Complaints

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to to express my concerns and to file a claim against Stevens creek Toyota service center regarding a recent transaction that occurred on January 31, 2024, for the amount of $139.99. This transaction is made for the wheel alignment service they performed to my vehicle.My claim revolves around two primary issues: misleading selling practices and lack of transparency regarding the cost of the service.During my visit for a routine maintenance check, I was informed by a representative that a wheel alignment service was "due" soon and was asked if I would like to add this service to my maintenance schedule. This suggestion misled me to believe that the wheel alignment was a necessary part of the recommended maintenance for my vehicle at that time, without clear disclosure that it was an "as-need" service that *** not have been necessary.Additionally, I am concerned about the lack of transparency in pricing during this process. There was no prior clarification regarding the cost. The information was not mentioned at all when I was requested to sign. The first time I was made aware of the charge was when I received a message about the bill, post-service. Although I received an email regarding the service, it was amidst various forms of communication including text message and in-person discussion, during which no one reiterated or emphasized the content of the email. The critical information regarding the nature and cost of the wheel alignment service was therefore overlooked. This oversight highlights a significant gap in the their efforts to ensure that customers are fully informed about services and costs. Effective communication is crucial, especially when it pertains to optional services and their associated costs.Given these issues, I contend that they failed to uphold fair business practices. I request a refund and a written assurance of better practices.

  Business response

  02/27/2024

  To whom this may concern, 

  We are deeply committed to our work and strive to clearly communicate all recommended services to each customer. Among these services, wheel alignments are routinely suggested, and we ensure complete transparency throughout the process. The customer was presented with the option for this service and agreed to proceed if deemed necessary, as indicated by their signature on the document. The vehicle underwent alignment to ************ specifications, adhering closely to established guidelines.
  
  Upon completion, the customer received the final invoice, which they duly paid, acknowledging receipt of the service by signing. We stand behind our workmanship, offering a generous 1-year warranty for the provided service. While we do not offer refunds, we guarantee to uphold the quality of our service at Stevens Creek Toyota.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Tundra into the dealership to have my exhaust system fixed. The exhaust system was then fixed by having the battery replaced. After the battery has been replaced, the side mirrors and the radio system failed to work (radio won't turn on, and the side mirrors cannot be adjusted through the buttons). The invoice also included items that was under their recommendations but it was not approved by me. When I confronted in person, the dealership said they didn't touch anything that would cause the problems because they didn't open up the dashboard that wires the mirrors and the radio. The manager was not there during the holidays but ******* said they would send them an email. We never got any communications from them, so we called for 4 days. No one answered. We took the vehicle home but was very frustrated with the service.

  Business response

  02/05/2024

  Hello, 

  The Service Manager has reached out to the customer, providing a detailed explanation of the situation. The customer is now informed and, at present, isn't interested in pursuing the claim any further. Despite a lapse in communication that proved challenging to explain, the son was able to express concerns effectively. Importantly, the son is understanding of the situation and doesn't hold the dealer responsible for the underlying issues. We are unsure if this information provide was shared back to the BBB. If need for more clarification the Service Manager is available to discuss further at ************. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I own a 2009 Toyota Highlander hybrid and had been going for servicing to Stevens creek location past couple of years due to being close to my house.Honestly i find them little greedy and are ok but not as good as Fremont Toyota, where i had been working with ******************* a very amazing service rep.Anyways, I took my SUV for service to Stevens creek and as i was getting *** warning on "only" one of the tires. The sales rep *************************** suggested to replace all 4 *** sensors instead of the faulty one for a charge of $1277.10 which i agreed and paid. After i received the vehicle and within 24 hours the *** warning came back. I investigated and found it was the spare tire. So they just moved the bad tyre on the spare. I am now even not sure if they actually installed the new *** sensors at all, as there is no way for me to find it. I called and left them voice message, Sms text message and even spoke to someone there but no one has returned my call. What a scam!!.

  Business response

  01/22/2024

  Hello, 

  We regret to hear about the recent service issue you've encountered. Kindly ***** our service manager the chance to address your TPMS concerns. We acknowledge the frustration that such repairs can bring, and we are committed to resolving this matter collaboratively. Please reach out to our service manager, *************************, at ************* for further assistance. Thank you.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Stevens Creek on 8/14/2023 for Oil Change. I have a coupon for $44.95 they sent to my house. I am a loyal customer in this dealership. I have been using their oil change service ever since I purchased my card in 2012. Every time I go there, the receptionists always honored the coupon I showed them, or they could find na equivalent promotion for me if the coupon date was passed. This time, the receptionist ********************* did not do any effort to find me an equivalent promotion, and use all kinds of excuse to turn down the price of $44.95 they offered in the coupon I received. He was saying that the *** on the coupon was different from my ***. However, they sent the coupon to my home address. I only own 1 Toyota, it is very obvious some error happened to their end, not at my end. He used this as an excuse not to honor the coupon. Besides that. I had waited onsite for more than 2.5 hours just for oil change. I then went to ask receptionist, and then he told me my care have been ready. I have very bad experience on 8/14/2023, and very furious about the bait and switch they played on me. I would like to see Stevens Creek Toyota to adjust the billing and honor future coupons I receive and correct the error at their side not having a correct *** on my record.

  Business response

  09/06/2023

  Dear *****************,
  
  I hope this message finds you well. First and foremost, we sincerely apologize for the disappointing experience you had during your recent visit to Stevens Creek Toyota on 8/14/2023. We deeply value your loyalty as a long-time customer since 2012, and it is disheartening to hear about the issues you encountered during your oil change appointment.
  
  We understand your frustration regarding the coupon you received for the $44.95 oil change, which we have consistently honored for you in the past. We take full responsibility for the mix-up and any inconvenience it may have caused. Your feedback regarding the receptionist's handling of the situation, specifically *************************, has been duly noted, and we will address this matter internally to ensure it doesn't happen again in the future.
  
  Regarding the issue with the Vehicle Identification Number (VIN) discrepancy, we apologize for any confusion. It appears there may have been an error on our end, and we will promptly correct this in our records to ensure such problems do not recur. Your feedback is invaluable in helping us improve our services and avoid any further misunderstandings.
  
  Furthermore, we deeply regret the extended wait time you experienced on the day of your appointment. We understand how frustrating this can be, and we apologize for not meeting our usual standards of efficiency. We will investigate the cause of this delay and take steps to ensure smoother and more timely service for you in the future.
  
  As a token of our appreciation for your loyalty and to make amends for the inconvenience you faced during your recent visit, we would like to offer you a complimentary oil change service during your next visit. We will also honor any future coupons you receive, as we have always done in the past, without any discrepancies.
  
  Your satisfaction is our top priority, and we are committed to providing you with a much-improved experience during your future visits. Please do not hesitate to reach out to us if you have any additional concerns or require further assistance.
  
  Once again, we apologize for the frustration and inconvenience you experienced, and we look forward to the opportunity to regain your trust and continue serving you as a valued customer.
  
  Sincerely,
  
  *********************
  Parts and Service Director
  Stevens Creek Toyota

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a teacher who works hard to ensure students are educated and safe with today's challenges. As an Army Veteran, I'm careful regarding the businesses I spend my money with. I thought Stevens Creek Toyota was that business to install a Catalytic Converter protector - they aren't. I called to make an appointment the young lady took my information, including the service I wanted completed to protect my vehicle. The guy who came out identified himself as the manager; he didn't say that he doesn't like African-American men who have no information regarding the services they're supposed to pay for.I needed to find out about the cost of the shield and the service charge to install the device. I was on time for the 7:30 am appointment and asked why the jerk (supposed) manager, the piece of 'garbage' service representative, didn't know why I was there. He then asked why I was coming in "hot" when I merely stated that I didn't have information on the cost of services as he filled out a form. He was beyond rude and should not be a manager or in any form of customer-facing position. I am happy I didn't buy my car from that dealership, and I would never send a Veteran, teacher, or person of color to Stevens Creek Toyota for anything. You wasted my time and energy - Shame on you and your staff. They are your policies and procedures I followed; figure it out, as you lost the business and an extended warranty contract!

  Business response

  11/07/2023

  
  I understand that this response comes at a delay and was mistakenly missed but believe we have addressed the installation and have completed the repair for you. We hope this was completed with your utmost satisfaction. 
  
  Thank you for your understanding, patience, and the opportunity to address this matter. We are committed to regaining your trust and providing you with the exceptional service you deserve in the future.

  Sincerely,

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

  Parts & Service Director

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car to repair stolen cathartic converter. I informed advisor that you have insurance approval and provided the the claim and contact information (incl direct email and phone number)After about 10 days I called the insurance agent to find out if they received the request for adjustment from the Toyota Stevens Creek service. I was surprised to learn that they did not.Then I had to 'chase' service representative to move the ball forward. I had make multiple calls to **************** and insurance.Then, with help of appraiser I had call AutoZone to locate part that service did not have on -stock and to arrange the adjustment and eventually locate another service shop that would complete the installation of stolen parts.After loosing the trust that Toyota Stevens Creek are interested in my business, I decided to take my car to another shop When I came to pick up my car I was told to pay fees for 'diagnostic' $270 and storage 150$ a day. Now I am hostage of the Toyota Stevens Creek neglects.

  Business response

  11/07/2023

  We sincerely apologize for the delay in responding to your complaint. We want to assure you that the necessary repairs have been completed to the best of our ability and we hope the outcome meets your satisfaction.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a student extended warranty purchased with ***. It stated if not used then the full amount would be refunded. I initially went into the dealership multiple times and kept getting blown off or told I had to come back when a "manager" was on site. Then I was told the company they used went out of business and I had to deal with them which is false. I'm owed my full cost of my extended warranty back as it was never used and I provided all info needed to them but they pushed me out multiple times not allowing me to get anything done. Horrible business tactics and poor customer service. I have all documents along with a direct letter from Toyota member services stating I never used my warranty. I have the warranty member number and as stated Toyota motor co verified this then self but also stated I needed to deal with the local dealership.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/06/08) */ Unfortunately, Dealership will need more information regarding customer. Dealership has no records to identify customer. Contact information and VIN would be required to further investigate customers claim.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing this letter to inform you that the dealership Steven's Creek Toyota service department had done some repair work on the 2016 Scion FR-S. Prior to dropping off the car with some concerning noise it was making, I told the service advisor that the car should have an extended and added warranty with the car when it was purchased from them. Honestly I don't think that they thoroughly checked on it, they quoted me "X" amount for the repairs and it will not be covered under its power terrain warranty. I didn't want to believe them, I tried to explain it to them numerous times to look into it and they have been no help at all. Few days goes by I called Toyota Corporate and shared them my issue with the dealership. After a numerous of phone calls and complaint about them, I was finally transferred to someone that gave me the number to contact Protective asset warranty department. After calling the number the agent was able to pull the records right away. Also we were informed that no one have called them from Stevens Creek Toyota regarding about the car. The dealership has finished with the repairs to the car and asked for payments. We just paid them off out of pocket because we needed the car to get to work. We are now on this situation that we couldn't get reimbursement due to the dealership neglected to contact Protective Asset about the repairs to be covered

  Business response

  06/16/2022

  Business Response /* (1000, 8, 2022/05/12) */ We are aware of the complaint and have been trying to connect with customer to come to resolution.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2018 Toyota 86 to the dealer on 3/23/2022 with oil leak from timing cover. The vehicle has 60 month/60000 mile drive train warranty, so I was expecting to have the repair done under warranty, my car has 50000 miles, 46 months. End of the day on 3/23/2022 *** (service rep) called and said the car is not "leaking enough to warrant repair" and I have to pay $230 for "diagnostic" which I don't remember him mentioning. Called Toyota Brand Engagement Center (case # ************) which told me Customer Relationship Manager from dealership would be reaching out to me. Next day, 3/24/2022,****** (Service Manger) calls me saying my car wasn't leaking enough but they'll do further diagnose to make sure. Later same day****** calls me back with same story "not leaking enough to fix under warranty, everything is documented so Toyota will fix it if it leaks more before warranty runs out or good will fix it if the car is little over warranty". Picked up the car 3/24/2022 after paying $230 for "diagnostic", talked to Toyota Brand Engagement Center which again told me Customer Relationship Manager from dealership would contact me,****** called me day after (3/25/2022) so I'm guessing the dealership does not have a Customer Relationship Manager.

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/03/31) */ Dealer Service Director *********** has been working with the customer concerning issue. ***** is responsible for the Customer Relations Manager. They report directly to *****. According to Toyota's guidelines issue is not covered at this time because the time covering is seeping not leaking. Dealer documented seeping issue. Customer is responsible for the diagnotic fee because issue is not warrantable at this time.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came in yesterday evening Pick one the used truck Everything is good at the end Your guys give the key I can drive home I found out tire lights on Ask him to take care He told to me go to gas station put air in by your self I told to I didn't drive out your place yet you need to take care all the trouble When he came back almost ready to go He only give me one KEY I asked where is the another one He said only has one I told him your guys never motion me only have one key one this vehicle. And If only has one key I will not pick this up and him call Name is DJ which's manager told to me same thing I told to him ok just cut key for me and mail to me And he said left truck right here come back on Wednesday At that point he already knew I am not living in here I have to drive 3 hours I asked him did you paid me I am drive back? He said who gone be paid you i said no if your guys can't work out I won't pick this truck. I walked in to the door He SAID. **** YOU That's your guys how to treat the customer After*****************. He drop the SECOND KEY That's what happened I wasted my whole ******* evening deal with your guys Finally your guys give **********************

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/03/31) */ We have reviewed the consumer complaint. Complaint is not valid since Consumer did not purchase a vehicle from us.

*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. ↩