ComplaintsforToyota of Irving

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2, 2024, I went to the Toyota of Irving Dealership with the intention of purchasing a vehicle. a salesperson name ****** sold me a new 2024 Toyota Rav 4 with 7 miles. There was an issue with the window tint. ****** stated that in the next few weeks someone would be contacting me to have it repaired. Weeks passed and I did not receive a call from the dealership. Meanwhile, I noticed there were issues with the new vehicle. The first issue was the driver seat was rocking back and forth and making a noise. There was a noise coming from the front passenger window when it would roll up and down. The latches on the trunk door fell off. The front bumper was not placed properly. The carpet slides. The weather trip on the hood of the car was cracked. The dealership was fixed some of the issues, but not all. The first time when the vehicle was taken in, I was provided with paperwork. Second time I took the vehicle to have it repaired I had a hard time getting them to provide me with paperwork. the paperwork that was finally given to me doesn't reflect the work that was done to the vehicle, and what the manager ****** stated was done. When I tried closing the door to the trunk, the latch fell off. I asked ***** a manager at the dealership about the issue, and she stated that I needed to contact karleigh in the collision center and Karleigh stated in an email that I should contact ******. It feels as no cares. No one is trying g to help. Any help or guidance you all can give me isgreatly appreciated.

  

  Business response

  10/14/2024

  At Toyota of Irving, we strive to provide exceptional customer service and ensure that all issues are addressed promptly and professionally. We sincerely apologize for the frustration and inconvenience that Ms. ******* has experienced and appreciate the opportunity to clarify and resolve the matter. 
  
  Ms. ******* initially brought in her new Rav4 for several concerns to which we addressed and remedied. She brought in a second time to address the same issues, and we tried as best we could to resolve the issues again, although some were deemed to be superficial at the time.
  
  Since this BBB communication, our General Manager reached out to Ms. ******* to go over the remaining concerns she has with her vehicle. We offered to have Ms. ******** vehicle picked up from her house and provided an alternate vehicle for her to drive, while we thoroughly investigated each issue. Ms. ******* did not wish to work with any of the employees she previously worked with at our dealership except our General Manager, and we have made sure she has a direct line of communication with him. We re-inspected the items that were previously addressed and replaced a passenger handle on the rear hatch that seemed loose. All other items were reviewed and there were no visible defects or exceptions to how a new vehicle would be delivered. We delivered Ms. ******** vehicle back to her, and he made sure her vehicle had a full tank of gas. Ms. ******* was still not fully satisfied with everything, and mentioned previously that she may pursue lemon law protection.
  
  Many of these items are not warrantable per Toyota, but we repaired or replaced the items anyway, as a one-time customer goodwill gesture to ensure Ms. ******* could be fully happy with her new vehicle.
  
  Ms. ******* is able to reach our General Manager if she has further issues, and our ****************** will continue to address anything Toyota would consider a part failure or warrantable defect. Again, we are truly sorry Ms. ******* is not happy with her vehicle or purchasing experience, and we will continue to address anything else as it comes up.

  Customer response

  10/15/2024

  I am rejecting this response because: I bought this new 2024 Toyota Rav 4 to not worry about having issues with a vehicle. Nonetheless  I'm worried and stressed every single time I place items in the trunk and go to close the trunk door in fear that the handles will fall off. I was also under the impression that the vehicle was under warranty, since I bought it brand new with 7 miles on it. **** ****** did reach out to me. Yes he had my vehicle taken and inspected, and he did state they replaced the passenger handle. Since the time I have had the vehicle back the third time, the handle that was replaced has come off again. I have not reached back out to **** ******, because Im not sure what else can be done about the issue. Also I am not satisfied with what was done with the bumper, or lack of fixing the  bumper, because the bumper looks the same. 

  

  Business response

  10/24/2024

  Ms. ******** vehicle has coverage under Toyotas New Vehicle Warranty, which is as follows:
  
  The factory coverage warranty period begins on the vehicles in-service date, which is the first date the vehicle is either delivered to the original purchaser, lessor, or used as a company car or demonstration vehicle. 
  Basic Coverage is 36 months/36,000 miles, whichever occurs first, from the date of first use and covers all components other than normal wear and maintenance items. This warranty covers repairs and adjustments needed to correct defects in materials or workmanship or any part supplied by Toyota, subject to exceptions. 
  Powertrain Coverage is 60 months/60,000 miles, whichever occurs first, from the date of first use and includes engine, transmission/transaxle, front-wheel-drive system and rear-wheel drive system.
  Rust-Through Coverage is 60 months/unlimited miles, from the date of first use regardless of mileage and covers corrosion perforation of sheet metal. 
  Emissions Coverage varies under Federal and California regulations. Refer to your Warranty and Maintenance Guide booklet for complete details.
  
  Ms. ******** concerns of the rear liftgate handle covers coming unseated and how the bumper fits would fall under Basic Coverage, if there were a defect in materials or workmanship.  
  
  We have already replaced both the left and right pull handles on Ms. ******** liftgate. The handles were not broken, but Ms. ******* does not feel they should pop off so easily, so we replaced them both with brand new parts for customer satisfaction. We were able to duplicate the handles popping off if you use a twisting motion while pulling down. If you do not twist, they do not pop off. We duplicated this on other RAV4s, this is a characteristic of the plastic access cover that it will come off when twisted. 
  
  We thoroughly investigated the vehicles bumper area in our ***************** made sure all parts are fitted together correctly and confirmed that nothing is broken. The bumper is securely attached to the vehicle, as designed, and there are no defects. We compared the bumper to other brand new RAV4s on our lot, and all show the same characteristics. 
  
  There are not further repair steps for either of these concerns because they are not defects, but normal characteristics of the vehicle. Ms. ******* is able to use her warranty coverage at any Toyota dealership she would like if she does not agree with our determination. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In need ********************************* or ******************************* to call me as I have had an unbelievable experience here. Your dealership pulled my credit - then told me someone was in the dealership to buy the car my credit was pulled for once I said I wanted to use my credit union. I also was told it would take long for a purchase order to get to me and by that time the person was able to buy over me. I also asked for rates to be shown to me based off my credit and again was told it would take a while and the other person could buy. ***** told me he would not give me time to get the purchase order to my bank and that it was how business worked. I told him he could give me until 5 my time to get my pre approved paperwork done with purchase order. He said people tell us this all the time and never show back up and we lose a sale. I offered to put my credit card down and they could charge and refund once my paperwork was complete. He said no we dont do that. He prevented me from purchasing a car I had called since 9am for and was constantly told that ***** was in a meeting and she would get back to me. I put my information in the credit app then again waited hours for an answer. I firmly believe I was given the run around and ***** never intended to sell me the 2021 Lexus. I did all on my end then was told once my credit was pulled that someone else was wanting to buy it. This is outrageous, terrible customer service This was all done today April 5,2024

  

  Business response

  04/18/2024

  We apologize for the frustration the customer has experienced as a result of this situation. We had every intention to sell the vehicle in question to ******************, and would not have incurred expense to check her credit otherwise. We did not expect or predict that another interested party would present with secure funding before ******************. We cannot ever hold a vehicle unless 100% of the funding is secured, and unfortunately third party funding (credit union) or credit card payments are not considered secure until they fully clear, which can take days or even weeks. We regret that what was meant to save ****************** further troublea heads up that even if she went to get immediate confirmation from her credit union, or put a deposit on a credit card, the funding status of the other party would result in them getting the vehiclewas interpreted as run around and us preventing the customer from purchasing. 
  
  Unfortunately we do not have a way to change or dispute a credit pull on our end. However, we will commit to NOT challenging any dispute ****************** initiates with credit bureaus. We have no issue with confirming that the vehicle was sold before the customer was able to complete the purchase.
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was promised a lifetime warranty on the tonneau cover, and they are now refusing to honor the warranty on the tonneau cover. Please talk to ******************* and *************. They inspected my vehicle, and they are very familiar with the issue. ************ Please see the attached documents.

  

  Business response

  02/20/2024

  We apologize for the confusion and frustration the customer has experienced. We do not offer a lifetime warranty at our collision center, but we do offer a guarantee on our workmanship for as long as the customer owns their vehicle. This does not cover part failures unless the failure was caused by a shortcoming in our workmanship. 
  
  We repaired the customers vehicle through *************** in February of 2017. The customers concern now is with the tonneau cover. The cover itself came with a three-year warranty, which expired in 2020. While we do still guarantee the workmanship of our installation, the current issues were not caused by installation, they represent a failure of the partfor which the warranty is expired.

  Customer response

  02/21/2024

  I am rejecting this response because:   Your estimator specifically promised me the lifetime warranty on the tonneau cover. There is no confusion here and I have no control if your estimator promised something that he cant deliver. He is representing your company, and I am holding you (Toyota of Irving) accountable for his actions. I was forced to produce the paperwork and present the paperwork to the body shop manager ******************* since they didnt have any records on file.
  Here is my offer. I am willing to pay for 50% of the cost to replace the tonneau cover. I am making the offer to settle the warranty claim and move on. You can reimburse me for 50% of the cost to replace the tonneau cover or I can pay for 50% of the cost to replace. Your choice. 

  

  Business response

  02/28/2024

  We apologize that we will not be able to assist ********************** with the purchase of a new tonneau cover. Our repair guarantee does not extend past the scope of workmanship, and the tonneau covers part warranty expired in 2020. Supporting documents are attached. 

  Customer response

  02/28/2024

  I am rejecting this response because:   The estimator lied to me verbally when he told me that the tonneau was covered for life. That has never been denied. I especially told the estimator that I wanted to have a different company replace the tonneau cover since they were not experts on tonneau covers. He lied to me again and told me that it was covered for life and that the insurance company required them to replace the tonneau cover. The tonneau covered leaked from day one, I just didnt bother to bring it since it was covered for life. Now that the right side of the tonneau cover collapsed, I decided to take it in and they are refusing to provide a warranty on the tonneau cover. The conversation started with we dont have any records beyond 7 years.  I called Geico and requested the documentation. Which I provided to *******************. I made an offer to cover 50% and the offer was refused. I felt insulted when they responded that they will not be able to help me. You are not helping me and I am not asking for anything that wasnt promised.      

  

  Business response

  05/21/2024

  We apologize for the misunderstanding, we would like to be clear that we are denying that ********************** was told by our estimator that his tonneau cover would be guaranteed for life. There is no record of ********************** being told this, we asked for a receipt stating such and he provided estimates from his insurance company, but with no mention of a guarantee for the tonneau cover. 
  
  ********************** was told at the time of repair that he could not go elsewhere for a different tonneau cover because we cannot pick and choose which repairs to do on an estimatewe are required by law to do a complete repair based on the estimate supplied by the customers insurance company to return the vehicle to whole, in this case, Geico. 
  
  We have never personally guaranteed parts, we guarantee workmanship. Parts are guaranteed for different lengths of time depending on the manufacturer, in this case, UnderCover. UnderCover guaranteed the tonneau cover from the time of repair through February 2020.  ********************** has added that his tonneau cover has leaked since day onewhich is by design. The UnderCover Flex is not waterproof, it is weather resistant. The product description states integrated channels in the side rails guide water to the front and out of the truck bed. 
  
  We know this is not what ********************** is wanting, but we decline to provide full or even partial assistance because we have not ever provided a warranty or guarantee on parts, and especially not for the lifetime of a vehicle. 

  Customer response

  05/21/2024

  I am rejecting this response because:  I am the only one providing documentation. Please request the original documentation. I would like to review the warranty that was promised. Again please reply with the documentation meaning copy of the invoice with the declaration of warranty. The invoice that I supposed signed accepting no warranty. 

  

  Business response

  05/29/2024

  We are unable to provide repair documents because the repair occurred more than seven years ago. We are required to keep documents for three years per tax law, but we store them offsite for an additional four years per industry standard, making for a total of seven years of document storage. Unfortunately ********************** repair occurred before this time, and so the physical documentation has been destroyed and digital documentation purged as per our information security protocol. 
  
  Information about the warranty on UnderCover products can be found at ******************************************
  
  Attached is a blank form we were using back when ********************** vehicle was being repaired, this represents the guarantee he has, if he can find this signed form and his original repair receipts. This guarantee only covers defects of workmanship, not parts, and therefore does not apply to the tonneau cover itself. 
  
  To clarify: The Toyota of Irving **************** guarantees our workmanship of repair for the duration of the owner keeping that vehicle, which can be phrased as lifetime. We require original receipts with a signed guarantee to do so. ********************** does not have his original receipts but even if he did, the tonneau cover would not be covered because it would be considered a defect in the part, not a defect in Toyota of Irvings workmanship. The tonneau cover as a part was covered by the manufacturer, UnderCover, for five years, during which ********************** never once reached out to us to indicate a problem. He states now that it leaked since day one, but UnderCover documents the cover being weather resistant, not waterproof, and describes channeling leaks as an intended feature of the product, so even if this detail could change things, it does not.  UnderCover will not warranty this tonneau cover. Toyota of Irving never promised to. We understand ********************** remembers that we did, and if he has proof, were always open to looking at it. But as things stand currently, we will not be able to provide ********************** with a new tonneau cover.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to the dealership to purchase a new car and many friends and family have purchased cars from that dealership before so out of trust and service given to friends and family we decided to go there. We settled on the price of the which was $30559 after tax and fees. They ran our credit and mentioned it to us that we got 4.49%. When we sat with the finance guy we specifically told him we didnt want the extended warranty which he agreed. When we got the paper work it was added on. Out of good faith we told them why we wanted to buy the car to start our Turo business and use the car on our free time. When we went back to say we didnt want the warranty they first said the rate was because the warranty was added which there was no documentation on it. Then they said they couldn't sell us the car for the 4.49% rate because of the nature of how we will use the car. Just because they were not making proper profits on their vehicle they decided to say they didnt want to do the deal after running my credit and now i will have a hard check on my credit score because they didnt want to sell the car because they didnt get the necessary profits by not being able to get extended warranty or by trying to give us a higher rate from a different bank. This is now how any organization should do business. They knew why we were going to use for rental business they could have stopped the transaction at that point but when i declined the additional costs they made up reasons and didnt provide any corporate policy documentations on it. I have never seen a dealership not sell a car to someone because we were going to use for a business related purpose after we told them they could have mentioned that before we started the process of running credit.

  

  Business response

  01/13/2023

  Business Response /* (1000, 5, 2022/10/31) */ We cannot correct the customer's credit report because it is correct--those inquiries were run, and we are required by law to keep a record of them happening. Had the customers been purchasing the vehicle for personal use as we believed up until they told us it wasn't, we would have sold them the vehicle at the originally agreed-upon terms. If the customers want to rent out a vehicle as a business, they need to purchase and insure the vehicle as a business. The lenders we rate shopped for the customers all declined the loan based on the customers intending to use the vehicle as a rental. Had we concealed this information, we would have been complicit in fraud, risk fines and legal action, and the vehicle could be subject to repossession which would be objectively worse for the customer's credit score than the inquiries.

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