ComplaintsforBristol Toyota

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2020 Lexus ES (VIN *****************) from them on 11/30. I drove the car on 11/28 and it would vibrate at 65mph. ******** said he would get fixed, They balanced tires on 11/29 and said was better. I drove and it was not as noticeable but not completely gone. On 12/15 I scheduled an appt with ************* for 12/22. On 12/22 ***** found that Right rear wheel was bent causing the vibration, and they recommended a new wheel. I called Bristol Toyota sales manager (? name of *******?) who said they might not replace it but would see if an outside company they contract with could fix the old wheel but because it was Friday afternoon before Christmas he would get back to me on 12/26. He did not so I called and spoke with ************************* sales manager on 12/27 who said because I had the car for 3 weeks that they would take no responsibility for issue. The car is 2020 and has ***** mi on it so should be covered by ************* Limited used vehicle warranty I prefer to get this fixed elsewhere and they pay the costs of repair as I have lost trust in them

  

  Business response

  12/28/2023

  ********* came in to purchase a 2020 Lexus ES. On return from the test drive he mentioned a vibration on the highway, which we said we would balance the tires.

  ********* then came back in after we performed a tire balance with the c.o.d for his transaction. Before ********* gave the c.o.d he test drove the Lexus again and upon his return he said that he was happy with the vehicle and handed over his c.o.d and finalized the transaction.

  Several weeks later ********* contacts the dealership to state that he brought the Vehicle to another dealership service department and states it has a bent rim. We let me *** know that this would not be a covered item at this point as he has been driving the for several weeks and had not brought it back to our dealership to have it looked at.

  Thanks

  Customer response

  12/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I am not an auto mechanic and I was told by ***** the salesman in a text that I can quote from 11/29 " I just got back from taking it on the highways and backroads , the high speed balance took care of the shake"
  
    When I took car for a ride after, the shake was less(may have been related to moving the defective wheel from front to back along with the balance) but was still present. I trusted them when they said the problem was taken care of. After driving the car for 2 weeks, I realized it had not been completely addressed and then I was not confident they would be truthful about the issue, as they were not originally, so I called a Lexus dealer and between Lexus and my schedules the soonest I could bring it in was on 12/22. I do have that right as owner of the car. I would like to see Bristol Toyota  service record on 11/29 from their service department. I asked ****************** for this this morning but his only response was that he  was going to respond to the BBB complaint.
  
    I have already contacted the state Antorney general's office and issued a complaint there as well. If Bristol Toyota is unable to come up with a satisfactory response, I guess we will have to file in small claims court. The Lexus dealer gave me an estimate of $930.00 to fix the problem.
  
    What they are saying is that the wheel was damaged in the 3 weeks with out any tire damage and to a rear wheel tire which is very unusual.
  
     Thank you, ******************* MD 

  

  Business response

  01/03/2024

  Good Morning

  It is standard practice for a customer to bring a vehicle back to where it was purchased if they feel that there was an issue with the vehicle and to this date 

  ********* still has to brought the vehicle in for inspection. Again as stated ********* test drove the vehicle after the balance was completed on the Lexus which at that point meet his 

  satisfaction and finalized the transaction. As ********* lives 30 miles from the Dealership, and driven the car for several weeks, if there was an existing problem he should of contacted us right away so we could address 

  any issues.

  That being said in the interest of customer satisfaction ********* can bring the vehicle here for us to inspect or we will issue a check for $500 to *********, which would be what it would cost us to fix the issue 

  the customer is stating that he is having.

  Thanks

  Customer response

  01/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
      Bristol Toyota was unable to find the core defect causing the shake on 11/29 though they did balance the tires. They reported the problem was fixed.  It became apparent over 2 weeks' time to me that the problem was not completely corrected so I had the car inspected by ******* Lexus which found the bent wheel, something I have every right to do and does not null the warranty. The day I found this out I contacted Bristol Toyota. When I spoke with ******************, he declined to fix the problem and did not ask for me to bring in car. I am sure they are aware, but I will remind them of the state mandated warranty for used car defects for the first 3 months or **** miles for my car specifically.  I will accept the check for $500 that they offered, and we can then be hopefully finished with this issue.  Thanks, *****************;
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  01/10/2024

  Just want to clarify that nobody told ********* that his warranty was/would be voided because he went to another dealership, just simply 

  stated that he did not bring the car back here for inspection. Also that the state warranty that he is implying the vehicle would have to

  brought back to the selling dealer and does not cover the vehicle "bumper to bumper."

  That being said ********* stated that he accepted the offer that we made in the amount of $500 even though the car still has not been brought back to our dealership.

  ****"I will accept the check for $500 that they offered, and we can then be hopefully finished with this issue.  Thanks, *************** "***

  ************* check is being mailed to him.

   

  Thanks

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a longtime Bristol Toyota customer and current lease holder, I was gravely disappointed in the quality of the customer service and the misleading advice I received today. Two days ago I went in for my regular maintenance appointment (5k). I not only did not receive an updated date sticker for my following appointment at 10k miles, but a nail in my tire went utterly undetected. Upon discovering this myself shortly after, I called it in the following day on Sunday. I was told the service department is closed and to call back on Monday. When I arrived for my appointment, I was told by the service advisor that my tire could not be patched because the nail was in the shoulder of the tire. As you can see in the picture accompanying this review, the nail is clearly lodged in the tread. He quoted me about $300 to replace the tire entirely and claimed that was my only option. Upon conferring with my father and my cousin who is a manager of a ******* Toyota Dealership, they advised me to leave immediately and seek service elsewhere. When I informed the service advisor that I did not want to buy a new tire he became visibly agitated and suggested that my familys advice was setting me up for failure, even questioning my financial standing. I can only assume that he made this implication and limited my option in the first place because I am a young ****** woman. I promptly left, and received service at ******* in Bristol. They were honest. As it turns out, my tire was most definitely patchable. Going this route saved me about $260. I only payed $40 for a tire patch.

  

  Business response

  02/22/2023

  Our apology for failure to install a reminder sticker on your first visit. This should have been installed as part of the service. 

  
  The tire issues are our main concern. There is no way to determine one hundred percent if the nail was in the tire when ****************** came in for service or was picked up later. ****************** did not mention the tire pressure light being illuminated indicating a low tire when she arrived for her appointment on Saturday, February 4 2023. From the picture supplied, there does not appear to be much wear on the head of the s**** indicating it had not been in the tire for very long. This s**** was very prominent and would have been very visible when the tires were rotated. Based on these items, the likelihood the nail was picked up after the service is high. 

  
  Bristol Toyota follows industry standards for repairing tires. I have attached two tire industry publications on tire repairs and both indicate this tire should not have been repaired. While the tire was in the first tread, the angle of penetration(visible in the picture) put the damage into the tire shoulder and into the unrepairable area. For the safety of our customers, Bristol Toyota does not repair tires that fall into this category. Bristol Toyota repairs hundreds of tires and sells thousands of tires each year. We recommend a repair or replacement based on each situation. We do not recommend a tire when a repair is considered a safe and less costly option. 

  Customer response

  03/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I appreciate your effort in writing back to my initial message, I initially waited a couple of weeks for someone to reach out but unfortunately that did not occur. 
  
  I was in disbelief how no one reached out to me after what happened. Unfortunately, your response does not resolve nor does it acknowledge the poor quality of customer service I received when I came in after realizing there was a s**** in my tire tread (NOT in the shoulder as pictured), which was able to get patched elsewhere. 
  
  I have attached an image from the U.S. ****************************** (ustires.org). When compared with the image of my tire I provided, it defines the s**** as being lodged in a patchable area. It was lodged in the tread, not the shoulder, nor did it puncture the shoulder. Regardless of this discrepancy, what is tremendously troubling is the disrespect I received as a customer that day. 
  
  Nowhere in your response did you acknowledge the lack of quality in the customer service I received, which left a loyal customer of many years very disappointed. 
  
  The next time this occurs, a thorough and calm explanation should be given to the customer. As a business, your employees should be representing the values of a business that strives to serve. A customer should not have been spoken to in a degrading and disrespectful manner. Regardless of gender, race or age, everyone is entitled to RESPECT. 
  
  It is disappointing that the disrespect and lack of integrity has not been addressed. As a business who has a motto which states, Where Friends Send FriendsEveryday! I sadly can no longer recommend to my friends Bristol Toyota. How do I respond to the question, what did Bristol Toyota do to make this right? when nothing in your response has acknowledged the lack of quality service, integrity, and respect I received. 
  
  This regrettable incident should serve as an opportunity to acknowledge where a mistake has been made, and to improve your customer service.  
  
  Kind regards,
  ****************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jasmin

   

   

  

  Business response

  03/19/2023

  As we are always trying to improve, we will make sure that there better communication.

  We have reached out to the customer to offer a free tire replacement .

   

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was pre approved through my bank DCU . Looked at vehicle , wanted to purchase did all paper work and said DO not run my credit Im approved! Gave them approval letter! They in turn did run my credit causing it to drop because it was a hard inquiry! Said they contacted my bank and was not approved! Called my bank this am.. they NEVER contacted them!

  

  Business response

  02/14/2023

  The ********* came in on February 12th to look at and purchase a pre owned Tacoma.

  At that time they let us know about an  pre approval that the had through there bank, which is also a bank we do business with. 

  We started a deal, took a credit application and processed the deal by sending over to their bank, at that time we received a decline back

  from their bank which we let the ********* know. Being as it was a Sunday there was no one to call the bank until the next day.

  We have talked to the Boteelho's on 2/13 and had a good converstion with ******************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership sold me a car with prior damage without disclosing the damage. I paid more for a vehicle that was not worth its value. Transaction date 12-28-2021. I paid ****** for a 2015 Toyota Venza, Odometer ******. The vehicle is noted by my insurance company as having severe structural damage in the body's frame from a previous collision. This collision was not disclosed to me at the time of sale which brings the value of the car lower than what was presented. I have called the dealership regarding this claim. I have not been invited to financially rectify the matter for a refund for the overcharge.

  

  Business response

  08/17/2022

   

     ****** came in and purchased the vehicle in December 2021, prior to her purchase the vehicle went through our inspection process including an alignment which the vehicle was with in its specifications.

     Around June ************************ an accident, which as of August 16,2022 is the only accident that appears on the Carfax (see Attached). I did speak with the customer because the shop she brought

     the vehicle to was giving her a hard time, which didn't make any sense to me, so we assisted her in getting to a shop to get repaired. On that call she said that she had 0 drivability issues the vehicle and loved it.

     We are more than willing to sit down with or talk to the customer regarding this matter.

   

     

  Customer response

  08/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The sale of the vehicle on December 28, 2022, was priced for a 2015 Toyota Venza without previous damages. The dealership did not disclose any prior damage for this vehicle during the sale. Clearly seen in the attached documentation and photos, the prior damage is to the rear of the vehicle and not the front drivers left side by the accident as previously mentioned in June of 2022. The sale of the vehicle was clearly over the market for a car with previous damage. Knowing this Bristol Toyota has not sought to rectify the matter by refunding the difference owed for this action.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  08/23/2022

  We have reached out to the customer and left a message to discuss her concerns.

  Customer response

  09/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Bristol Toyota and I have not come to a resolution
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  09/16/2022

  We have left the customer another message to return our call and have not heard back as of this morning.

  If the customer would like to discuss the options of a buyback she needs to make an appointment to come into the store.

  Customer response

  09/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The last conversation Bristol Toyota and I had there was no resolution to the satisfaction for me the consumer. The option for a buy back is not on the table. What I the consumer would believe to be a fair resolve is for a refund for the extended cost of a vehicle sold with prior damage vs the cost I the consumer paid for a vehicle without prior damage. This would be the right and fair resolve from this dealership Bristol Toyota. Per our last conversation this was not concluded Bristol would accept this offer or action for the consumer.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  09/27/2022

  We have still not heard back from ********************** after both our last BBB response and voicemail.
  
  
  Bristol Toyota has offered 
  1.To bring the vehicle to an independent body shop.
  2. Have the customer come in to discuss buyback options
  
  
  *********************** has only stated that she wants to be compensated for the value of a car with an accident and
  when asked what that is she states she does not know.
  
  
  We have already provided a Carfax showing the only accident was the one ********************** was in, meaning when 
  we sold her the vehicle there were no accidents on the Carfax report.
  
  
  ********************** purchase price of the Venza was $21,995, the current NADA ****** of $21,925 including the ****** miles she has put on the vehicle. (See Attached)
  So after 8 months and ****** miles and now an accident on the Carfax the Venza has almost the same ****** value.
  
  
   As stated before when the vehicle went through our safety inspection it was completely within specifications, the issue she is stating the vehicle has 
  would certainly cause a drivability issue. ******************* had the car for roughly 5-6 months before her accident and had returned twice, once after driving **** miles for an inspection sticker
  and once for her 1st maintenance having driven ***** miles since taking delivery. During those visits to our service department for maintenance,
  she never mentioned the Venza had a drivability issue complaint with us. Also in our phone calls she stated that the vehicle drove fine before her accident.

  Customer response

  09/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

  1st my name is *********************** not *******************. The Venza @sale in Dec of 2021 by Bristol Toyota was for a ****** without any prior accidents or body damage etc. Meaning this car had NO prior damage. Bristol Toyota did not disclose any information about the vehicles previous rear end damage, nor did Bristol Toyota provide a car fax for this vehicle in Dec of 2021. when I came in for my first service inspection, I mentioned too the Technician there was a tire sensor warning light on the dashboard. this took place in January 2022. The matter at hand is the fact that a 7year old vehicle was sold with prior accident damage @ ******.  If, this information was fully and properly disclosed, I as the consumer would have been availed the knowledge and would have been in a position to fairly and accurately make the necessary decision to whether or not this car was worth the purchase at its going rate. Since the Month of January 2022 until September 2022, the car has been in my possession for approximately 7 months, 2 of which the car has been at several body shops trying to get repaired. Notice I said SEVERAL, all of which was because 2 body shops declined fixing my car after the accident in June 2022 because of prior frame structural damage, therefore body shops could not warranty its work. Bristol Toyota knows about this because they towed the Venza to their own private network and fixed the front-end damage themselves while never mentioning the prior rear structural damage and the cause to why my insurance agency's network declined. This is evidence Bristol Toyota sold a vehicle with Prior damage fraudulently. According to the ***** blue book value my 2015 Toyota Venza with 1 Prior structural damage is valued at ******. So that is a difference of comparison of ***** difference of compensation that would be an accepted offer from Bristol Toyota to the consumer (me) ********************************
  
  Regards,

  ******

   

   

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I SPOKE TO *********************** ABOUT A USED **** ***** ACCORD LX WITH 35K MILES ON IT.*************** REFUSED TO DO WITH BUSINESS WITH ME BECAUSE I AM FROM ******** BECAUSE HIS DEALERSHIP HAD A PROBLEM WITH NY DMV IN THE PAST. HE TOLD ME I SHOULD GO PLAY IN THE SAND. THIS DEALERSHIP SALES MANAGER IS RUDE AND OBNOXIOUS. I TOLD HIM MY MONEY IS JUST AS GREEN AS ANYBODY ELSES. I TOLD HIM I COULD DO THE REGISTRATION ON MY OWN OR THAT I WILL HAVE IT TOWED OUT OF THE DEALERSHIP. HE TOLD ME HE WOULD SPEAK TO THE MANAGER BUT NEVER GOT BACK TO ME.

  

  Business response

  04/12/2022

  Hello ****

  Sorry you feel this is how the conversation went, but it seems that there is some misunderstanding/communication.

  All ***** was trying to explain to you is that there have been issues registering vehicles in ** and in some instances has taken months to get done.

  Also ***** talks with a lot of customers and does not use phrases like "go pound sand".

   

  That being said your offer of $5600 was not accepted as we were asking $9995 for the said vehicle.

   

  Thanks

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Toyota of Bristol is price gouging. They are posting 2 different **** prices for a vehicle. On the website the first **** shown is $37,118, while the **** on the window sticker for the vehicle is $35,655.00. The *** is *****************. The link is:https://www.bristoltoyota.com/vehicle-details/new-2022-toyota-tacoma-sr5-*******-**-id-45984532 The ******************** website link to post a Bad Advertisement is broken. It sends clients into a loop between the following two pages which is why i am posting this yere:https://www.bbb.org/all/bbbi/adtruth/report-a-bad-ad https://www.bbb.org/all/bbbi/adtruth

  

  Business response

  03/03/2022

  Hello

  Looking at the 2 attachments that were including in the complaint I do not see any differences in the pricing of the **** and the website, also on the Website screen shot that is attached there is no VIN or

  stock number to identify the vehicle as the same one that would correspond to the attached ****. This being said we have several Tacomas on the website and could just be a simple mistake of looking at 2

  different vehicles, also there are vehicles added and subtracted several times daily as inventory comes and or is sold.

  Also here is our disclaimer on our vehicles as sometimes there is a Data error, which if one does occur we correct it as soon as it is identified -

  We try to present information that is complete and accurate. However, as the possibility for data error exists, the information listed on this site may be incorrect and is not guaranteed. Please verify the accuracy of all information directly with the dealership prior to purchase especially all standard and optional equipment and installed accessories. Prices and availability are subject to change at any time without notice.

   

  Bristol Toyota is a 32+ year President's ***** winning Dealer and we do not and have not charged over **** on our New Toyota Inventory and constantly strive to earn our stellar reputation.

*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. ↩