- Report: #226376
Complaint Review: Oxmoor Toyota; Toyota Of Oxmoor - Louisville Kentucky
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Oxmoor Toyota; Toyota Of Oxmoor
8107 Shelbyville Rd. Louisville, 40222 Kentucky, U.S.A.
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502-426-1200
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Oxmoor Toyota; Toyota Of Oxmoor; Sold me a LEMON and refuses to make it right! ripoff Louisville Kentucky
*Author of original report: I followed first step today with unsatisfactory results
*Author of original report: Local competitors are clean
*Author of original report: Step two bring results
*Author of original report: Oxmoor Settles in a timely manner
*Consumer Comment: I love it!
*Consumer Suggestion: Check you state laws and rules
*Author of original report: Sir, you are mistaken & we will not apologize for ensuring the safety of our family!
*Author of original report: It has been settled
*Author of original report: Important New Information
*Author of original report: Finally We Have Closure
Despite being repeat customers, Oxmoor Toyota in Louisville sold me a LEMON and refuses to correct the situation! On October 14, 2006 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, 2006. 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.
Click here to read other Rip Off Reports on Toyota Dealers and Products
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, 2006. 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.
Click here to read other Rip Off Reports on Toyota Dealers and Products
10 Updates & Rebuttals
Kevin
Louisville,Kentucky,
U.S.A.
Finally We Have Closure
#2Author of original report
Sat, February 24, 2007
Well, Gail did get back with me. She contacted the DMV and found out the progress of the title. She said it would be here this week and it came yesterday. I have everything now and I can finally say with certainty "it's done!!!"
Kevin
Louisville,Kentucky,
U.S.A.
Important New Information
#3Author of original report
Sun, February 11, 2007
I need to update this report due to the fact that I found out I got pooped on by Oxmoor Toyota again. For starters, it has been almost 2 months and I still do not have my title. I have called and spoken with Gail in their title department and she keeps promising that she put rush on the title. She promised a couple of times to call me back later that day and I never heard from her (imagine that). I guess I'll have to drop my responsibilities and walk them through that also. I'm really fed up and not happy. The latest information I have found out made me completely furious. They put the wrong anti theft code card for the stereo in the glove box. My battery died today and when the battery dies you have to put the code into the system in order to be able to use your stereo (otherwise it remains locked up and can be expensive to get the code from Honda). Luckily for me, I keep exceptional records. I had the other card in a file at home. The card they gave me looked like it was from about 10 years ago and looked nothing like the one that goes with my car. Was this a mistake on their part? Read all the reports about them and you tell me what you think. I know what I think. I have the anti-theft card because I kept one. I don't have my title. I will post as soon as I get it. I hope it's this decade. The consumer deserves to know and I signed an agreement with Oxmoor Toyota that I would update this website with accurate information. I am a man of my word.
Kevin
Louisville,Kentucky,
U.S.A.
It has been settled
#4Author of original report
Fri, January 19, 2007
John, My wife posted the above listing. I feel I should respond to your posting myself. I am happy with the settlement I have received. The issues I had with Oxmoor have been resolved. I wrote that in my final post. I never pursued any goverment action so I don't really understand a government worker posting here. Please note once more, MY ISSUES WITH OXMOOR TOYOTA HAVE BEEN RESOLVED. No further discussion is needed. Thank you for your thoughts. Life is short. Let's let bygones be bygones. I'm done.
Kevin
Louisville,Kentucky,
U.S.A.
Sir, you are mistaken & we will not apologize for ensuring the safety of our family!
#5Author of original report
Thu, January 18, 2007
Dear "John," If you will re-read the entire report, you will note that we did not claim to have the "Kentucky Lemon Law" on our side - as referred to by you. We had not intentions of taking this to court, nor would we pursue that venue. Rather, it was tried in the court of public opinion! We simply claimed we were sold a "lemon," in which case the word was used as a descriptive noun as worded by Webster's Dictionary as "slang, an automobile that proves to be defective or unsastifactory." Case in point!!!!
John
Lousville,Kentucky,
U.S.A.
Check you state laws and rules
#6Consumer Suggestion
Thu, January 18, 2007
You are incorrectly categorizing this vehicle as a "LEMON". Do your homework. Please review Kentucky Revised Statute 367.841 for the true definition of a lemon vehicle. You will see it states "new or leased vehicle" and mechanical problems must occurr within the first 12 months/12k miles of vehicle life. Therefore, you did not have a lemon and no state or government agency would have helped you with this had you tried to pursue it. Also, Kentucky Revised Statute 367.844 protects dealers against any lemon law liability. You biggest mistake was not having the vehicle independently checked out prior to purchase. YOUR FAULT! BAD CONSUMER DECISION! If anything, I believe you owe Mr. John Barrera and Oxmoor Toyota an apology for the ridiculous behavior you exhibited, I would compare it to a 2 year old having a tantrum! Them working with you shows they are a customer first organization. It would have been easy for them to say "screw you" and not help you. I work for a state agency and dislike consumers who waste our time with lemon law complaints that really are not! Our state would be much better serving citizens with crediable issues!
Dick
Mankato,Minnesota,
U.S.A.
I love it!
#7Consumer Comment
Sat, December 23, 2006
They messed with the wrong one this time. Bravo to you, sir.
Kevin
Louisville,Kentucky,
U.S.A.
Oxmoor Settles in a timely manner
#8Author of original report
Sat, December 23, 2006
At last we have come to a mutually beneficial conclusion. Oxmoor Toyota came through on their promise. I got my original trade and they took the Passport back. I am completely satisfied with this arrangement.
Kevin
Louisville,Kentucky,
U.S.A.
Step two bring results
#9Author of original report
Fri, December 22, 2006
Today I faxed copies of my updated Rip Off Report to the fax numbers I had available to me at the dealership. I also informed them via fax coverletter of my intentions since no one would engage me personally. I gave them until 6:00 PM today to have a solution that satisfies me or I would be moving to step three (passing out brochures to neighboring businesses and anyone else who would take one). I began recruiting for Saturdays picket line and had recruited two and possibly three friends to go with me. I told them I would definitely pay them for one hour no matter if we were only there a minute and I would pay them $20 an hour. I told them that as a part of my negotiations I would be asking for $200 per hour per picketer and if I got it, they would get it. No one wanted any money anyway after hearing the situation. After working to prepare for the coming steps and sending another fax to the dealership, I finally received a phone call from John Barrera, the General Manager around 4:00 PM. He was extremely nice and wanted to know if there were any cars in the used car lot that I thought I might like to have. I told him that I really did not trust a car from the lot. He then asked what would it take to settle this. I told him that my original request was to trade back. I give them the Passport and they give me the Accord. I would pay what they had paid to pay it off minus the $500 I put down on the Passport and the $263 I paid for the original repair. He agreed and said we would do the deal tomorrow at 4:00 PM. I was supposed to receive a call with the payoff amount from another manager, Charles Hansen. Charles did call and got my voicemail. He did not leave the payoff, but asked that I call him back. I did. He was in a meeting. I left a message to have him call again. When he didn't, I tried again and he was gone. I will figure the payoff myself at this point and they'll like it (so what if I'm off a few dollars, I think I deserve it). The deal is not done. I only have a verbal. I like to be able to take people's word on things, but I've been around long enough to be cautious. I will report tomorrow with the final deal. If they do what they say, I will let you know. If not, I will go ahead with picketing on Saturday (my buddies are ready to go). I will report either way.
Kevin
Louisville,Kentucky,
U.S.A.
Local competitors are clean
#10Author of original report
Thu, December 21, 2006
I thought I might try a little experiment. I looked at the BBB reports on Toyota of Louisville and Greentree Toyota (Oxmoor Toyota's two main competitors in this region) and both have a clean BBB record. Toyota of Louisville has one complaint (minor) on the Bad Business Bureau and Greentree has none. Looks like I know where I'll buy my wife a new Sienna.
Kevin
Louisville,Kentucky,
U.S.A.
I followed first step today with unsatisfactory results
#11Author of original report
Thu, December 21, 2006
I found today that Oxmoor Toyota has an unsatisfactory rating with the BBB. See the copied report below. Oxmoor Toyota 8107 Shelbyville Road Louisville, KY 40222 Original Business Start Date: 09/28/89 Principal: Del Farmer, General Manager Customer Contact: Jean Brown, General Counsel Phone Number: 502-426-1200 Fax Number: 502-329-4983 Membership Status: This company is not a BBB member Type of Business: Auto Dealers-New Cars Additional Business Names: Farmer Automotive Group, Inc. Oxmoor Auto, Inc. Oxmoor Hyundai Oxmoor Mazda Oxmoor Motorsport CUSTOMER EXPERIENCE Based on BBB files, this company has an unsatisfactory record with the Bureau due to unresolved complaint(s). During our three-year reporting period, the Bureau has received customer complaints against this company. Some complaints concern the company's sales or marketing practices; some complaints have concerned vehicle repair or workmanship issues. The company has been responsive to complaints brought to its attention by either making adjustments or offering an explanation of its actions. They also have 9 complaints through the Bad Business Bureau (see www.badbusinessbureau.com). Under "Company or Individual" enter "Oxmoor Toyota" and read until your heart is content - or burdened!!! Today I took the first steps recommended by the Rip Off Report. I faxed John Barrera (the General Manager) my report multiple times. I tried contacting John and the owner, Del Farmer, but neither was available. I left a message with Del's secretary to have him call me on my cell phone. I notified her that I would be sending a copy of this report on how I have been treated and she promised to put them on his desk. I did not hear from Del or John the entire day. I did add a little flair to this step. I wrote "Ask about my lemon from Oxmoor Toyota" on my two working vehicles and we proudly displayed them everywhere we went. At the end of the day having not heard from anyone from the dealership (surprise, surprise) we decided to drive in rush hour traffic back and forth in front of the dealership. I drove into the dealership and made a couple of rounds. I was confronted by John Barrera, Charles Hansen, Joe Conwill and a couple of others. After much fruitless banter and repeated assaults on my character, we parted ways. In their alpha male style told me that they were doing me a favor by even considering a trade or repairing my vehicle. "You bought it 'as is' with no warranty", they said. Oh, but they don't get it. A vehicle is a legal liability when it has no brakes (per their own service technicians). They also told me that they were trying to help me out of "the kindness of their hearts" and that I was "acting out of character" and "being unreasonable." I calmly informed them that when someone is trying to "help" you, they return phone calls. In response to me being out of character, I simply told them that desperate times call for desperate measures. They tried encouraging me to take them to court, but I informed them that I had not intentions of going to court; rather, I would be trying this case in the court of public opinion (they'll fully understand this if/when we get to steps 3 and 4). I was threatened and told I would be arrested. I told them that the police officer was readily available at the entrance of the dealership and I would wait while they got him. After repeated threats to get him, no one actually followed through. The tone of the conversation was that I needed to be happy with whatever they decided they would do for me (which might be nothing at this point because of my actions today). They informed that I was in no position to negotiate. That remains to be seen. When I told John that I had already reported them to the Attorney General, the Wave3 Troubleshooter, the Bad Business Bureau, the Courier Journal's "Lemme DoIt," our personal attorney and the BBB, I was told that he did not care because they would have to get "45 ticks against them before they would receive a bad rating." See the pasted copy of their BBB report above (they must have gotten more than "45 ticks")! I am uncovering vast amounts of undesireable information as I delve further into this dealerships' business practices. At least I know it's not just me. It seems to be a rather large number of people they do business with. Tomorrow is phase two. I will notify them that I will passing out this report to neighboring businesses up and down Shelbyville Road, friends, and coworkers on Friday, and informing them of this website and the numerous complaints filed against them at this site if they do not come up with a solution that satisfies me before 4pm today, Thursday, December 22, 2006. It's looking like I might get to picket with friends on Saturday.
