Complaints

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

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  Car Toys Inc

  4104 C St NE Ste 100 Auburn, WA 98002

• 

  Car Toys Inc

  4104 C St NE Ste 100 Auburn, WA 98002

• 

  Car Toys Inc

  12815 Aurora Ave N Seattle, WA 98133-7519

• 

  Car Toys Inc

  12020 Meridian Ave E Puyallup, WA 98373

• 

  Car Toys Inc

  12636 Totem Lake Blvd NE Kirkland, WA 98034-7206

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:11/10/2022

  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.

  This locations on two separate, years apart, visits, has charged me for parts they admitted to never using, with both visits also ending with damage to my vehicle. First being my **** ****** Tundra about 3 years ago, with my headliner being ruined trying to have a remote start system installed. Most recently, on October 28th, 2022, my ******* Elantra, had a sub and front two windows tinted. I had a powered sub-woofer installed, with every essential item needed provided by me, including wiring. The employees at the location give me no explanation, and a total saying how much itll be, with me only noticing the charging of an extra wiring kit after sending to my insurance and them pointing it out. Received the car back with my passenger door not opening correctly. Given absolutely no apology for being over-charged and was given negative attitude from management when asked for them to take responsibility for the damages. Only excuse from them being that they found some forums online saying it could be a defective part, but that still doesnt explain why it only became defective afterwards.When asked for the email or number of a district manager or somebody of higher power, they told me to find it myself, then ended up giving me the online .com support number, which is basically useless.If this has happened to me multiple times, theres no doubt in my mind it has happened to countless other consumers. People going to Car Toys for installs, most likely already dont have much knowledge on the projects they want accomplished, then to be swindled by the employees and management into spending more money, only for it to be refunded by consumer complaint, and a car back that might not even be in the same condition they dropped it off in. Very shady business is taken place here, and Im now left responsible to pay for damages caused by a store if nothing happens.I am 100% expecting them to pay for all inspections, damages, and repairs done to my car.

  Business Response

  Date: 11/18/2022

  We installed an amplifier and sold the customer a wiring kit *********.  It was determined that the wiring kit for his installation was not needed. The brand-new wiring kit was left in the customer's vehicle. The customer returned and received a full refund and a full apology.

  Respectfully,

  *********************,

  Regional Manager - ****** and Eastern Washington

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18385802
  
  Yall are a complete joke, you read all of that and thats your response? No apology, left with a broken car and charging me for a wiring kit you know i didnt need, telling me you used it one day, admitting you didnt the next. No new wiring kit left in my car. ***** and corrupt business and employees from the bottom up. Its actually impressive how many complaints you guys have without anybody taking legal action yet.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/02/2022

  Hello,

  I contacted our store manager at ********* (****) and he stated that he confirmed that he took care of this customer and that the customer was satisfied with the resolution.

  The customer returned and received a full refund and a full apology.
  
  The customer stated that he was having issues with one of his doors after the install.  On 11/30/22 the customer returned to the store and we serviced his vehicle successfully.

  Respectfully,

  *********************,

  Regional Manager - ****** and Eastern Washington

• Initial Complaint

  Date:10/16/2022

  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 to purchase a dashcam mirror that was $199. I let the guy talk me into one that cost $499 but because he said he was going to give me a discount on it. Once everything was said and done and I got the receipt, the discount was not applied. I feel like I was lied to because 1 I was a woman and 2 to make a higher sell. This is poor customer service and needs to be addressed. I actually now want you to take you product back and I will go elsewhere. Thank you

  Business Response

  Date: 10/24/2022

  To whom it may concern,
  
  I have spoken to *************** last week regarding her concern with pricing of the unit and installation charge. She stated that the original quote before the work was performed was less, but claims it was not the case when she saw her bill.We mutually agreed on a refund of an amount roughly of $200. *************** said she will visit the store to get her money refunded back on Snap. 
  
  Thank you,
  
  *************************
  Regional Manager-WAS
  Car Toys, Inc.
  

  Customer Answer

  Date: 10/24/2022

   
  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:10/01/2022

  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.

  Transaction: Purchase and Installation of a dashcam.Date of product ************************ September 15, 2022 Issue: Air conditioning and the blind-spot monitoring stopped functioning. 1st action taken: Took the car back to CarToys and informed them this has happened just after the dashcam install. It was advised that the customer should take their install service because it will be done flawlessly and the cable routing will be neat and hidden. Car Toys response: A cursory look at the fuse box and told it is the ** compressor which is bad and this happening on that same day is just a coincidence. The technician complained about the time that they have to spend on this while denying their mistake. Very unfriendly conversation and not sensitive to the issue that is brought up.2nd action taken: Took the car to ** Service immediately, and it can be seen by the ** service report one fuse was blown and the second fuse was missing, indicating theft or negligence of the CarTays technician.3rd Action taken: Took the car and ** service report and gave a copy of the service report to Car Toys. During this interaction, it was informed that the wrong model of the dashcam has been fitted to the car. Despite Utter negligence from Car Toys, denial of mistake, inconvenience of the car repair, cost of avoidable repair, unavailability of car for the period, and admitting the wrong model of the dashcam provided which also has not been aligned properly, I still haven't yet received any corrective action or communication to that effect. The resolution needed: Car Toys owes an apology as well as compensation for the service cost incurred due to their negligence. Correction of the installation, model, and positioning of the camera.

  Business Response

  Date: 10/07/2022

  To whom it may concern,

  The Store Manager of the ********** location spoke with **************** and offered an apology, as well as invited him back into the store to address his camera issues and give him a tutorial on the camera. We are also going to work with **************** on the installation price as well. *************** has agreed with the arrangements.

  Respectfully,

  ***************************
  FTW Regional Manager
  Car Toy, Inc.
  

• Initial Complaint

  Date:10/01/2022

  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.

  Default A CarToys customer has submitted a question or concern on CarToys.com The customer submitted these details.Name: ************************* Preferred Contact Method : Email Email: ************************* Phone Number: ************ Order or Invoice Number: 09122ausfld Store: Central-********* Comment: I bought ************* Alarm system for my car it cost $527.16. Half a grand. They did not supply me with the owns manual. They did not demonstrate the alarm system to me when they finished installing it. The system is suppose to be one of your better systems with tilt sensor and impact sensor. None of these systems seem to be working as I have had to try and test them out myself. I ****ed my car up with the system armed and the alarm did not go off. I hit the car with my hand and the alarm did not go off. The videos on line show that ************* Alarm with activate when these things happen along with vibrations from other sources which will trigger the alarm. I bought the alarm because my catalytic converter was stolen. The had to **** the car up to do this. The salesman assured me that the alarm system would detect these kind of events. Yet, when I tested it myself they do not. I feel I was ripped off. Can you make this issue right or do I have to return the system for a full refund? Thanks Please contact the customer accordingly.

  Business Response

  Date: 10/07/2022

  To whom it may concern,

  We tried to call the customer a few times with no voicemail set up.  We also emailed on 9/20 to have the customer reach out to us.  We apologize that the customer didnt get a good demo and can make sure this gets done at anytime he can come to a store.  We will also go over the alarm features to make sure they are working properly. 
  
  Thanks,
  
  *************************| Regional Manager ******** | CARTOYS

• Initial Complaint

  Date:08/30/2022

  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 called Car Toys and set an appointment for my subs to be installed . My appt was set for Monday 08/22 at 10 am . I then called the day before and asked to move my appt to later time and or day . I was advised by manager ******************* I could move my time to 1pm on 08/22 . I dropped of my car on 08/22 a noon . I confirmed with *** if my car would be completed that day . He advised me yes my car would be ready by close of business (6pm ) I get a call from *** at 4pm that day advising that my car need bass *** and it was $39.99 . i told him that was fine I then re confirmed with him again if my car would be ready by close of business he says yes . While I'm headed to store to pick up my car I get a call at 545 pm that my car would not be ready at this point I'm literally around the corner from the store so I told the associate I would be in shortly . When I arrived *** is in the store chatting with other employees and I asked him why did he say my car would be ready and it wasn't . He claims he did not say that . *** and I begin to go back and forth about him saying my car would be ready but he wanted to yell in the middle of the store and tell me at this point they can put my car back together and it wont get done , or leave it there and wait until the next day . I have spent entirely way to much money with Car Toys to deal with an associate like *** . I refuse to spend another dime at any car toys. *** should really be let go of his job and replaced with a different manger who knows how to respect their customers . I will never shop at car toys again and will get services about my audio from a different company . Car Toys has officially lost a loyal customer

  Business Response

  Date: 09/07/2022

  The Regional Manager called and briefly spoke with ******************************* although he was on another call and asked that I call back in 30 minutes, I call him back after 30 minutes and left him a message. I know he called the store back and they relayed that info to me. I called again and left a message to call my cell phone.  Once we talk, I will see what I can do if he needs the install still completed.

  Respectfully,

  ***************************,

  Regional Manager - **********

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17796804
  
  I am rejecting this response because:

   

  Yes i did receive the call back after 30 mins . And responded back .  I did not receive a call back if I did it did not show on my phone.  I briefly check my voicemail so if number was left I have not checked . If he is calling from cell phone please send a text as it's a quicker response from me 

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

  Business Response

  Date: 09/29/2022

  Hello,

   

  I have attempted to contact this customer over five different times in the past seven days.  Unfortunately, despite leaving voicemails after each attempt, I have not received any contact from this customer.

   

  Respectfully,

  ***************************,

  Regional Manager - **********

• Initial Complaint

  Date:08/29/2022

  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.

  Visited the ********** location a couple weeks ago to get a new radio and possibly new speakers. The sales tactics are absurd. Additionally the installer left my car very dirty and did not properly s**** my dash back together. There are catches to any sale item. There really isn't a true sale. I was trusting of the sales guy and installer but noticed later i was charged for a warranty they never even mentioned. Its also ridiculous you don't see listed pricing on wiring and parts needed. That is another way they scam you. I visited the shop 3 times since the installation because my radio sounded a lot worse than my stock radio. They blamed it on the settings and how jeep does their speakers. I considered buying new speakers due to what they were telling me. I am so glad i didn't. I happened to stop by another store. i was informed i didn't need new speakers but that the radio that Car Toys sold me has known problems now. They installed a new radio for me and it sounds amazing. I want a full refund for everything from Car Toys. I will return the radio.

  Business Response

  Date: 09/07/2022

  The Cartoys Regional Manager spoke with *******************. He is just wanting to return the radio and get a refund. We agreed to do that for him. **** agreed to contact ****,  the Store Manager at ********** to schedule a time to remove the radio and refund the customer.

   

  Respectfully,

  ***************************,

  Regional Manager - ********** Region

   

• Initial Complaint

  Date:08/25/2022

  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.

  On 12/27/2021 I went to Car Toys in ******* **********, I worked with the manager ***** to build a stereo system for my vehicle once that was done he told me the price and the price is $12,000 dollars, I couldnt believe for a pretty basic stereo system it would cost $5000 thats to high, but $12000 I said I dont have that so he kept playing with the numbers down to $10K NO, then to $8200 again NO, finally down to $7K which I really thought was a lot but he assured me its what I needed but for Gods sake that price didnt even include a new HEAD UNIT (the actual stereo in the dash) I felt very pressured and ultimately agreed, now mind you I didnt have to pay the $7000 at the time just when I came in to have the job done but in good faith I paid that night. Later that day I was rear ended on my ****** and was in the hospital and frankly kind of forgot about it due to medical complications I reached out about a month ago or a little more than a month ago and spoke with the young lady that worked here she told me to not but not bother less I want an in-store credit now mind you I never took a product out of the store and they never worked on my vehicle I handed them $7000 they took it and now theyre barking and giving it back to me saying that the job is finalized and what not and telling me its gonna be a couple weeks before they can figure it out I need my money now it shouldnt take more than 24 hours to figure out that no service was performed because I was in the hospital. Im absolutely based on friends reports, that if they do give the money, what theyre going to do is nickel and dime me on restocking fees and stuff bad business! On August 23, 2022, I went in the store and asked for a refund and they refuse to give it to me, they stated that my job was closed out or finished and thats absolutely impossible! I dont understand how when I took no product out of the store and nobody worked on my truck that they can keep my money? Thank you, *****************************

  Business Response

  Date: 09/07/2022

  To whom it may concern
  
  After doing some research on ***************** invoice and talking to previous managers that where involved on his original purchase we have come to a conclusion.
  
  The performed work was not done to ***************** vehicle and he will be getting a full return via check within 21 working business days.
  
  Store manager ****** gave ***************** a call to verify his current address and clarified to process of the refund.
  
  ***************** agreed and will be waiting for his refund via mail.

  Respectfully,

  *************************,

  Regional Manager - Washington

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17759798
  
  I am rejecting this response because: I informed them that this was of an urgent matter, and I was NEVER informed of any 21 day, ****** said and I quote I cant give you the refund, until I find out whats going on, once I know whats going on Corporate will cut you and check immediately. This is absolutely unacceptable, I have been trying to get my money back for months now. I have waited long enough, in fact I cant wait 21 days or Im going to lose my house, they gave me until today to pay my back taxes, I need that check today! I gave you them my money 6 months ago, in which time they have been collecting interest on my money, so they need to either print it today or have it ready and Ill pick it up tomorrow. This has gotten to be ridiculous thats my money I didnt make you wait 21 days to get paid now did I? I have to have a check today! I will again say Absolutely no one at any time said anything about 21 day wait, and if they say they did then they are lying and if necessary I will escalate this to the next level . Just write me a check and let me be on my way please!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/15/2022

  To Whom it may concern
  
  I have contacted my Accounts Payable team to put a rush getting the check out sooner.
  
  The check will be going out today.
  
  Thanks,
  
  ************************* |WAS Regional Manager 

• Initial Complaint

  Date:07/27/2022

  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 paid for serviced at Car Toys, during the installation by windshield was broken. I paid for all services and was assured I would receive, reimbursement for repair costs. I paid $1200.00 for a new Audi windshield installed and submitted the receipt. **** confirmed they were received and and submitted them for reimbursement.For several months I was assured my reimbursement was on the way only to have them deny my claim because I Paid cash for my windshield instead of with a credit card. Yes, I did pay with cash but I submitted the receipt for replacement and do not believe the form of legal tender I chose to use is relevant.I am requesting they issue the reimbursement as promised.

  Business Response

  Date: 08/03/2022

  Hello,

  The customer agreed to obtain a quote, but instead had the glass replaced without our consent. The customer provided us a handwritten unverifiable receipt and paid two or three times the going rate for the glass.  The receipt for $1200 cash is not verifiable.   We will pay the market rate for the windshield and no more.   We got a quote from a reputable company Safelite and with all the top end options for glass it only came out to be $443.18 and a $50 trip fee.   This is significantly lower than the handwritten receipt given to us by the customer. 

   

  Respectfully,

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

  Regional Manager - ********

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17631299
  
  I am rejecting this response because: Factory Audi glad was broken, my replacement was factory Audi glass- windshield alone was $800 from Audi plus delivery and installation. It's been several months and this is the first I've heard that my receipt from a reputable business (Primos Auto Glass) was not acceptable. A simple call to them would have confirmed the work. In regards to how I pay for products, I feel it's completely irrelevant as Car Toys would gladly accept my cash and list the currency tendered as Cash also.

  I will be submitting a text conversation between **** and I that will be evidence of their promise to refund me with zero questions about how I paid or my receipt.

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

  Business Response

  Date: 08/22/2022

  We are standing by our original response. We will require a receipt/invoice from the glass repair company with business information letterhead that can be verified. We cannot accept an unverifiable handwritten receipt that is 2.5 times larger than the estimate we took the liberty of acquiring. Car Toys did request a quote in advance from ********************** for a brief approval review. Regretfully ********************** never provided us with that quote. Our goal was to get ************************ windshield repaired in the most timely and efficient manor, and unfortunately ********************** bypassed our basic request for a quote needed and had the work done himself. Due to that happening we regret to inform you that we are unable to do anything further. Please know though that we are still open to receiving the verifiable receipt/invoice requested at this time for further consideration.