ComplaintsforAtlantic Toyota / Scion

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contract to buy car 6/16/23. Delivery date set for "within two weeks".On that date contacted dealer for status - was told then and ***** more times thru 8/8/23 that the vehicle was on a truck, sometimes a train.Requested return of deposit - Sales Manager advised that the vehicle was always schedule for the end of August, and that the salesman had 'made a mistake'...actually many salesman and many mistakes (aka, lies ).Buyers beware of sales tactics at this dealership.

  Business response

  08/09/2023

  The Consumer's refund was processed after the Consumer requested the same yesterday on 8/8.2023. The Dealership will not state an opinion to as to why the Consumer' filed this complaint with this information. 

   

  **********************
  Legal Assistant/Corporate Paralegal
  to the General Counsel of
  Atlantic Toyota

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Used the AtlanticToyotaNY.com website to find a car. Found a specific car (VIN #: *****************) with a website price and sticker (PDF) download price of $51,267. Clicked on ************* button on website for ** Price" discount price. Was not given E Price just contact info form. Filled out contact form and was contacted by *********, salesperson. She said the sale price for the car was actually $53,767 - $2,500 higher than the online price. I asked what the ** Price" discount was, and she said that was the price. This was a serious bait and switch with a falsely advertised price online and an ** Price" discount offer to lure people in. This is a seriously unfair trade practice.

  Business response

  02/16/2023

  Atlantic Toyota (the "Dealership") has received ********************** (the "Consumer") complaint filed with the Better Business Bureau.
  
  The Consumer allegations are based on an incorrect understanding of Defined Terms and/or incorrectly using Defined Terms with specific meanings interchangeable.More specifically, the Defined Terms: ****., Advertised Price, Market Value,and Sales Price.
  
  **** is an acronym for Manufacturers Suggested Retail Price. The **** of a vehicle is the price placed on a product by the Manufacturer based on market information obtain prior to the production of the product. Advertised Price is the Price listed directly by the seller of the product and must be the price the product is sold (accounting for all disclosures within advertisement). Market Value is the value of a product at the time of sale. Sales Price is the price the vehicle is sold.
  
  Currently, new vehicle sales are based upon the current Market Value of the vehicle.This is due to the on-going new vehicle inventory shortage. This inventory shortage has increased the Market Value of new vehicle above and beyond their respective ****.
  
  Vehicle Manufacturers require the **** to be listed on dealerships websites and/or advertisements for new vehicles. The **** is clearly marked as the **** and is not an Advertised Price.
  
  By the Consumers own admission, the Dealership did not post an Advertised Price for the vehicle and required potential purchasers to contact the Dealership directly for the Sales Price (e-price).
  
  Since the Consumer misunderstood the different Defined Terms, the fact that the Sales Price of the vehicle was lower than its current Market Value had been overlooked. The Dealerships Sales Prices on new vehicles are is lower than those vehicles current Market Value.
  
  The Dealership has done nothing wrong.
  
  Regards,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Atlantic Toyota

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Based on a review of the prior BBB responses from this dealership, I did not expect a ******************** seems like Atlantic Toyota just responds by saying the consumer is wrong every time, so they can keep their BBB rating which appears to be entirely based on getting a response and ignores the fact that there is never a resolution.  I guess they have figured out how to play the game.  Well, I filed a complaint with the ************************ as well.  I guess if the "dealership has done nothing wrong," the *** will agree with them. 

  **************************;

  
  

  
  
  
  
  
  
   
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1st, I took my car in for a state inspection and tire rotation. I ended up waiting almost 30 min in my car with my son waiting for a valet attendant to tag my car and take my keys while several ******* vehicles (I believe 3) went in. When I got in to speak with **** she was on the phone and did not speak to me for another relatively long time while my 2 year old baby boy was crying. They were also in the middle of construction, which made me nervous to have my baby in the area, but we were already overheated and stressed, and carrying a lot of things from the car that I might need for my son. The man at the desk across from **** who I did not recognize at the time told me my baby boy crying sounded like a baby girl, and laughed in my face. I apologized/said sorry, but I was shocked and offended. Someone like that either has never had a baby, or if he does have a family I feel bad for his wife and kids. We waited 3 hours until *** spoke to us again. At first, I took my son to wash his hands in the showroom bathroom which was very tight and no changing table, and he slipped on the vanity and hit the corner of his L eye on the faucet, which left a nasty bruise. I was having an awful day. No one could help, no one had ice. We had a tough time waiting. The estimate from *** had been 1 hour. I texted her at 1 hour asking for an update and she never responded to the text. When she called me telling me about all the work that my relatively new car needed, I could barely hear her so I went to her office. She was eating. She said I needed a minor tune up which she googled and said the spark plugs would be changed and the engine flushed. She said I needed a wheel alignment "badly" and new filters all around. The cost was $707. I said this was way too much for me to pay and she said she would give me coupons, the final cost after her repeatedly saying she saved me money was $670. $30 was a lot of money to this girl.  After I reluctantly agreed to pay the money to get the ordeal over with, I called my husband and mom crying and went back to *** to ask if I could stop the work and avoid the ****. This was within 30 min. The only time Atlantic Toyota has ever done anything within 30 min, it was done. We cannot afford an extra $700. She said she would try and seemed apologetic but only saved me $30. She had no respect, and no care. She expected a thank you. On Aug 3rd, I called to beg the company to help us. I was extremely stressed on Aug 2nd. My son had been hurt, was exposed to a construction site, and we had been there for 4 hours. *** must have known I was vulnerable and she preyed on me. Her excuses for the cost included using toyota parts, which several aspects of what they did to my car involved no parts at all and she said the engine work would take them 5 min for something that they charge over 300$ for and 30 min total for everything. I first spoke to ********************* who has previously cared for my car. I did not know he was the same person who had insulted my son. He denied the comment and said he was speaking about his associate. I cannot tell you how much that infuriates me and how clearly I know that he was insulting my son. A baby. He transferred me to who he said was his manager - *******************. I told *** my story. *** said he would call me back the same day and they would take care of me and apologized over the phone. *** never called back. I called at **** h. 8/3 and spoke to a receptionist who said ******************* is not a supervisor and the supervisor is someone also with the name *** but a different last name . I am shocked and appalled. I told *** and *** and I will say it again that I believe in taking a new car to the dealership for the first several years. I have done so. They are making it impossible to handle. I always wait for hours but I will not allow verbal/financial abuse and lack of safety.

  Business response

  08/04/2022

  Atlantic Toyota (the "Dealership") has received ******** ******* (the "Consumer") complaint filed with the Better Business Bureau.
  
  The Dealership cannot express its disappointment with the Consumer and her claims against the Dealerships personnel. All claims made by the Consumer against the Dealerships personnel are patently false.
  
  Submitted with this response is a .pdf titled RO *****, the Repair Order Invoice for the Customer. We have highlighted certain line items on RO *****. Each highlighted item indicates a discount to each individual job or service provided. The approximate total of discounts given to the Consumer is $105.00.The Dealership cannot express an opinion as to why the Consumer would indicate an incorrect discount amount.
  
  The Dealership has done nothing wrong. The Dealership has already shown its good faith to the Consumer and the Consumers response is to file this complaint with baseless accusations against the Dealerships personnel.
  
  Respectfully,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Atlantic Toyota

  Customer response

  08/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   My apologies for being blunt but what? What is blatantly false about my experience? And ask Ada * the originally quoted cost with tax was $707, and the amount I paid was $627. I have received a quote from ******************* in ********** for $350. Please explain the gross excess in cost for service. If your reason is cost of parts and using Toyota parts ****** reasoning), please itemize. Once itemized, give me an hourly rate of labor. ***** estimated time to perform the work which was true was 30 minutes. 

   

  *****************************
  
  
  
  
   
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased a 2021 from Atlantic Toyota. There are several issues with this vehicle. Major issue is that there are no built in ***. I almost got into a few accidents due to this issue. The connection with the *** and my phone fails often. It's very unstable. I reported this many times to Atlantic Toyota but never got a resolution. I am unable to continuously go back and fourth with this because I have 3 younger children and I need a vehicle. No loaner vehicle was available.This *** issue can seriously hurt or kill someone. The *** turns off suddenly and disconnects from the dashboard via the wire. Other methods of connection is unstable and virtually impossible. I want everyone to be aware before purchasing this model of the vehicle, especially if you have young children, of this issue. I will report and review this to other social media outlets.My phone turns off suddenly when connected via the wire to the vehicle. The *** does not respond and cancels.Among other issues, the Auto start starts the vehicle but does not stay on for more than few minutes.I am waiting for my lease to be over so I can seek other brand of vehicle for future.

  Business response

  02/28/2022

  Atlantic Toyota (the Dealership) has read and reviewed ******************************* (the Consumer)complaint.
  Though the Dealership cannot ascertain the exact nature of the relation of the Dealership to the Consumers complaint, the Dealership will make the following response to try to help the Consumer with their issue.

  
  It is the Dealership opinion that the Consumer is having issues with the connection of their iPhone with their Toyota Vehicles Apple CarPlay. With Apple CarPlay, a customers iPhone can be used to connect to the vehicles display, which will show the display of certain applications. The Global Position System application, Waze can be used in this manner. In order to use Apple CarPlay, the customer must use an USB/Lightning Cable. Currently there is no wireless/Bluetooth option for connectivity.
  

  MOST IMPORTANTLY, the Consumer should be advised that the use of an Apple MFi Certified Lightning Cable for the connection between their iPhone and Apple CarPlay is highly recommended, if not required. If an USB/Lightning Cable is used which is not Apple MFi Certified, there is a good possibility of connectivity issues such as the signal dropping with loss of the video display. (This is the exact nature of the Consumers complaint). The Dealership would like to advise the Consumer to use an Apple MFi Certified Lightning Cable.
  

  The Dealership would like to advise you that Atlantic Toyotas ****************** has no records -or- history of the Consumers vehicle being serviced. Thought the Consumer states they have tried to resolve their issue, the Dealerships records show nothing. Also, the information regarding the use of an Apple MFi Certified Lightning cable with Apple CarPlay is well known by all of the Dealerships personnel.If a customer called the Dealership to resolve this issue, they would usually be given the beforementioned information immediately without haste.
  

  In regards to customers statement regarding the vehicles Remote Start. The engine of any vehicle which is started with remote starter will shut down after a certain amount of time if the vehicle is not activated. The average amount of time between using the remote start to engine shut down is 10 to *********************************************************************** perpetuality for safety reasons.
  

  Once more the Dealership cannot ascertain the Consumers exact complaint. The aforementioned is the Dealership best interpretation of the Consumers issue in their written statement. The Dealership has done nothing wrong and hopes this information helps the Consumer.
  

  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** for
  Atlantic Toyota

  Customer response

  03/01/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  I tried multiple cables. Android and iphone. Both gets disconnected often. If you touch or move the wire it gets disconnected from the phone to the dashboard. Almost caused an accident few times. I explained in plain English. Pluse ****** translate if needed. It's free.

   

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*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. ↩