Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Brought car in for ***** mile service which should have been $272.27, but deal preformed unneeded services which added up to $982.42. I researched all the service done and none of the extra services were due or needed, but my girlfriend didn't know and thought she was signing for just the ***** mile service as that is what she was told. I called the dealer to enquire about all the extra charges and was told that they always recommend doing these at *****, I let them know per Toyota customer service and online research that isn't true. I was the told to bad see already signed the paperwork. Toyota customer service said they can't do anything because this is an independentdealer so there hands are tied. I just want the overcharged money for service not needed refunded and to make others aware of this deceptive practice.

  Business response

  06/10/2024

  To whom it may concern

  With maintenance certain things are required by the manufacturer in order to maintain the warranty and then certain things are recommended to prolong and maintain certain items like brakes fuel injection system and throttle body. We recommend these items to every guest and whether they choose to do them is strictly up to them and in this case, it was no different. Once ************* got home and discussed with her significant other he did not agree with doing the extra services but the work was already performed and paid for. I personally called to discuss with ************* significant other and was hung up on. Toyota of Renton would be happy to provide a copy of the work order and signed credit card receipt from guest if wanted

• Initial Complaint

  01/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,I purchased a pre owned vehicle on 1/15/23 from Toyota of Renton, customer #******. I purchased the vehicle for $27,031.50. During the sales process, I was assured by my sales associate that all vehicles go through a rigorous inspection process to meet it's dealership standards before selling the vehicle. I even have an email stating that my next scheduled service was 5 months out. After only owning the vehicle for 14 days and driving 294 miles (very very light driving) I noticed the coolant and oil levels were extremely low. Unless there were major leaks or defects not conveyed to me, making the car unpurchaseable. Or the car was not inspected like I was told by my sales associate. I do not see how the fluids could have been that low. The coolant being below the lowest level could have been catastrophic if not noticed by myself earlier. I have contacted my sales associate and have received no resolution to this issue. I even wrote a review because I had such a good experience, but this is turning out to be quite the opposite of that.

  Business response

  02/14/2023

  I reached out to ************* and we got his truck back into our service department to just recheck along will fill any fluids that needed to be filled. I also apologized and assured him that we are hear to help in any way needed and that we do a very thorough inspection. He seemed that everything was ok after our conversation and getting the truck in.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Customer number is ****** 05/**/2022 my car electrical system stopped functioning and the car was towed to Toyota of Renton. Prior to towing I spoke to the mechanic and told him I needed a new alternator. The mechanic mentioned a multisystem check, and I told him I did not need a multisystem check because I know what is wrong and I need new alternator. The cost told to me was $540.00. Later I was told a need a new battery and the total cost is $1080.00.I told them I will bring my own battery and not use the Toyota battery. The cost for installing my battery is $40.00. When I went to get my car the next day, the **** was $896.06. I was told I was charged $220.00 for the multisystem check which I said I did not need. As expected the check did not reveal anything useful. Someone typed "Please Check and Advise" on the work order and I never said that, nor did I advise anyone to write that.

  Business response

  05/18/2022

  Here is the email my service manager sent to the guest. The guest was not charged a multi point inspection it was a diagnostic fee. We have requested the guest  call us and discuss and he has not emailed us or called us back. We would be more then happy to discuss so we can come to an understanding and resolution. Here is my direct contact information if he would like to call me personally or email me. I will be out of the office on 05/19/2022 returning 05/20/2022

   

  *******************

  General Manager 

  Toyota of Renton

  cell ************

  office ************

  email *******************************

  Customer response

  05/19/2022

   
  Complaint: 17213004
  

  I am rejecting this response because: I find the response is not credible. I have attached a copy of the service **** for your review. As previously stated I did not advise or imply "Please check and advise" as stated on the ****. Someone at Renton wrote that on the document. Note on the **** " SRS and ABS codes were check in my cars computer" If you ****** SRS and ABS codes you will see the extensive items checked/ I consider that a comprehensive diagnostic evaluation which was not want or needed.  The General Manager is not indicating there are different ways to check "diagnostic and multi-point inspection. I did not want or need any of it. I told them I needed a new alternator, I did not need any kind of an evaluation to tell me that. The mechanic told me alternator charge is ******. I was later told the total charge is ******* because a new battery is needed.  I brought my own battery and was told by the mechanic there is a ***** fee to install the battery. In my mind ****** and ***** is ****** plus tax. Is said Ok, The **** I got when came to get car is ******. The difference between ****** ****** is ******. Renton, Wa sales tac is 7%. 580 x 7% is 40.60+****** for a total of 620.60. There is a ****** difference between what the **** should have been without a diagnostic or multipoint evaluation, which I did not want or need. You can see on the **** the evaluation was done and I was changed for it. 

  I called ************ (Toyota) and asked to speak to the general manager. I was transfer to his office and got his voice mail. His message was have me paged if you need to speak to me immediately. I left a message and told him I had feedback to discuss. I did not leave my phone number because I thought he had caller ID like I do on my cell phone. I did not get a call back. I call again the next day in the morning and was told he was not at work but would be in at 09:00. I was not transferred to voice mail. I filed a complaint with BBB that same day because, if he want to talk to me he could have called me. Instead, he did not call and accuse me of not calling him. That is why I said they are not credible with their statements. Note the general manager did not states a cost of diagnostic evaluation or a multi-point evaluation nor did he say what is included with each evaluation or how they are different. Since they will see my response, my phone number is ************. I am still waiting for the call back from the general manager. If the message I left has not been deleted, it is still there.
  Sincerely,

  
  *******************

  Business response

  05/26/2022

  I talked to Mr. ***************** 05/26/2022 at 11:20 AM. After the discussion I am getting ************* a check sent back to him for $220.00 on 05/31/2022 as my office manager is on Vacation till then. ************* was happy to hear we would take care of it.

  *******************

  General Manager Toyota Of Renton

  Customer response

  06/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*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. ↩