ComplaintsforToyota Universe

• Initial Complaint

  12/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Toyota universe uses false advertising to lure in customers. They charge multiple fees without any explanation as to what they are . The lie about what financing you can use . Not an ethical business. They stated my payment would be one number and had me sign and my contract does not contain said payment . Payment is higher than agreed

  Business response

  01/03/2024

  Spoke to customer we will be taking the car back please close this case..

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Toyota Universe changed the agreed to price($23,084.00), after agreement was reached they put the car lease (salesman said a lease would lower the overall cost) in my name before I was able to review it .No additional fees were disgust or disclosed on the contract. I was not given the option to review the contract for ********************************************************** my name, I tried to contacted the sales person the next day to complain that the final figures are way out of line to what was agreed, no luck for several days, so I stopped back at the dealership. They do not return calls, they also changed the deal I was suppose to get and used another bank without my consent. The deal was with Toyota, not a third party bank, While at the dealership they continually moved us around, car alarms going off inside the building, I gave them a seven thousand dollar deposit, We never received the two thousand dollar dealer advertised match which would bring the total deposit to nine thousand dollars. I don,t understand how a ****** dollar car with ***** down plus a dealer match of an additional ***** still cost 2*****. Where did all the money go? I talk with *****(2nd salesman) with no results, I met with his boss which is ****, and he tells me that he will talk with his boss. This has been going on since September. I would like to have the money that is owed to me and they should train their sale person so they can explain a lease to people and call them back when called. I left messages to call me and never has he contacted me. His name was ****(1st salesman). I feel like we got the run around and ripped off and hope that this will get resolved. I believe I was a victim of deceptive sales practice, possibly fraud due to misleading and false information given to me during the sales process, and maladministration due to lack of support from the upper management to resolve issues.

  Business response

  11/10/2023

  We are working with the client to come to a happy place with them.

   

   

  Mark

  Customer response

  11/20/2023

  
  Complaint: 20813289
  
  I am rejecting this response because: Original agreement has been amended. Agreement was ******* rebate from Toyota and balance from third party, Toyota is paying ******* and third party amount has not been determined at this point. No payments have been received and complaint is to remain open until all funds are received.
  
  
  
  Regards,
  
  ***********************

  Business response

  11/27/2023

  *********** Is speaking of extra warranty coverages that he has decided to cancel that will take up to three weeks to reflect anywhere.

  I would ask that this be closed and if that refund isn't done and three weeks which he was told that BBB . Close this matter until then.

   

   

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a defective car with engine issues. i tried to resolve it with them but they are unwilling to assist me. they promised to give me back my money and take the car back but they are unwilling to do so

  Business response

  07/24/2023

  We are already working with Mrs. ****** to come to a resoultion.

   

  Rafael 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased an electric vehicle (bz4x) from this dealership and was given inaccurate information. First, my vehicle was handed to me not fully charged. I was told it takes up to an hour to fully charge the vehicle which is not accurate. My first charge at a level 1/DC station said it would take over 5 hours to fully charge my vehicle. I paid approximately $15 to only charge it at 30%. I went to a different charging station and it took over 6 hours to charge. I was told that this is normal for the first charge. Second charge came, and it took the same amount of time. I kept calling the dealership to get information about the return/exchange policy - zero response. I asked my sales person to please have someone from management return my call and assist - nothing! I kept calling the dealership and finally got someone who was useful and helpful (*****). She took my information and contact number and said a manager would call me within 30 minutes - nothing! The next day an employee sent me an email asking me about my recent purchase and to give feedback (*****). I told her how dissatisfied I was with the lack of honesty and transparency provided before making my purchase, provided my contact again and asked to speak to a manager. She responded that I would hear from a supervisor by end of day - nothing! I went in person to the dealership to speak to someone and was quickly told to come the next day. When I refused, they said to wait for a manager. A manager finally came and I explained my concerns with my purchase and ineffective customer service provided. The manager went to speak to his supervisor and came back in less than 5 minutes to say there was nothing they could do and that I waited too long. I explained that I had been trying to get a hold of someone all week with no result. I explained that I had emails and text message of my attempts to try to get assistance but was dismissed. The response was the sametheres nothing we can do.

  Business response

  05/02/2023

  WE SPOKE TO CUSTOMER COMING IN TO LEAVE CAR IN SERVICE 5/6/23

  SERVICE WILL DO A FULL CHARGE ON SYSTEM IN OUR SHOP AND MONITIOR 

  BZ4X TO CHECK PERFORMANCE.

   

  Mark

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 9 year extended warranty for the vehicle on the day that I purchased and picked up my new vehicle (8/10/22) and later decided to cancel the extended warranty. I submitted the cancellation request paperwork on September 10, 2022. I still have nor received my refund. It was supposed to be sent to my bank, and on February 15th after several calls and e-mails asking about it, it was sent to the wrong company (Toyota Financial). Instead of stopping payment for that check, and issuing a new one to the correct lien holder, they are now trying to get Toyota financial to send the check to my lien holder. I still have no resolution and no idea when this check will arrive at the correct place. I absolutely will never recommend Toyota universe to anyone because its been nothing but headaches when I have to deal with them. I wanted to refinance with a different bank 3 months ago but I cant until this is resolved. It was supposed to take 4-6 weeks for my refund and we are now at 6 months and counting

  Business response

  03/20/2023

  We have issue the refund on jan 25th in error/

  Toyota financial is now refunding money to ***** fargo .

  That process should be finalize by april 3rd.

   

  We are very sorry for the inconvience.

  Customer response

  03/21/2023

  
  Complaint: 19562916
  
  I am rejecting this response because:
  
  Why does it take 2 1/2 months to get the check from Toyota Financial and send it to ***** Fargo?? I have repeatedly asked the dealership to stop payment on the first check since it was sent to the wrong place, and issue a new check to ***** Fargo, since it's already been more than 6 months since I requested the warranty cancellation. Toyota Universe is terrible at customer service!!! I also sent an email to their "customer service" account that was in my paperwork when I bought my car, and it bounced back as "undeliverable" because that email account doesn't even exist. There's plenty of other Toyota dealers out there -- do yourself a favor and DO NOT use this dealership!!!
  
  Regards,
  
  ***************************

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dont remember the exact date now as its been months. I was told I had been approved for a car. Told to come down and pick it up. I spent the last of my money on an Uber to get there and was told suddenly that I needed to come up with 4k for a down payment. I had been lied to to get me down there. I threw a fit and they told me they were going to reimburse me for 100 dollars for the uber rides. They never have. Complete a*******

  Business response

  02/17/2023

  **************** I apologize for the s**** up would you wether stop by and pick it up or have it delivered to address above.

   

   

  Customer response

  02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like the check mailed to ******************************************************************* as I am moving this weekend. Otherwise I will come get it today. Friday the 17tg
  
  Regards,
  
  ***************************

   

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle in 8/22 with the written promise that they would repair the collision sensor once it came in free of charge. This commitment was part of the sale agreement of this vehicle to me. Since that time my calls and efforts of communication have gone ignored with failed attempts at every try. I have tried to reach several individuals throughout the organization in including the sales person, sales manager, service manager and anyone else I can get to get some answers.

  Business response

  02/13/2023

  Mr ************;

  I SEE YOU BROUGHT A ****** AND THE ***** OF JULY LAST YEAR . IF YOU CAN COME IN TODAY

  I WILL BE IN THE STORE ALL DAY UNTIL 8PM . MY NAME IS ******************

   

   

  Customer response

  02/13/2023

  
  Complaint: 19334185
  
  I am rejecting this response because: I am not available to bring my vehicle in today. Saturday will be better for me. Need to know if you have the replacement part and confirm it will be purchased and installed free of charge.

  
  
  
  Regards,
  
  *****************************

  Business response

  02/24/2023

  Mr  gazelle part will be installed free of charged as soon as we part in our hand appointment will be set and it will be installed .

   

   

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-26-23, I made an appointment with them for service that was covered by the warranty, I called and verified with the insurance the night before that and it was covered, and won't have to pay anything out of pocket.I get there and was told by the service tech they would have to charge me $389 just for the electrical diagnostics because it will take 2 hours and charge for labor, I told him ok call the insurance because they cover electrical diagnostics and cover the wiper motor. He then said, "I have to check if we even have the tools". He came back to tell me they didn't have the tool and the insurance didn't cover it.I left the shop yet again annoyed. I called the insurance company to re-verify my coverage, they open at 7am CST which is 8am EST. I called them at 7:56am EST after leaving Toyota Universe and they were closed so the service tech didn't call at all. I was called from 3 different numbers and 1 "no caller id" phone number and it was Totoya Universe saying I missed my appointment. I told them for every call what happen. They even texted me from a different number and I responded to that as well. I went to another dealership, they fixed the problem. The part that I needed to be fixed was actually recalled in Dec 19' which Toyota Universe failed to tell me. I asked this dealership about the $389 just for diagnostics and they said it was crazy and they were trying to take my money. I then followed up with a call to the service department at Toyota Universe to ask for their fee and they said $150. I then followed up with the hours since I was told they charge labor fees, I was told they in fact do not charge labor fees, it can take them 4 hours and still cost $150. Something needs to be fixed with the place. If that's the case, why even sell an "insurance package" if your guys won't do the work, and if you guys don't have "the proper tools"? Tried to pocket $239 for himself. How many people actually fell into this scam and pocketed the money?

  Business response

  02/08/2023

  This complaint has already been responded to. This is a duplicate . We responded to  #********. Please delete this complaint. thanks

   

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every encounter I have had with this place has been horrible. I purchased my vehicle in May 2022 and wanted to look at 2 different vehicles. They insisted the one was sold, but in fact, it wasn't because when I had a family member call for it they somehow told him to come in for a test drive. When bringing this to their attention Toyota Universe sent me to a different dealership **************** which is across the highway because the car was in their lot. When getting to that dealership, they did not have the car in that lot either.The woman that I was working with then proceeded to give me options that involved a stick shift car. Might not sound like a big deal, but missing my right hand, makes it a huge issue. At that point, I asked for a different salesman because I felt so disrespected and frustrated at this point.I ended up purchasing a vehicle, but the horrible experience did not end there! I received a call that my registration finally came. After leaving work early so I can get to the dealership, my registration wasn't there. After waiting for 30 minutes no one can find it and told me to call to check tomorrow. I had to go there 3 times just to get the registration that was in fact there the entire time at the front desk!

  Business response

  02/06/2023

  I AM NOT SURE WHAT THE CUSTOMER IS LOOKING FOR AT THIS TIME.

   

   

   

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov. 29 2022, I purchased a pre-owned vehicle, Toyota Rav4 2019, from Toyota Universe after putting down roughly **** dollars as a down payment. At the time I had not noticed a multitude of the electronic systems inside the car were not functioning. The vehicle is still driveable however there are many different emergency notifications on the dashboard. LTS Collision malfunction, Headlight malfunction, cruise control not working etc.I decided to go back and request that the systems be repaired since the vehicle is still under warranty. The first weekend I went I left the vehicle there for 9 hours only to be told at the end of the day that the vehicle would need to stay over night for repairs. I have no other vehicle so I had to come back on monday and collect it since they were not offering a loaner vehicle so that I could commute to work. I returned the following friday to drop of my vehicle and again was told that the repairs shouldn't take more than a day. They held onto my vehicle for a full week without updating me at all. I was later informed that nothing had been done and that I would have to come in and speak with the Used Car Manager to confirm that the service department could work on my car. Arriving for my 3rd weekend I am left sitting for 5 hours while the used car manager ******************* for his managers (who are not present in the building) to confirm that they will either repair my vehicle or set me up with a ************** altogether, (since the repairs couldve possibly outweighed the price of the car)I am told by the service manager, ***, that ordering the parts would take a few weeks. This is now 2 weeks later with no update, the used car manager is in the hospital. The service manager was supposed to call me back, and the young lady at the service desk says there was no record of any order for parts being placed. Please help me I just want my car repaired. This is spanning from Dec 10 2022 to now.

  Business response

  02/07/2023

  The parts have been order for your vehicle an appoitment will ne set early next week for you to 

  come in and have repaiirs done.

   

  ******

  Customer response

  02/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************************

*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. ↩