ComplaintsforMilton Ruben Toyota

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife took her 2007 ****** ***** in for A/C repair. They informed us that the repair would be approximately $1,200. We were under the impression that this would fully resolve the issue. There was no disclosure that it could possibly be any other issues in addition to that resolution. After they completed the job, we paid for all the services. Day number 2 of driving the vehicle (day 1 was from the dealership to our home) the A/C was malfunctioning in the same manner it had been prior to taking it in. We told them about the issue and agreed to bring it back in for the issue to get resolved. They contacted my wife back and stated that it would be another $1,800 to fix what they believe the issue is this time. We spoke to the Lane manager, Jake, who was very uncooperative and rudely hung up on me. Then the Service Manager, Todd, gave us a call per our request. At first he seemed very understanding of the situation but then he proceeded to speak about past years we brought the vehicle in and inquired about the A/C service but didn’t decide to get it fix. Well, our family circumstances changed and we needed the vehicle full time and was now willing to pay the cost to get it fixed. He ultimately said that it was our responsibility to know about these things. If I’m not mistaking, it is the service providers who are the experts and who have a responsibility to give the customer all pertinent information to make a sound decision. The only resolution he came up with is to discount the $1,800 and for us to still pay for additional services. Even after disclosing that it is no guarantee due to the multiple components of the A/C, after we paid for the initial services. Had we known that before hand, we wouldn’t have moved forward with the services initially. Logically, the car value is not worth that much for us to keep paying substantial amounts of money for potential resolutions that could possibly lead to paying even more substantial amounts of money. Unacceptable.

  Business response

  04/27/2023

  In response to complaint,we have came to terms that I believe will settle this open case.Myself and customers were in my office this morning.We discussed 2 options and gave our customers time to make their decision.

  Thank you

  Ronnie S*******

  Customer response

  04/27/2023

  
  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. As Mr. S******* mentioned, we discuss the situation in his office this morning and he gave us two options. He also gave us time to decide on either of the options without any pressure. I believe that we will come to an agreement to resolve this issue in the near future.
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ****** about 3 months ago. It had about 32,000 miles. It has been in and out of the shop 3 times. This time they will not release it to me. They said I smoked cigarettes in their rental the second time. I refused to pay it. Now they are saying it was weed. Can't get their story straight. This was under warranty and because they can't seem to get it fixed to where it doesn't feel like the transmission will fall out I do not feel safe in this truck. I am looking to have them repurchase it or replace it. It went it ****, ***, and again on ****. I have had to miss work and my insurance had to pay the tows. I would like it back so that I can take it to a qualified mechanic or report it as a lemon. I drove the same vehicle for 14 yrs and wanted something bigger and more reliable so I am devastated. Especially since I don't have much money.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/15) */ I will be glad to assist our customer.Please come in and talk to me Ronnie S******* and I am the general Manager for Milton Ruben Toyota.The ****** is under factory warranty and if we need to trade into another truck,I will assist the customer in any way possible Thank you, Ronnie S******* Consumer Response /* (2000, 7, 2022/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently purchased a van from Milton Ruben, and 2 weeks after they called us back and said we have to pay them $2,200 for the state tax. However, nowhere in our contract that we signed did it say we had to pay that. We did pay $250 in taxes which was in the contract. Now they are holding the tag from us and my temp tag is about to expire on *********. They have been calling and harassing asking us when we are gonna pay them. We are a military family with 2 young children and my husband is the only one working.

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/09/01) */ We are going to handle this and make sure they get their tag.The taxes will be paid bu us. Thank you, *************** Consumer Response /* (2000, 7, 2022/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Recently (***. *** 2022) I decided I was going to purchase a vehicle which was not currently on the lot at Milton Ruben Toyota of Augusta. They stated they would be getting in two models of the vehicle shipped to the dealership and in order to hold one of the vehicles for purchase they advised me they would need a $1000 deposit to hold the vehicle. I gave the salesman (NAME REDACTED) my credit card and $1000 was charged to it. The only paperwork I received was a copy of the receipt showing $1000 was charged. Approximately 1 week later I had some financial obligations arise which I needed to handle. I immediately called the dealership to inform them I can no longer purchase the vehicle. The salesman I originally dealt with told me the $1000 was non-refundable. I never signed anything or was told that if I didn't purchase the vehicle that I would not get my money back. The salesman told me that they promised me the vehicle and they would get penalized if they gave me my money back. I was also told when originally put the $1000 on the vehicle, the amount would go towards the sales price of the vehicle. I would understand if they went out of their way to custom order the vehicle, however, that was not the case. The vehicle was already going to the dealership therefore, the vehicle would have been on the lot if I were to purchase it or not. I felt as if I was being bullied into buying the vehicle because the salesman or sales team would be losing out on a quick commission. Rather than acknowledging my financial hardship the dealership refused to give back the money. This is really upsetting when you are told you will not be getting your money back which was going towards the vehicle anyways.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/03/12) */ We inform every customer that putting a deposit down not only secures the vehicle for the customer but also is reported to Toyota with the customers information so the vehicle can arrive at a earlier stage.Once we report that vehicle it is no longer available for the public.Giving a deposit secures the vehicle for customer with 2 options.1st they can put towards the purchase or 2nd they will be refunded once we secure funds for purchase made by customer.This information is giving to every customer.Please feel free to contact myself,here at the dealership Thank you, Ronnie S******* 706-247-7671 Consumer Response /* (3000, 7, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter is the information you provided with your response, was not provided at the time when I put the deposit towards the vehicle. I am no longer getting the vehicle and need my $1000 back!! Business Response /* (4000, 9, 2022/03/15) */ We will return the customers money and the customer will need to come to dealership with credit card that was used. In the future please do not use financial obligations as a way out of a deal when you are already obligated with a 20** car that you are trading.We will need your credit card present and your drivers license to proceed with refund. Consumer Response /* (2000, 11, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩