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:01/05/2025

  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.

  My car was towed to Toyota of Muncie, by another mechanic shop on 3/30/24. I had purchased the car from them, almost three years prior. The mechanic shop had found out that the immobilizer was broken and that is why my car would not start. This is something on a dealership can fix as it is a programming issue. My car was damaged while there on the dealership lot. This was determined by their insurance company. After MONTHS, we agreed that they would pay for everything except the immobilizer and labor for that part. The claim was closed on 11/15/24. The adjuster and myself reached out to the dealership for them to repair the car. This is when i found out they hadn't even ordered the parts. Now the parts are on backorder. The last i heard from them was on 12/5/24, my car still sets there. It has sat so long my plates are expired. They are taking advantage of me being a single parent, and a single parent with a disabled son. I do not have another car. No other means to get to appointments, the store, do things with family, get out of the house all summer. It has been *************************************** the run around. I am attaching a word document will all information, pictures, emails and it includes phone calls with the owner of the dealership, corporate, and the man in charge of repairs to my car. Everything is in order by date. At this point i want my car back, i do not want to pay for labor for the three parts they let water damage, and i want ***** a day loss of vehicle removed from the total for everyday past 11/5/24 that my car remains with them. I am willing to pay for the immobilizer, the labor for that, and for the three parts they had to order, but nothing else. The stress this has caused me for the past ten months, is something no one should have to deal with. I wouldn't have spent thousands of dollars buying a car from them to be treated like trash. I am sure the owner couldnt go 10 months without a car.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this issue to my attention.  Our team has been working hard to address all Ms. ******** concerns.  As we are confident that the issues the car came in with are not our fault, we have been open to allow opinions from other sources to give their opinions to our Toyota trained Master Technicians as to what caused the problems with the car to occur.  I want to make sure that everyone knows the vehicles came to us on a flat bed truck, in non-operating condition.  This puts us at risk with any vehicle that comes into our shop from another mechanical shop to fix items they are not able to fix.  

  That being said, we made our own mistakes by lack of communication and waiting to order parts that become on back order.  Also, sharing a video with Ms. ****** from our reconditioning department that had explicit language in the background and was only watched by our staff without turning on the volume to hear it ourselves.  Then entire process from start to finish was not what we strive for at Toyota of Muncie.

  I have made the decision to honor Ms. ******** request for $30.00 per day which by our records comes up to $2,370, in addition to including front rotors, oil change, resurface the rear rotors install a new battery, full detail and fix the leak in the sunroof that caused the water damage in the first place.  Toyota of Muncie will pay for all these additional expenses in goodwill to restore the faith in Ms. ****** and the Toyota of Muncie employees involved in this terrible experience for all.  

  In summary, our total bill for Ms. ******** vehicle is $13,102.55.  After removing the $2,370 ($30 per day beginning on Nov.15 2024) and the additional goodwill items mentioned, Ms. ******** total amount due is $7,431.62. 

  The vehicle is scheduled to be finished today.  

  Please let me know if there are any questions.  

  Sincerely, 

  **** ******

• Initial Complaint

  Date:10/28/2023

  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.

  The dealership clearly lists that they do not charge over MSRP for vehicles, but the vehicle I am interested in a 2023 Toyota Prius LE is being listed for over $6,000 more than the ***** The dealership states they do not honor it on used cars, but this car has 800 mi on it and was sold in September and became available a month later again. The dealership needs to be held accountable for false advertisement.

  Business Response

  Date: 11/30/2023

  I understand the frustration the customer must feel by this, however we do stand by the fact that we do not sell New cars over ****.  Unfortunately, the market dictates the pricing of used car prices.  This does not mean that we are selling new cars over ****.  Used car pricing fluctuates with the market and can be higher or lower at any given time, and right now the market is set higher for used car prices.  We stated on our website that we do not sell over **** because when new cars were limited other dealerships were charging up to $10000.00 over **** and we wanted customers to know that our new cars would not be charged over when the **** price would be.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The advertisement clearly states, they do not sell vehicles over MSRP, It does not say new vehicles only, and implies all vehicles. All they would have to do is correct their website to say new vehicles and it would solve the problem.
  
  Regards,
  
  *****************************