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Toyota of San Bernardino - Promises Promises
Complaint
Review by idtrademark on 2012-09-17
Rating: 
SAN BERNARDINO, CALIFORNIA -- I originally set out to purchase a Camry V6 in April 2012, but soon discovered it was very difficult to find. I finally found one at Toyota of San Bernardino and we began the negotiation. I had $15K in cash and we haggled over $500.00. Therefore I did not purchase the Camry. Instead my sales person, Dan Harris whom was very pleasant to deal with, sold me an Avalon.
From day one, I hated the car. On day two I tried to return it and I was told I could not return it because I signed a buyer remorse clause. I wasn’t aware that I had signed the clause because it was not explained to me during the signing of multiple documents. I’m sure if an audit of Toyota of San Bernardino’s loan documents were reviewed, it would show that the majority of the purchasers signed the buyer’s remorse clause without it being explained to them.
Nevertheless, the manager tried to help alleviate the situation by promising me better terms on the loan and provided me with an extended warranty. This would’ve been acceptable if he delivered on his promises. I received the additional warranty but no break on the terms.
I brought my car in for maintenance twice and both times were a disaster. The first time was in July and I was promised a loaner car and when I got to the dealership at 7:30am there weren’t any cars available. Therefore I had to wait until 9:00am when the rental car company opened to get a rental car. The rental company was supposed to open at 9:00am but their personnel did not open on time. I finally drove off with a rental car at 9:30am causing me to be extremely late for work.
The second visit to the dealership, I made my appointment and specifically stated I needed the shuttle services. I was told the shuttle services starts at 7:45am and my appointment was at 7:30am. When I arrived that morning, while I was waiting for my service paperwork to be written up, the shuttle van drove off at 7:37am. Therefore I had to wait an hour and a half before the shuttle van returned. Needless to say I was extremely unhappy because of the long wait.
After I picked up my car, I discovered one of the repairs was incomplete. I called my service representative, Gilbert and explained to him that my windshield wasn’t sealed properly. He advised me to return on Saturday between 12:00pm & 1:00pm. I arrived on that Saturday at 12:10pm and Gilbert told me the windshield repair guy had already left. He had arrived early so he left. Gilbert told me the guy would return in twenty minutes. While I was waiting I spoke with the cashier and requested a manager. The cashier called the manager, Steve and he was told busy to help me so he told the cashier to contact Matt. I ask if Matt was a manager and the cashier told me no. I decided I didn’t want to waste my time speaking with non-management.
I waited in the waiting room for about thirty minutes and the windshield guys never showed-up.
I went into the office to speak with Gilbert but he was helping another customer. Another representative asked if he could help and I told him I was tired of waiting and I was going to leave. I drove off without my windshield being fixed and no one bothers to contact me. I’m not sure if they even realized I was gone. My vehicle was left with the keys in the car and anyone could have driven off with the vehicle because no one stopped me to question if the vehicle was even mine. As it stands now, I am riding around town with blue painter’s tape taped to my windshield because the repair was incomplete.
Since purchasing the Avalon I’ve had to have four tires replaced, the gas lock replaced, adjustments to the throttle, an oil change and the seal to the windshield re-sealed. I’m sorry but how was this car certified? I am disappointed with the performance of the Avalon. This car represents one of the top of the line products of Toyota, yet the Bluetooth sound only comes out of one speaker. I’ve complained twice that when I’m on a call the receiver can barely hear me and I find myself screaming into the speaker. Also the sound system in the car is not up to the caliber I desire. I drove a Nissan Maxima and the sound system in that car was superb. I cannot understand why one of the top of the line vehicle of Toyota was designed this way.
I am truly disappointed in the way I’ve been treated by Toyota of San Bernardino. It seems they are more concerned with sales than customer service. Why would I need to bring my vehicle in twice within four months after purchasing with so many problems? What happens to getting the job done once correctly? The windshield issue is truly an inconvenience to me and no one seems to care. I would never recommend anyone to purchase a car from Toyota of San Bernardino. They don’t deliver on their promises nor do they do quality work in service.
From day one, I hated the car. On day two I tried to return it and I was told I could not return it because I signed a buyer remorse clause. I wasn’t aware that I had signed the clause because it was not explained to me during the signing of multiple documents. I’m sure if an audit of Toyota of San Bernardino’s loan documents were reviewed, it would show that the majority of the purchasers signed the buyer’s remorse clause without it being explained to them.
Nevertheless, the manager tried to help alleviate the situation by promising me better terms on the loan and provided me with an extended warranty. This would’ve been acceptable if he delivered on his promises. I received the additional warranty but no break on the terms.
I brought my car in for maintenance twice and both times were a disaster. The first time was in July and I was promised a loaner car and when I got to the dealership at 7:30am there weren’t any cars available. Therefore I had to wait until 9:00am when the rental car company opened to get a rental car. The rental company was supposed to open at 9:00am but their personnel did not open on time. I finally drove off with a rental car at 9:30am causing me to be extremely late for work.
The second visit to the dealership, I made my appointment and specifically stated I needed the shuttle services. I was told the shuttle services starts at 7:45am and my appointment was at 7:30am. When I arrived that morning, while I was waiting for my service paperwork to be written up, the shuttle van drove off at 7:37am. Therefore I had to wait an hour and a half before the shuttle van returned. Needless to say I was extremely unhappy because of the long wait.
After I picked up my car, I discovered one of the repairs was incomplete. I called my service representative, Gilbert and explained to him that my windshield wasn’t sealed properly. He advised me to return on Saturday between 12:00pm & 1:00pm. I arrived on that Saturday at 12:10pm and Gilbert told me the windshield repair guy had already left. He had arrived early so he left. Gilbert told me the guy would return in twenty minutes. While I was waiting I spoke with the cashier and requested a manager. The cashier called the manager, Steve and he was told busy to help me so he told the cashier to contact Matt. I ask if Matt was a manager and the cashier told me no. I decided I didn’t want to waste my time speaking with non-management.
I waited in the waiting room for about thirty minutes and the windshield guys never showed-up.
I went into the office to speak with Gilbert but he was helping another customer. Another representative asked if he could help and I told him I was tired of waiting and I was going to leave. I drove off without my windshield being fixed and no one bothers to contact me. I’m not sure if they even realized I was gone. My vehicle was left with the keys in the car and anyone could have driven off with the vehicle because no one stopped me to question if the vehicle was even mine. As it stands now, I am riding around town with blue painter’s tape taped to my windshield because the repair was incomplete.
Since purchasing the Avalon I’ve had to have four tires replaced, the gas lock replaced, adjustments to the throttle, an oil change and the seal to the windshield re-sealed. I’m sorry but how was this car certified? I am disappointed with the performance of the Avalon. This car represents one of the top of the line products of Toyota, yet the Bluetooth sound only comes out of one speaker. I’ve complained twice that when I’m on a call the receiver can barely hear me and I find myself screaming into the speaker. Also the sound system in the car is not up to the caliber I desire. I drove a Nissan Maxima and the sound system in that car was superb. I cannot understand why one of the top of the line vehicle of Toyota was designed this way.
I am truly disappointed in the way I’ve been treated by Toyota of San Bernardino. It seems they are more concerned with sales than customer service. Why would I need to bring my vehicle in twice within four months after purchasing with so many problems? What happens to getting the job done once correctly? The windshield issue is truly an inconvenience to me and no one seems to care. I would never recommend anyone to purchase a car from Toyota of San Bernardino. They don’t deliver on their promises nor do they do quality work in service.
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