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:10/09/2024

  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.

  A deposit to purchase a new car will not be refunded. I canceled the order with the sales office before the vehicle that they had on order arrived at their lot. I met with the sales manger ***** ****** who advised the car was sold however they would keep the ****** deposit . He offered a store credit instead of a refund. This is predatory sales and horrible way to take advantage of a senior citizen . I have no use for the store credit. I pleaded for the refund with no resolve.The contract states "you shall at our option forfeit as damages". at our option is a a good faith statement that a refund would be available if we did not take delivery. Can the BBB help? Thank you ******* ****** Cell ************

  Business Response

  Date: 10/09/2024

  Mr. ****** placed a special order for a new Toyota 4Runner. When vehicle arrived, customer was notified and then came in to take delivery. At that time he informed us that he can't complete the purchase due to his spouse not approving. I have attached the order that was signed by all parties involved indicating clearly that the deposit was non refundable if he refused to accept delivery. Customer came in and met with me to plead his case and even stated that he did not read what he was signing. As a courtesy, I explained to Mr. ****** that we will not refund his deposit based on the fact that we honored our agreement however I will allow him to use the $500 as credit for any service that our 5 dealerships offer. That includes service, parts, body shop, detail services for any make and model vehicle. This way he was not losing his $500 deposit. I feel that this was a fair offer that would benefit all parties involved. 

  Customer Answer

  Date: 10/10/2024

  [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: 22401882
  
  I am rejecting this response because:
  The response from Peruzzi toyota is not accurate. The contract states at their option. There are no damages incurred and we expect the refund in the full amount. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/10/2024

  A service credit is the best we can do. We have honored our part of contract and by law don't even have to offer the service credit. I am sorry that the complainant does not agree.

  Customer Answer

  Date: 10/10/2024

  [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: 22401882
  
  I am rejecting this response because:
  I in good faith, put a deposit on an incoming car and canceled the order before the vehicle arrived. If damages, what are they? I also ask, what law in the state of ************ allows for any predatory action to be taken on the deposit for an order that was not filled? 
  I am a senior citizen and feel I am being taken advantage of by this company. I expect the refund to be issued in the same good faith that the state of Pennsylvania would expect any consumer based business to perform 

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

  
  

• Initial Complaint

  Date:08/03/2024

  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.

  Took money via deposit. Arranged to pay for vehicle in cash. Finance Manager wouldnt sell me the vehicle. Ran my credit unnecessarily when Im a cash paying customer.

  Business Response

  Date: 08/21/2024

  Company policy is that cash or certified funds are required at delivery. Customer wanted to pay with a personal check. In this case customer would need to wait for check to clear bank before taking delivery. Customer wanted to take vehicle possession immediately and was informed the only way to make that happen would be for him to finance the vehicle and pay off the loan directly. Customer gave credit application which revealed sub standard credit which wouldn't allow this option. Customer was also looking to register vehicle in a state with no sales tax in which he was not a resident of that state nor did he own a home in that state. We are not going to release a product valued over $60,000 without secure funds. We issued a full refund of his deposit to the credit card that was charged.

• Initial Complaint

  Date:05/22/2023

  Type:Order 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.

  When purchasing a vehicle, the loan officer sat Peruzzi Toyota lied and said that I must finance through Toyota Financial Services for 6 months, and was told another financing option wouldn't be accepted. After being coaxed into to the predatory business practice and upon further inspection it was revealed that this was not true and actually a violation of Toyota policy causing me to pay a higher than average interest rate than the 4.99 interest rate I was quoted by another institution. I would like for Peruzzi Toyota to compensate the difference in interest based on their lie.

  Business Response

  Date: 05/22/2023

  At time of original sale, terms of sale were clearly disclosed to consumer and agreed upon by all parties. Consumer had the option to say no and not proceed with sale. We were and always have been during these times of limited availability totally transparent in our terms of sale. We are selling the new vehicle at MSRP without any additional markups. Customer must finance with TFS at standard finance rates. We ask that they keep the loan active for 6 payments and refinance at that time if they feel they can obtain a lower rate without penalty. If customer doesn't agree with terms then we do not accept deposit to secure a vehicle.

  Customer Answer

  Date: 05/23/2023

  [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: There is no written commitment on any contract received or signed that the loan must be active for 6 months through TFS. I also called TFS and was told there is no such policy preventing me from payoff prior to 6 months. BBB please help me confirm what actions I am able to take from here on out.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 05/23/2023

  It was never stated that it was a TFS requirement to keep loan for 6 months. It was a term of sale between the dealership and consumer. As previously stated, consumer had option to decline sales terms and not purchase car. Consumer can payoff loan at any time without penalty. With the extreme shortage of new vehicles, most dealerships have adopted pricing policies of charging $2,000 to $10,000 over suggested MSRP. Our dealership decided to only charge MSRP with no additional markup for **** Hybrids. By selling at these prices we can not afford to participate in other costly incentives these other dealerships are absorbing in their additional markups. This is why we have fully disclosed terms of sale prior to purchase. Again, consumer had option to say no with no penalty.

  Customer Answer

  Date: 05/23/2023

  [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: Please provide written confirmation and signature of terms of sales that includes this stipulation as proof.  Based on the sales agreement provided by Peruzzi, there is no document/addendum outlining Agreement Terms. Based on what you are saying in the written documentation/confirming here, I can payoff/refinance prior to 6 months/at anytime since there is no penalty associated or written agreement.
  
  Regards,
  *******************************
  

• Initial Complaint

  Date:12/06/2022

  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 purchased a van and a bumper to bumper warranty. Now Peruzzi wants to charge me a diagnostic charge of $150 to even look at my van???? I tried talking to them saying this was a reacurring problem buy they will not look at my car that I purchased there?????

  Business Response

  Date: 12/07/2022

  Since it is not known if an issue is covered under a warranty until the condition is diagnosed, customers are advised that there is a $150 diagnostic fee. If the condition is covered under warranty they do not get charged the fee. If the condition is not a covered condition and they have it repaired at our shop then they will not be charged the fee. The fee is only charged if they decline to have the condition fixed. I am having the customers service advisor contact them today to see exactly what they feel is wrong with their vehicle and to make an appointment to bring the vehicle in so we can figure out what is going on.