Complaints

This profile includes complaints for Peterson Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Peterson Toyota has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Peterson Toyota

  4381 Fayetteville Rd Lumberton, NC 28358-2619

• 

  Peterson Toyota

  PO Box 1735 Lumberton, NC 28359-1735

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Windshield was chipped and not disclosed that it had been repaired. I had a technician come out and verify windshield was already repaired. Repair is spreading and windshield needs to be replaced. I request cost of windshield replacement at a ****** dealership near me. 2) Dealership also overcharged for warranty coverage and gap insurance without customers knowledge. Financial ***** did not go over sales contracts. Very deceptive practices. NEVER HAD A TOYOTA DEALERSHIP DO THIS!! They finally removed the additional charges but it ended up costing us more money in the long run.

  Business Response

  Date: 10/29/2024

  1-The sales manager has been in contact with our warranty clerk to coordinate a time with customer to replace windshield. 

  2-Finance manager disclosed the warranty with coverage, customer verified that it can be utilized at other dealers.  The *** and coverage was disclosed and customer stated that he was planning on paying off loan and would cancel *** then.  The dealership refunded the $276.00 which was a misunderstanding between sales manager and customer's agreed upon sales price.  The doc fees are stated and posted in all finance offices.  All cancellations are a process and take a while to be received and processed by the lien holder.  

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22425416
  
  I am obviously ok worth the windshield being replaced because Peterson never disclosed chip repairs/cracks however, I am not OK with the fraud that Peterson Toyota committed on my wife and I. As stated in the complaint dealership said the Peterson Advantage was included at no charge then added it on into the financing. It wasnt.
  
  They changed the price of the vehicle as advertised on the internet by $2000. Bait and switch.
  
  They added gap insurance without consent onto finance agreement.
  
  Never gave any copies of the contract and we had to chase them around to get it.
  Stated that we would get $2000 credit for financing with them which we never received.
  
  Stated we would get a military discount but never received any credit. 10%
  
  Overcharged for document fees as compared to other dealers in **. They charged $999. Should only be around $500.
  
  Stated Peterson Advantage Warranty would be included in the deal then tacked on the changes into financing. WE EXPECT WARRANTY TO BE INCLUDED as stated
  
  Its been a disaster trying to get credit for all of these mistakes. We had to cancel our finance agreement with *********** because of the mess that they created.
  On top of all that we just found out today the manager that sold us this car was apparently fired for embezzlement. This dealership is crooked. they have stolen from **. This dealership  should not be allowed to operate in **************!!

• Initial Complaint

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday September 9, 2023 I walk into Peterson Toyota to purchase a 2023 LE Toyota Camry. I talk to salesman who had call prior to my arrive. He took me for a drive in the Toyoyta to see how I would like it. We arrive back dealership I went into Financial Officer to sign paperwork. ************** had me to sign all my document on a computer screen. When he showed me the price of the car ********* I specifically asked did this price include the extended warranty and gap insurance. He replied no. I stated that was a little high because I had look online prior to pour chase and that wasn't the price of that car. I asked could hw print off paperwork. He simply refuse, he stated everything I needed would be on the red flask drive he held up. I finish up. Got in the car with my family and left. I arrive home no monroney stickers. I immediately contacted them the next business day which was 9-11-23. I sent text message to my sale person he assure me that they would get it handle asap. 9 months later no of my issue has been resolved. I have some woth 2 General ****** who assure me that the problem would get fix. Problems still hasn't been resolved.

  Business Response

  Date: 07/01/2024

  Our policy at Peterson Toyota is to place the Monroney lablels in the glovebox of the vehicle upon delivery.  We, Peterson, apologize for any inconvenience this may have caused.  The sticker was previously emailed to the customer and if desired, the dealership can order another window sticker at the customer's request. If this request is received, the customer may then come to the dealership to pick up the sticker upon its arrival.  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21878791
  
  

  ***************************	2:52 PM (9 minutes ago)
  tome

  I would like for them to order me my original sticker. When it arrive I will go pick it up. Second I don't see anything in the respond about providing me a letter stating they decided not to trade my dodge journey 2016. I also don't see anything about their decisions in the two different price. The sticker they had email me had one price the paperwork had another.

  
  

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/23, I had my Toyota 4Runner towed to Peterson Toyota because it was overheating. On 4/3/23, the service department called and said I needed a new radiator and catalytic converter. This all happened while my family and I were driving from ******** to Georgia. We ended up renting a vehicle for the week and drove to GA. I asked them to fix the issue so I could pick up my 4Runner on the way back to **. On 4/7/23, I picked up the 4Runner and was told that the serpentine belt was replaced and they made a mistake about the other issues because it was another 4Runner. I paid $633.21 for the belt and services. I mentioned to the Peterson employee that I had the serpentine belt replaced months earlier at my local Toyota dealership (Ourisman) in ********* **. We went back to ** and I took it to Ourisman. They told me that Peterson should not have charged me because the belt was under warranty. They also told me that Peterson replaced the belt with an aftermarket belt (not Toyota). Peterson did not mention this to me. ******** tried to call Peterson for me but got nowhere. ******** told me to call the Toyota care complaint line and open a ticket, which I did weeks ago. Ive called Toyota care every week and they try to contact Peterson and get no response either. I would just like to receive my money back for the belt and fraudulent service from Peterson for $633.21. Thank you

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair and deceptive practices at the dealership. Dealership employees persuade consumers into purchasing vehicles by using deceptive sales practices, falsely inflated consumer income information on loan applications and misrepresenting state consumer protection laws. Peterson Toyota of *********, ** did not use my personal finance company I came to the dealership with to purchase a vehicle and had informed me that they had. Peterson Toyota inflated the total sales price of vehicle with optional services such as powertrain warranty and gap coverage I asked Peterson Toyota to remove the powertrain warranty and the gap coverage and was told it's the dealership policy to add to every sold vehicle and Peterson Toyota did not remove from total purchase price. Peterson Toyota failed to disclose that that the powertrain warranty has three options and just added the highest cost powertrain warranty to my sales price. Peterson Toyota did not provide hard copy paperwork when requested several times.

  Customer Answer

  Date: 12/30/2022

  I have not heard back from Peterson Toyota of *********, **. The matter still hasn't been resolved.

  Business Response

  Date: 12/30/2022

  The customer signed all documents using DocuPad which displays payment, options, finance company, etc. The customer signed with freewill. The customer knowingly signed with another company and may at any point obtain their own personal financing at their bank essentially refinancing. The optional products may be cancelled at anytime, however, the monies will be reimbursed to the finance company and be deducted from the principal of the loan. Copies of the customer help sheet and credit application are uploaded, showing the customers response to survey along with customer's signature stating the accuracy of the document.

  Business Response

  Date: 12/30/2022

  ***Document Attached***
  
  See Attachment/File: TIFFANYGREENE.pdf

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When contacting Peterson Toyota to cancel the ****************** mechanical failure service contract I was provided nothing but push back until finally a form was emailed to me to sign but was told not to fill out by **************. I refuse to sign the form until I was able to print it out read over it and fill it out and emailed it back to Peterson Toyota. Nothing has been canceled as of yet and I haven't received any confirmation of cancelation of optional service witj provided reimbursement which I was told was not optional at point of sale and then again when trying to cancel through dealer.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2019 Infiniti QX60 September 7, 2022. Dealer gives you your documents on a flash drive and we were not able to access the documents right away. A week later I went back to car dealer to explain that all sales documents had the wrong mileage on them and asked what they were going to do I was told someone would get back to me. Dashboard had ****** miles and documents have ****** on it. Which means I was over charged for vehicle and we are not paying the correct monthly payment due to this mistake on the dealers part. No one ever got back to me or my husband. Vehicle now breaks down 3 months later while in *******. Have vehicle towed to nearest Infiniti dealer and am told by Infiniti that the Engine needs to be replaced due to sludge being in the engine. I also was told that this could not have been done by me since we have only had the vehicle for 3 months to date. I contacted Peterson Toyota right away and was told by Service Manager ****** that someone would get back to us the next day. I have not heard from anyone at Peterson Toyota for over a week. I have been calling and leaving messages for Manager to call me back and have heard from no one. This is very unprofessional and at this point there is nothing they can possibly do but let me out of this fraudulent contract. Please help.

  Business Response

  Date: 12/13/2022

  At this time, Peterson Automotive, is waiting on an Infiniti Engineer to go to the location of the customer's vehicle to determine if the issue is due to a manufacturer defect/issue.
  We are also having a sales manager reach out to customer to arrange a rental through Enterprise to allow for customer's transportation in the mean time.

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We we waiting for the **************** to approve or deny Engine replacement. Found out it was denied 12/16. Also dealer was arranging for a rental car but I have to pay $300 deposit to attain rental vehicle. Which I do not have after catching *********** since 11/29. I am also being told that we are basically stuck with a fraudulent contract because it was already signed. This is not fair and I am being ripped off by dealer. At this point I want out of this deal as I am overpaying for a vehicle that is not working and will not be paid for by dealer to fix. Had us get a warranty for $4,900 that will not even fix vehicle. Spoke with ****** this morning 12/19 she is saying they need to get with the General Manager to find out what they are going to do to handle the situation. She tells me to hold on and never comes back to the phone I was on hold for over ******************************************************************************************* rental.

  Business Response

  Date: 12/30/2022

  Peterson Automotive is sending a roll back to transport the vehicle back to the dealership on Monday January 2,2023. The customer did purchase an extended warranty which would cover the *********** the manufacturer warranty is expired. Until that time it is deferred to the manufacturer. We are working with the warranty company to good will a portion of the repair and we plan on putting forward our own good will in effort to repair the vehicle to an agreeable standard. We have extended the date on the rental vehicle an additional 2 weeks. We are also reaching out to the customer to issue a check to reimburse the $300 deposit needed per Enterprise rental policy, so the rental can be obtained.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a car 2018 Chevrolet Sonic September 2022 from Peterson Toyota. The day the car was purchased the next day the check engine light started coming on and a knocking noise was heard. After several calls and trips to the dealership I was given an appointment to carry the car to the Chevrolet dealership in *********, **. After2 trips to the Chevrolet dealership they decided to keep the car. After a few days I was told the car had been fixed the check engine light was off and a belt had to be replaced that was causing the knocking sound. Well unfortunately the check engine light has came back on and I have been call Peterson Toyota to try and get the car fixed again. I did speak to a sales manager on Monday, September 28 and was asked to bring the car back to be checked. The car was taken back on Tuesday, September 29 and I was told I would be receiving a call from the Chevrolet dealership to carry the car to be serviced. On Wednesday, September 30 I spoke to a general manager and explained all the problems I was having with the car he responded by saying he would be calling me back Thursday, Dec. 1 as of today Wednesday December 7 he has not returned any calls and the Chevrolet dealership hasn't called either. Monday, December 5 around 6:00 pm my daughter was driving the car and had a blow out on the back driver side. After removing the tire we noticed a large not on the tire and alot of wiring showing. After checking all other tires the back passenger tire is in the same condition. The car was sold to me bad tires and alot of other issues. After several attempts this week of reaching out to the toyota dealership and leaving several messages daily no one has returned any phone calls which is making me think they knew they had sold me a lemon off the lot so they are avoiding all phone calls. Please if I can get help in this matter it would be greatly appreciated. Thanks and as of today I have only made 2 payments I would like a replacement same payments.

  Business Response

  Date: 12/13/2022

  The vehicle is currently at the local Chevrolet dealership to diagnose the concern. Peterson Automotive is at the mercy of *******************************
  The customer is in ********************** Automotive's loaner vehicle to provide for transportation in the mean time.

  Customer Answer

  Date: 12/14/2022

  The 2018 Chevrolet sonic was taken back to Peterson Toyota December 8 and I was given a rental to drive for a week waiting to see if car has been fixed or getting another vehicle.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have read the statement from the business and I do agree I am driving a vehicle from them until tomorrow Friday, December 16th. I understand the car is at the Chevrolet dealership but if the car is not able to be fixed at my satisfaction I would like to have another vehicle at the same payment or the dealership just buy the car back so it doesn't go against my credit, since this has bee an ongoing matter since the car was purchased.

  Customer Answer

  Date: 12/16/2022

  I called the car dealership today to see if my car had been fixed or if another decision had been made since I have not had any communication with anyone since the car had been taken to the dealership. After speaking with a rep I was told the car was not ready to pick up and to continue to drive the car that the dealership had provided.

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12 2022 I traded a 2019 Dodge Ram 1500 hemi truck 4doir slt to Peterson Toyota late Tuesday at the point if trade they ask me did I want to put any money down with the trade of my truck I told them no and that I wanted my payment lower then the truck payments sales person Nico came back with the sales manager Clint and said we can get it lower by 50.00 I said ok with no money down then went to the finance person ms McGirt signed paper to close the deal needless to say after I had the 2020 suv gmc arcadia slt a week the check engine light came on so I was out of the car for a week then they had to order a part then send it to a gmc dealership to repair as I was waiting for a refund on my extended warranty for the truck and calling the extended warranty place the lady said it will take 60 to 130 days for refund to find out peterson applied the warranty as a down payment I was not aware and was not told it would apply I should have had an option weather I wanted my refund applied as a down payment the amount was 2,200 did not know it possible to apply and amount without advising me or telling me at closing that was what they was doing I also spoke with the big guy over all the people at peterson toyota Sean ..as I have done a lot of business with this company and my wife as well ..I really preferred to have my refund on my warranty and my Gap refund I and very upset and will not continue my business with this company as a business person myself I do have my LLC with my business DBA Jstep Enterprises LLC this not a good way to do business Mr Sean had tried to make things right but thus is very unprofessional and very misleading as a company I'm wondering how many people have they done this way and got away with it ..please help me to get my refund of $2,200..they have copies of the documents and how they applied as a down payment

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/10/17) */ CUSTOMER SPOKE WITH GENERAL MANAGER AND ISSUE RESOLVED. Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't recall giving promission to apply my warranty from my truck to be applied for a down payment when speaking with the salesperson he ask me if I had any money to put don't I told him no so I do feel I'm intitled to the amount of $2200 as I was not informed that this what they was going to do nor did anyone explain this is what they was doing Business Response /* (4000, 12, 2022/11/18) */ The general manager spoke with customer. The customer was agreeable to a 2 year maintenance plan at no cost to customer being applied to his new purchase in lieu of the refund to customer that was applied to downpayment on the purchase.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from them a week ago thinking a good reputable dealer was the way to go. Traded in a 2011 Toyota Tundra with no issues just 123000 miles for a 2017 colorado. After leaving, the touchscreen in the Dash started going on the fritz and the next day I realized the heat didn't work. I have tried non stop through out the last week trying to get an estimated repair date and it seems like they have no intentions on repairing anything but they told me they would. I gave a perfectly good vehicle with half the payment that I have now for a truck with no heat, and a touchscreen unit that I can't use any of the features I paid for.. I need help please

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 8, 2022/09/01) */ The vehicle is currently in the shop completing repairs to meet the customers satisfaction. The repairs should be ready by Monday September 5, 2022 and ready to be picked up. Consumer Response /* (3000, 10, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is Wednesday 9/7 and still haven't been able to reach anyone in the service department to get an update on repairs or an estimated finish date. Consumer Response /* (3000, 12, 2022/09/08) */ As of 9/7 I spoke to someone with Peterson and I was told my truck was 80% finished with the heat repair. I was also told the audio unit that needs replacing has no ETA on the part due to back order and that I would get my truck back when the current repair is complete and just drive it until the audio unit is received. When I dropped the truck off I showed the service director on ebay where this unit can be ordered with a 6 month warranty on the unit so why are they still waiting for the part to come from chevy. In the previous response from Peterson, it stated that my truck was in the shop getting repaired to my satisfaction. That is NOT the case if Peterson is wanting me to drive a vehicle with a messed up audio unit. It's not right that I'm expected to drive a vehicle with issues that I just purchased from a "reputable dealer". Business Response /* (4000, 14, 2022/09/13) */ The A/C / HEAT has been corrected. The radio for touchscreen concern has been ordered from CHEVROLET, with no ETA, due to national BO. The customer suggested EBay. Chevrolet advised against EBay as there is a likelihood of incompatibilty. However, we are further exploring this option, in order to satisfy the customer in a more timely fashion. Consumer Response /* (2000, 16, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Doing the covid I return my rava a back to Peterson toyato cause I could not pay the payments. They sold the car the next day and they want me to keep paying for a car I don't have anymore. I volunteered and turn in the car. What advice could you give me please they put me in collections

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/18) */ This return of vehicle was a voluntary repossession. The car was not sold by Peterson. The vehicle was/will be picked up by a representative of World Omni Financial / Southeast Toyota, as they are the lienholder of the vehicle. The issue is between the customer and the lien holder, not Peterson

• Initial Complaint

  Date:06/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ad 2019 outback $27999 get to deatiship that say 33999 them car guru advertisement they agree to price we begin to negotiate not willing to spend more than # 30,000. Warranty is added price goes oven 30,000 again I stated not willing t go over Noah the sales person goes to his gots permission to addwarrantytotal price 29,999 I agree plus taxes fees get to office to sign paperwork its all on computer he flies through no time-read he, says will give flash car review later got home flash drive empty noticed three, tires on car that could cause real damage ci. on all wheel drive clearly states in manual showed called back they ordered new tines and said will pick up when tires installed. Paper work never gotcalled 5=7Times

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 10, 2022/07/08) */ The customer agreed to price with repairs and signed the contract, taking delivery of vehicle.