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:03/24/2025

  Type:Sales and Advertising 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.

  In August 2024, I purchased a 2015 ***** 6 for $16,094.36 with a two year maintenance plan included. The salesman ****** was a good guy and had did a great job with communication. Toyota Groove provided false information about the vehicle and I have documented everything. After driving the vehicle for about ***** miles the check engine light came on and repeatedly came to a stop despite being in drive and hitting the accelerator. The vehicle was towed to Groove Toyota and after the diagnostic they said it was out of code so it got taken to Groove *****. After being at Groove ***** for three weeks, it was confirmed the vehicle had transmission slipping problems and not shifting gears properly. The ***** mechanic had found a junkyard tag in the transmission and it had be done by a refurbishing company. The carfax report given by Groove Toyota had shown no previous work had been done on the transmission and the inspection report showed the transmission was fine. Had I known all this, I would have never purchased the vehicle, as the transmission is a crucial powertrain element. Groove Toyota did pay to have the transmission fixed but it dosen't take away false information was provided in the first place and the vehicle's check engine light came on again last week so its back at ***** to undergo another diagnostic. My Dad is a lawyer has sent Groove Toyota a demand letter, requesting a refund of the vehicle and rental car fees.

  

  Business Response

  Date: 04/11/2025

  We are so sorry you are having these issues.  Groove Toyota was sold to another company in December 2024 and have no access to those records.  Please email them at ******************************************************************.

• Initial Complaint

  Date:01/15/2025

  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.

  Purchased a vehicle from them in November of 2024 , was assured everything was okay. They shorted the payoff because they drug their feet , the current leinholder still has the title due to the shortage and groove has now sold this vehicle without a title! We have contacted the finance company for the new vehicle and they are telling us no account exist with our credentials, its like the vehicle has not been financed. This vehicle has also been in the shop for repaid twice now and the issue is still to be fixed. No one returns calls in finance or otherwise.

  

  Business Response

  Date: 03/06/2025

  I apologize for the late response.  Groove Toyota recently went thru an ownership change.  The former company is handling all title issues on vehicles purchased during their ownership.

  The consumer can reach out to ************************************* and they will assist.

  Thank you

   

   

• Initial Complaint

  Date:01/13/2025

  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.

  My Grand Highlander has to fix Safety recall. I went Groove Toyota at 12/10/2024. The service agent told me they don't have that parts and back ordered. *** will in 2 or 3 weeks. But I'm waiting over 1 month. You know it's Safety recall. I want to have it as soon as possible.

  

  Business Response

  Date: 02/18/2025

  The problem was Customer called about a recall fix and never received an updated. I called the customer on 2/18/25 and got a service recite stating it was complete. I double checked with the customer and it was completed on the 16th of January. 

• Initial Complaint

  Date:11/18/2024

  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.

  I brought my 2008 Toyota in for routine oil change, tire rotation and to check on a slow leak in one of the tires. I planned on spending about $150 by the time I was done I spent $550. I bought a service plan for $199 that I was told was such a great deal also needed a new battery, air filters. Two days later my tire low air pressure light started flashing. I took it back to the Groove Toyota service **** and same service provider told me that my tire sensor was broken and it would cost me $300 for each tire to be fixed. I said the mechanic who worked on my car rotating the tires etc could not of broke that? The service *** said no he could not have done that. I find it very suspicious that my tires were just rotated and now my sensors are not working properly. I think its a scam to get more money from the customer.

  

  Business Response

  Date: 11/19/2024

  we have spoken with Mrs. ******* and have scheduled a time on ***** to reevaluate the situation and perform necessary repairs for this situation.

• Initial Complaint

  Date:09/23/2024

  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.

  On 11/30/23 I paid Groove Automotive $23,505.37 (included trade value of $3,500) for a used 2017 Jeep Wrangler for my son. As of today, 9/23/24 I still have not received the title. They stated they had a problem getting the title from the original lien holder and now they have stopped returning my calls and emails. As you will see, the attached letter from ******* ******, Lead Title Clerk dated 7/31/24 discusses the issue but she is no longer communicating with me.

  

  Business Response

  Date: 09/24/2024

  Our title department requested a duplicate title, but it was sent to us with an incorrect lien release.  We had to call back in and get a new lien release from the previous lienholder.  Today we spoke to the correct lienholder and requested a new lien release.  Once it is received, we will put the title in the customer's name and inform him of the update.  We reached out to the customer today and left a message to let him know we're working on this.  The customer has a new point of contact at the dealership who will assist him throughout the final steps to get the title.

• Initial Complaint

  Date:09/19/2024

  Type:Sales and Advertising 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 Certified Used Toyota vehicle and paid for Toyota Care which is supposed to provide us with basic maintenance for 2 years or ****** miles from the purchase date. Groove Toyota did not verify this information despite being asked to do so on several occasions and still charged us for the services we received that should have been covered.

  

  Business Response

  Date: 09/30/2024

  We have attempted to contact Mr. ***** for more information regarding the service. The information provided shows the most recent date of service is 06/01/2021, we will continue to follow up with Mr. ******

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising 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 opted out of all email communications when I purchased my vehicle. Now, an email account which I created months after the purchase is receiving daily solicitation and marketing emails. I have unsubscribed multiple times and updated my communication preferences but ** still receiving these emails.

  

  Business Response

  Date: 09/19/2024

  We apologize for the issues here. I show the e-mail address as unsubscribed in our CRM, but I will make sure that it is removed from all communication channels. We only have one e-mail on file and it is the one submitted with the original inquiry. Again, we apologize for the oversight. I do not show any emails coming from the dealership directly since the unsubscribe, but I will double check with all of our vendors as well. 

  Customer Answer

  Date: 09/19/2024

   
  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

  Date:06/24/2024

  Type:Sales and Advertising 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 car in to get a new tire and when I was finished with my service, the employees started the car for me with my key fob, and handed me my keys without the *** (which I hadnt realized) until I got in my car and drove home where I turned my car off. At this point, I realized that the key fob wasnt on my keychain, just the key insert And know that they lost it because the fob doesnt fall off the key it requires a button, and in addition as soon as I turned my car off, I noticed that my key was not detected because I could not get back in my car to grab something I had forgotten. I then had to pay for an entirety of a new key fob that I didnt lose, and my car was stuck in the parking lot for several days before anything was able to get done, in which I brought my car and they said to me I would be afraid for you to bring your car in today, we probably wont be able to get it done after my car had been there since Friday, and it was Monday I had talked to them, needing my car for work. I am well aware that the key fob doesnt just fall off of the key insert and so I know that I wasnt the person who lost it as my car had no key detected which I didnt realize until I got home.

  

  Business Response

  Date: 06/26/2024

  if the key fob was not with the car there would have been a constant chime and warning that the key was not detected which we would have to assume the customer would have been alerted to this and returned to dealer immediately, we would have no reason to just hand the customer a key shank and not the fob when or guest arrived for pickup. We will reach out to guest and offer an inhouse store credit in hopes of putting closure to this situation.

   

  thank yoy

• Initial Complaint

  Date:05/31/2024

  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.

  I purchased 4 new tires from this dealership in July 2023. I went in for service today and they said my treads were unacceptable and needed four new tires. I stated they should be under warranty, and they said I will check and call you back. They then called me back, *** the manager in Service and stated that was sent in error and the tires are acceptable. I asked why such a switch from needing to purchase four new tires, to now knowing they under warranty and we are good all of a sudden. This is very shady business practice and borderline criminal. Please investigate this for us and I would like a response from Groove.

  

  Business Response

  Date: 06/03/2024

  we have reached an agreement on resolving this situation with our guest on 5-31-24 and look forward to correcting this on next visit once tires are closer to time of replacing. 

   

• Initial Complaint

  Date:03/19/2024

  Type:Product 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 purchased a vehicle from Groove Toyota on 2/26/24 and returned it within the allowable period on 3/1/24. The vehicle I was sold was evaluated by an independent mechanic and I was *********** had serious transmission issues that likely would result in a transmission replacement. The dealership refused to return the full restocking fee to me so we settled on a $200 partial restocking fee.The manager I spoke with on 3/1/24 at the time of the return said I should receive my refund within a week or to contact them. When I reached out because I had not received the refund, they said it could take up to 2 weeks. I still have not received the refund and have not been able to get in contact with the finance manager. I have requested a tracking number and carrier information for the refund check without any response. Stock number is GTI168760A.I respectfully request further information be given, and a full refund including the full restocking fee be returned to me this week as the dealership sold me a faulty vehicle.

  Customer Answer

  Date: 03/19/2024

  Hello, this complaint has been resolved as a result of threatening to file a complaint with the BBB. 

  

  Business Response

  Date: 03/20/2024

  In the *****************, there is no cooling off period when a customer buys a car.  ********************** has a return policy of 4 days or 200 miles in order to provide the best customer experience.  We never want our customers to have buyer's remorse and be stuck in a vehicle they don't want. ******************* purchased a car from Groove and brought it back after 5 days.  We still allowed her to return the vehicle, even though she was outside the 4 day policy.  With that policy, there is a $499 restocking fee.  **** refused to pay the $499, so we agreed to reduce it to $200.  The check for the agreed upon amount has been delivered to ****'s address and we will send proof of delivery to her email.  Since we are now being informed that the $200 restocking fee is no longer acceptable, we will also refund that additional amount.

  Customer Answer

  Date: 03/20/2024

   
  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. However, the dealership did not take ownership in their response for the fact the check was delayed beyond the period they quoted me two times, and that their finance manager refused to call me back on several occasions that I requested additional information. I am satisfied with the resolution but disagree with their lack of accountability in the response.
  
  Sincerely,
  
  *******************