Complaints

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

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  Stokes Toyota Hilton Head

  100 Fording Island Rd Bluffton, SC 29910-5115

• 

  Stokes Toyota Hilton Head

  3557 Trask Pkwy Beaufort, SC 29906-7157

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:09/09/2024

  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.

  I purchased a car through a local Toyota branch. I went to a closer one for oil changes. They have refused to service my Toyotas in the past, even after offering to pay cash. They offer coupons but when it comes time to pay they don't recognize them anymore. I get harrasing text messages from them about service even after I asked them multiple times to stop. Then finally the icing on the cake, I recently had them change my oil before a long trip. My vehicle drove funny the entire trip and still is acting funny. I took my car into ******** when I got back into town and they found the oil drain plug was finger loose which its supposed to be torqued to a specific spec. All the oil had drained from my pan and onto the skid plate that was covering the oil pan. I believe Stokes Toyota of ******** has intentionally caused damaged to a car that's brand new. There's no way of testing if they have messed up the engine that should last 300k will most likely only run for 100k because this shady business has a reputation for well shady work. I called them up to speak with them and they were extremely rude and told me someone would call me back that day. Well they never called back, I will be contacting Toyota Headquarters Monday 9/9/2024 to report this incident as well. This Stokes Toyota owes me a new car for their corrupt actions that has lead to long lasting damage that they inflicted on my vehicle. I have never had an issue with a Toyota store before but this one is by far the worst. I even have ****** reviews with high views and likes of others who agree with me and Stokes Toyota horrible and shady service.

  Business Response

  Date: 09/20/2024

  Reply to complaint from *** ***** is attached.

  Thank you

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

   

  Customer Answer

  Date: 09/23/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: you will be hearing from my lawyer do not attempt to reach back out to me. I have already told this to ****** ******. I have all the documentation and credible witnesses. You did very little to resolve anything, you never returned my money for the oil you put in then let drip all over my vehicle and my driveway. The oil stains still haven't come out. So like I said, you will be hearing from my lawyers.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased two auto protection plans valued at $3,033 with my new Toyota **** from Stokes Toyota on 6/7/21. These plans had a term of 7 years. I sold this **** less than 2 years later on 4/19/23. This sale cancelled my two protection plans and I provided all the documents required to Stokes Toyota on 5/10/23. I calculate that I am owed $2,153 for the two cancelled plans. I have not received a refund and I have not even received a status report despite mu 10 or so phone calls to Stokes.

  Business Response

  Date: 01/02/2024

  Stokes Toyota Hilton Head sincerely apologizes for the non cancellation of the products mentioned in the complaint here.  We do not have a record of this request, but can proceed with the request with the effective date as noted.  Stokes Toyota Hilton Head product cancellation form is attached and needs to be completed and signed by the customer as this is a required document by *** *****.  We have confirmed that the accounts are paid and the refund can be issued to the customer.  Please return this form back to my attention so that we can properly process the refund as requested today.

  If any additional information is needed, please contact me directly.  I apologize if this customer had requested this earlier from an employee that did not follow the protocol to remit to the accounting office for the payment to be processed.  Stokes Toyota Hilton Head is efficient in handling these request and always refunds the customer or bank immediately.  It is of no benefit to our company to withhold these funds.    As soon as the request is receive we can issue the refund.

   

  ******* *******, ***

   

  Customer Answer

  Date: 01/08/2024

  
  
   

  My complaint against Stokes Toyota has not yet been resolved. Listed below are the activities/events since BBB forwarded the 1/2/24 message from ******* *******, *** at Stokes.  *** ********* message contained a Stokes "Cancellation Form" and I was requested to complete this form and email it (and related documents) to *****************************

   

  I attempted to email via ***** the "Cancellation Form" plus 5 related docs to the email address provided.  ***** did not recognize the email address.

   

  Jan 3rd --  I attempted to email all 6 docs via *****.  ***** was unable to deliver the email and docs.

   

  Jan 4th --  I attempted to send two emails with 3 attached docs each via *****.  ***** was unable to deliver the emails.

   

              --  I called Stokes Toyota asking to speak with ******* *******, the ***.  The Operator said there was no one there named ******* *******.  She connected me to the Finance Dept  I explained my situation to the gentleman in Finance and he said he would pass my request on to the Business ****, ******** ****, who would call me back.

   

              -- Late in the day I had not heard from *** ****.  I looked up his name on the Stokes website and obtained his email address. I emailed *** **** and explained my situation.  In a separate email to *** ****, I attached the 6 docs (including the Cancellation Form.

   

  Jan 6th -- I have not received a phone call nor received an email msg from Stokes Toyota.

   

  *** ******

  
  

  
  

  
  
  

  Business Response

  Date: 01/08/2024

  I can be reached at my direct line ************.  I have been awaiting the form to be returned back to me from the customer via this BBB reply site and apologize that it was made more difficult for the customer to try to handle himself.  That was not my intention.  

  *** **** has confirmed that he received the email just now and had spoken to the customer spouse this morning.  We are in the process of obtaining refund amounts from *** directly since the request is over 90 days and that this their protocol.

  We should know the refund amount today and I will advise as soon as I am updated.  I can be reached at my office in ******** at the previous phone number if the customer needs to contact me.  All Stokes employees are aware of how to contact me directly and I am sorry that this was not handled as it should have been.      Again, I am waiting on the accounting manager to contact me back with the refund amounts shortly today.

   

  ******* *******, ***

   

  Business Response

  Date: 01/10/2024

  **** has processed the cancellation request for *** ******.  Stokes Toyota Hilton Head has issued a refund check in the amount of $2,354.26 for the requested products to be cancelled effective date of 05/10/2023.  A copy is attached.

  The check can be picked up at the Stokes Toyota Hilton Head location after 10am on Thursday 01/11/23, if *** ****** wished to pick it up.  Or, we can mail the check tomorrow to his address in ******.

  This process should not have been delayed for this length of time.  Stokes Toyota Hilton Head apologizes for this situation to *** ******. Our cancellation request are handled within 5 days after recieved.  This request did not reach the correct person to get it handled and this should have not happened as this is not our protocol with this process.  I personally apologize to *** ****** for any inconvenience that this has caused him.

  If any additional information is needed, please contact me directly.

  ******* *******, ***

   

  Business Response

  Date: 01/12/2024

  Stokes Toyota spoke with *** ****** and was instructed to mail the refund check.  The check has been mailed to the address that he provided on January 11,2024.

  Thank you

  ******* *******, ***

   

  Customer Answer

  Date: 01/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. Thank you for your prompt assistance that resulted in the receipt of my refund that was 7 months overdue.  I received Stokes Toyota's check today, 13 January 2024

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/25/2023

  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.

  On Feb 3rd 2023 I went to the car lot to purchase a **** ***** that I was already prequalified for through ******* *** with a 2000 dollar down payment. ***** **** was my salesman and I asked him please do not run my credit because I’m already pre qualified through *** *** and I only want to work through them. Well they ran my credit a million times anyway. On top of that they wouldn’t give me the ***** I wanted because they wanted 3600 down instead of 2000. So I said no thanks then they decided to show me a **** ****** no bells or whistles 8000 miles I drove it home which I live 45min away and realized I didn’t like the car. I called and said I’m bringing it back the next day and they said no but we can look at another car. I get there and they tried to put me in a ***** with 78000 miles on it, I turned it down. They did not compensate me for driving there but asked me to come and still got nowhere. A month later I went to pay the car note and come to find out I had no deal on the ****** after a whole month. I got my lawyer involved. She said I could return the car since there is not deal on it. Once I called them and told them I was bringing it back and I wanted my 2000 back they said no and rushed to get a deal on my car after a whole month and tried to blame me. ***** then said we wouldn’t do anything like that we are a Christian car lot. It doesn’t mean that the workers are though. So for all of this ***** wanted to mail me a $50 dollar gas card. NEVER RECEIVED it and it’s been over a month. I called him and he stated that he would bring it to me personally because he and his wife was coming to ******** **. Next day heard nothing from him and another month has gone by. Instead I get a check on the mail for 4 bucks and 96 cents. I’m totally disgusted with this car lot and I will not recommend them to anyone. Here it is I’m stuck with a car I don’t like and they would not work with me at all they were only worried about getting money out of my pocket.

  Business Response

  Date: 04/28/2023

  Reply to complaint:
                  On
  February 3rd, *********** ******* came into the dealership to
  purchase a 2020 Toyota *****.  ***
  ******* had a pre-approval from ******* *** Auto Finance and $2000 down
  payment.  After submitting the vehicle
  and income information to ******* ***, they required a $3600 down payment.  This was due to an income discrepancy when
  *** ******* completed his online application with ******* ***.  We discussed this with *** ******* who stated
  he did not have that amount and discussed pursuing a different approval that
  would only require the $2000 down payment he possessed.  At this point and with his permission, we
  unsuccessfully attempted to find another financial institution that would
  approve the loan with his $2000 down payment. 
  This of course required more credit inquiries. 
                  ***
  ******* decided to shop for other vehicles that would meet the lending
  requirements and eventually settled on a **** ****** ****** with 8000
  miles.  The purchase of the ****** was
  completed on February 3rd.  Three
  days later *** ******* returned stating he really wanted a *****.  We showed him another option of a ***** with
  higher miles, which he decided was not the route he wished to take.  The sales person ***** offered to send him a
  $50 gas card in order to help him with the fuel he spent to return to the
  dealership.  I have talked with ***** who
  stated he did send the card and purchased it with his own money.  The check for $4.96 was a refund for taxes.
                  I have
  authorized a $50 check and we are sending it to *** *******, this will satisfy
  the commitment made by the sales person ***** **** for the gas card *** *******
  claims he did not receive.  I would be
  more than happy to speak with *** ******* if he would like to reach out to me
  personally.   ***** ******, General Manager ************

  Customer Answer

  Date: 04/29/2023

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

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

  They are not being truthful. It was the very next day that I called and said I didn’t like the vehicle and they asked me to come back to see if they can place me in another vehicle. Also, I asked them NOT to run my credit through different banks and they did anyway. What they did was run my credit through different banks and then let it sit for over a month. Then when I found out there was no deal on the vehicle they rushed to push a deal through with the bank ******* *** that I was ORIGINALLY pre approved for so why they ran my credit up like that I will never understand. Also I don’t need their money but because ***** offered to send a $50 dollar gift card I accepted. I don’t need to lie about $50 bucks I mean really. If he sent it like he said he did why offer to meet me in ******** to give me a gas card if you mailed it originally???? Because he never sent it in the first place. I’ll be contacting the owner of Stokes Toyota because I am unsatisfied with that fact that they ran my credit multiple times cause it to drop but still ends up going through the bank I was pre approved through. This is crazy.