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:05/07/2025

  Type:Service or Repair 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.

  **Complaint Against:**********************************************************************************************: ****************Vehicle Purchased:**2022 Toyota Corolla (FWD)Purchase Date: October 1, 2024**Complaint Summary:**When I purchased the vehicle, I was promised by the salesperson (possibly named ******) that interior issues would be repaired. This included missing rear seat buckle clips and visible front damage. The front section was poorly glued, not professionally fixed. More importantly, they said the damaged carpet in the back would be replaced, but later claimed it was too expensive. ****** had stated the vehicle wouldnt be discounted because these repairs were being covered.I brought the car in multiple times. They gave me a one-month rental, saying it was for the carpet installation. But no repair happened. Later, they changed the story, saying they couldnt afford to fix it. Another employee who handled the license plate and paperwork witnessed the original agreement, but I don't recall his name.These repeated visits caused me to miss work frequently, and I was ultimately fired due to ongoing delays and lack of clear communication from the dealership. I experienced significant stress, time loss, and financial harm.**Resolution Sought:**I no longer want the current vehicle repaired. I want to purchase another car and request a price reduction equal to what the promised carpet repair would have cost. The dealerships failure to follow through on verbal promises amounts to deceptive business practices.

• Initial Complaint

  Date:08/12/2024

  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 3/17/22 I purchased a 2016 Toyota Highlander. Vehicle was supposed to be a certified used vehicle. Ever since it was purchased it has broke down 6 times as of 8/12/24. We have been left stranded all 6 times . Car has been having the issue that the dealer cannot seem to repair. We have informed the dealership ever since the second time the vehicle broke down , that we would like to be placed on a different vehicle of the same value or for our money to be returned but they seem to not care and everything falls on deaf ears. I have contacted Toyota Corporate in the past and all that the dealer does is just replace parts and hope it doesnt break down again. My warranty will expire soon and I shouldnt and do not want to pay for repairs on a vehicle that was sold to me defective since the sale date.Purchase date: 3/17/22 1st break down : 7/05/22 2nd break down: 12/08/22 3rd break down: 3/17/23 4rth break down: 5/16/23 5th break down: 5/26/23 6th break down: 8/12/24 All electrical issues. Break downs have been in very dangerous situations as they are random. SUV just shuts down and locks, making you unable to control steering, brake system or any electrical components. I have the documents of all previous work they have performed with absolutely no good outcome. It has currently been towed back to them and we are waiting to see what the conclusion will be of their mechanics findings. I would like to be removed from this vehicle as it is a safety hazard that has put my family and myself in danger multiple times.

  Business Response

  Date: 08/13/2024

  The mentioned vehicle was purchased March 17th,2022.  The vehicle was purchased as used and not a Toyota Certified vehicle as the complainant stated.  We do offer a 3 month ***** mile warranty on all used vehicles.  The customer did purchase a Gold 3 year or ****** mile warranty from the purchase date.  The vehicle did return July 12, 2022 needing a new alternator that was not covered under warranty.  The vehicle was towed back December 9, 2022 with a separate issue of a blown fuse.  A third problem occurred not related to the first two on March 20th,2023 and needed a fuel pump.  The fuel pump was replaced.  The vehicle returned June 3, **************************************** the box causing a similar fuel pump issue.  We have not seen the car since this date.  We are unsure if other mechanics or work has been done to the vehicle. 
  
  We have offered to try and help the customer trade out of the vehicle on several occasions.  The customer is disinterested in this.  At this time there is no refund for use.  The customers warranty allows repairs to be performed at any Toyota dealer if they feel the our repairs are not correcting the issue. All repairs that have been performed have corrected the problem and the vehicle runs and drives for an extended period of time.  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22132547
  
  I am rejecting this response because: 
  Dealership has not offered any solution other than replacing parts. No other offer or solution to this ongoing issue has been expressed on behalf of the business. At the moment the vehicle is at the dealership with a bad computer which is all connected to every repair made by this dealer. The issue has by the vehicle is electrical and if they have not been able to fix it in 2 years what guarantee is there that it will be repaired properly at all. General manager of this location lacks integrity and refuses to take responsibility of selling a defective vehicle at the cost of a customer. I have never missed a payment and my only complain is to get the car that I am paying for which should be a reliable car not a death cage. The gentleman mentioned above refuses to understand that this vehicle is and has been an unsafe vehicle ever since the above dates that him himself has mentioned. It is a fatal accident waiting to happen. At this point if something major like this were to happen it would fall on the dealership and or the mentioned general manager for the refusal to provide us with the vehicle that we deserve and are paying for. Our issue is not paying. Our issue is getting what we believed we were buying from a respectable dealership that Toyota claims to be. It is ridiculous to think that I the customer, would have to trade this vehicle in and take such a huge financial loss and start all over again from zero. I have invested almost $20,000 at this point for this vehicle that should be put out of commission for the safety of myself, my family and others. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/14/2024

  As previously started, the vehicle had a Toyota backed warranty and can be serviced at any Toyota dealer nationwide.  The customer continues to bring the car to our location, while at the same time, stating he does not feel we are compliant to repair his vehicle correctly.  The problems occurring are different every time.  We have offered to try and trade the customer out and into a newer vehicle.  The customer has threatened to take legal action if we do not meet his demand of full repayment is not met.  We have forwarded all materials to our legal department and await his counsels correspondence.  

• Initial Complaint

  Date:06/27/2023

  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 December 2016, I bought a 2015 Toyota Prius at Victory Toyota Midtown, ****************************** had to have a new catalytic converter installed to pass the emission test to renew my ******** license plates because mine was stolen (police report JF-******) . It has been in the dealer's lot now for nine (9) months and I am told that they do not have the part, for whatever reason. I am also paying for the insurance in the meantime while my car is at the dealer's lot. I desperately need my car for many important reasons but I have NO car and I am a senior citizen.Will you please help me as soon as you can? Thank you, *****************************

  Business Response

  Date: 06/28/2023

  Due to the high amount of crime the city is experiencing and the value of this item there is a national back order (and had been for more than a year now).  We currently have many customers in the same predicament and can not complete the repair until we are supplied the part.  Many customers have chosen to trade the vehicle in and purchase a new vehicle.  Unfortunately, this matter is out of the dealers control and we are at the mercy of the distribution of the parts.  They are ordered and distributed on a first come first serve basis.  The part requires several precious metals and production is there by limited by the supply of those metals.  Again, the dealer has no control over the production of the part and can not complete the repair without the correct parts.  

  Customer Answer

  Date: 07/10/2023

   
  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. The case was settled as of now.  Toyota finally got me a catalytic converter.  Yeas, after NINE long months and without a car and had to pay the car insurance while my car was in their possession and responsibility.  No more Victory Midtown Toyota.  Thank you.
  *****************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/17/2023

  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.

  In mid March 2023, I purchased a new 2023 Toyota Corolla, hybrid LE from Victory Toyota of Midtown. After driving it home for one hour, I was having back and neck pain. The car was not a good fit for me. I called the very next morning, and I tried to return it with only 150 miles on the car.The salesman said he couldn't do anything, so he passed me on to Lane, the *** **** offered me $6300 less than I paid for it; clearly an unreasonable offer.I called the corporate office, and they told me the *** would call me back and take care of me. After avoiding me for four days, I finally got a hold of victory Toyota and the same ridiculous deal was on the table.I had to go all the way to *******, *********, where they gave me a more reasonable deal, giving me $2500 less than I paid for it.The GM, Lane, failed. Obviously, I will never return there again.

  Business Response

  Date: 05/17/2023

  We do not have a return policy.  The customer did not understand that a titled vehicle does not qualify for the incentivizes from the manufacture and thus lowers the value.  We made several attempts to trade him into another vehicle.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20071887
  
  I am rejecting this response because:

   

  first, this dealership did not offer a fair trade in value. The only trade in offered was $6300 less than I paid for the car. This is unreasonable and unfair.
  

  If what the dealer is saying is true, that they were unable to do anything, why were other dealers offering me significantly more than they did? This car is a hot commodity, and they easily couldve sold it for a lot of money. 
  I wasnt just looking to get my money back for no reason. I was actually having back pain and neck pain. Apparently this dealer ship has no concern for the welfare of their customers.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/29/2023

  We do not offer returns nor do we have an sort of exchange policy.  The Consumer negotiated his best deal after test driving the vehicle and determining it would suit his needs.  The consumer claim of "lack of comfort" does not in any way obligate the dealership to any further actions.  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20071887
  
  I am rejecting this response because:
  Excuse me, Midtown, Victory Toyota. Lack of comfort is one thing, but pain from driving a car is another. And if you think a five minute test drive is adequate enough to figure out if a car seat causes a person pain to their neck and back, I think that is absurd.
  and if you wont let me return the car because I am experiencing great pain, then your business ethics are misguided.

  I had to go to an unknown dealership in another state to get a reasonable offer for the car. They gave me $4000 more than you were going to give me. If you wouldve offered me something reasonable for the car, I wouldve taken it. And if you wouldve give me a refund, I was going to buy a Camry hybrid from you. You would have gained the money back.

  Now I have to go and give you a bad review on every website possible. And now, instead of a few thousand that you wouldve lost by giving me a refund, thousands of people will reject your dealership, and you will lose much more in sales. Very foolish!

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