ComplaintsforToyota of Vallejo

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This dealership was advertising a markdown on a vehicle that was still available. After traveling to see the vehicle and test drive it they would not honor the advertised price saying that it was an error. All the other vehicles on the website have a clear area that inform the customer that there is additional fees or markup. This vehicle was the only one that did not have it and was a vehicle that has been on the lot for some Time. I messaged The salesman however, did not feel like the information was accurate or that they were 100% sure. I traveled over an hour and a half to purchase this vehicle only to be told that they would not give the vehicle at that price. This feels like it is illegal and they are, trying to beat customers to come in and then switch the price last minute.

  Customer response

  06/04/2024

  ---

  From: ******************************* <**********************>
  Sent: Monday, June 3, 2024 5:49 PM
  Subject: Complaint

   

  Good afternoon **** this email is being sent in order to discontinue the complaint against Toyota Vallejo. Toyota Valley was able to correct and honor the pricing of the vehicle in question. Thank You for your assistance.
  
  ******************************* RT(R)(CT)(ARRT)
  Cell: *************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership serviced my vehicle and returned it to me on 7/18/2023. The damaged and soiled part was thrown into my trunk by the technicians. Because it was covered in gasoline and dirt, it soiled my personal belongings. The dealership did not replace the damaged part underneath my vehicle (fuel tank cover). Prior to this, they dropped the ball regarding estimate approval, and it took nearly 3 weeks to return my vehicle. The entire process should have taken less than one week, as the work took a single day to complete.

  Business response

  07/21/2023

  On 6/30/2023 ***************** had her 2017 Lexus RC 350 F Sport towed into our dealership due to damage inflicted to the fuel tank. The fuel tank was punctured and was leaking gasoline. The repair order was written at 9:15 am and dispatched at 10:10 am. The technician removed the plastic shield that was covering the fuel tank, inspected, took photos and turned in a parts and availability request to our parts department. A estimate with photos was sent on 6/30/2023 to the customers insurance company USAA. USAA prepared a authorization for replacement of the fuel tank on 7/6/2023 5:16 pm and emailed estimate to our advisor at 5:18 pm same day but instead of authorizing factory new parts, USAA only would authorize a used fuel tank out of another vehicle.Covering service advisor who was taking care of this repair in the absence of the original service advisor had placed the order for the factory original parts on Saturday the 8th not realizing that the customers insurance wanted us to install a used fuel tank.
  
  On Monday the 10th of July the original service advisor had returned to find the parts ordering mistake and cancelled the new factory parts order and began the process of getting the used fuel tank that was located by USAA. A eta for the used fuel tank was given as 4 days away. The fuel tank arrived on Thursday the 13th at 4:30 pm. Customer was called to inform that the fuel tank will be inspected the following day which it was. The customer was called on Friday the 14th to advise that the installation was scheduled for Tuesday the 18th and promised to be completed the same day.
  
  The vehicle was completed and was picked up by the customer close to 6:30 pm on the 18th. The customer found the plastic fuel tank shield that was removed to inspect the fuel tank in the trunk of her vehicle. The inspecting technician had stated that he placed the shield inside of the trunk because when he removed it he found existing damage and did not want it lost or damaged any further. The customer emailed ****************** with a complaint about the shield being left inside of the trunk so a call was made to the customer the following day. The customer stated that she had oil and fuel inside of her trunk so Toyota Vallejo offered to pick up her vehicle to bring in and clean out. When the vehicle was picked up the customer immediately called in stating that she had left personal items inside the trunk of her vehicle and requested that the vehicle be returned to remove the items. After the customer removed the items she wanted, the vehicle was driven to Toyota Vallejo to begin the process of cleaning the trunk.
  
  The vehicle was backed into the detail area in clear view of a security camera so that the event could be documented, and to make sure that no personal items were tampered with or misplaced. No evidence of oil or fuel odor could be detected, after the contents of the trunk were removed in the presence of our Customer relations manager. The trunk was cleaned, vacuumed and all items were carefully placed back into the trunk of the vehicle. The customer was called to inform her that the vehicle was being delivered back to her and that a new fuel tank shield was being ordered for the inconvenience. The fuel tank shield arrived 7/20/23 along with all new hardware. The customer requested that her vehicle be picked up on 7/21/2023 at 8:00 am to install the new shield. New shield 

  Customer response

  07/21/2023

   
  Complaint: 20346772
  
  I am rejecting this response because:

  On July 19, 2023, after picking up my vehicle from Toyota Vallejo, CA, I called them regarding the fuel tank shield omission and destruction of property in my trunk. They did not call me after I emailed them on the evening of July 18, 2023 which may be confirmed via my call log. I informed them by phone that I was livid regarding my damaged items in the trunk and had already removed/cleaned the vehicle interior.

  The dealership offered to pick up my vehicle to install the missing shield on 7/19/23. Instead of doing so, they dug through my trunk and filmed my personal belongings with zero authorization of my written consent in an attempt to release themselves of liability. I had already informed them that I would be disputing the charges with my credit card company at that point in time. When they returned my vehicle to me, I realized that the shield was still missing. My fianc made an in-person visit to the dealership on 7/20/23 to reprimand them regarding the horrid service. It was at that point in time that they offered to install my shield as originally promised. My vehicle was picked up this morning, 7/21 to install the missing part. I have not yet checked if it is truly intact.

  
  Sincerely,
  
  ***********************

  Business response

  07/26/2023

  On 7/21/2023 We picked up the 2017 Lexus that belongs to *********************** as requested by her to install the special ordered fuel shield.Our drivers left the store to go to her place of business in *******. The vehicle arrived at 8:12 am and pulled into the shop to install the shield. The job was finished and vehicle left at 8:28 am to return vehicle to the customer.The customer was called later that day to follow up, the customer seemed fine and thanked me for taking care of the shield. The following morning it was discovered that the customer had contacted her credit card company to cancel the two transactions she made to pay for the repair on repair order ******. The first was her insurance companys portion of the covered repair that her insurance company paid for in the amount of $1,334.34 and the second was her insurance deductible. USAA had sent the customer the covered amount of ********** with a electronic fund transfer into her account that was supposed to be used towards the repair along with her deductible.  

  Customer response

  07/28/2023

   
  Complaint: 20346772
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment on June 7, 2023 : Toyota service rep ********************** I had contacted a few days before to set up the appointment . I told ********************* as a disabled individual with limited income that I couldn't spend hundreds of dollars for a key and that Toyota said the dealer would work with me. He agreed that I would just pay for the metal key of about $50 and that he would do the programming of the key on the house. All I had to do was write a five star yelp review for Toyota Vallejo. I have written the yelp review and I showed it to another customer while waiting for my key to be made to authenticate this was our agreement. I had AAA tow the car to the dealership, A service rep **** checked me in and I gave him my vehicle registration and I was told it would take an approximately an hour to finish and to have the key made .I waited for about seven hours and **** told me the key was not made and he had no reason. I didn't understand insisted that I talk to ********************** ********************* then came out and asked me for a hug which made me feel very uncomfortable. It was very creepy. He then told me that he apologized he needed to get a part that wasn't available and it may take a few days to order. I was horrified because I had rode with the tow truck driver thinking that I would have my key to drive away with. He apologized profusely and told me he would order the part and get the key made and it would take only a few days and he would send a service provider to drive me home. A week passed and ********************* left messages that he was working to get a key for my vehicle and working with locksmiths. Another week passed and then he said he couldn't find the part. He refused to give me the part number. I then got a message from **** that if I didn't tow my vehicle home without the key that they would charge storage fees. I was shocked with that message that happened when I was in the hospital. I called him back and he was rude and talked over me and said he would put a lien on my vehicle if I didn't move it immediately. I mentioned the agreement that ********************* made with making the key for a five star yelp review. He said we don't do anything for free. However, I was never given an invoice so there was never an agreement for me to pay. It was always pre-arranged that I would only be paying for the key itself of fifty dollars and they would be programming the key for no charge for the yelp review and with the case brought by Toyota corporate. I want my programmed key to drive my **** Toyota Camry. This has had a devastating impact on me as a disabled individual not having my transportation for medical appointment and my elderly disabled mother. I also was traumatized by ********************* inappropriate hug and general creepy behavior. I want a working key that is programmed for a **** Toyota Camry. This is what was agreed by both parties and all this time has caused a huge disruption in my life and caused me stress and trauma. I have been a long time customer of ***********************

  Business response

  07/06/2023

  ************** called our store needing a key made for her car, ***** did agree, based on her comments of being disabled and on limited income, that we would do the programming for free if she purchased the key. But what wasn't explained to ***** was that she did not have any keys or key fobs for the car. If you have a key fob it can easily be copied over to the new key fob.

  If you don't have a key fob then the *** (Electronic Control Unit) in the car needs to be reset, which is a bigger task. ************** vehicle being 24 years old can no longer be reset and Toyota no longer has a replacement ***. The reason for the long delay is our staff spent a long time trying to find a work around so we could get a key to work in the vehicle. When this was explained to ************** she blew up and said "you are Toyota fix it" and hung up. ***** spent the next week trying to locate a locksmith that *** be able to do this, the one we use for extra keys told us the same thing, it needed a new *** and couldn't be done otherwise.

  ************** called back and told ***** that she had a locksmith that could do it, ***** called the locksmith that the customer referred and was told it was $450 and he needed to get paid up front. ***** called ************** back and ************** said she shouldn't have to pay for it, she then said she would look into other options and call back. Approximately 5 days later ************** called back and ***** went over the entire process of replacing the ***, ************* said that another Toyota dealership would take care of it. ***** explained that if that is what she wanted to do then that would be ok. She also said she was resourceful and could find parts cheaper herself. ***** explained that we could not guarantee that the parts she found would be compatible with her car. ************* then told ***** that he was being negative and she didn't need negative energy, once again she hung up.

  ************* had previously said she had contacted Toyota and that Toyota said we would help her. We contacted Toyota Corp and reviewed the case file in case we had missed something. Toyota told ************** that this repair was a customer pay repair and denied any assistance. 

  I called the customer and attempted to resolve the situation, ************* expected to only pay for the key, I explained we couldn't do that and she needed to make a decision on what she wanted to do. she wouldn't commit either way so I was forced to let her know her car had been here almost a month and she needed to pick it up or we would be forced to lien sale the vehicle.

  At this time there is only one fix for this situation, The *** needs to be removed from the vehicle and sent to a third party vendor that Toyota recommends, the vendor will electronically unlock the *** (Think of it as unlocking a cell phone) and make it so that it can be reprogramed and allow us to program new keys for the car.

  Once unlocked the vendor would send the *** back to us, we would install it back in the car and then reprogram the new key for the car. The cost to do this work, parts and labor is $669.78 plus tax, we would discount this work to $480 plus tax and this includes the programming of the key ***** said we would do.
  

  ************** has asked for our General Manager, *************************, to reach out to her. ******************** left a message for ************** yesterday but as of today he has not heard back from her. The above discount was approved by ********************

  At no time did we promise to do all of this work for free, we promised to program one key. ************** must decide what she wants to do, have the vehicle repaired or pick it up. she just needs to let us know because it cant sit here forever. 

   

   

   

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have purchased a Toyota Rav4 from Toyota Vallejo (CA), financed through Toyota ********* Services. The car is close to being paid-off. When I tried to make the January payment on line, there was no pay button. Consequently the payment did not go through on time. Toyota ********* INSTANTLY sold my account to a collection agency, without contacting me first (by phone, email or mail). I did not find out about this sale until after it had happened. As a result of this action, there is now a big negative on my credit report, and my credit score has gone down by ***** points. I have never missed a payment until now. But I now have a credit report and score that do not reflect my true credit standing. I insist that Toyota ********* takes back my account from the collection agency and takes action that will lead to the restoration of my positive credit standing and my previous credit score. I insist that Toyota ********* performs this action as instantly as they sold my account to a collection agency.[To discuss this matter on the phone, please call my husband, ******* ********************* on ************. He has my permission to discuss it with you.]I have been a very loyal customer to ******************. I even recommended the dealership to a friend, and I accompanied her when she bought her new Toyota Rav4 there. And this is the way Im treated! I will not refer friends to Toyota Vallejo again. In fact, I will recommend that they avoid Toyota.

  Business response

  02/14/2023

  The payments on the Toyota RAV4 purchased through Toyota Vallejo are made to Toyota ********* Services not Toyota Vallejo (a franchised dealership). ************************* would need to contact Toyota ********* Services at ************ to discuss her payment issues. Unfortunately, the dealership cannot handle this complaint as we are not the financial institution that she is making her payments to. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi there,On 5/3/22, I went to the Toyota Vallejo dealership to order a new 2022 Toyota Corolla XLE car (that was at that time in-transit from the factory to **********). I put down a $500 refundable deposit on the car to reserve the car, which would go towards the rest of the purchase of the car once it arrived. On May 19th, the car arrived at the Vallejo dealership, and I drove up to Vallejo. Upon speaking with them, there was a misalignment on expectations with my vehicle trade-in that would be part of the new car purchase, and I ended up walking away from the car purchase. I had forgotten that the $500 deposit was fully refundable (I never received any paperwork when the deposit was processed), and on May 31 I emailed the dealership to request a refund. No replies have been received since. It would be great if BBB could help me get a refund back, as all language I can find on $500 toyota car deposits allude to it being fully refundable.

  Business response

  06/10/2022

  Toyota Vallejo has no record of ever getting an email from **********, but we also do not keep deposits if the customer doesn't end up buying the vehicle.

  Upon getting the BBB inquiry we researched and found that Mr. ************ cancelled his deposit, our office manager prepared to reimburse him by check.

  The owner was out of the dealership for two days, once he arrived the office manager had him sign the check. the same day we were notified that ********* had challenged the charge on his credit card and we were debited the deposit amount.

  We decided to not send out the check so that we didn't pay twice, we will not challenge ************* challenge and his credit card should be reimbursed.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩