Complaints

This profile includes complaints for Jerry's Toyota, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jerry's Toyota, Inc.

  Baltimore, MD 21236-3709

• 

  Jerry's Toyota, Inc.

  8001 Belair Rd Baltimore, MD 21236-5700

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new 2025 Toyota Camry XSE in September 2024 from ******* Toyota. On 3/29/25 I noticed my car had started making a noise in the front end when the vehicle is in reverse and the brakes are applied. I immediately reached out to the service department who informed me they could not get the vehicle in for 4-6 weeks and had no rentals. Since this is a new vehicle, I reached out to my salesman who managed to provide me with a rental and get my car in to be inspected. I dropped off my vehicle on 3/29/25 and received the rental. I noticed in my LoJack app that they were driving my car between 8:30-9AM on 3/31/25. I received a phone call from **** around 1PM to tell me that the noise I was hearing are the brake pads shifting in the bracket and that it is completely normal and to come pick up my car. I do not agree with this. They did not inspect my vehicle, did not look under it, just took it for a drive. I then filed a complaint with corporate as I do not feel comfortable driving my vehicle with my child. They connected me with the customer relations manager who basically said the same thing and blamed it on the fact that my car "already" has 8800 miles on it. Either way the vehicle should not be making noises like this. It is still a new car. They are refusing to do anything on my vehicle, the paperwork they wrote up states that I refused a multi-point inspection, which I did not. They did not discuss the work with me at all, just called and told me it was normal and to come get my car. They clearly cannot be bothered to look into it and confirm that there isn't something wrong. I have reached out to corporate again and I am waiting for a call back but I will file every possible complaint to have this issue corrected. I was dismissed and turned away in an over $40,000 vehicle that I just purchased.

  Business Response

  Date: 04/02/2025

  Customer dropped her car off to us on 3/29/2025, Repair order written at 3:06pm as emergency drop off and yes was provided a rental to use during inspection process. Car was brought into shop Monday morning 3/31/2025, inaccurate claim by customer in regard to vehicle not being looked at and not quite sure why customer would think or feel that way nonetheless I do have camera footage of the Camry in shop, on lift in the air for visual inspection. While I can understand someone not agreeing with our diagnosis, I'd have to ask what are you basing that off of? Customer stated knowing we test drove vehicle and we do see these vehicles on the daily and do have Toyota trained technicians working on them. We can offer customer to return and drive with a technician themselves but the noise that was heard was determined to be what we stated. Maybe the customer is actually hearing something else, maybe we heard a different noise than they did, not quite sure. We stand by the offer to drive with technician and or get a second opinion. If we found something wrong with vehicle we definitely would have advised that as we don't get paid for the job from manufacturer without doing a confirmed repair but it has to be a "confirmed" problem that we are repairing, we do not just throw parts at a car. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23145849
  
  I am rejecting this response because:

  I do not believe they are understanding my point here and how it has been handled completely unprofessionally and incorrectly. I specifically stated to the service advisor that called me to tell me the noise was my rear brake pads shifting that 1 brake pads are not supposed to move and that is not normal, and 2 that the noise was coming from the front end NOT the rear. He continued to dismiss me and basically tell me that it is my fault for putting 8800 miles on my car in 5 months. Which by the way, is NOT a lot. This would be an entirely different conversation if we were talking about 88 THOUSAND miles. This also would have been entirely different if I would have been told that they would take another look or to maybe offer me to come in and ride with a technician BEFORE I had to waste my time and come get my car that still is making this noise. Instead of offering anything, I was told repeatedly that my car was perfectly fine and to come get it. I also have reason to believe that my vehicle was not thoroughly inspected as the work order even states that I refused a multi-point inspection which I most certainly did not. If anything I asked for it, considering I would think this would be necessary to even evaluate the noise/problem. Even when the customer relations manager reached out to me, she did not offer anything. Her phone call was basically telling me that my car was normal and once again dismissed me as if I have no idea what I am talking about. The entire point of all of this is to make you understand the ignorance that I have had to deal with after purchasing a brand new vehicle and the only way to even get anyone to look at it in the first place was to contact my salesman. Once I receive an acknowledgement for that instead of basically covering for your employees, I might be satisfied. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/08/2025

  Unless you are willing to come in with the car and drive it with a Toyota Tech we cant do anything.  You blasted us on every social media site. At this point I think you should find an alternate dealership to service your car.  If not please make an appointment with ******* to try to make you happy

   

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

  GM

  Jerrys Toyota 

  Customer Answer

  Date: 04/08/2025

  I do not want to either accept or reject their comment. I just want them to know that I did take my vehicle to another service dealer that actually took me seriously. That I will never buy another vehicle from them and I will never send anyone else there ever again. 

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/15/25, my husband and I went to Jerrys Toyota on Belair Road interested in a 2025 RAV4 Hybrid XLE with specific options in mind. ***, the salesperson, indicated that since there was no vehicle meeting our specifications on the lot that he could tag for us a vehicle scheduled to be built within the next couple of weeks that met all of our criteria but that it required a deposit of $500. *** went on to inform us emphasizing that the deposit was fully refundable if for any reason we did not want the vehicle. After taking our deposit *** said his general manager, ****, told him that there is the exact vehicle at another location where the deal fell through with a previous customer and he could have the vehicle delivered to Jerrys within the next couple of days. On 2/21/25, when we went back to look at the vehicle in person, we discovered that there were some options that we wanted that were not on that vehicle and decided we did not want to purchase it. When we asked if there was a vehicle set to be built with all of the options we wanted, *** told us these vehicles are very rare Unclear answer so we asked for our $500 to be refunded. ****, the general manager, told us absolutely we would be refundedthen added we would be refunded once that vehicle sold.then additionally added we would be refunded once that vehicle sold for the amount that Jerrys was originally going to sell it to us for. These were things that certainly were not stipulated originally when we put the $500 down nor did we sign anything stating any such agreement. To date, the vehicle has not sold and we have not received our $500 either.

  Business Response

  Date: 02/27/2025

  We will refund the deposit once we sell the vehicle. We went over and beyond to get a vehicle for these people.  They put insurance on the vehicle and quite frankly wasted a lot of our time.  

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  
  Sincerely,
  
  ********** Kitchen

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mini van (toyota sienna 2021) new at the beginning of **** after the birth of my second ***** Toyota put out a recall in the spring of 2022 for the passenger airbag. I received a notice about the recall in the mail. Since I've become aware of this recall, I have called *****"s Toyota ************** (****************************************************************, **************) every few months asking if they have updated information as to when this airbag will be fixed. I have also asked them in person about fixing the recall when I have had my oil changed or work done on my car. Each time, I've been told that there are not parts to fix the recall and that they should be coming in soon. Other times, the service center employees have said that they have no idea when the parts will come to fix the recall. We are now approaching spring of 2025, and it is unacceptable to me that the recall for the airbag, which has a risk of death, has not been fixed. I recently moved to *****************, ** and was also told by the Toyota ************** near me that they have no information about when the airbag parts will arrive to their service center to be able to fix my van. This is 3 years later, with no information about when a potential fatal issue will be fixed. I need to use my toyota sienna for my family, and I do not want any harm to come to us because toyota has not fixed this issue in a timely manner. I have just filed a complaint with ***** and ***.

  Business Response

  Date: 02/03/2025

  Thank you for bringing this to our attention. We at the dealership strive on being very clear in updating customers on recalls.  I did research this issue on the van.   I have attached the information that we have in reference to your van. Unfortunately, the DEALER only can do what TOYOTA the manufacture does on recalls.  I checked with ******* our service manager. She said a free loaner is available until the fix is available.  All you have to do is to tell us that you are uncomfortable in driving the van.  We do have Sienna's available Please let me know when you would like to come in to do this.

   

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

  GM Jerrys Toyota

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

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car making a loud knocking sound

  Business Response

  Date: 12/11/2024

  See attachments for response and repair orders as well as Carfax history report

  ******* *******, Service Director for Jerrys Toyota

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, November 15, 2024 I went to ******* Toyota to make a cash purchase of a new 2024 Toyota RAV4, we NEVER discussed any potential financing option for this purchase. It was cash deal from the moment we walked in the door. During the purchase paperwork my salesperson, **** ** asked for my social security number. After questioning why he would need my social security number for a cash purchase he informed me that it was not for a credit application but for "the bank" because of the large check. The purchase went smoothly and I was happy, A few hours later, my credit reporting service pinged me with a hard credit inquiry! I was LIVID! I called the salesperson immediately and he had his sales manager call me back. I told him I felt deceived and lied to as I specifically questioned the salesperson, **** as to why he would need my social security number in the first place for a cash deal! The sales manager asked me how he could "fix it". I told him that the fix I wanted from ******* Toyota was to correct the reporting to all three credit reporting agencies and reverse the hard credit inquiry to my credit report. I take impeccable care of my credit and I am appalled at the way I was outright lied to in this case. Due to this hard credit inquiry my credit score has been immediately impacted negatively for a purchase that I made in cash. To put this in simple terms, this is a deceptive business practice and should not happen. If I had been informed up front that the dealership was going to pull my credit report I would have reconsidered how I made the purchase or perhaps not done the deal at ******* Toyota at all. In closing, I would appreciate any assistance the Better Business Bureau can provide in this matter.

  Business Response

  Date: 11/19/2024

  We have to run a **** report on EVERYONE that buys a car from us.  Sorry it was not communicated properly from us.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22564823
  
  I am rejecting this response because:

  I specifically asked my salesperson who stated he had more than 20 years experience as to why he needed my social security number. I specifically asked if this was to run a credit report and he said NO!

  I'm not sure how that could have gotten lost in translation.  Unethical and deceptive business practice! 

  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/22/2024

  SORRY for the confusion.  We would not of sold a car to you unless you did not provide this information

   

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22564823
  
  I am rejecting this response because:

  I would have been happy to take my business and my cash elsewhere to make this purchase.  Why wouldn't my salesperson with so much experience have indicated that a hard credit inquiry was required for any purchase at ******* Toyota when I specifically asked the question?   An outright lie!  

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the summer , I made an appointment with Jerrys Toyota, because my engine maintenance light came on. When I called and made the appointment the lady told me I need an oil change I stated again that it wasnt a regular maintenance soon message like it was in the past, this was a new message I had never seen. Long story short I go to my appointment they change my ********** claim everything was fine, even on the paper work they gave me it said everything was fine with my car. I drive down the rod and the same engine maintenance message pop up I called and they told me to bring it back they could turn the sensor off. Once I arrived back at the car dealership, they told me oh we need to put your car on the machine to figure out whats wrong with it and why the message is still there. Nobody was hearing me out, they kept talking money additional money stating I would have to pay $85 for this service (the machine to tell me what was wrong with my car). Thats when I got made and left, when I left I got band from for driving off the lot too fast according to them, so here I am with a car thats STILL has a engine maintenance light/ message showing. Ive recharged out to Toyota multiple times to speak with a manager and everyone is giving me the run around and lying to cover themselves for not doing their job and or even fixing my car for what I initially called for. Theyre scamming customers & then banding them! Its unfair and unjust! Ive looked on the pages and the reviews arent good , I wish I would have checked there first I would have never took my car there!

  Business Response

  Date: 10/18/2024

  Customer dropped her car prior to business opening on 6/12/24, night drop envelope marked oil/ filter change and rotation. Service Advisor called to verify worked requested with customer morning of 6/12/24. Work was completed prior to expected time, customer picked up later that day and left with vehicle only to return a short time later with warning light on her dash. Yes, she is correct in stating once we confirmed warning indicator light was not a "maintenance required light" hence it had nothing to do with service we performed. She was in fact quoted diagnosis time to inspect vehicle to which she argues and declined then after making a scene and disrupting business she left with her vehicle. Upon her departure she drove erratically thru our service drive lane (where customers and employees are constantly getting in and out of cars) thankfully no injuries or accidents occurred during her departure. She called back later and was advised due to her aggressive behavior and disruption she is no longer welcome to do business at this location (we are an independently owned business, and we can refuse a customer at our discretion). My first and upmost responsibility is the safety of our employees and customers, and we simply cannot tolerate this behavior. I noticed in the customer response she states that she is still driving around with this light on her dash which seems odd as not long after her visit with us she visited "***** the Boxer auto mall" per a Carfax vehicle history report I ran 10/17/24 and had some repairs done to her vehicle one that stands out to me in particular is the "Coolant bypass pipe/hose replaced. The reason I say that is the warning light displayed on her dash that is most common part failure is in fact the coolant bypass valve, so if that were the problem not sure why her light would still be on if the repairs were done correctly unless the shop, she visited didn't have the ability to reset her light for her after repairs were made. Not saying with all the electronic technology in cars these days that was the issue with her car on 6/12/24 because again she declined diagnosis, so we never checked it ourselves. Had we checked it she would have been quoted not only the diagnosis but parts and labor for repairs to be completed as her vehicle factory warranty is expired. On 6/12/24 her vehicle came in ****** miles and the coolant bypass valve warranty is only covered for the original manufacturer warranty of 3 years or ****** miles whichever comes first. Customer did in fact reach out to ********************** Customer experience center as they called me to discuss last week some time and again, I stand by my decision to part ways with the customer

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2015 Toyota Tacoma to aftermarket for service the appointment was scheduled for 10am on 08/07/2024 . I dropped my vehicle off and got a loaner , I called the dealership around 11am and spoke with Matt ******** because I was considering trading in my vehicle and purchasing a 2024 Tacoma he told me told me that he was going to do an appraisal on my vehicle and to come out and see if we could make a deal , and that my truck would be ready because he went over to aftermarket to check on the vehicle After talking to my son I decided that I would give him my vehicle and pay cash as deposit for the new vehicle , I tried calling him several times he never called me back . When I finally got in touch with him I informed him of my plan he told me in a nasty tone that my 2015 would be not be ready the guy didnt come into work today . I asked him why would he tell me that my truck would be ready ? At that point I saw he was being deceitful and decided not to purchase . I went to his boss Matt ******** when I arrived at the dealership he was very rude and unconcerned he told me I needed to go to another dealership and i told him that he was not going to honor my contract to give me another loaner in future . If you look a ****** reviews you can see that he has a lot of bad reviews he is rude and disrespectful and he does not need to work there . I would like to get a refund for my warranty because I don't think my truck would be fixed correctly or at all this establishment , I dont trust them with my truck .

  Business Response

  Date: 08/12/2024

  No refund will be given.  There was a communication issue between Matt * and the aftermarket dept.  I tried to apologize to the customer and he did not give me the time of day. It seems like there are more issues with the customer then leads to be.  I did suggest that if he was unhappy with the dealership There are other options

  Customer Answer

  Date: 08/14/2024

  Matt ********  was very rude and told me that he would not be offering me a loaner the next time I bought my car to after market he also told me that i could go somewhere else knowing that my warranty would probably not be honored at another car dealership , he is a liar he never apologized and was rude from the time i stepped in his office , he was basically trying to strong arm me because i didnt buy the vehicle that is what he was really mad about , he seems very delusional regarding what really occurred if you look at the reviews on ******  left by the other customers you can clearly see that he is the problem , i am requesting full refund because i dont feel comfortable taking my vehicle there to be serviced when he already threatened not to offer a loaner out of spite , what else would he be capable of ?

  Business Response

  Date: 08/14/2024

  We will not refund him. 

  Customer Answer

  Date: 08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for an oil change on July 25, 2024 at 3 o’clock. I got there at 3:15. They called me and said the oil change was $90. I told him I was told him the phone. This was my last oil change with the supposed to be free, the service tech Joe said it was 90 bucks that’s it. I said I wanted to see the Manager kept putting it off when I saw the manager. She said I talked myself right out of getting help. I told her he said they already talked to the manager and it’s not free And then she got rude so I left didn’t get the oil change call back to Complaint used car salesman manager gets real smart like I told you we take care of it and pay for it. Bring it over while I was already there and left so I think they’re a bunch of rude people that work there I would never deal with Jerry again.

  Business Response

  Date: 08/13/2024

  I am sorry that the staff treated you the way they did. We will use this as a coaching opportunity to get better

   

  Matt ********

  GM Jerrys Toyota 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/9 I drooped off my toyota rav 4 for oil change with an alignment and aftermarket services. With out signing anything I was charged $109 that same day. I did not call knowing I was going to go back a pick up my vehicle. On 7/10 I went to Jerrys to pick up my vehicle paid $208 for the oil change and alignment. Fine all good. Then I questioned the $109 I was charged on 7/9. They said aftermarket, I explained the lady told me that it was going to cost around $78. No one was in the aftermarket office so I went to speak with the General Manager **** ********. I explained tohim I was overcharged for the aftermarket services. He asked who told me and I said I don't remember homegirls name. He looked and me and leaned in his chair crossed his fingers and said first off were not going to talk like trash in a professional business. So I apologized and said the young lady told me $78 when I scheduled a mth ago. He proceeds to lean back and cross his fingers again to tell me the price is $109. I said this place is a joke and started walking out saying I was making a yelp review. **** ******** said to me while walking away to "take your trash to the gutter where you came from" I turned around and said I got your trash! Another employee said as he was coming towards me "anyone who makes a yelp review is trash". I then walked out finally got my vehicle.

  Business Response

  Date: 07/15/2024

  Unfortunately, she came into my office and made serious racial comments about one of my employees.  We are very diverse here and do not accept any comments that she said.  I probably should not of said what I said and I am sorry for that.  At this point I will not extend any professional courtesy to her 

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17, 2024 I took my 2022 Toyota sienna with ****** miles to ******* Toyota located at **************************************. I wanted to get two different things on my sienna inspected for malfunctioning. The port for my android auto on my sienna wasn't working, nor was my passenger second row right vent. I was advised by my service manager ****** that I would have to pay a diagnostic fee of $175 for each item inspected. However, I was also informed that if the malfunction is covered under my warranty, I wouldn't have to pay the diagnostic fee. I questioned the fee with ****** because my sienna is still under the ****** mile warranty from Toyota. However, I agreed to get the vehicle inspected under the premise that I wouldn't have to pay the diagnostic fee if my two issues were covered under the warranty. I proceeded to leave my vehicle with ******* to inspect the aforementioned issues. However, I did place a service call to my sales person on April 17, 2024. I advised him of the fee and that I didn't understand why I was being charged if it was under factory warranty. He advised me that customer's have been charged the diagnostic fee for some time now. I received a call from ****** around 5pm on April 17, 2024. She advised me that there wasn't a problem with my vent nor the port for my android auto. She said that she will charge me a total of $175 for the diagnostic fee that day. When I arrived at ******* Toyota around 6pm on april 17, 2024. I asked ****** to accompany me to my sienna so that I could show her that I do have an intermittent issue with my android auto port. ****** sat in the passenger seat while I showed her that the android auto portal is in fact malfunctioning. Upon showing ****** my issues with my sienna android auto port. After seeing that my android port issue is still malfunctioning. ****** asked me to bring my vehicle back so it could be inspected again.

  Business Response

  Date: 04/25/2024

  Customer was quoted up front the check out fee before we started work on her van.  She authorized it. We charged he.  The salesperson told the customer that to deal with him before she cam into service 

   

   

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21616626
  
  I am rejecting this response because: my issue was covered under warranty.  Hence when I took my vehicle to Ourisman toyota.  The issue was resolved and I was not charged. Therefore the service fee should be refunded. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/26/2024

  I'm sorry.  But I'm not changing my decision 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21616626
  
  I am rejecting this response because: I am a customer at ******* **********************.  I purchased my  over $40,000 toyota sienna from *******. I have sent other customers to buy their vehicles from ******* Toyota.  Nonetheless ******* wants to reject refunding me $175 for something they did not fix. Nonetheless, I did not buy my Toyota sienna from ourisman toyota but when I took my sienna here to get serviced. I received exactly that service. My android auto was repaired by ourisman.  I was not obligated to pay ourisman toyota a dime. Thus ***** toyota wants to nickel and dime their customers over a fee that did not solve my problem.  Hence the reason why I needed to take my sienna to ourisman. This just shows that ******* toyota doesn't care about their customers. I have seen the litany of complaints about this company. I only wish I had seen the complaints prior to spending my money at ******* Toyota and sending my friends to buy vehicles here. This is not proper customer service nor is this justified. 
  
  Sincerely,
  
  ***** *******