ComplaintsforToyota of Gastonia

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a new vehicle from this dealership and during verbal/written communication I thought we had a fair agreement. I was excited to purchase a new vehicle at what I thought was an agreed upon price, only to find out that they changed some numbers on the back end to make it look like a good deal. I never would have purchased a new truck for the price they hid from me verbally, I feel as though I was overcharged by $5k. The paperwork they showed me before purchase lead me to believe the final purchase price was $69,000 or so but it ended up being $74,000. I understand mistakes happen and sometimes one party is not on the same page as the other but I think that dealerships should but upfront about their practices. If the final loan is going to be $74k then they should make that very clear, not in the fine print. I never would have signed the agreement if they made it clear to me what they were doing to make it seem like I was getting a good deal. All I ask for is more transparency, make the final outcome of a deal obvious to both parties involved.

  Business response

  04/05/2024

  BBB of Southern Piedmont and Western **,

  We are saddened to hear ************ was not happy with the transaction of his new Tundra. this complaint is the first time ************ has raised concerns regarding his transaction since the purchase date. we pride ourselves on our transparency and require several signatures throughout the process all which disclose the final out the door figures. 

  We have provided you with the documentation from Mr. ************ transaction to show that our sales process is very transparent. Those documents include the written proposal discussed and presented to ************ by the salesperson showing the down payment of $5000 as he requested, the bill of sale provided by the finance manager, the menu of aftermarket products showing the out the door numbers, as well as the finance agreement which clearly discloses the figures once again. We disclosed all figures several times during the transaction in which his signature was necessary to move forward with the purchase.

  A conversation with ************ was had today where he stated that he asked the sales associate to show him figures using $5000 down, which we did. When ************ went into the finance office he decided against putting any money down and purchase GAP insurance. The difference in the amount financed from when he negotiated the deal with the salesperson and when he left is the down payment he decided not to put down as well as the additional GAP coverage he decided to purchase,

  During the conversation ************ made me aware that he is not happy with the Tundra and wished he had purchased a 4runner.  We are currently working with ************ to trade his Tundra for a new 4runner.  

  Thank you.

  Customer response

  04/08/2024

   
  I am rejecting this response.
  
  

  Customer response

  04/09/2024

  I was told through text that I could trade the truck back in and they would give me $70,000 for it. However I would need to pay off the remaining balance of my trade in which I thought seemed fair so I agreed.

  When the day came for me to return the truck I was told that I would have to purchase another new vehicle from them in order to return it. This is not what I was told prior.
  

  They do not have a vehicle I am interested in and I dont want to purchase one that Ill be unhappy with. 

  Customer response

  04/10/2024

   
  I am rejecting this response because:
  
  

  I was told through text that I could trade the truck back in and they would give me $70,000 for it. However I would need to pay off the remaining balance of my trade in which I thought seemed fair so I agreed.

  When the day came for me to return the truck I was told that I would have to purchase another new vehicle from them in order to return it. This is not what I was told prior.
  

  They do not have a vehicle I am interested in and I dont want to purchase one that Ill be unhappy with.
  

  Business response

  04/10/2024

  the statement from ************ that he would be able to "trade the truck back in for an allowance of $70,000 on a new vehicle" is absolutely correct. However, when it came time for ************ to come in and trade his vehicle he decided he no longer wanted to trade his truck on a new vehicle. Instead ************ decided he wanted to only sell his truck outright. At no point did we offer to buy his vehicle back for that amount. I have attached the agreement worksheet where we did offer to trade his vehicle in on the purchase of a different vehicle which he stated he would rather have. 

  We have been nothing but transparent with this entire transaction. It appears ************ is having *****'s remorse and for that we are sympathetic and offered to trade him out of his truck at a more than fair offer. If ************ decided he no longer wanted to trade his vehicle we would be happy to give him a purchase offer, but it would not be the same as the trade value.

  thank you,

  Toyota of Gastonia

• Initial Complaint

  02/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 23rd, I was working on a phone/ text deal with salesman **** at Toyota of Gastonia. We came to an agreement of ********. The agreement was for my trade and to get me into the *** 4 out the door for ********. When I got to the bank and submitted the bill of sale they only had my trade on there as vehicle trade and didnt have the ***4 listed as purchase vehicle. The numbers out the door were right but the new purchase vehicle vin etc was not on the bill of sales. When I called the sales person and he sent a new bill of sale, they had gone up in price by over *******. I spoke to the sales manager ***** and he would not honor the pricing we agreed upon. I spoke to ****** ( unsure of title) and he would not honor the price we agreed upon. It is in the text messages that we agreed on the ***4 and my trade for the ********. I have attached the communication through text to this complaint. They tried to change the pricing in the middle of the deal, which is not ethical or professional.

  Business response

  02/26/2024

  BBB of Southern Piedmont and Western **

  Toyota of Gastonia takes all claims of misleading business practices very serious, and we pride ourselves on our transparency with our customers.  In the instance of ************************* there was mix up in her customer profile when we entered her back into our system to work out a deal on the Rav 4.  Her profile was accidentally merged with her previous profile for the purchase of her Camry back in November.  On the attached bill of sale, you will see that the selling vehicle has the exact same vin number as the trade in vehicle, which resulted in the figures being skewed with the wrong numbers. Please also take notice that the **** on the vehicle worksheet is over $3,000 less than that of the Rav 4 she inquired on.  ************* was never in the dealership to actually see and drive the Rav 4, this transaction occurred via phone and text.  The oversight was discovered prior to ************* arriving at the dealership to finalize the deal and at that time we apologized for the error. We do recognize that there was an error and that we are deeply sorry for the confusion experienced as the sales rep and the Sales Manager were on two different cars and that the oversight was not caught sooner. This was an unfortunate mistake and was by no means purposeful. However, this is why we always disclose all the numbers on the transaction on a deal sheet that lays out the car and vin of the vehicle sold as well as the car and vin of the trade. the deal sheet sent to *************** does state that the vehicle being sold is a Camry and the vin number is different from the vin of the Rav 4 she inquired on.  ************* has purchased several vehicles in the past and we believe the reason she reached out to us again was our transparency.  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday, June 29th I called the Toyota dealership in Gastonia to inquire about a vehicle in inventory. They told me the vehicle was there and we began negotiations. At 4:30 pm, we came to an agreement on price and they told me that they would need $500 on a credit card to hold the vehicle until the next day. There was no paperwork signed. I informed the dealership the next morning at 10:41 am that I was going to purchase a car in ********** and would not be buying the vehicle in Gastonia. They told me they would not refund the $500 charged to my credit card. There was no paperwork signed, and they did nothing for the amount charged. I would like a refund of the $500 charged to my credit card.

  Business response

  08/08/2023

  ************** did put a partial Payment of $500 for  new Toyota Camry. We do this so the car does not sell to another customer while the customer makes arrangements to pick the car up. ************** decided to negotiate and buy a car at another dealership even though he committed to purchase the vehicle from Toyota of Gastonia. ************** did text his salesperson to let him know he decided to rescind his commitment. That being said, we will return ************** his $500, but because it was a phone order we do not keep peoples personal credit card numbers on file. We have tried to get in touch with **************, but have not been successful. ************** needs to call in and give us the credit card number he put the deposit on so that we can issue the refund. 

   

  Thank you

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

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  4/23/21- 4/26/21 I added the receipt. I had the water pump and timing belt replace, but when I paid for the repairs the next day at work I notice a leak so i check under the hood and notice the coolant reservoir was empty so I called and they told me to bring the van back that they knew what it was so they did a pressure test and said it was the radiator cap and it need to be replace so they kept it for a day and replace the cap so when I return to get the van they said they fix the problem but later on it started leaking again took it back and they said it was the lower radiator hose they replace that but i had to pay for that and i have the receipt for that too but it still leaks and now the lower radiator hose they replace is leaking too i call and talk to them but their saying i would have to pay more money and when they fix the leak it went to some were else, but i told them it ***** leaking before i just wanted the water pump and timing belt replace because the van was over ******* miles but they keep talking about paying more my van ***** leaking coolant when i bought it to them and now i having problems with it i know they need to see the van but them saying i have to pay more money on a problem that ***** never there in the first place. I felt like taking it to toyota my van would of been fix right i could of just took it to a local autoshop and had them do it but i trust toyota and i dont have time like that with me working to keep playing cat and mouse with the over this repair

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