ComplaintsforCar Toys Inc

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/23/24 I purchased an Alpine stereo for my vehicle at Car Toys in ******. Invoice # *****TIBSAI. Accnt.# DENCC97356. I paid a total of $292.49 for the stereo and install. The salesman had shown me a used stereo for an example but assured me that it would not be the one they would be installing the following day. On 3/24/24 the install took 1 3/4 hours and upon leaving I was given a reprint of my receipt. In my vehicle I found my original Alpine on the floorboard with a wiring harness and an empty box on my passenger seat. I was late for work so had to leave immediately without being able to ask any questions. I made several attempts to contact the store thru their chat /text line but only got more frustrated as they made no sense when replying and the replies were hours delayed or even the next day. I emailed them hoping to get a manual or any warranty paperwork and got a reply from a ******************* who claimed to be the store manager. I explained to him that I was sold a used stereo at full price and had no paperwork whatsoever. After several emails back and forth and not finding a resolve I felt was fair, he stated that he wished to discontinue any further communications and that I should contact their legal department if I wanted to pursue this. I have been unable to find any way to contact their legal department. One resolve he offered that came close to fair was for a complete refund and uninstall of the stereo but they would not reinstall my original stereo. This is fraud as they sold me a used stereo at full price and , in my opinion, did so knowingly since the salesman knew that unit was used and yet had it installed regardless. Also, the reprint of my receipt stated a balance owing of $.49 when I paid in full and the original receipt showed that. This stereo I have no way to register it nor a manual to operate it or any way to know of its warranty. It is a UTE-73BT receiver with advanced bluetooth. Airbags in my vehicle dont function now either.

  Business response

  06/27/2024

  I hope this message finds you well. I am writing in response to the complaint filed against Car Toys Inc by *******************.

  
  Firstly, I would like to express our sincere apologies for any inconvenience or frustration experienced by Car Toys. We take customer feedback seriously and strive to address concerns promptly and thoroughly.

  
  After careful review of the complaint, here is our understanding of the situation: ******************* brought in her vehicle to have the radio replaced. After the installation was completed; it seemed like we installed a used product and did not provide ***** with any kind of manual for the new radio that was installed. ***** then attempted to resolve this situation with the store/manager and was not able to come to an agreement.
  

  We have investigated the matter internally, and here is our response:
  

  1.Explanation of the Issue: After communicating with the store/manager it seems like the box to the radio that was installed might have had a blemish which led to believe that it was a used product. 
  2.Resolution Offered: The store offered to replace the so called used one with a brand new one at no cost to the customer as well as providing all the adequate manuals and instructions. 
  3.Preventative Measures: The store and sales staff have been addressed in this situation. Any products that are/look used show be displayed and coded as a clearance or open box item to prevent further confusion. 
  

  Our goal is always to ensure our customers have a positive experience with our company, and we regret any instance where this standard is not met.
  

  Please feel free to contact me directly at ************************************* if you require any further information or clarification regarding this matter.
  

  Thank you for bringing this issue to our attention, and we appreciate your efforts in facilitating a resolution.
  Sincerely,
  ***************************
  Store Manager - Tigard
  Car Toys Inc.

  Customer response

  06/27/2024

   
  Complaint: 21874060
  
  I am rejecting this response because:
  I wish for a full refund and my original stereo reinstalled. I am extremely distraught with this company and their handling of the matter and just want to reverse the whole ordeal. I have no desire to give the company my business by accepting another stereo after being lied to and brushed off by employees. 
  Sincerely,
  
  ***************************

  Business response

  07/11/2024

  *****, 
  
  I do apologize for your experience at the ****** location. I would be more than happy to refund your purchase. I will have one of the store managers give a call and do it over the phone so that you don't have to come into the store. 
  
  If you want to reach out to me, you can email me at *************************************
  
  Again, sorry for your experience.

  ***************************,

  Regional Manager - ****** and ******************

  Customer response

  07/11/2024

   
  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

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I shelled out a whopping $1,785.30. only to end up back at square one with my OEM setup. Let me break it down for you:1. I went in for a simple swap from my OEM ****** unit to a wireless one supporting CarPlay/Android Auto, as promised by Car Toys.2. To kick things off, I handed over a $100 deposit upfront, with the remainder to be paid upon completion.3. An additional $824.48 was required to finish the job, with no credit given for my initial deposit.4. Lo and behold, the unit crashed and burned. I had to drag myself back to Car Toys for a replacement, which mercifully came at no extra cost.5. But guess what? The replacement crashed too! Freezing. Bootloops. Microphone not working. Back Up Camera cutting out (never did this before Car Toys)6. They graciously offered to swap it out for a different model, with the small caveat of me footing the bill for the price difference And so, I forked over another $462.97 for a new unit, plus labor, hoping that this time it would work.7. Alas, my hopes were dashed yet again. The new unit displayed the same issues as the first freezing, Bluetooth failures, and a rear camera turning it self off. I almost back up and hit someone because the camera kept turning off in the middle of reversing! 8. I attempted to reach out to Car Toys repeatedly, only to be met with endless hold times or the delightful news that fixing their mess would cost me $150 an hour.9. I was so beaten down and deflated from this entire experience I just wanted them toreinstall my old unit and undo all their shoddy work. And what did they have the gall to charge me for this? A whopping $379 for a mere 10 minutes of labor!10. I ended up forking out $1,785.30 for my car to be exactly like it was before I went to Car Toys.I demand a full refund (minus the unit, which I plan to sell) to compensate for absolutely bottom of the barrel experience they've caused me. Those guys at Car Toys turned me into their personal cash cow.

  Business response

  06/10/2024

  The store had already swapped deck out for him twice. His back up camera stopped working so just recently added a piece to retain camera. Customer is the one that agreed to upgrade radio according to the store. The last time, even though over a year, they gave him a better radio for same cost of ***** He wants to keep radio but still get a full refund. We never charged him from swapping from **** to ******* on labor as well. It has been over a year and no full refund will be given
  
  Thank You
  
  *************************;

  Regional Manager - **********

  Customer response

  06/10/2024

   
  Complaint: 21792319
  
  I am completely rejecting this response from the business. There are multiple false statements in the response from the business. 
  

  Let me be very clear, I have spent over $1,700 for my vehicle to end up the same as before I went to Car Toys. Ive had the radio units swapped multiple times for reliability issues. I did chose to upgrade to better units throughout the process because I expected higher quality and reliability. That also failed. My backup camera did NOT stop working. The units installed struggled with reliability preforming as expected. I should not have my camera turn off on the unit when backing up and almost hitting someones car. The units shouldnt freeze and restart. The Bluetooth shouldnt drop and cut off randomly or the units failing to reliability run. These are quality issues with multiple units of different brands and highly suggest install issues with shotty workmanship  

  I did NOT demand a refund for the unit. I kept the unit taken out of my car and plan to sell it at a lose. I do request and expect a refund of all labor and other costs addicted with getting my vehicle back to OEM standards. 
  

  The business is trying to claim that I made all these decisions to change units and basically that its my fault. This is not true. I gave Car Toys and their staff multiple times to adjust and fix this while they told me to spend more money each time. This was over a year long process of chances I gave them to result in nothing gained from the consumer standpoint  
  

  I expect a response from this business with proper resolution

  Customer response

  06/12/2024

  Hello. With regards to complaint ********. The business has indeed offered and processed a refund. I would like to close this compliant as the business has resolved this.

  Sent from Colton *****

  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pickup truck was stolen august 8th 2021.When I got it back, the stereo was completely gutted out of it. I took it to car toys and purchase a new stereo with a backup camera. The back up camera was not available at the time, so they tried to hook it up to my old backup camera. And put a new camera on order. The old camera would not connect to the new stereo. So I waited for the new camera to come in the mail. When the camera came in, I took it back to car toys and they told me no problem we will take care of you. I had to call cartoys to find out what the eta was on my truck as i use it for work. To my surprise i would owe them An additional $395 to install the camera. I asked wasn't that part of the additional install with the stereo. They complied, yes, it was, but they wouldn't run a new wire. The new wire would cost $395. They sold me a new system and tried to use the old wiring. When it didn't work, they tried to charge me for new wiring. After I spoke with **** on the phone, he told me everything would be taken care of not a problem So I left my truck. I was a little upset That nothing had been done after I asked to speak with the supervisor they said he was out of the office or on vacation What I get from them is they do not want to solve the problem. They just want to charge you more money. I would not suggest taking any of your vehicles here They made a comment that the person who did the wiring before did not do a very good job. The funny part is they are the people that did the wiring before. they are the ones that install the first stereo. I would think if you purchase a stereo with a backup camera and pay for the installation they should honor. Not to mention use the new wiring harness that I paid for.

  Business response

  06/07/2024

  *****, 

  I apologize for your experience at the ****** location. Sounds like you were charged for a back-up camera and installation. I hope your products are still in working condition. Please feel free to contact me at ************************************* if you have any questions or any reimbursements you may want back.

  ***************************,

  Regional Manager - ******/******************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a stereo installed here back in January of 2024. Upon the installation the wiring was done incorrectly. The car was double wired and i have had non stop electrical issues since the initial install. I have been back almost 10 times to get the work done to have the issue only resolved for a day at the **** the customer service in this place is atrocious. I go in on 4/29/2024 to make yet another appointment and the guy is immediately irritated as i stated it was a problem that happened with the work. Upon making the appt i then ask the other employee if he would be nice enough to help me tomorrow morning instead of dealing with the person that already has an attitude. He responds yes, i say thank you and head to the exit, then the other employee yells that he is off tomorrow and doesn't give a F*** and i turn around and replied in the same manner. Today 4/30, i go in to get the work done on my car and he has told the manager not to allow me to get my car serviced right at the spot in walking distance from my home. I am the customer. You cant speak to me some kind of way and then deny me service for meeting that energy. The replacement screen was ordered to this location and they wont release it to me to have it replaced or ship to the new location. Wont provide me with a list of all the work that has been done either.

  Business response

  05/11/2024

  I was able to talk with the customer and address his concerns.  He will be going to our downtown location to address his concerns. I will be following up with the ***************** team to better understand the escalation between the customer and employee. 
  
  Thank you,

  *************************,

  Regional Manager - ********

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 4/24/24 I called Car Toys to get a remote start system advertised for $219 with installation included. First I was told that there was a 1 hour "uninstall fee" for $145 which was not part of the email ad. Then the product was more than $219 for some reason and at the end of it all my total was $486.15. If this was advertised I would not have purchased since I paid for the cost of the product plus the free installation which was supposed to be included with the product cost. The car is a 2015 ****** Altima model S. This is as basic and standard as a car gets. If this car isnt included in the standard installation, what cars are? This is false advertising and Id like the ad to be honored to give free installation for me or provide a refund.

  Business response

  05/03/2024

  Hello,

  The management team has tried to reach out to the customer on 4 separate occasions and most recently today.  Unfortunately, we have not yet heard back from the customer, and we would love to help resolve the issue with the remote start pricing and installation.  We apologize for any confusion this may have caused and would like to better explain the costs associated with this purchase.  Our website does include a disclaimer that reads Price includes Standard Installation at any of our Car Toys stores. *********** bypass is also included. Additional parts and labor may be required to complete the installation. See Store for details.    Although this vehicle requires some extra work, we are willing to find a resolution to help out customer enjoy the new product they purchased.   We will be patiently waiting for a response to help in any way possible.

  Respectfully,

  *************************,

  Regional Manager - Colorado

  Customer response

  05/04/2024

   
  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. I accepted a full refund on the product.
  
  Sincerely,
  *********************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my sons car in 4/4/24 to get blind spot sensors, back camera and sensors, and window tinting. I paid $3500 for all including a warranty on parts. We got the car back 4/5. I drove it home and immediately the shift went into shift lock mode which is an indication that some issue with wiring or sensors is occurring. This has never happened and was immediate after parking at home after leaving the store. I took it back in the following day to have them look at their install work. I received it back later that day. About two days after, the car shut off while running. I had a mechanics check it out, they said likely electrical but hard to identify without knowing what wires car toys touched. I emailed car toys with no response. The car has been in and out of the shop since install by car toys.

  Business response

  04/19/2024

  Hello,

  Currently we have an inspection with the customer's vehicle at our ******* store on April 23rd.

  Respectfully,

  *****************************,

  Regional Manager - **********

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/17/24 I took my Van to Car Toys to get a remote start system advertised for $219 with installation included. First I was told that there was a 1 hour "uninstall fee" for $145 which was not part of the email ad. Then the product was more than $219 for some reason at the end of it all my total was almost $479.If this was advertised then I may have looked elsewhere or accepted the cost. There was nothing saying and other charges could be included

  Business response

  03/27/2024

  *****, 
  I do apologize for the promotion on the remote start. Sometimes the promotion can be confusing to some, with saying that if you feel we could have done or handled this scenario in a better fashion feel free to reach out to me at ************************************* 
  I will look at your invoice and see I can help in any way. 
  
  Thank you,

  ***************************,

  Regional Manager - ******

  Customer response

  03/29/2024

   
  Complaint: 21456592
  
  I am rejecting this response because you state that the add is confusing.  It simply says $219 with install included. I put the invoice in my original complaint and you have done nothing in response to the fact that it is well over $400.

  Give me the difference in the amounts back and I will be satisfied.

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

  Business response

  04/12/2024

  *********************,
  Sorry for the wait. Let me investigate getting you a refund. Can you provide me with your full name and address?  It will be a check mailed to your home.
  
  Thank you,
  *************************** | ******-Regional Manager | Car Toys, Inc. 

  Customer response

  04/15/2024

   
  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.

  Please contact me with the amount and timing of the refund at the email listed below.

  Contact information below:

  *********************;

  PO Box 494

  *****, ** 98607

  ****************** 

   

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

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I punched a dmx690s stereo couple years back paid 500+ and then 120 for a extended warranty 4 years it went out about a year and a half and I took it in for warranty they said they would send it in to get repaired will that took 5 months to get back when I did I found out that nothing was differentand it still did not work so I brought it back in and was told they sending it back again and once again 3 months go by still nothing say they sent it in again 3rd time and it's now been 9 -10:months thatvi am still waiting for my stereo to be replaced or returned every time I call they say that they don't know what's up with it no shipping or tracking numbers I paid 600$+ for this stero and over a ********************************************************************************************************************************* replaced is just not right after paying so much for a warranty and I am still waiting just shy of a year the lacey ********************** has not helped me just says not there problem and they don't have any shipping or tracking info forbmy stereo or a time frame and are extremelyrude and often hang up on me I just wanted it fixed not waited a year and still not have it this is wrong and something needs to be done

  Business response

  03/08/2024

  ****,
  I apologize for the experience you are having. Product that goes to repair usually takes 6-8 weeks. I do understand that this is the second time it has gone for repair, in saying this we are able to place your original radio back in place of the aftermarket one so that you have music to listen to in the meantime. You can contact me directly at ************************************** I look forward in which direction you want to proceed. 

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

  Regional Manager - ******

  Customer response

  03/11/2024

   
  Complaint: 21402941
  
  I am rejecting this response because:it's been sent back once or twice and received and was still not working it's been almost a year way over the 6-8 weeks and failed to repair correctly the first two times it was sent in at what point do you not see that you failed to uphold the warranty in any way timely and failed to even check that it was fixed or not and have me come get it just to find out out still not working how many times you gonna send it in it's on the 3rd trip back for a 100 warranty and waiting close to a year is just ridiculous and you failed to uphold the warranty as agreed upon and have extremely bad coustmer services and did nothing to help or provide any information what so ever about how long the shipping info anything stating that you did not have any since when do you ship something and not receive a shipping number or some sorta info I have been  given the run around for a year just about and this is now become a issue as I have been lied to disrespected and going on a year that is no way trying to provide anything  to help me by failing to even make sure it worked before having me come there a 45min drive to receive a broken unfixed stereo I paid over $500 as to why nit just replace it I have no idea but to make me ***** 4-5 months to receive a still broken stereo is way past the 6-8 weeks and it to still be broken and you fail to notice or check is breach in contract 
  
  Sincerely,
  
  ***********************

  Customer response

  03/14/2024

  I have still yet have received any respons back I have email him directly as he asked to just be ignored and not receive a response in 5 days I would like to move this forward I have asked for the original receipt and warranty info or anything they have and was denied and I wondering in I need to contact a ***** and *** them for neglect and breach of there contract and misleading and false information and misleading the warranty and how it cost 100 to be perked around and be unable to follow through as stated as it's going on a year for my stereo to be fixed or replaced as stated it's Ben * times over the 6-8 weeks as stated and still not have any idea as to whne I will receive it back or any tracking or any helpful information at all I have never dealt with such a unprofessional and disorganized company that can't even seam to get one thing right and fail to even check to make sure my stereo even worked before having me come and get it after months of waiting just for it to nit work this is 100% false advertisement and they should be introduced and ***d for it. Someone needs to do something and I should not only be getting my stereo back but be  compensated for the inconvenience and run around and miss leading and false information that they give when trying sale a 100$ warranty. I have paid way way less for warranty and  have never had this kinda trouble or running around and definitely nit ***** going on close to a year they should pay for sure and definitely be compensating me for this 

  Customer response

  03/18/2024

  Original copy of receipt 

  Customer response

  03/18/2024

  Original copy of receipt 

  Customer response

  03/18/2024

  Original copy of receipt 

  Customer response

  03/26/2024

  I have not heard back from cartoys please reopen this and move forward with the issue please they are stalling and have nit done anything but say they send me the info and a week latter nit yet received anything 

  Customer response

  04/08/2024

  Ok will I have literly been waiting to get Mt stereo back for about a year now it was sent out on a second unotnerised repair with no means of tracking it the warranty company paid 404 fir a repair back in October that came back same as it left not powering on  and have been waiting since goingbon 6 months again and nobody can till me were it is how much longer or do anything to help me at all the all say they have someone call me and never do something has ti be done about this this is fraud and misleading and false advertisement and nobody can help or do anything I paid a 100 for this warranty fir what to be perked off fir a year and still be waiting no way this is legal *********************** **********

  Business response

  04/12/2024

  ****,
  Sorry for the wait. Let me investigate getting you a refund. Can you provide me with your full name and address?  It will be a check mailed to your home.
  
  Thank you,
  *************************** | Oregon-Regional Manager | Car Toys, Inc. 

  Business response

  04/12/2024

  Please ignore the previous response.

  Beau,
  I just got word from my Olympia store manager that your radio has returned from repair and functioning. ***** has tried to call you multiple times to get you back into the store and have it reinstalled. Please feel free to reach out to the location for further assistance.
  
  Thank you,
  ***********************;| Oregon-Regional Manager | Car Toys, ****

  Customer response

  04/22/2024

   
  Complaint: 21402941
  
  I am rejecting this response because:
   It is still not working correctly will send a Pic I'm over ot I just want a new one same thing pl after all this its the only fair
  Sincerely,
  
  ***********************

  Business response

  04/30/2024

  ****,
  
  I do apologies if the unit is still having complications. It looks like you paid $449.99 for this Kenwood unit. We no longer carry this product, if you like I can return or exchange this unit you currently have at a $250 return or credit. 
  Please let me know how you wish to proceed.
  
  Thank you,
  
  *************************** | Oregon-Regional Manager 

  Customer response

  04/30/2024

   
  Better Business Bureau:ok I'm unsure how I loose out on $200 for something that is nit my fault but sure at this point I will just cut my losses and take the $250 what do I have to do now from here 
  
  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

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a stereo installed and tint done on my brandnew 2024 ****** camry at Car Toys where they had my car for a little over 9 hours and when I went to pick my car up there was damage done to the car itself and the employees admitted to it and when the manager contacted corporate to file a insurance claim the corporate office denied the insurance claim and will not reachout to myself to address the situation as I was given there phone from the manager to speak directly to them about the denial and they do not return phone calls.

  Business response

  03/07/2024

  ****, 
  I apologize for the experience you are having.  At the store level we do have a process we follow when property is damaged. It sounds like your claim was denied. If there was an employee who owned to this damage happening during our possession, then there is another matter. Can you give me a few days to follow up with the store and investigate a little further? Again, I do apologize for your experience. 
  
  Thank you, 
  
  ***************************, OR Regional Manager

  Customer response

  03/18/2024

  I have not heard back from car toys and was asked on the 7th of this month to give them a few more days and it's now been 11 days and nothing 

  Business response

  04/15/2024

  ****, 
  Your damage claim was denied. I do apologize for what happened to your vehicle. If you can send me a couple of pictures of were the damaged occurred in your door jamb, I can take it to a body shop and see what they would charge to fix it. 
  
  My email address is *************************************
  
  Thank you, 

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

  ****** Regional Manager

  Customer response

  04/15/2024

   
  Complaint: 21361976
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday the 19th of January, 2023 I brought my **** ***** Accord to Car Toys in **********, ** for a 1pm ignition interlock installation. Up until this point the car was not experiencing any issues. As soon as I got my keys back and got in the car after the installation, I noticed the D4 light flashing. Assuming this was a minor electrical inconvenience I got on the highway to discover my car was unable to shift. I quickly took it back to car toys. The technician looked at it and pointed out that I was low on transmission fluid and said it was leaking, displaying some spots on the ground which appeared within 5 minutes of my car sitting there. This seemed reasonable so I left. After adding transmission fluid, the car was not fixed. However, it was not leaking any fluid. In fact, after letting it sit overnight with cardboard under it there was still no leakage. On Thursday, February 1st, I took my car back to that location to get my device removed. While there I explained my situation to the manager who wrote it off as bad luck and coincidental poor timing. Well, coincidentally enough, as soon as the device was removed, my car began to function perfectly fine again. While the manager claims he is calling his superiors at the moment, Im annoyed that when I initially mentioned the problem after my installation, they made up some silly excuse. And prior to removal, when I was telling the manager what had occurred, he said it wasnt their fault. I had to push back court dates and purchase a new car because mine didnt work after Car Toys worked on it. And when they reversed their work the car regained its function. I did not regain my money or time though.

  Business response

  02/08/2024

  To Whom It May ************************ apologize for the inconvenience this has caused **************
  
  We are going to refund the install charge of ************* unit which has already been discussed with ************** and the store manager at Silverdale Car Toys.   
  
  
  Thanks, 
  
  ************************* |WAS Regional Manager 
  
  

  Customer response

  02/08/2024

   
  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,
  
  ***************

*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. ↩