price of $for the VSA, and the adjustment in payment from his agreed upon payment of $322, to $I also attached the VSA agreement showing the purchase priceAt this point, he was not charged for Theft as it was discounted out of the sales price (both menus signed by *** *** are attached)Secondly, he agreed to the VSA in writing, and full disclosureIt has since been cancelled and a full refund less the $cancellation feeWe are happy to reimburse this fee as a matter of customer service, but cannot reach *** ***We are a full disclosure dealership, and do not believe our associate has done anything wrong or malicious to *** ***We believe there is nothing further to discuss other than the $refund, which are happy to do if *** *** would call my General Sales Manager back to arrange

The customer bought a warranty, and the finance manager was clear that it would not cover lifted components, only the factory itemsThe customer used the warranty successfully on two separate occasions for over $in covered claims before the denied claim came to beWhen the customer reached
out to us, he neglected to mention that the warranty had already paid out several claims, so we said we should be able to flat cancel the warranty for a full refundWhen the warranty was cancelled, the warranty company said a flat cancel was not an option due to the $in claims that had already been paid, and that they would prorate the dollar figure of time not used (as outlined in the warranty contract)This was done, and we reached out to the customer, who would not be realistic despite the fact that the warranty had covered major repairs alreadyWe then offered to bring the truck in to diagnose and see about taking care of the items in which case he refused and wanted it done at a GMC dealership, since it was a used GMCWe informed the customer that we could get a better rate and diagnostic done at our own internal service department, at which point he demanded a full refund for the warranty againHere we reached an impasse due to the fact that he had already been repaired more than the cost of warranty, and that we cancelled it, and the warranty company had already prorated it, there was nothing more we could do

We left a message for *** ***At this point, we believe the complaint and dispute is between him and his insurance companyWe sold *** *** the car for $14,on 7/4/with 183,He has put almost 12k miles on it since according to the service history showing it at 192,at his
last service hereInputting that mileage into our book system, NADA Retail is showing $13,575, and KBB s showing $12,As we are not responsible for the depreciation of a vehicle or what insurance gave him for totaling out, we do not believe the dispute is between us and *** ***, but rather him and his insurance companyWe did inspect the vehicle, and found it to be mechanically safeWe do apologize if cancelling a non-cancellable product took longer than he expected, but at this point we cannot further assist *** *** in this matter

My General Sales Manager, Josh F*, spoke to *** today to discuss his concernsWhile the dealership has taken care of the damage to the vehicle, in the interest of customer service we are cutting *** a check back as compensation for his time lost without the vehicleWe have also agreed to take
a second look at concerns regarding the stains to ensure they are properly removedThe dealership is not prepared to do anything further than this dialogue at this time, and feel we have gone above and beyond in the interest of customer service

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 /* *** ** *** */
Spoke with *** today and resolved the outstanding issuesI have also emailed *** to let him know the loan is funded and no outstanding issues
All issues should be resolved and closed
Initial Consumer Rebuttal /* *** **
*** */
I provided the documents required by Autonation
The sales manager documented himself about the case and called me to apologize for the incident
I got documented confirmation from the Sales manager that the car has been funded
This fulfills my requirements and I appreciate the intervention of Revdex.com organization to help me fix this inconvenient

To whom it may concern, it sounds like maybe there was a miscommunication or misunderstanding between Mr*** and his wife, Mrs*** on what Mr*** purchasedI have included all of the signed documents pertaining to the additional options that Mr*** purchased in financeThe first page is
the signed sales menu that itemizes the three extra products he purchased, GAP Protection, Toyota Auto Care, and the Vehicle Protection PlanAll are separated, itemized, and signed for at the ***omThe next two pages, are the Retail Purchase Agreement, which itemizes all of sales price, taxes, fees, and options, including the same three products and the OTD ***om line, also signed by Mr***The next page is the signature page on the Retail Installment Sales Contract for the optional products, listed as optional, and also signed by Mr***Finally, I have also included the individual product forms that have the price, and explanation of coverage also signed by Mr***. Mrs*** and myself just spoke, and seem to have come to resolution regarding the issuesWe will cancel out the products and apply them as principal payments to the simple interest loan they have through TFSI have also offered them $parts credit, for this and other issues regarding the purchase

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,
*** ***

Complaint: ***
I am
rejecting this response because: You represent ***You informed me you can't file against *** motor company directly through the Revdex.com, hence you have an ironclad defense to steal, cheat and lie to customersWe file with the Revdex.com against your company and you say you don't represent ***, and yet we can't file against *** directly This is unacceptable, as a *** dealership you represent *** and I want *** to take responsibilityYour dealership did the repair to my car times and they couldn't fix it Your dealership is responsible for representing *** and making it right Or at least filing *** with the Revdex.com so we can make proper complaints and get actual resolutionsIm not accepting the he said she said excuseYour an official licensed *** dealership where the repair work was done I want a resolution, not a finger pointed in another direction
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,
*** ***

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 satisfied. Please remove this complaint.  Regards ,  [redacted] Used Vehicle DirectorAutoNation Toyota Arapahoe

We have been in contact with the customer.  A check in the amount of $89.67 requested by the consumer was reissued on 7/10.

My General Sales Manager spoke to [redacted], and resolved the issue. We got the warranty cancelled and his money is being refunded to the loan. We also offered to give him a full tank of gas and clean his car for him for any frustration he had. At this time we believe the issue is resolved.

Customer [redacted] is now completely satisfied with the resolve of his suspension issues and this case should be considered closed.  Autonation Toyota has fully inspected his Tacoma that he purchased from us and found worn upper ball joints.  Customer agreed to buy the parts and we offered...

to pay for the installation. Cust. wasn't happy because the truck he purchased had an aftermarket suspension upgrade that he claims he didn't know about and the dealer offered him the option of removing the aftermarket suspension and replacing it with the factory parts.  Mr. [redacted] declined the offer because he liked the look with it on. In addition, cust. feels that dealership should cover the cost of his tires which needs to be replaced as a result of the upper ball joints that were worn out.  A.N. Toyota has agreed to reimburse Mr. [redacted] for 50% of the tires that he recently purchased in an effort to show him that we value him as customer.

Our customer came in yesterday and we exchange them into a more fitting vehicle.