Complaints

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

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  Luv Toyota

  215 East Fairmount Ave Lakewood, NY 14750

• 

  Luv Toyota

  250 East Fairmount Ave Lakewood, NY 14750

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:06/06/2023

  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.

  Hello - on 2/11/2023 I leased a vehicle for Luv Toyota at *** * ********* Ave, Lakewood, NY 14750. They sent me a check for a balance for my registration. Well unfortunately, we lost the check. Contacted them back and they sent a new one. Then we believe our grandma threw the new one away while cleaning. I understand that I was losing money every time I needed a new one due to the stop check payment. I am still owed between $70-$80, but they are refusing to assist. I have emailed, text, and left voicemails and no on would return my call. reached out to the woman who sold me the car today and she followed up with the woman who is supposed to do it, who is Lisa C*****. Lisa said that she is too busy. While I understand I was an inconvenience that is still my money that is owed to me. I am attaching some proof of what has occurred.

  Business Response

  Date: 06/26/2023

  We originally refunded customer with check # ***** on 2/28/23 and customer called and told us that he thinks he may have thrown the check away, but could not find it.  We did a stop payment on the check and reissued check# ***** on 3/22/23.  Customer called again and told us that he thinks this check was also thrown away.  Connie E****** (sale person) came to me and told me and I told her I was busy at the moment but would look into it to make sure the check was not cashed through our bank.  It also looks as if Mr. ***** was sending me emails to *********************,(per his correspondence to you), this is not my email address and that is why I never responded to him.   My email address is ***************************** We have issued him another check - check# ***** on 6/9/23 and this check has been mailed out to him.  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This issues involves my 2012 ****** ***** that was towed to Lov Toyota for recall work on the inverter.
  
  July 2022 while driving the *****, the car stopped running we had a warning message to "Check the Hybrid" system. Basically, the car entered "limp" mode. We could drive the vehicle but it would only go about 50 mph and would easily lose power when going up hills. We had the vehicle towed to Luv Toyota where they performed recall maintenance the on the inventer. For this service we were not charged any fees because the service was covered under a recall.
  
  My wife picked up the ***** and drove less than a mile from the dealership and the car stopped running. After sitting on the side of the road for a period of time, the car started and she drove back to the dealership. Between August 23rd and 26th, the dealership tested the wiring from the main computer to the transmission and windings and recommended that the transmission be replaced. The dealership quoted me a new transmission at $8,750. Luv Toyota charged me $599.40 to diagnose the car with the wrong problem
  
  On August 26th, I picked up the ***** and declined to pay the money for a new transmission. I was able to drive the ***** for a couple days. Eventually, the car would no longer run or start. On December 27, 2022, I towed the ***** to ******** Toyota in *********, PA.
  
  While at ********, they tested the transmission and concluded that the transmission was fine and did not need replaced. The technician decided to further test the inverter to see if there was an issue there. In order to do this, he started with with a pin test on the power management ECU. During this test, he discovered that 8 terminal pins had been damaged by Lov Toyota when they were working on or diagnosing the issue. The technician replaced those 8 pins. Total cost for these repairs was $705.40
  
  As the issue was stated to me. In order to access the code for the inverter you needed to access the ECU. However, someone used the wrong access point and that caused the damage to the pins.

  Business Response

  Date: 03/20/2023

  I am sorry to hear that the customer is having issues with the *****.  According to ********, Invoice # ******, the vehicle was powering up and going into "limp mode" and the dealership did testing and replaced the generator cable.  It was not until after this work was done, that the vehicle would no longer go into "ready mode".  ******** is claiming that damaged pins to the Power Management ECU were the cause of the vehicle not going into "ready mode.  However,  if this issue was caused by the work that LUV Toyota performed, then the vehicle would have had this issue all along, which according to invoice ******, it did not.  The "ready mode" issue had to have been created by work done at ********, as the issue did not exist before it was taken there.

  Customer Answer

  Date: 03/31/2023

  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. 
  At this point I want LUV Toyota to admit that they miss diagnosed the issue that I had with my ***** and I would like a refund of the $599 that I was charged to be told that I needed a new $8,000 transmission. It is clear that they miss diagnosed the issue with my ***** because they wanted me to purchase an $8,000 transmission which, if I would have done that, would not have fixed the issue!  I would have drove the car off the lot with a new $8,000 transmission and a mile or two down the road the car would have loss power because the issue was caused by a faulty transmission.  I do not hold them at fault for the issues with the power pins, however, I do hold them at fault for trying to get me to spend unnecessary money on a transmission that would not have fixed the issue with my *****.  There needs to be accountability on their part and an admission that they miss diagnosed the issue.  I feel that a good faith gesture would be to refund my $599 which I had to spend for them to push an unnecessary repair on me. 
  
  Regards, 
  
  ******* ******
   

  Business Response

  Date: 04/05/2023

  At this time we are just going back and forth stating the same points. As per previous response, we stated: "LUV Toyota is not claiming the vehicle did not go
  into ready mode until ******** performed their maintenance, we are stating that
  as fact based on what was submitted by both Mr. ****** and ********
  Toyota.  When the vehicle was first
  scanned at ******** Toyota on 12/28 the codes pulled from the vehicle were
  C1241, U0110, C1310 and C1259. The U0110, C1310 and C1259 codes were all in the
  system before LUV Toyota looked at the vehicle as they were included in codes
  found when LUV Bradford scanned the vehicle on 7/26.  The code C1241 is the only "new"
  code and as shown by the scan timeline, this code was taken care of after the
  Generator Cable was replaced.  It isn't
  until after this work, that the new codes C1242, U0151, U0293 and B1504 were
  created and the vehicle would not go into ready mode (these new codes presented
  when the vehicle was re scanned by ******** on 1/18).  LUV Toyota presented the code history of the
  vehicle to its Field Technical Specialist and it was confirmed that these are
  entirely different codes and if the issue was caused by LUV Toyota damaging
  pins, the issue and codes would have presented immediately.  Luv Toyota did a thorough investigation into
  this issue and it was determined that the facts do not corroborate the claim
  that LUV Toyota damaged pins causing further issues to the vehicle."   LUV Toyota's position remains the same, we're not willing to
  issue a refund.