ComplaintsforClaremont Toyota

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Firat of all, I would like to thank for helping me get the vehicle that I can afford. The main reason for contacting you is because, after getting the car (2020 Toyota Rav-4) the alarm system that came with the car was removed. I asked why? I was told that they had to remove the alarm system. addition to 1 year warranty. Please, I would like to know why.

  

  Business response

  09/13/2024

  Our team has made multiple attempts to contact Mrs. ****** and have unfortunately been unsuccessful.  We have left multiple voicemails and tried communicating through email as well.  We will continue to follow up and through all mediums available and are confident if were able to make contact that our team will be able to answer any and all questions as well as rectify any issues.  Our team has worked with Mrs. ****** in the past and have been successful in assisting her with her requests. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just recently purchased a used 2023 vehicle from Claremont Toyota. We ended up walking out that day, probably the fastest purchase with the car in under 2hrs. I do recall signing the credit application to run my credit, but felt pressured to as this was the only way to talk to the finance when I told them I would be financing through my credit union as I was pre-approved. It was a behind the back I felt like, but moving on. I walked away from the finance department under the impression that I would be financing through *********** Auto Finance as they were able to beat the interest rate compared to my ************* So the hard inquiry didn't bother me much, and we walked away with the vehicle.A week later I get another alert that there was another hard inquiry on credit report for another auto financing company called Upgrade. I immediately called them, and they said yes we have your auto loan from Claremont Toyota, I said but we financed through ***********. So then I immediately called Claremont Toyota to see what was going on here. I told them the situation and the guy mentioned *********** didn't approve the interest rate and they had to find another finance company. He mentioned that we didn't need to notify you of this and that they were able to pull my credit again with my approval. That this was in the small type when I signed the credit application. I could not verify this as I don't have a copy of that application and I said yes but without my approval and no call or nothing to let me know. You guys just go behind my back and do this. This caused another hard inquiry on my credit report. This seemed very shady on their part and they should of at least communicated what was going on here. I did not give them any permission to do so. So I'm trying to dispute the hard inquiry on my report.

  

  Business response

  06/14/2024

  Our team has reached out to ************************************.  We apologized for our lack of communication from his original experience and have explained the transaction process in a more clear manor.  Our dealership and team have insisted on assisting in the financing process consummated by ************************************ as well as assist with the hard inquiry removal process where possible. We appreciated the opportunity to improve our communication and our customers current and future experience.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/14/2024, I approached the Claremont Toyota to cancel my *************** Agreement, GAP, and PPM, and TWP and get my cancellation quote in order 4me to refinance my car. I completed the form for the cancellation signed and dated 05/14/2024. The representative ******************* ***************************** under false disguise acknowledged receipt and subsequent submission of the cancellation request. On a second visit one week later 2confirm the cancellation, he (********) told me that I would have to wait for 2 months before my cancellation will take effect!!! 2 weeks later, I visited another dealership to confirm if ******** actually cancelled the signed agreement. D dealership revealed to me that it was NOT submitted. They then processed the cancellation for me immediately!!! The deliberate refusal to cancel is very suspicious and amounts 2a breach of contract! It is unprofessional business behavior and confirms my belief that Claremont Toyota is not transparent with their dealings with me so I involved the Police Department.My business with Claremont Toyota has been one thats been marred by inconsistencies, lack of proper documentation and transparency! The company could not also provide the sticker bill of quote that was originally attached to the car prior 2my purchase! Till date, I have made several request for the sticker but they have vehemently refused to produce it for me! Theres been no way for me to confirm that the amount of money I was charged for the vehicle is the ACTUAL cost of the vehicle! I believe I was overcharged!!I would admit I do not know too much about cars but that should not be the reason why I would not get complete information and explanation of the cost and services that are being included in my deal. For example, I have been making lump sum of payment on monthly without the money going towards principal! Even after telling ******************************* to put my payments towards my principal and goal to finish paying off my car earlier than scheduled.

  

  Business response

  06/13/2024

  Our team has been in contact with Sunday ******** and have discussed with him the process of cancelling the extended service and maintenance products purchased.  The requested items were completed in the correct order with Mr ********* paperwork.  Claremont Toyota has made an offer in goodwill out of kindness understanding to assist with any uncontrollable waiting period and are awaiting Mr ********* response. Our dealership has received a duplicate copy of the original MSRP from the manufacturer and we have sent the requested item out certified mail as of June 13th 2024.  Our team is available to answer any questions or assist with any requests at any time and would enjoy the opportunity to assist ******************* with any items that have not been addressed.   

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified used Toyota 4Runner in December of 2023 Within a couple days of driving the car at highway speed noticed that the car shakes and two of the tires make a noise as if theyre unbalanced compared to the other two (all 4 are same brand/model). The tires in question were newer and the tread looked different and less smooth than the two that rolled normally, defective compared to the other two. I took the car in to be looked at and the dealership told me they didnt see what I was talking about and told me this unbalanced noise was normal. The sound and steering wheel shakiness continued and got worse over the course of ****** miles , during which I mentioned the issue every 5k miles at the oil change interval and even brought the car in for the sole purpose of having the tires looked at again. During this time the car began to significantly veer to the left on its own. The dealership said this was an alignment issue not a tire issue . An alignment was done and nothing changed. It still pulled left and still shook at highway speeds . The service **** advised me that the tires may not be suitable for highway driving . Why would only two tires out of four of the same make and model not work well on the freeway unless there was a defect of some kind. The car now pulls so hard to the left that if I let go of the wheel it will go over several lanes in a matter of seconds. The issue that I was told did not exist at the original appointment to resolve the issue has only gotten worse over time and I have mentioned it every one of the 5 times I have been to the dealer since buying the car . Each time the dealership stated it was just how all terrain tires perform which is not the case and is clear to only be an issue with two of the four tires and not an issue of alignment. The car has defective tires and the dealership has not made any attempt to fix it since immediately after buying the supposedly certified car.

  

  Business response

  05/31/2024

  Our team has reached out to Mr *************************** and have scheduled an appointment to meet on Saturday June 8th.  Our service Director and ******* will meet with ****************************** and have agreed to make sure the vehicle is inspected and the previous issues will be resolved including replacing the tires with new tires to rectify the point at issue.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I acquired a previously owned vehicle from Claremont in November 2023. Since then, it has been repeatedly returned to the dealership for various issues. The cumulative time spent at the dealership for repairs amounts to approximately 6-7 weeks. Currently, the vehicle is undergoing repairs for a blown head gasket. Despite driving the vehicle for only ***** miles, the frequent major repairs have significantly diminished its resale value.

  

  Business response

  05/09/2024

  Claremont Toyota has been in contact and working with **************. Our dealership and service director have discussed several options and opportunities to rectify and resolve the issues concerning the vehicle purchased. ************** has been patient and is awaiting a vehicle suitable to the needs required currently in our reconditioning process. 

  Customer response

  05/10/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 7 my husband and I entered into an agreement for financing on a **** Toyota 4Runner. We did this with the salesman and at the time were asked to put $5000 down which we did. We were then told that everything looked good, signed off the documents and went home with the car. Days later we got a call about issues with the lender. Weve been on the phone with a total of three different employees going back and forth trying to get approved. Since things were going well, and we hadnt heard from them we thought all was well again. They asked if there was anyone else that could co-sign and we went back and forth. Finally we reminded them that we have a car through them already but its been deemed as a total loss, however, assured them the paperwork and all was sent and in process to be taken care of. We have been constantly complying with their replies and have given them all documentation theyve since asked us for. My husband and I are stressed out and dealing with our insurance for our previous Toyota and now going through this is really stressful and disappointing since we really love the car and didnt go through this last time. Im reaching out to the BBB for guidance as we are fearful of the outcome and just ****** stressed out. Currently were just clinging to hope that all will be alright and dealt with appropriately and accordingly.

  

  Business response

  01/26/2024

  On Wednesday January 24th our team reached out to Mrs ******************************  We were unsuccessful in reaching her, however our team continued working diligently to complete her request.  On Thursday January 25th we had the agreement completed.  We followed up that same afternoon with the update and spoke with ******************** husband.  He was pleased with the outcome and our follow up.  Thank you for the opportunity to have this request completed.  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of this month I went to Toyota in ******* to find a used certified Toyota RAV4. However, I was told by the manager or some person that was helping me that they could not finance a used certified used vehicle for me so they said that they could finance a brand new 23 Toyota for me, and upon that I was really didnt believe that the payments are over $700. I am on Social Security disability and I cant afford the payment $750 a month currently I am behind because I dont get that much from my benefits, however, making it difficult for me to even trade trade in for a certified used vehicle which would lessen my payments per month. Upon my going to the Toyota they stated that because I owe over $2000 which I dont think I owe. Just the ideal that I was told regarding getting a used vehicle, was a lie. I really cant afford the payments, secondly, I did not get the car of my choice.All I was interested is a certified used Toyota-rav 4

  

  Business response

  11/29/2023

  On Tuesday November 28th we were successful in reaching ********************  We listened to her request and understand her set of circumstances.  We discussed a few options that my be able to assist and have set an appointment to meet at the dealership Friday December 1st to assist.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unauthorized hard inquiry on 01/07/2023 by *********************** Toyota of Claremont.My Toyota lease was about to end when I started getting calls from this location just because my broker got my car from this location. I told them that I decided to keep this car will pay off the balance in full and that I can complete this transaction at my local closest dealership but the rep, who was calling me almost every day to schedule an appointment, told me that It must be done at their location only. So we drove 58mi over 1hr to get there. The sales person in the lobby was waiting for our arrival. I told him immediately that I dont need another car I just need someone to assist me with paying off the balance in full. He started completing forms, asking questions about my income, my work I repeated multiple times that I dont need any type of financing, I dont want you to run my credits, please dont sell me anything. He said that he understands my needs and escorted us to another office. The person at that office started asking questions about my financial situation. I told him the same thing: no need to finance, no need to lease a car, dont run my credits but he started offering packages/coverages even though I told him the reason we were there. He was upset and told me that he will not do this type of transaction free that it must be done at the **** Left the dealership very upset for wasting my time, for a bad experience and for being mistreated. The very next day I received an Alert from Experian that there was a hard inquiry on my credit report from *********************** Toyota of Clermont. I called immediately to address this issue. Spoke with 2 Relationship managers in regards to this situation. They were apologetic about this malicious wrongdoing by their employees and told me that they will remove this hard inquiry from my credit reportwasnt done. Till today It is still showing on my credit report. This needs to be fixed.

  

  Business response

  09/05/2023

  On august 31st 2023 we received information from ******************** that her credit still had an inquiry showing on her Experian credit report.  Our team reached out immediately to make sure and rectify the issue and explained some of the details of what our team had previously sent in and worked on from her initial request.  ******************** let me know she had worked with a two of our customer service agents in the past and was surprised to see the inquiry on her credit report still.  I assured ******************** we will escalate this issue with the credit reporting agency, and that there may be some time in between the reflection on her credit report and the escalation.  I apologized to ******************** for any inconvenience this has caused and assured her will work to have this completed.  

• Initial Complaint

  05/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The advertised price for my Supra was not on the Claremont Toyota website. The website says to call for availability.On Toyota.com's website, under vehicle finder, my car was listed for Claremont, at MSRP.When I went in to discuss purchasing the car, they wanted a markup. This was only disclosed to me at the dealership. The vehiclewas not built yet. I completed the transaction, with a contract 3 months before the car was delivered.This may be a violation of Vehicle Code section 11713.1(e). A dealership may not add a markup or charge for a higher price than the listed advertised price. I know the dealer may claim it's not their listing since it's on Toyota.com, but they are a Toyota Dealership that works with Toyota for advertising.I received a call from the dealer, they were very nice and explained they've been doing this a long time and what they're doing is legal and that there are disclaimers for market price. The advertising as pictured, did not advertise any market price adjustments, notice of price change at any time, or markups. I understand they've been selling cars for a long time, but people can still make mistakes.The dealer said they always tell the customer what the price is and the markup for market price adjustment and it's always on the car. In my case, my car wasn't even built yet. I purchased my car as an Allocation and picked it up 3 months later. A markup was never advertised on my vehicle. It was only told to me in person while it was advertised on Toyota.com at MSRP. According to ********** Vehicle Code section 11713.1(e), Section 260.04(b) mandates that advertised vehicles must be sold at or below the advertised price irrespective of whether or not the advertised price has been communicated to the purchaser.This is not honest business. The dealer should not be advertising a lower price on Toyota.com. The dealer should advertise their asking price on their own website.

  

  Business response

  05/09/2023

  We received this complaint today and have already completed everything with
  this customer on April 14th of 2023 for his desired outcome.  It was not
  through BBB however but our own follow up system.  We reached out to the
  customer today to ask if we missed something when we got this email from
  BBB and he said he submitted this weeks ago.. How are we just getting this
  now?

  Customer response

  05/09/2023

   
  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.

  Hello 
  
  Id like to withdraw my complaint. The dealership and I resolved my complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On February 17 I entered into an agreement for a lease on the 2023 Toyota. I did this with the salesman ****** and ****** at the time I was asked to put $6500 down I did so. I was then told that everything looked good. Did if I wanted to come back in two days they would have the car detailed for me. I returned on the 20th and picked up the car. Ive been driving the car with no problems. Since things were going well, I went ahead and sold my second car because it was no reason for me to keep it. now on March 6 I get a call from ****** saying that they need the car back that there was a problem or a slight snag on my credit. now they are asking me for a cosigner to complete the deal. At this point I have neither a contract nor a cosigner showing what has transpired since February 17 nor do I have a receipt for the monies put down, considered as the down payment. this is causing me a great deal of stress and fear. I am waiting for them to knock at the door to ask me to surrender the the car. I need guidance in this matter or if the BBB could offer some solutions Id be more than happy to hear from you. Please help with best regards *******************************.

  

  Business response

  03/09/2023

  On March 8th of 2023 as soon as we received an email from ************************************ we reached out immediately.  We addressed her concerns and rectified the purchase agreement to her satisfaction.  We explained in detail the process, the paperwork and the stipulations needing met and were able to have all completed timely.  We finalized the paperwork the evening of March the 8th 2023 on her new vehicle and ********************* left happy with the outcome and pleased with our prompt response and remedy to her previous experience.    

*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. ↩