BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Freehold Toyota 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 Freehold Toyota include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 9 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||9|
Business ManagementMr. William Liang, General Manager
Auto Dealers - New Cars Auto Dealers - Used Cars
Alternate Business NamesDCH Freehold Toyota, LLC
4268 Route 9 S
Freehold, NJ 07728 (732) 431-1300 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I arrived at 8am for a scheduled appointment, to (1)repair flat tire, (2) regular 10K mile service, and (3) emergency recall. The car, 2013 Prius, was externally inspected in my present before it is passed to the shop. During inspection, I pointed out that there is a small dent, resulting in someone hitting it with a car door while in a parting lot. I asked if i can (4) get a quotation to fix that small dent. There was no verbal explaination to me, or any indication that there were other issue with the exterior of the car at the time. I was asked to sign 2 papers before i hand over the key. The only explanation and confirmation made is the 4 jobs that I requested above. During the 2 hrs of waiting time, I was informed periodically the status and the price of the repair of flat tire. I signed another agreement to pay $25 to fix the tire. At the time the service is completed, I picked up the car outside of the garage. Since there was very limited space and high traffic at the area that i'm picking up the car (not a parking spot), I decided to drive home before i put all the stuff back into the trunk. As I parked on the driveway, and intended to put all the stuffs & cooler back to the trunk, i approached the trunk and saw immediately a 4 ft long damage at the back of the car. I immediately call toyota and drove the car back. Without a detail inspection of the car, they claimed it is not a damage that they would have done in the shop, and the dent was "painted over". They accused me, that the damage was not done here, and that it was repaired prior. Not knowing any better, and not an expert on car bodywork, I do not know what can be done. They then asked me for the key of the car, and drove my car outside of their garage, and ask me to leave. Upon inspection when i get home again, it was clear to me the dent was not painted. I'm dissatisfied with the result of the serivce, treatment from the service manager, the "conclusion" without any attempted investigation.
Desired Settlement: They claimed it is not their fault without investigation, or have an expert looking at the damage. They asked me for my key and drove my car outside of their garage, and ask me to leave.
Business Response to a Complaint
TOYOTA REPRESENTATIVE INSPECTED CUSTOMER VEHICLE AND DETERMINED AN OUTSIDE ENVIRONMENTAL ISSUE CAUSED DAMAGE. REPRESENTATIVE OFFERED CUSTOMER REPAIR AT NO CHARGE AS GOODWILL GESTURE. CUSTOMER ACCEPTED AND DEALERSHIP PERFORMED REPAIR.
Sent on: 4/16/2014 11:20:56 AM
|5/13/2013||Problems with Product/Service|
|5/7/2013||Problems with Product/Service|
|4/5/2013||Problems with Product/Service|