ComplaintsforNorth Bakersfield Toyota

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have owned my 2023 Gr corolla for a year now and it currently has ****** miles. ** Monday july 29th on my way home from work i started the notice my rpms would go from 2000 up to 6000 rpms while trying to accelerate in any gear. When i got home i smelled a burning smell. That evening i dropped the vehicle off and was informed that north bakersfield toyota would look into the issue tuesday morning. Tuesday comes around and they give me a call back saying they didnt detect any issues. I pick up the vehicle and the same issue exists. Thursday august 1st i took the car back to toyota this time with video proof. I get a text message back later on that day and they say the shop ******* now sees what the issue is and that they would need to tear the clutch apart and possibly replace the entire clutch kit and i would pay out of pocket because that is considered normal wear and tear like breaks. Total cost for repair quoted by toyota is $6,482.97. I do not believe that is normal for a clutch to go out within ***** miles. Ive been driving manuals for 16 years. I daily drive the vehicle to work and home. I do not ride the clutch, i do not abuse the vehicle. I believe if i take care of the car, the car will take care of me. This is a known issue in the ** corolla community and seems to be common in the 2023 model all stating that the clutch has issues within ***** miles. I did receive help from one of the service representative who gave me a number to contact Toyota engagement but my claim was also denied. I informed the representative that i spoke to that this is a common issue that even one of the service representatives stated 2 fellow employees had the same issue with their clutches but they opted to just pay out of pocket. People have also reported that the 2024 model clutch is different from the 2023.

  Business response

  08/07/2024

  We are sorry to hear you are having a clutch issue with your GR Corolla. Toyota's warranty guide does consider the clutch a wearable part that we are not able to replace under warranty as a franchise dealership without authorization from Toyota's corporate warranty department. When we asked for authorization we were denied, that is why we suggested you contact Toyota's ************************ Unfortunately they have denied the claim also based on the information they reviewed. As a franchise dealership, we are unable to override a factory decision. Currently there are no recalls or Service Bulletins giving the dealership authorization to replace the clutch under warranty. Although you have already contacted the *********************** for assistance, I can only recommend to contact them again if you do not agree with the decision. 

  Customer response

  08/07/2024

   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.

   

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The paint on the 2017 Toyota Tacoma is flaking off on the hood, roof, drivers side *************** We have been in contact with North Bakersfield Toyota since June 2023 in an effort to resolve. Have had much difficulty in getting answers. Finally was told Toyota would paint only the portions that are fading, but we would have to pay for half of the cost.

  Business response

  10/04/2023

  North Bakersfield Toyota has been trying to assist the customer with their paint concerns on their 2017 Tacoma (VIN *****************). This vehicle is out of their factory Paint warranty of 3 years/ 36,000 miles. North Bakersfield Toyota informed the customer their vehicle was out of warranty and that we could reach out to Toyota Corporate on the customers behalf seeking out of warranty goodwill assistance. Toyota offered 50% coverage on the affected panels only, the customer wanted 100% coverage on the entire truck feeling he was going to have issues in the future. The North Bakersfield Toyota has no ability to extend a warranty past coverage, or influence any offer given at a Toyota Corporate level. The customer was given the ********************** *********************** phone number to contact Toyota customer representatives directly. 

  Customer response

  10/04/2023

   I am rejecting this response because:  We are aware of the offer made by North Bakersfield Toyota ($5,400.00 for painting affected areas, with *********************** paying half of that cost).  However, ****** has had an estimate from another body shop that is less than Toyota's and have requested that Toyota pay *********************** Toyota's half of the $5,400 and we would have it painted elsewhere.  We are also concerned that other areas of the truck could also fade and am wondering what Toyota would do then.  
  
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 20, 2022 I purchased a used Toyota Tacoma from North Bakersfield Toyota and at the time I purchased three extended warranties. After a time, I remembered extended warranties are the main way dealerships make a profit and that I really didn't need them. On January 26, 2023 I cancelled them with the dealer and i was told the refunds would go to Wells Fargo as a credit on my loan. Three checks were issued and cancelled over the next 6 weeks, two times because Toyota didn't have the right address to send the checks. Finally, two of the checks made it to the right box and were credited to my account. The third, in the amount of $1099 didn't and two subsequent reissues didn't either and I was told to be patient "because it takes a while for them to get through the system". It has been three months and I am running out of patience. I asked them to issue a check to me, as it is MY money that they are holding, and I would carry the check to Wells Fargo but I was told they can't do that for blah, blah, blah reasons. I am being charged interest by Wells Fargo on money that Toyota has, that is mine and I would like you to please help me.

  Business response

  05/05/2023

  Good afternoon, I'm sorry for the late response. I have been speaking with Alan regarding he refund for his cancelled tire and wheel product and he advised that he was calling back the BBB to update or cancel the case. The refund he is waiting for is not coming from North Bakersfield Toyota, it is coming from Toyota Financial Services to his lender, Wells Fargo. We both have been in contact with Toyota financial regarding the refund and it keeps getting delayed for various reasons out of our control. Both North Bakersfield Toyota and Alan will continue to communicate and follow the refund until it is resolved.

  Customer response

  05/16/2023

  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.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2020 Subaru Forester on June 19th,2022. I called on June 24th to just follow up and see if the pay out had been sent. I was told to call back Tuesday. On June 28th I called, and I was told the payout check from Toyota just came and that it was getting sent overnight to chase auto. I waited 1 week, called chase auto and they said they never got it. I called Toyota on July 5th and was told the payout check hadn’t been sent out yet, and that the payout check was being taken care of that day. The guy said he would call me back and that process with my pay out was unusual because it should have already been taken care of the week prior. I didn’t receive a call back. I called today and was told my salesman would be the person to talk to. I told them I would like to speak to finance as my salesman has been dropping the ball on another issue. I talked to a finance person and was told that he needed to look into more and he would call back within 30 mins. I waited the rest of the day and never received a call back. My salesperson dropped the ball getting my dash cam stuff from my trade-in which he said he would for me since it was a last second grade in. I had to remind him 3-4 times, which by the 4th time and me highlighting I was annoyed did he actually follow up on it and found out the tech threw it away. I’m now waiting for them to replace it, which how everything else is going, I’m not as hopeful in their efforts. I’ve already had to pay 1 payment on my Subaru that I traded in since they are taking a long time on paying out my car. Also to highlight, they have the Subaru for sale even though they haven’t officially paid off my car that I traded in.

  Business response

  07/11/2022

  General Sales Manager, **** ****** spoke with customer and apologized for lack of communication regarding payoff and replacement dash cam. Dealer provided customer with tracking information for payoff of customer's trade in and has ordered a new dash cam for customer which will be provided at no charge when it arrives. Customer agreed with resolution provided by GSM. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 2021 I took my car into No. Bakersfield Toyota for service and to fix the air conditioning that was blowing hot air through the rear air vents. They advised me that I also needed brake work and the front axle replaced. Parts were ordered and I had to rent a vehicle for three days. Upon completion of work, there was still hot air blowing through the rear vents. The temperature was over 100 degrees outside and the air conditioning kept blowing hot air. The car was returned to them on multiple occasions and on each occasion I was told either that the problem was fixed or that "that's the way the system is designed". Also during this time, my brakes almost completely failed and I was lucky I wasn't killed. I took the vehicle to a local mechanic for brake repairs. I dealt with North Bakersfield Toyota over and over again trying to get them to fix the air conditioner properly. Each time they brought in yet another "manager" who promised it would be fixed. After many tries I suggested that this problem wasn't something new and suggested they simply "Google" the issue, they FINALLY managed to get the air conditioner to blow cool air. I spent in excess of $4,000 for these people to do the work they initially told me should be done. I made multiple trips to the dealership, an hour each way, and a number of tanks of gasoline. I rented a car for three days. I had to have a different mechanic fix the brakes that No. Bakersfield failed to fix as this is the only vehicle we own. (At one point No. Bakersfield Toyota did suggest I just buy another car and be done with it.) After complaining multiple times, No. Bakersfield Toyota indicated they might be able to make some refund of the brake charges. I sent a copy of the invoice. I've heard nothing. All of this took place between April and November of 2021. At this point, I just want the $334.09 I had to pay to ANOTHER mechanic to fix the brakes and I'll HOPE that the axle they replaced doesn't fail.

  Business response

  05/27/2022

  Spoke with ****** on 5/26/22 to discuss prior service inspection and current diagnosis. During review of prior service on 9/10/22, North Bakersfield Toyota did not find any faults or leaks related to an overheating issue. During that visit, no warning lights were on to prompt further inspection of the system and customer was advised of next service time and mileage. The vehicle drove 4,119 miles till failure of head gasket caused vehicle to go into fault mode and vehicle was towed in. Upon inspection it was determined that the vehicle's head gasket failed and the engine overheated causing damage to the engine block and cylinder head. North Bakersfield Toyota is reviewing options of repair for the customer and will present them to ****** on 5/27/22.

  Business response

  05/27/2022

  North Bakersfield Toyota’s Customer Relations Department was unaware that the customer was awaiting a refund that was promised by the Service Management team. General Manager, **** ****** called Colette Outhier on 5/26/2022, no answer, left voicemail. North Bakersfield Toyota is processing a refund for customer of $400.00 and will mail to current address. We are waiting for Colette to call back to confirm if they want the check mailed and to confirm address.

  Customer response

  05/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 172***65, and find that this resolution is satisfactory to me.
  
  I spoke with **** ****** by phone on May 27th and he indicated he was processing a refund in the amount of $400.00 for the brake work that was done improperly by North Bakersfield Toyota and that I had to pay another mechanic to re-do.  This is a satisfactory resolution to me and, assuming Mr. ****** follows through, should resolve this matter.  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2012 Toyota Prius in early for service 09/10/2021 because my check engine light and thermostat light had been turning on off and on for approx 2 weeks but wouldn't stay on. When I brought in the service guy said they will check everything with my service. I was told everything was fine and that I needed new matts and I decline new matts and they gave me keys. My car ended up overheating and there was an issue with my engine, I always take my vehicle in to this dealership to make sure everything is running correctly and smoothly and when I asked why this was not avoided early I was just ignored they want me to pay $5,000 to fix something that could of been avoided but they are cutting corners and the did not inspect my car and do a proper complete multi point inspection like is required with a multi point inspection. I have contacted Toyota but still not call back and my car is sitting at their service department. I need someone to help me my sugar levels are off since ****** from service called me I had my niece help me call and email and speak to ****** in Service but seems like I have not had any solutions and he still hasn't provided me with my multi point inspection report from 09/10/2021. I was told this dealership has been has changed owners and that they have been changing workers and probably cutting corners on customer services. I should not have to pay for their mistake.

  Business response

  05/27/2022

  Spoke with ****** on 5/26/22 to discuss prior service inspection and current diagnosis. During review of prior service on 9/10/22, North Bakersfield Toyota did not find any faults or leaks related to an overheating issue. During that visit, no warning lights were on to prompt further inspection of the system and customer was advised of next service time and mileage. The vehicle drove 4,119 miles till failure of head gasket caused vehicle to go into fault mode and vehicle was towed in. Upon inspection it was determined that the vehicle's head gasket failed and the engine overheated causing damage to the engine block and cylinder head. North Bakersfield Toyota is reviewing options of repair for the customer and will present them to ****** on 5/27/22.

*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. ↩