ComplaintsforJoseph Toyota of Dayton Co.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday, April 17 took 2014 Toyota Sienna in to Joseph Airport Toyota (**** ** ******** **** ********* ****) for a noise I heard while the car was in reverse. They examined the car and find the issue was a CV axel. They kept the car overnight and gave us rental car. Estimated cost of repair $300-warrently covered part of it. Tuesday, April 18-Joseph Airport worked on my van to replace the CV axels. Having the car on a lift for an extend amount of time. Late Tuesday, April 18 the car was picked up by my husband with the reverse noise fixed and CV axels repaired. Wednesday, April 19 when I got in my car to drive it I heard a clunking noise while driving it in drive. It was a constant rattle noise that could also be felt in the accelerator pedal. The van was returned to us with this new noise. Thursday Morning April, 20th- made a new apt. took the van back to Joseph Airport with this new noise where they again looked at the van. The mechanic agreed that this was a new noise that I originally did not come in with. Based off the noise it was making me they concluded that the issue was coming from the struts. However, the supervisor informed me that they didn’t take look at the actual struts because it was too time consuming. To replace the struts the new estimate was $2000ish. • I brought my car in with a $300 issue and while under Joseph Airports mechanical care I was returned my car with at $2000 problem/noise. • The assumption I was given was that struts or shocks can be hyperextended while hanging on the lift. • When I looked into this I found that assumption to be accurate. The hyperextension from hanging on the lift can cause damage to the valving inside where it no longer can function correctly. Which can also cause issues breaking while driving. • When the supervisor called back she started off that we were excellent consumers. (We bought or van there 8 year ago and continued to have oil changes, tires, and other work done there over the years). She confirmed the issue that that I was reporting with my vehicle. That it was making a new noise and I happened under their care. She suggested at this time a quick strut replacement and they would pay for an alignment after we paid for the quick struts. That this time I told her I would talk with my husband and get back with her. Wednesday, April 26 I called the manager back to find out what plan they had to fix the damage to my car. I asked how much the quick struts would cost me. She told me that she would find out and text me. I have the text with the amount. She had two prices. One for $350 or $400 for each. • The supervisor appeared that was in agreement the noise started from their shop while fixing the CV Axel. The supervisor texted…There is no safety concern just a noise concern. She told me that if I do not like the noise or the noise bothers me then I am responsible for replacing the noise not them. She said its not a safety concern but all my research contradicts that story from her. It appears driving with broken or damaged struts is very unsafe and can cause issues stopping. Google: “Struts on the front-end of your vehicle are also crucial for steering and alignment. Driving with a broken strut will be extremely uncomfortable for you and your passengers, and is unsafe in an emergency. It can also damage other components in your car.” Also reading Google,” Driving with damaged struts can reduced braking efficiency – Worn shocks and struts can have an adverse effect on the performance of your brakes. Your vehicle's stopping distance may increase, which can be critical in an emergency braking situation. You're also at increased risk of skidding on wet roads.” I have 3 young children that I commute all around the area I do not feel safe driving them. April 26, 2023 approximately 10:00 I contacted the GM of Joseph Airport I was put on a speaker phone with the GM and another gentlemen who I do not know his name. I calmly was in the middle of explaining my concern and the GM interrupted me and snapped, “I’ll look into it.” I stopped talking because I was so rudely interrupted and he again snapped, “Are you there.” From there I replied, “Thank you for looking into it I look forward to hear from you.” April 26, 2023 approximately 2:50 pm- the supervisor contacted me not the GM. She told me that they would do 20% off leaving the total a little over $1000. I asked the supervisor to transfer me to the GM bc that was not good enough. I do not feel comfortable paying $1000 for an issue caused by them. UNDER their professional care. The GM did not want to hear from me. He was unprofessional and condescending while talking to me. He appeared to not want to be bothered with my concern or handle this issue. He yelled at me, “I gave you half off, didn’t I?”. He also, only could say, “Your van has 180,000 miles. This could happen to anyone.” At that point I was done addressing my concern with him anymore and decided to make a claim with Better Business. Even with 180,000 miles my van NEVER made this noise before and ONLY started while in the CARE of Joseph Airport on April 17-18, 2023. May 1, 2023 at 11:04 AM- I called Toyota Corporation to file a complaint against Joseph Airport and the GM. I talked to a consumer complaint consultant.

  Business response

  05/05/2023

  Dear Mrs *****,

  I apologize if I came across rude. Your continued insistence that we were responsible for the damage of your car without allowing a response to the allegation is why I eventually just said I would look into it. When a vehicle is put on a lift the components that provide functional comfort like the suspension hang with gravity. This would allow a warn item, like a strut to unseat. I have provided a picture of this condition from another Sienna that happened to come in for repair. This vehicle had significantly less mileage then your vehicle. The wear of the strut is the likely cause of this problem.

  I understand it is frustrating to have mounting repairs on your vehicle. We followed the correct procedure for the repair during your visit. We took proper care of your vehicle during and after the repair. 

  Again, I apologize our interactions on the phone were not what you or I would expect , and I regret my contribution to that conversation.

  Best Regards,

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

  General Manager

   

  Customer response

  05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because I disagree.  I brought my vehicle in for professional mechanicals to fix my car.  Instead I was returned my vehicle in worse condition then when I originally dropped off and making a new noise that I did not have before my vehicle was under Joseph Airports care.  I understand accidents happen, but if you damage someone's things the right thing to do is to fix what you damaged. Return the product in the same or better condition.  It should not have been returned to the customer in a worse condition.  
  
  Sincerely,
  
  ******* *****

  Business response

  05/08/2023

  Dear *******,

   

  I regret you cannot see the likely possibility that the part in question is likely warn similar to the pics provided on a similar vehicle with many less miles. The vehicle you brought in had another component we repaired that also was worn. We will not be providing any repairs or adjustment to your bill as we took proper care of your vehicle.

   

  Best Regards,

   

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

  General Manager

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because after doing some more research I have found out that only one of the axels were in stock.  The other axel they put on my van was an aftermarket product.  I believe the aftermarket axel is causing the noise and not the struts.  Research has shown that if this product if off by a hair it will make a sound.  Luckily, "The dealership warrants all parts and labor performed in conjunction with this repair for 1 year.  If any factory part or labor fails in normal service within that period, the dealership will preplace the defective parts and /or labor any defect in workmanship."  I also, learned that Joseph Toyota is stating, "Our goal for every customer is a truly exceptional experience.  If you don not feel we exceeded your expectations, please contact."  This goal for their company has not been met or even attempted to make this situation right. Joseph Airport is now refusing the service my van.  I do agree with Joseph Airport we will not be able to setting this disagreement through this platform and I will continue to pursue this claim elsewhere.  
  
  Sincerely,
  
  ******* *****

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