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Business Profile

New Car Dealers

Sansone Toyota

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an extended warranty for my car from Sansone Toyota Avenel NJ on 6/25/24 for $2335 agreement number ********, VIN *****************. When I received my coverage book it wasn’t what we discussed so I cancelled it . Toyota Motor Insurance Services issued a check for $2190. The $145 difference is the state sales tax which they said I have to get from the dealer . John in the finance department at the dealer said they don’t reimburse sales tax. Both parties say they are not responsible. How can I get my money?

  • Initial Complaint

    Date:09/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In April of 2024. i had a problem with my autostart that I purchased from ****** in 2021 for $500. I had a problem with the auto start when I took it to them , they notified me that I had 2 auto start in the vehicle. 1 that came standard with the vehicle which they should of notified me before putting in there after market 1 in... when I told them why would 2 auto starts in, the manager **** said some people do...I told him that sasone defrauded me knowing I had a factory auto start but yet still installed another 1.. and I asked for my $500 that I am out.. and **** said no. Even after talking to several employees they know he was wrong..I actually have video recording of the situation..I just want what's owed to me

  • Initial Complaint

    Date:03/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Placed a deposit on a car that has not even been built yet. I found another dealership that has the exact car I want so I asked for a refund. Sansone Toyota told me the deposit was refundable when the money was given but when I asked for a refund they said it was no longer refundable. The manager was giving me attitude and is trying his best to stop the cancelation of the deal. I tried to call the dealership for the refund but they put me on hold for long periods of time making it not easy.

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 June 6 and June 11 of 2019, I purchased to automobiles from Route 1 Sansone Toyota. My credit score was 791 at the time. The finance manager insisted and demanded for a down payment of $1000 for each automobile and would not complete the transaction unless the down payments were made. According to the Truth In Lending Act (TILA) down payments are not required for any consumer credit transaction. I was deceptively given inaccurate information by Route 1 Sansone Toyota representatives and coerced into believing that according to state and federal law is not true. I am demanding a full refund of the $2000 down payment be given and returned due to this matter false, misleading and deceptive tactic.

  • Initial Complaint

    Date:08/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 December 17, 2022 when i purchased a new Toyota Corola at Sansone's Automall and initially, i opted for an extended warranty.A month later on January 30th 2023 i decided to withdraw the choice for an extended warranty.I followed with the representative at Sansone Toyota on weekly basis(last time Aug 4, 2023) and every single time the representative told me that i will have problem solved and that i will see the bill adjusted "over the next couple of days" and that he is in touch with them on regular basis.On August 7th 2023, 6 months after i requested the cancellation of the extended warranty and to return to the standard warranty., i decided to call Toyota ****************** and they informed me that nobody from Sansone Toyota ever contacted them on my behalf to cancel the extended warranty.As a result i was informed that because i placed the rerquest so late, they cannot give me full refound and refound cannot be applied to the date of the original request.

  • Initial Complaint

    Date:03/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Went to the dealer to buy a new car , and I agreed about the original price , then I asked them to have an original leather seats instead of the clothe seats -then they asked me to pay an additional$1700 in top the price and I agreed and they took a deposit and down payment $14,000 and I was told that when the car arrive , I will get a call. A week later they called me informing that they got my new car and asking me to go and pick it up and I went to the dealer then I asked them about where is the leather seats I paid for it extra $1700, then they questioned me if I paid for it or not, I replied yes I did and you did charge me an additional $1700-at that point they went over the receipt and saw and confirmed the extra payment, after that they asked me to take the new car the way its and they are going to call me to bring the car back and they will give me a loaner to use until they do my leather seats which was a confused issue for me , because as I was told originally that the $1700 extra they charged me was to modify the car and get it with the leathers seats- story short they called me 3 days later , they took my new car and they gave me a loaner and after another 4 days they called me again to pick up my new car and when I got there and for the first look to my new car , I was completely chocked from the bad look and the cheap work and in addition that the car have like over 30 miles on it extra than when I dropped - the interior is horrible and I could not accept it and the answer was We can not do anything for you when I refused to take the car the manager came and said they are going to try to tie up the leather little more then it could be looking better. I asked them either to have the original leather seats installed or to give me the car with the original cloth seats and give me back my $1700 they took.

  • Initial Complaint

    Date:02/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    took car in for paint recall. 1st tim3 4/2021. 2nd time 12/1/2023. car was never repaired. second occasion they held car for more than 4 weeks without providing loaner and still did not make repair.

  • Initial Complaint

    Date:11/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Last year o went to this dealership to get a new vehicle , they offered me a price and % and asked me for a deposit at the end they told me that the accountant was on vacation and they told me to take the vehicle and come back neat week to sign the papers. We I came back the following week the account give total different numbers that the sellers gave me at the begging, the payments were about 200 dollars more. They added a extra 7 years guaranty for a 0 miles vehicle that was supposed to have guaranty it self and they added it and also they added a gap insurance . Nowadays Im trying to trade the ***** and Im loosing 18k dollars due to all those charges and guaranty that were never used and they will charge to a another person

  • Initial Complaint

    Date:10/27/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 10/27/2022 I negotiated with an online sales representative, an employee of Sansone Toyota, the price of the vehicle, financing terms, and confirmed they organization participated in the Charge Up ** clean energy rebate program. I asked the employee to confirm the terms with her manager, and after being placed on a brief hold, she said her manager agreed with the financing terms and the cost. This was all done in advance because of the distance I had to travel and the time I had to take off from work to make the payment in person. When I arrived at the dealership, I was instructed to ask for the store manager, and a new sales representative greeted me saying all online sales are told for the manger, but an in person sales representative would complete the deal. I explained the terms agreed to, and he came back and informed me that Sansone would not honor the arranged agreement. When I asked for my original sales representative, the floor manager said we will not honor any of those terms. I explained that the phone representative already had her manager approval. The floor manager said they dont have the authority and that the terms they were giving me now (a much higher cost and finance rate) were the only offer I would receive. I called the online sales representative, and she said she would speak to them on my behalf. She did not return my calls and left the office while I was at the dealership (My wife called and they informed her that sales representative was no longer in office). The nature of my dispute is that an oral agreement is a contract and the business instead lured me in under false promises, costing me time, paid vacation, and resources to travel. They then did not honor the agreement their agent and manager dictated to me by phone. I would like them to honor this agreement and I would like the public to be aware of this poor business practice which hurts consumers who tried to act in a diligent and fact seeking.

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 leased a Ram **** and paid for a spray for the back of the pick up truck.i have never received the money back or a spray as promised.i have spoken to ***************** as well as *******.these 2 people I was told are the highest 2 people I can speak with and still nothing was rectified.

Sansone Toyota is NOT a BBB Accredited Business.

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