ComplaintsforAutoNation Toyota Mall of Georgia

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good afternoon,On December 2, 2023, I purchased a 2015 Range Rover Evogue from Auto NationMall of Georgia. On Saturday, June 23rd as I was driving home the car stopped accelerating. I waited on the side of the road for 5 hours waiting for a tow truck. I had the car towed to my usual mechanic and he stated that the motor has gone out in the car. I did not purchase an extended warranty due to the finance person stating that it would add ****** per month to my car payment. I have driventhis car only about ***** miles in the past six months.I am unsure of what my options are or what can be done. f have been making payments on this car and paying car insurance on a vehicle that has been inoperable for the past three months that I only had the opportunity to drive for 7 months. I was reading on the AutoNation website about the 12-month -12,000-mile warranty.Please advise and contact me at **********

  Business response

  09/28/2024

  Hello- Please remove this complaint from our BBB Profile as it does pertain to our location as previously explained to the customer. 
  Customer transacted with VW Mall of ********************** and not Toyota Mall of Georgia. 
  please direct the complaint to appropriate entity. 

  Customer response

  09/28/2024

   
  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. I filled a separate complaint against Autonation Volkswagon Mall of Georgia. Originally, I thought that they were one entity until I was made aware that Toyota and ********** are both owned by Autonation, but separate dealerships
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/2/24, I paid AutoNation Toyota Mall of Georgia a $1,000 deposit for a new RAV4. // The salesman, *******, said that AWD means all four wheels are always driving. On 9/14, I found out this is not true for RAV4s. On a RAV4, AWD only engages when (1) the vehicle detects loss of traction or (2) when the vehicle is first accelerating from a stop until it reaches 3500 rpm (which is usually about 15 mph.) If ******* had told me the truth, I would not have paid the deposit.. // I first found out about the car in an online listing on CarGurus.com. When I gave ******* the listing information, he told me, The price is $800 higher than what it says online. We put the lower price online to attract customers. He told me that this dealership requires all customers to add window tint protection for $599, appearance protection for $699, and dent protection for $699 which adds up to $1,997. He said these fees are non-negotiable. These fees are not mentioned in any of the online listings. // The *** is close to implementing the CARS Rule, which prohibits dealers from using bait-and-switch tactics like these. // I want to add that ******* was extremely pushy. After I had spent 1.5 hours with him, he told me, "I've spent three hours with you; are you going to buy a car or waste my time? // I called on 9/14 and explained that I did not want AWD. ****** called me back and said he would be able to find a FWD that I could apply my deposit towards. At the start, I clearly stated I wanted heated seats. He told me hed found a RAV4 with these specifications. He emailed me the price breakdown and spec sheet, which I signed and returned. Around 10 minutes later, he called me back and said this car was actually AWD, and there were no FWDs with heated seats. // This dealership is abusive. I am formally requesting my $1,000 deposit back.

  Business response

  09/16/2024

  Although the customer clearly understood and signed a fully non-Refundable agreement when She place the special order (that we have previously revised as a Courtesy) and after further consideration, We have decided as a goodwill gesture to proceed with the deposit refund as a token of professionalism and to ensure a better Guest experience that is known to be our trademark here at AutoNation.
  

  Autonation Toyota Mall Of Georgia 

  Customer response

  09/16/2024

  Thank you for refunding the deposit, and sorry for filing this complaint in haste.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that the service techs have came to the conclusion that I will need my engine rebuilt since my car is burning oil. This issue did not happen overnight and I have been taken my car here for service. I would like to know at what point did my car fail? They did an oil consumption test but that does not give me how you all came to the resolution I just feel they went with what is issues are "common" to have. To tell a customer who is not financially stable that they need a new engine is mind blowing and I have not had any sleep at all. I have been taking my car here for oil changes, and routine maintenance and no issues were told until my last two visits. I am needing this investigated as I tried to get second opinions from other shops and showed my receipt of reccomendations that was given to me from toyota to other repair shops and they need clarity as well. My car is well maintained, and I feel this is my fault. Why am I loosing oil? I am not paying for a new engine you all will fix it for free as you failed me as a customer and put me in a rental NOW while you all fix it. FIX EVERYTHING ON MY CAR! I lost my dad who is now passed away this is not what I need to hear. Someone help me understand as I am not paying over $6,000. I am a loyal customer and your shop will be responsible for not catching this issue before it got worse. Either you all do not put enough oil, or messed my car up but my car was in GOOD CONDITION!! FIX IT!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO CHARGE TO ME! NO ONE WILL GIVE ME STRAIGHT ANSWERS!!! JUST FIX IT. I do see I have a recall/warranty that needs to be honored! Please see below and cover me in a rental! Refund me my $167.89 as well for service I paid to get done on march 22nd 2024.

  Business response

  04/22/2024

  Dealership completed oil consumption test even though the vehicle is out of warranty. He does in fact present oil consumption (which was noticed by the customer because the oil light would appear on the dash while braking); however, he is out of primary or secondary warranty coverage. This is explained in the picture attached by the customer himself.  

  As a dealership we have to comply and follow Toyota's policy and warranty guidelines. We would be glad to reach out to Toyota on the customer's behalf, but we cannot guarantee that they will approve this repair since he is way past the warranty window determine by Toyota - expiration date was 5/9/2019 which is 10 years after the date of first use. 

  We apologize and understand the hardship this may represent for the customer but hope he understands that the ultimate decision is made by Toyota Manufacture NOT the dealership AutoNation Toyota Mall of Georgia. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Me and my wife ***************************** recently purchased a used Toyota Corolla Hatchback from autonation Toyota who said the car had been inspected during the test drive we never got above 35 MPH upon getting the car home I realized it had what feels like a warped brake rotor. When I contacted my sales rep thru text he informed me he didnt think he could help me. I just want my brakes fixed I shouldnt need to get brake work done on a car I just bought.

  Business response

  09/07/2023

  CRM spoke with customer regarding situation and scheduled appointment for customer to come in on Monday 9/11. 

  Customer response

  09/14/2023

   
  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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Toyota Mall of Georgia and purchased a pre used vehicle that was certified by the dealership as they advertised es it. The next day the car did not turn on the dealership was called and they towed the car back on Monday by Wednesday I was told the car was fixed and that it had been the battery. The following day the car did not turn on again I had to miss work ***** and went back to the dealership I advised them of the problem once more and let them know. I no longer wanted the car. I asked to speak to the manager and have a meeting with him and the. Sales associate. The Manager did not even offer to sit with us or listen to my concerns and complaints. Toyota should have never sold us a car knowing there were issues with is or not inspecting it thoroughly.

  Business response

  08/04/2023

  Customer has been traded out of this vehicle. 

  Customer satisfied with solution. 

  Customer response

  08/04/2023

   
  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

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 28, 2022, I ********************************** entered a consumer credit transaction with the dealership by the name of AutoNation Toyota Mall of Georgia located in ******, Georgia, in which I extended my credit to purchase a 2021 Toyota Corolla VIN# *****************. The amount for the finance charge stated on the retail installment sale contract was $6,028.65 in which 15 USC **** defines as the sum of all charges. I was also charged additional amounts evidenced by the amount financed total of payments, and total sale price in the amount of $26,538.07 for the purchase of the 2021 Toyota Corolla. Nevertheless, I was informed that I needed to put a down payment of $1200.00 in cash along with my trade in value of$1000.00 for my wifes 2008 Toyota Camry with a total down payment amount of $2200.00. I was also coerced into purchasing *** Insurance (Guaranteed *************************** in the amount of $1200 in which I asked AutoNation of Toyotas CFS, ****************** ********************* whom was processing the paper work to cancel the *** Insurance immediately on that day for a refund but it was not granted. I also provided insurance which was not to be included in the sale. Moreover, cash (a down payment, insurance payment such as *** or private insurance and any other fees etc.) is not to be rendered with a consumer credit transaction. This is a violation of The Truth and Lending Act as well as 15 U.S.Code **** which defines that the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the creditor as an incident to the extension for credit. AUTONOATION TOYOTA MALL OF GEORGIA also failed to provide me with the required disclosures as required by 15 USC **** & Regulations Z of the Code of Federal Regulations. Please view attached letter for more details. A request for refund of fees and other charges not included in the "finance charge" be returned back to me.

  Business response

  03/31/2023

  On 03/31/23 store Controller, *************************** has attempted to reach out to ******************** to better understand this complaint.  The documents attached with ***** Fargo were cancelled and the customer never paid finance charges because the contract was flat cancelled with ***** Fargo at 100%.  Also, the updated buyers order dated 07/16/2022 shows a balance of $25337.07, which does not include any GAP or additional products.  The funds were received from Navy federal ************ for the amount of the car less the $1200 down payment.  Not sure why we are trying to collect finance charges, or GAP funds at this point.  The contract with ***** Fargo was voided.  Feel free to reach out to us if you need any additional information.  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  You schedule a service appointment and go into their garage and nobody greets you. You go inside and cant find a employee anywhere. I waited a hour trying to get someone to honor my service appointment. I left in frustration. When I called they where completely unapologetic about the situation, and did not offer a shred of evidence that they will try to improve service int he future. They act like its my fault they can't offer proper customer service in their service center.I spoke to a *************** who claimed to be a manager: although I could not verify this, and I saw his name being used in reviews as a service advisor and not a manager. And he booked me for the next day. So I can waste another day of my precious time to fight hordes to holiday traffic to make a appointment that should have bee done in the first place.There is no reason that on a Monday at 3pm there should be no employees available to assist customers on the service floor. This is quite frankly a completely unacceptable level of service to expect for ANY customer facing business.I would like to at a minimum get the equivalent level of customer service you would get from any ********* restaurant.You need to get your house in order

  Business response

  11/29/2022

  Customer had an appointment to come back today at 3pm - He was a no show. 

  We are reaching out to customer to see if he would like to reschedule his appointment. 

  We will update case again once we hear back from customer. 

  Customer response

  11/29/2022

   
  Complaint: 18473554
  
  I am rejecting this response because:
  

  My clearly and concisely expressed concern about inadequate staffing has not been addressed

  My desired resolution which was plainly written and should be easily understood simply was not addressed

  If my desired resolution is not clear or you have difficulty understanding: please feel free to ask questions

  No where within my desired resolution did I express or in anyway indicate that a followup appointment was desired.

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

  Business response

  11/29/2022

  In addressing ************** concerns, staffing was adequate at the time of his arrival. We reviewed the footage of our security cameras to find out what happened during the hour ************** said he was waiting for service (footage available if needed). ************** arrived in our service drive at 2:52:55pm and walked in the service write up area at 2:55:29pm. There were 3 service advisors present at the time. Two were with customers and the other was on the phone. One advisor went on the drive with his customer and the other walked to the lounge with his customer, while the third one was still on the phone. ************** walked out of the service write up area at 2:56:45pm (1 minute and 16 seconds from when he walked in) and proceeded to get in his vehicle, where he sat until 3:00:28pm then drove off. ************** total time in our service department was 7 minutes and 33 seconds; and while we try to give our customers exceptional service, the average write-up time is approximately 10-15 minutes per customer. As ************** stated, ********** called him the same day and set a new appointment for today at 3pm and told ********** to be waiting on the service drive at 2:55pm. He stated to ********** that our lack of customer service falls on management and ********** accepted responsibility even though the visit did not go as ************** stated. If ************** had no intentions of wanting an appointment, why did he set one and asked the manager to be waiting for him 5 minutes prior as we did. Today two follow up messages were left; one by ********** and one by ********** with no response from **************. We feel as a dealership we have done everything to take care of ************** to this point and would be glad to assist him with his service if he wishes. 

  Customer response

  11/29/2022

   
  Complaint: 18473554
  
  I am rejecting this response because:
  

  This business is straight lying about what happened.

  I categorically reject this response.

  Simply my word against theres.

  Even if they were truthful which they are not: this outlines that this customer has no desire or will to properly address customer concerns.

  Calling the customer a lier is a low tactic used to deflect responsibility for the situation.

  I will be following up with my attorney for libel and slander.

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

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Toyota 86 TRD, I am now having engine issues when the mileage on the car isn't even 25K. I took it to the dealership as the car has warranty and was told by the dealership will submit info to warranty, and provided me with a loaner vehicle that I was not allowed to pass state lines with. I moved to GA however I have shared custody of my kids that reside in FL. I have not been able to see them for over a month because I am not able to pass state lines with the loaner vehicle. I received a call yesterday advising my car will not be covered due to missing 2 oil change receipts. They also stated the filter says 2019 which makes no sense since in January of 2021 there is maintenance records that Toyota did the oil and filter change. Aside from the we did the oil changes because Toyota kept rescheduling our appointments. The service man that called me said he tested the oil in the lab and could tell the oil was good and had been changed but because I do not have a receipt I am stuck with a brand new car with a bad engine! I want the car fixed, a loner vehicle that allow me to be able to travel across state lines. This is ridiculous and I will contact the news and get a lawyer if not resolved.

  Business response

  08/19/2022

  As a dealership, AutoNation Toyota Mall of GA, has followed all the guidelines/policies & procedures established by Toyota corporate regarding ************************ case. We have to adhere and follow with Toyota's warranty guidelines for all warranty claims and they are the only ones that make the decision to approve or deny a warranty claim. We have escalated this case to Toyota Technical and they rejected any warranty coverage for the vehicle unless proof of the oil changes is provided. The customer is missing records of 2 oil changes with the current oil filter dated on the 13th week of 2019. 

  The customer has also reached out to ********************** corporate regarding this issue and they contacted our to our District Manager, Fixed Operations, *****************************; She agreed with our diagnostic and rejected the claim as well.

  
  We have gone through all the logistics needed to assist ********************, but unfortunately, without the proper documentation that proves that his vehicle has had regular maintenance (oil changes), Toyota will not cover the repairs under warranty. Our service manager has spoken to the customer and reiterated to him that we can not override Toyotas warranty policies nor change the claim status. However, we would be more than glad to reach back out to Toyota once he can obtain the documentation needed to proof that service has been performed to his vehicle. 

  
  

  Customer response

  08/19/2022

   
  Complaint: 17733147
  
  I am rejecting this response because: We were told by service that they can see that the oil has been changed as a oil sample was sent to a lab the car is a 2019 the last time it was at the dealership was January 2021 so you are telling me a 2019 filter is in the car, could have easily been old stock. Not even a Goodwill offer was given. This is completely not acceptable the car has been maintained other than this issue we are having the car is in pristine condition. We are stuck with a brand new car with a little over 24K miles that has a damaged motor. This is complete insanity. We will be seeking legal counsel if this is not rectified. 
  
  Sincerely,
  
  *****************************

  Business response

  08/30/2022

  Good afternoon, 

  We are attaching the email thread of our communication with Toyota regarding this warranty claim and their response. As a dealership, we cannot override Toyota's decision of this case. 

   

  From: *************************** (TMS)
  Sent: Friday, August 19, 2022 3:40 PM
  To: ****************** <********************************>
  Subject: FW: *****/***************************** *****************; 
  
  PROTECTED ?????
  
  Please see documented thread from **** and ************* 
  
  Best regards, 
  
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North *******  
  Tel: ************
  ****************************************************** 
  
  
  
  
  From: *************************** (TMS) 
  Sent: Monday, August 15, 2022 3:38 PM
  To: ***************************** ; ***************** (SET)
  Subject: RE: *****/***************************** *****************; 
  
  PROTECTED ?????
  
  Hello, 
  
  Thank you for the confirmation. I will reiterate this to the guest. 
  
  Best regards, 
  
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North *******  
  Tel: ************
  ****************************************************** 
  
  
  
  
  From: *****************************  
  Sent: Monday, August 15, 2022 3:28 PM
  To: ***************** (SET) ; *************************** (TMS)
  Subject: [EXTERNAL] Re: *****/***************************** *****************; 
  
  Yes receipts need to be verifiable.
  
  Thanks
  
  Get Outlook for iOS
  ________________________________________
  From: *****************
  Sent: Monday, August 15, 2022 2:35:08 PM
  To: *************************** (TMS) ; **************************;
  Subject: Re: *****/***************************** *****************; 
   
  ******, 
  
  In order for Toyota's warranty to cover the claim the customer needs to show proof that the vehicle was serviced.  Based on *** the last time the vehicle had an oil change was 01/27/21 at ***** miles, with that said the next oil change was scheduled for ****** miles or 9/15/21 but during the visit of 10/18/21 the customer declined the oil changed. 
  
  So, from the last oil change recorded 01/27/21 @ ***** miles to today. The customer needs to show proof of at least 2 oil changes by mileage & time. 
  
  @***************************** are you ok with this? attached you will find the *** and CarFax in case you want to review it. 
  
  Thank you, 
  
  *****************
  
  Customer Experience Specialist 
  Southeast Toyota Distributors, LLC.
  100 ************************************
  ***************, ** 33442 
  Office: **************
  
   
   
  
  
  
  
  
  
  
  ________________________________________
  From: *************************** (TMS) <******************************************************>
  Sent: Monday, August 15, 2022 2:07 PM
  To: *****************
  Subject: *****/***************************** *****************; 
   
  PROTECTED ?????
  
  Good afternoon ****, 
   
  I wanted to reach out regarding guests by the name of *****/***************************** with a 2019 Toy 86 with ****** miles on it. The engine has a rod bearing noise that needs replacement as a remedy. However, dealer is declining service unless guest can prove they had their last two oil changes completed. The only oil change is currently reflecting on the *** is ***** miles completed on 1/26/21. 
   
  The guest did claim to have the oil changed completed at ****** miles but the husband changed it and it is currently due for the oil change. They stated they bought the oil and filter from a ******* 6 hours away and did not keep the receipt and do not have a way to travel to go request a copy of the receipt. 
   
  The Service Manager ***** did advise of TAS case # TA222070288 and advised the guest needed to provide proof of oil change services before proceeding. Is there anything else we can do prior to declining the guest service or is this the only option we can provide? 
   
  Best regards, 
   
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North America  
  Tel: ************
  ****************************************************** 
   
   
  This e-mail transmission contains information intended only for the use of the recipient(s) named above. Further, it contains information that *** be privileged and confidential. If you are not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message (including any attachments) is strictly prohibited. If you have received this e-mail in error, please notify the sender by reply e-mail and then delete this message from your mail system. Thank you for your compliance. 
  
  

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021 I purchased a Camry I spoke with finance manager and told him we didnt need this added stuff such as tire replacement ******** the finance manager calls the salesma, he comes in tells ******** to take the payment from his paycheck to keep the deal a few weeks passed and we noticed we were charged 599 for the service, Ive called ******** multiple times left messages he hasnt respond to any calls

  Business response

  04/14/2022

  CRM spoke with customer. Items mentioned in complaint are warranties.  We have offered to cancel the dent protection and tire and wheel protection and since warranties are prorated and we cannot back date cancellation, we will cut customer a separate check for the difference.

  Warranty cancellation checks will be sent to the lien holder directly and applies to the principal of the loan. See breakdown below - 

  Tire & wheel paid $270 / cancel quote $210
  Dent protection paid $509 / cancel quote $395.22
  Total difference $173.78 check from dealer 
  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I traded my 2018 for a 2010 **** F150 Platinum 4x4. The very next day the check engine light came on so i took truck to mechanic shop. Upon scanning truck, I needed an O2 ******* **** 1 Sensor 1. The window switches work intermittenly, and there is an exhaust leak. Autonation Mall Of Georgia, gave me a loaner truck while supposed repairs were being done. They held my truck for 2 weeks. I have requested a refund on numerous occassions. Autonation delivered my truck to me this past friday and now it is leaking fluid. I let the manager know that I would like to speak to the Owner and that I would like to unravel the deal. He (the manager) became rather upset and aggressively asserted that he was the manager and was the owner and said that no you have to take the truck back. I also requested the Service Records from repairs performed for my records and the manager told me that it is in their system and that I cant get the printout. I would like refund from purchase and they can repossess their *********** will take my business elsewhere. Thank You and God Bless

  Business response

  04/12/2022

  Good afternoon, 

  This vehicle was  purchased at AutoNation ******* Mall of Georgia, not AutoNation Toyota Mall of Georgia. 

  Customer relations manager at ********************** reached out to customer via phone (left message) and send email letting him know that the complaint was filed against the wrong dealership and that i would be forwarding his information to the general manager at the ******* store so they can assist him. 

  Please remove complaint from our profile. 

  Best regards. 

*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. ↩