Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2024 Highlander LE on May 10, 2024. On June 25,2024 My family and I smelt a gasoline smell around my vehicle outdoors. We decided to take it to ********************************* which is about 15 minutes away to have it checked out. There were no warning lights on the vehicle showing a problem. On the way there the smell got stronger so we rolled down the windows in an attempt to remove the fumes. No warning lights to indicate a problem. My husband started getting lightheaded and started getting a headache and my 12 year old granddaughter was getting a headache so we pulled in the Manchester ********* and explained what happened. The firemen could smell fumes and their machine went off with a loud noise near the gas tank area. We decided to get it to the dealership which was less than 3 miles away with the windows down. My husband and children followed in the fire chief vehicle. The dealership said the vent flap was stuck open and since everything was closed it would be the next day until the part could be ordered. They suggested the vehicle stay there. On June 26 we called to check on the vehicle. They now claim it was not the vent flap but code showed large leak tank side. They replaced the gas cap and claimed the code cleared. It nevered showed a warning light to the driver. We brought the car home but still get occasional whiff of gasoline so took it back to the dealership on July 12. Still couldn't find a problem then took it back a 3rd time on July 15 different mechanic same dealership but nothing showing the cause. Around July 20 we pulled onto the main road and the car died. Luckily we made it to the side of the road until it would start again. The air conditioner also would not cool but then started again. Remember no dashboard warning lights to the driver. On July 22 we decided to try a different service department in ************ Tn. They couldn't find a problem either. Something is going on but not showing warnings.

  

  Business Response

  Date: 08/05/2024

  Unfortunately, we are not able to take the vehicle back since you are the active owner of the vehicle. Thankfully, Toyota has a wonderful customer support team that we are working with on your behalf. I know ************ was reaching out to you with an update on the status of where we are and what is needed to proceed. 

  

  Business Response

  Date: 08/05/2024

  We have been working with Toyota to resolve this issue for the customer but unfortunately, they will not allow the Toyota inspector to look at it. 

  From: ***************** <**********************************>
  Sent: Monday, August 5, 2024 12:37 PM
  To: ******************* <************************************************>; **** *** <*************************************>; *********************** <************************************>; ************************* <******************************************************>; ******************* <************************************************>
  Subject: Re: BBB
  
  ******************** called me back to decline my offer to have his vehicle picked up to let Toyota engineers take a look at it
  
  
  From: ******************* <************************************************>
  Sent: Monday, August 5, 2024 11:37 AM
  To: **** *** <*************************************>; ***************** <**********************************>; *********************** <************************************>; ************************* <******************************************************>; ******************* <************************************************>
  Subject: Re: BBB
  
  @***********************;just looping you in on this conversation in case it turns up in the near future. Currently the customer is refusing to let any dealer look at their vehicle again. High Country is going to reach out to the customer again today and attempt to coordinate an inspection with our FTS @*******************. 
  
  
  
  
  *******************
  
  
  District Fixed Operations Manager
  Southeast Toyota Distributors, LLC
  **********************************************************>*************************
  c: **************
  
  2020 FORTUNE Media IP Limited. Used under license.
  Southeast ********************** is a subsidiary of JM Family, which was
  named on FORTUNE 100 Best Companies to Work For
  
  
  

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22038134
  
  I am rejecting this response because:
  I am wanting them to use their buy back program. Also the sales person sent a video after we asked them to buy back our vehicle when this problem began.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/06/2024

  Response in attachment

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22038134
  
  I am rejecting this response because:
  We bought the Highlander from you not Toyota that is why we are asking for our money back fron your dealership.  After asking ******************* to buy  back our Hughlander our sales person **** ****** sent a video  saying she shot a video for me with her breast going side to side starting to show clevage then asking what did I think which I think it is not the way a sales person should act. 

  I  feel a brand new Highlander  should be safe and I should not have to worry about the safety of my 3 year old and my 12 year old which I am raising  while riding in this vehicle.  

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

• Initial Complaint

  Date:08/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2015 Toyota Avalon on or around 7/17/23. Before purchase, after test drive I found a crack in the windshield and there was only one key for the car. I told the sales person I wanted the car but if we couldnt agree on those 2 things then there would be no deal. I took his word because I was 2 hours away and he said the glass guy would be in Thursday to fix or replace the windshield as the crack was a safety issue right in the drivers line of sight and should probably have not sold until it was fixed. It was, and still is unsafe because it interferes with the vision of the driver. The dealer did come to my house and took the car back to their shop. He returned the car later that day. The windshield was no better and the extra key they finally agreed to was cut wrong and still doesnt work. I noticed later that the gravel pan under the car was dragging the ground. I repaired it myself. I also noticed that after the dealer brought the car home that the steering was off meaning it wouldnt stay in the road. It pulled one way and if you try to correct it then it pulled the other way indicating to me that something was obviously hit on delivery. I was told before the sale that they put new brakes on the car but the rear brakes are scrubbing as they were on the test drive as I pointed it out to the seller and he heard it also. He said that if a car they sell needs brakes, they do all 4 of them. One of the front rotors was, and still is grooved and should have been resurfaced. I dont know for a fact if any brakes were replaced at all. The worst lie is the ad said the car had no accidents. After the sale I got a carfax copy saying the car had been in 2 separate minor damage claims and I noticed white overspray on the inner fender alone with the fact the headlights were pointing up in the trees. After more looking, I found more evidence of the car being wrecked. Theres no excuse to lie. I paid a premium price. I want a premium car, not a wrecked piece of c***

  

  Business Response

  Date: 09/18/2023

  High County Automotive has provided ******************** with everything that was promised to him in his sales contract. 

   The "crack" is a chip/star which was filled and does not present a driving hazard.

   The key fob was provided. If it is not working now, you can bring it back to the dealership and we will repair or replace it. 

  During our process to put this vehicle on our lot to sell, we did replace the front brakes and balance the tires, as well as other things.  There were no safety issues we are aware of. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20458514
  
  I am rejecting this response because:
  The crack in the windshield is a safety issue and was NOT fully repaired or replaced as promised by the dealer. Im not driving the 140 mile round trip for the key fob to work as it should have been done correctly and checked before delivery. I was lied to about the advertising of the car being listed as no accidents but later discovering it had been wrecked with several parts replaced. The company also had no comment about the delivery driver either hitting something in the road or running off the road during delivery. A side note is the car was completely empty on fuel on delivery. I will not go away. I hate a **** liar. You WILL replace this windshield as agreed or my attorney will have you buy the car back. You are guilty of false advertising and should be charged as such by law enforcement and you lie to get business. I also didnt get the warranty that was included in the agreement before the purchase. I have pictures and documentation of all of this including the damage to the vehicle by the delivery driver. You would be smart to keep your word on this one. As I said, Im not going away. Also you didnt mention the phone call to me telling me that you were NOT going to replace the windshield. Nothing but lies. 
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/18/2023

  This company should be investigated for false advertising by selling damaged cars with clear titles. Although not in writing, I told the sales person the issues with the car were a dealbreaker for me but was assured there wouldnt be a problem. The only thing I did wrong was taking possession of and paying cash for the car assuming the dealer would do the right thing. I did not want to buy a wrecked car. They did make an attempt to repair the windshield with little to no improvement so it should have been replaced since the crack is directly in the drivers line of sight. Im seeking resolution by the dealer buying the car back plus them paying book value for my trade in or providing a new car with proof of no damages. As I told the seller, if we cant reach an agreement then well be in a courtroom so they can lie to the judge to dispute my claim. Thank you for your help in exposing this fraud and lies from this dealership