Brent Berge's Riverview Toyota Scion
2020 West Riverview Auto Drive
Mesa, Arizona 85201
Phone: 480-655-4400
Toll-Free: 888-365-6370
Sales: 888-570-7222
Service: 888-919-6622
Parts: 888-348-9365

Dear Mr. Berge, I have purchased three corvettes totaling over $280,000 from Scott Stapley over the past three years and have always been satisfied with the service that I received from his previous dealership. Upon finding that he had moved to another dealership, I wasn't concerned that the service at his new dealership would be any different than the last. This letter is not written as a witch-hunt for any particular employee, but as a letter of my concern for the lack of professional care taken by your entire organization. This is a reflection on your management ability and lack of appropriate processes and procedures to protect your clients. I have no plans for any future business with your firm or sending any further references to Scott. I purchased a 2007 GMC, Yukon from Riverview Toyota on April 28, 2010 paying $29,271.66 by check. The check cleared my bank on May 4, 2010. While driving the vehicle back to Boulder City I noticed that the Auto Cruise Control was malfunctioning. This is something that should have been part of your standard safety check prior to selling a pre-owned car. I took the vehicle to Henderson Chevrolet to have the device fixed and found out that the Vehicle Service agreement was invalid due to the fact the mileage as typed in, by your personnel, was incorrect. So, I had to pay the $76.91 above the $100.00 deductible. I was subsequently reimbursed for the $76.91. When I received my title, I noticed that it also had the same incorrect mileage and subsequently sent it back to Riverview to get corrected as I knew it would not be accepted when I attempted to license the vehicle. I wasn't able to license the vehicle until June 17, 2010; a full seven weeks after you accepted my check. I have purchased many cars over the past 50 years and I can truly say I have never had it take seven weeks to get a title. I asked your Title Clerk to send me a letter that I could take to DMV in case they wanted to ticket me for not licensing the car within 30 days of entering Nevada. She kindly obliged me, but the date of the purchase was incorrect on the letter. Fortunately, I wasn't asked for the documentation. On June 28, 2010 I attempted to start the car and either the battery was dead or the alternator was malfunctioning. I have the vehicle towed into Henderson Chevrolet wherein they inform me it is the battery and, of course, this isn't covered under warranty. How is it that a 2007 Yukon can get out of your dealership with a bad battery? That cost me $228.96 thanks to your maintenance folks not doing an appropriate review of the vehicle prior to it leaving the show room floor. It gets better. My wife and I and our three dogs decided to drive from Boulder City, NV to Martinez, CA to visit our son and his wife last Monday. We were coming home on Saturday, July 24, 2010 and had stopped at a rest stop just north of Buttonwillow, CA exit 257 on I-5 South. Upon leaving the rest stop I heard a rather odd noise, got an idiot light message on the dash and pulled over to the shoulder. It was four o'clock in the afternoon on a Saturday. Needless to say, about the only thing open were motels and tow truck services. I called the towing service from the service agreement and they towed us to the nearest motel. We spent Saturday and Sunday stranded at the motel until Monday morning when I was able to contact Richland Chevrolet in Shafter, CA and had the car towed nineteen miles to Shafter. The passenger side tie rod bolt had fallen out! It is a good thing we weren't doing 70 mph on the freeway when it happened. I have been driving for fifty years and have never heard of this happening. The seasoned lead mechanic at Richland Chevrolet had never heard of this happening. They replaced the missing nut, tightened up the driver side tie rod(which was also loose) and sent me on my way for less than the $100.00 deductible. The passenger side tie rod needs to be replaced as there was damage to the rubber at the end of it, so there is another hundred dollars I get to spend because of your dealership. So, let's see; I have two days in a motel, meals while we are there, missed appointments on Monday, $93.00 to replace the nut on the tie rod and I still haven't gotten the car fixed. Again, your maintenance staff should have checked these nuts in a routine review of the car prior to leaving your dealership. I would love to return the car. I have no faith that there is not another pending disaster. Know this, if there is another problem, I will find you and your dealership responsible for its gross negligence and will use every means to recover my losses if I survive.

Marshall J. Cutting

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