ComplaintsforFoothills Toyota

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The consumer disrespect we recieved from this dealer was outrageous. We were up-sold a vehicle that was faulty, and an extended warranty that was absolutly useless.Owning this vehicle for less than a year and driving only 6k miles, it was disheartning to be quoted $7,000 in repairs needed by their service department. Not only would they not honor the Cadilac warranty they up-sold us for a windshield wiper fluid bottle, they would not warranty over half of the repairs we were told needed to be done ASAP.When their service department informed us that the warranty we purchased was useless, we instanty discussed this with their warranty department. We were then told by Foothills warranty department, that they might be able to sneak some repairs past the warranty holder, but if any inspections were needed by the warranty holder, they would not cover anything. When these issues were raised with the Sales Manager, we were met with aggressive, disrespectful, dismissive, deceptive rhetoric, basically saying too bad for us. The only positive interaction with this guy was him admitting that our vehicle was never properly inspected, and we were being up-sold by them again.We offered to give the car back, for a major loss to us. They would not take the car back, but would have to buy the car back from us. We escalated to upper-management, but were told that our asking price was unreasonable because, why would they buy this car back now knowing all the repairs it needs. After more discussion about how badly we were taken advantage of, the owner then gave an outrageously offensive offer to buy it back, leaving us out thousands of dollars, time, inconvenience for a car we have had for less than a year with more out of pocket repair costs than actual miles driven. A hard no given what weve gone thru, and a crappy start to our new year.The maintenance issues have continued, and we are out 10s of thousands of dollars.

  Business response

  02/13/2024

  To whom it may concern, Foothills Toyota sold an "as is" used other make vehicle that had extensive aftermarket accessories and modifications done to it by the previous owner.  Warranties (which was refunded) do not explicitly state that aftermarket items or issues derived from aftermarket items are covered.  The value of repairs to the fix items the customer requested was also from another OEM shop since Foothills does not work on those types of vehicles typically.  This was also months after the vehicle was sold and the offers of buying back the vehicle occurred almost 1 year after the sale of the vehicle and in a market where used vehicle prices fluctuated dramatically due to market conditions.  Foothills apologizes for how the used vehicle performed after the fact, but dealerships can't control when and if used vehicles developed issues after sale.  There were good faith efforts made to get the customers in a different vehicle but there was no vehicle that the customer desired to purchase in the time frame they had requested.  As per the issues of the maintenance problem continuing, that would be in conflict with a ****** Review for an aftermarket shop that is stated "to have saved them thousands of dollars and has fixed the issues" right after their bad ****** review for Foothills. 

  Customer response

  02/13/2024

   
  Complaint: 21240877
  
  I am rejecting this response because:

  1. Foothills sold us an extended warranty knowing that they wouldnt cover it. Their response acknowledged this. We werent told this, we were sold this. 

  2. When we tried to use the warranty, they didnt honor it. I received a partial refund from ****, not Foothills - because **** acknowledged that Foothills should not have sold us the extended warranty to begin with.

  3. The 1st repair price quote came from the **** dealer that they do business with, and Foothills quickly threw them under the bus claiming they were trying to upsell us. The 2nd quote came from Foothills directly, and the bill quickly went from $3k to $7k with all the extras they found wrong. Yes, the care is less than a year old, but how convenient did Foothills fail to mention that the car had less than 6k miles in the year.
  

  4. The Five Star Review is for a shop that treated us with respect, and is STILL working with a vehicle that FOOTHILLS sold that requires extensive work. Still saving us thousands! They are open, honest and respectful - and well deserving of that five star, just as Foothills deserves, and continues to show zero star service.

  The vehicle, which was clearly NOT inspected, had a faulty lift kit - which weve now determined is the root cause of the ongoing faulty axels. The vehicle now requires the lift to be removed completely, new springs - etc. after the axels were repaired twice!

  5. Foothills clearly didnt inspect this vehicle, or the history of my make/model with a lift kit. They even admitted this after. Had they did their due diligence, we would not be here. We trusted Foothills, which is why handing over a $20,000 check was easy. They let us down and continue to not take responsibility. I have an incredible following in my community, and online - and my experience will continue to be shared.

  6. The fact that Foothills has followed my review, and have not reached out to me to resolve after the low buy-back offer is heartbreaking. Yes, they offered a few low end vehicles that werent nearly comparable to what I purchased. Foothills even tried to sell me a older vehicle (same make), with more miles, NO MODIFICATIONS, which they valued for $13k, but were trying to sell it to me for $20k. I have the emails, and screen saves to prove it!! So thanks, but no thanks!  
  

  7. Shame on Foothills for trying to pretend that you have been helpful. This truly shows me, and our small community that they truly do not care and is the ultimate punctuation of their inability to service the customer. My zero star review, and others that have been posted are warranted.

  8. I wish Foothills treated me now, the way they treated me when I was writing my check. Im utterly disappointed, and theyve lost a customer for life.

  Sincerely,
  
  **** Phthalo

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesman representing Foothills Toyota (*********************) assured me the vehicle I purchased had been thoroughly inspected "164 point inspection" and approved as a Toyota certified used vehicle, with "full synthetic oil change every ****** miles" (****** + ****** = approximately ******) at any Toyota dealership, but the agreement sent later said every **** miles (****** + ****** = approximately ******) , so I took it to the local (to my mothers house in *****, **) official Toyota dealership (***************************** Toyota, *********************************************) they informed me they could only honor the agreement ONE TIME (not clear why) and that the engine oil had not even been replaced at resale by Foothills Toyota but last oil change was at ****** plus meaning it was more than a full oil change overdue

  Business response

  01/24/2023

  Hi ****, 

   

  Thank you for speaking with us on the phone today and we apologize for the misunderstanding with the complimentary maintenance program.  We hope that our conclusions will work for you and please be in contact when you are back in the area.  

   

  Regards, 

   

  Foothills Toyota

• Initial Complaint

  04/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for hourly labor that was not performed. My vehicle services were completed in 4 hours. I was charged for 14 hours. The labor rate for Toyota foothills is $155/h. I was charged $2206.50 for labor. 2206.50/155=14.23 4X155h=620 please adress this unjustice. thank you,*********************************

  Business response

  05/03/2022

  Hello, 

   

  We have reviewed your complaint and have found that the stated labor time for an average technician to complete the discussed jobs was 14 hours per Alldata.  Flat rate jobs are priced at the cost that it takes to do the job and that is derived from stated labor time guides.  If a technician completes a job sooner then the stated times, then we can sell more time in the 8 hour day and there for a technician can earn 14 hours for example in a 8 hour day.  This is the industry wide flat rate standard practice. 

  Customer response

  05/03/2022

   
  Complaint: 17128081
  
  I am rejecting this response because:

  you performed 4hours of work but charged for 15. Regardless of flat rates this is a unexcaptale business practice. Charge your customers for the work performed. 
  
  Sincerely,
  
  *********************************

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