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Complaint Details
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Initial Complaint
02/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a vehicle in December 2023. During the final purchase process, I was informed that there was a non-modifiable surcharge for a GPS unit to be left on the vehicle, charging $699 for this. To the salesperson I interacted with, and the finance manager who finalized the purchase, I was repeatedly requesting to NOT have this included. I was told it was impossible to have it not included, an excuse being that the device was already installed and would take labor costs to have it removed. Upon purchasing my vehicle, the device was simply plugged in under the hood, and would have taken all of 20 seconds for someone to locate, dis-install, and close up the hood. This practice feels predatory, dishonest, and absolutely frustrated by the excuses for this clear up-charge. When I contacted the leadership of the sales department, including the *** of this company, I have received absolutely no response. I asked already for this amount to be refunded, and if not would file a BBB report. That request was sent 3 weeks ago, and here I am following through. This sales practice being done to every customer is absolutely predatory. By the time one enters the depths of the sales process to have to walk away in order to not finish a purchase this significant, it's disappointing to say the least. I am considering small claims court if no resolution is made via the BBB process.
Business response
02/27/2024
*******************,
We apologize for the miscommunication about the addition of ******** on your vehicle. To make this right, we are refunding the charge.
Team Dolan ToyotaInitial Complaint
06/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
06/06/2023 I went to Dolan Toyota Service, *******, ****, for oil change and engine filter replacement. It was done approximately 3 hours. The following day, I was pumping gas, I noticed that my rims and tires are not the same. My Michelin four tires looks worn out and old. My original Michelin tires were new. The rims look gray, wider, heavier wrapped with silicon plastic (?), unlike mine before, the original is solid, no covering, no shines, silver/black and thinner, with sharp edges that scares me that I will b that looks like not my car, with dents. The photos are not valid for me because, they replaced a look alike (imitation) rims and old Michelin tires. The difference to me is the quality (not wrapped with something), the weight and the feel of it, I purchased it with them, Dolan Toyota, I give them business. I like the whole package of my car and what's in it. They have no right to replace anything at all. I feel like, I have been robbed and fooled by them. They are mocking me, argue with me, trying to convince me that it's the same, but it's NOT! I know it's NOT! I own for this car for 6 months now and I know every small detail on it....They prey on me because I'M AN EASY TARGET - old & alone!Business response
06/19/2023
Hello,
Thank you for taking the time to share your experience with our team. The Dolan Service Team takes photos of each vehicle before every service and reviews these images as requested when vehicles are returned to the customer. We apologize for any frustration caused if our photo records did not match your memory.
We appreciate you reaching out.
Team DolanInitial Complaint
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pre-owned vehicle at this dealership in July 2021. I worked with the finance manager a couple weeks after to cancel extended warranty, GAP insurance, etc. as my insurance offers it. A year later, I still have not had the refunds deducted from my principal. I never received physical copies in mail OR digital copies through email for warranty cancellation. I was there in person with the financial manager during the whole cancellation process. I even came back a week later - in person - to get copies and was told that they were locked and that I would once again receive cancellation requests by mail/email. It is a common (and illegal) process for dealerships to not honor warranty cancellation requests EVEN within 30 days of vehicle purchase as they lose a cut of their check. I now recognize that Dolan Toyota practices this to as my requests were clearly deflected. Clearly, this is a huge disappointment - even made worse by the fact that the business department at Dolan Toyota confirmed that they never received the refund requests. I will be leaving a review with BBB as a result of this unethical practice - Perhaps the Toyota dealership in Carson City is a better bet.Business response
04/12/2023
Hello,
Thank you for sharing your frustration and for taking the time to connect with our team.
Our Finance Director, Mark M*****, has completed a full refund. We are so happy to be able to resolve this issue and grateful for the opportunity to do so. Thrilled that you are leaving the situation happy as well as that is always our goal!
Again, thank you for reaching out!
Thank you,
Team DolanInitial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Toyota Rav4 2022 purchased at the end of January, early February. This vehicle has less than **** miles on it. On Friday, March 17th the moon roof of the vehicle no longer closed. The vehicle was taken to Dolan Toyota on that same day. They indicated they would not be able to assist with the vehicle until the upcoming Monday and a courtesy vehicle would not be provided. Monday the vehicle was dropped off. Diagnosis was not made until Tuesday, March 21st after the dealership indicated that the owner would most likely have to cover the $1000 cost of disassembly and reassembly of the moon roof. After diagnosis Dolan Toyota indicated that the cost of repair would be estimated at $4000 dollars and not covered by the warranty. There was no mechanism of damage for this moon roof and no explanation to its breaking. There is concern that Dolan Toyota is not maintaining to the warranty to this brand new car and assistance to getting this repaired through warranty is sought after at this time.Business response
04/10/2023
Hello there,
As you know, unfortunately, the sunroof issue is not a factory defect which was declined by TOYOTA Corporate, not by Dolan Toyota. But we are so happy that the repair will be covered by insurance and the repair should be complete within the next couple of days. Great news!
Best,
Team DolanInitial Complaint
01/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to purchase a car from Dolan Toyota in December of 2020 and I went into the dealership and signed a credit application for them to run my credit she said she I was pre approved and that I could shop for a car. I didnt find anything at that dealership and purchased a car from *********** in **** and they got a credit application from me as well and they ran my credit and then both of the dealerships have now sent my application over to multiple banks and lenders. Camax also pre approved me as well at a rate and then sent my credit application over to other lenders as well. I have banks and lenders running my credit that I didnt authorize and gave three credit applications ONLY. My credit score has dropped significantly and I am Unable to refinance my house and refinance my car due to this situation. My mother has the same situation and her credit score was increased and she bought a new car and had her credit ran twice. We own out house together. Please help me have these removed from my credit bureau and be compensated for these inquiries. Lithia said that my interest rate was 14 percent because Dolan Toyota ran my credit multiple times without my consent.Business response
01/17/2022
Hello ******,
https://www.experian.com/blogs/ask-experian/multiple-inquiries-when-shopping-for-an-car-loan/
Again, your credit was run once by Dolan Toyota which is normal protocol and was done with your permission.
Team DolanInitial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my car to Dolan in ******* ****** to have a diagnostics done on it before getting any problems fixed on it.When they called me back to inform me of the issue they stated it was a blown head gasket and that it would be $2000 to fix the car. Two weeks later they called back to tell me that when they go into the head gasket that the head was also needing to be replaced and that they couldn't of known this till getting inside so do we still want them to fix it? I said yes, so they ordered that part. A month and a half later they called and said my car was ready and I could go pick it up. I paid for the work and went to my car, when I started the car it started very rough so I waited a few minutes and noticed the millage was blinking and the stereo and screen for all of those controls would not turn on ( all of this was working well when I dropped off the car). I went back in to ask why ...If I would of known it was going to be this I would of never agreed to the repairsBusiness response
10/08/2021
Hello,
Thank you for your concern given the vehicle matter. The customer dropped off the vehicle on July 6, 2021 for service. At time of drop-off there was an existing active code on the vehicle (code u0184-00 lost communication with radio: b2204-55 ECU configuration mismatch-not configured - active) indicating that the radio had not been properly working prior to drop-off. This was brought up to the guest when they arrived to pick-up the vehicle. Customer insisted the radio was working prior to dropping off the vehicle so the service team then put her back into the loan vehicle that was supplied at drop-off, with no charge.
The shop ******* inspected the vehicle, fuses, and wiring and confirmed no issues appeared, however the error code still showed active. The guest was contacted on 9/17 informing them of this. The guest informed the service team that her husband would be calling Friday 09/18 and that he was contacting the BBB about this. He never called. Guest is still in our loaner at this time.
At rental cost of $40.00 per day that equals $3120.00 dollars of rental expense that was not charged to the customer. This pricing exceeds the repair **** of $2697.08. We have offered to cover the labor to install the radio if the customer will cover the parts cost of about $450.00 which they have declined. We did not properly advise the customer at time of drop off or at any other time of repair about her radio codes and because of this we are offering this additional discount of labor on top of all the courtesy transportation provided to the customer.At this time the customer has picked up her vehicle and dropped off the loaner back to our store.
Thank you,
Tame Dolan
Initial Complaint
07/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
6/30/21-6/31/21 - I have been experiencing an issue with my truck. I am not a truck expert, I trusted Dolan Toyota to be "experts" in their products and to resolve my issue, and not lie to me. As I explained to them over the phone and in person, I was hearing and feeling a rubbing sound that increased in intensity and severity as the wheels sped faster. Through my own research I identified what I believed to be the issue, a bad wheel bearing. I also had a second opinion from a mobile mechanic who confirmed my suspicions and recommended I take it into a dealership. I communicated all of this to the representatives at Dolan. At no point in time did they ever check my wheel bearing. They sold me on a $900 full service inspection, in which they told me the wheel bearings would be checked, that was a lie. I was given a full inspection report after picking up my car which indicated they NEVER checked the wheel bearing. Instead, they attempted to blame my issue on an aftermarket product.Business response
07/05/2021
Hello Mr. *******,
Thank you for taking the time to reach out! We wanted to be sure to let you know that our Service Manager, Brett M******, will be reaching out to you directly.
Best,
Ashton H*****Community Relations Manager
Business response
07/07/2021
Hello Mr. *******,
If you would be willing to bring in your truck and your dealer documentation to Dolan Toyota we would be more than happy to connect you with a different manager. The manager will then work to verify your claims and forge ahead.
Verification will need to take place before issuing any refunds. Please let us know if you would be open to this!Thank you,
Ashton H*****
Community Relations Manager
Customer response
07/07/2021
Complaint: ********
I am rejecting this response because: I have already taken my vehicle into another trustworthy dealership that resolved the issue. I do not trust Dolan Toyota to do any further work on my car as they falsely claimed to have rotated my tires and checked my fluid levels. Had they done so, the issue I took my vehicle to them for (which turned out to be the tire tread wearing unevenly) would not have been present in the same wheel position had they actually rotated my tires. Furthermore, I also had to have my rear differential fluids changed. Had Dolan Toyota actually checked and changed my fluid levels as the documents they provided me claimed, I would not have had to replace my rear differential fluid at the second dealership.Dolan Toyota falsely charged me for services that were not rendered. I do not trust them to perform any further work as they have already demonstrated they're willing to take advantage of me.
Sincerely,
******* *******
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.