ComplaintsforWestchester Toyota

• Initial Complaint

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 10th 2024 I purchased a car from Westchester Toyota. It's a 2021 Toyota Camry, certified used vehicle, VIN number *****************. Within a week and a half of having the vehicle, I realized through research that the vehicle had a recall issue with the passenger air bag, unbeknownst to me, which I did not know at the time of purchase. The salesman failed to give me full disclosure. Within two weeks of purchasing the vehicle, I brought the vehicle back to the dealership and expressed my concern and requested that they take the vehicle back. Informed the salesman that I did not want the vehicle no longer. They told me they couldn't take it back, and they wasn't going to take it back. I requested to speak to a manager, when the manager arrived he explained his disappointment in the situation. But what he can do for me is put me in a vehicle of same or lesser value and do a swap, by buying the car back from. Which didnt make any sense to me. But in the end they couldn't do that until the title came. I agreed in good faith. Two weeks later, the title came. Once the title came, I went back to the dealership, looked on the lot, and seen a *** 2 series that I wanted, which was less value than the car I originally purchased. The Toyota Camry 2021 was $28,000, and the *** 2 Series was $23,000. They didn't inform me that they was running my credit over again, and creating a whole new contract and treating it as a brand-new transaction, but that's exactly what they did. Toyota ****************** denied me for the 2nd vehicle, of course, my credit has been hit from all the hits taken from prior Toyota inquiries. When I first walked into the dealership and bought the vehicle, my credit score was 689. At the time of the exchange and the swap to the ***, my credit score had fell to 644. Toyota ****************** denied me for the loan for the ***, and then the salesman and the manager said there's nothing they could do for me. I decided to file a complaint

  Business response

  09/27/2024

  *** ******** clearly signed and acknowledged the open recall notification on the Car Fax report. When *** ******** decided he wanted a different vehicle a new transaction had to be created and a new application had to be submitted to the lender. Westchester Toyota staff informed *** ******** of this.

  ***** *****

  General Manager

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to urgently address a critical matter regarding my recent visit to your Toyota ************** concerning my Toyota Highlander,2021 XSE. On MAY 2, 2024, I brought my vehicle in to address a known issue that is also part of a Toyota recall. Shockingly, I was informed that the repair would not be covered under the recall, despite its clear eligibility.Moreover, this issue was previously mishandled by another Toyota dealer in **********, where the vehicle was last serviced. As a resident of ********, the prospect of revisiting ********** to rectify their error is both unreasonable and financially burdensome.The issue at hand SRS AIRBAG SYSTEM MALFUNCTION. This issue has been widely reported among Toyota Highlander owners, prompting Toyota to issue a recall to address it. Given that my vehicle is experiencing the exact symptoms outlined in the recall, I expected swift and decisive action from your service center.During my visit, I encountered considerable resistance when requesting coverage under the recall. The lack of cooperation and understanding displayed by your staff is deeply concerning and reflects poorly on the standard of customer service expected from ************************* a dedicated Toyota customer, I have always relied on the brand's commitment to quality and accountability. However, this experience has shattered my confidence and left me questioning the integrity of Toyota's service network.I implore you to urgently review your decision and provide the necessary coverage for the repair under the applicable recall. Time is of the essence, and any further delay will only exacerbate the situation.

  Business response

  05/13/2024

  At this present moment Westchester Toyota is currently assisting ************** to repair his vehicle.

  Customer response

  05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and i am waiting for the results.

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

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday December 29, I went into Westchester Toyota parts center to purchase a 24F true2 battery and two gallons of pink coolant. I went into this parts center because of an advertisement for a 20% discount. The discount is advertised on their website and is attached to this complaint. The coupon clearly states that it applies to service or order. The gentleman at the cashier area told me his manager, ****** has refused to honor the coupon. I would like this coupon to be honored plus an additional 20% off this same purchase for the wasting of time and falsely advertising.

  Business response

  01/02/2024

  I have reviewed all possible coupons. The coupon with 20% off is a service and parts coupon for the work to be done here, the battery coupon is for ***** off not 20% off. And the coupon for parts alone is 10% off and is clearly written excludes Batteries and Tires.

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

  General Manager

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 24th, 2023 I took my car in to the Toyota ************ located in *******, **. I explained that water was accumulating inside right rear door. They told me that the rubber molding was not sealing & they would need to order the part. I paid $62.66. Toyota Service told me to come back the next day. On 5.25.23 I sat at the service center for 5 hours. Finally after I approached the Service Agent , he told my **************** that everything was done. It was a LIE. My husband checked the door & the same OLD rubber was still there. In addition, on their report dated 5/25/23 they stated they fixed the Left rear door. That is also a LIE. I spoke with a Service Manager named ****, till this day am still waiting for a call back with the part. I also reported it to Toyota ************************ Nothing has been done. Kindly help me get my refund for a part they never installed.

  Business response

  06/06/2023

  Please be advised that ************* was refunded $62.66 on 5/24/2023. See attached receipt.

   

  Regards

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went in to Westchester Toyota located on Central Ave. on 07/13/2022. I went there to ask about a vehicle I saw advertised online for $9000. When I approached the sales man about the vehicle he informed me that the vehicle was no longer available. He then directed me to a 2018 Toyota Rav4 for $23,000. I test drove it and really liked it. I agreed to purchase the Rav4 vehicle for $23,000. I signed the paper work and went home with the vehicle. Later the same day I sat down to review the contract and noticed I was charged much more for the vehicle. I was charged over $43,000 for the vehicle plus another $8,000 in warranty charges. I went back to the dealer the very next day to ask for help but no one helped. I have been back to the dealership a number of times after this incident to try to get this matter resolved. I have included my vehicles advertisement.

  Business response

  10/18/2022

  Westchester Toyota has been in contact with **************** several times and has explained and showed **************** all the documents from the very beginning of him entering the showroom. Westchester Toyota has offered to cancel all add on products, although we have all the documents that were signed for and acknowledged. *************** declined. 

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

  General Manager

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is not entirely true. I was told that I can remove the added warranties but this is not the issue. I was charged more for the vehicle than the agreed price. I agreed to purchase the vehicle for $23,000. The price I agreed to was $23,000 plus tax. I did not see what they charged me until later that day. I was not shown the price of $43,334 with tax for the vehicle without the add-ons. This is a base model 2018 Toyota Rav4 with nearly 50k miles. They offered me the vehicle for $23,000 but put a different price on the contract without my knowledge. I was never shown or told that the price was $43,334. I assumed it was a mistake and went back to the dealership the very next day. They did not fix this issue. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  
  

  The business did not resolve the issue. Complaint ID#********.
  The business made a very small offer in exchange for a signature. The offer was way too small and insignificant. We were willing to meet them down the middle to resolve this issue.
  
  
  Regards
  
  
  ****** 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/27/2022

  Westchester Toyota had an in-person meeting with *** ****** and his son. Westchester Toyota reviewed the documents given to *** ****** admitted to the General Manager he didn't read any of the documents and may have been confused. Westchester Toyota offered *** ****** a 3000.00 good will payment and to cancel all products he willingly purchased totaling 10000.00 *** ****** refused. At this time there is nothing more Westchester Toyota can do to resolve this issue.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********** May 28, 2022, I went to Westchester Toyota with another party. I was brought to two salespeople, *** and *******************. We negotiated a price for a new 2022 Midnight Black Toyota Rav4 Hybrid. I was given multiple papers to sign and given the Vehicle identification number (VIN) to the car that I put a $1000 deposit on. I was told that the deposit is refundable and reserves the car for me. We were told that the new vehicle would arrive within **** weeks, due at the end of July. Throughout the coming weeks, I emailed ***** and was assured that my vehicle was coming. On Tuesday, July 19, 2022, during my shift in the hospital as a Registered Nurse, I received a call from ***** that the vehicle would be arriving within two weeks. I was excited as I and all parties involved, know how long I had been waiting for the vehicle. At this point, almost two months have gone by. I told ***** that I would like the Bill of Sale, as I may be financing the car through my credit union, and this was required. ***** spoke with ***, and assured me via email that I would receive the Bill of Sale by Thursday or Friday. On Thursday, July 21, 2022, I received a call and email from ***** confirming that my new vehicle had arrived and was personally brought to Westchester Toyota that day, by ***** herself. The Bill of Sale was attached to the email with a signature from the authorized manager and the cars VIN number attached, confirming that it was the same vehicle I put a deposit on, back in May.***** called and emailed me, stating let me know what days you are available to pick up the vehicle. Due to my excitement and the haste from the consistent contact from ***** to pick up the vehicle, I promptly scheduled to pick up the vehicle on Saturday, July 23, 2022. When I arrived on Saturday morning, I was met by ***** and ***. *** began by asking me if I want a different vehicle with less features than the Toyota I purchased. I promptly stated no, I want the

  Customer response

  07/28/2022

  To Whom It May ******************************* they did not give me the car ever to this day. I am still awaiting a response but have not heard anything in days. I am extremely dissapointed and disgusted by this. It is not fair to go back on a deal, with me standing right there, just because you want to. I drove over an hour to come and pick up my car, after I was called by *****, the salesperson to come; and they still played me nonetheless. I appreciate your help.

   

  Best, 

   

  ****

  Business response

  08/15/2022

  Please be advised that ***************** issues have been resolved free of charge. 

  If there are any other questions please don't hesitate to contact the dealership.

  Regards

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not know who the business is referring to in their response. I do not know who "*** **** is". My issue has not been resolved. I have NOT received the car for which Westchester Toyota committed an obvious breach of contract. I am STILL awaiting a resolution from Westchester Toyota and have no current updates from the business. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/25/2022

  Please be advised that after some back and forth with *** ***** it has been agreed that she will accept delivery of a similar vehicle than previously promised. We apologize for this undue confusion and expect this issue to be resolved within 4-6 weeks. If you have any further questions please feel to contact us.

  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. ↩