ComplaintsforWilsonville Toyota

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - I took my car, 2019 Toyota 4runner for service to this dealership. 1) the dealership forgot to my keys inside the car. While trying to open the door, they managed to scratch the inside panel. 2)My car was subject to vandalism while it was waiting to be serviced. Someone at the dealership managed to key in or scratch through paint 3 circular dots on my rear side panel on driver side. Dealership accepted responsibility and agreed to fix it. They agreed to take it to body shop. few weeks later, I noticed that the areas were touched up by paint and body work was not completed. I called the body shop and they said that this dealership never brought my car there for the repairs. they just got the estimate. On the service recipet it clearly says that they took the car to the shop for repair. I seeking proper repair for *********** cost of depreciation.

  Business response

  06/21/2023

  We regret your frustration regarding this unfortunate situation.  Thank you for taking the time to speak with the general manager so that we can rectify this to your satisfaction.

  Apologies,

  Wilsonville Toyota

  Customer response

  07/19/2023

  Wilsonville Toyota FAILED to resolve complaint #********. Therefore filing new complaint. Hello - I took my car, 2019 Toyota 4runner for service to this dealership. 1) the dealership forgot to my keys inside the car. While trying to open the door, they managed to scratch the inside panel. 2)My car was subject to vandalism while it was waiting to be serviced. Someone at the dealership managed to key in or scratch through paint 3 circular dots on my rear side panel on driver side. Dealership accepted responsibility and agreed to fix it. They agreed to take it to body shop. few weeks later, I noticed that the areas were touched up by paint and body work was not completed. I called the body shop and they said that this dealership never brought my car there for the repairs. they just got the estimate. On the service recipet it clearly says that they took the car to the shop for repair. I seeking proper repair for *********** cost of depreciation.

  Desired Resolution:

  Repair

  
  

  Business response

  07/31/2023

  It is unfortunate that we did not resolve this issue to your satisfaction on the first try, but are hopeful that using your preferred body shop will resolve any remaining concerns that you may have. 

  Apologies,

  Wilsonville Toyota

  Customer response

  08/01/2023

  Complaint: 20347316
  
  I am rejecting this response because: I have selected to repair the car at the body shop of your choice (Crash Champions). Help needed for you to schedule the repair or write me a check to cover the cost of the repairs plus rental car.

  Crash Champion or other body shops I have inquired will not perform the repair for me unless your dealership calls and ask for the repair (this includes giving payment or insurance information).

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

  Business response

  08/07/2023

  We have been unsuccessful in reaching the customer by phone or text to get the vehicle to the body shop for repair. We have sent the customer info to the body shop directly in hopes they can set the appointment with the customer directly.

  Customer response

  08/12/2023

   
  Complaint: 20207500
  
  I am rejecting this response because: The dealership has not authorized the repair with the body shop. Additionally,  I have not received a phone call or email from the dealership. Please email me at ******************** or call me at ************.
  
  Sincerely,
  
  *******************

  Business response

  08/29/2023

  Emailed to help resolve this as requested.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in late Oct 2022 and was billed for gap insurance that i did not request. I went back 2 weeks later and signed a return to sender form to get my money reimbursed. 3 months later I have not received my refund and was told by the salesman that the original form I signed never got filed because it was lost, so I signed a new return to sender form and was told it would take 2 weeks to receive the refund, well its going on another month and still no refund. I feel the dealership is not being honest and also deceptive. Any ******* receive will be greatly appreciated.

  Business response

  03/06/2023

  Our sincerest apologies for the delay in resolving your refund issue.  We appreciate your taking the call from our management team in getting the information needed in getting the cancelation processed to handle your request.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was verbally promised I could purchase a Highlander Hybrid at the beginning (Late Sept 2022) for a few hundred less than MSRP. I was then told I could purchase it at MSRP. I was finally told (Early Jan, 2023) I HAD to purchase a separate protection package that I did not want to be able to purchase the vehicle. This occurred over several several months and multiple trips to the dealer. This is a bait and switch tactic. I want to purchase the vehicle as originally promised for a few hundred less than MSRP.

  Business response

  02/20/2023

  We have made attempts to reach out to you, to no avail.  It is our wish to resolve your displeasure in your car buying experience and welcome a return call.  Please feel free to response to the messages left for you from our general manager.Tell us why here...

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a camero from them in June 2022. I was told they a. Could not hold it even if I did all paperwork. I felt as if I was pushed into it. Then before signing we told them there was a transmission issue and ac issue. Then i find out on my way home the ebrake doesnt work.I was told by the sales person ****** that it would all be covered by the ethos extended warrenty. Well now i am out $2000 + they are refusing to awnser my calls and the part is now not covered by warrenty. I have tried to talk to them 4 times since I purchased it and get told they don't care not there issue. I want my money back or I want them to pay for the stuff that is wrong with it. I am so irritated by these liars!!

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2014 ****** Forester from salesman ******* House, agreed to put $5,000 down as a down payment. Could only do $3,000 as my cards had limits. Had to sign paper work for the car for $16,000. This was on 4/22/2022. I then went to my bank to get a loan through them for $13,000 which was approved and they send a check in the mail. A month rolls around and I get an email from one sales manager **** about not receiving the check yet so my bank canceled the first check then sent another. I then had to also go back and resign again for some reason then had to owe Toyota wilsonville $1,500 which I thought was already taken care of. Guess not. Later I noticed the windshield wiper fluid was empty and we had not used it yet then the oil light came on after purchasing. I check the oil and it is low and dirty, the oil filter is also loose and has oil all around it. This was after they said it was fully serviced and ready for the road. I then had posted a two star review on yelp about this incident then got a call the next day (6/10/2022) from another sales manager *****************************. She came at me saying they hadnt received payment from my bank and that they needed it done today but in a very aggressive and unwelcoming way. I told her not to come at me like this as I had my bank send them two checks and it is not my fault that they had not received them yet. She then said they legally shouldnt be speaking to my bank as the car was under my name. That this was all my job not my banks or hers. I felt very angry at this altercation and wish something be done as she was very unprofessional, verbally came at me. One good thing is she said they would take care of the repairs to the vehicle.

  Business response

  06/23/2022

  ************:
  We regret the unfortunate circumstances that have taken place regarding the purchase of your vehicle.  It was not our intention to be aggressive or unwelcoming, but it clearly came across that way from your perspective.  For this, our sincerest apologies.  We hope that you can understand our need to receive funding from your bank and were trying to convey sense of urgency due to length of time post purchase.  Your bank personally delivered a check, following your conversation and your deal is now fully funded.  As it was explained we certainly will not shy from completing necessary repairs and services on the vehicle. It is our hope that you will enjoy the vehicle now that issues have been resolved. 

  Customer response

  06/23/2022

   
  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. I dont believe I will be returning to this Toyota location in the future as it had just left too sour of a taste in my mouth.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new car off the lot and was told by the salesperson that $1700 worth of add-ons were required for every car sold. I went back to drop off a check and saw a chart showing that only 30% of new cars had these optional add-ons that I had tried to opt out of. The dealership advertised no bull but this is the opposite of that. The salesman lied directly multiple times and showed a lack of care or respect for me as a customer.

  Business response

  05/24/2022

  We're sorry for frustrating you regarding the purchase of your new vehicle.  We are working hard to accommodate every customer's needs and wants as much as possible with the inventory we can get. This has been a real challenge for both us and our guests, as youre aware of from your prior deal recissions. We believe there are some incorrect assumptions regarding this 30%; regardless, we were made aware of your frustration and a manager stepped in after your purchase was completed.  As you were promised that evening, the items you chose to cancel were refunded and a check has been issued. This matter is fully resolved from our perspective. Please let us know if we missed anything.

  Customer response

  05/24/2022

   
  Complaint: 17208327
  
  I am rejecting this response because:

  The issue is not the refund, it was that I only knew to ask for it because I saw information I wasn't meant to see. Azhar lied directly when asked about the add-ons, and did so repeatedly. I was told that they were required, and through my own luck, I found out that was not true. You haven't offered me any reason to believe this is not an ongoing pattern or that there is any change to how this is treated. I appreciate the refund, but I shouldn't have had to ask for one.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/14/22 I took my 2021 4Runner (13k) into WIlsonville Toyota for an issue with my rear windshield wiper not dispensing washer fluid. They had to keep the car overnight due to part issues. My advisor had told me that several other 4Runner customers have had the same issue and there possibly is going to be a recall on this issue. On 1/15/22 I was called by my advisor and told that an "after market" item was the cause of this problem. The advisor had said that my "pedal commander" was causing the issue. I explained to the advisor that the ** (pedal commander) does not connect into any ECU, but rather it connects to the accelerator hookup. It does not interrupt any system and follows the safety guidelines set for by the manufacturer. The advisor would not give me a straight answer so I hung up and headed to the dealership to find out in person what the issue was. When I arrived my advisor didn't have any answers that were reasonable, so I asked to speak with the technician about what the issue was. The technician finally brought my car out and was telling me the aftermarket ** was the issue. He started talking about a wiring harness under my dash, which is when I interrupted him and showed him where the ** was actually connected. He said "Oh" and said there is a different harness under the dash. He began to reach under the dash and pull the wiring harness out. I didn't recognize the harness and took a photo and sent it to my mechanic that worked on my car. He replied that was the aftermarket remote start he had installed and again within the manufacturer's boundaries. The technician stated that was what was causing the rear window issue. I asked him how it would cause that and he couldn't give me an answer. I asked him to put my remote start back together to show me that was the cause of the issue and he said he wouldn't do it. I left with my remote start not working and with no proof of what caused the issue. I don't they they are aware of the **********************************

  Business response

  01/27/2022

  It is unfortunate that you had such a frustrating experience in our service department as that is certainly not the feeling we want our customers leaving with.  *********** manager you spoke with after your initial frustration tried very hard to explain the reasoning behind the diagnosis of the aftermarket product being the problem.  He took you out to the shop and showed you, with your aftermarket remote start connected/wired in, the rear wiper would work on 1 speed only. Then we disconnected the aftermarket remote start (with you present) and plugged the main harness back in, and the rear wiper then was working as designed. He explained to you that there is a possible mis-pinned wire or two in the remote start harness.

  It was explained, that we could not assist with the diagnosis any further as we knew it was due to the remote start. Due to the fact we didnt install the remote start and dont have any information on it. As he was walking you out of the shop, you stated to him, that "you guess your technician was right the other day."  We hope that this gave you an understanding of the reasoning of us not being able to assist a repair being covered under warranty as there was no manufacturer defect.

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