ComplaintsforCar Toys Inc

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in to Car Toys AT ************************************* in ****************. i purchased an amp and speakers to install in my ************************************************************** 2 later I pulled down my armrest in the back seat and found they had drilled holes in my back seat and through the armrest. I immediately went to the Car Toys Location and showed them what had happened . first they tried to say that it was Previous Damage from another install. I quickly told them that the screws are still in there from install .. I was advised that they filled out a sheet with prior damage and they went to get it and He was mistaken showed no damage when went into shop/ at that point they admitted guilt and proceeded to get pictures and claim filed and was advised they would contact me in two weeks. i waited 3 weeks and went into store. AT that time they wanted estimates for the damage (understandable,, So I went into **** ************* Here in **************** and got an estimate for the Parts and Labor. I retuned it to the store and they advised me it would take about another 2 weeks I WAITED 5 WEEKS. and called and when in they were quickly trying to change the story AGAIN that it was PRIOR DAMAGE. REDICULOUS STORY BECAUSE THE SCREWS ARE STILL WHERE THE INSTALL THE DID. AND now considering legal action for the labor.. I WOULD LIKE FOR THEM NOW TO PAY FOR THE REPAIRS to MY CAR

  Business response

  04/08/2022

  The Car Toys Installation Manager is currently working with the customer to resolve all issues with the damage claim.  We were waiting for specific information and documentation needed to proceed with the claim.  Currently we have settled on an agreement with the customer.  This is being processed by our corporate offices to settle the matter.  We appreciate the customers patience while we gathered the necessary information.
  
  Thank you, 

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

  Regional Manager - ********

  Customer response

  04/08/2022

   
  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

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1542.00 for a car alarm .cartoys had my vehicle for 3 days and couldn't make it work properly. When I picked up vehicle I noticed that my windshield wipers didn't work and my dome light.i let them know right away and was told they didn't have *** to fix them.then driving down the road the hood popped open on me. I contacted cartoys and brought it to a different location since I didn't trust the original installer.it took a month to get appointment and they had my vehicle for two days problem not fixed and now my brake lights don't work they broke plastic panels and tried to hide it with *************.i asked for them to take alarm out wich they did on March 16 2022 and have yet to receive my money back.i noticed that when they installed the alarm that the connection were just stripped wire then wrapped around other wire and taped.thats why I have electrical issues. I contacted alarm manufacture and was told all connections must be soldered ant the install was not done properly asked for names of installers . All I want is my money back

  Business response

  04/06/2022

  To whom it may concern,
  
  On March 24th ******** Car Toys had removed Mr.Wheelers alarm system due to not performing to the customers standards. The removal was completed, and the store Manager has requested a check refund from our corporate office. I had explained to ****************** that the check refund can take up to ***** business days to arrive at his address. At this point,everything has been resolved and ***************** is just waiting for a check to arrive for full refund of what he originally paid.
  
  Thanks,
  
  *************************,
  Washington Regional Manager

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 20th I purchased a car stereo for my wifes 2012 Highlander. I paid in full at the time of the sale at the time of sale I requested a car stereo that would replace my wifes existing car system and expected and was told that all the features of my car would be working the same as when I brought it in. We schedule the appointment for the following Sunday. We got several phone calls later in the day stayed in the car was gonna be ready shortly and then soon there after saying the car wasnt gonna be ready they needed more time to keep it overnight. When we went down there at closing on Sunday evening the car stereo had not been installed yet and the mechanic at the time was having issues The amplifier. We decided to put this off till the following day until the salesman could call me back and tell me what was going on with the amplifier we agreed to not do any of the installation until we discuss the situation of the amplifier the following day I called at 9 AM I called at 10 AM I called at 11 AM and nobody called me back until about 1 oclock when they said the car was ready to be picked up and it was finished. I was also informed at the time of the call that they werent able to hook up my wifes hazard lights so they would have to order a part for that . From this point on it became a catastrophe of me going back-and-forth with the sales person and the manager because they install the stereo that we asked them not to install I even called the night before which was Sunday evening and left a message on the main line twice to make sure that it went through stating not to install anything until we talk the following morning. After several calls throughout the morning I finally got a hold of him about one or 2 oclock and they stated the car was ready. Now we have no hazards we have a hold in our dashboard theyre trying to charge us $300 to hook up our hazard lights and now I talk to the manager on the phone and hes hung up corporate wont call back either!!

  Business response

  03/02/2022

  To Who It May **************** have contacted *************** on 2/23 around 4pm and left a voicemail to resolve the issue. I have not got a call back yet from *************** so we can come up with a solution. Install Manager from ******** is stating that there is miscommunication with *************** at the time when they were talking about ordering the hazard switch panel. Store is stating that they communicated with *************** that he would have to order this part and bring it in and we will put it in, *************** is stating that the store was suppose to order it for him. The part is on national backorder, I am agreeing on just ordering the part for *************** and having us finish his install. We are hoping that he will answer to move on forward and get his issue resolved.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager 

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sunday- February 20th 10am-8:45pm. THEY CLOSE AT 7pm on Sundays. We came in Saturday for a quote regarding a new sound system and speakers. We were told the car would be done with sound/speakers in 3-4hours. Following this discussion I asked how much a full car detail would be and gave extremely well listed details about all the dust and what we wanted as a result. We not only got the car back completely filthy but It was almost 2 hrs past closing with no communication at all. We would of never got a call had we not walked in. We were quoted $440.00 for a full detail including taking out the seats. This never happened. As a 5x jeep owner I knew exactly what would be missed while cleaning and it was right to my expectation. Absolutely terrible. I would also like to mention that my vehicle was drove off site without permission and when we asked for it back we were told 10 minutes but not given a location. We were never told the vehicle would be driven. I simply asked for a refund of the work not completed and was told to just bring it back another day. I dont have time to bring it back and as a person who just spent over $2,000 on stuff thats half assd I deserve my hard earned money back. I was told that wasnt an option. It should have been completed same day as expected. At that point we just wanted to leave and never deal with anything at the Bellevue store ever again. Absolute crooks. Our sound system doesnt work correctly either on apple car play because of the model. Its not worth asking for assistance anymore from the store so now I am here. What a night. HELP.

  Business response

  02/25/2022

  To Whom It May ******************** has resolved the issue, customer is getting $200 refunded.
  
  
  Thanks,
  
  *************************

  WAS Regional Sales Manager 

  Customer response

  02/25/2022

   
  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

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent over &***** to get a new screen radio and new speakers only to be used and abused. No one can hear me, gps doesnt work, wires hanging out of my car. I have dropped my car at multiple locations only to have to deal with the same issues that started two years ago. I spoke with someone from corporate and never received a call back. I am asking for a full refund due to misleading services tht I paid for and didnt receive and the stress its caused me. In fact I was inform I would leave my car at the ****** car toys in ***** location as well as ******** and it was never recorded in the system. My cars system never was functioning and still does not work, no one can hear me and it sounds crazy when driving. I got conned for 2,500$.

  Business response

  02/25/2022

  The Regional Manager with the Store Manager present spoke with ******* on Tuesday, February 22nd. She let us know the issues she was having which sounds like a firmware issue. I let her know we would swap the unit out to a new unit including all radio and microphone harnesses or exchange it for a different brand comparable to what she has now.  I also told her we would go to her to pick up her car and take it back once completed.She asked what our hours were and when we can do it. I told her we would do it as soon as she likes at her convenience. She said she would talk with her husband and get back with us. I asked her to reach out to *******************, the ******** Store Manager to schedule the appointment.

   

  Respectfully,

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

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

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service: Interior and Exterior Detailing Drop off Date and Date of Transaction: January 24, 2022 Date of Pick up: January 25, 2022 Cost: $388.09 Invoice Number:I paid up front for interior and exterior detailing. When I came in to pick up my car it was still visibly dirty. I went in and told the person behind the counter and they got the detailer who followed me out to my car and was extremely defensive. He claimed that he pressure washed the car for two hours and whatever dust on it now must just be from the shop. It is clear though that he pressure washed my windshield because it is now covered in pockmarks and I will need to get it replaced. My center console was not touched at all and many other spots were not cleaned. I have included photos. The manager on duty **** gave me $75 dollars out of the till but said that he was unable to refund the whole purchase to my card. He also refused to come look at my car with me on the grounds that he is not a detailer. **** said that the person that received my car should have looked at it with me and would have been able to lay out expectations. That was not done but Is also not a failing of mine, it is the shops problem. They had my phone number and could have called me at any time. I paid for a service that was not rendered.

  Business response

  01/31/2022

  To Whom it may concern
  
  I have contacted ***************** on January 28th and we both agreed on the following.
  
  I had agreed to give her a full refund for her detail service, unfortunately ***************** stated that she has already filed a charge back with her bank for the amount to be refunded.
  
  I have contacted our ****************** to ask about our next step, at this point we cant refund anything due to the chargeback that was filed by *****************.
  
  Both parties will wait to see if her amount gets refunded by her bank, if not we will proceed with the refund to make sure we get our funds first.
  
  Will also submit damage claim to investigate on ***************** windshield before we repair anything and see if its something that we caused.
  
  
  Thanks,
  
  *************************

  Regional Manager - Washington

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (As of this writing, I do not remember what some of the charge amounts were) On 10-02-21 I went to the store and was quoted a price for the purchase of a stereo/GPS unit. The store told me that I would need to replace the dash molding for the unit to fit. They quoted me a price for the molding at about $400. I told the store manager that I would call him back to confirm the purchase. On the evening on 10-02-21 I called the store to confirm the purchase. The manager told me to come to the store on 10-03-21 to purchase. On 10-03-21 I arrived and was told that the unit was now more expensive because the "sale" ended on 10-02-21. Even though no one ever told me about a sale. I told the manager that I was upset about the "sale" ending and that $400 was far too expensive for the trim molding. **** had the same thing for about $100. The manager told me that I could bring the unit back in when I got the **** part. However, he then refused to sell me the radio unless I prepaid for installation. I ended up paying $1700 for the unit and the prepaid install. I had a different company install the unit for a cost of $120. Which was cheaper than I had to prepay with Car Toys.

  Business response

  02/02/2022

  Hello,

  This has been resolved.  **************** came into the store on January 24th and received the requested refund for $239.80

   

  Respectfully,

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

   

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Oct 1, 2021 I have tried to get power tailgate lifter fixed on 2018 ***** Equinox. Car was sent to Car Toys for tailgate installation by ********************** in ***** ***** Oct, 2018.. After 2 weeks of delays, I reported problems to Better Business Bureau. Two calls from Car Toys assured me that Tailgate was indeed under warranty, and that issue would be resolved soon. It has been 2 more weeks of excuses and delays. Part cannot be located is latest excuse. My husband is disabled, and power Lift tailgate is very much needed. We do not feel we have been helped.

  Business response

  11/09/2021

  To whom it may concern,

  Unfortunately the lift-gate for the vehicle is discontinued.We were trying to locate replacement parts to fix the unit or a different vendor to purchase a new system. At this time no solution has been found. The full purchase price of the system and the labor performed to install it is being refunded. The refund will come from our corporate office in the form of a check.

  Respectfully,

  ***********************
  HTX ******************************************* ****
  

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cant remember the exact date of purchase but it was for a total of like ***** dollars. I had to keep bringing my vehicle in and nothing really got done. They had to launch a internal investigation because I was told someone else was working on my car and someone elses at the same time whos name was not on the install paper work for my car. Several upholstery clips were broken things pulled out lift hanging including carpet. A lot of interior damage suffered from this trip including sun roof hinge breaking with their install managers finger on the trigger with me going dont dont dont when from the first couple trips there they should have the note saying it doesnt work. Ive called corporate several times saying I dont want to deal with the store as they are trying to fix it off the books asking me to buy the stuff and theyll pay me back out of their pocket. Every call to corporate I get a call from the store and even a text message off the managers personal phone.

  Business response

  10/22/2021

  To Who it may concern
  
  I have reached out to Brayden but regretfully we have had no luck contacting ****************.I left a voice mail message requesting **************** to give me a call back so we can discuss his concerns and look over his concerns with his install.
  
  At this point I am awaiting a call back from **************** so we can schedule a day for him to bring his car in and look over any issues he is having and put a plan in place.
  
  
  Thanks,
  
  ************************* |WAS Regional Sales Manager | CARTOYS 

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Power Lift tailgate does not work. 2018 Chevy Equinox was sent by Telger Chevrolet, Sealy TX for tailgate installation at end of Sept, 2018.. It IS under warranty. Repeated attempts to get tailgate fixed not successful. Since Oct. 1, only lies and excuses and various stories about delays.from *** **** ** **** *** * ** ******* **** ****** We are seniors, my husband is disabled, and will have surgery Oct.13. We need the tailgate fixed ASAP. No help at all from Car Toys.

  Business response

  10/18/2021

  The customer did come in for us to assess the problem. It was determined that the product was not fixable. It did take some time to determine the warranty status. It’s purchase date did make the product fall just outside the warranty period. However, the installation date was weeks later. We were able to use the installation date to get it covered under warranty for the customer and it has been ordered. As soon as the part arrives we will install the replacement unit at no cost.
  
  Respectfully,

  ***** ******

  Regional Manager, Houston area

  Customer response

  10/18/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩