ComplaintsforColonial Toyota

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 4/5/23, the c heck engine light came on in my truck. I checked the oil and found that there was no oil in my truck. I had just been at Colonial Toyota the day before. I called and appraised them of the problem and was told that the car was not serviced the previous day as I thought, just other repairs adding up to over $8oo. I was told to put a small amount of oil and bring it in. I was also reminded that my truck had been serviced 2 weeks prior. I drove to Colonial, dropped off the truck and conversed with the agent and was transported home. After 6 hours I called and asked when it would be ready. I was told that the mechanic stated that the oil was overfull. I put 1 quart of oil in it. I was then told that the check engine light was faulty and th oil pan was full. I reiterated that I had checked the dipstick a number of times, and all that registered on it was the very tip with black oil I am appalled that someone would think that a 69 year old man doesnt know how to read a dip stick. There was no oile in the pan every time I checked, and only had 1 quart in it when I dropped it off

  Business response

  04/24/2023

  PLEASE BE ADVISED THAT 2007 TOYOTA ****** WAS BROUGHT IN FOR A OIL CHANGE 3.17.2023  VEHICLE WAS BROUGHT BACK  4.4.2023 FOR INSPECTION REPACED COOLANT BYPASS TUBE ON 4.7.2023 CUSTOMER STATES THAT VEHICLE DID NOT HAVE ANY OIL UPON INSPECTION FOUND THAT OIL WAS OVER FILLED BY CUSTOMER. VEHICLE WAS INSPECTED AND RETURNED TO CUSTOMER. ADVISED TO RETURN IF PROBLEM PERSIST.

   

  Thank you

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, on 03/07/2020, I visited the Colonial Motors in ******** ** with the intent to purchase a car. After a long day of negotiations I agreed to lease a T****************. After the down payment and financing I agreed to pay $10,000 at the end of the lease to buy out my vehicle. My lease ends now on 03/07/2023 and as I dug out the contract to go visit the dealer and buy the vehicle, I find out that they had altered the numbers and changed my 'buy out' amount to $14,795 from the $10,000 agreed upon. My brother had worked for one of their dealers and had warned me that they would do this and to make sure I checked the contract before signing. So, I did check the contract on that day on 2020 and NOTICED that they had done this, I complained about it, as a result they apologized and fixed it. I checked it again and signed the corrected papers. However, At some point they gave me the wrong papers folded in an envelope, and I didn'tcheck a second time around trusting in their honesty . They deceived me exactly how my brother, an ex salesman of their dealers, had said they would do. I believe that I am probably just one of many victims of this deceptive sales practice. I, now have an apointmt on 03/04/2023 to buy out my lease and don't have a way out of this scam. Therefore, I believe that this Company merits an investigation onto their practices. Have them provide all of their lease agreements and contact each one of them, asking them if what they signed for is what they agreed to. Perhaps this can be prevented from happening to more unsuspecting people. In, addition warn the people that check their ratings. Thank you very much.

  Business response

  03/01/2023

  PLEASE BE ADVISED THAT WE HAVE REVIEWED THE SIGNED COPIES OF MR. **** CONTRACT AND HAVE DETERMINED THAT HE ACCUSATIONS ARE INCORRECT A RESIDUAL VALUE ON ON LEASE CANNOT BE CHANGED. IT IS  THE VALUE OF A VEHICLE  AFTER THE  LEASE TERM HAS ENDED AND IS SET BY THE LEASING COMPANY. ANY CHANGE WOULD ADVERSELY EFFECT HIS LEASE PAYMENT, GOING FROM 14K TO 10K WOULD CHANGE HIS PAYMENTBY A SUBSTANTIAL AMOUNT  WE SUGGEST THAT HE HAVE SOMEONE REVIEW HIS CONRACT  WITH HIM TO REAFFIRIM WHAT HE AGREED TO. OUR RECORDS DO NOT INDICATE ANY ISSUES WITH THIS TRANSACTION

  TAHANK YOU

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The Company has intentionally and willfully miscontrued my accusation.  They need to return and read it with the intent to understand.  Nevertheless, I was aware that they would refuse to honor the original contract due to the fact that in the process of giving me the signed documents they intentionally changed my contract.  I know from inside source that this is customary to their dealers.  Hence, I have been advised that there is a resort in this website of the BBB to request an Investigation into what I consider to be deceptive sale practices.  Not having any other choice I will be requesting an investigation.  In addition, today I find out that they made another charge to my bank account when the last payment was last month.  However, I do appreciate the mediation from BBB.
  
  Sincerely,
  
  ****** ****

  Business response

  03/03/2023

  We have no further comments at this time please contact us at any time if you require ant additional information

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:I understand from the response is that there is no interest from this car dealership to personally contact me and hear in details my experience with his sales people aand how I was tricked via what I consider inappropriate and deceptive sales practices.  Therefore, I will begin the process of requesting an investigation into their sales practices.  
  
  Sincerely,
  
  ****** ****

  Business response

  03/08/2023

  Plaase feel free to contact me at ###-###-#### iyou reqiure any additional information Thank you

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  One reason for writing this complaint is for false advertisement displayed on colonial Toyota Billboard signs The billboards have been for months and are currently being market as “colonial Toyota has the inventory why go anywhere else “ On June 28,2022 I agree to a new vehicle purchase order with sales associate Elijah F*********** , with an estimated delivery date of November 2022 or the latest December. On November I followed up with the salesperson but was not able to get an update or any kind of information that my vehicle was in the pipe line, obviously I had not even been provided with a vin number or anything that could be traceable however that was not the issue, i was offered a 10k dollar more expensive vehicle which i declined and was only interested in what I had ordered,I continued to wait as I was told it could take till December. In late December again I followed up and I did not receive an answer to my specific vehicle ordered however the general manager ( Jeff S*****) offered a more expensive option which was a 5,000 dollar difference. Again I kindly declined as I am not interested in a higher model I would like what I ordered and within reason I told them from the start I was open to other colors as long as it was a limited within the same price range. On January 30,2023 I stopped by the dealership to get answer but unfortunately it was the same story. So at this point I am writing this complaint because of the false advertisement this colonial Toyota is displaying to the public. Second a resolution in favor to my long waited and timing consuming experience this dealership has caused due to false advertisement. Either provide me with my purchased order agreement or return my finance payment back and unfortunately not much that I can do to gain my wasted time, effort and aggravation this dealership has caused due to false advertisement.

  Business response

  02/14/2023

  In response to the complaint from Mr. ******** please be advised that Colonial Toyota has made no false representations regarding our billboard advertising stating that we have Inventory the is a statement of fact; and is not related to ********** request to purchase specific vehicle with specific equipment which did not represent the majority of the vehicles of this type being imported, he was also aware that we did not have at that vehicle at that time and we would be attempting to have allocated from the manufacturer. He was not given any specific time because of the current production constraints', anything that was offered to him was made as a courtesy to him based on availability, we in no way indicated to him that we stocked every vehicle in every possible configuration. He was also aware that he was   free to cancel at any time if he was not willing to wait. We sincerely regret that we were not accommodate his request at this moment and hope he finds the vehicle that meets his needs. Thank you BBB

  Customer response

  02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

   

  Typical cheap low class dealership response, my statements remains , look at the billboards how misleading they are , there is no fine print or anything stating see dealership for specific model …

   

  I have purchased a new truck exactly like the one that this dealership kept me waiting for almost a year . I will not do business with this company as they only wasted my time and there response could of been more sensitive and apologetic.

   

  Business response

  02/15/2023

  We have no response

   

  Thank you

• Initial Complaint

  05/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my vehicle back to their dealership because it broke down. They checked out the truck and told me the work that needed to be done but required I pay them $8,000.00 before they even began the work which I had never heard of before and that I would have to pay the labor once the job was completed, but they never told me either how much that would be. I gave them the payment and was expecting a call back once my vehicle began the work or at least a progress call, well 3 months later and they have told me the work can not be done but they still have my money and my vehicle. This is unacceptable, I have a toddler and both my husband and I have to work full time so I am beyond frustrated at this point.

  Business response

  05/10/2021

  Please be advised that *** ** ******** purchased to 2015 ***** *** **** 4/20/2019 with 62879k miles we where informed that he took this vehicle to a ***** Dealer seeking warranty assistance and was told that the vehicle did not qualify.

  He contacted our service advisor Roger M****** and was told he would be required the provide us with a $6000.00 deposit so we could obtain a suitable replacement Diesel engine; which after a painstaking process we where able to do.

  We have provided *** ** ******** alternate transportation so he would not be inconvenienced.

  unfortunately Mr. M****** has become ill and is currently hospitalized and is unable to follow up with him at this time however, Joe B***** the

  Service Manager  who has made several attempts to contact *** ******** and has not been successful, we request  him to contact us at his

  earliest convenience so we may inform him of the current status of his vehicle, so that the work can me completed and vehicle returned to him.

   

  Customer response

  05/11/2021

  
  Complaint: ********
  
  I am rejecting this response because: We have been told numerous excuses on why it has taken so long to be resolved.

  And the only time anyone has tried to contact us was yesterday after the BBB received the complaint. The first engine was damaged while they attempted to repair it the first time and this is the third attempt at repairing the issue. Regardless of anything there are no repairs that take 3 months to complete. It’s not the point of having a vehicle provided it’s the issue that things have not been taken care of in a timely manner. Not to mention the times that my husband and I had tried to go there and was poorly treated because English is not our first language. I have recorded messages of Roger requesting more money from us but of course now he unfortunately is hospitalized but I still have it saved.
  
  Sincerely,
  
  ******* ** ********

  Business response

  05/11/2021

  Please note in our response that finding a suitable used diesel engine installing and testing it is a time consuming and labor intensive task, We have no need to make any excuses for that ,we can only seek your patience so that the repair can be completed  correctly, and also  allow us to able to contact you and receive a response , should any unforeseen difficulties arise that require your authorization to proceed.

  Colonial employs individuals with diverse ethic backgrounds, and language abilities, if there are any concerns in this area please advise our service MANAGER Joseph B***** and we will take corrective action

  Please return our calls to us, so we update to of the status and proceed with the repair of your vehicle, so in can be returned to you as soon as possible.

   

  Thank you

   

   

*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. ↩