On July 1, 2010, I called Muller Toyota of Clinton, New Jersey to inquire about a 2005 Toyota Sequoia SR5 (VIN 5TDBT44A25S236504) advertised on Autotrader.com at a price of $17,999. I was instantly connected to a salesperson by the name of Anthony Muller. I informed Mr. Muller that I was a serious buyer who already had financing in place who was very interested in the possibility of purchasing the vehicle. I went on to let Mr. Muller know that I was calling from Atlanta, Georgia but I would not have no problem flying out to New Jersey to pick up the vehicle if we could agree on a price and there were no issues with the condition of the vehicle. At that time, I made it very clear that I wanted to know everything that was wrong with the vehicle because I didnt want any surprises once I arrived in town. I was told that there was nothing wrong with the vehicle and there was nothing to worry about and was assured that the vehicle was in excellent condition as it was a Toyota Factory Certified Vehicle that has been through a 160 point inspection. After researching the Toyota Certified Used Vehicle Program and understanding which items were part of the 160 check points required for certification, I developed a great level of comfort with the transaction.
After agreeing on a purchase price of $17,700 I inquired about extended warranty options outside of the coverage provided under the Toyota Certified Used Vehicle Program. I asked Mr. Muller to provide me with the best value extended warranty coverage available and he stated there were no extended warranty options available under $3000 for the 2005 Sequoia I was interested in purchasing. I let Mr. Muller know that I found it odd that I would not even be able to purchase a 2/24 warranty for less than $3000 but he assured me that was the case.
I agreed to allow Muller Toyota to charge a $200 deposit to my card on July 1 and informed Mr. Muller that I would have my credit union send a certified check to the dealership by overnight delivery once I received an acceptable bill of sale. On July 2, Mr. Muller faxed me a bill of sale for an amount less than expected and stated that they were not going to include my GA Taxes, Registration, and Title fees in the amount to be financed my credit union and were not going to take care of the vehicle title and registration because I live out of state. I informed Mr. Muller that I had difficulty understanding why they were reluctant to handle these customary tasks internally. They then stated that the only thing they would agree to would be to increase the purchase price by the amount of the taxes ($1274) and estimated registration fees ($500) and require me to take care of the administrative registration tasks myself once I returned to Atlanta.
Once we agreed to do the deal subject to an inspection and test drive of the vehicle upon my arrival, a certified check in the amount of $19593 was mailed by overnight mail to them on July 2nd and they received the funds on the morning of July 3rd before my arrival.
My plane landed at New York LaGuardia (LGA) at 1 pm on July 3rd and even though the driver was supposed to have me at the dealership by 2:30pm, the truck was not clean and ready to go by the time we finally arrived at the dealership (4 pm). In fact, the vehicle was not even on the lot. Of course, this seemed to be very odd and was a bit disappointing seeing as how I had travel several hours across the country to buy the vehicle.
Mr. Muller met me outside of the front door of the dealership and suggested that we take care of the paperwork while they were cleaning up the vehicle. I told him that I needed to SEE and TESTDRIVE the vehicle I would be purchasing BEFORE finalizing the deal. I agreed to begin reviewing the paperwork while the vehicle was being cleaned and stated that I would not be signing any paperwork until I completed my inspection of the vehicle.
Even though Mr. Muller knew that I was to receive a check for $1774 to cover my
Mr. Muller and I then went outside to examine the 2005 Sequoia in question. The vehicle had a very clean interior and showed very well in the sunlight with only a few minor nicks, scrapes, dings observed. The salesperson agreed to take the vehicle around to the service bay to have them touch up a few more items before I took delivery.
After completing the paperwork following my outdoor inspection and test drive, I decided to accompany the salesperson around to the garage while he put the temporary tag in the window. Under the low lighting conditions of the garage, I quickly realized that the vehicle had no luster with the exception of the hood which had reportedly been painted to correct imperfections Mr. Muller noted prior to my arrival.
I let Mr. Muller know that the poor finish of the vehicle was a BIG problem for me and that this was a MAJOR problem with the vehicle that was never disclosed. I also stated that they advertised this vehicle as a Toyota Factory Certified vehicle therefore it should not have such an issue according the 6 page Toyota Used Vehicle Certification Program Document I pulled off of the Toyota website. I then informed Mr. Muller that I would not be interested in going thru with the transaction if they were not going to agree to correct the problem. I requested to see a manager.
After making James Jim Pesce (General Sales Manager) aware of the un-disclosed vehicle condition, he stated that I should have known something was wrong with the vehicle since it was priced slightly below retail value. He then went on to say its such a big problem for me then I should not buy the vehicle and that they were not going to do anything to improve the finish of the vehicle. I stated that he knowingly misrepresented the condition of the vehicle as a Toyota Factory Certified Vehicle and that it clearly does not meet Toyotas requirement that the paint has and even, high luster as described as one of the 160 check points in the Toyota Used Vehicle Certification Program requirements. I then stated that I was not interested in purchasing a vehicle fraudulently advertised as a Toyota Factory Certified vehicle. I also informed Jim that I would be following up with
While working on my personal laptop in an effort to make last minute travel options, Jim stated that the dealership was closing shortly and that he would have the driver who picked me up from the airport take me to a local train station and stated that I should be able to get to wherever I need to go from there. The driver took me to the train station in
When the driver tried to take me back to the dealership, it had already closed so he agreed to drop me off at a business location on his way home so I could figure out how I was going to get back to
After spending more than 3 hrs in McDonalds trying to set up emergency travel arrangements from
I called the dealership on July 5, 2009 and spoke Bob Leonard, General Sales Manager as Jim was away on vacation for the next week. I let Bob know that I am willing to absorb the cost of my travel expenses to the dealership but I am formally requesting reimbursement of my reasonable travel expenses incurred as a result of the emergency travel plans resulting from the mis-representation of the vehicles condition. Mr. Leonard stated that
Muller Toyota knows that I intend to contact
In the wake of all of the negative press
Although my request for the return of my $200 deposit and reimbursement of my $405.04 in emergency travel arrangements from
SeriousBuyer
United States of America#2Author of original report
Sat, July 10, 2010
Its not really about what "MY" requirements for the condition are...Its about what TOYOTA requires for a "CERTIFIED" vehicle. The pics I snapped while at the dealership dont lie (SEE BELOW)...and none of the pics on your autotrader add show the true condition. And yall have "NOT" disclosed the paint issue. LINK to "NEW" autotrader add: http://www.autotrader.com/fyc/vdp.jsp;jsessionid=2F89F7C3D28911D0EF3AB843E7ADB906?ct=c&car_id=281992594&dealer_id=96983&start_year=2005&advanced=y&max_price=20000&make=TOYOTA&model=SEQUOIA&style_flag=1&only_photo=1&search_type=both&distance=0&end_year=2011&only_price=1&default_sort=mileageASC&max_mileage=75000&address=30013&seller_type=d
I guess they finally fixed the paint issue and have now increased the price from $17999 to $19999 to have the next unsuspecting customer pay for the work needed to bring the vehicle up to proper "Certified" Standards...SCAM ARTISTS!!
About the deposit...When I called the Manager (Bob Leonard)...He said that they "WERE" going to give me my deposit "UNTIL" they saw my Rip-Off Report Post...Yeah, Right.
If its your intent to refund my deposit, why hasnt the transaction hit my account?? You have my number, call me if you REALLY want to make sure I get my deposit bacK!
**PLEASE STOP RESPONDING MULLER TOYOTA...your only digging a deeper hole!! **
Karl
Highlands Ranch,#3Consumer Comment
Thu, July 08, 2010
to stay Updated about Toyota & Lexus vehicles.
Jim
Millbrook,#4General Comment
Thu, July 08, 2010
At one time i worked for Toyota, ALL Toyota's have a Clear Coat over the paint job, if this vehicle was dull it most probably as totally repainted Why I can't say, but it looks like a damaged Truck and you're well off not buying it.
The dealership won't pay you a single Penny, if you want that money you'll have to sue (And they know it) since you're in Atlanta You're at a huge disadvantage as any suit will probably have to Be New York.
Give it up, in the future NEVER SEND MONEY, any vehicle sold over the Internet couldn't sell there.
I'm not mad at you, but expecting anything but a screw Job from ANY car dealer is wish-full thinking.
Karl
Highlands Ranch,#5Consumer Comment
Wed, July 07, 2010
click on 'Airbags' and read all of those complaints from Toyota owners too, okay?
Muller Toyota
United States of America#6UPDATE Employee
Tue, July 06, 2010
Hello,
Even though you have already posted this exact same review, I will be happy to answer it with my same response:
As a manager for the dealership, I would like to publicly apologize to you that the vehicle did not meet your requirements.
However, I would also like to make public that we provided detailed pictures of the vehicle for you before you made the decision to visit our dealership.
There is nothing wrong with the vehicle you selected that would keep it from being a Certified Toyota Pre-Owned vehicle.
Furthermore, we offered to refund you the deposit you put on the vehicle after you decided not the purchase the car. We do not feel it is our responsibility to reimburse your travel expenses because you had all the information you needed to make a well informed decision before you visited our dealership.
Having won 19 President's Awards from Toyota, we are dedicated to customer service and satisfaction. Our customer satisfaction surveys highlight this point - ranking us in the top percentage of all Toyota dealerships in the nation.
We are happy to continue to work with you to get a great deal on a vehicle - even the vehicle you originally chose.
Please feel free to contact us at any time to discuss how we can help fix any problems that you may have with our dealership.
Karl
Highlands Ranch,#7Consumer Comment
Tue, July 06, 2010
on the web. According to that video the 2005 Toyota Sequoia was involved in a recall.