ComplaintsforMotorcars Toyota

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted this company to correct a engine light problem on my car. They informed me that it can be corrected. The told me I had other problems that needed to be corrected and I agreed to have these corrected. I received a call stating my car was fixed and to retrieve it. When I retrieved the car the engine light was not fixed. I was told that I have to go to the original dealer to correct the problem. The system at this location is set up that you pay the costs of repairs and then retrieve your car. Excuses are given after payment is made. I am out $2,000 for repairs that did not correct the original problem and question if the additional concerns brought up were really necessary. I have used this dealership several times on other vehicles and up until now have received service that is unsatisfactory. I will be reporting the the consumer affairs office and the AG office.

• Initial Complaint

  01/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I financed a 2019 Kia Sorento 4/14/2022 for $30,000 with Capital One through Toyota Motorcars, the vehicle was/is supposed to have been certified that everything was checked and working properly with 2 free oil changes, the same day I signed financing the vehicle the engine light came on, before I could drive the car off the lot, I told Derick C****** who sold me the car the same day of purchase, he told me to bring the car back a to servicing, I took the car to Servicing 3 days later, I was told I had to take the car to Kia in Mentor, I informed the rep that is not my responsibility, I just purchased the car, I spoke with Derick about what I was told, then he advised me to take the car back to servicing, that they will take it to Kia then they wanted me to pay for a rental car for 5 days, which I refused, then I informed the dealership I wanted my car back that I traded in, that is when I met Roberto V***** the General Sales Manager who preceded to help which he gave me a loaner car while Servicing fixed my vehicle after 5 days, Servicing call me said the issue was fixed, I picked the vehicle up around the end of April, then 1 day later the engine light was back on car not accelerating, I took the car back I saw Roberto, who advised me he will personally see to the 2019 Sorento being fully checked and fixed, Servicing at this point had the car for almost all of May and partly June, Roberto assured me that the car was fixed he informed me that he was adding $500 toward servicing books so if something else went wrong with the vehicle, which I had to take the car back to Servicing in the middle of June to repair the breaks & the air conditioner, I was told by Roberto if the engine light comes back on, he would speak with the owners to replace the vehicle, the engine came back on and car not accelerating, I have been given the run around, when it came to speaking with Roberto, I emailed Roberto with no response, each time visiting I was told he was not there,

  Business response

  02/03/2023

  I spoke with Ms. ******.  At this time we are suggesting that she take the vehicle too Kia to have it inspected.  She did not have any problems with the engine light after it was repaired in July.  There are many reasons that a check engine light can come on.  Since it is back on now we believe Kia would be the best fit to read what is causing the light to come on.  She did purchase an extended service contract, so there is a good chance that a mechanical repair with the engine could be covered.  Kia also has a a 100,000 mile powertrain warranty.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to have my vehicle service because I was intermittently getting a Warning Light coming on while driving. I went to see Toyota Service Dept. On Saturday, January 14, 2023 at 8:45am. I explained to the Melanie, that I've been getting the Warning Light coming out intermittently while driving and thought it might be my battery. She was not knowledgeable about the Warning Light, in fact didn't know how to start my car. I have a 2008 Toyota Prius and I've been going to this Toyota Service Center since 2014 when I purchased the vehicle. I've had very good service with them until this last year. She stated a diagnostic test would have to be performed. The found not results from the test, I paid $100 for the service and left. This morning January 16, on the way to work the Warning Light came on several time, more than it had last week. I did some more research and found that this Warning Light will come on if your engine oil is low. So when I got home, not only was it low but no oil was showing on the stick. I had an oil change 10/29/22, so I'm not sure why there wasn't any oil in my car. If the service history is checked, I'm at Toyota at least twice a year, I take care of my car. I only drive about 8 miles to and from work and not much on the weekends. Now if I had not done my own research on this issue, I would be needing to buy a new car. I would like my money to be refunded and a oil change done. Hopefully there is no damage that is unseen. I did call Toyota this evening January 16 and left a message with the Service Manager to call me and I have yet to hear from anyone. This is a very frustrating for me and I want a resolution.

  Business response

  01/17/2023

  We agree with Mrs. ******.  We will refund her the money she spent and see if she is willing to have her vehicle reinspected.  Please pass along our apology and let her know our service director Steve W****** will be calling her.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022, I took my car to Motorcars Toyota in Cleveland Heights to get the AC looked at. They told me there was a part of the ac that was not working. I paid them 1200 to fix it, they told me the ac was fixed. I then drove to Michigan and the AC was still having issues. I brought it back and they told me that a 2nd part of my AC needed to be fixed, so for $800 more I paid them to fix my AC. They told me the AC was fixed and that they drove it around to test the AC. About 30 minutes of driving, I noticed the AC was not fixed. I took it to them the next day and they said there was an additional issue unrelated to the AC and that they would need to take apart the dashboard for an additional amount of money. They informed me that it was possible that they could have found this issue earlier. I refused to pay the money and told them to give me my car back am now filing a complaint. Due to the negligence and overcharging, I am demanding that my car be repaired free of charge or that I receive a full refund of the $2000. I have contacted the dealership and spoke with the manager and then spoke with Toyota. Both companies have done nothing to resolve this issue.

  Business response

  07/19/2022

  We have spoken with Mr. *******, the young man who brought in his car to our store.  We fixed one problem then after a few days they found another issue.  We fixed the second issue and then the guest came back and said his ac was not cold. On the third visit we found the ac working but, the blend door was not fully closing, causing warm air to dilute the cold air.  Unfortunately the car needs to have the whole dash removed and the heater control box replaced or possibly repaired.  This repair is very extensive in parts and labor. The service Manager Steve spoke to Mr. *******s mother and tried to explain the situation.  Sometimes problems compound and we had no way to forecast this occurrence.  Steve apologized and offered to do the job at half price.  At this point, we feel like our offer is fair for both sides.

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I made a complaint about my car in which Motocars Toyota had done services on my car and there was still an additional issue. They stated they would be able to do service for the additional issue for half the price. I would like to know what half the price would be? If a Toyota dealership would be able to provide the service for half off here in Knoxville, TN and also if it is possible to get half a refund back as the services they did were still conducted without a full diagnosis

  
  Regards,
  
  **** *******
  
  
  
  
   

  Business response

  08/01/2022

  We actually repaired the air conditioning - it works
  - we found out that the scion xd  needs a blend door or blend door repaired
  - to do this we need to remove the blower assembly which is behind the dash
  - labor quoted $1220 parts could be $2200 - we would need to take it apart
  to determine what exactly is needed to repair the car- the offer we made is
  not valid at another dealership-

  Customer response

  08/01/2022

  At this point this is unfair treatment. I live in Knoxville, TN which is 7.5 hours away. What this dealership is suggesting is that I can only have my car fixed in Cleveland Heights. For me to do that, I would need to drive 7.5 hours there and 7.5 hours back. This is atleast a 15 hour drive which is approximately over $100 in gas, then I would need to find a place to stay so that is additional funds then I would be paying upwards 1200 to 2200 for them to take my far apart. I am back in school and I do not have that kind of money. I did not even have the money to pay for the first services that were provided. This suggestion is not feasible and they know that it is not. I am willing to get half my money back or to have this offer validated at the Toyota dealership here in Knoxville but me driving up to Cleveland is non-negotiable and frankly a very ******* expectation. Attached is my acceptance letter from University of ********* to show that I am living in Knoxville. I am being more than reasonable considering that I paid $2000 for this dealership to provide services without even doing a full diagnostic on my car.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I initiated a service and repair on 5/17/22 and it has taken them one month to get topical issues with my car fixed. They didnt have parts, timeline got pushed back 3 times. This service was sub par to be nice and was a gigantic inconvenience . This has coat me extra money for car rentals and delayed by business substantially.

  Business response

  06/30/2022

  Mr. ******s car has been fixed and returned back to him.  Initially we were waiting on his insurance company, Geico to approve the additional items needed to complete the repair.  Once approved, we completed the repair with the exceptionof one final part to come in before we could return the vehicle.  Parts shortages and back orders are pretty common in our industry right now.  We apologize that Mr. ******s vehicle was not finished as quickly as he would have liked.

  Matt G***

  Motorcars Toyota

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year (2021) I decided to try to start fresh and I filed bankruptcy. At that time, I had a 2018 Dodge Journey that I got in November of 2018 new. My car note was about $539 a month. Instead of keeping my car, I decided to use the bankruptcy deal from ****** ******* of Middleburg Hts. And get into a car that was supposed to help me by being cheaper payments and a dependable car. I received a 2018 Kia Optima in May 2021. (Payments only went down to $478 a month). My first issue with the car came in December 2021. It needed a new battery. Over $400. Second issue came in January 2022 and I needed new spark plugs and an ignition coil. Over $400. Now we come to March 2022. Car began doing the same shaking when idle. Took it back and now I’m told it needs a fuel injection cylinder. Over $600. I picked the car up on a Thursday. Two days later on Saturday the car starts doing THE SAME THING. Take it back again and now I’m told the engine and oil are doing something that causes CO2 buildup and clogging the spark plugs making the cylinder misfire. The repairs were all taken to Toyota Motorcars in Cleveland Hts because they are close to my home and I have never had an issue with them before. I have taken all my cars I’ve ever had to them for any repairs needed. What I want to say in regards to the repairs, I WOULD NOT have spent $632 for the fuel injection cylinder if I knew it was not going to fix what was wrong. I do not plan to keep this car at this point. I feel I was wronged twice. First by ****** ******* for selling me a lemon. And then I was wronged by Toyota Motorcars for doing a $600 repair that they had to see wasn’t worth the fix.

  Business response

  04/05/2022

  See attached RO.  We are trying to help Mrs ****.  She just got a bad car.  Happy to discuss further if she would like.

  Customer response

  04/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  All they stated was that they are trying to help. Helping would have been to not do the $636 repair and tell me to take the car to Kia period. Don't tell me Kia needs to look at at further. The $636 repair should not have been done at all. Thank you.
  
  Regards,
  
  ****** ***** 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a car from this dealership November 18th, 2021 and never received the lender’s title for it because the dealership never sent out the paperwork. Without the title I can’t register my car and drive it. They also snuck in a service contract that was never discussed. When I took up the issue with the dealership they said it was normal and they customers driving around for 6 months without a title.

  Business response

  02/11/2022

  ***** is correct.  We will get him his title asap.  I sent him an email apologizing for the hassle, and let him know e will bring it to him.  

*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. ↩