Lustine Toyota Dealership - Beware, Lustine's Finance Department Are Liars and Massive Crooks!!!
WOODBRIDGE, VIRGINIA -- 1. Per enclosure 1, on 12 Aug 2012 I purchased a 2012 Toyota Sienna from Lustine Toyota, Woodbridge, VA 22191. I spent approximately eight (8) hours negotiating a price from $38,000.00 down to $36,000.00. Approximately 45 minutes after negotiating, a male representative from the Lustine finance Department came out and my family and I accompanied him into his office. He started by requesting my credit report from one of the three credit agencies. After learning of my credit approval, he began working enclosure 1. At the completion, he quoted me a monthly payment of more than $800.00. I immediately got up to leave telling him no, that was why too much for this vehicle. He said wait, asking what I would be willing to pay. My reply was, I can afford $450.00 to 550.00 per month. Not realizing that I was charged the asking $38,000.00 for the vehicle at the time, the finance guy asked that I wait as he exited the office. He returned about 15 - 20 minutes later and began adding numbers into his computer. This time he came out with approximately $700.00 per month which I again, said no. He exited his office again and returned shortly thereafter, telling me he was waiting on a phone call for approval. He again started in-putting numbers into his system. During that time, the phone rang as he answered it and held a conversation simultaneously working on my contract as I could see the computer screen. Finally, the finance guy revealed that they could get my monthly payment down to $629.00 per month at 4.24%. The finance guy printed out the contract and I began to review it. It was in-fact $629.58 but something did not seem right about the numbers within contract. As I sat discussing this with my wife and reviewing the contract, the finance guy interrupted on every question that was asked by to me by my wife. Then I notice, the Credit Life and Credit Disability on the contract. I told the finance guy that I did not was this insurance. He then replied, "I cannot get you financed without it". He then carried on with other explanation as I continued to review the contract. At this point my full attention was on this insurance as the finance guy continued to talk. As I continue to read the details of the insurance, I noticed that it was optional, therefore it could be cancelled. So I decided to trust the financier and get the loan financed, then cancel the insurance within 30 days. I signed the contract and asked if I could pick the vehicle up the next day because it was late and my wife's drivers license had expired while we were stationed overseas. Although informed of this situation, he said no, I had to take delivery that day, so my wife drove the vehicle home.
2. Per enclosure 2, on 6 Sept 2012; my wife and I returned to Lustine Toyota after extensive research into the Credit Life/Disability insurance and tactics used by dealership and banks to force this insurance on consumers. I believe this was the case with my recent purchase. I meant with the same representative from Lutine's financed department. I informed the him that I wanted to cancel the extended warranty and the Credit Life/Disability insurance. Additionally, I told the him that he was wrong in telling me that he could not get the vehicle financed if I did not get the Credit Life/Disability insurance. Clearly agitated he stated, "I did not say I could not get the vehicle financed; I said, I could not get you the 4.24% interest rate if you did not get the insurance". (After speaking with my attorney, this is also illegal) The finance representative further went on to say, "you can cancel the insurance, but we cannot redo the contract; all this will do is decrease the number of payments". (This is also a lie, he was concern about the reduction in his commission) I thought it was rather strange because I know he was lying to me. I then mentioned that I would hate to get an attorney involved in this matter which further agitated him. He replied, "we have attorneys too, and this company is too big to play with you over $50,000.00 (what a child?). At this point, I was starting to get upset so I told the financier to get it done so I could be on my way. I had driven my other vehicle (not the Sienna) to the dealership, so he told me I had to go get the Toyota Sienna so he could get the mileage, which I did. Upon my return, enclosure 2 (Cancellation of Credit Life and Disability Insurance) was completed and my wife and I departed.
3. I then contacted bank who financed the loan to get information. The representative informed me that the loan was in my wife name as the primary and my interest rate was 3.99%. This immediately raised a red flag because I remembered the financier changing his claim stating, "I did not say I could not get the vehicle financed; I said I could not get you the 4.24% interest rate if you did not get the insurance". I explained what was going on to the representative at the Credit Union, who then informed me that obtaining Credit Life/Disability insurance has no bearing on their decision to grant loans. I then waited and continued to track the status of the cancellation through the Credit union since enclosure 2 lacked point of contact information.
4. Approximately two weeks later, I received enclosure 3 from TRANSAMERICA Life Insurance Company advising me of Declination of certificate because it exceeded the maximum coverage stated in my certificate. At the point, I thought my request for cancellation was a mute point because I was denied coverage anyway. So I waited the six weeks as stated in the letter before pursuing the matter. However, once the six weeks elapsed I contact the Credit union to see if they received the payment from Lustine Toyota. They had in-fact received the warranty cancellation reimbursement, but had not received reimbursement for the Credit Life/Disability cancellation. On 3 Dec 2012, I finally made contacted with Lustine Toyota after several attempts starting in November 2012. I spoke with a a different person in the finance department and explained my concerns. She called me back shortly after informing me that the check was sent to the wrong company. She stated, the check would have to be cancelled and sent to the correct credit union, causing further delay due Lustine Toyota's incompetence. I found this to be odd because the letter received from TRANSAMERICA states, "For reimbursement of your premium, a check in the amount of $3,138.32 has been mailed to Lustine Toyota." I did not question her claim, I decided to trust that it was an honest mistake, so I waited. As of 9 Jan 2013, after speaking with a representative from the Credit Union, the bank has not received the check in the amount of $3,138.32. I have since called Lustine Toyota and left numerous messages however, they will not return my calls. I have also called customer services and when transferred, I get an answering machine in which, I again leave a message but my calls continued to go un-answered.
Additionally, I feel I have a moral responsibility to inform the Government and State of Virginia (Insurance Commissioner) of possible fraud to its good citizens, especially during our hard economy times. Any assistance in this matter will certainly be appreciated.
As you see, the above is a modified letter that I sent to the State of Virginia Commissioner. My overall assessment of Lustine Toyota is, the individuals I dealt with show their incompetence and I will never deal with this dealership again. I gave them 1 star because I couldn't go any lower, but a 0 would have been appropriate. (I'm not even upset, it's over)
As for the Insurance Commissioner, I appreciate them looking into the case, but they were very little to no help. Bottom line, don't waist your time seek assistance from an attorney while its fresh because it's time everyone start exposing and weeding out these terrible dealers, to keep other folks from getting caught up into this type of madness.