Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car broke down (battery light came on and car stopped running). I was towed to Dublin toyota and paid $4154.95 for a new Prius battery, but was not told that I also needed a accelerator pedal assembly which Toyota no longer carries. A few weeks later, my regular Prius battery died and I was charged $419.65 for the second battery. I had no problem with either of these payments as battery issues are part of owning a Prius. However, I was assured after each battery that my car would then last for a long time because these new batteries are great. I broke down with battery failure 5 weeks after the first battery was installed and now am finding out I need an accelerator pedal assembly which Toyota cannot help me with. After keeping my car for three days, I was told that Toyota no longer makes the part and that I could "**** for it myself online." I feel like this should have been looked at to begin with. I would have opted to put the $4574.60 on batteries into a new car at their dealership. Now I am finding out the batteries were not necessary since I can't get the pedal assembly nor will Toyota install it.

  Business response

  11/06/2024

  Hi, *****-

  Thanks for reaching out regarding your service experience.

  The original visit on 9-15-24, the vehicle came in with 3 fault codes, all 3 codes where related to the hybrid battery. No codes for the accelerator pedal malfunction. The hybrid battery was replaced.

  On 10-13-24, the vehicle returned to the dealership with a no start concern and was diagnosed as having a weak 12-volt battery issue. At that time there were no diagnostic codes pulled due to the bad 12-volt battery. The 12-volt battery was replaced.

  On 10-18-24, the vehicle returned to the dealership on a tow truck, and we verified that there is a trouble code for an accelerator pedal malfunction. This was the first time this code was present.

  For any further questions, please contact our service team.

  Best,

  Dublin Toyota

   

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Cannot not get a overhead control panel console for our Toyota Highlander with no delivery date for 7 months and they are over charging byt evidence that I have received quotes from $700 to $1200 all over the country. They will take credit card orders with no delivery. This part does involve some safety concerns like the *** button and interior lighting control. The car has no interior lighting for over 7 months.Part # *****-0E160-B0

  Business response

  05/31/2024

  Hi, *****-

  Regarding the overhead control panel console for your Toyota Highlander, we can't locate an order for that part here. Do you have a receipt for your order from us?

  Also we would like clarification on the disputed amount of $45000. If this is a typo for $4500, that's still not an amount we would charge for the part.

   

  Please let us know.

  Best,

  Dublin Toyota

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 14, 2023, I took my car to get service at Dublin Toyota. I left it there for approximately 3 hours and when I picked it up, there was a crack on the windshield, which started at about 1 feet in length but has since grew to 2. I immediately contacted the dealership, and after some delay, they pulled the camera footage.The camera footage clearly shows that, there is no **** when the car is entering the dealership, and there is a ******************* exactly where the crack is when the car is leaving the dealership. The dealership is claiming that the video evidence is "inconclusive" because they are not 100% sure if the ******************* on the windshield is actually a crack, despite it being in the exact same location. However, even if we ignore the extreme unlikelihood that some other ******************* was present exactly where the crack ended up being, we know that the ******************* cannot be bird p*** (because my car was washed by Toyota during the service), and we know that the ******************* cannot be an item inside the car (because the position of the **** relative to the seats inside the car changes based on the angle as the car is moving).They claim the video is pixelated, but that's the fault of the dealership and the cameras they use. They can always just claim that because of pixelation, any damage they do to cars is not conclusively their fault. From speaking with their service manager, he did accept the fact that there is some ******************* on my windshield when leaving the dealership that was not there before, and that it's in the same location as the crack. However, they are not fully confident the ******************* is the crack but can't even tell me what else that ******************* could be. It's pretty clear that they are grasping at straws for reasonable doubt; in any other case, the evidence shows beyond a reasonable doubt that Toyota did cause the crack. Toyota offered to pay half for repair, but they were fully responsible for the damage, and thus should pay full.

  Business response

  01/26/2024

  Hi, *******-

  Per our service manager, the vehicle was not driven on any surface streets that would have caused the rock chip on the windshield.

  The picture that you sent us shows a clear rock chip. To review, you stated to our service manager that you did not notice any cracks on the windshield when you picked up the vehicle but noticed it the next morning when you left to go to work. You also stated that the reason you did not notice the crack in the windshield was because it was dark when you picked up the vehicle after the service. However, there is video of you picking up the vehicle when the sun was still up.

  Nevertheless, we can still offer the 50% off the windshield repair as a goodwill gesture.

  Thank you,

  Dublin Toyota

  Customer response

  01/26/2024

   
  Complaint: 21138606
  
  I am rejecting this response because:

  Did you even read what you wrote? This is what you wrote: "The picture that you sent us shows a clear rock chip. To review, you stated to our service manager that you did not notice any cracks on the windshield when you picked up the vehicle but noticed it the next morning when you left to go to work. You also stated that the reason you did not notice the crack in the windshield was because it was dark when you picked up the vehicle after the service. However, there is video of you picking up the vehicle when the sun was still up."

  How does any of this matter? How does WHEN I notice the crack make a difference? The video when I leave shows a clear rock chip, which I now have in writing of you accepting. Let me spell it out for you in simpler terms: Before I enter the dealership there is video proof that there is no crack. After I leave the dealership there is video proof of a crack, which you now admit. This defense literally makes zero sense. Even if I noticed the crack only yesterday, it wouldn't make a difference. My perception of WHEN the crack appeared would only make a difference if we did not have the video proof, but thankfully, your service manager sent me the full videos entering and exiting the dealership.

  Are you saying that just because I didn't see it in the 10 minute drive home, tired after work, sun setting (4 PM) light, that it didn't happen? Believe it or not, sometimes things happen and people don't see them right away, especially in those conditions. That's why we have the video evidence of before and after. I cannot believe what your dealership would try to pull if I didn't have the videos right now, considering what you are still trying to pull while I have it. I cannot attach the full video here as it is not an allowed file type, which is why I've just uploaded the image, but I'll happily provide the share the entire thing with whoever. This is quite ridiculous and I'll have to be pursuing alternative forms of escalation if we cannot get it resolved through here.

  Sincerely,
  
  ***********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Last Saturday, I went by myself to buy a new car to Dublin Toyota. I took a blue 2023 Toyota Camry for a test drive. The salesman provided me with the car price and monthly car payment information. I agreed to buy that car for that price. Later, the salesman went to talk to the Manager, and he came back to where I was seating and told me that apparently the car that I wanted to buy was sold the night before. The salesman proceeded to apologize and told me that a black 2023 Toyota Camry that had more features was available. I asked the salesman for the black car's price, and he told me that was around $30,000 and that monthly payment would be around $475. I agreed to purchased the black car since the blue car I test drove was apparently not available anymore. Then, I went to the finance office, and the employee in charge of doing the sale contract provided the information regarding the warranty and monthly payment amount. He asked me to sign some documents, which I did. Yesterday, I called Progressive in order to add my new vehicle to my policy. While looking at my sale contract to provide my VIN number to Progressive, I discovered that I was charged $33,883.97 instead of the $30,857.00 that was supposed to be the car price according to the manufacturer. I was charged $3,026.97 above what I was supposed to pay! This is false advertisement. I was told the car was one price and in the sale contract the car dealership added a different amount to the contract! I would like for BBB to help me get a refund. Please help me to resolve this issue, since the dealership took advantage of me by lying and saying the blue car was sold. They are experts at selling cars all day, so I find it difficult to believe they made a mistake by not nothing such car was sold. Also, the dealership deceived and lied to me. The salesman gave me one price and on the contract they entered another price. This is unfair and illegal. I want a refund for the $3,026.97 extra that they charged me. Thanks

  Business response

  08/01/2023

  Hi, *******-

  Responding to your concern regarding your Camry's selling price, our sales manager confirms you paid MSRP for the Camry and purchased GAP, warranty and maintenance in Finance. This increased the overall total financed to $33,883.97 after your down payment.

  We hope this clears things up for you.

  Best,

  Dublin Toyota

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from Dublin Toyota on 6/6/22. I purchased two add on's, Toyota Care Plus and Cilajet. The financer heavily pressured me into buying a maintenance plan advertised as Toyota Care for additional years. Looking at my account on Toyota it says I had an expiration date in ****, rather than the 6 years that I was pressured to purchase. I decided to look at my contract and realized that I purchased the Maintenance Plan provided by the dealership and would have to go to this dealership for the provided maintenance for the next 6 years, while I have absolutely no intention of staying in this location for this long. I also purchased Cilajet as one of the ad ons when I bought my vehicle. After doing more research I had buyer's remorse and tried to cancel it even before it was added a few days after driving my car off the lot. After speaking to several employees, they assured me of my purchase and the added benefits. After the application I noticed water spots forming all over my vehicle after the condensation from the morning dried up. So as the dealer advised me that "I should be able to spray my car off with a hose and all the dirt and water spots will come off". The water spots nor dirt come off with a simple spray of the hose. I've purchased all the recommended Cilajet products online to wash my car, yet spotting and streaking still occurs. I've reached out to the dealership several times and they always refer me to a person who handles the Cilajet applications, so that I can either get it reapplied -which I was assured I could get any time that I needed- and left my name and phone number several times and have not received a response in months. The product does not work as advertised and I would like a refund or some kind of resolution.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed a reservation with Dublin Toyota, salesman was *********************. After waiting for my car to arrive, I finally got the call on Tuesday, 8/30/22. I brought my financing, which was with Navy ********************* for a term of 72 months at ****%.On the way to the dealership, ***** informed me by text that a draft check wouldnt work. I said I would much prefer to use my own Navy Federal financing.Upon arrival at Dublin Toyota, Najib and the financing team continued to pressure me to use Toyota ********* Services. ***** said I would lose the car if I didnt go forward with their financing, stating that they wanted to hit certain sales numbers for the month of August. If we used my financing, he explained that the check wouldnt clear until a few more days in September.Knowing that the market for the car I was purchasing, a 2023 GR86 Premium Manual Transmission (VIN *****************), is extremely fierce, if I lost the car, I would have to wait months for a new one, or pay $7-10,000 over MSRP if I could find one sooner. So, not understanding my full rights, worried I would lose the car I had been waiting on for months, I was coerced into using their financing. I was approved for 72 months at ****%, which is around $50/mo more expensive than my ****% financing. They said, dont worry, you can pay it off with your Navy Federal loan and itll be the same as us accepting your check.Because of their threat to not sell me the car, I went forward with their pressured lending, with Toyota ********* Services. m After closing the deal, a couple days later I asked Navy Federal to refinance the loan on the car. They approved me, but now that its no longer a new car, my rate is ****%. The difference in the life of the loan, compared to the ****% check I brought to the dealer but which they denied, is about $16/mo or about $1,000 over the life of the loan.I am requesting $500 in compensation, which their coercive, questionable tactics caused me to lose.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi,i purchased the vehicle on 6/6/22. the car was offered to me for $19,700 out the door including fees and taxes with down payment of $**** so i was only going to finance $16,700. i drove hours to go buy the car i left dublin toyota office almost 9:00 pm and had to drive back home 3 hours. next morning i reviewed the contract and discovered that i paid $23,588.40 this is a fraud is a difference of $3,888.40 dollars.I want $3,888.40 back.i also found out after i had signed the contract that the vehicle was involved in an accident i checked the carfax report and the car had false ad on the passenger side window had the warranty info and said i had 3 month of warranty provided by dublin toyota or cant remember if it said **** miles or **** miles.BBB you got to do something to help the consumers not just say we forwarded your message to the company but cant force them to respond or....reminder i want an amount of $3,888.40 back this is the amount dublin toyota over charged me.thank you

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Hello BBB and Dublin Toyota,the vehicle i purchased from Dublin Toyota was offered to me for $19,700 out the door with everything included taxes dmv fees and other fees. (lie 1)i made time to review the contract 2 days after the purchase and i see that i was charged more a difference of $1449.99.Dublin Toyora had false advertising post it online on www.cars.com this vehicle said it had 3 month warranty and after signing the contract finance **** tells me nope it does not have even though i proved to them the car had two docuements attached on the passenger side window and was also posted online. (lie 2)another thing the sales person ******* did not provide me a car fax and i did asked him for it i found out of an accident this vehicle was involved after signing the contract. (3rd lie).i drove 3 hours to go purchase this vehicle and i put all my trust in dublin toyota the deal offered to me was not respected and found out 2 days later when i read the contract i want a refund of the difference of $1449.99 i hope to hear from you soon.attached you will find text messages from the sales person ******* and the finance **** person thank you

• Initial Complaint

  06/11/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Dublin Toyota lied to me and sold me the used vehicle at a higher price than they had agreed to sell it to me. i found out after i reviewed the contract couple days after. i was told i was going to buy the car for ****** out the door including taxes, dmv fees and other fees. they also advertised false warranty coverage on the car online and there on the passenger side window.i noticed a difference of $1449.99 they owe me this money. in the contract says i paid $21,149.99 i was told i was going to buy it for $******. Dublin Toyota owes me $1449.99 thank you very much i hope i hear back from you soon.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car to the Toyota dealer due to the same trouble code sign that the Toyota dealer repaired during my last visit. Toyota service staff told me that they have replaced IPM. They have recommended replacing new inverter with converter assembly. On my way home from the dealership, the same trouble code sign appeared on the dashboard again. The reason for describing the problem with my car is due to the technical bulletin issued by Toyota company to resolve the problem associated with the inverter converter assembly to help customers. The same problem with our car inverter was not resolved with two visits to the Toyota dealership. The coolant is maintained at same adequate level and I did not add any coolant stop leak material. So there is no indication of any obvious head gasket leak due to the fact the coolant level was not reduced. We hope the Toyota company help us to resolve the problem with the inverter converter assembly.

*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. ↩