Rusty Chandler

Samanthadivin responded

Let me clear something else up here. You continue to ignore serious matters that deserve attention and proper response and you’ve instructed your team to ignore ethics too. Manipulative deflection and evading accountability are not ways to resolve any matter presented to you. Harold and Rusty have both demonstrated such troubling negligence when responding to this serious matter. The multiple mentions that I should have been willing to return for what you refer to as a courtesy inspection when you have been provided proof of why neither your management or service department can be trusted to provide any type of premier experience or reliable inspection. What you did, claimed to do and whether you did service the vehicle the way you described post sale was by no means something I should have been charged for when it was returned because your report and the state of the car did not align therefore requiring some accountability. Your email makes a few irrelevant mentions while avoiding what still needs serious attention. Safety and trust should be your highest priority: retaining customers requires that you actually respect them and the business you are involved in. I have reached out with multiple serious mentions and questions that continue to go without any response. You continue to prove with your actions that your words and dealership do not deserve or even attempt to earn and retain your customers trust. I have provided you with additional supporting documentation that requires further review from you and Carfax. Your team took my vehicle back and kept it for a long time post purchase where you should have and could have made things truly right with this transaction and taken actual accountability when the many leaks and issues that your team neglected to include on your inspections and the misrepresentation of the vehicle and mispricing should have been something you prioritized for accountability and good business decisions to truly be something you are about. Instead you describe yourselves to have gone over and beyond for me. You have done no such thing. Evading accountability through every communication that necessitates transparency and attention to detail is not ethical. I’ve gone over and beyond to advocate facts to you that you neglect to acknowledge. According to your car fax entries you performed rustproofing which has been proven untrue and a brake flush and fluid replacement. My post purchase inspection and most recent inspection points to these not being reliable entries either. The fluid looks the same in both photos. Please provide your proof of having done this maintenance that was reported to carfax. A flush and replacement of brake fluid in November would not lead to an inspection that indicates otherwise several months and miles later. I’ve provided these details for you to review in my previous emails that still have not been responded to and I will attach more documentation in this email. I am requesting that you provide me a copy of the alignment you allegedly did, with before and after specs. I am requesting that you review photos of brake fluids provided to you back in October upon purchase and in July that indicate yet another of your service entries to carfax is not truly a reliable/trustworthy entry. Further validating my lack of ability to trust your maintenance entries and dealership when you evade accountability and care for customers that you claim to want to retain while proving otherwise and ignoring us. The combination of these findings and you and your teams way of treating me and my family and this matter provides plenty of valid reasoning for investigative oversight by someone who does conduct business with integrity and accountability. This is not the Purdy or Toyota way of conducting business. This is the wrong way. My proposal was very fair and your response and lack there of is what is not at all fair or ethical. I am also attaching below the one and only communication from Harold in response to these seriously unresolved issues so that the noted deflection and failure to honor your customers and team is reviewed and acknowledged. It’s very manipulative to describe me as not wanting to satisfy a complaint. I want to do so fairly. Harold carries the title of ceo and this is how he addressed me and this matter. “ I rescind any offers Rusty Chandler, and the dealership has made to you since it is obvious you do not want to satisfy this complaint.” (The offer he mentions here is what they referred to as a business decision which completely evades accountability. Their business decision failed to provide any fair resolution about it.) Harold’s email to me as follows: Mrs. Divin, I apologize for getting back to you so late. I have reviewed your complaint, and I just wanted to make sure I understand the issue. I want you to know that we pride our self in customer service and we attempt to do everything possible to have happy customers as we want be the dealership you and your family choose to do business in the future. So, let’s clear up a few things, you purchased a pre-owned vehicle with 70k miles on it. (All pre-owned vehicles are sold “AS IS” with no warranty). You did however purchase an “Extended Service” agreement which you canceled shortly after purchase. You returned to our location with some items of concern on 10/22/2025 (RO 773239) after having another repair facility inspect the vehicle. Before completing any repairs, we offered to rescind the transaction and unwind the deal and return all your money, you declined and chose to keep the vehicle. The vehicle remained in our service department while we completed repairs at no charge, ( pre-owned vehicles are sold “AS IS” without warranty) as we performed the following items below. Purge valve line (Check Engine Light) Both rear axle seals Front differential pinion seal Brake service Windshield wiper blades Wheel alignment Suspension inspection (documented that the undercoating would not affect the performance of the shocks and struts) The repairs were completed, and the vehicle was returned to the customer on 11/7/2025. Approximately eight months later you reached back out to the dealership with additional concerns on your vehicle. At this time, you declined both the inspection and the repurchase for the full price, a second time, of the vehicle and ultimately demanded $5,000, later increasing your demand to $5,585. In response, Rusty Chandler offered $1,500 as a business decision to resolve the matter, contingent upon a full Release of All Claims. Once again, you rejected all offers you refuses to communicate by phone and will only communicate by email, you refuse to bring the vehicle in for further inspection. Mrs. Divin, Rusty Chandler has gone above and beyond to satisfy your unhappiness with the 2013 Cadillac, sold AS IS no warranty. Effective immediately I rescind any offers Rusty Chandler, and the dealership has made to you since it is obvious you do not want to satisfy this complaint. While every above reasonable attempt has been made to address your complaints, you chose to decline them so we will not be communicating on this matter any further. We truly appreciate every customer and if in the future you want to purchase a vehicle, we will be here for you. I have instructed Rusty and the dealership that there will be no further communication on this matter with you, so there will be no further email response. Thank you for your time, Harold Hurst

Samanthadivin responded

Attention Dealer Rater Moderators. Please be aware that Bryan College Station Toyota responded to my review on your platform with what seemed to be an auto generated response. I immediately responded by reaching out in writing to ask how they intend to address things since the auto generated response on your website indicated that they desired to do so. They did not acknowledge receipt of my response and did not respond to the email as they do not respond to me at all. CEO Harold, general manager Rusty, and several other managers as well as my salesperson were CC’d in my response that was not acknowledged or responded to. The auto generated responses to these reviews are misleading when their actions do not align with the words in the auto response received by me.

Samanthadivin responded

I want to address here that Bryan College Station Toyota has continued to be unresponsive to me despite having responded to this requesting me to reach out to them. They also responded to my Better Business Bureau complaint and I reached out to them with a response to this and have not been responded to still either. I will be including another large section to document the very concerning deflection. They replied on the BBB page and still are not responding to me. I have responded to their 1-8 on BBB 1. Reviewed all documentation provided by the customer. BCS Toyota Failed to respond appropriately to what you reviewed that myself and other mechanics provided for you to review that proved your standard/courtesy inspections are unacceptably unreliable and the lack of validating this has been a lack of validating the importance of reliability; trust and safety of consumers who purchase at your price assuming the information you provide is trustworthy. BCS Toyota proved to us untrustworthy in several areas. 2. Reviewed the dealership's inspection records and repair history. 2.So you reviewed where you guys failed to provide proper records and repair history. 3. Provided the customer with the requested documentation. 3)You provided me more evidence proving you have continued to evade transparency and good ethical conduct and accountability as a dealership from pricing, to claimed services, misrepresentations and omissions. 4. Offered a complimentary inspection of the vehicle. 4)Repeating this has become insulting when you’ve been provided with proof that you did not sell us a safe and reliable vehicle and your inspections are negligent of attention to safety issues and you continue to evade accountability as it relates to misleading information, mispricing, and improper methods of “satisfying complaints” without truly doing so. 5. Offered to repurchase the vehicle for its original purchase price of $8,529. 5)You’ve been provided ample explanation as to why this is not appropriate for us. While it might seem to be the simplest for you to turn around and resell the vehicle and profit more we have already invested far more than you were willing to give back and had you truly REVIEWED things with respect for us and ethics you wouldn’t have made such a suggestion that lacks all regard for our investment. You’ve been made very aware of how unfair that is yet this was your response to the BBB review. Your offensive mention of this again just demonstrates further what a lack of true care you have for the people behind these sales and their safety and happiness as customers being any priority of yours. We have invested thousands into a car you overpriced and misrepresented to us. A car that should have included Reliable, trustworthy inspections. It’s very concerning how you keep mentioning inspections you’ve been provided proof failed us in numerous ways. 6. Requested that the customer provide a proposed resolution. 6)My proposal was very reasonable 7. Reviewed the customer's proposal. 7.Denied my reasonable proposal and many of the facts presented. 8. Extended a $1,500 business settlement offer in exchange for a full Release of All Claims 8)Put yourselves in my ethical shoes and read that garbage #8 manipulative, evasive, nonsense. These deflective, evasive, manipulative behaviors point to a business that continues to obstruct my ability to seek a proper resolution to matters they have in detail and continue to ignore: Their insulting idea of a business offer does nothing to provide any true resolve to a serious matter that calls for fairness and accountability. Your business decisions have failed to consider serious safety and reliability mentions and seriously disrespects my investment at your dealership. If you insist I take this to court then say so. You prove only to cate about profit and appearing to be something you’ve proven not to be and nothing is being discussed that indicates you respect your positions at BCS Toyota and the public who trust words that unfortunately have not aligned with actions.

Customer responded

UPDATE [Jan 29]: I followed the instructions in the Owner Response below. I immediately emailed the Purdy Group Customer Relations address provided with my full case details. It has been over 24 hours, and I have received ZERO response. Do not reply to my review acting like you want to help just to look good for the public. If you actually cared, you would have answered the email you told me to send.

Customer responded

Update: One week after final communication, no follow-up or customer recovery effort has been made. Posting this update to reflect the completed outcome of the situation.

Customer responded

Final clarification: The dealership confirmed privately that warranty obligations were met. My review has never disputed the repair coverage itself. My concern has always been the customer experience during the diagnostic process — specifically the multiple visits, lack of proactive communication, and the extended downtime, which created significant disruption to my work schedule and required substantial adjustments to my family’s daily responsibilities. I’m sharing this only to clarify context for future customers. At this point, I consider the matter closed.