Complaint Category: Sales presentation used dishonest sales practices
Complaint: I bought a 2002 Toyota Rav4 from this dealer that was known to be defective to the dealer. We were not informed of this and they refuse any help.
I bought this car in April of this year. We were not shown the Carfax and were basically forced into the sale by a pushy salesman. I wanted to look at other vehicles but was told the paperwork was started. At the time of purchase they did not tell me they had taken this vehicle to Precision Toyota due to shifting problems. They had the Electronic Control Module replaced and it did not fix the issue. They refused to keep it in and were told that both the module and transmission needed to be replaced. No one ever informed me or my wife of this. We found out from Desert Toyota who pulled the Carfax. Total repairs would cost over $6,200. Contacted dealer and they refuse to fix the lemon the sold us, and offered us $3,000 as a trade in, and that we would have to come up with another $4,000 to get a different vehicle as that is what is due on the financing. The problem started the day I was forced into the vehicle. The cars issues started 3 months after purchase date which was April 15, 2013.The account number is: XXXXXXXXXX through Wells Fargo Dealer Services.Monthly payments of $223.01 per month. $1,000 down-payment. ******* ****** is Sales Agent. Have tried to settle issue with Agent *** ****** and have gotten nowhere. Down-payment was cash and monthly payments by debit card. This car has a charge of $699.00 for GAP Insurance. Have put only 17,000 miles on vehicle and problem started after 12,000. Have been to the dealer three times and get nowhere.
Initial Business Response
1. We inspect the vehicles as they come in for drivability and safety issues and on this particular vehicle we found that it had a harsh shift condition which was addressed and fixed by us. It was discovered that the Engine Control Module (ECM) was faulty so we had the ECM removed, repaired and reinstalled. The ECM repair was completed by Module Repair and received back 12/20/2012 (supporting documents on file). After the completion of this repair we drove the vehicle and found that the problem of harsh shifting was resolved.
2. On March 16, 2013 we sold this 2002 Toyota RAV4, VIN: JTEGH20VXXXXXXXXX to ****** and **** ********* with 126,803 miles. The 15 day/500 mile Used Car Implied Warranty of Merchantability was signed by both parties (document on file). Extended warranties of different types were available to purchase but were declined by both parties (document on file).
3. No issues of harsh shifting were addressed during the test drive and no mention of this shifting problem was ever addressed until September 16, 2013 when the *********'s came in to trade the vehicle. At this time it was 6 months after the purchase date and the vehicle had 141,000 miles which is 14,197 miles since purchase which far exceeds the 15 day/500 mile Used Car Implied Warranty. Car World management was made aware of the harsh shift issue at this time.
4. With respect to the allegations of this complaint, at no time did Car World ever take this vehicle to Precision Toyota or Desert Toyota for diagnostics of any problems. Both the title received from Precision Toyota and the Manheim Auto Auction Buyer's Receipt (documents on file) show more mileage listed than what is listed on the repair order Mr. ********* is referring to when the ECM repair was declined. The mileage listed on the Carfax Report for the particular repair in question was 126,756 and Car World purchased this vehicle at the Manheim Auto Auction in Tucson with 126,787 miles while a copy of the title from Precision Toyota show the mileage at 126,767. Therefore, the vehicle was obviously taken in to Precision Toyota by the previous owner and not by Car World as stated. Mr. ********* accuses Car World of selling him a vehicle that we knew had issues when in fact we sold him a vehicle that we repaired for the ECM problem.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This information should have been told to us so we could make a decision on whether to buy this vehicle or not. At no time was any information given to us about the computer being replaced until we bought our own to try and fix the problem that was already there. It may not have shown itself at first, but it was there and this information was disclosed to them when this car was purchased at the auction from Precision Toyota as that is their policy. The problem was not the ECM, but the transmission itself. The ECM is a temporary fix. There is evidence that these cars have issues and the CARFAX shows this is one of them. They asked if the person who sold us the car showed us the CARFAX and they never did.When we first told them of the problem they denied there was ever a problem with the car while on their lot. After we change out the ECM, they state there was a problem. They would not have known to change out the ECM to begin with unless they did some investigating like I did. We were also denied the opportunity to test drive other vehicles by a pushy seller who told us that the paperwork was already started for this vehicle. They tell us that we had the opportunity to say no at the time but due to a mental illness, I do not think like others. If I would have known this, I would have said something. Just because they fixed the ECM does not mean that the problem is resolved. There is plenty documentation of this online and in a lawsuit brought against Toyota. This car is and was a lemon that should have never been put on the lot in the first place. I do not believe them when they say they never knew of the problem as they have lied to us in the past.We were also told that we could not purchase any type of extended warranty as we were being financed and that Wells Fargo Financing would not allow this. This was told to us on the date of purchase as well as when we brought the problem up to them. Again there story changes.I do not accept there response because they continue to lie every time they get caught at something. This shows they have the ability to lie that they never knew there was a transmission problem, and not the ECM.They tell us we will get you a discount on fixing the problem which is not sufficient enough. I am scared to drive this vehicle as it is unreliable, but am forced to continue to pay for it and use it for my wife to go to work. They also never told us of any mechanical issues which the law clearly states that they are obligated to do. I would not have purchased this car had I known that the computer was replaced as this shows there is a major problem with the vehicle.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.