ComplaintsforMetro Toyota

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/21/2023 I purchased a usb plug/adapter from metro ******. At the time the plug was unavailable, so the parts salesman had to order it. The part arrived that Friday, and so I picked it up. After leaving metro/******, I went to Access One Alarm & Audio to have it installed, which they did. On Sunday (11/26/23) I tried the usb port to see if would work in my ****** and it didn't (it wasn't charging or playing). So on tuesday 11/28/2023 i went to accessone audio and allarm to have my radio charging port looked at. The service tech at Access One Alarm had me come to their work area to show me that he took the radio out, replaced the usb plug with a different one and it started working, then he put the new plug that i had purchased from metro ****** In and it did not work, and so it never was any good. Now I had to purchase another usb plug {second one in a week}and take the nonworking usb plug back to metro ******. But when I took the part back, the manager at ****** said that the part cannot be returned with just the receipt. The part had to be in the original package, which consisted of a small plastic bag. Who keeps a little bitty, tiny plastic bag that came off a part that should have worked. Now on the back of the receipt it states, no refund without this invoice/receipt, no refund after 30 days. Not once does it state that the part had to be in its original package. I am out of $164.81, which is the cost of a part that I cannot use. I have spoken with numerous people at ****** and they all pretty much are saying the same thing, but the receipt clearly, clearly does not state that the part has to be in its original package. To the staff at ******, question for you, you would rather lose a customer over 164.81 than return money that is due me? What about product quality? It didn't work. It was a piece of crap. How can ****** sell me a piece of junk and then have the audacity to not refund my money. People will hear about how ****** has no integrity, or loyalty when it comes to their customers. Hopefully, ****** will do what is right because in the long run, you always end up losing. **** ******

  

  Business response

  12/14/2023

  The invoice states "no returns on electrical items or special-order parts." His part was a special order and an electrical item. We could have tried to warranty the plug and get him a new one but he stated he found one that works. The manufacturer, ******, will not take the part back once it is opened. 

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  I do not accept their response.  I have the invoice.  A part was sold to me that, first of all, did not work.  The part was useless.  The very least, if they have any integrity, is to give me a part that work and take back the part that doesn't.  That's only fair.  However, it seems that they are really hard pressed for the money. This is so petty.  However, from this point on, I will not do oil changes or anything else pertaining to ******.
   

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/22/2022 Leaking after oil change at Metro Toyota Brookpark Road Metro contracted a towing company which caused damages to front end. We did not want repairs at Metro body shop because of previous issues on another vehicle. We are at an impass with Metro not accepting any responsibility and want me to deal with the towing company Metro contracted to correct Metros faulty oil change. I want my car repaired. Metro is at fault.

  

  Business response

  12/08/2022

  After getting an oil change at our Dealership's Service Department, Ms ******** discovered oil drips at home. ** ******** did not feel that she should drive the vehicle and so we offered to pay for a tow truck to tow the vehicle in so that we can remedy the oil drip issue.  The tow truck driver, who has no affiliation with Metro Toyota, damaged **** ******* *ar.  Although we feel that the tow truck company is responsible for the damage, we offered to repair the damage at our Body Shop.  Ms ******** wants to take the vehicle to the body shop of her choice which has estimated the damage at an absorbent amount to repair the damage to the bumper.  We are happy to repair the bumper on behalf of the tow truck company if the repairs are completed at our Body Shop, a Toyota Certified Repair Center.

  

  Business response

  12/15/2022

  Our offer stands to repair the damage at our repair facility caused by the tow truck company.

  Customer response

  12/15/2022

  [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

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 ****** **** in April of 2022. Part of the purchase deal was for them to replace the drivers side rear door weather stripping. I took my car there 5 times to have this done. The first time they ordered the wrong side, the next time they couldn't find the part, the next time the part was defective, the next time they forgot to do it and didn't have time to do it, (My car was there to have roof painted because the paint was peeling off-factory service bulletin.) My last visit to have this done was this past Saturday. I am having a mechanical issue that I called them about and they gave me an estimate of about an hour to hour and a half to diagnose the problem. I made the appointment for them to replace the weatherstriping along with the diagnostics and when I arrived they told me that there wasn't enough time to do it. It needs to be done during the week. The car is making a shuddering sound which after I researched it, it sounds like yet another factory service bulletin for the torque convertor. So I would like them to fix the weather stripping and most of all diagnose and fix the torque convertor at no charge to me. I bought this car at $20,000 in April of 2022 and have two major problems - one the pain-and not the torque convertor. They were aware of the issue with the torque because the notice was in the owners manual and when you run the VIN you can see it was never fixed. And of course they tell you the warranty has expired with ****** to fix the convertor problem that was good for 150,000 miles or 8 years from first date of use. My car has 77,000 miles on it and I bought in April of 2022.

  

  Business response

  11/21/2022

  3/30/22 ** ****** purchased a 2013 ****** **** with 66,382 miles out of factory warranty and opted not to purchase an extended warranty.  She has visited our dealership's Service Department a total of three times since her purchase.  

  6/29/22 Our Body shop corrected a paint issue with the vehicle.
  

  7/16/22 ** ****** came in to have a weather seal installed and we realized that the wrong part had been ordered.
  8/27/22 ** ****** came in to have a weather seal installed and the part arrived damaged.

  The warranty issue with the converter expired by the manufacturer in 2021, prior to ** ****** purchasing the vehicle.

  First, we are happy to replace the weather seal with the correct/undamaged part as soon as possible. 

  Secondly, we do not do extensive repairs/diagnosis on Saturdays.  We would need to schedule during the week to diagnose her issue with a noise.  This would be at her expense as there is no warranty and this issue was not present at the time of sale.

  Further questions or concerns may be directed to our Service Manager, ***** ************ ** *************

   

  Customer response

  11/24/2022

  I live in Spencer and drive to Cleveland over 4 times for the weatherstripping, And then I drove yet again for them to look at car with torque convertor issue after they made the appointment saying that it would take an hour to hour and a half only for me yet again to leave there without resolving issue.  I deserve at least t be compensated for y time and gas going to their dealership for service when it was not performed on weatherstripping and the last visit for weatherstripping and diagnostics testing,  Gas is at an all time high and my time driving back and forth to resolve nothing.  At this point reimbursement for gas and time.  I will be taking my car to another dealership for service.  That dealership does not care about the customer or their car.  I forgot to mention previously that every time I took my car there for the weatherstripping I am there for at least 1-2 hours waiting and each time they managed to hit my car.  They did repair it after I complained but not to my satisfaction s you can still see crack in bumper

   

*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. ↩