ComplaintsforHerb Chambers Toyota of Auburn

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car on 12/02/2023 and made it very clear to the salesperson that I did not want any extra coverages or charges besides the base cost of the car (a 2024 Corolla Cross). The car was roughly $30k after tax, and we agreed upon the basic tier coverage. I put $10k down, and they showed me all of the paperwork showing that my remaining payments would be less than $200 a month as I opted for a 6 year loan financing. They had me electronically sign the paperwork without physically showing me anything and explained that it was just stating the costs we had already gone over. I noticed the next day when going through my paperwork that they had actually charged me for the platinum auto coverage, tire and wheel protection, paint protection, and dent repair protection, all accumulating an extra $7k in costs over what we had agreed upon, making my total after the $10k I had put down still another $27k, rather than the $20k we had agreed upon. I went in and canceled all of the extra coverages that I could on 12/08/2023, minus the paint protection as that was nonrefundable ($1k), and they told me I was all set and that I would see the money credited to my remaining loan on my statement. By my January statement (my 2nd statement after canceling), I had still not received the refund, so I called Herb Chambers on 01/30/2024 and was told that they were not sure what had happened and that the money would be credited by the next statement. It still did not show on my February statement, so I called on 03/01/2024 and was told the same thing, and that they would call me back when they figured out what was going on. They never called back. I called them again on 04/09/2024 after my March statement still did not show the credited money, and was told they did not know what was going on and they would call me back with an answer (they did not call back). I have been charged interest for three months now on money I should not owe, and nobody is trying to resolve this issue at all.

  Business response

  05/06/2024

  THE GENERAL MANAGER HAS REVIWED THE CLIENT'S COMPLAINT. 

  AS A RULE, AFTERSELL ITEMS SOLD AT THE **** OF A VEHICLE PURCHASE ARE ROLLED INTO THE PAYMENT. THE FINANCE DIRECTOR HAS LOOKED INTO THE ACCOUNT AND HAS ASSURED THAT THE DEALER HAS REIMBUSED TOYOTA   MOTOR CREDIT (THE **** HOLDER) ALL MONIES THET WERE DUE BACK. ANY FUTHER QUESTION SHOULD BE ADDRESSED BY THE CLIENT TO TOYOTA MOTOR CREDIT 

   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business uses strong arm tactics to attempt to get me to bring back my leased vehicle (after I told them I extended my least). I've told them why I won't do business with them any more and they keep calling!

  Business response

  11/10/2023

  Hi *******, 

   

  We have updated and removed your contact information and made note not to contact you until you are ready to discuss your lease end options with us. 

   

  Thank you, 

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 4th I placed a $500 deposit for a Toyota Rav 4 at Herb Chambers Toyota of Auburn. I was told it was fully refundable and I would be able to get the money back in the event that I no longer wanted to purchase a car from them. I contacted the sales manager on January 5th and explained that I was no longer interested in purchasing a car from them as it was out of my budget and I had found more reasonable pricing elsewhere. The sales manager tried to convince me to buy a car from them but eventually took my credit card information for the card I used for the deposit and said I would receive a refund. A week later I hadnt received any notification that the refund was in process so I called again on January 12th. I spoke to a sales associate who said he was unable to get in touch with the sales manager or the financial manager but he would leave a note with my information and I was told someone would get back to me soon. I still have not heard from anyone at Herb Chambers and I have already purchased another vehicle from a different dealership. I do not feel like I should have to keep hounding them for money that is rightfully mine and illegal for them to keep.

  Business response

  01/17/2023

  The refund for ****** has been processed and completed. It can take 5 to 7 business days to reflect on the credit card statement when the refund is processed. If there are any other further issues, she can contact me directly at ************.

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

  Executive General Manager

  Herb Chambers Toyota

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a blue Toyota Highlander 2014 XLE sport and on 11/10/22 had one front flat tire at the passenger's side. I decided to change the four tires to a whole new set, after contacting Herb Chambers of Toyota in Auburn, ***************** one of the service agents set me an appointment for 11/12/22. I delivered the car and the only problem was the flat tire, nothing else. They supposedly have changed the tires and did an alignment. I paid that day around $1190. After driving the car for half an hour the orange tire pressure symbol was blinking on my dash and then became steady. The alignment was the worse the car is never on a straight line. I called the service again and got ***************** the car back on 11/15/22, service almost took 3 hours, I was waiting me and my children the whole time at their lounge. When ***** came to deliver the car, he stated that they didn't do the alignment right because they were very busy on Saturday and now they fix it and show me the chart of what got fixed. Second the tire pressure sensor might needs to be replaced or it's battery to be replaced-however I had no problem with it before this service- so I asked him did you replace it and he said no it's okay now and nothing wrong with it. So I left, still not the best alignment, the driving wheel is very soft and after an hour the tire pressure symbol was blinking on my dash again. The next day I added air to the new tires but the sensor still acting up and blinking on my dash. Another weird thing happened after this service the feet heat isn't working probably even on very high temperatures. I called the Toyota to acknowledge what happened which wasn't there before, one of the services agents *** mentioned that's normal that things can go wrong on vehicles and ***************** stated that I've to pay for things to be fixed, otherwise wait for Monday to speak with their supervisor *********************** about it. This is our family car, I need it to be safe for my children and warm for snowy cold days and Toyota is refusing to admit the damages they did to my car. Also I work full time and have no time for back and forward, I need my car to professionally checked before delivering so I won't be surprised with extra damages, and fix what needs to be fixed.

  Business response

  12/06/2022

  Vehicle is listed under *******************. Client brings vehicle in 11/12/22. Tires are replaced with a four-wheel alignment.

  Client returns 11/15/22 with tire pressure light on.  Adds that alignment is bad. Also adds that her heat is not working now. Claims we are responsible. The dealership in the interest of customer satisfaction and goodwill checks the tire pressure monitor sensor system at no charge.  We diagnose that the tire pressure sensor batteries are starting to fail inside the sensor inside the tire. It is important to note that the vehicle is a 2014 with 124,000 miles on it. THESE WILL START TO FAIL SPORADICALLY. They do not fail all at once. Also, important to note that the tire pressure sensor is a non-serviceable part. It is a sealed unit and replacement is the only option. The batteries in two of the sensors are low and are intermittently failing to send out a signal. The other sensors will be sure to follow soon.  This is all explained to the client. 

  The vehicle alignment is also rechecked. the alignment is within factory specifications. The client is insistent and remains unhappy. She files a BBB complaint.

  The Service Director reengages with the client and sets up a time for her to come in and the car can be reassessed. a date of 12/03/22 is set.

  The car reexamined. The service director was out sick but left instructions to hos assistant to replace the 2 failing tire pressure monitor sensors at no charge again in the interest of customer satisfaction and goodwill just to make this issue go away. The no heat complaint that the client had was unable to be verified at this time. Client told that the other 2 sensors will undoubtably fail in the future. Replacement would be his responsibility. 

  Client leaves the dealership.

   

   

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On12/15 my husband called this dealership and spoke with Samantha She said they had the red and gray Toyota 2021 Rav 4 my husband was looking for. We went 12/17 to look at the cars.....took red one for test drive Purchased it. At no time were we told this was a pre owned vehicle When asked about the 4286 miles on it we were told it was driven down from Canada!!!! We were supposed to get a$500 military discount and not pay for license plate as my husband has a bronze star plate. We found a registration in the glove compartment for previous owner!!Having difficultly communicating with the salesman Chandler Horne. We wanted 2yr service contract not 1yr. I was told that would be done today. Cannot communicate with Chandler today, won't answer text. We were led to believe this 2021 Toyota was a new car no one ever mentioned pre owned. Chandler stated it was on purchase agreement, yes, on upper left corner and we were not shown that as they shoved one piece of paper after another for us to sign. This car was to replace same model Toyota Rav 4 2017 that was rear ended by a 94 year old woman sending my husband into a telephone pole and totaling the vehicle All we want is the $500 military discount, the $100 for plates reimbursed, and another year of service. An apology from this dealership for misrepresenting this vehicle as new would be gracious

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/28) */ This client's husband called looking for a new or pre-owned Toyota RAV4 with specific features as well as specific colors. He scheduled an appointment and came in to look at some options, both new and pre-owned that fit what they wanted. The client picked out the vehicle when they walked in that they wanted to see and it was pulled up and shown to them. They saw the mileage prior, and were told the vehicle was pre-owned. They chose to move forward with the purchase at that time. The $500 military rebate is on the purchase of a new vehicle from Toyota and was never discussed. The fees the client were charged are for the title fee of $75 as well as tax. The client was charged $25 for the registration at the dealership. Once the deal was booked and finalized, the overpayment of $25 was cut in a check and being mailed out to the client as well. Her husband spoke directly with one of our manager's directly with the notes of what was discussed with her husband as well. Every pre-owned vehicle comes with 1 year of complimentary maintenance which the client received. We check once or twice a month, as well as at month end again and refund any overpayments to all clients that are owed. Consumer Response /* (3000, 7, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolutely NONE of this response from the dealership is true. We did NOT make an appointment. When my husband called and spoke to Samantha on 12/15 he said we would come in in a few days. That is not an appointment. As far as the military discount. My husband asked if there was any discount for military. Mr. H**** said he had just sold a car to a military person from COnnecticut and he got the discount because he was financing. Mr. H**** then got up and said he would check with his manager. He came back and said his manager said yes we would receive the $500 military Discount. So if this was not discussed how did we know about any Military discount.We were NEVER told this vehicle was a preowned vehicle. In fact when I texted Mr H**** he said it was on the paperwork. So if we were told it was preowned, why did he say this?? Again, when we were told the mileage in the finance office and only then, why were we told it was driven down from Canada and that would have been the perfect opportunity to tell us this was preowned. As I stated previously, we found the registration from the previous owner in the glove compartment. At 73 and 74 years old my husband and I have NO reason to lie. as stated we were totally unaware of the mileage Mr H**** told me I should have looked at the mileage when we test drove the vehicle when I texted him the next day. So when did he tell us it had 4286miles on it. This dealership should be absolutely ashamed at the behavior of their response. NONE of their response is truthful. I received a text from Mr H**** on12/24 that states: "we will gladly help you with the auto care, and all the paperwork showed used, not true, only the purchase agreement did, will be able to set up auto car plan Monday(date would have been 12/27) I cannot make this up, I have it in a text he sent. as a bronze star recipient my husband should not have to be lied to, the whole experience is just fraud in the best sense. It is our word against a car dealership. I am sure we all know who will win in this case Business Response /* (4000, 9, 2021/12/29) */ I can't make this up. I am 71 years old and I have been helping people out through my foundation and dealership for over 30 years. We have no reason to lie or hide anything, and every bit of paperwork signed shows the vehicle was pre-owned including the odometer statement showing mileage on the vehicle being purchased at that time. If there was a concern regarding the mileage, you never should have accepted the vehicle. You also chose the vehicle specifically when you walked in. You received a discount on the vehicle itself when you asked for a total discount off of $2,558. If you would like a copy of the paperwork we are happy to provide that. If you would like, since we want you to be happy, we can give you a 3 year maintenance program with roadside assistance on the vehicle which is substantially better than the 2 year plan you assumed came with the vehicle. Consumer Response /* (3000, 11, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am assuming I am communicating with Mr L***, GM MR Horne showed us paperwork from 3+ ft away and stated the car had been discounted $2000, we did NOT ask for this, all we inquired about was the $500 military discount which AGAIN Mr Horned supposedly spoke with his manager and said they said ok. So, where did the figure $2558 come from Does NOT show up On any of our paperwork we were given. Your Finance person told us this Car was driven down from Canada. As we both know this is not true, pre owned by Maria C***** C***** P***** of Worcester Please stop being untruthful!!!! All we want is the $500 military discount and your offer of a 3yr service contract. Contract in writing as well as the military discount Mr Lako you are making this much more difficult than needs to be. I have served patients in the health field for over 50 yrs. I have listened to patients tell me the nightmare experiences while purchasing a Vehicle. Why you folks feel you can treat people this way is beyond my education! You are right NO one can make this stuff up If this request is amenable to you, then this case will be closed. If not we continue on

*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. ↩