ComplaintsforMarietta Toyota

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***************************** Marietta Toyota in regards to some minor repairs to my vehicle. My car was towed and sent over to Marietta TOYOTA. Prior to having my car towed and sent over there we communicated about having some repairs done it. She then stated that they couldnt repair the vehicle because they didnt have the parts in stock. Which I later find out was a lie, I contact another Toyota and they indeed stated they had the parts in stock. I contacted ******* several times because upon my car arriving to my home the paint on was sprayed with something that made it begin to peel. I told her and sent before and after photos thats this was not the condition of my car when I first sent to her 3 months ago. She was extremely rude and very unprofessional is this the way Marietta Toyota handles business. My chairs in the back seat are completely dismantled, paint is peeling, the bottom of the car is damaged and THIS IS NOT THE WAY I SENt MY CAR. Everyone at this location including *************************** and ************************* have been completely unprofessional and rude and have stop answering my calls to address this matter before I seek legal assistance. This is unacceptable and needs to be addressed! I would recommend anyone else not to do business with Marietta Toyota theyre rude, unreliable, and lack ownership of the issues they caused. She hung up on me and blocked my number. Ill admit there were issues with the car but not like this!

  

  Business response

  01/31/2024

  Dear ****,
  We appreciate you sharing your perspective, and we understand that there has been a significant disagreement regarding the condition of your vehicle.

  It's important to clarify the sequence of events for a fair assessment:
  

  Your vehicle was towed to our shop for a second estimate after allegedly being damaged at another collision center.

  When your vehicle arrived, we documented the existing damage, which was essential for an accurate assessment. The existing damage did not originate from our shop.
  

  You requested that Toyota open a complaint case against the first collision center.

  Based on the evidence and the pre-existing damage, it was determined that the work done previously was not performed by a licensed Toyota Certified *********************** and therefore would not be covered under any warranty from Toyota or us.

  While your vehicle was in our possession, no additional work was performed, and it remained in the condition it arrived in.

  We understand that you may have concerns, and we have repeatedly explained the situation. We regret any misunderstanding, but it's essential to clarify that the issues you've mentioned did not occur during your vehicle's stay at our shop.

  Given the circumstances, we would recommend seeking resolution through direct communication with the relevant parties (ergo, your insurance company and or the original repair shop).

  Based on your communication with our team, we would refuse any future service to your vehicle, as you have repeatedly threatened our team members with legal action when you did not receive the answer you wanted. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I handed over my accident Toyota 2022 car to Marietta Toyota ********* center on Nov 06, but still didn't get my car from them. They said the part "Quarter Panel" took some time to reach their center and it seems they got it on Dec 1st or 2nd week, but its taking more time for getting build up by them and not providing the proper ETA on when it can be handed over.Currently not having any car which impacts my daily personal tasks.Please take necessary actions on this center to build my car and hand over to me soon.

  

  Business response

  01/02/2024

  Dear ******,
  We sincerely apologize for the delay and inconvenience you've experienced with your 2022 Toyota at Marietta Toyota Collision and Auto ******************* We understand your frustration and appreciate your patience.
  As you mentioned, the delay was primarily due to the rear quarter panel being on back order, which was beyond our control. We wanted to ensure that all necessary parts were onsite before beginning the extensive repair process to avoid any further delays.
  We are actively working on your vehicle, and the estimated completion is at the end of this week. We understand the impact this has had on your daily life, and we truly appreciate your understanding.
  For the latest updates on your car's status, please feel free to reach out directly to our Collision Manager, *****************************. She will keep you informed and address any concerns you may have.
  Thank you for choosing Marietta Toyota Collision, and we're committed to completing *********** to the highest standards as swiftly as possible.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of transaction - 11th Dec 2023, $2500 paid It was for booking RAV4 XLE which is still in-transit, I never bought the car and informed them within 24 hours and requested for a refund. The sales manager ***************************** was very rude with his racist behavior and very disrespectful to women. I went alone to test drive RAV4 XLE and this sales ******************* shows me XLE premium to test drive and obviously tried to sell me that 40K + model with JBL speakers etc. I was not interested in the premium and wanted to do some homework on the other RAV4 XLE offer, obviously they did the sales magic and followed me to the door as I was leaving. The RAV4 XLE ******************* which Im talking about is still in transit as we speak and on Monday the 11th Dec,2023, thats when I made a payment of $2500 to reserve the car. I realized it was not an AWD/hybrid and so I went back yesterday to get a hybrid instead, then the sales guy sounds super ****** off saying I already took the car, which is still in-transit? Then comes this arrogant manager, ***************************** and says yes whats the problem, I explained about the situation then he comes out with the quote for the hybrid. I asked if it is negotiable then he gives me this big attitude and says ** not going up or down a *****, you either take the car or forfeit your 2500$, Im like seriously? Dont we all have the right to change our first choice? They claim about their red carpet treatment for the customers but all lies. For me customer service matters more, you should feel positive about the entire experience. Im in a customer facing role, working as a Sr. ******* in IT so I definitely value being respectful than the dollars. This is the worst experience I have ever had. I'm reporting to BBB for such a racist and mean behavior by ********************************* and requesting a refund for the $2500 deposit for a car which is still in-transit and I told them I don't want to buy after such ill-treatment. They deleted by ****** review too.

  

  Business response

  12/15/2023

  Dear ******,
  
  We deeply apologize for the unpleasant experience you had during your recent interaction with our dealership. Your feedback is incredibly important to us, and we take your concerns seriously.
  
  Our General Sales Manager, *********************, has reached out to you by phone to extend a sincere apology for the unfortunate encounter. Your $2500 deposit for the RAV4 XLE, which is still in-transit, has been refunded as of yesterday (12/14/23). We kindly ask for your patience as it may take up to 7 business days for your bank to process this transaction. We have verified today (12/15) that the refund was processed on our side.
  
  Regarding ****** reviews, we want to clarify that we do not have control over the removal or deletion of reviews on the platform. ****** has its own policies and procedures for managing reviews. Any inquiries or concerns related to ****** reviews should be directed to ******'s support team.
  
  Our General Manager, ***********************, would like to speak with you regarding the details of your visit (specifically the interaction with the manager). You can reach him by phone at ************* or by email at *********************************************
  
  Once again, we are truly sorry for any inconvenience you experienced. We deeply value your feedback and are committed to continually improving our services to ensure a positive experience for all our customers.If you have any further questions or need assistance in the future, please do not hesitate to reach out to our General Manager (*********************** ************* ***************************************** or our GSM (********************* *************).

  Customer response

  12/18/2023

   
  Better Business Bureau:
  
  Thank you so much for helping me with my complaint. 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

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct. 2023, I paid $160 for a diagnostic on my Prius. I requested a copy of the diagnostic via email from *************************. He would not honor that request, instead ***** sent a terribly written text message explain what repairs needed to be done. I had those repairs completed- I paid $700. My car was not fixed though because the check engine light came back on the next day and the engine had the same loud, scary knocking sound. When I brought it back the next day they gave me a different diagnostic and told me I needed a new engine. They also stated if I wanted to sell my Prius I could go "nextdoor" to the dealership to purchase another car and the service department wouldn't report about my most recent diagnostic taking it in as a trade. Please help, I feel completely taken advantage of. I'm a first grade teacher at *****************. I am out of a vehicle because I don't have the thousands of dollars to fix it. I also can't be financing a new car at TM with these high interest rate.

  

  Business response

  11/08/2023

  Dear *************************,
  
  Thank you for sharing your concerns with us regarding your 2014 Prius ** We understand your frustration and want to provide clarification on the situation.
  
  When your Prius was brought in for service, it had a check engine light and a knocking sound. ************** diagnosed a misfire code and recommended, as the first step, replacing an ignition coil, spark plugs, and performing a fuel and engine cleaning service, following the Toyota maintenance process. You paid $685.09 for these services. At that time the vehicle was returned to you, it was noted that the engine showed signs of carbon buildup (low power), which can't be repaired past a certain point.
  
  A few days later, you returned with a louder knocking noise, and ************** determined that the engine did have excessive carbon buildup, and would need to be replaced. You were provided with an estimate, and advised that you could source an engine yourself, if desired to save on costs, and we would deduct the $685.09 previously paid from the labor cost if you chose to replace the engine at our shop.
  
  The engine damage appears to be the result of long-term carbon buildup, which can be caused by factors like low-quality fuel, frequent stop-and-start driving, insufficient maintenance, or short journeys.
  
  As our service center has only seen the vehicle a few times and only beginning in 2023, we would recommend contacting the seller or previous owner of the vehicle to gather more information about its history and prior maintenance services performed.

  If you require assistance with financing for the engine repair, we can offer financing options (through ******) to enable you to have the engine replaced and pay over time.  Please reach out to our Customer Relations Manager, ************, at ************** for further assistance or to discuss financing options.
  
  We understand that unexpected major repairs can be financially challenging, and we are here to help you navigate the situation as best we can. Your satisfaction is important to us, and we hope to find a solution that works for you.
  
  Thank you for bringing this matter to our attention, and we look forward to assisting you further.

  Customer response

  11/09/2023

   
  Complaint: 20836831
  
  I am rejecting this response because: we came back with the SAME loud knocking sound. We DID NOT come back with a different, louder knocking sound. 

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

  

  Business response

  11/09/2023

  We understand that you are upset about the unexpected expense. The carbon build up in the engine remains the issue.  The options remain the same.  You can contact the previous owner to discuss the maintenance history of the vehicle (why it has carbon build up) or you can contact us to discuss a financing option for the engine replacement.

  Customer response

  11/10/2023

   
  Complaint: 20836831
  
  I am rejecting this response because:
  Toyota Marietta stated I came in for a louder knocking sound the second time. That is not true. I came in for the same loud knocking sound. We wasted $700 on unneeded repairs because I had to come back FOR THE SAME ISSUE- not a new problem. 

  Let me ask you this- When someone pays $160 for a diagnostic what is TMs policy on how a customer receives the diagnostic report? Is the procedure to send a crappy text message because thats all I got.   

  
  
  *************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle through salesman *******************************. The biggest issues were when i left the dealership and texted him I needed time to think he would call me multiple times back to back non stop which I thought was just simply eagerness for a sale. I learned when another issue came up its simply how he operates. One of the biggest perks of buying here was ****** told me my payment would be due in 45 days which turned out to be a lie. He also told me gas would be free until I made that first payment which also turned out to be a lie. When i raised concerns management, *********************, he said the dealership doesnt offer anything similar to what I was told. Furthermore, *** said that he would not assist in resolving the matter and that I would have to do it myself with ******. During the call *** was very condescending, aggressive and belittling. Overall he seemed irritated and nonchalant. ****** has been nice throughout the process other than the fact that he lies and has very shady sales practices. Also I received no information in how or where to pay my car payment so I had to do my own research. Still havent received my tags.

  

  Business response

  09/18/2023

  Dear ************ Pharen,
  
  I hope this message finds you well, and I want to express my sincere apologies for the issues you've experienced with your recent vehicle purchase from our dealership. Your feedback is important to us, and I assure you that we take your concerns seriously.
  
  First and foremost, I want to address the concerns you raised about our salesman, *******************************. It's disheartening to hear about the communication and transparency issues you faced during the purchase process. We hold ourselves to a high standard of customer service, and ******'s behavior does not align with our values.

  As you have contacted us previously, we have already addressed this matter internally with our HR team and ****************  The employee is already aware he made a mistake and has been written up for this. The complaint is in his file.   As you are contacting us again with the same complaint, we can only assume you are not happy with this resolution.  Would you like for us to terminate his employment?
  
  I'm genuinely sorry for the disappointing interaction you had with our sales team. We expect our team to be professional, respectful, and helpful at all times.
  The manager you spoke with previously was not our GSM, *********************. *** was on vacation out of state when you contacted us previously. We will review the phone log and see which Manager you spoke with.
  
  Regarding your concerns about payment and tag information,we have already contacted you via phone and left you a message.  Tag information comes from the state,typically ***** days post sale (again, subject to state working days / state holidays).  Payment information comes from the lender, typically ***** days post sale.   If you would call us back directly at ************* we will confirm this information for you, as it is private and should not be posted here in a public forum.
  
  Please feel free to reach out to me directly at ************* so we can discuss the specifics of your desired resolution. We are committed to working with you to ensure you have a positive experience with our dealership moving forward.
  
  Once again, I apologize for any inconvenience or frustration you've experienced during this process. We value your business, and we are dedicated to making this right for you.
  
  *********************
  General Sales Manager
  MARIETTA TOYOTA

  Customer response

  09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Pharen

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Marietta Toyota in October 2022 to inquire information about a car. I was told that if I placed a factory order I would receive it in February of 2023. With this information, I paid **** for the order. As of June 2023 they where unable to provide me with info on when or if I would receive the car. I contacted my representative there and was told that I would receive a refund in **** days. The 10 days have passed and I still have not received my refund.I understand things happen. However, they have taken **** dollars of my money, provided no services or goods and have not refunded my money despite telling me I would receive one. I tried contacting ************************* who was my representative and processed the **** but received no reply. I will include our email chain in supporting documents.If needed, I can also provide voicemails and text messages I would receive informing that the car was still unavailable.

  

  Business response

  06/30/2023

  Dear ****************,
  We apologize for the inconvenience you've experienced regarding the refund for your factory order at Marietta Toyota.

  Our GSM, *********************, has already spoken with you (via phone) and shared that the refund check has been mailed to your address.

  We understand your frustration and want to make things right. We kindly request that you check your mailbox this evening and verify if the check has arrived.
  If you have any further questions or concerns, please feel free to contact ********************* directly at *************.

  We appreciate your patience and understanding. Thank you for bringing this to our attention, and we hope to resolve the matter promptly.

  Customer response

  06/30/2023

   
  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 Marietta Toyota and *** for working swiftly to resolve this.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was negotiating with the dealership to purchase a used GLS450 and the dealership was not transparent about few things like - 1) Switch to fold the second row seats were broken 2) Massage seats not working 3) Missing key fob 4) Missing floor mats. We noticed items 1 & 2 during test drive and during negotiation, the sales manager said they would take care of that, but during final paperwork only 1 was included and I didn't want to make it an issue and continued signing it. After signing the paperwork but before delivery, when I asked for items 3 & 4, I was told that they would not address these issues because it was never brought up earlier. As a dealer, they have more information on the vehicle than I do, and should have discussed it in good faith but they never did that and I suppose it was purposefully suppressed to complete the sale. No buyer normally would ask if the car had 2 keys and had all the floor mats. During the different stages of the deal (like test drive, negotiation, paperwork), I was told that the car is JD power certified and clean without any issues and has passed 165+ points inspection. The car is JD power certified and the carpets, mats checkbox is also checked (refer attachment line 112). These were suppressed until the point of completion of paper work, and even after making several attempts in the past week, the dealership is unwilling to address the issue. During negotiation, I had walked out of the deal because the vehicle did not have a feature I was looking for, but the dealership made several followup calls to do business with me, and now they don't even care. I would never recommend Marietta Toyota to anyone because they are interested only on *************** but don't care about your experience and satisfaction. I have been to several Toyota and Lexus dealerships and you get much better treatment and experience than offered here.

  

  Business response

  03/15/2023

  Thank you for your feedback. We are in receipt of your BBB / ****** and Yelp reviews. You spoke with our GSM, *********************, yesterday (3/14/2023) and we are in the process of working to correct your compliant. Please allow us time to complete that process.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 20, 2023 I took my 2021 Toyota Corolla for Maintenance under the Toyota Care Program for new vehicle purchases. After my Corolla was serviced, I got into my vehicle and drove home. Then, 3 days later I opened the hood of my car and noticed the Engine Cover was not replaced. I called the manager of Marietta Toyota and he told vehicle did not have a cover. I specifically remembered that my 2021 Corolla did have one. I want Marietta Toyota to return or replace my engine cover.

  

  Business response

  03/13/2023

  Customer has been contacted directly to address concerns.  The vehicle (2021 Toyota Corolla) does not come with an engine cover - this is correct for that vehicle.  Our employee, *******************, reached out to the customer (*****************************) on Thursday March 9, via phone and confirmed this information with her. Customer verbally stated she was happy to find out that she didn't have one (instead of thinking we removed it and did not re-install it).  Customer stated she was happy and would update the BBB with this information.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted the store REPEATEDLY trying to cancel GAP Insurance and the Extended Warranty for a car that I recently sold. After not receiving a return call from anyone, I drove to the dealership (30 min drive) on Labor Day. I sat for an hour before anyone would help me. Finally, when I was about to leave a manager named ***** came over and asked what I needed. He had the sales manager *********************** come over and complete the cancellation form. A week later I called four times and ***** would not return my calls. So I drove down there again and met with *****. He said he needed a letter from the bank saying the loan was paid in full. I went home and emailed it 3 days later when it arrived in the mail. I called ***** several times trying to get an update and a week later he answered and said he got my email but did not get the attached letter. He never replied to the email or called me, I had to call him repeatedly only to find a week later that he never received the attachment. Today is a month since then and I have heard nothing. I called twice this week and left messages and neither have been returned.

  

  Business response

  10/21/2022

  Thank you for your feedback. We apologize that our team did not communicate effectively with you.

  We will share your comments with our ***************** Team and have a discussion with the appropriate team members, specifically regarding customer communication. 

  We've attached a screenshot showing that your cancellation request was processed in our system on 10/20/22.  No further action is required at this time. 

  You should receive the proceeds from the cancellation in **** business days. (Please contact our Comptroller, *******************************, directly at ************* if you have not received them after 10 business days.)

  Again, we apologize that our team members did not communicate effectively. 

• Initial Complaint

  05/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5-28-22 I saw that a new Tundra Hybrid was advertised on Cargurus at this dealership, truck was advertised online for $67,000. When we began talking price, the manager put a non-negotiable $15,000 **** up on the truck. While speaking with the manager, he was very rude, saying things like, Well, when you find one, you can sell it at a 15k markup. When asking how they could advertise the truck on Cargurus for one price that they had no intention of selling it for, I was told, We didnt put that up there. Yet, they were unable to explain how the advertisement was posted. This does not seem to be legal, or at the very least should be investigated for price gouging. I have included a link to the add on Cargurus as well for proof. https://www.cargurus.com/Cars/new/searchresults.action?sourceContext=homePageNewCarTab_false_0&selectedEntity=d313&*********#listing=331102765/NONE

  

  Business response

  06/03/2022

  Hello,

  You spoke with our GSM, *************************, earlier this week and we were able to resolve your issue.  Took delivery on your new Tundra on Monday.  If you would please check and revise your statement w/ BBB?

  Thank you,

  Customer response

  06/03/2022

   
  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,
  
  ***********************

*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. ↩