ComplaintsforMolle Toyota, Inc.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In July of 2023 the AC in my Toyota Sienna was not working. 1. at the end of July I tried to add Freon to the AC to no avail. 2. I took my Sienna to **** ****** *** * ****** ** *** ** ****** **** ****** ** **** ****** work on my Sienna 8/1/23 and called at the end of the day saying it was not fixed or ready. 8/4/23 I went to pick up my Sienna and ****** said "The compressor is not getting power." He recommended Molle Toyota. I drove to Molle Toyota 8/4/23 relating the information that ****** told me, "The compressor is not getting power" ******* ****t at the service desk at Molle Toyota said the compressor was getting power. Because I had no option available I accepted the offer of a Diagnostic exam of the Sienna's AC. of nearly 100 dollars. Saturday morning I received a phone call from Braxton Stout of Molle Toyota stating that I would have to get a new compressor to the tune of $2000.00 plus. I drove to Molle Toyota immediately and offered to trade in my 2003 Cooper and would pay extra for my remainder. ******* ***** was sympathetic: However, offered no other recourse, but the $2000.00 plus. I dont know it the compressor on the Toyota was getting power or not. Nor was I given information on the diagnotic other than a new compressor was in order. I dont know if I am a victim of some sort of bait and switch type of thing, but I am extremely uncomfortable with paying $2000. plus without a guarantee that a new compressor and connections would help with the AC problem.

  

  Business response

  08/07/2023

  Diagnostic trouble code was reading for a compressor issue. Vehicle is needing a compressor. There is no other story other than vehicle needing replacement of compressor. 

   

  Customer response

  08/07/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/23/22 I needed to have the cooling fan replaced due to overheating to my vehicle. The total cost was $1425.35. I started noticing my air conditioner go out on occasion beginning in March/April of 2023, thinking it may have been coolant. It seemed to fix the issue, but the overheating/air conditioner went out intermittently again this month with an additional overheating feel to the engine area, June 2023 so I scheduled a diagnostic at another Toyota dealership in Virginia Beach. I was told that the cooling fan needed to be replaced, because it’s failed because the wrong parts were installed. So I proceeded to contact Molle Toyota to address the issue. I spoke to a manager named ***** ****** in the Service Department. His response was that there was nothing he would do to help me because the work was done correctly and there was nothing further more that he could do. While the Toyota website says their repair work is warranted for 12 months with unlimited mileage and our personal guarantee.

  

  Business response

  07/03/2023

  Vehicle came in late on a Thursday night, we did not stock OEM fans, and gave customer the choice of waiting for one or getting a non factory one in order to get customer on the road. The non OEM parts do not carry the same warranty as the factory OEM ones do.

  Customer response

  07/03/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:

   

  in your Terms and Consitions on your website, it states: Our repair work is warranted for 12 months with unlimited mileage and our personal guarantee. Whether or not the part was aftermarket or not, it is still a guarantee of TOYOTA. As a paying customer I expect to get the right part. I did not receive the right part for my vehicle. It is not my fault that Molle Toyota doesn’t understand what part goes with which vehicle. I paid for their mistake, and I expect it to be fixed. As far as I’m concerned, Molle Toyota has stolen $1400 from m, because they did not do the job correctly. All I’m asking is that Toyota across the board have some integrity and do the job that is being paid for regardless of which city I’m in. I am a traveling healthcare worker so I can’t just stop what I’m doing and drive my overheating vehicle across the country because of Molle Toyota’s mistake. 
  ******** ***** ****

  Customer response

  07/06/2023

  Hello to Whom it May Concern:  I wanted to update my submission (Complaint
  **********, with the following document below. The wrong part stated by the dealership was installed, and the part that was supposed to be installed. Thank you.
  
  ***** **** **** **** ** ******

  

  Business response

  07/07/2023

  We are very sorry this is happening, although, customer knows that it was an aftermarket fan assembly to get her back on the road due to her location (she recalls the conversation). Unfortunately, the aftermarket fan assemblies do not carry the same warranty as OEM (factory parts). 

  Customer response

  07/07/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  

  I want you to read this slowly, because apparently you’re not comprehending any of what I’m SAYING. REGARDLESS, of aftermarket parts, as a paying customer, when paying for such costly services, one would expect and trust for a job to be done CORRECTLY, especially considering your website says: “At Molle Toyota, our highly EXPERIENCED, KNOWLEDGEABLE, and friendly staff is ready to take care of your Toyota service and repair needs.”

  That is SO FAR from the truth. You have stolen $1400 from me, because the job I PAID FOR by your incompetent mechanics was done wrong and you’re not only lying about it and denying it, you’re refusing to help me and cover/fix the mistake. YOU DID NOT DO THE JOB I PAID TOYOTA TO DO. You threw whatever part you had laying around and sent me on my way as far as I know laughing as I left the shop, because you thought you got away with fooling a woman that you didn’t think knew any better. 
  

  MY PROBLEM IS NOT WITH THE FACT THAT I AGREED TO HAVE THE AFTERMARKET PART INSTALLED. I accept that responsibility, that’s fine. MY PROBLEM IS THAT YOU DON’T HAVE MECHANICS THAT KNOW WHAT THEY’RE DOING, and STILL think it’s okay to charge me for a job that wasn’t done RIGHT!! That’s a LACK OF INTEGRITY. A company as big as TOYOTA needs to have better integrity. All I wanted was for the job to be done RIGHT. If you can’t do that, then I have submitted a refund for the labor part of the service I paid for.

  ******** ***** ****

  

  Business response

  07/07/2023

  I appreciate the response, as negative as it is. We have very competent and knowledgeable technicians that work for us. In fact, the Master Certified Technician that worked on your vehicle has been with Toyota for over 30 years. It is an unfortunate situation for a part that failed, however, we did what was requested to try and work with your schedule. Again, the part that was installed was aftermarket, and we could get it quicker than the OEM part, which you know about and even stated. I would be happy to help by refunding you the cost of the part, even though the negative comments are very far from the truth. Also, over 70% of our clientele are women, which our CSI score speaks for itself. Hopefully we can come to a solution with the reimbursement of the part.  

  Customer response

  07/07/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:

  I am entitled to my perspective based on the experience. I don’t care that the majority of your clientele are women, that is irrelevant at this point, and with how “Toyota” has treated me. Apparently you need to take the name Toyota off your business, because no one acknowledges the name, since “you’re independently owned.” It’s a cop out to get out of taking responsibility for the mistakes you make. I’m explaining how the employees at your dealership have made me feel - all extremely rude. I don’t want a refund for the part, I want a refund for the labor. 30 years or not, again, irrelevant. 
  

  I’ve been told by 3 mechanics that the part your 30 year experienced mechanic was wrong. Of course you’re going to say that the part was right, and defend your techs. But at this point, I do not trust your dealership at all. The only way you’ll get me to stop going on about my horrible experience is to reimburse me for the labor that was done incorrectly because I have it done again. 
   
  ******** ***** ****

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) On 03-31-21, I went to Toyota Molle for LR and RR Brake installation. Mileage=163,729 2) I returned on 06-08-21 because the squeaking was "worse" post-installation. Mileage=164,408 3) I returned again on 09-03-21 because the sound worsened. Very embarrassing loud sound when reversing. Mileage=164,883 4) 2nd Opinion: I noticed ********* had a free brake inspection coupon so I took the vehicle to them to look at. They said the "rear drums were not adjusted"...Mileage=166,282 5) I called Molle Toyota to report the findings and took it back to them on 05-26-22. They inspected the brakes and found nothing; however, this time they found $2,800 worth of other work that they did not notate previously. I took this as a ***warning*** to not return. Mileage=166,316... 6) I reluctantly continued to periodically drive with loud brake noise... 7) 3rd Opinion: Today I went to ***** Toyota to have my oil changed and tires rotated, and imagine my utter dismay and frustration when the service man came to me to report that during the multipoint inspection, the technician measured my LR + RR at 4mm. I looked at him with a surprised look and said how??? I had them replaced nearly 5,000 miles ago. 8) Today's mileage=168,079. The total mileage I put on the car since the brake installation is approximately "4,350" miles. 9) Attached you will find documentation supporting my complaint. When I took it to them in September, they never responded, I had to contact them regarding the findings (refer to ****** review). They are not taking this seriously and just kept sending me on my way and added insult to injury by adding frivolous $2,800 worth of recommendations they did not previously recommend. 10) Please note that I have two vehicles which explain the low mileage on the Toyota. The brakes should "not" be at 4mm. 11) I am seeking outside help to assist me in getting this resolved. 12) Please help me. Thank You, ********* *******

  

  Business response

  04/26/2023

  Unaware of customers expectations from this complaint. We have adjusted brakes in the past, most recently 5/6/22, found no issues with them. I am unaware or cannot speak on behalf of another service center. We do perform complimentary inspections each time in and did not that there was finding of a oil leak coming from the rear struts, and timing chain leaking - these things along with brakes wear out with mileage, and time. During the 5/26/22 visit, it was notated that they were operating as intended.
  

  Customer response

  05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  Dear Toyota Molle,   The expectation?  Integrity. I sent all the documentation. The brakes are faulty. I tried working with Toyota Molle and sought two 2nd opinions when I was ignored. Here’s a challenge: If you could please, try to see beyond what you see—imagine your mother…sister…daughter, or female friend getting behind the wheel of a car with declining/faulty brakes with only *4,350* miles of usage since the installation. What would you do if she reported that she tried everything to work with the company but they didn’t solve the problem but kept sending her on her way? Whatever answer comes to mind, then that’s what I want you to do for me. Integrity is doing the honest and right thing. I sincerely desire justice. I desire a resolution that results in my "safety" + well-being. I desire this to be resolved in the spirit of Justice, Excellence, and Integrity. I can’t make the decision for you. Doing the right thing is your decision to make, not mine. The choice is yours.  Thank you.   Principle: “There is joy for those who deal justly with others and always do what is right.”Peace.  ********* *******
  

  

  Business response

  05/04/2023

  At this time, customer is very welcome to bring vehicle back in to where we can all take a look at it with our Certified Technician. 
  Welcome to respond to this to what date/time work best with customer. 

   

  Customer response

  05/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: 19963198
  I am rejecting this response because: I humbly submitted this complaint to my Father and consulted Him for wisdom... A Toyota Molle certified technician has seen the car a total of 4 times (the 1st is their recommendation to get the brakes replaced, the subsequent visits were a complaint of the installed brakes and the result was an inspection and them sending me on my way). They want me to come in a 5th time to look at it again and what? Send me on my way...again? Hmmmm...The quintessential question I previously raised was "what would you do if this was your daughter (or female loved one)?" I was reminded of my Father's character and His profound wisdom and how He would have resolved the issue immediately. He certainly would not have had His daughter running back and forth and getting no where. He said Toyota Molle's repeated offense and sincere lack of regard concerning this matter speaks volumes. My recourse is countercultural. I am going to forgive Toyota Molle. Yes. I choose to forgive.   For His Glory   ********* *******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/29/2022, I took delivery of a 2023 Toyota Camry from Molle Toyota. Upon inspection the Camry had a dent/paint damage in the driver door. The Camry was purchased with the written agreement to repair the damage. On 01/10/2023, Molle attempted to repair the damage but still very noticeable. On 01/11/2023, Molle Sales Manager ***** ****** contacted me via phone and advised that the Camrys' full Toyota warranty would be extended to 55,000 miles without charge, in exchange for accepting the Camry with the dent damage. On 01/31/2023, a warranty status request was left on voicemail for *** ******, with no response. On 02/02/2023, I made in-person contact with *** ****** who advised he did not receive the voicemail inquiry but the warranty extension was supposed to have been sent via mail on the same date of the resolution, 01/11/2023. *** ****** made a written reminder to check the status of the warranty document and advise me but there has been no contact and the warranty extension has not been received.

  

  Business response

  02/10/2023

  We have spoken to *** ******* and given him the policy info and customer service phone number so he can verify the policy that we gave to him. We were also advised that Toyota will re mail the policy docs to him so he has a copy for his records. The policy is active and good until 12/28/2027 or 55,000 miles on the vehicle which ever comes first. We provided this coverage to *** ******* at no cost to him due to not being able to fix a scratch to his satisfaction and to ours. 

  Customer response

  02/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  
  Regards,
  
  **** *******

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Molle Toyota off State line in Kansas City Mo on Tuesday Dec 7th 2021, I spoke with **** on that day about purchasing four tires, **** asked me if I would be needing an alignment and told me about the Balancing an tries pressure that would need to be completed. Upon him telling me I asked how much it would be. **** said $755.74 I told **** that I had a coupon and asked how much would the service be with my coupon for the full job he said 687.74 There fourth tire was suppose to be free. I said again for everything he said yes. So I made an appointment for Thursday at 7am. I took my car in and they completed the work but upon going to pay for the service. I was told it would be 792.and come change. I told him that was not what I was quoted. I spoke with the Service Manage who said he could give me a credit for a future service on half of the alignment cost. I did not want that because I feel like they cheated me. If feel like I should not have had to pay for an alignment that I was told was included in the package I asked about. If you could help me with this matter. I had to go borrow money to pay for this and I should not have had to who get 800.00 tires for a 2012 Toyota Corolla? I should be refunded for the Alignment charge.

  

  Business response

  12/13/2021

  The service manager ****** ***** has spoken to ***** and issued a refund of the $99.95

   

  The guest stated that they are happy.

  Customer response

  12/16/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought the car from ***** Toyota on June 15, and I was offered with quote of $30,876.79, and I confirmed this prize in email immediately, and I also included this prize in follow-up emails, but when I picked up the car on July 22nd, I was over-charged $200. As this is through Costco-Auto-Program, so I contacted with Costco and the Costco POC agreed with me that is an indecent charge, and thus has contacted with dealer two times, but so far I still didn't hear back, no apology and no refund.

  

  Business response

  09/30/2021

  All the ****** documents clearly state that our Administrative Fee of $199.50 is not included.  ******, in no way, agrees with you.  ****** has contacted us and said that while they have explained this to you, on several occasions that every dealer charges and administration fee that is separate from the price of the vehicle, that you simply just don't seem to understand.  In order to put this to rest we are going to get a check for $199.50 and have it mailed to you.  This will be a final settlement for you on this vehicle.

  Customer response

  09/30/2021

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:

  I don't see the apology, instead someone is playing wording game to muddy the water. The complaint has nothing to do with what the fee is named, the complaint is: why the detailed QUOTE, and the CONFIRIMED FINAL price never mentions this fee until the pickup time. COSCO POC has recordings on our two talking. ****** POC TOTALLY agrees that the charge isn't decent as it is never mentioned at all, and this also explains why ****** POC contacted with ***** twice and asked me to wait for actions. Be noted I wrote the same testimony on COSTO-Auto Program website.

  With above being said, to repeat, it doesn't matter how the fee is being named, which matters is the fee is never mentioned until my pickup the car. ALL fees are accepted as long as they are mentioned in the QUOTE, as long as they are mentioned in the "FINAL ALL" price list, unless the Business has the privileges' to change the definition of "FINAL/ALL".

  Back to to the response I expected while opening this complaint:  Refund and Apology, instead of the muddying explanations. 

  ******** *** ***

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