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:07/13/2025

  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.

  I purchased a certified preowned 2021 Toyota sienna from **** Anderson, Toyota of Asheville. They committed to sailing me a car that was under a 160 point inspection by their service department . I spent ********* on the vehicle including fees and taxes. Turns out the car has flood damage, mud lines in the engine and under the car, all over the power steering, black mold inside the vehicle , and other issues. I went to the dealer to discuss my concerns and we were told that there is no way the vehicle has been in a flood and that it is only dust and that they would bleach from the car to remove the smell. They proceeded to offer as a $24,000 trade-in value and then A follow up offer of $34,440 trade-in value. We expect a trade-in for equal value of what we put in including taxes and fees, and to receive our money back or a car of equal value. We would like lawyer fees to be covered, fees to mechanics to be covered for diagnosis, and fees considered for the injustice and health issues related to stress and riding around in black mold .

  Business Response

  Date: 07/15/2025

  We have looked at the Van here with three mechanics who did not find signs of flooding. We offered the customer what she paid for the ****** but wanted us to purchase the car back. **** Anderson can give her the sales price on a new Sienna if she would like. 

  Customer Answer

  Date: 07/15/2025

   
  I am rejecting this response because:

  they offered 3000 less than I paid

  Business Response

  Date: 07/16/2025

  
  
  
  We received our new allocation today. Here are the specs on the Sienna due in 41 days, if you would consider this one.
  
  

• Initial Complaint

  Date:05/13/2025

  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.

  On December ******* I purchased a 2025 Toyota Rav 4 from this business. I was told I would be going through Toyota financing as I had done before , but then it ended up being ******* one Financing which was fine because I was told that they had a special and their rate was lower than Toyota could offer me at that time which was 6.49%. They did NOT however tell me that they had applied for me at several different companies - had I known I would not have authorized because now I have 6 more hard inquiries on my credit report which has hurt my rating . I did not know until I started getting letters of apologies from companies that they couldnt loan to me. I thought they would come off after 3 months , but now I understand they could be in there up to 2 yrs!!! They should have informed me and asked my permission yo do this and I want them if possible to have those inquiries removed from my credit report - they can contact those companies - also, some kind of action that this doesnt happen to anyone else - they should be required to ask permission before running it through so many companies - they did thus just to sell a car !!! I will never buy another car from them , just because they are not ethical .

  Business Response

  Date: 05/22/2025

  In reference to the above Complaint. we Submitted the application to those banks to help get the best rate and term for our customer.

   

• Initial Complaint

  Date:04/23/2025

  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 new vehicle August of 2024. After repeatedly reaching out to the dealership I still do not have my title over 8 months later. They took over two months to even submit paperwork and it was riddled with mistakes. One of those was putting the lien with a bank I have no auto loan with. I have tried to reach to that bank to find the title (as titles are sent to the lien holder in *****), and have repeatedly asked for the dealership to correct this issue arising from their mistake. They have made no steps to correct their mistake.

  Business Response

  Date: 05/08/2025

  Our manager **** ******* has taken over on this for Mr ****** and has been in contact with him. WE will have this fixed very shortly and appologize for any 

  issue this might have caused Mr ****************

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  I have received a response from the business.  They are in the process of reissuing the title.  I still do not have my title, but they state I should in the next few weeks.  

   

  Thanks

   

  ******

   

   

  
  

• Initial Complaint

  Date:08/21/2024

  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 took my 2020 Toyota Highlander to **** Anderson Toyota June 27th for diagnosis of a whining sound.-Technician, *****, identified a failed front differential-transfer unit, a $6,000 repair -The customer service **** Sneydi, took my warranty to call the warranty company. She returned to say the warranty company will cover the repair and cover a rental car, but the warranty company must first come out to do their own review of the car. -I was told I had to leave my car at Toyota and could not drive it or I would void the warranty.-Fast forward to August 16th:1) Toyota has had my car approx. 51 days, 2) My car is still not fixed,3) I'm told it's not the transfer unit after all, but is the transmission, 4) The transmission is on back order, I'm 38 in line for that transmission,5) Toyota wants me to pay for the rental car (in addition to my deductible) approx. $45/day and is passing off all blame on the warranty company. 6) This appears to be a possible scam in that Toyota is charging for one repair (the transfer unit) without ever being transparent that it could possibly be a different problem (the transmission) which would obviously take longer to diagnose and repair, and then saying they need to make a different repair (so collecting payment twice from the warranty company and trying to collect for the rental car from me). -Additional details: The warranty company provided authorization, and a week went by until I was able to return and pick up a rental car. Toyota wants to charge me for a rental car after they said it was one repair and it turns out to be another, because the warranty company maxed out their days around 20 (warranty agreement says five days which is a joke as it took them longer than that to get the right part to Toyota-I will file separate claim for that issue). Toyota notified me that the wrong transfer unit part was sent. The second part came later and did not fix the sound. Hence, need a transmission.

  Business Response

  Date: 08/28/2024

  The vehicle was brought to our facility on 6/27/24 with a complaint of a loud noise under acceleration. The noise was quickly identified and diagnosed as an internal issue of the transfer case assembly. We contacted the vehicle's extended warranty company, which sent an inspector and confirmed the diagnosis. The extended warranty company opted to supply the part with a used unit. Approximately two weeks later, the part arrived, but it was determined that the part was not for this vehicle. We contacted the extended warranty company again, and another used part was ordered. Another two weeks went by, and the correct part arrived and was installed within two days of arrival. The initial concern was corrected, but another noise was heard. Upon further investigation, a noise from the transmission assembly was found. The extended warranty company was contacted, and we expressed concern about using used parts to repair the transmission, enough that they elected to use a dealer-supplied remanufactured transmission, which was placed on backorder. The customer and extended warranty company were notified. The extended warranty company refused to provide any additional assistance for alternative transportation. As a good gesture, we offered to cover some of the rental charges that the warranty company did not cover. The customer was unhappy with the idea of paying for a rental and was advised to contact the warranty company for additional assistance.
  
  
  
  

  Customer Answer

  Date: 08/31/2024

   
  I am rejecting this response because:
  Toyota has been dishonest. They had my car for 51 days! The repair they made did not resolve the problem, they admitted to the warranty company it was a mis-diagnosis and then lied about it later and said it wasnt a mis-diagnosis, although they admit in an email they spent more time diagnosing the issue the second time which would indicate they werent confident in their first diagnosis. The car is making the identical sound it made when we dropped the car off, nothing has changed with the sound so they lied about that as well. We have no way of knowing if the transfer unit in the car was even replaced, better or worse than the transfer unit that was in there originally, they refused to return the transfer unit to the warranty companys part vendor upon request. They admitted the part company sent two, and the warranty company finally told them just to scrap them, so they got free parts out of the deal. They are still charging for the transfer unit repair even though it didnt fix the car. They now claim that they are needing to replace the transmission, which they say is on back order and we were 38 in line for the transmission.  I dont feel safe driving the car with my children in it, knowing that the transmission could be failing. I was also informed by the service manager that this transmission is the same exact transmission that is part of a service bulletin for previous years on this transmission. It appears that they could have called me and had me pick up my car and drive it if it truly is safe to be driving right now, but they never informed me of that and continued to have me drive a rental car rather than pick up my car. They continuously told me the warranty company had extended my rental coverage so I didnt know I would be paying for a rental. They had me sign the rental agreement on a digital device so dollar amounts were not even obvious at the time I signed the rental agreements

• Initial Complaint

  Date:08/10/2024

  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 bought a used truck from **** Anderson Toyota Asheville on May 25th; 77 days ago. They still have not provided the info to the *** which they were supposed to do within ******************************************************************************************************************************** tag the vehicle. I have already been fined and the tag has been revoked by the state because the tag has not been transferred from the trade in to the new vehicle. I have tried to contact multiple people including the sales manager and people in finance including the finance manager but most still have not retuned the phone calls or text messages. The sales manger called on 08/09 and said hopefully they will receive the title next week. I paid almost ****** cash and traded a new 2024 ******* the check was cashed days after the sale and the ****** was sold 3 weeks after the sale. Currently I cannot drive my vehicle and have no timeline as to when this will be solved.

  Business Response

  Date: 08/27/2024

  I have been in contact with ****** recently  and should have the title here from the auction this week and will get it expidited for her also. in speaking with ****** she also mentioned about a issue the vehicle might have and we will get it here after the tag is taken care of and take care of that also. 

• Initial Complaint

  Date:05/02/2024

  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.

  I bought a 2024 Rav4 on 5April2024 . The sales and finance were routine. The problem is the registration/title completion and filing to the ***** has been a nightmare. It's been 30 days now since I bought the car and still no registration , which was included in the price, DMV has no record yet. I went over twice and the second time gave the information to the Finance Manager as well as correct my city address and zip and he said the address is corrected and talked to the title manager and it will be 10 days. After 30 days DMV said I can call ***** law enforcement and report it to them. I just want my registration and address corrected to Arden *****

  Business Response

  Date: 05/02/2024

  We have spoke to the dmv tag office and ************* registration card with the correct information will  be at our 

  dealership tomorrow and will get it to him asap. i have also called and left a message for *********** to let him know also. 

  sorry for the delay and it will be taken care of. 

  Thank you 

  **********************;

  General mgr Fred Anderson Toyota of Asheville

   

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you *****
  

• Initial Complaint

  Date:02/23/2024

  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.

  We recently purchased a used 2020 truck from a dealership in Asheville, NC. Before bringing the truck home the salesman said that he had a hard time getting gas in it. We found that to be true when we tried to put gas in the truck. We spoke to the dealership and they said after arguing with us that there was something they would try to fix it. My husband told them not take anything off the truck that would cause any error codes. Whatever they did, we now can get gas in the truck, but an error code has now popped up.Error code P0440 FMI:0 Evaporative Emission Control System Malfunction. We know this because we took it to another mechanic to find out what the dealership had done. We called the dealership and told them to put back or fix whatever they did to the truck. They said they would pay for half of $300.00 to fix what they did. I believe they tampered with something with the emissions to make the gas pump freely. I believe it insane that a large dealership would sell, and tamper with a truck with emissions problems.

  Business Response

  Date: 02/26/2024

  We are not sure what the customer is asking for. the vehicle was sold as-is does look like she purchased a extended warranty also . please let us know what is being requested 

  thank you 

  Customer Answer

  Date: 03/02/2024

   
  I am rejecting this response because: 

  1. The truck was sold with the dealership knowing there was a emissions issue.

  2. The dealership said they were going to "try something" to fix the emissions problem which caused the error code on the truck.

  We would like the truck emission problem fixed the correct way, which would result with no error codes or EPA issues with the truck. We would like reimbursement and cancellation of any warranty which would result in us utilizing them for maintenance of our vehicle. Trust for honest dealings with this company has been diminished. Thank you

  
  

  Business Response

  Date: 03/06/2024

  Please let me know when is a good time for you to get the truck to us to get it inspected? 

  thank you 

  Customer Answer

  Date: 03/08/2024

   
  I am rejecting this response because: They want to inspect what exactly? Do they want to cover up what they did? No, we would like a neutral party to take care of the issues that they created. We would also like the warranty canceled, because we would never trust them to do maintenance work on this truck. Thank you
  
  

  Business Response

  Date: 03/15/2024

  we would be glad to have a third party look at the truck. *************** ram can look at it and coordinate information with the customer and ********************* our used car director to ensure we can get a answer and hopefully it be fixed. also the extended warranty can be canceled and ********************* can help with that . i have sproken to him today  and hes ready to help in any way. our goal is for this to be taken care of and the customer be happy with there vehicle and hot have a issue with it any more. 

  i hope this will take care of the need at this time 

  Thank you 

  **********************;

  General mgr 

  also my email is ***************************************

   

  Customer Answer

  Date: 03/20/2024

   
  I am rejecting this response because: I would prefer for this matter to remain open until the problem is fixed. We accept their resolution suggestion, and will be contacting them this week. Thank you
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  The dealership has poor customer service and satisfaction i brought a brand **** Camry Monday this week already had a tire issue and not gotten to drive to car only from dealership not sure salesman (*** ) is qualified to handle problems that arise ! Total run around

  Business Response

  Date: 12/28/2023

  customer ran over a road hazard but as a gesture of goodwill, it was fixed at no charge. 

• Initial Complaint

  Date:11/20/2023

  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.

  Recall notice aprox 2 mos ago and have made numerous attempts to schedule work with no response from this dealer.The notice states that this problem will cause other problems if not rectified.

  Business Response

  Date: 11/29/2023

  we have made contact with the customer and have scheduled her recall appointment. 

• Initial Complaint

  Date:09/15/2023

  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 bought my certified used 2017 Toyota Tundra from Anderson Toyota of Asheville on 2/1/22 with 27k miles on it. The truck was purchased with a lift as a Toyota Certified Pre-owned, as per all of our paperwork. Toyota has a buy back guarantee on their Certified Pre-owned vehicles. We also purchased an 8 year 125k mile warranty that is only available for Certified Pre-owned vehicles. On 5/24/23 with 40k miles we needed to use that warranty to fix a bearing and housing issue in the front end. We were surprised to learn that the truck should have never been certified due to the lift(which was already on the truck when we bought it) and our claim was denied. **** Anderson Toyota proceeded to decertify the truck without permission and downgraded the warranty to 6 years 72k miles after they were told that we needed to review the change and would get back to them. We opened a case with Toyota Corporate on July 11th 2023 and they state that the truck was never certified on their end. **** Anderson Toyota offered $600 compensation on the difference of the warranty(which we declined and did not give authorization to proceed with the change, as we were still in talks with Toyota Corporate). The truck now has 42k miles on it and is back in service to replace the same bearing, housing and now an axel after ***** miles since the first repair. **** Anderson has now offered trade in on the truck that now has a service record and is also no longer Certified Pre-owned(this offer has also been declined). Lets do the right thing now and give me the option I should have had, before you wrongly decertified my vehicle and buy it back under the buy back guarantee attached to Toyota Certified Vehicles (since thats what I purchased). I would have never purchased this lifted truck had it not been for the certification. They have misrepresented my vehicle, falsified and backdated documents, and attempted to mislead me into solutions that only benefit Fred Anderson Toyota of Asheville.

  Business Response

  Date: 10/04/2023

  This vehicle was inspected and purchased by the consumer over a year and a half ago.  Any mechanical issues have been covered just as if the vehicle had been reported as certified.  In an effort to resolve the consumers complaints, we have offered SEVERAL options that we feel are very reasonable and have be met with zero flexibility from the consumer with respect to resolution.  Our offers for resolution are: 

  1. Pay to have a lift kit installed that will allow for the factory Certification to be placed

  2. Re-Purchase the vehicle at current market value, understanding that the consumer has benefitted from years and miles of use.

  3. Assist in a trade out option here or at their local dealership

  4. Insure the vehicle with a service contract/self insure the vehicle for the EXACT same time and mileage as the factory certification. 

  We feel very strongly that these options are FAIR and of value to the consumer.