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:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Camry on 7/26/22. I sent an online ad to the salesman. Their advertised price was $29,500. When purchasing, I asked about mats. Manager said anything in the car was included in the price. **** were already in there, and therefore included. The only addition I agreed to was the certification. I was told there was no deals being made at the time and the online price was the price of the car. I assumed I was purchasing the car for the price of $29,500. I agreed to a monthly payment of about $620 and asked that there not be an early payoff fee. I Checked my receipt the following week, and was shocked that I owed a total of $43,300.44 with a car price of $35,671.00. This is well above (about $6,000 above!) the online price they advertised it for. I was also told my extended warranty would cover me to ******* miles. ***** when I received paperwork it states that it's only covered for ******* miles. *** when I got my statement from the lending company, it already includes an early payoff fee for $761.69! So I owe $44,562.06 on a used Toyota Camry that has a value of less than $30,000. I tried to call Andy Mohr Toyota twice. Both times I left messages and no one called me back. They currently have 2021 Camrys for sale in the ****** price range that have lower miles than my car did at the time of purchase. My desired resolution would be to get the car at the advertised rate, plus the certification, and taxes. All the "extra" costs were hidden from me by their dog and pony show should be removed. That is bad, underhanded, business. They should also remove the early payoff fee.

  Business Response

  Date: 09/27/2022

  I would like to thank **************** for bringing this to my attention.

   

  First to the issue of the service contract and the mileage at which it expires.  The customer bought a certified vehicle from us.  The certified warranty is a powertrain coverage only and expires at 100K miles.  That is the form that she received from Toyota.  She should have received a second form, which is attached under the "****** Product Acknowledgement" bundle  that shows that the added protection she purchased turns the powertrain only coverage to a factory bumper to bumper warranty that does indeed expire past 100K miles.  If you refer to this Toyota ********** form, you will see that it says the warranty goes 72K miles from the mileage of the vehicle when it was purchased from us.  I want to assure **************** that her warranty coverage goes beyond 100K miles on her odometer as was agreed.

  Secondly, on the issue of the pricing on the vehicle buyer's order.  You will see two lines that add up to the subtotal price before that price is taxed.  If you refer to the "Other Aftermarkets" line, this is a subtotal of the Window Etch, ******* Paint Protection, and the Tire & Wheel warranty that **************** purchased.  The reason it is up in that area of the buyer's order is because these particular warranties and guarantees are taxed in the ****************.  As such, they need to be in that line for our software to correctly and accurately tax the transaction.  **************** did not pay $35671 for the vehicle.  The $1976 in "Other Aftermarkets" include Window Etch for $299. ******* Paint Protection for $599, and $1078 for the Tire & Wheel protection.  These items can be seen in the "****** Product Acknowledgement".  **************** agreed to the purchase of these ancillary products and signed on every document as agreed.  

  Thirdly, on the pre-payment penalty that was mentioned.  We have several different lending institutions. Some banks have a pre-payment fee, some do not.  The banks that typically have a pre-payment fee have lower interest rates, whereas the ones without tend to have higher interest rates.  As with every customer, we try and fit the best financial package for the customer that will yield the lowest possible payment that the customer will agree to.  The pre-payment penalty is based on the balance of the loan.  So, as **************** continues to make payments on the vehicle and her balance is reduced, so will this fee. 

  Finally, on the issue of the pricing of the vehicle.  All of our certified cars can be seen on the internet.  If you scroll below to our disclaimer section it says the following:

  "Price does not include applicable tax, title, license, processing and/or $199 documentation fees, or certification fees, if applicable"

  If you refer to the worksheet where we worked ******************** deal, you will see the certification fee is clearly marked on the worksheet AND included in the final total number.  It is itemized for the customer for transparency reasons.  **************** continued to negotiate and eventually agree to buy the car.  On the attachment labeled "****** Worksheet Back Page", my sales manager wrote with "all coverages" and **************** signed her acknowledgement agreeing to the terms of the deal.  It seems clear that all items and ************** purchased were agree to by **************** and evidenced by her signature.

  In summary, I want to empathize with **************** and her frustration with this transaction.  I do see that she signed everything that she agreed to purchase, and it seems clear that everything was explained with an amount of transparency that I am satisfied with.  With that said however, I don't want **************** to have any ill will towards our dealership.  And, although it is NOT customary for a dealership to refund a customer money on something like this, I would like to try and make **************** happy.  In the interest of customer service, and even though all the documents seem to be in good order between seller and buyer, I am willing to refund **************** the sum of $3000.  It is my hope that **************** will be satisfied with this outcome, and I hope she can see we attempted a good faith effort to make her happy.

  Thank you for the opportunity to respond to this.  Feel free to reach out if you have any questions or need any more information.

   

  Respectfully,

   

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

  General Manager

  Andy Mohr Toyota

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:08/29/2022

  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 Toyota Camry hybrid from Andy Mohr Toyota March 21, 2022. In May I noticed a terrible sound coming from my engine. The rest of May I did not drive the car as I could not I scheduled to take my car to the service department on June 3, 2022. The advisor told me the short block malfunctioned therefore they would replace it. I was given a rental to drive. They replaced it, but notified me there was still a notice coming from the car. Since they have had my car, Toyota has instructed them to break down my engine 3 separate times to find where the problem is coming from. Per the service advisor, Toyota has refused to replace the engine. Weeks from by without Toyota communicating with the service department. I also go weeks without answers from ***************** as the advisor never answers or returns my calls. In July and August I spoke with the sales manager and the service manager expressing my dissatisfaction with the lack of communication and delayed responses. I asked to trade the car in being that they can not fix the car. The sales manager stated I have to wait until the car has been fixed. The service department states that Toyota is asking for lots of documentation in order to agree to replace the faulty pieces. As of August 29 the advisor told me that the same piece they replaced was faulty prior to placing it. They are now waiting on Toyota to agree to approve it again. This is extremely frustrating as I have paid 4 car payments without actually driving the car. I also paid for a warranty, however Toyota is fighting to acknowledge my warranty. I am asking for help in resolving the matter.

  Business Response

  Date: 09/11/2022

  We can certainly understand our customers frustration. The issue is not with the dealer directly, rather with Toyota and the speed of which they are handling this warranty claim. We have given our customer a loaner vehicle to use free of charge while this work is in the process of getting approved by Toyota. We are equally frustrated with time its taken to get this warranty claim approved. 
  

  We have finally received approval from Toyota to get her engine replaced, and will work diligently at getting the part in and the work done quickly. We apologize for the time its taken to get this repair done, but we have done everything at the dealer level to handle this expeditiously. Unfortunately, there are times when we have to wait to get approval from the factory to get a repair covered under warranty, and this can at times take longer than it should.  We empathize with the customer, but we can assure her at this point, we will get the work done as quickly as possible. We desire to get the customer her car back on the road as much as she does.

  Thank you. 

• Initial Complaint

  Date:08/04/2022

  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.

  Andy Mohr Toyota ***** advertised a Rav4 Hybrid for $32,400 (attached picture). After our test drive, we liked the car and started negotiations. The sales rep shared with us a bill for the itemized purchase price, which included an additional $4000+ "certification" fee on top of the car's $32K advertised price (bumping total price up to $36K+ actual). He said it was to cover the certified pre-owned warranty (which they openly advertised as part of the car). They refused to remove it so we left. ** wasted two hours of driving.So *** is openly advertising certified pre-owned cars but not disclosing additional fees which make the price much higher. In our example, the price was ~13% higher than advertised because they did not disclose this exact fee up front. I request that they either include the fee into their advertised online pricing OR lower their actual price by not charging this fee. My opinion is that it is reasonable to expect small fees for processing, but a 13% fee that isn't disclosed is fraudulent advertisement. What reasonable shopper would expect an additional 13% fee that wasn't advertised to cover a feature that is openly advertised?My wife and I test drove the car on 8/4/2022 at roughly 5PM EST. ****** was our Sales Rep. ** arrived in a 2017 Silver GMC Yukon. Here is a link to the Rav 4 in question: https://www.andymohrtoyota.com/used-Avon-2019-Toyota-RAV4+Hybrid-LE-*****************?utm_campaign=cars.com_deeplink&utm_medium=referral&utm_source=cars.com

  Business Response

  Date: 09/12/2022

  First, I want to thank ******************** for reaching out to the BBB to express his displeasure over the pricing of the vehicle, and for giving us a chance to respond.

  On EVERY listing of our used cars we have a disclaimer at the bottom of page.  In that disclaimer, it states "Price does not include applicable tax, title, licensing, processing and/or $199 dealer documentary fee, or certification fees if applicable".

  With that said, I am surprised and disappointed that my sales staff (particularly my managers) didn't try and negotiate terms with ******************** as it was clear he was trying to purchase this vehicle.  I would like to offer the chance for ******************** to reach out to me directly (if he hasn't purchased a vehicle yet) to try and either work out terms on this one, or try and offer him one of the several new ones I have coming.  I also want to sincerely apologize to ******************** for not working hard enough to come to mutually acceptable terms on this vehicle...as it seems it was a "take it or leave it" approach, which is not the way I want to do business.

  My contact info is as follows:

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

  General Manager

  Andy Mohr Toyota 

  ************** (direct office number)

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

   

  Thank you for your time.

  Customer Answer

  Date: 09/20/2022

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  First off - I would like to take ****************** for taking the time to respond to my complaint. 

   

  Unfortunately, ********************** response does not address my concern. Although ****************** does point out the disclaimer, it is worth noting that the disclaimer is at the very bottom in the smallest font possible. Additionally, the fee noted was over $4,000 which is not a simple administrative fee. Hiding the fee at the bottom appears to be an attempt to market the vehicle at a (much) lower cost than they wish to actually sell it. Why not instead include the fee in the price of the vehicle so consumers know the actual sales price upfront? I also find it strange that the fee's value is not listed in said disclaimer. if the fee is static, then why not list "does not include $4,000 certification fee" at the bottom? Again - I believe this is an attempt to hide the actual vehicle's cost from consumers in an attempt to get them in the dealership.

   

  One side note for ****************** - I failed to mention this in my initial complaint but the sales person provided us with an itemized fee list up front. When walking us through each fee, they named each fee EXCEPT for the $4,000 certification fee (instead jumping over it). I believe this was a further attempt to hide the fee from us during negotiations. Thankfully I noticed and called the salesperson on it but I feel it was a predatory sales tactic.

   

  If Andy Mohr Toyota is willing to update their website pricing to include the certification fee in their pricing then I would reconsider my complaint. Otherwise, I am disheartened by their sales tactics and unwillingness to transparently include their certification fee in their online pricing.

  
  
  Regards,
  
  ***************************