Business Profile

Car Sound Systems

Car Toys Inc

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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:01/21/2025
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 went in today to get a radio installed on my 2017 4Runner. They charged us $406.81 to get the radio installed and when they finished the job we went to check the radio to make sure eveything was working. Every button in my steering wheel did not work. We called the store immediately and let them know the issue. The manager stated that it was working when they did the checks at the shop. I told him we were there 10 min ago and I assured him none of the buttons were working on my steering wheel at all. I expressed my concerns that we were charged $406 for a job and now my car isnt working properly. The radio works yes but none of my controls on my stereo work and I think when you own a business you shouldnt let a car leave without fully working properly. He said that it is an android radio and sometimes things will stop working and he said he told us that before install. That was not mentioned because if it was my husband would have installed the radio himself and saved $406, the only reason we had a shop do the work was to 1. Have a warranty and 2. To make sure all the buttons were working after install and this was not the case. I feel scammed out of $406 and now my car isnt working properly.
Business Response
Date: 01/23/2025
We do guarantee our installation for life and the customer did bring in an aftermarket product that we do not sell. We did express to the husband that these products can sometimes have glitches from what we have seen in the past and he understood this prior to install. We did bring in the customer at no charge to verify our installation was done properly. We did get the unit working again with a reset and this unit is mostly all plug and play, especially the steering wheel controls. If the steering wheel controls stop working again, then it is a problem with the aftermarket unit that we didnt sell, and the customer will need to contact that manufacturer. We will be more than happy to continue to assist our customer with installations or possibly find another option that we can back with our product warranties. Thank you for working with us to find a solution that best fits your needs.

Thank you,
***** *******,
Regional Manager - ********
Customer Answer
Date: 02/12/2025
Although the company did take the car back and fix the radio. Yes my buttons on my steering wheels are working now but my center counsel has been pooping out since they gave it back. It keeps popping out like it wasnt set in properly. For paying $400 plus dollars for an install its one problem after another and its ridiculous.
Please see pictures

Business Response
Date: 02/19/2025
We have a lifetime guarantee for installation to address this issue you are having. We will be able to address your issue promptly but have not been able to reach the customer to set up an appointment. The managers at the location have called Feb12th and then again today 2/19. Please reach out to the management team at your earliest convenience for an appointment. We apologize for any inconvenience this may have caused and look forward to serving you soon.

Thank you,

***** *******| Regional Manager Colorado
Initial Complaint
Date:01/20/2025
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.
I'VE PURCHASED OVER ********* IN STEREO EQUIPMENT FROM CAR TOYS IN SOUTH CENTER AND FOR THE PAST 3 MONTHS I HAVE BEEN HAVING ISSUES WITH A LOT OF THE PRODUCTS I'VE PURCHASED. I LIVE IN **************************** AND I DRIVE ALL THE WAY TO ************ BECAUSE THEY DON'T ANSWER THEIR PHONE. FOR THE PAST 3 MONTHS I'VE BEEN GOING BACK AND FORTH TWICE A WEEK TO GET MY ISSUES FIXED AND EVERY TIME I GET THE RUN AROUND AND MY ISSUES ARE NOT BEING FIXED ALL THEY KEEP DOING IS TRYING TO SALE ME NEW THINGS SAY IT WILL FIX THE PROBLEM. I NEED HELP BECAUSE THEIR CORPATE OFFICE IS JUST EMAILS ONLY AND NO ONE RESPONDS.
Business Response
Date: 01/31/2025
To whom it may concern,

I have spoken with Mr. ******** regarding the outstanding issues with his **************** We have agreed to have ***** ****** set up an appointment with Mr. ******** so that he can troubleshoot the cause of the issues with the subwoofer and back up camera and attempt to fix them.

Thanks,
*** *********,
Regional Manager - **********
Customer Answer
Date: 04/22/2025
Good day I had fille a complaint against this company and the regional ******* did attempt to help me by replacing the radio and giving me ****** in a gift card for my gas for all the times I had to drive to get this problem fixed. 2 weeks ago I went into the store because I was still having the same issue with the radio and I had been working with ****** and the manufacture team of the radio to fix my issues. Upon going into the store I notice there was a new ******* and the tech ******* that installed my radio. I was trying to tell ******* that I was still having the same problems and he wanted to be very rude and out of control with me as if I was stupid telling me it's me and not the radio. I have the ******* ****** before he left and the Asst. ******* and and one of the tech that saw the same issue because they was doing the same thing when I came once before. I kept this same radio cause ****** asked me to give him one more chance to make it work before he replaced it with a different Radio that is made for my vehicle. well after going into the store and seeing he was not there and having a big rude PTSD moment with ******* because of what he said and because I've been patient enough over this matter. I just rather give this radio back and get my money back or they replace my radio and let another store do my install because of the service I've been getting at that location I will never step one foot in that door again. And note since 2023 until now I've spent a lot of money in that store and I've also been over charged for installs that was not completed and to get the customer service I've gotten is not cool and that new ******* needs to be replaced as well because he do not know what I been dealing with and when I tried to explain it to him with a level head he was out of control as well which I had to walk away from. This is my last and final attempt and then I will take other legal measures.
Business Response
Date: 05/06/2025
To whom it may concern,

Please know that we are addressing Mr. ********** concerns. We have ordered a new screen for Mr. ******** to replace the screen he is not happy with. The screen is on back-order but we are scheduled to get it by mid-June. Once the new radio comes in, we will happily make the swap.

Thank you,

*** *********
Regional Manager Team ***
Car Toys,Inc.
Initial Complaint
Date:01/19/2025
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 bought a remote start as a Christmas gift. The reason I purchased the unit that I did was that installation was included in the purchase price. I went in today for the installation and was told that it would cost an additional $250 which is more than I paid for the unit. This is clearly a bait and switch SCAM. I asked to return it for a refund to be told that the location was unable to take it back since it was purchased online. I've emailed customer service and naturally they are unavailable on the weekend. I would like to return this item for a full refund or for Car Toys to do the right thing and install as advertised.
Business Response
Date: 01/28/2025
To whom it may concern,

We apologize the website was not able to take into consideration any additional installation charges based on the make and model of your vehicle. If you would like to refund the product you are more than welcome to come into the store for a full refund. Let us know when you would like to come in and we can arrange for the refund.

Respectfully,

Don Longworth | Regional Manager Team PNW | Car Toys,Inc.
Initial Complaint
Date:01/07/2025
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.
On Sunday, 1/5/2025 we brought our Jeep in due to the stereo system shorting out. (*******************, Frisco tx) They said it would be a couple hours. We live more than ******************************* the area until they were done with Jeep. We received a call hours later from the technician stated he lost our Jeep key. My husband and I were shocked and stated it was our only key and they had to come up with an immediate solution. The technician said he would call his "Key guy" to make another and he would be there in 5 minutes. We waited for over an hour with perishable groceries and when the guy still hadn't arrived, we told the technician we had to drive home so our food wouldn't spoil. The technician said it would be done by 4 pm and he would call us then. At 5:30 pm, we had to call back and they said we could come before close and get the key. We drove out and when we arrived they said that the new key works manually, but the fob will not allow keyless entry lock and unlock and the remote start does not work. There was no apology given, no statement that they would correct this situation. My husband and I were very frustrated as we felt we were patient and understanding up until that point. We informed the technician and supervisor on duty that was not acceptable and they needed to fix it by providing us with a key that had all the same features as the key they lost. Accidents happen, but the burden on them was to make it right. The technician then tried to upsell me and have me purchase a remoteless entry key product at the store so he wouldn't have to call the key guy back. We declined. After we drove home, we discovered that when we go to manually lock/unlock our Jeep with the new key fob, it triggers the alarm in the Jeep so we currently have no way to secure our vehicle. This is one of the most disappointing and insane displays of unprofessionalism and incompetence that my husband and I have ever witnessed and it needs to be addressed immediately.
Business Response
Date: 01/14/2025
Good day **** & ********,
Im sorry to hear about your experience and appreciate you bringing your concerns to our attention. Weve been working closely with the store manager to address the issue, and I understand he has reached out to assist you with the replacement key fob. It sounds like a solution is in place, but please dont hesitate to let us know if theres anything further we can do to support you.
Respectfully,
***** ******
FTX & HTX Regional Manager
Car Toys, Inc.
Customer Answer
Date: 01/20/2025

Complaint: 22778062

I am rejecting this response because: we have yet to be reimbursed for the replacement key fob. Once we receive payment for the replacement key, we will be satisfied.

Sincerely,

**** And ******** **********
Customer Answer
Date: 01/29/2025
Car toys followed through on initial agreement and reimbursed for price of lost key.
Initial Complaint
Date:11/21/2024
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.
I bought an Apple CarPlay stereo from the location in ****** on ********************* in 2019. After that, I needed to buy another apple CarPlay stereo from the same location on June 27 of this year. I will included the invoice in this complaint. The ************* that I got was over $1000 as the invoice will reflect. On November 3 I got in an accident and my vehicle was totaled. I realize that I cannot get the money back from the install because car toys did the work and that I cannot return the radio and just pay the restocking fee because it has been pass 30 days so I asked if I could at least get a refund on the warranty. Theres no way I can use that. I do not know how to uninstall the radio, and theres nobody that can help me. I called car toys on 11/21 asking if I could get the refund for just the warranty or at least a partial refund. I was told no. I have been a customer of toys since 2019. A repeat customer fact. I still have this financed with over $1000. The warranty was $329.99. That is what Im asking to be refunded to me or at least a partial refund.
Customer Answer
Date: 12/02/2024
Car toys mailed me a check for the warranty so they did what I asked. You can close this complaint to my satisfaction, thank you.

Mark
Initial Complaint
Date:10/24/2024
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.
Date was october 10, 2024. Complaint to Car Toys Issuquah, ***I paid $113 to have my *** fixed. They did some troubleshooting and determined they needed to replace the **** I said great if thats whats needed. After an ugly install I drove home 78 miles to find the *** is still not charging my phone. I returned for a refund and have them remove their product. The owner stated they do not refund labor. I said you sold me a product and installed it that foes not work. Very frustrating to give away my money only to be worse off.
Business Response
Date: 11/04/2024
Hello,
The customer came in and expressed her **** *** was not charging her phone. Upon inspection and evaluation, the technician was able to ascertain the function of the **** The function is to data sync so that either Apple carplay, or Android auto shows on the screen. That function works properly, and the sync was successful. The customer is upset because the *** doesnt charge her phone fast enough while plugged in. It was explained to her that the intention of the *** is to data sync, the primary function is not intended to solely charge her phone. The purpose of the *** is to sync the phones data, to that effect it does work properly. It even charges her phone but not as fast as she says it's supposed to.
The customer was refunded.
Respectfully,
***** *********,
Regional Manager - **********
Customer Answer
Date: 11/22/2024
Hello
Regarding car toys claim 22470500

The car toys response to my complaint is a lie.

I walked in and stated my built in usb is not charging my phone. Car toys stated no problem they can fix this issue by replacing the usb port which they did.

They replaced the usb and it did not fix the problem

I returned 4 days later to get a refund because the new usb did not fix the charging issue. During this visit the owner was there and stated he will not refund labor. He refunded 17$ for the usb.

His store sold me and installed a product that did not solve the problem. Period. I wanted a refund.

The owner stated "its the installers fault and there is nothing he can do".

This store is a scam.

****** ******
************
Initial Complaint
Date:10/24/2024
Type:Sales and Advertising 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 them a digital AD screen to install on my Tesla. They looked at it and agreed to install them. The technician was inexperienced and applied too much pressure on the glass roof. I had to replace the entire roof which is costing me $2500. They made me come back after they broke the glass to sign a waiver form.
Business Response
Date: 11/04/2024
Hello,
We are following our shop claim processes as is procedure in such cases. Currently, we are awaiting approval at the time of this writing.
Respectfully,
***** *********,
Regional Manager - **********
Initial Complaint
Date:10/15/2024
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.
The nature of this dispute is the following:1) Lost property 2) Poor product installation 3) Damaged property 4) Defective property 5) Poor customer service 6) Insufficient proposed refund 7) Insulting customer when attempting to discuss resolution 8) Abnegation of responsibility for care of Customer's property
Business Response
Date: 10/18/2024
Hello Mr. ***************** am sorry to hear about the challenges you have been experiencing. I know you have been in contact with the regional manager and he is working with the store manager to find a solution. Please reach out if you have any other concerns.
***** ******
Customer Answer
Date: 11/13/2024
I have been in communication with Car Toys executive management that has indicated a willingness to resolve the issue but has been slow to take action.

So, this issue remains open.

Thank you in advance.

Regards,
**** *******
************
Business Response
Date: 11/18/2024
Hello,
I do apologize for the delay. We have been looking into the situation and should have final answers for you this week. However, we don't have the answers in time for this BBB response unfortunately.
Respectfully,
***** ******,
Regional Manager - *****
Customer Answer
Date: 11/18/2024

Complaint: 22424472

I am acknowledging receipt of the latest communication from Car Toys. Per the communication, Car Toys is working towards resolution. So resolution is pending but still unresolved.

Sincerely,
** *******
Business Response
Date: 12/09/2024
We made our decisions and sent them to you via email on November 19th. I hope your appointment this past Saturday went well and we were able to wrap everything up. Please contact us if you need anything further.
Respectfully,
***** ******,
Regional Manager - *****
Initial Complaint
Date:10/06/2024
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.
Date of transaction: 9/27/2024 Amount: $194 - interior detail classic package On 9/27/2024 We took our recently purchased 2007 ****** versa in for our schedule to leave overnight for a next day detailing service to Car toys in *******, ***On 9/28/2024 the service department texted me and called me to let me know the vehicle was ready for pick up, when i arrived to pick up our vehicle and i have photos showing the service offered on their classic detailing package was not performed all was noticed was a simple vacuuming that was done to it, i ask the supervisor what was done and he inspected and admitted the vehicle was not detailed and asked me if i could leave it overnight again, we did leave the car again and when i called to ask if it was ready i got two different answers try picking it up at 7p then i was placed on hold and the manager by the name of **** stated i could pick up at that moment, when i arrived to the cartoys center, i have photos showing our vehicle got a semi detailing not as advertised. Im disappointed with their service performance, the classic interior package detail advertises multiple services that were not performed and i would like my money back.
Business Response
Date: 10/14/2024
Reina,
I apologize the work wasnt satisfactory to your likings. I will share your feedback with the team, and we will make improvements in our quality of work.

I will have the Store manager reach out to you for a refund. If you have any other concerns, feel to reach me at ***************************************************************

Thank you,
**** *********
Regional Manager - ****** and ******************
Initial Complaint
Date:10/02/2024
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.
09/27/2024 I paid $1343.00 The Business has not committed to anything other than this practice is known and accepted by Corporate.The attached sign was located under the Stereo that I purchased and It clearly SAYS FREE DECK INSTALLATION. They have not tried to resolve this other than to answer my review that I left on ****** by just to apologize for their deceptive ************** does Advertising Deceptive Advertising! When I brought this to their attention they basically told me that they know that it was False Advertising but Corporate just wanted to get Butt's in the door and it was acceptable. I believe that I should be refunded the $694.00 or close to that Number!! They were replacing a Modern Pioneer Stereo that was also purchased & installed through them some 8 years ago. So there isn't much that would have needed to be added.
Business Response
Date: 10/03/2024
Hello ****,

I am sorry for the confusion with your purchase. The tag image your provided does say free installation. If you read directly below that message, it says that additional parts and labor may be needed. Even when replacing an aftermarket radio, some parts or additional work may be necessary. The salesperson and/or the installer should have given you a breakdown before the work was performed. If you reach out to the store manager, he would be more than happy to review your order with you to ensure that the charges were appropriate for the situation.
Respectfully,
***** ******,
Regional Manager - *****

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Car Toys Inc is NOT a BBB Accredited Business.