Complaints

This profile includes complaints for Toyota South Atlanta's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Toyota South Atlanta has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Toyota South Atlanta

  6865 Jonesboro Rd Morrow, GA 30260-2902

  
• 

  Toyota South Atlanta

  257 Forest Pkwy Forest Park, GA 30297-2156

  

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:12/06/2023

  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.

  11/08/2023 to 12/05/2023 I had this car over a mouth in the shop and they have been miscommunication sending additional supplements. Friday 12/01/2023 the Toyota insurance paid a third supplement and the deductible and the vehicle was released. Upon getting the vehicle that Friday hazard light was on. They said there gonna send a fourth supplement over by Monday 12/04/23 me nor my insurance company received anything there holding the vehicle and not repairing it or sending the information that is needed. I have a rental im paying out of pocket because the insurance already covered it. This is a huge inconvenience. No one called or email anything or updates.

  

  Business Response

  Date: 12/11/2023

  Hello There, 

      I am sorry this car was brought in to our shop with insurance that we do not work with. The customer was informed that he would be responsible for all charges. We also sent a few emails for him as a courtesy to his insurance company for supplements. The hold ** in this situation is and was the insurance company. We can only work on what is approved and the customer does not want to pay this bill out of pocket so he turns it into them and we wait. as for communication we have talked with him many times that is how he knows there was supplements. As hard as we try we cannot always make everyone happy. In this case the hold up is not so much us as an insurance company that took a long time between supplements. what can we do to help? we are always willing to help

  Customer Answer

  Date: 12/11/2023

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

• Initial Complaint

  Date:08/04/2023

  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 took my Toyota Yaris Toyota South Morrow for an oil change on March 2, 2023. The technician didn't replace the oil drain plug. On May, 27, 2023, the engine made grinding noises and the car wouldn't drive. This happened on Memorial Day and the dealership was closed, forcing me to tow the car to the dealership and rent a car for work. I spoke to the Service manager *************************** about reimbursement for my costs to the technician's error and he assured me it would be taken care of. I haven't heard from him in over 10 days . Please help me resolve this. i have all the pertinent receipts and paperwork.thank you for your time.

  

  Business Response

  Date: 08/07/2023

  ************* came into the dealership 03/03/2023 for an oil and filter service, three months later she returned saying her drain plug was missing. Tech found damage to the lower engine cover shield and the drain plug missing, it was very obvious the vehicle had drove over an object in the road causing damage to the lower part of the car. The dealership installed the drain plug plus added oil to ************* vehicle at no expense, she returned later with a second lower shield that was damaged by hitting something in the road. The dealership installed a new shield for ************* at no cost at the same time explaining that she hit something in the road that has caused the damage to her vehicle. Then ************* requested reimbursement for her uber and rental car during the time that her vehicle was not drivable. ************* was informed that the damage to her vehicle was caused by her hitting something in the road and that the dealership had worked with her because she was a customer but no reimbursement will be issued that she needed to contact her insurance company.   

• Initial Complaint

  Date:07/24/2023

  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.

  Visited this location on 7/21/2023 for a coolant flush, CVT fluid change, and 4-wheel alignment. After my Rav4 was returned to me, I noticed I had the same original pull to the right that required a slight steering wheel correction while driving. After looking at the wheel alignment report, I noticed that the toe values were almost identical between the before and after results. I called and explained this to the service department. Initially I was informed that wasn't right and somebody would call me back (Saturday 7/22). I never received a call back. I called again on Monday afternoon (7/24) and was told that although camber can't be adjusted, toe can be adjusted and that I would need to bring the vehicle back in to have it looked at again. I asked for a refund due to the alignment not being completed properly and my lack of faith in them being able to complete the alignment properly and within a reasonable timeframe. I was then connected to a manager who informed me that none of the rear values (camber, castor, or toe) can be adjusted and that this is a known issue with my vehicle. My vehicle has almost ******* miles on it and has received several alignments, all of these values have been properly adjusted in the past and this is the first time I've heard this. In any case, I explained that I should not have been charged for a 4-wheel alignment if you knew you could only align 2-wheels. The service manager explained that because the machine is setup for 4 wheels, that even though they can't align 4 wheels, they charge 4 wheels and no refund will be given. I paid $79.95 for the 4-wheel alignment.I have since visited another, independently owned shop which completed the alignment of all 4 wheels and insisted that the alignment of my vehicle's rear wheels are in fact adjustable.

  

  Business Response

  Date: 08/01/2023

  *** ******* came in to the dealership requesting an alignment for his 2016 RAV4, the documents that ****************** provide in his complaint is a copy of the alignment that was performed by the technician. The picture print out shows the alignment before and after. The front was in red and after it is green, per Toyota the rear is not adjustable so no adjustments can be made, this is the same at every Toyota dealership. I checked with another dealership that ****************** went to 08/17/2021 for an alignment and the same process was performed. The alignment was performed for ****************** and he was charged accordingly, unfortunately at this time ****************** has filed a disputed on the charge for his alignment so a refund is not an option. 

  Customer Answer

  Date: 08/02/2023

  Hello, attached is the alignment report that was completed at an independent shop. If you compare the Toyota South alignment report with the independent shops alignment report, you can see that the rear toe values are, in fact, adjustable, contrary to Toyota Souths statements. The Toyota South alignment current measurements approximately match the independent shops before measurements. The independent shops current measurements show that the rear toe was adjusted to within specification. Additionally, Toyota Souths statements that rear values are not adjustable contradicts Toyotas own service manual for this vehicle, with the exception of camber (***************************************************). 
  

  Hypothetically, if what Toyota South is saying was true, then I received a 2 wheel alignment after being advertised and charged for a 4 wheel alignment despite it being known by your staff that the vehicle was not able to be serviced for a 4 wheel alignment. As you (hopefully) know, the front end of the vehicle is made up of 2 wheels. If you only aligned the front end, that is a 2 wheel alignment, not 4. 
  

  Lastly, the incomplete alignment is still refundable, doing so would end the dispute with the credit card company. That is entirely your prerogative, however I will receive a refund either via the credit card dispute process or via your own action. 

  

  Business Response

  Date: 08/11/2023

  A alignment was performed no refund will be issued. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20370321
  
  Your own alignment report shows a 4-wheel alignment was not completed. See the bottom of your alignment report (attached to original complaint), in red lettering: One or more values are not within specification. Tire wear, handling and safety problems may result.

  I already have a refund from the credit card company. This complaint and how you are handling it is much more a reflection of the incompetence of the shop. 

  

  Business Response

  Date: 08/15/2023

  To make it clear again, the alignment was performed all four wheels had alignment equipment installed and a reading of all four tires was taken. The only way to do any type of adjustment to the rear is to replace components, adjusting the front affects the rear so a four wheel alignment was performed. The credit card company has followed through with the payment of services. 

  Customer Answer

  Date: 08/15/2023

  We can go back and forth all day. Your own alignment report shows that I did not receive a 4 wheel alignment. I did not pay for an alignment check, I paid for and did not receive an alignment on all four wheels of my vehicle. Rear toe is adjustable without any modifications which was not completed. Vehicle is still pulling to the right which was the complaint when I stated the need for an alignment and that was not corrected, which would be part of a front wheel alignment. Nonetheless how the credit card company deals with you is not my concern. The credit card company has refunded my money and has all necessary documentation. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20370321
  
  Good afternoon,

  Just so we are on the same page, you did not ask the credit card company to issue me a refund. I won the dispute after submitting documentation that proved your shop did not properly complete the alignment. 

  Also, I called the manager of the shop the day after your services and explained the situation and requested a refund which you denied which is why we are now communicating through here. You then proceeded to say on the BBB correspondence that you properly completed a 4-wheel alignment. Now you suddenly want this closed because you lost the dispute with the credit card company?

  Your business deserves the negative reputation it already has with the BBB. This complaint serves as more proof to that. Next time, either do your job properly and complete a 4-wheel alignment or refund it the FIRST time you are asked.

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

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  I bought a car and paid $11000 via check for it on Friday, May 26, I returned it the same day due to mechanical problems. ******, the sales manager, agreed to a refund in writing - I have the signed paper agreeing to the refund. The car is in your possession and has already been sold to another customer the following day. ****** stated the check was in the "vault" and was unobtainable until Tuesday, May 30th, after Memorial Day. I was informed they would get the check and write VOID on it and mail it to me on Tuesday. However, the check was cashed on Wednesday, May 31st. I called yesterday, May 31st, as soon as it was cashed to start the refund process. I still have no access or refund after 7 days. I do need this money ASAP. Please escalate this refund process and send a wire transfer as I have been more than patient. They stated a check has been processed but when I stated I will by to be up the check today, they backtracked and stated it is not accessible yet. So still no refund. The resolution is send a wire transfer ASAP to my bank account. Its Friday and the weekend will be another 2 day delay as an excuse to not send the money during non business hours in the accounting dept.Regarding 2008 Toyota Highlander

  

  Business Response

  Date: 06/02/2023

  customer wrote ********************** a personal check for a purchase of a pre-owned vehicle.  The next day after customer's purchase customer came back to the dealership with a complaint about the vehicle.  My used car manager allowed the customer out of the deal, but the personal check in question has not cleared our bank account.  We communicated to the customer that Monday the 5th of May we will have the customers check.  Company policy any personal check must clear our account before any check is given back to the customer.  

   

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

  General Manager

  Toyota South Atlanta

  Customer Answer

  Date: 06/03/2023

  I provided proof of my bank statement withdrawal and after much communication, I went to dealership and picked up my check yesterday. Thank you.   The most difficult part was not being able to talk to some one, many voicemails and emails, and was not giving any reason for delays until the 7th day.  

  

  Business Response

  Date: 06/13/2023

  Refund has been issue and customer has picked it up. 

  Customer Answer

  Date: 06/17/2023

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

• Initial Complaint

  Date:05/12/2023

  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.

  Toyota gives out reference numbers instead of solutions. Referencing a problem doesnt fix it. If you are a reference number collector, buy a Toyota youll be sure to get a reference number for your issue, but dont expect a solution to your safety problem that their failed engine causes. They dont fix safety issues their product has but youll get a reference number for sure!!

  

  Business Response

  Date: 05/12/2023

  After speaking with *************** I was able t understand her concern, she owns a 2015 Toyota Camry with ****** miles and the engine failed without notice. She contacted the manufacture (Toyota) seeking assistance on have her engine replaced and also an explanation why it failed without any notice. Toyota informed her that her vehicle warranty had expired and that it was her responsibility for the cost of repairs. *************** then request Toyota South Atlanta to assist with the cost of repairs or buy the vehicle. After finding out the cost of repairs and a purchase price from our used car department, I contacted *************** and gave her the information at this point *************** hung up the phone without a reply. The cost of repairs of any product outside of the offered warranty is the responsibility of the consumer and shouldn't be an issue requiring the BBB to be involved. 

• Initial Complaint

  Date:04/25/2023

  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.

  On 02-05-2023, I purchased a new Corolla from South Atlanta Toyota. I expressly told the finance manager that I did not want to purchase any extended warranties. The following day I noticed a ******* extended warranty had been added to the contract. I promptly cancelled the warranty 02-08-2023 but have yet to receive a refund 3 months later. I am forced to conclude that this dealership will not cancel this prepaid warranty.In addition to filing this complaint, I am contacting the the state insurance commissioner to discuss the legality of this incident and any options that *** be available to me. I am also researching options with the *******************************.

  

  Business Response

  Date: 05/12/2023

  BBB,

  
  

  ************************* our Accounting Manager spoke to Mr. ******************* and updated him on the cancellation of his products.  

  
  

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

  
  

  Customer Answer

  Date: 05/17/2023

   
  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 for your help!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/28/2023

  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.

  Re: Bad Faith ******* Toyota South Atlanta Morrow failed to cancel my extended warranty contract (service and maintenance). Finance Director completely ignored my follow-up communication regarding his submission of my cancellation.

  

  Business Response

  Date: 03/08/2023

  Customers purchased 4 additional products with there vehicle.  We submitted the proper documents to the old ownership and they processed the refund to the lien holder.  Customer should see a reflection in there balanced owed.  

  On November 6th Toyota South ******* was purchased by another dealership group, so processing the paperwork for the customer took longer than usual.

   

  
  ***************************
  General Manager

  Toyota South Atlanta

  Customer Answer

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/23/2023

  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 sent the following email to the general manager. I did not receive a response. Good morning,My name is ************************* and I currently have my 2022 Toyota Prius in your service center. From the start there has been bad communication on *************************** behalf. The estimate for my car took over three weeks. However, I was being told constantly that ***** was going to look at it on the days I called and I would have an estimate by the end of that day. This didn't happen until almost three weeks. I would follow up every 2 -3 days. She gave me excuses like my car didn't have an appointment. I did not schedule to have an accident, so how am I supposed to schedule an appointment? Next she said she was sick and she was not going outside to do an estimate. When she did finally send over the estimate she left out major parts of my car such as the hybrid system and the brake system. I also told her that the car would need an alignment because of the head on collision. I mentioned this several times. She stated she has been doing this 20 years and she is not just going to add items she doesn't think I need. She also states if she doesn't get the claim approved SHE DOES NOT GET PAID. This tells me that she is leaving out key items to get the claim approved.She received her approval and told me that my car would be ready by March 6. On Friday 2/17/23 she emails me and states the part is not in and she does not know when it will be in. I called my insurance company on 2/21/22 and informed them of the delay along with my concerns being dismissed by *****. My insurance company called ***** and we were supposed to be on three-way, but I received a single call from *****. ***** then starts to say she doesn't know why I called my insurance company and that she has been in contact with me. I told her that was false because you told my insurance company after I called them today that my car would be ready next week and that I did not receive this update until they called. ***** then said to me WHAT IS THE BIG DEAL. I told her she does not have the right to ask me what is the big deal when I am paying the car note and a rental fee weekly. I told her I have every right to call my insurance company and check on my vehicle. She then proceeded to say well you did not have an appointment and you didn't get a rental car from us. Once again who schedules an accident and my insurance company gave me a rental but because it has been so long the money ran out. She then says that she is no longer going to talk to me and that I will need to talk to her manager and HUNG UP!!!!Well *** calls me and I explain to him what happened. I did not receive an apology for *****'s actions. I was told that he would be the person I would talk to and she will email. I told him I don't want anything to do with her and in fact I do not trust my car at your facility. I do not trust that she will not do anything to my car and check the warning signals my car is displaying. At this point I feel this is just a money game for them.I would love to speak to you. I can be reached at ************.

  

  Business Response

  Date: 03/03/2023

  see attached

• Initial Complaint

  Date:01/24/2023

  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.

  Purchase disclosure. Traded in on a car that had obviously been short treated in service to cover up serious mechanical issues. The car I purchased didnt show any issues until after we spent 3 hours waiting on F&I and were on our way home. *** requested the spare key and service records on several occasions and have been denied these requests. I feel theres an ethical obligation here that is being ignored.

  

  Business Response

  Date: 02/06/2023

  The owner of the second key had a death in the family and was going to bring after the services were conduct for the departed family member. A carfax report can be provided for the vehicle due to it not being a Toyota and we don't have all access to it, just what was done in house. If anything else is needed, please let me know.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18893121
  
  I am rejecting this response because:
  
  Sincerely,
  
  M Royals

   there has been adequate time to fulfill this request.  I bought the car nearly 3 weeks ago and was promised my extra key within days of the purchase.  *** also requested my address to be corrected and have received no reply from the seller.  And although I requested the service records all I received was basically a receipt that is insufficient of my request

  

  Business Response

  Date: 02/13/2023

  All information has been provided by the Sales department. Please close.

• Initial Complaint

  Date:01/09/2023

  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.

  They sold me a defective Toyota batter and they refused to do diagnostics on the battery when I took it back to the dealership . They also refused to ho e me a refund because I had to take my car somewhere else and get a new battery. I filed a complaint with Toyota customer relations and they have been giving me the runaround and no one has called me to rectify the situation!

  

  Business Response

  Date: 01/09/2023

  When the customer came in to request a refund,  she'd already taken the vehicle to a Non-Toyota facility, brought a battery slip that we couldn't verify. I offered to exchange the bad battery since it was in the first time period for a swap. She didn't want that. I refused a refund due to her not having the vehicle towed here, which we would've paid for and could've swapped out the battery as the procedures dictate. Please close out this case.

   

  Very respectfully,

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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18707140
  
  I am rejecting this response because:

  This is a complete lie! You never wven looked at the battery or the information I told you I had. You accused me of leaving my lights on in my but you or anyone never did any diagnostics on the battery and I told you I have it with me. And still no one has contacted me as I was told so. Its interesting that they are responding so quickly now that I have filed this complaint with the BBB but nobody has called me. I am still requesting a refund for that defective battery
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/09/2023

  Our company is not changing our decision. This is our final response.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18707140
  
  I am rejecting this response because:

  They have avoided my multiple attempts to rectify this situation, this is why I an requesting a refund. Its interesting that they will reply so quickly to this BBB claim but lied about contacting me on the phone. Now they are quick to respond and say its the final decision just to ignore me and no attempts at resolution or refund. I will file another claim and or have this escalated to the next step. I am rejecting this because this offers absolutely no resolution!
  
  Sincerely,
  
  ***********************