ComplaintsforJerry's Toyota, Inc.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to share my experience with Jerry's Toyota with regard to the conversion of my RAV4 lease to ownership. My ordeal began when I decided to keep the car and wanted to know the payoff amount so that my credit union would finance the purchase. Unfortunately, Mr. *********(salesperson) informed me that this would not be possible, that I had to first purchase the car through Toyota then turn around and refinance the car with my credit union. Anyway, I went ahead with hesitation to do this, come to find out the payoff amount they quoted me or put on the contract $24,688 was not what they set ****************, instead they sent them $20,889.77. When I asked for the breakdown of the $24,688 I was told it included tag, title, and something else I don't remember. No way this was $3798.23. They then turn around and send **************** a less amount. Anyway, my lease was on auto-pay with my bank and I forgot to cancel the February auto payments so I was charged the February and March payments. I signed the purchase contract on 2/4/22. Based on what Mr. Dan ****** told me I would receive a grace period of 45 days before my first payments, hopefully by then I would have received the title from the MVA so I could go ahead and refinance with my credit union. I have not yet received the title so I will owe **************** the first payment that is due 3/20/22. I have just received a reimbursement of $366.70 in the mail for March. So I am still owed another $366.70 according to what I was promised (45 day grace period). **************** said I should contact Dan ****** since he was the one who promised me the 45 day grace period for him to reimburse me the amount. Also if you could look into why I was charged $24688, because I think they were not forthright with what this entails. I am a single mother of 2 and I have felt misled in this whole situation.

  Business response

  04/25/2022

  Business Response /* (1000, 9, 2022/04/07) */ THE CUSTOMER HAS THE OPTION OF BUYING THERE LEASE DIRECTLY THRU THE LEASING COMPANY. AS STATED ON HER CONTRACT. THAT PROCES TAKE ABOUT A MONTH TO COMPLETE. WHEN WE DO IT WE CHARGE OVER THE RESIDULE TO HANDLE THE WHOLE PROCESS. AS OF RIGHT NOW WE ONLY ALLOW PEOPLE TO PAY CASH FOR FINANCE WITH ONE OF OUR SOURCES. WE HAVE IN THE PAST GAVE US BAD CREDIT UNION DRAFT AND THE DEALER IS OUT APPROX 30k. SO IT IS COMPANY POLICY THAT THE PERSON FINANCE WITH OUR SOURCES AND NOT THERE CREDIT UNION. AS FOR THE 45 DAY IT IS CLEARLY STATES WHEN THE FIRST PMT IS DUE. SHE CAN CONTACT DAN ABOUT THAT Consumer Response /* (3000, 11, 2022/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off Dan ****** is their employee and after contacting him got more lies from him. He was acting on their behalf and not as a free agent. As pertains to Toyota taking a month to process this transaction dated 2/4/22. It took way longer as the envelope on title was dated 3/29/22. Once again the difference between what **************** quoted me and what Toyota dealership quoted were two very different amounts even with respect to the residual amount stated in their response. I did not have an option to purchase the lease through Toyota. Having lost 30k elsewhere has nothing to do with me, this was not disclosed and cannot expect customers to finance through them as their rates are higher and even then do not keep their timeline if someone was to refinance elsewhere, which was my case. They were not forthright from the get go. They took way longer in the process causing me to incur me more unnecessary expenses. Had they processed this transaction within the 30 days I would never have known about these residual amounts they claim which are not stated in the contract. They just quoted an amount of which I asked the breakdown and was never given an explanation because they knew what they were doing, being dishonest. Business Response /* (4000, 13, 2022/04/18) */ We will not persue further.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Used car sales without a title after 5 months. I purchased a used car (2021 Hyundai Venue VIN: KMHRC8A30MUXXXXXX) on 10/19/21 for $29,938.16 from this dealer (Jerry's Toyota). Stuart Weinstein was the salesperson and **** was the manager, who helped me through the paperwork. The transaction included a registration fee of $565. The first temp tag expired on 12/18/21. I contacted the dealer numerous times to get a title and registration for the vehicle. **** kept saying, "it's on the way, it should be there at any minute", but nothing arrived for months. At one point, the salesman (Stuart) said I was supposed to register the vehicle myself despite the fact that I paid for the registration service. Nevertheless, I still didn't receive a title, registration, or a temp tag. I called again after the first temp tag had expired. Matt said they were not supposed to issue or renew a temp tag, so he **** have to "change something" in the system so that he can issue me a second temp tag. On 1/4/22, my bank sent me a letter stating that they had not received a title for the vehicle. On 1/10/22, I paid off the vehicle loan. I have tried to contact the dealers every week, but they have no status update or are simply not reachable. On 3/7/22, I sent an email to the general manager, Matt, but he did not respond. When I finally talked to him, he said he was aware of my situation and forwarded my issue to his legal department. He also said that I do not have to worry about getting pulled over for driving with an expired temp tag due to "COVID". I need a resolution. I would like to dissolve or void the sales transaction. I would like the dealer to take this car back for a full refund.

  Business response

  06/07/2022

  Business Response /* (1000, 12, 2022/04/13) */ ***Document Attached*** there was a delay but everything is complete Consumer Response /* (3000, 14, 2022/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is partially resolved. Jerry's Toyota sent me DC tag but still no title for the vehicle. Matt called and said he Fedex me the title, and I will have to go register it myself. But instead, what I received was the tag without the title. Business Response /* (4000, 16, 2022/04/18) */ i sent fed ex letter showing they were signed for? Consumer Response /* (4200, 18, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, it was not my signature on the envelope. It was a concierge downstairs. That person signed for the envelope which contained the DC Tag/registration. That is fine. What I still don't have is the title for the vehicle. I need the title. Business Response /* (4000, 20, 2022/04/19) */ THE TITLE COMES DIRECTLY FROM THE DMV. I CANT DO ANYTHING TO SPPED THAT PROCESS. DOING THE REGRISTRATION IS THE FIRST STEP

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/13/2021 I purchased a vehicle from Jerry's Toyota. Worked with a finance manager Daniel H. who sold me the following add on : KAHU & Maximus Key Replacement Package for $1,340 TMIS- VSA $1,190 TMIS-GAP $695 On 1/8/2022, I sold the said vehicle and started to reach out to Jerry's Toyota to start the process of cancellation. I was told conflicting and contradicting instructions. They said I needed to go to the dealership in person and bring a copy of proof of bill of sale. Upon showing up to the dealership, I was then told by Daniel H. the finance manager that I needed to send him a paper copy of the payoff letter even though I have shown him an electronic copy as proof and he can verify it in his system it was paid off. When I left the dealership, I followed up the next day and provided the document, and asked for a confirmation of the cancellation. I was never given a cancellation form to sign. After several emails and calls, I escalated to the GM Matt B. His response was short and forwarded the same communication to Daniel. It's now 1/23/2022 and I feel that my request has not gotten any traction and has been deliberately been delayed/ignored. Sent an email to Matt, with my intent to pursue legal action. Responded very rudely and instead of de-escalating the situation proceeded to tell me that he will no longer speak with me and will only talk to the lawyer as their "company policy". Lack of respect or care with customers and very shady business practice.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/24) */ I have all the information for the customer. The Customer had said that he is contacting an attorney for help on this matter. It is our policy that we only have contact with the attorney at this point. Please have the customer attorney contact me so I can update her or her on the cancellation process that is complete.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2018 Toyota Tacoma that started experiencing a problem in October of 2021. The vehicle had roughly 58,500 miles on it at the time I took it to Jerry' s for service. During the service appointment they completed some recall related repairs but claimed they could not replicate the main issue I brought it in for. The issue was the vehicle made a very loud grinding noise when engaging 4WD. I had used the 4WD feature fairly regularly and this was a new issue that popped up on a recent trip to the beach. I picked the vehicle up, got it home, and immediately replicated issue. I let the dealer know issue was not resolved, and was told that they would take a look at it again when I brought it back for an unrelated repair that we were waiting on the part for. Didn't hear from the dealer for over a week, called to check on status of part, and in turn the return trip for the 4WD issue, and was told the part was on back order. When I asked about 4WD issue was told, again, they would look at it when I brought in for other part. 2 more wells go by. Hear nothing, call dealer, talk to somebody else and am told the party was never ordered, they were waiting on me to authorize it, it's at the warehouse and they could have it tomorrow. I'm working, first change I get to go back in (probably 2 wells later) I go to dealer, ask if mechanic can ride around parking lot with me so I can shoes issue. They agree, mechanic gets in car I replicate issue in 30 seconds. He said he will open a ticket with Toyota. At this point truck has over 60,000 miles. Get call to bring vehicle in as ASSP. Schedule first available appointment, am told when I get there that I'm out of warranty. I remind them this issue was reported within the warranty period. They tell me they will look. I get call saying that because I'm out of warranty and my vehicle is "heavily modified" (it isn't...it has a 2" lift and a Sprint Boost to enhance throttle response. Due to this they deny warranty service. Quote $4600

  Business response

  02/16/2022

  Business Response /* (1000, 13, 2022/02/10) */ ACCORING TO CUST WE ARE COMPLETE FIXED Consumer Response /* (2000, 15, 2022/02/10) */ Thank you. The company repaired my truck in a satisfactory way. I appreciate your help.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just brought a 2016 Ford explorer from Jerrys Toyota dealer I have not had the car a full 30 days and the transmission went up. The car has been in the shop 3 times since I have had it. I am now without transportation. I no longer want this vehicle. Toyota has not been accommodating in any way. I receive a 30 day warranty from Toyota for 30 days or 1000 miles all parts & labor that they did not honor. The car is currently in the shop for a transmission. So I have a car that I have to pay for that I have not had had the luxury of driving. Jerrys Toyota is treating this like this is a my problem and taking no accountability for selling me what I feel like is a lemon vehicle.

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2021/10/19) */ Yes everything is accurate in what she is saying but a few minor details. She has a 30/1000 warranty that is given to her for the transmission from the dealer. the one thing that does not come with a free rental. We are extremely low in inventory of rentals. At this time we cannot offer a free rental. Her car is in the shop at a for dealer right now to get fixed, she did purchase an extened service policy that allows for a rental. The problem with that we are not using the extened service contract to fix it . we are doing our best to make this happen a quick as possible. do to finance restraints we are unalbe to trade her out of thei car at this time. We would need a minimum of 8-10K down to trade her out of this truck. The fact she is saying its a lemon is false we have all our pre owned cars are maryland state inspected Consumer Response /* (3000, 7, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jerry Toyota is taking no responsibility for this Issue.My car is still in the shop and I had to use my extended warranty to get it fixed..which I paid for.Jerrys Toyota is not paying for my car or a rental.My car has been in the shop now almost 2 weeks and my extended warranty only covers 1 week...Dissatisfied with this bussiness

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