ComplaintsforJoe Machens Toyota

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a crack in my windshield from a rock, so I have set up an appointment to get it replaced while getting my car serviced. The dealership is trying to tell me I don't have Diamond Fusion (FG) on my cars plan. That I only have RoadVantage. I remember being upsold on Diamond Fusion and accepting it because I am unlucky with windshields. I have on my purchase agreement a line entry for Diamond Fusion (FG). I just want the dealership to honor what they sold me. The Diamond Fusion gives extra protection. If they made a paperwork error, that isn't on me.

  Customer response

  09/03/2024

  Today while getting my car serviced, one of the people working at the dealership mentioned that RoadVantage administers the Diamond Fusion coverage.  If that's the case, this is a miscommunication between myself and the person I spoke with on the phone originally who told me I did not have Diamond Fusion.

  Business response

  09/09/2024

  Please be advised that this matter has been resolved with the customer.  The customer is scheduled for a repair of the windshield on the 10th.  Please call if you have any questions.

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally purchased a 2017 **** Patriot in March of 2022 after warranty for roughly above $17,000. Put a large down payment on the vehicle probably around 50% total costs. Since then it has been NOTHING but problems. Keep getting told it is not a lemon but certainly seems otherwise. Transmission broke down, Struts and tons of other work since being purchased. Major work done April 2024. Yes, they ate the costs in an attempt to fix things and I regrets not trading it in immediately. Four months later we move to a new city and vehicle broke down again! I understand there are risks you take w buying a used vehicle but Machens as a company should be ashamed. Lying sales team, rude or incompetent service techs. The ** is nice and helpful but the problems still persists. We were never told at time of sale it was bought at an auction and have 3 small children. A safety hazard. And now my family has been without a vehicle at all but still owe thousands on something not working.

  Business response

  09/17/2024

  Please be advised that the dealership has provided service under the *** warranty.  Work was performed on the transmission, the right rear wheel bearing, both lower control arms and the struts.  It was all done pursuant to the warranty.

  If there is something wrong with the scope of the warranty repair, the dealership is able to help.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Situation, August 2023 - April 2024 I purchased a car @ Toyota September 2023 and paid Cash, around $11,500. The car was kept to clean up and check it out before releasing.I was told it had a new engine and warranty They kept the vehicle for 3 months. Each conversation about car it was stated, the car was fine just short KIA mechanic. Went in to get it, and it was not the car purchased. I was also told I would not get the Warranty any longer. This vehicle was very different and would not run. I was told to find another car. I found one at their other lot. I was told by sales person to go there. They wouldn't get it for me. Brought different car for me to look at. I went to shop and spoke with mechanic while he was working on it. He stated it was a good car. Picked it up. Almost got hit. Car jerked, wouldn't shift or drive. Brought back. I was presented a car and told it had a new engine, ******* miles, warranty. (3 weeks after purchase, I was told I would no longer get warranty) Nice looking car. Drove it. Problem in front. Whining sound and bobble. Brakes put you through the window. They said they would fix what the issue prior to sale. Got it and still issue. Brought back and service said it was nothing. Problem persisted. Told to make another appointment. Later told they would trade it out. Nothing about the issue. Looked for cars and Manager came over. He asked if I would give give a couple of weeks to find another car. I agreed. He asked what I wanted. I stated my car. No one would tell me about the car issue. I was asked how much I would add to a car. I said up to 2000. Time went by.Never told about repair. They repaired transmission and told it was ******* then told 6000. I said, I never agreed to repair. No one even told about the problem.Repairs were promised before purchase, which were this issue. Manager became Aggressive and Screaming at me. Transmission person said cost was 3980. Payed 3000. But have filed dispute There is much more to this case

  Business response

  05/07/2024

  This purchase was made at the Toyota dealership.  For some reason the complaint is being made against the **** dealership.  This needs to be corrected.

  Business response

  06/04/2024

  We are writing in response to the complaint, which was made against *** Machens **** even though the service was done at Joe Machens Toyota.  This customer has been refunded all of the money on this purchase.  She wrote a check for $11,500.00, which was never cashed.

  The car was never delivered to the customer.  She was given a loaner for 4 to 6 weeks.  She wouldn't pay for any repairs.  Please let us know if you need further information.

  Customer response

  08/23/2024

  Hello 

  Just wanted to follow up....

  A man called me, harass me about the car situation. I'm not exactly sure who the man was and why he was trying to go through so many details with me but I gave him basics and then I hung up because he was trying to tell me how things were and change things around so I did end up hanging up. So the issue with *** ******, the first car was purchased from Joe machens Toyota I paid them with a check they kept my car for 3 months and then when I went to pick it up it was a bait and switch so I told them I would not take it. Then we looked for another car and that was a situation months went by and I found a car at *** ****** ***** Joe machens Toyota would not bring it over to their location and sent me over to ****. The car that I wanted, they refuse to show to me, and then brought other cars for me to look at. Eventually I went through two more cars which both fell apart within a very short driving distance and then there was another car which was the one that I ended up with which was the **** escape 2014 they kept the car for me they did get paid I've provided proof and they had it for a couple months and gave me back a different car. I'm not going to go through the story again because I've listed a lot of details. I have only owned the car for 8 months now and they've had the car for six of those months. When I picked up the car it is still not running and I don't know what this car is but it seems like a completely different car again I believe this to be a bait and switch on this one as well everything is wrong with this vehicle it's literally falling apart I can't keep it running. Cost will be far more that what I can afford at this point. I did not have trouble with my car when they kept it... It  only needed bearings in the wheel changed,  that was it. So I don't know what is happening I've spent an additional $5,000 now on top of the money that I paid for the car and they didn't give me my warranty. So I don't know what this man is talking about. But there has positively been a... bait and switch,  they are criminals. Please let me know if you need me to provide more information. I have many emails confirming most of everything that I say. 

  Thank you 

• Initial Complaint

  03/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 24 2024 I purchased a vehicle from Joe Machens Toyota. The sales person encouraged me to buy 2 warranties Diamond Fusion and Cilajet for a total of *******. I told the sales person I didnt want to pay for those warranties. He said ok. Later the sales said "good news were giving those 2 warranties to you for free. I realize I had signed the purchase agreement with 2 items listed with the price listed next them along with other warranties I agreed to pay for. Days later I decided not have any of the warranties and was told by a person from the Toyota finance center I could cancel the warranties. On March 2 2024 I decided i didnt want the vehicle and traded it for a different car at Machens *********** It was there that I was told by the sales manager that other warranties were cancelable but the Diamond Fusion and the Cilajet were not cancelable and that I would not get money back with no real good explanation. I need to know why these warranties are not cancelable and why was I not told that when I spoke with the fiinance person when I canceled the others. Not to mention why I was told they were free in the first place.

  Business response

  04/09/2024

  We are writing in response to the complaint dated March 4, 2024.  Cilajet is an interior protection and is not cancellable, as it applied to the vehicle.

  Similarly, Diamond Fusion is a windshield repair and replacement, which is also not cancellable, as it applied to the vehicle.

  These are products that the customer purchased.  They are not warranties that are cancellable.  They are already applied to the vehicle when the customer receives the vehicle for delivery.  We are happy to work with the customer to try and resolve this issue.  I look forward to hearing from you.

  Customer response

  04/10/2024

  I spoke the sales person as well as the sales manager on this issue. I also spoke with the 3rd party vendor of the Cilojet and Diamond Fusion and was told any point the dealership can apply the product to the vehicle and charge any price they choose. I told the sales manager that I was offered the products during the sale and declined both. When I spoke with the sales manager on 4/8 he said he would call the next and I didnt hear from him.

  Customer response

  04/23/2024

  I met with the sales manager and went over the documents. I saw that they added two products to and unrelated dicument that I had signed previously. I have no copy of that document in my records. The sales manger told me he would have the General manager call me. A few days later I received a call and he stated they couldn't give me the full amount back but he would give me $1000 which I did receive. My while complaint is based on the fact that I did not agree to have the product applied to the car nor was I told the product was applied. There is no official document stating that I agreed to this warranty. 

  Business response

  04/25/2024

  The customer resolved this matter with the dealership for payment of $1,000.00.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved here from North Carolina in August bringing my 2008 Toyota tundra 5.7L to Columbia, MO. The Motor had just been redone with all new parts. Since it was a long trip my mechanic said to change the oil when I get here to make sure the motor stays clean. On 8/30/23, I visited *** ******* Toyota and went to their service center to have my oil changed and to order a new oil filter cap. They kept it for two days which was odd but she explained that when I asked for them to order me a new oil filter cap that I told them I would install myself, they ordered it and installed it themselves and that was the reason it took so long to do the oil change because the mechanic had to wait for the new filter cap. Unfortunately, the experience turned into a series of disappointments and frustrations. When I picked up my truck I thought all was well. I drove it home until I went to Jefferson city and left the truck with my sister in law to move some furniture on Sunday. On Monday I picked it up and when driving home I start hearing a loud noise. I pull over and call my mechanic. He said turn it on, then quickly said turn it off. Then he said look at the dip stick. there was no oil on it. I then had it towed to Toyota. For over a week, after communicating with ‘em about what happened, I did not receive any communication from ******* Toyota regarding the status of my vehicle or the repairs they intended to make. When I finally managed to speak to the manager, on 9/14, I was met with a dismissive and unhelpful attitude. He stated, "What do you want from us? We aren't going to do anything to fix this." This response is completely unacceptable, as it was their negligence that caused the engine failure in the first place. I spoke with multiple mechanics, all of whom have confirmed that the only plausible reason for the motor to malfunction in such a manner is due to negligence on the part of the service center and that the reasons they are giving would not have caused engine failure.

  Business response

  10/24/2023

  We are writing in response to the complaint of Mr. ********.  The dealership performed an oil change on this vehicle.  When taking the oil filter out to replace it with a new one, the oil filter post was stuck in the middle of the filter.  A new housing was put in.  Following the installation of the new housing, the filter was installed, checked for leaks and the oil level on the dipstick was correct.

  As part of the dealership's multipoint inspection, the technician also noted that the oil pan looked odd and there was faint evidence of oil seepage around the engine.  It was discovered that the oil filter housing was an after market unit and an OEM replacement was recommended.  The dealership had completed the requested repair of the housing unit replacing it with an OEM unit.  

  Customer response

  10/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The formation they stated in their view was correct up to the part that the oil was filled to the correct level. The truck did have a aftermarket filter housing that I asked them to replace with an own one. But that doesn’t explain the lack of oil in the motor after the oil change. Once I picked up the vehicle the motor broke down due to no oil which happened after the oil change. The other part that is false in the response is that the oil pan has a leak. I have videos or the entire motor when the motor messed up. There is no oil anywhere on the motor or chasis. I have videos and photos of every aspect of their error and they keep avoiding the fact that they didn’t put oil in the motor which is simple human error. I have video after I towed my truck from their lot and brought it home and as soon as it got off of the tow truck I checked the oil and it was empty. I’m not saying they did this maliciously but I am saying someone there made a mistake and I have all the evidence that shows they messed up. I have spoken to several master mechanics and all have said the only way this is possible to mess up the way it did is due to negligence and lack of oil in the motor.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in February from them and they agreed to look at my car due to it making a noise when I purchased it. Within a week my car caught fire with my 3 kids in it and myself. They still failed to do anything about it. I also just received my title finally and my temp tags are expired and they failed to give me another one even tho they waited 3 months to give me my title so I could get it legal. I’d like to give the car back and my money back due to this car not being anything they said nor them wanting to fix anything. I also have spoken with Jefferson City DMV about the issue as far as they are to issue me another temp tag. Thank you!

  Business response

  06/13/2022

  The customer is in possession of the title to this vehicle.  The dealership is not certain why at this point she would need a temporary tag.  We look forward to hearing from you.

  Customer response

  06/14/2022

  Complaint: ********
  
  I am rejecting this response because: I didn’t receive the title until after 3 months of purchasing my vehicle which has lead to me being pulled over and now paying the late fees for something that wasn’t my fault. I have messaged plenty of times over it as well as the vehicle catching fire and just all around being unsafe and they failed to help me or place me in a different vehicle that was worth the money I spent or safe for my children and myself. At this point I don’t want another temp tag but I will make sure no body else gets screwed over like I completely did when I trusted they was going to help me out and get left with a car parked due to it not being safe, won’t pass inspection due to catching fire and everything happened within 2 weeks after purchasing the car. I instantly reached out to them and got no where but told I’d have to pay the price for a different car when I asked if I could trade for something save value and I didn’t care what it was I just need something reliable due to having kids and one with health issues. 
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  07/05/2022

  We do not see any service history related to a vehicle fire.  We need more detail as to what dealership has seen or serviced this vehicle.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into Joe Machens to purchase a 2022 Toyota Camry. We found the one we wanted. ***** ***** is who we dealt with. As we were getting ready to sign papers, he said we could get a warranty for a extra $10 dollars a month on are loan. quick math that adds up to about $900 over six years. He rushed as through the paperwork, and we should have read it better. $4,670 is what we were actually charged. He told us Joe Machens brought him in to clean up the place, because there was a lot of crooked things going on.TRY AGAIN! Machens is family owned (millionaires) letting poor family of 5 get screwed. They did this after I told them my daughter, who's fourteen. Just had 8 hour spinal surgery. My 36 y/o brother just died, and a contractor stole $5900. Then he said he was cleaning Joe Machens up. Still got a lot of work to do!

  Business response

  03/14/2022

  We are writing in response to Complaint No. ********.  The customer did complain about the cost of the three warranty type items the day after the sale.  We offered to rewrite the contract without those items.  At that time, the customer declined to rewrite those items.  Since then, the customer has reconsidered.  As of March 2nd, the dealership has filed the necessary paperwork to cancel each of those items.

  Customer response

  03/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  The guy who called was nice but, There was no explaining the charges. i asked how much all the warranty was. ***** said $2,800, I was charged $4,700. He said he was going to give us a deal. Made it sound like we was getting it for $12 dollars a month more. That's not $4,700 on a $23,000 loan.They tried to Rip me off

  
  
  
  Sincerely,
  ****** ******

*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. ↩