I walked in to Larry Miller Toyota on March 7 2008 to purchase a new car. I brought along my own financing but after hours of negotiating I gave in and accepted the offer of allowing Larry Miller Toyota to get me financed. In the financing office I was told that Toyota Finacial Services could get me financed and that the interest rate would be much better if I purchased the gap and extended warrenty, totaling over $2000.00. I left that night, glad to have a new car and at a much better interest rate than my last financed vehicle.
About a week later the girl in financing called me to say that she needed me to resign the loan papers because the lender had lowered the interest rate even more. She even agreed to overnight the papers to my house since I explained how busy I was to her. Once I got the papers, I looked them over to find out that she had thrown in an additional signature needed for a life insurance policy, which I had not agreed to buy when I purchased the car. I wrote a letter expressing that I didn't want the policy and I will not be signing that portion of the paperwork and sent it back. Fortunately for me, I got another call stating I needed one more paper signed before the loan could finalize.
This time I went in to the dealership and was assisted by a different finance employee. I brought up the life insurance paperwork that I didn't sign and asked him if they got my letter and wanted to make sure they understood that I did not want life insurance, only to find out that my name had been forged there anyway!!!! He apologized about the signature and quickly rewrote the loan papers and even the manager of financing came in and apologized to me. I didn't make that big of a deal about it while I was there since it really didn't sink in until after I left that someone in that company just committed fraud.
After telling my family about the incident I felt the need to call and request all paperwork and speak with the manager about what happen. I called and spoke with a guy named Brian who insisted he was a manager. The guy was a complete A-hole to me and told me that I was just throwing accusations and they couldn't prove who forged my signature because there are over 300 employees in the building and any of them could have signed it.
Anyway, so I called back and got Robin, the manager working at the time the signature was discovered. It then became apparent that I was also misled into purchasing the gap and extended warrenty, because in actuality they have no bearing on what my interest rate is from the lender. To make things right she agreed to cancel the warrenty, costing me over $1700.00 and sending that back to the lender, crediting my loan. Two months later, here I am and the warrenty was never cancelled.
In her defense, the manager claims that she thought I only wanted the $175 service and maintence cancelled and began telling me that I was supposed to send in my original warrenty papers before if could even get cancelled. I was never told this, and I never got a call back telling me I needed to send anything in. Since all this has happened, the dealership has expressed no empathy to how I was treated. I got a simple, "I'm sorry if I forgot to tell you to send in the papers, Carol" from the manager, Robin, but that doesn't fix the problem the I am paying much more than I should have to for my car, when I all did was trust this company and gave them my business. I'm a 23 year old woman and don't know much about laws and auto dealerships so I'm clueless about what to do about this.
However, if I can just alert people about what a nightmare it has been dealing with Larry Miller Toyota and maybe prevent someone else from making the mistake I did by buying a car from them, then I'm happy. Phoenix has no shortage of car dealerships so its not hard to avoid this one like the plague or any other Larry Miller franchised dealers for that matter. Thanks!
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