ComplaintsforRoyal South Toyota

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took out Toyota Sienna for 10 years Maintenace check at Royal South Toyota. They did routine oil and filter changed and advise us to change the bushing as its 10yrs and ****** miles on vehicle. We agreed and got it fixed by them. After getting our vehicle back we notice our AC system not working properly its getting air but not cooling at all. We called and been asked to bring vehicle back. Now we been told that they can fix it for $ 2600 +. We never had any problem with our AC system which we tried to explain but no ear was ready to listen. We decided to bring our vehicle back from them and we been asked to pay $ 200+ to get our vehicle back from them. We bought this vehicle from Toyota as new 10 years ago and being loyal customer, we always took it to them with all maintenance and repair issue. Our vehicle AC is not working currently with this hot summer in *******. Thanks to Royal Toyota South

  Business response

  06/28/2024

  On 6/05/24 ******************* brought in the 2012 Sienna for service.  *********** included an oil change, tire rotation, cabin and air filter replacement, rear axle bushing replacement, and an alignment.  On 6/19/24 the 2012 Sienna was brought in because the A/C was not blowing cold.  Our shop ******* diagnosed the A/C issue.  Using a leak detector our shop ******* found that a freon leak was present under the dash.  The failed part is the A/C evaporator core.  This is a very labor intensive repair.  The dash and all associated HVAC duct work must be removed in order to gain access to the A/C evaporator core.  The evaporator core must be replaced, then the dash gets reinstalled, and finally the system gets a fresh A/C charge.  After reviewing the previous service we have found no correlation.  The A/C system is leaking under the dash in the interior of the vehicle.  No repairs were made near the A/C system during the previous service.  Thank you for reviewing- *****************;

  Customer response

  07/11/2024

  Thank you for following it for us, though I do not agree with their explanation. this is not the first time this has happened to me, last service time I end up with broken switches and malfunctioning glove compartment, and in end would apologies for delayed response as I was out of state with minimum coverage 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the body shop for repair after an accident. When I received the car back, the rim was changed, but the tire wasnt. I commented that I knew this wasnt a new tire S it had a gash in it. And the man asked if they were supposed to change the tire in my plan. I answered with, isnt it state law you have to change the tire if you change the rim? He immediately said yes, Im sorry, and Ill have to order that. When the vehicle was returned to me again, it shook. I called and was told to bring it to the body shop. They said they aligned the tires and balanced them and it wasnt shaking. After I drove the car again, it again, was shaking, so I called again and made an appointment. I was told it cant be anything serious we just checked it all out. So I waited for the next appointment which my husband could also go to, and this time we were told all four tires (which we bought 2 years ago at this dealership) were all now inroad worthy and could blow at any time. And surprise, just past the factory warranty, nothing they could do. I asked if we could buy 3, and get the 4th comped since we should have had one changed at the body shop, and they had a coupon offer for that in 2 weeks. I was told by the service manager that he would ask and call me back. He never did. After work, I called and discovered they had put 750 dollar each tires on my car without my authorization and that if I didnt want them there was no one there to take them off, I would need to either leave my car or rent one, or pay the ***** total for the new tires they thought I agreed to. I asked why they never called me back, to confirm as they said they would and was told they got busy.

  Business response

  09/23/2022

  I called the customer, *********************, around 4 PM on 9.22.2022.  We spoke about her experience at Royal South Toyota.  She suggested we help her install a different brand of tires on her vehicle, and I agreed to do so.  I also suggested that we would like to invite her back to the dealership so we can inspect her vehicle and try to identify the "vibration" she is feeling while driving.  If we can better identify the vibration, then we can propose a solution to eliminate the vibration.  **** was going to think about our conversation and call me back, perhaps next week.

   

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

  Royal South Toyota

  General Manager

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service date 2/24/22 for installation of anti theft device on *************************** Prius @ Toyota dealership. Botched service made a problem that did not exist. Left car overnight to fix, no follow up. checked in on car & told to take it & leave. asked to speak to manager, was told to leave after card given to me. I insisted on staying to understand why I was not provided more info and how the botched service happened, card was ripped from my hand and told to get the f*** out while ***************** got in my face and kept approaching me in a physically threatening way. after leaving, contacted GM who offered no resolution except encouragement to come back for new service. Then contacted ********************* Executive VP for some resolve. Offered nothing and pushed me back to GM who said weve met an impass and nothing more I could do.

  Business response

  03/14/2022

  Royal South Toyota thinks it is best that ************ take his business elsewhere.  We disagree with his perspective of events (indeed, we asked him to leave the dealership and he refused to leave, which is weird).  The catalytic converter shield was installed on his older Prius Hybrid, and our business is now completed.  We will be offering no discount on this repair.

  Customer response

  03/17/2022

  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. 
  
  Whats weird is being asked to leave after requesting to speak to the manager because of failure to install a part properly the first time and having the job inconvenience for 2 days without offer of any concierge at a dealership. Saying Ill wait for the manager to get back from lunch, I was told to get the f*** out, have the manager card ripped from my hands and be physically threatened by being stepped to more than once by some guy getting in my face. The problem here is not me. Its the unacceptable service and treatment of Royal South Toyota that is of concern. I received no apology, no anything from the Service techs, General Manager or Executive Vice President. 
  

  I took my complaint to Toyota Corporate. Of course Royal South asks me to take my business elsewhere. They are of zero help, a complete waste of time, rude, insulting, have poor service techs and require customers to pay full price while calling you to consider selling your car to them. They have enough problems of their own. Bloomington is my hometown. Unacceptable leadership and service have no place.
  
  Regards,
  
  *******************

  
  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  B"H Please see enclosed Letter To BBB.pdf .

  Business response

  09/17/2021

  I'm the General Manager of Royal South Toyota here in Bloomington.  I've reviewed this customer complaint, and also reviewed his repair order, including interviewing our Service Manager.  The assertions and complaints presented by Yehoshua Chincholker do not match the facts we have regarding this situation.  Yeshoshua Chincholker asserts that he was not made aware of the full estimate until after he picked up the vehicle.  This is untrue.  Royal South Toyota presented a full estimate to the customer before customer agreed to complete any repairs.  I'll present the situation from our point of view below.

   

  1) Customer had his vehicle towed to Royal South Toyota.  Customer stated a loss of power in vehicle while driving as well as shaking.

  2) Royal South Toyota spoke verbally to the customer informing him of the diagnosis fee.  Customer agreed to the fee.

  3) Royal South Toyota assigned a technician to diagnose the issues of the vehicle.  Technician listed a whole host of issues, ranging from brakes needing replaced to a faulty O2 Sensor. 

  4) Royal South Toyota addressed the full estimate with the customer.  Customer asked if replacing the O2 sensor could fix his stalling issue.  We advised that it could, but we would not know until we replaced the sensor.  At this time we advised the customer of the full estimate--over $2,000 in maintenance work needs.  The customer wanted to proceed with the replacement of the O2 sensor in the hopes of fixing his stalling issue.

  5) Customer authorized the repair of the O2.  Royal South Toyota completed the repair of the O2 sensor.

  6) Customer agreed to pay for the repair, and faxed us his state issued Tax Exempt documentation. 

  It is our belief that the customer was advised of his vehicle's mechanical status, advised that replacing the O2 sensor may not fix his stalling issue, advised that the brake issues were a major concern and needed to be addressed.  

   

  I've attached two PDF's.  The first is a copy of the Repair Order paid by Yehoshua Chincholker, including an estimate presented to the customer.  On this estimate, you will see multiple lines representing multiple issues found with the vehicle.  The green thumbs up icon indicates the items that were approved.  The red thumbs down icons indicate items that were declined.  The second PDF includes the paperwork associated with the repair order, including diagnostic reports, tax exempt forms, and communications from the customer.

   

  We will offer no refund to this customer.

   

  Andy Long

  Royal South Toyota

*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. ↩