Complaints

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

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  Del Toyota, Incorporated

  PO Box 72713 2945 E Lincoln Hwy Thorndale, PA 19372-0713

• 

  Del Toyota, Incorporated

  P.O. BOX 72713 Lancaster, PA 17602

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:12/26/2024

  Type:Product 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.

  On November 26, 2024, I called Del Toyota in ********* to order a Toyota integrated camera (a Toyota-branded camera). I was very specific about what I wanted and provided a detailed description about the dash cam. They allegedly ordered what I requested and went about their day.On December 4, 2024, I visited the dealership to have the dash cam installed. When I went to pick up my car, they made me pay before returning it witch I thought was weird. Upon inspection, I discovered that they had installed a completely different dash cam(a non-Toyota-branded one ,but sold by Toyota)on my windshield.I called Del Toyota and asked why they had installed a different camera without my consent. They explained that the camera I had told them to order was incompatible with my car and that the one they had installed matched my cars VIN number. However, I had explicitly stated that I wanted a Toyota-branded camera and not the one that they installed in my car. I was disappointed and felt that their actions were unacceptable. I had been very specific about the dash cam that I wanted, and they disregarded what I told them I wanted. I questioned why they hadnt informed me about the incompatibility of the camera before proceeding with the service. This would have allowed me to make an informed decision about whether to continue with the service or not.Unfortunately, Del Toyota never contacted me or allowed me to see the camera they were installing in my car. They made me pay for the service without my consent, knowing that I had received something I didnt order. Their decision to install the camera without my consent was driven solely by profit and a lack of honesty and transparency with their customers.Despite my efforts to resolve this issue, I have received no response from Del Toyota. This incident occurred almost a month ago, and I have tried to remain patient, but I am determined to get my money back and to return this camera that I didnt order or wanted.

  Business Response

  Date: 12/26/2024

  Customer ordered a Dash Cam, **********************'s website showed him the one for the 2024 model vehicle and it will not fit his vehicle. Unfortunately, he does not like the one that was installed. We removed it from the car for no cost to the customer. He is working with ********************** to resolve his issue. 

• Initial Complaint

  Date:09/19/2024

  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.

  Details of the Incident: On 09/17/2024, I took my vehicle to Del Toyota for a state inspection. During the inspection, the technician removed the previous out-of-state inspection sticker using a razor blade, which resulted in damage to the tint on my windshield. At no point was I informed of the potential risk to the tint, nor was I consulted before the technician began the removal process.

  Business Response

  Date: 10/07/2024

  We appreciate the opportunity to respond to this complaint and to clarify the situation regarding the customer's recent Pennsylvania State Inspection.
  The customer brought their vehicle in for a standard state inspection, during which our Licensed Inspection Technician inspected and passed the vehicle according to state regulations. After certifying the vehicle and issuing the necessary Certificate of Inspection stickers, the technician proceeded to remove the old sticker, which is a standard part of the process. During this removal, a portion of the Clear UV protection film on the windshield came off along with the old inspection sticker, which is when the technician first became aware of its presence.
  To comply with Pennsylvania law, which requires a clear, unobstructed area on the windshield for affixing the Certificate of Inspection stickers, the technician had to make a cutout in the bottom left corner of the windshield in the remaining Clear UV protection film to properly adhere the new inspection sticker. Unfortunately, the technician was unable to inform the customer about this before the removal, as the Clear UV protection film was only discovered during the sticker application process.  Even if the customer replaces the Clear UV protection film, a cutout will still be required for future inspections, though it can be made slightly smaller and appear more aesthetically pleasing.
  While we understand that the customer may be disappointed by the outcome, it is important to note that the law mandates a clear area for the inspection sticker. We regret that we were not made aware of the Clear UV protection film prior to the inspection process, as this could have helped us avoid the issue.
  In an effort to resolve this matter amicably, we have offered the customer a store credit of $150, which we believe is a fair contribution toward the cost of replacing the Clear UV protection film, estimated at around $200. We do believe that the responsibility for notifying us about the presence of the Clear UV protection film lies with the customer, as this is not a standard part of most vehicles and was not visible to our technician.
  We believe the resolution offered is fair and appropriate, and we consider this matter resolved.  Since the original date of the BBB dispute, the customer has challenged the charge with his credit card company, resulting in a reversal of the $169. As a result, I believe this matter is now considered closed.

  Customer Answer

  Date: 10/16/2024

  Dear Better Business Bureau and **** Toyota Representative,
  Thank you for your response regarding the damage caused to the Clear UV protection film during my recent Pennsylvania State Inspection at **** Toyota.
   While I understand the need to comply with state regulations, the cut made in the tint was handled in an unprofessional manner, causing significant damage beyond what should have been necessary. I have attached a photograph showing the damage for your review.
   I paid $249/- for the installation of the windshield tint. Since the tint film was badly damaged, it requires full replacement, not just a partial repair. I appreciate the offer of $150 store credit, but I do not need a credit for future repairs. I am requesting a direct refund of $249/-, which is the cost I will incur to replace the damaged tint.
  I hope we can resolve this matter fairly and promptly. Thank you for your attention, and I look forward to a resolution through the BBB. 

  Customer Answer

  Date: 10/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22310157
  
  I am rejecting this response because: 

  Dear Better Business Bureau and **** Toyota Representative,
  Thank you for your response regarding the damage caused to the Clear UV protection film during my recent Pennsylvania State Inspection at **** Toyota.
   While I understand the need to comply with state regulations, the cut made in the tint was handled in an unprofessional manner, causing significant damage beyond what should have been necessary. I have attached a photograph showing the damage for your review.
   I paid $249/- for the installation of the windshield tint. Since the tint film was badly damaged, it requires full replacement, not just a partial repair. I appreciate the offer of $150 store credit, but I do not need a credit for future repairs. I am requesting a direct refund of $249/-, which is the cost I will incur to replace the damaged tint.
  I hope we can resolve this matter fairly and promptly. Thank you for your attention, and I look forward to a resolution through the BBB.
  
  Sincerely,
  **** *****
  
  
   
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/16/2024

  Receipt ot tint is also attached for your ready reference

  Business Response

  Date: 11/21/2024

  I am writing regarding case [Case Number, if applicable]. Please be informed that the customer has disputed the charges with their credit card company, and the company has decided in favor of the consumer.
  As a result, we kindly request that this case be marked as resolved and closed.
  Thank you for your assistance. Please let me know if further clarification or documentation is required.
  Best regards,

  **** *******

  Fixed Ops Director

• Initial Complaint

  Date:07/01/2023

  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.

  Greeting BBB PA,I leased a 2020 ****** from Del Toyota on May 9th 2020 for 3 years. End of lease date was May 9th, 2023. I retruned the vehhicle on April 15th 2023, approximately 20 days prior to end of lease date. Someone at the dealership, or a new owner of the 2020 Toyota ****** has incurred fines on the plate that was registered in my name, because Del Toyota failed to kill the plate in my name. I was told at the dealership upon leaving the vehicle to leave the plate on the truck because we will take care of the registration for you. well, they didn't honor that responsibility. I recently started receiving late charges from the  Turnpike in my name for charges that occurred after I no longer leased the vehicle. the dealership did say they were going to pay the fines on my behalf. ok that's fine! According to PA ** **** that has not been satisfied as of yet. I spoke to the ****Turnpike ** **** and filled them in on the details and they said at this point it's best for me to get the dealership to furnish a letter stating that I returned the truck prior to its end of lease date just in case the new driver has incurred any more fines or citations on that tag which would still be in my name until May 9th 2023. The dealership has ignored my repeated requests for such a letter and flat-out denies my inquiry to such a request. I don't understand why but that's where we are today. I would like to have on file for my own protection, that during the dates prior to my official end of lease date, the truck was surrendered early on April 15 2023 and that I was no longer in possession of this vehicle and should not be responsible for it new drivers actions. thank you

  Business Response

  Date: 07/10/2023

  ******************* turned his lease on April 15th 2023. The leasing company picked up his vehicle and must have gone through a toll. We paid the toll on June 26th 2023. Please see attached copies of check, toll violation and an odometer disclosure statement showing the ******************** did turn in his vehicle as he has stated. If you need any additional information please feel free to reach out.

   

• Initial Complaint

  Date:08/01/2022

  Type:Customer Service 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.

  Although I did have a horrible experience shopping here for a vehicle, I still purchased from here because I was already approved by my bank and knew what I was going to by. My bank however, is in another state so it was going to take 24 hours for the check to get to Del Toyota. The rep ********** worked with did not believe I was approved for the rate my bank gave me. I called the bank to prove to him. He was still treating me a bit off but he said he couldnt hold the car without proof. He sent me a link to the websites pre-approval so he could be sure I would come get the car and no one would buy it. I kept telling him I did not want my credit ran because I clearly already had an approval from my bank with ****% opposed to ****%. Although I didnt want to do it, **** made it very clear its a soft pull and it wont effect my credit they just need to know I can afford the car if the check didnt come in. My check came the next day as they were told. A few days later I realized they did in deed so a hard pull on my credit. I have been going back and forth with them now they are not answering my phone calls. I was told to call Toyota corporate, I spoke to them, then they said call credit bureaus. The credit bureaus told me to call Toyota so I am now getting the run around. I have attached the text from **** (the sales rep) who assured me it would be a soft pull. I want the inquires off my credit. Thats all. I will not deal with this company any more. This is bad business.

  Business Response

  Date: 08/16/2022

  *************** came in to purchase a vehicle from us on May 12th 2022. She wanted to take the vehicle home with her that night even though she did not have a check from her bank at that time. We were more than willing to work with her but needed her to fill out a credit application. This is not to compare her rate against her banks rate it was to let her take the vehicle home without payment. We ran her credit to be assured that if she could not provide a check that she would get approved for a loan. Please see attached signed by *************** credit application.  Permission was given by *************** in writing to pull her credit.