Mechanicsville Toyota

Having owned over a dozen vehicles over the past years, I know a superb dealership when I visit one So I'm confident in saying that if you would like to pay excessive amounts for service and with customer service at a fraction of what a consumer deserves, this is your place! I purchased a new Toyota Tundra a few years ago and have had the vehicle serviced there 80% of the time First, I noticed that during service visits, fluid levels weren't topped off If this small detail was forgotten, what else was overlooked? Second, when corrosion appeared on the battery, I was quoted $for the fix, which could've been easily solved with simple club soda for less than $ The dealership also suggested that my brake pads "barely passed inspection," when a privately-owned service shop said later that they're absolutely fine Oil changes cost at least 20% more than my guy across town as well Each time when I ask the dealership about the inflated prices, they insist that I have a "special" vehicle that has "additional requirements." Really? Also, during the purchase of the vehicle, I allowed myself to get talked into "paint insurance," which means that the vehicle would receive a toufor things that "most customers experience;" I was advised to purchase it especially because the truck is a dark color Later, I learned that this "insurance" doesn't cover wear and tear, but nothing less than an act of God I am incredibly disappointed that in exchange for purchasing a brand-new vehicle, the dealership has done nothing but raked my wallet over the coals since My private service station is a 45-minute drive, but guess who's getting our business from now on?

In regards to Mrs [redacted] Scion XB, the warranty enhancement is covered by Toyota Motor SalesWe would be happy to repair her car under the warranty enhancement if TMS gave us the approval Unfortunately that has not been the caseThe warranty enhancement states that an oil consumption test must be performedWe performed an oil consumption test back in March of and it passedWe have a section in our customer handling guide from TMS that states: Q5: My vehicle currently has engine damage and requires repair before I can have the test performedWill Toyota cover the cost? A5: Repair coverage under this program is dependent on the result of the dealer performed engine oil consumption testAt this time it has not been determined your vehicles engine damage is a result of excessive engine oil consumptionIf your vehicle can be repaired so the engine oil consumption test can be performed, you will be asked to cover the cost of the repairFollowing the repair, the dealer will initiate the engine oil consumption testIf it is determined your vehicle excessive oil consumption the Warranty Enhancement Program repair will be performed at no charge to youAdditionally the cost you incurred to repair the vehicle so the test could be performed will be reimbursable We have made multiple attempts on behalf of Mrs [redacted] to have TMS review her situation and have been referred back to the above Q & AWe have incurred expense in providing Mrs [redacted] a rental vehicle since May while this has been going on because of the compassion we do feel towards Mrs [redacted] s situationThe General Manager has escalated this case to its highest level with Regional managementThey asked about her service history with regards to preventative maintenanceThere is little to no history with Toyota dealershipsWe have requested that she provide informationMost importantly documenting that the oil changes were completed at required intervalsWe are waiting on her to produce these service records? We will hopefully get an inspection from TMS very soon after receiving the recordsAt that point in time, they will make a final decisionIf they do not approve the repair, then she will have to return our rental car until she decides whether she wants to repair at her expenseWe will offer her a substantial discount on repairing at her expense or should she choose to trade in the vehicle for something else, we will show consideration for that as well based on the family loyalty with our dealership Sincerely, Keith L [redacted] Service Manager (804)417-

In regards to Mrs. [redacted] Scion XB, the warranty enhancement is covered by Toyota Motor Sales. We would be happy to repair her car under the warranty enhancement if TMS gave us the approval....

Unfortunately that has not been the case. The warranty enhancement states that an oil consumption test must be performed. We performed an oil consumption test back in March of 2015 and it passed. We have a section in our customer handling guide from TMS that states: 
Q5: My vehicle currently has engine damage and requires repair before I can have the test performed. Will Toyota cover the cost?
A5: Repair coverage under this program is dependent on the result of the dealer performed engine oil consumption test. At this time it has not been determined your vehicles engine damage is a result of excessive engine oil consumption. If your vehicle can be repaired so the engine oil consumption test can be performed, you will be asked to cover the cost of the repair. Following the repair, the dealer will initiate the engine oil consumption test. If it is determined your vehicle excessive oil consumption the Warranty Enhancement Program repair will be performed at no charge to you. Additionally the cost you incurred to repair the vehicle so the test could be performed will be reimbursable.
 
We have made multiple attempts on behalf of Mrs. [redacted] to have TMS review her situation and have been referred back to the above Q & A. We have incurred expense in providing Mrs. [redacted] a rental vehicle since May 2016 while this has been going on because of the compassion we do feel towards Mrs. [redacted]s situation. The General Manager has escalated this case to its highest level with Regional management. They asked about her service history with regards to preventative maintenance. There is little to no history with Toyota dealerships. We have requested that she provide information. Most importantly documenting that the oil changes were completed at required intervals. We are waiting on her to produce these service records? We will hopefully get an inspection from TMS very soon after receiving the records.
At that point in time, they will make a final decision. If they do not approve the repair, then she will have to return our rental car until she decides whether she wants to repair at her expense. We will offer her a substantial discount on repairing at her expense or should she choose to trade in the vehicle for something else, we will show consideration for that as well based on the family loyalty with our dealership.
 
Sincerely,
 
Keith L[redacted]
Service Manager
(804)417-1122

Management immediately responded to her. Apologized for her experience. We presented options that we would pay for on good will basis. Offered to pick up [redacted] so she wasn't inconvenienced. We ended up meeting with her a second time and made concessions on a replacement vehicle. She has traded...

and is now driving a [redacted].

Having owned over a dozen vehicles over the past 25 years, I know a superb dealership when I visit one. So I'm confident in saying that if you would like to pay excessive amounts for service and with customer service at a fraction of what a consumer deserves, this is your place! I purchased a new Toyota Tundra a few years ago and have had the vehicle serviced there 80% of the time. First, I noticed that during normal service visits, fluid levels weren't topped off. If this small detail was forgotten, what else was overlooked? Second, when corrosion appeared on the battery, I was quoted $42 for the fix, which could've been easily solved with simple club soda for less than $2. The dealership also suggested that my brake pads "barely passed inspection," when a privately-owned service shop said later that they're absolutely fine. Oil changes cost at least 20% more than my guy across town as well. Each time when I ask the dealership about the inflated prices, they insist that I have a "special" vehicle that has "additional requirements." Really? Also, during the purchase of the vehicle, I allowed myself to get talked into "paint insurance," which means that the vehicle would receive a touch-up for things that "most customers experience;" I was advised to purchase it especially because the truck is a dark color. Later, I learned that this "insurance" doesn't cover normal wear and tear, but nothing less than an act of God. I am incredibly disappointed that in exchange for purchasing a brand-new vehicle, the dealership has done nothing but raked my wallet over the coals since. My private service station is a 45-minute drive, but guess who's getting our business from now on?

Review: Hello, I am ONLY looking to speak to the[redacted] at this location now, as my experience with Mechanicsville Toyota was the worst possiblel They are Located at: [redacted] Purchased my car on 09/30/2013. The wrong information was given to me during the sale, they broke my CD player, the customer service was the worse, communication was lacking, and my car broke down on me and it hasn't even been 30 days yet! Then they out of "good will" turn around and offer to fix the car and keep it for a week leaving me stranded with no loaner vehicle and they are less than concerned without an apology unless coerced. I shake my head as this has been the absolute worst experience ever and I was also told by this location that their law trumps any and all VA State Lemon Laws, and that they are basically EXEMPT from honoring any and all VA State Lemon Laws. Then they are keeping my car hostage-taking forever in order to stall out the remainder of my 30 days. They also haven't offered me a loaner vehicle knowing I had no other car to drive.Then they REFUSE to cancel my sale and return my down payment so now I am also out of money as well. I need [redacted] to call me ASAP!! My last day to make a difference is tomorrow 10/30/2013 Please interview them, contact them and out because I would also hate to think that this may be a case of racial, age, veteran status discrimination as well as gender discrimination because I am a young, black, veteran female. Signed, Disgusted & Unrecognized CustomerDesired Settlement: I want and request a loan unwind from the [redacted] with the financial company-[redacted]. I want the $1000 down payment returned back to me. I want them to keep the car and uphold to the laws of the VA State Lemon Law under used cars, sold as-is under 30 days. Thank you.

Business

Response:

There is no merit to this complaint. Pre owned cars do have problems. This has nothing to do with Va Lemon-Law.The car was towed in to Mechanicsville Toyota. The repair is not covered component of the service contract . The [redacted] agreed to cover it as a good will gesture. Mechanicsville Toyota covered the labor and parts on the repair. Her vehicle is repaired and ready to be picked up. The loan is funded and title issued. If she would like to trade it in she should contact [redacted].

Review: I purchased a [redacted] from Toyota Mechanicsville, VA, on 12/30/14. I noticed in this summer that there is an extremely foul, unbearable, odor of mold coming from the AC vent. After researching the issue I realized this is a known problem with this vehicle. In addition, the paint quality is poor at best and chips down to the metal easily. I have had, and currently own, much older cars which have withstood years of wear and tear without chipping down to the metal.

When I attempted to ask the service department at Toyota Mechanicsville whether they could service the odor they responded by acknowledging customer complaints of a moldy odor but stated "Toyota's" response is the "customer" should purchase charcoal, and/or change to air circulation flow, and/or use Lysol; neither of which is an acceptable resolution.

When I attempted to exchange the vehicle I was told I have "4K in negative equity" after just 9 months. Note, I completely understand vehicle depreciation, however, I would not be trading this vehicle had it not been a substandard product.Desired Settlement: 1) Repair odor and paint issues which does not reoccur - and - 2) Provide documentation that mold odor is not cancer causing (which is serious concern regarding this vehicle) -or -

3) Exchange this vehicle for another [redacted] 2014 or newer, with no more than 10,000 miles, any color, any model (equal or higher) - or -

4) Allow a trade which does not force me as a customer to absorb the negative equity due to a substandard product.

Business

Response:

Management immediately responded to her. Apologized for her experience. We presented options that we would pay for on good will basis. Offered to pick up [redacted] so she wasn't inconvenienced. We ended up meeting with her a second time and made concessions on a replacement vehicle. She has traded and is now driving a [redacted].

Review: 2011 - We purchased a used [redacted]. We also purchased an extended warranty for this vehicle. Within a week of driving we noticed a surging when operating the vehicle and also the vehicle would stall when in a parking lot. I contacted the dealership and was told to bring in the vehicle. They kept if for a couple of days and then contacted me and informed me they were not able to duplicate the problem.I drove to the dealership and had [redacted] come out to the parking lot, I asked him to sit in the drivers seat and turn on the AC and put the car in reverse, he did and the vehicle jumped about 8 inches. He was shocked, he agreed at that point there was an issue and he kept the car. I was contacted and told the vehicle was fine and I needed to pick it up, I returned to the dealership and picked up my car and within a few weeks it was doing the same thing. I contacted the dealership and explained it was doing it again. I was told to bring it in, at this point I dealt with a different service tech and she informed me that my car was being stored in a "bad place" that apparently I had rats because they were chewing on my wiring. I was offended and aggrevated with her and spoke to the service manager, he informed me that he would take care of the issue and please bring the vehicle back in and I would deal with [redacted] (who was my original service tech). They did at one point keep my vehicle for 6 weeks and I was told the sent the vehicle to [redacted] for diagnostic examination. I was confident that [redacted] would fix the problem. That was not the case. I found no resolution with them and was told they have done all they can do for me. This began to creep into the winter months and I found the problem to be decreasing. 2012 - Once it warmed up again and I began to use the air conditioning and began to experience the problem again. I contacted [redacted] and was told to bring in the vehicle. I did so and they had it for a couple of days, I was told they couldn't duplicate the problem, however when arriving to pick up my car, I immediately experienced the problem. I spoke to the manager of the service department as well as the used car sales manager. I was assured that the dealership was aware of the problem and I would be able to have assistance with the issue because we had a warrenty and we were dilligent in reporting the problem immediately. 2013 - This summer it began again and I contacted [redacted] at the dealership, he told me to bring the vehicle in because he knew me and my issue with this car, he seemed wanting to help. I brought in the car and they gave me a loaner for a couple of days, I was told to come in and get the car, it wasn't something they could fix, but if I wanted to "selfpay" I could have a diagnostic test done. I was very angry at this point because the conversation I had with was the general manager of the dealership. He was extremely rude and not helpful. He said they had taken the car to [redacted] and they had done all they were going to do for me. I informed him that I had service tickets for 2011 and I had contacted the warranty company and in fact [redacted] had NOT informed the insurance policy holder that we had brought the vehicle in for any issue. The warranty at this point in void because it expired. I was so upset at this point. I asked [redacted] which [redacted] dealership the car was taken to so that I could find out what they said, because they were telling me I needed to take the car to [redacted], they couldn't fix it. I contacted an attorney and they said that I could not do anything with the lemon law however I could possibly do something with Consumers Act. I was overwhelmed and angry and not taken care of at all, [redacted] sold us a vehicle that we have had problems with and they haven't honored their agreement in representing this vehicle as sound for driving. I have since contacted [redacted] and they were EXTREMELY helpful, there was no recall on my vehicle but after investigating the situation there was infact a situation with the vehicle lunging and surging and cutting off. They informed me that while they could not cover a loaner vehicle they would set up service and fix the vehicle according to the specifications set out by [redacted].Desired Settlement: I would like the service tickets I have aquired in having this vehicle serviced at other locations and repeated trips to the dealerships without any satisfaction acknowledged and refunded. I would like the expense of the rental vehicle on this final repair with [redacted] to be reimbursed as well. I would also like a letter of apology from the dealership manager and owner. I would like them to acknowledge their lack of customer service and their lack of accountability in this situation. I would finally like them to acknowledge they were liable in not reporting to the warrenty company my service tickets and they should acknowledge that they misrepresented themselves in telling me the car was taken to [redacted] when in fact it was never taken to a [redacted] dealership.

Business

Response:

Miltiple members of our team have spoken to her about this issue. The extended service contract coverage had expired by 30,000 miles. They had driven over 50,000 miles. Any repairs are the customers responsibility . Repair orders are available at any time. Just need to see a service team member.