ComplaintsforToyota of Manhattan

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 20/20 ************ about a month ago the dealer never disclosed the damages repaired on the quarter panel it went through their body shop never made a fax report the spoiler on the back window is cracked they don't return my calls the the Spanish guy who clams to be the. Sales manager on the sales floor very nasty. Would not transfer me to anyone else. Then hung up on me.

  Business response

  10/12/2023

  Please be advised that after investigation and review of documentation it was noted that Mr ********* purchase on 8/17/2023 was advertised for $36,869. ***************** requested a discount based on the fact that he thought the quarter panel had been damaged and repainted. Regardless of the fact that this vehicle was certified and passed a multi point inspection the dealership agreed to discount vehicle $669.00 as a good faith gesture and customer agreed to selling price.  Our call log indicates that on 8/21/2022 salesperson *************************** followed up with customer to make sure everything was ok and customer said he was happy.  Approximately 1 month later ******************* called stating spoiler damage, when he left spoiler mentioned was not cracked. The dealership has no liability to damage after vehicle is out of our possession.  Our staff is dedicated to customer satisfaction and full transparency. I apologize if ******************* was not satisfied. The dealership has no obligation to repairs or reimbursement.

  Regards

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 9, 2023 I took my Toyota Sienna for regular maintenance at 10:30 am. The Service Advisor assigned to me was *********************. He said that there was a promotion of basic maintenance for 350 dollars. An hour later he came to me and explained that the rear brake pads, shims and rotors needed to be replaced and that by 1:00 pm the car could be ready. I accepted. By 2:00 pm i went to him asking about the status of my car and **** answered that the mechanics were taking 1 hour lunch. After complaining about the delay several times, I got the car back at 3:30. The total bill was for $ ******* of which ****** went for labor and 780 for the parts. I dont accept that they needed 4 hours of labor for replacing the parts they explained in the contract. I understand they charged me the 1 hour lunch. I have been with Toyota for more than 28 yrs. Dealing with different cars And I have never seen a bill so high for just this work. This was my first visit to this locality. It was an awful experience .

  Business response

  08/15/2023

  Please be advised that ************* was charged a total of **** hours.  According to All **** labor guidelines this job technically pays a total of 6 hours, and we only charged her for **** hours.
  Here is the breakdown from the labor guidelines:
  Basic Maint. 2.2
  Front brake pads, rotors, and shims- 1.9
  Rear Brake pads, rotors, and shims- 1.9
  The vehicle came in at 10:32 and completed by 3:30, which gives her a total of 5 hours in the dealership.  One hour for lunch break. 
  Here is the breakdown of the hours she was charged.
  Basic Maintenance-$221.09 - **** Labor hours.
  Front brake pads, rotors, and shims -$337.26 **** Labor hours
  Rear brake pads, rotors, and shims $308.64 **** Labor hours
  
  Spoke with the *** and he stated he never promised the vehicle by 1Pm and when they left, there were no complaints.
  
  I understand that ************* was frustrated, the dealership followed servicing protocol in an effort to ensure the vehicle was repaired according to safety guidelines.

  Thank you in advance for understanding

  Regards

   

  
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a signed contract with a deposit to purchase a specific vehicle on 4/3/2023. The vehicle was a 2023 Toyota Sienna with a VIN # of ****************** The estimated wait time for the new vehicle was 4 - 6 weeks. After 4 weeks when I inquired of the status I was advised that a day earlier the car to someone else for $10,000 more. This is a breach of contract.

  Business response

  06/12/2023

  Please be advised that dealership did erroneously sell said vehicle to another customer. When we realized the error we offered ***************** the next available vehicle, which he declined. We have refunded deposit in full ( see attached receipt).

  We apologize for any inconvenience.

   

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  The response from the dealership is not true and disingenuous. The dealership didn't erroneously sell the vehicle, they intentionally sold it to someone that offered more money. When the dealership takes a deposit from a customer the specific car is removed from inventory. Additionally, I emailed four days earlier on April 28th, about the car, so they knew I was waiting for this car and only when I followed up with them four days later on May 2nd, they admitted selling the car a day earlier (May 1st) to someone that offered $10,000 more for the vehicle. Their claim to offer me another car was disingenuous as they would sell it to someone else again if someone else offered them more. Even after I put a deposit down the dealer offered to get me a different car earlier if I paid a little extra. When I refused he said don't worry "we'll still keep you locked for your vehicle." This dealership operates with deceitful and dishonest business practices. 
  
  
  See attached emails that I sent backing up my above response. 
  
  
  At this point the resolution would be to compensate me for the damages I incurred totaling $1,961.21.
  
  
  Sincerely,

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

  
  
  
   
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased my lease from Toyota of Manhattan in October of 2022. Its May 2023 still no title. They submitted it wrong to the *** and I recieved a title with no lien rendering that title useless. They submitted it again (feb 3rd) and I still havent recieved it. I call *** they tell me they rejected the changes due to lack of payment (there is a title change fee) and contacted Toyota of Manhattan in March to tell them so. No one from the dealership let me know this happened (even though I have been asking for updates) and *** still hasn't heard back from them. I have a car and no title. They completely ignore texts and phone calls.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle (Toyota RAV4) on 2-14-2023. I have not received the TItle or Registration for this vehicle. I contacted my local drivers services and they confirmed they have not received an pplication for title or registration from Toyota of Manhattan on my behalf for said vehicle. I have been trying for 3 weeks to get Toyota of Manhattan to address this issue. Initially I got we are looking into it and the last week has been only messages and none returned. The operator will not put me to live person.

  Business response

  04/25/2023

  Please be advised that due to the fact that we are a ******** dealer, Out of state DMV work is processed by an out side service. I've contacted the service and have been advised that ***************** paperwork should be completed within 2 weeks.  If for any reason you shouldn't receive feel free to contact ***** ******* at ************.

  Thank you for being patient

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car from the dealership in Oct 2021. The paperwork listed Owner #1 only (without Owner #2), which we made a point to correct at the dealership. The title we received named only Owner #1. We called and called to have this fixed, went to the dealership in person (in the modern age this is absurd) TWICE, were told they would submit the correction. Nothing happened. 16 MONTHS later we still do not have a title. I keep trying. The dealership only gives you 2 options: sales or service (no customer service). I selected sales (they always pick up!), was transferred to the title office, and the voicemail was full. I called again, chose sales again, and asked the receptionist to please not transfer me to a number with no one (and no voicemail box) on the other end. She told me this is all they could do, and she shamelessly transferred me again... no answer, voicemail box is full. I called yet again, and I explained to this new receptionist the situation. She suggested I come into the dealership to get help (ridiculous), tried to send me to the *** to have it corrected (this is not correct as I'd confirmed with the ***), and eventually connected me to the manager when I requested. The manager sent me screenshots identifying the error in the paperwork the dealership had submitted to the ***. The 1st person to identify and acknowledge themistake the dealership had made! He told me he'd have the appropriate person look into it on Monday and let me know I could reach him on his cell. The next week I texted and texted and called and called (no voicemail box to leave a message) to confirm the correction had been submitted to the ***. I left messages with the main number... It's been over 2 weeks, and I have not heard a peep from him or anyone else. There is no way to reach anyone at this dealership - voicemails are full, nobody follows up even though they promise they will,and we've been passed around again and again. We are out of options.We need our car title.

  Business response

  03/12/2023

  I am looking into this complaint. but can you give me the name of the manager you texted or spoke with 2 weeks ago.

  Thanks 

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

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I executed the sales contract for a Certified Pre-Owned 2018 LE RAV4 on Jan 7, 2023 with a cash deposit of $500, and the remaining balance would be paid when the car is ready for pick up (the sales agent agreed that the car required some repairs at the time of sale). I called the dealer several times to find out when the car would be available for pick up, and the sales agent consistently responded that the car was still under repair and would be ready soon. On Jan 20, 2023, the Sales Manager *********************** told me over the phone that the dealer had sold the car to another customer on Jan. 17, 2023, although he would refund me the deposit via a check through mail (or I can pick it up). I left several messages to ***** pertaining to the status of the refund on Jan. 23, 2023, but received no response from him as of this compliant date regarding the refund status.

  Business response

  02/15/2023

  Please be advised that *********** request refind, which was processed and check was cashed on 02/08/2023. see attached copy.  Thank you for your time regarding this matter

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a seatbelt on October 4 2022 i was told it would arrive the next day turns out the next day i go to pick up my seatbelt they told its backed order to a month from October 4 so I waited till next month again i go to parts department at toyota and they told me that is a hazard material item and that it was delayed for another month i go back in December same Thing this time they gave me the parts number avise me to cancel my order and see if i can find it i said no so I contacted Toyota corporate which I filed a complaint they gave me a case number ************ u was told i would Get a call back in 24 hours Toyota assemble a team for back order parts cool i wait no callback i called back they told me it takes 3 to 5 business days still no callback after the fifth day I requested to speak to a supervisor again they said in one business day im going on 2 weeks and no callbacks and *** spoken to *****, ******,******,****** AND IM WAITING STILL FOR MS ******* THE SUPERVISOR i advise them that i had an inspection which im failing tomorrow due to that seatbelt corporate needs to do better safety is first. And the team you guys assembled is a disaster

  Customer response

  01/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter (*******) purchased a car from this company in June of 2022. There were a lot of issues, which eventually were solved, but it also involved not getting calls back in a timely basis as part of the issue. Part of the sale, was that she was was supposed to get All-Weather Mats . She was given a receipt, which I can forward to you. ( Cannot be attached below) It is now December, (and the winter) and no all weather maps . I have called for many days, and the manager/sales person, and GM nor any manager gave me the courtesy of calling me back. The receptionist probably knows me by now. All I want at this point, are for the mats to be delivered immediately, (over-night) and an apology. I don't think that is unfair. If this goes on further, I will address appropriate compensation . I want you also to know that I was told the sales person spoke to my daughter 2 days ago. That was untrue . The sales person also did not call me back. For mats, why is it necessary for me to write to the BBB. Why is it necessary for a salesperson to make up a phone call that clearly I would check on. Please respond ASAP

  Business response

  12/28/2022

  Please be advised that we have reviewed vehicle purchase documents and we don't see any weather mats owed. Please send paperwork which indicated such items are due from Dealership. ( see attached we owe document)

  Regards

  Customer response

  12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The answer to my complaint makes no sense, as the general manager called me, acknowledged that the mats were owed and hand delivered them to my home. (Ps I do have a document clearly showing mats were owed)

  Whoever answered the complaint should check with the appropriate personnel at the dealership 

  Sine I received the mats and a sincere apology, I consider this matter closed 

  Thanks 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/11/2023

  Please close case as the customer is satisfied and received mats.

  Thank You

   

  "Sine I received the mats and a sincere apology, I consider this matter closed "

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been coming here for over 20 years.The last visit was a disaster. They are in a new location. you have to drive up a slippery narrow ramp. It is a complete hazard. it has ceramic tiles the car slips and slides and you have to drive up 4 flights. This is an accident waiting to happen.i go to the service advisor ****** and say I have a warrantee on my battery. he tells me that is impossible. i had to call,up Toyota corporate and I did have a warrantee on my battery. Then the tell me my front arm control needs replacing $1700. I got other quotes for $800. are they kidding?plus if drive to any other Toyota outside the city the price will be much less i hate to write this review because ****** who works there is Great. They Because of the problems Toyota offers to pickup the car and look at it again.After I pick it up they give it back to me with my glove compartment detached and a piece on the floor.they don't even assemble it right. All the stuff from the glove compartment is thrown all over the floor They failed to look at my wipers properly, they dismantled my glove compartment and did not put it back together. They told me I did not have a battery warrantee when I do. They promised to pickup the car and they were going to take care of it and they did nothing this place is a complete mess I would highly recommend passing on this experience

  Business response

  12/21/2022

  
  ******************* came in on Dec7th RO#******- She requested we check her battery which was completed along with a courtesy multipoint inspection.  We made a list of recommendations of work that needed to be performed on her **** vehicle which she declines everything but wiper inserts.  We replaced her wiper inserts and she left the dealership.  Apparently she was unhappy with the Service Advisor and Dealership because she started complaining via social media rants.
  
  We called her to try and correct any issues.  Her concern was the battery, so we went and picked up the vehicle on 12/12 RO#****** and explained the battery is fine however once again the vehicle needs other repairs which she declined on 12/7. 
  She came in herself to pick up the vehicle and we drove the vehicle out to the street for her because she was afraid of driving down the  dealership helix. We are uncertain what type of credit ******************* is looking for. At this time we feel that no credit is due.

  Thank you for allowing us the possibility to respond

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