ComplaintsforCar Toys Inc

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im all around upset and now out of money. I purchased a remote start for my gfs vehicle. Before purchasing this I told the guys that this engine is going to get swapped. They said if the battery is taken out ok long it might need to be reprogrammed afterwards but just bring it by and we will do it for free since it has a life time warranty on product and labor. Long story short, I followed instructions, the guys did everything they could and even called tech support and can not figure out what the problem is on reprogramming this but it wont work. I requested to talk to the district manager and I never received a call. Not only do I have the device of remote start in her vehicle but it is not working and I am out of that money. They said if I wanted a different remote start I would have to pay for it. That is not customer service or okay with me. I paid for it. It is not my fault they cant figure it out, they are professionals in this area. They need to make it right rather than blaming on the shop that did my engine swap. Also not hearing back from the regional or district manager is very irritating.

  Business response

  02/03/2024

  Good morning ****,
  
  Hope all is well for you. Thank you so kindly for coming in this past week to have your remote start uninstalled. Please know that you should be seeing your refund in the mail within **** business days. Please feel free to reach out again if you have any further questions regarding this matter.
  
  Respectfully, 
  
  ***************************
  OR Regional Manager
  Car Toys, Inc.
  

  Customer response

  02/10/2024

  This is not resolved yet.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi-I've looked so many times on your guys website to find out how to schedule an install for my daughter's car stereo but I can't find anything. When you click on book a service all it does is take you to a store locator. How can I schedule stereo install? Do you need the car info, stereo info? I'm getting ready to just return them and go to Best buy, way easier to get answers and it's obvious how to schedule the install. I've had troubles calling to find out what dash adapters to buy, finally went in to a store, sat for way too long while they called every store looking for parts. Had to go get the parts across town, then when I picked up the parts I had to pay for at a totally different store, the receipt didn't even have the product info on it, so had issues getting the parts from the store that had them in stock because obviously the guy that was on the phone with the guy I was dealing with didn't actually grab the parts and set them at the counter. I'm just getting frustrated and after Christmas I don't want to wait weeks or months to have these installed. I'm really hoping someone reads this who gives a ****, because so far all I've dealt with is younger kids with attitudes and I'm about done. I need a reasonable adult to talk to about what to do next. I've heard from someone at work that it could possibly be a first come first serve type place but that doesn't make sense, what is this the ********** of car stereos? So what drive down every morning at 8am to wait in line until you get picked?? I mean c'mon. That can't be.Sorry for my attitude here, I realize none of this is your fault at all. I'm just reaching my limit. I really hope you can set me straight on how to proceed. I hope your having a great Christmas season!!I really appreciate you help!!Take care ******

  Business response

  01/08/2024

  To Who It May ****************** apologize about any confusion with our free install promotion when Mr. ****** purchased the product online.
  
  Both radios that were purchased include basic installation build into the radio and each unit came with a free back up camera.
  
  Our promotion doesnt include free install on the camera and can range anywhere from $175 and up pending vehicle.
  
  Also online when both stereos were purchased it states additional parts or labor would be needed, every vehicle and features are different.
  
  Here is the link copied from our website.
  
  Our store manager did contact ****************** and offered a discount on some parts and installation to help the customer, but it was refused.
  
  We apologize about appointment times, usually after Christmas all customers try to get their presents installed and we usually inform customers if they can leave it and will call when done.
  
  Looking at the records of what was bought online which are two stereos and 3 parts from our North ******* store in amount totaling of $841.61.
  
  ****************** has 30-days to return his product if he chooses that route and can get his full refund back.
  
  Please let us know how you would like to proceed.
  
  DISCLAIMER
  FREE installation is currently offered for this product. FREE same day installation of receiver will be available with purchase online or in-store. A $125 value. *Includes standard receiver installation in most vehicles. Additional parts and labor including receiver harnesses and kits, if needed, are extra.
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager | CARTOYS

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complete timeline attached via pdf Sat, 10/21/2023 Met *****, store manager. I said I was interested in the mid-priced package. He insisted I buy what he had in his car. Include (on his car) remote start, alarm w/ siren, doors lock/unlock, 2-way pager, GPSs tracking and basically indestructible.As hes upselling, he was also generating the bill so I know the cost. A technician named **** is up front telling him to bump up hours for install three times until **** is happy with hours for install.Tells me $1,796.76. I said its too high, he offers 1 set of free 6x9 speakers. I said Ill buy 1 more set since I have 4 speakers and dont want only 2 new ones.My wife said she would buy it as my coworker got his truck stolen a week ago, I asked them is it really 6x9s front and rear? ***** said, Oh yeah, of course. So, I agree to leave my truck that same day around 10:30 am. I called around 3:38 pm to get status. The front desk staff said that **** wasnt able to work on installing the alarm until 12pm or so, they are still working on it. I called again around 4:10pm. And they finally said I can pick it up. That is about 4 hours of work and I was charged $800 for labor on the invoice. I arrived to pick up my vehicle between 4-5pm. When I got in, I picked up my remote and told them they installed the wrong alarm. *****, another technician that was there at that time said that it was **** that installed the alarm.***** told me to write a negative review on ****** and mention that **** f*** up and to mention that ***** will fix ***** mess up. ***** encouraged us to talk negatively about his colleague online. **** was not at the store that afternoon. They said to come back in a few hours and they will swap the remote start. I said to please keep overnight to not rush the job and test out the cold start function. So, I left my truck at their shop overnight.There are questionable items on the invoice and the paperwork for the warranty we paid for was not provided.

  Business response

  01/02/2024

  To Whom It May ***************** apologize for any inconvenience and pricing concern that ******************** has brought up to our attention.
  
  Looking at the invoice and what was done seems like the work performed and charged was properly quoted being that we installed a remote start/alarm and being its a manual vehicle which takes more work to complete.
  
  ******************* is stating that the store was quoting out on hourly charge, which shouldnt have been the case since we only charge per hour when we are trouble shooting only.  We quote and work on vehicle per job not per hour, talking to the store and shop manager the installer did work on the vehicle for 5hrs to complete the job.
  
  Being that we did quote on hourly charge and can see where confusion came from I will honor the hourly charge which was $140 per hour, installer work on the car for 5 hours which equals to $700.
  Total labor charged amount was $900, we are offering ******************** $230 plus tax refund for miss understating per hour vs job install.
  
  The matter of which ******************** stated about certain names of installers and what was said will be internally investigated.  ******************** also requested an invoice of his purchase, we will email a receipt.
  
  Again sorry for any inconvenience that this has caused,and hope ******************** is happy with the system that was installed.  ******************** will want to reach out or come into the store so we can refund him the funds.
  
  Thanks,
  
  *************************,

  Washington Regional Manager

  Customer response

  01/14/2024

  You state my vehicle is a manual transmission. It's not. It's automatic. So that means you charge me the rate of the wrong transmission which it's hard to see. Unless your trying to get the maximum hours on it. Again. Car toys trying to cover up after themselves. I also have pictures of work youve done on my families vehicles like their backup cameras where you striped part of the wire and electrical taped your wire on to activate the reverse camera. 

  Customer response

  01/15/2024

  You state my vehicle is a manual transmission. It's not. It's automatic. So that means you charge me the rate of the wrong transmission which it's hard to see. Unless your trying to get the maximum hours on it. Again. Car toys trying to cover up after themselves. I also have pictures of work youve done on my families vehicles like their backup cameras where you striped part of the wire and electrical taped your wire on to activate the reverse camera. Also the warranty paperwork will need to be provided. I will appreciate a refund for disrespectful attitude and unprofessionalism, and inaccurate charges on my receipt. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to get my door speakers replaced. I got no interest financing through the bank they have advertised. After they did the install, they showed me that the speakers sounded terrible and said it was because my amp had gone bad. They said the best way to fix this was by getting a new *********** radio. I asked if I could just replace the amp and they said getting the radio was a much better way to do it. I caved and bought the radio. Luckily they didnt have the install kit and told me it would be a few days. In those few days I did research and talked to some people and found out that my amp was perfectly good. The reason the speakers sounded bad was because they wired my speakers incorrectly. I went back to car toys and asked that they check their work. They insisted I have them check the work before they install the new radio because everything will already be taken apart. The day of my appointment I show up and tell them I dont want the radio and I want to return it. I put it on the counter and they took it behind the counter. They took my keys to check their work and preceded to help the next customers. I waited for about 1.5 hours to get my car back. I was just handed my keys and told they were done. No mention of the problem being fixed or not. I took my keys, went to my car and checked my speakers. They worked perfectly fine now. So I left. Now I get my statement for the financing and they full charge is there. The return I asked for had never been done. I call the store and speak with the manager and he tell me that it is my fault the return never got done. I didnt check with them and that he can only do the return in person. I told him that I have moved during this time so it will be a 4 hour round trip to go there in person. He reassured me it was my fault and there is absolutely nothing he can do. They have my phone number. Once he realized my return had never been done and I had left, he could have called me. But decided not to.

  Business response

  12/12/2023

  Hello ******, 
  My apologies for the late response but I can reach to you tomorrow morning and help understand whats going on. I will contact store manager and understand what type of refund you will be receiving. 
  
  Thank you,
  
  ***************************, OR Regional Manager 

  Customer response

  12/17/2023

   
  Complaint: 20963370
  
  I am rejecting this response because:
  
  I still have not received communication from the business. I got a message through The BBB from someone named *****, who said they would reach out to me and find out whats happening and issue my refund. I have not been reached out to. I have since tried to reach out again and still no response. 
  
  Sincerely,
  
  ***************************

  Business response

  01/05/2024

  I called you yesterday. I left you a voice mail. Please feel free to call back when you have availability. You can also reach me at ************************************** I look forward to speaking with you.
  
  Thank you,
  
  ***************************, OR Regional manager

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was worked on for a broken tweeter frame, located by me because i heard some movement, so i removed the housing cover of my driver side tweeter, (left side of the front of the vehicle dashboard) and when i opened it, i found out the tweeter had fallen off the frame because the frame was missing a support frame to hold on to the frame of the car. So i had it replaced under warranty at the ********* location in ******. When they replaced the frame of the tweeter, i had no issues and moved on in life, up until today, i heard some static from the tweeter. Once again i opened the housing cover for the same tweeter, only to find the tweeter fell off again, only this time it wasnt because of the frame, but because they hot glued the whole bottom of the tweeter, and having to clean all the old hot glue and the frame and the metal cover lid out of the housing compartment. Further more, the hot glue had melted the plastic frame som bad, that it broke the plastic holding onto the metal frame to hold the tweeter, which caused the tweeter to fall off, abd this couldve damaged the tweeter. I will be going back to that store and ask for a replacement at no charge due to the poor work performed on the tweeter. If denied i will not want to use my purchased warranty for this isnt considered a warranty option due to the potential risk of their work damaging the product. I spent 980 dollars on those focals, only for someone to have potentially ruin what i paid for. If they deny me i will have to reult in legal action.

  Business response

  12/11/2023

  *******, 
  So sorry this is happening. Would you prefer to bring your vehicle to another one of our locations to address your speaker issues? Let us know what day would work best for you so we can accommodate. 
  
  ***************************, OR Regional Manager

  Customer response

  12/11/2023

   
  Complaint: 20950663
  
  I am rejecting this response because:
  
  I have went back to the ********* store and tried my best to get what I needed done. However, I also tried to visit the ********* store and the ****** store and none of them wanted to help me in this situation because of my purchase being done at ********* car toys. Please note that I have done my best to work with them but what youre asking is not possible from what I have learned from your staff. Furthermore, they scratched my tints on my windshield and they refused to reimburse the payment from where I purchased the tents. Instead, they tried to persuade me into getting their 3M ones and I didnt want those where I bought mine from a place called **************** down in *********. Either way this will not work, I would rather be reimbursed the money that I paid for the services and paid for the s that they scratched. As well as a reimbursement for my speakers.
  Sincerely,
  
  ****************************************

  Business response

  12/22/2023

  *******, 
  Can you take a picture of the windshield that was scratched and provide me with an estimate form ****************? As far as reimbursements, if I can have one last chance to get in your vehicle and have myself go through it and address any issue you have that would be greatly appreciated. 
  This is my email address so you can email me the estimate.  *************************************
  
  Thank you, 
  
  ***************************, OR Regional Manager 

  Customer response

  12/27/2023

   
  Complaint: 20950663
  
  I am rejecting this response because: I have waited for a response from the email you gave me and i have received the response to address the issues, however, I havent been given any reimbursement for the damage done to either my speaker or my windshield tint. 
  
  Sincerely,
  
  ****************************************

  Business response

  01/17/2024

  Good day *******,
  
  Hope all is well. I was able to pay for your windshield and I hope you made it to your appointment yesterday. If everything we agreed upon was not taken care of feel free to email back [email protected] hope your sound system sounds great and hope to see you as a repeat customer.
  
  Thank you,
  
  ***************************
  Regional Manager

  Customer response

  01/21/2024

   
  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.
  
  Thank you for helping me **********************, because of you, i feel safe to continue trusting car toys. Although i wont be visiting the clackamas location and longer, i will trust *********, as they were my original store i went to and always have had a good experience with them. Thank you once again for helping me fix all my problems and i apologies if i may have come off strong but understand that i was in a inpatient moment after dealing with the problems for 2 months and i wasnt keen on waiting one more. Court was my last option but you made it to where it didnt have to be. You are truly a great regional manager and i can only hope i dont have to burden you with this type of situation again. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While using this business car toys to have a stereo installed into a car my car was damaged. The front dash was cracked and three to four pieces were missing. We very calmly discuss this with the local store and management team and they agreed to fix the vehicle. They said it would take a week to 2 weeks after the second week we called and they said the part had not arrived. After the third week they said there was a mist delivery. They then said that they would try to get a part locally and repair the issue of the crack in a sensor that had fallen into the electrical portion of the dashboard. I have reached out to them three to four times and cannot seem to get any traction to make this a priority to get it fixed and there is no way to reach the next management tier for resolution. All you can do is leave a message that will later be discussed with the store team. I am now without one of my vehicles for 4 weeks and it looks like it'll be even longer. They are not willing to take on any extra effort to resolve this issue. I would appreciate any assistance that you can give to resolve this or even just get me in contact with the next level management tier in the ******* area. Thank you

  Business response

  12/01/2023

  To Whom It May ********
  
  We sincerely apologize for the inconvenience that this has caused **************
  
  I personally called ************** couple weeks ago and spoke about the issue, which his main concern was the lack of communication from the store on the parts ordered.
  
  We received the parts same day when we spoke, and we had our shop manager ************* ************** to let him know and set up and appointment for the parts to be replaced.
  
  ************** stated he was out of town and will give us a call when he gets back in.
  
  Again, we apologize and looking forward taking care of the issue when ************** gets back.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Service 8/14/2023 Location: ******** car toys Customer ************************************* No invoice with detailed costs of installation, speakers and details for the purchase. Just credit card charge receipt was given.1316.40 was paid for installation. During the install the car was damaged and the system was wired to the electric Seats and seatbelt wires and damaging the electrical. My son was jeopardized and this could of caused huge issues. It could of caused an electrical fire and definitely caused safety issue unable to use seatbelt. And is illegal to drive with no functioning safety belt. My son had no choice, but to drive his car, he has a full time job, he has to work to live, there was no option of immediately going in the shop, no rental car was offered nothing for his inconvenience was offered. No discount or refund of money back for the install, considering the errors that took place. My son had to get estimates from car dealerships, then had to wait until he could conveniently borrow a car from somebody for 2 to 3 days, while the car got repaired. Again, no loaner no option, no nothing was even offered. He got the estimates and took it in to ********** of fife. He had to pay a friend for 3 days of borrowing a car so he could get to work. We then had to come up with the **** dollars to pay for the repairs to get his car out of the shop. We then were told your store had to file a claim and my son is still waiting for reimbursement from your company. This is ridiculous. I was dumbfounded when I got the credit card **** and saw the full price was charged after all that had took place. Yes, he had permission to go get his stereo system, but the fact that you still charged full price and didn't even offer a reimbursement makes me feel like you definitely took advantage of a young boy. Definitely am requesting th4 whole amount of the install and merchandise to be credited back to credit account. That would be sufficient without having to take it any further. The inconvenience, the waiting, the borrowing of another vehicle, and having to pay somebody to use it, the least you could do is refund to make things right.So we would like the refund from date of service. At the very least installation fees. The **** in repairs processed immediately and a refund for rental of car and inconvenience... Thank you in advance ********************************* ********** ************************************* **********

  Business response

  11/06/2023

  To Whom It May ***************** truly apologize about the inconvenience this has caused  and the safety aspect as well. 
  
  After talking to Shop Manager ****, he stated that he did submit the report when it happened. 
  
  Looks like it somehow never reached our cooperate office, possible a glitch in the system for approval at that time. 
  
  With that being said he than figured everything was handled and it was getting taken care of by our insurance company to get the fix done to the vehicle. 
  
  When we saw the current email complaint come through, we acted swiftly and resubmitted it which got approved instantly and we will have a check refund out shortly for the amount that it costs to fix the vehicle. 
  
  We take our customer service very seriously and apologize that this has happened the way it did, **** also stated at the time when the issue occurred that he mentioned about a rental car with ******** and to let us know if he needed one. 
  
  We cannot refund the product or labor on the actual purchase invoice, but we do stand behind our work for labor performed for lifetime. 
  
  We have attached the receipt of the purchase made that day as well. 
  
  **** will be reaching out to ******************** tomorrow to make sure we have the correct address for check refund in the amount of $1312.75 to be sent out. 
  
  Again apologize for the wait. 
  
  
  
  
  Thanks, 
  
  *************************

  Washington Regional Manager

  Customer response

  11/29/2023

  Thank you for your response. I apologize for the late reply... It had gone to my spam box.. 

  
  

  As of today 11/28/23 still no check has been received. 

  
  

  Ill tell you just how frustrating this has been. 

  
  

  First and foremost there was never a offer to call if rental car was needed. 2ndly you should know that a call was made almost weekly asking about check and when the store would call back after checking with corporate, we were always ensured that the check was processed and would be coming in the mail. The check was not processed until you received the better Business Bureau complaint so every time your store was called, we were lied to, as you stated, it must have fell through the cracks, so there never was really a check processed and sent in the first place. Another major issue is the trickle effect that this *************************** a person's life, although we're thankful you're gonna refund for something, the store caused that does not help at all, with the fact that playing catch up with someone's finances has come into play. **** isnt just small change to some people. this was a **** financial setback to a person who just moved on their own, just invested in a new vehicle and now either had to miss 3 days of work or pay for transportation. Now behind on everything that was worked so hard for.. This should never had to come out of a customers pocket. you cant refund ? Or you wont? Do you really think the way to satisfy a customer and fix this mistake is by standing behind your product and service? Isnt that what your supposed to do anyway? Thats not above and beyond for a customer. Although I was so thankful you're going to refund what should have never been paid in the first place. Offering half off or a refund of the installation would of been appreciated. Removing the installation for the mistake and inconvenience and charging product only would of even been nice. Seems like your way to fix this is to act like you're doing us a favor by sending a refund. This is ridiculous. This should have never happened but yes mistakes happen but what a failure of satisfying a paying customer. I would like to know what you're gonna do about it? Are you going to tell me you cant do anything except for to pay us back? If I owed on an account that was due in September and as of December no payment was received I sure bet your company would have charged all types of late and interest fees. It's surely not an option for me to charge your company though right?. I'm absolutely not satisfied with how this has been dealt with. I would like a better answer to resolve this or i will take this further. I should include the fact that your workers joked about who was the installer and how they should discount the install before it was even done. If that check isnt received by Friday then have one sent to your store for pick up immediately because it's apparent that it must be lost in the mail. It's christmas time and people have rent and bills to pay at beginning of month and this has effected going on 5 months now  

  Business response

  01/08/2024

  To Whom It May *********************** at our records and confirming with our Payroll team check was issued on 12/7 and cleared the bank on 12/11.
  
  Again, we apologize that this took this long to resolve and for ************************ to get his money back.
  
  Regarding to ************************ last email about a refund for inconvenience, we are willing to refund half of labor in an amount of $450.
  
  Please confirm and we will have a check cut for the refund.
  
  Sorry for any inconvenience this has caused and want to retain ************************ a happy Car toys customer.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager | CARTOYS

  Customer response

  01/08/2024

  The check was received yes and ******** will accept the ****** offer. Thank you

  Customer response

  01/08/2024

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2022 GMC Yukon to car toys to get it detailed inside and out and also decided to get the windows tinted .This was October 21st 2023 around noon so they said my truck would be finished tonight and I could pick it up the next day when they open at 10am . Before I left my truck they did a walk around to check for any scratches or dents and checked all the lights,windows and windshield wipers door locks etc . Everything worked perfectly NO scratches OR dents so they had me sign a paper saying there was nothing wrong with my truck and if something happened to it they were responsible for it. I paid a total of $1416.06 for their services I left my $116,000 baby with them.I returned the following morning just before 11am and my truck wasnt pulled out of the (bay) is what they called it so they pulled it out and I started to walk around from the front to the driver side and I noticed a good size dent above my rear tire and I got sick and took a step back and started crying and my husband asked what happened and one of the workers said oh no let me get my manager the manager came out and said he will take a picture and send it to corporate and they will contact me. There was no apology or anything or we will get it fix even though they know they did it . I was so upset I couldnt even look the rest of my vehicle over and check the inside even out to see how it looked. Im sickened by how disrespectful they were and how they treated my vehicle with the amount of money I paid to get all these services done and I paid to have my truck damaged. Nobody has contacted me on getting my truck fixed Im getting the run around they dont have corporates number. I called the store and they say theyre isnt any manager there. I need my truck fixed they damaged it they need to fix it ASAP and I should be reimbursed for the services that I did get .They have caused me to have so much anxiety and stress my truck is a lot and to damage somebodys property is absolutely horrible.

  Business response

  10/31/2023

  Hello ******,
  
  I am so sorry this happened to you. We do have a damage process for scenarios like this. I will follow up with the store today and find out what is going on. As far as a refund, I will get with the store manager and come up with a solution that helps everyone. I do apologies for your experience. I will do everything in my power to make this process quick and less stressful.
  
  Thank you,
  
  ***************************
  OR Regional Manager
  Car Toys, ****

  Customer response

  10/31/2023

   
  Complaint: 20772264
  
  I am rejecting this response because: They have made no effort or attempt to fix my vehicle the only thing they have done is called 10/31/2023 and said they are still submitting a claim ( it was supposed to be done days ago) they were still asking me the same information they already have ( all my contact information) Im not closing this claim until something is done with my vehicle. If Car toys cant come up with a solution in a timely manner then I will go a different route .
  
  Sincerely,
  
  ***************************

  Business response

  11/10/2023

  Good day ******,
  
  My apologies for the delay. I do see that your claim was denied with our claims department. I am currently researching your claim further to see if there is anything I can do on my end to help you out with compensation. Please know that I will contact you by Monday, November 13, 2023. Thank you so kindly for your patience with this matter.
  

  Respectfully,
  
  ***************************
  OR Regional Manager
  Car Toys, Inc.
  

  Customer response

  11/15/2023

   
  Complaint: 20772264
  
  I am rejecting this response because:The claim was rejected why? You guys damaged *********** vehicle went in with NO scratches OR dents and when I picked it up it was dented??? I signed a paper saying there wasnt anything the employee (****) did a walk around and he checked that everything was working. Now you are NOT taking accountability for damages that your employee or employees did ?? Also here it is November 15th with NO communication with you guys. You stated you were going to contact me on November 13? Hmmm excellent customer service. You guys damaged my truck and you guys know it !! You need to grow up and take accountability for your careless actions. I have the paper I signed I have the photos that were taken in your parking lot .
  
  Sincerely,
  
  ***************************

  Business response

  11/30/2023

  ******,
  After our conversation today, it looks like you were approved to get that dent fixed. The Install Manager **** will be in contact with you with further instructions on the repairs today. 
  
  Thank you, 
  
  ***************************, OR Regional Manager

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 7th, 2023 I visited a Car Toys location to purchase an Apple Carplay/Android Auto setup for my vehicle. I decided to go with a wireless Carplay unit and added in blind spot cameras. The total amount I spent that day was $3,134. Part of that cost was also for an extended warranty on the products purchased and window tint.Several weeks after the installation a problem appeared with the Carplay function. The issue was that the navigation on the screen with Carplay enabled did not work properly when the blind spot cameras were activated. It was very confusing when driving because you would hear instructions to take a turn that didnt exist, proceed to the route which you were already on, etc. This problem occurred consistently enough that it made using the Carplay navigation unusable.I took it in and let Cartoys know about the problem. I left the vehicle with them. The fix was to move the *** antenna. That didnt do anything and they never even took the time to verify it was fixed. I returned on another occasion, took one of the employees for a ride to demonstrate the problem. Brought it in again another time. Waited nearly 2 hours for a 5 minute software update. Didnt fix it. Brought it in again, apparently some components were replaced didnt fix it.This setup should never have been sold. It doesnt work properly for a prominent function (carplay navigation) that is a primary use of the device.As of now, at the end of all of this, they removed the setup at my request as it is unusable. I was told I could not return the items but they would look into getting me some money back. Never heard from them. It sits in a box on my shelf.Its unacceptable that after spending $3k and way more personal time than necessary, and after the shop acknowledges the flaw with the setup and is unable to fix it, that I cannot return the product and get my money back. The extended warranty purchased? I was told it does nothing for this and is nonrefundable.Wow.

  Business response

  10/25/2023

  Hello, 
  
  In response to the customer's concern, we would like to clarify that the wireless Apple CarPlay system does work. What does not work is the customer's ****** Maps with the blind spot system that we installed. For some reason, it resets every time the blind spot system is used. We witnessed this issue and spent countless hours troubleshooting to find a solution, but unfortunately, we were not successful. It's important to note that this issue has not occurred in all of our experiences here at Cartoys. The radio and wireless Android/Apple CarPlay worked properly when the blind spot system was not connected.
  
  The customer requested us to remove the entire system if we couldn't find a resolution for the ****** Maps resetting issue. As an alternative, we offered to upgrade the customer to a unit with satellite navigation at no additional cost, where the blind spot system would not reset since it is built into the radio. However, the customer declined this solution, and we agreed to remove the system with the understanding that the customer would keep the radio, and we would restore everything back to factory settings.
  
  We agreed to refund the cost of the blind spot system and are working on refunding the labor associated with the installation. I advised the customer to give me some time to try and get this refund approved. As a gesture of goodwill, we agreed to remove everything at no cost to the customer. We will be contacting the customer to finalize the refund process.

  Respectfully,

  Car Toys ****** Management

  Customer response

  11/02/2023

  I received a call from Cartoys and they offered to refund the amount associated with the cameras only. Thats unacceptable. The system/setup as it was sold does not work. Cartoys has claimed that the carplay function is working. While that is true (and was never in dispute) the problem is that the entire package purchased together during this one transaction doesnt work. It can be said the cameras work properly too. Again, the problem is they dont work together. If I bought a computer system and the monitor didnt work when the computer was powered on, but then am told that the rest of the computer works, isnt acceptable. The offer to install a system with navigation was appreciated, but not at all what I wanted. I already had satellite navigation in this vehicle before I brought it in. When Cartoys called and I requested a refund for the carplay device as well, I was told Id hear back in a day. A week has gone by and Ive heard nothing from them. They have acknowledged and have been unable to fix the issue with the system they sold and installed. I am requesting a full refund for these products and labor.

  Business response

  11/08/2023

  ****,
  Hello, my Name is ***************************. ****** Regional manager for Car Toys. I tried reaching out to you at ************ to discuss your matter at hand. Sorry for your inconvenience and experience at the ****** location. I would like to fit you in into one of our other locations to fix the issue you are having. Please reach out to me at ************. I believe there is a way to fix the issue you are having if you give us one last chance. I will compensate you for your time if you allow us one more opportunity.
  
  Thank you,
  
  ***************************
  OR ******************************************* ****

  Customer response

  12/18/2023

  Hello, I'd like to update this case to reflect that the matter was resolved and the outcome was that I was provided with a refund. This was the desired outcome and I am happy with the response.

  This case was closed while the vendor and I were continuing working this out but I wanted to make sure that the resolution in the case was properly noted.
  

  My thanks to the BBB for your assistance -- it was a tremendous help!
  

   

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I presented my vehicle to diagnose and possibly repair my stereo which suddenly lost power and arrived on 9/28/23. I was told there would be a $177 fee for this. The Technician spent all of 10 minutes and returned to tell me that my stereo was fried as it wasn't grounded properly. We selected another stereo for $299. I was told by the technician that they were able to utilize my harness/wiring and that the funds I had already put down would go towards the installation. After the installation of the new stereo, all of which took under 1 hr I was charged an additional $625.61. My total credit card charges for this visit came to $802.87. My invoice shows 3 misc. LA charges ($140,$75, $95, 3 different "shop fees" ($21,$11.25,$14.25). This is deceptive, bait and switch behavior. I am seeking a refund of the $177.26 which was explained as the hourly charge for diagnosing, again this took no more than 10minutes to come tell me that the stereo was a lost cause.

  Business response

  10/20/2023

  To Whom It May ****************** apologize for any confusion or extra charges that Mrs. ******** is mentioning in her concern. 
  
  Looking through the invoice Mrs. ******** was never charged $175 for initial diagnostics. 
  
  Charges that were applied as follows
  1.$140 basic labor for radio installation. 
  2.$75 hardwire charge/repairing previous stereo harness
  3.$95 to reprogram steering wheel controls to new radio install. 
  4.$69 for diagnostics charge for previous radio that was not working. 
  5.Sony stereo $299
  This issue was resolved by Mrs. ******** coming into our store on Tuesday the 17th. 
  
  ****** store manager was able to assist the customer and refund the diagnostics charge of $77 after tax. 
  
  
  Thanks, 
  
  ************************* |WAS Regional Sales Manager

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