ComplaintsforToyota of Massapequa

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2013 Toyota Rav 4 was brought into the dealership with paint issue on 8/8/22. This was a covered program under Toyota at the time of work. I have uploaded the ** (repair order) for the record to show the dealership acknowledged "external paint peeling in certain areas". I had brought the car in the following week for photos and inspection of vehicle from Sunrise Toyota to submit to Toyota corporate to approve the work (Toyota corporate was covering under the recall). Paint was peeling all over (doors, hood, roof), dealership showed me and my wife paint starting to peel on the roof and they would communicate to the body shop to have roof repainted. Received vehicle back end of August of 2022, Fast forward to 2/26/24 car roof peeling paint badly, brought back to dealership, dealership said there was nothing they could do, Toyota corporate said there was nothing they could do. My issue is that the problem was acknowledged in 2022 under the recall period and dealership never completed the work under recall on the roof, I am just looking for them to fix what was originally promised and noted in their repair order. Dealership manager will not return my phone calls.

  Business response

  03/11/2024

  On Saturday, March 9th, the consumer visited the dealership so they could look at the vehicle and take pictures of the peeling roof. The dealership will get in touch with the body shop that was used to work this out for him. Looking at the service history, in 2022 the roof was one of those components painted. The dealership should not have a problem getting this done for him in the next couple of days. 

  Customer response

  03/12/2024

  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: 

   Per the business they have stated "On Saturday, March 9th, the consumer visited the dealership so they could look at the vehicle and take pictures of the peeling roof. The dealership will get in touch with the body shop that was used to work this out for him. Looking at the service history, in 2022 the roof was one of those components painted. The dealership should not have a problem getting this done for him in the next couple of days. "

  This is false, I did not go to the dealership on March 9th, I had gone on Wednesday March 6th, they did not take any photos, I did speak with local service manager ******** and she told me there was nothing the dealership was willing to do. Per the business comments "they should not have a problem getting this done". That is what I am looking for, the vehicle to be repaired as promised, I am attaching photos of the roof of the vehicle, this will prove the original work was not done correctly. I am also opening up a case with ****************************** as this is unacceptable.   

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  Business response

  03/13/2024

  The consumer will be stopping by the dealership today and we will move forward with repairing the roof on the car.  The body shop that we use is aware and will get this going tomorrow. Thank you. 

  Customer response

  03/14/2024

  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: 

   I will accept when the roof is repaired correctly as originally promised. Photos were taken yesterday, still waiting on next steps for repair.  

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• Initial Complaint

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a vehicle from Massapequa Toyota on 08/04/23. The asking price was $28,000. The dealership agreed to sell me the vehicle for $26,000. We signed the agreement. I discovered later when I received the payment that they secretly, with out my convent charged me over $4000 over the asking price. They also lost my second key which they never replaced. My brother and I signed over 20 documents that day they never explained to us that a Vehicle which was on sale for $26000 ended up costing us over $35,0000. The payments were over $600 more than we agreed on.

  Business response

  11/08/2023

  Offered to cut key here for customer, customer does not want to come in. Going to reach out to the customer today and offer to let them cut key at their preferred dealer and reimburse them for it. All elements of the transaction were properly disclosed and authorized. Went over the transaction with the customer by phone as well. 

  Customer response

  11/09/2023

  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: 

  I made an effort to resolve the issue with the dealership. I took off from work, loosing a days pay ($300). I was up at 5 am to pickup the vehicle in bayside to bring it to Massapequa to program the new key. A wasted the all day in the service department only to be told that the key was cut wrong and I would have to make another appointment. My time is valuable. I feel I lost over $1000 that day. 

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  Business response

  11/10/2023

  The key was miscut, didn't have anymore in stock. Our finance director *** has reached out to the client today to try and resolve the key and pricing issues. We will work with the customer until there is a proper resolution.

   

  Thank you

  Customer response

  11/13/2023

  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 dealership did text us to make an appointment to have a new key made and discuss some monetary compensation. *** will speak to us on Wednesday do to a family emergency. However, until the issue gets resolved I am unable to close the case. 

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• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 10th, 2021, my wife and I purchased a pre-owned 2013 Toyota Prius C. ** the time, the salesperson involved, ********************* had said that the 2013 Toyota Prius C was a certified pre-owned Toyota and that he would get us 2 keys. 4 weeks ago, I waited patiently outside ************ to speak with him, since I was unable to reach him by phone or email, to ask him what the status was on that 2nd key. *** said, 4 weeks, ago, "The problem with that 2nd key was that because the Toyota WASN'T certified pre-owned, I couldn't get a 2nd key, so I'd have to pay out of pocket for that key, but because I value you and our relationship, I will pay to make you a 2nd key". Today, on July 22nd, *** has disclosed, via text, that to make a second key, it will cost $525 and that we're responsible for $260 of that because it's more expensive than he thought. *** has a history of changing information at various intervals and being dishonest with customers, and thus far we have received no mediation from Toyota of Massapequa.

  Customer response

  08/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
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