ComplaintsforLaGrange Toyota

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Feel very misled as to how long shipping would take to receive a new Tacoma. Was told the estimated shipping time was 7 days. I understand the Toyota shipping dock is erratic, but these folks do this for a living. I believe they knew it was going to take more than 7 days from the beginning and just told me that to get me to sign over my deposit. 14+ days later and the vehicle still has not arrived, with the only explanations being a delay at the dock and the truck driver has multiple stops and Lagrange Toyota might not have been the first stop. I asked for a refund of my deposit but was told it was out of the question because it was going to cost Lagrange Toyota money if i didn’t buy the vehicle.

  Business response

  05/10/2023

  Toyota charges back 2-for-1 vehicles on future allocations in the instance that a presold vehicle gets sold to someone other than the customer we've reported the vehicle sold to. From Toyota's perspective, the dealer is trying to get an unfair advantage on getting more vehicle allocated to them by faking sales reports. On the amount of time to delivery, ETAs are provided by Toyota, but change according to shipping constraints and delays from Toyota. This should have been communicated clearly by the salesperson, and we do apologize about the delay. We have a confirmation that the Tacoma has left the port of Jacksonville this morning and is scheduled to be delivered to us either late today or early tomorrow.

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My issues was not with the delay, my issue was with how the delay was communicated to me. I don't blame the salesperson, he explained the 2 for 1 process very clearly to me and I enjoyed my experience with him. What I did have an issue with was the multiple times I was told by the Senior Sales Manager that the vehicle in question was on the delivery truck and en route. That clearly was not the case considering General Manger confirmed to me the vehicle in question was loaded on the delivery truck and on its way multiple days after the previous "delivery date." I feel as though the only concern the managers of Toyota of Lagrange have is getting the $1000 deposit while not providing an accurate timeline as to when a customers vehicle may be delivered. It felt very predatory to try and communicate the management and I regret ever trusting them with my business.
  
  Sincerely,
  
  ******** *******

  Business response

  05/13/2023

  first and foremost, we have been a staple Family owned business in our community for over 45 years, i do understand Mr ******* frustrations as we  have been frustrated many times over the last 2 years ourselves, mostly because of the logistics of not only our product but that of every product in the world! we work diligently every single day with the manufacturer of this product, "Toyota" to get it here as quickly and efficiently as humanly possible with with minimal errors,we explained to Mr ******* that they process between 25k-30000 plus vehicles per month at the port in florida that all of our vehicles come from,and with that comes many obstacles that they battle daily in there quest to take care of everyone that trusted them with there product. we wish we had more control over deliveries from them but unfortunately the logistics part of the transaction is 100% out of our control, we have found that in last 24 mths that being honest with the consumer and letting them know when something changes both "Good and Bad changes"  on the logistics/Delivery side  of it was the best way to keep them in the loop, and i would say that roughly more then 90% of our clients have appreciated and loved that aspect of our ordering and logistics process,we strive to get every clients vehicle delivered as accurately as humanly possible in regards to dates given to us by Toyota, with that being said its not always great news, and unfortunately several times in the past 2 years we have run into shipping issues that stem from many things and that have hindered the vehicles from being delivered on not only the original date it was expected but some have shifted several weeks and even months sometimes depending on the situation, we dearly wish that wasnt the case!! In regards to the non refundable deposits on our New vehicles, i can assure you we would much rather have the vehicles to sell on our lot then a 1000.00 deposit,the new vehicles are quite honestly the staple of our business, and  we simply cannot afford to lose future incoming vehicles that nearly 100 of our employees count on us to have to sell to take care of there families as they come into work hard everyday to take care of clients such as Mr ******* and his family. We truly appreciate Mr ******* as well as every other guest that comes into our facility everyday, we truly do strive  for excellence in regards to taking care of every client that we see everyday. we apologize for the delays on Mr ******* truck and if we couldve altered it in any way at all we wouldve! He has since taken Delivery of the truck that he ordered and since we are his closest toyota franchise we hope he will come in and service it here, hopefully with a little luck and forgiveness we can turn his angst into a flourishing automotive related relationship for years to come. we truly appreciate Mr ******* and his family coming in and buying his truck and we look forward to taking care of them for years to come! 

   

  kindest Regards, 

  his Entire Lagrange Toyota Family

  Customer response

  05/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is a shame that such a long standing family owned business has depreciated to such an untrustworthy establishment. I am sorry that your management team allowed the degradation of your reputation. The statement "we explained to Mr ******* that they process between 25k-30000 plus vehicles per month at the port in florida that all of our vehicles come from,and with that comes many obstacles that they battle daily in there quest to take care of everyone that trusted them with there product" is untrue. That information was never clearly communicated to me, not that it matters, but it does go to show just how willing Toyota of Lagrange is willing to lie to try and preserve what little reputation they have left. As far as the delivery of the vehicle goes, I felt forced to continue with the purchase or else lose $1000, which I was perfectly willing to do until my wife convinced me other wise so you should really be thanking her instead of me. I would love to take my business elsewhere, but due to the fine print, I will have my vehicle serviced at Toyota of Lagrange so i can receive my $550 credit for tires. other than that I can assure I wont use Toyota of Lagrange for anything and I will make sure people understand the truth about the way Toyota of Lagrange is currently being operated. If you consider that angst then so be it, but i consider it a lack of trust and sense of responsibility to protect my community from predatory car dealerships. thank you for your time.

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

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On *********************** I went to Lagrange Toyota to purchase a******************* from the salesman ****************. After completing the paperwork and leaving I got not only 25 miles away from the dealership the check engine light came on and the car started loosing power. I called *****, told him about it, and he told me to try to get it back to the dealership in which I barely made it. He hooked it to their computer and said it was a sensor, went on to say they could fix it but their service department was closed, I could drive it on home (in which I stay 100 miles away from there and told him I didn't feel safe driving it like that). He went on to say they would make everything right and get it fixed 1st thing Monday morning and he would bring it to me, Today is *************** and I feel now I am being given the run around 1) The car was brought to us not by *****, by 2 ladies 2) The check engine light is on and the car is still doing the same thing which leads me to believe they just turned the light off and brought it me. I called ***** and told him this and he tells me he drove it and it didn't do that as well as others in which I feel he is lying, I texted him a picture of the light and the way he is talking I will need to take it to a dealership down here to see if they will fix in which that shouldn't be my responsibility. At this point I just don't want the car. I have reached out to ********** and they said to get them to reverse the loan in which I have already been going back in forth with ***** and I am just fed up at this point. Can you please help me with this?

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/04/05) */ ************************************************************************************************************ The **************************** from us on ******************. Upon diagnosing the problem the vehicle was scanned by our computer and then driven to make sure the issue was corrected. Unfortunately the issue re-appeared once the vehicle was brought back to their home. Our dealership will be refunding the ****** for their purchase in full, and taking the car back from them. We have offered to replace it with another vehicle, however they have declined. We are happy to replace it or unwind the deal completely like it never happened.

*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. ↩