ComplaintsforStevinson Toyota East

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 30 December 2023, I purchased a car from Stevinson East Toyota. The car was advertised as brand new, and I agreed to purchase it on this basis. We purchased the car in the evening and understood it would have no damage or defects, as it was advertised as new.Within approximately 48 hours of purchasing the vehicle, we identified that there was no plastic covering the control screen and it was in fact severely scratched which was only visible in sunlight. We promptly took photographs of this and sought to the sales agent, ***********************************. He did not return our call. We then texted the photographs of the damage to *** at ****pm on 3 January. On 8 January I contacted *** to follow up on the issue. *** was incredibly rude, stated that there was no way of knowing how caused the damage and they were not going to do anything about it. I then enquired about the all weather trunk mat he committed to provide with our vehicle, which was part of the terms agreed. He refused to provide this. I subsequently spoke with ***************************************. He also refused to do anything about the fact we had been sold a damaged car that does not accord with the terms agreed. *** then proceeded to allege that we were responsible for the damage, and he believed an animal caused it. This is not a logical explanation; secondly we do not have an animal and have never had an animal in the car in the very short period we have had possession of it; and thirdly the marks are in no way consistent with animal markings. Given this outlandish accusation, I offered to bring the vehicle in so Toyota would inspect the car and verify that the damage was not caused by an animal and an animal has never been in the car. He declined this, and again refused to do anything about the situation.I also followed up on the all weather mats. *** advised they would not be providing those as it was only oral and not written, and a oral agreement/contract is not valid, which is simply not correct.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a used ***** from this dealership in 2022. We were persuaded to buy a service/maintenance plan. We dont live in ******, but they reassured ** that the plan would be recognized by any ***** dealership in *******.Our local ***** dealership does not recognize the service/maintenance plan. We have attempted to contact ********* on multiple occasions to either obtain more information that will enable us to use the plan or to obtain a refund. Phone calls and emails have gone unreturned, and a discussion with a chatbot has led nowhere.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sold our 2010 Toyota Prius to ********* Toyota on Aug 7. It was towed to ********* after the catalytic converter was stolen from it while parked at **********************. It was agreed that a check would be sent to us in the next few days for the purchase price. However we're yet to receive a check and it's now Aug 30. I've exchanged multiple emails and was assure on different occasions that the check was in the mail. But still no check has arrived.

  Business response

  10/18/2023

  We handled this customer awhile back. We got him his check and he is happy. We had the wrong address, but we fixed it and mailed it out. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a new 2023 Highlander on 12/24/2023. At end of sale, sales rep let me know there would be 1 key FOB due to a computer chip shortage, and the new key FOB should arrive in 3 weeks. I left voice messages x 2 at the main number for a manager to call back. No response. At that point I contacted the Toyota **************** center on 3 occasions, who referred me back to the ********** has been 6+ months at this point and no key FOB as promised. I have a family of four and have ONE key FOB and it seems like this will be indefinite. If I lost or broke my single key I would have an u usable car.

  Business response

  09/27/2023

  We will take care of this customer. I will reach out and get the extra key taken care of.

  Business response

  09/28/2023

  I got it figured out!! The name is misspelled. It's Bos. I left a message. I've ordered the key for him as well. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order through the Toyota Website and waited for it to arrive. After a few days, we received an email that the order was cancelled because they normally don't get orders from women and suspected it would be fraud. Then, they tried to backtrack that it was other fraud concerns which our Financial Institution assured ** there were none and that the business we are dealing with *** be using the premise of fraud to try to phish for personal details in order to attempt to defraud ** themselves.

  Business response

  06/12/2023

  I don't see that we received an order from this customer, we also take orders from anyone and everyone, this seems to be a suspect review. I have reached out to the guest to try to understand and or resolve the complaint with no success. when we take an order we take no deposit and just an agreement 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2019 Toyota Rav4 serviced at ********* Toyota, 444 South Havana St, ****** **, *****. Tuesday Mar 28. I picked up my car at 6pm. I parked it in my garage. The next morning at 6am whole driving I noticed the tire pressure signal was lit up. I had my daughter take the car to discount tires to have them fill the tire with air. They told her the interior wall on the tire is bad and that I need a new tire altogether. They said if they put air in the tire it would be a blow ***************** daughter took pictures to show me that the tire on my car didn't match. These people put a damaged tire on my car and not my tire. Three of the tires matched but this third one didn't match at all. It was clear that the tire placed on my car definitely wasn't my tire. But ***** didn't want to own up to it. I spoke with **** over the phone.I told him that I wanted to be made whole, so that I can have my car serviced correctly at Mountain States Toyota, but **** refused. My daughter requested a supervisor. My daughter spoke with the supervisor. The supervisor who agreed that the tire was bad. Because my tires are still under warranty, he said they will replace the bad tire. They found a loop-hole to work with due to my being a responsible car owner. If my tires hadn't been purchased through Mountain States Toyota in 2022, They would have left me hanging. I would have had no recourse. Further ***** told me the service would cost $600. When I returned to pick up my car he apologized and told me the charges were $689 with the courtesy of a 10% discount. Otherwise it would have cost $759. ***** never called me to get approval for doing whatever extra they claimed to have done. The problem is, they replaced only one tire. I've been told that if you don't have matching tires on each opposite axcel, it will throw your alinement off. This entire situation has me worried that what they claim to have done may not have been completed at all. Grove Toyota East didn't even have the decency to relate to how dangerous of a situation they put me in. They put my life and anyone driving my car life at risk. That defective tire could have blown. I am a highway driver, If my daughter had just put air in the tire herself, instead of taking the cat to discount tire, like I told her to. I may have lost my daughter. An accident could have taken the lives of others as well.

  Business response

  04/17/2023

  We performed a 30k mile service on the customers vehicle. She had a tire go flat due to a puncter after she picked the vehicle up. It was driven while the tire was flat and that damaged the sidewall causing the tire to need to be replaced. We replaced the tire under her road hazard warranty at no cost to the customer. The tire that is on this vehicle has a different side wall design on each side of the tire kind of like white or back walls. The daughter who I spoke with thought we had replaced a couple tires with "bad" tires because the side walls didn't match so I showed her the difference and explained that before the road hazard claim we didn't replace any of her other tires. The daughter was happy after the tire was replaced and seemed fine. 
  
  

  Customer response

  04/17/2023

   
  Complaint: 19871864
  
  I am rejecting this response because: The dealership isn't being honest. My daughter wasn't pleased,  she was kind to the supervisor. What else was she supposed to do? Of course I drove my car home after service. Of course I drove it the next morning, believing my car to have been professionally serviced. That light for tire pressure came on while in route. I would never purposely drive on a flat tire. I take very good care of my car. Of course they replaced the tire for free, it was under warranty. This dealership made a mistake, that tire wasn't mine. I have text messages from my daughter proving that she was always only concerned about the tire which was replaced. The other tires weren't in question. I don't understand the dishonesty. My car now makes a noice when I shift into drive from reverse. It never did that before. The funny burnt rubber smell has gone away. I'd like to have my car re-serviced by a trusted dealership as stated prior. Or a refund for the service paid for. So I can re-invest those funds to Mountain States Toyota.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the week of 10/17/22 I called to make an appointment at ********* Toyota East in **********. I made an appointment for 10/25/22 for 11:30a and was told I can drop the car off on 10/22/22 but they will not work on the car until 10/25/22. On 10/24/22 I got a call from Ta at ********* Toyota and he ask was I still on the premises. I told him I drop the car off on the previous Saturday. We discuss the car; I told him there were several lights on the car that needed to be addressed. I ask how much it will be to do a diagnostics and he said $169.00. I told ** to check the car but do not fix it until he tells what is wrong with it and how much it will cost. He call me back and said that Ignition Coil will need to be replace at $229.50 and the Timing Cover will need to be fixed at $4068. I told ** to just fix the Ignition Coil and I will work on the Timing Cover later. I repeated to him just make sure that I am just paying for the Diagnostics and the Ignition Coil and ** said yes. He call me back to let me know that they are working on the car and waiting for some parts and will let me know when the car was ready. The car was ready on 10/27/22 and again I repeated the price to him and he said, also the oil change. I said I did not mention changing the oil and in fact it was not due for an oil change and finally after going back and forth Ta remove it from my bill. When I went to pay and pick up the car, the mechanics left everything from the middle glove compartment all over the seat, there was a panel detached from my car lying on the floor and when I got home I notice the Fob from Self Starter was missing from my key chain. I phone the manager ***** and he told me to bring the car back on 10/28/22. When I did ***** attached the panel and told me he will give me 3 oil changes and 3-wheel alignments for my troubles. ***** said he will look up the manufacture to replace the missing Fob. I called ***** the next week and he said he could not find it but will check one more place but NEVER called me back. I called ******************* a few days later left a message with No response. I called back a day later and left a message and ***** Finally called me back and said he would look in to replacing the Self Starter with a new one. I NEVER heard back from *****. ********* Toyota and ***** treated me and my car like garbage; you go in and pay for good service and get discarded.

  Business response

  02/15/2023

  We would be more then happy to accomodate this customer and make sure they have there oil changes etc... if this has not been resolved please contact GM  ************

  Customer response

  02/15/2023

   
  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.  Toyota gave me documentation for a couple of free future oil changes and gave me a new starter for my car. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2012 Jeep Liberty in June 2020. I was to pay $6500 plus tax on it. When I received the paperwork from the bank it said the loan was close to $11,000. I contacted Stevinson Toyota East and they admitted they tacked on a $3000 warranty without my authorization. The finance manager stated he would give me a 3-year warranty on it-did this all by phone. It is now 2022 and I went to take my jeep to the Jeep dealership and I told them I had a warranty. They called Toyota who said it was expired. I went in to ********* Toyota and was told they would get back with me. A finance manager by the name of ******* Refuls told me I needed to talk to an Alex ***** who makes those decisions. I called at least seven times and they refused to call me or *************. I was even routed to service rather than financing department. They did not honor what they said they would do.

  Business response

  06/16/2022

  ********,

  
  Thank you for reaching out to us and I apologize for the lack of communication. We have reviewed everything and although we dont have anything in writing as it relates to the discussed items, we will accommodate you and the warranty terms you stated below and ********************* will be reaching out to you and get that squared away.

  
  As it relates to the repair items you sent over that you currently have, none of those would be covered under the warranty if it was in effect, some of which are preventative maintenance items and some of which arent covered under the best coverage we provided you based on the year and miles of the vehicle. These are considered cost of ownership expenses.  Please reach out to me if you have any questions at ************.

  Sincerely,

  ***********************, General Manager

*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. ↩