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:12/12/2024

  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 purchased a car from Ed Martin Toyota, initially impressed by their reputation. However, upon driving, I noticed the car had 7-year-old tires and a noticeable vibration. When I raised this with the salesperson, he dismissed my concerns, insisting their service department had thoroughly inspected the car and everything was fine. I requested a $1,000 discount to replace the tires, hoping it would solve the vibration, but the salesperson offered only a $100 discount. I then asked to speak with the used car manager, but he refused initially. When he finally showed up, he was rude, not even introducing himself or shaking my hand. Despite this, I explained the need for new tires, and he eventually agreed to a $400 discount, assuring me the car was otherwise in great condition.After taking the car home, I discovered a code for a faulty PCV valve, which would cost around $1,000 to fix. A few weeks later, I replaced the tires, which the general manager had claimed were in good shape with 7/32nds of tread remaining. The tires were dangerously worn, splitting, and exposing metal wiresposing a serious safety risk. When replacing the tires, I also discovered that three of the car's four wheels were bent, and despite installing new tires, the car still vibrated. I couldnt believe I spent $20,000 on a car that was as unstable as a $1,500 vehicle. I reached out to the salesperson and general manager, requesting they cover the cost of the wheels and PCV valve repair. I was only asking for the cost of parts, not labor. They refused and dismissed my concerns. Its shocking that a well-known dealership like Ed Martin Toyota would sell a car in such unsafe condition, putting customers at risk for the sake of profit. I strongly advise avoiding this dealership. I'm just looking for reimbursement for the repairs and wheel restore that i have to do to make the vehicle I spent $20000 on to be safe for the road.

  Customer Answer

  Date: 12/13/2024

  A warranty is irrelevant in this situation because a warranty wouldn't of covered the bent wheels, tires, or the *** (positive crankcase ventilation) valve. The picture clearly shows that if I were to continue driving on the tires (that the ** stated were between 7-5/32), I would of had a blow out and possibly an accident. Also I don't know how this service department runs, but my service department plugs a scan tool to every vehicle we have going through the shop, customer or used car. The *** valve was not setting a check engine light because it isn't a EPA related problem. But when that *** valve fails it blows out various seals including the rear main seal which would in turn cause most of the oil in the engine to leak out and cause premature engine failure. They claimed that they performed an alignment, I proved that they didn't by having an alignment done and found that the front and rear of the vehicles suspension was out of measurement spec and had to be adjusted. To sum it all up they made false claims that they inspected this vehicle. All I am looking for is reimbursement for the *** valve replacement and to have the wheels fixed. I can provide receipts for the *** valve and an estimate for the wheel repair if needed. I'm not even asking for labor, I'm just asking for the cost of the *** valve itself and the cost of wheel repair which would come out to less than $1000.

  Business Response

  Date: 12/14/2024

  We'd like to clarify that you bought a 10-year-old **** from us and are an auto technician. When purchasing an AS-IS vehicle, especially as a technician, its reasonable to expect you to perform your inspection before buying. While not required, we do complete our inspections before offering any vehicle for sale. However, with any 10-year-old vehicleespecially an ****there is always an inherent risk of additional repairs or maintenance being necessary after the sale.

  During our used vehicle inspection, the tires measured 5/6 at the front and 6/7 at the rear. While these were not new, they also did not require immediate replacement. Recognizing that the lowest tread depth (5/32) was within approximately ****** miles of replacement, we provided a $400 discount, which you applied toward purchasing new tires on your own.
  

  Regarding the *** valve code, no check engine light was active during our inspection or at the time of sale. This vehicle was sold AS-IS, and we offered an extended service contract, which you declined. That contract would have covered the *** valve's repairs, including parts and labor. While I appreciate your concerns, its essential to address the facts, and we are open to discussing any reasonable points within this context.
  Attached are a few documents for the record.
  
  BUYERS GUIDE (AS-IS form) initialed by customer
  Stating the vehicle is AS-IS
  CUSTOMER ACKNOWLEDGMENT signed
  Stating they received complimentary CarFax and had an opportunity to review it.
  WE-OWE signed
  Stating we owe the customer nothing
  SERVICE RO and Inspection    
  Pre scans -showing no fault codes
  Post scans showing no fault codes
  Used vehicle inspection showing tires at 5,6 and 7,6 all are fine and would even pass a Certified inspection if it were a Toyota.

  Customer Answer

  Date: 12/15/2024

  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. 
  

  So I don't how long you have been in the car industry, but from my experience just because its 10 years old and just because its **** doesn't give you the excuse to sell a $21000 vehicle with bad tires / 3 bent wheels that would have caused an accident. To clarify, I'm not an **** technician, I'm an everything technician that also happens to work at a new car dealership, which gives me insight on how things are supposed to work. For the inspection that you said I have should of done, it was a Saturday and there was no place open that would perform an inspection. I did ask *****, my sales person, if you guy had a lift open, but he said the shop was closed. But ***** and the used car sales manager said your service department "performed" an inspection already and it passed with flying colors. I don't know what operation you're running but when a big name dealership does an "inspection," I expect the car to be fully inspected. I don't know if we are looking at the same picture of the tire with the metal cords showing, but those tires were worn more than whatever the documents says. When I measure a tire, I measure the lowest point. The "technician" should have drove it and felt that vibration, I don't understand why it wasn't addressed. Also the *** had failed before I purchased the vehicle. Once I got the vehicle home and had access to a scan tool, I found that code. Normally when a "used car inspection" is perform a code scan is done. The only reason that was not a CEL is because its not a EPA related code. A service contract would classify this as a preexisting condition, meaning I wouldn't be covered anyway due to the dealership's negligence. I would like to see the pre-scan that was said to have been performed, but on those documents you sent I only see the 3 pictures of the post-scan. If you guys just clear the codes and then take a picture of the scan, that's just disappointing.
  

  -******* ******
  

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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.

  Purchased a used car from EdMartin Toyota dealership on May 24,2024. Was told ** received a transfer of title no later than 6/24/24. Then I could get registration and license plates. I have yet to receive anything in the mail. have called ******* who sold me the vehicle and she said she could not help me but to reach out to ********************************* or ***********************. As of today, 7/10/ 24 I have received a call from ******** but she said she would call me back in 1/2 hr but 3 hrs later and no response. So I called *****, ********, and ******* to help expedite the title and no one is returning my call. I called the dealership and the General Manager is out of town this week and no one covers his position while he's gone. I called *************** and they have my loan but also have not received the proof of title. They said it is usually 2-4 wks. Sadly i have made a payment on a vehicle I don"t have a title for. EXTREMELY poor customer care ,satisfaction, and lack of professionalism in not returning calls. I need the title in the next week due to traveling on vacation.

  Business Response

  Date: 07/12/2024

  Our admin spoke with customer yesterday. Customer resides in ********. Kentucky ******************** issued an interim temp plate. Customer is legal to drive. We reimbursed customer fee that Kentucky charges for the interim plate.
  
  Awaiting confirmation that customers title work will be sent by our third party out of state titling company to ******** this Friday. Kentucky should receive it by Wednesday of next week at which point customer will be able to go into their local county clerks office to complete the titling and registration process. Admin informed the customer that as soon as we have confirmation that the paperwork is on the way that she would call her personally.

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:09/12/2023

  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.

  So I had a problem with my older prius, dash illuminated red triangle at times. So I called Ed Martin Toyota to see what it would cost to tell me what was wrong with it since they were basically across the street from me. They said they would charge me one hr@$160 to find out problems and it would be up to be if I wanted to repair them. They read three codes and asked me if they could replace the inverter water pump, which I okayed. They told me it would cost $453 (parts and labor) to do so. I agreed, then they called and told me to come and get my car. I showed up and the bill was over $1100 which I did pay. I then went home and closely reviewed the bill. It seems they actually charged me for $160 ($160x3) for each code they found. The odd part is the first $160 has all three noted. Then they charged $160 again for the lose battery and $160 for cluster. Which was already determined from the beginning. Which seems absurd since I wasn't repairing the gauge cluster and the other one was a loose battery connection. Which I just had a new battery installed. The problem here is being changed $320 for what they say is to tighten a battery terminal and tell me a code that had to do with the cluster needing repair or replacement, neither did I do. So I then went back over and talked with the service adviser **** along with his boss and my neighbor since my english is not so good. The service manager told my neighbor if would stop talking, he could tell us why I was overcharged for the services. The neighbor simply asked is it going to change anything on this bill and he said "no". We then left as opposed to the confrontation getting any worse. They (**** and his Service Manager) did claim I had okayed being charged for the additional $160x2 to tell me about two other codes. The invoice clearly shows all three were pulled from the very beginning. I never approved of being charged for anything more than the inverter pump replacement. They acted as if this was completely normal and why was I even questioning it because I supposedly okayed. If I had approved of it then why would I even be asking?

  Business Response

  Date: 09/13/2023

  Mr. ****** brought in his 2007 Prius with a check engine light concern. ************** found 3 separate systems causing the check engine light. The technician then recommended replacing the water pump for the inverter system along with several maintenance items due to the high mileage of the vehicle. The technician also requested further diagnosis for the charging system due to low voltage codes with high voltage spikes and diagnosis for instrument cluster system due to loss of communication. Our service advisor contacted Mr. ****** and received authorization for $1,127.34. After repairing the inverter water pump the technician diagnosed the other 2 systems. He found battery cable loose and internal malfunction within the instrument cluster. The repair quote for the cluster was an additional $1,047.31 which the customer declined. The technician secured the battery cable, put the vehicle in check mode and tested the charging system again. Those codes did not come back. There was no additional fee for the charging system repair, only the original diagnostic fee that was authorized by the customer. His original authorization was for an estimate of $1,127.34 and his final bill was $1,133.99

  Customer Answer

  Date: 09/25/2023

  So in response to ED MARTIN TOYOTA. I only approved of the $450+ water pump job not the $1100+ they claim. I was never asked to approve of two more additional charges of $160 each for a technician to read more codes. If I was called to approved of $1100+ from the beginning I would have just picked up the car and went elsewhere. The same codes they are charging for are the same codes established with the first $160, so nothing new was obtained aside from the additional charges. I just received this letter from the BBB otherwise I would have posted a response within the allowed 7 days.  

  Customer Answer

  Date: 09/26/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  So in response to ED MARTIN TOYOTA. I only approved of the $450+ water pump job not the $1100+ they claim. I was never asked to approve of two more additional charges of $160 each for a technician to read more codes. If I was called to approved of $1100+ from the beginning I would have just picked up the car and went elsewhere. The same codes they are charging for are the same codes established with the first $160, so nothing new was obtained aside from the additional charges. I just received this letter from the BBB otherwise I would have posted a response within the allowed 7 days.  

  Regards,
  

  
  ******* Abloni

  
  

  Business Response

  Date: 09/26/2023

  Mr. ****** approved $1,127 with our Service Advisor over the phone. After he picked up his vehicle and paid the bill, he returned with a friend to complain about the amount. Our manager asked him, with our Advisor present, if he approved the $1,127 over the phone, he said that he did.

• Initial Complaint

  Date:07/18/2023

  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.

  On October 8, 2020 I purchased a Toyota Camry from Ed Martin Toyota. In the ************** I also purchased Guaranteed Asset Protection (GAP) and Key Replacement Program both from their third party vendor ******. On June 13, 2023 I traded my Camry and received a "Paid in Full" letter from Toyota Financial, I contacted ****** at ************ to obtain a refund of the unused portion of my GAP and Key Replacement coverages. ****** informed me that the request for my refund has to come from Finance at Ed Martin Toyota and that the earliest ****** can begin to process my refund is August 1 provided that the dealership gets the info to them. Ed ********************** has three Finance Managers - ***, ************* none of whom answer the phone. A copy of the **** Key Contract and the paid in full letter from Toyota Financial is attached. I want them to process my request with ****** ASAP so I can get my refund soon.

  Business Response

  Date: 07/19/2023

  *****,
  
  I am sorry that our finance managers did not respond to your call. Good news is: this can easily be remedied today. ***** handles our cancellations and she will reach out to you this morning. She will need proof of $0 balance on the *** loan so the refund premiums will be circumvented to you (as opposed to the lender, by default). Once she has that paper, we can process immediately and put this to rest for you.
  
  Thanks
  *************************
  General Manager
  Ed Martin Toyota
  Cell: ************

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/27/2023

  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.

  ** ********************** sold me a $30k used truck. A month later, the truck completely shuts down on the highway. The entire fuel system is clogged with metal shavings...$8,500 repair. I was informed by the RAM technician that this wasn't something that happened over night. It was a long time in the making. So either ** ********************** knew about the issue and sold me the truck anyway, or they did absolutely no inspections or diagnostic checks on the truck before selling it to me. Either way, that's shady business. So naturally I contact ** ********************** and ask if they can help me out. Take the truck back...fix it...anything. The response I get is "we'll give you $20k for the truck as is, or $27k after its fixed". I didn't think you had to worry about this sort if stuff with dealerships these days, but apparently ** ********************** is the exception. Needless to say I won't be doing business with them ever again! Almost 8 months later and I finally have the truck back. ** **********************s response has been "Your truck was covered under warranty. The long lead time was due to Chrystler supply chain delays". That response speaks for itself. So...just because it was covered under warranty, makes everything ok? Forget the fact that I had to pay for a rental car for 8 months. Forget the fact that I could have been killed when the truck shut down going 70 mph on the highway. Forget the fact that they they knowingly, or neglectfully sold me a $30,000 faulty vehicle....because it was "covered under warranty"!?!?

  Business Response

  Date: 01/27/2023

  ******************** bought a 2016 RAM1500 (with 122k miles) from us October 19th 2021.
  
  ******************** stated that we either did not inspect the truck or we knew that there was an underlaying issue before ********** to him. To address both concerns; we did an inspection and performed $1,612 in total parts/labor on that RAM1500 on 9/3/2021.  With that said, my technician would have had no way to notice the said issue that ******************** started experiencing for the first time 30-days post-sale. Attached is RO ******, showing our completed inspection.
  
  With those points stated, this matter was brought to our attention for the first time nearly 7-months (May 13th 2022) after the truck was purchased. ******************** did buy an extended warranty from us that covered the new transmission, but the delay was not fault of Ed Martin Toyota, it was that the Mopar parts were on back ordered at that time. I understand that the rental expense capped-out at some point before the part came in, but ******************** never called me to ask for assistance. Instead, he went directly to ****** to write a 1-start review. Mc. ******** repeated the inaccurate statements on that review that we did not inspect the car and/or intentionally sold him a vehicle we knowing was defective. Both statements are untrue.
  
  ******************** is requesting we purchase the vehicle back today (January 27th, 2023 for $27,000 because thats the value we offered him for the vehicle on May 20th 2022 (in fixed condition) [$1,734 less than the $28,734 he paid on 10/129/2021]. Not hearing from a customer for ******** since our offer, is not an acceptable timeline to he held to any offer. When an offer is made, it is held for 7-days, in this case Mr. ********* offer was 252 days ago, which cannot be honored today.
  
  Thanks
  *************************
  General Manager
  Ed Martin Toyota
  Cell: 317-385-9572hy here...

  Customer Answer

  Date: 01/28/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The statements made by Ed ************************ own General Manager in paragraph one are utterly and completely false.  I made no claims prior to purchasing the truck.  It was my impression, that the truck had been through the proper inspections and I was buying a sound vehicle.  Furthermore, the truck did NOT have 122k mikes on it.  It had 117k miles on it. How could Ed ********************** inspect, or make any repairs on the truck "prior to purchasing", if I didn't make the claim until the truck had broken down, 30 days later???  Not only is the general manager of an extremely large and well known Toyota dealer making false claims in efforts to cover their tracks, but the document he attached isn't even for my truck.  If this was a legal matter, that would be a crime!

  
  

  After the truck had broken down, it was immediately towed to the nearest RAM dealership.  It was only then that I had learned of the extensive damage, repair, That is when I contacted Ed **********************, hoping for some sort of assistance, at which time they made me the offer of $27,000 to purchase the vehicle once it was repaired.  The repair did take 8 months, mainly due to supply chain issues.  8 months that I had to pay for a rental vehicle.  The truck has now been repaired.  I immediately notified Ed **********************, and received no reply, at which time I filed my complaint here with the BBB.  So now that I have their attention, and have exposed their business practices, they are supplying false dates, making false statements, and supplying documents that are for a completely different truck, in efforts to dishonor their offer to buy back the truck, and cover up their wrong doings.

  
  

  The issue here is simple guys.  These are the types of business dealings and customer service that you would expect from a small corner "buy here pay here" type dealer.  People go to dealerships like Ed ********************** to avoid this very issue.  We expect that the proper inspections and repairs have been made and that we are buying a sound used vehicle.  That did NOT happen here.  The Chrysler technician who worked on the truck ENSURED me, that the entire fuel system being clogged with metal shavings is a condition that took place over several months, if not years, and that a single diagnostic check would have most definitely revealed abnormal fuel pressures and flow rates.  So that tells us, that if Ed ********************** didn't even take the time to do a diagnostic check, then they didn't take the time to do any physical inspections either.  Most likely an auction purchase that they plopped on their lot at a huge markup.

  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/21/2022

  Type:Sales and Advertising 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.

  We took my husbands car in to get the transmission and radio replaced. All repairs were covered under warranty. At first they were trying to make us pay $1200 over what the warranty department approved for the repairs. The next day they said they made a mistake and we now only owe $200 and some change. We eventually got them to see that we should not be charged more than our $50 deductible and they charged us $20 disposal fee for transmission fluid - so we got the price down to $70 total with the rest being covered by our warranty. We paid these fees and retrieved the car and thought that was the end of having to deal with them. Well, they decided to send us a bill for $200+ for something that supposedly wasnt covered by our warranty and this was done AFTER we had already paid for and picked up our car. This is confusing to me because they shouldve never fixed our car without getting approval for the ENTIRE repair in the first place. When we paid our $70 and got our car back with the completed repair we thought that was the end of this transaction. There is no reason we should be getting a bill in the mail for $200 and having people calling our home trying to collect money. To resolve this I would like for them to clear the NEW charges ($200+) they added to our account AFTER we paid for and retrieved our car from them, and I would like this in writing. I would also like to have a complete print out of what we had repaired and what was paid for by us and our warranty company in writing for our records.

  Business Response

  Date: 12/22/2022

  Please accept our apologies. There was a miscommunication between your *********************** and our advisor. We have spoken to them and made the appropriate corrections. Your bill is paid in full and the account is closed.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. My husband will be contacting them for written confirmation that our bill is paid in full and our account is closed. 
  
  
  

  Regards,

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