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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 11,2024 I brought my car to Herb Chamber of Toyota to have my car key connected to the vehicle. I dropped my car off at 7am and when I went back at 11am my car was not even brought into the bay to be looked at. I left and returned at 1:15pm and was told that my car was being taken apart and it would cost me ****** dollars to fix. I went there to have my key connected to my vehicle so I can lock and unlock my door with it. I told the manager this and asked to have my car back. I was told in order to get my car back that I would have to pay ****** dollars. My car was not fixed nor touched during this process as I was looking at it parked. Please assist as I feel they charged me for nothing. Thank you
Business response
07/17/2024
HI MY NAME IS *************************, THE SERVICE DIRECTOR FOR HERB CHAMBERS TOYOTA BOSTON. CUSTOMER ****************** WAS IN OUR SERVICE DEPARTMENT ON 07/11/2024 WITH HER 2015 TOYOTA CAMRY VIN# ***************** WITH ***** MILES. CUSTOMER ****************** COMMUNICATED TO ** THAT SHE LOST HER KEY BUT HAD A SPARE KEY, BUT NOW WHEN CUSTOMER FIRST OPENS THE DOOR ***** WILL TURN ON. THE ***** ALSO GOES ON WHEN DRIVING THE VEHICLE. ALSO KEY REMOTE NOT WORKING WITH THE DOORS. WE EXPLAINED TO THE CUSTOMER ****************** THAT THERE WAS A $179.00 DIAGNOSTIC FEE FOR THE ****NICIAN TO DIAGNOSE THE VEHICLE. CUSTOMER ****************** AGREED AND SIGNED PAPERWORK. WE THEN TOLD THE CUSTOMER ****************** WE WOULD GET THE VEHICLE IN THE **** FOR DIAGNOSING. THE VEHICLE DID NOT GO IN THE **** RIGHT AWAY, BUT THE WORK WAS DISPATCHED TO THE ****NICIAN. ONCE THE VEHICLE WAS DIAGNOSED, WE CONTACTED CUSTOMER ****************** WITH THE FINDINGS. THE ****NICIAN FOUND THE VEHICLE HAS AN AFTERMARKET ***** SYSTEM. **** ALSO FOUND THE ***** SYSTEM HAS SEVERAL ***** THAT HAVE BEEN CUT AND LOOSE, THERE WAS ALSO EVIDENCE THAT SOMEONE HAD PREVIOUSLY BEEN TAMPERING WITH THE DOOR PANELS. THE **** REQUESTED TO START WITH REMOVING THE AFTERMARKET ***** SYSTEM AND REPAIRING THE ***** TO START. WE CONTACTED CUSTOMER ****************** FOR AUTHORIZATION OF $716 TO TAKE CARE OF THE WIRING. WE ALSO PERFORM A MULTI-POINT INSPECTION ON EVERY VEHICLE. WE FOUND FRONT BRAKES AT 3MM AND REAR BRAKES AT 1MM, ALSO FOUND R/R BRAKE CALIPER SIEZED, ALSO RECOMMENDED A ENGINE AIR FILTER REPLACEMENT DUE TO BEING DIRTY, CABIN AIR FILTER REPLACEMENT DUE TO BEING DIRTY, , ALSO RECOMMENDED A ENGINE COOLANT REPLACEMENT: DUE TO THE MILEAGE, BRAKE FLUSH: DUE TO THE MILEAGE. CUSTOMER ****************** DECLINED ALL REPAIRS. WE STRIVE TO PROVIDE AN EXCEPTIONAL EXPERIENCE FOR ALL OUR CUSTOMERS @ HERB ********************************************* OF ********************. WE WILL NOT REFUND THE $179.00 TO CUSTOMER ******************. I DONT BELIEVE THAT THIS IS FAIR FOR BOTH PARTYS. WE ARE WILLING TO ISSUE AN IN-HOUSE CREDIT FOR $89.50 THAT CAN BE USED AT ANY TIME FOR ANY SERVICE OR MAINTENANCE OR PARTS. THANK YOU, *************************,Customer response
07/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
03/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have complaint about the noise of the car from the bottom after I changed a wheel/rim on this location.I got the response, Your service visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previse visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed. The diagnostic charge is added to repair of the vehicle. We strive to provide an exceptional experience for all of our customers.If you would like us to take a look at your vehicle. I can discount the diagnostic charge down to $60.00. I do not satisfy this response since the sketch noise is only coming after the changes of the wheel and rim. I guess they did something wrong on the maintenance but they want to charge not only the dianosis but maybe more later. I do not know how should I trust them since this happened before that they diagnosis something wrong and asked me to change something.Business response
03/09/2023
Hi Mr. **, this is the second complaint to the BBB. as I mentioned in my previous response to your complaint. *********** visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previous visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed. We strive to provide an exceptional experience for all of our customers. If you would like us to take a look at your vehicle. I can wave the diagnostic charge for you. We will look at your vehicle at no charge and then we will inform you of what your vehicle will need.Customer response
03/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The solution provided by the provider is interesting, but the provider did leave any contact information, who should I contact and what is the phone number?
Regards,Sheng
Business response
03/20/2023
Hi Mr. *** I am not sure what you would like me to do, it's been over a year since you been to Herb Chambers Toyota. We are trying to help you. Call me at ************ and speak with *************************. He will help you.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I replaced a new tire and rim 8 month ago on Toyota Herb (it says 12 month guarantee). After the replacement, I can hear some noise (mental sketch noise) from the bottom of car when turning or on the small bump on the road. I thought it maybe not a big problem and will test on next maintenance time with them (I trusted them). However, when I went here for maintenance and tell them the problem, they asked for a diagnosis charge ($169) first and may need to pay more later. It is ridiculous that we need to pay for their possible mistakes.Business response
02/10/2023
Hi Mr. ******************** ******* visit on June 14, 2022, Repair Order number ******, we replaced a left rear rim and a left rear tire due to being damaged. The warranty is 12 months or ****** miles whichever comes first, for any defects on repairs. The reason we ask for a diagnostic charge, it's just in case the issue your having with your vehicle has nothing to do with the parts we replaced on your previse visit. Mr. ** you will only be charged if the issue has nothing to do with the wheel or rim, we installed. The diagnostic charge is added to repair of the vehicle. We strive to provide an exceptional experience for all of our customers.
If you would like us to take a look at your vehicle. I can discount the diagnostic charge down to $60.00.
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