ComplaintsforToyota of Somerset

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/28 I lost everything in a flood. Almost lost my life. My Toyota Rav 4 Hybrid was destroyed. I had a loan car from insurance and was told I have 3 days to find a car. Me,my sister n law and a co-worker called all over Ky and even into TN to find a Rav 4 that was in the lot. Found one at this business. I was told I could get the car for sticker price including tax title and license. I did not see the sticker but was told I was getting a grand deal at 44K. I had $3K to put down. This $ was donated to me by friends. I since have split with my fiancé and am getting a home built. But with this home and the car I’m afraid I can’t afford both so I went to trade car for a lower payment. 4 different toyota places told me I paid 7K too much for this car. No one will trade with me. Said I am upside down. I was also told Toyota was offering 1K for flood victims who trade. Barnard Barney did not mention the 1K to me. When I called to complain he would not help me trade my car in. When I mention the 1 k for flood victims I was told he took that off before I got there. But he never mentioned it. I text him for help and he never responded till I posted on their Facebook page. He called. But he acted like I got the best deal. These other 4 dealers told me I gave 7K too much. I was told by Bernard that “no one made me sign those papers.” True they did not. I had never bought a car in my own. True I was ignorant to believe that they truly had given me the best deal. True I was ignorant to not research better. But fact is I had lost everything. My underwear I wore to sign those papers were donated to me. I had NOTHING. And I had to have a car by Monday for work. I expected these wonderful men to treat me as they would want their sisters treated. But now I feel like I was treated horrible. I love my car but im not sure I can afford to keep it. But now I have too. Im stuck. I feel like they took advantage of a woman who was in. Hard spot. They lied about sticker price. They lied about giving me the best deal. He insisted I get Gap ins. I see why now. My car ha <10K mikes and has not had first oil change yet

  

  Business response

  12/23/2022

  TOS has always followed the business practice of placing our customer satisfaction as a priority for 34 years. We strive for 100% customer satisfaction. That is reflected in our Toyota Customer Satisfaction scores (top 10% in the US) as well as our A+ BBB rating.  
  When we have a customer complaint, we have a process where employees are gathered and the situation is reviewed from everyone’s perspective. We have interviewed each person involved that you had interacted with through your shopping and purchasing process. We listened to the twelve recorded phone conversations between you and one of our employees. Based on the conversations, you shopped at multiple dealerships looking to replace the RAV4 you lost in the flood. During the several days interaction between you and our sales department, each detail was clearly discussed about the selling price and the tax/fees. In fact, our upper management, did reduce the final sale price from the original asking price in order to help. As for the $1000 flood rebate that you stated that was offered by Toyota. That must have been a misunderstanding from a conversation that you had with another franchise dealership or person involved in your purchase process. For the record, TMS did not offer any incentive related to the flood disaster. Based on the number of dealerships you said you had spoken with while shopping, we can see that you could have been confused on some of the information you collected. 
  We are confident that this entire buying process was very transparent and handled in a very professional manner. At no time, did we find that any of our associates lied, mislead, or provided you with inaccurate information. 
  While we'd love the opportunity to regain your trust, we understand how frustrated you must be. My deepest apologies for any inconvenience you are facing. We are very sympathetic of your situation and want nothing more that for you to be another one of our completely happy and satisfied long term customers. 

  Customer response

  12/27/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was a single white female who had 3 days to purchase a car. I was told by Mr Bernard that I was getting the best possible deal “because I was a flood victim and had already lost everything.” So they told me they wanted to give me the best possible deal. Which is what I thought I was getting. But when I went to trade my car in, I was told by 4 different toyota places that I was cheated by almost 8 thousand dollars. I ask toyota if Somerset to allow me to trade my car to a new toyota Corolla cross. These run 25 K- 30. I can afford this payment but not if they add the 8 thousand dollars into the 25 thousand. If they did not cheat me or do me wrong then prove it and take this car back for 35 thousand and let me get the Corolla cross for what it’s worth. 
  they will not do this because they know they cheated me. They did offer me my 3,000 that I paid cash for this car. This money was donated to me by family and friends. It helped me have a down payment for the car. So not only did they take my 3,000 but cheated me 7,000 for the car. I’m in such a hole that I will never be able to get back in my feet. This storm knocked me down but this car payment is going to break me. And the way this company had treated me, I have lost all hope in humanity. They are truly out for themselves. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  01/07/2023

  We are truly sorry for life changing event that Ms. ***** has gone thru over the past year. That being said, we have attempted to resolve Ms. *****'s complaint on multiple attempts. First, we tried trading her out of the RAV4. Unfortunately, the parameters she has set (payment and vehicle type), it is not possible to satisfy her new deal requirements. Lowering her current payment by half is not mathematically possible on a New Toyota Corolla Cross due to the price range of this type vehicle. We also offered to refund her the original $3000 down payment she put on the RAV4 if that would help her ease any burden she is facing now. She emphatically declined the good faith offer. At this point, we do not see a way to reach any type of mutual agreement. 

  We remain confident that the entire buying process was very transparent and handled in the upmost professional manner. At no time, did we find that any of our associates lied, misled, or provided inaccurate information during the entire buying process. We strive daily to achieve 100% customer satisfaction, but we know that is unfortunately not always possible due to circumstances that may arise. While we wish we could have kept Ms. ***** as a completely satisfied customer, we are confident that our company has genuinely attempted a mutual resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩