ComplaintsforToyota of Wallingford

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called on 8/10 stating I would like to cancel my preorder. From there I had been ignored and hung up on when asking for my deposit. This is a completely refundable deposit and should not be held hostage because of sales reps being discontent with a lost sale. I called on 8/11 and was again deferred and told no one could help me. It is now 8/17 and my sales rep who was previously on vacation is now suddenly on another vacation and unreachable. The level of sheer negligence is unaceptable and I can not recommend a dealership who does this practice. I would like my deposit of $3000 returned in full as stated by the sales rep, it is refundable in full.

  Business response

  08/19/2023

  This issue has been resolved and the customer has been refunded. The customers sales person has been out of the country for most of August, that was the main breakdown in communication.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle on 10/01. Vehicle has two wheel bearings and an occupancy sensor that need to be replaced. When brought to the dealer that I purchased the vehicle from i was told that i have to bring the vehicle to an ******** Dealer and that it would be covered under the Toyota * ****. Dealer called to verify authorization to get the repairs done. Toyota of Wallingford does not want to pay repairs even though there is a 60 day or 3000 mile warranty on the vehicle. Multiple contacts have been made with the dealer and even with the Toyota Corporation and no one is taking accountability. On top of this a pay off was supposed to be made to **** ********* for a vehicle trade in and as of 10/27/2022 the pay off has not been made. **** ********* would like to know the check number, amount and the date the check was sent along with the address and Toyota of Wallingford does not want to provide the information and they are just telling me that it was paid, when **** still has not received the money. Multiple contacts with Toyota of Wallingford made and they are evading responsibility of the whole situation.

  Business response

  02/16/2023

  We corrected the wheel bearing issue in early November when we were able to recreate the problem. The occupancy sensors were replaced at ***** ******** and paid for by us. This was the largest delay as when ******** was replacing said sensors, they shorted out the airbag seat track sensor. The customer's trade-in was paid off on 10/26. I do have a check dated for reference, if needed, it is not uncommon for a dealer to take a few weeks to pay off a vehicle, as the accounting office must first break down the deal and process everything.

   

  We have been in very steady contact with this customer throughout this process. The most recent correspondence was on 2/14/23

  Please let me know if you need any further information!

  Thanks,

  CJ M******| Internet Sales Manager   

  Customer response

  02/22/2023

  
  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,
  
  ********* *********

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a 2022 ****** ***** ***** ****** from Toyota of Wallingford on June 20, 2022. We live in **. Initially we planned to finance a portion (~$20k) through our bank. However, due to the dealer sending incorrect paperwork, we weren't able to get this processed in time to be able to drive the vehicle off the lot when we were scheduled to pick it up in **. As a result, we opted to go with financing through the dealer for the faster/easier transaction. One week later, I noticed that the **** loan was ALSO processed, meaning we had 2 loans for the same car. It took us almost 2 weeks of calling back and forth to the dealer to get them to return the funds to **** and resolve that issue. Our bill for our first loan payment through the dealer did not arrive (which is supposed to be with **** ** ******* and was supposed to be due in August). My husband ******* called the dealer and **** ** ******* and they were not able to find a record of the loan. We do have signed paperwork for the purchase of the vehicle from the dealer with loan terms stated. The dealer has been unresponsive to our calls (Dan, the finance manager, as well as CJ, the acting general manager). When I finally did get in touch with someone, they told me there was an error in applying for the title so the loan was not funded. (We signed paperwork authorizing Dan to apply for title in ** on our behalf). We later found out from the bank that the loan was not funded because they never applied for the title. The dealer then sent us a new back-dated contract. We said we would not sign until we had proof in writing that the terms of our loan had not changed and that we would not be charged a late payment fee. They refused to provide this. We consulted a lawyer and eventually signed the contract but put the actual date of our signing and sent our first month's payment. Our payment has not been cashed by the bank, who reports it has not been sent yet by the dealership. I think they are scamming us.

  Business response

  04/04/2023

   

  Regarding this complaint, this issue was resolved completely. The main issue was a breakdown in communication from **** ** *******. We were being told one thing from our Local rep and then hearing a different story from The customer service rep that Ms. ****** was speaking with. In the end, **** ** ******* required a re-signed/updated contract and the customer was not considered late on any payments.

   

  Thanks,

   

  CJ M******| Internet Sales Manager   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 12th, 2022, I purchased a certified used vehicle from Toyota of Wallingford. I put a $4,000 cash deposit on the vehicle and entered into a 6 year financial agreement. Unbeknownst to me, after reviewing the purchase order I was enrolled in a certified platinum vehicle service agreement without my knowing at the cost of $1810 and also gap insurance at the cost of $895. The finance representative was not truthful or did he explain the cost of the platinum service agreement nor did he explain that there were cheaper alternatives. After learning about this, before picking up the car on the 15th of February, I spoke to the head financial manager in attempt to resolve this. Mr Sohail B*** stated that the original purchase order cannot be changed and that the financial institution already approved of the car note. Therefore he would reimburse us the cost of the service agreement and the cost of the gap insurance, which is $2,705 prior to taking the car home. A ****** ********* services cancellation request was completed and Mr B*** stated that the dealership would right a check to the financial institution decreases the total note by said amount. Mr B*** stated that he would give us a copy of the check given to ****** ********* as proof, but this has not happened yet and the first payment is due at the end of the month. Ive tried on numerous occasions to get in contact with Mr B*** from Toyota of Wallingford, however I feel that my request has fallen upon deaf ears.

  Business response

  04/27/2022

  Mr. ******* purchased a vehicle on 02/12/22 and was offered warranty products during the delivery process. At that time Mr. ******* had selected coverage and also declined other coverages which I have provided what we call a menu selection so the customer may see the options of coverages they selected and make sure they understand the products they purchased. Mr. ******* agreed and had signed the acknowledgment of said coverages along with the explanation of the cost of them as well.

  Approximately 2 days later, Mr. ******* had contacted the dealership regarding his concern about the products he had purchased and change his mind on the coverages. It was explained at that time, because we do electronic contracts this delivery was already accepted by ****** ***** ****** ****. and we couldn’t change the documentation. Mr. ******* had submitted a cancellation request which was placed indirectly with a couple of cancellations that were waiting for information from other customers, there was no ill will intent regarding this customer concerns and every customers concern are taken to heart here at WOW Toyota of Wallingford. I have made sure that the cancellation of the purchased products was indeed cancelled for the full purchase price and the refund was sent directly to lender from the product company, as seen on the attached cancellation request provided.

  On behalf of Mr. ****, we appreciate you bringing this concern to our attention and welcome any and all feedback from our customers as every customer is important to our success.

   

  Thank you for your time, patience and understanding.

   

  Respectfully,

   

  Steve ****

  President

  Customer response

  05/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

   

  As of today 5/1/2022 no payment has been made to ****** ********* for reimbursement for the two products I’m disputing. The total loan amount has not changed from 19446.05 to date so therefore I have not been made whole as of yet!

   

  Business response

  05/12/2022

  The documents submitted from the original claim were printed directly from ****** ******** and the funds once on there submission schedule typically towards the end of the month will then be disbursed accordingly. As we stated previously, we made every effort to cancel the products that were purchased and the cancellation was indeed received and noted. It was also stated that the funds will be directly sent to Toyota. Although the warranty company is a Toyota product they are 2 separate entity's so it isn't automatically just received. We will contact our Toyota representative and see when the funding will take place if it hasn't happened already.

  Thank you for your time and patience regarding this matter.

  Sincerely,

   

  Victoria K*****

  Controller

  Toyota of Wallingford  

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