On Sat, 4/1/2006, I put down a deposit of $500.00 to order a new Toyota Sienna Van (2006 Model - CE - Silver) at John Eagles Sport City Toyota. Since the van was not available at the lot, the car salesman (Joe ---) told me that he would have to get it from another location. Since it was coming in from another dealer, I asked the salesman how many miles it would have on it, and he guaranteed me that it would be no more than 60 miles, because the dealer would have the van delivered on a truck. He also mentioned that if I didn't want the car, I would be able to cancel the order once the van was delivered and get the money back.
On Thursday, 4/6/2006, Joe called and said that the van was on-site. While on the phone, I did ask him about the mileage on the vehicle, and was told that it had about 400 miles on it. After the phone call, I mentioned this to my wife who then called in to Joe and said that it was not what he had told us and wanted to get another van. Joe then proceeded to tell us to come by the dealer to sign some paper work to get the deposit back because he would not be able to find another van.
On Sat, 4/8/2006, we came by the dealer just to find out that Joe was no longer working there. We then talked to Jeremy ----, the New Car Salesman. Mr. Dodson was extremely irritated / impolite, and started questioning us why we wanted the get the money back. At one point, he asked why we didn't want the van. When I answered 'because it had several hundred miles on it, and not what Joe had told us', he asked 'so, what's wrong with it?' Throughout the conversation, he started acting like we did something wrong, and proceeded to interrogate us about the other deal where I ordered the van at a different dealer after Joe --- told us that he would not be able to search for another van. Finally, Jeremy said that he would not give us any refund at all. We then left the dealer.
On Mon, 4/10/2006, I called in the dealer, with the intention of talking to Mr. Glenn ---, the so-called General Manager. After leaving him four messages and not hearing from him throughout the entire day, I decided to call the next day, and left him another message. By the mid-afternoon of the second day, Tuesday, 4/11/2006, without hearing from anyone from the dealer, I decided to contact the Toyota Corporate Headquarter as listed on the Toyota Website at 1-800-331-4331.
After explaining the situation to the Toyota Representation, she was in total agreement with me that it was quite inappropriate for the way we were treated, and it was also noted as bad business practice on the dealer's part because none of this was my fault. A new case number was then created for the issue, 200604110558. She also mentioned that they would have the Local Representative work with the dealer and somebody from the dealer would contact me within three business days.
On Monday, 4/17/2006, without hearing from anyone again, I contacted the Toyota Corporate Headquarter just to hear that the dealer sent in a note to them saying that the $500.00 deposit was not refundable. When I questioned the Toyota Representation on the course of action that can be taken toward resolving this issue, I was told that the dealer was independently owned and there was nothing they could do.
To protect myself from having to pay the $500.00 that the dealer decided to keep, I contacted the Credit Card company and disputed the transaction. I was told that the amount will be in dispute and they will do whatever it takes to resolve the issue.
My intention is to get a full refund of the deposit and for the Better Business Bureau to take the appropriate action against this bad business practice from the dealer and protect the general consumer.
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