ComplaintsforMike Shaw Toyota

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sept 12, 2023, I traded in my husband's truck for a used 2021 Tacoma. I received $10K for the trade-in of my truck, which was used as a down payment. The Tacoma was a lease that was now being sold. The in-take crew at Mike Shaw Toyota did not notice the badly worn tires and the need for a wheel alignment, and since I have never bought a vehicle, neither did I because I was placing my trust in this dealership. The Tacoma had ****** miles on it, according to the odometer. Once I became aware of the condition of the Tacoma, I took it back to the dealership and they offered to replace 2 front tires. Long story short, I ended up trading the messed up Tacoma for a new 2023 RAV4. But the dealership kept my $10K from the first deal and refused to give me the amount towards the new car. I even had to pay $1000 down on the RAV4. They depreciated the Tacoma value alot! I feel they robbed me of my husband's truck money. They are shady people to buy from. I will never go back, even for the free oil changes. Buyers beware, they take advantage of women.

  Business response

  12/09/2023

  We do offer a five day money back guarantee, and ************** did not come in to do that. When ************** did come back to the dealership a couple months later we did replace the tires and align the vehicle as she requested.  She still decided she wanted to trade it in on a new one.  Unfortunately, the vehicle had depreciated in that time. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into the dealership with the intention of purchasing a vehicle. Everything with the salesman was fine. The issue I had was with the finance department and the sales managers towards the end. The sales manager and finance department became aggressive after we decided to not move forward with our potential transaction and refused to give me copies of paperwork that included my signatures. I was not given an explanation for why I could not obtain copies of these documents other than I dont have to I am not comfortable not having copies of documents with my name. Im requesting the dealership give me a copy of anything that has my signature on it and to dispose of it thereafter as it is no longer relevant after I decided not to make a purchase. it is very suspicious for a dealership to refuse to give the customer copies of documents with their names. I am requesting this to be investigated and resolved.

  Business response

  11/27/2023

  Good Afternoon.  **************** came in with the intention of purchasing a 2023 Corolla.  After he was going to pay with a temporary check, we let him know that our company policy states we do not accept temporary checks.    It was late (around 8 P.M.  or so) We let the customer know that he could go to his bank in the morning and get a cashier's check and after he came back with the cashier's check he could take delivery of the vehicle.  This upset the customer and he decided not to buy the car.  **************** absolutely can have a copy of everything he signed.  I would be happy to mail that to him.

  Customer response

  11/28/2023

  Complaint: 20890927
  
  I am rejecting this response because:

   

  This is false.

  
  I was not upset, I was confused. Earlier that day I was told by ************* that a temporary check would be perfectly fine. We later found out he was a newer employee, and was not fully aware of the payment systems at this dealership. Keep in mind; we were asked to come in late in the day, While it was dark out, because the salesman and the company had long response times. The purchase of the vehicle is irrelevant, as this complaint is to address the refusal of giving us copies of our paperwork. Originally, I was told I could receive a copy, and that copies were being made. After I shared with everyone that is was late, the bank was closed and it could wait another day, a general manager came out and told me that I was not going to be getting any documents. He walked over to the salesman that was making these copies and told him to shred them and not to give us anything. I asked for an explanation and was told I didnt need an explanation and I didnt need those copies. I did not feel comfortable with what I was told so I questioned the salesman that was making the copies and asked him why everybody had a change of mind. After I told him I was leaving, he explained that he didnt know why they were doing what they were doing, and that he apologized for their behavior. 
  

  I was also not given an explanation for why a background check was ran on me, as if I were some sort of criminal. It wasnt necessary considering I was making a cash purchase.  Is it because you all dont feel comfortable selling to black customers was my first thought.  When I asked why this was done the only response I was given is because I can that along with everything else, was the reason I ended up going somewhere else to make my vehicle purchase. 

  Id like the documents emailed or mailed out to me as soon as possible, and Id like for the dealership to stop contacting me & trying to convince me to make a purchase on a consistent basis like you have been since Ive left. 
  
  Regards,
  
  *************************

  Business response

  12/09/2023

  We will mail the paperwork to *************** and will not contact him anymore.

  Customer response

  12/13/2023

  Complaint: 20890927
  
  I am rejecting this response because:
  
  I was told about a month ago I was going to receive a copy of this paperwork and still have not received anything in the mail or any other form.  Once I receive something in the mail or via email, I will then close this issue out. I feel as if the information is being withheld from me at this point because a representative said that it would be sent out weeks ago, and I still have not received anything. 
  
  Regards,
  
  *************************

  Business response

  12/15/2023

  The paperwork was mailed to the address that you provided when we responded to your complaint.  

  Customer response

  12/18/2023

  Complaint: 20890927
  
  I am rejecting this response because:

   

  While I was at the dealership, I signed over 20 documents. Some including criminal background check, credit check, and income verification check papers. There was no explanation for why this was needed considering my purchase was going to be a cash purchase, and these steps are not typical in this process. That is part of the reason why I felt uncomfortable and requested a copy of the documents before I left. I mentioned previously that after I said I was leaving, your sales manager refused to give me copies of my signed documents. I didnt receive any of these things in the mail. 
  
  Regards,
  
  *************************

  Business response

  12/19/2023

  I have the file on my desk, and I personally mailed everything signed by the customer to the address provided.

  Customer response

  12/20/2023

  Complaint: 20890927
  
  I am rejecting this response because:

  Once I receive all 20+ documents, including the ones I mentioned previously regarding criminal background check, income verification and credit check Ill be more than happy to close this issue out. If not, Ill have to escalate it further and higher. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I traded in my vehicle purchased a new vehicle on March 4, 2023, the salesman gave me his word and assured me that I didnt have to make a payment for the vehicle I traded in and that they would take care of it. Come ****** I received a notification stating that I have a late payment. I tried reaching out to both the dealership and the company that financed the vehicle I traded in, but I keep getting the run around stating that theres nothing they could do about it.

  Business response

  08/30/2023

  We explained to ******************* that we as a dealership do not report to the credit agencies, only financial institutions are permitted to do that. We attempted to assist her by contacting her financial institution and passed along her request. The financial institution denied her request. We then recommended ******************* to contact the credit reporting agencies herself using documentation we provided.  We processed *********************** paperwork in a timely fashion, remitting payment to the financial institution which they received 29 days after her payment was due. We are not sure why they reported it 30 days late, but we have no control over their actions. If ******************* would have made her regularly scheduled payment (due ten days prior to her car purchase) when it was due, none of this would have occurred. 

  Customer response

  09/01/2023

  Complaint: 20499030
  
  I am rejecting this response because:
  
  I do not believe payment was submitted in a timely manner. It was not submitted until I called on the 22nd of March because **** had called me stating they havent received payment. Also, I understand about making my payments on the due date but I was informed by the salesman that I didnt have to make my payment since I was trading in my vehicle and I had nothing to worry about. He was more worried about making a sale and taking my money than helping his customer. 
  Regards,
  
  *************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SEE UPLOADED DOC

  Business response

  07/25/2023

  We are very sorry to hear about your experience at Mike Shaw Toyota.  We take great pride in having satisfied customers.  I have attached a copy of the check for the $15 reimbursement you have requested.  Please let us know if we can do anything else to assist you.  We will be putting this check in the mail as soon as it is signed tomorrow.   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a used **** Bronco in April 2023. They were having computer problems, it was 10pm. They asked me to complete the paperwork online the next day, which I did. Have not received a bill of sale, or ANY final paperwork from them yet. I have called and left messages 5 times, different people.

  Business response

  05/17/2023

  ************************* reached out to ******************** and she stated she called the receptionist several times and tried to reach the appropriate mgr. He assured her that we can either run the paper work out to her house, mail it or email whichever one she preferred. She decided to have ** mail it to her ****************.Address. He apologized for the inconvenience and gave her his personal cell phone number if any other issues arises or questions. So sorry ******************** had to reach out here to get this handled but it is ***********.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ***** from Mike Shaw Toyota has called me and emailed me the paperwork already. This is now resolved.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This complaint is made on behalf of ******************************* who is a Spanish speaking complainant. On 7 January 2023, a vehicle was purchased from Mike Shaw Toyota for $38,500. Upon delivery of the vehicle, dealerships were contractually obligated to provide two key fobs to *******************************. To this day, the dealership has failed to provide the second key fob. ******************* has made over five phone calls to Mike Shaw Toyota with no resolution. ******************* has visited the dealership two times with a 132-mile one way trip. Second issue, dealership provided the wrong mailing address to the ***** DMV resulting ** the title of the vehicle being mailed to the wrong address. The title was returned back to the state with the resolution provided from Mike Shaw Toyota that ******************* to go to another DMV office located in a different city to pay and request a copy. This was a dealership error as the correct mailing address was provided. Request that dealership provided the contractually agreed upon two key fobs to ******************* and request a new title be issued and mailed to the mailing address provided.

  Business response

  05/09/2023

  In regard to the key fobs, I have attached a bulletin from the manufacturer that states that on select models due to global semiconductor shortages impacting certain microchips that only one smart key is being distributed.  Toyota is preparing a second key delivery program to provide customers with a second key as the supply of semiconductors improves this year. They expect this delivery program to launch in phases beginning in June 2023. Unfortunately, we are unable to get the second smart key for this vehicle currently.  The title on the vehicle is however an easy fix and we would be happy to help. The title work has already been filed with the address provided (also the address on the driver's license) But we would be happy to assist in obtaining a duplicate title for you.  We would just need some paperwork signed in order to do so.  You can contact me at ************ and I can help you.  My name is ****************************  

  Customer response

  05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19992679, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sanjuana Medrano

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been taking my truck for service and any problems with the *********** have been complaining about a rattling and vibration under truck I don't know where it's coming from and they had someone drive with me and they heard the noise but couldn't find it so I drove to the valley and the noise got louder so I had it checked out at said that I need to take it back to dealship cause the converter shield bolts are all rusted so I been calling service depth and spoke with **** and ****** and also left several messages for ****** and *************** and no one has contacted me back please I need help

  Business response

  02/22/2023

  **************** called and spoke with ***************  He explained his concern and stated that an independent shop in the valley inspected the vehicle and told him a heat shield is coming loose causing his noise and vibration.  We agreed to bring his vehicle in Thursday morning 2-23-23 to inspect and correct noise vibration concern. This will be resolved at that time.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in late may of 2022 i entered negotiations with Mike Shaw Toyota to purchase a vehicle from them. After getting the run around about what vehicles they actually have compared to what they offer online is pretty far off if they have any of the online vehicles. A sales associate and I found a vehicle for me and decided to go ahead with the purchase after I come look at it. We spoke for a little over a week about different vehicles then set an appointment on Thursday June 2 2022 @ 6:00 pm. Upon arrival the sales associate I had made the bargain with was nowhere to be found and was told he was with another customer, not really good business practices in my opinion. After talking with another sales associate I was informed that the vehicle I came to buy was already sold.My credit was checked one time so there wouldn’t be multiple inquiries. Upon given the info that they don’t have the two vehicles I came to Look at we’re gone. I responded to them that I would no longer like to do business with Mike Shaw Toyota and left the dealerships. Not even 30 minutes later I get a notification saying there are 6 new hard inquiries on my credit I did not give them permission to run my credit score on June 2 2022. I have wasted a week of my time looking at vehicles that I’m not sure they ever had.

  Business response

  06/16/2022

  ****** ******* filled out a credit application on line May 28, 2022.  He was looking at a few different vehicles. It is not uncommon for someone to be with another client at the time they arrive and someone else helps them. We do get alot of walk in guests as well.  We do not want our guests to have to wait until they are available again so someone else will help them in the event who they were originally speaking with is unavailable.  Inventory changes daily. If someone had bought the vehicle Mr. ******* was interested in before he arrived that is unfortunate and we apologize for that, but we did have other vehicles available he was looking at and interested in.  He was looking at a Tacoma and a couple other cars. He was wanting to see what he was approved for.   Mr. ******* did fill out a credit application so we were at that time authorized to pull credit. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was purchasing a used car from Mike Shaw Toyota. The night I went into finance I was quoted a 283.00 pymt and I said too high so he said he would try at my bank, **** ****. The salesman came to my house with contract today which had a 899.00 charge for a maintenance contract that was never discussed with me and I did not want. Salesman went back to dealership and another contract was sent with an after- market charge of 299.00. When I questioned the salesman, I was told it was a vin etching charge that I did not want. I was told that it was a mandatory charge that Mike Shaw Toyota was enforcing. He had a paper that explained the etch charge that I could agree to or decline, I declined. I am very concerned that the finance added that charge of 299.00 against my wishes and claimed it was a mandatory charge.

  Business response

  05/31/2022

  Good Afternoon. After hearing of the customers concern we immediately reached out to her and took the charge off the paperwork.  Had someone go to her and resign new paperwork.  We as a company have a motto.  Customers for Life.  We do everything we can to make sure that our customers are happy.  Miss *********** is now happy. Please let us know if you need anything else from us. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I’m a disabled veteran, bought 2010 Toyota Tundra from minke Shaw March 30,2022. I paid with cashiers check from my bank for 16478 selling price was 15000 . Rest was taxes state inspection fee registration fee . Day I got truck had problems with I didn’t see the check engine light was on . The tire pressure sensor light is on other issues with it are either the battery is bad or alternator is. Windshield has cracks which in a real state inspection would be a failure. I’ve got medical issues I’ve been dealing with ** told me to avoid stress . So this is helping a lot. I do hav pictures of the truck from offer up site they had it listed on in the pictures you can clearly see the tachometer idling and check engine light on and tpi light on. I contacted them today about it basically got blown off. Asked for inspection report they gave me 3 pages of white paper front and back information. It’s not the state inspection form pink copy

  Business response

  04/26/2022

  Good Afternoon. We have reached out to the customer and offered to buy back the car from him.  He decided he wanted to keep the car so we repaired his TPMS sensors.  Now the customer is happy.  Please let us know if you need anything else.

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17067227, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ***********

  Issue with check engine light has been addressed, wasn’t on when I took it to them I reset. Was told if had any issues with it just reach out to mime Shaw Toyota . Than you **** thank you ****** 

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