ComplaintsforStephen Wade Toyota

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Tuesday April 23,2024 my wife, my daughter and I made a vehicle purchase at Stephen Wade Toyota in Saint George Utah. While completing the financing paperwork with the salesman Michael and financing specialist Chris my wife and daughter were presented with a previously undisclosed document for a GPS dealer installed device that amounted to $699. I immediately questioned why this device was not disclosed previously. The financial specialist Chris informed us that this GPS unit is installed on all new cars and was a MANDATED piece of equipment, per Stephen Wade Toyota, and must be added to our purchase price. Chris even commented that he recently purchased a pick up truck from the same dealership and was mandated to pay for this. GPS on his vehicle. The salesman, Michael then commented that we would receive up to 25% off of our insurance as a discount with this unit installed. Reluctantly, and under duress the contract was signed And we took the new vehicle, a 2024 Toyota Corolla, Home. On April 24, 2024 I contacted my insurance company, State Farm and was told I would not receive any discount with this GPS unit on the new vehicle. On April 25, 2024, I telephoned Stephen Wade Toyota and spoke with assistant manager, Justin. I informed him of the false information that was provided to me by the salesman Mike and the statements made by Chris the financial advisor; whereas the GPS unit was mandatory on all vehicles Being sold. I informed Justin that I was very displeased with the dishonesty and unprofessionalism displayed by his employees and I requested that I’d be allowed to return my vehicle and have that GPS tracking unit removed immediately. Justin refused my request I am requesting that this GPS unit be removed immediately Without any additional charge, that I be refunded $699 plus be refunded an extra $250 as this item was charged on a 60 month financial agreement at an interest rate of 5.75%.

  

  Business response

  04/29/2024

  The product the customer is talking about is preinstalled on every vehicle and it is a product that the daughter and mother wanted included in the car deal.  The finance manager did disclose the fee of the product and there is a printout in every sales office and finance office.  The sign is posted on the cabinet and states Dealer Fee Policy and disclosure statement with the following listed:  $499 Dealership Document Fee and $699 IKon GPS Registration Fee.  We do not try to hide these fees.  We disclose them on all our contracts.  We are required to by law to disclose our fees. 

  The mother and daughter wanted the IKon GPS tracker.  Both the mother and daughter are listed on the purchase agreement.  The finance Managers goes through every line with the customer and explains the fees and charges on their contract before the customer signs.  The mother and daughter wanted the product so we will not be refunding the money and removing IKon.  

   

   

  Customer response

  04/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:  my wife and daughter were informed by your finance manager that this device could not be removed and must be sold with every new car. That statement alone is a lie. When I spoke to the assistant general manager, he informed me that unit could be removed, however, a fee would be charged.they signed the contract under Direct. The finance person and the salesman coerced them into signing the contract. All under  they signed the contract under Direct. They finance person and the salesman coerced them into signing the contract. All under the impression that the vehicle could not be sold without this GPS unit being included in the vehicle. This is not a factory installed GPS unit it is a dealer installed GPS unit . I noticed in the response he did not mention the discount we should receive from our insurance company. They discount that never materialize because the salesman lied to my wife and daughter on top of this, when I asked, the assistant general manager to be put in touch with the general manager I was  denied access. Very shady business dealings at Stephen Wade Toyota. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  05/03/2024

  We are willing to take the product off the vehicle without a fee, but only the owners of the vehicle have authorization to request that it be removed.  Mr. ****** is not the owner of the vehicle.  His wife and daughter are the listed buyers of the vehicle. Both the sales person and the finance person have repeatedly said the daughter wanted the product and agreed to the price of the product and the negotiation of the deal.  Mr. ****** was on the phone trying to tell the finance person to take it off the contract and the daughter told them to leave it on and hung up on Mr. ******.

  The IKon product was included in the negotiation of the car deal and we will not refund the money as stated before.  

   

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  At this point in time, it’s really not about the GPS unit. It is the failure of the dealership to take responsibility In the fraudulent actions committed by the sales person and the finance person. Your staff at Stephen Wade made it very clear that the car would not be sold without the GPS unit and the GPS unit would not Uninstalled. Your staff took full advantage of my naïve wife and daughter.  Being that I was working, I was unable to attend the final proceedings in financing the vehicle. However, I made it Crystal clear to your salesman and the finance manager that I did not want this GPS unit nor any other dealer installed items on the vehicle you coerced my daughter and my wife into purchasing   Your staff made it clear that the vehicle could not be sold without the GPS unit. You knew that we wanted this particular vehicle and we discussed that this model was the only model and color I desired that was available in the state of Utah. It was made very clear by your finance person that the vehicle in question would not be sold to us without this GPS unit. When I spoke with your assistant general manager, I again requested that the unit be uninstalled and made him aware of the fraudulent activity of his employees. The assistant manager refused to accept responsibility and told me to “do what I have to do“ by his actions or should I say lack of actions he now is vicariously liable

  as for the offer to remove the device free of charge; I accept the offer. However, first the discussion of the cost of the item which was $699 plus approximately $250 worth of interest must be addressed.

  Sincerely,
  
  ***** ******

  

  Business response

  05/10/2024

  Mr. ****** did state this specific car is very hard to find which is true.  The vehicle his wife and daughter purchased is a corolla hybrid special edition nightshade which gets very good gas mileage and dealerships do not discount this vehicle.  During the negotiation process with Mr. ****** over the phone the salesperson and the sales manager agreed to discount the vehicle by $500.00 with the conditions that Mr. ******, and his wife and daughter would agree to pay the dealerships fees.  During the negotiations Mr. ****** agreed to those terms.  Most dealerships were selling this type of vehicle for $3,000 over the suggested retail price.  

  Our sales manager and salesperson along with the ****** family agreed to the terms of the deal.  Now after the fact Mr. ****** wants the fees refunded so he is breaking the deal he agreed to in the first place.  We are not being fraudulent.  We are holding up our end of the agreement that Mr. ****** set in the beginning of the negotiations.  He wanted that specific vehicle, and he stated the terms he was willing to buy it under.  

  The corolla hybrid is a special edition nightshade and our dealership had only received (1) of that type of car.  We did not need to discount that car to sell it. The vehicle is a high demand vehicle that would have sold over or at MSRP.  We negotiated a deal that we felt comfortable with, and Mr. ****** felt comfortable with it as well.  Mr. ****** refused to come to the dealership.  He only called into the dealership.  His wife and daughter were the customers that were on site signing the paperwork and working with our sales team.  Due to privacy laws, he is not even on the deal, so we are not authorized to be discussing this information without authorization from his wife and daughter.  

  Customer response

  05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I negotiated this deal with your salesman and your sales manager over the phone the day before my wife and daughter entered the dealership to purchase it. I was VERY CLEAR to your staff that I was not able to attend because I had to WORK!!!  I never hid that fact.  I also informed your staff that I wanted NO additional warranty or any other dealer installed items on the car.  You dealership did NOT even disclose this GPS unit until my wife and daughter were in signing the purchase order agreement.  Your staff verbally told them the car could not be purchased from Stephen Wade with out it.  Your staff informed them that we would receive “up to “a 25 percent discount on our car insurance with this GPS unit. Your staff lied.  Your staff prayed upon the naiveness of my wife and daughter.  Your staff took full advantage of the situation just to make a few hundred more dollars.  The only reason they agreed to go forward and purchase this vehicle is that they believed your lies.  Shame on you  
  

  I expected honesty and integrity from your dealership staff   What I got was the total opposite   I just wondered how many other people you have lied to and scammed   Probably hundreds I would guess.  
  

  So you know what is coming….I have since filed a formal complaint with the State of Utah.  You and your staff will answer to a higher authority than BBB.  I wish all of you luck in trying to weasel your way out.  

  As for your previous offer to remove this device free of charge.  We accept your offer with the following condition:

  1. The original fee of $699.00 plus tax and interest fees at 5.75 percent over 60 months   You included this item in to my daughter’s loan   
  

  If you accept please advise. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for a regular service brought it home it leaked oil took it back they had put the filter in backwards and now I have a permanent problem that they refuse to fix or even work with us

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, April 15th, 2022, i, ***********************: ********* (c) the living woman, went to Stephen Wade Toyota, and met with ***, the Sales Rep who took me on a test run in a red 2019 Toyota Rav 4 and I decided I would like to purchase it. Now, I offered to pay for the property with a finance transaction from my estate trust. I asked the Sales Rep I was speaking to for the appropriate documentation that I would need in order to make the purchase using a bank statement and check. Basically they refused to sale me the car because they only accept a Credit Application or a check. Well I offered to give them a check from my bank because my credit isn't the best but it could possibly take up to 45 days in the mail if their bank/accounting department doesn't have the means to electronically process the payment. They accept checks only and refused electronic transfer. They refused to sale me the car, and secure the interest on the property by providing me with the appropriate paperwork to officiate the purchase which prevented me from writing out a check and providing a bank statement. I can't write the check and then Agree to Purchase! I have to make the agreement to purchase the property, be provided with all the legal documentation for full disclosure, accept and then make the payment. I have to agree to buy the car before I write a check for it. This Sales Manager expects me to write a check for the amount of the purchase, wait for the cashiers check in the mail, and then bring it to the dealership in hopes they haven't sold the car or raised its' price. It wastes resources to have a check made out to purchase a property if they aren't willing to hold the property until they receive funds. The Sales Rep *** and ******, and the Sales Manager **** made it impossible for me to purchase the property by refusing to provide me with the Purchase Agreement including all the documents for Full Disclosure and refusing to accept the check and bank statement offered by this Buyer.

  

  Business response

  04/22/2022

  We are unable to hold onto a specific vehicle for 45 days for any customer to secure payment from an estate trust.  We have multiple ways of assisting ****** in purchasing a car with various financing options.  There isn't a way for us to verify funds or validate we will receive payment on the vehicle ****** is wanting to purchase.  We rotate our inventory frequently because of the supply and demand of our customers, especially in this current market situation where our inventory is limited.  

  The situation in which ****** is trying to purchase a vehicle is not how we do business at Stephen Wade Toyota.  We don't hold on to a product in hopes that the electronic transfer will come through within 45 days.  There are certain legal processes we have to follow in order to sell vehicles.  The customer is requesting a payment method that is not conducive to how we do business.  

   

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