Complaints

This profile includes complaints for Kerry Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kerry Toyota

  6050 Hopeful Church Rd Florence, KY 41042-9499

  
• 

  Kerry Toyota

  24 E 5th Street Covington, KY 41011-1500

  
• 

  Kerry Toyota

  550 Pike Street Covington, KY 41011-2131

  

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:04/30/2025

  Type:Billing 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 would like for Kerry Toyota to cancel/void the checks they have sent to me for the amount charged to the credit card and reimburse the credit card company for the extended warranty that I cancelled. When I talked with Freddie R***** in March, I was assured that the reimbursement would go back to the credit card company. I had explained to Freddie that I received SSI and am not be able to deposit a check into my account as it would look like I received payment. SSI requires half the money I receive be paid back to them when in fact, it is not my money but the credit card's money. I have been trying to get in touch with the finance department at Kerry. Beth H******* said she sent an email to their finance department to get in touch with me. I've also called Toyota's 800 complaint number and finally someone said they were refusing to reissue the check to the credit card company and that I should just deposit the check and pay the credit card company. I was hoping the BBB could contact Kerry Toyota and help resolve this problem. The credit card company has suggested I take the checks to the manager of Kerry Toyota. I have left the manger a voicemail to contact me but have not received a call back yet. I would greatly appreciate your help in this matter.

  

  Business Response

  Date: 04/30/2025

  We have been in contact with this customer numerous times over the last month. She asked to purchase extended coverage for her vehicle and then returned to cancel the contract. We assisted her with both requests and sent a check to the customer. We explained , we cannot refund the credit card due to a change with the card processor. She has been refunded.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Toyota was supposed to send the refund to the charge card,  that is the policy.  Instead they created this problem.  And don't want to fix it
  
  
  
  Regards,
  
  *** *****
  

  

  Business Response

  Date: 05/08/2025

  We have gone above and beyond to assist this customer. We explained, due to a new processor company, the refund would be in check form. The customer has received the refund in full but refuses to accept that payment form. 

• Initial Complaint

  Date:03/31/2025

  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.

  Friday, March 28, 2025, visited the dealership with my son. Looked at a 2024 Toyota Camry. When asked to review the ****** we noticed that the radiator and water pump had been replaced in a vehicle that was just a year old - almost to the day. We indicated that was concerning when the salesman literally told us "it is just a recall issue". I asked for documentation to support his insistence that it was a "recall issue" and he clearly did not want to go and check the service record. He finally did check only to be told that it was a fitting issue with the water pump and that they just replaced the radiator with a new one "because they already had it out" - of which I do not believe. We were told two lies in the span of an hour.

  

  Business Response

  Date: 04/01/2025

  Thank you for reaching out. I apologize for the lack of communication. The manager was correct, the water pump had a poor connection and was replaced. The radiator was replaced as well at that time due to the previous owner leaning on it and damaging a seal. Unfortunately, our service manager was not here at the time for us to be able to see the full service history. I apologize for any confusion.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  There was not a "lack of communication" but rather a bold face lie not once but twice.  There is no resolution.  

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

• Initial Complaint

  Date:01/29/2025

  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.

  They sold me a car with a blown engine. They also told me it took regular unleaded gas only to find out it took premium. The car is now sitting across the street at the Kerry owned Volkswagon lot and they are telling me I need to pay them $4k for a used engine. The dealership should pay for it since they did not disclose the fact that the engine was blown when I purchased it. It was bought back in July for my Daughter, and she has only been able to drive it for less than 1 week since purchase.

  

  Business Response

  Date: 01/31/2025

  I am sorry to hear about the customer's concerns. We were made aware of the situation and agreed to cover the cost of the repair. I apologize if this was not communicated with the customer. Someone will be in touch to discuss with her. Thank you for reaching out.

• Initial Complaint

  Date:11/17/2024

  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.

  I bought a vehicle on October 5th, 2024, $30K. Drove it home and parked it for a week until my insurance card came in. I then drove it to work for 3 days and noticed an engine noise along with a few other issues, Rear struts leaking, Rear brake rotors were warped. I quit driving it and called the dealership. My salesman Bill L******* told me to talk to the used car manager Mark W*******. Mark informed me that once I left with it, they wash their hands of it. I told him that was pretty crappy to say. I took truck 125 miles to **** to Kerry ford, I figured I bought it at a Kerry establishment, they would be honest and tell me what was wrong with it. The said the cam Phasers were bad in the engine and the turbos were junk too, along with the rear struts and rear brakes. The 6-month warranty they gave me refused to pay for any of this ($12k) estimate stating it happened prior to me buying vehicle, I sent a letter to Chris M******* the general manager and then received a call stating out of the kindness of their heart they would fix the phaser issue and the turbo's, but nothing else cause that falls under normal wear and tear. I can understand that to a point, but I would want a happy customer after spending 30k on a vehicle. They have had the vehicle since October 19th. I call and I can't get a response from anyone. I'm really disappointed in the way they handle things. I guess I'm writing this just to tell you about this dealership. They don't care after you have paid for the vehicle!! This is the most money i have spent on a vehicle thinking I had a nice truck, and I have junk. I'm 61. Jeremy Sc***** was the used car manager that had told me that the struts and brakes are fine to operate for a long time from now, I told him the 1 strut is broken and you hit a bump and it throws the whole truck towards the ditch or the other lane which could cause a major accident, but he didn't seem to care. Feel free to email me at ******************** with any? or comments.

  

  Business Response

  Date: 11/19/2024

  Thank you for reaching out to us. We’re sorry to hear the customer is not completely satisfied with their vehicle. The vehicle was purchased as a pre-owned, as-is vehicle, and it passed a thorough inspection at the time of purchase. Additionally, we priced the vehicle fairly based on its condition.
  To address the concern the customer raised, we did replace the cam phaser at no cost to them, and we’re glad we were able to resolve that matter promptly. The other issues they’ve mentioned are considered maintenance-related items, which were not identified as safety concerns during our inspection.
  We appreciate the feedback and are grateful that we were able to reach an agreement during our previous discussions, but are unable to cover the cost of additional items.
  

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I absolutely love when they throw in some extra comments like," it was priced fairly on its condition".  Was it? Needing $15,000 worth of work and I paid price $27,000? They (Kerry Toyota) better look up ***** blue book on this truck needing repairs of almost $15,000. 

  And they say they did a thorough inspection?  I don't think it was never inspected, just detailed and put on the lot. Never any concern for the safety of the buyer. A bad strut is a huge safety concern, you hit a big bump in the road, and it will throw you towards the opposite lane or the ditch! It did it to me. But hey, Kerry Toyota said it had a thorough inspection so its ok if I would have had an accident? I'm still not driving it till I get the struts fixed. 

  You also state that your sorry I'm not completely satisfied with this vehicle? Let me tell you I'm not even 10% satisfied. But hey, who can fight a big dealership? Truck is in my garage still waiting for repairs to be completed form Kerry Ford. They so graciously put the turbo's in and the cam phasers but did such a crappy job, (after almost a month) I have to have 2 mobile mechanics come from **** this Friday after thanksgiving to fix a bunch of issues that I can see, let alone the ones I cannot see or till something else goes wrong and my 4 month warranty is expired!  They had the engine tore apart and opened up and didn't even change the oil, so I'm sure any dirt, small metal shavings are in my oil so I have not also added that to my list of things to do to make this road worthy so I might enjoy it. 

  I have enclosed pictures of the work Kerry Ford did on my truck that was well below unsatisfactory. Keep in mind I'm sure there is more that I can't see. I also included pictures of the struts, which you can see the difference in an average one and one that has been leaking for probably years, but it had a thorough inspection according to Kerry Toyota. LMAO I didn't even touch on the brakes but hey who needs real good brakes? 

  What happened to selling quality vehicles and standing behind them? All I wanted is the struts and brakes to be fixed. You could do that at cost. I've already wasted too much time and money on this issue, and I get to spend my Friday watching a Kerry mechanic try to fix the mess that was created by the Toyota dealership! 

  Fighting a dealership is probably a lost cause, but shame on Kerry Toyota for selling piece of junk cars and then not standing behind them!! 

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

  

  Business Response

  Date: 12/01/2024

  We continue to extend the discounted offer for the strut repair. We replaced the cam phaser and turbo charger at no cost to the customer. 

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included, 

  They never offered a discounted price? they wanted full retail price on struts and brakes. 

  Struts $1449.00, Alignment $149.99, and rear brakes was quoted at $ 872.72. 

  Thats full blown retail. No thank you, A ford dealer here in Indianapolis can do it a lot cheaper.  After Kerry Ford fixed my Turbo's and cam Phaser's They had to send a mobile mechanic out to my house to finish the job. They left quite a few things loose and not hooked up properly or cut to access the turbo's and never put back together! Very Shotty work from a Ford Dealer. 

  The terrible work they did on my truck was absolutely terrible, What kind of a company does this type of mechanical work? Answer, Kerry automotive, they don't care about customers or after the sale!  I can't imagine what lies ahead of me or what else was put together or fixed properly that I cannot see. I also wonder why I didn't get a survey from Kerry Ford on the work they did to my truck. I bet I might know.

  BBB how come there isn't a name to these emails? They have my name. I would love to know which of the clowns at the circus I'm talking too. If only the owners knew how their customers are treated!! 

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

• Initial Complaint

  Date:10/15/2024

  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.

  I purchased a brand new **** ****** ***** from Kerry Toyota in late October 2023. The vehicle currently has just over 6,000 miles on it. On September 29 I began to hear a heavy running water sound under the passenger floorboard. I made an appointment as soon as they had available on October 1, 2024 to get my issue resolved. I dropped the vehicle off and explained my situation to the workers and three different employees told me I had "nothing to worry about" and "this issue happens all the time." they told me that the hose just came disconnected and all they had to do was reattach it and it would be fine. The next day I received a call from one of the employees and he told me that he never should have mentioned a diagnosis to me without seeing the issue himself and he apologized. He explained that since the tube was not disconnected, it was actually clogged and made the water leak inside my car instead of out the bottom. He said since it was a clog none if it would be covered by my warranty and quoted me over $7,000 to fully clean the car since there is mold growth throughout the carpet. I was never informed on what the tube was clogged with. He said a new tube would be $35 and the labor would be $159.00 per hour and would take at least 40 hours to fully clean. He told me to reach out to a customer service number because sometimes they will help financially if its a newer vehicle. I tried to file a claim but the lady I spoke with told me this type of claim did not exist because they will not help financially if the cost is coming from labor, which in this case it was. I have spoke with another manager from there and he explained that these things "just happen," and I would be expected to pay since it was not covered by my warranty. With a brand new car under a year old with such little mileage I should not be having these issues.

  

  Business Response

  Date: 10/16/2024

  We have talked with this customer and are sorry to hear about her vehicle concern. We understand how frustrating this must be with a newer vehicle. Unfortunately, this is not something covered by warranty. We have discussed several options with the customer to remedy the situation. Since the Toyota call center was unable to assist the customer, we have reached out to our local representative and have requested assistance. We will reach out to the customer as soon as we have an answer from them. 

  Customer Answer

  Date: 10/23/2024

  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. We could not find anyone to help us resolve this issue until we contacted Carl, the mechanic at Kerry Toyota. He was so kind and extremely helpful. While dealing with him, we truly felt like he cared about our individual situation. We genuinely cannot say enough good about him. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:10/01/2024

  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.

  Bought a car and there is a problem with the cooling system was told to bring back and it would be took care of this happened within two weeks of buying the car,the service manager told me that i would be responsible for this fix after being told they would take care of it

  

  Business Response

  Date: 10/01/2024

  Thank you for reaching out. Looking at the history, the customer experienced issues in mid July. We looked at the vehicle, but there were no lights on at that time and we could not duplicate a problem. We were able to see a history code and informed the customer about the code and provided an estimate for that repair for their knowledge. Without a code or driving issue, there was nothing to repair or really diagnose. The customer does have a 6 month/6,000 mile coverage on the vehicle. We told the customer if they continued to have issues or a light came on, to reach out and we would diagnose at that time, but have not heard from the customer. The used car department took care of the last diagnostic and did not charge the customer. We would be more than happy to look at the vehicle if the customer is still having issues.

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are the temperature gauge goes up and down and it’s is throwing a code for CHECH COOLING SYSTEM so there is still a problem just want this problem fixed 

  
  
  
  Regards
  
  ***** ******
  

• Initial Complaint

  Date:09/11/2024

  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.

  I purchased a vehicle from Kerry Toyota in March 2024, and have been trying to transfer my car registration from **** to ******** unsuccessfully due to my title not existing in the financial services records. During my investigation into this matter, I discovered that the paperwork was incorrectly filed, and it has caused significant delays in me being able to register my car and obtain new plates. Issues: 1. Dealership sent title paperwork to the wrong address for Toyota Financial Services (TFS), causing significant delays. 2. When the error was discovered, they placed blame on TFS and was uncooperative in finding a resolution. 3. The manager of Kerry Toyota’s title department claimed that the they sent the paperwork to the correct address and do so for all of their titles – if this is truly the case, they have been sending the paperwork to the incorrect address for more than just me. 4. They refused to provide an alternative mode of transportation for the car I am no longer legally able to drive due to their error. 5. The manager irresponsibly suggested I drive with an expired tag, claiming that tickets and citations are not issued for driving an unregistered car. The dealership's errors have left me making payments on a car I can't legally drive. Their response has been unprofessional and unhelpful, showing a complete disregard for customer service and the law. Kerry Toyota needs to take responsibility for their mistakes, provide immediate assistance in resolving the title issue, and compensate me for the time I've been unable to use my vehicle due to their error. I cannot recommend this dealership based on their poor handling of paperwork and complete lack of customer support in resolving their own mistakes.

  

  Business Response

  Date: 09/12/2024

  I am sorry to hear the customer is having issues. We tilted the vehicle and received the **** title number on May 2nd and per **** Titling rules, we mailed the memo title paperwork to the customer. The customer should have taken the paperwork to the BMV to receive her license plate. We were not made aware of any issue until yesterday, when the customer stated she needed a duplicate title. We filed for the duplicate and will send it as soon as we get it. 

  Customer Answer

  Date: 09/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I appreciate Kerry Toyota's response, but I need to clarify several crucial points:

  1. Initial Registration: I was able to register my car in **** without issues. The problem arose when I moved to ********.
  2. ******** Registration Issue: The title was never sent to Toyota Financial Services (TFS) because Kerry Toyota failed to issue the title with the correct TFS address. They did not verify this information, resulting in the title being sent to an incorrect location.
  3. Prior Attempts at Resolution: TFS attempted to contact Kerry Toyota several times about this issue begining in August. I also reached out to the dealership this week to inquire why they are not responding to TFS. TFS' initial contact was ignored until the issue was esulcated yesterday, and my intial attemp to reach out was met with the blame game. 
  4. Current Situation: Due to this error, I am unable to drive my car legally in ******** or any other state. This is causing significant inconvenience and financial strain.
  5. Unprofessional Advice: It is completely unacceptable and unprofessional for Kerry Toyota staff to suggest that I drive my car illegally. This advice demonstrates a concerning lack of understanding of ********, Ohio, and federal laws regarding safe and legal driving.

  In light of these facts, I request that Kerry Toyota:

  1. Take full responsibility for this inconvenience caused by their clerical error.
  2. Provide appropriate compensation for the time I've been unable to use my car.
  3. Audit their titling process to ensure that all of the titles are sent to the correct TFS address so they can have them on file. 
  4. Issue a formal apology for the unprofessional and illegal advice given by their staff.

  I expect Kerry Toyota to address these issues promptly and professionally. Their response should include a detailed plan for resolution and steps they will take to prevent similar situations in the future.

  

  Business Response

  Date: 09/16/2024

  I am sorry the customer is unhappy. If the customer was able to title the vehicle in **** with no problems, the title paperwork was processed correctly. As soon as the office heard of the issue last week, we requested a duplicate title from Toyota and started the process per the customer's request to resolve the customer's concerns. We do not feel we are responsible for any cost as we filed her paperwork for her and she was able to get her plates in **** per her driver's license address.

• Initial Complaint

  Date:04/26/2024

  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.

  My Brother in law who doesn’t speak English that will bought a a 2018 Jeep Grand Cherokee there not even a month ago. It started to have transmission problems. The car would jerk constantly, makes contast noise, wouldn’t go over 30mph and it’s most likely due to transmission problems. I went there with him to try and get it fixed and have it repaired or replaced but they was not helping at all, they kept telling us we cant have it replaced and we have a warranty and that we have to call the warranty. They didn’t want to help and call themselves like how customer service rep should do. They never gave us the number and when we called the lifetime warranty it was there contact which doesn’t go in affect yet. They kept giving us the wrong number and not the number for the warranty company. They was just wasting our time, we been at the dealership for more than 3 hours going back and forth and cant get the right number or the right help from anyone at all. Its just ridiculous as a dealership.

  

  Business Response

  Date: 04/29/2024

  The cusotmer came in regarding his concern about his transmission and wanted to return his vehicle. We explained he could not return his vehicle but we contacted the waranty company and started the claim for the cusotmer and gave them the claim number. We told them all they need to do is set up an appointment for diagnostic and repair. I am not sure why they feel we did not assist them with their claim. The cusotmer just needs to schedule the appointemnt at a time convenient for them.

  

  Business Response

  Date: 04/29/2024

  I am sorry the customer feels this way. We have supported them and like stated before, they just need to schedule the appointment to have the vehicle diagnosed.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Did not support or helped schedule anything. The lady who helped me today at the service desk did her part and guided us through it but other than her, everyone else did not help nor supported us. Need to learn how to accept accountability as a dealership and do better as a business. 
  
  Regards,
  
  ******* **
  

• Initial Complaint

  Date:04/03/2024

  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.

  Its unfortunate I have to do this but here we go Kerry Toyota I purchased a car at Kerry Toyota in Florence KY in DECEMBER. It was sold as a Certified pre-owened to me. Upon inspection I noticed it was filthy. I told the salesman I would be happy to come back and purchase the car the next day when it was checked properly. He PUSDHED me to do it then and bring it back the next day for detailing. The next day noticed the issues wasn't that it was just dirty. The rims on the right side and the tires had been badly damaged hitting what were probably curbs. The alignment was off and the car shook violently the one time I drove it on the highway. They were unable to get me a rental from the fleet and it wasn't safe to drive so I got myself one at my cost assuming they would take care of everything and how amazing my previous experiences were I had no reason to think otherwise. They replaced the rims and tires on that side, did an alignment and it required two Ozone treatments and deep cleaning due to cigarette smoke. It was never cleaned properly and I had to replace the cabin filter as it was soaked in something I'm sure to try to kill the smell . Still, cleaning wasn't a big issue and my safety concerns had been corrected so life goes on. February came and my temporary tag was about to expire. I called the DMV they had no information on this VIN in my name. I called the bank, surely they would have some paperwork but no title. I called Toyota and then the real issues began. I spoke with a few people and their story is. The vehicle was a lease buy out. The DMV re did their computer systems in December and there was a delay. Made sense to me. So I waited. The 2nd temp tag is three days from expire. I call..SAME STORY. Anytime I ask if they have the title and can do a quick and speedy title they change the topic. I have been hung up on by Chris claiming to be a manager. At this point for all I know this car is stolen

  

  Business Response

  Date: 04/03/2024

  Thank you for reaching out. The customer purchased her vehicle in December with due bill promise to correct some issues which we did. She then cam back numerous times with other concerns, whuch we agreed to take care of. The DMV was shut down for several weeks from December to mid January. We were processing the paperwork. The title was missing, not a stolen vehicle like the customer has claimed. We submitted for a duplicate title and are working with the DMV to complete the paperwork. This is in the process and we have tried to speed up the process. This does not happen often but at times there are delays. We will continue to process the paperwork and get her title and tag. Everything we have promised we have come throgh on and will with the title. A manager did hang up when the customer was yelling and cussing at him. He tried to deescalate the situation and explained if she continued to yell he would hang up. As soon as the paperwork is finished, we will contact her.

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Until, I have a tag on my car. I will not accept any resolution. My next step will be legal action. 

  
  Regards,
  
  **** *****
  

  

  Business Response

  Date: 04/08/2024

  We are still on it and will reach out as soon as we have it. 

• Initial Complaint

  Date:03/27/2024

  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.

  11/23 agreed to a price for a Truck. $43,500 (out the door price). Agreed to pay $3500 cash, and finance $40,000. I applied for financing through the dealership. I was approved for financing and Declined their offers for financing and told them I had better terms from my credit union and would finance the truck through my credit union. While preparing and signing the documents with Dewey C. in the finance dept I asked when I would pay the $3500 cash. He said I could not pay a cash down payment because I was getting financing on my own through my credit union. Dewey told me o had to take the buyers order to my credit union for $43,500, pay them $3500 cash, they would give me a check for the remainder ($40,000) and I would bring the dealership that check. Because this was the first time financing a vehicle I believed this to be accurate. Turns out he was wrong; and I’m wondering if it’s illegal to tell someone they cannot pay a cash down payment. Also, Brad S. In used car sales told me the truck included remote start. I discovered recently that remote start is only available via a subscription. I’m wondering if it’s illegal to tell a customer a feature is included, when in fact it requires a paid subscription. Also, Carl in the service dept lied also. Not illegal, but still is reflective of their business practices.

  

  Business Response

  Date: 03/28/2024

  I am sorry to hear ** ****** is not happy with his experience. I wish he would have voiced his concerns in November when he was purchasing the vehicle so we could have addressed any miscommunication. We always accept down payments and discussed this with him when discussing his financing options. His financing changed several times throughout the process. I am not sure where there was confusion but would have explained the process for all financing options. This vehicle is equipped with remote start, which Brad informed him about. This vehicle does require a subscription to work from your phone or you can also use the key fob as well. Carl talked to the customer regarding his remote start issue. The customer stated the key fob was working when he first bought the Tacoma but recently stopped. Carl tried as well and was able to confirm the key fob was not working. When he called the customer to discuss, ** ****** stated he signed up for the trial subscription and the key started working again. If he has any more issues with the remote start, he can reach out and we will look into it. Nothing we did was illegal or in bad practice. 

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The response states that they always accept cash down payments, which I just another lie from the dealership. I was specifically told by Dewey C that because I was getting my own financing he would not take a cash down payment. The fact also remains that a subscription is required for the remote start, and I was never told that.  Carl also lied about the subscription trial I was given. I have the paper work to prove that, the paper work I got when I picked my truck up from Service. Kerry Toyota employees lie to your face, on the phone, and they lie in BBB complaints. 
  
  Regards,
  
  ******* ******