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:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******** **, ****, I purchased a **** Toyota ****** *** *** Double Cab from LaGrange Toyota. The dealership advertised the vehicle as “Toyota **** *********”, but when finalizing the sale, they refused to honor the certification and instead tried to sell me a separate warranty.
  
  After the purchase, I contacted Toyota ********* (Case #************), and they confirmed that the vehicle should have been **** *********, meaning the dealership misrepresented the vehicle’s status. By refusing to honor the certification, I was denied the warranty and benefits that were supposed to be included. Toyota **** ********* vehicles are typically worth $2,000 - $3,500 more due to these benefits.
  
  Attempts to Resolve:
  • I contacted Toyota *********, but no resolution has been offered yet.
  • I spoke with the dealership, but they refused to honor the certification.
  • I filed a complaint with the ******* ******** ********* ******** ********** ******** for false advertising.
  
  Requested Resolution:
  1. Honor the Toyota **** ********* warranty and benefits as originally advertised.
  2. Provide financial compensation for the lost certification value.
  3. Ensure this dealership is held accountable for misleading consumers.
  
  I have proof of the dealership’s advertisement and request BBB’s assistance in resolving this issue.

  Business Response

  Date: 03/07/2025

  After reviewing the complaint, we are honoring the Toyota **** Certification for the customer. He is coming by to sign and receive the warranty contract from us.

  Customer Answer

  Date: 03/17/2025

  
  
  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

  Date:05/10/2023

  Type:Delivery 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.

  Feel very misled as to how long shipping would take to receive a new Tacoma. Was told the estimated shipping time was 7 days. I understand the Toyota shipping dock is erratic, but these folks do this for a living. I believe they knew it was going to take more than 7 days from the beginning and just told me that to get me to sign over my deposit. 14+ days later and the vehicle still has not arrived, with the only explanations being a delay at the dock and the truck driver has multiple stops and Lagrange Toyota might not have been the first stop. I asked for a refund of my deposit but was told it was out of the question because it was going to cost Lagrange Toyota money if i didn’t buy the vehicle.

  Business Response

  Date: 05/10/2023

  Toyota charges back 2-for-1 vehicles on future allocations in the instance that a presold vehicle gets sold to someone other than the customer we've reported the vehicle sold to. From Toyota's perspective, the dealer is trying to get an unfair advantage on getting more vehicle allocated to them by faking sales reports. On the amount of time to delivery, ETAs are provided by Toyota, but change according to shipping constraints and delays from Toyota. This should have been communicated clearly by the salesperson, and we do apologize about the delay. We have a confirmation that the Tacoma has left the port of Jacksonville this morning and is scheduled to be delivered to us either late today or early tomorrow.

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My issues was not with the delay, my issue was with how the delay was communicated to me. I don't blame the salesperson, he explained the 2 for 1 process very clearly to me and I enjoyed my experience with him. What I did have an issue with was the multiple times I was told by the Senior Sales Manager that the vehicle in question was on the delivery truck and en route. That clearly was not the case considering General Manger confirmed to me the vehicle in question was loaded on the delivery truck and on its way multiple days after the previous "delivery date." I feel as though the only concern the managers of Toyota of Lagrange have is getting the $1000 deposit while not providing an accurate timeline as to when a customers vehicle may be delivered. It felt very predatory to try and communicate the management and I regret ever trusting them with my business.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 05/13/2023

  first and foremost, we have been a staple Family owned business in our community for over 45 years, i do understand Mr ******* frustrations as we  have been frustrated many times over the last 2 years ourselves, mostly because of the logistics of not only our product but that of every product in the world! we work diligently every single day with the manufacturer of this product, "Toyota" to get it here as quickly and efficiently as humanly possible with with minimal errors,we explained to Mr ******* that they process between 25k-30000 plus vehicles per month at the port in florida that all of our vehicles come from,and with that comes many obstacles that they battle daily in there quest to take care of everyone that trusted them with there product. we wish we had more control over deliveries from them but unfortunately the logistics part of the transaction is 100% out of our control, we have found that in last 24 mths that being honest with the consumer and letting them know when something changes both "Good and Bad changes"  on the logistics/Delivery side  of it was the best way to keep them in the loop, and i would say that roughly more then 90% of our clients have appreciated and loved that aspect of our ordering and logistics process,we strive to get every clients vehicle delivered as accurately as humanly possible in regards to dates given to us by Toyota, with that being said its not always great news, and unfortunately several times in the past 2 years we have run into shipping issues that stem from many things and that have hindered the vehicles from being delivered on not only the original date it was expected but some have shifted several weeks and even months sometimes depending on the situation, we dearly wish that wasnt the case!! In regards to the non refundable deposits on our New vehicles, i can assure you we would much rather have the vehicles to sell on our lot then a 1000.00 deposit,the new vehicles are quite honestly the staple of our business, and  we simply cannot afford to lose future incoming vehicles that nearly 100 of our employees count on us to have to sell to take care of there families as they come into work hard everyday to take care of clients such as Mr ******* and his family. We truly appreciate Mr ******* as well as every other guest that comes into our facility everyday, we truly do strive  for excellence in regards to taking care of every client that we see everyday. we apologize for the delays on Mr ******* truck and if we couldve altered it in any way at all we wouldve! He has since taken Delivery of the truck that he ordered and since we are his closest toyota franchise we hope he will come in and service it here, hopefully with a little luck and forgiveness we can turn his angst into a flourishing automotive related relationship for years to come. we truly appreciate Mr ******* and his family coming in and buying his truck and we look forward to taking care of them for years to come! 

   

  kindest Regards, 

  his Entire Lagrange Toyota Family

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is a shame that such a long standing family owned business has depreciated to such an untrustworthy establishment. I am sorry that your management team allowed the degradation of your reputation. The statement "we explained to Mr ******* that they process between 25k-30000 plus vehicles per month at the port in florida that all of our vehicles come from,and with that comes many obstacles that they battle daily in there quest to take care of everyone that trusted them with there product" is untrue. That information was never clearly communicated to me, not that it matters, but it does go to show just how willing Toyota of Lagrange is willing to lie to try and preserve what little reputation they have left. As far as the delivery of the vehicle goes, I felt forced to continue with the purchase or else lose $1000, which I was perfectly willing to do until my wife convinced me other wise so you should really be thanking her instead of me. I would love to take my business elsewhere, but due to the fine print, I will have my vehicle serviced at Toyota of Lagrange so i can receive my $550 credit for tires. other than that I can assure I wont use Toyota of Lagrange for anything and I will make sure people understand the truth about the way Toyota of Lagrange is currently being operated. If you consider that angst then so be it, but i consider it a lack of trust and sense of responsibility to protect my community from predatory car dealerships. thank you for your time.

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