ComplaintsforVictory Toyota

• Initial Complaint

  11/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In August, I placed a $1000 deposit for a new 4Runner at Victory Toyota. On Sept 14, I got a call from a sales person telling me that a vehicle almost identical to the one I had placed a deposit on had become available, with the ONLY difference being an extra option of third row. My wife & I went to the dealership and agreed to purchase the car. Hours into the process, after the loan had been approved & after we had agreed on a trade-in value for my old car, I find out about an extra $650 'protection package', which includes items such door guards, nitrogen for the tires, & wheel locks. I told the sales person I didn't want it, & that he had not disclosed that to me when he called me earlier. He said there was nothing it can be done, as the package had already been installed. I was upset about it, specially when I later found out that this 'protection package' is added to any vehicle they have. There is no justification for why this was not disclosed to me. Furthermore, the true value of this package is certainly below $100. It is a major rip-off . I was then confronted with the choice of walking away from the deal or to continue, which I did. Later on, I found that the second key was misplaced. For nearly 2.5 weeks, I was told that they found the key and they would ship it soon. This never happened, and I had to return to dealership to have a new key made. In my opinion, the second key was lost in the rush of getting the protection package in the car. I also never got the original Monroney label. When I talked to the costumer service person, he told me that, as an act of good faith, he would send me a check with the cost of the roof cross bars I bought from the dealership. After waiting for 3 weeks, I asked about the check. I never got a response, my emails have been ignored. I have heard lots of complaints about this place. Some of this practices are so shady. I hope this review helps others. I will never return to this place again.

  Business response

  11/18/2021

  Due to the current lack of supply and high demand of most all Toyotas and all manufacturers for that matter,  the clients order was placed in August was among many placed for the specific model and trim.   The norm has been 4-6 months per order if very specific and Japanese built units.  Many clients are very specific about their orders, however if a client drops the opportunity to finalize their transaction when their order arrives, we reach out to those whose orders are close to that which we have and give them an opportunity to make a purchase decision sooner rather than later even though it may not be exactly what they requested or reserved.  We start with oldest orders first and make are way through the waitlist.   

  Mr. ******** was called by our product specialist and given an opportunity to purchase this available unit.   The clients wait time essentially was 3 months shorter than most should he accept the vehicle.  He then proceeded to make an agreement with us on the vehicle with all applicable fees taxes and additional equipment disclosed.   If displeased, we really just prefer the client decline to take advantage of offer and wait for their special order to arrive. 
  

  Regarding the lost key and time spent to order and program and complete, we are disappointed and feel looking back we should have just completed the preparation prior to delivery.   

  We will continue to address these challenges and include them in our training to insure that we provide the best service possible.   If there was an agreement to reimburse the client for items or equipment purchased, we would have an order for a check and we can inquire with our accounting office as to its location.  

  Customer response

  11/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16110363, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  The manager's response shows again that either he is not familiar with all details of the complaint, or does not care to be, and certainly that he did not carefully read my complaint to BBB.

  Specifically, when the manager states "...  He then proceeded to make an agreement with us on the vehicle with all applicable fees taxes and additional equipment disclosed." 

  This is factually wrong. The agreement had been made (including the loan secured) and only THEN was the phony $650 "Protection Package" disclosed.

  This package is applied to most cars at Victory Toyota, so there is absolutely no way that when the sales rep told me "The only difference compared to your order is the third row", that this omission could be an honest mistake.

  For the record, I did receive the check in compensation for the time I lost with the second key ordeal ($191.33).

  Had I not made a complaint to BBB, I am positive I would not have received the check either, as I stated earlier (multiple emails ignored).

  Their reputation for shady business practices, as I later found out, is notorious.

  At this point, and to have this complaint resolved, I wish that staff at Victory Toyota does not contact me again, through any means (phone, text, or email).

  I simply do not want to have business with a company that has been so consistently unreliable, untruthful, and disrespectful of my time.

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

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/11/21: vehicle listed for sale 7/19/21: I sent a text inquiry regarding the highlander having been in a previous accident and wanting to see a real photo of suv. 7/20/21: rep emails me a video of them showing me the highland and what “ amazing condition its in” 7/21/21: husband test drives the highlander and makes salesperson aware the AC isnt working nor trunk hatch. The salesman says this is a easy fix- should be a few days maybe a week max. Proceeds to sell my husband and mom the car. ( also hard hitting both of their credit several times after being told in text that i can screenshot they wanted to only run once to get the best rate) 7/23/21- we begin inquiring on a actual time, no one will solidify nor confirm what is happening with the vehicle. 7/28/21- still no clear answer nor time for pick up I send Brad a upset message asking what is going on. 8/5/21 being told there are more issues that werent disclosed & need to be fixed.

  Business response

  08/18/2021

  I have received an email from your office regarding a customer by the name of ******* ******. It was brought up to my attention that she was unhappy with the service she received here at the dealership due to lack of commination upon me receiving a phone call from her on the first week of August. I assured her that the vehicle was going to be fixed and all things promised to be taken care of and apologized for our lack of communication. I told her that vehicle was in its final stages, and we were just waiting on certain parts that where delayed in arriving due to a nationwide shortage. She appreciated me explaining everything to her in depth and she stated that all she wanted was to be kept in the loop. She then picked up the vehicle on the 2nd week and the family was please to finally take delivery and everything to be working as promised.

  Customer response

  08/18/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 15731831, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

*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. ↩