Big Rock Toyota

Buyers Beware. SCAM!

Purchased a 2015 land cruiser from Big Rock Toyota, claiming the vehicle gone through a 110 point check and is in good condition. Upon initial inspection, the vehicle was presented in fair condition with some underbody surface rust.

However, during the two months of ownership, the vehicle had broken down twice and I discovered that the rust had eaten through body panels. Especially on wheel arches, which was covered in “sound deadening”. Claimed by the used car sales manager, saying that “they spay a thin layer as the factory often cracks”.

I found rust bubbles above the wheel arches and decide to removed the sound deadening. Revealing, massive rust holes that where filled in with body filler.

I brought this issue up with the dealership and they offered a 50% discount on a fibreglass “BAND-AID” treatment. They would not cover the repair and blamed the rust was my fault because I scraped the sound deadening off.

I took the vehicle to 2 highly regarded rust and custom restoration specialists, who said that the vehicle was unroadworthy, and that there was no way that the rust formed in the two months of my ownership. I was advised to seek help from consumer protection.

After, I meet with the used car sales manager for the third time. Demanding a refund as I was fed up with this situation. It is ridiculous that they not only denied to fix it for free, but also blamed the rust on me. The Manager tried to leverage the 50% discount saying that it will not be offered if I go to consumer protection.

So i got in contact with consumer protection, and the ACCC.

A case was opened up with consumer protection and they assigned a negotiator. Within hours of discussion, the dealer principal agreed to a refund of the purchase price only.

The ACCC was slow and emailed me after negotiations, saying that they can’t get involved as they deal with large scale cases. However explained that the rust is classified as a “Major failure” as anyone who would have been known about the rust before purchases the vehicle would otherwise not purchase it. Therefore, I am able to chose either a repair or refund and maybe be-able to claim compensation.

I lost out on approximately $4,000+. ( stamp duty, tint, ext. )

How TF did I purchase my dream car from a Toyota dealership and lose out???

Approximate cost: $45000

I Took my car in for a service at Big Rock Toyota. 

I confirmed before the service that it was a capped service price of $426. 

Big Rock Toyota called me during the service and said it should have a brake fluid flush and a windscreen blade replacement and the injectors should be cleaned and that this would increase the service price - however I advised that I had all of that done last service in Adelaide, and I didn't want any of these things done again. The fact that the service team wanted this done even though it wasn't required rang alarm bells. 

I was then called back shortly after and advised in order to do the wheel balance (included in the service price) they would need to do half an hours work to wash the mud off the wheels (not included) this was going to cost $80. I approved it because I was going around Australia and needed the wheel balance done and didn't have time to mess around. 

However I thought about it afterwards and it was obviously another attempt at upping the capped price servicing. 

As I have always owned 4wds and never recieved this 'Mud cleaning' charge, I called my local Toyota (Launceston Toyota) for advice and they said they would never charge for that and it shouldnt have been charged. 

So Its obvious that the couple of times they called they were just trying to get extra money out of us any way they could. They eventually succeeded.

When i spoke to the service manager of Big rock, and advised I was unhappy with the 'mud cleaning' charge, and that I sought advice from my local Toyota dealership, he advised well if Launceston Toyota doest charge for that then they don't have good business practices. He also kept repeating 'you approved it.'

Worst Car service experience in 20 years.

I had my car serviced and later when I collected it I noticed a crack of about 25 cm on the windscreen. I notified the service adviser of the damage. He then took him 45 min to view a video recording taken on my arrival. This is what unfolded:
-After waiting 45 min I was advised the footage showed that the crack was there when I arrived.
-I asked to view the video showing the crack. what was shown to me was an obscure shadow on the windscreen, which I will explain below later, taken from the front of vehicle. Not convinced that the small shadow was the long crack, I asked for the technician to zoom on the windscreen. Sorry can't be done.
-I found the answer very strange, the technician who recorded he footage zoomed on everything visible to him like a small scratch mark on the bumper but couldn't see and zoom on a crack of about 25 cm on the windscreen.
-The reason is simple, and I am adamant about this, there was no crack on the windscreen when I arrived in the morning.
I look after my car, drive it everyday, wash it every third week end, why didn't I notice this sizable crack. Further I have an insurance cover that includes a free windscreen replacement. If the car was damaged before I took it for the service, why would I put my life or my grand children whom I take to school in an unsafe and dangerous situation?
-When I asked the service adviser why the "shadow" or the "reflection" as the Dealer Principal labelled it later, was shorter than the actual size of the crack. I was given timid answers such as, it could have gotten worse during the service. maybe when the car was washed or the heat could've played a part!
-If they took the time to check the windscreen inside the car, (maybe they did but no admission) they would have noticed some sticky remnants left on the windscreen by the sunshade, which could be what the shadow or reflection is.
-Suggestion was given to send me a copy of the video footage by email. That was proven to be difficult for them, then when I requested to go there and download it on my external drive so I have it analyzed by a third party, this time the DP refused this request on the ground that no video footage is given to customers!
-I sought an assurance from the DP not to delete the footage until this matter is resolved, I had no reply to this request.
-I was told to claim through insurance. Excess? at my expense
-Replacing the windscreen at my expense.
-An apology or a token gesture for the undue stress and frustration this incident has caused me would have been enough to resolve the matter. Nothing.
-Due to the arrogant and dismissive attitude I have encountered I am taking this matter further.

I choose to come back again in Big Rock Toyota for the second time around to purchased a Prado with an awesome salesperson name Antonio Sargado who assisted me well and help me to get my Prado and help me everything i need to know and set up

really disappointed in the way they treated me,i rang on the day to see if the car I was interested in was there and was told yes,when I turned up they told me it was sold,they then showed me a car similar with less km, we ended up agreeing to the price.signed all the forms then found out the next day they sold me the original car.(with more km on it)
After ringing the dealer principle they took a thousand off the deal I received but to say im disappointed with them would be an understatement .Never Again Big Rock

They have very friendly customer service. Antonio was very helpful in helping with the process of purchasing the car. He answered all the quires we had. The financial officer was very friendly as well. overall great customer service

Overly priced services. They sign off on things not done, ie. state they have rotated tyres when they haven't, then try and make excuses. I had a faulty speedo and this was replaced with a faulty speedo - no check to see if ok. A letter of complaint was sent and some man rang me saying did I really want to complain and then expected me to send a copy to another office