Reviews

This profile includes reviews for Crown Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crown Toyota

  3430 Iowa St Lawrence, KS 66046-5208

  
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  Crown Toyota

  3330 Iowa St. Lawrence, KS 66046

  

Review Details

• Review fromPhillip M

  Date: 02/26/2023

  1 star
  I took my 2013 RAV4 in to replace a faulty torque converter (a common problem for 2013-15 models). When I called to make the appointment for its replacement, I was given a soft quote of $2,800 by the service consultant. A few hours after dropping my car off, I received a call from the same service consultant, and he explained that the total cost for parts and labor was now approximately $3,600. I was disappointed with the considerable jump in cost from the soft quote estimate, but was stuck with needing the fix and was willing to accept the increased amount. Several hours later I received another call from the same consultant who informed me his workers were forced to break an axle shaft they claimed was "frozen" in place, but which needed to be removed to replace the torque converter. He told me I would be charged $757.31 for the axle shaft, and now my total estimate was approaching $4,900 (with taxes). At this point I felt I was getting scammed, as I was not consulted before the Crown employees took it upon themselves to break the axle shaft and was now being charged for it. The following morning I called the General Manager of Crown and explained my frustration about the charge for the broken part and the ballooning cost of the overall fix, which was now more $2,000 higher than the original soft quote. The GM agreed that I should have been consulted before they intentionally broke the axle shaft, and their staff did not follow proper procedure. However, he proceeded to strongly argue with me about being charged for the part. After we went round-and-round on this, he took off a few hundred dollars off the axle shaft part; I had no choice but to accept this as my car was partially disassembled and could not be repaired without this part; I felt like it was being held hostage. Eight days after dropping my car off, it was done with a final cost of $4,371.77 (this included an oil change). Needless to say, I will not ever be returning to Crown.
  

  Crown Toyota

  Date: 04/07/2023

  Phillip, we do apologize for the misunderstanding. We did discount that part in the end. The frozen axel shaft would have still needed replaced. We appreciate your feedback.