ComplaintsforToyota of Newnan

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota of Newnan reneged on a deal $42,965 . I asked about the military discount and Toyota of Newnan added the $500 discount to the deal and showed me the new deal with the discount of ****** . **** sales manager asked are we ready to sign today ? I said yes . I stated that my wife wants to sign alone. **** said wait let me try to work something out. **** sales manager then comes back and reneges on the deal . I have wasted a lot of time , and gas traveling back and forth to the dealership. The dealership used an unfair practice and trick on me. I want to warn customers of their unfair practices. ********************** Ga will renege of your deal . I have a print out of the agreement. **** asked me May 6, 2024 was my wife ready to sign and I said yes . Toyota of Newnan Ga has now went back on their word and changed the price.

  

  Business response

  05/15/2024

  After speaking with ******************, there was confusion on the "out the door price' with and without the Military Rebate. We discussed that a similar Rav 4 was coming in (only difference interior color)approximately ***** days. I let him that we would honor the original price discussed. ****************** stated that he didn't think his wife would like the interior color and if anything were to change, he would let us know. Thank **************************;  

  Customer response

  05/15/2024

  They sold the car that we had agreed on . 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Toyota ************** certified warranty vehicle with 483 miles on April 30, 2024. I was told by finance manager ******* that my paperwork which I completed on April 29, 2024 would be mailed over night because he didnt have the paperwork. I was also told that I would get a 2nd key to the car mailed to me. I paid $41,000 for this car. I have NO PROOF of purchase, I have no proof of certified warranty, I have no proof of car fax report and I only have one key. I need my documents and I need my second key to this vehicle. This dealership was paid in full $41,000 for my purchase but I have NO COPY OF PAPERWORK and I need my 2nd key.

  

  Business response

  05/20/2024

  I called on three  different occasions to reach ***************************. I left a message with my direct line. I will provide my cell phone for her to reach me. I wanted to confirm her address because the dealership did send copies  of her paperwork. We will overnight another copy of transaction. I also wanted to speak to ********************* on what we need for her to do to get her second key programmed. My cell phone is *****************. We want to resolve Yakima Prestons concerns along with a gesture of good will for any inconvenience.  Thank you, *******************

  Customer response

  05/24/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 5, 2024, Toyota's agent, *********************, offered to purchase my vehicle for $29,000 and complete the transaction through my attorney-in-fact. I accepted her offer and paid $3,669.53 towards the loan as the rest was to be paid to the bank by the dealership to purchase the vehicle. The next day after my attorney-in-fact signed all the paperwork required by the dealership and transferred possession of the vehicle and keys to the dealership, upper management at the dealership tried to "undo the deal" based on a frivolous allegation that the power of attorney contract had to be "court-issued". I have offered multiple times to cure any defects in the paperwork both in person, in the presence of a notary public, or through my attorney-in-fact, but the dealership keeps refusing to honor their promise to purchase the vehicle and demands that my attorney-in-fact come back to the dealership and pick up the vehicle. This is clear breach of contract!! Terrible business!! I am out of the country for the birth of my child which is why my attorney-in-fact is handling the paperwork on my behalf via Georgia DMV Form T-8.

  

  Business response

  03/21/2024

  Mr. **** El could not provide acceptable paperwork in the timeframe necessary for the dealership to obtain ownership.  We had our attorney communicate what was needed with Mr. **** El and the timeframe to have what was needed. Mr. **** El still did not provide us or our attorney with the necessary paperwork.  

  Thank ***************************;

  *Refund of $3669.53 was issued on 2/7/2024 (attached)

   

  Customer response

  03/22/2024

   
  Complaint: 21447426
  
  I am rejecting this response because:
  

  Toyota of Newnan ("Toyota") is being deceptive. Toyota's response that "Mr. **** El could not provide acceptable paperwork in the timeframe necessary for the dealership to obtain ownership" is intentionally misleading. The only reason I have not been able to provide "acceptable" paperwork is because Toyota has refused to send me the paperwork Toyota needs me to sign. I've been trying to resolve the alleged paperwork issue since February 7, 2024, but Toyota keeps making up a new excuse every time we get close to a resolution.

  If Toyota would simply send me the replacement paperwork today, I will sign it in the presence of a notary public at ***************** Embassy and immediately mail the signed original documents back to Toyota. With the paperwork in hand, what would stop Toyota from obtaining ownership of the vehicle?

  And why did Toyota set a "timeframe" necessary to obtain ownership of the vehicle? Is that a self-imposed timeframe?? If Toyota arbitrarily created that "timeframe", did Toyota give me at least 30 days to comply? I've been asking for the replacement paperwork since February! Please be honest. It's embarrassing that a Toyota is a Georgia business and behaving this way.

  Sincerely,
  
  **** El

  PS. I am not represented by an attorney. Attorney *************************** simply wrote a letter on my behalf. I have not retained his representation.

  

  Business response

  04/01/2024

  The dealership put a time frame for Mr. **** El due to the volatility and environment of pre-owned market.

  Thank ***************************;

  Customer response

  04/02/2024

   
  Complaint: 21447426
  
  I am rejecting this response because: Toyota Newnan notified me late on March 8, 2024 that I must comply with their new "timeframe" by March 13, 2024 at 12 noon. Completely unreasonable and arbitrary, especially given the fact that I had been requesting to resolve any paperwork issues since February 7, 2024. In response to their March 13, 2024 artificial deadline, I informed them that my wife was expecting and I could not make it to the dealership by that date. In response, Toyota's attorney suggested that I could execute the documents at my current location. I scheduled a notary to execute the documents at my current location on March 18, 2024. Toyota refused to send me the documents to sign.
  
  Sincerely,
  
  Taqi El

• Initial Complaint

  02/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 23 Toyota Corolla Cross in Nov 2023. I did purchase an extended warranty. Paperwork reflects I paid $5000 for the maintenance contract but that Newnan Toyota paid $4000 to the company that handles those contracts. Simple math says there is $1000 floating around. I have called repeatedly. I get bounced from person to person. I have emailed and never heard a word from them.

  

  Business response

  02/28/2024

  A refund in the amount of $1000 has been issued ************. It will be sent to the lienholder, Southeast Toyota Finance. Check# ***** was sent via *** overnight. The tracking number is # 1ZW66R781390597001. We have attached copies of the check and tracking.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle there about 2 weeks ago, While going over the paperwork, I noticed that I was overcharged on taxes, Also, one of the items they charged me for, I believe are fraudulent and a misrepresentation and they taxed me on this item as well. They added something they called "premier plus" that supposedly offers all these perks, similar to a warranty. The bill of sale calls it "aftermarkets." They told me I had no choice whether to add it or not but have no way of proving any of the things were done. And then on top of that, it was included on items taxed. My mother tried to call them 3 times about the overcharge of tax and no one ever called her back. I went to the dealership and they tried to tell me the computer calculates the tax. Their computer is wrong. It doesn't take a mathematician to calculate a 7% tax rate. I don't want a check for the difference because it's calculated in the loan amount, I want the loan redone with corrected amount. I also want a the tax on their so called "premier plus" deducted. They make it look like some sort of warranty and the warrranty I did purchase wasn't taxed, this shouldn't be either. The "premeir plus" is a racket they are charging people for.

  

  Business response

  11/29/2023

  After reviewing the transaction, we found that all information was disclosed properly. The complaint was filed by Ms. ******** mother.  We have issued check number ***** in the amount of $100 as a gesture of goodwill to ******************.

  Customer response

  12/05/2023

   
  Complaint: 20834712
  
  I am rejecting this response because: I am accepting the $100 because the tax WAS incorrect.  But the premier plus issue was not addressed.  It was called Premier Plus, a so called value of $7000 for the great price of $1895. On my contract it was referred to as "aftermarkets". That's word play, not to mention false information.  The definition of aftermarkets is the market for replacement parts, accessories and equipment for the care or enhancement of the original product, especially an auto after sold to consumer. The premier plus is not in the realm of the definition of aftermarket. Then I was taxed on it. The worst part is I had no choice to add it or not. My mother just bought a car from **** Toyota and they had never heard of such a thing. 
  
  Sincerely,
  
  *****************

  

  Business response

  12/14/2023

  As a measure of goodwill, we have issued a check for $1895 to the lienholder. I have attached a copy of the check and tracking. The same copies were also sent to ******************.

  Customer response

  12/16/2023

   
  Complaint: 20834712
  
  I am rejecting this response because: the check is good however I was charged sales tax on the ******* and was told the check would be for 1895 plus tax. The tax is ******. Once they send that to the lienholder, I will be completely satisfied. 
  
  Sincerely,
  
  *****************

  

  Business response

  03/19/2024

  There was a check issued last week (3/14) but it was made payable to ****************** so I have voided that check and reissued to Exeter Finance (see attached).

   

  Thank you,

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The car dealership Toyota of Newnan in Newnan, GA failed to provide a refund of approximately $1,900 as requested, when I discovered their sales and finance staff had overcharged me in error for options I declined in front of witnesses when completing the contract on 9/16/2023. The Finance Manager handed me an electronic pad to select options, and I declined the Premier Plus options and gap insurance. I only selected the option for a service contract to get an extended warranty. I discovered afterwards that the cost breakdown shows $1,895 (plus tax) for AFTERMARKETS, and I have confirmed that this line-item is for the Premier Plus options I declined (i.e., a list of items including roadside and stolen vehicle assistance, refresh and re-apply services, etc.). The Finance Manager stated that he is not authorized to provide a refund, and I have not been able to get a General Manager or business owner to assist in resolving this issue. In my opinion, the sales and finance team played a shell game by moving the Premier Plus option around every time I asked that it be removed to get the total cost down and hiding the details of the sleight of hand. First, they lured me in by advertising a $16,994 price online starting as low as 3.9% financing. Then, they charged me an outrageous interest rate of ****% when I have an Excellent credit rating. Finally, the total including my $6K down-payment was over $25K and the grand total with interest would be $27,751.56. Thus, the advertised price went up well over $10K with all the hidden charges they added for a used 2021 model with ****** miles on it. I would not have agreed to above deal if I had known I was charged for options I declined and that the Finance Manger was incorrect about the out-the-door price. If they argue that the options were installed, that could only be partially true at best, since most are future assistance and services. I need a corporate decision-maker to authorize a refund.

  

  Business response

  10/16/2023

  After reviewing the documentation, we have determined that our transaction was done with complete transparency. ************** acknowledged the purchase price, vehicle service contract and road hazard and tire products. We have cancelled these products per ************** request and the refund will be sent to the lienholder.
  
  
  
  *****************************
  Toyota of Newnan
  Controller
  ************************************
  *********************

  Customer response

  10/16/2023

  The business' response mentioned another person's name and tire products that have nothing to do with my complaint.  I don't agree that the business' sales practices were done with complete transparency.  Nonetheless, I notified the BBB the other day of the following potential resolution of my complaint:

  "A General Sales Manager at Toyota of Newnan finally replied and stated that the business would send me a check for $1,275 as a partial refund for the "Premier Plus" (aka"AFTERMARKETS") charge I complained about. If I receive the check in the mail, I will drop my complaint."  (see attached email correspondence).

  Finally, since I promptly paid off the auto loan before the lien-holder was put on the title (see 2nd attachment), the Manager (**********************) agreed to send the partial refund check to me instead of the lien-holder.  I have text messages saved on my cell phone as evidence of this agreement.  Again, I'm waiting to receive a check in the mail to see if the business keeps its promise. 

   

  

  Business response

  10/26/2023

  Good afternoon,

  The refund was processed and mailed on 10/17/23. It cleared our bank on 10/20/23. 

   

  Thank you,

   

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

  Customer response

  10/27/2023

   
  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

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i took my RAV4 to Toyota of Newnan in July for the regular 55K maintenance service..i have reasons to believe that the service **** may not have performed that maintenance..i tried to contact the company a couple of times to confirm the service..they did not respond

  

  Business response

  10/12/2023

  ************** brought his 2015 Rav4 in for service on 7/15/23. We performed a 55K service, which is a tire rotation and inspection. We also completed recall 21TG01. He did not believe we did any work to his vehicle.
  Our service director, ******************* called him on Wednesday, September 27th and explained what we did to his vehicle. **** explained that a 55K service is just a rotation and inspection. ******************** was mixed up and thought he was supposed to receive an oil change. **** explained to him that oil changes were only required every 10K. He also discussed the recall that we performed on his vehicle. 
  ************** was satisfied with the conversation and stated that he will be happy to continue servicing his Toyota with us.
  

  Customer response

  10/12/2023

   
  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

  12/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On November 21, 2022 I went into Toyota of Newnan to trade my vehicle in for another car. when i got there the dealership printed out a quote of how much they would give me for my car when i looked at the quote I said thank you and I was about to walk out the door. They said how much would i have to give you to make a deal happen. I told the manager what I needed to get for my car to make a deal they got everything thing lined up so that the deal would take place. When they came in with the contract it said that Toyota of newnan would pay off my vehicle which was financed through Navy federal and my first payment for the ***** blazer would take place on january 6, 2023 well to make a long story short they have yet to pay off my car and if they dont pay my car that would leave me having to make the payment for the ******* Santa Fe as well as the ***** blazer. We have a contract so I want to know what are my options since we have a written contract signed by both parties.Thank you *************************** 516 *************** ************ ***** phone number **********

  

  Business response

  12/23/2022

  ********************,

  It is our policy that the payoff for the loan on the vehicle you trade is not sent until we have received all payments for the vehicle you purchase.  Not your fault or ours, but the lender for the vehicle you purchased took longer to process payment to us due to an oversight on their part. The payoff was sent overnight to your bank by us on 12/14/2022.  If you are still showing there is a balance due, or if you are having any other problems, please contact me so we can take care of it as quickly as possible.  Our General Manager, ********************* has been trying to reach you.  He left 2 voicemails and sent 2 emails and has not received a response.  

  We apologize for any inconvenience this has caused you.  If you attempted to contact someone at the dealership prior to contacting BBB, please give me details on that correspondence as well so that we can make sure our employees are better trained on the importance of customer satisfaction.  We truly appreciate your business and want you to feel great about your decision to purchase a vehicle from Toyota of Newnan.  

  Thank you,

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

  Secretary/Treasurer

  Toyota of Newnan

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

  Customer response

  12/27/2022

   
  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

  06/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My brand new 2020 Toyota Camry was damaged while being serviced due to faulty battery in my car. The manager Roslyn on duty gave authorization for dealership machanic drive my vehicle off the premises without my permission. I spoke with the manager that morning , she stated I would be picked up to get car out of service. My car was involved in a accident. The dealership lied to me about what happened. I didn't even know they driven my car off the premises. I kept calling and asking when will I be picked up to get my car out of service. I get a call from the dealer like 2 hours later explaining what happened. That my car was involved in accident.

  

  Business response

  07/09/2021

  Business Response /* (1000, 5, 2021/06/30) */ Ms. ******'s 2020 Camry was towed into Toyota of Newnan on XX-XX-XX with a no start issue. We replaced her battery. We let her know her car was ready, and she said she had no way to pick it up. We were following COVID safety protocols and were not allowed to have customers within 6 feet of employees, so we could not have had someone pick her up. We let her know that we would deliver her car to her home as a courtesy. The employee that was driving her car was hit when someone ran a red light and hit her car. I personally called Ms. ****** to explain what happened and apologized. We also brought her one of our rentals (free of charge) for her to use until her car was fixed. The other driver was cited and their insurance paid for her car to be repaired. Ms ****** came to our dealership on 6/25 to see about trading her car. We valued her 2020 Camry at nearly 95% of her original sales price. She wanted to trade her car in for a more expensive model but unfortunately the banks did not approve her loan.

*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. ↩