Elk Grove Toyota

Elk Grove Toyota responded

Hello, Thank you for taking the time to review our dealership. I am happy to hear you received a no hassle experience with Jeremy and Nai. We look forward to welcoming you back soon. Sincerely, Jeannette Blair Customer Relations Manager

Elk Grove Toyota responded

Hello, Thank you for your review. I am thrilled to hear about your time with Nick. We look forward to seeing you again soon. Sincerely, Jeannette Blair Customer Relations Manager

Pindersidh responded

Hi nick ur best

Elk Grove Toyota responded

Hello Victoria, Thank you for your review on Bill. We are happy to hear he got you what you needed. Bill is absolutely an asset to our team. Come see us again soon. Sincerely, Jeannette Blair Customer Relations Manager

Elk Grove Toyota responded

Thank you for your kind words and your business! We appreciate it!

Elk Grove Toyota responded

We are happy to hear this! Thank you for taking the time to tell us about your experience!

Elk Grove Toyota responded

Mr. Z, My name is Karen Rowe and I am the Finance Director and Compliance Officer here at Elk Grove Toyota. First, we are truly sorry that you are not happy with the dealership and that your time with us was not to your satisfaction. We sincerely try to have policies and procedures that are in the best interest of our customers, our employees and our dealership. I would like to take this time to give an explanation of our policies and procedures and how we believe they are in the consumers best interest. With Covid we follow protocols set by the California New Car Dealers Association along with OSHA. Employees are to use a mask and sit in the back seat on test drives with customers sitting in the front seats with masks. At our dealership sales people go in the vehicle with our customers on test drives. Your sales person is new and made a mistake not going on the test drive when your wife drove the vehicle at her request because she did not want to wear a mask. Using a car to follow was an attempt to give you the freedom of test driving without the sales person in the vehicle but is not our normal procedure. It is our policy to not allow any customer to take a test drive without a salesperson. The dealership policy regarding credit inquiries are in place to protect consumers from having their identity compromised or stolen in addition to protecting the dealership from fraud or theft accruing. Our dealership takes this responsibility very seriously and although I am aware other dealerships may not follow the same procedures or are not as strict with their guidelines this does not mean they are actually doing what is right for the consumer with regards to protecting against identity theft and consumer fraud. Dealerships today are regulated and under similar requirements as lenders with regards to lending money for a vehicle purchase. We are considered the first lender on a vehicle sale. When a consumer purchases a vehicle paying with cash or a cashier’s check, (not a personal check or a lien holder check) we do not need to run a credit check because we are not doing a contract requiring multiple payment terms. In this case the contract generated has a 1 payment term. At this point we are obligated to do an OFAC search. We are required to do this on ALL customers purchasing a vehicle. If the individual is on the OFAC report we are not able to move forward with the transaction and are to notify the Federal Government that there was a match and turn over any information we may have on the individual. If they are not on the list we move forward with the transaction. When a consumer is paying by personal check, bank or credit union checks generated from a loan or if a customer is wishing time to shop for financing or even when the dealership is securing the financing through any lender contracts with terms are generated (example 60 months at 2.75%). Until the contract is placed with a lender including a credit union through the CUDL system, or until funds have cleared from a personal check or a bank/credit union loan check the dealership is the temporary lender. In any of these cases we will use the number one tool we have to protect the customers and dealership from fraud by pulling a credit report because we are extending credit at time of delivery the vehicle. A credit report will tell us if there is a credit freeze, fraud alert in addition to red flags that can indicate a consumers credit and identity have been compromised. This report is the first defense we have to STOP identity theft for consumers and our dealership. If we see a credit freeze, fraud alert or there are red flags we are obligated to stop the transaction and it is our primary duty to not continue forward until all alerts have been cleared so we can stop the identity theft to continue with a sales transaction. Any credit union through CUDL or dealer lender is required to do the same and just like us cannot use the others credit reports. In consideration of the dealership delivering a vehicle to any customer we will always follow policies and procedures that are in place to ensure the consumers protection they deserve and to protect the dealership against fraud or theft. These procedures are followed by all of our Sales Managers. No sales manager in our dealership can make changes to these lending policies. All of our consumers are presented with these policies and procedures during their car purchase. The credit union employee was not accurate telling you we did not need to run credit. Our representatives with Potelco through the CUDL system understand these policies and procedures and I am happy to ask them give you a call to verify we are within our rights to follow the described procedures and I am sure they would also state the employee in the branch should not have advised you anything about our policies and procedures. Sincerely, Karen Rowe Finance Director

MrZ responded

Update/response to Karen: the continued use of jargon tells me that even you don’t believe your own reasoning. You continued to hide behind fraud and protecting the “customer” when what you meant to say was “we think every customer is a thief so we try to protect our business” let’s not bullsh#% around some consumer protection nonsense. What you have accomplished to communicate so far is that every customer walking in is guilty of committing Identity theft / fraud until proven innocent by your “policy” /credit check. You failed to address how you address identity theft if someone is using a stolen check? And how do you know a cashier check is not counterfeit ? How do you know the DLs are not fake? The paperwork on trade ins are not fake and what If the trade in was stolen and then brought in with fake documents? Also, you failed to address the unprofessional behavior by your sales “Manager” or is that a normal business practice that’s why you completely dismissed that part? Your staff wanted to get in the FRONT seat of the car when we tried to test drive the car which is what made us uncomfortable and the fact that they felt it was necessary to follow a customer around? After they took copies of our IDs, so basically you have summed up your response by saying anyone that walks in must be a thief until they prove to us otherwise and Even if they’re approved for a loan which YOU can verify through cudl you want to put your name as a first lien holder until you’re paid so in all reality this is about YOU wanting to make sure YOU are protected and has nothing to do with watching out for the victims of fraud, YOU want to make sure you’re paid and no one steals YOUR car. How is it a customers fault that you have a bunch of 18 year olds, that can barely form a sentence who had to run back and forth for every question, helping customers? Shouldn’t YOU take ownership of YOUR mistakes? Also, the RED FLAG laws that your manager kept indicating are meant to be a process and procedure for when the information provided by a customer does NOT add up/is suspicious, I read all 27 requirements, so that must mean that your “manager” didn’t really believe anything we said and that it goes back to my original point that you must believe that everyone walking in is a thief until proven innocent by YOU.

Elk Grove Toyota responded

Hello, Congratulations on your new 2021 RAV4. I am happy to hear that Brian was helpful and straightforward. We look forward to welcoming you back soon. Sincerely, Jeannette Blair Customer Relations Manager

Elk Grove Toyota responded

Hello, Thank you for your review about Travis and your experience at our dealership. We really do appreciate your business and for referring us to your friends and family. We are here any time you need us. Sincerely, Jeannette Blair Customer Relations Manager

aliceol.fong responded

You welcome hope to do more business with you in the future..

Elk Grove Toyota responded

Hello, Congratulations on your 2021 Tundra. I am glad Baljinder and Samir were helpful and made sure you were able to take your new Tundra home that night. We look forward to serving you for many years to come. Sincerely, Jeannette Blair Customer Relations Manager

Elk Grove Toyota responded

Hello, I am thrilled to hear that you enjoyed a no pressure experience during your time with us. Thank you so much for your business and for recommending our dealership. We are here for you anytime. Sincerely, Jeannette Blair Customer Relations Manager