I purchased a Certified Pre Owned 2013 Toyota 4Runner from the Hartford Toyota Superstore on Monday January 26th 2015. The vehicle was sold to me with tinted windows, and the limited options package. Luis Martinez was the sales associate I dealt with and he went out of his way to show me all the features and that it already came with tinted windows while other 4runners did not. Upon receiving the registration in the mail I quickly went to a State Vehicle Inspection location to get the vehicle inspected. The vehicle failed the inspection and now has a reject sticker on the windshield. The 4runner failed the “WINDOW TINT CHECK”. The window tint is too dark, as stated on my VEHICLE INSPECTION REPORT. I called the dealership to notify them of this issue, and I was put in touch with Theresa Cassanta, the Customer Relations Manager. I told her about my situation and that I would like to get the illegal window tint replaced with a window tint that met the state specifications. Theresa told me that she would only remove the tint and not install new tint. I tried to explain to her that I purchased this vehicle with window tint, and that I would like to have the same windows tinted except within the legal limit, since that was what I was sold.. She insisted that I only had the one option she offered, and that it was up to me what I wanted to do next.
I bought a vehicle with options and accessories that were illegal, unbeknownst to me. The window tint was used as an additional feature to get me to buy the vehicle. What I thought I was getting was a nice feature, turned out to be a bait and switch tactic. I paid for tinted windows when I bought the vehicle, and now Theresa and the Hartford Toyota Superstore are going to remove it and not replace it. I feel I am being robbed of something I paid for. The dealership sold me a vehicle with illegal equipment and won’t make right by installing the legal version of said equipment.
I spent days calling trying to get a solution, what I got was an email telling me one option, removal and not a replaced. This whole process has been nothing but stress, and stress me and my pregnant wife could live without. We just want what we paid for. We will be making note of this issue on the dealer survey review.
Update: After this review was posted I received a response from the Hartford Toyota Superstore. I posted the review on 2/4/15 at 8pm, I received a call from Theresa at 9:30am on 2/5/15, the dealership opens at 9am She called to "apologize from the bottom of her heart about the way she treated me yesterday, and that the she would pay to remove and replace the illegal window tint". She stated she "misunderstood what I was looking for", and that she "is new here". That goes against her original statements on 2/4/15 where she explained to me "she was the manager, and that she was in charge" after I asked her repeatedly if there was anyone else I could speak with. After she called to apologize I emailed her to send me an email about what we discussed over the phone, and what her proposal was about the tint replacement. She never sent me that email.
That same day, 2/5/15, Luis called me around 10:30am to find out what was going on. I explained the situation, and he said he would take care of it. He called me back a few hours later with an appointment at a tint shop local to me (for convenience) to have the illegal tint removed, and replaced at no cost to me. He confirmed if the day and time would work with my schedule. The tint was replaced on 2/7/15, and the car was reinspected on 2/10/15 and passed inspection with the legal tint.
I updated this review to be fair with Luis, he helped me out and did his best to make things right when his management / company failed to do so. I appreciate that kind of service. Unfortunately I still cannot recommend this dealership to anyone looking to buy a car there. The sales staff is good, but management is probably the worst group of individuals I have had the pleasure to work with, pushy, rude, unprofessional, and incompetent.
It's unfortunate that I only got this issue taken care of because of this review, otherwise I would have been blown off and left to deal with the issue myself, and eat the cost of getting the car legally on the road. I am glad and thankful for sites like this. Thank you DealerRater!
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