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:Sales and Advertising 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.

  Date: 08/08/2024 Transaction: Leasing of an Electronic Vehicle through Toyota Description: I was looking for a bigger vehicle for me to put my newborn in. Toyota was running a lease special for 10,500 in lease cash which would help cover my negative equity on my car. Explained to dealer that I did not want to pay more monthly for this vehicle than my current vehicle expenses ($591 for car payment and approx. $350 in gas). salesmen AND sales manager both assured me that obtaining this vehicle would not cost more but would save me money. I told them I needed something bigger for my daughter, and I had NO plans of installing a car charger at home due to availability and cost. I planned on public charging. They again assured me that no matter how I charged it , it would be the same price and would be cheaper no matter what I did, public or home charging. I was very hesitant to do this as the monthly payment was $850 a month for this vehicle, yet the salesman manipulated me and continued to lie to me about the charging costs and continued to say that "this is what you need for your daughter, this will help you". Seeing as the options were very limited for me to do anything I trusted and believed what they were telling me. I had no other choice in my eyes and they NEVER offered me anything else. This was the worst mistake I ever made was trusting them. When I drove back home, and went to a public charging station, I found that it was MORE expensive to charge this vehicle than it was to put gas in my other car. I called the dealership the next morning to explain my discoveries as well as ask about their return or exchange policy. They informed me they would not take the vehicle back no matter what, nor undo the transaction. I explained to the manager that his salesmen had lied over and over again to myself and wife about this, and he essentially said that I was stupid for signing my name on the line without all the facts. I told them what I was looking for and they lied.

  

  Business Response

  Date: 08/15/2024

  *** ***** reached out to our dealership prior to coming in as he already had this specific vehicle in his sights. There was no availability in his area so he came to us seeking relief from the negative equity he had in his current vehicle. These vehicles are similar in cabin size and that information is readily available.  The idea that anything was forced is far fetched as the customer must agree and sign all forms before financing is available, and most of this was done prior to being in our dealership i.e. credit checks, vehicle details, lease credit options, etc. The payment we reached was $824 a month and at the end of the lease there will be no negative equity in his vehicle solving the problem he expressed. As for charging costs, home or public, the customer will be responsible for and will most likely see fluctuation the same as fuel costs. We feel that we acted in a business forward manner and regret any miscommunications, but do not agree with the accusations in the complaint. 

   

   

• Initial Complaint

  Date:06/11/2024

  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.

  see Attached document

  

  Business Response

  Date: 06/17/2024

  **** *****,

  As we are sympathetic to the situation with your vehicle, our Bargain Row sales are final with no warranty, and the warranty disclosure that you signed at the time of purchase is attached as well as the ****** report that was provided. We don't currently promote or honor a 30-day dealership warranty, so we apologize for any confusion in that aspect. *** is a top salesman with a tremendous reputation and does not recall a conversation about the vehicle issue, and there is no history of you bringing it back to us to address any issues you had encountered. Unfortunately, as all the diagnosis and repair were done at another garage there is no way for us corroborate any of the details. 

   

• Initial Complaint

  Date:06/21/2023

  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.

  Car (bought new) started making a strange whistling noise. Dealer first tries to state its just the sounds of the car. I test and show them that other same model cars don't make that noise then point out that the spoiler is wavy and warped (see photos). Dealer now acknowledges it is an issue, but looks at it and says it must have been an issue with "solar convergence". When observing the photos, you can see the warped part is directly on top of the car and on the decklid spoiler. If solar convergence occurred from a window then it would have hit at one angle melting one side of the spoiler or the other, not evenly across. When asked about how that could happen they stated "well we don't really know, but it had to be that". Dealer refuses to repair car that is within 36k warranty. (Car has 15k on odometer and was less than a year old at the beginning of issue)

  

  Business Response

  Date: 06/21/2023

  The customer brought vehicle in regarding whistling noise. The customer at one point told his sales rep that he put duct tape on the spoiler and it stopped the whistling noise. The sales person did not believe that the spoiler had anything to do with the noise and the customer wsa placed with the service department to further analyze. Upon testing it in our service department the service advisor concluded that the noise the customer was claiming to hear was just road noise. The service advisor even compared the customer's vehicle with one that was on our lot @ the time which did in fact sound exactly the same. The customer was advised that it was just road noise and was normal in comparison to others of that same model. 

  There was a task case created regarding the body of the vehicle and an FTS (field technical specialist) from Toyota came to the dealership to assess the customer's vehicle for the complaints regarding the body and  while the tech spent the day with the service manager assessing the body, the customer was provided a one day rental so as not to inconvenience their need for transportation. The end result from the FTS representative was that it had to be a result of solar convergence, meaning the customer parks or has parked near something that reflects the sun and created a significant amount of heat that had projected onto he vehicle (such as a hot metal from garage or other building etc.) and resulted in the warping of the body in areas the customer was complaining of. All of the proper channels were taken in assessing the concerns of the customer, and with the Field Tech Specialists' analysis, the conclusion was that it was not a manufacturing issue and nothing further that we can offer or do about it for the customer. 

• Initial Complaint

  Date:04/27/2023

  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.

  On 4/24/23 I had a scheduled appt for a transmission fluid change and change a stud on the right front passenger tire. The appt was at 3:30pm. As I sat for my appt in the waiting room I was greeted with the manager of the service manager, ***** ************ He stated the truck was hit from driving it and it would be better to cool off. I opted for having the truck to stay overnight if needed. He said perfect and I left. 4/25 at 2:30pm I had a vcml stating the truck was ready for pickup. I paid for the service and attempted to leave the dealership. Upon exiting the parking lot my abs brakes were interfering and would not stop. I drove a half mile down the road to troubleshoot initially. When I realized it was a problem that was not going to fix itself, I pulled into an alternate dealership to assess. They came to the conclusion the sensor was damaged. I called the Toyota service department back and they left at 5:00pm the rep stated I could try to get it back and drop the truck off and leave the key in the box. On 4/26/23 - at 8:30 am I received a vcml that the service department didn’t know why the truck was sitting there. After a call back they stated the problem was like that when I brought it in. They would not fix it unless I paid for it. My prior service on brakes at this dealership also influenced me to buy 2 wheel speed sensors. They couldn’t use the old ones. The service department refused to give me an alternate name in their chain of command when I asked.

  

  Business Response

  Date: 04/28/2023

  Customer brought the truck in at 394,165 miles and upon arrival, every light on the dash was on in her vehicle (ABS, 4-WD, Check Engine, and Tire Pressure light). The customer brought the vehicle in for transmission service, which was performed as requested. The service manager and advisors who drove the vehicle noticed the issues with the brakes upon receiving the vehicle for its transmission servicing. The customer was made aware that anything wrong with the vehicle was not anything we were responsible for outside of the transmission servicing and that we would not fix the additional issues free of charge. Should the customer choose to pay for labor to have the additional work done, we would be more than happy to put it in our shop, but we would not be doing any maintenance or repairs for free. The customer has since cleaned out her vehicle and left it at our dealership since  4/25/2023 with no contact on intentions to retrieve the vehicle or to initiate a service appointment to have it worked on. At this point the customer has abandoned the vehicle on our lot and has had no contact on intentions on how to proceed. 

  Customer Answer

  Date: 04/30/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The lights on the dash had nothing to do with the brakes not working. The lights on the dash have been blinking well over a year. If all the lights were blinking that would mean to tell me my oil doesn’t work? Etc. which it does. I drove that truck to get an oil change 2 days prior and days prior when I received new tires for the truck. The truck is serviced as needed regardless of the mileage shown. It was mentioned by the dealership I have an extensive history of service for maintenance. At no time was the brake issue mentioned to me upon receipt of the truck. Their only concern was to leave the truck overnight so that it may cool and they can change the transmission fluid and stud. When they changed the stud and took off the brake assembly/ caliper they tore up the speed sensor that is connected to the truck. It affects the abs system. My service history reflects at the same dealership a similar problem. When I had them change my rear brakes - they told me that they couldn’t use my old wheel speed sensors they made me purchase 2 more at their price of $600 ea. this location has been shady from the beginning. I did call and make a complaint to corporate as well.

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

  

  Business Response

  Date: 05/02/2023

  The vehicle was driven into the shop. brake pedal travel extensive. Prior to repair service manger himself spoke with customer she advised him she knew the truck had issues and was working through a list. we performed the service as requested and parked the vehicle outside. The service manger offered to look at the vehicle with the customer responsible for diagnosis. the customer declined to have the brake issue looked at at her expense. 

  Customer Answer

  Date: 05/02/2023

    ********** 19988508
  
  I am rejecting this response because: I never made that statement at all to the dealership. The advisor asked me as I brought the truck in if it was having issues. I stated I am here for a service on the transmission fluid change and stud. The brakes were never discussed. If they were an issue, which they weren’t, I wouldn’t have been able to show up to my scheduled appointment. I wouldn’t have been able to take it 2 days prior to get the tires changed and rotated. The same for the oil change 2 days prior. I wouldn’t have been able to run errands all day prior. The only mention from the service to me was that he felt a hesitation in the transmission engaging. Hence, the reason for the transmission change. 
  

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