Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2024, I purchased a vehicle at BevSmith Toyota and took out a loan with the bank they work with to pay for the vehicle. I also purchased four (4) service contracts. On July 30, 2024, I returned to the dealership and filled out a cancellation form for all the contracts to be canceled immediately. On August 1, 2024, I canceled the four contracts at home myself by using a form I downloaded from ************************************************************************* to make certain that the cancellation went through, because I did not trust that ***** ***** the finance manager at BevSmith Toyota would send it through because he did not finish filling out the form while I was there, and because of the way this purchase was handled.I received only two contract credits toward the vehicle loan with the bank.I contacted ***** ***** on five (5) separate occasions. On October 7 and 11, I explained the situation on a message for ***** to please return my call. On October 14, I spoke to ***** and told him that I did not receive these credits and to please get back to me on them as I wanted to refinance the loan, but I could not because these credits were outstanding. He said he needed to talk to the finance department at Bev Smith Toyota *** and get back to me, which he never did. On October 15, and October 18, I again left messages to ***** to please get back to me regarding these refunds that are due to go back onto my bank loan so that I could refinance the ******* this day I have heard absolutely nothing from ***** *****, which is unacceptable. At this point, I am demanding that the two other contracts be cancelled immediately, which total about $2,000, but I do not believe that ***** ***** will return my calls. Can someone help me. Thank you very much.

  

  Business response

  10/25/2024

  10/25/2024
  BBB ******* ***** 22468379
  
  The Customer Relations Manager spoke with the accounts department and finance department to inquire of the cancellations. The cancellations have been completed on the service ($1893) and the car care ($4156). The *** for $1200 has also been completed and the Key Replacement for $849 should be completed by Monday, Oct 28.  
  *** *** reached out to Mr. ***** and went over the progress of his cancellations on products he purchased.
  The Finance manager is on vacation, so I was unable to understand why he did not give the customer a call back.  
  
  *** *** will provide proof of cancellation to Mr. ***** on the Key Replacement on Monday afternoon. I gave the phone number and extension of the employee that does actual cancellations. Mr. ***** was satisfied with this and looks forward to receiving the last check. 

  Customer response

  10/28/2024

   
  Complaint: 22468379
  
  I am rejecting this response because: when *** *** spoke to me on Friday, October 25, she told me that she saw on her paperwork that the *** had NOT been refunded toward the premium on the bank loan. Additionally, she told me that she would call me back on Monday, October 28, to update me on the status of the two refunds, which she never did. Also, I contacted the bank today on the auto loan, and I was advised that The *** and the Key Replacement refunds have not been applied. I am still demanding a refund on these two cancelled contracts, and I expect *** *** to get back to me as she had told me she would. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  10/29/2024

  Here are all the cancellations for your record. I just got off the phone with our accounting cancellation department. She told me that all cancellation requests were done at the same time. Fidelity sent their part directly to *************** (the lender). We have sent our portion of the cancellation for the key and taxes and the bank is supposed to pull from our reserve for the *** cancellation. This still had not been done by the bank, so instead a cancellation check was done for the *** from Bev Smith Toyota and will go out in this evenings **** mail. Please, see attachments.
  
  The key refund is included with the tax refund for all products, with the exception of ***. This is the check dated 8/16/2024 for $1330.40.
  
  I apologize for not getting back to you yesterday, but I kept crossing my calls with the accounting department. When she saw my missed calls on her phone, she held back sending me the cancellation thinking something had changed. She did not want to do something she could not undo.
  
  Let me know if you have any questions. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Phony advertising. Bait and switch. They advertised a car on line for 2100 under MRSP. So u are lured to the dealer only to find out they would not honor the advertised price. After a salesman give you his selling pitch they let u drive the Camry. At the end they then tell you about added extras which for the most part are phony . That sticker says 7000 for mostly shipped with the car. Like tinting and400$ for nitrogen air. So you reject this and another salesperson sees you only to drop the price to 1800$. Then he ads that to the retail price of the car. So what ever happened to the advertised price. Pure bait and switch, a scam , phony advertising . Who will take on these deceptive selling practices. I quest there are suckers who would buy under these phony selling tactics.

  

  Business response

  10/15/2024

  Mr. Hariton came to the dealership in response to the internet advertisement. The sales manager was attempting to explain and go over the pricing and the necessary qualifiers needed for this special pricing. He was unwilling to listen and rude to the management staff. He was abusive in language and used several derogatory terms toward the staff. At that point we did not attempt to work with him further. Mr. Hariton wishes not to be contacted again; therefore, we will put him on a “do not contact” with our dealership. 

  Customer response

  10/15/2024

   
  Complaint: 22378325
  
  I am rejecting this response because: the complaint is as stated. Falsely advertising a price on line for a Camry XSE.  After giving me a sales pitch and having me drive the car ,the salesmen told me To look at the sticker stuck to the original invoice it was additional 8000.$. Then after complaining and telling them this is B.S they lead me to another office where another salesmen says he will drop the add on to his cost and that number came to $1800. Then he added up the original MRSP price .i have copies of this. Not the advertised selling price at point I said B.S. and left the premises they held onto my car keys for 20 more minutes. So much for truth. You can see from other complaints this is how they operate their business. Also I was able to go to my local dealer thru Costco and bought that model with no sales pitch no add on and no hassle. So much for honesty from this boiler room type operation.
  
  Sincerely,
  
  Steven Hariton

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just recently bought a 2020 Toyota RAV4 from this dealer car has a warranty not even a month with the car, I went back there to do a diagnostic they were told me to pay to do that My problem is does mechanic services cost $3788 & car care services cost $2176 I dont even ask to add them in the contract I even ask to cancel them in the contract they refuse to do that I need them to cancel those services in the contract right away please!

  

  Business response

  07/09/2024

  July 9, 2024
  BBB Lines **********
  2020 Toyota Rav4
  VIN: *****************
  ODO: ****** at purchase
  ODO: ****** at service
  Purchased 4/19/2024
  
  ************************ or his friend brought the Rav4 in for service on 5/18/2024.The check engine light was on, and the car was running rough. A diagnosis was carried out on the vehicle, and it was determined that someone had put the E85 Fuel (Flex Fuel) in the tank instead of regular gas. This car was not designed to use this type of gas. Flex Fuel is just 15% actual gas. The other 85% is plant-based, renewable ethanol. Putting E85 in a non-Flex Fuel car will cause reduced performance and efficiency and can also cause the check engine light to turn on in the dashboard. Over time the E85 can cause problems with fuel lines.
  The service tried to run the recommended services to fix the vehicle through Mr. *********** warranty, however it was turned down, as this was the drivers fault for using the incorrect fuel. The driver then decided not to do the recommended repair and left.
  ************************ then wanted to cancel his warranties as he felt they should have covered the repair.
  ************************ canceled these separate warranties on different dates. An email was sent to ************************* with the cancellation as an attachment to sign and send back. This was not done.We have since sent the form again to him on this date for him to sign and we will look forward to its return. We cannot cancel a warranty without this form signed.
  If you are having trouble with the document, we can mail it or you can stop in the dealership and see anyone in the finance offices and they will be glad to assist you.
  When the cancellations are completed, the money will go back to the lender ************ Auto) and this will lower the amount that is owed by you on this loan.
  If you have any further questions, please contact your salesperson, your finance manager, or the customer relations manager.
  I hope this has answered all of your concerns. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Prius was in an accident, so I took it to Bev Smith Toyota of ***************** and went through insurance.It was there 5 1/2 weeks.By the time I got it back, German wood roaches had the opportunity to start a colony. I noticed a couple driving one night. Subsequently, I found hatched cochineals under the back seat and took a picture.Aside from the hassle of having to set out bait traps, recent to the repairs (within 2 weeks), I idled the car a couple hours in daylight. This is the first time I did this since the repairs, and I had a new problem that wasn't happening with the car prior. I caught it starting to overheat (I did not let it continue to where the light would come on, but it was unmistakably on its way). I know this was the case because the engine block was getting hot enough to cause an off-gassing smell (sort of like burning rubber) to come in through the *** which was running warm compared to the set temperature. So, the heat from the engine block was affecting the AC's ability to perform, plus the smell from the engine block cooking.The fenders were also hot enough to cook my hand on at the time. So, it's not safe to idle the car now.Despite all this, *** Smith would not offer a complimentary diagnostic. They said I would still have to go out of pocket, and have insurance reimburse me if it was related.I can't afford to do this, in no small part because I spent most of a whopping 5 1/2 weeks stuck driving a gas guzzling rental car.It seems unreasonable to me given the circumstances that the diagnostic would not be complimentary.The picture enclosed is the hatched cochineal/s under the backseat.

  

  Business response

  07/09/2024

  Tell us why here...July 9, 2024
  BBB *******************************************
  ID# ********
  *************************** Prius
  *****************
  Last ODO reading: 185,813
  
  We wish to thank ************************ for choosing Bev Smith Toyota **************** for his automotive needs. We are sorry that he is experiencing some issues with his vehicle.
  ************************ relates that his 2019 Prius with approximatley186,000 miles is starting to overheat after idling it for a couple of hours in the daylight. It is not advised to idle your vehicle for such lengths of time,especially in the daylight as he has mentioned. This could possibly cause damage.
  The vehicle was released from our shop June 7, 2024 after having body repairs and body refinish. There were no repairs done to engine components or other internal parts. If the customer is now seeking a connection between the bodywork that was done and the vehicle overheating there is no reasonable way to connect this. The **************** advisor suggested that *********************** bring the vehicle in to let the body shop technician that worked on his car look at the panels that are getting hot and then to have the vehicle diagnosed by the service department.  If the issue is related to his accident the insurance company would have to approve the repair and they would reimburse the customer for the fee that is charged. ************************ hung the phone up on the advisor, instead of trying to work out a solution. The vehicle could perhaps have a completely unrelated concern.
  However, the Service Director, *******************************, will allow a one-time complimentary scan diagnosis on his vehicle. If you choose to have this diagnostic done, you must contact our service department to set up an appointment. The phone number is ************. ************************ is off on Wednesdays and will not be in shop 7/15-7/20. ************************ direct line is: *******************. 
  As far as the complaint that the vehicle now has roaches since its stay at the shop, we strongly object to this accusation. We have a service that comes in monthly for preventive care.  If a ***** is spotted, they would be called back in. If your car had roaches, it is very possible that your car had them when brought to our facility. If a technician must work inside a vehicle that has roaches, bug bombs would be set off inside the vehicle to help rid it of any pests. 

  Customer response

  07/20/2024

   
  Better Business Bureau:
  
  I will be taking them up on the offer, and providing they are good to their word, I won't be back on the BBB in regards to this matter.

  I do ask that they take a look sometime during the upcoming week. I will call them. It just can't be on or after Friday when I get my wisdom teeth out.

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a maintenance with my 2023 toyota tacoma sr5 , that I recently purchased with 30k usd down and 15k financed , they convinced me to trade in my new truck that only had 2k miles for a 2022 tacoma trd pro with 15k miles, I was pressured by two sales man to trade in the car that was only worth 51k so I would imagine I only had to pay 5k more since my truck was only worth 45k and the trd pro was listed for 51k, so I imagined the debt maximum would of been atleast 20k usd and now after I rush to get out of that dealership to get home I noticed my debt was up to 38k USD , I felt sick to my stomach and been feeling sick these past month and now I'm seeing a psychologists, I never knew they where going to charge me that much for a used toyota tacoma ... please help me , thank you

  

  Business response

  06/13/2024

  BBB ***************************
  June 12, 2024
  
  Thank you for reaching out to us via the Better Business Bureau.
  The selling price of the 2022 Toyota Tacoma 4WD TRD PRO was $53,491. The trade in value of your 2023 Toyota Tacoma was $39,000. Your payoff on the 2023 Tacoma was $16,904.41. You opted to purchase a maintenance (car care) plan for $2424.00, a service contract for $1148.00 and Xzilon Exterior protection for $1199.00 which combined added $4771.00 to your total.
  Please, contact our finance department if you would like someone to go over your contract or if you would like to cancel the care maintenance or service contract. We will be glad to answer your questions and go over your contracts with you.
  
  Please, see attached copies of the:
  Customer Information sheet
  Buyers Order
  Retail Installment Sales Contract
  
  You can contact the Customer Relations Manager or the finance department to set up an appointment to meet with the finance manager that did your paperwork. You can also have a sales manager go over the paperwork with you.
  Please contact the Customer Relations Manager at ******************* or ******************************
  Or the General Sales Manager at ******************* or *******************************. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Key details are that I live in ******* **. My dad lives in ************** **. Bev Smith Toyota is located in *********************The first transaction date was on January 18th, 2024. I purchased a car from *** Smith Toytota with the promise of 50/50 payment from my dad. ********************* was the sales representative who sold me a 2019 ***********. My dad helped me put down $1500 on the 2019 ***** Cruze. I was forced to pay the car payments alone until April. I went back to the dealership on April 18th, 2024. The second sales representative, ***********************, met me outside to greet me. When we entered the building, he told me that he smelled my car burning and I could not leave the dealership with the ***** Cruze because of the state that it was in. I was hesitant but let him move forward with the process. After a couple hours waiting, I was told that I could not get anything less than a brand new 2024 Toyota Corolla. I asked if he could find something else because I could not afford a $600 car payment so i wait a couple more hours. It's growing increasingly late and I need to make it back home in ******* so my dad promises me again to make 50/50 payments with me in front of ****** and the Sales analyst. With them bearing down on me, I had to move forward with the process. I was pressured into getting a brand new car so that Bev Smith Toyota could cover up their Lemon Car mistake. Anytime I tried to ask a question or change the car I was told it couldnt be done. My voice did not matter at Bev Smith Toyota. They took advantage of me and my first time purchasing a car so that they could cover up a mistake and get more money.They have been ignoring my emails and my attempts to contact them to resolve this issue. I have not heard anything from my dad in months.With how they have been handling the situation, i no longer want to be a Bev Smith Toyota Customer.

  

  Business response

  06/07/2024

  June 6, 2024
  
  BBB- *****************************
  ID ********
  
  ***************************** purchased a 2019 Chevrolet Cruze from Bev Smith Toyota on 1/17/2024. The cash price of the ***** Cruze was ******** plus fees, options and taxes which brought her total selling price to $17794.88.
  She had drivability issues with the vehicle numerous times and the dealership management agreed to trade her out of the vehicle and into a new 2024 Toyota Corolla. The Corolla was more expensive; however, it was new with a full manufacturer warranty and a safer car for **************** to drive. She wanted out of the ***** Cruze and this was the best option that we had to offer. On 4/12/2024 **************** traded out of the ***** Cruze and into a 2024 Toyota Corolla.
  Bev Smith Toyota sold **************** the Corolla for $30,599.71 giving her back against the selling price $16,000 for her 2019 ***********.More than what she paid for it! We cancelled all available warranties purchased on the first contract and applied that amount toward the price of the new vehicle. The Chevrolet Cruze loan was paid off, so there should only be the loan from Toyota.
  **************** made the decision to purchase both vehicles and signed all contracts. We helped by over allowing for the trade to make a fair deal for her to get her in a safe vehicle. Any arrangement for payments she made with her father would be between them. She is the only signer on the contract so the payments are her responsibility.
  An email to **************** was sent to her on 5/21/2024 in answer to her email as well as a voice message. She chose not to return a voice message but stated in her email that she saw the response, but she only wanted to get a response back to her initial email, however, numerous other people were included in this email and the conversation was intended for her and her father if she chose to include him. That is why the response email was not part of the chain. A response was made to the same email as she was using, but directly to ****************.  
  Please find attached a copy of the email from *************************, Customer Relations Manager.
  Also find attached the signed buyers orders and contracts for the ***** and the Toyota. 

  Customer response

  06/09/2024

   
  Complaint: 21798778
  
  I am rejecting this response because: 

  ********************* sold me a faulty ****** i almost died on the highway in that car. *********************** then sold me a brand new Toyota to cover up that mistake. ****** and the sales analyst would not proceed with the agreement until my father promised to pay half of the car. Either these three get fired or my original request gets fulfilled.

  Not only that but you let my father come back within the last couple months and purchase 3 more cars the same exact way. I know you have ************************* information on file. Contact him in regards to the corolla.

  You guys took advantage of my first time buying a car to cover for your mistake. I no longer want to be affiliated with your dealership or your company. I am asking for my original $1500 deposit back from the ***** cruze and i give you back the 2024 toyota corrola. You clear me from owning this car and its debt then we both go our separate ways.

  I'm done with Toyota.

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

  

  Business response

  06/13/2024

  June 13, 2024
  Bev Smith Toyota is responding to your reply and rejection of the BBB response to your initial complaint with Bev Smith Toyota.
  The 2019 Chevrolet Cruze was sold to you with a Dealer Warranty which covered you with a 90 day or 3000- mile warranty on the engine and transmission.  When you purchased the ***** you and your father were extremely specific that you had an inexpensive car that you would be able to purchase and keep your payments at a minimal. The ***** was a car that fit your needs and that you wanted. The Car Fax shows that there was minor-moderate damage to the vehicle reported on 4/1/2019, and it would not have been related to the service problems you were experiencing. see attachment of CarFax
  When you last brought the Chevrolet back to the dealership with issues, we traded you out of the car. No one made you do this. The purchase of both vehicles was your decision. The sales manager and the salesperson stepped back deliberately and let you and your father make this decision. You received a good deal and a much better rate on the Toyota Corolla, and it will provide you with many miles and years of good service. The first 2 years or ****** miles the maintenance is covered for you by Toyota. You have a 3-year comprehensive warranty & a 5 year or 60,000-mile transmission/engine warranty from the manufacturer and a lifetime warranty on your transmission from Bev Smith Toyota providing you follow the manufacturers suggested maintenance. The agreement you made with your father concerning the payments is between both of you. This was entirely your decision.
  The vehicle is in your name and registered to you. We cannot take the vehicle back. Nor will we return your down payment. We are sorry you are experiencing payment issues and hope you and your father will be able to resolve your differences.
  Please find attached the signed Buyers Guide and the CarFax. 

  Customer response

  06/24/2024

   
  Complaint: 21798778
  
  I am rejecting this response because:
  

  If the issues were not related to the major accident the Cruze was in, then what was the cause? It shouldn't have been the O2 sensor being replaced, because if it was then your technicians did something to my car. Again, this is an issue that falls on *** Smith as a dealership which needs to be resolved. Whether it be replacing current technicians with qualified ones and replacing sales associates with trustworthy, honest ones, or giving me back my down payment; it's a choice you guys need to make.

  And I was forced to trade in my car. ****** told me that I could not leave the dealership with the Cruze. He smelt the car burning and stressed to me that I would not make it home in the Cruze. Are you suggesting I should have taken a car that I got from your dealership that was having problems and risk getting killed on the highway with it going home? Please, I'd like to know what option I had in regards to my car, especially after ****** kept telling me I would not make it home in the Cruze. 

  Not only that, but ****** did not move forward with the process until my dad promised to pay. I had no say in this as my father and ****** proceeded. Now I have not heard from him in months and I cannot afford the brand new Corolla you guys forced me to take home. 

  Return my deposit, take back the car, and rid me of the credit card you guys opened in my name. There was no reason for a credit card to be opened if the Cruze was being used as a trade-in for Bev Smith Toyotas original mistake. I no longer want to be affiliated with this dealership or this company after your careless and greedy actions.
  
  

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

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used 2023 ****** Rogue from Bev Smith Toyota. Car salesman said they would replace the headliner. Headliner was replaced but was not done correctly. It's not flush with the ceiling. Passenger visor is broken and there are scratches inside my windshield.

  

  Business response

  02/27/2024

   

  February 27, 2024
  
  BBB ******************************* ID ********
  
  Dear Mr. *************** want to thank you for purchasing your 2023 ****** Rogue from Bev Smith Toyota. When you made the purchase of the vehicle you had wanted the headliner replaced as it had an imperfection in it. We arranged for this to be done while we provided other transportation for you. The work was completed,and you picked up the vehicle. Shortly thereafter you said you were not satisfied with the work. I reached out to you to make an appointment to bring the vehicle in last week for me to look at, however, have not heard back from you.
  I would like to see the vehicle and your concerns to see if there is something we can resolve that is satisfactory for both of us. The salesperson and the sales manager both said the work was done well and they could not see a problem.
  Please, call me at ******************* or email me at ***************************** to set up an appointment to look at your car.
  
  Sincerely,
  
  *************
  Customer Relations Manager
  **********************

   

  Customer response

  02/29/2024

   
  Complaint: 21308090
  
  

  I spoke with ************* from Bev Smith Toyota. I have a meeting scheduled with the ** this coming Friday. 

  
  

  Thank you.
  
  
  *******************************

  

  Business response

  02/29/2024

  ********************** and Customer Relations Manager, ************* spoke on Wednesday, Feb. 28 *****. We both agreed that he was to take the vehicle to the Kia ******** that is a sister store to the Toyota Dealership and speak to the *** A meeting has been set up for Friday, March 1 at 11:30.

  Both parties are satisfied with this and are waiting to see the outcome. 

  

  Business response

  03/01/2024

  ********************** and Customer Relations Manager, ************* spoke on Wednesday, Feb. 28 *****. We both agreed that he was to take the vehicle to the Kia ******** that is a sister store to the Toyota Dealership and speak to the *** A meeting has been set up for Friday, March 1 at 11:30.

  Both parties are satisfied with this and are waiting to see the outcome.
  

  Customer response

  03/04/2024

   
  Better Business Bureau:

  
  Hi! 

  
  

  I met with the General Manager, Friday. Very nice guy. He's going to replace my windshield and take 1000 off the vehicle.  I'm awaiting for confirmation/response from the dealership regarding the option given to me out of a few others. 

  
  

  General Manager was very nice and respectful.
  

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

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told I needed to change my wiper blades. They charge me for wiper blades. They never did it. It seems to be a recurring issue for them.

  

  Business response

  11/15/2023

  November 15, 2023
  BBB *******************
  
  Dear ************,
  We appreciate that you let us know of the incident with the wipers that were left off your Highlander when you came in for service. We are so very sorry that this occurred. The service manager has been trying to contact you and would like to set you up with an appointment to put these blades on for you. You also have other parts on order that are in and we can do this work at the same time.
  
  Please, contact us at your earliest convenience.
  ******************* ************************* or ******************************* *******************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 31st 2023 we bought a new Sienna van. the dealership told us a second key fob was on back order and it would take 3 or 4 weeks to get it. now its 9 weeks and we are still waiting. At $56,000 we thought they would take priority in getting us the second fob. I went by the dealership this AM and they were in construction ************** the showroom.

  

  Business response

  10/13/2023

  Re: 2023 Toyota ************ Key : ******** *************************
  October 12, 2023
  
  Dear ****************,
  Thank you for purchasing your 2023 Toyota Sienna from Bev Smith Toyota. We hope that you are enjoying it and have many years and miles of fun driving it.
  You are asking about the second key to your van and with good reason. Unfortunately for more than a year now all manufacturers of select vehicles with Smart Keys have limited supply to one smart key per vehicle. You should have received one Smart Key and one mechanical key when your van was delivered to you.
  This adjustment is temporary and is due to a global semiconductor shortage impacting certain microchips. So as not to completely halt the production of the vehicle, the manufacturers have decided to continue with production of the vehicles and to supply the second smart key later when available. We have begun to see the second key arrive and programed for customers that had purchased at the beginning of the year, so it would be fairer to say that it would look like the first quarter of **** that Toyota should be reaching out to you in the form of a recall letter. You will then be asked to contact the nearest dealer to set an appointment to have the second smart key programmed for your vehicle.
  I am mailing you information from Toyota ************ ******** explaining the situation more fully, with a Frequently Asked Question summary. Toyota recommends that you register with the Toyota **************** at ********************************************* and regularly check recall applicability using www.toyota.com/recall or safercar.gov. You will need to input your 17 digit vehicle identification number (VIN)
  I want to thank you for your patience in this matter and hope that you will reach out to us in the future if you have any further questions. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my 2010 Toyota Camry in 2009 , I was offered a program call tires and batteries for life as long as you maintain the upkeep of your vehicle at their dealership and that you were the sole owner of the vehicle.. I went on Saturday to get my oil changed, and was now informed that they are no longer honoring this program.. my issue is is that I should be grandfathered into a program that is no longer available since it does say for life.. I spoke with the service manager, and he said that unfortunately, it was at the discretion of the owner of the dealership I do not feel this is right to the consumer especially when all the maintenance of my vehicle has been done at the dealership since 2010 so my contract would not be void from oil changes to alignment to tire balance rotations etc. I have never received anything in the mail, stating that they are no longer honoring this program.. not happy !! Not sure why Life means nothing to them even though they still charge you for labor and disposable fees for tires and batteries for Life I guess for life means it comes with a termination date after 13 years. False advertisement.

  

  Business response

  10/06/2023

  Re: Battery & Tires for Life Program ID: ********
  Dear ******************,
  In response to the BBB complaint that you opened on September 27th I wanted to reach out to you. First of all, I want to thank you for being such a loyal customer and to take the time to let us know of your displeasure in ending this program that we have had for many years. We are pleased that you took advantage of this and kept your 2010 Toyota Camry in the best shape by doing all your service with *** Smith. Of course, this was one of the reasons we began this program. To reward the customer that took care of the vehicle and continued to bring the car to Bev Smith Toyota for all their automotive needs. This was strictly a loyalty program.
  We began another program (the Powertrain Lifetime Warranty)to replace this many years ago, and our customers have enjoyed this immensely.The main reason we did this was because we have so many customers that purchase from us, but do not live here in St. Lucie County, so the Batteries and Tires for Life did not work for them. If they did not do their service with us, they were out of the program. This made them angry and of course that defeated the whole purpose. Now, when you purchase a new car from us you get the Powertrain Lifetime Warranty, no matter where you service your car, as long as you follow the manufacturers maintenance.
  As far as ending your program, it has always been at the dealers discretion to discontinue at any time. It was also stated on the contract that you would be responsible for disposal fees and labor. *** Smith paid for the tires and or the battery when needed. I do know, however, that you have been a very loyal customer and that is why the Vice President has decided to assist you when you needed tires next. When you make appointments in the future for your service, please see *******************************, the Service Director. He has spoken with you about this and will assist you. I hope that you remain loyal to us for many years and miles to come. 

*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. ↩