Complaints

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:11/07/2024

  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.

  I had/have a lease with this dealership. It is a 2022 Toyota Corrola. When I signed my lease I was told by two employees that if I did not have collision insurance then it would be added to my account and my monthly payment with a "forced policy", Fast forward to two years in on the lease and I get hit. I am then told by Toyota I only have ************* and will need to pay for the repairs myself along with the remaining 12 months of payments.Then after speaking with Toyota ******************* they deemed the vehicle a "total loss" and closed my account. They then reopened it requesting payments again for no reason when all needed documentation was provided. I called the dealership to assist and the manager/supervisor was no help whatsoever. They tricked me with the point of purchase/lease and then were no help. I need this problem resolved as they are robbing me essentially.

  Business Response

  Date: 11/08/2024

  Dear ***,
  
  After reviewing your case, we have confirmed that all necessary insurance requirements were fulfilled at the time of your vehicle purchase. The required insurance documentation was scanned into your file, and you had the appropriate coverage when you left our dealership.
  
  To further investigate, I spoke with a representative from Progressive, who indicated that a call was made from your end a few days later to cancel the collision coverage. As a dealership, we have no control over any subsequent changes made to your personal insurance policy once the initial coverage has been confirmed on our end.
  
  We understand how important it is to have clarity in such matters, so please let me know if you have any further questions or need additional assistance.
  
  Best regards,
  ******* *****
  General Sales Manager 
  

  Customer Answer

  Date: 11/08/2024

  
  Complaint: 22527048
  
  I am rejecting this response because:
  
  As the dealership you should be having customer service skills and contact ********************** ****************** to resolve this. 
  

  As Progressive also told me that Toyota should be doing their due diligence in making sure and following up that are individuals leasing are covered such as other motor companies do.

  Toyota also last week deemed the vehicle a total loss but then opened my account back up.  This is yet another instance that Toyota violated the lease we both signed. 
  

  First, a forced policy should have been instated and shown on my monthly payments. Employee ************* mentioned this to me countless times (another lie/deception from the company/dealership)

  
  and secondly, Toyota closed my account and then re-opened it which legally they cannot do.

  as the dealership that was so quick to take ones money (sales man *** *. Recommended putting a down payment on the lease which anyone else will tell you not to do, just another lie from the dealership). You should be able to contact your finance department and resolve this error and voided contract if you even have one minuscule amount of customer service assistance instead of just saying oh well. 

  
  
  Regards,
  
  *** ******

  Business Response

  Date: 11/13/2024

  Dear *** -
  
  Thank you for bringing your concerns to our attention. We want to clarify the dealerships role in the financing and insurance process.
  
  As a dealership, we facilitate the completion of paperwork and ensure that your insurance provider receives the necessary information so that you have the required coverage when you leave the dealership. This is our commitment to you as our customer and to ********************** ****************** as the lender. However, we are not the bank, the loan or leasing service, nor an insurance company.
  
  After your vehicle purchase, any changes made to your insurance policy or account are entirely between you, your insurance company, and your lender. We do not have access to make changes to your account, nor can we recommend or enforce any specific policy terms. This includes any forced policy adjustments, which would be managed directly by your lending institution and insurance provider without our involvement.
  
  With thousands of transactions processed each year, tracking every customers account changes is beyond our scope. We understand your frustration and wish there was something we could do to resolve this matter.Please know that we value your business and strive to support you in every way we can, but unfortunately, this issue lies outside our control.
  
  Thank you again for your understanding, and please let us know if theres anything else we can assist you with.
  
  ***** *******
  General Manager
  Toyota of Turnersville
  **********************************************************************************************************************
  

  Customer Answer

  Date: 11/14/2024

  
  Complaint: 22527048
  
  I am rejecting this response because:
  
  the dealership works alongside Toyota ******************* For them to say they have no part of this or that is out of their control is ridiculous.

  they are quick with taking funds such as a down payment on a lease even though this is not common practice at all. And still will not help when their vehicle is in a collision and their salesmen miscommunicated and lied for a sale/profit. 
  
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:01/10/2024

  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.

  I bought a 2018 toyota Rav 4 7 months ago. I was waiting for a 2023 maverick that I ordered. I paid ***** for the Rav. I tried to trade it in but they would only give me *****. They are telling me now that I owe 27000.I tried to reach out to toyota finance but they told me the dealer could help.I called the dealer and they told me their was nothing they could do. They then sent me a email saying they were buying back used cars at one hundred and ten per cent the value. Also in the email it said they would pay off all loans with the purchase of a new vehicle. I inquired about that too and they still said they could not help me. I do not know what else to do. Please help.

  Business Response

  Date: 01/23/2024

  We appreciate the opportunity to address your concerns about market value on your 2018 RAV4. 
  

  ***** came in and met with our general sales manager, *************************, on 1/13/24. They went over the details on how the market conditions have changed on preowned vehicle values drastically- both up and down- over the last few years, and what that meant in terms of value for his 2018 RAV4. We extended an offer of an additional $2,000 on the vehicle, and ***** was happy, but is still considering his options. We look forward to taking excellent care of *****, as he is a valued customer of ours, and we appreciate him choosing us to do business with.

   

  Customer Answer

  Date: 01/31/2024

  
  Complaint: 21114878
  
  I am rejecting this response because:
  
  It did absolutely nothing. The only thing they did was try to sell me another car that cost ***** dollars. Payments were 950 a month. This was ridiculous.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/08/2023

  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.

  Turnersville location is one of the worst Toyota Locations to go to shop or service. Everyone there seems above anybody. My first issue came a long ago which was resolve with corporate help. Upon getting a add on taken away the manager or supervisor called me and said now you have enough money for Christmas like he was mad I requested a refund. My needs shouldnt be bothering him. At this point idk what my car is cover or not. I request the seat to be check because it seem like it was falling apart and upon asking they said it would be $1,500 for repair. I asked about a noise they said it normal the guy said on the seat and it broke more. 2020 Toyota Highlander model is one of the cheapest made compare to previous year. The back door which has warranty keeps unglued itself but I have to pay to get it fixex but it has coverage. Everything that needs fixing is always a we cant do that . I always go and end up paying above $200 , i go for oil change and they throw any service available. I want to know why I have to pay if its a car issue literally the two front seats has the issue. Same happen to the back door nobody would be seated and it would turn on the seat belt sign. Everything I tell them is a we cant find the issue. The seat plastic bottom part literally broke apart

  Business Response

  Date: 09/19/2023

  Hello ****,
  
  My name is ********************* and Im the Service Manager here at Toyota of Turnersville.
  
  I would like to discuss your concerns expressed to the Better Business Bureau.
  
  Please let me know whats best for you, E-mail, phone, etc.
  
  My contact information is below.
  
  Regards,
  
  *********************
  Service Manager
  Toyota of Turnersville
  ************ (Direct)
  *****************************************************

  Customer Answer

  Date: 09/19/2023

  
  Complaint: 20573495
  
  I am rejecting this response because: I want to speak to someone that doesnt not work there. Because the statements made were by the Manager which I do not wish to speak because he feels as if we are in a lower level than him. I wish to speak to someone in corporate not within the location everyone there covers for each other and nothing gets done properly which is because they brush it under the rug. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/07/2023

  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.

  Bought the vehicle three months ago SUV was not cleaned at the time of purchase. Left vehicle there for cleaning at the end of the service. They went back to pick it up. The suv was still dirty. Vehicle had dents. Scratches and bumper was coming off. Went into body shop a month later scratches dents and bumper was repair. Few months later bumper started coming apart. Only had vehicle for three months. Never had an oil change done at the time of purchasing I was charged for a tire rotation that I never asked for this is the second time that the bumper had to be fixed I would like to have the dealership buy back the vehicle and not hurt my credit score so I can go purchase a vehicle somewheres else.

  Business Response

  Date: 08/15/2023

  To whom it may concern:
  
  *************************, our general sales manager is in active communication with the customer, and is personally handling everything associated. He has assured the customer that he will personally inspect the vehicle to ensure that it is clean and the bumper is repaired, so that the customer is completely satisfied with their purchase.
  The 2018 RAV4 is currently in our body shop having the bumper repaired, and we will keep the customer up to speed on timeline and details. 

• Initial Complaint

  Date:09/29/2022

  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.

  I purchased a car from Toyota of Turnersville in 8/2021. With that car purchase I also purchased an auto warranty through the company. In the past 6 months my very expensive car has broken down 4 times 2 times while I was driving to work 3 times its been towed to either Shore Toyota and Turnersville (I will also have to have it towed a 4th time tomorrow). I have returned the car to the dealership multiple times 1 time they replaced a battery and charged me, all other times the car is fine and they did not fix anything.y claim the car is fine nothing is wrong They told me just two weeks ago the car was fine, (the same car stops at a traffic light and fails to restart or never starts to begin with is literally broken right now. I am paying over 600 a month for a care note, for a car I can not drive. It seems to me the dealership feels that the burden is on me even though the car is still under warranty. Please help me I can't continue to pay for a car that doesn't work. At this point I refuse to drive the car again. I want them to replace the car they already had 3 chances to fix it. I am not going to continue to pay for a lemon.

  Business Response

  Date: 10/10/2022

  To whom it may concern:
  
  Thank you for reaching out- we appreciate the opportunity to assist you.
  
  We received your complaint regarding your 2018 Highlander.
  
  You visited our dealership service department on 9/30/22,and we found that the battery installed on your vehicle is the incorrect one.We replaced the battery, and that should correct the problem. Unfortunately, the battery was
  installed by the service department at Shore Toyota.
  
  While we appreciate that *************** is experiencing a difficult time, and we would like to help. Please understand that we can only accept responsibility for the service work that we do. We are happy to appraise and buy the vehicle back at current market value if she would like to arrange to do so.
  
  Please let me know how you would like to proceed.

• Initial Complaint

  Date:09/21/2022

  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.

  I purchased a brand new car over 4 years from toyota of turnersville and paid cash no loans needed. I requested my title and never received it. *** followed up several times and visited the dealership to no avail. They said they cannot give me my car title as they mistakenly said it had a lien. I do not have a lien. I have been unable to register my car or goto inspection for 4 years. They also never registered ** car and inpaid them for that process. The nj motor vehicle **** said to file a complaint and contact an attorney. I cant sell y car or trade it in. and i am stuck with and i cant sell or drive legally.

  Business Response

  Date: 09/22/2022

  We were unaware of this issue. We have had several title clerks throughout the last 4 years. We are looking into it and will do everything we need to in order to satisfy our customer. in the future, please contact me directly with any questions or concerns. ***************** *******, General Manager, ************.

  Customer Answer

  Date: 09/22/2022

  
  Complaint: 18057437
  
  I am rejecting this response because: the toyota of turnersville management, title ******** ********************** corporate headquarters have had numerous emails and phone conversations with myself and my POA and do not seem to be able to resolve the issue. They have asked me for numerous documents that i cannot provide. I will retaining counsel today as to expedite a favorable resolution. I have spoken to local reps ************************ ************************* and ***** for several days. None are able to provide a tentative resolution. They say i owe money and i do not. I paid cash in full see documentation provided earlier. I am a senior citizen and cannot take this stress. Please give me my title . Please.
  
  
  
  Regards,
  
  ********************;

  Business Response

  Date: 09/23/2022

  When we were made aware of the situation, we immediately reached out to TFS for the title and a lien release. I have also sent a message to our Toyota rep to make sure this is handled expeditiously. Again we do apologize for any in convenience this has caused. Please feel free to Call ************************* at ************ with any additional questions.  Tell us why here...

  Customer Answer

  Date: 09/23/2022

  
  Complaint: 18057437
  
  I am rejecting this response because: the dealership is not being truthful, they are not in touch with me, no transparency, no tentative timeframe for resolution, we have no confidence they can produce our title for reasons unknown. We have since filed a complaint with the ** attorney generals office and consulted with local counsel this afternoon. A most unfortunate experience and a worse experience attempting to our resolve the issue. Where is out title? Nobody seems to know. Nobody serms to know when, they have passed our isdue to at least 4 representatives snd now a 5th. We dont understand why not a single person at toyota of turnersville will not take ownership of this issue and resolve on their own. We are exhausted speaking with reps who say i dont know or call the manager or we will call you back. Shame on those who take advantage of seniors.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/24/2022

  Once we were made aware of the situation, we did everything that needed to be done to resolve the title issue. we apologize for the mistake and meant no harm. at this point, all we can do is wait for TFS to deliver your title. there is nothing else that can be done to speed up the process; or go back 4 years to rectify the mistake. making accusations and disparaging remarks about our employees does not help the situation, and respectfully, I'd ask that you refrain from making any more. once again, we do apologize that a mistake was made and we have done everything that needed to be done to resolve it.