ComplaintsforVancouver Toyota & Vancouver RV Center

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from this dealership. It is missing parts not disclosed at the time of purchase, such has the driver side head lamp bulb retention clip. They said they never changed the bulbs, but they should have checked before sale. Window and lock control buttons falling out of housing on door. Bought less then ****** miles ago and they say will only cover if switch panel is broken, not door panel. Sold with bad battery, sold with torn control arm bushing. All none disclosed. Im working with them now to handle the problem, but they are being iffy about making it right about the missing bulb retention clip missing at the time of sales.

  

  Business response

  07/10/2024

  ************* purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. ************* also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. ************** has called Vancouver Toyota several times and Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised ************** that we would look at the vehicle to see if his issues are covered by his Extended Warranty , Extended Warranty covers manufactured defect only.

  Customer response

  08/13/2024

  Hello,
    I have not been given appropriate time to respond. This was the first time having to change my head light bulb, that is why I never said anything. I have indeed been in multiple times. They sold me the truck with a bad battery and a torn control arm. Had to use warranty to fix only 6 month after buying. With such low mileage, how was the control arm torn? All the times I went in they never topped of my fluids, causing me to have to go back. This last time they did approve my window control button housing for warranty repair, ****, their customer service specialist has confirmed they will reimburse me for the clip and install for free at the time of the warranty repair. I paid $65 this last time to
  Also have my truck checks and an inspection done. They did not do the inspection or top off my fluids, **** confirmed this also and said they will do a free diagnosis when I come in for the warranty fix. Over all, they sold me a truck as new that had multiple little problems. **** has said they will do right by me. I am dealing with a cancer biopsy and have not been able to go back in due to this. I explained to ****, their customer service rep., that I was very busy and it was important they did the work when I came in. They failed to do the proper inspection or top off fluids during that visit, yet made me pay for it. Since the other issue is a warranty issue, I shouldnt have had to pay for anything, since the inspection was not done. As soon as they fallow through with making things right, I will be comfortable closing this claim. I do not want this claim closed until they fallow through and correct the short falls. Trying to charge me close to $900 for a clip missing at time of sale.
  
  *******************
  Complaint#  
   #********.
  

  
  

  

  Business response

  08/13/2024

  We have not seen ************** since our last response and will just reiterate our last response again:

  Mr **********;purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. Mr.**********;also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. Mr. **********;has called several times and has scheduled several appointments but has not shown up. Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised Mr. **********;that we might be able to offer some 'Goodwill' assistance but we would need to see the vehicle and get a proper diagnosis

  Customer response

  08/15/2024

   
  Complaint: 21929601
  
  I am rejecting this response because:

   It is a bold face lie to say I have not shown up for appointments. I have not scheduled any appointment yet to come back in. **** has already assured me they will install the clip for free, do the warranty work for free, and re do the diagnostic they made me pay for but did not actually do. I am not sure why Toyota is lying and saying I have not shown up, I have just not come back in yet. It is sad they would lie in such a way. Regardless, they will be fixing everything for free and reimbursing me for the clip. Already set this up with ****. Their response is not in line with what was agreed upon with their **************** Specialist ****. I do know they fail to communicate to each other quite often, another failure on their part. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought my car on 4/19/21 with an extended warranty which expired last yr. When I brought my car in for service last year, they recommended engine replacement or a new head gasket. They did repairs to the head gasket and did a valve adjustment instead of doing a full engine replacement knowing that thats what was needed. I have attached the complaint the details more below. I also want to add that my car year has a recall which involves the engine replacement however it was not included in the recall for some reason and I am handling that with Acura. But I want to know that my car has been brought in for service and engine issues related to the issues I am currently having since 2017 I have the service records which I am going to attach below, Vancouver Toyota needed to be replaced and failed to replace the part now my car is an operable. Ive only had it for three years. It only has ******* miles on it. I owe a $30,000 balance on the car and theyre wanting me to trade my car in as the alternative adding the loan I have to that car or put a used engine in my car at ****** miles and spend $11,000. I additionally want to add that I also had to pay for my head gasket last year as well as Vancouver Toyota also made me pay for their rentals for the entire duration that they had my car which was almost 3 weeks.

  Customer response

  05/27/2024

  Good morning, **** with Vancouver Toyota reached out to me on 5/25/24 offered to replace the engine free of charge as long as we paid for labor at $3500. We will agree to paying the labor only if we are able to pay in installments of two we are currently waiting to hear back from somebody to find out if were able to, proceed forward. 

  

  Business response

  05/29/2024

  Our Quality Control Specialist ************ has spoken with ************************* and come to an agreement on a price to replace an engine in her vehicle,

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/26/23 my 23 Toyota Highlander was in for a routine 10K ******** Change and additional key programming. When I was notified the vehicle was done and taking delivery the vehicle came into the delivery area with the drivers mirror folded away from the car damaged. I asked the delivery driver about it and she immediately called over a manager. ***********************, Service Quality Control Specialist, came out and greeted me. He acknowledged the damage and documented the damage and said he would arrange a fix for in the next few days. The damage done causes my mirror to shake and vibrate while driving down the road. It makes it very difficult to see out of the mirror. **** called me back and scheduled a repair. When I took delivery of the vehicle I proceeded to drive off and the shaking and vibrating was still present. I immediately turned around and went back into the service department. **** greeted me again and said he would call and arrange another visit. I returned on 10/03 and this time a rental was provided. I did not receive a call for several days. On 10/05 and was told the vehicle was ready to be picked up. When I was checking in I was told yes there is vibration in the mirror but no further action will be taken as this is a design flaw. I was given the Toyota Brand Engagement contact ************ to call. I contacted customer service with a detailed explanation. I was given a Case Number of ************. The following day I received a call from ***** at Vancouver and was told there is nothing they will do to fix the damage. She said its up to Toyota to fix the issue and closing the case. I have now called once a week since 10/05 to Toyota Engagement and have not received a call back. The vehicle did not have this issue before 09/26 or I would have presented it to Vancouver Toyota to have it corrected. Toyota Engagement keeps referring me back to Vancouver Toyota who has done nothing to fix the damage they caused. Please review RCW 46.37.400 (4).

  

  Business response

  11/20/2023

  ************************************* Toyota Highlander came in for an issue with the drivers mirror, we replace the mirror and is still had the same characteristic. The technician contacted Toyotas technical assistance hotline, they stated it was a design characteristic of the vehicle and advises no further repairs done to vehicle. Toyota's Field Technical Specialist  reviewed case and advised no further action at this time. We have explained this to **********************. Due to ************************** repeated unwarranted and disruptive behavior we have notified him that he is no longer welcome at the dealership.

  Customer response

  11/20/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:  

  The damage was caused by the dealership while at the dealership.  This is noted in the service records on RO 6693639/1.  Not having a fix for the damage is not acceptable.  If a fix cannot be provided by the Vancouver Toyota or Toyota ***************** please replace the vehicle with a vehicle that has not been damaged or provide an equal vehicle until the repair has been completed.  Per **************** Law RCW 46.37.400 (4) All mirrors and backup devices required by this section shall be maintained in good condition. The current damaged state does not meet "good condition".  You cannot see out of the mirror while driving down the road.  This is noted in the service records on RO#*******/1.  Please have it noted that the "disruptive behavior" as refusing to accept that repair will not be completed.  It was first acknowledged and two separate attempts were made to repair the vehicle.  Now that Vancouver Toyota cannot fix the damage they caused, they are choosing to refuse the repair of the vehicle.  Vancouver Toyota provides recourse through the Toyota Brand Engagement Center.  This center only routes the calls and complaints back to Vancouver Toyota to resolve.  ************ provides no resolution. 
  
  Sincerely,
  
  *********************************

  

  Business response

  11/28/2023

  ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 

  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  Customer response

  11/28/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  Please review *** 46.37.400. (1) *********** vehicle shall be equipped with a mirror mounted on the left side of the vehicle and so located to reflect to the driver a view of the highway for a distance of at least two hundred feet to the rear of such vehicle and (4) All mirrors and backup devices required by this section shall be maintained in good condition.

  In the current state even driving on your property you cannot see two hundred feet through the mirror.  This a safety concern while driving the vehicle on public roads that is documented by the technician and verbally communicated by one of the service advisors. If Vancouver Toyota will not fix the damage and Toyota Motor Cooperation has no fix for a bad design that every 2023 Highlander has according to Vancouver Toyota.  

  I am simply looking for a defined resolution to this problem.  Having no solution or no offer for a solution is not acceptable.  

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

  

  Business response

  11/30/2023

  As stated before, ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 
  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  If ********************** has any further concerns he need to contact the manufacture as we do no have anything to do with the design and manufacturing of vehicles

  Customer response

  12/01/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  I have contacted the manufacturer through the Toyota Engagement Center at ************** that the dealership asked me to.  Attached is the response I was provided.  I also receive a call from the Toyota Engagement Center and was told the dealership needs to repair any damage they caused.  Toyota has no known record of a manufacturing defect that causes the mirror to shake and vibrate causing poor visibility.  The Toyota Engagement Center asked me to contact the dealership again which I have with no response.   

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

  

  Business response

  12/18/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him. This is our final response to **********************.

  Customer response

  12/18/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  The Toyota Engagement Center has no record of TAS case ********** or any known issue with vibration on Highlander mirrors.  After contacting the Toyota Brand Engagement Center I was informed the case would be closed because they do not handle damage done by the dealership.  The dealership is an independently owned and operated business and the manufacturer is not responsible for damages that the dealerships may have caused.  The Toyota Brand Engagement Center referred me back to Vancouver Toyota to rectify the damage.  I did finally receive a call from **** with Vancouver Toyota on 12/15/2023 but no new information was provided.  He explained he has sent all of the information to the Toyota Brand Engagement Center again. I asked what has changed and he said nothing has changed.  Vancouver Toyota has no plans to repair the damage as they believe it a design characteristic and can only refer me to the manufacturer.  I asked how do I contact the manufacturer and was told through the Toyota Brand Engagement Center. 

  The mirror did not vibrate before the mirror was pushed out of place.  The mirror does not meet **************** Law RCW 46.37.400 (1) in its current damaged condition.
  
  Sincerely,
  
  *********************************

  

  Business response

  12/19/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him

  Customer response

  12/19/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  This is a duplicate response made by Vancouver Toyota.  This is the exact same response made on 12/18/2023.  Again this shows that Vancouver Toyota has done nothing to actually resolve the issue.  They have damaged my vehicle and are not doing much to fix the issue.  They refer me to the Toyota Brand Engagement Center who only refers me back to Vancouver Toyota.  Vancouver Toyota's resolution offered is to contact the manufacturer.  I have done so based on the documentation provided.  The manufacturer has no known issue and no record of the case number provided by Vancouver Toyota.  Vancouver Toyota should contact the Toyota Brand Engagement Center they are referring me to and provide the documentation to show they have done this.      
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/14/23 my 2016 Lexus NX 200t was returned to me in worse condition than when it went into Toyota's service center. I went in for an oil change, they recommended a new battery and rear brakes. I agreed to replace the battery. This was written on my receipt:After battery replacement media system screen no longer functions. Tired all known fixes for INOP head unit. Unit us still inoperable. Found CSP with Lexus for this issue. Recommend repair at Lexus Facility. On 8/21/23 I took the day off from work to get my vehicle into the first available appointment after leaving Toyota. ***** charged me ****** to tell me that the internal failure to the head unit and recommend replacement if the head unit. CSP issue cannot be installed or repaired on a failed unit. Contacted Toyota, spoke to *********************** and *********************** and they refuse to resolve the problem and stated, the failure is not caused as a result of their workmanship. My issue: My battery in reality didn't need to be replaced. They state on the receipt, after battery replacement unit is no longer working. They did something - it was not returned to me in good condition and failed in my possession. I want them to fix my car. I truly feel that they should be responsible since it failed after a battery change in their service department. I have been told by several people in the auto repair field that they probably didn't ground the battery cables when installing the new battery and it fired the unit. There's no way for them to proof this didn't happen. I feel like I am being taken advantage of. Total repair cost was estimated at ******* but ***** agreed to drop the cost to $1730.00

  

  Business response

  10/10/2023

  ******************************* brought her 2016 Lexus VIN#  in on 8/14/2023 for an oil change service, during that service the technician tested the battery and it failed the battery test,  ****************************** was advised the battery failed the test and the technician recommended replacing the battery. ****************************** agreed to replace the battery. 
  
  
  After the battery replacement per manufacturer's technical guidelines the technician noted that the media screen no longer functioned. Technician found a Customer Support Program for this issue and recommended the customer to go to ********************************************************** performed a health check and found no DTC's (Diagnostic Trouble Code) stored. Found NAV display was ok due to reverse camera working. They checked all power and ground sources and found ok at this time. Found radio no operating and suspect internal failure of radio head unit.
  
  
  Vancouver Toyota advised ****************************** that our Master Diagnostic Technician that replaced her battery did nothing to cause the head unit to fail, as ***** stated it was an internal failure. Vancouver Toyota advised Ms. *************************** that we will not assist in the cost of replacing her head unit. 

  Customer response

  10/12/2023

   
  Complaint: 20705187
  
  I am rejecting this response because: The Tech that performed the work (Noted it was *****************************), was unable to identify the cause of the navigation and radio not working. Toyota kept my vehicle over night so that the master tech could review and advice in the morning. This is when the *** was recommend and stated only ***** could preform. Why couldn't Toyota's master tech determine the internal failure instead of recommending I go to Lexus for ***?? Master tech should of been able to detect that the system failed internally (***** stated they suspected internal failure). ***** stated power and grounding was found okay, but how do I know if Toyota replaced the fuse before I received my vehicle for proper power?? If Toyota is certified to work on Lexus vehicles, why did they send me to Lexus to pay $215.00 and miss work, for them to diagnosis my vehicle when I originally took it to Toyota. I would like to see the certifications of ***************************** and ****************************

  I would like proof that this was not your service departments fault. I brought my vehicle in perfect working condition and it was returned not in the same condition. If my vehicle is in your possession, you should be responsible for anything that happens.

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/7 my Toyota stopped running and needed repairs. It was towed into Vancouver Toyota. I needed a rental car so I went to the rental car desk and the lady told me I needed to give her a $250.00 deposit before I could take the rental car off the lot. I gave the lady my ***** debit card for the $250.00. Two days later on 6/9 my auto was repaired and I used my iQ credit card to pay for the repairs of my auto. I put the credit card into the reader machine and signed off for the authority and permission for this credit card to be used.I then went to the car rental desk and the lady said she would process my Chase debit card for the two days it was used and credit me the rest.I used two different cards. I used my iQ credit card for the repairs of my auto and my Chase debit card for the rental car.When I got my credit card statement there was a payment due for $52.18. I was confused and did not know what the payment due was for. I called iQ credit union and they did not know what this amount due was for. I then called Vancouver Toyota rental desk and the lady told me that the lady who rented me the car forgot to charge me for one day of the car rental. So they charged the extra day of the car rental on my iQ credit card. I have never given the rental car desk my iQ credit card or have I ever given them the permission or authority to use my iQ credit card. Only my Chase debit card. I notified the iQ ************ and they made out a dispute to **** about Vancouver Toyota using my credit card without my permission or authority. **** said there was not an error. I thought it was against the law to use someone's credit card without their permission or authority.Vancouver Toyota never notified me by phone or mail telling me that they made a mistake and did not charge me for a day of the rental car. They just put the one day rental on my charge card without my authority or permission.

  Customer response

  08/12/2023

  Vancouver Toyota is not going to respond to my complaint?

  Customer response

  08/16/2023

  Yesterday I spoke with ***** and ***** from ****** Vancouver Toyota. They claim that I used my iQ credit card on the auto rental which I did not. I have both of the transactions of the auto rental on my online Chase debit account. Since ****** ********************** auto already had my IQ credit card information from the repair of my car they used my credit card to pay for the extra day of the auto rental without my authorization or permission. I offered to send them a copy of the Chase statements of my debit to show them that is the only card I used for the auto rental and that I have hard evidence but they refused to receive it. 

  

  Business response

  08/16/2023

  
  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.
  
  
  
  

  Customer response

  08/17/2023

  ****** Vancouver Toyota wants me to copy the transactions that are on my computer from ***** from my debit card for the rental car and they want me to bring it in to the tomorrow 8/18 for them to view along with my iQ credit card statement.

  Customer response

  08/24/2023

  I took two documents to Vancouver Toyota last Friday. These documents showed them that my numbers on my bank accounts are correct and what they have on their computer is not correct. I saw issues with fraud because they used my credit card without my permission or authorization and it also showed me that they copied my name from a previous charge which I used my credit card and signed my name electronically to pay for the repair of my car. They copied my electronic signature to use on the unauthorized credit card amount for the rental car which was $52.18. This is forgery. Two very serious offenses. I have not heard from them since I last showed them my bank documents.

  Customer response

  09/03/2023

  What happened to my on-line complaint?

  

  Business response

  09/15/2023

  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.

   

  Ms.**** came in and met with our Service Manager who tried to explain to Ms. **** that the card was chip read meaning that the actual card had to be inserted into the machine for payment. The transaction that Ms. **** is questioning also matches her signature on her prior invoice.

  
  

  Customer response

  09/15/2023

   
  Complaint: 20357963
  
  I am rejecting this response because:

  ****** Vancouver Toyota is not telling the truth regarding the credit card issue for the rental car.

  I used only my Chase credit card for the purchase of the auto rental with Vancouver Toyota. On 6/7/23 I approached the Vancouver rental desk and gave the rental car lady my Chase debit card for $250.00. She told me I would need to put that deposit down on the rental car before I took it off the lot.

  When I returned two days later I paid for the repair of my auto and I put my iQ credit card in the card reader machine and the man asked me to sign my name on the electric pad which I did. I then went over to the rental car desk and the lady asked me for my card so she could process my rental car payment for using the rental car for two days. I gave her my Chase debit card which I originally gave her and she told me she would credit me for the days I did not use the car.
  

  When I received my iQ credit card statement there was a purchase on there I was not aware of. It was for $52.18. I know every ***** I have put on my iQ credit card and that purchase and amount I knew was wrong. I notified IQ credit union and they said that it ran as an advanced loan. I knew nothing about an advanced loan. They told me I should call Vancouver Toyota and ask them if they know anything about this charge. I called Vancouver Toyota and they told me that I should talk to the rental desk. The lady at the rental desk told me that the lady who processed my rental car payment on 6/9/23 made a mistake and only charged me for one day. I then went on my Chase debit card statement on line and the lady indeed charged me for only one day. Instead of notifying me and telling me that I had only been charged one day by mistake someone used my iQ credit card for $52.18 for the one day rental they did not charge me for without my authorization or consent.I would have gladly sent her a check for the one day charge she forgot to charge me for.
  

  I then spoke with ***** and then ***** and arranged for me to take the two copies of statements that I had from 1Q credit union and my on-line bank statement from ********** for my debit card. I met with *****. She viewed my statements and told me that the amount she had on her computer and the amount that my Chase debit card on-line statement were different. She showed me a copy of my signature that she said showed that I signed for the $52.16 rental car payment with my iQ credit card. It was my signature but it was the same signature I used to pay for the repairs of my auto which was $1,093.00. I remember what that signature looked like. Vancouver Toyota copied that signature I used for the repair of my auto and used it to claim I used my iQ credit card for the $52.16 one day rental which they put on my iQ credit card without my knowledge.

  So Vancouver Toyota is covering up a fraud and forgery crime to try and make it look like I am not telling the truth and actually did use my iQ credit card for the one day rental cost of $52.16.

  Thank you BBB for you time and effort on this
  

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

  Customer response

  10/11/2023

  So Vancouver Toyota would not respond. That shows their business character and integrity.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 8th I financed a 2014 **** focus from Vancouver Toyota. The night of August 12th whilst doordashing the car broke down with a transmission failure error message. We were told that they themselves couldn't run diagnostics and they had to send it to **** because it's a possible recall (said recall has been around since before we bought the car but because they "don't have access to **** systems" they weren't required or able to fix the possible issue before we purchased it). (Why they are selling cars they aren't able to see the systems for is beyond me). We were told September 21st was when **** was going to be able to get to it, and until then if we needed a vehicle we would have to pay $42 a day until it diagnostics were run to see if it was covered by the **** recall or if it is covered by the Toyota warranty. We have been calling since Septmeber 21st, and it is now 1 pm on the 23rd. Everytime we get told the man handling our case is busy and not answering, and that the employee who did answer our call would go look for him and call us back. Which has yet to happen. We have not had the car in which we have been paying the payments for since before the 2nd car payment was even made. And they cannot even be bothered to let us know what's going on. We have been waiting because whatever it's covered under is who will be reminbursing us for the almost $300 a week we have been paying for this rentall

  

  Business response

  09/28/2022

  McCords Vancouver Toyota has reached out to ********************************* and let him know we have reached out to the ************************* and they have agreed to cover the repair of his vehicle, we are also taking care of the rental cost incurred while waiting for a response from the *************************.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a 2009 Fj with a roof leak causing damages to the car and safety malfunction of the vehicle. The dealership also failed to mention the dome light didn't work inside the car and the passenger mirror light didn't work. When brought to the intention of the dealership they made us paid for the dome light to be fixed (bulb) and basic diagnostic (180). When I notice the wet spot getting bigger than when I bought it I knew it was not inspected properly. I took it to the longview Toyota and they mention I need roof to seal it properly. So I took all the paper work from signing and explained yo Vancouver Toyota you sold me a 24k car with a roof leak cause safety malfunctions. We have taken the car to the dealership twice to get it repaired. First time they didn't remove tape and left bando in the Grove. The second time the lied about the body shop that fixed it "***** auto body" when arriving to ***** to talk to him he said he quoted Toyota but they opted out on fixing it properly (**** ish) to fix my roof properly. Toyota declined to fix it properly and do it them self and my roof still not sealed properly with alot more visible damage. I took it to get apprised today at the longview Toyota and they even said it wasn't fixed properly and offer me 13k for my vehicle cause it need roughly 7k in roof repairs. They haven't fixed the problem to the car they sold me. I would like to either have my money reimbursed, the project Done correctly and 8 months of my monthly payment backdated.

  

  Business response

  08/24/2022

  Client ************************* purchased a 2009 Toyota FJ Cruiser from our dealership in October of 2021, during a cold/rainy winter. At that time, there were no complaints nor issues of a roof leak.  ****** states, after owning the vehicle for two months, he noticed a leak in the roof and brought it in for service. Today, 8/24/22, ****** came in to get an appraisal to sell or trade in his 2009 Toyota FJ Cruiser.  ****** was eventually given $16,000 trade in value which is $600 over ****** Blue Book trade in value in "good" condition.  ****** was upset about this number wanting excellent trade in value, ****** then stated he would get his attorney involved.  As a customer service gesture, and due to ****** being upset, I authorized the excellent trade in value of $17,000 to satisfy the client's request and make sure he was happy due to his dissatisfaction with his FJ Cruiser.  We are here to help ****** trade in his 2009 Toyota FJ Cruiser and get into a vehicle he would be happy with.  

  Customer response

  08/24/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:
  They have had multiple attempts to fix my roof and headliner properly. As you can see their been issue with this vehicle since day one and none were disclosed at time of purchase. I also attached the estimate that Toyota requested from ***** auto body to properly remove the dents, and replace the necessary parts that were need for the job. As you.can see the have opted out to fix it properly  and have done so on other project. Such as gluing my key back together  on 11/3/21. Also on 11/04/21 they provide a paint seal and under coat allowing my car to be protected against hazards environment. If it was seal at the start it wouldn't have uncreasw in size or in diameter. The sales person also said that it didn't have a leak at time of purchase despite being mold/stain on the headline in Nemerous spots. I have also attached the stated they fixed and removed the dent out of my car but as you can clearly see the dent is still present. The dome light still doesn't work and the musty black mold smell is still present.  My fiance an I have attempt twice to get it sealed properly by them and they have failed. The first time they neglect to take the tape of one of the section during the diagnostic. Also while they preformed the diagnostic and had it in their care knowing it had a leak the roof mold sport and damage spread every test preformed. The roof wasn't fixed the correct way. The dealership then lied to us by Say another shop preformed the work when the did after meeting with ***** him. I  did like the way I was treated today. I do plan on collecting more paperwork and other test and words from other place to form a file folder and submit that with  my small claim court.  This actions is because as you see if it was fixed correctly or even sold to me correctly or at least the roof leak it would of been a different story. The failed to do that. They have lied about the body shop and opted out of the proper way to fix it cost me money and trade value. Kbb has my car listed between *****. They are well aware of my car value. They have 4 in their lot that some have more miles and some have less. All listed for well in the ***** range. I have the tow package edition 4 wd low miles and clean car fax. Do to someone not inspecting the fj prior to my purchase I am paying and arm and leg for it to the point  I rather sell it. As everyone can see no one can blame me. They have attempted to fix it twice and failed to the Toyota standard. They are attempting to double my loan i.e be able.to properly fix that fj to make a profit.  I would like for Toyota to purchase my car out right OR pay for the repairs need by ***** himself. I also want an apology for lie to customer about the work that was done and the vehicle they sold while trying to still make us buy a car added close to 15k to the current loan. None of this would have been the case if the appraiser caught it OR Toyota fixed it properly the first two times. I knew after the first diagnostic it need a new roof. D*** ***** referred me to the body shop but after explain everything showing all the proof I attempted to let Vancouver fix it (40min drivel) 20 miles each each way and they have failed twice. I have taken my car into to multiple dealership and they all say the same thing. The roof wasn't fixed properly.  So I will continue to collect all my paper work and diagnostic test and result and hopefully thing get resolved quick. If not small claim will have the ability to plead my case as well as prove with the documentation I have had been wronged 

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

  

  Business response

  08/29/2022

  Our management team has made several attempts to help our client and even offer what he originally wanted as a trade in value.  ****** continues to choose to pursue his legal options which is well within his rights, mention attorneys and use inappropriate language about our managers.  I will have our used vehicle manager, *******************, reach out to see if we can gain resolution.  If ****** would like to come into the dealership, sit down with our used car manager, provide his documentation, we will address this professionally and courteously. 

  Customer response

  08/31/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:

  I have asked for two resolution. Neither where offer.  The first offer I ask was for the buy back in the full amount of the loan and to be down to a single car. Last offer was ******. The second offer was to fix the roof properly and to have taken shorten cuts and then lied about the business or business that did it.  I have one quote provided by ***** auto. I know there was a new oem roof in ******** that could be use to install. Overall, I rather sell it out right in full and not purchase through them due to this experience or then can fix my roof properly like I was originally told when I bought it and fixed twice. Either way that's my terms. I have currently moved on from this phase due to terms not being met. There will be a mediation period coming soon. We have been advise to long communicate with Toyota as of last week.

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

  

  Business response

  09/06/2022

  Mr. ***********;****** purchased an "AS IS" 2009 Toyota ** Cruiser VIN #  ***************** on 10/21/2021  with a mileage of *******. **************** drove this vehicle through the winter months, and then, 8 months after the date of purchase and placing over 4,000 miles on the ** Cruiser, he brought the vehicle into Vancouver Toyota's service department on 6/15/2022 at ******* miles stating that the roof was leaking. Vancouver Toyota sent ******************** vehicle to ************************ and they applied a sealer to the roof, this was noted and documented. Then on 6/25/2022 **************** brought his vehicle back into Vancouver Toyota's service department stating that it looked like the body shop did not seal the roof correctly. As a "Goodwill" gesture Vancouver Toyota had one of our technicians give the vehicle a leak test as they could not identify any leaks by looking at the headliner, after the test the technician could not identify any leaks. Vancouver Toyota then had one of our glass vendors look for a leak around the windshield area and they could not find any leaks, they did replace the upper windshield moulding. After that a different technician performed another leak test and he also ran the vehicle through the car wash several times and could not find any leaks. The technician  then replaced the roof moulding with new mouldings and performed another leak test and still could find any leaks.
  
  
  **************** did knowingly purchase this vehicle "AS IS", we value all of our customers and that is why we performed these "Goodwill" repairs at no charge to ****************. On 08/25/22, we offered a trade in value of $17,000 based on the current market and **************** declined to trade in the vehicle even though he mentioned he wanted closer to $17,000 for it. 
  
  
  At this time Vancouver Toyota is not willing to perform any other repairs to **************** vehicle at no charge based on his length of ownership, the client purchasing a vehicle that was clearly identified as an "AS-IS" unit, the documented repair orders by our technicians stating they could not identify a leak after inspecting it and performing a water leak test.  

  Customer response

  09/09/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:
  They should be receiving court papers that are going to be served with. The dealership provides my vehicle with certain coverage and protection that were added on at the time of service that I paid extra for. They also lied about where the repairs were done. The first time it was not fixed properly, missing the correct parts and the tape that was still on it hadn't even been removed. Then the second time we received it there was more damage done to the interior. The stain increased in sized, because they did not fix or take care of it properly while they had it. All that they did was cut corners instead of fixing it properly. Then the business lied about it. If they don't want to work on my vehicle anymore that's not acceptable. It will be added that to the submission for court. Due to me paying for Toyota maintenance and other protections they are held liable to maintain my vehicle.  I have attached all documents, all signed documents from purchase of the vehicle as well as an extra thing I paid for. Plus all maintenance records from my ownership to the court. I have been instructed multiple time to stop talking to them even when they have associates reaching out to me. 
  Sincerely,
  
  *************************

  Customer response

  09/22/2022

  I have more pictures to added. I have added a sheet of paper that said ***** fixed the leak. (***** autobody told us he didn't touch the vehicle)  you can  tell the opted out. On the second fix they used a different company pacific dent removal.  The dent wasn't not removed.  They also lied about fixing it correctly gave it back to us with caulk all in the ******. Then lied the second attempt to fix the mistake and lied about the business they used and still didn't remove the dent or fix it correctly. Also my dome light still doesn't work due to the leak. I have mold and stains due to the multiple test they ran and did not seal it properly. Has a weird moldy order as well. I filed the paper work with the courts in Vancouver. They should be getting served if they haven't yet.  

  Toyota has two options. Fix it the correctly OR they can buy the fj back out right for exactly what my loan is worth or we can wait till court.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2012 Prius V car into shop because of miss firing May 27th 2022. They told me they couldnt get it to show signs of miss fire. I was told it needed a circulation system work so they ended up replacing a water pump. I asked them to change oil while it was there because it was due. They said should change plugs to fix miss firing. They also said air and cabin filters that were changed last oil change needed replacing which really should have been ok. They also mentioned break fluid changing needs done. So I paid over **** dollars thinking it was fixed.This was supposed to be done to fix the problem but didnt. Knowing that the plugs werent all dirty in the notes they stated if any other problems it would need to have head gasket replacement. If the tech was gonna properly fix the problem knowing the plugs were clean because of antifreeze was a sign of being cleaned by the antifreeze and not just a black foul out plugs why wasnt head gasket replaced instead of everything else. I was told this was in techs notes knowing the clean plugs was a sign of antifreeze washed plugs why wasnt head gasket replaced at first. I asked service advisor for old parts back that was replaced and didnt get them. So they put notes that if any other problem it would need head gasket replaced and said when I brought back that was the problem is head gasket needs replaced for another **** dollars. I mentioned that they should credit the last charges that really didnt need to be done. I was told by third person (****) I spoke to that it wasnt gonna happen and that he would get back to me later and said they would for do it for **** dollars and that took all the charges except for the parts off of job before. Which I know a water pump doesnt cost over a thousand dollars. Then I conversed that paying for water pump cost and **** would be fine knowing that a water pump doesnt cost over **** dollars. **** said not happening. I shouldnt have had to pay for not fixing car proper

  

  Business response

  07/07/2022

  Mr. ************************* brought his 2012 Toyota Prius V in for a diagnostic appointment. During the diagnosis performed 5/26/22 of the check engine light our Toyota Certified technician found trouble codes stored in Mr. ***************************** vehicle's on board computer for a cylinder misfire condition and also for an engine coolant pump malfunction. Our Toyota Certified technician was able to confirm and diagnose the electronic water pump failure due to an open circuit inside the pump. After several attempts, the misfire could not be reproduced in order to properly diagnose the cause for this condition being recorded. Overheating caused by the water pump failure can sometimes cause an engine misfire but not a mechanical failure. Since the cooling system was holding pressure before and after test drives and no mechanical failure could be proven at the time of Mr. ***************************** visit, further action was not recommended. Our Toyota Certified technician advised that head gasket failure was a possibility before these repairs were made and documented this possibility on Mr. ***************************** work order as our dealership protocol  is to not make such a costly repair recommendation without definitive proof of a failure present. The fuel injection cleaning service, brake fluid, air filters, and spark plugs purchased during this visit were recommended as preventative maintenance items and not related to the check engine light repair and were approved by Mr. ****************************************** the vehicle was driven ***** miles after Mr. ***************************** service on 5/26/22, head gasket failure was confirmed. Vancouver Toyota offered to replace the head gasket, subtracting the labor Mr. ************************* paid for the water pump and inverter coolant which would have been included in head gasket replacement had the repair been recommended at that time. As a goodwill gesture Vancouver Toyota also offered 15% off the entire service.  
  
  
  

  Customer response

  07/19/2022

  I can't believe they say an overheat was cause by the water pump that made the miss fire. In all my 60yrs of life there has never been a water pump cause a miss fire of a engine of mine. A water pump will leak out yes and it could cause an overheat but mine was not leaking and did not overheat until after they did the work on it. Due to the fact that I was misled to believe that changing the spark plugs was gonna fix the problem yes I agreed to do the other preventative maintenance. Yes I drive my work car 300+ miles a day and do regular maintenance along with oil changes twice a month so the 4900 miles if nothing other than normal usage on all my work vehicles. My vehicle never overheated until they did the work that was done on it. I guess it's ok with the better business bureau for automotive companies to charge wrongfully to the public. And close this case when I did not get a chance to read the lies that they have given to you about a overheating causing a misfire because of a water pump that did not happen. Your web page would not open for me to read the response from Vancouver Toyota so I could respond back. This is a real kick in the pants to me and it is not correct at all. I asked for all the old parts and never was given them the bad water pump should have been given to me as well as the spark plugs but they weren't. They left know way of me being able of seeing if the parts were really bad. 
  
  Thak you 
  
  ******* *****

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2016 Kia Soul from them early December of last year! It had a cracked windshield and the sales person offered to have it replaced! I agreed and was to be later contacted by their Service Department! I received an email wanting to schedule the windshield replacement but I requested it be put on "Hold" until I could have time to take care of other personal issues and adjust the repair to fit my schedule! They were fine with that and agreed for me to contact them when it was convenient! I then contacted the Service Department a couple of days later to request another key and a full sized tire rather than the donut that it came with! No problems, my requests were perfectly reasonable and they just needed some information and time to get everything scheduled! That is when I started having problems as I work in the evenings from 6pm to 6am in mornings and sleep during the days! To get the tire and rim did Not present a scheduling issue they just needed to have time to get them and when I brought the Kia in for Service they should have them ready to go! Getting a second key Did present an issue though as their “Key Guy” was only onsite on Friday’s when I was needing to be sleeping! They finally agreed to set me up with a “loaner” and I just leave my vehicle there overnight! I figured if I was going to have to do that then I would have them replace the windshield as well all at the same time! Problems started: 1st I was informed that I would have to be put into a “Rental” as they did not offer Loaners as I was mis-informed! At which time I was now getting irritated because it had now been two months trying to make contact with the different people that I was being referred to and Now I was having to pay for a Rental so I contacted the Used Car Manager, Lee P*****! Lee made arrangements for the rental to be covered “Except” for the $250.00 deposit just in case something happened! I noticed damages to the rear of the car afterwards Now I am being "SCAMMED"!

  

  Business response

  02/17/2022

  *******,

  It was so great speaking with you earlier this week, and I wanted to reiterate that once we received the rental vehicle we refunded the $250 deposit back to your credit card on file immediately. I hope this clears up any misunderstanding, and if you have any questions please reach out to me anytime from my contact information below. 

  Kerrie K*****, Service Manager

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

  *******@vancouvertoyota.com

  Customer response

  02/17/2022

  
  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

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle in for an oil change and to see why when I turn on the air conditioner I sometimes hear a squeak. While the vehicle was in I received multiple calls: 00 -To change the spark plugs you basically have to take half the engine apart - $699 (You pull the wires out one by one, extremely simple) -It's recommended to change your brake fluid every 30,000 miles (it's encapsulated, you only add if needed) -Do you want us to check the fuel filter, my response, only if needed? -Your drive belt is old and cracked, you need to have it replaced. I agreed to the driving belt, when I picked up my vehicle the RPM's were over the top. Either the tensioner was damaged or bolts were broken. It's 2008 Yaris, good condition.When I asked the service advisor why, he said he didn't know the mechanic isn't here. I've contacted Vancouver Toyota service center 12 times in the last week wanting them to take a look to see what is wrong. They're ignoring my calls and not responding.

  

  Business response

  10/06/2021

  /Dear Attorney General,
  
  
  Ms. ****** ***** scheduled an appointment for an oil change, detail and to tighten the drive belt as there was a squeak on 9/9/21. The Service Advisor called her back with recommendations recommending a cabin air filter, coolant exchange and recommended as preventative maintenance by dealer a brake service and fuel injection service. Service Advisor also advised customer she needed to replace her drive belt as it was old and dry. Ms. ****** ***** agreed to all services recommended.
  
  
  After her service Ms. ****** ***** called in to say her RPM's were running high and our Service Customer Service Representative and the Service Advisor called her work number on 9/14/21. Per our Phone Log Ms. ****** ***** did not return any calls.
  
  
  We then received a Dealer involvement Report from Toyota stating that Ms. ****** ***** was trying to contact our Service Department and was not getting any return calls. Our Customer Relation Manager contacted Ms. ***** regarding her high RPM's and advised her that we would have our Quality Control Specialist look at the vehicle at no charge . Ms. ***** stated she would call back if she wanted to bring her vehicle in. Ms. ***** called back and we scheduled an appointment for 10/1/21. Ms. ***** did call and leave a message on 9/29/21 as her emailed appointment confirmation and stated there was a charge. Our Quality Control Specialist spoke with Ms. ***** on 9/29 to let  her know he would be the person inspecting her vehicle and offered her a complimentary rental while the vehicle was being inspected. We had our Customer Service Representative, our Customer Relation Manager and our Quality Control Specialist call her on 10/1/21 but she did not show for her appointment and did not return any phone calls. We also called her on 10/2/21 and 10/4/21, no return calls.
  
  
  Ms. ****** ***** stated that she called here 12 times but our call log for her work and cell number show a total of four inbound calls from her to Vancouver Toyota and 19 outbound calls from Vancouver Toyota to her phone numbers.
  
  
  We are willing to schedule an appointment for her to come in and have Our Quality Control Specialist inspect her vehicle for the high RPM's at no charge per our previous conversation with her.
  
  
  Sincerely,
  
  
  Phillip C*****
  General Manager

  Customer response

  10/07/2021

  
  Complaint: ********
  
  I am rejecting this response because:  It is untrue, they did not return my telephone calls or messages left with their online chat as submitted. Last week after filing several complaints they scheduled an appointment but the cost was $150. I called and inquired about the charge and they still have not called me back since 10/01/2021. I took my vehicle to another Toyota certified shop to run diagnostics. With the code that came up they believe that the sensor was damaged by the cleaning solution that was used for the fuel injector service that I did not ask for, also noted in their response with the service that was to completed.

  The RPM's are so high, there is no way the mechanic couldn't have noticed it, they knew there was damage and just ignored my calls. I want a refund for the amount of the fuel injection service so that I may get my vehicle properly repaired.

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

  

  Business response

  11/03/2021

  ******, 

   

  I was so great to speak with you and clear up this confusion. We will be working with our team on the concerns you brought to my attention to improve the over-all experience at our family owned and operated store. Thank you again and have a wonderful day. Sincerely, Kerrie K*****, McCord's Vancouver Toyota Service Director

  Customer response

  11/04/2021

  
  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. ↩