I bought my first new car, a Toyota Corolla, at Kenny Ross Toyota in Moon Twp., PA. The salesman I worked with was great. HOWEVER, working with their financial representative was one of the worst customer service experiences I've ever had.
He kept pushing the extended warranty. I told him NO THREE times. He was insisting that the warranty would only cost $1 or $2 a month, even though that figure didn't add up. He finally came back with an offer that put the warranty at $200, instead of the initial $900. He showed me two figures, one with the warranty and one without. The one with the warranty was only $200 more. For that price I agreed to it.
When I was shown the final bill the list price for the warranty was $903, I asked him about it. He stated that in order to offset the $903 for the warranty he gave me a discount on the interest rate. I made the mistake of signing the papers (I should've walked away that point). Once I got home I reviewed the paperwork and the deal didn't make sense to me. I couldn't understand how I had saved $700 with the adjusted interest rate. It was nowhere in writing.
I went back to the dealership to see if I could get an explanation. I asked financial representative several questions about the numbers. He told me to ‘stop playing games'. He finally explained to me how he came to the numbers on the final agreement: The car without the warranty was shown at an interest rate of 9.6%. The car with the warranty was shown at an interest rate of 7.4%. (He didn't explain this to me until AFTER I had signed the papers).
If I would've know about those exact interest rates at the time I signed the paperwork I never would've taken the deal. I also would've shopped around for better interest rates if I had been quoted at 9.6%. I asked the financial representative when I could cancel the warranty. He said I would have to wait 30 days before I could cancel it since the papers were in transit to the bank. (That wasn't true).
I called his manager the next day, explained the situation to him and told him I wanted to cancel the warranty as soon as possible. He told me I could come in and sign off on it that day, so that's what I did. The financial representative told me that the $903 would be taken off of the principal of my loan and it could take up to 3 weeks for the figure to show up on my statement.
Six weeks later the figure had not come off my balance so I called the manager and he referred me to the financial rep. I was told that sometimes it can take up to two months for the money to be taken off the principal. Two and a half months after signing the warranty cancellation the money still had not come off the principal. Over a 12 day period I placed ten phone calls, left six messages, spoke to the finance representative twice, the manager once and had my father send an email to the dealership. None of my messages were returned.
On October 29 I was promised a call back within 15 minutes of speaking to the financial manager. Two hours later I had received no word so I called and left a message asking him to call me. He never returned the message. On November 1st I spoke to the manager and he promised me a call back about the situation on Monday, the 3rd. I finally received a call back on Tuesday the 4th from the financial rep. He stated that the deduction would be processed that day and a copy of the paper work would be faxed to me.
When I received the paperwork from Kenny Ross Toyota it stated that only $703 (as opposed to the $903 promised) had been deducted from my loan. I called the financial representative again and was told he would look into it and get back to me. I called once again two days later and he told me that he would talk to someone in the leasing department on Monday about it. No word on Monday so I called yet again on Tuesday and he said he couldn't help me and I would have to talk the leasing office.
I left a message with leasing that day. I finally got in touch with them on Wednesday and had the remaining $200 deducted by that Thursday. After canceling the warranty I had to place 16 calls to this dealership just to get to what they had promised me three and a half months earlier. (I would have gone in person but my job required me to move out of state). I felt like I was being ignored in the hopes that I would just go away.
Working with the financing representative was an absolute pain. He was condescending, manipulative and I felt like he was just trying to pull one over on me so he could get a few extra bucks. The worst part for me is that in mid December of last year I sent my customer survey (with an attached letter) to Toyota detailing my experience. It's been five months and I haven't received so much as a "thanks for filling out our survey". It doesn't seem like Toyota cares about me as a customer.
This was my first new car and my first experience with Toyota. I should've known better when making the deal, but that does not justify the way I was handled by the financial rep. or Toyota itself. The car is very nice but to be honest I wish I would not have purchased it.
WASHINGTON, DISTRICT OF COLUMBIA -- I have a 2005 Toyota Matrix. I am happy with the car itself for its utility and gas mileage, however, with two different Toyota dealerships that I have been to for regularly scheduled service, as well as for warranty items, my experience has been terrible. My first experience was with Jim Coleman Toyota located at 10400 AUTO PARK AVENUE BETHESDA, MD 20817. I went in for my 30,000 mile service, along with a warranty issue (interior moon roof trim coming off).
The service representative was polite, but was giving me completely false information. Of course they were "all booked" even when I made the appointment a week in advance. They charged me $150 ABOVE every other dealership in the area (I checked afterwards) for a total of around $550. I had also complained about a noise coming from the clutch. Of course, everything was found to be "to factory spec" even though the noise continues. They also added all sorts of extras (wiper blades, air filter for cabin and engine, etc. etc. that I had not requested). To top it all off, when I went to pick up the car, I had to wait over 1 hour to get my keys back.
The moon roof trim was STILL the same. I showed it to the person and he said, “Well let's reschedule another time for you to bring the car in and we'll take a look at it.” I decided never to go back. My second recent experience was with 355 Toyota located at # 15625 Frederick Rd., # Rockville, MD 20855. This experience takes the cake!
I took the car in for three things, all covered under warranty: 1) the moon roof trim still unfixed 2) a side body kit panel coming lose (stock Toyota part, not aftermarket) and 3) a rattling sound coming from the undercarriage when going over bumps. I dropped the car off early in the morning and showed the service representative all three issues in the car. The gentleman told me that the car will be ready by 8pm that night, and that he will call me if anything changes. I waited until 9pm and didn't get a phone call. Of course they were closed by then.
The next day, I had to take a day off of work. I call them in the morning and no one could tell me where my car was, what work was done, and what the resolution was. I had to call back six times within 45 minutes (two times, I was just dropped after being put on hold). When I finally got a hold of the gentleman who I had met the previous day, he said that he had other customers at the moment and he will call me back within the next couple of hours. He couldn't tell me what was done to the car, if anything. I decided to just go there and meet with a manager.
The manager listened to my story, checked his computer and told me that the car is to be sent to the body shop and will not be available for another 3 days. When I asked for a rental car in the mean time, he refused. He told me that they had made a determination that the damage (undercarriage and the body trim) was due to some accident (entirely untrue) and that they won't be fixed under warranty. When I told him that I needed the car to go to work, he said well then I can give you the car back, but you will have to take it to the body shop yourself and figure it out.
When the car came around and I sat in, I noticed that the moon roof trim was STILL untouched. When I complained and showed him the problem, he said that he will have to order the part (it just needs to be glued back) and that he will call me within 4-6 weeks once he gets the part. When I complained that the car will probably go over its warranty mileage by then, he said that I was being rude, that he didn't want my business and to "Get out". Please never give these people any of your business. On a related note, does anyone know of a good Toyota dealership in the area that I could go to? Thanks.
UNION CITY, GEORGIA -- I purchased a car six months ago at the Toyota of Union City and made a trade at the same time. I was skeptical of purchasing the car that I picked out because it was not within my price range, but it was the only sports car they had in inventory. I was assured by the salesperson that in 6 months it would be refinanced if I make all of my payments on time (I assume this was the lie told to me to persuade me not to leave).
I relayed that I was on disability and that I was buying it under the pretense that it would be financed in six months, I and could not afford to make the payments beyond six months if it were not refinanced. I was again assured that I would be able to refinance, and that I would be contacted to do so in six months. The contract was made in such a rush that my address and phone numbers were not even entered properly (even though my address was on my driver's license).
I wanted to bring my trade-in car back the next day after I cleaned it out, but was told that I could not. I rushed cleaning out my car. The next day I told him that I was missing a ring, and that I need to check the car I traded in. ** told me that it was already gone. Several days later I found out that it was in fact not gone.
I was not asked whether I wanted a warranty or not but instead it was automatically added. I was told by my sales representative that there was no way of correcting it. I came back several days later to see if they got the drivers manual that ** promised me (which I later found out from another sales representative that they don't order manuals if it didn't come with the vehicle), and was told that we could now do a new contract without the added unnecessary warranty.
We did the new contract and I made sure that he had my correct contact information. After 6 months of promptly making payments, I called the Toyota of Union City, and inquired about refinancing. I spoke to **, who told me she would met with me to discuss it further. Upon arriving I was told that ** wanted me to meet with sales representative, ** instead. I was told that I was not approved for refinancing.
I was on my way out of the door when ** offered to "help me out" by putting me in a 2010 Toyota Matrix, and trading in the car I bought 6 months prior, in order to reduce my car payment by $65. I agreed to do so on the 26th of March. I was told to bring the car back in the morning for detailing. In the morning when I arrived it was revealed that the payment I agreed to would be increased because someone quoted me wrong interest rate, thus another contract was written with the new increased monthly payment.
The sales floor manager ** said that the car could be refinanced in twelve months and that if anything came up, or if I had any questions I should let him know. The very next day I heard rattling coming from the car while I was going through a drive-through. I took the car to the nearest Toyota dealership (McDonough) and was told that someone must have backed up and hit something in the car, causing the muffler to be loose.
The technician also stated that he could tell that no one looked under the hood in a while because the fluids were not topped off, the car had way too much oil, battery acid was all over the battery suggesting a leak, and lastly there was a rodent's nest near the filter!! He suggested that I take the car back to where I purchased it. I called Mr. ** and left a message detailing the findings, but never received a call back.
With much hesitation and regret I took the car to the service center of Toyota of Union City, accompanied by my father. Upon walking into the showroom I saw my salesperson, **, who avoided us completely. He never asked why I brought the car back or anything. Instead he walk passed us several times. After boasting a couple of days prior about being the top sales man, he didn't have much to say at all. Another salesperson simply directed to the service center.
One of the general managers ** spoke to my father and assured him that everything would be taken care of, explaining to him every detail of the process, at which my father directed him inform me instead of him, which was quite chauvinistic of **. He explained that the inspection of the vehicle was obviously not done properly. The battery was replaced, and the rodent's nest removed. The rattling was not addressed because it was driven instead of parked, and the rattling could not be detected at the time it was checked.
Several days later I hear the rattling again, and I took the car back. I met with a different technician ** of whom I told about the rattling and he set in the car with me in the parking lot and heard the rattling and cracking sounds. He determined that it was the muffler just as the technician at Toyota of McDonough did. He said he bent the plate that was above the muffler (or somehow or another tried to stop the muffler from rattling), and that if it didn't stop making noise, I should come back.
Again the next day I had to bring the car back with the same rattling. ** told ** to handle the occurrence since he was going on vacation. ** told ** that he heard the noise and believes that it is the muffler (confirming what the Toyota of McDonough said). In the course of doing paperwork **, informed me that these things are hard to detect and that used cars sometimes have rattling. I informed him that this is my 3rd used car that I purchased, and I've never had problems like this before.
Quite frankly, I am shocked that he actually said that knowing that several people had already determined something to be wrong with the car. Also I may not be a mechanic, but I know that a car just purchased should not sound like an old car. I would think that someone who worked with Toyota would feel the same way considering that this rattling car has this new Toyota of Union City tag on it, which would ward off anyone from buying a Toyota. I feel that if ** did not hear the car for himself, then my concerns would have just been dismissed.
I had the shuttle drop me off at work, and an hour later I get a call from ** stating that the noise that I had been hearing was caused by a gasket around the area of the muffler that was missing! It was non-existent, and needed to be ordered. After everything else that this car has going on underneath the hood, I am not extremely surprised. However, I cannot believe that a dealership like Toyota would sell a car like this. I had the missing gasket put on (my fourth venture to the service center), and I honestly don't feel very good about this whole experience or about the stability of this car.
Currently the Maintenance Required light is on and will not go off. Which means that it was not properly maintained before I purchased it. I have driven it very little due to all of the problems I've had with it, however my family is planning to go out of town this week for a funeral and I am worried about taking my newly purchased car out of state. I feel like I am waiting for the next unpleasant surprise to be revealed under the hood, since obviously no one is looking very closely, even after receiving information about where a problem could have originated.
As I've said I've bought 3 cars in the past, and have never had such a horrible experience. In fact I've never had any problems at all with my past cars. I truly regret doing business with such an unprofessional place and I can't tell you how bad it looks to come away from a Toyota dealership feeling as though I've been taken advantaged of.
Lastly this particular Toyota boast a 24hour return policy. Interesting enough this policy did not apply to me. Once I got home I noticed that on the "WE OWE" form, of all places, it stated that "customer will not bring back car in 24hrs", which is more than odd. I believe that Toyota of Union City knowing sold me a car with mechanical problems.
I think that the corporate office should know these happenings, because the actions of shady employees end up discouraging people from doing business with Toyota. I cannot tell you how many of my peers, co-workers, and family, have expressed shock and disappointment over my current predicament. I myself expected a lot more from a reputable business such as Toyota and I do not feel that anyone deserves to be dealt with in this manner, especially when involving major investments.
WINTER HAVEN, FLORIDA -- On March 18, 2012, I and wife purchased a new SUV from the Toyota of Winter Haven. I brought a copy of an quote I received from the dealer via E-mail for a 2012 RAV4 model priced at $22,189 to negotiate. The bluetooth system unique to the 2012 model was especially intriguing and a reason I preferred the 2012 model over the 2011. Also, after checking on the KBB, I saw that the 2011 new vehicle loses almost $9000 in value for first year in contrast to a 2012 that loses significantly less.
I lost two year value instead one year. The sales person ** conned me to test drove a 2011 RAV4 without my knowledge and corresponded back and forth with the sale manager many times, but finally met my price at $21,950 and a $4,700 trade for my old car, but the dealer did not tell me that price negotiated was for a 2011 vehicle. When I was almost finished signing the contract, I saw that the contract was for a 2011 model, rather than the negotiated 2012. Because I paid the price of a RAV4 2012 but received a RAV4 2011, I am not satisfied with this deal.
I asked where the copy of an quote is, but they all said that do not know where it is at, and they cannot find it. Their sales manager ** offered my wife and me $500 to keep the car, but knowing that would not fully compensate, I requested $700. Despite agreeing with my request, he only gave us $300 and some other form of compensation additional, but since it was Sunday, no high level management working and the deal would have to wait. He will talk to the highest management on Monday to compensate us.
On March 20, 2012, I went back to Toyota of Winter Haven to speak to the high management. They responded with a bad attitude, and offered me no help, telling me I was bonded to the deal. I believe I negotiated for a 2012 Toyota RAV4, thinking I got a fair deal, but in reality, the salesman and dealerships conned me into buying a 2011 model for the price of a 2012. The dealership unfair and deceptive sale and its workers are unfriendly and dishonest.
Also according from the dealer website, the dealer website offers 0% ARP for 36 months on a new 2011 RAV4 model. Also, according from edmunds.com, I could get a $500 rebate or 0% ARP. The Toyota of Winter Haven dealership did not offer us any of these saving programs. I have a few of other dealer's quote via E-mail for a 2012 RAV4 model price: 1) Toyota of Tampa's quote priced it at $21398, 2) Toyota of Orlando's quote priced it at $21276 and 3) Smart Auto Offers' quote offered it for $21800.63.
Also the quote via E-mail for the 2011 RAV4 model from Toyota of Tampa priced it at $19990. According to all of these quotes, it is clearly proven that Toyota of Winter Haven did not give me a fair price for my car. I request for the Toyota of Winter Haven to exchange my 2011 RAV4 to 2012 and should meet the comparative price of the market. Refund over price for 2011 model.
;TORRANCE, CALIFORNIA -- I purchased my 2005 highlander with a extended warranty 2 years ago. My first problem was a year in to owning the car the door handle came off, you could see a screw came loose inside. Toyota refused to fix the problem saying the lack of a handle was cosmedic. Are you kidding? If I was in an accident my passenger would be trapped in the back, a rescue unit could not get the door opened, there was no handle to open the door. So to protect my family I paid for the repair myself.
On November 12, 2010, Friday, I took my car in. The cd/radio would not work. When I put a cd in it popped right back out. I was told 2 days to repair, I thought great. I was promised a update so when I didn't hear anything on Monday, Tuesday, I called on Wednesday. It took 4 call to learn the service person was not in and would call me the next day, he called only to tell me maybe a week. That was not acceptable so contacted the manager of the Torrance, ca dealership.
I explained the situation to him. I had the extended warranty, why would it take so long? When I contacted the extended warranty they informed me that they would replace the unit if they had the model for that year or repair the unit. When I explained this to the manager he said he would check in to it. I never heard from him again, so on Friday November 19, one week later I contacted the Toyota corporation to file a complaint.
After the weekend I was contacted and told I would have to wait until December 10, 2010 and that is no guarantee that the unit will work. My question was why does it take so long? In the meantime I've paid thousands of dollars for this car only to have to see a big ugly hole in my console every day. When I contacted the Toyota corporation and explained that that was unacceptable, a month without a radio, it's horrible pure torture for me. I was told too bad, live with it.
Toyota doesn't care. What can I do? How long should someone wait? I'm sure they could put a complete car together in less time than it would take to repair my unit. Why, why, why does it take so long to repair a cd unit? A week ok but a month way too long. Come on Toyota you are not going to get repeat business with this horrible service. A note to all, Toyota doesn't care, they lie.
If I have to hear one more sorry for the inconvenience I might get sick. Just fix my unit now, I'm tired of waiting. No one should have to wait a month for a cd unit, come on. They should drive around in a car with a big gaping hole see how the like looking at that every day. It's ugly not to mention the silence. No music, no news, no weather report. Terrible, shame on you Toyota.
SEATTLE, WASHINGTON -- Hello, I'd like to compliment three members of Toyota of Lake City for taking a rough transaction on a new car very easy to handle. My wife and I purchased a 2010 Toyota Matrix on June 24, 2010. I noticed the very next morning that I had trouble with the side view out the windows when I was changing lanes on the freeway.
I attempted to return the car on the 25th of June, less than 19 hours after the purchase. Mr. ** was very patient and empathetic, yet could not undo the deal. My wife ** and I left very disappointed and a bit angry. The next morning I was able to speak about the situation to the dealerships Customer Relations Manager, Ms. **, who was very empathetic, and assured me she would speak to the General Manager (Mr. **) about this matter.
Several hours later Ms. ** phoned me and let it be known ** and I could meet with Mr. ** on Monday June 28th at our convenience. Ms. ** was very nice during our conversations and instilled in me the knowledge that Mr. ** was very interested in resolving the issue the best he could. That was indeed very encouraging.
On June 28th ** and I were introduced to Mr ** who was very polite throughout a meeting that did not go very well because ** and I could not understand why the deal could not simply be undone. After several explanations by Mr. **, we still couldn't understand why it couldn't be reversed. ** and I left very disappointed in a car that was not truly safe for me to drive due to the visibility while changing lanes.
We hadn't been home more than five minutes and Mr. ** called and spoke with me and presented an opportunity to come back the next day to see if the issue could be resolved. We were not being forgotten purchasers. He was genuinely wanting to make us happy and that was very clear over the phone.
At 2:00 on June 29th, I returned to Lake City Toyota and was greeted by Mr. ** who had been our salesman from beginning to end. He was very supportive of us throughout the process and was the sales person I requested to work with Mr. ** and me. The three of us sat down and discussed my options. When I mentioned that getting into a base 2010 Matrix wouldn't eliminate the visibility issue, there was a moment of silence and it was clear to me both gentleman were mulling over another option.
When I mentioned that I could not get into a car with a trunk because of my back, and that I truly need a hatch back or a truck to remove items safely. They contemplated this a moment. I then mentioned looking at a Scion. Both men perked up and Mr. ** thought that could be an excellent fix.
Mr. ** remained very supportive through this process and took me on a test drive in a 2011 Scion XB. Mr ** encouraged me to take the XB onto the freeway to see how well the auto would work for me. It was wonderful. I did not have to crane my neck to see the side view. In fact, my analogy of the view is that .. "it is like being on a bicycle".
When Mr. ** and I returned to the showroom, there was no doubt that the XB was the solution. Mr ** helped us get a nice, low interest rate and very nice monthly payments. Mr. ** was simply very honest and supportive throughout the process and yes, I would go back to Toyota of Lake City because of Ms. **, Mr ** and Mr. **. If Mr. ** hasn't moved on to other pastures when it is time for ** and I to buy a Tundra or Tacoma, he will be who I seek out to assist in the purchase.
These three employees were very instrumental in turning an uncomfortable discovery into a very manageable solution. I truly think the Toyota Corporation should acknowledge their fine work as exemplary employees. I am very grateful for Mr. ** patience and professional approach, even with customers who were as unhappy as ** and I originally were.
Bought a brand new FJ Cruiser in 2007. Never bought a new Toyota before, always heard about their reliability, etc... At 3822 mile the clutch went out. Left me stranded out in the middle of nowhere with my young grandkids in the backseat. Towed it to the dealer, had it fixed and they said it was a defective part. Showed me the broken part and it looked like it came straight out of a box. It was just "broke". And believe me, we were babying that thing up to that point.
I've been driving manual transmission for 40 years and never had a clutch fail on me. A little disappointed in Toyota products at that point. Never liked the way their case manager handled my case, in fact I was lied to. I had been tracking the progress of my vehicle repairs with this kid they put in charge of my case with their customer service. Wasn't very happy with the way things were going, but I wasn't belligerent or anything to the kid. Then one day he won't take my call. He has a coworker tell me he is not in.
After insisting repeatedly to speak to his manager, suddenly the kid picks up the phone and asks me what he can do to help me. He was sitting there the whole time and just didn't want to be bothered with his job. But my real complaint in the fiasco of an experience I've had dealing with Toyota is with Toyota financial. What a bunch of incompetents these people are.
I've been trying for months to correct a discrepancy on my monthly statement, and each month I'm assured that it will be taken care of. In fact all they've done is make things worse, and I fear it may be affecting my credit. And it's ALL their mistakes. They can't seem to do anything right at all, and I'm to the point that I fear any more communication with them may only make things more of a mess.
Even worse, I can't get any information to circumvent them and let an adult in the company know that their financial service is dropping the ball. I write this in hopes that I can warn anyone out there that is thinking of buying a Toyota that they are very overrated and you'd probably be better off going in a different direction. They made me feel like they were doing me a favor to buy the car, then they made me feel like they were doing me a favor to let me keep the car and continue to pay for it.
Well, Toyota, as far as I'm concerned you can pack all your belongings and head for Japan. I can't wait to get rid of this vehicle I know longer trust fearing another "design flaw" that many of their other cars are experiencing. Going to get rid of it and get me a Jeep, and Toyota won't have to worry about doing me a favor by letting me buy any of their cars in the future.
ARLINGTON, TEXAS -- I have owned and operated an automotive mechanical and body shop for 30 years now. I personally am a certified master tech and had originally worked for Nissan becoming one of the earliest Nissan Master techs. I served as a substitute teacher for a few auto equipment manufacturers, teaching both in the mechanical and collision trades in night classes when called upon.
I have found over the years that there are a significant number of people that bought their cars and never opened their owner's manual which came with the car, consequently never knew about the proper operation, care and maintenance of their vehicles. There are also the buyers who think that buying an economy car means that you do not have to maintain them with timing belt replacements and other services necessary.
A properly maintained Camry that I have had come through my shop on a scheduled maintenance basis often saw 250-300 thousand miles without any major repairs, just regular maintenance. Misunderstandings come often from not giving the service writer the proper information needed to address your problem. Case in point, I have a disgruntled customer who feels that because I replaced a drive belt on her car at her request (it needed replacement), it wouldn't start the following morning.
The engine spins but won't start. "Did it do that before it came here?" “Yes, but you put a new belt on my car, so you must have fixed it and now it has not remained fixed!" NOW as with many other shops and dealerships, they are expected to give unconditional warranties on an entire car because they put a wrench to it? We get cars where they had an expensive repair done at a dealership and it quit running on them. They don't want to bring it back!
We often ask if we can see what the other shop had done? The majority of the time their problem is unrelated to the services rendered and often we see notes written on the receipt informing the customer of the very thing that the car ends up being towed into our shop for! Should the other shop be bad mouthed? Many people feel ripped off if they have a problem with a repair and do not want to bring their car back. IT IS YOUR CHOICE AS TO WHETHER YOU WISH TO EXERCISE A WARRANTY WITH THE SHOP THAT DID THE REPAIR.
Do not expect to present them with a bill from another shop because it will not stand up in court! People look at Toyota's and think foreign car! WRONG! Depending on where you live, your neighbor may have built part of your car, truck or the engine! Look at the manufacturers label of you Chevrolet Impala some time made in Canada! Why? What is wrong with the same Americans that Toyota, Nissan, Honda and Subaru employ to build cars that our citizens curse because they have foreign names.
Check your Dodge Caravan. CANADA! Chevrolet had a joint venture one time in California building Toyota Corolla's and Geo's with American labor! Look at the label on a Geo tracker some time, it ain't made by Americans. Toyota Tundra's are manufactured in Indiana and Texas with American labor, not Canadians, Mexicans, OR CHINESE! The 381 HP V-8 in the Tundra is built by American workers in Alabama! The trickledown theory? How much do you think Toyota Motor corp affects our economy over all?
Remember, shipping, insurance, vendors, technicians, warehouse facilities, dock workers, building contractors and their run off, Dealerships, independent shops as mine. Auto-zone markets parts for Toyota's which aren't original equipment, but it is the Toyota vehicle being here that created the market which warranted enough call for them to seek out a company that would make a part for the car other than Toyota. I could go on, but I think you can grasp the concept of how positive Toyota Products affect our very economy.
In our 30 years of operating, we have found Toyota's to be a top notch product in comparison to most of the competition. A 2000, Impala my mom owned the interior was falling apart, the paint had faded and the steering wheel at the top had disintegrated! My best friend's Dodge ram's dash board crumbled and so did the plastic face pieces. We couldn't even buy parts of the dash from a junk yard because they deteriorate that fast! My shop services all makes and models. It isn't any cheaper to fix a Chevy than a Toyota.
I have had literally thousands of Toyota's through my shops over the 30 years I've been here. Yes, not every car is perfect, but see if you can look at and compare the technical service bulletins which are issued on each make and model. You will find Toyota's do not have anywhere near the problems of many of the other products. I do not believe that every Toyota which is being recalled has a problem.
I believe that Toyota is bringing them in, in some cases to idiot proof them because some of the public haven't the brains to put the floor mat which they unhooked to clean the car, back on the hook designed to keep the mat from sliding toward the gas pedal. And the people not smart enough to know that a floor mat not designed to fit may possibly interfere with the brake, clutch or accelerator pedal and haven't the common sense to keep from installing it.
For those who may experience a pedal sticking and/or cruise control which might want to take over, look to your RIGHT! The thing called a gear selector. It can even be knocked into neutral even by a person in the back seat in a panic situation. There is also a thing called an ignition switch!
AS LONG AS YOU DO NOT REMOVE THE KEY, TURNING IT COUNTER CLOCKWISE WILL JUST TURN THE MOTOR OFF. Both actions will immediately cause acceleration situation to stop. There are more Toyota's, Honda's and Nissan's from the 70's and 80's on the roads than you might think. I have rarely a week where I do not have at least one Nissan, Toyota or Honda from those time frames.
Right now I have 1 1971 240Z, 1 1978 280Z, 1 1970 Datsun 521 pickup, 1 1981 Mercedes 300TD, 1 1983 Mercedes 300TD, plus my body shop is doing two restorations. A 1965 Elcamino and a 1960 Impala. Both have been sitting for over 20 years. The others are daily drivers. This doesn't include later model Chevy's, Fords, BMW's, Mercedes, Toyota's.
STOCKTON, CALIFORNIA -- I frankly do not understand as to why it has been so difficult to be assisted like a good customer should be at the Toyota Dealership located on 2150 East Hammer Lane, Stockton, Ca. 95210. Especially since that is the location where I purchased my first car, and then 2 years later went back to upgraded to a newer model, which I have now (2005 Scion XB to a 2009 Scion XB), and recommended my mother as well, who also purchased a 2008 Camry.
Today, my sister went into that dealership to drop off my car for me during her lunch because I commute 1 hour out of town due to the left brake light going out. I had previously brought this car in for the same reason; difference is before it was the right brake light that went out. The appointment had been scheduled at 9:30 am on 09/15/09, and she had been told a shuttle was available if a ride back to a location was needed.
Upon dropping off the car my sister was instructed to wait because the shuttle would not be back for another half knowing she had already requested one the day before because she stated she would need a ride back, she ended up having to find a ride to avoid being late back to work. Before leaving she was instructed by ** that she will be contacted once the analysis for the repair was determined. No one contacted her.
So she then contacted the dealership in the customer service department around 1 PM an hour before her shift ended, depending on the feedback they were to provide her because the car was her means of transportation home. On that call a representative told her that a part would need to be ordered for the repair to be made, and that the part is on back order for at least 1 week and a half.
No loaner was offered or any type resolution to help, until she requested it, even after explaining to representative that I needed a car to commute and that I had previously been pulled over and given a fix it ticket because of this issue before 2 months ago with same turnaround time to be fixed. Having to pay a fee out of my pocket to have the ticket written off after my commute late from work, and still nothing was done. She was just told that they again would be calling her back, and once again an hour later no one called back.
Finally she spoke to another representative when she got off of work after finding a ride home, and finally was told that a loaner would be provided, but it wasn't guaranteed due to another customer using it that had been waiting on a car repair as well, and the car would only be available if the car was repaired today.
The only other option offered would be to rent a car. Finally around 3:30 PM she was then instructed by ** that a car was available at the dealership and she could go down there to pick it up. She had to find another ride, when she arrived nothing was provided to her, she was told that the only way the loaner car would be released was if she had a big corporate car insurance listing names like AAA, 21st Century, ETC... That would cover the loaner.
Pretty much stating, that the full coverage insurance Titan Insurance, currently covering my car, which I have had for over 3 years, was not good enough for the car to be released to her. She became upset and said, “Well what are you guys going to do for me?” and no response was provided, other than having them request an Enterprise rental car in which they would only provide a purchase order for in the meantime, and that she had to leave a deposit for a hold of about 250 dollars apart from that pay for insurance to cover the car too.
At that point she had had it, requested to speak to a manager for assistance because all ** kept saying to her was it was policy and he couldn't do anything to help other than give her back the unsafe car that I would have to drive with one brake light and commute with at 3 AM every morning until the part was received, and with her luck the manager was nowhere to be found.
All ** said after no attempt to help was, “Do you want me to go get your car?” So she finally said yes and now I'm stuck having to drive my unsafe brand new 2009 car illegally AGAIN with another brake light out in and out of town with no other options. I purchased that car because I wanted a reliable means of transportation, not a vehicle that I would continuously have to keep bringing in for repairs.
I think I was better off with my older car, I'm so unhappy with their services, do not feel like a valued customer, and hope no one else has to go through this experience or that at least they redeem themselves in same way to show me some type of willingness to assist now that I'm having to wait almost 2 weeks to have my brake light repaired. I'm requesting a response to this email with a resolution to this complaint.
I am sure that Toyota Motor Corporation does not want to be held responsible for "God Forbid" an accident of any sort due to my missing brake light in addition to any additional traffic fines that I may incur during these 2 weeks. If I don't receive a response or any assistance from Toyota I will have no other choice but to contact my attorney, the BBB, and share my story on every complaint board possible.
VISTA -- When it was time for me to get a new car, I trusted in Toyota Motors for a variety of reasons. Generally speaking, Toyota is known for producing quality cars and in the past, I have been very satisfied with the Toyota cars that I have owned. They have great gas mileage, they do not require as much maintenance as other lesser brands do, and they are aesthetically pleasing. I support Toyota's Lean Manufacturing. I have always recommended Toyotas to friends, family and colleagues.
However, unsatisfactory customer service can change all that. And, that it exactly what I have experienced at the Carlsbad Toyota Service Center. I currently own a 2008 Toyota Yaris in Polar White. I have never had an issue with my car before. My reason for visiting the service center was due to an interior leak which (evidently) resulted from a clogged drain pipe for the air conditioning condensation.
I first noticed the leaking drainpipe on August 30, 2009. It was the only time I ever saw anything leak from the interior of my car. I decided it would be a good idea to bring it in for a service check and I assumed that this type of thing would be covered under my 100,000 mile warranty. On September 1, 2009, I took my Yaris in for a service check.
** is the person with whom I spoke with for most issues regarding my Yaris that day. Mr. ** told me that the issue was not covered under my warranty but that the service check would be done free of charge on ‘goodwill'. He explained to me multiple times what the issue was. He employed the use of technical jargon, which obviously, I did not understand because I do not work on cars for a living.
I asked Mr. ** to explain what was going on inside my car in more elementary terms, but he proceeded to explain the issue the same exact way. He also seemed rushed, and told me, “I only have 15 minutes.” He seemed eager to get to the next customer, but I left without having my questions answered. Today, I still do not understand how a brand new Toyota could end up with a clogged drainpipe after not even two years of ownership. I left confused and unsure about the stability of my car.
When I asked if my car came installed with a cabin filter (because I had read that some Yaris do not), Mr. ** told me that the computer system reads that my Yaris does, in fact, come equipped with a cabin filter. I had asked him to physically check if I have one before my car was serviced. When I picked my car up, I asked him if he found a cabin filter. Mr. ** said he did not check, he only looked in the computer system. He then slid his fingers in the glove compartment and said he could feel it. But again, I left feeling very unsure about this, too, because I couldn't see or feel it.
After I left the dealership I felt better (despite the bad customer service) because I thought my car is good condition again. I was wrong. After making a quick stop at home, I was on my way to school when my ‘check engine' light came on. I was at a stoplight just a block and a half from my house when this occurred. Then, while sitting at a red light still, the ‘overheating' warning sign came on. When the traffic started moving I immediately pulled over, obviously baffled! How could a Toyota with a little over twenty thousand miles on it be overheating?
Of course, I immediately called Toyota Carlsbad to sort this issue out. Only an hour has elapsed between the time I left the dealership and the time my car began overheating. When Mr. ** called me back about my Yaris, he immediately blamed the accident I had. But there are a few noteworthy points to make: First, my accident only dealt body damage to my vehicle, this can be easily confirmed.
Second, the accident happened in January and since then, I have made two trips to Northern California (a long drive) and over five trips to Palomar Mountain (which is a strenuous drive). And third, my vehicle was in perfect health, aside from the clogged drain pipe, before taking it to the Toyota Dealership.
Mr. ** claims that the hood of my car was never even opened during my service visit precisely because of the front end body damage. Since I was not there, and there are no witnesses I can trust, how can I believe this? It is ridiculous to ask me to believe that I brought my car in for service, and the hood of my car was never opened.
Why would Mr. ** and/or any other personnel not open the hood of my car if I am clearly bringing the vehicle to be serviced? Mr. ** never offered me any advice and was cold on the phone, even as I sat in my car with smoke coming out from under the hood on the side of the road. He simply blamed some minor body damage for the reason my new car was overheating!
When I realized that Toyota Carlsbad was not going to help me, I simply hung up and waited for my car to cool down. When it was safe to do so, I popped the hood of my car myself. Upon inspection, I noticed three things: the radiator cap was off, the intake pipe was completely off, and the engine coolant cap was off.
I do not know a lot about cars, but I do know that if my car was in this condition before I had finished having it serviced by Toyota Carlsbad that I would have never have made it to the dealership rather, I would not have had any other choice but to tow it there. The situation seemed like too much of a coincidence to me.
Luckily for me, I was able to sort things out without the help of Toyota Carlsbad's service ‘professionals'. I cannot prove whether or not one of Toyota's service employees opened the hood of my car and made an honest mistake in leaving the engine coolant cap off. But, Toyota's success had to do with GM and its dealers ignoring customer complaints, not servicing warranty claims, and substandard products. Perhaps Toyota and its dealers are headed in the same direction.
I will be elevating this issue as far as I can go with it. I did not feel that I was treated equally or with respect during my visit to the service department whatsoever. I have always held Toyota in high esteem. I will never service my car again in the Toyota Service Center in Carlsbad, CA and I will never recommend that anyone goes there for anything.
In fact, I'll be pretty vocal about discouraging anyone I know from going there. And, if anyone else wants to hear my opinion (JD Power & Associates, my attorney general, the Better Business Bureau, newspaper, and/or any Consumer Reports that will listen), I will gladly explain my experience in full detail.
It is really too bad that coming to your service center had been such an aggravating experience. I hated being rushed out and feeling like I had been lied to and/or misled. No one enjoys being patronized or dealing with a condescending service professional. Maybe Honda will treat me better.