ComplaintsforCar Toys Inc

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Default A CarToys customer has submitted a question or concern on CarToys.com The customer submitted these details.Name: ************************* Preferred Contact Method : Email Email: ************************* Phone Number: ************ Order or Invoice Number: 09122ausfld Store: Central-********* Comment: I bought ************* Alarm system for my car it cost $527.16. Half a grand. They did not supply me with the owns manual. They did not demonstrate the alarm system to me when they finished installing it. The system is suppose to be one of your better systems with tilt sensor and impact sensor. None of these systems seem to be working as I have had to try and test them out myself. I ****ed my car up with the system armed and the alarm did not go off. I hit the car with my hand and the alarm did not go off. The videos on line show that ************* Alarm with activate when these things happen along with vibrations from other sources which will trigger the alarm. I bought the alarm because my catalytic converter was stolen. The had to **** the car up to do this. The salesman assured me that the alarm system would detect these kind of events. Yet, when I tested it myself they do not. I feel I was ripped off. Can you make this issue right or do I have to return the system for a full refund? Thanks Please contact the customer accordingly.

  Business response

  10/07/2022

  To whom it may concern,

  We tried to call the customer a few times with no voicemail set up.  We also emailed on 9/20 to have the customer reach out to us.  We apologize that the customer didnt get a good demo and can make sure this gets done at anytime he can come to a store.  We will also go over the alarm features to make sure they are working properly. 
  
  Thanks,
  
  *************************| Regional Manager ******** | CARTOYS

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Car Toys and set an appointment for my subs to be installed . My appt was set for Monday 08/22 at 10 am . I then called the day before and asked to move my appt to later time and or day . I was advised by manager ******************* I could move my time to 1pm on 08/22 . I dropped of my car on 08/22 a noon . I confirmed with *** if my car would be completed that day . He advised me yes my car would be ready by close of business (6pm ) I get a call from *** at 4pm that day advising that my car need bass *** and it was $39.99 . i told him that was fine I then re confirmed with him again if my car would be ready by close of business he says yes . While I'm headed to store to pick up my car I get a call at 545 pm that my car would not be ready at this point I'm literally around the corner from the store so I told the associate I would be in shortly . When I arrived *** is in the store chatting with other employees and I asked him why did he say my car would be ready and it wasn't . He claims he did not say that . *** and I begin to go back and forth about him saying my car would be ready but he wanted to yell in the middle of the store and tell me at this point they can put my car back together and it wont get done , or leave it there and wait until the next day . I have spent entirely way to much money with Car Toys to deal with an associate like *** . I refuse to spend another dime at any car toys. *** should really be let go of his job and replaced with a different manger who knows how to respect their customers . I will never shop at car toys again and will get services about my audio from a different company . Car Toys has officially lost a loyal customer

  Business response

  09/07/2022

  The Regional Manager called and briefly spoke with ******************************* although he was on another call and asked that I call back in 30 minutes, I call him back after 30 minutes and left him a message. I know he called the store back and they relayed that info to me. I called again and left a message to call my cell phone.  Once we talk, I will see what I can do if he needs the install still completed.

  Respectfully,

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

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

  Customer response

  09/07/2022

   
  Complaint: 17796804
  
  I am rejecting this response because:

   

  Yes i did receive the call back after 30 mins . And responded back .  I did not receive a call back if I did it did not show on my phone.  I briefly check my voicemail so if number was left I have not checked . If he is calling from cell phone please send a text as it's a quicker response from me 

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

  Business response

  09/29/2022

  Hello,

   

  I have attempted to contact this customer over five different times in the past seven days.  Unfortunately, despite leaving voicemails after each attempt, I have not received any contact from this customer.

   

  Respectfully,

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

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

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited the ********** location a couple weeks ago to get a new radio and possibly new speakers. The sales tactics are absurd. Additionally the installer left my car very dirty and did not properly s**** my dash back together. There are catches to any sale item. There really isn't a true sale. I was trusting of the sales guy and installer but noticed later i was charged for a warranty they never even mentioned. Its also ridiculous you don't see listed pricing on wiring and parts needed. That is another way they scam you. I visited the shop 3 times since the installation because my radio sounded a lot worse than my stock radio. They blamed it on the settings and how jeep does their speakers. I considered buying new speakers due to what they were telling me. I am so glad i didn't. I happened to stop by another store. i was informed i didn't need new speakers but that the radio that Car Toys sold me has known problems now. They installed a new radio for me and it sounds amazing. I want a full refund for everything from Car Toys. I will return the radio.

  Business response

  09/07/2022

  The Cartoys Regional Manager spoke with *******************. He is just wanting to return the radio and get a refund. We agreed to do that for him. **** agreed to contact ****,  the Store Manager at ********** to schedule a time to remove the radio and refund the customer.

   

  Respectfully,

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

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

   

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/2021 I went to Car Toys in ******* **********, I worked with the manager ***** to build a stereo system for my vehicle once that was done he told me the price and the price is $12,000 dollars, I couldnt believe for a pretty basic stereo system it would cost $5000 thats to high, but $12000 I said I dont have that so he kept playing with the numbers down to $10K NO, then to $8200 again NO, finally down to $7K which I really thought was a lot but he assured me its what I needed but for Gods sake that price didnt even include a new HEAD UNIT (the actual stereo in the dash) I felt very pressured and ultimately agreed, now mind you I didnt have to pay the $7000 at the time just when I came in to have the job done but in good faith I paid that night. Later that day I was rear ended on my ****** and was in the hospital and frankly kind of forgot about it due to medical complications I reached out about a month ago or a little more than a month ago and spoke with the young lady that worked here she told me to not but not bother less I want an in-store credit now mind you I never took a product out of the store and they never worked on my vehicle I handed them $7000 they took it and now theyre barking and giving it back to me saying that the job is finalized and what not and telling me its gonna be a couple weeks before they can figure it out I need my money now it shouldnt take more than 24 hours to figure out that no service was performed because I was in the hospital. Im absolutely based on friends reports, that if they do give the money, what theyre going to do is nickel and dime me on restocking fees and stuff bad business! On August 23, 2022, I went in the store and asked for a refund and they refuse to give it to me, they stated that my job was closed out or finished and thats absolutely impossible! I dont understand how when I took no product out of the store and nobody worked on my truck that they can keep my money? Thank you, *****************************

  Business response

  09/07/2022

  To whom it may concern
  
  After doing some research on ***************** invoice and talking to previous managers that where involved on his original purchase we have come to a conclusion.
  
  The performed work was not done to ***************** vehicle and he will be getting a full return via check within 21 working business days.
  
  Store manager ****** gave ***************** a call to verify his current address and clarified to process of the refund.
  
  ***************** agreed and will be waiting for his refund via mail.

  Respectfully,

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

  Regional Manager - Washington

  Customer response

  09/07/2022

   
  Complaint: 17759798
  
  I am rejecting this response because: I informed them that this was of an urgent matter, and I was NEVER informed of any 21 day, ****** said and I quote I cant give you the refund, until I find out whats going on, once I know whats going on Corporate will cut you and check immediately. This is absolutely unacceptable, I have been trying to get my money back for months now. I have waited long enough, in fact I cant wait 21 days or Im going to lose my house, they gave me until today to pay my back taxes, I need that check today! I gave you them my money 6 months ago, in which time they have been collecting interest on my money, so they need to either print it today or have it ready and Ill pick it up tomorrow. This has gotten to be ridiculous thats my money I didnt make you wait 21 days to get paid now did I? I have to have a check today! I will again say Absolutely no one at any time said anything about 21 day wait, and if they say they did then they are lying and if necessary I will escalate this to the next level . Just write me a check and let me be on my way please!
  
  Sincerely,
  
  *****************************

  Business response

  09/15/2022

  To Whom it may concern
  
  I have contacted my Accounts Payable team to put a rush getting the check out sooner.
  
  The check will be going out today.
  
  Thanks,
  
  ************************* |WAS Regional Manager 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for serviced at Car Toys, during the installation by windshield was broken. I paid for all services and was assured I would receive, reimbursement for repair costs. I paid $1200.00 for a new Audi windshield installed and submitted the receipt. **** confirmed they were received and and submitted them for reimbursement.For several months I was assured my reimbursement was on the way only to have them deny my claim because I Paid cash for my windshield instead of with a credit card. Yes, I did pay with cash but I submitted the receipt for replacement and do not believe the form of legal tender I chose to use is relevant.I am requesting they issue the reimbursement as promised.

  Business response

  08/03/2022

  Hello,

  The customer agreed to obtain a quote, but instead had the glass replaced without our consent. The customer provided us a handwritten unverifiable receipt and paid two or three times the going rate for the glass.  The receipt for $1200 cash is not verifiable.   We will pay the market rate for the windshield and no more.   We got a quote from a reputable company Safelite and with all the top end options for glass it only came out to be $443.18 and a $50 trip fee.   This is significantly lower than the handwritten receipt given to us by the customer. 

   

  Respectfully,

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

  Regional Manager - ********

  Customer response

  08/08/2022

   
  Complaint: 17631299
  
  I am rejecting this response because: Factory Audi glad was broken, my replacement was factory Audi glass- windshield alone was $800 from Audi plus delivery and installation. It's been several months and this is the first I've heard that my receipt from a reputable business (Primos Auto Glass) was not acceptable. A simple call to them would have confirmed the work. In regards to how I pay for products, I feel it's completely irrelevant as Car Toys would gladly accept my cash and list the currency tendered as Cash also.

  I will be submitting a text conversation between **** and I that will be evidence of their promise to refund me with zero questions about how I paid or my receipt.

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

  Business response

  08/22/2022

  We are standing by our original response. We will require a receipt/invoice from the glass repair company with business information letterhead that can be verified. We cannot accept an unverifiable handwritten receipt that is 2.5 times larger than the estimate we took the liberty of acquiring. Car Toys did request a quote in advance from ********************** for a brief approval review. Regretfully ********************** never provided us with that quote. Our goal was to get ************************ windshield repaired in the most timely and efficient manor, and unfortunately ********************** bypassed our basic request for a quote needed and had the work done himself. Due to that happening we regret to inform you that we are unable to do anything further. Please know though that we are still open to receiving the verifiable receipt/invoice requested at this time for further consideration.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to upgrade my car stereo in April of 2020. The sales associate seemed friendly and knowledgeable and asked a lot of questions regarding what I was looking for in a car stereo. My stock system was performing well, but I was looking to add apple play capability in my Rav4 2013. When I picked up my vehicle, almost nothing was working correctly. I have steering wheel controls that wouldn't function - the volume nor the tuning. My stock system had flawless bluetooth calling capabilities that were basically ruined. They couldn't connect my existing microphone so they installed a poor quality one in a bad location, so I couldn't take calls in the car - no one could hear me. This, I felt, presented an urgent safety issue, as I do need to take calls on the road. We had a road trip planned right after this install, and sadly, we missed our old system. The worst part about the performance was that you couldn't even turn the volume up. As soon as it was turned up a bit, there was a horrifying crackle that wouldn't go away. That means that I chose not to listen to music in the car, which means I didn't get to enjoy my purchase. I took the car back and left it overnight three times! The issues still persist. Last week, I thought I had finally gotten through to them, they fixed most but not all of the issues! The installer lied to me during the dispatch process and told me not to touch my tuner because it doesn't work in this vehicle. That was bs and my husband realized that the rear speakers weren't ever connected! When I called about an hour later, the associate I am speaking of mysteriously had to go home sick! He seemed completely well when he was speaking with me earlier that day. Sure things happen, but I have had to stay on their tails and call the manager and store multiple times and a year later I am still unsatisfied!

  Business response

  06/28/2022

  The Beaverton store will be doing a free detail along with cutting a check for $150.  The ****** store fixed all of the issues with the install.  She just wanted extra compensation for lost time and is satisfied with the resolution.

  Respectfully,

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

  Regional Manager - ******, Eastern **********

   

   

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 16th, 2022 I took my car to Car Toys to have a new stereo and speaker system put in. I spoke with Dylan * store manager) and left my car to have the items installed. I have now been back to Car Toys over 6 times because each time my car was returned damaged, reinstalled incorrectly, and/or the devices I purchased through them did not work correctly. First visit: my VW jetta was returned with 4/8 of the speakers not working, the tint was scratched, back drivers side door didn't open from the inside, the drivers handle paneling was missing, & one of the speaker covers was cracked with a hole.Second visit: My jetta was again returned with a door not opening from the inside *front passengers door)Third visit: Now my car keeps going off saying "passenger door open", all if my lights turn on, and my car beeps. This happens constantly *every time I turn a corner, go over a bump, ect.) even though all of my doors are shut. My speaker cover, which i was told would be replaced just has cloth covering the hole. Also, my electric dash display started to turn on and and off randomly after this visit. I went to their Puyallup location to have my tint fixed. I have documentation of every time drove to their store to have them "look" at my car and of all our phone calls. They have done terrible work on my car and EACH time returned my car with damages or issues that it did not have before. I have pictures and videos of thing they broke and the problems they have caused on my car. Again, I have been there over 6 times and they have worked on my car three times and it has STILL been returned in worse condition than I gave it to them in. I am now dealing with this sensory and dash issue. I do not fell comfortable leaving my car in their hands and think they should cover the **** for me to go somewhere else and have problems they caused fixed. They offered me $100 dollar reimbursement when I spent $2,889.70 with them.

  Business response

  06/23/2022

  To whom it may concern
  
  On the original date of installation, May 16th, ****, the install manager, broke the grill for the front speakers. He let Mrs. **** know that he can try to find the replacement part and will cover the cost to take care of it. He tried to locate the part online and dealership but had no success, which when Mrs. **** came for the second time. He used a cloth grill cover for the time being until he could locate the part. During the second visit, the issue with the door not opening was resolved under our lifetime install warranty. Now Mrs. **** is stating that her dash lights are flickering, and all doors lock and unlock by themselves. During her visit to the store, ***** the store manager offered a $300 refund due to her inconvenience and having us look at her current issue. Mrs. **** declined to address her current problem. We offered to Mrs. **** to take her vehicle to a dealership or a certified mechanic and if the cause was from something we did, we would cover the costs of the repair. Mrs. **** refused the option and requested her full refund, which we cannot ****** Our lifetime warranty covers installation, meaning if its something we caused and proven, we will cover. At this time, Mrs. **** needs to take her car to a certified mechanic or have us look at her current issue to get it resolved, and if we are at fault, we will cover the cost of repair.

   

  Respectfully,

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

  Regional Manager - Washington Region

  Customer response

  06/28/2022

   
  Complaint: 17433414
  
  I am rejecting this response because: ***** never offered me a $300 refund. He offered $100. They did not offer to take my car to a certified technician nor informed me that Car Toys would cover the cost, instead they told me to pick a different Car Toys location and that they would have my car worked on there. I refused Car Toys to work on my car because each time they have there has been new issues after they finished.  When I originally picked up my car after the first appointment with Car Toys no one informed be about the damages made to my car, instead I had got go in the next day and inform ***** that his technicians damaged my car. Finally, the issue with my car now is not that it locks and unlocks on its own, my cars (when all the doors are shut) dash goes off and the display says passengers door open and it continuously beeps (as seen in the video I originally linked) I asked multiple times for their higher *** information and was not given anything other than Car Toys corporate number, which ***** told me it  just goes straight back to the Tacoma Car Toys. I never declined the offer to fix my car at a certified technician because the offer was never made. The only offer I given was a $100 refund and a different Car Toys location.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/30/2022 I paid ******** to have 2 amplifiers, 1 subwoofer, and a headunit installed They didn't put a Grommet in the firewall so my 4 ga wire was rubbing on bare metal. (Fire hazard) They left the fuse floating in the engine bay.(fire hazard) They wrapped the speaker wire for my sub around the seat belt. They stole power from my factory wire harness for a 200 watt amplifier which calls for 10 ga all the way from the battery so the amp went into protect. (Which makes the amp un usable) They didn't remove paint where they grounded my subwoofer amp and they used painted screws instead of stainless steal. They left all my rca slack bundled next to my power wire.(creates engine noise in the speakers) I bought the power pack (kta450) that was supposed to be mounted to the back of my Ilx ****************************** my dash. They left random tools INSIDE my engine bay.

  Business response

  06/15/2022

  The store manager attempted to call ****************** 3 times but each time got the message "The magic **** customer you are trying to reach is unable to take this call at this time."  The store manager has left him 3 voicemails (6/8/22, 06/09/22, 06/10/22). ***************** has never come into the store or provided any documentation or pictures as to what was "done wrong" on his install. It was a straight forward install of a radio, amp, and subs. Invoice 04222DVUQVJ was finalized on 04/30/2022 and the customer never returned to the store with any questions or concerns. 

  Respectfully,

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

  Regional Manager - ****** and East Washington

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installer damages the back panel, then order the part on 1/22/22 and does not have it yet,I want to bring my car to the dealership to replace it at their expense. (OEM) part. I called them several times, but they said he is on vacation.Now I am very depressed and want my car done at the dealership.Thanks.

  Business response

  05/25/2022

  We spoke with ******** and purchased the damaged panel. She is coming in this week for us to install it. She is satisfied. 

  Respectfully,

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

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

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/17; brought my 2014 ****** Corrolla to this shop to have rear speakers replaced. Paid in full $381.54. Once I returned to pick up my vehicle, I found the following. 1. Poor quality sound speakers (recommended from store agent)2. Loose screws and wiring (literally could push screws in with my hands)3. Drilled holes in panel of my vehicle (worker drilled holes through the metal without permission)4. Poor customer service when complained concerning these issues (nonchalant attitude when reported)3. Overall negative experience; this is my wife's vehicle.

  Business response

  05/23/2022

  I spoke with ********* in regards to his speakers and installation. We have reinstalled his factory speakers and gave him a full refund. He is satisfied with the solution. I also let him know when he is ready to possibly change them out again for him to call me and I will do what I can to help him out.

  Respectfully,

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

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

*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. ↩