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:12/01/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  June of 2022, I attempted to purchase a car with a friend as a co buyer at this dealership. I was in dire need of a car, and had brought in my totaled car for exchange. We had insisted on the other person being on the loan, being as their paycheck was going to be the one paying the majority, as they had a substantial income. However, Toyota ended up taking them off the loan, and we didnt realize it until only I had signed the papers. I was jobless and had a credit score of -1, due to no history, at the time. I had just turned 18, as well as the person I was with. They charged us about ****** after fees for a 2018 Toyota Camry. We have been told by banks after trying to refinance, that we were charged 181% over the cars value. And given an about 24% interest rate on top of that. Our monthly payment was 200 over what we requested for budget, but we were told thats the best they could do. The car bill is $765 a month. And I cannot pay that on my paycheck. So weve tried to sell it to my friend, but no bank will accept the loan, because its outrageous. And Santander USA and Toyota cannot find the financial information that got me approved for the car. Im not sure how I was approved, when I didnt have a job. Im worried they used his paycheck, under my name. And now I cant afford it or sell it, and its going to tank my credit to voluntary repossess, resulting in me not being able to finance a car with my good credit score, I would affected for **** years minimum and Id still owe the ******** the car is overcharged on. I dont know how to get out of it. I dont know how to sell it, and Toyota is being uncooperative.

• Initial Complaint

  Date:03/02/2023

  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 recently refinanced my 2021 Toyota Corolla, and submitted a request to cancel my GAP coverage in December 2022. It is now March 2023 and I still don't have the money that is owed to me. Every time I call I'm told "the check is in the mail". Also, they said they'll only issue the check to ***** ******** even though my name changed due to marrtage and I provided my marriage certificate to them as proof. My bank won't cash a check unless it's made to ***** *****. Attached is both my cancellation request, as well as proof of my name change. I would like immediate payment of the money owed to me.

  Business Response

  Date: 03/02/2023

  Good Afternoon. We have been diligently working on getting Mrs. ***** her cancellation check. However, our accounting department cut the check to the sold address instead of the address on the cancellation form. We were made aware of this issue and provided our accounting department the correct address approximately 3 weeks ago. It is my understanding that there was some miscommunication or the correspondence was over looked and the check was not resent. We received an email from Mr. ***** today in regards to the cancellation check and have quickly corrected the issue. A check has been cut in Mrs. *****'s married name at the dealership and will be ready for pick-up or for us to overnight shortly. We have made Mr. ***** aware of this and have continued to respond to his calls and emails.

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** *****

   

• Initial Complaint

  Date:02/09/2023

  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.

  On Dec 8, I called Rountree Moore ****** in **** **** to ask about them honoring a paint recall. They told me I was covered for the free work and could schedule immediately. I told them my wife was just diagnosed with breast cancer and since we have a flood of doctor appointments, I’d like to hold off for a while. She assured me this was fine and said to call back when ready. No mention of the recall expiring. I called back in January a few times, but they told me I had to work with ***** and she was off. She was supposed to call me, but didn’t. Still no mention of expiry. I called back again in February and was told that the recall had expired. They purposefully delayed me past the expiration date of the recall, knowing I had family issues. I asked for the manager to call me. The manager called and told me her hands were tied, even though they had dropped the ball. She said I needed to call ****** directly, which I did. They refused to help and told me the dealership was the one who had the final say because they are all independently owned. They just pointed fingers at each other and refused to help me.

  Business Response

  Date: 02/14/2023

  *** ***** called in on 2/3/23 and spoke to ****** ****** regarding a peeling paint issue. He provided ****** his VIN and she looked it up and let him know his warranty coverage expired on 12/11/22 for primary coverage and 1/1/23 for secondary coverage therefore there was not any paint warranty available for his vehicle. *** ***** then asked to speak with the service manager, so ****** took a message, and I returned his call within a few minutes. The customer stated he called and spoke to ***** ****** on 12/6/22 regarding bringing his vehicle in for the paint warranty. He said that ***** advised him of how the process works should his vehicle fall under the coverage and meet the criteria, she explained the rental car deposit etc. but he was not ready that day to commit to an appointment due to his wife fighting stage 4 breast cancer and lots of unknow Dr. appointment. ***** asked for his VIN but stated that the customer at no point provided a VIN during that initial conversation so she never could determine coverage or expiration, nor had the client visited our dealership ever so she could not pull up his information. ***** could not have known that the client was close to his expiration date in order to advise him.  ***** states the client said he would call her back when he was ready to set up an appt and provide the VIN and his information to her then. He stated he tried calling back several weeks later and got ****** ****** on the phone and she advised him that since he mentioned he spoke to ***** that she would give ***** a message to return his call. No Vin was provided during this call either. The customer called back on 2/3/23 and asked ****** to help him and told her he had not worked with anyone previously so she would help him and not pass him off to *****. He then provided the VIN number to ****** which is where she determined he did not have any warranty coverage available.
  
  
  Service Manager reached out to *** *** ***** **** for possible goodwill assistance due to client having medical issues which caused delay of getting vehicle into shop. ****y declined and stated they could not help at this level and advised me to have the client call the Toyota Brand Engagement Center. The Service Manager provided the customer with this information on 2/3/23. It is unknown whether or not the client did this or not.
  
  
  The vehicle has never been seen at Rountree Moore Toyota and we have had no access to the clients VIN prior to the expiration date of the paint warranty. No paint inspection was ever performed to determine eligibility for repairs. Rountree Moore Toyota does not have a body shop on premises and would only act as a liaison between ********* ****** who holds the warranty, and an eligible Toyota body shop who would do these repairs. Photos would have had to be taken and submitted to determine if coverage would have been approved. The client is currently under the assumption that coverage could have been possible and at no point was a positive confirmation of coverage provided to *** *****.

  Customer Answer

  Date: 02/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  They are lying.  They were provided the VIN the first time I called in Dec.  This is how ***** could look up and verify that my 4Runner was covered.  They were also provided the VIN in another call.  My wife sat right next to me while I was on speaker and remembers me reading the VIN to them.  Liars!

  I expected this from a car dealer, they only care about making money, nothing about supporting tneir products post sale.

  Regards,

  **** *****