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:06/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 4/20/24 I dropped my Tundra off for an oil change, tire rotation, to have a noise checked and to have a recall fixed. The recall was for a headlight and they told me it was for a fuel line. I said that all the notices I received were for headlights. I left the truck for service at 8:30 am and at 3:30 pm I called for an update after not hearing from them. They said they were looking at the noise then and that I could pick up the truck at 4:30. When I picked it up the headlights had not been fixed. I noticed that the oil sticker had not been changed. The receipt I received had that I was charged for the labor of the oil change but not any parts or oil. I had previously had a slow leak in the rear right tire and when I picked up the truck that tire was still low. I tried to contact the service manager and never heard back from him so I left a negative google review. He replied to the review and said to get ahold of him. I sent him an email asking for a refund of the $43.70 that I was charged for the labor associated with the oil change and tire rotation that was not done and I never received a response.

  

  Business Response

  Date: 06/20/2024

  We have apologized and refunded the guest

  Customer Answer

  Date: 06/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:05/22/2024

  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 received a letter from Toyota regarding a recall on the Pearl white paint used on my 2012 Toyota Highlander. The letter advised to go to a Toyota dealer to get an estimate to fix the peeling paint. I went to Westside Toyota on 2/19/2024 for the estimate. They directed me to a local body shop they use, just around the corner from them. I was told I would receive an email with the estimate and details regarding the work. I was told this is a long process, that it takes about 3 months (not sure why but I believe because Toyota was slow on reimbursement ?).
  
  To date, 5/22/2024, I have not received an estimate or email from Westside Toyota. I called on 4/4/24 for an update and left 2 voice mail messages for the Service Manager, Steve ******. He is the one I dealt with for the estimate. He said once he got the estimate he would forward it to Toyota for approval. I called on 4/30/24 to follow up as I had not heard back from the messages I left.
  
  I called the General Manager as well and advised that Steve had not returned my calls. He got him to call me back. I spoke with Steve ****** and he said "sorry for not calling you back" and reiterated this takes about 3 months. I explained that I haven't even received the estimate and wanted the status on it it was submitted to Toyota and when the work could be done. He assured me he would follow up.
  
  I called and left messages for Steve ******, the Service Manager on 5/2/24 and 5/7/24. I HAVE NOT RECEIVED A CALL BACK ! It has now been 3 months and no estimate, no status of where my repairs stand and no call back. Horrible customer service. I told Steve on 2/19/24 that I was looking to possibly get rid of the vehicle this summer. Here it is, May 22nd and nothing is done !

  

  Business Response

  Date: 05/30/2024

  Toyota Motor Sales, USA, Inc. mailed Customer Support Program ZKG Notifications regarding Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint) to Toyota owners with specific vehicles produced during a specific period of time ... This is a customer support program (CSP), not a safety recall. A CSP enhances portions of the vehicle’s warranty coverage for specific conditions ... Toyota had received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicated that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels ... Although the original factory paint is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever comes first), Toyota is providing coverage for repairs related to the condition described above ... This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the specific panel affected will be repainted ... There is a very specific set of remedy procedure instructions (46 pages) that the dealers and body shops must follow, including: (1) Verifying if the paint condition is covered by this CSP (2) Ensuring there is no damage that requires repair prior to performing the CSP repair (3) Uploading mandatory photographs in a specific format to a web application (4) Confirming that the preliminary estimate from the body shop has been pre-approved by Toyota (5) Coordinating repair of the vehicle at a body shop (6) Ensuring the body shop is provided with, and follows, the CSP Paint Repair Process ... Steps 1-6 appear very simple, but in fact, are quite a bit more complicated than they look and take more time than you might think (especially steps 3 and 4). There is more than one auditor at Toyota that has to review and approve the uploaded application for repair. If the mandatory photographs are not just right; or the preliminary estimate is turned down for even the smallest reason, we have to redo whatever has been rejected ... We sincerely apologize for the length of time it has taken to have this customer’s application pre-approved. Unfortunately, we are at the mercy of Toyota as to when each application is reviewed and passed onto the next auditor ... The customer’s application was finally approved yesterday afternoon. We contacted the body shop to see when they had an opening in their schedule. The customer was contacted today to make arrangements to drop off her vehicle on Monday, 6/3 at 7:30 am ... A rental vehicle will be provided to her at no cost while the vehicle is having the paint repair performed. She had been informed that the tentative completion date is set for Tuesday, 6/11 possibly Wednesday 6/12. She will be provided with the appropriate paperwork when she picks up her vehicle.