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:03/27/2025

  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.

  Girard Toyota of new ****** ** was performing paint recall work on my 2018 Toyota ******. In the process of doing the paint work they missed painting multiple areas that they removed paint from, multiple drip marks in the paint job, paint was damaged by the buffing pad/ sanding process, overspray in multiple locations, bubbles in vinyls trim, aggressive and noticable paint lines all over the truck and window tint that has scratches in multiple areas on every window. Dealership refused to fix the damage that they caused and is taking no accountability. Vehicle looked better before brining it to them. Will cost serval thousand dollar to fix correctly. Attached is multiple photos of the paintwork, but there are many more problem areas.

  Business Response

  Date: 04/02/2025

  Good morning,

  Our body shop manager has reached out to rectify the issues with the work done on the vehicle

   

   

  Customer Answer

  Date: 04/03/2025

  
  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:06/05/2024

  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.

  Girard Toyota *** claims to have "scrubbed" my email address from their email/postal list numerous times, however, they continue to email me, last email received today from an Ana H****, thanking for my visit, in which case, have not visited dealership in several months, as far back as last year, do not have exact date. This dealership says one thing, turns around, does another, actions do not follow their words. The business claims I signed up for emails by providing my email address for a prior service visit, which is a lie, there was no opt-in to receive sales emails via service department, have not had service in several months. Due to past negative experience, I no longer do business with this dealership, do not buy cars from them. My extent to doing business includes only service to a vehicle and or repair. I've attached screen shot of email received today.

  Business Response

  Date: 06/25/2024

  Hello,

  We sincerely apologize for the email. We have made sure you are completely taken out of our system for all sale emails and postal mail. A case was created to our higher ups to make sure this does not happen again. 

  Customer Answer

  Date: 06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:business claims to have thoroughly removed me from their email/postal list numerous times prior, they conveniently add my email address back, make bogus claims  such as my email was added after a service visit, in which case, there was no such opt in during any visit 

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

• Initial Complaint

  Date:11/27/2023

  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.

  Brought vehicle to have adaptive headlight module replaced. After this repair the headlights integrity has been compromised allowing water to penetrate into the headlight capsule. The *** service department refused to take responsibility instead quoted an additional 3k to replace headlight. *** service department states it warrants for parts and labor which obviously is a misrepresentation.

  Business Response

  Date: 12/04/2023

  Our *** technician found evidence from the original part that moisture was present in the headlight prior to our repairs. No assistance can be extended from this repair facility.

  Thank you-

• Initial Complaint

  Date:11/21/2023

  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.

  Date of dispute = Nov 3, 2023. Invoice number *****. We took my vehicle to Girard Toyota in *** ****** for a routine oil change. The service department also performed a Multipoint inspection. The service department advised me that the front brakes were in the yellow zone. This would indicate the brake pads were measured by the technician at 5 mm. This was odd to me, and I questioned the customer service representative on my way out. It caused concern because the front and rear brakes and rotors were replaced 3,000 miles prior at another (reputable) shop. Without being sure if Girard was pulling a scam or if the other shop was, we took it back to the shop who performed the brakes. The vehicle was put on the lift, front tires were removed, and they visually had us inspect and photograph the brakes on their premises - the brake pads are essentially brand new, 10-12 mm thickness. This resulted in a call back to Girard service department. Prior to telling them we had just been to the service station that had performed the brake and rotor replacement, we were passed on to a manager who confirmed that a technician did indeed measure the brake pads and performed this multi-point inspection and indicated the front brake pads were 5 mm and the rear pads were 7 mm. We informed the manager we would be submitting this complaint to BBB. This manager was apologetic and indicated there would be follow up with the technician and then again with us - we never heard back. This was not the first time Girard botched our multi point inspection. In fact, with our other vehicle, they failed to check and adjust tire pressure even though it was on the outgoing report. We did confirm that if a service is listed on the outgoing report, that indicates it was definitely performed. They lie to unsuspecting customers. Based on these interactions, we believe Girard is running a dishonest operation and trying to scam those who do not know better.

  Business Response

  Date: 12/04/2023

  We have met with our staff and have implemented additional quality control procedures to ensure information is accurately being recorded and communicated. Girard Toyota apologizes for any inconvenience.

  Customer Answer

  Date: 12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because based on the inconsistencies, we have experienced, it will take more than one meeting to rectify the problematic behaviors and fraudulent culture of this service department. Girard Toyota has lost our trust. We will take our business elsewhere, including our next car purchases. 
  
  Sincerely, ***
  

• Initial Complaint

  Date:08/29/2023

  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.

  I contacted the financial advisor regarding canceling the GAP insurance I had purchased at the time when I bought my vehicle from this dealership on March 11, 2021. On or around July 17th, 2023 I visited the dealership because after speaking with Mr. C****** the financial advisor he stated I needed to go in to sign a paper. I signed it and he said I would be contacted once the check was ready to be picked up. Fast forward about two weeks later I contacted him again asking about the check he stated it could take a month. I said okay. Now it is August 29th, 2023 and after speaking with Mr. C****** again he was extremely rude and unprofessional. He stated that I am 1 of 23 people they have to process and that I just have to wait. He also said and I quote “it’s not like we owe you a paycheck, you don’t need to keep calling, it’ll be ready when it’s ready”. The dealership experience has been terrible since the moment I bought my car. I just want the money that is owed to me and I be done with that entity. They have terrible customer service. Not a single employee there has ever been nice or helpful in the many different occasions I have stopped by or called.

  Business Response

  Date: 09/29/2023

  With regards to the above complaint, we certainly do not condone that type of behavior from any of our employees and Mr.

  C****** will be spoken to. And, of course, we apologize sincerely for his behavior.

   

  As far as the refund, we are looking into it and I will advise when I get more information. I will tell you that refunds are not being issued on a timely basis, unfortunately, and we have no control over that.

   

  I will reach out again when I get more information.

   

  Have a great day.

   

   

  Larry T******

  Internet Sales Director

  Antonino Auto Group

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

  Business Response

  Date: 10/04/2023

  Good Morning *******,

   

  Please be advised that payment has been sent out with regards to complaint ********.

   

  Larry T******

  Internet Sales Director

  Antonino Auto Group

  860-448-0050

  Customer Answer

  Date: 10/12/2023

  The company never answered! No one has reached out to me at all.

• Initial Complaint

  Date:08/24/2022

  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've requested to be removed from email list as well as postal mailing list numerous times in the past from *** ** *** ****** aka Girard Toyota... Like most dealerships, they say thing, turn around, do another.. Since requesting removal, the dealership has changed email addresses, emailed me under a different address after assuring the BBB as well as Dept of Consumer Protection they have removed my email address... Emails from a John Goodrich with the dealership and most recently, an email from [email protected], received as of today.. The email today solicits business, offering to upgrade my current *** to a new model, in which case, I do not do any business with this dealership, aside from service. Due to past negative experience including an extortion attempt by former General Manager, Elias, as well as being harassed off their lot by Lou C******** I do not buy any vehicles from this dealership nor so I wish to receive any solicitation from them.

  Business Response

  Date: 08/24/2022

  As explained many times before, as long as he does business with our service department, he continues to be active in our system.  

  Customer Answer

  Date: 08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
    The emails they've been sending have nothing at all to do with service, are solicitations to buy another vehicle in which case, I do not buy from this dealer due to past negative experiences.. It appears they are using service visit as an excuse to attempt to solicit, despite requests not to.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/25/2022

  We reject his response, active is active.

  Customer Answer

  Date: 08/25/2022

  
  Complaint: ********
  
  I am rejecting this response because: The dealership has no reason to send solicitation from one service visit in which my email was not provided.
  
  Sincerely,
  
  ****** ******