Complaints

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• Initial Complaint

  Date:17/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Brand New Toyota RAV4 from another dealership and were having issues with the remote start that was installed at the time of purchase. As we had business to conduct in Renfrew, Ontario we booked an appointment to have the issue looked at. The problem was identified as a pinched wire but George Jackson Toyota charged us $339.00 for diagnosing this issue on our 2 month old vehicle. The Toyota manual states that all Toyota accessories installed at time of purchase or at dealerships are covered under warranty. George Jackson however charged us for the diagnosis. They put down the other dealership accused them of cutting the wires and doing shoddy workmanship. We spoke with management at Toyota ****** and they said we should not have been charged this however they could not do anything as the dealership is privately owned. We were caught in the middle of two dealerships not getting along. Several times we reached out to George Jackson however they declined to help and were very argumentative. Although Toyota ****** offered us a credit of oil changes this was no solution as how oil changes are free for the next year. We would like our money returned to us.

  Business Response

  Date: 05/04/2024

  I have reviewed the customer statement.  We have documented our case and it has been submitted to Toyota ****** and certain facts as presented by the Dombroskie's differ from our account.

  The customer made a service appointment for the diagnosis/repair of the Remote Start System that was installed in their Rav4 at ******** Toyota.  ******** stated the reason they were bringing it to our service department rather their installing dealer was because ******** Toyota was not addressing this issue.

  We made it very clear prior to the appointment that if the issue was not covered by warranty, there would be a charge for our services.  The customer agreed to continue.  Upon inspection, we discovered that the wiring harness was cut/damaged (not pinched) and we recommended that the harness be replaced. 

  Since, this was clearly an installation issue not a manufacturing issue, we were unable to cover this component under Toyota ****** warranty.  We gave the customer a discount on our actual time and only charged for two hours which with tax came to $339.  At this point, I want to make it very clear that if this could have been covered under warranty, there would have been no bill for the Dombroskies.

  We have not spoke ill of anyone, we have simply done what was asked of you and stated the facts of the matter.  We are not being argumentative, but we are unwilling to file a fraudulent warranty claim to recoup your costs.  We understand you are upset, however, we did not cause this issue. 

  Toyota ****** did offer you credit as a sign of corporate goodwill to compensate you for this diagnosis charge.  We do not understand why you turned down the credit from Toyota ******.  This credit could have been used for ANY future purchase at ANY Toyota dealership for not just oil changes but tires, detailing, accessories, services, etc.

  ******** Toyota should have paid for your bill.  If roles were reversed, we would have compensated you as would any other dealer in ******.  Your complaint is focused on the wrong store and we are scratching our heads why ******** Toyota is not making you whole.  At the end of the day, ******** Toyota did replace the wiring harness as per our original correct diagnosis.  

  BTW all Toyota dealerships in ****** are privately owned.
  

   

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 21445867
  
  I am rejecting this response because many of the response that they gave are false and fictictious. 

  1) The vehicle was never taken to ******** Toyota for the repairs.  It was taken to George Jackson as we had other business to do in ******* at the time.

  2) They did speak ill of the ******** Toyota Dealership to my husband as well as issued a statement on ******** that they did poor workmanship.

  3) It was never discussed that there would be a charge if the issue was not covered under warranty.  We learned about the charge at the time we went to retrieve the keys when the diagnostics was done.

  4) As submitted earlier in the initial complaint the bill of service was all that was discussed.

  
  
  Sincerely,
  
  ***** And *************************************