ComplaintsforEd Martin Toyota

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a used car from EdMartin Toyota dealership on May 24,2024. Was told ** received a transfer of title no later than 6/24/24. Then I could get registration and license plates. I have yet to receive anything in the mail. have called ******* who sold me the vehicle and she said she could not help me but to reach out to ********************************* or ***********************. As of today, 7/10/ 24 I have received a call from ******** but she said she would call me back in 1/2 hr but 3 hrs later and no response. So I called *****, ********, and ******* to help expedite the title and no one is returning my call. I called the dealership and the General Manager is out of town this week and no one covers his position while he's gone. I called *************** and they have my loan but also have not received the proof of title. They said it is usually 2-4 wks. Sadly i have made a payment on a vehicle I don"t have a title for. EXTREMELY poor customer care ,satisfaction, and lack of professionalism in not returning calls. I need the title in the next week due to traveling on vacation.

  Business response

  07/12/2024

  Our admin spoke with customer yesterday. Customer resides in ********. Kentucky ******************** issued an interim temp plate. Customer is legal to drive. We reimbursed customer fee that Kentucky charges for the interim plate.
  
  Awaiting confirmation that customers title work will be sent by our third party out of state titling company to ******** this Friday. Kentucky should receive it by Wednesday of next week at which point customer will be able to go into their local county clerks office to complete the titling and registration process. Admin informed the customer that as soon as we have confirmation that the paperwork is on the way that she would call her personally.

  Customer response

  07/12/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I had a problem with my older prius, dash illuminated red triangle at times. So I called Ed Martin Toyota to see what it would cost to tell me what was wrong with it since they were basically across the street from me. They said they would charge me one hr@$160 to find out problems and it would be up to be if I wanted to repair them. They read three codes and asked me if they could replace the inverter water pump, which I okayed. They told me it would cost $453 (parts and labor) to do so. I agreed, then they called and told me to come and get my car. I showed up and the bill was over $1100 which I did pay. I then went home and closely reviewed the bill. It seems they actually charged me for $160 ($160x3) for each code they found. The odd part is the first $160 has all three noted. Then they charged $160 again for the lose battery and $160 for cluster. Which was already determined from the beginning. Which seems absurd since I wasn't repairing the gauge cluster and the other one was a loose battery connection. Which I just had a new battery installed. The problem here is being changed $320 for what they say is to tighten a battery terminal and tell me a code that had to do with the cluster needing repair or replacement, neither did I do. So I then went back over and talked with the service adviser **** along with his boss and my neighbor since my english is not so good. The service manager told my neighbor if would stop talking, he could tell us why I was overcharged for the services. The neighbor simply asked is it going to change anything on this bill and he said "no". We then left as opposed to the confrontation getting any worse. They (**** and his Service Manager) did claim I had okayed being charged for the additional $160x2 to tell me about two other codes. The invoice clearly shows all three were pulled from the very beginning. I never approved of being charged for anything more than the inverter pump replacement. They acted as if this was completely normal and why was I even questioning it because I supposedly okayed. If I had approved of it then why would I even be asking?

  Business response

  09/13/2023

  Mr. ****** brought in his 2007 Prius with a check engine light concern. ************** found 3 separate systems causing the check engine light. The technician then recommended replacing the water pump for the inverter system along with several maintenance items due to the high mileage of the vehicle. The technician also requested further diagnosis for the charging system due to low voltage codes with high voltage spikes and diagnosis for instrument cluster system due to loss of communication. Our service advisor contacted Mr. ****** and received authorization for $1,127.34. After repairing the inverter water pump the technician diagnosed the other 2 systems. He found battery cable loose and internal malfunction within the instrument cluster. The repair quote for the cluster was an additional $1,047.31 which the customer declined. The technician secured the battery cable, put the vehicle in check mode and tested the charging system again. Those codes did not come back. There was no additional fee for the charging system repair, only the original diagnostic fee that was authorized by the customer. His original authorization was for an estimate of $1,127.34 and his final bill was $1,133.99

  Customer response

  09/25/2023

  So in response to ED MARTIN TOYOTA. I only approved of the $450+ water pump job not the $1100+ they claim. I was never asked to approve of two more additional charges of $160 each for a technician to read more codes. If I was called to approved of $1100+ from the beginning I would have just picked up the car and went elsewhere. The same codes they are charging for are the same codes established with the first $160, so nothing new was obtained aside from the additional charges. I just received this letter from the BBB otherwise I would have posted a response within the allowed 7 days.  

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  So in response to ED MARTIN TOYOTA. I only approved of the $450+ water pump job not the $1100+ they claim. I was never asked to approve of two more additional charges of $160 each for a technician to read more codes. If I was called to approved of $1100+ from the beginning I would have just picked up the car and went elsewhere. The same codes they are charging for are the same codes established with the first $160, so nothing new was obtained aside from the additional charges. I just received this letter from the BBB otherwise I would have posted a response within the allowed 7 days.  

  Regards,
  

  
  ******* Abloni

  
  

  Business response

  09/26/2023

  Mr. ****** approved $1,127 with our Service Advisor over the phone. After he picked up his vehicle and paid the bill, he returned with a friend to complain about the amount. Our manager asked him, with our Advisor present, if he approved the $1,127 over the phone, he said that he did.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 8, 2020 I purchased a Toyota Camry from Ed Martin Toyota. In the ************** I also purchased Guaranteed Asset Protection (GAP) and Key Replacement Program both from their third party vendor ******. On June 13, 2023 I traded my Camry and received a "Paid in Full" letter from Toyota Financial, I contacted ****** at ************ to obtain a refund of the unused portion of my GAP and Key Replacement coverages. ****** informed me that the request for my refund has to come from Finance at Ed Martin Toyota and that the earliest ****** can begin to process my refund is August 1 provided that the dealership gets the info to them. Ed ********************** has three Finance Managers - ***, ************* none of whom answer the phone. A copy of the **** Key Contract and the paid in full letter from Toyota Financial is attached. I want them to process my request with ****** ASAP so I can get my refund soon.

  Business response

  07/19/2023

  *****,
  
  I am sorry that our finance managers did not respond to your call. Good news is: this can easily be remedied today. ***** handles our cancellations and she will reach out to you this morning. She will need proof of $0 balance on the *** loan so the refund premiums will be circumvented to you (as opposed to the lender, by default). Once she has that paper, we can process immediately and put this to rest for you.
  
  Thanks
  *************************
  General Manager
  Ed Martin Toyota
  Cell: ************

  Customer response

  07/26/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** ********************** sold me a $30k used truck. A month later, the truck completely shuts down on the highway. The entire fuel system is clogged with metal shavings...$8,500 repair. I was informed by the RAM technician that this wasn't something that happened over night. It was a long time in the making. So either ** ********************** knew about the issue and sold me the truck anyway, or they did absolutely no inspections or diagnostic checks on the truck before selling it to me. Either way, that's shady business. So naturally I contact ** ********************** and ask if they can help me out. Take the truck back...fix it...anything. The response I get is "we'll give you $20k for the truck as is, or $27k after its fixed". I didn't think you had to worry about this sort if stuff with dealerships these days, but apparently ** ********************** is the exception. Needless to say I won't be doing business with them ever again! Almost 8 months later and I finally have the truck back. ** **********************s response has been "Your truck was covered under warranty. The long lead time was due to Chrystler supply chain delays". That response speaks for itself. So...just because it was covered under warranty, makes everything ok? Forget the fact that I had to pay for a rental car for 8 months. Forget the fact that I could have been killed when the truck shut down going 70 mph on the highway. Forget the fact that they they knowingly, or neglectfully sold me a $30,000 faulty vehicle....because it was "covered under warranty"!?!?

  Business response

  01/27/2023

  ******************** bought a 2016 RAM1500 (with 122k miles) from us October 19th 2021.
  
  ******************** stated that we either did not inspect the truck or we knew that there was an underlaying issue before ********** to him. To address both concerns; we did an inspection and performed $1,612 in total parts/labor on that RAM1500 on 9/3/2021.  With that said, my technician would have had no way to notice the said issue that ******************** started experiencing for the first time 30-days post-sale. Attached is RO ******, showing our completed inspection.
  
  With those points stated, this matter was brought to our attention for the first time nearly 7-months (May 13th 2022) after the truck was purchased. ******************** did buy an extended warranty from us that covered the new transmission, but the delay was not fault of Ed Martin Toyota, it was that the Mopar parts were on back ordered at that time. I understand that the rental expense capped-out at some point before the part came in, but ******************** never called me to ask for assistance. Instead, he went directly to ****** to write a 1-start review. Mc. ******** repeated the inaccurate statements on that review that we did not inspect the car and/or intentionally sold him a vehicle we knowing was defective. Both statements are untrue.
  
  ******************** is requesting we purchase the vehicle back today (January 27th, 2023 for $27,000 because thats the value we offered him for the vehicle on May 20th 2022 (in fixed condition) [$1,734 less than the $28,734 he paid on 10/129/2021]. Not hearing from a customer for ******** since our offer, is not an acceptable timeline to he held to any offer. When an offer is made, it is held for 7-days, in this case Mr. ********* offer was 252 days ago, which cannot be honored today.
  
  Thanks
  *************************
  General Manager
  Ed Martin Toyota
  Cell: 317-385-9572hy here...

  Customer response

  01/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The statements made by Ed ************************ own General Manager in paragraph one are utterly and completely false.  I made no claims prior to purchasing the truck.  It was my impression, that the truck had been through the proper inspections and I was buying a sound vehicle.  Furthermore, the truck did NOT have 122k mikes on it.  It had 117k miles on it. How could Ed ********************** inspect, or make any repairs on the truck "prior to purchasing", if I didn't make the claim until the truck had broken down, 30 days later???  Not only is the general manager of an extremely large and well known Toyota dealer making false claims in efforts to cover their tracks, but the document he attached isn't even for my truck.  If this was a legal matter, that would be a crime!

  
  

  After the truck had broken down, it was immediately towed to the nearest RAM dealership.  It was only then that I had learned of the extensive damage, repair, That is when I contacted Ed **********************, hoping for some sort of assistance, at which time they made me the offer of $27,000 to purchase the vehicle once it was repaired.  The repair did take 8 months, mainly due to supply chain issues.  8 months that I had to pay for a rental vehicle.  The truck has now been repaired.  I immediately notified Ed **********************, and received no reply, at which time I filed my complaint here with the BBB.  So now that I have their attention, and have exposed their business practices, they are supplying false dates, making false statements, and supplying documents that are for a completely different truck, in efforts to dishonor their offer to buy back the truck, and cover up their wrong doings.

  
  

  The issue here is simple guys.  These are the types of business dealings and customer service that you would expect from a small corner "buy here pay here" type dealer.  People go to dealerships like Ed ********************** to avoid this very issue.  We expect that the proper inspections and repairs have been made and that we are buying a sound used vehicle.  That did NOT happen here.  The Chrysler technician who worked on the truck ENSURED me, that the entire fuel system being clogged with metal shavings is a condition that took place over several months, if not years, and that a single diagnostic check would have most definitely revealed abnormal fuel pressures and flow rates.  So that tells us, that if Ed ********************** didn't even take the time to do a diagnostic check, then they didn't take the time to do any physical inspections either.  Most likely an auction purchase that they plopped on their lot at a huge markup.

  
  Regards,
  
  *******************************
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We took my husbands car in to get the transmission and radio replaced. All repairs were covered under warranty. At first they were trying to make us pay $1200 over what the warranty department approved for the repairs. The next day they said they made a mistake and we now only owe $200 and some change. We eventually got them to see that we should not be charged more than our $50 deductible and they charged us $20 disposal fee for transmission fluid - so we got the price down to $70 total with the rest being covered by our warranty. We paid these fees and retrieved the car and thought that was the end of having to deal with them. Well, they decided to send us a bill for $200+ for something that supposedly wasnt covered by our warranty and this was done AFTER we had already paid for and picked up our car. This is confusing to me because they shouldve never fixed our car without getting approval for the ENTIRE repair in the first place. When we paid our $70 and got our car back with the completed repair we thought that was the end of this transaction. There is no reason we should be getting a bill in the mail for $200 and having people calling our home trying to collect money. To resolve this I would like for them to clear the NEW charges ($200+) they added to our account AFTER we paid for and retrieved our car from them, and I would like this in writing. I would also like to have a complete print out of what we had repaired and what was paid for by us and our warranty company in writing for our records.

  Business response

  12/22/2022

  Please accept our apologies. There was a miscommunication between your *********************** and our advisor. We have spoken to them and made the appropriate corrections. Your bill is paid in full and the account is closed.

  Customer response

  12/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. My husband will be contacting them for written confirmation that our bill is paid in full and our account is closed. 
  
  
  

  Regards,

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

*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. ↩