ComplaintsforToyota of Hackensack
New Car Dealers
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Complaint Details
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Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On August 22,2023 I financed a vehicle from Toyota of Hackensack. I raised concerns about the price of registration because I was overcharged last time. I was able to receive a refund for the last time I was overcharged. I was told that the charges in the contract were an estimate and if I was overcharged I would receive a refund. I was charged $603 for registering a new car but my receipt from the dmv was $396. In addition the DMV charged me $311 alone for registration but Toyota of Hackensack charged me over $400 for registration. I asked them why are the charges from the dmv different than what was listed in the contract. I was told that the receipt from the dmv does not include dealer trac fees. No one disclosed anything about dealer trac fees to me. Dealer trac fees also do not appear on the contract. I want my refund of $207. I’ve called numerous times for an explantation and no one has returned my calls.Initial Complaint
08/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a car from this dealer and they added a warranty which I didn't ask for.I later canceled within one month but they still have it added in my Toyota Financial account and are not giving my 2995$ back.I requested them and called them on several occasions but they are not doing anything to redress my grievance.I wan't that either they simply add this in my principal amount or hand over a check so I can add it myself to the remaining balance on my principal amount.They initially told me that we will proceed with it within 3 months but it has almost been more than 5 months and there has not been any response. I am tired of all of this as I am a first time financing customer that is financing the car and it' has been a really distasteful experience for me .Business response
09/14/2022
Extended warranty has been cancelled and refund has been processed as requested.Customer response
09/15/2022
Complaint: 17785043
I am rejecting this response because:
They are saying and responding to the same thing for the last 2 months so, please let them know to give me a refund of the money or check for this .
Regards,
*****************************Business response
10/03/2022
The cancellation was faxed on 09/08/22. Toyota ********* Services would have adjusted the account when they received the fax.Customer response
10/03/2022
Complaint: 17785043
I am rejecting this response because:This is almost 6 months untill now they didn't reach me out for my complaint and meanwhile they still didn't change my any status regarding my financial account.
Regards,
*****************************Business response
11/17/2022
The cancellation was faxed on 09/08/22. Toyota ********* Services would have adjusted the account when they received the fax.Initial Complaint
01/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a new minivan from Toyota of Hackensack on July 27, 2020. We were informed that the title for our car, which we needed to ship it overseas, would be mailed directly from the *** to our home. Toyota was aware of the time pressure to receive the title. The alotted time passed and we called Toyota several times, each time being reassured that the title would be mailed directly to our home. On October 4th, during one of our routine check-ins with the unhelpful and unfriendly staff at Toyota, we were informed that in fact the title had been received by the dealer on August 6th. The delay in receiving the title cost us a significant sum of money including storage of the car, extra insurance for the time it was sitting in the lot waiting to be shipped, cost of a rental car, gas (we bought a hybrid car which uses significantly less gas), and untold hours of time and energy expended on this issue. The staff at Toyota of Hackensack has been completely unresponsive, unpleasant, and extremely difficult to work with. The manager has hung up on us and accused us of lying, despite having documentation of our communication. We are requesting that Toyota reimburse us for the expenses incurred due to their negligence. We did our part by consistently calling to find out if they had received the title for the car and could not have done anything to receive the document sooner. Despite already living overseas, we sent a representative to pick up the title that same day. Given that we are unable to reach the management at Toyota of Hackensack, we are seeking support in obtaining our reimbursement.Business response
01/25/2022
Customer's vehicle registration was completed August 6, 2021 before the temporary registration expired on August 25,2021. Dealership not responsible for customer's delay in picking up completed registration.Customer response
01/26/2022
Complaint: 16448256
I am rejecting this response because:
We were awaiting receipt of the title of the vehicle. The dealership received the title on August 6th and continued to tell us they did not have it until October 4th when a representative looked and said that in fact it was sent directly to the dealership rather than to our home as they had promised would happen. I am shocked that the dealership is saying that this was our delay. Although we are overseas, we sent a family member to pick up the title that same day, October 4th. In fact, the employee who handed over the title also provided a written statement that despite having received the title on August 6th, did not notify us of the receipt of the title until October 4th.
Regards,
***********************Business response
01/28/2022
Dealership had documents ready in timely manner. No promise was made to mail any registration, license plates or title documents to customer's home.Customer response
02/02/2022
Complaint: 16448256
I am rejecting this response because: We did not request that documents be mailed to our home. We were simply trying to locate the documents which where at the dealership but we were continually told that they did not have them. We sent a representative to pick up the documents the same day we were notified that the dealer did in fact have the documents.
Regards,
***********************Business response
02/03/2022
Dealership had all documents completed in timely manner.Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My wife and I live in Clarksville IN, we were in ** visiting family, and we purchased a new 2021 Toyota 4Runner from Toyota of Hackensack on July 7 2021. We traded in our 2019 Toyota Rav4 and drove the new vehicle back to Indiana. The new vehicle(4Runner) had a temporary tag which expired Aug 5 2021. We have been waiting for title paperwork so we can register our vehicle, which has been sitting in a garage because it's not legal. After calling numerous times getting recorded messages, I spoke to a young lady *********************************, who basically didn't explain why there was a delay, quite frankly she acted surprised that we or Indiana BMV never received any title work. She called back and said they needed a signed inspection sheet from Indiana BMV we took care of that and sent the signed sheet to her. Now 2 weeks later nothing, this vehicle was purchased on July 7 2021 and it sits in a garage, purchase price $54500. We're stuck in Indiana with our hands tied please help us. Thank youBusiness response
09/28/2021
Dealership title clerk spoke with customer and advised was waiting for customer to provide additional documentation in order to complete registration process. Customer has now provided additional documentation and registration application is at state motor vehicle department.Customer response
10/04/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******** J & *******************Initial Complaint
07/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to purchase a Toyota RAV4 from this dealer. I was working with *************************** and ***** from sales department. I was told that placing a $500 deposit will hold the vehicle and once it arrives to the dealership, the vehicle is mine to come in and finalize and pay the rest and set up financing. I was give. A timeline of July *****. I placed the deposit. I called the dealer on Monday July 19 to get an update and they advised me the vehicle arrived and I am to come in Saturday July 24. I called Friday July 23 to confirm and *************************** has no idea where the vehicle is. I called back a few times that Friday and he advised that the inventory manager is not in until 2pm and after he talks to him, **** will give me a call at 3. I never got a call back and I had to call him myself. They stated the vehicle is in transit and is not here yet and tried to give me a later date. I want my $500 deposit back as I do not plan to continue with them due to this misleading information.Business response
09/28/2021
Customer has been advised that due to production delays vehicles are taking longer than expected to be produced. Customer decided to cancel order for vehicle.
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Customer Complaints Summary
12 total complaints in the last 3 years.
2 complaints closed in the last 12 months.