ComplaintsforKenny Thomas Olathe Toyota

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year and a half ago I bought Kia from this business. The have a great free warranty. But even though the in house warranty was in place the business does not have anyone on the weekends who can work on any car that is not a Toyota. I finally was able to make an appt on a weekday and requested a full diagnostic workout. I was then told that they don’t do that there and I need to take my car to a Kia dealer. I was previously specifically told by the owner that if I could bring my car in during the week all of that could be taken care of. I asked about how warranty work is carried out. I was told I would always need to use a Kia dealer. This was not stated anywhere in my contract or warranty information. Had I been told this I never would have bought the car from them. I have 2 jobs and it would be incredibly difficult to try to take my car somewhere other than where I bought it. They were so anxious to sell me the car that they left out crucial information that really affects my ability to get my car diagnosed and checked as the warranty states. I fell like I deserve some type of compensation for the hassle I will endure going forward due to their non-disclosure of these facts. I am mostly happy with the car except for the fact that some of the sensors have not worked correctly since day one. This is also covered in an extended warranty that I purchased. I will have to try to about finding a way to get the car to a Kia dealer.

  Business response

  06/12/2023

  Customer requested a multi-point inspection of 2017 Kia Sportage purchased in 2021. Advised customer we could perform inspection and scheduled 06/14/23. Customer stated there were no performance concerns or malfunction indicator lights on. Advised customer if vehicle required complex electrical diagnosis it would need to be inspected by a Kia dealer as we do not have electrical wiring diagrams or special service tools required. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Olathe Toyota on 8/25/22 to inquire about the availability of a 2022 Rav4 Limited. I spoke with Ms. **** ****** (Sales Person) and she informed me that a 2022 Rav4 Limited was in their next scheduled allotment. I asked Ms. ****** to send me the specifications and the total price of the vehicle. In order for Ms. ****** to give me a total price on the vehicle she asked some questions about financing and calculated the licensing fee and sales tax. I told Ms. ****** that I was paying cash and the vehicle would be licensed in the state of Missouri. The sales tax would be paid in the state of Missouri. Ms. ****** told me verbally the total price of $41,559.00 for the vehicle and sent it to me in writing. Ms. ****** also told me to reserve the vehicle a $500.00 deposit must be paid. I gave Ms. ****** my credit card information on 8/25/22 before the Dealership closed. My credit card was charged the $500.00 on 8/26/22. Ms. ****** informed me that it could take a few months before the vehicle gets to the Dealership. I understood that and told Ms. ****** that I would check on the vehicle periodically for an update. I received a text on 9/15/22 that the ETA on my Rav4 Limited AWD was between 9/18/22 — 9-23/22. I called the Dealership on 9/22/22 and spoke with a manager to get the VIN for the vehicle for insurance. Ms. ****** was not available. On 9/28/22 1 was contacted by Mr. ***** ***** (Sales Person) whom I had no contact with to this date. Mr. ***** told me that my vehicle was due to arrive soon but he could not tell me where the vehicle was located. Then I get another call from Mr. ***** on 9/29/22 that the vehicle had arrived and is on the lot. I told Mr. ***** that I would look at the vehicle around 3:00pm that afternoon. I also told Mr. ***** that If the vehicle checked out okay that I would bring the check and pick up the vehicle on 9/30/22. After I had inspected the vehicle I told Mr. ***** that I would have the check in the amount of $41,059.00 and pick up the vehicle on 9/30/22. Mr. ***** informs me that there was an additional administrative fee of $399.50 and a tire tax of $1.00. I told Mr. ***** that afl costs were included in the written contract price given to me by Ms. ******. Mr. ***** then gets his manager involved in the conversation. I was told by Mr. ******* **** that these fees are mandatory fees that must be paid with every purchase. I told Mr. **** that all costs were included in the contract price sheet I was given and that I would not pay these additional fees. I also told him that I would be returning on 9/30/22 with my check for $41,059.00 to pick up the vehicle. On 9/30/22 1 returned to the Dealership with my cashier's check for $41,059.00. I was told by Mr. ******* **** (Sales Manager) that they could not sale me the vehicle if the additional fees were not paid. After much discussion was told by Mr. ******* **** either pay the fees or leave without the vehicle. I was forced to pay these fees in order not to lose the vehicle and my deposit. I paid the additional fees with my credit card. I took possession of the vehicle on 9/30/22. Complaint My complaint against Olathe Toyota is for a breach of the total contract price on their behalf. They know that it is more difficult than ever before to get a new vehicle or any vehicle for that matter in this current climate. I had no choice but to pay the fees or lose the vehicle and my deposit. l. believe the additional fees were added to make more money off the sale.

  Business response

  10/17/2022

  we do have a phone recording between the customer and **** ******.  In the recording you can hear **** tell the customer several times the price of the vehicle plus documentation fee and taxes.  She was told.  Do I need to try and forward the phone recording here?

  Customer response

  10/31/2022

  This letter is written to respond to the letter from the BBB dated 10/17/22. When I spoke with Ms. **** ****** on 8/25/22 the administrative fee and tire tax was not discussed. As stated in my complaint, I asked Ms. ****** for the total price of the vehicle. Ms. ****** told me verbally the total price of $41,559.00 and sent it to me in writing.
  I am requesting a refund of the additional fees in the amount of $400.50.
  

  
  

  Business response

  10/31/2022

  here is the phone recording so you can hear **** ****** letting the customer know that there would be document fees.

  Customer response

  11/10/2022

  This letter is written to respond to the letter from the BBB dated 10/31/22. As stated in my  response letter dated 10/26/22 the administrative fee and tire tax was not discussed with Ms. **** ******. I was charged a delivery processing/ handling fee of $1335.00 which was included in the total price stated by Ms. ******. Again the total price of the vehicle stated by Ms. ****** was $41,559.00.
  Additionally, I have not been given the phone recording of the conversation with Ms. ******.
  I am requesting a refund of the additional fees in the amount of $400.50.
  

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September I purchased Toyota OEM pats from Olathe Toyota dab Toyota Parts online. I returned a cabin air filter and it was received by the dealership on 9.15.2022. They contend that a credit was issued in the amount of $31.29 to my credit card. I have contacted them and my **** card provided. No credit transactions have posted or pended. Numerous attempts to have this resolved have fallen on deaf ears.

  Business response

  10/11/2022

  We gave customer $31.49 back on 9-15-22. See screenshot. I did reach out to **** and showed him the same thing. 

  *** ********  Parts Manager

   

  Customer response

  10/11/2022

  I'm sorry, but I have neither the time or inclination to conduct a battle of words or a forensic accounting of transactions.  

   

  I am now seeking a refund of my total purchase of $101.29 due to the total waste of my time and aggravation associated with this business.  The business does not appear to conduct themselves as a reputable, trustworthy company free from evasiveness and email communication putting the problem back on the customer.  I have wasted enough time and seek a credit to my card, free from third-party transactional interfaces.  

  All this business has to do is check with their financial institution and card processer to determine the cause of their inability to provide credit for merchandise in which they now possess.

   

  Rest assured I completely and thoroughly understand financial transaction business along with **** and other card merchant processing.  I know this because I spent my career working at Fortune top 10 Financial Institutions.  

   

  I am happy to share this business' perceived dishonesty and deceptive financial practices if it will help speed up a satisfactory resolution.

   

  Sincerely,

   

  **** ******

   

   

  [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 as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I am in receipt of the following email dated 10.11.2022 from the business:

   

  ****
  I saw your complaint to the BBB. I apologies that no one has reached out to you, not sure why. I attached a screenshot of the transaction. As you can see we issued credit on 9-15 for 31.49 on **** ****. Not sure what else we can do?
  
  Thanks, *** ********  Parts Mgr
  Olathe Toyota Parts Department
  **************
  
  

  I responded as follows:

  You need to talk to your Accounting dept to determine what the problem is.
  
  I’ve received nothing.  No **** pending or cleared transactions.
  
  I’m now seeking immediate credit and refund of my entire order.
  

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