Stevinson Toyota East

Customer purchased his vehicle from Stevinson Toyota East on September 28, Sometime after his purchase, the customer complained he was being charged $too much The $he was referring to was for a tire and wheel package he purchased in finance The customer decided he did not want the tire and wheel package so the money was refunded to Toyota Financial on November 30, It’s possible the customer thinks that tire and wheel refund money was being refunded to him but the tire and wheel warranty was financed in his loan so the money was refunded to Toyota Financial ServicesRegarding his vehicle loan, the Finance Manager did not know the customer wanted to use Bellco Credit UnionBy the time the customer made us aware, the loan was already funded through Toyota Financial ServicesWe informed the customer that if he felt Bellco would give him a lower rate, all he needs to do is refinance with BellcoToyota Financial contracts are simple interest with no early payment penaltyThe $refund he refers to in his complaint is the money the dealership refunded to him to aid customer satisfactionRegarding the tax collected at the time of sale, the State tax software we use showed the customer’s tax to be 7.75% but when we sent the money to the county, it was turned down due to incorrect taxThe correct percentage was 8% and therefore an additional $was due The customer agreed to be responsible for additional taxes that may be owed on his Purchase Contract As a goodwill gesture, the dealership paid the deficiency to the countyThe customer purchased a Stevinson Certified Pre-Owned vehicle that came with a 2-year/100,mile powertrain warranty At the time of purchase, the customer agreed to purchase additional coverage, LWA Wrap Plus, which extends the 2-year term to a 4-year/100,comprehensive warranty The coverage has been verified with the warranty company, and the warranty is non-cancellable We will allow the customer to have his vehicle repaired at an authorized repair facility of his choosing but he will have to pay a $deductible as explained in his contract The $deductible is waived if the vehicle is repaired at a Stevinson dealership

Dear Revdex.com, We came to an amicable agreement to share in the cost of the radio with Mr [redacted] and he was very happy with the resolutionHe had indicated to us that he contacted your office to retract the reviewPlease let me know if you need additional information.Thank you for being reasonable and finding a solutionAs promised I deleted the FB post, amended google and [redacted] Review giving you a respectively since you were willing to work with me and find a solution that I can live with.Again, my family and I have purchased a few vehicles from your dealership is the past and I will not let this deter me in the future I contacted Revdex.com and they said it will be a few days before it can be retracted but I will see it through As far as I am concerned this issue is resolved

Initial Business Response /* (1000, 12, 2015/09/08) */
Dear Revdex.com,
Stevinson Automotive is a very fair and reputable companyThere were no fraudulent or deceitful actions on our behalf* *** contacted our corporate office and I responded soon after receiving his message to the owner who
was out of townWe were in agreement with *** *** to dealer trade the vehicle *** *** wanted to purchaseUnfortunately, when a representative from *** came to pick up the vehicle, no one could find it and the staff assumed the vehicle was soldIt turned out that our fleet department lent it to a broker for a customer test drive and it was returned soon thereafterI informed *** *** that we were prepared to honor our agreement with *** but he informed me he was proceeding with the purchase from *** The *** *** *** *** *** is still available and we are still offering to dealer trade it to *** or *** *** for *** ***'s purchase if the sale with *** has not finalized
Initial Consumer Rebuttal /* (3000, 14, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because the business had commited the vehicle to *** *** for my purchase & therefore should not have lent it out to another broker ,a commitment means that you will honor it & THEREFORE AS I HAD ALREADY SOLD MY OTHER VEHICLE WITH THE ACKNOWLEDGEMENT THAT I WOULD RECEIVE THIS COMMITED VEHICLE I had no other choice then to purchase it from *** *** for a substantial increase if this is not deceitful than I don't know what is, so much for fairness on their part
Final Business Response /* (4000, 16, 2015/09/17) */
Dear Revdex.com,
We sincerely apologize that the vehicle was not available when the *** representative came to pick it upWe had an agreement to dealer trade the vehicle and the vehicle should have been available; however, *** *** chose to continue with *** even though at the time I spoke with him by phone he had not purchased the *** from *** I let him know we had the vehicle to dealer trade to *** and apologized for the error*** *** was very angry and was in the processing of submitting his Revdex.com complaint and there was nothing more we could doFor those reasons, we respectfully disagree that anything is owed to *** *** other than our apology

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,
*** ***

Dear Revdex.com, the email that was sent did have the wrong picture in error. We have contacted the customer and found an incoming truck that suited his needs and we were able to come to favorable financial terms. The customer is coming in today to purchase the truck and it appears he is happy
with the resolution

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Revdex.com,
Thank you for the opportunity to respond to *** *** concerns
*** *** *** (now ***) purchased a *** *** *** on March 7, from Stevinson Toyota East and ScionThe vehicle went through a
complete used car inspection and services were performed as a part of the inspectionI have attached the inspection and service documentsAs you can see, there were no notations of a problem with the wheels and tiresThe tires had good tread depth indicating they were fairly new at the time of inspectionA Salesperson by the name of *** helped *** *** with her purchaseThe radio nob was missing and was promised to her at the time of purchaseWhy it took the dealership so long to get the nob to her, I am unsure as there are no notesIt may have been a difficult part to obtain or perhaps *** did not follow up as he should have*** is no longer employed by the dealershipWe apologize it took longer than it should have to get *** *** the nob
I can find no record that *** *** brought the wheels and tires to the attention of management or the service department at any time after her purchase, other than to present *** with a *** *** invoice after the wheels and tires were purchased and installed*** *** came into the dealership and presented *** with a *** *** invoice*** spoke with the Used Car Manager and the Manager denied reimbursement because we were not given the opportunity to mitigate the alleged problems with the wheels and tires months after her purchase, as the new tires and wheels had already been installed
*** *** provided me with the *** *** invoice from July 10, I contacted *** *** to see if there were any notes on the condition of the wheels and tires that were taken offThe Manager stated there were no condition notes and the wheels and tires they purchased were some of the best they sell and were non-conforming to the vehicle
Stevinson Toyota East only sells vehicles that pass a rigorous safety inspectionStevinson does not knowingly sell vehicles that have safety issues and we are very generous after the sale when problems ariseWe find it difficult to agree to *** *** desired resolution for all of the above reasons
However, we would like to offer *** *** the goodwill gesture of $as partial reimbursementWe think it is a fair and reasonable offer given the circumstances
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer because it has been such a long and drawn out process that we feel it is a reasonable offer

Initial Business Response /* (1000, 6, 2015/11/05) */
Dear Revdex.com,
Mr. [redacted] purchased his 2000 Land Cruiser on July 2, 2015 with 187,873 miles from Stevinson Toyota East and Scion. Prior to Mr. [redacted]'s purchase, the Land Cruiser was thoroughly inspected and $3,000 in minor repairs was invested to...

recondition the vehicle, including the water pump and timing belt replacement Mr. [redacted] refers to in his complaint. Due to the age and mileage of the Land Cruiser, it did not meet the specifications for Stevinson certified
After receiving Mr. [redacted]'s complaint, [redacted] the Service Manager at Stevinson Toyota East and Scion, contacted all of the service centers referenced and we were able to put together a timeline of events leading to the actual events and probable cause of the crankshaft position wire.
Stevinson Toyota East and Scion replaced the water pump and timing belt during the reconditioning of the vehicle in May 2015. When the crankshaft position sensor is bad or the wire is broken, the PO335 code will appear in the system and would cause the vehicle not to start because the engine computer does not know the position of the crankshaft in relation to timing. Because of this fact, and the details included below, we do not believe the crankshaft position sensor wire was misrouted during the timing belt replacement.
Mr. [redacted] first brought his vehicle to [redacted] on August 14, 2015 complaining of a bucking feeling. [redacted] found the following codes in the system - PO300, PO302, PO303, PO305 and PO308. The codes are all related to random misfires. [redacted] cleared all of the codes, topped off the coolant, replaced the engine air filter and test drove the vehicle to see if the codes would return, and they did not. None of these codes were related to the crankshaft position sensor wire.
Mr. [redacted] then took his Land Cruiser to [redacted] complaining that his vehicle was bucking and died while driving. Ark pulled codes PO715, PO1305, PO1310 and PO1325. All of the codes except PO715 are for issues related to igniters on cylinders 2, 3 and 6. [redacted] replaced the ignition coils (igniters) on cylinders 2, 3 6 and 7. Code PO715 is for a problem with the transmission turbine sensor. Repairs were performed except for the recommended repairs related to PO715 which Mr. [redacted] declined. None of these codes are related to the crankshaft position sensor wire.
Mr. [redacted] then took his vehicle to [redacted] complaining that his vehicle continued to surge and then died while driving. They pulled many codes, including PO335 indicating a bad crankshaft position sensor. They replaced both the camshaft and crankshaft position sensors. It was at this time that [redacted] may have misrouted the camshaft position sensor wire during the repair.
On September 1, 2015 Mr. [redacted] took his Land Cruiser to [redacted] complaining that his vehicle would start jerking at 60 mph and that it was an intermittent issue. [redacted] drove the vehicle and found that the vehicle would lose fuel pressure when the jerking occurred. They replaced the fuel pump and fuel filter and found the problem with the crankshaft position harness as described by Mr. [redacted].
As Mr. [redacted] explained to Mr. [redacted] was able to duplicate the bucking issue and "found the vehicle to lose fuel pressure, when above said jerking occurs". They replaced the fuel pump and fuel filter to repair the issue. It was after the fuel pump and fuel filter repair that the vehicle coded for an issue with the crankshaft position sensor and the wiring problem was found.
The crankshaft position sensor does not affect fuel in any way, so if the sensor was intermittently not working due to a misrouted wire or a bad sensor, it would not turn off fuel, but rather turn on the engine light.
Stevinson Toyota East employs Toyota trained technicians for the inspection and repair of its used vehicles. None of the issues Mr. [redacted] experienced after his purchase were evident at the time of inspection. The vehicle was road tested for five miles and underwent our extensive Used Car Vehicle Inspection where we inspected all safety items including the tires and brakes, performed an oil change, top off fluids, replaced filters, wipers, the drive belt tensioner, timing belt and water pump, hood shocks, machined the front brake rotors, and balanced the tires.
We sincerely regret that these issues existed shortly after his purchase but do not feel that the issues were related to the repairs prior to his purchase.
Sincerely,
[redacted]
Corporate Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stevenson Toyota neatly spins a tale that absolves themselves of any responsibility for the multiple breakdowns of the Landcruiser. I'm not buying it. The reason the Landcruiser drove well for the first thousand miles I drove it is that it took that long for the insulation to rub off the misrouted position sensor wiring harness. As explained to me by the Durango Toyota service people, rubbing and shorting of the position sensor wiring could cause the engine's computer to send erroneous error codes. The fact remains that a series of repairs, staring with [redacted] and ending with [redacted] all failed to cure the random engine failure I experienced. [redacted] thought the problem was the fuel pump, but further test drives led them to realize that the real problem was the misrouted wiring. If [redacted] were the responsible party for the wiring misrouting, it would have taken more than 10 miles of driving for the insulation to rub off and engine misbehavior to occur.
Weird, random engine misbehavior started shortly after I purchased the vehicle and continued until [redacted] discovered and corrected the wire misrouting. Stevenson Toyota can try to put whatever spin they like on it, but they are responsible for the many failures and expenses I endured. Since Stevenson Toyota refuses to take responsibility for their shoddy workmanship, we are probably headed to small claims court.
Final Business Response /* (4000, 10, 2015/11/18) */
Dear Revdex.com,
The Stevinson Toyota East Service Manager, [redacted] has tried to contact the Service Manager at [redacted] to gather additional information about the service Mr. [redacted] received but all attempts have been unsuccessful. All we were able to obtain is a copy of the repair order. Despite this, Mr. [redacted] strongly believes that if Stevinson misrouted the wire harness, the vehicle would have stalled early on and there would have been a code (PO335) present that would cause the vehicle not to start because the engine computer does not know the position of the crankshaft in relation to the timing - just like what occurred after the [redacted] repair. In our professional opinion, we do not believe the vehicle would have traveled over 2,000 miles if the wire harness was misrouted back in July. It does not take much time for the wiring to wear through and cause a problem. We feel the symptoms would have been evident shortly after Mr. [redacted] left the dealership following his purchase. For all of these reasons, we respectfully do not agree with Mr. [redacted]'s desired resolution.

Initial Business Response /[redacted]/
Dear Revdex.com,
Thank you for the opportunity to respond to [redacted]'s complaint. The vehicle he purchased was stock #XX-XXXX which was advertised at $496 more than the advertised vehicle he came to see at the dealership. Stevinson Toyota East...

prices their new vehicles based on the amount of time they are in inventory - even if two vehicles are the same in every other way. We understand that the $496 is similar to our Delivery and Handling charge which caused the confusion. We have since refunded $489 to [redacted] which he received. We have corrected the font size on our contracts which were printed in error and the Delivery and Handling signs are adequately displayed throughout the dealership.
Please let me know if you have any questions or if I can be of further assistance.
Sincerely,
[redacted]
Corporate Customer Relations
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
I was refunded $489 the amount due as per negotiated price.
I wish the car buying is just like any other retail purchase - buy at posted /sale price. But it is not and everyone knows it.
I am not satisfied with Stevinsons stance that I was confused or implying that amount is refunded, just for asking.
Can Revdex.com or an independent agency verify that font on sales agreement is indeed corrected as stated in response.
Thank you

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear Revdex.com,
[redacted]'s purchased a [redacted] on August 26, 2009 and a [redacted] for seven (7) years or 100,000 miles, whichever came first. The Agreement Effective Date for...

certified [redacted] vehicles is the in-service date, which is the original selling date of June 26, 2006. This can be a source of confusion for customers. The policy expired on June 26, 2013 giving the [redacted]'s almost four years of warranty coverage. If the vehicle had been sold as a used vehicle (not a [redacted] vehicle), the Agreement Effective Date would have been their date of purchase and the term would have been a three or four year term, not a seven year term.
[redacted] was kind enough to send me a copy of her warranty which clearly showed the Finance Manager erred when he typed up the contract. He showed the Agreement Effective Date as the date of their purchase.
Due to the Agreement Effective Date error on the Service Agreement, which may have unduly influenced their decision to purchase the warranty, we feel the [redacted]'s are owed a full refund in the amount of $1,775.00.
I want to thank [redacted] and [redacted] for their business over the years and apologize this error was not corrected sooner. We sincerely hope we are able to retain their business.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response and would like to thank them for finally listening and correcting matter, and for their time and help.

Customer purchased his vehicle from Stevinson Toyota East on September 28, 2016. Sometime after his purchase, the customer complained he was being charged $595 too much.  The $595 he was referring to was for a tire and wheel package he purchased in finance.   The customer decided he...

did not want the tire and wheel package so the money was refunded to Toyota Financial on November 30, 2016.  It’s possible the customer thinks that tire and wheel refund money was being refunded to him but the tire and wheel warranty was financed in his loan so the money was refunded to Toyota Financial Services. Regarding his vehicle loan, the Finance Manager did not know the customer wanted to use Bellco Credit Union. By the time the customer made us aware, the loan was already funded through Toyota Financial Services. We informed the customer that if he felt Bellco would give him a lower rate, all he needs to do is refinance with Bellco. Toyota Financial contracts are simple interest with no early payment penalty. The $500 refund he refers to in his complaint is the money the dealership refunded to him to aid customer satisfaction. Regarding the tax collected at the time of sale, the State tax software we use showed the customer’s tax to be 7.75% but when we sent the money to the county, it was turned down due to incorrect tax. The correct percentage was 8% and therefore an additional $79.85 was due.  The customer agreed to be responsible for additional taxes that may be owed on his Purchase Contract.  As a goodwill gesture, the dealership paid the deficiency to the county. The customer purchased a Stevinson Certified Pre-Owned vehicle that came with a 2-year/100,000 mile powertrain warranty.  At the time of purchase, the customer agreed to purchase additional coverage, LWA Wrap Plus, which extends the 2-year term to a 4-year/100,000 comprehensive warranty.  The coverage has been verified with the warranty company, and the warranty is non-cancellable.  We will allow the customer to have his vehicle repaired at an authorized repair facility of his choosing but he will have to pay a $100 deductible as explained in his contract.  The $100 deductible is waived if the vehicle is repaired at a Stevinson dealership.

Dear Revdex.com. We worked directly with this customer and she has received a gift card for $200. The offer was erroneously emailed to the customer from a 3rd part vendor. We apologized for the confusion and sent an e-gift card last week. We very much appreciate her business.

Dear Revdex.com, We came to an amicable agreement to share in the cost of the radio with Mr. [redacted] and he was very happy with the resolution. He had indicated to us that he contacted your office to retract the review. Please let me know if you need additional information.Thank you for being...

reasonable and finding a solution. As promised I deleted the FB post, amended google and [redacted] Review giving you a 4 respectively since you were willing to work with me and find a solution that I can live with.Again, my family and I have purchased a few vehicles from your dealership is the past and I will not let this deter me in the future.  I contacted Revdex.com and they said it will be a few days before it can be retracted but I will see it through.  As far as  I am concerned this issue is resolved.