ComplaintsforNalley Toyota of Roswell

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent two letters to Nalley Toyota of Roswell to inform them of my revocation of power of attorney that I gave to them when I signed for the Toyota corolla purchase. In both letters, I asked for acknowledgement of the revocation. I have not received that acknowledgement yet. The first letter was received by them on April 12th which was sent by certified mail. The second one was received by them on May 25th. I sent the second letter certified mail with return receipt. The return receipt was sent back to me with the understanding that it was received.

  

  Business response

  07/17/2024

  Thank you for the opportunity to respond.  Our guest purchased a 2024 Toyota Corolla on or about March 17, 2024, and, as part of that purchase, executed a ****************** of ******* Title Application and ****************** of ******* ************* of *************** Promptly after the guest completed the purchase, our dealership forwarded the executed Title Application and ************* of ******** to the ********** of *******, which then issued a title to the 2024 Toyota Corolla in the guests name.  

   

  Thus, the ****************** of ******* has the referenced ************* of ********, not our dealership.  We refer the guest to the ************* of ********, which states that the guest must notify the ****************** of ******* in writing if she wishes to revoke the ************* of *************** 

   

  Please let us know if you have any further questions.

   

  Customer response

  07/17/2024

   
  Complaint: 21860903
  
  I am rejecting this response because I never authorized power of attorney to anyone but the dealership.  Please send me all documents that show who has power of attorney. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Greetings, this is not a direct complaint at anyone in particular but i am frustrated and want my vehicle looked at thoroughly at no cost to me provided with a complimentary rental car. I have been told different things at different toyota that are wrong with my car and i am on a fixed income. I am willing to drop my car off saturday morning 8/19/2023 and need a rental asap until further notice. To my knowledge and what I have been told I need two tire pressure monitor sensors on the driver front, and back passenger side along with an oil change and my concern as well is that i took my car to toyota in ****** to get some axle work done but still hear clicking when i turn the wheel. I was also told by another shop i need all four brakes and rotors replaced as soon as possible. I am tired of getting the run around and have had my car checked out at another toyota and another shop but I am spending TOO MUCH MONEY on this car just to get nothing fixed on it. I am willing to drop my car off friday evening i am willing to drop my car off late friday evening 8/18/2023 around 7pm as i am coming from hoscthon area or early saturday morning. Please keep my car at no cost to me provided with a rental and tell me what my car needs done and i need someone to work with me on pricing. Please let this be the last place i have to reach out to for help as i am on a fixed income and help an ill parent financially. I can even drop the car off and be given a rental early morning 8am this week and drive to work. Let me know how anyone can help me as i am tired of reaching out and no one can help me. I get you all are busy that is why i am wanting a rental at no cost to me. ************ please help me as i would hate to turn away and go up the chain on this one to report to the higher **** No one gets back to me as well....

  

  Business response

  08/15/2023

  Hi madam,

  It is my wish to assist you in this matter. I would first like to establish that. My wish is to make sure that we get you the outcome you desire. Our dealership receiving a negative feedback for work we have not rejected is not a very reasonable request. Also, I am not certain what you mean when you say you are going to higher **** Please feel free to speak with me directly my email is ***************************************** It would be my pleasure to assist you. 
  

  Best,

  ******

  Customer response

  08/15/2023

   
  Complaint: 20472009
  
  I am rejecting this response because:Sir is the correct gender, and Ive tried to reach out via website but no one seems to contact me. Also, Ive been told by many shops if things that are wrong with my car. I want someone to LOOK AT MY CAR, and tell me whats wrong. 
  
  Sincerely,
  
  Nic *******

  

  Business response

  08/28/2023

  Nic,

  I looked over the complaint that you placed. I have also thought through the concept that we would like to assist you. My only pause are the demands in a circumstance that we did not create nor had opportunity to diagnose. We will be direct and transparent with our evaluation of your vehicle. We will put you in loaner vehicle if deemed necessary and get work approved by you as you see fit. 

  Customer response

  08/28/2023

   
  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. My next off day is this Saturday. I would like my vehicle checked out at no charge and throughly looked at. I return to work on Tuesday. I appreciate the efforts in helping me and just want to get my car fully checked out as of now as financially my job has cut back on hours as of this week. So, I wont be able to pay for any repairs at the moment. But, the ball is in you all court. 
  
  Sincerely,
  
  Nic *******

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject : **************** On 7/20/2022 I dropped my car off at Toyota Scion of Roswell to have service on the fuel injectors. One of your service advisers; *********************** contacted me and stated the wrong part was ordered and my car would then be ready for pick up on 7/22/2022. I work close to that location and picked my car up on my way to work. As I was leaving work that night around 8pm; the cars check engine came on and I started smelling a gas odor. It did not feel safe to drive the car, so I found another way home and left the car at my job that night. The following day, I contacted *********************** and spoke about the issues, and He said to bring the car in that morning. On my way to the dealership from my job the car stalled on the road. I lifted the hood and saw gas leaking and a shop rag that was left inside my hood [ photos attached]. I contacted *********************** and He sent a tow truck to take the car back to the dealership. I paid $522 for Enterprise car rental and wasnt able to get a loaner car until 7/25/2022 and then get threaten to be charged $75 a day if I did not return the loaner car by 7/28/2022 midnight. I have used this dealership in the past, even wrote positive ****** reviews, so I am appalled about the service and treatment I have experienced during this situation that was not my fault. No one has even apologized for my inconvenience or their errors. *****************************, who said He was the service manager, was very rude and dismissive of my situation; he gave me incorrect contact information and then suggested I go online and find any other information after refusing to give cooperate contact information. I was only refunded $128 for the labor, and I do not feel that is enough due to the circumstances. I paid $501 to get my car fix and requesting a full refund on that amount.Got the email from the ** same day, Attached below.6 days have now gone by, no one have yet to reach out to me following this horrible incident.

  

  Business response

  08/08/2022

  Thank you for the opportunity to look into this situation.  At Nalley Toyota Roswell, we strive to provide an excellent guest experience with each transaction, so it is disappointing to hear that was not the case on this visit.  Our dealership has however reached out to our customer with a gesture of goodwill.  It is our understanding our customer is now satisfied. Thank you again

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 rav4 in early March. I had to call and order a car since they did not have them on the lot. I stated multiple times that I had only 2 requirements, I needed AWD and a roof rack. Bought the car, went outside and there are no roof rails on the car. The sales people didn't know that roof rails are no longer stock on the rav4, even though they told me several times it would have rails. They have tried 4 times to install the rails and crossbars, but they keep coming off the car. There are no mounting points to attach the rails so the rack can hold weight. The car only has small clips to loosely hold a cosmetic rail (for looks, cannot hold any weight). Over these 4 attempts to install a rack, they have had my car for over a month, I've only owned it for 4 months. They finally admitted to me today that my car cannot have a real rack installed on it. They refuse to take the car back or exchange it for a car that does come with a rack. On top of all this, they kept sending my car to some third party shop to have aftermarket parts installed but lied and said a Toyota tech would install Toyota parts on my car. And their communication is horrible, I've called, texted, and stopped by the dealership over a hundred times and no one will tell me what's going on with my car. This is the 4th time they've had my car to fix it, they've had my car for 14 days and they're only saying I can't have a rack but they don't have my car and won't tell me when my car will be back.

  

  Business response

  08/03/2022

  Thank you for the opportunity to respond.  At Toyota of Roswell, we strive to provide an exceptional guest experience with each transaction, so it is disappointing to hear of the details in your complaint.  However, our staff has indicated that you were aware of the fact the vehicle did not come with a roof rack, and that is why you asked for one to be put on the vehicle at the time of purchase. There was also no evidence of damage to the vehicle from the install. 

  Customer response

  08/10/2022

   
  Complaint: 17551880
  
  I am rejecting this response because:

  I was NOT made aware there were no roof rails. I purchased cross bars to put on the roof rails, but there were no rails. Nalley promised to install them all for free because they admitted they made a mistake. And there is SIGNIFICANT damage to my car as well as a dash cam video showing a nalley technician smashing my roof rack into their bay door and ripping the rack off the roof of my car. There is damage to the roof, the rack, a wheel, and the headliner of my car and I have absolute proof that nalley is responsible for all the damage. You might be able to lie on your paperwork about the car you sold me, but you can't erase my dash cam footage of your employees smashing my car.
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/30/2022

  We have reviewed the footage, and do not see any indication of damage being done. The vehicle went smoothly underneath the door as it opened. We respectfully consider this matter closed. 

  Customer response

  09/02/2022

   
  Complaint: 17551880
  
  I am rejecting this response because:

  There is very clear and visible damage to the roof of my car. There is also HOURS of video footage showing the installation being done to the car, the car being damaged, and then shoddy repairs being done after the collision. There is still damage to my car and you are all liars and thieves. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Nalley Toyota of Roswell in February 2021. With my purchase, I was supposed to have some parking sensors installed for $1000 which were included in my purchase price. I was unable to get them installed in Roswell due to it being the weekend and when I spoke further with an installation location up north I did not want to have them installed by the company in ******* due to the chance of them failing or not being installed properly. I spoke multiple times with *********************** who said they would send a check to SETF (Southeast Toyota Finance) totaling the amount of the purchase but unfortunately after all this time SETF has not received any such check. I would like a copy of any check sent so that I can follow up with SETF. **** has told me that the check has been sent but SETF has no record of any check being received nor is it showing on my account.

  

  Business response

  06/24/2022

  ******, 

  Please accept our apology for the lack of timely resolution. I see that parking sensors were important feature of your car buying experience. I will definitely have a resolution for you swiftly please feel free to communicate with me directly at **************************************** or on my cell at *************. 
  

  Sincerely,

  ***************************** II

  Customer response

  07/03/2022

   
  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. The ** ***************************** sent a check to my lender for the sensor refund amount. I am waiting for it to post onto my loan account but feel ****** will take care of it regardless. Thank you for your assistance in this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today Feb 23, 2pm, I stopped by ***** Toyota of Roswell, Georgia and request a oil change service. And I have an appointment with basic oil change service. So I told the lady who service me and told her I have an appointment with oil change. So I stay at waiting room. After 2 hours, she told me finished. So I checked out and go home. She didn't give me any paper or receipt. When I go home, I get an email alert from my chase credit card. I was be charged $73.19. So I called Toyota Roswell again, the lady who picked up the phone. Told me she I was charged oil change and tire rotation. I didn't request tire rotation. She told me every 5k, the car should do the tire rotation, so they did it for me. So I was be charged the oil charge $34.99 and tire rotation $24.95. I stay at waiting room for 2 hours, no one come and confirm if I need a tire rotation. Why I have to do a tire rotation in this location? They didn't told me and did it. Why I need pay it?

  

  Business response

  03/03/2022

  Thank you for the opportunity to look into our customers concerns. At Nalley Toyota we strive to provide an excellent customer experience with each transaction, we are sadden to learn that was not the case for our customer with his recent service appointment.  Upon reviewing the documents, both the original copy of the repair order and the invoice copy of the repair order had the tire rotation quoted with price and his signature is on both copies (See attached).
  
  While we did have signed authorization from our customer to perform and charge for the tire rotation; as a gesture of goodwill we will credit the $25 back to our customer. Please reach out directly to *********************,Service Manager, at ************ for the credit. 

  Customer response

  03/07/2022

   
  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,
  
  *************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am currently going through a total loss settlement, and I have filed another complaint with the Better Business Bureau; however, I am filing this complaint against Nalley Toyota of Roswell. I was informed by the Georgia Department of Motor Vehicles that I had to reach out to the dealership and have them request a release of lien to correct my vehicle's title. When I reached out to Toyota, I was told by ******* in the Tag & Title department that she would request the release of lien from ********* Consumer USA on my behalf and submit paperwork to have the title corrected with the correct lien holder, Citizen's Bank, and then she would contact me. I tried contacting ******* for two weeks, including leaving voicemails, but I never heard from her. I eventually spoke with ******* in the Tag & Title department, who mentioned that both she and the state have been overworked, as she has been split between multiple dealerships, and the state has been backed up on corrected titles for 2 weeks. She informed me that she would submit the paperwork to correct the title, and that it would take 2 weeks. I tried contacting her, all to no avail. When I finally did get in touch with ******* 2 weeks later, she sounded as if this was the first time she was hearing about my case and mentioned that ******* had been out sick for a while and she didn't know when ******* would return, all further confirming that no one has been working on my case. It is only after I told ******* that I planned on making a complaint to the Better Business Bureau for the lack of concern and communication that she then contacted the relevant parties to get my title documents out of storage, and she informed me that she needed to have Chevrolet make corrections to the release of lien before submitting for the title corrections. She mentioned that the title corrections in all may take 4 weeks, but it will take an indefinite amount of time for my vehicle purchase and registration files to come out of storage.

  

  Business response

  11/17/2021

  Business Response /* (1000, 8, 2021/11/08) */ Thank you, we have been in contact with the customer and are working diligently to resolve their concerns.

*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. ↩