ComplaintsforCar Toys Inc

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The nature of this dispute is the following:1) Lost property 2) Poor product installation 3) Damaged property 4) Defective property 5) Poor customer service 6) Insufficient proposed refund 7) Insulting customer when attempting to discuss resolution 8) Abnegation of responsibility for care of Customer's property

  Business response

  10/18/2024

  Hello Mr. ***************** am sorry to hear about the challenges you have been experiencing. I know you have been in contact with the regional manager and he is working with the store manager to find a solution. Please reach out if you have any other concerns.

  ***** ******

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 9/27/2024 Amount: $194 - interior detail classic package On 9/27/2024 We took our recently purchased 2007 ****** versa in for our schedule to leave overnight for a next day detailing service to Car toys in *******, ***On 9/28/2024 the service department texted me and called me to let me know the vehicle was ready for pick up, when i arrived to pick up our vehicle and i have photos showing the service offered on their classic detailing package was not performed all was noticed was a simple vacuuming that was done to it, i ask the supervisor what was done and he inspected and admitted the vehicle was not detailed and asked me if i could leave it overnight again, we did leave the car again and when i called to ask if it was ready i got two different answers try picking it up at 7p then i was placed on hold and the manager by the name of **** stated i could pick up at that moment, when i arrived to the cartoys center, i have photos showing our vehicle got a semi detailing not as advertised. Im disappointed with their service performance, the classic interior package detail advertises multiple services that were not performed and i would like my money back.

  Business response

  10/14/2024

  Reina, 
  I apologize the work wasnt satisfactory to your likings. I will share your feedback with the team, and we will make improvements in our quality of work. 
  
  I will have the Store manager reach out to you for a refund. If you have any other concerns, feel to reach me at ***************************************************************
  
  Thank you, 
  **** *********

  Regional Manager - ****** and ******************

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/27/2024 I paid $1343.00 The Business has not committed to anything other than this practice is known and accepted by Corporate.The attached sign was located under the Stereo that I purchased and It clearly SAYS FREE DECK INSTALLATION. They have not tried to resolve this other than to answer my review that I left on ****** by just to apologize for their deceptive ************** does Advertising Deceptive Advertising! When I brought this to their attention they basically told me that they know that it was False Advertising but Corporate just wanted to get Butt's in the door and it was acceptable. I believe that I should be refunded the $694.00 or close to that Number!! They were replacing a Modern Pioneer Stereo that was also purchased & installed through them some 8 years ago. So there isn't much that would have needed to be added.

  Business response

  10/03/2024

  Hello ****,
  
  I am sorry for the confusion with your purchase. The tag image your provided does say free installation. If you read directly below that message, it says that additional parts and labor may be needed. Even when replacing an aftermarket radio, some parts or additional work may be necessary. The salesperson and/or the installer should have given you a breakdown before the work was performed. If you reach out to the store manager, he would be more than happy to review your order with you to ensure that the charges were appropriate for the situation. 

  Respectfully,

  ***** ******,

  Regional Manager - *****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Email to Car Toys: I took my truck in to be detailed yesterday on September 5 at the ********************** location they. They completed a pre-inspection to confirm there was no exterior damage to the vehicle and ****ed it in good condition. I stayed at the location while they did the detail and then drove home at which point immediately noticed a large gash in my tailgate. I drove back immediately and let somebody know.He told me that the detailer was at lunch and called her. He then came back and told me that she said the scratch was already there. I told him that she didnt **** any damage on the pre-inspection form and indicated the vehicle was in good condition inside and out before she did the detail. We both signed that form. He then told me that she said she remembered me from the last time I took the truck in which was more than a year ago and that she remembers talking to me about the scratch which is a complete and blatant lie. When you see the photo youll immediately notice it is not a scratch. It is a very large significant gash and dent in my tailgate. If it had been more than a year old, it would have rusted or something but this is clearly new damage. The person then asked me if I stopped anywhere on the way home and possibly ran into some thing. If that were the case, it wouldve hit my bumper not the tailgate.He then told me that he would have to send all the paperwork to corporate and that somebody would email me. As of yet nobody has emailed me. I called the store again and he told me that he couldnt give me a direct phone number but that somebody would contact me at some point and that he gave them all of my information.Attached is a photo of the pre-inspection report that was signed by me and the employee and photos of the significant damage that was done to my truck. I highly doubt an employee would ignore damage that significantly on their pre-inspection form. The reason there is nothing on there is because there was no damage.

  Business response

  09/17/2024

  ****,
  
  Sorry for the experience, we do have a damage claim process. Could you send over photos of the damage and year, make, model of the vehicle so that we can start the claim process. We would also need the *** #. 
  
  I will get the claim submitted for now and wait for a reply. My email address is ************************************* feel free to email me the photos and again I do apologies for your experience.
  
  Thank you, 
  
  **** ********* | ******-Regional Manager 

  Customer response

  09/26/2024

  Thank you for responding. 2020 **** F-150 XLT. 

   VIN: *****************

  Business response

  10/02/2024

  ****,
  
  I apologize for the experience at the Olympia Cartoys. We do have a shop damage process we go through. I will make sure today we get all the pictures submitted and wait for my cooperate office response. In the meantime, I will get a quote to see how much the repair cost for the damage and try and just take care of you on my end. Thank you and again, sorry for the inconvenience. 
  
  Thank you,
  
  **** ********* | Oregon-Regional Manager 

  Customer response

  10/02/2024

   
  Complaint: 22268049
  
  I am rejecting this response because: the repairs havent been completed so I was hesitant to close the issue. However it looks like there is some progress and if I can work directly with the manager that replied I am happy to do that and then close the BBB complaint. 
  
  Sincerely,
  
  **** ******

  Business response

  10/16/2024

  ****,
  
  Yes, I can work with your directly. I am waiting for the estimate for the repair on my end. I will contact you once I get the repair cost.
  
  Thank you,
  
  **** ********* | ******-Regional Manager 

  Customer response

  10/24/2024

  Hi. Im just curious how they are getting an estimate if they havent looked at my vehicle. 

  
  

  Thanks! Happy to work directly with the business. 

  
  

  ****

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had this business install a NEW navigation system, including my radio, speaker for the phone. They left the original radio installed but disconnected it. So all of my equipment in my truck goes through the navigation system.. About 6 onths after I had this system installed I tried to use me moonroof and it didn't work. I checked the fuses myself and had a neighbor look as well. Everything looked fine in the fuse box. So I just figured that I would take it to my local ***** dealership to have them check out my issue. After 3 hours of diagnostic checking and testing they came back and told me that BOTH my switch for the moonroof and my switch fo the dimming of the dashlights were left unplugged. This cost me more than ******. I contacted them and they said "per company policy that if I would have taken it to them they could have checked it out". I said how would or could I have known that the switches being unplugged was the issue. I just thought it was an issue with my truck and NOT the navigation system install that caused my two switches to fail. Logically I figured it could have been an electrical issue or similar. When the mechanic came back and told me that the two switches were unplugged I went back in my mind and said it must have been when my navigation system was being installed by Car Toys. I never thought about the installation having been the issue because I paid over $2400 to have it "professionally installed". So now I'm out over $178 to fix an issue that was not mine nor the dealerships fault but the installers at Car Toys.

  Business response

  08/16/2024

  Hello,

  I talked to the customer and we will be sending a check for customer service out to the customer. He is happy and will be removing the complaint.

  Respectfully,

  *****************************,

  Regional Manager, **********

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7 Car Toys ordered a CD player for me. They knew my vehicle because it was described on the invoice. I prepaid for it. When it came in, I paid them to install it. At that time they determined that is was incompatible with my vehicle. They refused to refund my monies. I have placed two calls to their regional office *************). To date they have not returned any of my calls.

  Business response

  07/29/2024

  To whom it may concern,

  Just hanged up the phone with **************.************** is happy to be going back to ************* to receive his refund in full. Thank you for giving us the opportunity to correct this matter.
  
  Respectfully,

  *****************************
  WAS Regional Manager
  Car Toys, Inc.
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where do I begin? The techs have no clue what theyre doing. The first time I was there they cut holes in my vintage Jeep that didnt need to be cut. The owner ***** had to get involved. Now, they did a parasitic draw test and informed me its my dome light thats killing my battery. ******* wanted to CUT my original wiring and hard wire a new dome light and put in a new door pin. Upon hearing that I took it to the **** dealer because I know that was completely wrong. It has NOTHING to do with my dome lightits a Gem Module. The manager was hard selling an alarm because we thought it may be that. When I told them it was a Gem Module it was no shock they were clueless what that was, but it was the giggling at the counter that was unprofessional.

  Customer response

  07/25/2024

  I forgot to mention ******* pulled a fuse he said would solve all my issues with the dome light draining.
  
  When he pulled that fuse, he also killed my speedometer and other critical things as shown in my photo included.
  
  Please feel free to reach out if needed.
  
  ************

  Thank you,
  Jan

  Business response

  07/29/2024

  To whom it may concern,

  ************** agreed to return to our North Seattle store location tomorrow and meet with the Store Manager **** directly. **** will be refunding ************** for the full cost of the diagnostic she provided. Please accept our apologies for the delay in providing your refund.

  Respectfully,

  *****************************
  WAS Regional Manager
  Car Toys, Inc.
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 24, 2024 i took my 2004 monte ***** in for old window tint to be removed and new window tint applied. I paid over $1,100 and picked up next day. I was told to use windows as less as possible for first week. I've rolled down my driver's window after the first week many times but hadn't had to roll down passenger side window till july 10, 2024. The window would not roll down and it rolled up and down without any troubles before. About 10 minutes later, my passenger window fell down. Had trouble getting up but finally went up and damaged the new tint, long scratches. I called car toys and told them what happened and had me make an appointment. I took car in at appointment time and manager there said they dont mess with the tracks when applying tint. I told them well they have to roll window up & down and when i tried window for first time, it wouldnt even roll down. The took it in garage for 10 minutes then manager proceeded to tell me that whoever put after market speakers in is who is to blame for my window and damages. I find that to be a complete made up story as those speakers were put in at least 15 years ago and window always worked fine before. If window was out of track then their employee wouldnt of been able to apply the tint. Bottom line my window worked fine before taken to car toys in federal way, wa and now wont work correctly and damaged the new tint. Oh they did offer to fix tint of course at my expense. I want the damaged they caused fixed free of charge.

  Business response

  07/28/2024

  To whom it may concern,

  
  I spoke with the Ms. ******* She will be getting her window fixed and we will re-tint the new window at no cost for her. Ms. ****** will contact me and I will personally get the appointment scheduled at another store to get it done.
  
  Thank You,

  
  *****************************
  WAS Regional Manager
  Car Toys, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about having some equipment removed, this is regarding the car toys location on ****** near 130th. They are service center for a company called intoxalock, I was calling to have a device removed. He was completely flippant and condescending, guy named who ***** said he was a manager when I called, I questioned him about some ridiculous pricing I was quoted, saying they wanted almost $200 to remove a small piece of electronics I no longer needed installed, that would take literally 15 minutes. I asked him about this and explained my financial situation and he could not seem to care less and got an attitude about it and then said I could take my business elsewhere. This is completely misleading and manipulative because this company is not supposed to be charging anything and their fees for what they do charge has gone up 400% in the last 5 years, I saw an old pricing sheet posted on the wall when I first got it installed. Basically the state gives a low income voucher providing payment for most of these services including calibration, install, and removal, and now car toys has jacked up their prices exponentially so that the customer has to pay them on top of it because the amount they are being sent from the company doesn't cover their inflated charges. This person ***** had such an incredibly horrible attitude I can't imagine how he had a job in customer service and I think he should be terminated from employment. He instantly had an attitude. This equipment needs to be removed from my car free of charge. Anything beyond the original payment order amount of $80 intoxalock them already needs to be waved because I am on social security, I don't have the money to pay for that, and there is no reason I should be charged that for something I can't avoid, it's not like I can take it off myself.

  Business response

  07/15/2024

  To whom it may concern,
  
  ****************** was very unruly including cursing out the employees and demanding we uninstall his device for free. We explained to ***************** that he may be able to obtain a low-income voucher, but he will need to call Intoxalock to get approval for the voucher, a work-order, and a PO (Purchase Order) for $80. $80 is maximum Intoxalock pay. Our Car Toys rates and charges come to roughly $153. The ******** store location already took care of Mr. ******** uninstall/removal yesterday. Our Lynnwood store associate ***** was even kind enough to call Intoxalock himself to receive the approval,work-order and $80 PO on Mr. ******** behalf even though he had been being treated so badly by ******************. The difference of $72.63 was paid by *****************. ****************** was frankly very rude and unreasonable in our interactions. 
  
  Regards,
  
  *****************************
  Car Toys Inc.

  Customer response

  08/05/2024

  Their reply is completely unsatisfactory, it was flippant rude and dismissive, just like the manager I dealt with. What they said about what I did was boldfaced lies, and that particular location in ******* has hundreds of terrible one-star reviews on ****** full of customers who have had the exact same experience I have. That manager should be fired and the fact that I had to drive to ******** to get the same service I should have received for free in ******* cost me time and money and I'm still demanding the full price of the uninstall as a refund for the inconvenience and bad service. I will not be treated this way.

  Customer response

  08/06/2024

  Hello we spoke yesterday, I got the email notification saying that my case had been reopened. Thank you. I just don't see anywhere I can put any more information from my side of it. I wanted to also add that whoever wrote the reply to what I said, said some things that were just incredibly blatantly untrue. What I said in my original statement I think clearly outlined the fact that I already had the low income voucher, they knew that, I was explaining that when I called, and they were still telling me I owed them over $100 for a fee that they were claiming that they were charging on top of what had already been paid by the company. I was only offered the reduced rate when I explained what a horrible interaction the manager in ******* had put me through and that I didn't have the money to pay them a fee on top of another fee that was already paid, that's why the Lynnwood store gave me the option to pay a reduced rate in the end. I shouldn't have been paying anything at all I was already on the low income voucher from the **** That's the point. So like everything he said in his reply was just completely false on every level. I honestly cannot believe this company is in business.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted ******'s customer support number from their website to explain the problem I have with my order. *** marked it as Damaged + Returned and the service rep was pretty rude. He kept being rude saying that the package was lost when it's clearly not, it's being/was returned back to the in WA state. The rep on the phone had a very rude tone.

  Business response

  07/19/2024

  Good day *********,
  
  Please know that we are currently working with *** on your shipment tracer investigation. Amid the investigation,*** may need to speak with you, and they may reach out. We kindly ask that you do cooperate with their investigation efforts if requested by ***. Per your request, I have initiated your refund. Please expect a credit memo shortly via email as verification of the initiation of your refund. If you have any further question, please reach out to us at contactusonline@cartoys.com.I do hope this information helps.
  
  Respectfully,
  
  ***********************
  Online ********************************************* ****

*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. ↩