ComplaintsforToyota of Gladstone

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Resolution requested: $3,000 discount and a complimentary extended service protection, the *** Platinum, for a RAV4 Hybrid bought on 12/31/2023. Deal# *****. Please see issues below.1.No official offering price invoice from Toyota of Gladstone for RAV4 Hybrid.On 12/31/23, I signed paperwork listing the options and itemized charges that were added to the ***** but this documentation was not included in the purchase agreement I received from Toyota of Gladstone and manager ************************* said it doesnt exist. Possible violation of Oregon statute ORS ******* (1)(u) 137-020-0050 Motor Vehicle Advertising. 2.****** Toyota advertised the car, same ***, for less than I paid at Toyota of Gladstone.On 1/2/24, ****** Toyota was advertising the exact car that I had previously purchased on 12/31/23 for a lower price than what I paid Toyota of Gladstone. I presented a copy of the RAV4 Hybrid advertisement from the ****** Toyota of Hermiston website to *************************, Sales manager at Toyota of Gladstone on 1/2/24 who said he would discount the price of the car. Emails have been exchanged, but no action has been taken by Toyota of Gladstone and this situation is still unresolved as of today. I sent follow-up emails to *****************************, General Manager, on 3/1/24 and talked on the phone with ************************* on 3/2/24. 3. Toyota of Gladstone made false statements regarding the location of the RAV4 Hybrid, including on the day of the purchase and several days thereafter.The vehicle was not at **************** as stated multiple times on 12/31. I researched the *** and discovered this exact car was still listed for sale at ****** Toyota of Hermiston two days after I purchased it. 4.The RAV4 Hybrid was dirty when it was delivered to me at Toyota of Gladstone.Food crumbs, bacon, and sesame seeds were on the drivers side floor and I am concerned about how the car was driven during the 200 mile journey before I took possession. Thus, requesting extended service protection.

  Customer response

  05/01/2024

  Hi. I received a call from ************************* at Toyota of Gladstone today (5/1/24) at 5:30 pm in response to my BBB filing. I am respectfully requesting to work with someone other than ****** due to his lack of follow-through these past four months, unprofessionalism (e.g., labeling my request "unreasonable" and saying that over and over on the phone), and low level of approval authority.  He did offer to purchase back the vehicle, but I would need to see the terms in writing before considering.  Thanks for your help!!

  

  Business response

  05/03/2024

  On 12.31.23 ************ purchased a Rav4 Hybrid from Toyota of Gladstone. On 1.2.24 she came in and brought an advertisement to us showing the car was discounted at another dealership (from where we had secured the car via an inventory exchange) for $1000.00 less than what she had agreed to pay when purchasing from Toyota of Gladstone. ************************* (Sales Manager) agreed to reduce the price of the Rav4 Hybrid by the same amount via phone. ************ had originally asked for us to reduce the price of the car by $3000 and we denied that request. She emailed **************** to reiterate there conversation with him citing the original request of $3000 to which **************** replied by reminding her that he had agreed to match the $1000 discount, which would result in a check of $800 which was the difference she had paid since we reduced the price by $200 at time of purchase.At this point we never got an affirmative response from ************ and the check was not written. On 5.1.24 Toyota of Gladstone received this filing and *************** reached out to ************ and made an offer to mail her the check for $800.00  OR to purchase the vehicle back from her to which she replied she would think about it and get back to us. As of today 5.3.24 we have not heard back from ************ and while we would like to find an agreed upon resolution we feel as though we need to find closure on this case as the offer to buy back the car cannot be and is not open ended and we have not found a resolution that works for both parties monetarily. We have prepared a check for ************ in the amount of the originally agreed upon difference of $800.00 which will be mailed next week. 

  Customer response

  05/06/2024

   
  Complaint: 21651701
  
  I am rejecting this response. The $3,000 and complimentary VSA Platinum extended service protection represents compensation for purchasing a brand-new vehicle yet receiving a vehicle that had high mileage, was dirty, and was advertised for a lower amount at another dealership. 

  On 12/31/23 I purchased a brand new RAV4 from Toyota of Gladstone that was supposed to be at the **************** and delivered on 12/31/23; however, on 1/3/24 I received a dirty RAV4 that had been driven over 200 miles. I never granted approval for the car to be driven from *********, OR to Gladstone, OR.  It should have been trucked. Car and Driver states:In general, you can expect a new car to have less than 100 miles on it, simply from transport and test drivers. If the cars mileage exceeds this limit, it might be appropriate to ask for a discounted price or a replacement vehicle While you certainly don't want your new car to have more than 200 miles on it.
  

  On January 2, prior to delivery of the dirty car with over 200 miles on it, I received an email from ****** stating the dealer would discount the price. No corrective action was taken. I followed-up in early March with the general manager and ******, and again no corrective action was taken. Engaging the BBB in early May, on this issue which is over four-months old, seems to finally spur action.
  

  Additionally, Toyota of Gladstones offer to buy back the car did not come with a purchase price, so I would like to confirm that Toyota of Gladstone will pay the original cost of $34,900. This information is required in order to consider the offer.
  Thank you for your time.
  
  Sincerely,
  
  *******************

  

  Business response

  05/11/2024

  As stated previously we are in a position to offer a buy back of the vehicle ************ purchased from us and we have mailed her the check for $500.00 which was the initally compensation offered. We are prepared to purchase the vehicle back at fair market price which will be dependent on miles and condition. We will be happy to send her a link where she can provide all the information needed to complete a fair assesment. 

  Customer response

  05/14/2024

   
  Complaint: 21651701
  
  I am rejecting this response. Toyota of Gladstone sold me a brand new RAV4 Hybrid for more than the advertised price and then delivered a dirty, used vehicle 3 days after the stated delivery date. The New Vehicle Delivery Check Sheet shows the car did not have a quality inspection prior to delivery and the interior was not cleaned and undamaged. As we all know, $500 is not the amount that Toyota of Gladstone initially offered, nor is it sufficient compensation for the multiple issues associated with the purchase of a new RAV4 Hybrid from Toyota of Gladstone. The resolution in this case is either (1) buy back the vehicle, at the suggestion of the dealership, at the original purchase price or (2) refund the down payment of $3,000 and provide the *** Platinum extended service protection.
  
  Sincerely,
  
  *******************

  

  Business response

  05/21/2024

  It is not the knowledge of Toyota of Gladstone that anyone agreed to a $3000 reimburesement along with a no cost VSA. Toyota of Gladstone is prepared to offer a payment of $800.00 which covers the $500 price difference for the Rav4 as well as the additional unexpected miles. I will offer as a well a full detail from Toyota of Gladstone, if you would like to take advantage of this please feel free to call me directly at Toyota of Gladstone (*************************). This is what we are prepared to offer, $800 which went out in the mail last week and a full and complete deatil OR we will buy back your Rav4 at current market value. Thank you. 

  Customer response

  05/27/2024

   
  Complaint: 21651701
  
  I am rejecting this response because I spoke with *****************************, General Manager, who is providing a follow-up offer.
  
  Sincerely,
  
  *******************

  Customer response

  05/30/2024

  Hello. I spoke with the General Manager at Toyota of Gladstone, who called me after he was contacted by the Executive Offices of Toyota Motor Sales, and we agreed on follow-up action. I received a second compensation package from the Dealership this week, so I can now consider the case closed. Thank you to the BBB for all of your help in resolving this matter!

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FIrst I would like to start off by saying the salles associate who sold ** the car was amazing, same with the mechanic who handled our car issues , and who was in contact with me while going thru the repair process. We bought a 2020 ****** ascent from gladstone toyota, in August 2023. When we took the car for a test drive, on inital start up the car made a ticking sound which we were told is just the ac in the car. As time progressed people started commenting on the ticking ,we didnt think much of it we were told it was the *** but we figured we better get it cheked out. luckly we already had an appointment coming up for an oil change, plus my breaks were bad they would shake when I applied them. (after 3 months no way )We took the car,let them know our concerns, they called us let us, said the pads measured at 3mm and the front and back rotors are warped, the ticking was the exhaust manifold gasket leaking. After 3 months?? I asked about the presale inspection report, and found out this was all noted on the pre inspetion report and recommended to be fixed, but it never got fixed before selling to me. This informaion was not dislosed at the time of sale!! we were assured everything was inspected,no problem's,no recalls.... after negotiating on cost, which i shouldnt of had to pay. The ** to agree to pay half the cost, and no more. but there is still a ticking sound, from a crack in the exhaust manifold. I was told this doesnt effect the car or its function, and dont need to fix. fixing it, it would be an additonal cost. iv been told that the crack is most likely due to the exhaust gasket leak.... I just bought a car,iv had for 3 months, i pay 700 a month for, and I have to pay $687.61 dollars on repairs,and still needs a new exhaust manifold. I should not have to pay for this to get fixed. I just want my car to function properly and be fixed. this never should have happened. or been sold with these issues.

  

  Business response

  02/24/2024

  Toyota of Gladstone has agreed to cover the cost to replace the exhaust manifold on the vehicle ************ purchased from ** in August of 2023. While we do maintain that we have already gone above and beyond when we replaced the leaking gaskets at a cost of $944 we also believe in the relationship we have with ************ who has been patient, kind, and respectful during this process. ************ can reach out to me at anytime if there is anything she needs and has my contact information. 

  Customer response

  02/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I am extremely happy with this outcome and with the treatment and respect I received from all involved, the employees were all extremely polite, understanding and respectful. I really appreciate all they have done, it really goes along way these days just to show a little kindness and understanding of what everyone is going thru in the world right now. I would highly recommend gladstone toyota to anyone!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please call me to make it easier for me to explain in person. There has been multiple interactions with the company in my attempts reslove matters with gladestone of Toyota and they are not wanting to meet in the middle.

  

  Business response

  02/03/2024

  **************** purchased a 2019 **** Taurus from Toyota of Gladstone on 12.17.22, at the time of purchase the vehicle had ****** miles and it was purchased as a pre-owned vehicle.

  
  **************** had at the time of purchase expressed concerns about air possibly coming through the doors on the driver side of the vehicle.As you can see by the documents submitted by **************** we agreed to check the vehicle door *****, exterior trim, windows for catching/grinding, alignment, lube the steering wheel and front seat tracs as a part of the agreement to purchase. We did not however make a commitment to make any corrections.  As you will see in documents presented by Toyota of Gladstone on 12.27.22 Toyota of Gladstone completed an inspection to address the concerns *************** had in relation to the items in the promised list. Our service department was unable to duplicate and of the concerns however we did order the parts to replace the door ***** from **** and made some adjustments to alleviate the concern of air flow. ON 01.31.2023 the door ***** were installed, the car was re-inspected for rattles and seat tracks were lubricated. The cost of this visit was $628.80 and the bill was submitted to the sales department for payment the total cost to the customer was $0.00.
  On 4.07.2023 **************** came back for oil change and was siting similar concerns as previously discussed. We agreed to replace the weather-stripping a second time at no cost to the customer. The total amount of this bill was $534.75 to the dealership.  **************** continued to express concerns over the air flow coming from the driver side of the Taurus; Toyota of Gladstone could not replicate the concern. We advised Mr.****** that he should take the car to **** as they would have certified technicians who specialized in the **** products and they could advise further.At this point Toyota of Gladstone had fulfilled the promise made to Mr. ******* which was to check for any abnormalities related specially to the concerns listed at the time of purchase. Not only did we fulfill the owed items we also made corrects to the total dollar amount of $1,163.55.
  It was not until October of 2023 that **************** took the Taurus to the **** dealership to have the car inspected. The consensus there was that the * pillar had been pushed in and needed an adjustment as submitted by **************** and attached to this complaint the estimate to make this correction is $534.50.
  We have communicated to **************** that Toyota of Gladstone not only had fulfilled the agreement we had made to check the air flow concerns but we had further contributed parts and labor in an attempt to make corrections that would be satisfactory which was above and beyond what had been promised.
  In August of 2023 **************** verbalized concerns regarding his interest rate on this vehicle indicating that the rate he has contracted with the bank is not the rate he had agreed upon verbally. We have explained that Toyota of Gladstone does not make verbal agreements with clients or banks and all financial agreements are presented in writing and must be approved by the bank and the client. Attached I have supplied evidence of ************************** signature on three documents indicating he was not only aware of the rate but also agreed to it.
  In verbal communication before these complaints were filed **************** was in agreeance that he signed for the rate and was made aware that we would not be able to further assist financially with adjustments to the * pillar as it was not only 11 months after the purchase date but that Toyota of Gladstone had already contributed what we could to help.
  In most recent communication after this complaint was filed **************** said that we had done absolutely nothing to assist. While explaining that this was not case and reviewing the multiple conversations, visits and financial contributions we have made **************** hung up on us and has ceased further communication.
  Toyota of Gladstone ascertains that we have gone above and beyond to openly communicate, provide assistance in the form of service inspections, parts and labor, as well as provided evidence to ****************  in regards to his various complaints. 

  Customer response

  02/04/2024

   
  Complaint: 21190778
  
  I am rejecting this response because: Toyota of gladstone never fulfilled their promise on agreement. one parts of the things on the promise note was filled. and the second time I was at the dealership they said would replace door seals but never did. also the took out my sides mirrors and never put them back in right and they said I would have to replace them. unfortunately, I had to wait some time for a available appointment. Toyota of gladestone should work on being honest with there customers and the community they served instead of not telling the whole story that has happened during all of this.
  
  Sincerely,
  
  *********************

  Customer response

  02/06/2024

  At the one time of ********************* attempt to fix part of problem the trim seals started falling within a few days of them being replaced. and they were supposed to be replaced but never did hence the side mirrors that damage. then the quote from the **** dealership is part of the basic work up of the bill not about fixing the b pillar that was clearly don't prior to me getting the car. not to mention the amount of money I had to spend on the car to get road worthy and safely. Toyota of gladestone has taken advengte of first time car buyer and someone who is single dad that both himself and child have disability and they know about.

  

  Business response

  02/08/2024

  Thank you for sharing ************************** response here. 

  **************** is siting that the weather stripping that we installed at no cost was falling off shortly after install and was never replaced, Toyota of Gladstone has replaced the weather stripping with no indication that it would provide any resolution for the airflow **************** was experiencing because we were never able to re-create the problem. When I spoke to **************** in October of 2023 he never shared any information about the weather stripping being anything other than intact. At this time he had just visited with the **** dealer and the weather stripping was installed the second time in April of 2023. The quotes presented from the **** dealership attached to this complaint and provided to Toyota of Gladstone show no charge with the exception of preliminary quote from the body shop to realign the LT DOOR SHELL and all associated charges. His list of concerns does not include weather stripping sagging and/or falling off on any part of the vehicle however **** would need to remove it as part of the work to correct the misaligned door which is caused by the pushed in B Pillar. As previously stated the vehicle inspection done with the **** Dealership took place almost 9.5 months after the vehicle was purchased by ***************** 

  Toyota of Gladstone has received no correspondence from **************** regarding the vehicle being unsafe and not road worthy at the time of purchase; this is the first communication indicating such.  At this point Toyota of Gladstone would ask *************** to provide any and all receipts that are associated with making the vehicle he purchased from us in December of 2022 road worthy and safe.

  
  It is not our intention to take advantage of any persons at any time and we are more than willing to take fair action to rectify any occurrences of disruption that take place with any vehicle or any customer service issues that arise. We believe in this circumstance with the information provided with the timelines as they are that we have provided ample assistance and gone above and beyond what was promised at the time of purchase. 

  Customer response

  02/20/2024

  I did send to 2 responses my issues after they respond with lies and complete disregard for the truth and no attempt in being truth in what happen. That I have been having with Toyota of ********************* with no attempt by them in resolving this. So, this shouldn't be closed tell some attempt to resolve this matter is meant.

  Customer response

  02/20/2024

  I provide more than enough information and called about the air flow with car sent i got it and but have been drug though the mud the service department and get no return on phone calls and treated and garbage by Toyota of ***** stones employs and each time they have my car they make even worse and have provide more than enough paper work about what it cost me to get the car road worthy and got the service manager about it too but got treated like garbage again.. hence the reason why it took me 9.5 month to go to a **** dealership is because is when I got the ok for take the car somewhere rather than ******** hence how the problem was figure out the Toyota of glade stones sold me a wreck and a unsafe car. and had to wait for an appointment. and the I wish someone would actually call me from BBB and let me explain then sitauin rather than this way. I refuse to be degraded and disrespected by any at Toyota of gladstone anymore. I just want my car to fix my son and I as promise...

  Customer response

  03/19/2024

  I put ***** down on the car on 12-17-22 which isn't reflecting the amount I owe on my car, which is still too high with all the problems that are going on with the car. and I i am making double the amount of the minimum monthly payment and still owe way too much on my car. Granted, I have taken to the dealership to only be treated like I was some worthless person and knew nothing I was talking about. and kept on getting switched around between person to person so I had no one to talk to. Each time I got my car back there was always something else wrong with my car. Not to mention it took me an hour at least to get to the dealership depending on the time of day. I have been lied to about what I was signing and what promise to be fixed on my car which still isn't being resolved. and I have tried to resolve this with the dealership but have been having to call daily to only be told to take it somewhere else when its ********************* that is responsible for fixing my car. Life happens at times and the **** dealership took a bit to get back to me and then took a awhile to get the car in for a appointment for which I was question why I was sold the car with the problems it is having and why isn't gladstone fixing their own problems. to find out the car has been in a wreck and b piler has been push in, and the presoivuer owner has replaced the windshield and didn't fix on the driver side and only painted the driver side of car that doesn't even match the car. then to have ********************* try to say that I did all this when the problems that I have been bring car in for match what has happened with the car and its clear it was done before I even bought it. The car has major draft, and leak, so it never stays warm or cool inside the car, transmission is giving struggling, floor liner not even put it right. electeral issues on the driver side, paint pilling off the driver side, molding falling offing, and so much more which I have brought to Toyota of gladestone  attention but get told I don't know what I am talking about. I have a child with special needs like myself which they knew about and I have stress the importance of having a safe and reliable car. 

  Customer response

  03/19/2024

  Some of the stuff I had to right after the care to get the car road wrothey and safe. Since rotors were heat creak which the services **************************** about. Which I have been excuse of addeding stuff to the car which cause the problems which isnt the case the car came with the add ons. I have text msg of the extremely poor communication by service reps at totoya gladestone

  

  Business response

  05/22/2024

  Toyota of Gladstone has provided ample assistance and has followed through with assisting **************** in the repairs to the vehicle we had agreed to when he purchased from us. Toyota of Gladstone has contributed all we can and we are not prepared to offer any further assistance. 

  In regards to **************** being told it was items he had added to the car that were causing the problems this has already been addressed with **************** during a phone call when it was explained that our Service Manager was mistaken in his belief that **************** had added the weather guards and that ************** (Myself) had confirmed by researching the in take pictures of the vehilce that they were already on the car.

  Customer response

  05/23/2024

   
  Complaint: 21190778
  
  I am rejecting this response because:
   They have sold me a car that clearly was in wreck, and I have taken into Toyota of gladstone serval times to have the multiple issues address. even if it meant driving for over an hour and sitting at a town that I did not feel comfortable in. The last time I was there they pulled out both of my side mirrors and told me that those need be replaced, and the trim and moldings need on both sides of the car need to be replace. and that they would get back to me but that never happen, just like the amount of money that I had to put in the car within 2 months of having car due to improper tires and bad rotors on the car that clearly were overlook by Toyota of *********************. Never once addressing the other issues that I have stated in this ongoing complaint. I was told to take it to **** which I did and stated the situation about that in the complaint as well. No need to write a story. Toyota of ********************* as taken advantage of single father of special needs that they knew about and now wont though with they said they will do nor do what is right. All I want is my car truly fix and the payments corrected...
  Sincerely,
  
  *********************

  Customer response

  05/29/2024

  How about them previously stating that they would reimburse me and or help me with the car? Just before the case was close by mistake No attempts or anything have been made to do that?? But since the case was reopen, they have taken the approach of making up lies that have tried to help when in fact they haven't at all.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** (******) and me agreed on a price of $39,306.00, when i went in to sign documents the finance guy( Momo) had me sign all documents on a ipad the transferred to computer in those documents was a $ ****** undisclosed fee for a ***** dollar theft protection program that i never knew about because it was never disclosed to me. I think they were trying to get the purchase price back up to ********* as that was what they wanted at first. After i caught this the next day i called Momo and he admitted it was bundles in all the extra costs but that he should have disclosed this up front. It looks like fraudulent buisness tacticts to me.

  

  Business response

  04/07/2023

  I left a voicemail with ******* to return my call. I can not apologize enough that this has happened I can assure you the numbers are coincidental and this not a typical practice. I have requested  a refund be posted to your Toyota Financial Services account, the credit should posted next week. Please keep an eye out for it and feel free to call at any time. 

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

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

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

  Customer response

  04/11/2023

   
  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. I spoke with sales manager and she refunded the amount that was not disclosed at signing of sales agreement i have no reason not to believe her response as she seemed very honest and polite. I am a elderly man and am not as sharp as the sales people who work there so i have to trust the people i deal with. I wish they would post all their extra add-ons on the wall so all customers get the same GREAT DEAL as the next person would when purchasing a extended warranty when they finalize the deal, that way there are no misunderstanding( like when you go grocery shopping)everybody pays the same.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I agreed to have my Toyota truck worked on. I went in for an oil change and they told me I needed new brakes. I agreed. They had a Lyft ride pick me up 3 hours later. When I arrived to pick up my truck, they told me about the tire rod leaking cost would be an additional $1000.00. along with the $1400 for tires and brakes. I asked if it was safe for me to drive? **** spoke to his manger and they proceeded to me a rental car.. Today my son spoke with **** and was told the $1000.00 was one item that was replaced. It was never explained in detail the told cost. It is now $4000.00. While talking to my son **** told him it was on the paper under the one I had been shown . I called 1/21/23 twice no one took my call nor did anyone reach out to me about this amount ($4000.00) or more.

  

  Business response

  03/04/2023

  Good Afternoon, 

  ***** met with *************************** (Service Director) and was offered a $1000 discount for the services that were completed on her Truck. We have go over some training points with **** in being clear that all charges need to be clarified and a total price should be made quite clear. We appreciate the opportunity to correct our mistakes. Please let us if we can do anything more to help. 

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

  Customer Service Manager

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

  Customer response

  03/09/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: I had to take my Truck back the brakes were sloppy making a whooshing sound when applying pressure, they went all the way to the floor ( I was told it was nothing however, this could be due the brake booster leaking air). My steering column was making noises. I sat for 2 hours and was told the brakes were normal and the steering column was in need of an internal part replaced. I am not sure about the so called discount they gave me, but I paid them to get my truck back. My truck was not repaired correctly. They charge whatever they want whether or not I agree with it. I'm waiting to hear from them about this internal part to be replaced. My time is worth  money as well, This was a simple oil change on a maintenance plan that was a surprise I had purchased the last time I had my vehicle service. I was told then it needed a fan belt replacement, but however they didn't replace the water pump because once again the service guys didn't communicate with the sales floor it need to be replaced until after the engine was put together. I know nothing about repairs on a vehicle but every time I come here I walk away with thousands of dollars ( not hundreds but thousands) in maintenance fees.

  Sincerely,
  
  *******************************

  

  Business response

  03/22/2023

  Good Afternoon, 

   

  We are still working with ********* on getting her squared away on the car, she is coming in to meet with on 3.22.23. In regards to the discounts we have provided after her previous visit we wish to provide some more detail. We extended a $500.00 direct discount and did a no cost brake service.

   

  Please let me know if you have any further questions. 

   

  Thank you so much! 

  Customer response

  03/30/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: This is misleading as the initial complaint, they charged me $4,007.33. I paid $3,550.60 a difference of $456.73 not $500.00. ON my invoice it states Front Brake Pad replacement, Front brakes.. also states found front brake pads still good, started resurfacing rotors and replaced pads at on charge to customer. "This was their error" This was not part of a cash reimbursement or discount. The fact they told you "BBB" they gave me $1000.00 goes to show the lack of responsibility to the consumer. I want Toyota to be more transparent about the costs, how much parts are and then break it down to show how much you pay in labor costs. So at that time we can make a decision to take the vehicle elsewhere. I want my full $1000.00 as they told you they gave me. I noticed no apathy or concern coming up with some random amount to tell you that they gave me $1000.00 and now $500.00 in each case is incorrect. My concern is how  many other Senior citizens do they take or have taken advantage of. I was asked before they completed my truck to agree and end this dispute. 
  
  Sincerely,
  
  *******************************

  

  Business response

  04/13/2023

  Thank you for your response. We would love to have the opportunity to discuss this over the phone or in person but have not been able to reach you and have not received calls back after leaving voice mails. We are not in a position to extend any further discount at this time as we have already extended monetary compensation as well as a refund for services. Please call *************************** in the service department with any further questions.

  Thank you so much! 

  Customer response

  04/15/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: You left 2 voice mails while I was on vacation.. ***** and I had spoken prior or while my tuck was in your care. I agreed  to the non-disclosure that you would fix my truck if I agreed to this complaint. I would have agreed to whatever he offered me. I would agree to anything to have my truck fixed correctly. As far as Toyota not having enough to give is an outrageous "2 day rental car". You told the BBB you gave me a $1000. that's my point in the first place "false". As was the work done on my vehicle. (Transparency on all work orders.) 
  
  Sincerely
  
  *******************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 2021 RX 450h on Sept 6, 2022 I was not told that no sound in any part of the car worked (navigation, radio, blue tooth, phone, etc.) because the system wide amplifier was broken. I did not test radio at the dealership because I believed a dealership would not sell a broken car. I discovered the problem on the drive home. I called the dealership on 7 Sep 22 and I was given the run around including the service shop didn't tell the salesperson of the issue followed by the only place the warranty repair could be done was Lexus of ******** because they diagnosed the problem in the first place. I was not told that the amp would be on back order or that no amps were available in the US. The ******************** service folks have no idea when the part will be available. I found this information out by talking to ************* in ******. Additionally, as part of the deal, Gladstone included an additional key that would be shipped directly to me at no charge. I have not received the key. I called today regarding the key and was told that Gladstone Toyota could not buy the key and send it to us per a sales manager. Instead, now we must buy the key and Gladstone Toyota will reimburse use. Why would the sale manager initially say include a key and now change his mind? Why didn't they call me immediately to tell me to buy my own key and send a receipt for reimbursement?The entire deal smells. I believe I am due an adjustment to the purchase price as the radio doesn't work. I will take a partial refund of the purchase price.

  

  Business response

  10/08/2022

  Thank you! 

  As of today 10.08.22 we have reimbursed ************************ for the key and the programming that was done by her at Lexus. We are in communication with both her and Lexus and are awaiting an answer from Lexus on how to go about getting the part that is needed to correct the issue in the Lexus (the amp). 

  Our Service Director *************************** has been in touch with her and updated her and we will continue to do so as we work with Lexus to find the best solution. 

  Thank you, 

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

  Customer response

  10/08/2022

   
  Complaint: 18131877
  
  I am rejecting this response because:  1) Business has not reimbursed for key programming, only key itself.  I ordered the key and sent that receipt but have not sent the programming receipt yet.  2) The business sold a defective car at a nondefective car price.  They knew the car had a burnt out amp when it was sold to us.  They knew the amp was on back order and that none were available in the US.  They knew it could be months before an amp is available.  Therefore, we want money equal to the difference in price of the car with a working amp versus a car without a working amp.  The amp cost is approximately $2500.  Therefore, we are requesting $2500.00 and reimbursement for programming the key.  
  
  Sincerely,
  
  *******************************

  

  Business response

  10/26/2022

  Good Afternoon! 

  We will be waiting to come to an agreement with ***** until the Lexus is fixed which seems as though it will be this week. ***** was asked to send the additional receipt to ***** and we are processing that check for her. 

  Thank You! 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2006 Toyota Highlander on 6/4/22 a Saturday. I told the sales person I would have it inspected by a mechanic Monday and would be returning the vehicle if any issues were found. **** the salesman stated that would be no problem. On Monday my mechanic inspected the vehicle. Several issues were found including frame damage that was not disclosed to me when purchasing. I called Tuesday 6/7 and requested a manager call me and that I would be there to return the vehicle that afternoon. A manager called me back and was very rude. I was told I bought the car as is and they would not accept it back. I explained to the manager I was told if I had an issue I could bring it back no problem. He said he would talk to the general manager and return my call. He did not call back. I showed up to the dealership at 5:30pm to return the car. I talked to another manager who was extremely rude and called me a liar. Told me nobody would have said I could bring the car back. He said he would have his shop look at the car and if they saw the same issues they would fix the car. They looked at it and found nothing wrong. I was told if I brought in a written letter from my mechanic stating the issues they would fix them. When I asked how much time I have to do that he could not answer me. I left there in tears and very frustrated. I have been sold a damaged car and they do not care. They just want there money. Do not buy from this dealer. They are the worst car dealer I have ever worked with!!!

  

  Business response

  06/14/2022

  This situation has been rectified and it is my understanding that the customer is happy. The dealership did not hold the complainant responsible for the agreed upon contract on the Highlander and we did take the car back and issued a full refund of the down payment to the customer. 

   

  Please let me know should you need anything further from Toyota of Gladstone. 

   

  Thank you 

   

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

  Customer response

  06/14/2022

   
  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. 
  
  Sincerely,
  
  *************************

   

• Initial Complaint

  04/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership he discriminated against me buying a vehicle from them simply because I dont live in ******. They blatantly told me they would NOT sell me a TRD pro Tacoma which was marked up by $5k by the way but was cheaper than anywhere else in ******* simply because I dont live in ******. I was absolutely livid.

  

  Business response

  04/13/2022

  This afternoon 4.13.22 I spoke to ********************. I explained to him that we are not singling him out in any way and that we are not selling any cars (regardless of model or trim) outside of 50 miles at the moment due to the inventory shortage. This applies for all customers even those have done business with us previously and those that *** live in the ***************.

  I also explained to him that we are going to make an exception for him and that the next TRD PRO Tacoma we have coming in will have his name on it. Although it *** take several months and he will need to come here to pick up the truck we are going to give him the option of buying one from us. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Toyota Camry SE on February 18, 2022, from Toyota of Gladstone, for the total price of $27,980. At the time of the test drive on February 18th, this was the only 2022 Toyota Camry on the dealers lot and I had been contacted about this car having just come in to the dealership. At the time of the test drive and the purchase, as well as for a week thereafter, this 2022 Toyota Camry SE had onboard navigation included and operating, which I explored and utilized and which was identical to the onboard navigation included with my husband's 2022 Toyota Forerunner, purchased in January 2020. When my husband and I got into the car to drive on February 25, 2022, the onboard navigation was no longer appearing on the screen. When I went to the map feature, the screen message came up that the navigation app was not installed and needed to be installed. Through many, many phone calls to Toyota and to Toyota of Gladstone, no one has offered to even look at the car, even though the car is under warranty. The only thing I am told is that it is impossible for the car to ever have had the navigation feature, even though my husband I both used it. There have been multiple ridiculous excuses that I have been given as to why I am mistaken about the onboard navigation. My husband and I have purchased six new Toyota vehicles from Toyota of Gladstone over the years and never had any problem of any kind. The last word from Toyota on March 9th was that the matter was being forwarded for conflict resolution to the General Manager of Toyota of Gladstone (only named *****), who would be contacting me within one business day. At this point, I remain waiting for ******* call, as well as other calls back that I have been promised.

  

  Business response

  03/16/2022

  ****** will be here to meet with ********************* (General Manager) on Friday the 18th of March. We can give further updates after that time. 

  Customer response

  03/19/2022

   
  Complaint: 16899967
  
  I am rejecting this response because:

  I met with *********************, General Manager, and ***********************, Service Manager, of Toyota of Gladstone, on March 18, 2022, wherein they acknowledged that what I complained of was accurate and the navigation was there when the vehicle was purchase, but was lost after a week.  Even the dealership was apparently unaware of the navigation issue in the new 2022 Toyota Camry.  However, we were unable to resolve the problem at that time and they assured me that they would continue to work toward resolution of the issue.  I am awaiting further word from Toyota of Gladstone as to how the issue can be resolved.
  
  Sincerely,
  
  ***********************

  Customer response

  04/05/2022

  Toyota of Gladstone and I have reached agreement on the resolution of issue, which is the subject of the above referenced complaint.  Toyota of Gladstone has agreed to pay $1,200 to me at this point in time, toward my costs of installing an onboard navigation system in my 2022 Camry, when such system becomes available for this model year.  The check has been received and has cleared my bank account.

  As a result, I request that this referenced complaint be dismissed as having been resolved.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vehicle on 8/15 and was told that the dealership would ship me carpet floor mats and agreed upon in my sales contract (copy available upon request). They have since not reached out or shipped the floor mats and claim that they are still on backorder. I contacted other dealerships and found that they have the floor mats in stock. Please either ship floor mats, provide documented proof of backorder or verify that you are unable to get these from other dealerships, or provide a refund equal to the value of these floor mats (259.00 MSRP per the Toyota website). The vehicle purchase is a 2022 Prius Prime Limited.

  

  Business response

  12/09/2021

  I contacted customer via voicemail. I will send him a check for the floor mats in the amount of $259.00

   

  Thank You,

  Dave

  Customer response

  12/09/2021

   
  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.  Thank you for your assistance.
  
  Sincerely,
  
  **** ********

*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. ↩