ComplaintsforThomas Toyota of Joliet

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After searching cars.com for several days I found a car that I was interested in buying from Romeoville Toyota. The car was a 2015 Lexus Gx460 initially advertised for $30,000. Yesterday I noticed by an alert from Cars.com that the price was lowered by $1000 now being advertised at $29000. On the same day as the price reduction, I purchased a CarFax Report for $39.00 and then stopped into the dealership. I seen the Lexus Gx460 on the lot with other used cars. I went into the dealership and asked the first salesman if I can take the car for a test drive. He looked at me with confusion and indicated that the entire dealership only sells new cars and not used cars. I told him I seen the car advertised on his dealership website along with being on the Cars.com website and it's indicating to contact Romeoville Toyota to view the car. He said that they only wholesale their used cars and that there is no one on the sales team who has the ability to sell used cars. The advertisement is only for car wholesalers who might want to buy them. I asked how I get in contact with a wholesaler to buy the car. He said you don't, you have to be a wholesaler to buy the car. At that point, I asked him to check with his manager. He did talk to his manager and came back to tell me the car is now sold and no longer available wholesale. Today, when you go onto Romeoville Toyota website it doesn't mention anywhere about only being a wholesaler to buy the car or even being sold or deal pending. Actually, the website encourages you to start the car the buying process which I did complete. Yesterday, on the Romeoville Toyota website I spent 30 minutes online using the buy car process, it said that someone from the dealership will contact you for next steps. In the entire online car buying process nowhere did it specify that the car was first not available and secondly that you had to be a wholesaler to buy it. I attached screen shots from their website and the chat.

  Business response

  09/02/2022

  Dear BBB;
  

  
  This letter is in response to ID ********   
  
  In response to the Consumer Complaint reference above, ******************** states he was interested in purchasing a vehicle from Romeoville Toyota using our online platform provider partner Roadster.  ******************** did inquire on a 2015 Lexus GX460 on 8.25.2022 at 4:34 P.M.  However, we do not have a record of ******************* visiting the store as ******************** states.  If he did visit the store as claimed prior to him submitting a lead via our online platform and filling out online documents,he was already notified the vehicle was NOT available.  As to why ******************** would still proceed when stating it was not available prior to proceeding is unknown to us.  Whether a vehicle is unavailable due to it being sold to a wholesale or retail customer is irrelevant as it is not available for sale.  When a vehicle is sold depending on the disposition it can take some time for a client to process and finalize transactional paperwork.  This same concept applies with homes as offers, and contracts happen at various times.  When this occurs inventory records do update slower as the transaction is in a pending status therefore displaying inventory that is in process of finalization.  That is the case with said 2015 Lexus GX460. 
  Additionally,we primarily sell new vehicles, and Certified Pre-Owned Toyotas to the general public.  We do however, list some of our wholesale units on our websites to our network of buyers such as CarMax, ACV,as well as other establishments.  As you will see in the timeline below, we made our best attempt to notify ******************** again that the vehicle was not available, yet ******************** continued to attempt to purchase the vehicle online which was declined as it was not available for sale.  Additionally, as provided all transactions must be approved when conducted online.  Filling out the documents is a consumer choice for simplicity, but the process clearly states that portions would need dealer approval such as trade values, credit approvals provided by lenders, as well as final structure approval presentation by dealer for customer approval.  None of which occurred. 
  
  On 8.25.2022 at 4:40 P.M. ******* (Store Manager) responded the ******************** via message that the vehicle was no longer available, and if other options were viable.  No response was received from *********************  ******************** states he never received communications as the process stated.  However, our electronic records provide evidence that action was taken to notify *********************  Additionally, this even according to ******************* occurred AFTER he states he was in store and already told the vehicle is no longer available. 
  
  On 8.25.2022 at 5:11 P.M.  ******************** proceeds upload additional information into the platform Roadster.  However, this information was provided AFTER we have stated to ******************** the vehicle is not available for sale yet was still uploaded. 
  
  Although ******************** did indeed inquire on a vehicle online, there were additional steps not completed and possibly not understood.  In the evidence provided of the How It Works from our Roadster Platform Partner Site.  Outlined below are key steps.
  
  In Step 3 of How it Works Trade In to receive a trade offer a few steps are required as well as certain documentation such as photos.  No offer was given to ******************** as we had with good intent notified him the vehicle was not for sale. 
  
  In Step 4 of How it Works Credit & Docs the website clearly discloses the following: Well need you to complete a credit application and upload a copy of your driver's license and a valid insurance card. Even for cash buyers,we need to collect a short form (federal requirement). This will allow us to provide you with a final deal sheet based on approved credit and purchase eligibility.  This step outlines that we must obtain a credit approval for a client.  Filling out a credit application online does not constitute an approval;one was not obtained as we did not proceed as this was completed after we notified ******************** that the vehicle was not for sale.  ********************** file was never processed or run with any agency or lender. 
  
  In Step 5 of How it Works Final Review it also clearly states the following: To complete your purchase we will need you to review a final deal sheet with numbers based on your approved credit. Review and accept the final deal sheet and you're ready for your car! Due to no firm trade offer, as well as no lender approval a Final Review never occurred which is a required step as outlined.  In this step it outlines that without a deal sheet there is no deal.
  Additionally, our platform partner Roadster does provide a disclosure as inventory changes in real time as vehicles whether retail or wholesale are on a first come first serve basis.  Websites do not change in real time as inventory changes based on the frequency of changes on multiple platforms. 
  Registration & Fees include $301.00 DMV fee, $324.24 documentation fee and $25.00 electronic filing fee .
  Rate subject to approval of credit with a credit score of 790 or higher. Financing arranged through Toyota ********* Services. Monthly payment includes the $324.24 documentation fee, all taxes and fees, and any manufacturer rebates. 72 monthly payments of $16.37 per thousand borrowed. Total interest paid over 72-month term is $12,531.
  Additional taxes, registration and license fees *** apply for out of state purchasers based on their registration address. Taxes are estimates. The dealership will help determine accurate taxes prior to delivery.
  *MSRP does not include the $324.24 Documentation Fee. While Romeoville Toyota and Roadster try to make sure all information posted here is accurate, we cannot be responsible for typographical and other errors (e.g., data transmission) that *** appear on the site. If the posted price (including finance and lease payments) for a vehicle is incorrect,Romeoville Toyota and Roadster will endeavor to provide you with the correct prices as soon as we become aware of the error. In the event a vehicle is priced incorrectly, Romeoville Toyota shall have the right to refuse or cancel any orders placed for the vehicle presented with the incorrect price. In addition, vehicle prices are subject to change and all vehicles are subject to prior sale and *** not be available when you are ready to purchase.
  In closing we have successfully completed many transactions using our partner platform Roadster with the proper outlined process, and clients work with us on the details and approvals during that process.  We in best effort communicate to clients on any issues, errors, or problems before they arrive such in the case of ********************
   In resolution, we would be willing to assist ******************** in finding a vehicle.  However, the availability of vehicles is very scarce.  We do not have control over vehicle availability nor timelines on when others will show ** in our inventory.  If ******************** would like to deal with one of our senior leadership such as *************** or ************************* directly with assistance in purchasing a vehicle either would be glad to personally walk through the process, pricing when a match arrives.  We would even go against our store policy of holding vehicles and hold a match if the terms are agreed upon prior to its arrival, without a deposit as a sign of good faith.
  Respectfully,
  *************************
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Toyota is informing me I am responsible for a portion of the repairs to fix the sunroof on my Camry two weeks into the repairs however the repairs were approved by the warranty company and Toyota. I would have never dropped off my car for repairs if I had been informed I would be responsible for over $1,300. I would have kept driving my car without opening the sunroof like I had been since Toyota advised not to touch the sunroof. Toyotas total lack of communication and responsibility to inform me about these charges upfront not when car is in the middle of repairs. Heres a breakdown of events. Purchased the 2019 Camry on 2/9 from *********************** with the warranty they offered.Due to weather, tried to open sunroof for the first time on 3/17 but found out it was broken. Took to dealer immediately to close.Started working with ****** who after several f/u was reassigned to someone more senior. I didnt hear anything and upon follow up I was told the case advisor that got assigned quit Toyota and somebody else would be assigned. Got advisor *** who first scheduled repairs on 5/16 but I had to pick up car after a few days when I realized *** had not obtained approval from ***************** Total waste of time and left me without a car those days.Car was then taken back for adjuster to inspected and authorized repairs, again no rental provided. On June 20 - I received text from *** advising parts are in and repairs should be completed soon but my car was not at the shop. When I called to question text thats when he advised warranty company provided approval and we moved forward scheduling repairs.July 6 - car dropped off since repairs approved by ***************** No rental because *** said repairs would take 1.5 days. July 7 he advised it would take more time and finally provide rental on 7/8. On 7/20 *** said warranty company was not covering trim/glass and are charging me. Im scheduled to pick up car 7/29. Toyota headquarters claim ************.

  Business response

  08/08/2022

  Tell us wTo Whom It May *************************** fully researching the comments by ***************************, *****************************, General Manager of Romeoville Toyota responded as follows:

  
  The letter is in response to ID ******** regarding ***************************.  Since the complaint was filed, we were successful in resolving the issue on the vehicle.  The client has since picked up the vehicle and is satisfied with the outcome provided from Romeoville Toyota.  We had been working diligently on a resolution prior to the complaint but did run into challenges that did frustrate the client.  The Camry as noted by the client was purchased pre-owned at a different dealership.  However, they did not catch the malfunction in the moonroof and assembly during their inspections.  The vehicle was out of its 3 year/36,000 mile comprehensive warranty period.  The selling dealer sold the client a 3rd party extended service contract which does require specific steps to occur to authorize repairs and coverage as well.  When a vehicle is brought in for repairs with an extended service contract, we are not authorized to fix the vehicle at this point.  Even with a customer authorization we still must prove a failure to the service contract company, as well as verify it is a covered component and repair.  There are several steps required that can not only cause confusion but delays if not properly communicated and or completed.  One of the 1st steps we must accomplish is letting clients know that if for any reason the repair is not covered the by their service contract the client would be responsible to pay for the repair.  This typically does cause some friction with clients as when you have a service contract the mindset is that you are covered, but this is not the case in all circumstances.  Some of our team members compare it to health coverage for certain types of medical care.   Although we may have health insurance it does not mean they cover every single expense of care, and treatment.  **************** contracts work the same.  Although a great investment to protect your vehicle, not all contracts are created equally so we must due our due diligence in letting clients know they may be responsible for the repairs, as in this case the vehicle was out of its factory warranty and was specifically relying on an extended service contract.  We unfortunately did have an internal change or hands of this repair which added to the complexity and delays as notations and work in progress was not properly transferred causing additional delays that the client should not have had to of dealt with.  We did in good faith make several attempts to have the warranty company replace the entire system, but they had declined the claim stating glass and trim are not covered.  When working with factory warranty time periods the moon/sunroofs are some of the most difficult repairs, and this applied to this case with an out of factory warranty claim.  The major issue we had was with glass alignment as the track system is very precise, and a small milliliter will cause a misalignment and malfunction.  After working with our top technicians, we were able to resolve where the issue was stemming from and put a repair plan in place.  We were in the process of plan when we received this notice as well hence the fast resolution in action and the clients satisfaction as well.  We are happy that our client was happy as the writing of this response as well.  We followed up to ensure there was no issues.  The client did not pay for any repairs, and we also worked with the client on the deductible portion as a gesture of good faith and wanting to earn future opportunities to work with the client. 
  
  Sincerely,
  
  Romeoville Toyota

   

  Customer response

  08/09/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Visited Romeoville Toyota on 8/2/21 for a rotate only for 15k service. When I arrived, the service advisor informed me that my warranty can be void since I did not get an Oil Change on my 10k service. I brought it in for my 10k service ,however they did not perform the oil change or document an oil change was performed, only a rotation.....I asked for my car back since they can't be trusted. Among other unprofessional behavior by management towards me, I made a complaint with Toyota on 8/28/21, I made a follow-up call on the 1st and they said I should be getting a call that day. I called again numerous times over the following weeks and I still have not been communicated with by Toyota or the dealership as I have been promised. The case number is 210-828-000-543....I should not be strung along this long or lied to by Toyota ***************** Originally I just wanted to be acknowledged....now it is much more than that.

  Business response

  10/08/2021

  Dear BBB,

  we do apologize for the delay in answering this issue. Please see our GM, *************************, response for ******************:

  
  After looking into the complaint, we would like to apologize for the miscommunications he has received from Romeoville Toyota, and well as apologize for any miscommunications on behalf of Toyota Customer ************************************ **************** had reached out to us regarding the case, but mentioned the customer did not want engagement from the dealership and we provided feedback regarding the complaint.  We did not receive any additional feedback from Toyota at that time, and the case was then closed.  We believe a part of the confusion is there was multiple cases opened for the same issue and the duplicates may have caused some confusion for a proper resolution.  Either which way we would like to continue our efforts in a fair resolution as outlined by *****************.  Our internal documents do not show any neglect of scheduled maintenance.  We have listed a credit for 2 oil changes in our internal system.  1 by the request of ***************** and the other as a good faith effort.  We understand there has been miscommunications and the frustration ***************** has, however we are in good faith wanting to work with ***************** to assure he is satisfied as we do with all clients. 

  This should resolve the matter with ****************** and we request this matter be closed as we have offered the desired resolution.

  Thank you,

   

  Customer response

  10/11/2021

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave them my Rav 4 Prime for inspections on paint and the *** 2.0 technology. The car has a tracking system built into it called Drive Pulse. It tracks the route, and statistics related to harsh braking, harsh cornering, and harsh acceleration. I looked at the activity and I was appalled at what I saw. Their tech drove my car like an absolute maniac. I may never know what kind of damage was done to my vehicle in the possession of this dealer. In **** miles 4 Fast Accelerations, 6 harsh cornerings, and 7 harsh brakings were recorded.I reported this to Rich, the service manager. He said the employee was going to be written up. I wasn't convinced he would do anything due to the many prior negative dealings with this business.I am unconvinced something like this will not happen again. Nothing can repair the distrust they earned. I attached a screenshot of the drive data.

  Business response

  08/10/2021

  Dear BBB,

  Upon receipt of your email our service manager, ************ was contacted. HIs response follows:

  I, ************, spent quite a bit of time on the phone with ************** the evening of August 3rd, 2021. I tried to reassure him that this type of behavior is not tolerated and that I would have a discussion with the technician. I offered ************** a free oil change and tire rotation once his Toyota Care expired as part of his resolution. He seemed agreeable at that time.  

  Outside of the agreed upon resolution already offered to ************** we will not be able to offer any other assistance. 

  Thank you,

   

   

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