ComplaintsforToyota on Edens

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have requested multiple times for the title application to be sent to a fax number ************ Attention *****. They keep saying that everything has been sent to the bank, but the bank does not file for title. I called the bank and they said to contact the dealership. Toyota keeps saying that the bank has the documents. I need this title application sent to my new lender for the car. I am trying to change the loan lender. Toyota on Edens Address: **************************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2011 Toyota Camry from this dealership and the finance manager upsold me on an extended warranty that I did not want or need. He made it seem way cheaper than it was and did not explain the terms and conditions clearly. I realized my mistake the next day and went back to the dealership to cancel the warranty and get a refund. They said they would process my request, but it has been over a month and the balance on my loan is still unchanged. I have tried calling the dealership multiple times, but they have not got back to me. They keep transferring me to the finance manager who helped me, ***********************, who never picks up the phone or calls me back. My first payment is due in 10 days, and I dont want to pay any extra interest on the balance that includes the warranty. This is unacceptable and unfair. I feel like I have been scammed and ignored by this dealership. They have no respect for their customers or their rights. I do not recommend this dealership to anyone who is looking for a honest and reliable car buying experience. They are the worst dealership I have ever dealt with.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  BUYER BEWARE. Toyota on Edens, and *********************** in particular, misrepresented the condition of a used car we purchased, which has ABS error codes, including U0126-00 and U3000-49 ECU Internal Circuit Failure. They did not allow a 3rd party pre-purchase inspection. They were grossly negligent in their in-house 130-point inspection, and by their own admission, did not perform basic even steps like check the car for error codes, which would have found these issues. When we brought inspection results from a reputable 3rd party mechanic, they replied "any mechanic can write anything" and said "do you trust your mechanic more than our mechanic?" After Toyota on Edens' mechanic took a second look at the car, they admitted that the codes did in fact exist and that they did not perform the basic step of checking for codes (so yes, my mechanic is more trustworthy than their mechanic). In particular, *********************** destroys confidence in his dealership's brand, exhibited extremely unscrupulous behavior, has no business managing a car dealership. When I asked *****, "Do you sell cars with these issues?", ***** replied "Yes we do", before walking away and later calling me a "smartass brother" for stating the facts. Why would anyone buy a car from Toyota on Edens if their sales manager proudly admits to selling cars with issues that they do not give customers a chance to identify in advance via pre-purchase inspection? Why does this dealer's owner allow *********************** to create a BUYER BEWARE EXPERIENCE?Ultimately, issues were found in the rack and pinion mechanism causing the error codes, but *********************** refused any fix, so we are now stuck with a car with error codes. When selling the car, they also use dishonest practices like saying $300 VIN etching is required by dealership policy when it is clearly an optional $20 job. Dishonesty, negligence, misrepresentation, refusal to fix. BEWARE!

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Toyota to get my normal oil change. When I went to pay, I was told I had $8000 in repairs! ***, the advisor, told me it was unsafe to drive my car but was sending me home in it.This is the second Toyota vehicle that I have cared for. I have taken and done all service at Toyota. My service reports are EXCELLENT until the moment my warrantee expires. The very next visit, thousands of dollars in repairs need to be done?! My service advisor has my car and does not communicate with me for a week?I had another mechanic look at the leak Toyota found. He said there was NO WAY the leak was new. Based on the photos, the leak had been there for a long time- while I was still under warrantee but Toyota said nothing! I want Toyota to step up and do the repairs that should have been done while I was under warrantee. I want Toyota to back the reports I have received to prove that I have done all maintenance that has been asked.

  Business response

  04/07/2023

  In regards to the concern expressed, our team was able to obtain $2000 in assistance from Toyota Motor Sales to facilitate the repairs on the vehicle.  As of this time, the vehicle has been repaired and ************** has it with her.  If there are no further concerns, we would conclude this matter as resolved.

  Customer response

  04/16/2023

   
  Complaint: 19866982
  
  I am rejecting this response because: Toyota on Edens did Nothing. I Called Toyota and pleaded my case 15 times. A woman named ***** at Toyota Headquarters helped me. Toyota on Edens din Not communicate with me at all. The manager was supposed to call me; he NEVER called! Any assistance I received was because of the time I spent communicating with Toyota Headquarters about the games/tactics of Toyota on Edens. Toyota on Edens is taking credit for doing NOTHING. They could not even communicate with me while they keps my car FOR TWO WEEKS! ***** (at Headquarters) told me that she communicated with Toyota on Edens and Management. She agreed to send $2000 and she made Toyota on Edens account for the outrageous quote. Toyota on Edens did not start work when ***** told them to. Toyota on Edens only provided ANY assistence because their actions were being reviewed. Management HAS NEVER reached out to me in any way! I am not surprised that they are taking credit for my efforts; THEY DID NOTHING TO HELP ME.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was brought in on February 15th - representative claims that technician ran a full diagnostic and test drove the car. $1,500 worth of brake repair was recommended, and was completed. We were supposed to have received images detailing the issue and the proposed action - the service representative "forgot" to do this.Upon completion of the work, the technician was supposed to have done a test drive to verify the issues were resolved - the issues were clearly not resolved as the car was now completely unsafe to drive due to extremely loose brakes and a still non-functioning *** system.In addition to this, a second service representative told us that "it was not unsafe to drive if the *** system was not working". This is clearly encouraging dangerous behavior, and someone less cautious could've been seriously hurt or killed had they taken that "advice" to heart.Car was brought back in on February 16th - and now, suddenly, the technician found new error codes when running a diagnostic. This resulted in an additional $1000+ of recommended work.We were very clear with the initial representative that if the cost of repairs was too high, we would not have the repairs done (as the car's age/value would make it counter productive). We have every reason to believe that we were lied to in an effort to extract as much money from us as possible.No one can explain why the full diagnostic did not return the error codes the first time - and given that this specific error (*** and E Break light coming on) would result in diagnostic codes that have to be manually reset, I have every reason to believe that the technician either made a mistake or was instructed to ignore the codes to create additional expense for myself and my fiance.I've requested a call from the Service Manager 4 times now, and have not received so much as an email, text message, or phone call. I would prefer not to have to go through my bank to dispute the charge, but that's going to be my next step.

  Business response

  03/07/2023

  Response of Toyota On Edens:

   

  Customers vehicle was brought to the service department due to a brake warning light.  Upon inspection, no diagnostic codes were present, and no warning lights remained illuminated, but the vehicles rear brake pads were worn to the point of being nonexistent, with damage to the brake mechanisms.  Upon customers approval, Toyota On Edens replaced the rear brakes as recommended.  Customer returned to the service department the next day, reporting an illuminated warning light for the **** system.  Technician could not duplicate the problem, but diagnostic test revealed a code for a wheel speed sensor, which was unrelated to the initial repair.  Toyota On Edens recommended replacement of the sensor, which the customer declined. 

   

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

  Corporate Counsel

  ******************************************* Management

   

  

  Customer response

  03/07/2023

   
  Complaint: 19455241
  
  I am rejecting this response because:

  Upon accepting the vehicle after the first "fix" the vehicle was not safe to drive as the brakes were basically non-functional. ************** Manager stated the technician may not have realized that because it was "raining" during the post-fix test drive. I find it very hard to believe that no one was able to "reproduce the issue" when the issue was present literally anytime myself or my fiance drove the vehicle (both before the "fix" and after the "fix"). While we did decline any further repairs, this was for two reasons:

  1. We had no reason to believe that this was going to actually fix the problem since the first fix actually made the vehicle more dangerous

  2. The second "fix" put us way beyond the amount we were willing to pay on a car that was this old (a point we very clearly explained to the service advisor prior to the first "fix")

  I'm disappointed with ************ from the Service Manager as he has now resorted to name calling, and continually references discounts being offered to us (but neither my fiance or I have any record of a discount ever being offered verbally, over the phone, or in writing - I've requested copies of anything that was offered, but have no received anything as of yet)

  At this point, I sincerely doubt we're going to be able to arrive at any sort of resolution that I will find amenable - I don't even want anything anymore, just for them to not put other people in danger.

  
  
  Sincerely,
  
  ***************************

  Business response

  03/13/2023

  Toyota On Edens regrets that the complainant has had an unsatisfactory experience and is willing to make any future needed repairs at a discounted price.

  As to the initial repair leaving the vehicle unsafe, Toyota On Edens believes the repairs were done correctly but is always willing to review its work and fix any inadequacies with its technicians' work and would do so in this case if requested.

  Customer response

  03/15/2023

   
  Complaint: 19455241
  
  I am rejecting this response because:

   

  Far too little too late - I can't drive an unsafe vehicle for a month and just pray I don't get into an accident and hurt myself, my family, or someone else. I understand that the service center manager has claimed multiple times that discounts were offered to us to "fix" the issue that was created by the service center, but no such offers were made to myself or my fiance, and no one has been able to provide any evidence that such an offer was made.

  I'm disappointed, given that the money that was wasted with this service center for the "non-fix" would've been the down payment on a different vehicle, so we've been put in the tough position of figuring that out.

  I think the most frustrating part of this is that every person my fiance or I spoke to at the service center just kept lying to us and giving us inaccurate/incomplete information (ranging from "it's safe to drive with a malfunctioning ABS system" all the way to "the technician may not have been able to tell the brakes were still bad because it was raining"). I understand that there is no willingness to refund any amount paid for the work that, essentially, wasn't done - but it's upsetting that there is no consequence for this poor level of service.

  I guess my recommendation would be that Toyota Corporate do some real deep digging through the history and all of the complaints about this specific service center (there's a TON of them out there) and look to see how that can be improved.

  
  
  Sincerely,
  
  ***************************

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