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:05/08/2024

  Type:Customer Service 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 came in today for an oil change and tire rotation and was informed my vehicle was leaking oil and to perform a diagnostic. There is no oil leak, and there was no diagnostic that needed to be done. No action was taken to correct any problem, as there was no problem. The timing cover gasket that they claim is leaking is not leaking at all. This vehicle is finally out of warranty, and I have the feeling they are trying to scam me into additional payments. They quoted me 6,044.30$ to fix the gasket, which isn’t just absurd, it’s astronomically high, as this is just a small rubber gasket accessible without much disassembly. I have been coming here for oil changes for the entire life of the vehicle, and have had great experiences. But I was rubbed the wrong way this time, and feel I have been cheated.

  

  Business Response

  Date: 05/09/2024

  The vehicle was inspected by our technicians and found to have a engine leak of some sort. A recommendation was made to diagnosis the source of this leak at a cost of $150 which was agreed to by the customer. A Toyota Master Technician was then assigned and the source of the leak was determined to be the front timing cover , which is a difficult and lengthy repair involving removing the cab per Toyota Technical instructions. Service personnel here relayed the information to the customer and provided an estimate even telling the customer the leak was not an emergency and did not have to be addressed at this time but rather was a weep. 

    At some point during this process the father of the drivers of the vehicle spoke with our service writer and was very upset over the recommended repair, the cost, and the diagnostic fee which his son had already agreed to. As such no refund will be given. Further we are escalating this situation and BBB case to Toyota headquarters in Plano, TX as well as to our regional representatives in Cincinnati. 

  Customer Answer

  Date: 05/10/2024

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

  The repair cost is not what I am upset about.  There was no repair made.  I am upset that you charged me 150$ to simply look at the engine.  No diagnostic had to be ran.  No parts removed, etc.   A simple LOOK is all that was performed.  That does NOT warrant 150 dollars of work.   It didn’t even take 5 minutes, and I was already there for an oil change

  Your Technician told me there was a leak before they even asked to do the check.  I was blindsided into agreeing because I was told “they can’t change the oil until we find the source of the leak”  which was bogus.

  I suspect the technician knew exactly where it was leaking before there even was a check.  

  I have been a loyal customer for years.  I have spent a ridiculous amount of money at this site, but because of this I will NOT be returning.   

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

• Initial Complaint

  Date:12/14/2023

  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.

  We purchased a used Hyundai Tucson for $15,971.22 on July 10, 2023. Although we asked for the car fax report they did not provide it until after the sale when we told them we found documents in the glove box saying that there a had been over $5000 in repairs at a collision center. They did nothing except say that they had serviced it and they could do nothing more. Now with less than 1000 miles since driving it, the car wouldn't go over 55 mph and started making noise. Found out from a local shop that it is the catalytic converter and the repair would be $4000. The dealership was notified and we were told they couldn't do anything and it was our responsibility. Since they we have had to take the vehicle in three times for new coil, major oil leaks, and check engine lights one of which left my daughter stranded on the highway and cost an additional $500 in towing. All told we have spent $6,000 on fixing the vehicle. Just found out that the engine is failing so likely even more repairs in the next few days. They sold us a lemon and are taking no responsibility.

  

  Business Response

  Date: 12/14/2023

  ******* we again are very sorry about the issues you've had with the 2018 Tucson you purchased from our dealership. We apologize again for any inconvenience this has caused you and your family. We also want to remind you that you agreed to purchase this vehicle AS IS with 110k MILES on July 10th and declined the optional vehicle service contract that was offered to you at the time of sale. The check engine light coming on approximately 6 weeks later could not be predicted just as we can not predict future repairs on any car. In addition, a CARFAX is available on every car here simply by clicking the link on our website or they can be requested in person. We would never and have never refused to provide a CARFAX report to a customer if requested.

  Frankfort Toyota is not responsible for repairs on this vehicle and declines wholeheartedly the proposal to repurchase this vehicle, including taxes, and having it towed from out of state.

• Initial Complaint

  Date:04/24/2023

  Type:Delivery 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.

  We purchased a new vehicle in December 2022. We were given only one key to the vehicle and they stated a shortage in materials for the reason. We were told and expected to get the other key in about 3 weeks, its now about 4 months later, and no KEY. Every time we inquire, there seems to be another delay. Toyota is too concerned about providing one key for a new vehicle and selling it that way. The closest Desired resolution is finish the job, meaning send me the other key. I will never again buy a new vehicle without getting two keys at the time of purchase

  

  Business Response

  Date: 04/24/2023

  Please see the attachment document and time frame in regards to Toyota Motor Sales program to provide vehicle owners with the 2nd key. This is a corporate program and has nothing to do with Frankfort Toyota.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  The car was purchased from Toyota of frankfort. It's their responceablity to communicate with Corporate.  It's not acceptable.
  Sincerely,
  
  **** ********