Buyer beware snow tires not all seasons
Hello all
My husband and I just bought a used Venza on Sat April 7 2013. We purposely sought out a Toyota dealership to make this purchase as Toyota always advertise purchase from a Toyota dealership.
On the 11th we picked up our vehicle and my husband noticed that it only had snow tires on it. We mention this to our sales Representative and informed him we were not aware of this on the Sat. Before singing off and handing over our $6000.00 down payment we had him document this on our purchase agreement. My husband was instructed to contact the sales manager of the used car department the following day.
This is where this whole process took a nose dive. The sales manager in my opinion was completely unprofessional. His comment to my husband was and I quote.... Buyer beware ! What??? He went on to inform my husband that he checked with your other owned Toyota lots and they all told him he was not obligated to provided all season tires on any vehicle they...
Hello all
My husband and I just bought a used Venza on Sat April 7 2013. We purposely sought out a Toyota dealership to make this purchase as Toyota always advertise purchase from a Toyota dealership.
On the 11th we picked up our vehicle and my husband noticed that it only had snow tires on it. We mention this to our sales Representative and informed him we were not aware of this on the Sat. Before singing off and handing over our $6000.00 down payment we had him document this on our purchase agreement. My husband was instructed to contact the sales manager of the used car department the following day.
This is where this whole process took a nose dive. The sales manager in my opinion was completely unprofessional. His comment to my husband was and I quote.... Buyer beware ! What??? He went on to inform my husband that he checked with your other owned Toyota lots and they all told him he was not obligated to provided all season tires on any vehicle they sell. My husband pointed out to him that no where in the vehicle specs did it mention snow tires nor when we were handed the 1 year full warranty on tires did it mention snow tires and as previously said we clearly stated on the night of making our deposit that the purchase was dependent on all seasons tires. Thank goodness we had our sales representative document this because as the manager so clearly and harshly pointed out this was the only reason why there were going to replace the snow tires with all seasons. Ironically on the day of purchase our sales man made a point of asking us to refer friends and family. Hmmm!! so far its not looking to good....Buyer beware
Kim Moors
Comments
Thank you for taking the time to provide your comments. When you purchased your Venza they had winter tires on them as the those were the tires on the vehicle when we purchased them. If we had purchased all season tires, the price of your vehicle would have been higher. As this is a used vehicle the specifications you are referring to are based on the individual vehicle. To reinforce this point, I would explain that we do not indicate the number of stone chips on the hood of each used vehicle (if there are any).
The one year tire AND rim hazard warranty on your vehicle covers any tires and rims you choose to put on the vehicle. That means if you have both all season and winter tires for the vehicle, both would be covered. This was provided to you at no charge. It is one of the benefits of purchasing a used vehicle from our store.
What this comes down to is a miscommunication or lack of communication by your sales representative, which is very unfortunate.
Upper James Toyota is a family owned and operated business and we are very active in our community. Our reputation means everything to me (and all of our team members). I assure you we will make things right. You will receive a call early next week from our General Manager, Tony Palumbo. I hope you will feel things are taken care of to your satisfaction and consider taking another moment to provide your feedback again on this site.
Thank you for choosing Upper James Toyota.
We live to serve.
Ilya Pinassi
VP Operations
ipinassi@parkwaymotors.ca
I appreciate your quick response but I am getting the feeling that you missed my point.
First let me re-state that the issue was with your Sales Managers response. The BUYER BEWARE comment does not leave one with a warm fuzzy feeling....24hrs had not even passed since purchasing our vehicle.
Secondly we selected the car on a Saturday and your Sales manager acknowledged that a walk around was not preformed.
Our sales man was very professional but I am getting the impression that he's being targeted. Again let me state it was the attitude and response of the SALES MANAGER that made this purchasing process unpleasant.
We selected a Toyota dealership because we wanted peace of mind....not a buyer's beware philosophy. Toyota it's self advertises this
"A Toyota Certified Used Vehicle is, first and foremost, a Toyota. From a meticulous 127-point inspection to a free tank of gas, a Toyota Certified Used Vehicle will provide you with unrivaled peace of mind and years of satisfaction."
My husband and I do respect the fact that you will be replacing the snow tires...but again we did get this in writing prior to making a total deposit and although it has been a cold spring we did not purchase this vehicle in the winter.
Over the past several days I have contacted several other Toyota dealerships in the G.T.A and so far all have stated that "all seasons" are standard practice and in the event that they were not included the costumer would be informed up front!!!! Especially considering it is no longer the winter.
We are not being unreasonable and we don't expect brand new tires, just a decent set of all seasons that are certifiable in exchange for the snow tires. My suggestion is that instead of your manager taking a CONFRONTATIONAL,BUYER BEWARE approach he should have discussed this matter in a way that was respectful towards the customer.
Regards
Kim Moors
And for the record paint chips although not pretty will not effect a vehicles safety or performance when driving in the summer.....snow tires will!!!!
Mrs. Moors,
Thank you for taking the time to further explain your position. You are right, I did misunderstand the primary concern of your original post. I am sorry for my misunderstanding. By the end of the day today, you should hear from our General Manager who will reach out to you in order to make things right. I do hope this provides satisfactory resolution and put us back on the road of being able to earn your trust.
I also want to apologize for the reaction you indicated you received from our Used Vehicle Sales Manager. While I can't account for his reaction to your concern, I can state with certainty that his client satisfaction scores are often very high so I do hope you'll give us another chance.
Do feel free to reach out to me personally, should you require any further assistance as we're a family owned and operated dealership and I take great pride ensuring client satisfaction.
Sincerely,
Ilya Pinassi
VP Operations
ipinassi@parkwaymotors.ca
I am pleased that as of April 15, 2013 we were able to satisfy the Moors by offering a set of all season tires in exchange for the snows.
A thank you to the Moors for their patience and we hope we have earned a repeat customer.
Tony Palumbo
General Manager