ComplaintsforSteet Toyota of Yorkville Inc

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2011 Toyota Camry Pearl White were recalled. Paint chips . Overall paint issues. Only Pearl White. I tried for nearly two years to get it resolved. 2020 The service manager was out because of surgery. I was told to wait 5-6 months. They were busy. 2021 Three attempts. Managers weren't around. Shop was busy. I think 2 new managers were in and out. I'm also told I need to contact main office not paint shop to schedule. That was incorrect. Spring 2022 I am scheduled! Spring2022 I contract COVID & have to cancel. Fall 2022 After 3 attempts directed throughout, I am scheduled and have my car looked. I'm almost immediately told my car doesn't meet criteria. However, Luke? takes photos and says he'll send them into Toyota anyway. I clarified: Toyota is final word , not local service. Yes. I asked to please email me /text/call with verification that info & photos were sent and Toyotas response. It's been a pain. It's been one stall after another or I've had to make numerous calls. Frustrating. Not the quality of service I've experienced before. I've been a Toyota customer nearly 30 years . All cars purchased at Steet except this one. This car was a private sale . The recall closes December 2022,I believe the last day. Is there a way to verify my info was sent& the decision? I just can't call again. Thanks. Peace .

  

  Business response

  12/07/2022

  Regarding ***** **********'s concern with her paint on her 2011 Camry. The customer and service manager at Steet Toyota met on 12/7/22 As discussed with the customer, there are certain criteria that the vehicle must exhibit to be covered. The service manager and customer looked over the vehicle and determined there is one spot on the drivers door that would apply to be repaired.The estimate was sent to the factory rep, and received approval. Customer is aware of the outcome and will return to have the work performed at a later date. Customer was satisfied with the outcome.

  Joseph Steet

  ,

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My teenage daughter had an oil leak in her car on Friday night (5/13/22). She dropped it off at Steet Toyota. On Saturday morning (5/14/22) I called Steet and they said they would take a look at it and call us to tell us if any work needed to be done. They called us and said there was no oil leak (what we thought the problem was) but that it needed all new struts and sway bars which would be over $1000. I told them I would have my local auto company pick up the vehicle for a second opinion. Then, when my local auto person got there with a tow truck, Steet would not release the car. They said that I owed them $111 for looking at the car. This charge was never disclosed to me. The person I spoke to was Amy in service. She insists that she did tell me they were going to look at it and that I should know that it costs money to diagnose. However, my local place never charges for that and this was absolutely not disclosed to me. Also, my local car repair man has the car now and said it does not need struts or sway bars and the whole under pan for oil is cracked (a 250-300 fix). So... I paid them the $111 to release the car to mis- diagnose and almost blow up the car. Steet Toyota said they drove it around and that I could drive it home (an hour away). If I listened, I would have blown up the motor. That part is frustrating but I'm very upset that I was charged $111 for them to just look at the car, misdiagnose it, then and to hold the car for payment that I did not realize I would be responsible for. They also charged me $4.17 for break cleaner (which I did not ask for, approve, or need either). This is bad business and not right.

  

  Business response

  07/28/2022

   This is in response to a customer complaint . The complaint number is ******** in which Mrs. ******* feels she was charged for a service unfairly and would like a refund. This service occurred at Steet Toyota Johnstown.  Mrs. *******s vehicle was towed in to be looked at after hitting something in the road in which it was believed to have damaged the oil pan. The vehicle was given to a tech to evaluate assess the concern of the customer. It was noted that there was oil residue that was old on engine that needed to be cleaned of to determine if there was a leak or and damage caused be hitting something. The oil level was full and after cleaning old residue the engine was started to see if any oil leaks were visible. No leaks evident at that time so vehicle was driven and rechecked with no leaks found. Customer was charged for the inspection and cleaning to determine any possible issues with oil pan or leak. During the inspection the tech noticed a leaking strut and some sway bar links that were loose and given an estimate on repairing those issues if she was interested. The charge was 1 hour labor and a can of cleaner. Customer did not believe that there was no oil leak even though we throughly investigated the concern. Mrs. ******* felt she should not be charged for our time looking at her concern. She did pay for service and had vehicle towed to Oconnor’s which is her local service  shop. I called the owner who we work with occasionally with our Toyota customers that live closer to him than us. I let him know the issue that Mrs. ******* had with her vehicle and us and to let me know if our diagnosis on the oil leak or damage was incorrect. Oconnor’s stated we were correct and no oil leaks. I feel we were justified on the charge for providing a diagnosis of the oil leak concern and looking the vehicle over to inform customer of other potential safety concerns. Thank you.

  
  

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