ComplaintsforSpringhill Toyota

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car for repairs to Springhill Toyota on 1/3/2024 alongside my Mechanic *******************. We were assigned to service rep ***************************** we informed ***** that ***** machine read the energy control module and need to be reprogrammed thats what needed to be repaired. Two weeks went by no call no update nothing so I called Springhill Toyota and no call back, so I went up to the location and was told by **** that he ordered a key because my key was bad my doors were locking and unlocking with that key the only issue was the car wasnt cranking but all lights would come on . ***** stated he was waiting on the key to come in and get it programmed he thinks that whats wrong not once was my car placed on a tester. A few days passed still not contact from Springhill or ***** so I went by again. His excuse this time all the techs have been out sick. I travel for work so while out of town I called Springhill Toyota and finally spoke to ***** well you needed a new battery so we ordered the battery. I informed him that I didnt authorize the battery order he said he called me I asked him my number and he had a totally different number from mine I gave him the correct phone number once again. I worked for 10 days so my dad ************************ decided to stop by Springhill Toyota and was pushed from ***** to Sales manager *********************** and was guaranteed that my car would be fixed that week that he believed it was a computer under the dash and that he would have to remove the whole dash board to get to the computer I was informed by a tech that the computer is behind the glove box only the glove box had to removed , so my dad agreed due to him saying this will definitely fix my car but he needed some time. Time went by approx two weeks no word from **** , ***** or anyone at Springhill Toyota. So I went in again and requested to speak with someone higher and was directed to the General manager **** and was told the same lies that he will make sure my car is fixed he offered to wave the charge for the battery due to it being ordered with my permission but still no contact with him and my car is still not fixed they will not release my car so that I can take for proper repairs without payment and I feels as if I shouldnt pay anything due to my car being there for 5 months and nothing being repaired pleas help

  

  Business response

  05/14/2024

  We spoke with ********** and went over all of her options to rectify this situation. She will be getting back to us shortlly with her discision.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota used faulty primer causing the paint to peel. The collision center associate informed me this was considered a csp not a recall so Toyota didnt have to cover a rental for my entire repair, although their employees have used the term recall on multiple occasions. I told him this was not fair to me as I did nothing wrong. I was told I would be covered for a rental for 17 cal days only but the process would take 30+ bus days to complete. I expressed my concern with this issue & how it didnt resolve the problem. I need a vehicle for the entire time Toyota is correcting THEIR error. I sited where Toyota says they cover this @ NO COST to the client. He suggested I contact corporate. Corporate told me I hadnt scheduled the service so they couldnt do anything as we were working in hypotheticals. I told the agent she was asking me to work in a hypothetical b/c I had to turn my vehicle in & hope Toyota would do the right thing & cover me & not leave me w/o a vehicle. I told her I would call back when scheduled. The gentleman I spoke with said the dealership has a way to cover this so I need to speak with a csm & the dspm, they could approve extended rental. The resolution they provided was for me to pay for the rental & be reimbursed. I called the corporate while @ the ****************** informed me the dealership should have never told me I would be reimbursed as they cannot guarantee it. I then find out the maximum reimbursement is only $600, which had never been disclosed until this moment. The remaining days total is $1,100 to rent this vehicle with a "potential" to be reimbursed $600. Toyota has dropped the ball on this one as I have been pushed from one person to the next in hopes I would become someone else's problem. Now the initial issue I feared from the very beginning which I stated on the recorded call with corporate has come true I am now left w/o a vehicle while my car is literally torn apart b/c it is being painted. How can this situation be rectified?

  

  Business response

  04/26/2024

  Good afternoon.  ******************************* made an apointment to get her vehicle painted due to the paint chipping off which Toyota did appove to cover. When making the appointment we informed **********; that it would take up 30 business days due to the work already schedules ahead of hers. Toyota will only provide a rental car for 17 days and we made that very clear before dropping unit off for repair. *********************** feels Toyota should pick up entire rental bill  Since this compliant she has arerady picked her unit up as of 04/24/2024  

  Customer response

  04/29/2024

   
  Complaint: 21602150
  
  I am rejecting this response because: Per Toyota Corporate, if the repair is supposed to take over the allotted 17 calendar days Toyota is to still cover the rental. The repair to my vehicle was rushed as I was complaining that Toyota was not taking care of their issue. Upon reaching the executive team at Toyota I have found my local dealership was supposed to cover this from the beginning. Yes I was told by the collision center the rental was covered for 17 calendar days but I was also instructed by the brand engagement center that if a repair was to take longer the customer service manager and dspm had a work around for this issue. The car was returned in very poor condition, a lot of over spray, paint on the seats, etc. I am currently working with Toyota **************** for a resolution. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had new tires put on my Toyota Highlander. ***************************** told me after I asked him could I have my tires rotated at any Toyota dealership. He told me I could. This is why I moved forward with getting the tires in Mobile. Otherwise, I would have waited to have them put on my vehicle when I got back to **********. I do not live in Mobile, why would I want to go there every **** miles to have my tires rotated. I contacted the parent company and they did not help at all.

  

  Business response

  03/30/2023

  Good morning. Spoke with **************** apologized for any miss communication and refunded her the cost of 14 alignments which will cover the projected life of the tires.

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