Despite being repeat customers, Oxmoor Toyota in Louisville sold me a LEMON and refuses to correct the situation! On October 14 I traded a 2003 Honda Accord EX in for a 2000 Honda Passport in order to get rid of a car payment. They paid off my car and I got a vehicle with no payment (or so I thought).
Before the documents were signed, I attempted to make an appointment with an outside dealership for an inspection of the car I was considering purchasing. I couldn't get an appointment for three days, so I told my salesperson I would wait until we had an outside inspection by an unbiased party.
Upon hearing this, I was told that the Passport was given a 60 point inspection (you tell me what you think after reading this). Toyota claimed that by law & because of their reputation as Toyota that they were not allowed to sell a vehicle that was unsafe or did not pass their high safety standards. We were told it would be a waste of our money to have an outside inspection they had already performed one. We were also told by Lakin, our sales person that it would have a full tank of gas and it was on empty!
After having sat the entire next day (Sunday), I drove it to work Monday, October 16. The check engine light came on & the vehicle was jerking as I was driving. I immediately took it to Oxmoor Toyota and was told by a manager, Charles Hansen, that it was mine and it was my problem. They performed a diagnostic and concluded that the EGR valve and gasket needed to be replaced. I was told that I would have to pay $520 for parts & labor.
After a heated discussion, Charles agreed to pay for half of the bill (how generous!).
While waiting for the parts to arrive, I noticed that the brakes were scraping against the rotors. At this point, I had driven the vehicle less than 50 miles! I informed Charles of this when I brought it back to the dealership for the original repair. Charles promised to fix this at no cost to me, if in fact it was a safety issue. I was told by the technician that the brakes were gone and definitely needed replacing immediately, but that Charles had ordered him not to sink another dime into this vehicle.
Consequently, I reported them to the Better Business Bureau. Suddenly, they became very cooperative and replaced all four brakes, the rear rotors, ground down the front rotors, and put new bearings and seals on the front with no charge to me (some 60 point inspection!). Seems as if they have a liability, credibility & integrity issue with this vehicle! I wonder if this is standard for their business?!
Several weeks later (I had purchased a Corolla and had been driving it to work), I drove the car for the first time after the repair with my three year old daughter in tow. It started jerking again. I stopped at a light in a not-so-safe area of town at dawn and the Passport stalled (died on the side of the road!). I finally managed to get it started and once again, I took the vehicle back to Oxmoor Toyota.
This time I was directed to the General Manager, John Barrera. He took the key and assured me that they would take care of the problem and that they wanted us to be thoroughly satisfied because they valued our future business. They wanted me to drive with their Master Mechanic and show him what I was talking about. I came back the next business day and drove with the mechanic. While he was in the car, the check engine light came on again. They ran a diagnostic, found that it was a faulty air flow sensor and throttle positioning sensor and repaired the problem at no cost to me.
The next business day after getting it home from the repairs, I drove the Passport and it started the jerking again. I called the service center while this was happening (I'm getting to know everyone on a first name basis at this point) and told him of the situation. While I was talking to him, the check engine light came on yet again. They said they did not know what to do at this point. They said I would probably have to speak with the sales side to make sure that any other repairs would be covered by the dealership.
Later that day, the car stalled (died while driving). Fortunately, I was able to pull into a parking lot rather quickly. At this point I am beyond furious. For a little background For several years, our entire family has been using the service center across the street. We trust them with the safety of our vehicle and therefore, with the lives of our family. Keep in mind all of our problems are coming from the Oxmoor Toyota SALES side of the street!
If the service center which we fully trust - cannot fix it after four attempts, obviously, there's a mechanical problem! At this point, I am convinced it's a lemon and they knew it when they sold it to me.
I immediately took the car to the dealership and spoke to the sales manager, Joe Conwill. I left the vehicle with them, my wife came to pick me up, and he assured me that John Barrera would be notified and he would call me the following business day. He never called. I tried several times to reach him, even leaving him message, but never heard back.
After work I stopped in and found John Barrera. I told him that at this point the only thing that would satisfy me would be to trade back for my Honda Accord (which was still on the lot at this time) and I would pay him the payoff minus the $500 I paid down on the Passport and the $263 I spent on repairs. He said he would have to check with Scott Terry, the Used Car Manager, and see what they had invested. I asked repeatedly if he would take my car off the lot and hold it. He promised each time that he would.
This was Friday. John put my card in his pocket and told me I was top priority. He said he would call me first thing Monday morning. When I did not hear from him by noon on Monday, I called the dealership. I kept getting the run around (as I have every time I have called). Late in the afternoon, the Sales Manager, Joe Conwill (not the General Manager) called me to tell me what they were willing to do. They would not trade me back for the Accord, but would give me a car of equivalent value from the used car lot.
I told him that I was tired of dealing with a different person every time I called and I wanted to deal with the General Manager as I had been promised. He said he would see what he could do. That evening, I returned to the dealership. I was told that John Barrera, the General Manager was not there (despite the fact that we saw him out on the lot) and Joseph Conwill told me he would be dealing with me from that point on. He said he had been handed our file from John Barrera, the same General Manager who said we were his top priority on Friday. He would not budge on trading back for my car.
As a matter of fact, my Accord was no longer on the lot (after having been promised they would hold it). He told me my only option would be to choose from a few cars he selected for me that were comparable to the Passport (I'm scared of anything comparable to the Passport coming from Oxmoor Toyota)! I told him that this was not a fair deal due to the fact that I had negotiated the price of the Passport down significantly from what was on the sticker. He said he would do his best and call me with some options by 10am the next day.
Once again, I have an empty promise. Later that afternoon after not hearing from Joseph, I went back to the dealership and told him my final acceptable offer. I want a full refund for the Passport plus the $263 I paid for the original repair. He said that was not an option and he still had not located any comparable vehicles. I told him I was sorry to hear that and I would be escalating this process.
Why in the world would I trust them to provide me with a second used car? The first car they sold me was a LEMON as well as unsafe. I am thoroughly disgusted with the Sales Management at Oxmoor Toyota. We have been treated unethically in this situation. Although we have purchased multiple cars from this location, we will never buy another vehicle from them & urge othersBUYER BEWARE OF OXMOOR TOYOTA!
Kevin
Louisville, Kentucky
U.S.A.
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