ComplaintsforWalser Toyota

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 26, 2024 I issued a check for the purchase of a vehicle in the amount of $59,778.69. I never received a title for the vehicle and went to the *** who informed me there was no record of my purchasing the vehicle. I called the dealership who then requested an additional $1,006 for registration fees. They could not tell me where this amount is coming from as there is a different amount stated on my paperwork. They offered no resolution other than I owe them additional money that I did not initially agree to.

  

  Business response

  09/23/2024

  Walser sincerely apologizes for the clerical error, but unfortunately the title and registration fees are set by the state and are due on the purchase of the vehicle.  The general manager of the dealership contacted the customer to explain.  Apologies again.

  Customer response

  09/24/2024

   I am rejecting this response because:
  
  I did not talk to the general manager. I understand that the title fees need to be paid but I would like Walser to pay them as this was a larger error on their part involving what I believe to be a lot of money. 

  

  Business response

  09/30/2024

  Walser has offered, and customer has accepted, $500 as a goodwill payment to resolve this matter.  Walser apologizes again for the inconvenience.

  Customer response

  10/02/2024

   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.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehical but never received my ***** down payment back also was given another customer information all of her personal documents were put in my folder. Called multiple times never got as far as the same car **** that said he would call back in the mean time I had to move to take care of my friend who had lost her battle to cancer so I've had a lot on my plate. This has been a horrible experience. I was told in 7-10 days I would get it back.

  

  Business response

  05/13/2024

  Walser did not receive a down payment in any amount from ****************, so there is nothing to be returned to her.

  Customer response

  05/14/2024

   I am rejecting this response because:
  
  This is a lie and I have obtained a lawyer. With all my documents and paper work.

  

  Business response

  05/25/2024

  As stated previously, Walser did not receive this alleged $6,000 down payment so there are no funds to return to ****************.  Further, as she states that she has now retained a lawyer, Walser will not be providing further communication through the BBB.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a I purchased a RAV4 November 2022. It is still under warranty, however, I cant get Walser to fix the problems, or even to return my phone calls they keep telling me they will get back to me, but they do not. I have tried six or more times and have left messages with corporate. I received one text message from somebody named ****, but when I texted him back to call me, he did not. The service manager, ***** did not return my call when he said he would.******************* at corporate also has not returned my call. I suspect I have a bad chip and they dont want to fix it.My phone does not connect properly to the car, and I have restarted the application many times, there is a buzzing sound in my rearview mirror, attachment to the windshield, and some other strange things that happen electronically.

  

  Business response

  02/19/2024

  Walser sincerely apologizes for the lack of communication with *****************  She visited Walser Toyota today, and Walser's staff replaced the *** port and provided a new cable for connecting her phone to the vehicle.  This seemed to fix the issue.

  Customer response

  02/19/2024

   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.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Walser, along with the vehicle I purchased a warrant on the vehicle as well. The only reason I purchased the warranty was due to the salesperson explaining that I can cancel the warranty and in turn it would lower my monthly payment as well as being refunded to my loan amount. When I contacted Walser to cancel this warranty they told me this was incorrect, the amount do the return would be prorated and it would not changed my monthly payments, they told me this was outlined in the contract. I feel as though the explanation given by the salesperson was intentionally inaccurate and misleading to get me to purchase the warranty, they intentionally lied about the contract as well.

  

  Business response

  01/17/2024

  Walser apologizes for any miscommunication regarding the effect of cancelling the vehicle service contract.  Cancelling the contract does not reduce the monthly loan payments, it simply reduces the outstanding principal amount of the loan.  Unfortunately, there is nothing Walser can do to change the structure of the service contract or the loan, as those are out of our control.  As a gesture of goodwill, Walser will be reimbursing the customer $300.  Thank you for bringing this to our attention.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded in an existing lease for a pre-owned Tacoma, and five weeks later I was called and told that my loan and title could not be processed and that there was math error and a $2800 shortage. I was asked to make up the difference. I was asked to re-sign the loan for the new Walser No-Haggle Price. I was already feeling that things were off, because the vehicle was hastily run through the Certification to get me a better rate and not use my own financing. The Certified inspection failed to find CAM position sensor wiring damage, and that the brakes were end of life, I paid for these repairs in the following weeks. Toyota Financial started sending letters and leaving messages asking if I received a title with them listed as the lien holder. I gave up and wrote them a detailed letter explaining the problems with the Walser finance department. I got a call from the Toyota Financial customer experience manager saying that he would look into it. After five months of wondering if I would be able to renew my registration, it finally came in the mail, with a note saying they waived the processing fee

  Customer response

  12/07/2023

  The vehicle was purchased 5/19/23. 
  The vehicle received a warranty because it was a certified vehicle, and I also purchased the extended warranty. 

  

  Business response

  12/18/2023

  Walser apologizes for the delay in getting the plates issued for this vehicle.  We have now resolved this issue. 

  Customer response

  12/18/2023

   I am rejecting this response because:
  
  The plates were never a problem. The response does not address any of the issues in the complaint. Possibly Walser Toyota was responding to another complaint by someone else. It doesnt sit well with me that again, there is a lack of attention to detail or a desire to get it right again It seems that miscommunication with anyone at Walser Toyota is the norm. 

  

  Business response

  01/03/2024

  The initial response was meant to state an apology for the delay in the registration, which has now been completed.  Walser further corresponded with the customer, and he agreed to accept a goodwill payment of $700 to settle all claims.  Walser again apologizes for the issues faced by ***********  Walser Toyota sells and services many thousands of vehicles per year, and complaints are a rarity so the issues encountered by ********** are not the norm.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle 08/19/2023 Still waiting for plates. 09/18/2023 21 day provisional expired 9 days ago.

  

  Business response

  09/18/2023

  Walser apologizes for the delay in completing the registration of the customer's vehicle.  We were awaiting paperwork from a third party which we now have in hand.  The titling process should be completed this week, with the permanent plates to follow shortly thereafter.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2013 Lexus in December 2022. It is August 7th 2023 and they have not provided me with a clear title. They apparently took in the vehicle without receiving a release of lien. They have not told me what if anything they have done to resolve the issue. Im in touch with a manager named ******* who says he will call with updates, but he does not. If I cannot get a clear title, I want to return the vehicle and get ALL of my money back.

  

  Business response

  08/15/2023

  Walser sincerely apologizes to ******************** for the titling delay.  We have now secured what we needed from the prior seller of the vehicle in order to complete the titling process.  The title is being expedited and should arrive to the customer before the end of the month.  Walser communicated this to the customer today.  Again, we are sorry for the delay.

  Customer response

  08/16/2023

   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.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle this past winter. When I did, my husband and I identified dings and a small dent on the vehicle. The loyalty manager that was working with us agreed that they should have caught those things during the detailing of the vehicle, and promised (in writing) to fix it this spring or summer when I next needed to bring my vehicle in for service. I have been calling and texting them for weeks now. The person who originally promised this (****) after responding for a week suddenly ghosted me. I called the shop and they said that **** doesnt work there anymore. The new loyalty manager promised to get back to me. He didnt. I called again and spoke to a different sales manager. She promised to get back to me within a few days. She didnt. I want this resolved as promised. The appointment needs to be made at the same time as my service appointment, and they nee to provide a loaner during the time that the vehicle is with them that accommodates my family.

  

  Business response

  08/14/2023

  Walser Toyota sincerely apologizes for the poor service ********************** received.  Walser's Loyalty Manager, *************************, has attempted to reach **********************, but she has not returned his messages.  If ********************** would please call the dealership and ask to speak with ******, Walser stands ready to provide a loaner vehicle and complete the work on a same-day basis once she contacts the dealership to get it scheduled.  Thank you.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 GMC Terrain from them February 15, 2022. I flew from out of state and drove the vehicle back home. They stated they were sending all information to the ** DOT for license and registration. I've reached out multiple times throughout the year and ** DOT is still reaching out regarding documents needed to license the vehicle. I have called, emailed, texted, left ******** reviews, and have only been contacted twice regarding my concerns and still nothing has helped. The only time I received any information is once I left a negative review on ******** or the occasional, "I am sorry, I have escalated this." Even after the ******** review, the manager called and told me that my paperwork and information "must've fallen through the cracks." I'm taking it a step further due to a loss of what to do and lack of professionalism and communication on their end. I do not want to be legally responsible financially and physically for a vehicle that is still legally not mine, 9+ months later. Especially since a loan has already been taken out and I've been making payments on it.

  

  Business response

  11/30/2022

  We have corrected this delayed titling issue and apologize for the delay and inconvenience to the customer.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ok on 5/24/22 we acquired a 2018 ***** Civic from Walser Toyota Bloomington. My reasoning for writing is its (10/24/22) we havent received our title or registration. We never received a notice in the mail like normal saying our tabs are about to expire. We found out because I went online and ordered new tabs paying ****** and after being pulled over a month later and asked by a officer about the tabs I thought to reach back out to the *** for a update and they said Im sorry I cant tell you where they are because they are currently still in the dealerships address. So basically I paid title, transfer and new tab fees for a vehicle that still isnt in me or my wifes name from 5 months ago. We make ****** car note/ warranty payments every month. ****** insurance payments every month. All this for a vehicle that can be towed away from us at any moment and wont receive back without our title that we already paid for. This makes no sense to me at all Im totally lost and Confused and dont know what to do honestly. This is our only vehicle and our second biggest reoccurring bill every month next to our rent. *** reached out to the dealership several times calling, leaving messages and emailing then I got a text back from ******* the sales manager , saying give them a couple days and they will give a update. Well guess what its been a couple of days and now we cant even get a text message back let alone a phone call. It would be very nice to know someone is actually trying to help us and stay in contact throughout the process but no it feels the exact opposite. Why sell two people a vehicle without the title in the first place I dont get it. If they knew they didnt have the title they should have told us that in the beginning. We would have gladly spent our money on a different vehicle. We should have never been charged title and registration fees if we where not going to receive our title within 10 business days . We definitely should have been notified.

  

  Business response

  11/01/2022

  Walser sincerely apologizes for the delay in the customer receiving tabs for his vehicle and for the lack of communication to resolve this matter sooner.  I have elevated this issue to the General Manager of the dealership, and we will expedite securing tabs for his vehicle.

  Customer response

  11/02/2022

   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.

*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. ↩