Complaint Dealership wants me to purchase floor mats after they were promised to locate them. My daugher and I purchased a car on July 29, XXXX - XXXX Toyota Camry. Our salesman was ******* ******** Great salesman! My daughter, ****** ****** spoke to ******* and he had spoke with his manager about the cup holder and floor mats not being in the car, but was told that ****** had to purchase her own floor mats. I contacted *** - the Sales Manager on 8-5-14 and I told him that before I signed to purchase the car. I told the salesman and financial employee that we needed the floor mats and cup holder along with some scratches fixed. They said no problem. Now they are saying we have to purchase the floor mats, but they will give us the cup holder. *** - the Sales Manager has yet to call me back. This is simply not right and not good business. The dealership should furnish the floor mats and cup holder like they promised.
Desired Settlement Dealership purchase the floor mats and cup holder.
Business Response We apparently misunderstood something with this customer. We gave them a set of Toyota Camry mats that came out of another Toyota and thought they were happy. The person making this complaint is the co-signer who came in at the end of the deal to sign papers. We were of the opinion based on several conversations had with the owner of the car that all was good. We are very disappointed to get a BBB complaint on our business as we would certainly in the interest of customer satisfaction found some other mats had we know we had an upset customer. As you know in 5 years we have seen fewer than 5 complaints and strive to resolve anything that is within reason. In the interest of customer satisfaction we are ordering a new set of floor mats to replace the set we gave her. It is not uncommon for a trade in to not have floor mats in it. Very often they are worn so we throw them away. These will be brand new mats.
I'm sorry for the misunderstanding. We have tried several times to contact this individual today with no luck. Please inform them of our offer.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Please contact ****** at XXX-XXX-XXXX to let her know the floor mats will be ordered. ****** is very pleased with her salesman and the vehicle, but I was discouraged with us being asked to purchase the floor mats and not being called back when *** said he would call me back. I appreciate you guys ordering the mats for ******* I believe you should do exactly what you say you are going to do. I am pleased with this resolution of the floor mats being ordered at no extra charge for ******* ****** works from 7 - 7 so you will need to leave her a message if you do not get an answer. Again, I appreciate your quick response.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central & South Alabama. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
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