Complaints

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:08/12/2024

  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 3/17/22 I purchased a 2016 Toyota Highlander. Vehicle was supposed to be a certified used vehicle. Ever since it was purchased it has broke down 6 times as of 8/12/24. We have been left stranded all 6 times . Car has been having the issue that the dealer cannot seem to repair. We have informed the dealership ever since the second time the vehicle broke down , that we would like to be placed on a different vehicle of the same value or for our money to be returned but they seem to not care and everything falls on deaf ears. I have contacted Toyota Corporate in the past and all that the dealer does is just replace parts and hope it doesnt break down again. My warranty will expire soon and I shouldnt and do not want to pay for repairs on a vehicle that was sold to me defective since the sale date.Purchase date: 3/17/22 1st break down : 7/05/22 2nd break down: 12/08/22 3rd break down: 3/17/23 4rth break down: 5/16/23 5th break down: 5/26/23 6th break down: 8/12/24 All electrical issues. Break downs have been in very dangerous situations as they are random. SUV just shuts down and locks, making you unable to control steering, brake system or any electrical components. I have the documents of all previous work they have performed with absolutely no good outcome. It has currently been towed back to them and we are waiting to see what the conclusion will be of their mechanics findings. I would like to be removed from this vehicle as it is a safety hazard that has put my family and myself in danger multiple times.

  Business Response

  Date: 08/13/2024

  The mentioned vehicle was purchased March 17th,2022.  The vehicle was purchased as used and not a Toyota Certified vehicle as the complainant stated.  We do offer a 3 month ***** mile warranty on all used vehicles.  The customer did purchase a Gold 3 year or ****** mile warranty from the purchase date.  The vehicle did return July 12, 2022 needing a new alternator that was not covered under warranty.  The vehicle was towed back December 9, 2022 with a separate issue of a blown fuse.  A third problem occurred not related to the first two on March 20th,2023 and needed a fuel pump.  The fuel pump was replaced.  The vehicle returned June 3, **************************************** the box causing a similar fuel pump issue.  We have not seen the car since this date.  We are unsure if other mechanics or work has been done to the vehicle. 
  
  We have offered to try and help the customer trade out of the vehicle on several occasions.  The customer is disinterested in this.  At this time there is no refund for use.  The customers warranty allows repairs to be performed at any Toyota dealer if they feel the our repairs are not correcting the issue. All repairs that have been performed have corrected the problem and the vehicle runs and drives for an extended period of time.  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22132547
  
  I am rejecting this response because: 
  Dealership has not offered any solution other than replacing parts. No other offer or solution to this ongoing issue has been expressed on behalf of the business. At the moment the vehicle is at the dealership with a bad computer which is all connected to every repair made by this dealer. The issue has by the vehicle is electrical and if they have not been able to fix it in 2 years what guarantee is there that it will be repaired properly at all. General manager of this location lacks integrity and refuses to take responsibility of selling a defective vehicle at the cost of a customer. I have never missed a payment and my only complain is to get the car that I am paying for which should be a reliable car not a death cage. The gentleman mentioned above refuses to understand that this vehicle is and has been an unsafe vehicle ever since the above dates that him himself has mentioned. It is a fatal accident waiting to happen. At this point if something major like this were to happen it would fall on the dealership and or the mentioned general manager for the refusal to provide us with the vehicle that we deserve and are paying for. Our issue is not paying. Our issue is getting what we believed we were buying from a respectable dealership that Toyota claims to be. It is ridiculous to think that I the customer, would have to trade this vehicle in and take such a huge financial loss and start all over again from zero. I have invested almost $20,000 at this point for this vehicle that should be put out of commission for the safety of myself, my family and others. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/14/2024

  As previously started, the vehicle had a Toyota backed warranty and can be serviced at any Toyota dealer nationwide.  The customer continues to bring the car to our location, while at the same time, stating he does not feel we are compliant to repair his vehicle correctly.  The problems occurring are different every time.  We have offered to try and trade the customer out and into a newer vehicle.  The customer has threatened to take legal action if we do not meet his demand of full repayment is not met.  We have forwarded all materials to our legal department and await his counsels correspondence.  

• Initial Complaint

  Date:06/27/2023

  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 December 2016, I bought a 2015 Toyota Prius at Victory Toyota Midtown, ****************************** had to have a new catalytic converter installed to pass the emission test to renew my ******** license plates because mine was stolen (police report JF-******) . It has been in the dealer's lot now for nine (9) months and I am told that they do not have the part, for whatever reason. I am also paying for the insurance in the meantime while my car is at the dealer's lot. I desperately need my car for many important reasons but I have NO car and I am a senior citizen.Will you please help me as soon as you can? Thank you, *****************************

  Business Response

  Date: 06/28/2023

  Due to the high amount of crime the city is experiencing and the value of this item there is a national back order (and had been for more than a year now).  We currently have many customers in the same predicament and can not complete the repair until we are supplied the part.  Many customers have chosen to trade the vehicle in and purchase a new vehicle.  Unfortunately, this matter is out of the dealers control and we are at the mercy of the distribution of the parts.  They are ordered and distributed on a first come first serve basis.  The part requires several precious metals and production is there by limited by the supply of those metals.  Again, the dealer has no control over the production of the part and can not complete the repair without the correct parts.  

  Customer Answer

  Date: 07/10/2023

   
  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. The case was settled as of now.  Toyota finally got me a catalytic converter.  Yeas, after NINE long months and without a car and had to pay the car insurance while my car was in their possession and responsibility.  No more Victory Midtown Toyota.  Thank you.
  *****************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/17/2023

  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.

  In mid March 2023, I purchased a new 2023 Toyota Corolla, hybrid LE from Victory Toyota of Midtown. After driving it home for one hour, I was having back and neck pain. The car was not a good fit for me. I called the very next morning, and I tried to return it with only 150 miles on the car.The salesman said he couldn't do anything, so he passed me on to Lane, the *** **** offered me $6300 less than I paid for it; clearly an unreasonable offer.I called the corporate office, and they told me the *** would call me back and take care of me. After avoiding me for four days, I finally got a hold of victory Toyota and the same ridiculous deal was on the table.I had to go all the way to *******, *********, where they gave me a more reasonable deal, giving me $2500 less than I paid for it.The GM, Lane, failed. Obviously, I will never return there again.

  Business Response

  Date: 05/17/2023

  We do not have a return policy.  The customer did not understand that a titled vehicle does not qualify for the incentivizes from the manufacture and thus lowers the value.  We made several attempts to trade him into another vehicle.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20071887
  
  I am rejecting this response because:

   

  first, this dealership did not offer a fair trade in value. The only trade in offered was $6300 less than I paid for the car. This is unreasonable and unfair.
  

  If what the dealer is saying is true, that they were unable to do anything, why were other dealers offering me significantly more than they did? This car is a hot commodity, and they easily couldve sold it for a lot of money. 
  I wasnt just looking to get my money back for no reason. I was actually having back pain and neck pain. Apparently this dealer ship has no concern for the welfare of their customers.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/29/2023

  We do not offer returns nor do we have an sort of exchange policy.  The Consumer negotiated his best deal after test driving the vehicle and determining it would suit his needs.  The consumer claim of "lack of comfort" does not in any way obligate the dealership to any further actions.  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20071887
  
  I am rejecting this response because:
  Excuse me, Midtown, Victory Toyota. Lack of comfort is one thing, but pain from driving a car is another. And if you think a five minute test drive is adequate enough to figure out if a car seat causes a person pain to their neck and back, I think that is absurd.
  and if you wont let me return the car because I am experiencing great pain, then your business ethics are misguided.

  I had to go to an unknown dealership in another state to get a reasonable offer for the car. They gave me $4000 more than you were going to give me. If you wouldve offered me something reasonable for the car, I wouldve taken it. And if you wouldve give me a refund, I was going to buy a Camry hybrid from you. You would have gained the money back.

  Now I have to go and give you a bad review on every website possible. And now, instead of a few thousand that you wouldve lost by giving me a refund, thousands of people will reject your dealership, and you will lose much more in sales. Very foolish!

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

• Initial Complaint

  Date:08/01/2022

  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.

  In May of 2022, my vehicle was sold back to the dealer Victory Toyota. On July 18, 2022, I requested several documents that as of today I have not been sent to me. On 7/29/2022 I call and spoke with ***** that told me that he didnt have access and did not know. The underwriter person was not there, but he did not give me a name or number to contact instead he referred me back to the warranty depart because there was some discrepancy about two warranty issues and one of them was canceled. I try to ask further questions, but his answer was that he did not know. I will get to my point, not once they verify who I was, and why I was calling. No one ask or care to verify who I was or my information to make sure they were talking to the right person. I did not come to the dealer and I did not ask victory Toyota to buy my car. I sent my car in for maintenance. I did not sign any paperwork nor provided any of my information. I was deprived of the correct information and treatment as a customer. Their obligation is to reach out to me and talk to me. It was my name in the paperwork and contract. Under bad faith and unfair dealing, this was done behind my back. This is negligence and they were careless in the circumstance I am in. it is outside my control because I trusted the dealer will do their due diligence and question the person's motive.

  Business Response

  Date: 08/13/2022

  The party making this complaint is currently beginning a divorce from a salesperson who is currently employed at the dealership.  I have been in direct contact with her via text.  On July 21st I texted ******* to make sure she had received the information she was looking for.  I did get a response that she had the documentation and that her questions were answered.  We have also emailed all copies of the paperwork as requested.  We have also sent these copies via certified mail.  The complaint has also been at the dealership more than 10 times since the vehicle was sold back and no questions arose.  It appears these complaints are more in a personal nature.   

  Customer Answer

  Date: 08/21/2022

  It is to my understanding that the person in question ************************************* just filled for a divorce this past week after me filling the complaint and reporting this practice since his boss was aware and have let him continue doing this type of fraud practice under his management. I request an investigation so your office could see that this is not personal and they are *** other people involve. It is fraud and he did not had my authorization and i did not sign those paper work and everyone in the office help him this sound to me more like "organize crime". After looking more into it. This office should be responsible and protect all the people social security number , ID's (driver license or personal ) information that his employees are exposed and they have in their personal devices like cells phone  and computers , check stubs , bills that this office continue to let this people that uses their services think that they are safe but it is breaking the law everyday and me for speaking out they are retaliating against and being abuse. I directly send the letter to his manager by email because it was the right thing to do but instead he advised him to cover himself and the company to file for a divorced  instead of doing and investigation. ******* have a criminal record and spend many years in jail that i was not aware before even my interaction with him but this office was aware of his record and still let him have his customers send him all personal information to his personal cell phone and email. An investigation is all i am asking for not for management to cover their tracks and lie. I am pretty sure after his respond they will try to cover their tracks. 
  Complaint: 17651227
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

   

   

  Business Response

  Date: 08/25/2022

  This is a personal matter that needs to be handled in Civil court.  The documents were provided multiple times, in a timely fashion, after each request.  There was no malice on the part of the dealership.   

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17651227
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************