ComplaintsforBalise Toyota of Warwick

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a lease car and went to buy it and the finance manger and the sales manger they are saying completely different things they are trying to scam me if i had signed this contract i would've been in trouble

  Business response

  07/07/2023

  Without more information there is nothing I can do with this complaint. Please provide details on your situation and I would be happy to investigate further to assist. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a down payment down on a vehicle and canceled the transaction the same day. The business refuses to refund me my money back and continues to tell me lies about my refund.

  Business response

  06/01/2023

  **************** cancelled her payment the same day. The bank has already taken the funds back that is why there will not be a direct refund to the customer from the store. Please see attached which reflects the payment as well as the chargeback from VISA. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed $20,000 on a brand new 2021 Toyota highlander with a sunroof that is leaks every time it rains which is obviously a factory defective. I was told I can only trade it in at what it was valued at that time because I drove it off the lot already and that I also had to pay a new sales tax. I contacted Toyota and was send to the service department. They adjusted the glass, which did not fix the problem. On the second appointment they replaced it with a new glass which did not make a difference either. I brought it back and was told they needed to keep it until they could figure out a solution to the problem. On two separate occasions, sunroof specialists were sent in by Toyota. The first one was rude and unprofessional, told me that every sunroof was made to leak and weep and because its my first time owning one. He told me two drops came in from running it through a car wash which was satisfactory with Toyota policy. They could not present me the policy when asked for it. The next specialist came along with his management team who interrogated me and treated me as if I was lying. My car was given back to me with water leaking all over on the inside. They used a hose to pour water inside the sunroof to see if the plugs were blocked. But the problem is whenever it rains, water comes through the outer sealed area of the sunroof.Four repairs and still no solution to the leaking problem. I even drove up several times while it was raining asking to speak to management only to be told there is nothing more they can do.

  Business response

  08/16/2022

  Balise Toyota of Warwick attempted to repair the leak twice in the summer of 2021 using Toyota approved repair suggestions, as we generally do when presented with a manufacturing concern. Both repairs were done under the manufacturer warranty. Then in the fall of 2021, the Toyota Corporate Field Technical Specialist met with ********************* and explained the function of the sunroof drip tray/drains and that roof may allow a small amount of water to pass by seal.  He drove vehicle through 2 high pressure touchless car washes and found a single drop passed by sunroof weather seal and into sunroof drip tray. ********************* returned for another inspection but did not wish to road test or witness water testing (she stated she had a meeting to attend unrelated to vehicle service).  The Toyota Corporate technician poured water in to sunroof tray and found that the water drained appropriately.  Water tested sunroof with hose and found no water leakage outside of sunroof tray. The sunroof drip tray drained clear at time of inspection. 

  ********************* returned one more time and was offered another inspection but she declined and no repairs were attempted in late-October 2021. At this point, unfortunately, Balise Toyota of Warwick can do nothing more for this vehicle or this customer, except to help her get information from Toyota if requested. We have sent all attempted repairs and information on to Toyota as this is a manufacturing concern and not a mechanical repair concern. Toyota Motor North America has all information and will handle this concern directly with **********************  

  Customer response

  08/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [First, I want to point out that under no circumstances a brand-new vehicle should be having a leak. No amount of drop is acceptable as you stated.However, good quality sunroofs do not leak. Everyone I spoke to with the same make and model said they are not experiencing these issues I am facing with leaking. I have spoken to sunroof specialists and lawyers, and what Balise and Toyota is saying absolutely does not make any sense. The law gives four attempts to repair the issue and if not successful, Balise should have done the right thing to exchange or refunded the money. A customer should not be going through this amount of stress, worrying about electrical problems and mold.
  Running the vehicle through a car wash or having it sit with the rain constantly pouring on it will not give you the same results. They should have known that. It is not a leak tray issue; the water is coming in through the seal of the sunroof.  I have inconvenient myself on numerous occasions from my busy schedule to accommodate every appointment.I dont have to stay to watch some water pour on top of the sunroof when I have been to Balise multiple times when it was raining. Balise saw all the water pouring in through the seal and took pictures and video on those occasion. Those pictures I posted also speak for themselves.
  In October when I drove up to Balise to leave my vehicle for that appointment, Balise left me with no choice because I cannot get around if I dont have a car. I was told to take an Uber. After stating my point, Balise decided to give me a loaner to get back home and return it the next day at 11am when my vehicle wasnt going to be available to me. That is poor customer service.
  Tell me why I am still suffering after a year. Balise and Toyota knew it was a manufacturing concern, but they continued to be dishonest;attempting to repair something they could not fix. My question to you all involved is, would you like someone to take your twenty thousand dollars and sell you a product thats defective? All I can say is shame on your establishment and Toyota. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  Business response

  08/29/2022

  Balise Toyota has made all repairs attempts per instruction of manufacturer. Every attempt described in the situation was part of the diagnostics prescribed by the factory. The dealership does not engineer or design vehicles, so we can only follow repair instructions prescribed by the manufacturer. 

  On 4/10/2022, all repair orders and notes pertaining to this concern were sent to Toyota Corporate, as they should be handling this vehicle concern. This was very clearly a manufacturer concern and all concerns should be addressed to Toyota Motor North America. The *********************** Case# is 10071530. This is the reference number assigned to this case by Toyota Motor North America. There is nothing more that Balise Toyota can do in regards to the original concern.  

  Customer response

  09/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Balise Toyota, you made all the necessary attempts to repair a vehicle you knew was a factory defective. Stores have a policy where if you buy something and it is defective, you return it for another, or you refund the customer. That is clearly what should have happened from the beginning of this disaster.
  You only care about taking someones money and when there is an issue, Balise wants to now blame it on Toyota motors. You are both responsible to make sure your customer is taken care of fully. You did not enforce that 100% and that is why you have a customer suffering. It is just a shame a brand-new vehicle is leaking and an old car with a sunroof is not. It does not make any sense to me.
  For over a year I have been trying to resolve this issue without going to the legal route, but clearly it is not going to be resolved.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my a vehicle from them in October which was a nightmare but anyway. Took it in for a safety recall (breaking system) in December 2021 after almost 5 months I got a call that the part came in and the car was fixed. Picked it up the next day which was in May 2022. After driving the car for 2 days all my lights came back on and safety alarms were flashing. Seems that nothing was resolved but the gave me a receipt stating they repaired it. The receipt also stated that the removed and replaced the battery on a non Toyota used vehicle. Well first my car is a Toyota and no one told them to touch the battery. The repair tag # on my key said basement do they must have just let it sit so long the battery died. Also never detailed the car and almost gave me someone elses car when I picked up. I called her this morning and am waiting to see if her car is still acting up or not. Horrible service **** especially ***************************, always looks unhappy and kind of rude. ******** their relations manager is not Great neither. I literally had to call Toyota corporate today to get this resolved because I refuse to go to balise for anything ever again. Ive bought 5 vehicles from them in 7 years but they will never see another cent from me. Awful customer service all the way around

  Customer response

  05/21/2022

  I have not heard from the business in response to my complaint. Which I am not at all surprised.  

  Business response

  05/23/2022

  I have reached out to the store for more information. An update on what is currently wrong with the vehicle from the customer would be helpful. 

  Customer response

  05/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  2 days after picking up my vehicle for a safety recall, all my lights came on again.  I then had it checked at another Toyota dealer who said it was another issue. Which was the original reason I took it in but Balise said it was a recall.  This vehicle is not safe in my opinion! 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  06/03/2022

  **************** was notified of a recall by Toyota, Recall #**TA09 Sudden Loss of Power, Braking Assist May ************ At the time of this notice, a remedy was not available to correct this issue.
  On 12/23/**, *************** brought her vehicle to Balise Toyota of Warwick and opted to obtain a complimentary rental vehicle provided by Toyota. This vehicle was an identical replacement vehicle.
  During the next several months, *************** expressed her displeasure with the delay in Toyota providing a remedy to correct the recall issue. 
  Our Dealership explained on numerous occasions that she can return the rental vehicle and get her vehicle back at any time, to which she declined.
  On 05/09/22, the parts were available to complete the repair.  Repairs were completed, the battery was replaced, and a full detail was completed on the vehicle.  *************** picked up her vehicle at that time.
  If **************** is still not satisfied with this vehicle, Balise Toyota of Warwick would be willing to repurchase the vehicle for the original purchase price of $**486.
  
  Please let me know if you require any additional information.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid Sept. my family walked into Balise Toyota, looking for a Toyota Sienna, since I was pregnant and needed a larger vehicle. We were told none were available and moved on with our search. A week or two later, Balise reached out, asking us to give them another chance to find it. On October 2, 2021, I put $1,000 down for a Toyota Sienna that the salesperson, Derek, claimed was at "the port", waiting to be transported to whoever put a deposit on it first. The car was supposed to be in by October 20th- 26th, which was perfect since the lease for our car was up on October 25th. Asked what would happen if the car didn't come in on time and we were assured that either the lease would be extended or a loaner would be made available. The car never showed up. We were told it was held up at the port. Our lease was extended until November 25th. Was given a call shortly before Thanksgiving, asking if we were open to other colors, told him we were open to other colors. November 23rd we walk in to find out what was going on with our car, since calling only resulted in voicemails that never got returned. Was told we had to extend the lease again. November 24th our extension was denied. Went to Balise Toyota to inform them. They were able to get an extension by telling our current leasing agent that we were purchasing another vehicle through them. Receive a call last weekend informing our family that our car has arrived and we need to fill out paperwork. We detail our car and find childcare just to get there to find out they sold our car to a couple who walked in off the street. The only solution theyre willing to consider is to refund us the money, despite having prevented us the opportunity to continue our search for a new vehicle since October 2nd, with our current lease extension expiring in approximately 4 days. I am now delivering in 3 months time, after having waited 3 months for Balise, putting $1000 deposit down, to have them tell me "tough luck" I'm on my own now.

*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. ↩