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Capitol Toyota complaints

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783 Auto Group Avenue NE
Salem, OR 97301 | Get Directions

(503) 399-1011

http://www.captoyota.com

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Total Amount in Dispute:
$60,280.00

Total Amount Settled:
$280.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

2 complaints against Capitol Toyota closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Capitol Toyota

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8/4/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $60,000.00 Amount Settled: $0.00

Customer Complaint

7/15/2022

Capital Toyota is nothing but an absolute nightmare. I refuse to use capital Toyota's financing and they treated me like absolutely crap. I purchased a 2020 Toyota Supra from capital Toyota. Because I refuse to use capital Toyota's financing. Capital Toyota now is refusing to do any warranty work on the car. Capital Toyota sold me a 2020 Toyota Supra With the manufacturers glitch in it. Capital Toyota now is refusing to fix it. I can't even get capital Toyota at this time to return my phone calls. Under no circumstances buy a car from capital Toyota there are nothing but a nightmare. Resolution Sought My 2022 Toyota Supra has a manufacturer's glitch in it. The car has approximately 150 miles on it. And they're refusing to repair it or replace it.

Company Response

7/25/2022

This vehicle has never been in our shop. I don't know what they are talking about as far as a glitch. It doesn't matter what financing company you go through, the manufacturer (Toyota) warranties the car, not Capitol Toyota. The warranty is good at any Toyota dealership in the nation.

8/4/2022

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $280.00 Amount Settled: $280.00

Customer Complaint

1/12/2022

Toyota did not repair my vehicle correctly or according to my request, which cost me more in labor charges that I should not be responsible for. My complete bill was over $1,800, which I had to finance. A repair of a hose and water pump was one issue I had because 2 days after the repair, I had to take it back in for the hose to be replaced again. I was charged $140 labor, but not charged again for the hose. I drove the truck home, but the next day I was told about the labor charge, which I disputed but paid. I contacted the business office about it but nothing was done. I also disputed the labor charge to replace a thermostat because I told 2 managers I had already replaced the thermostat 2 days before it was worked on and I didn't want to have it replaced again. Not only did I pay over $120 for the thermostat including labor elsewhere, but Toyota replaced it with their brand and charged me for another new thermostat plus $140 in labor. This is just not what I expected, plus I was charged over $300 for a tuneup at Toyota, but was quoted elsewhere $175. While the employees are nice and helpful, I believe that upper management is not concerned about customer service issues, but focused more on sales. I feel that because I'm an elderly female, I was not a high priority customer . Resolution Sought Refund of 2 hours labor for thermostat labor and 2nd hose replacement labor considering I contacted management to cancel before thermostat replacement was started, and was never told there was a second labor fee to replace the faulty hose install. I was not told of any fee before they replaced the hose that should have been fixed right the first time.

Company Response

7/25/2022

The coolant leaks were not diagnoses properly by Jiffy Lube, (they don't do this type of repair anyway) we checked it out and it needed more repairs, and the customer authorized more work. We replaced the aftermarket thermostat and installed a factory one because the non factory cheap thermostats are known to have issues. We refunded her $280 for customer satisfaction.

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