ComplaintsforBrent Brown Toyota

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 4Runner. We were going to do a wire transfer for the down payment but the banks were closed so we wrote a check for $26,000. The wire transfer got sent anyway for $23,500. We immediately attempted to fix the situation. I called, said we needed to talk to **** in finance, expressed to the receptionist the situation, we got sent to ***** voicemail multiple times. I didnt hear back. We were finally able to get ahold of **** the next day after multiple calls and demands that we speak to him now. He was very evasive when speaking to me and said he knew nothing. He also let me know that he switched my loan from AFCU to Toyota finance. We already signed all the paperwork, deal was done. Not once did he ask permission to do this. **** said he would see what he could do about the duplicate payment. We didnt hear back. We called the dealership, the receptionist knew who I was and hung up on me 3 separate times. I had a friend call back for me, she said we needed a response back on the issue within 15 minutes or we were sending our attorney and the authorities over there. We still didnt hear back. I finally received an email from ****. He said he would cut a check and who could he make it out to. There was a clear understanding the check would be ready to pick up from the dealership at 5:00pm. My dad co-signed so he went to pick up the check because it was clear they didnt want to assist me. He went, the receptionist and ****, said they knew nothing about a check needing to be picked up. My dad left and he called a woman from the main Toyota office. She fixed the situation almost immediately. Got our $26,000 back the following Monday. We also discovered that two weeks following the deal that they were STILL running my credit. This is also something they claim no responsibility for. We STILL have no answer as to why we have a loan through Toyota Finance and not AFCU. We still havent been able to verify the interest rate on this loan through Toyota.

  

  Business response

  01/15/2024

  We are sorry to hear that the purchase of the new 4Runner for *************** did not go as well as either of us would expect.   Our intentions were never to avoid her or her phone calls after the mix up with her bank.  We have addressed the receptionist situations and appropriate disciplinary actions have been taken. 

  As for the bank loan, Toyota Financial was used for the finance because AFCU would not approve the loan without more money down.  The loan amount, payment and interest never changed from the paperwork **************** had signed.   The loan contract she signed was a valid contract for any banked used and did not specify AFCU.  That is why no further signatures or paperwork was needed.  Brent Brown Toyota nor any of our lenders have continued to run ******************** credit after the loan was installed with Toyota Financial.   She may have received credit decision notices by mail or email a week or more after the loan was secured, but those were based off of the initial checks that were made in an effort to secure the best possible rates and term for the customer. 

  Once again we are sorry that the purchase of the 4Runner was not a smoother one and would be more than happy to address any further questions or concerns that remain. 

   

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Toyota Sienna that was a certified used vehicle and during the test drive we noticed a slight pop noise on some turns. We were informed not to worry because it was a certified Toyota and we planned on purchasing the extended warranty so if it becomes an issue it would be covered. Fast forward 11 months when I notice the clicking almost every time I turn ( I drive a company vehicle, my wife primarily drives the sienna ). I had my wife take it in and they determined after a day of testing they felt it was the strut and nothing was covered by warranty. So I was charged 170$ for a diagnostic test and left with out resolution. I spoke with the floor representative and was assured someone would reach out to me to discuss and resolve the issue, that never happened. Poor representation for a company that advertises bending over backwards for their customer.

  

  Business response

  11/21/2023

  Dealer has spoken with customer and agreed on a one time good will repair of the front struts.   Parts have been ordered and are anticipated to arrive on Nov. 27th 2023

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2022 I bought a Jeep from Brent Brown Toyota and it immediately had issues. It died in our driveway the same night we brought it home. I took it back and Brent Brown said they would fix it. It was in the shop in ************* for almost 2 weeks. I then got it back and was driving it for a week when it died again. This time it turns out it's the transmission. I went to Brent Brown to ask if they could help in any way. After some further questioning, it turns out they knew the Jeep had issues and didn't disclose any of it. They won't even give me a rental while the vehicle is in the shop. They told me "They don't owe me anything". The entire thing has been a disaster. They also sold me a warranty and neglected to give me the full paperwork and so I couldn't find out if the transmission work will even be covered until I called the company. And the warranty will only cover certain parts of the transmission. So I could still be left with a major ****.

  

  Business response

  07/22/2022

  customer purchased a 2012 Jeep Wrangler with 153k miles on it.   It is not possible for the dealer to foresee all possible repairs on a vehicle of this age and mileage.   However, dlr has assisted the customer in getting the vehicle to a repair shop that is able to look at the vehicle sooner than the shop it was initially at.   Dlr has also provided customer with a loaner vehicle at this time while vehicle is being inspected. 

  Customer response

  07/26/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 Toyota Tundra from Brent Brown Toyota on May 28, 2022 for approximately $53,000 (with $7500 down payment). I was told the truck would be deliver in a maximum 2 weeks (June 11, 2022) from the Toyota factory. After 5 weeks, I was told there was a recall, and there was no delivery date. This is a work-related vehicle, so I had to make the purchase and start insurance on the truck on May 28. It is now July 9 (4 weeks after it was promised) and I havent received the truck. Ive requested multiple times from Brent Brown Toyota a loaner vehicle, but they have not responded. I need a truck for work, and am unable to perform my work duties without it. I am seeking a loaner truck until mine is delivered.

  

  Business response

  07/13/2022

  Vehicle was place on hold by the manufacturer for a recall and could not be shipped to dealer.   This was out of the dealer control. Recall was preformed on and vehicle arrived at dealership on 7-12-22 and customer was notified it is available for pick up.  **** has -opted to wait for bed cover before picking up.  Aprox 7-14-22. 

• Initial Complaint

  07/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they sold me a car a month after having it it started having several issues concerning the battery than the electric power control.. ect. everytime i come in to have the problem fixed they charge me another 100$ on top of my warranty. they said there was a manufacture defect they had my car for over a week and after a few days of having it back it started having issues again. they took advantage of me. i bought a car at a dealership so i would know it’s reliable. i need to be able to get to my job and school. this is the second time i’ll be coming in this month to get it looked at.

  

  Business response

  08/06/2021

  Complainant's relative purchased a 2015 W Jetta with 99,671 miles on 4-22-21.  Vehicle was brought back to dealer for a starting and dyeing concerns.   Dlr worked with VW dealer and found that vehicle had a manufacture recall and dlr arranged for that to be completed by VW.  Cust continued to have starting concern and dlr picked up vehicle and took to VW where they found a bad coil.   VW is replacing coil under cust extended warrantyand vvehicle should be completed by 8-10-21.   Brent Brown Toyota is happy to assist cust with coordinating repairs, but is unable to predict any failure on an a high mileage vehicle. 

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