ComplaintsforLombard Toyota Scion Inc

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/28/24 a visiting family member took my mothers 17-year old Toyota Avalon to Lombard Toyota because of a loud noise that sounded like a bad muffler. This member sat for two hours while the service **** ran a "diagnostic" This "diagnostic" cost $185.00. They stated the entire undercarriage of her car was rusted and would need to be completely replaced for a cost of $4856.93. The service **** would not allow my family member to view the said rust saying it was against insurance policies. This family member refused to pay this amount for a 17-year old car and stated he was going to get a 2nd opinion. On 10/29 he took the car to ****************** Experts in ******* IL where he was informed there was no rust and the problem was a loose coupling. He even allowed family member to view the under carriage to show there was no rust. Total to repair $184.23. My mother will be 100 years old this month. Lombard Toyota knows who she is as they always tell us, "Oh, we know your mother and this car." I feel they were trying to take advantage of an elderly individual. I attempted to contact the Maintenance Mgr, **** ****** to discuss this on three occasions and he never returned my call. I would like the $185 diagnostic fee refunded to my mother - ******** *****, **************** Lombard IL *****. All supporting documents are available upon request.

  Business response

  11/18/2024

  We are very sorry that there was some kind of miscommunication, when we spoke with the tech he assures us that the vehicle is as stated,  Unfortunately he did not take pictures, we are concerned about the safety of this vehicle.  We would like to welcome the customer and a concerned family member to come back to the dealership free of charge so that we are able to show what our tech was discussing.  However we will refund the $185.00 dollars to the client,

  Thank you very much for making us aware of the situation.

  Customer response

  11/20/2024

   
  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.  Please send refund to Mrs. ******** *****, **************** Lombard IL  60148
  
  Sincerely,
  
  ********* A *******

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Toyota Grand Highlander VIN: *****************. At the time of purchase on 7/3/23 my bill of sale included two (2) electronic keys with the vehicle. At the time , the dealer said the official stance of Toyota *** was that only one key could be issued at that time of sale and the second one, which is on contract, was coming within 8 weeks. It has not been 9 MONTHS. we have called, complained, been reasonable, and inquired with others. New Grand Highlander buyers are getting 2 sets of keys. The overall experience shows how poorly Toyota is handling customer service on this matter.

  Business response

  04/10/2024

  *************** to the above mentioned complaint for ***********************.  Yes the purchase was made on 7-3-23, and the vehicle came with one key from Toyota; we also gave a copy of a letter to the customer from ********************** Motor ********************** stating that due to the chip restraints every new vehicle purchase will come with one key and Toyota Motor Sales will send notice to the customer directly alerting them that the extra key is now available and to contact the service appointment to bring the vehicle in and have the key programmed.  There was also a sticker on the vehicle explaining this to the customer, when receiving this I did take the time to check with Toyota to see if the second key is available, it is not.

  This situation not only effects the customer but it is having the customer angry with the dealer.  We apologize however it is out of our hands, but rest assured Toyota will make the customer whole with the second key.  If you would like you have the option of reaching out to Toyota direct at ************.

  Sincerely,

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

  General Manager

  Customer response

  04/11/2024

   
  Complaint: 21533301
  
  I am rejecting this response because:

   

  I am aware of what was on the sticker, and what was told to me in person, as well as the letter that was provided to me. The statements I recieved verbally, in person, was that this would be 2-3 months. I also have confirmed with new Grand Highlander buyers that they are recieving 2 keys with their vehicle. At this point - 9 months later - it would only make sense to use one of the newly issued keys and send to a customer waiting for 9 months. 

   

  It is the role of the DEALERSHIP to advocate for clients, not to simply pass off the buck . You are a franchisee or authorized dealership for Toyota National. It is simply lazy to say "go ahead and call them yourself". I have - 5 times. I chose to do business with you in July 2023 due to the verbal statements that were made. This car is expensive, to say the least. I expect far more, and I do not accept your attempt at resolution at this time. I would like verbal outreach with cc'ed emails to Toyota national including me, from your dealership- at the minimum. Further advocacy for your customers will go a long way. My business and network of physicians certainly is actively hearing about every step of this process.
  
  Sincerely,
  
  **************************************

  Business response

  04/22/2024

  **************,

  I did contact our Toyota rep to ask if there was anything additional that I could try to do on your behalf the answer is the same.  The 2024 Grand Highlanders are still coming with one key not 2, there are 1200 Toyota dealers in ***************** and every dealer and customer are going through the same key issues.

  Toyota does not a known timeline, the new Siennas, Tundras, Sequoia and Grand Highlanders are still being delivered to the dealers with one key each.  I don't know what else I can do, and I am sorry but it is out of our control.

  Rest assured Toyota will follow through and supply you with the 2nd key, they will contact you direct not the dealer.

  Sincerely,

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

  General Manager/CFO

  Lombard Toyota

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I turned in my vehicle to the dealership I leased it from on the lease maturity date, January 18, ****. THe lease was through US Bank. After two hours, the financial representative at Toyota as well as the US Bank representative at the Lombard location could not figure out how to close the lease. I had to leave due to medical reasons and they had me sign two papers to evidence the close of my lease. Neither were dated, nor had the mileage. I have since called Toyota's financial department and they said they uploaded documents to US Bank dating back to the week of January 22nd. However after calling US Bank multiple times, waiting over a week and a half, and finally going onsite to a US Bank branch, they still have no documents and shows the lease pending on their end. Since then, the Toyota finance department refuse to pick up my calls and will not return voicemails. I need them to take action on their end in order to end my lease. US Bank has no evidence that they have the car, therefore cannot terminate my lease. As a result, I continue to get charged for a car I do not have due to Toyota's refusal to upload the required paperwork to US Bank. I will be taking legal action if this is not resolved in a few days.

  Business response

  02/06/2024

  January 18, ****, *************** came in to turn her US Bank Lease. We had some difficulties closing her lease out due to US Bank changing their way of doing lease returns that started on January 1st, ****. We were unable to do it right away and called the US representative for dealers to come to our store to help us out. However, ******* couldn't figure it out himself because we needed to get an auction access first to complete the lease turn in. Once we gained the auction access and got on US Banks portal we decided to purchase the vehicle saved *************** $395.00 for the disposition fee. There is no excuse that *************** (Finance Manager) did not contact *************** and we'll be addressed by management. From the date that this complaint was generated until now, we did have our US Bank reached out to **************** and assured her that everything is taken care of .

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Today I went to Lombard Toyota to purchase a vehicle I discovered on the internet. When I arrived salesman **** and Manager ******** were very friendly. They said they would take care of me and give me a good deal. Me being self sufficient I looked up my cars value on kbb and priced similar/********** for sale nearby. I also priced the exact car they were selling at nearby dealerships. Armed with that information I was able to negotiate a trade in price as well as a buying price with my salesman ****. I negotiated a monthly note price with the manager ********. I instructed them and they agreed not to run my credit more than once by them before they sent it to the bank unless they agreed to my terms. **** wrote the numbers agreed upon on a piece of paper, wrote a line with an X next to it and had me sign. When I had been waiting and told things were all set I was told the extended insurance would be **** and the *** insurance would be 895 which would bring my monthly note to over $800 for 84 months!! I WAS NOT going for that. I asked for a lower rate on both insurance and said I would pay it separately to keep my note at the agreed $700. I requested to see the numbers in writing and when he brought the paperwork he had charged me the FULL amount listed on the internet and not what **** had agreed to. Those 2 were in close contact with each other and kept going into an office together. When I called them out for lying and wasting my time the manager ******** said he never agreed to that price and the salesman **** said that's why he walked away because he knew he would do that. It was VERY DISHONEST AND MISLEADING!! I located three identical cars with similar miles and lower pricing that was not far from Lombard Toyota and I threatened to buy from the other dealerships and leave but they told me they would lower their price to accommodate me only to draw the paperwork up with the higher ****** price but matching the agreed upon note. VERY SHADY PEOPLE!!!

  Business response

  12/19/2023

  My name is *********************,

  I am the floor manager at Lombard Toyota.  This customer came in asking about the price on the *** that she saw online, the salesperson **** showed her the vehicle and the options and how they all work.  After the test drive she expressed interest in the vehicle and asked **** if that was the best price, he replied that the internet price is always our lowest price.  When she was deciding to leave, I intervened as the manager to see how we could put the deal together for her as I could tell that she liked the car.  I explained that the price was firm but maybe I could assist in achieving a monthly payment for her.

  She was receptive to that so we proceeded with a credit application so that the bank of Toyota Financial could give us the term and rate that she qualified for.  When we received the information back from the bank, we supplied her with her payment options.  She was happy with the payments, the extended warranty was expensive because it is a *** and labor and parts, the gap is 895.00.

  However the confusion came in when she thought we were discounting the vehicle, and as we said it was already auction priced.  She became upset, yelling and cursing in the showroom, then walked to the other sales manager office and was yelling and screaming at him.  She continued this behavior until she left the showroom, we are truly sorry for the misunderstanding.  She thought we accepted her extremely low offer, and we were at the same price that she saw on the internet.

  Thank you.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Vehicle from lombard toyota I put down five hundred dollars They called me two weeks later and said the deal fell through and I had to return the car After returning the car I did not receive my down payment back

  Business response

  10/19/2023

  When a customer takes a vehicle home the same day, usually we receive an approval from the lender immediately.  But there are cases when the lenders are not open or available so we have every customer sign a finance application rider that states if you have supplied us with any bad, inaccurate or fraudulent information you may be required to return the vehicle. Upon returning the vehicle we will refund your deposit minus .40 cents per mile that was put on the vehicle along with ***** per day.

  The income that they supplied in order to secure the loan was not true.  They had the car for 2 weeks and put **** miles on the vehicle.  His deposit was $500.00, which does not cover the costs however we have not yet decided to pursue the balance of money owed. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 31, 2023 I bought a used Corolla Hatchback with ****** miles on it for $26,492 and put down $3000 on the car. I'm a salesman with accounts around ******* and my mechanic had told me that day that my car should no longer be driven on the highway...so I was in a hurry. Two weeks later I took the car back and asked to buy a new Corolla instead. The salesman said sure but we won't have any new Corollas for 3-4 weeks. We'll call you. When the new Corolla came in, THEN they told me they'd only allow $18,000 on trade for the car whose price 6 weeks earlier was $26,492. I had put **** miles on the car. In my mind I thought maybe they would charge me $1-2000 for the use of the car for 6 weeks. It never occurred to me that they'd offer $18,000 as a trade-in value. They did come up to $20,000 when I protested but they also already had $3000 of my money. So I think they only gave me $17,000 in trade in....plus I'd already made one car payment on Sept. 12 in the amount of $475.16. I simply feel that this resolution was unfair. To in effect charge me $9000 for the use of a car for 6 weeks....that is nearly 14% of my annual base salary.

  Business response

  10/12/2023

  There was nothing wrong with the first Corolla that he purchased, we did refund his money once then he said wait lets talk about it again.  He agreed to all the numbers and took the the vehicle home happy.

  The payment that he made, he received a lesser payoff which included that payment.  The market changes everyday, the auto industry is very unsteady due to inventory restraints and interest rates.

  ****************** texted the salesperson (***********************) thanking him for making the deal. 

  Customer response

  10/14/2023

   
  Complaint: 20655272
  
      I am rejecting this response because:  All 3 statements made by the dealer are false.   What is fair about offering  $20,000 trade in on a car whose price was $26,000  6 weeks earlier ?    Plus the dealer has never returned the $3000 down payment that I made on the first car, which makes the trade in allowed only $17,000.

      *********************** is just a slickster.   He never told me the trade in would be  $17,000 even though I asked when I returned on Aug. 18, two weeks after taking the first car, to say that I wanted a new car instead.    And he just happened to be out sick when I came in to get the new car and he falsely gave the impression to his sales associate that I'd been informed of what the trade in  offer would be.   

      By the way  the first car had a front panel that kept popping loose around the headlight that had been fixed with double sided tape,  which I informed ***** about  days after I started driving it.    I expected that the dealer would  fix the problem no charge.   *****'s response was that it wouldn't cost me much to have it fixed.    That told me who I was dealing with.

      So the choice became for me to keep the first car, which I didn't want and  was already defective...    or to take the new car, which hopefully had never been repaired with tape and hope they would be fair in the end.

      Instead I got  ***** the sales manager glaring at me.   These  guys were simply interested in pressing their advantage.  Car buyer be damned.

      So I ended up paying $9000   for the privilege of driving their scotch tape  car for 6 weeks  while I waited for a new car to come in.

      I left the dealer happy to be gone, 

      So my next moves will be  small claims court if it applies  and  if there is a *** Postman owner, I will look him up.   I don't really think any business owner would condone these practices.

      The statements made by the dealer are sad excuses.

  
  Sincerely,
  
  ***********************

  Business response

  10/17/2023

  A vehicle depreciates the minute you drive it off the lot, the market in todays economy changes daily which is out of our control.  **** took ****************** back to the office to refund him his money, and he changed his mind and said lets talk again about getting a new one.  We are so sorry that we have a customer who is unhappy, we are willing to try to help in any other way but the numbers were discussed upfront and he agreed to them.   Nothing was hidden in any way.

  Thank you,

  Customer response

  10/18/2023

   
  Complaint: 20655272
  
  I am rejecting this response because:

      I expect my $3000  deposit to be returned.   I expect the $749  payment for a paint protection job to be returned.   I expect the $475  first payment to be returned.   Nothing was upfront.   *********************** deliberately did not tell me when I asked what trade in I would receive on the car...and he called in sick to avoid me on the day the new car was available.

      So this is probably the oldest trick in the book for dealers.   Instead of dealing fairly with a customer,  they laugh all the way to the bank.  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a car from Lombard Toyota ( 725 *************************************, Lombard, ** ***** ) back in Aug 28 2021. Went to sell it to get a new car to find out my car had the odometer rolled back. ***** checking to Carfax myself I find on 8/20/21 Lombard Toyota serviced the vehicle. At that time the vin number came back saying the mileage is wrong. Here's the service breakdown: - 6/29/2020 - car serviced at Midas. Mileage ****** - 12/9/2020 - car serviced at Midas. Mileage ****** - 8/20/2021 - car serviced at Lombard Toyota (post trade in I'm assuming) Mileage ****** - 8/28/2021 - I buy the car ****** miles. ***** finding these details out I call Lombard Toyota to see what I can workout with them. Got a salesman named *********************. He was helpful. Took my info. Emailed him all the details. He agreed with me that this is not correct. Said he would have his manager call me. We talked a bit longer and I suggested getting my new car from them (yes even after this) so we can tie a bow in this and make it go away. Sent **** the ones I liked. Didn't come to a deal that made sense. I asked him to talk to the manager so I can see what he can offer me. Then manager (didn't give me his name). But wow what a piece of work. Wait for this nonsense. His theory was ***** recorded the wrong mileage both times prior to Lombard Toyota getting the car to them. Once they received it they put the correct mileage in the report. Not kidding. I asked him to explain that again cause that makes no sense. We both started arguing and he hung up on me. ?Is there anything you can do to assist? Id like this car taken back by Lombard Toyota and For Toyota Financial to give me 100% of my money back. ??Its clear they knew it was rolled back and still sold me the car 8 days later. The very first paragraph in the Odometer disclosure statement is clear. But the last sentence is most important here Failure to complete or provide a false statement may result in fines and/or imprisonment.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I phoned Lombard Toyota and made an appt. for Wed March 1, 2023, 10am for the repair of Driver side door (broken outside door handle caused by door sticking/not opening) replacement of Dashboard fuse and oil change. I was told there would be a charge $130 some odd dollar to check everything out and that fee would be covered if I had the work done, I agreed to that and continued explaining how my door just wouldn't open one day and that's how I broke the door handle puuling on it trying to open the door. I told the gentlemen that I looked it up on UTUBE and saw a video about the spring having to be replaced and asked if I should order a spring also, he said no. I asked how long it would take and was told a couple of hours. I was asked if I would be waiting, I said yes. I requested to be transferred to the *********** and ordered a new door handle. I was notified by the ********** (Tuesday February 28, )the Day before my appointment that the door handle had come in. When I arrived the following morning, I was told I'd be given a call as soon as they had checked everything. I was contacted shortly there after and told that the Technician said the door worked fine, opened without a problem, and the Dashboard lighting needed only to be adjusted higher, that there was only 1 bulb out, but it worked fine without it. I said I wanted it replaced. He was charging me more on the oil change. I said I would call him back. I phoned the Service Mgr. about the promised discount on the oil change but only got the voicemail. I left a message and req. a callback. When I hadn't heard back in 10mins, I called Lombard Toyota to have them go on with the work, but my call was blocked, I tried several times, the calls were rejected. We drove back to Lombard Toyota. I asked for the Service depart Mgr. I was told he was at Lunch, I was told by another person he was in a meeting. The gentleman who I had made the appt. with, checked me in and had been communicating with all along, said he could take care of everything and that my Truck would be ready in about 90minutes. I said that would be great because my Sister would be leaving at 2 for work. We went to a store and I got a call, now saying that they would be keeping my Truck over night, they had to order a fuse . I was not given a loaner car. I live almost 20 miles away. Lombard Toyota took me Home. I called at 9am to check the completion of work and setup a pick up time, but again, my call was blocked. I used another phone, was able to get thru, my Truck was not ready and I would have to wait until the gentleman who had been assisting me to come in at 11 to setup a ride for me or to get any other information about my Truck. Lombard Toyota had my Truck over 24 hours.

  Business response

  03/13/2023

  In Regards to to her concern with Door Handle the ****************** ordered parts based off a You Tube video without getting it properly diagnosed see we ended up needing additional parts which had to be ordered. In regards to her complaint about being told a couple of hours she was told we would have a diagnosis in a couple of hours, also upon giving her the diagnosis we offered a rental vehicle to her however her insurance did not meet the minimal insurance coverage required for a rental vehicle. In regards to her concern with the dash board bulb we found no bulbs inoperative at that time and informed her how to turn her dash board lighting brighter. In regards to her trying to call the dealership and her calls being blocked of this is not a possibility more then likely had something to do with her phone or carrier. In regards to her stating she left me a voicemail and when she came in I was at lunch she spent almost 30 minutes in my office with me to discuss this concern and received a discounted bill. In regards to the completion of her Tacoma ********************* was her technician and began working on her car first thing in the AM and had it completed by about 10 AM. In regards to her saying that she had to wait for her Service Advisor to arrive at 11AM that would not happen as any advisor would be able to look in ASR and get a full status and or coordinate a shuttle/ pick up. Any other questions please let me know.

   

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

   Service Director

  Lombard Toyota

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

  Customer response

  06/20/2023

   
  Complaint: 19530952
  
  I am rejecting this response because:
  

  My name is *********************************** and I reject Lombard Toyota's claim. I am requesting my complaint against Lombard Toyota be reopened. Lombard Toyota has been fraudulent in it's dealings with me and in it's response to the BBB, and, ****************.

  In response to the statement  Lombard Toyota made to the BBB, I made an appointment in February for Toyota Tacoma Pickup, for repair of my Drivers side Door, which was not opening from the outside, a replacement Fuse for my Dashboard,  which was not lighting up properly  and an oil change.  *********** guy was really annoyed that I  watched a UTUBE video on a Toyota Tacoma Pickup Door repair. I asked if I needed to order that spring, along with the Door Handle or did they have them in stock , he said I should wait because it may not be the problem I  think it is,  however the handle broke off in hand. And that much, I  knew had to be replaced. I requested to 

   speak to the parts department and was told,  no, they did not stock Door  Handles for 20 year old Trucks,  and he would order it for me. When I asked him about the Fuse for my Dashboard, and the oil, he said they did have both those and there wad no need to special order, he was very courteous and professional.  This same parts man called me back a couple of days later, letting me know that me Door Handle had come in,  my appointment was 2 days later at 10 am. I was told at check in that oil change would be $55.00

   I said  I would take it back to ******* for $19.00 ! He said fine, take it back to ******* ! That's when a man passing behind him,said oh no, we can do better than that for our loyal customer ( this was the ****************** Manager). My Sister came from *********** to have Breakfast with me, keep me company while I waited (I was told it would be about 90min). However about 20 minutes later, I got a call from thr angry man that the Technician said that there was nothing wrong with my Door, it opens just fine, there was nothing wrong with the Dashboard lighting,  the adjuster just wasn't turned all the way up.  I said ok then just put the  new Handle on the Door and change the oil please. When I asked  the price of the oil change he said $55.00/$57.00, I said no, the  man told him to give me a better  price. I was told my Truck required more oil. I asked to speak to theService Manager ( I was told the man who passed behind him was the Service Manager) he said he wasn't there. I tried to call back and my number had been blocked. I used my other phone to call and leave a message for the Service Manager.  By the time we finished Breakfast and I still hadn't heard back from the Service Manager,  we went back to Lombard Toyota . I was told the Service Manager wasn't there and neither was the Dealer's Manager. I was asked why I wanted to speak to him and I said I wanted to talk to him about the oil change charge. A man  said I didn't have to wait on him, he could take care of it and that I could pick up my Truck around 1:15, 1: 30. My Sister and I left again and about ***** minutes later Lombard Toyota called and said that they needed to keep the Truck overnight.  I asked for a Loaner vehicle and was refused. My Sister had to pick up her Son at 2PM  and work in *********** at 4. Lombard Toyota said that they would drop me off and pick me up the next Day. When I called on my 2nd. phone the following Morning (as my calls were still not accepted from my ****#) I inquired about my Truck and was told no one could give me information about my Truck except the Serviceman who had wirked with me the previous Day and only he could make my pickup arrangements,  i was told (as I was the previously Day) that he would not be in till 11 am. When I got there after 1 in the afternoon when they presented the bill I asked for the Manager.  I asked he received my phone call the Day before and why my call  was never returned and why they blocked my phone number.  It was the Service Manager that asked me to come into his Office and started telling me his Grandmother lived on block (sje did not) I  wanted to know how a Dashboard that, accirding to Lombard Toyota was not malfunctioning yesterday is now a part of an almost $800.00 bill. In hindsight, I don't do not believe my Truck was ever even  looked at with the first phone call and that I  should've  called the Police and got my Truck out of there,  because other than the new Door Handle  thst broke off un my hand, I don't know that anything else was done. When my Daughter came to Town for Mothers Day weekend,  she asked me why the Dashboard was dark. It works intermittently.  **************** sent the email to my Daughter's phone (she is the Primary Account holder) and she told me that they found in my favor, we were in ******** Celebrating my Birthday. But I  believe they credited the account during the dispute investigation,  so I was willing to let it go. But when Lombard Toyota told **************** I signed for everything,  I knew I had to follow up and fight even though it is extremely stressful.  I have a statement from both my Sister and my Daughter that I will try to  attach.  My duspute with Lombard Toyota is active and ongoing.  

  Thank you,

  
  Sincerely,
  
  *******************************

  Business response

  06/20/2023

  Everything in the first response is 100% correct, in addition we gave her a $170.00 discount on the work performed and did not charge her for the oil change.  Not a discount but free.

  Lombard Toyota Management

  Customer response

  06/21/2023

   
  Complaint: 19530952
  
  I am rejecting this response because:Lombard Toyota has been deceptive in it's dealings with me. At first Lombard Toyota called me soon aftet I checked my Truck in for the for  repairs to tell me there was nothing wrong with either the Door or the Dashboard lighting  then that changed to needing to keeping my Truck overnight to change the Dashboard Fuse which they claimed not to have. Lombard Toyota has been Fraudulent in its dealings with me. 
  
  Sincerely,
  
  *******************************

  Business response

  06/26/2023

  Please review the original response, it explains every concern and what we did for including "no charge" and discounted work.  There is nothing more that can be done we are truly sorry that she feels that we did not treat her fairly.  We do not and have not done fraudulent dealings with her or other customers.

   

  Customer response

  06/28/2023

   
  Complaint: 19530952
  
  I am rejecting this response because:
  Lombard Toyota is duplicitous in its practices. At first they said there was nothing wrong with my Door or Dashboard but later charging me almost $700.00 to repair them. So at the very least, Lombard Toyota  was dishonest. As the Dashboard lighting is intermittently operational,  it is doubtful that Lombard Toyota did anything to it. Lombard  Toyota told me that there was  nothing wrong with the Dashboard lighting,  it just needed to be turned up. Lombard Toyota told me that the Technician said that there was nothing wrong with the Door opening, but later "repaired" it. Which is it Lombard Toyota? Did you simply never inspect it to begin with or held it hostage  for as much money as you could get? Lombard Toyota is a Thief. 
  Sincerely,
  
  *******************************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon,I *************************** is in total disagreement with Lombard Toyota and their actions. My daughter Asia and I decided to give Lombard Toyota a try on 3/3/22, at approximately 9am , I had just dropped my son off at school, being that I lived in *******, ** almost 20 years, I drove by Lombard Toyota frequently. Upon us walking in we were approached by the Sales(who is no longer there). Once we were seated ***************************** (Finance Manager ).. asked what brought us in. I told him I had just dropped my son off & I decided to stop in. He responded & said dont worry! I will have you in a car today!!! I expressed my concerns of purchasing a reliable car, due to me travel a lot for basketball games , work, and school drop offs! He said dont worry Im going to get you in a car today! This is why it baffles me!!! In them saying I found the car on Auto Trader! Never been on there! There was no test drive set up, upon me entering their establishment!!! ***************************** told me let him work his magic, after sitting for an hour or so, the salesman said to me, ******* picked out a car for you to test Drive!!! Which was an 2015 ***** Trax. Once everything was completed I took my rental car back. Upon us getting in the ***** Trax the passenger door behind the driver seat wouldnt close. So I had to go back up there so they can fix it! (Red Flag 1!!) On 3/5 after being out with my friend as I was taking her home , my car started to loose ********* was stranded on the side of the expressway! I called *************************** salesman immediately!!! I waited an hour for them to tow my car back to their Establishment!! The salesmen paid for my tow, because I told them I wasnt paying for anything!!! I just purchased this car and it should not be doing this! I was given a loaner car, my car was in the shop from 3/4- 3/8. My car went back in the shop **** - **** . Which they had ********** a car because my insurance didnt have comprehensive collision, mind you all of this was all within my first 30 days!!! Of purchasing my vehicle. My car went back into the shop from 4/4 - 4-5. All documents will be attached. Upon getting my car back it kept jerking as I would drive barely giving off power when I accelerate! I went back in , they told me they wasnt going to help me! I begged & pleaded! No help! On 6/22/22 I put in a dispute with my bank, trying to get my ******* dollars back, due to them selling me a terrible car! A Lemon! I never said the transaction was invalid, I authorized ******* dollars as a down payment for a reliable car! Not a car full of problems, after going back & forward with my bank, they advised me to put a complaint in with the Attorney General & the Better Business Bureau. I spoke with my finance company and they told me the down payment didnt come to them. So once again there is no agreement with the lender!!! My down payment was used for my plates & to register my vehicle! The rest was paid out in commission!!! On 6/28/22 after speaking with my finance company I took my car to CarMax to get it appraised, which they appraised it for *****! My finance company agreed to sell them my car for that amount so I could get out of a ****** dollar loan!!! I have taken my car to 2 mechanics who both told me that they should have NEVER sold that car to me!! This has been a nightmare!!! I dont wish to do ANYMORE Business with them!!! So a trade i. Will not be needed! I want my money back! All of it!!! That was a lot of money to put down , I need my money so I can turn this car over to CarMax & be able to get me another car! I have missed ************* of work due to this ongoing situation! Thanks,******

  Customer response

  12/05/2022

   
  Complaint: 18437205
  
  I am rejecting this response because: I *************************** is in total disagreement with Lombard Toyota rebuttal. My daughter Asia and I decided to give Lombard Toyota a try on 3/3/22, at approximately 9am , I had just dropped my son off at school, being that I lived in *******, ** almost 20 years, I drove by Lombard Toyota frequently. Upon us walking in we were approached by the Sales(who is no longer there). Once we were seated ***************************** (Finance Manager ).. asked what brought us in. I told him I had just dropped my son off & I decided to stop in. He responded & said dont worry! I will have you in a car today!!! I expressed my concerns of purchasing a reliable car, due to me travel a lot for basketball games , work, and school drop offs! He said dont worry Im going to get you in a car today! This is why it baffles me!!! Im them saying I found the car on Auto Trader! Never been on there! There was no test drive set up, upon me entering their establishment!!! ***************************** told me let him work his magic, after sitting for an hour or so, the salesman said to me, ******* picked out a car for you to test Drive!!! Which was an 2015 ***** Trax. Once everything was completed I took my rental car back. Upon us getting in the ***** Trax the passenger door behind the driver seat wouldnt close. So I had to go back up there so they can fix it! (Red Flag 1!!) 
  
  On 3/5 after being out with my friend as I was taking her home , my car started to loose power & I was stranded on the side of the expressway! I called Lombard Toyota & my salesman immediately!!! I waited an hour for them to tow my car back to their Establishment!! The salesmen paid for my tow, because I told them I wasnt paying for anything!!! I just purchased this car and it should not be doing this! I was given a loaner car, my car was in the shop from 3/4- 3/8. My car went back in the shop 3-14 - 3-17 . Which they had ********** a car because my insurance didnt have comprehensive collision, mind you all of this was all within my first 30 days!!! Of purchasing my vehicle. My car went back into the shop from 4/4 - 4-5. All documents will be attached. Upon getting my car back it kept jerking as I would drive barely giving off power when I accelerate! I went back in , they told me they wasnt going to help me! I begged & pleaded! No help! 
  
  On 6/22/22 I put in a dispute with my bank, trying to get my ******* dollars back, due to them selling me a terrible car! A Lemon! I never said the transaction was invalid, I authorized ******* dollars as a down payment for a reliable car! Not a car full of problems, after going back & forward with my bank, they advised me to put a complaint in with the Attorney General & the Better Business Bureau. I spoke with my finance company and they told me the down payment didnt come to them. So once again there is no agreement with the lender!!! My down payment was used for my plates & to register my vehicle! The rest was paid out in commission!!! On 6/28/22 after speaking with my finance company I took my car to CarMax to get it appraised, which they appraised it for *****! My finance company agreed to sell them my car for that amount so I could get out of a ****** dollar loan!!! I have taken my car to 2 mechanics who both told me that they should have NEVER sold that car to me!! This has been a nightmare!!! I dont wish to do ANYMORE Business with them!!! So a trade i. Will not be needed! I want my money back! All of it!!! That was a lot of money to put down , I need my money so I can turn this car over to CarMax & be able to get me another car! I have missed weeks & weeks of work due to this ongoing situation! 
  
  Sincerely,
  
  ***************************

  Business response

  12/13/2022

  Thank you, we have responded to all her allegations, we receipt the down payment here at the dealership, which shows on her contract, hence lowering her payments.  If she had not put the ******* down her payments would have been $536.55 instead of the ****** which is the agreement between her and ****************.

  We would be more than happy to try to trade her out of it, if she is interested.

  Sincerely,

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

  General Manager 

  Lombard Toyota

  Customer response

  12/16/2022

   
  Complaint: 18437205
  
  I am rejecting this response because: I prefer to NEVER do any business with Lombard Toyota! For ****** to keep making up false accusations is completely Disheartening! First it was stated that I came in to test drive a car I found on Auto Trader!! False! 2nd it was stated that my down payment of ******* went to my finance company, upon me speaking to the Account Manager she verified that they did not receive no down payment from Lombard Toyota. Now its being stated that my car note would have been higher when upon me putting down my down payment, none of this was NEVER mentioned! How can you pride yourself in being a General Manager of a well known establishment!! Getting over on consumers who put their trust in you!!! I want all my money, Im not settling for nothing less!
  
  Sincerely,
  
  ***************************

  Business response

  12/20/2022

  Thank you very much for the feedback, however she is not understanding.  Maybe the source of how she found the car was written incorrectly, however we collect the down payment on behalf of the lender who is located in ****.  The ******* down payment is reflected on her finance contract with PAC.  Payments would always be higher or lower based on the down payment of the vehicle, it is simple math, that is why I included what the payment would have been without the ******* down.

  I do hold my self in high regard and I am 100% a customer advocate, I do not know how else to explain how the ******* was applied to her finance contract.  The lenders that work with all car dealerships do not deal directly with the customer in collecting the down payment, we do that on their behalf and give them credit on their financial statement.

  Sincerely,

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

  Customer response

  12/20/2022

   
  Complaint: 18437205
  
  I am rejecting this response because: Im totally understanding the concept of EVERYTHING! How do you pride yourself when I was sold a car that gave me problems from day 1!!! You knew when you first replied your accusations was of void! I am very aware on how things transpired with PAC, which I have been in conversation with the highest of contacts, which verified over and over that they did not receive no monies of my down payment. See heres the thing once you tell one lie! You have to continue the bad behavior! If you valued your customer service! You would have done the right thing!!! No you continue to keep throwing out false accusations! What if it was you going threw this? How would you feel? I will not stop fighting until my money is back in my account by any means! You should be ashamed of yourself! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 22 2022 - i had my car maintenance at lombard toyota. I also asked them to do a carwash. When the car returned it still wet so i left. While driving and the water is starting to dry off i saw that there is a crack on the windshield. I called the dealership right away and told to come back.When i went back they saw the damage and told me that they need to review the cctv footage and it will take ***** hrs. June 24 2022 friday comes so i called and check if theyve check the cctv. I was told that they are busy and that they will call me monday. June 27 2022 Monday comes I called again and i was told by the guy that they are super busy and will have his manger call me. THEY HAVE NOT CALLED ME YET. Im one hundred percent sure that they broke my windshield and it needs to be fixed before worst things happens. Please help.

  Business response

  07/12/2022

  I am so sorry I was on vacation last Monday the customer came in and watched the camera system with our service director, and could clearly see that the windshield being cracked did not happen in our service department.  We did get him a discounted price on a windshield and we are waiting to hear back from him.

  Sincerely,

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

  General Manager

  Lombard Toyota

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