ComplaintsforAndy Mohr Toyota

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction or date of purchase was on August 3, 2023. The amount of money paid to the business so far includes Trade-In $3000 Down Payment $2000 5 monthly payments of $1000. The business committed to provide me with a reliable car. BZ4x 2023 started having battery issues on November 30th 2023. On the same day Toyota road assistant came and tow car to the dealer ************* location. **** reported to **, the sales manager. Toyota service department attempted to fix the car without success. While the car was at Toyota since 11/30/2023, there were notifications for battery drainage on 7 different occasions. Reached out for a meeting on 12/06/2023 without success. Please reference images of Car1-Car5 for battery drainage and failure. Attempt of battery drainage, 1st was 11/30/2023, 2nd was on 12/06/2023, 3rd was on 12/07/2023, 4th was on 12/15/2023. After Toyota headquarter sent a technician that attempted to fix the car with 3 more attempt without success.The car is not reliable so I do not want to keep it. *******************

  

  Business response

  02/27/2024

  ************** purchased a bZ4X from ** on August 3rd, 2023.  We understand that the vehicle has had a problem with a battery draw that we've have feverishly tried to diagnose.  We currently have a Toyota certified *** technician working on the vehicle, but we have been unable to trace the source of the battery draw on this vehicle as this issue is sporadic and inconsistent.  We have had a Field Technical Specialist from Toyota come out to attempt to diagnose the issue of the battery draw.  While he was here, the vehicle failed to show the symptoms of the battery draw making the issue difficult to diagnose and repair.

  ************** chose to leave the vehicle here at the dealership, but he is free to take the vehicle.  The problem doesn't always occur, and this makes fixing the problem that much more difficult.  ************** needs to contact Toyota Consumer Affairs to address this problem.  This is an issue between ************** and Toyota North America.  It's not the dealer's responsibility to refund the customer any money related to this transaction.  Further, ************** needs to appeal to Toyota to orchestrate a buy back of this vehicle.  We are sorry that we can't help ************** with this issue, and hope he can get this issue resolved with Toyota.

  Please let me know if you have any questions or need any additional information.

  Respectfully,

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

  General Manager

  Andy Mohr Toyota

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Hi! ******************. 

  I just receive your email and I do not aggree toltally to the dealer decision.

  I steel paying on that car while it is seeting on their lot since November 30th 2023.

  the dealer cannot solve the battery issueinclude the Toyota *** technician. each they tried to fix it, the battery self drained again. And why did they want me to take unfunctionnal and undependapable car home. and it is electric car. " no charge, no start of the engine" and I still paying on that car up to now! they attempt *************** nine (9 times)******** succes. 

  And I have contacted the Toyota manufacturer on this issue.

  The promissed me 30 days! but those days has paased without any solution or attempt to solve the issues. 

  Please advise... see attached document from Toyota manufactuer...

  thanks for your suppot, and I will like to involve the news media ***, which I had decline at the first time filing this cas with you (BBB) 

  Hope to hear back from you soon.

  Sincerely yours.

   

   

  ************** (NENE)

   

  
  Regards,
  
  *******************

  
  

  

  Business response

  03/05/2024

  We have reached out to Toyota North America regarding ****************** issue.  We have been advised that Toyota is collecting all service records and notes for the attempted repairs on this vehicle, and will then submit to their legal team to approve a buyback of this vehicle. As of this writing, we have NO ETA on when this will be resolved.  However, we will check on it often to get an update  Again, the decision to buy back this vehicle rests solely on Toyota North America and Andy Mohr Toyota has absolutely no influence on the decision they make.  If the BBB or ************** have any additional questions, please feel free to reach out.

  Respectfully,

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

  General Manager

  Andy Mohr Toyota

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Toyota Tacoma on 3/23/2023 and as of 6/30/2023 I have not been able to register my vehicle!. They have sent the incorrect paperwork and check amount each time.As of today the finance manager ***** isnt answering or returning my calls.

  

  Business response

  08/03/2023

  Apologies for the late reply...

  *********************** leased a 2023 Tacoma at our dealership on 3/25/2023 while visiting from Texas.

  Unfortunately, there were forms that were specific to ***** required by Toyota ********* Services to fund that we were unable to secure until 4/18/23. Upon receipt of the required forms we were able to get the deal funded on 4/21/23, and therefore start the process of getting the documents sent to register the car.
  

  The paperwork was sent to ***** and was initially rejected for some additional information. When it was processed a few days later it was sent to a *** location 4 hours away from where the customer lives. **************** herself completed the form indicating the *** processing location we should send the paperwork to and upon processing it was sent there. Because it was so far away, the paperwork had to be recalled and sent to an updated location provided by the customer.  This, of course, took more days to process.  The customer had been reimbursed for all registration and late fees.  She has not come out of pocket on this at all.
  
  When **************** called our Finance Director, ******************************** to discuss the lateness of her registration, ***** was unable to answer the phone as she was out of the country on vacation.  When ***** returned, she promptly reached out to **************** and advised we would be covering the entire cost of her registration and late fees.

  Thank you.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 15,2022 I west to the dealership to get a oil change, tire rotation, ns the cabin filter changed. I did not get parts of my receipt that showed where my brakes were on the scale. Imas waited on by *************************. I called a little later. And was told that she is busy.I have waited 3 days for call, back, I called the service **** and talked the lady that answered the phone SHE told me that ********************* is no longer with them. HE gave me an appoix 0f $157 IT WOUND UP TO BE $245.72.

  

  Business response

  12/20/2022

  ****************** requested that we reach out to her concerning the charges on her vehicle.

  My service manager called ****************** and went over the invoice and all charges associated with the services line by line.  ***** services included an oil change, replacement of the cabin and engine air filters, and a tire rotation.  We also performed a diagnostic check on a tire pressure light that came on in her vehicle.  As it turns out, it only ended up being a small leak in the tire, so we did not charge her for this check.

  After further discussion, it seems that ****************** is satisfied with the explanation of all services that were performed on her vehicle.  If she has any other questions or concerns, she is more than welcome to reach out anytime!

   

  Respectfully,

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

  General Manager

  Andy Mohr Toyota

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had gotten a vehicle from them in December of 2021 and have had the vehicle til December 1,2022. The vehicle has had many repairs on it. The vehicle needed the transmission and waterpump worked on in the month of April, it had to also go back because the problem had still existed. In the month of October the head gas gasket was blown. They had the car for 1 month and upon fixing that, they discovered that there was leak stop in the vehicle that wasn't done by me, I brought the vehicle in for overheating not leaks. My financial advisor in the company, told me that he felt that they wouldn't have never know that unless the engine was opened up. That would have been the only way they could've diagnose the problem. I feel that I shouldn't have to pay for something that wasn't done by me. I called and texted to see if anything could have been done to compansate me now they feel as if they still want to bill me for it even though they know that I didn't make the problem. I feel as if they didn't check my vehicle out before they sold it to me. The manager of the company feels that he doesn't want to compansate me because the vehicle has been gone from them in the whole year. I feel they should have put me in another car without any extra money down or they should put the radiator and heater core on without any charge. I have given ****** a month from January til now. My insurance is ****** I have a warranty but the *************** doesn't want to assist in paying for the repair because of supporting leak being in it.

  

  Business response

  12/20/2022

  While I understand ******************** frustration with his car, and the repairs that have had to be performed, it is difficult to ask the dealer to warranty a car that the customer has been driving for almost an entire year.  I don't know of any dealers that would make any such accommodation.

  The stop leak that **************** says was put in the car unfortunately prevents the warranty company from covering a repair related to that system.  I concur with ******************** financial advisor.  There would be no way of knowing that any type of stop leak product would have been used to address a leak unless the engine is torn apart.  There is always a risk when buying used cars.  Some cars such as higher mileage, older cars have more risk of breakdown than a late model vehicle with low miles.  Sometimes things like this happen.  I would be happy to look at ******************** car and see if we can replace the radiator and the heater core at a substantially discounted price.  Further, I can attempt to trade the customer out of the car.  I don't know how much more that will be, it will be determined by ******************** equity position in the vehicle, his credit score, and down payment to determine if we can do this in a way to fit his budget.  We will definitely make a good faith effort to trade him out of the car if he wants us to pursue that avenue.

  Thank you.

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

  General Manager

  Andy Mohr Toyota

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Camry on 7/26/22. I sent an online ad to the salesman. Their advertised price was $29,500. When purchasing, I asked about mats. Manager said anything in the car was included in the price. **** were already in there, and therefore included. The only addition I agreed to was the certification. I was told there was no deals being made at the time and the online price was the price of the car. I assumed I was purchasing the car for the price of $29,500. I agreed to a monthly payment of about $620 and asked that there not be an early payoff fee. I Checked my receipt the following week, and was shocked that I owed a total of $43,300.44 with a car price of $35,671.00. This is well above (about $6,000 above!) the online price they advertised it for. I was also told my extended warranty would cover me to ******* miles. ***** when I received paperwork it states that it's only covered for ******* miles. *** when I got my statement from the lending company, it already includes an early payoff fee for $761.69! So I owe $44,562.06 on a used Toyota Camry that has a value of less than $30,000. I tried to call Andy Mohr Toyota twice. Both times I left messages and no one called me back. They currently have 2021 Camrys for sale in the ****** price range that have lower miles than my car did at the time of purchase. My desired resolution would be to get the car at the advertised rate, plus the certification, and taxes. All the "extra" costs were hidden from me by their dog and pony show should be removed. That is bad, underhanded, business. They should also remove the early payoff fee.

  

  Business response

  09/27/2022

  I would like to thank **************** for bringing this to my attention.

   

  First to the issue of the service contract and the mileage at which it expires.  The customer bought a certified vehicle from us.  The certified warranty is a powertrain coverage only and expires at 100K miles.  That is the form that she received from Toyota.  She should have received a second form, which is attached under the "****** Product Acknowledgement" bundle  that shows that the added protection she purchased turns the powertrain only coverage to a factory bumper to bumper warranty that does indeed expire past 100K miles.  If you refer to this Toyota ********** form, you will see that it says the warranty goes 72K miles from the mileage of the vehicle when it was purchased from us.  I want to assure **************** that her warranty coverage goes beyond 100K miles on her odometer as was agreed.

  Secondly, on the issue of the pricing on the vehicle buyer's order.  You will see two lines that add up to the subtotal price before that price is taxed.  If you refer to the "Other Aftermarkets" line, this is a subtotal of the Window Etch, ******* Paint Protection, and the Tire & Wheel warranty that **************** purchased.  The reason it is up in that area of the buyer's order is because these particular warranties and guarantees are taxed in the ****************.  As such, they need to be in that line for our software to correctly and accurately tax the transaction.  **************** did not pay $35671 for the vehicle.  The $1976 in "Other Aftermarkets" include Window Etch for $299. ******* Paint Protection for $599, and $1078 for the Tire & Wheel protection.  These items can be seen in the "****** Product Acknowledgement".  **************** agreed to the purchase of these ancillary products and signed on every document as agreed.  

  Thirdly, on the pre-payment penalty that was mentioned.  We have several different lending institutions. Some banks have a pre-payment fee, some do not.  The banks that typically have a pre-payment fee have lower interest rates, whereas the ones without tend to have higher interest rates.  As with every customer, we try and fit the best financial package for the customer that will yield the lowest possible payment that the customer will agree to.  The pre-payment penalty is based on the balance of the loan.  So, as **************** continues to make payments on the vehicle and her balance is reduced, so will this fee. 

  Finally, on the issue of the pricing of the vehicle.  All of our certified cars can be seen on the internet.  If you scroll below to our disclaimer section it says the following:

  "Price does not include applicable tax, title, license, processing and/or $199 documentation fees, or certification fees, if applicable"

  If you refer to the worksheet where we worked ******************** deal, you will see the certification fee is clearly marked on the worksheet AND included in the final total number.  It is itemized for the customer for transparency reasons.  **************** continued to negotiate and eventually agree to buy the car.  On the attachment labeled "****** Worksheet Back Page", my sales manager wrote with "all coverages" and **************** signed her acknowledgement agreeing to the terms of the deal.  It seems clear that all items and ************** purchased were agree to by **************** and evidenced by her signature.

  In summary, I want to empathize with **************** and her frustration with this transaction.  I do see that she signed everything that she agreed to purchase, and it seems clear that everything was explained with an amount of transparency that I am satisfied with.  With that said however, I don't want **************** to have any ill will towards our dealership.  And, although it is NOT customary for a dealership to refund a customer money on something like this, I would like to try and make **************** happy.  In the interest of customer service, and even though all the documents seem to be in good order between seller and buyer, I am willing to refund **************** the sum of $3000.  It is my hope that **************** will be satisfied with this outcome, and I hope she can see we attempted a good faith effort to make her happy.

  Thank you for the opportunity to respond to this.  Feel free to reach out if you have any questions or need any more information.

   

  Respectfully,

   

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

  General Manager

  Andy Mohr Toyota

  Customer response

  09/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Toyota Camry hybrid from Andy Mohr Toyota March 21, 2022. In May I noticed a terrible sound coming from my engine. The rest of May I did not drive the car as I could not I scheduled to take my car to the service department on June 3, 2022. The advisor told me the short block malfunctioned therefore they would replace it. I was given a rental to drive. They replaced it, but notified me there was still a notice coming from the car. Since they have had my car, Toyota has instructed them to break down my engine 3 separate times to find where the problem is coming from. Per the service advisor, Toyota has refused to replace the engine. Weeks from by without Toyota communicating with the service department. I also go weeks without answers from ***************** as the advisor never answers or returns my calls. In July and August I spoke with the sales manager and the service manager expressing my dissatisfaction with the lack of communication and delayed responses. I asked to trade the car in being that they can not fix the car. The sales manager stated I have to wait until the car has been fixed. The service department states that Toyota is asking for lots of documentation in order to agree to replace the faulty pieces. As of August 29 the advisor told me that the same piece they replaced was faulty prior to placing it. They are now waiting on Toyota to agree to approve it again. This is extremely frustrating as I have paid 4 car payments without actually driving the car. I also paid for a warranty, however Toyota is fighting to acknowledge my warranty. I am asking for help in resolving the matter.

  

  Business response

  09/11/2022

  We can certainly understand our customers frustration. The issue is not with the dealer directly, rather with Toyota and the speed of which they are handling this warranty claim. We have given our customer a loaner vehicle to use free of charge while this work is in the process of getting approved by Toyota. We are equally frustrated with time its taken to get this warranty claim approved. 
  

  We have finally received approval from Toyota to get her engine replaced, and will work diligently at getting the part in and the work done quickly. We apologize for the time its taken to get this repair done, but we have done everything at the dealer level to handle this expeditiously. Unfortunately, there are times when we have to wait to get approval from the factory to get a repair covered under warranty, and this can at times take longer than it should.  We empathize with the customer, but we can assure her at this point, we will get the work done as quickly as possible. We desire to get the customer her car back on the road as much as she does.

  Thank you. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Andy Mohr Toyota ***** advertised a Rav4 Hybrid for $32,400 (attached picture). After our test drive, we liked the car and started negotiations. The sales rep shared with us a bill for the itemized purchase price, which included an additional $4000+ "certification" fee on top of the car's $32K advertised price (bumping total price up to $36K+ actual). He said it was to cover the certified pre-owned warranty (which they openly advertised as part of the car). They refused to remove it so we left. ** wasted two hours of driving.So *** is openly advertising certified pre-owned cars but not disclosing additional fees which make the price much higher. In our example, the price was ~13% higher than advertised because they did not disclose this exact fee up front. I request that they either include the fee into their advertised online pricing OR lower their actual price by not charging this fee. My opinion is that it is reasonable to expect small fees for processing, but a 13% fee that isn't disclosed is fraudulent advertisement. What reasonable shopper would expect an additional 13% fee that wasn't advertised to cover a feature that is openly advertised?My wife and I test drove the car on 8/4/2022 at roughly 5PM EST. ****** was our Sales Rep. ** arrived in a 2017 Silver GMC Yukon. Here is a link to the Rav 4 in question: https://www.andymohrtoyota.com/used-Avon-2019-Toyota-RAV4+Hybrid-LE-*****************?utm_campaign=cars.com_deeplink&utm_medium=referral&utm_source=cars.com

  

  Business response

  09/12/2022

  First, I want to thank ******************** for reaching out to the BBB to express his displeasure over the pricing of the vehicle, and for giving us a chance to respond.

  On EVERY listing of our used cars we have a disclaimer at the bottom of page.  In that disclaimer, it states "Price does not include applicable tax, title, licensing, processing and/or $199 dealer documentary fee, or certification fees if applicable".

  With that said, I am surprised and disappointed that my sales staff (particularly my managers) didn't try and negotiate terms with ******************** as it was clear he was trying to purchase this vehicle.  I would like to offer the chance for ******************** to reach out to me directly (if he hasn't purchased a vehicle yet) to try and either work out terms on this one, or try and offer him one of the several new ones I have coming.  I also want to sincerely apologize to ******************** for not working hard enough to come to mutually acceptable terms on this vehicle...as it seems it was a "take it or leave it" approach, which is not the way I want to do business.

  My contact info is as follows:

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

  General Manager

  Andy Mohr Toyota 

  ************** (direct office number)

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

   

  Thank you for your time.

  Customer response

  09/20/2022

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  First off - I would like to take ****************** for taking the time to respond to my complaint. 

   

  Unfortunately, ********************** response does not address my concern. Although ****************** does point out the disclaimer, it is worth noting that the disclaimer is at the very bottom in the smallest font possible. Additionally, the fee noted was over $4,000 which is not a simple administrative fee. Hiding the fee at the bottom appears to be an attempt to market the vehicle at a (much) lower cost than they wish to actually sell it. Why not instead include the fee in the price of the vehicle so consumers know the actual sales price upfront? I also find it strange that the fee's value is not listed in said disclaimer. if the fee is static, then why not list "does not include $4,000 certification fee" at the bottom? Again - I believe this is an attempt to hide the actual vehicle's cost from consumers in an attempt to get them in the dealership.

   

  One side note for ****************** - I failed to mention this in my initial complaint but the sales person provided us with an itemized fee list up front. When walking us through each fee, they named each fee EXCEPT for the $4,000 certification fee (instead jumping over it). I believe this was a further attempt to hide the fee from us during negotiations. Thankfully I noticed and called the salesperson on it but I feel it was a predatory sales tactic.

   

  If Andy Mohr Toyota is willing to update their website pricing to include the certification fee in their pricing then I would reconsider my complaint. Otherwise, I am disheartened by their sales tactics and unwillingness to transparently include their certification fee in their online pricing.

  
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January of 2022, we purchased a 2020 Toyota ********** limited with under ****** miles. **** the date of purchase, the cars touchscreen has not worked properly/consistently. The dealership has been made aware multiple times, has had the vehicle in for multiple service appointments going as far as to replace the entire screen. The problem was supposedly reported to Toyota. It has been 6 months since our purchase and we have yet to have the vehicle working properly, despite everything being under warranty. We have contacted the service department manager as well as the general manager. The general manger currently is trying to get us to purchase a new, more expensive car as a solution. Accruing more debt is not our idea of a solution to a problem that is not ours to fix. The general manager was made aware more than a month ago that a complaint would be made to the BBB. As anyone that makes such an expensive purchase (over $40,000) we just want a vehicle that works as designed to do.

  

  Business response

  06/27/2022

  I am very familiar with the ******** family.  They purchased a 2020 Toyota Highlander from us back in January.  The vehicle only had **** miles and was a fully certified Toyota used vehicle.  After driving their vehicle for awhile, they noticed that the infotainment screen was severely malfunctioning to the point that it was rendered useless.  ******** the screen would appear to operate normally, and at times the screen would freeze or turn black with no display.  ********* and sound would still function but the rest of the screen would not work.  They brought it in several times to our dealership to perform a repair.  At first we weren't able to duplicate the problem.  Then, our customer was able to bring it in while it was doing it.  At that time, we reset the radio to factory guidelines per Toyota's instruction.  It started to malfunction again shortly after, so we then replaced the radio per Toyota's instruction.  Unfortunately, the radio malfunctioned again, and we were left without options.  We called Toyota after we were able to capture live data while the screen was malfunctioning.  Toyota indicated to us that they have seen this problem in other vehicles across the country and they were working on a fix.  They noted that they didn't have an ETA on that and that it could take some time for them to publish a technical service bulletin that would properly address the issue.  It took several weeks for Toyota to work through this.  While this was going on, our customer grew weary of waiting.  This had in fact been going on for several months.  Certainly, the customer had every right to be frustrated, but we weren't able to do anything about this until Toyota came up with a solution.  We tried to trade the customer out of their vehicle and into a brand new 2022 for the same payment, financing only $4000 more than their used 2020 with **** miles.  The customer didn't want to do that.  So we were at a standstill.

  Fortunately, since this complaint was originally filed, Toyota published a ***************** Bulletin to address this known problem with the customer electronic infotainment display.  It required some new hardware and another update and this was to fix the issue.  We got our customer into our service department as soon as the part arrived, and were able to get their repair completed quickly and in a timely manner.  I have since followed up with our customer, and they have indicated that their screen has been functioning with no issues at this time.

  Please feel free to reach out if you have any questions or need any additional information.

   

  Respectfully,

   

  Ben Mendoza 

  General Manager

  Andy Mohr Toyota

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Toyota Camry on 2/6/2021. When making the purchase, I was told about a paint protection package that would clear up any scratches or dings on an annual basis through the maintenance package for the next ****************************************** a while, so I thought at $599.00 this would be a good thing to have. I recently went this year for the 1st annual maintenance, and I was disappointed when ******* explained that this product I purchased for their company through the dealership was actually just a coating protectant, and that they would not clean up any issues with the *********** is a daily driver, and their "protection" couldn't even protect my paint when it was hit in a parking lot, and the paint started coming up. This product is basically just to keep the paint looking shiny and new, which I do not care about, and I would not have purchased if I was explained the product properly. I have called twice to speak to them about this, as ******* said I would have to go through the dealership to get any resolution. The first time, I was told they would speak to their manager and get back with me. It has been weeks since with no response, so I called back again today, 4/1/2022. They said unfortunately, even if I was mislead at the time of my purchase, since the salesperson no longer works there, they cannot help me. They also mentioned because it is a taxable product, they cannot offer any sort of refund whatsoever. If I am only using 1 or 2 out of 10 years of a warranty package that I was falsely advertised by a salesperson, I feel that I should at least get a prorated refund. I have no interest in this, and I will not be using it ever again. In that case, I feel that I should be given at least some of my money back, especially since that salesperson no longer works there for some unknown reason.

  

  Business response

  05/05/2022

  Unfortunately, there is no product available that prevents actual scratches from occurring on your vehicle.  ******* is a product that maintains the showroom finish and shine of the exterior paint of your vehicle.  The only thing that fixes scratches is buffing them out (if they are only in the clearcoat), or wet sanding and painting the car if the scratch is all the way to the bare metal.  

  ******* is a product that once applied is non-refundable.  However, in the interest of customer service, we would be happy to refund half the amount that you paid for this product.  We sincerely apologize for the lack of communication regarding this.

  Please feel free to reach out should you have any questions or require any more information.

   

  Respectfully,

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

  General Manager

  Andy Mohr Toyota

  Customer response

  05/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I just noticed today that I finally received a response to my complaint.

  Here is my response to you and the business:

   

  It appears that Andy Mohr Toyota responded to BBB on May 5, 2022.

  They clearly still did not understand my full complaint.

  I paid for a MAINTENANCE of 10 years for a ******* protection plan, thus what I paid is for 10 years of an ANNUAL MAINTENANCE service.

  The original product is long gone.

  Since I only used 2 out of the 10 years, I should get an 80% refund, not half.

  Since it was a MAINTENANCE package, I was expecting them to maintain the integrity of the paint when I brought it in annually for service, but it is clearly an overpriced shine package which was not well explained.

  Also, it is now May 27^th, and I have yet to personally receive any response from Andy Mohr Toyota.

  So as of now, I am not satisfied with their response, and I currently have no contact or resolution from this company.

  An 80% refund would be $479.20.

  I would appreciate someone from ***************** reaching out to me and making this right.

   

  Let me know if you need anything else from me.

  Sorry it took so long, but I had a death in the family recently and was not on my email as much as normal.

   

   

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

  Registered ************************ Client Associate

   

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

  
  
  

  
  

  

  Business response

  06/03/2022

  In the interest of customer service, we will refund the amount the customer feels they're owed.

   

  Please feel free to reach out if you have any questions or need any additional information.

   

  Respectfully,

   

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

  General Manager

  Andy Mohr Toyota

  Customer response

  06/15/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction January 27, 2022 (1/25/22)Taken By ******************************* Total Amount Paid $875.06 Business committed to provide me: Repair shattered headlight housing Nature of dispute: The business did not repair the shattered headlight housing. They just replaced the bulb that was already in working order and charged me for it. I have left four voicemails for ******************************* (all unreturned), three voicemails to the general service voicemail box (all unreturned), and two voicemails for service manager ***** (last name unknown, all unreturned voicemails). I've spent about five man hours hunting down information, calling *****************, leaving voicemails, and searching for conflict resolution. ***************** has yet to return my call or refund my money.Whether or not the business has tried to resolve: No Account/tracking/order number RO Number ****** Transaction Code **********

  

  Business response

  03/17/2022

  This was a miscommunication from the start and my service manager has indicated that he spoke to her on four separate occasions.
  
  
  The customer seemed to make the assumption that the repair she needed was a bulb replacement, thinking that was the only thing that was needed to complete the repair.  In truth, she needed the entire headlamp assembly.
  
  
  She called my service manager and left a voicemail so he called her back and she said she really wanted the headlamp assembly to be replaced, not a bulb replacement. He apologized for the miscommunication, even though we were told to replace the bulb and he told her he would be able to credit the bulb price of $39.99 towards the headlamp price.  He expressed to her that he needed to get with the parts manager to get the price of the assembly.
  
  
  About 30 minutes later he called her again with the price. My service manager doesn't seem to remember the exact quote, but thought is was about $750 to complete the repair.  She did not like the price and wanted to find a different part. She never let us know if she wanted to order ours or what she wanted to do.
  
  We are happy to refund her the $39.99 which is what she spent for the bulb.  We are happy to send a check to cover that amount.

  Please feel free to reach out if you have any questions or need any additional information.

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  Firstly, the business said that I was the one who was confused about what was needed to repair the headlight. When I called, I said I need a shattered headlight to be repaired. The lightbulb itself was in working order, which I said on the phone. If I was the one that was confused about what needed to be repaired, why didn't they call me to say "Hey, the lightbulb appears to be working well, there's no need to replace it." It's really frustrating that they are blaming me for the miscommunication when I clearly said the headlight is shattered. The only thing that's shattered is the headlight housing. And again, I repeat: THE LIGHTBULB WAS ALREADY WORKING - WHY DID THEY REPLACE IT? 

  Secondly, there's no mention of the multiple phone calls I made, including to *******************************. All of those calls went unreturned. Why? Yes, the manager ***** did call me, but he did not call me back to provide a cheaper estimate on repairing the headlight. So there was no "decision" for me to make because I had no choices presented to me other than the $750. They've made it seem like they did everything on their end to resolve the situation, and they didn't. 

  Thirdly, the cost of the headlight lightbulb was $80, not $39.99 as stated in their response. 

  Fourth, I want a bigger refund than that because of my own time spent on getting this issue resolved. I spent $90 on purchasing a headlight housing and about 7 hours of my own time repairing my vehicle myself (plus the five hours of my own time spent making phone calls, leaving voicemails, with *****************). The main reason I took it to ***************** was so that I didn't have to spend my own time fixing it - which, ultimately, I did end up having to do. So ***************** cost me my own personal time (when I already have a full-time job and a household to run) and I want to be reimbursed for this frustrating mess where I've been ignored and insulted by the staff. This isn't about refunding the exact amount of the lightbulb, it's about making me whole again after not getting the customer service that ***************** "prides themselves on." 

  This might be a ***** point, by the way, but ***** absolutely did not apologize for the error on their part. He hemmed and hawed, and said "Well, you'd be surprised what clients want us to do," "You should have been more clear in your needs when making the appointment," etc. ***** literally blamed me for their mistake, which has been incredibly infuriating in itself. Their customer service is absolutely rotten with no focus on care or making the customer feel better. I'm not someone who believes the customer is always right, but in this case, they are treating the customer like garbage. I literally took the service manager to the front of my car and  pointed at the shattered headlight. I don't understand how the miscommunication could have occurred from there, nor any effort to have a better understanding of my needs. 

  ***************** even called me later in the day to say that I needed additional work (brake pads replaced). Why didn't they take that phone call as an opportunity to say "You requested a lightbulb change in your headlight, but it's already working. Do you want us to proceed with replacing it?" From there, I could have clarified that it's not the bulb, it's the shattered headlight housing. 

  Please refund half of the amount I paid, which comes out to $400. I know you want to only refund $39.00 but that doesn't cover all the time and grief I've spent trying to get a simple resolution or even a call back. Why didn't ******************************* call me back after all the voicemails I left him? Why didn't ***** call me back after she swore that she would? Why didn't ******************* me back with a cheaper option for the headlight replacement? The only calls I got was from *****, who had a poor attitude to begin with and was happily, eagerly blaming the customers for the miscommunication. 

  
  Regards,
  
  ***************

  
  

  

  Business response

  03/22/2022

  ************,

  While I can appreciate your frustration regarding this issue, and can empathize with you regarding the time you spent on this, I don't think it's fair for us to refund you half of what you paid to have your vehicle repaired.  You have only expressed dissatisfaction surrounding the issue with the headlight repair and not with the other needed repairs of your vehicle.  Had these repairs been directly related to this headlight repair, I might have taken a different stance, however, they are completely different and unrelated repairs.  I have addressed this internally with the staff involved in this, and hope that you will find that acceptable.

  I do see the error I made with regards to the cost of the headlight repair.  I will go ahead and refund a total of $80 for the cost of the headlight repair.  I will get a check sent out tomorrow vis US Mail.  

  Please feel free to reach out if you have any questions or need any additional information.

   

  Respectfully,

   

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

  General Manager

  Andy Mohr Toyota

  Customer response

  03/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  to the manager: you ****. 
  
  Regards,
  
  ***************

  
  

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