Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22709865
  
  I am rejecting this response because there had been no heavy braking in the 700 miles i had driven the car since the repair.  This can be proven by my statefarm driving record (which monitors the car and if there is heavy braking, rapid exceleration, etc.) Heavy braking in that short time frame should not require brand new rotors to need to be turned.  The existing rotors had been driven on in excess of 60k miles with no issues. Palmers messed up. Period.   
  
  Sincerely,
  
  ***** *******cut the life of the new rotors by turning them so soon which clearly was caused by some other issue. Since 11/8 my brakes have continued to make noise and are not smooth. I never had any issues with my brakes prior to Palmers touching them. I asked to speak to the service manager on several occasions (*****). He returned my call and was quite rude that his workers dont cut corners. Clearly corners have been cut time and time again on a simple brake job. I will not return to Palmers for any reason. And will highly recommend others dont use them also. Very poor customer service. With the exception of ***** in the service department....I'm not sure who there knows how to do their job.

  

  Business Response

  Date: 12/20/2024

  We replaced the brakes and rotors as stated in the customer's communication to ******************** on 6/21/24.  When the customer returned on 9/9/24 we noted there were hot spots on the rotors that are caused by heavy braking.  At the time Ms ******* returned, we machined the rotors, sanded the pads, and applied grease and anti-squeal to the pads.  ************ was performed at no charge although it was the result of customer heavy braking.  There are no other issues with the brakes after the last complimentary repair to reduce any squeal.  

  

  Business Response

  Date: 12/20/2024

  We performed the work agreed upon and the brakes are functioning properly.  We would not be able to offer anything in addition to the previous goodwill repairs.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22709865
  
  I will soon be having the brakes repaired by another shop and will furnish the documents proving those repairs were needed.  Brakes are still giving me issues.  There is zero reasons I would be hearing any noise from brakes that have been completely replace in the last 6 months.  I am the same person who has been driving this car since it was purchased from Palmers in 2022.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21980970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/15/2024

  ****************** has been into our dealership on one visit regarding the issues with his 24 Tundra.  We could not duplicate the issue that he is having with the vehicle.  His case has been elevated to Toyota Technical Support to investigate his complaint.  We will assist in any way possible with guidance from Toyota Technical Support.  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21980970
  
  I am rejecting this response because: I have been at the dealer numerous times for the issues with no repair or replacement.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/16/2024

  We do not have a remedy at the dealer level for this concern.  We have submitted the video to Toyota that was provided to us today.  The video shows normal operation for the Tundra.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21685605
  
  I am rejecting this response because: i am no t satisfied and no one call me back and there no check 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/10/2024

  We are sorry to hear that ************************ was involved in an accident.  We did agree to repair scratches on the vehicle at the time of sale.  We have $150.00 allocated to cover those repairs if he would like to have a check mailed to him at this time.  At the time of purchase the retail value of the vehicle did not seem to require the *** insurance.  Used car values are subject to change periodically with the market.  

  

  Business Response

  Date: 05/13/2024

  We have processed the refund for $150.00.  Regarding the insurance claim, I would recommend that ************************ approach his insurance company for a re-evaluation.  At the time of purchase he should not have needed GAP with the $3000.00 down payment.  I would be glad to assist in any way possible with that claim valuation.  

  

  Business Response

  Date: 05/20/2024

  The check is being processed and ************************ should receive it this week.

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21685605
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 05/13/2024

  no  i do not agree with the dealership they sure have offered or told me about gap insurance because how am i post ask on gap insurance if i do not know about gap insurance 

  and now i can not go buy aotheer car because with buy this one offcie and every time i can up to deal in feel they are just ignore me everyone is busy and call you back but one call

  i am look lawyer to  see what i can do  i am stuck pay for car i do not have  because i never about gap insurance. and caught they in a lie **** told me the offer me gap incurancr 

  but now then are say see a reson to offer it to me  ( At the time of purchase the retail value of the vehicle did not seem to require the *** insurance ) is was you sent me 

  i am wait for state to get back with me. 

  Customer Answer

  Date: 05/13/2024

  they can  send 150 doller  but what abot  not  offer me gap insurance  ?

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21685605
  
  I am rejecting this response because: if i did not need gap insurance they why am i still walking and have to paid for a car that i do not have and why did **** say that you offer it to when you did not and if when to help why is everyone not returning my calls and when i call everyoone in sale floor and finsanciing keep give brush off and when i try to get other car they yes can help then was with 1000. down we can get something done and have 20 call up there they say i need soccial security card they did not to have one for first loan and then they say i need 6000 down 

  if you would offer gap insurance i would ok if you want to help then get finsance with a reasonable down payment under 2500 

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/31/2024

  We have refunded the unfinished repairs as of May 20th.  I have nothing further to offer regarding this complaint.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was deliberately cheated by two employees in car sales and finance when I inquired and purchased a 2022 Toyota Corolla on November 9,2022 The sales person was a ************** at the register and the man in finance is known to me as whatever way he signed his name. This man also added over 4000 dollars more to the amount by adding every maintenance on the book that I did not need! The car already came with 3 year maintenance. He totally ignored the fact that I am an army veteran! As a result, I am paying finance on an additional $4100 because the Toyota finance company refuses to do the math.

  

  Business Response

  Date: 03/26/2024

  At the time of ********************** purchase, she was offered the option to buy additional products that have tremendous value.  She elected to purchase the 10 year/120,000 mile extended service contract, the 7 year/ 100,000 mile maintenance contract, and the *** coverage if there was a total loss.  These products are added to the loan at the time of sale and included in the payment.  ***************** elected to cancel all of these coverages 5 days after the sale.  They were cancelled and a refund of 100% was issued to her finance company and applied to the principal loan balance.  The payment does not change if these products are cancelled but the loan will be paid off at a sooner date due to these refunds.  I would be glad to discuss further if ***************** would like to reach out to me at *****************.  

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20096869
  
  I am rejecting this response because:
  No one rides in my passenger seat, that vent is closed so my dogs in the backseat and more air will come out their vents. That's how I am 100% sure this vent didn't whistle prior to be dropping the truck off to them for this recall. That is the silliest answer ever. That is not a solution. I should have the choice of having that vent open or closed!!
  Sincerely,
  
  ***********************loud, whistling noise is now coming from the passenger side air vents. The recall just happen to be the passenger side airbag they take it back to service say oh theres probably just a leaf in the blower motor bring it back to me. Make sure they tell me how dirty it was what they just blowed out of there am I turn my vehicle on its still whistling, the service manager, *************** says well open the vent over there and it wont make that noise I said service manager, ************ dont ever had that vent opened because if I rides in my passenger seat and if I close that then that means more air will push through the vents that I need.. he then tells me that its a complete coincidence that this whistling noise is now coming from the passenger side air vent that they didnt touch that area now the airbag goes right on top of it now OK he tells me dont take my vehicle back there and Ill let me know whats wrong with it now I just got a piece of paper on all suggestions that they suggested that I had done and none of them had any suggestions on my AC getting repaired. And then service manager ***** says Im not fixing your vehicle for free. I mightve got a little upset then because I didnt ask to go to Toyota dealership I was told by my insurance company until your airbag is fixed youre putting yourself your spouse, your child, your best friend, or whoever is in your vehicle in danger every time you drive, because this isnt just a recall as a public safety crisis, did you know 42 million vehicles from 19 auto makers had potentially dangerous airbag inflators that could explode when the airbags deploy spray in short metal fragments inside the cabin. This is the largest recall and automotive history. Its possible that you are someone you may know, is driving an effective vehicle, which I was , it is important that you had this defect repaired immediately Siri call repair is free and easy and there is no hidden terms or obligations but now I am obligated as ***** told me I could bring my vehicle back to him at a later date because I had plans so now I am obligated to go find out what they did to my vehicle I told ***** Im calling Toyota customer service. Have a great day and I leave the service area. I pull around to the sales area and get out of my truck because I cant talk to anybody because of this loud, whistling noise thats coming out of my air vent, and I called Toyota service or Toyota one 800 number Was I boisterous probably was a threatening no and I hope that phone call ****** was recorded because that lady she was, I mean I dont know if she was laughing with me or at me or just because I was ridiculous but I wasnt leaving. I returned her vehicle the way they asked me to they return my vehicle , not in the same condition as I left it with them Im out on the phone in the parking lot by the sales department on purpose because I want people to know the customer service that Im getting from ******************************************************************** Im just talking on the phone and a gentleman comes out and he says maam Im gonna have to ask you to leave the property never told me who it was nothing of that nature and I said or what I said are you calling the sheriffs department, maam I didnt say that but youre no longer welcome on our property so now I have a whistling vehicle at Toyota dealership thats kicking me off their property and not going to fix what they mess up so I wait I wait for the Mobile county sheriffs department And the whole time I way I have ******** live on Im recording all ***************************************************** I put the phone office speakerphone. I need to use the restroom. I go open the door to the dealership gotta go in and I need met by this man again And I said now use your right and I was polite. May I use your restroom? He said across the street at Crystals maam Ive already asked to leave. Ive already called the sheriffs department and no you cannot use our restroom. You could use it across the highway a ****** ******* at crystals may I mention Im also 100% service connected disabled veteran that suffers from PTSD , they are aware of this I would have to look at my ******** live video and the Mobile county sheriffs department did show up three of them and told me that I was a welcome on their part on Toyotas property that they wanted me to leave they were all veterans also And they were just trying to coax me on not getting in trouble. I respect law-enforcement theyre doing their job I obliged I got in my truck and I left with a truck that still whistling, and no answer to who or what or when is going to repair it right now its on me , I didnt asked to go to Toyota Toyota notified me and told me I needed to drive an hour to them or I think the recall says if you dont feel safe to drive your vehicle theyll come get it for you I mean dedication. This must be some pretty serious stuff and this is why I scheduled my the appointment , so now I have a brand new airbag and whistling **** and palmers Toyota. They lack integrity. They had a customer for life Im not obligated to go anywhere and when Im treated respectfully and treated accordingly and not treated as if Im alone and thats the thing Im alone they should be embarrassed of themselves , I have now posted on every ** yeah ******** pages American Legion, VFWs womens that groups mens that groups all the veteran groups that I am a part of and posted my ******** live video. I want my truck fixed. I dont want it to whistle anymore I dont want to have to drive an hour to take it to them because it says no obligations. I had to pay the gas to get there. I didnt have the gas to get home. I had to put gas in the rental car , but these people didnt have to do anything but s**** my stuff up

  

  Business Response

  Date: 05/25/2023

  We have performed the repairs to the airbag as Toyota has instructed us to do for **************  The airbag is in a contained compartment on top of the dash above the glove box.  There is nothing in the air condition vent that is touched while performing this repair.  We did look at the blower box and removed some leaves as a goodwill gesture for **************  We offered to look at the whistle noise further but advised the customer there would be a charge.  We have advised ************* to leave the vent open to avoid the noise at this time. 

  

  Business Response

  Date: 05/30/2023

  I have received previous notification that this was closed.  We have offered to look at the issue for ************** but there will be billable time for any repairs.

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19941977
  
  I am rejecting this response because:

  We have been very patient in dealing with this matter since Dec 2020. We were assured it would get done. Then Dec 2022, that changed. I understand there are a lot of them to repaint and you can only do so many at a time but don't promise something and then fail to deliver. At this point I feel like ****** Toyota should be advocating for ** with whoever this issue needs to be taken up with. I've contacted Toyota ************* once again, and once again they say they'll have to contact ****** Toyota. I've gone round and round with ****** and Toyota ************* about this issue and it seems that nobody really cares to help resolve the issue - I just keep being sent from ****** to Toyota *************. I understand where ****** is coming from (really!) but from a customer standpoint, this whole situation is unacceptable all the way around.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/17/2023

  We sincerely apologize for the inconvenience regarding the paint recall.  Our company was tasked with attempting to handle every vehicle under this recall.  We do not have the capacity to handle every customer that received the recall notice from Toyota.  We have made every attempt to repair as many as possible on a first come first served basis.  Unfortunately, it is Toyota Motor Sale's decision on the time frame that this recall is effective.  I can only advise ************ to contact Toyota again.  

  

  Business Response

  Date: 04/20/2023

  Again, we apologize but we have to defer to Toyota on Warranty matters.  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19941977
  
  I am rejecting this response because it's unacceptable. This issue needs to be resolved, as promised years ago, one way or another.
  
  Sincerely,
  
  *******************