ComplaintsforJerry's Toyota, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They did not honor the warranty that they so desperately needed us to acquire. The car they sold us had the battery go up in it with a bad cell with in a week they then attempted to charge us for replacing the battery when it was just purchased from them. The car needed to be towed they lied saying we had a tow package and that the warranty covered they didn’t even know the company they claimed to utilize with the warranty. The vehicle wasn’t even cleaned out they said it would be detailed or at least vacuumed it had dead bugs throughout the entire vehicle in the dashboard and just an overall pushsy salesman and terrible experience

  Business response

  02/20/2024

  From: **** ******** *******************************

  Date: Mon, Feb 19, 2024 at 2:25 PM

  Subject: Re: You have a New Message from BBB of Greater Maryland, Consumer Complaint #********

  
  We have no record of this person.  If you have a valid name or the vin number of the car that has issue I will be happy to look into

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  12/18/2023

  we contacted the customer this morning and he came in an canceled the product that he signed up for and the refund will go back to the lender.  We have all signed docs on file if needed

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off for service at Jerry’s Toyota where I was greeted by my service advisor Amanda *** I was in because I heard a noise coming from my exhaust. I was placed in a rental car and called with a diagnosis. When I received the call I was informed that it would be five thousand plus dollars to repair I informed her that I have an extended warranty. She advised me that it was covered. Well I received a call from her advising that she was unable to reach the warranty company so she pushed it back on to me after she told me it was covered. Well that’s poor customer service. I went to the dealership on 3/20 and spoke with Neal Hillenburg who is the Service Manager that appears to have no customer service skills and appears to be use to talking to people any type of way. The tone the choice of words he used was very unprofessional and it made me question how he could be a representative of the dealership along with his peer Jessica ******** I was not even working with her and she popped up to but into some business that I was not conducting with her. They are both very rude and need to go thru some customer service training. I will not come back to the dealership and I have several family members and friends that have had a similar experience with the service department at this dealership. The sad part about it I have purchased several cars from them and when it was owned by people that cared the service was much better so I will have to drive a little further to Jones from now on and I will encourage many more to do so. I know people that have stated the business has not been right ever since it was taken over from Mr. Jerry himself.

  Business response

  03/21/2023

  please read attachment

  Customer response

  03/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: the follow up response is full of lies. I am a long term customer of Jerry’s Toyota and again they’ve already lost the business of several of my family and friends because of the horrible service they’ve received at this service department. You can clearly tell by Jessica’s response that she’s angry by calling herself pointing out words such as adult children or name dropping. Maybe if she worked on training for herself and her  staff to deal with the public they would know how to interact with customers better.  The dealership provides piss poor customer service and again when it was owned by the original owners my experiences were much better. Both parties of management Hillenburg and Montoya are a poor representation of the dealership and yes I will say it came off as very racist. I never name dropped as she called it I simply said my son works for Toyota and I know that I was helped out with a discount on parts here before because we qualify for a parts discount. Never once did she tell me it wouldn’t make a significant difference and Mr. Hillenburg even talked to my son just to confirm he worked for the company. He claimed he was trying to help me out when he talked to my son and my son said thank you he appreciated it. Never once did my son use profanity to anyone of them as a matter of fact we called at a time where my son was in the office working. So what does he look like using profanity at his place of employment in front of everyone jeopardizing his job. Doesn’t make a lot of sense. Again this follow up is a bunch of lies but the fact of the matter is while the car is in my name if I request my Adult children to speak on my behalf and conduct business for me that’s between me and them. On several occasions Mr. Hillenburg wouldn’t stop  rudely talking over my daughter on the phone and when my son called back to speak to  me he jumped in my conversation with my son and began talking over top of him. Jerry’s Toyota does not have the best reputation and this is not the end of this for me I have friends that work at WJZ as well as WBAL TV and I will be reaching out to them as well as any other avenues. All of this could have been avoided if the customer service was better. One thing I do know is that the service department is how business is retained at a dealership it has nothing to do with the original purchase. So whomever the owner is now he/she better get it together because they will be losing a lot more customers. If I have to take the extra drive to Jones then so be it. And I never expected for anyone to give me my car with an unpaid balance if that was the case I wouldn’t have came prepared to pay. At this point the warranty company has reached out to me and informed me that they paid their portion  and I just want my refund for the portion of the money that is owed to me. And I stand clear I will never come back to that dealership and I will encourage others to stay clear as well. 
  
  Sincerely,
  
  William ******

  Business response

  03/23/2023

  We have been paid in full by the customer at time of pick up and have accepted no payment from the warranty company. At this time the customer needs to seek their money due from their warranty company.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ok. This is a situation with my mother’s car. She went to get her car checked on July 2022 and ended up paying (via loan application) to get tires changed and some other stuff done to the car. Now, I really want us to get a refund because everyone keeps on saying that the tires that were put on the front are older than the back tires. (News flash) it’s the front tires that were changed and are supposed to be newer than the back. I feel so bad because it means someone lied to us and ripped us off for $850 and the problem didn’t get fixed because we went to Pep boys today and they did an evaluation of the tires and said that the front tires, (which were the ones “supposedly” changed) aren’t safe to drive and have a safety concern. I really need you guys to intervene for us so that we can get a refund and find out why we were lied to about the tires and the service. Please intervene for us. Because it’s so unfair that we pay $850 for tires that mechanics and Jerry’s Chevrolet were laughing saying the back tires are new not the front ones and it was the front ones which were changed. Our names are: Mary ******  And my mother’s name is: Alice ******* Our car is: Toyota Corolla LE. I know it has been months since the tires were changed, front tires that is, but still that shouldn’t be an excuse as to why we shouldn’t get a refund. If Jerry’s Toyota claims that the tires they changed at the front were new then I don’t for the life of me understand why the back tires of our car look newer than the front ones. This means someone took old tires and put them instead of new ones. I DEMAND A REFUND. We were taken advantage off. Pep boys report is attached. (03/10/2022)

  Business response

  03/13/2023

  Furthermore, why all of a sudden is there a lack of trust, reviewing the Carfax history report customer purchased this vehicle from us (Jerry's Toyota) and received 4 years up to 50,000 miles complimentary maintenance (our loyalty program) that of which the customer received all of those benefits and only after the 50,000 interval was received the trust faded. 

  Customer response

  03/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:
     With all due respect, I understand that you guys did service our car and quite frankly we were honoured to get service done but I think you ripped us off and whoever fixed our tires and did a rotation of them didn’t do a great job at it.

  The problem(s) started after my mom got the car checked July 2022. And some tires were changed. The front tires were changed. I mean common sense should dictate to anyone that is, if a customer has to pay $850 to get the tires changed and fixed, you’d think that the job would get done well and accordingly right and the TIRES OUGHT TO BE NEW right?  But why and how comes everyone even my mother’s friend said, “are your back tires new?” Mind you it’s the front tires that were changed (supposed to be new). To my mother’s friend the back/ rear tires were the ones newer than the front ones. 
      Ok. We took the car to Jerry’s Chevrolet to get fixed. That was one - 2 weeks ago. When my mom went to pick up the car, The gentleman stated, “why are your front tires old but your back tires old?” 

  Ok. 
    Pep boys. March 10th 2023. 
  The young guy who serviced my mother’s car for oil change Looked at the car and checked the tires (I attached pep boys analysis for the tires). The young guy looked at the front tires and asked my mom, “were this the front tires which you said were changed @ Jerry’s?” Yes she said. He told my mother, “your back tires are newer than the ones which were changed.” (young man shock his head) 
  

  I’m not Einstein but hey, if you have multiple people giving us feedback that it appears to be our front tires are old as methuselah, but the back tires are newer, mind you the back tires we’ve driven that car for 3, almost 4 years, and the back tires haven’t been changed. So they should be in terrible condition as opposed to the ones which were “supposedly” changed and done a rotation on in July. 
     Why are the front tires looking horrible and not in good shape yet they were the ones changed? I don’t know. The only assumption here is that  someone from your department took old worn out tires and put them for us and didn’t service the car as it ought to have been serviced. Because if they truly had done their job, we wouldn’t have been getting the report from pep boys stating that the same tires that were changed are the same ones that need another fixing. 
    And I will again attach Pep boy’s summary of the report from the tire check. 

  I demand a refund if not a refund, my mother shouldn’t pay the rest of the balance on the $850 loan she took for the tires to be serviced because clearly she was ripped off. 
  

  Do I make myself clear?  

  Sincerely,
  
  Mary ****** *******

  Business response

  03/14/2023

  Again as previously stated since tires were replaced in July 2022, there was atleast one tire rotation service  done by us at Jerrys which would have moved the 2 new front from July 2022 to the rear of the vehicle. So yes to someone with no service history of the car the rear would appear newer due to the rotation. Not sure where the confusion is

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my car was totaled lossed on 10/6/2022 which whom i purchased from Jerry' Toyota; although i cancelled the warranty when the car was ruled a loss ; i cancelled the warranty on the 10th of October with the dealership and this dealership has yet to pay out the warranty to myself or the bank whom financed the vehicle. Though i have spoke with Chad and Jimmy ; no actions has been taken to payout the warranty balance of $1689.00

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */ we process warranty and gap refunds once a month looks like it was process in November anf paid in december. Shee need to contact CPS the bank

• Initial Complaint

  11/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed for bankruptcy and had it discharged in August. Since then, Dmitri from Jerry's Toyota has been sending spam to my mail. I've contacted him on 09/03 and asked him to remove my address, I still owned my vehicle, and that bankruptcy was not their green light to obtain my personal information and start sending me predatory offers for vehicles. He responded and said he would. Once again in October, Dmitiri has sent the same thing. I emailed him directly again on 10/06, saying further attempts and not removing my address would result in a BBB complaint. He did not respond this time. Here it is November, and I'm getting another letter from Dmititri for predatory business attempts to sell me a vehicle although I already have one. I'm asking that this company leave me alone. I have never VISITED their dealership, never owned a Toyota in my life, they used my PUBLIC INFORMATION to start spamming my mailbox. It's UNWELCOMED and quite frankly TRASH business and unprofessional. I want my address removed and the attempts to sell me stuff CEASED since they can't seem to listen to emails.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */ Fortunately, or unfortunately your information is public information sold to mailing company and attorneys. We will remove you from future contacts from us Consumer Response /* (2000, 7, 2022/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Public Information or not, it doesn't give a company the right to start sendinfing predatory sales fliers to one's address. I OWN a vehicle and have throughout my bankruptcy. after I asked to be removed the first time that should of been the end of it. It should not have taken a complaint to the BBB for the company to hopefully stop. Consumer Response /* (3000, 13, 2022/11/28) */ They promptly sent another flyer in the mail. They have lied and not removed my address and are still sending me stuff. I want NO FURTHER CONTACT BY THIS COMPANY

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 25 I took my car to Jerry's for my 45k maintenance inspection. Afterwards my multipoint inspection read that my brake lining and my tire depth were better than my last one. My last check was at 39k and my brakes and tires magically got better. I asked the service manager how was that possible and she couldn't answer. I also told her my tire light had came on for no reason, it wasn't on when I came. My tires read LF 8 RF 4 LR 5 and are RR 8 on 3/07/2022. On 5/25/2022 they read LF 4 RF 7 LR 7 PR 4. How would my tread increase? My brake lining read LF 4 RF 4 LR 4 RR 4. My last reading read my brake lining needed attention. I also paid for an oil change. When I got my car it was very shaky and my tire light was on. I took it back to Jerry's to tell them and they are saying everything was performed. The service manager was not available to talk to me. They never changed my oil or even inspected my car.

  Business response

  09/01/2022

  Business Response /* (1000, 13, 2022/06/29) */ Customer came in morning of 5/26/22 and viewed camera footage showing that service oil and tire rotation were in fact performed. Customer was also taken into shop and shown oil filter removed from her car the day prior and shown the oil in her car (the cleanliness, fresh oil). Tire rotates front to back hence the difference in measurements. Customer taken into shop and shown, she left happy and reassured so she said. Consumer Response /* (3000, 15, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not shown footage of an oil change or tire rotation. I told the manager that the video dud not show my oil change nor did it show my tires being rotated. The manager admitted that they did not rotate my tires, nor did they check my brakes. They showed me an oil filter that was supposed to have came off my car a day later. They showed me an oil filter a day later. Why would they even have an old oil filter the next day? My tire light had to be reset. My tire light was not on when I arrived. The manager knew I told her that is not a video of an oil change, nor a brake check, nor tire rotation.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went on may 4 2022 to buy a vehicle advised them to run my credit only once. My credit was ram more than 3 times and on top of that I received a credit card from Toyota that I did not authorize. Now my credit is been affected because of this situation. This should not happen to me or anyone else that is why I want them investigated for possible fraud going on .

  Business response

  09/01/2022

  Business Response /* (1000, 19, 2022/07/25) */ When we call a deal into a bank we auto submit to 3 lenders and and toyota credit card company. Im sorry that your poor credit did not allow us to get you financed. When you sign the credit app it gives us the right to send to banks. It looks like you then tried to add a co-signer which was turned down by several banks. Inquiries are the reason for you credit score the poor credit on file is. no fraud here Consumer Response /* (3000, 21, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business should advise the buyer what they are submitting and it does not give the dealer ship the right to apply for a credit card without receiving consent from the client. It is not about having poor credit it is about you guys not listening to the buyer if I tell you only run my credit through a certain bank and it does not get aptthat is the end of it. All I want is my inquiries removed from my credit history because I did not approve them. The only one approved was through SECU. The dealership needs to be transparent when doing business.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 15, 2022, I called Jerry's Toyota to understand my loan information. Recently, I had canceled my warranty and the money I had paid should have rolled over into my account as a lump sum towards my entire loan. The bills state that they were due 6/14, 6/28, 7/14, and 7/28, but I had paid them in January and February. My total amount had not changed since the warranty was cancelled, nor the interest rate. All this information was gathered through the automated line. When I was speaking with the associate at Jerry's Toyota, first I was deferred by the front desk several times to call ******** which is the biweekly billing service. I did and the company told me that they had no access and information about my account. When I called Jerry's Toyota again, I was finally led to the finance department. The first time, I was on hold for about eight minutes before I decided to hang up, because there was no prompt to leave a voicemail. The second time I called, being two minutes apart, the man on the phone did not ask for any of my personal information, through this, I knew he had no information about my case specifically, nor did he ever ask for it. He proceeded to tell me that my financial decision was incorrect and almost satirized it, saying that my refund should be put in as a supplemental. I tried to explain to him that I would like to do that, although I am confused on the entirely of my account due to mislabeled bills and the missing return money on my account. He was constantly cutting me off so it was very difficult to get my situation across. The individual kept on reassuring me that loans take 6-8 weeks to process, and even after telling him that the warranty was confirmed to be canceled two months ago. He also kept repeating, several times, that I needed to speak to my bank about the loan despite my loan being processed through Toyota finance. I was so gaslighted that I even asked ******** about my loaner, and they confirmed it was Toyota finance.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2020 Camry from them in August of 2020. On March 18, 2022 was on highway and vehicle loss acceleration. Vehicle had to be towed. When vehicle got to Jerry's a diagnostic was done. An additional diagnostic had to be done by a Toyota Field Representative. I was told there was damage to the pistons and they hydrolocked. The vehicle is under a 5yr or 60,000 miles powertrain warranty. That covers the engine and components. They refuse to fix the vehicle under this warranty. The car only has 37k miles and well under 5 years old. I've asked for several explanations of why they won't honor this but they will not give a straightforward response

  Business response

  05/01/2022

  Business Response /* (1000, 5, 2022/04/12) */ UNFORTUNATELY THE TOYOTA REP HAVE FINAL CALL IN WHAT IS A WARRANTY ITEM AND WHAT IS NOT. JERRYS TOYOTA DOES NOT WARRANTY THE CAR BUT TOYOTA DOES. WITH THAT SAID THE REP FROM TOYOTA CAME OUT AND REVIEWED THE ENGINE AND ALL SUPPORTING DOC IN REFERENCE TO THIS AND DENIED THE CLAIM. IT APPREARS THAT THIS VEHICLE WAS ABUSED BE ON WHAT THE THE CAR IS DESIGNED TO DO. IF I REMEMBER THAT THE CUSTOMER TRIED TO CLAIM THE MOTOR WAS BAD BECAUSE OF AN ACCIDENT WITH A TIRE THAT THE CAR WAS HIT. ALSO THE CUSTOMER TRIED TO TRADE THE VEHICLE IN ON A NEW CAR AND THE CUSTOMER BLAMED BILL ***** FOR NOT TITGHTING THE OIL PLUG. THEY FIRST TRIED TO BLAME BILL ***** AND NOW US. ALSO I WAS TOLD THAT AN INVENSTIGATION WAS DONE ON SOCIAL MEDIA OF THE OWNERS OF THE CAR AND FOUND THAT THERE WAS ABUSE OF THE CAR ON VIDEO. MS EVANS FATHER(I THINK) HAS OPENED CASES WITH TOYOTA AND BBB AND PROBLEY THE ATTORNEY GENERAL TO GET THIS COVERED UNDER WARRANTY THIS IS NOT GOING TO HAPPEN IT IS VERY TROUBLING THESE DAYS THAT CUSTOMERS WILL DO ANYTHING TO GET SOMETHING FOR FREE. INCLUDING INSUANCE FRAUD. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the vehicle was not abused and has never been to bill kidds.all service has-been done by Jerry Toyota. We are not just trying to get it fixed for free as you have stated. It is well within the claim rights. There is no video of the car being used for anything it shouldn't be. We have purchased 3 brand new cars from Jerry's. All we want is what is what should be rightfully done. And be mindful the car loss acceleration prior to the tire striking it from a semi truck. I am Ms. ***** not the father but the MOTHER. Your dealership is not customer friendly and have not been helpful at all. It's almost as if because we are black you think we want to get over as you put it. Not at all the case. We are a military family that stand on honesty and people word. Which has not been the same for you. And I will continue to seek the correct justice in this matter. Business Response /* (4000, 9, 2022/04/15) */ I have nothing to say because it's not the dealers call. The car has a warranty from the manufacturer and not the dealership. Further legal actions should be done with toyota and not the dealership. It's not a dealership issue at this point Consumer Response /* (4200, 11, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not happy with the way the dealership handled the situation. Whether the warranty is through Toyota manufacturer or not. The customer service we received after Toyota rep came out was despicable. No one would speak to us or return our calls after Toyota wouldn't pay. No one gave us other options far as the price of repair without warranty or anything. It was basically get your car and be on your way. Jerry's did a diagnostic took parts off the car did not put it back together put threw parts all over the car truck, front passenger floor and backseat. There's a way to handle everything and you guys dropped the ball big time with customer relations

*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. ↩