ComplaintsforWaldorf Toyota Inc.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought a certified pre owned vehicle from Waldorf Toyota on May 30, 2022 due to my car being totaled in back collision out of my control. Within first 90 days of leasing the 2016 Toyota ******, I had to replace the battery that cost $208 dollars. When the ****** of Toyota tried to call the sales representative Domo, he never returned their call and his manager would not help with the cost of the battery, even though the car was suppose to go through an multi point inspection. On 9/27/2022, I had an appointment to get my tire replaced and asked the Toyota of ***** to do another inspection due to having to replace the battery 5 weeks prior to this appointment. When Charles F****** did another multipoint inspection he found the brake system fluid exchange failed, both CV front joints, and serpentine belt are in caution status. This will cost a total of $1,511.79 to replace. I purchased the vehicle only 4 months ago. I have called and left voicemails in regards to getting help with matter, and no one has returned my phone calls.

  Business response

  10/20/2022

  To Whom It May Concern: 
  

  I have actually spoken with *** ***** since she originally filed this complaint and we have already resolved the situation. The CV joints have already been replaced under warranty and we have an appointment to complete the brake fluid exchange on Saturday 10/22/22. In regards to the brake fluid exchange, if Bowie mentioned that the brake fluid "failed", this was an attempt to upsell an optional service. With this being said, because of a few of the inconveniences within this situation, we have opted to complete this service at no charge for *** *****.

  Sincerely, 
  Dustin H*********

  General Manager

  Waldorf Toyota

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

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warning Warranty Fraud! Waldorf TOYOTA Is at Fault. ***** of ******* has more highly effective mechanics. 15 Months Difference in Proper EVAP test!! Isn't it a coincidence Toyota of Waldorf diagnose it properly 15 Months after *********************** and once the Warranty Ran Out?? The repair quote from the Scammers at Waldorf Toyota started at $1500, then went to $1200 after a Deal! Then went to $300 for the part and they would no longer accept me as a customer so I would have to take it elsewhere for the labor! It should have been fixed 15 Months ago when it was brought to them initially and it was under warranty. They did NOTHING to fix my car in 3 Visits. Two of the Three visits it was under Warranty. Waldorf Toyota Has been a JOKE ever since I purchased my vehicle from them. When I purchased it, I had to ask multiple times just to get the floor mats that come stock with them. They promised to fix locations on the car where the paint was damaged or bare silver metal was showing. They did a poor job and left dents, chips, and bare metal showing. They had the vehicle for a few days and presented it to me with permanent marker instead of paint on the chipped up wheels. Not only was there permanent marker used instead of paint, but most of the marked locations were still bare metal. I also paid extra for Paint Protection and undercoating. I wondered how they can apply Paint Protection to a vehicle when places on the vehicle had no paint and were bare metal?? I brought this to their attention multiple times and was told that was the best I was going to get. I also had a bumper clip that needed replacement because the front left bumper kept popping out on the drivers side. That was given back unfixed and had to bring it back AGAIN.I had the check engine light come on shortly after purchasing the vehicle. I brought it in to Toyota at a little over 94K miles. It was given back to me with the check engine light still on. I was told there was no go

  Business response

  10/25/2022

  To Whom It May Concern:
  
  We at Waldorf Toyota have taken the stance that we have done nothing wrong in this situation and have asked ************************ to cease further contact with us due to his erratic and threatening behavior. PLEASE READ FULL RESPONSE. When *********************** brought in his vehicle in March of last year, he had just taken it from ***** of ******* (repair shop). He said that they recommended a certain part as a result of the check engine light coming on so we took the vehicle into our shop to confirm their diagnosis. At that time, there were no codes present (see attachment). Even though there were no codes present, our technician still performed a smoke test because of what ***** repair order stated (codes **** and **** were present when he took it to them). Technician found no leak in evap system. The technician made the following note: |~PERFORMED HEALTH CHECK AND PERFORMED EVAP SMOKE TEST AND FOUND NO DTC STORED IN ECM AND FOUND NO LEAK IN EVAP SYSTEM ~|
  We did not charge ************************ for the diagnostic charge at this time and he picked up his vehicle and left. He didn't return until May of the following year (May 2022...14 months after his first visit). During this visit, the **** and **** codes were back which represent a gross evap leak so we recommended that he replace his gas cap because this is the first step you're supposed to take in resolving this issue. The technician recommended replacing the gas cap and to recheck the system for further issues at that time. ************************ was extremely angry and animated when we made this recommendation to him so we opted to let him leave without charging him for the diagnostic charge again. He replaced the gas cap on his own and then we didn't hear from him for 2 more months. In July of 2022, he came back stating his check engine light came back on so we hooked up the computer again and while the **** and **** codes were gone, other codes came on at this time. The fact that the **** and **** codes were no longer present is proof that the proper diagnosis and repair for the prior issue was to replace the gas cap. Because there were new codes present,we recommended additional repairs which happened to be the initial recommendation that ***** made in March of 2021. While it is certainly coincidental that the vehicle currently needs the initial part that ***** recommended, this does not mean their initial recommendation was the proper fix for the codes that were present the first time they looked at the vehicle in March. It is important to note that the gas cap fixed the original concern (check engine light on with codes **** and ****) therefore, ***** recommendation at that time was not the proper recommendation. It is also important to note that there were no codes present and no obvious signs of a problem during his visit in March of 2021 therefore we could not recommend a repair during that visit.
  I take pride in going into every situation with an objective lens and in treating our customers with nothing but respect. My decision making process leans heavily towards exercising good will for our customers even in situations where we technically, morally, and principally wouldn't be required to do offer so. Even after many conversations where ************************ has belittled, threatened (to harass),harassed, and accused me and our employees of being scammers and worse, I made an offer to sell ************************ the part needed for his repair below our cost under the condition that he'd have the repairs done elsewhere because we are exercising our right to no longer work with him. ************************ turned down that offer and has continued to harass us since then. He has threatened to continue this harassment until he gets his part. His actions to this point no longer warrant any type of consideration from me or Waldorf Toyota.
  SEE TEXT THREAD ATTACHMENT TO SEE OUR TEXT INTERATIONS.
  *********************** filed 6 complaints against us to Toyota Corporate. They have reviewed the situation in full and because they found no wrong doing on our part, they have blocked his access from filing future claims regarding this situation.
  While this response may seem long, this is an abbreviated account of this situation with ************************. I have left out most of the lengths that he has gone to in an effort to get his desired resolution. If anyone reading this has any concerns or questions regarding this, please call me directly at ************.
  To the BBB, I am respectfully asking that you remove **. *********** claim from our profile as it does not accurately represent the facts of this matter.
  Sincerely,
  Dustin H*********
  General Manager
  Waldorf Toyota
  ************
  ***********************************

  Customer response

  12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ******** ********** <***********@*****.com>
  Date: Thu, Dec 15, 2022 at 12:38 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  Cc: <[email protected]>
  

  
  

  I'm not sure why this went inactive.  He only added more to the lies.  In my original submission of my complaint, I already explained this case.  However, I've attached my response to ******* lies he sent to the BBB.  My writing and responses to his lies are in RED.  He is a complete fraud.
  

  
  

  Regards,
  
  ******** **********
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the car back in march this year. After 2 weeks of having it, which is within the 30 day warranty, the car started to overheat. I took it to Waldorf Toyota and all they did was top it off with coolant and sent me on my way. Then tried to make me pay a $130 diagnostic fee which I refused to pay because they really didn’t fix my issue. Another 2 weeks go by and the issue reoccurred. I took it to wyguil to have it looked at and I ended up replacing the water pump. 2 weeks later it was overheating again… I then took it back to them and they cleared a air pocket, 2 weeks later the problem came back. They then told me they were going to keep it for 2 days and run some tests. It came back being an internal leak in the engine. I ended up taking it back to Toyota where they gave me the run around and was telling me I had no extended warranty so there was nothing they could do. I of course raised hell because I brought this to their attention 2 weeks after buying this vehicle and they didn’t even take a look at it just put coolant in it. After a week of going back and fourth with this dealership they finally agreed to taking it to the ***** dealership so they can take a look at it that’s located in Waldorf as well. ***** had my car for 2 weeks and I had to call then to figure out what was going on and I was told that they had been looked at my car and contacted Toyota but Toyota didn’t want to pay them for the diagnostic, which they agreed to pay. ***** in Waldorf also came back and said there was an internal leak in the engine. Toyota didn’t like the sound of that and went on ahead to have a third opinion and took my car to a ***** dealership 45 min from Waldorf. Toyota had the car towed there. I dropped my car to Toyota June 28th I didn’t get my car back until July 28th. The 2nd ***** dealership of course couldn’t find nothing wrong with it and sent my car back. Dustin the manager promised a new engine but never put the engine in my car only replacing my thermostat.

  Business response

  10/13/2022

  To Whom It May Concern:

  I have made multiple attempts to contact *** ****** since we first received her complaint last month but have not been successful in reaching her. After replacing the thermostat in *** ******'s vehicle, I personally drove the vehicle for an extended period of time to make sure that the thermostat was the correct fix for her car. The vehicle operated as designed with no issues during this drive. After I drove the vehicle, I informed *** ****** that she could pick the vehicle up and they came and picked it up that day. Several weeks went by before hearing from *** ****** again. The last time I spoke with her, she called to let me know that the vehicle had overheated again. At that point, I informed her that we were not going to be able to offer any further assistance with the repairs of her vehicle for the following reasons: 

   She has driven the vehicle over 10,000 miles since she purchased the vehicle.

  1. She declined a warranty that would have protected her in this situation. 

   With all of this being said, I would like the opportunity to speak with *** ****** to offer an alternative solution to this situation. Before we do anything though, we will need to resolve a separate issue where *** ****** used a card for a portion of her down payment and then disputed the charge after the transaction was completed. 

   Sincerely,  

  Dustin H******

  Waldorf Toyota

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 2nd I was thinking about buying a used car so we did the process but I couldn't make 2000 $ down payment so I gave 750 and promised to pay by 5th for that iwill not take the car and key and 4th I decided not to buy the car but they keep saying I already bought it and they not going to refund 750 so the car never left their lot but forcing me buy

  Business response

  08/03/2022

  
  

  ---------- Forwarded message ---------
  From: Dustin H****** <********@waldorftoyota.com>
  Date: Wed, Aug 3, 2022 at 12:20 PM
  Subject: RE: Complaint #********
  To:  [email protected] <[email protected]>
  

  
  

  To Whom It May Concern: 

  On July 2^nd, **. *** came in and purchased a ***** from our pre-owned department. He picked out the car, signed all the documents, gave us $750 and left the car on our lot because he couldnt drive 2 vehicles home that day and because we were going to cut a 2^nd key for the car for him. On July 4^th, he came in a said he didn't want the car anymore and wanted to cancel the contract he signed and get his money back. The manager on duty, not knowing all the details of the situation, told him that he cannot just back out of a contract and was trying to figure out what the actual issue was. After meeting this initial resistance, **. *** left the Used Car building and came over and asked to speak with me (General Manager). We sat down and I asked him to explain the whole situation and in doing so, he said he decided he doesnt want the car because the payment was too high. At that point, it was my goal to get the payments to a point where he was comfortable. The initial interaction was pleasant. I made some adjustments which would have saved **. *** a significant amount of money and when I went back over to tell him about the new payments, he stood up and hastily rushed towards the exit and said "I never took delivery of the car. I'm sorry" on his way out the door at a pace that left me with no chance to dispute or discuss what he said.  He never once asked me to refund his money and I have no intention of keeping it. 2 days later (July 6^th) we received this BBB complaint. I immediately called the number he provided when he purchased the car and left a message hoping to make arrangements for him to come in to get his money back. Since then, the number he provided has been disconnected (I tried again today) so we have no way of reaching **. ***. He can call me directly at ************ and I will be more than happy to return the $750 deposit he left.  

  Sincerely,

  Customer response

  08/09/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  ---------- Forwarded message ---------
  From: *** *** <*********************>
  Date: Sat, Aug 6, 2022 at 11:44 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  They refund  my  deposit  so I am satisfied  thank you for  your help

  
  

  Regards,
  
  *** ***
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-19-2021 I purchased a 2017 Toyota ***** from Waldorf Toyota. I noticed scratches and 2 dents on the hood of the car. I was told the scratches and dents would be taken off by the salesmen and his supervisor. The salesmen's name was *******************************. I began sending ******* text messages a week later. After not hearing from him I went by the dealership and spoke to ******* and his supervisor who goes by the name of ******. The supervisor asked ******* to take care of the scratches by setting up an appointment. When I picked my car up I asked again about the dents. Another salesman stated he was unaware and that the 2 people were off that day. I began sending text messages to ******* again which were ignored. On September 18th, 2021 I called and spoke to *******. He stated to me he was unaware of any dents on the hood of my car. I have text messages regarding the scratches and the dents on the hood. The scratches were taking care of but not the dents.

  Business response

  11/18/2021

  To Whom It May Concern:
  
  Thank you for reaching out to us regarding ***************' experience. We are reaching out to her now to set up a time to have the dents in the hood addressed. Our Paintless Dent Repair Specialist will be able to take care of any dents on the hood where the paint is not broken. 
  
  Sincerely, 
  
  Dustin H**********
  General Manager
  Waldorf Toyota
  ************

  Customer response

  12/14/2021

  ---------- Forwarded message ---------
  From: <[email protected]>
  Date: Tue, Dec 14, 2021 at 8:20 AM
  Subject: Message from BBB.org
  To: <[email protected]>
  

  
  

  I filed a complaint against Waldorf Toyota located in Waldorf, Maryland. I would like to thank you for resolving my issue. I complained that I was told the 2 dents on the hood of my car would be fixed. Well the manager J. W******* contacted me and fixed my car. He actually found a 3rd one and fixed that too as well. As a curiosity they washed and detailed my car and promised to fill my gas tank up but that did not happen. My initial complaint was for the dents, not the gas which was taken care of. Thank you again for your assistance in this matter. If you need to contact me my number is ###-###-####. or by email: **********************

  Sent from ****** ***** (**********************)

*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. ↩