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:06/13/2025

  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.

  Went to the Dealership, Dealing with the Sales Person ***** GREAT Experience with him, Had a 2024 **** Mustang I really wanted to by that they just traded for. Sales Manager **** comes out to talk with me and tells me I have to pay the $ 1979 for the Premium Protection Package which isn't true I work in the Industry as a F&I Manager as well, Because they had put it on the Vehicle which was not true because they just traded for it and I looked at the car in the Trade Lot before It was cleaned and this was not added onto the vehicle. Then I come back 2 days later after the ****** race I was attending, And It was on the car I mentioned to them I didn't want it because It is actually Illegal in the State of VA to have a Pulse Brake Lighting System which is what they installed. Now my car will not pass VA State Inspection. I would like to be refunded for the Amount I paid and how much It is going to cost me to have it removed from the vehicle entirely. I have spoke with the Sales Person and they are aware that it is ILLEGAL. And spoke with the Assistant to the General Manager but I haven't received a call back about how we are going to handle this. Very Frustrating that the sales manager made me feel like I couldn't afford it with the Addendum added to the Vehicle. When I was already pre approved and wanted the vehicle. Just not happy with the slow movement with this knowing its illegal in my state.

  

  Business Response

  Date: 06/23/2025

  Good *************************************************** see the attached response letter to BBB Claim ******** ******* *********. Should you have any questions, please feel free to contact me directly.

  Kind Regards,
  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  ******************************************************************************************************;          
  **********************
  ******************************

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because:
  

  I work in the industry as a F&I Manager, and when I came into the Dealership the car had not been through the ****************** which was stated by **** your GSM. I agreed to the Purchase of the Vehicle that is correct, But when I get my car inspected here in ** and it fails due to the Pulse System that was installed in the Car after I was lied to that it was already placed in the Car, So I don't understand how something can already be placed in a car when it was on the back of your lot, I couldn't even test drive it the first night I visited the dealership because it hadn't been through the service department. And after speaking with ***** also he said that your *** for the ************* said they can see where it was Illegal in the State of ********. And I was also told that it had to be paid for because it was already installed which was a lie. And Addendums are a necessary, They are a addition to the Gross Profit for Sales and Management to boost your gross profit. So, I have to pay my ****************** to Remove the Pulse system for it to Pass State Inspection. When the *** for the Pulse system completely acknowledges that it's Illegal in the State of VA That should say something. 

  
  

  

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  
  
  *** ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of **********************
  Re:*** ******* ********* -BBB Case No. 23465412
  
  Dear *** Rupertty:

  Toyota of North Charlotte is willing to pay for one hour standard labor to remove the pulse system from the customers vehicle. 

  Very truly yours,
  
  ****** ********
  General Manager
  Toyota of North Charlotte
  

• Initial Complaint

  Date:04/02/2025

  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.

  In January 2025, I traded in a ******* to this dealership, and purchased a Toyota in the same transaction. I informed the dealership that I would like to transfer my license plate/tag, to which they stated they would be able to do. In March of 2025, I received notice through my financial institution financing the Toyota that the title was in suspense. after calling the **** I found out that my title for the Toyota was in suspense because my license had been suspended! I then found out that my license was suspended because the dealership failed to process my trade-in documents in a timely manner - the *** received notice that my tag (still reflecting under my old vehicle) was not insured - which is because the insured vehicle was my new vehicle. Since the dealership didnt process documents in a timely fashion, the *** is still under the assumption that I am driving a *******, not a Toyota, and that the ******* has no insurance coverage - and my license is suspended. After calling and speaking with ***** *****, the finance manager of this location, I went around in circles with him telling me to call the *** to find out why the title was in suspense. He would not listen to me when I said that I am telling him I have already contacted the *** and that they informed me of why the title was in suspense - because the dealership dropped the ball. The dealer has failed to comply with *** standards, and this led to my license being suspended for no fault of my own, on top of a $200 reinstatement fee for my license. This dealership has handled my transaction far from professionally, and negligent is not a strong enough word to describe a car dealership that is sending incorrect, untimely, or incomplete paperwork to the department of motor vehicles. Now, I am still unable to reach a resolution with the dealership due to them not believing my account of the **** suggestion, I am facing a $200 fine, and a suspended license, on top of my title work still being incomplete.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  
  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of **********************
  Re:Ms. ****** ****** -BBB Case No. 23151835
  
  Dear Ms. ********************** see the attached response and proof of delivery. 

  Kind Regards,
  ****** *****
  Executive Assistant to ****** ********
  Toyota of North Charlotte 
  ******************************************************************************************************;          
  **********************

• Initial Complaint

  Date:03/19/2025

  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 2025 Camry on March 1 and the 2024 ***** that I traded in has not been paid off as of yet. Way too long! When I contact the dealership, I cannot speak to anyone in finance because they do not like transferred calls. That is also ridiculous!

  

  Business Response

  Date: 03/19/2025

  March 19, 2025

   

  Ms. ******** Rupertty

  Operations Support Specialist

  Better Business Bureau of ***********************

  RE: Case No. ******** - ***** *******

   

  Dear Ms. ***************************** see the attached response and receipt. 

   

  Kind Regards,
  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  **********************
  ***************************;          
  **********************
  ******************************

  Customer Answer

  Date: 03/19/2025

   
  I am rejecting this response because:
  
  I forwarded this email to the dealership 

   

  I have attached the payoff that I received but this is Not correct. I expect a refund to be issued in the amount difference that is on my contract. Who will issue the refund?? I have attached the payoff and the contract. I stated at the time of the deal at the dealership that I am to receive a refund from ***** but this insinuates differently. Please review and advise. Payoff to ***** should be $25702! 
  

  I am unable to attach the contract with Toyota. How can I get this contract to you? I am doing a refund.

  

  Business Response

  Date: 03/20/2025

  March 20, 2025

   

  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of ***********************
  RE: Case No. ******** - ***** *******

   

  Our accounting department advised that once we receive the title from the bank for the 2024 ***** ES 350 a refund check in the amount of $320.02 will be mailed to the customer at the following address. 

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

  Should you have any questions, please do not hesitate to contact me directly.

  Kind Regards, 

  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  ***********************************************>***************************;          
  **********************
  ******************************

  Customer Answer

  Date: 03/20/2025

   
  I am rejecting this response because:

   

  I have advised the dealership that I am due $347.52. I should not pay a transaction fee that the dealership pays to pay off my vehicle off because I paid their dock fees. 

  
  

  

  Business Response

  Date: 03/21/2025

  March 21, 2025

   

  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of ***********************
  RE: Case No. ******** - ***** *******

   

  Good ************************************* have advised our accounting office to ensure once the title for the traded vehicle is received to ensure that the refund check that is issued to Mr. ******* is in the amount of $347.52. This is the difference of $27.50 that was charged for the transaction fee.

  Should you have any questions or concerns, please contact me directly.

  Kind Regards,
  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  ******************************************************************************************************;          
  **********************
  ******************************

  
  

• Initial Complaint

  Date:02/06/2025

  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 went to Toyota of North Charlotte on 1/25/2025. They had a Red Camry LE with convenience package and premium paint that we liked. We agreed on 32k OTD price (including their dealer fees, sales tax and registration fees) with one of the managers (***********). I provided my info for credit check, and they came back with 4.99% APR with Toyota ******************* I confirmed I will be financing with ***. Then I also mentioned I am a recent grad and would also like to apply for Recent Grad Rebate since I knew *** offers this rebate when financing with them. They said they can do that, and I will have to email them a copy of my degree after I get home so that they will process it. They didn't say how this rebate works so I assumed I would either get a refund check or be applied towards my loan.I sent my diploma to the finance manager's email on the same day. I called the next day to check if they processed my rebate with TFS. Salesman said he will give me a call after checking with his Finance manager, but he never did. Next day I was able to get a copy of my purchase agreement from the *** website. Upon looking into it, I found that they had already applied that Recent Grad Rebate as down payment making the total price of the vehicle 32.5k($10k cash down + $500 rebate + 22k loan = 32.5k) although we made a verbal deal of 32k out the door price with ***********. So basically, they kept that $500 rebate coming from *** into their own pocket by hiding the details and increasing the agreed price by $500.Also, in one of the signed documents, there is WE OWE section with list of accessories that I paid for- floor mats, premium protection package. I have tried to contact the salesperson (******) multiple times to check about the incorrect inclusion of rebate as down payment without our knowledge and also about when can we pick up the floor mats, but he always makes some excuse like manager is not here today or its his day off.

  

  Business Response

  Date: 02/07/2025

  Good ****************************************** see the attached response to complaint 22909093.

   

  Kind Regards,
  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  ****************************************************************************************************;          
  **********************

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:
  As mentioned in the response, $500 was definitely applied towards the price of the car making it 32.5k but OTD price we agreed on with our salesperson (******), involving manager (***********) was 32k. In fact, at the time we agreed on OTD price of 32k, we weren't even decided on whether we wanted to use our own financing (we had pre-approval from our credit union) or use dealer's financing. And my offer to the dealership was that I will use dealer financing if dealer can beat my ************'s financing which was 5.19%.Only after the manager came back to us with 4.99% APR from *** I mentioned about my recent grad status and would also like to apply for the rebate since its with TFS. And another reason we decided to use the dealers financing was to get this rebate otherwise we would just use the check from our Credit Union.
  
  On a phone call with the Salesperson on 02/06 he agreed with me that our 32k OTD price was before I even mentioned about my recent grad status. He also apologized to me saying he really didn't know how rebates work and he also believed Toyota would send a check to customer.
  
  And all this mess is happening because of this dealership employing an incompetent salesperson. The salesperson initially said we can swipe a credit card for upto $10k for down payment and when we went to finance office, then finance manager said it's only $5k. The whole point of having this dealership model and working with salesperson is to help customers make informed decision but in my case here I am losing money because my salesperson didn't know how rebate works.
  And I believe I should not be losing $500 rebate I was supposed to receive from Toyota because some dealership employing some incompetent salesperson who doesn't know how to do his job. 
  And for the mats, I would like to ask my friend to pick it up since I am out of town for next few weeks. How can I make it happen?
  

  

  Business Response

  Date: 02/11/2025

  February 11, 2025

   

  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of ***********************
  Re: Ms. **** ****** - BBB Case No. 22909093

  Dear Ms. ************************ discussed in our previous response, the rebate of $500.00 was issued at the time of purchase. Please see the attached documentation showing that the rebate was issued and included within all the signed documentation by the customer at the time of purchase. The signed documentation shows that the $500.00 rebate was issued and that the total OTD price was $32,000.00 as agreed upon with Ms. ******************* per Ms. ******** request we agree to allow her friend to come pick up the car mats that are owed to her.  Please advise the person picking up the mats to ask for my assistant ****** ***** when they arrive. She is at the dealership Monday - Friday 8am-5:30pm. However, should Ms. ****** prefer to have the mats shipped to her home address instead we will be happy to have them shipped to her directly.

  Should you have any further questions concerning this matter, please do not hesitate to contact me. 
  

  
  Kind Regards, 
  
  ****** ********
  General Manager
  Toyota of North Charlotte

   

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because:
  Thank you for allowing my friend to pick up the floor mats that are owed by the dealership.

  But with $500 rebate applied towards the price of the car, it makes total price of the car 32.5k but we agreed on 32k. That $500 rebate is coming from Toyota ****************** to me not from the dealership. And the rebate was applied towards the price of the car without my knowledge, and nobody explained to me how rebate works. Your own salesperson confessed to me that he didnt know how rebates work, and he thought customers would get a check from **********************.
  

  Any customer goes to a dealership with the expectation that salesperson will guide through the process and use any manufacturer incentives that are available. Our job was to mention that we wanted that specific incentive but if your salesperson didnt know how it works and calculated the sale price incorrectly, the dealership or salesperson should be responsible for this. We should get that $500 refund.

  
  

• Initial Complaint

  Date:01/24/2025

  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.

  On 12/22/24 I purchased a 2025 Toyota Camry from this dealership. The Finance representative, ******* ****** persistently pressed me to take the extended vehicle warranty (VSA) and windshield protection (WPP) in addition to the standard vehicle warranty, despite my reluctance assuring me that I could easily cancel it if I changed my mind. . I started the process of cancellation just 2 days later. I met the same guy, Mo Bouita and told him the warranty company (to be referred to as Excela) redirected me back to them (this dealership) that THEY were the ones to void and cancel the contract contrary to what I was told. He processed the cancellation and gave me a print-out to sign assuring me it was cancelled. This was 12/26/2024. I called Excela on 01/06/2025 and they informed me that the contract was STILL active and was never canceled. They informed me I could email them a copy of the print out I was given and they would process a cancellation. ****** confirmed to me that cancellation had been processed and the dealership notified by email.I drove 40 mins to this dealership later that same day (01/06/2024) to confirm and ensure this was carried through. They claimed they never received any email confirmation of cancellation from ******. Right there, I called Excela again and spoke to **** who confirmed he had indeed processed the cancellation and sent the email notification that morning and mentioned every one copied. I made sure I was handed a copy of that email print out. Fast forward to 01/21/2024, I call in again and they claimed they were yet to receive a check from Excela for the refund. However Excela informed me that an ACH transfer of the refund amount had been sent to Toyota of North Charlotte the next day after cancellation (01/07/2024)!. I am filing this complaint against this organization; Toyota Of North Charlotte as I still havent received my refund for the canceled contract. The refund amountis$4,200. This organization has zero ethics

  

  Business Response

  Date: 01/31/2025

  1/31/2025

   

  To Whom It May Concern:

  The customer's refund check was issued in the amount of $4200.00 on January 20, 2025 and was mailed directly to the finance company Southeast Toyota Finance for credit to be placed on the customer's vehicle loan. I have attached a copy of the check for your reference. 

  Should you have any questions, please feel free to contact me directly.

  Kind Regards,

  ****** *****
  Executive Assistant 
  Toyota of North Charlotte 
  ****************************************************************************************************;          
  **********************

   

   

  Customer Answer

  Date: 02/02/2025

   
  I am rejecting this response because:
  I was never provided proof that this check has actually been mailed to Southeast Toyota e.g. tracking number etc. The Accounting contact, ****** ****** I believe, told me to call back after 2 days if the balance wasn't reflected, and that's the case, the balance still has not changed so this check has not been received by Southeast Toyota.

  

  Business Response

  Date: 02/07/2025

  February 7, 2025
  
  
  
  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of **********************
  Re:Mr. *** ****** - BBB Case No. 22852640

   

  Please see the attached documentation. We have cancelled the original refund check that was issued on 1/20/2025 and issued the attached new check, Check# ****** to be sent to Southeast Toyota Finance for the account refund of $4200.00. Our accounting department has been tracking the original check that was issued and mailed regular mail for the past week and as of today the check is showing that it was never deposited by Southeast Toyota. The refund check was mailed today via ***** Tracking Number 7719 4229 2591 to Southeast Toyota and will be delivered on Monday 2/10/2025. 

  Should you have any further questions, please do not hesitate to contact me directly.

  Kind Regards,
  ****** *****
  Executive Assistant
  Toyota of North Charlotte 
  **********************
  ***************************;          
  **********************

   

• Initial Complaint

  Date:12/05/2024

  Type:Billing 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.

  Fraudulent Loans

  

  Business Response

  Date: 12/10/2024

  Good ******************************************************* see the attached response to complaint 22645821.

   

  Kind Regards, 

  ****** *****
  Executive Assistant to *** ********
  Toyota of North Charlotte 
  ******************************************************************************************************;      

   

• Initial Complaint

  Date:11/22/2024

  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 used car here in mid August. As soon as we drove home the check engine light came on so we stopped at auto zone to see why. It was a simple fix so we did not think much of it. 1 week later the problems started. I started hearing a noise from the engine so I checked the dipstick and there was no oil in the car. We filled it up and decided to take it in to get an oil change and inspection(to our own mechanic). ( this is an as is car so by law Im on the hook for repairs) everything was okay and 2 weeks later sounds again. Take it back in and no oil is found again. Another oil change is needed at this point because I was driving with very little oil. Then a little over a week later and car does not feel right. So I take it back in and they inspect the car doing another sweep for leaks. They finally determine that since they have found no leaks each time its been inspected and with the mileage and oil changes the mechanic tells me the only thing it could be is the engine is burning oil faster than it should. I call the dealership and explain my situation. I go and they gave me some options. Trade in my car and at this point its valued at half the cost of what I purchased it for. With the trade in I need $4k in down payment for another car. Second option is for my monthly payment to go from a little over $200 a month to now about $600 a month. There was no offer to even look at my car to see if they could repair it. There was no offer to take the car back. No I was told that since I took it to another mechanic maybe that mechanic messed up the car and that I didnt get a warranty on the car. The car as a dead cylinder and needs a new engine. I was sold a car with a bad engine. I have called to speak to a general manager and I have not received a response. Its been a week and I have called and left messages with assistants and I have been told he would call me.

  

  Business Response

  Date: 12/02/2024

  December 2, 2024

  Ms. ******** Rupertty
  Operations Support Specialist
  Better Business Bureau of **********************
  Re:Ms. **** ******** -BBB Case No. 22593958
  
  Dear Ms. *********************************** see attached letter.

   

  Thank You 

   

  Customer Answer

  Date: 12/03/2024

   
  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:11/20/2024

  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 purchased a new corolla on 8/25, traded in my old car and paid to transfer tags. Received a letter from the *** a few weeks later telling me that my insurance had lapsed (even though I updated my insurance before I left the dealership) and I was not at risk of incurring a fine and having my tag suspended. I reached out to the *** and confirmed with Geico that I had not had a lapse, and was told that they had still not received title work from the dealership. I reached out to Toyota and asked them to fix things on their end, and they assured me they already had.Received another letter from the *** near the end of October stating that my license plate was suspended on 10/28, and I could no longer drive. After speaking with someone at the ***, I learned that Toyota of North Charlotte had still not sent the required paperwork and the state had no record of my new vehicle. It took me many days to go back and forth with the *** and me having to go to the plate agency myself in order to get this fixed. As of 11/7, I was able to finally transfer the tag at the plate office and my vehicle was now legal, a vehicle I purchased in August.I was told on 11/7 by ***** ***** that Toyota of North Charlotte would refund me $47 and some change to compensate for me paying to transfer the tag to the dealer in August (which they didn't do) and then again when I fixed it myself in November. They did not care that I was unable to drive my vehicle due to their own error because my tag was expired.Emailed ***** ***** on 11/11 and 11/14 when I had still not received the check. He has yet to respond. I called on 11/18 and spoke to ********* ******, who assured me he would pass my concerns to a GM and would call me back that night...he did not.I spoke with the executive assistant, ****** *****, on 11/19 who said she would speak with ***** and call me back that night or the following day...she did not. I've never experienced customer service this poor in my life.

  

  Business Response

  Date: 11/21/2024

  Good ******************************************************* see the attached response letter, phone log and email correspondence with the customer. 

   

  Thank You

  Customer Answer

  Date: 11/21/2024

   
  I am rejecting this response because: The reason there was a hold with the *** was because of your dealership.  The *** shows that you took possession of my trade in on 9/1, when in fact you took the vehicle on 8/25.  As far as the *** was concerned, I still had the trade in and I had canceled the insurance on it and did not, in fact, have a new vehicle.  I reiterate, your company was the cause of the hold and I was the one that had to fix things with the *** because you could not.  You are blaming me for your incompetence.  
  

  

  Business Response

  Date: 11/27/2024

  We have been in direct communication with Mr. ******* and the customer is happy at this time.

• Initial Complaint

  Date:10/03/2024

  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 purchased a car and it has been forty plus days no tag and/or title. I have and issue with hatch on the *** that they have yet to repair. I was promised a buff job on the scratches of the car. I can not get any answers that make sense as to why these things are being prolonged out. Until, October 1, 2024 when ***** the financial manager at Toyota of North told me the title to the car was not a clear title. They couldn't get anything resolved from the owner. My understanding is that I purchased a car from a dealership that owned the car yet they do not because they don't have the car titled in their name. Fraud!!! Misleading and I can not do anything with this car because the car isn't the property of the dealership. I have been fraud out of my money. I want my money back and to return the car. Isn't it illegal to sell a car without a clear title or not? I do not wish to keep this car. How do you sell something you don't own let along advertise the car for sale at a dealership without clearing the title.

  

  Business Response

  Date: 10/09/2024

  Good Morning Ms. Rupertty,

  Please see the attached letter of response to BBB complaint 22374423.

   

  Kind Regards,

  
  Tamera Stern
  Executive Assistant to Bob Siviglia
  Toyota of North Charlotte 
  13429 Statesville Road
  Huntersville, NC 28078   

• Initial Complaint

  Date:09/04/2024

  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 would like to file a formal complaint against Toyota of North Charlotte ****************.The way they handled my vehicle while in their care was downright dishonorable. My daughter and I were involved in a minor rear-end collision on March 2, 2024. The following week, I took my vehicle to Toyota of North Charlotte **************** for an estimate. I was given a quote of $3,977.88 to repair my vehicle. This amount was provided to the insurance company that was handling my claim. The insurance adjuster assigned to my claim did not give the go ahead to take the vehicle in for repairs until June. From March to June, the original estimate went from $3,977.88 to $12,799.44 and Toyota of North Charlotte **************** could not confirm that this would be a firm cost for repairs. Because Toyota of North Charlotte **************** could not confirm that the $12,799.44 quoted was a firm cost for the repairs, the insurance company said they would have to total the car because the amount of the repairs was so close to the value of the car. The only damages to my vehicle were a dent in the bumper and the rear door of the vehicle. When I saw my vehicle again, the back door, all the rear lights, the carpet from the rear all the way up to the back seat had been removed and the spare tire had tape on it. Toyota of North Charlotte **************** also told me that they would have to take the dashboard out because they had to weld something that could fry the car. I have driven this car from March until June with NO problems and could not understand why the damages were so extensive for two little dents. After months of going back and forth with the insurance company, my vehicle was totaled. It took weeks for me to receive my payment because Toyota of North Charlotte **************** was holding my car hostage until they received all these unnecessary fees due to their dismantling of my car. This business took advantage of me and the situation because insurance was involved.

  

  Business Response

  Date: 09/05/2024

  Good ******************************************************* see the attached response to Complaint 22235819.

   

  Kind Regards,
  ***********************
  Executive Assistant
  Toyota of North Charlotte 
  *******************************************************************************************;         

  Customer Answer

  Date: 09/10/2024

   
  I am rejecting this response because: I am not disputing the timeline documentation provided by Toyota of North Charlotte ***************** I am also not disputing the fact that the adjuster with *************************** was lax in his handling of my insurance claim. However, my issue with Toyota of North Charlotte **************** is that I did not expect for the minor damage on the rear door of my car would result in my car being totaled.
  My car had low mileage and was in great mechanical condition. My intention was for that to be the last car that I bought. If Toyota of North Charlotte **************** could have repaired my car for the $12,799.44,I would not have had to buy a new car. I feel like the amount quoted should have been more than enough to repair the damages to my vehicle. I also questioned why it was necessary to take the lights off the car. The way Toyota of North Charlotte **************** dismantled the rear of my car made me question why they could not say whether the $12,799.44 estimate was firm. Once they had disassembled the rear end of my vehicle, could they not find if there were any more hidden damages? Was the frame bent? She mentioned that they would have to take the dashboard out and I asked if you do that, will I have electrical problems later? I have worked with this body shop before, but it was always when my insurance company was paying for the repairs. I was satisfied with my dealings in the past, however everything about this interaction seemed deceitful. My problem with this situation is that I am questioning the integrity of the Toyota of North Charlotte **************** who dismantled the rear of my car for a tiny dent and still could not state that their estimate was firm at $12,977.00 (three times the original estimate) to repair my car. That is what I have a problem with and the pictures that were sent to you were pictures of what they did to the car not the towing company.  
  

  

  Business Response

  Date: 09/16/2024

  Please see the attached Response and additional documentation.