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Complaint Details
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Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Several months ago there started to be a bad small in our 2017 Toyota Highlander. In approximately March of 2023 I then found mold growing up the right passenger pillar of the car. I took the car to Caliber Collision and then Toyota of *******, both of whom agreed I had a mold problem. Ultimately I had to take the car to Downtown Toyota, have the entire interior removed and sanitized, and then reassembled with new carpet and padding. I was also told that I need to clean the drain tubes annually (which they did). It should be noted that but I had never been told this by the dealer a single time before, and I have taken my Highlander to this dealer for all service since I bought the car new six years ago. Eventually I paid close to $15,000 for the dealer to fix the issue ($12.5k to Toyota to disassemble and reassemble the car, and $2k to ServePro to complete the cleaning). The service manager (******, as noted on the attached invoice) told me that the padding in the front, middle and far back of the car was found damp. Even the padding between the engine and the dashboard was damp. No leak was found. It should be noted that this car has been in no major accidents that would cause such a leak.I have completed all regular service and taken good care of this car. It has been in no major accidents that have caused any structural damage. I even have rubber mats to keep water from getting into the carpet. There is absolutely no reason this car should have a leak that leads to wetness from the front to the back. While I was at the dealer picking up the car, I was told that there were at least two other Toyotas in the shop with the same problem. It seems to me Toyota has a known issue that should be part of regular maintenance but is not.This seems to be a clear case of either a defective car (that cannot be left in the rain) or a service department that knows of a problem and does not complete the regular maintenance required to address the problem. I am looking for Toyota to cover the cost of the repairs.
Business response
06/27/2023
Hello,
This vehicle was NOT under Toyota's factory warranty and that is why you had to pay for the repairs out of your own pocket. This was explained in detail. Should you believe Toyota corporate should pay for the charges you would need to reach out to them. We are a Toyota dealer and only charged you what you had agreed for the services.
Thank you,
***********************;
Initial Complaint
03/23/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Date of Transactions: 11/26/2018 Amount PAID: $3,194 Total. Breakdown below:Contract Agreement Stock#: ***** - Final Price $53,273.88 Express#: ******* or 17G ******* GAP Cost: $695 FootPrint Cost:$99 - Dont know what this is. Never provided access or information with regards to this option.Maintenance Contract or Portfolio #s: 17M ****** or 18W ******* Maintenance 75K Cost: $2,400 Business Commitment: Not honored, not necessary, and/or not even provided.Nature of Dispute: breach of Maintenance Contract, see Customer Review for more details. GAP coverage misleading ( Coverage Although States Disability Indebtedness should be reported, but it is not covered, so why did I have to report this with the dealer?Business Offer Resolution: No resolution, both service and sales are pointing to each other than pointing to Subaru Manufacturer, or ****************** Basically, Im not their problem.I wish there was a law that protects new car purchases from over three recall service repairs which severely impacts the operation of the vehicle. If Subaru can take this car back and refund the full amount paid to them, I would gladly stop by in a heartbeat.I accept FULL REFUND of $49,768.68 OR STORE CREDIT OR EXCHANGE THE *** same model and new year with Full Deposit Refund $9,000 and FULL refund for Optional Goods and Services paid Total: $3,194. Interest, title, taxes, and fees not yet included.Business response
03/24/2023
Hello ********,
As you may be aware , we can not take a vehicle back for a refund/credit after 4-5 years.
Please give me a call at your earliest convenience.
Thank you,
***********************
************
Initial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a vehicle from this dealer. The ************************* convinced me to purchased the extended warranty and the maintenance agreement. I did not authorize him to run my credit for the additional items. I though he was going to add it to the existing loan. I did not know he was opening a charge account with Toyota until after he did it and charged the ******* dollars.After checking what the maintenance agreement covers it was not worth it to me. So I called and told them I am canceling the maintenance agreement. I faxed them the information the first time in the beginning of Dec. Fax because that's the only way to cancel per the personal at Toyota. They said I have to wait for it to process. I called and fax to a different number in Jan. ***** asking about the payment because month has passed and I do not want to be penalized for not paying. They responded no need to because we are canceling. Not till February was it able to be canceled and from the dealer now because now they told me the dealer could do it. Anyhow it was canceled the last full week of February 2023 with the money **** sent back to Toyota of *******. I still have not received a call or a check for my thousand dollars I paid. I've called at least 5 time in 2 days and now I think they're avoiding my calls. Now I think there is a discrepancy on my credit that I will have to fight also.Business response
03/02/2023
Dear ************,
We are sorry for your experience in this matter.
We want to apologize for what happened; Thanks for taking the time to take my call. I have gotten with our business office to work on your refund.
Also once you let us know which credit bureau has the discrepancy, I can attempt to have it disputed.
Thank you,
***************************
Downtown Auto Center
******************
********************
Initial Complaint
01/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I spoke with Junior a couple weeks prior to deciding to purchase a 2012 Bentley GT Coupe. During the negotiations, I expressed to him how imperative it was for me to have the vehicle in ******* by 01/20/23 as it was transport to my next assignment and he assured me that this would not be a problem. On January 07,2023, I set them thirty-five thousand dollars as a deposit on the vehicle. Since that time the only time I received any correspondence from the dealer was when they didnt receive the paperwork back (which was due to a Fed-Ex not delivering). I have made multiple calls, text to follow on shipping of the vehicle to no avail. I have spoken to both ******, ***** and the manager ****** who promise to call and then go ghost. Its the 23rd and the vehicle still hasnt arrived which has caused me to incur an additional 3k in expenses. After almost three weeks of empty promises and lackluster customer service Id like a refund and to take my business elsewhere.Business response
01/23/2023
Hello *****,
We have been in correspondence with you and even issued a $1000 check as agreed upon; Unfortunately, we cannot issue $3000.
As stated before, we cannot control transport and the ** flood delays that occurred.
If you have any other concerns, please feel free to reach out to me directly.
***************************
************
Downtown Auto Center
4145 Broadway ******* ** 94611
Customer response
01/25/2023
Complaint: 18884039
I am rejecting this response because:Amazing..(insert applause here) as this is the most correspondence and *** received from this company. Your online reputation/presence supersedes itself and I fault myself for not doing my due diligence. It is now the 25th five days after the vehicle was due and it still hasnt be delivered. I have asked for a refund several times and will gladly send the car back if it ever arrives.
Sincerely,
**********************Business response
01/25/2023
Hello ************************,
As previously stated- the delay on pick up was due to unforeseen weather and CA flooding. We have been in correspondence with you and have attempted to make things right.
Unfortunately, a refund on purchase is not an option as the sale is final.
If there is something else we can assist with please do let ** know,
***************************
************
******************
Downtown Auto Center
4145 Broadway ******* ** 94611
Customer response
01/26/2023
Complaint: 18884039
I am rejecting this response because: As reflected by the shipping manifest the vehicle did not arrive in agreed upon time nor could it have as it was not obtained for shipment until the 18th. I waited an additional four days before contacting the Toyota corporation indicating that I wanted a refund as the time frame I was able to receive the vehicle had closed. That was also conveyed on this forum and to the seller. I again am requesting a refund as I not received and/or taken possession of the vehicle.
Sincerely,
*******************************Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
****** took possession of car from sister of deceased owner; said they would hold it until probate permitted the sale. They did not pay for it, and sister did not sign the transfer of ownership (she had no authority to transfer and she told dealer this). Dealer sold the car 4 days later, without documentation. Dealer has not paid the sister. Probate is now my responsibility--I am court-ordered administrator under *********** Probate Case No. RP22127830. I want the dealer to pay the estate $20,000, which is the appraised value of the car.Business response
01/06/2023
We are very sorry for your experience in this matter.
We want to apologize for what happened. Our records indicate that this case has been settled and resolved.
If you still have concerns feel free to reach out to me directly.
***************************
************- Ext 322
*********************************
Initial Complaint
10/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This dealership advertised a 2014 Chevrolet Corvette for $46,995 and claims they are showing the best price for this vehicle. However, when I went to make an offer for the vehicle they said that the internet price does not include the cost for the added features they've added. The aftermarket price they disclosed was around $54K.The salesperson indicated that price had a disclaimer in small print at the bottom of the advertisement page. This is misleading customers by not revealing their true price. The only way a customer will find out is when they go and try and make a deal to find out the hidden fees.Business response
01/06/2023
We are sorry for your experience in this matter.
I reached out to you to address this case.
If you still have concerns feel free to reach out to me directly.
***************************
************ Ext 322
*********************************
Customer response
01/10/2023
Complaint: 18190832
I am rejecting this response because: they never called or emailed me.
Sincerely,
*********************************Business response
01/13/2023
Hello,
Please reach out to me directly, I do not have an email on file that works, and I have called and no answer.
I still have the vehicle here and it has been discounted from that amount and I can assist with any further questions or concerns regarding the vehicle pricing.
Thank you,
***************************
********************
*********************************
Downtown Auto Center
Initial Complaint
10/07/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Company performed bait and switch. We had agreed on a price by phone. We had agreed on a price in-person with sales guy. Then when I went to sign the contract, someone else came in the room, and changed the price, and added optional features for which I did not opt in.Much later after finding out my car is a lemon I reviewed all documents and found that this company had overcharged me by thousands of dollars. I called in to the business and brought up my issue with "JR" and he refused to negotiate claiming that they had done no wrong.Business response
01/05/2023
We are sorry for your experience in this matter.
I personally addressed this issue and **** understands once the items are purchased and installed we cannot cancel or adjust the price.
If you still have concerns, feel free to reach out to me directly.
***************************
************ Ext 322
*********************************
Initial Complaint
09/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I was told by Downtown Toyota Oakland that if I could bring my Toyota to any Toyota center in ********** for a tune up with my maintenance service agreement. This contract would end on Sunday 9/4/22 so I made an appointment with Hansel Toyota in ******** where I was staying until 9/4. The advisor at the ******** Toyota told me that they couldn't find any info that I had a contract. They told me to call Toyota Oakland. I called several times and was put on hold several times - the Oakland Toyota ****************** told me I needed to talk to the *********** and the *********** told me to talk to the ****************** to get the contract number. After almost an hour I reached the Finance person who created the contract. He told me that the contract for service could only be done at the Oakland Toyota! I was confused because I was told there was no evidence of a maintenance contract but yet I was getting annual service checks at Oakland Toyota. I told him that since I was misinformed by their staff person, could they extent the contract a few days or weeks so I could get to Oakland for my car tuneup and annual service car check. That Finance guy told me that I needed to ask Porfolio Protection, the third party company. I called Portfolio and they told me that I only have a "maintenance agreement" and there is no record of any other services that could be rendered with that maintenance contract.When I got home, I looked at the contract that the Finance person created when I bought the car and it lists 2 Portfolio "optional Service Contracts" - one for $1895 and another for $1350. I paid a total of $3245 for contracts I did not understand at the time. I had no idea I had 2 CONTRACTS!!!! Downtown Oakland sold me a contract I didn't even need -- a maintenance contract for $1345?? Their staff person told me that the annual service check/tune up/tire check would be honored at another Toyota OUTSIDE of Oakland. That was not true.Business response
01/06/2023
We are sorry for your experience in this matter.
We want to apologize for what happened. I have reached out to resolve this matter.
If you still have concerns feel free to reach out to me directly.
***************************
************ Ext 322
*********************************
Initial Complaint
01/20/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Car salesman lied on critical specifications of the car's attributes. Got me to purchase a car that was the wrong fit for me. Lost all my tradein value in the process of purchasing a new car. Downtown Subaru of Oakland effectively stole $20.5k from me if not a bit more when factoring in taxes. I'd like to seek a settlement on the basis of false advertising. Specifically, I asked ******************* what the horsepower of the Subaru Forester was and he told me it was 270+. This is factually inaccurate, the car only has 170 horsepower. There are also other differences between car models that **** was adamant didn't exist. He lied to me and I purchased the wrong vehicle. I had to trade it in at another dealership and I had to eat the price of taxes and registration fees multiple times. I also lost all of the equity from my Subaru BRZ (2017) which I traded in for $20.5k. I'd like to get that amount back plus the taxes I paid on the vehicle so that I can use it to lower the amount financed on my new Subaru. It's federal law not to misrepresent a product. https://www.ftc.gov/news-events/media-resources/truth-advertisingBusiness response
01/05/2023
We are sorry for your experience in the matter.
We want to apologize for what happened. Our records show this case has been addressed and resolved.
If you Still have concerns, feel free to reach out to me directly.
***************************
************ Ext 322
*********************************
Customer response
01/06/2023
Complaint: 16487680
I am rejecting this response because: it falsely claimed the case is closed.
Sincerely,
*******************************Business response
01/13/2023
Hello,
I understand your frustration in this matter. I do show many records that we have contacted you and that we had a solution for you that you chose not to do.
I show that we attempted to rectify the sale/issue but you choose to work with another Subaru Branch.
Feel free to contact me with any other concerns,
***************************
********************
*********************************
Downtown Auto Center
Customer response
01/13/2023
Complaint: 16487680
I am rejecting this response because: I have the opposite experience. Not once did a representative reach out to me. Further, no resolution was offered. The only thing you are correct in stating is that ultimately I chose to ultimately take my business elsewhere after seeing how unethical your team is to work with. Note that in the business's response, they fail to state either when or how they tried to contact me, as well as failing to state what resolution was offered.
Sincerely,
*******************************Initial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had got a truck from this dealership. They told us we got approved for a truck. Then two weeks later told us we did not and had to bring the truck back. We live three hours away from Oakland so we got a room and got hit in the parking lot of the hotel. We made a police report and my insurance even paid for the damage of the truck they told us once the truck is fixed they would give us our deposit back and now they wont. We have asked to speak with the supervisor and they told us they dont have to speak with anyone and they dont have to do anything.Business response
01/05/2023
Dear **************,
We are sorry for your experience in this matter.
We want to apologize for what happened. We show we did issue a refund and this case has been resolved.
If you still have concerns, feel free to reach out to me directly.
***************************
************ Ext 322
Jrdtacoakland.com
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Customer Complaints Summary
24 total complaints in the last 3 years.
10 complaints closed in the last 12 months.