Team Toyota of Princeton

The client was charged $246 for documentary fees and $200 for ** registration fees. This is reflected on the buyers order the client signed at delivery. All out of state deals must be given a 20 day temporary tag. We use an outside tag company for out of state deals. The turn around time is...

typically 7-10 days. Unfortunately we encountered bad weather and the President's Day holiday which delayed getting the ** plates and registration paperwork done in a timely matter. We overnighted a dealer plate so the client could drive the car while we completed her ** registration. As of 2/26/15, the ** Plates and registration were delivered at the front door. Her ** title is being processed through ** DMV and once complete, the title will be mailed to the client. If the client received a ticket that is specific to registration, we would gladly pay it. Please email a copy of the ticket. All customers are charged a documentary fee, regulated by NJ State law, which we will not refund.

Our Sales director Ron M[redacted] spoke with this customer on saturday 11/19/2016 and everything was resolved

[redacted] was given an estimate reflecting a bumper replace and right fenderliner replacement.  We agreed to this repair and began. Duringthe repair, [redacted] called a couple of times per day over the 3 days, anddemanded his vehicle back and to expedite this repair.  The...

technician andestimator did acknowledge there was more damage than was on the agreedestimate, but re-secured the under shields with the same variety of non-O.E.M.clips as well as a few zip ties for additional help.Upon delivery of thevehicle, the estimator did tell [redacted] that there was more damage andthe under shields could not be perfectly secured.  [redacted] was givena $30.00 discount for his perception of a delayed repair.  He paid thisamount and left.  [redacted] came back to speak to myself a few days later to explain that therepair did not hold and he had loose components of his vehicle.. It at this time that we saw epoxy and hammer marks with obvious grime build upand oxidation.  I invited [redacted] out to inspect the vehicle on thelift with me. I explained that what he was presented with (original estimate)and what he was charged for, were all intact and performed complete.we gave him a price of complete disassembly, measuring with documentation,replacing the structural lower tie bar (previously poorly repaired) and a fourwheel alignment.  I discounted the send repair as well as eliminated anyoperation which was performed in the original repair. The second visit repair cost was $2518.30, discounted to $2019.36 for a discount of$498.94 of 19.8%, plus we covered half of his rental expense.So,  at this time Team Toyota will be not be reimbursing [redacted] for any of his request repairs and or rental fees. Jack D[redacted]Service Director

Complaint: [redacted]
I am rejecting this response because:
The business allowed a car that was unsafe to drive at any speed to leave the lot and endanger both the driver, the passenger and any other unfortunate drivers on the road around the vehicle. It was inexcusably irresponsible for Team Toyota of Princeton to believe that zip tying a large portion of the car back together then sending it back on the road was an appropriate repair, even if only a temporary one. Given the fact that this is a service center it is frightening that they are doing so little to ensure consumer safety and refuse to acknowledge that their initial repair was insufficient and dangerous despite the fact that corporate agrees that it was. It is disingenuous with regards to their written warranty that they are disregarding their obligations to remedy the situation that they themselves created.
Regards,
[redacted]

Our Sales director Will contact this customer to let them know that we will be refunding. We will also confirm there address

Review: I was hearing a rubbing sound when using the brakes at low speeds, so I took my car to the dealer, and they informed me that the problem was caused by after-market brakes that had been installed. They informed me that I would have to pay to replace them. I purchased this car from this dealer certified pre-owned in Dec. 2012 . They should not have sold me this car as certified pre-owned with after-market parts, and then want to charge me to replace them.

Refer to invoice #[redacted] on 07/22/13.Desired Settlement: Install genuine [redacted] brakes at no cost to me.

Business

Response:

Dealership management would like the oppertunity to inspect front brakes and replace with new if needed. Dealership will contact customer to make an appointment at there Convenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: On Saturday 12-28-13 I picked up my car from lawrence toyota after having it serviced. I drove straight home and parked in my driveway. I opened the hood and walked into the garage to get washer fluid. As I was walking back to the car I noticed that my front bumper had a six inch wide scratch from the top of the bumper to the bottom. I know that this scratch was not there when I dropped it off for service because I had just hand washed it before I took it there. I would have noticed a scratch that big. I immediately called lawrence toyota and spoke to [redacted] who was the service advidsor that took care of me when I dropped the car off and picked it up. He told me that they were going to be closing soon and that he would have someone check to see if it shows up on their cameras and get back to me on Monday 12-30-13. On Monday afternoon I still did not hear from [redacted] so I called to ask him if he found out anything. He told me that he just got in and that he would definitly get back to me that afternoon. He never got back to me that afternoon. It is now Tuesday night 12-31-13 and he still did not get back to me. I doubt very much that he will ever get back to me. It is a shame that when I dropped my car off that it did not have this damage but when I picked it up it did.Desired Settlement: At least have the decency to call me back when they say they will and let me know if they saw anything on the cameras. If it was one of their employees they should apologize. I would settle for them offering to buff the scratches out. Having someone buff the scratches out would only take a few minutes and would cost them next to nothing.

Business

Response:

[redacted], Asst. Service Mgr, has contacted customer and apparently this has been resolved. Customer will contact Revdex.com directly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

This was resolved on 1-13-14. Thank you very much for your help. Without your help I would have never been able to resolve this issue.

Regards,

Review: I've had poor quality of service at Lawrence Toyota and have discussed and complained to all levels of management ([redacted]) at Lawrence Toyota service department.

1. Lost the tire valve stem caps.

2. Spilled oil all over the engine compartment.

3. Insecurely mounted hub caps, after tire rotation.

4. Over fill the engine with oil.

5. Replace(2) lug nuts of the incorrect size, after tire rotation, rendering vehicle lug wrench .

On another vehicle:

6. Damage oil drain hole (they claim this was done by road damage, with no other damaging marks in the area aside from a suppose bent oil drain hole area, I have pictures too).

7. Incorrectly re-install oil drain splash shield resulting in it lost and related support clips.

[redacted] (Service Manager) offer replacement parts for the splash shield at full retail value with no labor charges for installation.

I did not accept his offer as this damage was not due my negligence.

He stated he took a picture which showed mechanical damage to drain plug of the oil pan area indicating the car hitting the ground, while no other indicating damage to that section of the car appears.

I took pictures as well and this damage can cl[redacted]y be done with improper torquing of oil drain bolt.

This car was only service by Lawrence Toyota till now June 29th 2013 and is a Used Certified Car by Toyota purchased in April 2012 from Lawrence Toyota.Desired Settlement: Replacement of entire Splash shield and new retaining clips all locations.

Replacement of Oil Pan

New Oil Pan gasket.

New Oil drain bolt.

New Oil drain bolt gasket.

Oil and filter change.

Business

Response:

Customer concerns on issues 1-5 I have no record of. I will be in contact with the customer about them this afternoon.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] requested further clarification of which vehicle are complaint items 1 thru 5 for. Below list the relate Lawrence Toyota Invoices for the 2001 Camry Toyota brought in for service by [redacted].Lawrence Toyota Invoice # [redacted]1. Lost the tire valve stem caps.2. Spilled oil all over the engine compartment.3. Insecurely mounted hub caps, after tire rotation.Lawrence Toyota Invoice # [redacted]4. Over fill the engine with oil.Lawrence Toyota Invoice [redacted] and Lawrence Toyota Invoice # [redacted]Lug Nuts were on the Car at 110,000 mile service in November 2011 as I personally change the oil and rotated the tires, at the 134,888 oil change on June 22, 2013 I personally change the oil and rotated the tires and discovering 2 lug nuts to be different in nut dimension from all the other lug nuts on the 2001 Camry.5. Replace(2) lug nuts of the incorrect size, after tire rotation, rendering vehicle lug wrench useless.

Regards,

Business

Response:

CONCERN 1-3 [redacted] Lawrence Toyotoa offered customer to bring vehilce back to review those concerns, customer declined the request. CONCERN 4&5 #[redacted] & [redacted] Lawrence Toyota was unaware of any such issues with engine oil or incorrect lug size. Therefore never given the opportunity to inspect and possibilty of repairing for the customer. At this point we would not assit in this issue. Concerns [redacted] # [redacted]Customer spoke to [redacted] (Service Manager) dusring this visit and pointed out to the customer the damage underneath of his vehicle. Lawrence Toyota offered to pay labor and customer pay part. Customer declined offer and left. Our offer still stands. But there isn't anything else we can do.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted]s offer is unsatisfactory. His comments to me and his offer, do not resolve the poor quality of service I received at Lawrence Toyota. The oil change cover door missing from the under engine shield assembly is well documented and a common issue.

Regards,

Review: I brought my Prius in to be services because the right passenger wheel well had been pulled under the car and took part of the undercarriage shield with it. Originally I took the car to [redacted] for a very temporary fix, then drove the car ~25 mph down the right lane of RT! With the emergency blinkers on to Team Toyota of Princeton. I told them to repair the car to factory specifications, for which I have documentation. Upon returning the car, I was told by a representative that replacing the undershield was pointless, because further, more expensive damage to the radiator precluded either a new or the old shield from fitting properly. Thus they merely ZIP-tied the handing pieces to the car frame, notable the same repair that [redacted] performed for $34, and I was only told about this problem after the fact. At which point I was billed $880. I was happy to pay for this more expensive repair, but was neither given then option nor told that it was important for the safety of the car or for the drivers behind me. I was told that the car was highway safe, but immediately upon attaining highway speeds, the exact same failure occurred again, throwing debris behind the car and requiring a call to [redacted], which towed me back to the original dealership. This time, they told them the extent of the necessary repairs for rendering the car road safe, which was $2400, which I also paid. In addition, I was expected to pay for an [redacted] rental car for the duration of both repairs, which came to $318.71.Desired Settlement: I would like to be reimbursed for the initial, failed repair, as well as the otherwise unnecessary rentals for a total of $1218.57.

Business

Response:

[redacted] was given an estimate reflecting a bumper replace and right fenderliner replacement. We agreed to this repair and began. Duringthe repair, [redacted] called a couple of times per day over the 3 days, anddemanded his vehicle back and to expedite this repair. The technician andestimator did acknowledge there was more damage than was on the agreedestimate, but re-secured the under shields with the same variety of non-O.E.M.clips as well as a few zip ties for additional help.Upon delivery of thevehicle, the estimator did tell [redacted] that there was more damage andthe under shields could not be perfectly secured. [redacted] was givena $30.00 discount for his perception of a delayed repair. He paid thisamount and left. [redacted] came back to speak to myself a few days later to explain that therepair did not hold and he had loose components of his vehicle.. It at this time that we saw epoxy and hammer marks with obvious grime build upand oxidation. I invited [redacted] out to inspect the vehicle on thelift with me. I explained that what he was presented with (original estimate)and what he was charged for, were all intact and performed complete.we gave him a price of complete disassembly, measuring with documentation,replacing the structural lower tie bar (previously poorly repaired) and a fourwheel alignment. I discounted the send repair as well as eliminated anyoperation which was performed in the original repair. The second visit repair cost was $2518.30, discounted to $2019.36 for a discount of$498.94 of 19.8%, plus we covered half of his rental expense.So, at this time Team Toyota will be not be reimbursing [redacted] for any of his request repairs and or rental fees. Jack D[redacted]Service Director

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On5/12 the bottom engine splash shield partially detached from myPrius. While I recognize that this normally isn't a catastrophicproblem, not only was part of it scrapping along the ground, part ofthe shield was also in direct contact with the front passenger sidewheel. Consequently, I immediately took it to the closest repairshop, which happened to be a [redacted], so that it would be safe todrive to the dealership for a more permanent repair. The initialrepair consisted primarily of zip ties, which I was warned were onlysufficient to get me down the road to the dealership. That turned outto be correct, as the repair failed almost immediately, and I onlymade it the rest of the way to Team Toyota of Princeton with theshield duct taped in place. The Toyota dealership took the car in forrepairs, which turned out to consist primarily of zip tying theshield in place just as [redacted] had done, only this time, on 5/22, Iwas charged $899.86 rather than the $30 I had been charged by [redacted]. Furthermore, as can be seen on the receipt that the dealershipgave me afterwards, they used non-OEM parts, which is explicitlyagainst Toyota policy as was confirmed when I called Toyotacorporate. But much more significant than the price gouging was thefact that the dealership let an unsafe vehicle leave their lot. Theytold me that further repairs would be necessary in order to get thecar back to pristine condition, but neither in person nor on thereceipt was there any mention of the fact that the car wascategorically unsafe to drive. This became obvious when soon aftergetting back onto Route 1, the exact same failure that had ostensiblyjust been repaired happened again. It was only due to sheer luck thatno other drivers were around and the fact that I immediatelyrecognized what had happened and was able to pull off of the roadthat no one was injured. This time, Team Toyota was happy to repairthe car appropriately, and charge me another $2019.36 when I pickedthe car up yet again on 6/10. Since I met with several members of thedealership leadership and tried to explain the situation such that wemight come to some sort of agreement, yet was completely rebuffedeach time, the only explanation for Team Toyota of Princeton'sbehavior is organizational malfeasance.

Regards,

Business

Response:

We didn't Present any offer, please refer to my last email for our position on this matter. Jack D[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business allowed a car that was unsafe to drive at any speed to leave the lot and endanger both the driver, the passenger and any other unfortunate drivers on the road around the vehicle. It was inexcusably irresponsible for Team Toyota of Princeton to believe that zip tying a large portion of the car back together then sending it back on the road was an appropriate repair, even if only a temporary one. Given the fact that this is a service center it is frightening that they are doing so little to ensure consumer safety and refuse to acknowledge that their initial repair was insufficient and dangerous despite the fact that corporate agrees that it was. It is disingenuous with regards to their written warranty that they are disregarding their obligations to remedy the situation that they themselves created.

Regards,

Review: I paid over $500 in documentary fees. I was given a temporary car registration and plates. They were good for only two weeks which no one ever told me. I never received plates or the registration. I called and emailed. I received no response. I received a ticket for driving an unregistered vehicle. Four weeks after I purchased the vehicle the dealer requested my insurance binder via fax. I have still yet to get a call back from management, my sales man, or Toyota themselves. **S dmv has no record of registration for the vehicle. I do no have the title either.Desired Settlement: I want payment for the ticket, the money I paid for document fees reimbursed, money for the defensive driving course I need to take to lower my insurance now because of the points, and I need reimbursement for not being able to drive the vehicle to work.

Business

Response:

The client was charged $246 for documentary fees and $200 for ** registration fees. This is reflected on the buyers order the client signed at delivery. All out of state deals must be given a 20 day temporary tag. We use an outside tag company for out of state deals. The turn around time is typically 7-10 days. Unfortunately we encountered bad weather and the President's Day holiday which delayed getting the ** plates and registration paperwork done in a timely matter. We overnighted a dealer plate so the client could drive the car while we completed her ** registration. As of 2/26/15, the ** Plates and registration were delivered at the front door. Her ** title is being processed through ** DMV and once complete, the title will be mailed to the client. If the client received a ticket that is specific to registration, we would gladly pay it. Please email a copy of the ticket. All customers are charged a documentary fee, regulated by NJ State law, which we will not refund.