ComplaintsforBurien Toyota Scion

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I Bought A New Vehicle on 02/16/2024 When I Negotiated Total Price was $47,398 and Came down to ****** Final Price Later at Signing The Paperwork They Added $895 to the Total amount Without Verbally Telling Me that the Grand total is Different from what we Agreed on Just Had Me Sign the paper without Going to Details Off it. I went Back talked the Finance person He Says Its Your Fault you Should Have Said Something But I Was Note Aware of Price Increase. Please Help I am Very Upset

  

  Business response

  04/01/2024

  We apologize for the delay in responding.  Burien Toyota is a neighborhood dealer and a large part of the community. We truly want all our customers to understand the details of their purchase and enjoy their buying experience with us. Buying a new or used vehicle can be very complicated. In addition to the vehicle, it can and does contain several purchase items to protect and care for their new car.  We are reaching out to ************** to explain the details of any and all of the products he purchased from Burien Toyota. After giving ************** the thorough explanation he deserves, we will give him the opportunity to either continue to own the item(s) or provide him a refund for those products in the proper manner.  We will make certain ************** is completely satisfied. 

  Sincerely, 

   

  **************************;

  General Manager

  Burien Toyota

  Customer response

  04/03/2024

   
  Complaint: 21449571
  
  I am rejecting this response because:
  I Was Miss leaded and Miss Treated  and When I went and Talked To The Finance Person He made Fun of Me For Not Reading the Documents before Singing While He Acknowledged Yes they Did Not Explained the added Amount$895 to Final Coast they Failed to be transparent and Perorational I am Very Disappointed and let Down.
  Sincerely,
  
  *************************

  

  Business response

  04/26/2024

  We are sorry to hear about this situation.  Burien Toyota always wants our customers to enjoy a wonderful buying experience. We do not condone poor treatment our customers in any way. This matter will be investigated internally and remedied.  Please accept our sincere apology. 

   

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

  General Manager

  Burien Toyota

  Customer response

  05/03/2024

   
  I ************************* Want My $895 Refund Because Burien Toyota Did Not Disclosed That theyre Adding amount to the Agreed Prize ********* Did not Explain to Me this is SeparateHad me  Sign the Paper But Failed to Explain  

  

  Business response

  05/13/2024

   

  It's important to address any miscommunications during sales transactions promptly. Refunding the money for the **** alarm system is a positive step towards resolving the issue. Additionally, improving staff training to prevent future misunderstandings is crucial for enhancing customer satisfaction and trust. ********************************************* has been corrected and train the finance person. Attached the copy of proof of refund check to ****************** lender TFS. 

  We appreciate your business and apologize for your experience.

  Sincerely,

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

  General Manager

  Burien Toyota

   

  Customer response

  05/19/2024

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

• Initial Complaint

  07/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the Website of the business I used the express checkout for a car that was listed as available. The Website promised to streamline the purchase experience. The express checkout required that I submit all my personal information including Social Security and Drivers License Numbers.After completing the express checkout process I received a deal sheet that contained a disclaimer "subject to vehicle availability". Subsequently I contacted the sales personnel and was told the car had been pre-sold and had never been available. I requested to remove my personal information from the system which the dealership denied with reference to the computer systems. This sales practice is very deceiving and it should not matter if this has been communicated in person or website operated by the dealership. The dealership should stop the practice of offering cars that are not for sale to lure customers to provide their personal information and refusing to delete this information.There is no remedy if the dealer resells this information or information leaks from the dealership.

  

  Business response

  08/31/2023

  We put all of our new vehicles that have been delivered to the lot and those that will be here soon. We do it so our customers can have vehicles and option configurations to look at while shopping for a vehicle.  As those vehicles are sold and processed, they are removed. Our customers may place a reservation for a vehicle in advance of its delivery to have first opportunity to purchase it.  Then when the vehicle is delivered they may or may not consummate the sale.  If they do not buy it, it will be offered to the next reservation in line.  All of our new and used vehicles are on our site to look at without entering our Express Store .  We apologize that *************************** was led to believe that vehicle, was available to him and also that our salesperson told him we would not delete his information.  We do understand and respect our customers information, and so, I personally deleted it from our system as was asked of us.  We have also decided to add a label to our vehicles on line that says subject to prior sale.

   

  Sincerely,

   

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

  General Manager

  Burien Toyota Scion

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 20, 2022 I had an appointment at Burien Toyota in the state of Washington for a breaks noise/issue that was concerning me. The report issued by the mechanic at this location stated I needed a break job for the car which would cost me around $800 before taxes. They specifically stated the break pads were aftermarket which was completely false. I had a second opinion from another Toyota dealership in a nearby city, and they confirmed that was not true, and that the break pads were original Toyota parts. However, Burien Toyota continued backing up theyre false report and made me wait 6 hrs because they needed to confirm the second diagnostic which exposed their false report. After they had no option but to admit the pads were original Toyota parts, now they had changed the report and claimed the pads were fine, and I no longer needed a break job. However not only they didnt issue an apology but they still havent reimbursed me for the $460 dollars they charged me to check the breaks and an additional noise that ended up being nothing. To this day Thursday 28, 2022 I havent heard from Burien Toyota after I was promised to receive a call from the manager. I have filed complaints with Toyota of North America twice, but not even they have been able to get any response from Burien Toyota. Im a ***** person, and I am still processing this level of denigrating behavior and treatment. Had it been a white wealthy individual and Im sure the story would have been different. Im disgusted at their intentional silent treatment and complete lack of empathy and proactive professionalism. Therefore I am now being forced and obligated to exhaust every option at my disposal to try to get this business to respond to their promise to reimburse the payment I made if they could confirm the pads were original. If additional information needed, I can provide that.

  

  Business response

  07/29/2022

  I would first like to apologize for the delay in sending ****************** refund and confirm that we had every intention to send it to him. Until recently Toyota brake pads have had a recognizable construction as well as color.  ****************** brake pads did not look as our mechanic expected them to and so he assumed and made a mistake when he said they weren't factory OEM.  Our service manager did speak to ************** and informed him of the mistake and offered to refund his money. If our mechanics, make a human mistake, we take care of it. However,the service manager in charge of this, had a near death family emergency which took him away from work and caused the delay in the refund. That did not change our intention to make the refund and after receiving this, I now know about it.I will personally generate the refund today and have it mailed to ****************** address showing in this complaint.  Burien Toyota is an completely inclusive and very diverse company. We are proud that our Burien Toyota Family includes people from all around the world and speak over ten different languages. We welcome everyone equally. Mistakes are rare at Burien Toyota; we work diligently to provide excellent service to everyone, every day.  We would welcome a second chance to prove ourselves, and would welcome ************** back any time. 
  
  All the best,

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

  General Manager 
  Burien Toyota

  Customer response

  08/02/2022

   
  Complaint: 17640518
  
  I am rejecting this response because: After having to consult with a second dealership about the assumed claim that the brake pads were aftermarket, costing me extra time off of work, traveling to a different location to get a second evaluation and the overall negative experience, (which has led us to sell the car in question) we think the least Burien Toyota could have done to offer some relief, was to reimburse the full amount paid to the dealership that day which amounts to $460 dollars. The least they could have done. However we only got $230 dollars back as a reimbursement, or better said half a reimbursement. And its only after a BBB complaint was submitted that we could get a response. Not even when Toyota of North America reached out to them twice to get feedback. So if you truly are sorry about all the troubles your business caused us, please reimburse the full $460 amount as a goodwill gesture. 
  
  Sincerely,
  
  *******************

  

  Business response

  08/10/2022

  According to our records and my discussions with our Service Manager, you came in to the Burien Toyota ****************** with two concerns. One was the brakes and the other a concern about a rattle.  We found the rattle to be from an engine heat shield that had been dented and partially torn from its mounts. We worked it back into usable shape and re-installed it. A couple of days after your appointment when you spoke to our service manager, he said he would investigate the brakes further and you both agreed to have the brakes re-inspected at no charge. Following the re-inspection he apologized for our error and you both agreed we would refund for the brakes and only charge for the work our technicians performed on the heat shield. We sincerely apologized for our human error which our technician feels badly about. We did as we both agreed and compensated for our mistake regarding the brakes and refunded $230. Since you now also want the $230 for the work he completed properly we will now return it to you. We truly wish you the best. 

  Customer response

  08/15/2022

   
  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,
  
  *******************

  Customer response

  08/22/2022

  Hello, Im notifying BBB about a failure to follow through with an agreed resolution for complaint ID ********. Its been a week since the business offered to reimburse the other half pending. As stated by the business, the reimbursement was going to be made now being that time the 10th of August, 2022. 
  
  Thank you in advance for your assistance
  *******************
  

  
  

  

  Business response

  08/24/2022

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

  To best answer your question, please let me be more specific regarding the actual timing of the final refund. We made the decision to do the customer satisfaction refund at the time of our response. The check will be made with our monthly check run at the end of the month and then mailed to you. We will ask to have it done faster but cannot guarantee it. You should receive it by September 10,th 2022.

  Customer response

  08/26/2022

   
  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,
  
  *******************

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