ComplaintsforSunrise Toyota

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 Toyota RAV4 from this dealership vin#***************** after a couple of years I noticed the paint started to peel off and luckily I received a recall letter stating that there was an issue with some vehicles from 2015. I took my car to Sunrise Toyota to have it repainted. I ask if the whole car was going to be painted and was told only the damaged panels would, I insisted to have the whole car painted but dealer refused. Long story short, after a couple of months of having car painted, the paint on the panels that were not worked repainted started to peel I took the car back to the dealership and ask one more time to have the whole paint work redone, once again, I was told only the damaged areas would get repair. This was on March 2022. The dealer took photos of the car and submitted to Toyota for approval, I have gone to the dealer multiple times to get an update on this claim but never received an appropriate answer, they keep saying theyre waiting for Toyota to approve the claim. I called Toyota to inquire about this problem and they told me the dealership has to submit the claim, they are unable to do anything about it. The worst thing is that the paint is peeling off more in different areas. I dont really know what else to do, I hope filing a complaint here would get me some answers.

  Business response

  11/09/2022

  The customer has been communicating with our store, and the issue has been handled.

  Customer was handled by ****** and claim was approved.  He said he kept calling the dealer?  I have 2 ******* ******** receptionist and advisors. Customer does not speak any English not sure where the miscommunication lies but the claim has been approved and the customer is coming Friday for the paint job to be resolved. 

  
  Customer was not happy the entire car was not being painted which is not part of the process not sure if that would have anything to do with it but we are moving forward communicating with the customer simply in one conversation this afternoon and his wife is coming in for a rental on Friday which is also covered by Toyota. 

  We are following Toyota Motors protocol.

  
  Thank you

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY DAD WENT INTO THE DEALERSHIP ON 1/11/22 TO LEASE A 22 TOYOTA CAMRY FROM THE ****SMAN *************************** WHO'S LOCATED AT **** ******* **** ******* ** *****. THEY WERE UNABLE TO OBTAIN INSURANCE FOR MY DAD THROUGH THE DEALERSHIPS ALLSTATE IN HOUSE IN SO SINCE THE **** OF THE *** WAS DEPENDANT UPON OBTAINING INSURANCE ****** USED A CO-WORKER ********************************* WHO HELPED OBTAIN INSURANCE THROUGH AN OUTSIDE BROKER HE KNEW. AT THIS POINT ******* TOOK ***E OF EVERYTHING AND MY DAD DID NOT DO ANYTHING WITH THE OUTSIDE BROKER ON THE ****** TO MY DAD KNOWLEDGE ALL WAS WELL HE PAID WHAT WAS REQUIRED, FINALIZED PAPERWORK PRESENTED ATT HE DEALERSHIP AND LEFT. I (HIS DAUGHTER) WHO WORK IN INSURANCE TRIED TO PROVIDE HIM A QUOTE ON 2/23/22 TO HELP HIM TO SEE IF I CAN POSSIBLY SAVE HIM SOME MONEY. UPON REVIEW OF THE PREVIOUS INSURER REPORT I SAW THAT NOT ONLY THAT HE WAS NOT COVERED AND HADN'T BEEN SINCE 2/18/22 BUT THERE WAS ANOTHER DRIVER LISTED ********************* ***** WHO NEITHER MY DAD OR I KNEW WHO THAT WAS. AFTER MAKING MANY CALLS TO TRY AND FIND OUT WHO ********************* ***** WAS WE REALIZED THAT HIS INSURANCE COMPANY HAD DROPPED HIM DUE TO INSSUFICIENT UNDERWRITING INFO IN REGARDS TO THIS MADE UP "********************* *****" THAT THE DEALER HAD PROVIDED IN ORDER TO ASSUME TO QUALIFY HIM OR PROVIDE A BETTER RATE. AT THIS POINT SINCE MY DAD WAS UNABLE TO OBTAIN INSURANCE AT AN AFFORDABLE/REASONABLE RATE HE REACHED OUT TO THE DEALER ABOUT THE ISSUE AND ASKED TO RETURN THE ***. THE DEALER REFUSED TO HELP AND TOLD HIM HE WOULD HAVE TO PAY A LEASE TERMINATION FEE OF $8,000. ONCE WE HEARD THIS WE TRIED TO STEP IN TO ASSIST MY DAD SINCE THERE'S A LANGUAGE BARRIER AND HAVE BEEN PASSED AROUND THE DEALERSHIP WITH PROMISES OF CALLS BACK THAT WE NEVER EVER RECEIVED. WE BELIEVE THAT THIS DEALERSHIP WAS SO CONCERNED ABOUT CLOSING THE **** AND MAKING THEIR COMMISION THAT THEY COMMITED FRAUD BY TRYING TO DO WHATEVER WAS NECESSARY TO OBTAIN THE REQUIRED INSURANCE FOR THIS CLIENT BY LYING TO THE INSURANCE BROKER.

  Business response

  03/11/2022

  Liberty Mutual was the insurer of this vehicle.  The agent had put the wrong name on the policy, not us.  They were contacted and told of their error, which the agent corrected.  We do not issue insurance.  In this climate, where there are barely any new cars being produced and used cars are limited, there is more time able to be spent with each customer, and we take pride in the excellent job we are doing to assist our customers.

  Customer response

  03/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  THE BROKER DID NOT SUBMIT THIS ERROR. I SPOKE TO THE BROKER WHO STATED THAT ********************************* SUBMITTED OVER ********************* ***** NAME ON THE APPLICATION WITH HIS PERSONAL EMAIL OF **************************. WE HAVE NO CLUE WHO ********************* ***** IS.  

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

  
  
  
  
   
  

*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. ↩