ComplaintsforLaking Toyota

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle from Laking Toyota on Oct. 13, 2023 , and when we were doing the paperwork they mentioned the extended warranty and key fob warranty. They stated that if we wanted to get these warranties we needed to do it right away. for the extended warranty it was 2089 for 84 months of coverage or 120000 kms. for the key fob protection it was $599 for key and remote 5 year protection. I decided to get these as my intentions were to keep this car for many years to come. Within the first few months there were issues with my car. I brought it in and they fixed the first issue which was the roof panel. Then the next time I needed to bring my car in for an issue with something on the drivers side that was causing a crazy amount of squeaking, they stated nothing was wrong with my vehicle and that they couldn't hear anything. I drove the vehicle around their parking lot and the noises were still there. I went back in and got the mechanic to come for a ride with me. At first he said he didn't hear anything, and then he got into the back seat on the drivers side and then said he could hear a little something. He ended up spraying something in some of the joints of the car, and we drove around again and it was still making the noise. They said they were going to book me back in to have it looked at again and stated that my car would be there for about 3 days this time. Nobody ended up booking me in for another appointment. I followed up 3 weeks later and then they squeezed me in. When i arrived they had a vehicle waiting for me, when i got to said vehicle it was dirty on the interior, smelt super bad and was way too big for me. When I went in, they ended up getting me a corolla instead. That one was a little better, but they should never give customers vehicles that are in that state. Also with my extended warranty it states that rentals are covered on it, so i am not sure why they didn't suggest that route. When I got my car back 3 days later, they stated again they couldn't find the issue that all the parts looked good. They didn't try changing anything even though the car was fully warrantied. I noticed that when I got home that they damaged my drivers side back door and there was so much oil on the interior of my back door. I contacted them and it took a while for them to get anything done until I mentioned that if it sits on the door too long it may damage the door and they will need to replace that as well. They took my car back to where it was ceramic coated as I told them I didn't want them touching the exterior of my car to fix that. Once that was said and done and I told them the noise was still happening, they never mentioned anything about rebooking me in, and I was terrified to bring my car back to them after what they had already done. I finally decided to trade my car in for something else as I wasn't getting any help from the dealership here for any of the issues. When I asked about getting the extended warranty cancelled and pro-rated as it was not used, the general manager had told me that it could be transferred to the dealership that was purchasing my car and it would follow the car. This was a complete lie, as we looked into it and right in the paperwork it stated that the warranty could be transferred to 1 person and not to a dealership . So when I contacted them again they stated that wasn't possible and that i am out of luck. I would like compensation for all of the headaches I had to endure from all the headaches with the car and the service department. I am looking for reimbursement on the extended warranties

  Business response

  03/01/2024

  Good morning,

  During the purchase of this vehicle, our Financial Services Manager reviewed all manufacturer and third party warranties available to the customer.  There is a maintenance component the ****** ****** ECP plan that Ms. ******** would qualify for should she purchase the warranty at the time of sale.  If not, an extended warranty could be purchased at any time within the manufacturer warranty.  After 30 days of delivery there is a $150 dollar surcharge applied to the cost of the warranty.  There would be a $200 surcharge between year one and year 2 (or 20000km)  and $ 250 surcharge between year 2 and year 3 (or 40000 km)  Ms. ******** purchased the Toyota ECP plan (attached).  This allowed for regular maintenance that Ms. ******** took advantage of (attached).  This is a standard extended warranty contract, clearly stating that it can be cancelled at any time within 60 days.  If not, the plan may be transferred to the new owner by completing a transfer document.  We have provided this document to Ms. ******** for her to complete when she trades in the vehicle.  Her new dealership would then provide this paperwork to the new owner of the vehicle and that owner would register with ****** ******.  This is a straightforward process that happens at dealerships across the country.  The dealership that purchased Ms. ********’s vehicle should have offered her a higher value for the vehicle as it has an extended warranty. 
  
  For the key and remote 5 year protection, the agreement clearly states that it can be cancelled within 30 days or purchase.  It is a standard third-party warranty with clearly defined terms.
  
  Please see attached complete service records and emails.  For the noise complaint specifically, it was an intermittent noise that was difficult to replicate.  When Ms. ******** reached out with her concerns about the interior and exterior of her vehicle, we detailed the interior of her vehicle.  We also brought her vehicle to a shop of her choosing to have a scratch buffed out and ceramic coating reapplied. 
  
  Ms. ******** has been in touch with ****** ****** about a number of issues.  
  
  We were unaware the noise was still an issue, as Ms. ******** did not reach out to us.
  
  Unfortunately, as the Toyota ECP is transferrable we are unable to offer a refund for the warranty purchase. 

  Please feel free to reach out with any more questions.

   

  Customer response

  03/01/2024

  
  Complaint: 21084631
  
  I am rejecting this response because:

  I was extremely frustrated with the dealership and their lack of help with the issues with the vehicle that I finally decided to sell the vehicle as I was not receiving the appropriate service that a customer should receive when there are issues with the car. I was so excited to purchase my first new vehicle, and I thought I was making a great choice with choosing a Toyota, but they failed on so many levels. I am sure my car was a lemon, but nobody would have ever agreed to that as their head mechanic had a very hard time hearing any noise. And when this is the case they should either get hearing aids to help them diagnose issues with vehicles, or have someone that is competent to be dealing with these matters. I also feel the only reason someone reached out to me about the damage done to my car during the last visit was because I emailed the owner of the company because I was completely frustrated by the way I had been treated. There was a girl that brought my car for a test drive in the parking lot before bringing into the bay, and when I arrived there she stated she heard the noise right away, and their Technician still didn't hear it, she had to advance the seat as close as she could to the steering wheel and he leant as close as he could to the back of the seat, then he heard the noise, but the issue was never rectified, only more headaches and lose of use of my car as they damaged it and it had to go in for repair. I just want some compensation for the headaches that I had to endure, including being talked to by their head technician as if because I am a women I had no idea what I was talking about.  Making a little effort to keep customers satisfied goes a long way in showing that you actually appreciate them.  

  Also looking at the fine print in the contract it states that this is not transferable to a dealership. the dealership that bought my car was shipping the vehicle out to auction, so there would be no way for them to know who the new owner would end up being. Every other manufacturer that offers extended warranties has a clause that if the vehicle is sold the customer can be pro rated for the remainder of the warranty.  
  
  Sincerely,
  
  ******* ********

  Business response

  03/01/2024

  Good afternoon,

  The extended warranty purchased was a contract between Ms. ******** and ****** ******.  ****** ****** has a process in place to transfer the warranty.  The contract clearly states "The customer may transfer the agreement to a subsequent purchaser or lessee.  The plan owner is to complete and sign a Transfer form.  The new owner must visit a servicing Toyota Dealer within 30 days with the completed Transfer form for a vehicle kilometer verification and sign off.  The Toyota Dealer will email the transfer form to the ECP Sales Department for processing".   The purchasing dealer will sell this vehicle with an added value of an extended warranty.  We will not be refunding this warranty.

   

  Customer response

  04/01/2024

  
  Complaint: 21084631
  
  I am rejecting this response because: Because every other vehicle company can pro rate their warranties. Toyotas also states if they cancel the warranty the customer can be prorated. 
  
  Sincerely,
  
  ******* ********

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