ComplaintsforCasa Toyota

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 17 2024 I ordered a replacement key for my 2007, Rav4 Toyota. I was informed that it would cost $288.12 and additional charge to have it cut and programmed. (there are no options to purchase the key except from Toyota due to the transponder in the key that is programmed for the car) I returned on January 19 2024 and for an additional $169.21 (1.0 hours for labor according to the invoice) the key was cut and programmed. I did not use my credit card which would have added an additional 2.8 percent surcharge, I used a debit card without that charge and was billed $520.15 At the time I thought this was ridiculous and objected, but the Service Manager assured me that I was not being charged extra. At the top of the column of charges was Customer Pay $457.33 as I went down the column (key and labor) I noted other items Toyota Floor mat inspection internal pay $0.0 Labor for floor mat inspection ' ' $0.0 numerous other entries no charge And then FEEs $25.38 with no explanation about 5.5% of bill Taxes $37.44 I returned to Casa Toyota on Monday January 22nd to have service manager explain the fee, he couldn't so I asked to talk to the Manager. He was supposedly at another one of their dealerships but service manager said he would be informed. I had no response so on January 29th so I called Casa Toyota again, explained my problem to a pleasant woman who said that the Manager would be informed and she was sending a email. It is now February 1st with no response so I am filing this complaint. The cost of the key is outrageous as is the hourly charge. Ghost fees like these are criminal and just a hidden charge for services costs that have already been paid in inflated labor and parts costs. I am 81 years old, on a limited income. If this is common practice I want it stopped.

  Business response

  02/09/2024

  Hello,

  My name is ******* *******, General Manager at Casa Toyota.  We have reviewed the customers concerns and have tried multiple times to reach the customer by phone to discuss.  We have also emailed the customer at the email address we have on file. To date, we have not received a call or email back. At the time of visit, our service advisor did explain to Mr. ******* what the charge was (Shop Supplies). All repair orders have a charge for shop supplies based on a percentage of the repair order.  Shop supplies cover fees incurred during a service visit such as rags, fluids, fluid disposal, hazardous waste and any cleaners used. We strive to have outstanding customer service here at our dealership and feel we could have done more to resolve this concern.  With that, we do apologize for not resolving Mr. ********* concerns in a timely manor.  We would like to resolve his concern by refunding the fee of $25.38 as a goodwill.  If Mr. ******* has any further concerns or issues, he can call me directly at ************* which is my personal cell. 

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