ComplaintsforWilsonville Toyota

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-14-2024. I purchased a new truck, and I submitted by email the papers to *************** at his request, the Saleman, that show the truck we traded in,, an I had renewed the tags and gotten custom plates for a total of ******. We were not told that the Wilsonville Toyota DMV staff or the Salem Man *************** didn't see that we paid and were charged for tag renewals of ****** by Wilsonville Toyota. When, I called ***** and the other managers above ****'s day, and I had to go to DMV and fix it. I called DMV and was told by DMV staff that the dealer had to fix it. **** even went to the point on a phone call to say he never received the email showing I paid the renewal. I submitted the papers, and the email showing it was sent to ***** and ******, the sales manager and GM; I had to fix the issue. Seem like the used car treatment.

  Business response

  06/18/2024

  ******, sorry to hear about your troubles with the *** end of your recent purchase. How much do you feel you overpaid?

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 24th I took my truck in for a routine oil change and tire rotation service. After the ******* I discovered that my remote car key did not work. I paid out $997.49 for an issue that the Wilsonville ************** caused in the first place. My dispute is that this Wilsonville ************** caused my keys not to work and then I had to pay for them to figure out what was wrong and to fix it. I had to pay to get my truck back for an issue they caused. I don't know what they did but it happened while in their care of my truck. The representatives did not take responsibility and even stated that I probably caused it by dropping my keys, but that would not explain why boy sets of keys did not work. They also said that maybe I didn't use Toyota batteries in my key fobs. no such battery exists. It seems that this ************** has gone into a trend of creating or finding other services to charge customers that are not needed.This truck was a retirement gift from my family to me with the money from my very last military deployment. Purchased on my retirement date of June 22nd, 2018 and there is no way I would abuse my truck in this manner. Wilsonville Toyota ******* center created this problem and should refund the cost of it being fixed to the same working status it was in when I had left it.

  Business response

  06/10/2024

  As we discussed, we have agreed to an in-store credit for service and parts. Please reach out to the ** directly if you need anything in the future!

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ******* from here and was told (after I confirmed TWICE) that the ******* Anti-Theft recall had been done prior to me buying the car. It was not. I did not know this and my car was stolen, incurring $1,400 in repairs. I called the dealership and asked them to cover the cost of part of the repair (ignition cylinder lock in the door). They said they are not liable. They checked the recorded call from when I first inquired about the car, where I asked about the recall, and ****** (the manager) told me that I did ask about the recall but they are still not liable. I ask to hear the recorded call over the phone. ****** says no. I ask how I can hear the call, ****** says that I have to come in between 9a-5p to hear it. I work 9-5 so I am unable to. ****** says that he cant do anything for me and I cant hear the recorded call unless I take time off work to drive 45 minutes to the dealership. I ask for a transcript of the recording, ****** says no. I tell ************** am going to write a bad review (because this is a terrible experience and I was lied to TWICE) so ****** emails me and I send him the quote for the repair. No response.

  Business response

  02/06/2024

  We fully intend to reimburse the customer for this. A check was cut for the amount of $406 to the customer as agreed, just need confirmation it was received.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our 2016 Toyota 4-Runner in June 2021. We purchased an extended warranty with this vehicle. We have been attempting to contact Wilsonville Toyota since August of 2023. We provided pay-off information and requested to terminate our extended warranty and be reimbursed for the remainder of the unused policy. We have called several times, always saying we will get a call back after they look into the issue and contact the insurance company. They will not tell us the information for the insurance company so we can contact them directly and insist once they have the information they will contact us. It has been 5 months! We have not received any calls back, a check, or any relevant information. This is extremely poor business practices especially after the vehicle and price we paid for the policy. We cant even get a call back!

  Business response

  01/15/2024

  I called and emailed ******* with my direct number and email to help with the cancellation process.

  Business response

  01/17/2024

  Hello, 

  We processed the cancellation as requested on 08/23/2023. I have attached all supporting documents which were signed by the customer and sent to the warranty company. We were unaware the customer had not received the cancellation. I have reached out to the company for the customer to see where the check was sent as well as updated the customer. 

  Thank You, 

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

  General Sales Manager

  Customer response

  01/25/2024

  We were supposed to receive our check last Friday. We had inclement weather so I am waiting one additional week to ensure this is resolved. The checks are still outstanding as of now.

   

  Thank you,

  Crystal 

  Customer response

  02/08/2024

  Still waiting for maintenance package check to be received. Warranty check was received January 26th. 

  Business response

  02/12/2024

  The check was cut and sent out by Toyota ********* Services on 1/15/24. Please allow 4-6 weeks for the check to be delivered as it passes through another company. The other cancellation received already was from **************

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Vehicle from Wilsonville Toyota and at time of Purchase and Paperwork Signing we asked about 50+ Times if the vehicle has ever been in an accident or had any damage that was repaired. We were provided with Carfax and assured by several People that this vehicle was never in an accident or Damaged. WE had noticed white marks on that back of the Car and complained there was an issue with the brakes. They brushed off and told it all passed inspection and nothing wrong with the brakes. After Taking the car to ******************* they who showed us the brakes and rotors were damaged beyond repair needed to be repaired. WE pointed this out to the dealer and they Reluctantly fixed the problem. We had also noticed that we had some lights popping up on the dashboard after 1 month of Purchase, We found out these were Safety Features that were standard and was malfunctioning. When taking our car to the service center, they explained my car had impact damage and that was the cause for my sensor failure. I advised we didnt hit Anything, and showed proof that the marks they described were on the car prior to sale. Our service advisor then showed me a photo of how they received the vehicle prior to sale and I see impact damage on the driver side rear bumper. We were not advised of this damage prior to Sale and WOULD NOT HAVE PURCHASED THIS CAR, AND CHOSE THIS ONE BECAUSE IT HAD THE LOWEST MILES (WE HAD TO PASS UP ALL THE ADDED FEATURES OF THE OTHER CARS WE HAD CONSIDERED.) I spoke with the ****************** who are more than upset that this was not disclosed. When I tried to ask for a Dealership Manager, I lade behind the counter said that she was the manager then said they had no way of knowing these types of damages prior to sales. Then walked me back to the service and the lady was beyond Rude to both me and the service advisor who pointed out the damage documentation prior to purchase.

  Business response

  01/09/2024

  We are corresponding via email currently to get the issues resolved. The issues are the blind spot monitor system and RCTA are having issues as well as the inside of the door panel needs to be replaced.

  Customer response

  01/09/2024

   
  Complaint: 21108389
  
  I am rejecting this response because:
  
  The dealer is only offering to deal with the mechanical repairs.

  dealer has ignored our request for restitution since this dealer participated in unlawful business practices under ****** statute and federal law.

  It has has been requested this vehicle value be recalculated to incorporate the accident that occurred on their property.

   

  this was documented and know prior to sale. 
  when asked multiple times, we were advised this vehicle was not in an accident.

   

  this info was not correct and we purchased a vehicle based off this recommendation.

   

  resolution for these actions need to be addressed

   

  they have the emails, however it seems after speaking over the phone an emails, they only read the beginning of the email and fail to respond to the other information 

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

  Customer response

  01/10/2024

  Spoke with General Manager. 
  After Speaking with him, We were advised repairs will not be performed. 
  Manager Explained that Disclosing "Driver Side Rear Door Scratch&Ding" constitutes disclosing vehicle had accidental damage that required repair.
  (These notations of Ding and scratch are in contract paperwork)
  However the Prior Accidental Damage that was later found out due to an "Unloading" Incident had damages on the Driver Side Rear Bumper along with the Rear Bumper (The White lines your See), ****** also have Multiple photos of these because they paid a third party vender to repair the White ***** Scrapes.
  After Filing a complaint with Toyota headquarters, I was advised by the Toyota ************** that the Actions the performed without my consent now allows "Water, Moisture and Dust" to enter my back door and possibly damage other electrical components housed inside.
  Due to the ******s Actions and negligence, we have been forced to proceed down Legal avenues.
  It has also been advised that DMV ****** Services Along with Members of Toyota Corp should observe the business practices along with how the service department handles repairs and Damages.
  
  Please Read Email history, it points out our complaint, our request for resolution and restitution for failing to follow ****** and Federal Law with disclosing all information at time of sale, now just what's on a Carfax report.

  Customer response

  01/10/2024

  Spoke with General Manager. 
  After Speaking with him, We were advised repairs will not be performed. 
  Manager Explained that Disclosing "Driver Side Rear Door Scratch&Ding" constitutes disclosing vehicle had accidental damage that required repair.
  (These notations of Ding and scratch are in contract paperwork)
  However the Prior Accidental Damage that was later found out due to an "Unloading" Incident had damages on the Driver Side Rear Bumper along with the Rear Bumper (The White lines your See), ****** also have Multiple photos of these because they paid a third party vender to repair the White ***** Scrapes.
  After Filing a complaint with Toyota headquarters, I was advised by the Toyota ************** that the Actions the performed without my consent now allows "Water, Moisture and Dust" to enter my back door and possibly damage other electrical components housed inside.
  Due to the ******s Actions and negligence, we have been forced to proceed down Legal avenues.
  It has also been advised that DMV ****** Services Along with Members of Toyota Corp should observe the business practices along with how the service department handles repairs and Damages.
  
  Please Read Email history, it points out our complaint, our request for resolution and restitution for failing to follow ****** and Federal Law with disclosing all information at time of sale, now just what's on a Carfax report.

  Customer response

  01/10/2024

  Also for the Record. 

  We are not Asking for a Refund of $41,000.00USD

  We had Asked the Dealer to Recalculate the Vehicles Value based off the History they have regarding vehicle damage prior to Sale, and send the difference to our Loan holder.

  As Per ***** Blue Book the Vehicle depreciated is $8,000 - $10,000

  This Vehicle has Electrical Issues (Sensor Failures) Due to the minor accident (Scapes) Described by Dealer

  We called out insurance company to ask about how to proceed and when we provided the photos they immediately asked for an accident report to be filed out since this vehicle was involved in an accident based off the photos taken at the dealership off the service advisors computer screen

  Business response

  01/22/2024

  Our President of ************** is working directly with ************** on resolve for this.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 **** 124 Spider on 8/7/23. Purchase agreement included a "We-Owe". I was promised that they were going to facilitate reprogramming the second ******* key with **** in order to remove an error code that was present on the dashboard, at the time of the purchase. Months later, they are refusing to honor the "We-Owe". I am uploading a copy of the "We-Owe", the email thread between myself and the general manager, and a timeline of events that detail the issues I have been experiencing with them.

  Business response

  12/26/2023

  We set up $150 in our We Owe for the customer to program key to the vehicle. As you can see in our email correspondence,

  I was emailed the following:

  Replacement of the ******* key fob with a new **** one, for my 2017 **** 124 Spider (VIN: *****************), in order to remove the error code that is on the vehicle's dashboard.

  I authorized payment of $571 for a new key to complete this We Owe and paid the additional fee myself.

  The dealer who serviced this later requested payment for this amount, THEN notified us saying it did not fix the issue. 

  That is on the dealer who serviced the vehicle and we have completed our end of the deal.

  Customer response

  12/26/2023

   
  Complaint: 20996773
  
  I am rejecting this response because:

  This was not resolved - "in order to remove the error code that is on the vehicle's dashboard." The error code is still present on the dashboard. The We-Owe ("PROGRAM KEYS AT ****** has not been honored, as only one key was programmed. When I purchased the vehicle, it was promised that Wilsonville Toyota would facilitate removal of the error code, as it was present at the time of purchase.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was shopping vehicle and stated that I wanted to move forward with the vehicle listed (documented via text) on Sunday afternoon and they agreed and were sending me all the paperwork to fill out. This was filled out Sunday afternoon. The next day, followed ** in the morning and talked to their account so they could provide financing. By 2 PM, I was notified that the vehicle I wanted was sold. I was told that since I was not there in person, people in the office get priority. They offered me a different car and tried to get me to pay for a higher cost car; this seems like a fraud item or a bait and switch tactic. When I refused to pay for a car with a higher price, they have no gotten back to me since.I'm not sure what I can do here. In best case, they would honor the agreement made, but since no money was exchanged I do not know if that is possible. Either way, I wanted to at least notify the BBB regarding this.

  Business response

  10/31/2023

  We are sorry this sale did not work out. As we explained to the customer, by the time we had verified information and had agreement to buy this vehicle we had a customer in store that had already agreed to purchase the vehicle. While we could not promise to duplicate a used vehicle, we spent a lot of time and effort to try and find a replacement. We have now found the exact same used car as per this request and now we are being told to "lose this customer's number." Sorry again and we hope to still make this work if possible.

  Customer response

  10/31/2023

   
  Complaint: 20792092
  
  I am rejecting this response because:

  What business is saying is incorrect. Intent to buy was said on Sunday and other buyer didnt come into play until late morning the following day.

  I told them I needed updates on search of vehicle and ** said he needed until Friday. I asked for daily updates and never received and essentially was completely ghosted by the ** who was working on issue. When I called, they told me he took the day off.

  With that, I was forced to buy a different car this past weekend. I think I should be reimbursed the difference for their failure, but I am too tired to deal with them. Then all of a sudden I get a text only after complaint was made and I told them to lose my number.

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

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 Toyota Sienna from Wilsonville Toyota on 5/4/23. Signed and paid for all paperwork at Toyota with ******* and received temporary trip permit. Toyota was responsible for submitting all required paperwork to DMV for our license plate which we paid for. Trip permit ended 8/1/23, and Wilsonville Toyota called to notify us on 7/30/23 that the van needed DEQ before DMV is able to process any paperwork. We took the van to Wilsonville and completed the **** We have not received our license plates. DMV has not received the proper paperwork from Wilsonville. Multiple attempts have been made to reach out to Wilsonville Toyota and *******. No calls have been returned and they refuse to follow up with DMV. We have not been refunded for the amount paid to have this paperwork processed, and we have not received another temporary trip permit nor have we received our permanent license plate. ********************** claimed it was illegal to issue a new temporary trip permit and are no longer are responding to our calls to fix the issue.

  Business response

  10/11/2023

  Hello ************, 

  We are really sorry that you have had such frustration with issuing of plates on your Sienna. We have reached out multiple times to verify that you have received your plates but have not heard back. From the attachment you can see the plates were issues on 08/03/2023 from the Oregon DMV. The plate number is also attached. These plates were mailed to your address on file. If you could kindly respond to us so we know if these have been received it would be appreciated.

  Thank you. 

• Initial Complaint

  09/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Vehicle was supposed to have upgrades and were told installation was complete only to get home find not the case. Missing a skid plates. After months of back and forth with what Ended to escalated to manager, then they finally agree to refund. Check never is paid to bank as told after a month of waiting. They agree to mail check. Get check and they deduct fees for another one of their mistakes which is dmv registration they admitted months ago to s******* up and they applied us for new plates that were not asked for or requested. We had valid plates to transfer to new vehicle as our trade in was only 6 months old. There for, we were sent $198 and charged $530. We have wasted multiple months, time on phone texts calls emails and get the run around every time. Its fraudulent business practice to advertise and sell goods that are not compatible with a vehicle. This business should be accountable for their actions. The sales department advertised a package that cannot be provided on the vehicle and charged us for it.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What Toyota of wilsonville was supposed to do after I bought a car they were suppose to send paper work to registering it for my tags and new title with the *** which they have not done so the *** asked me to get a tracking number because Toyota kept saying they did it, and they would not provide me with that tracking number, and it still hasnt been done according to the *** but according to Toyota that has been done, but *** has never received anything ,

  Business response

  07/18/2023

  Customer has been resolved there is no issue DMV work has been completed. Customer states that this review can be reviewed.

  Customer response

  07/18/2023

   
  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.
  
  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. ↩