Complaints

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• Initial Complaint

  Date:02/09/2024

  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.

  I purchased my truck from Coos Bay Toyota that came with a dealership powertrain warranty with the provision that I have my general 5000 mile maintenance performed there, which I have done. religiously.maintenance suggestions have been minor, Replace cabin air filter, engine air filter which I purchase and replace myself. tire replacement, which I had done at a tire dealer that I do business with.Breaks, that I had toyota do. They recommended a rodent deterrent device that I declined and provided my own means of deterring them.12/27 I took my truck in for service and had the diagnose a "check engine light" that came on . they said it was a speed sensor and set me up for an appointment to have it replaced.12/29 replaced part, charged me $546.00 and the problem persists.1/5 They re-diagnosed and determined that my transmission is failing and needs replaced.I was told that they denied my powertrain warranty for no apparent reason.1/16 called requesting written denial, none received.1/17 called to talk to srvs ****, out for the day.1/19 visited dealership, talked to srvs ****. he claimed that I declined recommended service, I explained the services I declined and reason. He concurred an re-submitted request. said he'd get back in a week.1/24 called asking for srvs ****, not in. toyota returned call ****** i think was her name said she would check into warranty.1/26 went to toyota, tlkd to srvs ****, said he submitted paperwork on Thursday (yesterday) why so long?1/30 called toyota asked for srvs ****, on hold 10 minutes to be told he's in a meeting.1/31 called again say still hasn't heard.2/2 went to toyota, talked w/ srvs ****, says "no word" he asked me "what if he doesn't hear back? I said" the dealership owes me the warranty work" he concurred. this conversation was in reception area with witnesses.2/6 called talked w/ srvs ****, he said he'd talk with his gen **** tomorrow as he's not in today.2/8 gen **** says won't honor warranty.

  Business Response

  Date: 02/12/2024

  To start Coos Bay Toyota is committed to helping the customer. 

  ********************** was purchased by a new company in June 2022. My name is ********************************* I am the General Manager and Managing Partner of Coos Bay Toyota. 

  The previous owners had a contract they included when they sold the cars. Contract is attached. The contract clearly states if you don't do *********** services at our store the contract is void. Minus rid-a-rat. that is not part of the contract and is not a factor. The prior owner was the person this customer purchased the car from, and the prior owner is the one who had power train for life contract. from what I have found this contract is very strict on the details and is not advantages for customers. I removed that from my business when I purchased the store because the contract is flawed on customer service. Approval is not up to me as the current owner the previous owner has agreed to pay for service that follows the contract in detail. They will not pay for work if the contract is not followed. The complaint from the customer clearly states he didn't do services with Coos Bay Toyota. i also have supporting documents from my service department stating he didn't do the services. Contract states that if he gets services done elsewhere it voids the contract. that includes buying your own filters and putting them in yourself that includes tires done recommended and then he went to another store. 

  I don't like this as much as the customer doesn't. We as ********************** now have given the customer solutions to help redeem the fact the previous owner ship will not do anything because he serviced his car elsewhere. I will state again we do not offer this contract at all anymore because of situations like these. the solutions we offered were us trying to help. To fix the problem with the vehicle it was $7993 I was willing to take the cost of labor and eat some of the cost of parts to get it to $4630. This is us working to help when the previous owner wouldn't. We are trying to remedy the situation. Void of contract is out of my control, and I did what I could to make this right other than paying for it all together which I can't do. The only other thing we can do is trade the customer out of the vehicle. the supporting documents are attached. Contract clearly states he is void of contract and the customer stated in his complaint the facts that he voided the contract by not following the contract. 

  Please advise on how I need to proceed knowing I cannot pay for the transmission on a contract I didn't sell, and that the previous owner won't pay for it because he voided the contract by servicing elsewhere. I am willing to work with the customer as stated with pricing discount and trade in options. I also have attached the email sent from my service manager to the customer. Thanks

  Please Contact *********************************. ***** is not running the day-to-day operations for Coos Bay Toyota. He is a Majority owner but will delegate it back to me in the end.

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

  General Manager

  Coos Bay Toyota

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

  cell *************

  Business Response

  Date: 02/12/2024

  Customer purchase date of Vehicle 11/28/2014

  supporting date for documents sent previously.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21271020
  
  I am rejecting this response because: It sounds like you concur that the contract and the way it is being handled is at best unethical. When you Purchased the Dealership you should have negotiated in the price for ALL the contracts to keep your customers satisfied, leaving such shady contracts to someone that no longer has skin in the game doesn't seem to be a good business plan or maybe something overlooked.  Although I appreciate the efforts to help me with the price I checked toyota parts website and can get the Transmission for  $3,011.39 even with the cost of the core ($1000) is still cheaper than your quote of $4630. and I'm quite sure you can get the transmission for far less than I can.  I've bought 4 vehicles from Coos Bay Toyota and had all my services done there with the previous two. I would hope that you would like to retain me and my family as customers.

  If you would be willing to replace my transmission for the $3,011.39 Provide me with a rental while service is being done and reimburse me for the speed sensor that I didn't need at $301.00

  I will be glad to continue to do business with coos Bay Toyota.

   

  
  Sincerely,
  
  *****************************