ComplaintsforToyota of Montgomery

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning. I've got a serious problem with Toyota of Montgomery, formerly ********* Toyota. They refuse to return my vehicle and have done nothing but blazingly lie about when it will be returned. My 2008 Rav4 has been in the service department since June 10. I'm desperately trying to get it back.It's been a long, overly-complicated situation all the way around, but my point is, I was promised my Rav on Tuesday last week. Tuesday came and went, and so did Wed, Thurs, Friday, Saturday, Sunday, ************ it's once again Tuesday. Nobody will return my phone calls nor answer my texts or messages. I've written through the ** page, even. I am simply being lied to, over and over.The point is, I'm 64, physically disabled, and have a plethora of medical problems, so transportation is important to me. I have bills to pay. Not to mention, I've got a life to live.But, this has become a pure case of discrimination against a disabled person. My life has been put completely on hold, and I've been stranded in my home with no ********************, my property is being withheld from me. Toyota does not own my Rav, I do.This situation just isn't reasonable or right, nor is it fair. My experience has been truly terrible. My son-in-law has been working with ****** at Toyo, but still things are stalled.I've been a ********* customer for many, many years, and I've not known anything remotely close to this experience in all my dealings with the service department. But there's been nothing but the ball being dropped the entire time to turn this into its present fiasco with whatever this dealership has turned into. And blatant disrespect.Can you help me find a resolution for this most unfortunate situation, please? I just want my vehicle returned to me, it's become a rather desperate situation at this point. Thank you for your kind attention.

  

  Business response

  09/05/2023

  Customer vehicle was completed on 8/23 and picked up 8/24, vehicle had extended warranty and claim was denied. Customer was supplied a complimentary rental for some of the time the vehicle was down.

  Customer response

  09/14/2023

   
  Complaint: 20504792
  
  I am making some objections to the response. I went for nearly 3 months without my Rav while its engine parts were spread out on ******************* floor. I understand the dealership sold to *********, so it's now with them wherein the problem lies. The response says I was provided a complimentary vehicle. What they're not saying is when I returned the vehicle, they weren't going to allow me to leave the dealership unless I gave them over $1900. I had five $1 bills to my name at the time. I'm 65, physically disabled & retired from the State--but, due to my health, I had to retire at 23 years, so I'm not getting full retirement pay. In other words, I'm on a very fixed income. My son-in-law was the person dealing with ****** at *********, so they worked out the details with the rental & engine claim amongst themselves. ********* ended up denying the claim, but it's also my understanding that Toyo drug their feet to help muck up the claim. I got caught in the middle & was left to fall thru the cracks. I didn't appreciate being stuck at home with no transportation for about a month. What's a possible resolution? That (now) ********* actually does make good on the rental car in that it truly was complimentary and my son-in-law, *****************************, is not stuck for the bill. I returned the car clean with very few miles on it, and I'm not aware of doing anything wrong. However, I think there must've been miscommunication and misunderstanding affecting everyone. I am very happy to have my Rav back, even though nothing was fixed of which I'm aware.
  
  Sincerely,
  
  *****************************

  Customer response

  09/14/2023

  I have an open case, #********-88F35 is the reference in the email I received. I responded with the business resolution being unsatisfactory, regarding *********/********* Toyota of Montgomery. I thought they were still trying to charge for the "rental" car which is why I said unacceptable; however, I've since found that they indeed made the interim vehicle complimentary & didn't charge my son-in-law for it. It still doesn't excuse the entire fiasco the situation became leaving me stuck in the middle and stuck at home for nearly a month with no vehicle at all.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Toyota dealership in Montgomery, AL to get an oil change. When I came back to get my car I noticed an unusual sound coming from my car and my hood would not close all the way down. I took it back to the dealership the next day (because they closed after I picked the car up) and I was told that they will fix the latch and issues they caused on my hood .. free of charge but I have to make an appointment. I made an appointment for Friday. However, on thursday, the hood popped up as I was driving and cracked my entire windshield. I had to have the car towed to the dealership that night. The next morning, i went up there and was told they would fix it. After leaving my car there and returning back to the dealership, I was told that they are not at fault and would not fix the damages that they caused to my car. This is unacceptable. I have had to miss days of work due to not having a car. This is the first step I am taking towards this matter before a lawsuit is filed. Toyota dealership needs to replace my hood , free of charge because it was broken by them.

  

  Business response

  02/07/2024

  Customer vehicle was in front end collision prior to vehicle coming into our service department. Customer was aware when performing service that we could have trouble performing work. vehicle had extensive damage to front end. We delivered customer their vehicle with no issues at time of delivery. customer came back later that day stating he could not open hood. which we both verified at service drive. i offered customer to leave vehicle so we could look at it for him with no charge considering he just had vehicle serviced at our facility. he refused. He opted to bring vehicle back another day when he had time. We offered to repair customers car with no labor charge if he provided parts as a goodwill gesture to him. His car was here for an extensive amount of time. After a few weeks we had him pick up vehicle because he could not provide parts and picked up vehicle.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 2016 Toyota Highlander has paint peeling. In Aug 2022, I received a letter from Toyota stating it qualifies for their "customer service program" to repaint the area affected. I called 9 times in August AND drove up there to finally receive an appointment 9/2/22 to get car painted 11/7/22. I arrive at my 4pm appointment on the 7th and I am not on file, there is NO RECORD of me having an appointment. The manager says he's new, he is so sorry, and he will get back to me in a day or two. I call 4 days later and he says he hasn't forgotten about me they are waiting for a car for me to use while they have my Highlander, but they will call me. I call a total of 4 times , my last call 12/9, and am told the same thing, "I haven't forgotten you ********************, I am just waiting on a part then you're next, I am waiting on a car then you're next, I have to get these 2010 in before December but then you're next...". I call to file a complaint with Toyota **************** on 11/11 and am assigned a case manager "******" who also NEVER CALLS ME. I call today 12/19 to continue my complaint, speak to a sweet lady ******, who contacts the department manager who tells her they now can't get me in until March 13th. I am getting bumped by other vehicles that are coming in from "other dealerships that don't have a collision paint department" and "because I need a loaner until they finish with mine and the others don't."

  

  Business response

  01/09/2023

  We have attached our response. It is the same response we Sent to the AG. 

   

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a NEW car a year ago from Reinhardt Lexus & I paid almost $900 extra for a service of paint protection (**** ******) to be applied every 6 mos. at the dealership. W/each application, the car is lightly cleaned prior to & spot vacuumed. I live 90 miles from the dealership. After 6 mos. of ownership, I traveled to have the 1st application of the "**** ******" & since it was approaching, I scheduled them do the 5000-mile service on my car while I was there. I specifically asked if my tires would be checked & rotated w/ this service. They assured me that they would. Upon leaving the dealership, I noticed when I got in that the car had not been vacuumed at all inside - no big deal. I keep my car pretty clean so I wasn't really concerned w/that. However, about halfway home, I checked my in-dash tire pressure gauges & realized they were all the same as they were when I took it in for service. That says they didn't check the air pressure, much less rotate my tires. I did email customer service my concerns even though I do not like to complain. She gave my info to the service rep that helped me & he emailed me to call him. I left a voice message, as well as emailed him & never heard back. Skip forward to April 26, 2022. I went for my 2nd application & 10,000-mile service. I told the service rep of my 1st trip & he seemed surprised. Long story short, the same thing happened this time. I went back inside, they watched cameras, & saw the tech did NOT in fact rotate my tires AGAIN. He took it back in & took care of it & apologized. My issue is, how can I have faith moving forward that they will do anything they say they will w/out supervision? How do I even know they are applying the **** ******? If they didn't rotate my tires TWICE, HOW MANY OTHERS ARE THERE? I can't be the ONLY ONE!! I called 4/27/22 to request to cancel the **** ****** & get a prorated refund. "NO - 30-*** cancellation". Offered massage next time I come. I don't want to be tied to them for service

  

  Business response

  05/02/2022

  On Thurs***, 28 April 2022, Ms. *** spoke to *** ******, he apologized of our shortcomings and reassured her it will not happen again.  Mr. ****** offered Ms. *** a complementary 15,000 mile service valued $119.00  

  Customer response

  05/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17117053, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a down payment on a truck at their dealership and when I found another one at another dealership they refused to pay me my $*** back saying that I drove off with their vehicle and that I own it .

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