ComplaintsforMadera Auto Center

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/31/2024 I went into Madera Toyota. I went in because "****" the general manger called the same morning to offer me a deal on a Toyota Corolla Cross. After test driving the car we started talking price. I asked **** to print out the total price with taxes and all fees. Me and my and my wife looked over the grand total that **** printed up for us and we then agreed to buy the car at that printed price that **** provided me and my wife with.I was going to pay in full and write A check out for the full amount. I did not want to finance it.So, in order for them to take a check they needed to run my credit to buy the car at the agreed price. So, I allowed them to check my credit which came back at 855 which is exceptional credit.Then they proceeded to draw up the purchase contract and to their surprise they made an inputting error and the price of the car went up by $200. So, they now wanted me to pay $200 more and I did not agree to this! It was their mistake and I wanted them to honor the agreed printed up price that I had in my hands. **** did not want to honor the price and stated that he had no control over the tax rate which was not the issue. The copy of the estimate he gave me had the taxes and all other fees in it. They actually gave me two estimates with the same price and **** still did not want to own up to his mistake and or honor the price.I let them run my credit to purchase at an agreed price and then the reneged on the deal.****, ran my credit under false pretense! I took A ding on my credit score for nothing!

  

  Business response

  04/10/2024

  On the morning of March 31st, 2024 we reached out to *********************************** He asked for a deal considering most Toyota Dealers have ******** over MSRP. It was Easter and the last day of the month. ******* and I agreed to $500 off of MSRP to make a deal. He proceeded to drive in. Both he and his wife took it for a drive. When they got back they mentioned she loved it just not in love with the color. We proceeded to give him an additional $700 dollars off. He asked what it would be out the door after tax and license fees. I gave him an estimate as he states. At that point we agreed to move forward. To finalize deal we would need to run credit and get his exact address to have the final quote. Due to where **************** lives his tax rate was a little higher than standard. Different residential areas have different tax rates. The final number was a little under $200 dollar more. At that point he wanted an additional $200 off.  We declined. **************** and I had agreed to a set price before he came to the dealer. Once he got here I went $700 lower just to make a deal on the last day of the month. I had no room left to go lower or we would have. Most Toyota dealers on these Hybrids have ******** over MSRP. We care about the future business of our clients so not only did we not charge a mark up we actually gave him a total of $1,200 off of MSRP. **************** himself said he knows its a great deal and he knows its taxes but that it is not his problem. We showed him our price was exactly as agreed the difference was the tax rate for where he lives. 

   

  When we first came inside he said as long as we were under $37,000 out the door we are good to go. We were well below it even after the $200 tax difference we were still under that number. We did not play any games or sales tactics with ****************. It was actually the complete opposite. We were very straight forward showing our cost and what we are willing to sell it for. As a dealer the tax rate is based on a customers physical address. **************** did not give us any personal information or move forward until we gave him the estimate. 

  Customer response

  04/11/2024

   I am rejecting this response because:
  "Wow', such an embellished response!

  Fact, you cannot take a car out for a test drive without handing over your license. My wife handed her license over to **** in order to allow her to go on a test drive. As the car was being purchased for her and I wanted to make sure she liked the way the car drove. 

  When we got back from the test drive we then negotiated and I asked **** to write up an estimate to know what the total price would be. **** asked for my zip code and I told him the zip is on my wife's license which he had. He then made the estimate with the total price and we decided to move forward. Then **** handed me over to the finance guy at which point he asked me for my license to make copies of it and also make A copy of my wife's license that we got back from ****. The finance guy then made copies and made a new estimate with both my wife's and my information on it. The finance guy asked us to look over the estimate to make sure our information was correct on it including the price which was the same as the other first estimate. We told the finance guy that all the information on the estimate was correct and he then asked to run my credit which I agreed and also agreeing on the price too. My credit was ran and came back at **************************************************************************************************************************************************************** that the total purchase price went up by $200....The purchase guy told me that I had to pay the difference and I refused and told him that we had an agreement with both first original estimates which included all necessary fees and taxes too. The finance guy then called **** and asked him if he would cover the extra charge for the new total because of the imputing mistake that **** made. **** refused and wanted me to pay for their mistake.

  So, For **** to say that we never gave him our whole information is "A Lie" because we gave him both my wife's and my license.

  I do not know if they operate some king of shameful, trickery and or sham purchase contract modification to try and get more money out of the automobile buyers!!

  Fact, they reneged on the deal, even after having drawn up two separate estimates!!

  Fact, I would not have allowed them to run my credit unless we had an agreed purchase price in writing, which we did.

  Fact, **** made an inputting mistake and does not want to take responsibility and or own up to it!! He has lost my business!!

   

   

  
  

  

  Business response

  04/14/2024

  *************** I do understand why you are upset how ever there was no trickery or sham. As you know the price did not change. Again we agreed to $700 off of MSRP no add on products or ********* The only thing that changed once you arrived was that we gave you an additional discount. There are many car dealers that are unethical and play games. How ever our price did not change. We did not move our price up. 

   

  The day you came in was Easter we were extremely busy and short handed as you remember. When we agreed on price as you knew there was no address information only your county which typically is exactly the same. Where you live there was a very small difference. That is why even on a brand new car the difference was only $200. I understand why you are making the complaint you are upset because just as we stated to go buy this exact car at any other Toyota dealer you will be paying thousands more. Not only do we not have ******** nor do we force added products we discounted under MSRP just to make a deal for you. There comes a point where we have to hold our ground as well. We were very professional and friendly we showed you our invoice (cost). We showed you what profit was being made on the deal and there was no room left. You made a deal with me on the phone that you would buy that day. When you came in we lowered it again. 

  As we told you that day we have a clear conscience we were very transparent and worked with you. The complaint is just you taking out frustration since you lost a great deal the car sold the next day and its not possible to match what we offered by any other Toyota Dealer. That goes to show how transparent we are as well as how great of deals we offer our clients. We understand $200 does not seem like much. How ever when we are already well below MSRP we do not have room to work as you seen. If we we  had profit in the deal to work we would have worked with you on the $200. Anyone can look up when the difference from MSRP to Invoice is and they will see when we were giving you $1,400 off was a incredible deal.  

   

  We will not continue to go back and forth with you. When you are ready for a great deal let us know. At the end of the day you know we were very transparent and did business correctly. 

   

  For the future now we will not give estimates. When a customer is asking why they must provide exact address for an estimate we will be sure to show them this complaint. This is the first situation we have had arrive like this so I do not think it will happen again. How ever we will be sure to protect our basis. 

   

  We do wish you all the best. 

  Customer response

  04/15/2024

   I am rejecting this response because:
  Once Again!,

  I reiterate ,

  I and my wife gave you guys her driving license which has all current and correct address with all necessary information. I also gave you guys my drivers license which also has all correct information! ****, made A tax an inputting mistake and when drawing up the conract it change. The tax rate increased the total purchase price by $200 more than the original two estimates created by you guys.
  I and my wife agreed to purchase the car under the original two estimates and at which point I let you guys run my credit.

  Bottom line, you guys " Do Not" want to own up to your mistake!

  For you to state that I and my wife didn't give you our information is "A Lie"! 

  We will never do business with your auto dealership and will tell everyone about our bad experience with this dealership at every opportunity!

  I want to guys to write to the credit agency that ran my credit and explain that you made I mistake and correct the ding that you put on my credit. Basically you ran my credit under false pretense because you reneged on the agreed purchase price!

  I already purchased another Toyota Corolla Cross and paid in full with A cashiers check! This dealer was honest ,respectful and transparent, the professionalism & friendly courteous help was second to none!

  Thanks,  But no thanks!

   

  
  

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had services done at this dealership auto service department regularly and on one of the visits I had taken my car to check on when they check the transmission fluids they left the cap off and it ruined the transmission on the car. When I spoke with the manager and sent the report from a transmission specialist for the car their response was that they were not responsible for anything. The outcome was that I had to get a new car because the cost to replace the transmission was too much and I was Almost done paying the car off. I had to start all over again with payments and got negative equity on top of the purchase. My car was not old I had planned on keeping it for years after paying it off. I have paperwork that does show all the times I took the car in to their service department and they are at fault for their negligence. They should be responsible for something. They may be doing this to other customers so they should take responsibility.

  

  Business response

  12/20/2023

  After reviewing the customers complaint, we came to the conclusion that we are not at fault for the damage to the vehicles transmission. Customer declined ************** recommendation at the time the vehicle was at our shop. 
  The only concern it had was an electrical concern due to a faulty shifter assembly. To diagnosis the customer concern we never had to check transmission fluid levels. Which would not put us at fault for the claimed missing fill plug. See attached copy of service invoice. Customer drove the vehicle for over four months and ***** miles before notifying us any concerns. I also included a copy of the invoice from the transmission shop, customer sent this to us. 
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new suv from them in July of 2022. In December we had an issue with the high beams turning off. We went to the service department they kept it for a week and couldn’t find the problem, but charged us for their time. We had another place look at the light and they fixed it, but it was a brand new car and shouldn’t have had this problem. When the other shop fixed it we were told we had after market worrying installed by the dealer, without our knowledge or consent which makes it nearly impossible to for any other shop to use a diagnostic tool because they reversed the female port to a male port. This is not standard, or how the vehicle is produced. Now we are having problems finding shops capable of working on the car properly.

  

  Business response

  02/14/2023

  We were able to duplicate the high beam concern upon initial inspection of the vehicle. Our technician noted that due to headlamp damage, water entered the headlamp assembly shorting out the headlamp connector, causing the high beams to stay on. Our recommendation was to replace the damaged headlight and recheck. No repairs were made.

   

  We believe you have been in communication with our Service Manager ******** and have made arrangements in regards to removing the installed LoJack Car GPS Solution. If you have any additional questions or concerns, please feel free to reach out to us.

   

  Thank you

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the truck service at a different shop change many parts with gm oem parts and is drivable now they suggested to take to dealer due to being under warranty for a traction control lights on the dash.i took it to madera chevrolet stated to them the repairs its been done when dropping of the vehicle on a friday..they call me back on a monday with a estimate $1787 they did there repairs did not fixed the issue.i call the 2 weeks later 4o inquired they stated it needs another part they change and again it did not resolved the problem now we are 5 weeks into this they did not kept me imform the way they said they wood i call them again they said now for sure last thi g to be done to fixed the problem was another part after they change it still has the same issue ..i stated to them all them part you change i had repaired them on onother shop with gm oem part new and i send them the invoice..now the truck been at the shop 8 weeks they told me the truck is not origin** it has after market gears on the differenti** they can't fixed.it truck is all origin** with oem parts i told them many time times and they were stuck with there technicians opinion ..i was tired i went straight to the manager and told th the truck haves the origin** gears on the differenti** after a discussion he said they were going to check it again to verify.,yes he contact me apologize they made a mistake that it is origin** now they could proceed with the next step charging a new differenti** oem part scense it hasn't been messed with costing me many thousands of dollars .they stated not to worried about it that all should be cover from my auto insurance that it wasn't going to cost me anything and stop him there i said wait a minute it is costing me i pay for my insurance i paid the monthly teuck payments uts costing me alot of money its just been headaches after headaches and it seems to me there just scamming and playing the guessing game after i told them many times all them parts were repair

  

  Business response

  05/02/2022

  Mr. ****** brought us his vehicle on 3/3/22 with primary concern being check engine, ABS, traction, trailer brake, engine power reduced, and ESC warning lights are on. This vehicle was in an accident and had prior repairs made at another shop. Our initi** assessment revealed that all warning lights were in fact related and due to intermittent loss of wheel speed sign** of right rear wheel. An insurance claim was initiated and we have undertaken a number of steps to remedy the concern. The service information manu** (Document ID: 579**97) was followed to correct a C0517 trouble code.
  
  A) Right Rear reluctor ring was damaged by previous repair shop and replaced as a step one repair.
  
  B) Right Rear wheel speed sensor was replaced due to damage found in connector as a step two repair.
  
  C) Circuit integrity was verified and therefore the Brake Control Module was replaced as a step three repair.
  
  D) With the electric** infrastructure eliminated as root cause for concern; we began in-depth assessment of rear axle assembly. We discovered that the impact due to accident has compromised assembly, causing right rear axle to walk in/out of assembly 3/4". As this occurs the reluctor ring is no longer in window for speed sensor to detect. A rear axle assembly replacement is necessary to correct concern. We are currently waiting for insurance adjuster to approve rear axle assembly replacement.
  
  We have worked diligently to coordinate insurance inspector assessments. Once supplements are approved parts are ordered and repairs are performed in timely fashion. Time delay to this point have largely been due to insurance company availability and parts availability. Neither is in our control.
  
  We have been in direct communication with Mr. ****** and will be updating him regularly. On 4/22/22 our service manager ** ******* met with Mr. ****** and explained the process and action plan. We have agreed to return all old parts to Mr. ******. In addition we have authorized a one week goodwill rent** vehicle for Mr. ****** while we wait for the insurance adjuster to respond.

  Customer response

  05/02/2022

   I am rejecting this response because:
  Ive been the one contacting the dealer service department and yes they did lend me a vehicle after 7 weeks of my vehicle being there and i was contacted that they wanted to charge it now to my insurance wish that wasn't the agreement,i see instead of figuring the problem now they told me to not de** lets just change the complete truck differenti** causing many thousands of dollars more previous shoo that work on this vehicle assure me 99.9% its not the differenti** i also mentioned i wanted to pick up my car..the auto center change the same parts the previous ship did and the issue still continues after i mentioned them parts were all oem origin** parts brand new and now theres a bill for $2700 and nothing got fixed i want my vehicle back and i dont think i should be responsible for paying something that didn't get fixed
  
  

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