ComplaintsforSuburban Toyota of Farmington Hills

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Im having difficulty getting my $500 refundable deposit back, and also experienced questionable sales tactics.I met with Awring A on 5/2/23. She explained a $500 refundable deposit would buy me a space on the allocation list for a Corolla Cross Hybrid and I could change my mind for any reason and receive the deposit back. We built my car on Awrings desktop, she printed me a copy, I paid the refundable deposit with my card. One day, I saw a Corolla Cross Hybrid listed on the dealer's site, so I engaged online chat, and the rep checked with her team to confirm the vehicle as onsite and available. She took my contact info and texted the purchasing options. I went into the dealership to view the car and learned it had never been onsite as the rep claimed. In fact, the dealership hadnt even received a CC Hybrid in their inventory at that point. This misleading act resulted in wasting time and gas in a fruitless, awkward trip to the dealership.I considered other models in early June and reached out to Awring. She said a new RAV4 was due to ship to the dealership in a few days and she would reach out to arrange a test drive when it landed. Its been a month, and I have yet to receive a phone call or email.Since then, my situation has changed, Im no longer in the market for a new vehicle and don't need to remain on the dealership's priority list for allocated vehicles. On July 12, I initiated a chat online with a representative ****************** regarding my $500 refundable deposit. She said she would need to talk to the management team about next steps and someone would be in contact. I gave her my phone number and email address. Two weeks along now, and *** heard nothing. This morning, I emailed Awring to explain my situation and inquire about next steps. Given our journey thus far, I dont hold out much hope. I am happy to continue the papertrail and seek outside support from BBB before engaging my attorney and amplifying this situation on social media.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 20 I bought a used car from suburban toyota.it wasn't until that Sunday when I drove it on the expressway.I noticed some shaking that didn't happen before.took it in that Monday to have it looked at because I just got it.they were busy and we set up an appointment for that upcoming Thursday at 8am..later that afternoon they said that they had to order parts.something about the transmission.they gave me a loaner car until the truck is fixed.the longer they had it,the more I felt.that it was a bogus deal!so I tell the sales guy (*****) and the financial guy (*****) about the 2017 arcadia.and that I wanted out of the deal with the truck.they both were telling me that I'm lock in that contract and the truck is my problem..today is a full month of me not having the truck.its still at the service center getting worked on..on Monday Friday the service manager (****) call me and said that the used car manager ******** was going to buy the Acadia back.its too costly to fix.. which means I shouldn't even had been in that truck.2017 Acadia with ****** miles on it.I have been calling ****** and leaving messages about getting the buyout done asap because my first payment is due the first week in march.and I haven't even had the truck.now no one is returning my calls..once I texted the financial person (*****)and told him that I was filing a complaint,he calls me right away..tells me I'm lock in my contact. I told him that they still have the truck.and that they wanna buy it back.he tells me that they can buy it back,but I have to pay taxes on the truck.. which is a lie. The bank said that by them buying the truck back that it voids out the contract. I have already paid insurance so I'm out of that money with no vehicle.now they said that they would have to run my credit again after it went down over 100 points..9 hard inquiries from Toyota.I shouldn't have to pay for a vehicle I never had in my possession.now no one is calling me and I still have the loaner.help me

  

  Business response

  03/06/2023

  BBB-

  Thank you for the communication regarding ******************* and the Acadia issue. I'm happy to update that ************** has a new car and happy with the resolved situation. When he original Acadia was sold he experienced hesitation in the transmission which came out to be a part Chevrolet had on back order TBD. We proceeded with another Acadia under factory warranty that is newer in age and a lot less miles.
  All accounts are satisfactory. 

  Please update this file when time permits. 

   

  Thank you,

   

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

  General Manager 

  Suburban Toyota of Farmington Hills

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

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did a trade-in through ******************** in November 2021. The truck I received through delivery was through Suburban Toyota in Farmington Hills, Michigan. Everything was fine up until my Temporary tag expired 12/31/2021. I spoke with Driveway and Suburban Toyota numerous times about my license plates. My credit has been screwed because my old finance company has not received the check from my trade-in which has ruined my credit and reporting me late on a car I don't have anymore. Kept getting the run around for 2 months on when I would receive them. I spoke with the ** of this dealership last week about the status of my license plates. I work and have a child that I transport back and forth to school. Nobody has resolved my issue. I have filled out all these different contracts through the finance manager and still haven't received my license plates and vehicle registration. It has resulted into me not being able to drive a $30,000 truck and catch Ubers to get around. I have been pulled over by the police luckily they let me go without a ticket or towing my vehicle. This is not fair and unacceptable. It is not 2/15/2022 and I still haven't received not even a phone call about anything. I already filed a complaint through the Michigan DMV. I just want this resolved before I get an attorney involved. My mom stays in the city with health issues and I can't even drive my truck. No one offered no kind of compensation or favor for what I'm going through and again it's not fair to me at all.

  

  Business response

  03/17/2022

  Thank you for reaching out about ***************************** complaint. After researching Ms. ***** transaction, we have confirmed the trade-in vehicle is paid off and the funds were released within ten days of the purchase.  
   
  Suburban Toyota of Farmington Hills is affiliated with Driveway.com which sells vehicles across state lines. Therefore, does require an outside title company to process the proper registration documents. These specific documents were reviewed by an agent from the ***************** while all due diligence has been completed. At this moment we are waiting for the state of ******** to process the plate and registration. We are working with a local branch to expedite her registration as well. 
   
  Our team is working with all parties involved to complete Ms. ***** registration the fastest way possible.  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to this dealership to purchase a vehicle. I took the car for a test drive and the censor was broken when bringing back to the dealership they offered to give me a $500 discount off of the vehicle without offering to repair. When i drove the car home it started smoking and giving me warning lights. When coming back to the dealership for my money back and the sales manager as well as the employee refused to give me a refund even though the cabin was filled with carbon monoxide due to a broken part. Dealer is offering to exchange the vehicle but i do not want to exchange the vehicle and feel played and scammed. I am living on my own and going through family issues right now and can not afford to drive a broken car being independent on my own right now. I am seeking a refund and for them to take the car back.

  

  Business response

  01/25/2022

  Thank you for reaching out regarding ************************* vehicle. We are delighted to update BBB with good news. ************ received full refund of his selling price and he opted to purchase a used vehicle with less maintenance required. ************ is very happy with the new  vehicle purchased from Suburban Toyota of Farmington Hills.  

*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. ↩