ComplaintsforZeigler Toyota of Racine

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2008 Toyota Sienna from this company on May 10th 2024. The sales process took the entire day and was extremely long and frustrating, but I was told that the van was inspected and checked through and I should not expect any problems for a considerable amount of time since it was a Toyota. About two weeks after purchasing the van, I received a call from ******* saying that they lost my check. I told them that I would be able to bring it in 2 days later on the upcoming Wednesday, which I did in the form of a cashiers check. Three days after paying them, the van starting having major issues and would no longer run. It turns out that this van had radiator fluid leaking into the transmission, which was causing the issues. I brought the van to my mechanic and he quoted me upwards of $8k to fix it, which is more than I paid for the vehicle. I called ******* and notified them of the issue. They scheduled an appointment for me to meet with their manager - ***************************. I showed up at the scheduled time and was told he was not in that day so they paired me with a sales rep who offered me $1k off a different vehicle after I had just paid them over $7k for this van that no longer works less than ******************************************************************************************************************************* a deal on the repairs. It has now been 5 days since we had this conversation. I have followed up with phone calls and messages and have not received a return phone call or offer to repair the vehicle in any form. I am now incurring storage fees for a vehicle that no longer and was purchased from ******* of Racine less than 30 days ago. Considering the size and reputation of this company, I would think they would have the means and resources to take care of a family that has purchased multiple vehicles from them in the past. Please make this right.

  Business response

  06/27/2024

  It pains us to hear your feedback regarding your recent dealership experience. I can assure you that our team goes to great lengths so that customers like you have any and all relevant information they need to make the best, most informed buying decision. We understand that when buying a ******* mile vehicle that there will be some repairs. As we go through this when offered the low budget transportation options. Unfortunately we do not recommend outside aftermarket  services as they are more costly than the franchise dealer. Looking at your file there were several options given to assist in repairing or upgrading the vehicle. Please do not hesitate to contact me here at the dealership. I would welcome the opportunity to speak with you in more detail about your visit.
  
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a 2017 Lexus NX 200 T on 7, 11,2023, gap insurance was added to the existing loan at the time of purchase through the dealership. Within one week, I refinanced the vehicle through my credit union and paid off Toyota financial. It was then I started the process to try to receive a refund for the gap insurance I no longer needed., starting with **** at the dealership, then being told to contact Toyota financial , them then telling me to contact gap insurance. I received a payoff letter from Toyota financial on August 18, 2023, which they all seem to need before they could issue me a check for my gap insurance. I am now up to three phone calls to the dealership, three calls to Toyota financial and three calls to gap insurance, and it doesnt seem as if anyone knows how I am supposed to get my check or cares. I have been trying to maintain my patience through this matter, and I enjoyed the initial. experience we had at the dealership the day we bought the car but this is unacceptable..

  Business response

  10/18/2023

  We are disappointed to read that your recent experience was not satisfactory. It appears as though we mishandled your situation, and for this we apologize. We do not want anyone to leave our dealership believing we have not make every effort to earn their business. At Toyota, our focus is to provide consumers with excellent customer service. You may contact ********************* @ ************ anytime to voice any additional concerns.
  
  

  Customer response

  10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [ I made contact with the dealership to speak to *********************, I was told he was not in the building and that **** would talk to me on his behalf. He said on 10/18/23 he would look into the matter, by talking with ****** in accounting and **** in finance.  i was told they would call me later in the afternoon to do a 3 way call with myself and toyota financial, when **** finished up his dealings with a customer. I never recieved a call that afternoon or evening. On 10/19/23 **** did call me late morning to say that he and **** reached out to Toyota financial and Gap, even sending audio of the confusion and frustration they went through trying to resolve this and figure out who should issue me the check. Ultimately ending there phone calls as I did no closer to a check being issued,  **** did reach out to me the week of the 23rd and said we understand your frustation and we are working on getting the check issued to me, might even have it today he said, it has been a few days and still no check...   Clearly confusion within the organization as to who is supposed to issue the check, toyota financial says the dealer should do it, and the dealer says toyota financial should do it..
  
  Regards,
  
  *********************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Check engine light came on. Took vehicle to dealership for inspection and repair on 1-30-23. Dealership said they could not determine reason for engine light being on but they turned off check engine light. A few weeks later, check engine light came back on. Took vehicle to dealership, again, for inspection and repair on 2-23-23. Dealership said issue was bad gas and said the fix was to drain tank and put sea foam in the gas tank. Dealership provided me with the codes that were on *** machine. Paid $680.35 for repair. A few weeks later, check engine light came back on. I obtained an *** machine. The same codes the dealer gave me matched the ones on the machine I had. Clearly, what was done on 2-23-23 didn't fix the issue. Based on my research, the fix recommended and completed by the dealership has nothing to do with the codes that were listed on the *** machine. So, I paid $680.35 for nothing. And, the vehicle is still not fixed. Check engine light is still on. Vehicle is not safe to drive. I really need the vehicle fixed (of course). My concern is that the vehicle is getting more damaged because the issue hasn't been fixed. I have been a loyal customer for many years. I have purchased 2 vehicles from this dealership and have had almost all my vehicle repairs and standard maintenance (oil change, tire rotation, etc) done at this dealership. Obviously, having the issue go on for several months and having to go to the dealership several times for the same issue without resolution is an inconvenience.

  Business response

  05/04/2023

  We would need to have the vehicle inspected again to see if we can resolve the problem so the suggestion would be to contact the dealership to set an appointment for ** to take a look at it. The phone number is ************

  Customer response

  05/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I will not be taking the vehicle to this business just to be charged more money to 'inspect' the issue.Obviously, the vehicle needs to be inspected again to fix the issue. As I stated in the complaint, the business couldn't figure things out in January or in February. I will not let the business inspect the vehicle unless they will agree to what I asked for in the complaint. 

  As a reminder, the resolution I put in my original complaint was: My ultimate resolution would be to get the vehicle fixed once and for all, not have to pay for the repair and to be refunded for previous payment.

  Before I bring the vehicle in for inspection, I would like: A guarantee that I would not be charged again to have the vehicle connected to the diagnostic machine (for a third time),that I be refunded for the $680+ I already paid (that didn't fix the issue) and to not be charged for the repair costs this time. 

  Note: I failed to mention that in January I paid the business over $900 for other services. I feel like paying $1500 in two months and bringing my other vehicle to this business for many years would be enough revenue and support of that business to result in some kind of customer appreciation from the business. 

  Regards,
  
  *********************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a used car from ******* Toyota in ****************, ** in August of 2022, they "gave me" a warranty for 5 years/100,000 mile powertrain. 4 months into owning it, the vacuum pump expired. Brought it to them to repair and it wasn't covered under the warranty, even though the pump is only there for the turbocharger, which is part of the drivetrain. Paid out of pocket $700. Two days later picked the car up and brought it back within 10 minutes due to not running properly. Told it was water buildup due to the tech having to wash the engine compartment out from the pump going and that if I had any other issues with the car, they recommend bringing to a Buick/GM dealer. Picked up on a Friday and by Sunday morning the car was inoperable due to the turbocharger expiring. Paid out of pocket $1200 Now 3 months after that, still on the same oil change from the turbo going out and the warranty company says they will only give $2300, and I have to come up with $$8000 for a new motor.I have every reason to believe that the repair wasn't done properly the first time, which set into motion the chain of events and situation I am in right now. Plus the warranty company says my warranty will be completed after this WHAT??? 5 YEARS/100000 MILES, not 8 months!!!If their techs aren't knowledgeable and they don't have the proper equipment, why wasn't it brought to a Buick dealer in the first place. This is causing a major distraction in my life, as now I have no vehicle, am forced to have my boss take to and from work. Worst experience in buying a car and dealing with the nonsense afterwards.

  Business response

  03/14/2023

  On behalf of ******* Toyota, I would like to apologize for your frustrating experience with our service department. The situation youve described is not typical for our dealership, and your feedback has been taken into serious consideration. Your business is very important to us and wed like to regain your trust. After reviewing your file this car was not a vehicle we had sold nor was the warranty product sold or affliated with our company. After replacing a part we had recommended additional services to include a engine replacement. Unfortunately the vehicle was in need of major repairs. If you are open to discussing this issue in further detail, please contact ********************* at ************, at your earliest convenience so we can work on options for you. Thank you for alerting us to this issue we look forward to speaking with you soon.
  Sincerely,
  *********************

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response given to the original complaint from **** was for another person's complaint. I did purchase the vehicle through *******, the warranty was offered through *******. I have all my paperwork from the sale, as well as warranty paperwork. I have spoken to the dealership, but as of yet not much is moving. This is March 20, 2023.
  
  Regards,
  
  ***********************

  Business response

  03/20/2023

  We appreciate the response and have been in communication with *************** to find a resolution for his concerns.

  Customer response

  03/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by ******* in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Horrible experience, I have purchased 4 cars and leased 1 from other Toyota Dealers where I had had good experiences , first time I make a purchase from ******* Toyota of Racine but it wasnt a pleasant experience. The agreed priced ($21,000) was changed by the sales rep * dealer. I had paid $3,900 over the listing price showed in their website ******. Their final Numbers were ****** purchased price. and $37,000 after financing with $2,000 down payment and a Credit score of 780. Be aware of the Certified Vehicle which in reality it is a extended warranty and a Lojack option ,both are mandatory to be purchased on top of other hidden fees. In other words you are obligated to purchase. I returned to the dealer next day of my purchase to remove some added options that I never wanted but the Certified Vehicle * Extended warranty and Lojack were not taken out , reason why it end up on $25,499 sale price ( $3,900 over the listing price on their website plus $ 499 for Lojack). Finally I just have to leave the dealer accepting what It was already signed. The dealer wasnt going to changed anything. I felt betrayed and lied by this dealer. After someone purchased a car he*she should feel happy or exited about it but that wasnt my case. Im not sure this happened because Im part of a minority but I felt discriminated. I will never return to this dealer.

  Business response

  02/27/2023

  It pains us to hear your feedback regarding your recent dealership experience. I can assure you that our team goes to great lengths so that customers like you have any and all relevant information they need to make the best, most informed ______ decision. Please do not hesitate to contact ********************* here at the dealership @ ************. We would welcome the opportunity to speak with you in more detail about your visit.
  

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  i have contacted the dealer, **** was going to call me back with further information regarding my complaint, but I havent received the phone call yet 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Toyota of Racine Dealer sold me a 2018 Vw Tiguan on 6/23/22 and didn't disclose that it was a ******** import vehicle and the factory warranty is void. The vehicle has a gauge cluster that was tampered with and converted from ******** / KM to US miles and is faulty and doesn't work as a result. I have high concerns that the odometer conversion is not accurate either if it wasn't done correctly considering the rest of the gauges don't function properly from the conversion. the vehicle was also advertised on having features that i now know it doesn't have either. I brought the faulty/ tampered gauge cluster issue to dealers attention day after purchase and have given horrible customer support and limited contact with me. I keep calling and getting told that their service manager or GM will call me back and then they don't and i call again a day or two later and get the run around again. I tried to work with them to have the car repaired but now i just want the them to take the car back. I live 3 hours away from dealer and hard to make arrangements. I was willing to have my local VW dealer fix it but ******* dealer wasn't willing.

  Business response

  07/27/2022

  Were usually known for our exceptional customer service and we regret that we didnt live up to those expectations here. If youre open to discussing this further, please call us at ************** and ask to speak with *********************, our Customer Relations Manager. Wed greatly appreciate the opportunity to make things right and work toward earning back your satisfaction.
  
  
  
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im having an issue with an "accident free" 64k mile 2018 corolla I bought from ******* Toyota of Racine for 20k ($19,900) on september 9th of 2021.The front bumper fell off in our first snow storm of the year, so I had it sitting while I was trying to find a new one (I thought it was really odd that it fell off in 3" of snow...) I then went to start it after I got the bumper crudly put back together with zip ties but the battery was dead so the doors wouldnt unlock.... well turns out the key doesnt work in the door, then I noticed the pin striping was missing from the door, so I started really looking at car and googled the vin, this is what I found out...It was damaged missing the front bumper, dented driver side fender, missing all the fender liners, dented driver side door, damaged door lock, and being sold at an auction in MO for $7200, it failed to sell mulitple times, then appeard to be hastily slapped together to then it sold for ****k about 1 month before I bought it. at 64,165k miles (I assume to the racine toyota.... about 20 less miles than the day I bought it)I tried just brining the car back to them with proof (2/8/2022) but they refuse to take the car back, instead they offered to fix the damage that was caused by the poor installaition of the parts that were slapped on to hide the damage in the first place (they offered it as a here and now or we'll do nothig for you kind of deal), so I accepted the offer but all they did was install the splash guards, main bumper support that was missing, door lock, and install the missing pin stripe, they didn't even replace the damaged bumper cover that fell off because the support was missing.. ((they also noted themselves that it needs body work to align the fender correctly..))I have already tried calling Toyota *** corporate, they have brought the issue to ******* customer relations multiple times over the past week with no reply... no way would I have spent 20K on this knowing the condition it was in.

  Business response

  02/18/2022

  Were usually known for our exceptional customer service and we regret that we didnt live up to those expectations here. If youre open to discussing this further,please call us at ************** and ask to speak with *********************, our Customer Relations Manager. Wed greatly appreciate the opportunity to make things right and work toward earning back your satisfaction

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with this company a few months ago and three times now in the last few weeks my car will not start. First I had to have the battery replaced, then I got new key fob batteries and the next day my car still wouldnt start. And now I have to get it towed to figure out what is wrong with it. I had to leave my car at work! Shouldnt the car been inspected before selling? I called and spoke to the supervisor yesterday about my issues.

  Business response

  02/09/2022

  Were usually known for our exceptional customer service and we regret that we didnt live up to those expectations here. If youre open to discussing this further, please call us at ************** and ask to speak with *********************, our Customer Relations Manager. Wed greatly appreciate the opportunity to make things right and work toward earning back your satisfaction.

*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. ↩