ComplaintsforToyauto Mart

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dad passed away and purchased truck from estate. ABS light (automatic braking system) was on. Took it to multiple mechanics and was told needed abs module. I ordered from Toyauto mart from "***" who assured me that if the part didnt work i could return it. They sent the part out it still threw codes. I contacted *** and he said to send back and i would get another. The second one also threw codes and won't work. I contacted them today and was told by manager that they would only do exhanges on electrical parts. I tried to explain that is not what *** told me and Serge the manager said that *********** longer worked there and that he didnt care what *** said; the policy is the policy - he told me i had an invoice with it on the back. I told him i had a white piece of paper with nothing on the back. He kept talking over me, didnt care what i was trying to say. didnt back an employee that THEY hired. The part cost $1,535 and every mechanic i spoke to said i got ripped off.

  Business response

  11/08/2021

  Hi ****,

  I do apologize for the late reply. I looked into this order and we have taken care of the customer in every way according to our policy. She ordered an electrical part which is exchange only and we sent out a rebuilt unit as a replacement for the one she initially ordered. We never asked for a diagnostic from a mechanic proving our part was wrong and sent her a rebuilt unit to make sure she doesn't have any issues. Rebuilt unit's cost more, we never charged her more for it. Customers know they take a chance buying electrical part's that are used from old wrecked vehicles. Again we have done everything on our end in accordance to our policy. I hope this helps, but if there is any other questions please let me know. 
  
  Serge 
  Sales Manager
  ************  ext. 112

  Customer response

  11/17/2021

  My dad passed away 12/13/2019 - his wife passed away the following year November 2020 and she left all items to only her children.  I'm finally able to buy the truck from the estate for $9000; with the *** light on.  I drove it back from ********** to ***** in August 2021 and contacted the Inspection station to see if I would pass with the light on and it was a no.  The **** was on.
  
  I called ************* because I was told that they might have the *** module that I was looking for; I spoke to *** - he said that they did have it and that the cost was **** to purchase.  I was floored by the cost and said what if it doesn't work?  And he said no worries, we will either replace or refund or money.    He never once said that it was "an electrical part" and I told him I didn't have any idea what I was doing and that I was putting my trust in him.  He assured me I was making the right decision.    The part came (and I took it to AUTO WERKS in ********* *****.  They installed it and said that it was throwing 5 codes and that it wouldn't work.  I called *** - he said the guy probably didn't do it right and said he'd get me another part - I then went to **************** AUTO  in ****** *****.  They installed the said one and said that was also throwing 5 codes.  He went as far as to say the part was no good.  I called and that's when I spoke to Serge - who was super impolite (please note above that he assumes all customers know that they are taking a chance by buying an electrical part)  - I was trying to explain to him the situation and he basically said he didn't have time to listen to every customer's issues.  and that I was not an exception to the rule.   I lost my father and I had to buy the pickup from his estate.   I was already down on my luck and really trying to honor his memory.    I told Serge that his employee *** had made promises and Serge said that *********** longer worked there so I was outta luck.    How can that be right?   
  
  My dad's truck is fixed and I have yet another abs module sitting on my table that I do not need.   It just seems like if i give them back this part that i haven't even opened that they will be whole again.  I will have given them all three items that they sent me and they were all exactly the items sent.   I just don't understand how if i'm holding a part that they say is worth **** then why won't they take it back.    I offered to provide diagnostics from both and again he did not have time for my nonsense.    Both mechanics have said that they will attest to seeing the part and trying them and that they were both defective.   
  
  I will not stop on this.    This is bad business and they need to make it right.  They took advantage of my lack of knowledge of the part's  world.   The minute I said I didn't know what I was doing - they should have slowed way down to make sure that I knew what I was getting into.   
  
  When I spoke to "Serge" he was extremely rude and he  spoke down to me.   By the tone of his email he assumes!  The whole transaction turned out to be a nightmare.    I think they should accept some responsibility and perhaps compromise.
  
  
  
  Please let me know if you think statements from the mechanic will help?  
  
  Thank you for your time
  

  
  

  
  

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