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:07/08/2025

  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.

  Cronin Toyota has falsely reported providing service to my vehicle to both Carfax and Toyota on 4/6/2021 and 5/14/2025. Ive contacted them multiple times and requested that they update all records so this is removed from my vehicle records as it could affect the value of my vehicle as I have significantly less mileage on my vehicle. My vehicle has never been serviced at this dealer. This dealer hasnt corrected anything and will no longer communicate with me.

  Business Response

  Date: 07/09/2025

  Mr. ******, please provide your Vin# and we will look into.  We do not control a 3rd party site and how they collect their data.

   

  Customer Answer

  Date: 07/09/2025

  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. 
  
  I have provided my VIN to the dealership 2 times via phone and 1 time via email to ******** *******. This matter was going to be looked into and never was resolved. Ive received no communication from the dealership since and my records all still show these false service dates. 
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 07/10/2025

  *****, for me to help I need your vin.  If not ill close the BBB Case.

  Thanks

  Customer Answer

  Date: 07/10/2025

  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. 
  
  I have provided my VIN now for the 4th time to your dealership.  I just responded to a text message from **** ********** with this information.  I am asking that this be resolved immediately. 
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 07/14/2025

  Please provide the **** We have asked for it in this form 3 times.  Is there a problem providing it?

  Customer Answer

  Date: 07/19/2025

  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:11/16/2024

  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.

  After buying a 2017 Toyota tundra we had it service oil change a couple times. Getting familiar with some of the people there we talked about how good Toyotas are are and started talking about oil. They said and was published on there website they use genuine Toyota oil. I was like thats what all Toyota customers want. Well a **** manager came in and took over at this dealership Id say and they changed there bulk oil to ********* oil to be competitive. I was ****** they have been putting NON genuine oil in my truck for over 10k miles. They changed there web site to (we at Cronin Toyota us approved) oil. Easy fix. There a scam and wouldnt get any service done there. Toyota genuine is Mobile 1 oil. Not *********.

  Business Response

  Date: 11/18/2024

  We certainly appreciate your concern and I believe you spoke with some of our managers months ago and we were able to clear up the verbiage on our website.  Can you please provide the *** of the 2017 Toyota Tundra to which you have had the oil changed at our dealership?  Our records indicate that you purchased a 2017 Toyota Tundra from us back in February, 2022 and that we serviced the vehicle prior to that.  I don't have any indication that the vehicle has been here since that time.

• Initial Complaint

  Date:09/27/2024

  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 my 2023 toyota sequoia from cronin toyota in may of 2024 for ****** dollars, including registration. I flew from ***** to ******* to purchace the vehicle. It has been months that i have been trying to have my vehicle registered in the state of *****. Countless misleads from the staff about having my vehicle registered. I understand for it to take maybe about one or two months but we are going into october now and i am being forced to drive around with expired temporary tags. I have spoke with numerous employees about trying to resolve my issue but i am always encountered with a different excuse. Some to include the blame on a 3rd party named regusa, and being told that they are processing it. Another excuse was that my vehicle inspection was being sent back from regusa. I check with the dealer periodically and i am only updated on the inspection if i call, when they need me to send another copy of it. My question is why was i not contacted the moment they sent it back? Why did i have to call and findout about it? ***** *******, the finance manager, told me yesterday that i was set to go to my local dmv and get my registration since it was already sent over; however when i showed up to the ***, i was told they have no record of it being sent over. Immediately the day after i messaged ***** about the issue and i did not get a reply. I spoke with a clerk at titling and registration and was told we are still waiting on regusa, and we have no way of checking status .I have also made attempts to contact the general manager and have left voicemail but i never got a reply at all. My finance source, navy federal, also needs to have the title sent over with time being if the essence due to the fact that my annual percentage rate will increase if it is not done at a timely manner. I hate for it to have come to this point but i officialy lost all patience as a customer, i tried being understanding and patient but it gets to a point where you lose trust and hope.

  Business Response

  Date: 09/30/2024

  The original copy of the *** inspection form was not signed by the inspector and therefore was not accepted.  In order to complete the process, the individual who performed the inspection must sign the inspection form. Then, it can be accepted, and titling can be completed. 

• Initial Complaint

  Date:07/21/2024

  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.

  I purchased a used 2020 Nissan Versa SV from Cronin Toyota/Nissan in April 2023; the body of the car appeared to be in like new condition, and I wasn't told that it had been in an accident before buying it; after calling another dealership to discuss trading the Nissan in on a new car, I was asked by the salesperson for the *** number; once he ran a check on my car, I was informed that the body had previously been damaged in an accident; had I had known that before purchasing the car, I likely would have either asked for a lower selling price, or not bought the car at all; I had been to 4 other dealerships, and at best was offered $5,000 less than what I owed on the car; I wasn't expecting to get the full payoff on my car when trying to trade it in, but I feel by not being told about the accident my car had been in before buying it is at least part, if not all the reason why I have so much negative equity now and am unable to make a trade within my budget; I would like to know if anything can be done legally to rectify this situation. Thank you for any advice you can give me. By the way, due to have chronic back pain, getting in and out of a small car causes more pain; I'm hoping to get a small SUV that would be easier to get in and out of, which would lessen the chance of pain while driving and getting in and out of my car.

  Business Response

  Date: 07/22/2024

  We can appreciate that the situation regarding retail versus trade values and current interest rates sometimes result in payments higher than expected.  We will always offer a CarFax to any potential customer if the request is made.  We do not have a return policy after so much time has elapsed, but we certainly would be interested in re-visiting the trade value and assist with securing the lowest payment possible on the customer's vehicle of choice.

  Customer Answer

  Date: 07/22/2024

  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,

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

  Customer Answer

  Date: 07/22/2024

  I just have one more question... do I wait until I hear from you again before going to the dealership to try and work out a deal, or since the complaint is considered resolved, go there at my earliest convenience?

• Initial Complaint

  Date:04/24/2024

  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.

  May of last year 2023. I had my car towed to Cronin Nissan to have the clutch replaced. They told me it would be $3000 to fix it and that they would use original Nissan part OE as they call them. I agreed to that and proceeded to continue to have the work done . I got the car back and it wasn't shifting properly. So I called them. They said that it was shifted the way it should. So I continued to drive the car . After 2 weeks of driving the car the clutch went out again. I had to have it towed and pay out of pocket for the tow back to Cronin. Their mechanic inspected the clutch and said that it looked like the car had been ran hard because the fluid was black . I informed him that my wife and I were the only two to drive the car and we didn't drive harshly in any way and that the car still never shifted properly .they said that there had been over heating due to a part was incorrectly installed as they found out but said they fixed it . So I drove the car believing it was fixed . A few weeks later it broke down again and I had to have it towed to ************************* Nissan in ***********. The Mechanic there informed me that the slave cylinder went out that Cronin had put in and that it was not a Nissan part and it failed and was installed incorrectly. They said they fixed it . I picked up the car . A few weeks later while on a trip to ******** the clutch went out again. I had to have it towed out of pic of again and taken to ************ Nissan . They informed me that whoever place the transmission back in the vehicle has put the splines of the transmission back in incorrectly. That the splines are supposed to be installed parallel with one another and that they had crossed them causing the transmission to fail . The transmission had no issues at all until they did this . They have refused to make this right. The car is now destroyed. It's repairs are over $10,000 They have refused to accept responsibility for their mess up. Georgesville Nissan has had the car towed

  Business Response

  Date: 04/25/2024

  Cronin Toyota has reviewed the claim and denies any and all.  There is only one way for said parts to be put in the car would not function at all.  Cronin was also not the last shop to work on this unit.  

  Customer Answer

  Date: 04/25/2024

  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. 
  

  I will not accept that response from Cronin . They fraudulently sold me and installed aftermarket parts that were no agreed upon. The parts failed and caused damage to my vehicle. The next Nissan dealership that worked on the vehicle after having it towed Twice for repairs after leaving Cronin Nissan was ************************************************************* in ******** ****. The service manager ********************* discovered the aftermarket parts that Cronin had installed.  Also that the parts were incorrectly installed as well.  They had also installed the splines of the transmission incorrectly when reinstalling the transmission that they had to drop to replace the clutch. They criss crossed the splines instead of running them parallel. This was discovered by another Nissan service department. It's all Nissan so they can say that it was another shop but the work was done in an affiliated service department while within the warranty period of Cronins fraudulent services rendered   . Now that the vehicle has been discovered to have more damage discovered by Georgesville Nissan due to the overheating from the splines being installed incorrectly they still deny any wrong doing . This was all their fault it started with their fraud and poor service. 

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

  Business Response

  Date: 05/13/2024

  The vehicle has been repaired at other facilities since it has been at our dealership.  The work we performed was under warranty, but we can not speak to or be responsible for what other mechanics have done after us.

  Customer Answer

  Date: 05/17/2024

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

  Customer Answer

  Date: 05/17/2024

  The only party responsible for the damages done to the Juke are Cronin Nissan. They knowingly used aftermarket parts instead of Nissan parts. They charged me for Nissan parts .and this is fraud. The only reason the Juke had to be worked on by another Nissan dealership is because the parts that Cronin installed failed due to them not being Nissan parts. This being the reason that it was at ************************* in ******** OH . After being towed there due to the work done at Cronin. This making their statement absolutely obsolete. Of course the car was taken to a different shop because the parts failed and my warranty only covers towing to the nearest shop. That being ************************* Nissan. . where the fraud was discovered. Plain and simple. They got caught. 

• Initial Complaint

  Date:09/29/2023

  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.

  I've been trying to cancel service contracts along with GAP protection for a vehicle that I purchased in July. I had to drive two and a half hours to their dealership on September 6th 2023 to get it cancelled. As of 12:59 on September 29th 2023 it still has yet to be cancelled. I am due around $8250 for the cancellation of these services. I do not have the exact number. But I'm tired of constantly being told they are in meetings whenever I try and call.

  Business Response

  Date: 09/29/2023

  Attached are the product cancellation documents, dated and signed by customer, that we processed on September 19th, 2023.

• Initial Complaint

  Date:01/11/2023

  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.

  Purchasing a used vehicle on 12/28/2022, they first tried to increase the price above what was advertised at cars.com. After making me wait in a weird way, they described the warranty included by the dealership, presenting it as if it were included and not mentioning that there would be a cost or that I had any option to refuse, which I would have done because the dealership is not near to us. They then rushed me through the paperwork, charging me just over what the cost would be without my downpayment. I contacted the dealership to request a refund, and no attempt was made to make this right or own their poor communication

  Business Response

  Date: 01/17/2023

  We reached out to the customer and she signed the documents to cancel the products that she purchased.  We informed her that we would cancel those products for her and that the refund would be applied to the loan balance with the lending institution.  Those cancellations have been processed and we believe the customer is satisfied.