ComplaintsforMidland's Toyota

• 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,
  
  ***** ********

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed an agreement and gave a deposit on 01/20/2022. Was told it would take 6-8 weeks to get the vehicle. Still haven't received it. I checked their website and they had the requested vehicle available multiple times but keep selling them to customers that pay more than what we signed for. Each time I called they push me off with different lies. Jennifer, Jose and the rest of them have been caught in multiple lies and keep making up different excuses. hoping that we will eventually forget about it. I would like the vehicle deliver as promised.

  Business response

  11/22/2022

  We have tried to explain to the customer that we have a large demand for the model that they placed a deposit on.  All of our incoming models have been ordered and are spoken for including this customer.  We have had over 40 ordered units prior to and since they placed theirs and we have had only one XLE Sienna 8 passenger vans delivered per month since the customer placed their order.  When we have units available to distribute to this customer, we will be more than happy to do so.   We have offered many times to refund their deposit and this customer has declined to accept the refund.  Also, as everyone knows, there is an extreme shortage of new vehicles available to dealers.  This being said, if there were vehicles readily available, why would this consumer be purchasing from us (nearly 700 miles away) rather than a local dealer in New Jersey?  Just to reiterate, we would be more than happy to refund the customer their deposit so they can pursue other Toyota dealers closer to their location.  

  Customer response

  11/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: When I placed the order in Feb I was told that I am number 15 on the list. In April when Jennifer called asking if we want to wait a few more weeks she mentioned that most people on the list cancelled. If this is the case then I assume I should be higher on the list. On a side point, my brother was number 3 on the list and hasn't gotten his van either so their excuse doesn't add up.

  Furthermore, we emailed them a link to a van available on their website and was told it was given to another customer not on the list. This is all documented in emails and recordings from conversations had with Jennifer and Joe.

  Why we purchased from them is not their concern. They agreed to sell the vehicle and are backtracking because they want to sell it at a higher price to others. Jennifer actually mistakenly mentioned to us that they have sold multiple vans at a higher price point.

  They keep lying just to push me off. Everything is recorded and documented.

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle nearly a month ago. Had multiple issues with the sales rep, but it was eventually resolved. However, I was charged $1,000 dollars that was not even applied to my vehicles loan. And was forced to get ahold of ******** to dispute the fraudulent charge. Not only did I have that issue, but after all this time, and multiple calls, **** still has not got my loan information back from this dealership. They now go by Midland's Toyota. Multiple times I have been reassured that I'd get a call back and the issue will be resolved, but now my first payment is due and it will affect my credit; simply because they haven't sent my loan documents to my bank. Not the first issue in car purchasing I have had with them.

  Business response

  08/11/2022

  Business Response /* (1000, 15, 2022/08/02) */ The dealership sent the documents to **** via fax and they stated they never received them the first time. We then sent the documents again and they confirmed receipt. We are sorry for the inconvenience and will follow up with the credit union in the future to confirm that they received the loan documents.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items (part number 48158-33031), front insulators for order# ****** were purchased through internet website of dealership. I contacted the dealership and requested for return authorization because The parts sent to me were wrong parts (does not fit my 2005 Toyota Sienna LE). Amount of the items is $39.54. Their team told me to return the item with the enclosed invoice (#******). They received the items on march 31, 2022. I have contacted their Internet Parts Team several times since they received the parts. They responded to me only once since then. It's been a month now and they haven't responded and refund me. I believe that they have no intention of refunding me. All I would like is for them to refund me for the said parts in the amount of $39.54. I can't believe this dealership can lose their credibility for this small amount of money. I have been in business with several times, but now I might have to change my mind. Thanks for your time and help.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ This customer has two orders, the original being XXXXXX from 9/21/21 -and- XXXXXX from 3/24/22. On both orders the customer purchased part number# XXXXX-XXXXX (X), we received notification that they were wanting to return parts from XXXXXX, when we tried to complete the return in Revolution Parts (our online vendor) and it would not allow us to do the credit on that order due to the credit information to refund back to being removed due to the age of the order, but he was actually returning from order# ****** (which is from 3/24) not XXXXXX like the BBB information indicates. We have credited back 39.92 (the full amount for the parts) to order# XXXXXX.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part (right side mirror cover) and did not receive it or a refund for it ($60). I tried calling, and received emails from 2 different email addresses saying it was going to get refunded but it never did.

  Business response

  01/12/2022

  Business Response /* (1000, 8, 2021/12/30) */ This customer purchased some parts online from us on 9/23. The customer request us cancel the order after the original part they ordered didn't fit their vehicle, there was a pricing difference between the correct/incorrect part and contacted the customer, they told us they wanted to cancel and we did cancel and release the hold of the funds on 10/23, we have not taken any money from this customer. I have also called ****** to confirm this as well, they told me there is no further action we can do as we have already voided this transaction. Tried to call the customer to explain again but their voicemail is full

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 brand new tires from Dick Dyer Toyota November 14, 2019. I paid $497.99 for the tires. On November 23, 2021, I brought my 2014 Toyota Camry to the service center to get my tire fixed. I had a flat tire due to a nail being stuck in it. They wanted to charge me $50-$75 to fix it. I declined and decided to go to Discount Tires because they do repairs for free. Once I arrived at Discount Tires, the service representative told me that he could not touch my tire because it was "splitting". I asked him to look at my other 3 tires, and he showed me where the tires were splitting, and were "dry rotting". The representative also told me that the tires were made in 2018; the year 18 are marked on all 4 tires. This is where the problem comes into play. I was told that I was purchasing 4 brand new tires from Dick Dyer Toyota on Killian Commons Rd. November 14, 2019. Clearly these tires were already 1 years old when I purchased them. So these tires were sitting for a year or more before I purchased them. The dry rot did not happen on my clock. This is my main car and it gets driven alot. No time for it to sit and dry rot. I was lied to. The tires were not brand new. Brand new should have at least been tires for that current year. I called the dealership to ask them if they sale new and used tires. John M****** stated that they only sale new tires. Bottom line, I have only had these tires for 2 years!! No one buys 4 brand new tires for their vehicle every 2 years. I want a refund.

  Business response

  12/17/2021

  Business Response /* (1000, 8, 2021/12/08) */ We never sell and install used tires. Tires are stamped with the year and week the tire was manufactured. The tires installed on the 2014 camry were brand new. The tires as of 11/15/21 have 26,000 miles and 2 years of installed wear. If there is a defect with the tire, the manufacturer, ****** would need to be contacted. The ****** Conquest Touring tire installed on the 2014 camry has a 6 year manufacturer defect warranty. As with most products, there is a natural degradation over time and exposure to adverse environmental conditions with the rubber compounds that make up a tire. Being exposed to high ozone concentrations in the atmosphere, climate changes, outside elements and misuse, these materials can begin wearing down faster, which may lead to cracking or dry rotting. Too much exposure to UV rays from sunlight, especially in consistently warmer climates, is a leading cause of premature sidewall weathering. Its recommended to park in more shaded areas if your vehicle will be exposed to excessive heat and sunlight. Also, its recommended to clean your tire surface monthly with a washcloth using water and a mild dish soap. Avoid putting harmful chemicals that are petroleum-based on your tires like tire shine. Recommend customer to set appt with the us to inspect and if it is a defect, we can initiate the call to ******.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased part from dealer, arrived defective. Credit card date 9/14/21 returned part but did not get full credit credit date 9/23/21. will also dispute with **** amount is $67.69 Have video evidence that was reshipped from another supplier

  Business response

  11/18/2021

  Business Response /* (1000, 11, 2021/11/10) */ ***Document Attached*** The part in question came directly from Toyota. They do not ship or carry used parts. The part returned did look used. The customer acknowledged our return policy online at time of purchase (see uploaded document). Dick Dyer Toyota did exactly as asked by the customer and the part shipped from Toyota was new.

*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. ↩