Complaints

This profile includes complaints for Sheehy Toyota of Fredericksburg's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sheehy Toyota of Fredericksburg

  11295 Patriot Highway Fredericksburg, VA 22408

• 

  Sheehy Toyota of Fredericksburg

  3507 Jefferson Davis Hwy Fredericksbrg, VA 22408-4162

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:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 4 April 2025, I took my 2022 Toyota Highlander in for a recall regarding the front bumper. I bought the used vehicle on 20 March 2025 from a separate dealership who had a state inspection completed/approved just prior to the purchase. I went into the Sheehy body shop for the recall with all lights on the vehicle in operational conditions. I was sent a video after nearly two hours into the service of the technician explaining it appeared my vehicle had damage from an accident and the fog light on the driver side must have been damaged in the accident. The person stated the chamber holding the light was broken. He then stated I would be given a quote for them to install a new light. The quote was $436. I asked the question, why was the light where it needed to be when I arrived to the recall and broken when they finished working. They stated they would checked the security cameras to verify the light was previously working. They came back and indicated the light would cost the quoted amount and never addressed answering my question. It appears to me they may have accidentally or maliciously broken the lights assembly and sought payment for an error they created. I left without paying them and order the part for $76 at *******. It will take me time to wait for the part and then to disassemble/reassemble my vehicle.

  Business Response

  Date: 04/11/2025

  ******* ******** vehicle came into the dealer with the left front fog light damaged before the vehicle was checked in for service. We have video and photos attached of the fog light not secured or installed correctly on the front of her vehicle before ******* ******** left her vehicle with us. We did find evidence of the front end being repaired recently as there is over spray, poor body work and body shop tape was still attached to lower bumper. The front-end damage may not have been disclosed to the client prior to purchase of the vehicle as she has stated she purchased the vehicle recently. Please see attached images and video. 

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  If the video had been checked when they stated they would check it, this couldve been resolved much sooner. 
  

  
  Regards,
  
  *******
  
  
  

  
  

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a 2013 Toyota Highlander from Sheehy Toyota Preowned on 10/22/24 for the price of $20,996 taxes and everything included. They let me know everything was up to date that it had the inspection and emissions done that I didnt need to worry about anything because they were going to take care of the rest, being the tags and plates and that Id be receiving it through the mail. Then I receive an email stating I need an emissions test. I call around I speak to one of the managers at first he told me they didnt do emissions, I then argue that shouldve been done before selling me the car, and its not fair that I pay out of pocket for something thats their responsibility. Then he proceeded to tell me that they can do emissions. I received a ticket because of my expired tags and I was hoping I could receive info or help regarding compensation for the ticket. If Im incorrect about the emission being their responsibility thats on me but I would greatly appreciate the help. Thank you for your time!

  Business Response

  Date: 12/16/2024

  Mr. ****,

   ******************* does not require emissions on vehicles. We have tried to contact you via phone and email to request a copy of the emissions required in your county to complete the tag work.

  We also offered to have the emissions completed at Sheehy ****** in ******** free of charge, that offer is still available to you as well. If you are in Fredericksburg we can perform emissions here. 

  As a good faith good will gesture we will also offer to pay the ticket you received for the expired tags (only) with proof that it was paid.

  Hope this will bring this matter to resolution for you.

  Thank you and respectfully.

  ***** *****

  GM Sheehy Toyota Fredericksburg

   

  Customer Answer

  Date: 12/18/2024

  [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

  Date:07/01/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My name is *******************. I bought a new car from Sheehy Toyota of Fredericksburg on 3/14/2024. My friend ********************* is my co-signer for the loan because I dont have enough credit. The dealer leaded on my friend to sign on a limited warranty called ********** My friend doesnt know any English and the dealer just asked her to sign it, which made her believe thats part of the loan application. Yesterday I wanna know how much my car is so I checked the contract and then I found this agreement. I called the dealer today and he said it is noncancelable even I didnt know the agreement and signed it. I told him the contract is under my name so it is supposed to have my signature on it, my friend just help me to get the loan, let alone not knowing this contract but the dealer just kept saying the contract is noncancelable and he had nothing to do with it. It is fraud! A contract without signature is null and void! Here is the contract and the signature.

  Business Response

  Date: 07/02/2024

  *********

  We have the transmissions received and accepted by both parties, as this deal was signed electronically by both parties.

  That being said the warranty is cancellable at any time, we have a form that will need to be signed. I suggest you and your friend come in to sign the document in person.

  That can be done anytime between 9 am and 8 pm Monday - Friday. When the product is cancelled you will receive the credit at the end of the loan.

  The other option would be to re -finance the loan at your own financial institution, we will still need to have the cancellation form sign if the re finance route is chosen.

  I also left a message for you on the number we have on file this morning.

  Thank you and respectfully,

  GM Sheehy Toyota Fredericksburg

   

   

  Customer Answer

  Date: 07/02/2024

  [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 have visited the company this morning to solve the problem. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  Date:05/28/2024

  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.

  This complaint is my formal request to the organization/dealership, Toyota Sheehy of Fredericksburg, **. I am writing to you with the hope that we can reach a prompt resolution regarding the refund of our deposit for the 2024 Toyota vehicle. On 10 March 2024, my wife and I placed a deposit of $500.00 for a new 2024 Toyota vehicle. This deposit was a placeholder intended to be refunded if/when the car arrived. The deposit would be put towards the vehicle's cost or refunded if we did not want it at any time prior or when the car came and chose not to take delivery. We are now in urgent need of this refund. On 21 May 2024, I notified the sales and finance team at the Toyota of Fredericksburg location that I was no longer purchasing the vehicle from their dealership as I purchased a vehicle from their other store in ********, **. I attempted to speak directly to management, but no one was willing to pick up the phone. My only recourse at the time was to leave a voicemail in the finance team's inbox.On 22 May 2024, I again attempted to notify the team at the lowest level and to contact the manager on duty. The receptionist informed me that the manager on duty would return my call. On 24 May 2024, I again attempted to contact anyone willing to assist with my request 3 seprate times due to being passed or sent to VM. I was transferred several times, and finally, they disconnected my call. At that time, I contacted Toyota Sheehy of ********, **, about my situation, requesting that a management team member reach out to their other location. I am writing to you with the hope of a peaceful and amicable resolution from Toyota Sheehy of Fredericksburg. I kindly request that you honor our agreement made on 10 March 2024, to refund my deposit if I no longer wish to purchase the vehicle from your location.

  Business Response

  Date: 05/28/2024

  *****,

  We do apologize for any inconvenience this may have caused. We do have a deposit on a CC.

  I personally have not received any messages on this matter. We will promptly refund the card on file for the amount of the deposit.

  Again, we do take all communication issues very serious, I am the general Manager and if you would like to discuss this further, please do not hesitate to call.

  Thank you and I hope you are enjoying your new vehicle.

  Respectfully,

  General Manager

   

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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.

  **************** needs help! People ignoring customers when they come in.Joking around with one another, on the phone. Was greeted with you can sit in car or I can bring you a chair after I drove 2 hours to get to a Sheehy VIP dealership.This was the worst Sheehy I have been to and been to almost all in MD and VA.Don't sign up for this Sheehy VIP ever again.

  Business Response

  Date: 05/10/2024

  *******,

  We apologize for any miscommunication you may have experienced during your recent visit.

  If you would like to discuss this matter further with myself or ************************* our Service director, we can be reached directly at ************.

  Please do not hesitate as we do take these situations very seriously.

  General Manager

• Initial Complaint

  Date:08/01/2023

  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 used 2014 ******* Santa Fe Sport on March 9, 2023. The car had about ***** miles and a good service history. The sales process was quick and easy being that I was coming from Richmond to Fredericksburg to make the purchase. I had no issues with the car at all for the first 3 months. I dont drive too much because I work from home. On July 4, the car started making a noise as I was driving somewhere. On my way back home, the car shut off on the highway and wouldnt turn back on. I reached out to the salesman **** who gave me contact info for a ***** in the service department. I have been trying to reach ***** since July 6. *** left messages and gotten no response. I paid to have the car repaired, but it still wont start. I just want my car fixed. I JUST purchased it a few months ago.

  Business Response

  Date: 08/01/2023

  Kiya Graves 

  *************** to the above request for service. I reached out, via phone number provided and I left a message and return number to contact me directly.

  I am interested in the repair that you said you paid for elsewhere. Can you e mail that to me? ***********************************.

  I will wait for your call so we can proceed with trying to get your vehicle repaired.

  Thank you and respectfully,

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

  General Manager

  Sheehy Toyota Fredericksburg

  Customer Answer

  Date: 08/22/2023

  BBB This is a follow up to my original complaint. I still have no resolution to my issue and keep getting the run around. The ** (*********************) asked me to send receipts for parts and labor that I paid for so I can be reimbursed; however, he has not responded to my message. Sheehy had my car towed from Richmond to Sheehy Toyota in Fredericksburg but they couldnt find the issue. After a few days, *********************** contacted me stating that Sheehy towed the vehicle to a ******* dealership in Fredericksburg who had the vehicle for another week then advised Sheehy that they didnt have time to look at it because I didnt have an appointment. They also advised them that there was a recall on the engine and that could be the problem. I was told by Sheehy that since the Fredericksburg ******* dealership couldnt look at it they would tow the vehicle to Sheehy ******* in ******* ** to be fixed. Someone from ******** ******* called me Friday advising that they couldnt do anything because my battery was dead. Nothing was wrong with my battery prior to them picking it up from Richmond because 3 mechanics checked it and one tested it stating that the battery had a good charge. When I call the Toyota dealership, I constantly get transferred but still unable to speak with anyone. Ive left messages requesting to be called back but still get no response. I have been without my vehicle since 7/4/23 and spent $400 on parts and labor for something that didnt need repair not to mention Lyfts. The dealership and the ** at this point have been unprofessional in their lack of communication and follow up. I have asked for a rental vehicle until this is resolved and I get my vehicle repaired but they are refusing to speak with me. Do I have to contact my lawyer?

  
  

  Business Response

  Date: 08/22/2023

  We are in th process of getting an approval on the engine repair which will be covered under ******* warranty if approved. If the repair is approved ******* will also pay for a rental car.

  The ******* dealers are repairing dozens of theses vehicles monthly, that is why we pulled the car from Phonaka ******* and brought it to Sheehy *******.

  ***** will be reaching out to you today to provide a loaner vehicle in the mean time 

  Please call me directly if needed at ************ ask for ************** GM.

   

• Initial Complaint

  Date:07/29/2023

  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 am filing a BBB complaint against Sheehy Toyota of Fredericksburg for their refusal to cancel and refund the extended warranty purchased on my 2022 Toyota 4-Runner. Despite multiple attempts to resolve the matter, I have faced delays, unresponsive customer service, and conflicting information. I am unable to contact anyone in the finance department to cancel the warranty and my messages/request to return my calls have never been returned. I seek assistance in obtaining the promised refund and hope this intervention prompts improved customer service practices at the dealership. As instructed, I emailed the bill of sale to *********************** on June 24th 2023, showing that the car was sold on 6/24/2023 and have never received confirmation that the warranty was cancelled.

  Business Response

  Date: 08/07/2023

  ************ did buy his 4Runner from Sheehy Toyota of Fredericksburg but when he contacted the dealership to cancel the financial products, he called Sheehy Toyota of ********.  ******************** store didnt follow up because they could find no record of the purchase. This was further complicated by the fact that ************ is not on the 4Runner deal but his wife is. 

   

  Once all of that was discovered, the Fredericksburg store worked to find what financial products were cancellable on the purchase. Sheehy of Fredericksburg found that he had actually purchased more than he realized and we are processing his refunds now.  ************ now has direct contact with the customer relations manager *************************** and he is satisfied with the outcome.

   

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

  Quality Assurance Manager

  Sheehy Toyota of Fredericksburg and ********

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