ComplaintsforVisalia Toyota

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wanted to trade in my vehicle and get a new one. I called before going and they told me they do soft credit checks. When I got there they told me it was a soft one and that it would only take about 5 points. They lied to me and did a hard inquiry on 7/15/24. They give me misleading information and they would not even give me the trade in value of my car or how much my interest the sales man helping me told me that he did not know that he would have to run it through different credits to know for sure. I said no and walked out with no vehicle. I then contacted the sales manager ***** on 7/19/24, because that is when I told he would be there, and told him about my issue. He said he had never seen a drop that big in a credit score in his years of working. I told him I could send over the proof. I also told him that I filed a dispute with my credit and they advised me to call Toyota to get I removed as well. He said he would look into it and see what he could do about it. I have tried contacting them today, 7/22 and have not got an answer. I have not got a follow up either. This has affected me and dropped my credit score. They should be upfront and say its a hard inquiry instead of lying to their costumers. He did not even get my information or ask for my name or nothing. Im assuming he would go based off the caller id but they were very unprofessional

  Business response

  08/14/2024

  ************ called on the phone and spoke to a salesperson, who informed her that we could run a soft pull credit report.  When she arrived at the dealership, she did not ask for that salesperson and was greeted by another salesperson who had no knowledge of the prior phone conversation, ************ was accompanied by a friend.  Upon having a needs review done by our salesperson, ************ found a vehicle that she said she would like to buy.  The salesperson proceeded with the paperwork to assist ************ with the purchase of the vehicle, this included a credit application which she signed.  Unfortunately, the vehicle selected was out of her budget, but extensive efforts were made that required an authorized credit bureau be run.  We are still making every effort to assist her with the purchase of a new vehicle, we believe there is an opportunity to make this purchase happen, just have to find the right bank to approve.  At this time, there is nothing that we can do to remove the inquiry from her credit report, we had the authorization to run the credit bureau.

  Customer response

  08/14/2024

   I am rejecting this response because:
  
  First of all I was not accompanied by anyone I went by myself. And I did tell the other sales person of the call I said I did not know who attended me and but I mentioned what they told me and he said that it would be soft credit check:. I did not make the purchase not because it was out of my budget, but because the sales was not able to prove me with no information of how much they were going to give me for my trade in vehicle or anything. So this is a lie. Someone recently called me and told me they are making efforts to help me get that removed that they have reached out to the credit I got a call Monday August 12 and Friday august 9th. When I signed the credit check the guy hid the paper and told me this is just to do a soft credit it will only go down a few points. The sales guy was horrible and was not able to priovide me with no information because according to him he had to run it though other credit checks not because it was out of my budget. I did not proceed because all he told me is how much I had to put down and my payments he didnt give me absolutely no information about how much they were giving me foand my vehicle. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 25, 2023, I dropped off my vehicle overnight per Lorenas direction. ****** assisted me over the phone earlier that day and indicated my vehicle would be seen the following day if I dropped it off on Friday before 6:00 p.m. I waited twenty minutes before someone assisted me. There was a customer being assisted by a technician advisor, who explained to the customer carwashes are only completed at customers request. ************************************ then helped me & requested my vehicle keys. He said someone would call me the following day. At drop off, my vehicle had a tiny crack (two inches) on the windshield near the left side. This tiny crack was the original crack size & had never expanded. Next day my vehicle was ready. At arrival, I noticed my vehicle was washed & discovered a twenty-two-inch crack on my windshield. I asked ************************ what happened & why was my vehicle washed if I did not request a carwash? The windshield had a huge crack across, which was not there at drop off. He responded, I dont know what happened, I didnt even know there were any cracks & did not notice anything when you dropped it off. When I explained my vehicle had a tiny crack, he changed his response & said, O then the crack expanded because it was already cracked and it's not our fault. That happens to all vehicles with cracks. He said the vehicle was not driven off the lot & could not explain why my vehicle was washed without my request/consent. He said to call his manager *********************. On August 29 & 30, 2023, I contacted ************** via telephone at ************, & left a voice message as there was no answer. ************** returned my call & stated there were two sides to every ********** got the story from his ******************************** would not pay for the cost to repair the damage to the windshield because the big crack was already ********** just expanded. Visalia Toyota refused to take responsibility for the damages occurred while my vehicle was under their care.

  Business response

  09/27/2023

  While we understand the frustration that this cracked windshield *** have caused, it is not uncommon for a pre-existing crack to spread into a larger crack, there are many factors that *** lead to this, heat is certainly one of them.  This would be a matter for the customer to reach out to the insurance company and submit a claim.  Visalia Toyota is not responsible for this issue.
  
   
  
  Don Groppetti

  Customer response

  09/27/2023

   I am rejecting this response because:
  Visalia Toyota is failing to take responsibility for something occurred at their facility and under their care. My vehicle was washed without my consent and no one has provided a response as to why it was washed without my consent, thus a potential reason it cracked 20 inches once washed by staff. Staff and management have made excuses over and over to avoid responsibility shifting the blame. Their staff admitted he was not aware of any cracks upon arrival to the facility and he inspected the vehicle before I released me keys. At pickup the excuses were outrageous and continue to be. I spent close to **** dollars that day and to receive such treatment is unprofessional. Last their staff lied to my face and said I needed a new cabin filter when I advised it was replaced five days prior and brand new, they didnt know what to say, thus showing unprofessional behavior toward customers. Was the goal to charge more for services not needed? 
  
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was looking into cars and saw that this dealership had one that I was looking at. In order to hold the car so that I could drive up there to look at it I had to give them my information such as social, name, address, etc… I ended up not purchasing or going to look at the car. However, they illegally did a hard inquiry on my credit without my knowledge or consent (verbal or written). This is beyond fraud and just because they are a bigger company doesn’t mean it is ok. It is against the law not just in one state but all. So, I reached out to where I look at my credit and they told me that the dealership should be able to fix it and issue letter of removal or for me to submit it as fraud. So, when I decided to call the dealership first to resolve it they were beyond rude and told me to never say it is fraud and to stop saying that word due to them being a bigger company. They told me that can’t do anything however they can. The general manager was beyond rude and wouldn’t let me get a word in and when I told him to be respectful of me speaking he just sighed and made a rude/ not professional comment. So, I am seeking for them to fix their illegal hard inquiry on my credit by issuing me a letter of removal or just removing their hard inquiry off my credit. If not I will have to mark this as fraud and go the other route.

  Business response

  03/20/2023

  Staff at the dealership has spoken to the consumer and she did acknowledge that she did authorize us to run a credit inquiry; however she thought we were going to run a soft pull, which we do not have the ability to do.  We did apologize for the misunderstanding and a letter was provided to the consumer acknowledging this.
  
   
  
   
  
  Thanks

  Customer response

  05/16/2023

   I am rejecting this response because:
  
  I have already filed a complaint and it is not solved but it was closed. The case number is ********. The information/response I received from Visalia Toyota is incorrect. I had NO knowledge of them running my credit. I have been in contact with Toyota Headquarters and they also have stated that Visalia Toyota is wrong and needs to fix this due to it being against the law. You cannot run someone’s credit without their knowledge or approval. Which they did not have. The letter of removal they gave me was wrong. So they need to remove it on their end which Toyota headquarters said Visalia Toyota has the ability to do. I would like it removed and a better apology because there was a BIG lack of wanted to help me with this issue in an apologetic manner especially from the General Manager.
  

  Business response

  05/26/2023

  First off I want to be very clear, there is nothing for my Company to apologize for, we asked the consumer if we could run her credit and she gave us authorization PERIOD (she confirms this, but says I thought it was a “soft” pull), we did not ask if we could run a “soft” pull or a “hard” pull on her credit, we simply asked if we could run her credit.   If she thought we were going to run a “soft” pull, that is something she come up with herself, we do not have the means of doing a “soft” credit pull, so we would not have offered it as an option.  The credit inquiry is legitimate and we will not take any action to remove it.  The opinion of Toyota Headquarters is not relevant to this conversation, since they have no factual basis to form an opinion.
  
   
  
  *** *********

  Customer response

  05/26/2023

   I am rejecting this response because:
  
  The assumption that I thought they were going to run a soft credit is false. There is no such thing as a soft credit in the automotive market. Words were put in my mouth that were beyond false. No one at that dealership asked nor told me that my credit was going to be run. Which is why I said I had no knowledge of this action. Showing that my credit was run without my knowledge or approval. So a far resolution is to have it taken off my credit score. I’m not asking for anything crazy and have done so in a respectful manner. So I wish the same to be done for me. Please meet me in the middle and fix this issue.

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