Complaints

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

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  Toyota South Atlanta

  6865 Jonesboro Rd Morrow, GA 30260-2902

• 

  Toyota South Atlanta

  257 Forest Pkwy Forest Park, GA 30297-2156

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:03/25/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Date: March 6, 2025 Amount in Dispute: $300 reimbursement fee (not yet received) Nature of Dispute: Bait-and-switch pricing, lack of professionalism, refusal to honor agreements, and discriminatory treatment On March 4, 2025, the dealership sent me a quote. They sent it again on March 5, when I confirmed the price via phone and even prepared to pay a deposit. I made it clear that I was traveling from another state, had to take a day off work, and needed absolute confirmation. They explicitly reaffirmed the price and insisted I arrive on March 6.Trusting their word, I drove seven hours to the dealership. However, just one hour before my arrival, they called and abruptly claimed the price was a "mistake," demanding an additional $2,000.When I arrived, the manager, **** ********, showed zero accountability. He never apologized. Instead, he said, I dont know why youre here. I thought I already told you over the phone. Then, when I tried to have a conversation, he mocked me, saying that if he were in my position, he would have just turned around and driven back. Meanwhile, other employees laughed at me when I asserted my right to the originally quoted price. Their attitude was dismissive, disrespectful, and even discriminatory.I told them that I was there because I believed in them. I understood that people make mistakes, but I also believe that mistakes should be owned and corrected. Instead of taking responsibility, they coldly said, "No." They even questioned why I was still there, as if I had no right to seek a fair resolution.Additionally, there is a $300 reimbursement fee that they had formally agreed to in writing but have yet to pay. This is not a favor they owe meit is a legal obligation, and I am here to defend my rights. I cannot allow their unethical behavior to go unchallenged.Requests :1. A written apology from **** ******** for the way I was treated.2. Immediate payment of the $300 reimbursement fee, as agreed in the signed document.

• Initial Complaint

  Date:12/16/2024

  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.

  Purchased car in January of this year from Toyota South. Have been back for service twice where I feel I was over charged for basic oil change. My daughter has had her car misdiagnosed, and the service department replaced a part that was not needed, and did not address the initial problem she told them. My daughter has filed a complaint w/BBB- her name is ****** ******. The repair and parts (that were not needed) caused her to go into debt-by having to obtain their financing. This is a vicious cycle. Management is unreachable, they don't answer the phone, they don't respond to emails, and Toyota corporate has the same problem when attempting to reach them to verify this situation. the manager did speak to my daughter and came up with a piece of paper, (which by the way was NOT given to her at the time of the diagnosed) repair. )There is no accountability, they do not care. The lack of professionalism is unbelievable, these people are rude, unaccountable, this is not managed as a business. Not sure what to call this type of treatment. I imagine they have been mastered how to fleece their customers.

  Business Response

  Date: 12/17/2024

  I'm not sure what this customer complaint is purchased a car in January and has returned for an oil change that cost $64.69 and feels that was too much. The dealership regularly performs comparison shopping to make sure that we offer our guest the best possible service and pricing, and we do not perform any repairs or service without the guest first giving us the approval. Mrs. ****** ****** was mentioned in this complaint, Mrs. ****** came into the dealership with a concern of check engine light on, the tech performed a diagnostic inspection found a code for the fuel rail pressure sensor Mrs. ****** was advised of the issue and was given a quote of $947.76 for the repair which she approved. Mrs. ****** returned with a issue of the check engine light not coming on during an emissions inspection the tech performed a diagnostic inspection on that issue and found that the check engine light circuit was bad, and the instrument cluster would have to be replaced a quote was proved and Mrs. ****** declined repairs. ************ service advisor contacted Toyota on her behalf requesting assistance for the repairs, but Toyota declined assistance based on year and miles.  

• Initial Complaint

  Date:12/07/2024

  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 am experiencing an issue with Toyota of South Atlanta. My car wouldnt pass emissions because the check engine light would not come on in accessory position. I provided them with the emissions paper stating such. Toyota of South Atlanta replaced the fuel pressure sensor and assured me that it would fix that issue. Unfortunately, that did not fix the issue. Upon reevaluation, they came to the conclusion that the cluster instrument panel needed to be replaced. I spoke with the service director ***** ******** on 12-3-24. He was dismissive when I explained my issue. He then proceeded to tell me his mechanics are trained and couldnt make a mistake. I was given a paper with a code on it and he told me that is why the fuel pressure sensor was replaced. I was never informed of this code at the time of service in November. In closing, As a customer of ********************** of ******************************************* for years, I expect better customer service. I believe my vehicle was misdiagnosed and the service department is failing to take accountability. I have reached out to all members of management including, the brand engagement center serval times with no results. I am requesting a refund because the service I requested was not completed.

  Business Response

  Date: 12/14/2024

  Mrs. ****** came into the dealership 10/02/24 with a complaint of check engine light on the tech performed an inspection during the diagnosis found DTC error code (P107A2A)for the fuel pressure sensor, advisor informed Mrs. ****** that we would have to repair this error code before we could determine if anything else, she approved of this repair for $947.76.  After replacing the fuel pressure sensor the tech was now able to determine that the instrument cluster had a bad circuit that controls the check engine light and needed to be replaced. Mrs. ****** was given a quote for replacing the cluster she declined the repairs. The service advisor ******* ******* contacted Toyota in an afford to get assistance for Mrs. ****** but Toyota declined all assistance. Mrs. ****** has not paid for anything other than the fuel pressure sensor that was bad. No refund can be issued the repair performed is supported with the information provided by the vehicle diagnostic report that was scanned from her vehicle, a copy of that was also given to Mrs. *************

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising 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 August 3rd, 2024 I went to Toyota South Atlanta in response to a solicitation to buy back the Toyota Tacoma, I purchased in 2021. The trade -in value offered for my vehicle was ******. A down payment of ****** remained after the balance of the loan for the ****** was paid off. The down payment was applied to the purchased of a 2024 RAV-4 Hybrid for a purchase price of ******. On August 5th, 2024, I returned to Toyota South Atlanta, because the vehicle was sold to me as new, but had an odometer reading of 3300. I understood the vehicle was a demo vehicle but did not discover the actual odometer reading until reviewing the copies of purchase documents received. The salesperson agreed to take the RAV-4 Hybrid back in exchange for a new vehicle, a 2024 RAV-4. Toyota South Atlanta received the RAV-4 Hybrid back, with the opportunity to sell it for full the purchase price. However, my ****** in equity from the Tacoma was not applied to the purchase the 2024 RAV-4. I basically, traded in my truck for ****** and Toyota South Atlanta retained the benefit of my ****** of equity. The calculations on the contract for the 2024 RAV are not transparent. Specifically, the down payment is not applied to the purchase price to reduce the cost of the purchase. Rather, it is added to the total price, increasing the value of the vehicle. The value ****** is not comparable to current market values for this vehicle. I am 84 years old and the sales document were presented electronically, on a tablet. this prevented me form adequately, reviewing the documents at the time of purchase. Additionally, I did not receive hard copies until several days after the sale. I am happy with the vehicle but I am not satisfied with the financial details of this purchase. I now owe ****** more, and have a monthly payment that is 200 more. Additionally, I have lost ****** in equity. I have reached out to this business several times, in person and in writing. I have not received a response.

  Business Response

  Date: 10/28/2024

                          I've attached a copy of both deals in a simple format used to make the contract that was signed on 8/3/24 she purchased a vehicle and had ***** positive equities applied to the loan which you can see in the first set of numbers dated 08/03/2024. The second set of numbers dated 08/05/24 we gave her a trade in of a positive equity of 1000 dollars against her payoff from two days earlier along with a 7800 cancelled product credit9WARRANTY AND AFTERSALES FROM DEAL DATED 08.03.24  loan. Then if you look at deal one finance amount *****. versus deal two ******** which is financing a ******* difference. The concept of owing ***** is not true as these are simple interest loans, hence the finance amount of ******** on dated 08/05/24 which is what she owes. Under the truth and lending law if she keeps her current loan till the end of its term, the customer will have paid in total with the fianc charge a total of ********. Not the *****.88 she is referring to. I hope this gives clarity if not please have the customer reach out to Myself or the finance team and we can go over it again.

• Initial Complaint

  Date:06/21/2024

  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 took my vehicle for an oil change and the dealership took the wheels and tires that were on my car and replaced them with some aftermarket wheel and tires. I have a 2024 Toyota Camry se x series which came with black Toyota wheels and badging and Michelin tires. Ive gone back to the dealership and requested footage and they are giving me the runaround. Im very disappointed this would happen at a dealership. I spoke with the service manager and they are denying this occurred. My next step is to file a police report.

  Business Response

  Date: 06/24/2024

  I spoke with the customer the day she returned informed her that our cameras follow her car from the time she enters until it leaves. Her came in at 10:40:57 am on 6/18/2024 attached is a picture of her car passing one of the entry cameras showing the same wheels and tires that are on her vehicle now. We performed the work on her vehicle and returned it back to her in the same condition as it was when she entered other that rotating the tires from front to back and back to front. I have attached a picture of the vehicle any more information needed please let me know. 

• Initial Complaint

  Date:04/19/2024

  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 had a horrible experience with this business. I came in as a cash pay to repair someones car that was damaged by my tire tread rubbing against the side of the car. Not only did they charge me for 3.5 continuous work weeks of work(138hours) they gouged the pricing on the materials as well. I voiced my displeasure with the excessive pricing and told them that no insurance carrier would ever agree to pay such an inflated estimate and they proceeded to try to convince me otherwise. They ended up offering me a $127 concession and I reluctantly agreed because I intended on filing on formal complaint with the attorney generals office being that there are consumer protections laws in place to prevent price gouging. When I looked at the receipt from the phone sale, they added an additional $1,000 to the amount without my authorization and basically committed fraud by charging my card for way more then I had agreed to pay. I called them to tell them I was going to dispute the charges with my bank since I didnt authorize that amount to be charged and they hung up on me, called the racist guy whose car I was paying out of my pocket to fix and basically held his car hostage even tho I never disputed the charge w my bank. I have since filed a police report and intend on bringing every legal action possible. They even admitted that insurance would have never honored the estimate because it was so high and tried to convince me that because I was a cash pay it was different. Unethical, scammy and pure fraud. These people belong in jail. Even the police dispatcher told me it sounded like they must had worked out a side bar deal w the guy because its the only thing that makes sense. The manager of another local Toyota collision center told me that the price was extremely inflated.. I look forward to my day in court. My lawyer is ready to expose every element of fraud that just took place.

  Business Response

  Date: 04/22/2024

  **** came in with return customer **************** . **** had come over on top of **************** and damaged his vehicle down the left side the original estimate was given at inspection for $9294.34. ******************** approved this amount and paid the initial down payment of $2989.05 for us to order parts before he dropped off to keep rental to a minimum. The repairs began on 4/08/24 and were completed on 04/19/24. ******************** came by on 04/18/24 and stated he thinks we are price gouging with our rates which are posted as you walk in at ***** per labor hour for body and paint , we had already extended a discount to ***** per hour . He stated we gouged part prices i advised him parts prices come straight from CCC one database and are list prices . No gouging . He then stated he knew the people who own Classic Collision and they said our estimate was high and said they provided him with a much lower estimate which he did not supply use with a copy to be able to determine the differences . On 04/19/2024 @ 13:27:08 ******************** called the front office and advised the receptionist to run his card for the balance of $6957.76 after I the manager again lowered the rates to ***** per labor hour to try to help him out this was an additional difference of ****** . After he hung up he called back and asked to speak to me , when i answered the call his was cussing and screaming that we had overcharged his card . I asked him to stop yelling and we could have a conversation but he kept screaming fraud and cussing so I ended the call. Later Friday **************** came by to find out what was going on as he was texting back and forth with ******************** . ******************** stated on the phone he was going to dispute the credit card charges as soon as **************** picked up the vehicle . I advised **************** at this point I cant release the vehicle without signatures on the debit receipts from ********************. ******************** was parked across the street and called law enforcement because quote " he didn't think he could control his anger with the shop . Officers arrive and came in and talked to me I advised we have two choices at this point ******************** could come over sign the receipts and provide a copy of his license and **************** would be able to pick up his vehicle or he could come back to the shop and bring his card so we could refund his card for both charges and we would file the claim through ******************** insurance company and they could subrogate with ******************** insurance company and **************** would be responsible  for his deductible $500.00 until his insurance could get it reimbursed. ******************** refused law enforcement request to come across the street to get this taken care of so **************** and I called Geico (******** insurance) and filed the claim  Claim # is ****************. I forwarded all documentation to Labria at ***** and she advised it would be sent for review and then we will be advised once payment is is***d . ******************** then called **************** on the phone and **************** put it on speaker he asked "Did you file a claim?" **************** responded yes and ******************** then yelled "well F*** You and hung up . The police heard the exchange , He then text **************** that he was " A piece of shit" "A racist Motherfucker" And "I'm gonna *** you too". The police officers then advised us to continue with the insurance claim and have no further communication with ******************** . I was also advised if ******************** returns to the property for any reason we are to call law enforcement immediately and have him trespassed from the property. I received an email this morning from ***** that said the file was under review . Once payment is secured from Geico a check request can be is***d for ******************** for his refund (amount to be determined once Geico pays their portion. ***** is also attempting to pick up rental as ******************** is no longer paying for ******************** rental. ******************** did sit across the street until we closed watching the employee leave for the day it was quite childish when he finally speed away . 

• Initial Complaint

  Date:03/04/2024

  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 February 13, 2024, I sold my car 2020 Toyota Highlander with a Toyota South Atlanta dealer. An employee named *************** took care of it and I said my car still had an installment contract with ************ after he reviewed the car. according to the procedure. He told me to sit and wait for his manager, after the manager checked.he told me about the price of my car. He asked me why I was selling the car and I answered bc i need money and don't want to go into debt anymore because I have plans for the future. He said my car was valued at $26,500.00. I also accepted to sell it for $26,500.00 After selling the car, I think will had the money . But I was told that it was not possible,he said: my company had to work with *********** for 20 days. I asked and I thought it was only 10 days?the manager said:explanation bla bla. BUT i think thats way probably work for companies... they told me YOU CAN GO.what?they didn't give me any receipt or documents,I asked ****** u give paperwork to prove i sold my car with yr?they gave me a piece of paper was trash.I didn't accept it, I wanted a valid paperwork for the sale. And when they seeing me that was no longer calm, they gave me 2 more pieces of paper (my vehicle information, the date I arrived here and *********** address) without a verification code in the transaction. And then A few days later,i called *********** and told them i selling cars to Toyota South Atlanta. Capital's side asked me for the transaction code or anything proved . I said no, they asked me to contact Toyota South Atlana to request.I called them and asked for the transaction number, and they said I would settle with Capital soon.I was to try not angry.On March 2, 2024.*********** email to me announced that it had paid. .I called employee *************** asked about my money check.he said:today is weekend finance office didn't work,u can come Monday.Im okay.Today March 4, 2024 I went to Toyota hoping to get the money.but again the manager saidwhen we receive tilte **** send to you money.i saidwhy u not said like it before i sold my car to you.i need money and Im customer with ****************************** already.I believe u will help meomg.Im very wrong when come Toyota South Atlanta.3week already.I didnt receive any $ from sold car at them.no call,no unclear.

  Business Response

  Date: 03/27/2024

  Good morning ********,

   

  The policy at Toyota South Atlanta is we will not process a check to the consumer until we have received the title from the lienholder.  The customer was instructed of this process at the time of the transaction.  Toyota South Atlanta processed payment for the title the next day after the consumer excepted our offer to purchase.  As of this morning Capitol 1 has not released the title to the 2020 Highlander.  ********************************* our title clerk for the past 15 years contacted Capitol 1 this morning and she was told the title was released on February 29th, but as of this morning the GA DOR cannot print the title to mail to the dealership.  We will contact the consumer again today to let him know what is going on with the title and his check.

   

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

  General Manager

  Toyota South Atlanta

  Customer Answer

  Date: 04/13/2024

  Hi.Toyota South Atlanta and me anything good now.bc i understand after they talk to me and now we have problems with Capital One.i call them every day for asking about my title (When,where and how)they said:they did to send to DMV already and they said DMV had receipt too.and then i call DMV for asked.DMV said:We doesnt  reciept anything from Capital One.

  And now ************************** confirm for me and Toyota South Atlanta anything good now.and for me i follow Toyota South Atlanta already 10year.It good Company and service.sometime u know everyone have cant control by self.Thankyou and sorry about that for boring yr guys.but now i just hope soon Toyota will receipt Title from DMV and i has money check from Toyota.Thankyou 

• Initial Complaint

  Date:03/04/2024

  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 3/1/24 I had my 2017 Rav4 taken into this dealership for a leaking water pump. Upon arrival, the service advisor explained a $189.00 diagnostic charge, emphasizing its removal if the repair fell under warranty. Accepting this condition, I authorized the diagnostic fee.Post-confirmation of the water pump issue falling under warranty, the service advisor disclosed a labor cost discrepancy. The warranty company approved 1.3 hours, while the dealership billed for 3 hours. The advisor indicated my responsibility for the excess labor cost, and that refusing the repair at this point would result in dealer retaining the diagnostic fee.Reluctantly, I authorized the work while simultaneously seeking clarification from the warranty company. Fidelity, the warranty administrator, affirmed that the dealership should adhere to "warranty time" for labor, leaving me responsible solely for the $50.00 deductible. When I relayed this information to the dealership both the service advisor and later, the service director adamantly refused to honor the warranty agreement. I attempted to escalate the matter to the general manager and was put on hold for 30 minutes before being hung up on. I left a voicemail for the ** but it has yet to be answered.I contacted Fidelity and the service director multiple times over the next few hours and following day, detailing the dealership's refusal to honor the agreement. Despite the dealership's non-compliance, the warranty company reiterated its stance on "warranty time" and assured me I was not responsible for anything more that the $50 deductible. A conference call involving the warranty company, the service director, and myself failed to produce the anticipated resolution, as the director persisted in his refusal to adjust the invoice.The service director escalated the situation by threatening to sell my vehicle at auction unless I promptly settled the outstanding bill. This issue remains unresolved and I have still not heard from the **.

  Business Response

  Date: 03/22/2024

  ************** came into the dealership with a water pump leaking concern after the advisor had the technician inspect the vehicle the advisor gave ************** a quote for the total cost of $725.83 at that time ************** informed the service advisor that he was covered by an extended warranty company. The service advisor contacted the warranty company and gave them the details the warranty company refused to pay the whole amount and only approved $366.15. The advisor informed ************** that he would be responsible for the difference and ************** agreed. The next day when the advisor contacted ************** informing him that his vehicle was ready for pick up ************** refused to pay the difference and wanted the dealership to contact the warranty company again which both the advisor and service manager contacted the warranty company and they refused to pay the difference. At this point ************** became very rude demanding that he not pay the difference based on what information the warranty company was telling him. The service manager and ************** stayed on the phone with the warranty company over 45 minutes waiting on the warranty company to provide information about an agreement between the dealership and warranty company. After an extended period of time the warranty company was going to call the service manager back but never did. On Monday the service manager again contacted the warranty company and an agreement was reached so that ************** would be issued a refund for the difference of $306.00. Dealership is waiting on BBB to have ************** to agree that this will settle the complaint.   

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21384249
  
  I am rejecting this response because:
  1. I would like an explanation of how the refund amount of $30600was calculated. I paid $374.55 to get my vehicle back. According to the warranty contract, my only responsibility should have been $50.00, so a refund in the amount of $306.00 is short $18.55. I would like to see an itemized invoice. 

  2. I would also like details of the nature of the "agreement" reached between the warranty company and the dealership. I recontacted the warranty company and they have no record of the service manager calling them.

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

  Business Response

  Date: 04/01/2024

  The difference between what the warranty company paid and what the customer was charged is exactly $306.00 that is what will be refunded if the customer refuses the offer then we followed the guidelines of his warranty company. 

  Customer Answer

  Date: 04/03/2024

   
  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:02/07/2024

  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 Toyota Rav4 ************** (VIN *****************) for $47k cash in December 2023. Friday, 12/15/2023, I drove the car home with a $500 deposit and the expectation that all paperwork would be handled when the money deposited on Monday, 12/18/2023. On the 18th, I learned Toyota South royally screwed up and used my vehicles VIN on another vehicle purchased in October. The dealer **** ********************************** was unable to issue the temporary tag since it needed to be corrected in the state system. I return the next day, 12/19 to find out the status. From my experience, *** learned you must physically show up at this dealership and wait sometimes over an hour to be assisted. No one answers the phone. When you call the main line, youre typically transferred to a voice mailbox that is full. Anyways, I find out they have no clue when the title issue will be resolved with the state. After being at the dealership over 2 hours, I finally am able to get someone to issue a Loaner Vehicle Agreement since legally I cannot drive without a tag. I wait 9 days before my next visit on 12/28/2023. The issue is still not resolved, but ******* is able to override something in the system and issue the 45-day temp tag that expires on 2/1/2024. 1/30/2024, I take time off work, gather the necessary paperwork, and attempt to apply for an extension only to learn the Fulton County tag office is closed due to a cyber security attack. Finally, today, 2/7/2024, I revisit the office for the extension and find out nothing has been resolved in the system. The title is still not in my name so they are unwilling to issue the extension and instructed I resolve the title issue with the dealer. The amount of time and energy Ive had to put into a problem that is the fault of the dealer, and the dealers negligence in resolving the matter in a timely manner are grounds for a full refund of the $998 Doc Fee. I am now having to seek legal counsel.

  Business Response

  Date: 02/27/2024

  My tag and title clerk has been in contact with the customer and has resolved the issue with the state.  

• Initial Complaint

  Date:01/03/2024

  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.

  I went to Toyota and get a car, I tread in my truck, Well I have a price for the car that I was purchasing's and the director of finance increase that price for like $5K stating that I need an extra warranty and the gap. I didn't know non of this charges until I send an email asking about the gap because my coworker was talking about it. he reply back to me telling me the bank need to talk with me to verify some information, so I called the bank they verified the information, I asked him about the gap for the second time never got a response. So the next day he called me to tell the bank denied my loan I was ok I will give you the car I will pick my truck, he was no no w can still get the bank to approved the loan you have to send more information that I didn't have I was like you know is ok I will go to the dealer tomorrow. I applied to my bank and I got a loan, I send him an email to let him know do not rum my credit I have a approved loan from my bank, so I went back to the dealer I was there for more that 7 hours he want me to use his bank I told him no I will not use your bank I will used my bank and I have the loan or I will give you the car and take my bank. Finally he was ok, he said come back tomorrow I went bank with the check he did not show up to our appointment so I left and went back at 4: pm he did not pay attention to me he totally ignore me I asked to the front lady for a manager she said she don't have a manager he was the manager I told her your are discriminating me because I am female and Spanish she said oh no but she never call a manager finally after 3 hours he the director of finance came tout to get me, so when we was talking I was explaining that he did not told me about the extra warranty but he charged me for and I did not need it, after that I left with all the paper work. They told me back in November not to pay the car because was not due, I called after that because they have not pay tread I was told the payment is going out no later that Monday they should have the payment on 12/12/2023 today is 01/03/2024 and they still have not pay the and my credit shows 2 late payments they are damaging my credit and I been calling they do not respond my calls and no one call me back to fix this issue and now I have late fee that they will have to pay because they are not doing there job properly.

  Business Response

  Date: 02/15/2024

  The customer signed documents in Finance for the additional warranty and signed a menu that was explained to the customer on what additional protection to accepted on the contract.  ******** requesting additional information to secure the loan is out of Toyota South Atlanta's hands.  We just facilitate the loan with the bank.  The customer signed additional forms explaining the process of how we will pay off her trade.  I would be more than happy to pay her late fees for the confusion.  She can forward me the late fees to this email address, and I will take care of the payment.  Toyota South Atlanta will pay the late fees not based on anything we did incorrectly, but in good faith to make the customer happy.

   

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

  General Manager

  Toyota South Atlanta

  Customer Answer

  Date: 02/15/2024

   
  Better Business Bureau:
  I did signed but it was never explained to me and I told the finance person on his face that he did not explain that to me he did not said anything back because he know he was wrong and he failed to explains.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Leyslis Carrera