ComplaintsforSteven Toyota

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 27, 2024, I visited Steven Toyota in Harrisonburg, Virginia, to purchase a 2020 Mazda CX-5. Prior to this visit, I had inquired about a 2019 Mazda CX-5, which I had test-driven previously, but I expressed to ***** ********, the Sales & Leasing Consultant, that I strongly disliked the red color of that vehicle. After some back and forth, ***** assured me that the dealership was willing to "take a hit" to earn my business, and he provided me with a buyer’s order reflecting a 2020 Mazda CX-5 at an agreed price of $18,450. I even confirmed with ***** twice that this buyer’s order was correct, and he reassured me it was. I proceeded with the necessary arrangements. I forwarded the signed buyer’s order to my loan advisor, **** *****, at **** **** ******* ****** *****, where my loan was subsequently approved based on this document. I also arranged insurance coverage for the 2020 Mazda. However, when I arrived at Steven Toyota to finalize the purchase, Finance Director ****** ******** informed me that the buyer’s order was not a valid document because it did not have all my information, which is false since my name was clearly listed. He further stated that the check from my lender was not "real" and that it would not start accruing interest until it was cashed.Which is false as its roughly $8 a day. On August 30, 2024, I received a call from Sales manager ***** ** ***** after I had already sent two emails requesting the dealership to rectify this situation. During the call, I reiterated my desire for the dealership to honor the signed buyer’s order for the 2020 Mazda CX-5. Mr. ** *****, however, claimed that the buyer’s order was incorrect and reflected the wrong car This situation has caused me significant financial and emotional distress. I have incurred additional costs, including $142 for insurance on a vehicle I do not possess and around $500 out of pocket for a rental car, including a $300 deposit and $170 for an extension due to this unresolved issue.

  

  Business response

  08/31/2024

  My name is **** ******** and I am the General Manager of Steven Toyota. As much as I hate to admit, We are confused. The first attachment is of a contract of a vehicle from a dealership other than Steven Toyota so it appears this person is confused as well. We do notice where *******  "shopped" with us and had intent on buying the Mazda noted above. Oddly we do not have a signed buyers order by the customer which does serve as a bill of sale. Steven Toyota also does not have any payment from this individual. This is the first time that upper management has heard of a concern from this individual. As a management staff that takes car buying very serious we always prefer to address any concern head on. If someone wants to skip our resolution process and head right for the Better Business Bureau, we as a business prefer to part ways as friends before we do any real business together. Being that *******  is not even our customer we wish this individual the best of luck in their shopping process. Ultimately we have every solution in house available that was mentioned in the complaint, for example we have a fleet of 40 vehicles for being rented or sometime loaned out as well of a plethora of lending institutions available at our will to create an auto loan. The point of making these facts known are to defend ourselves that we will not be reimbursing any money for any of the choices that this person made. Safe Travels!

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a vehicle in 2019 from Steven Toyota and was told it was certified used and found out today it was wrecked with a lot of front end damage. Was never told it was wrecked nothing.

  

  Business response

  07/02/2024

  Please respond directly to our General Manager Ryan Sodikoff at either ************************** ** ************ or come in person to Steven Toyota to explore this situation further. Unfortunately discussing this matter on the Better Business Bureau platform is not our best solution!

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The incident with Toyota began Thursday, 14 July 2023. The total charge was $3180.21, but I am concerned about the charges associated only with a brake booster assembly, $2730.21. I am frustrated at not being aware of the opportunity to have my brake booster replaced at Toyota’s expense instead of mine. I received recall notices after purchasing my 2010 Toyota Prius (VIN *****************). I do not recall any notification about replacing this part that should last the lifetime of a vehicle. If Toyota did send notification, I would appreciate learning where and when it was sent. The other issue concerns potentially unethical practices at a Toyota dealership. When **** Toyota was not be able to get brake booster for at least a week, I was able to get in next day at Steven Toyota in ************, ********, and they could get the part next day. When I called, I believed I was connected to Service Dept. They told me the master cylinder came with the brake booster (which cost $748), while **** said I needed to buy a master cylinder separately, so I believed I would save quite a bit of money and time. However, I was required to pay in advance with on refund option if part wasn’t needed. When I arrived, I learned it was the Parts Dept I’d spoken with and paid. Once Service began, they said I would need to pay separately for the master cylinder, despite Parts Dept info. When given my receipt, it didn’t include receipt from the Parts Department until requested. I was charged for the following two parts that online are both listed as Cylinder Assembly, Brake: *********** ***********  I worry advance charge is a scheme to charge twice for the same part. Let me know if mistaken. Also, why would one dealership be able to get part within a day, while another, an hour away, required at least a week. If Toyota is able to honor the replacement of this part, I would of course be delighted to be reimbursed for that portion of my bill. Thank you BBB staff for all that you do!

  

  Business response

  09/18/2023

  We are very sorry that you are dealing with this situation. We are also grateful that you chose Steven Toyota for the solution to your concerns. Unfortunately the end result will not be the way you had envisioned. The following information will be the formal perspective of the manufacture Toyota.Customer Support Program ZJB Certain 2010 Model Year Prius and Prius PHV Certain 2011-2015 Model Year Prius Certain 2012-2015 Model Year Prius PHV Coverage for Brake Booster and Brake Booster Pump AssembliesPrimary Expiration Date: 11/30/19Secondary Expiration Date: 03/24/20 or 150,000 milesStatus: EXPIREDMemo: This Customer Support Program provides coverage as it applies to the brake booster and brake booster pump assemblies. The specific condition covered by this program refers to certain internal malfunctions of the brake booster and brake booster pump assemblies. In addition to certain internal malfunctions, specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 may be stored in the vehicles memory to be used as verification. 

  Customer response

  09/18/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. While Stevens Toyota addressed the warranty question, they did not respond to my questions about potential fraud regarding parts required for the service. Regards, ***** *******

  

  Business response

  09/22/2023

  We are very sorry that you feel this way. Fortunately zero fraud has taken place in this situation. This situation is simply a customer with a concern about their vehicle brought this vehicle to our service department for a solution. Steven Toyota solved the issue years after an existing manufacture campaign had expired at the customers request and expense. We are grateful that you selected us to be a part of the remedy. Steven Toyota hopes that you have peace of mind and safe travels!

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently went to Steven Toyota to get a truck , I applied for financing and put 2000 dollars down , when I applied I had recently switched jobs , I put down on my credit application my old job because I could only provide check stubs , for that job , I had started new job but didn’t have check stub from them yet , hence the reason . We got approved and got all that squared away , the following Thursday the bank that was doing the financing called to verify employment and of course I didn’t work there , they negated the lending for truck so I had to bring it back , I asked ** and ***** both from Steven about the 2000 dollars and they told me it went to sales tax , and clearly it was no sale , the truck was never registered to me or anything , clearly the bank that was going to finance it , backed out because of employment discrepancy , so I brought it back and then called and asked about the money , I returned the truck just like it was when I drove off with it , still all my money went to sales tax is what I am being told , I checked dmv and nothing had been registered to me , ***** one of the managers told me that it was filed with the dmv , the night I drove off with it , which it was 7pm at night , clearly dmv want open then and that was the first lie from them , and then 2nd was it all had went to sales tax , clearly no sale . I reached back out to them on Saturday of last week , and told them I wanted something in concrete from them on a breakdown of where my 2000 went since it was not a sale , and had to call sales man , to get that message , to give to managers , they dodged my calls and never responded back so I kept calling , then I had to text salesman and tell him that if I didn’t get a call that I would just drive there to their lot and tell everyone on lot and showroom how they were doing me , if I didn’t get a call back from manager , about 10 mins later he calls and I tell him what I am calling about again like he doesn’t already know

  

  Business response

  08/27/2022

  As far as we are aware the customer is now completely satisfied. This case has been closed.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 certified pre owned 2019 Toyota 4Runner at Stevens Toyota on 6/22/2022. I picked the vehicle up on 7/6/22 Within a week I noticed a musty smell in the car. I pulled out the weathertec brand plastic floor liners and found all the carpets (front and back) were soaking wet. I brought the vehicle to the dealerships service department on 7/20/22. I asked for the vehicle to be looked at and was told I couldn’t be accommodated because I didn’t have an appointment. I felt this was wrong because I had just bought this vehicle and I obviously had a major problem. After a somewhat confrontational conversation with the service manager then agreed to try to look at the car. They informed me late in the day that the windshield was leaking, and that they would schedule me for a resealing of the windshield at an outside company called “windshield city” on Monday, July 25. I brought the vehicle to the dealership on July 25 (they gave me a loner car) and picked it up late that day assured it had been fixed. The vehicle had a horrible musty smell but I hoped it would go away with time. On Saturday July 30, I again noticed a stronger smell on the car. I also noticed water stains on the inside of the dashboard glass. I made the next available appointment on the dealerships website for Tuesday, August 2. I returned the vehicle to the dealership and they told me it would be done by 1 o’clock the next day because the windshield was still leaking. At this point I am hoping that the repair will be sufficient, but when I spoke to the service technician about the moldy smell and the water stains inside the dashboard, I was told it would be “fine” My concern is this: even if the windshield leak is repaired, I worry that there is long-term damage to the quality of the car in terms of mold, mildew and potential rust or corrosion to the cars systems. I want the vehicle repaired and the interior Restored to the condition as when I test drove it

  

  Business response

  08/03/2022

  We are sorry to hear about this concern. Please reach out to ***** **** the service manager as well as the used vehicle manager *** *****. Both can be reached in person during 10-4 Monday through Friday or via the telephone at ************. Certified Toyota Vehicles have received a rigorous 140 point inspection and we encourage you to revisit the inspection sheet as well as the vehicle history report at your earliest convenience.

  Customer response

  08/06/2022

  I have reviewed the response offer 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. Regards, ******* ******* My car was “repaired“ for the second time on Wednesday the August 3. today is August 6. It rained last night and the floorboard of my car soaking wet

  

  Business response

  08/09/2022

  Feel free to come by at your convenience to speak with management. We would love to assist you in a vehicle buyback or assist you in finding a different vehicle for you to trade in for. If this option does not suit please speak with Blair Vile the service manager.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new 2022 rav4 xle on 3/5/22 picked up vehicle on the 23rd in the rain, parked vehicle on the way home and noticed dent on driver side door as soon as getting out of vehicle, there was no scratch or imprint in paint where dent was(leading to believe that this is a defect in the manufacturing of the metal), there was a scratch on the back driver side door, the is paint streaks on top of the trunk panel, and a gap in the plastic of the center directly below the stereo and near the A/C knob(looks like center was not put together correctly on the driver side as the passenger side does not have this gap), contacted dealer right away, requested vehicle be throughly looked over and a multi-point inspection be completed, the scratch was repair on the 31st and the dent was attempted to be repaired that same day as well as the paint on the trunk panel, the dent was not properly repaired(still there, more shallow now but bigger in width), paint marks as not as visible but can still be seen and now looks like there is quarter sized circle marks in the paint, the center plastics was not repaired and I was told to superglue it together and that if they did anything at the dealership it would be glueing it together, during the process of repairs service employee **** told me the paint on the car was my fault, then I was later told by a finance manager, *** that from the pictured I have that is looked like a “****** application of the clear coat”, later was told by manager, *****, we would be “exchanging” the vehicle as I was not happy with the repairs they tried to complete, went to exchange vehicle one day after getting off to only be told they were actually going to buy car back and sell me another one(which I would lose at least 6,500 of my down payment), asked to speak with manager there, the manager refused to come out to speak with me at that time, was later called by the GM, ****, who agreed that they had sold a damaged vehicle, THERE IS A LOT MORE THAT I CANT FIT!

  

  Business response

  04/21/2022

  Unfortunately this customer has a very bad case of buyers remorse. This is proven due to the exaggeration to the point where the customer states that I agree that we sold a damaged vehicle. I have never met this person, I never saw the vehicle and I was not working at the time of delivery. I would never agree to something that I was not involved in. Steven Toyota offered to buy back the customers vehicle of which the customer denied the offer and opportunity. Steven Toyota no longer has an interest in working with or attempting to satisfy any additional concerns from this customer.

  Customer response

  04/22/2022

  I have reviewed the response offer 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. they did offer to buy back my vehicle only after a manager had told me we would be doing a vehicle “exchange” and during this buy back the dealership would be gaining another 6500 off of me and I would be losing that much of my down payment. At no point has any of my problems been exaggerated, I have dealt with people who have put me down, disrespected me, told me to educate myself and blamed me for the damage that came on the vehicle they sold me. **** was the last person I spoke to on the phone and he did agree that the vehicle was defected. He may not have been involved in the sale of my car as well as when the vehicle was picked up but he did have involvement in stating it was defected and also confirmed that they don’t keep documentation of phone calls and when a customer complains about products or services. I have reached out to Toyota brand engagement and they have stated this the not proper documentation and have denied a lemon law solely based on the lack of documentation this dealership keeps as well as stating that I denied an inspection when I specifically came in for a repair, multipoint inspection and a thorough look over the vehicle. Which I later asked about and they said it was completed and didn’t know why it said that on a service document. I don’t see where a customer losing a substantial amount of money, the dealer gaining it and completing not 1 but 2 sales by having me buy another vehicle is attempting to satisfy and fix a problem that they made worse.  Regards, ****** ******

  

  Business response

  04/29/2022

  Unfortunately this customer has a very bad case of buyers remorse. This is proven due to the exaggeration to the point where the customer states that I agree that we sold a damaged vehicle. I have never met this person though I did spend over 50 minutes trying to understand the customer concerns over the telephone, I never saw the vehicle and I was not working at the time of delivery. I would never agree to something that I was not involved in. Steven Toyota offered to buy back the customers vehicle of which the customer denied the offer and opportunity. Steven Toyota no longer has an interest in working with or attempting to satisfy any additional concerns from this customer. Nothing more will change on our end as this customer is no longer welcomed back to do ANY business with Steven Toyota. 

  Customer response

  05/07/2022

  I have reviewed the response offer 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. this is the same response I received the first time I asked for a resolution for damages on vehicle. How am I supposed to go to another dealership to get these problems fixed when I did not buy the car there? I do not believe I should have to pay more to get my car fixed properly when the dealership that sold the damaged vehicle and didn’t fix the vehicle properly the first time.  Regards, ****** ******

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new2022 Toyota corolla from the lot played with check and was supposed to receive car at end of last month after being delayed twice in shipping I was called and told my car had arrived once I got there I was told I needed to pay an extra 500$ because the vehicle rebate or whatever expired on the day I showed up to pick car up even though I had already played weeks ahead with check from bank I had to pay out of my own pocket 500$ they told me to contact Toyota north america. Which I did and Toyota north america told me it was not standard business practices and i had to deal with dealership

  

  Business response

  11/05/2021

  This is an unfortunate situation. Exactly what took place was at the time of ordering the vehicle the manufacture Toyota had a rebate of $500. Toyota took longer to deliver the vehicle to Steven Toyota which ended up being delivered AFTER the manufacture rebate of $500 had expired which was on 11.1.21. Unfortunately like the rest of the world, an untold number of supplies are in a real delay that everyone is forced to deal with. Steven Toyota has ZERO control of when vehicles arrive from the manufacture or when ANY manufacture incentive is implemented or expired. Our analogy is equal to when gas prices instantly go up all we can do is deal with it.

  Customer response

  11/15/2021

  I have reviewed the response offer made by the business in reference to complaint ID 16093360, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* *****

*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. ↩