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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Charles Maund Automotive Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Charles Maund Automotive Group include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 30 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

30 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 4
Problems with Product/Service 20
Total Closed Complaints 30

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Charles Maund Automotive Group
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 01, 1980 Business started: 05/01/1957 Business started locally: 05/01/1957 Business incorporated 05/29/1957 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Motor Vehicles (TxDMV)
4000 Jackson Ave., Austin TX 78731
http://www.txdmv.gov
Phone Number: 888-368-4689

Texas Department of Transportation
125 East 11th Street, Austin TX 78701
Phone Number: (800) 558-9368

Type of Entity

Corporation

Business Management
Mr. Dale McConnell, GM Mr. James (Jim) Dimeo, GM of Toyota Division Mr. David "Tiny" Kresta, Service Director Mr. Kenneth Prewitt, Service Manager Mr. Danny Smith, Service Manager
Contact Information
Customer Contact: Mr. James (Jim) Dimeo, GM of Toyota Division
Principal: Mr. Dale McConnell, GM
Business Category

Auto Dealers - New Cars

Alternate Business Names
Charles Maund Toyota Charles Maund VW Maund Automotive Group, LP
Industry Tips
BBB tips for buying a new or used car Navigating auto sales

Additional Locations

  • 6900 Burnet Rd

    Austin, TX 78757 (512) 458-1111

  • 8400 Research Blvd

    Austin, TX 78758 (512) 458-2222

  • PO Box 1608

    Austin, TX 78767

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 5, 2015, I purchased a used 2005 Toyota Prius from this establishment. On April 28th, I discovered that the hybrid battery in the Prius had gone bad. The repair costs $3,500 to fix, but I have not had the car long enough to believe that an issue like this would occur so quickly especially since I had only had the vehicle for 2-1/2 months. I bought the vehicle as is, but did not expect to have fix something this critical in such a small amount of time. I was not told about the condition of the battery, otherwise, I would have waited to purchase the vehicle. On another note, the night after I got the vehicle, I was pulled over for a headlight being out, which was a red flag to begin with, and now I have this bill that I have to pay to fix a vehicle that I never expected to have problems so soon after leaving the parking lot. I also was not given the choice to purchase a warranty on the vehicle, which I have been informed should have been offered in the first place.

Desired Settlement: I just would like the battery to be fixed, or replaced. Whichever is easier for the company, but I should not have to spend more money on a vehicle that I haven't even had the opportunity to make the first payment on yet.

Business Response:

We are currently attempting to resolve the situation for Mr. ****.  We are looking at several options and will be contacting the customer with the options as soon as possible.

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2010 Toyota Camry LE from Charles Maund Toyota in May of 2014. Once we agreed on a financing price, we agreed on monthly payments of $279/month, with 12% interest, and a total price of $12,200 including licensing, registration, and tax. I put down a $1000 downpayment on this price. This deal was to be financed through Wells Fargo. I signed my sales contract and all other documents, which were also signed off on by the woman in charge of financial agreements. The dealership was also responsible to fix a cigarette burn in the backset upholstry, as well as a paint job, which was stipulated on the due bill I was provided. I was to pick up my car the following Monday after all the detail was to be completed. I received a call two days prior to picking up my car stating that the bank had "withdrawn" from the finance agreement, so I would not be able to pick up my car until I signed a new agreement. This did not make sense to me, as I signed a contract agreeing to these terms, and all parties had signed off on it. However, I went in to the dealership to handle the situation. I was told by the same financing woman that Toyota Financial will be financing me instead, but under completely different conditions. I would now have a principal of $14,700 to finance, and my monthly payment would be $289. I asked how the price went up over $2,000. I was told that I was going to be given an extended warranty, which was added to the financing amount. I refused to take this warranty, as I did not want to pay an additional $2000 for a warranty I didn't need. I was told that I needed to take the warranty, or I could not take home the car (which was not an option, as I was starting a new job that upcoming Monday). I reluctantly took the deal, and now I am financing way more than the original price, and I can never get it refinanced due to the finance amount being way over the price of the car. I feel as though Toyota purposefully screwed me out of several thousand dollars. I had a contract with them for the price of $12,200, and then all of the sudden, Toyota will be financing me instead, and my financed amount goes up $2,000 - $3,000 if you don't include the $1,000 I put down. In addition, I was forced to purchase a warranty I did not want, otherwise I would not be able to finance the car, and would not have any way to get to work come the following Monday.

Desired Settlement: I would like a refund of my $1,000 down payment. I feel as though this dealership asked Wells Fargo to back out of the finance contract that was already signed by all parties, so that they could finance it and put me in a big enough bind that I would need to agree to their terms. There was also no apology given when I was visibly upset by this deal, and the inconvenience of this entire car buying process. I will continue to finance the car through Toyota, as I could never get a bank to agree to refinance it when the amount owed is several thousand over the value of the car, but giving me the $1000 down payment back would make me more satisifed with the situation I was put into.

Business Response:

Customers have the option to cancel any extended warranty product they purchased at any time an recieve a pro-rated refund.  Customers need to be aware of the fact that if they finaced a vehicle, any refund on a canceled warranty product will be refunded to the lien holder who will use it to pay down the outstanding principal on the loan, which should reduce the total number of payments due at the end of the note.

Customers should be made aware of their ability to cancel in the finance department.  We apologize if this was not made clear to the customer at the time she purchased the car eight months ago.  If the cutsomer wishes to cancel the extended warranty coverage she purchased we can make those arrangements for her.
**** ***** ******** ********* *******

12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted Charles Maund VW by email the last week of December 3, 2014 in regards to a vehicle that was posted on autotrader.com. We reference vehicle 2010 VW Touareg VR6, stock # ******, VIN: *****************, Online price $20,700. We were soon in touch with ***** **********, ** ******* **********, who showed great customer service/sales in the beginning. We advised ***** how we found the vehicle, that we had our own financing, and we have family members in San Antonio to come out and look at the vehicle for us due to we would be in the area on Saturday, December 20th for Christmas vacation (we live in Missouri). ***** from that point told us their process and since we had our own financing everything will go smooth. ***** later contacted us through email on Nov. 7th to confirm when our relative will be in the area to look at the vehicle and we advised that they would be at the dealership on Saturday, November 15th. In the same conversation ***** recommended that we should send a check for $500 to hold the vehicle and to remove the listing (never happened) due to they were receiving a lot of inquires about the vehicle. We immediately overnight a check for $500 to the dealership that was received on Monday, Nov 10th. On Saturday, Nov 15th our relatives arrive at Charles Maund VW to meet ***** and test drive the vehicle. We soon hear back from our family about the experience and ***** as well to advise us of the meet and everything was "a go". He soon passed us over to ****, ******** *******, to put all the numbers together so we could get our check to them to buy the SUV. She later contacted us and advised that she could possibly get us lower interest rate due to their dealership finance through Capital One and the process would be a lot easier. We were very animate about not having our information ran through the database to multiple lenders fishing for a lower interest rate due to it would be hit on the credit score. **** "PROMISED" that it would be the case due to we had already received approval for a car loan and the lenders would see that which it would only be an inquiry and not a hard hot on the credit. We advised **** that since they use Capital One as one of their financing companies that we be "ok" with her just running an inquiry "ONLY THROUGH CAPITAL ONE" and if lower financing was not approved that we would be fine with that. We filled out the credit application after we agreed and there was clear understanding that we did not want our credit ran through multiple lender's. she would only be contacting Capital One, and it would it would not be a hard hit. We called the dealership the next in the afternoon to get an update due to we had not heard from **** in the timely matter that she promised due to she was off the following day and did not contact us the day before as promised. We were in touch with ****, ***** *******, who did not take accountability for any of his team's actions. Everyone acted as if there was nothing they could do until **** return to let us know the next step. They advised that their financing department was assisting customer's walking through the door and acted as if their business was more important than ours. When **** returned to work she did not contact us at all; we were in touch with ***** again who was delaying messages from management. ***** was finally able to get back with us to let us know that: 1. they could not get us a lower rate and 2. That we needed to send them more money; $650.xx to cover the LTV of the loan. Totally caught off guard we started asking questions and asked to speak to ****. **** who did not call us but we had to keep calling in to get in touch with him finally answered our call. We explained to **** again about his management team and having a sales person to call us about financing who could not even discuss anything in detail due to he was not part of financing. We also advised him that upon contacting Capital One that we learned that **** did not do as promised again; she ran our credit as if were applying for a car loan for the 1st time and she ran it through multiple lender's which caused it to be another hard hit on credit and affect our credit score. We advised **** that we wanted to speak to the ******* ******* (**** *********) and he passed us along to his voice mail where we we left a message. We waited until the next evening and we did not hear back from anyone. Two days later we called and ***** connects us with **** which **** advised us that the ******* ******* decided not to sell the car to out of state buyers. We get in tough with ***** again and he advises that he will send our check back to us priority mail (this was Nov. 21st). On Dec. 2nd I called the dealership and ask for **** and I explained to her that we had not received our check back. She advised me that the phone she was on was about to go out and that she would have ***** call me back. ***** calls back about 15min later to advise that my check was still in their possession and that the "finance department was suppose to mail but they have been too busy and deal with over 150 cars a day" and that he would make sure my checks get in the mail that day and he would take ownership. At this point with the VW pre-owned department showing no creditability we contact the ******* ******* at their Toyota Dealership, *** ***** who happen to be in a meeting but were connected to ***** ****** **, Used car *******r. I explained to ***** summed up problem with VW pre-owned and by 5:00pm ct I get a call from **** (who could not return my message I left him several weeks ago) and advised that I would get my check back. I received my check today Dec 3rd . express mail, with *****'s business card :/

Desired Settlement: 1. Charles Maund did not have authorization to run my credit information through multiple lenders. I only authorized for them to contact Capital Once Auto finance. I need a letter sent to me as well as the lender's they used to run my information advising that their financing department made an error and did not have authorization. 2. We would like a clear understanding as to why **** decided not to sell to out of townees when his listing is on autotrader.com, and no disclaimer of such

Business Response: This complaint has been directed at Charles Maund Toyota.

The customer is refering to Charles Maund Volkswagen which is owned by Maund Auto Group but is a different dealer alltogether.

****

Business Response: ****,
I called the customer on Wednesday 12/17/2014 and spoke to *** ****** regarding the complaint and dissatisfaction. I apologized on behalf of our company and explained to him that we had made some personnel changes that will prevent any reoccurrence of this type of miscommunication. He was pleased that I called and even offered some advice that I will consider.  He added that he had completed  his car purchase elsewhere. The conversation ended on a very positive note.

Sincerely,
**** *********
**** *********
******* *******
CHARLES MAUND VOLKSWAGEN
*** *** ****

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/29/2014 I took my car to Toyota dealership I spoke with a service provider ***** *********. I told him to do a full check on my car to tell me what was wrong with it. He told me how much Toyota would charge and if I got the problem fix it would be added with what I got fixed. Several things was printed stating what was wrong with my car. I only got the vacuum leak fix and vacuum switch. Which I was charged $264.00 for the repair.on 12/03/2014 car started running hot so then car was running hot car was checked on this date again I was told thermostat housing was leaking so they replaced the thermostat and O ring I was then charged $363.00 12/4/2014 car started running hot again went back to Toyota told them why is my car running hot again went to service ****** *** **** the hose was messed up due to pressure not holding the antifreeze that was placed in hose after replacing thermostat . Then went to the ****** over him and complained they said they would replace the hose for free went in picked my car up at 6:30pm. Woke up the next day of12/12/2014 realize a big leak was in my drive way contacted Toyota spoke with *** **** he had them come drive my car from my house he called me later on told me my car has a valcovers,front oil seal camcrank seals leak so my car had been in and out Toyota not once none of this was in the diagnosed notes this was a problem with my car until I went over ***** ********* head and *** **** head service ****** Mr. ********* told me him and *** **** spoke with the ** and told me they are not fixing a *Word Rejected* thing if I had a better attuide and not of not happen I started screaming saying I am taking them to court and filing a complaint my car has gotten oil changes never ever was a leak at all none of Toyota notes had in them a problem on my car was oil leaks until I went over there head I was disrespected and took advantage of due to me being a woman and me making complaint over service department.

Desired Settlement: I want to speak to the ** and for him to look at all paperwork I have from oil changes and Cadillac converter being put on at other shops which will prove this was not a issue with my car. Also never oil leak was in Toyota notes no where after I paid for diagnose I want my car fixed due to me having proff this was not issue have all documents. I want to go in and speak to the ** of Toyota

Business Response: The vacuum leak and the coolant were two separate entities, that is why there was a charge on the initial two repairs. When the vehicle came back still overheating, we absorbed the repair due to the fact that we had worked on an overheating issue recently. We do not feel they were related but still absorbed the coolant repair leak at our expense. On visit 4, the vehicle came in leaking oil. The car is 15 years old and has over 200k miles on it. It has several oil leaks that have been leaking over a long period of time that are in no way related to any repairs that we have made on vehicle. The customer was verbally abusive on each visit and used profanity aggressively each visit. She even made reference to one of our employees being overweight. We instructed to the customer that the oil leaks are not related to any work that we performed and will not pay to have them repaired. We stand by that statement and have been more than fair. We suggest and request that the customer find another repair facility for her work in the future due to her offensive nature and decline to work on her car in the future. Thank you.
 
With Regards,
 
******* ********* ******** ** ***** **********
Charles Maund Toyota
************  

Consumer Response: Complaint: ********

I am rejecting this response because: ***** ********* laughed in my face not once but twice told *** **** he did not want to hear anything I had to say this the first time second time he looked me in my face laughed was aggressive with me cussed me out told me that the ** is allready aware of me and his bosses is going to do nothing to him I have witnesses. December 12 I contacted the head office the office contacted Toyota from there *** **** contacted me told me he contacted his ** on his way home then the second time had customer service ****** contacted me told me do not come back on the property because I disrespected there worker I told him it was 2 sides to a story they fail to hear my side I then asked could I speak to the ** they stated no every time since first problem happen asked to speak to ** was rejected to see him. Mr. ********* told me in my face no one is going to speak to me higher up and no one spoke with me to hear my side beside *** **** and the customer service ****** Toyota refuse to allowed me to speak to the ** also *** **** told me the ** did not want to talk to me also Mr. ********* told me that the ** would not speak to me at all he disrespected me and constally new issues happen to my car and was never ever placed in the diagnosed report at all . After I went over *** **** head and ***** ********* head is when I was not heard at all by ** also new issues occurred to my car that was never ever placed in the notes. As a customer I was not respected was not allowed to speak to the head ** at all this is not right to me as a customer. Thank you ******** ******

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my car in to the Charles Maund Toyota on 8400 Research Boulevard about 6 months ago. Earlier this week (Dec 8th) I had discovered that my engine cap had been left off where you refill the oil. In addition, a wad of napkins as well the bottle cap to an oil bottle were left stuffed in my engine bay. I had noticed that when I was hard braking that the light on my dashboard for low oil kept flashing and now I know why. For about 6 months I had been driving around with my engine cap off and oil was spilling everywhere all over my engine. Today I took my car in for an oil change service and I find out that the Don McGill Toyota on I-10 and Kirkwood will not clean my engine for me. They said that the original Charles Maund Toyota would have to clean my engine and that that is very unlikely.

Desired Settlement: I would like a refund if possible seeing as the mistake by the mechanic could have caused more issues with my vehicle.

Business Response: We have reached out and contacted the customer through the ******* ******* *** ****** who called the customer 30 minutes ago.

We have offered to reimburse the customer for the cost of having the car and engine detailed at the facility of their choice in Houston.

The customer agreed to accept this offer.

**** ***** ******** ********* *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,  *********** ***

10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct 11, the salesman and I were negotiable with good deal. Banks were closed on Weekend and Columbus holiday. I had to wait for the bank approval after contract was signed from the dealership and get ready to have the vehicle after bank approval. Went to the dealership and the salesman told me that the contract was mistake and I was asking him where the vehicle was. He kept saying to sit down to discuss and will show the different vehicle to me. I feel that it was bullying and coverup about the original I signed on the contract. They mistakenly sold to someone else. I felt that I wasted six hour negotiable with the particular vehicle.

Business Response: We apologize if there was a mistake in the contracting of the vehicle, it is not our intention to ever waste our customers time.

I will research this with our pre-owned department and see if I can determine what happened so that we can improve our processes and procedures moving forward.

**** ***** ******** ********* *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** **********

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an accident with my car. l Ieft the car to charles mound toyota body shop. After I leaving my car in the shop, the first estimate for the repair was $12,601 and I called the shop to check if they started the work and they told me that there is more cost to be determined and therefore the job is on hold. They were going to look into the damage to see if there are other parts damaged in the car, and prepare a more precise estimate accordingly. And they did prepare your second report based on this thorough assessment. I saw the update on ***** website, it basically was saying that the damage required more work, and other parts to be repaired or changed and the repair cost was now $4222.75 higher, I immediately called and asked insurance adjuster *** ***** if I have other options under these new circumstances. I specifically asked if I can get my car declared total loss, and get the full cash value from ***** instead of going through with the repair. She responded saying that she could not do that because the repair shop has already ordered the parts. She also explained that with the charge for the non-returnable parts, it would be $5000 more costly to ***** in this case. I do not understand this! Why would I be responsible for the parts ordered! They should be able to return them. If there were non-returnable parts needed for the repair, should waited for the final approval before ordering them. That's not my mistake. they being a repair shop should have enough experience not to go through this type of problems, this does not make any sense. I and my insurance should not be paying for their mistake. ***** made my total loss but they paid the parts to shop. and they said that ordered parts will be mine. ***** were going to give my car cash value roughly 21,800 but now they give 17,800 and 4000 to parts. will belong to me. i am requesting receipt, list and pictures of the non returnable items charles mound repair shop but they are not providing me and to my ***** adjuster You may see from below email from my ***** adjuster (that I received today); -------------------- We issued payment to Charles Maund for parts totaling $3154.88. At Charles Maund today ***** stated the parts of yours that are on site are the bumper, hood and two airbags. He refused to provide me with a list, so going from our estimate I have provided the pricing below. However the amount that we issued payment for per the IAA tow pick up was $3154.88 so as you can see our numbers are not matching up. Unfortunately without the invoice list for the parts you have purchased from them I am unable to locate the discrepancy. Since we initially deducted an amount of $4060.30 I will issue the difference to you for $905.42 (4060.30-3154.88). Any additional discrepancy will be between you and Charles Maund and they will owe you the difference or provide you with any additional parts if they forgot to verbally advise what those parts were. As you have requested photos from Charles Maund in which you also have not received I attached photos of the airbags that ***** showed to me as yours. Bumper Cover $556.50 Hood $587.50 Driver Airbag $511.69 Passenger Airbag $898.80 Total parts: $2554.49 Plus tax 8.25% $210.75 TOTAL: $2765.24 -------- The non returnable items total was $4060.30 but they said they return some of them and there are 4 parts left. but two parts bumper cover and hood were not in the list of non returnable items that repair shop provided us before. and with these parts total makes $2765.24 but they charge the ***** $3154.88. We do not know the reason why. These money deducting from my total settlement amount. I want my $3154.88 back from repair shop. They are saying that while i was leaving my car at first time to shop i signed some papers it is true but it can not allow them to order the parts because my car can be total loss as it happened. They supposed to wait until the final estimate prepared and then my approval to order material and to start for the job. I need your help to solve the problem. Thank you

Business Response: We have recieved this customer complaint and I am starting an investigation to see how we can resolve this case and satisfy the customer.

**** ***** ******** ********* *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******5, and you may start for investigation.
you may see from attached total loss evaluation, repair estimate #1 and repair estimate #2

Regards,
***** ****

Business Response: To whom this may concern:
 
The following is a breakdown of the events related to the claim that Mr. **** had for damage to his vehicle and the actions taken by Charles Maund Collision center on his behalf.
·        8/15/14 Customer rode in with tow truck to drop car off- signed repair auth with Charles Maund Collision.
·        8/20/14  Mr. ****** insurance company Geico came out for an estimate – We ordered parts off Geico’s estimate @2:47 pm – (standard procedure and customer approved when the drop off vehicle) work started and found some minor hidden damage- sent supplement items to Geico.
·        8/22/14 Ggeico approved all supplement items - car IS NOT  declared  a total loss by customer’s insurance company – this is an important fact.
·        8/25/14-- all parts arrive from VW per Geico approved estimate.
Customer decided he no longer wanted the vehicle. The customer negotiated with his insurance company to accept salvage value for the vehicle rather than have it repaired, contrary to what insurance company had decided initially. 
We have attached the check that Geico sent us to pay for the repairs.
4 parts were non returnable per Volkswagen of America guidelines - 2 air bags (Haz-Mat items – explosive), the hood that was paint cut in and the box destroyed, and a bumper cover that was painted and un-packaged. These are the non-returnable parts that Geico paid us for and deducted from their settlement with Mr.****.
As a service to Mr **** we waived the re-stock fee ($1,585.45)
 
We were also able keep in stock:  4 Seat belts & control module & a clock-spring (worth $2,336.15) that we were not required to take back.  
 
 
 
 
 
Summary:
 
These re-stocked parts combined with the waived restocking fee total $3,921.60 that we could have charged the customer and decided to waive as a goodwill gesture.  
 
We cooperated with the insurance company and ordered parts as authorized in writing by the customer when he dropped off the vehicle.  
 
We have acted in good faith we are not willing give the customer any further compensation.  We consider this matter closed and request that the Better Business Bureau close the case as well.  
 
We are holding the parts that were non-returnable and request that the customer pick up these parts from our location at his earliest convenience but not later than 30 days from today.  If the customer does not intend to take possession of his parts please advise us so we can make appropriate arrangements to dispose of them.
 
 
 
Thank you.
 
 
 
**** ***** ******** ********* *******

8/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Toyotal Matrix from Charles Maund a few months ago for about $14,000. Then, I received a letter in the mail with a post-it attached. The post-it stated 'I just received this letter from my General Manager. Our records indicate we should talk'. The letter said 'Do me a favor and contact ******** ***** regarding their purchase of the their 2010 Toyota Matrix. This is one of the high demand vehicles we discussed in our meeting. Let's see if ******** would consider trading in the vehicle or even selling it to us outright... I'd be willing to pay as much as $10,030 + $2,000 for their trade...'

Desired Settlement: I would like them to end this business practice. Offering to buy the car back for less than I bought it for is unacceptable to me.

Business Response: The consumer was accidentally included on a mailing list that they should not have been on.  The letter was sent in error to this customer and we apologize for the inconvenience.

We will respond to the customer directly as well with an apology.

**** *****
Customer Relations Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My original credit application done on May 16th, 2014 had myself and my mother who lives in Louisiana as a co-applicant. The salesman and ******* ******* unknowingly put us as living together to show more income, and we were approved and took the vehicle home, driving it for two weeks thinking it was ours. When we were honest about our living arrangements from the beginning and again on a phone review two weeks later the bank denied the loan. We had to return the vehicle and before returning they ran my husbands credit to try and get us approved together. They called friday may 3oth and told him they could could finance us on a $25,000 vehicle, so he took off work to return the 2013 armada only to be told they really did not have us approved. He said ok and just asked that we have our 2010 chrysler 300 we traded in back and we would be on our way. He sat there for over two hours only to find out that the car has already gone to the auction. So now it is Monday June 2nd and we have no car, theirs or our own. We have a family of 8 and they put us in a toyota camry as a loaner until they "find our car." They promised to have it the next day, saturday the 31st and we have yet to hear from them. What is my next move??

Desired Settlement: At this point we are not sure what to expect or how to proceed. We have been lied to and inconvenienced and now have no way to get our family around together. I want to know what i need to do from this point as soon as possible

Business Response: Charles Maund Toyota has settled this complaint with the customer to everyone's satisfaction with a Toyota Sequoia.

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a used 2013 Mini Cooper Countryman, with my 2004 Jeep Liberty as down payment. I've discovered that they over charged me for the Mini Cooper buy the amount of what they claimed my vehicle was worth, i.e. instead of deducting $4500.00 from the value of the vehicle, they added it. At the time of the purchase, I'd never visited the Mini Dealership, so I did not know that they listed the price on all of their used as well as new vehicles. Charles Maund Toyota only list the prices on their new vehicles. They charged me far more than the Mini retailed for as a NEW vehicle, according to the Mini Dealership, which was approx. $25,000.00. Toyota's asking price was over $28000.00, initially. They also claimed that they could service the vehicle, but I later found that the warranties would have been nullified. My issue with Charles Maund Toyota is they charged far more than the vehicle listed as new. They simply did not want to give me anything for my trade which had only 59,000 miles on it and was in good working condition. They claimed to give me $4500.00 for it, but only after jacking up the price by the value of the my vehicle, adding it to the price they intended to get for the Mini, which was around $23,782.00. With a 4500.00 down payment,, the amount financed should have been $19283.00, not $23,783.33. I spoke to ******* ** about this matter, and her repeated response was "but you have no complaints about the vehicle, right?" I agreed, but I was very unhappy with their unethical sales practices. I'd never purchased a used vehicle of any significant value before, only new. So the price was pretty cut a dry.

Desired Settlement: Payment of $4500.00 for my trade -in.

Business Response: In reviewing *** *****'s concern  (which we have spoken about previously)....  here are my findings.

*** ***** did pay 26,592.00 for the mini copper  (at the Austin Mini Cooper location that she referred to they list at $28,545.00).   We did give her $4500.00 for her trade in...  so with all other particulars added as of tax *** ***** did finance $23,783.33.

With all calcuations in place I can find everything to be in order.

Regards,

***** ******
******** ********* *******

Consumer Response: Complaint: *******

I am rejecting this response because:  ** ****** is talking past the truth.   I asked ** ******** about the price of the vehicle before test driving it.  He said he thought it was about  $22k,000.00, but he wasn't sure.   After purchasing it, I was told by a **** agent that the vehicle was valued at $22,000.00.  I mentioned this to ***** ****** and she stated that the price fluctuates from time to time.  But not by a spread as great as $4500.00 +.   I maintain that $4500.00 should have been deducted from the amount that was financed, not added to it.  Therefore, Charles Maund Toyota owes me $4500.00 for my trade-in, or return my Jeep Liberty.

 
Regards,
***** *****

Business Response: Please referr to my previous comments regarding Ms Curry's transactions....  we strive to work with our customers in the best way possible.
Ms. Curry's Mini Cooper that she purchased was a great value, and with the monies that she was given ($4500.00) it did bring her loan aquired down to $23,783.33 as previously stated.
Per NADA her vehicle Loan/Reltail Value is on the high end of $28,125.00 to a low end of $23,650.00 depending on the condition and mlg. of the vehicle.

If there are any questions please feel free to give me a call at the dealerhip to disucuss.

***** ******
******** ********* ******* ************

Consumer Response: Complaint: *******

I am rejecting this response because:

** *****

 

It disappoints me to see that you did not process my reply to the response to my "response" before the response below, as I most certainly did in deed, reply.  However, the BBB email address was changed after I replied to the response BEFORE the response below, and I was never sent the more sanitized reply below.  Instead, I replied to the "fishing" correspondence sent to me by Mr. ********, my salesman.  When I replied to his correspondence and attempted to send BBB a copy, the email (BBB) was no longer accurate.  Please explain how that happened.  In the  meantime, this email below, doesn't arrive until after the sender has cleaned up her response, using NADA as a reference for the 2013 Mini which I purchased on Jan 6, 2014.  The value of this vehicle was never more than $25,5+.  Please explain how the value of this single exhaust, vehicle with a 2500.00 package, exceeds the brand new price, with 5500 miles of Jan 6, 21014.  USAA insurance informed me that the value on that date was $22,000.

 * ***** ******** ***** *****

 

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm going through a pretty nasty problem, help me or tell me what to doMy car is a 2013 Toyota pickup with just 9 K milestake my car to the service because START VIBRATE When I stop (SHAKE ENGINE) , waiting for the green light to move forward, and feels up on the seat, that is, without service the A / C. ( I do not like to use much the A / C just required )activating the A / C is stabilized , but little ( 5 or 10 seconds ) becomes feeling . , And this is very annoying. Since, every time I have to stop this sensation have to feel that the vehicle , while being fairly new it does not feel like one.the ******* ******* told me that while no check engine lights , can do nothing . since the computer does not detect it . that's normal ! !these vehicles are well , and if there are many complaints about it. until then they would take it as a failure and would have to make a ( recall ) to correct those flaws .. and meanwhile I say! ! . I HAVE TO HOLD ME WITH A VEHICLE THAT IS NOT IN PERFECT CONDITION, I acquired ( 0) ZERO MILES AND HAS ONLY 9K MILES.I think they have to fix or better. THAT CHANGED BY ANOTHER VEHICLE WITH + - SAME MILES OR LESS .SORRY FOR WRITING , MY FIRST LANGUAGE IS SPANISH . AND THIS IS traduced for ******

Desired Settlement: fix o replacement. ASAP

Business Response: We have checked out ***** ******'s vehicle at great lenghts last Saturday in our Service facility.   Per Toyota recommendation there are no problomatic issues at this time; this truck is a 4 cylinder and so therefore the customer will feel the pull of the engine more so than the 6 cylinder he drove previous.

We have purchased a tail light for *** ****** to accomodate a crack in his rear tail light that he feel happened while in our possesion.

We are also willing to be of service to *** ****** with any other concerns he many have regarding his Toyota purchase.

***** ****** ******** ********* *******
Charles Maund Toyota

Consumer Response: Complaint: *******

I am rejecting this response because: MY PROBLEM IS NOT WHEN I ACCELERATE THE TRUCK THAT WILL CAUSE A PULL IN THE ENGINE... THE PROBLEM IS WHEN I STOP, WHEN THE VEHICLE COME INTO A COMPLETE STOP. WHEN I COME TO A STOP SIGN AND I STOP THE TRUCK THE ENGINE VIBRATES.. IT DOES NOT PULL.... IT SHAKES TRUCK.. THE ENGINE SHAKES IT DOES NOT PULL.

I felt the need to repeat the vibration in the engine WHEN IT COMES TO A COMPLETE STOP because it seems that they do not undertand or don not want to undertand my problem. I know the difference of a 6 cylinder and 4 cylinde vehicle, I do have a vehicle with 4 cylinder and its from 1982 and it does not shake when I stop it in a red light or stop sign. THE ENGINE WILL ONLY PULL AT THE TIME OF ACCELERATION AND THAT IS NOT MY PROBLEM.. AGAIN THAT IS NOT THE PROBLEM...

**THE PROBLEM IS WHEN THE VEHICLE COMES TO A STOP THE ENGINE VIBRATES AND MAKES THE TRUCK SHAKE AND I COULD FEEL IT IN MY SEAT.. SO IF AM AT A RED LIGHT THE TRUCK IS SHAKING THE TRUCK AND MYSELF... I DONT REALLY APPRECIATE THAT FEELING**!!! 

I really dont know what the deal is with them not wanting to realize that there is problem with the engine when stoping a my 6 months old truck... it is brand new and there should be no vibration felt in the truck when coming to a stop!!! 

Regards,
***** ******

Business Response: Good Morning,

***** ****** has been back to the dealership this week and all has been resolved to the customer's satisfaction.

***** ****** ******** ********* *******

3/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I put $800 down for a down payment towards a vehicle. Charles Maund finance/preowned employees screwed up my paperwork not once but 4x and they had the nerve to act very rude towards me. After many attempts to make a payment, I decided to returned the car. I feel that since Charles Maund dropped the ball, I should be entitled to my down payment. Ive been making calls to Charles Maund to resolve this issue but my response has been a dial tone. I was talking with ***** and mid way thru the conversation, he hung up on me many times.

Desired Settlement: I would like my down payment back asap

Business Response: Customer has been refunded deposit....


***** ****** ******** ********* ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********

1/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have three major complaints about Charles Maund Toyota's used car department from which I purchased a 2003 Toyota Camry from Charles Maund Toyota on 09/27/2013. The first being as follows; I financed the vehicle through Toyota Motors at time of purchase. On 10/24/2013(2days before my wedding) I received a letter from Toyota Motors stating that they were not able to finance the vehicle as they violated Toyota's terms of use. The letter went on to state that they would be able to service the loan under modified terms and if to contact the dealer about these terms and accept if they were amicable. I immediately contact the used car department to speak with a Finance Manager and was told he was in a meeting and unavailable. I left a message and never received a response back. I called the next day, Friday, 10/25 and spoke with the operator who then transferred me to the Finance Manager's voicemail. I called and spoke to the operator to ask if there was anyone else who could assist me and she transferred me to Used Sales who then transferred me to a generic voicemail. I called back an hour later and repeated the process. I attempted contact 3 more times that very day all to now avail. Finally at 3pm I spoke with the operator who stated the following, "why don't you come in to discuss, you'll probably have better luck getting in touch." I drove the 20 miles to the dealership and sat and waited while I watch the Finance Manager go in and out of his office 6 times and pass the receptionist who I had already spoke with but was playing on her phone. I approached the Finance Manager in the hall and informed him that when he had a minute I needed to discuss the letter with him. He was very pleasant and said, lets step into my office now. The Finance Manager informed me that the loan had been sold/assigned to ******* One, which the letter I received mentioned nothing about. This highlights my first complaint about this dealership. I only ever received the adverse loan letter from Toyota Motors and never received any letter from the Charles Maund that the loan had been reassigned. He provided me a ******* *** phone number and stated that I should receive a letter from them in regards to the loan prior to the first bill was due on 11/11/2013. I only ever received a bill from ******* One, which I ignored thinking that it was another credit card offer. I never received any notification from Charles Maund about Loan reassignment and was never offered a chance to review and decline or accept the modified loan underwritten by Toyota Motors. I have never heard anything but negative things in regards to Captial *** and most likely would have accepted Toyota's modified terms to avoid dealing with them, however, the lack of a written letter disclosing the loan was sold and assigned from Toyota Motors completely disregards FCRA reporting procedures, and in this day in age, with spam mail and ID fraud, it is impossible to figure out legitimate purposes without this type of letter. My second complaint is as follows, On the purchase date, 09/27/2013, my now wife and I were sold a ********* ********** ****** **** warranty at the additional cost of $2495. We were told this plan would cover the car bumper to bumper again and again during the selling of this plan despite the odometer reading being over 104,000miles. Both our sales representative, ***** *********, and our Finance Representative, Eric, confirmed this information orally again and again. As I was concerned that something wouldn't be covered by the cars high miles. On the document I signed, it lists Optional Surcharges; Seals & Gaskets and Consequential Loss Coverage indicating that this is the Deluxe, not the standard plan. on 11/01/2013 I received a letter from Preferred Protection Plan stating, "the Optional seals and gaskets benefits have been removed from your vehicle service contact due to the vehicle exceeding the mileage of eligibility at the time of contract purchase." As far as I can tell this is the only firm line of delineation between the deluxe plan which I was sold to cover the entire vehicle, bumper to bumper and the Standard warranty plan(which doesn't apply due to the car's high mileage). Because it was voiced to me again and again that it was a bumper to bumper warranty and would cover seals and gaskets is why I ended up paying $2495 extra than the cost of the vehicle and was the primary reason why I purchased this vehicle in the first place. The 3rd complaint I have against Charles Maund is accessibility. Part of the sale included having the front shocks replaced for free. I have been calling my sales representative, ***** ********* since 10/15 in attempt to get this service scheduled. I have not spoken to him since time of sale. I spent all day yesterday, 11/18/2013 contacting, leaving voicemails, with the Sales Manager, ****** to schedule the service. I spoke to him at 9am 11/18 and was told he would research and call me back within an hour and half. He never contacted me back. I then spent the rest of the day attempting to contact him and inform him that i found the "service due bill". He never once returned any of my calls. Finally I caught him at 6:00pm after 3 voicemails and talking to the used sales operator 3 times and 2 Sales Representatives. He then stated he was waiting to hear from his GSM and I stated, I had the "due bill". He then stated our ***** ********* is no longer with Charles Maund and to just call service and schedule the front shock repair. I've essentially wasted 2 weeks prior to getting married to getting this service done and 3 weeks post leaving voicemails for ***** who is no longer with them and getting the runaround from the Sales Manager at Charles Maund. I was never informed when my plates came in and had called 2 times on that finally being told that they had been in for a couple weeks. I called the Service Department and am scheduled this week to go in and get the shocks replaced per the conditions of sale. I have not been able to discuss any of my grievances in regards to any of the above with anybody accountable at this dealership. As far as I can tell, there is no customer service model in existence for them and the lack of information is astounding. I would never have financed through ******* One, and was never offered alternative terms as the Toyota Letter claimed and I was never informed that it had been reassigned. The warranty sold cannot be honored, despite the high price of sale. And I am unable to reach anybody to assist, or that cares, at the Dealership.

Desired Settlement: My desired outcome is as follows: A refund check in the amount of, $2495, or the full price that was paid for Deluxe Warranty Planned purchased. This refund is to cover any potential gasket and seal repairs that are not covered under the warranty as stated and sold to me. My primary justification is that Engine and Transmission Gaskets cost a fortune after parts, labor and service. I believe this amount will be adequate to cover any potential repairs in the next 24,000m/2years. The Deluxe Warranty plan was the PRIMARY selling point to us from our Sales Representative, ***** *********, and is the reason why my wife and I felt comfortable purchasing a high mileage vehicle. Without the deluxe warranty plan with optional gasket/seal coverage, we would have chosen a lower mileage vehicle as this warranty increased the cost of the vehicle purchased by 1/3. I would like to be compensated with 2 free oil changes, parts, service and labor, for the hours I lost calling and attempting to call various individuals, having to drive to the dealership in person twice in order to talk to someone and the frustration that in turn followed. I want a thorough explanation as to why FCRA laws were not followed in regards to notification and the loan being reassigned. I also want to know what the modified terms were that Toyota Motors offered and if Toyota offered the loan at a more competitive/better and beneficial rate to me, the consumer, based on my credit score of ***. Our monthly rate at 4.9%, with a $2000 down payment is $219 after the Deluxe Warranty Plan Purchase. Without the purchase of the plan it would be somewhere in the $165 region.

Business Response:

****,

 

**** ****** and I were able to have a conversation via phone on 12/18/13 regarding his concerns…  He went in to detail outlining the same concerns he had as pertaining to his statements sent to the BBB.

 

He also had a concern about the brakes on his vehicle and I asked him to bring in the vehicle on Friday the 20th of December for us to make sure that there were not any drivability issues with his brakes.  He did so, and we found air in the lines, took care of that but no issues.  

 

We were able to sit at that time and address in detail face to face *****s concerns.

First being his concern about a violation that Toyota did not take his contract as he had thought they would during the buying process.   Toyota did not accept his loan, and we processed with ******* *** Bank that we as a dealer had full authority to do.

We did express an apology to **** that as a courtesy we should have made a call to let him know that he would be receiving a packet from ******* *** Bank about his payments.

 

I also apologized to **** that no one informed me of his concerns and that he had had a difficult time getting in touch with someone to help him since his Sales Associate no longer was employed here and we had had a change in managers in our Pre-Owned Department.  **** should have been able to expect returned phone calls, but due to a few changes in staff he did not get the help that would have made his concerns easier two manage.

 

****** last concern was pertaining to his extended warranty that he purchased…   I offered to cancel the warranty if he wished; we left that matter that he would discuss everything with his wife last night and we would visit again at the first of the week.  (12/21/13)

 

****, this is the first time I have replied via email in this way on a case…..  normally it’s thru the BBB site, please let me know if you get this and if there is anything else you might need.   As you see, I will be visiting again with **** over the next week to see how he would like to proceed.

 

Kind regards,

 

 

***** ******

Charles Maund Toyota

Customer Relations Manager

 

************  **** ***

Consumer Response: Complaint: *******

I am rejecting this response because:

Complaint: *******

Good Evening ****,

Sorry for the delay in response. I had a family emergency and had to travel to August, GA for a few days over the holidays and am scheduled to return to Austin tomorrow.  ***** ****** and I did meet and have an extensive conversation on 12/20/2013.  We did discuss revisiting at the end of last week, 12/26/27/12/27, however, due to the holiday and family emergency I have not had a chance to call her and discuss further options.  In the meeting that occurred on 12/20/2013, she was very apologetic in regards to the situation surrounding the egregious circumstances surrounding the sale of our purchased vehicle.  I spoke with the Finance Director who further apologized and explained that they Charles Maund is a registered creditor.  If the loan had not gone through Toyota Motors then the dealership in this status would have picked up the Lien and I would have paid them directly.  There was mention that a "courtesy" call would have been the polite and proper thing to do.  
The continued mention of  "courtesy"  call, continues to remain a major point of contention for me as to Charles Maund's internal business practices and how the sale of my particular vehicle occurred. My grievance to this notion is on two fronts. The first being that Toyota Motors does not finance vehicles over 100,000 miles.  The mileage on our purchased vehicle was known to our Sales Representative(who is no longer with the company), his Sales Manager, and our Finance Representative(who is no longer with the company).  The fact that it made it past  our sales Representative and Sales Manager(who supposedly talked back in forth with our Sales Rep the 4 times while we negotiated the sale) and then past our Finance Represenatitive is a really hard pill for me to swallow.  
To me that speaks volumes about the dealerships primary concern, and their concern is illuminated in full spectrum color in our purchase experience. "Make the sale at all costs!"  All costs, including side stepping, Toyota rules, regulations, ethical business practices? Even with all of the failed actions in our case, IF the correct process of notification would have been taken in regards to the loan not going through would have been followed correctly, which to say is legally, by federal law, I think I would find this type of behavior more acceptable.  A sale is a sale after all.  That being said, to say that it is a "courtesy' to provide a call that a loan has been assigned is grossly negligent and a violation of the Fair Credit Reporting Act.  

My SSN was used to obtain the credit that financed the vehicle.  The fact that I received a letter that the loan was denied through a pre-adverse letter, as was one done by Toyota Motors, is a clear example of the FCRA law and the proper notification practice. The pre-adverse action taken is not a courtesy but a federal law. The fact that I was not informed by Charles Maund, in writing, or ******* *** in writing, that my loan had been assigned outside of Toyota Motors application, is illegal.  The mention of "Courtesy" is an inappropriate "down play" of the situation at hand.  
To paint a possible circumstance, If I had not searched out an answer from Charles Maund as to why my loan was denied by Toyota Motors, I would not have known who to pay for my loan. I would have ignored past-due letters from ******* *** as we get so much junk mail from them, I would not have been able to differentiate. This could have had potentially devastating results to my credit score.  

There is also zero line of sight into what occurs behind the scenes on the loan without the FCRA.  It's one thing for me to be told verbally in a conversation that a loan would have been picked up by Charles Maund, but without letters of assignment and standard operating procedures in place to legally handle the transfer,  it's impossible to truly tell.  Should I take at face value the word of a dealership who employ(ed) 3 separate individuals who pushed a loan application through knowing full well that Toyota Motors was not going to accept the application? 

There were some options presented to me on the 12/20 meeting and my wife and I are considering. That being said, we are still reticent to go with any of the options, as the primary reason we purchased a vehicle of this mileage was the added security of the warranty.  What I would really like to see, as my previous email stated, is a refund of the full warranty amount of $2495 and to still have the warranty in place. This, however, is not an option that is not considered "doable" by Charles Maund.  I do feel that this is the only fair recourse due to our overall purchasing experience. That experience being, the fact that the sales team(sales rep+sales manager=team) mislead and manipulated the facts surrounding the warranty(as was stated bumper to bumper) to make the sale of our vehicle. Then to add insult to injury, to find out the loan was never to go through Toyota Motors and we were never notified of the loan being picked up, which, I'm sorry, but in this day and age with ID theft and junk and spam mail is in NO way even remotely excuseable, and as I'm sure you can tell, I take my credit score and privacy extremely seriously. And, this from registered creditor? 
Despite being in love with the car, this has been the most abysmal sales/purchasing experience that my wife and I have ever encountered. I will follow up with ***** early on next week.  
I do hope that they figure out a way to refund the $2495 for the warranty and still manage to keep a valid warranty.  



Regards,

**** ****** 
************

Regards,

**** ******

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 23rd, 2013 I bought a (or so I thought I was buying) 2004 Toyota Corolla from ******* ***** Toyota. The sales person was named *****. This was the second experience trying to purchase a car via *****, an earlier attempt had failed. On this day there were several attempts made to get a car financed for me with the amount of down payment I had and the amount I could afford to pay each month. Finally a deal had been worked out and the paperwork was drawn with less than 15 minutes to closing (9:00pm). I had been there several hours. I was called into an office and spoke to a man named ***** who presented me with a stack of documents for me to sign. He began verbalizing the basic content of each document and told me where to initial and or where to sign. After signing a few I noticed that my name was spelled incorrectl. I told ***** my name was spelled wrong. (it was about 8:57pm at this time) He responded "that's okay you can come in sometime next week and we can fix that." He continued to say "don't come in on tomorrow Saturday's are usually our busiest day and we wouldn't want to have you waiting around." At the signing of the very last document he stated yeah we have to sign the contract to release the car and to get it off the market. During the following week I had several conversations over the phone with a ******* ***** employee named ******* *********, regarding the process and when would be the best time to come in based on my work schedule. ******* informed me that since I needed to resign the paperwork that changed the date of my first payment. Initially I was told by ***** the first payment was expected September 21st, 2013. ******* told me the new first payment date would be October 6th , 2013 The day I came in to re-do the paperwork I sat for over an hour waiting. During that time I was told they were not able to find my file and that as soon as they figured out who had it (my file) we would complete the transaction. Finally Mr. ****** ***** comes out and stated they didn't actually need my signature, they (******* *****) had power of attorney and signed it for me after the corrections had been made. I made sure to ask "so when is the first payment due?" He responded October 6th. Shortly after returning to my house I received a phone call from the financing company ******** Financial. The purpose of the call was to verify the informatio given to ******* ***** was correct. They told me the first payment was to be expected September 21st, I informed them of what had taken place and of the new date. The ******* agent told me he would call ****** ****** and would then call me back. Five minutes later ******* ********* of ******* ***** calls telling me when ******** calls back I am to tell them the date IS September 21st, and that they (******* *****) would "fix" that and get it all straightened out assuring me the actual first payment date would be October 6th. Also that if I did not agree to the 9/21 date with ******** verification that they might not approve the loan and they (******* *****) would have to take the car and give me my $500.00 back. When speaking to ******** verification for the second time i made them aware of all that had transpired with ******* *****. He said he wasn't aware of any of that and that the first payment due date that he knew of was 9/21. After speaking to ********* verification I called back to ******* ***** asking to speak to ******* however this time the call was answered by ****** ***** stating ******* was with customers and offered to help. He told me that the imformation he saw said initial payment date of October 6th. I explained all that had happened up to this point and asked if he was sure. He replied "trust me Ima take care of you, Ima do something really nice for you, you'll be happy with it." I asked for his name he told me his name was ****** ***** and I said "ok ****** we'll see." On September 22nd, ******** called stating they hadn't received payment and that is was now one day late. I recanted all that had transpired and was told the ppayment is late there had been no changes to the due date that they were aware of. I asked him to tell me how my name was spelled on the contract he confirmed the incorrect spelling thus supporting NO changes had been ,ade nor attempted via******* *****. I informed them that I had not budgeted for a 9/21 due date and that the soonest I could make a payment would actually be 10/6 for which I had budgeted. I called to ******* ***** requesting to speak to either ******* or ******. I was told ******* no longer worked there and that ****** was busy but that he would call me back. That never happened. I made several attempts to reach him to no avail. However I stil received multiple calls from ******** requesting payment. On October the 6th I called ******** to make a payment over the phone. I was told there was a $9.00 processing fee to make payment over the phone (which I didnt have). I asked for other options and was told each option required a processing fee. I told the agent that I would have to get a money order and mail it in because I didn't have an extra $9.00 at that time. I mailed the money order the same day and hadn't heard anything from anyone regarding it until 10/19. At that time ******** informed me they hadn't received payment. I informed them of the last transaction made on 10/6 and had assumed all was well since this was the first I had heard. I told them I would find the receipt and track the money order. I never found that receipt and where I purchased the money order from was unable to track the money order without the receipt nor were they willing to pull the tape from the register for the date and time the purchase was made. I phoned in to ******** asking them to note the account as such, and added I would continue to search for the receipt. On 10/17 ***** ******** from ******* ***** called stating ******** had called to them and made them aware the payment was now 27 day delinguent and wanter to repo the car. I went over everything discussed from DAY ONE. He told me that the infirmation he saw showed a first payment due date od 10/6 also and that he would call me back in a few minutes. he never called back to this day . At any rate 10/21 rolls around and I call to place payment over the phone including processing fee. I was told due to the delinquency in payment my account had been put up for review and ******* may decide to revolk the loan and not work with me . I was told that I had the option of paying if I wanted to or not, and that at this point it didn't make a difference to them. I made him aware that my intent was genuine and that I really wanted them to work with me and that I called in to make pay as soon as the money became available to me. I made the payment received the confirmation number. Ten minutes later ******* ***** (****** *******) calls asking if it is easier for them to come and pick up the car or if it would be easier to bring it in. I once again tell the whole story from DAY ONE. He says the information he sees says the first payment date is due 10/9? Then he says he thinks he understood what happened and to give him 30-45 minutes to work it out and that he would call me back. (there was lots discussed but that was the bulk of the conversation) He called back in like 2 minutes to say he was wrong in giving me that information and that the due date he saw was now 9/21. I asked him to read the spelling of my name he spelled it incorrectly. I told him that somewhere there at ******* ***** there is something that has a due date of 10/6I suggest you find it and get it right! He stated he'd call back in 30-45 minute as he stated earlier. Today 11/20 he called and left a voicemail stating ******** wanted to revolk the deal and they (******* *****) want the car back.

Desired Settlement: I would like for ******* ***** to be accountable for the initial mistake they made. I would like for ******* ***** to own up to the fiasco they created. Granted I lost the money order receipt and have no other means of proving my account however, feeling the effects of a lost 249.88. Removing that fact from the sequence of events. I would still be in good standing with ******** and would not be delinquent at all if A.) ******* ***** had stated the actual due date would be 9/21 and NOT lied to me to complete the sale (thus I would have budgeted accordingly) or B.) Had they owned up to their initial mistake and made the corrections with the finance company. At this point I am at a loss as to how to seek resolution all I know is I will be out of $1008.76 with no car. Now in a mush worse predicament for having gone to ******* ***** Toyota with my business.

Business Response: In correspondance with ****** ******** there were a couple of concerns that needed to be cleared up...  one being the name on her funding; and her first payment that did not arrive at her lender.
We were actually able to get Ms. ******** re-contracted with another lender that fit her needs better.   Her date for first payment was solidified and now Ms. ******** will be able to move forward with the trust that her funding is in tact.... and, she will not have to worry about first payment deliquicies that would have prevented her keeping her vehicle.

Consumer Response: Complaint: *******

I am rejecting this response because:The initial payment s made were nullified and I will have to start all over again with payments. I do understand that there is no recourse for the money order that I cannot account for however there is a matter of 249.88 (cash payment plus a $9.00 processing fee decucted from my debit card) that I am currently out of for no reason. so it appears that the finance company kept that $249.88 for a now defunct contract. I would like to either have that back or have it applied to my firs car payment as deemed by the new contract. I do apologize for the delay in this response, there was an issue with yahoo and I was not able to access my email.

Regards,

Deanna ********

Business Response: Ms. ******** will have to take her concern of the monies she sent to her Funding company up with them (********).   This first attempt at payment was not made to us, it was sent directly to them as a monie order.   The $9.00 in question was the choice of Ms. ******** to make a payment over the phone for her paymnet due.... she was aware that there was a fee when it was processed.

We have helped Ms. ******** percure another lender since she was default in her payments with ******** in her first transactions on lending.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 14th of this year, I brought my 2013 ****** Prius into the collision shop to have my back bumper replaced. I received a written quote at that time for $800, to which I agreed. I picked the car up the following week on August 20th, and was told that the cost was in fact $1200 for the repair. Several days later I noticed that the paint on the bumper was wrinkling and peeling at the edges, and the bumper was beginning to separate from the vehicle. I brought the vehicle back in where I was told that this was not an acceptable repair, and that the work would be redone at no cost to me and a rental car would be provided. On August 27th I picked up the vehicle from its second repair and found the work to be satisfactory. However, on September 24th I noticed identical behavior with the peeling paint and sagging bumper. I promptly called the collision shop and was told by *** *** ********, the ******* in the body shop, that I could come in and have the repair performed a third time. However, I was in the middle of relocating to Dallas, which I explained to *** ********. He said he would call me back the following day with a more preferential solution. I was unable to reach him for the next few days and instead got in touch with ***** in Customer Relations. I called ***** first on Saturday, the 28th, and she promised to discuss a solution with *** and get back to me the following work day. On Monday near close of business, I called ***** again to follow up on this issue, and she again promised to discuss the issue with *** and get back to me the following morning. Today, near close of business, I again called ***** whereby she proposed I drive back to Austin from Dallas, drop my car off for a week and return to Dallas in a loaner car. I should then return to Austin the following weekend to retrieve my car. In addition, this solution presents a large cost to me in both time and money. Having already come in for the same repair twice, I am not anxious to return yet a third time at an even greater cost to me since I’m now living 200 miles away. Additionally, since the repair was defective both times in identical ways (the peeling paint and the sagging bumper), I am concerned that the body shop may not be able to successfully perform the repair.

Desired Settlement: In lieu of just a refund for the twice defective repair, two possible solutions would be for the repair to be completed in Dallas, or for my car to be towed back to the dealership in Austin, repaired, and then returned to me in Dallas while a loaner car is provided.

Business Response: We are facilitating for ******* ******* to be able to take her vehicle to the ****** ** *********/********** ********** group to have the vehicle repairs taken care of.
*** ******* has accepted this as the best way to take of her needs in a timely manner.

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Summary: Understanding that I am new to USA and Austin, Tx, Charles Maund Toyota misused my vulnerability and sold me a wrecked used car without disclosing the information that the car was wrecked in a head-on collision less than a month ago with various repair costs exceeding $4000. In spite of me discovering this information on the same day of purchase and requesting them to refund the money and cancel the transaction, the dealership responded very aggressively and coerced me to accept a lower trade-in price for taking back the same car. My total monetary loss in this whole transaction stands at $2470.51 over the course of just 2 business days. I have also suffered mental anguish, loss of transportation & loss of productivity at office as I had to spend 2 days during office hours to run around back and forth to dealership in this time period. I look forward to your support in resolving my genuine grievance and hope you will help me get justice. Details: My name is Mr. ******* ******** and I am an Indian citizen. I moved from Bangalore, India to Austin, Texas USA on a work Visa on 27 June 2013. When I came here, like many others I soon realized that I would be needing a car for transportation as I was planning to get my family along to join me by 6 September, 2013. My requirements in a car was very simple. I wanted a reliable sedan (So Toyota came first to mind) with a clean history and title by the time my wife and my one year old son joined me in September, 2013. Resale value was also one of the factors as I was planning to go back to India in the next few years after completion of my work responsibilities. From numerous friends and colleagues, I was recommended Charles Maund Toyota in Austin as they have a good collection of used cars. It was also close to where I work and live. From my basic research, I found that Charles Maund was Better Business Bureau (BBB) accredited and was also a ****** advantage dealer. This further enhanced my confidence in them. Based on all these factors, I decided to purchase an used car from Charles Maund Toyota, Austin, Texas. I went to the dealership on Saturday, 10 August, 2013 and booked a used **** ****** ******* ** with VIN number ***************** I was given a clean single owner ****** report with no accident history before finalizing on the car. (****** report copy is provided in the attachment) The history also showed that the previous owner seemed to get most of his regular service/oil change done in Charles Maund which further enhanced my confidence in the car. Even the salesman said that I was getting a very good deal on an excellent car and based on this I immediately booked the car. The total amount was $10,300 for the car plus $920.51 in state taxes and other miscellaneous dealer charges totaling $11,220.51. (Breakup is provided in the attachment) I signed all the documents required as part of the purchase formalities. Also I had no reason to doubt the dealership as they were large, had a good reputation and sold thousands of cars every year. I went on Monday 12 August, 2013 to Charles Maund Toyota with a cashiers cheque to make the payment and collect the car. I took the delivery of the car around 12 PM on 12 August, 2013 and drove back to my office. As I parked the car in my office parking lot, I opened the glove box and saw it contained a file with the car manuals. As I was glancing through them, I came across a receipt from ******* Collision which had the bill for the repair details as well as insurance claim for the car (Dated 2 August, 2013 and copy attached with the letter). I immediately realized that this was a wrecked car which was recently involved in a head-on collision. I immediately called up Mr **** * ***** **., who is the Business Manager in Charles Maund and asked him not to deposit my cheque as I had come across this piece of information and as a result, the car was not acceptable to me. Mr. Eric D Joner Sr. did not respond properly and completely ignored my request. Based on this, after my work at around 5 PM the same day, I went to Charles Maund dealership and showed them the repair receipt and asked them to cancel the transaction, refund my money and take back the car. At this point, the personnel in the dealership started getting aggressive and said it was not their problem now. After ten minutes, they said they were busy and started ignoring me. I was made to wait for more than an hour without any updates or communication. At around 7 PM, Mr. ***** ** ***** **. who is the Used Car Sales Manager came to me and said that they were willing to offer me $7000 for the car. This really disturbed me and it was finally decided that I will go back the next day to the dealership to discuss with Mr. ***** ** ******** who is the Used Car Director and who would be a better person to hear my case. In the whole time I was there (about 2 hours), I was maybe spoken to overall for 5 minutes. The next day, I went back to the dealership at around 12:30 PM to once again plead my case with the Mr. ***** ** ********. Once I reached there, my salesman spoke to Mr. ***** ** ******** a number of times and finally said that they were maximum willing to offer me $8750 to buyback the car. In all this time, Mr. ***** ** ******** did not come out of his office nor directly speak to me even once to address my concerns in spite of me having a genuine grievance. At this point, I was very disturbed as I did not want to lose $11,220.51 as it meant a lot of money for me nor wanted to retain the wrecked car as I was concerned about the safety of my family. In such a stressful situation, I decided to take the cheque and sell the car back as I felt it was better to at least get some of my money with which I could buy another car as I was sure that I did not want to keep the wrecked car. The next day, I did some research on the web and spoke to some well-wishers in USA. All of them were of the opinion that I was a victim of fraud committed by the dealership. This and the whole attitude of the dealership in handling the situation made me realize that I was misled, coerced and victimized into losing a substantial amount of money in an unfair and fraudulent transaction. I believe that the dealership knew about the repairs (The salesman confessed to me later on that even the radiator was replaced/repaired by the dealership. This is not part of the insurance settlement bill attached) and deliberately failed to disclose the information to me. Even if they did not know about it, it was their duty to accept the return and return the entire money back to me as this is basic customer service norms. Even after I reported this to them the same day I purchased the car and asked for a refund, they refused to acknowledge the situation and instead aggressively tried to bully me to retain the car or settle with a huge financial loss. I even wrote an email to the top management and customer relations team but they totally ignored my request There was no effort to apply basic business customer management principles which include making a good faith effort to resolve customer complaints and grievances. At the end of all this, I have suffered losses financially as well as emotionally. I believe that I have a strong case against the dealership and would like the help of “Better Business Bureau" in ensuring that justice is served to me. I hope that you will be willing to lodge my complaint and investigate my case with Charles Maund Toyota dealership. A copy of all supporting documents including the ****** report given to me, breakup paid by me to the dealer, amount refunded by the dealer for the buyback of the car and bill from caliber collision towards repair of the vehicle is attached with this letter. I look forward to your support in resolving my legitimate complaint. Yours Sincerely, ******* ********

Desired Settlement: I would like the Dealer to make good my losses and return back the $2470.51 which I lost in a single day in the whole transaction. Also I would hope that BBB would take suitable action so that no other consumers suffer such a fate.

Business Response: In conversation with ******* ******** we have come to the conclusion of refunding him $1550.00.   Mr ******** since being new to the country didn't understand that Charles Maund Toyota had only to go by the ****** as well for information pertaining to the vehicle.  We were not aware of any collision that the vehicle had been in since we did not do any work to this vehicle pertaining to a wreck.  Mr ******** understands this.... 
Mr ******** also made TXDOT aware of his situation; and they in turn closed their case pertaining to this vehicle and Mr ******** as of 8/4/13.

Consumer Response: Better Business Bureau:

The business had a discussion with me and offered various options. 
I agreed for the refund of the entire amount paid for the car except the state taxes and other statutory charges. 
The business informed that they have already made these payments to the state government and gave me the copy of the receipt detailing the same.

I informed them that I will be filing for a tax refund request with the state but will not hold the business accountable for the outcome.
In case the state asks for any other documents from the business (Eg. Letter or other receipts) to grant the refund, I request the business to co-operate with me in the future.


I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********

8/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My financial institution sent my information out letting area dealerships that I was shopping for a car which I agreed to. I was contacted by many different dealerships and only responded to the 3 that were quoting prices close to what I was wanting to pay. I purchased my car in May but every since the middle of May, Charles Maund Toyota's Internet Sales Manager has been sending me strange e-mails. A few days ago, he sent one asking why I am ignoring him and today sent one asking me to tie a note onto a pigeon's foot for him. I have contacted the dealership twice asking for the emails to stop. The first time was by e-mail which caused junk email from the manager. The second time I left messages with no call backs. This is inappropriate and creepy to receive these e-mails.

Desired Settlement: I do not want any e-mails from this company - I feel it is very unprofessional to contact potential customers in this way.

Business Response: Reached out to Ms. ******* to express an apology for the emails that she has been receiveing....  and to let her know that the appropriate measures have been taken to ensure she does not have an additional emails.

8/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The actual odometer reading that was on the truck and on the odometer disclosure statement is not the odometer reading they sent to the warranty company. The actual odometer read 100771. They sent 99128 to the warranty company. When we went to have warranty work completed they told us the warranty had already expired.

Desired Settlement: If they cannot get the information changed with the warranty company they need to take care of my repairs that are covered under the warranty.

Business Response: Concerns about odometer reading not correct has been resolved with warranty company.   Customer is aware that this has been taken care of and they can have their vehicle needs done in the service departmnet.

8/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The actual odometer reading that was on the truck and on the odometer disclosure statement is not the odometer reading they sent to the warranty company. The actual odometer read 100771. They sent 99128 to the warranty company. When we went to have warranty work completed they told us the warranty had already expired.

Desired Settlement: If they cannot get the information changed with the warranty company they need to take care of my repairs that are covered under the warranty.

Business Response: The mileage mistake has been taken care of thru the warranty company.....  customer is well with outcome.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* *********

7/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: **** ****** ****** - sudden blow out of rack and pinion seals - while starting the vehicle. Took it to the nearest ******, as I have platinum extended warranty, they refused to honor the warranty due to a lift kit on the truck, HOwever were unable to provde a technical explanation as to why they thought the lift was the cause. I informed them that this is a known issue, and is happening on lifted and non lifted vehicles, as apparent in ****** tech tip ************. Ie: investigating the rack leakage issue on the 09 - 12 trucks. It happens on BOTH lifted and stock vehicles (per the release)…

Desired Settlement: I would like to take my vehicle to another ****** dealership - who admits the issue, but cannot act on it due to the refusal by charles maund.

Business Response:

Contacted **** ******** on 7/*/13 regarding his concerns.  Mr ******** stated that we were not willing to honor his warranty on the vehicle because of the lift kit.  Mr ******** was told that we have to contact ********** with any claim over 1K per his warranty.  *** made a call that the lift kit he had installed on his vehicle was the reason the vehicle needed repairs.  The lift kit that was installed was considered by *** as accessive at 6in., instead of a 2-4in lift kit.  *** also stated that variable could change the sterring angels and this cause the issues.

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 1st, 2013, I drove to Charles Maund Toyota to receive a drain and fill of my transmission fluid on my 2007 4runner v6 2wd. I met with ***** **** a service rep. and he directed me to his Master Tech *****. I requested the drain and fill and asked to observe the service being performed. When observing the service, I noticed that the transmission fluid being filled was not Genuine Toyota fluid but rather a generic third-party fluid called MOC Synthetic. Now I know that my vehicle was supposed to only be filled with the required Toyota Genuine Automatic Transmission Fluid World Standard and I voiced my concern with the service rep. ***** ****. ***** **** then told me that the MOC fluid and Toyota fluid were one and the same. When I disagreed, we met the service manager and he confirmed that they were in fact DIFFERENT fluid. ***** then directed his mechanic to re-perform the drain and fill service and I again watched. This time, *****, grabbed 5 quarts of Toyota Genuine ATF WS fluid and proceeded to drain and then pump all the fluid into the transmission. I paid for the $127.04 service with my Bank of America Visa credit card. When I drove home, I proceed to research the proper method for the transmission drain and fill. According to Toyota, the 4runner’s transmission needs to be at a proper temperature before fill to ensure the correct amount of fluid is in the vehicle. The temperature needs to be gauged with a Toyota Scan Tool which shows the proper temperature; the technician never performed this. Next, the fluid needs to be let out via the “overflow plug” to ensure that there is not excessive amount of fluid in the transmission, which could cause damage to the transmission; the technician never performed this. The correct amount of fluid should be around 3 quarts and the technician put in about 5 quarts causing an extremely excessive overfill of the transmission. I am extremely concerned, not only for the potential damage to my own transmission, but the scamming techniques used on other customers. Charles Maund Toyota insinuates that the proper Toyota fluid is going in serviced vehicles, and yet, different thirdy party fluid is in actual use.

Desired Settlement: Now, I am requesting that Charles Maund Toyota first refund the service fee of $127.04 to my card. Next, I request Charles Maund Toyota, to perform a complete flush of the transmission fluid to get the incorrect fluid out of the system, and refill with proper Toyota fluid. This procedure should be done with a different licensed Master Technician. Also, I need a guaranty from Toyota that if my transmission fails due to this incorrect service, they will replace my transmission with a new one. I will also be contacting Toyota Motor Corp. regarding this issue. Please contact me at ************ or *****************. Thank you.

Business Response: Spoke with **** **** yesterday 7/2/13 about his concerns regarding his service visit here.   We will be taking care of the vehicle needs per *** ****'s request on Friday 7/5/13.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me with the condition that if there are transmission problems in the future, do to the initial erroneous service made by Charles Maund Toyota, then Charles Maund Toyota will take full responsibility for the repair and/or replacement of the transmission and any other failed part(s). 

Regards,

**** ****

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello. In February my 2010 Volkswagen Jetta TDI, originally purchased new from Charles Maund Volkswagen and is still under warranty, stalled and was towed to Charles Maund VW for service. When I received my vehicle back from the dealership there was new body damage. Due to the location and nature of the damage, I initially reported my concern to Volkswagen Roadside Assistance (within 24 hours of picking up my car) thinking it was related to the tow. Volkswagen assigned ****** **** ******************** ************* to my claim. ****** stated he spoke to both the owner and driver from the towing company, both of whom denied causing the damage, although the tow driver stated there was no damage on my car at the time of the tow. ****** also claims to have spoken with the Charles Maund Service Manager, ******* *******. After several weeks of researching the issue, ****** denied my claim saying that the damage appeared to be due to being jacked up inappropriately. He stated he was confident the tow company did not cause this damage and suggested the damage may have been caused by Charles Maund. At that point I followed up with the dealer, emailing both the Service Manager and the General Manager. After over a week without a response to my email, I resent my complaint. ******* finally responded saying that the damage on my car did *not appear to be the result of a jacking incident but rather a due to speed bump or curb, and did not take responsibility for the damage. I reported the damage within 24 hours of receiving my vehicle from the dealer, and provided a picture and repair estimate (from Charles Maund).

Desired Settlement: I want and expect Charles Maund to cover the repair cost for the damage that occurred during my recent warranty claim.

Business Response: I just received an e-mail from our General Manager, **** ********* advising that an open case was filed by a customer with the BBB.

The Case ID ******* customers name of ****** ******** ****.

The nature of the dispute is the damage of the right rear rocker panel area of the car, an e-mail was sent to Mr. **** on the 6th of May 2013 by Our Service Manager ******* *******, the text of the e-mail is as follows.

After review of the lower damage to the rocker panel from the picture provided, and talking with VWoA, VW Roadside, and our body shop. This is not a jacking issue, this is from impact, possible curb, road bump, speed bump, this is a Insurance issue not a Dealer issue if further Assistance is needed please feel free to contact us, Thank you for your time on this matter 

******* *******
Service Manager

Also we have an E-mail from Volkswagen of America on the 26th of April 2013, stating that the customer was ineligible under the BBB Program Summary.

This would have no bearing on whether he can start repairs.

After reviewing the file and the photos sent to us and talking with our Body Shop, in my professional opinion and experience with being a Service Director   And running our Body Shop , I agree that this is an impact issue which should be handled by his insurance company.

Yours in Service
***** * ****** ******
******** ** ***** **********
Charles Maund Companies 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: The Volkswagen representative that was assigned my claim, after his extensive investigation, stated the following information (which I have on recorded statement via voicemail):
A) The tow company stated there was no damage on the car when they picked up my car before delivering it to Charles Maund.
B) The damage on the car, based on his professional and personal experience, was "due to being jacked up". In fact the Volkswagen rep said he has another claim for a Jetta in which the exact same damage occurred due to improperly being jacked. 


Regards,

****** ****

Business Response: I regret that Mr. **** has rejected our response, but like I stated in my first comment in my professional opinion this was not caused by our lifts raising the car, and was caused by curb damage or speed bump damage.

If a lift arm was not properly set under the car in all four lifting points the damage would be of a different type it would rip and tear the rocker panel, due to the lift arm pads have up-turned corners to prevent from slipping off the lifting points.

I unfortunately have had some of our lifts kick out or were improperly set and the damage done to the  vehicle is very different and more severe.

This is why I stated that in my professional opinion and professional experience of over 45 years in this field we did not cause the damage to his vehicle.

***** * ****** ******
******** ** ***** **********
Charles Maund Companies

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: Nobody from Charles Maund has even asked to look at the vehicle to inspect the damage. The dent is not consistent with damage from a speed bump and Charles Maund would know that if they looked at the pictures I provided or asked to inspect the vehicle. The damage came from pressure being raised from below. The Volkswagen claims adjuster was adamant the damage was related to being improperly jacked. Charles Maund is now saying they are confident it is *not* related to a jack. All I know is my car was dent free before it was sent to Charles Maund, and it had damage when it came out. It's extremely frustrating to be dealing with three parties (Volkswagen claims, Bullet Towing, and Charles Maund) all of whom seem intent on denying responsibility. Bullet stated the damage wasn't on the car when they got it, and that they didn't cause the damage. VW states the damage appears related to a bad jack, but Charles Maund states they didn't cause the damage. Charles Maund has not demonstrated a desire to fairly resolve this issue. At this point I must ask the Better Business Bureau what options I have to further escalate this issue. 

Regards,
****** ****

5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had issue with Rear Bumper being lose on a new Toyota Prius. Toyota said that it has happened due to Owner or something hitting it. I dont see any scratch and dent, and I beleive this is manufacturer Toyota having not done the job properly.

Desired Settlement: Please fix the loose pins of the rear bumper.

Business Response: In response to Mr. ******** ***** request for help, we have contacted the customer today 5/9/13.   Mr. **** came into the dealership at noon and a bumper bracket was replaced to eleminate the loose fit on the right side.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,
******** ****

2/19/2013 Problems with Product/Service | Complaint Details Unavailable
1/28/2013 Problems with Product/Service | Complaint Details Unavailable
1/21/2013 Problems with Product/Service | Complaint Details Unavailable
1/8/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
12/10/2012 Advertising/Sales Issues
8/13/2012 Problems with Product/Service
7/27/2012 Advertising/Sales Issues