ComplaintsforToyota of Grand Rapids

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We brought our Toyota Sienna in towards the end of April because of the fact that it is skipping (jolting forward) as we use the brakes. We were told this would take some time to get fixed and they offered us a loaner. We need a loaner as we are a large family of 6 and really need another vehicle for the many needs of our family. On Friday, May 20, the Toyota of Grand Rapids dealership called to tell us that we are responsible for our rental of the loaner. We called corporate office of Toyota to start a claim as this was NEVER told to us that we would be responsible for ANY of the cost of this loaner. While our vehicle is being fixed, it is common to have a loaner at no extra charge. Now, on Monday, May 23, Toyota of Grand Rapids called to say that they need the car back and we are responsible for the cost of renting it, and they are unwilling to give us another loaner. In addition, our Sienna is deemed unsafe to drive and cannot be taken out of the parking lot. We NEED another car to drive, and we are NOT going to pay for a loaner which should be given to us free of charge for the EXTREME inconvenience that this is for all of us. At this point, we are not able to drive our van, yet Toyota of Grand Rapids is unwilling to provide us with any loaner. This is shocking and we demand a loaner vehicle free of charge for the inconvenience of having our Sienna in the shop for five weeks now. This is ridiculous how unprofessionally this has all been handled, and I want to be sure that when we get our Sienna back, it is cleaned from the inside out and in working order as a new car should be. We have had to cancel a vacation because of this huge inconvenience, and the list goes on. We WILL NOT PAY for the cost of the loaner vehicle that was offered to us, and, at this time, we expect our own Sienna to be clean and ready for us. WE should be getting paid for this inconvenience! The lack of communication with corporate is absolutely astounding. They will be reported too.

  Business response

  06/05/2022

  Our guest was declined a rental car due to manufacturer due diligence.  Our dealership has stepped in and ensured our guest has viable transportation and will continue to support in any way we can. This report was issued without proper communication and should be removed. We are and always have been passionately committed to our guests satisfaction. 

  Customer response

  06/07/2022

   
  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.

   

  I absolutely agree that this complaint should be removed as we are very happy with the service we have received after speaking properly with the manager of Toyota of Grand Rapids. In fact I tried to remove it myself by contacting the BBB. We are very impressed with the manager at Toyota of Grand Rapids as he has worked hard to make this situation satisfactory to our needs. Thank you so much for your help with our family! We are very happy with the resolution!
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Toyota of Grand Rapids 3 months ago. I was driving my car to work and began to feel my car shake. I just purchased this vehicle because my frame rusted out on my previous car. What I felt driving down the road was almost exactly the same. I could barely keep it on the road. So much so, that just taking it to work seemed to scary. I called the dealership and explained the situation. I explained that i had bought an additional warranty that they had sold me and I wanted to have it looked at. I did not feel safe driving it so I had asked for the tow service. They accepted and the car was brought in. I was contacted by the company the next day and they explained that there was nothing in the warranty that needed repaired that was covered. I was told: The front and back struts needed replaced and the rear struts were "all over the place". The roader and break pads need replaced and after bringing to another mechanic to pay for myself had to have the sway bar links replaced. Grand total **** was quoted $2,900 for struts and $550 for breaks. I've never bought a car from a dealership so I'm not sure what if anything I can do but I feel I was sold an unsafe car. On top of all that I could not afford to pay for the repairs so I was told I would "need to come pick my car up" for a hour long drive in an already unsafe vehicle. All I'm asking is either fix the vehicle/ refund what I should not have had to pay for out of pocket.

  Business response

  02/15/2022

  Our guest purchased a used vehicle which had passed our safety inspection several weeks prior to the complaint being filed. Upon being informed of the concern the guest was experiencing our dealership took and is taking corrective action to ensure the vehicle is safe and drivable to ensure there are no further safety concerns being experienced by the guest. 

  Customer response

  02/16/2022

   
  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.
  
  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. ↩