ComplaintsforOak Lawn Toyota

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased:-2021 Certified Pre-Owned Toyota RAV4 -Purchased on 7/16/2024 -Paid $34,633.90 -by selling me a certified pre-owned Toyota vehicle they commitment to selling a dependable vehicle and warranty - Within the first week of ownership the vehicles check engine light turned on, then Preceded to shut off randomly on multiple occasions, it has been in the dealerships on many occasions (causing a disruption of *********** of wages), they attempted to fix on multiple occasions, today 8/12/24 after the last fix they say they dont know what is wrong with the vehicle but they are now offering to trade in the vehicle- at a loss to me, to and older vehicle with over ****** more miles! A certified vehicle that they cannot fix, a Toyota certified vehicle they cannot fix, I am stumped here! They want to offer me $27,000 for the vehicle and carry over the remaining $7,633.90 and roll it over to a new car loan!They want the customer to pay for the fact that they sold us a faulty certified pre-owned vehicle that does not work properly, one that shuts off randomly, one that is a safety hazard, one that has been in their dealership for repair 3 times before, today being the fourth and them admitting they don't know what is wrong with it and they would do their best to helping us get out of it is rolling over $7k into a new car loan as if we simply changed or min on it and have no responsibility to the customer. I am perplexed

  Business response

  08/27/2024

  Hi ***** and the Better Business Bureau,

  Thank you for your feedback and for allowing us the opportunity to resolve your issue. We take customer service and satisfaction very seriously, and we are pleased that we could address your concerns and achieve a resolution by swapping you into a 2023 Toyota Rav4 with low mileage.

  We deeply regret the inconvenience you experienced with your original vehicle and want to assure you that we have escalated this matter to Toyota Corporate for a thorough review of the vehicle to prevent similar issues in the future. Your feedback helps us improve, and we are committed to ensuring that every customer receives a dependable vehicle and exceptional service.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly.  As the customer service specialist, my name is ********, and I'm happy to answer any questions.  Also, ***************, your sales consultant, and ***************************, our general manager, are all here to assist you with any of your vehicle needs.

  Again, thank you for bringing your concerns to our attention, and we look forward to seeing you at your first oil change!
  
  Sincerely,

  *******************************, **************** Specialist with **********************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer to **********************, I purchased my 2014 rav4 from their car dealership, and i have been going to their company loyally for repairs, and routine oil changes. On 4/11/22, i went to the dealership because my air conditioner was out of order, it was blowing warm air. So naturally, I went to their dealership to have it checked out and repaired. I was told their was no leak, and they would recharge the air conditioner and i ended up having other items done to my truck per their recommendations, again it all has to do with trust so i followed through on what the technician recommended and ended up paying over $1,000.00 for my services. I paid believing I was doing the right things, and believed that the air that was now blowing cold in my truck would last for a long period of time. Unfortunately, this was not the case, the air again was blowing warm air, i took my truck back to the dealership on 7/21/22, and was told that my SUV was now leaking, and in need of a condenser replacement, an outrageous price of over $900.00 was quoted to me. I feel that Oak Lawn Toyota has done a gross negligence to my vehicle, as it appears that it was never repaired/fixed correctly in the first place. I expressed my concern to the same technician that saw me initially on 4/11/22, who seem to have no concern regarding my concern, he never even went to speak with his manager regarding my concern. Again, I feel gross negligence was done on the repair of my SUV's air conditioner. I'm currently, suffering driving my SUV that has no air conditioning, after paying their company my hard-earned money in good faith. Please help me with a solution.Thank you for taking the time to review my concern.

  Business response

  08/11/2022

  We are so sorry to hear our loyal customer, *******************, is not satisfied with the service they received from Oak Lawn Toyota.  I've attached multiple invoices on this portal, so we can all be on the same page, and know the exact service the customer receive on their Rav4.
  The first time the customer came in on 4/11/22, they stated their air conditioning was blowing warm air. The standard protocol for this type of issue is to re-charge the system and add freon or dye to see if there's a leak.  We did not find a leak at this time because it must have been too small to detect.  As we stated in the *** we needed to re-inspect in the future because we didn't find anything at that visit.  We did find a few other items that needed repair (per the Repair Order on 4/11).  
  The second time the **** came in, which wasn't noted in this complaint, was 5/6/22.  This visit was for an oil change and tire rotation.  During this visit, there was no mention of malfunctioning air conditioning.  The air was properly blowing.
  The third visit was when there was mention of the air conditioning not working properly, which was 3 months after the initial visit...7/21/22.  We found a small leak at this point, which a condenser would fix.  We never put in a new condenser before this and the customer was never previously charged for one.  Every step we did was a standard process of repair.  The cost of the new condenser is $920, which is stated in the last Repair Order.
  We are very sorry the customer is not satisfied with the service they have received.  During the initial visit, we did recommend they follow-up with us to see if the problem persisted, which happened 3 months later.  We never charged the customer for any unnecessary services.  We are grateful for their loyalty to our dealership, and hope the breakdown of these Repair Orders helps to explain a little more of the situation.
  Best,
  *******************************
  Customer Service Representative of **********************

  Customer response

  08/18/2022

   
  Complaint: 17696601
  
  I am rejecting this response because: This response does not help my current situation for I am without air-condition in my SUV.  I, in good faith took my vehicle to my dealership (Toyota) and paid money for something that now appears to be bandaid to a very serious situation.  Further, I am taken aback by their response.  I didn't fail to mention the 2nd visit, it was not mentioned on purpose cause it is irrelevant to my situation, and it also shows that i'm a loyal customer, as I was there to my recollection, to get an oil change.  instead of this back and forth, as a solution, I would suggest that I am credited for the recharge that didn't work and the blue dye that didn't work, towards the condenser they are now trying to charge me for, or just simply reimburse me, so that I can go else where.  The air conditioner went out after 3 months or so, after thinking I had it fixed appropriately, this is what's so shocking, and they don't want to help their unsatisfied customer.  This is shameful, after 3 months that i'm experiencing this issue, with no help in sight.  
  
  Sincerely,
  
  *******************

  Business response

  08/25/2022

  Good Afternoon, ****, and thank you for voicing your concern with Oak Lawn Toyota.
  
  We truly appreciate your loyalty to our dealership and would like the opportunity to rectify the situation.  Per your previous note, you mentioned how you did not write about the 2nd visit to Oak Lawn Toyota.  The only reason why we brought this up, was to reiterate the fact that the ** was properly working at that time. The leak in your ** is so small that the dye didn't detect the leak the first time.  Usually, when someone has a malfunction or leak, the dye will detect the leak immediately.  We were also stating that the dye is standard protocol when there is a leak...we have to detect where the leak is located.  We apologize the leak wasn't detected the first time, and because it is so small, it took 3 months to stop working.  
  
  We are happy and willing to work with you through your previous charges (Re-charge and dye) if you could please let us talk with you through some of the options of repair.  We are terribly sorry for the miscommunication and want nothing more than to retain you as our loyal customer.  We appreciate and value your business, both past and present, and our goal is to make you satisfied with your service.  
  
  Would it be ok for our service manager, ***********************, to call you on the number you've listed?  We would love the opportunity to go over some options to get your ** back to running properly and to credit a percentage of your original repair order.
  
  Thank you for your time and attention and we look forward to speaking with you soon.
  
  Sincerely,

  *******************************
  Customer Service Manager
  **********************

  Customer response

  08/26/2022

   
  Complaint: 17696601
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  This is a great news, I'm elated. I would love to have my air conditioner repaired, however I would like all of my money credited towards the now needed condenser which has been quoted per the document I submitted to BBB as $960, which I believe included the labor.  I want my new repair price and what is being repair in writing via BBB.  Again, I want my air conditioner to work again.  

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new Toyota on 12/4/2021. I was illegally coerced into purchasing a ************ Warranty worth $2,995 because COVID requires a market adjustment. I was told to buy the warranty or go to a different dealership. I waited 8 weeks to buy a car. After seeing the warranty could be cancelled I went with it. Once I bought the car I cancelled my warranty through Safe-Guard (warranty company) in writing on 12/29/2021 well within the 30 day period to get a full refund. The ** ************ said he would not honor the refund per the service agreement. The finance team did not even give me the complete paperwork for the warranty at time of sale only page 1 of 17. I had to call the warranty company to get a copy of the full service contract which states a full refund may be received on page 7. The dealership is shady and withholds information from consumers. They are a predatory organization who unwillingly forces add-on products without customer consent.

  Business response

  01/05/2022

  Dear ****,

  We are sincerely sorry for the misunderstanding about the warranty that is placed on every vehicle sold at our dealership.  We thought it was clearly stated due to the lack of inventory from the ******19 Pandemic, we are adding extra protection on each vehicle sold for $2,995.  I'm sorry on our lack of communication in regards to this warranty.  With that said, we have given you a FULL REFUND of $2,995.  Please let us know if there are any further questions or concerns.

  Sincerely,

  ***************************, General Manager of Oak Lawn Toyota

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