Dan Pyle

Summit Toyota of Akron responded

Hi Cheryl.. I will respond to both your Google and Dealer Rater reviews with the same response. They are a little different so some of this response will be about statements made in the other review. You (Mr. B) purchased the vehicle on June 4th with 70027 miles on the odometer. You contacted us for the first time regarding any issues with the vehicle on August 16th, or about, dealership phone records show the 16th but you may have contacted the salesman on his cell a day or two prior. This is important because your review says “a week later” you had issues, when you did not notify us until 72 days after purchase. The vehicle was inspected at Diehl Hyundai on August 19th with 76,584 miles on it, since they were closer to you. Under your Powertrain For Life Guarantee (PFL) you had a repair paid that was $5079.58. That repair was paid by PFL. You did not pay diag fees. or for the repair It did take them the better part of 45 days to complete the job. Your PFL paid the large repair but unfortunately does not include rental coverage. We offered you a rental at employee pricing $35/day and offered to deliver it to you. As we explained, this is for insurance reasons and because you were not on a work order at Summit we could not cover the rental. You declined. You stated I would not call you back, however I have dozens of text messages and phone calls with you, some recorded on the work phone and some on my cell. It is my understanding that you called Nikki (Service Manager) roughly 45 days after your repair was completed, stating the vehicle was not running right. She said to get it back into Diehl and you wanted us to authorize the diagnosis. We explained as with every warranty (and your repair that was just done), the customer authorizes the diag and if it’s a covered repair you do not pay the diag. In this case it could have been a covered repair or due to the previous repair, either way you would not have to pay. In closing, the guarantee paid your bill. The repair was due to an oil consumption issue which (as explained) is not apparent on a used vehicle inspection as you have to drive the vehicle for over a thousand miles during the test and that is not a reasonable practice or industry standard to do for each pre-owned vehicle inspection. You were communicated with and taken care. If there is in fact a new issue I would authorize the diag. After calling us crooks, I would assume we won’t see you for your next service interval that has to be done with us, in order to keep the PFL intact. Once that service is missed with us, the PFL that paid your service bill will be void (and was free with your purchase). Good Day.

Summit Toyota of Akron responded

Before we respond to the 'mistakes' in your review we would like to make the following clear- We did make a mistake. With the stroke of one key we changed your price by an even $10000. This did happen and we deeply regret it and have apologized profusely. Though we hold ourselves to high standards, we are still human and can and will make mistakes. We again apologize for our error. Now to correct a couple mistakes in your review in order- When you notified your salesperson that you wanted a Costco discount, he told you that your vehicle was currently being sold at MSRP. The salesperson did not in fact notify me of the $10k discount when he was given figures to pass on to you. This happened after he showed you the figures. He came back into the office and stated that you asked for additional monies off. He told me that he told you that you're already getting ten thousand off. This was such an absurd figure I assumed he was joking and went about my duties. We are taking this as a teaching moment for your salesperson and myself. Your salesman has never seen a discount like that on any Toyota vehicle in his four years with us. This was true when we were robust with inventory and even more so now when, as you saw, we are at a small fraction of what we normally carry due to manufacturer supplier issues. This misquote has happened one other time in my 24 year career. I will learn from this and do what I can to not allow it to happen again. Though you did sign preliminary paperwork you had not completed the final paperwork to complete the purchase. It is the Finance Managers responsibility to be the final safety net. This includes spelling of names, addresses, the math and host of other details. It was the Finance Manager who caught the error and brought it to my attention. You had not sat with him yet. At this point I approached you and notified you of the error. I did make the hand gesture and started to walk away, you stated, "you don't get to do that" and I agreed and stayed and endured more of your abusive words and tone. I deserved it. Once the Office Manager proceeded to refund your money, there was no reason for me to be present, so I left the room. You then proceeded to tell everyone in the dealership that would listen (customer and employee) the one keystroke error resulted in the conclusion that "Tj does not know what he is doing". I thought it best to remove myself from the situation. In closing, ten thousand off on such a vehicle is not practical. There is only a $1000 rebate and yes, that price would have lost several thousands of dollars. It was an honest mistake. These events do not reasonably define us as shady or that we conduct business poorly. There was no nefarious motive where Summit Toyota had something to gain by the error. The mistake upset a customer, lost a car deal, and continues to waste time for both of us. Again, it was a human error that was caught prior to finalizing the deal. We will do our best to limit our mistakes. We hope you find the vehicle of your choice at a price you find acceptable.

Summit Toyota of Akron responded

, As stated to you before, the vehicle was inspected. The transmission was operating without any indication of an issue when you took delivery. The vehicle was sold as-is because we do not warranty vehicles with over 100,000 miles on them. This is because of the increased likelihood of something breaking that was not detectable during our inspection. As for the suspension repair, we take pride in the money that we put into our vehicles, there is no realistic reason to withhold this information. Afterall, it was repaired. We took the vehicle off your hands in the manor you requested. We did this to help you and paid you $291.50 more than you requested. You also stated in your agreement with us that if we did what you asked you would not only be completely satisfied, you would change any review you posted to a great rating. I guess that wasn't true. We sell quality vehicles, we give (at no charge) a lifetime powertrain on all vehicles with 90k or less miles and 9 years old or newer. THAT is standing behind your product. Unfortunately you purchased a higher mileage vehicle. We told you it was sold as-is when you purchased it and you were okay with it then.There are many things that do not show warning signs before failing on a vehicle. Very much like a lightbulb in your fridge, the light bulb works every time you open the fridge until one day you open it and it's out, without warning. I know it is very simple compared to a transmission but the the analogy works and applies. As for meeting you, there was no offer of half way. We offered to come all the way and you declined. Nothing we have stated has been untrue, we do not operate dishonestly. You purchased a vehicle with that had over 100k miles on it, with that comes risk, again that is why we sold it to you as-is.