Brian Hilton Toyota Wyong — Wyong, NSW

— Mohamed Zuhbi

Had a terrible experience with Brian Hilton Toyota used cars and their subsequent customer relations department; They sold me a 2022 model Hyundai van with a shocking amount of hidden rust behind the cargo area panels. Upon bringing it to their attention, they told me to get a quote for the repair cost; I took the vehicle to several panel beaters who wouldn't even touch the vehicle, saying it is a total loss to attempt the repairs; due to the nature of the inside and outside panels being welded together, making it a huge job to do. The dealership then took the vehicle to their own repairer, who after over a week also affirmed that the repair would be too costly(over $10000) so they asked me what other options would suit me for my business. It seemed clear that a resolution was reachable at this point. They said they'd get back to me. I also told them I had lost around 3 weeks of business because of this problem; Their initial compensation offer for the time taken and the business loss I incurred was two free $300 services. I told them this is unacceptable and that they needed to do better than that. Days passed without any regard for me and then I receive a phone call telling me they were "fixing" the vehicle - without my authority. They said they are bringing the car back to better than factory quality and that it would be completed the following week. They eventually finished the "repair" and contacted me, providing me with a shonky invoice, I discovered that they had completed the repair at a repair shop that I would never approve of for a fraction of the price - $2200, compared to the price they initially told me they had been quoted, of over $10000. They later provided a breakdown of the repairs they had done, none of which actually addressed the hidden rust except by coating it with cavity wax, which is like a band-aid solution. They carried out superficial repairs on the cargo area and left the core of the problem, and they continuously insisted that they did the best job possible. It's now been several days of back and forth, where I have been trying to make it clear that their own documentation goes against their claim of fixing the vehicle. The customer relations officer is arrogant, refuses to budge, refuses to even accept the facts of the case and is in no way concerned for me, the customer. I have lost a month of business, and they have absolutely no regard for that. The case is now going to Fair Trading for a resolution. I cannot recommend this particular dealership to anyone. Absolute disaster of a transaction and an even worse resolution team.