ComplaintsforElk Grove Toyota-Scion

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear,On 2/27/23 I had my Car towed to the Elk Grove ****** certified collision with Initial estimate from *********************** for repair of $2044.21, it was a long process , it took over a month to fix the car which they gave it back to me on 3/30/23 after I made a payment of $1374.10 which is a payment that I made over the phone. Later I learned that the Total Cost was $6704.76 (Was emailed to me from Insurance company)The following are My complaints:1- The car was repaired using Used parts " as documented on Body shop repair order" when I was under the impression that when I take my car to a certified dealer body shop, a brand new original parts would be used " Not disclosed till repair was done".2- I made a payment of $1374.10 on 3/30/23 and I have asked on that date for a statement or explanation of payment to be emailed or received but never received one. which would be a reasonable customer right.3. Body shop has emailed me and called demanding that I have to make a payment of $2044.21 on 10/07/23 threatening otherwise they will take me to small claim court, I emailed back asking for a statement and explanation of repair and amount due but received none, in fact I have received certified mail with a threatening letter. I called and the person I spoke with ********************* General manager was demanding payment without explanation, I tried to explain to him that I don't mind paying but I need to understand, unfortunately was not receptive.4. Most and above most important : Body shop has been calling my wife several time who has been suffering of a medical condition, caused aggregation, created a problem and has breached my privacy.For the above reason, I am pleading to BBB to protect the customer from such Business behavior and to protect Customer.Much Appreciated. ************************, MD, FACC Interventional Cardiologist.Assistant professor of medicine, *********.

  Business response

  11/02/2023

  Hello ******,

  I apologize for your experience. I have addressed your concerns with our upper management. Someone will be emailing you by tomorrow. Thank you so much for your patience. 

   

  Sincerely,
  *****************************

  Customer Relations Manager

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new car on May 1,2023 at ************ "2023 ****** Highlander XLE AWD". On July 5,2023 check engine light came on stating "Secondary collision brake system malfunction visit your dealer". I took my car in the next morning 7/6/2023 and it has been in the shop since. I texted service technician *************************** and he states now the parts that are needed for the car will not arrive until mid/late August when originally I was informed it would be by July 28,2023. I asked about returning the car/buy back "lemon law" and they stated they will be willing to buy back but need to see how many miles and condition and it would be better for me to wait until they fix it to get the most value for the car. I was informed by people that I should be able to get a full refund on car due to it being a manufacture issue and should not have to wait until it is fixed.

  Business response

  07/28/2023

  Hello *********,

  I apologize for your experience. In order to submit a lemon law/ Buy back you will need to go through corporate ******* The dealership  does not have anything to do with the buy back program. You can contact them at ************. Again I apologize for your experience. 

   

  Sincerely,

  *****************************

  Customer Relations Manager 

  Customer response

  07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. 
  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/8/23- I took in my 2023 ****** Tacoma for its first complimentary maintenance (***** mile oil change and tire rotation) at the Elk Grove ****** dealership. However when I got home I immediately noticed a foreign, dry white residue you get from the sticky residue of stickers. This was on all 4 wheels. I called ******* who checked me in and I asked about the residue and I immediately told him I was concerned those are not my truck wheels and tires and i asked if another truck was being worked on nearby that the mechanics may have accidentally put the other truck wheels on mine and mine on theirs? His response was they dont do that. He asked me bring in the truck and they can clean it up. I called ******** again but I wasn't getting anywhere. I didnt just want my tires and wheels cleaned. So I asked to speak to a service supervisor on Friday 7/14. I was transfers to a voice mail and left my call back information. I spoke to **** the director at the dealership on Monday 7/17 about 840am. I explained to **** my situation and concerns. He also said they dont swap tires and I can bring the truck in and they can take a look. I rushed to the dealership at 10am. I explained to **** when I got my truck it was cleaned and detailed when I purchased 3 months ago on April 2023. Any stickers should have been washed away or taken off. I also told **** there were no stickers as I have hand-washed my truck several times. **** said they dont swap tires and I could go to another dealership for another opinion or just go to the police if I want to. I also didnt get far with ****. **** took off and left me with **** who is a maintenance supervisor. **** checked the tires and found they were way over inflated. Should be 30 psi and they were at 36 psi. He said the production date of my tires shows 14th week of 2022 but my truck is a 2023 and I purchased it on April 2023. Unfortunately when **** adjusted the tire pressure he also wiped off the sticker residue (however I do have a picture). And before I left the dealership I was shown a video by **** in his office where my pickup went in to a shop, it was lifted, tires rotated. However I mentioned to **** the truck was at the dealership for a total of 2 hours and i asked if there are other videos for when they did the oil change? He said no. I also mentioned to **** its possible the wheels and tires may have been swapped prior to the video footage he showed me. And I let **** know I was not satisfied as there are more clues to possibly his employees doing shady stuff swapping my wheels and tires and perhaps other stuff we dont yet know about. Im sure it will result in car issues down the road. Im concerned there are shady employee(s) or perhaps the dealership is engaging in inappropriate and questionable maintenance or businesses practices at the Elk Grove ****** dealership. I asked **** to have another technician do an unbiased re-check of the first technician(s) work to verify if anything was done that shouldnt have been done during the complimentary maintenance service. But hes never returns my call. I would like to have a new set of wheels and tires and any other swapped parts replaced with new parts. And to have an honest unbiased recheck of the maintenance to look for others issues.

  Business response

  07/28/2023

  Hello *******,

  I spoke with our Service Director about your concerns. I understand we had you watch the videos of our Technicians rotating your tires and no tires were swapped with your tires. We will not be offering anymore assistance with this concern.

  
  Thank you for your time.

   

  Sincerely,

  *****************************

  Customer Relations Manager 

  Customer response

  07/29/2023

  I am rejecting this response because:

  The ****** dealership director **** dismissed my concerns without any sincere consideration to my complain. He did not do any due diligence investigation to my satisfaction. He did not check with his service technicians about the issue I had finding sticker residue from an older set of wheels indicative that they are not my wheels set. He simply said all new trucks have stickers.  He showed me one video (only one) showing the tires rotated.  I asked if I could see the video where the oil change was done as the truck was lifted elsewhere but he declined to show me that video.  I mentioned it is possible that the wheels were already swapped prior to him showing me only that one video. He wasnt transparent  I called  **** and asked if he could have another technician go over the same check points to determine if the 1st technician did everything correctly for my price of mind  **** never returned my call.  
  

  I attached a photo of the sticker residue. 
  

   

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ****** Camry trd in may last year my car is not even a year old and I have been having horrible issues with the jbl sub unit in the back it makes a horrible rattle/static noise when playing any type of base it is so annoying and my car has been in the shop so many times and the last time I was told they could not do anything unfortunately its all the plastic pieces Im the unit that cause rattling and they cannot fix that. Contact customer service via email and they called my husband starting they cant fix the issue and thats its normal rattling when base is playing.the techs even stated in a video from my dash cam that it was an annoying noice. Imagine having to drive my new car not even a year old with that annoying rattling. Im so frustrated at this point I upgraded my old Camry for a better once and it has been a complete nightmare having the *** and worse taking in the car so many times for the same issue. Ive wasted so much time taking it in.

  Business response

  03/16/2023

  Hello ******,

  I apologize for your experience. I addressed your concerns with our Service Director. We would like to get you back to our dealership or another ****** dealership so we reach out to ****** and ask for their assistance. You can call me directly at ************ and ask for *****************************. I hope to hear from you soon.

   

  Sincerely,

  *****************************

  Customer Relations Manager 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ****** Mirai from Elk Grove ******. This vehicle can only be fueled with Hydrogen. There currently has been only one gas station that is carrying this hydrogen needed for my vehicle, with a 3 to 4 hour wait to fuel up. I have gone numerous times to ****** dealership to let them know about this issue, however they dont care. I have tried trading in my vehicle and I am not getting the value for what I should they sold me a car that I can only fuel up at one gas station. This is not right. I have not been able to drive this car which is now just sitting in my garage.

  Business response

  12/21/2022

  Hello,
  I just spoke with the customer on the phone at ******. We do not sell any Mirai vehicles. The customer let me know this complaint is not for our dealership at Elk Grove ******* It is for ****************.

   

  Sincerely,

  *****************************

  Customer Relations Manager 

  Elk Grove Toyota

  ************

  Customer response

  12/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First a fraudulent misrepresentation by asking, me a consumer, to find and purchase a set of bumper guards with my own money. Elk Grove ****** Auto Body Shop assured me that I would be reimbursed for this purchase. I was told you could not find the correct bumper guards which is why I was advised to purchase them on my own and you would reimburse me. I found it odd that a reputable auto body shop was unable to locate a replacement guard. This is a malicious business practice in which I was told to find, buy, and deliver this replacement part to your shop. Somehow there has been some confusion about who is responsible for purchasing this part. Elk Grove ****** Auto Body was the indicated party that had advised to purchase the part and clearly stated that they would process the reimbursement upon receiving an invoice. The purchasing and replacing of the bumper guard was a result of a pending service that was incomplete. My car had been serviced by your organization and the broken bumper guard was not fixed by your auto body shop. It was not until I personally purchased this part and had it delivered that this job was fully completed.

  Business response

  07/05/2022

  Hello ******,

  I apologize for your experience. It seems like there was some miscommunication and I apologize for that as well. I did try calling you and left you a message. I would like to reimburse you for that part you sent here for $50.29 as a one time goodwill. I would rather you be happy and not have to deal with this any longer. Our business Office is printing you a check and they will mail it out to you at your address listed here. Thank you for your time. 

   

  Sincerely,

  *****************************

  Customer Relations Manager 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/22/22. I called in that I had a flat, they told me to come in. I drove there. When I arrived ******* the superior adviser told me they were booked for the rest of the day and that they could not help me. I purchased the tire on 4/28/22 and they promised warranty. I arrived well before closing. They still could not accommodate. The only way was to leave the car over night. I stated that I would not have a car to go home or to work the following day. They offered a rental at MY expense. I had to agree, since I had no other option. ******* then comes back saying there are no cars available with a big smirk on his face. I mentioned how I have always purchased everything and serviced everything at ****** and have been a loyal customer and why could they not fit me in to patch my tire that I did not feel safe driving any longer. He said sorry we are all booked but there is a ******************* down the street with the same smirk. I will no longer return after my maintenance package is over. I do. It know why when they sell you tires they promise a warranty for hazardous accidents knowing those are never planned. And when an accident like a flat does occur they will always be busy.

  Business response

  06/23/2022

  Hello ******,

  I apologize for your experience. If it is the same tire we replaced we would be happy to take care of it for you. Please contact me at ************ or by email at ****************************************** and I will schedule you a time to come in and see our Manager ******. I hope to hear from you soon.

   

  Sincerely,
  *****************************

  Customer Relations Manager 

  Customer response

  06/23/2022

  I am rejecting this response because:

  i had a flat that I had to get fixed and could not wait to be taken care of. I took Gustavos advice and went to ******************* down the street. Who also were about to close, but were more than willing to stay after to be able to help me. I feel that in an emergency, when you have warranty you should be able to be fit in. Why offer a warranty when you know you run on a full schedule. I called in as soon as I knew I had a flat and the woman on the phone ***** told me to come in. If she knew they would not take me she should have told me. I wasted more time driving down to the dealer, when I could have just gone to a closer tire shop and saved both time and frustration from having to be told in a very disrespectful way that they would not help me. This has left me with a horrible experience.

  Business response

  06/24/2022

  Hello ******,

  After speaking with the Managers and the Advisor. We did our best to accommodate the repair of your tire offering a loaner which unfortunately we were out. We offered to put the spare on so you can drive it and so we could repair it that next morning. Unfortunately we were not able to accommodate you. So are willing to pay you for the repair that was done at *******************.  Please email me the receipt to my email at ************************************************. 

   

  Sincerely,

  *****************************

  Customer Relations Manager 

  Customer response

  06/29/2022

  I am rejecting this response because: This was not what occurred. You did not offer a loaner vehicle, I would have had to pay for that out of pocket. You did not offer to fix the tire the following morning. I had to leave my vehicle there the full day to be fit in whenever they had a chance, I asked if I could go back in before or after work the following day to get it repaired while I drove with the spare tire on, Since I go in early and get out at 5 I was told they would not be able to accommodate me at neither of those times. You are making is seem like I was being difficult but in reality you have a terrible person managing your team if that is ********* position. The entire time we were speaking he had an attitude. And in case you forgot I got there well over 30 minutes before closing. I would not have driven there if your receptionist ***** had told me I would have not been fit it, which she told me I would be. 
  

  Business response

  07/01/2022

  Hello ******,

  I apologize for your experience. We have addressed your concerns with our Service Manager and staff. We are still offering to pay any fee you had to pay at ******************* for that tire. Please email me your receipt to ************************************************. 

   

  Sincerely,

  *****************************

  Customer Relations Manager 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Attached, email correspondences from Elk Grove ****** Customer Relations Manager *****************************, for your reference and, AAA new battery receipt.I took my 2013 ****** Tundra for required maintenance on Monday, June 13 in the morning. Tundra was running fine w/o no issues, from the time it entered the express service lane around 835ish, with turn on/off multiple times while in the lane, getting checked in at 850a, stepping out of the vehicle for it to be moved to another location, until it was ready for the technician to care for at 930a. Between 850a to 930a I believe something happened to the vehicle, we rec'd a call from technician letting us know they had to jump the car. Sounds, weird to us. The car was running fine without any issues, then needing a jump? I believe someone left the key in the ignition with out having the vehicle turned off all the way. I spoke to service manager ****** the next morning at the dealership, his reasoning is the battery is OLD and it was a coincidence that it died at their place. The vehicle has 90K miles, well taken care and maintained very well by *********, even if hypothetically speaking if I was on a trip, and it died, I won't question it BUT, it happened on their watch, which make me believe there was a careless incident during the time they had the vehicle. I am appalled that the only reasoning i was given is the battery is old and it was recommended to be replaced in Sept 2021 -- that's just like saying an OLD patient was in a hospital for a broken arm, and died, and no one can provide an explanation, and it's ok to accept it because the person is old? I am frustrated and concern, and dissatisfied. The vehicle is well maintained by *********. I expect more thorough explanation than this. I suggested they look at their security cameras to see the vehicle enter and exit the lane. I am requesting for a NEW battery reimbursement. Thank you.

  Business response

  06/16/2022

  Hello ***,
  I spoke with our Service Manager and we had recommended your battery at a previous service. That is the time we recommend replacing it to avoid the inconvenience of it not starting. It shows you declined the replacement then and you declined it now. Unfortunately we are unable to offer any assistance since it is not abnormal for it to fail after 9 years. The recommendation to replace your battery was given on September 15th 2021. Thank you for your understanding.
  
  Sincerely,
  *****************************
  Customer Relations Manager

  Customer response

  06/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is still unsatisfactory to me, but accepts it without prejudice.

  I will continue to be more diligent in dealing with the business, unfortunately, since they are convenient and local to where I reside. This is the second time I had to deal with the service department and having to contact **************.

  I still stand and believe there was a carelessness that occurred, but unfortunately, I am unable to prove. Thank you for following up. 

  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business gave a false narrative of the timeline for the repair process. I was told, initially, the repair would take 2-3 days. When I went for service (2/15) it took 2 days for the service to begin (2/17). I was given notice that the repair was almost complete (2/22) for the promised end date (2/23). The EVENING of 2/23-I was notified repairs would be complete 3/3=8 Days Later! I have no transportation! A rental car is an out of pocket expense I cannot afford. Deceptive Practices! I have the texts to prove my case.

  Business response

  03/04/2022

  Hello *****,

  I apologize for your experience. We did have delays and I apologize for that. As we spoke on the phone today, we would like to reimburse you for the fees the rental company charged you. I sent you a text message with my email which is ******************************************* Again I apologize for the inconvenience and I look forward to working with you on this resolution. 

   

  Sincerely,
  *****************************

  Customer Relations Manager 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/31/21 I purchased a 2022 Sienna Vehicle from ****** but the cash offer promotions were not mentioned. I qualified for two promotions, $500 for recent college grad, and $500 for sienna financing purchase. My desired outcome is $1000 applied to financing loan.

  Business response

  12/01/2021

  Hello ***********,

  Thank you so much for your feedback. I addressed your concerns with our Sales Manager. For the APR Cash, Black Friday program it was available specific dates. It was not available the day you purchased the vehicle. The College Grad Rebate  is something you would need to request and we would collect information from you to see if you qualify for that rebate. I apologize for any inconvenience this may have caused you. We hope you give us another chance to earn your business.

  
  
  Sincerely,
  *****************************

  Customer Relations Manager 

   

  Customer response

  12/13/2021

  I sent an email to the dealership asking about this on 11/29/21 but no response as of 12/10/21. Seeking $1000 cash back based on buyer qualifications.
  

  Business response

  12/13/2021

  Hello ***********,

  We are rejecting any assistance because the APR Cash did not start until after the purchase in November. You purchased your vehicle at the end of October. As for the College Grad rebates, you would need to bring this to the attention of your Sales Associate during your purchasing process. With the College Grad rebate you would have to give us your paper work that we would then submit to ****** for approval. This would need to be done during the time you were purchasing the vehicle not after the fact. Thank you for your time and understanding. 

   

   

  Sincerely,
  *****************************

  Customer Relations Manager 

  Customer response

  12/20/2021

  Promotions for new vehicle purchase should be professionally and fully disclosed by Sales Associate during the purchasing process. This is a disappointing encounter to experience a missed opportunity to save during a big purchase. I hope ****** reconsiders and stands behind satisfaction guaranteed customer service.
  

  
  

  
  

  Business response

  12/20/2021

  Hello ***********,
  Again we apologize for the inconvenience this may have caused you. As I mentioned We are rejecting any assistance. You bought your vehicle on 10/31/2021 before the rebate was valid. The APR Cash rebate for 2022 Sienna's was only from 11/2/2021-11/30/2021. For the College rebate you would need to notify your Sales Associate that you are a College Graduate and you would need to provide us with the appropriate documents for us to submit them to ******* After that ****** would need to approve that rebate. This would all need to be done during your purchase on 10/31/2021. Thank you again for your time and understanding.
  
  
  Sincerely,
  *****************************
  Customer Relations Manager 

*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. ↩