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Business Profile

New Car Dealers

Ernie Palmer Toyota

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In 4/2020, I purchased my Rav4 XLE from Ernie Palmer Toyota (now Butler Toyota). In 1/2021, my husband took the vehicle for service due to a loud tire noise when driving. Toyota said it was faulty tires and replaced the entire set.

    Since the 1/2021 visit, my husband has taken the vehicle back 3 times in hopes that the problem would be determined and repaired. The dealership first tried to tell us that they didn't hear the noise, so we requested that the lead mechanic drive our vehicle. No additional diagnostic testing was done, we were told instead that we needed new tires in spite of having tires that were replaced a year prior. By April of 2022, the noise became so loud that it was heard by callers when connected to the car's Bluetooth. My husband set up another service appointment to have the problem evaluated. This time, we were told that the problem was due to something in the steering column so they unassembled the steering column and installed some "noise reducing material." Not only did this not solve the problem, but they failed to reconnect all of the steering wheel features and I had to schedule another appointment so they could reconnect them. At that time, I informed staff that the noise was ongoing and I was advised to drive it a little more and see if it improved with the install of the material.
    In 6/2022, we took it for routine maintenance and to have the dealership look for the cause of the unresolved noise again. Once again, the steering column was unassembled and more of the "noise reducing material" was installed.
    We were then asked to drive it for a little bit to see if the noise improves and to contact the dealer before completing any surveys if it was not. To date, all attempts to have this issue addressed by Toyota have been unresolved and, conveniently, they are now refusing any additional service due to the warranty expiring this year, although the issue began during the warranty period. (One receipt attached states ongoing concern.)

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