Business Profile

Used Car Dealers

Toy Barn

Complaints

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

Customer Complaints Summary

17 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.

Initial Complaint
Date:10/01/2024
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.
I purchased a car online from the Toy Barn September 11th. They delivered the car and as soon as it came up the drive I heard it misfire and noticed other issues. I called dealership and said I wanted to rescind the offer. I wanted my trade in back. They said the car had never been in a crash, I found out that it had. The ** also said the CARFAX was wrong and he promised me that he would take the car back if I felt unsure about the safety of car. The ** ***** told me to bring the car back and he would make sure everything would be ok. Now they have the new car at the dealership and my trade in. They refuse to take car back even though I told them within 10 minutes of delivery that there was a serious problem and to take it back. Im 60 years old, in the later stages of RA and Lupus. All I want is my trade-in back.Also, when I went to speak with the ** he forcefully grabbed my hands and forced me to Pray out loud with him. He would not let go of me until I said ****. He did this in front of employees and customers in main lobby. No one said a thing. I was crying, in complete shock and immediately left the dealership.
Customer Answer
Date: 10/04/2024
22366139
Toy barn sent an email to my attorney stating they would recind the deal and give me the money they owe and release the title to me, only if I sign an NDA, tell the Police to drop the Assult charges and take down any bad review and to tell the BBB that the issue has been resolved however I am not to tell the BBB that it was resolved with the help of my attorney. I feel like they are trying to bully me into saying nothing happened!
I will get the email copied and send it through this website.
Thank You,
Phyllis
Customer Answer
Date: 10/04/2024
This is a email from the Toy Barn Legal Department stating they will agree to pay me back and get my Jeep back to me, if I sign the NDA

Thanks
Phyllis
Business Response
Date: 10/08/2024
We have already agreed to unwind the transaction, returning any monies to Ms. Stump paid, as well as returning her trade in, in better condition than it was provided to us. She is represented by an attorney making demands outside of the transaction. We stand ready to meet the request of Ms. Stump. This has been conveyed to her repeatedly.

Please contact me directly if you have any questions.

Joe Casa
[email protected]
727-415-3127
Customer Answer
Date: 10/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22366139

I am rejecting this response because:
It is simply not true. After four weeks I am still waiting for my refund, and the Title work.
Regards,

Phyllis Miskow-Stump
Business Response
Date: 10/15/2024
Ms. Stumo is represented by her attorney. We have come to a satisfactory conclusion that Ms. Stump attorney has accepted. Perhaps there is a break down in communication between Ms. Stump and her attorney. The attorneys are working on a written final settlement of the issue at hand. Our Company has done everything that has been requested and agreed upon. We are waiting on Ms. Stump's attorney to finalize the agreement prior t.o providing to Ms. Stump the refund in question, as well as the title work she mentions. Her trade in has been returned to her, the retail transaction has been unwound.
Please have Ms. Stump refer to her attorney for further information.

Joe Casa
[email protected]
727-415-3127
Customer Answer
Date: 10/16/2024
[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 accept the business's response to resolve this complaint.

Regards,

Phyllis Miskow-stump
Initial Complaint
Date:03/01/2024
Type:Customer Service 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 March 31, 2023, I bought a 2015 Corvette from the Toy Barn. However, despite the purchase, I never received the title. *** ****, the CFO of the Toy Barn, assured me he would refund my money and take back the car. Unfortunately, all I've received from him are empty promises and excuses. I have various documents supporting my claims, including the Toy Barn's buyer agreement, details of the total cost, my cash down payment, and specifics of the Bank of America loan. Additionally, I possess an email from *** **** to the Ohio Attorney General's office, falsely claiming he was cooperating with me and issuing a refund. Despite Bank of America's demand letter to the Toy Barn, urging them to reverse the purchase the Bank of America loan is the only thing they have paid off, the Toy Barn still owes me upwards of $25,000, covering my down payment and loan payments spanning over ten months. I've accumulated numerous texts and emails from *** ****, filled with broken promises and deceitful attempts to resolve the situation with bogus contracts. However, I haven't heard from either the Toy Barn or *** **** in several months. Since July of last year, I've been in contact with the Ohio Attorney General's office, with complaint number 1032673, and have been working closely with case worker **** ******. I possess a plethora of correspondence between myself, the Ohio Attorney General, and *** ****. Despite the circumstances, the car remains in my possession. I urgently request your assistance in obtaining a refund for the money I've invested and paid towards the loan, as well as arranging for the car's pickup. Please contact me for a more detailed account of the events that have transpired over the past year. Your help in this matter is greatly appreciated. Thank you in advance.
Business Response
Date: 04/10/2024
BBB:

We will address Mr. ***** concerns and resolve the matter to the satisfaction of the client within the next 5 business days.

Please do not hesitate to contact me directly if you have any questions.

*** ****
###-###-####
**********************
Customer Answer
Date: 04/11/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21370804

I am rejecting this response because: The Ohio Attorney General picked the car up over a week ago now. I have been refunded for the vehicle through the Ohio TDR Fund. I am sure Mr **** will be hearing from them.

Regards,

****** *****
Initial Complaint
Date:01/11/2024
Type:Customer Service 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 have called 10x and spoke with 3 people in an attempt to get warranties canceled and refunded. I have left messages for finance managers, office staff and the general manager. No response or action taken.
Business Response
Date: 01/19/2024
Client has been emailed all proper documents takes normally 6 to 8 weeks to receive funds
All is handled on our end
Initial Complaint
Date:12/11/2023
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.
Date of Transaction: 09-11-2023 Amount Paid to Business: $58,331.90 Business committed to give me a check for $2,541.90 for payment of taxes in the state of alabama. This money was financed into the Bank of America Auto Loan. Nature of Dispute: Check was never sent to me after purchase of vehicle. The business has stated on multiple phone calls that the check is coming, the check has been cut, the check is awaiting the Chief Financial Officer (CFO) signature prior to sending. The money was delivered from Bank of America on September 13th, 2023. The Auto Loan account is **************. There is a Case pending from Bank of America concerning a Fraud Claim as the contract that was sent was not the contract I signed (in Blue Ink) but a contract with digital signatures that does not show where the Taxes and Tag was notated for $2541.90. The Case with Bank of America is *********** and they are also trying to contact the dealership concerning the check that was supposed to be sent to me financed into my loan. The Car was purchased in Ohio, but will be titled in Alabama so any Taxes show on the loan should be remitted to me the buyer. The Title that Bank of America has also shows a Purchase Price of $55,500. The contract shows $58331.90, minus the Purchase Price ($55,500) Minus Documentation fees ($290) (shown on contract) = $2541.90 (Which is shown on the check request I have attached).
Business Response
Date: 01/12/2024
We have provided the funds the client has requested. The check cleared our Bank on 12/26/23.

Please do not hesitate to contact me directly with any questions you may have to resolve the outstanding issue.
**
****** ****
Chief Financial Officer
The Toy Barn
**********************
###-###-####
Initial Complaint
Date:11/21/2023
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.
Purchased vehicle on 10/14/23. Previous vehicle loan has not been paid off as agreed upon and still waiting on title for new vehicle for registration.
Business Response
Date: 11/28/2023
Customer car has been paid off and title is in there possession
Any questions let me know
***** *****
General Manager
Customer Answer
Date: 12/01/2023
[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 accept the business's response to resolve this complaint.
Regards,

**** **********
Initial Complaint
Date:11/08/2023
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.
Didn’t receive the title within the legally required window (30 days) to get me the title and is not able to give me an answer as to when I will receive the title. Would just like to recieve the title to the vehicle.
Business Response
Date: 11/21/2023
Customer Has received title via Fed Ex
Thx
***** *****
Customer Answer
Date: 11/22/2023
[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 accept the business's response to resolve this complaint. But wish that you would send the title out sooner than 2+ months after the fact for future customers

Regards,

********* **********
Initial Complaint
Date:11/06/2023
Type:Customer Service 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.
I sold a 2023 Toyota Supra to Toy Barn on 9/29/23. The transaction total was $56,000. Title was transferred on 9/29/23. I was told funds would transfer within 7 to 10 dates. Now 25 working days later, funds have not been transferred. I’ve left multiple messages for Liam, Simon, and Joe ****. To date I have not received a call or any type of follow up communication with the Toy Barn’s staff.
Business Response
Date: 11/07/2023
BBB

Mr. ****** has in fact been paid the $56,000 in question. I have attached a copy of the wire confirmation from our Bank.
Please tell me what additional information that is needed to close this file.
Thank you sir.
****** ****
Chief Financial Officer
Cunix Automotive Group, LLC DBA Toy Barn
**** **** **** ******* ** *****
Customer Answer
Date: 11/08/2023
[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 accept the business's response to resolve this complaint.
Regards,

***** ******
Initial Complaint
Date:10/14/2023
Type:Customer Service 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.
not sending title for the car i purchased, temporary tags have expired
Business Response
Date: 10/16/2023
I have asked my title department to look into this pending title and determine the exact timeline as to when it will be released. I will circle back to this issue when I receive an update.
****** ****
Cunix Automotive Group, LLC DBA Toy Barn
**** **** **** ****** ** ******
**********************
###-###-#### O
###-###-#### C
Business Response
Date: 10/30/2023
overnighted this title to **** ****** on 10/17 and they received it 10/18 @ 11:12 am .

Everything here I assumed was taken care of
Thank you!Great, thanks for the update.Great, thank you so much!

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CS
Initial Complaint
Date:09/16/2023
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 recently (9/8/2023) sold my BMW M3 CS to toy barn and I was told both by the online buyer, ***** or **** AND the employee who physically took the title from me that my payment of $50,000 would be wired to me within 72 hours. It’s been over a week and I’ve had multiple attempts at contacting their CFO *** **** I think his name is regarding my payment and he continues to either ignore or lie to me by saying he’ll be in contact and then he never does.
Business Response
Date: 10/04/2023
***** *****
Tue, Oct 3, 1:45 PM (1 day ago)
to ***, me, ******

******
This client was paid out on 9/20/23
Customer should have received his money
Thx

***** *****
Tue, Oct 3, 2:22 PM (1 day ago)
to ***, me, ******

I talk to the BBB and I’ve also talk to the customer. He has received his phones a while ago and he’s very happy.

Sent from my iPhone
Initial Complaint
Date:09/11/2023
Type:Customer Service 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 used Land Rover from the Toy Barn in late 2022, at which time the finance person who processed the purchase sold me an extended warranty, to the sum of $7332.00. On June 1, 2023, I contacted Toy Barn via email stating I wished to cancel the extended warranty, which is my right under Section 12 of the warranty. The policy states I am due a refund whenever I request, less $50 for processing as well as some mysterious prorated fee. Over the course of the summer, I have contacted *** ***** (salesperson who sold me the vehicle) as well as multiple members from their finance department seeking an update on the request. Per the contract, all claims would be paid to me within 30 days. On the morning of September 11, 2023, I contacted Toy Barn via email (*** ***** and **** ********) stating that this request has now gone on for over 100 days and will file a claim with the Better Business Bureau if this is not resolved by the end of this week, Friday September 14th. Mr. ***** proceeds to tell me that all of my initial claim documentation cannot be found and that I need to submit additional claim paperwork, which was never asked of me prior to today. Given this bait and switch tactic by Toy Barn, I have decided to file my claim today as it is apparent they have not been acting in good faith this entire time.
Business Response
Date: 10/11/2023
******
This client was paid out on 9/20/23
Customer should have received his money
Thx
Customer Answer
Date: 10/12/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20587397

I am rejecting this response because: I am not in receipt of any funds as claimed by the business. I was told via phone on 10/4/2023 by the General Sales Manager that it would take four to six weeks for this process to be complete.

Regards,

**** *******
Business Response
Date: 10/12/2023
The money as Mr ******* knows has been applied for as soon as the aftermarket company sends us the funds we will immediately send to client
sorry my last response was for a different client
thank you
Customer Answer
Date: 10/13/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20587397

I am rejecting this response because: until I receive the funds I am due, this matter is not considered closed nor resolved.

Regards,

**** *******

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Toy Barn is BBB Accredited.