ComplaintsforTemecula Valley Toyota

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a new 2022 *************** At ~****** miles the vehicles engine had a catastrophic failure (blown engine) under normal driving conditions. The car was originally in the service department for more than 30 days waiting on parts and repairs. The car was released to me and the very next day the service department called me to inform me the vehicle needs to come back for additional repairs. The vehicle is now back in service for an unknown amount of time. I am seeking reimbursement for the lease payments for the time the vehicle has been in service.

  Business response

  04/24/2024

  Per Toyota Corporate recommendations replaced engine short block and related seals.  Replaced cam gears, timing cover assembly with the oil pump and oil passages that are contaminated with metal shavings.  Re-installed engine assembly, re-charged a/c system.   

  Guest is requesting a refund for payments made during the time vehicle was down.  This would have to be directed to Toyota Corporate.  Guest can reach out to Toyota at ************ for consideration.

  Customer response

  04/25/2024

   I am rejecting this response because:  Toyota has redirected me to the local dealership, local dealership redirected me to Toyota corporate, then Toyota redirected me to Toyota Financial, then Toyota redirected me back to Toyota Corporate.  I need to be reimbursed for the loss of use of my vehicle for more than 40 days.  Every entity of Toyota is refusing to address my concerns.
  
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I always go this dealership for service/maintenance because its close to where I live. But I had horrible experience recently. I had my Toyota highlander 2021 for 2 years now, and when I had an issue with rotors they replaced it and didnt charge me because they said its under warranty. Last June 2023, I had the same issue and I was charged for new brake pads and rotors replacement. Then, Dec.2023 took the car to Temecula Toyota again and they told me I had the same issue again, advisor recommended to replace new brake pad and resurface rotors. According to the advisor I still have 8mm 9mm brake pad. I declined the recommendation and I took my car to another auto shop, the mechanic diagnosed my car and told me I need new rotors and brake pad. I explained that I just had it all replaced last June 2023 which is 6 months ago, the mechanic explained that my rotors were not replaced or change and he told me to contact the last one who did the job because there should be a warranty. Now im wondering why my service advisor wasnt sure if the rotors were replace or not last June until I asked her to check their records, which she shouldve done in the first place. So I was charged for new rotors that was never put in my car.

  Business response

  01/08/2024

  The dealership verified that rotors and brake pads were replaced in June 2023.  On 1/4/24 TV Toyota diagnosed both front and rear rotors warped.  A recommendation was
  made to replace front and rear brakes pads and resurface rotors.  Rotors/brake pads are not covered under warranty.   However, dealership will reach out to Toyota Corporate and request assistance on the customer's behalf .  Service Manager will reach back out to guest after he receives an answer from Toyota.

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jul 31, 2023, The contract was signed for Toyota Tacoma for $36,440. We were told to come pick up the truck ***orrow, as they had to go pick it up from San Diego. On August 1, 2023, we went into the dealership at 4:30 p.m., Salesman said the truck was in the dealership being washed. In the meantime, me and my dad were directed to a different financial representative from yesterday. He started to shove the papers at us, saying we had to sign some documents again. We realized the price of the payment was $37,811, higher than the signed contract from yesterday. I asked them what this extra charge was, and they left the office and came back explaining to us that they are charging us more because they were giving us a better expensive truck. I was confused and asked them where the truck we signed the contract for yesterday was, and the sales representative told us that the truck we signed for got into an accident while in transit, so they replaced it with a more expensive truck. They didn't disclose any of this information to us about the higher payment and replacement of our truck and tried to deceive me into signing another contract. When we said we didn't want the other truck and demanded an explanation of the breach of contract and why they tried to scam us into signing a different truck without our permission, they changed their story and told us the truck didn't get into an accident and it was available again. For two days my dad couldn't work because we stayed at the dealership for hours for two days and he had to remove power spray to trade in his previous truck. During this experience, representatives were being very passive-aggressive like I was just an idiot. I am identified as a Total and Permanently disabled veteran by the Veterans Affairs due to service-connected mental and physical disabilities. Due to my PTSD, Depression, Anxiety, and Adjustment disorder, I was discriminated against, deceived, and humiliated by this Temecula Valley Toyota.

  Business response

  08/11/2023

  Hi *****,
  We are very discouraged to read this, and while there was some miscommunication on our end, we tried to do what was right by giving you the same price on the other truck even though it had more equipment. Our salesperson was trying to help based on your request of needing a truck by Tuesday compared to waiting for the one we had coming in. The sales manager found one at another dealership, so we traded for what we thought would satisfy you. It now appears the salesperson did not do a good job of communicating with you and making sure this truck would work. Ultimately, we offered this truck that we went and traded for at the agreed-upon price giving you a substantial discount based on this lack of communication on our end. We don't think anyone was talking down to you, as we were just trying to make things right for you. We tried to speak with you and ask what we can do to make things right, but you just left and never responded to our calls to you. Again, we are very sorry for the miscommunication, but we were only trying to help and in no way tried to mislead you. When you do have a moment to speak about this further, please contact General Manager **** ***** at ###-###-#### or [email protected] at your convenience. We hope to hear from you.
  
  
  
  
  

  Customer response

  08/11/2023

   I am rejecting this response because:
  
  Dear ***, I want you to know this wasn't a miscommunication. Your dealership tried to scam me into signing another contract increasing payment without disclosing any information beforehand, replaced the truck without permission, deceived us about the original truck being at the dealership, and again deceived us about the original truck is no longer available because of an accident, then changed the story again saying the original truck didn't get into an accident and was available. You guys made a false promise about the original truck, tried to pull my credit without explaining, discriminated against me due to my disabilities, and also deceived us about the employee's identification/position. This all happened after the CONTRACT WAS ALREADY SIGNED. Not only we wasted two days, we had to go remove power spray and equipment from our trade-in truck all the way in City of Industry. We own pest control business and our trade in truck was crucial for the business, because we removed power spray and equipment from our trade in truck we couldn't work for several days until we get the new truck. Also I had to talk to my doctor and therapist due to this incident due to severe panic attack and headaches. This is a breach of contract, a clear scam, and discriminating behavior. Please let me know if you need any more evidence, documents, and transcripts of all the conversations I had with your staff members. I am more than happy to share it with you. I asked to speak with the owner but they said he is currently out of the country and cannot be reached. Cus***er relation told me GM **** ***** will be calling after one or two hours but never received a call from him either. General Manager stating that my service-connected/diagnosed disabilities are a personal matter in my life and comes from my personal issues while clearly having a panic attack from this incident was very inappropriate.
  

  Business response

  08/15/2023

   

  We value all of our guests and that is why we tried to find a solution for you and your dad when this occurred.  Even offering the more expensive truck at the original less equipped truck price.  Our General Manager did speak with you last Friday and again offered our apologies.  We are sorry that we could not find a solution to your satisfaction.

  Customer response

  08/17/2023

   I am rejecting this response because:
  
  We value all of our guests and that is why we tried to find a solution for you and your dad when this occurred.  Even offering the more expensive truck at the original less equipped truck price.  Our General Manager did speak with you last Friday and again offered our apologies.  We are sorry that we could not find a solution to your satisfaction.

  Dear Temecula Valley Toyota, your apologizing through phone call does not solve any of the problems we had to go through because of your business malpractice including breach of original contract, replacing truck without permission, trying to make us sign another contract without notifying us, and intimidating us when we were in at your dealership. We spent two days for hours at your dealership, we went all the way to city of industry twice to remove power spray and professional pest control equipment for our trade in truck, several days of inability to work because we removed didn't get new truck on time, and emotional distress you have caused for my family. Insulting us saying you guys are going to pay minimum wage per hour as a compensation and your owner refusing to talk to us because he's out of the country. All he needs is internet or phone to talk to us that is not a reasonable excuse. You guys did not offer us any proper compensation or any actions that came close to a solution. Conveniently saying we apologize, we don't know how to compensate, and saying this will be used as learning experience for you guys is just add insult to injury.

  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, 04/09/23 I visited the car dealership website where I saw an advertised vehicle for $41,662. The listing was on the dealer's website (****************), included photos, a VIN number, clear photos of the actual vehicle and a stock number. I went though the pricing process of the vehicle and received a total online price of $46,052.43, after applying $3,645.43 in taxes and $745.00 in fees. I proceeded to the dealership where I asked about the vehicle by stock number and VIN. They advised the vehicle was still available and proceeded to show it to me. They also proceeded to tell me the vehicle was approximately $15,000.00 more than the advertised online price. They explained that they installed a lift on the vehicle along with wheels, tires and an alarm. I requested they sell the vehicle at the online advertised price, exactly how it is advertised and pictured in the photos. Please keep in mind that the photos online used to advertise the vehicle represented an already lifted vehicle with the rim and tire package, already installed(close up photos of the rim and tires included in the add). I have clear documentation of all of this. My desired resolution is for Toyota to sell me the vehicle, or a new one comparable to include the lift, wheel and tire package for the $41,662 advertised price. As of the date of this review, that exact vehicle is still advertised as available on their website.

  Business response

  04/19/2023

  Thank you for meeting with me yesterday to discuss your concern and I am pleased we were able to find a solution that was amicable for both parties.

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please close out the complaint. Thank you for the fast response on both your part and the dealership. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/12/2021 I brought my Toyota Tacoma into Temecula Valley Toyota (TVT) for an oil leak coming from the engine. (invoice #1******) This was determined to be a bad timing cover gasket. This was the second time my truck was brought into TVT and repaired for the same issue. I received my truck back on 11/17/21 and was told that "we made sure this time it will never leak again." Fast forward to January of 2023. I now live in Jacksonville Fl. after retiring. I noticed the same leak coming from the engine. I took my truck into the local Toyota dealership in Jacksonville. I was told that the leak was coming from the same timing cover gasket like it was before. The dealership also informed me that whomever repaired the gasket before had over torqued at least one of the bolts so tightly that it cracked the engine block effectively destroying the engine. I reached out to TVT and their service manager told me that "sorry, our official stance is that your truck is out of warranty" and they would not be helping me in any way. I reached out to Toyota Motors Corp. (1-800-331-4331) Toyota Motors did a complete investigation and found TVT responsible for the damage to my truck. (case #2***********), unfortunately because TVT is privately owned, they were unable to get TVT to help out as well. Toyota Motors suggested I take legal action against TVT. I am in the process of trying to get my truck repaired on my own. A new engine costs $24,000. A refurbished engine costs $17,000. I'm trying to find a used engine for less. I think its unfair that I have to install someone else's used engine in my truck because of the negligence, incompetence and dishonesty of Temecula Valley Toyota's service department. I would like to be reimbursed for whatever expenses this will ultimately cost me to replace my engine.

  Business response

  03/30/2023

  Service Director has reviewed concern and reached out to Toyota Motor Sales for clarification on what was stated to the 
  guest.  Desiree at Toyota Motor Sales stated that they did not find TV Toyota responsible for the damage to the truck. 
  They did state that they would not consider assistance because repair is out of the 1 year warranty period. 
  Dealership also advised guest that the repair is out of the 1 year warranty period. 

  Business response

  04/03/2023

  Service Director has reached out to the facility in Florida.  Verified that shortblock will be $8,828.

  TV Toyota Service Director spoke to Mr. M*** and offered a one-time goodwill offer of $5000 toward the short block. 

  Mr. M*** was satisfied with offer and accepted this one-time goodwill gesture. 
  

  
  

  Customer response

  04/07/2023

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

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Toyota Corolla brand new in 2016. Over the past year, the clear coat has been stripping away all over the vehicle, leaving flakes of sealant and paint exposed. Last year, a lawsuit was filed for paint defects on various models of Toyota's, but only with a specific color of White/Pearl White. Even though our car is a different color, there is obviously a defect on vehicles and ours is one of them. We took our car into the Temecula Dealership in November 2022 to be inspected for the clear coat/paint defect. Toyota had our vehicle for a full day, and said they had their Technical Specialist inspected it. The inspection report that came back was a paint repair estimate from a third party. When asked to have a specialist come back to actually look at the car in person, they declined. They based their assessment solely on photos taken. They submitted a "goodwill" request for assistance but this was declined. Their GM and Services and Parts Director looked at the vehicle when I brought it down and still did nothing to assist me. They said they would do all that they could to help, acknowledging the rarity in the clear coat peeling and knowing that eventually the exposed paint would absorb moisture and lead to rust. They said that "waxing and keeping the vehicle inside a garage" would have prevented this from happening . They were not willing to have the car re-inspected and did not provide a full inspection report with the Tech Specialist's name, notes and feedback. The business stands by their customer service, but has done nothing to help us solve the awful paint peeling all over our vehicle. This is completely unacceptable on the dealerships behalf, as well as Toyota. Our vehicle looks awful and it's only 6 years old. This should not happen with cars, and the company needs to take responsibility just as they have been forced to do with the recent lawsuit.

  Business response

  02/03/2023

  Vehicle is out of warranty by time and mileage.  Dealership requested out of warranty assistance, on behalf of the guest, from Toyota Corporate.  Pictures and estimate were provided per Toyota Corporate guidelines for consideration and assistance was declined by Toyota. 

  Vehicle was not purchased at this Dealership.  However, the purchasing dealership does have a body shop.  Guest may reach out to the buying dealer to see if they are able to offer a discount on repairs.

  Customer response

  02/07/2023

   I am rejecting this response because:
  I spoke with the President of the Toyota dealership in Temecula, Ca and he confirmed that it doesn’t matter where we purchased the vehicle.

  So this response isn’t warranted. The dealership declined to have a Field Specialist look at the damage of the peeling sealant and paint on the car and I have no formal documentation from their assessment of the vehicle- they only provided a 3rd party estimate of paint repair. I asked for a copy of the vehicle inspection numerous times and they never provided this.The obvious manufacturer defect on the sealant and paint warrants an extensive look and repair. Dealership made no effort to assist us in getting the right people to look at the car, and they gave me the run around. The paint on our vehicle is unacceptable, especially for a car that was bought brand new and is only 6 years old. This issue has been going on now for over 4 months with little to no help that has resolved the issue. The value of our car has not only decreased because of this, but we have a vehicle that is getting worse each day. 

  Business response

  02/09/2023

  The paint repairs requested are out of the guidelines for manufacturer's warranty.  Temecula Valley did contact Toyota Corporate requesting goodwill assistance.  Photos were sent to the Field Specialist for Toyota.  The field specialist did review the photos and stated that a personal inspection was not necessary.  Toyota Corporate has declined goodwill assistance through their Field Specialist assigned to Temecula Valley Toyota. 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from Temecula Valley Toyota and a week later the check engine light came on and remained on for several days. When my wife took the vehicle in well within the 3 month/3,000 mile warranty, the maintenance department said the light went off before they got it, which is not possible since the light had been on for several days. They did see a history of the code but did nothing about it. The light came on a few weeks later and now they say there is nothing that the can do.

  Business response

  07/29/2022

  Dealership General Manager has reached out to the guest to discuss a solution.
  

  Waiting to hear back from the guest.

   

  Consumer's follow up:

  I appreciate your help with this matter as I received prompt attention from the dealership. 
  
  Temecula Valley Toyota took action quickly and resolved the issue. 
  **** ***** the sales manager reached out to me and apologized for the issue, he took the necessary steps to investigate and determine the root cause was miscommunication between their sales department and service department. 
  
  
  Regards,
  *****

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Customer #73052 Went in for service on 3/11 got to the shop at my appointment time 6:30am was checked in at 6:40 by ***** *******. I was told my car would be ready by 8. ***** text me 6:42 and told me if I needed anything to text back. I text back at 8:05 to find out the status on my vehicle, with no reply. I went to the check out desk to be walked by numerous times, a guy with beard ask could he help and never came back, ****** ask if she could help and came back but walk pass me. I stopped her and ask did she find out anything regarding my car, she said ***** had the paper work. By now its 8:25 I asked Tenisha could she find out what was going on with my car she came back with the paper work and apologized, I asked to speak to the manager because my car was in at 6:40am and out at 7:40 by now it was 8:30. I talked to ******* ***** he said that he would check into it and call me...I've given him over a week and he still hasn't call.

  Business response

  03/21/2022

  Customer Relations Manager (CR Mgr) responded to guest's comments via telephone conversation this afternoon.
  

  Apologized for the service experience and assured Ms. ******** that her comments/suggestions would be

  shared and used for training purposes. 
  

  ******* was off today so CR Mgr called on his behalf to apologize for not getting back to the guest.
  

  CR Mgr offered Ms. ******** a complimentary Oil Change to give the dealership another opportunity
  

  to earn back your confidence.  This was accepted and she will call the CR Mgr when she is ready to bring

  in her vehicle. 
  

  Customer response

  03/24/2022

   I am rejecting this response because:
  It’s the same excuse saying they will use the situation as a training tool. Once I get my complimentary service card in the mail.
  
  

  Business response

  03/26/2022

  Dealership sincerely apologizes for the guests service experience.  ****** **********,  CR Mgr spoke to guest and per that conversation has updated Ms. ******** profile to document that Dealership will comp an oil change that guest can use at her convenience.  Ms. ******** may also contact ****** ********** directly when she is ready to use this comp service at ***/***-****.

• Initial Complaint

  06/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car a 2008 Camry keep stalling out while driving and I took it to Temecula Valley Toyota to have problem fixed and they kept the car all day and did not find any problems. When I picked up the car I notice that the armrest console door between the two front seats was broken. I mention it to the service technician, she apologize; agree to replace it when I brought my car back in for service. I return to TVT two weeks later for the same problem the car kept stalling out, they agree to check it out again and replace the armrest console door. I left my car two days with them, again they didn't find the problem why my car stalled out, instead they claim that my car have a bad alternator and transmission was shifting hard, slipping in gear and needed to be replaced. Something as significant as that, they didn't notice it until the second visit, unbelievable. The reason they didn't notice it the first time is because it didn't exist, and they shoul be held accountable and repair my car.

  Business response

  06/15/2021

   

  "Dealership was unable to duplicate the guest's concern and on second visit did notice hard shifting. 

  The hard shift was not caused by the dealership and dealership will not accept responsibility for this concern.

  Dealership does not confirm that console lid was broken by technician but offered to replace as goodwill.

  A BAR Agent did come out and completed an investigation, did not find dealership at fault. "

  Customer response

  06/17/2021

   I am rejecting this response because: Upon my first visit to Temecula Valley Toyota on 05/05/21 their receipt clearly states that "test alternator, alternator at 13.42 Volts. check battery ok. check for codes, no codes found. 

  ( clean health check). test drive on different cycles for 36 miles.  Did not stall out . working as design at this time" that's their report after inspection. No mention of bad alternator or transmission, for them to drive the car for 36 miles that's about 30 minutes and in all that time of driving the car they did not notice anything wrong with the alternator and transmission something as significant major components of the car and they did not notice it after driving the car for 30 minutes, unbelievable. But on my second visit, again I say; they did not find out the reason of my original problem and instead they point out a bad alternator and transmission problems, please give me a break, I wasn't born yesterday. I realize that they might be trying to protect their reputation as a dealership and that might be well and good for them, but from a customers perspective I am trying to keep some decent transportation in the best of mechanical condition as much as possible which I have done throughout the ownership of the vehicle with maintenance service records to show. 

   
  
  
  

  Business response

  06/18/2021

  The guest's first visit was to check for a stalling concern.  Dealership could not duplicate concern.

  Guest returned approximately 2 weeks later to recheck. This time claiming a stalling concern and that the vehicle jerked. Dealership again drove with a cold start and unable to duplicate stalling concern. However, a hard shift was noticed on this visit.
  

  Dealership does not accept responsibility for any repairs that may be needed as all they did was drive the vehicle.
  

  The BAR was called in to inspect due to guest concerns.  Upon completion of inspection,  BAR agreed that there
  

  was no action to imply Dealership responsible for the mechanical concerns guest claims.

*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. ↩