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Business Profile

Car Dealers

Toyota Certified at Capital Plaza

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 07/11/23 I towed my car to Toyota Capital Plaza dealership for diagnosis after the engine just cut off and stoped on the highway. They said I will be charged $320 for diagnosis. They gave me results after 3 days saying found power management ECU inoperative,dead - Recommended to replace it at $1,335.15 out of my pocket. On 07/17/23 I towed it to ************************* who did same diagnosis and found everything perfect including power management ECU except water pump which was inoperative,dead. They replaced it and since it was under warranty I paid only $35 for shop supplies and now enjoying my Toyota again. On 07/24/23 I called Service Manager at Toyota Capital Plaza dealership to complain for charging me $186.40 hence want refund but he arrogantly just said I dont have anything to do with your car But this was after a long hassle of words to be on the same page about my complain because it was like I was talking trash. If theres need to provide paperwork then I will do so.

  • Initial Complaint

    Date:06/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 vehicle for regular maintenance on 5/22/2023 for oil change. I was told I needed all four brakes and rotors. The front were done and car delivered with loud noise when stopping. I took the car back 5/30 and told I needed rear rotors and brakes. I got 2 second opinions my rear brakes and rotors were fine. I went back 5/31/2023. One of the managers started hollering at me saying he would accept no opinion outside of their technicians and I could pay $200 more for rear brakes but they would not fix their mistake or refund the money. On 6/1/2023 I got the problem fixed. They never changed the clips which caused the loud squealing their employees admitted to hearing from inside the building as I pulled up and REFUSED to correct it without more money from me. I sent their parts back on 6/2/2023 by mail having paid for new parts and labor from someone honest. I paid $50 to mail the parts, $8 to fax a dispute. I have a warranty company who paid $150 towards repair. I paid aprox. $464. I would like the $464 returned plus the $58 to send their parts back put on in a defective manner. Because their employee was hostile and I am a female I did not want to visit in person again. I had to drive there 3 times making things worse and to three other places for a simple fix they didn't complete right and inconcenienced me. I was unable to visit my deceased relative on Memorial day because of these aggressive games playing with me which is very wrong business behavior.

    Business Response

    Date: 06/20/2023

    TO WHOM IT MAY CONCERN,

    Thank you for taking the time to share **. ****** concern with us.  On May 22, 2023, ************** brought her 2017 Toyota ***** to service for an oil change. During the service visit, we also performed a safety inspection (attached)and recommended the replacement of the front and rear brakes.  ************** authorized the replacement of the front brake pads and rotors only.  On June 3, 2022, ************** returned with a concern that she was hearing a noise.  Our Toyota Master Technician test-drove the vehicle and determined that the noise was coming from the rear.  The Service Manager, *********************, approached ************* and suggested that she test drive with our technician to make sure that the noise we heard was the same noise that she was hearing.  ************** was meeting with our sales team and never returned for a test drive with our Toyota Master Technician.

    On June 16, 2023,I called ************** to review her concerns and the documents that were sent in with her complaint.  I requested a copy of the work order from the technician who performed the work so I could gain a better understanding of what workmanship issue he found with our repair.

    On June 16,2023, ************** sent me the attached letter from the technician who worked on the vehicle.  The letter is not a work order, and it does not state what the cause of the noise was or what the workmanship issue was with our repair.  On June 17, 2023, I responded and asked for the phone number of the technician so I could call and ask him what he found.  Unfortunately, I have not been provided with the technicians contact information.

    Toyota Certified at Capital Plaza stands behind our workmanship, and Toyota guarantees the parts for 12 months.  If a part were defective, it would have been covered under the Toyota warranty.  ************** refers to clips in her letter that were causing a noise, however, there are no clips listed on the AutoZone receipt nor mentioned in the letter from the technician that ************** provided.  Based on the facts provided, ************* should be responsible for the payment for the work performed by Toyota Certified at Capital Plaza.  Please feel free to contact me at ***************** or ************ if you have any questions or need additional information.

    **********************
    Director of Customer Retention 

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Answered
    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 paid for a bumper $537 at Toyota Capitol Plaza when it came to installing the bumper this place damaged my vehicle worst than when I brought it in . Instead of the cost of $1500 it went to $4000 and when I refuse to do business with them ********* refuse to refund me the money for the bumper I paid for ($537) and told me the cost was now over and additional $1000 so I left without the bumper and refund of the price I paid. As I was leaving the police were. I have contacted an attorney to deal with this company.

    Business Response

    Date: 06/06/2023

    Good afternoon,

    Please refer to the attached estimates from Toyota Certified at Capital Plaza.
    The initial estimate completed on May 2, 2023, at 10:22, provided a total estimate of $1,501.92, and the collision team noted that cost open due to possible hidden damages. 
    After reviewing the initial estimate with **************, she requested that some of the work be removed from the estimate.  At 12:08, the second estimate was created to replace only the bumper.

    ************** pre-paid for the bumper, and it was ordered.  When ************** returned for the ************ ************** removed the bumper, additional damage was discovered.  This additional damage was only found once the bumper was removed. (third attachment)
    ************** took her vehicle and she did not have the work performed.  Subsequently, ************** disputed the charge with her credit card company and has not paid for the bumper ordered and painted for her vehicle; therefore, no refund is due.

    Please contact me at *********** if you have any questions or need additional information.

    Thank you

    **********************
    Director of Customer Retention
    *****************

Toyota Certified at Capital Plaza is NOT a BBB Accredited Business.

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