ComplaintsforTeam Toyota of Glen Mills

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I drop my car at Autobody shop on 31st October 2022, I also bought the same car Toyota ***** used certified, now almost one month going on mo response from body shop they , I have to call all the time by myself, even many time they don't accept the call, one time they accept the call and said your insurance is slow, like All state, then o check my insurance they said they did not follow the proper procedure, the process is delayed because of body shop, my rent a car period ending, enterprise charged me advance money from my bank account for next renting, I did a big mistake to bring my at this body shop, rather thank I go to certified Bodyshop, I have black ***** 2022 , used certified, I bought three cars from this dealership, Bodyshop manger don't listen to any one he has his own justification all the time, a worst experience

  Business response

  01/12/2023

  This is in response to complaint ID ********. The vehicle in question had supplemental damage found during the teardown of the vehicle. These supplemental request come from Team Toyota, in the best interest of the customer. Our job is to repair the vehicle back to its pre-accident condition. The hold up and delays in this vehicle were from Team Toyota waiting for authorization from the involved insurance company for approval to move forward with the additional repairs. Team Toyota cannot move forward and make repairs to customers vehicles without the prior authorization of the insurance company to do so. Team Toyota is in agreeance with the customer that this process took too long and it held up the production in our shop as well, however, the hold up in this situation was the insurance company, not Team Toyota. The customer was updated on their vehicle the entire time. The customer called in on a daily basis, in addition to the updates we provided and was kept in the loop the entire time. For the record, the customer has now returned for additional, unrelated work since the completion of their prior concerns.

   

  Regards,

   

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

  Service and Body Shop Manager

  Team Toyota Glen Mills

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a recurring problem with the lock actuators on my 2015 Toyota ********. Specifically, I had to replace the actuator on ALL 4 DOORS 3 TIMES. After 11 times of this problem I took the car back to Team Toyota, where I purchased the car, for further diagnosis by Team and a Toyota specialist engineer. I got a very sarcastic response from Service Manager, *********************, who told me a Toyota engineer went through the car and told me the problem was caused by "a silicone product being used in the car. It could be an air freshener in the vents or a cleaning product being used in the car like armor all, or worst case scenario, someone is using a lubricating product on the door latches themselves. Either way when the actuators are use they cause a slight static which attracts the silicone in the air, and shorts it out." I have NEVER used any air fresheners in the car or lubricated the door latches. Toyota also said they would not participate in any replacement costs. Four of the first five times of this problem the actuators were replaced under warranty. Every time since then it has cost me out-of-pocket, each time around $500.00. This recurring problem is so unusual that there must be a problem with this car itself, as Toyota says it is not a recurring problem with the year or model for other customers.

  Business response

  11/30/2022

  To whom it may concern,

     I write you in regards to a ********************** complaint against Team Toyota. **************** has had to replace his door lock actuators multiple times. Toyota corporate and Team Toyota have assisted in the replacement of said actuators at no or little cost to **************** multiple times. A Toyota engineer was contacted in regards to the multiple replacements and it is of their belief that the issue is self-inflicted, being caused by silicone products being used on or near the actuators themselves. The last time Team Toyota of Glen Mills saw this vehicle was on 2/13/2020. At that time the vehicle did not appear to be suffering from any electrical issues. We cannot comment on the current state of the vehicle as it has been multiple years since we have seen it. If **************** feels his vehicle is suffering from an electrical issue, we would encourage him to have a Toyota facility take a look at. Team Toyota of Glen Mills does not wish to offer any goodwill parts and or labor at this time. **************** can reach out to Toyota if he so chooses at ************* to discuss any goodwill consideration with them directly.

   

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

               Fixed  Operations Director

  Customer response

  11/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: To say that the issue is "self inflicted" is total rubbish. I have NEVER used anything silicone inside the car cabin.  I have NEVER used any air freshener inside the car, which they claim could also have been the culprit for this continuing problem. I have not taken the car back to Team Toyota simply because the car was outside of the warranty and I have chosen to have it serviced at another facility more local to my home and one that gives me better service than did Team Toyota. Further, I had a lengthy conversation with a Toyota technician at a social function recently. Unfortunately, I did not get his name.  When I told him the problem and how often it had occurred, he told me this was a known issue within Toyota and that it is a defective part. If Toyota knows about this why aren't they finding replacement parts that are not defective?
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The radio/GPS in my 1915 ***** Hybrid started 'freezing up' spring of this year. I took it to Team Toyota 6/24/21 to have it diagnosed ($71.55) and was told I needed a new radio/GPS. Toyota had to order one and I took my car back 7/7/21 to have it installed ($1204.08). From the beginning the 'new' one had issues such as not being able to have more than 1 phone on the list at a time. The next issue was that the GPS would not accept the change to daylight savings time. I changed the time on the radio but the GPS continued to add 1 hour travel time to the destination as if it was still the later time. I continued to deal with both these issues until the GPS stopped accepting addresses. The GPS will only accept the first letter of a city and then immediately list 4-5 cities that started with that letter. It will not allow me to type in any other letters. The radio has only been in my car for a little over 5 months. I called Team Toyota to talk to customer service to get this problem resolved. I called at 11:13 am (Dec. 15, 2012) and was told by Lynn that the manager was away from his desk but that she would email him to contact me. After more than 5 hours (4:30) I called again and Matt told me that Bob, the manager, was away from his desk but he would make sure he got a message to give me a call. I asked when he left for the day and was told 7 pm. Again I waited for a call which did not come. I wrote this complaint Wednesday evening but I waited until Thursday evening before I sent it to give Toyota the opportunity to call/respond. As of 5:45 pm. they still have not.

  Business response

  01/19/2022

  To whom it may concern,

      On July 7^th, of 2021, **** ******** brought her vehicle in to have the radio replaced. The radio suffered an internal fault that was irreparable. The part that was installed is covered under a 12 month unlimited mileage warranty. If the radio is suffering another internal issue that is not being caused by an outside influence, it would be covered under the warranty. The customer would be responsible for a diagnostic fee until we determine it is in fact covered. We have reached out to the customer in an attempt to schedule for the diagnosis. Unfortunately the customer did not answer. We did leave a voicemail with instructions on how to reach William D***** the service manager. If I can be of anymore assistance please let me know.

   

                   Joe K******

                    Service Director

                 ###-###-#### Ext.***

   

  Customer response

  01/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  

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