ComplaintsforMiddletown Toyota

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was planning to buy a car at Middletown Toyota I did give them. 1500.00 to hold the vehicle. I changed my mind and emailed and called to get my money back. They are refusing to give me my deposit

  

  Business response

  06/14/2024

  We have sent customer a "5 day letter" explaining the reason for not refunding her deposit  (See Attached) 

  We have also reached out to the customer by phone and restated the section of the "5 day letter" that states she is allowed to use here deposit at our dealership in many ways.

  this conversation was done by Matthew M***** General Sales Manager. 

  we believe this matter is closed 

  thank You 

  Joseph J K***** ***

  General Manager 

  

  Business response

  06/14/2024

  We have sent customer a "5 day letter" explaining the reason for not refunding her deposit  (See Attached) 

  We have also reached out to the customer by phone and restated the section of the "5 day letter" that states she is allowed to use here deposit at our dealership in many ways.

  this conversation was done by Matthew M***** General Sales Manager. 

  we believe this matter is closed 

  thank You 

  Joseph J K***** ***

  General Manager 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged $1290 for the dealership to replace a water pump on my toyota **********. As soon as my wife drove away, the AWD and Check engine light came on and the car started to run into mechanical issues. How can they charge $1290 for repairs, but not fix the problem with the vehicle?

  

  Business response

  03/27/2024

  The Credit was issued on 03/18/2024 to his ****** **** in the amount of $1,290.65, as agreed between *** * **** ******** and Joe K***** *** 

   

  Customer response

  03/27/2024

  
  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

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I bought a vehicle on 1/13/2024 with a loan. We received our temp plate so we could drive home. We went to register this vehicle in our state to find they didn’t provide me with (Registering a vehicle purchased from an out-of-state dealership: Present to your town/city clerk your title from the dealership or the *** ********* title application from the lienholder. If it is a brand new vehicle, a Manufacturers Statement of Origin (MSO) is required). I called the dealership on 1/23/2024 three times. Spoke with general Manager and Jasmine informing them what I needed and it could be emailed to me. On the 24th I called back, General Manager, Jasmine and salesman were out of office. They sent me to Joe. I was informed that he could only register the vehicle that I couldn’t register it. Stated he talked to our town clerk and would send them the information upon which they would call me. I was treated like a child who didn’t know what I was doing. He was very argumentative. This dealership was informed that we have bought vehicles in other states with no problem of us registering. I have no problem with Jasmine, our salesman or the general manager. I do have a problem with Joe who doesn’t know how to treat customers and him not sending me the information that we needed to register our vehicle in our state. For this reason I would not recommend anyone purchasing a vehicle from them that lives out of state. We were going to give them $12,000.00 towards the purchase but wouldn’t take our check so we could only give them 5,000.00 on a credit card. I would like the (Registering a vehicle purchased from an out-of-state dealership: Present to your town/city clerk your title from the dealership or the *** ********* title application from the lienholder. If it is a brand new vehicle, a Manufacturers Statement of Origin (MSO) is required.) sent to me with an apology for his rudeness and not receiving what was needed when we bought the car.

  

  Business response

  02/27/2024

  The vehicle was registered in *** ********* on 02/05/2024, at the ********* **** **** by the Town Clerk as regulated by *** ********* law.

  The registration had to be handled by the selling dealership due to the fiduciary responsibility that the lender (**** ** *******) puts on dealers who arrange financing for the vehicle they bought. 

  The registration was done in a timely fashion.

  With regard's to their personal check, We do NOT accept out of state personal checks as COD on car deals 

  the whole process was explained to both her and her husband a number of times so there should not have been any confusion in what we were doing. 

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We were not told several times that **** ** ******* didn’t allow us to register this car. I will contact **** ** ******* on this matter, especially since we have family members that work in car dealerships. We were told once in a rudely voice that only he could register our car and he became argumentative about it. What he did do is he called our town clerk and a Nissan dealership to find out how to register the car. We are not young people who have no idea what to do. Yes the car is registered. On the check matter we were only told the owner wasn’t in to ok it, that they did call the bank three minutes before they closed and could verify that the check was good. Because of the wrong information being told to us and BBB and the attitude and rudeness with Joe, I will never recommend this dealership.  
  Sincerely,
  
  ****** ********

  

  Business response

  03/19/2024

  The Vehicle that Mr. & Mrs. ******* purchased is legally registered in the state of *** *********, within the proper time period, AND most of all the Lien Holder is Protected as their rules and regulations dictate 

  As previously mentioned out of state personal checks are not accepted by the dealership  

  We feel this issue has been answered, resolved and closed 

   

  Thank You 

  Joe K***** *** 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/6/23 I put down a thousand dollar deposit at Middletown Toyota to hold a truck for purchase that was in the process of being sent from the factory to the ** dealership. I was told numerous times by the salesman that the deposit was fully refundable if I did not want the truck due to the fact that it was not on the dealer lot. He expressed that a deposit on a used vehicle would be different and non refundable. They had me sign a purchase order to put the truck on hold. I asked again that if I did not like the truck I would get a full refund despite what was on the purchase order and he assured me I could. On 4/15/23 I called the salesman to refund my deposit as I no longer wanted the vehicle and allow them to get it back for sale. The salesman's behavior changed and told me he had to talk to his manager and that he would get back to me. On 4/17/23 the salesman called back, at this time his whole story changed and told me there was no way to get my deposit back. I spoke with the customer relations and my wife spoke with the sales manager. Both people were extremely rude and told us we were never getting our deposit back. I made it very clear that I am not buying a vehicle from them and would never do or recommend anyone do business with them. The vehicle is not expected to be on there lot for another month. I feel that I am giving them plenty of notice to get the vehicle back for sale and that I caused them no out of pocket expenses such as detailing the vehicle, financing or other dealer prep work.

  

  Business response

  04/20/2023

   

  **** ********** wife said he had three deposits, one here and two at other dealerships holding trucks for him on 04/18/2023 over the phone to my Sales Manger.

  This is why we have a purchase and sales agreement to protect the consumer from a vehicles being sold out from under them and for the reason mentioned above.

  We could not sell this ****** as of 04/06/2023 that **** had put a deposit on. " purchase and sales agreement" 

  The purchase order with ****'s signature clearly states no refund of deposit in BOLD letters.

  On the back of the purchase order line 5 states, the dealership Middletown Toyota has 120 days to have this vehicle available to the consumer, if not the consumer has the right to a refund.

  If **** has any questions please feel free to reach out to Matthew M***** GSM @ ###-###-####

   

   

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I only have one vehicle under deposit.  The dealer misunderstood the comment.  We have had deposits in the past that were refunded due to different circumstances. I dont see how any sales were lost when you dont have the vehicle on the lot to sell.  On top of that, how does a buyer commit to a vehicle he hasnt even seen.  This is why I asked the salesman numerous times if the deposit is refundable which he said yes every time.  
  
  Sincerely,
  
  **** *********

  

  Business response

  04/21/2023

  At this time contact Matthew M***** and he will handle your refund.

  You will need the credit card you used for the deposit.

   

  Customer response

  04/24/2023

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

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck a week ago and the dealer refuses to get me a registration because they didn’t fill the paperwork out correctly for sales tax

  

  Business response

  02/23/2023

  Customer did not want to pay ** sales tax that was due for his registration.

  Sales tax to ** and registration is now resolved .

   

  Thank you

   

  Customer response

  02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They scammed me. When I was originally trying to work my payment they said I would need to come up with another 1,000 to get my payment to what I wanted. I said I’m not interested and then all of the sudden they got to my number so I signed. Then the said they screwed up the paperwork and didn’t charge me enough sales tax and oddly enough it came to 1,000. Strange? I think not! I was bullied into paying half of the 1,000 or I wouldn’t have a vehicle to drive. 
  Sincerely,
  
  ***** ****

  

  Business response

  02/23/2023

  Middletown Toyota paid 500.00 of the 1000.00 owed in sales tax to ** in the name of customer service.

  Mr. **** is who owed sales tax to have his truck registered and the transaction has been completed with the state of **.
  

  If Mr. **** would like to contact the state of ** about his sales tax the number is ###-###-#### 9 a.m.–4 p.m., Monday through Friday

   

  Middletown Toyota has resolved this issue.

   

   

  Customer response

  02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In March of 2022, I ordered a Toyota **** ***** from Middletown Toyota Dealership (MTD), see attachment. I was told my order would arrive in 30 to 60 days. This is important because of the $7,500 federal tax credit. MTD have confirmed it is a valid contract and I have fulfilled my part by providing MTD with a deposit. Also, of note is the large all capital letters on the front page that state, “ORDER MAY TAKE UP TO 22 WEEKS” Over the last 6 months, I have tried very diligently to get MTD to provide me with any new **** *****. I tried to get **** *****s with different colors, packages, and models. I have worked to try to maintain a very courteous and polite manner when corresponding with MTD. I have been repeatedly given conflicting information, incorrect information, false statements, and other stories to put it politely turned out to be fictional. I have been told by a MTD employee that my order was never placed and that MTD no longer takes any orders. You must pick from what MTD offers you. I have talked with Matthew M***** (General Sales Manager) multiple times. At one point he told me I would get the next **** ***** that was allotted to MTD, that did not happen. He has expressed to me that now **** *****s are selling with above MSRP. He showed me he has little to no interest in honoring my contract on the contrary. I still do not have even a Vehicle Identification Number (VIN). MTD has repeatedly listed on their online website, **** *****s for sale as available that they refused to sell to me. Matthew has tried to get me to sign a new contract with higher prices and an addition dealership fee. I have tried to work with MTD but I have not made any progress. MTD actions could end up costing me well over $10,000 in damages. I have sent multiple emails and have spent hours on the phone. I have request from MTD that they just amend my contract to next available **** ***** and just write in the VIN. They have refused. I have nothing so far!

  

  Business response

  10/27/2022

  Mr. ******** put an order for a Toyota *** * with specific exterior colors & specific equipment on March 29, 2022.(See Attached purchase order & back of order with terms & conditions)

  Prior to, at & after the time of signing the purchase order he was told that Toyota was NOT sending that model the way he requested & it would most likely have more factory equipment. He insisted on the order he signed. (See Attached)  

  We have not received from Toyota a vehicle that matched his order.

  On three occasions we have offered him a like vehicle with different exterior color & additional factory equipment as was told to him 

  He opted not to purchase the vehicle. 

  On October 19,2022 we sent him back his deposit check # ****** (See Attached)

    

  Customer response

  10/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The person that responded to my complaint is lying. It is hard to even reply. As it stands now I have records that show that Middletown Toyota Dealership (MTD) is not returning my calls and emails. I have records that contradict almost everything in their reply! I have multiple emails that state I tried to get ANY type of **** *****. Months ago when there was a $7,500 federal tax credit I tried and tried to get MTD to sell me a red ***. It would have been much cheaper with the $7,500 off! The *** is about $3,000 more. I would have still saved $4,500. What MTD is staying is false and make no sense. I have email! They are lying. I tried for months. I contact Toyota.com. There are records. I called and called. They still have my money! They never sent me back a penny! Not one call or one email stating they were ever sending me back any money. It was always about paying them more. There are lying! I have never been offer a **** with addition factory equipment, never, never, never! What I have been offer is a new contract for thousand dollar more with a new fee for a Model that should have cost less, not more. And to be clear, a contract, not a **** *****! If there was a **** ***** for me to get, I would have taken it. If there were legal issues I would then take them to small claims court.  As it stands now I am working on the paper work to file a civil suit. Civil suit takes much longer and are a lot more work. But MTD is not given me much of a choice. I have in a email from Mr. K***** "We are not allowed to change or amend the original purchase order." This is in response to me asking for one of there Gray **** *****s.  

  There actions are criminal.  

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

  

  Business response

  11/02/2022

  Mr. ********'s Refund has been sent out as previously noted With that we are ending any business with this person.  

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  See their response. I have a valid contract. They are refusing to sell me ANY Toyota **** *****. This could be settled very easily! I am still willing to pay full price for a Toyota **** *****, ** or ***. It would be nice just to get any Red Toyota **** *****. I already agreed to accept a Gray **** ***** from them! This has been what I have been dealing with for months. They do not want to talk about my contract or the 22 weeks stated in LARGE CAPITAL LETTER. They just want to keep my money and have me go away. They have my money and many other people who are will pay above listed price to get a **** *****. Middletown Toyota keeps making false statement after false statement. At no time have they stated that I do not have a valid contract or that they did not get money from me. They clearly do not care about their own contract. I believe they only care about making more money.  I have read some of their reviews. They seem to have no problem keeping other peoples money when they feel like the buyer did not follow their contract! The records are clear. I ordered a **** ***** back in March. They do not want to sell me one. 

   

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

  

  Business response

  11/03/2022

  AGAIN Mr. ********"s deposit has been sent out to him as previously noted. With that we are ending any business with this person!!!!!! 

  This will be the last response we will give BBB regarding this matter or this person!!!!! 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced my vehicle purchased in January 2022 and the GAP insurance was paid off. Middletown Toyota received the refund of $786.57 the end of June (per Lukasz S******** mid July) and would be sent to me end of July when they mailed checks out. Have not received. Ray D******* on 08/10/22 told me it had to be researched because the girl that handled that had left. He would call me back. No calls and he does not accept any of my calls. I am getting the run around. Why would Ray have to research if Lukasz confirmed it was received. Its 2022 surely a dealership as large as they are, are automated.

  

  Business response

  08/17/2022

  With regards to the refund of the canceled Gap Insurance Please provide Middletown Toyota with proof that the original lien holder has been paid in full IE. LIEN RELEASE please forward that to Joseph J K***** **  General Manager. We then can comply with our legal responsibility to the original lien holder 

   

  Thank you

  Joe K***** **. 

  Customer response

  08/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: when I spoke with Lukasz, he verified that ******* *** was paid in full.  I have attached a letter from ******* *** confirming once again. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  08/17/2022

  If you are rejecting the response then we can not move forward with the refund 

  so get the lien release from the original lien holder and forward it to myself at the dealership so we can process the refund to you 

  also i would need a current mailing address to forward the refund check  

   

  thank you 

  Joe K***** ** 

  Customer response

  08/18/2022

  
  Better Business Bureau:

  I have attached a letter from the original lien holder indicating the loan has been paid off.  I attached it to the previous correspondence.

  Please provide email address to send directly to the dealer.

  Address for check is ** ***** ***** ******** ** *****

  Please note address is LANE not street.

  I am not satisfied until check is received.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

  

  Business response

  08/18/2022

  Thank You for supplying us with the PAID IN FULL letter  the refund is being processed by our office and a refund check will be put in the mail within 48 business hours 

   

  Joe K***** **. 

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The dealer told me they had a car being delivered and asked I put down a $1,000 deposit. I confirmed this was fully refundable. After almost 2 weeks the vehicle hadn't arrived and they were not able to provide a status. I then went to another dealer and purchased the vehicle I wanted on 8/3. I have since called Middletown Toyota 5 times, left messages, and even chatted with someone on their website (no help there). I was told only the Sale General Mgr can return a deposit, but they will not put me in contact with this person and this person will not return any of my calls. This $1,000 deposit is on a credit card, I do not want to make a payment on it and don't want to be charged interest. Thank you for your help. **** *********

  

  Business response

  08/09/2022

  Mr. Partridge  has not reached out to myself to discuss a refund.

  He has to contact me directly to give me the credit card information that he used to put the deposit originally i will process the refund at that time 

   

  contact info. 

  Joseph J. K***** *** 

  ************  ************* ** ** * * ** 

   

  thanks 

  *** ****** *** 

  Customer response

  08/23/2022

  **** ******* ******** I have contacted Mr. ****** directly and he refused to refund my $1,000 deposit, then hung up on me. Please reopen my case.

  Thank you

  

  Business response

  08/24/2022

  mr. ********* did get in touch with myself and in error was hung up on 

  please have him call or email the credit card he used to put the deposit so i can refund him his deposit 

  i have to apologue to him and the BBB for my error 

   

  Thank you 

   

  Joe ****** Jr. 

  Customer response

  08/31/2022

  Hi ****. I received a receipt in the mail from the dealership for the return of the deposit to my credit card.

  Thanks so much for all your help.

  **** **** ** ******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is about unscrupulous business practices, quite likely Consumer Fraud, by MIDDLETOWN TOYOTA (hereafter “MT”), Connecticut. $1,000 is owed me from MT. I’m full-time nurse; my car was destroyed & needed a car immediately. Had rental for 30 days. 04/22/22 found a 2022 ****** ***** ** available online at MT. When I arrived to the dealership, the car was not there, & I was told by Sales Sokol E**** that car was in **. Sokol was made aware of my car urgency. He said we are just waiting for a truck to drive the car to Middletown & should arrive by following week. I was told to “reserve” the car to prevent anyone else from purchasing it; I was required to put a $1,000 down. No contract terms were discussed; at no time did anyone – sales, management or any other employee use the word NONREFUNDABLE. Believing this was a “good faith” deposit, I gave them my credit card. At no time did I think this was a contract. No financing terms were discussed. End of following week, car not arrived, told by Sokol end of April. End of month, no car. Calling about the car a third time, I was told by Sokol, there was no expected delivery date & that the system used to predict the timeframe of the car needed to be delivered was down. Rental agreement ended & because MT couldn’t deliver, I found car and purchased from Charles Toyota who said I should not have any problems getting my $1000 back. Called MT, no one returned my calls; I went in person & was told by Dealership Manager Matthew M*****, my deposit was non-refundable. I was told the Owner Joe K***** would call me. To this day 8/7/22, owner has never called me back, I still have not been told the car is available, and I still do not have my $1000 returned. Refund to my daughter. Note: this was originally sent as a review by mistake. This is a complaint.

  

  Business response

  08/09/2022

  To Whom it may concern.

  The Consumer (*** ******) you have listed in the complaint is not in our files. As a matter of federal privacy please check who is the person that is making the complaint as then I might be able to address the complaint properly .

   

  Thank you 

  Joe K***** Jr. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 28th, I ordered a *** * and put down a $1000 deposit. Given a time frame of 10-12 weeks. After minimal communication with Middletown Toyota, I received a call in June offering me a vehicle very similar to the one I ordered with an arrival date of late July or early august. The cost of the vehicle was $2000 more than the original vehicle I ordered. I attempted to get information on the vehicle ordered on January 28th with no success. I have received ZERO information about the car I ordered and deposited $1000. I made the decision to accept the alternate vehicle since it had been 6 months of waiting. However, I continued to ask about the original vehicle. Still NO answer or information. When I received information about the alternate vehicle, it showed an order date of April 20th. I questioned how a vehicle ordered on April 20th was available but the one ordered January 28th was not. I received the explanation of supply chain issues and Toyota being shut down because of Covid. If that was the case, then how was I able to get an almost identical vehicle (same supply needs and same Toyota factory). I did receive the alternate vehicle last week but have continued to question the whereabouts of the original vehicle. I asked about 2 possible scenarios. 1) the original vehicle was never ordered OR 2) my vehicle was sold to another customer. Middletown Toyota has not responded since asking the questions. I would like to learn the answer to those questions. Thank you for any assistance you could offer.

  

  Business response

  07/25/2022

  Dear Ms. ********* 

  Thank you for purchasing a vehicle from Middletown Toyota. It is unfortunate that the original vehicle that you requested was never built and or never shipped to our dealership. Every new Toyota vehicle that a customer requests from our dealership is shared with our Toyota Sales Representative and the Toyota Regional office. Toyota's policy has always been for the 47 years I have been with Toyota that they will NOT accept orders from Customers, they build vehicles then distribute those vehicles by allocation to dealers. The vehicle you requested was curtailed in production due to supply chain issues for a number of months. These slow down details were not shared in any detail with us, so when the production finally picked up we started offering available models to our oldest requested orders without consideration to color, interior, or equipment. We have always felt this was the best way to handle customer's vehicle requests, with the understanding that the customer is under no obligation to take the vehicle offered. 

  I hope this and the number of emails and phone calls that you had with Otto and Matthew has cleared up some or most of your concerns. It has been very difficult to address all 250 vehicles requests with Toyota production as limited as it is. 

  I am always available to discuss matters by phone.

  Thank You 

  Joseph J K***** ** 

  General Manager 

   

*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. ↩