Newark Toyota World

Accounting Department has been in contact with the customer. The initial charge was on a debit card and it was not approved for the entire amount. Instead of just paying the difference the customer requested that we void the transaction because she gave us the incorrect card. We voided the original...

transaction as requested and charged the correct credit card according to the customer. On our end it shows the voided transaction and then the new transaction on the correct credit card. There is nothing more we can do. It appears to be on her Bank side of things. It does sometimes take up to 10 business days for banks to release the hold. We have done everything we can do. I wish there were more we could do.

We have contacted Toyota Field Technical Specialist and gave him all of the customers pictures and information. The Field Tech came back to us and stated that our repairs would not have caused this concern. We have contacted the Toyota Dealer in Florida and they were not able to clarify that the repairs we did caused this concern. We then contacted the customer and let her know that our repairs did not cause this concern.

[redacted]   This issue was taken care of on May 21st.  Initially our dealership was told by the manufacturer that both 90 day...

deferment and .9% financing could be offered to all college graduates.  When the dealership sent the contract to the financial institution we were told it couldn’t be done.  After both sides got legal counsel involved the situation went beyond ninety days he was originally requesting.  Mr. Barnes signed a new contract at the original terms three months later.

[redacted]
 
[redacted] originally brought his vehicle in on January 29,2014 with a concern due to the check engine light. We diagnosed the problem and recommended [redacted] replace the transmission of the vehicle. [redacted] did not want to pay such a large amount of...

money, and asked us to replace a shift solenoid. We advised him we would do this, but that felt it would not improve the condition. He insisted we replace the solenoid, and we complied.
 
He was back again on the 10th of March with the same concern – we again recommended a new transmission, and also advised [redacted] that his car may need an ECM (engine control module) as well as the transmission. He took his vehicle, and then returned on the 13th of March, and asked us to install a new ECM, but declined the transmission. We advised again that we did not believe this would resolve the issue with the vehicle. He also said he had consulted with an independent shop who had advised him to replace the ECM. When he returned to pick up his vehicle, he said he did not want to pay for the installation of the ECM.
 
We feel that [redacted] has consistently failed to follow our recommendations and/or has second guessed our diagnosis of his vehicle.
 
In summary, we do not feel we are responsible for returning any monies to [redacted].

Again; Recalls are our top priority here at Newark ToyotaWorld and we do our very best at scheduling as many recalls per day as we can handle. Our Policy is when there is a remedy we will order the part for each customer as they come available and keep a list of those customers. We will contact the customer in order as they come in. At no time, do we tell a customer to keep calling back and if we had done so, it was by mistake. If the customer would like to supply me with his phone number that he called in on, I will pull the recording and it may be a training opportunity. I checked the phone numbers that we have on file and do not see any calls in or out. It is our policy to instruct our customers to call back for an appointment when they are notified by letter from TOYOTA stating there is a remedy and the parts are available. All Toyota Customers involved received a letter from Toyota sometime after July.
This was the interim notice that states; “The remedy, when available, will consist of installing retention brackets designed to prevent the inflator chambers from entering the vehicle interior if separation occurs”. The customer will receive another letter when the Remedy is available. The customer can then call to schedule an appointment to have the remedy performed. Toyota is in control of sending out this letter and for this reason, we do NOT keep a list of customers to call back.
To sum it up, Toyota does keep a list and will notify customers when the Remedy is available.

Customer brought vehicle in for no a/c ,technician confirmed customer concern by performing ac leak check and determined vehicle ac evaporator was defective. Customer was given estimate to repair ac unit customer agreed. Customer was given a loaner vehicle while repairs were being performed....

vehicle repairs were performed technician tested ac system and noted vehicle ac is blowing at 40 to 50 degrees depending upon the humidity level. tech notes vehicle ac system is operating as designed . Customer picked up vehicle sure of the time line as to how long it took at the time of pick up, however the performance of the ac system which was her concerned and repair is fixed and operating to Toyota Manufacture  specs. After Customer picked up vehicle customer spoke with service manager indicating her transmitter for alarm was not working, the service manager personally went to her employment and retrieved her keys went to customer residence pick up vehicle and brought it to Newark Toyota service center and repaired alarm system at no additional cost and returned vehicle to customer resident and then returned keys to customer at her job . Several days later customer called and stated she was inconvenienced and want $600 refund. Service manager advised her if there is a problem with any repair that was made it would be corrected and will schedule the vehicle to be inspected. Customer relation manager has contacted customer and scheduled a re-inspection on 8/31/2016. Customer is not entitled to and refund because she feels inconvenienced.

The situation has been resolved to the clients satisfaction Mr [redacted] is completely happy and doesn't hold the dealership responsible for any misprints or errors

This vehicle was in for a frame replacement as a warranty enhancement not a RECALL. When we replace the Frame we do it with care and put everything back that is present at time of replacement. If there is something missing or loose, it will still be missing and or loose when it is returned to the...

customer. I am not sure what happen with the dent and scratches, may have happen in the parking lot. There are times that things will break during the replacement of the frame due to age/rust. We are not responsible for such items as the vehicle is owned and operated by said customer. We have tried to make this customer happy by entertaining his concerns on his 2003 Tundra. The vehicle is 13 years old and may have things that break when attempting to replace the frame at no charge to the customer. The Customer is responsible for any additional expenses that may come up during the Frame Replacement. He currently has no bill. If he would like to trade the vehicle in to our sales department, I will put him in touch with a sales person. Toyota is not buying is vehicle back nor offering to give him a 13 year newer vehicle at no cost. We are going to repair the Dent and scratches at no charge as a goodwill gesture as it states on our Repair order that damages to the vehicle while in our parking lot are not our responsibility. We have also repaired the Steering column  and battery tie down at no charge to the customer as well as the exhaust leak that may or may not have been a result of the Frame replacement. Again, any resulting repairs that are required during the frame replacement are the customers responsibility. The vehicle is operating as designed.

Review: I am having a dispute with the car dealership that I purchased my 2014 Scion XB. The name of the dealership is Newark Toyota World in Newark, Delaware. I financed the car on 3/6/2015 and received a contract and a vehicle invoice that shows proof of purchase on that same day. The contract does not say that it is pending and is clear about the terms of the agreement. A business manager at Newark Toyota World named [redacted]., approved and signed the contract as a representative of the car dealership and Toyota. He directly handed me a signed copy of the contract and vehicle invoice and told me everything was final. On 3/13/2015, I received the first of many calls from Mr. [redacted] explaining that I had to sign a new contract immediately and that the legally binding contract we had previously agreed upon, signed, and each had copies of was not valid because he made a mistake. [redacted] said that I am not supposed to get a 90 day deferment and .9% APR together and that they are two separate deals. Those numeric figures come from a promotion called "the Scion College Graduate Program" which states that college graduates will receive a $750 rebate and a 90 day deferment. The .9% APR came from another promotion that states that on select Scion models you can receive .9% APR and the 2014 Scion XB is one of those select models. Mr. [redacted] said that I should not have received both the 90 day deferment and .9% APR and admitted to his mistake. Mr. [redacted] said that during the first week I had the car (3/6/2015-3/13/2015) he was trying to get Toyota to accept the deal and they would not accept it because of his mistake. He threatened that if I do not agree to a new contract he will have the car repossessed. When I replied that he must honor our current contract because it is legally binding, he stated that our contract meant nothing because Toyota had not agreed to it. He has relentlessly harassed me since then and is trying to pressure me into signing a new contract.Desired Settlement: Honor our current contract by upholding all of the terms we agreed to which led to the sale and purchase of the car and stop harassing me.

Business

Response:

[redacted] This issue was taken care of on May 21st. Initially our dealership was told by the manufacturer that both 90 day deferment and .9% financing could be offered to all college graduates. When the dealership sent the contract to the financial institution we were told it couldn’t be done. After both sides got legal counsel involved the situation went beyond ninety days he was originally requesting. Mr. Barnes signed a new contract at the original terms three months later.

Review: We bought a brand new vehicle battery at the TOYOTA dealer in stamford, CT (www.toyotastamford.com) on 09/23/2014 with one year warranty (the invoice number is 16261). On 09/05/2015, the battery was drained out and dead. We just moved to Delaware and have to tow our vehicle to the TOYOTA dealer in neward, DE (newarktoyotaworld.com). But they refused our warranty claim though the warranty clearly stated that all TOYOTA dealer should accept it. As a result, they charged us $183.71 ( the invoice number is 84311). We have the receipt from both dealers and the warranty claim as our supportive documents.Desired Settlement: Please adjust our bill and refund the battery expense.

Business

Response:

When Ms [redacted] produced the proper(showing us the original receipt) we reimbursed her the $183.71 on Sept 18th.

Review: We purchases a Toyota Camry in 2011. Toyota World has contacted us several times "offering" the opportunity to trade in the vehicle for a "better deal". We indicated that we currently have a 0% loan and that we were not interested in trading the car in. They continue to call several times during the week - they hand up and do not leave messages, they ignore my husband when he answers and hang up on him, they call my cell phone. We are constantly being harassed even after telling them to remove our names from their call list. We told them on Sunday (4/27/14) that if they called again that we would file a complaint with the Revdex.com. On 5/1/14 (4 days later), they called again. This is harassment and should not be tolerated by any customer.Desired Settlement: We would like Toyota to stop calling us for "trade-in" opportunities - if there is a recall, leave a message or state that to the person that answers, instead of being belligerent.

Business

Response:

The following is in response to your May 1st letter regarding the above referenced case.

Newark Toyota World has placed the [redacted] on a "do not contact" list. We have also notified vendors who solicit business on our behalf to remove the [redacted] from any and all lists associated with Newark Toyota World and/or their vehicle. The only communication we have not eliminated is from Toyota corporate. This correspondence is necessary to contact the [redacted] in the event of a recall on their vehicle • and would only be communicated via mail. We have apologized lo [redacted] and have let him know the actions we have taken to make sure this will not happen again.

If you have any questions or need additional information, please feel free to contact me at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I bought a 2004 Dodge truck for this dealer 11/20/2014, I paid cash for the vehicle. They also had me pay for title,pa taxes and transfer of my license plate, for the new vehicle. They placed a temp tag on the vehicle and stated the rest will come in the mail, I thought this was a little strange but they stated they do it this way many times so I agreed. today is the 16th of Jan 2015 I called the dealer about a week ago and told them I didn't recieve anything and my temp tag is about to run out on the 18th of Jan. They told me it was held up due to they did not recieve my trade in title, well that was false, I gave it to them at time of trade-in . Then I called back a few days later and they gave the excuse I signed the title in the wrong place, I never signed any title. I spoke to a sales manager named Jim and he just seemed to pass the buck to somebody who handles there titles, no sadisfaction there. So in two days I have a vehicle I cannot drive, and is not legal for the street.Desired Settlement: I either want all the fees I paid for transfer, license, title and taxes with the title for the truck refunded so I can registure it in Pa. myself, or Another temp tag to legalize my vehicle and to recieveall documents as paid for and promised.

Business

Response:

We had called the Customer immediately after receiving this complaint back in January. The customer had already received the tags by the time we called. We spoke to the ciient again last week to make sure he was still satisfied and he again stated he was satisfied with our efforts to resolve the issue.We always trive to resolve any wstomer issuesin a timely manner. My apologies if our re.sponse didnot reach your organfz.ation. My uoderstandi.ng was we had faxed this in January

Review: Precertified Toyota Sienna XLE purchased from Newark Toyota World on May 28, 2015. Price paid in full with personal check of $32,958.

VIN #: [redacted]. I have not received the Vehicle Title, which is obviously needed for vehicle registration in NJ and for insurance. I have called at least 3 times. The last call was on 8-24-15. It is difficult to reach a human being at Newark Toyota. I have left voice mail messages. It is difficult to understand the voice mail recordings; they are garbled.Desired Settlement: Receive Title of vehicle

Business

Response:

All documentation including registration and title were processed and sent to [redacted] via United Stated Postal Service. Tracking number [redacted] It showed delivered on 8/27/2015.

Review: On January 29, 2014, I dropped off my car, a 2009 Toyota Corolla, to the service department of Newark Toyota World. It was for a transmission problem that both my personal mechanic and a local transmission repair owner both inspected themselves. I advised their customer service rep, Aamir Hull, that both my mechanic and a local transmission repair man recommended that the transmission computer be replaced & that would resolve the problem. I even spoke to one of their skilled transmission techs, [redacted] (sp may be incorrect) and he confirmed that he spoke with my mechanic, and acknowledged the replacement of the computer is not unusual, and that he personally had done it several times. However, [redacted] did not work on my car, but another skilled transmission tech, [redacted]. He personally advised me that, upon inspection of the transmission, he would not replace the computer, but rather replace the solenoid and blank out the existing computer. I was then to drive the car for the next several weeks as the computer relearned my driving patterns and eventually work itself out. I paid the invoice, $557.00 on 2/01/14, and took the car home, but the problem persisted. After five weeks, I returned the car back to Newark Toyota World, on 3/13/14 and again, advised the service tech, Aamir Hull, that it was the recommendation of both my mechanic and local transmission repairman, that the computer be replaced. Only an authorized dealership had access to the parts and codes, otherwise I would have had it done somewhere else. At this time, I advised Aamir that I wanted to work out a fair compensation plan for the work that I originally paid for but which did not result in any improvement. On Wednesday, 3/12/14, I spoke to a Service Manager, [redacted], and reiterated my intention to fairly compensate Toyota World for their expenses of the first repair, but expected some sort of discount to compensate for payment of work that did not result in any improvement of the transmission. [redacted] told me in that same call that he would look into it and call me back before the end of that week, but never did. I dropped off my Toyota on Thursday March 13, for the work to be completed on Friday, the 14th. When I had not heard back from a representative at the service center, I called for Aamir that afternoon, and was advised that the part had not been ordered in a timely manner, and the work could not be completed until Saturday. I was promised that my repair would be scheduled to be one of the firsts. By late Saturday afternoon, I put a call into their service department, asking that the evening shift manager, [redacted], return my message with an update of the repair. He never did. I placed a second call two hours later, with no response. At this point, my wife and I drove to the service center to pick up my car, assuming that the work had been completed, only to be told, that the job had been overlooked and the work had never been started. I reiterated at that time, that while it was acceptable for them to complete the work at that time, I would not pay for it, until I had the opportunity to speak with their management and work out a fair and acceptable agreement. No one at their business said that would not be acceptable. The work, replacing the transmission computer, was done in a timely manner, but I was expected to pay for it in full, a value of $623.16, before I could have my car back, to which I disagreed. At this point I met [redacted] for the first time. He advised me that the reason I could not have the car back until I paid for it in full was because of "policies and procedures", reasoning in his words, that should the car be in an accident, they would be out a computer part. I assured [redacted] that my auto insurance would cover any necessary replacement costs, that I had been a loyal Toyota customer since 2009, that my wife and I would be more than happy to pay the difference between the work that did not fix the problem and the work of that night, which did result in solving the problem. We even asked [redacted], since he told us that he was not authorized to make that decision, to contact his supervisor, who was home, explain the situation to him & get his answer. [redacted] called [redacted], twice, to discuss the matter, and both times, they would not allow us to have our car back until we paid in full. My wife & I concluded that the only way to get our car back was to pay the full amount of $692.40. We asked if either [redacted] or the other Service Manager, [redacted], contact us on Monday to work out an acceptable remedy. Neither did. I called and left a message on Monday, 3/17/14, but once again, no one from their service department returned my call.Desired Settlement: In consideration of the unprofessional manner we were treated by the management of the Service Dept of Newark Toyota World, and because service rendered in January was mis-diagnosed despite repeated requests on my behalf to what needed to be done, we would like a refund to the same credit card we used to have the computer replaced on March 15, for the amount of the original work, $557.57.

Business

Response:

[redacted] originally brought his vehicle in on January 29,2014 with a concern due to the check engine light. We diagnosed the problem and recommended [redacted] replace the transmission of the vehicle. [redacted] did not want to pay such a large amount of money, and asked us to replace a shift solenoid. We advised him we would do this, but that felt it would not improve the condition. He insisted we replace the solenoid, and we complied.

He was back again on the 10th of March with the same concern – we again recommended a new transmission, and also advised [redacted] that his car may need an ECM (engine control module) as well as the transmission. He took his vehicle, and then returned on the 13th of March, and asked us to install a new ECM, but declined the transmission. We advised again that we did not believe this would resolve the issue with the vehicle. He also said he had consulted with an independent shop who had advised him to replace the ECM. When he returned to pick up his vehicle, he said he did not want to pay for the installation of the ECM.

We feel that [redacted] has consistently failed to follow our recommendations and/or has second guessed our diagnosis of his vehicle.

In summary, we do not feel we are responsible for returning any monies to [redacted].

Review: I visited the Toyota dealership on 5/8/15 because my VW Jetta was staggering. I also mentioned my driver window wasn't rolling down and that I needed an oil change. The gentleman by the name of Steve assured me that they could diagnose my engine and resolve the issue as well as the other problems. I had to get a rental and dropped my car off around 9am. When I returned to pick my vehicle up around 7pm I was advised all my issues were resolved besides my engine issue and that in fact they don't even carry the appropriate tools to fix that issue. The mechanic told me to use better gas and to warm my car up in the mornings. My car continued to stagger so I revisited the shop and was told there was nothing they could do. I was charged $356 for repairs and $35 for the rental.Desired Settlement: I feel as though I was taken advantage of because I'm a young female they preyed on my ignorance of car repairs. I was extremely specific with them that I didn't want anything repaired until my engine was resolved and they took it upon themselves to fix the minor issues. And the fact is they don't even have the proper tools to even figure out what the issue was in the first place. I would like to have my money back. I've contacted their corporate office and filed a formal complaint.

Business

Response:

Customer Visited Toyota dealership 5/8/15 with VW Jetta was staggering, Drivers side window wasn't rolling down and an oil change. We performed an oil and filter change, provided a rental vehicle, Test drove the vehicle for a drivability concern, replaced a tail light bulb and diagnosed and repaired the window not going down as requested. The drivability concern was not duplicated nor did we charge for anything related to the concern. Customer too test drove the vehicle with our technician and could not reproduce the concern. Newark Toyota World repaired the vehicle as requested. Sent on: 7/24/2015 4:00:53 PM