TOM FEHSER, Finance Mgr., is one of the most reprehensible, nasty, game-playing, abusive & consummate liars I have ever in my life encountered.
My encounters with Fehser occurred AFTER my recent visit for the 10k Toyota Care & for buffing of scratches remaining from their prior buffing. When at the dealer for these services, I brought with a large envelope with all my paperwork, which included all the paperwork from the purchase of the car, which was a bad idea. I spread all paperwork out on a table, & while separating the original purchase paperwork from the servicing & other paperwork. I may have, in haste of doing frequent checks on where my car was, left the purchase paperwork on the table, & someone apparently took it or threw it away, I was unaware of this, as I assumed I had stuffed all my paperwork back in the envelope. After this visit turned into a horror, and I filed a Complaint with Toyota, Thomas called to tell me they had "made a decision to terminate the relationship, & my car would not be serviced, or repaired from the damage that occurred to the car's paint during that visit.
Tom Fehser, a different Finance person than I had dealt with, was who I contacted to ask that all paperwork provided upon purchase be mailed to me. He was rude & antagonistic almost immediately, and inappropriately told me, "I know everything about your interactions & everything else at this dealership." I was totally shocked, but kept my cool, because I had no interest in speaking to him with his foul mouth & attitude, other than for him to provide the best quality of copies of all my original signed paperwork.
Fehser stated he would print them off that late afternoon/evening & mail them the next day, which was a Saturday. I do not believe he ever sent anything, as it takes a maximum of two days to receive mail from that zip code, per my post office & my own experience. And as I write this, it is one week later.
If he had placed this in their outgoing mail on Saturday, & it was not picked up until Monday, I should have had it by Weds. On Friday morning, I called him to tell him I had not received it. He lashed out at me, and said I'm accusing him of being a liar, when I am the liar. I simply couldn't believe that I had to deal with someone this nasty, vicious & reprehensible.
As you will read shortly, Fehser finally revealed to me that the supposedly mailed paperwork was simply printouts with no signatures! Would anyone who lost their original paperwork, Bill of Sale, Agreements, etc., want unsigned copies that were originally boilerplate forms that the Finance person I dealt with, not his replacement, Fehser, and were then signed & should be in the Finance Office's records, and simply need to be copied & mailed. What was to follow was a barrage of lies, games and refusals.
Fehser was relentlessly highly abusive to me. He played many games & created a tangled web of lies. He stated multiple lies about the paperwork, i.e., he did not have copies of, or the originals of the signed paperwork. He made up a story that the original paperwork was not kept at the dealership but was sent to Toyota Corporate; to which I told him Toyota Corporate does NOT receive or have access to any of their dealers' purchase paperwork, to which in turn he argued that the Toyota Customer Service agents were wrong & didn't know what they talking about. But when I told him I have multiple names of not just agents but supervisors who told me this, he decided to stop pushing that lie, and then finally changed his story.
Now, he stated that the paperwork was at "Thomas Toyota Corporate," when no such entity even exists. Try & do a search for it - you'll find NOTHING. Furthermore, Thomas has both a Toyota & a Nissan dealership. Consequently, if they truly had a corporate office, it would not be called "Toyota Corporate."
Fehser then states the purchase paperwork was kept as "screen prints" in their "corporate office", to which he had no access to.. When I told him to then obtain the paperwork from their "corporate office", he suddenly miraculously states HE WAS ABLE TO ACCESS THE PAPERWORK! I'm not stupid enough to believe this garbage - it was now clear that he HAD all the original paperwork all along in his office.
I then told him I wanted him to mail CLEAN copies of the originals via CERTIFIED MAIL, as I wanted a traceable item where both he & I had proof that he actually sent it, and that I received it. He REFUSED to do so. He began repeating over and over, "You have two choices, drive 60 miles and pick up the paperwork, or get it in a Fax." He knew I did not want faxed copies of over 20 pages, as it both used up a lot of ink, and the qualities of the fax would be lower than a clean xerox copy.
Fehser continues to play games with & get a rise out of me. But then goes even further, and adds a "third option", which was, "GIVE ME YOUR FEDEX ACCOUNT NUMBER, & I WILL SEND THEM AT YOUR EXPENSE, by marking on the waybill to charge your account." Fehser has pulled out all stops in treating a customer like pure xxxxxxxxx, and this man will retain his job, which tells you what kind of dealership you are dealing with - one that you DON'T ever want to deal with. And we are talking about paperwork from a very large purchase of a CAR. ANY business would provide a customer who lost their receipts/paperwork with copies of it, especially when the purchase date is known, as any type of purchase can be found with a date. But in this case, we are talking about a purchase that has a record, and a record that is easy to pull up and to provide.
Fehser continued with more lies. When I asked him to both send me clean copies and to now email all of it to me (I was acting in fear that I would get nothing from him), Fehser told me he had no ability to send any emails (patently RIDICULOUS). This call went nowhere. So, it was terminated, and I then immediately called Toyota Customer Service, whose agent in turn calls Fehser & asks him to mail clean copies with the signatures. But Fehser manipulated the agent, telling him he CAN email them to him! Right, Fehser, you have no provision to email, total Liar!
This gets worse. The agent from Toyota should NEVER have agreed to this when I told him I specifically wanted ONLY Certified Mail copies. The agent then comes back to tell me that Fehser is taking PICTURES with his Camera phone! I simply couldn't believe this. As it was now just past 7pm, the time the Toyota agents go home, the agent tells me when he receives Fehser's email, which will probably be the next day; he will examine what was sent, print off a few of the pages to be certain they are acceptable. After his agent ends our call, within 5 minutes I get an email from the agent with an attachment of the pictures, saying nothing other than "Here is what I was given." The agent obviously failed to even look at the attached pages, or print them out.
These "Camera phone shots" were entirely, completely unacceptable, unreadable, blurred, with parts of most pages missing, pages were missing - an utter CON JOB! This poor resolution CAMERA PHONE scheme was done purposely to produce unuseable and half-page shots. Plus, there were only 15 pages, when the original paperwork consisted of at least 22 pages, per Fehser's statement himself!
You can SEE right on the pictures, they he laid the sheets out on his desk, which proves he had the originals, and purposely dialed his resolution down, or has a low quality camera phone, to produce this garbage. Fehser wants to screw with me relentlessly. The Toyota agent did not properly handle the situation, as I already stated - He was to get copies of the originals MAILED. I even warned the agent, Jeff W., that Fehser would, with every fiber of his being, make excuses and refuse to mail copies, & would manipulate & throw his weight around until Jeff would simply give in, and that is exactly what happened. Thomas Toyota has the legal responsibility to provide me copies of the original, signed paperwork, of a new car I bought from them. It couldn't be clearer than that.
As you get someone different every time you call Toyota, I would not get Jeff, plus they were now closed. So, I called on Saturday morning, but unfortunately I get a completely incompetent agent who cops a bossy attitude with me, & prevents me from talking by talking over me, after I was trying to explain this rather complex situation, which I told her I didn't believe she had a thorough understanding of, at which point she raises her voice, stating she is calling Fehser now, and clicks me over to hold. When she returns, she tells me the same garbage Fehser told me - travel 60 miles to pick them up, or, the latest twist - provide my OWN Fedex account number & he will mark the waybill to bill me.
The reader here need some history on what this dealership did to me PRIOR to this Tom Fehser nightmare from H*ll. : After I recently brought my car to Thomas Toyota for the 10,000 mile Toyota Care service, and for numerous light scratches in the clear coat that they failed to professionally eliminate upon my prior visit, this is what happened & how they refused to handled it at all.
Although I had made an appointment with the Body Shop Mgr. to buff out the scratches they only partially achieved in my last visit, after the Toyota Care service was performed and the car was parked back in their car waiting area, I didn't look at it immediately, but had service call to let the Body Shop Mgr. know I was ready for the buffing. He arrived in a few minutes, and as we walked over to the car, I was HORRIFIED to discover that deep, long paint scrapes had been done to my car at the dealership. I know this to be a fact, because I have babied this car to the extreme, and before I left for the 60 mile drive to the dealership, I had meticulously washed, and dried the vehicle with completely clean microfiber clothes, and examined every panel in complete detail, so I was certain that there were no other scratches, scrapes, dings, anything, other than the fine scratches that had been there since the car was new.
The Body Shop Mgr. denied any responsibility by the dealership in an instant. Interesting that he could make such a proclamation when he didn't see or have any knowledge of where the car was driven and parked and moved inside the service/repair area prior to these damages suddenly being there. From the time my car was moved from the waiting area to the time it was actually placed on a lift for the servicing, a considerable amount of time had elapsed, during which it was probably parked, and moved more than once, and many employees would have directly passed by the vehicle and could easily have scraped it with who knows what, and didn't even pay attention.
After he refused to repair this damage, I was very upset. I wasn't certain how I was going to handle this, but I asked him to proceed to buff out the top areas of the car where the light scratches were. He gave me a phony excuse that "if you are going to have these damaged areas repainted, we'd have to buff out the rest of the car, so there is no point in doing it now." This was a total crock, as both a body shop I know & trust told me, as did two other Toyota CERTIFIED Body Shop managers told me you don't buff the whole car out when you repaint other panels, & they mask & cover anyway.
After I then submitted a Complaint to Toyota, their "Customer Relations Manager" / Service Mgr. called me to bark at me that "A dealership decision has been made to severe all ties and relationships with you, & we will do nothing to repair your paint, or do any buffing." He did NOTHING to discuss, try to work with me; nothing.
More in this saga to come, so check back for an edit of this review periodically.