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:07/17/2025

  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.

  Bought a truck right before closing on 7/7/25, originally wanted the Tundra 1794 model, the salesman pushed the platinum on me since they didnt have the 1794 in stock. I agreed. I signed mileage paperwork stating the truck had 5 miles on it. Once I drove off and changed the dashboard odometer to total miles it showed 178. I have contacted the *** and they said they would look into it. I think this counts as fraud, because they violated the truthful disclosure. Please advise.

  Business Response

  Date: 07/18/2025

  I would like to provide a summary regarding *** ************* recent interactions with our dealership. *** *********** took delivery of his vehicle on July 7, 2025. He subsequently returned on July 8, 2025, at 10:00 AM to retrieve the hitch ball from his trade-in and to have a protective coating installed.
  During his visit, *** *********** waited approximately one hour for the installation. At no point during this time did he mention any discrepancies, which we would have been more than willing to address. He inspected his new truck thoroughly at both the time of delivery on the 7th and during his return visit on the 8th, yet he did not bring any concerns to our attention.  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23615465
  
  I am rejecting this response:

  I was told by the salesman ******* that I had to come back in the morning to get my truck detailed since they couldnt at the time of delivery (after hours and they had closed). I remembered I forgot my ball hitch and told him I would grab it when they were detailing it. When I called my insurance to transfer my policy. I noticed the mileage error and texted the salesman on Wed. He did not respond until I texted him AGAIN on Monday to follow up. Please see the attached image of the text showing the *** did not follow up. I documented it and they said they were looking into it.

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

  Business Response

  Date: 07/21/2025

  After three days of operating the truck, it is not possible to ascertain the mileage recorded at the time of delivery, aside from the documentation signed by the customer.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23615465
  
  I am rejecting this response because:

   

  I reached out to the sales *** the 2 day. I took ownership at 10pm on Monday, contacted him Wed when transferring my insurance and looking at paperwork. Its not my fault your *** ***** raise it to management. He neglected to notify and dress the issue until I followed up the 2nd time. Still nothing. Now they want to put the blame on me? I submitted texted showing I contacted the  *** and he never followed up even with me texting him again. Now that I go to the BBB they want to blame me and be quick to respond. 
  

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

  Business Response

  Date: 07/21/2025

  
  I am unclear about the customer's specific request. He has purchased a new truck and signed all requisite documentation. Should any discrepancies arise, they can be addressed accordingly. If there is credible evidence supporting any inaccuracies in the reported mileage, we are prepared to amend the odometer statement as needed.
  
  

• Initial Complaint

  Date:06/13/2025

  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.

  My car was damaged while at the business for repairs and they have refused to pay for the cracked windshield

  Business Response

  Date: 06/17/2025

  Thank you bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to clarify the situation. Our team has thoroughly reviewed the service records and vehicle intake notes from the date of your visit. At the time your vehicle was brought in, the existing crack in the windshield was observed. Our Toyota Master Technician noticed the cracked glass when diagnosing the needed repairs for the braking system. The location of the crack was at the bottom of the windshield right next to one of the wiper arms, the damage looks to be much like an impact and or road debris that may have caused the damage. The wiper arm also had some noticeable damage.  Our technician did not perform any work in the area of the windshield that could have resulted in a new crack. When discussing this matter with technician, he did mention, during the road test after performing the repairs needed to the *** system the crack on the windshield did extend a little further as the vehicle was being driven on the interstate to confirm repairs being complete. We strive to deliver honest, quality service, and it is never our intent to overlook customer concerns.  While we understand your frustration in noticing the crack after the service, we can confirm that no actions were taken during the appointment that would have impacted or caused damage to the windshield.

  Customer Answer

  Date: 06/28/2025

  I have received no response from the business.  I do not understand why the case would be closed.

• Initial Complaint

  Date:03/24/2025

  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.

  ****** ****** terminated me without looking at my doctor statements and I notified ****** ****** and what he did was had her to stop responding to my messages. I never had a key to my desk and my belongings were gone through and emails were deleted off of my computer. ****** ****** never paid me for the service connect he always gave the bonus money to Amesia, she barely worked she walked around most of the time pay checks were messed along with W-2 form. I was also asked by ***** was I going to return back to work after a funeral this was so unprofessional, because others was never ask that question before. My hours were always of because ***** told me that if I take a 30 min break then I would have all of my hours which was 40 hours. I asked ****** for Montrells number at the Chicago office snd he sent me to an office to talk to ***** which he was very rude. Another man that handles other positions there I also have a video of the conversation, because others was coming in a hour late or running behind and etc. ****** also sent me an email only telling me to get Get started which emphasize it when it was sent. When he had never ever sent me a email in that sort before. I have been there since May.16,2024 and I never received any holiday pay until September. 2024 and a new work came in received holiday pay right off the rip. When he came back from having a heart attack he began to change things like almost every month it was something different. First he started off back in the summer of 2024 telling me that I could not wear certain things when others were wear spandex pants and shorts. Now I know that I was being racially profiled. I did contact an attorney concerning this matter.

  Business Response

  Date: 04/10/2025

  This will be our only communication concerning this complaint.  Ms. ******* ****** was terminated due to excessive absenteeism.  She was given a copy of Nashville Toyota North's attendance policy when hired and was informed prior to her exceeding her days.  The communication from her in this complaint is strongly denied by Nashville Toyota North.  

  ******* Campbell 

   

  Customer Answer

  Date: 04/10/2025

  Good afternoon I do not accept what *** stated because he was in the meeting with me and Mr. ***** that I recorded. When Mr. ***** stated that basically I need to mind my own business in so many words about others coming in late and missing days. ****** racial profiled me when told me back in may. 2024 not wear these type of short wear which they were casual so what he did was had ****** **** to give me a different copy of the dress code which I still have which I quote it say no spandex no tank tops no rips and jeans. I saw other women wearing spandex tank tops with no sweaters over them so therefore ****** racially profiled me.

  Business Response

  Date: 04/14/2025

  As stated earlier, Ms. ****** was let go due to excessive absences.  

  Thank you for your time.

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

  by Nashville Toyota North, by its controller

   

   

• Initial Complaint

  Date:10/16/2024

  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 arrived at Nashville Toyota North around 9:15-9:30 this morning to address what I believed was a wheel bearing that may need to be replaced. Around 11 am, the service representative informed me of several recommended repairs based on the service technicians inspection. This estimate included replacing my cabin air filter as well as an oil change. I commented to the service representative that those recommendations were inappropriate given that I had just replaced those things last week. The service representative presumably returned to the service mechanic for clarification, returned shortly after, and told me the service technician mistakenly added the cabin air filter replacement to the estimate. The service technician informed the service representative that the oil filter housing was leaking and that the filter gasket was in the wrong location, arguing that the gasket should be on the inside of the housing. I have changed my oil and oil filter for several years and have used ********** and filters for some time, so I was skeptical that I had not performed the oil replacement service correctly. I did not see leaking oil upon completion of the oil and oil filter replacement, so I called Amsoil while at Toyota North Nashville to confirm that the gasket is designed to be on the outside of the oil filter housing to seal the cap to the oil filter housing area. The ****** representative confirmed I was correct and that the gasket should not be on the inside of the filter. I returned home to look under my vehicle and have not seen oil dripping from the pan or the filter, despite the fact that the invoice claims the housing gasket is improperly installed and is seaping oil.

  Business Response

  Date: 11/04/2024

  At no time should we have informed Mr. ***** he needed a cabin filter replacement.  To give our technician the benefit of the doubt, if he did fat finger it, the responsibly relies on us to implement tickets into our system correctly.  The technician has been spoken to concerning this matter.  I apologize for the error.   As far as the oil filter housing gasket, we will have to agree to disagree.  Mr. ***** feels assured the place he has is oil changed is providing excellent service.   Our Toyota trained technician disagreed with how the gasket was fitting and brought it to the customer attention.   As for the wheel bearing, our technician diagnosed it as worn and need of replacing.  The customer is upset we did not have the part in stock. The vehicle is a 2014.  We cannot carry every part on every make, mode and year.  IT was the customer's decision for us not to fix it because we had to order the part.  

  This will conclude our answers to this matter.  

   

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22433085
  
  I am rejecting this response because:

  The technician recommended the cabin air filter replacement and attempted to make additional repairs before my leaving Toyota North Nashville. The technician and service advisor were working in tandem to attempt to force me to have unnecessary repairs done, even going so far as to claim my car was unsafe to drive before I left the service center. This is not a mistake or a fat finger issue. This is poor, exploitative business practices in my eyes. Based on that, Toyota North Nashvilles response is unsatisfactory, and this service center should be investigated further.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/05/2024

  We have answered the original complaint.  

   

• Initial Complaint

  Date:08/29/2024

  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.

  First I am 70 years old and I bought a car that will my last. It had a head gasket problem took it to Toyota north talk to them about the cost the service clerk came up with an amount that was high 2000 and said that was to cover them if they ran into any problems so I agreed to let them handle it because I had the understanding that if they didn't run into any problems I would not have to pay the hole 2000. Well I went to pick the car up I had to pay the 2000 thinuking that they must of had problems, but when I looked at the paper work I seen that it only took them 4.2 hours to do the job so they over charge me they have kept me running around in circles trying to get my money back. There is more they either over tighten my valves or got the timing belt off one notch. This damaged one of my valves and when it started making noise I checked the valves they were to tight and I readjusted them so this another problem they caused I am only asking theme to recalculate my bill for 4.2 hours. This happened in January 2024.

  Business Response

  Date: 10/22/2024

  Mr. ****** brought to us a 1990 ******** Rocky to repair.  Nashville Toyota North allowed him to purchase and bring to us his own parts.  Nashville Toyota North replaced the Head Gasket on the 1990 Daihatsu Rocky *****************.  The labor cost to repair such item is 4.5 hours at our door rate of $ ******.  The 4.5 hours is a standard cost in the industry for such repair.  After that repair and when Nashville Toyota North was putting the car back together, the Technician noticed the Valve Cover was Cracked.  It is not something Nashville Toyota Crack while repairing the head gasket but was discovered by the Technician.  The customer was informed and he went and purchased a new one and we fixed that repair at a cost of 2.5 hours (again standard pricing for that type of repair). After reviewing the ticket, it has been determined Nashville Toyota North will refund the customer the difference of 4.28 hours at $   ****** plus sales tax.  This is a Vehicle Nashville Toyota North does not work on but we did commit to the customer to do the work.  The extra money charged was due to the fact the Technician had to spend extra time on the vehicle for its repair for the reasons already stated.  Nashville Toyota North will contact the customer today and inform him we are mailing him a refund check  $ 884.71.  There was much miscommunication on this repair.  *********** Writer who generated the repair is no longer with the company.   It is our desire to reach a fair conclusion to this issue.  I would like to thank the Better Business Bureau and the customer for their patience.  **************** was not aware of the problem until last week.  My name is ******* ********, Controller.  If the customer has any further questions have him reach out to me directly.  My number is ************.  That is a direct line.  To recap the customer was charged $ 2,351.92.  The repairs we fixed is 7 hours at $ ****** plus shop supplies of $ 19.98.  The sales tax is $ 124.23.  The total is $ 1,467.21.  The difference between  amount charged and the amount we have discounted to is $ 884.71.  Thanks again.  

   

• Initial Complaint

  Date:10/06/2022

  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 purchased a used car from this dealership on September 18th which had some cosmetic defects, apparently from an accident that the previous owner got in to and did not have repaired. During the sale I was given $500 towards repairs (it did I believe have an as-is clause) and they did make one minor non-paint bodywork repair (see attached documents). The issue came when I took the car to get an estimate done for the other repairs, which were estimated at $5200(see attached documents). This was obviously alarming, and I contacted the dealer. The manager refused to reimburse the remaining expenses, and they also declined to contact the previous owner to see if the damages would be claimable through their insurance. I am seeking payment of the difference of what has already been paid and the remaining repair costs.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Ms. ********,
  Thank you for contacting us through the BBB and expressing your concerns on the vehicle you purchased. I believe you mentioned purchasing the vehicle with an as-is clause but I would like to look into this further if that would be acceptable to you. We could set up a time to meet in person so I can look at your vehicle myself.
  You will find a voicemail from me which I left you today so please feel free to contact me directly when time permits. I look forward to hearing from you.
  
  Thank you,
  
  **** *****
  General Manager
  Nashville Toyota North
  ************ Direct office
  ******@nashvilletoyotanorth.com