Complaints

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• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/21/24 my daughter (who uses my car at college) heard a loud noise coming from the car and didn't know what to do. I said, don't worry, take it to the local Toyota dealer, as the car is still under warranty. She took it to the dealer (Jay Wolfe Toyota), and even though it had 25,029 miles on it and it was a 2022 model, they said her rear brakes had failed, and brakes aren't covered by the warranty, even if they are defective. Obviously the back brakes were defective, as they should never fail at 25,029 miles unless the brakes are defective. Then, since the dealer saw a vulnerable young girl, they told her that the front brakes needed to be "repaired" too. I called Toyota Motor Sales (the location designated on ********** to file a customer service concern). The technician confirmed that brakes are never covered by warranty, even if they are defective, because they said so. They also didn't care that the dealer had said that the front brakes also needed to be "repaired" since the rear brakes needed repair, due to their defect. They charged my daughter $512.32 to fix her rear brakes that were obviously defective, and her front brakes ( though the front brakes were not having any problems - they just told my daughter that the front brakes should be changed because the back brakes were defective) and should have been covered by the warranty. Toyota should stand by its product and its warranty and refund this ridiculous charge by its dealer.

  Business Response

  Date: 09/09/2024

  Customer scheduled and appointment to address a complaint for a thumping noise from the rear of the vehicle at all speeds and it can be felt when applying the brakes. At the time of drop off the guest stated to the service representative that the vehicle had sat outside not being driven for nearly two months. The technician road tested and inspected the vehicle and found the rear and front rotors heavily rusted. All rear brake pads measured 7mm and all front brake pads measured 9mm and don't require replacement. The technician recommended the rotors needed to be resurface by machining on rear and front to remove the heavy rust. Per Toyota's warranty and policy manual. Items subject to normal wear and tear, noise, vibration, or deterioration are not warrantied. Abnormal noise caused by foreign substances are not warrantied. The customer agreed to pay to have the rear and front rotors resurfaced. This is non refundable as it was agreed to by the customer prior to completing repairs.