Complain about a product or service

Fairfield Toyota

Fairfield, CA

Carol of Suisun City, CA July 7, 2008

I went through the main Toyota website to build a car. They then referred my requested car to the Internet Sales Department at Fairfield Toyota. Ron Sampson was the representative that answered me via email. He gave me a quote of 24.414. I emailed him back saying that I wished to verify that he was talking about the car that I had built on Toyota.com. I listed the packages that had been chosen in that same email. He confirmed via email that the car I had requested could be sold to me for the amount originally quoted. So I made an appointment with him to pick up the car. On arrival at the dealership he showed me to a car that was not the one I had requested...the packages I had requested were not included in this car, no leather, no navigation system, no rear spoiler... I was then told that that was not the car that I had ordered. I produced copies of all of the emails and a copy of the Toyota.Com info page that listed all that I had requested to be included with the car. He then stated that that was not the car he had made a quote on and that he did not know what option B at Toyota.com meant. Sue Keen, manager of the Internet Division joined in and stated that they were unable to stand by the original quote. Though I did buy a car from them at a much higher quote, I would never trust them with an internet quote and I will never purchase a car from them again.

Madelene of Fairfield, CA December 7, 2007

My husband and I purchased a 2006 Chevy Trailblazer from Fairfield Toyota July 1 2006. On that day we also purchased an extended warranty that covered the vehicle bumper to bumper for 100,000 miles or 72 months, whichever came first. At the time of signing no paperwork involving the extended warranty was given to us. In November of 2007 we took our trailblazer into the local Chevrolet Dealership for what sounded like a high pitch whine and squeel at idle that also got louder upon acceleration. We were told by the mechanic that it was the Idler Pulley and Idler Pulley Bearing that needed to be replaced. The amount of repairs was quoted at over 700.00 and the WARRANTY was only going to cover 151.50 of it. I was blown away.

We paid 3104.00 for this warranty and they are only covering 151.50 of it. I asked the mechanic who handled the claim why they weren't covering all of it and I was informed that thats the only portion they would cover. I took my vehicle home and discussed it with my husband. Something wasn't right or fair but we didn't know what the warranty covered and didn't cover as we never recieved anything from the company itself informing us of Coverage. I called the mechanic back that next day and asked for the Warranty Companies contact information. Upon recieving it I placed a call to the number provided to me. A woman answered and after spending 20 minutes explaining the issues at hand to her she informed me that they didn't handle that and that I would have to call the dealership of purchase and find out what my policy covered and didn't cover. I hung up with her and called Fairfield Toyota. Speaking with three different people before finally reaching the voicemail of the person I was suppose to talk to.

I left a brief but definitive message and my number. I recieved a call back within 2 hours. Only to be informed that there wasn't anything that she could tell me other then she would get the Warranty information out to me as soon as possible and told me to call back to the warranty company itself. In the course of a day I made about three rounds of calling between the warranty company ( Century Automotive Service Corporation ) and Fairfield Toyota. Each time being told you have to call the other. I was frustrated to say the least. In the end Fairfield Toyota informed me that they would need information from the Mechanic and to have him fax over all the information he has on the repairs needed. I called and told the mechanic what Fairfield Toyota was asking for and he said he would call and discuss with them what was needed and would give me a call back. I was also told by Fairfield Toyota that they would call with the findings as soon as possible. That was November 8th, 2007.

It is now December 7th and I have yet to hear from Fairfield Toyota, The Mechanic , Or Century Automotive Service Corporation to this day. I have a 27,000 vehicle that is sitting in my driveway because the warranty that I purchased at the same time I purchased my vehicle won't cover repairs. Fairfield Toyota will not handle their end of the matter which would be to ensure that the warranty that they offered to us for purchase be legitimate. I am in the process of filing a claim with the State Of California Department of Insurance regarding this matter, against Fairfield Toyota and Century Automotive Service Corporation. I will also be looking into legal proceedings. When a person purchases an extended warranty and under that warranty PARTS AND LABOR are covered. They should COVER the repairs. No questions asked. Isn't that the purpose behind purchasing an Extended Warranty of 100,000 miles or 72 months?

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