ComplaintsforPueblo Toyota

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Pueblo Toyota on 12/29/23. I purchased gap insurance and theft protection insurance. I purchased all warranties and service products they had to offer at the time of purchasing my vehicle. This included tire protection and when my tires needed replacement I was told they didn't cover that and I had to go and spend $900 out of my own pocket to cover tires on my car. On January 17th 2024 my car was stolen it was recovered by the Pueblo police department on 2/5/24 and deemed a total loss by my insurance company they paid their part of the claim in March of 2024. March 27th 2024 I went to Toyota to cancel all the warranty products and requested gap and theft protection insurance claims be started. I was told it could take up to 8 weeks to be cancelled and processed. After 8 weeks of contacting Toyota and being ignored I was finally told whoops we forgot to cancel something it's going to be another 8 weeks before we process anything. I have contacted the sales manager as well as the finance manager and the general manager and no one will return an email or phone call. I have paperwork with employees signatures showing I requested product cancellation. My car payment is now delinquent and affecting my credit. I have no car. I have not been paid out for any product I purchased and I need a immediate resolution as I was promised at the time of purchase if anything happened I would be completely covered. Pueblo Toyota received a $46000 payment from my credit union for the car in Dec 2023 and now I sit here suffering because they are not doing everything that was promised at the time I purchased this vehicle.

  Business response

  07/12/2024

  Contacted customer let them know check were sent out on 7/9/2024  , 7/12/2024 . Will now help customer with GAP and Theft claim.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/25/24 we submitted a cancellation/refund for an extended warranty for a vehicle we had traded in. The paperwork was sent to ************************* who literally did nothing further to get the refund submitted. We have called and emailed the dealership several times and copied the *** director finance, and the ** person for the dealership to no avail. The dealership legally owes close to the total amount of the extended warranty due to the brief use and very limited miles put on the vehicle prior to the trade in.

  Business response

  07/01/2024

  Spoke with customer this morning and will maintain communication with cancelation which is typically about 6 - 8 weeks

  Customer response

  07/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:Hello, this is regarding complaint #********. The paperwork was submitted (and can be verified with docusign) 0n 4/25. They keep saying 6-8 weeks for the refund. It has now been 72 days (7/6) since the request was submitted and they are now well beyond the 8 week window. I did not have time to reply to the email in time as I did not realize it was only 3 days to respond.
  Sincerely,
  
  *****************************

  Business response

  07/15/2024

  We have resolved the issue. A check in the amount of $2757.81 has been mailed to customer.

   

  ********************;

  Finance Director

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

  Customer response

  07/17/2024

   
  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.

  After waiting 11 weeks, they have finally sent the refund.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 toyota 4runner was having starting issues so I contacted toyota service center because my 4runner is under warranty and was instructed to get the vehicle towed to them and I would be reimbursed the tow bill which I was not reimbursed by them. My 4runner starting system was checked even tho we asked 4 the fuel system to be checked. They decided there was no issues with the starting system and wanted to pull it out and call it good but it did not start for them. So they looked at it and saw I have a aftermarket remote start syst installed and said that was my issue which I did not believe because it has been installed for over 3 yrs. They did not want to look at anything else. Anyway they advised us to unhook ***** start and see if issue goes away and they charged $70 for that day. So I did and issue was stll there took it right back to toyota they kept it 4 3 days and said there was no issues with it and it started every time. So they told us to go back it up. Well we picked it it up made a few stops and not even an hr after having it we got stranded at the gas station in the cold because it would not start for about 30 min. Finally got it started and took it right back to toyta. Even tho my vehicle is under warranty because I paid for the extended warrnty, toyota is saying that i should be responsible for labor on the dash tear out because they say it's my ecu or ecm. I've been told it starts every time for them, there is no dash lights or codes on so I don't see how all of a sudden they say it's my ecu when they previous times they couldn't figure it out. My cars has been in and out of toyotas hands for over 3 weeks. I've paid $150 and have been told I will be responsible for a 12hr dash tear out job to inspect my ecu even tho it's under bumper to bumper warranty. ************** has been rude with this handling and customer service. I'd like to be refunded they $80 tow bill as promised, the $70 miss diagnostic fee, and I should not be charged for warranty work

  Business response

  03/08/2023

  First off sorry for the confusion. Our service department is working to determine the problem and has since removed the after market device installed on the 4runner so as to determine if that is the source of the problem. We will continue to work closely to with the consumer to correct and solve the issue.

  If you require any further information please let us know.

   

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

*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. ↩