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:03/17/2025

  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.

  AVOID Centennial Toyota in *********! We spent months finding the perfect SUV, the Grand Highlander Platinum. After negotiations, we were surprised by a $3k markup fee, a non-negotiable $2k Desert package (window tint and paint protector), and delivery charges added to the ****. Financing manager ****** *. misled us about the **** security system, claiming it could disable the car if stolen. However, it only works with Bluetooth connectivity. We initially declined the $2k package, but were later offered it for $495, supposedly a discount for ************ Club members. After realizing the system's uselessness, we requested a refund. ****** *. denied any wrongdoing, and the dealership only offered to remove the package from our financing contract if we submitted a positive survey. We refused, as this conditioned refund felt like extortion. Do not fall for the **** security package, Desert package, or dealer markup. These are overpriced, unnecessary add-ons. We gave Centennial Toyota every chance to make things right, but they prioritized a positive review over customer satisfaction. Beware of their business practices!

  Business Response

  Date: 03/27/2025

  Hi There! 
  
  The **** Security system is a non-refundable product. In this case, we were making an exception.
  
  
  ******, your Finance Manager, has a great reputation. He has been in the industry for nearly three decades.
  Our store culture is all about having employees that care. We are trying to help you. We care and we want to help you.
  
  
  Therefore, our ** has authorized a refund for the amount we sold you the **** alarm for.  We will initiate that process in the next
  1-2 business days.  You don't even need to show back up to our dealership.  If you have any further questions about this, please call 
  our GM directly.
  
  
  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23075962
  
  I am rejecting this response because:
  As of now the matter is not resolved. The refund has not been reflected on My account. He said in the beginning 1-2 days per his response and then later said possibly 30 days as I attached the email he said that. Unfortunately until Im able to see the refund this complaint has not been rectified.

  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/09/2025

  We have done everything we possibly can to help this customer.  It starts with making an exception to get them this refund, that is not typically made. We responded to the customer that we would initiate the process to get the refund processed within a couple business days. We never made any promises that the credit would show as being credited within 1-2 business days. We wouldn't make that promise, because we are well aware of how long it may take the lean holder to process the check we send them. 

  We went ahead and got the process initiated.  This required getting a check cut and sent back to the customers lean holder.  We even provided the customer the tracking number.  Obviously, once the check is sent to the lean holder, we have nothing to do with how long it takes for them to credit the check to the customers account.  We were very honest with the customer in the e-mail we sent, in which we told them how long we have seen it take for a lean holder to apply a check to be credited to the customer.  We would hope it would be sooner than 30 days, but we have seen it take that long in the past, so we felt we should set the proper expectation for the customer. 

  Customer Answer

  Date: 04/10/2025

  We will initiate that process in the next 1-2 business days. makes me believe that I would receive it in a timely manner. How do I know they even sent a check to the lien holder? For all I know they sent them paperwork. 

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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.

  On 1/30/25, I bought a 2024 Toyota Tacoma TRD Off-road truck. I unfortunately didn't check the spare tire. Last Saturday, I was going to take it off roading. Fortunately, I checked the spare tire. It wasn't a truck tire, but what is called a doughnut. In other words, it would be no use to me. I'd be stuck. Today I called the salesman to complain about the so-called spare tire. He couldn't do anything about it and referred me to the service people. They then referred me to Toyota. This is when I found out that it had a recall on the truck. As for the spare tire, it was stated that it comes from the factory that way. I find it hard to believe that Toyota sells off road trucks with no legitimate spare tire. But apparently, they do. I've never bought a 4x4 truck that didn't have a legitimate spare. The recall was for the rear brake hoses. The mud and dirt from off roading could cause them to leak, leaving me with no rear brakes. The Toyota people then said they were working on a fix. The possible fix would be about April. I then called the salesman back and repeated what was told to me. According to him it wasn't a big deal. I'm sitting here with a fifty-thousand-dollar truck that can't do what it's made for. If I was told about the recall, I wouldn't have bought it.

  Business Response

  Date: 02/27/2025

  Hello Sir!

  We've read your complaint and we understand your concerns.  Both of your issues are totally out of the control of a Toyota dealership.  The spare tires come to us as designed by the factory.  

  As for the recall - we knew absolutely nothing about any recall on your vehicle, until one was issued a weeks time after you bought your vehicle.  There was certainly no recall on your vehicle when we sold it to you. These are issues you may choose to address with Toyota corporate. 

   

   

  Customer Answer

  Date: 03/07/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/13/2024

  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.

  I purchased a truck from Centennial Toyota on 11-15-24. When negotiating the price with Avan *****, Mr. ***** told me that the dealership put a ceramic coating on the truck I was interested in and so he had to add $3,000 to the price. He said they put a ceramic coating on ALL new vehicles. I asked him for documentation proving that a ceramic coating was put on this truck and he could provide none. During negotiations, he took off the $3,000 in order to make the sale. Later, when I was signing the paperwork, the finance person (*****) asked me if I wanted to buy the "Finishing Touch" package. I asked him what it included and he pulled up on his computer a description of the service. What he showed me referred to the application of a ceramic coating. When I explained that Mr. ***** told me this truck already had a ceramic coating, he did not know how to respond. I asked to talk to the manager. The manager, **** ***** eventually admitted that the truck never had a ceramic coating as was represented by Avan ***** and so he included the "Finishing Touch" package at no charge. When I took my truck in to get what I thought would be a ceramic coating applied, the detail shop owner, *****, explained that he has never applied a ceramic coating to a vehicle. He claimed that he did not know what kind of coating the "finishing touch" package included. He said that he just put on what the dealership gave him. Avan ***** tried to mislead me for the purposes of charging more money for a vehicle by claiming that it had a protective finish, that it did not have. Furthermore, based on my conversations with the service manager and the detail shop owner, it is clear that the dealership is misrepresenting what is included in the "Finishing Touch" package.

  Business Response

  Date: 12/19/2024

  Hello!

   

  We aren't misrepresenting anything.  The Finishing Touch is a product sold in Finance.  We would be happy to have it applied to your vehicle for whatever costs we quoted you during negotiations. 

   Please contact **** *****, the Sales Manager on your deal, with any questions pertaining to this.  He will be your point person to coordinate the Finishing Touch for your vehicle.  We won't be utilizing 3rd parties to assist in the application of Finishing Touch on your vehicle.

   

• Initial Complaint

  Date:10/21/2024

  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.

  Ive had an incredibly disappointing experience with this Toyota dealership regarding warranty work on my 2023 Toyota GR86, which only has ***** miles on it. The car was brought in for a massive fuel leak and was told it was leaking fuel injectors, yet the dealership is trying to claim that the car has been worked on in the past and that the engine has been resealed. This is completely falsethe only dealer that has worked on my car recently is this one.What makes this even more frustrating is that just prior to this issue, I paid $200 for a full inspection at this dealership, and I was told everything was perfectly fine with the car. The engine has never had any work done aside from routine oil changes, all of which were performed at Toyota dealerships. Now, they are trying to deflect their responsibility by making ******** claims about previous work on the vehicle and wanting to charge north of $2,000 for work that should be done under manufacturer *********** make matters worse, the customer relations manager closed my case with Toyota corporate, claiming he called me and left a detailed voicemail, but I never received any such call or message. The dishonesty and lack of communication from this dealership is absolutely appalling.I would strongly advise anyone considering this dealership to think twice, especially if you value transparency and customer service. Save yourself the headache and go somewhere else where they actually care about their customers and their obligations. The way they handle warranty work and treat loyal Toyota customers is disgraceful.

  Business Response

  Date: 10/28/2024

  Good Morning!

  We are not being dishonest.  We did call the customer and left voicemail messages when we said we did.  Our calls repeatedly were going straight to voicemail.  We even went back and checked our caller id to make sure we were dialing the correct phone #, at the times we called and left voicemail messages.  The phone # we dialed was in fact the correct one.  
  
  As far as fixing the vehicle under warranty; of course we want to be able to fix our customers vehicles under warranty.  There is no reason we wouldn't want to fix the customers vehicle under warranty.  That is work we would be doing and getting paid for.  Unfortunately, the condition of the part of the vehicle that needed to be worked on was in such poor condition - due to the fuel rail previously being removed and reinstalled improperly; that the warranty would not cover the repairs.  Again, we would have loved to have worked on this vehicle under warranty.  It was simply not possible in this case.  

• Initial Complaint

  Date:09/09/2024

  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.

  Bought a car from Centennial Toyota 8/19. Driver Side Rear tire was low. Was told by salesperson to keep an eye on it and if it continues to be low, come back and it would be taken care of. They filled it up and sent us on our way. 2 days later, tire was ;ow again and we went up there. All they did was fill up and told to keep an eye on it. 2 days later, low again. Went back up for the 2nd time on 9/7. Was told to go to Big Ol Tire and they will figure it out. Sold a $80k truck with a defective tire knowingly and no action taken but to send us away.

  Business Response

  Date: 09/19/2024

  Hello, 
  
  We want to start off by letting you know we appreciate your business.  We understand one of your tires is giving you some issues.  We looked at your service records and observed how you have been into our ************ twice for your concern recently; this tire is losing psis too quickly.  It is understandable how something like this can easily become frustrating.  Youve needed to find time on multiple occasions now, to come in and have your vehicle looked at.   
  
  When we looked at the notes from each of your service visits for the tire pressure concern we took note that we could not duplicate your concern on either visit.  At that point, we thought it was most prudent to advise you to go to a place that specializes in tires.   
  
  We were not trying to get rid of you or anything like that.  Were constantly striving to ensure we make our customers happy.  We try to do as much as we possibly can in-house at our ************. We recognized how youve already twice taken your valuable time to bring your vehicle to our ************.  We often will refer our customers to a shop that specializes in tires. They typically offer services that we do not.  We simply were being honest by informing you that was the proper next step to take. 

  Customer Answer

  Date: 09/21/2024

   
  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.
  
  Sincerely,
  
  ****** Sham

• Initial Complaint

  Date:08/13/2024

  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.

  the event started on 7.20.24 the van shut off and stalled we brought our 2019 Toyota sienna to Centennial Toyota on 7.23.24 regarding the van shutting down and not starting. They did their inspections and found that it was the alternator. They fixed it for ******** on 7.26.24. on the 27th the van shut down again. We called spoke and was advised to bring it back on Tuesday 30th at 7am. We brought the van back and it remained with them till August 3rd. At this time, they stated they replaced parts in the fuel system we picked up the van and 2hrs later the van shut down again the entire time the dash says Check Charging System Check Battery. We called them right away and took the van back to them on August the 3rd They advised that they were going to send it to corporate for review. After having the van for 5days they called and stated that when it gets hot it vapors lock and there is no remedy and to pick up the vehicle.

  Business Response

  Date: 08/23/2024

  Hi There! 
  
  Weve read your statement from your communication with Southern Nevadas BBB.  Were aware of the unique nature of the situation involving your vehicle stalling.  We understand how incredibly frustrating this has been for you.  Weve been focused on getting your vehicle to operate optimally, without any inconvenient sudden stalling.  We want you to be happy.  Weve truly taken the initiative to do everything we can that plausibly could have rectified this persistent issue. 
  
  From the start we listened to you, and we listened to your vehicle.  Your vehicle was telling us the alternator needed to be replaced.  That needed to happen.  We figured there was a solid likelihood the alternator was the culprit.  We didnt make an error in recommending that pertinent measure to take at that point in time.  This is why were not prepared to offer a refund for that work we performed.  We continued to listen to you and quickly realized there was something else contributing to what was becoming an increasingly difficult quandary to pinpoint.   
  
  Our next move was to replace the fuel pump.  We did this without the presence of any codes specifically alerting us to a faulty fuel pump.  We felt it was the prudent thing to do as we had noticed the vehicle had recorded a history of stalling while in drive and freeze frame recorded fuel levels dropping during these instances.  You werent required to pay for the parts or labor for the fuel pump replacement. We were exhausting all possibilities to try to get answers for you.  Our mission was to alleviate the potential of a recurrence of the stalling issue.   
  
  Replacing the fuel pump was also not the fix for the customers' concerns.  We had entered a particularly perplexing period.  We werent observing any diagnostic codes which could suggest subsequent avenues to look into.  We decided to commit to driving the vehicle until we experienced the stalling the customer described.  We spent a considerable amount of time driving the vehicle.  Finally, after driving the vehicle for 80 miles, the vehicle did stall while at a stop.  Our technician immediately communicated his findings to the Toyota TAS case team.  We were told vapor lock is what was causing this to happen.   
  
  
  We have an extremely hot climate here in ********* in the *******.  These stalling issues occurred on your vehicle during a brutally historic heat wave.  It has been determined (with the assistance of Toyota specialists) there is no remedy to ensure with 100% certainty that your vehicle wont experience similar undesirable functionality under certain conditions. 
  
  With regards to your desired settlement of receiving a replacement vehicle or being given back money for your vehicle please be mindful that this isnt something Centennial Toyota would be the decision maker on.  Toyota does have a process that deals with customers' concerns such as yours.  You are more than welcome to contact Toyota about how that works, if you feel its the course of action best for you. 

• Initial Complaint

  Date:04/24/2024

  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.

  I had had oil change and diagnostic done on my car. I put an advanced for a future repair as requested by the service member or else I wouldnt be able to schedule an appointment. After much consideration I decided not repair the car. I called the service center member back ( *************************) and he said it was okay he understood and will calculate the refund then call me back. This was almost 3 weeks ago and I have been playing phone tag since. Total paid was $552. My oils change was $80 with a coupon. $200 was the diagnostic. The refund calculated by ************************* was $216.75. I believe the numbers dont quit add up better ************************* said that all he was gonna refund me in our last conversation. I keep waiting for his phone call.

  Business Response

  Date: 05/02/2024

  The best thing for you to do is to talk this over with our Service Director.  He is the person who has the ultimate discretion to make these sort of decisions.  Feel free to reach out to him by telephone or you can show up at our ************** and request to speak with our Service Director.   

   If you prefer to go the telephone route - you can simply call our Receptionist and ask to be transferred to our Service Director.  You may also ask the Receptionist for his direct extension.  You could then try calling him at any time that works best for you. 

  Our Service Director is more than happy to talk with you to hear what you have to say about this particular Service visit experience.  He'll then share with you his thoughts about your situation and your request.  He'll tell you what, if anything, we're able and willing to do for you; along with sound reasoning for how he came to his position on this matter.  

   

   

   

• Initial Complaint

  Date:04/19/2024

  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.

  April 2023 we purchased a Pacifica. Upon driving off the lot we got icon for the "Auto Start/Stop" to be serviced. made an appointment for that and a "flapping sound" in the passenger front. Per the service advisor they could not find anything wrong with the car. We leave and within days its on again. We make another appointment where they told us that the car was fine but as soon as we drive the car after leaving the light came on and the "flapping" was non-stop. We took it to the dealer 2 times within the ************************************************************ listening to our complaints. the following months the light stayed intermittent. We took the expert knowledge of the service center previously given to us and let the light stay on since the tech and Service Writer said the car was fine. Forward to early 2024 the car began to smell like rotten egg so we took it to the nearest shop when they told us the Aux battery that controls the "Auto Stop/Start" has exploded. Per the tech this doesn't just happen and this must've been an issue for awhile. After we had the battery fixed the car was okay. This last week 4/10/2024 we had someone from Toyota reach out and ask how the car was doing, we told them the light was on and he suggested a service appt. Made the appointment and we were told that again nothing was wrong and that they were not going to help. ******, service writer, tried to collect $4000 for an assumption of issues. (Broken Passenger Mount was based on assumption of sound and they took a piece of the grill shutter off without permission and now refuse to fix it. called to get help and was told that they are not going to take us to have the car looked at and that they take no responsibility for the car even though we had it in shop for the same issue within the first 30 days. ***** came on today 4/18/24 took it in and the REFUSED to look at it. Told us to take it to somewhere else! **************** was poor!

  Business Response

  Date: 04/26/2024

  Mr. and *********************** came in with two concerns, a battery light and a flapping noise when driving.  The vehicle was purchased in April of the previous year, and has no manufacturer warranty.  The vehicle does have an extended service contract for powertrain items only (engine, transmission, etc.).

  The customer had recently had the battery replaced at another shop.  We did a complimentary inspection of the vehicle and determined the battery tested within specifications.  The customer was informed that a charge for diagnosis would be assessed to determine any other charging system issues, and we recommended they take the vehicle to the shop who just replaced the battery to avoid any charges from us.  

  For the flapping concern the technician found a damaged grille shutter, presumably from a front end impact.  The technician removed the broken piece that was hanging down from the vehicle to correct the flapping noise concern.  The grille shutter requires replacement, and is not covered under any warranty or contract.  The customer declined repairs.

  We did not charge the customer for any diagnosis or repairs during this visit.  The customer feels we are responsible for these items and attempted to tie them to the purchase of the vehicle from over one year ago.  The vehicle was purchased "as is" and any necessary repairs not covered by the extended service contract are the sole responsibility of the customer.  If any of these issues were discovered during the reconditioning process prior to sale, or were found to be missed after the sale we would have no issue with taking responsibility for them.  We do not assume responsibility for any repairs completed by other shops or damage done to the vehicle after the purchase.  

• Initial Complaint

  Date:02/06/2024

  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.

  On 1/11/21, my partner and I purchased a 2020 Cadillac XT4 from Centennial Toyota. In addition to the car purchase, we also purchased an extended warranty for $3,821.00. How it was presented to us at the time of purchase was that the warranty covered the car for ****** miles from the date and mileage of the purchase. We purchased the car with ****** miles which would cover the car to ******. This was told to us by the initial finance group that started the paperwork as well as the finance person that completed the paperwork with us. Now we fast forward to January of this year. We got a check engine light, and took the car in to **************** to have it looked at. They do the diagnostic, and I am told that it will be approximately $4600 to repair. When they finally get ahold of **************************************, they are told that I have to take the car to the original place of purchase. Centennial Toyota was gracious enough to pay **************** the $240 diagnostic fee, but I had to pay $120 to have it towed to Centennial Toyota. While out of town on business, my service advisor at Centennial Toyota informed me that the warranty that I purchased for $3,821 only covered my car up to ****** miles and not what was told to me when we purchased the vehicle. GM cars are covered under factory warranty up to ****** miles. *** would I pay almost $4,000 for an additional ****** miles of coverage. The last car that I purchased from CarMax had ****** miles on it, and I purchased an $8,000 extended warranty that covered it up to ******* miles. I used that past experience for the cost/benefit of paying for the new extended warranty, because it was presented as ****** miles in addition to what was already on the odometer. Today, I went into Centennial Toyota to speak to someone. I was pretty much stonewalled by the director of finance, *********************, who wouldn't let me speak to the general manager. **** told me that I was out of luck. Deceptive selling practices.

  Business Response

  Date: 02/19/2024

  We understand what the customer is saying.  We are sympathetic to his concerns.  Our Finance Director is certainly not stonewalling the customer.  Our Finance Director has been actively involved in trying to help come to a resolution.  The customer is encouraged to continue to communicate with our Finance Director about this matter.  He is the appropriate person to be handling attempting to bring this to satisfactory resolution.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21250181
  
  I am rejecting this response because:

  I already spoke to the director of finance, and he told me there was nothing they were willing to do outside of helping me trade in my car for a new one from their facility. I took my car and had it fixed at Findlay Toyota after they refused to assist. Also, to clarify, I was told that I could not speak to the general manager, because he was already aligned with the resolution that the finance director provided. This was also a day that executives from around the world were there to tour the new facility. I feel that the original employees used deceptive methods to get me to purchase an extended warranty that really only covered ****** miles beyond the factory warranty of ****** miles. I have now paid for the warranty and and additional $4200 to get my car repaired. This is why I reject the offer.

  Sincerely,
  
  ***************************

  Business Response

  Date: 03/04/2024

  We spoke with the Finance Director within a couple days of when we sent you our initial response to this.  He indicated he was trying to help come to a resolution with you.  Please reach back out to him.  As he made clear in our conversation we had with him about your concerns; he is the person you need to be working with.  

• Initial Complaint

  Date:01/25/2024

  Type:Order 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 traded my 2021 Toyota Rav4 ($50K) for a 2024 Prius ($36,500). I was told that I would need to put $2000 down to offset the cost of my trade. The monthly payment was to be $804 for 5 years and that I would not need to make a payment till February.I just learned that my loan amount is $52,500 and that my payment is $870 for 75 months!! I never agreed to these terms. I was not even aware of these terms until now. I certainly did not purchase a $53,000 car! The sticker price was $36,500. Why would anyone agree to these terms?I never signed any of the financial documents. They had me sign into a writing pad without any document associated with it. They used that signature to sign all of the financial documents. If there are more than one signature, you can bet that the signatures are exactly the same - because they are using my digital signature that was not authorized by me.

  Business Response

  Date: 02/06/2024

  Hello,

   

  We pulled your file for your deal and looked it over.  There was nothing in there that we saw showing a signed commitment from you for $804 / month for 60 months.  Everything we see shows this deal was structured, had signed commitment & contract (signed by you) and submitted to the bank for 75 months.  Perhaps, you had discussions with the Sales Manager / and or Sales Associate about 60 months at some point, but there is nothing in writing in your file that we saw, that shows signed commitments from you for 60 months.  Remember, it is the job of the Sales Manager to submit a contract to the bank that has the best possibility of getting approved by the bank.  It could be the Sales Manager didn't think the bank would approve the loan for 60 months, leading him to push the terms out longer.  What is clear is that your commitment and contract are signed for 75 months, not 60 months.  If you had any uncertainty about any of this, these are things you should have been discussing with the Sales Managers and Finance Managers.  

  Keep in mind - you had a trade that had a considerably higher payoff then the trade in value.  Additionally, there are taxes and fees that need to be taken into account, to get to the total amount financed.  You also bought a service contract and alarm for the vehicle.  

  Your Sales Manager put your deal together for you.  He is the one who best knows how and why he structured your deal as he did.  If you have any further questions about how your deal was structured, please feel free to reach out to the Sales Manager / and or Finance Manager.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21196324
  
  I am rejecting this response because:

  None of the financing terms were ever discussed with me, nor was there any mention of my trade-in car was upside down.  None of this was ever said at any time during my entire dealing with you and your team.  If that was the case, I would not have traded my car in.  All I was told that $2000 was going to cover my trade-in.

  Since none of the financing terms were discussed, means I never signed any of the financing agreement either.  They used a digital signature to sign the financing contracts.  If there are multiple signatures on the agreement, note that they are exactly the same because they are digital signatures, not my signature.

  I would like a copy of the financing agreement for my file.  I have never received a copy.

  I purchased a $36,000 car, that is all I'm willing to pay.  I am not going to honor this financing terms you are forcing me into which puts me in debt for $52,000+.  This is a total scam.

  Sincerely,
  
  *********************

  Business Response

  Date: 02/21/2024

  Everything shows the deal was structured for 75 months, not 60 months.  Our efforts to get your car loan approved for you were focused on the understanding we were doing so for 75 months.  You had agreed to the 75 months terms because we saw this on the offer sheet to purchase, which we provided you for this vehicle during negotiations.  You then proceeded to sign a contract for 75 months on 12/26/2023.  We go over the terms in great detail when you're with the Finance Manager.  Everything is and was properly disclosed at this point.  All of this shows you knew the terms of the deal.  If there are questions or concerns about a customers contract - the time to address that is when you're with the Finance Manager, while you're signing a contract.

  Remember, it's ultimately up to the bank once we submit the deal to them.  ******** decides if they'll approve a car loan and at what specific terms.  They sometimes propose approving the deal with higher payments, among several other possibilities.  When this happens, we clearly communicate with our customers exactly what is going on.  Please reach out to the Finance Manager, Sales Manager and / or our Finance Director - if you would like to further discuss your contract or anything else about your car deal.  They are also the ones to speak to if you would like to request any sort of documentation pertaining to your car deal.  

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21196324
  
  I am rejecting this response because:

  None of the terms were ever discussed with me, including how much my trade in value, the sale price of the new car, the total loan amount, NONE was ever discussed with me nor disclosed to me.  If they had disclosed that I would be borrowing $52,000 for a $36,000 car, I would have said NO.  All they said was that everything will be financed before the end of the month of next (January).  I don't have to pay my first payment till February.  that's all they said to me.  No details were provided.

  Please be advised that since I did not approve this loan nor this transaction, therefore, I will not be paying for the loan with Toyota Financial.  I am rejecting the loan terms as provided.  I did not approve this loan.  I did not sign this loan agreement.  I have advised Toyota Financial of the same.

  Pick up the car anytime you want.  Just let me know WHEN so I can surrender it to you properly.  I will want a receipt that you took the car in so and so condition.  I have taken care of the car like it is my own.  Please be advised.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/15/2024

  We see that the BBB is requesting supporting documentation.  We feel it's not appropriate to be sending these documents as they contain the customers' personal identifiable information.  We don't want to chance the customers' information somehow getting inadvertently posted for public viewing.  We have repeatedly encouraged the customer to get in touch with our Sales Managers & / or Finance Managers to discuss his contract.  This offer is still on the table.  It would be best for the customer to come in and sit down with the appropriate Managers.  The BBB is more than welcome to reach out to us directly as well.  This will allow us to verbally express to the BBB how everything was done as it was supposed to be done.  

  We have followed the proper policies and procedures in the sale of the vehicle to this customer.  It is important to stress the fact that we handled every aspect of this car deal correctly.  The customer signed the contract the same way thousands upon thousands of customers do.

  The customer is the owner of this vehicle that he purchased from us - via his signed, fully disclosed sales contract.  We will not be taking his vehicle back.  This is what he appears to want to happen; apparently hoping it will result in him being let out of the contract.  We are not entertaining that.  We have nothing more to say about this matter on this forum.