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:12/19/2023

  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 2023 ******* ***** on 11/9/23 and financed a portion of it. There was a $500 college graduate rebate promotion for recent (within the last two years) or expecting college graduates (within the next six months). The criteria was to finance some of the car and for the car to be new (2023 or 2024 model). I paid $19,500 with a certified check and $1,500 on my credit card. The rest of the car was financed. The promotion required customers to verify their graduation date through ID.me. I was able to verify myself as a current student, because I was a future graduate, graduating on 12/10/2023. ID.me was unable to update my graduation date before or even after the car purchase. ID.me specifically stated in an email that they did not have the capabilities to update my graduation date on my behalf, but that this is a feature they are working on. I contacted ID.me's Help Desk and they stated that I would have to work with the dealership. The dealership would not give me the promotion because I had already signed my contract, however, the tool they provided for verification (ID.me) was unable to verify the information they wanted, making this false advertising. The dealership told me that this is ****** Financial's issue. However, both ****** Financial and ******* Brand Engagement have told me it is the dealership who must come up with a resolution. I am requesting for ******* ****** to reimburse me $500 for the rebate.

  Business Response

  Date: 12/23/2023

  Customer initially was told by her Sales Professional prior to signing any paper work that they could either take the vehicle tonight and not get the college graduate rebate, or wait until the ID.me system verifies and approves the college graduate rebate and come back to get the vehicle. At that time, the customer responded that she could not wait and she needed the car. 

  In a follow up post sale conversation with a Sales Manager, the customer was advised that the Sales Professional offered her to come back with the credentials, and customer replied to the Sales Manager that the Sales Professional did state that but that she needed the car at that time and assumed that we would not have held the vehicle. The Sales Manager advised the customer that we would have held the car. We gave the option at time of delivery and the customer chose to take the vehicle at delivery without the College Graduate Rebate.

• Initial Complaint

  Date:04/03/2023

  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 am writing to file a complaint against this business for not honoring insurance claims. On 4/3 I brought my car in because 3 tires got nails in them. They were supposed to replace these flat tires with new ones. At first , the mechanic refused to listen to me that all 3 tires are flat. He was only willing to replace two tires. After talking to them for a while, they reluctantly patched the third tire. It is not safe to drive on the highway in this condition. When i scheduled my appointment with them, i expressed that I needed 3 tires to be replaced. If they only had 2 in stock, why did they schedule today for me? In order for me to make it to this appointment, i had to miss half day of work. I was told i can bring my car back for a tire replacement in the future, but then i would have to miss another half day of work. Whos going to compensate me? In addition to this, toyota ardmore seriously lacks customer service. They refused to assist me when I needed help, they all just left me there alone when I had a problem. Not only they do not honor tire replacement as agreed upon, they are also extremely racist and condescending.

  Business Response

  Date: 04/04/2023

  Hello ************************** and BBB,

  With regards to customer ************************* and his recent service visit, the customer came in and was given a transparent up front analysis of the issues with their tires. The customer initially complained of 1 tire showing a nail. The dealership inspected all the tires and found two other tires with nails in them. The dealership followed all proper protocols with the Tire Protection Plan and determined that two of the three tires needed to be replaced and would be covered by the Tire Protection Plan. The 3rd tire was inspected and determined that it didn't need to be replaced as the nail did not penetrate the tire rubber. However, the customer used an object in front of staff to puncture the tire. Even though this took place, as a courtesy the dealership paid for the tire repair patch. The customer wanted to the tire replaced, and was still not happy. The dealership followed all proper steps and Tire Manufacturer guidelines with the proper and safe Tire patch on the 3rd tire, and was willing to assist the customer throughout the process, even though the customer was acting in an unprofessional manner with staff and around guests.
  

  Thank you,
  *************************, Service Director, Ardmore ******, ********************************,*****************

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. i did not punctured the tire. All 3 tires had nails in themZ

  2. the mechanics completely dismissed my concerns. 
  3. Everybody in the office ignored me when i came in asking for help. 

  4. When called to speak to a supervisor who is the person that took his time to respond to my complaint, he did not return my call. 
  This dealership discriminated me because i am of ***** descent. 

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

  Business Response

  Date: 04/11/2023

  Good Morning *************************,
  Please let us know when you would like to have the tire installed on your vehicle for your desired outcome you requested to the Better Business Bureau.
  Thank you,
  *************************

  Customer Answer

  Date: 04/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you for your invitation, however I decided that another ****** dealership would be a better choice for me to have my car serviced at due to the following reasons:

  1. what was said in your in your initial response was not truthful. See attached.

  2. I repeatedly said to the receptionist how difficult for me to take off from work and how much I needed to get things done that same day. Regardless of my plea, I was ignored.

  3. I felt insulted and discriminated upon therefore I do not feel comfortable returning. 

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

  Business Response

  Date: 04/14/2023

  Hello *************************,

  We understand and respect your decision. We wish you all the best.

   Kind Regards,

  *************************