Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I trusted Torrington Toyota to handle mold remediation in my car thoroughly, rather than just opting for a simple cleaning job. ******** provided them with an open checkbook, paying $16,031.89 to address the damage from a faulty windshield installation that led to water damage and mold growth. After over two months of repairs (!!), I picked up my car and noticed a faint mold smell, which I initially dismissed. However, after returning from a week-long vacation, my garage was filled with a strong mold odor. I brought the car back to Toyota, spending 5 hours at the repair shop, only to find the problem unresolved. Chris, the manager, admitted that the vendor they used was new and didn’t follow the same steps as his previous vendor, such as conducting a post-remediation test. *******, the vendor, acknowledged their mistake by doing an inspection but refused to cover the cost of disassembling the car, which Chris estimated would take 20 hours. Toyota also refused to cover these costs. Despite ********** significant payment, Toyota’s remediation was incomplete. The interiors weren’t washed, the seats still smell like mold, and no iodine treatment or air quality test was performed. This has left me with health issues like brain fog and headaches from mold exposure, and I’m now forced to drive to school an unsafe vehicle. I cannot recommend Torrington Toyota for critical repairs, as they failed to properly address a serious health and safety concern, which has been deeply disappointing. What’s most frustrating is that, in the beginning, Chris assured me that mold remediation was something they handle regularly and that I didn’t need to worry—it would be taken care of. Yet here I am, driving a car that still smells like mold on my daily commute to school, and even my classmates can smell the mold on my clothes.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had the car towed to the dealership to handle a recall. Under customer confidence program ****** the customer gets a free tow or reimbursement up to $250 and a loaner if the repair would take a length of time. After asking and fighting for a rental for two days, I received one. I kept asking about the tow reimbursement with no answer. I asked again when I picked up the car and was told “I don’t know about that, never got an answer. Just call these guys” and was given a number. I’m now going on ten weeks of run around and excuses from the corporate reimbursement with still no answers. This is a court order I’ve had to fight tooth and nail for two and a half months with nothing but run around and excuses. Never asked for anything extra, just what was in the final judgment.

  Business response

  05/13/2024

  To Whom it may concern,

  A 2010 ****** ***** was towed to Torrington Toyota on/or about 02/28/24 and the information we had was that it was owned/driven by ******* ****** we inspected the car as quickly as we could get it into the shop since it was an unscheduled car. Once we determined that the reason the car was towed in was in fact the Toyota Recall we supplied the customer with alternate transportation. When parts arrived we installed them and repaired the car. We supplied the customer with the Toyota Customer Support Phone number and advised him to get his reimbursement from Toyota as we do not provide the Warrantee or the reimbursement.

   

  Dave U*****

  Customer response

  05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was only told he didn’t know on the reimbursement. No car was given until I mentioned the class action lawsuit. I was given push back and two days of runaround before I got annytjng. Also stated in the lawsuit and customer confidence program  the dealership will provide a tow or reimburse up to $250. Attached is a screen shot of page six of 
  customer confidence program ******.

  Also ****** ****** is my wife. She had made an appointment for that car in years past when our other Toyotas had gone in for service. So her name pops up with that vin number. 
  
  ******* *******

  Business response

  05/14/2024

  Hi *******. I just wanted to give you a little clarity as to why we are referring you to Toyota motor sales. We believe you are entitled to a towing reimbursement and if you call the ###-###-####, Toyota can issue it to you. As background, recalls are issued by Toyota Motor Sales and are paid for by Toyota Motor Sales, we are a franchise and do not provide reimbursement for Toyota. We serve as a servicing point and provide repairs based on Toyota's guidelines and procedures. We do not have a mechanism to get reimbursed from them if we pay it to you. We also apologize for the 2 days for us to diagnose that the concern was related to a recall. When the ***** which is 14 years old and has over 200,000 miles was towed to the dealership there is no reasonable way for us to know what was the cause of the vehicle needing to be towed in until the vehicle is powered on, inspected and diagnosed. We needed to confirm what the problem was could we know that a rental would be paid for by Toyota. The ***** was towed in on 2/28/24 and a rental car was provided 3/1/24 once we determined that it was a recall issue. In addition, parts were ordered and we promptly finished the recall. A loaner vehicle was also provided until repairs were completed. You can and should call Toyota to get refunded the Towing charges that you paid to get the car to the dealer for repairs since the repair was covered by a  recall. Our issue the complaint is directed at the wrong entity. Toyota motor sales will issue the reimbursement. The dealer doesn't have a way to recoup an reimbursement from us. 

  Customer response

  05/15/2024

  
  Better Business Bureau:
  
  I understand. I was left in the dark on all of this information. They did know it was coming in for an inverter and was told we can get to it right away. Which led to more of the frustration. I have been in the process with Toyota for 10 weeks on the refund with more runaround. Thank you for your time 

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my **** to Torrington Toyota on December 4. I believe it was for repairs the repairs were done but I was trying to get my car warranty to pay for some of the repairs Torrington Toyotas service manager Chris was having issues with Me and the warranty company, paying for the repairs at Torrington Toyota, he asked me who I spoke to at ********** ******. That is my warranty company. I told him I didn’t get the person’s name. He continuously laughed at me because I did not get the person‘s name.I find him extremely rude. He told me he was not gonna do any business with these people or receive payment from them because he had issues in the past , now I’m trying to make this short I had the repairs done at Torrington Toyota I had to pay over $500 for the repairs now when I got my **** back to me my daughter and I noticed the radio was not working in the ****. Meantime the radio was working fine in the vehicle when we brought it for repairs at Torrington Toyota , when we receive the vehicle back to us, the radio was not working I had to make an appointment again to have them fix my radio which was not any of the problems that I originally brought it up. Therefore, like I said, the radio was working these people at Torrington Toyota charged me $159 to fix my radio that was originally working in the vehicle when I brought it up there on the fourth I knew this was gonna happen because I went to corporate Toyota and filed a complaint against this service manager name Chris I find this absolutely crazy that I have to pay for something that was not broke when I originally brought it to the dealership And this guy Chris is going to weasel his way out and bring up excuses saying oh when you charge the battery you did this to the Bluetooth and it caused the radio not to work listen please I have my daughter and I drive that my son-in-law at times and family and friends in the vehicle and they know the radio was working before I brought it up to them originally

  Business response

  12/26/2023

  Hi

  This is in response to Mrs. ***** complaint. We have been Toyota dealers for over 30 years and take pride in our high customer service and thousands of customers we strive to keep happy everyday.

  First we would to clarify the record and state our position. On December 2nd Mrs ***** had her 2011 **** towed in. We had it diagnosed as a dead battery and blown fuses. This was due to a faulty rear door switch which was stuck on. When the vehicle arrived, the check engine light was on and there where multiple blown fuses that indicate that the vehicle was jump started incorrectly. In addition we recommended a battery but she declines it as she states she can get a battery less expensive elsewhere.

  On December 4th Mrs. ***** called and asked if we would take her 3rd party warranty. We explained that some of the 3rd party warranties don't have a great track record but we would be more than willing to verify coverage for her with ********** ****** (the warranty company). After researching them we told her she would have to pay for it and they would reimburse her if covered. We called ********** ****** and were informed that the coverage was denied because  she only had powertrain coverage and the repairs were not in the scope of her coverage.
  

  Mrs ***** calls us on the 5th of December and states that we did not call the warranty company. We explained that we did and they denied coverage. We gave her the total of $512.83 and she agreed to call them and verify coverages and reimbursement. Part of the the $512.83 was a driveline service. This is maintenance and generally not covered under a mechanical breakdown warranty. She pay the $512 and picks up the vehicle. 

  She calls back and says her radio is not working. We explain that if it has anything to do with what we did we will cover it, if not then she could have a potential diagnoses charge. She gets upset and complains to Toyota. Toyota closes the case and she books an appointment for December 8th. Originally her appointment is to be a drop off but she decides to wait for it. We explain it could take a bit. She comes in and starts recording employees and talking loud and unfriendly. We get several complaints from fellow customers regarding her behavior. In addition she states that she has RSV and is coughing loudly. Neither of the service advisors with young kids want to be in close proximity to her and Chris the manager takes over talking to her. She does not want to talk to Chris and states she does not like him.

  After about an hour we determine that the radio is working, just the volume is really low. We check the Amps, fuses and wiring and harness. We determine that the bluetooth ECU module is fried leaving the switch open and the radio muted. The correct fix is to replace the module. A workaround is to turn off bluetooth and the radio functions properly again. Mrs. ***** declines the replacement of the bluetooth module. She spends the $159, which is the hour diagnoses to figure out what is wrong with the radio.

  It is Torrington Toyota's position that despite Mrs. ***** being a very difficult customer she was given 100% of what she paid for and was entitled to. A faulty switch lead to a dead battery, which lead to a vehicle being jumped incorrectly, which lead to several fuses making the vehicle not run. On the 5th she got her vehicle returned running. Exactly as promised, for her $159 on the 8th we spent over an hour, diagnosed the issue with the radio, and offered a work around. We know that customers have a lot of choices on where they bring their vehicles and we are proud and happy to take care of the thousands of people who use us regularly. Mrs. ***** should perhaps exercise that right and find a shop that is a better fit for her. 

  Sincerely

  Torrington Toyota

   

   

   

*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. ↩