ComplaintsforHeartland Toyota

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BROUGHT IN MY 2022 TOYOTA TUNDRA FOR FIRE HAZARD RECALL (23TB09) ON MARCH 9,2024. UPON COMPLETION OF WORK, I INSPECTED IT AND FIND OUT THAT THE REPAIR WAS NOT DONE CORRECTLY WITH ACCORDANCE TO RCRIT-23V566-4072 TUNDRA MANUAL;(1) FUEL LINE NOT PROPERLY ATTACHED; (2) ELECTRICAL HARNESS IS PINCHED AND MISSING ATTACHMENT; (3) CORRUGATED TUBE MISSING EPT FOAM TAPE; (4) FUEL TUBE SHOWS SIGN OF BENDING TO WHERE THE *** TIE WAS ON; (5) MISSING FUEL SURGE TANK TOP COVER; (6) WIRING NOT PROPERLY INSULATED AND (7) MISSING MUD GUARD PIECE ON REAR WHEEL WELL. VERIFIED BY 3RD PARTY TOYOTA TECHNICIAN AND ACKNOWLEDGEMENT FROM HEARTLAND TOYOTA SERVICE REP ***************************** THAT THE SAFETY RECALL WAS DONE IMPROPERLY AND UNSAFE. **************** OFFERED TO PICK MY TRUCK TO CORRECT THESE HAZARDOUS MISTAKES BUT I REFUSED TO SINCE THIS IS NOT THE FIRST TIME IT HAPPENED WHERE THE QUALITY OF WORK OR CLAIMING FALSELY THE *** WAS DONE. INSTEAD, I ASKED HIM TO SUPPLY THE ***** THAT WAS TAKEN AND I WILL JUST FILE A REPORT TO TOYOTA TO REASSIGN MY VEHICLE REPAIR SOMEWHERE ELSE. UPON FILING MY REPORT, TOYOTA REASSIGNED ME BACK TO HEARTLAND CUSTOMER LIAISON TO WHICH NEVER GOT BACK NOR I WANT THEM TO TOUCH MY TRUCK EVER AGAIN. I AM NOW STUCK WITH $60K+ TRUCK THAT I CANNOT DRIVE DUE TO THE DANGEROUS CIRCUMSTANCES AND TOYOTA REFUSING TO FIX MY VEHICLE DUE TO ONE OF THEIR DEALERSHIP'S MAINTENANCE MALPRACTICE. REQUESTING SOLUTION TO MY PERSONAL EXPERIENCE ALSO, PLEASE RECALL ALL 3RD GENERATION TUNDRA THAT HAS GONE THROUGH WITH THE RECALL WITH THESE SHADY SHOP, TO BE REINSPECTED DUE TO DANGEROUS FIRE HAZARD, A VERY SERIOUS CONDITION THAT NEEDS ACTION.I HAVE PROOFED EVIDENCE VIA PHOTOS, MESSAGES AND EMAIL OF THIS CLAIM AVAILABLE UPON REQUEST.

  Customer response

  03/15/2024

  Photo added

  

  Business response

  03/22/2024

  Thank you for your correspondence and opportunity to correct this complaint. We have been speaking with ************ over the last week. We verbally offered to replace the cover and invited ************ down to the dealership to properly install the cover and have a master tech correct any issues with the recall and reinspect. ************ said he would think about it and reach back out. We received the replacement cover but had not heard back from ************. We called ************ this morning and asked when he would like to install the cover and reinspect/correct as needed. *********** stated he does not feel comfortable with us doing the work and stated he thinks we might purposefully sabotage his truck if he brings it back. I offered to give him the replacement part we have here at the store and pay to tow his Tundra to a different Toyota store to have the cover installed and inspected.He asked for the offer in black and white written form. I sent him the following email below. I am hopeful this will remedy and close the complaint.Thank you again for your attention in this matter.  
  Sincerely,
  ***********************
  Heartland Toyota
  General Manager
  
  ***********, Thank you for your time on the phone today. As discussed, we have a replacement part here at the store to remedy the issues you described that will be performed at no cost to you. I understand your position that you do not want to have Heartland Toyota correct the issues described and you do not feel comfortable driving the Tundra as well. As a remedy I am willing to give you the replacement part we have at the store for you, tow your tundra from its current location to a different Toyota store in the area and have them correct the described issue. This remedy will be paid for by Heartland Toyota at zero cost to you. Thank you for your time and I wish you a speedy recovery from your spinal surgery.
  
  

  Customer response

  03/25/2024

  Sent yoy an email of the proper terms of what can satisfy my inconvennience:

  ****,
      Good morning. For the record, I knew that you are a very reasonable and fair guy but sadly our encounters are always not in a good way. So you know, back then when I first I walked into to your dealership, my pure intention was to buy a truck as my retirement gift from the service and a car for my son heading to college. I expressed to your salesman that to spare me from drama since I have cash for the Corolla and approved check for the truck, in and out deal, but unfortunately that did not happen for reasons we both already know. You see past mistakes on maintenance, I was not really planning to amplify my complaints knowing that the next convenient shop is an hour away from me, but since your people drained my patience by putting myself and my family in danger, I have to speak up. It is really concerning to know that there is always a hang-*** every time my vehicle rolls into your shop for recalls and/or warranty issues. Really makes me believe now that Ive been retaliated upon. Some of these recalls are written in blood the maintenance malpractice needs to stop somewhere/somehow. So, heres my acceptance to your offer with conditions: 
  
  Already communicating with Toyota in **** to squeeze me to their schedule; (1) make arrangement to an independent tow company to bring it there and back. Pays for their labor and towing cost; (2)Pay for that missing part since after a week with no response to my follow up email to you and ******, I decided to buy my own replacement part; (3) Provide a temp loan truck ASAP deliver to my house from now until my truck gets back; (4) Send out notices to reinspect all the Tundras that went in for that same recall for reinspection into your Heartlands FB site and all other Tundra forum explaining that corrective action was due to a neglect in your service department, this will save myself from posting it up.   
  
  Regardless, if you take my offer or not, my truck will get fix one away or the other. Really, its been nothing but heartache and headache from the beginning with all my dealings from your dealership. You have the moral obligations to do the right thingLMK.
  
  ***       

  

  Business response

  04/03/2024

  Our General Manager *********************** spoke to ************ on April 2nd to verify the issues have been resolved and this complaint is able to be closed. ************ indicated that he is satisfied at this point and no further action is needed other than the reimbursement check being issued to him for an additional part and fuel he paid for. The reimbursement is being processed and mailed to *********** at his request. Thank you to the BBB and ************ for bringing this issue forward and giving us an opportunity to resolve the problem.

  Warmest Regards

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business told me that the extended warranty would cover repairs at any ASE certified shop. The warranty company is not accepted at any ASE shop I went to. I want a refund and to cancel my extended warranty and gap coverage that was falsely advertised. They said I could cancel anytime. However they refuse to answer my phone calls and emails. I have emailed them 5 times called 12 times, used their online chat service and text service multiple times and they refuse to call me back or answer. The warranty name is Protective and the Gap coverage is APPI. They keep telling me to drive in and talk to them about trading my vehicle in. I don't want to trade, I want to cancel warranty and gap. They refuse refuse and refuse. Please help. Thank you

  

  Business response

  02/05/2024

  Thank you for bringing this issue forward. Before Heartland Toyota received this complaint from the BBB we had a resolution for ****************. Mr. ******* is providing us with odometer information that is required for us to cancel his service contract and issue an expedited and pro-rated refund. This mater is resolved and it simply pending processing so the refund may be issued. Thank you again for bringing this matter to our attention and allowing us to come up with an adequate solution for ****************.
  Warmest Regards,

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

  General Manager

  Customer response

  02/12/2024

  Still waiting for the dealership to complete the resolution.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue I have encountered is that I purchased a CPO (Certified Pre-Owned) 2016 Toyota Avalon from Heartland Toyota in January 2022, with the *** number *****************. At the time of purchase, the car's Carfax report indicated no accidents or damage, which was a significant factor in my decision to pay a premium for this vehicle. However, in September of this year, I discovered that there was a minor rear-end damage recorded on June 26, 2017, which has had a significant impact on the resale value of my used car. I should not be held responsible for consequences that were not my fault. After referencing market prices, I have requested that Heartland Toyota compensate me with 10% of the purchase price (excluding taxes), which amounts to $2,475, to account for the depreciation in my vehicle's resale value.However, from last Thursday, October 19th, until now, I have been waiting for 11 business days, but I have not received any response from the staff at Heartland Toyota regarding the issues with my vehicle. I believe that timely responses and updates on the progress of handling the matter are crucial for customer service. This has greatly shaken my confidence in the Toyota brand.

  

  Business response

  11/07/2023

  We provide a complimentary CARFAX to our customers with every used vehicle purchased. We are not required to provide this report, but we believe in being as transparent as possible. It appears that there was additional information reported to CARFAX from 2017. The additional information states there was minor damage reported to the rear bumper. Minor damage is defined by CARFAX as cosmetic damage like a dent or scratch. There was no cosmetic damage to the rear bumper when we sold the vehicle in January of 2022 and the information was not reported to CARFAX at that time. CARFAX provides a CARFAX Guarantee. We encourage ************ to reach out to CARFAX to determine if there are any benefits to that guarantee he may be ***********. Thank you for bringing this to our attention and allowing us to provide a response to this complaint. I have also attached a complimentary copy of the CARFAX from the date of purchase as well as an updated CARFAX dated 11/06/2023. Thank you for your time.
  Warmest Regards
  
  ***********************
  Heartland Toyota
  General Manager
   

  Customer response

  11/07/2023

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle last month and was told the windshield needs to be replaced and would be included with the sale of the vehicle. I made a appointment for windshield replacement and when I arrived I was told I would need to leave the vehicle overnight. I was not able to do that so They arranged a loner for me and I rescheduled for June 2nd. I stated the windshield must be replaced with OEM glass and was assured that is what was ordered. When I picked up the vehicle I noticed it was cheap aftermarket glass and immediately went back in. I was passed off from one person to another with nobody offering me a good solution. I was referred to the sales manager, who said he would get me taken care of. that was a month ago. He has not called me or attempted to reach out to me. I have attempted to reach him multiple times and left messages with different people. He hasnt called me back. They should make this right otherwise I have to pay out-of-pocket and have it replaced myself. My wife drives around in this vehicle with my kids and nothing on it should be subpar.

  

  Business response

  06/30/2023

  Our General Manager has spoken to ************ and this matter is resolved. We apologized for the lack of good communication and have already ordered a new OEM windshield that is en route. We have a tentative appointment for install on July 19th. ************ is satisfied with the outcome and we look forward to maintaining a great business relationship into the future. Thank you ************ for making us aware of this issue and allowing us to resolve is amicably. 

  Warmest Regards. 

  Customer response

  07/03/2023

   
  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

  05/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  03/23/23. Purchase 2023 Tundra with a full warranties.The first complaint is the finance run my credit Peninsula CU. I was turn down for the loan. I receive a call that the *** down the loan and I would have to pay an extra 25 dollars a month on the loan. The loan is for 7 years and 25 dollars a month. Okay, took that in pants. 04/04/23 I was schedule service for adding sealant to protection from stone chipped etc... Schedule for **** am the dealership will need the truck overnight. understood.... I will need a rent car to go home. I went to rental company to get a rental car. make a long story short I had my dog with me. The rental would charge me ****** for cleaning fee for car. So being 30 minutes away I had to my used my time on what to do! Either drive back ******* to dog leave at the hotel then back to *********.dealership. They offer a tank a gas for my troubles. This not right. Toyota did sent me an email about the rental car and what I need to have to reserve a car. never mentioning about the dog cleaning fee! I had to talk to 5 different people to come up with a solution. I REPEAT THIS IS NOT MY PROBLEM!! EXCUSES,EXCUSES. Consumer BEWARE!!!!

  

  Business response

  05/08/2023

  The customer is rescheduling installation and we are going to cover the cleaning fee if he is unable to leave his dog at home. Looking at his history, he has rented a vehicle from ** on 4 different occasions, but most likely did not have his dog with him. This has been resolved and the customer is satisfied.

  

  Business response

  05/08/2023

  The customer is rescheduling installation and we are going to cover the cleaning fee if he is unable to leave his dog at home. Looking at his history, he has rented a vehicle from ** on 4 different occasions, but most likely did not have his dog with him. This has been resolved and the customer is satisfied.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have bought many cars with the ********* dealerships and are prior military. I got an extended warranty 9/2015 and it expired 9/2022. I have never used my warranties on any vehicles. First, it took me reaching out to another worker in order to get ahold of anyone in finance. I do not live in the area anymore so I cannot just drop in.I cancelled my warranty 9/26/22 (everything was set to come back to me) and then I was informed that I used my warranty twice. IMPOSSIBLE! I sent in the paperwork of proof that I didnt use my warranty to the finance department ****************************************************** Before they have been somewhat responsive but now they are completely ignoring me. I filed a complaint with Toyota and was told someone would contact me last weekno call. I called again Saturday and was told someone would call Mondayno call. Not only is this very poor customer service but shows they lack the care or respect for their customers.This same issue happened with my husbands truck and saying we used our warranty when we paid. Is this a way to not give people their warranty money back? Do not get any extended warranty with Toyota and make sure you keep all receipts. If they recommend using your warranty, make sure they remove it when you pay for repairs with your own money.I want someone from Management or customer relations to contact me as I am beyond upset about this. I want my refund back.

  

  Business response

  10/17/2022

  We refunded the amount of the service contract.

*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. ↩