ComplaintsforToyota Knoxville

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front bumper of my vehicle dropped from underneath my vehicle while driving down the highway for no reason almost causing myself and my children to be in a wreck on the interstate. The dealer has a recall on this part but says they don't have enough parts to fix it for free. Although, they said I could pay for the repair. So NOT having the parts isn't the issue. The safety of human lives boils down to money. The company cannot give me an estimated time in which the recall will be resolved and has been giving me the run around for 8 months so far.

  Business response

  03/19/2024

  The guest has an open interim safety recall on the vehicle, Interim Notice 23TB12.  The Toyota Motor Sales recall does not have a remedy available yet. Once the remedy and parts are available the guest will be notified by Toyota Corporate to schedule an appointment for the vehicle to be repaired.  During the interim period the guest is welcome drop their vehicle off at the dealership and rent a vehicle through our Toyota TRAC program.  The cost of the rental is paid by Toyota Motor Sales.  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please be aware Toyota the corporation is denying recall repairs on vehicles despite being within the year listed. My vin number didn't match the record but the tie rod failed as described and could have killed me and my family. Attached is their own internal memo and a picture of the tie rod that failed and could have killed us.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from the dealership on 9-6-22. I had to point out that there was unrepaired damage on the car while it was on their lot. They didn't even know about it, but did fix it. On 10-8-22, less than a month later, my check engine light came on. I stopped by a local Advance auto parts and had them run a code check on it. It came back with a problem on the Idle Air Control System. I took the car to the Nissan dealership in Knoxville who told me the battery was bad and it had damaged the computer in the car. Prior to authorizing repairs with them, I called the Toyota dealership. I talked to someone who claimed to be a sales manager. I don't remember his name. He brushed me off, gave me a speech about changing temperatures and told me that it was their policy that it wasn't their fault. I asked for his manager to call me and he told me he would pass ** along but that his boss was "out walking in their 4 acres somewhere". I never got a call. I felt belittled and like they just didn't care. I am looking to be reimbursed for the cost of replacing the battery and repairing the computer it damaged and can provide proof of the repairs. I had not even made the first payment on the car yet when this happened and feel totally let down by this dealership. This was the 2nd car I've purchased from them, and, if this is how it ends up, it will be the last. If the dealership chooses not to cover this, I will never return to this location. The Nissan dealership even told me that it was likely that the battery was bad but that the Toyota dealership would fight me on it cause they would say they had tested it and it wasn't their problem, which is what they told me. This car was only 3 years old, had existing damage (that I had to make them aware of) and a bad battery. If I could have returned the vehicle at that point, I would have.

  Business response

  11/18/2022

  Business Response /* (1000, 7, 2022/11/09) */ Mr Shula purchased a preown vehicle. Pulled the service inspection on vehicle purchased and has a print out were the battery passed **** test. Customer called advising he had taken to a Nissan store that said we sold defective battery? The battery was tested and passed ***** in our inventory. Advised customer battery is a wear item and know way we would know when it would fail. The preown vehicle comes with a 30 day 50/50 power train warranty, this doesn't qualify for powertrain. The customer had vehicle for over month if defective would not have worked for that time. Customer advised he will post everyday to hurt the dealership. We ask this case be closed. Consumer Response /* (3000, 9, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not concerned about the dealerships policy. It seems that the same "sales manager" that talked down to me the day I called is the one that is responding to this message. I did threaten to post every day on Facebook. I only made a single post to which the dealership did not reply. This is exceptionally poor customer service. The fact is that I bought a vehicle from this dealership and had to pay for a significant repair within 30 days of ownership. I have discussed this with people that I know and have heard many other stories of poor service from this dealership. I am completely unimpressed and will not be returning. The sales manager is condescending, arrogant, and has not concern with how poor his dealership is looking. He is only concerned about getting rid of me and my complaint.I will agree to close the complaint once I am reimbursed for the significant repair that I had to pay for within 30 days of ownership. Business Response /* (4000, 11, 2022/11/10) */ The dealership would not be able to warranty a battery after purchase of almost a month. We can provide a battery test sheet where the battery was tested. The battery was good at time of purchase if it was not it would not have worked for over a month. We apologize the consumer had an issue but we can't cover a battery after the fact. We truly appreciate the Oporto earn the consumers business but they would be liable for a wear item such as a battery. We ask this case be closed because it's not the business responsibility to continue pay for things after the sale. If the battery was bad at purchase of course we would pay for it. Thank you for consideration closing.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billed for service at Toyota Knoxville for a Camry covered under ToyotaCare. I'm reporting an apparent fraud claim regarding the ToyotaCare program at Toyota Knoxville. We took the 2020 Toyota Camry VIN 4T1L11AK0LUXXXXXX in for service on July 15, 2022 in response to a ToyotaCare email that specifically mentioned tire rotation, inspection, cabin air filter, and engine oil. When the service was completed, Timothy Gorman presented my son for the full invoice amount of $259.29, which he assumed wasn't covered under ToyotaCare. He paid this in full. We contacted the dealership on Saturday, July XX XXXX, and requested the payment for ToyotaCare-covered services be refunded ($220.29). The service advisor said it was an incorrect charge and would get back to us when he talked to his manager regarding the refund. No return call was ever received. We followed up with an email to the dealership, but no response was received. Finally, on Tuesday, August 2, 2022, my wife and I visited the service center and met with Michelle Abele (Service Manager) in person. Michelle said that the oil change could be refunded but tire rotation/balancing, cabin filter change, and engine air filter service could not be refunded because they were not part of this service interval, and we're not reimburse-able by ToyotaCare. She said the ToyotaCare program allows Toyota dealerships to bill Toyota Corporation directly for services/materials used in the ToyotaCare service, but only engine oil and the engine filter were part of this service. We showed her the Toyota Corporate email that clearly showed everything except the engine air filter was covered by ToyotaCare. She disagreed with the email, saying it did not pertain to service items with this particular service interval. She refunded us for the engine oil/engine oil filter amount of $86.03, and we left the dealership without resolution on the remaining $134.26 of service items specifically covered in the ToyotaCare email.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/06) */ Contact Name and Title: Michael H. Service Dir. Contact Phone: XXXXXXXXXX Contact Email: *****@toyotaknoxville.com Guest has Toyota Care that was still available for use. The service advisor did not catch this during the initial write up and the guest did not mention this either. The service advisor discussed the service recommended and the cost for the visit. The guest approved all work as well as the cost and signed off on the repair order. There are 2 items that are not covered under the Toyota Care XXXXX mile maintenance, The wheel balance and the engine air filter. Although these items are not covered, since we caused such an inconvenience we agree that a full refund is justifiable. We have refunded the guest the full invoice.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle a couple weeks ago from this dealership. I asked what the sticker price was for the vehicle and was told in a text it was $49700. I was specific in the text. My credit union wanted to know the window sticker price. I was assured it was 49700. My credit union would only do 45,000. Which I thought strange. So they got the vehicle finance through Toyota since I was on vacation. When I got home I was still working with the credit union to get the better rate. Finally last Wednesday I got a duplicate window sticker. It was for 44,700. Thats why the credit union wouldn't agree to do the loan. It was $5000 over stick. I did not agree to pay $5000 over sticker. I was lied to and signed those loan papers under false pretenses. I asked twice before I signed the loan if the sticker price was $49K and was assured that it was. The window sticker was removed from the vehicle before I was allowed to see it. My credit union would give me a loan for $45K which is what the vehicle is stickered for. I was lied to and falsely led into this deal. I would never pay 5K over sticker they could have kept it. I just want my $5000 paid on my loan or a check for that amount sent to me. I have tried talking to the salesman and the higher up managers with out any success. I would have never paid that if I had been provided the window sticker Prior to signing the sales agreement. I can not believe they are allowed to sell a vehicle without all of its paper work with it. I was also forced to buy a $450 theft policy which I was told it was required by the state of Tenn. not sure this is true either. Plz help me I feel awful that I have been ripped off by this dealership. I tried to work with them to take the car back or to plz give me the $5K back because they told me that sticker was 49K. The sticker was only 45K. I was lied to and misled into the purchase of this 2022 Toyota Highlander. I feel these are criminal offenses and I just want my money

  Business response

  07/13/2022

  Business Response /* (1000, 18, 2022/06/27) */ Customer was here on vacation and found vehicle and decided to purchase. Customer agreed to price and she has signed several deal sheets. Customer also purchased extended warranty and requested to purchase gap insurance. Pulled deal all documents bill of sale are signed at price sent to customer. Customer purchased vehicle then had complaint when she wanted to refinance. Customer request just bring vehicle back or send her $5k. She owns the vehicle we could trade for car, sales associate also sent information for wholesale value being more than she paid. We ask this case be closed. Thank you

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I mentioned bringing a quote due to Toyota neglance that caused damage to my subs. They told me "I just better not show up" in a very threatening way. By service manager

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/08) */ Customer brought vehicle to Toyota Knoxville for the radio not working. Customer had too many emoji's on their phone causing issue. Toyota manufacture advised reflash head unit. Dealership completed the work as advised by Toyota. Customer came back said we blew his aftermarket sub woofers. Spoke to Toyota and they advised that would not be possible from work completed. Customer asking us to pay for speakers we did not damage. Customer also advised was told not to come into store in threatening way. We can provide actual phone call if requested to prove that is simply not true. For these reasons we ask this case be closed. Consumer Response /* (2000, 11, 2022/03/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's whatever. They gonna say what makes them look good but the employee did tell me in a threatening manner "you best not come down here" . So keep lying. It's whatever I'll make sure everyone knows about this Toyota location Consumer Response /* (3000, 15, 2022/03/09) */ Did not select satisfied due to computer glitch. This 2nd time this has happened that has nothing to do with my phone. Toyota Knoxville was instructed not to perform hard reset on my vehicle because they messed up my subs by damaging wire due to electricity disruption. The first time this was done sound factory did not charge. This time the idiots at Toyota reset it again when I instructed them not to. I would love phone call to be turned over because management in a threatening voice told me I just better not come down there. ****** service I can stop going to this location but being told in a threatening voice I better not come down there when I told them I would with quote. That was a threat that needs handled. All the ******** they messed up when comes to service don't care anymore I'll make sure not to go near Toyota Knoxville again. If comes to it I'll get rid of this peice of ****.this claim has nothing to do with their neglance this has to do with the threat I received. I asked to talk to them about the damage and I was told "you better not come down here" . Consumer Response /* (3000, 17, 2022/03/09) */ Did not mean to click satisfied . But this was a threat . I'd love for phone call to be turned over

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October my car had two alerts pop up...one was the blind side monitor unavailable and the other was rear cross traffic alert unavailable. I scheduled an appointment to have it looked at on October 20th. While dropping it off, the service person had asked me if anything had happened to my passenger side rear fender. I told him that I bumped into a hook on the front of a truck on June 29th, but it was a very small dent and didn't crack anything. I immediately took it to be repaired by a body shop and all that had to be done was the corner bumped out. It didn't do any damage within and I hadn't had ANY problems with it until the week of October 20th. The gentleman at Toyota told me this would not be covered by the warranty that I purchased when I bought the car in March because it was an external cause. I DO NOT believe that because if it had been from the bump, I would've had a problem sooner. I could've lied when he asked me if anything had happened to the corner, but I didn't. I was honest, which doesn't seem to go very far these days. I feel that the warranty should have covered the problem, instead of me having to pay $783 for the repair. I did receive a call from headquarters and they told me there wasn't anything that could be done. I have a hard time believing that as well. I don't think I will be purchasing another Toyota vehicle because of this one thing. I'm a very loyal customer to companies who take care of their customers. I don't feel like I'm asking for anything unreasonable, especially when I paid for an extended warranty that I know they made money off of as well. I'm just looking to get my $783 back.

  Business response

  01/28/2022

  Business Response /* (1000, 8, 2022/01/13) */ ** ******* came to Toyota Knoxville on October 20th 2021 with complaint of blind spot monitor unavailable after inspection found damage to car and recalibrate sensor it was misaligned. Customer complaint of damage was old and the sensor just started acting up. Codes in vehicle advised recalibrate sensor no matter when accident occurred the sensor was not in correct alignment. After we recalibrated it fixed issue and is not issue anymore. We completed work we advised customer and it fixed issue that should for sure indicate customer to go to collision center not the place who fixed it. Please close this case this is completely wrong. We also because they complained gave them $170 off that repair as one time goodwill gesture.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2016 Infiniti QX80 from Toyota Knoxville on October 2nd, 2021. The night we took it home the car started missing. I contacted my salesman, Chad Shelton, and informed him of the issue. He never contacted me back. We made a appointment with the Toyota Knoxville service department for Monday October 25th at 7:15 am. We waited in the waiting area while our car was being diagnosed to be informed that the fan clutch needed replaced. We left the car there for repairs. We picked the car up several days later and then there was a vibrating noise that had appeared after the repair. We took the car back to Toyota Knoxville service department and they are refusing to fix the vibrating noise. We took the Infiniti to Harper Infiniti and their diagnosis for the vibration was STUD BROKEN OFF INSIDE FAN CLUTCH PULLEY. WILL NEED TO REMOVE FAN, CLUTCH, BELT AND PULLEY. AND THEN MAYBE BE ABLE TO REMOVE BROKEN STUD. * REPLACE STUD AND NUT. MAY NEED TO DRILL OUT STUD. DOING THAT, WILL HAVE TO REMOVE RADIATOR AND CONDENSER ASSEMBLY IF HAVE TO DRILL OUT STUD. So, the issue is a result from Toyota Knoxville's repair on the fan clutch and they refuse to service this vehicle further. We were informed it's "our problem now" and we needed to take it elsewhere.

  Business response

  04/12/2022

  Business Response /* (1000, 14, 2022/04/12) */ Toyota Knoxville has spoken to this customer and we agreed to pay for the cost. When speaking with customer they advised they are happy now. Not sure your records are up to date. I would also consider reaching out by phone because your organization has sent 4 cases I know of that have been emailed but I never received. Please consider taking effort to make sure the business received the actual complaint so they have a opportunity to speak thief part. Total disadvantage when businesses would for sure like the opportunity to make a customer issue right.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a car from Toyota Knoxville 2 months ago, and this purchase has become a nightmare. 1. I HAVE NOT received my tag...I was told by the person who does tags at the store that she was behind in her work...My 2nd tag expired this week...I 2. When I purchased the car, there was NO OIL in it...I was basically called a liar and told that mistakes happen concerning this issue... 3..There is PAINT COMING OFF THE FRONT OF THE CAR...This issue was not pointed out and certainly not taken into consideration when pricing the vehicle... 4. There are unprofessional repairs near one of the car's back wheels...This was ONCE MORE not mentioned nor reflected in the price of the car... 5. The dealer's claim is that the car was inspected, however, none of these issues were mentioned...The sales person I dealt with, ****, has no integrity at all, and I suspect this is true of the rest of the staff...If the car had been inspected, did he just forget to let me know?

  Business response

  03/11/2022

  Business Response /* (1000, 15, 2022/03/11) */ Customer spoke to **** we actually had changed oil and he verified and he has bought 2 cars from ****. Last time GSM **** spoke to him he was happy. Consumer Response /* (3000, 17, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I havent bought 2 cars at the dealership, and I PAID to have the oil changed, the dealership had nothing to do with it...STILL my concerns are unanswered.,.I can see that Toyota Knoxville has the customer rating it deserves...I have certainly warned quite a few folks about their lies...

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/21/21 I first took my Prius to Toyota Knoxville for general maintenance and to fix a leak in my rear hatchback window. I worked with ******** ****** Tech number 3495 inspected the car for leak and determined I would need a new weatherstrip. I paid $170 for the inspection to find the leak, plus more for the strip, totaling $365.55. Since they didn't have the part in I had to return on 7/27/21 and paid an additional $85.00 for labor to install the weatherstrip. The total JUST to fix the leak was $450.55. Approximately two weeks later, when I did not park my car in the carport over a rainy night, I came out to find the hatchback leaking in the exact same place. I called Toyota and got an appointment for 9/13/21. After waiting for about 6 hours, I was finally told that the leak had actually just been a seal on the windshield wiper. They wanted me to pay again to fix it. I asked for the diagnostic money back ($170) since it was incorrect. They would not work with me and I left.

  Business response

  03/11/2022

  Business Response /* (1000, 14, 2022/03/11) */ Service Director at Toyota Knoxville has reached out to the guest and installed the part that was leaking on the guests vehicle at no charge. The guest is now satisfied. Consumer Response /* (3000, 16, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we are grateful that they fixed the problem which turned out to be less than $100 it would still be nice to get the refund for the unnecessary work they did to reseal the entire window which cost an awful lot of money. Business Response /* (4000, 18, 2022/03/15) */ We thank the guest for their service visit and we are sorry to hear about their displeasure with our technicians findings. We have noted that the tech found multiple water leaks. The second leak that the tech found was repaired at no cost to the guest. At this time we will not be offering any further goodwill assistance for the guest.

*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. ↩