ComplaintsforPriority Toyota Springfield

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used car that was presented to be in near perfect condition. After transporting the vehicle to FL, I learned it was completely mouse infested and the dealership had concealed the smell using heavy perfumes and odor masking techniques. The entire interior was removed, carpet and many wiring harnesses replaced resulting in $8400 in damages. I later learned that they underpaid for the vehicle by 10k dollars, completely taking advantage of the elderly gentleman that owned it. After speaking with the owner of Priority, *************************, he assured me that they would "make things right" by reimbursing me for the repairs. He no longer responds to emails and calls.

  Business response

  03/31/2023

  Before the customer purchased vehicle it was inspected by his mechanic. However as a goodwill gesture we did refund the customer $3000.00.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Just purchase this car in the past month and a half . When I purchased this vehicle, the used car manager, Alan lied to me and my family saying that this vehicle slogan inspected and gone through with used car check out. When this car was taken possession by me, one of the representatives in that store mention to me that this vehicle never had a used car checklist done. Within an hour of taking possession of this vehicle, I’ve noticed that the transmission was faulty, since it was taking longer to shift gears, and I’ve also noticed a loud noise from the wheelchair, I took it back within an hour. They held my vehicle for two days, and told me that the job was done. When I got the vehicle back, none of the issues were addressed, and nothing was fixed, I had to take the vehicle back to them again after four days of owning the unit and they kept the vehicle for over a week and a half, this is a used car tactic where they keep the vehicles in the service day and wait until the loan is funded so you have no options in backing out of the vehicle. If you don't want to, I got the vehicle back the wheel bearing was fixed, but the transmission was still faulty, there was more issues arising with funding and getting my loan process and paying off my trade, after weeks of going through that we got it taken care of but the transmission was never overseen. I brought it to the attention of multiple managers, multiple service department and multiple service managers and none returned my call even after requesting to speak to the general manager. I had to personally look in their website and get the general managers phone number and called him in mentioning this whole issue And he had scheduled a appointment for this Saturday, 7 October. My transmission is being jerked a lot more and its not safe to drive and its causing a huge inconvenience for me and my family. My resolution to this is I just want to return the car, retrieve my money that I put down and go on with my day.

  Business response

  10/10/2022

  We are having the vehicle repaired to the customers satisfaction.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2022, I went to Priority Toyota of Springfield, Virginia for a scheduled oil change. My appointment was at 5:30 pm. The service was performed by the dealership and I left at approximately 7:30 pm. I did not open the hood and check the oil or make sure the service was done properly. I was approximately ten miles away from the dealership when I noticed smoke coming from the engine compartment and out from underneath the hood. There was a very strong odor of smoke. I could feel a difference in how the car was running so I immediately pulled to the side of the road. I opened the hood and there was motor oil sprayed all over the engine compartment. The smoke was from motor oil burning on parts of the hot engine. Luckily the car did not catch on fire. I checked the oil and there was no oil on the dipstick. I took photos of everything. The car was towed back to the dealership and I had to find a ride home. On May 4, 2022, at 7 am I called the service department and explained what happened. They said they would look at my car. I told them I needed a ride to the dealership and a loaner vehicle so I could go to work. They sent a Lift to pick me up. When I arrived I spoke to *******************, the service manager. He said they would re-do the oil change and clean the engine compartment. He said they would also clean the car and do a full detail. I explained that the engine is ruined and will never be the same because the car was driven without oil for miles. ** this point, he dismissed me and walked away. ************ was rude and very unprofessional. On May 5, 2022, at 7 am I picked up my car from the dealership. I was not given any explanation and was told to get the key from the cashier. Under duress and having no other option I took possession of my car. The car does not feel like it runs the same and I don't have the money to bring it to another mechanic. I feel uneasy driving it now. I'm not sure what else to do at this point.

  Business response

  05/09/2022

  Please bring the vehicle in and we will inspect to make sure it is running fine.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 11th $145 was charged for diagnostic fee.I called the dealership before going to the shop. I spoke to Paul about the issue I was having. I had a service repair done by Toyota in 2019. I asked paul if they can check and see if the issue I am having with my car is the same as that was fixed by toyota before. Paul assured me that he would not charge me for diagnostics if the issue was the same that was fixed by toyota. I took my car and dropped it off with the dealership. Next day I went to pick the car, and I was told its a different issue and not the torque converter that was fixed by toyota before. I asked Paul several times about the torque converter and he clearly told me that the Torque converter is fine and your transmission is bad. Since its not the same issue, I have to pay the diagnostics fee. I paid $145 and left. I took my car to another repairshop to scan, and the very first code that cameup was torque converter. I have attached the scan report here. I called paul again, he did not help. I talked to Susan, she is the customer service manager. She did not help and told me she will call back. She never did. I filed a complaint to toyota, and recieved a call from her. Same thing she said she will talk to her director and call me back. She never did. I tried calling her again or her manager chris, but then both of these were sent to voicemail. I left voicemail to call me back but never received a call from them.

  Business response

  03/07/2022

  Unfortunately we cannot refund the diagnostic fee because the vehicle is out of warranty and also because it was repaired at another Toyota dealership previously. All repairs made by Toyota dealerships are warranted for 12 months unlimited mileage and this vehicle was repaired August 19th 2019.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle back in June 2018 with Priority Toyota Springfield. When I was looking into trading in my car in 2021, I was told that my odometer reading was over 200k since 2018 based on Carfax. The car had actually only 60k miles. When looking closer at the situation, the odometer discrepancy happened when the title was sent over to the DMV at the time I purchased the vehicle at Priority Toyota. This devalued my car by over 10k dollars. Since then, I have been back and forth with the dealership about sending the proper documentation to the DMV to get this fixed. It is now February 2022 and I have been dealing with this problem for over a year. I recently went to the DMV and was told that there is no record of a dispute or any documentation that has been sent. I have emails and voice recordings of unmade promises from the dealership from multiple staff members. I have spent numerous hours trying to fix an issue that should have never been made to begin with and the dealership does not take any fault in the discrepancy and has even blamed it on me (all evidence in an email sent to me by ********** the title clerk). I am unable to trade in my vehicle which has led me to keep a vehicle that is no longer right for me. The dealership has been unresponsive when I have asked for the documentation so that I can take it to the DMV myself. I have been getting my vehicle serviced at the dealership but they apparently do not keep record of it and the odometer reading each time.

  Business response

  03/31/2022

  This issue has been resolved.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 15 Dec 2021 I took my Toyota ****** in for a Recall notice fix. Right after I turned my vehicle In I had to go to work. I worked in a building that day where I was not allowed to take my phone in. Once I was done and went back to the dealership to pick up my car the service representative stated that it was at the service department. To my surprise someone (not me) agreed to services that I would have never done to my vehicle. Once I ask the service representative stated that he called and some lady stated that it was okay. I tried to get a name so that I can bring this up to the business that I was working at that day, however they was unable to provide me with a name. I then called after I picked up the phone to contact the service manager however nothing was completed. I would ask that all service representative get special instructions to not approve recommended maintenance on a vehicle unless they are for sure that the person that they called are the owner of the vehicle before they conduct maintenance on a vehicle. I heard that this has occurred numerous time in the pass from this same dealership and would like to get this fixed. I would also like to get a name of who authorized the maintenance so that I can tell the business that I was working with.

  Business response

  12/28/2021

  We will contact customer to resolve issue.

  Customer response

  12/29/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchase date: 8/20/2021 Finance Price: $58,638.82 Priority Toyota (Springfield VA) Committed to providing buyer with promotional interest, rate but later changed the rate in the contract without buyer knowledge. Priority Toyota also charged a surcharge for the vehicle due to COVID-19 and stated all of Toyota dealerships had such practices. Toyota Priority Owner Anthony W********** agreed to change interest rate, but rescinded the offer and told buyer to refinance else where. Priority Toyota also added additional warranties buyer was not aware of and buyer is having a difficult time canceling additional warranties. Summary: Dealership inflated the price of the vehicle and charged $7,000 over sticker price stating it was due to the pandemic and microchip shortage. The dealership stated "they" were all(Toyota dealerships) conducting this practice due to low inventory. Dealer changed the agreed upon interest rate for the vehicle. The dealer told the buyer they had a special interest rate of 2.49% and changed the interest rate without discussing it with the buyer to 6.64%. Buyer discovered the changed interest rate after 30-days. Owner Anthony W************* agreed to change the interest rate to what was originally agreed upon, because salesperson ******* confirmed the special promotion interest rate was agreed upon. Buyer expressed the need to discuss the matter with an attorney. Buyer contacted Owner  W****, who now does not want to change the interest rate to the agreed upon amount. Buyer is having a difficult time canceling the additional warranties buyer thought was included in the standard warranty. Buyer was aware of the Gap warranty, but not the other warranties.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2021, I purchased a 2019 **** ****** with 29K miles, total miles on my car now 31K. As of November 23rd  2021 my car had to be towed into **** dealership because the transmission is gone in my car and I'm told it will take 3-4weeks for repair. Toyota or **** are not trying to help me with a loaner. I'm told I will have to rent a car which I can't afford!! I will be looking at over $1000 for a rental and $487 in a car note. I called *** this morning because I was told I had a Lifetime Insurance and they would be able to help me only to find out that the VIN # that my car is under belongs to a 2014 **** **********. I called Toyota about this because I purchased my car from them and I haven't heard back from them. This is a very stressful situation, I have to get back and forth to work and doctors appointments and I'm hitting a brick wall. I need some help PLEASE>

  Business response

  01/11/2022

  The customer was traded out of the vehicle to thier satisfaction.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had traded my very clean 2013 ********* Limited with only 45k miles on 8/29/21. I had paid 5% roughly $ 2k over MSRP. While making the final numbers on the deal, the salesman added (inflated) the price by $ 2k for the floor plan that everyone pay so he said. I was tired and wanted to get home to wife and 3 kids. In the back of my mind, I was thinking that he was referring to the processing and handling fee. I had taken pics of the sticker and this was $ 1,175 which was included already in the sticker price. On the sticker they wanted $ 6,995 market adjustment which I agreed to the 5% roughly $ 2k over sticker price. The floor plan is supposed to be what the dealer pays to their financing company until car is sold. I wanted to file this earlier but thought about it for a couple weeks. I love the car and done much service at this dealership. It was unethical for the sales manager and salesman to inflate the price and say everyone pays this. In hind site, this was a scam.

  Business response

  11/08/2021

  Customer Relations manager spoke to new car mgr per sales mgr everything was explaINED TO CUSTOMER AND DID GO OVER MARKET ADJUSTMENTS PRICES PER MGR DID SIGN ALL DOCUMENTS AND NO REFUND WILL BE ISSUED DUE TO EXPLAINING ALL TERMS AND SIGNATURE FROM CUSTOMER ON ALL DOCS AGREE TO SIGNING.

  Customer response

  12/22/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: **** ********* <*********@*****.com>
  Date: Tue, Dec 21, 2021 at 11:02 AM
  Subject: Re: Priority Toyoto Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>, **** ********* <*********@*****.com>
  
  There is no mention of the scam them did to me on the "floor" plan.  I had agreed to the 5% $ 2,000 over MSRP.  It was a scam since the put in an additional $2k cost which had nothing to do with market adjustments.
  They had said this is the floor plan that everyone pays.  No one pays the floor plan which is the interest charge banks charge dealers to finance the car.   They inflated the price when I thought they may be referring to processing and handling fee.  This was included in the sales price sticker.  I was tired.  They are not being truthful.  I did agree to the $ 2k for market adjustments, how do they explain the additional $ 2k on the sales price?  It was the floor plan the salesman said which was a scam.  It is not ethical to change the market adjustment from $ 2k to $ 4k.  The salesman and sales manager are not being honest.  I did not see the earlier sent email from November.
  
  Please let the Priority Toyota I want the $ 2k back that they charged me for a floor plan and did not agree to be calculated (hidden in) $ 4k market adjustment.  They are adding the floor plan of $ 2k which no one pays.  The hid this in the market adjustment which I did not agree to.
  
  Please re-open this and have Toyota address the unexplained $ 2k increase in market adjustment to $ 4k when I agreed to just $ 2k.  They added the floor plan scam to the final price which is not right.
  
  Thanks,
  
  ****,
  ph ###-###-####
  
  First photo shows what the dealer wanted for market adjustment over MSRP price of $ 6,995 which I agreed to $ 2k which is roughly 5%.
  Next photo is bottom of MSRP price of $ 44,158.  In middle of photo shows processing and handling fee of $ 1,175.00 - which is already included in price.
  
  I was tired and confused.  I filed complaint that he added $ 2k for floor plan in addition to agreed $ 2k over sticker price.  He said everyone pays but that was unethical since dealer pays floor plan and not customer.  They both scammed me the salesman and sales manager.  As God as my witness, this is what they had done.  Why would I pay $ 4k market adjustment when I agreed to pay $ 2k market adjustment?
  That is why he mentioned the $ 2k for the floor plan.  Being tired I was thinking he was referring to processing and handling fee of $ 1,175 but that was not the case.  That was already included in price of vehicle.
  Ask them did they say I was to pay $ 2k for the floor plan and that everyone pays the floor plan.  That is unethical and no one pays that $ 2k.  They just scammed me and added that in.  I want that $ 2k back for the floor plan that was not a valid part of the deal for the car.

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