Westbury Toyota Superstore, Ltd.

Review: I am leasing a corolla at an outrageously high rate. I made a complaint to the business feeling that I was "fast talked" into this overpriced lease ( $3000 down and $419 a month for three years ) my complaint was rebuffed and the a rep from the dealership said she would get back to me in 24 to 48 hours. This never happened. After a week I began calling the rep and left messages on her answering machine. It's more than 4 times over a period of three weeks and the rep NEVER returned my call. I also called and emailed the [redacted] and he too has ignored my call and email. I cannot believe a car dealership can just ignore an unhappy customer.Desired Settlement: I would expect a phone call immediately and a fair lease deal for the remainder of the lease. My expectations would be that since I put $3000 down I should be paying no more than $275 a month.

Business

Response:

[redacted] leased a corolla 4/*/14 which is 8 months ago, at that time he was also leasing a corolla with a payment of 33 dollars higher which he had for 33 months. he had three payments remaining which were handled by westbury toyota and hes been I car eight months. why he has now chosen to complain im not clear, nor do I understand what he wants. we have left messages for him to no avail. to make his remaining payments 279 (where he came up with that number is beyond me) is not possible, we would be more than happy tro talk to him at his convenience.... thanks [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I received ONE response to my complaint which was a voice mail. I returned the call 5 hours later and I still have not spoken with the [redacted]!!!!!

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Sincerely,

Business

Response:

sorry for delay... did speak to [redacted] and he is now clear and understands all thanks happy holidays

Review: The [redacted] told me that run Flat tires cost $500 each to replace. My car is Equipped with this. No Spare. He said for 5 years I never have to worry. He even said that everythingis covered for the tires.I never had to worry about the tires for5 years. Even to plug the tire. I can get new tires etc.... When I ran into problem the service Centre yelling at me, told me the contract is only if the tire blows out.

I was very upset. I contacted dealer blew me off, the salesman never even answered my many anger email. When I just email customer service after a while they seemed like she was Willing to get me my refund. But she said that it was a extended warranty not a tire warranty. Then blew me off.Desired Settlement: I want apology from the [redacted] and a Full refund of my $2500.

Business

Response:

Customer has not been to the service department since Sept 2013. At this time no refunds will be given

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are LYING. I had a issue with my rear driver side tire. The service Centre yelling at me saying I can't get tire fixed for free. So I left the place. It was January or February when I had problem with the tire. I WAS THERE. THEY TRIED TO MAKE ME LOOK STUPID, SAYING I HAVE TO PAY. I TELL THEM ABOUT WARRANTY. HE YELLED AT ME THAT WARRANTY IS ONLY WHEN I HAVE A TIRE BLEW OUT, CAN THE WARRANTY KICKS IN.

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Sincerely,

Business

Response:

Customer can use warranty if they have the paperwork. They can go to any dealer if they are not satisfied with us.

Review: I recently purchased a used lease 2012 Camry Hybrid in November of 2015 at this Toyota dealership. on January **, 2016 before I took my car upstate, I had my personal mechanic check it over to ensure everything was fine and looked proper. As he was checking under the car he noticed the muffler near the catalytic converter was dented and had a small hole in it. He refused to inspect the car any further and advised me to take it to the Toyota service department in [redacted]. on January **, 2016 I entered the service department around [redacted] and they took a look at the car. I told them of the damage and they insisted that the damage was created by me and it was my fault. They claimed that all used cars are Toyota certified and must pass a thorough inspection. This I found ironic due to the fact that 5 years earlier we purchased a used Toyota highlander from the same dealership with the same guarantee that it was certified. A week after purchase two problems were found and one almost cost the lives of my family because the car's radiator or engine blew up on the highway on our way to the Toyota service department. I asked to speak to a manager and was sent by the representative Jyoshi to the service department manager Bruce. Bruce then proceeded to insist the damage was not caused by Toyota and that I had done the damage. As off as this may sound he claimed the damage was new because THERE WAS DIRT on it. On the phone my mother explained that that is what happens when you drive a car; it gets dirty. He then told my mother over the phone that she should've gotten on the floor of the showroom and checked under the car before purchasing the vehicle. So according to Bruce the service manager one must get on his hands and knees in a showroom of a dealership to inspect the vehicle before purchase. Bruce then proceeded to angrily tell my mother that he won't speak to her and argue any longer and he then handed the phone back to me. I asked for the carfax and he left without another word. The carfax was given to me by the previous representative Jyoshi. I left the service department and walked to the dealership and asked to speak to the general manager. He wasn't available so I was sent to Julian G[redacted] the general sales manager. Julian attempted to assist me, but he also stated that although the damage may not have occurred from my doing that I must still pay for the damaged muffler because it would not pass certification. He informed me that the cost may range about $2000.00 dollars and that the lowest he can discount it to would be $1395.00. I informed Julian that I should not be paying for damage I had not caused. Why should I pay for damage that the previous owner caused, or even the mechanics within the Toyota service department could've caused. I again asked for the general manager but Julian informed me he was in a meeting and may not make it in for the day. Both the service department and the dealership insisted that I must payoff the damage that I did not cause. I advised both departments that as a member of the military I follow by a code of integrity and if the damage was my error I would wholeheartedly pay for it, but the damage was not caused by my hands and I do not see a reason for me having to pay for another man's actions. Also I've recently realized that the car has three long and deep scratch marks along the driver's side that were discreetly filled in; something the dealership forgot to mention when purchasing the vehicle. I was sold a damaged car (as I also was sold a damaged car from the same dealership five years ago) and now the dealership expects me to pay for damage that was not caused by my hand.Desired Settlement: I would like Toyota to pay fully for the damaged muffler as it was not caused by my hands and I am still within my three months of first purchasing the vehicle. The car has less than 42,000 miles on it.

Business

Response:

spoke with annie and explained that the car would not pass inspection yet alone certification with existing issue. shw had the car over 2 months and put a couple thousand miles on it so it should not be covered. however as annie is active military and prior customer westbury toyota will take care of the issue at no cost to her.she is satisfied with resolution thank you mark

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 and the matter has been resolved.

Sincerely,

Review: I purchased a used 2013 Toyota Rav4 from Westbury Toyota that was advertised on [redacted]. The ad clearly states "Factory Certified", and "Certified Pre-owned" in the advertisement and lists the Warranty: TCUV Advantage (Toyota Certified Used Vehicle) under Vehicle Information . When I asked for the Warranty paperwork I was told by the [redacted], [redacted] that the car was not a "Certified Pre-owned" car and that the ad only meant the car was "eligible" to be "Certified" and if I wanted the "Certified Pre-Owned" status and warranty that went with it I would have to pay an additional $1500.00. There was no explanation in the ad that an additional $1500.00 was required in order to obtain the "Certified Pre-owned" status or warranty and I refused to pay it. This is a clear case of false and misleading advertising in order to increase profits and make a sale on a used car.Desired Settlement: Westbury Toyota has the responsibility to furnish and honor the Toyota Certified Used Vehicle (TCUV) Warranty for the vehicle I purchased as stated clearly in the [redacted] ad listing the vehicle.

Business

Response:

We will be willing to certify this vehicle. [redacted] will be contacting customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The dealership has requested the link to the [redacted] ad listing the car ("FACTORY CERTIFIED 2013 TOYOTA RAV4 4WD 4DR LIMITED", and "Condition: CERTIFIED PRE-OWNED") that I purchased. I have furnished this link to them and am awaiting their response. As of this time and date the complaint has not been resolved.

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Sincerely,

Business

Response:

customer came in on friday 9/**/14 to complete certification paperwork.

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 and the matter has been resolved. Many thanks to [redacted] from Westbury Toyota who was instrumental in resolving this complaint.

Sincerely,

Review: My wife toke my toyota sienna to toyota service center . told them that there was a noise coming from the front right engine/wheel.and also check the belts. Minutes later the rep came with the diagnosis. He said they had found the problem and it was the idlers which is located at the back of the timing belt near front right wheel and it would cost me $1700 to fix it. My wife then call me and had the service rep to speak to me I asked him how Serious is it and how long can long would it last before it cause any problems he said a year one day he's not sure so I said OK I will take of it later because I don't have the money's to do it right now. Then he said he had to take of a recall on the vehicle and perform a multiple check which includes check brakes, tires etc.and then we'll be on our way. When the car was ready he handed the keys to my wife and she drove off .half an hour later my wife called me to tell me the car broke down I immediately called the rep and told him the situation. He told me he'll call her immediately and so he did he advised us to bring the car back. I called a tow truck . The car could not be driven two studs was broken from the front right wheel where I told him the noise was coming from .I brought the back to toyota,call the rep told him what t had happened he came out saw the problem then said they'd never touched the wheel and so they not responsible. So I asked to to the [redacted] .He came after 2 hours of waiting and to my surprise he pulled out past history of the and wanted to talk about that. I immediately stopped him and asked what does the past has to do with this if your diagnosis was correct and your guy's checked car thoroughly as a competent professional and gave me the right information my wife would not have to put her life at risk she could have died that day on the highwayDesired Settlement: Repair the damage including the wheel which got bend in process and reimbursement for tow truck

Business

Response:

Customer came in for a Multi point inspection because his wife wanted a belt checked. We did not touch his wheels. Customer left and towed vehicle back wheel stud broke. Customer does his own work on his vehicle that is why his wife wanted belt checked. Customer said we sabotaged his car and we needed to fix it but we did not touch the wheels on his car therefore we are not responsible for the repair or tow. We did not perform any mechanical repairs on vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

my car is still at Toyota no one has contacted me

I have a receipt of work done

I was ask to bring the car back

I was charge for diagnostic $130.00

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Sincerely,

%

Business

Response:

Customers vehicle was abonded at the dealership and right now the town is involved in towing it out. Customer is not getting any refunds as per General [redacted].

Review: I purchased my car here and bring it in for scheduled maintenance. Recently I also needed new tires.

Service location is at 1[redacted]. The customer service I received at this location was just unacceptable. No one seemed to know anything about me or my vehicle, even though I have been there multiple times. They also don't know anything about the products they sell.

My major issue is that I was told by the service agent that Firestone tires (the ones for my vehicle) would come with road

hazard warranty and a tread warranty of at least 40000 miles. Turns out that I have nothing in writing about the hazard warranty, and found out that the tires I purchased have NO tread warranty.

I have written a letter to the Service Manager, Mr. Sunjit J[redacted], but so far I got no response.Desired Settlement: Since they over represented the value of the product they sold me, they should either issue a price adjustment or warranty the tires tread for 40000 miles

Business

Response:

hi [redacted], on july [redacted] purchased 4 tires not sure where she got 40000 mile tread warranty from, firestone the tire manufacturer offers 5 years against defects, we offer 24 months unlimited milage road hazard 100% the first year 5o% the second year as a dealer. we are a car dealership and warranty everything except glass and tires, however we stand behind what we sell as stated. I have sent [redacted] a copy of her warranty hopefully to alieviate her concerns

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My title is **. I purchased the tires on Oct. [redacted], 2015, not on July **. I was told by Andrew P[redacted] (service co-manager) that all tires they sell come with AT LEAST 40,000 miles of tread warranty. Based on that, I decided to purchase the tires. I found later that this was a misrepresentation, since there is NO TREAD WARRANTY on this tire model.Tread warranty is different from warranty against defects.Their product knowledge is non-existent, and no warranties are provided in writing.As of today, I have not received any correspondence from Toyota.

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Sincerely,

Review: I leased a car from westbury toyota a 2014 toyota camery. I was told that all there used vehicle recieved 160 point inspection. as soon as my wife pulled of the lot we notice a shaking on the front end of the car. which leads me to believe the car was never inspected. we spoke with zak from the service department he acknowledge that they sold us a car with bad brakes and rotors. this is unexceptable. I feel we were lied to. we only had the car one day before we had to return the car back to be fixed. I dont know if we want to do business with this company. I put down 5 thousand dollars of my hard earn money and I leased a car that was never inspected and we either want to upgrade to new vehicle or they can keep the car and refund my down payment cancle the lease with no penalties. my next step is to file a complaint with the attorney general. I just feel this very bad business practice on behalf of the dealership. and the car was never inspected as the rep. stated. I want something to be done about this.Desired Settlement: either 2015 camery xle or a the leased cancelled or my 5k down payment refunded. this is unexceptable that I was lied to.

Business

Response:

[redacted] car was certified and did remain on the lot for several months before being sold, upon being sold it was reinspected and delivered. at time of delivery it did have a shake in front and car was taken into service , [redacted] was provided a loaner car and the rotars were found to nedd resurfacing from the car sitting. it was done we spoke with [redacted] and all is well.

Review: In December of 2013, I took my 2005 Toyota Sienna to Westbury because my power sliding door was showing signs of having "difficulty opening or closing". Though at that time the problem was not pronounced yet. At the same token, I also received a notice of Warranty enhancement from Toyota that certain 2004 to 2007 Toyota Sienna has issues with power sliding doors. I was told at that visit that my power sliding door was good and that "to keep an eye on it" but it was operable. Fast forward to winter 2014. We had a rough winter, my power sliding door took more than 30 minutes to open. Even if I manually pull the door handle the door still would not open. After my busy tax season, I finally took my mini van back to the dealer to have the problem rectified on May **. I explained the problem, and they also looked at my history in their computer. I was told that "yes, my door now has a problem" but not covered in the warranty enhancement anymore eventhough I took my vehicle there in Dec 2013 before my warranty expired. To have the problem fix, my husband and I just agreed to pay $600 to have the door fixed.Got possession of my car again on 5/**/2014. When my daughter tried to open the sliding door, it won't open. Called dealer again, was asked to bring back car.Brought back car on 5/**-got call 5/** saying I need to spend another $250 plus tax because now the problem is the Sliding door release motor.They messed my door so bad that my door wont even close or open plus the power lock does not even function.I took my car there in Dec because of the sliding door problem before warranty expired, was told no problem even though I told them there was. Paid $597.44 to have problem fixed, but problem still not fixed and now being asked to pay another $250 plus tax to resolve original problem.Does Toyota even know what they are doing? I want them to rectify this problem.Desired Settlement: I want Westbury Toyota to rectify this power sliding door problem. Fix my door to make it fully operational without cost to me and refund me the $597.44 that I paid to have fix to begin with because I was there in December before my warranty expired. This is robbery! Anything less than refunding me my money and making my power sliding door fully operational is unacceptable! Customer satisfaction is your motto! I am not satisfied! Terrible repair job!

Business

Response:

Customer's vehicle was in previous to the warranty expiring but we could not duplicate the concern. We cannot do a repair under warranty without duplicating it. Customer came in when vehicle was out of warranty and complained about sliding door and the tech did duplicate the concern. We fowarded request to Toyota to goodwill repair and since there is no service history with the vehilce at any toyota dealership our Toyota corp said they would split the repair. The vehicle left no problems but now they need door lock release motor which is not covered under the repair program previously. We offered to go half on the repair for the customer for goodwill satisfaction. We will be willing to cover the door release motor but nothing else, and we will not refund the previous repair we have saved customer over $1,000.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my compl

aint has NOT been resolved because:

the repair was not done properly. The power lock does not even work now. The door does not even open or close..how you you say that the work was done properly.

I went in with one problem and came out with even worse problem. So what if I don't have a service history with your shop. So what if I never went there for any repair or oil change..does that mean that if I don't go there to have maintenance you will deny to cover to problem.

I shouldnt even even have to pay to have the slide door repair in the first place because I was there to complain about it in dec. you probably just waited until my warranty expired the day after knowing that I was already experiencing problems.

how do I know that you did not create the motor slide door problem that is happening now. How do I know that you put my car door back parts and all in proper order. I went in there with the power lock still functioning. Now it does not even function.

You pride yourself with customer service and your poster even has names of technicians and the number of years of experience they have. Yet my car came out worse than ever. With the number of years of experience your technicians has how come they never diagnosed or pointed out when they did the repair ?

[Your Answer Here]

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Sincerely,

Business

Response:

[redacted] at Service Department has been in full communication with [redacted] since 5/**/14. Customer states she had inoperable power sliding door. [redacted] states that vehicle was out of warranty but nevertheless Toyota agreed to give [redacted] partial assistance on the repair of the sliding door. Customer was still not satisfied so the [redacted] ( [redacted]) at the time also assisted customer by deducting and extra $175.00. Afterwards, customer returned to the service Department stating that the power door lock is not working for the sliding door which is a completely different concern. The Service Department also assisted the customer by doing a "goodwill participation" which means that is was repaired at no cost to the customer. The total value of all the repairs for this customer exceeds over $2,000.00 but the customer was only charged $550.00 plus tax.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

When I brought my vehicle there, my power lock was operable. It was not an issue. After the supposedly fix my power sliding door, my power lock is inoperable. So don't tell me that is a separate issue. It was working when I took it for repair for a different matter and she I picked up it was not working. It just goes to show that your service department doesn't know what they are doing.

as for the power sliding door being out of warranty, not exactly a true statement. I took it there in December when it was under warranty, was told nothing is wrong. Of course, you probably just waited until the following day when my warranty expired. The power sliding door should have been covered in the warranty. I totally have no confidence in your service department. There was something wrong in my power door in December but you did not fix it. How can I have confidence in your service department if you messed up my power lock after repair? How can I have confidence in your service department if after you supposedly fixed my power door and me paying close to $600 , I get home and the door would not open and you tell me that now the problem is the motor? You couldn't diagnose thatroblem before the first time around?

As I mentioned before, just because I don't get my car service at Toyota, doesn't mean that it is not maintained. So, just because I don't spend my money in your service department for maintenance, etc..does not mean I should pay to fix my power sliding door.

when I left to pick up my vehicle, after it was supposedly fixed, my husband and I specifically asked [redacted] if the power lock is also fixed, was told YES. Guess what? It was not. We called one of your service guy to witness the inoperable power lock but your shop is closed at 5.. Service people left or were leaving. Left a note with [redacted] about this, I did not get a call back. I finally took it to a local mechanic to have it fix.

Tell me, what confidence or trust do I have in your service department after his horrendous experience.

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Sincerely,

Review: On October *,2014 I priced a 2015 toyota highlander lease and specified I wanted to lease through [redacted] {[redacted]} and was given a price for that vehicle. I returned on October *,2014 to see the model which they didnt have in stock. The lease order was written and the price of $403.00 a month was agreed upon and [redacted] was to be the leasing bank. It is on the lease agreement under the bank as we as listed in the notes because I did not want to use a third party lender.This was stress at both times I visited the dealership. I agreed to wait for them to find the model and color I wanted and they agreed to the lease price through [redacted] as well as my trade in price and I left a $500.00 deposit I was contacted on Nov **,2014 that my car was in and that they needed a little more info to put my lease through , The [redacted], when I explained my lease agreement and original deal was that we were to use [redacted]} they said they could not give me the car for $403.00 a month but for $473.00 a month. After speaking with the manager and being told they never lease highlanders through [redacted] because they are to expensive and he dont know what happened but could not give me the original price though the lease agreement or he would loose to much money. He said they could honor the price through another lender. I feel this was a bait and switch on the part of the dealership to get me to wait for the car then change the lease company even though I was adiment I only wanted to lease through [redacted].Desired Settlement: Document this practice so others can be aware of this bait and switch practice before they use this dealership. I feel I acted in good faith with a written agreement and the dealership just lied to get me to wait for the vehicle and tried to sneak in the lease change after I waited more than a month for the vehicle.

Business

Response:

I have spoken to [redacted] and do understand his frustration, however to say "bait and switch" is quite the stretch. He agreed to a payment of 403 and was offered a payment of 403. [redacted] expressly wanted to deal with [redacted], unfortunately their lease program was significantly higher at that time and still is at the present. We here at Westbury Toyota do try and accommodate all of our clients but in this case it was a poor decision to use [redacted] as their is a sizable discrepancy to both parties. His deposit was refunded promptly and he has purchased another vehicle. Sadly on our part he is a customer that knows exactly what he wants, including the lending institution he wants to use, we needed to do a better job in listening to him.... never heard of bait and switch on banks.

I work for a large national insurance agency on Long Island. In attempt to provide proof of insurance for one of our insured's I had the displeasure of speaking with a Nicole C[redacted] of the Allstate Office within Westbury Toyota. Our office provided the proper proof of insurance when requested. I received a phone call from Ms. C[redacted] asking me to revise the information. As I am representing the brand of my employer I respectfully inquired as to possible situations that we might not have been made aware of that would require us to revise the info provided. From Ms. C[redacted]'s response I discovered there was no problem with the information we supplied and advised the ill-informed Ms. C[redacted] that the information provided was in fact correct. She then launched into a verbal assault which I found very unprofessional. I was referred to as "ancient" , "bitter", "rude" etc. I ended the phone conversation and immediately contacted my insured and advised them of the situation. I suggested they call their salesman to make sure there were no further problems. My insured called me back within five minutes advising they spoke with their salesman and all was fine.

I am in my 50's and loving it. My feelings were not hurt by the utterances of this woman. I am just amazed that both Allstate and Toyota of Westbury would choose to have someone so ignorant represent their brand.

Review: I logged into my credit report to check my score, and I noticed that this dealership ran my credit 4 times in July without my knowledge or permission. My credit score dropped 9 points.

I have purchased a car from this dealership back in 2006 and have since paid off the car years ago. I have never contacted them (or any other dealership )inquired about a new or used car.

I am working hard at keeping my credit score as high as I can because I'm looking into purchasing a house next year.Desired Settlement: I seriously want these 4 hard inquiries to be removed from my credit report.

Business

Response:

spoke with [redacted], we did sell a car to customer with same name and did run credit on that [redacted], [redacted] and [redacted] seem to be crossing the two people with same name. advised [redacted] we will help him in any way that we can but he needs to get hold of credit agency to assist him

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

No one is owning up to this error. [redacted] won't help me until "the dealership clears it up"The dealership says it's out of their hands and that [redacted] has to clear it up.I'm sick of the run around and these companies acting like they've never heard of this issue before.

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Sincerely,

Review: I brought the toyota sequoia 2014 SR5 from this store; at the time of deal I also purchased overhead bluray player that sell by toyota and they promise me same one that comes with limited edition sequoia and charge me as per the accessory price list around $2,300 for this. After sales they told they call us when blurayplayer is ready after 3 weeks I take my vehicle to add this bluray accessory I expected to fit the same one when they promised to fit and charge for that but unfortunately they fix cheap DVD player not even blueray player that can find in internet around $250!. When I asked for this they said Toyota not selling this. I talked with [redacted] he promised to fix this problem but so far they not yet call back or follow up me

After that I contacted toyota to make sure they are selling or not I found that toyota selling overhead bluray player. I register compliant with them reference # [redacted] and no follow up from dealer or toyota about thisDesired Settlement: 1) Either take back cheap DVD player and fit original toyota original bluray player as they promised

2) Take back DVD player and fix every damage that made by fixing this DVD player and refund my $2300

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 and the matter has been resolved.

Sincerely,

I took my 2008 Highlander for an oil change July *. I was thinking about a new car but kept my car. On July ** my engine died. I don't trust the service department, I thnk they wanted me to make a new purchase. I was thinking about a newer car but I won't support crooks. I will shop at a more honest and reliable dealership. The internet sales manager was extremely rude after I made an online complaint. STAY AWAY from Westbury Toyota!!!!!