ComplaintsforHampton Toyota

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a car with Hampton Toyota on March 13, 2024 and was “approved” for financing at the dealership in which I bought a 2020 4 Runner TRD PRO. I put down $1,000 for the down payment. I drove off the lot and about 2 weeks later, I get a call from the sales rep from Hampton explaining I need to come in and sign more papers and the finance manager didn’t explain what the new paper I was signing but that the cost of my monthly note is less than what the original payment was. On April 18, 2024 I get a call saying that financing did not go through because of not having enough income and said how much was put into the system on how much I make and she mentioned way more than I originally told the sales rep. The finance manager said that if there’s not auto lenders she can find to work this deal out I have to return the vehicle in which is now to the point I have to return the vehicle and is being left with nothing. Already purchased and paid insurance on the vehicle and traded in my previous vehicle.

  

  Business response

  04/25/2024

  Hampton Toyota did sell Mr. ****** a pre-owned 4Runner.  We tried to arrange financing for Mr. ****** which was originally declined by the bank.  We were later able to get a different bank to buy his loan at a lower interest rate along with a lower monthly payment.  The original $1,000 downpayment was considered as part of the deal, by the new bank, when they accepted the loan.  Hampton Toyota hopes that Mr. ****** enjoys his recently purchased vehicle, especially considering the terms are much better than originally expected.  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is ******* ******** and on Friday February the 2nd I had a horrible experience with the service department of Hampton Toyota. My car was brought in to have a repair made that was covered under my extended warranty. I was offered a loaner vehicle to use until my car was ready for pick up. On Thursday the morning of Feb. 1st My husband signed for and picked up the vehicle for me. He drove it to me at my place of employment and parked it in the parking lot. I work five minutes away from my house. When I got off of work I drove it to my house where it was safely kept in my garage overnight. I drove it back to work the next morning. I received the text that my vehicle was ready for pick up. I left work and went to return the loaner and pick up my car. They inspected the car and told me that there was damage to the passenger side of it that I was going to be held responsible for and that I could not have my car until I paid $350.00 to cover these damages. However, I know for a fact that the damage did not happen while the car was in our care. The damage had to have been caused by the previous customer and it was not noticed until after it was returned by me and I was forced to take the fall for something that I did not do. I was pretty shocked and upset when this was all brought to my attention. In all honesty, I have to admit that I really didn’t handle the situation with much dignity. I did come unglued and I did do some complaining to the manager, ******* *******. I know that I should have remained calm but I remain adamant that we did not cause the damage to that vehicle. The manager lost his temper and was yelling back and arguing with me, in front of other customers (very unprofessional and definitely not manager behavior). Also, before we left he yelled at us to leave and never come back. We were treated very poorly and very embarrassed. My husband called the corporate office that same day to file a complaint and they opened up a case. They told him if he didn’t hear back from them on Monday to call them on Tuesday to follow up. He didn’t hear anything so he called them on Tuesday and they told him to give them a little more time. Later on that day my husband received a call from one of ******* *******s coworkers or maybe his manager, I’m not quite sure who he was but he basically told my husband that we were not getting a refund. The next day, Weds the 7th I called the corporate office to follow up and they transferred me to the same man that called my husband. I spoke with him for a good while and I told him that if we do not get a refund I’m filing a complaint through the better business bureau and leaving a really bad review on Hamptons website because I was treated very unfairly by that entire department and I’m not letting this go. He told me that he will speak with them again and he will get back to me. It has been over a week and I still have not heard anything back from him. On Friday the 9th I called the main line for Hampton Toyota asking to speak to the owner, Mark Hampton. Instead I was transferred to the general sales manager, **** ******** I was told by her that she could not give me his contact information and that all she could do is give him a massage. She then gave me an email address of ******* ***** whom she claims is the manager over all of the departments and suggested that I try emailing him. I sent an email to this email address on Monday the 12th and I have gotten no response from them as of Feb. 15th. I looked on the website and do not even see this man listed in the staff so I'm not even sure if he actually exists. I feel as though I'm being given the run around in hopes that I will just get tired of trying and give up. I am not trying to get anyone in trouble, all that I wanted was the money that I was forced to pay refunded to me. Since they have basically ignored every one of my attempts to resolve this matter I will assume that they really have no concern of their reputation and do not care about any bad reviews that come their way. I am now being forced to turn this over to the better business bureau. I've come to the conclusion that I will not be receiving a refund from them, so now I would just like to have a public record on file of what they put my husband and I through.

  

  Business response

  02/15/2024

  Hampton Toyota takes great pride in maintaining one of the highest customer service satisfaction ratings due to the way we treat our customers.  With regards to this customer's service experience ... our version is somewhat different than the one from Ms. ********.  She is correct when she mentioned that her vehicle was brought in for repairs covered under her extended service agreement.  Considering she needed a rental vehicle, we offered one while her vehicle was getting repaired.  Her husband picked up the rental vehicle for her.  During that process we have the full video coverage of the Hampton Toyota associate and her husband walking around the rental vehicle looking for any damage.  As the video and report shows ... no damage was found on the vehicle by either party.  Upon return of the vehicle by ******* ********, another walk-around was completed, which is normal process to verify the vehicle is returned in the same condition.  During the mentioned walk-around, the scratches were pointed out to Ms. ********.  As with the pick up, the return was also video taped and we have the coverage to support our claims.   In accordance with the agreement signed by Mr. ********, a $350 "scratch repair" fee was charged.  We regret that this wasn't a great experience for the ********s, and in the sipirt of good business, we will refund the $350 charged for the damage to our vehicle.  Hampton Toyota will incur the repair costs for the mentioned damage.

  Customer response

  02/16/2024

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 21297705, and find that this resolution is satisfactory to me.
  Sincerely,
  ******* ********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment on 5/27/23 at 7am to get a brake job. I was emailed a coupon that was for $99 break pad special per axial, including break pad and installation. When I arrived the manager *** ******* would not honor the coupon. So I filed a complaint online. Once I did this he called me back. After speaking with him he said that he opted out of accepting this coupon. I told him I understand but he coupon states that it was sent on behalf of Hampton Toyota. So if he opted out I should’ve ever got a coupon. He then asked me to email him the coupon which I did on 10/13/23. Since I’ve did this I have gotten no response. Every Friday since 10/13/23 I’ve left him a voicemail asking him to give me a call and Tom never has. I’ve even sent him another email on 11/15/23 to follow up but of course he hasn’t responded. I honestly don’t feel like a valued customer because my complaint is being ignored by the service manager. I’ve bought my vehicle from them in 2014 and have gotten ALL of the work done on my vehicle through Toyota. Im appalled that they would refuse to honor a coupon that clearly states it’s being sent on behalf of Hampton Toyota! I had to snapshot the emailed coupon because I could not figure out how to attach the email. However, I’ll be glad to forward you this email if given an email address. Thanks for assisting me in addressing this matter ******* ****** *******

  

  Business response

  12/07/2023

  Hampton Toyota did not elect to participate in the service special ran by Toyota, which provided $99 per axle brake job.  We pride ourselves in first class service and parts.  The ad provided by the customer is brake pad installation only.  It doesn't include turning rotors, if needed.  So the advertisement was not sent nor authorized by Hampton Toyota.  In the spirit of good business, we will honor the ad if the service are provided before 12/25/23 (Christmas Day).  Please ask for *** ******* upon arrival and provide this BBB complaint for support.

  Customer response

  12/08/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20889384, and find that this resolution is satisfactory to me. 
  Sincerely,
  ******* ******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a truck from Hampton Toyota on Monday, September 11, 2023. We purchased the vehicle as pictured on the company website. Once home we noticed a part (drop hitch) on the truck that was advertised had been removed. The description did not indicate the sale was less a drop hitch. I called the salesman, Ethan ******* who advised he would make contact with the service department. I didn’t hear from him so I called him back. During this phone call, Ethan tells me the previous owner was returning to get the hitch. The previous owner sold the truck to Hampton Toyota with all components not with contingency of removing what he wanted to prior to finalizing a sale. I asked to have the drop hitch returned or be compensated to purchase another one. Ethan told me his Sales Manager would call me back as of today, I have not received a response. This dealership is very dishonest. I simply want I paid for. The truck was advertised with the hitch. That is false advertisement.

  

  Business response

  10/03/2023

  Hampton Toyota acknowledges Jamey ***** purchase a pre-owned truck from us in September.  She is correct in stating the display photos included a drop hitch.  Between the time the mentioned photos were taken and when the truck was purchased ... the previous owner asked us for his drop hitch.  The request is normal in the course of business so we allowed the previous customer to retrieve the hitch.  Considering that the drop hitch was important to Jamey, we have purchased a new hitch similar to the one in the photos.  Our salesman, Ethan *******, has contacted Jamey ***** to make it known the hitch is available to her whenever ready.  In the spirit of good business, Hampton Toyota will provide the mentioned drop hitch free of charge to Ms. *****.  We hope she enjoys the truck as well as the drop hitch and Hampton Toyota looks forward to a better relationship with Ms. *****.

  Customer response

  10/09/2023

  
  Complaint: 20612493
  
  I am rejecting this response because:

  I cannot physically pick up the hitch. I live 2 hours away, and I would lose time at work to take off. 
  
  Sincerely,
  
  Jamey *****

  

  Business response

  10/11/2023

  In consideration of the customer's rejection due to too much time from her work schedule.  Hampton Toyota has shipped the drop hit directly to Ms. *****.  UPS tracking shows the package having been delivered to her home on October 10, 2023.  Hampton Toyota hope she enjoys her truck, the new drop hitch and looks for a better relationship going forward.

  Customer response

  10/11/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20612493, and find that this resolution is satisfactory to me.
  Sincerely,
  Jamey *****

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the day of December 30, 2022, I ******* ****** purchase a vehicle from Hampton Toyota, in Lafayette, LA. At the time of purchase, I was informed by the salesman that the brakes had a small squeaking noise, but that the noise will stop after driving. I was told it was only brake dust that was causing the noise. After the third day of having the vehicle, the noise became unbearably loud. I contacted the salesman to inform them that noise has gotten worst. I was told that to bring car back to car lot to have them service vehicle at no charge because, I had just purchased. Upon returning to have car service I was told nothing was wrong with the vehicle. Next day car begin to make the same noise. Contacted Hampton about the issue with the vehicle was told to take car to a mechanic of my choice to have car service. At this time, I was informed that the car has no brakes and needs rotors on the rear end. At this time, I reported back to the car lot of the findings and that I was given a bill of $473 for repair work that need to be done. I was also informed that the car was not service properly. Now that I have reported this to Hampton Toyota no one is returning phone calls. I have been trying to contact them since 01/11/2022 to see what the update is on having my car repaired after being told they would take care of the issue. Now that the loan is finalized, they are not trying to comply. I put a total of $4300 down payment for vehicle so I have no money to repair car after being told nothing was wrong then when it was a problem, they would take care of the issue. Now they are not returning calls. The sale representative is a *** *******, and the manger is a Mrs. **** ******* who I have been working with to resolve issue. Since they have my money no one are taking care of my issue or returning calls.

  

  Business response

  01/20/2023

  Hampton Toyota acknowledges that we sold a 2018 Honda Accord EX, with below 39,000 miles on the odometer, to Ms. ******* ****** on December 30, 2022.  Our service department inspected this vehicle prior to the mentioned sale date and determined that the vehicle was safe to drive.  During the sale process and afterward ... Ms. ****** mentioned noises coming from the brakes.  Our service department re-inspected the brakes and determined that their thickness was adequate and the brakes were safe.  Ms. ****** brought the vehicle to an independent repair shop who disagreed with Hampton Toyota's assessment of the vehicle.  Hampton Toyota stands by its assessment.  In the spirit of good business, we offered Ms. ****** to provide our labor free of charge if she provided factory brake pads from Honda.  Ms. ****** provided the brake pads and Hampton Toyota provided the labor on 1/13/23.  The service is now complete and we hope that Ms. ****** enjoys her vehicle.  We look forward to a continued and long lasting relationship with Ms. ******.  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My parents and I have traded in a 2013 chevy Malibu (LT I believe) for a Toyota Corolla 2021. I have waited since February 18, 2022 for my license plate to come in. When it finally arrived over at the dealership they called me that it is in but they claim that in order for them to finalize the shipping or retrieval I need to either to send a title which they should already have since they already sold that 2013 Chevy Malibu and my parents who traded that vehicle in had every paperwork related to that vehicle including the title. They need me to find a title which they should already have or pay a fee of $99.00 just to get my license plate. I think this is unjust since they themselves had made a mistake at the OMV and I shouldn't have to pay for their mistakes. Reminder they couldn't have sold that vehicle if they didn't have the title but they did. Also, I couldn't have finalized the transaction for the 2021 Toyota Corolla if I didn't had that title to begin with.

  

  Business response

  09/09/2022

  Hampton Toyota acknowledges that we sold a vehicle to Mr. ***** *********  At the time of sale, we informed *** ********* that he would receive $329.30 of tax credits on the traded vehicle, but would have to provide a clean title for proof to the DMV.  We proceeded with the processing assuming that the clean title would arrive.  If not, we would need to collect a $99.50 fee for the DMV to prepare a new title.  We have never received the title, as agreed upon in the original sale paper work.  In the spirit of good business, Hampton Toyota paid the $99.50 title fee for *** *********, we left the trade credit on his paper work, and have released the license plate and registration to him ... all at no charge to him.  We hope he enjoys his Toyota Corolla.  

  Customer response

  09/29/2022

   
  Better Business Bureau contacted consumer on September 29, 2022. The consumer indicated that they have received the paperwork and license plate and this matter is now resolved. 
  

*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. ↩