ComplaintsforDCH Freehold Toyota

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, June 11, 2024 I sent in a $1200 down payment to purchase a 2021 Chevrolet Malibu online through the website named Driveway.com. That down payment secured that the vehicle was mine and it was delivered to my driveway on Friday, June 21, 2024. The vehicle is coming from DCH Freehold Toyota located in **********************, ********** to my residence in *********About roughy 24 hours after initially receiving my vehicle, on Saturday, June 22, 2024, the first of numerous problems started happening with the vehicle. I first noticed a burning smell emitting from the vents located in the car. Now being its late June, its hot outside and im using the *** I should not be smelling any burning coming from a vehicle I just got delivered to me not even 24 hours prior. I then opened the hood and noticed there to be very minimal coolant and transmission fluid in the vehicle. As well as noticing obvious rust within the engine compartment. And noticing two tire valve stems missing from the driver side and rear driver side of the car. Why wasnt this fixed beforehand? Why did it take me having to open the hood to figure out there was a lack of liquid that was in the vehicle? Why is there a burning smell emitting from the car when I just received it not even 24 hours up to that point? Shouldnt the dealership make sure that ALL of their vehicles are up to date before selling it to someone? Pure negligence is what that is.I bring the car to the car into my nearest Chevrolet dealership and they proceed to have my vehicle for over 3 weeks before finally returning it to me. I had to practically beg & call numerous of times just to get any sort of update on what was happening with my vehicle. Fast *********** have yet to receive my license ********************* for the vehicle that I pay for when I initially put down the down payment. DCH is saying to keep waiting another week but its been well past the 4 they said that I should recieved it. No plates & still no answers.

  

  Business response

  08/12/2024

  Thank you for your email. You purchased your car from company called Driveway.com. You need to deal with Driveway.com only for any issues you have. Our cars are inspected before we put them out on the lot and are ready for consumers. We have the records that show this car was serviced. The valve stems could have been stolen while the unit was in transit. These $1.00 valve stem covers are stolen every day. When we gave it to the trucker, he inspected the car, and everything was there and operating fine. I'm sorry your local dealer had your new car for 3 weeks, but we can't help with that. You chose to purchase your car online through a buying service without seeing it from a service that sources cars from all over the country. Your complaint is with them, and you need to speak with Driveway.com who you paid, not Freehold Toyota. Please deal with the people you purchased the car from, DRIVEWAY.COM. If you have a MV issue, call DRIVEWAY.COM. You are complaining to the wrong business.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to this service center on 7/29/24 for regular maintenance plus an issue (which is covered under warranty). The service center stated theres nothing wrong w the car. Its clear there is an issue as the car has a louder sound when accelerating, they didnt even bother to drive the vehicle to pinpoint what is wrong. The issue is possibly the wheel bearing, but they wouldnt know that since they breezed through the scheduled maintenance and what they claimed as a car inspection. I am demanding that Toyota take this matter seriously, review the issue and repair it under their warranty. I need resolution to this matter immediately as I will not continue to go back and forth with this.

  

  Business response

  07/31/2024

  Thank you. I'm glad you were able to connect with our Service Manager ***** to address your concerns 

  Customer response

  07/31/2024

  
  Complaint: 22070841
  
  I am rejecting this response because:
  
  I will await until my car is repaired prior to closing case as covered under warranty. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife had purchased a brand new 2019 RAV4 from this dealership in 2019. At no point where we told that this car had been modified by an external third-party, we were just informed that it was an a stock new car per the dealership. Within the past month, the paint has started peeling on the car, even though there is no damage to it that would cause paint removal. When we attempted to call the dealership, they had informed us that it indeed was painted on by a third-party. When we had asked for them to remediate this issue, they indicated that it was not their responsibility as they no longer work with that third-party and that they could only help us get a quote for how much it would cost to remediate the paint issue. We are now stuck having to Pay out-of-pocket for this remediation. It is beyond me that a car dealership can say that they are selling you a new stock car when in fact, it has been modified prior to Sale.

  

  Business response

  07/31/2024

  I'm sorry to read this. Unfortunately, you spoke to the phone operators and not one of our Managers or Service Advisors. The 2 people you spoke with have no authority to make a decision on any service matters. Their job is to assist with service appointments and direct everyone else to our service manager or advisor staff. We already reprimanded with them this morning as they should have transferred you to someone who knows what they are talking about. Clearly my phone operators need some more training and I'm sorry you had to deal with their incompetence. Our Service Manager will be reaching out to resolve this. This is an easy thing to remedy and should not have gone this far. I apologize for the 2 staff members that gave you incorrect information.  

  Customer response

  08/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car was paid off on January 23, 2024. I called the company with my gap insurance policy to let them know that my car was paid off. The information they requested was sent into them my claim was processed. A check with the refund amount of ****** was sent via e-check to Toyota of Freehold on February 22, 2024. As of April 16, 2024 I have not received a check. I have called many times and leave messages but no one has returned my call pertaining to this issue.

  

  Business response

  04/29/2024

  Thank you for your email. The check was sent to Freehold Toyota on 4/16 from your bank, we sent a check out to ********************* on the same day. That check was cashed on 4/22/2024. We have to wait to receive the check from your bank before we can cut you the check back. We did everything as quickly as possible.

   

  Thank you

  Customer response

  04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my 2020 Toyota Camry from the Freehold Toyota on 9/22/23. The Finance Manager, ***************************, stated that I was given free oil changes for ************* with my purchase. Once I reviewed the purchase documents, I see a document for an oil plan for $749. This was added to my auto loan which was not stated during the conversation with the Finance Manager. I have called all week and left voicemails to *************************** and no return calls. I would like to be fully refunded and have oil changes for ************* free of charge as stated by the Finance Manager. Thank you.

  

  Business response

  09/29/2023

  Thank you for your email. New Toyota's come with 2 years or 25k miles complementary service. **************** sell products that extend some services. A lifetime oil plan is one of the products offered by our team. We just reviewed your paperwork and see that you signed for this product as an add on. If you would like to discuss further, please call *********************** our General Sales Manager and he can review with you and find out more about your experience. 

   

  Thank you for contacting us!

  Customer response

  09/29/2023

  
  Complaint: 20673774
  
  I am rejecting this response because:

  Finance Manager, ***************************, indicated that I received this oil plan included with the purchase of my vehicle.

  Please cancel the oil plan and refund me the $749.

  Regards,
  
  ***************************

  

  Business response

  10/18/2023

  Thank you. I was told **** communicated with you and is processing the refund. 

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