Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September there was a hybrid failure in our 2012 Toyota Prius C. I thought it should have been covered under the recent repair work but it needed to be diagnosed by an licensed Toyota service station. Hamer Toayota in Mission Hills is the closest and I spoke with ******************************* about my situation. He was very confident that he knew what the issue was and that it would be covered by our insurance. We paid $199 and the diagnostics came back inconclusive. We were offered a quote of a secondary more in-depth diagnostics for $1000. I was dealing with personal health issues while my brother had severe health issues as well. I thought ****** was talking with our insurance but we never were able to get a comfortable answer as to the approximate level of work that might be needed and we asked to have our car appraised so that we might be able to trade it in if it made more sense to do so. We got an E-mail from ***************************** that told us that he was working with KBB Instant Cash Program that would help us get well above market value. I was told that our car had a value of $500 because it wouldn't turn on. I tried to get more information but they said I needed to decide but that I could take my time because they understood about the family stuff. I kept getting pressured to sell them our car and then my brother's health deteriorated and he passed away. I was trying to get our affairs in order when the week before Christmas I get a call saying that we have to make a decision or they are going to charge us a $100 a day storage fee. I call and explain the situation and they say fine but I have to either make a sale or remove the vehicle. I speak with **** and he informs me that my car is missing so I cannot remove it but they should be able to remove the fees if I buy a car. There's no cars on lot to test drive and when we finally get the car to be removed they tell the new potential buyer that the electrical system is fried. We are currently getting a 2nd opinion.

  

  Business Response

  Date: 01/31/2023

  Hamer Toyota apologizes for the less than excellent service and sales experience the customer experienced.
  
  ********************** issue a refund in the amount of $500 for the fees charged for this vehicle. Hamer Toyota has also waived the initial diagnostic charge of $190 for the vehicle inspection.

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th, 2022, I purchased **************************** from Hamer ****** and extended warranty. During the purchase I asked **** (Sales Guy), ****** (Sales Consultant), and **** (Finance Manager) if in the future I have any issues with the***************, do I take it to Hamer ****** or any other location? They responded, "No, take it to a **** dealership. We don't specialize in ****s, only ******".
  Within 5 months of purchase, I've had 2 oil changes. My **** started leaking a lot of oil and it smelled burnt. I took the **** to a **** dealership in ******** on November 9th, 2022. ***** (service advisor) was the one in charge of my case. Turns out, my **** has a pre-existing condition (prior to my purchase). ******** **** Service Advisor informed me there is coolant mixed with engine oil, therefore the vehicle needs a new engine. I have the invoice and diagnosis. I was told there are a lot of parts on backorder and no ETA. The invoice states a new engine is estimated to be $20,064. That same day I had to get a car rental from ********** which I'm currently paying out of pocket. The **** dealership was able to get a hold of the Warranty (***********) and they only want to cover me for an oil pump and three days of car rental.
  Both ***** (**** dealership) and I had been trying to get a hold of Hamer ****** for over a week. I called several times, left voicemails for both **** (Hamer GM), ************, and never heard back from either of them. I also left ***** (**** dealership) and my information with the receptionist at Hamer. On November 21st, 2022 I went to the Hamer dealership to talk to a General Manager and there wasn't one. I spoke to ****** (Sales Consultant) and ****** (Sales guy) and explained my situation. They told me to come back on Wednesday, 11/23/22, in the morning and to not pay the invoice. They told me the general manager will help me on the 23rd.
  On November 23rd, 2022, I missed a day of work and I went to Hamer at 9:30am to talk to the General Manager. They sent ************ (Sales Manager) to talk to me and once again, I explained my situation. He said the only way to help me is by me bringing them my vehicle. I told him I was not going to drive my **** from the **** dealership in ******** all the way to Hamer ****** in ******************************. I do not feel safe in my **** anymore and I did not want to injure myself or others driving to the dealership. *** told me to pay a tow truck to tow it to Hamer and he also wanted me to pay the $565.88 service invoice from ******** **** Dealership. I asked him to pay the cost of the tow truck, **** dealership service invoice, reimbursement for the car rental, and to provide me with a loaner vehicle. He told me he can not do that, that Hamer does not work like that. I refused to pay. He tried to get me to open up a ****** Credit Card so I can make those purchases. After going back and forth countless times, *********** (Service Manager) said "we will get a tow truck and bring your **** over here (Hamer ******) and pay the invoice for the ****." I left at 3:30pm from Hammer. **** (Sales Guy) told me that ***** said to return once again on Friday, 11/25, to talk about the car rental. At that point, I was told ***** was in charge of my case.
  I returned to Hamer on November 25th, 2022 for the third time. I went to speak to *****, like I was told to, in regards to the car rental. By no means was he helpful and he had a terrible attitude. I asked him to reimburse me for my ********** car rental and to provide me with a loaner since my vehicle is at their dealer. He said "yes but you're going to get charged for the loaner." How is that considered a loaner if I'm being charged for it? He told me to take the ********** rental as a loss. He told me he already lost money by paying the **** service invoice and the tow truck. He said "do you really think Hamer wants to lose money on you and pay for that rental. Meet me halfway." ***** also told me "that's what I get for buying a used vehicle." He promised to call me on Monday, 11/28, to provide me with an update on my vehicle. To this day, 12/2/22, ***** has not called me.
  I have been calling this entire week, week of November 28,2022, I've left countless messages and still have not received a response from ***** or *********( Service advisor). This unfortunate situation has been going on for nearly a month and still nobody can seem to help me. I don't want to deal with them anymore, they're extremely unprofessional and no one should ever have to go through this. I'm still making my monthly car and insurance payments along with paying the ********** rental car. I purchased a vehicle from this dealership on the pretense I would have a dependable and reliable vehicle. All I wanted was for my car to be repaired and the car rental cost to be reimbursed. Now, I do not trust them to properly fix my vehicle and I will not feel safe. Now, I want all my money I have invested on the **** (down payment, monthly payments, 2023 tags), car loan to be paid off, and ********** car rental. I have never experienced such levels of incompetentness and unprofessionalism in the workplace. Since the beginning, I've experienced such negligence from Hamer ******.
  

  

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 7, 2022/12/07) */
  Based on the diagnosis provided by the customer from ************* which speculates that there has been an "oil leak over 8 months or so" and recommended a tear-down to confirm the internal damage that was not performed. They also provided a list/cost of replacement parts without the diagnosis. Hamer Toyota will need to perform a "complete tear-down" of the engine to determine a proper diagnosis and determine which parts failed and why. The vehicle is here at the dealership.
  
  
  Consumer Response /* (3000, 11, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their response. In no way does their response benefit me or fix my vehicle. Hamer Toyota has had the vehicle since November 25th, 2022. I still have not received any update or diagnosis. Hamer is constantly changing my case manager and no one seems to know anything about the vehicle they have had in their possession for almost a month.
  
  
  Business Response /* (4000, 18, 2023/01/04) */
  Hamer Toyota replaced the oil cooler and radiator (this is a turbo diesel model). There may be damage to the turbo unit. The customer has an extended service agreement and they determined the repairs needed for the vehicle.
  
  Hamer Toyota has offered to pay 50% of rental that has now grown from $800+ to over $1500 when he submits a receipt/bill. Also, Hamer Toyota will clean the overflow reservoir which does not need replacement.
  
  Hamer Toyota agrees to check the reservoir for any additional sediment/residual that may still be in the cooling system.
  
  Hamer Toyota is requiring a signed settlement agreement to complete this offer.
  
  The customer may take his vehicle to a **** dealership and authorize a full and complete tear-down of the engine as they requested in the original repair order. If it is determined that the engine overheated due to driver negligence, he would be responsible for the entire repair.

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ************** on September 1st of 2022. I drove it for 2 weeks and I heard a noise after 300miles. I took it to service at 500miles and they told me they couldn't hear anything. An employee and myself drove the car around and he was able to hear the noise.
  They told me it was a normal noise that came from the car. I told them it didn't sound like it but they insisted it was.
  Exactly 1 week later I took it in and showed them video evidence that it was making a noise. At first they didn't believe me but it took them 4 days to get back to me and tell me that they had to replace the whole transmission.
  I called them 2 days later after they told me this and I told them that I wanted to try and exchange the car or get my money back because the car was only at 1202 miles and it already needed repairs. I didn't want to deal with a car that would constantly need repairs.
  I talked about this with the sales man Victor who sold me the car and his manager. They told me that they couldnt do anything for me and that it want their issue. So I asked them to let me speak with someone who's issue it was and who cared about what I was saying to them. They told me that they would have their manager call me the next day after 330. The call never arrived.
  I kept calling them to try to speak with a manager for now 3.5 weeks and they still won't call me. I've attempted 3 different calls with them on this issue. No call backs at all. The car has been in their repair center for almost 3 weeks without an update either. I just want my money back at this point and not deal with their business.
  

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Customer deal was unwound and cancelled. Customer purchased ************

• Initial Complaint

  Date:08/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took in my car on 08/15/2022 for diagnosis, its a****** that was running good but had a warning light on. I told the service assistant what the problem was and i was told that diagnosis costs $190. They kept my car for six hours and later told me what I already knew. I was told that I had to pay $570 for an extra Diagnosis and I had to wait another three hours to tell me whats wrong with the car. Hamer Toyota were totally unprofessional and I regret my decision of taking my car there. They basically need Nine hours and $570 to tell me whats wrong with my car. I sent them an email complaining about what happened and of course they ignored it. I wonder why they put up different prices and then charge way more? how is this even legal? I paid $190 for a piece of paper saying that my car needed a diagnosis. I will have to stay faraway from this dealership.
  

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Hamer Toyota apologizes for providing an incomplete diagnosis on the initial visit.
  
  Hamer Toyota will be issuing a refund within the next 5 days in the amount of $190.00
  
  
  Consumer Response /* (2000, 7, 2022/09/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A refund has been promised and an apology issued.
  
  Consumer Response /* (3000, 12, 2022/09/16) */
  The Business promised to refund my money but ever since then am still waiting. its almost a week and there is nothing. The bank usually takes 3 to 5 business days to process a refund but there nothing yet.
  
  
  Business Response /* (4000, 14, 2022/09/30) */
  We apologize for the delay. The check was placed in the mail on 9/15/2022. If the check has not been received, please have the customer contact me at my direct number of***************. Hamer Toyota will issue a new check and hand deliver it on the following business day.

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I always receive maintenance service at Toyota. This Toyota service department salesperson said he could access all Toyota service department records and that transmission fluid exchange was needed for $199. He said the fluid had not been replaced in over 50,000 miles.
  After checking my records at home, I found transmission fluid had been replaced at a Toyota service department approximately 8000 miles prior. There was no need to replace the transmission fluid and the salesperson misrepresented what was required.
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Contact Name and Title: ********** CRM
  Contact Phone: **********
  Contact Email:**********************
  Hamer Toyota reviewed the service history and verified that the service had been done previously at a different dealership.
  
  Hamer Toyota issued a refund check in the amount of $199 and placed it in the mail today August 16, 2022.
  
  We apologize for the oversight on the part of our employee and issued an apology letter along with the check.
  
  
  Consumer Response /* (2000, 7, 2022/08/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)