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:05/26/2024

  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.

  November 1, 2023 I took my SUV into Nalley Toyota Stonecrest due to a leaking automatic transmission line. The service advisor took be to the shop to speak to the technician who was looking at my vehicle. They told me that the part that was leaking was part of the automatic transmission and could not be purchased separately.When we went back to the service desk, the advisor printed the repair estimate, which included a new automatic transmission and labor for a total of $8228.54 I left the Nalley Toyota dealership in shock, after returning ************ went to work on the internet only to discover that I could purchase the Part from Toyota for $*****. On November 1, 2023 yes the same day I ordered a Toyota Part #********** 1 $ ***** ************************** Cooler Tube from Lakeland Toyota. I had the repair completed at a local auto shop for $207.26. During the next service at Nalley Toyota, I showed the service advisor the repair estimate and the invoice for the Toyota part, I asked if she would contact the Service Manager for review. Nothing!!!

  

  Business Response

  Date: 05/29/2024

  Good afternoon, 

  My name is ***************************** General Manager, just took over the dealership few months ago. I am sorry to hear of this and would like to invite you to the dealership for a cup of coffee and allow me to start repairing your trust. your business and trust are most important to us, Guest-Centric is our model. 

  Look forward to a better Guest-Centric relationship! 

  ***************************** GM 

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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.

  **** dealership purchased my car on 4/2/2024 for agreement of $2000. Signed all documents to include Title release of the Car that I owned outright and solely. I was promised emaild copies of the transaction and a check wither a few days. No digital copies of the transaction and not check received as of 4/22/2024. Left several message and emails to management and ***** associate and no response! According to the *** my name has been removed from the title/tag without payment or even update when payment can be expected!. I requested the car be returned and contract be voided! No response from Dealership or ***** associates involved with the sale.

  

  Business Response

  Date: 04/23/2024

  We have tried to contact **************** and left a voice mail. We will accommodate her, even if we have to reprint new paperwork and a check for a little more than original offer.  

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21609177
  
  I am rejecting this response because: due to the nature of the concern/complaint I have requested any correspondence be in writing. I have provided my email to Mgr ******. FYI. When this "manager " left a message for the first time on 4/23/2024 @ 11:34 am.  Mr ******* message that " he has information on  my car, the " Toyota 4 Runner".  This is not even the car in question!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/23/2024

  We are overnighting her check today 4/23/2024 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21609177
  
  I am rejecting this response because cannot trust business practices.  Contract was breached by Nalley Toyota ! Returne ********* Versa :
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/30/2024

  A check was received From Nalley on 4/24. I refused and sent it back " regestered" to Nalley . It was not for a updated amount , it was back dated and did not have any supporting documents to show the the sale of the car .    This was all mentioned in the Business response but the business failed to carry out.

   

  

  Business Response

  Date: 05/07/2024

  We have tried to accommodate time after time, customer sold us her vehicle for ******* and was to bring in the clear title and to this day has not provided the title. We tried to reach out several times and she refuses to discuss this matter. We even overnighted her the check for ******* to her address and she returned it back to us. I am at a lost with this as we are going above and beyond paying for a car we don't have the title too. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21609177
  
  I am rejecting this response because:  I was never supposed to provide the title just proof of ownership, I was told By *********************** the Manager that Nalley would apply for.the title I needed to simply " sign off" to release the car/title.  I signed many documents to release the car title . I had to discontinue any contact to discuss situation verbally because of the inconsistencies. I have and will always accept written by email or txt resolution.  I cannot order a title to a car I no longer own!  If infact I no longer own it! Makes no sense.  I sent the checked back because it did not come with updated documentation. 

  I will happily accept resolution with a updated payment amount and updated documentation.  I am following the car through carfax and I know exactly what has been done and when it was moved.  If the title is really the issue , I welcome the return of a car that " has been rendered usless"  by Nalley . 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/07/2024

  We can resend her agreed amount of ******* being we have to apply for a duplicate title and overnight her check for the second time which all come at a cost that we are covering. 

  Customer Answer

  Date: 05/07/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 05/10/2024

  Still waiting on a updated payment amount and correct/updated sales receipt for the Sale of My 2007 ****** Versa Vin # *****************. I have requested that the business only contact is in writing.

  

  Business Response

  Date: 05/10/2024

  Good Afternoon,

  Please see attached documents where the customer sold vehicle to ****************.

   

  Customer Answer

  Date: 05/14/2024

   
  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:03/09/2024

  Type:Order 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 was mishandled, mistreated, lied to and scammed. The employees who handled my process were very much crooked people. They took my money without an approval For a car, made me sign a contract and my title over to them without an approval then made excuses once i seen what was happening. I called corporate twice and no one returned my call.

  

  Business Response

  Date: 03/18/2024

  I am sorry to hear that, I am ***************************** the General Manager. I would like to resolve your issue and concerns. I will be reaching out to you so that we can get together and come to a resolution for both parties and turn this around. 

  Thank you 

• Initial Complaint

  Date:01/23/2024

  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 the 20th of January, ****. I was told to bring my car into Nalley Toyota. Before I had my car towed. I talked with ************************* three times about my car not starting. ****** told me have my car towed to the dealership and they could put me in something else. The dealership wanted to put me in a **** with a payment of $734.00 I am on a fixed income. I am disabled I only receive $957.00 a month, I manage to pay $273.00 a month. My issue is that I was told to have the car towed. I was also told that they would try and put me in another car that I could afford. I was there all day waiting on an answer. I let them know that I came with the tow truck and that I didnt have a way home. A few minutes before they closed. ************************* said that he coul d get me an Uber home. My car is still at the dealership. I felt like I was being made fun of. I felt like I was being taken advantage of. I have anxiety, high blood pressure spinal stenosis and diabetes. I was only offered something to drink. I got sick on the way home. I have been trying to reach out to the people I spoke with at the dealership and know one answered my call. I have $9,143.00 still to pay on this car. I have doctors appointment that I have to go to and I need a way to get there. I feel that they should be responsible to towing my car back to ***************************************************************************. Where it is as towed from.Thank you,

  

  Business Response

  Date: 01/24/2024

  I reached out to ************** and spoke yesterday 1/23/2024 and have resolved her concerns. I am having her vehicle towed back at our expense to ****************************************************************** is the address provided by *************** 

  Thank you 

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

• Initial Complaint

  Date:01/22/2024

  Type:Product 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 December 20, 2023 my wife (**************************) took her car to Nalley Toyota Stonecrest for inspection of her front wheel as a result of a minor impact with a curve.Upon inspection she was given a verbal estimate of an approximate of $700.00 for replacing one of the front wheel bearings and bearing assembly. She waited in the customer lounge when the repairs were being performed. When the car was ready, she was presented with a total bill of $1439.23. Due to language barrier and lack of automobile knowledge, the service advisor (*********************) took advantage of her and performed additional services (battery replacement, Oil change, fuel system flush / service, and several others) that she never requested and then presented her with additional charges for the above services.On December 27, I went to Nalley Toyota Stonecrest and complained to one of their managers by the name of *************************. After reviewing the repair bill, ******************** stated that there was some miscommunication and he offered a refund of about $240 to my wife credit card that the bill was charged to.It is nearly one months and no refund or credit has been issued to my wife credit card. I have contacted Mr. ************************* three time by email and left a voice mail for him but he has not returned any of my emails or phone calls. Subsequently, I emailed the Nalley Toyota Stonecrest general manager (*****************************) a week ago. But I am not getting any response from him either.

  

  Business Response

  Date: 01/23/2024

  Good morning, 

  I am sorry to hear of this matter, rest assure I will handle this immediately. If I may, I would like to extend an invitation to sit with myself at the dealership as this is not how we conduct business as you are very important part. Meeting your expectations is our business but exceeding your expectations is our goal. 

  ***************************** GM 

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

  Customer Answer

  Date: 01/23/2024

  BBB,

  I appreciate ****************** offer of prompt action and I would like to see this credit refund to be processed. I Will be happy to sit down with ****************** to review these charges. However, in the interest of time and not to occupy his time, I just need the $240 amount that was offered initially by Mr. ************************* on 12/27/2023 to be credited to the credit card that total bill was charged to. If ****************** still would like to meet with me, I will be available this Monday 01/29/2024, any time after 12:30pm.

  Regards

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

  

  Business Response

  Date: 01/29/2024

  I am in the process of refunding the charges as of today. Thank you for your patience and understanding to resolve this matter. Yes I would love to sit down and meet our valued guest. 

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21184377
  
  I am rejecting this response because:

  Per ****************** that stated "rest assure I will handle this immediately" up to today's date (01/29/2024) no refund has been issued to the credit card that this charge was made.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/12/2024

  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.

  Trick me to sign a document and by the last minute when the where about to close, the gave me a wrong car they told me to bring it the next day when a I brought the next day, they tardy for half a agin and said I should bring the car the third day. The ***********************************************************************************************************

  

  Business Response

  Date: 01/13/2024

  Trying to resolve customers concerns, left a voice mail with customer inviting her to the dealership to discuss the matter further and see if we collectively come to resolve ************** concerns. Waiting on her return call back. 

  Thank you 

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

• Initial Complaint

  Date:10/29/2023

  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.

  Recently I was going to sell the ***** I purchased in Aug 2021 from them. I never looked at my **ntract after reviewing it with the finance mg until this year. **** added in a $3000 warranty I emphatically told them I didnt want because it was only for ***** miles and the car was already over 4 yrs old and I had planned to sell it sooner. **** changed my **ntract after I signed and the signature on the warranty is forged. **** have refused to help me and I cant afford an atty. **** kept me there for hours and told me my $5000 down payment would need to be $8000 which surprised me because I was using the same finance ** I had just financed a vehicle 4 mos earlier that got totaled and it was a $6000 higher price newer and my down payment was also $8000. **** knew I was mentally disabled and how much I had to put down if needed and they came up with the $8000 figure which I know they came up with that to get the money for the warranty they tried to sell me. I spoke with my finance ** and was told Nalley was responsible for telling me that amount and they never asked for $8000.The salesman and finance guy are both gone. I also waited 2 mos for a tag and had to drive 12 hrs back to Nalley when the temporary expired and they wouldnt send me another. I got pulled over and got ticketed. The tag wound up **sting me extra penalties and they never apologized or offered to pay. ********************* **** can pull my **ntract and see the video footage I know was re**rded and hear me refuse the warranty.

  

  Business Response

  Date: 11/06/2023

  Good Morning,

   

  I have attached all documents that ************* signed stating she was purchasing the extended warranty on her 2013 Yukon. You also see all the signatures match and we would never sign anything for a customer.   I offered ************** the opportunity for us to look at her Yukon since the vehicle is having mechanical issues at not cost to her but she refused.  I also offered to see if I could help her by trading her out into a different vehicle, but she also refused.  She is only looking for a check for what she paid for the extended service contract.

  Thanks,

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

  General Manager

  ************ direct line

  ************ main line

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

   

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20796247
  
  I am rejecting this response because number 1, he is lying about our conversation. He called me and immediately took offense that I had accused anyone at nalley of doing anything shady. He is also a forensic expert on forgery Im guessing. Its easy to move a signature from one form to another with a off editor and I had my caregiver review my documents before I paid the finance manager. If that warranty was there after we both told them I wanted nothing but the vehicle and nothing extra, he would have stopped the deal. **** was my 1 request when I walked in and spoke to ***********. **** was my 1 request when I met with finance. I trusted them to be honest and its so weird how I went in and told them I had $**** but I needed to have money for insurance etc so I only wanted to put $**** down if they could make it happen. I knew already that **** should have been enough because I was going with the same company I had just financed with a few months earlier. I purchased a 2014 explorer for ***** from car **** I had to put **** down. Nalley sold me the 2013 Yukon for ***** and after hours of dickering told me they had to have $**** which made no sense except that the warranty they pushed was $3000 and the salesman did tell me after I questioned him about the high down payment and the warranty being pushed that there was commission involved and he couldnt go sure tell me why I was having to put down so much money. They also had me pay that money through the finance managers cash ap which was very strange. After I signed the papers I was made to wait on copies for well over an hour. By that time the dealership had been closed over 30 minutes and now I wonder if making me hang out so long was to give them time to add the warranty and get me on out the door because it was late and they knew I was anxious and tired and they were aware of my issues with panic and anxiety. So the salesman would remember me and he would remember I said no warranty. I made a very big deal out of it. Now back to the phone call I got from the general mgr this week. He never offered to look at the Yukon. He never offered to trade or sale me another vehicle. He only offered to pay my late tag fees if I brought evidence. He was mean obnoxious and adamant that nalley would never trick a customer. I have researched ********************** and hes wrong. There are complaints and enough on the internet to know the warranty add ins is not a new game with dealers. In fact it happens  quite often because its so easy them to say well you must have gotten it because you signed the agreement. Well I never signed the page saying I wanted a $3000 warranty that was only good for 2**** miles. **** would be ludicrous and I have a witness and I know the salesman is not there now but feel sure he would remember me. I made his day probably one of the most memorable of his few short months there. They made it mine keeping me there for hours after I told them I needed to get in and out due to my panic etc. **** is why I told them my terms as soon as I got there  and didnt test drive. I had already talked to the finance company and had a pretty good estimate of what I would need to do. What took them 5 or 6 hours to get me into that vehicle is still a mystery to me. When I spoke with the 2 employees a few months back I was told by the salesman that he was sorry that happened to me and if I came and bought another car he would see about getting an adjustment for the $3000. Later a woman called and said I would need to come in and discuss it but if nothing else they could get me a good deal. Well I was pretty sure that meant they were going to deny wrongdoing and try to make another sell. Only I couldnt let it go. I wrote my complaints to the website email more than once and no one else has responded. They owe me for the warranty and the extra money it cost me to finance that extra I never agreed on. The manager is a liar and then he tells me they have video but no audio! How convenient. Please help me 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/21/2023

  To Whom It May ****************************** have tried to reach back out to ************** by phone and email.  Her phone goes strait to voicemail at this time.  We have and will try to assist in trading the Yukon or assisting in the repair of the Yukon.  We did not alter ***************** contracts nor did we not disclose the extended service contract that she elected to add to her Yukon.  We have provided all the documents ************** signed on the last reply.  We do not have cameras in the finance offices or sales associates offices.  The cameras we do have do not have audio and this is what I conveyed to ************** over the phone.  My General Sales Manager *************************** is who has been reaching out based off the displeasure ************** had with our previous conversation.  He can be reached at ************ and his email is ***************************************.

  Thanks,

  ************************;

  General Manager

  ************ direct line

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

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20796247
  
  I am rejecting this response because: I need to make myself ver clear. Apparently Nalley is not hearing me. I know after a lot of research that this company has had disputes through the years involving contracts being changed. Let me tell you once again the events of that day in August 2021. Maybe more detail this time. I was with my longtime friend/caregiver who drove me there after I found the Yukon on the internet. I had recently gotten a total loss reimbursement from my insurance company after my 2014 Explorer Sport was totaled. I had purchased it for $22000 with an 8 or 9k dwn pmt from carmax and a 14% interest rate. ****** was my finance co. I practiced dental hygiene for 26 years until I had to file for disability due to panic anxiety ptsd agoraphobia and health issues. My credit took a hard hit and the explorer was my restart after my setttlement 2 years after I filed. I am very intelligent and educated and I am by no means a liar and since 2021 I have acquired over $210k from my investments during my career and inheritance. Im not looking for a handout, but, I am looking for answers as to why this dealership kept me there for hours haggling with me over my down payment which now they claim is not how it was. So I told the salesman I was mentally disabled and I couldnt stay in the building to do a long drawn out sale. I told him I was expecting money from inheritance and only needed this car to pull my camper and I told him emphatically that I didnt want to test drive because he assured me the car was in excellent condition. I told him I was going to put **** down and I had spoken to Exeter finance and knew they were probably going to finance me again if the dealership put my contract through to them. I told him I needed to sit in the truck while he did the deal. Check your cameras guys because he came back out on the golf cart at least 3 to 4 x telling me each time **** wasnt enough. This went on for what seemed like hours! Now why would he make so many in and out trips unless it was negotiating a deal? He knew I didnt want anything but the bottom line price and no add ins because my plan at that moment was to buy a new car within a couple of months. I discussed all this with him and I know hes gone but I also know I was a very memorable customer and I know he would tell you everything Im saying is the truth! I know because I am a top rated hygienist and I never had a patient that couldnt tell you about me and why they wouldnt ever change hygienists. I know between the hours of video, my caregiver and the salesman there would be no question something happened behind my back. Number 1 I went in and knew I was putting down at least ****. Now **** plus **** is ****. I had **** in my head because I knew all along **** was what I offered but it was rejected each time he came back out to the truck. I asked him why I had to put down so much when the car was only a year older than the explorer and the Yukon was **** less? He said he was sorry but this is what hes being told in order for me to get financed. But I knew even then that just didnt seem right given the deal I had 4 mos earlier. I also told him I didnt want my credit hit over and over because carmax did that to me and it hurt my credit. He knew I wanted ****** contacted first and why. I was very clear in my wants and now I see the finance rate is also not what I was shown. I had ***** to use for a car that day. I knew I needed a low payment due to the new camoer purchase and only my disability coming in at the time. I set the **** limit before I got there based on the Yukon price and what I figured ****** would require. I remember him coming out and telling me can you go higher and I told him I could go as high as 8 but that was it. Somewhere in my mind I am still trying to understand why after I signed and ***** looked to make sure there was no add on stuff the contract left my hands and it was another hour or so before it was returned and by then it was after closing. Then there was the delay in my tag. I got the runaround and had to drive 250 miles back to get another temp and ran into trouble at the tag office. There were title issues and the vehicle was not as I was told. No way in h*** I would have accepted a warranty for ***** miles at 3k when I travel that many miles in 3 to 4 months and can prove it and the finance rate I was shown was under 15%. I nor ***** would have accepted those terms when I had other ************ I have left several Cl messages on mr ******** phone and see no emails. I have 2 voicemails and I returned the calls within 2 days as it was Friday sat and I was in the mountains with my family. I was kept way too long that day for a simple car sell. I did my homework before I got there so I could get in and out. My mental issues dont include whatever it is nalley thinks they can accuse me of when nothing they have said adds up. I was there and **** plus **** is not ****. Thats my point. I was abused and am still feeling it. 
  I want an apology and for Nalley to take this Yukon and refund every cent they robbed from me. I didnt deserve this and I stand by my every word. That whole ordeal was set up because I said too much because I needed to not get into a panic and have to leave. I never veered from what I wanted but someone saw me as an easy target and I feel sure I know who. The same one who had me pay him through his account that night. It was very unorthodox but I had my bank records. Im tired and Im ready to find the missing salesman. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/15/2023

  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.

  August 10, 2021

  

  Business Response

  Date: 07/24/2023

  Dear **************,

  I called and left a message for you today.  I would be glad to try to trade your wife out of her current loan and only finance the next Toyota in just her name.  However, we cannot take back the car you purchased in 2021.  All proper documents were signed by both you and your wife the dealership disclosed that you were cosigning on the loan.

   

  Thanks,

   

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

  General Manager

  Nalley Toyota Stonecrest 

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

• Initial Complaint

  Date:07/07/2023

  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.

  Purchased a 2017 ****** from Nalley, salesman ****** on 6/2923, after a few days a began to hear a rattling noise upon acceleration, and more than normal vibrations. I brought the car back to the service area for them to take a look at it. I was instructed to speak to my sales person, which I did, he indicated he had to speak to his manager, which he did. While I sat in the waiting area, the manager did not find it important enough to come out and speak with me. Interestingly m, she felt it necessary to speak with me when she thought I as walking away with my check. As I stated to them, my entire family lives are in this vehicle, but to them it a matter of money, not about selling products that are safe, with or without a warranty. Human lives have no dollar signs, good customer service and product quality will always net you the revenue you are looking for, integrity matters! I do not believe that this company believes that. Currently sitting in their show room, waiting for them to evaluate a vehicle I have had for less than a week, not what I expected. Very disappointed!

  

  Business Response

  Date: 07/14/2023

  ************************************************** is currently in one of our new car loaners and on vacation.  ********** is fixed and ready for pick up when she returns from vacation next week. 

  If you have any questions, please call me at ************ my cell.

  Thanks,

  ***********************;

• Initial Complaint

  Date:05/30/2023

  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 went into Stonecrest Toyota to have an oil change done on my vehicle on December 19, 2022. However, I was informed that I didnt need an oil change, as I already had one done and the maintenance signal was for other maintenance. Upon performing a diagnostic I was told my vehicle was a safety hazard and needed $3300 to make it drivable. There was a multitude of repairs done and my vehicle wasnt ready until the following day. Upon picking up the vehicle and testing driving later all lights on dash board were now turned on and it wasnt prior to dropping off. My vehicle was making a scrubbing metal noise and my headlights were inoperable. I returned to the dealership on 12/21/22 and spoke with the manager of service, ****. I expressed to him my dismay after spending $3300 and leaving with more issues than I came in with. He stated, Oh thats a small fix! I stated, there shouldnt be an additional repairs that need to be made after having my vehicle unexpectedly for a day. I expressed to him my car had to go to the collision center on that day as I previously made an appointment. He told me to come back to them after the work was done and they would fix it, because he knows how hard its to get an appointment with the collision center. My vehicle was in the shop for a month at collision center. I directed the collision center to return my vehicle back to Toyota upon completion .Toyota had my vehicle for several days, which made me have to continue paying for a rental vehicle. Upon Toyota touching my vehicle I still had inoperable headlights and now had more noises coming from my vehicle. I have emails, text messages and video of the noises, faulty repair and the promise for reimbursement of out of pocket rental expenses. I have taken time off of work and countless visits with adjustments to my lights but still inoperable. I have been driving with bright lights on since January. I reached out to the acting GM when I could no longer get a resolution from ****.

  

  Business Response

  Date: 06/05/2023

  We have addressed all customer issues that I'm aware of. We did agree to replace the headlights at no cost. Our repair did not involve headlight repair. Given the additional repair and inconvenience to the guest we agreed to replace. In addition we also provided additional repairs and a set of tires at no cost to the guest. We will be happy to replace the headlights once they are received as agreed. These head lights are on back order. ********************* will be notified ones they have been received from back order and we will be happy to replace at no charge.

  Customer Answer

  Date: 06/08/2023

  The business is not being truthful! The headlights were damaged as a result of the business fixing another part on my vehicle. The business also caused all the lights on the dashboard to come on and my vehicle was making a screeching noise.So the repairs for the lights were never because they were being helpful, they damaged it in the process of the repair. The General Manager ****, also stated, the lights would be back a couple of days in April and I never received any communication. I also never received my reimbursement for my rental. The store manager stated she would speak with **** in April and follow-up with me but that never occurred. **** was initially replacing two tires on my vehicle because of the time they had my car, calling to tell me my vehicle was ready and it wasnt ready, they caused additional damage to the vehicle , and at the time that was the third issue in a month timeframe.However, the dealership couldnt match my tires so he had to replace all of my tires. I am uploading our correspondence via text message, email and pictures. I also am including a picture of the time Today states it takes to receive the headlights.

  

  Business Response

  Date: 06/08/2023

  As stated in the last response, we are going to replace the head lights at no charge to customer. We have no issues with doing this. 

   

  Customer Answer

  Date: 07/20/2023

   
  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. I would like to provide an update regarding the claim that I initiated with Stonecrest, Toyota. The headlights were finally installed on July 7, and completed on July 13, 2023. The headlights appear to be functioning correctly without any issues. I greatly appreciate Better Business Bureau being a liaison for the resolution of an issue that the company created over 7 months ago.
  
  Sincerely,
  
  *******************************