ComplaintsforEastern Shore Toyota

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/29/2024 I purchased a vehicle from Eastern Shore Toyota. I traded a vehicle in on the new vehicle that I bought. I received the bill of sale and other paperwork to get the tag transfered to the new vehicle. I was unable to get the tag because of a mistake that the dealership made which charged me an extra $308.15 in taxes. When I finally made contact with the saleman he told me that I need to get the tag office to reimburse me. I went back to the tag office and I got a manager from the dealership on the phone with an employee at the tag office. The employee told the manager that the bill of sale was wrong and that a corrected bill of sale was needed. The manager still sent the wrong paperwork, sending a buyers order instead. So, I asked the manager of the dealership can this be corrected and she said that the person doing that was gone for the day. So, I'm still without a tag and there is the matter of the money, $308.15 that I was over charged. *** made numerous calls to the dealership to speak with another manager. I have yet to hear anything back. I've made numerous attempts to contact someone through their internet chat and same result. The dealership has charged me $29,748.15 when in reality I should have been charged $29,440.

  

  Business response

  07/10/2024

  Unfortunately, we were one of the ****** dealerships affected by the *** ransomware issue. In order to continue serving the public to the best of our ability, we were doing car deals by hand and manually calculating sales taxes. We apologize for the delays as our system just came back up last week and we have had to re-enter all sales and service for the last several weeks into our system, which compounds the delays. Our accounting office has caught the sales tax calculation error made in the finance office and is issuing a refund of the tax discrepancy. Our general manager is working with your finance manager to correct the bill of sale error and he will have it sent to you ASAP.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January, we purchase a 2017 ***** Ridgeline from Eastern Shore Toyota trading in a 2010 Ridgeline. At the time of purchase, we purchased a $3,300 extended warranty. Within the first two days, the truck began to lose power and other issues and was reported to the salesman from the dealership. The salesman said to call the service department at Eastern Shore Toyota and when we did, they said because of the extended warranty to take the truck to ************* which we did. Their technicians discovered the truck needed an entire new transmission and submitted this to the extended warranty company. From the attached paperwork, you can see that they are refusing to pay for the transmission ($12,000) because they say it must have been there when purchased and that Eastern Shore Toyota cleared all codes and history when doing their diagnosis of the truck. Repeated calls, emails and visits to *****************, general manager and ******************* Sales Manager have been ignored . Repeated requests for them to make this right have been ignored. Two plus months later the truck is still sitting at ************* where it needs a new transmission. All involved agree that Eastern Shore Toyota should pay for the repair and refund the worthless $3,300 extended warranty due to Eastern Shore Toyota clearing all history. According the ***** dealership and the warranty company, the truck should have gone back to Eastern Shore Toyota because only a few days after sale but Eastern Shore Toyota told us to take it to *************.

  Customer response

  04/04/2024

  Eastern  Shore  Toyota contacted ***** last Friday (only after getting Bbb contact) wanting him to purchase or return the loaner car they had given him when his truck died after 3 days. They wanted $5900 more than he had paid for the ridge line for the loaner eventhough the stickers were exactly the same. They actually said they were very offended that we had contacted BBB when they had let him drive the loaner. To begin with the loaner was for while his Ridgeline was  repaired. Then they had offered to find him another Ridgeline which never happened and no phone calls returned. Then they said would exchange for like value (dollar for dollar their words) truck. 
  
  Today finally ***** decided since Eastern Shore Toyotas only option was to pay $5900 more to them for the loaner that he did not want, he is paying out of pocket to have his Ridgeline new transmission ($10,000) replaced at ************* where EST send him for repair.  When he told eastern shore Toyota this today they said return the loaner or they were calling the police. He told them he did not have a way to get it out there today,  so they sent two people to pick it up.  
  During this weeks conversations with ******************* the sales manager, it is clear they dont care and just blame it on the warranty that they sold us. Everyone else involved including *************   says that if it had been their sale 3 days in, it would be their responsibility to fix it. Eastern shore ***** acts like they are doing us a favor to sell us a same  value truck for $5900 more. I honestly dont know whether it is the warranty companys responsibility or Eastern Shore Toyota but warranty company denied bc too soon and history erased. 
  Sent from my iPhone
  

  
  

  

  Business response

  04/04/2024

  The General Manager reached out to ****************** to work on getting him to finalize the purchase of the Ranger he has been driving for three weeks.   
  
   

  

  Business response

  04/04/2024

  ****************** has been driving a loaner Ranger while his 2017 ***** Ridgeline was in the shop and indicated to our sales management team that he wanted to purchase it.   ****************** has been driving the Ranger for the over three weeks.    Several attempts to reach ****************** were made during those weeks to finalize the purchase of the ranger but ****************** did not show up to the appointments that were scheduled.   

  On 4/03/24 ****************** arrived, spoke with a sales manager about purchasing the Ranger and them went to *************.   ****************** stated that he was going to purchase a transmission for the ***** for his ********************************************************************************************************************* so.  The General Manager declined the extension of the loaner due to ****************** having already driven the Ranger for three weeks and the difficulty we had in reaching him.   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my car on 12/29/23. I still have not received any information to be able to make my first payment. My trade in has also not been paid off. My check for my down payment cleared on 1/3/24. I have contacted the dealership 4 times to hopefully resolve the issue. Each time I am transferred from person to person and given excuses. The first time I contacted them was on 1/17/24 and I was told to be patient and not to worry. So I waited and called again on 1/26/24 and was transferred to several different people with no help. I have even tried contacting South Eastern Toyota Finance and they were unable to find any information about the car in their system. I provided the *** number and my SSN and they were unable to find anything. They stated oh yeah thats a problem it shouldnt take this long. Your best bet will be to contact the dealership directly. So I contact the dealership again and I was told it looks like something with your deal wasnt finalized. I was promised on 1/30/24 that they would fix the issue and return my call. Still nothing has been done and no one has tried to contact me.

  

  Business response

  02/06/2024

  The paperwork  and a check in the amount of $697.90 was delivered to **************** Monday, February 5th.   The customer was explained that since she signed hard copies of the documents it would take longer to process (7 to 10 business days).  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visited dealership on 12/18. I planned to purchase a RAV4 **** in a different color. I was told additional RAV4s were coming in 4 days. I signed paperwork and was told my paperwork would be held until the new one came in (due to them not having the *** number yet AND I had to order a replacement title for the vehicle I was going to trade in). They intentionally said I didn't need a copy of the paperwork when leaving b/c it wasn't finalized yet. So I left empty handed. For personal reasons, I decided I do not want to purchase a new vehicle at this time. I texted the salesperson I had dealt with. I emailed the finance manager AND the general manager. I told them to shred my paperwork that I was not going to buy the vehicle. I heard nothing in return. Since it was past the date of when the new vehicles were to arrive, and that I hadn't heard from them, I assumed the deal had been canceled per my request. On 12/27 (NINE DAYS LATER), the salesperson texted me and said my vehicle was ready to pick up. I once again said I was not purchasing the vehicle. I was given the reply that it was already processed. I then called the general manager, who was not available to speak, but I left a voicemail for him to return my call. He never did. On 1/3 I received a notice in the mail that my contract had been altered and my first payment is due 1/17. The letter was dated 12/22, meaning AFTER I asked that all my paperwork be shredded. (I have email and texting documentation to prove this). I called Southeast Toyota Finance, who referred me to Toyota ***************** Their automated line says my account cant be located. I have not even seen this vehicle, much less have possession of it, nor do I want it.

  

  Business response

  01/04/2024

  We spoke with ************ today and told her that we are not processing this paperwork.  She said she was happy with this outcome and that she would let the BBB know.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2023 Toyota Camry on December 10, 2022 . They only gave me one key and I have been calling since March 2023 but they keep giving me the run around. So I called again and the sales person transferred to a different company and i tried calling again left messages. They do no care. Please help. I just need my second key.

  

  Business response

  10/04/2023

  The ** of Eastern Shore spoke with Mr. **** and advised that we would have an extra key cut for his vehicle until the key Fob could be obtained from Toyota. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my car at 730 am July 19, 2023 to have the A/C repaired. Received the diagnosis from them a couple hours later and I authorized them to do the work. The next afternoon July 20 I hadnt received any communication from them since the diagnosis. It took 4 phone calls from me and over 3 hours later before someone contacted me back. I was told the parts arrived that day and that my car should be ready July 21 afternoon or July 22. Again, after no communication from them I contacted them again on July 24 afternoon and asked if my car was ready. Two hours later I received a text and was told it wasnt ready but that it would be ready July 25. The next afternoon July 25, after no communication from them I texted them and asked if my car was ready. They replied that my car wasnt ready and that they would shoot for tomorrow July 26. So on July 26 I texted them after lunch and asked if my would be ready today. Two hours later and I havent received a reply. After 8 days in their shop, Im at the point that Id just like to get my car back and take it somewhere else to be repaired.

  

  Business response

  07/27/2023

  We apologize for the delay in returning **************************** vehicle.  While the car was torn apart, our tech got sick and was out for a few days.  ************************ picked up his vehicle yesterday.  

  Customer response

  07/28/2023

   
  Better Business Bureau:
  
  My complaint was immediately addressed once management became aware of the situation.  I am very satisfied with their response. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Eastern Shore Toyota,I hope this email finds you well. I am writing to address a serious concern regarding my recently purchased truck from your dealership. I regret to inform you that the vehicle has been experiencing a persistent and dangerous issue known as the "death wobble," which has jeopardized my safety on multiple occasions.I brought my truck to your dealership's service center approximately one-four months ago to thoroughly examine the issue. After a comprehensive evaluation by your master technician, it was confirmed that the truck is currently undrivable due to this alarming problem. Given the severity of the situation and the potential risks involved, I am compelled to promptly contact you to find a resolution.As a responsible vehicle owner, I prioritize the safety of myself, my passengers, and other road users. It deeply concerns me that the truck I purchased as a reliable mode of transportation poses such a significant threat to my well-being. The "death wobble" episodes have occurred under normal driving conditions, and I have found myself in terrifying situations where I feared for my life.Given the urgency of this matter, I request your immediate attention and assistance in resolving this critical issue. Please understand the gravity of the situation and take appropriate measures to address it promptly. Therefore, I request that you arrange a meeting or phone call with someone in a position of authority or expertise who can effectively assist me in resolving this matter.I believe in open communication and trust, and I am confident we can work together to find a satisfactory solution. I eagerly await your prompt response to discuss further steps to rectify this situation and restore my faith in your dealership's commitment to customer satisfaction.Thank you for your attention to this matter, and I look forward to hearing from you soon.

  

  Business response

  07/06/2023

  **************** did come to our service department and met with our Shop ******* about a condition he described as a "death wobble".  Our ******* did a road test with him and explained that what he was feeling was the transmission downshifting (as it does on all Tacomas) and wobbly ride because of the oversize aftermarket wheels that he added to the vehicle after purchase but did not change the size of the tires to accommodate the oversize wheels, which does cause the ride to be wobbly.  We detected no defect with the vehicle.

   

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 4, 2023 $34,419.38 pay off of the vehicle I traded in the dispute is that the salesman said he got the payoff on my vehicle and that the deal was good to go. But come to find out the salesman or dealership neither one called and verified a ten day dealer payoff.So the dealer payoff was $7139.82 more than my personal payoff. So to months has passed and they still havent paid off my trade in and are requesting me to pay the $7,139.82. So now im stuck with two vehicle payments and only have possession of only one of the vehicles.I have tried to contact the dealership GM and the Sales manager threw email and phone calls with out any response.Dealer number: ****** customer number: ******

  

  Business response

  05/03/2023

  The vehicle has been processed to be paid off after confusion with VW Credit regarding a difference in pay off.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been receiving email notifications from Toyota that my Loyalty Rewards were getting ready to expire (see attachment). I recalled that Eastern Shore Toyota had advised that I get a transmission fluid change during my last service and quoted $199.99 which I declined at that time (see attachment) I stopped by Eastern Shore Toyota and asked whether the Loyalty Rewards could be applied for this service and was advised that they could. I dropped my car off Dec 4, 2022 using Easter Shore's drop-off service. On the drop-off envelope, I specifically asked that they apply my Loyalty Awards for the service. I provided a home address, cellphone number and an email if Eastern Shore needed to contact me. I received a text late on Dec 5 that service had been completed. When I went to pick the car up on Dec 6, Eastern Shore advised that I owed $262 for the service. When I asked about the Loyalty Rewards, they indicated that I needed to bring a mailed voucher (I have not received any mailings from Toyota - not even for the *********************** Campaign which seemed like a safety issue, let alone Loyalty mailings; I thought that the email was the voucher ). Eastern Shore agreed to lower the charge to $232 which I pointed out was still above $199 previous estimate. Eastern Shore pointed out that that estimate *** not have included materials or labor (what's the point of a quote then?)

  

  Business response

  12/08/2022

  After reviewing ****************** invoice we did notice that we erroneously charged him $231.32 for the $199.00 service.  We will be refunding him $34.35, which includes the tax.  We did give him his loyalty discount of $25.  It is listed under **************** on the invoice.  So sorry for this error.

  Customer response

  12/14/2022

   
  Complaint: 18535487
  
  I am rejecting this response because:I am rejecting this response because: Eastern Shore did not address the $180 Loyalty Discounts at all. Furthermore, if they did honor $25 in Loyalty Discounts, that should be applied to the $199 quoted charge, not
  the erroneous $262 charge (Charges would be $199 -$25 or $174. The refund using their numbers should therefore be $232 (paid) - $199 (quoted) +  $25 (accepted Loyalty discount) = $58.

  Why couldn't they work this out during my visit? Their response to "take it up with corporate" was less than helpful.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  See attached document. ********************************** the **************** and for the note to be paid on trading in car.

  

  Business response

  12/08/2022

  We would like ****************** to bring her car in so that we could examine the 2 cupped tires.  Our records indicate that the tires passed inspection but we would definitely be willing to check them again.  Also, if she will bring in the receipt for the key fob we will be glad to reimburse her.  She should come to Eastern Shore Toyota and ask for ***************.

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Would I need to make an appointment? I would only be able to bring vehicle in on the weekend.  

  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩