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.

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  Schaumburg Toyota, Inc.

  875 W Golf Road Schaumburg, IL 60194-1327

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  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:07/14/2022

  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 took my 2021 Toyota Highlander Hybrid in on June 30,2022 to get regular scheduled maintenance. I had just bought my car last June so it had just turned a year old and has only ****** miles on it. When I bought the car they told me everything was covered on the car, even the oil changes, for the next two years. They (Toyota), because I cant remember the individuals name, says I need new tires and that is something I will have to pay for. I have never had to buy new tires after only owning them a year! They handed me a piece of paper with four sets of tires and prices to choose from. According to this paper the tires they put on my car dont come with any tread warranty. There are however two other sets of tires that come with a ****** & ****** tread warranty, and those tires are sold for cheaper than the ones they put on my car. When talking to the guy he said hes seen these tires need to be replaced at ******. No wonder why he looked nervous and was sweating when he was telling me this, Im sure hes gotten an earful quite a few times. I deserve new tires for free. I paid for a brand new car with a two year bumper to bumper warranty. They knew these tires were set up for failure and they put them on the car anyway. Almost sounds like a class action suit to me. How many other people have been told they need to buy new tires after only a year.

  Business Response

  Date: 07/15/2022

  Tell us This is the explanation from our Service Manager.    *** Car came in for a 20k service @22872 miles. *** tire expert ***** looked at the tires and found the left front was 5/32 the right front was 4/32 left rear was 5/32 and  the right rear was 4/32 in thickness on the tread. That would indicate the tires would need replacement in the near future maybe **** to ***** miles depending on driving habits. Some people prefer to replace them when the tires get to 4/32 due to wet traction when the treads get low. And some people drive them until they are bald. *** job of the tire advisor is to advise the customers about their tires. It appears he did just that. *** warranty for tires is through manufacturer of the tires. That information is provided in the owners manual with contact and manufacturers information based on what tires are on the car.
  
  Thank you
  Schaumburg Toyota
  8754 *********
  Schaumburg ** 60194
  847-882-1800why here...

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17568628
  
  I am rejecting this response because:
  
  Complaint: 17568628
  
  I am rejecting this response because:
  The tire adviser did his job, this is not the issue. Toyota did not do their job. Not only did you verbally provide me with incorrect warranty information, you sold me a brand new car with tires set up for failure. I referred to the owners manual as you suggested. It states "Tires are covered by a separate warranty provided by the tire manufacturer. See page 29." That page provides you with Bridgestones phone number of ************, which I called and spoke to ******** She confirmed there is no warranty on these tires. This is a problem. I was promised two years bumper to bumper replacement of anything. The warranty book does not state warranty information for tires, it only gives you a phone number to call to get that information, which is deceptive because there is no actual warranty and no way to know that until you call. This is not normal wear and tear, this is excessive and unacceptable for a car that is only a year old. You stated that i could probably get another 8,000-10,000 more miles on these tires. Ill probably hit that in the next 6 months. Which puts me at about 32,00 miles and owning the car for 18 months. The average tire lasts 50,000-60,000 miles or 3-5 years. Theres clearly a problem here because normal wear and tear wouldn't do this. I want new tires for free on the basis that-

  
  1-I was told everything was covered bumper to bumper for 24 months, common verbiage for a car salesman to use.
  2-Your warranty book does not actually state any kind of warranty information about tires, just gives you a phone number to call.So how am I suppose to get this information if your salesman doesn't provide it and its not in your warranty book? You expect all your customer's to call the tire manufacturer while sitting at the salesman's desk before signing the dotted line? Thats Shady!
  3-Before you try to tell me this is normal wear and tear, it is not, its excessive, and you know this.
  4-I spent over $40,000 on this car, tires should last more than a year.
  5-Ive been asking around and it seems to be coming more of a common occurrence with Toyota. These tires are set up for failure, make it right, don't ruin your good name.
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2022

  Tell us why

  Serena,
  
  All the new cars come with a warranty manual from the factory. I have enclosed the page in that guide that explains the tire warranty on your Highlander. Toyota does not warranty tires they are solely warrantied from the tire manufacturer. There is a Toyota *********************** phone number as well **************.
  The salesmans job is to explain the comprehensive warranty.I discussed this with sales associate and he said he did properly explain the comprehensive warranty. The tires provided on your car are name brand tires that are available for purchase from the dealer or the Manufacturer of the tire. Depending on the wear rating some tires will wear more rapidly than others. There are many other options for the application on this car some have a higher tread wear. That being said the higher the tread wear it will compromise traction in some cases. here...

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17568628
  
  I am rejecting this response because: I spoke with ****** at Toyota ********** center. He was no help either. Do you think this is okay? Do you think this is fair and morally right? Ive asked this to the people at Bridgestone and Toyota **********, both just sat there in silence. If you look up the current Rav 4 I also own youll see that I purchased the additional tire protection for that car. When I asked about it for this car it wasnt offered, which to me is even more proof that you knew these tires were set up for failure. This was the only hybrid left on the lot which I paid full price for and added on some extended warranty stuff. At no point did anyone say to me these arent the best tires, maybe you should upgrade to a different model. They couldnt say that because that was the last Hybrid on the lot and they would of lost the sale. I was told bumper to bumper for two years. If you look at the history of my two Toyotas and my previous Lexus youll see we purchased extended warranties before, including the tire one. 

  Whenever you purchase something theres an implied warranty that its going to do what it says. I bought a brand new car with a two year bumper to bumper warranty. If you do not want the tires to be part of the implied warranty, then you need to start putting big orange stickers on the tires stating tires are AS-IS and have people sign off on it that they are aware theyre getting poor quality tires. You keep referring to this warranty book, but that just gives you the run around too. Every section has specific detail of what exact parts are covered under warranty until it gets to tires, then you get the run around. Why is it just a phone number for warranty information in the book? Why couldnt you just state in the book Tires do not have a warranty. Why do I have to call and sit on hold for a half hour with Bridgestone to get the warranty info when it could of been printed in the book or told to me when I bought the car. 

  We are a Toyota family. Both cars are Toyota and all my repairs get done at Schaumburg Toyota. You have done nothing to resolve this except make me feel cheated and ripped off. These will be the last two Toyotas I will ever own. 
  Sincerely,
  
  *************************