Complaints

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:06/24/2024

  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 took out Toyota Sienna for 10 years Maintenace check at Royal South Toyota. They did routine oil and filter changed and advise us to change the bushing as its 10yrs and ****** miles on vehicle. We agreed and got it fixed by them. After getting our vehicle back we notice our AC system not working properly its getting air but not cooling at all. We called and been asked to bring vehicle back. Now we been told that they can fix it for $ 2600 +. We never had any problem with our AC system which we tried to explain but no ear was ready to listen. We decided to bring our vehicle back from them and we been asked to pay $ 200+ to get our vehicle back from them. We bought this vehicle from Toyota as new 10 years ago and being loyal customer, we always took it to them with all maintenance and repair issue. Our vehicle AC is not working currently with this hot summer in *******. Thanks to Royal Toyota South

  Business Response

  Date: 06/28/2024

  On 6/05/24 ******************* brought in the 2012 Sienna for service.  *********** included an oil change, tire rotation, cabin and air filter replacement, rear axle bushing replacement, and an alignment.  On 6/19/24 the 2012 Sienna was brought in because the A/C was not blowing cold.  Our shop ******* diagnosed the A/C issue.  Using a leak detector our shop ******* found that a freon leak was present under the dash.  The failed part is the A/C evaporator core.  This is a very labor intensive repair.  The dash and all associated HVAC duct work must be removed in order to gain access to the A/C evaporator core.  The evaporator core must be replaced, then the dash gets reinstalled, and finally the system gets a fresh A/C charge.  After reviewing the previous service we have found no correlation.  The A/C system is leaking under the dash in the interior of the vehicle.  No repairs were made near the A/C system during the previous service.  Thank you for reviewing- *****************;

  Customer Answer

  Date: 07/11/2024

  Thank you for following it for us, though I do not agree with their explanation. this is not the first time this has happened to me, last service time I end up with broken switches and malfunctioning glove compartment, and in end would apologies for delayed response as I was out of state with minimum coverage 

• Initial Complaint

  Date:09/14/2022

  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 brought my vehicle to the body shop for repair after an accident. When I received the car back, the rim was changed, but the tire wasnt. I commented that I knew this wasnt a new tire S it had a gash in it. And the man asked if they were supposed to change the tire in my plan. I answered with, isnt it state law you have to change the tire if you change the rim? He immediately said yes, Im sorry, and Ill have to order that. When the vehicle was returned to me again, it shook. I called and was told to bring it to the body shop. They said they aligned the tires and balanced them and it wasnt shaking. After I drove the car again, it again, was shaking, so I called again and made an appointment. I was told it cant be anything serious we just checked it all out. So I waited for the next appointment which my husband could also go to, and this time we were told all four tires (which we bought 2 years ago at this dealership) were all now inroad worthy and could blow at any time. And surprise, just past the factory warranty, nothing they could do. I asked if we could buy 3, and get the 4th comped since we should have had one changed at the body shop, and they had a coupon offer for that in 2 weeks. I was told by the service manager that he would ask and call me back. He never did. After work, I called and discovered they had put 750 dollar each tires on my car without my authorization and that if I didnt want them there was no one there to take them off, I would need to either leave my car or rent one, or pay the ***** total for the new tires they thought I agreed to. I asked why they never called me back, to confirm as they said they would and was told they got busy.

  Business Response

  Date: 09/23/2022

  I called the customer, *********************, around 4 PM on 9.22.2022.  We spoke about her experience at Royal South Toyota.  She suggested we help her install a different brand of tires on her vehicle, and I agreed to do so.  I also suggested that we would like to invite her back to the dealership so we can inspect her vehicle and try to identify the "vibration" she is feeling while driving.  If we can better identify the vibration, then we can propose a solution to eliminate the vibration.  **** was going to think about our conversation and call me back, perhaps next week.

   

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

  Royal South Toyota

  General Manager