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:03/18/2025

  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.

  I bought a 2010 fj cruiser for 14,900.00 on 12/30/2024 at 10:29am I ask to see the title marshall dry ridge toyota said the title would be sent to me through the mail.marshall dry ridge toyota new at that time the title had a lien on the title to this day I do not have a clear title. I also ask to have the tire pressure check not done to this day i still have a slow leak on the right rear tire. I also ask for the vehicle to have a grease job done on the suspense not done. I also ask to have all the work orders given to me not done.

  

  Business Response

  Date: 03/18/2025

  Thank you for your feedback. We’re genuinely sorry to hear about your experience, and we sincerely apologize for the frustrations you’ve encountered.
  We want to address each of your concerns directly:
   Title and Lien Issue: We are pleased to inform you that the title work has been completed. The clear title will be sent to you through the mail in the next 5-10 business days, coming from Frankfort. We apologize for the delay and appreciate your patience in this matter.
  Tire Pressure & Leak: We regret that the tire pressure check and the slow leak issue were not addressed as requested. We would be happy to check the tire pressure for you and inspect the slow leak. Please feel free to contact us to arrange a convenient time for this service.
  Grease Job on Suspension: We would be happy to offer you our employee pricing to have this done for you. Please let us know if you would like to move forward with this service.
  We take your concerns seriously and want to ensure your satisfaction. Please contact us directly at ************ to arrange the services you need. We genuinely value your business and are committed to improving your experience with us.

• Initial Complaint

  Date:11/07/2023

  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.

  Bought a Toyota certified 2021 Toyota Tundra on 10/31. Asked if it had any odors or smoke. Dealer replies no noticeable odors. Which is on the 160 point checklist that a car needs to pass for a CPO from Toyota. I inspected the vehicle has it smells like leather and detail cleaner. As everyday passes from purchase the odor of ash tray and smoke has penetrated the car. Every time I get in car the smell of ash tray is in there, this car was clearly smoked in. Which should not have passed the CPO checklist. The dealer needs to buy back this truck for the price sold to me as I have a child and do not want to expose them to thirdhand smoke and it was misrepresented as a Certified Toyota which it should not have passed Toyota standard 160 point checklist.

  

  Business Response

  Date: 01/09/2024

  It did pass the Toyota certification process. *** ****** came up from Tennessee and test drove the vehicle first. In all my years of the car business when a car is smoked in regularly for an extended period of time no amount of cleaner can completely hide the smell. We did not force him to buy this truck, he took a test drive and wanted to purchase the truck. There is nothing we can do other than offer to have him trade the truck in or buy it back at the current wholesale/trade market value.
  
  Thank You,
  
  ****** ******** ***
  ******
  Marshall Auto Group

• Initial Complaint

  Date:10/24/2023

  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.

  I met with the store Manager ***** on Saturday 10/21 to look at purchasing a 2021 Toyota truck. I checked the truck over and made ***** an offer, which he declined. I went home thought it over and messaged ***** on Monday morning 10/23 @5:23am indica*** I was still interes*** and would like to come in in the afternoon. ***** said okay leading me to believe we had a contract to buy. He followed up with a text message later indicating I would have to wait until Tuesday 10/24 as the vehicle needed a wheel bearing replaced and a mirror replaced. I promptly agreed to his terms. Later in the day @ 3:28pm on 10/23 ***** messaged me indicating he sold the vehicle out from under me. I promptly tex*** ***** back trying see how this could happen since we had a text message commitment to purchase. He indica*** it was my fault for not coming in sooner after telling me to wait another day. I arranged to sell my current vehicle to a coworker thinking it was a done deal, thankfully my coworker understood and told me he would wait. I did reach out to the owner through Facebook Messenger, he never responded.

  

  Business Response

  Date: 10/24/2023

  We have 140 or so vehicles on the lot for sale, on many of those we have multiple people interes*** in them. We would never turn down a customer who is here and wanting to purchase, just because somebody looked at the truck the day prior. The customer had the chance to buy it when he was here. Our sales manager notified Mr. ****** as soon as the vehicle sold, so he didn't waste a trip out here. I would be more than happy to work with the customer and see if we can find him another. We may have one at our other locations, we also take a lot of Tacoma's in on trade.

   

  Customer Answer

  Date: 10/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I tried to come to the car lot the Monday morning before the vehicle was sold, ***** ask if I could wait until the following day because the vehicle needed mechanical repairs. I agreed to wait until the following day.  Later the same day ***** sends me a text indicating he sold the vehicle out form under me.  I see now what kind of Dealership they run and will definitely share my experiences with everyone I meet.  No further action is needed on my behalf.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/03/2023

  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.

  Bought Rav4 Dec. 31,2022. Supposed to be cleaned, it wasn't. Dropped off my vehicle to them 2/8/23 for cosmetic work to start on 2/9/23@10am. This was the first visit. My vehicle was loaned out 2/13/23 to another customer. It was driven a total of 54 miles, starting at a residence @ 9 am, stopping several places, ending back at dealership at approx. 4:15 pm. When I called 2/13 to ask the status of my vehicle, I was told someone would get back. They never did. I Went to dealership 2/16/23, talked to ****** Webster(supervisor)about the situation, with supporting documents. He said he would investigate and get back to me on the 17th, by the latest, Monday, the 20th. No call back. I called and left a message for ****** on 2/21/23. No call back. Parts Department called Friday the 17, said they had my seat sheild, and to bring my car to dealership.Told him my car had better be there. On 2/22/23, I returned to dealership and asked to speak to **** ********* {owners son)hoping to get answers. Before **** came downstairs, ****** (a counter person)retrieved my keys where I did a visual of my car, finding that not all requested maintenance had been performed. I then spoke to **** ********* telling him of my ordeal. I was told he would investigate and get back to me. He would personally call me with the results, even went so far as putting my name and number in his phone. He said when I picked up the car he would personally do a walk around with me, to make sure of my satisfaction. On 2/27/23 ****** called to tell me my car was ready. When I asked for ****, he was not there. When ****** texted him there was no response. I asked ****** to have him call,asking as I was leaving. No response. I paid for the VIP Service when I made my purchase. I want my approximate $3,000.00 refunded from the purchase of the VIP package, because there is no way I'm handing them my keys. I do not trust them. I want to take my car to another dealership not associated with Marshall's to get Service.

  

  Business Response

  Date: 04/28/2023

  We have refunded *** *** ******* the full amount of $2,995.  See receipt attached.

  **** Marshall

• Initial Complaint

  Date:01/13/2023

  Type:Product 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 12th of 2022 I gave Marshall Toyota of dryridge Kentucky a $500 deposit to hold a car that was due to come in their dealership in February of 2023. This was done over the phone and I was told that the deposit was refundable. Since then we have changed our mind. I contacted Marshall Toyota via email and explain to them that we've changed our mind And that I would expect a refund and I was told that it was not refundable. This is not what I was told when originally making the deal. I also work in retail and we don't keep customers deposits if they change their mind, also was not in writing. There was no contract. I simply would like my deposit returned.

  

  Business Response

  Date: 01/18/2023

  On December 9th of 2022 customer submitted an internet lead into our dealership asking about the availability of our incoming 2023 RAV4 Prime XSE. We had let the customer know that the vehicle was still available and explained to reserve the vehicle we require a $500 non-refundable deposit as well as a financing application to ensure we can secure the funds for the vehicle. Customer understood and moved forward with the financing application. Once the financing application was complete and the approval was in place we called and received the deposit on December 12th of 2022. After the deposit was received, we then took the vehicle off the market and turned down other customers who were looking for the same vehicle. On January 10th customer states that they are backing out of the RAV4 Prime because the spouse had found another Toyota vehicle at another Dealership and asked if we could let them know when the deposit was returned. We had then reiterated that the deposit was non-refundable because we had taken the vehicle off the market for the customer. Customer was not satisfied with that. We are willing to go against our typical process and refund the deposit back to the customer if that will suffice. 

  Customer Answer

  Date: 01/25/2023

  
  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.
  
  Sincerely,
  
  ***** *********