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:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against ***** Toyota of Roswell regarding a recent oil change service for our 2018 Toyota RAV4 (RO# ******).We had an oil change performed on June 19, 2025, with Service ***************** **** and ************************ *******. Unfortunately, we felt that the service was handled carelessly and unprofessionally during our interaction.We later discovered that during the installation of the engine oil filter, the rubber gasket was not installed, resulting in a significant oil leak during our road trip from ******* to *******. A warning light appeared indicating low oil pressure, and we observed oil leaking continuously while the engine was idling. Fearing engine damage, we added oil and continued driving with caution.We stopped at an ********************************* in **********, *******, where the technician confirmed that the rubber gasket was indeed missing, as we had suspected. (Please refer to the attached photo.) We had to replace oil filter and engline oil with additional ******* this point, the engine has not yet been inspected for potential damage caused by running with insufficient oil.We respectfully request the assistance of the Better Business Bureau in resolving this matter fairly, under applicable consumer protection laws.I am willing to provide any additional documentation or evidence needed for review.Thank you for your attention to this serious issue. I look forward to your prompt response and a fair resolution. If I do not receive a timely reply, I will consider pursuing further action with the appropriate consumer protection agencies.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention. We take service quality and safety concerns very seriously, and we're truly sorry to hear about your experience following your oil change visit.
  We understand how stressful and inconvenient this situation has been for you. Please know that we are reviewing this matter internally to determine what occurred and how we can make it right. We would greatly appreciate the opportunity to discuss this further and gather any supporting documentation you may have.
  Please contact our Service Manager directly at your earliest convenience.
  

  Mo *****, ************************start="704" data-end="707">Nalley Toyota Roswell
  ************

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A New 2024 Toyota Corolla was bought November 6, 2024. The Salesperson and Dealership said we could get a Complimentary FREE 6 month service with this new car purchase. May 8th this car was taken for the FREE 6 month service. It had only ***** miles and because this and our other cars are driven so sparingly in city traffic six month oil changes are always performed. The Service Writer refused to perform an oil and filter change because she insisted the car did not have sufficient miles. She demanded payment of $75.59 to perform the oil and filter change. This was paid despite a long explanation about limited use miles and the need for 6month rather than 5 or 10k oil changes. I called and spoke with the salesperson after arriving home and she reaffirmed the service should have been for no charge. I then called and spoke with the General Manager Friday May 9th after several fruitless earlier attempts and he said the problem would be fixed in 2-3 days. THIS CHARGE SHOULD NEVER HAVE BEEN REQUIRED AND SHOULD IMMEDIATELY BE CREDITED TO OUR CREDIT CARD. The dealership always seems to seek ways to avoid paying for what they promise.

  

  Business Response

  Date: 05/13/2025

  Spoke with guest on Saturday in reference to refunded her Credit Card and also addressed her again today will have her receipt emailed to her momentarily so we can see that it has been refunded to her account. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, 1/25/25, my personal information was compromised, mishandled and misused for service on a RAV4 vehicle that I don't own, never have. I received texts and emails all day (even today, 1/27/25 to do a survey). I worked vigorously on 1/25/25 to get to the bottom of this. Transferred from person to person who was showing no concerns and/or interest and also had long holds. Such a lack of professionalism with offensive customer service. I finally was able to get Mo, Service Manager, twice, who said he would call back but didn't until I reached back out to Service Advisor who told me that my information was mistakenly used. How can that happen without verification??? This is inexcusable!!! I need to know have my personal information been shared with that customer??? Have my personal information and privacy been stored properly within Toyota Motor Sales, *************??? I once owned a *****. Have this issue been corrected within your system from ever happening again??? I feel violated and I have genuine concerns about identity theft, so I want answers from the Nalley **************** as well as from the Toyota Motor Sales, ************ Through all my efforts to contact, no response.

  

  Business Response

  Date: 01/28/2025

  Hello *** *****,

   

  I just read your concern, and I truly apologize for this issue that we caused you. More than anything I would like to apologize for that difficulty that you encountered speaking with our team about I understand the severity and am looking into your incident now. My direct cell is ********** please feel free to  reach out to me directly moving forward I will definitely get to the bottom of what took place and make sure your information is secure. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22865017
  
  I am rejecting this response: To just say I'll secure your information and give a telephone number is not providing any satisfactory response. There's not even a name attached, no position attached, questions I've asked not answered. This is another indication to me that my concerns for identity theft are not being taken serious by this company. I would not have had any business with this location at all if my personal information was not mishandled, misused and compromised. Therefore, it is not my responsibility to place any further calls to anyone at this business.

  I am again requesting a response ONLY directly from the Nalley **************** as well as from the Toyota Motor Sales, *********** (whom a complaint was filed through their portal system - Toyota *********************** Reference #************. I want accountability!  Assurance of actions taken for the protection and privacy of my personal information. Waiting on responses from both in writing.

  
  Sincerely,
  
  ***** W *****

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I simply want my vehicle, a 2021 Highlander XLE, purchased from Nalley, to stop squeaking whenever I apply the brakes.The squeaking began immediately after I purchased new tires from Nalley on October 25, 2024. Before that time no squeaks.I subsequently brought the car in to address the issue. At that time, they resurfaced the rotors and replaced the brakes pads ( obviously now the life of my rotors has been reduced). Still ************ just so happened that I had to bring the car back in for a recalibration (which also needs to be redone) on November 7, 2024 because I had my windshield replaced. While it was there, I again said please try to rectify the squeaking issue. After four days I picked it up and was told the technician didnt hear ************ here is where I begin to become miffed. I hear it every day. My passengers hear it when they are riding. Its quite obvious to anyone who actually takes the time to drive the car. So, the technician didnt drive the car or, well, I think we know the other unfortunate ************** I have had to do on occasion throughout my 25 years with Toyota, the manager will ride with me to see if they can also experience the problem which in every one of those cases they have corroborated my concern and have subsequently addressed the issue to my satisfaction.I called Monday, Nov. 25, 2024, and asked to speak to Mo *****, a service manager, and was told they would get back with me. Havent heard from anyone.On Nov. 30, 2024, I sent an email to a Mr. ******* also a service manager, through ***** Toyotas website about the issue. Nothing.Finally on December 20, 2024, I left a detailed voicemail about the issue with Mr. ****** ********* general manager of ***** Toyota. To this day, nothing, from anyone. Id like to have a manager ride with me so they can hear, what the technician could not.I have not paid anything toward the repair and wouldn't expect to because it happened after the tire replacement.

  

  Business Response

  Date: 01/06/2025

  I have spoken with  guest and we have come to the resolution that Management will ride with guest and diagnose what the issue is and get it resolved. 

   

  Best,

  ******

  Customer Answer

  Date: 01/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this first step in the final resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22762794
  
  I am rejecting this response because: I received a call from the general manager of Nalley Toyota last Monday (Jan 6) stating he would set up a time to have my vehicle brought in but I have heard anything back even after leaving another voicemail this past Monday (Jan. 13).  Therefore, I would like to reopen the complaint.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/22/2025

  Hello *****,

  Thank you, for sending me a copy of the ** and invoice. My direct number is ************* please reach out to me and let me know what course of action would be best to rectify your concerns. I am totally prepared to put new brakes on the vehicle if this would resolve your circumstance. I have also given all of your information to my Service Manager ******** ***** to make sure that we are being proactive in getting you back in to fix your vehicle. Again I am sorry for inconvenience that this has caused you. 

   

  Best,

  ******

• Initial Complaint

  Date:12/22/2024

  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 11/23/24, I purchased a 2022 Toyota Highlander from Nalley of Roswell. ************** the finance manager, assisted with the loan and convinced me to purchase a $4,198 ********** Auto warranty. Although hesitant, I agreed based on his assurance it covered oil changes, repairs, and tire rotations at no extra cost and could be canceled anytime via email.After reviewing the sales contract, I discovered an additional $1,989 charge for another warranty from ********* (Fidelity), which was never discussed. I acknowledge my mistake in not thoroughly reviewing the contract but trusted the dealership for transparency.On 12/9/24, I contacted Mr. *** to cancel both warranties. He claimed the staff member handling cancellations was on vacation and would return in seven days, contradicting his earlier assurance of an easy cancellation process. I submitted the forms and requested confirmation, but he did not respond.On 12/18/24, after the seven-day period, I visited the dealership in person. Mr. *** stated the staff member, "****," was still on vacation, and no one else could process cancellations. Under pressure, he replied to my email confirming receipt of the forms and promised an update by 11 a.m. the next day.On 12/19/24, after no update, I followed up again. At 2 p.m., Mr. *** finally responded, stating:The cancellations were submitted.The process would take 1012 weeks.Doubting his claims, I contacted the warranty providers directly. Both confirmed they had not received cancellation requests and stated that dealerships could simply email or fax the forms. *************** said cancellations take up to four weeks, and Fidelity said two weeks.Resolution Requested:I request proof from the business owner that the cancellations were submitted on 12/19/24, as Mr. *** claimed. This proof must confirm the submission date, not the effective cancellation date. The effective cancellation date for both warranties should be 12/9/24, the date of my original request.

  

  Business Response

  Date: 02/14/2025

  The warranty issue has been resolved.  We cut Mr. **** and additional check for the interest that had accrued on his credit card.  He is pleased and this should be closed.

   

  Thank you,

   

  **** *******

  General Sales Manager

  Nalley Toyota of Roswell

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22721862
  
  I am rejecting the response to my complaint because:
  
  On December 20th, I personally contacted both *************** and ************************** to cancel both warranties. They assisted me in this process, and I have attached the confirmation from both companies as proof. I did not receive any communication from Nalley until January 8th, when Mr. **** the finance manager, sent me an email claiming that he had canceled my warranties (warranties that had already been terminated by myself)
  
  
  Furthermore, I have not received any check from the business. If they claim to have issued one, they should be able to provide a deposit slip. The only correspondence I received from Nalley was the aforementioned email from Mr. *************** you can close this case, as I am not looking for any other responses from this business, theyve already lost my trust.

  
  Sincerely,
  ***** ****
  
  

  
  

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent two letters to Nalley Toyota of Roswell to inform them of my revocation of power of attorney that I gave to them when I signed for the Toyota corolla purchase. In both letters, I asked for acknowledgement of the revocation. I have not received that acknowledgement yet. The first letter was received by them on April 12th which was sent by certified mail. The second one was received by them on May 25th. I sent the second letter certified mail with return receipt. The return receipt was sent back to me with the understanding that it was received.

  

  Business Response

  Date: 07/17/2024

  Thank you for the opportunity to respond.  Our guest purchased a 2024 Toyota Corolla on or about March 17, 2024, and, as part of that purchase, executed a ****************** of ******* Title Application and ****************** of ******* ************* of *************** Promptly after the guest completed the purchase, our dealership forwarded the executed Title Application and ************* of ******** to the ********** of *******, which then issued a title to the 2024 Toyota Corolla in the guests name.  

   

  Thus, the ****************** of ******* has the referenced ************* of ********, not our dealership.  We refer the guest to the ************* of ********, which states that the guest must notify the ****************** of ******* in writing if she wishes to revoke the ************* of *************** 

   

  Please let us know if you have any further questions.

   

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21860903
  
  I am rejecting this response because I never authorized power of attorney to anyone but the dealership.  Please send me all documents that show who has power of attorney. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2023

  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.

  Greetings, this is not a direct complaint at anyone in particular but i am frustrated and want my vehicle looked at thoroughly at no cost to me provided with a complimentary rental car. I have been told different things at different toyota that are wrong with my car and i am on a fixed income. I am willing to drop my car off saturday morning 8/19/2023 and need a rental asap until further notice. To my knowledge and what I have been told I need two tire pressure monitor sensors on the driver front, and back passenger side along with an oil change and my concern as well is that i took my car to toyota in ****** to get some axle work done but still hear clicking when i turn the wheel. I was also told by another shop i need all four brakes and rotors replaced as soon as possible. I am tired of getting the run around and have had my car checked out at another toyota and another shop but I am spending TOO MUCH MONEY on this car just to get nothing fixed on it. I am willing to drop my car off friday evening i am willing to drop my car off late friday evening 8/18/2023 around 7pm as i am coming from hoscthon area or early saturday morning. Please keep my car at no cost to me provided with a rental and tell me what my car needs done and i need someone to work with me on pricing. Please let this be the last place i have to reach out to for help as i am on a fixed income and help an ill parent financially. I can even drop the car off and be given a rental early morning 8am this week and drive to work. Let me know how anyone can help me as i am tired of reaching out and no one can help me. I get you all are busy that is why i am wanting a rental at no cost to me. ************ please help me as i would hate to turn away and go up the chain on this one to report to the higher **** No one gets back to me as well....

  

  Business Response

  Date: 08/15/2023

  Hi madam,

  It is my wish to assist you in this matter. I would first like to establish that. My wish is to make sure that we get you the outcome you desire. Our dealership receiving a negative feedback for work we have not rejected is not a very reasonable request. Also, I am not certain what you mean when you say you are going to higher **** Please feel free to speak with me directly my email is ***************************************** It would be my pleasure to assist you. 
  

  Best,

  ******

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20472009
  
  I am rejecting this response because:Sir is the correct gender, and Ive tried to reach out via website but no one seems to contact me. Also, Ive been told by many shops if things that are wrong with my car. I want someone to LOOK AT MY CAR, and tell me whats wrong. 
  
  Sincerely,
  
  Nic *******

  

  Business Response

  Date: 08/28/2023

  Nic,

  I looked over the complaint that you placed. I have also thought through the concept that we would like to assist you. My only pause are the demands in a circumstance that we did not create nor had opportunity to diagnose. We will be direct and transparent with our evaluation of your vehicle. We will put you in loaner vehicle if deemed necessary and get work approved by you as you see fit. 

  Customer Answer

  Date: 08/28/2023

   
  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. My next off day is this Saturday. I would like my vehicle checked out at no charge and throughly looked at. I return to work on Tuesday. I appreciate the efforts in helping me and just want to get my car fully checked out as of now as financially my job has cut back on hours as of this week. So, I wont be able to pay for any repairs at the moment. But, the ball is in you all court. 
  
  Sincerely,
  
  Nic *******

• Initial Complaint

  Date:08/04/2022

  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.

  Subject : **************** On 7/20/2022 I dropped my car off at Toyota Scion of Roswell to have service on the fuel injectors. One of your service advisers; *********************** contacted me and stated the wrong part was ordered and my car would then be ready for pick up on 7/22/2022. I work close to that location and picked my car up on my way to work. As I was leaving work that night around 8pm; the cars check engine came on and I started smelling a gas odor. It did not feel safe to drive the car, so I found another way home and left the car at my job that night. The following day, I contacted *********************** and spoke about the issues, and He said to bring the car in that morning. On my way to the dealership from my job the car stalled on the road. I lifted the hood and saw gas leaking and a shop rag that was left inside my hood [ photos attached]. I contacted *********************** and He sent a tow truck to take the car back to the dealership. I paid $522 for Enterprise car rental and wasnt able to get a loaner car until 7/25/2022 and then get threaten to be charged $75 a day if I did not return the loaner car by 7/28/2022 midnight. I have used this dealership in the past, even wrote positive ****** reviews, so I am appalled about the service and treatment I have experienced during this situation that was not my fault. No one has even apologized for my inconvenience or their errors. *****************************, who said He was the service manager, was very rude and dismissive of my situation; he gave me incorrect contact information and then suggested I go online and find any other information after refusing to give cooperate contact information. I was only refunded $128 for the labor, and I do not feel that is enough due to the circumstances. I paid $501 to get my car fix and requesting a full refund on that amount.Got the email from the ** same day, Attached below.6 days have now gone by, no one have yet to reach out to me following this horrible incident.

  

  Business Response

  Date: 08/08/2022

  Thank you for the opportunity to look into this situation.  At Nalley Toyota Roswell, we strive to provide an excellent guest experience with each transaction, so it is disappointing to hear that was not the case on this visit.  Our dealership has however reached out to our customer with a gesture of goodwill.  It is our understanding our customer is now satisfied. Thank you again