Complaint Review: Karl malone Toyota

I went in to Karl Malone Toyota, in Sandy, Utah, on December 24, 2001. The salesman?s name with whom I dealt with was Shane. I had a trade-in, which was a truck also leased through Karl Malone, the previous year. During the process of the deal, Shane called to get a pay-off for the trade?in. It was Christmas Eve and he was unable to obtain an accurate pay-off. He then took the original lease papers from the trade-in and calculated the pay-off amount.

We spoke about not having an accurate pay-off and I told him I could come back after Christmas. He assured me that it was no problem that he over estimated the figure and I should receive a check back because of this. We continued with the purchase of the other vehicle. After finishing the financial and payment part of the new deal, he brought me a sheet of paper to sign, agreeing to the pay-off.

I told him I did not want to sign this with out really knowing for sure because I didn?t have extra money just lying around if it were wrong. He then not only assured me that he over estimated the calculations for the pay-off, but also that his manager looked at all the paper work and it all checked out fine. I unfortunately took his word and signed the paper. I called everyday after Christmas through the end of the week to check on the accuracy of his estimate. He assured me each time we spoke that everything was fine, his manager checked the numbers too, and if anything were wrong they would have called by now.

On or around January 3, 2002, over a week later, I received a phone call from the finance department telling me I owed Karl Malone Toyota an additional $800 because the payoff amount was wrong. I explained the situation from the previous week and he said he would find out some information and get back to me. I then received a phone call from a man named Danny.

Danny helped work some of the deal from the week before, and I explained again what was said to me, by Shane. He said he would look into it and then call back. When he called me back, He informed me that they would have Shane split the amount with me because of how the deal was done. I obviously was not completely relieved to hear this either. I, like most people do not just have that kind of money sitting in my back pocket (especially right after Christmas). I expressed this to Danny and he made the crude remark of ? You?re telling me that your husband makes x amount of dollars and you can?t afford $400, come on..) First of all, our income and how we spend it is none of his business, nor should he even have that information to be using at his disposal?he is not in the finance department!!

Danny and I then worked out that I would bring the check for the $400 in by Monday. I asked Danny who the manager was that dealt with Shane on the day I bought the car and he told me it was Brandon Scott. This man is the reason for my complaint. When I called him, he already knew the situation. He was rude, insulting and completely unprofessional. My main reason for calling was just a customer service issue. I had already made arrangements to pay the additional $400. He basically said that I was irresponsible and told me he didn't really care about all this, just about when I was going to pay HIM what I owed him. I continued to express my disappointment with the way things were done and he went on to say, well fine, then I will just fire the guy.

Will that make you happy? He also informed me that during the deal he did not agree with Shane on the pay-off and that he told him it would be higher, which only shows me that I was lied to either way by one of them. I later called there customer service department and spoke to Amy Hinds. She apologized for the situation and the rudeness of the manager. As poor as the service at this dealership already is, it still gets better. I called the day I bought the new vehicle when I returned home, because we forgot our hands free wireless set-up in the trade in truck. Shane had already gone home, so I left a message for him because we were leaving to go out of town the next day. The message was detailed about the hands free set.

On the 27th of December I called the finance department of Karl Malone Toyota, because we had driven to Boise, Idaho to visit family and this is where our credit union is. I was attempting to finance the vehicle through our credit union and was told that the title had already been turned over to Zions Bank. This was fine, except, since then I have been in contact repeatedly with Zions bank. Only recently, were they able to obtain the information for my loan. After having them look into it, the information was actually not turned over until January 14.

So again I was lied to. When I went in to pay the additional $400, I spoke to Shane again about the hands free set and asked if I could pick it up. He seemed somewhat dumbfounded by the question, but went looking for the truck. When he returned he told me it had already been sold to a friend of one of the dealers. He apologized and said he would call him and get it back for us. Shane never did call me back. I placed at least five messages for him that week and he still never called back. I finally reached him and he said he was unable to locate the truck. He called me later that afternoon and said he found it and asked about what pieces we needed back. He told my husband and I that he would have it for us that Friday.

I then received a call from Amy Hinds in the customer service department, telling us that it would now cost us an additional $70 to have it removed. I explained we could do it ourselves. She said, since they already sold the vehicle it would have to be done by them. By the time this conversation took place I was so disgusted with the practices of this dealership that I said forget it.

Michelle
Riverton, Utah
U.S.A.

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