ComplaintsforCar Toys Inc

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2022 GMC Yukon to car toys to get it detailed inside and out and also decided to get the windows tinted .This was October 21st 2023 around noon so they said my truck would be finished tonight and I could pick it up the next day when they open at 10am . Before I left my truck they did a walk around to check for any scratches or dents and checked all the lights,windows and windshield wipers door locks etc . Everything worked perfectly NO scratches OR dents so they had me sign a paper saying there was nothing wrong with my truck and if something happened to it they were responsible for it. I paid a total of $1416.06 for their services I left my $116,000 baby with them.I returned the following morning just before 11am and my truck wasnt pulled out of the (bay) is what they called it so they pulled it out and I started to walk around from the front to the driver side and I noticed a good size dent above my rear tire and I got sick and took a step back and started crying and my husband asked what happened and one of the workers said oh no let me get my manager the manager came out and said he will take a picture and send it to corporate and they will contact me. There was no apology or anything or we will get it fix even though they know they did it . I was so upset I couldnt even look the rest of my vehicle over and check the inside even out to see how it looked. Im sickened by how disrespectful they were and how they treated my vehicle with the amount of money I paid to get all these services done and I paid to have my truck damaged. Nobody has contacted me on getting my truck fixed Im getting the run around they dont have corporates number. I called the store and they say theyre isnt any manager there. I need my truck fixed they damaged it they need to fix it ASAP and I should be reimbursed for the services that I did get .They have caused me to have so much anxiety and stress my truck is a lot and to damage somebodys property is absolutely horrible.

  Business response

  10/31/2023

  Hello ******,
  
  I am so sorry this happened to you. We do have a damage process for scenarios like this. I will follow up with the store today and find out what is going on. As far as a refund, I will get with the store manager and come up with a solution that helps everyone. I do apologies for your experience. I will do everything in my power to make this process quick and less stressful.
  
  Thank you,
  
  ***************************
  OR Regional Manager
  Car Toys, ****

  Customer response

  10/31/2023

   
  Complaint: 20772264
  
  I am rejecting this response because: They have made no effort or attempt to fix my vehicle the only thing they have done is called 10/31/2023 and said they are still submitting a claim ( it was supposed to be done days ago) they were still asking me the same information they already have ( all my contact information) Im not closing this claim until something is done with my vehicle. If Car toys cant come up with a solution in a timely manner then I will go a different route .
  
  Sincerely,
  
  ***************************

  Business response

  11/10/2023

  Good day ******,
  
  My apologies for the delay. I do see that your claim was denied with our claims department. I am currently researching your claim further to see if there is anything I can do on my end to help you out with compensation. Please know that I will contact you by Monday, November 13, 2023. Thank you so kindly for your patience with this matter.
  

  Respectfully,
  
  ***************************
  OR Regional Manager
  Car Toys, Inc.
  

  Customer response

  11/15/2023

   
  Complaint: 20772264
  
  I am rejecting this response because:The claim was rejected why? You guys damaged *********** vehicle went in with NO scratches OR dents and when I picked it up it was dented??? I signed a paper saying there wasnt anything the employee (****) did a walk around and he checked that everything was working. Now you are NOT taking accountability for damages that your employee or employees did ?? Also here it is November 15th with NO communication with you guys. You stated you were going to contact me on November 13? Hmmm excellent customer service. You guys damaged my truck and you guys know it !! You need to grow up and take accountability for your careless actions. I have the paper I signed I have the photos that were taken in your parking lot .
  
  Sincerely,
  
  ***************************

  Business response

  11/30/2023

  ******,
  After our conversation today, it looks like you were approved to get that dent fixed. The Install Manager **** will be in contact with you with further instructions on the repairs today. 
  
  Thank you, 
  
  ***************************, OR Regional Manager

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 7th, 2023 I visited a Car Toys location to purchase an Apple Carplay/Android Auto setup for my vehicle. I decided to go with a wireless Carplay unit and added in blind spot cameras. The total amount I spent that day was $3,134. Part of that cost was also for an extended warranty on the products purchased and window tint.Several weeks after the installation a problem appeared with the Carplay function. The issue was that the navigation on the screen with Carplay enabled did not work properly when the blind spot cameras were activated. It was very confusing when driving because you would hear instructions to take a turn that didnt exist, proceed to the route which you were already on, etc. This problem occurred consistently enough that it made using the Carplay navigation unusable.I took it in and let Cartoys know about the problem. I left the vehicle with them. The fix was to move the *** antenna. That didnt do anything and they never even took the time to verify it was fixed. I returned on another occasion, took one of the employees for a ride to demonstrate the problem. Brought it in again another time. Waited nearly 2 hours for a 5 minute software update. Didnt fix it. Brought it in again, apparently some components were replaced didnt fix it.This setup should never have been sold. It doesnt work properly for a prominent function (carplay navigation) that is a primary use of the device.As of now, at the end of all of this, they removed the setup at my request as it is unusable. I was told I could not return the items but they would look into getting me some money back. Never heard from them. It sits in a box on my shelf.Its unacceptable that after spending $3k and way more personal time than necessary, and after the shop acknowledges the flaw with the setup and is unable to fix it, that I cannot return the product and get my money back. The extended warranty purchased? I was told it does nothing for this and is nonrefundable.Wow.

  Business response

  10/25/2023

  Hello, 
  
  In response to the customer's concern, we would like to clarify that the wireless Apple CarPlay system does work. What does not work is the customer's ****** Maps with the blind spot system that we installed. For some reason, it resets every time the blind spot system is used. We witnessed this issue and spent countless hours troubleshooting to find a solution, but unfortunately, we were not successful. It's important to note that this issue has not occurred in all of our experiences here at Cartoys. The radio and wireless Android/Apple CarPlay worked properly when the blind spot system was not connected.
  
  The customer requested us to remove the entire system if we couldn't find a resolution for the ****** Maps resetting issue. As an alternative, we offered to upgrade the customer to a unit with satellite navigation at no additional cost, where the blind spot system would not reset since it is built into the radio. However, the customer declined this solution, and we agreed to remove the system with the understanding that the customer would keep the radio, and we would restore everything back to factory settings.
  
  We agreed to refund the cost of the blind spot system and are working on refunding the labor associated with the installation. I advised the customer to give me some time to try and get this refund approved. As a gesture of goodwill, we agreed to remove everything at no cost to the customer. We will be contacting the customer to finalize the refund process.

  Respectfully,

  Car Toys ****** Management

  Customer response

  11/02/2023

  I received a call from Cartoys and they offered to refund the amount associated with the cameras only. Thats unacceptable. The system/setup as it was sold does not work. Cartoys has claimed that the carplay function is working. While that is true (and was never in dispute) the problem is that the entire package purchased together during this one transaction doesnt work. It can be said the cameras work properly too. Again, the problem is they dont work together. If I bought a computer system and the monitor didnt work when the computer was powered on, but then am told that the rest of the computer works, isnt acceptable. The offer to install a system with navigation was appreciated, but not at all what I wanted. I already had satellite navigation in this vehicle before I brought it in. When Cartoys called and I requested a refund for the carplay device as well, I was told Id hear back in a day. A week has gone by and Ive heard nothing from them. They have acknowledged and have been unable to fix the issue with the system they sold and installed. I am requesting a full refund for these products and labor.

  Business response

  11/08/2023

  ****,
  Hello, my Name is ***************************. ****** Regional manager for Car Toys. I tried reaching out to you at ************ to discuss your matter at hand. Sorry for your inconvenience and experience at the ****** location. I would like to fit you in into one of our other locations to fix the issue you are having. Please reach out to me at ************. I believe there is a way to fix the issue you are having if you give us one last chance. I will compensate you for your time if you allow us one more opportunity.
  
  Thank you,
  
  ***************************
  OR ******************************************* ****

  Customer response

  12/18/2023

  Hello, I'd like to update this case to reflect that the matter was resolved and the outcome was that I was provided with a refund. This was the desired outcome and I am happy with the response.

  This case was closed while the vendor and I were continuing working this out but I wanted to make sure that the resolution in the case was properly noted.
  

  My thanks to the BBB for your assistance -- it was a tremendous help!
  

   

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I presented my vehicle to diagnose and possibly repair my stereo which suddenly lost power and arrived on 9/28/23. I was told there would be a $177 fee for this. The Technician spent all of 10 minutes and returned to tell me that my stereo was fried as it wasn't grounded properly. We selected another stereo for $299. I was told by the technician that they were able to utilize my harness/wiring and that the funds I had already put down would go towards the installation. After the installation of the new stereo, all of which took under 1 hr I was charged an additional $625.61. My total credit card charges for this visit came to $802.87. My invoice shows 3 misc. LA charges ($140,$75, $95, 3 different "shop fees" ($21,$11.25,$14.25). This is deceptive, bait and switch behavior. I am seeking a refund of the $177.26 which was explained as the hourly charge for diagnosing, again this took no more than 10minutes to come tell me that the stereo was a lost cause.

  Business response

  10/20/2023

  To Whom It May ****************** apologize for any confusion or extra charges that Mrs. ******** is mentioning in her concern. 
  
  Looking through the invoice Mrs. ******** was never charged $175 for initial diagnostics. 
  
  Charges that were applied as follows
  1.$140 basic labor for radio installation. 
  2.$75 hardwire charge/repairing previous stereo harness
  3.$95 to reprogram steering wheel controls to new radio install. 
  4.$69 for diagnostics charge for previous radio that was not working. 
  5.Sony stereo $299
  This issue was resolved by Mrs. ******** coming into our store on Tuesday the 17th. 
  
  ****** store manager was able to assist the customer and refund the diagnostics charge of $77 after tax. 
  
  
  Thanks, 
  
  ************************* |WAS Regional Sales Manager

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a stereo from them and paid for them to install, once we received our vehicle back it was not done correctly and looked terrible, after expressing our concerns they would blame each other on poor communication and we continued to have issue after issue with the entire set up. After we tried to pick our vehicle up (that we already paid prior to vehicle being done) another employee tried telling us we owed more money and then another employee refused to give us our vehicle because we wouldnt sign a piece of paper saying we were satisfied with what they did and wanted to speak to a manger after awhile in the store and much back and forth later we were able to walk away with our vehicle without signing the paper and the manager would contact us when he was back. A couple more weeks go by and everything is malfunctioning on the new stereo and we lost many of our safety features in the vehicle so because of this we gave up and requested the manger take it back and put our old system back in. Another few days without the vehicle and our old system is back in and the bottom is wiggly and there is a hole in the dash area where they removed the microphone and they only partially refunded what we paid them, and there was a couple pieces not returned to us that they swear we lost but nothing was removed from our vehicles from the old system but thats the least of the issues. All around terrible customer service, buisness and installation. We are back to original with broken parts, a wiggly stereo and STILL owe THEM money. Also I found out they are commission based so that makes sense why the manager continued to try and push us into new systems instead of refunded the entire purchase and put the original system in. Also if we allowed them to put another one of their systems in they would of came to our house to install but since we respectfully declined they made us drive back to town and drop it off at their shop.

  Business response

  10/14/2023

  Hello,

  Could you please provide us with a store location that this occurred at along with any information about the transaction such as the receipt?  We are unable to find this information based on your name (only sale we can locate is from **** for someone with your first name/last name) or phone number.

  Respectfully,

  Car Toys ************* Team

  Customer response

  10/14/2023

  Sorry! It will be under my fiancs name and phone number. ******************* ************. The *************** car toys in ***** ******. 

  Customer response

  10/19/2023

   
  Complaint: 20734454
  
  I am rejecting this response because:
  I have reached out with name and phone number from this transaction and havent heard anything since. 
  Sincerely,
  
  ***********************

  Business response

  10/31/2023

  Hello ******,
  
  I do apologies for your experience and the poor communication from our ***** location. I am more than happy to help you. Would you like to take your vehicle into another location? We can address all the issues your vehicle has and fix them. If you allow us one more shot to fix your problems, I can give you store credit for the $350 that was not refunded to you.
  
  Thank you,
  
  ***************************
  OR ******************************************* ****
  
  

  Customer response

  11/02/2023

   
  Complaint: 20734454
  
  I am rejecting this response because:

  Instead of just refunded the additional amount that was kept we keep getting pushed to do business with you guys, our truck has been in there multiple times, again and again and each time another issue came up. I would like the full refund and you guys to pay for the damage that took place and another company that is not car toys to do it. I do not trust you guys to touch our vehicles anymore. You guys should be held responsible and pay for the damages and refund the money without pressuring us to keep taking our car back to you if we want our money back, and the only way we can seem to get our money is store credit. You guys had multiple chances to make it right and just kept making it worse and broke more things and misplaced pieces and blamed us  

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

  Business response

  11/13/2023

  ******,
  I tried reaching out to you regarding a refund at ************. I left you a voice mail. I do apologies that you are still dealing with this situation. Please feel free to call me back and we can move forward with a refund. 
  
  Thank you,
  
  ***************************, OR Regional Manager.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cartoys removed a device from my vehicle, the technician falsely stated that he checked the car for issues after removing the device and he did not. Upon picking my car up, every light was on in the dash. I had to get the vehicle towed to get the repair fixed. I gave cartoys the opportunity to correct the issue the same day I picked my car up/same day of service. The tech was gone for the day and a different tech couldn't fix the issue. There have been many attempts to recover the money lost for damages. I've made several attempts to work with this company (****) general manager. He has told me several times that he will get back to me but I go weeks and never hear back from him. I was without a vehicle for weeks, I had to pay a tow fee, I also had to pay hundreds of dollars to **** dealership to fix their mistake.

  Business response

  10/24/2023

  Hello,
  
  The store had a simple removal of an Intoxalock system that has 3 wires to unplug. This vehicle was towed in for the removal. Car Toys did not do the original install of the unit.  The install manager was the second installer that looked at the vehicle after the customer stated he had issues and we were not in any areas under the hood or over in the kick panel area that the dealership said they found wiring issues.  The connections were unplugged from the location of the original install and wire damage was not due to our uninstallation and prior to us taking it out. If the customer would like to return our calls and we can show the customer exactly where we took out the wires compared to the service notes from the dealership.  If any new evidence is available that would potentially show us that this was crafted by us, then we will revisit the damage claim process to try and help the customer.  
  
  Thank you, 
  
  *************************

  Regional Manager - ********

  Customer response

  10/24/2023

   
  Complaint: 20715442
  
  I am rejecting this response because: the vehicle was not towed in, I've tried contacting your general manager ****, several times and he tells me how busy he is and that he will get back to me. Last time we spoke, he stated someone was on Vacation and then never returned my call.The car was in perfect working condition when I drove it to cartoys the day of the incident. The person who took the device out, didn't check to see if the car was in working condition when he took it out because he didn't acknowledge that there was a issue. I've not received one phone call/voicemail from cartoys to resolve this issue. All I'm asking is to accept responsibility for what happened, ************ center said it was one wire, I have all the text and information from **** and it was a simple wire that cost me hundreds of dollars to fix including tow fees after the incident and two weeks without a car. It's unfortunate that cartoys will not take responsibility as I have several quotes to have an instillation done and because of this I don't feel comfortable having that work done now.  I did give cartoys a chance to fix it twice. The original service member who took the device out had left for the day and the second worker who tried to fix it stated that he didn't know what wires were disconnected. I was told to have it looked at and cartoys would fix it afterwards but I had the car towed to ****, I didn't want to tow it back to cartoys after the problem was identified due to the lack of experience cartoys said they had in this situation. I was told the guy who normally works on this was gone for the day so I had no choice but get it towed to **** to have it fixed. 
  
  Sincerely,
  
  ***************************

  Business response

  11/02/2023

  We are currently trying to reach out to the customer to find a resolution.  We have called multiple times and just waiting on a call back from the customer.

  Respectfully,

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

  Regional Manager - ********

  Customer response

  11/10/2023

   
  Complaint: 20715442
  
  I am rejecting this response because:

   

  I've emailed **** without a response once again. I did however talk to **** on the phone today. He was willing to negotiate half of the cost to fix my car. I shouldn't be responsible for paying half of your mistake. This damage was cause by your guys and I have proof via text messages that this damage was caused by removing *************. I shouldn't have to pay for this damage and I would expect cartoys to take responsibility without trying to negotiate the cost that I had to pay to get it fixed. Besides ****, I haven't had a phone call from the district manager to apologize or fix this issue. If this were my business, I'd be apologetic and fixing the issue. 
  
  Sincerely,
  
  ***************************

  Business response

  11/24/2023

  Hello,

  The customer and management team have been in contact to look for resolution. Unfortunately, what the customer originally submitted for the claim has changed and we have not received the new documents to verify costs.  We are trying to find a reasonable resolution, but it seems the customer is looking to settle this matter outside our normal claims process and was not accepting of what we had to get to settle this claim.  We can still further review the claim when the new documents are given to the store management.  We hope to find a resolution.   
  

  Respectfully,
  *************************

  Regional Manager - ********

  Customer response

  11/28/2023

   
  Complaint: 20715442
  
  I am rejecting this response because:

  Hello,

   

  I'm trying to be as reasonable as possible with this situation. I'm not making anymore trips into your facility as I was there recently and **** didn't ask me for anything. He had his head down in the document and wasn't acknowledging me, nor has he reached out personally to apologize. ****, however, has apologized and took responsibility for the issue and accepted responsibility but was only willing to offer half of the damage cost not including tow, several weeks without a car and initial damage. I shouldn't have to cover the cost of something that was damaged by the hands of your staff. 

  I will continue to reject these solutions until I have been compensated for the cost I afflicted due to the negligence of your installers. 

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

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service I received from Car Toys in ***********, located at ********************************************************************. On Saturday, September 10, I brought my ****** Impreza WRX STI 2007 to have a buff on the exterior of my car to get rid of surface visible scratches and swirls. I was quoted $175 plus taxes by *****, one of your employees, who said he was comfortable with doing the exterior detail and that most scratches would come off, especially the surface level ones. He told me to drop it off around 12 pm, which I did. I paid $221.58 for the service. However, I was very disappointed when I received a call from ***** around 5 pm, telling me he was just getting to my car and barely pulling it in. He called me later, asking me if I was okay with leaving it overnight, which was an inconvenience because I needed my car and was promised it would be done that day. I drove by once and saw him sitting down, not working on my car. I finally got a call around noon the next day, saying my car was ready. I walked around the car and everything looked good at first. He said if anything comes up to come back. However, not to mention there was product and lots of buffing material left on the car on crevices all over. There was buffing cream that wasnt cleaned up or washed. Two days later, all the scratches started to come back out. Not even a week later, I have pictures for proof that show the poor quality of your service. This is unacceptable and shows a lack of professionalism and care in your work. I request that you rectify this situation by refunding me the full amount that I paid. Theres no telling how much clear coat is left hence why I dont want them to redo it and mess up the paint and end up costing more I hope to hear from you soon with a satisfactory resolution.

  Business response

  09/25/2023

  To Whom It May ********
  
  We apologize that ****************** was not satisfied with the final result after we buffed out his vehicle.
  
  Our detailer set clear expectations of what work was going to be performed for the hour and a half that ****************** was charged for.
  
  ****************** was charged for a basic buff job to bring out the paint the best we can and any light blemishes to be removed with one step polish.
  
  Most of the scratches in the paint that ****************** is describing is more deeper in the paint and a full paint correction would have to be performed which typically takes 5-7 hours of work.
  
  ****************** was charged accordingly to the job that was performed.
  
  If ****************** wants a paint correction to be performed,please let us know and we can definitely help him with the cost of doing so to make sure he will be a happy customer of ours.
  
  Our standard rate is $140 per hour, we will do $100 per hour if needed to help ****************** out and make his car look as new as possible.
  
  Thanks,
  
  *************************
  WAS Regional Sales Manager
  CARTOYS

  Customer response

  09/25/2023

   
  Complaint: 20623375
  
  I am rejecting this response because: a lot of the scratches that I wanted to remove and swirls were not deep scratches even the employees went over with there fingers on the driver and driver side rear door and said they would be removable because they were surface not deep u couldnt even feel with mail so I was charged 175 plus tax and shop fee I understand there was deep scratches and we agreed on those werent coming out but I knew that already I was there to buff out the scratches I was told could disappear but ***** and hybrid worker him self as well I dont want another detail from you guys you guys dont have a gauge to determine how much clear coat is left on the car and I dont want further damages I prefer a refund on it so I can take to a shop thats specializes in vehicles exterior details 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the 3rd time I have complained about this unsolved problem.I have now waited over 8 months, I purchased a Kenwood DMX709S car receiver that is NOT HDMI capatible The solution that Car Toys came up with was to order and replace with a Kenwood KCA-HD200 cable. As I stated in my initial complaint, the problem is the 3rd party adapter that connects the cable to my phone. On my initial visit, "free installation" was supposed to be included, but I was charged.Since I've waited all this time for this problem to be resolved all I want now is to have the Kenwood DMX709S replaced with Kenwood DMX958XR at no additional cost to me .

  Business response

  09/25/2023

  To Whom It May ********
  
  I apologize about the wait that **************** waited for,unfortunately end of August was the first time that the complaint went through for us to react.
  
  Our Tacoma location went through management staff change within that period of time, when the complaint came in we took care of *************** request right away.
  
  The part KCAHD200 that **************** is describing is a special order part, which was back ordered back when the stereo was bought. The stereo doesnt come with this specific cable its up to our customers or the store to order it separately which we did but it was back ordered.
  
  When we seen the email that **************** wrote about waiting for this part, we went ahead and took matters into our own hands and ordered it online through Amazon with no additional cost to the customer and took care of the issue within a week.
  
  This part could have possibly also been bought by **************** personally most likely some time ago if he didnt want to wait for our special order department.
  
  The radio that **************** is requesting model DMX958XR at no additional retails for $849, the one that was originally purchased that *************** paid for was $349 (radio only).
  
  We are more than happy to exchange the unit even its a 9 month old radio that has been used, we can sell the model DMX958XR at our cost which is $650 and no additional labor charge for the swap, which brings about a $300 dollar difference.
  
  Please let us know how we can assist further with this matter and get **************** taken care of the keep him a long time Car Toys customer.
  
  Thanks,
  
  *************************
  WAS Regional Sales Manager
  CARTOYS

  Customer response

  09/28/2023

   
  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

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aug 24 i paid $519.46 for service that they were not able to complete. I was told that i would get a refund but i have not yet to receive it. I went back to the store where i paid for service at but the manager refuses to give me my money back he says he already did when I explained to him that the money has not hit my account and will not hit my account but it no longer shows pending it just dropped off with out ever posting today is august ************************************************************************************************************ so much distress because i have other things to do with my money and i was ensured by the manger that the service will in fact guaranteed to be done before i swipped my card so i feel like its his fault for giving me false information he gave me a corporate number to call cause he said there is nothing he can do but that number doesnt work it would be really great if you all can help get my money back

  Customer response

  08/29/2023

  I have received my refund thank tou guys for the assistance in thes matter !

  Business response

  09/06/2023

  Hello *******,
  
  I am sorry for the delay in getting your refund. We did confirm that all the correct procedures were followed at the store location.After we process transactions it is up to the banking institutions handle the allocation of funds. It can take some time for it to show the process complete in your account. It is fairly common for this to take 3 to 5 business days.

  Respectfully,

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

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car toys in ******* ** on Aurora, those guys are scamming customers. I went there for a deck when i was ask I told them i wanted a radio deck with free installation. I pick the deck with free installation now i need to buy everything for the installation plus speakers they couldnt do the installation the same day. I dont know why no customers the whole time i was there i was ask to leave my car there and to put down $100 pick ip my car the next day ****** said. They park my car somewhere for 3 days and charge me $300 for nothing plus the $100 that i thought was going to the car deck with free installation nothing was done for $400

  Business response

  08/23/2023

  To Whom it May ********
  
  Mr ******* came in on August 3rd wanting to do a system in his vehicle. After spending some time with our sales person they have chosen a system and agreed on a price which was around 2k. At the time Mr ******* didnt have all the money to pay up front and put a $100 down towards his total to start the work. Mr ******* also acquired about finance options which were given to him to apply which he stated he will overnight and if that didnt work he will pay for the rest of the invoice the following day.Permission was granted for us to work on the car and the vehicle was left overnight for us to start the work. Our installer started the job the following day spending 3hrs with amp install and a Hi-Low processor and routing all the wiring. That same day Mr ******* called the store and stated he was declined on both finance options and doesnt have funds to cover for the rest of the labor and product, at that point sales person stated well the vehicle has been started and worked on for several hours. Sales person also stated that we will stop and at this point but 3hrs worth of labor has been performed that Mr ******* will have to pay for. Mr ******* at that point hung up than called the store back within an hours stating he has a credit card that he would like us to use to pay over the phone, sales person ran the whole total and it was declined. We stated again that min of 3hrs of work will need to be paid at the time of car pick up for labor, installer ended up pulling everything out that he has done so far for the vehicle to be ready to be picked up. The vehicle was picked up that same evening by another party and not Mr ******* and they paid the difference for us to release the vehicle. Attempted credit card that was used that got denied didnt go through please see case number ********** with ************************* for further information.
  
  Thanks,

  ************************* |WAS Regional Sales Manager | CARTOYS

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was working in the area at the time and saw Car Toys was having a sale. I had previously had a *************** installed at a location closer to my home but I figured since I was in the area that week I could utilize my time and distance better. I brought them the other radio and asked if it could be installed in my car and they said they could and it was compatible but they were having a sale and I should upgrade. I looked at the other radios but I really wasn't trying to spend more than I needed to just to have Bluetooth connectivity. There was one radio, a Kenwood, that was similar to the one I already had and it has a lot more functions like Android Auto, etc. The cost of installation, radio, and radio mount was A LOT over my budget but they suggested I do the **** financing. So, I did and was approved for a little over $700. I paid $266 out of pocket right then. This happened May 16, 2023. I noticed connectivity issues with the system in the first few days of using the radio. My android phone had to be plugged in via USB to run the radio. It wouldn't stay connected and would cut off every other minute! I tried several different data cables and always the same thing. When I brake, the entire system goes black! I began to just listen to my music via the Bluetooth and it still cuts out! I wanted to take it back but wasn't able to go because I had to have ankle surgery. Once I was able to drive again, I took it back. I went to the location nearest me and they said I had to go back to ****** because of commissions involved. I thought that was stupid and it should be able to be looked at via any location. That was at the end of July. I was finally able to take it to ****** at the start of August. I spent August 6, 2023 in ****** and it still didn't get fixed! The tech guys were very condescending and acting like I did something to cause this issue. I contacted their corporate office and they routed me back to ******. They have been giving me the run around!

  Business response

  08/18/2023

  Hello *****,
  
  I am sorry for the difficulties you experienced. I appreciate you giving us the opportunity to resolve your concerns. During your last visit I believe that we were able to get everything working as it should. Please reach out to ** if you have any further issues or questions.

  Respectfully,

  **************************************** Manager *****

  Customer response

  08/18/2023

   
  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.The radio is currently working and if things change I will definitely let them know!
  
  Sincerely,
  
  *****************************

  Customer response

  08/24/2023

  I wish to have this case reopened. I thought everything was resolved but it isn't. The connectivity issues have reappeared causing my battery to drain. My altenator was tested by 2 different mechanics and is sound but my battery continues to drain even when EVERYTHING is turned off. Both mechanics feel it's connected to the radio because I didn't have these issues prior to the installation. It could be the way the car was wired from the factory but we can't be sure. All I know is I want this radio out of my car and a FULL REFUND  because I am tired of dealing with this issue.

  Business response

  09/23/2023

  To whom it may concern,

  According to our records the equipment was removed and a refund was processed on 9/1. 

  Respectfully,

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

  Customer response

  09/26/2023

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

*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. ↩