ComplaintsforCar Toys Inc

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** Camry Hybrid in January 2020. Government organizations like school districts and law enforcement have illegally used their powers to hack my vehicle to illegally surveille me, invade my privacy, harass, exploit, and threaten me while in my vehicle and driving. It is a dangerous condition and causing a lot of distress to my health. I have contacted ****** by phone and through email to resolve this issue previously without any success. The last time, the only thing that was mentioned is that it was probably law enforcement who can access my VIN of my vehicle just by looking up the license plate, where all my information shows up for them. Regardless, ****** should take on an active role in stopping such dangerous illegal hacking conditions by assisting consumers of it's hacking flaw, helping with trying to convict corrupt and criminal organizations or people invading citizens' civil rights, fixing the hacking problem in the vehicle through replacement of vehicle or software, and compensating consumers like me for purchasing a flawed vehicle that subjected me to dangerous driving conditions and health distress.

  Business response

  07/17/2023

  To Whom it May ******************* message does not appear to pertain to our company.  This appears to be regarding ****** as the company this complaint is supposed to be for.

  Respectfully,

  Car Toys Inc.

  Customer response

  07/24/2023

   
  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 drop down menu for business location was a little confusing as it was the first time ever using the website, and selected the wrong company.  Sincere apologies.

  
  

• Initial Complaint

  07/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled an appointment for July 2 at 10am at Cartoys in ******, ****** to inspect a faulty camera attached to my Intoxalock interlock device. After 1 hour of waiting, I asked if my car had been looked at yet and the employee said that the car would not be looked at until they had time, and that any Intoxalock related work is drop-off only and not a priority, even with an appointment, and that Id have to wait indefinitely. I have a job, so I had to leave without getting the camera fixed. This was not only a waste of my time and gas, but now I still need my camera fixed to be able to drive my car while staying within the rules of Intoxalock.

  Business response

  07/10/2023

  Hello,
  
  I Have contacted customer over the phone and have rescheduled him for tomorrow morning 07/04/23. I apologized for his experience and provided some clarity with our appointment drop off service. We will prioritize the customer at the time of arrival so that we can get his service addressed accordingly in a timely manner. I will be following up with the team so that this does not happen again and set proper expectations with our business partners as well as customers. 

  Respectfully,

  ****************************************

  Store Manager - ******

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my vehicle into location to have my speakers rewired in the rear. They removed my stereo and ripped the connections on my stereo which caused me to have to go buy a new stereo, and I would like a refund for my stereo, and for the installation cost.

  Business response

  06/22/2023

  ******************* came in to have the rear speakers fixed/replace on her vehicle. We charged her less than 1.5 hours of work to replace the speakers and repair the wires going from the speaker itself through the boot that leads into the vehicle. The radio that was in the vehicle at the time was not installed by Car Toys nor was it installed to Car Toys standards. We advised that the radio was not properly installed and offer to fix the wiring at our standard rate. She refused to do so and denied our recommendation. The location Installation Manager showed the customer where the issues were to give her a clear understanding of the potential problems. The repair did not require us to run wires to the back of the radio. After the issue we were asked to fix was completed the vehicles audio system continued to have problems which was when we took a look at the radio wiring to attempt to help beyond what we charged on behalf of good customer service. As professionals and being years into the business we go above and beyond to provide the best customer service we can offer. That being said we offer lifetime warranty on our installation for the length that the customer owns the vehicle. *** did not bring the vehicle back to give us a chance to revise the issue before purchasing the new radio she wants refunded. At the time Car Toys will not being refunding the work we have successfully provided nor do we feel responsible for the existing radio issues that were there.

  Respectfully,

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

  Regional Manager - ******/Eastern Washington

  Customer response

  06/22/2023

   
  Complaint: 20218283
  
  I am rejecting this response because:
  They were never supposed to mess with my radio in the first place the technician ripped my wires and that is at your fault and I tried to talk with manager and he was only accusing me of being at fault when they shouldve never touched my radio since the job they were hired to do had nothing to do with my radio and as I explained to the manager my wires werent ripped before I brought it in and your business is at fault 
  Sincerely,
  
  *******************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 27,2023 I paid Cartoys at the Southcenter ******** to build a custom speaker box for my truck. The speaker box was to hold a tweeter and a mid range speakers. I was promised a completion date of a week, since then there's been little to no progress. I've talked to the employee assigned the job and he says I should've paid more. I also told them that was the price I was told to pay and I had to pay up front. After 8 weeks the job is still incomplete. I'm hoping the BBB can help me with a refund with the parts, complete the job or both. I should not have pay for a mistake the front office made.

  Business response

  05/30/2023

  To whom it may concern,
  
  Truly apologize on the time this custom build is taking. 
  
  The installer thats assigned to this job should have gave a better time frame completion from the start of this job.
  
  Being that its more complex and also maintaining daily business, time expectations were not set correctly. 
  
  Store manager contacted ****************** last week stating that if the job doesnt get completed by end of the month (EOM) that the customer will get the refund. 
  
  ****************** agreed to the terms and our goal is to have it finished by EOM May. 
  
  Again apologize for any inconvenience that this may have caused. 
  
  
  Thanks, 
  
  **********************;

  Regional Manager - Washington

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding the advertisement that brought me to the store. I chose Car Toys because they offered "free installation" and a "free back-up camera." No where did it indicate that installation of the back up camera was not free. Due to very poor customer service, the camera was not installed even though I mentioned it at least 3 times. It was when I questioned them that I was told it would be an additional $180 for installation of the camera. I did contact the store manager regarding this as well as several additional issues I had. My concern here is that I felt there advertising was very misleading. They were aware of the install charge yet did not advise me until the install of the car deck was complete. They did not even offer to provide the camera. It is false advertising to say something is free then try to charge for installation after I committed to the purchase. I want what was implied in the ad: Installation of the B/U camera at no additional installation charge. This was at CT store ************************************

  Business response

  05/30/2023

  To whom it may concern
  
  I apologize for any confusion that are add has caused for the installation of the back up camera.
  
  Our online and in store promotion this month was free basic installation on qualified Kenwood units which also qualified to receive a free back up camera.
  
  The camera is free, but installation is not included. Our website states that we include our radio installation, but doesnt mention anything about ** installing a camera for free. Same promotion in store, and states that installation on back up camera is separate.  
  
  Looks like we agreed on helping with the cost of installation on 05/29 and installed the camera for half off.
  
  The dash kit was also replaced, due to minor scuffs.
  
  Again apologize for any confusion and glad the store and customer found a solution.
  
  
  Thanks,
  
  **********************;

  Regional Manager - Washington

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a sub replaced in November and the speaker stopped working causing a burning sensation in the cab of my truck so I quickly muted my radio which caused the smell to stop when I called car toy on 05/08/2023 at ************************************************** and spoke with the assistant they said that they would not warranty it out even though it is in the one year warranty the store tune my amp to adjust for the different subs

  Business response

  05/16/2023

  Hello,

  I am sorry about the confusion regarding your warranty status. The store has informed me that they were able to get your situation resolved. Please let us know if you have any questions.

  Sincerely,

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

  Regional Manager - *****

  Customer response

  05/16/2023

   
  Complaint: 20035659
  
  I am rejecting this response because:
  It wasnt a speaker that was damaged it was the one that was the original sub that was never replaced 
  Sincerely,
  
  ***********************************

  Business response

  05/23/2023

  Hello,

  We have replaced the product in question with a new one. We believe this matter to be handled. 

  Respectfully,

  ***** Management

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car into Car Toys on January 7th, ************************************************************ my ****** at the Broadway, ******, **. While I understand that sometimes issues can arise during installations, I expected much better from a company that prides itself on a "lifetime installation guarantee." The price was higher than a competitor but I was told this was due to a part the competitor wasn't including that I needed (Starlink cord, I believe). The installation took longer than promised, which was already an inconvenience for me. They had asked if they could keep the car for an extra day. The real problem began when I picked up my car and realized that the **/Heat was not working anymore. I called and was asked to return to the store - after looking at it, I was informed that a part needed to be ordered from ******. I then had to bring my car back to the store yet again once the part was received, only to be told that the issue had been fixed. Unfortunately, this was not the case. Now, months later, I realized that the ** is still not working properly (since things have finally heated up enough for me to turn the ** on long enough to wait for it to cool down). Despite the fact that the A/C light is on and air is blowing out, the ** never cools. I am extremely frustrated with this experience, and I am concerned that if I bring my car in for another repair, the issue will not still not be resolved - I'm not sure Car Toys knows what they're doing in terms of fixing this issue. On top of it this has caused me to email, call, and drive my car in multiple times, wasting my time and energy. I've reached out a few times in the last few days since realizing the issue and no one has contacted me back with any sort of resolution or even acknowledging it, so I am ready to start escalating this issue to reviews, complaints, whatever it takes.

  Business response

  05/09/2023

  I reached out to our customer on 5/3/23 to find a resolution.   The Store Manager and Install Manager called the customer and left a voicemail for resolution.  The customer did call both myself and store management back to set up a time this Saturday 5/13/23 to get all issues resolved.  We guarantee to get all issues addressed and appreciate the customers patience.   We have a lifetime installation warranty that we will uphold and take care of our customer.  We apologize for the inconvenience of having to come back to get this all resolved. 
  
  Thank you,

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

  Regional Manager - ********

• Initial Complaint

  04/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 6, 2023, Car Toys of ***** located at **************************************************, worked on my Yukon to install overhead screens, new radio, usb port. They called me to pick up my vehicle and the work seemed completed correctly. However, after a few days of driving my vehicle, I noticed several things that were not done as agreed. The usb port was not in the location we agreed, the radio made a hissing noise, and my radio was not flush with the kit. I took my truck back and asked for these things to be corrected. I spoke to the manager named ****. She mentioned that they could easily fix these items but I would have to pay the labor costs once again. I explained that these are items that we agreed to have done in the first place. Her rebuttal was to discount the labor rate by a small amount but unless I paid, they would not work to correct the items regardless if it was agreed upon prior. I reminded her that I had already spent over to $4,000 on this transaction alone and approximately $10,000 accumulatively between all my other vehicles I had brought to them within the last 12 months. Her response was simply that I had to pay again. The additional cost was not the issue. I could easily pay the amount. This is an integrity issue. It is clear that the integrity, caring, and ethics of this location, more specifically this manager, is severely lacking. I have not had experiences with any other Car Toys locations, but if this situation is indicative of Car Toys corporate culture, there is a bigger problem that needs to be addressed - starting from the top management. Ironically, Car Toys proudly posts The Car Toys Promise on all of their receipts. It states We strive to exceed your expectations as a Car Toys customer. If, for whatever reason, you are not satisfied with your purchase, we will help you return it or work with you on finding the best fit. What I experienced, made me realize that this promise is worthless and unfounded.

  Business response

  04/14/2023

  Hello ****,
  
  I am sorry that the experience you had did not live up to the standards we strive for. The location manager will be getting ahold of you shortly to set up an appointment. There will be no charge to take care of the items you listed. We have a lifetime guarantee on our installation work.

  Respectfully,

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

  Customer response

  04/17/2023

   
  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

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came in on 10/30/2022 for a consultation and they said if I book an appointment and I need to cancel I can receive a refund if I put money down. I put $500 down and had to cancel my appointment, I no longer want this service and would like the money put back on my card. I do not want to have to go in to the store to get this taken care of. Please help me with my refund. Thank you.I have emailed the store three times and have not received an email back. I would just like the money refunded to my card, I do not have time to go down to the store.

  Business response

  04/06/2023

  To Whom It May **************** have spoken to ****** the store manager of this situation. 
  
  ******, the Southcenter Store Manager, will be reaching out to ****************** April 7th to process the refund over the phone. 
  
  We will need original credit card used to make this refund. 
  
  Sorry for the inconvenience that this has caused. 
  
  Thanks, 
  
  ************************* |WAS Regional Sales Manager 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid nearly $900 to have my subwoofers installed and CarToys did shoddy work. They caused my nearly new car that only has 16k miles to malfunction. My side view mirror warning lights do not work. I would like a full refund. This was a lot of money to pay to have this quality of work completed. I dont want them to touch my car again. I just want my money back. Ill go pay the dealership to fix it. This fix may cost me another $900! They undid my battery and told me to drive it and it would likely start working and the indicator would go off. Of course that didnt work. I cant waste more of my time with these type of repair attempts.

  Business response

  03/21/2023

  Hello,

  We have contacted the customer and are working on a solution that will rectify the issue with his car.  We are working to get his car looked at by the dealer to assess what happened to it during the install, and are working with him to try and make it right.

  Respectfully,

  ***** Regional Management

  Customer response

  03/22/2023

   
  Complaint: 19592858
  
  I am rejecting this response because:

  UPDATE- (3/22/23) The subwoofer no longer functions. I heard a popping sound and smelled a burning odor and realized that the red light under the dash is no longer lit. I DEFINITELY want a full refund now. I already did with what happened to my mirror indicators, now the product isnt even functioning. This has been a nightmare and I dont even have a loud speaker to wake me up!
  
  Sincerely,
  
  *************************

  Business response

  04/19/2023

  Hello ******,
  
  I apologize for your recent experience. According to the store you were working with, they believe that all of your concerns have been addressed. The store manager should have reached out to you to confirm that everything is still working satisfactorily. Please let us know if there is anything else we can do.

  Sincerely,

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

  Regional Manager - **

*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. ↩