ComplaintsforTansky's Sawmill Toyota Inc.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  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 response

  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

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** ********

*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. ↩