ComplaintsforTown & Country Toyota / Scion

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter took my Prius in for a diagnostic test due to dashboard warning indicator lights. The dealership tried to frighten her about the condition of the car, exaggerated the risk of driving it, claimed that any attempt to correct the problems would result in more issues and a higher cost, and withheld the information that the main issue (bad inverter) that caused the indicator lights to come on was covered under a Toyota extended warranty. They listed it as a cost of $2,143. Town and Country also offered to give her a free appraisal for a trade in.She had the service advisor call me. I knew they assessment was false, declined any work, and told them she would take the car to get a second opinion. She was charged $185 for the diagnostic.She got two, independent diagnostics done. Both said the car needed some of the work described by Town and Country but it was not a safety risk and the work could be done. The second mechanic told us about the warranty. As a result, my daughter took the car to a different Toyota dealership that did another diagnostic, confirmed the inverter problem, completed the warranty work, and identified similar other repairs but did not raise an alarm of safety risk.I've uploaded a timeline and more detailed account of what happened. I've also included the diagnostic report of the issues from Town and Country Toyota It is my opinion that Town and Country is practicing in fraudulent business practices to get customers to buy a new car.If needed, I have the diagnostic report from another Toyota dealership that completed the warranty work (no charge) and the receipt from an independent auto shop that completed the work Town and Country said couldnt be done without causing additional damage.I've also filed a complaint with corporate Toyota, Case#************

  Business response

  05/04/2024

  While we appreciate the feedback given to us by the customer, we stand by the recommendations our certified master technicians gave.  We do not care what the opinion of some independent shop is; we are the experts and stand by our work.  To suggest fraud is ridiculous.  We have been in ********* for 27 years and service over ****** customers per year.  This was the first time we had ever serviced this 14 year old vehicle and we did a diagnostic; not any actual work as it was all declined.

  We will not be issuing any refunds and consider the matter closed.

  Customer response

  05/04/2024

   
  I am rejecting this response because:  

  The dealership not only misled us about the severity of the condition of the car but also withheld the information that the replacement of the inverter was covered by Toyota warranty.  Town & Country estimated the free warranty work to be over $2,000. The same work they claimed could cause more damage and result in even greater expense was completed in a few hours by another Toyota dealership.  That same dealership provided a similar report about the other needed repairs, (i.e. brakes, etc.) but at no time suggested the car wasn't drivable or that it was unsafe.

  And to be clear, I am not questioning the skills of their mechanics, rather the integrity of the dealership.  Telling a young woman that she is driving a rolling death trap while offering a free appraisal.  Thiis, to me sounds like predatory sales practices.

  And to suggest that length of time in business is a qualification for good business practices is laughable.  

   

  
  

  Business response

  05/04/2024

  I stand by my comments regarding the integrity of our work and technicians.  Again, I consider the matter closed and will not be making any adjustments.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle on April 20, 2024. I clearly communicated to the salesman and finance manager I did not want to purchase a warranty. It was verbally communicated back to me that there is no added warranty to the vehicle. They had me sign an authorization from electronic signature. I was never given a breakdown on the total cost. I never saw the final cost. I was given copies of the paperwork with two pages missing - both were "electronic signature" or "n/a" on the signature line that had the breakdown - where the finance manager added $3,905 to the sale price for a warranty I clearly communicated I did not want. This action caused my monthly payment to increase. When talking with the extremely unprofessional general manager, *********************************, they resolve offered was to take that amount off the back of the loan. However, this will not correct my monthly payment. I would like my payments corrected by the dealership. This sales tactic is unethical and a form of theft.

  Business response

  04/29/2024

  I spoke to this guest this morning.  She was condescending, rude, and very aggressive.  She would not let me explain we cannot send her a refund for a service contract; any applicable refund must be returned to her lender.  In addition, contrary to her complaint, she signed many times on several documents accepting the service contract on her vehicle.  Copies attached.  The one document that says N/A is referencing a GAP product she did not buy so of course it would say N/A.  The customer is too busy screaming to listen to anyone and she called me an a$$hole and hung up..

  That said, we sent her the document to complete for cancelling the service contract; she needs to complete that and submit it.

  Finally, I told her she could return the vehicle within (3) business days; so at the latest, Thursday morning; 5/2/2024 by ****.  I will NOT honor a return after that date.

  I prefer not to do business with people like this; she called us thieves, unethical, and me an a$$hole.  She refuses to listen to anyone and just wants to scream.    If she wants to return the vehicle within 3 business days in the same condition it was in when she bought it, we will happily take it back, cancel the contract, and refund her money.

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

  Customer response

  04/29/2024

   
  I am rejecting this response because ********************** has made false accusations and untrue statements. Toyota Town and Country and its representatives were dishonest in the sales process and in the reply to my formal complaint through better business bureau. 
  I want the $3,905 back that Toyota Town and County took from me for a warranty I clearly communicated I did not want, during the buying process, by adding to the invoice. A breakdown of charges that were never showed to me and I never signed. I didnt get a copy of the itemized invoice until I called and asked to be sent. On the day I purchased the vehicle I received all documents for the dealership except the actual cost and itemized bill. 
  
  

  Business response

  04/30/2024

  Nothing I said was untrue.  The facts are these; the customer bought a service contract and signed for it on multiple documents.  If she did not read what she was signing, that is her issue; not the fault of the dealership.  We are happy to cancel her service contract when she completes and submits the cancellation form sent to her on Saturday morning.  Any refunds from the cancellation MUST be sent to the lender of record by lender agreement.  There will be no money sent directly to the customer as it violates the lending agreement she has with the lender.

  If we receive the cancellation request from the customer we will handle it accordingly.  Other than that, I consider this matter closed and will not be responding further.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into Toyota *************************** to get the radiator fixed, that was the only issue my car faced and this had been confirmed by several auto shops, including Toyota prior to dropoff. While the Technician worked on the radiator, they damaged the wire connected to the alternator (this has been confirmed by second opinion and by my ability to drive the car to the shop for dropoff). I have never had any issue with starting or stopping my car, all of the power in the vehicle was lost after they accidentally messed up the alternator. When I went to pickup my car initially, after the radiator work was completed, the engine covers were upside down and the under hood was in complete disarray. I was astonished by the treatment of my vehicle. Also, when I tried to drive it off the lot, there was no power to the brakes causing brake failure, I was unable to steer the wheel and electrical issues alerts were flashing. The vehicle was no longer drive able. When this issue was raised to the company, they refused to take accountability for their actions and instead stated that it was coincidence. I was quoted $1000 for the radiator initially, which was to be expected for a dealership. However, I also ended up spending an additional $1374.24 for the alternator, that was completely fine before I took the vehicle to Toyota. I even have proof that the alternator was working before Toyota of Town and Country received this vehicle. My total bill ended up being $3458.67 when it shouldve only been $2084.43. I am highly disappointed in the service received at what I believed to be a reputable dealership.

  Business response

  03/14/2024

  The story the customer tells is riddled with untruths.  All of his issues were explained to him; then he had a huge fit in the service lane and left his vehicle.  We then contacted him the next day and discounted the service to make him happy.  Now he is complaining as he does every time he comes here.  We will not be doing any refunds and he is welcome to service his vehicle elsewhere in the future if he prefers.  We will do absolutely nothing more than we already have for this customer.

  Customer response

  03/18/2024

   
  I am rejecting this response because:
  They are not accepting accountability for their actions $200 discount for a $1500 mistake is not justice. Last time they charge $3000 for the control arm and I paid it! They didnt tell me it was for 1 control arm not both. When I drove off after paying $3000 and having the same issue I wasnt happy but I took it as a loss. You cant continue to do bad business, they have cost me a lot.

  Business response

  03/18/2024

  We are done debating with this customer and will not make any additional adjustments to the repairs.  We consider the matter closed.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought a truck from this dealership on 1/15/24. They were supposed to be transferring my tag instead ordered a new one. they said that I was mailed the tag on 2/6/24, its now 2/14/24 and know tag still. They didnt even give me a 30 day tag to put on truck. Spoke to the gm **** and ask him if I get a ticket for the wrong tag that will they pay for it and his response was no. They have multiple reviews on ****** about this issue

  Business response

  02/14/2024

  I spoke with ************** and apologized for the delay in the process.  ****************** vehicle is registered and his tag has been mailed...if he does not receive it it in the next few days he should reach out to me.  Attached is proof of his registation and tag number.  There is nothing more we can do that we have not already done; it is possible the post office lost his tag but he will need to contact the post office.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Town and Country on December 26, 2023 and informed the dealership would take care of my permanent plates. My temporary tags have already expired as of January 26, **** and the dealership promised my tags would arrive Monday, January 29, ****. As of today, they have still not arrived. I got no communication about the tracking number for the plates and have asked several times for an update on the title to the car. I called again tomorrow and they said they would see if they could release the ***** information. That makes no sense, the sales person who picked up the phone clearly just didn't want to deal with this problem

  Business response

  01/30/2024

  I apologize it took us longer to process the guest's tag than expected but it has been processed.  ********* went out on 1/29 and the tracking number is 774988696062.  They should close the issue, please reach out to me if it does not.  *********************************, General Manager

  Customer response

  01/31/2024

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a new Tacoma and cannot register the truck in ******* as the dealer refuses to send the necessary documents to me or manatee tax office. They claim they sent info but I spent 4 hours with supervisor at tax office and there is no record of any documents sent. As the dealer will not provide the necessary documents for me the register the truck and hence I cannot use or drive the truck I would like a full refund.

  Business response

  12/02/2023

  I do apologize for any frustration you are experiencing and for us not properly communicating to you regarding the status of your registration.  Your vehicle title was sent via ***** to Manatee County on 11/2/2023 and delivered the next day, 11/3/2023.  You will need to go to the county office to register your vehicle.  For your review, I have attached the ***** that went out as well as the tracking information.  Please let us know if you need anything further.
  
  *********************************
  General Manager

  Customer response

  12/04/2023

   
  I am rejecting this response because:
  I have been to both locations of manatee county tax collectors office and they have absolutely no record of the documents. None. I spent a long time with a supervisor who explained how the mail in service works and how they can confirm, after doing 4 detailed searchs that there is no documentation that has been received based on the **** my name, my moms name, Town & Country, my ******* address, my ************** address or anything from **. 
  They have suggested that the paperwork been sent to me at my ******* address
  

  I presented copies of the paperwork given by the dealership and there is a lot missing  

  * Odometer disclosure 

  * Invoice/receipt with proof that the vehicle is paid off and no liens

  * MSO Certification of Origin

  I just went back to Manatee ************* this morning to confirm that if anything has changed and they still have no record of any thing from the dealer, or any other company in SC, ** of ** relating to my info of VIN  

  I still cannot understand why I keep getting the same BS response that the documents have been sent  if they were, then why cant anyone at the *** office find anything ??

  So can I please get the documents sent to my address in *******?

  12319 *************

  *******

  ******* 

  34219

   

   

  
  

  Business response

  12/04/2023

  I sent proof that we shipped your information to the county; the original ***** label along with the tracking so I am not sure why you think we are the ones that did not do our part.  It is possible the County has your information and has lost it.  I have reached out to our tag and title office to see if they can reach out to your County as well.  I do apologize for your frustration but when we send valid proof of our having sent your documentation directly to the county, I'm unclear why you still assume it's our fault.  When I have more information from our Tag and ************* we will reach out.

  Customer response

  12/08/2023

   
  I am rejecting this response because:
  I went to main ************* and they still state that there is no documentation relating to me, my address or VIN. 
  

  I am hoping that you can send the documents to me at my ******* address and that way I can take the paperwork to the county. 
  

  Please can you send me the paperwork and then I can register the truck. 

  Business response

  12/08/2023

  I have spoken to ****************** and secured the information we needed to help process his registration.  I will continue to assist until the matter is resolved.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a used car from this dealership, I drove about **** miles and transmission started to slipping. I took it to nearby mechanic, he checked it out and said transmission fluid was 2 quarts low and cost me $100.56 to put transmission fluid into to prevent damage the transmission. I called them and tried to ask them to reimburse me the cost of adding transmission fluid. They said it is my problem to deal with this, I disagree because it is their job to check all fluids before parking this car on used car lot. I tried to call them but they never did return my calls which is unprofessional of them. Why should I have to pay for unnecessary immediately service which they are supposed to do it? I felt violated and losing my trust in it.

  Business response

  09/12/2023

  ******************,

  I apologize that no one has reached back out to you about this issue.  We will definitely be sending out a reimbursement check to the address on file.  Please accept my apology, you are very reasonable in your request, and I will have the check processed no later than 9/13/2023.

  Customer response

  09/12/2023

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used car from *************************** Toyota on **********. on July 30,2021. I financed the car, and with this in mind, I was forced to buy ************** which protects you if the car gets totaled before you pay it off. I tried to get out of the ******** because I knew I would be paying it off early. This was to no avail, because they said they couldn't sell me the car without purchasing the Gap. So I had no choice but to buy it at a cost of $974.00. As I said before, I paid the car off April 13,2023. I called *************************** to cancel the ******** and was told to come by ,fill out a form and email it to the ******** **************************************** ***************, **.),which I did. T& C said the entire process should take four to six weeks. The ******** ******* did their due diligence and issued a credit to ***** on May 11, 2023. I was told at this point that *************************** must issue me a refund of $694.27 or *****% of my original purchase price. I have contacted them on several occasions, by phone, email etc. Nobody will respond even though I have spoken to salesmen on two occasions who transfer me to the finance ***** only to be put into a voicemail. I leave messages that nobody ever responds to. I just want my money back. $700 is a lot of money to me. It has been 18 weeks now and it seems clear they do not want to refund my money. Thank you for any help you could provide. Have a wonderful day!

  Business response

  08/23/2023

  I'm terribly sorry that it has taken us so long to get your refund back to you.  We changed vendors that process these and it is taking longer than normal as we transition.  I will investigate the status of yours and get back to you as soon as I have more information.  I assure you that you will get whatever refund you are entitled to and do apologize for it taking so long.

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me at this time.
  
  Thank you. 
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1/27/23 ~46k Business committed to me providing me through their sales person ****:2023 Toyota Camry XLE which is Fully Loaded with the exception of the *** Complaint:Car that I received is not fully loaded. It is missing the following optional features. Heated Steering wheel Driver Assist Package with the exception of the ***. I'm not sure it is possible to exclude the *** from this package, but that is what their salesperson **** confirmed said would not be on the vehicle. Navigation Upgrade Package The business has not tried to resolve the dispute. Here are some of my notes on the issue:On 2/12/23. **** agreed that he did tell me the only thing the car is missing is the ***. **** agreed that information he gave me was based of the 2022 model. I bought a 2023. I have tried to reach several people at the dealership.On 2/15. I spoke with ***********************, who is ****'s boss. **** agreed that **** made a mistake, but stated they would not take the vehicle back, which had 700 miles. They would process it as a trade in, which would mean I would not receive the full amount of the purchase. **** said that for starters, what options was I looking for and he would find the vehicle with these options. I have never heard from **** again despite a complaint to Toyota.I left a message For *********************************, who is GM of the dealership describing the issue. He did not return my call.I sent a certified letter to Dewayned, which was returned as not deliverable to sender.

  Business response

  06/29/2023

  The guest found the vehicle on our website and drove from *******, ** to test drive and buy it.  He had done all of his own research and chose this vehicle based on how it was equipped; however, later he decided it was missing some equipment he wanted.  We offered to trade him out of it and allow the guest to get another vehicle, but he declined due to the additional cost.  There is nothing we can do at this point, and I want to make clear that in no way did we suggest the vehicle had equipment on it that it didn't.  The customer chose the vehicle from our website and drove several hours to buy it.  I'm sorry the guest isn't happy with the equipment on his vehicle but there is nothing more town and country Toyota is going to do in this situation, and we consider the matter closed.

  Customer response

  06/29/2023

  
  It's quite disappointing that the only way I can get this business to return my call is by creating this BBB complaint.

  Unfortunately, the dealer is not telling the truth. I have a recorded phone conversation with *********************** on 2/15 where he acknowledges that his salesperson ****(*****) told me that the car was fully loaded minus the **** The dealership is responsible for what their employees say especially when selling a car. 

  Business response

  06/30/2023

  **** is not a salesperson; he was a sales manager.  He is now a finance manager.  That said, it is the customers responsibility to confirm equipment on the vehicle...and I will reiterate that there is nothing further we can do other than giving a great trade value and finding another vehicle for the guest.  All of this will come at a cost the dealership will not pay.  Again, I consider this matter completely closed and there is nothing more are prepared to do.  We can go back and forth via this forum repeatedly and my response will not change.  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased used vehicle Feb 18 paid in full. Around April 5th noticed I had still not received title or tag and 30 day plate was dead. Made some calls but always sent to voicemail or "send an email to the title person." Left voicemails and sent email. Several times it was the same old run around or "she's not here" or "they're not answering." Went to NCDMV they said this car is still in the previous owner's name. Finally got to speak to somebody on April 21 and **** said it was there s**** up and they "dropped the ball." They are waiting on ***** Finance to release the lien hold. I told him fine and I said I would give it two more weeks and he said he would overnight me a new paper tag. There was no paper tag sent and two weeks later still nothing had been done. Today I called ***** finance myself and they had already released the lien to Georgia back in Feb. All Town and Country Toyota had to do was call GADMV and request the title. I called the dealership today and was left with more promises somebody would call me back. Out of all the 8 calls I have made to them over this issue NOBODY has ever called me back. I just want my tag and title work that I already paid for. I don't have time to come back to *********, wait two hours for my check, and then another Saturday of hunting for a car. Terrible experience.

  Business response

  05/10/2023

  We do sincerely apologize for the amount of time it has taken ** to get this processed and for the inconvenience we have caused you. 

  We paid off the car and *************** Services released a ** title to **. We tried to register **************** vehicle with NCDMV and that is when we found out that the previous owner had moved from ** to ** and registered the vehicle in ** on 3/1/2021.  In order for ** to register ************* in ** we have to send the ** title with a lien release from *************** Services to have the title flipped to ** and then register ***************We have called *************** Services several times asking for a lien release. The last time we called was 5/5 and explained again the situation to HFS. The rep stated that they will send me a no interest letter. Once we get that we can do everything we need to do.  

  We did offer to buy the vehicle back as we understand the frustration ************** has and assure everyone we are working diligently to get this done asap.

*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. ↩