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:06/25/2024

  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.

  I would like to speak to Mr. ********************** the owner not the salesperson or general manager. My email is ***************** I called multiple times. ************

  Business Response

  Date: 06/26/2024

  To whom it may concern,

   

  ************************* is asking to speak to Mr. *********************** We are not sure what ***** needs or if she is a customer. ***** has called our location and is not willing to give any information as to why she needs to talk to Mr. ***********************

  We do not ask Mr. ********************** to reach out to anyone from any of our locations.

  *************** our Customer Relations Manager has reached out to ***** and asked her to call her back. If ***** is not willing to talk with us at the dealership there is nothing we can do for her.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21902293
  
  I am rejecting this response because: ******************************* can help me dealership has no authority to help me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/27/2024

  Like I been saying for weeks maybe a month Mr. ********************** is the only one who can help me not a salesman, manager or what not. I asked them to send him an email I was told he was in his cabin in ******. This is a personal matter don't need everyone involved who can't lift a finger.

  Business Response

  Date: 06/27/2024

  Unfortunatly, we do not forward messages or email requests to Mr. *****************************

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21902293
  
  I am rejecting this response because: You can reach him.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2023

  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.

  I went into Karl Malone Toyota to buy a vehicle they pulled the credit and said I had 7 bankruptsy I said o have not had any he said are you ********** said no he told us about **** credit report his name his address and he had pulled up the wrong credit report and told us. Ll the info which is illegal

  Business Response

  Date: 08/18/2023

  To whom it may concern,

   

  *********************** came to our dealership looking for a vehicle. He gave us what he said was his information to pull credit. His score was not good enough to purchase the vehicle he was wanting to purchase so we let him now that we could not sale him the vehicle. Since then he has called us five or more times telling us that we are the worst and that we should be able to sale him the vehicle.

  When we pulled the credit report we showed it to him and he never said that it was not him... We feel that ******* his credit is bad and we could not sale him the vehicle he is trying to say we are bad people and we ran someone else's credit. We only ran the information that he gave us and feel that it is in fact him. 

   

  Regards,

  Karl Malone Toyota

   

• Initial Complaint

  Date:02/16/2023

  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.

  I purchased a car from ******************************* December 29th 2022. I agreed to put a down payment of 1k down.I finalized everything with the Dealership and i was told that my plates would arrive within ***** days of my purchase( thats how long my temp plates were for). Plates and registration never arrived and Im stationed in WA so I cant just waltz up in the dealership whenever i please. Ive been trying to get a hold of someone because my temp registration is expired and everytime i call its a bunch of excuses as to why my plates arent here. Finally i was told that Im somehow missing money from my down payment when it was paid in full and i have documentation and proof that i paid it. I believe that theyre withholding my plates as a way to get me to pay more money for something thats already paid. Everytime i call Im put on hold for long periods of time and then Im told to call back or that theyll return the call- which they never do.

  Business Response

  Date: 02/27/2023

  We apologize that you have been put on hold and not given an answer as to when your plates would arrive. Our records show your plates were mailed to the address that is on the contract. The plates were mailed over a week ago so they should have arrived to the Eagle Mountain address by now. If you do not see them in the next day or so please reach out to our Customer Relations Manager *************** at ************.

• Initial Complaint

  Date:02/13/2023

  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.

  Date of transaction: November 16, 2022. Date of most recent issue: February 13, 2023 Amount I was deceived into paying total of $500 . *** at Karl Malone Toyota, committed to provide the vehicle I ordered in April 2023 Dispute: *** falsely presented information. *** lied stating it was policy to require a hard pull on credit or that I could sign to forfeit my $500 deposit in the event that I chose no longer to do business with this dealership. I waited for Pat to get this form and no such form existed. He literally presented me with a hand written note, an X, and line next to it to have me sign. This was never part of their policy. He made it up and had to quickly write a note. He proceeded to pressure me into signing and went as far as to also ask me to prove I had a good credit score. He forced me to pull up my credit app showing my Fico score which *** since discovered as well isnt necessary at any other dealer. No other dealer requires a $500 deposit forfeiture either. At any other dealer the $500 deposit is fully refundable. *** saw a woman of color and couldnt fathom that I could either have the means nor credit score necessary to purchase this vehicle on my own so he lied about their supposed policies. Im concerned that this business is not acting in the best interests of their clients and has a clear prejudice against women of color.

  Business Response

  Date: 02/14/2023

  To whom it may concern,

   

  On November 16th *************************** worked with ****** and put a deposit of $500 down on a Highlander that was coming into ** this February. At no time was ***** deceived into a deposit. ***** gave the ok to pull her credit and gave us her information for the credit pull and deposit. 

   

  We are not sure why ***** would need to go to the lenght of saying one of our employess would treat "a woman of color" bad just to get her deposit back. We let her know at the time of ordering that the deposit was refundable.

   

  Please ************** know we are more thatn happy to refund her deposit all she needed to do was ask.

• Initial Complaint

  Date:12/01/2022

  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.

  It's about 2 years ago or so something like that I haven't got the date with me but in ******** my front end went out I had to get a tow truck housing for 34 nights and the front end cost $2,500 after 11 months of warranty they did not honor the warranty I went to there shop week later brought him the part I still have the part it's the front end the CV joints both sides I showed him the ticket the invoice and they kept it too so I'll have to order another one or call them to get the original invoice I have a print of my bank statement where I paid out I asked them for just the part money back and they gave me the phone number to complain to and that was it so nothing happened I think they're a joke their warranty is a joke after 11 months nothing they wouldn't honor the warranty hey thank you very much

  Business Response

  Date: 12/06/2022

  Thank you for letting us know about this concern. We are trying our best to look into the facts of what happened with this customer and we are having a hard time finding info. 

  Toyota parts are covered for 1 year so we would not not give a customer the warranty if the part went bad. We would however not be able to give a customer a refund for an installed part if the customer took the part off and brought it in to us for a refund. We would need to see the part on the vehicle in order to determine why the part failed and then we would replace it.

  We have reached out to *********************** to get more info but the number listed on this complaint is not in order. Is it possible to give us a better number to contact this customer?

• Initial Complaint

  Date:11/21/2022

  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.

  Six months ago my daughter bought a car from ******************************* car dealership in Draper ****. They sold her a car with a lean on it and never told her. She has tried to get the plates for her car and they kept giving her excuses. Finally at the dmv they told her she does not own the car. They told her what the dealership did was illegal.

  Business Response

  Date: 11/29/2022

  First we would like to apologize to ****** for the time it has taken to get her license plates. For some reason ********************** Motor Sales sent the title to the original customer and not to the lienholder. We tried for moths to get ahold of the customer and never got a call back. We were able to get a lien release from Toyota on 11/28/2022 and we processed the plates today 11/29/2022. Our Customer Relations Manager left a message with ****** that the plates are here and ready for pick up at our front deck receptionist.