Complaints

This profile includes complaints for Schaumburg Toyota, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Schaumburg Toyota, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Schaumburg Toyota, Inc.

  875 W Golf Road Schaumburg, IL 60194-1327

• 

  Schaumburg Toyota, Inc.

  350 E. Golf Road Schaumburg, IL 60173-4452

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Schaumburg Toyota for selling me a defective vehicle, which has not only caused significant mechanical issues but also misrepresented the condition of the car at the time of purchase. I purchased a used 2017 Infiniti QX60 from Schaumburg Toyota on 7/20/2024 for the amount of ****** in cash. However, the vehicle has exhibited numerous serious problems of purchase, despite the dealerships assurances about the cars condition. The check engine light came on within ***** miles of purchase due to an improperly fitting air filter contaminated the mass air flow meter and required ECM software update installed when replacing the *** sensor. The vehicles fluids (Coolant, fluid and CVT Transmission), contrary to the dealership's claims, were not all replaced or full as stated. The dealership assured me that all fluids had been inspected and were at appropriate levels. However, it became evident that this was not the case shortly after purchase. Additionally, when I requested assistance for repairs, they only would reimburse 450 of the ******** I paid for repairs. This is especially concerning given the amount of money paid upfront and the expectation that the car would be in working order for at least a reasonable period of time. I feel I have been misled and sold a defective product. The vehicle now needs new timing chain and may require an engine replacement within ***** miles of purchase; repairs have been estimated to at least an additional $5,000 at this point. I am requesting that the Better Business Bureau intervene on my behalf and assist in resolving this matter. I would appreciate any guidance or assistance the BBB can offer in ensuring that the dealership is held accountable for their actions and that I am either reimbursed for repairs or provided with a replacement vehicle in working condition.Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.

  Business Response

  Date: 11/27/2024

  To whom it may concern,

  Customer purchase a 2017 Infiniti QX60 on 7/20/2024 as is.  Long after the 15 day, 500 mile warranty required, she contacted us with issues with the car.  We advised the customer to bring back to ** and we will work something out.  Customer refused and brought to own mechanic.  Customer advised repair would be $450.00.  We agreed to reimburse customer for this amount.  We sent customer a check which she has cashed.  She is now coming back for repairs in the thousands.  In order for us to work with customers repairs in that amount we feel she should have given the opportunity to inspect and determine issues.  She did not.  We no longer feel responsible as we went out of our way to work with customer after the 15 day, 500 mile required warranty.  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22565267
  
  I am rejecting this response because: 
   I was never told to bring the car back to the lot because I was told by one of your service **** that your location only services Toyota and ******** and I would need to go to an Infiniti dealer after calling multiple times and leaving multiple messages. You agreed to reimburse me if I send over the invoice after payment . I sent over the invoice as requested and you then only agreed to pay $450 of total charges. I expressed dissatisfaction with the way things were handled and then you mentioned I could have brought the car back after the work was done/ paid by me. I also like to point out that I did call the resnick care maintenance packet I purchased but was told they are no longer affiliated with you all.  To be clear, you waited until I paid for everything and decided to only cover parts, knowing your location would not service the Infinity I was sold because it only services Toyotas and ******** as advised. Your response is untruthful and demonstrates this businesses lack of accountability and intent to purposely sell substandard products and blame the consumer for your negligence 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/09/2025

  We stand by our original response.

• Initial Complaint

  Date:10/30/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Toyota dealership in Schaumburg on Saturday, October 5, 2024. Salesman is ***** *****. I specifically told him to only run my credit through ****************. I get a notification that my credit was not only run through ***********, they also ran through Toyota Motor Credit and Toyota of Schaumburg. I called the dealership spoke to *****, he advised me the manager **** ********** - The Finance Director, stated he wanted to see if Toyota would give a better rate. I did not ask them to do that! I specifically asked for one pull to *********** ONLY. In a text exchange with *****, he then states there are 3 inquiries because 1. They needed to verify my identity. 2. They automatically run through Toyota Financial. And if this the case, NO ONE came to me while waiting, to inform me of any of this or to get my approval. However, I know to verify identity OFAC is used and my SSN is not required to do so, and running my credit through Toyota does not verify my identity. I also know it is not a requirement to run through a dealership financing. October 9, 2024 I went to the dealership to deal with this and **** was not there. These 2 inquiries that I DID NOT authorize them to do, need to be removed immediately. 

  Business Response

  Date: 11/04/2024

  We regret hearing of the customers dissatisfaction . The customer came to the dealer, and filled out the credit application seeking financing. The credit app does not have a section for verbal requests or preferences from the applicant. The dealer runs the credit and tries to obtain the best rate for the customer. 2 additional credit inquiries will have a very minimal impact on a credit profile, and the dealer has the documentation that the customer authorized these inquiries. We did our best for the customer and the customer did end up with a purchase with financing done through our dealership.  A dealership does not have the authority to remove any inquiries from the credit bureau.  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22493144
  
  I am rejecting this response because: You very well have the authority to make the correction to remove these inquiries.  I gave you permission to pull my credit and specifically asked for my credit to be ran with 1 lender, and I specified that lender to be *********** ONLY.  That does not give you permission to run additional inquiries.  You dot get to take it upon yourself to do so.  I didn't ask you about how long the inquiries impact my credit, I didnt want the additional inquiries which is why I said for you to run it through *********** ONLY, not Toyota.  You dont get to decide on my behalf you will run through YOUR financing.  I want these inquires removed.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/11/2024

  We regret hearing of your dissatisfaction.  Unfortunately, we stand with our answer and have all documentation to substantiate our response.

   

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2021 Toyota Supra VIN # ***************** serviced for 4 wheel alignment at Schaumburg Toyota on 05/30/2024. Upon arrival at the service desk my son showed a discount coupon for the 4 wheel alignment service printed from the Schaumburg Toyota web site Link: ************************************************************************** advertised price for the service was $119.95 with this disclaimer:Must present offer when order is written. One coupon per customer. Can not be combined with any other offer. No cash value. Not retroactive.Plus tax, shop supplies when applicable. Schaumburg Toyota service charged my son $225 + taxes and fees. When my son returned home and I learned about the charge I called Schaumburg Toyota service manager *********************** but he denied that the offer exists. I told **** that I will be there in an hour to show him the promotion on his computer; by the time I got there **** had his IT alter the online promotion adding an expiration date of NOV 24. 2023. I work in the IT field and I know how easy it is to change website ads, so I took a screenshot of the online offer before it was altered. I also told the service manager that they also have a $149 promo at this location and other Toyota dealerships are honoring the $149 promo coupons for the Toyota Supra alignment. *********************** told me that my car is not a Toyota and that is why I do not qualify for the discount and I should go to the other dealerships. I had to pay almost double the advertised price. This falls under the UNFAIR PRACTICES ACT. I will also file a complaint with the Toyota corporate office."The Act prohibits the use of unfair or deceptive acts or practices, including the use of deception, fraud, misrepresentation, and SUPPRESSION OF MATERIAL facts. While the Act provides this general definition, it also contains a number of specific actions that are considered to be violations of the law."

  Business Response

  Date: 06/03/2024

  We apologize for the customers confusion of this "Black Friday" ad.

  On November 2, 2023 Schaumburg Toyota added a Black Friday ad on a 4 wheel Alignment Special.  As noted on customers attachment, the "Black Friday" logo.  As we know black Friday is the day after Thanksgiving in November.  This ad was placed without an expiration date noting the "Black Friday".  

  The claimant found this ad that lingered organically on the ****** Search platform.   The customer came in, not on Black Friday, on Thursday, May 30, 2024, with the ad and was immediately explained the ad was for "Black Friday 2023 and is no longer valid.  The customer chose to complete the service, at the price quote that day, for his specialized Toyota Supra.  

  When we were advised that this ad lingered, we immediately took steps to change and remove the ad.  There was no ill intent on any of this.  

  We do apologize for this confusion.

   

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21782987
  
  I am rejecting this response because: I do not agree to the businesses response. The Business is lying. At first they told me this promotion doesn't exist and it doesn't apply to the Toyota Supra GR, because "it is not even a Toyota". Then the expiration date was not included in the disclaimer, or the fact that the Toyota Supra GR is excluded from the promotion.  The printed Coupon did not say anything about Black Friday but only "SERVICE SPECIAL: 4-Wheel Alignment $119.95*. *Must present offer when order is written. One coupon per customer. Can not be combined with any other offer. No cash value. Not retroactive. Plus tax, shop supplies when applicable. They responded: Somehow this ad lingered organically on the ****** Search platform." Other Toyota dealerships offer alignments for $149 and honor it for the Toyota Supra GR because, after all, it is a Toyota. According to a greedy and dishonest corporate service director, the Supra is not even a Toyota. The expiration date suddenly appeared after my visit.  This is not how a caring dealership treats customers.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/12/2024

  Again, we regret hearing that you do not agree with our decision.  You provided the BBB (see attachment) a copy of the coupon you presented which has "Black Friday" right on it.  Being that coupon was such a long time ago, and only for black Friday,   was the reason for the response that "we did not have that coupon".  Every Toyota dealership is individually owned and  operated and we have the choice with certain services and pricing.  You were given the information on pricing and why before the services were done,    The Supra is a Toyota/BMW joint venture and only certain technicians work on these vehicles at our dealership.  ************ and price was agreed on.  There was no deception involved in this transaction.  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21782987
  
  I am rejecting this response because:. The Business is simply lying. At first they told me this promotion doesn't exist and it doesn't apply to the Toyota Supra GR, because "it is not even a Toyota". Then the expiration date was not included in the disclaimer, or the fact that the Toyota Supra GR is excluded from the promotion.  The printed Coupon did not say anything about Black Friday but only "SERVICE SPECIAL: 4-Wheel Alignment $119.95*. *Must present offer when order is written. One coupon per customer. Can not be combined with any other offer. No cash value. Not retroactive. Plus tax, shop supplies when applicable. They responded: Somehow this ad lingered organically on the ****** Search platform." Other Toyota dealerships offer alignments for $149 and honor it for the Toyota Supra GR because, after all, it is a Toyota. According to a greedy and dishonest corporate service director,the Supra is not even a Toyota. The expiration date suddenly appeared after my visit. This is not how a caring dealership treats customers. 

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

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my Toyota RAV4 at Schaumburg Toyota on 09/10/2020. The sales person, *************************, told me about auto start and I agreed to that add on function. I become a victim of Identity Theft in late January 2024. My vehicle was broken into 2 times and the hacker installed something in my RAV4 audio system. I went in for service and requested Schaumburg Toyota to reset my audio system to manufacturer default system which cost $180. The first Red team leader, ***********************, refused to serve my car and told me there is nothing Toyota service department can do for me. The Green team leader deleted my blue booth device without my permission. The cashier pulled planks on me by switching papers and had my Discover card transaction declined. Right after the service, my audio is functioning funky again.My car was broken into for the 3rd, 4th, and 5th time and my vehicle's alarm system was deactivated. I went into Schaumburg Toyota on 03/19/2024 to ask Schaumburg Toyota to reactivate or recheck my alarm system. Schaumburg Toyota's full service department team lead I encountered told me that they are the original seller of my vehicle (which was a lie. My original seller came from Continental Toyota) and there was no alarm system installed from Toyota. I called Toyota and made a complaint. My car is without alarm system right now and I have been followed by 6 cars already in 3 days. Oakbrook Toyota told me that I need to visit Schaumburg Toyota to have my alarm system reactivated since it is a 3rd party job done via Schaumburg Toyota. They can not help.I have called the sales person,*************************,2 days in a roll and he did not return my call. The service department is with lousy attitude and refuse to do their job right. Please help me resolve this issue and have my car's alarm system back on track. My safety is the priority. I paid $600 dollars for the auto start function and it caused me tons of trouble and endanger my safety. That is not right.

  Business Response

  Date: 03/22/2024

  While we feel terrible for what the customer has experienced with her vehicle.  Schaumburg Toyota did exactly what the customer requested at her last visit.  In returning the vehicle to the manufacturer settings on the vehicle , it disconnects the bluetooth. We then stepped in and re-connected her phone/bluetooth for her.  Schaumburg Toyota cannot be responsible for thieves, hackers etc who altered her vehicle.  Customers warranty expired for both the vehicle and alarm/remote on 9/15/2023.  Regardless of warranty, , Schaumburg Toyota or Toyota Motors cannot be responsible for criminal activity on customers vehicle.  

  Schaumburg Toyota does not feel we owe customer for criminal activity on her vehicle.  Customer should contact her auto insurance company for coverage. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2012 Toyota Camry from your Toyota Schaumburg store in January 2022. I am reaching out today to express my disappointment with the overall experience I had during the purchase process and to address a concerning issue with the vehicle. When I test-drove the car initially, I noticed that it was shaking. The salesperson, *******, attributed it to the car's age and the fact that it was sold "as-is." As a result, I decided to go ahead with the purchase, assuming that any issues would be my responsibility to address. However, over the past year, I have taken the vehicle to multiple service centers to investigate the shaking problem, only to discover that there was a recall associated with it. This came as a surprise to me. Upon contacting your dealership this month, I spoke with a woman who informed me that I would need to bring in the vehicle and pay for a diagnostic to determine the cause of the shaking issue. Given that the warranty has expired, I was disappointed to learn that the repair would not be covered and that I would be responsible for the diagnostic fee. Considering that I purchased three vehicles from Resnick previously, this situation feels both unfair and demoralized. Additionally, I would like to address the $2,500 charge that was added to the total cost of the vehicle during the ***** period. It is unclear why this additional amount was applied, especially given the explanation of low inventory. I believe it would be beneficial for both parties to receive some clarification regarding this charge. In light of the above concerns, I kindly request that Toyota take responsibility for fixing the recall issue with my vehicle (without paying the diagnostic fee), as this should have been addressed prior to sale. I genuinely hope to find a resolution without having to resort to legal action. Therefore, I respectfully ask for your assistance in rectifying this matter promptly.

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  We would like to invite ***************************** with her 2012 Toyota Camry VIN# ***************** back to the dealership. Unfortunately, we do not see any open recalls on the vehicle in Toyota *********************** History but will inspect her vehicle to determine what is going on.  I will put notes in her service file that she is coming back for an inspection on her vehicle.  Please call *************************, GSM at ************ and he can set this up for her.  When ***************************** is here we will go over her purchase with her.  We already pulled her file and all is in order.  We regret hearing of the issues ****************** is having with her vehicle. Schaumburg Toyota will do what is fair to make things right!

  Sincerely,

  *********************
  General Manager

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receiving mailings (physical, not email) about service reminders for a car I have not owned for 3 years. I have contacted Schaumburg Toyota several times about stopping these mailings, yet they continue. I have been told at least twice that this has been addressed, and it clearly has not been. At this point it is starting to feel like harassment. When I called again today, the woman I spoke to today stated they do not send out mailings only emails, however, I am still receiving them, so someone from Schaumburg Toyota is sending them. The woman was quite rude and less than willing to help. Also refused to delete my contact information from their system.

  Business Response

  Date: 09/26/2023

  Our apologies for your experience with our staff.  We have removed your mailing address and email from our systems.  We have also entered a do not contact.  We are Schaumburg Toyota and we can only take care of our end.  Unfortunately, when you purchased/serviced your vehicle your information goes to Toyota Motors and entered in to the **************** history for Toyota Motors.  We suggest contacting them directly at **************.  Let them know the dealership has already removed your information but you do not want to receive anything from Toyota Motors.  They send out mailing and include our dealership name as the last dealership you used or the area.   Your vehicle identification number is also used by many to connect you to the vehicle such as CarFax.  Used by most insurance companies.  Many have received extended warranty information on cars they sold 10 years prior.  If our name is on them that is without our permission.  

  Our apologies for the inconvenience this is for you.  Unfortunately, there are several ways your information travels.

  Sincerely,

   Schaumburg Toyota

   

   

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. This will need to be confirmed by the mailings actually stopping and/or the response from Toyota Motors (I already disconnected from Carfax). I will call Toyota Motors directly.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was SCAMMED OUT OF $400 because they said I needed rear brakes. During my last oil change (about 2 months ago) they said my rear brakes were down to 2mm and needed to be changed. When I went in today (Aug 10, 2023) to get them changed I asked for the old ones back. Come to find out there is about 6mm left on my old brake shoes. Feel free to look at the pictures. Still PLENTY of life left. At least another couple years. I plan on contacting a lawyer for deceiving business practices if Toyota doesn't do anything about this.

  Business Response

  Date: 08/11/2023

  We apologize to customer for his experience.  This has not been handled to Schaumburg Toyota standards.  *********** director has investigated this is reaching out to the customer to resolve his concerns.  Please contact **** at ************.  

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 2012 ***** Civic hybrid in May from Schaumburg Toyota. I was assured everything was properly inspected and the car was safe when I bought it. 3 months later the front drive shaft axle snapped in half without warning, or for any apparent reason. I later found out that both the left and right front drive shafts were recalled on this vehicle because they lacked proper corrosion resistant and were prone to break making it a severe safety concern. The dealership had never bothered to research recalls, or assure the vehicle was safe to drive before sale. This put me in a life threatening situation. When I confronted the business about this they said since the car is not a Toyota or Lexus that they do not research or familiarize themselves with recalls or other issues the car might have, and that all they did was a visual inspection on these parts. I find it grossly incompetent to sell a car with a dangerous defect that could have been repaired for free before the sale of the vehicle.

  Business Response

  Date: 08/11/2023

  
  In response to customer complaint we sold a 2012 ***** Civic on May 2, 2023 with ****** miles as is.   This vehicle was put through a required safety inspection.  Customers concern would not be detected.   It is not required by law for a dealership to perform research on recalls on non brand vehicles. The vehicle was sold in good running condition.   In good faith we have offered to have the vehicle repaired and or exchange for another vehicle.  We are currently working with customer on a resolution.  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/07/2023, I brought my Toyota Camry in for routine service. When I left the car with the technicians my driver side door handle was working fine. When I was given it back after service, I noticed I could not get back in my car through the driver door.When the issue was brought to the techs attention, the only response was that it must have broke on the way there. When I was in contact with the manager, the only response was that it was in the techs initial findings when inspecting. The only thing is that there is not one mention of anything being broken on the service receipt given to me at the end. I believe the tech broke the door handle, was not going to address it until I brought it up and did not include it in the notes that clearly do not include about anything being broken.

  Business Response

  Date: 02/16/2023

  Please see the attached reply.

   

  Thanks so much!!

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

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am absolutely appalled at the customer service and experience I received at Schaumburg Toyota. We purchased a 2023 Toyota Sienna on December 20th, 2022. We were called and told that our Sienna had arrived. Clearly it was not looked over because the interior light was broken. We were told it was a defect and the part was not available in shop to fix it and would need to be ordered. I was told we could go to a dealer closer to home since this location is a bit of a drive for us. We were told it would be covered under the bumper to bumper warranty and that they would help set that up. The manager insisted that he would give all the information needed for the repair. I told him I was disappointed and he said if I didnt want the car someone else will take it even with the defect. As a loyal Lexus driver, ** so disappointed I opted to get a Toyota. Not only was I required to call the other dealer after I explained that I dont want to be going in multiple times (which the other dealer said I would have to do if Schaumburg couldnt tell them which part it was), but Schaumburg claimed they never determined what part was needed for the fix so they couldnt help me even though they claimed otherwise while we were there. *** now left several voicemails for managers and no one is returning my call. I expected way more of Toyota and am ready to return this vehicle if this is the service I am going to receive. We were required to pay an extra $4,000 over MSRP as is. I shouldnt have to be dealing with a broken car. The dealer by our house has been a dream to work with and are trying hard to remedy the situation but the Schaumburg location should be ashamed of themselves as they are now ignoring my calls. Selling a car with a defect and then turning around and not helping to get it repaired is unacceptable.

  Business Response

  Date: 12/31/2022

  Customer purchased a new vehicle, and during the delivery process it was noticed that a switch for a second row interior light was not working from the manufacturer. Dealer noted it and offered to fix it, but part was not currently in stock. Customer felt inconvenienced by having to return to have it fixed at Schaumburg Toyota and preferred to have the repair done at a dealer closer to her home. Dealer sales manager and sales consultant are in contact with customer to ensure satisfaction moving forward.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18626152
  
  I am rejecting this response because:

  The communication with Schaumburg Toyota has been appalling. They did not do anything to remedy the situation and instead said that they do not contact other dealerships and I would have to do so independently. I asked them to write down the exact part that I would need to ask for at another location given so was not willing to drive 45minutes each way again to have the part fixed at a place who couldnt give me the time of day when I was purchasing the car and instead offered to sell it to someone else on their list instead. They said they would tell me what part to ask for. What I spoke with the other dealership, not only did I learn that Schaumburg Toyota could have looked the part up in their system for all nearby inventory, but they also didnt tell me the part. When I called the next day after realizing that the information they gave me was in fact not a part number, the service department told me that they werent told to determine the part but instead just diagnose the problemwhich I could have done myself. More so, you would have thought that such an obvious issue would have been caught before we came in to pick up the car. The solution was for them to send someone out to pick up the outstanding check. This in itself was a nightmare, as I was told for over a week someone would stop by. I have texts with times where we made sure we were home only for no one to come. They are truly going the extra mile to inconvenience us, and I will not recommend this location to anyone. Absolutely terrible.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 01/09/2023

  After receiving the rejection of our response, Sales Manager ***** Resnick called customer to see what additional solution would result in customer's 100% satisfaction. ***** left a message at 12pm Friday January 6th. As of 12pm on Monday January 9th, we have not heard back from the customer. Customer may contact sales manager directly at ************. Moving forward, we will do everything we can to satisfy the customer. At this point in time, we consider this case closed.