ComplaintsforGroove Toyota

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Groove Toyota on 2/26/24 and returned it within the allowable period on 3/1/24. The vehicle I was sold was evaluated by an independent mechanic and I was *********** had serious transmission issues that likely would result in a transmission replacement. The dealership refused to return the full restocking fee to me so we settled on a $200 partial restocking fee.The manager I spoke with on 3/1/24 at the time of the return said I should receive my refund within a week or to contact them. When I reached out because I had not received the refund, they said it could take up to 2 weeks. I still have not received the refund and have not been able to get in contact with the finance manager. I have requested a tracking number and carrier information for the refund check without any response. Stock number is GTI168760A.I respectfully request further information be given, and a full refund including the full restocking fee be returned to me this week as the dealership sold me a faulty vehicle.

  Customer response

  03/19/2024

  Hello, this complaint has been resolved as a result of threatening to file a complaint with the BBB. 

  

  Business response

  03/20/2024

  In the *****************, there is no cooling off period when a customer buys a car.  ********************** has a return policy of 4 days or 200 miles in order to provide the best customer experience.  We never want our customers to have buyer's remorse and be stuck in a vehicle they don't want. ******************* purchased a car from Groove and brought it back after 5 days.  We still allowed her to return the vehicle, even though she was outside the 4 day policy.  With that policy, there is a $499 restocking fee.  **** refused to pay the $499, so we agreed to reduce it to $200.  The check for the agreed upon amount has been delivered to ****'s address and we will send proof of delivery to her email.  Since we are now being informed that the $200 restocking fee is no longer acceptable, we will also refund that additional amount.

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the dealership did not take ownership in their response for the fact the check was delayed beyond the period they quoted me two times, and that their finance manager refused to call me back on several occasions that I requested additional information. I am satisfied with the resolution but disagree with their lack of accountability in the response.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased vehicle march 2023, still unable to obtain title, dealership not compliant, refuses to tell truth, I have an investegator through the state, this is taking too long to investigate. My purchase was for a certified pre-owned vehicle with clean title and emissions. Emissions test not done, title not able to get, vehicle is unsafe, broke down. Since Groove toyota can not supply the title, I demand full refund of purchase plus, an repairs & upgrades I purchased. I am on the bus, and it is getting close to winter. I am a huge fall risk ( disabled veteran, spinal and hip inguries )and already fell a couple of times, so I need a vehicle. Not asking for a free handout just need an honest deal.

  

  Business response

  10/20/2023

  We spoke to this customer on 10/19/23 and explained the steps we have been taking to obtain a title for the customer and will have a more definite ETA in one week. We also asked for additional information on the money that the customer put into repairs/upgrades. When we receive that information, we will reach out to offer a solution to the customer and ensure that the customer is satisfied.

  Customer response

  10/20/2023

   
  Complaint: 20759631
  
  I am rejecting this response because: ***************************** said he would sent me an e-mail to supply expenses etc and never did.  I told him that an extra week is unacceptable, sold me a vehicle no clean title and no emissions.  The vehicle is a legal liability, unsafe. They had since March 2023 to get this in order, it is now October.  Per law the title is due from 30 days of purchase. Contract void. 
  
  Sincerely,
  
  ************************************

  

  Business response

  11/10/2023

  We have attempted to reach the customer to resolve the issue.  We sent an email to the customer at the email address provided and left voicemails to confirm receipt of the email.  We just need confirmation of what the customer needs to consider the matter settled and  we will work out payment details.  We are requesting that the customer respond to our voicemails and/or email.  

  Customer response

  11/10/2023

   
  Complaint: 20759631
  
  I am rejecting this response because: I received the 2 messages from the dealership still no title.  I work crazy hours and am working on obtaining receipts for rep[pairs-upgrades to the vehicle.  Conveniently the dealer ship calls when I am unable to answer my phone. My tags are expired out of DOT regulations, in violation of lease through management company.  The want to wine about me not calling them back. It I November 23, purchased in March 23 .  Sounds like they are desperate.   I am in legal dispair,  REJECT REJECT .   Demand the owner of the dealership to call me ************. 
  
  Sincerely,
  
  ************************************

  

  Business response

  11/29/2023

  We reached out to the customer and offered to either refund her money or repair the vehicle.  She opted for the repair, so we towed the vehicle back to Groove.  After replacing the battery, replacing the water pump, drive belt, belt tensioner and radiator cap the vehicle is *************.  We reached out to the customer and let her know that we received the duplicate title and sent the paperwork to the dmv on 11/17.  She can pick up her jeep any time she'd like.  We will store the vehicle at Groove if the customer prefers to wait until the title work is processed at the dmv.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 3rd 2023 we purchased a 2020 Toyota ****** from Groove paying cash. We were given a tempary plate saying it might take longer than the date ****** on the tag. It did take longer and we the reveived a second temp plate that expires 8/16/2023..I've made several calls/emails to the dealership with no response. We are running out of time to get plates due to not having a grace ****** after the expiration. I do not know what else to do. Can you help?

  Customer response

  08/11/2023

  After saying I went to the BBB I receiver a call and the matter has been 5aken care of.

   

  Thank you for your help

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was quoted for services on my vehicle at $312. When I arrived at the shop the services and price were confirmed. After the services were performed and it was time to check out, they informed me the price had increased to $380 (not including taxes). Even though I only had routine maintenance performed, I was informed that parts and labor were a little higher than anticipated and they had to add some other fees for oil disposal that was not included in the price of the oil change - even though it is a standard part of every oil change and included in the quote in every other shop. Their failure to be transparent and pull in customers with less than honest pricing is unethical to say the least.

  

  Business response

  06/14/2023

  Based of ****************** complaint it seems we did not advise on the shop supplies and disposal fee that is associated with every repair order that includes a part and labor charge.  This a standard fee across the industry, however based on the complaint of not clearly communicating to our guest of this fee we will be reimbursing the $38.52.

   

  regards

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While the shop did not acknowledge that even without the shop supplies and disposal fees they also overcharged for the base service compared to what was quoted, Im willing to accept their response to be completely done with my interactions with them and work on finding a new shop to get my vehicle serviced at in the future.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 5/10/23, signed all the paperwork and am financing the car through an out of state credit union. The dealership refused to accept a sight draft, they agreed to sign a guarentee of lien for my credit union to be able to send them a check. My credit union sent the guarantee of lien that evening to be signed and notarized. At this point we have given them $1000 down-payment as well as all our information and necessary documents. On friday, 5/12/23 I recieved notification from my credit union that they had not recieved anything from the dealership. My credit union has called, emailed and left multiple messages with no response from groove toyota. When I confronted the dealership about this they said one person that is a notary in the title office had been out. I was shown her employee email to the company as "proof," dated a day after we signed the papers, and her asking off May 17th through a later date. Asked why it said this week, and was told, "It's a typo man." At one point, I was even asked, "Do you know how many cars we sell?"Was also told that they don't use mobile notary services.This is still unresolved as of 5/15/23. I still do not have the vehicle in my possession.

  

  Business response

  05/16/2023

  We have been in contact with the customer to update them on the status of their loan.  We received the requested documents from the customer's credit union and notarized the signatures before sending it back to the lienholder.  They required an updated buyers order and we sent it on 5/16.  At this point, we are waiting for a tracking number from the lienholder to prove that we will be paid for the vehicle.  Once we receive that information from the lienholder, we will be able to deliver the vehicle to the customer.  We have arranged to take the vehicle to the customer and also agreed to give 5 years of windshield coverage and 5 years of dent/ding coverage to the customer, free of charge. The customer agreed that this solution is acceptable.  We will stay in contact with the customer until the issue is resolved and the vehicle is delivered.

  Customer response

  05/16/2023

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Put a $1,000 deposit down on a minivan back in August of 2022. Signed an agreement that it was non refundable , but it would expire after 3 months. We no longer want the car and requested to get our money back. They refused.

  

  Business response

  04/12/2023

  ***,

   

  I am very sorry for your issue. We will absolutely refund your deposit. You can request that at any time after the initial 8 week waiting period. I will get this processed today. I am so sorry that someone told you that you could not have that deposit back.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  2/16/23 Dealership accepted my deposit for a truck. Had me sign paperwork and provide a copy of drivers license and proof of insurance.2 hours later they sold the vehicle to another customer. Id been in talks w/dealership for three business days and as soon as they asked for a deposit it was sent. These guys are devious and based on their online reviews this is not an isolated event.

  

  Business response

  02/18/2023

  This was an unfortunate event where two customers were working to purchase this vehicle simultaneously. Two different sales people and desk managers were working the deals along with other deals on the truck as it had a great deal of interest. As the deposit was being submitted to process, it came to light that a customer in the showroom had already agreed to terms and was being signed in to the finance department. The sequence of events broke down in a way that the showroom customer's paperwork was submitted to our desk managers first and that was the deal that went through. The opposite would have been true if timing were different. We spoke to the complainant in an effort to apologize for the circumstances, and he was understandably upset. The truck had sold and we were left with little recourse since it was a unique piece of inventory. The deposit was never run and the customer was never charged. We regret the disappointment caused by the incident, and we strive to avoid this through communication with interested parties. In this case, our sales person was unaware of the second deal until the deposit paperwork had been received and submitted to process. We are truly sorry for the issue, and will strive to avoid situations like this in the future. 

  Customer response

  02/22/2023

  Please remove complaint.

   

   

• Initial Complaint

  02/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/12/2022 Paid $1000 deposit for a new vehicle, contracted delivery between 12/16 and 12/30. Dealer promised they would refund if not delivered by end of year. Changed when we tried to cancel reservation on 12/30. On 12/31 we contacted the credit card to reverse the charges. The dealer disputed and charges were restored on 2/11. More details in our review below:Run away from this dealer! ********************* word means nothing. When we put a deposit on a Camry, he repeatedly committed to delivery by the end of year. We asked what happened if they couldn't deliver by end of year? **** responded "Oh don't worry. I PROMISE we'll refund your deposit." Called on 12/27 and again on 12/30, no car. I requested we cancel the reservation and his tone drastically changed, Jeckyll-and-Hyde-style and he became threatening. Told me "his manager" won't refund it and he wasn't sure he could even cancel the reservation. We would have waited if we had any faith or trust left in this dealer, but ********************* behavior frankly offended my wife. We will be reporting this dealer and this "salesman" specifically to the ********************* BTW, the dealer where we ended up purchasing hadn't heard of any reputable dealer using non-refundable deposits, and clearly had refundability in their reservation agreement.

  

  Business response

  02/13/2023

  Don,

  This issue is due to a clerical error. The refund was authorized in January, and never processed. We have processed the refund as of today, and I personally apologize for the oversight. Our reputation is one of our most precious assets. Please forgive our mistake, and the frustration that it surely caused.

   

  Thank you,

  *******************;

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car for oil change. I have a interlock in my car and told them about it. They kept the car running and got me an interlock violation. They didnt admit that was their fault and wouldnt reimburse me for violation nor oil change. The manager is dumb and doesnt know anything about good customer service. I would never go back to this establishment. I wouldnt recommend anybody to go there.

  

  Business response

  02/10/2023

  Looking at the notes on the invoice from the date of service, there is a note stating the vehicle is equipped with an interlock device. Without being familiar with this type of interlock device, we let the vehicle idle while waiting for service. This idle period caused the interlock device to go off, causing a penalty to be served. We apologize for the inconvenience this may have caused and would like to offer *********************** a full refund for the service.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from them within an hour the check engine light came on I called them the very next morning they told me bring it in we'll fix it I brought it in they held it for 2 days and didn't fix a thing they said they did they sold me a car that has electric problems that will cost more than the car's Worth to fix the mechanic and the service guy told me that all these things were done to it when no they weren't cuz I took it to another mechanic and he proved them wrong. Which means they have to be lying on the Carfax information

  

  Business response

  01/09/2023

  We offered this customer a full refund plus 2 days of car rental while he obtains a replacement vehicle.  We took the vehicle back and waived any restocking fees. 

  Customer response

  01/11/2023

   
  Complaint: 18696521
  
  I am rejecting this response because:
  
  They reimbursed me for the purchase of the vehicle and have not paid me back for the rental or the mechanic they've done nothing but lie to me throughout this whole process
  

  
  

   

  Customer response

  01/12/2023

  The $5,000 check they gave me bounced and they told me they were putting the other $3,500 back on the card and they still haven't done that yet either I am now two weeks without working because of these people could somebody please call me at ************ they are blatantly breaking the law here and ruining my life while they do it

  

  Business response

  01/23/2023

  We reached out to the customer to explain the status of his refund.  On 12/27/22 we refunded the requested $3500 back onto his credit card.  We are currently looking into the status of the $5000 owed and will have an answer by 1/24/23.  We left a message with the customer explaining the actions we are taking to remedy the situation and will stay in contact.

*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. ↩