Round Rock Auto Group (Tx)

[jpt51]

I had a great salesman, Den Mac at Round Rock Auto Group but the after purchase service went south fast. We bought a Venza on Aug 25 and paid $1,029 for an option to be added the folllowing week. We were told within days the option couldn't be added afterall. The finance manager said a check would be cut to Toyota Financial. After calls to TF two and three weeks later the check hadn't cleared. It turns out it wan't sent until Sept. 23rd or credited to the account until Oct. 4th. The delay is inexcusable. I even had to badger the dealer to refund the sales tax on the option I didn't get. On Sept. 27 the manager for the dealership gave me her personal cell # if I had additional problems but she didn't answer it when I followed up on Oct. 3rd. Even with a great sales experience I'll choose another dealership IF I decide to buy another Toyota.

[jpt51]

Ref. the above post.

I mailed a letter 3 weeks ago to Toyota Customer Services explaining the above issues, adding a request for a refund on the finance charge for the option is not being credited until December. I didn't even get an acknowledgement, let alone a reply.

Today, I got a survey from Toyota via email. I chose the email option and explained the problems I had with Toyota, Toyota Fin. Services and the dealer. Toyota replied the issue was a Toyota Financial Services issue and I must write them if I wanted the issue addressed. It boggles me that the company that prides itself as the world's leading car company can't communicate with different parts of the same company. I'm not going to hold my breath on getting a rely. Who's running the show in this company?

I know I will not buy another vehicle from Round Rock Auto Group nor finance from TFS. While I like the Venza, my #1 criteria for selecting a future car company will be buying from someone that provides great customer care AFTER the sale.

[jpt51]

I'm unsurprised Toyota Financial Service's November 22, 2011 statement was worthless. It said TFS would reduce my payment for December by $64.00 to credit my refund they received from the dealer back in early October. Instead TFS withdrew my usual full payment from my account. When I complained, a TFS rep apologized and offered to have the credit used to pay part of my January payment. I refused and wanted the money placed back in my account today but he says he couldn't do that. He did agree to mail a refund check to me by the following business day and email me confirming the action was taken.

I will be transferring my loan to another lender next week. Given my experience, I will never deal with Round Rock Auto Group or TFS. In fact, I've purchased my last Toyota.