ComplaintsforNalley Toyota Union City

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  the day i picked up my new car i requested the cancellation of all the extra warraties and i was told that it would take a few days to get a credit, after a couple of weeks called again and i was told that it would **** * to 8 weeks, now it has been 3 months since then and i have not received a credit on my account or an explanation of the delay, dealer keeps saying i should receive the credit any day now, the request for the cancellacion was done on May 27th, 2024 and for the amount of around $6,000.00.i have attached a copy of the store cancellation form, signed on May 27, 2024

  

  Business response

  09/09/2024

  Mr. *****,

  I have been corresponding via e-mail with you and unfortunately the form initially utilized for cancellations was incorrect and this was corrected and completed on September 2, 2024. I apologize for the inconvenience, but we have corrected the issue and filed for cancellation from the date of the original inquiry. I will correspond once the refund has been issued.

  Thank you,

  ***** ****

  General Manager

  Customer response

  09/14/2024

  i am very please with the response from ***** Toyota but i would like to know now how long will it take to get the refund fully processed and credited.

  

  Business response

  09/18/2024

  Mr. ***** the check has been processed and I have included a copy of the ***** tracking information being refunded to SETF. (7786 3866 2023)

  Again, I apologize for the delay but as soon as I was made aware we expedited the payment. If you have any additional questions or concerns, please do not hesitate to reach out to me directly.

  Thank you,

  ***** **** (General Manager)

  Customer response

  09/24/2024

   
  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

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Summary:I am filing this complaint due to an unresolved issue with Toyota Nalley regarding a promised refund for a 2025 Toyota Camry XSE.Details of the Complaint:On the scheduled delivery date, I discovered a visible dent on the fuel tank cap of the 2025 Toyota Camry XSE I intended to purchase. I immediately reported this to the dealer and requested that the issue be fixed before proceeding with the down payment and contract.The dealer insisted that I sign the contract and purchase the car that day, suggesting I take it and return it within three days for repair by a third-party service. Otherwise, this car would be sold to another customer. I declined and requested a $1000 reserve fee, which the dealer agreed to refund within seven days if I chose not to buy the car.Ultimately, I decided not to purchase the dented Camry because I wanted a new car in perfect condition, not one with flaws. Instead, I purchased a ***** Accord Hybrid from ***** Nalley on the same day.It has now been more than thirteen days, and I have yet to receive the promised refund from Toyota Nalley. I have evidence of the payment and a signed message from the salesperson, *********, confirming that the refund would be processed to my credit card.Despite several follow-ups, the refund has not been issued. On August 16, I visited the dealership, and *****'s manager implied that because I did not purchase their car, they had no intention of processing my refund.This experience has severely damaged my trust in Toyota Nalley's business practices. I am seeking the immediate processing of the $1000 refund and request BBB assistance in resolving this matter.

  

  Business response

  08/19/2024

  Mr. Kruapong,

  We apologize for the inconvenience but when a car is pre-ordered, or a special order has been placed our policy on deposits are that they are nonrefundable. I do understand your frustration and because of the promise of our salesperson your refund was issued back to your credit card at 12:11pm on 08/19/2024. Thank you for your patience and understanding.

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

  General Manager

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/17/2024 my Toyota Camry was brought in for services Tire rotation , alignment and oil change. The vehicle was picked up same day and upon driving the vehicle i noticed the tire had not been rotated and no alignment was done. I called the dealership to speak to ******* or ***** the manager and weeks later they have ignored me and not tried to fix the issue. Please issue a refund

  

  Business response

  08/05/2024

  We apologize for any inconvenience. Funds have been refunded.

  Thank you,

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

  General Manager

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 06, 2024, me and my wife visited Nalley Toyota Union City to take a look at a used red 2024 Toyota Sequoia. On the way there, the vehicle was sold but no one reached out to me in order to let me know. We found out the vehicle was sold when we got there, our sale representative **** said he spoke with his sale manager and they can work up a deal for us, for a new red 2024 Toyota Sequoia exactly like how the used one we were there to take a look at that was sold, except that it will come with ****************** instead of benches. They found us one and we work out a price that both me and my wife agreed to buy. They said it will take a month or so for the vehicle to arrive at the dealership and we need to put a deposit of $2000 for them to hold the vehicle for us. We initialed the vehicle specs and price cost sheet, agreeing that the vehicle is equipped with what we are looking for and that we agree to buying it for the agreed price and that we put down the $2000 deposit for it. Not once was we told that the deposit was non-refundable nor did we signed any paperwork's that stated that the deposit was non-refundable, we even asked if anything come up can we back out of it and **** said yes. On July 26, 2024 I was told the vehicle has arrived, but due to unexpected circumstance we were unable to move forward with the purchase. I reached out to **** to let him know of my current situation, that's when I was told by **** that the deposit was non-refundable, I ask him to speak to his sale manger and GM on my behalf to see if I can get my deposit back. After many calls from me and 4 hours later after they closed before he called me back saying that he spoke with his managers and they both said the deposit was non-refundable. I told him to let him managers know that on Monday, I'll reach out to JAG to pursue legal lawsuit and hung up.

  

  Business response

  07/30/2024

  ************,

  I apologize for the inconvenience; I have instructed my managers to refund you your deposit. Unfortunately, when a vehicle is ordered it is explained that any deposit is nonrefundable but evidently this was not relayed to you, and I do not see a signed deposit slip in your paperwork. This will be refunded immediately.

  Thank you,

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

  General Manager

  Customer response

  08/01/2024

   
  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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March-2nd of this year, I had my car service taken care of, at the Toyota Union City location, as always. Once again, the instructions that I gave, with the service request were not followed. Additionally, my steering wheel cover got damaged.1st) again, incorrect billing. I advised that I have the extended warranty, which got disregarded and an higher invoice issued. I invested once again time unnecessary, to have that resolved. 2nd) instructed to follow the Toyota manufacture guidelines as I've done 4 times before. My instruction as well as the Toyota manufacture guidelines were ignored. My tire pressure sensor came on 4 times.... bad work. 3rd) on top of all, my steering wheel sport cover got damaged.

  

  Business response

  03/22/2024

  ************,

  I apologize for the negative experience you received upon your most recent visit, we as a store and company work very hard to make sure all our guest are provided a professional and positive experience. 

  I have instructed my service manager ************** to reach out and address your concerns and from my correspondence, it seems you are satisfied with the resolution. Please fill free to reach out to me directly if you have any additional questions or concerns.

  Thank you for allowing us to service your vehicle and your continued loyalty.

  ******************* (General Manager)

  Customer response

  03/22/2024

   
  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

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March-2nd I had another car service at Toyota/ Union City **. Once again the following issues came up, although, I clearly instructed about those in my service appointment request.* incorrect billing. It was again not verified, prior issuing the invoice, if I already have an extended warranty. Bad service.* the service technician again failed to follow Toyotas instruction regarding the tire pressure as work had to be done, with the tires. The tire pressure warning light came on 5 TIMES.* first time, my sport steering wheel add-on was damaged/ scratched.On March-7th I wrote Toyota/ Union an email, seeking options - no response at all.On March-10 I filed the service request with 2 Stars and explained why - also no response

  

  Business response

  03/23/2024

  ************ has been contacted regarding his complaints. This is a second complaint about the same issue that has been resolved.

  Thank you,

  ******************* (General Manager)

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reserved a vehicle from Nalley on February 5 **** with a $1000 deposit for me to pick up from out of state on the 14th of February. I received a text message on the 13th of February stating that they had traded my reserved car to another dealer to sell. On the 11th of February I had contacted my sales person to make sure everything was good to go for pick up on the 14th and he replied all ready to go. I found out on the 13th that the vehicle was actually traded on the 9th of February. Being that this was an out of state purchase I had already purchased plane tickets to Atlanta to pick up the vehicle I had also sold my car on the 11th anticipating to pick up on the 14th. The response from the dealer was very poor and the had no solution other than we can give you your deposit back this was only after several phone calls with the upper management. Nalley made no effort to rectify the situation by going out of their way to find a replacement. Very poor customer service and communication when things arent going their way. I have not received the deposit refund or airline ticket refund as of today.

  

  Business response

  02/15/2024

  ****************,

  The salesperson and Manager made a mistake and dealer traded the vehicle you requested. The intent was not to put the store in a position to not sell a car. We have processed your refund and since it has not been 24 hours, I am hoping it will hit your account shortly. The refund of your flight is being processed and should arrive in the mail within 5-7 business days. As you know the car you requested was not a common color and was not easily obtained.        We can only offer our apologizes at this point.

  Sincerely,

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

  General Manager

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recall on vehicle, but loaner vehicle not available. I was told a loaner vehicle would not be available but Lyft credits can be applied. I was originally informed my vehicle would be available the next business day. Now we are headed towards day (3) three. They stated the part is on back order and are unable to provide a loaner vehicle. I don't think its right to have my vehicle and offer me Lyft credits instead of another means of transportation. My work hours vary and I have other things I enjoy doing, I shouldnt be limited because parts are not available.

  

  Business response

  01/18/2024

  ************************,

  Unfortunately, we have limited availability in our loaner fleet, and we are offering Lyft credits and reimbursements for customers inconvenienced at this time. The national back order regarding your part is an issue that we cannot control but we will do everything possible to expedite your vehicle once the parts arrive. Loaners are offered as a courtesy and not a requirement provided by our dealership. Please fill free to reach out to my service director ********************************** or to be directly. 

  Thank you,

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car in December 2022 and they made make **** down payment with credit score being 774 and ***** the sale states help get me approve for my loan.But on researching never should paid. That ************************************************************************************************** packages. They cleaned and looks even worse. Call the ** of the store but was out of the office.

  

  Business response

  07/19/2023

   

  ***************************** was contacted, and her Warranty purchase is in the process of being reimbursed. We understand that she was not satisfied with the product so it will be refunded.

  Thank you,

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

  General Manager

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, February 4, 2023, I took my 2013 Toyota Highlander to be serviced for an oil change at Nalley Toyota in Union City, **. A few days later, I noticed oil spots in my driveway which was unusual. Then after parking the car for over 24 hours, I noticed a huge oil spot after backing out. I drove the car to work and smelled a burning oil smell, then my light came on for me to check my oil levels. When I lifted the hood, there was not an oil cap in place and oil was every where under the hood. I went to the auto parts store and purchased 5 gallons of oil and an oil cap. Needless to say, I have had this vehicle for about 1 month now. I just made my first car payment in February. The service department at Nalley Toyota did a poor job in making sure that my vehicle was returned to me in the condition that it was given to them. I am highly disappointed and angry that this dealership would jeopardize the integrity of my vehicle by being so negligent. I am requesting to be refunded for the oil change, the new oil cap, the oil and they need to clean the oil from under the hood of my car as well as inspect under the hood for any possible damages due to their negligence. I have uploaded two pictures for your reference. Please advise.

  

  Business response

  03/15/2023

  I contacted a representative for ************** at his home at 12:15pm on 03/15/2023 and the situation has been rectified by my service department and I apologized for his inconvenience and left my name and number to respond if he has any further problems.

*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. ↩