ComplaintsforToyota of Greensboro

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Gross Negligence and Complete Lack of Accountability Complaint Against Greensboro Toyota Dear Better Business Bureau,I would like to file a formal complaint against Greensboro Toyota for their gross negligence, lack of follow-up, and blatant disregard for customer safety. After going in for what should have been a routine oil change and tire rotation/alignment, I encountered major safety issues. My car pulled sharply to the right and made grinding noises due to their improper tire installation and alignment, which they later admitted to.Additionally, despite charging me for various services such as topping off fluids, checking tire pressures, and resetting engine lights, none of these were properly completed. To make matters worse, they patched a tire but left the valve stem cover off. After numerous calls and follow-ups, the dealership refused to take any responsibility for these issues, and even their initial offer to send the missing valve stem covers was retracted when they decided to "part ways" and wipe their hands of the situation.Given the gross negligence and the significant time and money wasted due to their errors, I am requesting full reimbursement for the amount I paid for the service (nearly $400 in total), compensation for the gas I spent on the 360-mile round trip caused by their faulty service, and reimbursement for the hours of time lost dealing with this issue.The complete lack of accountability, empathy, and disregard for the safety of their customers is beyond concerning. I hope that by filing this complaint, this dealership is held accountable for their reckless and negligent practices before more customers are subjected to this kind of treatment.Sincerely,**** *******

  Business response

  10/02/2024

  ****,

  I am deeply sorry for this very bad experience you have had with our company. It is not a reflection of who we are or the way we want to treat people. I can only apologize and then will do everything possible to correct the problem.

  I have included our General Manager ******* May and our Fixed Operations Director ****** ******.  They will immediately reach out to you and address your issues. I know that the only thing we can do to earn back your trust is tp consistently do what we promise. We will start that process now.

  ****

  Customer response

  10/02/2024

   I am rejecting this response because:
  
  Dear BBB and Toyota of Greensboro,

  
  

  Thank you for your response and for involving higher management in this matter. However, at this time, I am not willing to accept this response or close the case.

  
  

  While I appreciate the apology, I do not yet trust that the dealership will follow through with its promises based on my previous experience. Words alone are not enough to resolve this issue. I am still awaiting resolution on the refund, and I cannot consider this case resolved until that is fully addressed.

  
  

  Until then, I cannot accept this response. I look forward to seeing meaningful action.

  
  

  Sincerely,

  ****

  Customer response

  10/05/2024

  Tell us why here...Dear BBB,
  
  I am following up about the conversation I had with **** **** at 12:30 Wednesday afternoon and the dismissive handling of my concerns since August. Despite multiple visits, your dealership repeatedly failed to provide basic services during routine oil changes. This includes not topping off fluids, failing to reset the engine light, and neglecting to affix the oil change sticker. I had to personally follow up to get these issues resolved. On one occasion, a valve cap was left off entirely.
  
  Additionally, after an alignment and tire rotation, my vehicle developed a grinding noise. Despite this being a critical issue, there is no documentation in your records. **** **** told me she would look into the grinding noise issue, but it is now 8:30 p.m. on Saturday, and I have yet to hear back from her. This ongoing delay only reinforces my doubts about the dealerships accountability. She has repeatedly deferred to computer data instead of addressing the real issues, including an admission by your team that the initial alignment wasnt properly done.
  
  For context, I live in **********, but I chose to drive 30 minutes to the Greensboro dealership because of its good reviews. Despite this, **** **** dismissively suggested that I should just go to the High Point dealership instead of acknowledging the trust I placed in their service. Her apologies felt empty, and she seemed more concerned with covering her responsibilities by firing the head of the service department rather than resolving my concerns.
  
  Since August, I have been promised callbacks that never came, until I involved corporate and the Better Business Bureau. I am requesting full reimbursement for the amount I spent both times for the poor service received. This issue isnt about the moneyits about taking responsibility for consistently poor service.
  
  I hope for swift resolution.
  
  Sincerely,
  **** *******

  Business response

  10/07/2024

  I regret to hear that the customer is solely looking for monetary compensation, We have talked through all hsi concerns, talked about how they have been handled here and provided evidence as to the repairs being corrected every time.

  june 15  ***********************************************************
  june 19   ***********************************************************
  june 19 again   ***********************************************************
  August 19   ***********************************************************

   

   

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  **** has also still not gotten to me about me about my tire grinding issue and as stated before many times, it's no longer about the money. It's the principle and the horrendous way in which all of this has been handled. My previous messages address everything so to say anything further is redundant. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just wanted to share my experience going to Toyota of Greensboro. All of my car warning signs started to go off at once so I went to the dealership. I have a 2015 Avalon hybrid with 128K miles. I was seen by *** and told they would run the car through the computer to see what the issue was. The cost was $196. Well, he calls back hours later to tell me that I need to pay almost $8000 for a new hybrid battery. I am scrambling. Rent a car until I figure out what to do. I went back and asked for the computer print out. He can't provide it. They send me a video of the mechanic saying the 12V battery was "weak", that I needed to replace my windshield wipers because they were the original ones and the hybrid battery also needed replacement. I go back the next day and again ask for the computer report. Zia hands me a report for a 4 runner. I ask to speak with a manager. The manager apologizes and says he will look into this.He comes back and tells me that the price for the hybrid battery is $5500, not $8000. I take my car. My husband comes home after being away and charges the 12V $200 battery and all is now good. I am out $200 but super disappointed in the lack of ethics and integrity. Hoping to buy a new car in the near future, but will not be doing business with them.

  Business response

  08/18/2024

  I have researched your ticket all the way and have all the Toyota Diagnostic Reports showing where the Toyota Techstream shows the vehicle needs a new hybrid battery. The cells in the hybrid battery are weak and you cannot replace the individual cells you have to replace the entire battery. My cell is **************. The ******************* May is also available if you want to reach him. ************. See attached print outs showing all 3 pages of the details of Toyota Techstream testing of the hybrid battery. Typically hybrid batteries last about 10 years so it is not atypical to have to be close to having to replace it now. The cost of a new hybrid battery for your vehicle is $5548 including labor to install. Again if you want to call me I have my phone and all the details. The image files are too large to attach to this system

  Customer response

  08/20/2024

   I am rejecting this response because:
  
  I was told by *************************, Toyota of Greensboro Fixed Operations Director, that I would be refunded for the cost of the computer analysis and report.

  Business response

  08/21/2024

  Hi! We thought you were coming in yesterday to review the results in detail so you could see the Techstream report in detail. The diagnosis was correct, we have the data to back it up. We understand this is a large repair and was unexpected. We have lots of options for you. Yesterday I followed up with the team and they said you are now coming in Tuesday. Feel free to call me ************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/19/2024, I visited Monroes Auto Export in Greensboro NC and test drove a 2017 Camry. I liked the car and the worker at ******* agreed for me to go get the car checked out before purchase. So I headed to the service ********** of **** Toyota (Toyota of Greensboro) for a pre-purchase inspection. Upon paying for the service and receiving a repair estimate and verbal confirmation from the service advisor that the only repairs needed on the vehicle were brake pads and a battery, I left **** Toyota and headed back to Monroes Auto Export to purchase the vehicle. On 7/20/2024, I took the 2017 Camry to Discount Tire (DT) to get the tires rotated and balanced. The tech at DT told me the tires were not serviceable and showed me they had severe uneven tread wear and would need to be replaced. After returning home from DT I noticed an oil spot in my driveway where the 2017 Camry had been parked overnight. On 7/20/2024 at 12:10, after noticing the oil spot, I called **** Toyota and spoke with the service advisor that is listed on the repair estimate. He said he wasn't sure how an oil leak was missed but he would call me back after investigating. He called me back on 7/20/2024 at 14:27 and told me it was a miss on his part and that the Camry had an oil leak he failed to mention at service. He said that he or the service manager would call me back the following Monday, 7/22/2024. I never heard from either of them. I called the service manager and the service advisor and left a message. My call was not returned. I filed a complaint with Toyota Corporate, they sided with the **** Toyota but didn't tell me the reason. I urged Toyota Corporate to look at the camera footage of the day I had the inspection so they could see I didn't receive an inspection summary or receipt. I also urged them to check the phone recordings of the conversations I had with the service advisor since they record phone calls for ***************** Purposes, but they would not investigate.

  Business response

  08/09/2024

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

  Business response

  08/09/2024

  All was disclosed on the MPI. 

  See attached

  Customer response

  08/09/2024

   I am rejecting this response because:
  The repair estimate I attached is the only document your business provided to me on the day of service.  Please check your surveillance footage and phone call recordings, both will confirm service advisor is at fault for not disclosing repairs needed before I purchased the vehicle.  Also, the document you provided has today's date on it.
  
  

  Business response

  08/09/2024

  The attached document are just the repair estimates for those specific issues. These are not what you were charged nor are they connected to the actual invoice you paid for the inspection that had the *** attached. In addition we ran the vehicle through the UVeye machine and all vehicle results were shown on 2 large screens in our showroom during your visit. The entire vehicle report can be seen here:***********************************************************

  Customer response

  08/11/2024

   I am rejecting this response because:
  

  I understand the purpose of a repair estimate.  The items listed on the repair estimate I attached are the only items your service advisor covered with me.  Again, your service advisor did not provide me with an MPI or an invoice.  This complaint is about your service advisor not disclosing to me all issues with the vehicle at the time of inspection (air filter, oil leak and unserviceable tires).  I paid your business to find AND report to me all issues before I purchased this vehicle.  I purchased this vehicle assuming the only repairs needed were brakes and a battery.  This was my first visit to your service department, the service advisor did not mention UVeye nor did he tell me vehicle results would be displayed on screens in the showroom.  My expectation is for your business to refund the $199.43 charged to my credit card and cover the cost to repair the oil leak and replace the tires at a shop of my choice.

  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our vehicle in December, was told by ********************* one of the owners that our second key would be available in March. We still have not received our second key and now response you our inquiry as to why that we sent via text 2 days ago April 10th. I am extremely frustrated as we paid over $60000 after all was said and done for this car and we what our key! It is extremely inconvenient to share one key with my husband!!! Not to mention if it gets lost we have no spare!!!

  Business response

  04/12/2024

  Toyota is in complete control of when keys are available for specific VIN numbered vehicles. 

  This customer's vehicle is not yet eligible.

  The dealership cannot expediate this process and regrets the inconveience this is causing many of our Toyota customers, including this family.

  Dealership has provided customer the ********************** ************* line to express their disatisfaction with the waiting period. This will result in a case being sent to the store and we will reach oput again to the customer at that time.

  Dealership ************* Manager reached out to Customer 4.11.2024 and advised of the latest bulletin from Toyota. And also that the customer can see when their vehicle is eligable for their second key in their Toyota app on their phone.

  Attached is all the information that has been provided to Dealerships about the Second Key Delivery Program.

   

   

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Toyota of Greensboro, also known as Rice Toyota, 1/12/23. I ended up wanting to purchase a used 4Runner. When presented with initial numbers, I noticed they had added $4k to the total cost of the vehicle. On their website, without tags, taxes & fees, the cost of the vehicle was $44747. The paperwork they brought showed $4k more. When I asked our salesperson Felicia, she said that the $48k was the actual cost of the vehicle. I told her that was not the correct price based on their own website. They ended up “discounting” the $4k difference. When processing financing, their sales manager came out saying the bank requested a $4k down payment. With no issues, we agreed. Upon checking our finance paperwork, the amount financed was still the same without the $4k payment. This place doesn’t print off any paperwork for you to physically have so when I got home, I checked it. They had ADDED the $4k that was initially taken off TO THE COST OF THE VEHICLE. I was furious because a down payment should be removed from the principal amount of the loan, they just wanted an extra $4k. I have been calling all morning leaving voicemails for our sales person & the shady general sales manager to give me a call back so we can resolve this & neither have returned my call. This is stealing from your customer base. We had agreed AND SIGNED on a total number before financing, there should be no reason you decide to add $4k to that total. I want my $4k back OR applied to the principal balance of the loan as it should’ve been in the first place. Unethical practices & I will NEVER return to this establishment nor recommend to anyone.

  Business response

  01/13/2023

  Hi *****,

  We have reviewed all your paperwork. And all incoming calls for today, we se you have called once for your sales associate.

  When do you want to come in and review all the paperwork together so you can have clear understanding of all that was involved?

  your paperwork is also on the thumb drive you were given and we have printed copies waiting for you at your convenience.

   

   

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing about fraudulent business practices by Rice Toyota (RT). We noticed a tire on our Corolla was low, so I asked my son to take to car to RT (where we purchased the tires) to get it checked out. I left on a business trip and then received a video from Rice Toyota on 27 July that stated the following: “At this time we have no recommendations other than what you came in for. Brakes, battery and tires check out all right”. I took this to mean that the issue with the low tire had been resolved. However, when I returned from my trip on 29 July, my son told me they had replaced all four tires! I went to RT to ask why they had replaced all the tires (I had looked at them when my son and I checked the pressure on them, and the tread depth was fine). I asked to see the tires they had replaced but Mary R*** told me they had already been sent to the landfill. I asked to see tread depth measurements of the tires they replaced, but she could provide no evidence the tires needed to be replaced. I asked for warranty information on the tires but she stated they had changed vendors and didn’t have the warranty information. All Mary R*** could produce was a video of her technician running his hand over the top of three of the tires, along with sarcastic remarks, so I left in frustration. Here are the relevant facts: • The Uniroyal tires RT replaced only had 37,000 miles on them and were warrantied for 85,000 miles; • Rice Toyota had conducted a multipoint inspection on this vehicle only 1,011 miles earlier that showed the tires were fine; • The tires had passed state inspection 500 miles earlier; • Rice Toyota has provided no evidence these tires needed to be changed. My son told me the technician showed him a piece of paper with some numbers on it but RT has not produced the paper they showed him. There are only two possibilities: (1) Rice Toyota changed these tires prematurely, or (2) the tires they originally sold me wore out at less than half their rated life.

  Business response

  02/07/2022

  This has also been filed with NC Attorney General and Toyota Corporate and both have dismissed the complaint.

  Timeline of events:
  
  3/15/2016
  -Tires in question were purchased 
  
  7/27/2021
  -Customer arrived for maintenance at 2:36 PM
  Video shown as “main front service drive” shows tire vendor inspecting tires
  -Customer was then given quotes for tires and approved work on video “Service Lobby”
  -Customers tires replaced on video “Service Bay 2”
  -Video Multipoint Inspection from Technician is labeled from TruVideo
  
  7/30/2021
  -Mr **** arrived 3 days after tires were installed to talk about why the tires were replaced when on a previous visit for NC State Inspection, the tires passed State Inspection standards.
  
  
  Summary of Events on 7/27/2021 which is backed up by CCTV Footage:
  
  As Mr. **** stated, College age son drove the vehicle into the service department for maintenance and a concern with the right rear tire losing air. Rice Toyota utilizes a salaried tire vendor on our service reception team that has a sole purpose of ascertaining tire condition of the vehicles in the service drive at time of customer arrival. This tire specialist checks approximately 200 sets of tires a day, 80% of the time there is nothing to alert the service advisor, in the 20% of the time there is a concern it is his job to bring it to the attention of the service advisor.  
  
  Upon inspecting and measuring the tires, our vendor immediately raises his hand and flags down the service advisor alerting her of the tire concern in the right rear tire and brings her back to the vehicle to show her his concern.  Tires are recommended starting at 3/32 of an inch “tread life”.  North Carolina Safety Inspection states that a tire will fail inspection due to “excessive dry rot, secondary rubber showing, wires showing, or below 2/32 of an inch of tread depth.
  
  Before the vehicle was moved from the drive in service lane, the tire specialist and service advisor walked directly into the service lobby and spoke with the customer explaining the condition of the tires and offering replacement options and pricing. The customer then agreed to replace the tires. The tire replacement was added during the write up procedure in the lane and therefore was not indicated on a multipoint inspection showing current tread readings as the tires were being replaced. The technician replaced the tires, then sent a video multipoint inspection and stated that “we do not have any further recommendations at this time other than what you came in for. Brakes, Battery, and Tires check out.” This video was shot and sent after the service was completed. The entire technician service is also on video showing tires being removed and replaced. College aged son then signed a service repair order, paid bill, and left.
  
  At no point during this service visit was any concern brought to our team's attention to seek any sort of tire manufacturer warranty on the remaining tread life of the existing tires, and as we have never submitted a warranty tire claim on tires that have over 25,000 miles on them this would not normally be a route we pursue. 
  
  A vendor removes old tires from the premises multiple times a week and are taken to the City of Greensboro Tire Disposal location. 
  
  Summary of Events on 7/30/2021
  
  General Manager offered to show Mr **** the video of tire professional (who is on salary and not tire sale commission) alerting the service advisor to the problem with the tires upon entry to service drive and as well as the video of tire specialist checking other cars that arrived at the same time to show that tires were checked and that other vehicles were checked at same time and found to be in good condition. Mr **** refused and insisted tire specialist must be paid on commission, General Manager assured Mr **** he was a salaried employee.
  
  General Manager offered to show Mr **** video of tires being changed out, and offered to introduce him to Prince Johnson (tech with 19+ years of tenure) who completed the tire replacement. Mr **** refused.
  
  Mr **** demanded to see tire measurements, as measurements were taken on the drive and tires were agreed to be replaced there was no written record of measurement on old tires, simply the video showing the measurements being taken and actions thereafter.
  
  Mr **** asked to see the tires, General Manager offered to walk Mr **** to the tire storage area beside the dumpsters and informed Mr **** that the old tires were not there anymore because all the tires in the holding area had been picked up the previous day. Mr **** refused to see where old tires are stored until pick up.
  
  General Manager reiterated that to her knowledge we had never submitted a tire claim for a tire with 30,000 miles on it, and now that the tires are no longer here we would be unable to reach out to the tire manufacturer for any kind of warranty coverage.  Mr **** offered that his “tire guy” told him the old tires with 30,000 miles on them would still be under warranty. General Manager explained that without the tires there is no way to submit a warranty claim on any tire. Mr **** then asked what was my warranty on the old tires. General Manager replied that the dealership no longer has access to the warranty sold on the tires in 2017 as that tire is no longer stocked and distributed by Dealer Tire and therefor not something that could be pulled up within our system.
  
  General Manager advised Mr **** that if there were any kind of notes in the system that repairs needed to be approved by him we would honor those and offered to add those to the system going forward. The college age Son gave no indication he was not the primary decision maker or that he needed us to get approval by anyone else for any maintenance or repairs needed.
  

  Customer response

  02/13/2022

   I am rejecting this response because: Rice Toyota has still not provided any evidence whatsoever these tires actually needed to be changed. 

  As stated earlier, these tires were warrantied for 85,000 miles, making it extremely unlikely they would need to be changed at a mere 37,000 miles of usage.  Rice Toyota rotated the tires regularly, making it even less likely they would wear out so prematurely. If they indeed wore out at less than half their rated mileage then I am entitled a refund and I should be the one making the decision whether to make a warranty claim - not Rice Toyota. I paid for the tires and the warranty - not them. They sold me the tires to begin with so they have an obligation to provide warranty and supporting information upon request.

  Furthermore, Rice Toyota conducted a multipoint inspection on this vehicle only 1011 miles prior to replacing the tires. They made no notation whatsover that the tires were wearing.  This would mean the tires went from being fine to needing replacement from the equivalent distance of driving across North Carolina and back one single time.  This simply isn't possible.  The tires also passed State Inspection only 500 miles prior to Rice Toyota changing them.  It's extremely unlikely they wouldn't have been flagged if they were at 3/32".

  From the video Rice Toyota provided, it appears the technician merely runs his hand over the top of two tires.  No depth gauge is visible and the technician certainly didn't provide any documentation of measurement results.  My son informed me the technician showed him a piece of paper with some sort of numbers without units (as suggested by the video) but Rice Toyota has refused to produce this document.

  Lastly, Rice Toyota's statement that I said the tire technician is on commission is completely fabricated. I did state I had looked at the tread depth when my son and I checked the pressure on his tires and it was fine.  I also stated I didn't believe the tires needed to be changed and asked for evidence to the contrary.  Rice Toyota has still not provided factual evidence that justifies changing these tires.

  Business response

  02/14/2022

  If there was anything more that I could add that would be helpful I would do that. Unfortunately I have provided everything we have 3 times now and spoken to the father of the person who brought the car in for service in person. 

  Customer response

  02/22/2022

   I am rejecting this response because: All the facts I have provided clearly show these tires did not need to be replaced.  Nothing Rice Toyota has provided proves otherwise.  At an absolute minimum, I am entitled to warranty coverage on the tires they sold me.  Tires with an 85,000 mile warranty don't wear out at 37,000 miles.  I repeat my demand for half the cost of the tires -- $275.00.
  
  
  

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