Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've bought new Toyota RAV4 Hybrid on May 24, 2023. The sale person ***************************** License Number: ************** Deal Number: ***** said that all new car goes with ******************* PROTECTION-PREMIER with additional cost of $995. I said that I do not need and I want additional service. He said that if you don't buy it, we will not sell you the car. I need the car for business, and I took delivery of car. But 7 month later, I've got an accident, my car was total, the other insurance took liability and paid me, but I still owed the **** because i over paid at the delivery for ********* PROTECTION-PREMIER, that I don't want to buy. Each is cost $995, so I want refund of $1,990, so I can pay off the loan for car that I don't own any more. This this the fraud, they must sell the car without any additional options.

  

  Business response

  04/30/2024

  I'm sorry to hear of the recent accident.  I'm happy to help, I haven't heard of an insurance company not paying the full value for accessories or aftermarket ads that are applied prior to the sale of the vehicle.  Can you contact me with the claim agent for the insured.  It may be a matter of getting itemization of the purchase details.  Thanks in advance.  

  My email is ******************************************************

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I still have not received a full refund for the warranty as I requested. ************************* sold the car. He offered new winter mats, detailing of the car, and fixing a crack in the windshield. I did not receive car detailing or winter mats. *********************** was the finance person. He was grossly abusive. Two days after the purchase, I emailed **** to refund the warranty because my credit union could offer me a better price. Also, I was well within the 30-day window to cancel the warranty. **** sent abusive emails stating they "fund close to 10 million a year" and his "office knows where to send the check." I asked for clarification on timeframe and amount of refund, **** responded, "I told you multiple times the amount of the refund was the full purchase price of the warranty plus tax. I do not do computations for it. The office does. Then they send it to your bank. I apologize for not replying quickly enough, I had a bit of time off. That said, with all due respect we are 14 emails in on a process that takes one. At no point did you mention anything about cancelling the maintenance, and you specifically said you did not want to cancel gap." This is a blatant lie. On 7/19/23, I contacted the regional manager, *********************. I stated I do not feel comfortable interacting with ****. **** stated he would prepare the cancellation paperwork for me. I signed the cancellation paperwork on 7/26/23. Yet, I received a document via mail on 8/18/23 stating I have been enrolled and charged for the warranty package at $595.00. I contacted ***************************, Service Manager, whose name was on the document. ***** had no knowledge of the document and said he would look into the issue for me. I have opened a complaint case with Toyota Corporate to help resolve this issue. I was contacted by ****************** but no corrective actions have taken place to this day (9/7). My extended warranty still has not been fully refunded. I am owed approximately $3,000.

  

  Business response

  09/09/2023

  Mai, As the General Manager I followed thru with your request to cancel the maintenance plan and they were processed at the service visit you mentioned.  If you had or have follow up questions I wish you would have just reached back out to me vs. trying to include more people into the conversation.  *********************** has been on vacation and *************************** is a parts Manager, neither would know about what you and I processed.  I reviewed the original request and it didn't include a request to cancel maintenance, and **** was on vacation as he shared.  When you and I spoke on the phone I added maintenance and Gap to your cancellation and it was processed after you signed off in the service department.  The coupon book would have been initiated at the time of application a month prior to you receiving it.  That book is now void as you can see it's been cancelled and we won't accept them.  I attached copies of all the checks pertaining to your refund.  It appears the Warranty reimbursement check has not been cashed by the credit union, maybe it takes them time to open mail?  If you haven't received floor mats and we owe them to you I just need to know.  Again my contact information is ************ and ******************************************************.  I apologize that this hasn't gone as smoothly as you'd like. I'd encourage you to communicate with me directly on the matter.

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint yet.  For your reference, details of the offer I reviewed appear below.
  
  Given the problematic interaction with the dealership thus far, I will only close the complaint once everything owed has been paid to my credit union. There is still the outstanding check for $3448.80 that is dated 9/1. 
  
  Regards,
  
  ***************

  Customer response

  09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  The check has cleared and the issue is resolved. 
  
  Regards,
  
  ***************

  
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2019 Toyota Tundra. I have taken it in several times for a steering wheel wobble and feels as though my steering is loose. Upon inspection from a non Toyota dealer they noticed the steering rack was loose and had play in it. I then took it to Toyota to have them look a the issue as I have an extended warranty that I purchased through them. They stated they think my brakes are the issue however I had those replaced by a non Toyota dealer 2 weeks prior. The brakes were fixed by the other dealer next day. Toyota techs did say upon inspection of the steering rack that it indeed have play in it but they stayed that it was normal. And they did not fix it. The other shop informed me the steering rack would eventually get worse as time goes on. Toyota note the ode steering rack but does not fix it. I feel this is a safety issue as it feels my steering wheel is loose. I have never had this issue before on any other vehicle and Ive read online that tundra owners have experience similar issues with low mileage tundras having to have there steering rack replaced. It clearly is defective and the steering wheel should not feel like it does.

  

  Business response

  03/30/2023

  I appreciate the concerns and would like an opportunity to look at the truck again.  We can have another technician and even request Toyota offer an opinion on whether its within spec.  I asked ********************* our assistant service manager to reach out to you to get on the schedule.  Thanks for letting us know of your continued concerns.  

   

  ********************* GM

*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. ↩