ComplaintsforToyota of Riverside

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  YESTERDAY AUGUST 11TH. 2024 IN ********* ON *********** , MY CAR FAILED TO STOP AS THE BRAKES WAS NOT FUNCTIONING WHATSOEVER. I ALMOST HIT MANY CARS IN FRONT OF ME, I USED THE EMERGENCY BRAKES AND ALMOST HIT THE CAR BY MY SIDE. I TOWED THE CAR TO MY MECHANIC SHO IN ****** CA TODAY AUGUST 12TH. 2024 AT 9 AM BY AAA TRUCK. THE VACCUM PUMP IS DAMAGED AND THERE IS A RECALL FROM TOYOTA ON IT. TOYOTA RIVERSIDE CLAIMED THEY COMPLETED THIS RECALL AND ALL RECALLS ON MY CAR IN 2022. I REFUSE THIS CLAIM AND I CALLED TOYOTA CORPORATE AND THEY GATHERED ALL INFORMATION AND GAVE ME CASE NUMBER ************ AND SAID THEY WILL CALL BACK WITHIN 5 BUSINESS DAYS. I NEED MY CAR FIXED UNDER TOYOTA RECALL AND HOLD THE MANUFACTURER OF THIS SERIOUS DEFAULT THAT COULD HAVE CAUSED ME LOSING MY LIFE OR OTHER PEOPLE'S LIVES FOR THIS TECHNICAL SERIOUS PROBLEM IN THEIR BRAKING SYSTEM.

  Business response

  08/14/2024

  recall was performed on vehicle in 2022 and has since put about 38k miles on vehicle since recall was performed. spoke with customer and told him to bring the vehicle in so we can see what is going on and we can advise from there. Vehicle is currently at our service department now.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/20/2024 at 6:30pm, I purchased a 2024 Toyota Grand Highlander XLE from the Toyota of Riverside dealership. However, I discovered through independent searches the following day that a recall, stop sale, and halt of production and delivery had been ordered by Toyota on this car model prior to me purchasing the vehicle. The car should not have been sold to me by the dealership and I should not have been able to drive it off the lot. Not once during the sale was any of this mentioned to me. When I went in the following day, the sales manager ************************* and sales representative ************************* denied both the recall and the stop sale. When I showed them my VIN with the recall on Toyota's search function, they said that it wasn't accurate and there was a fix, despite it clearly saying there was no available remedy. I'd like the sale and contract voided according to lemon laws.

  Business response

  06/25/2024

  Car was sold same day as stop sale order issued - dealer did not know - dealer has unwound vehicle and refunded customer

  Customer response

  06/25/2024

   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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *2 days-May 28 and 29, 2024*Paid $792.81for actuator presumably related to alarm/short circuit issue with my vehicle on May 29.*Toyota failed to prioritize problem causing alarm to short circuit and drain out battery. Receipt for May 28 shows replacing battery and terminals. Replaced Alarm? Air and cabin filters replaced, also Resurface rotors and replace brake pads. Regular maintenance (prepaid care). Other recommendationshold. My bill was $754.49. Arrived home and same problem with alarm persisted. Brought truck next day May 29. Informed service rep and made clear what was going on. Rep mentioned actuator on door likely problem may need replacing. Rep called and stated actuator needed replacement and after check alarm. I gave ok and Actuator replaced but the problem with locking and unlocking driver door still remains and did not fix issue with alarm. Actual problem turned out to be Body ***. *2 days of original problems with alarm issue, locking and unlocking of driver door and the use of alarm remotes connecting were not fixed. Repair technicians made many recommendations for my truck, but not the reason truck towed in. *Service rep recommended replace body *** to fix problem. This repair would cost $1200.00 but offered discount and pay approx $900. It is difficult to TRUST that Actuator needed replacement. I paid repair on May 29 for $792.81 and now told its the body ecu. My truck is 7 years old and only ****** miles. I use for work 10miles a day. The truck is in excellent condition and for this Alarm/Short Circuit/Body *** issues popping up makes me doubt the validity of other recommendations, I turned down the *** repairs because total repairs for 2 days totals $1,547.30. An additional $1,000 is needed for ***. But did Actuator really needed to be replaced? Toyota diagnostic should have identified the problem. I need them to honor their mistake with repairing the *** for what I paid for actuator. Fair request to gain their trust again.

  Business response

  06/04/2024

  Thank you, we have all service records and Service Director is reviewing history of diag / repair

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this inquiry from my credit report. Please help meinthismatter. -------- NCCINC/TOYOTA OF RIVER, Inquiry Date - 1/21/2023 ---------

  Business response

  06/03/2024

  While we do use NCC for credit inquiries here, we only have access to an inquiry for 3 months. This apparently happened in Jan 2023 (over a year ago). We also do not have newer data on this client as the last dealings we had with her, was for a purchase of a 1922 Sienna in Jan, 1922. We are so sorry this has happened to her, we do not retain record of her SS# but we do run software that would have been a mis-match to anyone else trying to use it here and would've been stopped once that was determined. Recommend reaching out to the agencies that show the inquiry and inform them of the identity theft asap

   

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

  Customer Relations Manager

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

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

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my vehicle, the finance manager sold me on the $8000 "platinum service" package. He said it covered EVERYTHING for 8 years or 75000 miles. It covered every scheduled maintenance, it covered if someone slashed my tires, it covered if I got a dent in my vehicle, vehicle fires....everything you could possibly imagine. He told me some WILD things that would be covered in this $8000 Platinum Service Plan. It sounded like excellent protection. I ended up agreeing to it because it covered maintenance as well! Turns out- it doesn't cover ANY of that. The part that I'm most upset about- is that it DOES NOT COVER ROUTINE MAINTENANCE. Now, I don't forsee a vehicle fire or slashed tires anytime in the near or distant future, so I'm not upset about any of that NOT being covered. I'm upset because my husband and I were lied to. They made very false promises and probably got a decent commission for upselling this lie. How many people have they done this to? Lied directly to their faces!? There should be a legal consequence for such behavior. I'm disgusted by you, Toyota of Riverside. You should be ashamed of yourself.

  Business response

  08/17/2023

  Cory purchased a 2018 Tacoma from us in Apr, 2018. With that purchase she also purchased a combination of coverages, including an Extended Warranty (VSA) to cover repairs of covered components, a Tire Warranty to cover her tires in the event of road damage and a Maintenance Plan that covered maintenance costs, as prescribed by Toyota Corp. and each of them with their own time / mileage parameters for coverage/expiration.

  What she is referring to is actually the VSA, not the Maintenance. Maintenance is for 5 years or 55,000 miles whichever comes first and did in fact expire as of last April of 2023. However, if she were to reach out to Toyota Financial Services, the carrier of the plans, she could be eligible for a 1 year grace period if there are outstanding maintenance services/visits left open after the expiration date. That is entirely up to Toyota Corp. 

  It appears that there is misunderstanding on the part of the client and I have included copies of the signed documentation to support what actually was purchased, of which the client was given copies of in 2018.

  There is a lot of information downloaded on the client during the purchase/contract signing and we are very transparent about what is being purchased, however, it is very common, even with that transparency,  to miss a lot of that information, so I understand the confusion.

  We apologize for that confusion

  Sincerely,

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

  Customer Relations Manager

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday June 4, 2023 I bought a car at Toyota Riverside dealership and traded in my car, contract sign. They called me the next day trying to go back on the deal threatening me if i don’t re do the deal they will not pay off my trade in. They claim the value of the trade in is less due to mechanical issues. My car was running on Sunday and now they are giving my car back and it doesn’t run. They must have messed with the engine or something They are wanting to set up a new contact which would raise the amount finance from $30450 to $34450. I am just asking for original contact to be honored or at minimum to have my trade in car fix, which they have broken.

  Business response

  06/14/2023

  Trade had engine noise on start up and engine seized, This dealer did not cause engine failure and this dealer will no longer be entertaining the idea of using his trade in a deal. Customer has been advised and was offered other options but he declined. Deal has been unwound.

  Thank you

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle and the dealer attempted to have me purchase and alarm despite declining the alarm. The salesman (*****) included the cost of the alarm prompting additional $817 down payment on top of a $3k down payment I had decided to do. When in finance the finance representative ***** tried to sell me the alarm and I declined the alarm. ***** said he would be giving us the alarm for free but then included it in the contract as an additional cost of $500. I did not catch this until after we had signed the contract and were outside the dealership getting ready to leave. After looking at the contract I went back inside and expressed my concern with ***** and let him know I was upset. I had declined the alarm, told it was free and then was charged for it. This was deceptive. We re-signed the contract removing the cost of the alarm ($500) but in the moment I had forgotten about the additional $817 additional down I had given the dealer. The dealer offered to redo the contract again but would require that my wife and I lose a day of work to complete this. My wife just started a new job and this was not possible for us. The dealer did not offer any other resolution until days later during a call to discuss the vehicles transmission failure resulting in a cost of $9,600. Thankfully, the transmission is covered under warranty but this resulted in a cost of $84 for two days of rental because I needed the vehicle on a saturday and the warranty only covered 5 days rental. This was only 6 days after purchasing the Toyota Certified vehicle. I have concerns about the certification and do not believe the certification is valid based on the failure and question whether the vehicle is sound. After to speaking to **** a Customer Service Manager, he had let us know the dealer would not do anything to resolve the issue in its entirety.

  Business response

  10/25/2022

  We have already reached out to this customer and they are still not satisfied. Contract was corrected, same day, after the alarm (which is installed on all our vehicles) was accidently left on the contract, the vehicle in question is a certified Used Toyota and comes with a warranty which covered a transmission repair due to a whine noise heard (this failure would not have been able to be predicted as major components are not torn down on a certified inspection and noise was not detected on test drives pre-sale. The additional 800.00 that was paid as an increase in down payment was to lower the monthly payment, which they wanted and  it did.  Deal is now funded, rates on used cars change every day, we are unable to guarantee current rate and 800.00 reduction will mean an increase in monthly payment.

  
  

  Thank you,

  Customer response

  10/25/2022

   I am rejecting this response because: The dealers statement is false. The additional $817 was needed because the cost of the alarm was included without my knowledge in order to bring the monthly payment down.  The alarm was not forgotten. Finance tried to sell it to us for an additional cost. I denied it and was told that it would be included for free, complimentary. How can that be a mistake if ***** the finance rep then went to remove the alarm himself. He had stated it was free. It was then included in the contract for me to sign. It was not a mistake, it was not forgotten, it was intentionally added after I declined it. They were hoping I wouldn’t notice. I caught it and had them remove the additional cost and in haste I had forgotten about the additional $817 down. I only intended to put $3k down to match the payment we desired. The dealership is now fabricating lies in an attempt to save face but they are wrong and deceitful. 
  
  
  

  Business response

  10/31/2022

  I have attached a screen shot of this customer's deal - the deal is already funded and can not be changed at this point, but even if it could, with the new calculation,  the monthly payment would in fact go up w/o the additional 817.00 to 353.70 / month

  
  

  Thank you,

  
  

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

  CRM

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On tuesday September 27 i took my vehicle for toyota care that we paid for when refinancing the vehicle my vehicle after the Toyota care service had a squeaking noise and wobbly noise coming from the front tires i notified them i was told it was due to my rims i been having for more than 2 years but i told them it was a wobbly noise and squeaking noise today october 5th the tire infront they said they never touched came off while driving causing damage to my studs lugs and brake components due to loose lugs while my kids and wife were in the car

  Business response

  10/06/2022

  Last wheel / tire rotation done at this dealership was in November, 2021 at 75k, RO# 84764. Next service that would have included a wheel / tire rotation was NOT done due to aftermarket locking lug nuts and wheel lugs; this was documented on RO# 43***, Sept. 27th, 2022. Customer was advised.

  Customer has incorrect sized wheels on car and has installed spacers (not correct ones either). Customer returned to our service dept. on Sept. 30th, 2022, complaining of noise from front of vehicle and upon visual inspection we found that as a direct result of oversized and improperly spaced wheels, the front brake calipers were hitting / scraping the front wheels. This was  documented on  RO#*****, Sept. 30th, 2022. This inspection did not require removal of wheels as we were able to see the problem with vehicle lifted. Customer was advised and declined further work. 

  See attached Invoices.

  
  

  Thank you,

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

  CRM, Toyota of Riverside

  
  

  Customer response

  10/07/2022

   I am rejecting this response because:
  I paid for Toyota care when refinancing my vehicle wich includes multi point inspection wich is supposed to be a detailed inspection they had told me about other issues with my car never told me anything about my car wheels noise that day while we were on sept 27th due to that noise not been there when we took the vehicle in but coming out there was a noise from the front tires after waiting more than 3 hours for my vehicle to come out there service center,my vehicle has been having spacers  and wheels for more than 2 years and had no issues with them just like i notified the toyota service manager when i took my car back on sept 30th and the cause of a broken stud and causing my wheel to fall off putting my newborn and toddler in danger the day of the incident is caused by overtorqued lug or loose lug wich was not caused by the spacers that i been having in my car for more than two years and within those times there has been tire rotations done and they never told me an issue with my spacers and wheel like on 8**94 miles on 5/03/2022
  
  

  Business response

  10/10/2022

  As stated earlier, a rotation was not done on the Sept 27th visit due to aftermarket locking lug nuts. Customer was advised and later stated he rotated them himself. On Sept 30th, customer came in complaining about noise which we diagnosed free of charge (normally a 170.00 fee) and found that the calipers were rubbing against the wheels as a direct cause of oversized aftermarket wheels. Diagnoses of specific problems are not part of general inspections which only includes fluid levels, belt condition, tire condition, hoses and their condition, etc) 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two and a half months ago I took my car in for a white paint job . When I was called in to pick up the car they had painted the car off white , left door handles white, lower bumpers white had two different colors . The manager stated we will send it back to the shop to paint it white. I had a call from ***** ***** stating the car was ready for pick up a week after the incident. On arrival the car still had two different colors , I addressed it to Mark Leininger the Service Customer Relations Manager and to ***** as well. They sent it back to the shop . Today 9/8/22 ***** informed me the car was ready to be picked up. On arrival I asked her is it white? she stayed quiet and said they painted it again. Upon inspection car still remains with two different colors off white and white, has off white stains inside right front door. Car was dusty with white paint inside car, seats etc. Car was filthy dirty with dirt and paint. Left door handle off white with white. I am requesting for toyota to give me some monetary so I can take the car to a professional paint shop who can perform good quality job.

  Business response

  09/20/2022

  This dealer is only the intermediary between Toyota Corp (the manufacturer) and Riverside Collision (the body shop). We provided the work order to facilitate the completion of a Paint Peel Campaign # ZKG issued as customer goodwill by Toyota Corp with the work being performed by Riverside Collision, all at zero charge to the customer.

  Toyota Corp has limitations on this campaign as far as what can or cannot be painted as well as what body shop is authorized to do the work. I have attached a zip folder with pics taken before and after work was performed for your review. While we are happy to assist this customer, we are not in a position to authorize any "payment" to be used for a different body shop - that would be entirely up to Toyota Corp.

  
  

  Thank you,

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

  Customer Relations Manager

  Toyota of Riverside

  c*******@toyotaofriverside.com

  ###-###-####

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