ComplaintsforPrecision Toyota of Tucson

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle Service Appointment - R/O Open Date: 09/15/23 - R/O # 6345298/2 - **** ****** **** * **** ***************** * Vehicle mileage In: 22,446 I have been trying to resolve a manufacture defect which is covered by the factory warranty. My vehicle needs a replacement dash component. My wife and I have been waiting months to get our vehicle repaired and have been told numerous different stories about the part we need replaced. The following are brief examples of phone conversations we have had with the Parts Department employees since the date of service: the part is coming from a 3rd party vendor and no eta. is available, the part has been ordered and will arrive on Tuesday of next week. The most recent conversation on 05/23/2024, the part has not been ordered. Again, as of today, 05/23/2024, no part has been ordered and no solution has been provided. My objective is only and has ever only been to get my wife's vehicle fixed. I didn't expect such incompetency and disregard to resolve my new vehicle factory warranty claim. It has been almost 9 months with no solution. Further action and/or compensation would not be unreasonable given the situation.

  

  Business response

  05/27/2024

  The special ordered part for Mr. Withrow was sent back after we had it for 30 days. It has been re-ordered and is now in stock. The guest has been contacted by our Service Management team to schedule the installation. We will be provided a vehicle to drive at no charge while the repair is being performed. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car servicing on 11 May 2024. They found a rodent's nest in engine, cleaned it out, then put chemical repellent in the back of my car to spray on the ground, but it leaked, soaking the rugs with toxic chemicals. Very sloppy and dangerous work.

  

  Business response

  05/14/2024

  Thank you for your feedback. Please accept our apologies for the rodent defense spray tipping over and leaking. Please take note that the spray is environmentally safe and should not be harmful, the main component is essential oils and peppermint.  It is more of a deterrent. That being said, we would love to detail the interior of the vehicle if you would allow us to at zero cost to you. Please email us at [email protected] if you would like to further discuss.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my Prius to the dealership at 1:45 on 12/27/23 for a warranty replacement service. Because it would not be done that day, I rented a loaner car, which I returned on12/29/23 at 4:00, giving the keys to the car to a Toyota employee in the service bay, who accepted the car wihout any issue. I went inside to wait for my Prius, which was brought out to me after a period of time. Nobody said that there was a problem with the car, and I saw no problem with the car. The following week I was called to say that the front bumper of the car was scratched and they were submitting a claim to my insurance company. I said there was no scratch, that they had accepted the car, and if there was damage, it wasn't done during my time. They said they had a photo which they emailed me, but it didn't show a scratch (which was also confirmed by a review of the picture my cousin's husband (the GM of his own dealership). We had a number of back-and-forth emails, and I instructed my insurance company not to pay the $1906.44 claim because I didn't damage the car. My company paid $1406.44 anyway, and I have received a bill from Sedgwick, Toyota's company, demanding $500 (my insuraqnce deductible). As far as I know, their people scratched the car. I did not and should not have to pay or have an insurance claim reported on my policy (which will jack up my premium). I want the insurance claim/and credit report rescinded and teh amount my policy paid refunded to the insurance company, with nothing owing by me. Precision should have the pictures and email chains between me and Kristina Gonzales .

  

  Business response

  04/02/2024

  Ann Marie Haralambie rented a Corolla from our facility on 12/27/23 and returned it on 12/29/23 with damage to the front left bumper. The guest was provided pictures showing her leave the property in the vehicle with no damage, and returning on the 29th with the damage. I have attached the photos showing the damage, as well as the rental contract and the damage estimate. The rental contract was signed by the guest acknowledging that she is responsible for damage that occurs on the vehicle when it is in her possession. 

  Customer response

  04/02/2024

  MY REPLY TO PRECISION TOYOTA RESPONSE:
  
  I do not dispute that the vehicle had no damage when I rented it or that I agreed to be responsible for damage done WHILE IN MY CARE.  Before I took possession of the car, a Toyota employee and I walked around the car to inspect it. I then drove the car directly to my house, where it was put in my garage (the only car in an oversize 2-car garage). On the 29th I drove it to the Cinemark Movie Theater at Tucson Marketplace, where I parked it against a concrete parking block (no cars were next to me), saw a movie, then drove it back to Toyota. That is the sum total of my possession of the car.  I did not get into an accident or scrape against anything during the less than 48 hours I had the car. Neither I nor my cousin’s husband (GM of his own dealership) could see any damage in the time stamped pictures provided to me, especially since there were a lot of reflections and no arrow or anything else pointing to where the claimed damage was. On the 29th the Toyota employee took the keys from me without noting any scratch or other damage. He did not do a walk-aroiund. During the time I was at the dealership, waiting to get my Prius and the paperwork related to the warranty repair, no Toyota employee came to tell me there was damage.  They brought out my Prius and said nothing about any damage to the Corolla.  My dispute is that IF there was a scratch on the vehicle, I do not believe that it happened while it was in my possession.  For all I know, a Toyota employee or some random customer walking in the service bay area accidentally scratched it after taking possession of it, and now the dealership is trying to pin it on me to get my insurance to pay for it..  I have been provided with zero proof that the vehicle was damaged WHILE IN MY POSSESSION (despite requesting such proof numerous times).  

  

  Business response

  04/04/2024

  It has been determined that the damage to the vehicle took place while it was in your possession. We would never ask you to pay for something that you are not responsible for. We have video of you pulling in the rental with the damage on the bumper. We have offered to show you the picture and videos here at the facility. We are 100% certain that the damage happened while you had the rental. This is our final decision on this matter. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DEALERSHIP PROMISED 0 DOWN then turned around and advised $5000 down payment. I can proof damages if need be. I am requestng $3500 in damages to settle this dispute. I have a TEXT MESSAGE STATING I AM.APPROVED WITH 0 DOWN from the dealership employee Victoria. I have evidence in written form. If the dealership writes me a check in the amount of $3500.00 made out to APEX LAW this issue will be resolved. If the dealership wants to fight, and does not want to resolve this issue, My next complaint will be to the DFI. If that does NOT RESOLVE this issue I will consider other options. Staff refused to provide me contact info for Mr. Rowe. Enrique willfully refused to HELP me so I can get this situation resolved. It will cost the dealership more money in legal costs than it would to SETTLE this with me privately, with a signed written agreement not to move forward with my issue. I Can be reached at 4753165268.

  

  Business response

  06/23/2023

  To Whom It May Concern,
  
  We are writing in response to the complaint lodged by Mr. Law, which was recently brought to our attention. After a thorough investigation of the matter, we would like to provide a clear outline of the events in question and our position regarding this complaint.
  
  To start with, it's critical to underscore that Mr. Law has suffered no monetary damages as a result of our actions. No legally binding purchase paperwork has been offered by us, nor has any been signed by Mr. Law. We believe the absence of such a contractual agreement in this scenario underscores the lack of financial harm or detriment suffered by Mr. Law.
  
  Furthermore, it's important to note that Mr. Law completed our online credit application of his own volition, and expressly authorized us to submit his credit application to multiple lending institutions. Records show that Mr. Law communicated his intention of making a down payment of $5000 on 22 June 2023, at both 7:04 a.m., and again at 9:38 a.m. Subsequently, we responded at 10:09 a.m., confirming that we would proceed to seek approval based on his declared down payment.
  
  It is also pertinent to mention that there was a significant inconsistency in the information provided by Mr. Law on his credit application. Initially, he declared only one source of income. However, during a subsequent recorded phone call, he confessed to having multiple sources of income. This discrepancy did not only challenge the credibility of his application, but also raised concerns about the completeness and accuracy of the information he provided.
  
  On the same day, at 11:08 a.m., one of our sales associates made an error by prematurely informing Mr. Law of a zero down payment approval. We rectified this mistake promptly, clarifying the error and reaffirming that a $5000 down payment was still necessary — a detail that had been consistently communicated throughout our exchanges.
  
  Our brief error had no material impact on Mr. Law’s financial situation. His credit checks had been previously authorized, and no deal paperwork was drafted or signed as a result of the incorrect text message. Moreover, Mr. Law has not visited our dealership in-person throughout this exchange, further emphasizing that no transaction has taken place.
  
  In light of these facts, we respectfully decline Mr. Law's request for $3500. We stand by our commitment to transparency, ethical conduct, and the respectful treatment of all our customers, and it is clear to us that, in this case, there has been no breach of these principles. We regret any misunderstanding that may have arisen, but due to the circumstances outlined above, we will not be able to assist Mr. Law further.
  
  We trust that this response provides a clear understanding of our position. Please do not hesitate to contact us should you require additional information or clarification.
  
  Sincerely,
  
  Brian Rowe
  General Manager
  Precision Toyota of Tucson

  

  Business response

  07/11/2023

  We agree that this case may be closed. We wish Mr. Law safe and happy travels in his newly acquired vehicle.

  Customer response

  07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20224746, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Apex Law
  
   
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to buy a truck from these people. ********* pressured me via phone and text to come in on Monday to "discuss". Well, I decided, instead driving down there from Mesa to "discuss", I'll just get a ride down there to "buy" not "discuss". Turns out, ********* lied to me, she isn't there. I asked for someone else to sell me the truck. Receptionist is dead set on keeping me with ********* that she keeps insisting she will have ********* call me tomorrow. But I'm in Tucson NOW. I then ask for a Sales Manager to see if they can get me a salesperson that is actually there today. The SM sits there and argues and argues and argues, claiming I didn't have an appointment. lol. Well, for argument's sake, if I didn't have an appointment and I've driven down there to buy a truck, why not just sell me a truck? Is it REALLY necessary to have an appointment? No walk-ins welcome? I then told her to never contact me again and I hung up. Next thing you know, their staff is blowing up my phone as I'm heading back to Mesa. I refuse to answer. So then, an actual Sales Manager (obviously either they all call themselves Sales Managers or the first lady was simply lying) emails me and gets all aggressive in the email. I reiterated that I do NOT want any further contact from this place. I wish I could say that was the end of it. Nope. If they had simply quit while they were ahead. Now that they refuse to leave me alone, I'll have to escalate this to an entity that can hold these bullies accountable for their aggressive and abusive behavior.

  

  Business response

  05/09/2023

  Our team's phone calls to this customer were responses to his numerous requests for follow-up. He verbally abused multiple associates when we attempted to address his concerns about his unscheduled visit. When he spoke to one of our Sales Managers over the phone and via email, he refused to acknowledge that she was in management and accused her of lying to him.

   

  We do not tolerate abuse at our dealership and will not directly contact or accept communication from this customer again. It is clear from reading his other review of a neighboring Toyota dealership that he has visited this treatment on multiple businesses; it is our sincere hope that he finds another dealership that can meet his needs.

  Customer response

  07/10/2023

  This is a perfect example of gaslighting someone. They passed me around, jerked me around, was rude and disrespectful and once I finally tell them I'm done with their shenanigans, they claim it was my fault all along. Obviously I would never just tell them to pound dirt for no reason, I was as patient as I could possibly be. Enough is enough. 

   

  You do not have to take responsibility for your actions, but I'm not going to allow you to blame me for your mistreatment of customers. 

  

  Business response

  07/11/2023

  We do not tolerate abuse from customers at our dealership and will not directly contact or accept communication from this person again. It is clear from reading his other review of a neighboring Toyota dealership that he has visited this treatment on multiple businesses; it is our sincere hope that he finds another dealership that can meet his needs. Please close this case. Thank you.

  Customer response

  07/21/2023

  I expect an apology. I had an appointment, these folks dropped the ball. Instead of apologizing and having someone else sell me a truck, they insisted I only deal with the person that is missing, no one knows when she'll be back, and somehow it is all my fault?

  Even if there were no appointment, which there was, I have an email confirmation, why refuse to sell a truck to someone who travelled from Mesa?

  Their behavior was nothing less than antagonistic. 

  I asked that they stop contacting me, yet they all blew up my phone as I travelled back home to Mesa. I'd answer, ask if they are ready to show/sell me the truck I travelled from Mesa to get, and they'd sit there and argue with me about weather or not I had an appointment. WHO CARES?? Just sell me a truck, or stop calling. 

  They continued to call, I continued to ignore them. They start texting my phone over and over, annoying all of us in the car. 

  I call, demand an actual manager. A woman gets on the phone and starts acting obnoxious. I ask her name, she refuses to give it to me, she "swears she is a manager" but won't provider her name. I asked that she either give me her first name or get me an actual manager. She refused and acted childish and said things like, "Prove I'm NOT a manager!" (who acts like that at work?)

  I do not want this place or their staff to contact me as they do nothing but argue and harass would-be buyers. 

  I do, however, insist on an apology via this platform. I want it to be on their BBB profile. I want others to know how this place treats their customers. I want others to know that if they are treated this way, they have the right to file a complaint with the BBB. 

  I've found and purchased a truck elsewhere from respectful people. This is not about the truck. This is an issue of being mistreated by a group of staff that insisted on mocking me instead of sell me a truck. 

  I'm hoping that the BBB can encourage this business to extend an apology for their staff's behavior. Not an apology sent to me, but one on the BBB site.

   

   

   

   

   

   

   

   

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2016 Hyundai Tucson on Thursday 04/27/23. On 04/25/23 I put $5000 down to hold it til they were done detailing it. On 04/27/23 I paid the re*aining balance and took possession of the vehicle. I explained to the sales*an I was looking for a vehicle for *y son. His dad, *y husband was recently *urdered. I used a sizeable a*ount of the insurance *oney to buy hi* a reliable car for hi* to drive to Colorado so I didn't have to worry about hi* driving. I explained I needed to know he was safe and had a reliable vehicle. I have enough to deal with already is. The sales*an assured *e buying a car fro* this business would be a car in great working order. He told *e if I have any issues to call the*. *y son left Friday and once he arrived the vehicle began to overheat to the point he can not drive it. It appears there is a hole in the reservoir and the heater now will not work. I went to Precision Toyota today, and the Sales *anager Bobby Talley, basically told *e they would do ZERO for *e. I asked to be rei*bursed for any repairs to fix this, and again he said NO. I trusted this business to sell *e a reliable car, and I thought the business would stand behind the vehicle they sold to *e. I spent a lot of *oney for this car and again I trusted Precision Toyota would take care of *e. The vehicle only lasted 2 days. I feel like they are taking advantage of *e and *y situation.

  

  Business response

  05/02/2023

  We have spoken with this guest and resolved her concerns to her satisfaction.

  Customer response

  05/02/2023

  Regarding *y original co*plaint. The General *anager called *e directly and they will now pay for the repairs. Can this show resolved?
  
  ****** * ****** 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will lead off with customer service was amazing, our sales representative was fantastic, but the reason for this complaint is due to being sold a faulty vehicle on 12/12/22. On our way home from purchasing a 2010 Gmc Acadia for $5,000, the check engine light came on. So I took it to my local mechanic and what they found was 9 air bag codes, faulty motor mounts, oil consumption problems, P2097 CAT BLOW BY, P0300 misfire, P0303 miss fire cylinder 3, P0877 Transmission fluid pressure sensor, and 2 theft deterrent codes. I called Toyota and explained the situation and they stated that none of would be covered under the implied warranty of Merchantability but I can still take it in and pay out of pocket for the expenses. Mind you the vehicle hasn’t been driven more than 50 miles and nothing was stated regarding any of these faults on paper or verbally and even if we did a diagnostic prior to purchasing the vehicle, the codes wouldn’t have shown up because the light was never on. As a reputable dealership I would assume they would actually have more interest in serving their buyers safer cars to drive off the lot.

  

  Business response

  12/19/2022

  Hello Mr. *********,
  
  We received correspondence alleging you are owed compensation for repairs to resolve issues uncovered by a third-party mechanic following your purchase of a 2010 GMC Acadia on 12 December 2022.
  
  As we disclosed before and during your purchase, this 2010 GMC Acadia was marketed and sold to you as a wholesale "As-Is" vehicle. As the attached disclosures we reviewed with you and that you signed indicate, this vehicle was not inspected for any mechanical issues and, as a result, was heavily discounted. For this reason, we recommend vehicles classified as "As-Is" be purchased by buyers experienced with the inherent risks of such transactions.
  
  We aim to ensure that all our guests are completely satisfied with their purchases. In this case, however, we cannot provide you any compensation related to your concern as we were upfront and transparent regarding the risks incurred when purchasing an "As-Is" vehicle, which you also acknowledged in writing.
  
  We regret the frustration and inconvenience your vehicle's condition has caused you, and we hope you find a swift resolution that addresses your concerns.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Toyota.com advertised a 2022 Corolla Hatchback lease for 36 months at $249 per month paying $1999 due at signing. This amount due at signing included first monthly payment, cash out of pocket, and acquisition fees but excluded tax, title, licensing fees. I checked the Precision Toyota website and it advertised this deal. We drove there May 28th and met with a salesperson. I showed him the advertisement on his own computer and stated, "My credit score is 820 and I would like that deal". After checking with his manager, he came back and stated that there is no way they could do it for this price as they would have to add several thousands of dollars out of pocket to get the payment down to $249 per month as opposed to the $1999 advertised on their website. Puzzled I asked him to print off the advertisement and take it to his manager. He did so and upon his return he reiterated that they were not willing to stand behind this deal. I asked why it was on their website if they could not honor it. He stated that they raised the MSRP to above what the fine print showed for this deal, and they were not willing to lower it to meet their own advertisement. I showed the salesperson how the payment estimator worked for this advertisement on TOYOTA.COM and how the monthly payment increases or decreases depending on how much out of pocket is given up front... and $1999 showed $249 per month. I kindly asked to speak to his manager to see how they could possibly get around honoring the Toyota payment estimator. When the manager arrived, he repeated what the salesperson had already stated. I also received an email from them offering $2999 down with $365-$375 per month instead of the advertised price. I understand the extra for tax, title and licensing but asked for answers for the $125 per month hike for 36 months. I received no answers and the ad expires May 31st. Not even coming close to what was advertised is deceptive and fraudulent. I request follow through on this deal.

  

  Business response

  05/31/2022

  We are sorry to read about any confusion caused by Toyota Financial Service's (TFS's) current incentives. 
  
  These offers populate automatically from TFS and affect all Toyota dealers. We have confirmed that these exact offers and disclaimers appear on all area dealers' websites. Please see the screenshots at the end of this reply.
  
  As discussed in person, the offer disclaimer states, "Tax, title, license are extra. Dealer contribution may vary and could affect lease payment. Individual dealer prices, monthly payment, and other terms and offers may vary." 
  
  Our current dealer price equals MSRP, but the offer's price is calculated below MSRP. Per the disclaimer, the offer's monthly payment is lower than the final figure you would pay.
  
  Kindly note that this final figure is still lower than you will find at many other Toyota dealers, many of whom are charging above MSRP due to the current low ground stock. We are not doing this at Precision.
  
  Furthermore, this lease offer unfortunately would not have applied in your situation anyway because it expired on 5/31/2022, and we did not have any available inventory on hand to deliver to you before that date.
  
  We agree that TFS's disclaimer could be clearer, but again, we cannot remove/edit these offers from our website since they come directly from the manufacturer. 
  
  
  Thanks to your feedback, we have revised our internal processes to remind customers about the disclaimer. 
  
  We wish you well and thank you for your visit.
  
  Sincerely,
  
  Precision Toyota of Tucson
  
  *Our website: https://drive.google.com/file/d/1EexadfvR5JXwHychXURveDtRwd10Gyi6/view?usp=sharing
  *Second dealer website: https://drive.google.com/file/d/14QLurvxwfVjV5E7_kkySgqgJanpOBBlh/view?usp=sharing
  *Third dealer website: https://drive.google.com/file/d/1Y-hbH3VLYa9msVxd6NXeS6alje_rNpB0/view?usp=sharing
  
  

  Customer response

  06/04/2022

  Thank you for the response. As stated in my complaint, I am aware that tax, title, and license are not included. However, that does not account for the thousands of dollars more that Precision Toyota is requiring. Advertising $1999 down plus tax, title and license for $249 per month (36 months) and then offering $2999 down for $375 per month (36 months) is not even close to the advertised expectations and would be considered, by any customer, as extremely deceptive. 

  Is Precision Toyota assuming I was not there inquiring about this advertisement prior to May 31st stating that the deal was not applicable to me? That is false. I was there May 28th... Furthermore this advertisement is still on your website and now does not expire until 7-5-22 (proof attached). I looked on your website prior to my visit to see what Precision Toyota had in stock and the inventory showed that there were seven Corolla Hatchback SE. The website now shows ten 'in-transit'. So, would anyone be able to get this deal that is advertised on your website if you do not physically have any in stock? If not, you cannot fulfill this advertisement.

  I hope BBB is capturing all of this.

  

  Business response

  06/06/2022

  Hello,
  
  Thank you for your reply. 
  To allay some of your concerns, yes, the BBB is capturing all of this, as we are speaking via their website. 
  
  We are also aware that we spoke with you at our dealership in May. This is why we referenced our conversation in our initial response to you.

  
  Our initial response included screenshots from all Southern Arizona Toyota dealer websites that displayed this offer last month. Our screenshots showed that the expiration date of the initial offer was indeed 5/31/2022.
  
  
  The screenshot you sent today is for a new offer with a similar language that does not expire until 7/5/2022. Importantly, this new offer still includes the operative clauses, “Dealer contribution may vary and could affect lease payment. Individual dealer prices, other terms and offers may vary.”
  
  
  In other words, as an individual dealer, our offer contribution affects the final lease payment you are inquiring about. Per the offer disclaimer, the final figures you pay will be higher than the amount shown in the advertisement’s headline. We respectfully disagree that any of this is “deceptive,” as the disclaimer is quite clear about this, and as no other customers have had misgivings once the offer has been explained to them. 
  
  To answer your other question, vehicles that show “in-transit” on our website are en route to us from the factory and are not necessarily available for sale. Many such units have already been pre-sold to buyers who placed a deposit on the incoming unit. 
  
  The best way to know which specific units are available for sale is to contact our sales department directly. Other Toyota dealers in the area will have additional units available for purchase or lease directly from them as well. 

  Customer response

  06/12/2022

  Precision Toyota disagrees and alludes that no other customers have had misgivings. Yelp and Google Reviews, among other review sites, will prove otherwise.

  
  Precision Toyota’s initial statement that the advertisement would not have applied to my situation due to expiration dates is false because I was there before May 31st. It would apply then and would apply now, based on the new advertisement expiration dates which was the point of sharing the screenshots with BBB.

  
  If Precision Toyota does not have any vehicles in stock to honor this advertisement to me, or anyone else, then Precision Toyota should not be posting this ad, as it would make customers believe it could be honored when it could not. That is by definition false advertising which IS deceptive.

  
  I can appreciate the difficult task to protect a company behind disclaimers and small print… but I think the point has clearly been missed. At what point does it become deception when something is advertised and a company does not, or cannot, offer anything close to prices advertised? A customer’s answer to that question is obviously going to be different from a company that has to explain the fine print to defend why they cannot honor the bold print.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had put a deposit down on a truck at Precision Toyota and they sold the vehicle to someone else. After that I had them hold another truck for me and when I picked it up it was't what I thought I was getting. Toyota had told me and my bank a price on the truck, my credit union wrote me a check for that exact amount, and I went to the dealership with the check, the dealership still wanted me to come out of pocket. Not only that but the truck (even though is very nice) didn't come with the options I thought it would come with, didn't come with floor mats, the body lines on the truck are misaligned, the spray in bed liner wasn't done very well and after voicing my complaints to the dealership, they decided buying me floor mats would resolve all these issues. They told me they couldn't buy the truck back because it had too many miles. The truck currently has 730 miles on it. Again the truck is nice but it is very much sub par. Toyota and the precision toyota dealership are in the wrong for selling such an expensive vehicle with poor quality, horrific customer service and need to have better business practices.

  

  Business response

  02/17/2022

  Dear Mr. *****,

   

  You changed the vehicle your deposit was on 3 times.  (12-10-2021) You called and spoke to the department manager, moving your deposit from a 1794 to the Limited, 4x4, crewmax.  The truck was sent to the dealer from the factory with no floor mats included.  I authorized mailing you all-weather floor mats for customer satisfaction.  Your vehicle is under factory warranty with Toyota and can be seen by Toyota dealer for concerns.  

  Customer response

  02/17/2022

  The fact that I changed my deposit is completely irrelevant! I still purchased a truck from precision toyota. Floor mats should be included on any vehicle and if it isn't included from the factory, the dealership shouldn't be so greedy and include them before customers even consider buying a vehicle. And floor mats don't fix the misaligned body lines around the hood, driver door, tailgate and bumper and they sure don't fix the poorly sprayed in bed liner nor does it fix the horrific job the "detailers" did while cleaning the truck. 

  

  Business response

  02/18/2022

  Dear Mr. *****,

   

  If floor mats were in the vehicle the time of purchase the cost of the truck would have been more, floor mats are not free.  If the dealer put floor mats in a vehicle, there also would have been a charge.  You were mailed upgraded floor mats for customer satisfaction free of charge.  (You were also sent the spec sheet on this vehicle.)

   

  Any concerns with the vehicle can be diagnosed by any Toyota dealer. 

   

   

• Initial Complaint

  09/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Put a Deposit on a 2021 Highlander Hybrid Platinum which I’ve been searching for since Apr! We were told that the car would be on the lot in 14 days. We received 1 text inquiring about our intentions for financing. No other correspondence. I contacted the dealership to inquire and request my deposit be returned… I was told that the car was sold and the deposit was not refundable! Shady! Rude customer service… keeping my deposit plus selling the car!!

  

  Business response

  09/28/2021

  Hi ******, You did leave a deposit and signed a contract (stating non-refundable) 9/1/2021. The vehicle arrived 9/9/2021. You were contacted the 6th (text message), 11th (text message), and 15th (text, phone call and voicemail.) One the 15th we also stated it was our last attempt to reach you and there was with no response. 

*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. ↩