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:05/26/2025

  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.

  I have bought several cars at Toyota of Hopkinsville and never had an issue. I came to buy another today. I specifically asked for my credit to ONLY be ran by ONE specific bank and the salesman proceeded to run my credit by 5-7 different banks without my knowledge and/or approval. I distinctly asked for that NOT TO HAPPEN. Then the salesman began to argue with me, calling me a liar, and continued following me around the parking lot after asking to be left alone. Its unprofessional, unethical, and slightly illegal to do that when no paperwork was signed and verbal instructions were given to do polar opposite of what was done.

  

  Business Response

  Date: 06/09/2025

  To Whom It May Concern: 

  Ms. ******* visited our showroom on 05/26/2025. She proceeded to go through our purchase process which includes gathering personal customer information to secure financing. The salesperson followed the process for securing this information and we attempted to secure financing with lenders who specialize in certain credit situations. Ms. ******* agreed to have her credit checked during her purchase experience and she acknowledged that in her discussions with the general manager. Once Ms. ******* the lenders informed Ms. ******* that financing could not be secured, she was not happy and proceeded to become very belligerent with sales staff and sales managers.  On May 27th, the dealership general manager reached out to the customer and has been in regular contact with Ms. ******* on the following dates: May 28th, 29, 30th and June 2nd and June 5th, 2025.

  He has issued a verbal and written apology to Ms. ******* and her mother concerning their perceived mistreatment and miscommunication of the purchase process. She has requested that our general manager locate her a vehicle that suits her needs and he agreed to do so, and she would secure her own financing with a local credit union. She has asked the general manager for a letter to send to the respective credit bureaus to dispute her inquiry, we are willing to assist, but we have explained to her that the credit bureaus will only accept specific customer information from the consumer. There has not been any other communication since Thursday, June 5th, 2025.

  Respectfully,

  Toyota of Hopkinsville

• Initial Complaint

  Date:04/09/2025

  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.

  Purchased a 2019 Prius Prime on 1.2.2024. The dealership would NOT credit the used EV tax Credit to the purchase price. A red flag I should have seen, but *** mention I would have to deal with it on my taxes, and the paperwork on their side had completed during a verbal follow up. I asked multiple times because I had to follow up multiple times to get a spare key which the car should have came with along with the *** extended warranties that took extended amount of time to receive. I did not receive the Used EV tax credit on purchase. The vin was not eligible during processing my taxes. And the dealer gave my many invalid reasons why now that they could not submit the **** Nobody know what the *** portal was, I was told the car wasn't made in *******, and so on, and so on.. NOW They are saying its not eligible because it had a previous owner and I am not the second owner. I would have not purchased the vehicle if they explained this on day one. I was misled multiple times. Over the phone they mentioned this is one of the cleanest cars and the front bumper had pealing paint. And I was lead to believe they filed the paperwork needed so I wouldn't be spending hours doing their job, finding they didn't submit the paperwork to the *** portal, and finding out that the vehicle has an underlying issue to keep it from having a valid vin sublimation to the *** portal. I VALUE THE TOYOTA BRAND! and would never expect for a facility of theirs to be ignorant and nescience and mislead their customers.

  

  Business Response

  Date: 06/03/2025

  To whom it may concern,

  We have spoken with Mr. ******* by phone and via e-mail. We have provided Mr. ******* with the information below that we received from the **************************.

  This is the information we provided Mr. ******* in April, 2025. The starred ****** requirement is the requirement that the vehicle Mr. ******* purchased failed. 

  According to the **** of Energy:
  
  Qualified Vehicles and Sales

  
  To qualify, a vehicle must meet all of these requirements:
  It must be made by a qualified manufacturer.
  Note that fuel cell vehicles do not need to be made by a qualified manufacturer to be eligible. See Rev. Proc. 2022-42 for more detailed guidance.
  It must have a sale price of $25,000 or less.
  It must have a model year at least two years earlier than the calendar year when you buy it. For example, a vehicle purchased in 2023 must be a model year of 2021 or older.
  It must not have already been transferred after August 16, 2022, to a qualified buyer.  ******
  It must be for use primarily in the **************
  It must have a gross vehicle weight rating of less than ****** pounds.
  It must be an eligible fuel cell vehicle or plug-in electric vehicle with a battery capacity of least 7 kilowatt hours.

  Respectfully,

  Toyota of Hopkinsville

• Initial Complaint

  Date:03/11/2025

  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 am formally filing a complaint against Toyota of Hopkinsville regarding its failure to honor a promised referral incentive.I visited the dealership after receiving a promotional mailer claiming I was a winner. However, upon arrival, I realized it was merely a tactic to attract potential buyers. While there, I was assisted by a sales representative named **. During our conversation, he mentioned that if I referred someone who purchased a vehicle, I would receive a $500 referral reward.The staff had been incredibly kind and welcoming during my visit, which left a positive impression on me. That experience made me think of my cousin, who was in urgent need of a car, and I wanted her to receive the same great service I had encounteredeven though I wasnt purchasing a vehicle myself.Two days later, she traveled nearly two hours to Toyota of Hopkinsville, and I personally accompanied her to meet **. That same evening, she purchased a vehicle and paid a $500 cash down payment.Despite *** clear assurance, he has since become unresponsive regarding the referral reward.This practice is both unethical and misleading. It is unacceptable to change the terms of an agreement after my referral resulted in a successful sale and a direct financial gain for the dealership. Additionally, ignoring my follow-up inquiries is entirely unprofessional.I request that Toyota of Hopkinsville honor its commitment and provide the $500 referral reward as promised. If this matter is not resolved promptly, I will escalate my complaint by filing reports with the *******************************************************, the ************************ (***), and the *********************************. I will also share my experience on consumer review platforms to warn others about these deceptive practices.I appreciate your time and prompt attention to this matter.Sincerely,******* ******

  

  Business Response

  Date: 03/14/2025

  To Whom It May Concern: 

  We have issued the referral fee to Ms. ******* Our third-party marketing sale team promised the referral fee, not Toyota of Hopkinsville, but we have honored the promise, since we did hire the agency.

  If you have any other questions, or concerns, please feel free to reach out. 

  ***** M. ********

  Sales and Leasing Manager

  Toyota of Hopkinsville

   

  Customer Answer

  Date: 03/16/2025

   
  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:02/22/2025

  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.

  Toyota of Hopkinsville sends out ads via the US postal service with a lottery style game claiming there are multiple prizes to be won and if you're "lucky" enough to win one of said prizes you must call and register your prize with the provided number on then ad but when you call the dealership about it you must report in person not to claim your prize but further "match" your numbers with their's. I received one of these ads in my mailbox and I matched my numbers on the ad saying I have won $3,000 in cash. I call the conformation number as laid out on the ad paper, but when calling the dealership to claim my prize I have to go to the dealership and try to match more numbers to "potentially" win a prize that is not guaranteed to match what I originally "won" on my ad paper i received via the US postal service. I feel as if this is false advertisement. I am not the only one who has had this same feeling. There are numerous reviews on their ****** page stating similar situations have happened to many people.

  

  Business Response

  Date: 03/14/2025

  To whom it may Concern,
  Thank you for reaching out and sharing your concerns. At Toyota of Hopkinsville, we take all customer feedback seriously and strive to provide a positive and transparent experience for everyone who visits our dealership.
  We sincerely regret that your experience did not meet your expectations. The third-party promotional materials are designed to be engaging and informative, and we always include the necessary disclosures to ensure clarity and compliance with all applicable laws and regulations. It is never our intention to mislead or cause frustration to our valued customers. All rules and disclosures are printed on the materials for full transparency. Therefore,as with any other game of chance, the odds are printed and there is no guarantee of winnings.
  Thank you again for your time and feedback.
  Sincerely,
  **** *****
  General Manager
  Toyota of Hopkinsville

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22977323
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 03/19/2025

  Toyota of Hopkinsville doesn't see the problem with the scam they are running. They have multiple reviews on ****** with similar experiences like I had but they continue to use this scam. No where on the flyer did it say I have to go to Toyota of Hopkinsville and re-enter another lottery. On the flyer it gave clear instructions on matching the number that I had to the number on the paper and call the number listed on the flyer to confirm my reward which was $3000 USD and then go to Toyota of Hopkinsville to claim my prize but when I got in touch with Toyota of Hopkinsville they had a **** poor professional attitude and told me that there was no prize according to the scam but I could bring my number in to the dealership and try again. This is not only a scam to get people in to their dealership but it is false advertisement.

  

  Business Response

  Date: 03/20/2025

  To Whom It May Concern,

  
  Thank you for reaching out and sharing your concerns. At Toyota of Hopkinsville, we strive to ensure clear communication in all promotional events, and we regret any misunderstanding regarding the recent marketing campaign.
  This campaign was organized and funded by a third-party marketing agency, which also handles the prize verification process. As stated in the promotions terms, verification must be completed in person with third-party representatives at the dealership. Toyota of Hopkinsville does not determine prize eligibility or bear liability for satisfying winnings.

  We understand your frustration and appreciate your feedback.We will share your concerns with the marketing agency to improve transparency in future promotions.

  
  Sincerely,
  **** *****
  General Manager
  Toyota of Hopkinsville

  Customer Answer

  Date: 03/21/2025

   
  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,
  
  **** ******

  P.S. I will be giving Toyota of Hopkinsville a low rating on ****** and the BBB for the lack of responsibility for the mailers that are being sent out in your name. You should know by the many ****** reviews regarding the same issue that it is a problem and you have made little to no effort into fixing the situation. The only reason I am accepting this response is because I know you're not going to accept and responsibility and I'm tired of wasting my time with you. I hope you all at the dealership have the daybyou deserve.

• Initial Complaint

  Date:03/10/2023

  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 purchased a 2012 F250 through *******. When I bought the truck I had noticed that there was a few things wrong with it during the test drive. 1. The my key technology was turned on. 2. The passenger side window switch was malfunctioning. 3. When I was rolling down the window the speaker on the driver side stopped working. ******* told me that I would have to take the truck to ************** and have them do a diagnostic and send him a quote on the repair. **** at Pennyrile spoke with ******* on 1/10/23 and got the okay to do the diagnostic. I scheduled the appointment with ********* to have the diagnostic done which was 3/6/23 **** said that she had the okay to do the diagnostics so I was under the impression that it was being taken care of. When I bought the truck ******* said to come back with the quote after I got it and we would do the We Owe at that time. After getting the quote, **** from **** contacted ******* with the cost of repairs and the diagnostic and ******* then changed his story and refused to pay the diagnostic cost because there was nothing on the We Owe that he had yet to draw up for us. This caused **** to refuse to release my vehicle until they received payment. I came in to speak with ******* and **** today about this issue to try to get this resolved and **** refused to come talk to myself or my wife saying he was in a meeting. When **** was confronted about not speaking with us by my wife he became very rude and hostile towards her. Telling her that he wasnt doing anything regarding this and that this was ******** problem to deal with. They then tried to give us a check for ****** and then ******* offered to cashapp me 100$ out of his money to fix this. Nothing was fixed on the vehicle and that only would have cover half of the diagnostic costs. Now Im out of pocket 586$ to cover the diagnostic costs.

  

  Business Response

  Date: 03/17/2023

  Resolution had been reached prior to receiving notification of the BBB complaint. Customer received the original check offered; however the General Manager approved reimbursement of the remaining customer costs and a secondary check was issued and mailed to customer. We appreciate the feedback and the opportunity to assist in the resolution of the customers concern.