ComplaintsforGreen's Toyota of Lexington

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  12/27/2023

  The customer came into the dealership and the service department did replace the tire sensor as its code was tripped, the light turned off as the issue was fixed, it was the battery in the sensor in the left front wheel gone bad, this requires the whole sensor to be replaced and each of the 4 sensors has a battery and generally speaking they all will go out around each other.

  The customer drove approx. 600 miles and came back in as the sensor light tripped again, this time it was the battery in a different sensor. We advised the customer per the attached Repair Order that this time the right front sensor was bad (we replaced the left on the last visit). We also advised the customer that the rear ones will probably need to be replaced soon as well as they are all independent. The customer has refused any further repairs. Our Service Manager has communicated this with the customers.

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have no idea what they are talking about in regards to me driving 600 miles before bringing it back in. They changed the sensor, the light came back on that same day, and we brought it back into them the very same week . I did not drive 600 miles between when it was changed and bringing it back in. That is an absolute lie.

   

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

  

  Business response

  12/27/2023

  We understand your frustration, after speaking with my Service Manager and looking over the Repair Orders here is what I see.

  10/25/2023 - 100,224 miles (Left front sensor was replaced)

  11/02/2023 - 100,842 miles (We advised that the right front was ready for replacement and customer declined)

  Here are the copies of the Repair Orders, the mileage and the dates.  This is not uncommon that the batteries all start to go out around the same time, these sensors are registered with a handheld tool that tells the tech which one is bad, if it was not bad the tool would not pick up the battery being out on the sensors. During your initial visit the tool was used on all 4 and the left front was needing to be replaced. The next light indicator was for the right front, which indicated that the battery in that one also went bad.

   

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I just got a second opinion on this matter. They checked every sensor and checked the tire pressure-all was perfect and they said there is no reason the tire pressure light should still be on. This business is corrupt and they are still trying to sell me a second tire pressure sensor when it does not need to be replaced.
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a new Toyota Tundra from Green's Toyota in Lexington on 06/29/23. After signing all documents, I was told there was only one key for the vehicle and I was given a paper (attached) that Green's owed me another fob and key because the vehicle was supposed to have two keys. I have called and returned multiple times and I was told they don't know when I'll get the key. If I were to lose my key, the vehicle would not be able to be used as I have no spare or way to have another one made. I feel that it has been plenty of time (5 months) since the purchase and I should have been given the key by now. If I owed Green's any thing or told them I would pay sometime later, they would definitely not give me this much time to pay. I don't want to be told when I "might" get the key. It has been more than enough time, I want the key now.

  

  Business response

  12/11/2023

  Hello ****,

      My name is ****** ***** the Experience Manager here at Green's Toyota. I checked with our service department, you should receive your letter from Toyota any day now as the key has become available for your vehicle December. We do apologize as communication on this issue has been fuzzy, it was not that the dealership was holding a key, it is a logistics problem receiving the keys from Toyota corporate. I will have ***** ******* reach out to you and get everything ordered and scheduled. Again, the remedy for your key is now available and ***** will be in touch.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16, I took my 2022 Toyota Avalon to Green's Toyota to replace a cabin air filter and diagnose road noises that appeared after I got my tires rotated. The service representative offered me an oil change as part of the 20,000 mile service, which I accepted. On the evening of October 24, the 'low engine oil' warning came up on my dash. I checked the oil levels and found the tank was almost totally empty. I spoke with an acquaintance who works locally in the auto industry and they said they've encountered multiple people who have also had a car serviced at Green's only to have it unexpectedly out of engine oil. I am filing this complaint to have it on record for other local consumers and in the hopes that involving an independent consumer advocate will prompt Green's to resolve the issue with my car and maintain better standards for future customers.

  

  Business response

  10/26/2023

  Good afternoon,

     My name is ******* "******" ***** with Green's Toyota of Lexington. I wanted to speak about the issue that Mrs. ****** was having with her service visit with us. I have spoken to the Service Manager and Director about the issue, the Tech seems to think that the vehicle has a cracked oil filter housing, it was 2.5 QTS low and was not empty. We topped it back off.

  After speaking with our Service Department about the issue, we will be happy to replace the oil filter housing at no cost to ******* ****** in an attempt to stop the leaking oil. She will just need to reach out to me at ###-###-#### so I can get this all scheduled.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Ford Edge on March 28,2022 drove this vehicle for less than 3 weeks before it started running hot. Took to the Ford dealership which is were I was told to take it. Since Toyota only works on Toyota even though they sell Ford. Was told it needs a new engine warranty wouldn't cover it they said it was a manufacturer defect. Toyota gave me a vehicle to use the first week after I kept calling about it no one was calling me. I finally went in the office that's the only reason I was given the loaner vehicle. Took them a week of going back in forth with Ford and the warranty place to figure out who was going to fix it. They say the warranty won't pay for a rental so now the vehicle the gave me I have to pay for. Toyota won't pay anymore, I have to pay for a rental, and is going to have pay my first car payment in two weeks. So this rental will probably cost close to my car payment. I shouldn't have to pay for a rental when I waS sold a bad car. It should have been fixed with no issues. Management has not called me,anytime I got updates it was because I called them. I sold my other vehicle thinking I had a decent vehicle. I feel like because I'm a African American woman I'm being taken advantage of. It's not right I work very hard this is a serious set back on me financially. I shouldn't have to pay for a rental for something out of my control. And for a vehicle I've had less than a month.

  

  Business response

  05/26/2022

  To whom it may concern,
  
   ******* ********** purchased a pre-owned 2018 Ford Edge Ford Edge (*****************) with 76,282 miles from Green’s Toyota on 3/28/2022. 
  On April 20th 2022 ******* notified Green’s Toyota of a mechanical issue, and vehicle was at Paul Miller Ford.
  ******* ********** purchased an extended warranty. At this time, out of good faith, Green’s Toyota provided ******* a vehicle while her vehicle was being diagnosed at Paul Miller Ford and submission of a claim could be sent to Premier Warranty Solutions and outcome of that claim could be determined. 
  Premier Warranty Solutions denied the claim. With most warranty policies, rentals are not provided unless there is an approved claim, which is the case in this situation. Green’s Toyota provided a vehicle at no expense to ******* for approximately one week.
  
  

  

  Business response

  06/08/2022

  To Whom it may concern,

  
   Green’s Toyota stands by our previous statement and will reiterate, with most warranty policies, rentals are not provided unless there is an approved claim, which is the case in this situation. Green’s Toyota provided a vehicle at no expense to ******* for approximately one week. If it was an approved claim, Premier would have only provided a rental for three days.
  
  In addition; *** ******* (Claims Representative with the local Progressive Insurance Company) informed us that ******* ********** was involved in an accident on 5/6/2022, in the vehicle that ******* rented from Green’s Toyota. *** shared with Green’s Toyota that ******* hit another vehicle at the intersection of Upper and West Sixth. *** also provided pictures that were provided by the driver of the vehicle that she hit. 
  ******* did not mention this accident to Green’s Toyota at the time she returned her rental, not disclosing the accident and damage violated section 4 and 13 of the rental agreement that she signed. ******* attempted to perform repairs to cover up the damage from her accident.

  
  Green’s Toyota will, at this point, share this information with ********* insurance company and exercise our legal options.
  

  
  

  Customer response

  06/09/2022

  
  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.I didn't however hit anyone I have a witness to the supposed incident. 
  
  Sincerely,
  
  ******* ********** 

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