Although I researched this dealership on the internet and felt at first I had gotten a fair deal on a used 2 year old Rav 4. I soon learned they were not willing to stand by their product. Seven days after my purchase I emailed Randy Rodgers(sales agent) advising him that there was a strong stale water smell and was worse when I used the fan. Mr Rodgers Emailed me back advising me to spray lysol in the fan under the hood. I did this many times using different fragrances. At the time I thought it was just stale water in the system as the vehicle may have been parked a while. I thought in time it would resolve itself the more I drove it. At the thirty day mark Mr Rodgers Emailed me and asked if all was well I advised him it was however the strong stale water smell had not gone away. Mr Rodgers also advised me he was going on leave. Three days after my last email from Mr Rodgers at about the 33 day mark I was driving in rain for the first time in the Rav and water poured in just under the rear view mirror maybe 10 ounces in one gush I could not contain it as it went all down in the dash and shifter. I got home and emailed Mr Rodgers, advising him of what just happened. Mr Rodgers did not respond back as he was on leave I decided to wait until he got back as at the time I did not expect any problems as I had purchased the BUMPER TO BUMPER warranty and it was a certified vehicle. Mr Rodgers contacted me at the 50 day mark and we set a appointment as advised by Mr Rodgers I would contact him or John Soniford. I contacted Mr Soniford and advised him of the problem. I had arrived at 9:45am for a 10am appointment. While waiting in the waiting room there was a man on his cell phone talking about court cases in a loud manner and at one point told a lewd joke about Mr Assange, he told this joke while sitting next to a young indian woman. We will call this man MR DISGUSTING as he will have a role in this issue At 12:15p I was greeted by Mr Soniford and advised my oil had been changed, I then asked about the water leak, he advised me they had looked at it but did not see anything obvious I then asked whats next to get this resolved he advised me he would get the body manager to talk with me.I told him that would fine as I had all day. Robert the Body manager contacted me in about 15 min. I again advised Robert of the problem Robert advised Mr Soniford to bring my vehicle to have an estimate done to have the seals replaced on the luggage rack.In about 30 min I was advised by Robert and Mr Soniford that it would cost 526 dollars for this repair I told them fine as I had Purchased the BUMPER TO BUMPER warranty and it was a certified Toyota and in good faith I had reported a problem water smell 7 days after purchase and that that I did not intend to spend any money resolving this issue.Robert directed Mr Soniford to call the warranty company to advise of the problem. Mr Soniford then advised me that the BUMPER TO BUMPER warranty did not cover water leaks and damage. At this point you can be assured I have become very direct and concrete. I advised both Robert and Mr Soniford to accompany me to see a manager as I did not want to have to get an attorney to resolve this issue. Mr Soniford advised a manager of my request and both Robert and Mr Soniford went with me to speak with Craig who was all puffed up and his first words to me were so you are going take legal action over this I responded that was correct if he could not resolve the problem. Craig then went on to say do you know how long it would take to go to court, I stated that was not a concern as I had plenty of time.
Again I explained To Craig what the problem was. He at one point even suggested I would pay the normal deductable IF my BUMPER TO BUMPER warranty had covered the damage I dismissed that and again advised Craig I did not intend to pay a penny to Delucca to resolve this issue for all the reasons I have already given. Craig begain waving his arms in a child like manner directing Robert and Mr Soniford to take it apart find out what was wrong. I also asked Craig what a oil change with an appointment usually take, Craig puffed up and looked in another direction and would no longer even look at me. (I would also like to know WHY Craig had MR DISGUSTING standing by listening to my private buisness he seemed to be acting as your agent about this issue). Robert insisted I take a rental as he did not Know how long the repair would take.At about 3:30 Robert called advising me the windshield was the problem and it had been fixed he also stated he tightened the luggage rack,Robert advised me to pick my Rav up at the body shop I picked up the Rav at Around 4p. Robert advised me there was no charge and no charge for the oil change he shook my hand and I thanked him. When I got home I contacted resources for my legal rights and spoke with some about the water damage and how the damage cannot be measured with the water having gone into the electronics in the dash and shifting area.so I write this complaint direct to the public and Delucca in hopes of resolving this issue as soon as possible. I intend to escalate this issue by continued complaints in the public forum until I have satisfaction. I have made my request to Delucca that I expect a replacement for my Rav, I expect them to trade me even for a vehicle clearly and blue book value greater than mine. I would also like to respond back to Mr Hawleys (General manager) response to the above complaint. 1st he basically says THE BUMPER TO BUMPER warranty is abumper to bumper policy it doesnt cover waterleaks OK He also goes on to challege me about me bringing in the Rav almost 60 days after the sale and how Craig really did me a favor. and went on to say he even gave me a free oil change(remember it took over 2 hrs)Mr Hawley goes on to justify Craigs behavior saying in one sentence he asked the other employees what happened and they responded Craig was appropriate. I went on to respond what else do you think employees would say. Then in the next sentence Mr Hawley attempts to justify Craigs defensive, challeging behavior on how I approached him. As for MR DISGUSTING and the issue in the waiting room he responds that they have signs in the waiting room advising customers what their policy was and that was about all they could do. (really) even though I saw at least 5 employees great this man and he appeared to be acting as Craigs agent listening to my personal buisness. On two occassions I have requested Frank Delucca contact me in hopes of resolution. As management will not even acknowledge I have issue.
. I hope the consumer will support me in my complaint by at the very least calling Deluca and ask for an explaination of why they are unwilling to resolve this issue. I believe this is the same behavior that has caused the consumer to not trust big buisness they seem much more concerned about the bottom line than giving the consumer a good product. Management contacts me again telling me I am unreasonable in my request for a replacement vehicle. they did admit 2 1/2 hours was to long for an oil change, go figure. Management goes on to say they do not know who Mr Disgusting is either (Right) even though 5 employees greeted him,knowing him on a first name basis. And lets be exact about where Mr Disgusting was standing while listening in on my conversation ( right outside the open doorway 6ft at most from me, you have no idea who he is?) if they in fact have any integrity ask an objective party about this issue and see what they say. so you would be ok buying a certified vehicle with a warranty. then find out it has a water leak. you dont know how long or how much damage has been done yet in good faith you say fixing the windshield resolves this even with a terrible water stinch and water damage to the electronics that cant be measured, I'm sure you would feel good about the deal. Evolving situation, your words cannot dismiss the facts, this is good buisness?. what buyer beware. you think this is fair. AND yes I call it the bumper to bumper warranty because that is what your people called it. What, you think I would make that up ,I have no reason to lie. I too have served my country and community with integrity and have no problem confronting your silly excuses for your dealerships behavior and lack of ability to do the right thing. And I will continue to hope the consumer supports me. Toyota is a good product and it sells itself, its when something goes wrong is the best way to measure how well management really is. look at the rest of these reviews. of course everything is great when no problems occur. give a review list of how problems have been handled that will give a better overall picture of managements ability to resolve customer complaints.And for managements response that my request for a replacement vehicle is unreasonable, I would say you are foolish not to do the right thing. You guys get any training at all or do you make it up as you go. check your dealer fees also. I see Toyota made the top 14 hated companys in america go figure.