Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In September I dropped my truck off at Toyota of Keene to have repairs done for mouse damage to my wiring harness airbags and headliner. Initially they couldnt get the parts so they set me up with a rental. Its been constant back and forth with them in saying parts are available parts arent available, to the point where I had to locate a part for the dealer so they could order it. 3 weeks ago they took away the rental saying I would have to pay for it. They have lied to me and my insurance, the final part was supposed to arrive yesterday and they dont have any information as to where the part is located. They dont return my phone calls. They say theyll call me back and never do. Im down to 1 car and I have a pregnant wife with 2 children at home. I work long hours as a truck driver and need a second vehicle. They have had my truck almost 7 months and have barely made progress with getting parts.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a terrible accident on 12/22/2023, which totaled my vehicle. I went to Toyota of Keene on 12/26/2023 to purchase a new vehicle. I purchased a 2024 Toyota Highlander Hybrid. On January 1, 2024, the check engine light came on on the vehicle. I had the car towed to the dealership on 1/2/2024. After a strong discussion, a "loaner" car was provided to me at no cost. The Service Tech called me on 1/2/2024 to say that the oil sending unit had not sealed correctly and this caused all of the oil to drain from the car. He said they were replacing it with a new unit and my car would be ready by Friday, 1/5/2024. I did not hear from the dealership until 1/9/2024, stating that they had replaced the oil sending unit, but it was still doing the same thing so they had to have a district service tech come out to see the car. He determined that the engine block had a crack in it, so the engine needed to be replaced. I contacted the salesperson who had sold me the car and said I no longer felt safe in that car. I had purchased a brand new car and they had sold me a defective car. I wanted the $5000 I had put down on the car back and I would go elsewhere or they could provide a different vehicle, as I did not want that car. The salesperson spoke with his Manager and called me back to say if I wanted a different car, then I would lose thousands of dollars due to depreciation on the car. I told him my experience had not been friendly so far and the right thing for the dealership to do would be to take the car back and give me a new one or just give me my money back. He suggested I contact Corporate Toyota. I called Corporate Toyota on 1/10/2024 (Case number ************) and reported my issue and concern. I did not hear from the dealership until Wednesday, 1/17/2024, stating that the car was ready. The 20 date plate had run out on the car, so I could not drive it without registering the car, which I was not going to do. I returned the rental car on 1/18/2024, at their request, and was told they would work on getting me a new car.

  Business response

  01/24/2024

  This was resolved today!

  Customer response

  01/25/2024

  I was contacted by the CFO, Bob S***** and had a conference call with him, Jason W******** (Service Manager) and Bob K**** (General Manager). Bob S***** stated that they would offer a 120,000 mile/7 year warranty for the car, that if Toyota didn't pay for then the dealership would. I called and left a message for Jason (as i got his voicemail) today at 11:00 letting him know I had registered the car and was planning on picking it up in a couple of hours. I asked him to please call me about the warranty, as I wasn't sure how that was going to work...would it be ready when I picked up the car? would he mail or email it to me? Please contact me to let me know. I have yet to hear from him and there was nothing when I picked up my car. So, no there is still no resolution to this problem...just more of the same empty promises that this dealership seems to famous for. And they said they test drove the car. There is a noise when you turn the wheel to the left...I have no idea what that is and I dread having to deal with them about that. I just wish this nightmare would end. I will never purchase or recommend this dealership to anyone I know. They never stick to their word and back out on EVERY thing they have ever said. Not a good way to do business. 

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: They promised a 120,000 mile/7 year warranty and I have not received it. I called prior to picking up the car to let them know I was coming today and asked about the warranty and no return call and nothing when I picked up the car. So, no this has not been resolved. I didn't get my money back, I didn't get a different car and they promised a warranty on top of the one I already had, and I didn't get that either. This dealership does NOT stick to their word. I would NEVER recommentd them or go there again to purchase a car.
  
  Sincerely,
  
  **** ********

  Business response

  01/29/2024

  Hello,

  I am extremely sorry you thought the warranty was going to process the day we spoke. You are covered under the current bumper to bumper warranty and the extended warranty as promised is being processed. I have checked with the office to see if they could speed up the paperwork but please remember you are still covered. Sorry if there was any communication breakdown. Someone from the store will contact you as soon as everything is processed or you will receive the paperwork for the warranty. 

  Customer response

  01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******1, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Oct. 14, 2023 ********************************* and I visited ****** of Keene. Salesperson ******************************* found a 2017 Chevrolet Equinox. We returned Oct. 16 & met with **************** to arrange the purchase. I signed purchase agreements and a "We OweDelivery Confirmation" agreement signed by the ******************* Manager ***************** that outlined the ***************** obligations, under which none were listed. At the same time we paid a $2,000 deposit.While I was still meeting with ************, **************** informed Ms. *********** hadn't signed any of the agreementsthat the rear windshield wiper was missing & the battery failed inspection but the car simply needed "to be driven." He said the dealership didn't have a wiper blade but I could purchase one from an auto parts store & that I had to return to have the battery reset. We were told to leave & drive the car uninspected but with a 2024 inspection sticker on the windshield.These problems were disclosed after I paid the ***************** the sales documents, none of which listed the dealer's obligations to fix them. Not realizing this we agreed to return the following Sat. to have the battery reset & the car inspected.While driving Oct. 18 I heard a loud noise from the undercarriage. When we returned on Oct. 21 **************** agreed that the muffler was loud, needed repair & would not pass inspection. It couldn't be fixed that day because the service department needed to order parts. I again had to leave the dealership with an uninspected car.On Oct. 27 prior to the muffler repair, I heard a loud noise when the car came to a stop. I emailed **************** that I needed to return the vehicle. He said they would not allow it. GM ******************* called & said it wasn't possible despite my explaining the issues during & after the sale.A Carfax from Nov. 1, 2023 lists the vehicle failed an emissions inspection on Oct. 16one day prior to our purchase, proving that ****** of Keene was aware of the issue before they sold it to us.

  Business response

  11/07/2023

  We have offered and are still willing to repair the vehicle to the customers satisfaction. We will not be giving the customer a full refund. Please let us know when the customer would like to schedule the vehicle for repairs. I am also very sorry for the inconvenience. 

   

  Business response

  11/20/2023

  The original offer of fixing the car is all we are willing to do.

  Customer response

  11/22/2023

   
  Complaint: 20834724
  
  We do not accept the business's response as a resolution to our complaint. We have definitive evidence that ****** of Keene, part of the Fenton Family Dealership of *******, **** engaged in deceitful salesmanship when selling me a 2017 ***** Equinox last October. They sold me a car that did not pass inspection before we drove it off the lot (read our case). We have taken our case to the **** ************************* and we will escalate our complaint to small claims court and further legal proceedings if ****** of Keene does not honor our wishes to return the car and refund our $2,000 down payment. ****** of Keene could save face (and their integrity) by admitting their mistakes and giving us what we rightfully deserve. 
  
  Sincerely,
  
  ***************************** and ******************************;

  Customer response

  11/26/2023

  To the ** Better Business Bureau: 
  
  ****** of Keene General Manager ******************* sent me a letter via ***** re: my ************* Better Business Bureau complaint #********. I sent a response to *******************' ***** letter to him via certified mail and by email as well. I am also sending you his letter and my latest response to the ** Better Business Bureau in this email and in the mail tomorrow on Monday 11/27/2023.  Please read our response throughly why I will not accept their offer to bring the car back to be fixed or to go with another car altogether. I do not trust ****** of Keene after their deceitful business practices. Our response will prove that. The only response from ****** of Keene that I will honor is a $2,000 refund and the car be returned back to the dealership. If not, it will be escalated to **** Small Claims Court. 
  
  I look forward to hearing back from the **** Better Business Bureau. 
  
  Sincerely, 
  
  *****************************

  Business response

  11/27/2023

  There is no other offer on the table other than to fix the vehicle this customer is continuing to drive. There were 2 repairs and a state inspection that needs to be completed. He can bring the vehicle in and we will take care of the 2 issues. I am considering this matter closed. 

  Customer response

  11/29/2023

   
  Complaint: 20834724
  
  My partner and I do not consider this matter closed.
   
  Sincerely,
  
  *****************************

  Customer response

  01/03/2024

  This is *********************************markjs="true" class="markg3e3iugf0" data-ogac="" data-ogab="" data-ogsc="" data-ogsb="" style="color: rgb(36, 36, 36); margin: 0px; padding: 0px; font-size: 15px; font-family: "Segoe UI", "Segoe UI Web (West European)", "Segoe UI", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif; font-stretch: inherit; border: 0px; line-height: inherit;">***** and I would like to amend the complaints I sent you regarding Fenton Family Dealerships/William Fenton LLC/Subaru of Keene. 
  
  In addition to selling me a car that should not have been sold to me, more problems arose that Fenton Family Dealerships/William Fenton LLC/Subaru of Keene did not disclose to me prior to purchasing the 2017 ***** Equinox vehicle (VIN #: *****************). I opened the left passenger door and the rubber trimming that goes along the door came off. I did a further examination of the vehicle and noticed the rubber trimming was coming off in another location on the left passenger door as well as the right passenger door. See the photos I submitted. 
  
  I want this taken into account in my complaints. Please let me know if you have any questions or if I'm required to do anything further to make this part of the official complaint/record. 
  
  Thanks again for your assistance and Happy New Year.

  
  

  Sincerely, 
  
  Christian *****
  **************

  Business response

  01/03/2024

  This has never been brought to our attention before today. That can also get looked at when the car is being repaired. Sounds like a minor issue.

  Customer response

  01/07/2024

   
  Complaint: 20834724
  
  Despite the new issues, I do not accept the business's response as a resolution to my complaint because ****** of Keene (a.k.a. Fenton Family Dealerships) still sold me a ************************************************************************************** that prior to buying it and prior to me driving it off the lot. I found out all about this after the fact through a Carfax report submitted to us by a third party. 
  
  The ************* ********** of ******* Consumer Protection & **************** Consumer Sourcebook Autos: Used web page states:  *************** Unsafe Vehicle Act (RSA 358 F) gives consumers several important legal rights in the sale of such used vehicles. An unsafe vehicle is one whose brakes, frame, exhaust system, or lights will not pass the state's safety inspection.
  
  Before a dealer can sell an unsafe used car, the dealer must:
  
  * Disclose that the car will not pass the state safety inspection; and
  * Offer the buyer the opportunity to have the car inspected for safety (the dealer may charge a "reasonable" amount for the inspection).
  * If the consumer still wants to buy the car, knowing it is considered "unsafe," the dealer may sell the car but must list the safety defects for the buyer along with a notice stating: ********** vehicle will not pass a ************* inspection and is unsafe for operation. The following defects must be corrected before an inspection sticker will be issued.
  
  Any violation of RSA 358-F is considered to be an unfair and deceptive trade practice which triggers certain rights and remedies under the ************* Consumer Protection Act. RSA 266:8 also gives the used car buyer protective rights. When a dealer licensed by the ************* ********** of ****** finds that a car will not pass the state safety inspection, the dealer must:
  
  * Destroy the inspection sticker on the car
  * Fill out a form distributed by the ********** of ******
  * Have the buyer sign the form to acknowledge that the buyer is aware the car will not pass inspection
  * Provide the buyer and the ********** with a copy of the form, and keep a copy of the form in the dealer's files (*********************************************************************************'s%20Unsafe%20Vehicle%20Act,pass%20the%20state's%20safety%20inspection).
  
  ****** of Keene Business Manager ******************* acknowledged in a letter to me (received on 11/25/2023) that the vehicle would not pass inspection at the time of purchase because of an alleged battery issue, yet his dealership did not carry out any of the requirements above. Furthermore, the law defines an unsafe vehicle as one whose brakes, frame, exhaust system, or lights will not pass the state's safety inspection. The vehicles Carfax listed a preexisting exhaust system defect on the day of purchase yet the dealership did not disclose this until I brought it to their attention two days after I purchased it.
  
  In conclusion, the vehicle I purchased from ****** of Keene is unsafe and never should have been sold to me. I demand that I be permitted to return the vehicle to the dealer, all purchase and sales agreements including the auto loan from ************** annulled, and my $2,000 deposit refunded in the form of a paper check.
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2020 Toyota Tacoma from Toyota of keene, First off, the finance manager told me the bank wouldn’t approve me if I didn’t buy the extended warranty. Found out that was false. I contacted them and finally I cancelled it with nothing but attitude from them. Today I see that they actually Upped the price of the truck on me without telling me, online and in person price was 38,995 for the Pickup. On my paperwork they Charged me 39,995 for this truck figuring I wouldn’t notice.

  Business response

  03/10/2023

  There appears to have been some miscommunication regarding the service contract.  We had recommended it, but not required it.  We only had one business manager available, so things took longer than we would have liked, but we were able to get the original finance contract cancelled and a new one processed without the service contract.

   

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I was Absolutely told it was the only way I could get the loan, He said everyone needed to make money,  and not only that, my truck is still $1,000 over the sticker price that we agreed upon. 
  
  Sincerely,
  
  ****** *****

  Business response

  03/27/2023

  We have addressed all of the customers concerns and sent him a refund for the amount in question.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern, I purchased a used Van from the Fenton Family Dealerships in September, 2022 in order to support my growing family. On December 7th, 2022 I brought my van in for diagnosis and repair. I was told the problem (an issue with the sliding rear doors) was on an extended warranty from Toyota, and that this would be of no cost to me. I spoke with a service advisor named Matt. 7 days later I had not heard anything. My wife called and spoke with someone (who’s name I do not know). She was told there was no issue and that the parts were in stock able to be shipped to the dealer. 7 days from that I had still heard nothing from the dealership (Toyota of Keene) as to the status of my warranty parts order. I called and spoke to someone named Bonnie, who indicated “longer than normal shipping times due to shortages and delivery issues.” On 1/9/23, I had no appointment, no parts, and no clue as to still what was occurring. I called and spoke with Bonnie, and asked them to please provide tracking info. I received a call back from her in the late afternoon. As the voicemail she left on my phone states, “We were unaware that Toyota had changed the way they ordered those cables so they have been ordered the correct way and should be here in a few days.” After a few days I went back and spoke with Matt again. I received a phone call from him shortly thereafter stating that this warranty was actually closed out by the previous owner, and that this was no longer going to be a warranty item. It is now 1/16/23 and Toyota of Keene has provided false warranty claims to my vehicle and to this day the parts still have not been ordered. In addition, I have been transporting my family in unsafe conditions related to doors being unable to open. I have not been offered a rental. I have not been offered a solution. I would like this dealership to order the parts and pay for the parts and repair. I have waited long enough and expect what’s promised

  Business response

  01/20/2023

  We identified a problem with original warranty claim which caused Toyota corporate to close the customer support program. We rectified the problem and repaired the vehicle at no cost to Ryan. We apologize for the inconvenience this caused Ryan and provided Ryan complimentary oil change.

  Customer response

  02/16/2023

  BBB spoke with this consumer who indicated that this complaint had been resolved to their satisfaction.

*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. ↩