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Business Profile

Used Car Dealers

Northway Toyota

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Northway Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see

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Northway Toyota has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint 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:02/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Dates of service: 1/12/24 and 1/19/2024 Date I called: 1/5/24 (they never called be back); called back on 1/9/24 I took my car into the shop to deal with a faulty back hatch -- they "fixed" it and said it wasn't properly aligned and to take it to a body shop -- but that it should OPEN and CLOSE properly, but won't be aligned. That was less than 2 weeks ago and I have opened my hatch once -- the second time it didn't work. The other issue is I had a taillight replaced -- the taillight is CLEARLY not installed properly -- it's too tight in the light-well and therefore snapped. Brand new and it snapped like a twig. The person I spoke with on the phone about a 1/2 hour ago was extremely rude -- they were dismissive of the issue, talked over me, and then when I said I would be calling corporate, he said, "Please do." He told me that the reason the light broke is because the back hatch doesn't work properly -- which makes ZERO sense. That light was cracked for YEARS and never got any worse no matter how often we used the hatch. Less than 2 weeks after they "fixed" it and it cracks? In exactly the place that makes sense for it to crack if it's installed too tightly. Over $500 spent on both "repairs" and I have nothing to show for it. Photos included: Example of properly installed light (the right side light); then an image of the left side light, that you can clearly see is installed too tightly at the top; then a picture of the broken piece at the top of the left side light, which snapped under the pressure of being forced into place instead of being installed correctly.

      Customer Answer

      Date: 02/14/2024

      Received call from the consumer stating that the business has resolved the issue.

    • Initial Complaint

      Date:12/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 2016 Nissan versa from this dealership last January. When I picked the car up it was lurching slightly on acceleration but I didn’t think anything of it because it had a kind of transmission that I had never driven before. Less than two months later, the car broke down completely and it turned out that the transmission had blown and was completely unable to be repaired and needed to be replaced. It took another almost month to come to an agreement with the dealership and at that point they promised me that they would replace the transmission free of charge with a new transmission and give me a rental in the meantime. I got the car back in March, and then on November 28th my transmission has yet again broken down and needs replaced. I have gotten two different evaluations from mechanics and they both have told me that the transmission that was put in is not only faulty but was also VERY old and VERY used when it was put in. I paid over market value for this vehicle, and I have paid over $3000 in repairs on it aside from the transmission issues. I also still owe $7000 on my loan, and due to the condition of the vehicle and the fact that it is not running I can’t even sell it or trade it in. I cannot afford to fix this car, and I cannot afford to have $7000 added onto another car loan either. I would like this business to do the right thing by me and either give me a new certified car of my choosing for the value of the remainder of my loan, pay for the repairs on the Nissan, or refund me the money that I paid them for this vehicle as it is a lemon.

      Business Response

      Date: 01/04/2024

      The consumer did not bring the vehicle here to be diagnosed, so we were not aware of the issue.  The consumer has a 3 year warrant on the transmission and we will be replacing it for the consumer.  

    • Initial Complaint

      Date:11/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 10/24/23 we asked them to inspect our car. They charged mechanical dx of $84.50 but they failed to pinpoint the problem. It still existed even though we changed what we need to. I believed we are wrongly charged for $49.95 tire nail bec they never showed it to us and pointed a different car thinking it was ours. Last and most impt they broke our rear stud on wheel due to their improper application bec it is bent and they are the only ones maintaining our vehicle *** * le since 2017. Now charging $356.70 for that. Someone tried to reach us thru cp but i rather talk to them thru email for proof of the conversation. I want refund for the above charges. If not all just the last one bec for sure they damaged it they need to replace and I dont trust them to do it anymore. Give us a voucher we will go to different ****** dealer or service provider.

      Business Response

      Date: 01/04/2024

      The undersigned is the Attorney for ******** ****** and I am responding on behalf of my clients to your inquiry pertaining to your ID ******** . I contacted the Claimant by phone just before Christmas and advised her that we would reimburse her for the repair to her tire upon receipt of a paid invoice or other proof of payment. She advised me that she would comply with my request but neither I nor my Clients have heard from her since that date. We continue to be willing to reimburse her as indicted above.  

      Customer Answer

      Date: 01/04/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I sent an email and even texted the number they gave as evidenced above but they never replied. Attached is the receipt for the materials we bought to fix and repair the tire stud they broke.  Regards, ******* ******

    • Initial Complaint

      Date:09/18/2023

      Type:Product Issues
      Status:
      Answered
      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 just bought a 2017 ********** *** for 19,000 dollars. I drove 2 hours away to pick it up. I had the car not even a week and the battery is shot. I tried jumping it with no luck and was forced to replace it at my local parts store. They tested the battery before swapping it and said that battery was completely dead. I bought the extended warranty plus I’m less than 500 miles on the car since I bought it. They wanted me to return the battery and drive all the way back out 2 hours away just so they can install their own battery. Spending $19000 dollars on a car you would think they would have inspected this car better than they did. All I want is a refund of the battery I was forced to buy in a pinch. That’s not asking much. This isn’t a 500 dollar car.

    • Initial Complaint

      Date:08/07/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      - June 16th, 2022 - We put a down payment on a vehicle that was guaranteed to arrive within 25 days. Almost 50 days later, the vehicle is still not here. - My salesman was aware that we are first time car buyers. He told us to "figure out the insurance before the car arrives". We registered the VIN and paid a 6 month premium of $502.80 beginning 7/12/2022. We had already been charged $19.30 for pushing the insurance start date back. I am now dealing with constant threats from my insurance company telling me that I will lose coverage without a Bill of Sale. - We have been to Northway Toyota multiple times for updates and assistance. The dealership never reached out to us first. On July 23rd, we spoke in person to the front desk, who told us the train transporting the vehicle had arrived, but they were waiting for a truck to transport the vehicle from the train to the dealership. Over a week later, on July 31st, we spoke to the sales manager in person who told us the train was delayed 3 days and hadn't even arrived yet. - We did not go to any other dealerships since the vehicle was guaranteed within 25 days. Our salesman was aware that was the only reason we agreed to put a deposit on that vehicle. I believe that the vehicle was sold under false pretenses solely to get our business. The vehicle was likely never to arrive within 25 days. - We have now had only one vehicle for almost 2 months. - Dealership refuses to offer us a loaner vehicle while we wait. - The vehicle has been built and in transit for over 3 weeks. - Dealership continues to push back the estimated arrival date and has done nothing in an attempt to meet our needs and have the car arrive sooner.

      Business Response

      Date: 09/07/2022

      To whom it may concern:Northway Toyota entered into an agreement to sell an incoming Corolla Cross on June 16,2022 to ************. The car was scheduled to be built in early July with an anticipate arrival at the Dealership in late July or early August.At no time do we make promises for accurate delivery dates until the vehicle of interest has arrived at our Dealership.Ms. ******** was not promised or guaranteed the Corolla Cross would be available to her in 25 days.Ms. ********'s is currently driving the car she had put a deposit on.Whatever dealings Ms. ******** had with her insurance company is between Ms. ******** and her insurance company. Northway Toyota does not intend to refund any money to this client.Maria D****** Market President The Albany Auto GroupAudi Albany, BMW of South Albany, Northway Toyota

    Northway Toyota is NOT a BBB Accredited Business.

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