ComplaintsforLoyalty Toyota

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Loyalty Toyota continuously runs advertisements that claim a Upside Down Sale where they claim they will offer up to 150% of ***** Blue Book (kbb) value if a vehicle is in excellent condition. However, my Wife and I took our recently purchased 2023 ***** Ridgeline RTL-E with a kbb of $35,000 that is in pristine condition and were offered straight kbb value for the vehicle. When asked what a person needed to do to receive the 150% offer we were ignored. I believe the advertising is fraudulent, dishonest and predatory.

  

  Business response

  06/29/2024

  To BBB,

  I'm writing in response to ************************* complaint from his showroom visit yesterday regarding the message behind our Ad, the Upside Down Sale.  The goal behind the ad is to pay more for customers trades than our competitors combined with discounted prices, in turn, helping customers get out of negativity equity situations and into a new vehicle.  ************** expressed his frustration over the "up to 150%" of book value.  All though we have run that program in the past, nowhere in the Upside Down Ad do we mention "up to 150%". of book value.  At the end of the day, our goal is to trade ************** out of his car and for him to feel good about his purchase.  We would be happy to take a second look at his trade and see if we can come to terms.  Thank you,

  *********************

  General Manager

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Kia ******* from Loyalty Toyota in late March. Since that time this car has been in my possession less than 1 week. Loyalty sold me a car that had everything from an engine overheating issue to a creaking control arm. No one at Loyalty has taken this situation seriously enough. They have had this car in their repair shop for WEEKS now and I'm not even receiving consistent communication nor updates. I've asked to speak with numerous managers, some helpful but most of them are not. Not yet have I heard from a true higher up that cares about why I was sold a lemon from their lot and over a month and a half later.. I still do not have this car in my possession.

  

  Business response

  05/17/2024

  to BBB,

  We are currently in communication with ******************.  Her Sorento is at the local Kia ********** and we are waiting on one more part to complete the repair.  We have and will continue to provide ****************** with transportation until completion.  

  Thank you,

  *********************;

  Customer response

  06/26/2024

  Good Morning, 

   

  As the consumer, I am requesting this complaint be reopened. The response from Loyalty Toyota is at this point inaccurate. The parts were received for this repair over 20 days ago and the company still cannot figure out how to repair the car and the management from Loyalty have avoided phone calls and responses to me since roughly June 12th when I advised them that the BBB needed to be involved again. 

   

  They not only are not repairing the car I purchased but the loaner I have needs to be serviced and I haven't gotten a response about that situation either. 

   

  Again, I purchased this car ***** and have not driven it more than 3 days since! It's been in Loyalty's possession for over 4 months now with no concern for their customer.

   

  Thank you in advance! 

  

  Business response

  07/05/2024

  To BBB,

  My GSM spoke with *************************, Wednesday 7/3/24, updating her with the current status of the ********************* understand her frustration from this lengthy process, but we are confident that the vehicles AC system will be repaired and completed early next week.  Until then, we will continue to update ******************.

  Thank you,

  *********************

  Customer response

  07/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The information being provided to me does not match the information being provided to the BBB.

  I was advised the repairs for this AC unit had no foreseeable time frame for resolution so the dealership has asked for my permission to run my credit to start a new trade in/return. When I refused that option they then advised me they had located another car on another lot to possibly swap out for my current vehicle. 

  Perhaps I should be discussing this matter with another form of management since this has been a 4 month ordeal with again, no real resolution timeframe.

  Constant updates with next week resolution timeframes shouldnt be the response from such a large organization.]

  
  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12.8.23 I contacted Toyota due to employee pricing promotion. CeeCee gave me quote of 35k for my Tahoe. I told her my payoff was 47k (12k in negative equity). She said I could roll it into new loan. 12.18.23 at dealership ***** said they could only finance the highest priced rav4 which did not qualify for the promotion. I had a call with ** rep and ***** for ***** payoff details and they gave ***** the pay off. I asked for 500 rebate bc my husband's military. They did not want to redo the paperwork to include my husband for sake of time so they took 500 off MSRP. Sales rep put wrong VIN on initial paperwork, when this was corrected I was asked in order to be approved for the loan I needed to put 2k down. They said I could put the 2k on a toyota credit card, which I applied for but was not approved. I agreed to bring the 2k cash the next week. 12.28.23 I brought 2k down-payment as agreed. 1.2.24 Texted ***** to check up status of pay off. He ensured me it would be mailed. 1.9.24 called Loyalty again. ****** returned my call and told me that AP clerk was in the hospital and the check was mailed 1.5.24. I told him I made both the payment for the Tahoe and the Rav4 in January. He told me the Tahoe payment would be reimbursed to me once the payoff check was cashed. 1.13.24 ****** called to tell me payoff amount was incorrect. He said he would request the call recording from **. If it was their mistake, he would "handle it."1.16.24 ** emailed toyota stating the ** gave correct amount. ****** called back said his manager would call me with next steps. The manager (*********************) called me demanding payment. He was extremely rude, dishonest, and refused to admit they made a mistake. I asked if we could come to an agreement. He refused and stated the car was sold much below market value (I paid sticker price less the $500 military rebate?) also stated the trade in value was much higher (KBB mid-figure value for trade in was $35,841 and ******* quoted me $37k the same week)

  

  Business response

  01/17/2024

  To BBB,

  I'm writing in response to *************************** complaint.  The day she was in the showroom purchasing the Rav4, *********************** and the salesperson called her bank *********************** to get a payoff quote.  Between ****** the Salesperson, and the ************* a payoff was obtained in the amount of $45,817.18.  After the deal was finalized our accounting office sent the payoff check to *****'s bank.  We received a call from them stating that the payoff was short by approximately $2,000.  We informed ***** that she would be responsible for any differences in her payoff per the form that she signed when she purchased the Rav4.  Attached you will find a copy of the payoff form signed by *********************** and also a text message stream between her and our internet sales consultant where ***** stated the amount of her payoff at $47,000.  This text message was sent prior to 12/18, when she purchased the Rav4.  

  *********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20 we took our 2023 Toyota Sienna into the Loyalty Toyota in *******, ** for work on the door. part way home my husband heard rattling in the middle row. He noticed that our two brand new car seats had been uninstalled, one lay on the seat and the second on the floor. The two car seats were delivered to our house 11/18. We had not been notified the seats needed or would be removed. I contacted the service rep we had been working with, ******. He informed us that it is VA state law that they remove the seats. I contacted the car seat manufacturer, Chicco. They explained how to look for any exterior damage, but that we may not see any if the seats were compromised internally. We do not know how the seats were removed, handled, or stored while they were at the dealership. ****** advised if we had any hesitation that they were not handled correctly to replace both of the car seats. ******, the service manager, informed me that it is not VA state law for the dealership to remove the seats. ****** stated that he read our car seat manual. Our car seat manual (on page 20) states that the car seat tether should be properly stored when the seat is not in use. This did not happen with either car seat. The tethers were left hanging loose. ****** invited us to come down to the dealership so he could look at the car seats, but would not be replacing them. We declined his invitation. On 12/4 the general manager, ***** called to follow up on the message I submitted to Toyota. He stated that while the seats should not have been removed, he trusted his tech and would not replace the car seats. At this point we are still requesting both of our new car seats be replaced by the dealership. After numerous issues with the *******, ** dealership we do not trust the word of the tech when the safety of our children and their car seats are concerned. We also think it would be beneficial if anyone working on cars at this dealership to let parents know if car seats will be removed.

  

  Business response

  12/05/2023

  To BBB,

  Our service Manager ************************* informed of ************************* concern regarding the child seats shorty after her service visit. Her Van needed a door actuator which requires the technician to remove the sliding door panel.  The child seats needed to be moved in order for him to complete the repair.  He simply unbuckled the latches and placed 1 seat sideways on the seat of the van, and the other sideways on the floorboard.  After the repair was complete, he left the child seats in the same position, so that the owners would clearly see that they needed to be reattached.  

  I agree that this should have been a conversation with the customer prior to us moving the seats, but I cannot justify why the seats would need to be replaced?  After speaking with ********************* yesterday on the phone, she feels that the integrity of the seats have been compromised and needed to be replaced.  This is where we disagree.  Child seats are designed to be unlatched and moved.  This is simple what the tech did and nothing more.

  Thank you,

  *********************

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have no proof that our new car seats were handled properly. After speaking directly with the car seat manufacturer they said if we were not positive how the seats were handled, they should be replaced. There have been multiple times where this dealership has proven they lack integrity. This is why we do not trust that they handled our car seats with care. Additionally, the tethers were not stored per the manufacturer directions AND there are scratches on the back of the seats. These can be clearly seen in the photos provided. We are requesting the dealership replace the car seats. 
  
  Regards,
  
  *********************
  
  
  
  
  

  

  Business response

  12/08/2023

  To BBB,

  Our decision to replace the seats remains the same.  We did not damage the seats by moving them.  I know this not the answer the customer wants but we cannot justify replacing something that we did not break or damage.  

  Thank you,

  *********************

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealership stated they did not damaged our seats. This is incorrect as the backs of the seats have scratches, as shown in the pictures. They were also not stored per the manufacturer directions (the tether was not stored properly).
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "Priority for Life" warranty on engines. They sold me a 2017 ******* Tucson in 2020. The engine died Friday, November 10, 2023. They are refusing to honor their own warranty because the spark plugs weren't changed on the last visit, when the car is always serviced by them. They told us that they don't need to tell us what needs serviced on the vehicle, and "we should just know."I have 2 years worth of payments left and no car. We have ALL the service receipts and proof of upkeep. They refuse to review them, and refused the warranty without even running diagnostics. They still won't even look at the vehicle. We have been horribly scammed, and we need them to uphold their end of the contract we signed.

  

  Business response

  11/11/2023

  To BBB and ***********************,

  Yesterday evening I was approached in my office by my service manager ******, who stated that there was a customer in the service drive who was cussing at him and other employees.  He explained that the customer had a vehicle that was towed to our lot for engine failure.  ****** told me that he attempted to explain the diagnosis process to the customer but that he continued to use profanity and immediately insinuated that we would decline any warranty work needed.  I walked over to the lane and before I could say hello how can I help, the man stuck his middle finger up at me and repeated the words = F@#k you, F@#k you, F@#k you.  He then walked out of the service drive into the service bays screaming more profanity and then got in a car.  As he was leaving, his middle finger was pointed up.    We are assuming the man is the husband of ************************

  Our goal is to provide great customer service and to help customers however our employees were never given the opportunity to inspect the car.  *********** has a nationwide powertrain warranty and can be serviced at any certified shop.  We recommend the ******* take their car to another shop and allow them to complete the diagnosis process.

   

   

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership refused to accept legal documents from the *** just because they were trying to discriminate and being racist and making things personal instead of professional extremely ride

  

  Business response

  10/21/2023

  to BBB,

  I spoke with ************** this morning shortly after receiving this message.  Due to our company policy we cannot accept his trade that has someone else's name on the title without the actual owner of that trade present.  I do believe my manager who spoke with ************** could have explained this better to avoid the misunderstanding.  In conclusion, ************** was very reasonable and is currently attempting to sell his trade in ********.  Hopefully we can complete the deal after his trade is sold.  Thank you,

  *********************

  General Manager

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late July I took my 4runner into Loyalty used car service center in Petersburg for an oil change. About one week later the "check ******* * ***** off" lights started to come on intermittently as well as a "ticking" noise. I returned to the same service center and they told me the problem was a weak battery. I replaced the battery and within 2 days the same problems continued. I returned the vehicle again, and I was told they could find nothing mechanically wrong with the my car. They found rocks in my finder well and they believed the rocks were hitting the oil pan. They removed the rocks but the problems persisted. I decided to try the Loyalty ******* center in *******, they determined my car was 4.7 quarts low in oil!!! Because the service center in Petersburg failed to put oil in it when they "changed" it. Loyalty then tried to charge me over $300 for a diagnostic test to make sure the oil wasn't leaking out(it wasn't leaking, they failed to refill it!). Only after I got very "*****" with them on the phone and told them I refused to pay them a dime for their mistake did they remove the charge. Upon calling the head of service for Loyalty he tried to tell me that since I was past due on my maintenance, that could have possibly damaged my engine and they were not responsible. I am not seaking a warranty claim!!! My engine is damaged because of the Loyalty ******* technicians gross incompetence. I am not an unreasonable person, I can accept that mistakes happen. But I do expect a company to stand behind their customers, admit when mistakes are made, and work diligently to rectify the situation.

  

  Business response

  09/06/2023

  Good Morning... We have come to a resolution with ****************** on her vehicle.  We are rebuilding the engine under our Engine for Life Guarantee which she has agreed to.  The Engine for Life Guarantee will remain in effect for vehicle as long as they keep up with their Factory Recommended Maintenance which includes doing oil changes at the correct service intervals.   This has been explained in writing to the customer.  We are happy we were able to come to a resolution.  

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Loyalty Toyota on May 5, 2023 to sell my 2018 Jeep Wrangler to them based on an advertisement they are running on TV regarding comparison pricing all competitors offers. While there, ******** C assisted me in entering my vehicle information into their system. We waited a few minutes and the service manager/trade in manager ********** provided ******** the proposed figure. They offered me $27,000 if I was able to bring them the car the next day. I agreed to bring them the car Monday the 8th, for $27000. I specified and verified the amount several times prior to leaving to coordinate a ride the following Monday. On Monday the 8th, I arrived at approximately 4:15pm to turn in my vehicle and pick up their payment to me of $27000. I again clarified with **** AND ******** that they were paying me $27,000 for my vehicle. THE ONLY thing ********** said was that they would release the check to me once the title was received. (They did not mention any payment delays prior to my agreeing to their offer, nor did they indicate how long it would take. I HAD to ask.) ********** said it should take a couple weeks and that once they received the title they would overnight the check for $27000 to me. I reluctantly agreed (had I known it would be weeks before receiving the funds I would have taken a different path in the sale.) and left. On that Monday, May 8, 2023 I signed several documents at the dealership which ALL reflected the amount of $27000 to be paid to me upon them receiving the title. At NO POINT did anyone state they would reduce the $27000 by the amount left on the vehicle. They were fully aware, as I provided them the information that approximately $553.00 was left on the lien of the vehicle. Even knowing that information they NEVER said that amount would be removed from the $27000. I heard from no one during the month of May unless I called them. I received a check in the amount of $26333.90 NOT the agreed upon $27000, on 05/31/23 dated 05/10/23.

  Customer response

  06/01/2023

  2 files attached- one the check which they gave me yesterday- please note they handed me the check on the 31st but dated the check on the 10th. the second is a document providing the message thread between the associate who originally helped and I

  

  Business response

  06/05/2023

  As ***************** stated in his complaint, we told him that he would receive his check when we receive the title from his bank.  This was explained prior to him making the decision to sell ** his Jeep.   After calling the dealership several times and threatening to post negative social media reviews, we granted his wishes and cut the check owed for his vehicle.  To this day, we still have not received his title. The attachmentment will show where we agreed to pay him $27,000 for his Jeep with a remaining payoff balance of $666.10 due. On the buyers order it also states the amount owed after payoff which is $26,333.90.  

  *********************

  General Manager

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Their proposed action is nothing, they offer nothing other than more excuses. When I agreed to sell them my car they never said it would be minus the $550 owed on the car, they only stated they would need the title, which I was told after I had signed their paperwork. I repeat- I confirmed the amount multiple times with both ******* and ****- and each time they stated, yes, we are buying your car for $27000. 

  Yes- I did threaten to post negative reviews- or as some people might see it, TRUE and ACCURATE reviews. Out of the dozens of people that work there, only one person (ONE) actually returned a phone call when they said they would- no one else there could be bothered to do so. Not a single person provided updates during the weeks between them taking my car and my having to drive there to retrieve the check. Not a single person prior to my leaving the dealership on the 5th, 6th or 8th said they would subtract the remaining balance from their payment to me. I was provided no paperwork, zero paperwork, even though I repeatedly requested it. 

  As for the location of the title- had Loyalty made ANY effort what so ever to touch base with the bank they would have learned where the title is. The bank released the title to the ******************* of ***** Vehicles, the *** released the title to the DEALERSHIP on the 26th. Loyalty can easily request an electronic version of the title while they await the paper copy from the ***, but that might require some effort on their part.

  Well, I know now how Loyalty treats their clients, how they value their customers, and how they will say or do anything to pass responsibility on to anyone but themselves. They made a deal with me to purchase my vehicle for $27000. I agreed, confirming the dollar amount. When it came time for them to pay the agreed upon amount of $27000 suddenly they change the terms.

  Loyalty- only to themselves. As long as their bottom line is okay, what does it really matter if you lie and cheat and steal your way to profitability. It's just a client you are doing it to, another one will foolishly come in thinking you care about them, thinking you honor your word, thinking you will be ethical and honest. 

  
  Regards,
  
  *****************
  
  
  
  

  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/13/23 (Monday) I purchased a 2014 ******* accent from Loyalty Toyota. To start off I was lied to and was told that It would be ready by Friday then once I finalized the purchase I was told all they had to do was fix the windshield (It was no cracks In the windshield from what I could see) I left around 11 something or 12 that day and received a call around 2 ish saying I could come get the car which Is strange because the windshield was fine from what I could see and It doesnt take 4 days to fix a windshield (so something was up) so to sum It up work was suppose to be done to the car before selling It to me and Instead they sold me a car that turned off In the middle of the road while driving home (which Is dangerous) and It wouldnt start until after five tries glad I wasnt on the highway I went to the dealership 3/16/23 so that they could look at It (thats what they said otp) and It took them three and a half hours to come and tell me that Its a catalytic converter and that they are going to pay for It to get fixed I only had the car for a *** of three days including the day I dropped It back off to the shop 3/13/23 and something Is telling me that they are giving me the run around and that Its something else wrong with the car but they claim they cant take It back and that I can only exchange with them and another thing they claim they are going to send my car to a muffler shop to get the converter fixed which I think Is weird anyway the sales man that I had Is not reliable or truthful they will sell you anything and lie just to make a living and Its ridiculous.. If your looking for a car take your money elsewhere and please make sure they do a thorough look at the car (possibly take someone who knows about cars with you) so they can tell you wether not to get the car before wasting your time and money. I was also told by the salesman that If I dont give you a call then give me a call no sir you sold me the car so your suppose to update me

  

  Business response

  03/24/2023

  Our general manager and the consumer have agreed to allow Loyalty to repair the car.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would NOT recommend Loyalty Toyota for anyone looking for a new vehicle. I went there on 9/29/22 in search of a new 2023 Camry but unfortunately due to the market, there were none available so you have to put 1K down in order to reserve and hold the car. I was told that if I changed my mind, didn't like the car or if anything came about I could get a refund. Well unfortunately I decided to change my mind because I was unhappy with their services and now all of a sudden they are saying that I CANNOT get my money back, even though the car still has not arrived. I put the money down to reserve the car, it was NOT a bill of sale or purchase of the car at all. I did not even sign the contract stating that the car would be mine. This is unacceptable. I went to several other dealers who not only ***** refunds, but told me it is illegal to not refund my funds. Please help.

  

  Business response

  10/14/2022

  To BBB and ***************************,

   

  I have been attempting to reach ****************** numerous times through out the week to refund her deposit.  I would be more than happy to ***** her request if she could return my call at ************. Thank you,

   

  *********************

*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. ↩