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:12/18/2024

  Type:Product 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.

  had a deeply frustrating experience with Advantage Toyota. I called five times last Saturday regarding an ongoing concern, and a customer service ***resentative assured me that the manager, ******* was aware and would call me shortly. It has now been almost two months, and I have yet to receive any response.This isnt the first issue Ive had with their service. Two months ago, my wife visited the dealer to ***air our car. She explained her primary concern: the car swaying on a bridge and a flat tire. Despite showing them a video of the issue, the customer service *** insisted that an alignment was necessary and charged her $290. A month later, when I revisited to ***ort the same problem, another ***resentative admitted that the issue wasnt related to the alignment and claimed it couldnt be fixed because most cars do that on bridges.Not only was the alignment unnecessary, but the ***resentative also falsely stated that my wife never showed them the video. I feel this dealership took advantage of us, performed services that werent required, and then dismissed our concerns without resolution.If you value honesty and customer care, Id strongly recommend avoiding this place.They ***lied to me with this review on ****** to contact at ***************** so we can further assist. And this is mail is fake and kept ***lying to everyones complaints to write an email to this email and actually this is mail doesnt exist. I called them multiple times and every time, I file a complaint and no one care or follow up. I am asking for a refund of the device that was done and it wasnt needed and actually it didnt fix *********** name is ******* ******* Mobile number **********

  Business Response

  Date: 12/30/2024

  I am pleased to advise that this matter has been resolved directly with the consumer. The Dealership issued the consumer a check in the sum of $239.47. Thank you. 

  Customer Answer

  Date: 12/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/21/2023

  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 ( finance) a new 2023 toyota highlander hybrid LE which MSRP is $44,337.00 but sales manager ask $2000.00 above the price and added all the car protection plans like GAP plus and others insurance plans which is around $7,000.00 never asked me about the insurance and don't give the agreement papers after few weeks later I asked for the all the documents lone officer and sales manager they make false documents which is I didn't sign it. Also when I signed up the agreement I paid down-payment $5000.00 it doesn't match my the agreement I have agreed. Yesterday I went to the dealer and asked for documents that i agreed the sales manager give a copy of my some agreement which is not completely right and by forcing he took the documents from me and yelled me and said I'm not getting anything from them.

  Business Response

  Date: 12/22/2023

  After reviewing the files maintained by the dealership, the consumer executed all documents for after-sale items purchased in connection with his acquisition of the 2023 Toyota Highlander. The dealership has never denied providing these documents to the consumer. Attached please find copies of all the executed documents for reference.
  
  Please note that after the customer visited the dealership, the dealership cancelled every product he no longer wanted. Despite doing what the customer asked, he continues to visit the dealership showroom to cause a scene and sabotage other customers and future business resulting in him being asked to leave the dealership premises. 

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear Sir, with all my respect ?? I need your attention. I had Finance toyota highlander Hybrid LE 2023 from ADVANTAGE TOYOTA, and i had a dealer agreement which is ( we both signed) before i had finance the agreement which is all together like ( car MSRP $44,337.00+ ADJUSTMENT FEE $2000.00+ NY registration + inspection fee etc it's all together $51,173.00 but last week I went to the dealer and asked for copy of my dealer agreement which is we signed before loan agreement but he ( sales manager ************************* didn't provide me the right one. Also paid $5000.00 down payment, which should be credited from the total amount of $51,173.00 I beg and respect you as an honest, hardworking guy who is looking for your honest judgment so I could get my $5000.00 down payment credited from the total amount of $51,173.00 I've attached a copy of the agreement which is I got last week from the dealer. If you need further information please don't hesitate to contact me at ******************* or my cellphone ************ thank you for your kindness. May god bless you and America ???? 
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/18/2023

  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 am writing to file a formal complaint against Advantage Toyota Scion Dealership regarding the purchase of a defective vehicle. I believe that the dealerships actions have not only breached the trust I placed in them as a customer but have also put my safety and well-being at risk.On July 06, 2023, I purchased a 2021 Toyota Highlander from Advantage Toyota Scion Dealership. I was excited about my purchase and had confidence in the reputation of Toyota vehicles for their reliability and quality. However, my experience since the purchase has been nothing short of disappointing and frustrating.

  Business Response

  Date: 08/21/2023

  Advantage Toyota (the "Dealership") has received ********************s (the "Consumer") complaint filed with the Better Business Bureau.
  
  Without disparaging the Consumers statements,the Dealership would like to remind the Consumer that he is currently waiting for parts for the replacement of his transmission. Quite simply, the repairs to the Consumers vehicle have not been completed and the Dealership is currently waiting for parts.
  
  With all due respect,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Advantage Toyota

• Initial Complaint

  Date:02/24/2023

  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.

  I am writing to express my dissatisfaction with the service I received from Advantage Toyota, located at *******************************************************************************. Auth Dealer ID#***** Phone:************ On October 20, 2022, I purchased a vehicle from this dealership. However, I was not informed that a warranty/service contract was being added to my loan in the amount of $4800 without my knowledge. They had me signed lot of documents on screen which i was just signing whenever they were saying to sign. This service contract was not required in order to finance the motor vehicle. I have contacted the dealership twice to request a refund for this unauthorized addition to my loan. I was told that someone would contact me regarding the refund, but it has been over a month now and I have yet to receive any communication. I am extremely disappointed with the lack of transparency and poor customer service that I have received from Advantage Toyota. I would like to file a formal complaint against this business and request a full refund for the unauthorized warranty/service contract that was added to my loan.

  Business Response

  Date: 02/27/2023

  Advantage Toyota (the "Dealership") has received ******************************* (the "Consumer") complaint filed with the Better Business Bureau.
  
  Attached please find a .pdf titled ************* Sale Docs 10-20-2022. The .pdf file contains copies of the following documents from the Consumers transaction:(i) Vehicle Invoice No. ******, (ii) Vehicle Purchase Agreement; and (iii) Customer Verification Accept/Decline Waiver: **. The Consumer acknowledged and accepted the terms and conditions set forth in the documents by his signature (Wet Signature).All three (3) documents separately itemize the individual charges including the warranty for $4,800. The documents show the Consumers assertions against the Dealership of an omission of sales information is incorrect and false.
  
  Please note, a wet signature means the signature was performed on physical paper. Any document containing a wet signature was physically in the hand of the signatory at the time of its execution.
  
  The Dealership has done nothing wrong. All sales information had been provided and confirmed by the Consumer.
  
  Regards,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Advantage Toyota

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was not informed of any warranty being added to my vehicle purchase. Please refer to the uploaded picture of the signatures that the business had me complete on the little screen pad. It clearly states that the "PURCHASE of this vehicle service contract is NOT REQUIRED in order to purchase or finance a motor vehicle". If ********** document physically in front of me, I would have raised the issue at the time. However, when I went through the documents after a week of purchase, I discovered that a warranty had been added without my knowledge. Moreover, this warranty is not even required to finance the vehicle. I immediately contacted the business and was informed that I could have the warranty cancelled and that someone would get back to me. However, after waiting for a month and not receiving any response, I called back again. The person on the phone said the same thing, but no one ever got back to me.

  The business did have me sign some of the documents, but they were stacked on top of each other, with only the signature part exposed. The salesperson rushed us to sign them because we had already been there for more than 6 hours and were anxious and were getting ready to leave if the process didn't complete quickly. I was not informed about any of the documents I signed, and when I asked I was told I will get copies of everything later.

  ******************************* called Friday (2-24-2023) and said I should provide him the bank details and he will request the refund for me.

  I would like to cancel this outrageous service contract, which I do not need, and request a refund. If my car breaks down, I will deal with it myself and do not want this service contract. 

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

  
  
  
  
  
  
  
   
  

  Business Response

  Date: 03/07/2023

  Advantage Toyota (the "Dealership") has received ******************************* (the "Consumer") rejection to the Dealerships response.
  
  Please be advised this will be the Dealership final response to the Customers Better Business Bureau complaint.
  
  The Dealership appreciates the Consumers CONFIRMATION of signing the physical agreements by Wet Signature. In turn, the Consumer has also confirmed the receipt of the documents and the information provided therein (documents were physically handled by the Consumer). The terms and conditions of the documents have been agreed to, acknowledged, and made binding by the Consumers signature. This confirmation also unwittingly suggests the Consumer had previously misstated information. More specifically, the exclusive use of E-Signature as the reason for his unawareness of the purchase of the Warranty/Service Plan/Product and justification of the allegations against the Dealership. While the Dealership cannot express an opinion as to why the Consumer would make any misstatements regarding the facts of the transaction, it is evident the Dealership did not engage in a deceptive add-on sales practice.
  
  The Dealership can assist with the processing of a refund for the Consumers Warranty/Service Plan/Product. However, the Warranty/Service Plan/Product is an agreement between the Consumer and the Warranty/Service Plan/Product provider.Any cancellation, termination, or amendment to an agreement must be performed by a party of that agreement. The Consumer will need to provide the Dealership with written confirmation of his request since the Dealership is a third party.The cancellation of the Warranty/Service Plan/Product will adhere to the agreed upon terms and conditions set forth in services agreement. Meaning the refunded amount from the cancellation of the Warranty/Service Plan/Product will be pro rata and only include on the remaining duration of its term. (It should be noted, the Consumers statements imply he is aware of this proration.)
  
  It is the Consumers responsibility to provide the Dealership the documentation and/or information required to assist with the processing of the cancellation. The Consumer has already admitted the Dealership has offered to assist and has requested information in order to perform such action. Along with a further admission of the failure to provide the requested information. The Dealership cannot be held liable for the Consumers failure to act. Please contact the Dealership for their assistance.
  
  Notice to the Consumer for further or future claims. With the exception of requesting the Dealerships assistance for the processing of the refund for the warranty/service plan, the Consumer should file a Civil Suit for any further,future or additional claims against the Dealership within a State or Federal Court System. Please note the Dealership has kept a record of all of the Consumers statements made herein including any misrepresentation.
  
  Once more, the Dealership has done nothing wrong but will provide the Consumer will assistance if requested.
  
  Regards,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Advantage Toyota

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The Advantage Toyota had me sign those wet signatures in a rush without properly explaining their contents or allowing time to review them. Again the documents were stacked on top of each other, with only the signature part exposed for signing, so I had no idea what they were until I reviewed them a week later. I have not misstated any information, the dealership has not answered my inquiry as to why I was made to sign the exclusively warranty contract on a screen pad without being informed about its contents?

  
  Fortunately, The Advantage Toyota has agreed to process a refund. I visited the dealership on March 9, 2023, and signed the Notice of Cancellation form as ******************************** instructed. I was informed that the refund process would take 4-6 weeks, which is frustrating. However, I will update the BBB about the complaint once I receive the refund check. I have attached the Cancellation Policy Page for the record.

  
  To prevent similar situations in the future, Dealership must provide customers with sufficient time to review and comprehend all the documents they sign. This can be achieved by either printing out all the documents or providing iPads with preloaded documents for customers to review. Additionally, providing exact samples of the signing documents to customers with exact samples of the signing documents, so they can review them while waiting for the transaction to be completed because it takes 5-6 hours to be completed. It is crucial for dealerships to prioritize transparency and communication with their customers, especially when it comes to complex paperwork and legal agreements.

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

  
  
  
  
   
  

• Initial Complaint

  Date:01/19/2023

  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 bought this vehicle the **** *********. We had discussed the breakdown of monthly payments and financial liabilities verbally. The agreement was that the monthly payment of $1100 for 60 months That was the amount and the number of months I agreed and did the process. She already had checked my credit history and came to this conclusion of my monthly payments. After thorough explanation of all that, she asked me to e-sign. So I e-signed. Then she gave me the print outs and the other paperwork. When I went through the paperwork, I found out that she had put $1100 for 83 months which was not the number of months that I had agreed verbally and the breakdown. Therefore, I feel that they had cheated me with the amount I had originally agreed. After I had signed everything, she gave me the printouts. Therefore, I cannot change anything. So please help me to resolve this issue if possible.

  Business Response

  Date: 01/23/2023

  Advantage Toyota (the "Dealership") has received ************************* (the "Consumer") complaint filed with the Better Business Bureau regarding the terms of his vehicle financing.
  
  Attached please find a .pdf titled ***********************-Wet Signed Docs. Contained in this .pdf are documents in connection with the Consumers Vehicle Purchase.These documents are: (i) Vehicle Purchase Agreement, dated 12-27-2022, (ii)Vehicle Invoice No. ******, dated 12/27/2022; (iii) Monthly Finance Payment Estimate, dated 12/27/2022; and (iv) Customer *************************************************** plans, dated 12/27/2022. All four (4) documents are signed by Wet Signature. Confirmation of the $59,789.00 vehicle sales price can be found on all four (4) documents (subtract itemized items on Vehicle Invoice for correct calculation). Additionally, the Loan Term of 83 Months is listed on the Monthly Finance Payment Estimate and Customer Verification. The Consumers wet signature (ink-on-paper) acknowledges receipt and understanding of all terms of the transaction.
  
  Also attached please find a .pdf titled ***********************-E-Signed Docs. Contained in this .pdf are documents which the Consumer signed by Electronic Format in connection with the vehicle purchase. The documents are all dated 12/27/2022 and are as follows: (i) Consumers Financing Agreement; (ii) TFS *************** Agreement; (iii) TFS Tire & ************* Agreement; (iv) TFS Pre-Paid Maintenance Program Application; and (v) GAP Program. All information contained on these electronically signed documents match the information as provided in the *************************** ****** *********
  
  By virtue of the foregoing, it is plainly clear that the Dealership has done nothing wrong. All information was provided to the Consumer in which the Consumer acknowledged by a Wet signature.
  
  Regards,
  **********************
  Legal Assistant/Corporate Paralegal
  to *********************** of
  Advantage Toyota