ComplaintsforRochester Toyota

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, July 27, 2024, I had a blowout of the rear right tire on my 2021 Toyota Hybrid Highlander. I called and got an appointment for that afternoon with Rochester Toyota (where I have had all my auto service done). When I arrived and after the tire blowout tire was examined, the service technician, ************, reported to me that my road hazard warranty would most likely pay for the cost of the tire replacement (since the tire was not patchable) except perhaps $22.00 to $23.00. Since I purchased all four of the tires on the car on December 21, 2022, from Rochester Toyota, I assumed there would be no problem. They were not able to replace the tire that day because there was no "tire technician" in the shop. On July 29, I returned to the shop and was told that "headquarters" said there was a "time issue" and the tire would have to be paid for in full ($298.56). I paid for it. Consequently, I checked the warranty and found it included a "24-month Road Hazard" clause. Since July 29, I have repeatedly tried to get this resolved with Rochester Toyota (made 8 calls and left 4 messages with different people including the service manager, ***********************), Toyota **** (made 1 call), ******** Tire and Rubber (made 2 calls), and it has yet to be resolved and I have yet to get a call back from anyone.

  Business response

  08/02/2024

  We reached out to ***** and we were able to resolve all of his concerns.  We gave him a full refund.

  Customer response

  08/02/2024

   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. Rochester Toyota has reimbursed the full amount to my account and I am pleased not only with the result but also with the gracious manner in which the Rochester Toyota Service Manager handled my concerns.  He has done much to regain my previously strong trust of Rochester Toyota and their associates. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rochester Toyota failed to record the "Certified Used Vehicle" documents with Toyota resulting in making both the remaining manufacturer's warranty as well as the extended warranty we purchased invalid. We paid extra for the "Certified" status but due to their error its void. We purchased the vehicle in November 2021 but didn't discover the problem until January **** when a repair was needed, and we had to the pay the repair bill. When we notified Rochester Toyota, they agreed to pay the cost of the repair but have fallen short of offering a satisfactory resolution to the larger issue.

  Business response

  02/03/2024

  After discussion with ****************, he has decided to accept our offer to put additional coverage on his vehicle, that is almost identical to what he purchased from us.  We will also waive or reimburse any $100 deductibles that he may incur for the life of the vehicle service contract.  We will also help to get the color changed to the correct registered color with the State or *********.  We want Mr. ***** ***************** to have the confidence in their vehicle that they had prior to a recent experience.  We have also reimbursed the cost to repair a leaking water pump.  

  Customer response

  02/05/2024

   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

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle on 8/25/2023 from Rochester Toyota. Paid $8,122.44 in cash and a $2,000 trade in vehicle with a clean title. Rochester Toyota listed the vehicle for sale on 7/27/2023. On 9/20/2023, while trying to trade in the vehicle for an electric vehicle, we realized we had no title. Called the *** to find out that Rochester Toyota never transferred the title. Called Toyota to be told that they don't have the lien release for the vehicle from the previous owner. Asked if we could return the vehicle and were told they would buy it for quite a bit less than we paid them and they would have to wait until they received the title, which the title has NOTHING to do with us. They claim they will have the lien release next week, but also say they have been trying to get it for 2 months now....seems like stories or wishful thinking. We cannot sell or trade this vehicle. If we were in an accident, an insurance company would have their hands tied with no title. We want a full refund including our trade ($2,000 cash for trade is ok if they no longer have our vehicle).

  Business response

  11/08/2023

  This email is regarding complaint ID ********, that was submitted by *************************** on 9/20/2023.  I writing to inform BBB of MN and ND that Rochester Toyota has found resolution with ****************, regarding the lien release for the vehicle that he purchased from us 8/25/2023.  To resolve the issue, Rochester Toyota ended up exchanging the original vehicle that **************** purchased from us for a different vehicle entirely.  We have had no further issues since the sale of the second vehicle to *****************  Since personally speaking with **************** regarding the previous issue, we believe both parties to feel that the situation has been resolved fully.  Thank you.

*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. ↩