ComplaintsforTeam Toyota of Princeton

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Team Toyota maintainance plan assuming that tires and brakes will be covered. However, the plan does not cover anything. I do not want this protection plan. I tried to cancel with the merchant so many times. Now this is in writing. I want my refund for the plan as no services were rendered and I want to cancel it as I was not aware of what was actually covered. I need a check since my credit cards I used to purchase the plan for 2023 camry were closed.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase the car from Team Toyota new in 2022 with optional dealer warranty for 5 year "Surface Protect" for the windshield. My windshield got a dent from a small pebble and I took it to the dealer body shop. After checking with the dealer they said the windshield is "repairable" .So after calling the their subcontractor for the windshield repair, They repaired the windshiled today, But it is still vissible and with two small crackline radiating from the original dent.

  Business response

  08/16/2024

  Hello ************,
  
  
  We appreciate you bringing this to our attention and we apologize for the inconvenience and any frustration this may have caused you.  We have contacted the warranty company involved with the approvals on your windshield replacement and a have been successful in getting the approvals for a Toyota OEM glass replacement you requested.  Should you need further assistance please feel free to contact us.
  
  Thank you,
  
  *****************************

  Director of Collision

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

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a services at Lawrence Team Toyota Collision Center in 2013 for a hood repair. In June 2022 the paint started peeling off, and I informed my insurance company and Lawrence Team Toyota Collision Center of wanting to use the lifetime warranty. ***** reopened the claim (******************) for a lifetime warranty repair, created an invoice (est. $437.80) and issued a check(*********) for $470.33 for the repair costs- 10/27/2022 A check**********) for $470.33, to cover the cost of the repairs, was sent to the correct address on 01/19/2023 with the help of Daniel L**** (###-###-#### dal****@*****.com). I scheduled repairs at Lawrence Team Toyota Collision Center on March 21, 2023 with Joe B*****(**********************) who was my point of contact. I deposit check (*********) for $470.33 which was issued soley to me on 03/30/2023. I pick up my car from repairs at Lawrence Team Toyota Collision Center on 03/30/2023. Upon picking up my car from repairs, I attempted to pay for the service, which I was informed previously by Daniel L****, was $470.33 using my debit card. Joe B***** informs me that no payment would be needed due to expecting payment directly from Team Toyota, and that he spoke to someone from "Corporate" informing him that ***** would settle the payment Directly with Lawrence Team Toyota Collision Center. Joe B***** then proceeds to print out a final itemized Bill which totaled $3,395.55. The receipt details that they had already received $937.80 from ***** and that the balance due from the insurance(*****) was $2,457.75. The receipt further details that the customer total and balance due from the customer was $0.00. The receipt was dated 03/30/2023 at 3:18pm. I still insisted to Mr. Joe B***** that ***** sent me a check, but he refused payment. I left that day with my fixed car and went about my day. on 01/24/2024 (10 months after the day I picked up my car) I received a voicemail from Joe B***** at Team Toyota that they have an outstanding balance of $470.33 and that if I "could stop by to make the payment for the balance if not the account would be sent to collections". I have not received a collection notice to date. Joe B***** also declined to provide me with the time frame where this would be sent to collections. I called Joe B***** on 01/24/2024, He informed me that he did not accept payment at the time of the pick up because he was informed by "***** Corporate" that they would settle the payment with Toyota directly. I asked Mr. B***** for proof that this interaction occurred with *****, and he informed me that proof did not exist. I have evidence of an email that was sent to me by Mr. B***** on 01/24/2024 of himself and Daniel L****(*****) dated 03/29/2023(the day before the car was picked up) confirming with Mr. L**** that ***** payed out a portion to me, in order to avoid "double dipping". In addition, on 01/24/2024 I contacted Daniel L**** of the current situation and asked if ***** had any correspondence notes or anything indicating that Joe B***** should not have received any payment from me on 03/30/2023. He stated that such note did not exist, and he reaffirmed that it was clear that Mr. B***** should have collected payment from me once the service was completed on 03/30/2023. on 01/24/2024 When I asked to speak to someone higher up, Joe insisted that no one existed that I could talk to. After much insisting on my end he cc'd me on an email with Victor B******* **************************, but refused to provide me with a number to contact this individual, or with a number where I could file a grievance. To date I have not received any return correspondence from Mr. B*******.

  Business response

  02/01/2024

  Mrs. ******, 
  
  
  Our process is to confirm payments with all carriers prior to delivery to ensure we are paid accordingly for our services and the customers has not received any funds in error that belong to the repair facility.  The first check was issued by ***** and sent to the wrong address (you confirm this in your email to me below), ***** then issued a second check to the new address.  We completed your vehicle, made contact with you and at that time you stated you did not have the check.  Our estimator contacted ***** on your behalf so you would not be responsible for a balance at time of pick up since the check was issued to you.  ***** advised since you had not received payment yet and the vehicle was ready for pick up they would void the second payment and issue a third payment directly to us.  When you picked up your vehicle you arrived with the second check, as you stated, and we advised you that check was voided and to be destroyed.  You were adamant we take the payment, but as Mr. B***** explained the check was to be voided and a payment would be made to Team Collision directly.  We provided you an invoice stating you do not owe anything, ***** owed the balance reflecting the third check being sent out.  You took your vehicle and left our facility with the check to be destroyed in your possession, instead of destroying it as instructed you then cashed it at your bank.  We confirmed this with *****.  The money is still owed to our facility for the services we provided you, as I stated in our conversation last week you deposited funds that do not belong to you and they are now owed by you  and no longer *****.  We only ask to be paid what was owed for the repairs we performed, we are not responsible for any clerical errors made by your insurance company.  Please call me at ###-###-#### Ext. 1209 to make the payment. 
  

   

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Due to threats of Team Toyota pursuing 
  Legal action against me as well as sending the owed amount to credit collection. 
  I would like to continue to pursue this complaint, but change the resolution to be reimbursed the $470.33 that I paid. 
  
  
  Regards,
  ********* ****** 

  Business response

  03/06/2024

  As you acknowledged in your correspondence with us, the insurance check was sent to you in error.  You cashed the check and used the funds owed to the Collision Center.  We recovered the money owed to us.  We consider this matter resolved since the balance has been paid.  Should anyone from the BBB want to discuss this further, please contact the Collision Center at ###-###-####
  
  
  
  
  
  Thank you,
  
  Victor

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been trying to purchase a vehicle for several months. One finally arrived, Got the call to come in,and made ******,agreement that we would be there buy 4 PM the same day. When called at 3:15 to confirm we where on way ,and be there at 3: 40pm .was told they sold the vehicle. This is unacceptable, and extremely dab business practice, and a breach of a verbal agreement.

  Business response

  10/17/2022

  First , I would like to apologize we were not able to complete your deposit as desired .
  
  While every effort is made to follow up with clients regarding availability , it is not with any pleasure we do so informing the desired vehicle has been sold before you were able to stop in.
  
  With all new Toyota vehicles in short supply , none more that hybrids .
  
  Most if not all our customer have gone thru an extensive waiting period and for this we apologize again for the frustration .
  
  Supply chain shortages have effected not only production but our in store approach .
  
  No dealership employee will give any verbal commitment on holding allocated ( not even yet in store) vehicles .
  
  Deposits are placed before the vehicle arrives , to secure the deposit a vehicle must be in transit to dealership (within 2 weeks of arrival).
  
  Each salesperson then follows up with previously interested clientele.
  
  Since only one vehicle can be sold to one customer , we find it to be a best practice to inform others interested that the vehicle is sold.
  
  This usually is prior to most customers stopping in , thus hopefully communicating actionable information to the customer .
  
  Since we do not sell above MSRP our interested client list is vast for every model and trim .
  
  Usually allowing for clients who live closer to dealer to have better access to newly available inventory .
  
  We apologize again for the frustration this has caused you and we hope production is increased to help more clients faster like you .
  
  Sincerely
  
  *************************
  General Sales Manager
  **************************************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sept 19th, 2022.I was trying to purchase RAV 4 for almost a year, and finally, after Federal Tax Rebate expired, received a call from a Team Toyota dealer ***************** at 11AM, telling me that I have a car and to come to dealership to take care of paperwork. 39 minutes later I was there, receptionist called ***, and after speaking with him, asked me to wait. After 45 min I lost my patience and went to receptionist again and a few min later *** came down and announced that he already sold the car. He told me that he called a few people about the car and the other person showed up before me. What kind of business model is this? If you live closer to dealership you get the car? Who controls whom and when he calls? Also, why did he keep me waiting for 45 min just to deliver the news that I no longer "have a car", because I apparently drive too slow??? I really need understanding of what happened, and why I was treated the way no paying customer should be treated.Team ********************** tries to sell cars at MSRP during shortage, but this is not the way to do it, it was totally humiliating experience. Not to mention waste of time.

  Business response

  09/21/2022

  As a local small business, I would like to extend our apologies for the way this visit took place.
  
  No client should have to wait as long as you did and again, we apologize for your experience.
  
  Even in times of frustration we know that the customer experiences each client has with our staff means even more today than ever before.
  
  While we understand our clients frustration with the current market conditions, we wish dealer supply would be supportive of the overwhelming demand.
  
  It is because of the lack of New Car supply we have made changes to our internal sales process.
  
  We currently have a policy limiting the ability to purchase New Vehicles if a client lives outside our Primary Market Area (25 miles from dealer)
  
  This will provide those who do live closer the benefit of having access to newly available units.
  
  This is in effort to make sure as many vehicles as possible stay in our area for future purchases, body shop, and vehicle service work.
  
  Also, we do not charge over MSRP for our New Vehicles as most all our competitors have elected to sell Over MSRP do to their own internal policy changes.
  
  Price is one of if not the most important items clients review when making any purchase.

  
  That competitive advantage of price we have in the marketplace provides an immense base of customers looking to purchase.
  We follow up with them as their desired model becomes available.
  
  That follow up is based on when the client first made their request.
  
  A List is kept per salesperson to follow up with their own clients.
  
  As clients can purchase elsewhere, their needs change, or in some cases cease contact with us as a dealership.
  
  Those factors are some of the reasons communication is sent out to multiple clients for only one available vehicle.
  
  That way we get each unit sold to a local customer as fast and efficient as possible as we only get more future units allocated based off how quick we turn(sell) each model.
  
  We would love to have the opportunity to earn the clients business and follow up based on availability should the client chose to continue working with us.
  
  We again apologize for their experience and look forward to assisting them moving forward.
  
  Thank you
  *************************
  General Sales Manager
  Team Toyota of Princeton
  **************************************

  Customer response

  09/21/2022

  
  Complaint: 18051682
  
  I am rejecting this response because:
  
  1. I have lost more than 2 hours (drive time back and forth + wait time) in a middle of a business day, due to running to your dealership for no reason after all.

  2. I live well within your "Primary Market Area", only 16 miles away and I work 11 miles away from dealership, I am "very" local and ready for business (based on your own criteria of 25 miles radius).

  3. I indicated to  ***************** almost a year ago my desire to purchase RAV4 XSE Prime. Does it take that long to procure a car for all of your customers or only certain ones?

  Does anybody have visibility into list of people dealer calls? I understand you are a private business and can sell anything to anybody at any time, but I was under impression that you are trying to maintain LOCAL customers happy, and not frustrated beyond belief.

  4. ***************** called and SPOKE to me on the phone (there were NO "communication" sent), and I told him that I'll be there shortly, there was no reason to call anybody else. Or no reason to call me, if someone else already agreed to purchase a car. 

  4. I reject your reasoning of **************** as I was in dealership minutes after ***'s phone call, not hours or days. How much faster do you think you need to sell the **** car?

  
  based on information you provided and my responses, your selling policy is at least very flawed, if not making sense at all. Or maybe it is not a policy itself, but execution of it?

  extremely unsatisfied customer,
  
  **** Myts

  Business response

  09/22/2022

  While we understand and apologize for your lost time, in this particular situation another client got to our dealership before you and was served based on arrival time .
  
  Similarly, to every retail business operating in any sector.
  
  We also appreciate you being a local customer which is why we would continue to follow up based on availability.
  
  As if you were located outside our PMA we would be unable to move forward.
  
  You stated you indicated to *** almost a year ago your desire to purchase a Rav 4 Prime XSE.
  
  Our records indicate that there were several communications regarding different models other than the Rav 4 Prime XSE .
  
  Also of note, our records show 3 separate follow up emails went out to you recently that went unanswered by you :
  
  7/22/22- Never Heard Back
  8/8/22- Certified Pre-Owned Options
  8/24/22-Did you buy Elsewhere
  
  On 8/29/22 We marked your email account inactive based on your lack of response.
  
  Again, while we communicate with many consumers we understand clients situations can change and we respect that.
  
  The long lead times to receiving any ordered or deposited vehicles can take substantial time industry wide currently.
  
  Especially on Plug in Hybrid Rav 4s Nationwide.
  
  In our records you never completed a deposit on any desired vehicle you had an interest in.
  
  Which is why not only *** but each salesperson has a client list to follow up with depending on Model, Color, equipment and pricing.
  
  So that when one does become available, we find it helpful to reach out to all interested clients.
  
  That does unfortunately leave some clients frustrated after losing out on a desired vehicle.
  
  I completely understand and apologize for your frustrations.
  
  Our process we believe is the best version of working thru supply chain woes and over demand issues.
  
  We also understand clients have freedom of choice with who they do business with as well.
  
  At this time based off you being frustrated beyond belief with us and our flawed process we would invite you to shop around as it seems we will be unable to complete your satisfaction requirements.
  
  Respectfully ,
  
  *************************
  General Sales Manager
  Team Toyota of Princeton
  **************************************

  Customer response

  09/22/2022

  
  Complaint: 18051682
  
  I am rejecting this response because:
  
  1. if you marked my email account as inactive, why in the world did I get a PHONE CALL from ************* telling me to go to dealership ASAP and get my car?

  2. You don't have my deposit because *** REFUSED it, telling me that dealership does not accept deposits on RAV 4 Prime. -are you aware of this?

  Before you write another cookie-cutter "it is not us, it is you" response, please read my complaint, maybe even put yourself in my shoes,  and try to understand that what is happening is wrong, and I have valid reasons to be unhappy with the way you do business.

  Let me explain it to you one more time: when *********** me, I told him I'll be there shortly (39 min) -so why did he also called someone else??? what was the reason? 

  it is very rich that after almost a year, you are telling me that I am not good enough to shop at your place.  

  Based on your statements, I feel being discriminated against.
  
  Corporate Toyota and Lawrenceville township will hear from me about your illogical practices and your rude responses on this board, this is not **************** anybody would want to have,
  
  **** Myts

  Business response

  09/26/2022

  We are sorry to find you still unsatisfied .
  
  Given the short market supply and the strong local demand ,  it was actually the time it took you to arrive (39 mins) being the deciding factor of not being able to secure this specific unit for you .
  
  Nothing else .
  
  We apologize another local client came in before you and had a chance to secure the unit .
  
  On units that are in such low production (and supply) as the Rav 4 Prime , we do not currently take build orders .
  
  I am aware we do take deposits on incoming available units .
  
  Which was the opportunity *** did call you about on September 19th .
  
  Thats our policy and at this time we would be unable to assist with another unit because of lack of availability .
  
  Again , many clients have previously expressed interest in making a purchase to many of our salespeople .
  
  These salespeople will follow up with client only when the unit is available , then sometimes finding out that customer isnt in the market or purchased something else altogether.
  
  Because of this every salesperson has multiple customers they contact based on each clients needs and vehicle availability .
  
  As units get allocated as a dealership we match those up with previously unfilled orders ( which is why we stopped taking them ) .
  
  Some of these orders have taken almost a year in total time since deposit placed and vehicle ordered .
  
  We find that following up based on availability is best case scenario given ever changing market conditions

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used truck on 12/14 and the dealership did not have a clean title on the truck at the time. They provided a 30 day temp tag. I called dealer when it expired and they gave another. It has since expired and ** law prevents them from issuing another temp tag. No ETA on the title. I live in PA and need the title to register the truck in PA. I now cannot legally drive the truck but I am still expected to make payments on it. The sales mgr told me to drive the truck anyway? Sorry but I do not knowingly break the law. The sales manager also said there is nothing further they can do.

  Business response

  02/14/2022

  In accordance with NJSA 39:10-9 the dealership has acted in accordance with the regulations put before us.
  However, we do recognize that in this situation a clerical error with paying off the sold vehicle has taken longer than anticipated and the financial institution involved has taken longer than normal in processing the title.
  We have been in contact with ************** and been very forward with why this problem occurred and continue to be in contact with him.
  This issue should be 100% resolved in the coming days.
  
  

  Customer response

  02/15/2022

  [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,
  
  *********************

*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. ↩