ComplaintsforMidland's Toyota

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2024 Tundra the rear door window shaking ,when the glass is half way down ,the Southeast Toyota repair technician is saying there is no problem, or repair you just can’t have your window half way down ,when you are driving on the interstate 60 or above

  Business response

  06/25/2024

  After initial inspection by our technicians, we found that everything was operating within normal limits.  We then had a field technical specialist from Toyota come into the store to inspect the vehicle.   He inspected the vehicle and also compared the window to one on another new truck.  His conclusion was the same.   There were no defects to parts, materials or workmanship.  The windows were operating properly.   If there are any other concerns, these would have to be handled through Toyota as they manufacture the vehicle. 

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:I have pictures of my window seal and another truck it’s evidence that my window has a bigger gap ,why Toyota won’t repair or replace the seal I’m not sure . All  I  want is to be able to enjoy the truck without any issues 
  
  Sincerely,
  
  **** ********

  Business response

  07/01/2024

  As I stated in our first response, we had a representative from Toyotas technical team inspect the vehicle and they deemed nothing was wrong.  Toyota then dictates what would or would not be covered under warranty if there were a manufacturing defect.  Any further discussions would have to take place with Toyota directly as they decided the vehicle was in proper working condition and they would be the entity to decide what is and what is not covered under warranty.  We as a dealership have exhausted all possible avenues to assist the customer at this point in time.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 0f 2023 we informed the Toyota Service Center on Killian Road that our 2021 Toyota Sienna, which we purchased there, had two issues that needed to be resolved and were covered under warranty at the time. 1. The USB port at the front of the car is intermittent. We were advised to change cords previously, which we did and by chance we upgraded phones as well. The cords and phones all worked on other ports in the car. That port is the only problem. We informed them it needed to be changed. 2. The passenger side middle seat will not properly latch down. We were told that parts needed to be ordered and they would call us. Over the next year we had oil change appointments and each time were told they would check on the parts progress to no avail. On April 16, 2024 we took our car in to have a tire changed, which was covered. We asked the staff to check on the USB port and the seat. When we picked up the car, we were told the warranty had run out on these issues and there would be a charge of $192.89. We were never asked if we wanted to proceed with this diagnostic given the warranty lapse and were made to pay the money. My husband reminded the manager he spoke with that we had been reminding them of the issues for a year. The manager said you'll need to take it up with corporate. I posted a ****** review and sent a review to Toyota of the company outlining the incident. The general manager called and said he would fix the issues for free if we took down the review. On April 30, 2024 he called my husband and said he would no longer fix the issues because the Toyota review could not be removed. In essence, this was retribution for my honest review of the situation, all of which could have been avoided had they fixed the issues while it was under warranty. I believe we deserve a refund of the funds, as well as the two issues to be resolved for free.

  Business response

  05/02/2024

  In May of 2023, the customer concern regarding the passenger seat not properly latching was not documented on the repair order nor was it documented for the customer to approve.  We do not do any diagnostics without the customers approval in writing on the repair order.  Conversely, on August 28, 2023, the repair order did have a concern regarding the folding lever was inoperative, the seat bottom felt loose and the child restraint felt loose.  This type of safety concern is reserved for a Master Technician which was not available that day.  We notified the customer that they would need to schedule a time to have a Master Technician look at this issue.  The customer did not call to schedule this appointment.  The next interaction with the customer was 1/31/2024 for a normal service.  This concern did not qualify for warranty repair as the vehicle had 41,341 miles on it. 

  As for the USB port, we could not replicate the customer concern on August 28, 2023.  If we cannot replicate the customer concern, it is impossible to try and diagnose as the port was working fine when tested.  We also did not charge the customer a diagnostic fee for this test as it was out of warranty.  We extended a courtesy to the customer on this visit as well.  

  There have been multiple instances when the customer has brought a concern to our attention, and we have waived the diagnostic fee.

  When the customer chose to place bad reviews online, our service manager (not General Manager) spoke to the customers husband, and we agreed that we would take care of the cost of the trim piece to make them happy customers again.  After we agreed that this would change their experience and they would modify their reviews.  After this agreement took place, the customer then filled out another survey with Toyota that was less than flattering.

  The dealership felt that we could not make this customer happy, and it would be best if they brought their car to another dealership for their concerns after the last survey.  We feel like we did everything possible to make the customer happy.  

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because the narrative painted by the business response is false.  We did call to set up appointments for the seat to be fixed.  We were told parts were on back order, and we would be called when they arrived, and we could schedule.  We followed up during regular maintenance in addition to that.  We were also never told that any checking of the USB was comped.  We were not told that the warranty had run out.  Communication with us over the past months has been a problem.  We purchased two cars through this business and have had our cars serviced there for 13 years with no complaints.  We purchased every extended service/warranty offered to us to ensure we kept unexpected costs from arising.  The idea that we are suddenly never satisfied after 13 years is absurd.  My husband was not told there would be a charge for the diagnostic, and the day he picked it up he was told the only thing done was a worker plugged his phone in.  He mentioned this to the manager he spoke with who said he should not have said that.  I believe we should receive a refund.       
  
  Sincerely,
  
  ** ****** ******

  Business response

  05/07/2024

  We will refund the customer the $192.89 as an act of good faith.  The dealership still takes the position that we did nothing wrong.  We would suggest that the customer finds a new place to service their vehicles moving forward.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 12-23-2023 I purchased a 2018 Honda HRV from this dealer. Ryan G**** and a manager sold me at price that included a 12 month bumper to bumper warranty, 3 oil changes, and Premier exterior paint protection package. During the paperwork process they left out the 12 month warranty. I inquired about it, and the finance manager had no clue what I was talking about. He called Ryan G**** and Finally they came up with some warranty paperwork. I am still looking into this for validity. However, I asked when the paint protection was going to be done. Which was quoted and advertised at a $796 value. Ryan G**** told me it had already been done. I asked how would I know. He said they would be a sticker inside the window. I said I see no sticker. He said no problem. I will get it done. Even if its already been done. He would have it done again. Nothing was done. I went back to the dealership and spoke with Ryan again and asked when I could bring the vehicle to get it done. He said anytime. I asked him what all it included. He stated paint protection ceramic coated and also the interior would be treated professionally. I said okay. I would have my son bring the car by one day. My son went and had the oil changed at the dealer and spoke to the service desk about the paint protection being done. They had no clue what he was talking about. He then found Ryan G****. Ryan said he would take care of it. Took the car and kept it for an hour. Then brought back the car. Stated it was done. There was nothing done to the car. It was still dirty on the outside and nothing on the inside had even been touch. Everything was exactly the way it was. On 2-19-2023 I sent Ryan G**** an email. In regards to the matter and told him I wanted a refund of $796 for the service they charged me for but did not deliver. I asked him to forward the email to his management team, but no response. On 2-25-2024 I sent a follow up email to Ryan G****. Still no response. Keep in mind. This is a service they advertise on all their vehicles. I have a picture of what they put on their vehicles.

  Business response

  03/05/2024

  We have left 3 messages for the customer to contact us to resolve his concerns with no return calls as of this moment.

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: The dealer has called me three times. The first time I thought it was a scammer call as the name that came up was Cougar Columbia. Never heard of such a thing. No voice mail was left. The dealer called two more times and left voicemails. I returned the call both times. The first time the operator transferred me and I got no one on the other end. The 2nd time I called. The operator told me the Manager that had been calling me was out for the day and she did not know when he would be back to the dealership period. I attempted a 3rd time and I was told he was in a meeting, to call back in a couple of hours. I called back a fourth time and the operator could not locate him. I asked to speak with another manager that was more available. She stated they were all busy. I explained to her why I was calling and how many times I had attempted and asked her to call him on his phone. She would not, but said she would send out an email to all the managers for one of them to give me a call ASAP. However, no one called. 

  The manager Christopher indicated in his voicemail they he was going to get my money refunded but he needed to speak with me. Okay, he is never available, and I am busy as well. What information does he need? They currently have all of my information. They know the Premium paint protection was never done. They have had several opportunities to get it done. At this point I do not want it done and question even if it's a real thing. There service department did not know what it was.   I have asked to have my money refunded in the amount of $796 (the amount they advertised this service cost) either to the financing bank or to me personally. What does he need to talk about? He also has my email address that he could easily send me an email if he needs additional information that is imperative to getting this issue resolved. If he does not have my email. I have provided it here: **********@live.com. 

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

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment with the level of service I received at your dealership recently. As a loyal new customer who purchased a 2015 Toyota Rav4 in July 2023, I expected better treatment and professionalism, but unfortunately, my experience fell far short of the expectations. On February 19, 2024 (which was extended to February 21, 2024) I brought my vehicle in for a routine oil change. From the moment I realized it was evident that there were significant issues with the organization and efficiency of your service department. Despite having made an appointment in advance, I was kept waiting for an unreasonably long time before I had to actively sought out the service advisor, Jess Vone Deas. At that point I was told I had an oil leak which needed to be repaired and I would need a rental car (which was nice, but it was a 7 or 8 passenger van, I am 70 years old and needed to drive a smaller vehicle). Then I was told that I needed brakes and ball joints as well as rear work on the vehicle. Ms. Vone D*** stated that it was covered under the Service Agreement I purchased when buying the car. I was told if I get the brakes, it would be $199.00 or lifetime for $400.00 which was not covered by the Service Agreement. I am a senior citizen on a fixed income even though I still work. What is most troubling about this situation is that I do not have any documentation/paperwork of what transpired at Midlands Toyota during the 3 days that I was inconvenienced but a receipt of $497.40 for brakes that now I believe I probably did not need. Please forward to me all relevant documentation with regard to my vehicle. Please investigate this situation and take immediate action to address these issues within your service department to ensure that other customers do not have to endure similar frustrations. I can be contacted at (803)319-0137.

  Business response

  02/27/2024

  We are sorry for you not receiving a copy of your receipt and a more detailed explanation of what was performed.  A copy has been emailed to you and our service manager did reach out to you via phone to address your concerns.  Thank you for bringing this to our attention and giving us an opportunity to remedy the situation.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased ‘23 Platinum Sequoia for $80,464.43 on 8/9/23. A deposit of $1k was given on 7/13. Check was written for $32k on 8/8 as a down payment when completing paperwork. Robert Carter incorrectly completed the bill of sale stating $34k was put down and balance due = $46,464.43. Midlands requested that balance from **** and received deposit on 8/9. Accounting dept found Bobs error in paperwork on 8/11. Bob texted me on 8/12 to which I informed him of a sick pet in the emergency vet and asked to call him later in the day and I followed through. As Bob instructed, I called **** on 8/15 to try and rectify the error on behalf of Midlands. **** informed me that there was nothing that could be done. I promptly called Bob with this information and asked what other options we had. On 8/17 I was contacted by the finance manager Todd A**** who informed me that Midlands would not be processing the tag paperwork for my vehicle, in which I paid $185 for them to do. On 8/18 I was contacted by Jeff P***** asking for a return phone call. On 8/21 I was contacted by Matt McIntyre the general sales manager. I called back only to hear him demand $1k, told me I owed them money because “I’m driving their car that I didn’t pay for”. I offered to pay the difference in my payment which is $20/month, he refused. Matt continued to talk over me. He escalated to making threats about “turning the $1k I owe in to collections to destroy my credit”. I was gaslit and patronized the entire call asking why “I’m driving an $81,000 car I can’t afford”. The call ended with a threat of Midlands attorney. After that phone call, I made 5 attempts to reach someone at the dealership to ask for a call back from the General Manager Chris F*********. My calls were unanswered and sent to a “mailbox full” so I could not leave a message. I would like a phone call from Chris F********* ASAP to resolve this matter. Furthermore, the harassment from the employees at this dealership needs to stop.

  Business response

  08/23/2023

  I just spoke with Mrs. ******** and did apologize for not getting back to her sooner.  I have been out of town.  During our conversation, Mrs. ******** voiced her concerns regarding her experience with our staff.  I addressed her concerns immediately and Mrs. ******** was satisfied by the end of the conversation.  I have also addressed the issues internally with the staff here.  Mrs. ******** is aware that she can call me anytime in the future for any needs that she may have.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 26, 2023 I received service on my 2019 Toyota Highlander. I was told I needed brakes. I was told $299 per axle for brakes. I asked if any specials by them or Toyota and was told no. I received brake service. I later discovered after picking up vehicle that Toyota does have a $199 brake special. Thus I was charged $200 extra. I brought this to the attention of the service person who indicated they would honor that price. However, they have refused to refund the difference. I was misled twice and over charged. I have added pictures of my text conversation with Colton, the service person.

  Business response

  07/12/2023

  The dealership contacted the customer and explained that the coupon he was referring to was from Toyota and was valid with participating Toyota dealers.  We also explained that were not a participating dealer with this specific coupon.  As an act of good faith, we did issue a refund via mail to the customer for the difference between what he was charged and the coupon amount.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date is June 5th brought car in for a oil change.The company claim to have change my oil charge me $90.44 .for the oil change after I drove to Atlanta I notice my car wasn't running right .got out and check the oil and didn't see anything on the stick.took it to covaco tire and service and had it check.He put 3 quarts of oil in this was on June 20th which is just 15 days supposed after they said they had change my oil.When I call them a tried to resolve the problem.the Manger told me that I should have call him when I was at covaco tire and service.I told him that I would give him the number he didn't want it I thought he was being very unreasonable since I got charged for something that I didn't get period.

  Business response

  06/28/2023

  We requested for the customer return to the dealership to inspect the vehicle and she was in GA.  We then decided to refund the customers money in good faith as we did not have an opportunity to inspect the vehicle to see what happened.  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First time buyer experience, complete one star. Accompanied my daughter at this dealership in purchasing her very first car, she did all the necessary research and decided to purchase a new Toyota Corolla, excited as she was, nervous energy soon got the best of her. We negotiated what she and I both felt like a fair deal, however this is where the rubber literally meet the road. Financing was a breeze as she has always been a good Stuart of her blessings. Nevertheless, upon the final stage of signing the paperwork, (monthly payments and interest rate) already agreed upon, the finance mgr on his iPad zoomed in on the truth in lending statement as to conceal finance charges and interest rates. I quickly noticed this and gently pinched the iPad to reveal a full view. And folks there is was, she had much lower payment that we agreed upon earlier. Now this would ordinarily not be an issue, but when I asked the finance mgr about it he stated that they made an error in her favor and this was indeed her new payment. I immediately felt deceived, as this amount was a pre packaged extended warranty that we just spent the last 2 hours debating and decided not to be in her best interest as she would not have the car that long and it would be a total waste of money. He even displayed the brochure and verbalized that he could give us the platinum plan for a mere 8 dollars a month more; only because he already pre packaged the gold plan into the loan. When I asked Todd Finance mgr about this he ensured me that he’s been doing financing for over 20 years and either I was mistaken or could not understand. Yet I understood perfectly, he pre packaged a loan that included a warranty that was basically useless at this point, he never discussed this warranty, we never agreed nor was there any resemblance of a verbal agreement to send that additional amount to the bank for financing. This was by far Midland Toyota attempt to PREY upon a young unsuspecting Afro-American Female in an attempt to line their pockets.

  Business response

  04/17/2023

  Our General Sales Manager Matt M******** has tried to call both the person who filed this complaint as well as the individual who purchased the vehicle.  He left his personal cell phone number to have them call him back to discuss.  Neither party has responded to the messages.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not sure the exact date. I took my SUV 2003 to Midlands Toyota to get the radio repaired. I had problems with the truck not cranking. The service manager called me back and told that I needed a battery. I bought the battery from Midlands. My radio was working and navigation and the radio was working. when I pick up my truck neither the radio or navigation system was working. The service guy told me that since this was an old truck, they didn't want to damage anything. I want them to get my navigation and working.

  Business response

  04/07/2023

  On 10/15/22, Mr. ******** brought in his 2003 vehicle with a concern that there was something killing his battery.  Our master diagnostic technician needed to start with a known working battery just to start the car to begin diagnostic to find what was draining the battery.  Initial findings found a short somewhere in the radio wiring harness.  In order to complete the diagnostic trace for the short in the harness, the dashboard and vent units would have to be deinstalled.  This requires a great deal of labor and risk based on the age of the car.  We offered to proceed with the diagnostics on the vehicle and the customer refused for us to perform the work based on the additional cost associated with the job.  Our technician unplugged the radio fuse to preserve the integrity of the new battery and the customer was aware of this at the time he picked up his vehicle (obviously it has been 6 months since his visit before lodging this complaint).   We would be more than happy to plug the fuse back in for the customer, but this will create the draw on the battery once again and the customer will be responsible for replacing batteries moving forward based on the short in the radio.  Unfortunately, 20 year old vehicles inherently have issues that are quite expensive to repair.  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 29, 2022, I purchased a 2016 Lexus RX350 from Midlands Toyota. I bought the vehicle “As Is.” The front tires were worn on the inside, but I had no issue with buying new tires and possibly getting an alignment. However, I was under the impression that the vehicle had been checked for other maintenance issues. I’ve purchased vehicles from this dealership before and thought them to be reputable. The next day I discovered the A/C on the driver side was blowing hot air. A couple days later I went to check the oil level but had to forcefully yank the dip stick out to see that the oil level was low. The trunk lift kept making a loud noise. A certified technician checked the vehicle and noticed right away that both the front and rear brake pads were aftermarket and that the rotors needed to be resurfaced. A technician also told me the car may need shocks because I kept hearing thumping noises when the car turned. The dealership took care of the A/C issue, sprayed the trunk cylinders with silicone and replaced the rear brake pads and resurfaced those rotors. The trunk noise only quieted down temporarily. However, they would not replace the front brake pads or resurface the front rotors. Now the car makes a horrible squealing noise when backing up. Midlands Toyota told me they would not cover anymore repairs because the car was bought “as is”. I was told they do a safety inspection before putting vehicles on the lot for sale. I understand I purchased the vehicle “as is,” but I don’t understand why a vehicle with so many problems would be for sale to begin with. I’ve wasted a lot of valuable time trying to get repairs done. It’s been 3 months now and my car is still not fixed. I would’ve filed a complaint already, but I wanted to give Midlands Toyota a chance. For all the money I paid, all I want is for Midlands Toyota to do the right thing and fix my issues.

  Business response

  01/02/2023

  In response to this complaint, the customer had purchased the vehicle approximately 2.5 months prior to filing his first "complaint" with the dealership.  Every "as is" vehicle does go through a safety inspection at the dealership and this one had passed the inspection.  The brakes in question passed the safety inspection when completed at the dealership.  As a gesture of good faith, the dealership replaced the brakes at no charge to the customer to satisfy his concerns.  We did not have to do this, but we chose to for the sake of customer satisfaction.  The customer acknowledges that this purchase was "as is" with no warranties yet wants us to repair items.  There is inherent risk when purchasing any used automobile that does not come with a warranty and this was acknowledged and signed off on by the customer.  Once again, Midlands Toyota has, in good faith, made repairs to the vehicle at no charge to the customer to try to satisfy him.  Midlands will not make any additional repairs to the vehicle for free.

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because Midlands Toyota is not taking responsibility for the quality of vehicles they're selling.

  My first complaint with the dealership was the day after purchase, when the A/C was blowing hot air. I've made several attempts to speak with the General Manager about my situation but never received a response. I appreciate Midland Toyota for all the repairs they have done. I believe they did so because I was a valued customer, having purchased so many cars from them in the past. Regardless of any warranty, Midlands Toyota should explain why they would put a vehicle on the lot that has so many maintenance issues without acknowledging they hadn't thoroughly checked the vehicle. A reputable business would have at least shown proof of maintenance as well as a safety check. Maintenance issues, like my squealing brakes, indicate a safety concern. Issues like malfunctioning A/C, faulty oil dipstick, low oil, noisy trunk lift, incompatible aftermarket brake pads, worn rotors, loose sunroof are expensive.The sunroof replacement alone cost over $1,500 and make the car worth less than its purchase price. I've also forwarded this complaint to the SC Department of Consumer Affairs. It's a disappointment and embarrassment that it has to come to this. I can't say anything positive about the dealership when people try to compliment me on the car. 
  
  Sincerely,
  
  ***** ********

*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. ↩