Complaints

This profile includes complaints for Phil Meador Toyota, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Phil Meador Toyota, Inc.

  1437 Yellowstone Ave Pocatello, ID 83201-4215

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  Phil Meador Toyota, Inc.

  1855 Flandro Dr Pocatello, ID 83202-4909

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/05/2024

  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.

  I have been a Toyota customer for years; my family has been loyal for decades. I have always had my LOF's done each year with them, I drive a 1998 Tacoma which is going strong.I got a diagnose on my front end for noise and a leak, turns out the arms and rack were the problem (being the parts were original). I was told Toyota discontinued most of my parts so I need aftermarket and the shop would not warranty or put them in. That ok, living on disability, it's hard to pay for expensive labor.I got my parts installed and I noticed there was a problem with the steering, it was sticking when it should flow freely. I called and asked for an ********************** with an alignment to follow if all was good since there are new parts. The schedule had the alignment first, then the diagnose, which to me is backwards. If there is a problem, you find it first.The new rack turned out to be faulty, I have to replace it again. I was there from 9:30am to nearly 3pm waiting for my truck. How does it take that long to check a rack? When that is the only logical place the issue could be. I was disappointed to also learn that I would have to pay again for another alignment because they would not warranty this one because I was replacing the part again.I complained and got met with hostility, when I asked for the owner and wouldn't let up about it, they kicked me out of the business and told me not to come back. I have disabilities, complications communicating and understanding under pressure is one. They brought me to tears when this occurred, but they were cold-hearted towards me.The owner has had 3 business days to contact me after I sent an email, no response. I would like to get this resolved, perhaps a refund. There needs to be better communication on service's end dealing with their operations and not just hand over the keys and we will get it done, attitude.There is not enough space here for all the details, but this is the general info, thank you for your time.

  Business Response

  Date: 06/06/2024

  In regards to consumer *************************,
  This customer has had a plethora of complaints during her duration with us. This is an ongoing interaction with her for years over a variety of things. She has spoken with the entire management team hoping her demands would be met.
  To move to the current and final issue with this consumer, she is correct that Toyota has discontinued parts for a 1998 Toyota Tacoma.However, aftermarket parts may be purchased through our parts department and installed by a certified mechanic to ensure aftermarket warranties on parts would be valid. ******* requested we provide her with all part numbers so she could purchase from another party and have her family (brother) install them. After her family replaced the part ******* then would request that we review and provide diagnostics on replaced part that was installed by her brother. ******* also requested an alignment the same day as her diagnostic appointment. My team accommodated her in her request for same day service.  To make this happen we did have to schedule the alignment before diagnostic appointment. The diagnostic review showed that the part used by her family was faulty and would need to be replaced. ******* was educated that by choosing to not have a certified Toyota technician replace the faulty part; We would not be able to uphold the 30-day warranty we provide on all alignment. ******* was upset by this outcome and wanted us to pay for full cost of the alignment. We stated we had done what she asked us to do but understood her frustration and offered to cover half of the cost of a second alignment. ******* was not satisfied with this offer. She then took her complaints past our service manager to our sales manager. Although understanding of the situation we would not be changing the decision of our service manager. She was provided our owners email address to find a resolution with him. ******* visited Toyota on May 31st 2024 to try and meet with our general sales manager. He was unavailable at the time. She did find the office of our CRM where she again told her complaints to. ***** got to work trying to find out the cause of the strife for our customer and team. After speaking to all parties involved, she was able to talk to the customer further for a solution. ***** asked the customer what could be done to resolve this issue.******* stated she was unhappy with the attitude she received from our team.***** offered to hold a training session with our Toyota team to go over better ways to serve our customers. ***** also stated, if she could pay for the other half of the alignment would this be a resolution for her. Neither offer made by ***** in store was an acceptable solution for ******** When ******* was asked specifically what would need to be done to find a solution. ******* stated she didnt know.  ***** then again provided the customer with our owners email address to seek other options for a solution. After confirming no services were being provided to ******* that day;She was asked to step outside with ***** and ***** our part manager in a private discussion. As we had no further options to provide to her, she was asked to leave our establishment and to only return when her and our owner had found a resolution to her issue/complaints. ******* stated at this time she only wanted an apology from our service manager. ******* only stated a resolution could be met by/with this apology after she was asked to leave. ***** offered an apology on the behalf of our dealership.
  In conclusion; We feel it is in the best interest of both parties to go separate ways. We will not be providing further service in any establishment to *************************.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21807573
  
  I am rejecting this response because: they have lied! There have not been any other complaints or issues other than this current one, since I started getting service there in late 2020. I got my yearly LOF with no problems and got a few questions answered from time to time. This idea of years of issues is false, if I had so many issues I wouldn't have kept coming back. They never took into account that I have communication difficulties and I sometimes need extra explanation on things. When I would ask for clarification, I was met with an attitude and lack of respect for me and my disabilities. 

  Dealing with ***** on May 31st, she insisted that she investigate after I simply asked for the owner's email. I told her it would only make the situation worse and to please not do so. She left me in the waiting lobby anyway and came back with an attitude. After verbally attacking me and bulling me for being there again my disability activated and I mostly shut down. As I said before, I have complications communicating under pressure or distress. I didn't even comprehend what she was saying or offering, that is why I said, "I don't know". (I just wanted to be done with the conversation, and yes it took me awhile to compose myself to leave) If she would have read my body language, she might have gotten a clue. The bottom line is she mistreated me, she brought me to tears - just because I didn't leave the building right away.

  I agree we need to go our separate ways; in fact, I would not trust you with my vehicle again anyways since during the diagnose something happened to my brand-new shock. A professional company installed that and now its broken and leaking, you were the last to touch my vehicle.
  
  Sincerely,
  
  *************************