ComplaintsforEastern Shore Toyota

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I write this email after numerous attempts at calling the dealership and having someone tell me they will call me right back, and the last time I spoke with ***, the assistant manager was Friday at 4:48pm and he was supposed to going straight to accounting and then call me back. Needless to say, it is now Monday 9:14 am and I haven't heard back. Background for this email: My son and I went in to Eastern Shore Toyota (EST) last Wed. Nov. 16th. We had just left the ***** dealership where we could have driven off with a nice CRV at the price I wanted, but to be fair to my son, he wanted to test drive a RAV4. ******************* was the salesperson and the car that we had talked about on the phone and on the internet sales site were no longer available. According to ***** there were no RAV4s on the lot at all for sale. After we had driven from *********, **. ************ proceeds to tell ** if we go ahead and do the paperwork he can have my son in an RAV4 XLE first thing Thursday morning. One was on a truck in route and it would be his. We go and do the paperwork with *****. I had already gone on line and did the pre-approval before we got there and had a cashier's check for $7k in hand. First, I'm told my interest rate couldn't get any lower than ****%. Then after sitting in ******* office for over an hour while he sits there entering data on the computer after I had already marked I did not want all the extra insurances, warranties, etc. He says, "for $50 more a month, I can get you bumper to bumper for the life time of the car new tires, oil changes, anything that happens to this car we can fix and it will not cost you one cent." At this point, I'm tired, it's cold, it's raining, my head hurts, no vending machines so I can get a coke or a coffee. I say sure. We sign the paperwork. I didn't have a good feeling when we left the dealership. They kept saying how busy they were but there was a glass room with several men just sitting around talking to one another and not with customers. Thursday I get a survey and I fill it out. ******************* our salesman calls me and he is not happy about my survey, says his boss called me and told him to call me. ***** then proceeds to tell me and I quote, "I'm having to call you on my day off becuase of what you wrote". Furthermore, the car he promised would be there in the morning was not. ***** called me in the afternoon after lunch. You can imagine how I'm feeling at this point, I say a few things I probably should not have said and I hang up on *****. I call back asking for a manager. No one returns my call. I call back on Friday, numerous times and finally get an assistant manager ***. I tell him that I have talked to a family attorney and since we have not been given keys and I have not driven off the lot and do not physically have the car, I can cancel the sale and that is what I convey to ***. I asked him how I can get my cashier's check back. He said he was busy and just gotten back from lunch but would call me directly back. (This was approximately 2:11pm CT). 4:11pm he hasn't called me back. I've written emails, chatted on line called the main number furious and he finally calls me back. He said he would cancel the sale and would find out how I could get my money back, my $7,000 I paid with a cashier's check. He said they would have to wait for the check to clear the bank, and I said, what is there to clear, you can't get a cashier's check unless the money is in the account. Regardless, he said at 4:48pm Friday, Nov. 18th he would walk up to accounting and find out what was going on and call me back. ************, it is now Monday, Nov. 21 9:27 a.m CT and I have not heard one word from anyone at your dealership. You advertise customer service, which at this point with my experience with EST, is fraudulent advertising, never in my life of 57 years have I encountered such disregard for a customer and all the lies. I could continue with some other examples from your staff there at EST, but thinking about how I've been treated, upsets me. I called my credit union today, 11.21.22 the check cleared last week. I have called the dealership 5 times today and no one will talk to me or return my call.

  

  Business response

  11/22/2022

  We are in the process of refunding her money now.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a 2022 Cadillac Escalade on 3/15/22. To date I have not received the title or registration. I received a ticket for operating a vehicle without registration. Now I cant drive it and cannot get in touch with anyone to remedy the problem. Ive been told since April they are working on it, but over the last month, no one will return my call or emails.

  

  Business response

  11/17/2022

  Months ago the paperwork was sent to the ************************ in **********.  Because **************** did not go there to get his paperwork, they returned the documents to us.  We contacted **************** to say it was returned.  We again sent it to The ************************, *************************************., **********, **  ***** and was signed for by ****** on October 24th.  **************** has to go to the title office to complete his work. ********* law requires the paperwork be sent to them.  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my Toyota Corolla 2022 brand new on May 20 2022 the sales men didn’t go over anything about the car after I was done buying it well I got home and found a scratch on the hood I called couldn’t get anyone well a week later I realized that the WiFi wasn’t working so I called **** and they told me the vin didn’t come up in my name and the dealership had to fix it well after a few calls from May 27th to July 6th I couldn’t get anyone to return my calls until I posted something on the FB post then I received a call well I took it in on July 15th and they would fix the scratch on the hood and told me they had no clue and couldn’t tell me how to fix the WiFi also wouldn’t fix the scratch on the hood so on my way home I took by another Toyota dealership and they fixed the problem with the WIFi and it worked for an hour and stopped so I called **** and they are saying it’s a car problem! Well Eastern Shore Toyota don’t know how to fix it!

  

  Business response

  07/26/2022

  The WiFi issue is a subscription matter.  It was explained to Mr. ****** that when the trial time/usage is completed a subscription with the cell phone provider would have to be obtained.  We believe that the **** rep who says it is a car problem is mistaken.  

  The sales person for this transaction has tried calling to get Mr. ****** to return to the dealership so that we could fix the scratch on his vehicle.  He has not responded to the call.  We would be happy to take care of this for him if he would return the call to schedule a time.

   

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a Lexus a year ago from Eastern Shore Toyota. I was told I would get two keys; it was stated in my you owe too. I have made attempts to get in contact with someone to get my second key and no one seems to want to help me. I have tried to contact the GM multiple times to try to resolve this and they always state he is in a conference call or meeting. I have set time last year to try to reach the "person" that was supposed to be in charge of providing the second key. I have been giving the run around. I have tried to contact my sales associate and via chat to try to contact someone about this issue but no one seems to care.

  

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/29) */ We reached out to Mr. ***** and he came to the dealership so we could have the key cut for him. The issue has been resolved. Consumer Response /* (2000, 7, 2022/03/30) */ It shouldn't have taken a year to receive the key. I went there on his time and he did not even come up to apologize for the delay and for the time wasted.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2022 4Runner from Eastern Shore Toyota first of February. I traded in my 2019 X2 BMW w 15K miles with my tag JFKT46 on it.. *** ****** m sales rep delivered my car to my home in ***************... it was his day off and he and girlfriend wanted to come here..*** didn't have correct tools to take my tag from BMW so he said he'd deliver to me the next couple days.. I had a temporary tag that expired on Feb 14th...I've never received my tag as of today March 19,2022... I made a trip to Daphne to retrieve my tag which no one could locate .. then After the receptionist talked to *** he said he had it in his private car and it was his day off...so they promised it would be mailed to me the next day I've been lied to by *** and 2 different managers..**** ******* and ******* ******.. I've called left many many messages they never return my call so I call back.. they keep telling me they are trying to locate my tag....I'm very discouraged and this has been the worst experience ever... BEWARE THEIR WORD MEANS NOTHING

  

  Business response

  04/20/2022

  Business Response /* (1000, 7, 2022/03/31) */ WE apologize for any inconvenience we caused Ms. *******. There was a miscommunication as to which tag office she was going to. I understand that the situation has been remedied.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 13, 2022 I purchased a vehicle at Eastern Shore Toyota. I am Solely satisfied with my vehicle, however the staff & management here is horrible. The way they treated me which is hope is not how they treat every customer (I have Message screenshots, & recorded phone calls). What brought me to this point is I was Told by **** ***** in the finance office that he would be including a service contract. He had me sign my signature on the iPad for acceptance, now It's two weeks later and the vehicle needs service. I calls Eastern Shore, no recollection of this. Tried speaking with the General Manager, he's been in a meeting for 3 weeks now. I asked for **** he stated he would call back. He never call back but only to say they have not been paid for the vehicle and I need to call the finance company. When I refused because that's not my job he hung up the phone in my face. At the end of all of this one I would like to know what did he "fraudulently" have me put my signature on if It wasn't the service contract. I asked For a copy he said they don't provide them it's all electronic, after all this I would like for these people to honor what they said. And this is coming from someone who is also a General Manager, you should definitely at least listen and hear your customers instead of avoiding them. I paid out of pocket for service that I was Promised.

  

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/02/28) */ We spoke with Mr. ******* and he was satisfied after the conversation and said that we could report that he had no more issues with us to the BBB.

*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. ↩