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:04/07/2025

  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 3/22/25 I took my car to their service center. For the purpose of getting my brake replaced and an oil change. Upon every visit they do a courtesy inspection for other common issues. Which only turned up that my check engine light was on. Which I was already aware of but, just didnt have the fund to take care of everything then and there. So, I paid them $410.11 for the brakes and oil change.The following week 3/29/25. I returned to have them see about my check engine light. And once again they did the courtesy inspection. But, this time just about everything on my vehicle failed. (Including the brakes I paid to have replaced) after informing the mechanic that I just paid one of their mechanics to replace them. A manager was called over and a conversation was had without me. And then the mechanic returned to me with the offer of allowing me to use a loaner car for the next three days which they look into my car issues. After the three days I received an invoice of $10k in needed repairs. I wasnt going for it. So, I opted to take my car for a second opinion. But, before my car was returned to me. I had to pay an additional $142.99 for labor cost that I dont remember consenting too. And on top of that. I still have no ideal if my brakes are good or bad! Ive been trying to reach management for clarity but my attempts are going unanswered. At the very least I want the brakes that I paid for to be done!

  

  Business Response

  Date: 04/09/2025

  Thank you for your feedback, and Im truly sorry for the initial confusion and frustration. Im glad we had the opportunity to speak in person and talk everything through. Were happy to have clarified the situation and talked out the potential charges together. A credit was issued for the $142.99, and were working with Toyota for possible assistance with the transmission. You also wont be charged for any diagnostics or the loaner vehicle during this visit. We appreciate your understanding and look forward to continuing to support you.
  

  ***** *****
  *************************start="650" data-end="653"> Nalley Toyota Union City
  **************

  
  

• Initial Complaint

  Date:10/08/2024

  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.

  ***** purchased his 2023 with myself as a co-buyer. Shortly after purchasing the vehicle, a VOLT light came on and would not allow any other information to display in the display window. A few weeks after we went to Toyota and advised them of the error. We were told the part was not in and we'd be contacted when the part came in. We waited a few months, no call back from Toyota. At this point the service advisor was no longer with the company. We started the process over again with someone new. We were advised we'd be called back. We were not called back. After 2-3 months, we went back again, and were told no resolution and they would call back. No one has ever called back. Now the situation has gotten worse. ***** went to a local store and tried to move the car and the error came up and the car would not move. He contacted his father who advised him to restart the vehicle after many tries it finally started. ***** immediately went to the purchasing location and explained the problem. It was explained they can see the error but Toyota cannot. No rental was available. We asked was it safe to drive and ******* stated yes. Fastforward a week, still no callback mind you. The error came on, the stiffness came again. An object was in the road and ***** had to hit the object. He drove a mile or so and the light came on in the vehicle regarding the tire. He checked it and it looked low, he attempted to pump the tire and drove another mile but this ruined the rim and tire. I need help immediately. We left a voicemail for the manager this morning 10/8, still waiting on a callback.

  

  Business Response

  Date: 10/16/2024

  In reference to Steve and Petrina Singletary's 2023 Toyota
  Corolla 
  
  I spoke to her the evening that she called on October the 8th, I
  was able to secure her a loaner vehicle, so we could address the issue with the
  vehicle. If I understood her correctly, I believe their Son actually drives the
  vehicle.
  
  The concern was that they would randomly get a 12 VOLT BATTERY
  MALFUNCTION message that would appear. When this happens, the vehicle would
  lose power and sometimes cutoff and not start for a few minutes.
  
  In the beginning when the vehicle was brought in, we could not get
  the concern to duplicate, the customer did acknowledge that it was random. The
  customer was finally able to catch it and record it on video for us. Our Shop
  Foreman has the vehicle and opened a case with Toyota, after recording and
  sending over "Vehicle Data" it was determined that the Alternator was
  faulty. We have replaced the Alternator; however, Toyota wants us to drive it
  for 3 cycles and record data. We have completed 2 of those cycles. We should
  have the 3rd cycle completed today and as long as there are no
  issues, the vehicle will be ready for pick up tomorrow.

  Darby Davis my Service Director will reach out today 10/16/2024 to discuss a time for pick up.

  Thank you,

  Bruce Benn

  General Manager

  Customer Answer

  Date: 10/16/2024

  Until the issue is resolved I’d like to keep the case open.

• Initial Complaint

  Date:10/07/2024

  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.

  I am writing to express my dissatisfaction with the service I received at Nalley Toyota in Union City on October 1, 2024, regarding my 2022 Toyota Corolla.I arrived for an 8:20 AM maintenance appointment and was advised by my service advisor, ***** ********, to have tire rotation and wheel alignment. After waiting over two hours, ***** informed me that my coolant reservoir bleed cap was missing. His explanationssuggesting it might have been stolen or eaten by a ratwere both implausible and concerning.When I asked to see my vehicle, it was missing for nearly an hour, raising further suspicion about the handling of my car. Eventually, ***** presented me with the missing cap but insisted on replacing it, despite it being on back order. I felt uncomfortable being asked to pay $136.20 to reserve a part that may not be available ($478.18 including labor).I later spoke with the manager, **** who promised to find the required part but failed to follow up as promised. My concerns about negligence were not adequately addressed.On October 3rd, I contacted the *********************** and spoke with ****, who found the situation equally troubling. I have never encountered such poor service or received such bizarre explanations throughout my years of car ownership.I expect a thorough investigation and a resolution to this matter. Thank you for your prompt attention.

  

  Business Response

  Date: 10/08/2024

  Mrs. Cameron,

  I apologize for any confusion and inconvenience that we have caused. I have asked my service manager to reach out to you and get this resolved as soon as possible.

  Please reach out to me directly if you have any questions or problems going forward.

  Thank you,

  Bruce Benn

  General Manager (678) 488-8847

• Initial Complaint

  Date:09/01/2024

  Type:Product 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.

  the day i picked up my new car i requested the cancellation of all the extra warraties and i was told that it would take a few days to get a credit, after a couple of weeks called again and i was told that it would **** * to 8 weeks, now it has been 3 months since then and i have not received a credit on my account or an explanation of the delay, dealer keeps saying i should receive the credit any day now, the request for the cancellacion was done on May 27th, 2024 and for the amount of around $6,000.00.i have attached a copy of the store cancellation form, signed on May 27, 2024

  

  Business Response

  Date: 09/09/2024

  Mr. *****,

  I have been corresponding via e-mail with you and unfortunately the form initially utilized for cancellations was incorrect and this was corrected and completed on September 2, 2024. I apologize for the inconvenience, but we have corrected the issue and filed for cancellation from the date of the original inquiry. I will correspond once the refund has been issued.

  Thank you,

  ***** ****

  General Manager

  Customer Answer

  Date: 09/14/2024

  i am very please with the response from ***** Toyota but i would like to know now how long will it take to get the refund fully processed and credited.

  

  Business Response

  Date: 09/18/2024

  Mr. ***** the check has been processed and I have included a copy of the ***** tracking information being refunded to SETF. (7786 3866 2023)

  Again, I apologize for the delay but as soon as I was made aware we expedited the payment. If you have any additional questions or concerns, please do not hesitate to reach out to me directly.

  Thank you,

  ***** **** (General Manager)

  Customer Answer

  Date: 09/24/2024

   
  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

  Date:08/16/2024

  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 Summary:I am filing this complaint due to an unresolved issue with Toyota Nalley regarding a promised refund for a 2025 Toyota Camry XSE.Details of the Complaint:On the scheduled delivery date, I discovered a visible dent on the fuel tank cap of the 2025 Toyota Camry XSE I intended to purchase. I immediately reported this to the dealer and requested that the issue be fixed before proceeding with the down payment and contract.The dealer insisted that I sign the contract and purchase the car that day, suggesting I take it and return it within three days for repair by a third-party service. Otherwise, this car would be sold to another customer. I declined and requested a $1000 reserve fee, which the dealer agreed to refund within seven days if I chose not to buy the car.Ultimately, I decided not to purchase the dented Camry because I wanted a new car in perfect condition, not one with flaws. Instead, I purchased a ***** Accord Hybrid from ***** Nalley on the same day.It has now been more than thirteen days, and I have yet to receive the promised refund from Toyota Nalley. I have evidence of the payment and a signed message from the salesperson, *********, confirming that the refund would be processed to my credit card.Despite several follow-ups, the refund has not been issued. On August 16, I visited the dealership, and *****'s manager implied that because I did not purchase their car, they had no intention of processing my refund.This experience has severely damaged my trust in Toyota Nalley's business practices. I am seeking the immediate processing of the $1000 refund and request BBB assistance in resolving this matter.

  

  Business Response

  Date: 08/19/2024

  Mr. Kruapong,

  We apologize for the inconvenience but when a car is pre-ordered, or a special order has been placed our policy on deposits are that they are nonrefundable. I do understand your frustration and because of the promise of our salesperson your refund was issued back to your credit card at 12:11pm on 08/19/2024. Thank you for your patience and understanding.

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

  General Manager

• Initial Complaint

  Date:07/29/2024

  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.

  On 7/17/2024 my Toyota Camry was brought in for services Tire rotation , alignment and oil change. The vehicle was picked up same day and upon driving the vehicle i noticed the tire had not been rotated and no alignment was done. I called the dealership to speak to ******* or ***** the manager and weeks later they have ignored me and not tried to fix the issue. Please issue a refund

  

  Business Response

  Date: 08/05/2024

  We apologize for any inconvenience. Funds have been refunded.

  Thank you,

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

  General Manager

• Initial Complaint

  Date:07/29/2024

  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 July 06, 2024, me and my wife visited Nalley Toyota Union City to take a look at a used red 2024 Toyota Sequoia. On the way there, the vehicle was sold but no one reached out to me in order to let me know. We found out the vehicle was sold when we got there, our sale representative **** said he spoke with his sale manager and they can work up a deal for us, for a new red 2024 Toyota Sequoia exactly like how the used one we were there to take a look at that was sold, except that it will come with ****************** instead of benches. They found us one and we work out a price that both me and my wife agreed to buy. They said it will take a month or so for the vehicle to arrive at the dealership and we need to put a deposit of $2000 for them to hold the vehicle for us. We initialed the vehicle specs and price cost sheet, agreeing that the vehicle is equipped with what we are looking for and that we agree to buying it for the agreed price and that we put down the $2000 deposit for it. Not once was we told that the deposit was non-refundable nor did we signed any paperwork's that stated that the deposit was non-refundable, we even asked if anything come up can we back out of it and **** said yes. On July 26, 2024 I was told the vehicle has arrived, but due to unexpected circumstance we were unable to move forward with the purchase. I reached out to **** to let him know of my current situation, that's when I was told by **** that the deposit was non-refundable, I ask him to speak to his sale manger and GM on my behalf to see if I can get my deposit back. After many calls from me and 4 hours later after they closed before he called me back saying that he spoke with his managers and they both said the deposit was non-refundable. I told him to let him managers know that on Monday, I'll reach out to JAG to pursue legal lawsuit and hung up.

  

  Business Response

  Date: 07/30/2024

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

  I apologize for the inconvenience; I have instructed my managers to refund you your deposit. Unfortunately, when a vehicle is ordered it is explained that any deposit is nonrefundable but evidently this was not relayed to you, and I do not see a signed deposit slip in your paperwork. This will be refunded immediately.

  Thank you,

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

  General Manager

  Customer Answer

  Date: 08/01/2024

   
  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

  Date:03/20/2024

  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 March-2nd of this year, I had my car service taken care of, at the Toyota Union City location, as always. Once again, the instructions that I gave, with the service request were not followed. Additionally, my steering wheel cover got damaged.1st) again, incorrect billing. I advised that I have the extended warranty, which got disregarded and an higher invoice issued. I invested once again time unnecessary, to have that resolved. 2nd) instructed to follow the Toyota manufacture guidelines as I've done 4 times before. My instruction as well as the Toyota manufacture guidelines were ignored. My tire pressure sensor came on 4 times.... bad work. 3rd) on top of all, my steering wheel sport cover got damaged.

  

  Business Response

  Date: 03/22/2024

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

  I apologize for the negative experience you received upon your most recent visit, we as a store and company work very hard to make sure all our guest are provided a professional and positive experience. 

  I have instructed my service manager ************** to reach out and address your concerns and from my correspondence, it seems you are satisfied with the resolution. Please fill free to reach out to me directly if you have any additional questions or concerns.

  Thank you for allowing us to service your vehicle and your continued loyalty.

  ******************* (General Manager)

  Customer Answer

  Date: 03/22/2024

   
  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

  Date:03/15/2024

  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.

  On March-2nd I had another car service at Toyota/ Union City **. Once again the following issues came up, although, I clearly instructed about those in my service appointment request.* incorrect billing. It was again not verified, prior issuing the invoice, if I already have an extended warranty. Bad service.* the service technician again failed to follow Toyotas instruction regarding the tire pressure as work had to be done, with the tires. The tire pressure warning light came on 5 TIMES.* first time, my sport steering wheel add-on was damaged/ scratched.On March-7th I wrote Toyota/ Union an email, seeking options - no response at all.On March-10 I filed the service request with 2 Stars and explained why - also no response

  

  Business Response

  Date: 03/23/2024

  ************ has been contacted regarding his complaints. This is a second complaint about the same issue that has been resolved.

  Thank you,

  ******************* (General Manager)

• Initial Complaint

  Date:02/15/2024

  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.

  I reserved a vehicle from Nalley on February 5 **** with a $1000 deposit for me to pick up from out of state on the 14th of February. I received a text message on the 13th of February stating that they had traded my reserved car to another dealer to sell. On the 11th of February I had contacted my sales person to make sure everything was good to go for pick up on the 14th and he replied all ready to go. I found out on the 13th that the vehicle was actually traded on the 9th of February. Being that this was an out of state purchase I had already purchased plane tickets to Atlanta to pick up the vehicle I had also sold my car on the 11th anticipating to pick up on the 14th. The response from the dealer was very poor and the had no solution other than we can give you your deposit back this was only after several phone calls with the upper management. Nalley made no effort to rectify the situation by going out of their way to find a replacement. Very poor customer service and communication when things arent going their way. I have not received the deposit refund or airline ticket refund as of today.

  

  Business Response

  Date: 02/15/2024

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

  The salesperson and Manager made a mistake and dealer traded the vehicle you requested. The intent was not to put the store in a position to not sell a car. We have processed your refund and since it has not been 24 hours, I am hoping it will hit your account shortly. The refund of your flight is being processed and should arrive in the mail within 5-7 business days. As you know the car you requested was not a common color and was not easily obtained.        We can only offer our apologizes at this point.

  Sincerely,

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

  General Manager