Hello, I discovered this forum after I purchased my Rav and it has really offered me some valuable information. I had a number of issues with my local dealer and I thought I would post the letter I sent to Toyota of my purchasing experience. I am not a writer by any means, but I wanted to express my frustration with my dealer to Toyota USA.
April, 10th 2010
To whom it Concerns:
I would like to submit the following letter in place of my Toyota Purchasing Experience survey.
I am writing this letter in regards to my purchasing experience of a 2010 Toyota Rav4. I am a first time new car buyer at the age of twenty three. After researching a number of vehicle options from a number of auto manufacturers in the same class and price range—import and domestic, I decided on a brand new Toyota Magnetic Gray Rav4 4WD Sport. This was a difficult decision to make considering the number of vehicle choices and the less than favorable press Toyota Motors has been getting in the media as of late. I took into consideration the opinions of friends and family who have been loyal Toyota drivers and decided to overlook Toyota's current recall issues with the hope of joining them as satisfied repeat customers.
On Saturday Feb 27th, I test drove a Rav4 base model at Toyota of Warren in Ohio. After the test drive I put a $500.00 deposit down on a Rav4 Sport and the dealership located one due to be delivered to a partnering dealership in Pennsylvania with the promise of having a driver pick it up and deliver it to Toyota of Warren. In addition to the standard Sport equipped features, I requested two additional dealer installed accessories which were to be installed prior to picking up the vehicle. I requested a Remote Engine Starter and an iPod Connection Interface.
I received a call from my salesman on the following Saturday, March 6th, informing me that my Rav4 had arrived at Toyota of Warren, and that I could come pick it up. He also informed me that upon the vehicle's arrival there was a slice in the vinyl of the spare tire cover, which he believed was caused by a razor blade knife when the protective plastic wrapping was removed at the dealership. I was told that a replacement spare tire cover was ordered, and that they would install the replacement cover as soon at it arrived at the dealership at a future date.
I arrived at Toyota of Warren and was greeted by my salesman and taken to look over the Rav4. Other than the cut in the spare tire cover, the vehicle appeared to be in acceptable shape. Although the dealership's first explanation for the damaged tire cover was that it was cut with a knife, upon a second look it was the dealership's opinion that the damage was caused by “falling ice”. I also discovered that the two additional accessories were not installed nor were they even ordered to be installed—a full week later. Considering the state of Ohio requires a front license plate, a front plate bracket was required, but also was failed to be installed. I was informed that my vehicle had arrived at the dealership late the night before, and they had not had a chance to install the accessories or plate bracket and that I would be required to bring the vehicle back to the dealership at a later date for those items to be installed.
After meeting with the new car sales manager and signing all the Toyota Financial paper work, I sat behind the wheel of my Rav4 for the first time. I pulled into traffic and drove a total of three miles before I attempted to turn the radio system on. To my surprise the radio failed to power on. I contacted the dealership and was asked to return. Two salesmen and the sales manager fumbled around with fuses and under the dash in an attempt to remedy the issue. It was determined that the problem would not be able to be repaired without visiting the service department which was closed on Saturday. I was told to take the vehicle for the weekend and that it would be picked up at my place of employment on the following Monday and that the dealership would issue me a loaner car for the time it took to make the necessary repairs. While the dealership had possession of my Rav4, they would also replace the damaged spare tire cover, install the front plate bracket, and install the two accessories that they failed to install prior to pick up.
On the following Monday, March 8th, my salesman picked up my Rav4 with the news that one of the accessories—the iPod Connection Interface, could not be installed in the vehicle due to the XM Satellite Radio stereo unit. I was assured that the rest of the work would be completed in a timely manner, and that my Rav4 would be returned as soon as possible. Considering the iPod Interface could not be installed I requested a refund of the $299.00 listed MSRP for the accessory. My salesman informed me that he was unsure how the refund would be processed, but he would enquire about it as soon as he arrived back to the dealership. I later received a phone call explaining that I would not receive a full refund for the iPod Interface due to the sales manager's claim that it was “worked into the deal” and that I would only receive a refund check for the dealer cost of $105.00. I argued the point that when the deal was made the price of the additional accessories were taken directly from the MSRP price sheet available on the Toyota website, with the iPod Interface listed at $299.00 and the Remote Engine Starter listed at $529.00. It is my belief that I should be refunded the entire $299.00 considering those were the numbers that were used when those accessories were “worked into the deal”. In addition to these charges, I was also charged $500.00 for a “First Place Finish” coating without my knowledge. I was also informed during the phone conversation that the original radio unit was malfunctioning and that the dealership had ordered a replacement.
While the Toyota of Warren service department had possession of my vehicle I received a call from a women working for Toyota Motors who requested feedback on the dealership's performance. Regrettably, I gave positive feedback due to the fact that the dealership still had possession of my Rav4 and that every time I had any contact with the salesman I was informed and reminded repeatedly that I would be asked to complete a survey which that if I failed to give positive feedback on would effect his sales commission. I did not want the sales staff nor the dealership service department to harbor any grudge due to my feedback and in turn perform shoddy service on my vehicle—which I discovered later would happen anyway...
On march 11th, my salesman delivered my Rav4 to my place of employment and retrieved the dealership's loaner car. I was given a refund check for $105.00 and a quick demonstration on how the newly installed Remote Engine Starter functioned. After the work day concluded I got my first chance to look over the vehicle. The spare tire cover was not replaced as the dealership agreed to do, but instead was repaired with an obvious patch with the cut still visible upon inspection. The interior of the vehicle was left unclean with dirt, black electrical tape, and wire tie trimmings in both the driver and passenger sides. The underside of the dashboard was scratched and the two-piece plastic steering column cover was damaged so that a large gap was visible on the seam where the two pieces are joined together. I was told by my salesman that the Toyota of Warren's service department was very professional and award winning, so I was shocked to see the vehicle delivered in the state in which it was.
On Saturday, March 13th I returned to the dealership to express my frustrations with them. After requesting to speak with the owner of the dealership, I was lead back to my salesman's office. I confronted my salesman about the obvious repair made to the spare tire cover. I was told by him previously that Toyota of Warren went to a partnering Toyota dealership located in Boardman Ohio and obtained a new replacement cover and installed it. When I raised that question with my salesman, his story changed to: “I just assumed that's what the service department did...” It was always understood that Toyota of Warren was going to REPLACE the spare tire cover—not repair it. In my opinion Toyota of Warren was being untruthful in an attempt to pass a repaired tire cover as a replacement.
After I expressed my concerns with my salesman, I was asked to show the sales manager my issues with the Rav4. After I explained the spare tire cover situation to the sales manager, he informed me that it was never his intent to replace the cover, and that it was always his understanding that the dealership was only going to repair it. He explained that Toyota would not cover the dealership's cost for the damaged tire cover, and that it was standard protocol to repair it—which was a blatant lie. I was told from the day I pick up the Rav4 that the tire cover would be REPLACED. After I expressed that in my opinion I was being mislead and lied to, the sales manager expressed that in his opinion I was simply “reaching for something to complain about.” This comment infuriated me—frankly if I was “reaching for something to complain about.” I would not have to reach too far...
1. Cut in Spare Tire Cover upon pick up.
2. Remote Engine Starter and iPod Interface not installed upon pick up.
3. State required front License Plate bracket not installed upon pick up.
4. Non-functioning Radio unit upon pick up.
5. Informed after accessories were purchased that Ipod Interface could not be installed.
6. Only refunded dealer cost for Ipod interface when I paid MSRP list price.
7. $500.00 charge for “First Place Finish” coating without prior knowledge.
8. Unclean vehicle interior/tape and wire tie trimmings after service.
9. Scratches on dashboard.
10. Damaged steering column cover.
11. Dishonest Sales Staff.
12. Poor Customer Service.
After a meeting among my salesman, the sales manager, and the service manager they agreed that the dealership would cover the cost of a new spare tire cover (which they agreed to do in the first place) and the cost of repairing the damaged plastic steering column cover. They informed me that the replacement parts would be ordered as soon as possible and that the dealership would contact me to set up an appointment to have them installed. An entire week went by without any status updates from the dealership. My father called Toyota of Warren on my behalf the following Monday and left a voicemail message for my salesman asking about the status of the replacement parts. On the same day that my father called the dealership, I received a form letter in the mail from my salesman reminding me once again about the survey about my purchasing experience.
On Wednesday my salesman finally returned the phone call and left a voicemail message stating that the dealership had received the parts necessary to repair the steering column, but were still trying to obtain a spare tire cover which they expected to have in a couple days. I called my salesman on Friday to check the status of the tire cover and to set up the service appointment, and left a message on his voicemail. I received no response.
On Saturday, March 3rd, another week went by with no response from my salesman or anyone from Toyota of Warren—which made three weeks. The following Monday I called my Salesman two more times with no response and then finally the dealership's assistant manager; who informed me that my salesman was no longer with the dealership. The assistant manager assured me that he would check on the situation and return my phone call on Tuesday—He failed to do so. I made another call to the dealership and talked with the sales manager who claimed that the parts department was having a difficult time locating a new spare tire cover and that spare tire covers in Magnetic Gray were backordered. His explanation for the dealership not returning my phone calls was due to the fact that considering the dealership did not have the necessary replacement parts, there was no need to call. A total of four people at Toyota of Warren knew about the situation, and could not be bothered to return a phone call or update the status of the replacement parts—I consider that to be poor customer service. I ended the conversation with the sales manager by asking the name of the owner of the dealership.
Wednesday, I contacted another local Toyota dealership's parts department and enquired about how quickly they could receive a new Magnetic Gray spare tire cover. I was told by Don Joseph Toyota, that they could order and obtain the same tire cover that Toyota of Warren failed to get in nearly a month, in a matter of two days! After learning that it would only take a competing Toyota dealership two days to obtain the elusive Magnetic Gray spare tire cover, I received a call from the sales manager of Toyota of Warren letting me know they came across one and were now ready to set up the service appointment. When the sales manager learned that I knew he could have received the replacement tire cover much sooner, he offered the explanation that he did not want to order outside of his regional supplier. The truth of the matter is that Toyota of Warren could have had a cover within a couple of days but it was not high on their priority list...
On Saturday, April 10th, I returned with my Rav4 to Toyota of Warren for what I am hoping is the last time. The repairs were finally made, and I received the vehicle how I should have received it on March 6th (minus the iPod Connection Interface). Toyota of Warren has made purchasing a new Toyota Rav4 a very stressful undertaking. Although most of the problems were cosmetic blemishes and faulty electronics, the dealership made simple problems much more stressful than they had to be. They were untruthful, unprofessional, and in my opinion a complete embarrassment to the Toyota Motor Company. I feel that they mislead and tried to take advantage of a young person purchasing their first new vehicle. My Toyota purchasing experience has been jaded due to Toyota of Warren's business practices and although I love my Rav4, dealing with the dealership has completely ruined my first car purchasing experience. Despite my years, I am not naïve—I know when I am being treated unfairly.
April, 10th 2010
To whom it Concerns:
I would like to submit the following letter in place of my Toyota Purchasing Experience survey.
I am writing this letter in regards to my purchasing experience of a 2010 Toyota Rav4. I am a first time new car buyer at the age of twenty three. After researching a number of vehicle options from a number of auto manufacturers in the same class and price range—import and domestic, I decided on a brand new Toyota Magnetic Gray Rav4 4WD Sport. This was a difficult decision to make considering the number of vehicle choices and the less than favorable press Toyota Motors has been getting in the media as of late. I took into consideration the opinions of friends and family who have been loyal Toyota drivers and decided to overlook Toyota's current recall issues with the hope of joining them as satisfied repeat customers.
On Saturday Feb 27th, I test drove a Rav4 base model at Toyota of Warren in Ohio. After the test drive I put a $500.00 deposit down on a Rav4 Sport and the dealership located one due to be delivered to a partnering dealership in Pennsylvania with the promise of having a driver pick it up and deliver it to Toyota of Warren. In addition to the standard Sport equipped features, I requested two additional dealer installed accessories which were to be installed prior to picking up the vehicle. I requested a Remote Engine Starter and an iPod Connection Interface.
I received a call from my salesman on the following Saturday, March 6th, informing me that my Rav4 had arrived at Toyota of Warren, and that I could come pick it up. He also informed me that upon the vehicle's arrival there was a slice in the vinyl of the spare tire cover, which he believed was caused by a razor blade knife when the protective plastic wrapping was removed at the dealership. I was told that a replacement spare tire cover was ordered, and that they would install the replacement cover as soon at it arrived at the dealership at a future date.
I arrived at Toyota of Warren and was greeted by my salesman and taken to look over the Rav4. Other than the cut in the spare tire cover, the vehicle appeared to be in acceptable shape. Although the dealership's first explanation for the damaged tire cover was that it was cut with a knife, upon a second look it was the dealership's opinion that the damage was caused by “falling ice”. I also discovered that the two additional accessories were not installed nor were they even ordered to be installed—a full week later. Considering the state of Ohio requires a front license plate, a front plate bracket was required, but also was failed to be installed. I was informed that my vehicle had arrived at the dealership late the night before, and they had not had a chance to install the accessories or plate bracket and that I would be required to bring the vehicle back to the dealership at a later date for those items to be installed.
After meeting with the new car sales manager and signing all the Toyota Financial paper work, I sat behind the wheel of my Rav4 for the first time. I pulled into traffic and drove a total of three miles before I attempted to turn the radio system on. To my surprise the radio failed to power on. I contacted the dealership and was asked to return. Two salesmen and the sales manager fumbled around with fuses and under the dash in an attempt to remedy the issue. It was determined that the problem would not be able to be repaired without visiting the service department which was closed on Saturday. I was told to take the vehicle for the weekend and that it would be picked up at my place of employment on the following Monday and that the dealership would issue me a loaner car for the time it took to make the necessary repairs. While the dealership had possession of my Rav4, they would also replace the damaged spare tire cover, install the front plate bracket, and install the two accessories that they failed to install prior to pick up.
On the following Monday, March 8th, my salesman picked up my Rav4 with the news that one of the accessories—the iPod Connection Interface, could not be installed in the vehicle due to the XM Satellite Radio stereo unit. I was assured that the rest of the work would be completed in a timely manner, and that my Rav4 would be returned as soon as possible. Considering the iPod Interface could not be installed I requested a refund of the $299.00 listed MSRP for the accessory. My salesman informed me that he was unsure how the refund would be processed, but he would enquire about it as soon as he arrived back to the dealership. I later received a phone call explaining that I would not receive a full refund for the iPod Interface due to the sales manager's claim that it was “worked into the deal” and that I would only receive a refund check for the dealer cost of $105.00. I argued the point that when the deal was made the price of the additional accessories were taken directly from the MSRP price sheet available on the Toyota website, with the iPod Interface listed at $299.00 and the Remote Engine Starter listed at $529.00. It is my belief that I should be refunded the entire $299.00 considering those were the numbers that were used when those accessories were “worked into the deal”. In addition to these charges, I was also charged $500.00 for a “First Place Finish” coating without my knowledge. I was also informed during the phone conversation that the original radio unit was malfunctioning and that the dealership had ordered a replacement.
While the Toyota of Warren service department had possession of my vehicle I received a call from a women working for Toyota Motors who requested feedback on the dealership's performance. Regrettably, I gave positive feedback due to the fact that the dealership still had possession of my Rav4 and that every time I had any contact with the salesman I was informed and reminded repeatedly that I would be asked to complete a survey which that if I failed to give positive feedback on would effect his sales commission. I did not want the sales staff nor the dealership service department to harbor any grudge due to my feedback and in turn perform shoddy service on my vehicle—which I discovered later would happen anyway...
On march 11th, my salesman delivered my Rav4 to my place of employment and retrieved the dealership's loaner car. I was given a refund check for $105.00 and a quick demonstration on how the newly installed Remote Engine Starter functioned. After the work day concluded I got my first chance to look over the vehicle. The spare tire cover was not replaced as the dealership agreed to do, but instead was repaired with an obvious patch with the cut still visible upon inspection. The interior of the vehicle was left unclean with dirt, black electrical tape, and wire tie trimmings in both the driver and passenger sides. The underside of the dashboard was scratched and the two-piece plastic steering column cover was damaged so that a large gap was visible on the seam where the two pieces are joined together. I was told by my salesman that the Toyota of Warren's service department was very professional and award winning, so I was shocked to see the vehicle delivered in the state in which it was.
On Saturday, March 13th I returned to the dealership to express my frustrations with them. After requesting to speak with the owner of the dealership, I was lead back to my salesman's office. I confronted my salesman about the obvious repair made to the spare tire cover. I was told by him previously that Toyota of Warren went to a partnering Toyota dealership located in Boardman Ohio and obtained a new replacement cover and installed it. When I raised that question with my salesman, his story changed to: “I just assumed that's what the service department did...” It was always understood that Toyota of Warren was going to REPLACE the spare tire cover—not repair it. In my opinion Toyota of Warren was being untruthful in an attempt to pass a repaired tire cover as a replacement.
After I expressed my concerns with my salesman, I was asked to show the sales manager my issues with the Rav4. After I explained the spare tire cover situation to the sales manager, he informed me that it was never his intent to replace the cover, and that it was always his understanding that the dealership was only going to repair it. He explained that Toyota would not cover the dealership's cost for the damaged tire cover, and that it was standard protocol to repair it—which was a blatant lie. I was told from the day I pick up the Rav4 that the tire cover would be REPLACED. After I expressed that in my opinion I was being mislead and lied to, the sales manager expressed that in his opinion I was simply “reaching for something to complain about.” This comment infuriated me—frankly if I was “reaching for something to complain about.” I would not have to reach too far...
1. Cut in Spare Tire Cover upon pick up.
2. Remote Engine Starter and iPod Interface not installed upon pick up.
3. State required front License Plate bracket not installed upon pick up.
4. Non-functioning Radio unit upon pick up.
5. Informed after accessories were purchased that Ipod Interface could not be installed.
6. Only refunded dealer cost for Ipod interface when I paid MSRP list price.
7. $500.00 charge for “First Place Finish” coating without prior knowledge.
8. Unclean vehicle interior/tape and wire tie trimmings after service.
9. Scratches on dashboard.
10. Damaged steering column cover.
11. Dishonest Sales Staff.
12. Poor Customer Service.
After a meeting among my salesman, the sales manager, and the service manager they agreed that the dealership would cover the cost of a new spare tire cover (which they agreed to do in the first place) and the cost of repairing the damaged plastic steering column cover. They informed me that the replacement parts would be ordered as soon as possible and that the dealership would contact me to set up an appointment to have them installed. An entire week went by without any status updates from the dealership. My father called Toyota of Warren on my behalf the following Monday and left a voicemail message for my salesman asking about the status of the replacement parts. On the same day that my father called the dealership, I received a form letter in the mail from my salesman reminding me once again about the survey about my purchasing experience.
On Wednesday my salesman finally returned the phone call and left a voicemail message stating that the dealership had received the parts necessary to repair the steering column, but were still trying to obtain a spare tire cover which they expected to have in a couple days. I called my salesman on Friday to check the status of the tire cover and to set up the service appointment, and left a message on his voicemail. I received no response.
On Saturday, March 3rd, another week went by with no response from my salesman or anyone from Toyota of Warren—which made three weeks. The following Monday I called my Salesman two more times with no response and then finally the dealership's assistant manager; who informed me that my salesman was no longer with the dealership. The assistant manager assured me that he would check on the situation and return my phone call on Tuesday—He failed to do so. I made another call to the dealership and talked with the sales manager who claimed that the parts department was having a difficult time locating a new spare tire cover and that spare tire covers in Magnetic Gray were backordered. His explanation for the dealership not returning my phone calls was due to the fact that considering the dealership did not have the necessary replacement parts, there was no need to call. A total of four people at Toyota of Warren knew about the situation, and could not be bothered to return a phone call or update the status of the replacement parts—I consider that to be poor customer service. I ended the conversation with the sales manager by asking the name of the owner of the dealership.
Wednesday, I contacted another local Toyota dealership's parts department and enquired about how quickly they could receive a new Magnetic Gray spare tire cover. I was told by Don Joseph Toyota, that they could order and obtain the same tire cover that Toyota of Warren failed to get in nearly a month, in a matter of two days! After learning that it would only take a competing Toyota dealership two days to obtain the elusive Magnetic Gray spare tire cover, I received a call from the sales manager of Toyota of Warren letting me know they came across one and were now ready to set up the service appointment. When the sales manager learned that I knew he could have received the replacement tire cover much sooner, he offered the explanation that he did not want to order outside of his regional supplier. The truth of the matter is that Toyota of Warren could have had a cover within a couple of days but it was not high on their priority list...
On Saturday, April 10th, I returned with my Rav4 to Toyota of Warren for what I am hoping is the last time. The repairs were finally made, and I received the vehicle how I should have received it on March 6th (minus the iPod Connection Interface). Toyota of Warren has made purchasing a new Toyota Rav4 a very stressful undertaking. Although most of the problems were cosmetic blemishes and faulty electronics, the dealership made simple problems much more stressful than they had to be. They were untruthful, unprofessional, and in my opinion a complete embarrassment to the Toyota Motor Company. I feel that they mislead and tried to take advantage of a young person purchasing their first new vehicle. My Toyota purchasing experience has been jaded due to Toyota of Warren's business practices and although I love my Rav4, dealing with the dealership has completely ruined my first car purchasing experience. Despite my years, I am not naïve—I know when I am being treated unfairly.
