Jessica L Dbp

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Horrible experience buying brand new car

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I went into Ron Tonkin Toyota knowing that I wanted a Hybrid 8-seat minivan with all-wheel-drive. I also stated that I needed a roof rack and all weather floor mats.

I was told the LE was the only option to meet that criteria and that it would not be possible to get it with a roof rack. They gave me a $500 credit towards an after-market roof rack. Believing it was my only option, I ordered a 2021 Toyota Sienna LE. Later I found out that there was a plus package that I could have ordered that includes a roof rack, tow package, and Remote Connect technology that allows you to remote start the car through their app (I cannot even add that technology if I wanted).

Fast forward a few weeks when my car arrives.

I take it for a spin. When we get back, I look the car over and notice that the middle row seats are not sliding very easily. I also notice that there is a plastic part laying on the floor behind the seat. I ask the sales associate if he can get that fixed before I buy it.

He guarantees it, and I assumed that the car would be cleaned and seats fixed. Instead, I was given a dirty car with sticker residue on both side mirrors and passenger window as well as circle marks on the windshield. The floor mats were covered in dirt, the outside had not been washed, and there were used gloves sitting in the cup holder. I get home and start showing my husband the car when we attempt to move the seats forward that plastic piece falls off again.

I immediately go back to the dealership.

They are unsuccessful in fixing the seats and have no solution for me. I am told I need to not use (slide) the seats. I am given no explanation of what to expect next. I get a call the next day from customer service.

Her solution is to order me carpet mats and she hopes the cost will be covered so that I do not have to pay AGAIN for mats. I paid $220 for upgraded all weather mats and she seemed to be implying that it might not be covered for me to get replacement carpet mats. I tell her that I NEED all weather mats and there needs to be a better solution.

I make an appointment to bring the car in and have them look at it further. I am thankful that Jamie in customer service has offered to give me a rental while they try to figure out what is going on.

However, getting into the rental and on my way proves to be yet another huge inconvenience and drain of time. It seems that there is no clear communication happening between service and customer relations because we walked back and forth 3 different times just to get the right paperwork and information to get me into the rental and on my way. The ladies in the rental department were not very friendly and seemed to care much more about making things by-the-book than offering any type of customer service.

Upon returning the car it is pointed out and documented that there is a small brown stain on one of the passenger seats. I sign saying that I acknowledge that one specific stain.

I receive a text that they cannot get the stain out and are charging my card $300 for a full detail. I am in disbelief and tell them to contact Jamie as Im sure this is a misunderstanding. Jamie then contacted me with pictures of multiple black grease-like stains saying that she cannot help me and that I am legally obligated to pay the fee. I question the other stains.

Why were they not documented on the paperwork like the brown stain had been? Why were those stains not brought up to me when I checked the car in? Why does the seat seams look different in the pictures of the brown stain versus the huge black grease stains?? Perhaps a scam?

I refuse to pay, even after Jamie discounts it to $150. So she says I will no longer be welcome to use their rental services again. Wow!

Still no solution and I am completely jaded by this dealership

So here we are. Today I was told they can remove the plastic pieces so that I can keep my mats and the seats can slide until Toyota investigates this problem.

As of now, I can expect for this process to take months until they redesign and manufacture new mats or plastic seat trim.

So after three attempts to fix the problem, I still have a broken middle row of seats with no communication from them. dealership.

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Preferred solution: Let the company propose a solution

User's recommendation: Go to another dealer

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