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:10/03/2024

  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.

  Brought my car in for power steering line replacement. Car was not touched for an entire day but was charged labor. Then proceeded to upcharge everything. Replaced line over the following 2 days and in the process damaged my transmission cooling line in the process. Will not cover the coat for their at fault damage.

  Business Response

  Date: 10/17/2024

  Customer brought in vehicle with severe rust advised customer has leak with power steering and advised could be other issues also. Customer left with vehicle called back later with more transmission oil cooler. Customer said we caused issue by changing power steering line. This is not possible but it would be caused because the entire vehicle has rust and will continue to have more issues from the corrosion problem. Advised customer that we would help with additional repair and discounted the additional job $1k customer authorized completing repair at this time. Customer has called store we can provide provide very aggressive phone calls and we can provide the repair orders and we also can provide photos of rust damage. We ask this case be closed for these reason. Thank you

  Customer Answer

  Date: 10/24/2024

  This issue was not resolved by Toyota Knoxville. Have them provide to you all records from time of purchase. All pictures & all phone calls. You will see what happened. Make sure they provide you all communications back & forth between the service tech as well

• Initial Complaint

  Date:03/19/2024

  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.

  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

  Date: 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

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:10/25/2022

  Type:Product 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 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

  Date: 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

  Date:08/05/2022

  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.

  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

  Date: 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

  Date:06/01/2022

  Type:Product 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 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

  Date: 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