ComplaintsforPrinciple Toyota In Memphis

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 26, I traded in my vehicle and purchased a 2021 Toyota Highlander. I never got a title application or was told anything.On May 30, I called 2 tax collectors offices and spoke to 3 different employees regarding this issue. All 3 of them told me that selling a vehicle without a title is illegal. I also called my attorney and he told me that this is "title floating" which is illegal. My attorney also mentioned that if this doesn't get resolved soon then to contact him and we will proceed with the next steps. I called ************ which I am financed through, to see if they heard from Principle Toyota and I was told no. *********** stated they are waiting on documents from the dealership and have not heard anything.******* and I head back to the dealership to ** states he has a form he needs to fill out and get sent in, but it will not be sent in until the next day which means we won't hear back until Monday, June 3rd. ** also said that he was waiting to hear back from ************ which is not what I was told by ***********.Since my vehicle is sitting at Principle Toyota, I text AJ on June 3 asking him if he can have the service department fix the bumper because there is a recall on it. ***************************, in the service department, told me it would take maybe an hour and a half to fix. AJ text back " I will see if I can get it done for you." Here we are and it's June 5 and still haven't heard anything. Called the service department and the bumper isn't fixed and I still haven't heard anything back from AJ. I am beyond frustrated and ****** off the way things are handled at Principle Toyota of Hernando. Especially, after my family has bought 3 vehicles from there. I am to the point where I am going to report this to the **** I currently am paying $788 a month for this vehicle that is not registered to me and may never be registered to me so I may have to return it. Im 72 days out with no tag!!!

  Business response

  06/19/2024

  To Whom it may concern,

  I am not sure as to why my store, Principle Toyota in Memphis, is receiving this complaint. The customer clearly states in her complaint the issue is with Principle Toyota of Hernando. Please remove this complaint from our BBB account as we are two completely different dealerships. Principle Toyota / Principle Toyota in Memphis is NOT responsible for issues or complaints that happen at the HERNANDO location. Once again, please remove this complaint and direct it to the HERNANDO location. Thank you for your cooperation. 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have repeatedly asked by email and left voicemail message to the finance manager and general manager for a copy of the extended warranty that I purchased for $2,495 on December 11, 2023.

  Customer response

  01/20/2024

  The Sales Agreement that includes the warranty paid but have not received any documents on the warranty coverage.

  Customer response

  01/21/2024

  One of many emails requesting the extended warranty paperwork that I initialed on the date of purchase.

  Business response

  01/27/2024

  We appreciate the opportunity to address the concerns raised by ********************************************************************* in her recent BBB complaint. Our commitment to resolving customer issues in a timely and satisfactory manner is of utmost importance to us.
  
  After reviewing the email exchanges shared by ******************************************************, it is evident that there has been consistent communication between her and our finance manager, ***************************. Recognizing the sensitivity of personal information, we refrained from using our work email or traditional mail for document transmission. Instead, we opted for a secure method by sending the requested documents through encrypted email from our ******************* System (DMS), ensuring an added layer of protection through a password requirement.
  
  Our Sales Associate has also offered ****************************************************** the option to visit our dealership, where we would be more than willing to print and provide her with the physical copies of the requested documents. Unfortunately, we were not aware that this option remained a concern until we received notification from the BBB regarding the complaint.
  
  As the General Manager, I want to clarify that I have not received any messages, whether via phone or email, from ******************************************************. However, we sincerely apologize for any frustration she may have experienced during this process. Customer satisfaction is our top priority, and we regret any inconvenience caused.
  
  To expedite the resolution of this matter, we kindly invite ****************************************************** to visit our dealership at her earliest convenience, where we will be more than happy to provide her with the physical copies of the documents she is seeking. Our aim is to address and resolve this issue promptly, ensuring her satisfaction.
  
  I have also uploaded the emails as well to show that our finance manager did email the documents through our encrypted DMS called Tekion.
  
  We appreciate your attention to this matter and look forward to any guidance or assistance you can provide in facilitating a resolution. Thank you for your understanding.
  
  

  Customer response

  01/27/2024

   
  Complaint: 21173336
  
  I am rejecting this response because: I have even asked the General Manager to mail me the document.  At this point I would like to have the refund.
  I have proof that I sent an email to the General Manager requesting the document by mail.  To resolve this matter I request a refund.

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

  Business response

  01/31/2024

  I humbly apologize for any inconvenience ***************************************************************** my have experienced. But, I have searched my emails and all my voicemails and cannot find any correspondence with *****************************************************************. Personally, I make it a point to respond to all correspondence I receive. I can say very sincerely that I have never personally had any conversation or correspondence with ******************************************************************  Nevertheless, all this could simply be handled if ***************************************************************** would simply stop by the dealership and we would be more than happy to give her the physical copies of the documents she is requesting.  But, if ***************************************************************** would like to cancel the product and get a refund we are more than happy to accommodate her request.  She will simply need to email *********************** at ********************************************* requesting the cancellation of her extended service agreement.  ***************************************************************** will need to keep in mind, that since the vehicle and the extended service agreement was financed, the refunded amount of the vehicle service agreement will go to the lender and will be applied to the remaining balance on the account.  I sincerely hope this resolves this issue.  Once again, we sincerely apologize for any frustration this may have caused ******************************************************************

  Sincerely,

  ***********************
  General Manager
  Principle Toyota in Memphis
  

  Customer response

  02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  4055 *************

  Memphis, ** 38115

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Toyota in July they told me I would have it back in one day. They kept it 3 days which prompted me to then speak with the manager about the communication and service. I was without a car over the weekend. The air was knocking in the heat and there is a sound that comes from my driver side when you make abrupt stops. I have a platinum warranty. The manager told me he would be my contact person. He would order the parts and call for me to bring it in and get the Rental. I got a call at the end of July to bring it in. I took it in the first week of August because I was told the parts were in to fix it and it would be 2 days. I got the rental added the extra insurance for $16 a day thinking it would be two days. A month later I still didn't have my car I called every other day no one would return my call or messages. It was not until Aug 6th when I filed a Toyota complaint I ws told they had it ready. I picked up my car a month later but I asked the manager to make sure this car was fixed because its my only means of transportation he assured me it was. Not the case the clicker doesn't wk, the light on the inside and outside will not go off. Some functions now don't wk and I realized this an hour after I picked it up I took it back and was told if I do another claim Toyota will drop my warranty. I don't feel a safe driving the car or leaving it under my garage. The car seemingly has more issues then it did when I dropped it off but no one will allow you to speak with anyone at Toyota the manager at the dealership has not called back after several complaints. I've lost time and money because I am in sales being without a vehicle. I am afraid they made all of my original problems worse because it still makes the noise when you make sudden stops. I believe they threw it all together in an attempt to mislead me it was fixed only after I filed my first complaint. This is my 3rd Toyota I've purchased. And I feel I was mislead because I am a women on the repairs.

  Business response

  12/06/2022

  I called and spoke to this customer about the repairs that were made to her 2018 Toyota Camry. I apologized to her for the amount of time that her vehicle was in the shop and the delays in getting the vehicle repaired which were mainly due to a backordered wiring harness. All of these repairs were covered under her vehicle service agreement that she had purchased so it was no out of pocket cost to her for the repairs that were completed.
  
  I asked her if she was still having concerns with the vehicle repairs or if any new problems had arisen since the last time the vehicle was in the shop. She then stated to me that she no longer owns the vehicle and that she had traded the vehicle in at another facility. She states that the vehicle lost value due to there still possibly being problems with the vehicle so she is requesting the loss of equity.

  
  Principle Toyota was never given the opportunity to either look at the vehicle to see if we could correct any issues that she was having nor did we have the opportunity to possibly purchase the vehicle from her at a fair market value.
  I feel that if we had been given this opportunity we would have been able to make this customer happy and resolved any customer concerns

  Customer response

  02/08/2023

   
  I took my car to Toyota in July they told me I would have it back in one day. They kept it 3 days which prompted me to then speak with the manager about the communication and service. I was without a car over the weekend. The air was knocking in the heat and there is a sound that comes from my driver side when you make abrupt stops. I have a platinum warranty. The manager told me he would be my contact person. He would order the parts and call for me to bring it in and get the Rental. I got a call at the end of July to bring it in. I took it in the first week of August because I was told the parts were in to fix it and it would be 2 days. I got the rental added the extra insurance for $16 a day thinking it would be two days. A month later I still didn't have my car I called every other day no one would return my call or messages. It was not until Aug 6th when I filed a Toyota complaint I ws told they had it ready. I picked up my car a month later but I asked the manager to make sure this car was fixed because its my only means of transportation he assured me it was. Not the case the clicker doesn't wk, the light on the inside and outside will not go off. Some functions now don't wk and I realized this an hour after I picked it up I took it back and was told if I do another claim Toyota will drop my warranty. I don't feel a safe driving the car or leaving it under my garage. The car seemingly has more issues then it did when I dropped it off but no one will allow you to speak with anyone at Toyota the manager at the dealership has not called back after several complaints. I've lost time and money because I am in sales being without a vehicle. I am afraid they made all of my original problems worse because it still makes the noise when you make sudden stops. I believe they threw it all together in an attempt to mislead me it was fixed only after I filed my first complaint. This is my 3rd Toyota I've purchase and I want this all made right and checked off completely.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Toyota RAV4 for an engine check as the light had come on. Toyota said that the fix would take a couple of days and I would likely get the car after the weekend. After a week and a half I called to see what the hold up was and they said oh we are just getting to it. Another week goes by and they say that some damage happened to my car in the process of fixing the original problem. A scratch they said. They did not show me any pictures or offer a rental car. They proceeded to take another month to return my car. When they did return it it was evident some kind of damage had been done. And they did not fix it properly. So I had to return the car back to Toyota for them to fix it. All in all, a routine engine fix took much longer than it needed and a replacement vehicle was not offered even though it was their fault. I was never even shown what damage occurred to my car.

  Business response

  09/06/2022

  The vehicle came in on 07/07/2022 with a warning light on dash which we found that the water valve had failed which needed to be replaced. We placed the order for the water valve on 07/08/2022. The part arrived on 07/13/2022 and was repaired the same day but during the process of the repair the technician had to use the laptop scan tool to clear the codes out of the vehicle which slipped out of his hands and made a 1-1/2 scratch on the drivers side rear door. I had my service advisor call the customer and notify him of the scratch we had caused on the vehicle and that we would get the vehicle repaired as soon as possible. We sent the vehicle over to ************** to have the scratch on the drivers rear door repaired. We received the vehicle back and delivered it to the customer the week of 07/25/2022. The customer brought the vehicle back on 08/02/2022 stating that there was overspray on the drivers front door handle, a dent on the drivers door at the bottom and also scratches on the passenger side on both doors. We sent the vehicle back to ICON to correct the overspray on the door handle and I had the dent taken care of with paintless dent repair. The scratches on the passenger side of the vehicle were already there when the vehicle was brought to us on 07/07/2022.  We reviewed the video from the day that the vehicle was brought in with the customer sitting in my office showing him that the scratches were already there which he agreed with me during the video review. We apologized to the customer for the length of time that it took which we agreed with him that it should have been a simple repair but with the part being delayed getting here and then with the technician dropping the laptop caused the majority of the delays. We called on several occasions to see if we could obtain a rental vehicle for him but the times that we called Enterprise was out of rental vehicles which had been that way for the last 3-4 months with their fleet being down due to vehicle shortage in the auto industry. I will add that ************** is not the main driver of this vehicle and his daughter is, which would make sense that he does not see the vehicle everyday which would explain why he may not have noticed the scratches on the passenger side that he stated that we had caused. I let him know that same day that if we had caused the scratches on the passenger side then we would have taken care of those just like we took care of the scratch that we did cause on the drivers rear door.  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A car was leased through Principle Toyota in 2019. The lease is up on June 1, 2022 and we have been trying to obtain the buyout papers for over a month now. The dealership states we must use their financing for the buyout but no one will point to where this is stated in the contract. We have financing and can provide in cash the full buyout. No one will speak to us or again, answer a simple question. It is my belief they wish to keep the car either through financing it or by taking it back for resale. Either way it is suspect.

  Business response

  05/16/2022

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: ******************************************************
  I personally spoke with *************************** on Friday, May 13th, and had a lengthy conversation. I explained to her since the vehicle is currently registered in ******* and will continue to be registered in ******* after she purchases the lease that it would be easier for her to complete the transaction in *******. She told me had visited a Toyota dealership in ******* and they would not help her since they are part of a different Region and they do not use Toyota ********* Services for leases or lease returns. At that point I asked her if I call her right back, as I wanted to call my Toyota ********* representative and see if we can come up with a solution. As soon as I got off the phone with my Toyota ********* Representative (approximately 5-Minutes) I immediately called ***** back. I shared with her what my Rep suggested. I shared with ***** that her best option would be to visit a Lexus dealership since they use Toyota ********* Services and are familiar with the Toyota ********* Lease return buy-out process and they can also handle Toyotas. I then shared with ***** that our dealership (Principle Toyota) would be more than happy to handle the transaction for her, but we would have to physically inspect the vehicle first. I explained in detail that since it is our actual dealership that would be reselling the vehicle back to her or her son, and not Toyota ********* Services, we needed to see the vehicle and physically inspect the vehicle before we could resell it back to them. ***** is fully aware of this. Now, to address her other concerns; First, we have no intention of wanting the vehicle back for resale. Second, the fact that she states "No one will speak to us or again, answer a simple question" is completely false as I personally spoke with her and explained her options in detail. Finally, there is nothing "suspect" about any of this whatsoever. *************************** made it very clear that she did not like the options presented to her, but just because she doesn't like the options presented, in no way whatsoever makes this situation "suspect." Once again, we at Principle Toyota will be more than happy to complete the transaction providing we can physically inspect the vehicle before selling it back to her or her son.

*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. ↩