PEDRO D Aoa
map-marker New York, New York

THE CONSUMER IS NOT RIGHT AT STAR TOYOTA, BAYSIDE

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On 10/16/2017, I reported to Star Toyota of Bayside to repair an air-conditioning leak in my vehicle, a 2008 Toyota 4Runner, as the vehicle's vents were blowing out hot air when the AC was activated. I informed Sunny R Dalavai, Advisor, that I had a leak in the air-conditioning system and I respectfully requested that he not just recharge the system and send me on my way. I stressed that the system had a leak. He did what I requested him not to do, he charged the system and sent me on my way. I was billed $201.21 for recharging and labor. On 04/19/2018, I returned to Star Toyota of Bayside and I reported that the vents were blowing out hot air when the AC system was activated. Again, I reported that the system had a leak. I made this report a second time and I respectfully informed Mr. Dalavai, that Star Toyota did not repair the leak as previously requested. Mr. Dalavai stated that the Toyota technician located a leak on an air-conditioning hose and I was charged $401.21 for this repair. He did state that "this is to start with." I explained that I didn't want to return to Star Toyota for the same repair and I informed Mr. Dalavai that I trusted this repair to be final. At no time was there a systems check conducted on the air-conditioning compressor which lead me to believe that everything with the air-conditioning system was operating as required. On 08/27/2018, I returned to Star Toyota of Bayside for a third time and I reported the same condition, that the vents in my vehicle were blowing out hot air when the AC system was activated. On 08/28/2018, I returned to pick-up my vehicle and I was informed by Mr. Dalavai that the Toyota technician located a small leak in the air-conditioning compressor and that that part required replacement, a total cost of approximately $3000.00. I asked Mr. Dalavai if the technician had inspected the compressor on 04/19/18, and he could not provide me with an answer indicating that an inspection on that part was conducted. I also informed Mr. Dalavai that at no time was a compressor inspection conducted as it was not noted in the invoice notes from the inception. Mr. Dalavai stated that the system was recharged and that I would not be required to make any payment for the new charging of the AC system in my vehicle. At this time, I informed Mr. Dalavai that my vehicle had not been repaired as requested, that my vehicle still has an air-conditioning leak, and that said repairs conducted did not meet the 12 months covered warranty as stated on the invoice. I returned to my residence with the vehicle, but I felt as though I was taken advantage of. As a result, at approximately 1:15PM, I contacted Star Toyota and I requested to speak with manager in order to report my dissatisfaction with the service provided. Alysha, receptionist, answered the call and informed me that Alex Collao, Star Toyota Manager, was in a meeting. She also stated that Diana Castillo, Star Toyota Asst. Manager, would return my call by 2PM. I never received a follow-up phone call as stated. On 08/29/2018, I contacted the Toyota Corporation and I informed Laquisha, receptionist, of the events aforementioned. At this time, I was provided with a case number and I was informed that I would receive a follow-up phone call in regards within two days. On 08/31/2018, I received a phone call from Dian Castillo, Star Toyota, and I reported my dissatisfaction with the service / treatment at Star Toyota. Ms. Castillo stated that she would meet with the advisor and that she would call me back on Tuesday, 09/04/2018. On 09/06/2018, at approximately 2:50PM, I contacted Star Toyota and Mr. Dalavai answered the call. I informed him that I wanted to speak with Mr. Castillo. At approximately 3:40PM, I received a return call from Ms. Castillo and she informed me in sum and substance, that Star Toyota would not absorb the fees associated with replacing the air-conditioner compressor in my vehicle. She also stated that I could request assistance from the Toyota Corporation for resolution. At approximately 3:45PM, I contacted the Toyota Corporation and I was informed by Chelsea, receptionist, that the Toyota Corporation would not assist with the repair because the vehicle was out of warranty. I explained that although the vehicle was out of warranty, the vehicle was not repaired as required, and that the vehicle still has an air-conditioning leak, an issue that has yet to be resolved. With all this said and done, I am in the same position I was in when I first reported my issue to Star Toyota. My vehicle still has an air-conditioning leak.
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Loss:
$605
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

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