ComplaintsforToyota of Escondido

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to get an oil change from Essa and were told it would take a hour and a half so we waited . He never updated us and 4.5 hours later the car was finished and were told they broke our wheel Lock key . It has been almost two weeks and no contact from Essa at Toyota Escondido and no Wheel lock key . I hope we dont get a flat .

  

  Business response

  08/12/2024

  Hi *****,

  We sincerely apologize for your unpleasant service experience with one of our advisors.   Thank you for speaking with our service director to get your concern resolved.  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Toyota Camry from Toyota of Escondido. After I bought the car and finished the paperwork, as I was walking out to take the car the guy that sold me the car disclosed to me that the car locks if the car keys are left inside, which is not supposed to happen. The seller assured me they would fix the issue. When I tried to contact them nobody called me back for a two week period. So I went up in person to the dealership which is about 45 minutes away each way. The manager said hed take care of it and expect a call. They called me and made an appointment for a Saturday at 8am. I took the day off work to bring the car in and was turned away once I got there. The technician I needed want there. So I came back to the dealership the next day. Talked to the service manager. They scheduled me 3 weeks to a month later to bring my car in. I come in. Drop the car off and am told they wont take my car insurance and they want me to pay out of pocket for the rental that they said was supposed to be complimentary under my circumstances. The rental car guy added that theyre supposed to disclose what insurance is allowed beforehand which was never disclosed. There was no disclosure about the car locking itself which is something they should have been disclosed before purchase. They made an appointment they couldnt keep and had me miss out on a days wages and they didnt discuss any guidelines about car rental insurance and they said I wouldnt come out of pocket then required $ for a rental.

  

  Business response

  01/11/2024

  Hi ***************  Thank you for taking my call. I again apologize that your experience with our team has not meet your expectations.  I will be reaching out to our team regarding your request and we will follow-up when we have an update. Thanks. 

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 24, 2023 Service was scheduled for a maintenance oil change and tire rotation service. When retrieving the car, I observed the center console was opened and rummaged through and ransacked. The key for my 2016 Prius was manipulated to where it separated from the battery. In addition, the bluetooth tracker, which is connected to the key for location purposes, was taken apart and not functional. These items where functional and intact prior to leaving the car for regular maintenance. On August 24, after retrieving my car, called General Manager, and left a message for ** to call me back. On August 25, the ** called and stated there was a specific inspection that needed to done on the center console.I stated that this service of inspecting is not listed on the Invoice. I asked why and what was the inspection findings? This has never been done in the last 4 years I have had service maintenance done. I stated this was unacceptable and I will be contacting the **** The ** called back two times during the afternoon of August 25, 2023 asking to not be reported to **** what can I do to make you happy.

  

  Business response

  09/08/2023

  Hi ***************  We're sorry to hear that your experience did not meet your expectations.  Our technicians take out things out of the glovebox to check the cabin air filter and do their best to put everything back in the same order.  If you would like to discuss this further, you can reach out to our service director, ********, or myself.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/21/23 Friday My husband and I drove our vehicle into a sales lot, we walked into Toyota Escondido, Used Car Lot, 990 N. Broadway, Escondido, CA. We were there to get an appraisal on the sale of our vehicle. To get a KBB offer, we had 3 dealerships. We were interested in redeeming our online offers. On this date we were taking our vehicle in for viewing by dealerships on the list.We had our vehicle 2022 Land Rover - **** mileage , Title, Registration, Drivers License, Proof of Insurance, all keys, remotes and manuals, maintenance records and any accessories with us. We were ready to sell and accept the highest offer made. Immediately, we were approached by an agent, ************** inviting us in, asking why we were there? To sell our car, I said. Why you selling it? he asked. I replied, I want to buy another vehicle. He asked to see our car, with keys and went out to inspect it. He came back and went directly into a room across from us. Soon after, another person came out and did not look or speak to us, but he went directly to our vehicle, he opened doors, took pictures or information with his cell. He went into vehicle and then went around vehicle looking at all angles. He came back into building, never once looked or said anything to us. Minutes later, ***** comes out and says how much do you want for it? My husband replied, $45,000. ***** nodded then walked back into the room and came out with the offer of $44,000. We told him that was a good offer and we would take it into consideration and get back with him today. We shook hands and told him wed call him and let him know our decision. Later that evening we called ***** to accept the offer. He asked us to meet, Saturday, we could get our check then someone would be there to sign and give to us. Okay, we agreed on Saturday. Then he called us on Saturday 7/22/23 three times, missed calls. Finally my husband reached him and ***** said it would be better to come in on 7/24/23 Monday, the finance person/office would be available to sign a check off to us. We agreed on Monday at 1:00 PM. to complete the entire sale/transaction agreed upon.7/24/23 Monday, 1:00 PM. we arrive at Toyota with our vehicle and all our necessary documents. ***** takes us to his work area, sits us down, asked for our keys, and leaves. He returns with bottled water for us and some documents already written up only requiring my signature, for the sale of car. I ask to see where the amount of $44,000. Where was it written on the documents. He showed me and I acknowledged. He proceeded to give me each document to sign and date. Once signed he gave me the yellow copies. He asked about my personalize plates did I want to keep them? Yes. - He left and took the back rear plate off, came back and said he could not take the front off. He handed me my personalized license plate and copies of our transactions, he stood up and said okay we are done. I looked at him puzzled and shrugged my shoulders. What about my check in the amount of $44,000. for the sell of my vehicle. Oh, no, that is not possible at this time, nobody is here to sign the check. ****************** that is a lot of money! What, I said. How can you expect me to leave you with everything? And you give me nothing in return. I would like a check to complete our agreement. He then left again to the room and called us back on his cell, saying we would have had to go across street to Toyota New Car lot and wait, for about 4 hours, until someone could sign a check. Then we could leave with check in hand.I was very disappointed and surprised, being that we provided everything asked of us to complete this transaction. I replied, I cannot do that, I cannot sit and wait that long. We can come back. He said, no then the offer is null and void and no longer valid. I said, Oh NO, then please return my keys and all my documents because this is not appropriate and it is surely not how business is conducted properly. I felt very uncomfortable about the whole run around about the check not being able to get it, nobody could sign it or make it out. It seemed very much like we were being deceived the entire time, only to try to get us across street to the New Car Dealership like a bait and switch routine. It was very suspicious, and shady of the used car dealership to conduct this kind of business. We came into sell our car outright, we felt as though we were going to be hustled into buying a new car, by going across street to deal with hardball dealers. That way nobody would need to make a check just a way to get us the consumer into another position, which we did not want to be in.We would like to have Toyota follow through on their original offer made to us. Hoping the dealership will have the funding and the personnel to sign the check for the purchase of our vehicle as originally and mutually agreed upon .

  

  Business response

  08/24/2023

  Hello,
  I'm sorry to hear about your frustration. I called and left a voicemail on the number provided.  I'm happy to discuss our process so that we can gain an understanding of expectations.  
  Sincerely
  *******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sought automotive services at Toyota of Escondido 3/18/2023. The services performed were subpar. I tried to deal with the service manager on site to resolve the matter. He ignored my issue and was unwilling to work with me. Therefore, I filed a dispute with my credit card company -- Citibank. While Citibank was investigating the matter, Toyota of Escondido turned my account over to ULG/United Legal Group/CCB. I called ULG/CCB on 5/9/23 and explained the situation. They told me to keep them informed to what the outcome of ********'s investigation and to provide them with the documentation. On 5/30/23 Citibank concluded their investigation and ruled in my favor. On 5/31/23 I sent an email to ULG/CCB with the documentation regarding that ******** ruled in my favor, and asked that they close my account and that my credit not be impacted. I also asked that this be given to me in writing. In the interim, I continued to receive multiple calls from ULG/CCB. On 6/6/23 I called them and the representative informed me that it was irrelevant that ******** ruled in my favor and that I still owed Toyota the money and they were going to proceed with impacting my credit. The representative was yelling at me on a "recorded line." I asked for her supervisor's name, extension and/or email. She refused to give it to me, and continued to be verbally abusive, uncooperative, hostile, and threatening.

  

  Business response

  06/09/2023

  Hi ***********  I left you a voicemail today.  We're sorry to hear that your experience with ULG was not pleasant. They are not our employees so any issues with them and payment due will need to be addressed with them directly. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Toyota of Escondido in Feb 2023 presented a pre-approved letter for vehicle loan. Sales Manager ***** proceeded to provide me with a loan agreement with Toyota Financial Services instead of the pre-approved lender without my consent or knowledge. I was not aware of the loan terms until a few weeks later. I was unable to see the loan agreement because it was on his PC. They didn't present me with any resolution for this issue. I filed a complaint with Toyota but have not heard anything from them regarding the issue. This complaint was submitted in March 2023. My current loan agreement is much higher than what I qualified for with my pre-approved lender. I was misled by sales manager *****, I also have a document with my pre-approved lender on it. He never presented me with my options and loan terms from other lenders.

  

  Business response

  06/09/2023

  Hi *************  **************** was unable to get your loan funded with the lender you requested.  We got your deal funded with Toyota and we are unable to void your contract.  If you want to changed your lender, you may be eligible to refinance with a new lender if you qualify. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2013 I bought a brand new Camry. 4 years later the transmission went out and I took her to the dealership I got her from. They told me I needed a new car. The transmission was shot. I had her towed to a mechanic shop and had the transmission fixed. Never have I recieved a recall notice but apperantly there is one on my engine. As of today I am now on my 3rd transmission because it went out again, and having no luck having Toyota fix the engine recall that keep causing my car to go into overdrive and eat up transmissions. I've owned toyotas my whole life never had to replace a transmission and this car has had 3 now.

  

  Business response

  12/06/2022

  ****************, we are sorry to hear about your frustration.  Please contact me at your earliest convenience so that we can discuss this matter.  I look forward to speaking with you and reaching an understanding. Sincerely, ****************** Customer Relations Manger ************. 

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my **** Lexus in for an oil change using a coupon. When i made appt with service **** for my lexus saying my coupon was expiring soon she never questioned my coupon. I arrived for my appt and service said coupon only good for toyota and scion. I informed them that a lexus is a division of toyota and made by toyota and would not take my coupon. I have used coupons for toyotas there before for oil changes. On the coupon it read oil change was $50 off reg price of $89 so it was for $39. i asked what i would be charged for my lexus oil change and was told $99 or $10 more than what is regularly charged. If they do not want to Toyota Lexus' than it should say on the coupon that the toyota lexus is not part of the promotion.

  

  Business response

  10/04/2022

  Hi ***********  We aim to give every guest a great experience and I'm sorry to hear about your frustration.  Please contact me directly to discuss this matter.  

   

  Sincerely,

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

  Customer Relations Manager

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

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of March 2022, I had to tow my 2018 Toyota Camry into the dealership because the entire brake system ceased to function on two occasion causing physical damage to my car and the property of others. The brake system suddenly malfunction while I was driving on the freeway and when I was in a residential area approaching my home causing me to be in an accident. Two months earlier Toyota had sent me a letter informing me that there is a recall on all 2018 to 2019 Camrys concerning the danger of the brake system will suddenly stop working. The accidents that I was involved when the brakes malfunction was almost fatal. I towed my vehicle to the dealership and was told there is no remedy at this time and if there was a remedy available the parts will be backed order for an extended period of time. It has been over three months now and Toyota has done nothing to remedy this situation. They have my car locked ** in storage and deemed it to be unsafe to drive. At first they provided me with a rental car however when I was involved in a minor accident toyota took back the car and refuse to provide me with a replacement. I am now left with no means of transportation. I am unable to care for myself or my elderly mother without having a car to go to work, to the doctor, to grocery shop or for any emergencies. This negligence by toyota has caused a disruption to my life and have intentionally caused me further emotional and financial stress. At this time I would like the assistance from the better business bureau to have toyota replace my vehicle and to compensate me for all the financial and emotional loss I have suffered for the last three months.

  

  Business response

  11/30/2022

  There was a pending safety recall, and the customer was provided with a complimentary rental for almost 3 months.  Unfortunately, the customer damaged one of our rental vehicles and was no longer able to be provided a rental after the vehicle was damaged.  The customer also was unable to get a rental from third-party rental agencies due to a similar reason.  The customer went through the process of lemon buyback from the manufacturer and the case has been completed. 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2011 Rav4 April 22,2022. On April 28th 2020 to return car back to dealership due to car losing power while driving and RPMs needle vigorously twitching up and down. Got car back two days later and was told nothing was wrong with vehicle. On June 9th 2022 at 11 a.m. heading eastbound on Highway 8 going approximately 70 mph posted legal speed limit, no warnings the car suddenly turned off I was able to safely slow car down with no brakes or power steering to the shoulder. Contacted Toyota of Escondido requested a tow off of the freeway with children in 103 degree temperature. 2 hours later still no word from Escondido of Toyota. Paid a friend $100 to come and rescue me and children off the freeway and jump-start vehicle. Took vehicle back home contacted Toyota of Escondido they arrived Thursday morning June 10th towed car todealership. Toyota of Escondido refuse to give me a rental while the new car I just purchased was being serviced for an issue that was not my fault .Car service department was unaware car was delivered Thursday did not notice my car in their parking lot until Friday morning. Finally diagnosed car with bad alternator and added a new alternator into the vehicle Saturday June 12. was told by mngm they would tow vehicle back to me as I have no transportation to pick up vehicle and I live in a rural area where there are no public transportation available. I was told Toyota of Escondido would arrange for a return tow to bring me my car on Sunday morning. Call the service department at 10 a.m. service department Sunday to find out they are closed. now been without a vehicle 5 days. Asked for compensation fixing the issue since I returned the car the first time and management rudely ignored my request and told me nothing was wrong with my vehicle. Approximately 3 weeks later June 9th the vehicle turned off while driving on the freeway w no warning w my children in the car. My life children's lives were put in danger

  

  Business response

  11/30/2022

  On 4/21/22 the customer purchased a vehicle and on 6/9/22 the customer had concerns with her vehicle and spoke with a used car sales manager for assistance. The sales manager covered the cost to tow the vehicle to the dealership, diagnosing her concern, and replacement of the alternator.  We were unable to provide the customer a rental as she did not have transferrable insurance.  We advised the customer that the contract could not be renegotiated after the sale.
  Cust reached out to me for other concerns (charging ports not working and rear hatch not locking) on 11/1/11however, as of today, 11/23, she has not returned our call to schedule an appointment for inspection that sales manager has also offed to cover the cost for our service **** to inspect and advise on her concerns.
  

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