ComplaintsforUniversity Motors, LTD

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota service procedure was contrary to best practices. The inspection routine led to a misdiagnosis and needless replacement of perfectly good components, besides loss of time. On Jan 31 morning, I with my Colleague, both engineers, began our journey from Morgantown W. Va to Dearborn MI. My Toyota Yaris developed malfunction - the car would stop running at a red signal, unusual as I had driven the day before from Toronto to Morgantown without issue. I had car towed to nearest Toyota dealership. The Service Manager suggested an inspection @ $181. We were informed us that car battery was defective, and for inspection to proceed, must be replaced. The battery was hardly a year old. The dealership did not have its own good battery for testing. Taking the word that the battery had died, we reluctantly agreed to have a new battery put in @ $200. The SM stated some buildup in the engine and the car was ready for the road rather quickly. Upon arrival in Dearborn MI, the old battery passed the ******** test (attached), as expected. The dealership needlessly sold us a battery that we did not need, and only for the purpose of inspection. Whatsmore, the car developed the same symptoms a month later, and local Detroit mechanic identified it to be a defective alternator. Not only this defect was not identified by your procedure, it led to a needless replacement of a perfectly good battery. 1. It is assumed that Toyota inspection @ $181 should have all the tools needed for the task. Why should the customer pay for the inspection tools e.g. test battery. 2. We were needlessly sold a car battery that we did not need, as our battery is still in working order. Should Toyota wishes to confirm it, we shall be pleased to drop it at any of your service centers. 3. We feel that your testing was not comprehensive, not only failed to identify the malfunction, but led us on the wrong diagnosis. Kindly comment, and pursue the matter with Toyota for us.

  Business response

  03/10/2023

  Good Afternoon BBB,
  
  Since this issue is for an out of warranty concern on a 2007 Yaris, we ask that this be transferred to ****** ** *********** who provided the original diagnosis to respond.

  Customer response

  03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota US has chosen to refer the case to its local dealer where the service was performed.
  
  Please facilitate the transfer of case to ****** ********** WV.

  Business response

  05/15/2023

  Mr. ******* Toyota Yaris was towed into our dealership on January 31 ^st, a result of the engine having shut down whilst the vehicle was being driven and which would not restart.

  The technician found the battery to be without power and in a poor state of charge and health, which can cause erroneous codes and the vehicle not to run correctly. The old battery needed to be fully charged for a full evaluation of its condition to be made, which would have taken several hours. Mr. ***** approved the installation of the new battery which, once installed, charged correctly. We returned the old battery to Mr. ***** in case it could be used in the future. There were many other codes in the system, not related to the immediate issue, but which we advised Mr. ***** should be resolved at some point.

  Once running, the engine maintained an erratic idle, for which we cleaned the throttle body and fitted a new clamp.

  When the vehicle left here it was running smoothly and much as designed. We did, however, give Mr. ***** a list of other concerns that were found, but which we felt would not further interrupt his journey.

  It is unfortunate that Mr. ***** has experienced additional problems with his car, but I feel that we carried out the best and most appropriate work at the time, and that continuing with his original battery could well have created another breakdown. Please do not hesitate to call or write should you need further information.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 31, 2021 I went into university toyota in Morgantown, WV. I wanted to buy a part for my vehicle and was asking about the return policy. The gentleman behind the desk told me that as long as I have the invoice I could return it. I felt pressured into buying it because he told me a lot of parts are on backorder due to covid. But I could return it if it wasn't needed with the invoice. So I told him to double check and he did with a woman working there also. So come around early June 2022 I called the parts department. A different gentleman told me to bring in my part with the invoice and he would take care of it. I thought all was good considering a different person and time it would be okay. I drive to morgantown and go into university motors. The woman at the desk kinda chuckled when she seen my invoice. I asked her what's wrong with it. She told me that she can't return it due to their policy. After talking with her I spoke to the manager. He basically told me that there's nothing he can do. Eventhough several employees told me the same information that I could return the part. So now they're not owning up to their several mistakes. No apology or sympathy of me wasting time out of my day to go in there. The client relations manager told me that basically what the parts manager says goes. There's nothing she can do for me. So no remedy or resolution has been met. The moral of this story is they lied to me several times. The return policy isn't posted anywhere when I was in there twice. You have to rely on what they tell you.

  Business response

  07/21/2022

  Please accept our apologies for not having responded sooner regarding this complaint.

  We do have a returns policy, and this is clearly printed on the parts invoice.

  The part in question — which was a special order - was purchased by Mr. ******* in August 2021, and he presented it for return in June 2022, some 8 months later.

  Please do not hesitate to contact me if I can be of further assistance.

  Sincerely, 

  Parts and Service Manager

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject this response university motors claims. The return policy is on the invoice only. You don't get to see it until you get an invoice copy which means you've already bought something. The special order part was not told me and it has a separate return policy. Two employees lied to me about the return policy and I had to take their word for it because you can't find it posted anywhere. I feel as I've been mislead.
  
  Regards,
  
  ******* *******

*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. ↩