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:07/13/2023

  Type:Product 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/financed vehicle in February, 2022 from 'Walker Toyota's of Dayton, Ohio. Since taking ownership, vehicle has left me stranded over 20 times (not including today) due to electrical/starting issues. Vehicle service warranty and service providers have failed to identify/repair the issue. I contacted the finance company twice about the issue(s) and was instructed to contact the service warranty company (Completed) and then if not resolved, to find another vehicle with which to finance and to replace the one experiencing the issue(s). Upon doing so, I was 'Denied' financing of another vehicle by my finance company. The specifics of this vehicle are that it is a 2016 Hyundai Genesis sedan with which I'm paying over $700 a month for their financing. I'm rated at 100% 'Service-related' disabled and am tired of gambling when it comes to having confidence in whether or not this vehicle will start when I need to get to VA medical appointments and other out-of-home activities. I need assistance in resolving this ongoing car electrical issue as I feel as if I was taken advantage of. $3100 down-payment and the amount that I'm paying monthly is totally ridiculous.

  Business Response

  Date: 07/24/2023

  Will have our sales department contact the customer direct to see what they can do.

  Thank you BBB for letting us know.

  Sincerely,   Walker Auto Group

  Customer Answer

  Date: 07/25/2023

  
  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 and request further communications between both parties to be completed 'going forward' via email so that we both have a record of future communications/correspondence please.
  
  Sincerely,
  
  **** * ******

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  1/25/23 loan amount 35,240.48 my terms were 72 months 581.00, Now they are 666.25 60 months. This is unbeknownst to me. I logged on to make my 1st payment. See attachment from rep saying I need to re-sign because my signature wasn't close enough to my signature on my drivers license. I have to saved messages from ****** the sales manager and ***** ****** standing the same thing as the text from the sales rep. I re-signed with a different finance personal, he told me everything's the same, he rushed me through it and could not provide copies of the paperwork. Finance called me told me to deal with ***** ****** directly and refinance. ***** ****** said can't do anything to help my terms get to the original status. I expect Waker Toyota to cover the increased amount of 85.25 per payment.

  Business Response

  Date: 03/14/2023

  There was a drivers license signature match issue brought forward by the bank with Mr. *****’s contract. We tried to reach him for several days to correct the issue and discuss what needed done, but he was not responsive until aggressively pursued. The signature issue required a new contract to be signed for Mr. *****’s protection. Mr. ***** came in and signed the new contract hastily as he was angry about the process. However, there was no change in purchase dollar amount it, was solely a signature issue. Any change in term was not relative to the deal dollar amount nor the approval and would have been something he was to discuss his consumer options with the FI manager at the time he signed the new contract but was not relevant to the deal itself. He ended up signing at a lower interest rate, and shorter term than on the original contract, but had the option to keep the same term and interest rate if he had wanted to. The term and rate did not affect his ability to purchase the vehicle or qualify for the loan and has no relevancy to us from a dealer standpoint. After hearing of his complaint Mr. ***** was advised if he wishes to refinance his vehicle at a different term he can do so at his discretion. In interest of customer satisfaction, and due to him stating he now preferred the 72 month term, ****** Auto Group advised Mr. ***** we would be willing to reimburse him for any typical loan origination fees incurred for refinancing the vehicle at a 72 month term.

  Thanks, ****** Auto Group

  Customer Answer

  Date: 03/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: it's not true nor a satisfactory solution. Per my attachment car loan 2, we agreed on these terms of a $581 payment on 1/25/23 and picked up the car on 1/26/23. Per the attachment car loan 1 I was notified my the salesman on 2/3/23 that I needed to come in and re-sign because my signature didn't match my license. I was on vacation and did not take my work phone, I only had my personal phone. I returned on 3/7/23 and heard the two messages sent to me. See attachments. I immediately headed over and was told nothing is changing on my contract. ******, ******** and the finance guy assured me of that. Once I arrived and was not hastily, they controlled the speed of interaction. I was upset, and let it be known, because ***** ****** left me a aggressive message threatening to take further action. I was told by the finance manager that nothing changed, therefore I signed all the paperwork. He did not provide me with copies. A month later i log on to ***** ****** credit unions website to pay my 581.00 and it says 666.25. their story doesn't add up and now i have an amount of 85.25 additional dollars that i can not cover in my budget. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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 went to walker group on December 27th 2022, we agreed that i will pay 10 kUS as a down payment from my international credit card, as per attachments, on 28th january 2023, they called me for car delivery, and i agreed with them to sign the contracts on January 31st cause i was out of state, and when i went on january 31st, i paid the last 3k$ from my credit card as per attached, then i start to sign the documents, while i was signing the documents, i asked about how much will be financed over the down payment, so they told me that the rest of the money is 25k$, so i told them why the price is too much higher than the car price as the car MSRP is 31535 US, and i paid 10 kUS, so why the taxes is almost 4k, they told me that there is 1200$ service, so i refused that service and i told them that we agreed around 300$ service cause i will use credit card for 10 KUS instead of 3kUS as per their rule, suddenly i found the sales came to me and said the owner refuse to sell the car to you, and he will return the money to credit card, and as i paid 3kUS from local credit card, and 7 kUS from international one, he tried to refund the money to international card on january 31st, but it is rejected, cause my international bank saw a lot of activities on same card in same day, so my int. Bank blocked the card and card cant be unblocked till i travel to the oversee country to visit local branch, and since this time till today, the 7000$ are not refunded, and i asked the dealership to give me a check or make a transfer to my int. Bank and he refused, and they amanupilate me as the say we are trying with your bank, and i asked them to give me a due time, they refused, and we are almost 3 weeks since they cancelled the agreement from their side and they are not answering my emails, so i need BBB to find a solution with this dealer as he has no commitments and very bad in his attitude and customer service, since he didnt deliver the car, or even want to refund the money.

  Business Response

  Date: 03/02/2023

  Mr. ******* requested an exception to our credit card limit charge in order to apply a down payment of $10,000 on a new Toyota from an overseas credit card account. After reaching an agreement, the charge was processed successfully. Subsequently, Mr. ******* attempted to change the terms of the agreement at the time of delivery and we declined to accept any alterations. As a gesture of goodwill, we proposed to forgo the earlier agreement and charge his credit card $3,000 instead of $10,000 without any conditions or additional terms. Unfortunately, Mr. ******* declined our offer. Consequently, we informed him that we were no longer interested in conducting business with him and would refund the $10,000. The credit card charges were $3,000 on Visa and $7,000 on MasterCard, both issued by an overseas bank. The refund on the Visa was accepted, however, the refund on the MasterCard was declined by the issuer. We informed Mr. ******* that we had attempted to refund the money several times, but it continued to be declined. We requested him to contact his bank and have them contact us to find a way to refund the money. Mr. ******* asked us to refund him the amount in the form of cash or check, however, we explained that we are obligated to refund charges to the same account, especially when the last name on the card does not match the one on his driver's license. We also advised him to contact his bank and file a dispute, in approved disputes the bank can reverse the transaction. We are eager to refund him the deposit and close the case, however, the only way is for his bank to unblock his card and allow us to refund him, or have his bank contact us and advise us of another way to refund his account.

   

  Thank you, 

  Walker Auto Group 

  Business Response

  Date: 03/02/2023

  *** ******* requested an exception to our credit card limit charge in order to apply a down payment of $10,000 on a new Toyota from an overseas credit card account. After reaching an agreement, the charge was processed successfully. Subsequently, *** ******* attempted to change the terms of the agreement at the time of delivery and we declined to accept any alterations. As a gesture of goodwill, we proposed to forgo the earlier agreement and charge his credit card $3,000 instead of $10,000 without any conditions or additional terms. Unfortunately, *** ******* declined our offer. Consequently, we informed him that we were no longer interested in conducting business with him and would refund the $10,000. The credit card charges were $3,000 on Visa and $7,000 on MasterCard, both issued by an overseas bank. The refund on the Visa was accepted, however, the refund on the MasterCard was declined by the issuer. We informed *** ******* that we had attempted to refund the money several times, but it continued to be declined. We requested him to contact his bank and have them contact us to find a way to refund the money. *** ******* asked us to refund him the amount in the form of cash or check, however, we explained that we are obligated to refund charges to the same account, especially when the last name on the card does not match the one on his driver's license. We also advised him to contact his bank and file a dispute, in approved disputes the bank can reverse the transaction. We are eager to refund him the deposit and close the case, however, the only way is for his bank to unblock his card and allow us to refund him, or have his bank contact us and advise us of another way to refund his account.

   

  Thank you, 

  Walker Auto Group 

  Customer Answer

  Date: 03/17/2023

  I tried to add this comment to the website, but it is not showing me the way, so please add this comment

  
  

  " first we agreed that he will add 300$ over the car price as a 3% over the card charged which was 10000$, and when i went to receive the car, he was adding 1199$ for a unwanted service, so when i rejected this, he cancelled the sales process, second, till today i didnt get my 7000$, my card was blocked by his action because he tried to do an activity on the card after 1 hour from taking 2000$ from my card, so my bank sees this transaction as suspectious activity and the bank blocked my card, so now, he didnt do his sales commitment, and even his unresponsible action blocked my card, now my 7000$ is still not refunded, and i need to have a resolution for this issue"

  Business Response

  Date: 03/27/2023

  The consumer was informed from the first meeting that our policy was not more than 3000$ dollars on a credit card for a vehicle purchase. The consumer tried to convince the sales manager to mark up the vehicle to cover the credit card fees, and the sales manager said he would not and could not do that. Consumer then said he wished to purchase additional products and asked if those products could be charged to a card. Consumer then cancelled those products and asked that the amount he put on the card be used for the vehicle purchase. He was again informed that the limit for vehicle down payment was 3000$ on a credit card and that the dollar amount he put on the card would be refunded other than 3000$ dollars. He was informed he could either finance the remainder of the vehicle or use cash or check as a down payment. He refused that option and requested that we cut him a check back for the money he put on the credit card. Consumer was informed that refunds must go to the original form of payment and we cannot issue a check to a consumer for a credit card transaction refund. We have attempted multiple times to refund the remaining money to his credit card and his institution denies the refund due to fraudulent activity. Consumer has been informed that once he resolves the issue  with, or dealer receives a certified letter from institution that they will accept a different method of repayment that the monies can and will be refunded.

  Customer Answer

  Date: 03/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: walker group are not saying the truth, i agreed with the owner of walker group as they introduced him to me as the owner that he will increase the credit card fees on the invoice as a service, and the credit card fees are 3% which will be 300$ over 10 kUS, and they already took 10000 as down payment for the car, and this means that they implicity accepted the whole agreement as they made the transaction, and it is not logic totally that i agreed to pay 3000 $ as down payment as they stated in their reply and i ask for 7000$ services as they stated, this is not logic at all, any way i dont want to go forward with this company in any purchase, but i want my money back, and i am the owner of this money and as they got this money from my international account, i am insisting that they return my money to my international account in the same bank which issued the credit card, and they already kept the money for more than 3 month now, and what they are asking to make the bank send a letter to them is not doable, cause this money is not the bank money, it is my money, i want a fast action from walker group to refund my money by an international swift transfer, incase they agreed to proceed in the fund, i will post my personal checking account data through bbb auto, so i am requesting bbb auto to monitor the 7000$ refund to my international bank account.
  
  Sincerely,
  
  ********** *******

  Business Response

  Date: 03/29/2023

  While we do not agree with the events as Mr ******* described, we did try again today to (credit back) the credit card he used for the $7000.00 and again were turned down.   We will call the customer and try and find another solution. 

  Thank you BBB for your help in this matter!

  Customer Answer

  Date: 03/29/2023

  
  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.

  Walker group called me today and asked me to come to puckup a check with 7 kUS as a refund, and i got the check, thanks BBB auto to your help.

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

• Initial Complaint

  Date:08/22/2022

  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.

  1. Date of Providing advance for Toyota Prius Vehicle purchase : April 22, 2022 ; Amount deposited : $1000 2. Business committed to provide Toyota Prius once it's received by the dealership. 3. Nature of dispute: Walker Toyota dealership communicated to me on text Aug 20th 2022 that I can collect the Prius vehicle(Vin#***************** ) on August 21st 2022 for a purchase price of $28,062.00 . After that they called and said I will need to trade-in my vehicle if I want to get the new vehicle. I did not want to trade-in the vehicle at the price they setup for it is lower that what many websites were offering for cash purchase. I called Toyota and they indicated that it is not required for buyer to trade-in any vehicles. 4. The business has not tried to resolve the problem. They now are saying they will not give the Toyota Prius to me with or without trade-in. 5. I have the documented proof for paying the advance and all the chat text's exchanged with dealership.

  Business Response

  Date: 08/31/2022

  Once the car came in the customer changed the structure of the deal.   We told him that would not work for us, he then made threats and demands on us to the point we decided that we did not want to start off like that with a threatening customer.  So we sold the car to someone else after returning his deposit.  

   

  Thanks, Walker Auto Group

  Customer Answer

  Date: 09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: Dealership was forcing me to trade-in my vehicle and said if I do not trade-in they will not give me the new vehicle Prius  LE and MSRP is $28,062.  I have the text transcript that provides the details. A buyer has a choice to trade-in or buy vehicle at the MSRP. The dealership did not offer that choice which consumer's  have of buying vehicle at the MSRP (in this case $28,032) or adjusted price based on trade-in.  

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

  Business Response

  Date: 09/06/2022

  The text (attached) from Mr ******** shows that he orginally planned to trade in his car but changed his mind.   When we told him we needed the trade to make the deal he made threats and demands that made us decide that we did not want to start off with a customer like that.  Like most dealers we are only getting a small percentage of cars compared to what we used to get,  so in turn we need to look at what has a trade and what does not on each deal we make.

   

  Thanks, Walker Auto Group

  Customer Answer

  Date: 09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: See attached text exchange which highlights that I had option of buying with or without trade-in.  
  Sincerely,
  
  ******* ********