Jeff Youkhana

Abdelrahman responded

Thank you, Sharnae, for reaching out and for acknowledging my concerns. I appreciate your willingness to look into what happened and your effort to help resolve the situation. I would like to clarify an important part of the communication that took place before I came to the dealership. When Napleton initially contacted me about my 2019 Toyota RAV4, I explained that the vehicle had just been inspected by AutoNation Toyota and that they had offered me $14,670 after accounting for the reconditioning items identified in their inspection. I specifically told Napleton: “If you are going to quote me $16K, I can come and you inspect it the way you want. But if you found the report accurate, I won’t accept less than $16K.” I attached the AutoNation Toyota inspection report and their offer so that Napleton had that information before I made the trip. Napleton responded: “We would still need you to come in to get an official offer! I do believe we can get you there!” Based on that communication, I made the trip to the dealership and allowed Napleton to conduct its own inspection. Unfortunately, the offer I received after the inspection was substantially below what had been discussed. I completely understand that a dealership may adjust an appraisal after physically inspecting a vehicle. My concern is that Napleton had already received the Toyota inspection report, knew the other dealer’s offer, knew that I was looking for approximately $16,000, and specifically indicated that they believed they could “get me there.” That created a reasonable expectation that it was worth my time to bring the vehicle in. I also appreciate that you subsequently asked Amir to review the situation and reconsider the offer. I was happy to give Napleton another opportunity and therefore provided Amir with the same inspection report along with the $14,670 AutoNation Toyota offer. Unfortunately, Amir did not provide a revised offer. Instead, he questioned whether AutoNation Toyota was actually offering me that amount and suggested that I should take it because it was “too good to be true.” I found that response disappointing because I was providing a genuine competing offer so that Napleton could reconsider its valuation, not asking Amir to simply accept another dealership’s valuation. That said, I am still giving Napleton the opportunity to resolve this situation. I have not updated my review because I would prefer to see how this is ultimately resolved rather than make a final judgment based only on the initial experience. I appreciate your efforts, Sharnae, and I am willing to hear a revised offer from Amir and give Napleton another opportunity to earn my business. I hope we can resolve this positively.

Abdelrahman responded

Thank you, Sharnae, for reaching out and for acknowledging my concerns. I appreciate your willingness to look into what happened and your effort to help resolve the situation. I would like to clarify an important part of the communication that took place before I came to the dealership. When Napleton initially contacted me about my 2019 Toyota RAV4, I explained that the vehicle had just been inspected by AutoNation Toyota and that they had offered me $14,670 after accounting for the reconditioning items identified in their inspection. I specifically told Napleton: “If you are going to quote me $16K, I can come and you inspect it the way you want. But if you found the report accurate, I won’t accept less than $16K.” I attached the AutoNation Toyota inspection report and their offer so that Napleton had that information before I made the trip. Napleton responded: “We would still need you to come in to get an official offer! I do believe we can get you there!” Based on that communication, I made the trip to the dealership and allowed Napleton to conduct its own inspection. Unfortunately, the offer I received after the inspection was substantially below what had been discussed. I completely understand that a dealership may adjust an appraisal after physically inspecting a vehicle. My concern is that Napleton had already received the Toyota inspection report, knew the other dealer’s offer, knew that I was looking for approximately $16,000, and specifically indicated that they believed they could “get me there.” That created a reasonable expectation that it was worth my time to bring the vehicle in. I also appreciate that you subsequently asked Amir to review the situation and reconsider the offer. I was happy to give Napleton another opportunity and therefore provided Amir with the same inspection report along with the $14,670 AutoNation Toyota offer. Unfortunately, Amir did not provide a revised offer. Instead, he questioned whether AutoNation Toyota was actually offering me that amount and suggested that I should take it because it was “too good to be true.” I found that response disappointing because I was providing a genuine competing offer so that Napleton could reconsider its valuation, not asking Amir to simply accept another dealership’s valuation. That said, I am still giving Napleton the opportunity to resolve this situation. I have not updated my review because I would prefer to see how this is ultimately resolved rather than make a final judgment based only on the initial experience. I appreciate your efforts, Sharnae, and I am willing to hear a revised offer from Amir and give Napleton another opportunity to earn my business. I hope we can resolve this positively.