BBB Accredited Business since

Mountain States Toyota

Phone: (303) 302-8888 Fax: (303) 412-0490 View Additional Phone Numbers 201 W 70th Ave, Denver, CO 80221 http://www.mountainstatestoyota.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Mountain States Toyota meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Mountain States Toyota include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 25 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

25 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 19
Total Closed Complaints 25

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Mountain States Toyota
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 6

Additional Information

BBB file opened: April 30, 2003 Business started: 03/10/2003 Business started locally: 03/10/2003
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Business Management
Mr. Tim Van Binsbergen, General Manager Ms. Jody Caldwell, Customer Relations Manager
Contact Information
Principal: Mr. Tim Van Binsbergen, General Manager
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars

Alternate Business Names
Mountain States Scion Mountain States Toyota and Scion Sonic Automotive
Industry Tips
Automobile Dealers (New & Used Sales) Car Fraud

Customer Review Rating plus BBB Rating Summary

Mountain States Toyota has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a new 2015 4 Runner in July. The sales team was great and had no problem with them. We were then transferred to the finance department where everything goes downhill. The gentleman dealing with our auto loan seemed to know what he was talking about. I specifically said that I did not need another credit card and two weeks later, a credit card was mailed to my house. I looked through our loan paper and found only 2 pages of a credit card offer in there. Nothing on that paper said I authorized a credit card. Then, we had to file an extension on our temp tags TWICE. The second time the DMV called to see what was going on with my paperwork and they said that it was sent back because there was something wrong with the trade in. My wife had to go to Mountain States to talk to someone with what was going on. A manger came down to speak with her and said I’m sorry the girl went on vacation and left it in her box and gave my wife the paperwork to just give to the DMV. 1. My personal information should not be just left out in a “box” and 2. My wife is not on the loan and should have no right to take my information with her to do that job for Mountain States. The manger stated to my wife that she would cut a check for a $100.00 for the inconvenience. Not surprising, we never received that check, and because it was just sitting in the box, Mountain States should have offered to pay more than just $100.00. The last straw was when I made an appointment to get the scratches I found taken care of through a package that we purchased with the car. A gentleman called regarding this and discussed the scratches. He had no answers and was unwilling to help me find out if what the loan department told me regarding this package was true. I was frustrated with him because he seemed unconcerned and unwilling to answer my questions that I cursed at him and he hung up on me. I am tired of getting the run around with this company. If the people doing loans are supposed to sell you on additional products, they should explain them correctly (know what they are talking about) and not surprise you with a credit card that you never signed up for. I would never recommend this company to anyone! It is a joke the way the processing and loan departments are run.

Desired Settlement: I would like to see this company refund more that just the $100.00 check I never received (half of our registration). I would like an explanation as to why information was given to my wife when she is not on the loan. And I would like my scratches fixed like the loan officer explained with the package. (He stated that if scratches were found 30 days prior they could be fixed. There is one on the door and three fairly large ones on the hood). I am not asking for all of the scratched as I know some are past 30 days.

Business Response:

I have provided documentation that were no other promises with regard to this transaction. I have attached the documentation. If the guest can provide any documentation with regard to any promises I will be happy to reimburse monies. This situation is peculiar as the purchase date was 6/27/2015 and the first complaint was sent on 3/7/2016. The PermaPlate Paint protection does not cover scratches. Please refer to your PermaPlate contract as it does cover a host of items to protect your paint.

The documents provided are as follows: New Vehicle Delivery Checklist  - notice initials on numeral 7. I am satisfied with condition of vehicle. We Owe - all weather mats were owed and have been received. Addition and Removal Order - states what needs to be added.

If there is any documentation stating any monies or services are owed I will certainly oblige even though our We Owe policy clearly states it is valid for only 30 days. As documented, one can see there is no additional promises. However, if there is any additional documentation that can be provided it will be carefully considered.

If there is any additional documents that are needed, we are happy to provide them as long as they do not disclose personal information.

Consumer Response:  
Complaint: ********

I am rejecting this response because: The staff should be trained properly on how to explain the extras they are selling customers.  Yes numeral 7 states I am satisfied  with the way the vehicle is. He also stated that if there was dings or scratches, the extra package would provide coverage on fixing them.  Also, my wife still should not have had to do your back office work and the woman handing over my information to someone who is not on the loan is uncalled for. When someone from your company states they  will send your $100.00 check for the inconvenience they should do it. Customers should not have to get that writing for your mistake on preparing licence plates tags in a timely manner.  I will not be satisfied with the finance department until they are properly trained on their jobs and would never recommend Mountain States.  The toyota dealer in Frederick is worth the drive.  Mountain States should not make their customers feel scammed after signing documents and should not have to do the back office job. 

Sincerely,

**** *****

2/12/2016 Guarantee/Warranty Issues
12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Warranty will not pay for major repairs needed, inspector states,damage had been there for awhile possibly before the sale. Was not noted by dealer. I purchased a used "as-is", 2007 Acura MDX from Mountain states with ******* ********** on 09/08/2015. Not even a week had passed from the sale and the check engine light turned on.I called mountain states when this occurred and asked to speak to several managers because no one was picking up their phones. No one answered, and I had to leave messages and I never got a call back.Then the check engine light turned off for a week and then kept turning on and off randomly after."Check transmission" kept blinking on the screen. I finally took it to Mile High Acura in Aurora,CO to get a diagnostic on 09/17/2015. They found nothing wrong even though the light was on and gave it back to me with the light off. I assumed it was fixed. The check engine light and now the check oil light both kept turning off and on after 3 weeks from that service visit. After my second attempt to get an appointmnet with Mile high,I decided to take the vehicle to Courtesy Acura in Littleton,CO instead on 11/10/2015. They found the issues with the car and told me the vehicle needs a transmission range switch worth $408.00 and an oil pump at $1,600.00. Courtesy Acura called my warranty company opening a claim and they sent an inspector out to them to look at what needed to be done on the vehicle. Conner from the service department gave me a call two days later letting me know the warranty I purchased with Mountain States does not want to pay for the repairs, because it looked like the damges had been there for awhile prior to the sale of the vehicle, which Mountain States must have known, but did not let me know. I had to pay for the diagnostic of $88.00 by visa debit card ending in 7981. I paid $500 in dealership and handling fees, so this car should have been fully inspected before selling and taken care of major repairs before selling, "as-is".

Desired Settlement: I would like either Mountain States Toyota or my warranty company I purchased through them to pay for any major repairs needed on this car. Including the navigation system/disk. I asked if their was anything wrong with the navigation system prior when I test drove the vehicle. ******* nor the used parts and service manager *** ****** knew what the problem was when I called them concerning the navigation system the day after the sale on 09/09/2015. ******* acted like it was not a big deal when I asked about it prior to the sale and that it was ok, he just couldn't figure it out. That was not fair I feel when they knew it completley did not work.

Business Response: Initial Business Response /* (1000, 6, 2015/11/27) */ The warranty company finds it unusual that two dealerships (one being MST) found no issues with a oil pump or transmission. With that said Mountain States will once again complete a diagnostic concerning the oil pump. In the event the oil pump is damaged Mountain States Toyota or EasyCare will repair or replace. With regard to the transmission range switch we will repair or replace if needed. We will not cover any issues with the navigation system. All repairs must be done at Mountain States Toyota. There are no exceptions as work must be done at Mountain States Toyota. The point of contact is *** ****** at Mountain States Toyota. It should be noted dealer handling fees have nothing to do with reconditioning or inspection of used or new. vehicles. Initial Consumer Rebuttal /* (3000, 8, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept, because I want repairs done with courtesy Acura since they are the ones that found the problem.Courtesy Acura was able to provide me with a nice new vehicle to use in the mean time while they did the diagnostic and for any repairs if done at the time free of charge. I know Mountain states will not do this for me. Mountain States can do the diagnostic themselves, but I don't trust them anymore with my repairs. It had to take this for them to finally answer me after leaving messages with management. I want Mountain States to do the diagnostic, but Courtesy Acura to take care of the repairs when Mountain states sees there is a problem, so that I can be provided with means of transportation free of charge. Final Business Response /* (4000, 10, 2015/12/03) */ The issues will be repaired with regard to the oil pump and transmission range switch as promised in my earlier response. Under no circumstance will MST pay Courtesy Acura any monies for repairs. Our proposal is fair. We are not under any obligation to fix anything. However in the spirit of good faith we will address the issue and fix the issues accordingly. You stated you brought your vehicle to two Acura dealerships and one of the dealerships Mile High Acura stated there is nothing wrong. Fact is it has been determined by the warranty company there is an issue and we will fix it as the warranty company has refused to reimburse you. I will also include a rental car free of charge. We look forward to earning back your trust. Final Consumer Response /* (2000, 12, 2015/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept, to try this out then hopefully my concerns will be taken care of concerning the check engine light randomly turning off and on so quickly after the purchase. As well, as the check engine light with the same issue. I will also accept because I am being promised a free rental car in the mean time if repairs are required after the diagnostic. Thank you.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mountain States Toyota sold a used vehicle that was unsafe and should have not been on the lot for show. It has been a year since the purchase of my vehicle from Mountain States Toyota. In the last year the following parts have been fixed and or replaced: Transfer Case (Within the first month of ownershipdealer) Both Front Hubs (Within the first month of ownershipme and dealer) Front Differential (Within the first month of ownershipdealer) Transfer Case Seal X 5 (Throughout the yearme) Front Left Tire Pressure Monitor (Within the first month of ownershipme) Drive Shaft (bent and out of alignment and the reason for an irritating squealing noise coming from the under carriage and the reason seals were getting destroyedrecently fixed...so, Mountain States Toyota sold it to me with a bent freaking drive shaft.me) Emergency Brake Connection (broke on the highway! failure due to rotting back platesme) A few of these items were fixed by the dealership in the first few months of ownership due to them wanting to make things right, which I can appreciate. But I had to keep bringing it back for them to look at and they kept it for weeks at a time. Once I got it back it was returned to me in the same condition that I brought it in. This went on for at least 2 months after my purchase. purchase date: 8/23/14 multiple dates afterwards by dealership contained in their records starting shortly there after. (5 Sept when it made it to the shop). my records start as early as 8/28/14. Sales Rep: **** ****** Payment Method: $2400 Down, financed

Desired Settlement: Out of pocket expenses for repairs, mileage to dealer and back (multiple times), and actual used car inspection by neutral 3rd party

Business Response: Initial Business Response /* (1000, 7, 2015/10/24) */ The complaint is disappointing as we have taken the High Road every step of the way with this guest. First and foremost we do not have a crystal ball when it comes to issues with 10 year old vehicle. I have attached the reconditioning repair order for your review. Shortly after this guest purchased the vehicle the transfer case had issues. We replaced the transfer case with a used transfer case at no charge to this guest on 9.10.2014 RO #XXXXXX My cost to repair was $1375.16 We were under no obligation to repair this vehicle but we did the right thing. A week later a bad bearing was discovered. Once again we took the High Road and repaired the bearing on 9.17.2014 RO# XXXXXX Cost of the repair $559.66 incluidng the tow bill. Again no charge to this guest. On 10.14.14 a there was a differential issue once again we take the High Road and repair the vehicle and provide a rental car. RO# XXXXXX total cost to repair was $1684.87. Again no charge to Mr. this guest. On 10.20.14 the used transfer case failed so we replaced it with a remanufactured transfer case. RO# XXXXXX my cost to of the repair including the rental car $1706.02. This guest of course was not charged. This guest signed the Buyers Guide which states AS-IS-NO WARRANTY. YOU WILL PAY FOR ALL COSTS OF REPAIRS. The dealer assumes no responsibilty for any repairs regardless of any oral statements about this vehicle.(attached) Yet, Mountain States has made $5325.71 in repairs on behalf of this guest. This guest declined to purchase an extended warranty. (attached) In spite of the fact this guest declined to purchase an extended warranty Mountain States Toyota took the High Road and made $5325.71 in repairs of behalf of this guest. This guest signed a CARFAX regarding the history of the vehicle purchased. This guest signed a Buyers Order that states ALL USED CARS SOLD "AS-IS" OR "WITH ALL FAULTS" UNLESS SEPARATE AGREEMENT IS FURNISHED BUYER. (attached) The vehicle was purchased 14 months ago for $10,493.00. Mountain States Toyota has made over 50% of the purchase price in repairs after the sale. We did the right thing with no questions asked. Under no circumstance will we enter into any additional repairs for this guest. We have more than fulfilled our promise. The acronym RO stands for Repair Order. (clarification) If there are any additional questions or documents needed please contact me.Please confirm all attachments have been received.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have issues with Customer Service, Repair Work, Personnel, and being verbally attacked. I purchased a **** ***** on 5/21/2015 from Mountain States Toyota. As of 7/14/2015 I have yet to receive the paperwork to register the vehicle from the *** because Mountain States Toyota was late in providing it according to the **** This despite *********** ******** ignoring my request for information over and over. Eventually I did get a hold of ****** ***** in "Titles" who explained to me that I could "Buy another temp tag because we sent the information over and it's not our problem now." When I suggested that ****** should pay for the temp tag ****** ***** verbally attacked me, telling me that I would not "Speak to her like that" and that she would send me to her Supervisor. A dead phone line. So I called back and go a hold of General Manager *** ************** to whom I explained the situation and that I was upset about how I was treated and the issue with the paperwork and the **** He asked what I wanted done. I first told him I wanted ****** fired for how I was spoken to (if I had done the same at my job I would now be unemployed) and he proceeded to verbally attack me the same way that ****** ***** did suggesting, "You're an instigator, I'm not dealing with you, you don't know the background information, and I'm done talking to you" at which point he hung up leaving me without any service. This is just one problem. I also have two spots of paint damage and one scratch on the car that needs to be fixed because of flaws in the product (paint) provided by ******* This does not even cover it all ... I was also overcharged for my car ... which they wanted to correct by giving me additional maintenance coverage and I was not given the vehicle I selected ... I was given one with more expensive doors which was not noticed or mentioned until later on when I inquired.

Desired Settlement: 1. An apology from ****** ***** for her verbal attack. 2. An apology from *** ************** for his verbal attack. 3. Monetary compensation for not having the paperwork delivered to the *** in time in the total of $250.00 justified by my loss of time in trying to fix this problem and the actual problem they caused as well with increased taxes at the *** for late registration and the risk involved with Mountain States Toyota leaving me with a vehicle that is likely to be towed because of an expired registration beginning on 5/21/2015. 4. The paperwork to be completed immediately for the **** 5. My paint situation and scratch situation to be taken care of immediately. Under warranty. With a replacement vehicle provided if unable to fix since this is a product that may fall under the "Lemon Law" in Colorado if the product is inherently flawed. 6. An apology letter written by *** ************** stating that this will not happen again and that from now on all staff including those in charge will treat all customers with respect. Should all of this happen I will gladly take my car, my business, and everything else to another Toyota Dealership in Colorado and avoid Mountain States Toyota altogether. (Mountain States will of course be needed to transfer my information to the Dealership of my choosing.)

Business Response: Final Consumer Response /* (2000, 8, 2015/07/20) */ Update: 7-17-2015: Part of my complaint has been .0 resolved. The DMV has told me Mountain States Toyota had send a "Runner" over with my paperwork and I will be able to get my tags in time. Part of my complaint has not yet been resolved. I was still treated poorly by Staff and I feel I am owed an apology because I never once swore at anyone, yelled at anyone, or tried to "instigate" anyone as I was told. I did not need to ask for a firing ... that I admit ... but I also should have been taken care of as a customer. When I told corporate Toyota about the experience they told me I should take legal action ... I do not think that should have to happen ... Mountain States should attempt to repair this relationship so we can move past this incident.

7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mountain States Toyota staff made dishonest claims to have additional products purchased in order for me to finance my car. I found the car I had spent months looking for at Mountain States Toyota on a used car website and inquired about the **** ****** ******* ******* ***** (VIN# ***** XXXXXGXXXXXX) and scheduled a test drive appointment. On 4/29/15, I was assisted by sales specialist, ***** ******** It took 10 mins to locate the vehicle which appeared to be unclean on both the exterior and interior. I was disappointed to see that the vehicle hadn't been prepped properly as I had requested to see it a day in advance. ***** assured me that the car had indeed been completely inspected by their service department and just hadn't yet gotten around to detailing it. He promised to have the car detailed and ready by morning if all went well. After the test drive, we discussed the knocking noise I heard coming from the engine to see if this car was worth $11,499. ***** fetched the inspection form which had notes about the knocking noise and says because they are a Toyota dealership they cannot fix the problem since the car is a Subaru. After another moment of weighing the issues, ***** offered that the warranty should cover the repairs. I considered it but negotiated the price down to just under $11,000. I figured I will save more if I purchase the car without a warranty and figure out the repairs on my own. Over an hour later, ***** was excited to announce that they were able to find me a great APR but that an extended warranty and a LoJack had to be added on to the purchase of the car because I was a first time car buyer. He led me to the office of ****** ********* a financial agent, to sign all the paperwork. Confused about the requirements to purchase the car, ****** confirmed what ***** had said and confidently added that the warranty will also help cover repairs for the issues I was concerned about. I left releived and satisfied that my first big car purchase experience hadn't gone as bad as I anticipated. I picked up the car the day after with the car detailed as promised, but at a sad attempt as the mat was missing from the trunk, dog hairs still visible, all the emblems stashed in a plastic bag in the glove compartment, no drivers manual, the gas at quarter tank & only 1 key, which ***** promised to contact me with a 2nd key. Within 3 weeks, I took my car to two mechanics to confirm the knocking sounds and what the repairs will entail. The cost would be $2,000+ (much more than I had expected) but I was confident that warranty will cover it all after paying the deductible. I called ******** claims dept, who told me that these repairs won't be covered because they were pre-existing issues. Feeling sorry for me, they then informed me that the warranty was not required to purchase the car. I was completely baffled! Why would MST lie to me about such a "required" purchase? Because I was a first time car buyer? Because I am a woman? Do they train their staff to use deceitful practices to get their customers to purchase products under false pretenses? I then became skeptical about ALL the products they added as the warranty surely wasn't the only thing I was lied to about. On 5/16/15, I went to MST to discuss the warranty with ******* I told him they had been dishonest about selling the warranty & LoJack and he denied ever saying that to me. He claimed, "I didn't say that in those words" to which he apparently did not deny was false either. After I mentioned that ***** ******* had first told me about the requirement of a warranty, he began pinning it all on ****** He offered to cancel it so we signed the cancellation form and he said he'll submit it on Monday or Tuesday. He agreed to also give a full refund of the LoJack and have the spare key reimbursed if I purchase one. I followed up on 5/19/15 to see if ****** had submitted the cancellation form. He quickly checked his computer and assured me that everything been taken care of. I called ******** every day since then and they hadn't received it. I was lied to again!

Desired Settlement: Due to the employees' dishonest nature, trying to take advantage of me with no sympathy and lack of attempt to follow through with a solution as simple as faxing a document, this has forced me to no longer rely on their word and have lost all trust in their assistance within the company. I had to do their work for them and fax my copy of the cancelation form in order for ******** to receive and begin processing the request. All I want is for MST to refund ALL products on the contract that does NOT pertain to the car itself. I also would like to request a second key that I don't have to go out of my way to obtain as I have gone through much more than was necessary.

Business Response: Initial Business Response /* ****** ** *********** */ Your claims are not true and frankly slanderous. We do not conduct our business in such manner. The facts are as follows: ***** stated the guest was aware of issues when purchasing the vehicle. He also stated the guest may be able to purchase a warranty and it may be covered 30 to 40 days out. In speaking with ***** he NEVER told the guest she had to get the warranty and ******* In addition the guest had never attempted to contact ***** regarding any issues with the purchase of the vehicle. After further investigation ******** ******* stated he never told the guest she had to purchase a warranty or ****** in fact she purchased ID theft and GAP Insurance. The guest had to come in to cancel the warranty and ****** and commented how "easy" it was to cancel. She signed a cancellation form on May 18th and a check request was completed on the same date for ******* The cancellation process typically takes 6 weeks to complete. However rather than make decisions on statements I have attached the documentation which **** **** signed stating in fact in no way was she inticed to purchase a warranty or ****** for a lower APR. Please read the last paragraph of the document that has been attached that **** **** signed. With regard to the 2nd key we will be happy to provide reimbursement with a receipt. I apologize your experience was less than perfect as we work hard to provide an exceptional guest experience every time. However your allegations are serious and we DO NOT conduct business in the manner you suggested. I look forward to reimbursing you for the second key with a receipt of course. Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) You are correct in noticing that this whole ordeal is a serious matter. It does not surprise me that you are as naive about these employees' behavior as I was to come to this place of business and allow myself to trust such people to educate me on the process of my first car purchase. If this dealership that you so highly praise yourselves of have company rules and values, why did these staff members jump at the opportunity to mislead me with dishonest claims after learning I had no prior knowledge or experience of purchasing a car? I do not have time to sit around and make up "slanderous allegations" toward your great company name when your employees are doing a pretty darn good job of tarnishing the name themselves. Yes, it is my fault I should have known better to read the fine print to catch it sooner, but unfortunately I was too busy believing the facade that I was being "helped" with what was in my best interest. I just wanted my story to be heard and dealt with properly and that is not too much to ask for. I strongly believe that I was not the first victim of this exact disgusting practice by these staff members, nor am I the last. I have friends who came searching for a car at this very same facility after my "great experience" and they were told the same deceitful claims of a required warranty purchase. How you can allow this sort of activity to continue and deny that you do business differently is beyond me. Please just see it through that your staff members comply with and follow through with what should have been done right the first time. Thank you. Final Business Response /* ****** ** *********** */ I truly apologize your experience was less than perfect and once again please send me a receipt for the second key so that I may reimburse you. I have addressed all involved. I have explained to each of them if I discover evidence of wrong doing termination is eminent.

7/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Came in for oil change and 60K mile check. Was told it would cost about $120. Upon check out told there was no charge after all and signed $0 bill. Came in for oil change and check up. Quoted approximately $120. Upon check out i was told there was no charge after all. I told the cashier there must be some sort of mistake and the cashier rudely pointed at the $0 balance at the bottom of the page and said to sign its covered under the service plan My husband then signed for the $0 balance since he was the one going to pay. A few days later i got a phone call that we didnt pay our bill and i told them i still have the $0 bill statement. At that point they admitted they made a mistake but i still must pay. I told them i already tried saying that a few days earlier and they insisted we didn't owe them money and signed for no charge. They called back a few days later offering $25 off the bill. I feel the $0 balance should stand since that is what we signed for when we checked out and we even tried correcting there mistake when we were there and they refused.

Desired Settlement: No charge as we agreed upon and signed for at check out.

Business Response: Initial Business Response /* (1000, 7, 2015/06/19) */ I agree with you. There will be no charge as this was our error. I apologize for the unacceptable treatment you received from my cashier.

3/19/2015 Guarantee/Warranty Issues
3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought my 4 Runner in for a service bulletin which replaced the catalytic converter. After the repair a rattle started under the vehicle. I brought my 2008 4 Runner in for a service bulletin to fix a sulfur smell coming from the exhaust. The repair included replacing the catalytic converter. A couple days after the service a rattling occurred from under the vehicle. I took it back on 8/16/13 to fix. They said a spring was loose on a plate from when they replaced the cat so they tightened it, but that it may need to be replaced if it happened again. It started rattling again a couple weeks later, but by then we had moved 200 miles away. Since they indicated it wasn't a time sensitive issue, I didn't want to do the drive to get it looked at. While I lived away, I probably drove the vehicle less than 5000 miles. Since we are now back in the area I brought my vehicle in for an oil change and recall, and asked that they fix the rattle. This was on 1/13/15. Invoice #XXXXXX. They later called stating it would need a repair that would cost $315. I said I would not pay for a repair on something they damaged. Adam stated it was not due to the repair they did. The rattling started after they worked on the exhaust system, they fixed it once, they should fix it again. It is a rattle they caused. He then offered a discount, but again; I will not pay them for something they broke. **** asked why we hadn't brought it in sooner and I explained the situation of living so far away, it wasn't convenient, nor was it an indication that it was a time sensitive issue. On the invoice it states "No diagnosis performed. Recommend new exhaust pipe springs and gaskets". How can they tell me it's not related if it wasn't properly inspected? I feel like they are trying to up sell me and take advantage of me. Every time I come here they try to sell me hundreds of dollars of other service (which I know is their job, but frustrating all the same). I brought my vehicle here this time so they could fix what they broke. That didn't happen.

Desired Settlement: I would like for them to fix the rattle that they caused without charging me for it.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ We did replace the catalytic converter on 7/31/2013 @ 63,757 miles. The guest returned 8/16/2013 @ 64,679 miles with a rattle that we determined was a loose spring clamp on the exhaust. We tightened and noted at that time that it may need to be replaced in the future. Now 1/13/2015 @ 75,431 miles the guest returns stating the rattle has returned. We identified it as a clamp on the exhaust that will not hold it position correctly and needs to be replaced. It is not a clamp that we would have removed during the catalytic converter replacement therefore we do not feel it is our responsibility to repair it at no charge. We offered an extremely large discount to try and resolve the guests concern but they declined. Since the catalytic converter replacement the guest also stated the keyless entry stopped making an audible sound when the button was depressed, again nothing to do with an exhaust repair. I also show we put a windshield in the vehicle at no charge for the guest. It seems as if ever since we did a relatively simple repair, anything that happens to the vehicle is our responsibility. When does it become the owners responsibility? At this point the repair is inexpensive, it isn't worth this effort. We will repair the guests vehicle once again at no charge to them. Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, you are correct, the keyless entry has nothing to do with the catalytic converter repair, and I never implied it did. So I'm not sure why it's even being mentioned. I took my vehicle to you to look at the keyless entry because you're a vehicle service department. Secondly, you did replace my windshield at no charge because you broke it during a car detail. It was verified by Clearpoint who had done repairs to the windshield that day that the crack was not there when I brought it in. I will not accept bringing my vehicle in for a simple repair, nor a car wash, and leave with it in worse shape than when it went in. I don't appreciate being accused of trying to manipulate free service out of you. To me that is not the customer service I would expect from an A rated BBB company. To me, good customer service would involve better communication of what is happening with my vehicle. Maybe the technician should have seen a problem when they were replacing the catalytic converter and brought it to our attention. Maybe instead of just saying "this is bad and it's going to cost you $500", you can show the customer the vehicle while up on the lift where the problem is and how it is unrelated. If it is a mere coincidence that the exhaust started rattling immediately after they replaced the catalytic converter, they could have indicated it was unrelated at the time and not tightened it for free. They didn't at that point indicate that anything was wearing out and needed to be replaced. As a vehicle owner, I accept responsibility for necessary vehicle repairs, but I will not pay for the damages caused by others. I also accept the responsibility of making the wrong decision to take my vehicle to your service department. I will not make that mistake again. We have bought our last two vehicles at Mountain States and had no problems with the sales department. However, those will be the last purchases we make there, and they can thank their service department for that. At this point I don't trust Mountain States to fix my car without breaking something else, whether I pay for it or not. I do not accept the free repair. I will let my statement be on record that I am unhappy with the service received at Mountain States and will not continue to be a customer. Final Business Response /* (4000, 12, 2015/02/28) */ Please bring in the 4Runner so we can fix the rattle.

2/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: over charged for bra and not refunded the $399.00 plus tax as promised by EDWARD **************** Manager. No return calls. purchase 12/1/0/2014, Toyota RAV 4, credit.

Desired Settlement: Refund

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ We have in fact processed a refund. In the event the check is not received by 1/23/2015 please contact me directly. In response to your comment of no response from *** he was off duty yesterday 1/15/2015 and he sent ******** an email at 8:32 am 1/16/2015 addressing your concerns. I apologize for our the tardiness of his reply and not including you.. **** ****** on his communication. This issue should of been addressed in a timely manner and we failed. Thank you for bringing this to my attention.

12/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Vehicle taken in for transmission issue. Returned to us with a blown engine. MST is refusing to take responsibility. Wednesday November 5th we called and made an appointment with Mountain States Toyota for our 2008 Tacoma , which was purchased at that location. We were told to drop it off that evening and they would look at it the following morning. We dropped off the truck at 5:57 p.m. Nov. 5th. My husband ****** explained, to **** ****** our service advisor,that there was a rattle type noise coming from the clutch or transmission. We had previously had the clutch replaced in May at MST, **** was our service rep then also. **** contacted my husband Thursday afternoon and verified the transmission noise. He suggested a transmission service. ****** approved for the service to be done. We also asked them adjust our headlights at that time. **** said the truck would be done by the end of the day but since it was so late in the afternoon that we pick it up on Friday. ****** said no problem. ****** picked up the truck Friday around noon. He received invoice #XXXXX when he paid for the service. **** said the transmission flush, would eventualy make the noiset subside , but all Toyotas have that noise? ****** left the dealership and went back to work at **** ***** st. He worked again Saturday for a few hours and ran a few errands before coming home to Arvada around 5 p m. We decided to go to Black Hawk. for the evening around 10: p.m. As we headed out of the driveway I noticed the noise sounded worse than when we took it in. We got onto I-70 headed west. ****** put the cruise control on around the Youngsfield exit. As we approach the E-470 off ramp the cruise control mechanism got kicked off and the noise by that time was horrendous. We pulled over as soon as it was safe to do so and called a tow through our insurance. That night was snowy and cold so we sat with the engine running to keep warm We had the truck towed back to MST. The truck was dropped off in front of the service area next to another towed vehicle. Monday morning november 10th we went into MST and went straight to ***** desk. He told us that they cut a new key to move the truck from in front of the door and next time we should leave the key. We apologized and asked why they didn't call us . They know who owns the truck because the previous owner of our truck was the parts manager there at Mountain States Toyota. ****** requested a rental truck. **** called ****** later that day and told him that we had a blown engine. ****** immediately left the job sight and went straight to MST. **** took ****** into the service garage and show him some black oil that was in a soda bottle stating it came from our truck. ****** said that there is no way that came from our truck. My husband changes the oil every time the indicator light comes on. There was no light on when we dropped off the truck. It is stated in the invoice that there is no service due at this time. ****** asked for a copy of the original invoice # XXXXXX and told **** that he would get back with him on what he wanted to do. Tuesday my husband and I drove to MST. We drove around back by the service garages and saw our truck parked directly behind the garage door in a parking spot. ****** jumped out and checked the oil. To his surprise the dip stick reregistered full with clean oil. I took two pictures of him holding the dip stick. We left at that time never talking with anyone. Wednesday morning ****** and I went to MST to speak with ***** Before anything was said my husband told **** that we were recording the conversation so there are no discrepancies. **** said O.K. We pointed out to **** the copy of the invoice given on Monday had a different time than the original. Attached to the original invoice showing the 21 point inspection the fluid section is not marked as completed?

Desired Settlement: We would like the blown engine replaced, the transmission replaced and the rental truck paid for by Mountain States Toyota. We had our truck towed from MST Saturday to another mechanic who specializes in Toyotas. We would rather have them or another Toyota mechanic perform any work. If this is not cost effective because of labor and new major parts then a brand new truck off the lot would be acceptable also. We would also like ****, the service department manager, to pay off the bet ,he asked my husband 3 times to wager with him. **** had when he called us to tell us no. MST will not pay for anything but a refund of the 79.99 for the transmission flush. I do believe the bet was for $6000.00.

Business Response: Initial Business Response /* (1000, 7, 2014/11/19) */ Mr. *****'s concern on invoice #XXXXXX, dated Nov 5th 2014, was exactly " Cust states having some issues with the bearings on the clutch please. It is making a grumbling noise. It goes away if you push in the clutch or give it gas, check and advice" Upon inspection we detected a slight noise from the internal transmission bearings. We suggested replacing the transmission fluid and installing a fluid additive to see if that would correct the noise. This service did improve the condition we heard. The vehicle was dropped off in front of our service department on Nov 10th, we did cut a key to move the vehicle as it was blocking an entrance door. We inspected the vehicle for a very loud noise from the engine while it was running. We suspected internal engine damage. To verify this we drained the engine oil to inspect for metal in the engine oil. We saved some of this oil as a sample. There was definitely metal in the engine oil. This would lead us to think an internal engine bearing is more than likely the cause of the noise. It is definitely some sort of internal engine failure. We then filled the engine back up with fresh oil and pulled it outside. We still have the oil sample that came out of the engine. Mr. ***** states the noise he is hearing from the engine currently is the same noise he originally brought it in with. It most certainly is not. As per his description, the noise goes away when depressing the clutch or giving the vehicle gas. This noise does not go away any time the engine is running. It is unfortunate that Mr.*****'s vehicle suffered an internal engine failure, it was not caused by Mountain States Toyota. We did not perform any engine service to the vehicle on Nov 6th when we worked on the vehicle. The noise it came in with is not the noise it has now. If we had done something negligent or careless we would pay for any damage incurred, in this case we did not. In reference to any "bet" Mr. ***** is referring to, that was him claiming we would be paying for the repair of his vehicle, he was going to sue us for the repair. He is the one who stated he bets we have to pay for it. I simply told him we would not. We did not cause the failure, therefore we are not liable for the repair. We did not do any work to the engine, Mr.***** is the one that maintains that portion of his vehicle, by his own admission. I believe I successfully attached a copy of the invoice to the case. If for some reason it isnt attached, please let me know and I will gladly forward one to you. We look forward to putting this behind us as we did nothing wrong in this case. Initial Consumer Rebuttal /* (3000, 11, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response from Toyota because they responded before the general manager heard both parties. Total lack of respect on a professional level. We were able to prove that it was an error made by Toyota with the paper work. Final Business Response /* (4000, 13, 2014/12/03) */ The engine was never looked at as it was brought in for a transmission issue. Mountain States Toyota did not cause the engine failure as we have referred to in a previous response. In the spirit of good will we have offered to do all work at cost and pay for half of the repairs. We have provided this information to ****** and ********* *****. This is strictly a good will gesture. Final Consumer Response /* (4200, 15, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the management team at Mountain States Toyota is incapable of resolving consumer issues, caused by their incompetence, at their level, we were able to resolve our issue with the executive owners of Mountain States Toyota, Thank you **** **** "Sonic Automotive."

12/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I brought my car in for it's first 5000 mile service paid extra for mountain states to detail my vehicle. My car was scratched and dented in process. I recently purchased a 2015 Scion tc from moutain states. After being blindsided with a $1200 needed upgrade for my touchscreen to have navigation in working order after the initial purchase was already made and financing processed! I brought my car in for it's first service 5k. I paid extra to have them detail my vehicle inside and out! After a sloppy job was done with the detail, I had to dry a normal spot on the vehicle myself where water builds up after a wash I know this because I wash my car on a weekly basis. I immediately noticed there was a scratch and dent on the running board/door jam of the vehicle. I immediately made contact with the dealer, sent pictures to the assistant director of service, and attempted to contact the actual director! After multiple attempts to reach them and not hear back, I finally made contact with **** ******** assistant director 3 to 4 days later and heard they were not going to restore my car to normal state! Mr.********* continued to tell me that they 100% did not cause this it wasn't possible and that I am a liar! They offered to put touch up paint on it but not restore my brand new vehicle to it's brand new condition it was in before I brought it in for service! I am absolutely appalled at the lack of customer service they have shown me! I don't know if it is my age or what but every experience gets worse and worse with these guys the least they could do is fix the damage they caused! I can guarantee that this will be the last time I service my vehicle there!

Desired Settlement: I want my car restored to the original condition it was in when I brought it in for a service! thats all, but they refuse to take blame for this and continue to blame me!

Business Response: Initial Business Response /* (1000, 5, 2014/11/15) */ We have contacted Mr. ***** and requested he bring the vehicle in for repair. We did not handle this properly. We will provide a rental car if needed while the scratch is repaired as well. My apologies. Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point I am not satisfied I just received my vehicle back from mountain states on Wed. Nov 19th and after they had my car for 3 days to fix the original scratch it was returned to me with an even worse scratch across the hood of the vehicle! I contacted the Director of Service **** ******* directly and we agreed to bring the vehicle back in on Monday the 24th to see what can be done to handle this properly! Until my vehicle is restored to the condition of new, the condition it was in before the original service they performed that caused all of these issues! I will not be satisfied with there service until my vehicle is fixed completely! Final Business Response /* (4000, 9, 2014/11/21) */ As you have stated we are addressing on Monday November 24th, 2014.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I brought my truck in for preventative maintenance. Immediately after, my engine began overheating and progressively got worse until it was undrivable I purchased my 1995 Toyota 4Runner in January of 2012. In 2.5 years and 60,000 miles the engine never showed any signs of overheating. I always had maintenance done on time, as scheduled, and have all my records of work performed. I was due for timing belt and water pump replacement so I took the vehicle in for servicing at Mountain States Toyota on June 18th, 2014. My service advisor, **** *******, recommended I also get the drive belts and thermostat replaced, so I followed his advice. I picked up the vehicle in the evening and drove it home with no problems. When I started the car the next morning, the check engine light was on. It has never been on before while I have owned it. The thermostat started to slightly rise when I was idling but kept cooling back down to it's normal level every time I accelerated. Over the next week, the thermostat slowly began rising higher every time I drove it. Finally on Sunday, June 29th 2014, I drove home from Southern Colorado and needed to stop three different times to prevent the thermostat from reaching dangerous levels. I checked all my fluids and my coolant was low. The next morning I added some red Toyota coolant to be safe before I drove to work. Over the next couple days, the engine overheated some during my commute, but I never had to stop for it to cool down. On Wednesday, July 2nd 2014, on my drive home from work, the engine quickly overheated to a near dangerous level and I didn't feel comfortable driving it any further. I contacted **** and asked him if I could bring the vehicle in to get looked at the next day and he agreed. I had my car towed to Mountain State Toyota that night. The next day **** got back to me and said they looked at all the repairs. He concluded that all the parts were functional and everything was installed properly from the previous service a week ago. He mentioned that the vehicle showed all the signs of an engine leaking coolant into the head gasket. I asked him what could have caused that and he said it could be a number of things but he couldn't definitively say what it was without extensive labor and taking apart the engine. **** said if his suspicions were correct the vehicle would need the head gaskets replaced. However, it could be that the entire engine would need to be rebuilt. I explained that the vehicle had never once overheated in the slightest during the last 60,000 miles that I had driven it and that it didn't make sense for it to immediately begin overheating after preventative maintenance was completed. At a minimum price tag of $3,000.00, **** said he could sympathize with my situation and offered to reduce the total cost of the repairs by $1,000.00. When I called my go-to mechanic to get his opinion, he said he could replace the head gasket for $2,000.00, the same price that Mountain States Toyota would have done it for with the discount already included, effectively making it not a discount. The engine had never shown sign of coolant leaking, oil over flowing, over heating, loss of power or fuel economy, or any other tell tale symptoms of faulty head gaskets prior to the preventative maintenance done by Mountain States Toyota. **** kept pointing to the fact that this model of engine is notorious for head gasket failure and that inevitably at high milage it would fail. While I understand this, it doesn't negate the fact that I have never had any issues pointing to this becoming a problem. Upon further conversations with ****, he suggested that when Mountain States Toyota replaced the water pump, it pushed more coolant into the engine, causing the oil to overflow with coolant leading to the engine overheating. If this was an issue, I would have appreciated the mechanic telling me beforehand that replacing the water pump could cause more foreseeable issues before I decided to get the work done.

Desired Settlement: I would like Mountain States Toyota to return my car back to me with a safe, functioning engine. Here are the options Mountain States Toyota has offered me: 1. Take a $1000.00 discount on any repairs necessary to repair the engine. There is no telling how much the repairs could cost, and the only way of finding out is to pay to have the engine disassembled (hundreds of dollars in labor costs.) If it's just the head gaskets that need to be replaced, **** quoted me $3,000.00. However if any more significant damage had occurred, it could cost thousands more. 2. Get the car towed. 3. **** said a friend of his would offer me $200.00 for the vehicle. While I understand that this engine has high milage and a reputation for blown head gaskets, it was showing no signs of these being issues before I brought it in for preventative maintenance at Mountain States Toyota. It is likely that the truck would have continued functioning well had it not been repaired at Mountain States Toyota. The settlement they are trying to provide me with now is extremely poor when I can take the car elsewhere and get it repaired for $1000.00 dollars less than they quoted me. My confidence in the abilities of the mechanics at Mountain States Toyota to repair this type of engine is low, given the results of their previous work. I would prefer to not pay a higher price for work I'm not confident in their track record. If Mountain States Toyota feels they are capable of properly repairing this engine, and they are willing to work out a MEANINGFUL discount on work provided, I would be open to that. Otherwise, I would prefer to pay another mechanic who is skilled in these engines with a proven track record of maintaining and rebuilding them. I would also be open to Mountain States Toyota offering to pay the mechanic I trust with the original discount of $1000.00 given for the additional repairs.

Business Response: Initial Business Response /* (1000, 8, 2014/08/06) */ We repaired Mr. ****** vehicle with regard to a timing belt repair and a water pump repair. Which Mr. ***** agreed to on 6/18/2014. He came back in on 7/2/2014 with an additional 1500 miles on the vehicle( 248,874 on 6/18/2014) with head gasket issues. Head gasket issues are not related to repairing the water pump or timimg belt. Mountain States Toyota is not responsible for the repair of this vehicle. The unit in question has 250,290 miles on it at this time and it is 19 years old. At this time the vehicle has been here for over 30 days with an expectation that we would repair the unit at no charge by Mr. *****. We have never eluded to fixing the vehicle at no charge. We did offer a significant discount on the needed head gasket repairs to Mr. ***** to try and offer assistance. Mr. ***** has declined these repairs, and this discount. Effective 8/8/2014 Mountain States will begin charging storage fees of $25.00 per day and escalating to $50.00 per day 8/15/2014. I suggest Mr. ***** remove his vehicle immediately. There is no responsibilty for any additional repair to Mr. ****** 1995 4Runner by Mountain States Toyota.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given an incorrect carfax and my car had been in an accident. I bought a certified 2010 Toyota Rav4 sport model on July 31 2013 for $25,809.23. I used check ****** receipt no. XXXXX. The vehicle had the 160-point quality assurance check sheet, which it passed, and I received a CarFax that said the vehicle had no previous car accidents. I sold the car on June 23rd, 2014 through consignment, and it turns out upon further inspection that the car had been in an accident. The Toyota manufacturer in Boulder verified that the front end of the vehicle the front bumpers and hood did not have the vehicle vin number. There was also damage of an accident on the bottom of the car. As a result, I was not able to sell the vehicle for a top value cost and lost $2,000. I sold the car for $17,000. Over 9 months I lost an enormous amount of money by purchasing a lemon from MST.

Desired Settlement: I would like Toyota to pay me the difference in what I lost in the resale value of my vehicle. I trusted that their inspection and carfax would have ensured that I bought a quality vehicle. Instead their inspection was not thorough enough. I overpaid for the Rav4 in the first place and then lost thousands of dollars when I sold it less than a year later. Overall, I would also just like to complain about the service that I received when I bought the vehicle. The sales person did not explain that the tires on the vehicle were run flat tires, and that they needed to be replaced in less than 10,000 miles. I feel taken advantage of and don't want this business to take advantage of other people in the future.

Business Response: Initial Business Response /* (1000, 8, 2014/07/17) */ I can appreciate your frustration and disappointment. I took the time to review your file and I have a signed copy of the CARFAX by you and you are correct the CARFAX states no accidents. The CARFAX also states "This CARFAX Vehicle History report is based only on information supplied to CARFAX and available as of 7/31/13 at 11:19:56 AM (EDT) Other information about this vehicle , including problems, may not of been reported to CARFAX. Use this report as one important tool, along with an inspection and test drive, to make a better decision about your next used car." Under no circumstance is our intention to take advantage of anyone. That does not make for good business. We pull a CARFAX on every used car and it is a guide as CARFAX disclosure states. Again I appreciate and understand your position. However we will not be compensating any monies. I did notice in your file you purchased a maintenance and service contract which can be canceled and you will be refunded any monies available based on the proration on the agreements. Initial Consumer Rebuttal /* (3000, 10, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should take responsibility for not checking for the vin number in the hood or checking under the car for damage. That's why I paid them top dollar to give me an honest opinion of a car. I agree I signed the CarFax but it was their job to make sure the vehicle was in the shape they said it was. Final Business Response /* (4000, 14, 2014/08/06) */ We did nothing wrong, our process in reconditioning is consistent. It is unfortunate you sold the vehicle on consignment. I do not have a record of you bringing the unit here for us to appraise. We did nothing to harm you or intentionally misrepresent the RAV4 you purchased July 13th 2013. The documents on file that you signed represent our transparency. Mountain States Toyota is harmless thus no monies will be reimbursed.

8/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Saying I owe another $690 in taxes a month after deal was completed. When trading the my daughters vehicle for a Nissan Maxima everything was completed and paid. Now they state I owe them another $690 because of taxes. Paperwork can be updated to correct for the problem but they are unwilling to fix paperwork and demand me to pay $690 and are have made the threat that I will not be getting registration for the Maxima.

Desired Settlement: For paperwork to be corrected to reflect the original deal made.

Business Response: Initial Business Response /* (1000, 10, 2014/06/19) */ Upon review of all trade in documentation the trade title does not have the buyers name on the title. Therefore the transaction does not qualify for a tax credit according to Colorado State Tax Statutes. The monies are due to the State of Colorado. $690.23 is due to the State of Colorado. We can facilitate this payment in the form of a credit card, cash, or check. Registration cannot be processed until these monies are paid. Initial Consumer Rebuttal /* (3000, 13, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information was disclosed to the dealership upon trade in and I will not be paying any more money on this trade-in. I made the deal with even trade of my Ford explorer for the Maxima plus $500 cash which I have paid. I expect the purchase order to be followed and my registration and title for Maxima ASAP. Final Business Response /* (4000, 18, 2014/07/17) */ After careful review of all documents the registration disclosed a different owner and we should not of included a trade in allowance as a tax credit on this transaction. This error was in fact due to the similar names on the registration. The names being the same with the exception of one name being a JR. and the other the III. Nonetheless we made the error and we will begin to process registration.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Told I would get two keys to the car but they only provide one. I purchased a used 2013 Prius on 5-31-14. My sales person was ***** ******** When completing the financing paper work and other contracts with ***** I was told I would get two keys for the car and was required to sign paper work that two keys were included. All paper work was completed prior to them actually handing me the keys and the car. When the paper work was all completed and ***** took me to the car he gave me only one key. I immediately asked where the second key was and was told that he would have to look into and get with ***** to find out about the 2nd key. They told me they would take care of it and call me back. I have called and spoke with ***** asking about the second key who said ***** would need to take care of it and he would leave a note on his desk to call me. I have left a voicemail for ***** and I spoke with **** who called to schedule the appointment for the crystal fusion windshield protection I purchased. I still have not received any responses regarding the missing key.

Desired Settlement: I would like Mountain States Toyota to provide me with the second key I was told that I would get and that should have came with the car.

Business Response: Initial Business Response /* (1000, 8, 2014/06/18) */ I apologize for our inept attempt to communicate with you. I am embarrassed. I will have a key ordered however we will need your car to program the key. Your key will be ordered by Thursday and we should have it by Monday. *** ****** will contact you regarding a time that is convenient for you. Again please accept my apology. Sincerely, *** ************** Initial Consumer Rebuttal /* (2000, 11, 2014/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mountain States Toyota called me with in days of this complaint and scheduled a time for me to pick up the second key. When I showed up for my appointment to have the key programed I was sent right through and did not wait longer then 15 mins. Thank you for the follow up on the quick service.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Brought my vehicle in for alternator replacement. They fixed the problem but added a new $550 problem when they damaged my radiator. Problem Date: 3/18/14. Service Rep: **** D. ******* Invoice #: XXXXXX Customer #: XXXXXX I brought my vehicle (2006 Lexus GX470) in to have the alternator replaced. I dropped it off on 3/17/14 at 8:40 am and was told it would be ready for pickup on the same day around 3 or 4 pm. I received a phone call at the end of the day on 3/17/14 telling me it would be a day later due to waiting on the part. I received a call the next morning that they had the part and were going to finish the repair. I then received another call stating the nipple had been broken off the radiator and the entire radiator would need to be replaced (not immediately but eventually). They tried to say that the damaged occurred a long time ago due to corrosion areas beneath the connection. After asking if this could have happened while replacing my alternator they then said it was from the battery installation. However, this was only done a day before it was brought into the shop. There is no way that this could be the case due to the nipple being 4 or 5 inches from the area the battery was installed as well as the fact the nipple is hidden under a protective shroud. The only reason they said this was to cover their own mistake. They had many excuses why they did not do the damage however it is obvious that they did. After driving from the dealership you could see the fresh and only spray from the broken nipple on the hose and engine. This was also the first time I have ever smelt anti-freeze when driving. I park my vehicle in my clean garage every night and have never seen a drop of ANY fluids on the ground. Even if there was some corrosion in the radiator it would have HAD to been hit to brake and they are the only ones who have removed the protective shroud. There was no previous evidence of this problem. They also tried to blame it on old spilled radiator fluid from a previous radiator fill-up. When I went back to the dealership the sales manager was rude and condescending. He had a raised voice the entire time and as I asked him to calm down and discuss the situation he yelled at me to leave. I decided to use the Mountain States Toyota dealership out of fear of a unreliable mechanic. I am very disappointed in how they could not take responsibility for the damage they caused to my radiator and that they are not holding themselves accountable. At the end of the day the fact that there is only new spray from the broken nipple on the vehicle is evidence enough that this was done by the dealership during the alternator repair. I have documented pictures of this as well.

Desired Settlement: I would like the radiator and all new problems repaired and an apology for the extreme inconvenience and rude customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ We did not notice the broken radiator overflow nozzle until we removed the plastic cover. Once the cover was removed it was evident the overflow nozzle was broken. We noted it.We also noted the battery had been replaced by someone recently. The radiator overflow nozzle is located right next to the battery. When the battery was put in someone broke the nozzle. There was dried coolant all down the side of the radiator. If we had broke it there would be no dried coolant. The battery install was done very poorly. The ground wire was broken, the battery tray was not installed properly and there was no battery hold down brackets. With that said when we make a mistake we fix it. We are honorable. It is a rule in our store when we break something we fix it. We simply pointed out the issues we did not create them. Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the problem. That overflow nozzle relies on pressure from the radiator cap to press coolant to the overflow bottle. This transfer of liquids comes from the form of spurts of antifreeze, not it dripping down the side. After I had driven the vehicle home from the dealership I noticed the first of antifreeze shooting out from the nozzle onto the engine cover and other hose. This was not happening before. The old antifreeze was just that... someone trying to pour antifreeze in with the plastic cover in the way. Funny how this was noticed after the alternator was pulled which is directly under the area that was broke. This was done by you and I can not understand why you are not admitting fault. I am shocked. Final Business Response /* (4000, 9, 2014/03/27) */ I stand by my original statements as documented.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Was given a "We-Owe" to install "PermaPlate" on the vehicle. Discovered vehicle already had this. Refund request was refused. I purchased the vehicle on Feb 8th and was upsold on "PermaPlate" by the finance person. I initially accepted this offer. After completing this transaction it was discovered that the vehicle already had this coverage and I was being sold the same thing twice which would ordinarily be transferable to the new owner. I called and requested to cancel the "We-Owe" and have the add-on refunded toward the financing. I was told by the person who called to make the appointment that he would check on this. I was called 5 days before the expiration of the offer, which had to be completed within 30 days and told that there I could not cancel this. I disagree with this statement. The "Permaplate Limited Warranty" document states the product guarantee is Non-Refundable and Non Cancelable once permanently applied. This was never applied yet, and as a result of taking until just a few days before the limited warranty enrollment window expired there was no reasonable way of having the vehicle delivered to mountain states for this 'we owe' to be completed on time.

Desired Settlement: I would like the purchase price of the PermaPlate in the amount of $989 refunded and applied toward the financing at Partner FCU.

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ We have issued a check on 3/24/2014 to Partner Colorado Credit Union for $989.00 for the cancelation of Perma Plate. Initial Consumer Rebuttal /* (2000, 7, 2014/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is the outcome I wanted. Thank you.

2/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought a 2003 honda accord, drive it for 10 days and transmition went bad, drove for a total o 200-250 miles, they claim I abused the transmition. All I want is for mst to repair my "certified" vehicle, I feel that when a vehicle is purchased or any product for that effect, it should be in perfect condition for its use, sales manager claims I abused the vehicle, transmitions don't go bad overnight, I'm not a conflictive person but I feel I have been cheated as the vehicle was not properly inspected before it was put out for sale, thanks for your time, GOD BLESS.

Desired Settlement: All I want is for the transmition to b replaced and an extended warranty as I feel there might b more problems with vehicle.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ The transmission concern has been resolved with Mr *********. As we are repairing the transmission. Thus we consider this case number closed.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Bought 2012 scion xb in March 2013 with 9miles on . Serviced as recommended and at 10K miles they suggest new tires that I have to pay for. no Warrany I bought a 2012 scion xb with 9 mileson it in March of 2013. We serviced it appropriately thru toyota and at 5k milles were told the tires were wearing down more then they should but we were told to keep an eye on it. At 10k mile svc was told we needed new tires. I asked when they would be put on becuase obviously they would have them replaced either thru toyota themselves or thru the tire company from which they get the tires. Ttoyota doesn't have a warranty thru toyota for the tires but that they would call bridgestone/firestone to get it resolved. The 5K mile svc was done at Mountain states toyota where I purchased the vehicle and the 10K mile svc was completed at ********** ********** toyota dealership where i was told I needed new tires. After a week of waiting for my tires to be replaced i recieved a phone call stating that I needed to pursue bridgestone/firestone and toyota would not be helping with this transaction and tires were not toyota's problem. I guess i alraedy bought the car so now they didn't care about how the vehicle runs or is maintained properly. I am very upset with how this was all handled. Now i am writing a complaint because as of today which is two months after the suggestion from toyota themselves and going to the tire company who tell me there is no warranty on these specific tires and showed me new ones. ARe you crazy they have 10K miles on them....why i heck would i buy more tires from you. I'd rather go to discount tire or Big O who might actually support there product. I'm sickened by the fact no one wants to take responisibly for either the bad decision of tires (Toyota) or the fact that bridgestone doesn't stand behind them either. 10k miles on tires....come on. Some one please take responsibility for your actions and give me new tires that last more then 6 months.

Desired Settlement: I just want tires that will last as long as others do which is a minimum of 17K miles. Take responsibility for what happened which was out of my hands. Take these tires and give me new ones for my 6 month old scion

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ I certainly appreciate your frustration. The tires on all makes and models are warranted by the tire manufacturer not the automobile manufacturer. You must pursue any tire warranty with the tire maufacturer. We would be happy to help you with the process. The process is frustrating and we are unable to guarantee a resolution as it is in the hands of the tire manufacturer. It is difficult as tires are a wear and tear item. We can take pictures and give candid insight as to the condition of the tires and send to the tire manufacturer. I know this is not the answer you want to hear however it is what we can do to help you. Final Consumer Response /* (3000, 7, 2013/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I pursued Mountain states toyota first for a resolution your staff told me the same thing you just did accept offered no help. I really feel like when you say bumper to bumper it means it all. If the tires are warrantied by the tire company that's fine but don't write me back after finally getting somewhere with BBB and tell me you want to assist me now when initially it was not even a thought in your staffs mind. You give a warranty to come the service provided every 5k miles to insure a good running vehicle but if i don't have tires i can't drive it, correct? I have done my own work and talked with Bridgestone who is going to work with me and of course told us this happens quit often and is a scam of the dealerships. With that said i still think you should stand behind your vehicle and pay the 12% that I have to now pay out of my pocket because the Tire company took responsibility and is paying 78% of the new cost of tires for me. My end is $250 if you would do your end of costumer service that you so willingly say is top notch and pay that so i can get new tires thru Bridgestone I would feel as though you owned up to your obligation and I would be proud to tell others just how great you treat your customers. I look forward to your response. ***** ****** Final Business Response /* (4000, 9, 2013/11/04) */ I am happy to hear Bridgestone stepped up and warranted the tires as they should. Obviously they have admitted there is an issue with the tires they manufactured. As a good will gesture I am happy to write a check for $250.00. I will need an invoice reflecting your out of pocket expense. You can fax the invoice to XXX XXX XXXX. Once I have the invoice I will remit a check to you for $250.00. I am sorry for your frustration. I look forward to receiving your faxed copy of the invoice.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The dealership has damaged my new vehicle more than once since I've purchased it. When I purchased my new vehicle it had a few scratches on it. Being that it was a brand new car i requested that the dealership fix the scratches. In the process they scratched my vehicle more. I took the car back to them to repair the new scratches and add the new features they promised me as compensation. When I picked up the car this time it had several new scratches and the paint had swirls all over the body. The paint is ruined. I now requested the car either be repainted, which will decrease the vehicle value, or give me a different vehicle. Both the GM *** ************** is unwilling to help me any further.

Desired Settlement: I want the dealership to replace my vehicle that they have damaged repeatedly.

Business Response: Initial Business Response /* (1000, 7, 2013/09/26) */ At the time of delivery it was noted to fix scratches under door handles. That is what is documented on the delivery checklist and I will provide. Note: **** was informed we may have a difficult time fixing these scratches due to the location of the scratches underneath the door handles. However we have done the following in an attempt to make **** happy after he has taken delivery and had ownership of the Scion: Unable to fix scratches completely as discussed and offered window tint and was accepted by ****. **** asks us to replace window frames and we agree to do so. **** asks us to remove tree sap and we agree to do so. We neglect to install window tint in a timely manner our MISTAKE. We offer **** installation of a free clear mask for his Scion and he accepts. We have done everything **** has asked us to complete without any questions. Finally, **** is happy as he states in his email dated 9/14/2013 after he picked up his Scion on 9/13/2013. He states, "everything looks perfect." ( I will provide email.) On 9/16/2013 **** sends an email "you have to repaint the entire car". We schedule appointment to look at the car with myself, our GSM *** ****** and **** and his co/signer.We look at the car and it is very dirty. I ask **** how often have you washed the car since you purchased it? **** states, "once". I go okay ****... really one time since August 10th? (he took delivery August 12th.) I told **** we are not going to repaint your car I will consider color sanding but we are not going to repaint this car. At that point his cosigner says directly to me " you are an *******" I look at **** and state you know what **** I was trying yet again to help and this is what I get? Forget it... I am not going to do any additional work to your car." I then looked at his cosigner and asked "What was it that you called me just to clarify?" the cosigner responded "you are an *******" That was very inappropiate. The scratches are a result of **** not washing the car and it was clearly evident when we looked over the car. I know the message that we are not repainting the car was not what either party wanted to hear. I understand. However we have went above and beyond for ****. Yet each time he leaves he is happy then a couple days later he has demanded more work to be done. Mountain States Toyota did not scratch this vehicle. We have only helped **** only to be told we scratched his car when he himself stated everything was perfect. I will provide all documentation via Fed-X to the BBB. Final Consumer Response /* (4200, 14, 2013/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Obviously *** ************** is a snake and a cheat. He obviously got to his position by stepping on innocent people like myself. I know for a fact I did not damage my own vehicle that I will be spending my hard earned money on. He saw that I am a young ******** male and he figured he could take advantage of me so he did so. If Toyota and scion and sonic automotive want a disgusting person to represent them then so be it. This establishment ruined my new car and obviously doesn't want to take blame. Plus I know for a fact I did not send and email saying that the car looks perfect. Mr. ****** told me it looks great and I never responded. I said in person that it looked good but that's only because under the bad lighting and the cloudy skies I was unable to see the damages. I made them aware of these as soon as I could which was only a day or two after I picked it up. I just don't understand why they would think I would damage my own vehicle. I don't appreciate that my intelligence was questioned on the damages from dirt. I am well aware of what dirt can do to a car and clearly the scratches are from someone leaning on my car while improperly buffing my vehicle. All points aside it's obviously my word against his. He is an old bitter white man with money and I am a young middle class ******** kid. Of coarse his word will trump mine. Clearly Scion, Toyota and Sonic automotive do not care about there customers. Mr. Binsbergen is a terrible person and I will make sure that others will know this. It is what it is. Final Business Response /* (4000, 12, 2013/10/04) */ The only person that is lying is Mr. ********* I provided documentation to the BBB that he doctored/altered an email chain. I think that is considered falsifying the facts. He stated in an email that "everything looks perfect" then omitted it from the next email stating he wanted his car painted. **** changes his position daily. We have documented his actions and the BBB currently has all documents that are not altered. We will not engage any longer with **** Talbaldo who has publicly slandered MST and myself. I think it is important to always share the whole story.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My vehicle purchase has been a very frustrating experience and is still not 100% resolved after month of complaints/requests for assistance. From the day of my purchase to today (nearly a month), this deal has been nothing but a hassle. First, there were a number of accessories I wanted to add on to the car I was told "they are not available; you would have to order them from Scion.com." Which, when I got home and checked, I found to be untrue. I called the dealer back and asked if I could come back and purchase them and re-do the loan paperwork to include the accessories I wanted. I was told that was impossible. I would of loved to be able to roll those accessories into the purchase of the car, yet I was not offered that option at all. Navigation was an addition I definitely wanted and that would be a deal breaker for me if it was not available. With the threat of not purchasing the car there, I was told THAT feature, was indeed INCLUDED in the price of the car. I asked the salesman 3 times to confirm this, and 3 times I got an emphatic "yes." When the paperwork came, I was charged $845 for the Navigation. I really liked the unit that was in the carand I wanted to keep it. I was told all I needed to do was bring the car back to turn on the navigation. That feature was important to me so I agreed to bring the car back. I didn't realize it would take 2 weeks to get me in. Then, once I took the car in, the WRONG part had been ordered. Then, I asked for the Labor Day no payments for 90 days on new Scion purchases promotion. No one in the entire dealership knew about this promo. I had to look it up on my phone to confirm that this was indeed available. When the paperwork came to sign, the payment was due in 45 days. I had to argue -yet again- a promotion that should of automatically happened and everyone should of known about (even finance) at the dealership. Next, I was told that the wheel covers came with the car. I picked out the wheel covers I wanted I was told "these are not available" and I would have to call and order them. Again, not the correct information. So, I went to Discount Tires and purchased wheels (but I would of liked the Scion logo on my wheels). Yesterday, I received a call from finance and was told I needed to come in to re-do paperwork because the "90 days no payment" was not valid on a 66 month loan. It seems since this was not MY mistake and we both signed loan paperwork, this is binding. But I am willing to work with the dealer since I originally agreed to 60 months and it somehow got changed on the final paperwork to 66 months. I understand that I should of caught that mistake on the paperwork, but I was exhausted with all the mistakes. I did notice that the VIN number was for a 2010 Camry, not a 2013 Scion xB, at which point they crossed out the VIN and hand wrote it on the paperwork. When I asked them to re-type the paperwork and verify the VIN, you would of thought I asked them to move the heavens when I requested that change be on my official loan papers. That is not, in my opinion, a big deal but they treated it as such. Next, I took the car in for the Navigation, clear coat, and window tint. I was charged $9.99 a day for a ***** rental car, but was told I would have a loaner . The navigation did not get installed because the correct parts were not ordered. But, the other disaster is there is a giant bubble in the window tint on both the passenger and driver side windows and in the clearcoat on the hood. I had to re-schedule another time to leave the car. Today, I have a random charge on my credit card for the rental car for "toll roads" of $8.20. I live nowhere near toll roads, did not drive on one, and had the rental car for 4 hours. I can't get anyone from Moutain States to return my call. I am sure this will not be my last complaint, but it doesn't seem to matter now because the dealership is ignoring all my calls.

Desired Settlement: I want the refund for the toll charge, the refund for the rental car, and their guarantee they will not randomly charge my credit card without my approval. I want the to lose their Scion certification.

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ This concern has been resolved 9/30/2013. I have spoken to ******* in person and we have resolved this issue. Final Consumer Response /* (2000, 7, 2013/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issues have been resolved and the clear coat and scratches replaced today. Thank you.

10/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 2008 Ford July 2nd 2013 and now I have $1000 in repairs. Toyota has basically offered to do minimal repairs at discounted cost. July 2nd 2013 I purchased a 2008 Ford truck from MST. The salesman was ***** * ********. The transaction was painless and***** was very professional. However, it has been brought to my attention that there are several repairs needed in order for the truck to pass emissions and work correctly. After about 2 weeks of owning the vehicle,I started to noticed the truck misfiring while in idel and the shifter doesn't always work. It has been a slight inconvience to continually try to put the vehicle in drive. In addition,I took the truck to Wyoming and within 1 hr of drive time, the check engine light came on. I then made an appt with MST to look over the vehicle. On the day of the appt they advised me to make another appt with Ford because they were not familar with doing repairs on Ford vehicles. Ford thoroughly inspected the truck and it was determined that the truck had incorrect spark plugs, which caused the #7 coil to melt. Also,they recommended that the whole shift assembly needed to be replaced. While, I completely understand that all vehicles need maintence and repairs, I am very displeased to know that withing 2 months of owning this vehicle it needs at least $1000 in repairs. I have discussed this issue with***** and I have implied that the warranty company refuses to cover said repairs. He basically ended the conversation with a "Good luck" from getting any help from the warranty company and did not acknowledge Toyota's responsibilty in any way. Again I reitterate, $1000 in repairs and we have yet to get the plates on the truck! It is my belief that customers buy new or newer vehicles to eliminate any vehicle repair headaches and worries. My family has delt with MST in the past, we are loyal customers and we fully put our trust into MST. There are several dealers out there but we chose MST because we TRUST that what they offer is legit and they have a good reputation. I didnt want to take the chance of using an unknown dealership to save a few $$. I ask MST what their reputation is now worth, what a loyal customer is worth, the cost of gaining a new customer, the cost of retaining a concerned customer? Respectfull, ****** *******

Desired Settlement: I would like MST to reimburse on all repairs done on the Ford and replace the shift assembly at no charge.

Business Response: Initial Business Response /* (1000, 8, 2013/09/26) */ I certainly can appreciate Mr. ******* frustration. I have reviewed the repair order and we did not replace any spark plugs. You have been a very good customer and I am happy to reimburse you $500.00. Please email or fax any invoices to me and I will make sure you receive a check for $500.00 immediately. I apologize for any of your frustrations and sincerely hope Mountain States Toyota will be your automotive store of choice in the future. Final Consumer Response /* (2000, 10, 2013/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of 10/10/2013 MST did exactly as they said they would do. My bill for the repair was actually $443, but they gave me a check for $500. I can't say enough how pleased this makes me. This tells me they appreciate my time, my business and they are a top notch dealership. Even though they did not replace the spark plugs, they held themselves accountable, which most companies do not do.***** (the sales manager) was very helpful, personable and informative. I will be back to purchase all my vehicles there and I will highly recommend them. Thank you, ****** *******

9/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The dealership has failed to provide the title for this used vehicle purchase. I purchased a 2011 Toyota Corolla on July 4, 2013 from Mountain States Toyota. The Stock number is *********. The sales rep was Will Plasket. I made a $2000 down payment and traded in my old car for $800. I have since made one $400 payment. On August 28, 2013 I went to the County to get my license plates and registration because the temporary tag will expire on September 2, 2013. The clerk at the Adams County Motor Vehicle Division told me that they couldn't give me the license and registration for two reasons; there is City tax due on the sale and the title was not signed by the previous owner. I told them that I do live in unincorporated Adams County and not within the boundaries of any municipality, which they checked and agreed with me. They said they could not even give me a new temporary tag until the day of expiration for my current temporary tag, which is September 2nd, Labor Day. They told me that the temporary tag should not have been issued for a holiday and because of that made an exception and gave me another temporary tag. My husband was very upset and worried that they may have sold us a stolen car. He called the dealership yesterday but only got voicemail. He became agitated and left 3 voicemails for different people at the dealership, and was probably not very nice. I left a calmer voicemail this morning for the title manager. My husband finally received a call back today but was not at home to receive it. The caller left a voicemail in which he mumbled his name - only *** Van (something) came through - and left a message that was threatening and blamed the County for the problem. He said the signature was not visible on the first copy of the title that they sent to the County so they sent another copy which was again rejected. The caller accused us of slander because my husband questioned if the car was stolen. I believe that they need to prove to us that the car is not stolen, not the other way around. State law requires them to produce the title within 60 days of the sale, which will be just 5 days from now. They have also failed to deliver an owner's manual, even though it has been promised numerous times.

Desired Settlement: I want Mountain States Toyota to take the car back, cancel all sales and loan agreements and refund the money I have spent so far. $2000 downpayment $800 trade in value $400 monthly payment $75 lost wages I had to take time off work to go to the County to get the registration. Mountain States Toyota knew at least 2 weeks ago, if not sooner, that there was a problem with the title and did not tell me. If I had known I would not have wasted my time going to the County to get the license and registration.

Business Response: Initial Business Response /* (1000, 5, 2013/08/30) */ I sympathize with Ms.******** frustration. However the truth is the county has errored not once but two times. The first time the county clerk did not see the two signatures on the title. Now the title was an out of state title but the clerk should have experience in this arena as it is their area of expertise. The title work was returned a second time because the county clerk thought city tax had to be collected up front. The county was again incorrect as the******** address in an unicorporated county. Two mistakes by the county have caused the frustration not Mountain States Toyota. We can help them walk through the process to get their plates if they would like as a courtesy. Returning the car is not an option. This is a local government problem not a Mountain States Toyota issue. However we will help as the county does in fact have the documentation needed and they have had since 7/30/2013. The county errored not Mountain States Toyota.

9/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: They sold us the remote car starter which never worked to this date and now car broke too for which no courtesy car was provided during repair They sold us the remote car starter which never worked to this date and now car broke too for which no courtesy car was provided during repair. Went to office for repair 3 times in 2 months and result same nothing works 1. First visit they said wrong wiring 2. second visit battery dead 3. third visit battery dead + some valet mode 4. fourth visit cannot do it any more

Desired Settlement: Refund the money given for remote starter and I dont want to work on that anymore , I am a doctor and cannot afford to spend any more time repairing faulty devices. If car is dead and we have not done anything against recommendation of company then we should get a courtesy car for the days you will be holding for repair . Or pay us the rental for the car

Business Response: Initial Business Response /* (1000, 5, 2013/08/21) */ I apologize for your trouble. We will refund all monies plus tax. We will have to pull the wiring components from the vehicle. We will provide you a vehicle to use at NO CHARGE during the time it takes to remove components. At this time we will also detail your vehicle at no charge. I am sorry you did not feel comfortable addressing me first with your issues. We are happy to resolve.


Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on Mountain States Toyota
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