Toyota of Wallingford

Complaint: [redacted]
I am rejecting this response because:I was never informed that rotating and balancing tires every 5k miles was a specific requirement.  Nor is it specified in the contract.  The contract says I am to perform all recommended maintenance at Toyota of Wallingford.  When I purchased the vehicle, I even had a long conversation about the details of the service contract, and we discussed what the requirements were.  I had mentioned to my sales rep that I had been warned by a former Toyota of Wallingford employee, now working at another Toyota dealership where I had shopped earlier, that the service contract was a gimmic and that they wouldn't honor it.  So I was sceptical to begin with.  The sales rep at Toyota of Wallingford assured me that all I had to do was to bring the vehicle in every 5000 miles, and let them perform all the recommended service.  I even asked for examples of what the recommended services were, and the response was that I was thinking into it too much, and "don't worry [redacted]" we'll always advise you on the maintenance your truck needs.  Looking back, this would have the perfect time to mention the tire requirement that you're now saying "eliminated me from the benefit program".  The truth is I always performed any maintenance your employees ever recommended.  And sometimes they did recommend rotating tires, and I did every time they recommended it.  The vague wording in the contract should not be used as a loophole.  My tires now have over 80,000 miles on them, which proves I'm not abusing them.  My request for replacement tires is fair and just.  We had a deal.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was not contacted regarding a follow up on discussions with management and the finance department and the abusive handling of my purchase. I was told by Diane that Dan would call me regarding my loan and the exorbitant monthly payment. That he was leaving for the day and that he would call me the day after next because he was off the next day. He did not. My papers were signed and so that was that, and they did not have to legally make RIGHT the mishandling/mistreatment of the contract. I contacted Toyota Corp. and they took the time and explained what and how I could resolve my predicament given the difficult situation being put under by the dealership. The words they have provided in response to my complaint are not true and only confirm how unprofessional and dismissive to me as a customer. If they do not know what else to do about my complaint of the handling of my purchase  SHAME ON THEM !!!!! Taking no responsibility for their actions, lying and placing blame on me is inexcusable, AGAIN UNPROFESSIONAL!!! They have considered this closed but they should not. Disgraceful !!!
Sincerely,
[redacted]

February 17, 2015
[redacted] of Wallingford Response:
 
When [redacted] first visited our dealership he stated that he was looking for a very basic pickup truck.  He stated that he had some real estate properties that he worked on and just needed something to haul materials and tools...

in.  He had a price point in mind and wanted to stick to it.  We provided him with a detailed Vehicle Specification sheet that clearly indicated the lack of a rear seat.

-----Original Message-----From: [redacted]Sent: Tuesday, May 31, 2016 9:46 PMTo: [email protected]: ResponseOn May 5 at 10:43am I had responded to Revdex.com with the...

following narrative:Hello,I had initially placed a complaint with you on 5/2/2106 with the ID# 11424491.On May 3, 2016 I received a call from the customer relations representative from Wallingford Toyota when we discussed the complaint and developed a plan to remedy the problem.On May 4, 2016 I received the documents I had been asking for as well as the check to reimburse the money I had paid toward the excise tax.I appreciate your support and now feel that the issue has been resolved.With gratitude,[redacted]

[redacted] has spoken with the Service Manager regarding damages to her vehicle.  We have scheduled an appointment for customer to drop vehicle off on July 6, 2016 and will provide customer with a loaner vehicle.  Consider this case closed

Complaint ID#:

...


[redacted]


Company Name:


TOYOTA OF WALLINGFORD


Company Contact Name:


[redacted]


Company Contact Phone:


[redacted]


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


**No Response**


Complaint Information:


REGARDING THIS COMPLAINT FROM CONSUMER [redacted], WHEN SHE BROUGHT THE [redacted] IN FOR SERVICE SHE NEVER INFORMED THE SERVICE ADVISOR NOT TO PUT IT THROUGH THE CAR WASHAFTER SERVICE WAS COMPLETE. ALSO, IT WAS CLEAR THAT CONSUMER HAD AN AFTER MARKET KIT INSTALLED FROM AN OUTSIDE SOURCE. WE NOTICED THE PAINT WAS BUBBLING AND WAS NOT SOMETHING THE CAR WASH WOULD HAVE DONE ESPECIALLY IN A MATTER OF MINUTES. THE FRONT GRILL WAS COMING OFF DUE TO CAR WASH HOWEVER WAS NOT BEING HELD ON SUFFICIENTLY AS IT SHOULD HAVE BEEN. WE DID REPAIR GRILL AND TOYOTA OF WALLINGFORD, BY NO MEANS, WAS NEGLIGENT WITH CUSTOMERS VEHICLE AND WILL CONSIDER THIS CASE CLOSED.


Sent on:


9/12/2014 10:27:16 AM

Complaint: [redacted]
I am rejecting this response because:
While I did not notify the technition to not put my car through the car wash on July 22, 2014; I did call and file a complaint after my 10,000 mile oil change when there were fine scratches on the roof of my car after it had been washed, and requested for it to be put in my file for it to not be washed from that point forward. When I had my 15,000 mile oil change, it was not washed per my previous request and I assumed the same would continue. I had no reason to believe a reminder had to be made during my 20,000 mile oil change. I did however, make it specifically clear that my car has an after market full body kit and rides low in the front. I had the technition make a note on the paperwork for special care to be given to my car. She said to me that they have experience with body kits and would be extra careful. I am not denying that my car has an after market full body kit, however, that does not mean that damages done on their property should not be properly taken care of, especially when I made this fact clear before my car was serviced. The front bumber has symetrical scrape marks under the rim, which coincides with the pressure points that would cause the bubbling on the front bumber. Also, the left upper portion of the bumber that was pulled out and the grille, has already been identified by Toyota as a cause by their negligence which is why they fixed it that day. However their repair was not sufficient because it did not hold longer than 24 hours. I believe their fix was done for them to take pictures and to have me leave their property that day, not for a long term repair. My left side skirt is still damaged, and has been identified by the professional who did the original work, by the fact that they put my car on a two arm lift, which applied extreme pressure and pushing to the sideskirts, causing the damage. Both the mechanic and the GM admitted to me on July 23, 2014 that my car was put on a two arm lift. Because they were notified that my car had a full body kit, it should have never been on a two arm lift to begin with, further proving their negligence. Instead, it should have been put onto a ramp lift which is the type they used to evaluate the car on the July 23rd. In response to the comment, "By no means, was [Toyota of Wallingford] negligent with customer's vehicle"; when my car was placed on the ramp, I had noticed oil dripping from my car to realize that the pan was not properly sealed during the oil change and needed to be replaced. Had I not noticed this, my motor would have blown from the leak. This is proof of their negligence with my vehicle beyond the damage done to my body kit. I would like my car to be restored to the same condition it was when I dropped it off. I am still requesting for it to be handled professionally by the company who originally did the work because I would like the repairs to be done correctly and with trust of longevity. 

Sincerely,
[redacted]

MR. [redacted] CAME TO TOYOTA OF [redacted] ON APRIL 3, 2015 TO HAVE SCRATCHES BUFFED ON THE BED SIDE OF HIS [redacted] AND ALSO HAVE REPAINTING DONE ON THE TAILGATE FOR EXISTING SCRATCHES THAT HE IS CLAIMING WAS DONE HERE WHEN HE WAS HERE FOR HIS SERVICE ON MARCH 7, 2015, CLAIMING IT MUST...

HAVE BEEN DONE IN OUR CAR WASH.    HE SPOKE WITH THE GENERAL MANAGER, [redacted] INSISTING THAT THE SCRATCHES WERE DONE HERE UPON SERVICE.  MR. [redacted] EXPLAINED THAT THERE IS NOTHING IN OUR CAR WASH THAT WOULD HAVE PUT THOSE SCRATCHES ON HIS TRUCK BUT IN GOOD FAITH AGREED ON MR. [redacted] BEHALF HE WOULD HAVE THEM REPAIRED.  WHEN MR. [redacted] CAME TO PICK THE TRUCK UP (WHICH LOOKED PERFECT) HE WAS COMPLETELY SATISFIED WITH HOW THE TRUCK LOOKED.  SEVERAL DAYS PAST AND MR. [redacted] CAME BACK TO TOYOTA OF [redacted] COMPLAINING THAT THE PAINT HAD PEELED OFF.  WHEN I EXAMINED THE TRUCK IT LOOKED LIKE HE HAD PEELED OFF THE TOYOTA OF [redacted] LOGO THAT WAS ON THE TAILGATE CAUSING THE PAINT TO BE REMOVE. WHICH HE ADMITTED TO.    WE TOLD MR. [redacted] AT THE TIME HE PICKED UP THE TRUCK THAT THE PAINT USUALLY TAKES SEVERAL DAYS TO FULLY DRY.  KNOWING THIS, MR. [redacted] STILL PEELED THE STICKER OFF CAUSING MORE DAMAGE TO THE TAILGATE.  WE EXPLAINED TO MR [redacted] THAT WE WENT ABOVE AND BEYOND TO REPAIR SOMETHING THAT WAS NOT DONE HERE IN THE FIRST PLACE AND THAT IT IS HIS RESPONSIBILITY TO REPAIR HIS TRUCK THAT HE DAMAGED.  WE ARE CONSIDERING THIS CASE CLOSED AND THERE IS NOTHING ELSE OWED TO MR. [redacted].

The Customer Support Program for this model Truck was on certain 1995 through [redacted] Vehicles.  The Supplemental Frame Warranty Coverage is offered for a period of 15 years with no mileage limitation from the vehicles date of first use[redacted] which was effective...

through 11/12/2013. [redacted] first service claim for frame rust was 06/03/2008.    Vehicle was inspected for frame rust  op code 8711B1,  result was ok and recommended having the frame inspected in one year.    Customer came back in November, 2010 (17 months later) Inspected frame for perforations.  It was documented that there was a lot of rust however, was not rusted through.    Again, customer was informed  frame warranty expries 11/12/2013 and would inspect in one year.  Customer back September 24, 2012 (22 months later) inspected frame and vehicle passed inspection, result noted, ok.  Again, was noted has rust but did not perforate frame.  Next visit was March 11, 2013.  Frame reinspected and no perforations.  Customer not in to have frame inspected before the expiration date of 11/12/2013. Nothing owed to customer at this time.   Diane R[redacted]Customer Relations Manager[redacted]

Complaint: [redacted]
I am rejecting this response because:
the transmission was failing when I first brought to you in October just cause you did not detected when you test drove for 2 minutes does not mean that it was working properly and yes I drove it and it continue to stalled here and there but then it would work on and off that's why I didn't contact the dealer sooner. dealer just doesn't want to admit to their fault I know it was a transmission failure all along. own up to your mistake and refund me.
Sincerely,
[redacted]

Cooler lines replaced due to failure.  Transmission lost fluid due to cooler lines leaking.  Service road tested vehicle after repairs of the cooler lines, vehicle was shifting as designed.  There was no reason to replace the transmission assembly due to no failure with transmission.  As a dealer we would not replace a part that is not necessary.  Dealer would not submit false claims to extended contract.  Customer drove vehicle for 3,100 miles without contacting dealer with any concerns.  Customer would not have been able to drive vehicle 3,100 miles if transmission was faulty.  We will consider this case closed, dealer not responsible for reimbursing anything.

Mr. Blount purchased his [redacted] in October 2012.  A used car safety check was performed in October 2012 with the mileage of 75,530, used car technician did not find car needing a converter and if it did, Toyota of Wallingford would have completed all repairs before...

putting on our lot to be purchased.  Also, car passed all Connecticut required emmissions.   Customer has not been to Toyota of Wallingford for any servicing since time of purchase and came back in March 2014 with the mileage of 112,018,  claiming he was sold this vehicle without a catalytic converter.   In March 2014 we did diagnose vehicle needed a Catalytic converter and were willing to work with our customer and decided, even though car was not sold that way, he would be resonsible for paying for the after market part of $350.00 plus tax and we would cover the installation and labor.  Have not heard from customer as of yet.  Toyota of Wallingford will consider this closed with no further dispute.

Complaint:...

[redacted]
I am rejecting this response because: the issues to be addressed were poorly fixed and details were overlooked before returning the car, dropped it off for problems caused by the dealership only to have another piece of the rear reflector broken noted by customer at pick up, in addition to white substance on car in various location, service department continued to debate with me about the damages to the car even while in the dealership lot at time of car pick up. Was told car was inspected prior to my arrival of picking up the car yet things had clearly been overlooked such as the rear reflector damage and still with broken front license plate holder.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:when I brought the car in October it was a transmission shifting issue and a leak which the dealer failed to repair and just patched up with some hoses and fix the leak causing the transmission to suffer more and completely give out 2 months later in December I was never negligent, the dealer was negligent for not replacing the transmission in October while I was still under warranty and letting me take the car home and drive it for two months until it finally gave up. the dealer is responsible for not taking care of my transmission in October and replacing it completely instead of fixing the hoses only, when the issue was a bad transmission shifting improperly from the beginning. I went there in October with a bad transmission, was told the transmission appear to be ok and two months later the transmission which was the issue all along gave out. I am very disappointed with wallingford toyota's service and their lack of willingness to help me after I paid 25,000 dollars for a car. I will never buy a car from them again and I sure will deter anyone from buying from them because when I need it them the most they failed to help. I still hold my ground that they were negligent in properly diagnosing and repairing the issue I had with my transmission and it has ended up costing me a lot more than I expected. the dealer should admit their fault in not using my warranty when I need it the transmission in October and they should repay me all the money I have spent in getting the transmission fix.
Sincerely,
[redacted]

This has been settled with customer several weeks ago.  Therefore, will consider this case closed

Customer was here for service issue on August 31, 2015 for a check engine light which we replaced #1 cylinder ignition coil.  Nothing noted regarding transmission.  Next Service was April 08, 2016 Check engine light on, codes showed misfires under load and required spark plugs and...

wires, which customer declined repairs.    6 months later, customer came in with transmission fluid leaking from vehicle.  Service found  transmission cooler lines leaking and vehicle did not have any fluid in transmission. Service replaced transmission cooler lines and added new fluid, road tested vehicle after repairs and transmission appeared to be shifting ok.  Customer in December 13, 2016 for shifting issue and stalling.  Service found internal transmission issues causing transmission not to shift properly.  Dealer offered customer used transmission and customer declined any repairs.  We consider this case closed and Toyota of Wallingford takes no responsibility for customer negligence.

Complaint: [redacted]I am rejecting this response because:I was not given the opportunity to inspect the vehicle before they had me sign registration and ownership paperwork.  I would have rejected it then . If this is their final response I will seek legal recourse Sincerely,[redacted]

Review: I brought in my 2012 [redacted] for annual synthetic oil change/first paid service. My third non work vehicle in mint condition with only 18k miles on it and only 2k between services. Left vehicle for the day for sevice. Upon pickup a large noticeable deep scratch above tailgate emblem visible from 25 ft away. I spoke with the service manager about this and some scratches on rear fenders but was told he didn't cause them. I returned with the vehicle after I complained online and Quality control there reached out to me. I later noticed many negative [redacted] reviews regarding scratches. Upon return the dealership owner's son Mr. [redacted] Jr inspected the scratches and attempted to make me happy. His auto body person attempted to fill in the tailgate and right rear fender scratch. Mr. [redacted] Jr sent my vehicle to body shop and called me to inspect it. I only looked at the rear tailgate from a distance as the fill job was very visible so Mr. [redacted] sent it to the body shop to paint. I had forgotten the side scratch since the tailgate was the largest. When I returned 2 weeks later as was on a business; I went to pickup vehicle which was ready the week prior. I immediately noticed the side fender scratch which initially looked new to me. I asked for this to be buffed and left the vehicle. I was called by the head of sales who relayed the message to me that Mr. [redacted] did not agree to this so pickup my vehicle or be charged storage. I returned to [redacted] Toyota and was handed my keys and told we are done with this. I have never been treated so disrespectfully by a car dealer. I decided to take the car to [redacted] so they could fix the fender scratch and take off the car sticker; since looking at it really irritated me after the treatment I received. The auto body person told me the side fender scratch was actually an attempted very visible fill job and not a new scratch. He also told me the rear tailgate paint job was defective as the paint still was soft to the touch; whereas you could dig your fingernail into it. This was evident in how the pain bubbled off when the sticker was removed and the tacky feeling elsewhere. You could easily feel the difference between the old pain and this new 2 week old paint on the tailgate. I was told the fender would cost 600-800 to fix as it would all need to be repainted since silver does not touch up well. I immediately drove back to Toyota of [redacted] after speaking with [redacted] to show how their tailgate paint job was still soft to touch. I was disrespectfully treated by a salesman names [redacted]. I asked [redacted] in quality to look at it and feel with her fingernail since Mr. [redacted] was not there. I told [redacted] I was mistaken as the side scratch was not a new one but an original one they caused and attempted to fill in. Mr. [redacted] Jr was not in and I was told he would be in Saturday. I did not receive any calls so I called [redacted] to ask if she spoke with him. I tried to explain to her about what [redacted] said about the paint. I tried to go over the chain of events slowly with her but she seem flustered and the phone call disconnected. I called Toyota to document my experience. I do not know whyit so hard to have Mr. [redacted] Jr. ,myself, and the original autobody man he assigned, to go over my truck together and correct the deficiencies as they were relayed to me. I am not a paint expert but I had a good experience with [redacted] as their are a certified [redacted] shop and my [redacted] which also is silver in color had some minor work done there. I have no reason to disbelieve them.Desired Settlement: I want Toyota of [redacted] to finish the repair job correctly to include the visible side fender fill job. I want the rear tailgate to be properly repainted and the pain to properly match the fenders and rest of body etc.. This paint should dry properly and have the proper clear coat as per factory specs.

Business

Response:

MR. [redacted] CAME TO TOYOTA OF [redacted] ON APRIL 3, 2015 TO HAVE SCRATCHES BUFFED ON THE BED SIDE OF HIS [redacted] AND ALSO HAVE REPAINTING DONE ON THE TAILGATE FOR EXISTING SCRATCHES THAT HE IS CLAIMING WAS DONE HERE WHEN HE WAS HERE FOR HIS SERVICE ON MARCH 7, 2015, CLAIMING IT MUST HAVE BEEN DONE IN OUR CAR WASH. HE SPOKE WITH THE GENERAL MANAGER, [redacted] INSISTING THAT THE SCRATCHES WERE DONE HERE UPON SERVICE. MR. [redacted] EXPLAINED THAT THERE IS NOTHING IN OUR CAR WASH THAT WOULD HAVE PUT THOSE SCRATCHES ON HIS TRUCK BUT IN GOOD FAITH AGREED ON MR. [redacted] BEHALF HE WOULD HAVE THEM REPAIRED. WHEN MR. [redacted] CAME TO PICK THE TRUCK UP (WHICH LOOKED PERFECT) HE WAS COMPLETELY SATISFIED WITH HOW THE TRUCK LOOKED. SEVERAL DAYS PAST AND MR. [redacted] CAME BACK TO TOYOTA OF [redacted] COMPLAINING THAT THE PAINT HAD PEELED OFF. WHEN I EXAMINED THE TRUCK IT LOOKED LIKE HE HAD PEELED OFF THE TOYOTA OF [redacted] LOGO THAT WAS ON THE TAILGATE CAUSING THE PAINT TO BE REMOVE. WHICH HE ADMITTED TO. WE TOLD MR. [redacted] AT THE TIME HE PICKED UP THE TRUCK THAT THE PAINT USUALLY TAKES SEVERAL DAYS TO FULLY DRY. KNOWING THIS, MR. [redacted] STILL PEELED THE STICKER OFF CAUSING MORE DAMAGE TO THE TAILGATE. WE EXPLAINED TO MR [redacted] THAT WE WENT ABOVE AND BEYOND TO REPAIR SOMETHING THAT WAS NOT DONE HERE IN THE FIRST PLACE AND THAT IT IS HIS RESPONSIBILITY TO REPAIR HIS TRUCK THAT HE DAMAGED. WE ARE CONSIDERING THIS CASE CLOSED AND THERE IS NOTHING ELSE OWED TO MR. [redacted].

Review: I ordered a [redacted] truck from [redacted] of Wallingford in ?november2015. .I wanted a cab and a half size . I wanted no electronic or deluxe upgrades .we had to order and waited about 7 weeks to get truck built. At delivery I was brought through all paperwork and signatures and then shown truck. Then I discovered it had no back seat or seat belts. I was never told that was not included. Now dealer wants$ 3000 to get the seat I believed came with an extended cab truck. I had just sold one that had the seat . This new one had only a plastic tool bin in its place. They refuse to provide seat or refund money unless I spend 3000 more.Desired Settlement: Install back seat and seat belts or provide truck with it already installed I will wait if necessary

Business

Response:

February 17, 2015

[redacted] of Wallingford Response:

When [redacted] first visited our dealership he stated that he was looking for a very basic pickup truck. He stated that he had some real estate properties that he worked on and just needed something to haul materials and tools in. He had a price point in mind and wanted to stick to it. We provided him with a detailed Vehicle Specification sheet that clearly indicated the lack of a rear seat.

Review: I recently leased a second vehicle from Toyota of Wallingford, January 31,2013. My first lease was a 2010 Toyota Prius and the lease was gonna expire in April 2013. I received numerous phone calls on a week to week basis requesting me to come in and discuss my options and get me in a new lease. I finally went in 1/31/13 to discuss options and drove away in a 2012 Prius Plug-in. Needless to say I am almost 2 months in and am very disappointed in the performance of the 2012. I also want to add that I absolutely loved the 2010 and did not expext to be dissapoointed with the 2012. I called Toyota Financial on 3/22/13 to see what the buy out was on it, and they asked me what was wrong and if I was dissatisfied with the vehicle. I continued to explain why I was unhappy and they suggested I called Toyota of Wallingford to discuss it with them and see what my options were. I have been calling and emailing since 3/22/13, to only be passed from voicemail to voicemail or salesman to salesman telling me someone will call me back and never getting a response. I am now extremely aggravated and feel taken advantage of. When it was time for me to purchase the vehicle they would not stop calling, now I have questions and am disappointed in the performance of their product and cannot get anyone to call me back.

Product_Or_Service: 2012 Toyota Prius

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to stand by their product. Perhaps, they can call me and offer me options to make me a satisfied customer instead of me feeling taken advantage of. I would like to know how I could possibly end my lease, I am sure it cannot be easy but with the way it is going I don't want to be involved with this dealership and would like to end this disappointing relationship ASAP.

Business

Response:

Business Response /* (1000, 11, 2013/05/23) */

THE SALES MANAGER, [redacted] HAS BEEN TRYING TO REACH MS. [redacted] EVERYDAY, LEAVING SEVERAL MESSAGES. TO DATE WE HAVE NOT RECEIVED A CALL BACK. WE ARE TRYING TO CONTACT HER TO ASSIST IN DOING WHAT WE CAN TO RESOLVE HER CONCERN. CONSIDER THIS CASE CLOSED SINCE NO CONTACT BACK FROM THE CUSTOMER. THANK YOU.