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Complaint Details
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Initial Complaint
07/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company is falsely inflating shipping charges. Their shipping website states that all in stock orders ship within 24 hours. They offer expedited shipping and their shipping website states that this will ship at a higher shipping speed via a carrier. The mirror I bought did ship within 24 hours, however they shipped it the slowest shipping speed possible. They shipped via **** FIRST CLASS MAIL. This was not what I paid for, they overcharged me for shipping and took the extra money they should have used to upgrade the package to priority or overnight and kept it as profit. First class mail only costs about **** to ship that products, so they stole ***** from me because they did not ship the item via priority or faster... Nowhere on their shipping website does it say that they extra costs is for processing (because all in stock packages ship within 24 hours and this is standard), they indicate on their website the extra shipping costs have to do with the extra cost of shipping the item...I want a refund for the extra shipping costs they kept despite shipping my item FIRST CLASS MAIL. DON'T TAKE CUSTOMER'S MONEY FOR FASTER SHIPPING AND THEN SHIP THE SLOWEST METHOD AND KEEP THE EXTRA SHIPIPNG MONEY THEY PAID AS PROFIT!!! If this company is doing this to me, imagine how much money they are making off all their other shipments. ( and btw they used free ************* so don't tell me that the packaging costs you money)Customer response
07/19/2022
Hi,
The complaint is against Elmhurst Toyota- Address 440 ********* Elmhurst, ** 60126-1511. The dealership's parts department is the company who sold me the mirror. You can pick up the part direct from the dealership or have them mail it to you.
The dealership while the sell cars they sell parts and they are the one who processed my payment.
Please let me know if further clarification is needed.
Business response
07/20/2022
Dear BBB account representative,
In response to ID# ********, ********************** complaint is not clear. Our parts department does sell parts, we did sell her a mirror, she could have picked up the part or have it shipped, and our dealership sell cars and part all of this is true, just not sure what she is complaining about.
******************** has complained in the past of shipping cost and with the documents she provided I would assume that would be her complaint? A complaint we have already addressed with *******************. The Shipping fee she was charged is more than just the postage to send the package from Elmhurst, ******** to ******* Park, ************. Our shipping fee includes the box to ship part, the packing to make sure it is received without damage, and the time for an employee to ************* from inventory, package the part, print the shipping label, have a second employee double check to make sure the correct part is going to the correct customer, and includes the postage or mailing fee the post office, USP or ******
******************** was aware of the shipping costs at time of purchase and agreed to those charges by placing the order. Only after she received the part, did she complain about the cost for expedited shipping. We provided a part and shipping cost as invoiced, and ******************** placed the order. No further assistance will be offered to her.
Best,
*************************
Parts and Service Director
Elmhurst ToyotaCustomer response
07/20/2022
Complaint: 17587133
I am rejecting this response because: Elmhurst Toyota still has not addressed why they shipped the item First class mail (slowest mail available) instead of priority mail which should be the option I paid for. Cost to package the item should be minimal and this is based off the attached screenshot that shows economy shipping (slowest mail available that they used) is around ****. Therefore there is no way that the cost of labor and packaging is over *****. Remember all in stock items ship within 24 hour so I did not pay for labor to have someone move faster to ship the item.I would have no problem with this company if they actually shipped the item priority mail like i paid for. The company needs to address why the item wasn't shipped priority mail? What happened to the money that I paid for them to ship the item via **** via priority mail not first class?
Sincerely,
***********************Business response
07/26/2022
Hello,
As stated on our website any order placed after 2:00 pm during normal business hours will be processed the next business day. Your order was placed on Tuesday May 17 at 7:37:39 pm. The order was pulled and shipped on Wednesday May 18 at 3:41 pm and was delivered to you on Friday May 20 at 11:50 am see shipping detail attached . Shipping was priority mailed that is why you received in in two business days.Thanks for finally stating your complaint clearly.
Best,
*************************
Parts and Service Director
Elmhurst ToyotaCustomer response
08/02/2022
Complaint: 17587133
I am rejecting this response because: the package was not shipped priority mail (see attached picture of the actual shipping label).Dear Elmhurst Toyota. Thank you for confirming that the package SHOULD have been shipped priority mail. I am attaching a picture of the actual shipping label and package. The label has you as the return address and the same shipping number you provided.Please take a look at the label and please highlight where on the shipping label it states PRIORITY MAIL. Perhaps I am mistaken but in bold letters there is a large F and across the top of the label it clearly states **** FIRST CLASS MAIL.
Sincerely,
***********************Initial Complaint
06/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a genuine Toyota 2020 &up 4Runner TRD pro performance exhaust w/ black chrome tip on June 12, 2022. I chose this particular one on **** because it was the best deal and its from a legit Toyota dealership with over 90% positive feedback. I felt confident that i wont get scammed or juped. I had the order shipped to my mothers house because I live in a condominium, I didnt want an expensive car part out for grabs and my mothers home has a garage to store the big order. My order got delivered on Thursday June 16th. I could not pick up my order until the next day Friday the 17th because I got out of work late. Once I picked up my order, I went back home and opened the package up to make sure everything I ordered was there before going to the shop appointment the next day, Saturday the 18th, To get it installed. Once I opened the box I was surprised to see that there was a used stock exhaust inside. I immediately thought this was some sort of joke and that I got scammed. I looked through the box to double check. I found the packing slip which had the correct order details of what I ordered online. But not the correct items. So maybe they sent me the wrong item by mistake or mixed up the labels. I promptly went on my phone to start a return and possibly call the dealership directly but they were closed. On the **** it asked for pI called the dealership the next day to resolve the issue but I called to late they closed early. I didnt hear from them on Saturday through **** so I thought maybe Monday they will get back to me since Sundays they are closed all day. To my surprise they sent me a message through **** on Sunday at 10:50am. Saying they will not be taking back the item and I will not be receiving my return. And that they will report me for fraud. I called them this morning Monday 20th to get a hold of manager. Manager told me to take more pictures and send them through ****. I did and I get a message that they will be contacting the police for fraudBusiness response
06/21/2022
Hello Customer Relations Representative,
We have been in contact ******************************* (***************) by phone and by internal E-Bay email. ********************** was informed via E-Bay email that the exhaust that was sent to her was removed from the original box, inspected for damage, gaskets, and bolts to install exhaust system were added to the box, exhaust tip was wrapped in extra bubble wrap to make sure it was not damaged, re-installed into the original box and prepared for shipping by our internet sales manager ***************** and a shipping trainee. The used exhaust system she took pictures of is more than likely the OLD exhaust that was removed from their vehicle when new exhaust was installed or and old exhaust from another vehicle. We would be more than happy to involve the *********** ** local police in investigating this fraud. Please let me know if this is the course of action the customer would like to take. We will be pressing charges if this is investigated and found to be fraudulent. This is not the first time an E-Bay customer has tried to perpetrate this kind of fraud with us sadly.
*************************
Parts and Service Director
Elmhurst ToyotaInitial Complaint
05/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had intended to trade in my 2017 Toyota Tundra and purchase a new 2022 Toyota Tundra in January 2022, and was told by the dealership that there would be delivery delays due to component shortages. They could not tell me how long of a delay, or what the price would be, but that I would have to put down a deposit of $1000 for Elmhurst Toyota to initiate the order process, which I did on my Discover card. Several weeks went by with no communication from the dealership, and in the meantime I saw the value of my current vehicle going up - much higher than the dealership was offering me for the trade in towards a new truck. In March 2022, with no update on the delivery of the new truck, I decided to cancel my order and keep my old truck. But Elmhurst Toyota will not refund my $1000 deposit. When I requested a second and third time nicely and was refused the refund I explained to the general manager (****) how this was not fair, and his reply was "life is not fair". To me this is unethical behavior coming from a business and I am looking for assistance from the BBB in getting my $1000 deposit refunded. i am not looking for any further compensation, and I want others to know about these unethical practices conducted by Elmhurst Toyota before they commit to doing business with this organization.Business response
06/02/2022
To whom it might concern
***************** placed order for new 2022 Toyota Tundra on 01/22/22.He came to our facility, we agreed on equipment, trade value and pricing. At that time he signed purchase agreement with "non refundable deposit " clause (please see attached), and left us $1000 ******* money. He was informed about waiting period of 6-8 months, due to very short supply of vehicles.
We did place order on ***************** behalf, and currently he is number one production priority(please see attached screen shot of manufacturer production list)
Meanwhile, ***************** decided to take his trade elsewhere and purchase different vehicle, even we inform him on multiple occasion (via phone and in person, when he visited us) about progress of his order.
Clearly,we did provide best customer service to ***************** from day one when he walked to our facility. ***************** did breach originally agreed upon contract, and talking about "fairness" we definitely didn't do anything unfair to *****************.
If anything,it is other way around.
Still, if ***************** wants to transfer his ******* money for different purchase, or use it for parts purchase, he can give me a call to discuss.
Respectfully,
***************************
General Sales Manager
Elmhurst Toyota
Initial Complaint
05/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new Toyota from this dealership. The **** was $32,206. I signed an aftermarket product rider for additional products totaling $3,482.00 ($795.00 - blackout roof; $395.00 - window tint; $450.00 - tint ****************** $1842.00 - dealer upgrade package). I canceled the aftermarket product rider immediately. The dealership refunded all but $1842.00 for the upgrade package. I was informed by the dealership that the dealer upgrade package would be provided at a later date. Although I sought to cancel the entire amount of the rider, the dealership refused to refund the additional $1842.00. I went to the dealership and was told, for the first time that the upgrade package was non-existent and was merely a way for the dealership to sell me the vehicle above the listed ****. In other words, the dealership failed to disclose their sale of a vehicle above ****. As well, they did so by falsely claiming that the additional $1842.00 listed on the rider was not for an upgrade package, but was in fact a way to defraud me.Business response
05/23/2022
To whom it may concern,
Mrs. ***** purchased vehicle from us March 18th 2022.
All cancellable items she originally ordered **** refunded to her as soon as possible after her request. All other charges are clearly explained to her, and are part of purchase price. If Mrs. ***** want to discuss this further, she can call me directly.
***************************
GSM, Elmhurst Toyota
Initial Complaint
01/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Set 16 i brought my vehicle in for oil change front headlight and a back passenger brake light got the car back with a hairline cracked in the back brake top case was in constant contact with ****** then he said when I was ready to come by that he don't want to look at it no more not very good customer service Fix what you damaged I didn't bring it in damagedBusiness response
01/03/2022
Dear Customer Relation Representative,
In response to case ID ******** *******************. ************** brought his 2017 RAV4 in on 09/15/2021 at 10:00 am repair order# ****** see attached. We performed an inspection of the remote start system and performed an oil change with a multi-point inspection. During the multi-point inspection, we found the drivers headlight and passenger rear brake light not to be working, ************** gave authorization to replace both bulbs. The next day 9/16/2021 ************** call me and told me We damaged his taillight there was a crack in it I advised ************** to take pictures of the taillight and email them to me, which he did. I inspected the pictures and I informed ************** that it appeared that the lens was not cracked but becoming unsealed. The taillight lenses on most cars now are two-piece units a backing housing and the clear / colored lens unit these units are glued together using a weatherproof sealant. I informed ************** of my finding and he disagreed.
I told ************** I would be more than happy to inspect the car with him, we set a date of Wednesday September 22 at 3:00 pm.************** did not show up nor did he call to reschedule. ************** called and left me a voice mail message on Saturday September 25 ( I dont work Saturday)and again on Monday September 27, I called him back and we set up a new inspection date and time of Wednesday October 6 at 3:00 pm. ************** again did not show nor did he call to reschedule the inspection. ************** called Toyota customer relation and open a case with them. (see attachment). I called ************** again and set up a new appointment this time on Wednesday October 13 at 3:00. ************** again failed to show or call. ************** called me again on October 27 and we set up a third inspection date on Wednesday November 10 at 3:00 pm. ************** was a no call no show for the fourth time. ************** called me again on December 24 at which time I told ************** I was not longer interested in inspecting his vehicle. I gave ************** four opportunities to bring car in so I cam show him that the crack on the taillight is actually the lens that is becoming un-sealed. The taillight would no longer be covered by warranty and would be the responsibility of ************** to have repaired.
Best ,
*************************
Parts and Service Director
Elmhurst ToyotaCustomer response
01/05/2022
Complaint: 16420110
I am rejecting this response because: i have always been in contact with ****** and we was trying to figure
A time to bring the car in I never was a no show I want this look into still the damaged was not there till after I got the car back please if your not gonna fix it as least provide me the part you damaged so I can have it fixed elsewhere you all was a last person to touch itYou had ***** call me and told me to close they case and left him to work with me on a resolution why pass the buck to him to do when we been in contactYour service damaged my car why cant we just fix this or you give me the part from your parts departmentI have called you several times you never call me back you also ignore my emails very upsetting .How can you all damaged a customer car and not fix what you brokeI didnt brake it I dont know how to replace it so I trust you all to replace it but it seems your tech dont care about there cars .How do i know by closing this we will get this resolvedIt damaged done by your service department this should be fixed by you
Sincerely,
*******************Initial Complaint
09/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi,I took my car for multiple recalls(that was pending since last year due to covid I wanted to wait)so I finally decided to make an appointment leaving my car at 7 am August 27.When picking up my car I realize something odd with my passenger seat like a smug so I though it was a stain from them working inside my car cus the day before I just cleaned the seat from a spill.So I start to scratch it with my nail when I realize it was not a stain it was a burn ****.So at the moment I haven't left the parking spot and preceded to drive up to the garage to tell them what I found.I spoke to a service advisor and I told them I found a burn **** on the seat that wasn't there prior to dropping my car off.The first thing he said was his mechanics do not smoke.The next day after talking to multiple people, ******************* he was not helpful and making remarks like its my fault.Now I have to see this **** everyday knowing it was done by a company where I got my car from.Im so disappointed.Business response
09/07/2021
On Friday, August 27, 2021, *************************** brought her2016 Corolla with ****** miles in for two recalls. We performed the 20TA03 airbagwiring harness replacement, and JSD software update recalls. All repairs were performedfrom the drivers side of the vehicle, nothing was placed or worked on thepassenger side. The burn hole on the passenger seat was due to a cigarette burn,none of our technicians, service drive assistant, or porters smoke. It would beimpossible for us to have caused the burn in the seat. No assistance wasoffered.
Best,
*************************
Parts and Service Director
Elmhurst Toyota
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