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:08/11/2023

  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.

  My car battery failed under warranty. I was told by ******* ****** to tow my car in and the battery would be replaced and tow reimbursed. While on the phone, she checked and confirmed that any tow company could be used. I paid for a tow upfront for $230 on July 31, 2023. She told me that day, the date the battery was replaced, to email her my tow receipt and she would reply with next steps by the next day. It has been 11 days of emailing and calling Toyota DARCARS every single day and neither *******, nor the director of service, **** *****, will respond to my emails, calls, or messages even though multiple employees have personally left them messages and even confirmed that one or the other would be calling me that day.

  Business Response

  Date: 09/26/2023

  Our service director spoke with the manufacturer and they declined to reimburse the tow bill as the customer opted out of having
  the vehicle jump-started and chose an emergency tow. She called us prior to the tow and informed us that roadside assistance said they weren't
  going to cover it. We requested a copy of the tow bill to see if there was any way we could assist. Typically, the manufacturer usually does not reimburse more than $75 unless the tow occurs outside of business hours or if the closest dealership is quite far away. Unfortunately, neither were the case here. We did offer to cover the $75 as a gesture of goodwill, but this was declined by the customer. 

  Customer Answer

  Date: 09/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is a false statement from the company. They advised me to get a tow company, and told me not to use Toyota roadside as they usually are so busy. I asked about limitations on the tow company or amount and they said “let me check” then came back and said there were none. They said they would cover any tow in full. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 10/02/2023

  Currently our response will remain as stated previously. Our service director spoke with the manufacturer and they declined to reimburse the tow bill as the customer opted out of having the vehicle jump-started and chose an emergency tow. She called us prior to the tow and informed us that roadside assistance said they weren't going to cover it. We requested a copy of the tow bill to see if there was any way we could assist. Typically, the manufacturer usually does not reimburse more than $75 unless the tow occurs outside of business hours or if the closest dealership is quite far away. Unfortunately, neither were the case here. We did offer to cover the $75 as a gesture of goodwill, but this was declined by the customer.  Thank you, 

• Initial Complaint

  Date:01/24/2023

  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.

  ***BBB note: A complaint was submitted by the consumer as a separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker.

  Business Response

  Date: 01/25/2023

  Contact Name and Title: Customer Relations Mgr
  Contact Phone: **************
  Contact Email: ********************************************
  CRM *************************** spoke with the customer and dealer team 1/25/23. Please note the following response. Customer did not have a receipt for the cash he paid.CRM, Stated to the customer it is company policy that a receipt must be presented to obtain a refund. Customer understood and that dealer will be closing the BBB. Customer responded ok. Please close. Thanks ***************************

• Initial Complaint

  Date:11/03/2022

  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.

  Date of transaction: June 21, 2022
  Purchased a 2015 Jeep Wrangler unlimited from this dealership for $31250 after taxes financed for 5 -7 years. Since I have had this Jeep, I have had issues. The first was a bad O2 sensor within the first 2 weeks of having the vehicle. I was without my vehicle for 2 weeks while they were "repairing" it. Took it back 2x afterwards for them to find out it was the cam sensor because the check engine lift kept coming on. They fixed it after the 3rd time when they kept for 2 weeks looking for a fault then an additional 3 days to correct the fault.
  I moved to Florida in late August, since I have been here checked engine lift came on, and all dashboard lights came on with steam billowing from under the hood. I was informed by the mechanic that it would need an oil cooler but upon further checks found it would need a whole new motor. I have been trying to contact the dealership, but they have been turning a deaf ear to my plight. They are not connecting me with the general manager always saying that he is busy and I'm not getting callbacks. I cannot get any help. I have had this car less than six months and now I need a motor. This is not what I expected from this company, and now I'm about to be out of money because unless I get another car now, I would not be able to get back-and-forth to my job, so I need some help to resolve this issue.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/04) */
  CRM Sherlene ***** followed up with the Dealer Team Please note, this customer is now living in Florida. He does not have an extended warranty on his Jeep.
  The O2 sensor he is speaking of; we did not charge him for the work or the part. He says it was 3 times, however the 1st 2 times he took it to Jeep, not here. We were able to diagnose the problem, ordered the part and fixed it at no cost to him. There is nothing we can do to help him at this point. He bought a used Jeep on 06-21-2022 with 83770 miles then.
  
  We took good care of him when the issues came up after he bought from us.
  We simply can't just fix used car 5 months after purchase. Please close. Thanks Sherlene *****