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:12/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  12/07/24 purchased used 2018 jeep compass trailhawke. Unfortunately this was horrible. Kristin our saleswoman did not explain that the sale was contingent on approval from the financial creditor, her words were “you guys are approved you can take the vehicle home today we just need your paystubs by Monday”. All week Kristin &the loan officer James were unable to access the documents I sent. Then upon sending all our information in we were rejected because my paystubs don’t have taxes taken out, so we took a hard hit on our credit for that application rejection &the new application, should enjoy that for the new few years. Then we now have to reapply for another creditor because if not we have to take the car back, fun news to hear. We also have to put $1000 down which we were originally told we don’t need so we used for the insurance for the vehicle IN FULL. We signed a contract where we weren’t even allowed to return the vehicle for anything unless it blows up, literally what James said, but now because of the incompetence &unprofessional business practices we may have to take the car back for the company’s inability to educate the client of what is necessary for the sale to be finalized, because in our heads, we signed the contract &were done.We spoke to Sean is obviously not service as he has not one service instinct in his body to keep the client happy, he became argumentative when I expressed my disappointment &explained how unpleasant the experience has been. Sean was rude, unprofessional, &doesn’t care that the money we spend there pays his checks. We had to go back 12/14/24 to sign all the documents that we’re supposed to be ready to go and still we’re not. We spent about 1hour &a half - 2 hours signing documents &still having a new loan officer trying to sell us on GAP Insurance &warranty stating “you should be happy” our credit took hard hits, rejection, APR is high why would I be happy? Sure they’re happy they made money on screwing me over. I’m just sad.

  

  Business Response

  Date: 12/17/2024

  Thank you for sharing your concerns with us. We sincerely apologize for the frustration and inconvenience this situation has caused you. It was never our intention to upset you during this process, and we deeply regret any miscommunication along the way.
  We understand the importance of feeling confident and informed throughout the vehicle purchase process. To clarify, you were initially approved for financing, pending the submission of proof of income. However, after reviewing the documents provided, we encountered some issues, which led to the rejection of the loan application by the original lender. We worked diligently to secure an alternative approval route for you, but unfortunately, this required a down payment of $1,000, which was not part of our original conversation. At that point, we presented you with two options: either return the vehicle or proceed with the alternative approval, which required the down payment.
  We recognize that this was a significant change in the terms of your purchase, and we apologize if the need for this additional down payment was not communicated clearly or thoroughly. We understand how important transparency is in these situations, and we regret any confusion this may have caused.
  Once again, we apologize for any inconvenience and truly appreciate your feedback.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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.

  On November 26, I walked into Precision Toyota with my pre-approval letter from my bank to avoid my credit getting hit with all kinds of inquiries. I was approved by my bank who informed me in a letter that all I had to do was go into the dealership and pick out my vehicle. The letter from my bank further stated that my information would be forwarded to the dealership for the purchase. When I got to the dealership. My credit was ran without asking and without my permission. The sales representative then went on to say that Toyota could get me a better interest rate. Which was slightly better. At this point I received a text message that my credit was ran. I didn't think anything of it because I was at the dealership purchasing my vehicle. I thought this was normal since the purchase does involve my SS#. After all was said and done with the Sales person, I elected to to purchase a Toyota Cross, since the Rav4 was too expensive for my budget per the sales person. Which I was ok with since I liked the vehicle also. I was then directed to the signing area where I was approached with more sales tactics for GAP Insurance and extended warranties and what have you.... Of course, this all comes with a price so I elected to only purchase the GAP insurance to where the sales person at signing kept lowering the price and lowering the price to purchase GAP AND EXTENDED WARRANTIES AND ANOTHER CAR ALARM, explaining how important and how needed these items were by giving me stories of their experiences there at the lot. I told this woman three times I did not want the Extended Warranties or another Car Alarm. But she insisted and kept lowering the price until I was sold the extra items. Royota Motor Credit has been ordered to Pay $60 Million Financial Misconduct Settlement for the reasons listed above AND to stop these practices, but obviously, they have not. My loan term was also extended by 7 months in order to purchase these add ons.

  

  Business Response

  Date: 12/12/2024

  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and appreciate the opportunity to address the issues you've raised regarding your recent experience.
  First, we would like to clarify the situation regarding the credit inquiry. When you arrived at our dealership on November 26, you provided us with your pre-approval letter from your bank. As part of the standard process, you completed a credit application, which included authorization for us to run your credit. This is a necessary step for the dealership to verify and finalize the financing terms. We also informed you that, based on our financing options, we may be able to offer a better interest rate, which you agreed to. The credit inquiry was conducted with your prior authorization and in alignment with the credit application you submitted.
  Regarding the additional products you were offered, including GAP insurance, extended warranties, and other add-ons, these items were fully disclosed and explained during the signing process. Our sales team made every effort to ensure you understood the benefits and costs associated with these products. We acknowledge that you expressed your preferences during this time, and it was never our intention to pressure you into purchasing anything you didn’t want. The products you elected to purchase, including GAP insurance, were processed and agreed to by you, and we did provide an opportunity for you to reconsider or cancel them.
  We understand your concerns about the extension of your loan term. The additional products were factored into the financing, and the loan term was extended as a result. However, we want to reassure you that our financing team provided full transparency and we remain committed to ensuring you have a positive experience with us.
  We have attempted to follow up with you after your purchase to schedule a meeting to discuss any potential cancellations of the add-on products, but you missed the scheduled appointment. We are still awaiting a response and remain available to assist you in processing any cancellations if you choose to pursue that route. We are happy to work with you to address any concerns you may have about the products purchased.
  We appreciate your understanding and look forward to resolving this matter. Please feel free to reach out to us directly at your convenience to arrange a follow-up meeting or further discuss your concerns.

  Customer Answer

  Date: 12/20/2024

  Good afternoon,

  I am not in acceptance of the response regarding my credit inquiry.  The whole purpose of me requesting an approval letter from my bank was to avoid the credit inquiry from the dealership.  When I realized what had happened and my credit was still ran by the dealership, I contacted my bank to let them know that my credit was still ran despite me having a pre-approval letter from my bank.  The customer service representative from my bank stated that the dealership should not have ran another credit inquiry since my loan was already pre-approved by my bank.  My directions from the bank were to simply go and pick out my vehicle, which is what I was doing.

  What your sales representative should have done was contact my bank regarding my loan approval and not-ignore my approval letter altogether.  I also feel as though the dealership dangling a few points off an interest rate is just justification for taking advantage of running my credit despite not really needing to.  Offering me a slightly lower rate than I already had, of course, would be better, but I feel I was only offered that small adjustment to the interest to pacify me for actually running my credit anyway and getting me to go with Toyota financing for incentives for the dealership's interests.  My loan rate was increased and my loan was extended for another seven months.  And to be fair, your salesperson did mention to me that I was the first customer her had dealt with who came in with a pre-approval letter from a financial institution.  So clearly, he did not know how to deal with a customer coming in with a loan already established and ready to just pick out the vehicle.  

  I am still wanting a refund to the items that were purchased.  I mentioned to you when I returned your text message as to why I did not meet with you on the day scheduled.  I mentioned that I had placed a complaint with the Better Business Bureau and they advised me to not speak with you until I received notification from BBB.  I let you know that I would not be meeting with you that day due to BBB's advice. 

  As far as the refund, I would like a breakdown of the extra expense that I was charged and the amount that will be returned to me as a refund of those items purchased and the loan being extended.  Please let me know as soon as possible. 

   

  Thank you for your time,

  Magaret Larez

  

  Business Response

  Date: 01/01/2025

  Thank you for providing further details regarding your concerns. We value your feedback and remain committed to addressing the issues you’ve raised.
  To clarify, there are two distinct matters at hand:
  1. Credit Inquiry and Financing
  When you arrived at the dealership on November 26 with your pre-approval letter, you completed a credit application as part of the process. This application provided authorization for us to run a credit inquiry. Based on this, we offered an alternative financing option with a slightly better interest rate, which you accepted. The finalized loan terms with the alternative lender, including the adjusted interest rate and loan term, are now in effect and cannot be modified.
  2. Refund of Purchased Add-Ons
  We understand your concerns about the additional products purchased during the signing process. Regarding these items:
  KARR Fusion: The purchase price of $1,200 for the KARR Fusion system will be refunded to your lender, as this item is non-cancellable once activated. You will retain access to the system's features for the full three years of coverage. Once the refund is processed, the amount will be applied to the principal balance of your loan.
  GAP Insurance and Toyota Vehicle Service Agreement: These items can be cancelled upon your request. To initiate the cancellation process, please visit *************************************** If you require assistance, we are happy to guide you through the process or address any questions.
  We understand there was a missed appointment to discuss these matters in person. While we could not locate a record of your text message regarding the cancellation of the meeting, we remain available to assist you at a time that is convenient for you.
  Please feel free to reach out directly to us or schedule an appointment to discuss any remaining concerns. We aim to resolve this matter and ensure you have clarity regarding your purchase.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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.

  On Saturday, October 26, 2024, Sean Welch, who is a Service Drive Manager at Precision Toyota, refused to honor the contract for a 2024 Toyota RAV4 and bullied an elderly female who was alone.

  

  Business Response

  Date: 10/30/2024

  On the morning of Saturday, October 26th, Ms. Susan Whitelaw entered Precision Toyota of Tucson to take delivery of the 2024 RAV4 she had secured with a deposit. During the weeks waiting for the vehicle, Ms. Whitelaw had negotiated terms to license the vehicle herself with the Arizona MVD, lowering the fees owed. She sought to renegotiate those terms on the morning of the 26th. Because the dealership's representative parties involved in said negotiation were not present at the dealership on 26th, Ms. Whitelaw was presented with 3 options:
  Return at a future date when all parties involved in the negotiation of fees would be present
  Move forward with the deal in its current structure
  Have her deposit refunded
  After initially choosing the first option, Ms. Whitelaw returned minutes later stating she had spoken with her daughter who advised her to move forward with purchase of the vehicle as it was being contracted in its current state, and file a complaint after the transaction was completed. All necessary documents were then procured and turned into a Finance Manager. During inspection of the documents it came to light that Susan had signed her proposal "under duress". In addition, it was also reported that Ms. Whitelaw, while standing at the desk stationed at the entrance of the showroom, was overheard telling customers not to buy from Precision Toyota and that customers could check stock online to locate where their desired vehicle was. Upon learning this, Susan was informed Precision Toyota was choosing not to do business with her and asked that she "kindly leave the premises."
  
  

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair 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.

  7/14/24 Precision Toyota, accepted my 2023x760i as a trade in for a Camry, put2000 down, 4000 negative equity rolled into loan,I drove the car home. Now , 8/14/2024 they sold my BMW to someone else , but have informed me that BMW won’t take their 3rd party check, and I need to take the car to BMW in person to processes the payoff, with a check or cashiers check in my name. The title won’t be received for 30-45 days.and they discovered there is an additional $9000.00 due in sales tax. Precision Toyota of Tucson(sales manager) Pooja wants me to take the Camry back, they will get my BMW back , and they will return my deposit. Pooja says little if this mess is Toyotas responsibility, I should have know BMWs operation and early lease but out terms. Pooja admits they have never done a deal like this prior with BmW. Is this sales behavior legal, allowed,ethical? What is my recourse for this huge inconvenience. Shouldn’t Toyota honor the original deal, pay the difference, get the new BMW owner a loaner while they wait for title, and get a cashiers check for the full amount.? Please advise

  

  Business Response

  Date: 08/15/2024

  We regret the circumstances surrounding this issue and have been actively working to find a satisfactory resolution for the customer. The BMW vehicle traded in by the customer was a leased vehicle. According to the lease agreement with BMW, lessees are prohibited from selling the vehicle to third parties, and it must be returned to, purchased at or traded in through a BMW dealership.
  Upon discovering this restriction, we immediately sought to resolve the situation in a manner that would allow the customer to retain the new Camry purchased from us while ensuring we could obtain the title to the BMW. After exploring all possible alternatives, we determined that the only viable solution was to cancel the transaction and request the return of the Camry.
  We understand that this resolution is not ideal for either party. The cancellation will result in significant costs for the dealership, including the depreciation of the Camry from new to used and the logistics involved in returning the BMW, which was already sold at auction and is being shipped back from Ohio. The dealership will bear these costs and will not charge the customer.
  The dealership has no intention of withholding the customer’s $2,000 down payment. However, we were informed during a recent conversation that the customer might not return the Camry. We have communicated that if repossession becomes necessary, any related expenses would be deducted from the down payment. Nonetheless, we are committed to working with the customer to facilitate the return of the vehicle. We have offered to arrange for the customer to return the Camry to our dealership, have a representative meet him at his home to pick up the vehicle, or explore other suitable options to expedite this process.
  We appreciate the BBB's attention to this matter and remain dedicated to resolving it in a fair and efficient manner.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  Vehicle Service Appointment - R/O Open Date: 09/15/23 - R/O # 6345298/2 - **** ****** **** * **** ***************** * Vehicle mileage In: 22,446 I have been trying to resolve a manufacture defect which is covered by the factory warranty. My vehicle needs a replacement dash component. My wife and I have been waiting months to get our vehicle repaired and have been told numerous different stories about the part we need replaced. The following are brief examples of phone conversations we have had with the Parts Department employees since the date of service: the part is coming from a 3rd party vendor and no eta. is available, the part has been ordered and will arrive on Tuesday of next week. The most recent conversation on 05/23/2024, the part has not been ordered. Again, as of today, 05/23/2024, no part has been ordered and no solution has been provided. My objective is only and has ever only been to get my wife's vehicle fixed. I didn't expect such incompetency and disregard to resolve my new vehicle factory warranty claim. It has been almost 9 months with no solution. Further action and/or compensation would not be unreasonable given the situation.

  

  Business Response

  Date: 05/27/2024

  The special ordered part for Mr. Withrow was sent back after we had it for 30 days. It has been re-ordered and is now in stock. The guest has been contacted by our Service Management team to schedule the installation. We will be provided a vehicle to drive at no charge while the repair is being performed. 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair 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.

  Car servicing on 11 May 2024. They found a rodent's nest in engine, cleaned it out, then put chemical repellent in the back of my car to spray on the ground, but it leaked, soaking the rugs with toxic chemicals. Very sloppy and dangerous work.

  

  Business Response

  Date: 05/14/2024

  Thank you for your feedback. Please accept our apologies for the rodent defense spray tipping over and leaking. Please take note that the spray is environmentally safe and should not be harmful, the main component is essential oils and peppermint.  It is more of a deterrent. That being said, we would love to detail the interior of the vehicle if you would allow us to at zero cost to you. Please email us at [email protected] if you would like to further discuss.

• Initial Complaint

  Date:03/30/2024

  Type:Billing 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.

  I brought my Prius to the dealership at 1:45 on 12/27/23 for a warranty replacement service. Because it would not be done that day, I rented a loaner car, which I returned on12/29/23 at 4:00, giving the keys to the car to a Toyota employee in the service bay, who accepted the car wihout any issue. I went inside to wait for my Prius, which was brought out to me after a period of time. Nobody said that there was a problem with the car, and I saw no problem with the car. The following week I was called to say that the front bumper of the car was scratched and they were submitting a claim to my insurance company. I said there was no scratch, that they had accepted the car, and if there was damage, it wasn't done during my time. They said they had a photo which they emailed me, but it didn't show a scratch (which was also confirmed by a review of the picture my cousin's husband (the GM of his own dealership). We had a number of back-and-forth emails, and I instructed my insurance company not to pay the $1906.44 claim because I didn't damage the car. My company paid $1406.44 anyway, and I have received a bill from Sedgwick, Toyota's company, demanding $500 (my insuraqnce deductible). As far as I know, their people scratched the car. I did not and should not have to pay or have an insurance claim reported on my policy (which will jack up my premium). I want the insurance claim/and credit report rescinded and teh amount my policy paid refunded to the insurance company, with nothing owing by me. Precision should have the pictures and email chains between me and Kristina Gonzales .

  

  Business Response

  Date: 04/02/2024

  Ann Marie Haralambie rented a Corolla from our facility on 12/27/23 and returned it on 12/29/23 with damage to the front left bumper. The guest was provided pictures showing her leave the property in the vehicle with no damage, and returning on the 29th with the damage. I have attached the photos showing the damage, as well as the rental contract and the damage estimate. The rental contract was signed by the guest acknowledging that she is responsible for damage that occurs on the vehicle when it is in her possession. 

  Customer Answer

  Date: 04/02/2024

  MY REPLY TO PRECISION TOYOTA RESPONSE:
  
  I do not dispute that the vehicle had no damage when I rented it or that I agreed to be responsible for damage done WHILE IN MY CARE.  Before I took possession of the car, a Toyota employee and I walked around the car to inspect it. I then drove the car directly to my house, where it was put in my garage (the only car in an oversize 2-car garage). On the 29th I drove it to the Cinemark Movie Theater at Tucson Marketplace, where I parked it against a concrete parking block (no cars were next to me), saw a movie, then drove it back to Toyota. That is the sum total of my possession of the car.  I did not get into an accident or scrape against anything during the less than 48 hours I had the car. Neither I nor my cousin’s husband (GM of his own dealership) could see any damage in the time stamped pictures provided to me, especially since there were a lot of reflections and no arrow or anything else pointing to where the claimed damage was. On the 29th the Toyota employee took the keys from me without noting any scratch or other damage. He did not do a walk-aroiund. During the time I was at the dealership, waiting to get my Prius and the paperwork related to the warranty repair, no Toyota employee came to tell me there was damage.  They brought out my Prius and said nothing about any damage to the Corolla.  My dispute is that IF there was a scratch on the vehicle, I do not believe that it happened while it was in my possession.  For all I know, a Toyota employee or some random customer walking in the service bay area accidentally scratched it after taking possession of it, and now the dealership is trying to pin it on me to get my insurance to pay for it..  I have been provided with zero proof that the vehicle was damaged WHILE IN MY POSSESSION (despite requesting such proof numerous times).  

  

  Business Response

  Date: 04/04/2024

  It has been determined that the damage to the vehicle took place while it was in your possession. We would never ask you to pay for something that you are not responsible for. We have video of you pulling in the rental with the damage on the bumper. We have offered to show you the picture and videos here at the facility. We are 100% certain that the damage happened while you had the rental. This is our final decision on this matter. 

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  DEALERSHIP PROMISED 0 DOWN then turned around and advised $5000 down payment. I can proof damages if need be. I am requestng $3500 in damages to settle this dispute. I have a TEXT MESSAGE STATING I AM.APPROVED WITH 0 DOWN from the dealership employee Victoria. I have evidence in written form. If the dealership writes me a check in the amount of $3500.00 made out to APEX LAW this issue will be resolved. If the dealership wants to fight, and does not want to resolve this issue, My next complaint will be to the DFI. If that does NOT RESOLVE this issue I will consider other options. Staff refused to provide me contact info for Mr. Rowe. Enrique willfully refused to HELP me so I can get this situation resolved. It will cost the dealership more money in legal costs than it would to SETTLE this with me privately, with a signed written agreement not to move forward with my issue. I Can be reached at 4753165268.

  

  Business Response

  Date: 06/23/2023

  To Whom It May Concern,
  
  We are writing in response to the complaint lodged by Mr. Law, which was recently brought to our attention. After a thorough investigation of the matter, we would like to provide a clear outline of the events in question and our position regarding this complaint.
  
  To start with, it's critical to underscore that Mr. Law has suffered no monetary damages as a result of our actions. No legally binding purchase paperwork has been offered by us, nor has any been signed by Mr. Law. We believe the absence of such a contractual agreement in this scenario underscores the lack of financial harm or detriment suffered by Mr. Law.
  
  Furthermore, it's important to note that Mr. Law completed our online credit application of his own volition, and expressly authorized us to submit his credit application to multiple lending institutions. Records show that Mr. Law communicated his intention of making a down payment of $5000 on 22 June 2023, at both 7:04 a.m., and again at 9:38 a.m. Subsequently, we responded at 10:09 a.m., confirming that we would proceed to seek approval based on his declared down payment.
  
  It is also pertinent to mention that there was a significant inconsistency in the information provided by Mr. Law on his credit application. Initially, he declared only one source of income. However, during a subsequent recorded phone call, he confessed to having multiple sources of income. This discrepancy did not only challenge the credibility of his application, but also raised concerns about the completeness and accuracy of the information he provided.
  
  On the same day, at 11:08 a.m., one of our sales associates made an error by prematurely informing Mr. Law of a zero down payment approval. We rectified this mistake promptly, clarifying the error and reaffirming that a $5000 down payment was still necessary — a detail that had been consistently communicated throughout our exchanges.
  
  Our brief error had no material impact on Mr. Law’s financial situation. His credit checks had been previously authorized, and no deal paperwork was drafted or signed as a result of the incorrect text message. Moreover, Mr. Law has not visited our dealership in-person throughout this exchange, further emphasizing that no transaction has taken place.
  
  In light of these facts, we respectfully decline Mr. Law's request for $3500. We stand by our commitment to transparency, ethical conduct, and the respectful treatment of all our customers, and it is clear to us that, in this case, there has been no breach of these principles. We regret any misunderstanding that may have arisen, but due to the circumstances outlined above, we will not be able to assist Mr. Law further.
  
  We trust that this response provides a clear understanding of our position. Please do not hesitate to contact us should you require additional information or clarification.
  
  Sincerely,
  
  Brian Rowe
  General Manager
  Precision Toyota of Tucson

  

  Business Response

  Date: 07/11/2023

  We agree that this case may be closed. We wish Mr. Law safe and happy travels in his newly acquired vehicle.

  Customer Answer

  Date: 07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20224746, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Apex Law
  
   
  

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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.

  I tried to buy a truck from these people. ********* pressured me via phone and text to come in on Monday to "discuss". Well, I decided, instead driving down there from Mesa to "discuss", I'll just get a ride down there to "buy" not "discuss". Turns out, ********* lied to me, she isn't there. I asked for someone else to sell me the truck. Receptionist is dead set on keeping me with ********* that she keeps insisting she will have ********* call me tomorrow. But I'm in Tucson NOW. I then ask for a Sales Manager to see if they can get me a salesperson that is actually there today. The SM sits there and argues and argues and argues, claiming I didn't have an appointment. lol. Well, for argument's sake, if I didn't have an appointment and I've driven down there to buy a truck, why not just sell me a truck? Is it REALLY necessary to have an appointment? No walk-ins welcome? I then told her to never contact me again and I hung up. Next thing you know, their staff is blowing up my phone as I'm heading back to Mesa. I refuse to answer. So then, an actual Sales Manager (obviously either they all call themselves Sales Managers or the first lady was simply lying) emails me and gets all aggressive in the email. I reiterated that I do NOT want any further contact from this place. I wish I could say that was the end of it. Nope. If they had simply quit while they were ahead. Now that they refuse to leave me alone, I'll have to escalate this to an entity that can hold these bullies accountable for their aggressive and abusive behavior.

  

  Business Response

  Date: 05/09/2023

  Our team's phone calls to this customer were responses to his numerous requests for follow-up. He verbally abused multiple associates when we attempted to address his concerns about his unscheduled visit. When he spoke to one of our Sales Managers over the phone and via email, he refused to acknowledge that she was in management and accused her of lying to him.

   

  We do not tolerate abuse at our dealership and will not directly contact or accept communication from this customer again. It is clear from reading his other review of a neighboring Toyota dealership that he has visited this treatment on multiple businesses; it is our sincere hope that he finds another dealership that can meet his needs.

  Customer Answer

  Date: 07/10/2023

  This is a perfect example of gaslighting someone. They passed me around, jerked me around, was rude and disrespectful and once I finally tell them I'm done with their shenanigans, they claim it was my fault all along. Obviously I would never just tell them to pound dirt for no reason, I was as patient as I could possibly be. Enough is enough. 

   

  You do not have to take responsibility for your actions, but I'm not going to allow you to blame me for your mistreatment of customers. 

  

  Business Response

  Date: 07/11/2023

  We do not tolerate abuse from customers at our dealership and will not directly contact or accept communication from this person again. It is clear from reading his other review of a neighboring Toyota dealership that he has visited this treatment on multiple businesses; it is our sincere hope that he finds another dealership that can meet his needs. Please close this case. Thank you.

  Customer Answer

  Date: 07/21/2023

  I expect an apology. I had an appointment, these folks dropped the ball. Instead of apologizing and having someone else sell me a truck, they insisted I only deal with the person that is missing, no one knows when she'll be back, and somehow it is all my fault?

  Even if there were no appointment, which there was, I have an email confirmation, why refuse to sell a truck to someone who travelled from Mesa?

  Their behavior was nothing less than antagonistic. 

  I asked that they stop contacting me, yet they all blew up my phone as I travelled back home to Mesa. I'd answer, ask if they are ready to show/sell me the truck I travelled from Mesa to get, and they'd sit there and argue with me about weather or not I had an appointment. WHO CARES?? Just sell me a truck, or stop calling. 

  They continued to call, I continued to ignore them. They start texting my phone over and over, annoying all of us in the car. 

  I call, demand an actual manager. A woman gets on the phone and starts acting obnoxious. I ask her name, she refuses to give it to me, she "swears she is a manager" but won't provider her name. I asked that she either give me her first name or get me an actual manager. She refused and acted childish and said things like, "Prove I'm NOT a manager!" (who acts like that at work?)

  I do not want this place or their staff to contact me as they do nothing but argue and harass would-be buyers. 

  I do, however, insist on an apology via this platform. I want it to be on their BBB profile. I want others to know how this place treats their customers. I want others to know that if they are treated this way, they have the right to file a complaint with the BBB. 

  I've found and purchased a truck elsewhere from respectful people. This is not about the truck. This is an issue of being mistreated by a group of staff that insisted on mocking me instead of sell me a truck. 

  I'm hoping that the BBB can encourage this business to extend an apology for their staff's behavior. Not an apology sent to me, but one on the BBB site.

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I bought a 2016 Hyundai Tucson on Thursday 04/27/23. On 04/25/23 I put $5000 down to hold it til they were done detailing it. On 04/27/23 I paid the re*aining balance and took possession of the vehicle. I explained to the sales*an I was looking for a vehicle for *y son. His dad, *y husband was recently *urdered. I used a sizeable a*ount of the insurance *oney to buy hi* a reliable car for hi* to drive to Colorado so I didn't have to worry about hi* driving. I explained I needed to know he was safe and had a reliable vehicle. I have enough to deal with already is. The sales*an assured *e buying a car fro* this business would be a car in great working order. He told *e if I have any issues to call the*. *y son left Friday and once he arrived the vehicle began to overheat to the point he can not drive it. It appears there is a hole in the reservoir and the heater now will not work. I went to Precision Toyota today, and the Sales *anager Bobby Talley, basically told *e they would do ZERO for *e. I asked to be rei*bursed for any repairs to fix this, and again he said NO. I trusted this business to sell *e a reliable car, and I thought the business would stand behind the vehicle they sold to *e. I spent a lot of *oney for this car and again I trusted Precision Toyota would take care of *e. The vehicle only lasted 2 days. I feel like they are taking advantage of *e and *y situation.

  

  Business Response

  Date: 05/02/2023

  We have spoken with this guest and resolved her concerns to her satisfaction.

  Customer Answer

  Date: 05/02/2023

  Regarding *y original co*plaint. The General *anager called *e directly and they will now pay for the repairs. Can this show resolved?
  
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