ComplaintsforPriority Toyota Springfield

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I Purchased a new **** on 05/15/2023 and was charged an additional $4295 for a Service Contract that I was not aware of. I went back to the dealership on 05/18/2023 and talked to ***************************(Finance Manager) and she immediately agreed to cancel the $4295 amount. I was told the amount will be taken off from my lien holder ************ Auto Finance) in a few weeks.After two months and still did not see the canceled amount taken off from *********** Auto Finance, I went back to the dealership again on 07/24/2023 and this time I was referred to *************************** (Finance Coordinator). ******* told me that the dealership will send a check to *********** Auto Finance in two weeks or so and I should see the amount deducted from my loan amount.Nothing has happened as of today 08/14/2023. Called ******* several times and got no responses from her. Agreement Cancellation Request attached.

  Customer response

  09/03/2023

  The issue had been resolved. Thanks

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ***************************, I purchased a 2012 Toyota ***** on June 14, 2023. Prior to the sale I asked for a price reduction due to the noise coming from car, a manager offered to fix the noise if I bought the car at price, I said yes. I was given a letter with a 30 day warranty and an I Owe You at the bottom for the repairs. I went into dealership the end of June due to engine light on, I gave service person letter, for warranty deal, and they fixed light. I had surgeries on July 6th and while recouperating for 2 weeks I realized car needed to be fixed still. I went and explained everything, the manager I spoke to offered to give me a check for car, I said no I want it fixed. He took me around to his computer to show me they made $450 on sale of my car and they werent going to fix part that costs more. I explained about letter and that I was told told it would be fixed. He said come back the following Tuesday. I came on July 25th and I spoke to several people one of who is a blonde woman who wrote up aggreement and remembered everything. They looked at car and said they wont fix it because I said noise sounded like it was coming from brake. I sent message to dealership explaining that I'm not a mechanic and if noise isnt brakes, its near the front of car. Noise is a tourque converter. No one returns my calls after I sent complaint. I want my car fixed as promised. I expect my car to be fixed and I expect this dealership to keep their word. Please help me to get my car fixed, Thank you, ***************************

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/4/2023, I purchased a 2020 Toyota ***** and warranty from Springfield Toyota in the amount of $30,000.00. I agreed to purchase the car because I was promised and given a "WE OWE" form for tints and remote start of my choice. To this day I do not have the original registration for the car. I never received a phone call as promised by the salesman ************** for the service depart to schedule the installation of the tints and remote start of my choice. I called and made an appointment to drop the car off on March 29, 2023 at 8am. The older gentleman that was not provided good customer service called to tell me that I did not have an appointment and that I was lying. To make matters worst I went to the front receptionist to inquire about my registration, I was told that it was sent to me overnight via ***** weeks ago. I asked for the tracking number. Then was told that "we" will recall the package and have you pick it up. No one from tags and title came out to speak with me and was relaying information through the receptionist. She provided a copy of the registration but I have yet to receive the original. After talking to several different people my car salesman ***** called to apologize for the "WE OWE" issue and told me that ****** will be calling to schedule an appointment with me. ****** called and told me that I needed to car pick-up the car and bring it back on Apr 5, 2023. I drop the car off and pick up a loaner on Apr 5, 2023. The lady who was helping me didn't understand English very well so I wrote on the paper she had with my name on it the type of remote start DRONE and tint level 5% I wanted. My car was supposed to be ready for pickup on Apr 7. I called and left a voice message for ******* on the afternoon of April 7 on the status of my car and never received a returned call. On Apr 18 ****** calls me to let me know that my car had been ready since last week. I pick up the car and the Drone system was not installed in my car. I called ****** to

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used car that was presented to be in near perfect condition. After transporting the vehicle to FL, I learned it was completely mouse infested and the dealership had concealed the smell using heavy perfumes and odor masking techniques. The entire interior was removed, carpet and many wiring harnesses replaced resulting in $8400 in damages. I later learned that they underpaid for the vehicle by 10k dollars, completely taking advantage of the elderly gentleman that owned it. After speaking with the owner of Priority, *************************, he assured me that they would "make things right" by reimbursing me for the repairs. He no longer responds to emails and calls.

  Business response

  03/31/2023

  Before the customer purchased vehicle it was inspected by his mechanic. However as a goodwill gesture we did refund the customer $3000.00.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Just purchase this car in the past month and a half . When I purchased this vehicle, the used car manager, Alan lied to me and my family saying that this vehicle slogan inspected and gone through with used car check out. When this car was taken possession by me, one of the representatives in that store mention to me that this vehicle never had a used car checklist done. Within an hour of taking possession of this vehicle, I’ve noticed that the transmission was faulty, since it was taking longer to shift gears, and I’ve also noticed a loud noise from the wheelchair, I took it back within an hour. They held my vehicle for two days, and told me that the job was done. When I got the vehicle back, none of the issues were addressed, and nothing was fixed, I had to take the vehicle back to them again after four days of owning the unit and they kept the vehicle for over a week and a half, this is a used car tactic where they keep the vehicles in the service day and wait until the loan is funded so you have no options in backing out of the vehicle. If you don't want to, I got the vehicle back the wheel bearing was fixed, but the transmission was still faulty, there was more issues arising with funding and getting my loan process and paying off my trade, after weeks of going through that we got it taken care of but the transmission was never overseen. I brought it to the attention of multiple managers, multiple service department and multiple service managers and none returned my call even after requesting to speak to the general manager. I had to personally look in their website and get the general managers phone number and called him in mentioning this whole issue And he had scheduled a appointment for this Saturday, 7 October. My transmission is being jerked a lot more and its not safe to drive and its causing a huge inconvenience for me and my family. My resolution to this is I just want to return the car, retrieve my money that I put down and go on with my day.

  Business response

  10/10/2022

  We are having the vehicle repaired to the customers satisfaction.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2022, I went to Priority Toyota of Springfield, Virginia for a scheduled oil change. My appointment was at 5:30 pm. The service was performed by the dealership and I left at approximately 7:30 pm. I did not open the hood and check the oil or make sure the service was done properly. I was approximately ten miles away from the dealership when I noticed smoke coming from the engine compartment and out from underneath the hood. There was a very strong odor of smoke. I could feel a difference in how the car was running so I immediately pulled to the side of the road. I opened the hood and there was motor oil sprayed all over the engine compartment. The smoke was from motor oil burning on parts of the hot engine. Luckily the car did not catch on fire. I checked the oil and there was no oil on the dipstick. I took photos of everything. The car was towed back to the dealership and I had to find a ride home. On May 4, 2022, at 7 am I called the service department and explained what happened. They said they would look at my car. I told them I needed a ride to the dealership and a loaner vehicle so I could go to work. They sent a Lift to pick me up. When I arrived I spoke to *******************, the service manager. He said they would re-do the oil change and clean the engine compartment. He said they would also clean the car and do a full detail. I explained that the engine is ruined and will never be the same because the car was driven without oil for miles. ** this point, he dismissed me and walked away. ************ was rude and very unprofessional. On May 5, 2022, at 7 am I picked up my car from the dealership. I was not given any explanation and was told to get the key from the cashier. Under duress and having no other option I took possession of my car. The car does not feel like it runs the same and I don't have the money to bring it to another mechanic. I feel uneasy driving it now. I'm not sure what else to do at this point.

  Business response

  05/09/2022

  Please bring the vehicle in and we will inspect to make sure it is running fine.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 11th $145 was charged for diagnostic fee.I called the dealership before going to the shop. I spoke to Paul about the issue I was having. I had a service repair done by Toyota in 2019. I asked paul if they can check and see if the issue I am having with my car is the same as that was fixed by toyota before. Paul assured me that he would not charge me for diagnostics if the issue was the same that was fixed by toyota. I took my car and dropped it off with the dealership. Next day I went to pick the car, and I was told its a different issue and not the torque converter that was fixed by toyota before. I asked Paul several times about the torque converter and he clearly told me that the Torque converter is fine and your transmission is bad. Since its not the same issue, I have to pay the diagnostics fee. I paid $145 and left. I took my car to another repairshop to scan, and the very first code that cameup was torque converter. I have attached the scan report here. I called paul again, he did not help. I talked to Susan, she is the customer service manager. She did not help and told me she will call back. She never did. I filed a complaint to toyota, and recieved a call from her. Same thing she said she will talk to her director and call me back. She never did. I tried calling her again or her manager chris, but then both of these were sent to voicemail. I left voicemail to call me back but never received a call from them.

  Business response

  03/07/2022

  Unfortunately we cannot refund the diagnostic fee because the vehicle is out of warranty and also because it was repaired at another Toyota dealership previously. All repairs made by Toyota dealerships are warranted for 12 months unlimited mileage and this vehicle was repaired August 19th 2019.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle back in June 2018 with Priority Toyota Springfield. When I was looking into trading in my car in 2021, I was told that my odometer reading was over 200k since 2018 based on Carfax. The car had actually only 60k miles. When looking closer at the situation, the odometer discrepancy happened when the title was sent over to the DMV at the time I purchased the vehicle at Priority Toyota. This devalued my car by over 10k dollars. Since then, I have been back and forth with the dealership about sending the proper documentation to the DMV to get this fixed. It is now February 2022 and I have been dealing with this problem for over a year. I recently went to the DMV and was told that there is no record of a dispute or any documentation that has been sent. I have emails and voice recordings of unmade promises from the dealership from multiple staff members. I have spent numerous hours trying to fix an issue that should have never been made to begin with and the dealership does not take any fault in the discrepancy and has even blamed it on me (all evidence in an email sent to me by ********** the title clerk). I am unable to trade in my vehicle which has led me to keep a vehicle that is no longer right for me. The dealership has been unresponsive when I have asked for the documentation so that I can take it to the DMV myself. I have been getting my vehicle serviced at the dealership but they apparently do not keep record of it and the odometer reading each time.

  Business response

  03/31/2022

  This issue has been resolved.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 15 Dec 2021 I took my Toyota ****** in for a Recall notice fix. Right after I turned my vehicle In I had to go to work. I worked in a building that day where I was not allowed to take my phone in. Once I was done and went back to the dealership to pick up my car the service representative stated that it was at the service department. To my surprise someone (not me) agreed to services that I would have never done to my vehicle. Once I ask the service representative stated that he called and some lady stated that it was okay. I tried to get a name so that I can bring this up to the business that I was working at that day, however they was unable to provide me with a name. I then called after I picked up the phone to contact the service manager however nothing was completed. I would ask that all service representative get special instructions to not approve recommended maintenance on a vehicle unless they are for sure that the person that they called are the owner of the vehicle before they conduct maintenance on a vehicle. I heard that this has occurred numerous time in the pass from this same dealership and would like to get this fixed. I would also like to get a name of who authorized the maintenance so that I can tell the business that I was working with.

  Business response

  12/28/2021

  We will contact customer to resolve issue.

  Customer response

  12/29/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchase date: 8/20/2021 Finance Price: $58,638.82 Priority Toyota (Springfield VA) Committed to providing buyer with promotional interest, rate but later changed the rate in the contract without buyer knowledge. Priority Toyota also charged a surcharge for the vehicle due to COVID-19 and stated all of Toyota dealerships had such practices. Toyota Priority Owner Anthony W********** agreed to change interest rate, but rescinded the offer and told buyer to refinance else where. Priority Toyota also added additional warranties buyer was not aware of and buyer is having a difficult time canceling additional warranties. Summary: Dealership inflated the price of the vehicle and charged $7,000 over sticker price stating it was due to the pandemic and microchip shortage. The dealership stated "they" were all(Toyota dealerships) conducting this practice due to low inventory. Dealer changed the agreed upon interest rate for the vehicle. The dealer told the buyer they had a special interest rate of 2.49% and changed the interest rate without discussing it with the buyer to 6.64%. Buyer discovered the changed interest rate after 30-days. Owner Anthony W************* agreed to change the interest rate to what was originally agreed upon, because salesperson ******* confirmed the special promotion interest rate was agreed upon. Buyer expressed the need to discuss the matter with an attorney. Buyer contacted Owner  W****, who now does not want to change the interest rate to the agreed upon amount. Buyer is having a difficult time canceling the additional warranties buyer thought was included in the standard warranty. Buyer was aware of the Gap warranty, but not the other warranties.

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