Towne Toyota

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

Our Service Manager has been in contact with customer regarding Revdex.com complaint. The Customer is bringing vehicle back to Service Department at Towne Toyota Saturday, February 13, Technician is confident in his previous diagnoses, and believes the vehicle will still be leaking, even
after other mechanic had replaced additional parts. If the Technician, does not find a leak we will begin to process the customers reimbursement. If a leak is still present then the technician will replace the Power Steering Pump at no charge to the customer

Review: Towne Toyota installed a Air Suspension System and charged me $100 for installation. The system is leaking air and Towne Toyota is not willing to either fix the air leak or refund the installation charge. The system which cost me $$195 is now useless.Desired Settlement: Since they are refusing to fix the air leak, I am requesting a full refund plus the cost of the air suspension system.

Business

Response:

This customer was unhappy with the performance of the air suspension in their new vehicle. In order to address the customers concerns an identical vehicle to theirs was tested side by side and performed exactly the same when loaded with equal weight. Customer was still unhappy and requested an upgrade to suspension which Toyota does not manufacture. Customer then purchased an air suspension system from an outside company that did not come with a manufacturers warranty and asked if we would install it. We agreed to install it for $100 which was much less than what it should cost. The customer later found the air suspension system to be faulty which is not a fault of the dealership or the installation. Even though there was no fault with the dealership or Toyota, the customer was issued an extended warranty as a goodwill gesture.

Consumer

Response:

I am rejecting this response because: The response is completely false. The installation of the air suspension system was faulty and Towne Toyota ([redacted], the service director) refused to take the responsibility of of their own installation. I had to go to another mechanic to get the issue resolved. The new mechanic showed me the poor installation done by Towne Toyota and he was able to fix the issue. Towne Toyota was not only capable of a proper installation, they were not competent enough to troubleshoot the issue. It was extremity difficult to receive any responses from them via email and phone. I strongly believe Towne Toyota is incompetent and dishonest with their business practices and have very poor customer service. I wanted to discuss the issue with the owner and left several messages and never received a phone call from her.

Business

Response:

Dealer to contact customer and offer him $100 credit towards service... (tire rotation, oil change... )

Review: On Monday March 18, 2013 I brought in my vehicle to Towne Toyota of Ledgewood, NJ for a routine oil change and to check my engine as the engine light was on. After waiting for 1.5 hours I finally got me vehicle back and the engine light was off my car was running fine and I was good to go. I also had new windshield wipers put on. As I was driving home my heat had stopped working and my check engine light came back on. This was around 12:00 pm on Monday. I called Towne Toyota immediately and spoke with [redacted] a service advisor who said yes thats what we told you and when you bring your car back this week for other services we will check it again. That night as I was driving home from work in the snow my heat was not working and neither were my defrosters. At around 9:45 pm on Monday the 18th as I was driving up a hill my car filled up with smoke and fumes and the battery died and all the emergency lights came on. My power steering stopped as I was in the left lane on 280 Westbound. Had it not been for a snow plow behind me who stopped I would have been hit and slammed into the wall. I had to jump out of my car to wait for AAA because of the smoke. When the car was towed to Towne Toyota the next day we were told by [redacted] that the coolant cap was deteriorated on Monday and caused the engine to seize. However the day before there was no mention of a coolant cap issue as I would have had it fixed to avoid this issue. To replace the engine would have cost $7000. The issue was rectified by an outside party for $2500. After several attempts to contact the service department I have been placed on hold, given the run around by the Service Manager [redacted]. Today alone we contacted them numerous times with no answer or call backs. In addition today driving home my windshield wipers were on medium power and one flew off after being replaced and charged last week. Again no phone call or assistance by anyone at Towne ToyotaDesired Settlement: I would like to be paid for the cost to have my engine replaced ($2500) as it was Towne Toyotas responsibility to make sure my vehicle was running properly. They had never mentioned anything with a coolant cap needing replacement which caused the engine to seize. They should be held accountable for what happened to my car as the day it happened I had brought the car in for service.

Business

Response:

Customer originally came in for routine maintenance which does not entail any diagnostics. Technicians do check fluid levels but do not recommend to replace any parts if there is no problem and they can not predict when a part may fail. Once vehicle was towed in the radiator cap was determined to be the problem, unfortunately the vehicle was driven while overheating which caused severe damage to the engine. Our dealership is under new management and is fully committed to keeping our customers satisfied and treating them fairly, unfortunately we can not predict when a part may fail.

Review: Dealer has not ordered a license plates. He sold me a car and issued me temporary dealer plates for 20 days. It has been two+ weeks since dealers plates have expired. I have tried to reach him on the phone, he said that plates are on the way to my house by mail. Week later no plates. Then they have ignored us and transferring our (me and my wife) calls straight to voice mail. So I went online to dmv web to see if vehicle has been registered on my name. It was not registered, even though dealer claimed that he did register. Finally we got lucky and spoke with salesman [redacted] in that dealership, he said that he checked and did not find information about anyone registering car on my name and that license plates had never been ordered. They have never contacted dmv. All iget now is promises and promises. No license plates, car is not registered on my name. We paid $4k down payment for this car. Total amount loaned is $25k. My first paymend for this car will be in few days, and yet car is not mine. Also we have a newborn and need to take her to regular doctor visits. We are forced to drive a car with expired license plates in NYC.Desired Settlement: I need my licence plates ordered and shipped immediately. And I need a proof that it has been ordered or something.

Business

Response:

Dealer was waiting for title from lien holder after payoff. Customer has recieved plates after numerous apologies and commitment to pay any potential overdue registration tickets if recieved.

Review: I brought my car for several repairs to the power steering. On 3 occasions I had to return the car to the service center as the problem kept returning and then was told that there was another part that was not "damaged" at the time of the previous service. Upon my 3rd visit, I was told my power steering pump needed to be replaced and it would cost $875. I refused to get the pump replaced as I started to suspect that they were price gouging me and not being honest about the problem. My suspicions were confirmed when I brought my car to a reputable car mechanic, a little further than I would have liked to have traveled. He told me the pump was perfectly fine and that the seals around the hoses that Toyota charged me over $600 for were improperly sealed and that it was needed to be corrected! I would say that it was a big difference in price! I think this dealership should be investigated, and I would not trust a single person having a problem with their car to get it repaired there. They are a bunch of dishonest people and it is sad that you cannot rely on anyone to be honest with you.Desired Settlement: I am seeking a refund on the initial services done to the vehicle in regards to the initial repairs to the power steering lines as my concern is that the work did not need to be done to the extent by the dealership stated. At the least, they should cover fuel costs and time lost from work for constant trips back to dealership due to horrible worksmanship and cover the costs of the second mechanic to repair the issue that they did not do correctly in the first place.

Business

Response:

Our Service Manager has been in contact with customer regarding Revdex.com complaint. The Customer is bringing vehicle back to Service Department at Towne Toyota Saturday, February 13, 2016. Technician is confident in his previous diagnoses, and believes the vehicle will still be leaking, even after other mechanic had replaced additional parts. If the Technician, does not find a leak we will begin to process the customers reimbursement. If a leak is still present then the technician will replace the Power Steering Pump at no charge to the customer.

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.

Review: Toyota did not honor the dealers warranty.I lease the Toyota carmy 4 months ago only appox 3,600 miles on car. While going to work on a steep hill with snow and ice covered on the road the front wheel drive started spinning than the car just stop moving and slid backwards down the hill. After that the car would not move ,it would not go in to drive it would go in to reverse but not any forward gears.Had it tow to the closest Toyota dealer.They called and said there was excesive reaving rpm of the motor. Witch cause the transmission to stop working. I belive there was no unusual driving for the weather conditions to cause this damage.I belive the warranty should cover it its 2013Desired Settlement: A refund for the repair and also a refund for the car rental

Business

Response:

Dealer working with manufacturer to schedule a time when customer can come with vehicle and repair order and have the toyota rep as well.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I had to pay for the car to get fix out of my pocket appox 4,700.00 also almost 300.00 for a rental. I hope they do have a meeting with someone from corporate instead of a mechanic and a sales person from the dealer it self. I still belive it shoud be cover by warranty ,only appox 4000 miles 4 months old I try calling corporate and never got a response. I would get a call from townetoyota.I think the amount of slipping and slidding because of the weather conditions should not of ruin the transmission like they are saying. They said the warranty was full coverage including the drive tran.Please help Don't know what to doRegards,[redacted]

Business

Response:

As per "freeze frame" data acquired from the vehicle during the time of the transmission failure, it can be determined that the vehicle was shifted multiple times back and forth between drive and reverse with high R.P.M.'s recoreded at 0 MPH. From the data we can assume that the vehicle was stuck in the snow and damage was done to the transmission during use that it as not designed for. Under the terms of the Toyota Manufactures Warranty, this condition is not covered. Towne Toyota has contacted the manufacturer on behlaf of the customer in an attempt to seek assisatnce for the repairs but has been declined. Towne Toytoa can and will do nothing regarding the manufactureres decision. Typically, this repair can usually be clained unter the customers' insurance policy and that recommendation has already been made. IF the customer decides to have the repairs made at Towne Toyota, additional assisatnce can be offered including the complimentary use of a loaner vehicle. Towne Toyota success in our community is the result of our extra effort to assist each and everone one of our customers.

Consumer

Response:

Review: [redacted]I am rejecting this response because:first I would like to know how many times is mupitable??? You said it was shifted from reverse to drive mupitable times 10times???100 times how many times does it take to ruin a brand new transmission with less than 4000 miles on it. But in this case it does not matter because as I said before the car was going up hill and stopped working and slid back down the hill. Than and only than there was shifting to try to get the car to move that's whats coming up as data on your computer. As you stated you are just assuming that was the problem. I would like like proved when the shifting was done before the transmission stopped working or after??Regards,[redacted]

STAY AWAY AT ALL COSTS! Never been treated so poorly or been so disrespected before! Normally, I never write things like this, but they sent me over the edge. When I went to lease a new car, I planned on trading in my old car as a down payment. My sales person took my keys to inspect the car, and I thought nothing of it. After being at the dealership for hours, I realized I was running late for an appointment, so I asked for my keys back and told the sales rep I'd be in the next day. He REFUSED to give my car keys back! It doesn't stop there either! I was involved in a car accident and had called their roadside assistance for a tow. After being told that they would accept the car, even though they couldn't personally do the repair, they refused it! They then continued to instruct the tow driver to take the car to Toyota of Morristown and that they would accept it. NOPE. They didn't want it either. They accumulated $600+ in tow charges and refuse any responsibility on their end! I had my number taken down and received no calls for 6+ hours from them. They actually LAUGHED at me! They talked down to me, they treated me as an inconvenience, gave me attitude and more! They have no idea what customer service is. The only star there is Lisa in their service center. Other than that, avoid them at all costs. STAY AWAY!

Review: We purchased a used certified car from Towne Toyota on 10/26/2013 and we are very dissatisfied with this dealership. Before we made the deal to purchase the vehicle I had an issue with the tires and brought it to the attention of the sales manager. He informed me that when we returned to have work done on the car service would check the tires. Since this was supposedly a certified car the tires had to have at least 5/32" worth of tread. They informed me that the tires were still good and they would not do anything about it. The tires on the car were a 35,000 mile tire and the car had 33,000 miles on it. A few days later I went to a tire shop that I had used in the past and asked him to look at the tires and he informed me the tires had 4/32" of tread and the tires were down to the wear bars and said that the tires were unsafe in wet condition and especially snow. He informed me that we would not make it through the winter with the tires. I purchased 4 tires a week after buying this car because I wanted this car to be safe for my wife driving back and forth to work. Also the night we took possession of the car the tire pressure light was on and when we test drove the car we informed the sales person of the problem and thought as they cleaned up the car they would take care of this. It was not attended to so I went to the gas station to fix the problem. Each tire was down at least 10lbs of pressure. I told the service dept of the problem and they informed me as the car sits it loses air in the tires. A month earlier they performed wheel balacing on the tires, so in a month the tires lost all this air pressure. Another problem was I was charged an additional $289.00 for detailing and an oil change. The detailing of the car was done twice because it was done poorly the first time. After the second time it was still poorly done and I will have to get it done in the spring. I contacted Toyota Corporate directly but have had no success.Desired Settlement: $396.00 for 4 tires I purchased a week after buying the car. $89.00 for exterior cleaning which was not done right twice $112.00 for full interior cleaning. My wife had to clean the stains off the seats, which were not taken care of at the dealership $53.00 for an oil change which was done a month prior to purchase. It would have cost me $35.00 if I took it to my mechanic. This is the difference between the $88.00 I was charged and $35.00 that it really would have cost me.

Business

Response:

The car was certified passed Toyota's certification standards. Customer negotied remotes start in lieu of.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The remote start was not in lieu of tires. The tires were always an issue. If the dealer has something in writing that I signed that says that the remote start was in place of the tires I will be more than happy to drop this complaint, but since I did not sign anything to that regard I am not willing to drop this.

Regards,