Business Profile

Car Sound Systems

Car Toys Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Car Toys Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

91 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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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:06/16/2025
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.
My dissatisfaction is with CarToys at the ************************************* Store and the Store Manager ****** on 6/7/25. ****** is a person whom I do not wish to have any more involvement with (screwed up and doesn't want to admit it).. Reasons beingSelling me and charging me to install a backup camera I didn't need since my 2019 Jeep Wrangler I brought in for diagnostic service had a back up camera already and I was told the camera they sold me would work with my existing radio and it didn't. It all started with a 160 charge for the diagnostic; which I was fine with that charge. ****** said the camera in the jeep was not compatible with the radio I had. He said I needed a 200 dollar back up camera from CarToys and the installation was 200, but he would wave the diagnostic fee of 160 and that would fix the problem. I did't have any problem paying that because the 400 would be worth having a backup camera. After waiting over three. I was told that the camera they installed won't work either. I was charged for installation and sold a product (back-up camera) that did not fix the problem. No working back up camera! I had been there over 4 hours. I was tired of being told they "could do something they couldn't ". Why wasn't I sold a compatible radio which they make for my jeep instead of being pushed into one of there off the shelve quick fix products and thenvcharging me a ridiculous labor charge when a compatible radio would have saved me hundreds. I don't understand why I am paying installation for the backup camera and putting a radio in when they could have and should have gotten the correct radio for my 2019 Jeep Wrangler Sport that already had a back up camera. So I don't care to keep anything sold me or pay any more than the diagnostic charge. What I needed to happen after the diagnostic, was to have a professional Audio Store CarToys like is suppose to be, sell me a radio that was compatible with my Jeep and the backup camera I already had.
Business Response
Date: 06/24/2025
Hello
Mr. Holtzman,

We
appreciate your feedback and are sorry to hear that your experience did not
meet expectations. As you know, identifying the root of an issue can be
particularly challenging when there is uncertainty about what was previously
installed in the vehicle.
That
said, the radio that was installed is indeed compatible with your vehicle.
However, we understand from our recent conversation that you are not fully
satisfied with the current unit.
We’ve
both been in contact with David, the store manager at our Plano location, and
it sounds like he has identified an alternative option that may be a better fit
for your needs. I’m confident he will be able to assist you in finding a
suitable resolution.
Please
don’t hesitate to reach out if you have any additional questions or concerns.
We're here to help.
Respectfully,
Chris Graham
TX Regional Manager
Car Toys, Inc.
Initial Complaint
Date:06/02/2025
Type:Service or Repair 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.
So called 'manager' ***** was very condensing and abrasive. Lied about the conversation we had just so he could try and make the miscommunication my fault. All of my calls are recorded and even after I showed him he was in the wrong he doubled down on being disrespectful. Saying he's not going to argue with me when there was nothing left to argue about. He was wrong and couldn't even admit his mistake. I have had to go get service there 3 times for the car audio they installed and somehow it's my fault not them installing it. I paid over $1700 for an amp and one subwoofer installed that keep shorting or blowing only to be told the amp they installed is too powerful for the sub they sold me. I would think that is something they would know before selling/installing the equipment.
Business Response
Date: 06/09/2025
To whom it may concern,
Patrick, our store manager got in contact with Mr. Flerry in
the afternoon of Thursday June 5th. Patrick discussed Mr. Flerry’s
concerns, and assured him that the system Car Toys installed is within the normal
specs for us to sell. Patrick provided Mr. Flerry with a more extensive
understanding of the range depth of power handling. Patrick assured Mr. Flerry
that the Audio claim was filed same-day as his service appointment of the amplifier
inspection with us, and subsequently a replacement subwoofer was ordered within
the same service appointment as well. Patrick offered Mr. Flerry an exchange
for the same replacement subwoofer, and to warranty the defective one out under
his original purchase agreement. Patrick also extended an offer to exchange the
defective 2-ohm subwoofer, for a 4-ohm version subwoofer. Patrick also assured that
he would continue to explore other options in partnership with continued communication
with Mr. Flerry. Mr. Flerry seemed to be okay with this resolve to the best of my
understanding.

Respectfully,

Logan Hoffman
Customer Answer
Date: 06/10/2025

Complaint: 23407508

I am rejecting this response because:
Unfortunately not only has it been 5 days since this conversation it has also been 20 days since the replacement was 'ordered' it took less than a week last time. My appointment was on May 21st it is now June 10th? Supposedly the replacement was 2-3 days out from our conversation on the 5th? Now speaking with someone today June 10th he states the replacement should be here tomorrow as it was sent to them overnight? Getting lied to time and time and time again is infuriating. Its ok to tell the truth and be humble when you make a mistake. As far as 'more extensive understanding of the range depth of power handling' i don't think saying "i can't even say that if you spent a million dollars on anything that you wouldn't damage it' is a 'more in depth' understanding. I've had systems before that cost way less that have never had an issue.
Compensation for all of my wasted time do to lies is warranted.

Sincerely,

Anthony Flerry
Business Response
Date: 06/21/2025
To whom it may concern,

We contacted Mr. Flerry, and
he agreed to come back into our Central Aurora store location on Tuesday, June
24th at 10am. Mr. Flerry is allowing us to upgrade him to a superior Alpine
amplifier. The Central Aurora Store Manager, in collaboration with the
Central Aurora Installation Manager, will be there to ensure the customer’s
satisfaction of the job done is met. We are thankful for the opportunity to work with
Mr. Flerry.

Respectfully,
On behalf of Logan Hoffman
COL Regional Manager
Car Toys, Inc.

Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23407508, and find that this resolution is satisfactory to me.

Regards,

Anthony Flerry
Initial Complaint
Date:06/02/2025
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 my name is ******** and the account is under my husband **** ****** I would like someone to call me about the nonstop problems with our stereo system and the speakers its been nonstop problems and my husband has to keep taking time off of work just to come in and we lost out on $4000 because of all the time he had to take off and plus gas and get it fixed just for the same problem over and over to keep happening this has been going on far to long now and other problems and we live 3 1/2 hours from the Location on 82nd we never had any problems until store on ****** car toys touched it and then from there, its just been nonstop problems and The speakers we just bought and they sound like s*** already and when we took it back in and told them what is going on every time they get an attitude about it but there is no way in h*** we should keep having problems and you can go back in our file and you can see nonstop coming into you guys and like I said my husband has to take off days from work every time we have to bring in the vehicle and we live 3 1/2 hours away!! And **** at the 82nd store is really rude about the situation!! We shouldnt have to keep coming in nonstop multiple times out of the months just to figure out whats going on with our stereo!! My husband shouldnt have to keep taking time off of work nonstop, just for the same nonsense to keep happening!! And 5-17 we took the truck in once again and whoever the person that helped us has no clue on what he was doing at all!! At this point, we just want some money back you can see how much money we spent with you guys and we spent a lot already for the same problems and different problems to keep happening!! And they want us to pay another 1600 And mind you we have already paid out alot of money we just want to go somewhere else at this point
Business Response
Date: 06/11/2025
Hello Cody and Brittney Searls,

I contacted the store to gain further insight into what transpired
in this situation. At this point I think it is best we connect by phone so I
can understand your perspective of the problems arising, and how we can address
them best. We do offer a lifetime labor warranty on our work, and we would be
more than happy to work with you to fix any issues you may have. I will be in
contact with you directly by phone.

Respectfully,

Don Longworth
Regional Manager Team PNW
Car Toys, Inc.
Customer Answer
Date: 06/11/2025

Complaint: 23406174

I am rejecting this response because:
Ever since we came to car toys to get our stereo done it’s been nothing but problems multiple times and still is nothing but problems we have replaced our stereo multiple times and the harness wire multiple times then multiple upgrades already and we shouldn’t have to do another upgrade just for our stereo to work right and to have good speakers that don’t pop every second in the GPS goes out nonstop. It always says we’re in the ocean or in a field and we use our GPS a lot for dog shows, and so my husband can use it for work and my husband is missing so many days of work and pay because we have to constantly keep coming out to you guys just to get it fixed just to leave within minutes for it to not work again and we shouldn’t have to keep coming out multiple times out of the month and like I said we live three hours away plus all the gas we have to pay for!! It would be highly appreciated If you would give us a call today because we should not have to keep driving around without any music going or GPS.

Sincerely,

Cody Searls
Business Response
Date: 06/19/2025
To whom it may concern,

I spoke with Brittney and Cody today and sent up an
appointment for them to go to our Clackamas location on 6/20. We will upgrade
their amp and subwoofer at no extra cost to them, and continue to address any other issues
they have.

In collaboration with,

Don Longworth
Regional
Manager Team PNW
Car Toys, Inc.
Initial Complaint
Date:05/14/2025
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.
In MarchApril 2025, I had my vehicle serviced at the CarToys ******************* location. During the first visit, CarToys damaged my windshield, interior panels, and a personal trinket. The business acknowledged only the windshield damage. During the second visit, the same personal item was again mishandled, and no further accountability was taken. These repeated incidents demonstrate a clear lack of ***************** CarToys request, I obtained a quote from **** for professional reinstallation of the damaged interior panels. The labor cost is $220. CarToys provided the necessary replacement parts and stated they would issue a $16.98 refund (as of May 13, 2025), which has not yet been received.Throughout this process, I made every effort to resolve the matter professionally. I clearly communicated that, based on the consistent pattern of damage, I would not authorize CarToys to perform any further work on my vehicle. I even offered to bring the car to a repair shop of their choosing if it aligned with their preferred cost. They declined. Their only current offer is for me to return to a CarToys location for additional repairswhich I cannot accept, given their track record.Despite requesting the quote themselves and receiving it in good faith, CarToys has refused to cover the $220 labor cost. I extended a resolution deadline through May 23, 2025, and asked for a solution that does not involve placing my vehicle back in their hands. No viable alternative has been *********** this point, I am seeking reimbursement of the $220 I paid **** to fix the damage caused by CarToys, along with written acknowledgment of the mishandling. I have no interest in escalating this further, but will consider small claims court if not resolved in a timely and fair manner.
Business Response
Date: 05/21/2025
To whom it may concern,

Two retention clips were accidentally broken upon the removal of two panels on Mr. ******** **** Maverick. Instead of simply replacing only the retention clips, our Park ******* management team took the liberty of ordering and paying for *********** to receive two entirely new panels. The management of the ******************* location then offered to install those panels, and give Mr. ******** the option to monitor the installation to ensure his full satisfaction. Mr. ******** regretfully declined the ******************* offer of installation. Our Park ******* management team then offered to facilitate another Car Toys location to complete the installation of the replacement panels for Mr. ********* *********** also declined this offer. Please know that these panels will take less than five minutes to install each one, and our management team is still extending these two reasonable options to Mr. ******** to complete these cosmetic repairs.

Respectfully,

***** *******
COL Regional Manager
Car Toys, Inc.

Customer Answer
Date: 05/22/2025

Complaint: 23327551

I am rejecting this response because:

Thank you for your response. While I appreciate that the damage to my vehicle has finally been acknowledged, I need to correct several mischaracterizations in your message.

From the outset, this situation has not been handled honestly or professionally. I was repeatedly misled about the status of the parts and the nature of the required repair. I was told by your store that the panels would need to be reinstalled and was instructed to obtain a quotesomething I went out of my way to do. I spent weeks emailing, calling, texting, driving back and forth, and doing all the legwork. At no point early on was I told this was a quick five-minute fix. That claim only surfaced after escalation, once I had already done all the work to push the issue forward.

The so-called offer to install the parts in person didnt come until after you made me drive up just to pick up the panels. That was not proactive serviceit was reactive, and even then, I had to initiate and follow through at every step. To now frame that as a reasonable offer you extended from the start is simply not true. You werent doing anything100% of the effort came from me.

Now, your team suddenly presents itself as knowledgeable about my vehicles design. But if that were the case, the original damagebroken retention clips, mishandled panelswould never have occurred. I trusted both **** and CarToys to know what they were doing. I gave CarToys the benefit of the doubtuntil they proved otherwise.
I have no confidence in allowing the same individuals who caused the damage and mishandled the situation to work on my vehicle again. That is not an unreasonable position. Framing it that way completely minimizes the inconvenience and frustration Ive experienced due to your teams actions.

Whether the install takes five minutes or fifty is irrelevant. This was never about timeits about professionalism, accountability, and trust. The fact that this dragged on for two months says everything. Ive made it clear I do not want further work done by your team, and I expect that decision to be respected.

Sincerely,

****** ********
Initial Complaint
Date:03/25/2025
Type:Service or Repair 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.
I went in for service today with my vehicle and found out that car toys never put back the moisture guard that was supposed to beon the door because of this I was not able to get an understanding as to why my car door was vibrating. I went in there got a diagnostic done at my ****** from from there, they check the door and could not resolve the issue. I later took it upon myself to ask them where my barrier was, and told me it had been removed and replaced with some soundproofing padding that I purchased from car toys because of this there was mildew growing inthe door due to exposures. I called car toys and spoke to the manager about this in hopes to resolve it peacefully he said he cannot do anything as it had beenthree years since that time of the installation I had informed him that I would just contact the Better Business Bureau that seemed to upset the manager leading to him up the phone on me. This is not my first issue with car toys, as I had a problem before when they decided to not fix my speakers properly **** had to ask them through the Better Business Bureau to fix it, they did so and compensated the entire project. I hope I can resolve this situation if needed. I can send pictures as well of the interior of the door panel. Please keep in mind that also on the phone I to the manager about why that wasnt there and they informed me that this was normal for them to remove the barrier. How do I known thatthey were going to remove it? I wouldve told him to keep it and not put the padding there, but they did not inform me that they would remove a partthat was a part of my vehicle. I believe that this should be compensated, not only for having to pay for service of a diagnostic fee ******, but for the replacement of the part as well, I looked up the part and even called ****** and the part alone is $90
Business Response
Date: 04/03/2025
To whom it may concern,

We will reimburse Mr. ************* for the requested amount to settle his claim.

Please let us know if you have further requests.

Thanks,
Don

Don Longworth | Regional Manager
Customer Answer
Date: 04/03/2025

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.

I would like to thank you for handling this situation properly and promptly and i also would like to verify how i can receive a reimbursement on this, and i wanted to make sure that you understood that each vapor barrier part lost it the vehicle is two barriers, which from ****** cost me 90 dollars a pop, as well as service which is 150. Please let me know when we can discuss this and i will be in touch. My email is ********************** and my contact is **********.

Sincerely,

******* ******-******
Customer Answer
Date: 04/09/2025
Im filing this complaint because I had a previous complaint that I did **** as resolved, but it is unresolved with car toys. Please note that this situationis in regards to the discovery of my parts on my car doors for my driver and passenger missing for my vapor barriers on my doors Car toys remove these parts without consent or without notification. I still await a response from car toys on how they will resolve this issue on the last complaint, they did except to reimburse the $330 that I was requesting, but it is currently still unresolved and I wanted to make complaint just in case. I was working with *** ********* from the previous complaint. I will include my information so that *** *** reach out if necessary, which would be my email ********************** or my phone number at ************.
Customer Answer
Date: 04/09/2025
Hello,

My name is *******, you are currently handling my BBB complaint with care toys and i wanted to make sure that car toys understood that my reimbursement that i was asking for is 300 dollars, i saw that my claim didnt have a request amount and i wanted to make sure car toys knew i was asking for this amount. Thank you
Business Response
Date: 04/09/2025
To whom it may concern,

I spoke to *******, and we agreed to reimburse him $300 and have the Tigard location reinstall sound dampening material into his front doors.

Let me know if you have any other questions or requests.

Thanks,
*** *********, Regional Manager
Customer Answer
Date: 04/09/2025

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.

Sincerely,

******* ******-******
Initial Complaint
Date:03/24/2025
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.
I visited Car Toys in ******* on March 23, 2025, and purchased a Pioneer DX 3000NEX Android Auto head unit during their advertised "Free Same-Day Installation" promotion. The ad also included a free backup camera with qualifying purchases ($199+).At the time of the sale, I was told the additional cost was for adapter kits. However, after reviewing the invoice, I discovered that I was charged $625 in labor alone. The camera was listed as $0.00, confirming the promotion was ********* requesting a partial or full refund of the labor charge, as it contradicts the Free Installation promotion and was not disclosed clearly. I am happy to provide the invoice and screenshots of the promotion if needed.Ive since visited another Car Toys location, where staff confirmed that this is their standard rate, even under the free install promotion. I believe this is misleading and contradicts the advertised offer. Industry-standard labor for this work is far lower typically $200$300 total in the ******* area.Ive reached out via email (twice), visited the store, left a review, and filed a complaint with the WA Attorney General. Im now seeking support from the BBB to help resolve this issue.
Business Response
Date: 04/03/2025
To whom it may concern,

We have provided Mr. ***** with the paperwork requested showing the charges that were agreed to upon time of purchase. We have also provided Mr. ***** with a $125 plus tax refund out of a show of good will.

Please let us know if there is anything further Mr. ***** needs.

Thanks,

Don Longworth | Regional Manager
Initial Complaint
Date:03/20/2025
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.
Brought my ****** from the dealership to Car Toys to install a subwoofer and amp in November 2024 ********, *****. (1)This is an off road vehicle, but the tech installed the amp underneath my front seat. I asked for it to be installed in the back, however the tech stated it needed to be install underneath the seat to prevent overheating. Later found out that this information is not true. (2) The tech scratched my glove box, he admitted he caused the damages. He said bring it back and he would try and fix it. I had to call another local car toys. The manger had to contact the car toys who did the install to inform the manager to file a claim. (3) The tech installed a bass volume by drilling a hole in my dash. I informed the tech this is a lease vehicle and I can't have any aftermarket permanently attached. He stated he didn't tell me before install because it was a "suprise" and refused to file a claim for the dash. (4) Tech cut my carpet out and removed my a/c vents underneath my seats in oder to install the amp. (5) There is exposed speaker wiring along the seams of my passenger back seat. It's my responsibility to return the vehicle in the "exact" condition purchased for my warranty and lease agreement. The only thing I'm asking is for car toys to repair the damages they caused to my lease vehicle. I have unsuccessfully contacted Car Toys over the phone and in person for the last 4 months and still no resolution!
Business Response
Date: 03/28/2025
After reviewing the situation with our management team, it seems there was some misunderstanding regarding the placement of the products. They believed they had set clear expectations for the installation process beforehand.

We want to assure you that the replacement glove box was ordered as soon as the issue was brought to our attention and is currently on hand. Additionally, the store has been actively working on a resolution for your other concerns, and they are confident they have found a solution that will address them.
You should be receiving a call from the installation manager soon to discuss the next steps. Please dont hesitate to reach out if you have any further questions or concerns.
Respectfully,
***** ******, Regional Manager
Initial Complaint
Date:03/09/2025
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.
The body control monitor on my 2001 dodge grand caravan es failed to turn on the backup lights and backup camera that was installed by cartoys in ********, wa shortly after the camera was replaced due to a problem with the camera that they installed. I already had replaced the original backup light bulbs to led because I could not see much at nightime. Cartoys installed a new camera with its own lights but after a few days the *** failed. I had it replaced at ***** in ******** but they said if it failed again then it had to be the backup camera. Cartoys disconnected the camera from the *** told me to remove the led bulbs and replace wit the original bulbs. They said if they reconnected the *** and it fails again they wont take responsibility for a new ***? They have had to replace the backup camera several times due to problems since the install in 2014. I said I would like to have the camera reconnected to the *** but they wont guarantee it?
Business Response
Date: 03/17/2025
To whom it may concern,

Install Manager ******** ***** called Mr. ****** Friday 3/14 to discuss the issues he is having with his **************************************************************************************** proof that is caused by the back-up camera. We will gladly reconnect the back-up camera if that is what Mr. ****** wants but we will not be held liable for repairs if there are more issues with the ***.
Respectfully,
*** *********,
Regional Manager - **********
Customer Answer
Date: 03/17/2025

Complaint: 23041638

I am rejecting this response because:
I had to problem with the *** with any of the other cameras you installed so maybe you should install a different backup camera?
I like the camera because I can actually see whats behind me when backing up in a dark place at night. I have to turn it on and off manually.
I also wonder how many of the cameras with their own lights have you installed in other cars and there were no problems with the ***?
Sincerely,

******* ******
Initial Complaint
Date:03/03/2025
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.
Complaint Against:CarToys **************** **************************************************************************************** Account Number: ********** Purchase Date: 03/03/2025 I am filing this complaint due to misleading sales practices, poor product quality, and refusal to provide proper customer service.I purchased a PAC RadioPro Class 1 ($119.99) after being assured it would retain all factory features in my 2005 ***** Silverado 2500HD. However, it does not retain steering wheel controls or OnStar, which was never disclosed to **** also purchased a FRTC 1500 FT MAX RANGE remote starter ($99.99) and an ALARM4YR1 warranty ($129.99). I was never informed that the $129.99 charge was a warranty. When I attempted to return both, I was told I could only receive in-store credit because the clerk did not want to wait for the system to process a refund, despite CarToys No Hassle, Free Returns policy. I was forced to use store credit and still had to pay an additional $43.09.With the credit, I purchased a STIN Dash Cam 2CH ($169.96), expecting high quality. Instead, the camera does not record in Full HD, lacks night vision, and is poorly designed. I also bought a PACC Steering Wheel Control Module ($89.99), which was used, covered in tape glue, missing pieces, and had cut wiresyet was sold at full price without disclosure.Since these issues arose, I have called multiple times and either been hung up on, placed on hold indefinitely, or told a manager would not assist me. I live 3.5 hours away and cannot keep dealing with this negligence.I am requesting:1.A full refund for the RadioPro, Dash Cam, and Steering Wheel Control Module.2.A refund for the $129.99 warranty I was not informed of.3.A refund for the additional $43.09 I was forced to pay.If this issue is not resolved, I will escalate it to consumer protection agencies and legal channels if necessary.***** ****** ********** *****************************
Business Response
Date: 03/11/2025
Thank you for bringing up this situation with us and we have been trying to reach out to help resolve this for our customer. ********************** does have a 30 day return or exchange policy. It is unfortunate that the parts bought did not meet your expectations and that the credit towards other products also did meet your needs. Please contact the store and ask for the store manager. He typically works Tuesday through Saturday and looking forward to speaking with your to better understand your needs. We understand this may be inconvenient for your to return the items and we can find ways to help resolve this for you.

Thank you,

***** *******| Regional Manager Colorado
Customer Answer
Date: 03/11/2025

Complaint: 23016318

Subject: Re: Complaint Response Unresolved *************************************************** you for your response. However, your resolution does not adequately address the issues I experienced, nor does it align with CarToys stated No Hassle, Free Returns policy. Additionally, despite your claim that CarToys has been trying to reach me, I have not received a single phone call, email, or any other form of communication from your company attempting to resolve this matter.
1. Misleading Sales Practices I was explicitly told the *** ******** Class 1 would retain all factory features in my 2005 ***** Silverado 2500HD, which was false. The salesperson failed to disclose that it does not retain steering wheel controls or OnStar, leading to a misinformed purchase.
2. Return Policy Violation I attempted to return both the remote starter and warranty, but was told I could only receive in-store credit because the clerk did not want to wait for the system to process a refund. This contradicts CarToys advertised No Hassle, Free Returns policy. Furthermore, I was forced to pay an additional $43.09 for replacement items.
3. Defective and Used Merchandise The ***C Steering Wheel Control Module I received was used, covered in tape glue, missing parts, and had cut wiresyet was sold to me at full price without disclosure.
4. Lack of Communication & **************** I have called multiple times and either been hung up on, placed on indefinite hold, or told a manager would not assist me. Now, Im being asked to travel 3.5 hours to resolve an issue that should have never occurred in the first place. Furthermore, your claim that CarToys has attempted to reach me is completely false, as I have received no phone calls or emails regarding this matter.

Your response does not offer a real solution. I have already made extensive efforts to resolve this issue, and I am not willing to waste more time dealing with store representatives who have already refused to assist me.

I expect:
A full refund for the RadioPro, Dash Cam, and Steering Wheel Control Module
A refund for the $129.99 warranty I was not informed about
A refund for the additional $43.09 I was forced to pay

If a resolution is not provided, I will escalate my complaint to consumer protection agencies and legal channels if necessary.

I expect a written response with a concrete resolution within 7 days.

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

Business Response
Date: 03/21/2025
Hello,

The customer was able to get in touch with the store manager to address his concerns. He will be in Saturday for the refund and we appreciate the customers patience as we resolve this issue.

Thank you,
***** *******, Regional Manager - ********
Customer Answer
Date: 03/21/2025

Complaint: 23016318

Subject: Re: Ongoing Issue Still ******************************************************** you for your message. However, I must clarify that your statement is inaccurate. While I did speak with the store manager, no date or time was ever confirmed for me to come in.

As I have mentioned before, I live 3.5 hours away and Im currently in the police academy, which makes an in-person visit extremely difficult. I even suggested shipping the items back as a solution, but that was refused without any alternative offered.

I have been clear and cooperative throughout this process, and *** repeatedly asked the store manager to simply make this right. I am still fully expecting a complete refund for the misrepresented, defective, and improperly sold products.

It is extremely frustrating trying to work with a company where there is little to no communication between locations or departments. Let me also reiterate that prior to me reaching out to another CarToys location myself yesterday, no one from your company had attempted to contact me, despite claims otherwise.

I remain willing to work toward a resolution, but it needs to be one that respects my time, circumstances, and the clear facts of this situation. I expect a written response offering a concrete and realistic refund solution that doesnt require me to travel hours out of my way.

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

Business Response
Date: 03/28/2025
Hello,
I worked with the store manager and let him know based off your situation of living far away, we will accept your refund when you ship the items in. We will verify everything is there and contact you to confirm the refund. Thank you for offering up a solution that we can help work with you on.

Thank you,
***** *******, Regional Manager
Customer Answer
Date: 03/28/2025

Complaint: 23016318

I am rejecting this response because: will you guys be providing a shipping label

Sincerely,

***** ******
Business Response
Date: 04/04/2025
I spoke with the store management, instructing them to email the customer a label so that the product can be shipped back to the store. Once the product has been received, the store will check the product before processing the return.
Sincerely,
***** *******, Regional Manager
Initial Complaint
Date:02/17/2025
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 brought my truck to this store on 2/16/2025 for a backup camera repair. They told me new camera is $70 and labor to connect it is $280. They claimed it needed to be connected all the way to the radio. I later discovered that connection was there in the back of the car which would have taken them 5 minutes to connect it. I ended up paying $80 for diagnostics and wasting over an hour of my time and got nothing in the end. God knows how many people are over charged and scammed every day in this store!
Business Response
Date: 02/27/2025
To whom it may concern,

You brought your vehicle in for a diagnostic and you were charged our shop minimum fee for the service of troubleshooting your back up camera not functioning. Our technician identified the problem and notified you of the issue, therefore rendering the service you agreed to and paid for. You were offered to have the camera repaired by running a new cable and having the old camera replaced with a new one so that we could guarantee a safe and reliable product in your vehicle. You chose not to have that service performed at the additional cost. We at Car Toys did what you agreed to and paid for. If you would like your $80 back, we will refund your money, but this not based on Car Toys doing anything wrong.

Thank you,
*** *********, Regional Manager - **********
Customer Answer
Date: 02/27/2025

Complaint: 22953843

I am rejecting this response because:
You are not addressing the real issue which is lying about the diagnosis. I dont need the refund. I was hoping you recognize the issue and admit you have a problem with your employees over charging people.
Sincerely,

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

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