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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Finance contract linked with tied selling. After several verbal rejections of optional packages on a car I financed through their lender in April 24, 2024, they still included into the contract and told me I couldn't purchase the vehicle without those options included. Added an additional $5,000 charge to the principal amount of the loan.Business response
06/06/2024
Hello, please contact Guest Relations Manager *************************** by email ************************ or phone **************. We will do our best to resolve your concerns.Customer response
06/08/2024
Complaint: 21810285
I regret to inform you that I am unable to accept this response. Despite my attempts to contact the individual who reached out to me regarding my complaint, my phone calls have gone unanswered.
Sincerely,
***********************
Business response
06/10/2024
Hello, in order to resolve this issue we will contact you directly. *************************** our Guest Relations Manager just called and left you a message. Please return her call so we can help you with this.Initial Complaint
05/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This dealership is using my personal information for customer accounts that are not mine. Twice in the past six months I have received physical mail and emails related to car purchases that I did not make and belong to other customers. In February 2023 I received physical mail and emails related to the purchase of a Rav4, which I did not make. These mailpieces included contract and warranty information, as well as PII related to the actual customer (name, social security) who made this purchase. I contacted DCH Torrance to inform them of this mistake and request my information be deleted from their records, which they confirmed.In May 2023, I received emails related to a different customer. The email was addressed to the customer (different than myself, different from the Feb 2023 customer). Once again, I have contacted DCH Torrance to delete my contact information. I am concerned with how my PII is being used by this dealership and being associated with other customers multiple times.Business response
05/10/2023
Hello, I have requested to remove the customer's address from our data base. We apologize for any inconvenience. Also, should any further incident occur, please email me your questions or concerns including screen shots of the matter. My direct email address is *********************************
Thank you.
Customer response
05/19/2023
Complaint: 20036098
I am rejecting this response because:This response is insufficient and I do not consider this matter resolved. The response provided does not address:
1. How my PII came to be associated with another customer's records on two separate occasions in the last 3 months
2. What controls or processes have been established to ensure that this does not occur again in the future. Simply "deleting the email from [your] database" fails to establish any safeguards over my or any other customer's PII.
Sincerely,
*****************Business response
05/22/2023
Hello, we are sorry that you are not satisfied with your concern. I can assure you that we have taken every possible steps to safe guard your information. At this time, there is nothing further to be done. This matter is closed on our end.Customer response
05/30/2023
Complaint: 20036098
I am rejecting this response because:It's unfortunate that you feel it is appropriate to ignore the issue and show little interest for the safeguard of your customer (and potential customer's) personally identifiable information. The response you provide is unsatisfactory because it is the same response that your staff provided when I called DCH Torrance when the issue occured the first time in February 2023. Clearly those steps taken then did not resolve the issue, so it is unclear why I should feel assured that this time will be any different. The lack of accountability and general disinterest you are showing in resolving the matter is disappointing.
As mentioned in my previous response, I will consider this complaint resolved if provided with:
1/ An understanding of how your dealership / staff associated my PII with two separate customer records on two separate oaccasions (Feb 2023 and May 2023).
2/ Details on new processes / controls established to safeguard mine and other customer's PII in the future
Sincerely,
*****************Initial Complaint
03/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was supposed to be finished on the 3rd. It had two tires that had nails and needed to be replaced or patched. I had told them that one of the tires had been patched before so they knew right then and there it needed to be replaced bec they told me a tire can only be patched once. So they don't try to order the new tire until 530pm when their parts **** was already closed. My appt was at 2pm. They could've and should've requested the tire at 2-3pm. Because of their negligence, I could not drive that night and earn money and it cost me $500 I want to be compensated for. To make matters worse, when I went to pick up my car today, they tried to charge me for a patch on the replaced tire.....wtf. I have multiple calls into the ** ******* (they don't even know his last name) and he will not return calls.Business response
03/06/2023
Unfortunate situation to have two tires with punctures. As for the delay, there can be 1.5-to-2.5-hour window due to unforeseen circumstances. Looks like tech repaired tire that had not previously been patched first. Due to delay, customer was offered loaner. Customer was also informed that spare could be mounted to get him back on the road as his 4runner has a full-size spare. He declined. I spoke to customer on the day he picked up his vehicle. He again stated his frustration, which I mentioned option of full-size tire, he again stated to me that he did not want to drive on his spare. Due to his frustration and delay, I waived the labor for tire replacement. That wasn't enough. Delay or inconvenience is not compensated yet we do offer some type of goodwill gesture to make customer whole. Customer contacted me after leaving stating he was still upset, upon speaking with guest, I offered an additional $100.00 credit towards future repairs. He declined stating he wanted a full refund. He threatened to contacted BBB, Yelp and as many other social media outlets if he didn't get a full refund. At this point, the $100.00 offer is off the table.Initial Complaint
12/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
DCH Toyota involved in fraud. Deceptive 1950's style car rip-off scam. Salesperson/Finance California DMV salesperson number S647511 *** *************** Alias names, *****************, K *** fraudulently used fake names. Dealer personal involved in pre-meditated fraud. Hiding vehicle salesperson licenses from consumers making fraud unpunishable.Business response
03/15/2023
Hello, there has been a recent change in management. Please accept my apologies if we we didn't respond to your concerns. It may be too late, but we are willing to look into this and assist if possible. Thank you.Initial Complaint
10/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Toyota of Torrance committed fraud using my personal information for someone else to purchase a vehicle. I strongly feel it was fraud because dealers are always so stringent about the information people present to them for credit approval. Someone within the dealer helped the people looking to purchase a car buy the car under my name which is very similar but different address .Business response
12/13/2022
Dealership informed ********************** that in order to remove inquiry dllr needed a signed letter stating that he did not give consent to run credit. Dealership General Manager *********************** spoke to ********************* and advised letter was needed in order to proceed. ********************* refused to cooperate. Customer relations sent out letter ********* with return envelope and nothing was ever received.Initial Complaint
05/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a luxury car ****** ****** from this *************** ************* ********* ********** in August of last yr. Today, I had to pay over **** to have brakes, rotors and shims replaced because they sold a car that didn't have factory parts on the car, but cheap non factory instead and in turn caused major damages to my car that I have only had 9 months. I called to speak with the ** of sales, ***** ****** yesterday and was told that he wasn't in and would be today. ****** this am and told by ***** ********* his secretary, that he's on vacation for 2 ****** Not sure why she didn't mention that yesterday after saying he'd be in today, but that she would have the sales *** that is there call me this morning. ****** never did. This place is very ************** and ************** No one has spoken to me or even tried to resolve this issue. I shouldn't have to come out of pocket ******* to replace all that I have due to ********** and *********** In this short length of time, tells me, the car was sold with parts that it never should have been sold with. It's obvious this dealership doesn't pride themselves in character nor ********** I've been **** to for 2 days as well as taken advantage of. Extremely *************Business response
03/01/2023
Hello, there has been a recent change in management as of 2/1/2023. Please accept my apologies if your concerns have not been addressed. It may be too late but we will assist if possible.Customer response
03/02/2023
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.
Sincerely,
*****************************
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Customer Complaints Summary
10 total complaints in the last 3 years.
2 complaints closed in the last 12 months.