Complaints

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:05/31/2025

  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.

  Engine Failure Due to ***************** at Toyota Stonecrest To Whom It May Concern,I am writing to formally lodge a complaint against the Toyota Stonecrest ************** regarding serious negligence that has now left me without a working vehicle.On May 22, 2025, my vehicles engine failed due to an oil-related issue. I have always taken my vehicle to Toyota Stonecrest for regular oil changes, trusting that the certified technicians there were properly servicing my car. However, upon inspection after the failure, I discovered that the oil filter appeared to be in a condition that clearly indicated it had not been changed regularly, if ever.I contacted Toyota Stonecrest multiple times to speak with a Service Manager, and after repeated attempts, I was finally contacted by a Service Director. Instead of taking responsibility, they stated that the filter could possibly look like this due to high mileage. This explanation is unacceptable, especially since Toyota Stonecrest is the only service center that has performed my oil changes. If high mileage were the issue, it would only highlight their failure to properly inspect and replace the filter during routine service.Because of their negligence, my engine is now inoperable, and I am without a vehicle. This situation has caused me not only financial stress but also major inconvenience and loss of trust in Toyotas service standards.I am requesting that Toyota take immediate corrective action and replace my engine at no cost, as this damage was directly caused by Toyota Stonecrests failure to perform proper maintenance.Attached is a photo of the oil filter, which clearly supports my claim. I am hoping this issue can be resolved quickly and fairly, but I am prepared to escalate this to consumer protection agencies, media outlets, and legal channels if necessary.I look forward to your urgent attention to this matter.

  

  Business Response

  Date: 06/02/2025

  Genair, we understand your frustration and truly regret the inconvenience this has caused. Please know we were not dismissing your concerns but aiming to be transparent. For a repair of this magnitude to be covered, we need to thoroughly inspect what led to the issue. Wed like the opportunity to review everything with you and work toward a resolution. Please contact me directly at your convenience.
  

  Sincerely,
  

  ******** *****, Service Manager
  Nalley Toyota Stonecrest
  **************

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23400461
  
  I am rejecting this response because: my continued frustration and concern regarding the handling of my vehicle service issue and the lack of communication from your team.
  
  
  I came to your location today, as Ms. ******** previously stated she would have the video footage available for review. However, she did not come out to speak with me directly and instead communicated through a service associate. I have made numerous attempts to call and follow up, but I continue to receive the runaround and have yet to receive any clear answers or accountability.
  
  
  At this point, I am without a vehicle and still in the dark about what happened. My car was running perfectly fine before the oil change, and your shop was the last to service it. I believe it is reasonable to request that my vehicle be towed to your location so that you can properly inspect it and determine the issue. Additionally, I am requesting a loaner vehicle while repairs are made by Toyota Stonecrest.
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/03/2025

  Attached are photos of oil filters from vehicles serviced at our dealership today. The customer's photo submitted to the ******************** appears very similar in condition to the ones I captured.
  It's important to note that the customer's next oil change was due at ******* miles. According to our records, their vehicle currently has ******* milesmeaning they exceeded the recommended interval by ***** miles.
  I spoke with the customer's son today and reviewed all of the above information with him. I also sent him the photos of the oil filters taken today for reference. I explained that, based on the vehicle's over-mileage and the condition of the filters, we do not accept liability for the current situation.
  Please advise if there are any additional steps you would like me to take or documentation you require.
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23400461
  
  I am rejecting this response because:
  
  
  
  
  
  
  I respectfully disagree with your assessment. The oil filter removed from my vehicle showed clear signs of buildup and contained partial metal particlesan indication of internal engine wear or failure. Additionally, the filters shown from other vehicles do not match the one removed from mine, which raises further concerns about the accuracy of the comparison.
  
  
  Given this evidence, I maintain that Toyota should take some responsibility for the damage. At the very least, I am requesting that Toyota assist with the repair costsif not cover them in full. This situation suggests a potential defect or premature failure that warrants serious consideration.
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/18/2025

  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.

  I spoke with the manager several times and he was suppose to be looking into it because of the incorrect information. They had me trade my car in and said that I would get a ******* check once my paperwork with *********** was cleared. So they waited until after to tell me they werent giving a check. I spoke with **** several times and he guaranteed I would receive thats the only reason I traded my car in. I wasnt desperate they misled me just to get a sale. I hope they dont continue to mislead people. 3/28 Good morning. This is **** ****. You and I spoke about my 1500 reimbursement. You were going to reach out to me on 12/14 and never did. I have given more than enough time for you all to handle dropping the ball and telling me I would receive a rebate check even after signing the docs.

  

  Business Response

  Date: 05/29/2025

  Ms. ****,
  

  Thank you for bringing this to our attention. I truly regret the confusion and frustration this situation has caused. I want to better understand how the $1,500 rebate was presented to you, as that is not how we aim to conduct business. We take these matters seriously and are currently reviewing the details with our team.
  Please allow us a bit more time to investigate this fully. I will personally ensure we follow up with you promptly.
  

  Sincerely,
  

  **** ******, General Manager
  Nalley Toyota Stonecrest
  **************

  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23345705
  
  I am rejecting this response because: I am sending you proof I was told the check would be cut after the paperwork cleared.  I have waited since December.  Also I have proof. I have reached out to ****** and no responses back.  **** was amazing. He helped and sent to ****** and thats where the ball was dropped and I felt like because the deal was done my concern didnt matter.  Im not asking for anything other than what was promised to me.  Nothing more or less 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/29/2025

  Ms ****,

  Thank you for including the name of the manager that assisted you and the correspondence via screenshot.  ****** has not been with Nalley since January as he is pursuing other ventures.  I apologize for any misunderstanding or delays in making restitution to you.  There is still nothing documented that shows me what that $1500.00 was for and why it was not accounted for in your deal or in your documentation.  However, you have waited long enough for resolution and I will process a check request to have those funds disbursed to you.  I will be calling you offline to confirm your address.

  Regards,

  **** ******

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23345705
  
  I am accepting this response because: my new number is ************ not the one you have on file.  Okay I wasnt aware he was there anymore.  Thank you for your assistance in this matter.  I will be in town and can come by and pick it up due to where I live at we have a problem with the mail since its a new area.  
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/29/2025

  Thank you for the quick response.  I will be reaching out shortly.

  **** ******

  Customer Answer

  Date: 05/29/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/02/2025

  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.

  I took my 2016 Toyota Corolla manual transmission in for repairs on 7/25/2024. It remained at the dealership at Nalley Toyota Stonecrest for 9 months allegedly awaiting shipment of a cable. The repairs were for the manual transmission grinding in 3rd gear. I returned on 5/1/2025 to pick up my car but noticed my windshield was cracked nearly from end to end. I addressed the windshield damage with ****** ****** service advisor, ******* ******** service manager and ****** service manager (surname unknown) all at the Nalley Toyota Stonecrest location, but was told they wouldnt accept responsibility for the repairs. The lack of accountability for the damage to my windshield and the inconvenience of having to wait 9 months for repairs only to be charged an exorbitant amount outside of what was agreed upon in writing really made this entire experience heartbreaking as anyone who has had to have work done at a dealership can attest to. Why damage my windshield then instead of repairing it, refuse to accept responsibility, then wait for me to show up to pick up my vehicle and claim the vehicle was brought in that way? Im extremely disappointed in this service department and the people running it. I purchased 3 brand new Toyota Corollas from this delearship between 2003 and 2016 and had all my service and repairs done there. Until now *** have never had to file a complaint.

  

  Business Response

  Date: 05/06/2025

  *****, thank you for returning the vehicle and giving us the opportunity to address your concerns. We will do our best to resolve the cracked windshield and hope this helps rebuild your trust in us as your long-term Toyota service department. Your satisfaction is very important to us.
  

  **** ******, General Manager
  Nalley Toyota Stonecrest
  **************

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23279422
  I am rejecting this response because:
  Although I was informed today 5/10/2025, through text that the vehicle was ready for pick up, the issues, including the  cracked windshield, and no A/C malfunction(discovered after the initial repairs when the vehicle was picked up) and power failures and stalling while vehicle was in motion(also since the initial repairs) werent mentioned as being resolved. Upon arriving at dealership I saw that the windshield still hadnt been replaced. 
  Sincerely,
  ***** ********

  

  Business Response

  Date: 05/13/2025

  Mr. ********,
  
  I understand your disappointment upon seeing the windshield still not replaced and the unresolved issues with your A/C and stalling. Please know that we genuinely value your satisfaction, and as a courtesy, were revisiting items beyond the original authorized repair. Our goal is fair treatment and a resolution youre happy with. Im here to ensure we get this rightplease reach out to me directly if there are any other issues that need to be addressed.
  

  Sincerely,
  **** ******, ************************start="713" data-end="716"> Nalley Toyota Stonecrest
  **************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23279422
  
  I am rejecting this response because:

  Although the A/C and windshield have been fixed, the car is still stalling while driving with multiple warning lights coming on. This occurred multiple times while entering and exiting major highways and on side streets on 5/18/2025 and 5/19/2025. This has put driver safety in jeopardy repeatedly. 

  This issue needs resolving once and for all. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/29/2025

  Mr. ********, we take your concerns seriously and understand the urgency of resolving this matter. Our team addressed the issues reported and completed additional repairs at no charge. If new or recurring symptoms persist, were committed to inspecting the vehicle further. Please contact us so we can ensure your vehicles safety and performance.
  

  **** ******, ************************start="462" data-end="465"> Nalley Toyota Stonecrest
  **************

  Customer Answer

  Date: 05/29/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/16/2025

  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 car on January *******. I was told that there was an inspection done and there were no engine problems with this car. By day number 2 the car was making a ticking noise. So I sent a text to the guy that sold the car letting him know. I was told that it was nothing major on the car. A couple of days later I had issues with the air and they told me that this was something that they would get fixed but held the car until my 30 day return was up. On the 31st day on my way out of town the engine blew and I was nearly smacked by an 18 ******* due to my car not getting over 10 miles per hour. I called and asked if there was anything that could be done like switching out cars or just my money back. I was told by the owner nothing could be done for me until they got the car. I got the car towed to the dealership and the ** promised me he would look into the matter to help me and I have been calling him the last 3 weeks and have gotten no response. I would like to know what more could be done for me. This has put me in the biggest financial bind by not having a car I now am stuck paying a car note on. Please help me.

  

  Business Response

  Date: 04/11/2025

  I apologize that there was such a delay in this response.  Ms. ***** and Nalley Toyota Stonecrest have been in contact since this complaint was filed.  I saw to it that the car that she purchased was traded for a replacement vehicle that she loved and was suitable for her needs.  This trade was done at significantly better terms and at no loss to her.  It would be our request that the original complaint be ammended at Ms. ******* discrestion to reflect that the issue was resolved to her satisfaction.  I am available to answer any further questions or provide additional feedback if necessary.

  **** ******, General Manager

• Initial Complaint

  Date:11/09/2024

  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 my vehicle from this dealership. I have not returned to the dealership since the vehicle was serviced as part of our purchase contract in May. All warranty services were completed at that time. Or so we were informed and warranty paperwork confirmed. On 10/18 I received a notification that my vehicle was at this dealership checked in for service. I live almost 300 miles from this area and my truck was sitting in my driveway at this time. I reached out to the service **** immediately via ************* No one knew what to tell me and I was told on 3 different times that I would get a call back. I had to keep following up instead. By the next day I was finally able to get back in touch with the service manager a 2nd time. According to him, The repair order was generated to account for the fabric protection application that was already installed in the truck (supposedly). He confirmed the vehicle was not actually here for service. I asked to have the service record removed as it was fraudulent. I was not at their facility and I didn't want record of anything done that was obviously not being done in October. I have now received a ****** notification regarding the FAKE service provided to my vehicle. The Carfax is noting the service provided on 10/21. That means they registered the vehicle there on 10/18 and "serviced" 10/21 when the entire time my vehicle was in *******************. This is a fraudulent record. My Car Fax report now has a record of being serviced on 10/21 when it WAS NOT. I tried to get this resolved on 10/18 and while I was offered an explanation, I was ignored regarding the record. How would this not be considered fraud with the warranty company as well that covers the fabric protection. If it was put on in May and not recorded til October? I reached out again via email to the Service Manager and General manager on 10/29 with the supporting documentation, let them know that I was going to report this. I received no response.

  

  Business Response

  Date: 12/10/2024

  Ms. ******* allow me first to apologize for the length of time that it took to get you this response.  There was an error with the email address where our company BBB correspondences are forwarded.  After being contacted by an agent yesterday I was made aware of your complaint and I absolutely want to address your concerns.  As the new General Manager at Toyota of Stonecrest I was mortified by reading your correspondence as I could not fathom why a car we sold and had not been back for its first service would trigger a service event.  I did some digging and I found out where the error occurred.  I will offer an explanation of the series of events but make no excuses for the at lack of communication.

  When purchasing a vehicle with Toyota Stonecrest there are ancillary products of value that are offered either to protect your car or to protect your loan.  Every one of the coverages that we offer comes with a policy attached once purchased.  However, only the  Appearance protection package and Crystal ****** policies require a  physical application of the chemical product be applied to car. If either product is purchased or negotiated into the car deal the detail department is notified so that the product can be applied prior to delivery.

  In short the company has been offering the product to guests for years but recently added a step to the process.  In order to deepen the paper trail and to account for the cost of labor to apply the product our service depart will now open a ticket on the car known as a repair order.  Doing so allow us to flag the car so that sales knows that they owe service money for the application of a product.  Your purchase came shortly before the revamped process and our service team misunderstood their assignment.  Rather than using the new protocol moving forward.  We retroactively went back to open the repair orders for recent purchases that were not a part of the new process.  Your car was one of those affected by the retro reporting and I sincerely apologize.  There was no malicious intent and we can absolutely delete the service record and car fax value if you dont want it noted.  I am responding to your claim here formally but would also love to speak to you directly if there are any questions that you have.  My name is **** ******, GM 

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

   

• Initial Complaint

  Date:10/29/2024

  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.

  On October 29 took care in for service and was told that oil pan was stripped. This the second time for this car and another car was told I had the same issue. I have only taken the cars to Toyota for service, so if the oil pans were stripped it was done by Toyota. Wanted me to pay $750 to replace oil pan in each car which had to be damaged by them. Previously I was told the they had taken care of the problem without replacing the pan, but on the latest visit was told that was not the casee and they have no record of it. Refuse to fix the damage they caused. The oil change also took over 3 hours.

  

  Business Response

  Date: 11/07/2024

  Mr. ****,

  I am truly sorry to hear about the experience you have had up to this point.  As the new General Manager for Nalley Toyota Stonecrest I am committed to ensure fair treatment of all our customers and precision work from all technicians or personnel that service our customer's vehicles.  At this point I am searching to see if there were any pictures that may have been taken during the multi point inspection that would show that the drain plug was stripped.  It is not required, but generally photos help our service advisors show our customer why certain repairs or parts are being suggested.  At this point I would like to invite you to come back into the dealership at your convenience so that I can look at the car with the service manager and the shop *******.  Please reach out to me to schedule a time that is convenient for you. My phone number is ************.  Email, ********************************************************************

  Respectfully,

   

  **** ******

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22488556
  
  I am rejecting this response because:

  I don't need an explanation as to why you are not at fault, I already got that when I came in the first time and it is not just 1 car it is 2 cars you told me the same thing on.  I don't see why I should waste my time coming in again I was already in there for 3 hours for an oil change last time.
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 11/16/2024

  Mr ****,

  I have no desire to waste your time or insult your intelligence.  I legitamatley wanted to look at the vehicle with my service manager and my shop ******* to assess the situation.  As the new GM of the dealership I am inclined to go above and beyond to mend fences and maintain relationships with our existing clients even when it costs us money.  That said, there is no scenaro where I am going to conceed or admit fault until I have been given the opportunity to review.  If you do not want to come back in to the dealership I understand and respect your decision.  That would mean the "resolution" ends here with this written correspondece.

   

  Sincerely,

  **** ******, GM

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22488556
  
  I am rejecting this response because:Yo already have pictures and the records for both of my vehicles.  I have been bringing them to this location, since I moved to *******, several years ago.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:10/18/2024

  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.

  I purchased a new 2025 ***** from this dealership on August 19, 2024. I had a trade in as well. The dealership was funded for my loan on August 22nd ************ reference #*********). To this day (10/18/24), the dealership has not paid off my trade in. Additionally, I have not received my tags and am currently driving around with expired temporary tags. I have called several times and left messages with a few different individuals. I have sent two separate emails. I have not heard back from anyone about resolving this issue that is now creating a burden of new debt.

  

  Business Response

  Date: 10/30/2024

  ****,
  
  
  My name is **** ****** the new General Manager for Nalley Toyota Stonecrest.  I am less than 2weeks into my tenure so I will have to rely on others to get me up to speed on specifics, however, I would like to first apologize for the lack of communication regarding the payoff of your trade.  You are absolutely correct that it should not take 2 months for a payoff payment to be made to a lender and worse for no one to answer your call when you are trying to get information. I have reached out to my accounting department to get the following information:
  

  Copy of the check that was remitted "Air Force ********************"
  Date that the check was remitted
  Date that the check was cashed by the bank
  Explanation of delay
  

  I have attached everything above that was provided for me.  The check #****** was remitted for $3,250 and ***** tracking number ************ was confirmed delivered.  

  I believe that the payoff should have already posted if not I am going to follow it through for you.
  
  Sincerely,
  
  
  **** O. ******
  General Manager
  Nalley Toyota Stonecrest
    ************* desk
    ************* mobile
    ************************************************

  
  

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22440619
  
  I am rejecting this response, as already discussed, due to the fact that (1) the bank never received the check and (2) the check is less than half of the actual payoff. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/07/2024

  ****,

  As I went digging trying to figure out how this all went so wrong I can across this "Authorization to Payoff" form that you signed for the Jeep on the date of purchase.  The reason the accounting department sent $3,250 to ***************************** is because that was the number represented as the amount needed to satisfy the loan.  It is also the reason why the loan has not been paid off, as most lenders reject short payoffs and return those funds back to the originator.  Please feel free to call me at your convenience so that we can go over the resolution options. **** ****** ************

• Initial Complaint

  Date:09/10/2024

  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 vehicle at Nalley Toyota in Stonecrest back in February and the finance manager defrauded me and added on packages that I did not request which increased the total amount of the loan. Furthermore, I requested the breakdown of the loan and he gave me a sales contract without the page that contained the itemization of the loan. After reaching out the the General Manager and setting a meeting with him about the issue, I drove over an hour and was stood up and was told he was "sick". At this point, the Sales Manager took over the issue and sent me emails stating all of the extra packages that were added fraudulently were cancelled and that it would take up to 8 weeks to see the balance reflected on my account. It is now September and my balance has not changed. I also have all of the emails between myself and the dealership surrounding the situation.

  

  Business Response

  Date: 09/11/2024

  It appears that we did not communicate with this guest appropriately that we have indeed cancelled the products that the guest wanted cancelled.  Those products were in fact cancelled and the cancellation sent to the lien holder, reducing the balance of the loan.  I am attaching the check that was sent to the lender for documentation purposes.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22265984
  
  I am rejecting this response because Nalley Toyota has seemed to "fail to communicate" with the finance company as well. I contacted Southeast Toyota Finance on 9/11/24 to locate my funds and inquire as to why they have not allocated the funds back to my account. The representative with the finance company explained that in order to allocate my funds back to my account, ********************************************* needs to give a breakdown of the amount sent and why. The representative explained that Nalley Toyota was sent an email requesting this information on 9/6/2023 so that the finance company could release the funds back to me, but Nalley Toyota has failed to give them a response. 

  Furthermore, as per the the bill of sale attached, you can see that the items checked are the items I did not request. These items total $5,605... NOT the incorrect amount of $5,328.15 that the check was written for. 

  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/19/2024

  The detail was given to the lender on 9/6, the check has been cashed by the lender and presumably credited to the Channing account.  Perhaps there is lag within the bank's system however we have verified that the check was cashed by them in the first week of September.  Please note that the check would go to the lender, and not the customer (Channing) and will reduce their loan amount.  The difference in the amounts are attributed to cancellation fees.  Thanks

• Initial Complaint

  Date:08/13/2024

  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.

  On June 7, 2024 a financed the purchase of a 2022 Highlander and also was persuaded to include an extended warranty with the understanding that I had 30 days to cancel the warranty for a full refund if I changed my mind. On June 21, 2024 I went in person and requested cancellation of the warranty and was given a copy of my signed request by associate *****************************. On August 9, 2024 (with no refund/credit to principal on my loan) I contacted the warranty company and learned the cancellation was still not processed. I emailed the ** of the dealership ***************************** and also left a message on his voicemail. No response. I left a message on the voicemail of *********************, the finance manager who processes cancellations I understand. No response. I also appealed for help on Nalley (Contact Us) Chat app. My contact info was requested and given on app; no response. I also gave online 'Feedback' at Nalley Cars concerning this. I had previously tried to contact the hard sell finance associate *****************************, who sold me the warranty and also the actual sales associate involved in the transaction and left messages (pertaining to a different matter, expiring temporary tag) and neither returned my calls.I think having been promised a full refund, Nalley should also credit me with the interest incurred at 8.79% for all this time in which they ignored/failed to process my request. I was also never given a contract or warranty agreement.

  

  Business Response

  Date: 08/14/2024

  Hi, 

  Nalley Toyota Stonecrest management spoke to the guest ********************* and will resolved this issue. We will taking care of this guest and Accounting team is going to keep in touch and will follow up with the *********************. Thank you. 

  Customer Answer

  Date: 08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. It does still require prompt action on their part without which I may have to submit a new complaint. I am disappointed that this process was necessary.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/31/2024

  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.

  5/1/2024 REFUND FOR UNUSED PORTION OF EXTENDED WARENTY

  

  Business Response

  Date: 05/31/2024

  Good evening Mr. *******

  My name is ***************************** General Manager here at Nalley Toyota of Stonecrest, if at all possible, I would like to schedule a visit to the dealership to discuss your concerns and have them addressed. 

  Thank you for bringing this to our attention, 

  ***************************** GM