AutoNation Toyota Scion Arapahoe

Initial Business Response /* (1000, 8, 2015/08/13) */
The added options the customer is speaking about were Clear Bra and Tint that were dealer installed. As stated by the customer and in the advertisements all advertised prices are plus taxes and dealer installed options. If the customer did...

not want those 2 products a different vehicle could have been selected that did not have them and she would not have to pay for them.

We brought the car back to inspect the guests concerns, and most of which was unnecessary, however, in doing so, we found a bigger issue, that we took care of for the guest at no expense to them. At this point they have the car back, and believe they are happy and taken care of!

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]

[redacted] and my General Sales Manager discussed the issues, with his purchase, and the payoff. We have paid off the vehicle, and he will be refunded the money from his bank. We are also giving him free maintenance for the next five years in order to compensate for the time and effort he has had to...

deal with the issues. We are sincerely apologetic, and believe the issue is now resolved.

I spoke with [redacted] today, unfortunately Lemon Law is between him and the Manufacturer, [redacted], I informed [redacted] of this. Any concerns he has at this point should be directed with them, as they are the ones who evaluated the vehicle based on [redacted]'s concerns.

Complaint: 11136542
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 2 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 $100 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]

We left a message for the customer, and in the interest of customer satisfaction are happy to reimburse the customer for the cost of the starter.

The guest bought this car and was promised repair from AutoNation Dodge next door. We reached out to their GM and he approved paying for the repair and the guest has since had her issue resolved. We don’t believe anything further is required at this time.

Service Manager [redacted] has spoken with [redacted] and the recall parts that were ordered.  There was some confusion about having the correct VIN number as well.  They have verified both the correct VIN number and the correct parts are here, and have scheduled an appointment for August 2,...

2016 at 10:30 to get the vehicle repaired.  [redacted] is pleased that we will have the vehicle repaired very soon.  Thank you.

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

Complaint: 11190472
I am rejecting this response because: They are playing very loose with the facts of this case. First, 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 confusion. We 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 cannot. Second, 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 facts. The 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 claims. I did not talk to AutoNation again until I answered an unknown number on my cell phone that turned out to be their Sales Manager. We had a conversation regarding what happened and he did mention he could have redone the contract. However, 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 register. He claimed he could not absorb all the taxes, but offered to cover all but $200 and promised to cover that balance and more in the form of credits whether maintenance or otherwise. Monetarily, this matter is resolved; however, the facts as claimed by whomever responded to this complaint are either not accurate or false. Further, I have no assurances, nor does any other customer, that they have done anything to correct their undercharging of State taxes.
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 tests. The 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 it. Had 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 vehicle. In addition the vehicle was returned to the dealership within 48 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 repaired. They did nothing to repair the rack and Pinion,  or the brakes which the sales person indicate it was probably the problem. My 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 vehicle. I understand that vehicles are machines and are subject to breaking down. However, 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 granddaughter. The 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 me. I will ensure that I will tell anyone that asks me where to purchase a vehicle from to go anywhere except for this particular dealership. Which is unfortunate as I hoped that this would be a positive experience in a positive relationship. The 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 intended. If the dealership had offered to split the cost of the repair with me 50-50 I would have even been willing to except that. But 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 $10,000 not the $7000 that they indicated is of grave concern. I 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 intended. It is not my intentions to get something for nothing. Which 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 concluded. Part of their service manager they had to tear the engine apart to include the rack and Pinion to try to diagnose the problem. Now the pablum is much more significant than it was when we first purchased the vehicle. With 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 amicably. And that the dealership will take ownership of their part in this process. I look forward to their response.
Sincerely,
[redacted]

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]

We have supplied copies of the warranty agreement, cancellation policy listed on it, as well as the claims paid for on the warranty. The customer is contradicting himself in both of his complaints, in his first complaint, he mentioned that it covers what is listed on the brochure (as the warranty agreement states, and says, "Any part not listed above is not covered"). In his other complaint he claims that the finance manager told him it was "Bumper to Bumper, except the bumper." The warranty cancellation policy states that if the warranty is cancelled within 30 days, a full refund will be given, if no claims have been paid. It says if any claims have been paid, or it is beyond 30 days, a pro rata refund will be given. He claims the warranty was "bunk" in an email to our Finance Manager, and that he should never have been given. I also have an email from our finance manager to the customer when this first arose, and he said, "I explained the issue you are having, and though aftermarket warranties never cover lifts and what associated with that." The customer bought a two year 24,000 mile limited warranty on 4/30/2015. On 7/22/2014 Claim #22747 was Paid in the amount of $2015.97. On 5/05/2015 Claim #33976 was Paid in the amount of $2435.46. In the first 13 months of the warranty it did exactly what it was supposed to, and paid a total of $4451.43 in claims. On 5/26/2015 Claim #34680 was Denied for "Failure due to modifications." At which point the customer emailed us stating that the warranty was "bunk" and should not have been sold to him. Had he not had the warranty, he would have had to pay out of pocket for the above claims. Again, we were not made aware of any of the covered claims, when we were told we sold him an invalid "bunk" warranty, and asked us to cancel it. We cancelled it, and as such, he was given a pro rata refund of $807.40 towards the lien balance as outlined in the warranty agreement. At this time, the customer paid $3240 for the warranty. He was refunded $807.40 and the warranty paid out $4451.43 in claims giving him a net value of $5258.83 for the warranty. He is net positive, $2018.83 for having bought the warranty, and the dealership will not be compensating him for a warranty that did exactly as it is written on the contract paperwork. Despite all of this, we offered to diagnose and try to fix the vehicle at our shop, but his reluctance to have it done here, and filing complaint has left us with no further action that can or will be taken due to the unreasonable and contradictory nature of the complaint. We regret that this has taken up so much of everyone's time, and look forward to moving on.

Initial Business Response /* (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.