I swear this is a BAD EXPERIENCES i have with this Toyota Dealer located Tampoi, Johor Bahru, Malaysia.

I am writing this letter to log a complaint on the breach of verbal contract and service failure from this Toyota dealer. I would like to raise this letter to the top management to ensure that this issue is handled in an utmost professional manner.

On 7 November 2009, I visited Toyota dealer to purchase a new vios and trade in my vehicle. I was served by a sales named Esther Tey from Toyota Hiewa offered me a trade in price for my vehicle at RM19500 confidently after inspected my car. During the selling process, the sales and I agreed at the trade in price of RM19500 and the price of the new vehicle, Toyata Vios but she needs me to hand over my vehicle 3 days later urgently. Thus, I placed an order and gave a deposit of RM1000 on the same day.


On 10 November 2009, as promised, I passed my vehicle to the sales girl, Esther Tey, together with all the relevant documents such as vehicle card/ log book/ payslip (3 months) etc. as requested. I had been asked to sign on a form to transfer the owner name/ bill of sale. No official receipts been issued by Toyota Hiewa. When I query on the receipt, she re-assures me that receipt of trade in vehicle and booking receipts will be given to me within a week. With trust toward the company and their sales personnel carrying Toyota dealership, I accepted her reassurance.


2 days later after I passed my car to this toyota dealer, I been told by this salesgirl that because of my car had been hit badly in an accident before; she must reduce the Trade in price from RM19500 to RM13000. This has violated the verbal contract took place on 7 November 2009 whereby it led to the agreement of the purchase of the Toyota Vios. This is not acceptable especially to a company who carry an authorized Toyota dealership!!
I demand for the return of my car and had a shock to found out that they drove my car for more than 800km within these 2 days time.

As a consumer, I am very disappointed and unhappy after the entire ordeal. To make matter worst, after that, Toyota Hiewa is avoiding this matter all together not to mention being yelled at by the sales personnel, Esther Tey and the administrative staff named Jeslyn.

Again I would like to emphasize on they offered me the trade in price at RM19500, and i accepted the offer. Thus, I place a booking with them. Because of their breach of verbal contract, I have no choice and have to cancel the order with them. But this dealer is not refund me with full amount of RM1000, but RM985.20. They deducted RM14.80 as previous credit charges.


This is totally unacceptable!

With their irresponsible and unethical attitude given by the way they handle this issue so unprofessionally, I am very doubtful on the professionalism and their capability to be an authorize Toyota Dealer.