ComplaintsforKool Toyota

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oil technician entered vehicle and scratched glove box. They offered to replace a small portion of the glove box but would have to be completely disassembled to do so which is not acceptable. I want the full assembly as I will not risk an issue with disassembly causing other issues.

  

  Business response

  05/22/2024

  Hi *******,

  Reading through all your emails back and forth with my service manager, we agreed to replace your glove box cover and that part has been sitting here for over a month.  We will not replace your entire glove box as the entire assembly is not broken in anyway.  We've asked you to bring your car back in to rectify this situation but you have refused to allow us to do the work.  We would be happy to replace the cover at your convenience.

   

  Thank you.

  Customer response

  05/28/2024

   
  Complaint: 21743636
  
  I am rejecting this response because: I believe that replacing the pc requested is fair based on what replacement entails and the horrible service I experienced. I have no intention of having your technicians enter my vehicle again due to the damage they caused. I have no faith that the appropriate care will be taken to ensure that that nothing is damaged based on prior experience. Thats why you replacing the part is not an option.
  
  I think that expecting me to completely disassemble the entire dash and break down the entire subassembly to replace this pc due to your techs damage is completely unacceptable. You told me that i would need to have the part in hand to exchange. This means that I would need to dissemble my dash, remove the part, leave my car in a disassembled state until I made the exchange. I went to do so and removed the entire dash subassembly. Upon doing so, realized that I would have to completely disassemble that subassembly to remove the small cover that youre willing to replace. This would require me to remove countless screws breaking down the entire subassembly into its various components. I am not willing to do this as because if one mistake is made stripping s**** or breaking a clip, It could cause a noise in my dash which I alone would be responsible for. When I realized just how much had to be disassembled, I contact you to determine if you were, in fact, only replacing the cover. When it was determined that you were only replacing the cover, I put my vehicle back together.
  
  Sincerely,
  
  *************************

  

  Business response

  06/18/2024

  We understand your stance, unfortunately, the glove box cover will be the only thing we will consent to replace.  It has been your decision to not bring in your vehicle for the work to be done.  If you do decide to bring it in and if we break something during the replacement we would be responsible to fix it on our dime.  However, you wanting to do the work yourself, if something breaks the responsibility would be solely on you.  Our offer to replace the glovebox cover still stands when you are ready.

  Customer response

  06/18/2024

   
  Complaint: 21743636
  
  I am rejecting this response because: I have no faith that the operation will be completed correctly at your facility as stated. I do not want one of your techs to touch or enter my vehicle again based on my previous experience. I believe the lack of care is a culture there and I will not return for any kind of service. I do not accept the cover as a replacement.
  
  Sincerely,
  
  *************************

  

  Business response

  06/18/2024

  *******,

  Since you will not accept our offer to replace your cover at our dealership, I will have my service manager mail you the cover and you can do with it what you will.  This matter is closed

   

  

  Business response

  06/18/2024

  We have exhausted all steps to help this customer out.  His ask to replace the entire glove box is completely unreasonable as his complaint is about a scratch the size of the tip of a ballpoint pen.  We have pictures of what he believes we did and then 2 weeks later he sends additional pictures with more damage then what was there from the original picture and complaint.  I will not go back and forth with him any longer.  We have mailed out the glove box cover to his home and he can do with it what he pleases.  We consider this matter closed.

   

  Thank you, ******.

  Customer response

  06/19/2024

  The depiction of events described by the dealership is inaccurate and misleading. I do not accept the cover as the solution. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called on August the 1st to get a quote amount about my lease pay off, I was directed from person to person nobody wanted to help clarify whats going on. I was transferred to my previous sales person which I think he wasnt very helpful which I get it just a lease pay off amount customer wont make commission. But Im waiting for the call nobody is helping. Next time friends and family want to purchase a car will go with the 28th street Toyota at least they care about customers.

  

  Business response

  08/05/2023

  ********,

  *****, business manager, has called several times to get you the information you were requesting to no avail. If you would like him to email they information we would be happy to do so but we need your permission as your client file states not to email you.  Please let us know how you would like to proceed.  ******* email address is ********************************** if you would like to go that route.
  

  Customer response

  08/14/2023

   
  Complaint: 20420449
  
  I am rejecting this response because: I havent received any calls as of yet. Just got quote from a nearby Toyota dealer 
  
  
  Abdennor Younef

  

  Business response

  08/23/2023

  Several attempts were made to contact this customer and voicemails were left.  I witnessed at least two of the phone calls myself where there was no answer and ***** left messages.    

  Customer response

  08/23/2023

   
  Complaint: 20420449
  
  I am rejecting this response because: no contact were made on time costing me to ********** the issue with a different Toyota dealer
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter from Toyota regarding the problem of High Voltage Floor Under Wire Harness and ******************* Cable Corrosion. In it there is an explanation about AM radio static as a symptom. The letter extends my warranty on my 2019 RAV to ******* miles. **** I went in to have regular service I asked them to inspect this corrosion. ****, the ***************** Manager basically disregarded my complaint. I went back the same day and had him sit in my car and listen to AM radio. As soon as I shifted into either reverse or drive the radio immediately went to complete loud static. He then said he would order the parts and call me when they are in Some weeks went by and I tried calling him, leaving voice messages a few days apart. He does not answer my calls. It is about and 80 mile round trip to the dealership from my home and my miles are mounting and this problem needs to be taken care of as soon as possible. It seems that if you are not purchasing a new car, you are treated poorly at this dealership.

  

  Business response

  07/05/2023

  Hi ******,

  We are waiting on parts to be distributed by Toyota.  When Toyota rolls out a Customer Support repair it takes time and documentation for Toyota to approve the shipment of parts.  My service manager will be reaching out today to discuss your options as we are waiting for the parts to come in.  

  Customer response

  07/11/2023

   
  Complaint: 20215637
  
  I am rejecting this response because:  I will be satisfied when this repair is completed satisfactorily. I cannot dismiss the complaint until then.
  Sincerely,
  
  *******************************

  

  Business response

  07/18/2023

  Sounds like *********** is being done tomorrow, 7/18/2023.  We look forward to getting you back on the road.

  Customer response

  07/21/2023

   
  Better Business Bureau:

  RE: Complaint #********

  This is to inform you that my issue has been resolved.  I picked up my car yesterday and I was able to see and photograph the defective part. I am satisfied with the resolve of this matter.  I thank the BBB and the Service Manager at Kool Toyota for helping me to get this important repair done.  Since this is the closest dealership to me, I hope to continue my relationship with them.
  Sincerely,
  
  *******************************

*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. ↩