Complaints

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

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  Autonation Toyota Thornton Road

  1000 Blairs Bridge Rd Lithia Springs, GA 30122

• 

  Autonation Toyota Thornton Road

  PO Box 869 Lithia Springs, GA 30122-0869

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:04/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 have been calling the financial office for over a month leaving messages and havent received a call back. Im in need of a copy of my purchase contract.

• Initial Complaint

  Date:09/25/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on September ****** Ive been calling since the week after trying to purchase an extended warranty and they agreed I could, but Ive been getting the run around ever since. Not returning my calls, Ive spoke with the manager, Ive sent emails and they continue to tell me they are going to send a warranty package over and I havent received it yet. Im starting to believe something is wrong with the vehicle the reason they wont extend the warranty.

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased a used car from this business on 7/26/24. It was a cash purchase. Six weeks later we called to see where the title and tag were. We were told that the previous owner had a balance on his loan and they dont actually have the title. So we dont own the car. Can you help?

• Initial Complaint

  Date:07/30/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 may 9th 2024 I agreed to buy a 21 mustang gt premium from autonation toyota of Thornton rd if they would fix the paint damage on the car. They also took my trade in which was valued higher than the car I was buying. 3 months later they have yet to fix the damage like agreed upon and I found out they never sent the check to my bank so the truck would be paid off. My loan application has now expired and they have sold my truck without the title to someone else. I've reached out multiple times and each time they say someone will call me and nothing happens.

• Initial Complaint

  Date:02/25/2024

  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.

  the driver's seat of my Toyota Corolla Cross ******************************************************************************* June 2023, I have visited the workshop about 10 times and they have not been able to fix it, they put a s**** like someone who repairs a drywall, and they also blame Toyota for having problems with new models always.

  Business Response

  Date: 02/26/2024

  I will look into matter. But this customer bought a new car, and if they are not happy with the design, reaching out to put in a complaint with Toyota is the process. Then Toyota will send out a tech to see if they can fix or resolve the issue.

• Initial Complaint

  Date:01/21/2024

  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.

  In buying a car at AutoNation Toyota, I negotiated a trade-in value of $27,000. Unknowing to me, the dealer combined this with the **** tax savings so reduced the actual trade-in to $25,300 saying the tax savings of $1,771 plus $25,300 equals to the trade-in value. My calculations indicate this has cost me a total of $1,819. I believe this to be deceptive at best and criminal at worst. I have attached a PDF showing their calculation and my analysis indicating how I arrived at my conclusion.

  Business Response

  Date: 01/29/2024

  Transparency and integrity is one of Autonation's virtues. We have the customer sign the first sales menu, that clearly states the actual value the customer is getting for their trade-in, and in a separate line it shows the amount of tax savings the customer would acquire, it does not combine the trade value and tax savings like this customer is suggesting. Then the customer signs 4 more documents that have the actual trade value. Under no circumstance, on any of our contracts, does the trade value show a number that includes tax savings, making the actual trade value seem higher. There is simply now way the customer could have confused this, and by the way, that document the customer included on this complaint, is a spread sheet that the customer created. That is not part of our documents.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21177334
  
  I am rejecting this response because the process the dealer uses to determine the actual trade-in value is deceptive. Yes, they show what they did during the sales process. And, trust me, I questioned this many times and they just kept saying the same thing over and over, which is why I am complaining. Also, my spreadsheet clearly shows the negative cost impact to me by comparing the dealer reduction in the trade-in, which fully and accurately represents the dealer numbers, with my analysis of not reducing the agreed trade-in value. Feel free to let me know if I have anything incorrect!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/06/2024

  The customer is more than welcome to come in and let me show him the 6 different documents he signed with the trade amount clearly on all of them with the exact same amount. The first document he signed which is the one where we increased the amount for the trade to make him happy states it in an itemized number breakdown on the left side, and the right side of the document is dedicated to clearly showing the year, make, model of the trade, and the trade in value, there is nothing else on that side of the paper. **** to mention this was a cash deal, you subtract trade in from sale price and and add your taxes and fees and that's your totaI. I have been with the company 15 years and never had 1 customer not realize the amount they were getting for their trade. I wish BBB could see the documents and you would understand how transparent we are with how we do business. I am sorry that he feels like we are not, but I cannot justify his claims.

• Initial Complaint

  Date:11/30/2023

  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.

  When I first bought the car on August 18th 2023 it had a loud noise when you turned to AC on it also had some dents where they said that they would take care of.when you step on the gas it was dragging. They said to bring it back I did 12 days later. Returned from out of town on the 30th and gave them the car back. They put me in a rental on August 30th and because I had to go out of town on September 5th they changed out that rental because the **** was not ready I had that until the 27th of September the 4th was not ready and I didn't get the **** until November 1st you can see on November 3rd I took it back because of still the same problems it takes a minute for it to catch and it needed a wheel alignment they said they fixed both I drove the car to South ******** and the transmission went out. I am back in ******* and the car is still sitting in South ******** which I gave ******** the bank the address to get the car and now they're just s******* up my credit and they kept $800 of my deposit. All I'm asking is that they get their car and take this off my credit because I feel it was a bad deal they talk to me very disrespectful at the Toyota *************************** who is the supervisor of sales was very nasty the salesman I spoke to him on August 18th we text two weeks he sent me pictures of different cars when I get there the cars and was sold it was just a whole bunch of stuff I don't feel I was treated fairly and now I'm in a hole for $21,000 for a car that I can't drive. Please help me. It's a shame how they are treating people in the world I'm on disability and I have health issues and this is stressed me out

  Business Response

  Date: 12/08/2023

  The customer originally tried to tell the bank she returned the car to ** get out of the loan which was false. The customer brought it to us to check out after she put **** miles on the car. She came and picked the car back up and drove it for a few more days.  Now she has come up with false allegations to the bank that the car has a bad transmission which is not true because we checked that out for her as well, and she drove the vehicle off our lot for the third time, to now come up with this for the BBB. We have done everything to help this customer, but we will not help her lie to a bank for fraud purposes.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20938453
  
  I am rejecting this response because: when I took the car back on the 30th of August 2023 I never got the car back until Nov 1 2023.

  You can check the dmv database to see I canceled the car insurance on September 8. Canceled the tag and  Registration to the car. On September  29th 2023.

  You will also see I put car insurance back on the 2018 **** fusion on November 1, 2023 and got the car registered again. I never took the car back. Until November 1st. I put the miles on the car when I bought the car on the 18th of August. I was out of town for 12 days.

  This show Is how fraudrant this company is.! ***y are lying. When the back called them they said the car was n or there as if I came and got it. What they didn't know I had been speaking with the bank West Lake. What's late sent out an email demanding for them to explain? ***y responded back with. *** car was not there. That was on a Monday on Wednesday when I called this gentleman. Yet they received another email from autonation toyota stating they have the car. My question to autonation toyota. Is   show me proof of what day did I come and get the car? If I had 2 loner cars from August 30th to September 27 2023.

  Account ********

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

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

  Ps if you can send me a email I have video's and text messages from the salesman *********************** as well as *** financial department with emails at automation toyota. Videos of the way the car was sound they never check this car!

   

  Business Response

  Date: 12/09/2023

  This customer is trying to defraud the bank. We simply will not participate in felonious activities, period.

• Initial Complaint

  Date:10/03/2023

  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.

  Hello, Your website shows this explaining SmartPath process: pictures included. I have attached the Smartpath Sheet and forwarded the Quote that the dealership has given me. ******* and ********************************* are telling me that they are forcing me to purchase these dealer add ons. This is $8k more than what SmartPath and the financing interest rate is way more than promised. Can you help me? I'm a fan of Toyota's and would like to be a promoter of Auto Nation. ********* quote does not correlate with the SmartPath promise.

  Business Response

  Date: 10/03/2023

  This unit is top of the line and has top of the line accessories. It has also been sold to a client who saw value in the accessories. We will be glad to sell this customer a unit that does not have as many accessories.

• Initial Complaint

  Date:09/27/2023

  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.

  Tue sept 12th went to Toyota dealership on Thornton Rd Lithia ********* to lease a 2023 Toyota truck. We were initially told the truck we wanted would be there in a couple days if we paid down pymt. We paid $4000 Then told ****days instead of the couple we were originally told. ****** said she would call within that **** day period to let us know to come and pick up the truck. We never heard from her. On the 19th. September we called and left messages for Skylar. She never returned them. We called back and asked to speak to a manger and explained the situation. We were told we had to speak to ****** because she was our sales rep. So we waited and waited. We called back numerous times and no one returned our call. On 25th september. We called again spoke to several different people trying to get some help. Finallly got ***** on the phone a sales manager and he proceed to contently say the vehicle was 18days out! Thats 18 more days in addition to the 2 weeks we had already spent waiting. We told him no and we couldnt wait that long and wanted our money back and he said ok How about 6days? Something is so wrong here. We said no we want a refund. He said he would call back and that was the last I heard from him. I called the following day for ***** and was told he was Off/out of office for the day. Tried to speak to someone else was told no one else was in the office and to try back at 10am. I called back after 10am and spoke to a woman who said before she could put the transaction for a refund through she would have to talk to her manager. She said she would call back. She had been fully apprised of the situation. She never called back. All calls and messages went unreturned. I spoke to *****, ******,******* and other names I can't rememberabout the situation each time being told they would get the message to another person who supposedly is th e only person who could help. No One has ever returned my call and the manager is clearly trying to keep my money.GiveMy$

  Business Response

  Date: 09/28/2023

  Sorry about the initial communication issues but the customer was refunded yesterday.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, September 2nd, my husband and I attempted to purchase a 2023 Corolla Cross from ******* and ****** at Autonation ******* Road. Due to the Labor Day sales going on, we were required to put a deposit on the car that was to be delivered to us by 9/11. On 9/10, we went to the dealership to confirm delivery and they told us the car was 54 days away. We then asked for a loaner to help us bridge the gap. We were told we would get a loaner at 7am on 9/13. We showed at that time and the business refused the loaner. The vehicle that was sold to us on labor day weekend never actually existed. This car dealership used deceptive tactics and empty promises to get a deposit, holding it ****** until 9/13 until they refused delivery of the loaner with no explanation other than "one wasn't available" and no car (the one we ordered or comparable model) could be procured. I demanded my deposit back and the business reluctantly agreed. While I understand there is a car shortage, lying about delivery times (or selling us a car that didn't exist) and then continually not returning calls, breaking promises for loaners, and wasting hours and hours of our time is not a practice this business should continue. This should be investigated and stopped.

  Business Response

  Date: 09/15/2023

  We have no control when the car actually gets here from Toyota. We have a schedule Toyota provides, however vehicles may or may not arrive on that exact date. Their vehicle arrived 4 days late. With every deposit there is a deposit form signed by the customer, and on it states that we have no control over the actual *** of the vehicle. Furthermore it states that the vehicle may be as much as 30 days after the *** that Toyota provides. I apologize for not meeting their needs, but again no control of ours. As far as the rental, the on duty manager did not have keys to unlock the gate that morning, that was our fault and we apologize, however once the other managers arrived a free rental was offered.