ComplaintsforToyota Scion of Cool Springs

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my truck off at Toyota of Coolsprings for collision repair on January 14th. It is now March 4 I have yet to get my truck back. Insurance only covers 45 days of rental coverage. Toyota is not willing to make it right since it is a parts availability issue and seeing that this was a collision and not warranty work Im left with no truck and no rental and no way to get to work without renting a vehicle on my own dime.

  

  Business response

  03/15/2024

  We are truly sorry for the delays in this repair process, but they have been beyond our control.  While we strive to make sure that no one runs out of rental, sometimes parts constraints and availability play a factor.Unfortunately, this vehicle has fallen under this situation. We had been waiting on a backordered wiring harness for quite some time rendering us unable to complete the repairs. We have been working diligently to get this part from any available source possible and get the vehicle completed promptly. As of Friday 3/8/2024, the vehicle has been completed and picked up by the customer.
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently found out that a credit card was issued in my name as the primary cardholder without my consent. I cosigned on my son's car in Dec 2018 and at that time they opened up a Toyota credit card under my name. I contacted Toyota as soon as I was aware of the situation and asked for documentation showing where I consented. They are refusing to provide the information. I was told I would have to come in to the business to get it if I want it. I told them I was in **** and unable to come in. I offered to provide my driver's license and any other ID to prove who I say I am. I would like the documentation to prove they committed fraud. My son has moved a few times since he bought his car and is unable to find the papers from the transaction. The managers I have spoken to have been rude and unwilling to resolve this matter. I found out I was the primary on the card around January of this year when my son called Toyota credit. They would not speak to him because he was not the primary cardholder. He had no idea that the card was opened up in my name. When he went to buy the car on a Monday he told them he would come back on Wednesday with the down payment and they said "no,we will put it on a Toyota credit card and you can pay them." He said the told him that's how they normally do it. I have contacted a lawyer and he instructed me to file this complaint. Toyota needs to be held responsible for their fraudulent actions!

  

  Business response

  05/02/2023

  Unfortunately we do not service the credit cards or loan products here at the dealership.  We would have to refer to the lender to close the account and complete any fraud investigation. If you are not in possession of the card, it should be reported as lost/stolen ASAP to ensure no charges have been made on it.  With regards to auto loans that our lenders provide, both the (primary) applicant and the (secondary) applicant hold the same financial/legal responsibility for the balance.  Due to privacy concerns, we do not send personal information electronically or via mail. 

  Customer response

  05/09/2023

   
  Complaint: 20006887
  
  I am rejecting this response because:
  The dealership is the one that sent in the application for the credit card so they are the ones responsible for it.  I have contacted the credit card company and they said the dealership is the one that sends the applications to them.  I would like my brother,who lives near the dealership to be able to go in and pick up all the documents I signed.  I was told they are there.  I have had nothing but resistance from this dealership!  They have shown very poor customer service.  I just want the documents I signed!
  Sincerely,
  
  ***************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/27/22, we secured a 2022 Toyota Tundra from the dealership with a $500 deposit. The truck we chose had the accessories already pre-selected with a build lead-time of 6-8 week. Upon delivery of the truck on 10/28/22 one of the accessories, a console safe, was not installed. This omission was not identified by the dealership prior to paying for the vehicle and was only discovered when reviewing the features of the vehicle with the salesman. When my husband and I found that the console safe was missing, we notified the dealership and they stated that the safe could be added in a later point (timing unknown) or refund us the price of the safe ($395.00) After weeks of discussion with the dealership, including the General Manager, and the Toyota Corporation, the dealership notified us that they would be mailing a check on 11/29/22. On 1/29/23 we still had not received the check and after several phone calls to the dealership and without a return call, we again involved Toyota corporate. The dealerships General Manager stated a check would be left at the front desk. I picked up the check today 1/23/23, and the check amount was for $308.00. After speaking with the *** she stated that was the invoice price and $395.00 is the ***** We paid the **** price when we purchased the vehicle (see attachments) and would like a full refund of the console safe.

  

  Business response

  02/10/2023

  On 9/27/22 we negotiated a sale price on a 22  Toyota Tundra with the Mr. and ******************* and at that time they stated they did not want the console safe that was on the current spec sheet of the truck being built. We did take in to consideration they did not want the console safe when we gave them a discounted price on the truck because we was not sure we could have the console safe removed at that time from the factory. However,  after the customer had taken delivery of the truck 10/28/22 the sales rep informed management ****************** had called in about the console safe not being in the truck.The console safe was removed from factory and not listed on the detail specification sheet for their Tundra. We did offer to install a console safe and ****************** would rather have a check for $308 the cost  of the console safe so after speaking with him we mailed out a check.  ******************, called and said he did not receive the check so we apologized and cut another check within 30 minutes for him but ******************* came to dealership to pick the check up and she had an issue with the amount that had already been discussed many times with *******************  On 2/2 we mailed out a check for the $87 ****************** requested for reimbursement to match MSRP pricing of the console safe. 

  Customer response

  02/17/2023

   
  Complaint: 18960892
  
  I am rejecting the response from the dealership due to the fact their reply is full of false statements. The only fact is that they mailed a check for $87 for the balance of the safe.
  I will address each of the false statements made by the dealership with facts.

  
  Regarding the statement that we did not want the console safe and that this was taken into consideration when negotiating the price of the truck, we did state to the salesmen that we would prefer not to have the safe before he informed us that this was a pre-builtoption and there could not be any changes to the specs. There was never any discussion regarding the possibility of having this removed at the factory nor was it ever a negotiating point. The dealership had a Market Adjustment which we negotiated down but still paid over MSRP. 

  
  The statement regarding a phone call that the console safe was not in the truck, is also false. After we paid for the truck, and before leaving the dealership, we and the salesman were reviewing the features and setting up the Bluetooth when I opened the console and noticed the console safe was not there. I mentioned it to the salesman and that is when he informed us that if the factory does not have the part, they will not install it, remove it from the invoice and not inform the dealership of the change. Our salesman did state that they could just install the safe at a later time or receive a refund.  We preferred to have the money returned to us. At no point during this conversation did we discuss the price of the safe since we were on our way out of town and agreed with the salesman that we would discuss it when we returned in a few weeks.

  
  On 11/8/22 my husband text the salesman a copy of the original paperwork from 9/27/22 that showed the price we paid for the safe ($395) and that we would work out the refund when bringing the truck in to get detailed. (At this point in time having a safe installed was not even an option as they were, and still are, out of stock).  Furthermore, wed have no need to incur the hassle of waiting for the installation of a product we did not want, while receiving no compensation for our hassle.
  On 11/9/22 my husband brought the truck into the dealership for a detail.
  On 11/22/22 and 11/28/22 my husband contacted the salesman for an update on the refund and did not receive a response.
  On 11/29/22 we reached out to Toyota Corporate for assistance. Later that day my husband received a text from the salesman that he talked to the owner, and he will buy the safe back and will send out a check on tomorrow (11/30/22). The price was not discussed as we assumed they would send us a check for the price we paid.  Prior to this message the salesman had offered to buy it back with his own money and my husband did not feel it right to ask the salesman to pay for expenses he might not otherwise incur like the cost of installation and full retail price.  However,as discussions carried on, it became clear that the dealership, presumably the ***did have the ability to make us whole, but instead chose to dishonestly represent that ability.
  On 12/29/22 we had not received the check, again my husband reached out to the salesman. He did not receive a response.
  On 1/4/23, he reached out again when the salesman stated they have been trying to figure it out.
  On 1/9/23 my husband contacted the salesman again for an update, which he informed him that another check was being mailed that day.
  By 1/20/23 we still had not received the check and again reached out to the salesman. He did not receive a response. (During this same time, we had received our title and a reimbursement check for registration fees from the dealership at the same mailing address they had supposedly sent the checks to, but these two checks never arrived.) 

  It was only shortly after contacting Toyota, that the dealership called and said the other two checks must have gotten lost and would issue a third check which would be at the front desk. Again, there was never any mention of the check being less than what we paid.
  On 1/31/23 I went to the dealership to retrieve the check and it was then that I found that they were trying to pay us $87.00 less than what we paid for the safe. After trying to speak with the *** I decided the only option to retrieve the full amount of money back from the dealership was to file a complaint with the BBB.

  
  Although mentioned several times, this complaint is not regarding the salesman, he went above and beyond to try and help us since purchasing the truck. This complaint is strictly about the dishonest conduct of GM who told so many lies she could not keep them straight. Although in the end they sent the balance of the amount we paid for the safe, I will continue to inform others to steer clear of this dealership. 
  

  

  Business response

  02/17/2023

  We apologize for any inconvienance we have caused the customer and any misunderstanding about the console safe. We have satisfied the customers  request for the console safe.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this truck at the end of 2020. At ******* Toyota. When we test driver it it had a rear end noise I advised the ***** person about it. They took it to the shop and all tech and shop manager said it was a normal noise. A month later it got louder and I advise the shop manager about it they keep saying it was normal. Started taking my truck to Toyota of cool *********. Every time I took it in for a service I advise them of it and they kept on saying it was normal noise and slap. Well found the *** online myself. Call Toyota customer service to got this looked at. They told me since my VIN was not on their list I would have to get a field agent to come out to look at it. They did after a month. Toyota field agent said yes it must be replaced. So they replace it drive my truck home. That weekend slap and howling noise came right back. Monday I went to have it look at and got told it a normal noise. Called Toyota customer service advised them of what they said. Now the field agent stated they will not replace nor fix the problem. . As I understand it, It call breach of warranty.

  

  Business response

  12/27/2022

  Unfortunately, the customer did not purchase his vehicle from our location and only began using Toyota of Cool Springs for service when he was asked to not return to ******* Toyota.  Toyota of Cool Springs is not the warranty company and we have no control over what "Toyota" will cover under warranty or not.  We followed the Toyota repair process on the vehicle and involved TAS (Toyota's Technical Team). The "Toyota Tech Tip" referenced in the original complaint attachments did not apply to this specific Tacoma, but TAS sent out a Toyota field rep to inspect further.  Upon inspection, the Toyota field rep found the Tacoma to operate as designed and the noise to be a natural characteristic of the vehicle.  As a goodwill gesture Toyota replaced the rear differential and the vehicle still has the same driving characteristics.  The customer has driven multiple Tacoma's and has been shown that the noise he is referring to is present in all of the vehicles.  In this case, Toyota of Cool Springs cannot do anything else for the customer's concerns at this time.  Any further inquiries about the vehicle warranty should be directed to Toyota Corporate or your selling dealer.

  Customer response

  12/27/2022

   
  Complaint: 18576198
  
  I am rejecting this response because: I have never test drove  any other Tacomas.  At that time the said test drives happened, I was not allowed to go with the tech and management, I had to wait in the waiting area. Once they came back, they said it was a normal noise, how do I know its a normal noise if I was not able to go with them.  As in the response of them fixing my rear end, I was also advised its a known issue just not on my vin number yet, hence why I was told a field agent had to verify it. I also asked the field agent what a back lash was, he advised he didnt even know what it was. I also asked why is there a loud popping that feels I was hit in the rear. He was unable to answer that as well.  All he knew was the gear ration. I am a consumer that has been fighting this noise from a week after I bought my truck. I understand that as a consumer I would have to wait for a TSA or a recall to come out. Which I have done. Further more as I advised theme of this issue they failed to document it. I just want it fixed or a replacement.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction August 29 2022 I paid 500 dollars deposit on a vehicle the dealer The dealer tried to sell me a car i didn't like and, and wanted me to wait 3 weeks for it to be delivered I contacted the sales person and i told him i purchased a car from somewhere else , and i need my 500 dollars back , and he just keep ignoring my msg and telling me he will talk with the management i have contacted him several time I have screenshot of the conversations and Im seeking help to get my 500 dollars back Invoice #: XASP2O6NSH

  

  Business response

  09/30/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: **********************************
  We received Mr. ******** request for a refund due to his current vehicle breaking down and he had to replace it sooner than expected so he is unable to wait on the new Tacoma he placed a non refundable deposit on so we refunded your deposit as requested. Thank you

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 19, 2022 we took our 4Runner to Toyota of Cool Springs Service (Service) to look at an issue. Service diagnosed the issue to be coming from the passenger side rear wheel axle. They quoted us for $1,827.41 and we had it serviced. My daughter continue to experience the issue and took it back to Toyota of Cool Springs Service on February 9, 2022. Service's diagnosis changed to front wheel axles (both wheels) and quoted us $1,739.53. I believe we should be refunded $1,827.41 since it was a misdiagnosis on the Service's part.

  

  Business response

  07/20/2022

  Business Response /* (1000, 9, 2022/03/04) */ The customer's daughter (who brought the vehicle in for repairs) asked us to diagnose a noise coming from the right rear of the vehicle. That noise was found to be a wheel bearing. The customer decided not to complete the repair at that time. Then came back a month later and requested that we replace that wheel bearing that was making noise. Three weeks later the customer came back in requesting that we diagnose another noise coming from the front of the vehicle this time and it was found to be a front wheel bearing. We completed the repairs as instructed. When we last spoke with Mr *******, we explained that these were 2 separate repairs that needed to be done on the vehicle and all repairs were completed per the customer's consent. As a goodwill gesture to show our appreciation for Mr *******'s business, we would like to extend a $250 in-store credit to be used on any future repairs.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a Toyota **** *** from Toyota of Cool Springs, Included in the purchase was what the Finance person selling warranties explained to me was a warranty that would protect against paint chipping. I verified with him multiple times it would protect against paint chipping caused by road debris before authorizing it. Of course at the end of the night after buying a car I have dozens of documents shoved in front of me to sign, the store is closing down - i quickly sign everything and leave. First servicing, I have picked up a few paint chips on my car, the service department tells me to call someone who tells me to call someone else, who then never returns my call. Second servicing... same thing happened. Third servicing I get forwarded to someone in finance who blames me for believing what his employee told me and further blames me for not coming to him sooner - when I didn't even know to come to him!!! Believe I am either owed paint repair service as I believe I was sold, or that I am owed a refund for this warranty they are refusing to honor (the terms and conditions only specify items like water spotting and bird **** as being covered... I did sign the paper, but given the circumstances and the verbal confirmation by their person I feel they should stand by what they promised me rather than what was in fine print on 1 page out of 100 that was put in front of me by a person padding their commission check with dishonest promises.) I want either a repair or a refund

  

  Business response

  02/23/2022

  Business Response /* (1000, 8, 2022/02/16) */ Spoke to Mr. ****** and went over the details and coverage of the paint protection product he purchased. While the paint protection product does not cover his specific issue, I offered Mr. ****** a one time goodwill of touching up the paint chips for him.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my 1994 Toyota *********** in for service for the same issue (engine running rough/check engine light) *8* times. It has been returned to me 7 times as being fixed, and I have paid almost $5,000 to perform *all* of their recommended repairs, which come with a Toyota nationwide warranty. I spoke to ******* the service manager, ***** the sales manager, and I have asked to speak to the General Manager several times (he instead sent *****). My chief concern was to repair it right the first time - and almost every visit resulted in the car failing within 24 hours. Their last quote was to "replace the entire exhaust system" for $8,500. This is the same exhaust system in the car since they first started working on it in August; the same during the repairs in December and January. Since I still have the exact same issue after $5000 in repairs, I am seeking a refund. 8-4-2021 *********** received from your service department as fixed concern "Car idling weirdly" and "Car will not start" - Replaced distributor and timing. " TOCSXXXXXX $1454.69 12-8-2021 LandCruiser running rough, check engine light is on. Car returned to Toyota of Cool Springs, and listed as fixed "timing adjustment" Order#XXXXXX $3247.34 12-15-2021 Repair did not last 24 hours - Returned to Toyota of Cool Springs check engine light on again. "Adjusted timing" 12-21-2021 Update from **** - "Master tech got check engine light to turn off" XX-XX-XXXX **** - "Check engine light hasn't come back on...Good to pick up. No code, just cleared itself." 12-28-2021 Check engine light returned on after <24 hours, returned car to Toyota of Cool Spings" 1-5-2022 ******* "Adjusted idle control and timing", ok to pick up on 1-8 1-8-2022 "Checked engine on cold start and test drove no issues" TOCSXXXXXX 1-12-2022 Check engine light returns on. Reported to **** 1-25-2022 Returned vehicle to Toyota of Cool Springs "Running rough, check engine light is on" 1-28-2022 **** recommends $8500 more

  

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/01/31) */ Spoke with Mr ***** an d explained that his vehicle was repaired exactly as we described. Due to the age and extremely rusted condition of the vehicle, we had to start with the most necessary repair items first. This vehicle was not even able to drive into the repair bay on it's own power and had to be pushed. We replaced the distributor (that was in extremely poor condition) as Mr ***** requested and we recommended additional work that was postponed until the next service. Once these repairs were completed the vehicle was test driven without any failures. Then the vehicle sat for a couple of weeks awaiting pick-up. Shortly after the vehicle was picked up the customer informed us that the check engine light came back on. Based on the diagnostic codes we cannot diagnose further until we rule out the exhaust leaks. The exhaust is extremely rusted with perforations throughout. In this case we are unable to perform any additional diagnostics until the exhaust is replaced.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership's certified collision center had my $48,000 2021 ****** with 5,400 miles from May 4, 2021 to July 13, 2021 and made repairs to the vehicle that I, the customer, was not happy with. The shop manager kicked me off the property and said "Take the truck and leave, I'm done with you" because I was frustrated with the repair work still not being right after being told it was completed on 2 occasions. I attempted to contact dealership management at lest 15 times about my issues with the repairs. They will not take my calls nor will they return my calls. Through the complaint process with Toyota Corporate they have relayed that they "FEEL like they repaired my truck to factory specs" but they refuse to meet with me and look at it so I can show them what my issues are. The bed isn't lined up properly and the passenger side door gaps are off by quite a bit They were paid almost $13,000 for the work and it's going to cost me out of pocket to have it corrected somewhere else.

  

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2021/08/20) */ We apologize for the delayed response, as we were trying to wait for a new ****** to arrive and be available to meet Mr. ****'s request for inspection. Due to the inventory shortage, we do not have any new ******'s available right now and do not have a clear ETA on availability. Based on our initial discussion with ***** **** (prior to this BBB inquiry) we were under the understanding that they would send the truck to another shop for review and notify us if they believed that we were responsible for a corrective repair. It does not sound like that is the case which understandably left Mr **** without resolution. Our customer care team has spoken with Mr **** and arranged that he bring his truck to ****** Toyota for them to inspect as an unbiased third party. We explained that if ****** Toyota finds corrective repair issues than we could get them to fix and bill us directly. Mr **** seemed to be okay with this solution. Consumer Response /* (3000, 14, 2021/08/20) */ In response to BBB email dated 8/20/2021: Yes a dealership representative finally contacted me. After over a month of me attempting to talk with dealership management they finally reached out on the very same day I was notified that they had received this complaint... No I am not satisfied with their "efforts" to resolve my claim. Their ONLY effort to resolve my issue is to further inconvenience me by telling me that my only option is to take my vehicle to a Toyota repair facility OF THEIR CHOOSING, which is further away from where I live than they are. I've already made the 3 hour round trip drive to their facility on 4 occasions, which is what led to this complaint in the first place. If they REALLY WANTED to do the right thing they would ask me to take it to a Toyota repair facility of my choice, so I don't have to make a 4 hour round trip drive to the one of their choice. After all a Toyota repair facility is a Toyota repair facility, right?? Or is it possible that they only want me taking it to a facility that they know will side with them and find nothing wrong?? Why would I question their integrity? Like my complaint states, they told me on two occasions my vehicle was finished and they had 70 days to make 100% sure everything was right and tight, yet the manager of the facility couldn't even verify the back seat of the truck was bolted back in correctly (3 bolts were barely threaded in) before telling me it was ready twice and then kicking me off the lot when I tried to point out items that weren't correct. Would you take your vehicle to a facility of their choosing?? Business Response /* (4000, 20, 2021/08/20) */ We have arranged things with ****** Toyota because they have agreed to fix your concerns and bill us directly. We in no way benefit from sending you to our competitor for repairs, but we are trying to get your concerns resolved as quickly as possible from this point. Consumer Response /* (3000, 24, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a signed letter from one of the dealership's General Managers, stating Toyota of Cool Springs will be taking care of the financial responsibility for the corrective repairs to my truck and that they will be providing me with a vehicle comparable to my ****** while ****** Toyota is working on mine. They stated they have an agreement with ****** Toyota but I would like that written assurance from them. Also, ****** Toyota can't get my truck in for full evaluation until October 11th, which will probably have it being returned to me sometime in November. That's no fault of ****** Toyota but the inconvenience I'm having to deal with is being dragged out and extremely unnecessary when there are other shops that could make the corrective repairs prior to October. Business Response /* (4000, 28, 2021/09/14) */ We have reached out to ****** Toyota and asked them to try to expedite the process on their end to get your truck in as soon as possible. As we stated before, we will pay ****** directly for them to complete any necessary corrective repairs to your vehicle.

*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. ↩