ComplaintsforToyota of Ann Arbor

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently bought truck from Toyota dealer. Touch up paint was done very poorly over large area not agreed upon. Sales manager said would fix and then never returned my calls for three wks calling many days in a row every week. Cover was ripped and sales rep did not show me before I bought was never fixed another thing sales rep said would be fixed. I would like them to honor commitment to fix both items as agreed upon.

  Business response

  04/29/2024

  We have addressed ****************** concern and corrected the issue he had.    Please me us know how We can be a help in the future.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week i went to purchase a 4 runner and they approved my transfaction through ****************** credit union. i took the car home last night. have insurance. paid 6k down to approve loan.. and im being told the loan may not be approved. they let me take this car without an approval and wasted 4 days of my time, regardless of weather i find a way to get an approval or not this is unacceptable.6 grand down. contract signed. left with car..and they are saying i may need to return it.. how terrible

  Business response

  11/07/2023

  To whom this may concern,

  We have addressed **************** concerns and everything with his vehicle has been complete.    We also as a show of good faith provided him with an exterior protectant for his 4runner.     We truly appreciate his business and look forward to seeing him in the future.

   

   

  Thanks,

  *****************

  Toyota of Ann Arbor

   

  Customer response

  11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership sold my son an overpriced (by $3,000) Toyota Corolla hybrid. Shortly after purchasing, he got into a collision with another vehicle. It has been at the shop now for months, waiting on a part Toyota doesnt manufacture as of yet. When I contacted the dealership for help and to see what options we had, the sales manager was incredibly rude and condescending. I proceeded to go to the dealership in person, asking if they would buy back the vehicle they sold my son due to the issue with the part. After an hour of having me wait around, not one manager would speak with me, I was simply told by the original sales guy that they didnt want to buy the same car they just overpriced and sold to my son due to the issue with the part. Stated its not worth anything to them considering they dont know how long it will be before Toyota even makes the part. Even had the nerve to suggest if they did buy the car, my son would have to roll the deficiency into a new vehicle! Why sell a car to a consumer that they dont make parts for in the first place? Why charge them over $3000 for said vehicle? Also worth noting my son had a trade in plus down payment and his car note is approximately $650/ month. They totally took advantage of a kid and have shown absolutely no remorse in doing so. He is now left paying for a car thats non drivable. Contacted Toyota to see if they would assist with a rental in the interim and was told they cannot guarantee reimbursement until the part is received and installed which could take months, after which point they would further review and maybe reimburse a portion of the cost. *****, unbelievable.

  Business response

  10/06/2023

  
  I have personally spoken our customer's mother(******) several time in regard to her concerns.    ******'s sons car was damaged in an accident, there was/is a delay in getting a factory part for completing the repair at a 3rd party body shop.   The repairs have been now completed from what the body shop informed us.    I know ****** was frustrated that We could not provide a free loaner/rental but that should be something her son's insurance/the party that hit her son should take care of if there was any expense incurred.    In my conversations with ****** the nature or structure of her son's deal was never discussed, further due to privacy any conversation of this nature would need to be done with the customer(her Son).    If he would like to trade the car We would be happy to work with him, I'm not aware of him coming in and attempting to do so.     

   

  Please contact me directly with any further questions,

  *****************

  General Manager

  ************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Toyota of Ann Arbor on 11/5 (2022 ****** Forester). During negotiations, I SPECIFICALLY asked if the vehicle I was purchasing had two keys and the salesman confirmed that all newer cars came with 2 keys. There was another witness for this conversation exchange. This was a factor that influenced my decision to purchase a car from this location as I had several other cars I was looking at. Ultimately, I purchased the vehicle from Toyota of Ann Arbor and that is where my problems began. When the vehicle was delivered, I asked for the second key and the driver said there wasnt one when I reached out the following week, they advised a second key would cost me $500. I was disappointed to learn this information after the sale of the vehicle as this would have been an issue I would have negotiated had I had all the facts while there at the dealership. Additionally, my tags are expired and I have not been sent the title. I have emailed and called several times, all to which I have not heard a response. I feel that I was blindsided and now am stuck with a car I cannot drive and no eta on the title.

  Business response

  12/14/2022

  I called and left a message for **** a few minutes ago. Our sales team has a different recollection regarding the key but believe that "the customer is always right." so we will reimburse a second key expense for her. The reason her salesperson wasn't as responsive as he should have been was related to a significant family emergency. Regardless, the state hold up is in **** but should be resolved in the next 48 hours. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car here and have had all maintenance performed here. I also bought an extended service wheel and tire warranty here. The service **** diagnosed my car with 2 bent rims and 2 warped tires on September 9 and recommended replacing all. I asked them to file the claim with the warranty company to have the work done. Since then, I have been placed 2-3 calls per week, for six weeks, and have had trouble getting a response. Yesterday, ****, the Service Manager finally took my car in and supposedly had "a guy" coming to do the repair. When I called at the end of the day, he said the work had been done and the wheels were better, but not perfect, but he couldn't tell me who did the work and said he didn't have any supporting paperwork to show me. I pushed until he told me that a company called Dr. ***** looked at the wheels and said they couldn't be repaired. Dr. ***** never looked at my car and they don't even do that type of work. They do interior patching and repair and buff out scuffs in rims from brushing up against curbs, etc. They are not equipped to repair bent rims at all. I was lied to as a way to placate me, and my car sat on the lot all day. Even the repair order I received from the dealership stated that no work was done after a "vendor" looked at it. I have been manipulated, ignored, lied to and treated very poorly with a complete lack of professionalism.

  Business response

  10/31/2022

  ********************
  BBB of ******* & Eastern ********
  20300 ******************************************************************************************************* ***********************:
  
  This letter is in response to BBB Case # ******** filed by ***********************, in reference to service repair issues she incurred regarding her wheels and tires. **************** purchased a new 2021 Camry from Dunning Toyota (our former ownership) in April of 2021. During that purchase, **************** purchased a road hazard tire protection warranty that covers damage to wheels and tires caused from road hazards. This policy covers cracked rims and repairs or replacement tires from damage caused by road hazards. Upon diagnosing the bent rims, we filed a claim with the warranty company. They asked for photos and other documentation to approve the claim. Ultimately,the warranty company rejected the claim to repair or replace Ms. ******* wheels as the damage, apparently, didnt meet the necessary requirements for repair or replacement. As we are a new company that doesnt do business with this warranty company, we had very little leverage in which to persuade them to change that decision.
  
  While researching what happened here, **************** clearly ended up being stuck in the middle of this effort.Having to make multiple trips back and forth to the dealership to ultimately have her claim denied. Further, we found that **************** is correct to feel like our communication wasnt as good as it should have been. There were several people that tried to assist her with this claim, but we didnt live up to our customer service standards in this instance.
  
  As such, despite buying this vehicle and warranty from our prior owners, we offered and are continuing to try to help **************** with making this situation better. The ask of entirely new tires and wheels at Toyota of Ann Arbors expense isnt reasonable for a few reasons.First, **************** drives quite a bit and has over 30k miles on her vehicle.That is nearing the end of her tires natural life as we are generally replacing tires between 30k to 40k miles here in ********. She does have some cupping on her tires but, given our roads, that was likely caused by an alignment issue that *** or *** not be directly related to the wheel problem.We have no way to know. Further, no tire package covers wear from alignment problems so the warranty wouldnt have covered that or would have only offered prorated reimbursement. Next, this warranty company only covers cracks in wheels and more excessive damages. Again, this is an instance where the repair wouldnt have been paid for. Lastly, Toyota of Ann Arbor had nothing to do with the sale of this warranty or vehicle for that matter. While we absolutely want to take care of Dunning Toyotas customers, asking Toyota of Ann Arbor to pay for 100%of this repair just isnt reasonable.

  Currently, we have scheduled an appointment for Thursday to try and repair the wheels. We are giving **************** a loaner vehicle while we work through this. We plan to cover the wheel repair as a good faith make up for our lack of communication and the run around **************** was put through. If the wheels cannot be repaired properly, we will promptly communicate how much help we can provide towards a new set of wheels. Once we cross that hurdle, we will share in some of the expense of tire replacement. This will all be done in effort to restore some of Ms. ******* faith in our business as we move forward.  
  
  Thank you for all you do at the BBB.
  
  Best,
  
  ***********************
  Toyota of Ann Arbor
  General Sales Manager
  734-997-7600ell us why here...

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This place has many complaints regarding price transparency but specifically I have asked for a refund on a service that was never provided to me. I was sold this LoJack car theft system 5/27/2022. I was never given any information on how to set up or get started. I asked for a refund from a ************ for the $995 spent on theft device that was never activated and maybe never even really installed in the car. I was told had to go through the dealership. Have been trying to get in contact with someone at the dealership for a few weeks now and nobody will return my request for a call. I want a refund of the $995 and I am still waiting on a refund for a maintenance contract for $457 that is supposed to be sent to me. If something was really installed in my vehicle I will bring back the vehicle so they can have the alleged device that is "somewhere" in my vehicle.

*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. ↩