Complaint Category: Invalid or false contract
Complaint: I stated all information down below.
Better Business Bureau:
First of all let me introduce myself. My name is **** ******. I am a hard-working young lady that walked into your dealership on August 8, 2011. I was greeted by a Mr. ***** ******. Mr. ****** is a sales person at your dealership. After seeing the 2011 Toyota Corolla, I simply loved it. This purchase would be my second purchase of a new Toyota car. My first was a Toyota Scion purchased in Southern California.
After I decided yes this was the car I wanted, Mr. ****** directed my to a Mr. ***** *****. I am assuming Mr. ***** is the person that your office has assigned to the financing department. Mr. ***** told me that the new Toyota Corolla started out at $22,000. Which later I am finding out Mr. ***** started the price about $5,000 more than the actual sticker price. Mr. ***** than proceed to ask me if I wanted a protection plan. Of course being a single lady and having limited knowledge about maintenance, I agreed to have that plan added. Ultimately, Mr. ***** set my monthly plan at $439.40 for 72 months. I told Mr. ***** I felt that payment was a little too high for my budget. However Mr. ***** told me that I would be able to refinance my car after one year if I made all my payments on time. So, I agreed to the initial payment plan.
Recently when I went to finance my car, I found out that Mr. ***** added a $5,000 additional fee to my car masked as a protection plan that included protection that was already covered. So basically I have two protection plans that do the exact same thing. For example, the protection plan included three years of oil changes and Mr. ***** knows that when a customer purchases a new Toyota it includes two years of free oil changes.
Mr. ***** has not only misrepresented himself as a knowledgeable finance person, he has misrepresented your dealership and the Toyota brand as a whole. Mr. ***** has taken advantage of a loyal Toyota customer and put the creditability of your business at stake. I would love to continue my relationship with your dealership and be able to say that I am a happy customer and recommend other young African American state employees, family and friends to this dealership and Toyota as a brand.
I am hoping that Mr. ***** and Mr. ****** did not intentionally make this error and it was a simply administrative error. As a viable solution, I would like for your office to work out a lower payment plan for the remainder of my term and consider taking an additional fee from the final amount owed on the Toyota vehicle.
Thanks in advance for your time and consideration. I look forward to your response.
**** ** ******
Loyal Toyota Customer since '2005
Initial Business Response
We invited the customer in, gave her multiple options including lowering her payments, refinancing, etc. to solve the issue. The customer refused.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Louie Herron Toyota gave Better Business Bureau inaccurate information. I had one meeting with Mr. ****** ****, a sales manager, at Louie Toyota. Mr.**** tried to offer me a new car worth $20,000 and take $2,000 off the value of the car. By doing this I will have to trade my car in,sign a new contact and receive new interest fees. I already paid $9,674.50 on my car. This offer was an insult to me. I asked the Mr.**** to ask the owner,Mr. ***** to contact. Mr. ***** has made no effort to contact me.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.