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:04/15/2023

  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.

  We purchased a used ******* santa fe from this company for $16,500. The sales manager (****) made promises that the car is in excellent condition. Within a year of purchasing the vehicle the engine has now failed. We understand that we bought a used vehicle and there is no guarantee for a used vehicle. We contacted the dealership to see if we can trade in the broken car that we bought from them and buy another car. We spoke to sales manager (*****). ***** offered to trade the car in for $5k. We paid off the bank loan of $10k for a brokeb car and visited the dealership to look for another car. We liked a car and made an offer for it. Post us making an offer, we waited for royghly 3 hours while the staff and the sales manager sat in their cabin and giggled and laughed around. When asked why is it taking so long, we were told there is a lot going around back there and everyone is busy. The dealership made us feel unwelcomed and made us wait for 3 hours with our 5 year old chil. We finally got frustrated and left the dealership. I would like for nalley toyota to better train their staff on customer service issues. I am now left with a broken car and lost $15k within a year.

  

  Business Response

  Date: 04/28/2023

  Good Afternoon.  The guest, after they called me on my cell phone and I advised that I was off; they decided to still come into our dealership.  ************** staff on duty advised that we were short staffed for the week due to team members in training, etc.  The guest wanted to negotiate on a unit that was at another location and was advised that we couldn't do the offer they gave us.  They then came back the following day with similar circumstances, that we advised them with short staff.  Guest then gave an alternative vehicle to work on.  We finally was able to have a sales associate available to show and allow them to test drive the vehicle.  Guest again wanted to counter our presented offer, which they were told we couldn't do but wanted to still speak to myself.  I advised it would take a moment to review and get back with them.  By the time I was able to move on from prior guest that were here to assist them, they had left.  I reached out to the wife and they voiced their complaints that we weren't willing to help them.  I advised that wasn't the case and that they had my personal cell number and office number.  That I didn't avoid them when they wanted to talk or come in but we just couldn't accept their initial offer.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19941156
  
  I am rejecting this response because:
  

  It is not a **************** of what happened. While we waited there for 3 hours, there was absolutely no reason to make us wait if our vounter offer was unacceptable by the business. We had to wait while the staff stayed in the back office and giggled on jokes. 

  This was extremely poor customer service specially for a returning customer. 

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

  

  Business Response

  Date: 05/01/2023

  I am sorry about the wait time during your visit. We are sorry that your visit was less than professional in your eyes. Thank you for the feedback.

• Initial Complaint

  Date:03/28/2023

  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.

  2/25/23 made an appt online for 2/28/23 to get my 2015 Toyota RAV4 looked at due to the flashing lights for *** Anti-lock Brake System warning, Driver/Front passenger seat belt ,Airbag warning, and the Slip indicator all started flashing on 2/19/23. I saw the service advisor ******************** and she assumed I was coming in to for an 25K mileage check up. I told her there was other things going on and she then quoted me a price over $150 for extra service. Appointment was at 2:20pm and she came out, before 4pm, to let me know the "tech calibrated the passenger side car seat and for me to never place anything in that seat. I explained that I never had a problem with the lights coming on, before and now you are telling me to not place anything in the passenger seat, unless it is a passenger?!? Paid the bill and the service advisor makes 2 comments: "I'm trying to get you out because I leave by 4pm" and "You can sell the car to me and would not have to worry about the lights coming on." It has very low mileage and they can make some money by reselling it. Leave & 2 stops later.... Get ready to leave the grocery store to go home and the lights jumps back on! So, I had to stop on the side of the road to call the ************ that closes at 6pm. Talk to an operator that tells me to come back: "I have to work and Can I leave a message to have ******* call me?" Operator "she is off on Weds and want be back till Thursday and I'll give her your information to call." Long story short, I get an text message days later, supposedly from the Service manager and responded that this was not a 5 star and no one & I mean no one has called me back. I expect them to thoroughly check to see why the *** light is coming on and you will see from information I found on the internet it may be due to the Wheel alignment I had in 12/29/22 at Nalley Stonecrest. I feel like it may be something simple, but they don't want to find out or expect me to keep spending money to not fix the real issue!!!

  

  Business Response

  Date: 03/29/2023

  I am beyond sorry for the experience that you received in our service department. We strive to be the very best. I have forwarded your information as well as your response to my service director. I will ensure that he reaches out promptly and gets your vehicle fixed correctly. Thank you for bringing this to our attention. We can only get better if we know our weaknesses. 

  Customer Answer

  Date: 03/29/2023

   
  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, for now. 

  Need them to follow through. Thanks
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/30/2023

  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 Toyota Higlander on 10/09/22 at Nalley Toyota Stonecrest. Vehicle has a sunroof defect. Brought vehicle 3 times for repair to Nalley Toyota stoncrest. Last visit vehicle was at dealership for 30 days. Sunroof defect was not repair and headliner and fabric was damaged as well. On 11/29/22 General Manager ************************** promised Nalley Toyota of Stonecrest "will replace vehicle with the exact same vehicle. Trim level, exterior **************** color by the end of January. Came today 1/30/23 to Nalley Toyota Stonecrest dealership to inquire about new vehicle. ***************************** stated " he did no have vehicle and he had no idea of what I was talking about". Document signed by ************** is attached. I am requesting a refund of total vehicle purchase price or a replacement of an exact vehicle free of defect.

  

  Business Response

  Date: 02/24/2023

   

  To whom it may concern, 

   

       I have spoken to ********************************* and we are going to do an even swap when we get the vehicle in stock. I have prioritized his vehicle to come into my allocation.   I am just waiting to get the vehicle into my inventory. I have told Mr. ********* I cannot provide him an estimated date due to rarity of the vehicle. He was okay with that and okay with waiting for the vehicle. 

   

  Thank you, 

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

  General Sales Manager

  Nalley Toyota of Stonecrest
  ************ Cell phone
  ************ Desk

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18951592
  
  I am rejecting this response because: I cannot be waiting forever from this dealership to resolve this problem.  We are in the month of March and vehicle was schedule to be replace at End of January 2023. I am requesting a full purchase price refund from this lemon vehicle. Clearly this dealership is not acting in good faith.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/09/2023

  Hello,   

   

   

              I will call ************************ and see what other options will work.  I will update with solution.

• Initial Complaint

  Date:11/18/2022

  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 attempted to purchase a vehicle online. I contacted the dealership and sent them the *** number for the vehicle I wanted. When I got to the dealership they had me sign documents for another vehicle. They promised me that they would resolve the matter and wouldnt process my loan until they got me the correct vehicle. My car lender made me aware they tried to process the loan under the *** of the car they provided to me after deceiving me. I have returned the car back to them because they are crooks! I have attached the text I sent to the sales rep as well as the email I sent to his manager BEFORE going to the dealership. Ive also sent it a screenshot of the text I sent the SAME DAY showing I had the wrong car. I was assured this would be handled.

  

  Business Response

  Date: 11/30/2022

   The customer tried to purchase 2 vehicles and the placed a stop payment on the vehicle once he had taken delivery of the vehicle and then refused to bring back the vehicle at which time legal action had to be threatened so we have fully refunded the customer. The vehicle he contracted on he had also came in and test drove. We have since spoken to customer and he agreed to bring back the vehicle we have not heard back from the guest since then. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18434763
  
  I am rejecting this response because:

  I am rejecting this response because:
  I never test drove the vehicle nor did I try to purchase 2 vehicles from them. I told them, after the fact, that I'll be in the market for a second vehicle soon, but never attempted to buy that second vehicle from them. I was attempting to purchase via ClickLane (see screenshots) so I knew with the 7 day return policy I would be protected. Per the evidence submitted, I made them aware they provided the wrong vehicle the same day, prior to them processing the check. My financial institution also confirmed the check was not processed and would only be processed after being sent to the bank. May the record indicate they still tried to process my check after knowing I didnt want the car and promising another vehicle (see screenshot). I was also told I could return the car within 7 days since I attempted to use clicklane (previous screenshot shows the order and I also sent it the sales **** **** (see screenshot). I was told it would take more than 7 days because they didn't want me to be without a car based on their own error, and would trade it out at the purchased price (see screenshot). I only went to the dealership because they stated I needed to give them the physical check. 

  The evidence is clear that their business practices are deceptive.

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

  

  Business Response

  Date: 01/18/2023

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

  Purchased thru our online purchasing system and tried to purchase 2 different vehicles we delivered the vehicle of his liking. He reviewed the vehicle sat in the vehicle for over an hour which we have camera footage of, then took delivery of our vehicle and unlawfully placed a stop payment on the check as he continued to drive our vehicle and refused to return it. We had to threaten with legal action for him to return our vehicle as he drove it for 2 weeks without payment. I am unaware how he would like us to replace a vehicle that he drove in and signed for multiple times. I am willing to sell him another vehicle with verified funds prior to him taking delivery. Short of that I am unaware of the replacement he is seeking? If we need to submit camera footage of him viewing the car and sitting in the vehicle for 53 mins prior to leaving our lot I can do so as well. My desire is to be helpful but also seeking to provide accuracy to the endeavor at hand. 

  Look forward to how I can help! 

  -*************************

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18434763
  
  I am rejecting this response because:

   

  I signed for the vehicle prior to seeing the vehicle because I was told it was the vehicle I ordered online. Im sure they should have footage of me returning that same day to make them aware of the error and the manager walking me outside to the car. I also have text messages proving they claimed they were resolving this matter by going to an auction too replace the vehicle. I am no longer in need of a vehicle, but I feel their manipulative business practices should be recorded as a cautionary tale. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/25/2023

  From: ************************* <***************************************>
  Sent: Wednesday, January 18, 2023 6:56 PM
  To: info <**********************************************>
  Subject: Complaint ID: ********- please attach to communication history

   

  EXTERNAL EMAIL!Use caution when clicking on links or opening attachments andneverprovide your User ID or Password.

   

  Attached the 2 vehicles ********************,

  Sent inquiries on...

   

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

   

  Executive General Manager

  Nalley Toyota Stonecrest 

  7969 Mall Pkwy

  ********, ** ***** C: ************

  ASBURYAUTOMOTIVE GROUP (****: ABG)

   

  1 Thessalonians 5:16-18

• Initial Complaint

  Date:10/05/2022

  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.

  I had multiple car repairs done by this business on July 30th and scheduled more for the following week (8/6) because they had to order parts for some of them. After the 7/30 service, during which they installed new brakes, I started hearing a sound from my rear passenger tire when I would brake that had never happened before so I figured they didn't complete the repair correctly. When I went in on 8/6, I told them about the sound I was hearing and they told me that my parking brake was out of alignment and that they fixed it. However, when I left, the sound continued. At this point, I didn't want to return to this business because they failed to do it correctly twice, so I went to a different Toyota dealership on 8/9. They told me they had to resurface the rotor, but that didn't stop the sound either. I went back to the original dealership (Nalley) and told them that I was continuing to hear the sound. They brought me in again, told me that the other Toyota place messed up the rotors, claimed they fixed it, and told me that they would not give me a refund. After that service, the problem still wasn't fixed. I contacted them again. I took my car there for the last time on 8/22, they had it until 8/29, and luckily, since then, I have not heard the sound from my brake. The problem now is that when I picked up my car, the Service Director (*************************) told me he would give me a refund for the rear brake service. We have been in intermittent communication since then where he'll call me and tell me he doesn't know why the refund hasn't been posted to my credit card and that he can give me a check, but he hasn't done that and hasn't responded to follow up emails I've sent him inquiring about the refund status. After all of the trouble of having to go out of my way to fix their mistake, I just want the refund that he told me I could have so I can move on and stop having to interact with this dealership. The total amount I paid for the rear brake service was $396.93.

  

  Business Response

  Date: 11/30/2022

  Thank you for the opportunity to respond.  We apologize this case has been handled with the customer to their satisfaction, however, the dealership was unaware this case was not updated at that time.  We provided a refund and have serviced this customers vehicle since.  Thank you 

  Customer Answer

  Date: 11/30/2022

   
  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 confirm that the business did issue a refund to me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2022

  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.

  On 9/6/2022 my 2009 Toyota Venza went to this dealership. On 9/7/2022 ***** the service manager tells me my wires were cut and to file a claim with homeowners insurance, then insurance says I need a Assessment Receipt and I havent hea rd back from ***** or ******* since September 7, 2022. This is horrible customer service, this is a big job! I need this Assessment Receipt this morning emailed to ***************** my email, and I need a big discount for the delay in me not having Assessment Receipt to file the claim and me not being able to take care of business because of no car.!

  

  Business Response

  Date: 09/21/2022

  Thank you for the opportunity to look into this concern and respond.  ********************, service manager of Nalley Toyota Stonecrest,has spoken to ********************* concerning her vehicle.  ******************** advised ********************* of the stores attempts to reach her by phone as well as emails.It was brought to his attention by ********************* that she has recently changed her phone number and we were not updated on the new phone number. ********************, while still on the phone with ******************** pulled up her emails and stated that this is an email address she does not frequently check.  ******************** confirmed she did receive the emails. At this point, ********************* requested a rental vehicle.  ******************** let her know that we could not provide a no charge rental to her. ********************* has a repair that is expensive ($6000) and she has not given us authorization to repair. ********************* is working with an insurance company and without authorization to repair her car we cant provide a no cost rental. As of 9/20/22 we still have not been give authorization to repair and have been communicating with her. We are more than willing to help ********************* but we need to know what to do regarding the repair before we can assist. 

• Initial Complaint

  Date:08/06/2022

  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 had a really bad experience at this dealership. I felt I was told to get warranties that I did not want, and when I wanted to cancel them, I didnt get a response by email or by phone until eventually had no choice to go in person. Even then, the warranty cancellations still have not been applied and its been 7 months. Also I could not get anyone that knew how to answer my questions about collisions. I kept getting transferred over and over again to departments that didnt answer and just went to voicemail (and never returned voicemails) and to people who had no idea how to answer my questions. I eventually just had to call a different Toyota with my questions. Communication is bad and I wouldnt have bought my car here if I could go back. I have the form with the cancellation uploaded here.

  

  Business Response

  Date: 08/08/2022

  Thank you for the opportunity to look into this situation.  First, let us apologize that this has not been handled sooner.  Please know that we immediately reached out to the warranty company who has provided a complete refund.  The check for the refund will be sent via Fed Ex, today to Southeastern Toyota to apply to your balance.  Again, we apologize for the delay and have hopes that this resolves your complaint satisfactorily.

• Initial Complaint

  Date:07/30/2022

  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 2016 Kia ******** on April 12,2022.I put $7,000 down and also purchased gap insurance.I had an issue with the car that same day while pumping gas.I was also experiencing acceleration issues as I expressed to them.I brought the car back on April 14th and they fixed my gas sensor.I was told to ride with the windows down to let the gas smell out of my car.The next morning the gas smell was even worst so I brought it back to the dealer and was put in a rental from April 15th-April 22nd.On April 23rd my car broke down in the fast lane on hwy ****************************************************************************** the vehicle.I then had to Uber off the highway to the dealership and got put in my 2nd rental.I was told that they will be doing a 3 strike rule out with my vehicle then I will be able to trade and my contract will be honored. From April 23rd-June 14th I was in my 2nd rental.June 14th I had to bring my tags to the dealership because my temp tag expired while they had my suv.I got 15min from the dealer, car started having acceleration issues, and check engine light came on. When I got home and took my gas cap off, gas began splurging out of the tank.A computer also read the things I was told that were fixed were not fixed. I brought the car back June 15th. From June 15th-Now(July 30th) I have been in my 3rd rental.I have not had to pay for these rentals but have still had to pay the $281.30 note and $202.60 insurance every month. It is going on four months since the purchase,have only driven the car for total of 4 days. I did not like the cars they wanted me to trade into. I took interest in rav4s.On June 19th I test drove one that I did not pick and was told to pay $70 more/month and I can get gap insurance back,I refused to both.I was told I cannot get any other money back & my contract will not be honored.They also ran my credit without approval on June 17th.I was treated poorly during expressing my issue.

  

  Business Response

  Date: 03/06/2023

     I am unable to speak out on this case due to it being in litigation. It has been brought to our understanding that **************** is seeking legal action. Once legal action has been discussed we have to take proper precautions due to company policy. 

   

  Thank you, 

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

  General Sales Manager

  Nalley Toyota of Stonecrest
  ************ Cell phone
  ************ Desk

  Customer Answer

  Date: 03/06/2023

  Hello,

  I recently became in litigation the the company.