Rusty Chandler | Page 2

Samanthadivin responded

Misrepresentations, omissions, and serious mispricing of the vehicle we purchased from you have been brought to your dealerships attention and are still being seriously ignored. The CEO and general manager, continue to ignore serious questions and concerns and have instructed their staff to ignore my efforts to advocate towards a fair resolution. A severe level of inattention by BCS Toyota to the detailed mentions and inspections provided to them reveals that my initial review doesn’t align at all with the what has become a truly distressing experience that we have been dealing with from this purchase. The initial assessment of the experience, the vehicle's price, and reliability was based on trusting the dealership to provide reliable information about the vehicle. This has been an experience that has revealed to us that this dealership has proven untrustworthy and completely unreliable while evading accountability and care for respecting and retaining customers. We have also learned through this disappointing experience that you cannot rely on Carfax entries to be truthful when a dealership that is proving to us and others to be untrustworthy is in charge of making those entries that in our case have been proven to be unreliable. They continue to ignore serious questions and concerns including my reasonable proposal for reaching a truly fair resolution. .

Samanthadivin responded

To whomever responded to this initial review. Your team has been made thoroughly aware of where we are very unhappy with the way this experience has turned out after making discoveries that don’t align with a reliable purchase experience. We believe Haley had good intentions which led us to purchase from her, but unfortunately when your dealership was made aware of serious things you instructed our salesperson not to do the right thing with respect for accountability, proper communication and ethics and while she attempted to advocate for us she was silenced by unreasonably evasive directives and my feedback has been too. I can’t justifiably leave stars for a dealership that are undeserved but I don’t fail to acknowledge where separate from the dealership I do believe my salesperson meant well and unfortunately she along with us is caught in a very unfair experience that is being ignored instead of being handled properly by BCS Purdy group. I believe they should take responsibility at BCS Toyota for where they’ve let us down and our salesperson too by neglecting to demonstrate respect, fairness, care and accountability.

Samanthadivin responded

BUYERS PLEASE BEWARE! !!!!!! As you can see from my initial review I purchased a vehicle from a sales person and friend who I trusted. I also trusted the dealership to be reliable in their pricing and inspecting of vehicles and their advertising leads one to believe they would be fair and reliable. It is very disappointing to become aware that a dealerships inspection of a vehicle and description of things unfortunately is not always reliable. Not everyone chooses to admit fault when given chances to do so. ALWAYS get a second inspection of a vehicle you want to purchase from here. ALWAYS!!. The what felt like a reliable experience initially, proved otherwise and no care has been shown for the unfair pricing and misleading description of the vehicle that led to the purchase. Unfortunately, when I presented a proposal to resolve the matter, I was treated unfairly, and they demonstrated to me that their business decisions do not include admitting fault and resolving things fairly with consideration for the buyers. Not the first time you approach them and no time after. In fact they just don’t respond to me at all now because their unreasonable way of addressing this was the only way they offered and when I declined directives were given for them to ignore me by their ceo. It’s their way or no way and their way is not reasonable and ethical, and the evasion of proper communication, fairness and accountability has been very disappointing to experience.

Samanthadivin responded

I purchased a vehicle from her through BCS Toyota, for my child, under the impression it was safe and thoroughly inspected. We chose to purchase from a dealership over the marketplace so we could rely on a 'clean' inspection report provided by the dealership and show support to a friend. Our salesperson explicitly claimed the vehicle had a clean inspection. The inspection report provided by the dealership appeared to be good on paper. Unfortunately, this was entirely misrepresented. A closer look by a multiple other mechanic shops revealed that the vehicle actually had an inspection report that revealed various issues including safety issues that were omitted from the dealerships inspection report and a lot of rust was concealed by paint that they referred to in the car fax entry as rustproofing/undercoating which feels very manipulative. This entry among other entries was misleading. On top of the safety hazards, the vehicle was significantly overpriced. When brought to her attention our salesperson told us that the person who priced the car didn’t ever see the car. This completely unacceptable situation should have been resolved fairly but was not. At the first mention of these serious issues I was told by the service manager to reach out to my salesperson. Red flag. It was made difficult from the start of my advocating efforts with BCS Toyota to have the matter addressed fairly and through more discoveries I would learn that my initial attempt when bringing it back was not met with complete fairness and transparency and would require that I communicate this to my sales person and the dealership too. They fixed a few things that were omitted and misrepresented and described this to be a good faith action and even suggested I was lucky I wasn’t charged for it. They also described in writing having done things that have been proven to me were not done. I was charged in the serious overpricing of the misrepresented car. When the car was brought back to them for a chance to make things truly right they listed things they claimed to have done like a brake fluid flush and replacement as part of their service and made an entry in the data reporting system indicating they did this service and others. It has been proven since that they did not flush and replace the brake fluids as documented. On August 19, 2026 the vehicle had to be brought back to a mechanic because the air conditioner is not working and at that point I had the brake fluid fluids flushed and replaced. There are photos that have been provided before today and more photos taken yesterday that prove the difference between done and not done. They have completely severed my trust and when given a chance to make things right they severed it further. The ac isn’t working right and therefore the car cannot be driven in this heat now because I can’t afford these back to back to back repairs. The discoveries made were revealed to us by a separate mechanic from them. They should be trustworthy and willing to admit fault when presented with clear evidence they’ve been provided with multiple times. Since making these discoveries they offered for me to bring the car back again for what they refer to as a courtesy inspection. Their prior negligence broke trust and created safety risks, making any further inspections by them unacceptable. They refer to evidence/proof that I’ve provided as allegations and the group evades all of my communication efforts. They responded to my review with misleading words that describe intentions to provide a fair resolution, but haven’t said a word to me since responding to the platform review and ignore all of my email efforts to communicate and my questions too.. Shortly after bringing these critical safety, misrepresentations, and pricing issues to the salesperson (Haley)’s attention, communication stopped completely. I learned the ceo/management directed the staff to ignore my attempts to advocate and resolve the situation. My salesperson should have sought oversight from Toyota and Purdy group leaders when given unreasonable, unethical, un-expert like directives to ignore and completely neglect her customers and friends, which fails to adhere to the Toyota way and the Purdy group and Toyota core values. It fails to adhere to good morals. Industry standards. Selling an unsafe, unreliable, money pit of a vehicle to a teenager and then excusing yourself for evading proper communication and accountability with the customer and your group when it’s been brought to you and your groups attention, is completely unacceptable. Putting a dangerous car on the road endangers the driver and others. Buyers beware. A salesperson and dealership are responsible for honest communication. If they mislead you or hide facts, they should fix the issues presented to them fairly. In addition to the list of problems we noticed a large gash in the tire after the car was delivered that we showed Haley in the photos from upon delivery where there is a big gash in the tire that we discovered it and we made her aware, yet nothing was done about that either. No care shown to her duty as a friend and salesperson which unfortunately too has severed my trust with both dealership and salesperson. A CEO telling staff to ignore a customer does not excuse poor service. Recognition by awards granted to their staff should reflect the day-to-day reality of the customer experience… When a recent award honors a salesperson for expert level care and honesty while they are actively distressing an unresolved matter further with evasive conduct by ignoring clients and avoiding responsibility, the system fails. Awards must reflect true daily excellence and real customer experiences and while neglecting her duty to her friends and customers she’s accepting awards. The hypocrisy I’ve witnessed is upsetting. The lack of fair resolution communicated is nonsense. The award praises, reliability, care and transparency, while our actual experience has been full of transparency lacking poor communication and neglect. Insulting. Rewarding bad habits teaches staff that image matters more than real work and effort. False advertisement occurs when companies promote an image of fairness, expert conduct, or high ethics that does not match reality. Also when a vehicles condition is misrepresented. When leaders reward employees who are actively dropping the ball, they send a clear signal that image matters more than real results. When a car dealer and salesperson ignores proof that a car is overpriced and unreliable, they are not being fair or transparent. Their nice words in ads and awards given are words used to get your trust. In our case very misleading and so unfair. Their actions have proven trust severing. The fancy use of words in advertising does not mean the dealer and salesperson will act fairly and honestly with care and accountability. In our case our salesperson was our so called friend. Unfortunately she didn’t honor her duty as a friend and salesperson and see us through to a fair resolution like a true friend and seasoned professional/expert should and would turn a bad experience into a fair and honest result. She seemed just fine with the relief of duty that came from unfair directives given to ignore me. So shocking and unacceptable. The lack of consistent professional reliability is disappointing. They engaged during favorable conditions, but withdrew and avoided responsibility instead of demonstrating fairness with actions. We advise caution before engaging them for business. * Our experience shows a pattern of evasive disengagement and a lack of respectful follow-through during difficult times by the entire group which is not considered expert like conduct from a “seasoned professional” or from a group that proclaims fairness and transparency as priorities while ignoring and distressing matters further. Again I feel a need to repeat. Buyers Beware!!!!