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:12/03/2024

  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.

  I gave my car to Atlanta Toyota service center on October 28th 2024 with transmission issue and my service advisor was *******. I clearly told to advisor that my warranty expires on November 11, 2024 to being with warranty claim. To identify the problem they took 29 days, advisor did not reply to messages or calls, she only attend, when walked in into dealership. On 26th November they said new transmission is required, I asked for the filed warranty claim, they were making excuses as they didn't file claim in the warranty time frame and are asking to pay out of pocket. I had contacted the Toyota warranty team on 12/2/2024 and they looked into the case and tried to check with their manager to open the claim, they tried, but said nothing can be done as warranty window is closed. If dealership filed in time frame, they would have help with the claim. My car has around ***** miles in about 4 years 10 months. Service advisor was lying about the actions which they took, stating Toyota warranty person often comes to dealership and when discussed they denied. When I checked this with Toyota Warranty team, they said, there is no such person. I want the expenses to be born by dealership as they missed to file the claim in time. When contacted the dealership manager, he assigned a customer relationship manager and he was also asking me to bear expenses out of pocket. I request your help in this regard, and I want the dealership to fix the car and bear all expenses.

  

  Business Response

  Date: 12/10/2024

  First the facts of the cause for the transmission failure: The vehicle was towed in on 10/28, it was undrivable and the engine would not start.  There was major damage to the undercarriage and specifically to the transmission component. All of the transmission fluid had leaked out, the engine and transmission were frozen.  The owner was unaware of the extent of the damage at that time, due to a 3rd party driving it when the impairment occurred.  The owner asked us to file an extended service claim, but after careful review, and obviously outside influence being the cause, we determined there was no service claim to be filed.The condition wasnt due to parts failure, it was caused by an accident, which was not taken care of immediately and caused all the fluid to leak out and the transmission to fail.  We have sent pictures of the evidence to the owner and have discussed this situation with him via the phone numerous times. We have requested that he come in to actually view the damage himself. He has refused to do so.
  
  The customers claim that ********************** said the issue was now out of date is categorically not true.  The issue was documented on 10/29 and if was a coverable failure, it would still be valid,the last day for expiration was 11/13/24. The reason it is not binding; Is it is clearly caused by outside influence, not defective component failure.
  
  In speaking with Toyota, they deny that they said the window was closed, because a case was never opened: Reason: The dealership decides whether to pursue a service claim and then, and only then, does Toyota get involved.  They do not call a customer, nor start a claim.  Again, if it was determined that the transmission failure was caused by faulty components, we would file a claim and the effective date would be 10/29, this was not the case, it was due to an accident and the evidence proves it.
  
  It should be noted that this is the first service visit to this location since purchasing the vehicle from us 5 years ago. If the customer would like to take the car to get a second opinion at his usual Toyota dealership, we are not opposed to that. We also would welcome him to come in to view the damage and work with us on a resolution:  But for us to bear all costs is not a solution we will agree to.
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22634025
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* H *****

   

  On the day I towed the car on 10/28/2014, I clearly made service advisor - ******* understand while handing over the vehicle, and told the scenario we had went through of hearing voice from below gear shift. She agreed to it and even said, she will help with claim and also the contact number of claim department to talk with them. ******* provided us with her ******al number ************ for communication and said, she would get back to us. 
  
  My car would come under Powertrain coverage and Rust-Through coverage as rust leakage can be seen on the transmission. Transmission where there is a crack, there is no single scratch whereas Atlanta Toyota label it as an accident even after hearing the facts from owner. Metal fatigue can be clearly seen across the area. 
  
  Service advisor - ******* didn't got to checked car with mechanic until we walked in on 11/11/2024 and neither ******* responded to any communication on dealership line nor on her contact number she provided, either through call or text. I'm attaching pictures of when the service advisor - ******* had sent picture only when we walked into the service center and met at her desk after making multiple attempts to reach her over phone. However, as the dealership is stating in their reply on BBB that based on their determination effective date would be 10/29/2024 when they file claim with Toyota, this is a lie. I had a chance to speak with manager - **** ******, and He was openly supporting the work and lies of *******, thanks to this platform, their lies got documented with attached communication proof with Azmeena's ****** number ************ where she responded with pictures on 11/11/2024, their first response after giving car on 10/28/2024.
  
  Service advisor - ******* on 11/11/2024 after we walked-in, wanted to check the car with more detailed inspected and got signed document with charges of around $590 something. After November 11th, again ******* did not responded to any contact either through call or text(See attached pictures of proof of attempting to reach her). It is on the 11/26/2024, when ******* told that transmission replacement is required in ****** after we walked-in. When I asked about her claim with Toyota warranty, she told me that she will send it through text with Toyota customer care number, however, once I disconnected the call I didn't receive the message. ******* also provided untrue information that she had talked to Toyota warranty claim ****** who visit dealership regularly, she was making excuses with claim details and toyota warranty department contact details.
  
  I was on regular call on speaker with ******* everytime my cousin visited service center. ******* asked me, who was driving the car before ending the call, and I said my cousin who walked in was. Cousin is an elderly ******, ******* along with sales ****** - ***** somehow made him convince to go with finance. This is where ******* completed acted opposite, as to what she assured to provide me with claim she filed. As the warranty window is closed and they started with tactics to make customer pay for their negligence. 
  
  Approximately they took 30 days to arrive at a decision that transmission is bad, until then 60 months warranty period has been closed. I had ******ally talked to Toyota *********************** who deals with warranty claims on 12/2/2024, and they very clearly stating that they would have honour the claim if filed in time and dealership will not have access to raise a claim after the window is closed. I had also enquired Toyota warranty claim associate, regarding Toyota warranty ****** who visit dealership very often as said by service advisor - *******, Toyota *********************** said, there is no such ******.
  
  I have clearly described in my ****** review on their business page stating that, for better service I had come to Atlanta Toyota as I have bought the car from here. It doesn't matter whether I come to this dealership first time after purchasing the car, and it will not matter who was driving the car.
  
  I had escalated the issue I have with ****** review, where I got to talk with Customer Relation Manager - ***** ***** and manager - **** ****** and both were not ready to help and were giving excuses and even **** ****** asked me to take the vehicle to other dealership for inspection as stated in the BBB response. Only after writing grievance review on their ****** page I had talk to the dealership which they are saying, they talked with me multiple times. And NOT between 10/28/2024 and 11/26/2024.
  
  I challenge the dealership to open claim with Toyota claim department now and give the reason I described and let them decide on the outcome. When I spoke with Toyota *********************** on 12/2/2024 they even one step ahead and tried to reach their manager and open a claim after hearing what service center said and clearly said, the warranty has expired and they are not able to open claim. And even said dealership won't be able to do it as they won't have access as 60 months period is over and warranty has expired.
  
  The dealership is describing this is my first visit, 3rd ****** was driving car, I have declined to visit in ****** and even to take the vehicle to other dealership for second inspection. All these responses does not make any sense, once the car is out of the dealership, they are free from the negligence they did. Customer/Owner of the car is ultimately responsible to get it repaired. Are we discussing, this matter on round table in a room, between BBB, **** ****** and myself (owner of the car), everything is electronic and getting documented. 
  
  I am one ******, there might be other who are facing these kind of situation with Atlanta Toyota dealership. I request BBB to involve the owner - Penske as their might be more Georgians getting financed to get their repair done, due to dealership negligence, and it can also be seen clearly on their ****** page and BBB complaints. Dealership and service advisor - ******* have to be made to cover repair charges, and I need my car to be repaired as it is 46th day since I gave my car to Atlanta Toyota Dealership.

  

  Business Response

  Date: 12/17/2024

  We have made our stance/investigation quite clear: This damage was clearly due to outside influence, not parts failure. It is not covered under the service agreement. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22634025
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* H *****

  I have attached proof of carrier calls and messages where it is clear, service advisor wasn't attentive to the repair, service advisor only attended the car upon walked in by us. So, this becomse Atlanta Toyotas fault, and you have to cover the repair.
  
  I had also requested **** ****** to send me the quotation of repair where they have arrived for replacement of transmission after 30 days, I have not received it unil now along with the document which we signed on 10/28/2024 and 11/13/2024 for repair charges of about $110 and $590 something.

• Initial Complaint

  Date:07/21/2024

  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 July 20, 2024, My wife went to pick up parts at Atlanta Toyota parts department. Two male employees, ************ and ****** verbally attacked my wife and the black one name ****** physically attacked my wife. He got out of his seat and charged toward my wife and attempted to ****** the parts out of her hand and he made vulgar remarks to her. This is not a man that did this to my wife. I am beyond upset about these cowards attacking my wife. We have done business with Toyota for over 40 years.

  

  Business Response

  Date: 07/25/2024

  We have contacted the customer, discussed and listened to her concerns. 

• Initial Complaint

  Date:03/18/2024

  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.

  Had $2200 worth of work done by Atlanta Toyota. Many items, check brakes, replace water pump, replace control arm, oil change, wheel alignment etc. Picket it up that evening. Next day on trip from ************* to Winder, incredible high pitch noise. Had to pay to get vehicle towed back to dealer for service. They found it was due to a non fastened caliper plate which fell down and hit the drive shaft. Though I was reimbursed for the towing, I found later on the service order once I got home, that instead of replacing the plate with a new one ($32.00) they simply rebent it outward and forced it into place. I bought the vehicle new from them and have it it serviced there continually. This is NOT acceptable. They needed to replace it with a new part. I tried contacting and providing feedback to the dealership via text on 5 occasions. It then became obvious it was an automated AI response and no human ever picked it up.I just want them to replace the part with a new one instead of a rigged bending of the old part since it was due to their negligence.Though the service advisors are great, the mechanics are not so much anymore.

  

  Business Response

  Date: 03/22/2024

  Thank you, **************, for working with us to resolve your concerns.  We value you as a customer, appreciate you and are grateful for your business. 

  Again:  Thank you for your time, courtesy and professionalism in helping us come to a resolution of these matters.

  We hope to continue our relationship long into the future.

• Initial Complaint

  Date:01/12/2024

  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 purchased a new car **** RAV4 in 12/9/2023 .After some issues with refund with the dealer because my trade in value was more than what I owed . Long story short I went to the flash drive they gave me and realized that I was charged with a $ ******* car protection that I didnt know anything about it.i went to the dealership on 1/9/**** to cancel the service I got a spin around that they can not cancel the service .I spoke to one of their employees service manager ***** about it he said he cant it I asked him for the phone number of service company he gave me a phone number for someone that work for Toyota and she said yes you can not cancel the service. I called the service company which is Flex Protection they told the dealer needs to cancel it because they cant cancel on their end . I have an email for the Flex protect stated that the dealer need to cancel it not them. I am just seeking for my refund before I take any other action necessary.

  

  Business Response

  Date: 01/19/2024

  We have done all we can to appease this customer.  His claim of not knowing anything about what he signed for is absolutely not true. He signed 3 different documents indicating that he approved of the products, and all were explained before signing. We reimbursed him for paint protection in an attempt to placate him. We re-did his contract after a month to accomplish this and have explained over and over to him that once Flex Protection is activated it cannot be de-activated. We allotted more for his trade than his car was worth and did all we could to get him approved. 

  His claim that we gave him a Toyota number to call to discuss the cancellation of Flex protect is utterly false:  He very rudely called the Flex Rep at 11:00 p.m. and woke her up to discuss his situation, she also told him that her companies policy is: No cancellation after activation: Flex Protect, when purchased is activated within ***** hours. It is a stolen vehicle prevention/tracking product that notifies the customer if his vehicle is being tampered with and allows the customer to personally track the vehicle, also, if stolen and notified, Flex Protect can track the vehicle for the police and the customer. We clearly state its benefits to the customer and remind them that it cannot be cancelled once purchased and activated. This product, when agreed upon, is clearly notated on his pre-sale J-screen, his pre-finance paperwork and his final finance paperwork, where the finance manager again makes sure the customer understands all purchases before signing. There are no hidden surprises in the flash drive, it contains exactly what he signed for, nothing more and nothing less.

  The customer is basically asking us to pay for this product that he authorized and then can use free.  We have worked with him and appeased him as much as we can. We appreciate his business and have accommodated him to the nth degree. Our opinion is that he now attempting take advantage of us.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21135840
  
  I am rejecting this response because:
  I didnt get any info on the product than its an app that can help you locate your car when you park anywhere by the finance personnel. The sale person either didnt tell me any about cost of the product I even told him I didnt need any extra expenses than the cost of the car. They say they have explained to me everything before I signed that is absolutely a lie, I would like to know who did that. 
  Toyota mentioned that they help me buy the car I would like to how that did happen because I have a credit score above 700 and that is 4th vehicle I have financed through Toyota financial what they said that was a lie, 

   I have email from FlexProtect after I contacted them and, on that email FlexProtect mentioned that the dealership need to make the request to cancel FlexProtect cannot cancel it itself.Also I was reading the term of FlexProtect their is nothing that mention their is no cancellation after signing anything.

   My question is what is wrong with Toyota personal at pleasant Hill in ****** that is refuses to cancel any request by any customer to cancelled a product after purchased . That is the first time I have this problem. 
   Toyota of ****** is the one that is hold up the cancellation not the ******************* for their benefits.

   Finally I want the money I was forced to pay unknowingly for the flex product to go back to the Toyota financial company.

    Thank you
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/05/2024

  ******************,

  You signed 2 authorizations for this product:  Once in the sales area and again in finance. So please discontinue accusing of us lying and/or forcing you to buy any product.  Per your email, the finance person discussed the app and explained that it helps you find your car, it can also be tracked by the police if/when the car is stolen etc., it has a lot of great features, so if you need help understanding the app, we will be glad to go over it again with you. Actually, I would highly recommend you come in so we can give you a second tutorial on it.  

  Your also ordered two other products, for a total of 3. We completed 2 of those: Flex and Tint: You wanted the other one cancelled and we did so because we hadn't completed the paint protection yet.  Then we redid your contract for you, so as to remove whatever finances were associated with the protection, if at that time we could have canceled flex, we would have.  We have treated you more than fair. We do not force people to buy anything including the vehicle and if we can help you, or any customer after the purchase, we are more than happy to do so, which is why we assisted you when you first came back 2/3 weeks later.  You claim we gave you a Toyota number to call to cancel the flex, that is not true, we gave you the cell number to our flex representative, whom you called at 11:00 at night, woke her up etc., she also told you it is un-cancellable upon being activated. Our agreement with Flex is that there is no cancellation upon activation, and we activate upon purchase of the product. You bought the vehicle on 12/9 and we activated it on 12/9, we activate immediately in case a vehicle would attempt to be stolen. 

  To answer your question:  There is nothing wrong with Atlanta Toyota. We sell more vehicles than any other dealership in Georgia, have been #1 for 10 straight years, regardless of make. We do all we can for our customers, for you we cancelled all the products we could, we gave you a rebate of $1,000 and we re-did your contract for you. We have treated you fairly and have been hones with you.  Please quit the accusations and again, if you need help understanding the app, come see us. To summarize: We cancelled all the products we could, and we do not/cannot cancel flex after activation, for you or any customer.

  We appreciate your business and will be glad to assist in any other concerns you may have.  We always do what we can for our customers and when we can't help, we are honest and upfront with them, telling them we cannot.

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21135840
  
  I am rejecting this response because: I have contacted the provider of the so call Flex protection and I have attached a copy of their answer about cancellation. Like I said before I do want my money to be returned because Toyota is making money out of customers. I am realling to reconsider everything as long I can get a copy of the check of the money paid to the third party after all that is my money that was spent on it.Also I heard that you have redoing my contract to change thing for me , I didnt get any email or copy of the new contract therefore I would like to have a copy of that contract either my mail or email please. 
    Once again as long as you can prove to me by sending a copy of the full payment that I paid for Flex protect I will be fine with that. There will be no more complaints about that matter .

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

• Initial Complaint

  Date:12/21/2023

  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.

  05/2023-Purchased a 2020 Toyota Highlander XLE 06/2023-1st service (Atlanta Toyota): alarm going off randomly at work and in my garage, rear seat not letting down, electrical system turning off on its own while driving. 07/2023-2nd service (Atlanta Toyota): Trunk not reading as locked on the dash board, hole in the brake line, electrical system turning off on its own while driving. 11/28/2023-3rd Service(Autonation Toyota) : electrical system turning off on its own, dashboard lightening up while on vacation saying i had no brakes, rear seat not letting down, Service ********** 12/1/2023-Reached out to Toyota Brand Engagement and they was able to see all the services, the codes from the black box, and the repairs-Ref# ************. 12/8/2023- We started the lemon law process. Case#************ which is a 30day process 12/11/2023-****** called asking me to return loaner, stating no repairs was made, statedMy manager says you need to take it back to Atlanta Toyota Contacted Toyota Brand Engagement 12/20/2023-An inspector went to looked at the car. 12/20/2023-i receive a call from ****** telling me to return the loaner, That my car is safe to drive. But if they didnt make any repairs how is it safe. He further stated that the inspector told him that he could not discuss the report with him 12/21/23-Contacted Toyota Brand Engagement and was 1. Told that if the dealership wants the loaner back there is nothing they can do and 2. If I feel the car is unsafe then i shouldnt drive it. And i expressed that i dont own another carthere is no other way for me and 4 kids to get around safely if i drive a car i can trust.

  

  Business Response

  Date: 12/28/2023

  While we are sincerely concerned about this customers situation, there is really nothing we can do and should not be the dealership being marred by this complaint. 

  We did do the service work associated with the original electrical problems but have not heard from the customer since the repairs were done, back in July, 4-5 months ago.  This is our first notification that anything else has/had gone awry.  That being said, had the customer brought the vehicle back to us when these circumstances occurred, we would have been more than happy to help. 

  There are a number of reasons it is out of our control at this point:

  1.  When the customer files a lemon law in the ****************, it becomes a matter of the state and the manufacturer, in this case, Toyota. The dealership is taken out of the equation and may only facilitate.

  2.  The dealership in possession of the vehicle, in this case Autonation Toyota, is the dedicated facilitator, not Atlanta Toyota.  We are not associated with Autonation. They are a completely separate company.

  3.  ************************* Law is very specific in the process that needs to be followed by both the customer and the brand:  Hence ********************** Brand Managment sending out an Inspector. The dealership, facilitator, has no further say in negotiations and may only follow state and brand instructions. 

  4. Because of the on -going lemon law process and Autonation Toyota being the designated facilitator, we cannot presently help in any way.

  5. Atlanta Toyota is not even able to review the cause, as Autonation cannot close out the repair order until advised to do so. 

  Again, we are grieved by the issues the customer is having and we do wish the customer would have brought the vehicle to our dealership.  We always do all we can for our customers and always will, in this case our ignorance of the situation causes us not to be able to do so at this time.  If anything changes, we will of course do all we can for them.

• Initial Complaint

  Date:06/09/2023

  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.

  I purchased a 2022 certified pre-owned vehicle. The vehicle was sold as not having damage or accidents on the vehicle history. During the sales process, I was promised that visible damage to the body of the vehicle would be repaired. I was also promised a new master key and a replacement of the front grill, which was visibly damaged. To their credit, they had the damage to the body repaired and a replacement master key programmed. My issue is that the grille wasn't replaced. I called multiple times before I picked the vehicle up on 6/7/23 to confirm that the grille was replaced and that an OEM part was installed. I finally spoke with the customer experience manager as I was driving to the dealership to get my car. I was told that it was replaced and that only OEM parts are installed on certified used vehicles. There was a paper on my dashboard when I left. It was a WE OWE that said that a bumper swap with another vehicle is owed. I called the salesman on 6/8 and was told that the WE OWE was left by the repairman in error and that the replacement was made. Salesman sent me pictures of a different color vehicle with different damage as proof that the grill/bumper was replaced. When I pointed out that that vehicle in the picture is a different color than my vehicle, I was told that the reflection of the clouds made it appear to be a different color. I checked the grill after work and saw that the damage is still present, which means that the WE OWE is correct. I feel that I was deliberately misled and cheated.

  

  Business Response

  Date: 06/19/2023

  The customer absolutely was not misled, nor cheated.  The We-Owe for swapping out the grille is the paperwork that authorizes the repairman to replace the part. It can also be given to the customer showing that we do in fact owe the customer the repair and have agreed to do the listed item(s), that is all it is in it's entirety.  To say the grille was not replaced because the We-Owe was left in the vehicle is baseless.  The customer can be assured that the grille was changed out, not repaired or restored, but replaced and it was replaced with OEM parts.  We do not use 3rd party grille accessories

  The confusion from this end is this: The customer was shown the vehicle, and a complete walk-around was completed twice, by her and the **** She did a very thorough inspection. Per our standards: The keys were not given to her until she approved of all repairs. The customer only complained after the fact, when she found the We-Owe that was inadvertently left in the vehicle. Again, she can be assured the grille was swapped out and it is EOM.

  We appreciate the customer, her business and obviously she has an open invitation to stop by anytime during business hours to discuss her concern.

  We have asked the customer, via phone, to come in so that we can inspect and go over everything with her again. To date, she has been unable to do so.

  
  

  Customer Answer

  Date: 06/19/2023

  The grille still has the original marks/damage that I pointed out when I inspected the vehicle, which I have explained to the salesman. Besides the visible marks on the grille, I question whether the repairman had time to install it before I was due to pick the vehicle up on June 6th. On that date, I spoke to the salesman after 4 PM and he told me that the grille hadn't been replaced yet and that he hadn't been able to contact the vendor. The salesman called me at 6:09 and told me that the vehicle was ready. It was time for him to leave for the day. I don't think that he realized that the grille hadn't been replaced and a WE OWE was left on the dash. When I told him about it, he told me that the grille of a 2023 vehicle was swapped with mine. He also sent a picture of a silver car to prove that it was changed. My car is black.On June 10, 2023, I received a text from the salesman advising me that the customer service manager would call me on June 12th. I haven't been contacted. I live an hour from the dealership and my work schedule prevents me from arriving before management leaves for the day. I haven't been offered an alternate meeting time. I'm off on weekends and can visit the dealership then but management doesn't work on weekends. It's my understanding that there are cameras inside the shop. I'd like to see the video of my grille be changed and an explanation of why there are marks on the new"new" grille. Additionally, based on my research, the grille of the 2023 model of my vehicle was redesigned and it doesn't look like the 2022 model grille. I'm not saying that the salesman was rude or anything. He,was pleasant. I also like the dealership. This is the third vehicle that I've purchased there. The first was in **** or ****. The grille situation has made me feel bad and I can't stop thinking about it. Plus, the damage on the grille is visible. I want what I was promised. 

   

  

  Business Response

  Date: 06/23/2023

  Without going into great detail. We have worked with the customer to come up with an agreeable solution. We appreciate the customer, her business and her loyalty to **********************.  We look forward to taking care of all her future sales/service needs.

• Initial Complaint

  Date:05/14/2023

  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.

  They made up some lie about how you have to register all new cars sold in atanta to be registered there. Theres not a single law in amarica that says an out of state resident cant buy a car in another state and register it in there home state. And now i have to be the second owner of my new car. They also charged me $10k for a ppf clear plastic coat that was never done and refuse todo anything about it. I really thing i should do a lawsuit

  

  Business Response

  Date: 05/17/2023

  The customer was apprised of everything upfront.  We never said it was against the law to sell a car out of state:. He chose to have his aunt, who lives in *******, put money down to hold the car. He then came in from ********, and with her in attendance, they bought the car using her ******* DL.  Thus we put her as the main title owner, he as the secondary, and as policy, registered the car in *******.  He was fine with that.  Again, everything was upfront. He has now taken the vehicle and the title to ********. That is between him, his aunt and the *****************.  He, as he stated, is an experienced car collector, wanted the car and loves the vehicle. He knew, as an expert of fine autos, that if he wanted to re-register it in ********, the registration and taxes would be his responsibility and his only. 

  We had PPF, (paint protection film), put on the car, they wanted it taken off. We took it off, at our cost, and added the more expensive Ceramic Mat Coating on the paint and wheels. Per their demand.

  The customer's attorney has discussed this transaction with me on a number of occasions. Again, we were upfront with the customer during the entire agreement process. 

   

  
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20056878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  they admit theres no law that makes you have to register to georgia. I could of used my drivers license. Also as far as the ppf i asked them not to put it on before it even arrived at the dealership and the main manager said i didnt have to have it. Its not my fault they decided to put it on and take it off after. Thats lunacy

  

  Business Response

  Date: 06/02/2023

  We will stand by our original answer: He is, according to him, an experienced car collector. No one forced him to buy the car. If he didn't want it, he did not have to buy it. We were upfront with everything..Thank You.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20056878
  
  I am rejecting this response because: shady dealership makes you register it in ******* for no reason and wont let you put your name on the title if you dont have a georgia license just so you can be the second owner of your new car. I called plenty of time to try and correct this but they just kept saying its illegal not to register to georgia. Witch is not true in the slightest. Also they put on a full car clear wrap just to take it off and charge you for it. Then say its your fault just glad they didnt mess up the paint to much
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/22/2023

  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.

  Atlanta Toyota- ***************************************************************************. I have been taking my car to this Toyota dealership, and trusted they would assist me with my car. However, I was NOT being told everything that needs to be fixed on this car. I always get my regular maintenance done on the car, and an inspection each visit. However, I WAS NEVER INFORMED that my AXLE is messed up on my car in which I have went to another Toyota on Saturday, February 18th who told me it is leaking out grease, and needs to be replaced asap or I will be on the side of the road if not repaired. Toyota in ****** will be writing me a check since you all failed to tell the customer. I am VERY UPSET as I trusted my service advisor *****, and his team to check out my car fully. I thought they had my back here, but they did not. I was ALSO TOLD my drive belt is beginning to split and needs to be replaced as soon as possible as well. Keep in mind I HAVE BEEN TO THIS TOYOTA less than 3 months ago and wasn't told any of these things. I am very upset about the things that are needing replacement and the mechanic at another Toyota directed me and SHOWED ME everything that was wrong. I was also told that my ac is making weird noises when I informed this toyota of my issue in which I noticed months back of a squealy noise i was told it was the blower motor fan. I replaced the blower motor fan at another shop just to be told my issue is not fixed. This toyota is BAD WITH COMMUNICATING WHAT IS WRONG WITH YOUR CAR. I want ALL OF MY MONEY BACK, AND A CHECK WRITTEN TO ME SO I CAN GET THESE REPAIRS TAKEN CARE OF. YOU ALL FAILED TO PROPERLY INSPECT MY CAR. I have been calling this Toyota and no one has gotten back to me even my advisor. I AM DONE WITH THIS TOYOTA, AND EVERYONE HERE. I WANT ALL OF MY MONEY BACK FROM THIS PLACE ASAP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I WANT THE **** FOR A RENTAL CAR, AND THE MONEY TO GET MY CAR FIXED AS SOON AS POSSIBLE. I WILL BE GOING UP THE ***** WITH THIS COMPLAINT.

  

  Business Response

  Date: 03/02/2023

  We appreciated the customer taking the time and courtesy to speak with us via phone and in person. While we feel he was very mislead by another dealership, we addressed his concerns, gave him a loaner and worked out a satisfactory solution for all. The customer has assured us he is very happy with the outcome and stated he will continue to be a long-term customer of ours.

  Again, he is a valued customer and we are pleased that he worked with us to come up with a viable solution.

  Customer Answer

  Date: 03/02/2023

   
  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. Thank you to *****, and ***** for working with me as I am very satisfied with my results. The car rides smoother, and I am very thankful they took the time to CARE, and gave me a loaner while they had my car for a few days to THROUGHLY look over my car. Upon picking up my car after repairs was completed on February 28th, 2023 I met with *****, and ***** whom went over everything with me and pointed out all of my concerns and what they did to fix the issue. As promised, I will be returning to this dealership to ONLY WORK WITH THEM. Not many places will tend to a customer complaint, and issue leaving you just with 1,000's to pay out of pocket. I will be back soon! Thank you again, and take care. No more issues. 
  
  Sincerely,
  
  Nicyel *******

• Initial Complaint

  Date:09/09/2022

  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.

  On June 28, I refinanced my car with another company. After refinancing and getting GAP with the other company, I called the Toyota ****************** to cancel GAP and the ****extended warranty I had never used. One of the representatives explained all the documents I needed to send, so I did. I called again in August because I did not get a refund or notification of cancellation for GAP and the warranty. The same agent told me they got all the documents they needed and that I needed to wait another month for them to process my request. I waited another month and never got the refund, so I called again. They told me they had not processed the cancellation after all this time because they did not get the information needed. I sent all the documents again via fax and email, and they are not given me a response. I tried to call five times, and nobody answered the phone. I understand that these requests take a long time to process, but it has been too long now. At this point, they are not even replying to my emails.

  

  Business Response

  Date: 09/09/2022

  Hi ******** it seems there was miscommunication. We were waiting for you to give us (paid in full letter) in order to process refund. It seems we have been emailing back forth within the last week, even today we had correspendence with you. I'm glad you spoke with one of our associates and we were able to process the cancelation for you. Please feel free to contact me if you have any other questions. Thanks

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18002540
  
  I am rejecting this response because:
  I have not received a refund yet.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/22/2022

  Refund is completed and the check mailed to her.  We have been in contact with the customer via text. We have sent her, via text, copies of the check with the explanation of the amount being pro-rated by the warranty companies.  We have done all we can for her at this point on this matter.  We appreciate her business and understanding..

• Initial Complaint

  Date:06/11/2022

  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.

  Our Toyota Corolla was taken to this dealership on 11/26/21 because my car had jerking/vibration. Diagnostic was done and we were informed that there is a misfire on ignition coil and it cost $321.54 to fix the issue, which included part and a 1 year warranty. Fast forward to 6/6/22, the vehicle started having the same symptoms again and was taken back to the dealership. This time around, dealership informed it was the other ignition coils involved and quoted me for around $450 to fix the issue. When the service was refused, they still charged $151.60 for diagnosis of the same exact issue. When we took the dealership to another mechanic, we were informed that the ignition coil that was replaced back in 11/26/21 was misfiring as well. Moreover, it was also obvious that they replaced the ignition coil with a cheap off market knock off brand likely from junk yard, because the brand name didn't match and the coil had rusting all over it. Tried calling the manager on 6/11/22 and he refused to do anything, argued with me and was rude and disrespectful. Worst of all, this car is being driven by my dad who is an elderly man, and Atlanta Toyota tried taking advantage of him because he is a senior citizen and he doesn't know about cars that much. Much like the people above complained of racism at this dealership, it's pretty obvious their business practices are quite unethical and predatory because they tried taking advantage of a senior citizen and tried upcharging their service and installed bad junk yard part inside the car while charging full price, thinking that nobody would notice. I would stay away from these people and be aware of their scams because they love preying on minorities and elderlies. I have pictures of the old defective junk yard part that they installed in my car and charged me for it twice.

  

  Business Response

  Date: 06/14/2022

  Let me begin by saying:  I sincerely apologize if you felt disrespected by by any of our employees via the phone and I will absolutely meet with all employees involved;  I also would like to extend a formal invitation for you to call me, or please come visit me. I would appreciate the opportunity to discuss all your concerns and I will do all I can for you.   

  According to our records, your father has visited us 17 times in the past 14 years.  We feel we took very good care of him during each and every visit and the service we provided is partly responsible for your vehicle lasting 14 years.  We hope to continue giving him the excellent service he expects and we are known for. 

  In checking into your current situation, I have found the following:  Your father's vehicle has 4 coils. In November of 2021 it showed a code of the #3 coil being bad.  We replaced it with Toyota Certified Parts, we are global brand, we don't use junk parts, nor would we ever even call a junk yard for any part.

  On 6/6/22 your father's vehicle showed a code of the #2 coil being bad, not the previous #3.  We do charge a diag fee, which we discuss with all customers and requires a signature before diagnosis can be started. Should the customer decide to do the service work here; this fee is waived. In this case, the service was declined, so yes we charged that amount. .

  We are the largest dealership, with the most diverse work force and clientele, in Georgia: We have been for 8 years running. Our employees, and our customers, range from senior citizens to 18 year old first time buyers. We do our best to treat all with fairness, dignity and integrity. We regret if you feel after 14 years, we failed you this time.  

  In closing, your father has been loyal to us, and we to him.  I again invite you to call me, or better yet, visit with me to discuss.

   

  Customer Answer

  Date: 06/14/2022

   
  Complaint: 17415131
  
  I am rejecting this response because: I already mentioned that this will only be resolved once I get a refund for the services that I paid for which was not done properly. Like I stated before, I have proof of the defective coil that was provided for the car by your dealership and that coil was defective as well this most recent time my vehicle was diagnosed and you still charged me for the diagnostic fee. There are several complaints against this business taking advantage of minorities and now elderlies. This is clearly predatory behavior and it's pretty disappointing that you guys think you can get away with this. 
  
  Sincerely,
  
  *****************************************