ComplaintsforExpressway Motors, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very bad experience! I just wanted to buy a new car, they didn't give me a good price, and they wanted to buy my used car at the lowest price. I told them I didn't want to sign a contract for now, but they still kept my car keys and wouldn't let me leave until I paid a $500 deposit. It was like a nightmare.Before signing the contract, I told him that my English was not good, and he did not tell me that the money could not be refunded. When I later asked for a refund of the deposit, he refused.

  Business response

  05/06/2024

  Request Extension
  
  We have spoken to and were asked by the Customer call him back due to his work schedule, since then we have not been able to speak with customer to discuss this matter. Sales Manager Has called to communicate with *******************  regarding this matter. During the first call customer stated days and times of best contact. We have spoken to and were asked by the Customer call him back due to his work schedule, since then we have not been able to speak with customer to discuss this matter.    There has been to communication since that day. Due to Customers work schedule. Called No Answer. We would like the ******************* to call and speak with ********************* at ************
  
  To resolve this issue we request and extension due to customer work schedule.
  
  Respectfully,
  
  ***************************
  Customer Service Manager
  *****************************************************************************************************
  ********************************
  Tel:  **********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refaniced my car and they told me car will be ready with new plates in two weeks and that was not true so what I did was cancel my old one and now they are telling me I need to renew it .

  Business response

  04/12/2024

  Customer is al set and his car has been registered and has been driving with new registration Since 4/8/2024 
  We have no control over previous registration. Only new registration 
  We cannot do anything with the previous registration. 

  Respectfully,
  
  
  ***************************
  Customer Service Manager
  ***************************************************************************************************
  ******************************** 
  Tel: **********************
  Fax:**************

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently brought my RAV4 in for service. ***** came on saying it was time for a checkup. Made an appointment for 10am the next day. Was on time for the appointment but was kept waiting for 2 1/2 hours. Nobody even looked at the car until *****. When they finally did the work, it was done in 1 1/2 hrs. $600 odd in parts was fine. But when I got home and really looked at the bill. $1300 charged for labor!! For 1 1/2hrs of work. Keep in mind the posted sign advertises $179 per hour for labor. I complained to both the service Manager and the Dealership Manager. Of course they said there was nothing they could do. Those were the rates. Even though "posted" rates were significantly less. I even complained to Toyota North America who, of course, sent me back to the dealership. Yeah, that's big help. If you want to get completely ripped off for labor, bring your car in to this service center. I recommend bringing it to your local mechanic or any other dealership. This place is a complete rip off. And as long as they get their money, you have no recourse. They don't know the meaning of customer loyalty or doing the right thing. It's ALL ABOUT THE MONEY AND HOW MUCH THEY CAN MAKE OFF YOU

  Business response

  01/23/2024

  I am writing in response to Complaint #******** filed on 1/20/24 by *************************. To resolve this issue we are prepared to offer the ************************* a $200.00 Service Credit. We called **************** to give him the credit and there has been no answer. We have not been able to speak with customer to offer this credit.

  
  Respectfully,
  
  ***************************
  Customer Service Manager
  *******************************************************************************
  *******************************************:  **********************
  Fax: ************** 

  Customer response

  01/23/2024

  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 resolution of a $200 service credit was not adequate. I would like at at least $1000 off my $2300 bill
  

  
  

  Business response

  01/29/2024

  January 29, ****
  Reference: RO # ******
  
  Here is what my research found.
  [Mr./*****************************], declined the $200.00 Service Credit offer to be used at this dealership only. The $200.00 Service credit is standing and is a direct and purposeful good will effort to rectify this situation. To satisfy and to maintain ****************** as a valued Expressway Toyota Customer. There was nothing outside of the normal policies and procedures in regards to this matter ****************** authorized all work to be done/completed. We have taken great care to look into this. Our offer will not exceed the $200.00.
  
  Please Contact and ask to speak with
  Service and Part Director
  *******************
  *********************
  
  
  Respectfully,
  
  
  ***************************
  
  Reference: RO # ******
  
  ***************************
  Customer Service Manager
  *******************************************************************************
  *************************************************:  **********************
  Fax: **************

  Customer response

  01/30/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  a $200 credit to be used only at this shop? They are not going to be kind to me. Plus it is not enough when my bill was $2300. Does the BBB now do any kind of investigation to see why I am so upset at this?? I have also tried to find contact info for the **** brothers, owners of the dealership but cannot find it.

  I am not satisfied without a partial refund of what I paid

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my first vehicle in Jan 2023. At the time of purchasing the car, I received 1 license plate. ********************** also did my inspection sticker.When I did the inspection sticker in Jan when I was getting the car, it received an R. I was told to drive the car for a few more miles and come back to get a new sticker.I came back within 60 days, and Toyota did my inspection sticker again and it passed. At this time I still only had 1 license plate.Now that 1 year has passed and I have to get a new inspection sticker, I was informed that I need 2 license plates in order to pass an inspection. I called Toyota and they claim they do not know what happened to the other license plate. They are unwilling to help me and claim they dont pass cars with only 1 license plate. That information is false because they passed me which is against the law. And they were required to give me 2 license plates which they never did.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday, August 25, 2023 I went to this business for service on my vehicle. I chose a maintenance package and because I visited during the week, I had a $30 off coupon. The service tech went over what I wanted and specifically did not accept his recommendation for a transmission flush or differential flush. While waiting I received a text saying my inspection was performed and indicate the differential flush was a pre-approved service. I immediately spoke with the service tech and indicated I did not approve the differential flush and his response was well, you signed the work order. (***, he was having trouble with his IPAD, so only my first name was on the order). I told him the work order was to be as discussed. After my vehicle was done, he said he gave me a $50 discount on the differential flush. When I got home, I realized he only gave me $20. He counted my $30 coupon which no way that should have been included. I spoke with the **************** Manager on Monday, August 28th and told her the story and she indicated she would research this and call me back. Of course she never called me back, even after I left her another voice mail on Tuesday morning, 8/29. She will not return my calls. I feel they frauded me by giving me a $280 service I declined.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/28, I took my vehicle to Expressway Toyota for a diagnosis due to my airbag light that was on. I explained that this was a insurance claim and they had already inspected the car but needed the diagnosis to determine if rodents had damaged my wires. After completing the diagnosis, ****************** at Expressway Toyota took it upon themselves without my consent to request payments from Geico, they ordered parts to start repairs. When I questioned the transaction, the service team, retaliated against me and refused to answer calls or reply to emails asking for clarification. As a result, they also retaliated by charging me $550 because they took it upon themselves to tear down my car and charged me for the labor- I've agreed to pay for the diagnosis test I requested for but will not pay for anything additional that the service added to my original request.

  Business response

  08/04/2023

  The 2014 Camry owed by ********************************* to be diagonosed because the air bag light was on. WIth inspection of vehicle we found that most likely rodents chewed some wiring. The customer insurance company was involved and they sent an inspector here to check the damge. The adjustor asked us to remove seats so they could see the extent of damage. The insurance company sent an estimate of repair. We ordered the parts needed to repair the vehicle properly. The customer contacted us stating he did not want to do any further repairs to vehicle and for us to reassemble the vehicle. We have reassembled his vehicle and charged him for the labor cost. Customer has taken his vehicle from **********************. Expressway Toyota is in the process of returned all the parts that were ordered back to Toyota corporate.

  Customer response

  08/04/2023

  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 # ********. 

  At approximately 10:02AM today, I went to pick up my vehicle. Upon arrival, I spoke the service who originally handled the intake of my service request to run a diagnostic on my car for the airbag light. I asked him to provide me with a copy of the signed service receipt that I did on 7/28, but he couldn't find it. He printed a new service receipt with additional charges for services that Expressway Toyota took upon themselves to do.  I never asked the service team to call my insurance company, I asked them to run a diagnostic but they decided on their own to do extra work and as a result, thry charged $550 extra and charged my credit card which I didn't sign the payment receipt.   Then, they pulled the car out of their garage but did not return the car they way I left it with them. The back seats were removed, and one of the seatbelts missing. When I asked to out the seats back they way I left it, the rep ********** was forced to call the police which I did and they made them put it back. Now, i need my $550 back that they charge for taking my car apart without my consent.  

  
  Regards,

  *******

   

   

  Business response

  08/07/2023

  Expressway Toyota did not contact ********************** insurance company. The insurance company was contacted by the vehicle owner. The insurance adjuster did come to the dealership to put togather an estimate of repair. The adjuster asked us to disasemble the vehicle further to see what  other damage has been done. The insurance company sent an esitmate of repair and we order the parts that the vehicle needed. At this time ********************** said to stop any more work on his vehicle he stated he will pick up vehicle. We made him aware of the charges due because he decided not to proceed with insurance. When we were returning the vehicle to the customer we had failed to reinstall the back seat , which we did at the time of pick up. Customer was satified with the install of seat and left with his vehicle.

  Customer response

  08/07/2023

  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 # ********. 

  I've attached a picture of a text from August 1st at 3:47pm where the service advisor, DJ stated that he was going to call the insurance company.  At this point, Expressway Toyota had already took my seats out and claimed to have spent 3 hours doing so. Then, they proceeded to charge my credit card.  They have yet to provide me with a signed receipt of the said charge. I never agreed to have any other than a diagnosis done. That's the signed agreement I had and nothing else. 

  The seats were put back they way I left them, after the police responded and demanded that they put it back. This is unacceptable and disappointing customer service experience.   All this because Expressway Toyota wanted to charge me and repair my car without any signed agreement.  As a result, they retaliated against me and charged my credit card for $881.56. 
  Regards,

  *******

   

   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03FEB2023 at **** hours I took the vehicle for its regular ******************* call" as was indicated on the vehicle's dashboard. Upon arriving at the business ******************* (service advisor) offered to assist. Based on the flyer for Expressway Toyota S.M.A.R.T. maintenance service guide as the vehicle had 31K miles it required lube, oil/filter change, rotate tires/break inspection, air filter replacement, wheel alignment, replace cabin air filter, transmission service (******************* decided this was not important at this time), multi point vehicle inspection per manufacturer, fuel induction service, replace wiper blades (front), The total for this was $ ****** USD for which ******************* offered a payment plane called ****** to pay-over-time. In order to facilitate the process ******************* verbally calculated that the total including taxes would amount to $ ****** USD amount used to pre-qualify for the service plan. The application was approved for $ ******* USD line of credit the car was left with ******************* and the ************* (Toyota) group. At **** am hours I received a call from ******************* stating the vehicle was ready. Main you with all that was required the shop finished in less than 2 hours. ******************* was made aware that I was going to work upon dropping the vehicle off. At no time did ******************* state that the same person who dropped of the vehicle must be the same individual who recovered. My daughter went to pick up the vehicle ******************* proceeded with bias to give a bill for $ ****** USD to be paid. With prejudice as ******************* had already proceed my application and was in full agreement that the service was to be paid using the pay-over-time service. Of course, my daughter was not told of this by ******************* and the $ ****** USD bill was paid. Clearly Expressway Motors service team are deceitful using all leverage to steel from their customers. The BBB should investigate into how many times this has or continues to happen.

  Business response

  02/06/2023

  Customer was approved for ****** customer and informed that they had to come back with license and debit card in order to complete the application.
  
  Due to miscommunication Customer sent Daughter in the pick up the vehicle ****** could not be approved it with her information. This was explained to customer and customers daughter. Daughter paid for services and vehicle was released.

   

  Respectfully
  ***************************
  Customer Service Manager
  700 ****************************,
  Dorchester, ** 02124
  ********************************
  Tel:  **********************
  Fax: **************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went for a vehicle inspection on 10/1/2022 at Expressway Motors, Inc. My car passed the emissions test & failed their tire inspection. I took it for re-inspection on 10/8 & was told to file a complaint because the tires were fine. The clerk said I was all set at the first inspection, but placed the inspection report on my car seat & handed me my registration back.I am very disappointed in there dishonesty & would like a proper sticker.

  Customer response

  10/12/2022

  I am including the Vehicle Inspection Report that was left on my car seat.

  Business response

  10/26/2022

  I Spoke with ***********************************-**** on October 26, 2022  And explained the reason for rejection was due to the Tires being dry rotted and cracking.Not due to the Treads which were fair.
  I also explained the reason to reject if evidencing deterioration of the tire structure visible.
  Customer Stated Thats not true I do not think I should be taking to you anymore.
  I explained the information again offered to send a copy by mail.  (Mail sent)
  
  Non-Commercial
  Chapter 4 Safety Inspection Tires and Wheels 540 CMR **** (11)
  ************* Vehicle Check
  Ch ****

  Customer response

  11/08/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Date of the transaction: 08/20 -The amount of money paid: $3,000 -Details:Last Saturday (08/20), I visited a dealership (Expressway Toyota of ****** (700 ***********************, ******, ** *****) to look for a car. I asked to repair two parts of a car before the purchase of the car. A salesman (*****************************, **************, **************) promised that the car will be repaired on Monday (08/22), and he wanted me to deposit $3,000 and I paid it. On Monday (08/22), the car was the same as before, but I was constantly asked to pay in full first by him. He said he will repair the car after the full payment. I declined it and asked for the refund of the deposit $3,000. I called him many times, and visited the dealership. The car is still as it was, and he still refuse even partial refund of the deposit. We hope to have the refund of the deposit.-The nature of the dispute: The dealership did not keep the promise; they did not repair the car in time, and still the car is the same as it was.-The dealership constantly asks me to pay in full, refusing the refund of the deposit ($3,000).

  Business response

  09/12/2022

  Problem has been resolved. Refund Issued.

  ***************************
  Customer Service Manager
  700 ****************************,
  Dorchester, ** 02124
  ********************************
  
  
  Tel:  **********************
  Fax: **************
  

  Customer response

  09/13/2022

  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.

  Specifically, I thank the BBB officials who mediate in this case and Expressway Motors business for generously accepting the request of the refund of $3,000. Please confirm the refund of $3,000. If I misunderstood the Expressway Motors decision,please let me know.

  Regards,

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

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 KIA **** from Expressway on July 1, 2021 but after A month or so the engine started to overheated I take back to them to fix which they did but two weeks after that the engine started to overheat again. Its been almost two months now they have my truck and ever time I call or go down there its always they are waiting on the parts then parts turning into a new engine with that being said no one call me to let me know anything I have to go down there for them to tell me what is going on with my *********** know there are not being honest with me.

  Business response

  10/29/2021

  In response to the customers statement, please note we are doing all we can to resolve the issue.  The customer purchased a 2018 *** through our dealership in July 2021.  She began to have an issue with the vehicle and checked it into our service center on 09/09/21.  It was found there was a cracked engine head and some parts needed to be ordered to correct the problem. 
  Unfortunately, there is a major part shortage and back log on part shipments across the country.  We informed the customer of this situation and told her we would notify her when the parts arrive.  We are aware this is frustrating however the matter is out of our hands.  Regrettably,we have no solution to this situation except to wait for the parts to arrive.  We continuously check for estimated time of arrival, and update the customer.  The customer expresses that we are not keeping her updated.  As I mentioned, she has been informed and kept up to date the entire time the vehicle has been in the service center. She stated she feels we are not being honest with her about the parts being on backorder.  We have no reason to be dishonest with her.  We want to fix the vehicle for her as much as she wants her vehicle.
  I would like to mention,we understand her frustration and have taken measures to accommodate her.  She has been provided a loaner vehicle for the entire time her vehicle has been in our service center.  In addition, as a courtesy, we have made her car payments for the time the vehicle has been here and will continue to do so.   
  At this point, there is nothing more we can do other than wait for the parts to arrive.  We will continue to update the customer with information as we receive it. 

  Customer response

  10/29/2021

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Danika

   

   I do not accept what this business had submitted because first all I would not make a complaint where my facts will be wrong. No one told me that there was a cracked in the engine to begin with. If I known that was the problem from the jump then I will would have understand that its a major issue. My biggest problem with them that I stated to two managers that no one call me to keep me updated. I spoke to *************************** and *********************. There is no need to lie when this business know that they never keep me updated. If I never spoke to ********************* he was the one to go to the service department and find out that they actually order a new engine as they claim. He was the one be completely honest with me at the time to tell me the truth when I have been coming to down there to find out what is going with the truck. I am not stupid I know everything is on back order but this business was not being honest. They have never made any car payments on my truck so there  is no need to lie.

  Business response

  11/01/2021

  I completely understand the frustration Ms. ********* is feeling with regard to her vehicle repair.  It has been a long time waiting for the parts to arrive to complete the repair on her vehicle.  We are working with her in every possible way to correct his issue and accommodate her while her vehicle has been in the shop.  She has been communicated with by the Service Advisor and the Service Manager, as well as one of the Sales Managers.  We have provided her with a loaner vehicle for the time her vehicle has been in the shop at no cost to her.  We have also issued a check to her for the amount of $660.00 to cover her for the car payments she made while the vehicle is in the shop.  This check was issued to her on October 21, 2021.   I am not sure why she is denying that we have reimbursed her for the car payments.  We have documentation to verify a check was issued to her for $660.00 for these payments.  We will continue to work toward a resolution to this situation.  We are waiting for the parts to arrive and once they are here we will complete the repair.  Again, I understand it is frustrating to not be driving the vehicle she purchased, and want her to know we want a resolution to this as much as she does.  

*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. ↩