ComplaintsforSummit Toyota of Akron

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted a certain model and color interior and exterior. So I thought they were ordering a car for me. Call Toyota to cancel order and was told no car was ordered. Call dealer and they told me upfront that they do dealer trade, and two people were ahead of me (never told me this) nobody is going to trade for this configuration, they did say 4 to 6 months (which most normal person would consider build time) no where on contract does it say we do dealer trade and you’ll notice no notice on delivery, if you look at there reviews for this dealership they done this to other people keeping people’s deposit and not doing anything for the money I have included the contract

  Business response

  04/30/2024

  Thank you for giving us the opportunity to respond to Mr. ******.

  Mr. ****** gave us a deposit to secure his place in line on our waitlist for vehicles. As Mr. ****** understood the deposit was non-refundable when he gave it. He signed two documents agreeing to the policy. One of the documents is a few short paragraphs that explains the deposit is non-refundable and the current wait time for the vehicle he was searching for. There is no fine print, details missed in massive amount of reading, plane and simple transparency. This was agreed to by Mr. ******. 

  Deposits are a financial commitment for the customer to be allowed entry into the waitlist. We do this for many reasons most importantly customers can affect other customers wait times. In other words we use our resources to procure your requested vehicle before the next in line, you end up purchasing elsewhere, you make the person in line behind you wait longer. This is just one example. You do not enter the waitlist without agreeing to its terms. 

  Though we make it clear we will try all means available to obtain the vehicle, we are not sure the relevancy of the 'not being told about dealer trades' statement. We went to work to obtain the vehicle for him, we set expectations of timeframe and Mr. ****** purchased a vehicle elsewhere in a fraction of that timeframe. Once this was apparent he was removed from the waitlist and his deposit was lost, as agreed.  Mr. ****** agreed in writing that he would lose his deposit should he not take delivery of the vehicle.

  Unfortunately, yes, there are other negative reviews referencing situations like Mr. ****** on our google review page. He is not the first person to be okay with a policy until they are not. To agree to terms of a relationship and then break those terms and not be okay with the agreed upon penalty made clear at the onset of the relationship.

  It is unfortunate that we are subject to portions of the public that feel they are entitled to not be held to the terms of an agreement. And when they are feel threatening (and then following through) bad reviews to try and get their way. As unfortunate as it is, we stand by our policies as they are transparent and upfront. We also do not see it fair to those that understand the terms of the agreement, break it, but accept the penalties because they agreed to them. 

   

  Business response

  05/11/2024

  Mr. ****** opened a case with the Ohio Attorney Generals office. We were able to reply to his complaint with them, with recorded phone calls of us going out of our way to be transparent about the policy. He listened to them with the AUTOCAP (AG's consumer protection folks).and subsequently removed his complaint and closed the issue.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here's the corrected version of your sentence: "Seven months ago, I visited the Toyota website and entered my zip code. The website suggested Summit Toyota dealership for buying a new car. I went there and talked with them. They told me that in order to ensure my commitment to purchasing the car, I needed to deposit $500. I accepted and made the deposit. According to the agreement, if the dealership couldn't find a car within the next 6 months, the $500 would be refundable. It has now been more than 7 months, and every time I call my agent, he either doesn't respond or says they are still considering it. Last time he mentioned that they couldn't refund the money unless I had paperwork stating so. I informed him that I did have the paperwork in my car, and he said he would check with the manager. A week later, I texted him, and he said the manager had decided to find a car for me instead of refunding the money. I explained that I no longer needed the car and wanted my money back. He said they would think about it. Since last week, they haven't contacted me or answered my calls. I NEED my money back."

  Business response

  03/16/2024

  Thank you for the opportunity to respond to the complaint.
  
  I have reviewed Mr. *******’s file and his complaint. The documents that MR. ******* uploaded along with the complaint appear to match our records.
  Mr. *******’s complaint is accurate except for the “if the dealership couldn't find a car within the next 6 months, the $500 would be refundable” statement. As noted in the form he uploaded, the time to procure the vehicle was to be over six months. The form clearly states the current wait time is between “6 and + months”(clearly meaning ‘over’). The same form also does not guarantee a time of delivery, it only represents the current wait times. It does not say the wait time represents a ‘line in the sand’. As a matter of fact the forms true purpose it to make it clear and understood that the deposits are non-refundable.
  Mr. ******* also changed the vehicle of choice roughly a month after entering into the agreement. This would re-start any expectations of time as we had already spent a month trying to find an SE Camry and he switched to an XSE Camry. The initial purchase agreement clearly states SE Camry.
  Things were also complicated by Mr. ******* calling other dealers to locate his vehicle. This complicated things as dealers will not trade off a vehicle a customer is calling about. This subsequently made our job harder hindered our ability to exceed time expectations.
  Please take note, on his purchase agreement in the upper left of the form it is also noted the deposit is not refundable. Mr. ******* also initiated in that area agreeing to the terms.
  We elected early on during the inventory shortage to make deposits non-refundable. And go out of our way to make the policy clear. We had no desire to work to get vehicles for customers who continue shopping after entering an agreement (not charging that is the case here, only why the policy). Customers can also make the folks wait longer that are on the list behind them. For instance we work for your blue Camry and you buy somewhere else, the time was wasted not working on the white Camry the customer behind you wants.
  
  In closing, we were/are very transparent about the policy and the consumer signs TWO documents acknowledging the policy. We cannot refund for one and not another. That could bring a slew of accusations as to why. I would also like to point out that the moment a customer requests their deposit all efforts to procure the vehicle cease. We are sorry things did not work out and wish Mr. ******* the best. 

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 8, 2023, I gave Summit Toyota a $500 deposit to order a specific vehicle. The agreement between the parties was that while it may take as much as 3-4 months the vehicle would become available. Should that vehicle not become available, my deposit would be returned. Should the vehicle become available in that time period, my deposit would be applied to the purchase or NOT returned if I changed my mind about making the purchase. The specific vehicle, a 2023 Toyota Corolla Hybrid LE (with LE Premium Package, Quick Charge Package, Door Edge Guards, Body Protection Package, & All Weather Liners) has not become available from this dealership as of this date (November 11, 2023). I reached out to the Sales Manager, **** *****, multiple times (leaving messages only on 9/16/23 & 11/9/23) and did not receive a response. I called again today, 11/11/23 and left a message with the receptionist. Within a few minutes, I received a call back from ** *******, the General Manager. Before he very rudely hung up on me, he told me that I was not going to get my money back because I had purchased a vehicle elsewhere. My purchase has nothing to do with whether or not they were able to secure the vehicle that I ordered. My deposit should be refunded as promised/agreed to by the salesman (and **** *****) on 4/8/23.

  Business response

  11/12/2023

  Hello,
  
  Thank you for the opportunity to respond to Mr. ******,
  
  I have attached the last conversation Mr. ****** and I had. I did end the call abruptly because Mr. ****** admits in the call that he had no intention on purchasing the vehicle. I found this extremely offensive, self serving  with disregard to those around him and dishonest. I had no desire to continue to communicate with such a person. I will go in better detail following this paragraph. Just as Mr. ****** states in the very complaint I am responding to, if he was not going to purchase the vehicle he requested he would not receive his deposit back. He states understanding this in his complaint and he signed two documents agreeing to it. The very fact that he files a complaint wherein he admits this and the goal of his complaint being to receive what he admits he is not owed, should bring cause to delete this from our BBB record. 
  Mr. ****** placed a deposit in April of 2023 with the expectations of waiting three to six months for the vehicle to arrive. On the 17th of May 2023 we are notified by Toyota he purchased a vehicle on the 12th of May. We reach out to Mr. ******  (he did not tell us he bought a vehicle which waisted an allocation that took place on the 15th of May) to see if the report was accurate and if he was purchasing a second vehicle above ours. He stated he was not purchasing a second vehicle (as he states in the recorded attached phone call), he had purchased the same vehicle at another Toyota dealership. We let him know he would be removed from the list, he argued being removed yet having no intention on purchasing the obtained vehicle. 
  We removed him from the list and moved on. 
  He contacts me six months later requesting his deposit. In that conversation he states that he is owed his deposit because he had been watching our website and we had not obtained the vehicle he was looking for. I asked again had we obtained it would he purchase it and he states "no". I asked him why would we continue efforts to obtain the vehicle we knew he had no intention of purchasing it?
  As you will hear in the phone call, not only did this customer expect us to put forth efforts to obtain the vehicle he had no intention purchasing, he has no remorse for using our efforts for him, thus causing the folks on the list to wait longer. 
  He states he was watching our website to see if we ever obtained the vehicle. He never contacted us one time, not one email or phone call about an impending vehicle. He made assumptions that all of our vehicles end up on our website. He didn't contact us as if he would motivate us to obtain a vehicle just to retain his deposit.
  The deposits we obtain are non-refundable for many reasons. What Mr. ****** was doing is one of them. He thinks that it is acceptable to waist our efforts and time and more importantly the time of the guests on the waitlist that have every intention on purchasing the vehicle we get for them.
  There is no middle ground here. What Mr. ****** has done and is trying to hang his hat on is morally and ethically wrong! His expectations are much as if he placed a deposit with an artist for a specific portrait. The artists goes to painting, but then he buys the painting from someone else. The first artists finds out and asks if he is going to purchase their painting. He says no- But I expect you to finish just to see if you do! This is not reasonable. 
  
  Please contact me with any further questions.
  
  ** *******

  Customer response

  11/16/2023

   I am rejecting this response because:
  
  Unlike the General Manager of Summit Toyota, I can disagree without name calling.
  The agreement that was entered into was for a specific vehicle, as noted in the initial complaint.  I was informed that it may take three to six months for that vehicle to arrive, if at all.  I was told that at that time, there were supply chain issues and the only hope of seeing the vehicle that I wanted was to put down a deposit and hope for the best.  (I did hear that from other dealers as well.)  I was told that dealerships could request specific vehicles in their allocation, but that Toyota Corporation was sending out whatever vehicles they sent and would not build a specific vehicle for a customer.  I was told that if the vehicle that I wanted did not arrive, that my deposit would be refunded.  If it did arrive, the deposit could be credited to the purchase but would not be refunded if a purchase was not made.
  Mr. *******’s statement in his rebuttal: “Mr. ****** placed a deposit in April of 2023 with the expectations of waiting three to six months for the vehicle to arrive.” was mostly true.  The statements regarding “wasted” allocations is in complete disagreement with statements made by the salesman and noted in the preceding paragraph.  The deposit was placed on a good faith understanding that Summit Toyota would do everything within their power to locate/obtain the vehicle that I was seeking.  (I finally noticed a Corolla Hybrid on their website on 6/21/23.  Others were visible on 7/11/23, 7/28/23, 8/13/23, and 9/11/23.  A vehicle that was close to the one that I was seeking finally appeared on the website on 10/19/23.  But they had apparently already decided that they were not planning to refund my deposit.)
  Mr. ******* and this dealership keeps great records of phone conversations.  They may or may not keep good records of electronic communication…  I’m not sure if management was aware of the email exchange that I had with the salesman prior to my purchase of a vehicle elsewhere…  That will be described here.
  I had been searching online and talking with Toyota Dealerships around Ohio and Eastern Pennsylvania for five-six months prior (including a visit to Summit Toyota in February of 2023) to the April 8th date when I finally bit the bullet and paid the $500 deposit.  There were a few 2023 Corolla Hybrids around, but there were none available at Summit Toyota.  Those others did not have the packages/accessories that I was seeking.  The salesman at Summit Toyota seemed honest and I believed that I would receive my deposit back if the requested vehicle did not find its way to Akron.  THAT HAS NOT HAPPENED.
  1st email communication: 
  At 11:31AM on April 13th, five days after making my deposit, I found a vehicle (an SE rather than an LE model) and wrote an email to the salesman: “Good Morning **** - A couple of questions for you because I forgot to ask... When do you generally receive your allocations?  Do those allocations include vehicles that are not yet built?  Also, I just received a VM from a dealership in Amhurst who claims to have an AWD Toyota Corolla SE in stock.  Just thought that I'd let you know.”  He responded promptly, at 12:03PM, with “Hello ******* - We get allocations twice a month. Those vehicles have not been built yet. I did not see a Corolla SE AWD in Amhurst that is not sold. They are starting to make some Corolla Hybrid AWD and I hope to get one as soon as possible.” 
  I highly doubt that the Amherst dealership would offer me a sold vehicle…
  2nd email communication: 
  On 4:57 PM on May 11th, after I had located a second vehicle that was in stock and available, I contacted the Summit Toyota salesman again.  This time, I did not tell him about available vehicle.  Instead, I simply requested a status update.  Specifically: “Hi **** - Any nibbles on the allocations??? Thanks.” He politely replied at 11:55 Am on April 12th with a note that simply said “No, nothing yet.  I will keep you posted.” 
  At that point, I called the other dealership and put a hold on the vehicle that was sitting on their lot.  The deal closed on May 13th.
  On May 17th, the salesman did contact me to ask if I had indeed made a purchase.  He was polite, but less than pleased and told me that he presumed that I lose my deposit.  I said that was inaccurate as the agreement required that the locate the agreed upon vehicle within the given time frame.   He didn’t say the words, but his tone/attitude made me question whether or not this was a good faith offer…
  I reached out to **** *****, the Sales Manager whose name was on the agreement on September 16, 2023 (2:23PM) regarding a refund of the deposit.  I left a voicemail on his line and did not receive a response.  I called a few more times after that but did not leave another message until November 9, 2023 (3:37PM) and again, I did not receive a return phone call.  Finally, I left a message with the receptionist on November 11, 2023 (12:08PM) as she indicated that she would pass along the message.  At 12:25 I received the previously mentioned (and recorded) phone call from the General Manager who had made up his mind…
  I find these practices to be incredibly deceitful.  
  

  Customer response

  11/24/2023

  Thank you for reviewing this complaint

  Business response

  11/27/2023

  To be clear there was no name calling, only a description of character or the lack there of. 

  Mr. ****** continues to admit he understood the deposit was a non-refundable deposit. Where I am in awe here is that Mr. ****** admits to purchasing a vehicle elsewhere and not notifying us. Mr. ******'s entire premise for receiving a refund is that even though he purchased elsewhere, even though he had no intention on purchasing a second vehicle, Summit should have continued to waist their time and the customers time on the waitlist behind him to procure a vehicle he had zero intention of purchasing; taking it one step further by deeming it "deceitful" by Summit not doing so. 

  If there were or weren't vehicles showing on our website that were pre-sold to folks ahead of Mr. ****** or subsequently behind him on the list (after purchasing elsewhere and being removed) is irrelevant. The moment Mr. ****** made a purchase elsewhere and made it clear he was not purchasing a second vehicle all efforts to obtain his vehicle ceased and his deposit was gone. There is nothing unfair, dishonest or deceitful about that. Mr. ****** wasted our time (and continues to) our customers time and continues to stand on the hill of that's okay. It isn't. 

  I have not heard/read one reasonable explanation as to why we should obtain a vehicle for a customer that has no intention of purchasing it. That isn't reasonable in the least. 

  We are at an impasse. As mentioned before, customers like Mr. ****** are exactly why we created the non-refundable deposit policy. 

  Customer response

  12/04/2023

   I am rejecting this response because:

  A wise woman once said “When they go low, we go high…”  Mr. ******* continues to ‘Go Low’ with his attitude and words of bullying and name calling.  He clearly demonstrates what appears to be deceptive/unethical business practices that not only deserve, but require the filing of a complaint with the Better Business Bureau.  My guess is the Mr. ****, Summit Toyota’s Principal, would be appalled if he was aware of the situation.

  I will, once again, “Go High” and respond with facts:

  1.  Mr. ******* said “…no name calling, only a description of character or the lack there of.”  THAT CERTAINLY SOUNDS LIKE NAME CALLING/BULLYING TO ME.
  
  2. Mr. ******* said “I am in awe here is that Mr. ****** admits to purchasing a vehicle elsewhere and not notifying us.”  THERE IS NO PLACE IN THE AGREEMENT THAT EVEN SUGGESTS THAT ACTION TO BE A VIOLATION OF THE AGREEMENT BETWEEN THE TWO PARTIES. 
  
  3. Mr. ******* said “If there were or weren't vehicles showing on our website that were pre-sold to folks ahead of Mr. ****** or subsequently behind him on the list (after purchasing elsewhere and being removed) is irrelevant.”  NOT TRUE!  IT IS NOT ONLY RELEVANT, BUT IS ACTUALLY THE REASON FOR THIS COMPLAINT! 
  
  4. Mr. ******* said “The moment Mr. ****** made a purchase elsewhere and made it clear he was not purchasing a second vehicle all efforts to obtain his vehicle ceased and his deposit was gone.”  HERE, MR. ******* CLEARLY STATES THAT IT WAS HE WHO CANCELED THE AGREEMENT…  SUMMIT TOYOTA CHOSE TO IGNORE THE TERMS SET FORTH IN THE AGREEMENT BY REMOVING ME FROM THE ALLOCATIONS LISTING.   
  
  5. MY TELEPHONE CONVERSATION WITH THE SALESMAN ON MAY 17TH (and discussed in my previous BBB response) CONCLUDED WITH MY STATEMENT INDICATING THAT THE DEPOSIT WOULD/SHOULD STILL BE REFUNDABLE SHOULD THE DEALERSHIP NOT BE ABLE TO PROVIDE THE SAID VEHICLE.  THE SALESMAN, THOUGH ANGRY DID NOT DISAGREE WITH THE STATEMENT.  (Mr. ******* has not released the transcript of that phone call.) 
  

  6. Mr. ******* said “I have not heard/read one reasonable explanation as to why we should obtain a vehicle for a customer that has no intention of purchasing it. That isn't reasonable in the least.” THE TERMS OF THE AGREEMENT THAT WAS FORMAILZED BY YOUR SALESMAN AND SIGNED BY YOUR SALES MANAGER WAS DISREGARDED.  THE VEHICLE WAS NOT SECURED NOR OFFERED TO YOUR CUSTOMER.
  
  In summary, the deposit was intended to be refundable should Summit Toyota be unable to access the specific vehicle ordered within a period of 3-4 months from the date paid (April 8, 2023).  They did not receive one from their allocation, they did not offer one, nor did they actively seek to find that or a similar vehicle that might be (I found two before I made my purchase) available from another dealership.
  
  I would like my $500.00 deposit refunded as none of my actions voided the agreement.
  
  

  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Summit Toyota, previously know as Montrose Toyota, is refusing to honor a contract agreement for car detailing that was purchased at the time I bought my car, 2008 Toyota Camry in April of 2008. I paid 531.25 upfront for the package, which allows for 1 annual pro cleaning for 59.00 as long as the car remains in the family. My understanding is that the dealership is obligated to still honor this agreement. The dealership manager, ** ******** stated that when the dealership transitioned from Montrose to Summit that they kept some of loyalty benefits to make the transition easier for its customers. He said that was over 10 years ago and they are now deciding to "sunset" the program. Customers never received notification about this change, even after requesting a notification and explanation. He also stated that Summit did not sell the package that I purchased and therefore did not receive the fee for that package. He stated that they are not legally obligated to honor this package. My question is: Are they obligated to honor this contract eventhough the company changed names?

  Business response

  09/06/2023

  Hello,

  We do appreciate the frustration and disappointment from our customers that are affected by the cancellation of the loyalty programs that were purchased under previous majority ownership. 

  We notify each customer individually at the time of their service visit to use the services. We honor the program one last time and let the customer know that their next visit will not be under the program. In this case it is an annual detail.

  We opted to continue loyalty programs as we transitioned to new ownership and we kept them in place until we found a fair amount of time had passed. It has now been ten years and we fee with the increased cost of labor and supplies we can not continue the program. 

  We do let consumers know that we will work with local detail companies to negotiate a reduced fee for them in the future. Unfortunately we can not guarantee the cost of the service a year ahead of time. 

  We do apologized for the inconvenience and most of our customers appreciate that we kept the program going for so long and understand we could not continue it indefinitely. 

  Any future questions regarding the sunsetting of the Montrose Auto Group loyalty program please contact me at ************.

  Thank you - ** ******* General Manager

   

  Customer response

  09/07/2023

  I would like to know if they are legally required to uphold the contract, even if the company changed owners? And if they are not legally responsible why were the customers not told in writing of their plans at the time ownership changed that they were only going to honor the loyalty benefits for a period of time. How can they just decide to not honor the programs without written notice to the consumer. I was told by a service representative that the reason they are no longer honoring the detailing program is because they don’t want to spend the money to hire a detailer. It is funny that they are still honoring the VIP program which gives you a discount for all services. Can they just choose to not honor a program because of costs they will have to incur for the service? I honestly am not satisfied with their response. I feel they are obligated to continue to honor the contracts they assumed as new owners of the dealership.

  Thank you for your help.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I have given deposit/partial payment for the vehicle -$500 upfront for the new Toyota Sienna 2023 25th anniversary edition on 10/15/2022. At the time of payment i.e. 10/15/2022 we were told that we would be second on the wait list and the salesman assured us that we would be allocated vehicle in few months. We were told as soon as they get new vehicle they will reach out to each person on the list one by one and check if they wanted that specific model ,color and features. But its been more than 6 months and we were not given any choices/updates on the vehicles and also few weeks back when we reached them we are told they have moved us to 3rd place. Every time when I call or email I was told to wait for another 6 to 10 months. I do not have faith on the Sales person/ this dealership as they are cheating all the customers holding their deposits/partial payments for many months. I want BBB to do justice / take action on my issue. And help other not to fall on the scam.

  Business response

  05/03/2023

  Good Morning,

  I apologize for my delayed response as I was not in on Tuesday the 2nd when I received the complaint. I wanted to gather all the facts before responding and make certain our there were no errors or deviations from company policy when we explained it to Mr. ******. 

  Mr. ****** makes some pretty harsh and unfounded accusations. There has been no "cheating" or "Scam". We have been completely upfront and transparent with the customer (and all customers). Even by Mr. ******'s own evidence submitted substantiates this. The purchase order that he submitted states that we are expecting a year long wait at the time of deposit. Yet he states the salesman told him "we would be allocated a vehicle in a few months". That doesn't align with the documents we presented to him and he signed at the time of the deposit. The second document (attached by us) clearly states 10-12 months as well. That's two documents that very clearly state the timeline and refundability of the deposit. 

  We have opted to take non-refundable deposits to remain fair to all customers. Toyota pulled the ability to submit exact orders roughly two years ago (around the beginning of the supply shortage). They then moved to a preference system as their sole means of receiving what our customers prefer. Each allocation, we take the customers that have waited the longest for each model being built that allocation and we let Toyota know what those customers prefer. Customers can affect other customers wait times and then not take delivery. For example:  If we set preferences for the top three in each model, and number three 'backs out' of the deal after several attempts, they have effectively made number four on the list wait longer for their turn to be prioritized when preferencing. So we decided early on that the customers on the waitlist must have a financial commitment in order to secure their spot on the waitlist. 

  That is just one of the reasons. There are many others. For example: We also put a lot of man hours into working on each file. We have no interest in applying these efforts for customers who put deposits down at multiple dealers, playing the whomever gets my car first wins game. Also, should we receive the vehicle and we report it sold to Toyota, and the customer does not take the vehicle we will lose units. Toyota does a six month 'match back' report. They match the reported sold name to registrations six months after reported sold, If the vehicle is not registered to the customers name and/or address on the sold report, we lose a matching unit. 

  As stated, we are completely upfront and transparent regarding the refundability of the deposit. Should the customer not agree, we part as friends but the customer does not secure a spot on the waitlist. 

  As for the claims of 'jockeying' the customers position, I can not see anything that substantiates his claims. However, we do add customers to the waitlist in bulk. There is a possibility the list only showed two names but there was a third customer that placed a deposit prior to this customer but had not been added to the Teams waitlist. The folder sits in my office in a stack and I myself (only myself) manage the list and add to it once or twice a week. The sales person should make this clear if they are going to show the list. However, third fourth or second position does not change the timeline expectations we set at the time of the deposit. 

  The customer requested to be removed from the waitlist on April 18th half way into the set expectations of 12 months, and then changed their mind when they requested the deposit back and was denied. Now, here we are a two weeks later and the customer is backing out again, reaching out to you and accusing us of dishonesty. We will remove him from the list and part ways.

   

  My Best,

  ** *******

  Customer response

  05/08/2023

   I am rejecting this response because: The sales person is rude and always wanted to cheat us one way the other taking my deposit money and removing from the waitlist.
  
  
  

  Business response

  05/08/2023

  It appears we are at an impasse.

  I can't see how being upfront (as proven) about the refundability of the deposit and removing the customer from the waitlist after the second request is cheating anyone. It appears the customer would be happier if we didn't do what he requested and we didn't do what we said we would do.

  Customer response

  05/08/2023

   I am rejecting this response because: I do not have any belief on the salesperson. I'm requesting Summit Toyota of Akron/BBB to assign different salesperson and provide me Sienna as soon as possible or return my deposit. 
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩