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:04/20/2025

  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.

  We purchased a used 2024 ***** about a week ago. The whole experience was great up until we tried to pay for the car. Our sales person was courteous, thoughtful and knowledgable. The car was brought out to the front of the store in time for our appointment, which we had made the week before. The problem came when we were ushered into the finance person's office. As is well known, the job of the finance person seems to be sell you as many add on packages as he can. Knowing this ahead of time, I said I did not want any add-ons and just wanted to pay for the car (cash sale). He insisted on belaboring long explanations about four add-ons, extending the transaction by multiple hours. One was ******** (a $599 add on). He said all their vehicles have it installed to track the car in case of theft. After the purchase I did some research and found out this item requires a lengthy registration process that needs to be renewed every three years. It also tracks the car continuously. We feel this item is verging on a scam tactic. It also is an invasion of privacy. If someone steals our car, we will let the insurance company deal with it. We were told our insurer would give us a discounted rate with this device installed. Not true! All in all, an enjoyable buying experience was turned into a sour one. We were bothered by it for days afterwards, feeling tainted and ripped off by the finance person's adamant manipulations.

  

  Business Response

  Date: 04/23/2025

  Mrs.*******,
  
  Thank you for reaching out about your experience. To resolve the issue, we have put you back in contact with the Finance Manager mentioned and issued you a refund. Please reach out to them with any additional questions. Your feedback is invaluable to us and we appreciate the opportunity to make it right. 
  
  Team Dolan

  Customer Answer

  Date: 04/24/2025

   
  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. We received a refund for the StarGuard. The dealership asked us to bring in the car so they could "cut out the Starguard," only to find that they could not locate it. We are guessing that it had never been installed in the first place, so we were asked to pay for something that did not even exist. Glad we asked for and got that refund.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/18/2024

  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.

  I purchased a vehicle in December 2023. During the final purchase process, I was informed that there was a non-modifiable surcharge for a GPS unit to be left on the vehicle, charging $699 for this. To the salesperson I interacted with, and the finance manager who finalized the purchase, I was repeatedly requesting to NOT have this included. I was told it was impossible to have it not included, an excuse being that the device was already installed and would take labor costs to have it removed. Upon purchasing my vehicle, the device was simply plugged in under the hood, and would have taken all of 20 seconds for someone to locate, dis-install, and close up the hood. This practice feels predatory, dishonest, and absolutely frustrated by the excuses for this clear up-charge. When I contacted the leadership of the sales department, including the *** of this company, I have received absolutely no response. I asked already for this amount to be refunded, and if not would file a BBB report. That request was sent 3 weeks ago, and here I am following through. This sales practice being done to every customer is absolutely predatory. By the time one enters the depths of the sales process to have to walk away in order to not finish a purchase this significant, it's disappointing to say the least. I am considering small claims court if no resolution is made via the BBB process.

  

  Business Response

  Date: 02/27/2024

  *******************,
  
  We apologize for the miscommunication about the addition of ******** on your vehicle. To make this right, we are refunding the charge.
  
  Team Dolan Toyota

• Initial Complaint

  Date:06/08/2023

  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.

  06/06/2023 I went to Dolan Toyota Service, *******, ****, for oil change and engine filter replacement. It was done approximately 3 hours. The following day, I was pumping gas, I noticed that my rims and tires are not the same. My Michelin four tires looks worn out and old. My original Michelin tires were new. The rims look gray, wider, heavier wrapped with silicon plastic (?), unlike mine before, the original is solid, no covering, no shines, silver/black and thinner, with sharp edges that scares me that I will b that looks like not my car, with dents. The photos are not valid for me because, they replaced a look alike (imitation) rims and old Michelin tires. The difference to me is the quality (not wrapped with something), the weight and the feel of it, I purchased it with them, Dolan Toyota, I give them business. I like the whole package of my car and what's in it. They have no right to replace anything at all. I feel like, I have been robbed and fooled by them. They are mocking me, argue with me, trying to convince me that it's the same, but it's NOT! I know it's NOT! I own for this car for 6 months now and I know every small detail on it....They prey on me because I'M AN EASY TARGET - old & alone!

  

  Business Response

  Date: 06/19/2023

  Hello, 

  Thank you for taking the time to share your experience with our team. The Dolan Service Team takes photos of each vehicle before every service and reviews these images as requested when vehicles are returned to the customer. We apologize for any frustration caused if our photo records did not match your memory.  
  
  We appreciate you reaching out. 
  Team Dolan 

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased a pre-owned vehicle at this dealership in July 2021. I worked with the finance manager a couple weeks after to cancel extended warranty, GAP insurance, etc. as my insurance offers it.
  A year later, I still have not had the refunds deducted from my principal. I never received physical copies in mail OR digital copies through email for warranty cancellation. I was there in person with the financial manager during the whole cancellation process. I even came back a week later - in person - to get copies and was told that they were locked and that I would once again receive cancellation requests by mail/email.
  It is a common (and illegal) process for dealerships to not honor warranty cancellation requests EVEN within 30 days of vehicle purchase as they lose a cut of their check. I now recognize that Dolan Toyota practices this to as my requests were clearly deflected. Clearly, this is a huge disappointment - even made worse by the fact that the business department at Dolan Toyota confirmed that they never received the refund requests. I will be leaving a review with BBB as a result of this unethical practice - Perhaps the Toyota dealership in Carson City is a better bet.

  

  Business Response

  Date: 04/12/2023

  
  Hello,
  
  Thank you for sharing your frustration and for taking the time to
  connect with our team.
  
  Our Finance Director, Mark M*****, has completed a full refund.
  We are so happy to be able to resolve this issue and grateful for the opportunity
  to do so. Thrilled that you are leaving the situation happy as well as that is always our goal!
  
  Again, thank you for reaching out!
  
  
  Thank you,
  Team Dolan  

• Initial Complaint

  Date:03/21/2023

  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.

  Toyota Rav4 2022 purchased at the end of January, early February. This vehicle has less than **** miles on it. On Friday, March 17th the moon roof of the vehicle no longer closed. The vehicle was taken to Dolan Toyota on that same day. They indicated they would not be able to assist with the vehicle until the upcoming Monday and a courtesy vehicle would not be provided. Monday the vehicle was dropped off. Diagnosis was not made until Tuesday, March 21st after the dealership indicated that the owner would most likely have to cover the $1000 cost of disassembly and reassembly of the moon roof. After diagnosis Dolan Toyota indicated that the cost of repair would be estimated at $4000 dollars and not covered by the warranty. There was no mechanism of damage for this moon roof and no explanation to its breaking. There is concern that Dolan Toyota is not maintaining to the warranty to this brand new car and assistance to getting this repaired through warranty is sought after at this time.

  

  Business Response

  Date: 04/10/2023

  Hello there,  
  
  
  
  As you know, unfortunately, the sunroof issue is not a factory defect which was declined by TOYOTA Corporate, not by Dolan Toyota. But we are so happy that the repair will be covered by insurance and the repair should be complete within the next couple of days. Great news! 
  
  
  
  
  
  
  Best, 
  Team Dolan