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Business Profile

New Car Dealers

Toyota of Kent
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 of Kent refused us service today. We ordered a van from them at the beginning of November and put $2,500 down. I asked about financing and said that we would be shopping around. The sales person never said we had to finance through them. We obtained a loan and had cash and a check for the remaining balance from our bank. They refused to take it. They said they would beat our finance rate from our bank and we could refinance with our bank. We came in with the rest of the $2,500 in cash today and said we would sign the papers with their financing. i said I was irritated with them and wanted to leave while they finished the papers and we would come back to sign the papers when we got a phone call. When we came back the manager said he would not sell us the van because we would not be happy either way. He said I said “you all irritate me” and said they were “choice words”. We held up our end, but they refused to hold up their end of our agreement. The same van is now listed online in the area for $7,000 more than it was at the start of November and the wait can be 6-12 months. I think they just want to sell it to someone else for more. A friend had a dealership look up the vin # with Toyota and it is marked sold today, which is the day WE were supposed to get it.

    Business Response

    Date: 12/16/2024

    This plain and simple has zero to do with money or vehicles or anything other than how you and your husband treated my staff and thought it was ok to speak to people like that. Being a private business, we can accept or decline business from anybody we choose. With that being said, I will not let any customer speak to or treat my staff the way you two did. I made the decision not to sell you a vehicle in best interest of both parties involved.

     

    **** *****

    General Manager

    Toyota of Kent

  • Initial Complaint

    Date:05/23/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    The sales rep (**** ******) and finance manager (***) ran my credit on a loan that they had KNOWLINGLY already sold. I requested a copy of the loan approval letter and they would not give it to me.

    Business Response

    Date: 05/29/2024

    Mr. ****** was in contact with Toyota of Kent regarding a
    pre-owned truck.


    On 5/9 Mr. ****** inquired on the truck’s availability.
    After conversation with the salesman Mr. ****** then submitted his credit
    application to us on 5/15.
    The truck was still available for sale. Mr. ****** was asked
    countless times by our sales staff as well as the finance manager to leave a
    deposit on the truck to reserve the vehicle, he consistently declined.


    On 5/23 Mr. ****** was still in contact with us regarding the
    purchase of the truck but still unwilling to give us a deposit to hold the vehicle. On 5/23 we sold the vehicle to another customer who was
    ready to put down a deposit and move forward with the purchase. We KNOWINGLY
    sold the car to another customer on 5/23.


    When submitting a loan application, the lender will send you
    mail correspondence with terms of your loan, the dealer is not required to share
    any other information.

    Thanks,
    **** *****
    General Manager
    Toyota of Kent

    Customer Answer

    Date: 05/30/2024

    Thank you for the response.  I would like to see proof that you ran my credit application on 5/15.



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