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:04/24/2025

  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.

  Back around late November 24, I purchased a 2022 Toyota Highlander. I ask about the tire pressure being low and they said everything was fine, put air in and I left. 2 days later, low tire pressure. I returned to dealership where they informed me I had 7 nails in the tire and made me buy another...Told them the tires were bald.They said the tires were fine...A week or so later I hydroplaned on 64 highway totalling vehicle...I received an apology from the sales person and that was it...7500.00 down for bald tires then wreck... Had to put additional ******* on another vehicle...please help...

  Business Response

  Date: 04/24/2025

  Thank you for reaching out regarding your concern.  Upon researching the vehicle we have the documented records regarding the vehicles condition and all items completed during the 165 point inspection process. The tires were measured and recorded having more than 5/32 tire tread, and surpassed North Carolina state inspection requirements by double.  The brakes were measured at more than 7mm, oil change was completed, NC State inspection completed, new wiper blades were installed, a new cabin air filter, and engine air filter installed.  The vehicle received all of these at ****** miles recorded on the odometer.  We are sad to hear about your accident, however, the accident would not have been related to any work completed on the vehicle prior to the sale. The ***** you reference was your down payment on the loan that you received from the lender and would need to be handled with them and your insurance company for the settlement if any.  Kind regards

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23245149
  
  I am rejecting this response because:
  You told me the tires were fine... They were not...I almost died and all you are concerned about is saving money... your integrity *****...I wonder what the news crews will say to this...
  Sincerely,
  
  Genatius Ray

  Business Response

  Date: 04/24/2025

  there is nothing required from us.

• Initial Complaint

  Date:01/13/2025

  Type:Order 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.

  October 29, 2024, purchased as 2022 Toyota Highlander, signed the documents took the vehicle home, went home read the contracts and realized they charged me $4500.00 for service contract, went back to the Dealership on October 31, 2024, to speak with the Finance guy and told him I wanted to cancel the warranty contract its too much money. He advised me no problem and explained to me the payment would not be returned to me, But would be returned to the *************** *********, I asked him how long, he advised two three months, Checked with **** bank they have not received the funds as of this date. I have all the paperwork for this transaction.

  Business Response

  Date: 01/13/2025

  Hey ****,

  Thank you for bringing this to our attention and coming in today to sign the necessary forms.  You should see the credit applied to your original loan with a week or two.  Thank you again for your business and we look forward to serving you in the future.  Cheers !

  Customer Answer

  Date: 01/14/2025

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

• Initial Complaint

  Date:04/05/2024

  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.

  I purchased and financed a vehicle from them and decided to also get gap insurance. Shortly there after I paid off the balance of my vehicle with them and immediately requested a refund of the remaining amount of gap insurance. I was told that they would take care of it and I should have my money soon. December came and I called them again only to be told that they did not cancel my gap insurance so they then emailed me a couple of forms to complete and requested the payoff statement showing my account was zero which I did the same day. January came and I called them again yet to be told it was going to take up to 3 months to issue a check,,, this didn't make me happy but I stated okay and was told I should they it really should not take that long. Here we are in April and still no check refund. I called them again today only to be asked for the same information that I provided them months ago, after looking thru their email I was informed that they found my email and they were so sorry and they would get right on this. Some how I just do not believe them but perhaps if they are contacted by BBB they will refund me my money that I am due within a more reasonable time frame and overnight it to me as I should not have to keep waiting for their incompetence. Your help is greatly appreciated.

  Business Response

  Date: 04/15/2024

  Thank you for sharing your concern and we apologize for any miscommunication.  The gap insurance was canceled in January with notification sent to the customers lender. The lender stated it may take up to 90 days , but has finally issued the refund to the previous company and agreed to allow the previous dealer to mail the proceeds to the consumer.  This was not previously an issues until some lenders changed their policies regarding gap insurance cancellations.  We will follow up with the previous owner and verify the funds have been mailed. 

• Initial Complaint

  Date:07/13/2023

  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.

  Rocky Mount Toyota sold me a lemon and won't give me a better car. The car came from ******, and I can't register it here in the **** THE *** IS DANGEROUS The car uses on iPhones, and I have an Android. I don't know how fast I'm going because the speedometer is also calibrated for ****** I've been used, and I want either my car back or put me into a comparable car. They're a bunch of liars, so please don't let them lie their way out.I used to think car salesmen got a bad rap. But Rocky Mount Toyota has PROVEN that car salesmen are thieves, crooks and liars!

  Business Response

  Date: 07/13/2023

  To whom it *** concern:

  The Campbells purchased a 2019 Lexus that was produced in ***** and is working as the manufacturer designed.  ********************* was offered an exchange or refund, and declined in person, less than 24 hours of driving the vehicle home before finalizing the purchase.  Mrs. ********* digital speedometer is working properly, and the car was designed in 2019 to be apple car play ready but not android auto.  ***** has offered to look at any concern and resolve any that *** be still covered under the factory warranty but the car has not been driven to them to see.  ********************* has been offered multiple options for trading the vehicle in, however, her credit will not allow a $39,000 vehicle to equal a $600 payment without a large down payment.  We are and continue to be in contact with them to find a vehicle that will work with their credit rating and lack of down payment. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: whoever wrote this response is lying through their teeth.
  When they say car salesmen are liars, they are telling the truth - this response is chock full of  lies! 
  

  1)They NEVER offered us a refund - in fact, when I asked for my car or my money back, their response was "your car has been sold and  your down payment went into the car" (the lemon in question)
  
  2)My digital speedometer does NOT work, and I informed them of  this issue last week. The one time we used the radio, we lost the digital speedometer and I informed *********;of this issue also.
  
  3) We purchased a Lexus that was out of ******, per ************, and that $600 down payment is yet another lie - we had a $7,400 down payment. We traded in my 2017 ******* Elantra and they 'paid' us $7,400. We've lost both the car AND the down payment since they refused to help,
  

  4) The car was made in 2019, meaning only iPhones can be used, and the sheisty salesperson, *****, failed to tell us that bit of information. If we'd known that, we would not have  purchased that car. Period.
  

  5) Where they're saying ***** has offered anything is a lie. We've had to contact Lexus in ******* and Lexus in ****** on our own because no one at Rocky Mount Toyota gave a flying fig about us! For them to lie about ***** offering to help is ridiculous.Did they not think I'd see this response?
  

  6) I've consistently asked for a trade, comparable and equal to what I purchased from these people and their response? Sure, they offered several cars, all paying more monthly than our original agreement, and when they offered a Rav4 at nearly $1000 a month, I was outraged and began filing complaints.
  

  7) This car was purchased using both my husband's almost perfect credit AND my 'good' credit. My husband's credit is excellent, so the c*** about my credit is yet another lie.
  I've filed several complaints, even with the US Government, and am talking with Channels 17 and 5. My husband and I are in our late 60s, but we aren't stupid.  And whoever is reading this, please correct the person that typed the response because they are lying their butts off!
  
  NOT Sincerely,
  
  *******************************
  
  

  Business Response

  Date: 07/20/2023

  Please refer to the original response, and refer to the letters from the lenders with regards to credit.  The vehicle was built in *****, sold in ****** to the first owner, traded in ****, and was performing to manufacturer specifications when last checked.  Customer has been advised to see a Lexus dealer for any warranty issues, and we have helped to facilitate any service issues should any arise.  We will continue to be on the look out for any vehicles that *** work with the credit approvals we have, and welcome the guest to try their personal bank.  We look forward to servicing the vehicle and honoring the service contract that is valid on the vehicle now.  Kind regards

  Customer Answer

  Date: 07/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:these people are lying, pure and simple.

  First, we contacted Lexus ****** on our own, who advised us that the *** for the lemon we bought from Rocky Mount Toyota was out of ******, and if we wanted to to register the car, we would need a ******** address. Additionally, we contacted Lexus ******* who advised us that since the *** is out of ******, we cannot register the car in the U.S. So whoever responded  to this complaint is lying.Or maybe they need to get their 'alternative facts' straight.
  

  Second, they stated they told us to go to a Lexus dealer? Why didn't they take that lemon to the Lexus dealer themselves, get it fixed, and give me a loaner car - any reputable dealership would have done that. Rocky Mount Toyota is obviously not reputable.

  Third, they ran our credit 4x, even though we only gave them permission to run it twice, so our credit scores have gone down. They actually went back to our original finance company, ************ and ran our credit over and over with them, and was advised by *********** to contact the dealership to stop.  We already had a $32k loan with them, and the dealership was trying to get yet another loan on our credit.

  Fourth, there is damage to the back right side that was already there when we bought the car, the dealership said they'd fix it and give me a loaner. I fully expect them to keep their word, they probably won't, but who knows.

  I said all that to say this - Rocky Mount Toyota got over on us - they sold us a  car they knew had issues and would be a problem for the new owners. They knew. That's why I trust nothing they say, and fully expect them to not keep their word.

  
  Kindest Regards My ****,
  
  *******************************