"NOT EVEN WORTH ONE STAR "
This is just some of my corespondence for the past 3 weeks.
Good day Liz,
As you know I was in on Friday evening and was there for 4 hours. Unfortunately the sales associate and finance associate didn’t know about the Fresh Start program that you emailed me about (below) and spoke to me about, and it was very disappointing. You made the appointment with me for this particular program, and you should have come out, introduced yourself and explained it to the sales person.
So, I met with Carmen and explained the program and she said she had to ask about it. We looked a few Rav4’s, then we agreed to and shook hands to a monthly lease of payment $359, with a very large down payment (just under $4900) that I was not expecting. She shook my hand, and said you have a car! The only reason I was ok with it was because I thought we were making this deal according to the “Fresh Start” program. She took the down payment and I thought we had a deal. Little did I know that I was then going to see the finance associate that was going to bring my payment right back to where we started $420. He never looked at any of the paperwork you had told me to bring in. He didn’t want to hear any explanation of anything. He said according to my score I’m a tier 6, and that he was getting me a payment in a tier 2. I’m not sure how he got me at a tier 6, but I usually teeter between a 4/5. This payment is still very high for a tier 2. I did the calculations and it doesn’t make sense with the $750 graduate incentive and the Toyota $2000 incentive. When I tried to read it I was told sign there, as to say lets keep it moving. This is truly unacceptable, for I would have returned the next day when I would be given the time to properly read what I signed. Rather than Javier explaining what everything is, and I now feel the explanations lacked many details.
They insisted I can take the car that night. I left with the car, and was very uncomfortable with this. I had to call yesterday to get an update on plates and paperwork, because I was told Carmen would call me 10:30 on Saturday. I have no paperwork on the car and I’m driving with one dealer plate. I was not even given the copies of the original paperwork I signed, which I legally should have walked away with. When I spoke to Carmen, I was told to enjoy the car and an answer would be given Monday because the finance company did not get back to them. People buy cars all the time on the weekend, and walk away with a signed deal. I was taken for granted due to my situation and do not feel comfortable with how any of this transpired.
This is not my first time buying a new car. I have never made a deal, shook hands with the sales associate and then was told by a finance associate that that is not going to work, AFTER my deposit was charged. This was such a waste of time for everyone, with the back and forth trying to make a deal. The terms should have been decided upon, and shook upon my credit rating. Then you take my deposit as agreed upon.
After having time to think about how this was handled I have to say I’m disappointed, insulted and unsure that I want to proceed. I feel I was lured in and ended up not getting financing through the fresh start program that you explained below and spoke to me about before I came into my appointment on Friday. I made a deal of $359, shook hands, paid my deposit (which also went up after the fact) and was manipulated.
This is very bad business practice and I am at the point I will drop the car off today, and walk away. I am well within my legal rights.
I returned to the dealership in Sunday, and said I’m not happy and want to drop the car off.
I arrive and the General Manager Chris is there waiting to speak to me, dressed like he just walked off the beach. He brought me into his office and assured me that he will make this right. He printed the signed agreement (that I digitally signed) and did not have time to read on the night I was there. I asked him why I was being charged OVER sticker price for the vehicle, I never agreed to that. I asked why I did not get all the graduation incentives that were due to me? He made all these excuses that I had answers for. I asked why an extra $295 was taken without telling me beforehand, since that is NOT what I agreed to? He had No reason to give me. He said he will make this right, and get the deal properly done. I was told to come in on Monday evening to sign new documents.
I called to confirm on Monday and heard from no one. I hear from Carmen asking me for all the documents that I had with me on Friday that Javier insisted he didn’t need.
I finally heard from Liz and she’s telling me how everyone was so upset cause Chris was let go today and it’s just been such an emotional day! ARE YOU SERIOUS? I couldn’t believe that I had to sit and listen to her about how upset SHE WAS!
After going back and forth via email with Liz for a week, I agreed to return to sign the lease agreement. I asked Liz for the lease agreement in advance so that I can review it before coming in. She said we can’t sent you anything because it violates our Truth in lending act. So I had to explain to her what the Truth in lending act was.
When TIL Disclosures are Due
Under TILA and Regulation Z, the dealership in a dealer-arranged financing transaction must provide TIL disclosures to the consumer before the consumer has become legally obligated to buy the vehicle on credit – that is, before “consummation” of a credit transaction. Consummation occurs at “the time that a consumer becomes contractually obligated on a credit transaction” and Official staff interpretations, 12 C.F.R. § 226, supp. I, subpt. A(2)(a)(13)(2), consummation occurs when the consumer “becomes legally obligated to accept a particular credit arrangement”.
Even though she would not send the lease, I went in as promised and sat with Javier cause two managers were let go, and was there another 4-5 hours.
This time I brought my own spreadsheet of calculations. Javier said he sat with the new managers and they are going to bring the price of the car down. I said to what? He told me and I said, That’s sticker value! I never agreed to sticker value. Then he blatantly lied when I brought up graduation incentives which I know I spoke to him about. He said I knew nothing about it. I said that’s not true, plus Chris said you told him I didn’t qualify, but when. I asked on the first evening you said it’s all there! We agreed to a payment but he didn’t tell me that I was forfeiting anything until I was signing paperwork stating that I declined tire protection completely, and that the key replacement and other added 2 year protections were brought down to 6 months. I also added to Javier that he didn’t add the graduation incentive again. Please tell me how my payment remains the same after adding a $750 incentive? AND removing other items? Deceitful!
I went home and recalculated the figures I finally had, and went over all the protections that were downgraded or removed due to Javier saying he is going to make me a better deal. I have been back and forth with Liz again but no one is resolving the issue. She’s not in the proper position and someone needs to step up. I have not heard from ONE MANAGER! Even when I returned the second time, not one manager came to talk to me. And I CCd some of them on emails, not a response or call.
They are not even worth getting a 1 star rating
I suggested TQM team with training in ISO 9000:2015 and ISO 9001:2015 standards .