Toyota of Cedar Park

Toyota of Cedar Park responded

Thank you for trusting us with service on your Toyota FJ Cruiser. We’re glad our professional, friendly team treated you respectfully and provided clear inspection videos and reports. Zsolt will be delighted to hear you appreciated the detailed overview.

Toyota of Cedar Park responded

It’s wonderful to know Gareth gave you such exceptional service when you picked up your new Toyota Sequoia. He takes pride in going the extra mile and it means a lot to see that reflected in your experience. Enjoy every moment behind the wheel!

Toyota of Cedar Park responded

It’s wonderful to hear Logan made the purchase process so smooth. Congratulations on your new Toyota Corolla as you head off to college. Thank you for recommending us and we look forward to helping you again.

Toyota of Cedar Park responded

It’s wonderful to hear that servicing your Toyota Corolla Cross was quick and hassle-free. Katherine is glad her friendly, professional approach made everything effortless. We appreciate your feedback and look forward to helping with your future service needs.

Toyota of Cedar Park responded

It’s wonderful to hear our team guided you through financing and kept your Tacoma service budget-friendly for your family while entertaining your child. We appreciate you trusting us with your Toyota Tacoma maintenance and finance needs. We look forward to helping you again.

Toyota of Cedar Park responded

Toyota of Cedar Park respectfully denies any wrongdoing regarding this transaction. Mr. Cuevas purchased a pre-owned 2018 Toyota Tundra with approximately 99,000 miles. Prior to the sale, we provided him with the complete vehicle history information available to us, including a copy of the Carfax Vehicle History Report. As a dealership, Carfax is one of the primary resources we rely upon to disclose known vehicle history. In addition, the vehicle underwent our standard pre-sale safety inspection. Any repairs or reconditioning necessary to ensure the vehicle was safe and reliable were completed prior to delivery. Our inspection process is designed to identify mechanical and safety-related concerns. It does not include disassembling vehicles to inspect for previously repaired cosmetic or structural damage that are not visually apparent. This is consistent with standard industry practices. After taking delivery, Mr. Cuevas informed us that his insurance company had provided a report indicating insurance claims had been paid on the vehicle prior to his ownership. However, the information presented did not identify the nature or severity of those claims, nor did the information establish that the vehicle had been involved in prior accidents. Insurance claims can be filed for many reasons, including theft, hail damage, vandalism, windshield replacement, road debris, or other non-collision events. In an effort to investigate Mr. Cuevas' concerns, we also obtained an AutoCheck vehicle history report through Experian. Similar to the Carfax report, AutoCheck did not indicate any reported accident history for the vehicle. When we explained that Toyota of Cedar Park had no knowledge of any prior insurance claims beyond the information available through the vehicle history reports, Mr. Cuevas asserted that the vehicle had diminished in value by $8,000 and requested compensation in that amount. Based on our experience and prevailing market values, we believed this demand was excessive and unsupported. As a good-faith effort to resolve the matter, we offered to repurchase the vehicle for the same price Mr. Cuevas had paid. He declined our offer, stating that he wished to keep the vehicle while also receiving financial compensation for the alleged prior repaired damage. When Mr. Cuevas advised that he intended to pursue legal action, we informed him that he had every right to do so if he believed it was appropriate. He subsequently filed a claim in small claims court. After reviewing the evidence presented by both parties, the court ruled in favor of Toyota of Cedar Park, finding that there was no evidence establishing that the dealership knowingly misrepresented the vehicle's condition or knowingly sold a vehicle with undisclosed prior damage. Toyota of Cedar Park does not have access to insurance claim databases and had no knowledge of any prior insurance claims beyond the information contained in the vehicle history reports available at the time of sale. We remain committed to treating our customers fairly and professionally. Our dealership sells more than 14,000 new and pre-owned vehicles annually, and customer satisfaction remains one of our highest priorities. While we always strive to resolve customer concerns whenever possible, we also have a responsibility to make decisions that are supported by the available facts and objective market values. As an additional demonstration of our commitment to resolving this matter, we remain willing to purchase Mr. Cuevas' vehicle at its current Kelley Blue Book Excellent Trade-In Value based on its present mileage and condition, without applying any deduction for the previously alleged repaired damage. According to the most recent Carfax service records, the vehicle has accumulated more than 34,000 additional miles since Mr. Cuevas purchased it, which suggests it has continued to operate reliably. While we remain open to purchasing the vehicle at its fair market trade value, we are not willing to provide compensation based on an unsupported claim of diminished value that is not substantiated by the available evidence or recognized market valuation standards. We recognize that Mr. Cuevas remains disappointed, and we regret that we were unable to reach a resolution. Toyota of Cedar Park remains committed to addressing every customer concern fairly, professionally, and in good faith.

joshc512 responded

Thank you for your response. I respect the court’s ruling and understand that the dealership disagrees with my position. However, I would like to clarify a few points for readers. Before any legal action was filed, I presented Toyota of Cedar Park with a Lexus Nexus Consumer Disclosure Report clearly identifying four prior accidents involving the vehicle with dates and claim costs. That report formed the basis of my concerns and was provided to the dealership before the lawsuit. I did decline the dealership’s initial offer to repurchase the truck because I believed there was an opportunity to reach a fair resolution that reflected the vehicle’s history and the price I had paid based on a clean Carfax report. Finally, your response states that the dealership remains willing to purchase the vehicle. This is the first time I have seen that offer renewed. Since our original discussions, no one from Toyota of Cedar Park has contacted me to extend or discuss a current repurchase offer. My review reflects my personal experience and is intended to help other consumers make informed purchasing decisions.

Toyota of Cedar Park responded

We’re thrilled you enjoyed working with Gabby. Thank you for recommending her to your friends. Congratulations on your new Toyota, and we look forward to assisting you again.

Toyota of Cedar Park responded

Knowing Jesse helped make your purchase exceptional is wonderful to hear. Thank you for choosing Toyota. We hope to work with you again down the road.

Toyota of Cedar Park responded

Our sincerest apologies for your experience at Toyota of Cedar Park. This is not the way we want our customers to be treated. Please allow the Service Manager, Jim Smajdek, the opportunity to learn more about your experience and correct in any way possible. He is available for a call anytime today. You can reach him at 512-379-7574. Thank you in advance.

V N responded

I'm not sure there is much to be done about that appointment. I did take it back for another appointment and booked it for 7 am on Monday, in the hopes of getting in the queue early, even though that's an inconvenient time. I was able to talk to Conner and discuss the issue. He was able to follow up and get the service done by end of day. It's good to deal with agents that know the value of customer service, and not just auto service. I just wanted to make the point that appointments should mean something and the customer's time should be valued, instead of just managing a queue.