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:10/19/2024

  Type:Customer Service 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.

  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, details of the offer I reviewed appear below.
  
  Thank you for your response. If registration is valid through the May 2025 that means it was paid May 2024. However, I never received it. Maybe you can send me a copy of it? That I can keep it in the car. It can be a picture and Ill print it. And about the title, I address question to you, because you are the party who received payment for the service (title) and in this circumstances you may contact your business partner where you send title or visit post office. You charged me for the documents which I never received. However, I understand that you refuse to pay me $ 84 for the title I have to spend. 
  
  Regards,
  
  ****** **********tional information or clarification.Thank you for your attention to this matter.

  Business Response

  Date: 10/23/2024

  The vehicle was registered in May and currently shows registered valid through May of 2025 with the DOT.  The registration fee was $105 and was used to complete that task.  The $67 is for the title fee which allows us to transfer the title from Ken Ganley Toyota to the clients Lienholder, in this case Toyota Financial.  The client paid off their loan in September and received the letter (2nd attachment from client) stating the bank Toyota Financial is releasing the title and mailing it to the client.  The physical title does not come from the dealer it will come from the lienholder and the client must contact Toyota Financial.

  Business Response

  Date: 10/24/2024

  We can absolutely provide a copy of the registration and will cover the fee to get that.  We charged $67 for titling (state fee) which transferred the title to Toyota financial and you.  When you paid the loan off Toyota releases the title to you and there is no fee associated so im not sure why/how/who you paid additional monies.  The letter from Toyota you provided clearly states THEY would be releasing a clear title to you directly.

  Customer Answer

  Date: 10/24/2024

  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, details of the offer I reviewed appear 

  
  Dear Ken Ganley Toyota,
  
  My transaction with your company was successful and without any issues. However, your response and further actions regarding a minor problem raise concerns for me.
  
  As I mentioned before, I contacted you by phone and later visited your office in person, which led me to file a complaint with the Better Business Bureau (BBB). Despite having a large staff, your response was unsigned, with no copies of the vehicle registration attached, which only confirms the validity of my complaint.
  
  The fact that you forwarded the documents and funds to third parties does not release you from responsibility, even if everything was done correctly, because the customer has not received the service for which you accepted payment. No documents proving otherwise have been presented by your side, and by delaying the payment, you are only damaging your business reputation.
  
  Please consult with a legally competent superior if you believe otherwise.
  
  Please send a letter with a check for $84, along with copies of the vehicle registration documents, to the address specified in the contract. Upon receiving the funds and the registration copies, I will consider this claim resolved.
  
  Sincerely,

  ****** Polyanskiy 

   
  

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  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, details of the offer I reviewed appear below.
  
  When I arrived at the dealership NOBODY let me know about my car damage. 
  I was there for around 3 hours.
  Dealership's answer is 100% lies.
  Please help me.
  
  Thank you
  **** *****
  at the dealership were not working. I then asked to speak to his supervisor and he informed me that he was the most senior person there. According to the towing company, they plan on sending video evidence, there was no damage when the car was picked up or dropped off. My car also has a camera, but all recordings from the moment the car was loaded onto the tow truck were erased and the camera was turned off.
  The repairs were worth it $100 plus rent of car $230.37. Total $330.37.

  Business Response

  Date: 08/29/2024

  This vehicle arrived with damage on it, as confirmed by 2 separate service advisors who checked the vehicle in as well as the technician who worked on the vehicle.  It isn't that our camera's "don't work" we do not have an active video security system.  In no way do we want a client to be upset but we have and will continue to contend that vehicle arrived with damage.

• Initial Complaint

  Date:06/17/2024

  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.

  
  
  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,
  
  
  
  ****** *******ng found and the truck was fine.
  
  Fastforward to present My truck has been shaking and jumping when the truck is in Automatic shifting between 1st and 2nd gear extremely bad to the point I don't feel safe driving it anymore. My wife took the truck back to Ken Ganley to explain our concern and displeased that it was almost treated at Boswer like a banaid to cover the issue and we were sold a truck with Fraudulently advertisement.
  
  I am almost certain I didn't sign or see a car fax. Another Chevy Dealership showed us a car fax with 41 services prior. We would have not purchased this truck knowing it already had issues

  Business Response

  Date: 06/17/2024

  I took some time to gather information on the referenced transaction.  To start i just want to clarify a few items.  The vehicle at delivery had 78,712 miles on it.  The warranty was not purchased it is included on all Pre-owned vehicles under 10 years old under our "Ganley Guarantee" it is also 90 days or 3000 miles on the powertrain.  The car fax was presented and signed by the client and we retained that in his file. The Carfax at the time of purchase had 35 service records with all being general maintenance and tire purchases, typically a great sign that the vehicle was well maintained.  The Carfax also shows the average vehicle price in the market as $34,600 and your purchase price of  $32,331 ( A savings of $2,269 and there fore an excellent deal).  The vehicle had no accidents and know known history of "problems". 

  on 12/4/23 the vehicle was taken the to GMC dealer across the street, Bowser GMC.  At no cost they did an update for the transmission and test drove the vehicle for 12 miles and the technician noted the problem was not able to be replicated after the update.

  If now, 6 months later the issue is back we are more than happy to schedule a time to diagnose the issue.  Our service director Robert K******** has agreed to personally oversee the diagnosis if that is agreeable.

• Initial Complaint

  Date:10/09/2023

  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.

  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, details of the offer I reviewed appear below.

  
  In my response, it was NOT clear at all that I was aware of what the finance manager did. I was not
  aware or told that the finance manager (John Mesko) had called these places until AFTER he had
  called these places. There was no confusion as he told me it would be Toyota financial only. Again,
  what is clear is the fact that he called these banks without my permission. I already had a preapproved bank loan.

  The general manager did state that the hard inquiry would fall off since the loan
  was not accepted. This was witnessed by the other party involved. in front of the white 4Runner
  model in the showcase room. Both people, including the finance manager and the general manager,
  are lying. We did not have a long conversation about anything ever. I said that I wanted to speak to
  the manager before I left that day. I had to seek the manager out twice before we left to make him
  aware of what the finance manager did. I also wanted to know why he did this without our
  permission until after the fact. Nothing was agreeable. Again, I repeat he lied to me by stating that it
  would fall off next month. The finance manager was very short and barely communicated. All he
  cared about was going home to play with his kids. No one from the dealership reached regarding the
  back-up camera or the glue Rodrigo left on the car. I also called about the title several times and left
  several messages. They just now responded today asking me why I did not send in the title blaming
  me for not sending it back. It is because I did not know where to sign it in the back. This is why I
  called several times. Again, no response from the dealership.
  

  Since no resolution was offered, I am not satisfied. We never had long conversations about anything
  for this not true. In the end, I never did attain the vehicle I wanted. This car did not have all the
  features I wanted at all, especially the cross bars as mentioned in the original complaint. I only took it
  because I got tired of playing dealership games. I was exhausted due to my experiences with car
  dealerships in the last 3 months. Nowadays, customers have to wait months until a car is allocated
  and then put a down payment on it prior to. Then wait another 3 months for the car to come in. I did
  not wish to wait another 3 months for another vehicle to come in just so I could get ripped off again.
  I do know that the dealership makes as much on financing the vehicle as they do on the sales profit
  on the car. Add in extras like GAP insurance and extended warranties and they make a great profit
  on just the finance alone. That is why customers get a discount off the sticker price if they finance it
  for you. My last car salesman told me this and that is why I went thru Ford Credit. Ford credit is one
  financial company not several banks. He was honest with me. However, in this case, the finance
  manager went behind my back and called other banks instead of Toyota Financial as he had stated.
  Now the manager is saying Toyota Financial has many banks. I have spoken to other people that
  bought cars through Toyota Financial stating that it is not. I was told otherwise by the financial
  manager. Furthermore, he did not tell me until after the fact. I did not agree with this. I would never
  have given my permission for him to call Wells Fargo or Bank of America if I had known it was
  going to be these companies instead of Toyota Financial company.
  

  If I mattered as a customer, my phone calls would have been returned and my issues resolved. If I
  mattered, Justin Y****** would not be covering up for the finance managers mistakes and lies due to
  profits and incentives. He would have resolved the issue then and there at the time of the deal like he
  said he would in front of that car in the showroom that night. I was lied to and deceived. Why am I
  supposed to accept this just because I bought a car over MSRP that did not have all the features I
  wanted or needed. The least he could do is remove the inquiries made behind my back and
  reprimand the finance manager for doing this in the first place.  

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

  The salesman tried to superglue the plate cover over the plate since the bottom screws did not fit. The glue dripped all over the car. The mark is still on the car. I cannot get it off with diluted alcohol as suggested. I also mentioned that the backup camera is dark and blurry. It is hard to see out of it. He told me that the service department could not adjest it.. The head manager said that the roof rack attachment would be ordered at cost since the car did not have the packages that I wanted on it. However, the price he quoted to the salesperson to call me was 1.5 times higher than the local Toyota dealerships near me. Both dealerships told me that the $358 was not cost value for that accessory. They both quoted me a much lower price. None of my issues were resolved. I also feel that Ken Ganley does not value their customers especially after the sale.

  Business Response

  Date: 10/12/2023

  After speaking with the client it was made clear she was aware that the finance manager would be trying another bank to get her a lower rate.  There was confusion in the fact she assumed it would be Toyota Financial.  As the General Manager i did not say it would fall off in 2 weeks i said specifically that the hard inquiry would not affect her credit score to the magnitude she was fearful off and that once a purchase shows up on her credit file that it would be a bigger driver of credit score more than the 1-2 inquiries.  We had a very good and long conversation and it seemed agreeable at time of vehicle delivery.  The client raised the concerns of the lack of communication of the finance manager, i agreed it was unacceptable and it was handled internally.  As a gesture of good will we offered the cross bars at our cost.  The difference in pricing with other dealers was the labor cost.  the part only cost is obviously much lower.

  We are more than happy to look at the back-up camera as it is a new car under full manufacturer warranty.  We can reach out and schedule that immediately.  This is the first im hearing about glue on the car but we can have our detail department address that as well.  We will reach out to trans union to see if we can have inquiries removed and will reach back out to the client.

   

  We are sorry you feel that way.  After our long conversation we were extremely empathetic to your plight as you had explained your awful experiences at multiple dealerships.  It had seemed that we were on great footing and you got the vehicle you wanted.  We assure you that you do matter and we want to make things right.  If it is ok we would like to reach out to schedule an appointment to detail the car as well as adjust/look at the backup camera.

  Business Response

  Date: 10/17/2023

  We will be calling today to offer an appointment time to look at the back-up camera and to detail the vehicle to address the glue. We have contacted our finance director to see what steps we can take to get inquiries removed.

  Customer Answer

  Date: 10/23/2023

  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, details of the offer I reviewed appear below.
  
  
  
  Due to my last experience with the dealership, I have to reject the response until the dealership
  follows through with their actions. I accept their response regarding the actions that will be taken
  to resolve the issues. However, the issues are still not resolved yet. I do not wish to reopen the case
  if the paint repair and inquiries are not removed in a timely manner.
  The last time I called Wells Fargo and Bank of America, no actions from the dealership have been
  taken to remove the inquiries from my credit report. I also took my car in for service in which I am
  waiting for them to call me back on a date that they can repair the paint damage. That will be
  another three-hour drive to and from, not to mention the gas just to drop off the car. Then I will
  have to take a loaner car back and wait a couple days for the car to be done to go down again to
  pick it up. They told me that they cannot do anything to the backup camera regarding the one-to-
  two-minute delay of picture before reverse. Apparently, that is a glitch of the manufacturer of the
  vehicle. This is my first Toyota vehicle and fourth vehicle with a backup camera. I have never had
  this issue before in which the back up lens is so dark that it is hard to see out of and a delay before
  it comes on. Hopefully, these issues will be resolved soon.

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

• Initial Complaint

  Date:10/01/2022

  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.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 10/03/2022

  Our dealer website clearly says "Call for Pricing".  What was screen shot from the clients mobile device is from a third party that has pulled the wrong information.  This happens from time to time and is why disclaimers are made to confirm pricing with the selling dealer in person.  On ground our vehicles are priced on the window next to the Maroney label clearly.  If the client would like to speak with me the General Manager about making a deal I would gladly work with the client.  My name is Justin Y****** and I can be reached at ***********************, ###-###-#### or on my cell at ###-###-####