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:04/03/2025

  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 gave Cobb County Toyota a down payment of $11,000 for a Toyota Corolla 2024 with ****** miles on March 31, 2025. The total they were asking for was $29,000. I never drove off the lot with the car in my possession. I decided I was no longer interested in completing the purchase and went on April 1, 2025 to cancel the transaction. They stated they could not cancel the transaction and were very hostile. Eventually they agreed and stated I should see the finance manager, ******* ***** on April 3, 2025. I arrived that Thursday and he stated the transaction had been cancelled that morning. The business did not contact me to let me know. He did not provide documentation about the cancellation. He verbalized I would get my refund but did not give an exact date. I requested through email a copy in writing stating the purchase was cancelled. A response was never received.

  Business Response

  Date: 04/04/2025

  A refund of $5,000 was processed on 4/2/2025 back onto the customers credit card. A check was cut 4/2/2024 for the remaining $6,000 and mailed on 4/3/2025. All monied paid have already been refunded. 

• Initial Complaint

  Date:01/30/2025

  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.

  In October 2024, I took my Highlander to Cobb County Toyota where I bought it. It is under factory warranty and told them there was a noise when transmission shifts through gears. They informed me it was the Transfer Case and its on back order. A month later parts came in and I took my car to them. They kept it 12 days only to tell me it needs a new transmission and its on back order. This was 11/22/24. They said just drive it as is until parts arrive . During the last couple months I called my service advisor several times and they always said hes not available. Left messages but he never returned calls. I went there today and waited until I could talk with him. Very rude responses saying there is nothing he can do to help; its on back order. He walked away to help another customer but I interrupted and told him I was going to ******* tomorrow and I didnt feel comfortable driving it with the noise its making and requested a free loaner for a week. He replied no he wouldnt do that as long as car is running and drivable. Almost 4 months now since I initially took it to them which I feel is ridiculous. I cant sell the car in condition its in and try to limit my driving but they could care less and they can give me no estimate of when parts will arrive. Just very frustrated and dont know where to turn for help. Thanks

  Business Response

  Date: 02/04/2025

  During the customer's first visit on 10/21/2024 the source of the customer noise was traced to the front transfer case. During the customers second visit on 11/15/2024 while installing the transfer case it was determined that the transfer case failure had also impacted the transaxle assy causing noise from it. The transaxle part was ordered. The part status is checked daily by the parts manager but as of 02/04/2025 the status Toyota has given us is still no ETA. We have moved the part order to the highest priority status Toyota will allow us to to try to expedite the part as quickly as possible. Each time we talk to the customer he is given all of the information on the back order status available at that time. Unfortunately, Toyota has supplied us with very little information on the estimated arrival time of the transaxle. The transaxle is operating normally but does have a noise. This noise is not making the vehicle unsafe to drive. As outlined in the Toyota's warranty policy and procedure manual section 5.18 alternate transportation: Toyota will not cover alternate transportation for a back ordered part unless the vehicle is not drivable. During the customer's most recent visit to the dealership to discuss the back ordered part the customer was offered full trade in value for the vehicle (with no deduction for the transaxle issue) if he wanted to get a different vehicle.  The delay in the transaxle order is not caused or controlled by the dealership but instead the part is delayed on Toyota corporate's end. Toyota has been notified through the proper channels by the dealership about the urgency of this part. The dealership will continue to  monitor the part status closely and keep it at the highest priority available until the part arrives. 
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22878768
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/05/2025

  There is no new information in this complaint. 

• Initial Complaint

  Date:11/27/2024

  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 purchase a used car from Cobb County Toyota 9/3/2024, it's been nearly 3 months and I still don't have the title to the vehicle. I've called and emailed, now **** County is telling me they actually don't have the title to the vehicle themselves. They still haven't received electronic title release from **********************. I don't know what to do, I need the vehicle to be titled in my name (obviously). Additionally, within a week of purchasing this vehicle, I noticed an extreme wobble driving at highway speeds. **** County told me their vehicles undergo a 160 point inspection. They intentionally lowered the tire pressure 10 psi lower than the recommended pressure, to cover up the fact that all 4 wheels were bent. It cost me $995 to have fixed. **** County didn't even respond to my requests to resolve that with the invoice.

  Business Response

  Date: 11/28/2024

  This issue has been fully resolved to the customers satisfaction. 

• Initial Complaint

  Date:06/19/2024

  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 purchased a vehicle and traded in my vehicle on May 9 2024 . Received a phone call on Jun 3rd 2024 from the dealer's finance manager (*********************) which I also dealt with during the purchase. and he said the finance isn't approved by the loaner and I needed to come in to get another contract filled out which I replied by saying that that's false, the finance was secured by the dealer through **** of America and **** of America already sent me my account detail with the 1st payment due date. He then went on to say that they won't be paying the remaining balance on my trade in. I asked him what he is talking about since I already got a letter from my bank stating that the car loan is now paid in full and the account is closed. That's when he decided to tell me why he really called and said he made a mistake on the amount he put in for the trade in amount and accounting caught it and that I would have to come in to sign a new contract either to add the amount to the financed amount or pay it in full. Then I told him I would need an email sent to me with the section that the mistake is highlighted and where in the contract agreement says that we can change anything after it was signed. He then went on saying that we can do this the easy way or the hard way and some other threats which I ignored. He texted me on my personal phone then after with threats. Now I came to find out that he put a stop to the necessary paper work that needs to be sent to the ********** of ******* to have the temporary registration removed and have an actual registration and title so I can have a tag for the vehicle. I called the dealership to see what can be done and I was told that he is the one who is responsible for it. I contacted him after to tell him what he is doing is illegal since they only have 30 days to file everything which I got a reply back that said, I should keep in mind that I am dealing with a billionaire owner and that the conversation is over.

  Business Response

  Date: 06/21/2024

  Customer was made aware that an error exists on customers Retail Install Contract, section 2 line 3 (Less Pay Off Made By Seller = $0), relative to the payoff amount owed on customer's trade in vehicle. The actual payoff on customers trade in vehicle is $6064.41.  ******** stated that he noticed the mistake but refuses to pay dealer the payoff or resign a contract to make the contract accurate. Customer signed legal document, ******************** Buyers Order, which accurately states on line 8, balance owed on trade, $6,064.41. Customer also signed legal document, Trade Payoff, which states, I authorize Cobb County Toyota to pay off the account listed above. I understand that the payoff amount referenced above is only an estimate. Should the actual payoff be higher than the estimate, I AGREE TO PAY COBB COUNTY TOYOTA THE BALANCE DUE. Cobb County Toyota's obligation is to title vehicles sold when payment in full is secured. To date customer still has an outstanding balance owed of $6,064.41.

• Initial Complaint

  Date:04/16/2024

  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 initially took my vehicle to Cherokee county Toyota to get it fixed. Cost me $2600.00. Two days later the check engine light came back on. I took it back and another $400.00 later they replaced the purge valve but the check engine light was still on. They wanted to charge me another $1500.00 to change out the air filter housing. At this point I took it to Cobb county Toyota. They told me the purge valve was bad. I told them I just had it replaced, so they did that under warranty. Then they came back and said it's the Mass Air Flow sensor. $375.00 later they said it's fixed you can come pick it up. I wouldn't pick it up until it passes emissions. I decided to get one of their rental vehicles because it had been almost 2 weeks. I called everyday for a status on my vehicle. After another week the service advisor said they would cover the rental from here on out seeing it was taking so long. After my vehicle had been there for a month and me calling everyday they finally told me the check engine light came back on and now it would be $7000.00 for a wiring harness and still couldn't guarantee that would fix my check engine light, further more they told me they were only going to cover 5 days of my rental after my car has been there over a month and that it would be a minimum of 2 weeks more before they could get the harness. I then spoke to their Customer Relations Manager *********************. Not only was he rude but he called me a liar when I told him his Service Advisor told me he would cover the rental. I called Toyota of North America Corperate to get something resolved. They called me back and suggested I talk to the same person that was rude to me and there was nothing they could do. Are you kidding me? Then I called and talked to the ** ***********************. He told me he would get with his team and call me back. Not only did he not call me back but the rude customer relations manager **** called me back and told me to pick up my car or pay the $7000.00 plus the rental charge.

  Business Response

  Date: 04/17/2024

  Tell us why here...The vehicle arrived at Cobb County Toyota on March 11, 2024. The vehicle had an active P0171 system to lean code when it was first scanned. It also has several other communication and body codes. The diagnostics was performed on the active and main code P0171. The first diagnostic test revealed that the purge valve when tested would cause the car to shut off. This indicated an internal purge valve failure. This part was under warranty so it was replaced at no charge to the customer. As the dealership continued the diagnostics it was discovered that the mass air flow sensor could not be tested. It was an aftermarket sensor that the customer had replaced himself. The dealership then replaced the mass air flow sensor. After the *** sensor was replaced the system was retested and the P0171 code did not return. The dealership informed the customer that the codes did not return and that the vehicle was ready for pickup. The customer requested that an emission inspection be performed before he picked the vehicle up. However, the *** inspection could not be performed until the vehicle had been driven for sometime to reset the monitors. The customer was advised that it was not the dealership's normal procedure to drive a vehicle for extended periods of time to get the vehicle to pass emissions for a customer. The customer informed us that he had let the tag expire and could not drive it himself to get the monitors set. As a courtesy to the customer the dealership used a dealer tag to test drive the vehicle 124 miles to try to get the vehicle ready to pass the *** test. At mile 124 the check engine light returned. After the vehicle was scanned again it was discovered that communication codes U0101, U0122, U0073, and U0155 had returned and were active. As another courtesy to the customer extensive diagnostic testing was performed to determine the cause of communication codes. This courtesy diagnostic testing was in the range of $1000 - $1500. These tests revealed a short circuit in the can bus circuit between the *** and the instrument cluster. It was also discovered that the customer has several aftermarket items wired into this harness. At that point the dealership advised the customer that the next step would be to replace the failed wiring harness and then continue the diagnostic testing to see if any other problems exist on that circuit. During a conversation with the service director the customer stated  the dealership caused the short circuit issue because the communication codes were not present when the vehicle initially arrived at the dealership. This claim was proven false by the data file stored from the original time the vehicle was scanned. The customer then had several other claims trying to place the failure on either **** or Cherokee County. These claims were also determined to be false. The cause of failure with the wiring harness was not caused by the repairs made at either dealership. The customer rented a vehicle and he was told that in extreme situations the dealership would cover up to a maximum of 5 days rental. The customer's current service bill amount allows for 2 days of rental coverage. As a third courtesy to the customer the dealership covered 5 days of the rental vehicle. To this date the customer has refused to make a decision on replacing the wiring harness and has expressed that he does not plan to pay for the rental; it was requested that he return the rental vehicle so as not to accumulate any additional days. The dealership is unable to offer any more courtesy repairs or discounts. 
  
  

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21584579
  
  I am rejecting this response because: they didn't make any effort to correct my complaint. I picked the vehicle up and paid for it. At this point I just wish to have the rental reimbursed because we shouldn't have had to use it for that long because they kept putting our car aside to work on other customers vehicles prolonging us to pay for their rental.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/29/2024

  We have responded with a very detailed and precise explanation and stay by our original response. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21584579
  
  I am rejecting this response because: Again they offered no compensation. The worst part is after they said I needed a $7000.00 repair in order to pass emissions, after keeping my vehicle for over a month, I picked up my vehicle and got the emissions and tag the same day. I didn't need the $7000.00 repair and they had no reason to keep my vehicle for over a month. I want to be reimbursed for the rental vehicle they kept me in for no reason. If they will not reimburse me for the rental I will not be satisfied after they tried to get me to pay $7000.00 on top of the $2000.00 I already paid. I don't mind paying for the initial repair that fixed the check engine light but they just tried to keep me in their rental and pay for a repair I didn't need just to get money out of me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/15/2024

  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.

  1) ****** and the first finance guy I talked to lied, and mislead me. You used toyota financing institutions and repeatedly gave me the highest interest rates with a credit score of 840. The practices at your dealership are underhanded and ridiculous at best. 2) I informed the sales staff my wife would be a Co-signer and her credit is *******. I tell your finance guy to give me the best interest rate he can, with her purported credit score above, and show him the score which we pulled 2 days prior. The finance mgr ran my wife's credit score 3 times for 3 different banks without telling us. Then he comes out and says even with her credit score, because ** on the loan the best he can do is 8% this was a lie plain and simple. The finance manager told me the rate was still high because my credit score was impacting the rate even with ****'s score. Another dishonest sales tactic. I advised the finance Mgr to list my wife as the primary, to which he said "Oh, we already are did I not tell you this?" The finance Mgr returned several more times to say he can probably get the rate to 7.4% but that's it. When I said not good enough, The head sales Mgr named ***** came to talk to me. ***** made several comments about his "gay" cousins wedding and how he felt, being the only straight man with a bunch of lesbians at a wedding, His comments are disrespectful, and distasteful. ***** and I are not friends, and he has no knowledge of who I am as a person, saying he has a cousin just like me, Like me? Tall, blonde, blue eyes, what did he mean? What I took his comments to mean, like me, means gay like me. When I walked onto the car lot too buy a car the sales staff took my keys, and lead me straight to the Hybrid Corolla two issues: 1) I didn't want a hybrid I said that 4 different times 2) I asked for the regular C. Cross which I was told they didn't have another lie. I wanted to look other cars but the finance Mgr kept insisting the hybrid was the inly car I could afford .

  Business Response

  Date: 04/17/2024

  The dealership apologizes for your negative experience and for not being able to meet your required terms. Automotive financing is complicated and varies between manufactures and dealers. The dealership will be doing training with its staff to ensure that customers are communicated with respectfully. 
  

  Customer Answer

  Date: 04/18/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2024

  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 12/28/2023 at 10:00 am, my 2007 ************** had an appointment for a Drain and ************************* (documents enclosed) charged $134.36 and a Safety Recall 90L Potential Floor Mat Interference with Accelerator Petal. They charged a Compliance Fee A6 and Shop Supplies A3, a total of $5.65. At 5:35 pm, I received a call from ******************************* (868) stating the ************** started at 5:35 pm, and the service Tech PU00 said they test-drove the vehiclecompletion of service at 6:00 pm with a test drive from service. I received invoices TOCS490598 and Tech 999 but could not finish the Recall in time for pick-up. The customer requested the customer return later for repair, and I did not sign a waiver.My son drove to school on I-75, but the Tacoma stopped accelerating, the RPMs went high, and the Tacoma stopped on the highway. AAA Towing towed to Cobb County Toyota on 12/29/2023. The truck did not have transmission issues before Cobb County Toyota's Drain and ************* On 12/29/2023, Invoice TOC5490598, the service department adjusted the transmission fluid to verify the correct amount of fluid inside. The service person test-drove the Tacoma, but the shift in reverse does not function and needs a transmission replacement. The declined recall repair was false information. The invoice for TOCS490598 is enclosed. Invoice TOCS490598 never had a Power Steering Fluid issue added because the Power Steering did not leak. I did not sign a waiver.

  Business Response

  Date: 01/30/2024

  On 12/28/2023 The customer brought his *************************** Tacoma into the service department. He requested to have the transmission fluid drained and filled. He was also advised about an open accelerator pedal recall. Before the work began and based on the technician's initial inspection, the customer was advised not to have the transmission fluid drained and refilled. The technician had found several issues with the truck including a transmission shifting issue, rear differential noise, front differential leak, noisy wheel bearings, and the u-joint / driveshaft compromised. These issues were documented prior to any repairs and the customer was advised that the service would not fix his transmission issues. The customer also informed the service advisor he did not want to have the recall completed at this time. The customer then informed the service advisor that he would like to have the transmission fluid changed out anyway. The service was completed as the customer requested, When the customer picked up the vehicle he returned stating that there was a hissing noise from the truck. After an investigation by the technician it was determined that the power steering fluid was low causing the hissing noise. There was a power steering leak coming from the power steering rack and pinion. As a courtesy the power steering fluid was topped off. During the test drive the technician also heard a noise from the transmission and experienced the shifting problems previously disclosed to the customer. It was also found that the vehicle was having difficulty shifting into reverse. The transmission fluid level was checked and determined to be at the correct level. Based on the current symptoms ************** was given a price for a transmission to which he declined. He then abandoned the vehicle at the dealership for an extended time and would only pick the vehicle up after he was advised we would have to impound the vehicle if not taken off the lot.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21112435
  
  I am rejecting this response because:

  All documentation is attached to show that Cobb County Toyota did not tell my husband not to drain and fill the transmission fluid. The truck arrived for service at 10:00 am for the drain and fill, and the recall, please read the attachments, they did not service the car until almost closing time and informed me that the service department did not have time to complete the recall repair, and to bring the truck back for the recall repair. The service advisor asked me not to flush the transmission fluid, but made the suggestion to drain and flush. The explaination does not fit what was written on the service invoice attach. The explanation are not true and the steering fluid not relate to the transmission. **** Toyota make up stories, they told their engagement department that we took the truck for a second opinion, how can we drive the truck when they messed up the reverse transmission. The truck was on their lot, until they threatened to tow my truck. The truck transmission was fine because The truck was driven to Cobb County Toyota using drive and reverse. Read the service invoices, it states that the service department had to add transmission fluid to adjust based on specifications the next day. The day before, why didn't the service personnel put the correct or any transmission fluid in the truck before truck left the building in the first place? My son drove the truck to school on the highway, the truck RPMs went crazy and stopped on Highway 75 in Georgia. He could have gotten killed. 

  We want our transmission fixed because problem as caused by Cobb County Toyota.

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

  Business Response

  Date: 02/02/2024

  We stand by our original response. 

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair 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.

  Went there get brakes and rotors done when i picked up my truck the brakes was squalling so i immediately called back and they told me to drive it a few weeks and being it back which i did when it was time for an oil change they i spoke with **** P and **** and they both was nasty i told them i would not like to continue to do business with them and that would be my last time there so when i went to pick up my truck i has to go to the parts department because i had ordered some accessories for my truck when i paid foe my parts i received my keys with a RECEIPT saying oil change was free due to customer wanting to stop doing business here they advised me i could take my truck to any other toyota location and it was covered so i take it to another toyota and of course the brakes and rotors are not under warranty so i called and spoke to ********** and **** and was informed that I apparently left with out paying for my oil change so i asked how did i get my keys with a copy of the receipt and they stating they do not know because i left before they could ring me out so technically i stole from them this is the worst customer service there is i and the Managers are a huge joke why would i not pay for something i had every intent on paying for?? Do not go to Cobb county toyota in ******** worst toyota there is in ** not to mention i been going there the last 5 years spending thousands there

• Initial Complaint

  Date:09/17/2023

  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.

  I was shopping on CARGURU for a Toyota Tacoma Double Cab and **** Toyota had an advertisement for a Double Cab for $29,885. I called the Dealership and made arrangements to fly and buy the Tacoma. I put $1000 down payment. My sale person was *****. Here is how it is advertised on CARGURU:Features M Mileage Exterior color White ******** color White ************** 159 hp 2.7L 14 Fuel type Gasoline 000 Transmission Automatic Finance in Advance Overview Make:Model:Year:Body type:Exterior color:******** color:Mileage:Condition:VIN:Stock number:Toyota Tacoma 2023 Pickup Truck White **** Cap)White Cement)0 mi New ***************** ****** They had pictures showing the Tacoma as a Double Cab, but no where in the advertisement was the size of the cab, but the pictures. Also, I mention to ***** the sales person in our conversations that I have been looking for a 4 door (Double Door) Tacoma for 3 years.When I got there to buy the Tacoma (switch and bait) the Tacoma ** 159hp 2.7L was an Access Cab. They did not have a Tacoma Double Cab ** 159hp 2.7L, ***** tried to sell me the Access Cab and the manager got involved and tried to sell me a SR5 V6 Double Cab away over the price of the SR ** Double Cab. I have all documentation of the advertisement on CARGURU and the 2 Tacomas that **** Toyota tried to sale me. Can you help me? Thank you!The resolution I am seeking is to buy the Tacoma Double Cab SR ** 159hp 2.7L or a Tacoma Double Cab the same price. I do not want an Access Cab. Thanks again!

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair 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.

  I purchased a new Toyota 4Runner from Cobb County Toyota, ********, ** on 05/15/2020. At the same time I purchased an extended maintenance plan with the vehicle extending the maintenance to 84 months of ****** miles for $1,495.00.My new Toyota came with ToyotaCare, a no cost maintenance plan that covers normal factory scheduled maintenance with the purchase or lease of every new Toyota for 2 years or ****** miles, whichever comes first.During this time, I moved from ******** to *******, **. I continued to have my vehicle serviced at ****** Toyota in ******, **. When my vehicle was out of the ToyotaCare program I presented my extended maintenance plan that I had purchased from Cobb County Toyota to Toyota to ****** Toyota as my vehicle was due for service. This occurred on 11/02/2022. ****** Toyota told me that they would not accept the maintenance plan I had purchased from ******** Toyota.The maintenance premium refund has been reduced from $1,495.00 to $753.59 and they have not provided a single bit of maintenance. They have prorated the refund based on the milage of the vehicle at the time the forms were filled in. Not considering I tried repeatedly to cancel the agreement from the time my vehicle had ****** miles on it (this is when I was informed the policy would not be honored. But besides this, I was led to believe by Cobb County Toyota that the maintenance plan was covered by Toyota dealerships, so their misrepresentation has cost me $741.41.It is abundantly clear why nobody wanted to return my calls and emails, clearly because they know the nature of the product, they are selling is unethical and they did not want to deal with their misrepresentations. I would never have bought this product from a Toyota Dealership if I knew it was not covered by other Toyota dealerships as their terms and conditions state that the vehicle may be taken to any A.S.E Certified Repair Facility and since Toyota are selling the policy, Toyota should warrant it.

  Business Response

  Date: 07/17/2023

  The customer's complaint is based on another ********************** dealership not honoring his maintenance agreement. While that is very unusual, it is their prerogative whether to accept or not accept pre paid maintenance agreements or extended warranties for that matter. It is likely that the other dealership is charging customers more for service and maintenance than the pre negotiated rates associated with the pre paid maintenance program. If the dealership had taken the time to contact the policy administrator they could've received payment authorization over the phone  for their customer pay rates. The fact that another dealership is unwilling to participate in a program the majority of dealerships participate in, or make any effort to assist a customer is beyond our control. The customer contacted the policy administrator in regards to cancellation, however, he did not contact them regarding reimbursement if he paid for the maintenance himself. This would've been an option as well. The customer is seeking a refund and a refund has been given in accordance with the contract the customer signed. No refund outside of the terms of the contract will be given. 

  Customer Answer

  Date: 07/18/2023

  I purchased this policy based on representations from the Cobb County Toyota Salesman and the fact that I could have the vehicle serviced by an ASE certified dealership. I tried to use it at an ASE Certified Toyota Dealership as laid out in the contract under "your responsibilities". The Cobb County Toyota salesman obviously misrepresented the facts, and the contract language in also incorrect. I bought a product and complied with the terms and conditions. When I tried to use it I could not!! So, my contention is: I bought something from Cobb County Toyota, when the time came to use it I could not so I am returning to the seller and asking for a refund of the total amount paid as the product was never used. It is not up to me to deal with rare exceptions as stated by Cobb County Toyota in their response. I want what I paid for, if not give me my money back.

  Attached: TWS contract and ****** Toyota ASE Certified