ComplaintsforNewark Toyota World

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm originally from DE and moved to IL in 2019. We returned to DE via car for Thanksgiving and I decided to have the car serviced in DE on Tuesday 11/29 before returning to IL. The total for service was $910.39, which included 4 new tires. The car was returned missing 2 of the 4 hubcaps. When I pointed this out to the service rep. (Mr. J. Law), along with the approx. cost of 2 hubcaps, he called his manager (Mr. D. McKie). According to Mr. Law, Mr. McKie agreed to reimburse me for the cost of the missing hubcaps, and to give him a call the next day as well as send the receipt. I sent an email with the receipt from Amazon via email and gave him a call. My call was not returned, nor did I receive a reply to my email. I let two more days go by with no response, before I decided to go in-person to speak with Mr. McKie because we were leaving on Friday 12/3. When I arrived at Toyota World, I asked to speak with a manager and was told, "that all the managers are in a training seminar". The assistant verified my address and I was told that I would receive a check in the mail for the missing hubcaps. I asked if it would be easier to just credit my credit card now. She mentioned that it was policy to send a check and I was okay with that. She also inquired why I was still here (in DE), "And they thought I moved?"... This comment made me more suspicious that I was being "blown-off". However, I thought I would just let their process happen. It has been ~ 3 weeks since my service and since I spoke to anyone at Toyota World. If a check was coming, I would imagine it would have come by now. I sincerely believe their plan is to ignore this issue because I'm in IL... As a past customer and over $900 worth of work done that evening, this issue could have been solved with a ~$30 discount/credit on the spot. This is a waste of everyone's time and shows a blatant disregard for customer service. I would like at least the cost of the hubcaps plus tax ($29.90) and an apology.

  Business response

  12/29/2021

  Customer/Plaintiff was left messages on the the number provided in the the case which is not his contact number, however the number provided was the plaintiff mother phone number which she was spoken too on 12/29 2021 and she provided the correct phone number for the plaintiff. The plaintiff was left a message on 12/29/2021 to return the call to the service or parts manager to resolve the matter of wheel covers falling off vehicle after service visit at Newark Toyota World. Customer/Plantif was left a second message indicating a secure link was sent to the email provided by the plaintiff to submit credit card information in order for the dealership to refund the customer the amount provided by the plaintiff for reimbursement.As of end of day 12/29/2021 plaintiff had not responded to link sent requesting info to complete reimbursement.

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