Toyota Scion Subaru of New Bern

On April 5, 2016, I asked my wife to bring our Toyota pickup to Toyota of New Bern for an annual state inspection and a scheduled 15k mile service; the latter is covered by the Toyotacare program. The 15k service involves a regular oil change and a tire rotation. The service advisor convinced my wife that the vehicle needed to get a wheel balancing ($39.00), and an induction service ($90.00), which are both unusually excessive given that the vehicle is less than a year old. I feel that the service advisor was unethical and took advantage of the fact that my wife doesn't know much about vehicle maintenance just to make a few extra cash. I attempted to contact the management to voice my concerns and displeasure several times, and the only one who responded was the sales manager who ensured me that their service manager would soon contact me. It has been almost 2 weeks and I have not heard from anyone from the dealership. As I said to the aforementioned sales manager, I believe that their service department's leadership is encouraging unnecessary services and deceive their customers to spend more than they should. As a customer, I think that this practice is utterly unacceptable.

I went to Toyota of New Bern to have my 2004 Tundra repaired. The customer service was great, representatives called me to let me know the status of my repairs. Turn around time for my truck was quick and the mechanics and tech reps were very knowledgeable about what they were doing and explaining. My truck now runs perfectly. Thank you Toyota of New Bern!

I went to Toyota of New Bern to have my 2004 Tundra repaired. The customer service was great, representatives called me to let me know the status of my repairs. Turn around time for my truck was quick and the mechanics and tech reps were very knowledgeable about what they were doing and explaining. My truck now runs perfectly. Thank you Toyota of New Bern!","pos-1

Failure to execute factory recall of air bag repair.We received a factory recall to repair the airbag in our [redacted]- VIN [redacted] last fall and subsequently took the vehicle to Toyota of New Bern. While there we had the driver's side seat belt repaired as well which had been cut to extricate the driver in an earlier incident. We paid the seal belt repair, roughly $400. But when we picked up the vehicle we we told that wires had been damaged relating to the driver's air bag operation and the cost to repair this damage would be $1,600. I suspect workmen damaged wires when then repaired the unrelated seat belt. Or perhaps the dealership by claiming other damage to the sir bag is simply refusing to honor the safety recall. I applaud you providing a forum for consumer complaints of this nature. Toyota of New Bern refuses to remedy this situation. I think other potential customers should know of our experience.Desired SettlementThe repair of the air bag as called for in the factory recall. Business Response The customer brought their [redacted] in for service on 11/10/14 and requested replacement of the driver's side seat belt assembly. The customer stated that her son was in a police chase, he was yanked from the vehicle through the driver's side window and the seat belt was damaged as a result. The seat belt was extended all the way out and would not retract. Upon removal of the driver's seat belt assembly our technician found it would not retract because the connector for the seat belt pre-tensioner was damaged and locking mechanism was broken. Over time the connector could become disengaged, cause a warning lamp to illuminate, and may not allow the seat belt locking mechanism to function properly. To repair this problem the wiring harness would need to be replaced because it is related to airbag function. It is obvious the wiring harness connector had been damaged as a result of the customer's son's incident. This condition is in no way a defect in material or workmanship. The two recalls that were performed on the vehicle had nothing to do with the issue the customer has with the damaged connector. They are explained as follows:Recall E0L: In the seat rail of the driver's side of the subject vehicles (and also the passenger seat in 3 door models) the springs used for the mechanism which locks the seat rail in its adjusting positions could break. This can happen if the seat is adjusted forward and/or rearward with high frequency. If a seat rail spring breaks, the seat may not lock into adjusted position. If the vehicle is operated with a broken seat rail spring the seat could move in the event of a crash, increasing risk of occupant injury. Toyota dealers are requested to replace the seat track assemblies on [redacted] models at no charge to vehicle owner. Recall E0M: The steering column assembly in the subject vehicles contains a spiral cable assembly with electrical connections to the driver's airbag module that could become damaged when the steering wheel is turned. If this occurs, the airbag warning lamp will illuminate, the driver's airbag could become deactivated, causing it not to deploy in the event of a crash. This could increase risk of injury to occupant. Toyota dealers are requested to replace the spiral cable assembly at no charge to the vehicle owner. Copies of the original repair orders and customers invoice stating our findings and showing both open recalls were completed per Toyota guidelines can be provided. Consumer Response Toyota of New Bern's response to this is totally unacceptable. The damage to the seat belt had nothing to do with the operation of the air bag. I gather that Toyota will seek any excuse (or make one up) not to honor a legitimate factory recall. I am appalled. The only way wire in the drivers side wall could have been damaged is by workmen who repaired the seat belt, thereby providing a excuse for the dealer to dishonor the recall to the air bag. Final Business Response Our service and parts director has run a recall inquiry on vin #[redacted] on 3/24/15. All 3 recalls have been completed per Toyota guidelines. There are no open recalls on this vin/vehicle. The repairs the complainant are referring to are not related to any Toyota recall. Repair orders and proof of all recall repairs per Toyota guidelines can be submitted to Revdex.com if desired.

On April 5, 2016, I asked my wife to bring our Toyota pickup to Toyota of New Bern for an annual state inspection and a scheduled 15k mile service; the latter is covered by the Toyotacare program. The 15k service involves a regular oil change and a tire rotation. The service advisor convinced my wife that the vehicle needed to get a wheel balancing ($39.00), and an induction service ($90.00), which are both unusually excessive given that the vehicle is less than a year old. I feel that the service advisor was unethical and took advantage of the fact that my wife doesn't know much about vehicle maintenance just to make a few extra cash. I attempted to contact the management to voice my concerns and displeasure several times, and the only one who responded was the sales manager who ensured me that their service manager would soon contact me. It has been almost 2 weeks and I have not heard from anyone from the dealership. As I said to the aforementioned sales manager, I believe that their service department's leadership is encouraging unnecessary services and deceive their customers to spend more than they should. As a customer, I think that this practice is utterly unacceptable.","neg-1

Not only recommended services that weren't needed but flat out lied about why they were needed. Didn't resolve when they asked me to come in.I dropped my car off for service before I was flying out of town so that everything could be done by the time I got back from vacation. My car was shaking at high speeds so I figured my tires need to be rotated and balanced. The service advisor, [redacted] called the next day with her recommendations. Along with the rotate/balance, she said my brake system fluid, power steering fluid, and transmission fluid needed to be changed due to being BLACK! She also recommended I have an oil change since it was overdue on the sticker and quite a few other things. Less than a couple of months ago, [redacted] in [redacted] had done both the transmission and brake fluid flush so I couldn't believe it was already black. [redacted] once again stated that they were black and she wasn't trying to imply anything but "you can never trust those small places since they don't know your car as well as Toyota does." I went ahead and approved the transmission since I figured that was very important but told them to hold off on the brakes. When I came back into town, I paid the $400+ for the work and took my car home. I called [redacted] in [redacted] to basically ask them what the heck and get my money back for the services and they asked me to bring my car in so they could see the fluid themselves. I brought my car to them and they took me out with it and opened my hood, opened the brake fluid cap and stuck her finger in there to prove it was clear. She also allowed me to take a test strip and test it myself and compare it to the card. It barely even turned light pink! So I called Toyota and spoke with [redacted], the Director of the Service Department I believe, and he asked me to bring the car in to be checked by [redacted] the foreman and [redacted] the lead service advisor. He wanted to verify it for himself and then rectify the situation if needed. So I took time out of my busy schedule to bring it up there. The foreman opened my hood did the check and saw that it was completely clear. He also said he wanted to go ahead and check my oils and said that I was good on that and didn't need an oil change-funny, since two weeks ago they had recommended I get one. [redacted], who [redacted] had told me was in charge wile he wasn't there, told me he couldn't do anything and that [redacted] would have to call me back on Monday morning. Also, he couldn't assure me that I would not have to physically go back up there for the refund "if that was the agreement we came to." So now something that was supposed to be taken care of while I was gone has required two trips to different places to verify and time out of my life and still hasn't been resolved. Not only did they recommend services that weren't even needed, but they flat out lied to me by saying the brake fluid was black.Just in my immediate family, we have bought 5 Toyota Corollas since 2007. I'm a loyal Toyota customer and have heavily influenced friends to buy from the Toyota brand. I fully intended to buy another Toyota when mine finally gave out. But this experience with Toyota of New Bern has left me doubting the integrity of the Toyota brand. They will no longer be receiving my business.Desired SettlementI'm seeking a refund for the services they provided that were recommended outside of what I brought my car in for (rotate/balance tires). They clearly lied about the brake fluid being black so I can only assume that they also lied about the transmission fluid ($159.95), the the adjustment of the rear brakes (49.95), and changing the cabin air filter (20.95). I also would like them to reimburse me for my time in coming up there so they could prove that they messed up. Basically I would like the entire charge from October 29, 2013 refunded. More info received from the consumer 2013-11-11Was contacted by [redacted] at Toyota today. He made a sincere apology and has already taken actions to make sure the service technician who did this doesn't do it again. I appreciate the gestures made by them and withdraw my complaint.

I spoke via email with subaru and agreed that they would buy back my vehicle, [redacted], instead of giving it back to dealership as it was a lease. Instead they returned it without telling me and [redacted] is charging me $985 in excessive mileage charges. I did not get the fees in the Mail until two months later, which concerns me on why it took so long. When I spoke with [redacted] they told me if they had done what they said they would they wouldn't be charging me. I have a confirmation email stating that they "where infact buying the vehicle from me." As a result I am asking them to pay the fees for lying to me and causing issues with [redacted]. Until I pay off the fees it will hurt my credit score if left unpaid.Desired SettlementPay whatever fees [redacted] is charging my account for falsely stating an action.Business Response To whom it may concern, Toyota Scion of New Bern has never sold or leased a car to this customer. We do not have, nor have we ever had, the [redacted] Franchise and are unable to lease or sell a new [redacted] to any customer. At one time we did sell Subaru's, the franchise is now owned by a company called [redacted], they lease both Subarus and [redacted]'s and I believe the customer has confused us with this car dealer.