Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Incident: November 6, 2024 Purchased: Toyota Grand Highlander I am writing to file a formal complaint against Toyota Montgomery regarding a discrepancy in the mileage of a Toyota Grand Highlander I purchased on November 6, 2024. The paperwork I signed indicated the vehicle had only 5 miles. However, the odometer read over 50 miles as I drove the car home after the purchase. Upon returning to the dealership, I pointed out not only the mileage discrepancy but also black dirty marks on the ceiling, a tear in the seal of the driver-side back door, and a work order form left in the car that detailed scratches on the doors. The salesperson assured me that these issues would be addressed during the next service appointment.I contacted Toyota **************** on November 15th to inquire about the possible reasons for the mileage increase, questioning whether the vehicle had been driven to a paint shop, between dealers, or taken for a joy ride. They promised to investigate. However, having received no response, I called again on November 25th. It was then confirmed that the vehicle indeed had only 5 miles on November 1, 2024just five days before the purchase. This rapid increase in mileage in such a short time frame heightens my concerns regarding how the vehicle was handled prior to sale and the transparency of the transaction.I have repeatedly sought an explanation and potential compensation from the dealership for what seems to be excessive use of a new vehicle before sale. Unfortunately, the responses have been unsatisfactory, and no adequate resolution has been provided. I am documenting these concerns to seek improvements and ensure future service quality, given the warranties and service agreements I purchased. I request formal acknowledgment of the mileage discrepancy and an adjustment to the purchase price or other compensation such as an extension of the comprehensive warranty to cover potential issues stemming from the vehicle's early usage.

  

  Business response

  12/13/2024

  An appointment has been scheduled to address the customer's complaint regarding a broken seal and grease spots on the headliner. Customer met with ****** *******, one of our Sales Managers, to address and resolve concerns. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2024 Lexus ES350 on July 2, 2024 from Lexus of Montgomery. The sale went okay with one exception. I talked with the General Manager, ***** ******** about discounting the Seller Administrative Fee of $995. He agreed to a discount of $400, which I subsequently agreed to. I completed the purchase with the Finance Manager but failed to note the discount wasnt included in the final paperwork. I contacted my salesman a few days later and he stated he would inform Mr. ******** which he apparently did. After not hearing from Mr. ******* for a week, I called and left the salesman a voicemail but he never returned my call. I then had the front desk receptionist leave a message for him but still didnt hear from him. I then called and talked directly with Mr. ******** He claimed he had been trying to call me. This wasnt true as all he had to do was dial my number and I would have answered. He claimed the discount had been applied against the sale price of the car. Nonetheless, he stated he would send a $400 check to me. Two weeks later, I called him inquiring about the check since I hadnt received it. He stated he would check on what went wrong and call me back. Its been five hours and no word from him. This dealership has the worst customer service Ive ever experienced. Avoidance and lying appear to be standard practice. They certainly fall far short of upholding the standard set by Lexus. If I had it to do over, I would avoid this dealership like the plague!

  

  Business response

  08/29/2024

  Thank you for informing us of your dispute with Lexus of Montgomery and the unfulfilled promises from ***** *******.

  This is Toyota of Montgomery, not Lexus of Montgomery.

  I have forwarded your information and complaint to the General Manager at Lexus of Montgomery, ***** ********.

  ***** will reach out to you to resolve your concerns. 

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

  General Manager

  Toyota of Montgomery

  Customer response

  08/29/2024

   
  Complaint: 22061600
  
  I am rejecting this response because:
  
  The business response was that they forwarded my complaint to the General Manager and I havent heard from him yet.  Thus, this issue hasnt been resolved.

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

  

  Business response

  08/29/2024

  Thank you for your response rejecting my response. You've filed a BBB complaint against Lexus of Montgomery on the Toyota of Montgomery BBB page. We are separate entities. This is Toyota of Montgomery. They are Lexus of Montgomery. Toyota of Montgomery didn't sell you a Lexus. Lexus of Montgomery did. I've sent your information to that dealership. Toyota doesn't owe you a $400 check. This claim isn't for Toyota of Montgomery. 

  

  Business response

  12/13/2024

  This customer's concern was addressed by **********************, the selling dealership. This BBB complaint was filed against Toyota of Montgomery. As previously mentioned, we are not the selling dealer, and the customer was notified of that. ******************** isn't **********************.

  The customer was provided a check from the selling dealer, Lexus of Montgomery. The customer subsequently deposited the check. This case is closed. This was not and should not be a BBB complaint against Toyota of Montgomery. I reject the customer's claim against our business. 

   

  Customer response

  12/13/2024

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dispute is not upholding a promise made by there employee

  

  Business response

  05/23/2024

  I reviewed the documents regarding this complaint.  The amount owed and what the customer is upside down on is listed in the deal and on all of the documents she signed for her new vehicle and the trade.  If a promotion was being offered and she did not qualify for that promotion due to credit standing or other solely rests on the customer.  At the time the information was disclosed with the information she addressed; that would have been the time for her to decide to trade the unit or keep her original unit.  The fact she was told about current advertised offers is legitimate within itself.  The fact she appears to not have qualified falls solely on the applicant.

  Respectfully,

   

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

  Toyota of Montgomery

  Variable Operations Director.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am disappointed in the quality of service that I have been receiving from this organization. I brought my 2013 Toyota Tacoma in for new tires and fuel injection cleaning last week. After installing the tires, I noticed a popping sound intermittently when turning the wheel left or right, stopping, and while driving. Upon bringing the vehicle back the first time, which was two days later, the technician stated that a couple of screws had backed out and that he replaced them while securing the other areas. However, a couple of days later I encountered the same issue. This time when I brought the truck back for the same issue, I purposely turned my radio off so they can hear the sound when they test drove it. Upon return of my vehicle, my radio was turned on and volume up, which indicated that the technician was not listening for the audible popping. In addition to this, the technician told me that him and another tech went on the test drive together and both heard nothing. In my opinion, he just told me anything to send me on my way. I still have the same problem intermittently to this day. I am waiting for the service manager to contact me with a solution.

  Customer response

  06/17/2024

  I have reached out several times to Toyota of Montgomery Customer Relationship Manager, *******************, and Toyota ************************ who is customer care, trying to resolve continuous concerns I have from services done at Toyota of Montgomery to only be dismissed like my concerns are not worthy to be addressed. This organization provides bad customer service by not keeping the customer informed about any issues found during a service, poor product or service quality, and have very long wait times. The Toyota *********************** resolution for me was to go to another dealership if I am still hearing noises from my vehicle to get a second opinion. This is unacceptable. There is a $180 charge for any diagnosis. I pay good money and deserve quality service no matter where I choose to get my service done. I received a case number, ************, from Toyota ************************ on April 08, 2024. This is when I got a set of new tires and the screws backed out according to the technician, *****, which could have caused me to have an accident out on the road. I requested a master technician, ****, to fix this. Then, I had my air condition fixed which took two separate days at the end of May 2024 to currently hear sounds coming from the dash board on the passenger side when driving over 65mph on the highway. My husband recorded the sound so I will be able to let them hear at my next upcoming service. In addition to this, Toyota of Montgomery did not put back a small bracket above the * on the gear shift in which I brought to their attention a few days ago. This was put on order. It makes me think what else is missing on my vehicle that I do not see at this time. I want accountability and for all paid services to be fixed to standard when I go to my upcoming appointment to get an oil change and tire rotation on June 17, 2024 at 8:00 am.

  

  Business response

  06/17/2024

  I apologize for the inconvenience.  I am forwarding this to the service manager who can assist in this situation and for resolution for the customer.

  Customer response

  06/19/2024

   
  Complaint: 21549104
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  08/29/2024

  Dear *****************************,

  Thank you for informing us about your experience. I would like to offer you a complimentary oil change on your next visit while we also inspect your vehicle to determine if we can diagnose and isolate your concerns. Is there a good time for you to come in and visit our service center to see if we can resolve your concerns?

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

  General Manager

  Toyota of Montgomery

  ******************************** 

  Customer response

  08/29/2024

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning. I've got a serious problem with Toyota of Montgomery, formerly ********* Toyota. They refuse to return my vehicle and have done nothing but blazingly lie about when it will be returned. My 2008 Rav4 has been in the service department since June 10. I'm desperately trying to get it back.It's been a long, overly-complicated situation all the way around, but my point is, I was promised my Rav on Tuesday last week. Tuesday came and went, and so did Wed, Thurs, Friday, Saturday, Sunday, ************ it's once again Tuesday. Nobody will return my phone calls nor answer my texts or messages. I've written through the ** page, even. I am simply being lied to, over and over.The point is, I'm 64, physically disabled, and have a plethora of medical problems, so transportation is important to me. I have bills to pay. Not to mention, I've got a life to live.But, this has become a pure case of discrimination against a disabled person. My life has been put completely on hold, and I've been stranded in my home with no ********************, my property is being withheld from me. Toyota does not own my Rav, I do.This situation just isn't reasonable or right, nor is it fair. My experience has been truly terrible. My son-in-law has been working with ****** at Toyo, but still things are stalled.I've been a ********* customer for many, many years, and I've not known anything remotely close to this experience in all my dealings with the service department. But there's been nothing but the ball being dropped the entire time to turn this into its present fiasco with whatever this dealership has turned into. And blatant disrespect.Can you help me find a resolution for this most unfortunate situation, please? I just want my vehicle returned to me, it's become a rather desperate situation at this point. Thank you for your kind attention.

  

  Business response

  09/05/2023

  Customer vehicle was completed on 8/23 and picked up 8/24, vehicle had extended warranty and claim was denied. Customer was supplied a complimentary rental for some of the time the vehicle was down.

  Customer response

  09/14/2023

   
  Complaint: 20504792
  
  I am making some objections to the response. I went for nearly 3 months without my Rav while its engine parts were spread out on ******************* floor. I understand the dealership sold to *********, so it's now with them wherein the problem lies. The response says I was provided a complimentary vehicle. What they're not saying is when I returned the vehicle, they weren't going to allow me to leave the dealership unless I gave them over $1900. I had five $1 bills to my name at the time. I'm 65, physically disabled & retired from the State--but, due to my health, I had to retire at 23 years, so I'm not getting full retirement pay. In other words, I'm on a very fixed income. My son-in-law was the person dealing with ****** at *********, so they worked out the details with the rental & engine claim amongst themselves. ********* ended up denying the claim, but it's also my understanding that Toyo drug their feet to help muck up the claim. I got caught in the middle & was left to fall thru the cracks. I didn't appreciate being stuck at home with no transportation for about a month. What's a possible resolution? That (now) ********* actually does make good on the rental car in that it truly was complimentary and my son-in-law, *****************************, is not stuck for the bill. I returned the car clean with very few miles on it, and I'm not aware of doing anything wrong. However, I think there must've been miscommunication and misunderstanding affecting everyone. I am very happy to have my Rav back, even though nothing was fixed of which I'm aware.
  
  Sincerely,
  
  *****************************

  Customer response

  09/14/2023

  I have an open case, #********-88F35 is the reference in the email I received. I responded with the business resolution being unsatisfactory, regarding *********/********* Toyota of Montgomery. I thought they were still trying to charge for the "rental" car which is why I said unacceptable; however, I've since found that they indeed made the interim vehicle complimentary & didn't charge my son-in-law for it. It still doesn't excuse the entire fiasco the situation became leaving me stuck in the middle and stuck at home for nearly a month with no vehicle at all.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Toyota dealership in Montgomery, AL to get an oil change. When I came back to get my car I noticed an unusual sound coming from my car and my hood would not close all the way down. I took it back to the dealership the next day (because they closed after I picked the car up) and I was told that they will fix the latch and issues they caused on my hood .. free of charge but I have to make an appointment. I made an appointment for Friday. However, on thursday, the hood popped up as I was driving and cracked my entire windshield. I had to have the car towed to the dealership that night. The next morning, i went up there and was told they would fix it. After leaving my car there and returning back to the dealership, I was told that they are not at fault and would not fix the damages that they caused to my car. This is unacceptable. I have had to miss days of work due to not having a car. This is the first step I am taking towards this matter before a lawsuit is filed. Toyota dealership needs to replace my hood , free of charge because it was broken by them.

  

  Business response

  02/07/2024

  Customer vehicle was in front end collision prior to vehicle coming into our service department. Customer was aware when performing service that we could have trouble performing work. vehicle had extensive damage to front end. We delivered customer their vehicle with no issues at time of delivery. customer came back later that day stating he could not open hood. which we both verified at service drive. i offered customer to leave vehicle so we could look at it for him with no charge considering he just had vehicle serviced at our facility. he refused. He opted to bring vehicle back another day when he had time. We offered to repair customers car with no labor charge if he provided parts as a goodwill gesture to him. His car was here for an extensive amount of time. After a few weeks we had him pick up vehicle because he could not provide parts and picked up vehicle.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 2016 Toyota Highlander has paint peeling. In Aug 2022, I received a letter from Toyota stating it qualifies for their "customer service program" to repaint the area affected. I called 9 times in August AND drove up there to finally receive an appointment 9/2/22 to get car painted 11/7/22. I arrive at my 4pm appointment on the 7th and I am not on file, there is NO RECORD of me having an appointment. The manager says he's new, he is so sorry, and he will get back to me in a day or two. I call 4 days later and he says he hasn't forgotten about me they are waiting for a car for me to use while they have my Highlander, but they will call me. I call a total of 4 times , my last call 12/9, and am told the same thing, "I haven't forgotten you ********************, I am just waiting on a part then you're next, I am waiting on a car then you're next, I have to get these 2010 in before December but then you're next...". I call to file a complaint with Toyota **************** on 11/11 and am assigned a case manager "******" who also NEVER CALLS ME. I call today 12/19 to continue my complaint, speak to a sweet lady ******, who contacts the department manager who tells her they now can't get me in until March 13th. I am getting bumped by other vehicles that are coming in from "other dealerships that don't have a collision paint department" and "because I need a loaner until they finish with mine and the others don't."

  

  Business response

  01/09/2023

  We have attached our response. It is the same response we Sent to the AG. 

   

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a NEW car a year ago from Reinhardt Lexus & I paid almost $900 extra for a service of paint protection (**** ******) to be applied every 6 mos. at the dealership. W/each application, the car is lightly cleaned prior to & spot vacuumed. I live 90 miles from the dealership. After 6 mos. of ownership, I traveled to have the 1st application of the "**** ******" & since it was approaching, I scheduled them do the 5000-mile service on my car while I was there. I specifically asked if my tires would be checked & rotated w/ this service. They assured me that they would. Upon leaving the dealership, I noticed when I got in that the car had not been vacuumed at all inside - no big deal. I keep my car pretty clean so I wasn't really concerned w/that. However, about halfway home, I checked my in-dash tire pressure gauges & realized they were all the same as they were when I took it in for service. That says they didn't check the air pressure, much less rotate my tires. I did email customer service my concerns even though I do not like to complain. She gave my info to the service rep that helped me & he emailed me to call him. I left a voice message, as well as emailed him & never heard back. Skip forward to April 26, 2022. I went for my 2nd application & 10,000-mile service. I told the service rep of my 1st trip & he seemed surprised. Long story short, the same thing happened this time. I went back inside, they watched cameras, & saw the tech did NOT in fact rotate my tires AGAIN. He took it back in & took care of it & apologized. My issue is, how can I have faith moving forward that they will do anything they say they will w/out supervision? How do I even know they are applying the **** ******? If they didn't rotate my tires TWICE, HOW MANY OTHERS ARE THERE? I can't be the ONLY ONE!! I called 4/27/22 to request to cancel the **** ****** & get a prorated refund. "NO - 30-*** cancellation". Offered massage next time I come. I don't want to be tied to them for service

  

  Business response

  05/02/2022

  On Thurs***, 28 April 2022, Ms. *** spoke to *** ******, he apologized of our shortcomings and reassured her it will not happen again.  Mr. ****** offered Ms. *** a complementary 15,000 mile service valued $119.00  

  Customer response

  05/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17117053, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

*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. ↩