ComplaintsforNelson Toyota

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 27, 2021 I purchased a 2022 Toyota Tacoma off road and when I was talking with **** ******** salesman he asked what it would take for me to buy this truck and I said take off 58.39 off from purchase price and he said ok done and he also said that it would be a better buy a new vehicle because it came with a 10 year warranty and never said that the 10 year warranty was an extra cost. I also asked about the advertising on television end of year Toyota sale of thon and he said that does not exist so false advertising, to bring people in to buy. When we sit down with **** . finance person at Toyota he never disclosed the over $3,000. additional charge for the 10 year warranty. So after I get home and review the contract sale I noticed the additional charge of warranty over $3,000. and they did not take off the 58.39 from balance of sale price. I contacted **** . finance person at Stanley town Toyota and he faxed me cancellation warranty contract on 1/4/22 I signed and faxed back to him same day. On 1/27/22 I called **** . back and told him the main office Toyota finance department where my loan is that they have never received cancellation notice so then I call **** . back and I asked him why he has not sent it in yet as of 1/27/22. I do not understand why it has taken almost 30 days for **** . to not send cancellation warranty form. Why **** . never deducted 58.39 from sale price cause he said he would have **** ******** call me which he has not. I do not understand how a car dealership can be so dishonest and take advantage of people. I hope this does not happen to other honest people that work hard and save to purchase a vehicle.

  

  Business response

  02/07/2022

  There are numerous discrepancies with this complaint that should be explained clearly by the included contracts that were signed by the buyer ****** ****** as well as the co-buyer **** ******. The complaint has been filed by the co-buyer when the actual buyer on the contract is ****** ******. The buyer originally came in on a pre-owned truck on December 22nd. They made an offer on the truck which we accepted and then they explained they would need to think about it until Monday. We let them know that we would accept that offer today only and that Monday we would have to re-work the deal if we still had the vehicle. They returned to the dealership on December 27th to get the truck. It just so happened that we received a new Tacoma the day that they came in. **** explained that the new vehicles come with a 10 year 120,000 mile powertrain warranty at no additional cost. They decided that the best way to go was on the new Tacoma. They tried to get the price down but since new Tacomas are in such short supply and such high demand we explained that we would not discount the truck. We already have several people who are wanting them and would have no trouble selling the new Tacoma. They agreed to the pricing so we sent them into the finance department to work with **** to discuss the financing and finalize their deal. I have included four attachments that should clearly show they wanted the warranty and knew the cost associated with it. The first attachment is the signed buyers order along with the signed finance contract. Just above the balance due on delivery you will see a charge of $3,083.61 for the extended service contact. The second attachment shows where thy selected both the vehicle service contract along with the prepaid maintenance package. These are the two items that constitute the $3,083.47 charge for the extended service contract that they agreed to purchase. In this attachment you will also see the signed contracts for both products. The third attachment explains the 10 year 120,000 mile powertrain warranty that we provide on our new car purchases. This comes at no cost to the consumer but only covers the powertrain. The additional contracts cover any other issues that may occur. The final attachment shows the cancelation of the service contract. We explained to them that we only submit contract cancelations monthly but they will only be charged for the time period in which the contract was in force. As you can see by the paperwork the contract was only in force from the 27th when they got the truck through the fourth when they canceled. It has been canceled by protective as noted on the second page of the fourth attachment.We are always transparent with this process. We try to provide the customer what they want that best fits their needs. As you can see by the included contracts we went over all of these products thoroughly and they agreed to purchase them as noted by the signed contracts. It is unfortunate that  there was a lack of clarity but we explained these products in detail when we sold the vehicle and they agreed to all at the time of the sale. If they choose to cancel that is not an issue and we will make certain that the contract is canceled as requested.  

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