ComplaintsforKolosso Toyota

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are filing this complaint regarding the misleading and potentially deceptive information provided to us by Kolosso Toyota regarding the condition of the exhaust system and brake pads of a Toyota RAV4 purchased on June 19, 2024.Details - **Inspection Report Prior to Purchase:** On June 18, 2024, our salesperson, ************************ sent an inspection report to ******************************* via text message, assuring us that the vehicle was in good condition. This report, dated May 7, 2024, was completed by technician ******************* and indicated no issues with the exhaust system or brakes. The rear brake pads were noted to be in the "green" at 7mm.- **Post-Purchase Inspection Findings:** On August 17, 2024, less than two months after the purchase, the vehicle was serviced by technician *******************. During this inspection, a considerable amount of rust was found on the underside of the exhaust system. ***** stated in a video that holes were developing on the underside, and the brackets were wearing out, requiring a full replacement of the exhaust system, quoted at $2,475.70. Additionally, ***** recommended replacing the rear brakes as the pads were measured at 4mm, costing $619.35.- **Inconsistencies and Misrepresentation:** The initial inspection report provided by *********************** showed the exhaust system and brake pads as being in satisfactory condition, leading us to proceed with the purchase. The discrepancies between the two reports suggest that the vehicle's condition was misrepresented at the time of sale. The rapid deterioration within such a short period raises concerns about the accuracy and honesty of the information provided to us. Additionally, on August 17, 2024, Sales Manager ******************************* assured us that the holes in the exhaust system were not visible. However, this statement directly conflicted with the findings of technician *******************, as well as the visual inspection conducted by *******************************, both of which clearly indicated visible holes.

  

  Business response

  08/20/2024

  We have contacted Mr. **************** and scheduled an inspection of the vehicle on Aug 30- to verify the condition of his concern at that time we will come to a decision with ************************ as to how to proceed.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  Kolosso already inspected the vehicle and per the technician on the original paperwork, a full exhaust replacement was necessary.  The only solution I will accept is the replacement of the exhaust system.  Either the paperwork from the repair center was fraudulent (by attempting to overbill the customer) or you are trying to minimize your costs for the repair by doing the minimum necessary just to place the issue behind you with minimal costs.  We have been loyal customers to this ********************** dealership for more than a decade and its sad how we are being treatedhonestly their customer service has really slipped.  I also noticed no one seems happy working there latelycould be an overall management issue, but I sure hope something drastically changes in terms of how you treat your customers and employees.

  
  Regards,
  
  *******************************

  

  Business response

  08/21/2024

  *********************** purchased a 14 year old vehicle it will come with 14 years of wear and tear- We would like to reinspect this vehicle to be sure of the repairs needed- If this is does not satisfy ************************ we will purchase the vehicle back from him.

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have no interest in selling back the vehicle and expect the full exhaust system to be replaced as originally recommended by the technician.  I am not sure why a secondary inspection is needed as your certified technician already recommended the repair.  Well drop off the vehicle next Thursday night and allow you to inspect the vehicle, but will not resolve this claim until you replace the exhaust system and cover all costs associated with the repair.  Well cover the brake pads (even though I am not sure how brake pads wear 3mm in less than two months) if you cover the full replacement of the exhaust.  I am not resolving this complaint until that happens.
  
  Regards,
  
  *******************************

  Customer response

  09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Just an fyi to let you know that Kolosso is working with me now to resolve the issue.  They completely paid for the brakes and are paying more than half of the muffler work.Thanks so much for the help and you can close out this complaint.

  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  8/04/2022 - 8/05/2022 They are a ****** Dealership that refuse to sell a car they have to me because I live in another County. I live in the same State, there reasoning was that they want to sell to their locals only. If they so choose to do this please do not allow them to sell on the web and waste other people time filling forms as if they can take delivery of the car at purchase. They never call me to let me know I call in to verify the vehicle was ready for purchase and they ask where I'm from and I told them I'm from *******, ** and they say they cannot sell to me because I'm in another county. They wasted my time doing all the paperwork on their website thru ****** SmartPath Contactless purchase. I feel like they are only holding the vehicle for themselves or friends/families. I wish to have their "discriminating policy" revoked and review.

  

  Business response

  08/08/2022

  In these times of limited inventory we have made the decision to limit our sales to our market area. Our business depends on servicing our local customers and in these times we feel we need to take care of the customers in local area.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle, a 2017 ****** Tacoma, was in a collision 3-26-2022. I had it dropped off at Kolloso collision on 4-1-22. My insurance person and Kolosso looked it over and wrote an estimate on 4-6-2022. I was told by my insurance they approved the estimate. I then told Kolosso they could go ahead on repairs, and they said it would be 6-8weeks for completion. At the 8 week **** I stopped by Kolosso and found out they had yet to start on it, but said it would be in the shop within the week. 2 weeks later (10weeks) I stopped to find they still had not started. I then said I would arrange to take it elsewhere. That week they stripped my truck down. I stopped in to say that I would be picking it up the next day to find it tore apart. They promised then it would be complete by ****-2022. I called on ****, and they said for sure dome by ****. I called **** and they said their tech was on vacation until **** and will be done ****. I called **** and they said for sure done ****. **** called and now they say they are waiting on parts? I don't know what else I can do. It was promised 6-8 weeks originally, it is going on 18 weeks that I've been without a vehicle. I've contacted my insurance twice with no help.

  

  Business response

  08/12/2022

  When Mr ************* vehicle was towed in from ************* on 4/1/22- His insurance adjustor came and wrote the estimate on 4/6/22- The work was approved for us to schedule - The misunderstanding was because of already scheduled work load we would not be able to start repairs for 6 to 8 weeks- not completion them in 6 to 8 weeks. Because of current environment with supply shortages and workforce shortages our scheduling fell behind schedule. When *************************** called about status thinking the vehicle was not started it was already disassembled and repairs had begun. We have since completed repairs and his vehicle was picked up on 8/3/22. We hope Mr ************* understands we worked to the best of our ability and resources to complete his vehicle in the time frame we had and have the repairs done properly. 

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