Reason for Visit: Sales (New)
I recommend this dealer: Yes
My Review of East Coast Toyota:
Followup to my previous review on Purchasing experience that went sour.. this is regarding the refund of my downpayment for the new car that they refused to sell to me.
I had placed a total 5000$ downpayment on the RAV4 in their suggested "good faith" that Im serious about purchasing before continued negotiation on the price. (BAD IDEA!!) This isn't just $200 that most people would put down.. this is FIVE THOUSAND$, Im SERIOUS about buying that day. SO i gave them $2000 in Money Order (VERY BAD IDEA- ALways in Credit Card!!) and $3000 in Credit Card since they refused to accept more than that via CC. But they still insisted on $1100 ABOVE invoice (quite outrageous btw, an avg deal is about 500$ above invoice), with a nondocumented promise of $100 referal refund at signing. After unsuccessfully trying to forcefeed me added charges by lieing that they're neccessary, they refused to sell me the car because I refused the extra charges. So I ask for my $5000 back. They refused that also. They said refunds are only processed on Fridays (It was Monday). I asked about my 2000$ Money Order.. and they said "it's already in the safe, we'll issue a check refund on Friday".
Fine, I left, very upset they wasted 6 hrs of my time.
Come the FIRST Friday, I called EastCoast to make sure my refund will be processed. They tell me I have to Drive back into the dealership for a magnetic card swipe for the refund (they didnt mention this Monday), and the $2000 check will go in the mail that day. I'm outraged, they want me to rent a car to drive across state lines paying 20$ tolls each way for a refund they owe me. I call my CC company and my CC confirms that a Magnetic swipe is NOT necessary for this refund, all they have to do is refund it from their system. EastCoast is LYING about physical CreditCard Presence. I filed for CC Chargeback of $3000 and CreditCardCompany says they will refrain from a forced chargeback until 30days after the initial charge, they will give the merchant 30days to refund themselves. I wait until the following wednesday and still NO CHECK in the mail. From NJ to NY, if they dropped the mail on Friday, I should have it by Saturday, LATEST would be Monday.
**when i had called eastcoast, the CSR transfer me to Orlando, the Sales Manager that i dealt with that day. My fiance actually spoke to him since the car was to be under her name and he went off on a rant trashtalking about me of how obnoxious and unreasonable, and difficult I was in negotiating the price. Professional? I think not, it was hard to keep him on topic about the refund.
Come 2nd Friday, I called EASTCOAST again for my refund. Again, we were forced to speak to Orlando, which we really didnt want to since in every instance of interaction w/ him, he seems to have no interest in cooperating. He again, reaffirms that we MUST come to locatin for the CreditCard refund, and he'll followup on the Check refund and call us back and send us a fax confirmation. He never did. Next week rolls around.. NO CHECK IN THE MAIL.
30Days later, we have not received our $3000 CreditCard Refund willingly by EastCoast, so ChaseBank pulls the funds back forcefully. EastCoast can still appeal the chargeback and recharge us again requiring us to re-appeal, but fortunately, they didnt.. but i don't see why they would since all the paperwork we initially sent in was pretty open&shut clear what happened.
50+days later, we still have NO CHECK REFUND for $2000 from eastcoast. I filed reports with the BBB.org, FTC, Attorney Generals of NY and NJ, and filed a complaint with Toyota Headquarters, and researching Small Claims Court against EastCoast. Unfortunately Toyota HQ can only note the complaint and alert the dealership, but cannot authoritively instruct them to refund. ToyotaHQ instructs me to contact EastCoast again and ask to speak specifically to the CustomerRelationsSpecialist. So i called eastcoast and ask for CustomerRelationsSpecialist and was transfered accordingly.
Spoke with Mark Catalano on a Monday, he said he'd research the matter and return my call the next day. NextDay Tuesday, Mark calls us back and says he will issue a check refund for $2000 that same day, if i could come in for pickup. I said no to pickup so he agreed to mail it. I asked for a fax confirmation and he said OK. I never recvd the Fax confirmation. Wednesday =NO CHECK. Thursday =NO CHECK. Friday ("refund day") and it's his day off, I leave a msg. Friday Night, I find my $2000 check from EastCoast, FINALLY. The check was printed on Tuesday, and obviously mailed BEFORE Friday if It's in my mailbox by Friday.
REFUNDS ARE ONLY PROCESSED ON FRIDAYS? I call BULLS8lT!!
Now if Customer Service didnt INSIST on having us speak with Orlando & Rolando, this wouldve been resolved a LONG time ago. Thank You Mark Catalano, but no thank you East Coast Toyota. I will never buy from them ever unless they can beat my best offer by 300$ OTD with no bs from the salesman nor the F&I, and Im not putting more than $100 downpayment.
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