Kiki Ikram Rosell

Nestletea responded

I have now sent two emails to Jeff Ruda, with no response: 6/11/2026 Hi Mr. Ruda, I’m reaching out again as I have not yet received a response to my previous message. I want to ensure my email did not get overlooked, as the concerns I raised still require review and follow‑up. To clarify, we did ultimately receive the signed WE OWE documenting the lifetime hybrid battery and hybrid components coverage. However, the issues surrounding how that warranty was represented during the sales and financing process — along with the unresolved Drive Connect provisioning and the lack of accurate information regarding GAP coverage through Space Coast Credit Union — remain unaddressed. As mentioned in my earlier email, Toyota Connected Services confirmed that the Drive Connect trial simply needs to be provisioned by the dealership, yet this has still not been completed. Additionally, the discrepancy between what was repeatedly promised during the sales process and what was actually included in the official paperwork is something we would like properly reviewed. Since we were directed to contact you after posting our DealerRater review, I want to ensure you have had the opportunity to look through the full correspondence between myself, Po, Kiki, and Patrick. These issues are important to us, and we would appreciate confirmation that they are being reviewed and will be addressed appropriately. Thank you, 6/8/2026 Hi Mr. Ruda, I'm reaching out as a follow-up to the message I shared regarding our recent experience with Daytona Toyota. I was asked to contact you directly after posting my review on DealerRater.com, so I wanted to ensure you received the full context and have everything needed to review the situation thoroughly. The review is below this follow-up email and has all concerns stated. Our initial buying experience was genuinely great. Even though the entire purchase was completed remotely by email and phone, Po was responsive, helpful, and made the process smooth. He also immediately mailed the missing USB cables for the new vehicle, which we appreciated. Unfortunately, everything after the paperwork was finalized has been a very different experience. The primary reason we chose Daytona Toyota over Beaver Toyota was the promise of a lifetime warranty on the hybrid battery and hybrid components for our new RAV4 Hybrid. This was repeatedly emphasized during the sales process. However, when we reached the financing stage with Kiki Rosell, the promised warranty paperwork did not exist, and nothing in the documents reflected what we had been assured. While we appreciated her securing the teacher-discounted rate through Space Coast Credit Union, the lack of transparency around GAP coverage was frustrating—especially since SCCU offers the same coverage for $499 compared to the dealership’s $1,500 product. We also encountered issues with Drive Connect. Toyota Connected Services confirmed that the trial simply needed to be provisioned by the dealership, which aligned with what Po told us. Instead, we received a dismissive and incorrect response stating we needed to physically come into a dealership, contradicting both Toyota Connected Services and Po. This issue remains unresolved. Communication after the sale was another major concern. Despite multiple attempts to follow up, we did not receive timely responses from Patrick Morris. It took several days before we finally received a signed WE OWE form for the lifetime hybrid battery and components coverage—something that should have been provided upfront. Additionally, the dealership continues to promise a lifetime hybrid battery warranty with no limitations, even though this is not reflected in the final paperwork. This appears to be a recurring sales tactic, and it was repeatedly emphasized to us that Daytona Toyota is the only dealership offering it. Given all of this, I would appreciate follow-up once you have reviewed all correspondence between myself, Po, Kiki, and Patrick. I want to ensure that the concerns are fully understood and addressed appropriately. Thank you for your time.

Nestletea responded

I am writing this follow‑up review to document several ongoing issues with my recent purchase experience at Daytona Toyota. While the initial sales process was smooth, the post‑sale experience has been extremely disappointing and continues to require unnecessary follow‑up on my part. On Friday, June 12th, I received a call from Mr. Jeff Ruda, who assured me he was going directly to the appropriate department to resolve the Drive Connect provisioning issue immediately. He later stated he would be speaking with the service manager today (6/16) to ensure it will be handled. Therefore, I still have not received confirmation that the Drive Connect provisioning has been completed. During that same call, Mr. Ruda told me he had personally spoken with Space Coast Credit Union regarding GAP coverage and informed me that the dealership’s GAP offered better coverage and that Space Coast’s GAP was not refundable. This information was incorrect. Space Coast offers both refundable and non‑refundable GAP plans, and their deductible coverage is actually better—$500 for minor accidents and $1,000 if the vehicle is totaled. This directly contradicts what I was told by the dealership. We are also still waiting for the maintenance plan refund to be sent to Space Coast Credit Union. The cancellation paperwork was processed by Kiki on June 2, 2026, yet the refund has still not been received by the lender. This delay is unacceptable and needs to be resolved. Additionally, I am still waiting for the written email (as discussed with Mr. Ruda by phone) outlining the lifetime powertrain and lifetime hybrid and components coverage. He stated that the official paperwork would be forwarded once it goes through legal, but I have not received the promised email with the details. The only positive update so far is that the dealership has finally completed their portion of the title work, which allows us to proceed with refinancing through Suncoast Credit Union at 4.5% APR for eco‑friendly vehicles. I appreciate that this step was completed, but the number of unresolved issues still outweighs the progress made. Once our refinance is completed, we will be canceling the dealership GAP plan and switching to the credit union’s refundable GAP Plus plan, which is nearly half the cost and provides stronger deductible protection. Overall, the lack of accuracy, follow‑through, and timely communication has made this experience far more stressful than it should have been. I hope the dealership will address these outstanding issues promptly and improve their post‑sale support for future customers.