Complaints

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

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  Performance Toyota

  5676 Dixie Hwy Fairfield, OH 45014-4202

  
• 

  Performance Toyota

  5726 Dixie Hwy Performance Autoplex Fairfield, OH 45014-4204

  

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:04/27/2023

  Type:Product 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 October 29, 2022 I purchased a car from Performance Toyota sales person ***. On October 31, 2022 it took me 10 minutes to get my car started. I contacted *** by text and he said it may be the battery or due to cold weather. Had the battery checked and it came back good. On November 8, 2022 I again contacted *** with the same issue and was told to set an appointment which I did. I requested my starter to be checked because the issue of it not starting up was now not just in the morning. I was told by the service intake person that they could do nothing until they experienced the non-start. I have taken it in several times and asked for them to check my starter and it was not done. I have had other issues with the car and have been told to take it to Hyundai because it was something they needed to do by the same service intake person. Hyundai has done all of the recalls that needed to be done. On Monday April 24, I took my car to Toyota for other issues I was having and when the mechanic tried to start the car it took them awhile to get it started and I was then told I needed a new starter at the sum of $300. There are other issues with this car that need to be handled but I use this car to transport my son to school and they are now saying because it’s been 6 months there is nothing they can do. I was told to call the GM ******** but they were unsure when he would be in and I left a message for the other manager and still nothing. My son has been late to school due to this issue that was pointed out 2 days after I purchased the car. I have all of the text messages as well as the paperwork from service that shows I addressed this early on. I would just like for my starter to be replaced and I not be responsible for something that I made sure to notify them about.

  Business Response

  Date: 04/30/2023

  Good morning,

  Performance Toyota will be reaching out to Ms. **** to make arrangements for her to bring in the vehicle to replace the starter at no cost to her.

  Customer Answer

  Date: 05/05/2023

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

  I have received a call however the work has still not been scheduled and it has been 6 days.

  
  Regards,
  
  
  
  ***** ****
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against Performance Toyota for false advertising and misleading practices. I recently received an offer from Performance Toyota for $32,000 for my car. However, when I arrived at the dealership, the offer was revised to $28,500.
  
  This sudden decrease in the offer amount was extremely misleading and felt like false advertising. I was given no explanation for the revision and it felt like a bait-and-switch scam.
  
  I believe that Performance Toyota's behavior is unethical and constitutes a breach of trust. By advertising a high offer and then significantly lowering it, they have misled potential customers and engaged in false advertising. This is not a fair business practice and should not be tolerated.
  
  I am seeking a resolution to this issue and request that Performance Toyota rectify their actions by being transparent about their offers. I would also like to warn others about this deceptive business practice to prevent them from being similarly misled and taken advantage of.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  Skyler Martin

  Business Response

  Date: 02/14/2023

  Good afternoon,

  After looking into this matter and speaking with the customer, *** ****** was not trying to trade in his vehicle and purchase a car from Performance Toyota, he was only trying to sell his car to Performance Toyota.  Upon *** ****** bringing his car to the dealership and Performance Toyota evaluating it, their offer came back lower than his goal.  

  Business Response

  Date: 02/14/2023

  Good afternoon,

  After looking into this matter and speaking with the customer, Mr. ****** was not trying to trade in his vehicle and purchase a car from Performance Toyota, he was only trying to sell his car to Performance Toyota.  Upon Mr. ****** bringing his car to the dealership and Performance Toyota evaluating it, their offer came back lower than his goal.  

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Like I said in the original complaint I called this dealership via the phone told them I would like to SELL my car and wanted to know a rough estimate of how much they would give for my car, mentioning the previous offer I had got from another Toyota dealership of $31,000. They said "Oh yeah we'll have no problem giving you at least $32,000 if not more". At this time i scheduled an appointment to come to the dealership and complete the offer they had given me. I got to the dealership and they changed their number to $28,300 with the reasoning that once we see it in person the value changes. I asked is there something wrong with my car and they said no. This is incredibly deceitful and not a way to conduct business. They purely had said this number to get me in the door only to waste my time and not offer me what they said they would on the phone.  
  
  
  Regards,
  
  
  
  ****** ******
  

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Like I said in the original complaint I called this dealership via the phone told them I would like to SELL my car and wanted to know a rough estimate of how much they would give for my car, mentioning the previous offer I had got from another Toyota dealership of $31,000. They said "Oh yeah we'll have no problem giving you at least $32,000 if not more". At this time i scheduled an appointment to come to the dealership and complete the offer they had given me. I got to the dealership and they changed their number to $28,300 with the reasoning that once we see it in person the value changes. I asked is there something wrong with my car and they said no. This is incredibly deceitful and not a way to conduct business. They purely had said this number to get me in the door only to waste my time and not offer me what they said they would on the phone.  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:12/29/2022

  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.

  On 12/26 I spoke with a manger through calls and text in regards to purchasing a *** *. Made an apt for 4:30. Upon arrival another couple was test driving, I test drove after them and they then informed the couple before me purchased. They advised 1 was being built and it was mine for a 1k deposit and it would be in; In about 3 wks and if I found another vehicle I could get my deposit back. I've found one called and they're now telling me that is not what they agreed upon if I wasn't given a discount or the vehicle didn't come in I could get my deposit back. I've called and texted since then and filed a case with Toyotas corporate office and they won't respond to them either.

  Business Response

  Date: 01/04/2023

  Good morning,

  The general manager at Performance Toyota, Tom M******, apologizes as he was not aware of the situation.  Performance Toyota will refund the deposit back to *** ****** today.   

  Customer Answer

  Date: 01/05/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:12/12/2022

  Type:Product 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 or about Nov 15, 2022 I traded in a car to Performance Toyota that was worth more than the car I was purchasing. We worked out an agreed upon amount to be given back to me via check from Performance Toyota and of course I have in my possession all the dealerships written contract confirming this. I was told it would be around 7 to 12 days to receive my refund check back from them but, after at least 6 phones calls to them and being put through to different people all the time I have not received my check due, even though the finance manager named TILLA over a week ago on a phone call with him told me the check had been “cut” and it would go out.
  Once again nowhere after checking my mailbox this Monday morning a full week later the said check is not in my mailbox.
  Please help me, my cell is ###-###-#### my name is **** ***** and thank you all for providing this service as when I call them now they realize it is me and seem to put my ona deliberate long hold where one just hangs up eventually.
  Signed, **** *****

  Business Response

  Date: 12/14/2022

  Good morning,

  Performance Toyota spoke with *** ***** yesterday and they informed him that the check had been issued and is being mailed directly to him this morning.

  Customer Answer

  Date: 12/14/2022

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:11/17/2022

  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 purchase a **** ***** ** *** from performance Toyota in April of 2021 the agreement of the purchase was to replace the right headlight . Now the same headlight is collecting moisture inside the lens and will not drain so I made them aware of the original agreement and they told me the headlight only has one year warranty and with that being an issue they quoted me a new headlight and labor which is over 2000.00$ so now I’m stuck with the responsibility of replacing a headlight that they half ass replaced…. Because a new headlight would not be collecting moisture after a year of use …terrible dealership, the folks in the service department are rude including the manager Melissa and the service associate tony very rude and inconsiderate.

  Business Response

  Date: 11/22/2022

  Good morning,

  Performance Toyota spoke with *** *******.  Performance Toyota was able to get the headlight replacement covered under a special warranty.  *** ******* is scheduled to bring his vehicle to Performance Toyota tomorrow for the replacement/repair.

• Initial Complaint

  Date:10/21/2022

  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 purchased my vehicle on September 4, 2022. Since then I have attempted to get my vehicle registered in *******. I have left multiple message with their title and finance departments over issues concerning the location of my title. I have been told multiple stories about whereabouts of my new vehicle license. I live in *******, so I purchased out of state. However, I have never received my title and this dealership is attempting to convince me that they have received confirmation from USPS on its delivery on Sept. 20th. The dealership is not returning any of my calls after me averaging two calls and voicemails a day. Either they are ignoring me or they are afraid to admit that they have lost the document. I have even contacted and gotten involved with USPS, whom they mailed through to confirm any deliveries, and have been confirmed that such a documents have not been mailed to my address that this dealership described.

  Business Response

  Date: 10/24/2022

  Good morning,

  In response to the complaint filed by *** ******** the title was shipped to *** ******* via UPS and not USPS (tracking and delivery confirmation attached).  The shipment was sent on September 28 and delivered to the residence on September 29.     

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have chose to respond to the questions asked. 

   

  When contacting this dealership, I was informed that the package was delivered either the 20th or 21st upon the 1st time them answering the phone. I had chosen to call multiple times A-day in order to get the best response I could, to answer my questions on the location of the title. Seeing that it was delivered via UPS I acknowledged that they may have mailed it however I still was never had never received such package.Their only resolution was for me to go back to Ohio to create a duplicate title when I feel that such a variable package should be one that should be signed on upon delivery rather than left on a step of a home.

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

• Initial Complaint

  Date:09/09/2022

  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.

  On8/12/22 I purchased a ***** ***** for more than 21000.00 My engine light came on the next day. Since then my car has been in their service department 4 times in less than 1 month. On Friday September 2, driving down the highway my bumper literally fell off. You can tell from looking at the bumper that nothing hit it. It is 1 solid piece no breaks However it is all scratched up from the highway. I spoke to performance Toyota manager and he literally said it’s not our fault. In my opinion they either did something while in the shop on 8/31 when they did a smoke test on my gas tank or they sold me a car that is literally falling apart. Since they inspect used cars before selling them I don’t see how that happened. I want my bumper replaced and I want the good car I thought I was buying or I want them to give me a different car that is a great value with same features for the same amount.

  Business Response

  Date: 09/25/2022

  Good morning,

  In response to the complaint filed by *** *****, Performance Toyota has ordered the part need to fix the check engine light issue from their local ********* dealer (see attached).  Performance Toyota is covering the cost of this part and repair.  The cause of the issue is the Evaporative Emission Canister Filter needs to be replaced.  As for the bumper repair, this happened while in the care of the customer and not Performance Toyota therefore Performance Toyota will not be covering this cost.

   

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 purchase a Toyota ***** from Performance Toyota on March 2nd, 2022, the next day I realized that the amount financed on my sales contract was $2300, more that what I had agreed to. I immediately called the finance manager back and asked why the difference. The sales contract only showed a $2500 warranty amount which I assumed included all the warranties purchased. The sales contract did not show the breakdown of the $1000 protective interior/exterior coating, $700 dent warranty and a $600 tire warranty, in addition to the $2500 mechanical warranty. For a total of $4800 in warranties.
  
  The finance manager did send me the paperwork to cancel all the warranties, which was returned the same day. I called the warranty companies after a few weeks and found out that they did not receive the paperwork. I was surprised to learn that the warranties took only a day to process, but up to 8 weeks to refund. At 8 weeks I called the finance manager and was told that they mess up the paperwork so they would have to redo it. I re-sent my copies of the paperwork directly to the warranty companies and found them to be responsive.
  
  By June 30 (almost 4 months after the sale) $3800 of the $4800 in warranties had been refunded to my loan, however the $1000 protective interior/exterior coating was not refunded. The warranty company told me that this is not typically refundable because it is a coating and cannot be removed. However, in my case the coating was never applied, I had purchased the car late at night and was supposed to come back later for the coating. Since the coating was not applied, I was told that, the warranty could be refunded, and I did sign paperwork requesting that refund. It has now been over 5 months since I have requested a refund for the protective interior/exterior coating. The service was never done, and the money not refunded to my loan, I would like to have $1000 refunded to my loan like the other warranties as soon as possible.

  Business Response

  Date: 08/11/2022

  Good afternoon,
  
  
  
  Jermaine Dixon at Performance Toyota spoke with *** ******** to make him aware that Performance Toyota is refunding the $1000.00 as he requested.
  
   
  
  Kathy S*****
  
  Executive Assistant
  
  Performance Automotive
  
  ###-###-####
  
  *******************
  
   

  Customer Answer

  Date: 08/26/2022

  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.   
  
  
  
  Regards,
  
  
  
  ***** ********