BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Tom Scott Motors Toyota / Scion meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Tom Scott Motors Toyota / Scion include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 4 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Department of Motor Vehicles
Business ManagementMr. D. H. Moss, Principal Mr. Tom Diebert, Parts Manager Mr. Butch Fisk, General Manager
AUTO DEALERS-NEW CARS
Alternate Business NamesFirst Sales Leasing, Inc.
15933 Idaho Center Blvd.
Nampa, ID 83687 (208) 455-2272 Directions
PO Box 1550
Nampa, ID 83653
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Complaint Trends - Last 3 Years
Customer Review Trends
|9/23/2013||Problems with Product/Service|
Read Complaint Details
Complaint: I leased a 2010 Toyota Tundra Limited from Tom Scott in Nampa in 2010. Not long after I leased the truck I noticed unusual paint peeling spots on the front bumper. When I took it in for a basic service, I brought the peeling to the service department's attention for them to take a look at it. They looked at it and also had **** ****** (their service manager) look it over as well. The paint issue is noted in their service records (they have confirmed), she took pictures and came out into the lobby to tell me personally that the peeling was very unusual. "That is weird" were her exact words. She told me in person that day that getting it repaired would not be a problem, but still needed to run it by a supervisor of hers prior to giving me the OK to go get the paint issue fixed. She never got back to me. I am at the end of my lease now and just bought the truck so I followed back up with her last Friday, explained the entire scenario again and, as I did, she agreed that everything I said was in line with what she would have said and had to do. She typically needs to get upper approval to move forward with a fix of that nature. I also sent her another couple of pictures per her request of the paint peeling and her word were exactly as they were before, "That is weird." I took the truck to a local body shop per her request to have them give me an estimate to see if she could get it handled for me. That body shop guy told me that that kind of peeling would be extremely likely, if not impossible, to happen unless there was repair work done. The Toyota dealership had an employee of theirs driving the truck (according to sales when I bought it). He or she put about 10k miles on it so I asked them to find out if maybe there was body damage done prior to my leasing it and also, unbeknownst to me, i.e. undisclosed at the time of the sale. I emailed Sara a couple days ago with all of this information and have not heard back. Seemingly, they don't care to follow up.
Desired Settlement: The dealership needs to take care of the cost of repainting the bumper. The only reason the repair was not done when originally noted is due to the simple fact that Sara/Toyota neglected to follow up on the issue. As of today, there is no other body damage to the bumper. The paint spots are spreading, however, but that is it. Their handling this is the right thing to do.
To Whom It May Concern:
We appreciate *** ****** taking the time to share his experience with us. Our Service Manager, ****, was already looking into the situation when we received this complaint. She was waiting for a response from our Toyota Representative regarding the status of any possible damage that could have occurred prior to Tom Scott Toyota or *** ****** possessing the vehicle. Our records indicate that this vehicle was previously a Toyota Corporate Demo vehicle prior to *** ****** leasing it from us in February 2010 @ 10,198 miles. Based on the Toyota National Service History records, our Toyota District Service & Parts Manager, and the vehicle’s CARFAX report, we have been unable to confirm that there had been paint work performed on the vehicle prior to *** ****** leasing the vehicle. However, we do have record of *** ****** voicing a paint concern on October 28, 2011 at our dealership @ 24,834 miles, and we are uncertain about where the miscommunication occurred after this visit. We are currently working with *** ****** to help resolve the situation. He has emailed pictures of his concern to our Customer Relations Manager and we are waiting to receive a written estimate for the work needed to repair his paint concern.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Read Complaint Details
Complaint: Our 2010 Prius is still under factory warranty when the driver side arm rest broke. Tom Scott Toyota claims that it is not a factory defect. They want us to pay almost $300 (a discounted price) for the repair. Our vehicle only has 15,200 miles on it.
Desired Settlement: I would like them to honor the factory warranty and repair the arm rest.
17 June 2013
To Whom It May Concern:
******* ******** brought the 2010 Toyota Prius into Tom Scott Toyota on May 28, 2013 for routine maintenance and an arm rest concern, stating the driver’s door arm rest had a gap in the lower area. Upon diagnosis from the technician, the arm rest had been broken off from the door panel. In order to remedy the concern, the door panel would need to be replaced. Our Shop Foreman and Service Manager were advised of this diagnosis because it was not a warrantable item since it had been broken. Our Service Manager carefully reviewed the information and spoke with ******* ******** to present a possible solution to resolve the customer’s concern. Since this was not a manufacturer’s defect, Tom Scott Toyota offered to split the cost of the repairs as a one-time goodwill gesture if the repairs were completed within 6 months. The total cost of the repairs would be $536.85 + tax, leaving the customer responsible for approximately $270.00 of the repairs.
On June 4, 2013 our Customer Relations Manager received notification of a review from our website about The ********** concerns with the arm rest. The Customer Relations Manager called the customer and left a voicemail asking to speak with them about their concern. **** ******** returned the phone call and expressed disappointment in the arm rest breaking and felt it should be covered under warranty. Again, our goodwill offer was presented and the Customer Relations Manager advised *** ******** that she would contact their Toyota Representative and share the concern. Upon further investigation, we were able to confirm that this is not a common issue for the 2010 Toyota Prius at our dealership or in our Region. The Customer Relations Manager called **** ******** back and left a detailed message sharing this information. Unfortunately, since the arm rest appears to have been broken we are unable to repair the arm rest under the factory warranty. Tom Scott Toyota is still willing to honor the one-time goodwill gesture to split the cost of the repairs if the customer chooses to do so.
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. For your reference, details of the offer I reviewed appear below.
Tom Scott Toyota claims that the arm rest was "broken". Insinuating that we abused or damaged the arm rest beyond normal use. The arm rest wasn't broken, it broke, under normal use by resting an arm on it. When an item is under warranty and breaks without any signs of abuse, negligence or wear then it should be repaired under warranty. Offering for us to pay $270 for a repair that should be covered is not acceptable.
******** **** ********
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|7/6/2012||Problems with Product/Service|