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:11/21/2024

  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 bought a vehicle from Toyota of Gastonia on 10/16/24. A few days after purchase I noticed a bad grinding noise and a slight tremble of the steering wheel when braking. I called my salesman, *****, and expressed my concerns about this and advised him that it sounded like bad rotors. He told me to bring my truck back and the service department would take a look. They were unable to duplicate the sound that day. I went through this about two more times, while noticing also in between my service visits that the touchscreen radio/heating system had been flickering. Although, Toyota put me in loaner vehicles while they had my vehicle trying to duplicate the issue, these were vehicles that were nowhere near in comparison to the size of my SUV. I finally was at my wits end with them not being able to find the issue, so I dropped it off for a full diagnostic by *****. It was then that I found out that the aftermarket brake pads were making the grinding noise and feeling for my brakes. Acura also found the transmission fluid to be darker than normal and that the radio/heating control screen had wiring that was going bad. After getting into an altercation with ***** when visiting face-to-face with the diagnostic, the only solution they had was to visit back on Veteran's Day to speak to the ** to SEE if he would be willing to help. Understanding that I had driven the vehicle this long with the grinding brakes, I had to get that taken care of for my children's safety. I took my vehicle to my trusted mechanics and they ordered the parts needed for my brakes and also took care of flushing the transmission fluid and replacing it. $650 later, my truck made no more grinding noises when stopping. There is still the issue of the wiring going bad with the radio/heating component that has to be fixed, which I am still seeking repair or restitution. I thought I bought a vehicle that was up to par but apparently I have been misled. I should have known when they refused to do GAP.

  Business Response

  Date: 11/22/2024

  ****** **** purchased the 2015 Acura MDX with ***** miles that we offered for sale As/Is ( AS/IS buyers guide signed by customer attached) on 10/16/2024 as stated in the complaint.  *** **** returned on 10/23/2024 stating that vehicles brakes were making a noise and voiced her concerns.  We immediately took the Acura to our service department where we  just replaced the brake pads and resurfaced the rotors in the initial used car inspection  on 10/11/2024(service docs attached). The technician noticed the noise and advised to replace the pads with a higher quality pad at no charge to the customer. (docs attached).  *** **** took delivery of the vehicle with no further complaints at the time.  On Friday 11/8/2024 ***. **** returned stating that the vehicle was making the noise again.  We had the technician that performed the work on the vehicle ride with ***. **** and they could not duplicate the noise at the time.  The vehicle had 2 sets of brand new brakes installed and the brake noise, that could not be duplicated, was not a safety concern per our technician.the transmission fluid, according to the acura owners manual is not recommended until ******* miles which is why we would not have preformed the unneccesary service.  We received a phone call from ***. **** on 11/21/2024 asking for a refund for the brake job and we refused because we had already replaced them 2 times and the noise could not be duplicated.  She then mentioned that the radio had started going in and out speradically.  Being an AS/IS vehicle we offered to try to diagnose the issue but if there is a repair needed it would be at her expense.*** **** did inform us that someone had rear ended her, which may or may not have affected the radio.  We have even  offered to buy the vehicle back if she wasnt completly happy, in which she stated that would inconvience her because she would be without a vehicle until she found another one. We have made several attempts to rectify her concerns to no avail. 

  Customer Answer

  Date: 11/25/2024

   
  I am rejecting this response because:
  Some statements made in Toyota's response are not true. A service technician never rode with me to try to hear the issues with my brakes. It was offered through text, however, once I arrived it was decided to try to record the problem by video the next time it occurred. The other untrue statement was that Toyota offered to try to diagnose the radio issue but if there were repairs needed it would be at my expense - this is false. There was never a time that Toyota offered to diagnose the problem until the BBB complaint was already issued.Furthermore, Toyota did offer to purchase my vehicle back only after I had already issued the BBB complaint and they were issued a copy. Several attempts were NOT made to rectify my situation. In fact, I feel like that offer to buy my vehicle back was made only because they knew that would not be the feasible option for me having three school-aged children and being displaced in another city from our home due to the hurricane. Toyota knew that I would more than likely decline that option because when I first purchased this vehicle I had a loaner car from a family member and if I were to return my vehicle for them to purchase back now I would be without a vehicle until the banks decide to identify the loan as paid off. The most feasible resolution I requested Toyota does not want to honor and I have mentioned it several times, which would be to reimburse my $650 spent on the brakes repair and fix the electrical wiring that is going bad in the radio/temperature controls screen for free.

  Business Response

  Date: 11/25/2024

  I would like to start with stating although you may have initiated the BBB complaint before we had spoke to you, we were unaware at the time of speaking with you that you had done so. We were under the assumption that you would have tried to speak with us before going to the BBB. however, regardless of the timing by your own admission we have made several attempts to rectify your concerns including replacing the brake pads and inspecting for safety, even though we could not duplicate the issue. We also offered to diagnose the issue you are having with the screen, and if you were completely unhappy, we would buy the car back.

   You agreed to purchase an "As/Is" vehicle and had opportunity to have it checked out by anyone you wanted before purchase. We have made attempts to resolve your concerns by putting two sets of brake pads on the vehicle at no charge. We even offered to buy the car back since you were not happy, but you declined. In fact, we offered to diagnose your other concerns with the screen free of charge and had set you up for an appointment today 11/25, but you have not shown. In addition at the time of offering all of these resolutions we were not aware of all your personal circumstances but do know that we have attempted to resolve all your concerns even though the vehicle was sold "As/is." We will not be paying you for optional work preformed somewhere else or attempting to fix a concern you have with the screen as did not even bring it in for us to look at and the vehicle was sold "As/is"

   

• Initial Complaint

  Date:11/11/2024

  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.

  I requested on May 20, 2023 to have routine maintenance of brakes which included pad replacement recommended by dealership. There were no squeaking issues prior to this. After the brakes were serviced we continually had to return to correct the squeak. We were even told it was known as The Toyota Squeak. We made multiple attempts to correct the issue to no avail. We finally had to go to *****************, which is not Toyota affiliated to correct the problem. ****** auto successfully repaired our breaks at the cost of $642. I have purchased and serviced 5 cars from TOG since 1993. This is beyond acceptable.

  Business Response

  Date: 11/12/2024

  Hello,

  We are confused by this complaint. You came in over a year and a half ago for a break service in which we completed. there were several times in which you returned complaining about a squeak coming from the brakes and each time it was addressed. every time it was addressed there was no charge to you and we even provided a rental car complimentary in order for us to try to duplicate the concern. On two occasions we even replaced the brakes at no charge to you. the total you paid on March of 2023 was $448 for the brakes. the ********************************************************************************************************************************************** and even replaced the brakes for you at no charge. 

  the last time the vehicle was brought in for the noise concern was March 16, 2024. since that visit you have been here two other times for service with no mention of a brake concern either time (July 2024 and September 2024). On the September 3, 2024 visit, there was no mention of a brake noise however, we did find during our inspection that it was once again time for you to have your brake pads replaced and recommended a brake service. that was declined at that time (referenced in your attachment mislabeled September 3, 2023). there has been around ****** miles put on the vehicle since the initial visit in which brakes were replaced.

  you declined the brake service on September 3, 2024 at our service center and instead took the vehicle to another service center on September 12, 2024 and had a brake service completed. It is our opinion that the brake service at the other service center was not to "fix an issue" but rather due to the fact it was time for new brakes and we recommended that service just 9 days earlier.

  We believe we have gone above and beyond to try to satisfy your concerns and that brakes were needed on the September 12 and not due to anything we did incorrectly.

  Repair orders attached showing no charge.

   

  Customer Answer

  Date: 11/12/2024

   
  I am rejecting this response because:
  Prior to your service of the brakes in 2023 there was no squeaking issue. Each time I returned you were required to service it because the brakes were under warranty. Yes you did service then but each time the problem persisted. In June of 2024 I did ask for the brakes to be checked and your tech didnt hear the squeak and wanted me to make a video which I had done soooo many times it was beyond frustrating. In September I was there for routine maintenance and didnt mention brakes because your team could not do the job correctly and I was beyond tired of dealing with that issue. When they texted to recommend brake service I was furious because once again, brakes under warranty that had been squeaking the whole time needed to be replaced???!!!!!!!  I took my car to ******. The first thing he did was ask me if I wanted him to fix the squeak!!!!! I didnt even mention it. He heard it. He fixed the issue because he replaced all the rotors which needed to be done to make that squeak your tech created go away. Yes you serviced each time, but in fairness, YOU caused the problem where there was no problem prior to asking you to do routine maintenance. I will concede the price may be wrong due to other services but I stand behind that your team is solely responsible for the problem to begin with. 

  Business Response

  Date: 11/12/2024

  Thank you for the follow up.

  We do not feel a reimbursement of the brake job is warranted for the reasons we gave earlier and also considering the new information you provided. you stated that ****** was able to fix the squeaking noise by replacing the rotors. My records do not show that we ever replaced the rotors. This would be an additional cost and not something that we had done previously. I am glad that you do not have a squeak anymore but we never charged you for or replaced your rotors.

  We do apologize that we did not give you an estimate on replacing those as a possible cause of the issue. 

   

  Thank you.

  Customer Answer

  Date: 11/12/2024

   
  I am rejecting this response because:
  No you did not replace our rotors but during the brake replacement you were supposed to adjust them for then new brakes. Whatever your tech did during the initial replacement of the brakes affected the rotors. A car doesnt just automatically start squeaking for no reason and each time we retuned your response was to clean the brakes and eventually you supposedly replaced them with factory ones. It wasnt the brake pad itself it was whatever happened to be done to the rotor when replacing the pads. And that caused the brakes to continue to squeak. 
  I decided to have the rotors replaced because in order to correct the problem the damaged rotors needed fo go and start clean with new rotors and breaks. We can do this dance all day. You will never own up to the fact that you damaged my brakes and then are annoyed that I continued to complain about them. But my car had NO SQUEAK until YOU performed the routine maintenance. Your logic is flawed but please continue pointing fingers.  Because all of them should be pointed at you. 

• Initial Complaint

  Date:04/05/2024

  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.

  I purchased a new vehicle from this dealership and during verbal/written communication I thought we had a fair agreement. I was excited to purchase a new vehicle at what I thought was an agreed upon price, only to find out that they changed some numbers on the back end to make it look like a good deal. I never would have purchased a new truck for the price they hid from me verbally, I feel as though I was overcharged by $5k. The paperwork they showed me before purchase lead me to believe the final purchase price was $69,000 or so but it ended up being $74,000. I understand mistakes happen and sometimes one party is not on the same page as the other but I think that dealerships should but upfront about their practices. If the final loan is going to be $74k then they should make that very clear, not in the fine print. I never would have signed the agreement if they made it clear to me what they were doing to make it seem like I was getting a good deal. All I ask for is more transparency, make the final outcome of a deal obvious to both parties involved.

  Business Response

  Date: 04/05/2024

  BBB of Southern Piedmont and Western **,

  We are saddened to hear ************ was not happy with the transaction of his new Tundra. this complaint is the first time ************ has raised concerns regarding his transaction since the purchase date. we pride ourselves on our transparency and require several signatures throughout the process all which disclose the final out the door figures. 

  We have provided you with the documentation from Mr. ************ transaction to show that our sales process is very transparent. Those documents include the written proposal discussed and presented to ************ by the salesperson showing the down payment of $5000 as he requested, the bill of sale provided by the finance manager, the menu of aftermarket products showing the out the door numbers, as well as the finance agreement which clearly discloses the figures once again. We disclosed all figures several times during the transaction in which his signature was necessary to move forward with the purchase.

  A conversation with ************ was had today where he stated that he asked the sales associate to show him figures using $5000 down, which we did. When ************ went into the finance office he decided against putting any money down and purchase GAP insurance. The difference in the amount financed from when he negotiated the deal with the salesperson and when he left is the down payment he decided not to put down as well as the additional GAP coverage he decided to purchase,

  During the conversation ************ made me aware that he is not happy with the Tundra and wished he had purchased a 4runner.  We are currently working with ************ to trade his Tundra for a new 4runner.  

  Thank you.

  Customer Answer

  Date: 04/08/2024

   
  I am rejecting this response.
  
  

  Customer Answer

  Date: 04/09/2024

  I was told through text that I could trade the truck back in and they would give me $70,000 for it. However I would need to pay off the remaining balance of my trade in which I thought seemed fair so I agreed.

  When the day came for me to return the truck I was told that I would have to purchase another new vehicle from them in order to return it. This is not what I was told prior.
  

  They do not have a vehicle I am interested in and I dont want to purchase one that Ill be unhappy with. 

  Customer Answer

  Date: 04/10/2024

   
  I am rejecting this response because:
  
  

  I was told through text that I could trade the truck back in and they would give me $70,000 for it. However I would need to pay off the remaining balance of my trade in which I thought seemed fair so I agreed.

  When the day came for me to return the truck I was told that I would have to purchase another new vehicle from them in order to return it. This is not what I was told prior.
  

  They do not have a vehicle I am interested in and I dont want to purchase one that Ill be unhappy with.
  

  Business Response

  Date: 04/10/2024

  the statement from ************ that he would be able to "trade the truck back in for an allowance of $70,000 on a new vehicle" is absolutely correct. However, when it came time for ************ to come in and trade his vehicle he decided he no longer wanted to trade his truck on a new vehicle. Instead ************ decided he wanted to only sell his truck outright. At no point did we offer to buy his vehicle back for that amount. I have attached the agreement worksheet where we did offer to trade his vehicle in on the purchase of a different vehicle which he stated he would rather have. 

  We have been nothing but transparent with this entire transaction. It appears ************ is having *****'s remorse and for that we are sympathetic and offered to trade him out of his truck at a more than fair offer. If ************ decided he no longer wanted to trade his vehicle we would be happy to give him a purchase offer, but it would not be the same as the trade value.

  thank you,

  Toyota of Gastonia

• Initial Complaint

  Date:02/23/2024

  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.

  On February 23rd, I was working on a phone/ text deal with salesman **** at Toyota of Gastonia. We came to an agreement of ********. The agreement was for my trade and to get me into the *** 4 out the door for ********. When I got to the bank and submitted the bill of sale they only had my trade on there as vehicle trade and didnt have the ***4 listed as purchase vehicle. The numbers out the door were right but the new purchase vehicle vin etc was not on the bill of sales. When I called the sales person and he sent a new bill of sale, they had gone up in price by over *******. I spoke to the sales manager ***** and he would not honor the pricing we agreed upon. I spoke to ****** ( unsure of title) and he would not honor the price we agreed upon. It is in the text messages that we agreed on the ***4 and my trade for the ********. I have attached the communication through text to this complaint. They tried to change the pricing in the middle of the deal, which is not ethical or professional.

  Business Response

  Date: 02/26/2024

  BBB of Southern Piedmont and Western **

  Toyota of Gastonia takes all claims of misleading business practices very serious, and we pride ourselves on our transparency with our customers.  In the instance of ************************* there was mix up in her customer profile when we entered her back into our system to work out a deal on the Rav 4.  Her profile was accidentally merged with her previous profile for the purchase of her Camry back in November.  On the attached bill of sale, you will see that the selling vehicle has the exact same vin number as the trade in vehicle, which resulted in the figures being skewed with the wrong numbers. Please also take notice that the **** on the vehicle worksheet is over $3,000 less than that of the Rav 4 she inquired on.  ************* was never in the dealership to actually see and drive the Rav 4, this transaction occurred via phone and text.  The oversight was discovered prior to ************* arriving at the dealership to finalize the deal and at that time we apologized for the error. We do recognize that there was an error and that we are deeply sorry for the confusion experienced as the sales rep and the Sales Manager were on two different cars and that the oversight was not caught sooner. This was an unfortunate mistake and was by no means purposeful. However, this is why we always disclose all the numbers on the transaction on a deal sheet that lays out the car and vin of the vehicle sold as well as the car and vin of the trade. the deal sheet sent to *************** does state that the vehicle being sold is a Camry and the vin number is different from the vin of the Rav 4 she inquired on.  ************* has purchased several vehicles in the past and we believe the reason she reached out to us again was our transparency.  

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Friday, June 29th I called the Toyota dealership in Gastonia to inquire about a vehicle in inventory. They told me the vehicle was there and we began negotiations. At 4:30 pm, we came to an agreement on price and they told me that they would need $500 on a credit card to hold the vehicle until the next day. There was no paperwork signed. I informed the dealership the next morning at 10:41 am that I was going to purchase a car in ********** and would not be buying the vehicle in Gastonia. They told me they would not refund the $500 charged to my credit card. There was no paperwork signed, and they did nothing for the amount charged. I would like a refund of the $500 charged to my credit card.

  Business Response

  Date: 08/08/2023

  ************** did put a partial Payment of $500 for  new Toyota Camry. We do this so the car does not sell to another customer while the customer makes arrangements to pick the car up. ************** decided to negotiate and buy a car at another dealership even though he committed to purchase the vehicle from Toyota of Gastonia. ************** did text his salesperson to let him know he decided to rescind his commitment. That being said, we will return ************** his $500, but because it was a phone order we do not keep peoples personal credit card numbers on file. We have tried to get in touch with **************, but have not been successful. ************** needs to call in and give us the credit card number he put the deposit on so that we can issue the refund. 

   

  Thank you

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