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Toyota Chula Vista complaints

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650 Main Street
Chula Vista, CA 91911 | Get Directions

(619) 591-0900

http://www.toyotachulavista.co...

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Total Amount in Dispute:
$8,000.00

Total Amount Settled:
$0.00

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 that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Toyota Chula Vista closed in last 3 years.

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

1 complaints against Toyota Chula Vista

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11/21/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $8,000.00 Amount Settled: $0.00

Customer Complaint

10/31/2023

On June 28th,2023 I purchased a 2013 Toyota Sienna, from Toyota of Chula Vista. With in a month the back door broke. I believe it is a safety hazard. In fact, the door fell on my head when it broke. I took it to the dealer. I was treated as if did not exist. They told me the door was NOT under warranty and will cost $1500. To fix. I put my walker in the back, so when I open the back door(it does not rise high enough to clear the back roof) it rubs the roof. Each time the door opens, it causes damage. I am disabled and a senior. One of the reasons I purchased the van is that my spine is deteriorating and wanted a van so when I become wheelchair dependant, I will be ready. In my opinion the van was not ready to be sold. It still has all the personal info. from the previous owner. The maintenance light in on now. They did not even change the oil. I have be disrespected, ignored and lied to my face by the dealer. They will not take the time to even come to any resolution. I take chemotherapy every week. I do not have the energy to fight for what is right. The van was never SMOGED, I had to take the van back for that. I would like my $8000 back and the back door repaired at the dealers cost. I totally regret buying this van, I wish that I never had this unacceptable, horrible experience. I will never buy from this car dealership again. Resolution Sought I would like the back door/spoiler or what ever is broken, fixed at the dealers cost. Because of all the stress and hardship I have endured, I would like my $8000.00 dollars back. I and seriously contemplating suing the car dealership. I have been more than accommodating and forthright regarding the whole situation. I am pay ,29 interest on the loan. I should javelin a major repair on the van. I just purchased it! I can't afford to fix it. This ban should not of been on the car lot and sold.

Company Response

11/9/2023

We know all about this situation, and we have addressed it multiple times with this customer. She brought the vehicle in, about a month and a half after purchase, for a noise when opening the rear hatch. The ASM noticed damage on the top (spoiler) of the rear hatch and took it to our collision center rep for inspection. The collision center noted that the rear hatch likely hit the top of the customer's garage (we have seen this many times before) when she opened it, and the damage was causing the noise, due to rubbing. The customer came back a month later, for the same concern. This time our Shop Foreman inspected the vehicle, and he came to the exact same conclusion. I am currently trying to access the photos that we had on our website, before the vehicle was sold, so we can compare them to the photos our collision center took.

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