ComplaintsforToyota of El Cajon

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We had our Toyota crown serviced by their service department while on a road trip. When we got back home we realized we didnt receive a copy of our service report. I reached out to them and asked for a copy to be emailed to me as all other service reports from multiple other Toyotas had done this. They refused stating privacy.I then emailed the service manager explaining we dont live in the state and that I couldnt physically come in and provided my drivers license. He responded weeks later saying I had to come in for security purposes and that I can get it from a local Toyota. This is not the case unless they are part of that location. I already asked our local Toyota.I just want my service record.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******** I received this email and my wife and I went to the dealership to discuss the offer for a possible deal. Once at the dealership sat down with a salesman and proceeded to discuss the transaction, *********************************, he discussed with sales manager and returned an offer of ****** @ month payments, clearly not close to the email offer.

  Business response

  07/20/2022

   

  After reviewing ****************** concern with the email that he received it was determined that the sales manager that worked with ************** was not taking into consideration the positive equity on the trade. It was not factored into the $347 monthly payment for the 2022 Corolla, Le CVT model.
  ************* returned to the dealership later to work with Sales Manager,Marwan.  He was able to get the monthly payment closer to $200 per month.The $177 payment that is suggested in the email states, $177 plus tax per month for 30 months. The payment Marwan presented included the equity in the trade in and included the tax and license fees.
  Guest Relations Manager, *********************** contacted the ************** to explain the details of the email advertisement.  She explained that she will also discuss the concerns ************** encountered with the sales management team involving this email,to avoid something like this from happening again.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/8-4/13/2022 I had just purchased a used 2016 Toyota Yaris in Feb 2022 and I had noticed the front bumper was loose/clips needed to be more secured. Took into service **** and was told that they would have my car a for a approx 3-5 days very busy at time. Gave me a rental for $50 total entire time. Picked up my car and returned rental on 4/13/2022. I always park my car in facing forward into my garage and facing forward at work rarely look at front of my car. I brought to my boyfriends house to have him was and pulled it into his driveway and he was washing it when he noticed that the side mirrors were different colors the driver side was the original silver and the passenger side was now black and not even the same mirror for my car. also pieces around the mirror were falling off the assembly. I immediately called ***** the servive mngr at EC Toyota and he said to make appt and bring down. I made appt and brought down, once i had car in service bay i was asked by srvc tech why i was there explained that ***** would know. ***** came out and looked up my past service and then looked at mirror and then went and got the supervisor/manager or ? of the contracted area that handles the send outs of where my car went to fix bumper and said that he didn't know how my mirror was changed, and presumed maybe I had done it ?? I felt as if he thought I had changed it, or I was lying. What would I gain by lying, I have pictures of my car before and I know what my car looked like when i dropped it off. I believe that whereever they had my car that they damaged my mirror and replaced said damaged mirror then did not tell me, which is completely shady and also I did not receive an invoice for repairs. They would not even fix what they broke ***** mirror for a car I have made 3 payments on, they basically shooed my out of service bay rudely shuffled my 18yr old stepson out of service bay and didnt even look twice at me. No compromise, nothing. I am disgusted at these men.

  Business response

  06/03/2022

  To whom this may concern:
  Customer purchased pre-owned 2016 Yaris in February of 2022. In April 2022, the customer contacted the dealership explaining that she had some loose clips on the front bumper that needed to be secured.  Toyota of El Cajon took care of the loose clips and as a goodwill gesture repainted the bumper for a few scratches as a goodwill gesture.
  Customer picked up vehicle prior to April 20th. Last week, approximately May 25th almost a month later, customer came in explaining that the passenger side mirror had been changed and it did not match the drivers side mirror. It was actually black and a non-factory mirror that was not installed properly on the vehicle. Customer spoke to the reconditioning manager and explained that she thought the body shop replaced the mirror without telling her. The reconditioning manager told the customer that the dealership would never install a non-factory mirror on a Toyota vehicle nor would they replace a mirror without notifying the customer. The customer was offered to re-paint the mirror to match the drivers side. Too much time had elapsed since the customer picked up her vehicle in April from when the incident was reported to the dealership. Customer was very upset and left the dealership.

  CRM contacted customer on 6/3 and and apologize to her about the poor experience she received from the associate. Toyota of El Cajon is as surprised as the customer on how this mirror would have been "swapped" with a non-factory mirror. This is not something Toyota of El Cajon would do. Regardless the dealership has offered to replace the passenger side mirror with a factory mirror. Customer appreciated the gesture and thanked CRM for resolving the matter. Dealership will discuss issue with associate on better ways to handle a situation like this in the future, and to provide the customer with a professional experience so something like this does not happen again.  
  
  
  

  Customer response

  06/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  I spoke with Guest Relations Manager and although my car was sent out to another facility and fixed it was damaged and it did have another mirror put on at said outside facility by ****** who denied doing so by one of his employees. I have agreed to to allow Toyota to replace the mirror not this other shop and make things right. If they only would of just said that an accident happened or somehow my car was damaged instead of trying to hide an error that would of been less shady. I hope in the future Toyota puts the customer first and allows them the benefit of doubt and makes them feel important and not have them leave crying. I appreciate ***** calling and apologizing first and foremost.
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Toyota customer for 18 years and I've only taken my vehicle to be serviced at Toyota. Anyway, I felt that I was disregarded and disrespected by the employees at Toyota of El Cajon. On 1/6/2022, I took my vehicle into Toyota of El Cajon located on ************* to have it serviced. The issue is that upon starting the ignition, my vehicle was making a screeching kind of sound, like metal scraping against something. (This has been occurring for about a week). It mainly happens after the initial start up of the engine.Also, as I was driving up to Toyota (of El Cajon), my "Check Engine" light came on. So, when the Service Advisor ******************* was checking the mileage on my car (from the dashboard), he noticed that the Check Engine light was on. He asked me if I was there because of the Check Engine light, I told him no but since it is on that I would like it checked. I will not make this a complaint about ************ or the person **** (********), he identified as his boss. This is to complain about the fact that when I came into their establishment, my catalytic converter had a shield on it, but didn't after I left Toyota on 1/6/2022. Also, like I mention, I came to have the screeching sound investigated but also left with my vehicle now making rattling sound. I waited over three hours and paid $150 but nothing was fixed.On 1/7/2022, I retuned back to Toyota of El Cajon to have the shield put back onto the converter and to check to see why my vehicle is now rattling. I just want their service department to put all the parts back into my vehicle where they belong and bolted exactly like they found them and fix the problem they caused. **** tried to make it seems like I was lying about my catalytic converter shield (even though he looked under the hood of my vehicle and noticed it missing) and that Toyota makes their vehicles with the parts missing or that they leave the plant to the dealership with parts not intact/missing. *A before pic. was sent to them.

  Business response

  01/26/2022

  To whom this may concern:
  Upon invest. the dealer Serv. Director determined that the customer's vehicle when originally purch in **** from a local dealer was built with the catalytic converter that came with a shield covering it.
  On March 14, 2015 cust came into the serv depart and the cat conv was replaced due to internal seizing. Manufacturer superseded the old cat convr with a new part# that no longer had a shield. Guest Relations Mngr and Serv  Director contac cust on 1/25 to explain and left a  vm. Guest Relations Manager c/b customer on 1/26 and spoke to her to explain about the updated catalytic converter. Customer still felt like something did not seem right with her car and felt like it looked different to her when she looked under the hood. She recalled not being able to see the ground when she looked under the hood at her engine compartment and now when she looks under her hood she can see the ground. Customer asked GRM where the dealer put her C.C. Cover. GRM explained that the original CC and cover would have been scrapped or returned to the manufacturer back in 2015.  Also the cover would not fit with the new catalytic converter. (The old shield will no longer fit with the new cat.) GRM offered to have the customer come in to inspect the vehicle further. She explained to the customer that the recent service visit was only for diagnosing her screeching sound and also the check engine light. No parts were removed from her vehicle during her January visit. Dealer offered to have the customer come back in to reinspect the vehicle and the dealer will give the customer a store credit of $150. (Amount charged to customer for diagnoses.)Dealer recommended, timing cover reseal, battery, serpentine belt & tensioner and  2motor mounts. Customer declined recommendations.The customer can use the credit for any future repairs or recommendations or she can use the credit for future services. 

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Car: 2020 Toyota Corolla Hybrid Date of when car was brought in to dealership: 11/15/2021 Issue: Battery was dead and needed replacement.Prognosis: 11/15/2021 spoke to ****** (a Toyota Advisor who is no longer employed). Was told I needed to wait 2 weeks and no rental car would be provided.Spoke with ************************* 12/7/2021 @ 11:54am. At this point have received no update from Toyota. Confirmed on my call this morning they have my valid email and phone number on file. Was told they still do not have an ETA on the new battery. They cannot give me a rental car. I am paying a monthly lease on this car and have not had use of it for almost a month with no compensation or updates other than me calling the dealer. The only information How can I please get my car back in working condition and also be compensated for a car I am paying for but do not have possession of? I was told there is nothing Toyota can do for me in any respect. Any help would be very much appreciated. Not looking for anything I have not paid for.

  Business response

  12/15/2021

  To whom this may concern:

  Upon further investigation it was determined by Service Manager, that customer qualified for loaner vehilce because his vehicle was withing the factory warranty of 3 year ****** miles. (Service Advisor, should have offered customer loaner during the back order period while vehilce was in the shop.)  Battery was on a National Back-order Status.

  Once Serv Mngr. was involved with situation, customer was to be contacted to provide a loaner vehicle while vehicle was in the shop, and dealership received 13 batteries on Thursday, December 9th. 

  Customer's battery was replaced immediatly and customer was contactedd by ***************** Manager, that vehilce was ready for pick up.

   

   

  Customer response

  12/15/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was going to cancel my sale and loose some deposit because I had been lied to, used, and ****** is a big fan of using Word Play to get you to sign (salesmen tricks) but they wanted me to keep my deal so he promised me 3 extra full years of free oil changes on top of the 2 I already had with my purchase. I agreed to keep the car but he sent me a picture of a non binding, hand written form, that says, word for word, This is to confirm that toyota of El Cajon will pay for an additional 3 oil changes that can be used at any toyota dealer in the USA. Please contact for additional information. 3 oil changes??? We agreed to 3 extra full years. I told them to send the corrected form and have been ignoring me since. They want to cause me trouble in the future by using that word play and they have lost my trust. Please have them send that legal, well worded document so I dont have to bug them in the future and they lie about what was promised.

  Business response

  09/24/2021

  Upon investigation we determined that the customer was offerred 3 oil changes and not 3 years of oil changes. There was miscommunication and a misunderstanding between the customer and our Finance Manager. Customer was contacted by General Sales ******** ************* on 09/24 and after discussing the circumstances, the customer aggreed to received a $200 **** Gift Card rather than the work order for the 3 oil changes. 

  Customer thanked GSM for call back and said he is happy with the outcome.

  Customer response

  09/24/2021

  I accepted the $200 gift card because I basically lost 3 years of free oil changes I was promised, Im not gonna argue with you guys forever I want to get back to my life in peace. However, let it remain on record with the BBB that toyota of El Cajon, ****** specifically, used word play or salesmen tricks to make me think something different. Its on his call records ****************/15/22 at 10:31 AM that he told me Im gonna try to get you 3 years, let me talk to my managers then called back at 11:49 saying, I talked to my managers and I was able to get you 3 years. Also I provided picture evidence of our texts, I clearly said 3 years would be correct, thats what we agreed on after he tried sending me the form that stated only 3 oil changes (suspicious) and he responds with absolutelyetc.. 
  It is not ok to use word play and twisted promises to hook your clients, that was the reason I wanted to cancel my sale in the first place, it wasnt the price. Any dealer couldve got me that deal, but I dint want to leave my business with dishonest salesmen. 
  

  in a summary: I accept the $200 gift card to settle the dispute (the 3 years oil changes was offered by you to ask forgiveness for the dishonesty and continue my deal) but let it remain on record with the BBB that this Toyota Branch is using word play and shady salesmen tactics to hook clientsjust like every other dealer around. I thought you were different, youve continued to lie and this is why we have reached this point. Please accept the truth, educate your salesmen to be honest, and know that whatever you give me will not bribe me into silencing the truth.but thanks for the gift card that was at least nice of you. 
  

  Im not being hard for no reason, lies are not ok. Honesty is what pays. I wish to leave my 1 star review with the BBB, what I said is true word for word. Thanks for mediating this BBB, thanks toyota for paying attention to this concern

  Business response

  09/30/2021

  CRM contacted the customer to discuss further and to reveiw the entire sales process and experience he had at the dealership.

  CRM apolgized and offerred the customer a $550 gift card to complete 6 full synthetic oil changes and tires rotations that he can use at his local dealership.

  Customer thanked CRM for call back and explained that he is satisfied with the resolution. CRM asked customer to call her back if there was anything further that she could assist him with. 

  Customer response

  10/01/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************************
  
   
  

*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. ↩