Gettel Toyota Ocala

Gettel Toyota Ocala responded

The information you were provided by Robert Andres and John Sandiford was correct in the aspect that the vehicle is covered under the fidelity warranty for any mechanical failure. However, the water leak does not fall under that category. Also, the dealership was not aware of the water leak, or else it would have been repaired before the vehicle was sold. DeLuca Toyota does a thorough inspection on all vehicles, including a CarFax vehicle history report. Nowhere was there any mention of a windshield leak prior to this incident. With that said, DeLuca Toyota, Craig Spurling in particular, provided the repair to the windshield, a rental to compensate for any inconvenience, and also paid for your oil change, all at no cost to you in a good faith effort to ensure good customer relations. After reviewing this situation with both Robert and John, neither of them felt Craig’s behavior was out of line. Please note DeLuca Toyota took care of all of this after the vehicle being in your possession over 60 days and over 5000 miles. This is certainly beyond any obligation that DeLuca had to repair the vehicle at no charge. In regard to the incident in the waiting room, we cannot control the actions/behavior/words of our customers. If anything happens that is offensive, our customers are more than welcome to see any DeLuca employee who can request the conversation/action be taken elsewhere. Also for some time now, there has been a sign posted in the waiting room requesting people to please take cell phone calls outside. There is nothing else we can do if customers do not adhere to this request. As far as the dealer fees, we do have a dealer fee of $594, not $800, which all customers are made aware of prior to the vehicle purchase. This fee is in line with what is currently being charged in the market. We apologize if you took offense to Mr. Spurling’s actions. I’m sure he was put on the defensive when being threatened with an attorney without given the opportunity to address, investigate, and correct the situation.

the knife responded

Thats not all accurate I emailed the sale agent Randy Rogers in around a week that there was a very strong stale water smell in the car and i suspected it may be in the fan system. Mr Rogers emailed me back advising me to try spraying lysol in the fan system under the hood I did this many times and infact within a couple weeks when Mr Rogers emailed me to ask if all was well I mentioned it again in my return email with no response. 33 days after the sale was the first rain I got to experience the leak first hand Water poured in. I would never have thought you would even attempt to dodge abullet like that. you did me no favors. do you think a judge would side with your point of view. Relizing Mr Rogers was still out on leave, I waited for him to return to resolve this issue. so dont attempt to use the didnt owe me as it was 60 days later. yes I have email records. And for speaking with the other employees feelings about Craigs conduct have no value. I will explain that for you too they work for you times are tuff why would they jeopordize thier jobs for someone they do not know smart men. As for Craigs defensive position I would say he does not belong in sales if thats the best he can do.

the knife responded

so just to make your response clear abumper to bumper warranty means just that except water leaks you dont think thats somewhat deceiving I mean if i go to the store for a gallon of milk guess what i expect yes a gallon of milk simple huh so why dont you call the warranty something else instaed of trying to deceive the public. and in good faith with the facts i have laid out for you you still think you did me a favor and was not obliged to do anything regarding the water leak. I think the consumer would not agree with you. i you deny any responsibility for the vulger man that seemed to be acting as your agent listening in on our conversation and if he was just to nosey for his own buisness you dont think you have any responsibility here either I again think the public would disagree 800 for dealer fee oh yeh fair I think the consumer should consider this as i have been advised it is not so fair. and although in one sentence you deny Craig acted appropriate and give witness names to confirm this in the next sentence you state Craig would not have been so defensive if it were not for my behavior are you in fact alluding to maybe Craig didnt act as he should have please respond if i got something wrong as i want to give you a chance before i summarize my complaint.. and for the record noone has attempted a simple apology can you believe it I would be looking at the long term affect of continued challenging my complaints with shallow excuses. I have and I am looking forward to the two week period you have for resolving this issue be over. as i have my email list ready to circulate my experience with Delucca Toyota. I hope the consumer agrees with me and my opinions. My goal for not tens of consumers to avoid your buisness but thousands I hope they feel my dissatisfaction and agree satisfaction should have been given to me. Every time I get in the Rav4 and smell that pee smell you can be sure I will find someones else to email my story too your move

the knife responded

just an update I have made contact with a group of attorneys handling the sudden acceleration problem for toyota. they agree with my position on all issues. My union attorney will be spending some time as allows for him to investigate my on going issues with Delucca. I have been put in touch with a formal sales manager and have been briefed on some of toyotas SALES stategies WOW interesting stuff I know the consumer wants to know. I also have a friend yes union member who does animation video. Great concept show a toyota sales doing anything they can to convence a consumer he is getting agood deal even though water is pouring in through the window so funny. i then will file complaints with the bbb and states attorney The Bumper to bumper warranty i believe will be torn apart as misrepresentation by name alone. i intend to put my video on face book and utube will call it the dukka sales strategy. i also have a big unbrella on the way Im going to put that on top of my Rav 4 with a sign saying Delucca home of the leaky windshields. and drive it in front of your buisness. Then after 6 months or so we can start litigating damages done to me. perhaps you will want Frank to take a look at this complaint your time is running out for a resolution. have a good day

Gettel Toyota Ocala responded

Our records indicate on September 23rd, 2010, you purchased a Certified Used 2008 Toyota Rav4. In addition to the Rav4, you purchased a “Toyota Certified Mechanical Failure Service Contract for Used Certified Vehicles.” (Please note in quotations the exact name of the contract purchased. Nowhere is the term or verbiage “Bumper to Bumper” as you keep referring to it as.) I understand that you were in contact with your salesman Randy Rogers from the beginning. Even though Randy was your central communicator, your concern falls out of Randy’s expertise. When you brought the vehicle into the service department, we were able to correct your service concern in a matter of hours; not days, weeks, or even months. My point is, instead of waiting on Randy to return from leave to handle the water leak issue; the service department could have corrected it as soon as it became a concern in October. With that said, when you brought the Rav4 in on December 7th, we were then able to address the leak concern. Your Rav4 windshield was repaired at NO CHARGE to you and we also gave you a complimentary rental car to compensate any inconvenience you may have incurred. Regarding your extensive wait for your oil change, 2 hours is not acceptable under DeLuca Toyota standards. This is the reason you were given the oil change at no charge. In regards to your wait in the waiting room and exposure to “Mr. Disgusting,” as you made reference to, he may have been a customer, or even a guest of a customer, but you can be assured he has no affiliation with DeLuca Toyota whatsoever. Your assumption that he was standing close enough for your concern to be heard was pure coincidence and does not mean he was even listening. Regardless, he is not a representative of DeLuca Toyota in any way. In reference to the windshield water leak, which was your only concern to begin with, the other issues have evolved over time from your primary visit. The water leak, however, has been resolved. Therefore, DeLuca Toyota has fulfilled our obligation. In reference to the replacement of your vehicle above blue book value, your request is completely unreasonable. Due to the fact you bought a used vehicle, not new, and your issues have been taken care of, there is no justification in your request. However, should you wish to trade-in your Rav4 for fair market value; we will certainly entertain trading this vehicle for another vehicle also at fair market value. Perhaps you would even like to trade it in for a new Rav4 with a New Car Toyota Warranty. Please let us know if we can assist you with this alternative. DeLuca Toyota has been serving our community with honesty and integrity for over 32 years and maintains one of the highest levels of customer satisfaction in the industry. It is a rare but nonetheless a serious moment for us when we learn that one of our valued customers did not feel that DeLuca Toyota met his expectations. We apologize for any misunderstanding. However, your business is greatly appreciated and we look forward to seeing you in the future.

the knife responded

so you think your shallow excuses make everything alright, so it is ok for me to buy a vehicle in good faith that it is ok. yet when it is obvious there had been an ongoing leak before I bought the vehicle to bad huh. so tell me now you would have no concerns owning this vehicle knowing water had been leaking for some time. also do you think I am the first person to know there was a leak. common look through your own self serving interests. would you like getting stuck with this deal. and what a cop out saying I should of took a different action and contacted service. You should have taken action right away instead of making excuses for why this turned out the way it did. It seems to me you are lucky you sell a good product as you do not know how to handle something when it goes wrong. AS FOR Mr Disgusting tell me/again you dont know him as your employees know him well. That all stinks of an obvious lie. so you finally admit 2 hrs is to long for an oil change. no sorrys or apologies from Craig who was all puffed up and didnt have the courage to even look at me or respond to my questions I answered all of his. My offer still holds, Im in no hurry at this point. My goals are clear. no justification I disagree. If you truely have integrity, ask an objective party about this issue Im sure you will hear the same response I have from other car dealers if an issue like this had occured to thier dealership.

the knife responded

oh yea have a good day as I have lived my whole life serving my country and community and have the highest moral standards and integrity, and I have no hesitation confronting your silly excuses for your dealerships lack of ability to resolve this issue