Complaints

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

close

Find a Location

AutoNation Toyota Mall of Georgia has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  AutoNation Toyota Mall of Georgia

  3505 Buford Dr Buford, GA 30519

• 

  AutoNation Toyota Mall of Georgia

  3505 Georgia Highway 20 Buford, GA 30519

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:08/18/2022

  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 2019 Toyota 86 TRD, I am now having engine issues when the mileage on the car isn't even 25K. I took it to the dealership as the car has warranty and was told by the dealership will submit info to warranty, and provided me with a loaner vehicle that I was not allowed to pass state lines with. I moved to GA however I have shared custody of my kids that reside in FL. I have not been able to see them for over a month because I am not able to pass state lines with the loaner vehicle. I received a call yesterday advising my car will not be covered due to missing 2 oil change receipts. They also stated the filter says 2019 which makes no sense since in January of 2021 there is maintenance records that Toyota did the oil and filter change. Aside from the we did the oil changes because Toyota kept rescheduling our appointments. The service man that called me said he tested the oil in the lab and could tell the oil was good and had been changed but because I do not have a receipt I am stuck with a brand new car with a bad engine! I want the car fixed, a loner vehicle that allow me to be able to travel across state lines. This is ridiculous and I will contact the news and get a lawyer if not resolved.

  Business Response

  Date: 08/19/2022

  As a dealership, AutoNation Toyota Mall of GA, has followed all the guidelines/policies & procedures established by Toyota corporate regarding ************************ case. We have to adhere and follow with Toyota's warranty guidelines for all warranty claims and they are the only ones that make the decision to approve or deny a warranty claim. We have escalated this case to Toyota Technical and they rejected any warranty coverage for the vehicle unless proof of the oil changes is provided. The customer is missing records of 2 oil changes with the current oil filter dated on the 13th week of 2019. 

  The customer has also reached out to ********************** corporate regarding this issue and they contacted our to our District Manager, Fixed Operations, *****************************; She agreed with our diagnostic and rejected the claim as well.

  
  We have gone through all the logistics needed to assist ********************, but unfortunately, without the proper documentation that proves that his vehicle has had regular maintenance (oil changes), Toyota will not cover the repairs under warranty. Our service manager has spoken to the customer and reiterated to him that we can not override Toyotas warranty policies nor change the claim status. However, we would be more than glad to reach back out to Toyota once he can obtain the documentation needed to proof that service has been performed to his vehicle. 

  
  

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17733147
  
  I am rejecting this response because: We were told by service that they can see that the oil has been changed as a oil sample was sent to a lab the car is a 2019 the last time it was at the dealership was January 2021 so you are telling me a 2019 filter is in the car, could have easily been old stock. Not even a Goodwill offer was given. This is completely not acceptable the car has been maintained other than this issue we are having the car is in pristine condition. We are stuck with a brand new car with a little over 24K miles that has a damaged motor. This is complete insanity. We will be seeking legal counsel if this is not rectified. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/30/2022

  Good afternoon, 

  We are attaching the email thread of our communication with Toyota regarding this warranty claim and their response. As a dealership, we cannot override Toyota's decision of this case. 

   

  From: *************************** (TMS)
  Sent: Friday, August 19, 2022 3:40 PM
  To: ****************** <********************************>
  Subject: FW: *****/***************************** *****************; 
  
  PROTECTED ?????
  
  Please see documented thread from **** and ************* 
  
  Best regards, 
  
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North *******  
  Tel: ************
  ****************************************************** 
  
  
  
  
  From: *************************** (TMS) 
  Sent: Monday, August 15, 2022 3:38 PM
  To: ***************************** ; ***************** (SET)
  Subject: RE: *****/***************************** *****************; 
  
  PROTECTED ?????
  
  Hello, 
  
  Thank you for the confirmation. I will reiterate this to the guest. 
  
  Best regards, 
  
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North *******  
  Tel: ************
  ****************************************************** 
  
  
  
  
  From: *****************************  
  Sent: Monday, August 15, 2022 3:28 PM
  To: ***************** (SET) ; *************************** (TMS)
  Subject: [EXTERNAL] Re: *****/***************************** *****************; 
  
  Yes receipts need to be verifiable.
  
  Thanks
  
  Get Outlook for iOS
  ________________________________________
  From: *****************
  Sent: Monday, August 15, 2022 2:35:08 PM
  To: *************************** (TMS) ; **************************;
  Subject: Re: *****/***************************** *****************; 
   
  ******, 
  
  In order for Toyota's warranty to cover the claim the customer needs to show proof that the vehicle was serviced.  Based on *** the last time the vehicle had an oil change was 01/27/21 at ***** miles, with that said the next oil change was scheduled for ****** miles or 9/15/21 but during the visit of 10/18/21 the customer declined the oil changed. 
  
  So, from the last oil change recorded 01/27/21 @ ***** miles to today. The customer needs to show proof of at least 2 oil changes by mileage & time. 
  
  @***************************** are you ok with this? attached you will find the *** and CarFax in case you want to review it. 
  
  Thank you, 
  
  *****************
  
  Customer Experience Specialist 
  Southeast Toyota Distributors, LLC.
  100 ************************************
  ***************, ** 33442 
  Office: **************
  
   
   
  
  
  
  
  
  
  
  ________________________________________
  From: *************************** (TMS) <******************************************************>
  Sent: Monday, August 15, 2022 2:07 PM
  To: *****************
  Subject: *****/***************************** *****************; 
   
  PROTECTED ?????
  
  Good afternoon ****, 
   
  I wanted to reach out regarding guests by the name of *****/***************************** with a 2019 Toy 86 with ****** miles on it. The engine has a rod bearing noise that needs replacement as a remedy. However, dealer is declining service unless guest can prove they had their last two oil changes completed. The only oil change is currently reflecting on the *** is ***** miles completed on 1/26/21. 
   
  The guest did claim to have the oil changed completed at ****** miles but the husband changed it and it is currently due for the oil change. They stated they bought the oil and filter from a ******* 6 hours away and did not keep the receipt and do not have a way to travel to go request a copy of the receipt. 
   
  The Service Manager ***** did advise of TAS case # TA222070288 and advised the guest needed to provide proof of oil change services before proceeding. Is there anything else we can do prior to declining the guest service or is this the only option we can provide? 
   
  Best regards, 
   
  *************************;
  Brand Engagement Case Manager  
  Brand ******************************************************* North America  
  Tel: ************
  ****************************************************** 
   
   
  This e-mail transmission contains information intended only for the use of the recipient(s) named above. Further, it contains information that *** be privileged and confidential. If you are not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message (including any attachments) is strictly prohibited. If you have received this e-mail in error, please notify the sender by reply e-mail and then delete this message from your mail system. Thank you for your compliance.