ComplaintsforRivertown Toyota

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Toyota * ****** in the service department and requested a 55,000 mile premium service. I also requested that all of my tires be replaced with the same tires that I currently had. When I usually pick up my vehicle I get a print out of all the specs. This time the service technician stated that the computer was down so he didn't have a print out. Upon receiving my vehicle and looking at it when I went home I noticed that the tires were a completely different cheaper tire. I also noticed that no service had been done on my vehicle. The "Needs Maintenance" light was on. The sticker in the windshield still read "Next service due at 55,000 miles." I called the service department 3 separate times in which I was put on hold then disconnected or sent to a voicemail with no return call. This is the 3rd time since I bought this vehicle from this company that no service was performed after I paid for it.

  Business response

  07/29/2024

  Subject: Response to Your Service Complaint
  
  Dear ******,
  
  Thank you for bringing your concerns to our attention regarding your recent service experience at our dealership. We sincerely apologize for the inconvenience and frustration you've experienced with your Toyota ******* service visit.
  
  We value your feedback and are committed to resolving this issue for you. Below are the key points we would like to address:
  
  1. **Tire Replacement**: We understand the importance of receiving the correct tires as per your request. We apologize for the oversight in substituting the tires with different ones. This is not the level of service we aim to provide, and we will conduct an investigation to understand how this happened.
  
  2. **Service Completion**: It is unacceptable that you left with the "Needs Maintenance" light still activated and with no updates on your vehicle's service status. Immediately following your complaint, we will review your service records to verify what was completed and to hold our team accountable for any mistakes made during your visit.
  
  3. **Communication Issues**: We regret that your attempts to reach the service department went unanswered. We understand how frustrating it is to feel ignored, and we are currently addressing this issue with our service team to ensure that this does not happen in the future.
  
  *. **Previous Experiences**: We deeply regret that this has occurred multiple times since your purchase. Please know that we take your concerns seriously, and we want to rectify this ongoing issue and restore your faith in our services.
  
  To make things right, I would like to invite you back to the dealership at your earliest convenience to discuss your experience and ensure that the correct services are performed on your vehicle, including the proper tire replacement. We will ensure you receive a detailed printout of the services performed.
  
  Please contact me directly at ************* or ************************ so we can arrange a time for your visit. We appreciate your understanding and patience as we work to resolve these issues.
  
  Thank you for being a valued customer, and we look forward to making this right.
  
  Best regards,
  
  Winford L**  
  General Sales Manager
  RiverTown Toyota 
  ***** ********

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2020 **** from Obi at this dealership around ******* *** 2022. We were explicitly told by Obi, multiple times, that someone would call us after the purchase of our car to schedule a time that the dents and scratches would be fixed, as this was a used car and the fix was part of the warranty. We were also told that the dealer warranty of 3 years 36k miles and 10 year 100k mile warranty would be transferred over on our military PCS move. We asked Obi multiple times if the warranty would be covered where we were moving to, and he said “yes” repeatedly every time. Around 2 weeks later, we still had not heard from anyone to fix the car. We called every hour and every day with no one answering the phone. We eventually drove into the dealership where they put up a fight about fixing the scratches and dents on the car, where we also found out Obi, who promised they would be fixed and gave us the information, did not file the paperwork to have the car fixed, even though there was verbal agreement that it would be fixed. We were able to have them take in the car to fix one set of scratches and dents and they missed the other set that had also needed to be fixed. We had to PCS shortly after this and the warranties are voided and cannot be used where we have PCS’d, and the dents and scratches that had been verbally agreed to be fixed have still not been fixed. Every call after to try to figure out the dents and scratches getting fixed have led us to voicemail, dead ends, and no returned calls. I feel as if we were discriminated against, and that we had bought this car under false pretenses. It was because of this warranty that convinced us to buy the car, and now we have no warranty and scratches and dents still on the car.

  Business response

  07/10/2023

  I have attached the purchase order and accessories due form signed by the customer. There was not an extended service contract purchased with the vehicle. With that being said it was a Toyota Certified Used Vehicle. That means it comes with 12-month/12,000-mile Limited Warranty and 7-year/100,000-mile Limited Powertrain Warranty. This warranty does not apply to any repairs performed outside the continental United States of America or Canada. 

   

  I have also attached a copy of the Toyota Certified Used Vehicle Warranty supplement. If I can be of anymore assistance, please let me know. 

   

  Chris B*******

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your salesman repeatedly explained how the warranty would be valid in ******. It wasn’t until AFTER the papers were signed that it was disclosed that it would not be valid. We were also told that the scratches and dents on the car would be fixed. The form was supposed to be filled out and instead we were taken advantage of and the form not filled out and us discovering what the form meant AFTER the papers were signed. We feel discriminated against because your salesman knew of the time constraints we had to buy a car before we moved and told us everything would work out before we moved. I don’t think that a salesman should tell us that “someone will call you within the next few days to get the car fixed”  if it won’t ever get fixed, no one called us about it  and no calls will be ever be returned. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2022 ***** from them in ****** and have begun to have issues 1st it was the doors not auto locking, volume not working, the auto locking again. They asked that I make an appointment to repair the auto lock & car was dropped off at 7;15 , no one calls to say if car ready I called & to find out it wasn’t even touched because they we’re backed up. What’s the point of them making an appointment & if they were backed up why wasn’t I notified. Spoke with a rude Jennifer wing the service manager who told me I can leave my car which would leave me stranded or they’ll let me know when they’ll get to it it. Spoke with the rude GM Mr B******* who asked will I ever let him speak, those people never offered to repair my car, no apology & this car is still under warranty. I’ve never been treated with such disrespect. I felt as though I was discriminated against.

  Business response

  03/30/2023

  I do apologies for the lack of communication with Mrs. *******. It was myself Chris B******* General Manager that Mrs. ******* reached out to with her frustrations. I listened to what she had to tell me as I always want anyone with a problem or a complaint to tell me their entire view of what happened or didn't happen. Once Mrs. ******* was finished I the started to talk and immediately Mrs. ******* starting talking over me at that time I just told Mrs. ******* that if she keeps talking over me that we would not be able to have a conversation. At that point she hung the phone up on me.  I understand her frustration and I never meant any disrespect.  If there is anything I can do to rectify the situation I will be happy to assist.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2019 **** ****** on Thursday ********. By Saturday ******** my check engine light came on and the coolant over temperature warning came on. So I took it back to the dealership to be looked at. I even provided them with a photo of the lights. After about 30 minutes of people running around to see if I can even get my car looked at they advised me they need to keep my vehicle until Monday ******* and provided me with a rental. Monday I came back up there after work to be told the service department doesn’t work on Mondays and my car hadn’t been looked at. Tuesday I called up there and the right hand doesn’t know what the left hand is doing. I finally get a hold of a Michelle and was told they don’t see the lights coming on. So I asked did you turn the air on did you drive it, I was told they let the car run *** a while but will go back and and check those things. Now come Wednesday I called and they indicated they saw the light and it was being worked on. At this point I’m overly frustrated because of the lack of communication. And just fell like my concerns are not being addressed. Thursday ******** morning Michelle called stated they had to order a part and it’ll be ready Friday. Well Michelle called again Thursday and told me my vehicle was ready. I voiced my concerns and the manager ****** ****r gave me his card as a point of contact. I picked my car up and it seemed to have been repaired. But come Saturday the same lights came on and now my temperature gauge was floating up and down from hot to cool. I went home and parked it… later that day when I left again after driving a few minutes the lights came on again. But to late to take back to the dealership. So Sunday I get up to run errands and the lights and temperature gauge floating started again. The Service department is closed on Sunday and Mondays. But Monday ******* I called the ****** ***** (manager) 1st thing when they opened at 9 am to advise my car is still having the same issues and he replied he will have someone look at it but he’s about to go in a meeting. Which I understand that but I felt very brushed off especially as he did not ask *** any of my information and or refer me to someone to take my information down or say okay bring the car back in. At this point my car is not repaired and feel like I’m about to get the run around again. I haven’t had my car 2 weeks and I feel like I was sold a car that was not serviced before putting on the lot *** sale.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle on *******. I spoke with the sales person and sales manager and was assured the car was pristine and showroom ready. My wife and I drove 2 hours to pick up the car. The night before I requested the car be in a covered area so we could inspect it since it was going to be raining. The car was not covered and it was wet so I was not able to inspect everything and notice the issues found after delivery. The following are the items I would like addressed: * Rock chips – Numerous rock chips on the front bumper and hood * Window seal – Leak in the window seal of the rear passenger window * Tail light – Passenger tail light has a leak and is holding water * Wheels – All four wheels (not tires) are in bad condition, appear to have been repainted with overspray on some areas and peeling on other areas *Wheel Lug Cover – One wheel missing 5 wheel lug covers * Rear Bumper/Hatch – 2 deep scratches on the rear bumper and hatch I've been having a hard time getting a call back from the dealership. Below is the timeline of communications: • Sent e-mail to sales person with concerns on ******* • Received an e-mail instructing to contact sales manager on ****** • Received a message from the sales manager on ****** @ 7:34 PM • Called and left message for sales manager on ****** @ 9:19 AM and 12:27 PM • Called and left message for sales manager on *** @ 11:45 AM • Sent e-mail to sales person asking him to follow-up with sales manager about returning my messages on ****** • Sent e-mail to general manager asking for assistance on *** • Left a VM and sent e-mail to general manager asking for assistance on *** Please see attached PDF of the e-mail sent to the dealership.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In august 2021 I was in an accident My vehicle was taken to this location for repair most of the work was done but one part was not place on my vehicle and the insurance and myself has already paid them. I had to call them several time to see if the part was in. They finally got the part but still had not put it on my vehicle. I've been going back and forth with them to get the part put on with no luck. I've even reached out to the insurance company. Both keep saying I'll call you back but I have not gotten a call until this day it's been almost a year with no repair completed to my vehicle

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/08) */ **************************************************************************************************************** the customers insurance company was ********* insurance. It took 7 months for the exhaust (parts) to come in. We reached out to the customer in February 2022 to let her know the parts are here. She told us very busy taking ******************* and very limited on time she can bring vehicle in. We want to get this repair complete. We left a voicemail with customer 07/***22 Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not contact me I contacted them several times before they finally told me the part was in. Also it was the business that kept saying they could not repair in one day they would need to keep overnight. On 7/**/** I finally got my vehicle repaired after waiting for almost a year

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 Toyota ******* in 2020. This year around *** 2022 I experienced my air conditioner blowing hot air instead of cool. I immediately scheduled an appointment at Rivertown Toyota as soon as I noticed the issues that I began experiencing in regards to my air conditioner. I was informed by an employee named Preston at Rivertown Toyota that I would need to replace my air conditioner compressor. I informed my insurance company which is *****. My insurance covered half of the expense for the replacement and install of my air conditioner condenser. I paid $500 deductible fee to go towards the expense as well. Everything ended up getting fixed I left my car with Rivertown Toyota for about two days. After about 3 weeks after my car being repaired on I began to notice similar problems in regards to my air conditioning. I brought the car back to the facility and they stated that I had the same exact issue going on with my air conditioner condenser. I spoke with a mechanic to see how this issue can be prevented. He took me to where my car was and explained to me that the design/ make of the grill is a honey comb style. Which has large openings that allow for objects to come through those openings and damage my air conditioner condenser. He suggested that there is nothing that he could do. He also stated that I could cut a piece of a screen door to cover the grill space to prevent further objects from entering. I believe that the design/ makeup of the grill has openings all through out it that are entirely too large. I do not drive on dirt roads and can not help that rocks are able to enter through the grill. Which I should not be held responsible for. This Is seems to be an unpreventable issue that will continue to happen due to the design of the grill.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/24) */ **************************************************************************************************************** So yes the customer had damage to her vehicle caused by outside influences twice. Her insurance paid the first time , not sure what is going on between the customer and her insurance company currently. I do know her insurance company has authorized her being in a rental car.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over two years ago your dealership provided me with the attached warranty as a result of the customer service experience described in the below paragraph. I went to use it and ******** ******** Company stated that Rivertown Toyota had purchased the warranty on ** February and was canceled on ** March 2019. I have called your finance department and they are looking into this matter. Unfortunately, I have a car repair and need the warranty and it does not exist. I want the Dealer to reinstate the attached Warranty. I was sold a ****** ***** ** ****** Friday ** February 2019. I was told that the car would be delivered 24-48 hours, which would be Sunday ** February 2019. The car was still not delivered by late Monday night( ** February), the car would not be ready till the middle of the day on ** February (96 hours later). I negotiated with the salesmen to get a rental car. The dealership was able to secure me a car so I could go to work on Tuesday morning. After work on the ***** I would return the rental car to pick up my ****** After arriving, the ***** was still ready, as the dealership in Savanah had already tagged this vehicle prior to being sold to ********. After waiting for a period, the salesman was able to get a dealer tag for me to drive to work today. When I got home last night, I realized the car had tint, which I assume is well below the legal limit - furthermore, kids' books and drawings were located in the back seat and the trunk. Even more, concerning was the car was supposed to be delivered with 250 miles; however, the odometer read 750. I am under the impression you sold me a car that has been previously sold. To add insult to injury, after my business trip on Friday instead of going home to my family, I must come by the dealership for the third time to get my tag. That is assuming the tag is ready.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/01/10) */ As far as Mr. ******** case his extended service contract was cancelled by mistake , I reached out to the warranty company and had it re-instated. I followed up with Mr. ******** on Saturday the *** and all was good as he was able to use his service contract and get his vehicle repaired.

*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. ↩