ComplaintsforO'Brien Motors, Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was sold a lemon law car

  I had a warranty I got this car about 6 or 7 months ago so my warranty does not until the end of next month we try to talk to the business since we bought this card and tried to tell them you sold us a lemon law car and they said well you got 6 months out of it they don't want to replace the car fix the car they want nothing to do with the car they have lied about a lot of information they lied about the Carfax they lied about how much interest they lied how many people own the car I'm just really upset I don't know what to do because I'm stuck with a car that's going to mess up my credit when they knew and laughed that they sold me a lemon car

  Customer response

  06/13/2024

  I had a warranty I got this car about 6 or 7 months ago so my warranty does not until the end of next month we try to talk to the business since we bought this card and tried to tell them you sold us a lemon law car and they said well you got 6 months out of it they don't want to replace the car fix the car they want nothing to do with the car they have lied about a lot of information they lied about the Carfax they lied about how much interest they lied how many people own the car I'm just really upset I don't know what to do because I'm stuck with a car that's going to mess up my credit when they knew and laughed that they sold me a lemon car

  Business response

  06/13/2024

  In reply to Complaint ID ********, from ***********************, ******* Toyota, which is the dba for O'Brien Motors, *** shows no records of selling a car to an ***********************, nor do we have records in our search for customers with the phone # of ************.  If a vehicle was purchased with a different name please provide those details including the description of the vehicle.  Please include the make, model, and vehicle identification number (VIN).  

  Thank you.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off for an oil change and warranty work for my heat not working on a 2014 Toyota Avalon 10/17/22. I let a week go by before I called to get an update on the services. When I called my service manager assigned to my car was busy and I was told **** would call back later. He never did. I attempted a few more times to get through to him or someone that could give me an update on the progress. I reached out to my warranty company to see if they could give me some kind of update. They approved a servo unit the day before 11/07/22. I got an update from another service manager letting me know that the part failed so I would need a whole hvac box replacement and that the part needed was on back order. By 11/17/22 I called about a loaner vehicle and I was told no. Its going on three months waiting for my car and Im feeling like Im getting a run around. I dont know what else to do I called Toyota headquarters and they were no help either. I just talked to my case manager *** for the first time today after three weeks of Toyotas customer complaint time promised a call back three times from ***. Im on the verge of losing my job because I dont have my car or a car to get to work or make my door dash deliveries. If I knew it would be this long because of a parts shortage I would have never dropped it off.

  Business response

  12/15/2022

  The part that was required to fix ************************** 2014 Avalon was on backorder from Toyota.  We recieved an *** of 12/8 from Toyota.  Then, prior to 12/8 they changed the *** to 12/12.  Then, prior to 12/12 they changed the *** to 12/16.  The part arrived today (12/15).  We are installing the part now.  The repairs should be completed by tomorrow (12/16) by end of day.  Unfortuately, we do not have any control over the backorder status of parts from the manufacturer.  We originally orderd the parts as CRITICAL, which notifies Toyota that the car is inoperable.  At the time that we first ordered the part we did offer to put the dash back in the car so that the customer could operate the vehicle while waiting on the part.  He had indicated that he had another car to use so that would not be necessary.  We are sorry for this inconvenience caused to **********************.

  Customer response

  12/16/2022

  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.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 Toyota Highlander Hybrid with **** miles was stolen off the OBrien Toyota dealership lot twice over two weekends while being stored there for servicing for a Toyota recall. Car taken in on Friday 9/11/21 for servicing on recall, but a problem with new part, so my car undriveable. Left there for over a week when notified by Manager,*****************, on Monday 9/20/21 that car stolen @ 6AM Saturday 9/18/21 off their chained in lot. My car was left for servicing with both remotes, like I always had since taking my car there after purchased in 2019. I left them in vehicle in plain site & told service advisor I left remotes in my vehicle. ***************** claimed they only knew of one remote & thief probably used other remote left in car. However, if remote left inside ******** is left locked & armed properly, kill switch wont allow you to start car when door opened without a remote used to open ************** Car was recovered on Wed 9/22/21 by Beech Grove PD with one remote & suspect & drug in car. OBrien picked up my vehicle on Fri 9/24/21 from wrecker service & drove to their dealership. It was stolen again on Sunday AM 9/26/21 & thief involved in high speed chase with IMPD & had accident & totaled my vehicle. I was notified by **** with OBrien both times the following Monday, even though police were notified asap. That made it late for me to contact the credit bureaus to lock my accounts for ID theft and my insurance. I never received the video to view of my car being stolen by police or OBrien. IMPD cant explain how my vehicle was only one targeted to be tampered with & stolen twice. Was the thief the same person both weekends? Was it an inside job with the help from an employee & involved a drug ring? Why didnt OBrien do more to protect my vehicle by deflating the tires or storing it inside the service bay to prevent it from being stolen a second time. Their insurance denied my claim and OBrien never apologized, but treated me like it was my fault

  Business response

  01/05/2022

  Please see attached response.

  Customer response

  01/06/2022

  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. 
  

  1.  I notified the Service Advisor writing up my order that I left my remotes in the vehicle.  One was left on dashboard & other next to center gear shifter, both visible for driver to see.  I usually left both remotes with my vehicle while waiting on it to be serviced the past two years at OBrien Toyota. There is no signage in the service area stating to only leave one remote, or to physically hand over the remotes to the advisor, or notify them of how many remotes are with your vehicle. I never thought twice about it, since my vehicle was only in for a Toyota fuel filter recall for a couple of hours, while I waited on it.
  
  2. I never received any communication from the ******************************************* about my stolen car case. I had to research information on my own secondhand, from OBrien Toyota sole contact, *****************, General Manager and FOX 59 News, that had news coverage on the second incident and accident on 9/26/21.  In fact, ************ was out of state at a Toyota convention after my vehicle was stolen the first time, & requested I only communicate with him & call or text him on his cell phone. OBrien Toyota insurance adjuster was contacting me about where my car was physically after it was stolen & recovered the first time, since he couldnt find out from his own client. Numerous calls, emails & text messages between myself, ************, and insurance agents was to try to get this complicated mess resolved over a month or so. Not to irritate him & be a nuisance, which was his attitude towards me. I am the customer and injured party without my vehicle to drive. Sure wasnt good customer service.
  
  3.  The rental vehicle provided to me was probably paid by Toyota *********** & not OBrien, due to the fact that my vehicle was still under the original manufacturer warranty and recall.  I went without a vehicle for over a month, due to OBrien demanding their rental back, before I had my insurance settlement from my own insurance company to purchase another vehicle.  I am single and retired and my vehicle that was totaled was my sole transportation in Fishers area where I live.
  
  4.  OBrien Toyotas own business lot insurance carrier should have reimbursed them for any damages from the theft and damage of their fence.  They could also try to *** the car/drug dealer for damages.  If my insurance has to pay for me to get another vehicle, then their insurance should pay for their losses.  That is only fair.
  
  5.  Delayed notification of thefts.  I wasnt notified of the first time my vehicle was stolen at 6am Saturday 9/18 until the following Monday 9/20 about Noon, by ************ in a voice mail & phone call, which are documented on my cell phone, not 2 hours as stated.  Both weekends my vehicle had been stolen, they waited till the following Monday, about noon, before notifying me about the thefts.  Police were notified immediately, but never contacted me directly &  I had to call the **** Detective.  In the delay, my personal info was stolen out of my vehicle by the drug dealer and I had to freeze all my accounts, which was delayed.  ************ stated to me in a humorous tone when calling me about the second time my car was stolen that you wont believe what happened, your car made the weekend news and was stolen again.  No, I couldnt believe they didnt do more to secure my vehicle from being stolen a second time.  Lock up my car inside their service bay building. Reprogram the remotes for the vehicle. Deflate the tires or remove one of them.  Take out the hybrid starter battery.  They did nothing different than the first time it was stolen.  I had to leave the vehicle at their facility for their insurance adjuster and police to look over after it was stolen the first time.  They were responsible.
  
  6.  I was never given the opportunity to view any video footage from OBrien of when or how my vehicle was stolen.  When ************ called me about the theft the first time, he was the one that told me they were researching to see if the theft was possibly an inside job. It has still not been explained to me why my vehicle was targeted for theft the first time.  If locked & armed properly inside their secured lot, even with a remote left inside the vehicle, when the vehicle door is opened, the alarm goes off and the kill switch on the engine is activated so it wont start. The **** Police Detective couldnt even explain to me how my vehicle was stolen each time and even if it was the same suspect.  He had no knowledge about the remotes, or how many were recovered with the wrecked vehicle.  One remote was recovered by Police the first time my car was stolen, so OBrien should have had 2 remotes in their possession before my vehicle was stolen a second time.  The original one they say they knew about & the one recovered by Police that they picked up with my car at the wrecker service. If both remotes were recovered & accounted for before the second theft, how did the thief use a remote to steal my vehicle a second time? OBrien still claim they only had one remote.

  I was the one that asked the detective if it was possibly an inside job or a drug ring and he didnt know.  He was investigating the accident & said the suspect was never arrested in the second theft, so the city wouldnt be responsible for any of his medical bills sustained from the accident he had with another vehicle after the high speed chase with police. The suspect in the first theft was arrested by *********** Police & drugs confiscated in the vehicle along with one remote. 

   

  7. Never once did anyone from Toyota *********** or  OBrien Toyota reach out to me to help me in finding another vehicle to purchase or to offer at a discount price after my insurance company settled my car claim. They basically washed their hands of these incidents and left me with the worst customer service experience I have ever dealt with.  I would never recommend OBrien Toyota for servicing or purchasing a vehicle for anyone.  I was told by Toyota ************* they couldnt help me, since the Toyota dealership was an independent contractor.

   

   I have since purchased another vehicle with ********************* Toyota in Lafayette and experienced great customer service.

   

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