Complaints

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

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  TJ Toyota

  6706 State Highway 56 Potsdam, NY 13676

  
• 

  TJ Toyota

  P.O.Box 5208 Potsdam, NY 13676

  

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:11/06/2024

  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.

  On November 7, 2023 I purchased a 2023 ****** ******* from TJ Toyota. On November 17, 2023 I had new rims put on my ******* ( black *** rims ). On 12/06/23. I brought my vehicle back to TJ Toyota for a shake in wheel when going 60 plus mph also smelled hot. I mentioned this numerous times but when they rotated tires it would go away. On 7/26/24 the shake had gotten a lot worse after that tire rotation. On 8/16/24 same issue with the wheel shaking. On 9/06/24-09/17/24 TJToyota gave me a rental because the shake in the wheel was still present along with feeling it in the floorboard of the passenger side. On 10/12/24 they had my ******* swapped out new tires/ wheel set up there was no shake-returned vehicle 10/23/24. On 10/25/24-10/28/24 had stock tires and rims on vehicle no shake. TJToyota is trying to state that the tire that were place on the ******* on August 29,2024 is the problem when the shake started way back in December 6, 2023. Reported numerous times with stock tires on the *** rims. I believe that there is something wrong with the *** rims. The shake started after they were placed on my vehicle with the stock tires and continue to this day. Mike the Service manager was even going to warranty the rims until the ****** Representative got involved. All I want is for them to fix the problem. If it’s not the rims then look elsewhere because they have not looked anywhere else on my vehicle but the rims and tires. On or about November 1st I called TJ Toyota and left a message with the service consultant and asked him to please tell Mike the head of Service that my vehicle was still shaking. I have not received a response back as of November 5, 2024 from either Mike who is the head of service for TJ Toyota nor The ****** Representative **** ******** This has been an ongoing problem for close to a year now. I would appreciate them taking this more seriously. Thank you for your time and consideration in this matter.

  

  Business Response

  Date: 11/25/2024

  11/17/23 (Odometer-124 miles) - Customer purchased (4) new
  *** wheels 12/6/23 (Odometer-1,835miles)- Customer concerned with a “shake
  first thing then goes away, (60mph+ in steering wheel) Slight pull to the
  right. (Smells hot after sitting) ( He thinks it may be brakes hanging
  up)-   Technician could not duplicate
  customer concerns on roadtest with customer. No repairs or adjustments
  completed at this time. (No charge to customer) 08/16/24 (Odometer-17,552 miles)- Customer concerned with a
  shake following recent tire rotation. Technician confirmed a slight vibration
  in steering wheel at approximately 60mph. Noted tire wear normal and even.
  Technician re-balanced front tires and noted no further indication of vibration
  following repairs.( No charge to customer) 09/06/24 (Odometer-17,991 miles)- Customer concerned with
  shake. Can feel the vibration in the passenger floorboard. Has recently
  replaced (4) tires at another repair facility. Most noticeable when cold, also
  happens when warm as well. Technician completed alignment. (No charge to
  customer) 10/12/24- (Odometer-20,647 miles)- Customer concerned with
  vibration. On the direction of ****** Technical Specialist, Dealer installed
  (4) original equipment wheels and tires from in-stock vehicle for customer to
  drive as comparison. Field technical specialist scheduled to meet customer at
  dealership to roadtest. (No Charge to customer) 10/24/24- (Odometer- 22,112 miles) –Customer roadtested
  vehicle with Field Technical Specialist with wheels/tires from in-stock
  vehicle, installed 10/12/24.  No
  vibration.   Re-installed customer wheels and tires and
  roadtested with customer. Noted slight vibration at 55-60 mph. Re-balanced customer
  wheels and tires and roadtested. Vibration reduced, but not eliminated. ****** Field Technical Specialist advised using tires with less aggressive tread
  pattern to reduce/eliminate vibration. (No charge to customer) 11/01/24- (Odometer 22,397 miles)- Customer requested tires
  with most wheel weight be installed on front of vehicle. (No charge to
  customer) 11/20/24- (Odometer 23,817 miles)- Customer
  arranged follow-up appointment with ****** Field Technical specialist for
  on-going concern with vibration. Customer roadtested vehicle with FTS, could
  not duplicate concern. No repairs or adjustments completed. 

  Customer Answer

  Date: 11/26/2024

  On August 29, 2024 we put the new tires same size as required from the door sticker. This has no bearing on what is going on with the shaking. The shaking has been happening for a year since purchased the rims in November of 2023. With them not fixing the problem. As of approximately a week ago there service manager Roger and ****** Rep **** tells me they will no longer work on my vehicle. The exact date was November 21, 2024 when I was told this and I am still under warranty. Thank you for your time. 

  

  Business Response

  Date: 12/04/2024

  BBB spoke to management at the dealership and the following was relayed: Nothing is wrong with the vehicle.  A ****** Corporate rep has confirmed this after they investigated.  As mentioned in our previous response, we tried multiple times, as did the ****** Corporate rep, to duplicate what she describes and it has never been duplicated.  There was no charge to the customer for any of those.  If she has any issues that arise in the future, she is welcome to bring the vehicle in.  We will immediately contact the Corporate Rep to work with us in order to service her.  Thank you.  

  Customer Answer

  Date: 12/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/18/2024

  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 purchased a vehicle from the dealership and they tried to tell me my wheel bearing problem was just my new tires because it had a sound when I test drove it and had a smell in the car and they tried to tell me it was a new car smell. I brought it back to get my wheel bearing fixed, and my AC drainage was never hooked up in the car they said. The car smells like mildew mold and it makes my eyes watery and feel like they’re burning and I cough just sitting in the car for more than 15 to 30 minutes And get lightheaded. Brought the car back because of the smell all they did was detailed that one little spot and when I asked for picture proof, they said they would, but when They called me back. I asked if they had proof and they said they didn’t. They sold me a car with multiple problems that shouldn’t have been sold.

  

  Business Response

  Date: 07/31/2024

  
  10/5/23- 57,828 miles -Vehicle Purchased
  1/29/24-64,027 miles- Customer States- loud, whining noise from rear. Determined right rear wheel
  bearing noisy. Replaced wheel bearing assembly. Cost of repairs covered by extended warranty.
  6/5/24-69,217 miles-Customer states -water dripping on floor when operating air conditioning system.
  Technician confirmed. Found A/C drain hose disconnected. Re-secured drain hose. Observed normal
  operation of A/C drain following repair.
  7/9/24-71162 miles- Customer states passenger floor board wet. Car smells musty. Technician pulled
  carpeting back from affected area, cleaned area with disinfectant cleanser and directed fan on area to
  facilitate thorough drying of area. Technician re-confirmed proper A/C system drainage. Multiple
  employees in vehicle observed no unusual odor.