ComplaintsforHoover Toyota

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday September 29, 2023 my wife and I went to determine which vehicle we wanted to buy and trade in one of ours as well. Their employee *************************, initially allowed me to test a couple of the cars we were interested in but when we gave the dealership the keys to our trade in, he and his manager began barking at us and trying to force us to sign the paperwork to buy a car we did not want to buy and one we did not get the opportunity to see. During the "dealing" process, Hoover Toyota pulled my credit without my permission, I explicitly told them they were not allowed to pull my credit for any reason that night. They kept us in the building for 2 hours after close in isolation from anyone apart form **** and his manger as they pulled my credit, refused to give us the keys back to our car so we could leave, physically and verbally intimidated us, and made many sexist and degrading remarks to my wife. I have tried contacting them about these issues many times the past month and have yet to speak to anyone. My credit is still being decreased because of their unauthorized and unlawful credit pull

  Business response

  11/07/2023

  I spoke to both the Sales Person and the Sales Manager involved in the transaction. **************** came into the store on Friday 9/29. He test drove several vehicles. He told us at that time that he probably could not get approved on his own and wanted to come back with his wife at 5. She also had the trade in for us to appraise. They came in around 5:30 same day. They selected a vehicle, we appraised their truck. They both gave us their credit information to see what the payments would be. **************** requested that we not submit to more than 3 banks. Mr and **************** were not happy with the payment on first approval. The interest rate was higher than what they wanted. The Sales Manager worked for a bit trying to get the approval for the loan in the terms that were acceptable to the Millers. We don't even have the ability to run credit without someone giving us their SS#, work history, income, etc. We at never point kept their keys from them. As soon as no agreement on payment could be reached, they shook hands, **** got their keys from the finished appraisal bowl and the Millers left. Both **** and *** are shocked at the accusations of comments and behavior alleged by the Millers. The Millers were sitting in the service area, because **** had another customer when they arrived. However, they were never kept away from other customers like they claimed. The service waiting area is connected to the showroom and about 10 feet from ****'s desk. It also has nice couches and is a much more comfortable place to be. They never seemed annoyed or frustrated while sitting there. As to the comments to *****************, I am not sure that even deserves a response, because neither **** or *** can fathom where that is coming from. 

  Customer response

  11/08/2023

   
  Complaint: 20826414
  
  I am rejecting this response because:
  

  Hoover Toyota's response is abhorrently false.  While I did enter the dealer on 9/29, the remainder of their statement was false.  I never said or implied I could not get approved on my own, I only said that I was looking for an SUV for my wife to replace the vehicle we were intending to trade in but would like to do any paperwork for a sale with the trade in the next day.  

  While **** took down my information, he asked for my SSN and I gave it to him only after explicitly stating that I never wanted him to run or check my credit for any purpose at that time.  I never revoked that contingency or allowed him to run my credit in any way  The next day Saturday 9/30 at 8:00 a.m., I received an email from the three credit bureaus that my credit had dropped and upon investigation I saw it was from Hoover Toyota despite my express instruction to not check my credit under any circumstances.  I attempted multiple times throughout the month to communicate with Toyota Hoover that it was an unauthorized credit check and to please correct it but my calls were fruitless.

  Regarding the remainder of the response, when my wife ****************************** and I ***************************** returned to the dealer at 5:30, **** and the dealership took our keys for the trade in and we did not ever see the keys again for the next few hours.  They were being kept behind ***'s counter and out of out accessibility and reach.  We asked for the keys back multiple times wanting to go home since we had been kept at the dealer for hours against our will but **** and *** refused to return the keys multiple times despite us pleading for the keys so we could go home and return the next day to finalize anything.  The conditions of the showroom are immaterial and irrelevant as we voiced our concerns and desire to leave the dealership and return the next day multiple times.  **** originally agreed to allow us to leave and return the next day but he changed his mind under command from ***, **** even stating that *** did not want us to leave without signing the paperwork and they kept us at the dealership with no way for us to  leave with our car.  During this time, **** and *** repeatedly attempted to force us to sign multiple financing plans for the SUVs, even SUVs we had said we were no longer interested in, specifically the 2015 Honda CR-V which we refused every time not wanting to sign any paperwork that night.  

  Every time we refused to sign the paperwork or inquired about a particular line item on the pencil, **** made disparaging comments about my wife ****************************** regarding her ***, gender, job history, and our age.  This culminated in **** telling me as we were leaving to butter my wife up good so we the men can sign the paperwork the next day and that it's my car not her car.  

  These actions are at the very least attempted fraud, misrepresentation, fraudulent credit checking, slander of credit, false imprisonment, and intentional infliction of emotional distress.

  As such, I believe we are more than *********** a removal of the fraudulent credit check on my credit record and an apology to both myself and my wife for such behavior.

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to hoover Toyota because my check engine light was on, and after going to auto zone to have them run their diagnostic test it said I needed a air injection diverter valve. It is a 300$ part. Hoover Toyota said they ran a diagnostic test and I needed the entire air injection system replaced for 2500$. I declined and took my vehicle to another mechanic. That mechanic told me the diverter valve was actually working properly and did not need to be replaced at all. The other mechanic also stated that the freezing weather froze the valve shut, and it showed a code on the cars computer system, but a seasoned mechanic also checks the function on the vehicle to see if it actually is malfunctioning, and it was not I am positive Hoover Toyota is telling customers that parts need replacing when they actually do not, and charge astronomical prices for lies.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We purchased a used car from them 2 weeks ago. It needed rims because the original ones were a "safety concern", yet we test drove it and purchased it. We asked if the rims could be replaced and they said yes so we paid extra for new rims. We were under the assumption, and were never told differently, that they would be an exact replacement. Two days later, we go pick up the car and it has rims from the previous body style. I let our salesman know we weren't happy and he said there was nothing they could do. We paid, waited and needed the car, so we left. I called him later in the day to ask again what could be done because we felt like they were dishonest. His manager was supposed to get in touch with us. We waited a week, no call. During that time, we discovered one of the "new" rims were bent, keeping the tire from holding air. (Safety concern?) It took 4 calls and 2 messages to get in touch with the manager only for him to belittle me and make it seem like I was wasting his time. He said he would "look into it" and call me that Friday. Of course, no call, but I left him a message. Still waiting. We paid a third party to fix the original rims and asked Toyota for a full refund and to switch the rims back. We were told they couldn't do that because "they would just be sitting there". We feel as though they were dishonest and we've been cheated out of money and time.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used vehicle. They agreed to fix a bad door ding. I let the salesman know before I got my first oil change when I was coming to get it fixed, no reply. Was even going to come on a Friday because that's when they are at the dealership per *******. Emailed the dealership. Got an apology and said let him know when I was coming back. This car takes synthetic oil and I don't live close. Not to mention this is our main car, getting an oil change takes 3 hours. I would hate to know how long this would take. Before my second oil change, I contact ******* to let him know I am coming, no reply. I contact the dealership via ********. They give me the number to the company that does the dent removals. I asked them how I was supposed to bill it because it was part of the purchase deal. No reply. I'm sick of dealing with them. Thanks.

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