David Maus Toyota Of Sanford Misrepresentation of Warranty Coverage Bait and Switch Incompetance Ripoff Sanford Florida
CC: FTC Consumer Complaints
Apopka, Florida, 32703
June 27, 2007
To Whom It May Concern
David Maus Toyota
1160 Rinehart Road Sanford
FL, 32771
Dear Sir:
On February 20th 2006, I purchased a 2003 Toyota Matrix vin# from your used car department from your Longwood dealership on 17-92. This transaction included a trade in of a 1995 Saturn and a cash transaction totaling $13,189.32
After considerable searching and deliberation, my wife (Renee) and I arrived at a purchasing decision for this vehicle. We believed based on the NADA used car value and the implied warranty provided by your dealership that this was a fair price. My decision was also based on what I believed and was verbally confirmed by the sales department that this was a Certified Used Vehicle and the fact that I was purchasing it from a reputable dealership. There is a Toyota Certified Used Vehicle Sticker in the lower corner of the passenger-side front windshield. I had researched your certified used program and felt confidant that this vehicle was represented by that warranty. In truth, the vehicle was not a Certified Used Vehicle as represented by your dealership. The vehicle was sold to a prior owner under the Certified Program. The warranty in a bait and switch was not the National Certified Used Car Warranty but your Peace of Mind limited warranty.
I believe that your dealership misrepresented the vehicle during the purchase.
In addition to this misrepresentation of an implied warranty, I want to point out the poor customer service we received upon the actual delivery of the vehicle. We came in to your dealership with a check for the full amount but were informed we need to pay an additional amount due to an oversight by your sales staff regarding the transfer of title. At that time I was so distressed by your oversight, I was ready to cancel the deal. With hindsight, I wish I had. I settled for a free oil change instead.
On June 16, 2007, I had the vehicle towed to your Sanford dealership to have it diagnosed and repaired after experiencing a sudden loss of power and a loud grinding noise coming from the transmission the day before. After your service department received the vehicle, it was placed under the care of Samantha Ozgen.
Although the cause of the failure was not determined the ultimate diagnosis by your service department was that the clutch was grenaded.
I asked Samantha to find out how much it was going cost to fix and what my warranty was going to cover. It took almost an entire working day (over 6 hours) and 7 phone calls to various departments and to the warranty company Fidelty to determine just what my warranty coverage was. For some time I was operating under the assumption that the transaction for the vehicle was never recorded by Fidelity, an oversight by your sales department (again). Samantha asked Ryan Smith to help her and eventually the records were pulled and it was determined that I had your limited Peace of Mind warranty and not in fact the Toyota Certified Used Vehicle Warranty.
Refer to your service department invoice #773171 for the comprehensive list of the repairs preformed. I had to invest a quarter of the vehicle's current value in a single service call in order to get it back on the road.
The repairs included replacing a faulty oxygen sensor. Which after the vehicle's clutch assembly was replaced failed during the test drive. A problem that was not evident when the vehicle was originally brought to your service bay.
During my consults from Ryan I had asked that other services unrelated to the vehicle's failure be preformed. The passenger side mirror was replaced. The oil pan gasket which when the vehicle was in your care was determined to be leaking was replaced. I had also asked the vehicle be detailed. All that was done with regards to that request was a complimentary car wash, which was expedited by my arrival on the 6/23 at 3:30pm to pay for the repairs and receive the vehicle.
Now after putting about 40 miles on the vehicle after picking it up I am deeply distressed to find the vehicle idling rough, and the new clutch performing with very little play and a vibration in the pedal becoming evident when depressed between gears.
Furthermore, I am not confidant at all that any of my instructions regarding the care of my vehicle were followed through. As an example I had asked that when the oil pan gasket was replaced that equivalent synthetic oil be put back in.
Also, the vehicle had less then a quarter tank of gas in it when I picked it up. (The warning light came on, on my way home from your service department.) I recall delivering it with just over a quarter tank.
If I had known that the repairs needed were not going to be covered by a warranty then I would not have had the vehicle towed to your service department. I would have the clutch replaced by a local mechanic and save a great deal in repair costs. But since I was already in to a tear down and diagnosis fee then I was forced to follow through with having the vehicle repaired at your dealership.
All of these circumstances have led me to right this letter and express to you my dissatisfaction with your company's service and practices. I would be remiss not to point out there was not any one person to blame. Nonetheless, your advertised claim of Anything it takes to earn and keep your business is just empty hype. You earned my business by having the reputation in the Central Florida Community as a caring and philanthropic company. You have done nothing to keep my business.
Therefore, to solve this problem I would ask that you consider making a good faith effort to resolve this dispute. What that may be is up to you. Consider refunding the labor cost for the work done. Better yet, buy the car back at its payoff amount. I do not want to continue driving this vehicle because I feel that it is not going to last me for as long as I need it to. Especially since the warranty, you have provided me is only good for a few thousand miles more. In addition, it really offers me no protection to begin with. Did I mention that your sales staff said that the Warranty was good from the date of purchase and was for 7 years or 100,000 miles from when I bought it? Well, buyer beware.
Please contact me within twenty days with a response to my complaint or notify me of intent for third party arbitration.
Troy
Apopka FL
Addendum:
I returned the vehicle to the service department 6/30 to have the "grinding and vibrations" diagnosed. I scheduled an appointment to bring the car in and test drive it with a service manager. When I arrived on time, I was told the technician was on lunch and I would have to wait. After escalating my displeasure about waiting, a service manager, Trigg (last name unavailable) went on a test drive with me. They then agreed to take the car in and provide me with a rental in the meantime. Trigg said "We will take care of the rental cost" to account for the inconvenience, as well as this situation should have been taken care of during the original repair.
After two days, I get a call from Samantha asking me to authorize a tear down fee ($300+) so they can figure out why the transmission was making a grinding noise. A fee I had already paid for the original repair. I explicitly denied to authorize any more money spent on repairs. I received a call in the meantime from the warranty company, MPP asking me about what the problem was. I told them they should already know what the problem was you had sent an adjuster to the vehicle when it was originally in the shop. He told me that they had done no such thing. So I was clearly given the run around and lied to by Ryan Smith about them having an adjuster evaluate and deny any warranty coverage on the original repair. It eventually came down to the service manager agreeing that the transmission need to be replaced and the warranty was going to cover a "used" transmission replacement. I was told that it would take 3-5 working days on 7/5 for the transmission to arrive and that the warranty company was not going to cover the cost of the rental. So my gratis rental when I drove it away suddenly became a liability, I had no choice but to continue to drive the vehicle because of my work schedule. At this point 7/8 I am returning the rental to the service department and handing them a copy of this addendum.
Troy
Apopka, Florida
U.S.A.
Click here to read other Rip Off Reports on Toyota Dealers and Products
12 Updates & Rebuttals
Thomas
Anderson,South Carolina,
U.S.A.
When you buy a used car, Troy, it is often an adventure.- the previous owner DID get rid of it!
#13Consumer Comment
Tue, February 19, 2008
Don't worry about Karl- he has sludgeitus.
I once had a dealer's repair shop pull the same trick on me- the shop people thought my car was in for an oil change, along with some other items, so they drained my NEW Mobil-1! Stuff happens. Try to not develop an ulcer over it.
A cat3 synthetic engine oil IS the right choice for any car. New or used. Mobil-1 is an excellent choice. You can run M-1 for 7500 miles, and I quit using mineral oil in 1981 because I had to change it every 3000 miles. Most people look at the shelf price of an oil, not the cost/mile of the oil plus filter, and they forget that they change a $6 oil filter every time they change the oil.
AMSOIL is a better choice for a little more money because they offer oils tailored for specific applications, such as Marine engines where AMSOIL offers oils with TBN = 12.5 [Total Base Number] while Mobil-1 has a TBN = 8.33.
You might change the oil yourself... a 5 Qt jug of M-1 is $24 at WallyVille. If you don't want to squeeze underneath, use a Jabsco 12VDC electric oil extraction pump system thru the dipstick tube. (List $140). I have one of these that I picked up at West Marine for $85 [a sale, plus I had a $15 coupon]. I use the Jabsco on our boat, the lawn mowers, tiller, pressure washer, and anything else that can't move fast enough to get away.
Personally, I think some service stations overcharge for a "synthetic oil change".
Our old 4 cyl Camry had its oil filter on the front of the engine so it was a snap to change. Our 2007 V6 Camry has its oil filter God-Knows-Where. I pay the dealer $15 incl tax to install their Toy oil filter & the AMSOIL High-Perf oil that I supply. I will pay a competent mechanic $7 any day to change my oil & filter.
The persistent grinding complaint is a mystery. If it happens when you mive the clutch pedal, maybe it is a throwout bearing problem. If they replaced your tranny, they should have looked at your clutch. More to the point, WHEN they replaced your tranny, you should have had them replace your clutch & throwout bearing. The labor to replace the clutch & throwout bearing was already done when they replaced the tranny. The clutch parts are rather inexpensive.
The Highlander is a bit of a switch from a Matrix, don't you think, and they cost as much as a Camry. Personally, I have no use for a SUV... they simply make no sense to me from a practicality viewpoint. SUV's are really an ongoing fad and people think they are 'save'. They aren't. Our 2007 V6 Camry with VSC is a real blast to drive- it is a very refined 'invisible sports sedan' that can really 'go'. We also have a Ford F150 4X4 Triton V8 which is great to have. The Ford F150 tows what I want to tow, and the 8 ft long box can carry quite a bit. When I am done with the dirty work, I sweep and hose the box out. Try that with a Highlander! The Toy Tundra is also a good choice.
Karl
Highlands Ranch,Colorado,
U.S.A.
URGENT UPDATE FOR ALL TOYOTA OWNERS!!!
#13Consumer Comment
Wed, February 13, 2008
Please Google this, ENGINE SLUDGE and go to the Toyota engine complaints at the consumeraffairs website and make sure to click on 'airbags' when you are there! You must read them!! There are airbags that are NOT DEPLOYING when people are in accidents!!
Then Google this, SUIT: DEFECT REPORTS ALTERED TOYOTA PLANT and read it!! It looks as though there could be a Conspiracy to 'Cover-up' the problem, wouldn't you agree?
Then Google this, SINGH V TOYOTA and read how a man burned to death in his Toyota Corolla! And keep in mind, Brittany's airbag did not deploy when she hit a Honda Pilot going 45mph. You can read her report at the ENGINE SLUDGE consumeraffairs website under the Engine Problem complaints on 6-16-07!
Also Google this, MY TOYOTA SEQUOIA YOUTUBE and watch the video of this customer who could have easily died!! If you know anyone with a Sequoia or a Corolla or ANY Toyota, you might want to inform them that they could be in danger if they are in an accident.
You can also Google this, SEXUAL HARASSMENT TOYOTA and see how a Toyota executive treated his assistant! She got a 'settlement'. I wonder how much she got? Do you think she got close to the $190 Million??
And Google this, BALTIMORE SETTLEMENT CALIFORNIA TOYOTA and read how Toyota targetted African Americans & Hispanics due to their race. Sounds very similar to the 'Subprime Mortgage Mess' that's happening right now! Maybe some former Toyota employees were involved in the 'Conspiracy', wouldn't you agree? I mean, it is very similar, isn't it?? Financing a car is similar to financing a home, correct? Lots of confusing paperwork, right?!?
Also Google, SLUDGE POEM and read it. Toyota's CEO quit his position at Toyota exactly two weeks after SLUDGE POEM was posted on 8-23-07! I know this because I wrote it!
There's a lot more to Google, but this will get you started. See you at SLUDGEFEST 2008! (you can Google that too!)
P.S. You can also go to the 'Bank of America' page on this website and read the post on 2-11-08. If you go to the 'Rebuttals', you can read another poem. BANK POEM! Keep speaking out, America! It's working!! Time to read some BusinessWeek articles. They allow the reader to voice their comments also. Simply Google, A CREDIT CARD YOU WANT TO TOSS BUSINESS WEEK and read the article and the many comments! Good luck to everyone! Go Harvard! Go BusinessWeek! Go Ripoffreport.com!! Go Speak Out! It's our right!!
Troy
Apopka,Florida,
U.S.A.
David Maus Toyota Still Continues to Dissapoint
#13Author of original report
Sat, February 09, 2008
After having my Toyota Matrix in a bay to have the oil changed last week the technician noticed leakage from my drive shaft. Naturally I called the service department at David Maus Toyota and told them I would be bringing the vehicle in to have it looked at. Once they got my Matrix in the service bay they confirmed that there was a leak and a gasket needed to be replaced. When they had replaced the manual transmission back in August of 06 they did not replace the gasket or it was improperly replaced.
The service manager Steve Revete tried to tell me it was not serious. (Not serious?!) And they would replace the gasket at no charge. Unfortunately, the part was not in stock. They agreed to a loaner vehicle for the day it would take to get the part and install it. In the meantime I wanted to research and possibly purchase a new Toyota Highlander for my wife. The David Maus slogan of "Anything it takes to earn and keep your business" was clearly just hype as illustrated once again in the unwillingness of the sales department to allow me a loaner that was the model I was interested in. I wanted to take a Highlander home and show it to my wife. If I had done that there would have been a good chance we would have purchased the vehicle. I realize this sounds superficial but I am still amazed at how poorly I have been handled as a customer by the sales and service departments of this company.
Troy
Apopka,Florida,
U.S.A.
Thanks for the suppport
#13Author of original report
Fri, August 03, 2007
Thank you all for the support.
Yes, it may seem like I am nitpicking in my letter with regards to the oil and the gas. What I was trying to illustrate was the poor customer service. I realize that they would have had to drive the car to test it. But, don't you think it would have been prudent to add gas to make up for the gas they used to test it? Maybe not but it capped off my horrible experience in picking the car up. As to the oil change. I had just spent a premium on getting the oil changes with synthetic. I know synthetic was put in because I saw them do it. To have them drain that new oil out and not replace it with an equivalent would have really pissed me off. I had no proof that is what they did. It was not itemized on my bill as a synthetic oil replacement.
I have been driving the car the last couple of weeks and the same problem is still occurring. I feel a grind in the clutch when I am running through the gears. Even with the new (used) transmission. I am working to hard to have time to even deal with the problem.
The dealership did call me and offer to refund the rental fee. I told them that was not enough. I have asked for an arbitration and they have ignored me.
What now? Do I sue? Can I afford to do that?
Jdt
Portsmouth,New Hampshire,
U.S.A.
You confuse me with two of your complaints.
#13Consumer Comment
Fri, August 03, 2007
As an example I had asked that when the oil pan gasket was replaced that equivalent synthetic oil be put back in.
Sorry this makes no sense to me. This is just you illustrating how much of a pain you are. You make a request for expensive oil and add that as one of your complaints without mentioning any reason to believe your fancy synthetic oil was not used.
Also, the vehicle had less then a quarter tank of gas in it when I picked it up. (The warning light came on, on my way home from your service department.) I recall delivering it with just over a quarter tank.
Fixing a car requires driving it sometimes. Diagnosing and repairing transmission concerns require test drives. Especially considering the lengthy list of concerns in your car it makes plenty of sense that they would drive your car and use some of your gas. You are nit picking and I think this is a ridiculous complaint.
You have plenty of legitimate issues with this dealership, but those two are silly and I felt like I had to call you out on it. However, I am sorry you got sold a crappy car that is costing you money. Good luck in getting this straightened out.
Karl
Highlands Ranch,Colorado,
U.S.A.
Possible Sludge Problem
#13Consumer Comment
Thu, August 02, 2007
You might have a 'Sludge Problem' in your engine also! Take it yo an Independent Mechanic and have it tested. You can read about the Sludge Problem on this site under Toyota. Send a Letter to all News Stations in your city about the painful experience that you had at this TOYOTA Dealereship. Go to www.9news.com and type in the name ORNELAS and search the story from 2005 that made the FRONT PAGE of the Denver Post on 5-19-2005 and WATCH the Video too. 'Write a letter, you'll feel better.'
And it might get you on T.V. also. Good luck.
Thomas
Anderson,South Carolina,
U.S.A.
Clutch friction surfaces, like brake pads & shoes, are wear items and therefore are not covered .....
#13Consumer Comment
Fri, July 27, 2007
... even under NEW vehicle warranties.
Besides, very few people *really know* how to use a clutch, which is why I would never buy a used car with a manual tranny. The transmission could have been abused, but if yours is replaced with a good solid tranny then you should be fine. If your tranny replacement is at no cost to you then you will have what you thought you had bought. a used but usable car.
Install Mobil-1, a Cat-3, yourself. Then you will know EXACTLY what oil is in your engine. The term "synthetic oil" is actually rather vague. even a super-refined mineral oil can be labeled a "synthetic oil", i.e. a super-refined mineral oil is a Cat-1 Synthetic Oil.
You don't need a PAO Cat-4 Synthetic.
Karl
Highlands Ranch,Colorado,
U.S.A.
Expose the Problem to the Media
#13Consumer Comment
Fri, July 27, 2007
Troy, Simply write a LETTER and make copies and mail it to all of your local News Stations. Also send copies to 9News 500 Speer Blvd Denver, Co 80203 Attn: Deborah Sherman, Dateline NBC 30 Rockefeller Plaza New York, NY 10112 Attn: Investigative Reporter, 60 Minutes 555 West 57th St New York, NY 10019. foxnews.com Attn: Geraldo ,oprah.com etc. Go to www.9news.com and type in the name ORNELAS and search the story that made the Front Page of the Denver Post on 5-19-2005 and watch the VIDEO! I wrote a Letter and it got the story on T.V.!! ' Write a letter. You'll feel better!'
Also send a copy to Toyota Corporation 19001 South Western Ave. Dept WC11 Torrance, Ca 90501 Attn: Jim Press & Mr. Watanabe. DON'T GIVE UP!!!!
It's time for the honest person to SPEAK OUT! Expose the CEO's!!!!!
Karl
Highlands Ranch,Colorado,
U.S.A.
Expose the Problem to the Media
#13Consumer Comment
Fri, July 27, 2007
Troy, Simply write a LETTER and make copies and mail it to all of your local News Stations. Also send copies to 9News 500 Speer Blvd Denver, Co 80203 Attn: Deborah Sherman, Dateline NBC 30 Rockefeller Plaza New York, NY 10112 Attn: Investigative Reporter, 60 Minutes 555 West 57th St New York, NY 10019. foxnews.com Attn: Geraldo ,oprah.com etc. Go to www.9news.com and type in the name ORNELAS and search the story that made the Front Page of the Denver Post on 5-19-2005 and watch the VIDEO! I wrote a Letter and it got the story on T.V.!! ' Write a letter. You'll feel better!'
Also send a copy to Toyota Corporation 19001 South Western Ave. Dept WC11 Torrance, Ca 90501 Attn: Jim Press & Mr. Watanabe. DON'T GIVE UP!!!!
It's time for the honest person to SPEAK OUT! Expose the CEO's!!!!!
Karl
Highlands Ranch,Colorado,
U.S.A.
Expose the Problem to the Media
#13Consumer Comment
Fri, July 27, 2007
Troy, Simply write a LETTER and make copies and mail it to all of your local News Stations. Also send copies to 9News 500 Speer Blvd Denver, Co 80203 Attn: Deborah Sherman, Dateline NBC 30 Rockefeller Plaza New York, NY 10112 Attn: Investigative Reporter, 60 Minutes 555 West 57th St New York, NY 10019. foxnews.com Attn: Geraldo ,oprah.com etc. Go to www.9news.com and type in the name ORNELAS and search the story that made the Front Page of the Denver Post on 5-19-2005 and watch the VIDEO! I wrote a Letter and it got the story on T.V.!! ' Write a letter. You'll feel better!'
Also send a copy to Toyota Corporation 19001 South Western Ave. Dept WC11 Torrance, Ca 90501 Attn: Jim Press & Mr. Watanabe. DON'T GIVE UP!!!!
It's time for the honest person to SPEAK OUT! Expose the CEO's!!!!!
Karl
Highlands Ranch,Colorado,
U.S.A.
Expose the Problem to the Media
#13Consumer Comment
Fri, July 27, 2007
Troy, Simply write a LETTER and make copies and mail it to all of your local News Stations. Also send copies to 9News 500 Speer Blvd Denver, Co 80203 Attn: Deborah Sherman, Dateline NBC 30 Rockefeller Plaza New York, NY 10112 Attn: Investigative Reporter, 60 Minutes 555 West 57th St New York, NY 10019. foxnews.com Attn: Geraldo ,oprah.com etc. Go to www.9news.com and type in the name ORNELAS and search the story that made the Front Page of the Denver Post on 5-19-2005 and watch the VIDEO! I wrote a Letter and it got the story on T.V.!! ' Write a letter. You'll feel better!'
Also send a copy to Toyota Corporation 19001 South Western Ave. Dept WC11 Torrance, Ca 90501 Attn: Jim Press & Mr. Watanabe. DON'T GIVE UP!!!!
It's time for the honest person to SPEAK OUT! Expose the CEO's!!!!!
Troy
Apopka,Florida,
U.S.A.
Addendum to the customer service nightmare with David Maus Toyota
#13Author of original report
Sun, July 15, 2007
Upon calling the service department to notify them that I was on my way with the rental I was told by Samantha Ozgen that I should keep the vehicle until my car was ready. The Following Monday at 8pm in the evening I was informed that I was in fact being charged for the rental. This has added a whole new dimension to customer service nightmare.
To clarify: I left the dealership in a rental that I was told "would be taken care of" by a service manager on 6/30. 4 days later on July 4th I was told that the rental was going to be $21.00 a day. On July 8th in an attempt to return the vehicle and notify the service department in my attempt to do so I was told "do not come in, just wait until the vehicle is ready." The following evening Samantha called me and told me that the rental was still not going to be taken care of. The vehicle has been in my possession for 16 days. At $21.00 a day that comes to $336.00 If you subtract the "gratis" days of when I left with the vehicle on 6/30 until 7/4 that comes to $84.00 less $336.00 or $252.00. If you also subtract the one day, I wasted in trying to return the vehicle that should bring it to $231.00.