ComplaintsforNorwalk Toyota

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date 7/31/2023 Purchased a vehicle priced at $20k gave a down payment of $2,500 salesperson:****** finance person: *********************** I went back on 8/02/2023 and spoke to ***** as i was reviewing my contract i notice several charges i had clearly told ***** on 7/31/2023 i did not want. i told him why were they added to my contract when he clearly stated they were optional. ***** started to yelled at me stating this charges were required (GAP insurance, *************** Agreement, Zurich Shield) i requested for him to remove this items because this is ILEGAL! If a dealer insists that you must buy other product or service because you are financing. After several attempts teling him to removed this items he said ok i can only remove ************* and VSA which the total was $5k I said i also want you to remove Zurich Shield $2K from my loan and he said no and walked away from his office leaving me talking.. i want $1,995 removed from my contract because i clearly did not approve this charge nor i want this charge added to my loan. I ask him to create another Retail Installment Sale contract with the updated amount because i wanted to review my new actual finance Loan charge .. And he declined. This dealership is violating several Laws .

  Business response

  09/02/2023

  To BBB of ***************,

  We did cancel the service contract  ***** and the Gap 850 for customer on August 2, 2023 the money will sent to Toyota ********* Services applied to customer Loan balance. On August 22, 2023 my Finance Manager ***************************** called customer to offer customer to come in to cancel the Zurich Shield but customer never show up for us to cancel the Zurich Shield.

  Thank you,

  Customer response

  09/05/2023

   
  Complaint: 20418753
  
  I am rejecting this response because:
  The dealer is commiting fraud and violating my consumer rights. I do not trust them at this point. It took a bad review for them to say ok i will remove the ****** paint protection. And forging my signature on the documents that is ilegal and you guys need to be held accountable 
  Sincerely,
  
  *****************************

  Business response

  09/28/2023

  Hello,

  We already cancelled the warranty and gap. These amounts will be forwarded to her principal balance.  As far as the Zurich shield is concerned, we spoke with our general manager and he made the exception on cancelling the Zurich shield, we expressed to ****************** that she would need to come in to fill out the cancellation form so we can process this immediately.  She refuses to do so. 

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

  Finance Director

   

   

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased car they wanted to add extended warranty I did not want I asked if something wrong with car was told no, they added another insurance i didnt want was told had to get, 5 days later engine light on took to dealer was told nothing wrong and they made light disappear, engine light came back on the 8th day of purchase, dealer closed went to auto zone they ran diagnostics and came back with part issues, first time I took car to dealer they didnt even tell me about problem or they just reset light so I can most likely go away, they let me leave dealer knowingly car had issues no concerns for my safety, to add the day after I signed contract I was told I needed to back to resign contract because dealer added the extended warranty and removed the first insurance he stated Toyota would not approve me if I didnt resign , and added a premium to loan and they lowered the car price, when I went to take car first time I saw Finance man I told him why I was there basically in short terms used cars can last a long time or a short time and wasnt I glad he added extended warranty, its so sad , I feel robbed, cheated, they knew since day one car had issues and failed to tell me , and the insurances they are optional, how can this happen, how can they continue to be in business , sticker on car said it passed the full point inspection, how ?? This is fraud!!!

  Business response

  03/14/2023

  Hello, i read and understand your frustration, I apologize for the run around. Service has identified the part that is failing and will take care of this specific repair if that is ok with you. I understand your desired request is for a refund. What are you asking to be refunded. Keep in mind, if the vehicle is financed, the refund will go to the lender and drop the price of the vehicle overall.

   

  Customer response

  03/15/2023

   
  Complaint: 19593074
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  03/15/2023

  Because? How can we help?

  Your vehicle was fixed. Do you want a refund of your extended warranty? 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership, the salesman was really nice, However when I spoke to ******* in the finance department I was lied to. At the last minute I was told, that there was a product called ******** that I had to purchase for $1995.00. In reviewing my contract it clearly says that it is optional, and that I am unable to cancel because it was provided to me free of charge, when it in fact was not. I have left many emails and voicemails and no one has gotten in contact with me to discuss this. And doing further research I realize that I am not the only one that this has happened to you. I just want my money back for $1,995.

  Business response

  12/20/2022

  Business Response /* (1000, 8, 2022/12/07) */ I spoke Mrs.****** and let her know that we would go ahead and refund the money for the********** of 1995.00. The refund will be mailed to her finance company and would be applied to her principal balance. I also explained to her that her payment will stay the same.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Roughly 8 days ago I encountered a Listing on Toyota Certified pre-owned vehicles website for a 2020 Toyota *********************************************** for $20,547. I got into contacts with a representative and confirmed the vehicle was available, but needed some bodywork corrected prior to the scheduled sales meeting. However, the schedule meeting was rescheduled due to an emergency. I had notified them about the situation and was assured that the vehicle would remain there until I came in 5 days later. I was met by a sales rep. after arriving and the sales rep. mentioned that they would no longer be able to honor the price for that vehicle because it was "a listing that shouldn't have been published". I let both the sales rep., Inventory manager, and sales manager know that it is considered false advertisement. I asked if they could honor the price and mileage for another vehicle, however, every vehicle mentioned within the price range ($2,000-$6,000 above the original price) had 20,000-25,000 miles more than the original listing. Nevertheless, they even said those "alternative vehicle's" are not able to be matched to the false listing price. Unfortunately, after years of being a customer of Toyota, as well as, an advocate for Toyota this is hands down the worst experience I've ever been encountered with. Why makes it worse is they even acknowledged that the listing was an error but still listed and stated "well most customers are understandable as well" by the Inventory manager.

  Business response

  01/26/2023

  Hello, I am the Service director for Norwalk Toyota. Are you still in need of a vehicle? I am addressing the BBB concurs and would love to assist you with the sales team or help fix a car you currently have. Please let me know if I can help.
  
  Thank you for your time. I am sorry for the run around. I will help as much as I can.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed. A agreement for purchases of a vehicle ... the terms of the contract were not honored they were trying to extort me for more money I still have yet to receive my deposit back. The terms were for 1000 down and financing they attempted to change this to 7500 down after we already signed and agreement.

  Business response

  01/26/2023

  Hello, I am the Service Director going over these BBB concerns. Have you been contacted or is your concern handled?
  I do run the service department however I can help facilitate something. Please reach out if your still need assistance.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 27, 2022, I brought my vehicle for service (oil change). I had received Norwalk Toyota's specials over the mail advertising their oil change for 59.99. In addition, their flyer mentioned in bold letters "WE WILL BEAT ANY LOCAL TOYOTA DEALERS COUPONS" in red bold letters "SIMPLY BRING THEIR ADVERTISED PRICE AND WE WILL MEET OR BEAT IT!" My information was taken and put into the system. I mentioned that I had a competitor's coupon from Toyota *********** with a coupon for 49.99. The service tech took a few steps to the service manager who was in the adjacent desk. I overheard him say to the tech "he is loco, nah" and the service tech said sorry it could not meet it. I showed the service tech Norwalk Toyota's own ad what it stated. He said that 59.99 was the lowest they would go because the regular price is 85.99. I mentioned that it was false advertising and ask why was it not valid. He said that is not local. ******************** away from Norwalk. I said I would not complete the service. On my way out, I ran across the service manager and showed him their own ad and mentioned why would they use that phrase if they were not going to honor it. He mentioned that it was not a local ad. ************** are not considered local then I am not sure what is local for him. It was very disappointing that they were not willing to meet honor their own printed ad. While my vehicle was going to be serviced I was trying to make a decision between the *********** and the ***** as I am ready to upgrade my vehicle. Not only they are loosing a sale but also on future recommendations from my relatives. I would like them to not print vague coupons if they are not willing to honor them. My time is valuable and I do not appreciate it. I took the vehicle ********* Toyota and they said they will be willing to honor the competitor's coupon and scheduled an appointment for Wednesday.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/09/23) */ Contact Name and Title: **************** Contact Phone: ********** Contact Email: ************************* Hello, I would like to apologize for the frustration this caused. I understand your position and I am wiling to work with you as long as both parties can reasonably look at all the facts. You are correct with the language used on the coupon, however keep in mind ******** Toyota is 15 miles away but that equates to a 55 minute drive. We don't consider a hour drive as a local dealer. The question is, "What is your time worth"? Would you save $10 driving to ******** but waste that much of your personal time. That said, I will absolutely work with you and provide great service moving forward. I will extend a $29.99 oil service to you. Please ask for the service Director and we can move forward together. Thank you for your time.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I just purchase a car for $****** and was charge more around $******. I ask the dealer not to alter my contract and there not letting me cancel add ons/options like gap insurance, maintenance package and Eco/block key that total up to $*****. I was also charge a very high mark up fee. Please help me in this request I will provide all the documents and contract. Thank you

  Business response

  05/23/2022

  Business Response /* (1000, 13, 2022/05/12) */ To whom it may concern: We have contacted the customer named above to handle her concerns. We cancelled the items requested and proceeds the will go to the principal balance of her loan in approximately 6 to 8 weeks. We have also informed her that the Eco block / key is not cancelable since it has already been installed on the vehicle when it sold. Customer was ok with that. Customer is satisfied with the outcome. This complaint was made prior to her speaking with us. *********** Finance Director Norwalk Toyota

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 23, 2021, I went into Norwalk Toyota dealership to meet with salesperson ******* ******* to reserve a 2021 RAV4 after speaking with him on the phone and was told the color and trim I was looking for (white/moonroof) would be available within one week. I arrived after 8:00 p.m. During the finance process with ********, I specified I didn't want any additional warranty when he asked. He went on to mentioned that because I bought the vehicle from Norwalk I would get a FREE replacement key if I should loose it within the first 3 years. All the documents I signed were on a tablet and I was given a flash drive. The following day I printed out all the documents to review and that's when I learned that there was NO free key replacement. I was deliberately misinformed to sign an optional service contract vehicle key replacement protection Ecoblock at a cost of $********. I immediately sent a text to ******** telling him I printed my contract and saw Ecoblock key replacement is a feature not offered FREE and in that case I would like it removed, he replied that it cannot be removed. He further went on to say it is something that's pre-installed, and he don't have the power, he just prepare paper work. I did speak to my salesperson ******* to let him know I want the Ecoblock removed from my contract which he said we can take care of that later. On September 3, 2021, my vehicle arrived and I test drove it and was ready to finalize the paperwork. When I asked Manager **** who I was dealing with to remove the Ecoblock from my contract, he began speaking to me in a condescending manner, stating I was trying to change the whole deal and he can get $***** more for the vehicle due to demand and pretty much threatened to give me back my down payment. I took possession of the vehicle and drove off. I sent the General Manager ***** ***** an email explaining my experience and unethical business practice by his dealership. He did not respond to my email.

  Business response

  01/06/2022

  Consumer Response /* (2000, 13, 2022/01/05) */ I am pleased to say that as of 12/31/2021 I have settled with Norwalk Toyota and received a check in the mail today 1/4/2022.

*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. ↩