Complaints

This profile includes complaints for Tansky's Sawmill Toyota Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tansky's Sawmill Toyota Inc.

  6300 Sawmill Rd Dublin, OH 43017-1470

  
• 

  Tansky's Sawmill Toyota Inc.

  2475 W Dublin Granville Rd Columbus, OH 43235-2708

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took a p6 Prius in for diagnostics to find out why dash lights. (A lot of them} came on mainly a big triangle with a exclamation point. They took it and had it for about 5 hrs and called to say it was a mistiming dust shield that probably caused a sensor to throw codes. And the wanted to replace a bunch of parts to make sure the code was no more. So they keep the car over night to replace a speed sensor the the dust shield (deflector fr wheel) hub and bearing Assy. Nut and lock adding up to ******* (*******) because they never took off the diagnostic they did to find the problem which they tell you you have to pay if they dont find a problem. Picked car up and drove it off lot and all the same lights came back on. Took it right back in. The tried to charge again for a diagnostic and then waved it. Said the would need the car over night and gave a loner car. Called just after 5 pm to say it was the traction battery on the hybrid system and it would be another ******* to fix after spending ******* could not come up with that much even if I wanted to save a car thats valued at 3600 fill the dealership took advantage of the situation to get money on a dead car for work that didnt need done because the real problem exceeds the cars value so the fixed a problem so they could get mone without fixing the problem the car was brought in for.

  

  Business Response

  Date: 03/12/2025

  On February 11, 2025, at 7:35 AM, the customer brought their *************************** Prius to ****** Sawmill Toyota due to multiple intermittent warning lights appearing on the dashboard and for a tire rotation. The vehicle was dispatched to a main shop technician, where a health check was performed using the Techstream diagnostic computer. The inspection revealed fault codes related to the left front wheel bearing, dust shield, and speed sensor. No fault codes were found related to the triangle warning light, as it was intermittent and did not store a code during the scan. The service advisor contacted the customer to explain the identified issues and recommended additional services, including the replacement of the left front wheel bearing, dust shield, speed sensor (noted as related to prior aftermarket shop workmanship), TPMS sensor fit kits, muffler, and other routine maintenance based on the vehicle's time and mileage. The customer approved the repair for the left front wheel bearing, dust shield, and speed sensor, acknowledging that these issues were related to previous aftermarket workmanship. The customer requested full documentation for reimbursement purposes, and the dealership took photos to support this. The dealership completed the repairs, conducted a test drive (with no warning lights appearing), and returned the vehicle to the customer on February 12, 2025.
  The following day, the customer reported that the intermittent warning light had reappeared. The dealership advised the customer to bring the vehicle back and, as a goodwill gesture, waived the diagnostic fee. A subsequent diagnostic scan revealed that the vehicle required a hybrid battery replacement, which was determined to be unrelated to the previous repairs and the aftermarket shop's workmanship. The dealership informed the customer of the findings and covered the diagnostic cost as a courtesy. The customer then sought reimbursement for the previous repairs related to the aftermarket shop's workmanship. However, the dealership declined, advising the customer to pursue reimbursement directly from the aftermarket shop. The customer was provided with all necessary documentation, including time-stamped Techstream diagnostic reports, to support their reimbursement claim. This reflects the dealerships efforts to address the customers concerns professionally and transparently.
  

  Customer Answer

  Date: 03/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22957931
  
  I am rejecting this response because: Lies on Lies do not make truth. We took car in because multi warning light mainly the giant triangle. And were told that repairs would take care of it not that it might. It was talked about as the triangle not the speed sensor fault. That said it was the system throwing odd faults because there was dust I. The sensor. And the only way to fix it was to replace that. Lie 1 (they  didnt know what was wrong they couldnt bring up anything but to blam work they didnt do). Was told diagnosis were free if it Leeds to repair that needs fixing. And that the parts would be in car after work was done so I could take them back to the other shop so I could get the refund for the bad parts. Yet they charged us for diagnosis and had to have them back off that from bill. And parts were not to be found. We would have to come back for them later.  Then we never got away from the dealership to have them tell us to bring it back In Lie 2. We got the car on the road to drive away and all the same light came back on. And turned right back  in to dealership and took it back in. Where they where starting to charge us for a second round of repairs before they ever knew what was going on. Had to leave the car with them to find the problem because it was gifting late and it would take too much time. Where we had to complain that we had thing we needed the car where the offered the rental so the rest of day and next day we coud get things done. Was told the cars traction battery was dead and would need replaced. Cant afford that more so after a false diagnostic repair for a red triangle fault. So picked up car. And when doing so was billed for the diagnostics again. They had to drop that bill when we complained. They where trying to say it was for a different problem so it should be billed. Parts not in car once more had to make a trip out to the get the the next day. Tried to talk to the repair shop ******. Found he couldndt be bothered he would have to call us. (When waiting before being told he would call knew that would be told to us for they couldnt find a car someone was told to come pick-up). Was called that day just befor there close and was told he knew nothing about this so he would look into it. They called next day with there odd story we brought it in for lots of lights and the only fault they found was the sensor misread so they thought that was the problem that was why that repair was suggested when pushed he said that he didnt think that would throw a triangle warning. But thats all they could go on.And they didnt do anything wrong. Lie 3 For they fixed the problem and took the car out and there was no codes on the car after they fix the problem. Before the second problem came up. My point is there was never any second problem. The battery was always the problem and they wanted to see how mouth money the could get. Half the bill is for a certified Toyota pro to be doing work on the vehicle with Toyota parts and equipment. You would think that a business would be professional. Me being a dummy would think sensor misread clean it and see if that fixes it before the hard work of replacing. More so if it dont match the problem it was brought in for. Also been told you need a diagnostic to talk to the *** (battery management unit) to find the problems with the battery. If you dont run a full diagnostic and or look at the *** you might not find it. (And the battery doesnt need replaced just rebuilt and conditioned). That it could be done for less then $1000 but not at dealers cost because of there labor found out the parts they gave me where not the ones that where from my car because they where Toyota oem parts not the ones that they say where the problem. So out from ****** doing right for there clients and fixing what a car is brought in for. out for the parts refund for I dont have parts to return because I was never given those parts. The more this goes on the more I feel ****** is just passing the ***** And scamming people. Dont think I or my family and friends will ever do business with them again. Its hard to believe they had our familys business for almost 25 years. 
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 03/14/2025

  I am rejecting this response because: Lies on Lies do not make truth. We took car in because multi warning light mainly the giant triangle. And were told that repairs would take care of it not that it might. It was talked about as the triangle not the speed sensor fault. That said it was the system throwing odd faults because there was dust I. The sensor. And the only way to fix it was to replace that. Lie 1 (they  didnt know what was wrong they couldnt bring up anything but to blam work they didnt do). Was told diagnosis were free if it Leeds to repair that needs fixing. And that the parts would be in car after work was done so I could take them back to the other shop so I could get the refund for the bad parts. Yet they charged us for diagnosis and had to have them back off that from bill. And parts were not to be found. We would have to come back for them later.  Then we never got away from the dealership to have them tell us to bring it back In Lie 2. We got the car on the road to drive away and all the same light came back on. And turned right back  in to dealership and took it back in. Where they where starting to charge us for a second round of repairs before they ever knew what was going on. Had to leave the car with them to find the problem because it was gifting late and it would take too much time. Where we had to complain that we had thing we needed the car where the offered the rental so the rest of day and next day we coud get things done. Was told the cars traction battery was dead and would need replaced. Cant afford that more so after a false diagnostic repair for a red triangle fault. So picked up car. And when doing so was billed for the diagnostics again. They had to drop that bill when we complained. They where trying to say it was for a different problem so it should be billed. Parts not in car once more had to make a trip out to the get the the next day. Tried to talk to the repair shop ******. Found he couldndt be bothered he would have to call us. (When waiting before being told he would call knew that would be told to us for they couldnt find a car someone was told to come pick-up). Was called that day just befor there close and was told he knew nothing about this so he would look into it. They called next day with there odd story we brought it in for lots of lights and the only fault they found was the sensor misread so they thought that was the problem that was why that repair was suggested when pushed he said that he didnt think that would throw a triangle warning. But thats all they could go on.And they didnt do anything wrong. Lie 3 For they fixed the problem and took the car out and there was no codes on the car after they fix the problem. Before the second problem came up. My point is there was never any second problem. The battery was always the problem and they wanted to see how mouth money the could get. Half the bill is for a certified Toyota pro to be doing work on the vehicle with Toyota parts and equipment. You would think that a business would be professional. Me being a dummy would think sensor misread clean it and see if that fixes it before the hard work of replacing. More so if it dont match the problem it was brought in for. Also been told you need a diagnostic to talk to the *** (battery management unit) to find the problems with the battery. If you dont run a full diagnostic and or look at the *** you might not find it. (And the battery doesnt need replaced just rebuilt and conditioned). That it could be done for less then $1000 but not at dealers cost because of there labor found out the parts they gave me where not the ones that where from my car because they where Toyota oem parts not the ones that they say where the problem. So out from ****** doing right for there clients and fixing what a car is brought in for. out for the parts refund for I dont have parts to return because I was never given those parts. The more this goes on the more I feel ****** is just passing the ***** And scamming people. Dont think I or my family and friends will ever do business with them again. Its hard to believe they had our familys business for almost 25 years. 
  
  Regards,
  
  ******* *****

  The car moved a whole of less than a mile when we brought the car in. It even says so on there documents with miles in and miles out. To be told they took it out and made sure there was no problems after they fixed it.  No lights and everything working good. and then registered 1 mile when it came back in that was us turning around after picking it up. There words dont match the documents and they were the ones that produced them. How was all this done without even a mile placed on it. And us placing a mile on it to turn around. Im glad to know they arent joyriding but when saying you drove it to confirm a fix without placing miles. It just words and the paperwork and work dont back them up. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: November 2023 January 2024 Amount Paid: $1,958.16 for repairs + $2,268.03 in unauthorized rental charges Nature of Dispute: Misleading pricing agreement, unauthorized charges, and lack of transparency I took my car to Toyota ****** for repairs after receiving a $3,300 quotethree times higher than another Toyota dealers estimate for the same service (intermedia steering shaft). Despite this, I was told via both email and verbal agreement that if I repaired my car at ******, my rental fee would be adjusted to $10 per day. Based on this, I proceeded with the repair.However, after completing the repairs, ****** refused to honor the rental adjustment and instead applied a 50% discount to the repair cost. Even with this discount, the final repair cost was still $500 higher than the original quote and much higher than a third-party shops estimate of $1,800.Additionally, ****** charged my credit card over $2,268.03 for rental fees without my authorization, despite my request to hold the charge until my dispute was resolved. I repeatedly requested an itemized invoice for the rental charges but was ignored.Attempts to Resolve: I called and emailed multiple times requesting a proper invoice and clarification but received no response. I attempted to negotiate with ****, a ****** manager, but was told, Business is business. Despite financial hardship, I was forced to pay the repair cost to retrieve my vehicle.Resolution Requested:1. A refund of the unauthorized rental charges that were not adjusted as promised.2. An explanation for the drastic price difference in repair estimates compared to Toyota Direct dealerships.3. Accountability for misleading pricing agreements and unethical business practices.I hope BBB can assist in resolving this matter and ensuring fair pricing and transparency at Toyota ******.

  

  Business Response

  Date: 02/11/2025

  TeMs ***** brought her 2018 Camry[*****************] 82K miles into Toyota Direct for a steering condition. She was put into a rental while the vehicle was being diagnosed. The vehicle was diagnosed as intermediate shaft was binding up and not operating as designed. She tried to get the repair covered under warranty but it was denied. Toyota Direct did a 1 time goodwill on the rental and she decided not to repair it.
  Ms ***** came in to get a rental car from ****** Sawmill Toyota on 11-21-24. She was told that it was at leisure rate $74.95 . She agreed to that price. She brought the vehicle in on 11-27-24 to have a second opinion for her steering concern. She was told that it would be 1 day rental for $10/day. After the vehicle is diagnosed the rental would go back to the original rate. The diagnoses was confirmed that it needed the intermediate shaft and steering gear assembly[estimate-$3643]
  . The customer said that she wanted this repair covered under Toyota goodwill warranty . She reached out to the ***[brand engagement center for Toyota]. They denied any repairs or rental assistance. Ms ***** stayed in the rental for an additional 30 days and was told she would be responsible for the rental. She had to renew the rental contract after the 30 days[total charges=$1712.54] she renewed the rental contract on 12-21-94. she was continuously told that she would be responsible for the rental.
  I spoke with Ms ***** in person an advised her that we either move forward with the repairs or return the rental. I tried to reach to her again but she did not respond to my call. She returned the vehicle on 1-4-25 picked up her keys with a charge of $878.02. Total rental charge of $2590.56.
  Ms. ***** returned on 1-23-25 to speak with **** and myself. She claimed financial hardship[claimed not to have a job]. **** told her the cost of the repairs would be $1821 plus tax with the new rental at no charge. She left that day to think about that offer. I called her later that day in her office and gave her the same offer which **** gave her. She tried to negotiate  again but i specially told her the price of $1821 plus tax with no more discount offers. She finally agreed to the repairs. We proceeded in ordering the parts and had the vehicle repaired on 1-28-25. Ms ***** was in a rental for 7 days and not charged while we completed the vehicle repair. 
  Ms. ***** returned to pick up the vehicle and wanted more of the rental charge discounted. I reaffirmed to her what we agreed with.ll us why here...

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09.10.24 I took my 2008 Toyota Sienna to Tansky Sawmill for car repair. My car had been lurching after a recent oil change and I was concerned about permanent damage to the motor and/or transmission. I made my appointment at Tansky to address that issue (as noted on the invoice). When I dropped my car off, I asked the service representative if a reduced amount of transmission fluid could cause the lurching (suspecting that the oil change business had inadvertently removed some). The service representative, who mentioned that he had been a maintenance tech for several years, confirmed that a transmission fluid levels that are too low could cause the lurching. He even requested on my invoice that the transmission fluid be checked. I left my car to be serviced and went to work. I later received a call stating that the source of the lurching had been identified and that my transmission fluid levels were fine. I was told that faulty spark plugs, ignition coils and an oxygen sensor needed replaced in order to correct the problem. I approved the work. I was taken aback by the $1932.47 price tag, but I needed my vehicle to get to my two jobs. I later received another call stating that the repairs were successful and that the lurching had stopped and that my transmission fluid levels were normal. I picked up my vehicle on 09.13.24, and upon driving the vehicle immediately noticed the transmission's rough shifting had not improved. I drove to work and on my first break called my service representative at Tansky. I was told that the next step in resolving the lurching would be a flush and fill of the transmission. Before I spent more money that again might not resolve the problem, I took my van to another mechanic for a second opinion. ***** ********** examined the vehicle on 09.26.24. He found that the transmission was 4 quarts low on transmission fluid and replaced it. The vehicle operated smoothly and I have not had a performance issue since.

  

  Business Response

  Date: 11/07/2024

  The vehicle was brought in for lurching and check engine light after an oil change was done at a different service facility.  We recommended services and fixed the items that needed to be repaired.  We did NOT top off the transmission fluid that was drained at a different service facility in error.  She proceeded to take the vehicle back to the original service facility where they topped off the transmission fluid.  We offered to refund her for that trip (even through that facility was the one that did not replace the transmission to begin with).  We are happy to refund her for the transmission fluid top off, since she had to make that extra trip.  We do not believe we should refund her for the work we completed.  Our work fixed the vehicle, and we did not create the initial problem. 

  Customer Answer

  Date: 11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  I reject the response from Tansky Toyota because its summary of events contains multiple errors. While it is true that I took my car to Tansky Toyota because it was lurching after an oil change at a different service facility, it is in no way true that I asked them to address the service lights that were lit up on the dashboard.  I never asked the service representative to have the lights addressed because they have been on for years. They had nothing to do with the lurching. I only wanted the lurching corrected as evidenced by their own invoice which only mentions the lurching. It doesn’t mention another issue for bringing the vehicle in for repair because there was none. 
  The response goes on to say that they recommended repairs. When I dropped my car off for service, the service representative and I discussed some possible causes of the lurching.  Nothing was said between us to even suggest I was interested in fixing the issues causing the service lights to be on. I was told the recommended repairs would address the lurching issue. Had they mentioned that they were attempting to fix other issues, I would have made it clear that I did not want those repairs made. That did not happen.  In fact, when the first round of repairs did not fix the issue, the next recommended step was still to address the lurching. 
  The response goes on to say that they neglected to “top off" the transmission fluid in my car. This is a misrepresentation of actual events.  I was the one to suggest the possibility that a lower-than-normal amount of transmission fluid might be the source of the lurching.   The service representative confirmed that it could be a potential cause, and he requested in writing that the fluid be checked. I was later told that the level was fine when it was substantially low.   Either the level was never checked, and I was told that it was, or it was checked but I was advised otherwise to continue searching for the source of the lurching. Either way I was given inaccurate information. Additionally, if Tansky had looked closely at the documentation provided, they would have noticed that the car was taken to yet another service facility that identified the actual cause of the lurching.  ***** ********** Service discovered that the transmission was four quarts low on fluid. Given that the transmission on the vehicle holds 9.5 quarts, it should be safe to assume that any auto repair facility should be able to detect a difference of that proportion and complete this basic repair. This is especially true if it is a suspected cause of an automotive issue. I have had no issues with the vehicle since the transmission fluid was added. 
  In conclusion, Tansky asserts that it “fixed the vehicle”.  My car was brought in for lurching and only lurching as indicated by their own documentation.  That was NOT fixed. In fact, I was given wholly inaccurate information about the status of transmission fluid in my vehicle when I specifically suggested that it should be looked at. The service manager and I never discussed the issue of the dashboard lights because they had been on for several years and had nothing to do with the lurching issue.  I had years to fix them, but I chose not to because the vehicle ran smoothly without addressing them (see additional documentation).  Tansky provided inaccurate information about a very basic repair, made expensive additional repairs that did not address the issue it was brought in for, AND recommended additional repairs that certainly would not have addressed the lurching issue.  The evidence speaks for itself, and I am owed a complete refund of the money I gave them in exchange for a working vehicle.   
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my ********* and purchased a brand new RAV4 from them. (A part of the purchase money has been financed by them.) Upon all paperwork was signed, they took out my old **** tag and installed it on my newly purchased RAV4. They did not give any temporary registration paper saying that since they didnt give any new tag, my old registration will do until they send me new cars registration later on. I work for Lyft. My old registration was immediately rejected by Lyft. So, I have been out of work ever since I made the purchase. I contacted them multiple times, but they still havent given me any temporary registration. I need my registration papers as soon as possible. Also, I demand from them compensation for my lost work.

  

  Business Response

  Date: 10/15/2024

  We have the customer's memo title.  We have called him for 4 days and he has not responded. With the memo, the registration can be updated. 

  Customer Answer

  Date: 10/16/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  Minhaz Mia

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transition was for a deposit of $500 on a vehicle which was settled over the phone. Minutes after the request for a hold on the car, another dealership, ****** Toyota (**********, ****) closer to my area called me. ****** Toyota explained to me, if I had called the sales manager from ****** Sawmill immediately, they could reimburse me for the deposit. I called ****** Sawmill dealership, explained my situation and the seller told me I will talk with my Sales manager. That was the last time I hear from him. Every call, voicemail, and email after the date of purchase (09-14-2024) has been radio silence. Other dealerships in their area (such as Toyota West in *************) are able to do returns for unseen circumstances or upon request. The vehicle in question, has been sold and off of their inventory. This dealership did not lose a cent and sold the vehicle in question in less than a week. A bit more background, I was in a car accident on 09-03-2024 and would have needed a rental in order to retrieve the vehicle (another $300 for a day rental), which is why I had no choice but to switch Toyota dealerships. I have exhausted every resource, including the dealership I choose (****** Toyota in **********, ****) to call in my account and request a refund or some understanding in the matter. ****** Toyota is the one that referred me to BBB and recommended I ask you for ******* you are probably tired of reading, I am tired of trying to reach unreachable people. Your assistance would be greatly appreciated.

  

  Business Response

  Date: 09/23/2024

  Customer's are told at the time of purchase that deposit's are non-refundable.  Based on this customer's situation, we have already authorized the refund.  The salesperson is trying to get in touch with the customer to refund the money.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3rd I took my 2019 Toyota, Highlander ******************** To Tansky Toyota of ******, ******* an Authorized Toyota service ctr for minor damage &repairs to the passenger side rear quarter panel. I had bumped a mailbox & scratched & dented the panel. I was advised in order to repair it the side glass above the panelwould need to be replaced, I have attached a letter sent to Toyota Motors of ** explaining this in detail. What was to be a 2 week repair starting on April 25th is now projected finish time "possibly" being mid August!!!!!! We are asking for any one of the following resolutions: 1. Find proper glass window & repair immediately. 2. Get the window back tha was minus the radio for temporary fix til proper window arrives. 3. Provide us a car to use until proper window arrives & car is fixed. If they told us of this window shortage in the beginning we would have told them to order it & call us when it arrived to begin repair. This is total inconvience & Tansky is a large dealership that has a car they can lend us until job is completed. We will have been 4 months without a vehicle by mid August. Providing that date isn't extended! Which is impossible in this day & age. Begging for rides & waiting to come & go isn't the world we live in now. This is all we ask. We are in pain & suffering through this. We are expecting a positive answer & quick completion of our Toyota Highlander's repair or a temporary loaner to use until it is completed. If vehicle had been totalled it would have been faster than bumping a mail box resulting in a dent & scratches.

  

  Business Response

  Date: 07/02/2024

  As we have communicated with the customer, the glass that is needed for the repair is on back order with Toyota.  We have been in contact with Toyota directly to let them know our need for this part, but the ETA is completely out of our hands.  We are just as frustrated as the customer.  Without parts, we are u**ble to repair cars efficiently.  We would prefer to fix customers cars instead of telling them that parts are not available.  Not only is this a disruption to our business, but the customers get angry with us, the dealer, for something that is completely out of our hands.

  We would like to help Mr. ******.  We would be able to put him in a rental vehicle, at no charge for 30 days.  The part is expected to be here within that time frame, but again, the ETA for these parts is completely out of our hands.   We can only go by what we are told, and, sometimes, the time frames do change.  If Mr. ****** would like a complimentary loaner for 30 days, please let me know, and I can arrange it through our rental department.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uploaded letter explains everything.

   

   Toyota Custome Experience Center,                                                                 ******* *. Shah                                                                                                                                                                               
  Toyota Motor Sales, U.S.A., Inc.                                                                       ******************
  P. O. Box 2991, Torrance,                                                                                   *****, ** 44321 
  CA 90509-2991                                                                                                      June 17, 2024.
                                                                                                                                   
  Subject: Toyota Camry 2016.   VIN 4T1BK1FK0GU5740331 
  Lemon AUTO REPAIR SERVICE AT ****** SAWMILL TOYOTA, 6300 SAWMILL **********************  **************.                                                                                             VEHICLE SERVICE DATE June 11, 2024.  Mileage  ***** at service time.
  
  Dear **************** late evening of June 10th, a warning sign SLIP INDICATOR (page 447- Owner Manual) flashed. Next morning at 8:35 a.m. I gave my Camry for diagnostic work to Service ******************* ****** at ****** Sawmill Toyota Dealer. In less than ten minutes a 
  Service Representative came with an estimate for three tires replacement. In next 30minutes, I got a call asking me if I want to sell my car or trade it. I said no. The caller did not identify and gave his phone number. He disconnected abruptly. I did not think of selling my car. So inquired to Mr. **** ******. He said that we always look for an old car to resale so one of us might have called. He also said that it will take some time to get the result of diagnostics. After two hours, I inquired for the result of diagnostics. He said to wait for a little while. Around 12 noon, I asked him again for the result. He said that it is not completed yet. 
  Second time when asked about diagnosis, he said to replace ECU is going to be $1347 and for replacement of three tires will be between $750 and $900 depending on type of tires. It was lunch time, so I wanted to take my car and come back. At this time, he said that it will take a few more hours to have complete diagnostics done. I wanted to take my car home. At this time he offered a loaner. I asked him if there will be any charge for loaner. He said there will be no charge. I signed the document for loaner and took the loaner vehicle with the understanding that diagnostics will be completed when loaner is returned next day.
  Next morning, I found out that the diagnostics was not completed. I decided to take my car and return the loaner. He gave me bill of $206.09. I said to him that diagnostics is not complete so it should be half bill ($103.05). He answered that when I bring the car back for the repair, there will be second diagnostics fee but if you authorize the repair, we will refund you $169.87 and we will give you a free loaner till your car is fixed. I settled with $206.09. After ten minutes of driving all warning signs were gone and they never came back.  
  I took my car with my worst experience:
  Highly reputable Toyota dealer price gauging.
  Giving estimate for not required services.
  Panicking the car owners (senior citizens & foreigners) by giving high estimate, playing with the diagnostics and forcing them to sell their cars to buy new cars. 
  Please note that I got oil change service on May 18th, 2024 from *******************, *****, **. It checked tires and rotated tires. On June 16, 2022 Cooling System was Flushed by ******************* Therefore Tires & Coolant Flushing are not needed. Warning Signs are gone so no other repair is required. I need refund of $206.09 + my waiting time & Peace. 
  Sincerely,
  ******* J.****
  
       
  
         
  
  
  
  
   
  
  

  

  Business Response

  Date: 07/05/2024

  After talking to the employees in regard to this interaction, it seems like we had offered some type of "goodwill" and a rental car.  If the customer wants a refund of $206.09, we can refund him that amount.

  Customer Answer

  Date: 10/22/2024

  ******** **** <***********************************>
  Oct 18, 2024, 1:46 PM (4 days ago)
  to Better
  
  I just wanted to inform you that Tansky's Sawmill Toyota Inc. has not resolved my dispute and refund the charges.
  I have driven the same car for over three thousand miles from June to October 2024 without problems after getting the car back from the dealer. 
  The dealer used a scare technique by showing the wrong diagnosis and presenting high repair estimate. 
  Please note that the dealer just wanted me to sell my old car to the dealer. 
  Can you assist me?
  ******* ******** ****

  

  Business Response

  Date: 11/07/2024

  Our typical policy is Diagonostic fees are charged but go towards work completed.  To diagnose a vehicle, a trained mechanic has to spend time on analyzing the vehicle and the potential issue. Those technicians need to be paid for their time.  That is why the fee is charged.  $206 is not worth upsetting a customer.  We will refund the customer, however, we want the customer to understand why these fees are charged.

  Customer Answer

  Date: 11/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21861524
  
  I am rejecting this response because: 
  
  Regards,
  
  Dr. ******* ******** ****, Md. Facog ****

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The air conditioning did not function after car maintenance was done at ****** on Thursday, May 9, 2024. An inspection was done prior to the maintenance work and the report noted no problems with the air conditioning. The car was returned to ****** on Monday, May 13 and a service representative (rep) said the car could not be checked unless a fee was authorized for any needed extensive diagnostic analysis. The rep said the fee would not be charged if the problem was from their previous work. Later the rep came back and said the extensive 3-4 hour diagnostic analysis was needed to locate the problem. I refused to agree to the extensive diagnostic analysis and told the rep to reassemble the car which he told me would take 10 minutes to complete. He said the charge would still be assessed. I signed the charge under protest as noted on the receipt to get my car back and found after leaving the shop that the air conditioner was now working again despite no extensive diagnosis or repairs being done. The rep had charged for the extensive diagnostic work despite his previous assurance.

  

  Business Response

  Date: 06/12/2024

  We will be happy to refund this to the customer.  Based on our research, this amount was for an oil change, a tire rotation, and a PCV valve replacement, but if there was confusion, we would prefer to keep the customer happy and refund the money.

   

  Thanks.

  Customer Answer

  Date: 06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21703171
  
  I am rejecting this response because:  This information does not correspond to the substance of the complaint.  I am not requesting a refund for the oil change, tire rotation and PCV valve replacement.  I requested a refund for an inspection fee of $206.21 that was assessed without my express approval, despite the assurance of the service technician who processed my car on May 13, 2024. I was told I had to sign paperwork in order for my car to be looked at, but that no fee would be charged until I was consulted.  Since the inspection fee was assessed without the consultation, I want the $206.21 to be refunded.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 06/22/2024

  I noticed that that my follow up response requested a different refund amount than the original complaint and wanted to explain the reason for the difference.  *********** rep who handled the car processing on May 13, 2024 said that the inspection fee was $171.95, but with taxes, the total fee charged was $206.21. 

  My follow up response used the total fee assessed of $206.21, not the fee prior to taxes.

  Thank you for your consideration.

  

  Business Response

  Date: 06/24/2024

  The original dispute amount that *** ******* asked for was $171.95.  If she is requesting $206.21, we will make the adjustment. 

  Customer Answer

  Date: 07/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21703171
  
  I am rejecting this response because: clarification is needed on what action will be taken to resolve this complaint. The response mentions an adjustment, but not that the requested refund will be issued and does not address that an inspection fee was charged without consultation as promised by the service rep.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/05/2024

  I am happy to refund the $206.21.  If there is something else that I can do, I need to know how I can help.

   

   

  Customer Answer

  Date: 07/09/2024

   

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint by issuing a refund of $206.21.   I want to note this complaint was necessary due to miscommunication issues by ****** and would encourage them to take corrective measures to prevent this problem from happening again.  Please pass along my request to ****** to be informed on how long it will take to process my refund of $206.21.  

  Thank you for your assistance.

  Regards,
  

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

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/10/23 looked at and test drove a 2017 Honda Accord. Got a price out the door of $17,399.59. Told the salesman that I would have think about it and let him know. 2/12/24 at 12:20 I texted and said I would purchase 2017 Honda Accord for $17,000.00 out the door. 13:52 received a text saying they will take it to their manager. 14:13 received a text that said OK, that will work. My manager said yes to $17k. We could hold it to the end of today to allow you time to get everything done. Per company policy, the only way we can hold the vehicle is if we have the funds and the paperwork is completed. 14:14 texted if they was going to email me the paperwork for me to get the process started? 14:36 texted funds have been transferred from my savings to checking account. Once I get information how to get the money transferred to the dealership, we can do the payment. 14:36 received a text that they can do that I would need to fill out a credit application for titling purpose. 15:41 texted that the credit application was complete. 15:47 received a text that people was test driving the car. 16:23 sent a text asking what was going on with the car. Received a text at 16:24 that someone was moving forward with purchasing that car. 16:25 texted "me or the one's the just test drove it?" 14:26 received a text saying the people that just drove it, but stay tuned hopefully it's in my favor. 16:28 texted saying "I was told the car would be held for me and now I have to hope they don't buy it?" 16:39 received a text saying they showed up while we was talking and then told it does NOT look like it will be a deal. I would be informed shortly and the car would be held as soon as they confirmed there was no deal. Yet, I was told the car would be held for me until the end of today for me at 14:13. No response the rest of the evening. 2/13/24 at 9:18 texted and asked any word on the car? 9:20 received a texted saying the car was sold. They agreed to sell me it to me at 14:13 the day before

  

  Business Response

  Date: 02/28/2024

  After talking to the team, and looking at the notes, it appears that there was just an overlap in time where a customer in the store was trying to purchase the car at the exact same time the purchase was being negotiated through phone/email.  In today's market, this can happen with the competitiveness of the purchasing.  We try to avoid this at all costs, because it does not create a good customer experience, and we pride ourselves on putting the customer first.   We would be more than happy to try to locate a vehicle that would work.  An exact vehicle and mileage is tough to agree to, because they are just not readily available.  If the customer can give us a bit of a range of what he is looking for, we will be MORE than happy to try to facilitate a purchase for him.

   

  Customer Answer

  Date: 02/28/2024

  [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 accept the business's response to resolve this complaint if they can find a car similar to what the offer to sell me out the door for $17,000.00
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:
  
  My name is **** ********, and very recently I purchased a 2018 Toyota 4Runner from Tansky Toyota. After years of great service from ***** Toyota in Cincinnati, I expected a good experience at Tansky. Unfortunately, that hasn' t been the case.

  •  Issue 1.  Tansky failed to send documentation that would allow me to register the vehicle (for context, I live over 2 hours away from Tansky, and travelling to pick up the documentation would have been impractical). As my temporary tags  approached their expiration date, I called several times and asked Tansky to expedite sending the documentation. Often my voicemails were ignored. Sometimes I received text messages that were cavalier and rude. My sales representative, ****, repeatedly told me (including in writing), that I would get the title in time. He openly stated that he would not make any effort to contact the department responsible for sending the documentation. On the weekend that my temporary tags were set to expire, I called yet again and demanded a manager after being continually ignored. I found out that the documentation hadn't been sent due to an "error" and that the employee responsible for sending the documentation (who I had left numerous messages with/for) had already gone home for the day. She returned to the office at 6 p.m. on a Friday evening and emailed me it to me. I had to make at least 10 calls and send at least 10 text messages to get Tansky to do the right thing. Had I not made these calls, I would have had to rent a vehicle for my wife on Monday morning or make arrangements for her to ride to work with a co-worker. I had just spent $40,000 on a vehicle. Tansky did not care.
   
  •  Issue 2.  The front speakers were blown and the sound was severely distorted to such an extent that I could not make Bluetooth calls and it was difficult to listen to music. ***** Toyota replaced the affected speakers and told my wife they were subject to a recall.

  •  Issue 3.   A few weeks ago, I was driving the 4Runner with my wife and kids. The road was wet and the vehicle was sliding all over even at slow speeds. We had not even had the vehicle for 2 months. I took it to ***** Toyota and the Service Manager told me the treads were at best 4/32. He was being kind. I replaced the existing Yokohama tires with new Yokohama tires for ~$1,750. Toyota should not have let the vehicle pass certification with tires in that condition. It put my wife and two children (both toddlers) at unnecessary risk. What's the point of buying a Certified vehicle if it has serious safety concerns and immediately needs new tires at substantial cost? Tansky breached its covenant to sell me a Certified vehicle. I expect it to honor the terms of purchase.

  

  Business Response

  Date: 05/31/2022

  We are sorry that Mr. ******** feels that his experience was an unpleasant one.  Of course the vehicle passed all certified requirements prior to the sale.  That being said, we understand the frustration of being told you need new tires after owning a vehicle for only 3,000 miles. Even though we are not required to purchase a set of tires for Mr. ********, we would be happy to do so. Unfortunately with used cars, the vehicle could be working perfectly during inspection, and have a malfunction weeks later.  We do our best to help clients when this might occur when the manager has this communication.   If Mr. ******** can supply us with the receipt for the tire purchase, we will be happy to reimburse him. 

  Customer Answer

  Date: 06/02/2022

  
  I accept the business's response to resolve this complaint, provided that the business reimburses me for the tires.  I have attached a receipt for the tires.
  

   

  Regards,
  
  **** ********