ComplaintsforCar Toys Inc

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Email to Car Toys: I took my truck in to be detailed yesterday on September 5 at the ********************** location they. They completed a pre-inspection to confirm there was no exterior damage to the vehicle and ****ed it in good condition. I stayed at the location while they did the detail and then drove home at which point immediately noticed a large gash in my tailgate. I drove back immediately and let somebody know.He told me that the detailer was at lunch and called her. He then came back and told me that she said the scratch was already there. I told him that she didnt **** any damage on the pre-inspection form and indicated the vehicle was in good condition inside and out before she did the detail. We both signed that form. He then told me that she said she remembered me from the last time I took the truck in which was more than a year ago and that she remembers talking to me about the scratch which is a complete and blatant lie. When you see the photo youll immediately notice it is not a scratch. It is a very large significant gash and dent in my tailgate. If it had been more than a year old, it would have rusted or something but this is clearly new damage. The person then asked me if I stopped anywhere on the way home and possibly ran into some thing. If that were the case, it wouldve hit my bumper not the tailgate.He then told me that he would have to send all the paperwork to corporate and that somebody would email me. As of yet nobody has emailed me. I called the store again and he told me that he couldnt give me a direct phone number but that somebody would contact me at some point and that he gave them all of my information.Attached is a photo of the pre-inspection report that was signed by me and the employee and photos of the significant damage that was done to my truck. I highly doubt an employee would ignore damage that significantly on their pre-inspection form. The reason there is nothing on there is because there was no damage.

  Business response

  09/17/2024

  ****,
  
  Sorry for the experience, we do have a damage claim process. Could you send over photos of the damage and year, make, model of the vehicle so that we can start the claim process. We would also need the *** #. 
  
  I will get the claim submitted for now and wait for a reply. My email address is ************************************* feel free to email me the photos and again I do apologies for your experience.
  
  Thank you, 
  
  **** ********* | ******-Regional Manager 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had this business install a NEW navigation system, including my radio, speaker for the phone. They left the original radio installed but disconnected it. So all of my equipment in my truck goes through the navigation system.. About 6 onths after I had this system installed I tried to use me moonroof and it didn't work. I checked the fuses myself and had a neighbor look as well. Everything looked fine in the fuse box. So I just figured that I would take it to my local ***** dealership to have them check out my issue. After 3 hours of diagnostic checking and testing they came back and told me that BOTH my switch for the moonroof and my switch fo the dimming of the dashlights were left unplugged. This cost me more than ******. I contacted them and they said "per company policy that if I would have taken it to them they could have checked it out". I said how would or could I have known that the switches being unplugged was the issue. I just thought it was an issue with my truck and NOT the navigation system install that caused my two switches to fail. Logically I figured it could have been an electrical issue or similar. When the mechanic came back and told me that the two switches were unplugged I went back in my mind and said it must have been when my navigation system was being installed by Car Toys. I never thought about the installation having been the issue because I paid over $2400 to have it "professionally installed". So now I'm out over $178 to fix an issue that was not mine nor the dealerships fault but the installers at Car Toys.

  Business response

  08/16/2024

  Hello,

  I talked to the customer and we will be sending a check for customer service out to the customer. He is happy and will be removing the complaint.

  Respectfully,

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

  Regional Manager, **********

  Customer response

  08/16/2024

   
  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

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7 Car Toys ordered a CD player for me. They knew my vehicle because it was described on the invoice. I prepaid for it. When it came in, I paid them to install it. At that time they determined that is was incompatible with my vehicle. They refused to refund my monies. I have placed two calls to their regional office *************). To date they have not returned any of my calls.

  Business response

  07/29/2024

  To whom it may concern,

  Just hanged up the phone with **************.************** is happy to be going back to ************* to receive his refund in full. Thank you for giving us the opportunity to correct this matter.
  
  Respectfully,

  *****************************
  WAS Regional Manager
  Car Toys, Inc.
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where do I begin? The techs have no clue what theyre doing. The first time I was there they cut holes in my vintage Jeep that didnt need to be cut. The owner ***** had to get involved. Now, they did a parasitic draw test and informed me its my dome light thats killing my battery. ******* wanted to CUT my original wiring and hard wire a new dome light and put in a new door pin. Upon hearing that I took it to the **** dealer because I know that was completely wrong. It has NOTHING to do with my dome lightits a Gem Module. The manager was hard selling an alarm because we thought it may be that. When I told them it was a Gem Module it was no shock they were clueless what that was, but it was the giggling at the counter that was unprofessional.

  Customer response

  07/25/2024

  I forgot to mention ******* pulled a fuse he said would solve all my issues with the dome light draining.
  
  When he pulled that fuse, he also killed my speedometer and other critical things as shown in my photo included.
  
  Please feel free to reach out if needed.
  
  ************

  Thank you,
  Jan

  Business response

  07/29/2024

  To whom it may concern,

  ************** agreed to return to our North Seattle store location tomorrow and meet with the Store Manager **** directly. **** will be refunding ************** for the full cost of the diagnostic she provided. Please accept our apologies for the delay in providing your refund.

  Respectfully,

  *****************************
  WAS Regional Manager
  Car Toys, Inc.
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 24, 2024 i took my 2004 monte ***** in for old window tint to be removed and new window tint applied. I paid over $1,100 and picked up next day. I was told to use windows as less as possible for first week. I've rolled down my driver's window after the first week many times but hadn't had to roll down passenger side window till july 10, 2024. The window would not roll down and it rolled up and down without any troubles before. About 10 minutes later, my passenger window fell down. Had trouble getting up but finally went up and damaged the new tint, long scratches. I called car toys and told them what happened and had me make an appointment. I took car in at appointment time and manager there said they dont mess with the tracks when applying tint. I told them well they have to roll window up & down and when i tried window for first time, it wouldnt even roll down. The took it in garage for 10 minutes then manager proceeded to tell me that whoever put after market speakers in is who is to blame for my window and damages. I find that to be a complete made up story as those speakers were put in at least 15 years ago and window always worked fine before. If window was out of track then their employee wouldnt of been able to apply the tint. Bottom line my window worked fine before taken to car toys in federal way, wa and now wont work correctly and damaged the new tint. Oh they did offer to fix tint of course at my expense. I want the damaged they caused fixed free of charge.

  Business response

  07/28/2024

  To whom it may concern,

  
  I spoke with the Ms. ******* She will be getting her window fixed and we will re-tint the new window at no cost for her. Ms. ****** will contact me and I will personally get the appointment scheduled at another store to get it done.
  
  Thank You,

  
  *****************************
  WAS Regional Manager
  Car Toys, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about having some equipment removed, this is regarding the car toys location on ****** near 130th. They are service center for a company called intoxalock, I was calling to have a device removed. He was completely flippant and condescending, guy named who ***** said he was a manager when I called, I questioned him about some ridiculous pricing I was quoted, saying they wanted almost $200 to remove a small piece of electronics I no longer needed installed, that would take literally 15 minutes. I asked him about this and explained my financial situation and he could not seem to care less and got an attitude about it and then said I could take my business elsewhere. This is completely misleading and manipulative because this company is not supposed to be charging anything and their fees for what they do charge has gone up 400% in the last 5 years, I saw an old pricing sheet posted on the wall when I first got it installed. Basically the state gives a low income voucher providing payment for most of these services including calibration, install, and removal, and now car toys has jacked up their prices exponentially so that the customer has to pay them on top of it because the amount they are being sent from the company doesn't cover their inflated charges. This person ***** had such an incredibly horrible attitude I can't imagine how he had a job in customer service and I think he should be terminated from employment. He instantly had an attitude. This equipment needs to be removed from my car free of charge. Anything beyond the original payment order amount of $80 intoxalock them already needs to be waved because I am on social security, I don't have the money to pay for that, and there is no reason I should be charged that for something I can't avoid, it's not like I can take it off myself.

  Business response

  07/15/2024

  To whom it may concern,
  
  ****************** was very unruly including cursing out the employees and demanding we uninstall his device for free. We explained to ***************** that he may be able to obtain a low-income voucher, but he will need to call Intoxalock to get approval for the voucher, a work-order, and a PO (Purchase Order) for $80. $80 is maximum Intoxalock pay. Our Car Toys rates and charges come to roughly $153. The ******** store location already took care of Mr. ******** uninstall/removal yesterday. Our Lynnwood store associate ***** was even kind enough to call Intoxalock himself to receive the approval,work-order and $80 PO on Mr. ******** behalf even though he had been being treated so badly by ******************. The difference of $72.63 was paid by *****************. ****************** was frankly very rude and unreasonable in our interactions. 
  
  Regards,
  
  *****************************
  Car Toys Inc.

  Customer response

  08/05/2024

  Their reply is completely unsatisfactory, it was flippant rude and dismissive, just like the manager I dealt with. What they said about what I did was boldfaced lies, and that particular location in ******* has hundreds of terrible one-star reviews on ****** full of customers who have had the exact same experience I have. That manager should be fired and the fact that I had to drive to ******** to get the same service I should have received for free in ******* cost me time and money and I'm still demanding the full price of the uninstall as a refund for the inconvenience and bad service. I will not be treated this way.

  Customer response

  08/06/2024

  Hello we spoke yesterday, I got the email notification saying that my case had been reopened. Thank you. I just don't see anywhere I can put any more information from my side of it. I wanted to also add that whoever wrote the reply to what I said, said some things that were just incredibly blatantly untrue. What I said in my original statement I think clearly outlined the fact that I already had the low income voucher, they knew that, I was explaining that when I called, and they were still telling me I owed them over $100 for a fee that they were claiming that they were charging on top of what had already been paid by the company. I was only offered the reduced rate when I explained what a horrible interaction the manager in ******* had put me through and that I didn't have the money to pay them a fee on top of another fee that was already paid, that's why the Lynnwood store gave me the option to pay a reduced rate in the end. I shouldn't have been paying anything at all I was already on the low income voucher from the **** That's the point. So like everything he said in his reply was just completely false on every level. I honestly cannot believe this company is in business.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted ******'s customer support number from their website to explain the problem I have with my order. *** marked it as Damaged + Returned and the service rep was pretty rude. He kept being rude saying that the package was lost when it's clearly not, it's being/was returned back to the in WA state. The rep on the phone had a very rude tone.

  Business response

  07/19/2024

  Good day *********,
  
  Please know that we are currently working with *** on your shipment tracer investigation. Amid the investigation,*** may need to speak with you, and they may reach out. We kindly ask that you do cooperate with their investigation efforts if requested by ***. Per your request, I have initiated your refund. Please expect a credit memo shortly via email as verification of the initiation of your refund. If you have any further question, please reach out to us at [email protected] do hope this information helps.
  
  Respectfully,
  
  ***********************
  Online ********************************************* ****

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car toys installed a car stereo system in my 2009 ****** corolla. they installed a pioneer DMH4660Nex along with 2 front (focal) speakers and 2 kicker 6x9s. approximately 1 year ago.along with my purchase I also bought the 4 year bumper to bumper warranty, exceeding the manufacturers one year factory warrantee. on June 20th my car stereo wasn't connecting correctly to my car play feature on my iPhone. I did a full restore and reprogrammed any updates per the pioneer app. I then tried to reconnect and the display screen started looking distorted. at that point I was driving **************************** to make a quick trip. when I got out something was on fire right at the back of the stereo unit. flames were then shooting out the vents and everything around the back of the unit were on fire, with the hottest spot indicating the fire started directly in the area.me and several others ran back and forth grabbing and using many fire extinguishers to keep the fire from damaging other cars next to mine. the fire department was dispatched around 7pm and extinguished the fire. the commanding officer on scene told me that it was more likely than not the stereo one Pioneer DMH-4660NEX. I called Car Toys Gateway and spoke to *** the store manager, who gave me the phone number to his regional manager *************************** at **************. I called the number several times and I get no answer and voicemail isn't set up, so im unable to leave a message. At this point I still have the car in question for everyone to evaluate the claim but Car Toys who I purchased an additional 4 year warranty that covers workmanship and products installed won't even evaluate damage done by the equipment they installed and warrantied. as well items also damaged in the fire that was purchased at car toys one ****** Redline Radar detector.I want to file a claim against car toys for the cost of above listed equipment and the blue book value of one 2009 ****** Corolla. I want them to honor their warranty.

  Business response

  07/12/2024

  ******, 
  We do have a process that we need to go through to submit the damage claim. We would need one last opportunity to inspect the work performed on your vehicle. At that time, we will take photos and submit them to our corporate office. I sincerely apologize for the inconvenience. You can email me anytime at *************************************

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

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took my brand new ****** sienna to cartoys ************************. I needed a security alarm installed. After installing it, theres a multiple problem with the alarm. My car is sentsetive that even passing cat trigger the alarm , they said they will fix it. The tried fixing it maybe 10 times but nothj g happened and i said juat remove it because its such a hassle. But when they remove ut they cut a wrong wiring. They said they will fix it. They want me to drive to ********* office and idid. Soent uber $100 and they cant even fix it. Now, im stuck with a damage car and they still want me to wait for them to call me to fix it.

  Business response

  07/01/2024

  Jo,
  I do apologize for the inconvenience of going to different shops to resolve your issue. We will submit a damage claim on our end to get the process started of getting your vehicle fixed or working the way when you first got it. I will have my Store Manager (****) call you and get your information and quickly get this resolved. 
   
  You can also feel free to email me at ************************************* if you have any further questions.

   

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

  Car Toys Regional Manager - ****** and ******************

  Customer response

  07/12/2024

   No action taken from cartoys

  Business response

  07/17/2024

  Jo, 
  
  Thank you for your patience, a check for the amount you requested is being mailed to you. 
  I do apologize for any inconvenience you may have experienced and if you need to reach out to me my email is *************************************.

  Respectfully,

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

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

• 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,
  
  ***************************

  Customer response

  07/18/2024

  Hello, I have been trying to reach anyone to let you know that my contact info has changed. I no longer can be reached at the number listed on the complaint form. My new number is ************. Please forward this to *************************** at Cartoys. I have tried to email her but my server rejects the address and blocks it. Thank You for all your help with my case, ***************************

  Customer response

  08/07/2024

   Hello ***********, I do have a question regarding my complaint against Car Toys. The manager has been giving me the run around when it comes to the refund. First he wanted to refund to a card which can't happen since I paid in cash. That took a week. Then he said he could refund in cash only if the store sold enough to cash buying customers that day to cover it. He said that they would issue a check if cash wasn't an option. That was over a week ago. Now, and this is all from my contacting him as he does not contact me, he is repeating the same thing as before about talking to regional to issue a check. I am exhausted with this whole ordeal and would like to know if I can re open the complaint to hopefully get this resolved?  Thank you , ***************************

  Customer response

  08/07/2024

  there is no need to reopen the complaint. When I told the manager that I was going to do that he said I could come into the store for my refund. So it's done. Thank you again for all you guys do! It means a lot!  ************************;

*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. ↩